Complaints
This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,768 total complaints in the last 3 years.
- 578 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/08/2022
Type: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 tried numerous times to contact a customer service rep at Merrick bank, only to be disconnected. I have written to this bank, asking them to cancel credit card- then I get a statement in the mail asking me to pay $7 for the monthly fee. So, I decide to contact the people at this bank- get a person on the phone after waiting 10 minutes and get disconnected. Called back again, speak to someone else who told me they would have to transfer me to another person after I explain the problem- and get disconnected again. I just want to cancel me and my wife's cards. This honestly is the worst credit card I have ever owned. I wish I never got one. Merrick bank is a sketchy card company, and I would never recommend anyone get a card from them.
Business Response
Date: 08/25/2022
BBB Complaint ID # ********
We regret the difficulty that the customer experienced when attempting to reach our
Customer Service Department. 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 any calls that were disconnected as a result of a system issue that we
experienced.
Upon the inception of the account, the annual fee was assessed in a lump sum for the first
year that the account was opened. Following the first year, the fee is assessed in monthly
installments as long as the account remains open and/or carries a balance.
Please be advised that account closure requests can only be processed if they are received
from the primary customer. We received a previous closure request via mail; however, the
request was submitted by the account’s authorized user. Upon receipt of the BBB complaint
filed by the primary customer, the account was closed as requested, and we waived the most
recently assessed monthly portion of the annual fee, bringing the balance to zero.
We also received a complaint regarding this issue filed through the Federal Deposit
Insurance Corporation (FDIC). The customer will receive a detailed response upon the
resolution of the FDIC case.Initial Complaint
Date:08/08/2022
Type: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 reviewed my recent credit report and upon checking I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Here are the lists that indicates the company name, balance, and date last reported:Account Name MERRICK BANK CORP Balance $1,811.00 Account Number ****************Business Response
Date: 08/24/2022
BBB Complaint ID # ********
Our records indicate that the customer's account was opened with an electronic application
and was used for purchases. Due to non-payment, the account charged off with an
outstanding balance.
We received the customer's 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 completed an investigation regarding the customers claim
that the account is fraudulent. The identity theft claim was denied based on the results of our
investigation and the account information that matches the customers personal details.
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 further information and account validation documents.Initial Complaint
Date:08/08/2022
Type: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 charge on my credit card that is fraudulent and I have called at least 9 times to file a claim and I keep getting told I need to talk to the fraud department. I get put on hold ad nobody ever answers the phone. I have been on hold for 1 1/2 to 2 hours each time. I don't know what else I can do because they won't answer phone to report the fraudulent charge and the people that answer phone to start with can't or won't help just keep putting me on hold.Business Response
Date: 08/25/2022
BBB Complaint ID # ********
Our records indicate that the customer contacted us to report an unauthorized transaction on
their account. Their calls were transferred for further assistance, but the customer
disconnected prior to speaking with a 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.
In order to assist, we contacted the customer by phone. Their prior account number was
deactivated, and a new card was mailed. A fraud claim was initiated for the unauthorized
transaction, and provisional credit was issued to the account. The claim was subsequently
accepted, and the credit became permanent.
A letter was sent to the customer with further 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.
Sincerely,
**** EnglishInitial Complaint
Date:08/07/2022
Type: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 am filing a SECOND complaint. This is in reference to Complaint ID:17484303. "In April of 2022, I completed an application for a credit card with Merrick bank. I regret this! It is now 6/25/2022 and I still do not have possession of this credit card. This credit card account was immediately added to my credit report after I applied for it, despite never sending me a card. Merrick bank has also charged me a yearly fee, late fee, and payment for a card I do not have in my possession. I have contacted Merrick Bank numerous times over the past two months to report that I never received this card. I called on 5/4/22, 5/22/22, 6/6/22, 6/14/22, and 6/20/22. Each time I was told that the card would arrive soon and today is 6/25/22 and I still have no card! One time I called I was also told that this card was mailed to an old address, then another time I called I was told it was mailed to a totally different address that I have never lived at. Each time I talk to someone they tell me a different date as to when the card was mailed. This company is playing with my credit history and it is not okay!" I had to file a second complaint because the first complaint was closed before I could respond. As of today 8/7/2022, I still do not have possession of this card. The company did respond by letter and verified they have my correct address, yet I have NOT received the card. The company has reported to the BBB that the card was previously returned undeliverable. If they have the correct address, that doesn't make sense. I have called to let the company know I did not receive the card, but I don't have time to sit on the phone for over an hour every day to get a response from someone. I work two jobs. I am requesting that this card be CANCELLED and removed from my credit report. I no longer want this card. It's been a headache for me since I applied back in April. 2022. Not to mention they are charging me fees for a card that I do not have possession of!Business Response
Date: 08/23/2022
BBB Complaint ID # ********
Our records indicate that several credit cards have been issued to the customer and returned
as undeliverable, including the most recent card sent via ***** in response to their prior
BBB complaint. We apologize for any inconvenience this caused, and we regret the difficulty
that the customer experienced when attempting to reach our **************** Department.
