Business Profile

Bank

Evolve Bank & Trust

Complaints

This profile includes complaints for Evolve Bank & Trust's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

254 total complaints in the last 3 years.
108 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Evolve Bank & Trust owns a financial app called STEP CARD I opened that account in June 2024. I used the app as I was supposed to and everything was going good. But the last months things start changing. Over looking my statements there were bill payments made that I never authorized. The app doesnt even have bill payments. They have stolen $509.06 from my account and when I questioned about a dispute a staff **** had an attitude with me then my account was being closed for no reason. I then reviewed my last three months statements and realized they have tooken $509.06 from me. I messaged them about this numerous times and they dont answer back or say my accounts pending closing. I want my $509.06 they stole from me in a check to address on file and the account completely closed and my information deleted out of there systems. I didnt authorize a bill pay on 10/25/24 or 11/25/24. Its impossible for me to even make a bill payment with the app. They literally stole some of my money illegally.
Business Response
Date: 12/17/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Step. We requested that Step research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Step directly as they are the party responsible for handling disputes.

Step provides a **** secured credit card and deposit account through ********************** Bank and Trust. The security of the credit card is based on the balance of funds a customer deposits into their associated bank account. At the end of each billing cycle the balance of the credit issued on the Step **** credit card is due to be paid by the customer. The payment of the credit card bill is paid from the ************** account. In the customers statements we show this bill being paid from the transaction history of the deposit account portion of the statement. The amount due and paid will equal the total amount of credit transactions, less any disputes or other adjustments, reflected in the credit card portion of the billing statement. The customer is correctly seeing the bill payment for their credit card statements being debited from their deposit account as agreed in the Step **** Card and Secured Account Agreement.
Customer Answer
Date: 12/18/2024

Complaint: 22649119

I am rejecting this response because: Evolve Trust and bank owns Step and STEP are current stealing my money leaving my disputes left unhandled trying to make a negative balance for me to have to owe them. When I had $297.41 at the end of NOVEMBER and my account has been locked pending closure since the end of NOVEMBER and I have and wasnt allowed to make any purchases. They owe me $297.41 in the form of a check for account closure at end of NOVEMBER. They are keeping it pending because of my disputes and now they arent trying to represent my case and are making me provide extra extra documentation to prove my cases 1 at a time. Currently they let a merchant who refund me for 1 entity I purchased services for the same day as my other entity. After they paid first dispute merchant made fradulent invoice for and refunded me $58 when it was supposed to be $74 as it shows on my statement. STEP has my account negative -$15.69. They owe me my $297.41 currently plus my disputes and havent sent check for it.

Sincerely,

****** *********
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/5, I requested an ACH transfer of $29919.83 using Evolve Bank's ****************************************** website but I've never received it in my Fidelity account. I've called **********************'s ************ line and the *** said it was sent out on 11/15.On 11/25, I spoke with Fidelity and they found an ACH transfer of $29919.83 but they said it was sent to the wrong account number that was off by 1 or 2 digits. I've double-checked my ACH request and the confirmation screenshot with Fidelity and what I submitted was correct. Fidelity suggested for me to reach out to Evolve Bank to get this ACH transfer recalled and resent to my correct account number. On 12/5, I spoke with Fidelity again and they confirmed the same scenario as above and gave me the same suggestion.I've been calling Evolve Bank almost daily and waiting for them to help me with this ACH transfer but no one was been able to help me on their main line ************. Needless to say, it has been a nightmare to pull my own money out of Evolve Bank. It is also extremely difficult to reach someone who can correct this issue within Evolve Bank.For now, I need Evolve to properly pay me the $29919.83 that I requested an ACH transfer on November 5th, 2024.
Business Response
Date: 12/12/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.
Customer Answer
Date: 12/12/2024

