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:05/23/2025

  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 MERRICK BANK, I do not
  have a contract with MERRICK BANK, they did not provide me with the original contract as i requested

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID # ********
  According to our records, the customer’s account was opened with an electronic application.
  The account was used for purchases and payments were applied toward the balance. Due to
  non-payment, the account charged off. We have no record of prior correspondence
  requesting a copy of the application.
  Upon receipt of the customer’s complaint, we conducted an investigation regarding their
  claim of identity theft. Based on the results of our investigation, their claim was denied as the
  account information matches their personal records.
  A letter with additional details was sent directly to *********** *******, along with account
  documents.

• Initial Complaint

  Date:05/22/2025

  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 reaching out to whomever this matter concerns on behalf of myself, ******* * ******* a federally protected consumer. I am enforcing my rights according to 15 USC 1692G by asking your company to validate the alleged debt as well as send me evidence that I am obligated to pay this alleged debt. I am not refusing to pay the debt but really asking your company to validate this that as it is your lawful duty, when asked by the consu, I am also making your company aware that invalidated information on my consumers report may be fraud on the federal and state laws and I will not hesitate to bring fourth legal action. My rights continue to be violated under the FDCPA and the FCRA you have 30 days to validate this debt and during this time will furnishing collection activities must case and deceased thoroughly, and all mediums included by consumer report if your company and/or office fails respond within 30 days of validate this debt it shall be deleted and removed from my credit file immediately I will also attached a cease and the deceased and desist that is affected immediately. If advised action is taken against me as a consumer, I will consult my legal council. Please be advised that according to at 15 USC 16 92G
  Thank you for your attention in this matter
  
  ******* ******* *

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID # 23366039
  Our records indicate that the account was opened with an electronic application.
  Subsequently, the account was used for purchases and payments were applied to the
  balance. 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 with additional details was sent directly to ******* ** ******* ***, along with account
  documents.

• Initial Complaint

  Date:05/22/2025

  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 got a Merrick account back in 2018. I signed up for their "job loss" or economic hardship program that I wouldn't be responsible if I reported a significant drop in income. In January of 2019 I lost my housing and became homeless and in May of 2019, my child support had a COLA (Cost of Living Adjustment). I called into Merrick multiple times to try to get on a hardship relief payment plan as I was forced to live off this and another card. They did not honor their hardship program. The other card has been removed from my credit report by now, but Merrick still reports as a charge off at Experian even through dispute process. The state of MN requires that it can only appear up to 6 years after account closure or charge off which would be May 2025, but it is still on there. I would like it removed from my credit report and have it adjusted off as they didn't uphold their end of the contract for their program. If not I will be seeking a lawyer to sue them for class action fraud.

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer’s account was opened and used for purchases. Due
  to non-payment, the account charged off with an outstanding balance. Please note that we
  have no record of any calls regarding hardship, nor of this account ever being enrolled in a
  hardship program, as referenced in the complaint.
  We received the customer’s 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.
  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 your 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. For information regarding the length of time that an account will appear
  on a credit report, we recommend that the customer contact the consumer reporting
  agencies directly.
  A letter was sent to the customer with further information.

  Customer Answer

  Date: 06/04/2025

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

  1. Many transactions were reported by me as fraudulent - the card was used without authorization by an ex girlfriend at the same address in Lonsdale, MN but she left the state prior to any available action by Mr. ******. He filed a Diversity of Citizenship lawsuit against her - ******* ****** ********** for both civil debts and work performed on her home, but it as dismissed by federal court magistrate. 

  2. I called in multiple times and disputed multiple times via Merricks reps and through credit bureaus, and Merrick fails to discharge this debt that shouldn't have been owed for fraudulent purchases.

  3. Mr. ****** made very effort to pay this debt that wasn't his, utilize a credit program, even though he was homeless and had his wages garnished for several years.

  I resoundingly reject Merrick's response and will be seeking whatever legal remedies available to me if their course is not reversed.

  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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 approved for 600 dollar credit card, it arrived. I activated and it hade a balance of 228.00 I called within 3 minutes of activation they said that was thier yearly fee. They lied to me about the 600 limit gave me 300 then told money with interest before even touching the card.

