Complaints

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

close

Find a Location

Merrick Bank has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Merrick Bank

  PO Box 5000 Draper, UT 84020-5000

  
• 

  Merrick Bank

  PO Box 1500 Draper, UT 84020-1500

  
• 

  Merrick Bank

  PO Box 9201 Old Bethpage, NY 11804

• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

• 

  Merrick Bank Corporation

  PO Box 30537 Tampa, FL 33630

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:08/18/2022

  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.

  I was invited to apply for the Merrick bank card. Since I have a Security lock per Transunion certain protocols are set in place before I can continue with the application. I had to verbally contact the bank. I was told I was Approved but needed to further identify myself with what was on record. It was strange you asked me more about my Middle son living in ********* than about Me. This was a Month and a Half ago. I have received neither card nor Denial determination. You hit my credit with a hard inquiry with Nothing to show for it but a lower score. I would like the inquiry taken off my report; or the card.

  

  Business Response

  Date: 09/01/2022

  BBB Complaint ID #********
  We received an electronic application, but due to a fraud alert on the customers personal
  credit file, the application required additional verification before it could be approved. We
  would like to extend our apologies for any inconvenience this may have caused. During a
  recent call, our representative reprocessed the application, which was approved. An account
  was opened on the same day, and the customer's card will be sent to the address on file.
  The credit inquiry will not be removed.
  A letter was sent to the customer confirming this information.

• Initial Complaint

  Date:08/18/2022

  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 have a credit card from this company, they advertise fraud protection, but they don't actually do anything about it. I contacted them in early June about unknown charges on the card they said they would investigate, I received a letter dated July 5 that said they found fraud amounting to $212 and it was credited to my account on July 5. However it was never credited to the account. I have called them several times about this, most times I was put on hold for 2-3 hours, I told the person my issue, I would then be put back on hold for hours, twice I spoke to people that said they would check into it, 4 times I never spoke to anyone. It seems they are avoiding the issue. Account #: **************** This is the card the fraud claim is against. It has been voided. The new account ends with ****.

• 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.

  Went on the website to make a large on my credit card, no where on the billing site did it say the account was closed. Made a large payment expecting that some of it would be made available to use, when it wasn't I contacted customer service and was informed that it was indeed closed and that is why ********** wasn't available. I spoke with a different customer service agent the day before who did not advise me that the account was closed nor did they advise of that when I asked about the payment going through and available balance availability.

  

  Business Response

  Date: 09/02/2022

  BBB Complaint ID # ********

  Our records indicate that the account was closed due to non-payment. The cardholder
  agreement allows either party to close the account at any time, and allows Merrick to do so
  for any reason without prior notice. We received the customers payment as indicated in the
  complaint.

  Upon receipt of the complaint, we reviewed recent calls regarding the account. We confirmed
  that the customer was provided with accurate information related to the information they
  requested during the calls with our representatives.

  Upon receipt of your complaint, we reviewed recent calls regarding your account. We
  confirmed that our representatives provided accurate information related to the information
  requested during the calls.

  A letter with additional details was sent directly to ***************************

• Initial Complaint

  Date:08/18/2022

  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.

  In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****.Convergent Account # ****, has violated my ********* U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions 15 *********** Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt 1. Merrick Bank 412061XXXX

  

