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 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:08/11/2022

  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.

  * Date of Payment: May 9, 2022 3:03pm
  * Amount Paid: $135.00
  * Committed to providing credit card with good customer service
  * They are charging me as they never received my payment
  * They have not tried to fix it

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  Our records indicate that as a result of non-payment, fees were assessed and the account
  became past due.
  The customer contacted us by phone and advised that they had submitted a payment by
  debit card that had not yet been credited. Our representatives requested that the customer
  send proof of this payment so that we could investigate.
  We subsequently received a fax regarding the debit card payment; however, the document
  indicated that the payment was submitted to a financial institution not affiliated with Merrick
  Bank. Additionally, the confirmation number that the customer provided on calls does not
  match the length of confirmation numbers provided for Merrick Bank payments.
  If the customer believes that they have made additional payments towards their Merrick
  Bank account that were not credited, we request that they please submit proof of those
  payments, e.g., a legible copy of the front and back of the canceled check(s)/money order, so
  that the matter can be investigated.
  The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumer’s
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising 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 never done business with this bank nor have I ever given them any encouragement that I might like to be a customer. Over the past couple of years, I have received at least two dozen envelopes from them, claiming ON THE EXTERIOR OF THE ENVELOPE--"do not destroy, card inside"Basically, it's a fake credit card that is only good if I open an account.My irritation is that to someone desperate to commit fraud, it's much too easy a target. And this company seems intent on making it so.Today I received yet another one and yet again, I'll take time out of my day to destroy it before putting it in the garbage. But I think someone should be made aware of the practices of this so-called "bank" and it affect their business rating.

  

  Business Response

  Date: 08/25/2022

  BBB Complaint ID # ********
  We regret the complainants dissatisfaction with the offers they have received via mail. As
  requested, we have prevented the complainant from perceiving future solicitations for Merrick
  Bank products.
  A letter was sent to the complainant confirming this information.

  Customer Answer

  Date: 08/25/2022

   
  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:08/11/2022

  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.

  Account #: **************** Date of Transaction: 8/6/2022 Date of Request for Refund: 8/11/2022 Amount: $716.40 I requested a refund of an overpayment in the amount of $716.40 to be made to my bank account from Merrick Bank. The customer service rep said they don't issue overpayment refunds. Then when I said that doesn't make sense he clarified that they don't issue refunds to bank accounts over $100. He then said he could issue a check but it would take up to 30 days to issue an overpayment refund check and put me on hold. The Federal Law for overpayment credit card refunds is 7 business days. The rep said it would be two weeks at the earliest to issue a refund and reiterated that their policy is 30 days. That is clearly in violation of the law from what I can see. It is at best, horrendous customer service. The amount of money is relatively small, but I can only imagine that this is happening to other customers and should be addressed immediately if their "policy" is indeed a violation of law.

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  Our records indicate that a payment was ****************** credit was received, causing
  the account to reflect a credit balance. The customer contacted a customer service
  representative to request the credit balance refund to be issued, and a request was properly
  submitted.
  Following this, the account was used for new purchases, decreasing the credit balance
  amount.. Due to the new charges, and pending transactions, the credit balance refund was
  suspended for additional review until after the transactions had posted. The customer
  continued to use the account, and the account no longer has a credit balance. As such, no
  refund is owed to the customer.
  A separate letter was sent directly to ************************* with additional details.

• Initial Complaint

  Date:08/10/2022

  Type:Sales and Advertising 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.

  Merrick Bank is mailing advertisement to a ********************************* at my address - ******************************************************************************************. I've asked them on 5/2/22 by mail and 6/6/22 to remove my address from their mailing list/records. I received another mailing on 8-8-22.

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID #********
  We regret the complainant's dissatisfaction with the offers they have received via mail. As
  requested, we have prevented the complainant from receiving future solicitations for Merrick
  Bank Products.
  A separate letter was sent to the complainant confirming this information.

  Customer Answer

  Date: 08/27/2022

   
  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. However, if I receive future mailings, I will inform the BBB.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/09/2022

  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 keep getting emails saying I owe new balances when my account has been frozen since last year and my balance should be zero.My account was frozen for a security concern last year, so I cannot log into my account online, nor get a statement to be able to see what's going on, yet fees seem to be continuing to accrue. When I call the number provided in the emails that tell me I owe them money, I verify who I am and explain my situation. That person is only able to take payments and cannot answer any questions because they can't "see" my account details. So they have to "transfer me to security", where I wait on hold for at least 20mins. Then I re-verify my information and explain the situation to them. This person IS able to see my account details and answer some questions, but has to transfer me to "front-end security" to unlock my account. After this transfer the wait has always been at least 40+ minutes. One time, I ended up back at the beginning of the transfer chain with someone who was only able to collect a payment from me. I didn't have the time to go back through it all again, so I had to hang up to call another day. Another time, after being on hold for over 50mins, I ran out of time and had to hang up to call another day. On the most recent attempt, I finally spoke to "front-end security", who also had to verify my identity and information, then needed me to verify transactions, (some that went through and some that didn't), from nearly a year ago. Then they told me that I had to fax something to them to get my account unlocked. I don't have a fax machine or access to a fax machine. The last two times I've sent them money, I have sent more than the representative said my balance was. A couple times I was told late fees would be adjusted, but that seems to not have happened. The newest email says my current balance is $1, despite paying more than what representatives have told me my total balance was, on two different occasions.Please help!

