Complaints

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

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  Evolve Bank & Trust

  6000 Poplar Ave Ste 300 Memphis, TN 38119-0928

  
• 

  Evolve Bank & Trust

  6070 Poplar Ave Ste 200 Memphis, TN 38119-3910

  
• 

  Community First Bank

  515 Pennsylvania Ave Fort Washington, PA 19034

• 

  Evolve Bank & Trust

  220 Continental Dr Ste 208 Newark, DE 19713

• 

  Evolve Bank & Trust

  Sandy Springs, GA 30339

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: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,
  
  ***********************************

• Initial Complaint

  Date:08/28/2024

  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 drive for **** and use the **** pro card app to get paid and I was given a ride that was a fake ride and ended up getting scammed out of 250 dollars by someone posing as a **** support team. **** pro card is technically evolve bank and trust and is supposed to have my money insured up to 250k and they refused to help me get my money back because I played a part in basically getting scammed.

  

  Business Response

  Date: 08/30/2024

  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. Currently the dispute decline stands per Branches review.Branches Risk team reached out to you via email sending you the dispute evidence with an explanation. At this time your account is unlocked. We apologize about the inconvenience. 

  
  

• Initial Complaint

  Date:08/26/2024

  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.

  **** debt card closed my account with my whole check in it my bills are do and they will not even tell me any thing

  

  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 ****. 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 *******,

  We're sorry about your experience and would love a chance to help out with your refund check. 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!s why here...

• Initial Complaint

  Date:08/23/2024

  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.

  The following is the most recent communication I have sent of many to Evolve Bank and Trust. They are the bank that supports my **** Pro Debit Card. I have filed a dispute with the bank against unauthorized charges by *********************. I am not receiving any protection by the card being backed by Mastercard. **************** is ineffective due to it being offshore and culturally oblivious.*************************** ***************************************************************************************************************** 08/23/2024 Evolve ******************************************** ********************************************************** Subject: Urgent Request for Provisional Credit Due to Unauthorized Charges Dear *********** am writing to urgently address a critical issue regarding my account. I have recently discovered multiple unauthorized charges by ***** Car Rental that have not been resolved. Despite my previous attempts to rectify this issue, the delay in action has severely impacted my financial stability.The ongoing delay in addressing these charges has led to a significant financial burden, causing severe hardship and effectively bankrupting me. Given the urgency of my situation, I humbly request that Evolve Bank and Trust provide a provisional credit to alleviate the immediate financial strain I am experiencing while this matter is under review.Your prompt attention to this request would be greatly appreciated. Please contact me at ************ or ***************************** if you require any additional information or documentation to facilitate this process.Thank you for your understanding and swift action in resolving this matter.Sincerely, ***************************

  

  Business Response

  Date: 08/28/2024

  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:08/18/2024

  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 have $35,585.63 in a Yotta high yield savings account that is partnered with Evolve Bank and Trust. I can not get any of my money out of the account. Every time I try to, a message pops up saying that withdrawals are currently disabled. I need this money as I have a family emergency I have to deal with. I have no idea what the problem is or how long it will take to resolve.

  

  Business Response

  Date: 08/19/2024

  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.
  

• Initial Complaint

  Date:08/14/2024

  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 received an email from Evolve informing me that my data had been breached and leaked. My only contact with Evolve was because of Nomad and Avenue in ******. What was stated in the email sent on August 12th goes against the ********************** Protection Law and they will be held ********* data was exposed and blatantly breached, including my name, CPF, address, email address, and bank account details. This is extensive damage, as it goes beyond the violation of the right to privacy, and exposure of individuality, breach of bank secrecy, and others...Due to this and as mentioned in the **** Law as I mentioned above, I request that Evolve:- Send me the screenshot showing my leaked and/or exposed data.- I request payment for moral damages caused by the breach of data by the Lockbit gang to the Evolve Bank & Trust servers, in addition to payment for future misuse.- And that Evolve provide data and credit protection that must be provided in a Brazilian territorial manner, or the payment of financial insurance on data and credit protection. Furthermore, no credit protection was offered to me, nor was any payment made for the violation of Brazilian legislation on the protection of exposed data.- And that Evolve Bank & Trust send Avenue and Nomad Global a formal letter explaining the leaked data of me, ******* ******** *****, about the seriousness of the matter and that they take action.Otherwise, I will take the appropriate legal measures, therefore provide the details of my leaked data as stated in the email that was sent to me, in addition to paying for the violated and exposed data and taking action with Avenue and ************.

