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

  
• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

• 

  Merrick Bank

  Dallas, TX 75266

• 

  Merrick Bank

  PO Box 1442 Draper, UT 84020-1442

  

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:06/19/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.
  
  MERRICK BK
  ACCOUNT no.: ************
  DATE OPEN: 01/01/2024
  BALANCE: $788.00

  

  Business Response

  Date: 07/01/2025

  BBB Complaint ID # BBB 23493343
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Due to non-payment, the account became past due, was reported as such, and
  was closed.
  We recently received the customer’s Automated Consumer Dispute Verification form (ACDV)
  filed through the credit bureaus disputing the reporting of the account and claiming identity
  theft. The account was reviewed, and a response was provided directly to the consumer
  reporting agencies confirming that the account is reporting accurately. The fraud claim was
  denied based on the results of our investigation and the account information that matches the
  customer’s 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 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 and validation documents.

• Initial Complaint

  Date:06/19/2025

  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 AM NOT LIABLE FOR THIS DEBT WITH "***********************"I DO NOT HAVE AN ACCOUNT WITH "***********************." THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS REQUESTED.

  

  Business Response

  Date: 06/27/2025

  BBB Complaint ID #23493151
  Our records indicate that the account was opened with an electronic application, used for
  purchases, and charged off due to non-payment. We have no record of prior correspondence
  requesting a copy of the application.
  Merrick Bank is not affiliated with Spring Oaks Capital LLC or National Credit Systems. As
  such, we are unable to provide any information regarding an account with these companies,
  and we recommend that the customer contact them directly for assistance.
  An investigation was conducted regarding the customer’s claim of identity theft. Based on our
  investigation, the claim was denied as the account information matches their personal
  records.
  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 with additional details was sent directly to Orane Mcmayo, along with account
  documents.

• Initial Complaint

  Date:06/19/2025

  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.

  To Whom it may concern,
  I am disputing an invalid account reported by Merrick Bank on my credit report. This account is inaccurate, unverified, and violates the Fair Credit Reporting Act (FCRA). Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.
  
  To Whom It May Concern,
  I am disputing the account reported by Merrick Bank on my credit report. This account is inaccurate, unverified, and in violation of the Fair Credit Reporting Act (FCRA).
  
  Under 15 U.S. Code § 1681i and § 1681s-2, you are required to verify the accuracy of any information reported. Since this account has not been properly validated and does not meet legal reporting standards, I am demanding its complete removal from my credit file immediately.
  
  Failure to comply will be considered a continued violation of federal law.

  

  Business Response

  Date: 07/01/2025

  BBB Complaint ID # BBB 23490663
  Our records indicate that the customer's account was opened with an electronic application
  and used for purchases. Due to non-payment, the account charged off with an outstanding
  balance.
  As per the Cardholder Agreement, “We may report information about your account to credit
  bureaus. Late payments, missed payments, or other defaults on your account may be
  reflected in your credit report.”
  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 and validation documents.

• Initial Complaint

  Date:06/17/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.
  
  I have no contractual obligation with MERRICK BK and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since MERRICK BK has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.
  
  I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  

  Business Response

  Date: 06/30/2025

  BBB Complaint ID # BBB 23479469
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Due to non-payment, the account charged off with an outstanding balance.
  We received Automated Consumer Dispute Verification forms (ACDVs) filed through the
  credit bureaus disputing the reporting of the account and claiming identity theft. In each
  instance, the account was reviewed, and responses were provided directly to the consumer
  reporting agencies confirming that the account is reporting accurately. The fraud claims were
  denied based on the results of our investigation and the account information that matches the
  customer’s personal details.
  Upon receipt of the complaint, the identity theft claim was again investigated, but remains
  denied.
  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 and validation documents. We have
  no record of a prior validation request.

• Initial Complaint

  Date:06/17/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.
  
  I have no contractual obligation with MERRICK BK and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since MERRICK BK has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.
  
  I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  

  Business Response

  Date: 06/30/2025

  BBB Complaint ID # 23479369
  Our records indicate that the customer’s account was opened with an electronic application
  and used for purchases. Due to nonpayment, the account charged off with an outstanding
  balance. We have no record of a prior request for debt validation.
  We received the customer’s Automated Consumer Dispute Verification (ACDVs) forms filed
  through the Consumer Reporting Agencies (CRAs) claiming identity theft and disputing the
  reporting of the account. In each instance, the account was reviewed. Based on the results of
  our investigation, the identity theft claims were denied as the account information matches
  their personal details. As such, responses were provided directly to the CRAs confirming that
  the account is reporting accurately.
  Upon receipt of the customer’s complaint, we conducted an investigation into their claim of
  identity theft. The claim was denied based on the above 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 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 with additional details was sent directly to ******** ******* along with account
  documents.

• Initial Complaint

  Date:06/16/2025

  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.

  Merrick Bank is listed in my credit report. I have written a letter asking for debt validation. I didn’t receive any response. I called them and they can’t find an account in my name.

  

  Business Response

  Date: 06/26/2025

  BBB # 23477601
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Due to non-payment, the account charged off with an outstanding balance.
  We received Automated Consumer Dispute Verification forms (ACDVs) filed through the
  credit bureaus disputing the reporting of the account. In each instance, the account was
  reviewed, and responses were provided directly to the consumer reporting agencies
  confirming that the account is reporting accurately. We previously responded to a BBB
  complaint regarding this issue and provided validation documents to the customer.
  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.
  We have no record of any recent calls for this account. A letter was sent to the customer with
  further information and validation documents.