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  We regret the difficulty that ********************************** 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 customer had a large payment post and a large transaction attempted shortly after the
  payment posted. As such, a frozen status was accurately placed on the account due to
  security risk. The customer spoke with representatives regarding this the same day that the
  transaction was attempted. They were transferred to the appropriate department to address
  their concerns however the call was disconnected on hold.
  The account was reviewed multiple times regarding the frozen status, and the customer
  spoke with multiple representatives in relation to this matter. The customer was advised in
  error that verification of funds documents must be submitted for the block to be removed. We
  apologize for the inconvenience caused. These errors have been forwarded to the
  appropriate levels of management to provide coaching so that the representatives can better
  handle matters of this nature in the future.
  Due to the errors that occurred, fees and associated finance charges were waived. We also
  contacted the consumer reporting agencies to remove the delinquencies reported. We
  appreciate the customer's patience as the consumer reporting agencies comply with the
  requested update.
  The frozen status has been removed and the account is open and usable. The account
  currently has a credit balance, so no payment is owed.
  A letter with additional details was sent directly to ***********************************

• Initial Complaint

  Date:08/09/2022

  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.

  When I opened this account I spoke with someone who didn't speak English. I asked for someone to speak English. I paid $150 to make the account current. August 3rd I called another $150. I thought the card was paid off. I wanted to make lump payments. I got a letter in the mail saying that I had a late fee. I called to speak to a manager, and I waited over an hour. When they finally transferred me they hung up. I called back. They put me on hold again. And hung up again. I can't get the problem solved because I can't speak to any one.

  

  Business Response

  Date: 08/26/2022

  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 we received a payment beyond the customers due date and a late
  fee was accordingly assessed. We spoke with the customer and advised of payment options
  available and reviewed their statement with them. The customer advised they will keep their
  current due date. We advised if there is any confusion to call and at any time they can speak
  with a supervisor. We advised the customer, as a courtesy, we waived the late fee assessed
  to the account.

• Initial Complaint

  Date:08/09/2022

  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 have attempted to contact Merrick on multiple occasions only to be transferred to dead air or back onto a loop to continue holding. No matter who you speak with the answer is never consistent. I have on multiple occasions had the agents who are working from home no even identify themselves or Merrick and simply sit in dead air. Because of Nevada resident Merrick agents working from home can not address your account but as a privilege can place you back in the cue with hopes of reaching something other than dead air. There is a complete lack of leadership/ accountability. There seems to be a security issue as well with the IVR Can not identify me and the agent working from home needs all of my card information to transfer me. Factor that in with customer service experience and everyone accept the consumer wins. What a benefit to the employee work from home you don’t have to take or complete phone calls and no one cares. It’s evident that leadership and training are non existent

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  We apologize for any inconvenience that the customer may have experienced in trying to
  obtain information regarding their account, as well as for the hold times. Our goal is to
  provide exceptional service to all of our customers. We regret that is not what they
  experienced.
  In an effort to address *********** ****’s concerns, we attempted to call them, but we were
  unable to reach them.
  Our records indicate that the customer contacted our customer service department regarding
  an issue accessing their account information by phone. We determined that some of our
  representatives were unable to service their account due to state regulations.
  As advised during a call, the customer's credit limit was increased per the terms of the DYL
  offer. Subsequently, the customer contacted our customer service department to opt out of
  email surveys. Our representative processed their request and removed them from receiving
  future surveys.
  The customer has been advised to contact our customer service department if they continue
  to experience issues accessing their account information by phone.
  A letter with additional details was sent directly to *********** ****.

  

  Business Response

  Date: 08/31/2022

  BBB Complaint ID # ********
  
  The
  Bank previously addressed the customer’s concerns. Please see the original
  response below:
  
  “We apologize for any inconvenience that the customer may have
  experienced in trying to obtain information regarding their account, as well as
  for the hold times. Our goal is to
  provide exceptional service to all of our customers. We regret that is not what
  they
  experienced.
  
  In an
  effort to address *********** ****’s concerns, we attempted to call them, but
  we were unable to reach them.
  
