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

  PO Box 1500 Draper, UT 84020-1500

  
• 

  Merrick Bank

  PO Box 9201 Old Bethpage, NY 11804

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:07/29/2022

  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.

  Where do I even start? So I'm currently still going back and forth with Merrick Bank about this account. However, today my complaint is about the customer service experienced. I called in to see if the fraud department had received the documents they advised me to send in. I on today called and spoke to a representative name R and advised her I needed to speak to someone in the ***************** she begin to ask me questions which I wasnt comfortable with answering, I expressed countless times I was a victim of theft, I informed her that I didn't feel comfortable giving her personal information, she was very rude to me, she refused several times to get me over to a supervisor,and she over talked me, I informed her that I was recording the call, which I will be sending to corporate and anyone else, she mentioned she was fine with the recording, she continued to refuse to give me the info I needed, she then cold transferred me to her supervisor, or at least I think its her supervisor, who said his name was *************, this has already been a stressful experience for me and I thought the company should be aware of the experience I've had as a consumer.

  

  Business Response

  Date: 08/24/2022

  BBB Complaint ID # ********
  Our records indicate that the customers account charged off as a result of non-payment with
  an outstanding balance. We received their correspondence and Automated Consumer
  Dispute Verification (ACDVs) forms filed through the *************************** (CRAs)
  claiming identity theft. In each instance, the account was reviewed. The identity theft claims
  were denied based on the results of our investigation, and responses were provided directly
  to the CRAs confirming that the account is reporting accurately.
  The customer recently contacted us regarding the fraud claim. For the security of the
  account, the representative attempted to obtain verifying information prior to assisting the
  customer. However, they did not transfer the customer to the ******************* as
  requested. We apologize for any inconvenience that this may have caused.
  Following the call, we received an additional ACDV claiming identity theft. The fraud claim
  was reviewed and again denied based on the above outlined investigation results.
  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.

• Initial Complaint

  Date:07/29/2022

  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 BEEN TRYING TO GET ANYONE IN THE FRAUD DEPARTMENT ON THE PHONE FOR 3 WEEKS NOW. I WAIT OVER 1.5 to 2 HOURS AND NO ONE EVER ANSWERS MY CALL. I HAVE MANY MANY MANY CHARGES ON MY ACCOUNT FROM AIRBNB THAT ARE NOT MINE AND ARE FRAUD........................................... HOW DO I GET SOMEONE TO HELP ME????
  
  At one point they stated due to high call volume if I left my phone # someone would call me back, no one called me back. They don't have an email or live chat so the only way is to wait on hold forever and not get anything done. At this point I don't know what else to do.

  

  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.
  During calls with our customer service department, our representatives appropriately
  transferred ****** ** **** to our fraud department for assistance with initiating an
  investigation into transactions the customer was reporting as fraudulent. However, our
  records indicate that the customer disconnected the calls prior to reaching an agent.
  On a subsequent call ****** ** **** successfully reached a representative to report these
  transactions as fraudulent, and our representative initiated an investigation. However, the
  representative failed to include one transaction in the total. Please be advised that the details
  of this omission were forwarded to the appropriate level of management to provide coaching
  so that the representative can better handle investigations of this nature in the future.
  We issued provisional credits for the unauthorized transactions during the investigation,
  including duplicate credits that were inadvertently issued due to a system error. We also
  issued credits for the associated finance charges. Please be advised that our investigation
  remains ongoing and can take up to two full billing periods, but not to exceed 90 days to
  complete. Should the fraud claim be denied the provisional credits will be re-billed to the
  account.
  Upon receipt of the complaint, we issued an additional credit for the aforementioned
  transaction that was initially omitted from the claim. We have also re-billed the account for
  the duplicate credits.
  A letter with additional details was sent directly to ****** ** ****.