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: 23477601
  
  
  
  I am rejecting this response because: I have asked for documentation proving that I owe this debt. Please validate this debt that you have listed in my credit profile or please remove it.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/12/2025

  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 dont have online access to one of my credit cards but knowing I have a 1000$ limit and can't go over it. When I did call to check on it today there have been charges since 5/16 that amounted to over 900$ over the limit i thought I was okay because I sent in a $1000 payment to clear the balance they told me i could go over my credit limit....then why is there a credit limit this was not discussed with me at all nor was I given any mail that stated this

  

  Business Response

  Date: 06/25/2025

  BBB Complaint ID # BBB 23462404
  Our records indicate that the customer's recent payment was returned unpaid due to
  insufficient funds, increasing their account balance in excess of their credit limit and resulting
  in the restriction of their online account. The account block was removed following the receipt
  of the customer's last valid payment. Coaching has been provided to our representative for
  providing misinformation regarding our credit limit policy during the customer's subsequent
  call. The balance remains due and will not be refunded as requested.
  No transactions posted to the account while it was over the credit limit. However, Merrick
  Bank is still authorized to approve transactions in excess of the credit limit per the terms of
  the customer's agreement. The customer's use of the card indicates awareness and
  agreement of these terms.
  A letter with additional details was sent directly to ***** *****.

• Initial Complaint

  Date:06/11/2025

  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 received an E-mail stating i owed 72 dollars from a credit card i never received, activated or used. Then when i called they put me on hold for an hour. I called back and they transferred me to fraud. they said i would have to make payments because it could take 2 months to settle the account. I never wanted this card. never used it or even received it. yet they want to charge me till fraud figures it out. Thats ridiculous. I want my account closed and zeroed out.

  

  Business Response

  Date: 06/25/2025

  BBB Complaint ID # BBB 23455954
  Our records indicate that the account was opened with an annual fee and a card was issued
  to the address on file. An email notice reflecting the annual fee balance was issued to the
  email address on file. We have no record of a representative advising the customer to make
  payments on a disputed balance during the customer's subsequent call. The customer's
  identity theft claim has been denied based on our investigation and the account was closed
  at their request. As the account was never used for purchases, the balance has been waived
  and the tradeline has been deleted from the customer's personal credit file.
  A letter with additional details was sent directly to ******* W. *****.

  Customer Answer

  Date: 06/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23455954, and find that this resolution is satisfactory to me. The BBB has helped greatly to resolve this complaint
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/11/2025

  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 paid in full on 5/13. Requested closure of account and refund check of $105.85 be sent to me.
  On 5/18- additional $59.69 of interest was assessed to account, Leaving only $46.16 to be sent to me.
  5/20-called MERRICK bank and Spoke to *******.
  Explained that after paying card in full on 5/13, an interest charge if $59.69 was charged on 5/18 for ONE day of interest. Meanwhile, MERRICK bank was charging me a TOTAL of appropriately $72 in MONTHLY interest each month, that something doesn’t calculate correctly.
  She advised she would submit for a credit back. And should see within 3 days.
  5/23- spoke to Luciana said that request was DENIED. I said I was in finance and there was no way that one days interest equaled $59.69. After this bank has charged me several LATE fees over the years, Im annoyed that they feel the need to overcalculate interest that is due me.

  

  Business Response

  Date: 06/25/2025

  BBB Complaint ID # BBB 23454892
  Our records indicate that we received the customer’s payment for their full balance beyond
  their due date. This payment created a credit balance on the account. As the payment was
  received after the due date, finance charges were accurately assessed per the terms of the
  account at the close of the customer’s billing period. These finance charges accrued during
  the customer’s prior billing period, and not in one day, as indicated in the complaint.
  The account was closed per the customer’s request. A representative also submitted a
  courtesy request to waive the finance charges, which was declined as they were accurately
  assessed. A refund check for the remaining credit balance was issued to the customer.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:06/09/2025

  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.

  Closing my credit card account. They mailed me a letter stating that they are closing my account. Did not say when they were closing it for inactivity. They just mail the letter on 6/2/25.I received the letter on 6/9/25. They(Merrick bank) should have gave me ample amount of time to use the credit card. Since I only use it once a year when I go on vacation.. I talked to two supervisors and they said they cant do anything and they can can and will not reopen my account. They did not even try work with me. They said it was out of their hands. They also said Merrick bank closed the account while I told them you are Merrick Bank. All I want is my account to be reopened and I want my same credit limit like I said before the letter did not state when they were closing, they just closed their account thank you and I hope if you cant help me with this I hope this puts a **** on their record. Merrick Bank does poor business. They dont care about the people at all they just want our money..

  

  Business Response

  Date: 06/12/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was closed with a zero balance after an
  extended period of inactivity in accordance with their cardholder agreement, which also
  stipulates that no additional notice is required prior to closure. The account will not be
  reopened as requested, as accurately advised by our representatives during the customer's
  subsequent call to our **************** Department.
  A letter with additional details was sent directly to ****** E. ********** III.