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

• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

• 

  Merrick Bank

  Dallas, TX 75266

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:07/27/2022

  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 tried over and over to get in contact with the security department at Merrick Bank. No one will answer the phone after being on hold for more than two hours. I never received my card in the mail and I need to talk to someone about cancellation or replacement. It is ridiculous that no one is answering after being on hold for the longest. Previous employees have told me that my card was mailed on July 11th, I have no received the card and cannot get in contact with anyone.

  

  Business Response

  Date: 08/22/2022

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

  The customers account was opened and the setup fee and annual fee were assessed. Their
  credit card was shipped to the address on file and has not been returned as undeliverable.

  The customer subsequently contacted us to report non-receipt of the card; however, they
  disconnected prior to speaking to a representative in the correct department 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.

  Following receipt of the BBB complaint, the customer spoke to a representative who
  deactivated their initial card number, and ordered a card with a new account number.

  A letter was sent to the customer with further information.

• 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.

  Refuse to send out my card related to my Merrick Bank Credit. Within this past week, Merrick Bank reported on my credit report therefore acknowledging a credit increase; one that dropped the score 22. pts; one that I did not know about since the card approval was mailed out without my knowing. It went into the trash along with all the other offer sent my way-please do not mention ads. Merrick Bank asked me to provide my details to prove myself. My identity is not the issue, its the inability of the banks representatives to care for their clientele. I am asking you to please contact them. If you have a minute- read the reviews about this bank, if not already known.Sincerely, ***********************

  

  Business Response

  Date: 08/22/2022

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

  Our records indicate that the account was opened with our Double Your Line (***) offer.
  The credit limit was increased per the terms of the *** offer. The customer's initial credit
  card was issued to the address on file, and has not been returned by the postal service.

  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies (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. Please note that the calculation
  of credit scores is proprietary to the CRAs and we recommend that the customer contact
  them directly for any inquiries related to their credit score.

  During recent calls with the customer, our representatives requested verification information
  in order to release information regarding the account. As the customer advised of needing a
  new card, our representatives attempted to transfer the calls to our security department for
  assistance, but our records indicate that the customer disconnected the calls prior to
  reaching an agent.

  As requested during one of the calls, the customer advised that the address on the account
  was incorrect and the address was updated. Upon receipt of the complaint, we deactivated
  the account and issued a new card to the address provided on the complaint.

  In an effort to address the customers concerns, we attempted to call them, but we were
  unable to reach them. A letter with additional details was sent directly to ************************

• Initial Complaint

  Date:07/26/2022

  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 am in the process of getting a mortgage loan and needed a letter showing my current balance. For a week and a half, I sat on hold for many hours and finally got through to people who told me the letter was sent. It has been a week and a half and still nothing, this document is vital and when I complained about it the car I got from a customer care person was rude and unhelpful. Continuously spoke over me and was transferred several times just to be hung up on. I have several other cards that I was able to get this information from immediately. I'm horrified with how I've been treated during this.

  

  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. In an
  effort to address the customers concerns, we attempted to call them, but were unable to
  reach them.

  Our records indicate that the customer spoke with several representatives requesting a letter
  and/or a statement reflecting the balance on their account. The customer spoke with a
  representative regarding the account number change. The representative advised the
  change in account numbers was due to the **** to MasterCard conversion. During the call,
  the customer requested a letter, in addition to the statement request, sent via fax regarding
  the conversion. We confirmed that the letter and statement were faxed successfully to the
  number provided by the customer. While we regret the customers dissatisfaction, we
  reviewed the calls with our representatives and found no instance of unprofessionalism.

  A letter with additonal details was sent directly to *************************.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17628228
  
  I am rejecting this response because:
  While the phone calls may have been professional, the bottom line was simply that even though I was told these things were sent, they were not. It took several calls and representatives as you can see, to finally receive the paperwork I was requesting. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2022

  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.

  This bank sent me a credit card which i cut up and never activated and the keep billing me and adding charges to it and reporting i am not paying the bill i never used this card or even activated this card!

