Business Profile

Credit Cards and Plans

Merrick Bank

Complaints

This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,772 total complaints in the last 3 years.
578 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/17/2025
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 am writing to formally dispute a collection account reported by Merrick Bank. I am not liable for this debt, as I have no contractual agreement with Merrick Bank or any agent acting on their behalf. Additionally, I have previously requested the original contract, which has not been provided to me.
Business Response
Date: 05/22/2025
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 submitted
through credit bureaus. We have no record of a prior direct dispute. The customer's claim of
identity theft has been denied. 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 ****** ********.
Initial Complaint
Date:05/16/2025
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.
4 weeks ago I checked my credit score and found that in the last 2 months it had dropped down 12 points; 6 points each month. I contacted "True Credit Pros" and they told me that Merrick bank was responsible for my credit failing. I told them I have no accounts with them. I called Merrick bank up and spoke to a rep and he said 1. I had no accounts with them for the last 3 years. 2. I owed them No money. 3. They denied lowering my credit by way of reporting.
I need this resolved and my credit returned to its original score and any additional points I may have acquired
Business Response
Date: 05/28/2025
BBB Complaint ID # BBB ********
Our records indicate that the customer’s account was reported as past due to the credit
bureaus on three occasions as a result of non-payment. The account was later closed per
the customer’s request and paid in full.
Due to the status of the account, our representatives have limited access to past account
information. The customer recently spoke with our representative who advised them of the
available account history and provided our correspondence address so that the customer
could submit documentation to dispute the reporting of the account in writing, as per our
process for credit disputes.
Upon review, we determined that the above referenced delinquencies all resulted from the
monthly portion of the annual fee. As the balance at that time was due to fees only, we
submitted an Automated Universal Data form (“AUD”) to request that the consumer reporting
agencies remove these delinquencies. Please note the calculation of credit scores is
proprietary to the credit bureaus, and we recommend that the customer contact them directly
for inquiries regarding their credit score.
We also received a complaint regarding this issue filed through the Federal Deposit
Insurance Corporation (FDIC). A written response will be provided to the customer at the
resolution of the FDIC case.
Customer Answer
Date: 06/01/2025
There is a serious problem with the proposal, IE, This does not address the fact that 3 1/2 years ago Merrick bank giggled my credit because I did not renew my credit card at the tune of $100 per year. I did not renew and thought the matter was closed However, Merrick bank took it upon themselves to renew the card o there own and un known to me until my credit score started to fall. I resolved this issue with Merrick, they waived the $100 fee and any further attachments but did not fix my credit score. This time I neither had a active account with Merrick but I owed them no money which was confirmed by Merrick when I spoke to them. The problem here is they DID lower my credit score when they had no right to by way of reporting me to the credit bureau. They reported an incident which happened 3 1/2 years ago AND was resolved. Now they have destroyed 3 1/2 years of hard work rebuilding my credit. I DEMAND they contact the credit bureau, explain to them that it is Merrick Bank who made this error and RESTORE my good credit. I should not have to pay for 1 mistake a second time.

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ********
Business Response
Date: 06/09/2025
BBB Complaint ID # BBB ********
At the inception of the customer’s account, the annual fee was assessed in a lump sum. As
per the terms of the account, after the first year, the annual fee is split up and billed in 12
monthly installments as long as the account remains open and/or carries a balance. We have
no record of waiving or assessing a fee in the amount referenced in the complaint.
Additionally, an account remains open until it is closed either by the customer or the bank.
The card does not require yearly renewal. This account was closed per the customer’s
request, and the balance is zero.
On three occasions, this account was reported past due as a result of non-payment. As
noted in our prior response, because these delinquencies were only caused by fees, we
submitted an Automated Universal Data form (“AUD”), to request that the consumer reporting
agencies remove the delinquencies. Please note that the calculation of credit scores is
proprietary to the credit bureaus, and we recommend that the customer contact them directly
for questions regarding their credit score.
A letter was sent to the customer with further information.
Initial Complaint
Date:05/15/2025
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.
03/13/2025 I received a letter from Merrick Bank for the 2nd time that they are taking the merchant's side of a dispute I filed. Merrick Bank does not describe the reson for not siding with me but taking the merchants side and not fully refunding me. The merchant sent me the wrong merchandise not a single item I ordered! I tried working with the merchant who refused to help in any way so I filed a dispute. Now Merrick has not helped me in any way to resolve this dispute properly. The merchant sent me items I did not order! I sent Merrick Bank pictures of what I ordered and what was recceived instead and the emails between me and the merchant and yet that isn't good enough. From what I understand too the dispute wasn't even filed properly on Merrick Banks side. I will also be bringing this issue up with my Attorney General. I will not pay any of the siputed amount as it is not my responsibility since I did not receive what I ordered in the 1st place! Horrible customer service! I demand this charge of $1,929.70 be refunded back to my account immediatly!
Business Response
Date: 05/29/2025
BBB # ********
Our records indicate that the customer's dispute of a recent transaction for incorrect
merchandise was denied due to a lack of information supporting a difference between the
merchandise ordered and received. While we subsequently received supporting
documentation from the customer, it was not sufficient to prove what merchandise was
physically received. As such, the claim remains denied.
A letter with additional details was sent directly to ***** ** *******
Customer Answer
Date: 05/30/2025