  Business Response

  Date: 09/07/2022

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application. 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.
  Subsequently, the account was used for purchases. Due to non-payment, the account
  charged off, with an outstanding balance. Subsequent to charge-off, we determined that a
  settlement offer was accepted to pay a portion of the balance. We received a one-time, lump
  sum payment, which satisfied the settlement arrangement. As such, the account was
  accurately updated to Settled for less than the full balance, was a charge-off.
  As per section 15 of the Cardholder Agreement, You also authorize us to furnish information
  concerning your Account and your performance under this Agreement to consumer reporting
  agencies (credit bureaus) or to others, but you acknowledge that we are under no duty to do
  so. Upon acceptance of the account, the customer agreed to these terms.
  We received the Automated Consumer Dispute Verification forms (ACDVs) filed through the
  credit bureaus disputing the reporting of the account. In each instance, the account was
  reviewed, and responses were provided directly to the consumer reporting agencies
  (CRAs) confirming that the account is reporting accurately. Additionally, we received a letter
  disputing the reporting of the account. In response, a letter was sent to the address of record,
  advising the account is reporting accurately.
  While we regret the customers dissatisfaction, the Fair Credit Reporting Act (FCRA)
  requires that, as a furnisher of information to the CRAs 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
  CRAs. While we report accurate information, the way in which this information is displayed is
  at the discretion of each consumer reporting agency. We recommend that the customer
  contact them directly for further information regarding the way this account appears on their
  credit report.
  A letter with additional details was sent directly to *********************, along with account
  documents.

• 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.

  The customer service is the worst.They automatically decided to upgrade my card and sent out a new one, deactivating my old one.The deactivation date is Aug 20th and I can't even get anyone on the phone to tell them that I never received the upgrade card in June. The customer service # transfers me to a line that has over a 30minute hold time and when someone finally picks up the phone hangs up every time. I am currently on hold right now as I type!There is NOT an option for a help desk or none of the sort on the website or app. Every company is going through labor shortages so upgrade your website and add a help desk OR maybe dont decide to upgrade my card for me pointlessly since my current card hasnt even expired yet and you dont have the manpower to provide customer support for issues such as these. Once I get this resolved I will be closing this account, they don't have respect for their customer's experience nor time and it shows. I cant contact the department within this business that can simply resend the new card.

  

  Business Response

  Date: 09/06/2022

  BBB Complaint ID # ********
  Our records indicate that the customers **** account was recently upgraded to a
  MasterCard. A new card was issued to the address on file, and not returned by the postal
  service.
  The customer contacted us by phone to report non-receipt of the MasterCard. We reviewed
  the calls and found that as no fraudulent transactions had occurred, the representatives in
  our *************************** should have assisted by issuing a new card; however,
  they transferred the calls to our ******************* in error and the customer disconnected
  prior to speaking with a Security representative. We apologize for the inconvenience that this
  caused, as well as for the long hold times as we continue to assist all of our customers during
  these difficult times.
  The customer subsequently spoke to another representative who expedited a new card at no
  cost. We confirmed that the card has since been activated.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  
  
  I am writing to you about a creditor (Merrick Bank) that's creating a negative response on my account. They aren't excepting my payments. I made a payment on 8/9/2022 for the amount of $800.00, the balance was &798.00. The payment went through
  
  and left a balance of $101.00. The following day (8/10/2022), the card was declined. I went back home and called the creditor, spoke to ****** (*****), and she gave me the run around. The next day, I checked my bank account on 8/11/2022 and the payment on 8/9/2022 was reversed back to my bank on 8/11/2022.
  
  
  
  Called Merrick Bank on 8/12/2022 spoke to ******, and she told me that the bank returned the money 2 days later, because it was insufficient funds. I got a confirmation number that the payment went through and the payment was processed on 8/9/2022. If there was insufficient funds the bank would have notated that inform, not reversal of a payment. The creditor is trying to ruing my credit!
  
  
  
  On 8/13/2022 I made a payment from the Merrick Bank website for $700.00. I notice today 8/15/2022 the payment hasn't been processed from Merrick Bank. I went from having a balance of $798 to $1,100.00 in 6 days. Called the Merrick Bank today 8/15/22 spoke to CSR *****, that told me that there was no payment submitted on 8/13/2022. She transferred me to SPVR ****** That told me she seen a payment, but the bank didn't process it. I, asked her who is lying? I, asked where was the "Brick and Mortar" she said, she didn't know, she was located in *******. She told me this was her family working the business. I, asked how do you work for a company and, don't know it's location? I said, to her, I have to report you to the BBB, she sighed, and we both hung up the call!!!    
  
