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

  
• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

• 

  Merrick Bank

  10705 South Jordan Gateway Ste 200 South Jordan, UT 84095

  
• 

  Merrick Bank Corporation

  5770 Roosevelt Blvd Ste 410 Clearwater, FL 33760

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:08/23/2022

  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.

  Absolutely cannot get through to customer service, ridiculous amount of time spent on hold all for nothing. My credit card through this bank has expired, they were supposed to send a new card but I have yet to receive it. Seems impossible to get ahold of anyone at all.

  

  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 that the customers **** card was upgraded to a MasterCard. A new
  MasterCard was issued to the customer's address on file, and was not returned as
  undeliverable by the postal service.
  The customer contacted our customer service department regarding the non-receipt of their
  card. Our representative deactivated their card and generated a new card, which was issued
  to their address on file. We confirmed that the card was activated online.
  In order to assist we contacted the customer by phone. They confirmed that they had
  received the card and had no further concerns.

  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:08/23/2022

  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.

  After consistently making on time payments, I logged into the account more than once to make payments on my account. EVERYTIME I logged in , for the Month of August , it showed no minimum payment due also I never received any notifications that a payment was due and ever since they changed accounts , even with all of this, the company kept showing technicAl issues on their end. Merrick charged me a late fee and on my credit report it shows 1 late payment. I would like the late fee off and my credit report corrected because that was a mishap on Merricks end so that is not my fault.

  

  Business Response

  Date: 09/07/2022

  BBB Complaint ID # ********
  Our records indicate that no payment was received by the customer's due date. As a result, a
  late fee was accordingly assessed, and an email was sent to advise of the missed payment.
  We subsequently received a payment, which brought the account current. While we regret
  any dissatisfaction, we were unable to replicate the technical issue referenced by the
  customer in the complaint. Please note that the account was not reported as past due to the
  consumer reporting agencies at this time.
  In order to assist, we contacted the customer by phone. We advised that the above
  referenced late fee was waived and the account had not been reported as past due. The
  customer confirmed that they had no further concerns.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apply for the maverick secure credit card set my 200 deposit in never received a card called the company to request a refund they said they closed out my account and my refund will be refunded to me within the next 30 days there has been approximately 90 days ago I called the company talk to people and they keep telling me the same thing your check is going to be issued by 19 August I called back again on 20 August and was told that I will receive a check by 21 August I never received it every time I call the company I get the same runaround can someone please help me out please Just looked at my credit report and it says I have an open maverick account for $36 I never received a card

  

  Business Response

  Date: 09/16/2022

  BBB Complaint ID # ********
  At the inception of the customers account, a credit card was issued to their address on file.
  The card was never activated or returned as undeliverable.
  The customer contacted us by phone, and the account was closed per their request. We also
  waived the annual fee that had been assessed at account opening. As advised during the
  call, the security deposit refund is issued as a check by mail within 30 days of account
  closure. The check was issued within this timeframe and was cashed following the
  submission of the BBB complaint.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have just opened up a credit card with Merrick Bank. After two days of using the card, all future transactions have been declined while I have enough credit. I called and customer service said there is no hold on my card but I need to contact the fraud department. I have been on hold for 6 hours. I wasted my whole day on the phone, as well as, two hours of driving to a store just for my card to decline. There is no way for me to approve the transactions through the app or by text/email. They said it has to be through the fraud department which they dont answer. I need my card to WORK!

  

  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 ********************************** contacted our customer service department to
  advise that the card was declining. Our representatives accurately advised that the
  transactions were declined due to a high risk of fraud associated with the merchants and
  appropriately transferred the calls to our fraud department for assistance. During the calls,
  our representatives attempted to update the account to allow the transactions to process.
  One of our representatives also provided the direct number to reach out to the fraud
  department.
  The customer contacted our fraud department and advised the card was declining again. As
  our representative advised, the transactions were blocked again due to an attempted
  transaction with the same merchant. Our representative stated they would make an
  additional adjustment to the account.
  During a recent call, ********************************** advised that the issues with transaction declines had
  been handled. In addition, our representative assisted with setting the account up for alerts
  through our mobile application.
  A letter with additional details was sent directly to ***********************************

• Initial Complaint

  Date:08/22/2022

  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 have a **** credit card with Merrick Bank account number **************** . I received a email that they were changing all cards to Mastercards and advising i would received a new card. I then received a email to activate my new Mastercard a few weeks later. I called Merrick bank and told them i never received the new Mastercard and they transferred to their card services department several times and either they never answer after hours on the phone or they disconnect me after hours on hold.

