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

• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

• 

  Merrick Bank Corporation

  PO Box 30537 Tampa, FL 33630

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:05/02/2025

  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 have an account with this bank. I ran into financial problems because of health. So I ask could I get a settlement offer, which they graciously approved. We set it up for 46.50 a month for I believe six months. My problem is that on the first month, they took a double payment of 46.50 which equal 93.00. This was not our agreement. This messed up my other bills

  

  Business Response

  Date: 05/15/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer authorized automatic recurring payments to facilitate
  an accepted settlement arrangement. During a subsequent call, our representative
  inaccurately scheduled a duplicate one-time payment for the customer's first payment due
  date, resulting in the withdrawal of a duplicate payment. The call has been escalated for
  coaching purposes. The customer subsequently unenrolled from recurring payments. Both
  payments were applied to the customer's settlement and the account was charged off per the
  customer's settlement terms.
  A letter with additional details was sent directly to ***** ******

  Customer Answer

  Date: 05/15/2025

  
  
  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:05/01/2025

  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.

  Re: Dispute of Account Number ********* – Fraudulent Activity
  
  Dear Sir/Madam,
  
  I am writing to dispute the account listed under the reference number above on my credit report. This account was opened without my authorization, and I have no recollection of applying for or agreeing to any terms with MERRICK. As a result, I believe it constitutes fraudulent activity.
  
  In accordance with 15 USC 1692g (Validation of Debts), I am requesting that you provide verification of this debt or a copy of the judgment within 30 days of this notice. To date, I have not received any signed documentation or contract that proves I consented to this account. Without a valid, signed agreement, there is no legal basis for this account to be associated with my name.
  
  Since I believe this account was fraudulently established, I request its immediate removal from my credit report and ask that all collection activities related to this account cease. If you are unable to provide the necessary documentation within the 30-day period, you are required by law to remove the account from my credit file and stop any further collection attempts.
  
  Please confirm receipt of this letter, and inform me of the next steps to resolve this issue.

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the account was opened with a mailed application and used for
  purchases. Due to non-payment, the account charged off with an outstanding balance.
  Upon receipt of the complaint, we completed an investigation regarding the customer’s claim
  of identity theft, which was 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 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.

• Initial Complaint

  Date:04/30/2025

  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: 05/05/2025

  BBB Complaint ID # ********
  According to our records, the customer’s account was opened with an electronic application.
  Due to non-payment, the account charged off with a balance and was reported as such to the
  consumer reporting agencies. Please note we have no record of prior correspondence
  requesting a copy of the application.
  We received the customer’s 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.
  Upon receipt of the customer’s complaint, we conducted an investigation regarding their
  claim of identity theft. The claim was denied based on the results of our investigation and the
  account information that links 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 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.
  A letter with additional details was sent directly to ****** *******, along with account
  validation documents.

• Initial Complaint

  Date:04/29/2025

  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 report a fraudulent account that has been opened in my name with Merrick Bank. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:
  
  Creditor Name: Merrick Bank
  Opened Date: 2/19/2023
  Account Number: ****************
  High Credit: $692.00
  
  I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
  
  Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 05/06/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the account was opened with an electronic application and used for
  purchases. As a result of payments that were not received by the due date and/or did not
  meet the minimum payment amount, the account was reported past due for multiple billing
  periods. The account was also closed due to non-payment.
  Upon receipt of the complaint, we completed an investigation regarding the customer’s claim
  of identity theft, which was 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 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:04/28/2025

  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.

  we closed on a house in February of 2025. Condition for closing was to pay off some debts. Merrick bank was one of the debts. We paid title and title wrote a check to Merrick. The check was sent February 5th, Merrick Bank cashed the check February 14th but they never applied it to my account. I started calling Merrick Bank in February about this matter. Finally after many many calls they closed my account April 10th for no reason and after stealing $630 dollars from me and applying 3 months of late payments.. This is out of hand

