Complaints

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

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  Merrick Bank

  PO Box 5000 Draper, UT 84020-5000

  
• 

  Merrick Bank

  PO Box 1442 Draper, UT 84020-1442

  
• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

• 

  Merrick Bank

  Dallas, TX 75266

• 

  Merrick Bank

  10705 South Jordan Gateway Ste 200 South Jordan, UT 84095

  

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

• Initial Complaint

  Date:12/19/2022

  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.

   
  Complaint: 18613558
  
  I am rejecting this response because: I never applied for accounts at Merrick in my life I never even heard of this bank plus you people at merrick bank cannot make me pay this debt anyway I draw an SSI check and it is protected from being garnish I am judgement proof so yall lose either way.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/10/2023

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application and used for
  purchases. As of this response, the account remains open with an outstanding balance.
  We received the customers 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 identity
  theft claim was denied based on the results of our investigation. Upon receipt of the
  complaint, we conducted an additional investigation, and the claim remains denied.
  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. 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 account validation documents.

  

  Business Response

  Date: 01/12/2023

  BBB Complaint ID # ********
  
  The Bank previously addressed the customers concerns. Please see the original response below:
  
  Our records indicate that the account was opened with an electronic application and used for purchases. As of this response, the account remains open with an outstanding balance.
  
  We received the customers 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 identity theft claim was denied based on the results of our investigation. Upon receipt of the complaint, we conducted an additional investigation, and the claim remains denied.
  
  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. 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 account validation documents.
  
  While we regret the customers dissatisfaction with the response provided, the Bank has responded to each of their concerns. If the customer has a concern that hasn't already been addressed by the Bank, we would be happy to review it. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18613558
  
  I am rejecting this response because: There are two fraudulent charges on this account from 12/22/2022 either you people at merrick bank **** these down as fraud or yall will be hearing from my lawyer by the way this whole account is fraud either you people take this account off my credit report or I will be getting me a lawyer.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2022

  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 credit card with this company and was approved on August 20, 2022. As of today, December 19, 2022, I still have not received the credit card. I reached out to Merrick Bank via phone on November 25, 2022, after receiving numerous emails about a delinquent balance that I had with the company. After calling Merrick Bank, the representative that I spoke with informed me that she was able to see that a credit card was never activated on my account. And that she could mail out a new card that would arrive in **** business days. After speaking with a supervisor, the rep also informed me that the balance due would be suspended since my card was never received. I contacted Merrick Bank again on December 9, 2022, because my credit card still hadn't arrived. The representative that I spoke with then informed me that my card had been mailed out and to give it a few more days to arrive. Today, December 19, 2022, I called again after noticing that my card still hasn't arrived, the first representative that I spoke with hung up on me. The second rep informed me that my card still hadn't been shipped because they're dealing with some mailing issues on their end because of the holidays. He stated that my card should be shipped soon but couldn't provide me with an exact date. Merrick Bank has reported that I have a delinquent balance to the credit bureau. It's going on four months, and I still have no account number to set up an online account and again, I have yet to receive a credit card. So, I'm unable to make any payments at this time. After four attempts to speak with a supervisor and the call being disconnected during those attempts, I'd like the account closed and this taken off of my credit. This company is extremely unprofessional, and I think it may be a scam.

  

  Business Response

  Date: 01/20/2023

  BBB Complaint ID #********
  We regret the difficulty that the customer experienced when attempting to reach our
  Customer ******************* We thank them for their patience and apologize for the long
  hold times as we continue to assist all of our customers during these difficult times, as well as
  any calls that were disconnected as a result of a system issue that our representatives
  experienced.
  Our records indicate the account set-up fee and annual fee were applied to the account, per
  the cardholder agreement, at the time of opening. Following this, the card was shipped to the
  address of record. Please note, we have no record of returned mail.
  Subsequently, a statement was issued reflecting payment due. As no payment was received,
  a late fee was accordingly assessed. Following this, no payment was received by the
  following due date. As a result, an additional late fee was assessed and the account was
  reported past due.
  The customer spoke with a representative regarding non-receipt of their card. The
  representative advised that they would report the card as lost and issue a replacement.
  Subsequently, the card was deactivated and a new account number was generated.
  Following this, the customer spoke with multiple representatives regarding the delivery of the
  card. During these calls they were accurately advised that due to a global supply chain issue,
  the card had not yet been mailed. Subsequently, they requested a supervisor; however, the
  representative failed to transfer the call. Please be advised that the details of this call were
  forwarded to the appropriate level of management to provide coaching so that the
  representative can better handle calls of this nature in the future.
  The customers account was closed, as requested, and we waived the balance as it
  consisted solely of fees, bringing the account balance to zero. Additionally, we have
  requested that the consumer reporting agencies delete the account from their personal credit
  file. We appreciate their patience while they comply with the requested update.
  A letter with additional details was sent directly to ******************************