Complaint: 22648638

I am rejecting this response because:
In addition to the numerous calls to Rust, I have already contacted ***************************************************************************************** 3 times separately on 11/29, 12/3, and 12/5. No one has responded to me and I still do not have the funds as of today (Dec 12th). Callling Rust and writing to ***************************************************************************************** has been no help. This needs to be escalated.
Initial Complaint
Date:12/04/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a business debit card in the mail under my name through ShiftKey Branch. I did NOT open this account. I have never heard of this company until I received this in the mail. I was on hold for 45 minutes before someone answered. The company has no way of contacting them via email. When I called, I have to speak through an IVR. I provided that my concern was "fraud." That is the ONLY word I used, that could mean that there is a fraudulent charge on my account given the nature of the business. However, the first response was if I was concerned that an account was opened in my name without my authorization. The fact that this is the first response and is a common issue is concerning. When someone did answer, I was asked for my birth date and last 4 of my social. I am uncomfortable providing those details to a company I have never heard of that allowed an account to be open in my name. I was placed on hold again as I asked for a supervisor because I was very uncomfortable providing those details. After being transfered to a supervisor, I was immediately hung up on. They did call back but I still had to give my social. They are now doing an investigation. I had to give them my email address. THIS IS ALARMING. How was an account set up with my social and birth date?! Its not showing on my credit report. If this is a common occurence, the company needs to be investigated!!!!
Business Response
Date: 12/12/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.

Thanks for reaching out, *****. At this time the account is closed. Branch support team reached out with information regarding any unauthorized information being shared. We apologize about the inconvenience.
Customer Answer
Date: 12/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. However, Branch has not reached out to me with any resolution. I wasnt aware the account had been closed prior to this response.

Sincerely,

***** *********
******************
*******, TX 75088
Initial Complaint
Date:12/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received 3 refunds from **** in the amounts of $150.85, $150.85, and $89.15. The last two which indeed were issue first are still pending. The first has been posted. I'm being told that 14 days is the time frame. I've provided proof that **** provided me these refunds. Please post the $150.85 and $89.15 to my balance.I was also asked for PII via an unsecured chat. This is not ok.
Business Response
Date: 12/12/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.

Thank you for reaching out ***** Our support team reached out to you regarding the pending refunds you were expecting. Currently the refunds have posted to your account. Branch does not control how a third party sends a refund. Branch advises you to contact the merchant regarding any future refunds. We apologize about the inconvenience.
Initial Complaint
Date:12/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This bank is listed as my bank through ***** and they are withholding $2629.54 of my money from me claiming that they transferred this money out and are not providing documentation to back their claims that the funds were transferred out. I need my $2629.54 back from them. They are being elusive to Yotta and refusing to provide information to them as well.
Business Response
Date: 12/04/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.

Customer Answer
Date: 12/10/2024

Complaint: 22624356

I am rejecting this response because the business does not get to just give an email to an email address that takes more than 7 calendar days to respond in order to try to protect their BBB rating by forcing me to say Im satisfied. I highly doubt that the thousands of people that they defrauded are satisfied with losing their savings and Im one of them. This company is claiming they hold $0 of my almost $2700 despite the fact that I had weekly deposits up until our funds were locked down. They have made no effort in the last 7 months to assist with the conclusion of this and are hiding behind their consultants.
Business Response
Date: 12/12/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.
Customer Answer
Date: 12/12/2024

Complaint: 22624356

I am rejecting this response because its the exact same one I received last time and I still have not heard back from that email the business is referencing. CLEARLY they are not reading the messages from the BBB if they continue to copy and paste the generic response. Im still unsatisfied but with the level of service from Evolve are we surprised?
Initial Complaint
Date:11/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I banked with yotta/evolve bank and on may ************************************************************ any transfer from my bank with them to my external account. it took them from may 2024 to Nov 2024 to give some of my money back. the total they have given me back is $8,578.93 of the $********* my total balance is ********* and was only given back $8,578.93. They still owe me $2,069.19.they don't even give interest
Business Response
Date: 12/04/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at ***************************************************************************************** for questions related to the Synapse account reconciliation.
Customer Answer
Date: 12/05/2024

Complaint: 22612112

I am rejecting this response because: just because rust consulting was hired is not a good answer why i am not given back the full amount that i have in the bank account and did not even get insterest or have been compensated for not being allowed to do any ach or debit.

