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

  PO Box 9201 Old Bethpage, NY 11804

• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

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:08/27/2022

  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 opened an account in June still have not received welcome packs or my cc. I've called multiple times and have gotten no where. Seems like a fraudulent bank in all honesty.

  

  Business Response

  Date: 09/16/2022

  BBB Complaint ID # ********
  Our records indicate that *********************** account was opened and fees were assessed per the
  terms of the account.
  Subsequently, two credit cards were issued to the address of record. However, they were
  returned by the postal service as undeliverable. A third credit card was issued to an alternate
  address as requested.
  Upon review of the calls, we determined that the card was not expedited as the customer
  was advised. We apologize for any inconvenience that this may have caused. The details of
  the 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.
  As requested during a call, the account was closed. As such, we waived the balance, which
  consisted only of fees. Additionally, we requested that the consumer reporting agencies
  delete the trade line associated with this account from the customers personal credit file. We
  appreciate the customer's patience while the credit bureaus comply with the requested
  update.
  A letter with additional details was sent directly to **********************

• Initial Complaint

  Date:08/27/2022

  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.

  Yes I applied for a secured credit card. They took out 200 dollars and I have not gotten my 200 dollars back or have gotten my credit card.

  

  Business Response

  Date: 09/15/2022

  BBB Complaint ID #********
  We received an application and security deposit from *********************. We sent a letter to the
  address on the application advising that we were unable to verify the income provided on the
  application and requesting documentation to validate the income. When no such
  documentation was received, the application was declined and the security deposit was
  successfully refunded to the applicant's debit card.
  A letter with additional details was sent directly to **********************

• Initial Complaint

  Date:08/26/2022

  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 was approved for a credit card with Merrick Bank. I received my PIN for the card but no card. Called the number provided and was told the card was being cancelled and transferred to the lost/stolen card department. Stayed on hold for an hour with no response. Have attempted to call several times to no avail. Would like to just cancel this card and make sure that I do not get charged anything for it.

  

  Business Response

  Date: 09/13/2022

  BBB Complaint ID # ********
  At the inception of the account, the account set up fee and annual fee were assessed per the
  cardholder agreement. A credit card was issued to the address on file, which matches the
  information provided in the complaint. The card has not been returned as undeliverable by
  the postal service.
  The customer contacted us on the day the ******************** complaint was filed to report that they had
  not received the card. Their call was transferred to receive a replacement card; however, the
  customer disconnected prior to speaking to the next representative. We thank the customer
  for their patience and apologize for the long hold times as we continue to assist all of our
  customers during these difficult times.
  As requested, the account was closed, and we waived the balance, which was comprised
  only of the above referenced fees. Additionally, as the card was never activated or used, 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:08/26/2022

  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.

  Im unable to keep my financial obligation with this bank 1. Your mobile app does not work. 2. Your website is not recognizing the login info. 3. The contact number on the back of the card loops with no service agent to resolve the issue (or take the call). Im beginning to believe your 'bank' purposely seeks individuals perfectly capable of maintaining an account, but without better support services most consumers give up, and you are then affecting credit scores, funding availability etc.I finally spoke with an overseas agent who unfortunately did not understand my request and assumed it was amusing to hear my frustration. To continue this account I expect to receive a telephone response from a corporate leader from this institution. The engagement today, yesterday and previous days has been appalling. As a Business Consultant I can advise that your CSAT scores cannot possibly reflect top performance from a ************** perspective, which would affect your overall revenue. You folks have absolutely no idea what you're doing in terms of product or service. Should I not hear from your corporate office within a reasonable timeframe, I will consider our contract void, and accept no responsibility for any incurred financial transactions.

  

  Business Response

  Date: 09/16/2022

  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 account was registered on our website, www.merrickbank.com,
  and the card was activated. Following this, payments were received via the mobile
  application and through our website.
  The customer spoke with several representatives regarding the inability to log into the
  website and issues downloading the mobile application on their phone. Upon review of the
  calls, the representatives accurately advised of no known issues with either platform. A
  representative reset the password and confirmed that they had access to the website.
  Another representative advised to log into the website via desktop prior to logging into the
  mobile application, and we have confirmed that they were able to gain access. On the same
  day, we received a payment via our website.
  In an effort to address their concerns, we attempted to call them, but were unable to reach
  them. As of the date of this letter, we have confirmed that they have access to both the
  mobile application and our website. Should they experience any issues in the future, we
  request that they please contact our Customer *******************
  A letter with additional details was sent directly to *****************************

