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.
107 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/25/2024
Type:Service or Repair 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.
App does not clearly tell you they will switch your direct deposit to them. After applying for their payday loan I realized they changed it and went to delete their request for my paycheck. This led to my employer sending a physical check to my house, delaying my paycheck by multiple days as I still have not received it.
Business Response
Date: 10/29/2024
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 hy here...
Initial Complaint
Date:10/22/2024
Type:Service or Repair 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.
These banks are nothing but evil that prey on the working class while they handle their meetings in suits. Im waiting on a pending transaction for over a week now to clear, the merchant has returned partial funds due to a total refund on 2 items. 1 was out of stock so they cancelled it, 1 items funds were reimbursed but my remaining $72 is still in *****. In pending, teasing me. I would never recommend anyone use this bank, they are so quick to always take your money instantly but when it comes to paying out hold on buddy ***** got to wait this has to clear. I. Need. My. Money.
Business Response
Date: 10/23/2024
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
Initial Complaint
Date:10/16/2024
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.
I bank with **** and have been waiting for my Direct deposit for three days now every time I contact Support via chat, I am told that they have not received my deposit and once it is received, it will be immediately available in my account, but there Was a very long wait due to tons of customers ahead of me, which tells me that I am not the only one experiencing problems so then I ask the customer support agent if they are experiencing any issues or delays and she Refuses to answer My question directly ensuring me that there is no issues however I contacted Support via phone and the lady told me that there have been a lot of reports about people not receiving their direct deposit and they dont know why. Banks are supposed to be transparent with their customers the fact that the lady on chat refused to tell me about any issues and the lady over the phone was not trying to tell me anything either makes me have little to no trust left in this bank.
Business Response
Date: 10/24/2024
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 **** directly as they are the party responsible for handling disputes.

We apologize if your direct deposit was delayed. Upon review, the deposit was posted on October 21, 2024.Please note that **** relies on the sender of the direct deposit and when the deposit is sent in order to post funds. Thank you
Initial Complaint
Date:10/12/2024
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.
So **** had closed my account I used Apple Pay my husband sent me 200$ I sent to my closed **** bank account by accident and I tried to reopen my account and I even asked them to send it back theyre not helping my name doesnt my my card because I made the account for my granddaughter and we both used it
Business Response
Date: 10/23/2024
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 **** directly as they are the party responsible for handling disputes.

Hello,***** agents have reached out to you to verify your identity so they may issue you a refund check for the remaining balance on your **** account. Please keep a lookout in your email inbox so you may provide the verification information.
Initial Complaint
Date:10/08/2024
Type:Service or Repair 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.
**** banking denied me for a dollar pop at ******* but someone got my card info and out a online order in for 265$ and they sure let that go through and overdraft my account and took all my money and it was supposed to be back on my card by the 8th and it ain't . I have bills to pay medication to buy that I need this is like the 5th time this has happen with them I want my money back and I'm done with them
Business Response
Date: 10/21/2024
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 **** directly as they are the party responsible for handling disputes.

Hello *******, were sorry about your experience and would love to help with your dispute. We were able to locate an active email thread with our team at ******************* Please continue to work with our care agents to resolve this issue. We look forward to continuing to assist you!