• Initial Complaint

  Date:07/29/2022

  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 had my card for over 4 years and never had to contact customer service before! I havent used my card in over a year as I was in the process of purchasing my first home which I closed in 6/2022, I was at the gas station and decided to use it and it declined the rep said oh your card is expired I looked it said 2021, so for the past 3 days I have been on hold for over 30 plus mins trying to get a new card and this morning 7/29 I called and another 45 mins later at 4-5 in the morning being Verified with all my personal information from someone in another country in which he advised and I can hear it in the back ground. He said he cant issue me a card because I placed a quick freeze on the card, then he said he would need do transfer me to get it removed I advised him that I can do it and I Did and he still after another 10 mins of humming and singing said he needed to transfer me and he will stay on go introduce the call and he didnt. The rep at the other end was on the country and turned things around advised I never got a new card for the expired one sent because they no longer was doing business with **** and they sent the Mastercard out which I didnt get it but she advised she will rush it no extra charge and the rep was saying he was going to charge me. Uggh this is such a bad experience first time needing to call. Been a customer for years. Not sure if I want to take the risk of closing with my credit score but I cant deal with this ever again

  

  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 customer was sent a renewal card prior to the expiration of their
  card. The renewal card was activated from the phone number on file, and we have no record
  of recently declined transactions.

  Following this, the customers account was upgraded from a **** to a MasterCard and a new
  card was issued; however, the card was returned undeliverable due to an address change.
  The address on the account was updated accordingly.

  The customer contacted us to report non-receipt of the card. Their calls were transferred for
  assistance, but the customer disconnected prior to speaking to a representative. During a
  subsequent call, a new account number was generated, and a card was ordered as rush with
  no fee. However, the representative shipped the card to the address on file instead of to the
  alternate address that the customer provided on the call. We apologize for any
  inconvenience this caused. We can confirm that the card has since been activated.

  A letter was sent to the customer with further information.

• Initial Complaint

  Date:07/28/2022

  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.

  yesterday, on july 27, 2022, i contacted merrick bank regarding an email i received and following with a piece of mail i also received. the mail contained a new card (master card) which i did not ask for. i currently have a **** card with this bank. have had no problems with them until now. the customer rep on the phone was not helpful,he insisted i activate my new card. so, they took it upon them selves. to change my card from a **** to a mastercard.. I also wanted to know how my bill was to be addressed. on monday, the 25th i used my card (****)ending in ****. i wanted to know where that **** was going to??? he then stated i must activate my new card (master card) which i did not request, in order for my bill to get paid. so two times during my conversation with them, he told me to activate my card. I will not!! i did not request a new card for starters and i certainly did not request a master card. i am very happy using the **** logo. i am concerned with my bill being in outer space somewhere!! it is only $34.15 cent bill - but thats not the point. I was quite upset, with the way he handled the conversation and his "oh well" attitude. i feel i should not be forced into a different type of card. i am the one who should address a change to see if i am eligible or not, Not have one thrown at me. my "new" mastercard by the way is still not activated. (ending in ****). not sure how this will be rectified, but i would like to pay my bill on the **** **** card.

  

  Business Response

  Date: 08/24/2022

  BBB Complaint ID # ********
  Our records indicate that the customers **** account was recently upgraded to a
  MasterCard and emails were sent to advise of this conversion. The balance reflected on the
  customers last **** statement was transferred to the new account, and a new MasterCard
  was mailed. The customers **** account remained active for a short period of time following
  the issuance of the MasterCard, and any purchases made during this time also transferred to
  the new account number. We received the customers payment, which brought the balance
  to zero.
  As of this response, the MasterCard has not yet been activated, and the **** card can no
  longer be used. In order to make additional purchases, the customer can activate their
  MasterCard either online or by phone with a representative.
  While we regret any dissatisfaction, we reviewed the customers recent call with our
  Customer ****************** and found no instance of unprofessionalism.
  In order to assist, we contacted the customer by phone and also sent a letter to their address
  with further information.

