Complaints
This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,775 total complaints in the last 3 years.
- 580 complaints closed in the last 12 months.
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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:07/02/2025
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 am filing this complaint due to what I believe to be deceptive and unethical business practices by Merrick Bank. After falling behind on my credit card payments during a period of temporary unemployment, I worked with Merrick Bank to bring my account current. I was offered a written settlement option containing three distinct choices, two of which involved lower payment amounts but clearly stated that the account would be closed.
I chose the third option, which required a $246 payment. This option explicitly stated that in exchange for the $246 payment, the bank would credit back $160 in late fees and keep the account open. Based on this written assurance, I made the full $246 payment on June 20, 2025, and Merrick Bank did indeed credit back $160 in late fees on June 21, 2025.
However, despite their written promise, I later discovered that my account had been closed—a fact I only learned after calling to inquire why my available credit showed as $0, even though my account showed a current balance of $624.18 on a $700 credit limit. No written communication or notification was ever sent to inform me that the account would be closed, nor was there any indication that this would occur under the option I selected.
I have since contacted Merrick Bank to request that they honor the original terms of the agreement and keep the account open as promised. Unfortunately, I was told that they are unwilling or unable to reopen the account, despite their clearly documented commitment to do so. Had I known the account would be closed regardless, I would have chosen one of the lower payment options instead. I feel misled and manipulated into making a larger payment under false pretenses.
Business Response
Date: 07/15/2025
BBB Complaint ID # BBB 23548369
Our records indicate that the customer's account was accurately reported as past due and
ultimately closed for non-payment prior to their acceptance of our Fee Waiver Program
through their online profile. The online program offer specifies that the account will remain
open only if it was not previously closed. Per the customer's cardholder agreement, Merrick
Bank may close the account without notice any time, including if the customer fails to comply
with its terms. We received the customer's payment and their previous late fees were
refunded per the terms of the Fee Waiver Program. As accurately advised by our
representatives during the customer's call to our Customer Service Department, the account
will not be reopened. No compensation is owed to the customer. In the absence of additional
facts, we will not change the reporting of the account to the consumer reporting agencies.
A letter with additional details was sent directly to ******* ******Customer Answer
Date: 07/16/2025
Complaint: 23548369
I am rejecting this response because: Merrick Bank’s response is a clear example of evasion, misdirection, and unethical conduct. I was presented with a written settlement offer containing three options—two involved lower payments with account closure, while the third required a $246 payment in exchange for a $160 fee credit and a promise that the account would remain open. I selected that third option and paid the full $246. Merrick accepted the payment and refunded the $160, confirming their acknowledgment of the agreement. Only afterward did I discover—without any notice—that the account had been closed. At no point was I told this option would not apply due to the account's status. Had I known, I would have selected one of the less expensive options. Instead, Merrick took the higher payment and retroactively applied different terms. This is deceptive, unethical, and a textbook bait-and-switch tactic. I am demanding that Merrick either reopen the account as promised or refund the difference between what I paid and the lower-cost options I passed on. I will escalate this to the Consumer Financial Protection Bureau and other regulators as needed. Merrick’s actions are indefensible.
Sincerely,
******* ******Initial Complaint
Date:06/30/2025
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.
They have not provided me with the original contract as I requestedBusiness Response
Date: 07/10/2025
BBB Complaint ID # BBB 23540330
Our records indicate that the account was opened with an electronic application and used for
purchases. Due to non-payment, the account charged off with an outstanding balance.
We received Automated Consumer Dispute Verification forms (ACDVs) filed through the
credit bureaus disputing the reporting of the account and claiming identity theft. In each
instance, the account was reviewed, and responses were provided directly to the consumer
reporting agencies confirming that the account is reporting accurately. The fraud claims were
denied based on the results of our investigation and the account information that matches the
customer’s personal details.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
A letter was sent to the customer with further information and validation documents. We have
no record of a prior request for validation or a copy of the contract.Initial Complaint
Date:06/27/2025
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.
To Whom it may concern,
I am disputing an invalid account reported by Merrick Bank Corp on my credit report. This account is accurate, unverified, and violates the Fair Credit Reporting Act ( FCRA ) .Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.Business Response
Date: 07/10/2025
BBB Complaint ID # BBB 23528887
Our records indicate that the account was opened with an electronic application and used for
purchases. Due to non-payment, the account charged off with an outstanding balance.
We received the customer’s Automated Consumer Dispute Verification (ACDVs) forms filed
through the consumer reporting agencies disputing the reporting of the account. In each
instance, the account was reviewed, and responses were provided directly to the agencies
confirming that the account is reporting accurately.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
A letter was sent to the customer with further information and validation documents.Initial Complaint
Date:06/23/2025
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 opened a line of credit with Merrick Bank back on Dec. 21st 2014. I have asked them on multiple attempts to update all three credit bureaus "the date I have had an account with Merrick Bank". Every time they say they will "open an investigation" yet nothing gets updated.