Customer Answer
Date: 10/21/2024

Complaint: 22394925

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:10/01/2024
Type:Service or Repair 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 applied for the sparrow at card the suggestion of My Credit Karma app. I was approved on August 14th. It is now September 24th, and I have yet to receive my card in the mail. Two fraudulent charges were made as soon as I was approved for the card. I found out about the charges through the mobile app I set up on my phone. Upon calling then to inform that I had not received a card yet and that there were charges popping up that were not mine I was told to wait for a new card to be sent out and that they would investigate the fraud and have it removed. I still received no card only a letter in the mail saying I needed to get a police report on the last fraudulent charge. They are continuing to bill me as normal. I now have late charge payments and penalties accruing for a card I have never received or seen before. I have never used the card or had it in my possession whatsoever. Please advise. Thank you.
Business Response
Date: 10/07/2024
Hello
Kristie,
We
are reaching out in response to the notification from the BBB that you claimed
that you never received your card and claimed two fraudulent charges had been
assessed to your account.
Based
on our review of account and system notes for your account, we confirmed that
your card was mailed to the address provided on your application (which matches
the address included on your complaint) and was subsequently activated via
telephone on 8/13/24 via the same phone number provided on your application
(which also matches the phone number included on your complaint). We sent an
email to you confirming successful activation on 8/13/24 at 11:58am PST. Our
agents also sent a replacement card to you on 8/14/24.
With
respect to your claim regarding fraudulent charges, in the minutes after
activating your card, we have record of your card being used on 8/13 in the
amount of $207.98 and again for $33.02. After you informed us that these
charges were fraudulent, we filed a dispute for the $207.98 transaction that
had posted to the account and advised you to call back when the $33.02
transaction posted to file a dispute. As part of our process, we provided you
with a provisional credit for the $207.98 disputed transaction until it was
approved on 8/25/24 and the credit was made permanent on your account. An email
was sent to you informing you of this on the same day.
Initial Complaint
Date:09/27/2024
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.
Unrecognized and unauthorized ATM withdrawals Date: 8/16/24 Merchant: *************** ATM at **************************, ******* at 5:29 PM- I have never been to this location and my previous withdrawals through Atm's were never made at *************** - It appears that a "skimming" device was used at this location or at previously CVS or ********* drugstores that I have used to withdraw funds, to obtain my data. This is a fraudulent transaction. I have disputed this with Branch, a debit card backed by an FDIC insured checking account partnered with Evolve Bank and Trust twice both declined. Dispute reference numbers ******* and 3438643.Amount: ****** Date: 8/16/24 Merchant: *************** ATM at **************************, ******* at 5:32 PM- I have never been to this location and my previous withdrawals through Atm's were never made at *************** - (same scenario as above)Amount: ****** Date: 8/17/24 Merchant: *************** ATM **************** **********, ******* at 2:01 AM I have never been to this location and my previous withdrawals through Atm's were never made at *************** - (same scenario as above)Amount: ****** Date: 8/17/24 Merchant: *************** ATM **************** **********, ******* at 2:03 AM I have never been to this location and my previous withdrawals through Atm's were never made at *************** - (same scenario as above)Amount: ***** Date: 8/29/24 Merchant: CVS ATM at ****************************************************************************** at 10:39 AM-I do use this ATM at this location, however, on 8/29/24 I was attending a work related training class until 1:00 PM in *************, ******* - (same scenario as above)Amount $140.00
Customer Answer
Date: 09/27/2024
I have just learned that a company called "Branch" is actually who the complaint should be made against. Their address is 195 Page Mill Road Suite 101 Palo Alto, Ca 94306 Their telephone number is 650-209-6461. This company issued the debit mastercard to me. They are supported by Evolve Bank and Trust, however, any credits for unauthorized fraudulent withdrawals at an ATM would have to be issued by Branch. So sorry to cause your additional work. I really appreciate your help.
Customer Answer
Date: 09/27/2024
I send my apologies. There are numerous companies called "Branch". The previous address I gave to you for Branch was incorrect. The correct address is 8014 Olson Memorial Highway 55 #471 Golden Valley, MN 55427.
Business Response
Date: 10/02/2024
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,
Frances. Our Support Team has followed up directly, advising that your dispute
case was decided in your favor and your Branch account was properly credited on
10/2/24. We apologize for any inconvenience this issue may have caused.
Customer Answer
Date: 10/02/2024

Complaint: 22343688

I am rejecting this response because: I have not been credited for one of the fraudulent unauthorized ATM withdrawals. Please refer to the below referenced information.
Date: 8/29/24 Merchant: CVS ATM at 11100 Pines Blvd Pembroke Pines, Florida at 10:39 AM-I do use this ATM at this location, however, on 8/29/24 I was attending a work related training class until 1:00 PM in Ft Lauderdale, Florida. The money was fraudulently withdrawn from this ATM on 8/29/24 at 10:39 AM. - Amount $140.00