  

  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.
  According to our records, a new MasterCard was issued to the address of record, which
  matches the address on the customers complaint. We have no record of the card being
  returned as undeliverable.
  The MasterCard was deactivated and a new account is currently being generated. Once
  generated, a new card will be issued to the address on file. Please allow **** business days
  for receipt of the card.
  A letter with additional details was provided directly to **********************************

• Initial Complaint

  Date:08/21/2022

  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 have called three times about charges on my account and nothing has been done. I have given months to credit my account. I want my account credited plus interest they charged me for the charges for months please. Thank you in advance.

  

  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 that the customer contacted us regarding the **** to MasterCard
  conversion and to report unauthorized transactions on the account. The representative
  advised of the conversion and advised the customer to call back to open a claim, as the
  Security department was closed at the time of the call.
  We attempted to contact the customer by phone to verify account activity, 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.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17749919
  
  I am rejecting this response because: I called them back and noone could help me.  The lady said I could the number on back of card as well.  Noone could help me as well.  I just want the chargers and interest for those charges. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/19/2022

  BBB Complaint ID # ********
  
  The Bank previously addressed the customers concerns. Please see the original response below:
  
  We regret the difficulty that the customer experienced when attempting to reach our
  **************************** 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 customer contacted us regarding the **** to MasterCard
  conversion and to report unauthorized transactions on the account. The representative
  advised of the conversion and advised the customer to call back to open a claim, as the
  ******************* was closed at the time of the call.
  
  
  We attempted to contact the customer by phone to verify account activity, 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.
  
  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:08/21/2022

  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 went onto the Merrick Bank app to finish the rest of my card payment and notice that I had a balance of 600 dollars. This couldnt have been true because I paid 300 the month before and hadnt used my card since. I looked on the statement and there were charges from Uber and transactions in *********. I live in *******,******* and I have never been to *********. I called Merrick Bank at least 3 times and the call dropped each time. When I get on the phone with someone they send me to the fraud department and no one answers. This need a to be resolved immediately! I have proof that I was never in ********* during the time of the transactions. I am a teacher and I was at work during this time

  

  Business Response

  Date: 09/15/2022

  BBB Complaint ID # ********
  ************************* contacted our customer service department to advise that multiple transactions
  that posted to the account were not authorized. Our representative expressed difficulty
  hearing the customer, and the customer disconnected the call. We apologize for any
  inconvenience this may have caused.
  The customer again contacted our customer service department to report the unauthorized
  transactions and our representative transferred the call to our fraud department, but the
  customer disconnected prior to reaching an agent for assistance. We regret the difficulty that
  the customer experienced when attempting to reach our fraud 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. Please be advised that we find no other recent
  inbound call attempts associated with the phone number as provided in the complaint.
  Upon receipt of the complaint, we contacted the customer by phone. During the call, our
  representative deactivated the account to generate a new card and initiated an investigation.
  Our investigation can take up to two full billing periods, but no more than 90 days to
  complete. Provisional credits for the unauthorized transactions will be credited to the account
  and the customer will receive additional information via mail regarding the results of the
  investigation.
  As no payment was received by the recent due date, a late fee was accordingly assessed.
  As a courtesy, we have waived this late fee. As of the date of this response, the account has
  not been reported as past due to the consumer reporting agencies. We received a payment
  which ensures the account remains current.
  A letter with additional details was sent directly to **************************
  

• Initial Complaint

  Date:08/21/2022

  Type:Customer Service 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.

  Ive tried to contact this business (Merrick bank) multiple time last week they said they switched credit card Carriers and I was supposed to get a Mastercard instead of **** and never received. When I called company they just kept giving me the run around different numbers and kept having me verify info over and over than finally put me on hold for over 2 1/2 hrs trying to get though so they can cancel the card thats activated that I never received. Also I believe this isnt fair as I signed up with them and had **** maybe I didnt want another Mastercard. I dont understand how they can change the agreement but if I changed agreement or closed account after seeing they have bad customer service and change agreement whenever they want. Now I have credit with a company I cant even use because they said they sent a card and since I never received one getting them to send another one seems impossible this credit company is a joke and should be shut down if they cant provide proper customer service

  

  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.
  The customers **** card was recently upgraded to a MasterCard. While we regret any
  dissatisfaction, customers cannot opt out of this conversion. A new MasterCard was issued
  to the address on file and activated.
  The customer contacted us to report non-receipt of the card. Their calls were transferred for
  assistance with receiving a replacement card; however, the customer disconnected prior to
  speaking to a representative in the appropriate department.
  In order to assist, we contacted the customer by phone and issued a card with a new account
  number. A letter was also sent to the customer addressing their concerns.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17748178
  
