Complaints
This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,764 total complaints in the last 3 years.
- 578 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/02/2022
Type:Billing IssuesStatus: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 called and canceled this card numerous times but I still see it on my credit report as open,so I filed a dispute with Equifax they came back and said the account is still open the account has a zero balance and zero available credit but they refuse to close my account customer service is not reachable in a timely manner and when I finally get somebody they tell me the account closed yet that never happens because it is still reporting as open on my credit report again this account was paid in full and closed and I would like it closedBusiness Response
Date: 09/23/2022
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.
Our records indicate that the monthly billing statement reflected a balance. We received a
payments towards the balance. Additional transactions posted to the account.
The customer spoke to a representative requesting account closure. During the call, per their
request, the representative closed the account. Please note that we have no record
of requests for account closure other than on this date. An additional statement generated
reflecting a balance due to interest charges. We received a payment, which brought the
account to a zero balance.
We can confirm that the account is closed and reflects a zero balance. The Fair Credit
Reporting Act requires that, as a furnisher of information to the Credit Reporting Agencies
(CRAs), we report complete and 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.
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 they contact them
directly for further information regarding the way this account appears on their credit report.
A letter with additional details was provided directly to **************************Customer Answer
Date: 09/26/2022
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. Even though the details differ from what transpired.
Sincerely,
*********************Initial Complaint
Date:09/01/2022
Type:Billing IssuesStatus: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.
Prior to August 22nd, I made eight payments to Merrick Bank. Each payment posted to my available balance in 24 hours. My most recent payments on 8/22 ($618.00), 8/25 ($500.00) and 8/31 ($400.00) have been placed on hold.When I contacted Merrick Bank regarding the matter I was hung up on by the first representative, transferred to another representative when I asked for a supervisor and never received a reason for my payments no longer being my available in my line of credit. I would like to know why the holds are now taking place, why the first representative hung up on me and why the last representative did not transfer me to a supervisor as I requested.Business Response
Date: 09/23/2022
BBB Complaint ID # ********
Our records indicate that we received payments as stated in the complaint, each of which
posted to the account on the date of receipt. However, two of these payments were not
immediately reflected in the available balance. One of these payments was returned unpaid
due to insufficient funds.
Please be advised that payments are credited as of the date of receipt. However, available
credit from a payment is occasionally held based on factors designed to lower the risk of
returned payments. Please note that this temporary hold only applies to the increase of the
available credit and does not affect the crediting of the account balance, account status, or
calculation of interest. In the event that a payment is held, we will hold it for a minimum of 5
days or a maximum of 11 days, as disclosed in the Cardholder Agreement.
Upon receipt of the complaint, we reviewed recent calls on the account. We found that one of
our representatives inaccurately quoted the expected timeline for receipt of payments sent by
mail rather than the time for online payments to post to the account and reflect in the
available balance. 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.
During a subsequent call, *********************** requested to speak with a supervisor, and our
representative appropriately transferred the call as requested. Our records indicate that the
customer also requested to speak with a supervisor on the succeeding call, and our
representative appropriate submitted a request for a call back. We contacted them on the
same date and advised of the payment posting process per the terms of the account.
A letter with additional details was sent directly to ************************Initial Complaint
Date:09/01/2022
Type:Service or Repair IssuesStatus: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.
Getting double charged on my account. Posted transactions are put back on the pending transactions at the same time they are posted and the credit available is totally eliminated. I told the representative and was given to dispute **************** as customer service is supposed to request them taken off. Told many untruths by both departments and this has never happened before but told every purchase now will be double deducted from the account until removed from pending. Beware this company and how they work. No one can give any help to resolve account issues. They blame each other and keep sending you back and forth. No one was able to say why my posted transactions kept going back into pending and reducing my available credit to zero. Just was told it is not usual and to deal with the other departments to get it resolved. Thanks for the double charged and holds Merrick bank. Totally useless customer serviceBusiness Response
Date: 09/23/2022
BBB Complaint ID # ********
Our records indicate that the customers **** card was converted to the MasterCard, as such
a balance transfer was completed. While awaiting for the MasterCard to arrive, the customer
utilized their **** card. Once the card was received and activated, the **** transactions
posted to the MasterCard account. We apologize for the confusion this may have caused.