We thank them for their patience with 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 of
fees and interest. As the card was never used for purchases, we submitted an *************************** form (AUD), to request that the *************************** delete the
account from the customers personal credit file. We appreciate the customer's patience
while the consumer reporting agencies comply with the requested update.
A letter was sent to the customer with further information.Customer Answer
Date: 08/24/2022
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:08/06/2022
Type: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 an account with merrick Bank and I called for my credit card to be replaced I can't get in touch with them or will they call me back, when I did get in touch with them they said I was going to be transferred for 2 minutes after waiting 30 minutes no one ever came back to the phone. I have a credit card that I am making payments on and cannot use or get in touch with them If I have a problem I even left my number for a call back it never happenedBusiness Response
Date: 08/24/2022
BBB Complaint ID # ********
Our records indicate that the customer contacted us to order a new card with a new account
number, and the calls were transferred for assistance. 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.
The customer initiated an authorization freeze on their account. The customer spoke with an
additional representative regarding their request for a new card. The representative
submitted a form for the request to be completed. The card was closed and a new account
number was generated. However, prior to generating the new account number, the block was
not removed from the account. As a result, the new card was not issued. We apologize for
the inconvenience that this may have caused.
The customer requested account closure and the account has been closed.
A letter with additional details was sent directly to *****************************Customer Answer
Date: 08/24/2022
Complaint: 17682649
I am rejecting this response because my only choice was to close the account because I couldn't get a replacement card at first they said they sent a card then they said they didn't send it unless I make a payment it is almost impossible to speak with these people read the complaints from other customersSincerely *************************;
Initial Complaint
Date:08/05/2022
Type: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.
In July of 2022 I had 2 payments taken from my bank account in one week by Merrick bank for a credit card. I reported it to my bank and it was found that it was a fault of Merrick bank and 1 payment was reversed. When I tried to make another payment in August and they say they will not accept payment from that bank account. It is my opinion that this is just retaliation from their mistake and getting caught. I have no issues with making all my payments but it is ridiculous that they want a different account number. I like most people only have 1 bank account and refuse to open a second account just for one company to get payment. I have never had a late payment and always pay well over the minimum due.Business Response
Date: 08/24/2022
BBB Complaint ID # ********
The customer scheduled two payments to be processed in the same month from their bank
account. The payments were withdrawn as scheduled; however, one payment was then
returned unpaid as authorization revoked by customer. As such, the payment account could
no longer be used for online or phone payments until we received the customers
authorization.
Following this, the customer contacted us by phone regarding their inability to submit a
payment. The representative advised that the customers bank account could not be used for
electronic payments and assisted with processing a payment via debit card. However, the
representative should also have assisted with reinstating the customers bank account by
obtaining their verbal authorization. We apologize for the inconvenience this caused.
We request that the customer please contact us at their convenience to provide verbal
authorization so that we may reinstate their payment account.
A letter was sent to the customer with additional information.Customer Answer
Date: 08/24/2022
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:08/02/2022
Type: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 saw an unauthorized charge on my card from Amazon dated 7/12/2022 for $21.31. Called customer service and after spending about one hour and a half on the phone and being bounced around only to give me the run around, I got no where with them and out the frustration I closed the account. Account # *******************Business Response
Date: 08/24/2022
BBB Complaint ID # ********
Our records indicate that the customer contacted us to dispute a transaction as they did not
recognize it, and the calls were transferred for assistance. 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 that were disconnected as a result of a
system issue that our representatives were experiencing. The customer spoke with an
additional representative and requested account closure. The account was closed as
requested.