  I am rejecting this response because: I waited on phone for 2 1/2 until phone hung up. I never hung up the next time tried calling back I stayed on hold for hr and a half this time. Also card was activated from me trying to call support number on back of old card I dialed wrong number and it automatically activated card that was sent. Id honestly shut this account down due to poor customer service if it wouldnt mess with my credit which is unfair to me as a consumer I cant with consequences and they can do whatever they want without consequences. Apparently after I talked to a representative yesterday they have now locked me out of my account and I cant access my online app for some reason. Considering this is dealing with my credit and is sensitive information Id appreciate it if they would stop interfering with my credit. Idk why Im locked out of app but I wasnt told Id be and no reason to be. Im very upset with this company and shouldnt have to go through this just to get a replacement card and waste my time continuously trying to fix their issues please would like a rep to call and explain why they locked my account out without my permission?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/23/2022

  BBB Complaint ID # ********
  In response to the customers prior BBB complaint, we contacted them by phone as they
  advised they had not received their new MasterCard. During the call, the account number
  was deactivated, a new account number generated, and a new card was issued. Please note
  that when a new card number is generated, the online account is temporarily unavailable for
  two days while the new number is being created. We apologize for any inconvenience this
  caused.
  In order to assist, we contacted the customer by phone and they confirmed they were able to
  access their online account.
  A letter was sent to the customer addressing their complaint.

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising 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.

  Ive had my credit card for about 10 months and everything has been gone but the past three months I pay my payment and I have no credit on my card to use. The balance is there that I have available credit but the card is always declined. Ive attempted several times to contact Merrick Bank and theres no answer ever. Im going to close my card if I cannot get this resolved.

  

  Business Response

  Date: 09/08/2022

  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.

  The customers **** card was recently upgraded to a MasterCard, and a new card was
  issued to them, which was activated online. As a result, the **** card could no longer be
  used for purchases, causing transactions to be declined.

  The customer spoke to a representative who advised of the MasterCard conversion. As the
  customer stated that they did not receive the initial MasterCard, a card with a new account
  number was issued to them. The card was activated and used for a purchase.

  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/18/2022

  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.

  Merrick bank employee took my personal info. She activated a. Card with out my permission. I call Merrick bank after trying make a purchase online at chewy.com. She stated my card was inactive when I asked why she did not know but she decided to active it with out my permission. Merrick bank has admitted this. But the next day my chewy.com account was hacked this is the only credit card I have associated with this account. I think this is more than coincidence.Merrick bank day they investigated this and are very tight lip. When I ask for information about this ****** stated they would have reinvestigate this. What there going out of there way to cover uo this event. I would love to learn more about this investigation but the more I push for info they just wanted to stop communicating. They are not transparent at all

  

  Business Response

  Date: 09/13/2022

  BBB Complaint ID # ********
  Our records indicate that a renewal card was issued to the customer's address on file due to
  the expiration of their **** card. As the replacement card was not activated, multiple
  transactions were declined. Included among these transactions were attempted charges to
  Chewy.com.
  During the customer's call to our customer service department, our representative activated
  their card in response to their concerns. However, they did not advise the customer of this
  before doing so. We apologize for the inconvenience this caused. Subsequently, the
  customer successfully processed a transaction at Chewy.com. In their prior complaint
  regarding this issue and during their later calls, the customer confirmed that they authorized
  this transaction and that no fraudulent charges posted to their Merrick Bank account.
  At the customer's request, our representative deactivated their card and issued a
  replacement to their address on file. We confirmed that this card was activated. During a call,
  our representative accurately advised the customer that the representative who activated
  their card had been coached and that there was no evidence of fraudulent activity on their
  account.
  Please note that activating a card does not give the agent access to the customers
  credentials on a website with another merchant. If the customer believes that any
  unauthorized charges posted to their Merrick account, we request that they please contact us
  so that we may assist. For details regarding activity on their Chewy account, we recommend
  contacting the merchant directly.
  A letter was sent to the customer with additional information.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17735892
  
  I am rejecting this response because:there still is zero transparency which makes me wondering what they are covering up. How do they come to the conclusion that she did not take my info. Which might be possible that she did not. I just do not know if they are just saying it as I do not know there process for investigate. And is the result of the 1 st or the second investigation that ****** was supposed to do. She was supposed to call me with the results and never did. The issue really is no one knows who do the first investigation cause they never signed the letter. That makes me feel like somthing not right. I would love a call from there person who did the investigation so I can learn more about the investigation proccess for peace of mind. After the horrible customer service I have been through and missed work waiting for calls that never happened I have trust issue Merrick bank. Before I can except the buisness answer I need to know how they came to there conclusion. This should be to much to ask for full transparency.

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