Following this, the customer contacted us concerning their balance. Upon review of the call,
we determined that the representative provided misinformation. 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 attempted to contact the customer by phone to review the balance and transactions, but
were unable to reach them. If the customer believes that any transactions are unauthorized,
we request that they please provide a detailed list so that we may investigate.
A letter with additional details was provided directly to *******************, along with statements.Initial Complaint
Date:09/01/2022
Type:Billing IssuesStatus: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 details to my complaint, is that I'm receiving a bill in the mail that has no transaction of chargers. I'm being charge monthly for a credit card with interest that never been used. I'm a 78 yr. old, retired worker on a fixed income this issue needs to be resolved and removed. Thank youBusiness Response
Date: 09/23/2022
BBB Complaint ID # ********
At account opening, the set up fee and annual fee were assessed per the terms of the
account. As no payments were received toward these fees, late fees and interest were
assessed.
As the card was never activated or used, the account was closed. We waived all fees that
were assessed bringing the balance to zero. The customer will receive a final billing
statement showing these adjustments. Additionally, we requested that the consumer
reporting agencies delete the tradeline associated with this account from the customers
personal credit file.
A letter was sent to the customer with further information.Initial Complaint
Date:08/31/2022
Type:Service or Repair IssuesStatus: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’ve been with Merrick since 2018. The problem I’m having is I can never get in touch with anyone. When you call the operator keeps rerouting the call and trying to redirect to the app or website. But none of these options answer my questions. I’m currently on the phone them now. It’s been 15 min even though it’s keeps saying my wait time is less than 5 min. I don’t know if this is fraud or not but not being able to get in contact with a single person is very alarming to me. This is not the first time I’ve tried to contact them. The result stays the same, me wasting up to 30-45 min of my time.Business Response
Date: 09/21/2022
BBB Complaint ID # ********
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. We
attempted to call the customer, as requested, but were unable to reach them.
Our records indicate that their payment was received, which was beyond their due date. As
such, a late fee was accordingly assessed.
The Visa card was converted to the new Mastercard and was mailed to the address on file,
which matches the address on their complaint. The card has not been activated and we have
no record of returned mail.
We received a payment, which again, was beyond the due date, and an additional late fee
was assessed.
As a courtesy, we waived the most recent late fee. This credit will be reflected on their next
monthly billing statement. If the customer has any additional questions, or has not received
their card, we request that they please contact us so that we may issue another card.
A letter with additional details was sent directly to ******* ** *******, along with
statements.Initial Complaint
Date:08/29/2022
Type:Product IssuesStatus: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.
8/18- Called Merrick to let them know that I did not receive my new card was assured my card would work until I got the new one. Later I tried paying my storage unit which card declined.8/19- Called explained my situation and was told that I would get a call from a "Higher Up," but they were in meetings. Never got the call 8/20-Called because the "Higher Up," never called me. Was told to call Recovery I explained that I had and explained the situation. I just didn't want to lose my storage unit. Was told to call the places that I owed money to and tell them I would pay them later.8/22- I asked if there was any way I could get to my money without the use of the card. Maybe via transfer? I am trying to sell my house so almost everything I own is in my storage unit. I would not have paid ya'll so much if I would have known that Aug 28th was not the real deadline. My card has not been working for 2 weeks. I asked to transfer to a Manager to get better help because I would not be able to wait **** days or 20 at the most. Got transferred was able to get another card ***** fee waived. The Rep stated that I should get it by 8/26.8/28- Wanted to double check and make sure that the card was on it's way. Was told that it would either be 3-5 days or **** days. At most 30 days.There should have been better communication on the exact date that I would not be able to use my card. All my bills are autopay off this account. So the account pretty much had not been working all month. If I would have known this ahead of time I would have made the proper arrangements and not put almost everything I own in jeopardy. Also the fact that the one of the Reps told me that I should call all the places I owe and say that I will pay them later, really ruffled my feathers. I wouldn't have to if your company had did their job! It shouldn't be almost 2 weeks and 5 phone calls to get this figured out. It's outrageous! I want to be reimbursed for all the late fees and distress ($500).Business Response
Date: 09/20/2022
BBB Complaint ID # ********
According to our records, the new MasterCard was issued to the address of record, which
matches the address on the complaint. Subsequently, the card was returned by the **************** ************** as attempted not known.