• Initial Complaint

  Date:12/19/2022

  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 a notice that I have a collection from MERRICK BK on my credit report. It says it was opened on 11/21/2016 for $1164 with account number starting in ********* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA. I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  

  Business Response

  Date: 01/11/2023

  BBB Complaint ID # ********
  Our records indicate that the customer opened an account with an electronic application. The
  account was used for purchases and payments were applied to the balance. As a result of
  non-payment, the account charged off with an outstanding balance.
  We received the customers Automated Consumer Dispute Verification form (ACDV) filed
  through the credit bureaus disputing the reporting of the account and claiming identity theft.
  The identity theft claim was denied based on the results of our investigation, and a response
  was provided directly to the consumer reporting agencies confirming that the account is
  reporting accurately. Upon receipt of the complaint, the identity theft claim was again
  reviewed and remains denied.
  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 completed
  and accurate as the dates(s) we furnished is. 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 account validation documents.

• Initial Complaint

  Date:12/19/2022

  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.

  Had a card from Merrick bank, the put an unauthorized payment through then charged a return fee, and a late fee. They did that twice. Even after I told them the day I would make the payment. Then they revoked my card, but continued to call every day for a payment. I asked if the account was closed, the rep said the account is revoked. So I said the answer is yes its closed. I then informed them that I will make payments, but since its not an account I can use why would I continue to make on time payments on an account that I can no longer use. On account that the mistake was made in their part since I never *************** pay.

  

  Business Response

  Date: 01/18/2023

  BBB Complaint ID # ********
  Our records indicate that a total of six payments were returned unpaid by the originating
  financial institution due to insufficient funds. In each instance, a returned payment fee was
  accordingly assessed to the account, and our records indicate that one of these fees was
  waived as a courtesy. The payments were initiated by the customer via the mobile
  application or at merrickbank.com. Please be advised that we find no record of an automatic
  recurring payment schedule on the account.
  Due to the number of returned payments, it became necessary for us to close the account.
  Please be advised that, though the account has been closed, the customer is responsible for
  making payments on the balance. Applicable fees and interest will continue to accrue until
  the balance is paid in full.
  Upon receipt of the complaint, we reviewed recent calls regarding the account. We found that
  our representatives provided accurate information regarding the returned payments and the
  status of the account. However, one of our representatives disconnected the call in error.
  Please be advised that the details of this call were forwarded to the appropriate level of
  management to provide coaching so that the representative can better handle calls of this
  nature in the future.
  We have updated the account to reflect the customers request for no further communication.
  A letter with additional details was sent directly to ************************

• Initial Complaint

  Date:12/17/2022

  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.

   
  Complaint: 18603226
  
  I am rejecting this response because: ******** and information provided by the organization is skewed and purposefully misleading. I have never been 30/60/90 days late on the referenced account and this reporting is just lies. In the response i read that they have assisted me with fees and late charges, and this is due to their own fault and negligent record keeping practices. This account and the relationship with this company has almost consistently had a predatory and unfair reporting/documentation practice with appears to only be with my account as per their own representative ****************. He stated on January 3rd of 2022 that the missing payments that my account has experienced are " RARE" and he has never seen iy happen before. I have bank statement that shows that  i have not missed payments and have been active and up to date. I am a disabled Vet and has shared my payment preferences with the representatives of this organization monthly to no avail. I get paid on the first if the month and made an exhausting amount of attempt to change my DUE date to reflect my pay schedule. The representatives that i encountered were rude unhelpful and misleading. Th fact that i made such a large payment in what appears to be a random date would only leave most to believe that I was in a valiant attempt to clean my account and set it on the right path after undergoing health issues. However, we are here at this juncture because my account had never been handled well. ON the day that I made the large payment on the asset I stated several times that i would like to "bring my account current" The representative assured me that it was indeed what was taking place. Only for the **** that less than 30 days later the charges that were for previous lateness on the account resurfaced to utter surprise and massive frustration. 
  Furthermore, In their response to my claim they stated that I was late in may2021 and made a large payment on the account at a later date in the *** of over ******* only to leave the account unsatisfied and with a substantial interest occurring balance. The reported late payments were a result of the organization not allowing assisting or honoring my repeated and unheard request for the payment to be placed in the direct debit system.