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that we received a mailed payment; however it did not include the full
  account number and/or the remittance slip and was therefore applied to the incorrect
  account.
  Following a call to our Customer Service Department, regarding non-receipt of the payment,
  a payment investigation was submitted. A letter was issued to the customer in response
  requesting that they please provide a copy of the front and back of the cashed check so that
  we could further investigate, and outbound calls were also attempted to request this
  documentation. As the check was not received within 30 days, the payment investigation was
  closed.
  Following this, we received a copy of the cashed check. The payment was located,
  transferred to the customer’s account, and backdated to the date of receipt. We also waived
  the associated interest charges.
  The customer’s four most recent electronic payments were all returned due to insufficient
  funds. As a result, fees were assessed, the account was reported as past due to the
  consumer reporting agencies and was closed due to the returned payments. Please note that
  the above referenced mailed payment would not have satisfied the balance in full at the time
  it was received. As such, the customer remained responsible for repayment. The late fees,
  credit reporting and closure are accurate and did not result from the mis-posted payment.
  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.

• Initial Complaint

  Date:04/28/2025

  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.

  I received a letter on March 27, 2025 from Transunion stating that I had been turned down for a card from Merrick Bank.
  
  Before this letter, I had never even heard of Merrick Bank! I had not applied for any cards from this unknown bank. I immediately called the number on the mail 800.204.5936 to inquire about this unsolicited card opening attempt. They apologized, said they would remove the inquiry from my credit, then hung up on me!
  
  I have reached out twice after and was bounced around, never getting a solution. I need to know if this is a widespread issue that needs further investigation.

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that an application was submitted in the customer's name, prompting an
  inquiry into their creditworthiness. The complainant declined to provide information to locate
  the application and disconnected their calls with our representatives. The application has
  been deemed fraudulent and the inquiry has been removed from reporting.
  A letter with additional details was sent directly to ***** ****.

  Customer Answer

  Date: 05/12/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the claims made in it are ubtrue. When I contacted Merrick Bank about this fraudulent applocation that I did not submit, I was given 
  
  tthe run around by more than one rep. Being told by one rep that they didnt see an application in my name. Told by another that they see the application but, it was denied so i "shouldnt worry about it". T

  They said they would remove the inquiry however, that only partially satisfied the situation because, if i didnt apply, who did? I asked them about investigating where the application camw from. I was told that wasnt possible and again, inquiry  removal should suffice. It does not.

  Are employees opening accounts in peoples names? If so, where are they getting the information? ( as i have never heard of merrick bank before this)

  Sincerely,

  
  ***** ****

• Initial Complaint

  Date:04/27/2025

  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.

  On 3/15/2025 I had lost my phone and wallet, someone went to an ATM and got a cash advance off of my card in the amount of $493.95.
  On 3/17/2025 Merrick bank gave me a provisional credit in the full amount. On 4/14/2025 the provisional credit was pulled back from my account after they completed their investigation.
  
  I have re disputed this charge numerous times since and they keep denying my claim as they say the phone number was verified with my phone at the time the ATM withdrawl was made. Well i explained to them that my phone did not have a lock on it yet as I had just got the phone earlier.

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # ********
  Our records indicate that the customer activated their card from the phone number on file. On
  the same day, the customer spoke to a representative to dispute a cash advance transaction,
  advising that they had lost their wallet and phone. In response, the representative
  deactivated their card, generated a new account number and opened a fraud claim. In
  addition, a provisional credit was provided for the disputed transaction while under
  investigation.
  The customer’s claim was denied as the card was activated from the phone number on file,
  and the cash advance was completed shortly after activation, which occurred within the
  customer’s address of record. As a result, the provisional credit was reversed.
  The customer then called back to reopen their claim, which was again denied based on the
  above results of the previous investigation and no new information was provided.
  On a subsequent call, the customer requested to again reopen the claim for reinvestigation,
  which was submitted. Please be advised that our investigation remains ongoing and can take
  up to two full billing periods, but not to exceed 90 days to complete. The customer will
  receive additional information via mail regarding the results of the investigation.
  A letter with additional details will be provided to Jared Linkus in response to their concurrent
  complaint through the Federal Deposit Insurance Corporation.