Following this, the customer spoke with a representative regarding non-receipt of their card
and requested a call back. The representative deactivated the old card, generated a new
account number and asked how they would like their card received. The customer stated via
regular mail. The representative submitted a form for a call back request; however it was not
completed. We apologize for the inconvenience this may have caused.
Additionally, the customer spoke with another representative who advised the **** card is no
longer available and cannot be unlocked. The customer spoke with another representative
requesting their new card be expedited. Upon review of the call, the representative
deactivated their card and generated another account number; however, the representative
failed to expedite the new card. We apologize for the inconvenience this may have caused
them.
We have confirmed that the customer activated their new card and transactions have since
posted to the account. During the time the customer was awaiting for their new card to arrive,
no late fees were assessed to the account and no refund is owed.Customer Answer
Date: 09/21/2022
Complaint: 17795051
I am rejecting this response because:
Merrick Bank has state that their representatives didnt complete the paperwork right on 2 occasions; for me to be able to get my new card. I had not been able to use that card all of the month of August which is total c*** for a credit card company. So any bills that automatically come out each month were NEVER paid! This is the main issue of why I wanted the refund of all extra extra expenses that had accrued during this month that were linked with this account. As a business dealing with money I would have expected their team to be more professional about getting information across and the expedition of any materials. And yes as I have stated in my other message having to worry about bills not having been paid when the money was there; on top of having the bill collectors charge me extra fees should be covered by Merrick Bank.
Sincerely,
*************************Initial Complaint
Date:08/29/2022
Type:Billing IssuesStatus: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.
Just want to say that I was covid stricken and out of work for awhile but I did pay off account and they still closed my account they said no they wouldn't reopen account. I would have to reapplyBusiness Response
Date: 09/16/2022
BBB Complaint ID # ********
Please know that Merrick Bank sympathizes with the current situation affecting so many of
our cardholders, and we sincerely regret to hear of the hardship that the customer
experienced.
The account was opened with a security deposit and used for transactions. Subsequently, no
payment was received for the first due date. While we received a payment for the next due
date, it was returned unpaid due to insufficient funds.
As no further payments were received, the account was closed for non-payment. The
security deposit was applied to the account balance. In an effort to assist, we waived a late
fee and finance charges that appeared on the billing statement following the closure of the
account. We subsequently received a payment which brought the account to a zero balance.
Upon receipt of the complaint, we reviewed recent calls regarding the account. Our
representatives accurately advised that the account was closed due to the non-payment and
would not be reopened.
A letter with additional details was sent directly to ******************************Customer Answer
Date: 09/16/2022
Complaint: 17795227
I am rejecting this response because: not the truth. There were no several calls placed about my account when I was laid up in the hospital but I don't need there business. I will never use them again no need for me to bash them. God bless em life goes on and I'll do business elsewhere simple...
Sincerely,
*****************************Business Response
Date: 09/16/2022
BBB Complaint ID # ********
The Bank previously addressed the customers concerns. Please see the original response below:
Please know that Merrick Bank sympathizes with the current situation affecting so many of our cardholders,and we sincerely regret to hear of the hardship that the customer
experienced.
The account was opened with a security deposit and used for transactions.Subsequently, no payment was received for the first due date. While we received a payment for the next due date, it was returned unpaid due to insufficient funds.
As no further payments were received, the account was closed for non-payment. The security deposit was applied to the account balance.In an effort to assist, we waived a late fee and finance charges that appeared on the billing statement following the closure of the account. We subsequently received a payment which brought the account to a zero balance.