• Initial Complaint

  Date:08/26/2022

  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 opened a Merrick Bank credit card on July 20, 2022. My first payment of $35 was due on Aug 16. I made the payment on Aug. 16, received a confirmation number. I also called customer service to confirm it was received, and was told it had and she stated the same confirmation number. Aug 19, I received an email stating my bank had returned the payment (which is 100% untrue) and in order to not go into default and/or incur any fees, I needed to make a payment using another account. My bank never even received an ACH so it couldn't have returned anything. I immediately did so on Aug 19 of $164.83, again called customer service to confirm, and was told it was received. I mentioned the fact that I was told that before and apparently it wasn't the case. When I received my statement, it showed a $29 late fee, and no available credit which it should have been roughly $100. I called customer service to inquire and was put back and forth to different people and none of them had any answers until the last person I spoke with. He said it doesn't matter what customer service told me, the account was closed due to me being a "high risk". I asked what could I have done differently, and the man said "not a thing have a great day" and hung up. Now, I do not want my account reopened. Obviously they are not a company I want to continue doing business with, I am trying to keep it from showing as a derogatory item on my credit report. I think it was somewhat of a scam because they just wanted the account set up fee of $72 that shows it was billed on July 8th. I didn't even receive the card til July 20th. I did not even know they closed my account until one of the ladies I spoke with mentioned it in passing. When I asked the man about why I wasn't even notified of the account being closed he said "We don't like to bother our customers" Thank you for any assistance.

  

  Business Response

  Date: 09/13/2022

  BBB Complaint ID # ********
  At the inception of the account, the set up fee and annual fee were assessed. The customer
  then activated the card and used the account for purchases.
  We received their first payment on the due date. Please be advised that confirmation
  numbers are used to confirm that a payment was scheduled. Receiving a confirmation
  number does not guarantee that a payment has successfully posted to the account.
  The payment was later returned unpaid for the reason, Corporate customer advised not
  authorized. As a result, a late fee was assessed, the account was closed, and a letter was
  sent to the customer advising of this information. As per the cardholder agreement, the
  account can be closed at any time, for any reason, and without prior notice.
  We reviewed the customers calls with our representatives and found that they were
  accurately advised that the account had been closed due to the returned payment. We found
  no instance of unprofessionalism nor of calls being disconnected by representatives.
  As of this response, the account is current and has not been reported as delinquent to the
  consumer reporting agencies. While the account is closed, the customer remains responsible
  for payment, and the minimum payment must be met by the due date each month to avoid
  fees and keep the account from becoming past due.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/25/2022

  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 am in the military and was going for a closing this account which does not belong to me appeared so I filed a fraud affadavit via the *** Id Theft Victims form. THIS IS NOT MY ACCOUNT I CALLED THEM MULTIPLE TIMES TO ONLY BE HUNG UP ON , TRANSFERRED 10 TIMES UNTIL I FINALLY GAVE UP AND FILED THIS COMPLAINT. I HAVE SENT THE THE *** form yet they have verified this account to *********** knowing it is incorrect.

  

  Business Response

  Date: 09/13/2022

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application.
  Subsequently, the account was used for purchases and payments were applied to the
  balance. Due to non-payment, the account charged off with an outstanding balance.
  We received Automated Consumer Dispute Verification (ACDVs) forms filed through the
  Consumer ****************** (CRAs) disputing the reporting of the account. In each
  instance, the account was reviewed and responses were provided directly to the CRAs
  confirming that the account is reporting accurately.
  Upon receipt of the complaint, we reviewed recent calls. Our records indicate that our
  representative transferred the customer to our credit department for assistance with the fraud
  application claim, but the customer disconnected prior to reaching an agent.
  As the complaint states that this account does not belong to *************************, an investigation
  was conducted regarding the claim of identity theft. Based on the results of our investigation
  and the account information that matches the customers personal details, the identity theft
  claim was 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 with additional details was sent directly to ************************* with copies of account
  validation documents.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17769637
  
  

  the assertions made are u true !  This is it my account and a fraud Affadavit has already been filed !
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/14/2022

  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.
  Subsequently, the account was used for purchases and payments were applied to the
  balance. Due to non-payment, the account charged off with an outstanding balance.
  
  We received Automated Consumer Dispute Verification (ACDVs) forms filed through the *************************** (CRAs) disputing the reporting of the account. In each
  instance, the account was reviewed and responses were provided directly to the CRAs
  confirming that the account is reporting accurately.
  
  Upon receipt of the complaint, we reviewed recent calls. Our records indicate that our
  representative transferred the customer to our credit department for assistance with the fraud application claim, but the customer disconnected prior to reaching an agent.
  
  As the complaint states that this account does not belong to *************************, an investigation was conducted regarding the claim of identity theft. Based on the results of our investigation and the account information that matches the customers personal details, the identity theft claim was 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 with additional details was sent directly to ************************* with copies of account
  validation documents. Please allow sufficient time to receive.
  