If they can not report accurately, they need to fix the problem internally and report "when my credit history began with Merrick Bank".... and make sure all three credit bureaus have accurate information.Business Response
Date: 07/02/2025
BBB Complaint ID # BBB 23507192
Our records indicate that the customer contacted us on multiple occasions to advise that the
open date for this account is not being accurately reflected on their credit report. In each
instance, they were advised that credit bureau disputes are handled in writing and that they
should submit a copy of their credit report, and a letter to our correspondence address for
investigation. However, no such documentation was received.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information
reported, including the open date of the account, was complete and accurate as of the date
(s) we furnished it. While we report accurate information, the way in which this information is
displayed is at the discretion of each consumer reporting agency. We recommend that the
customer contact them directly for further information regarding the way this account appears
on their credit report.
A letter was sent to the customer with further information.Customer Answer
Date: 07/03/2025
Complaint: 23507192
I am rejecting this response because: "If" they were properly reporting my "account open date", other services would be showing my account open since 2014. Services like "Credit Karma" (who shows all my other account accurately), shows my Merrick Account has only been opened for 3 years and 9 months. It's been open since 2014 (OVER 10 YEARS). I shouldn't have to jump through hoops and write letters when clearly they are not reporting my "account open date" to all three credit bureaus.
Sincerely,
*** *****Initial Complaint
Date:06/23/2025
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 called Merrick to dispute a charge on my card from Booking.com. The hotel had called and canceled my reservations due to a plumbing problem. I tried reaching out to the hotel as well as booking.com with no resolution. At that point I figure i could file a claim with Merrick. I had to file the claim 3 times with NO ONE from Merrick reaching out to me for my proof that the hotel had canceled the reservations and not me. I had voice mails and emails. Each time I complained NO ONE reached out. After the third time I saw that it was on my credit report and my credit score went down. Their customer service is non existent. Each time I called I was promised that someone would reach out to me an no one ever did.Business Response
Date: 07/07/2025
BBB Complaint ID # 23505856
Our records indicate that the customer's previous disputes were denied due to a merchant
rebuttal confirming that services were provided as described. The information provided was
sufficient to result the customer's claim and no further contact with the customer was
required or attempted. The account was not reported as past due as a result of the disputed
amount and we have confirmed that the account is reporting accurately. The account was
closed with a zero balance at the customer's request and a refund check has been issued for
a courtesy credit of the disputed amount.
A letter with additional details was sent directly to ******** *******Customer Answer
Date: 07/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23505856, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
Date:06/23/2025
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 am writing to formally dispute an account opened with ********************** Corp on 11/4/2018 with account number ************ and a high credit balance of $1,314.00. I have reviewed my credit report and found that this account is not mine.I am a victim of identity theft and have already filed a complaint with ***************** regarding this issue. I kindly request that you remove this unauthorized account from my credit report.I appreciate your cooperation and timely resolution of this matter.Business Response
Date: 07/02/2025
BBB Complaint ID # ********
Our records indicate that the account was opened with an electronic application and used for
purchases. Due to nonpayment, the account charged off with an outstanding balance.
Upon receipt of the customers complaint, we conducted an investigation regarding their
claim of identity theft. The claim was denied as the account information matches their
personal records.
The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumers
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. While we report accurate
information, the way in which this information is displayed is at the discretion of each
consumer reporting agency. Upon review, we determined that not all credit bureaus were
accurately displaying the account. As such, we submitted an ************************ form
(AUD) to request that they update their reporting to match our records.
A letter with additional details was sent directly to ******* A. **** **** along with account
documents.Initial Complaint
Date:06/22/2025
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 called merit bank a little while ago and told them I couldnt make the payment they wanted because i was having financial difficulties due to having my money and bank cards stolen from me at that time. it really seemed liked they cared and put me payment plan for $41.00 a month for 6 months and they also took the 38 to 44 percent APR down to a fixed 6 percent APR for the 6 months, I was so grateful and thankful for them. Right after the 6months was up the payments went back to normal but I was still struggling with financial difficulties because while I was trying to recover my losses when everything got stolen from me I had an unexpected death in my family and they had no life insurance It took every I had left to my name to bury them but i couldnt just sit back and do nothing it took a really huge toll on my already financial problems. So I was reaching out to merit bank for the second time to let them know what was going on and asked for some type of help with making the monthly payments because I couldnt afford it right now To my surprise They werent as understanding as they were the first time They told me they couldnt help me at all I told them i could pay something on it every month just not what they were asking due to my situation and they basically said were sorry but we cant help you your not eligible for any type of assistance from us for at least a year and we cant wave the late charges of $41 because your not paying the full min due your only paying some of the min due so therefore youll be charged a 41 late fee every month plus the finance charges will end up being little more because your Not paying the whole minimum due. So i said just so Im clear on what youre telling me is my bill is going to spiral out off control and probably go way over the limit and you cant help me again at least for a year and you cant wave the $41 late fees or due anything to lower the apr so I can afford the payments every month she said thats correctBusiness Response
Date: 07/02/2025
BBB Complaint ID # *****************************
Our records indicate that the customer's account was enrolled in our Fixed Payment
Program, which reduced their minimum payments and APR. Following the scheduled
removal of the account from this program, the account became ineligible for the program for
eighteen (18) months, as accurately advised by our **************** Representatives. Late
fees were assessed to the account for insufficient payment. While payment was made to
bring the account current, we have no record of a subsequent call from the customer to
waive the late fee as requested by our representative. In an effort to address the customer's
concerns, the most recent fee was waived and the account was brought current, reducing the
minimum amount due for their next payment due date. While we regret the customer's
concerns, the account currently remains ineligible for hardship programs. However, we
encourage the customer to contact us at a future date to discuss programs which may have
become available.