  Customer Answer

  Date: 05/12/2025

   

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

  Just because my card was activated and I called right in does not mean that I did it. I lost my phone I lost my wallet and my wallet had my PIN number in it for the Merrick Bank card.  The only reason that I knew anything was going on was because I can receive text notifications on my tablet and I received text notifications saying there was ATM withdrawals from my account. I immediately logged into Merrick Bank website and seeing the transactions I then reached directly out to Merrick Bank to report these fraudulent transactions. I never made any transactions on this account aside from paying the $72 annual fee. If I made these transactions I would gladly repay it but I'm not going to repay something that I did not do. Under the Fair credit billing act they protect the consumer and limits the consumers liability to $50 Max for fraudulent charges on an account. Merrick Bank also has that directly on their website zero liability for fraudulent charges but they do not want to honor that. Something is definitely amiss, as according to the business response in this complaint they said that the transactions from the ATM was made in my town however on two separate occasions including May 9th 2025 an agent on the phone told me that the transactions actually took place at an ATM in DC. I informed her that I have not been outside of Pennsylvania since 2019 as I have no vehicle. She proceeded to tell me along with two agents prior is that all looks well and the claims do look valid and they do look to be fraudulent charges on my account so I should have no problem getting my refund. 

  Merrick was supposed to issue me a new card which they did not do they just turned around and closed down my account. I will not be repaying something back that I did not do I have also filed a formal complaint on the identity theft website. 

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

• Initial Complaint

  Date:04/25/2025

  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 report a fraudulent account that has been opened in my name. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:
  
  Creditor Name: MERRICK BANK CORP
  Opened Date: 9/1/2022
  Account Number: ****************
  High Credit: $259.00
  
  I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
  
  Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 05/06/2025

  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. The reporting of the account was
  previously verified in response to an indirect dispute claiming identity theft submitted through
  the credit bureaus. The customer's repeat 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:04/24/2025

  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.

  3/7/2025 I made a purchase with my card to access corrections for $27.95 and I was charged a $10 cash advance fee and then on the 4/18/2025 I charged $47.95 and also got a $10 cash fee where it never stated that I should be charged a cash fee. I tried working with Merrick Bank but they are not very easy to get along with
  Access corrections is the same type of company as IC solutions and they never charged me a cash advance for IC solutions but they did for this access corrections. I'm just looking to get my $20 cash advance fee. I was charged refunded. I spoke with a customer service representative first and then spoke with the supervisor whose name was *****. I realized that this might look like a peer-to-peer transaction, however, I actually made a purchase and I was never made aware that this was going to be a cash advance. For instance, when you go to an ATM or you use PayPal or venmo, it would say it's a cash advance and you're paying a cash advance fee. But since I made a purchase with my credit card I feel I should receive a credit.

  

  Business Response

  Date: 05/07/2025

  BBB Complaint ID # BBB ********
  Our records indicate that cash advance transaction fees were accurately assessed to the
  account for recent transactions that were determined to be cash advances by the associated
  merchant. The customer was accurately advised by our representatives that the fees were
  accurate and would not be waived. As a courtesy, we have waived the most recently
  assessed cash advance transaction fee.
  A letter with additional details was sent directly to ********* ** ********.

• Initial Complaint

  Date:04/24/2025

  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.

  Merrick Bank charged me a cancelled payment fee. They blamed my bank for returning the payment based on insufficient funds. My bank says that no charge for payment was ever even attempted. The account had sufficient funds to cover the payment. They refuse to wave the fee. Instead I’m being charged for a fee that they are blaming on my bank and I when there was never a reason to charge me the fee.

  

  Business Response

  Date: 05/05/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer’s two most recent payments were returned due to
  insufficient funds, resulting in returned payment fees.
  The customer spoke with a representative to request a waiver of one of the returned payment
  fees as they advised that their bank had no record of the payment being attempted. The
  customer was correctly advised that returned payments fees are not waived as a courtesy.
  However, the representative should have also submitted a request to investigate the claim
  regarding the payment not being attempted. We apologize for the inconvenience this may
  have caused.
  We have waived one of the above referenced returned payment fees. If the customer
  believes that the payments were returned in error, we request that they please provide
  documentation from their financial institution, and we will be happy to investigate.
  A letter was sent to the customer with further information.