  The additional lie/falsehood that this organization willingly reported to you is that they have had NO EVIDENCE of my selling the asset in an effort to get away from this toxic hurtful damaging predatory company. I sold the trailer to the same company that i bought it from. I have been in consistent contact with **************************. Merrick Recreational Representatives **************** told me in  the presence ( via phone call ) of the CHESACO RV representative Mr. *** that it was MY responsibility to communicate and relay any messages that the two companies may engage in because it was my account and MY responsibility" he already in that conversation stated that they would suggest that I contact CHESACO RV to make a stop payment and reissue the check That they lost. ******* provided me with that dates and times and tracking number as well as the fact that their system showed that the check was cashed in NOV2022 not to mention they do in **** have proof of the payoff for the asset because **************** was the representative that told me the burden was mine and that I had to obtain a copy of the front and back of the check that CHESACO sent them so i have that as well. It is my humble opinion that AFTER A VERY HEATED AND UNPLEASNT interaction with the representative named *** on their collections staff that my account handling got worse, and the late fees increased. I am a regular person I do know, nor do I understand their policy however This has been devastating to me and my financial health. when i look at my credit history recently and the score the MEERICK RECREATIONAL reporting has decimated my chances of recovery and progression. I am getting statements from my financial institutions to show that i have NOT been negligent in my responsibilities of repayment and that ************ and it representatives have mishandled and damaged my credit and the reporting of my account 

  The best example of this is at the current moment the **************** and ******************** are all aware that the asset was sold to a ******************************** but the response and the notice that was sent to me states that they are unaware of the sale, but ************** told me that he called CHESACO to ask for a stop payment on the original check and a reissuance of the funds. In a phone the same day I asked about the dates that were misaligned and he stated that he would pay or wave the payment difference and that i would not have to pay anything else his exact words were " we will back date the new check and I will pay the difference because its ONLY *****" This is just another example of the sideways handling of my account.

  ON 12/12/22 i have emails from **************** asking ME to get a copy of the check ******* sent to them for payoff and i did what was requested under duress as I just wanted the whole situation to be over as soon as possible. This is yet another reason why i feel that my account was purposefully sabotaged and mishandled. The only party that is having a hard time during this 3 year h*** scape has been me and I am not a company and am at a loss as to how I can be free and fully recover from this companies abuse. THEY HAVE THE COPY AND IS AND WAS FULLY AWARE OF THE **** AND THR REPEATED ATTEMPTS TO FIX MY ACCOUNT AND ITS CHARGES! THEY LIE!!!!!!!!!!!!!! I am having a hard time attaching the emails, but they are here, and I am awaiting statements form my bank and the fact that both MERRICK AND CHESACO records the phone calls, there should be more than enough proof that It is and was gross negligence and malice on the part of MERRICK Recreational loans 
  
  ***********************

  d me with the tracking number for the payment that was sent. According to ******* and Merrick it was received before the 10-day pay-off date of November 5th and cashed by Merrick on November 12th. It is now December 17th and they have still not credited my account and because of their dishonest, messy, unprofessional, and targeted attacks on me by way of this account My credit score for the last 2 years has suffered and been a source or stress and feeling of helplessness. I feel like this is a targeted attack on me personally as i have never encountered such a hostile and evasive group of workers>The primary culprits are ********************** and *************************. There is abit more to the story but this is the gist and I am feeling lost taken advantage of and once gain targeted for an unknown reason.