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID # BBB 23362396
  Our records indicate that the account was opened with our Double Your Line (DYL) offer. In
  order to qualify for the DYL offer, a payment of at least the minimum amount due must be
  received on time each month, for the first seven months that the account is open. The initial
  credit line accurately matched the amount provided in the solicitation offer. If the DYL terms
  are met, the credit limit would double.
  As disclosed in the offer, an annual fee was assessed at the inception of the account. We
  have no record of any interest being assessed, nor of the balance increasing to the amount
  referenced in the complaint.
  The account was closed per the customer’s request, and we waived the annual fee, bringing
  the balance to zero. Additionally, as the card was never used for purchases, we requested
  that the consumer reporting agencies delete the tradeline associated with this account from
  the customer’s credit profile.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:05/21/2025

  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.

  Hello,
  
  I am writing in hopes of gaining a resolution to this matter involving a security deposit to open a credit card with Merrick Bank. In April, 2025, the account opened was closed as a result of the account not providing any credit limit increases and I felt the account wouldn't be a good choice in my rebuilding of credit. After making the decision, there were no further charges, pending or otherwise, towards the account. The security deposit was applied back to the account in the amount of $200.00 and has since been closed. I was told by the agents with whom I spoke with in calling to inquire about the timeframe in which I would be receiving the funds, have never been consistent. Many times advisements for the receipt of funds would range from a "few days" to 30 days to 90 days. Nothing is ever consistent with the information I receive. I feel that since the funds to open the account didn't take this amount of time for Merrick Bank to receive, I should not have to wait this amount of time to receive what is, at its very core, mine. I would Iike for Merrick Bank to expedite this refund as I was a customer for them for quite sometime and never had a missed payment, etc. I look forward to an amicable solution in the best interest of both parties. Thank you!

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID# ********
  Our records indicate that the customer's credit limit was increased per the terms of our
  Double-Your-Line offer and did not qualify for an additional unsecured increase prior to the
  customer's request for account closure. We have no record of a representative providing
  inconsistent information regarding the 30-day security deposit refund timeframe. A refund
  check was issued to the customer's address on file.
  A letter with additional details was sent directly to **** ** *******

  Customer Answer

  Date: 06/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The refunded security deposit has been received since the time the complaint was submitted. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/19/2025

  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 MERRICK BANK CORPORATION I DO NOT HAVE AN ACCOUNT WITH MERRICK BANK CORPORATION THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS REQUESTED

  

  Business Response

  Date: 06/03/2025

  BBB Complaint ID # 23351434
  Our records indicate that the customer’s accounts were opened with electronic applications
  and used for purchases. Due to nonpayment, both accounts charged off with an outstanding
  balance.
  We received the customer’s Automated Consumer Dispute Verification forms (“ACDVs”) filed
  through the credit bureaus disputing the reporting of the accounts and claiming identity theft.
  Based on the results of our investigations, the fraud claims were denied as the account
  information matches their personal records. As such, responses were provided directly to the
  consumer reporting agencies confirming that the accounts are reporting accurately. We have
  no record of prior correspondence requesting a copy of the application for either account.
  Upon receipt of the customer’s complaint, we conducted investigations regarding their claim
  of identity theft on both accounts. Their claims were denied based on the above investigation.
  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 accounts 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 accounts to the consumer
  reporting agencies.
  A letter with additional details was sent directly to ******* ** ******, along with documents
  for both accounts.

• Initial Complaint

  Date:05/19/2025

  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.