  

  Business Response

  Date: 08/22/2022

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

  Upon the inception of the account, a set up fee and annual fee were assessed as per the
  cardholder agreement. As no payments were received, late fees and interest were assessed.

  The customer contacted our *************************** regarding the balance on the
  account, advising that the card was not requested, had not been used, and had been
  destroyed. Our representative transferred the call to the security department for further
  assistance, but the customer disconnected before speaking with a representative. As the
  customer advised that they did not request the card, we conducted an investigation regarding
  the claim of identity theft. The claim was denied based on the results of our investigation.

  We have closed the account and waived the balance, which was comprised of fees and
  interest only. As the card was never used for purchases, we requested that the consumer
  reporting agencies delete the tradeline associated with the account from the customers
  personal credit file.

  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:07/26/2022

  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.

  For reasons unknown to me, I cannot access my Merrick Bank credit card. My payments are timely and I was just about to pay it off. It says my account is restricted. I cannot get through to anyone on the phone or through their app. I have spent a lot of time and money improving my credit score. Their voicemail says it's full and there is NOBODY available to help!

  

  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 a freeze was placed on the account. However, our investigation did
  not yield the reason for the freeze. As no suspicious activity was identified on the account,
  we have removed the block on the account. We contacted the customer by phone to advise
  of this 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. Merrick Bank got in touch with me and reactivated my account. I'm unclear on what happened, but it is resolved. Thanks. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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.

  Hopelessly unprofessional and bad customer service. These guys are in the process of upgrading their credit cards. I never received the credit card they sent out. Called the number listed on their site for reporting a lost card (you can only call them, and you can't do it online), waited forever, told by the person that picked up they had to transfer me to another department. Another long wait time. When the next person picked up, they told me they had to transfer to yet another department! And it went on and on. I am going to close my account ASAP. I wonder how long that would take.

  

  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. In an
  effort to address the customers concerns, we attempted to call them but were unable to
  reach them. While we regret their dissatisfaction, we do not support open email
  communication at this time.

  Our records indicate that the **** was converted to the new MasterCard and was issued to
  the address on file, which matches the address on the complaint. Please be advised that we
  have no record of the card being returned by the postal service.

  Subsequently, the customer spoke with a representative regarding non-receipt of the card.
  During the call, the representative verified transactions, deactivated the card and generated a
  new account.

  Following this, we have confirmed that the customer activated their card, via online, and is
  available for use.A letter with additional details was sent directly to ********************

  Customer Answer

  Date: 08/23/2022

   
  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:07/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reviewing my account on June, 7th 2022, I noticed a fraudulent transaction from a company called Emerites , in the amount of $574. I put a freeze on my card and called customer service right away. I was told they would cancel the card, file a dispute , and send out a new card immediately. I didnt think anything of it , figured they would resolve it and all would be good. Well, after a week went by nothing had been resolved and the balance of $574 was reported to the credit agencys, which brought my score down. At this point I called again to complain , and was given the excuse that it will be resolved but could take 30 days to get a provisional credit. I took their word for it , and now it is almost 60 days later and my access to the app has been revoked , and the security team is claiming that the government sent them a letter stating that this account was opened fraudulently , and wanted me to send them a copy of my ID. I requested to speak with a manager , and was told there isnt one available. I have disputed this balance with all of the credit agencies and am awaiting a call back from a manager. I would like to close this account and have this balance removed from my credit report. Sincerely,******************************************

  