  

  Business Response

  Date: 01/04/2023

  BBB Complaint ID # ********
  Our records indicate that the account has been past due multiple times and accordingly
  assessed late fees due to payments not being received by the due dates indicated on the
  customer's monthly billing statements, or payment amounts remitted which did not satisfy the
  minimum amount due. Of these fees, we have waived several as a courtesy, though an
  outstanding late fee balance remains. The customer's account was also accordingly
  assessed fees for returned checks, one of which was waived as a courtesy.
  As a result, the customer's account was reported as past due to the consumer reporting
  agencies on several occasions. Please be advised that we have no record of a
  representative advising the customer to disregard an inaccurate notice of past due status, as
  indicated in their complaint.
  While we received a large payment from the customer, payments are applied first to interest,
  then to their principal balance, then to fees.
  We found no record of receiving a payment for sold assets for the customer's account within
  the specified dates. The customer has been advised to submit proof of those payments (i.e.,
  a clear copy of the front and back of their canceled check/money order) in order to initiate an
  investigation.
  We take the customer's claim of discrimination very seriously and want to assure you that
  Merrick Bank follows all practices under the Federal Equal Credit Opportunity Act, which
  prohibits creditors from discriminating on the basis of race, color, religion, national origin, ***,
  marital status and age.
  A letter was sent to the customer with further information.

  

  Business Response

  Date: 01/26/2023

  BBB Complaint ID #********
  Since being opened, ****************************** account has been past due multiple times and
  accordingly assessed late fees for payments not received by their statement due dates or
  payments which did not satisfy the minimum amount due. Additionally, the account was
  assessed multiple fees for returned checks. As these delinquencies are accurate, they will
  not be removed from the customer's personal credit file.
  We received the customer's email request to update their payment due date. The request
  was processed on the same date. While we regret the customer's dissatisfaction, we
  reviewed their calls with our representatives and found no instance of unprofessionalism.
  However, we appreciate their feedback, as it enables us to improve service for all of our
  valued customers. We take the customer's claim of discrimination very seriously and have
  assured them that Merrick Bank follows all practices under the Federal Equal Credit
  Opportunity Act, which prohibits creditors from discriminating on the basis of race, color,
  religion, national origin, ***, marital status and age.
  While we received the customer's recent payment for the sold asset, we were unable to
  process the payment due to a damaged or illegible check. We subsequently processed the
  customer's payment via a replacement check. As of the date of this response, the account is
  closed with a zero balance.

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me partly 
  
  
  
  Sincerely,
  
  ********** *******
  

  

  Business Response

  Date: 01/17/2023

  BBB Complaint ID # ********
  In an effort to address the customer’s concerns, we attempted to call them, but we were
  unable to reach them.
  We regret the difficulty that the customer experienced when attempting to reach our
  Customer Service Department. We thank them for their patience and apologize for the long
  hold times as we continue to assist all of our customers during these difficult times, as well as
  for any calls that were disconnected as a result of system issues that our representatives
  experienced.
  Our records indicate that upon inception of the account, and as per the terms of the account,
  the annual fee was assessed. After the first year, the annual fee will be split up over 12
  months and charged as a monthly fee per month. Please be advised the monthly portion of
  the annual fee is assessed as long as the account is open and/or carries a balance.
  Following this, the customer spoke with several representatives requesting a supervisor due
  to service received. Upon review of the calls, the representatives were experiencing audio
  issues along with the supervisor. We apologize for the inconvenience that this may have
  caused. Additionally, we determined that several representatives did not conduct themselves
  in a professional manner. Please be advised that the details of these calls were forwarded to
  the appropriate level of management to provide coaching so that the representatives can
  better handle calls of this nature in the future.
  The customer spoke with additional representatives requesting account closure and to speak
  with a supervisor. We determined that the calls were transferred, but were disconnected prior
  to speaking with a supervisor. The customer’s account was closed, as requested. As a
  courtesy we waived the balance as it consisted solely of fees. The account is closed with a
  zero balance.
  We also received a complaint regarding this issue filed through the Federal Deposit
  Insurance Corporation (FDIC). The customer will receive a detailed response upon the
  resolution of the FDIC case.

• Initial Complaint

  Date:12/16/2022

  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.

   
  Complaint: 18597563
  
  I am rejecting this response because:
  Even though they say they communicated properly I was not informed properly I felt. I also feel because of the time lapse they should have noticed the error sooner. I inquired about the extra credits and were told those are credits I can spend. Otherwise I would have left the money on the card so as not to owe this amount. I had just paid off my balance so I wud not owe that and then that happened. I feel I should not owe this since it was an error on the banks part!! I have bn a good customer and feel this is unfair 
  Sincerely,
  
  ***********************en an additional amount after telling me they took exactly what was owed already. I don't trust this company and when you call them they can't really explain things and I feel like I will never get this paid if this continues. Please help they have a bad reputation I am finding out.