  Customer Answer

  Date: 08/26/2022

   
  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:07/28/2022

  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 was contact by Merrick Bank about my a fraudulent charge on my credit card, I disputed it on 7/9/22 and they declined the amount of $211.00 they were supposed to close my account and they didn't not so they charge went through again, I have been calling the bank everyday at least 5 times a day and they won't put the money back into my account. This is the worst company I have ever worked with. as of today 7/28/22 I have been transferred 8 times each person stating it's not there department and I started calling since 6:02 am and i am still on hold, I want the $ 211.00 put back into my account and report this so nobody else just sucked into this company. please help

  

  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.
  Our records indicate that the customer contacted us regarding an unauthorized charge on
  the account. At the time of the call, the charge had been declined. The customer was
  transferred to receive a new credit card number, but disconnected prior to speaking with the
  next representative. Following this, the merchant obtained authorization, and the charge
  posted to the account.
  The customer called back regarding the charge. The representative placed a block on the
  account to prevent further charges from posting, but failed to escalate the customer’s
  concerns to the security department for a fraud claim to be initiated. We apologize for the
  inconvenience this caused.
  The customer subsequently called back, and a fraud claim was opened. Their prior account
  number was closed, a new card was generated, and provisional credit was issued to the
  account. During the investigation, we determined that the merchant also issued a credit for
  the disputed transaction. As the account received credit from both the merchant and Merrick
  Bank, the account was rebilled to correct the duplicate credits.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:07/28/2022

  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'm trying to get my password so I can log in so I can check my balance and I'm not able to. I followed the steps by giving my account number and my username but then get an error code I then call but get no one like honestly what the h***

  

  Business Response

  Date: 08/22/2022

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

  Our records indicate that the customers online account is currently locked due to multiple
  incorrect attempts to enter their password. While we regret any dissatisfaction, we have no
  record of recent inbound call attempts associated with the customers phone number or
  account number.

  In order to assist, we attempted to call the customer, but were unable to reach them. We
  request that the customer please contact us so that a representative can assist with resetting
  their password.

  A letter was sent to the customer with further details and contact information for our
  Customer Service Department.

• Initial Complaint

  Date:07/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a credit care with Merrick Bank which I closed. I paid the card off completely two months ago. I am still receiving calls where they are demanding payments. In fact ********, owe funds back to me where they charged late fees and I was informed would be corrected.

  

  Business Response

  Date: 08/22/2022

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

  Our records indicate that due to non-payment in several billing periods, the account was
  reported as past due and late fees were assessed. The account was also closed due to nonpayment. We have no record of the account being paid in full as referenced in the complaint,
  nor of a representative advising the late fees would be waived.

  We recently received a payment, which brought the account current, but left an outstanding
  balance. As a courtesy, we waived the remaining balance, which was comprised of two late
  fees and interest.

  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 details.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17634690
  
  I am rejecting this response because:my payments were not late
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/24/2022

  BBB Complaint ID # ********
  The Bank previously addressed the customers concerns. Please see the original response below:
  Our records indicate that due to non-payment in several billing periods, the account was
  reported as past due and late fees were assessed. The account was also closed due to nonpayment. We have no record of the account being paid in full as referenced in the complaint, nor of a representative advising the late fees would be waived.
  We recently received a payment, which brought the account current, but left an outstanding balance.As a courtesy, we waived the remaining balance, which was comprised of two late fees and interest.
  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 details.
  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:07/27/2022

  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 this credit card company to let them know that the "new" card they sent me has not arrived. Mind you i do have a card that is not expired and did not request a new card. I went on line to verify that my account number had changed, it has and i do not have access to the card. I am currently on hold with the number provided on their website to report it "lost/stolen" . Many of the previous complaint responses from the credit card company was while i'm on hold specify "the customer hung **" in response to the complaints.. i know why .. .. i have been on hold for 1 hour 39 minutes and 13 seconds as of right now. This also includes a response stating, we appreciate the customer's patience during these difficult times. . i am having a very difficult time as well. my card is missing . this might want to be a priority staffed department during these difficult times when theft has increased dramatically. There has been no option on the recording to enter a call back number either. this is the poorest customer service i have ever experienced . i currently am also enduring difficult times as working from home and unable to stay on the phone for 2 hours and counting to report a card stolen. Please add this option to your website ..

  

  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. While we
  regret any dissatisfaction, we do not currently offer the option for customers to request a new
  card online.

  Our records indicate that the customers **** account was recently upgraded to a
  MasterCard, and a new card was issued to their address on file. The card has not been
  returned as undeliverable by the postal service.

