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.
- 107 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/13/2024
Type: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 have a hold on my account which I have not allowed me to work. I work as an Uber driver and I count on being able to rent a car. They are telling me that they cant release the funds for 30days. I cant wait until then because I have bills to pay and I cant wait 30 days. I have been calling like every day to no avail. I dont know what I am going to do. I need this resolved as quickly as possible because I dont have any money to rent a another car and thats the only thing that they are recommending is for me to use another form of payment, I have explained to them and they only tell me that they are sorry. And I tell them being sorry doesnt pay my bills. Please help me with this issue.
Business Response
Date: 11/20/2024
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.
Hi *******, Our Support Team has followed up directly via email and provided you with information regarding your pending holds and when they will be released.We apologize for any inconvenience this issue may have caused.Initial Complaint
Date:11/13/2024
Type: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 NOVEMBER 4, 2024 THE RECONCILIATION PROCESS FROM EVOLVE BANK STATED THAT WE HAD $40,326.28 IN OUR SYNAPSE ECOSYSTEM BALANCE. OF THAT $40,326.28 OUR EVOLVE PAYMENT WILL BE $0.23. WE HAVE TAKEN SCREENSHOTS FROM THE MOMENT WE WERE NOT ABLE TO ACCESS OUR FUNDS AND OUR YOTTA ACCOUNT SHOWS WE HAVE $40,421.15.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:11/11/2024
Type: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 closed my account, they were supposed to send me a check for $800 that was in my account. I sent proof of address several times and still havent gotten my money from them.Business Response
Date: 11/12/2024
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: 11/16/2024
Account number is attachedInitial Complaint
Date:11/11/2024
Type: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 used Yotta as a high yield savings account. All accounts have been frozen since June 2024. I received an email from Evolve Bank saying that they were working to return funds to end users after the bankruptcy of Synapse Financial Technologies on Oct 23, 2024. On Nov 4th I received an email from Evolve bank giving me a claim number for my funds and what will be paid out by Evolve Bank. My claim number revealed that Evolve would be paying me $0 even though my balance is *********. I sent an appeal through the appropriate appeal link with Evolve and have heard nothing. I was only contacted by Evolve bank and no other banks that were involved with the Synapse bankruptcy so I can assume by money was held with Evolve and is FDIC insured so I will not stop until my money is returned to me.Business Response
Date: 11/12/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.Initial Complaint
Date:11/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Evolve bank and trust has 10,634$ of my money that I have been trying to get returned to me since may 2024.Business Response
Date: 11/12/2024
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: 11/12/2024
Complaint: 22525672
I am rejecting this response because: I contacted Rust. They informed me they had no idea what was going on and as far as they knew I was only getting $.50 back which is not acceptable since yotta has made it very clear that you are holding $10,634.18 of my money since May and when I deposited that money it was deposited into evolve bank and trust.
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: 12/13/2024
Im sorry but they did not answer my complaint. The contact info they provided was bogus I thought I made that clear. I contacted who they said to contact and they didnt even respond.Customer Answer
Date: 12/13/2024
Im sorry but they did not answer my complaint. The contact info they provided was bogus I thought I made that clear. I contacted who they said to contact and they didnt even respond.Initial Complaint
Date:11/06/2024
Type: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.
Due to the Synapse/ Yotta/ Juno sitation, in which a brokerage partner between a financial technology company and the **** insured party went bankrupt the indication from the financial technology company inidcated the funds they took would have been provided to Evolve bank and trust. Evolve after completing their "comprehensive analysis and reconciliation" has determined that a balance which should have been reflecting $21,631.26. Evolve has determined they will be paying $1.45. Whether this is from a failure from a contractual standpoint of Evolve or their parter to know how much money they are holding for users at a given time, or that they didn't fully divest their holdings in a company is unknown, but some users are receiving 100% of their balance some are receiving 0%-1% which is alarming, to say the least.Business Response
Date: 11/12/2024
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.Initial Complaint
Date:11/06/2024
Type: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.
Synapse Ecosystem Balance = $10,622.36 Evolve Payment = $0.72 My money is deposited within your institution, all records prove that to be facts, but you somehow come to the accounting conclusion you only have less than *****% of my money. It has been well published, your processes, accounting, and general reconciliation methods are archaic and unreliable. My remaining $10,621.64 needs to be returned to me. I have all ledger records for four years, and there are hundreds or thousands more people who are in the same boat.Business Response
Date: 11/12/2024
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: 11/12/2024
Complaint: 22520922
I am rejecting this response because:You cannot simply run from your responsibilities of being my bank. I am not requesting information on the reconciliation process, I am requesting you pay me the money that is in my account. My bank account is with ********************** Bank & Trust. Just because you moved my money around without my permission - does not allow you to avoid giving me my money back. My money and account are with ********************** bank. Until Evolve Bank provides my money back to me, you are criminally withholding it from me and it will be used in court should we end up there.
Sincerely,
***** *****Initial Complaint
Date:11/06/2024
Type: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 had an account on the Yotta app. I had $1113.72 saved. Suddenly, earlier this year, I was no longer allowed access to my money. I received a email saying they were working on resolving the issue.Evolve is the bank that held my money through the Yotta app.I have patiently waited, even though that money was meant for my car payment. Today I received an email, STATING I had $1113.72 confirmed dollars, but Evolve is responsible for paying me ZERO dollars. I filed an appeal, but it states that basically nothing will happen with the appeal.Where is my money that I earned, entrusted through the Yotta app, and because of no fault of my own is Suddenly taken from me.Business Response
Date: 11/12/2024
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: 11/13/2024
Complaint: 22519601
I am rejecting this response because:
Sincerely,
**** *****Customer Answer
Date: 11/19/2024
All I received was a response telling me to email this "help" line. That got me no where. This was my mortgage payment ... that Evolve took from me.