  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. 

• Initial Complaint

  Date:08/25/2022

  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 have been charged a late fee of $40.00 every month since the month of Sept 2021. I have NEVER BEEN LATE. My account is on AUTO PAY. September they charged me a late fee that was supposed to be waived with a replacement payment that was made. Nov I phone in again and replaced more payments of ***** and followed up with ny regularly autopay pmt of 65 a week later and the late fee of 40 continued to be charged on my account. I have made every payment on time. No phone call nor anything to advise of the intended attempt to contact me or replace a payment if missed or late at all which again i have been on time. My regular payment of 56 on the 16th has been due always and therefore i had 65 set on auto pay for the 10th of the month and due to the late fee of 40 added every month my payment due was higher and no one called as the agent said technically I'm not late, but therefore am being charged a late fee? Ive never heard of such stuff. I have an immaculate payment history with all my cards and now i have late payments on my credit! I was having financial difficulties due to covid and still managed not to skip a beat and made regular payments. Again was not late but this entire time i have been charged a late fee accumulated to $480!!!

  

  Business Response

  Date: 09/15/2022

  BBB Complaint ID # ********
  Our records indicate that the customer set up recurring payments to withdraw a fixed amount
  monthly. When setting up automated payments for a fixed amount, customers remain
  responsible for making additional payments if the minimum payment exceeds this fixed
  amount in order to avoid late fees and keep the account current.
  As the customers payments did not meet the minimum payment required, late fees were
  accordingly assessed, and the account was reported as past due. Additionally, one of the
  recurring payments was returned due to insufficient funds. While the customer replaced the
  payment, the replacement payment also did not meet the minimum payment amount.
  We reviewed the customers calls with our representatives and found that they were
  accurately advised that the payments were not meeting the minimum payment due. The
  customer was also advised that one courtesy late fee waiver is granted per year once the
  account is brought current.
  The customer later brought the account current and set up a new recurring payment
  schedule for the minimum payment amount. As a courtesy, we waived a late fee.
  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 additional information.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17769314
  
  I am rejecting this response because:
  

  I had to contact customer service and was advised after the fact that I had a pmt returned which was paid and late fee was to be waived and no charges were to incur, shortly after it was added again and it was not late, none of the payments have been late. Being charged 40 each month and not contacted that the payment was less than UNTIL i contacted CS just a couple months ago, when this has been occurring since Aug 2021.  No call nor advisory of any missed nor late nor half payments. Just continued to charge the account $40 each month!

  This is beyond ridiculous and taking advantage of the consumers.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/16/2022

  BBB Complaint ID # ********
  
  The Bank previously addressed the customers concerns. Please see the original response below:
  
  Our records indicate that the customer set up recurring payments to withdraw a fixed amount monthly. When setting up automated payments for a fixed amount, customers remain responsible for making additional payments if the minimum payment exceeds this fixed amount in order to avoid late fees and keep the account current.
  
  
  As the customers payments did not meet the minimum payment required, late fees were
  accordingly assessed, and the account was reported as past due. Additionally,one of the
  recurring payments was returned due to insufficient funds. While the customer replaced the payment, the replacement payment also did not meet the minimum payment amount.
  
  
  We reviewed the customers calls with our representatives and found that they were
  accurately advised that the payments were not meeting the minimum payment due.The
  customer was also advised that one courtesy late fee waiver is granted per year once the
  account is brought current.
  
  
  The customer later brought the account current and set up a new recurring payment
  schedule for the minimum payment amount. As a courtesy, we waived a late fee.
  
  
  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 additional information.
  
  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: 17769314
  

  
  I am rejecting this response because:
  
  I had to contact customer service and was advised after the fact that I had a pmt returned which was paid and late fee was to be waived and no charges were to incur, shortly after it was added again and it was not late, none of the payments have been late. Being charged 40 each month and not contacted that the payment was less than UNTIL i contacted CS just a couple months ago, when this has been occurring since Aug 2021.  No call nor advisory of any missed nor late nor half payments. Just continued to charge the account $40 each month! The calls to the ************ were made a couple months back and ONLY because I phoned in, AND I was told at that moment of what is going on, NO one advised prior. I was waived a late fee for the last one as a courtesy after I contacted them. No prior calls have been made before this. I was advised once I phoned in myself. I have since then changed my EFT withdrawal amount to NOT have this occur again since I WAS JUST ADVISED OF THIS, having been advised of it prior to charges being added this would have NEVER happened. I have been up to date and NEVER late nor anything on my account. 1 payment was sent back during COVID and I still replaced the payment and did not have no missed nor defaulted payments before or after COVID or in my time with this CC company, just the 1 whille COVID hit and my finances were hurt. Still managed to replace pmt promptly and now there's charges that i was never advised of EACH MONTH for the past YEAR!