  The customer contacted us by phone to advise that they had not received their card. Our
  representative stated that they would issue a new account number; however, this was not
  completed at that time. We apologize for any inconvenience that this may have caused.
  We have deactivated the customers account number, and issued a new card to the address
  on file, which should arrive within **** business days.

  A letter was sent to the customer with further details.

• Initial Complaint

  Date:07/27/2022

  Type:Billing 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 am an 800 credit score, I pay My bills. I left the card open and unused since 9/23/21 for credit history reasons. They charge a $5 fee monthly for whatever and I pay the fee just to keep it open. The app always says I have no payment due but I pay regardless. Well today my credit went down 84 POINTS. These people said I was 30 days late on $16 $16. Ive never been late in my life. So I call, oh theres nothing we can do are you kidding? I havent used this thing at all Ive been a customer 7 years they do us like this? Theres a reason they have 1 star because they wont let you do 0..

  

  Business Response

  Date: 08/22/2022

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

  Per the terms of the account, the annual fee was assessed in a lump sum for the first year
  the account was opened. Following this, the fee is assessed in monthly increments, for as
  long as the account remains open and/or carries a balance. The customers account also
  includes a fee for an additional card that is assessed monthly.

  We received a payment from the customer, which created a credit balance on the account.
  The two subsequent monthly installments of their annual fee were assessed and deducted
  from this balance. As a result, their statements in these months reflected that no payment
  was required. Once the credit balance was brought to zero, the monthly fee was assessed
  resulting in an outstanding balance. As no payments were received for two billing periods,
  the account became past due and was reported as such. The customer may wish to set up
  recurring payments for the annual/monthly fee at no cost using our website.

  The customer contacted us by phone regarding the past due reporting, and their concerns
  were escalated. A supervisor attempted to reach the customer by phone, but was unable to
  speak to them.

  As the account was reported past due only as a result of fees, we requested that the
  consumer reporting agencies remove the delinquency. We appreciate the customers
  patience while they comply with the requested update.

  A letter was sent to the customer with further information.

  Customer Answer

  Date: 08/22/2022

   
  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:07/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Number: ****************Good afternoon, my name is ******************************* and I currently have a credit card with Merrick Bank. I've recently noticed that Merrick Bank isn't reporting my on-time monthly payments to the consumer reporting agencies, such as Experian, ********************** I've called customer service regarding this issue, but my issue was not resolved. I have attached a copy of the account with 0 payments reported to show as proof of claim. Please update my payments to all consumer reporting agencies. Thank you.

  

  Business Response

  Date: 08/22/2022

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

  Our records indicate that the customer contacted us to report the card stolen. A fraud
  investigation was conducted, the claim was accepted, and a new account was generated.

  The customer contacted us to advise that the accounts payment history was not reporting
  accurately to the consumer reporting agencies. Unfortunately, our representative
  inappropriately disconnected the call and did not advise of the process for disputing the credit
  reporting. 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.

  Upon receipt of the complaint, we found that the previous account was incorrectly continuing
  to report to the CRAs. We have submitted an ************************ form (AUD) to
  request that the CRAs delete the trade line associated with the prior account. We have
  confirmed that all reporting to the CRAs related to the current account, including the payment
  history.

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

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17632801
  
  

  When will my new account show up on my consumer report? Also, will the payments I made on my other account transfer over to this account? 

  All I want is my account to reflect ALL the positive payments I've made on the account up until now. I just want my account to show ALL of the positive payments I've made since I opened the account up until today. 

  Please update my consumer report to make sure it reflects ALL of the payments I've made. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/25/2022

  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 the card stolen. A fraud
  investigation was conducted, the claim was accepted, and a new account was generated.
  The customer contacted us to advise that the accounts payment history was not reporting
  accurately to the consumer reporting agencies. Unfortunately, our representative
  inappropriately disconnected the call and did not advise of the process for disputing the credit reporting. 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.
  Upon receipt of the complaint, we found that the previous account was incorrectly continuing to report to the CRAs. We have submitted an ************************ form (AUD) to request that the CRAs delete the trade line associated with the prior account. We have confirmed that all reporting to the CRAs related to the current account, including the payment history, is accurate.
  A letter with additional details was sent directly to *******************************. Please allow sufficient time to receive this letter.  
  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.