Sincerely,

******* **********
Business Response
Date: 12/12/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.
Customer Answer
Date: 12/12/2024

Complaint: 22612112

I am rejecting this response because: Is this a robot answer because it's same as last time. Not acceptable i want my money back and you should compensate me for taking so long for my own money to get back. Also for your company being hacked and lick out my information.

Sincerely,

******* **********
Initial Complaint
Date:11/19/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/14, my bank account and/or digital debit card info was taken, and 8 different charges totaling over $1,400 were taken by a company named Remitly. I have never done business with them, nor heard of them, yet my account was charged multiple times. I tried to dispute the charges, and the bank investigation found that there was no error. I have tried to appeal the decision, but they won't let me since I have no additional evidence. I am upset, the bank isn't helping and I'm now out $1400 with no way to get my money back.
Customer Answer
Date: 11/19/2024
They sent me this denial letter claiming that my Venmo and CashApp transactions are evident of me authorizing the Remitly charges. Again, I have never heard of, nor worked with Remitly. Those are not my charges, and from the information I see, I think someone hacked my account from the data breach that happened with the bank.
Business Response
Date: 11/20/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your ******* partner's information, account number, and card number
Customer Answer
Date: 11/20/2024

Complaint: 22577886

I am rejecting this response because:
What is the Fintech information they are wanting? I don't understand what that is.

Sincerely,

****** **********
Business Response
Date: 11/20/2024
Your ******* partner is the Bank you bank with that has a partnership with Evolve Bank & Trust.
Customer Answer
Date: 11/20/2024

Complaint: 22577886

I am rejecting this response because:
My information is ****** **********, email ****************************
**** Banking Routing number *********
Account number ************
Debit card number ******************* exp date 10/25 CVC 539

Sincerely,

****** **********
Business Response
Date: 11/22/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Dave directly as they are the party responsible for handling disputes.
Hello ******, we see that you currently have an open ticket and working with an agent to submit an appeal. Please provide any new information or documentation you have to support your appeal request to the agent assisting you, so they may submit your appeal request. Thank you

Customer Answer
Date: 11/22/2024

Complaint: 22577886

I am rejecting this response because:
I do not have any more information to provide. I just want this resolved and my money back from the 8 Remitly charges.

Sincerely,

****** **********
Initial Complaint
Date:11/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Evolve is withholding funds that are rightfully mine. They are listed as the bank of record on my Yotta account yet they refuse to release my funds ($3000.58) The routing number on my account is ********************************
Business Response
Date: 11/18/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.
Customer Answer
Date: 11/18/2024

Complaint: 22561322

I am rejecting this response because: it was Evolve bank that responded to me and claimed that they did not have my money despite their routing number appearing on my account. The consulting firm is just a PR stunt and not a way to get my money. Evolve must face legal action/consequences for bilking people out of their money. This is not acceptable

Sincerely,

****** *******
Initial Complaint
Date:11/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My direct deposit from my employer was set up with an account number and a routing number with **********************, now my hard earned money disappeared and they dont seem to care if I get it back. No explanation of what happened to it, where it went. I try multiple phone calls and emails and just keep getting sent in circles.
Business Response
Date: 11/15/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
02/01/23-10/31/24 $3,746.71 Yotta is fully committed to promoting responsible social gaming as a policy of customer care and social responsibility. We aim to provide the most fun, social, and rewarding experience possible while taking appropriate measures to ensure this is done responsibly.On November 4th, 2024 Evolve Bank & Trust emailed me a unique claimant code indicating the reconciliation to accurately return funds held by Evolve to end users. According to their records, my evolve payment states an amount of $2.69 and my Synapse Ecosystem Balance is $3,746.71. However, I have reviewed my Yotta statement documents from 02/01/23 - 10/31/24 and each document contains the same routing number ******************** which is the routing number for **********************.
Business Response
Date: 11/15/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.

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Evolve Bank & Trust is BBB Accredited.