  

  Business Response

  Date: 01/10/2023

  BBB Complaint ID # ********
  Our records indicate that ************************** contacted our *************************** to
  dispute several unauthorized transactions. Our representative deactivated their account and
  generated a new card which was issued to their address of record. We confirmed that the
  card was subsequently activated.
  We sent the customer a letter notifying them that we had opened an investigation into their
  claim and that we had issued provisional credits for the unauthorized transactions during the
  investigation. Unfortunately, due to an internal oversight, additional credits were applied to
  the account, resulting in a credit balance. Please be advised that this matter was forwarded
  to the appropriate level of management to provide coaching so that the representatives can
  better handle issues of this nature in the future.
  During the investigation, we determined that one of the merchants involved in the customer's
  claim issued a credit to the account. As a result, we reversed the associated provisional
  credit and it was reapplied to the account.
  Based on our investigation, the customer's fraud claim was accepted and the provisional
  credits became permanent. An acceptance letter was sent to their address of record the
  same day. The account was also rebilled to correct the aforementioned duplicate credits.
  Subsequently, we determined that another of the merchants issued a credit to the account.
  As a result, we reversed the associated provisional credit and it was reapplied to the account.
  During a recent call, a representative accurately advised that the duplicate credits applied
  during the customer's fraud claim had been re-billed to the account, and the account balance
  is now accurate.
  A letter with additional details was sent directly to ***************************

• Initial Complaint

  Date:12/15/2022

  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 got a Merrick bank credit card, they changed me an annual Fee already But I have yet to get a credit card, 3 weeks passed and I called after getting approved and they told me due to. Global supply shortage (lie) they didn't have any, called again a day later, was told my card was in production, called a week later was told global supply shortage and they haven't made cards yet, a week. Later I get a card in the mail, doesn't work. Called told it was cancled, never once did I ask for it, I just called asking why I hadn't gotten a card yet, spent over 6 hours on hold and on phone, fast forward 2 weeks later still. No card, global supply shortage excuse put on hold and never picked back up. This company is a scam... I can't even close my account and they want me to. Pay an annual fee for a card I don't have and it's going on 3 months. I want this account closed, I would like the record expunged off my credit report due to Fraduant activity by Merrick bank. I'm. A disabled veteran trying to. Rebuild my credit and they are ruining it.

  

  Business Response

  Date: 01/13/2023

  BBB Complaint ID # ********
  We regret the difficulty that the customer experienced when attempting to reach our
  Customer ******************* We thank them for their patience and apologize for the long
  hold times as we continue to assist all of our customers during these difficult times. In an
  effort to address the customer's concerns, we attempted to contact the customer but could
  not reach them.
  Our records indicate the annual fee was applied to the account, per the cardholder
  agreement, at the time of opening. Due to delays in production, we were unable to issue their
  card within the advised timeframe. We apologize for the inconvenience that this may have
  caused them.
  The customer spoke to a representative requesting their account number, as they did not
  receive their card. The representative advised they could not provide that information over
  the phone and advised they could issue a new card. As such, the representative deactivated
  the card and generated a new account number. Following this, the deactivated card was
  shipped to the address of record and subsequently activated; however, this card was
  previously deactivated and unable to be utilized. Following this, the new card was shipped to
  the address of record.
  Subsequently, the account was closed, as requested, and we waived the balance as it was
  comprised of fees only, bringing the account balance to zero. Additionally, we have
  requested that the consumer reporting agencies delete the account from their personal credit
  file. We appreciate their patience while they comply with the requested update.
  A letter with additional details was sent directly to ************************

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/17/2023

  BBB Complaint ID # ********
  Our records indicate that the complainant contacted us advising the account was fraudulently
  opened. During the call, the representative submitted a request for an investigation into
  the claim of identity theft and provided the timeframe for completion.
  The identity theft claim was accepted based on the results of our investigation. As such,
  they are not responsible for the remaining balance. Additionally, we have requested that the
  consumer reporting agencies delete the trade line associated with this account from
  their personal credit file. We appreciate their patience while they comply with the requested
  update.
  A letter with additional details was sent directly to *******************************