  

  Business Response

  Date: 08/28/2024

  Evolve Bank & Trust works with many partners to provide banking services to their customers. We are currently working with our legal team to further address your complaint. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22144736
  
  I am rejecting this response because:

  This does not answer my complaint, Evolve did not even send me an email to propose any compensation agreement due to the ********************** Protection Law being flagrantly violated, Evolve sent an empty response to this complaint, without even having contacted me, with this complaint having been sent several days ago, therefore, I request that Evolve send me a proposal so that we can reach an agreement or I will take the appropriate legal measures.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/14/2024

  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 am one of thousands of Yotta customers who deposited money into Yotta, a FinTech who partnered with Synapse and Evolve Bank to hold onto these deposits, and now all accounts have been frozen. This has been widely publicized in the media if you do a quick ****** search of ******************************* I have proof in my Yotta app account information that Evolve held thee funds. I would ever trust Evolve again.

  

  Business Response

  Date: 08/15/2024

  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.

• Initial Complaint

  Date:08/14/2024

  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 have deposited over $22,000 through Evolve Bank to ************** Since the Synapse bankruptcy, Evolve is disputing the amount of funds and no Yotta customers whose funds are held by ********************** have been able to access our funds. I attempted to withdraw the total balance of my account and the transactions were cancelled. I have no way to retrieve my funds. The attached transaction statement clearly shows my deposits into the account. At this point, I just want to recover my deposits and the bank can keep the interest payments applied to the account.

  

  Business Response

  Date: 08/15/2024

  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: 08/19/2024

  Hello,

  Thank you for the fast response.  This message does not address my concern.  While I agree, the account was opened with Synapse, it is very clearly stated that Synapse does not hold any funds.  Funds are held with program banks.  Evolve's statement that they are not a program bank is at the very least confusing.  It is very clear that all my deposits were made into Evolve (please see attached screenshot of my account information). ********************** has also admitted in Court earlier this year to holding Yotta customer funds.   I need access to my funds that I have submitted proof of deposit for.  

  Customer Answer

  Date: 08/19/2024

  Additional correspondence citing Evolve is responsible for disbursing funds.  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22142216
  
  I am rejecting this response because: Hello,
  
  Thank you for the fast response.  This message does not address my concern.  While I agree, the account was opened with Synapse, it is very clearly stated that Synapse does not hold any funds.  Funds are held with program banks.  Evolve's statement that they are not a program bank is at the very least confusing.  It is very clear that all my deposits were made into Evolve (please see attached screenshot of my account information). ********************** has also admitted in Court earlier this year to holding Yotta customer funds.   I need access to my funds that I have submitted proof of deposit for.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/20/2024

  The checking account referenced in the complaint is with Synapse Brokerage. 
  

  In October 2023, Synapse transitioned Yotta 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.
  Evolve is NOT a ************ for Synapse Brokerage.  Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

  Customer Answer

  Date: 08/21/2024

  Please see the attached correspondence ***** confirming that my funds are still with Evolve Bank despite the new deposit agreement that went into effect in October 2023.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22142216
  
  I am rejecting this response because: Please see the attached correspondence ***** confirming that my funds are still with Evolve Bank despite the new deposit agreement that went into effect in October 2023.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2024

  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.

  Someone from evolve bank and Trust pulled my money from my sofi by an unauthorized login to my account which then added there bank on My end and my sofi savings to be drained of 810 my account number is ************ there's is in description.

  

  Business Response

  Date: 08/21/2024

  Evolve Bank and Trust works with many partners to provide banking services to their customers. ********************** records indicate that a transfer was sent from SoFi to an account through one of Evolve's partners. As you are not an Evolve customer, we are limited to the information we are able to provide. We recommend continuing to work with **** regarding your transfer.

• Initial Complaint

  Date:08/08/2024

  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.

  I bank with them, I have an account and ****** was taken from my account and I filed a dispute and they wouldnt give me my money back told them my information was compromised, got a email saying it couldve been compromised a few days later then I reach out again no update ! Claim denied! Got a email from EVOLVE BRANCHES PARTNER BANK TWICE saying my information was compromised resubmitted dispute told me not to do it again because the answer was already given got ANOTHER email saying I was compromised and they still will not give me my money back and I want my money back ! Their workers are Terrible put you on hold for 5 mins for notes after you requested a supervisor just to not provide a supervisor because of their terrible customer service and everyone whos touch my account needed to be handled

  

  Business Response

  Date: 08/08/2024

  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.