A letter with additional details was sent directly to ******** S. ******.Initial Complaint
Date:06/20/2025
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 been a credit card customer of Merrick Bank for 3 years now. I originally obtained a Merrick credit card because it was marketed and advertised as an effective way to help rebuild credit for those of us who had suffered damaging hits to our credit score in the past. They purport to send reports every month to the credit bureaus, so that customers who stay on top of their balance payments can build favorable history with the credit bureaus.
I have appreciated their services, and as a result of staying on top of my monthly payments for several years, I was thrilled to finally obtain "Excellent" credit status with all 3 major credit bureaus as of 2025.
THEN, in April 2025, without any meaningful notice that I am aware of, Merrick decided to begin charging an ANNUAL FEE. Since July 2022, when I first opened my credit account with them, they had NEVER charged an annual fee. But for whatever reason, they decided it was time to start charging me $4 on a MONTHLY BASIS to cover an annual fee of $48. Seemingly, no big deal... HOWEVER, since I rarely use the card anymore and was unaware of the monthly fee, I received a notice last week (June 2025) that I was delinquent in my account (a whopping $12), for which Merrick felt it warranted REPORTING DELINQUENT ACCOUNT STATUS TO THE CREDIT BUREAUS!
As a result, my FICO score dropped by 84 POINTS overnight!!! I went from being classified as "EXCEPTIONAL" in my FICO score, to being "GOOD".
For a company that positions itself in the market as a "credit builder" bank, they sure did not act like it with regard to my account. Now, who knows how long it will take to undo the damage Merrick has caused to my credit score... and for what? $12??? Shame on them.
Customer Service never replied to my email expressing my concerns, and when I tried to call, I got an outsourced (Indian) rep who had no power to help and just apologized for the "inconvenience". It's more than inconvenient... it's despicable.Business Response
Date: 07/03/2025
BBB Complaint ID # 23497686
Our records indicate that the customer's account was opened without an annual fee. Per the
terms of the cardholder agreement, which permits updates to account terms, an email notice
was issued advising the assessment of a new annual fee in monthly installments. The
account was reported as past due for non-payment of the fee. Payment was made to bring
the account current. The account remains open and fees will continue to assess while the
account is open or maintains a balance.
We determined that our representative failed to submit an investigation of the delinquency at
the customer's request. The call was forwarded to provide coaching. As the delinquency was
assessed on fees only, we have requested that it be removed from the customer's credit file.
A letter with additional details was sent directly to ******* ** *******Customer Answer
Date: 07/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23497686, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:06/19/2025
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.
This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.
MERRICK BK
ACCOUNT no.: ************
DATE OPEN: 01/01/2024
BALANCE: $788.00Business Response
Date: 07/01/2025
BBB Complaint ID # BBB 23493343
Our records indicate that the account was opened with an electronic application and used for
purchases. Due to non-payment, the account became past due, was reported as such, and
was closed.
We recently received the customer’s Automated Consumer Dispute Verification form (ACDV)
filed through the credit bureaus disputing the reporting of the account and claiming identity
theft. The account was reviewed, and a response was provided directly to the consumer
reporting agencies confirming that the account is reporting accurately. The fraud claim was
denied based on the results of our investigation and the account information that matches the
customer’s personal details
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
A letter was sent to the customer with further information and validation documents.Initial Complaint
Date:06/19/2025
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 AM NOT LIABLE FOR THIS DEBT WITH "***********************"I DO NOT HAVE AN ACCOUNT WITH "***********************." THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS REQUESTED.Business Response
Date: 06/27/2025
BBB Complaint ID #23493151
Our records indicate that the account was opened with an electronic application, used for
purchases, and charged off due to non-payment. We have no record of prior correspondence
requesting a copy of the application.
Merrick Bank is not affiliated with Spring Oaks Capital LLC or National Credit Systems. As
such, we are unable to provide any information regarding an account with these companies,
and we recommend that the customer contact them directly for assistance.
An investigation was conducted regarding the customer’s claim of identity theft. Based on our
investigation, the claim was denied as the account information matches their personal
records.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
A letter with additional details was sent directly to Orane Mcmayo, along with account
documents.
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