Complaint: ********

I am rejecting this response because: I never received any letter and I specifically never received any response asking for any other evidence. Merrick Bank hasn't helped in the slightest with this issue! I specifically sent evidence of what was received compared to that was supposed to be received. I can send more evidence as well as this outrageous and my purchasing bank should have my back and help me through this! Instead they've just decided not to help in the least. Merrick Bank apparently does not care about their customers at all.

Sincerely,

***** ******
Business Response
Date: 06/03/2025
BBB Complaint ID # ********

The Bank previously addressed the customer’s concerns. Please see the original response below:

“Our records indicate that the customer's dispute of a recent transaction for incorrect merchandise was denied due to a lack of information supporting a difference between the merchandise ordered and received. While we subsequently received supporting documentation from the customer, it was not sufficient to prove what merchandise was physically received. As such, the claim remains denied.

A letter with additional details was sent directly to ***** ** *******” Please allow sufficient time to receive.

While we regret the customer’s 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.

Customer Answer
Date: 06/03/2025

Complaint: ********

I am rejecting this response because: the claim can be reopened by the bank, additional information could be requested from me. Merrick Bank has made absolutely no effort on rectifying this situation at all! I'll be moving this complaint to the attorney General next and disputing this amount with the credit bureaus. I can not believe how unwilling Merrick Bank is to help at all! I will no longer be a customer of there's as a result of this as well.

Sincerely,

***** ******
Business Response
Date: 06/05/2025
BBB Complaint ID # ********

As previously advised, the Bank has addressed the customer’s concerns. Please
see the original response below:

“Our records indicate that the customer's
dispute of a recent transaction for incorrect merchandise was denied due to a lack of information supporting a difference
between the merchandise ordered and received. While we subsequently received supporting documentation from the customer, it was not sufficient to prove what
merchandise was physically received. As such, the claim remains denied.

A letter with additional details was sent
directly to ***** ** *******” Please allow sufficient time to receive.

While we regret the customer’s 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.
Customer Answer
Date: 06/06/2025

Complaint: ********

I am rejecting this response because: the dispute needs to be reopened! Merrick Bank did not do their due diligence on their part ans never requested any other information from me. I'm happy to send more information and pictures in to resolve this matter properly but Merrick Bank is refusing to hekp their customer of over 6 years and never had an issue before! This is absolutely outrageous! Where is the customer service?! Why won't the bank call me to resolve this? They just send generic copy/paste responses and just want it to go away. I will be filing a complaint with my state AG and a complaint with the credit bureaus.