  I am asking for this business to be looked into, for fraudulent activity?!!! I am asking, why my payment isn't being processed?!!!! I am asking, that my credit to not be distorted by this company and the entities of it?!!!
  
  
  
  They get a zero rating for me, because of my time and resources are being exalted!
  
  
  
  Please and thank you, In advance for diligent assistance!
  
  
  *******************************

  

  Business Response

  Date: 09/02/2022

  BBB Complaint ID # ********

  Payments processed on the website or mobile application are credited as of the date of
  receipt, but may take up to two business days to post to the account. Additionally, the
  available credit may not be immediately increased for up to 11 days, as disclosed to the
  customer in their cardholder agreement. Confirmation numbers received when scheduling
  payments via the automated phone system, web site, mobile application, or with a
  representative are used to confirm that a payment was scheduled, and do not guarantee that
  the payment has successfully posted.

  We received a payment from the customer that was returned by their ******************** institution due
  to insufficient funds. The customer then contacted us by phone and advised they had sent a
  check through their bank billpay. While the payment was scheduled electronically with the
  customers bank, it was received as a check by mail and processed as of the date of receipt
  in our payment processing center. This check was also returned due to insufficient funds.

  As of this response, the account is current and has not been reported as past due in relation
  to the returned payments.

  We reviewed the customers calls with our representatives. While accurate information was
  provided, the level of service the customer received was not representative of our company
  values and service standards. We apologize for the inconvenience this caused.

  A letter was sent to the customer with further information. Please note that Merrick Bank
  does not have physical bank branches. Our response to the customer contained our mailing
  address and phone number should they need further assistance.

• Initial Complaint

  Date:08/16/2022

  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 said they mailed me a new card about a month ago. I never received it. Called them several times. They put me on hold for over 1 hour. Never got to reach them and tell them that I never received my credit card.Issue is still unresolved. Do not have my card.Please help.

  

  Business Response

  Date: 09/07/2022

  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 **** account was recently upgraded to a MasterCard and a new card was
  issued to them. On the day the BBB complaint was filed, the customer contacted us to advise
  they had not received the card. As the card had not been received or returned as
  undeliverable by the postal service, the account number should have been deactivated, and
  a new account number generated. However, our representative incorrectly reissued a
  replacement card with the same account number. We apologize for any inconvenience that
  this may have caused.
  For the security of the customers account, the initial MasterCard account number was
  deactivated, and a card with a new account number was expedited to their address on file.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/15/2022

  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.

  8/15/2022 - received and email from Merrick telling me if i did not activate my new card my account would be closed on 8/20/2022. I do not have a new card from Merrick the card i have is active and has been so for over two years. Called waited :43 minutes to speak to someone that was supposed to be able to help me. I explained to ***** I do not have a new card is why it has not been activated but I still have my original card in my possession. She asked if there I was claiming fraud I again explained I do not have the new card and never have but still have possession of the original. ***** stated they would send out a new card. I asked about reoccurring charges that go against my card she said it will remain open and continue to pay. I check this evening and my card has been suspended and not accepting charges. I call again this time I am on hold for 1:54 minutes when Destiny answers. Destiny expects curtesy but does not give curtesy. I started explaining what had happened and she interrupted I answered and said let me start again at which time she interrupted again and I stated let me start for the third time and she interrupted again stating this call will be handled with respect or she will terminate the call. I said that if fine as long as the respect it both ways. I again stated let me try again at which she interrupted at which time i terminated the call. I spend over 2:37 on hold today listening to your elevator music and promises of being right with me to have to endure her rudeness and a complete ***************************************** earlier. This is very unprofessional and leads to concerns over other issues. Someone from your organization needs to schedule a call with me so we can resolve this issue. No fault of my on i have spent 2:37 on hold due to your staffing issues only to be treated ******, plus now the time to bring this up via BBB.