Upon receipt of the complaint, a claim was opened for the disputed transaction. As of the
date of this letter, the claim remains under investigation, which can take up to two billing
periods, not to exceed 90 days to complete
A letter with additional details was sent directly to *********************************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:08/01/2022
Type: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.
On Jun. 15th 2022 I paid Merrick Bank down to a $0 balance on that date and in July I was charged $4 and thought possibly I'd missed something or that was interest that I had still owed so I paid it. Today I got another bill showing they took $4 from my available credit and for no reason. I signed up for nothing extra and this card was issued to me with no annual fee. I have made several attempts to contact them today about canceling this account and have been disconnected 4 times, I have been waiting on a call back since before 9am today 8/1/22 and now my patience has run out. I want to close out this account and I want to do it today. These people are thieves in my eyes, and I don't want to do business with them one more minute that I don't have too.Business Response
Date: 08/22/2022
BBB Complaint ID # ********
The customers account was assessed an annual fee in a lump sum for the first year that the
account was opened. Following the first year, the fee is assessed in monthly installments for
as long as the account remains open and/or carries a balance.The customer contacted us by phone and requested to close the account due to the annual
fee. Our representative transferred the call for assistance, but the customer disconnected
prior to speaking to the next representative. Later that same day, we contacted the customer
by phone to address their concerns. The account was closed at that time, as requested. As a
courtesy, we waived the most recently assessed portion of the monthly/annual fee, bringing
the balance to zero.A letter was sent to the customer with further information and a copy of the Pricing Appendix
for their account.Initial Complaint
Date:08/01/2022
Type: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 trying to contact the customer service fraud department of ********************** for two days I have spent over four hours on hold and I believe they do this on purpose so you cannot claim fraud on any charges so they dont have to pay themBusiness Response
Date: 08/25/2022
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.
On the day the BBB complaint was filed, the customer spoke to a representative and
identified unauthorized transactions that had posted to the account; however, the
representative failed to open a fraud claim as advised to the customer. We apologize for the
inconvenience this caused.
A fraud claim has been initiated into the charges that the customer claimed as unauthorized,
and provisional credits were issued to the account. The fraud claim remains under
investigation, which can take up to two complete billing periods not to exceed 90 days to be
completed, and the customer will be notified via mail once the claim is resolved.
In order to assist, we contacted the customer by phone to advise of this information, and a
new credit card was expedited to them at no cost. A letter was also sent to their address on
file with further details.Initial Complaint
Date:07/29/2022
Type: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 paid off my credit card debt, and to my surprise, I am charged $4,00 monthly ongoing fee. For what? I don't know. So I try numerous times, holding for up to 2 hours, and even using that I'm deceased to make them stop charging me this four-dollar monthly fee. Every representative I spoke to WERE NO help. "We're sorry, the ******** is closed, please call back." ALL I WANT TO DO IS CANCEL THE ***** WHAT'S SOOOOO HARD ABOUT THAT MERRICK BANK. I WANT A REFUND OF THE LAST 2 MONTHS OF OVERCHARGING ME $4. AND CANCEL THE ***** PLEEEEEASE.Business Response
Date: 08/22/2022
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 annual fee was assessed in a lump sum for the first
year the account was open. Following the first year, the annual fee is assessed in twelve
monthly installments as long as the account remains open and/or carries a balance. As the
fee was assessed per the account terms, no refund is owed to the customer.On the day the ******************** complaint was filed, we received notice that the customer was
deceased. The customer then contacted us by phone requesting account closure and stated
that they had reported themselves as deceased. Our representative advised that, due to the
deceased update, they could not process the account closure, and the department that was
able to assist the customer was closed for the day. The representative recommended that
the customer contact us on the following business day.We subsequently received a payment bringing the balance to zero, and the account was
closed due to the deceased status. In order to assist, we contacted the customer by phone
and they confirmed that they wanted the account to remain closed.A letter was sent to the customer with further information.
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