Upon receipt of the complaint, we reviewed recent calls regarding the account. Our
representatives accurately advised that the account was closed due to the non-payment and would not be reopened.
A letter with additional details was sent directly to *****************************.
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: 09/19/2022
Complaint: 17795227
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
Date:08/29/2022
Type:Product IssuesStatus: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 received an email today that I needed to activate my new card (which doesn't expire till 12/22), I activated the card then called to say I have never received the new card. I was told it was mailed in July.I have been on hold for OVER TWO HOURS and transferred more times than I can count.I WANT TO CANCEL THIS CARD IMMEDIATELY! I am currently waiting on hold yet again to try and do so.This is a terrible company and I would NEVER do business with them again.Business Response
Date: 09/15/2022
BBB Complaint ID # ********
Our records indicate that the customers **** card was recently upgraded to a MasterCard,
and a new MasterCard was issued to the address on file. The customer's existing **** card
was blocked pending the activation of their new MasterCard. We confirmed that the
MasterCard was subsequently activated.
The customer contacted our customer service department regarding the non-receipt of their
MasterCard. Our representative deactivated their account and generated a new card. We
received the customer's payments on the same date, resulting in a credit balance.
Following this, we received the customers BBB complaint, and the account was closed per
their request. A refund check will be issued for the credit balance on the account. A letter
was sent to the customer advising of this information.Customer Answer
Date: 09/16/2022
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,
*************************Initial Complaint
Date:08/29/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On july 5 2022 i received a civil summons with **************** as their lawyer, merrick bank was informed of the cyber crime and fradulant activities on the card. I have repeatedly asked for a complete summary of my account and I have yet to receive it. I have also asked Merrick Bank why the card account was allowed to exceed the credit Limit by almost $2,000 still no answer.I made the mistake by thinking i was doing the right thing and agreed to make payments, In 8 months i paid $1600 only to discover that only around $700 of that came off the balance. They are charging $88 interest fees on a purchase that i didnt make. i want to see these these purchases. MERRICK BANK has yet to complyBusiness Response
Date: 09/16/2022
BBB Complaint ID # ********
Our records indicate that multiple payments made by ************************** were returned unpaid as
customer advised not authorized. As a result, the payment amounts were added to the
account balance, thus increasing the balance over the credit limit.
The account had been frozen due to activity consistent with possible fraud attempts. Upon
investigation, we confirmed that no fraudulent activity occurred on the account, as the
customer stated that they willingly participated with a third party in order to make payments
toward the account.
As no payments were received for multiple due dates, fees and finance charges were
accordingly assessed. We subsequently received several payments from the customer;
however, additional fees and finance charges were assessed per the account terms.
Please be advised that Merrick Bank has no record of any prior requests for documentation.
As no further payments were received, the account charged off and was placed with a third
party collection agency for servicing. We recommend that the customer contact ************************** regarding the status of the account. Please be advised that Merrick Bank
has no existing litigation associated with the account.
A letter with additional details was sent directly to ************************** with copies of account
statements.Initial Complaint
Date:08/29/2022
Type:Billing IssuesStatus: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 asked to cancel Merrick card . Send my $600 I paid in full. Then they raised credit limit to $1200.... that includes my $600. They took my money.Business Response
Date: 09/13/2022
BBB Complaint ID # ********
Our records indicate that the customer's account was opened with our Double Your Line
(***) offer. In order to qualify for the *** offer, a payment of at least the minimum amount
due must be received on time each month, for the first seven months that the account is
open. If these requirements are met, the credit line will double.
The customer contacted our customer service department regarding account closure. Our
representative transferred them to a specialist to process their request, but the customer
disconnected before speaking with the next agent. Therefore, the account was not closed at
that time.
Subsequently, the customer's credit limit was increased per the terms of the *** offer. This
was not the result of a payment that was made, and we have no record of a payment in the
amount referenced in the complaint.
In order to assist, we contacted the customer by phone. Our representative advised of the
above information, and the customer decided to keep the account open. A letter was also
sent to the customer addressing their complaint.
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