  

  Business Response

  Date: 09/01/2022

  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 emails were sent to
  advise them of this information. A new MasterCard was issued and their **** was blocked
  pending activation of the new card.
  The customer contacted our customer service department regarding the non-receipt of their
  MasterCard. Our representative deactivated their account and generated a new card.
  However, we determined that our representative incorrectly advised that the **** card was
  still available for use. We apologize for the inconvenience this caused. The **** card is no
  longer available for transactions, and any recurring transactions that were set up on the ****
  card must be updated with the new MasterCard information.
  On the same date, the customer contacted our customer service department regarding their
  inability to access our website or mobile app. Our representative accurately advised them
  that their online access was temporarily unavailable due to the generation of the new card.
  We reviewed the customer's calls with our representatives and found no instance of
  unprofessionalism.
  The customers **** card was subsequently closed. We confirmed that their new MasterCard
  was activated and used for purchases.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for this credit card solely for the Double Your Credit Line promotion. It promises to increase the credit limit from $500 to $1000 after 7 on-time payments. On May 12th I received an email, again, saying I'm only a few months away from my credit line increasing. It said if I make my payments on-time my limit will increase automatically on 08/12/2022. I've never been late. I always pay early and more than the minimum. However, my credit line never increased. I tried calling twice but was on hold for ridiculous amounts of time and ultimately had to hang up after 45 minutes. I read the Terms & Conditions to see if there was anything else required in the fine print that maybe I'm not meeting and there's nothing. The only requirement is making 7 on-time payments of at least the minimum payment. I have met the requirements and did not get what was promised. This is false advertisement and misleading a consumer!

  

  Business Response

  Date: 08/26/2022

  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.
  The account was opened with our Double Your Line (DYL) offer. In order to qualify for the
  DYL 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.
  Upon completion of the seven-month timeframe, the account was reviewed. Subsequently,
  the account qualified for the DYL and the increase was applied accordingly.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/12/2022

  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.

  I applied for an account with Merrick Bank in May 2022 and was approved. I was told the card will arrive in the mail within seven days; it is now August and I still have no card. I have contacted this company to send me a new card on July 3, 2022 which I was told was being sent out. Again it is August and still no card. On August 12, 2022, I was emailed that my account was now two months past due and needed to make a payment. I contacted customer service to see what I'm being charged for because I never received a card. The lady I spoke to transferred me to a card specialist which was a guy. This gentleman starts arguing with me that I need to pay my bill and then start to talk to me like I'm a child. He then transfers me to someone else and the phone automatically disconnected. I called back to customer service in which I received a different lady this time who told me that I need a card specialist and transfers me without letting me saying anything, I was on hold for an hour. I calls back to receive another young lady named *******, who tells me that I can't speak to a manager because she is in a meeting. I can't speak to a supervisor because she is busy. I told her that the supervisor or manager gets paid to talk to angry customer to and I want speak to anyone but a management level person and she refused. I would like for this account to be closed and removed from my credit report

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  We regret the difficulty that ********************************** 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 set up fee and annual fee were assessed per the
  cardholder agreement upon the inception of the customer's account. A new card was
  subsequently issued to the customer at their address of record. We have no record of the
  card being returned by the postal service as undeliverable.
  Upon review of the calls, we determined that the customer was provided with accurate
  information regarding when the card was issued, the fees assessed, and the status of the
  account. Please be advised that we found no record of a request to speak with a supervisor,
  as indicated in the complaint. However, we noted instances of unprofessionalism. We
  apologize for any inconvenience that this may have caused. 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.
  As requested, the account was closed with an outstanding balance. As the account was
  never used for purchases, we waived the balance, which consisted only of fees. We have
  requested that the consumer reporting agencies delete the account from the customer's
  personal credit file. We appreciate their patience while they comply with the requested
  update.
  A letter with additional details was sent directly to the customer.