  
  Our
  records indicate that the customer contacted our customer service department
  regarding an issue accessing their account information by phone. We determined
  that some of our representatives were unable to service their account due to
  state regulations.
  As advised during a call, the customer's credit limit was increased per the
  terms of the DYL offer. Subsequently, the customer contacted our customer
  service department to opt out of email surveys. Our representative processed
  their request and removed them from receiving future surveys.
  
  The customer has been advised to contact our customer service department if
  they continue to experience issues accessing their account information by
  phone.
  
  
  A letter
  with additional details was sent directly to *********** ****.”
  
  While
  we regret the customer’s 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: 08/31/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again Merrick left a msg with zero response other to contact them and address the issue all over again from the beginning. This is an example of there leadership and the level of communication that you receive. None of these issues are disclosed to the consumer but you will get a long list of excuses AGain it would be difficult to accept the response however I have never received any 
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/08/2022

  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.

  Been trying to reach out to merrick bank on a late charge and 1 person said they would reverse it, and the other said he can only ask. I've paid on time every month and thought reoccurring payments was active. It was not. Every time I call to speak to someone they either hang up the phone or never call back when you put your number in while waiting. It shouldn't be that hard to get anything from a company. Its like bottomless lies from them.

  

  Business Response

  Date: 08/24/2022

  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.
  When no payment was received by the due date, a late fee was accordingly assessed to the
  account. During multiple calls, our representatives indicated they would request the late fee
  waived, but our records indicate that no such fee waiver was requested. Please be advised
  that the details of these calls were forwarded to the appropriate level of management to
  provide coaching so that the representatives can better handle calls of this nature in the
  future.
  Upon receipt of the complaint, we waived the aforementioned late fee as a courtesy. We
  contacted the customer by phone to advise of this information.

• Initial Complaint

  Date:08/08/2022

  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 lost my credit card and locked it. I have been trying to get a replacement card for 3 weeks. You have to talk to customer service and then be transferred to another department. Hold times for that department are 30 minutes or more. I have been on hold several times only to be disconnected.

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  Our records indicate that the customer contacted us to report that they had lost their credit
  card and needed a new card. The calls were transferred for assistance, but the customer
  disconnected prior to speaking to the next agent. 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 well as for any calls during which our representatives experienced
  system issues.
  On the day the BBB complaint was filed, the customer spoke with a representative and
  advised that there was potentially unauthorized activity on the account. The representative
  placed a temporary block on the card to prevent additional charges from posting, and placed
  the call on hold in order to transfer to a supervisor, per the customers request; however, the
  customer disconnected while on hold.
  In order to assist, we contacted the customer by phone. During the call, they confirmed that
  they had located their card and that there was no unauthorized activity. As such, the block
  was removed.
  A letter was sent to the customer with further information.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17689594
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/29/2022

  The problem was and still is that if you lose your card you cant get anyone on the phone to send you a new without speaking to 2 or 3 people plus hold times of 30 minutes or more and being disconnected.  The phone number given for lost or stolen cards says call immediately but does not get you where you need to be.

  

  Business Response

  Date: 08/31/2022

  BBB Complaint ID # ********
  
  The Bank previously addressed the customers concerns. Please see the original response below:
  
  Our records indicate that the customer contacted us to report that they had lost their credit card and needed a new card. The calls were transferred for assistance, but the customer disconnected prior to speaking to the next agent. 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 well as for any calls during which our representatives experienced system issues.
  
  
  On the day the BBB complaint was filed, the customer spoke with a representative and
  advised that there was potentially unauthorized activity on the account. The representative placed a temporary block on the card to prevent additional charges from posting, and placed the call on hold in order to transfer to a supervisor, per the customers request; however, the customer disconnected while on hold.
  
  
  In order to assist, we contacted the customer by phone. During the call, they confirmed that they had located their card and that there was no unauthorized activity.As such, the block was removed.
  
  A letter was sent to the customer with further 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: 09/01/2022

   
  Complaint: 17689594
  
  I am rejecting this response because:the problem is still a problem.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/08/2022

  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.

  Trying to report a lost card. They do not except anything via the app or online, they say you must call in but they never answer.

  

  Business Response

  Date: 08/25/2022

  BBB Complaint ID # ********
  We regret the difficulty that ****** ****** 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. While we regret any dissatisfaction, we do not currently offer the option to order a
  replacement card online.
  Our records indicate that the customer called to report the card lost and order a replacement
  card, and the representative accurately transferred the call to the appropriate department;
  however, the customer disconnected prior to speaking to the next representative.
  On the day the BBB complaint was filed, the customer called back and was connected with
  the correct department. Their prior card number was deactivated, and a new card was
  ordered. We have confirmed that the card was shipped to the address on file and has since
  been activated.
  A letter with additional details was sent directly to ****** ******.