Sincerely,

***** ******
Initial Complaint
Date:05/14/2025
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.
Company is refusing to send back my security deposit that allegedly was sent on 4/8/2025. I spoke with the company on 4/11/25 they told me they mailed it and to wait 30 days. I called back on 5/1/25 they continue to say keep waiting. Called back on 5/14/25 was told it was mailed on 5/1/25 by one person then a supervisor said it was mailed on 4/11/25 and to again keep waiting
Business Response
Date: 05/22/2025
BBB Complaint ID # BBB ********
Our records indicate that the account was closed at the customer's request and their security
deposit refund was issued to their address on file. Subsequently, the address on file was
updated from the customer's online profile. During the customer's subsequent calls, a
representative inaccurately advised the issuance date of the deposit. The details of this call
were forwarded to the appropriate level of management to provide coaching. Our other
representatives provided accurate information regarding the issuance and delivery timeframe
of the check. Following our investigation into the customer's concerns, the refund check was
stopped and reissued to the customer's updated address on file.
A letter with additional details was sent directly to ******* *****.
Initial Complaint
Date:05/10/2025
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. Merrick back agreed on a settlement via payment plan, they did not honor it. I want them to honor the settlement agreement and to delete the negative item off my credit report.
Business Response
Date: 05/21/2025
BBB Complaint ID # BBB ********
Our records indicate that the account was opened with an electronic application and used for
purchases. The customer accepted an agreement to settle the balance in three payments.
The first payment was received, and the account charged off per the settlement terms.
However, the additional two payments were not received. As such, the settlement was
broken, and the balance remains outstanding.
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.
Initial Complaint
Date:05/09/2025
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.
MERRICK
ACCOUNT no.: ************
DATE OPEN: 12/01/2021
BALANCE: $2,677.00
Business Response
Date: 05/22/2025
BBB Complaint ID # ********
Our records indicate that the customer's account was opened with an electronic application
and used for purchases. Subsequently, the account charged off due to non-payment with an
outstanding balance. We updated the account to reflect the customer's request for no further
communication.
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 identity
theft claims were denied based on the results of our investigation and the account
information that matches the customer’s personal details.
We previously received notice indicating that the customer is deceased. In order for us to
ensure our records are updated accurately, we recommend that they contact the Social
Security Administration (SSA) so that this information may be corrected.
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 validation
documents.
Initial Complaint
Date:05/08/2025
Type:Order 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: 05/20/2025
BBB Complaint ID # ********
Our records indicate that we previously responded to the customers concerns and provided
documentation, which included the application. As advised, 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.
We received the customers Automated Consumer Dispute Verification (ACDVs) forms filed
through the consumer reporting agencies 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 the
customer's personal details. As such, responses were provided directly to the agencies
confirming that the account is reporting accurately.
Upon receipt of the customers complaint, we conducted an additional investigation regarding
their claim of identity theft. We sent a letter to the customer's address on file advising that
their claim was again 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 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 with additional details was sent directly to Toure *. ******, along with account
documents.
Initial Complaint
Date:05/08/2025
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 writing to formally dispute the presence of an account listed under my name and credit report, which I have reason to believe is fraudulent. The account in question is a Merrick Bank account that I did not open. My personal information was compromised, and my email was hacked prior to my discovering this account.
On February 27, 2025, I received an email from Merrick Bank offering several payment plan options regarding this account. One of these plans stated that late fees would be waived if a certain payment was made. Acting in good faith and with the intent to minimize any further damage to my credit while I worked to resolve the fraud, I made the payment.
However, I later discovered that this account had already been closed on February 24, 2025—three days before the payment plan offer was sent to me. Sending an offer to keep the account open or in good standing after it had already been closed constitutes a misleading and deceptive practice. I believe this action was done in bad faith, and it misled me into making a payment under false pretenses.
Given the circumstances—including the fact that the account was fraudulent and the misleading offer was made post-closure—I am requesting that this account be fully removed from my credit report and all associated records.
Please confirm receipt of this dispute and provide a written response within the legally required timeframe. If necessary, I am prepared to escalate this issue to the Consumer Financial Protection Bureau (CFPB) or other regulatory bodies.
Thank you for your attention to this urgent matter.
Business Response
Date: 05/21/2025
BBB Complaint ID # ********
Our records indicate that the account was opened with an electronic application and used for
purchases. As a result of payments which were not received, did not meet the minimum
payment and/or were returned unpaid, the account became past due and was reported as
such to the consumer reporting agencies. The account was also closed due to the past due
status.
Subsequently, the customer accepted our Fee Waiver Program (FWP) on our website. This
program is an offer to assist customers with bringing the account current by waiving a
specific amount of late fees in exchange for a payment. Please be advised that this program
is available on both open and closed accounts. While completing the FWP will bring the
account current, it will not reopen a previously closed account. Upon receipt of the
customer’s FWP payment, the late fees were waived, bringing the account current.
We conducted an investigation regarding the customer’s claim of identity theft. Based on the
results of our investigation, the customer’s claim was denied as the account information
matches the customer’s 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 was sent to the customer with further information.
Customer Answer
Date: 05/21/2025

Complaint: ********

I am rejecting this response because:

As I stated before, I never opened this account. This account was opened fraudulently under my name. My data (including my email) was compromised. Once I regained access to my email, I saw the offer for the payment program. I wanted to take some of the burden off of my credit as I worked to get everything corrected so I opted into the program. The one that I selected specifically mentioned that the late fee would be waived and the account would remain open. I made the payment under the impression that the account would remain open only to find out that it was closed prior to the offer even being sent to me. This is illegal for Merrick Bank to do because that is considered detrimental reliance.

I’m sure you have the terms on file and can verify that part of the terms specifically stated that choosing that option would leave the account open and returned to good standing.

Sincerely,

***** *******
Initial Complaint
Date:05/04/2025
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.
*Complaint Statement*

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 it's immediately removal. If the furnisher cannot provide proper validation. It must be Deleted per Federal Law.
Business Response
Date: 05/07/2025
BBB Complaint ID # BBB ********
Our records indicate that the customer's account was opened with an electronic application,
used for purchases, and charged off with an outstanding balance for non-payment. 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 ******** ** **********
Customer Answer
Date: 05/09/2025

Complaint: ********

I am rejecting this response because: I want this deleted off of my account.

Sincerely,

******** *********
Initial Complaint
Date:05/02/2025
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: 05/12/2025
BBB Complaint ID # ********
Our records indicate that the account was opened with an electronic application, used for
purchases, and charged off due to non-payment.
Upon receipt of the customer’s complaint, we conducted an investigation regarding their
claim of identity theft. The claim was denied as the account information matches their
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.
Please note that we have no record of a prior request for validation. In response to the
complaint, a letter was sent to the customer with further information and validation
documents.

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Merrick Bank is BBB Accredited.