Initial Complaint
Date:11/05/2024
Type: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 had an account where ********************** held my funds. Evolve is stating a different bank has my funds, however my statement shows different. Evolve states another bank has my funds, however my account number and routing number is an ********************** bank. My account with with ***** but funds held in Evolve. ******* is stating I have funds but Evolve is stating it's not with them. No one is able to tell me where the funds are. This has been going on since April that I have not be able to use $2700. My account number and routing number is an ********************** bank.Business Response
Date: 11/05/2024
Following the April 24, 2024, bankruptcy of Synapse,Evolves priority has been to distribute funds it holds to rightful end users as quickly as possible and in a safe and sound manner based on accurate accounting. On October 19, 2024, Evolve completed a thorough reconciliation process and will provide end users with information about the distribution and payment processes.
Evolve understands this has been a frustrating experience for Synapses end users and shares that frustration. Evolve has been working diligently to sort through the millions of transactions represented in the flawed ledgers from Synapse to reconstruct end users positions at Evolve. We know this has taken time, but we believe it is in everyones best interest and the responsible thing to do. The completed reconciliation gives us an accurate understanding of end user balances, and we can now begin returning funds back to end users.
On October 23, 2024, Evolve launched a website ****************************************** which includes resources for end users, FAQs about the reconciliation process, and information about the process to disburse end user balances held at **********************. Additionally, Evolve launched a dedicated call center to answer end user questions about the distribution process. End users can call ************ from 8 a.m. to 5 p.m. CT, Monday through Friday (excluding major holidays).
To facilitate the distribution, Rust Consulting, an ****************** brand, will serve as the administrator to disburse funds to end users of *********************, that the Bank has held since the Synapse bankruptcy.
On November 4, 2024, Rust sent an email to end users who have a balance at Evolve, directing them to ******************************************.
Funds will be disbursed in two ways:
Those with balances at Evolve of $100 or more will receive an email with instructions on selecting a payment method to receive their balance. The email will contain an important claim and access code to create an account to register for payment. They will also be given a set of payment methods from which to choose, which may include ACH transfer, wire, or check, among others. Payments will be sent within approximately 7 days of end users setting up their account and choosing their payment method. End users that do not respond by December 4, 2024, will receive a check.
Those with balances at Evolve of less than $100 will receive payments directly through an online payment service. End users that do not claim their payment by December 4, 2024, will receive a check.
Any end user with a balance at ********************** who wishes to receive their balance via check will be able to request one.
If end users do not receive an email by November 14, 2024,and believe they are owed a balance by Evolve, they should visit reconciliationbyevolve.comfor more information.Customer Answer
Date: 11/05/2024
Complaint: 22515779
I am rejecting this response because Evolve states they do owe me money. Their response is such a blanket response. I received an email. I logged in. Evolve states they dont owe me money. Even tho my account is with them. I want my $2700 dollars asap. Its been frozen for months.
Sincerely,
******* ********Business Response
Date: 11/12/2024
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: 11/12/2024
Complaint: 22515779
I am rejecting this response because: Evolve still has not returned my money to me. They have not explained why my statement balance shows $2704.73 but they believe they owe me nothing. They have not shown any proof of owing me 0$. But I have an account with them and a recent statement with the amount. This is an issue with Evolve and me, not me an a consulting firm. My routing number is associated with Evolve Bank and Trust. This is not just an issue with me. This is an issue with hundreds, if not thousands of people and Evolve continues to hold no accountability and keep end users funds.
Sincerely,
******* ********Customer Answer
Date: 12/13/2024
Wow so youre okay with a bank with holding funds and them doing absolutely nothing about it?Initial Complaint
Date:11/04/2024
Type: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 have tried numerous times to close my account with them with no success. There is no option online. Through the app you can only speak with a chatbot which fails to close the account and only twists the same message repeatedly. I have called as well and am placed on hold almost indefinitely. I have a screenshot of a 30 minute wait with no success of speaking to anyone. I immediately returned the call to be placed on hold again with no response from anyone. The second call lasted 10 minutes before I hung up again.Business Response
Date: 11/05/2024
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: 11/06/2024
I am enclosing screenshots of the acct information requested. I will not be satisfied until I am notified by email that my account is closed.Customer Answer
Date: 11/07/2024
Account number *******************
Routing Number ***********
********************** Bank
Branch Card # *******************
Valid 02/26
Sec Code 771
***** ******
Customer Answer
Date: 11/07/2024
Complaint: 22511462
Account number *******************
Routing Number ***********
Evolve Bank
Branch Card # *******************
Valid 02/26
Sec Code 771
Sincerely,
***** ******Business Response
Date: 11/12/2024
Since this is a BBB complaint, we will need Branch to provide a response that we can share to the BBB and customer. Make sure it includes any supporting documentation that Branch is okay with sharing. For Evolve's records, we will need the complete investigation so we can review how the investigation was handled and if notices were provided per *************** that all BBB complaint responses and supporting documentation is shared with the customer. We won't share the investigation details as this is for our review only.
Hi *****,Thank you for reaching out. Per your request, your account is closed. We apologize about the inconvenience.
Customer Answer
Date: 11/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***** ****************************************, TX 76110
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