  
  This is beyond ridiculous and taking advantage of the consumers.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/24/2022

  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 did not give Merrick Bank permission to Inquiry my credit. Please remove the Inquiry from my credit reports.

  

  Business Response

  Date: 09/13/2022

  Our records indicate that the customer applied for financing with ********************** with a
  dealership. However, the application was declined. Please be advised that as the inquiry is
  valid, it will not be removed from their personal credit file.
  A letter with additional details was sent directly to ************************

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17765961
  
  I am rejecting this response because: Please provide signed documentation that your bank had permission to inquire my credit report. I will be filing a complaint with the PA ************************ if this is not resolved with the BBB.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/23/2022

  BBB Complaint ID # ********
  The application was submitted electronically, and the application does not include a
  handwritten signature. In accordance with the Electronic Signatures in Global and National
  Commerce (E-SIGN) Act, an electronically submitted signature, contract or other record
  relating to such transaction is valid and enforceable and may not be denied legal validity
  solely because an electronic signature or electronic record was used in its formation.
  As stated in the application, You agree that we may obtain a consumer credit report
  periodically from one or more consumer reporting agencies (credit bureaus) in connection
  with the proposed transaction and any update, renewal, refinancing, modification or
  extension of that transaction. Additionally, as stated in the purchase order, Buyer will enter
  into a retail installment contract and sign a security agreement or another agreement as may
  be required to finance Buyers purchase. By submitting an application, the customer agrees
  to all terms.
  A response was sent to the customer with a copy of the application as well as the signed
  purchase order, and copies of the receipts for the down payment and the refund issued when
  financing was not secured. Please allow sufficient time to receive.

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 17765961
  
  I am rejecting this response because: Does not make sense or address the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair 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.

  I opened up a a Mastercard Credit Card with Merrick Bank as it qualified under my suggested credit cards to apply for with my Credit Karma account. I have never received the credit card nor have I used the credit card. I was sent to monthly bills with a payment due that is not possible as I haven't even been able to activate the card that I never received. I have contact the credit card company at least 5 times and have been given the run around for hours on the phone. THIS IS A SCAM COMPANY!!! They have now marked my credit report as a delinquent payment. They have given me false information stating I will send a credit card out yet they never do. NO ONE is stealing my mail as they suggested. HELP ME!!! I just want my credit card, I want my credit report cleared and I want my balance cleared as I never spent any money.

  

  Business Response

  Date: 09/15/2022

  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 the customer opened an account and the annual fee was assessed per
  the terms of the account. Their card was shipped to the address on file and not returned by
  the postal service. As no payments were received toward the annual fee, the account was
  reported past due.
  During a call, a new card was ordered and expedited at no cost to the customer. In order to
  assist, we contacted the customer by phone to apologize for the inconvenience. The
  customer confirmed that they had received the new card. We also requested that the
  consumer reporting agencies remove the delinquency caused by the annual fee.

  Customer Answer

  Date: 09/15/2022

   
  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:08/24/2022

  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.

  company approved card but failed to send a card but charged fees i call to complain and they claimed they would adjust my credit report .and waive fees and send new card .month later still no card and now more fees and now want me to pay all fees before sending card and now i have to dispute credit reporting .

  

  Business Response

  Date: 09/15/2022

  BBB Complaint ID # ********
  Our records indicate that the account setup fee, annual fee, and additional card fee for the
  accounts authorized user were assessed upon the inception of the account. Two cards were
  issued to the address on file after the account was opened. As of the date of this letter,
  neither has been returned.
  As a result of payments that were not received by the due dates or did not meet the minimum
  payment required, fees were assessed, the account became past due and was reported as
  such.
  The authorized user contacted us regarding non-receipt of the card. At that time, our
  representative waived all late fees and interest that had been assessed. They also brought
  the account to a current status and submitted a request to remove the delinquencies that had
  been reported due to fees. They transferred the call to receive a new card, but the caller
  disconnected prior to speaking to the appropriate department. We apologize for the long hold
  times as we continue to assist all of our customers during these difficult times.
  As discussed on the call, a request was sent to the consumer reporting agencies to remove
  the delinquencies. Following this, no payment was received by the next due date. The
  customer then contacted us and was transferred to receive a new card. We reviewed the call
  and found that the customer was advised to make payment before a card could be sent;
  however, our representative should have brought the account current and issued a card at
  that time. We apologize for the inconvenience this caused.
  In order to assist, we contacted the customer by phone. During the call, they advised that the
  address on file was incorrect, and the account was updated accordingly. Their prior account
  number was deactivated, and a new cards with a new account number are currently in
  process. A letter was also sent to the customer verifying this information.