  Business Response

  Date: 08/24/2022

  BBB Complaint ID # ********
  ****************************************** spoke with a customer service representative to dispute a transaction that
  occurred on that day. In response, our representative submitted a request for investigation
  into the disputed transaction. The customer also placed a temporary authorization block on
  the account. Please be advised that the authorization freeze prevents new transactions from
  occurring on the account, but cannot prevent pending transactions from posting.
  During a subsequent call, a representative inaccurately stated that a claim had been initiated
  for the transaction and that a new card would be issued. However, no claim had been started
  at that time. We apologize for any inconvenience that this misinformation may have caused.
  We found that one of our representatives closed the aforementioned investigation request
  and did not open a fraud claim into the disputed transaction. We regret the delay this caused
  in addressing the customers concerns. Please be advised that the details of these errors
  were forwarded to the appropriate level of management to provide coaching so that the
  representatives can better handle situations of this nature in the future.
  We received Automated Consumer Dispute Verification (ACDVs) forms filed through the
  Consumer ****************** (CRAs) claiming identity theft and disputing the reporting of
  the account. Due to the identity theft claim, the account was frozen while the fraud claims
  were investigated. Based on the results of our investigation, the identity theft claims were
  denied, and responses were provided directly to the CRAs confirming that the account is
  reporting accurately.
  Upon receipt of the complaint, we issued a credit for the disputed transaction and the
  associated finance charges. As requested, your account was closed with a credit balance. A
  refund check will be mailed under separate cover.
  A letter with additional details was sent directly to *******************************************

• Initial Complaint

  Date:07/26/2022

  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 recently signed up for a Merrick Bank credit card. I lost it in June of 2022. I have been trying to get in touch with Merrick Bank since JUNE to get a replacement card sent. Every time I have called (which is the only way you can get a replacement ordered), I have been placed on hold for 10 minutes or more, only to have the call get disconnected. This is absolutely terrible customer service.

  

  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.

  The customer spoke with a representative requesting a new card, as they had lost theirs.
  During the call, the representative verified transactions, deactivated the card and generated a
  new account.

  The customer activated the card online and it is available for use.

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

• Initial Complaint

  Date:07/26/2022

  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 noticed a charge on my credit card account with Merrick Bank. I called in immediately when I notice it on June 13 2022. I was on hold for hours and was transferred multiple times. Finally was able to speak with the fraud department I was informed I would revive a new card and a letter in the mail about my dispute. A couple weeks ago by didn’t receive the new card or letter. So I called back in was on hold and transferred multiple times. Was told new card would be sent and my dispute was behind handled. Ok so I finally received my new card. When I tried to active it I was told my account was blocked. So then again had to be on hold for hours and then transferred. Mind you the agents are so rude and didn’t once apologize. Nor show any concerns or remorse. So they unblock my account. I notice still haven’t received a letter about my dispute. So I was getting concerned that they they didn’t file it or something. So I called back in and I was told it was done and then the agent told me no it wasn’t done. At this point I was beyond upset dealing with this going back and forth with them. So the agent said he was going to fix it. I was like it should have been done the day I called in about it. So now they are doing the whole process again and at this point I don’t believe them. They have the worst customer service I have ever experienced in my life. Do not get a account with them.

  

  Business Response

  Date: 08/23/2022

  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 customer spoke with a representative to dispute a transaction that posted to the account.
  In response, our representative appropriately submitted a request for investigation and
  placed a temporary authorization hold to prevent additional transactions from posting to the
  account, as the account was being transferred from a Visa to a MasterCard at that time.
  During subsequent calls, our representatives inaccurately advised that the fraud claim had
  been opened and was ongoing, though the investigation had not yet been opened. 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.
  We sent a letter when the investigation was opened advising that we had issued a
  provisional credit for the unauthorized transaction. Based on our investigation, the fraud
  claim was accepted and the provisional credit became permanent. We deactivated the
  account and generated a new card. We confirmed that the card was activated and
  successfully used for transactions.
  A letter with additional details was sent directly to **** ** ******* ***

  Customer Answer

  Date: 08/23/2022

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

  You guys charged my account again. I see the charge on my account it is still not removed.The charge is $87.55 I included the screen shot. 

  

  Business Response

  Date: 08/26/2022

  BBB Complaint ID # ********
  Our records indicate that the provisional credits posted to the account as a result of the fraud
  claim were duplicated due to a system error. The account was subsequently rebilled to
  correct this. We apologize for any inconvenience this may have caused.
  A letter with additional details was sent directly to **** ** ******* ***