Sincerely,

Frances Prior
Business Response
Date: 10/07/2024
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,
Frances, our disputes team has followed up direct with you stating the account
was credited for $140.00. Please refer to that email. We Apologize for the
inconvenience.
Initial Complaint
Date:09/19/2024
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.
9-19-24 3:51 am The debt card I received, from this bank, put a limit on my pay at the pump, I want to know why, I can not spend my money as I WISH, since when does a bank take control of your purchases? Why can I not spend my money as I wish?I tried to call this bank and they just keep you on hold.
Business Response
Date: 09/19/2024
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 .
Initial Complaint
Date:09/17/2024
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.
I was an **** driver &rented a Hertz vehicle through **** at an agreed upon rate of 325 per week plus tax &EV charging & I was paying using my **** card a debit card onto which **** forces your **** earnings to be deposited On 9 8 with no correspondence whatsoever the vehicle was repo'd They damaged my driveway and took my belongings inside including prescription sunglasses&my prepaid EZPass& at least6 other itemsWhen I noticed the car missing I called the Hertz 877&checked my **** card account to check my transactions Everything looked normal I was told on that call that Id hear from the Hertz location in 2448 hours but no other details The hertz location ******** ** never contacted me and I have not been able to get through to them this is FIVE DAYS later I was able to squeeze an email response from Hertzs vehicle recovery department stating that the vehicle was towed due to nonpayment&Id have to file a lost &found report for my belongingsIopen my **** card account to screenshot all the payments Ive made however this EVERY SINGLE Hertz charge made since July was GONE Just wiped from my statements I reported to Branch& figured that this notice of fraudulent activity and the locking of my **** card would protect me from here on outThen I drove all night for **** &had a good shift On my way home i went to get gas to find that I had no money In fact my balance was NEGATIVE 820 because Branch allowed ***** to charge me in the middle of the night on my LOCKED account I have not received an invoice or receipt or any explanation of this charge So basically **** and Branch wiped my payment history to Hertz for the rental Hertz repossessed & now I have also lost a job **** has been my primary source of income recently The man I spoke with at Branch even admitted yeah this is why our partnership with ***** has ended So they apparently know about this and ended their partnership over it yet they still allow it to happen ***** now claims my belongings haven't been found
Business Response
Date: 09/24/2024
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 ********,
Thank you for reaching out, ********. Our Support Team has followed up directly, providing an update on your dispute. Please keep in mind that this process can sometimes take up to 90 days for completion. Future updates about your disputes will be sent via email. We look forward to getting this issue resolved as best as we can.
Initial Complaint
Date:09/02/2024
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.
Download phone app: Changed, an app to do Debt Differently. I linked my bank account to this app and it deducts various amounts and puts in buckets in the app, like Stash,Mortgage Pymt, Personal Loan. When an amount is reached,then they send payment to my mortgage for one month and then a personal card/loan. They are supposed to pay off your debt sooner and save my change. In May 2024, the app stopped working by not taking money from my account and put it different buckets. I contacted support and found out their ACH system is down, and they can't do anything. Got emails saying they were working on getting it fixed. But it is now the first of September, and their system still isn't fixed.I have requested a refund and was told couldn't happen will having system problems. I then asked for a check and that wasn't happening either. I then contacted their bank, Evolve Bank and Trust and just got back lip service. I want my money and shouldn't have to wait. Please advise.
Business Response
Date: 09/04/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your Fintech partner's information, account number, and card number
Customer Answer
Date: 09/04/2024

Complaint: 22228434

I am rejecting this response because: they are requesting responses. I have attached the document answering those questions.

Sincerely,

***********************************
Business Response
Date: 09/06/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
Customer Answer
Date: 09/06/2024

Complaint: 22228434

I am rejecting this response because: I shouldn't have to deal with another outside business when The Changed app works with Evolve Bank. All I want is my funds returned to me. I have been waiting since May. I don't understand why that is so hard.

Sincerely,

***********************************

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Evolve Bank & Trust is BBB Accredited.