  Dear BBB I am so disappointed in a merrick bank
  I was given a credit card with a cradït limit of $5 K
  A couple of months into the account while I travel to promote CR Global Brands I was not able to pay the account on time so my husband who is serving in the US military in Israel made the payment somehow his payment bounced I guess the banking systems failed and I was told if you ever pull a fast one on us we will cancel your credit card
  I tried to explain to them but it was like talking to a dumb wall ??
  I finally got around to updating everything the addresses the phone numbers and all them they dropped me down to $1.5 K credit limit
  Now if that is not discrimination then what else can it *** say

  

  Business Response

  Date: 05/29/2025

  BBB Complaint ID # ********
  Our records indicate that the customer’s account was opened with our Double Your Line
  (DYL) offer. In order to qualify for the DYL, valid payments of at least the minimum payment
  amount must be received by the due date for the first seven months that the account is
  opened. If the terms are met, the credit line will double.
  Subsequently, three payments were returned unpaid. When a payment returns, the balance
  is adjusted accordingly which will impact the amount of available credit. However, we have
  no record of the credit limit being altered, as indicated in the complaint.
  We take claims of discrimination very seriously and can assure that Merrick Bank follows all
  practices under the Equal Credit Opportunity Act, which prohibits creditors from
  discriminating on the basis of race, color, religion, national origin, sex, marital status and
  age.
  Upon receipt of the complaint, we reviewed recent calls, and found no record of
  unprofessionalism, nor of a threat to cancel the account. Please note that returned payments
  can result in account closure as per the account terms.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:05/19/2025

  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 recently opened a credit card account with this company and have had nothing but issues since the opening of the account. I first tried to make a cash advance and they said I used the incorrect PIN although they never informed me the PIN I chose was not for advances. Then, I tried to make a simple transaction and was declined! Mind you, I paid their annual fee as soon as I got the card and the account has a zero balance!! Also I never got any notification that the card was locked or flagged for fraud at all!! Their customer services reps are horrible at their jobs. One told me he had no idea why it was happening and the next day I spoke to a so called manager who told me I was using a credit card and there certain security measures. Like I wasn't aware of that! They want to provide terrible customer service and insult my intelligence as well?? They can keep this card BUT I WANT MY ANNUAL FEE REFUNDED AND THIS ACCOUNT CLOSED WITH NO NEGATIVE AFFECT ON MY CREDIT REPORT!!

  

  Business Response

  Date: 05/28/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer attempted a cash advance which declined as the PIN
  entered did not match the PIN the customer had selected. The PIN is to be used when
  making cash advances at an ATM, and at some financial institutions. Subsequently,
  additional transactions were declined as the merchant was determined to be under the
  category of government owned lottery. While we regret any dissatisfaction, Merrick Bank
  does not allow the card to be used for transactions under this category. As per section 12 of
  the cardholder agreement, “We may, in our sole discretion, deny authorization for any
  requested Purchase or Cash Advance.” The card was not blocked during this time for fraud
  or any other reason.
  We reviewed the customer’s calls with our representatives and found that during one call the
  customer was provided with inaccurate information regarding the use of a PIN and that the
  annual fee could not be refunded. We apologize for any inconvenience this may have
  caused. On the following day, they were correctly advised that the card can be declined for a
  number of reasons and for security purposes.
  The account was closed as requested, and we waived the annual fee. A refund for the
  payment the customer submitted toward the fee will be issued as a check by mail. The
  account will be reported as closed at the customer’s request with a zero balance. Please
  note that the calculation of credit scores is proprietary to the consumer reporting agencies
  and we recommend that the customer contact them directly for any inquiries related to their
  credit score.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:05/18/2025

  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 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.

  

  Business Response

  Date: 05/28/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer's account was opened with an electronic application,
  used for purchases, and charged off for non-payment with an outstanding balance. The
  reporting of the account was previously verified in response to indirect disputes claiming
  identity theft and filed through the consumer reporting agencies. In the absence of additional
  facts, we will not change the reporting of the account.
  A letter with additional details was sent directly to ******** ******.

• Initial Complaint

  Date:05/18/2025

  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 submitted this complaint to CF pb also I have disputed this information with Experian and due to Identity Theft and Experian reinsert it this information to onto my credit file we are going to continue to dispute this inaccurate information I want to immediate attention to this information here that's on my credit file due to Identity Theft we are going to continue vigorously fighting this information until it's removed.

  

  Business Response

  Date: 05/28/2025

  BBB Complaint ID # BBB ********
  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.
  We recently received a complaint regarding this issue filed through the Federal Deposit
  Insurance Corporation. In response, we completed an additional identity theft investigation,
  which was 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.