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 1442 Draper, UT 84020-1442

  
• 

  Merrick Bank

  PO Box 9201 Old Bethpage, NY 11804

• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

• 

  Merrick Bank

  Dallas, TX 75266

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  I ve taken out a card with Merrick Bank and carried a rather high balance. I 've that when take an interest payment on their side. It is not recorded, as to where you can visibly see it. We have too many credit card company's that are predatory and keep horrible transactional books. I want and need this company to repay all the past poor miscalculated late fees and overcharged extras they have been duping me for.

  

  Business Response

  Date: 05/07/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer recently accrued a late fee as a payment was not
  received by their due date. Interest charges are also assessed when the balance is not paid
  in full by the due date. The customer’s most recent statement included interest charges as
  their account carried a balance that had not been paid in full. Following the generation of
  their statement, we received a payment which satisfied the balance. The payment was
  accurately posted as of the date of receipt, and no refund is owed to the customer.
  We confirmed that the Annual Percentage Rate (APR) was correctly established in
  accordance with the terms and conditions of the account. The initial APR for purchases and
  cash advances were fully disclosed in our initial offer of credit and again when the credit card
  was received. Additionally, the interest rate is variable and will adjust accordingly with
  fluctuations in the Prime Rate.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So the thing about Merrick Bank is that they are a scam.They use promises about doubling your line of credit after a certain point. The thing is that they will move the goalposts constantly. It'll be 6 payments, then 7, then 8, then 9, then 10. They will never actually double your credit line.This is nothing more than a scam company that is mining data which they sell on the dark web. The second I applied to this card, the number of scam calls I got went up at least ten fold.Then to add insult to injury, they will hang up on you the second they get called out on the lies. Especially the second you tell them that you have proof of the former offer, and that I recorded "******" the agent who lied and then hung up.I'd say bank with ANYONE on Earth before Merrick. You're better off going to a mafia payday lender.

  

  Business Response

  Date: 04/30/2025

  BBB Complaint ID # *****************************
  Our records indicate that the account was opened with our Double Your Line (***) offer. As
  per the cardholder agreement, When you opened the Account, if you accepted an offer to
  increase your credit line, you acknowledge that the increase is contingent on your making at
  least your Minimum Payment on time each month for the first seven months your account is
  open and agree that if you fail to do so, we may not increase your credit line. As such, the
  account is due to be reviewed for the *** in May 2025. If the account meets the above
  terms, the credit limit will be doubled at that time.
  The customer recently contacted us regarding the ***. While they were accurately advised
  of the terms of the ***, we found that the level of service that they received was not typical,
  and we apologize for the inconvenience that this caused.
  Please be assured that Merrick Bank does not share personal information with third parties
  for marketing purposes, as per our privacy policy.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:04/21/2025

  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 received a mail offer for merrick bank credit and It was mailed . I decided not to activate the card and didn't enroll in the card holder center and didn't set up a account. Reasons I didn't was because of the 75 dollar fee. Haven't thought anymore about it until I was trying to pay off my debts to raise my credit score and paid off the credit cards I did get the past couple years.witch 2 of them was in collections and i new i had those debts.n Then after paying them off then I started ro receive phone calls from ****** Smith field. I called merrick and tried to find out any information and asked to be provided transaction history said they dont have them was sold to ****** ********** does. ****** said it's not sold merrick owns it we just work with them. Wanted me pay money and if want records of transaction I have to mail a p o box number requesting that information that they don't just give that out. They don't give that out to the person they say the debt belongs to and the person that they are asking 2 pay them money. Merrick just transfer you to ******s and nether cant tell u anything besides they want u to pay money. Won't let me report the card with their fraud department. The only thing they said is that no payments have been made on car since it was opened. Idk if they activated the card and charged the activation fee and interest on that to the card or what but I didn't activate or use the card. They can give me any information besides asking for money. 877 dollars. Credit karma says it was opened June 2023 says payments was current till August. And closed dec 2023. Looking at emails I have 3 . 1 says card on its way then then 2 on 8/23/2023 and 8/28/2023 both saying your 86 dollar payment is past due and found them in spam folder.

  

  Business Response

  Date: 04/29/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application, not via mail,
  and per the terms of the account the annual fee was assessed. The card was activated from
  the phone number on file, which matches the phone number in the complaint. Subsequently,
  the account was used for purchases. Due to non-payment, the account charged off with an
  outstanding balance. Please note that prior to charge-off, statements, letters and email
  messages were sent advising of the account status and we have no record of returned mail
  from the postal service.
  We reviewed recent calls regarding the account. Our review of the customers’ concerns
  found that some of our representatives failed to assist the customer with their transaction
  history request. We apologize for any inconvenience that this may have caused the
  customer. Please be advised that the details of these calls were forwarded to the appropriate
  level of management to provide coaching so that the representatives can better handle calls
  of this nature in the future.
  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 including statements. Should the customer wish to dispute transactions, they may
  submit a detailed list, and we will be happy to investigate.

• Initial Complaint

  Date:04/19/2025

  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.

  ***Comolaint 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 its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.

  

  Business Response

  Date: 04/24/2025

  BBB Complaint ID # ********
  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.
  Upon receipt of the customers complaint, an investigation was conducted regarding their
  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 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.
  While we report accurate information, the way in which this information is displayed is at the
  discretion of each consumer reporting agency. We recommend that the customer contact
  them directly for further information regarding the way this account appears on their credit
  report.
  A letter with additional details was sent directly to ******* ****, along with account
  validation documents.

• Initial Complaint

  Date:04/17/2025

  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 set up a credit card account with ********************** and had a poor experience with my first payment. I was told there were benefits (credit limit adjustments) to having regularly scheduled on time payments which I had set up properly on their mobile app. I set up a bank account payment because there's an additional fee to make a debit card payment (immediate approval of payment), I must've input an incorrect number causing the bank account payment to fail and losing the on time payment benefit. There was no notification to me that there were any issues till after the payment failed and it was too late to resolve. I reached out to customer service and they said there was nothing they could do to reinstate the on time status even though I was able to make the payment the entire time. I immediately closed the account due to just poor customer service and was told that payments would continue to be due monthly and interest would still accrue until the balance was paid in full but the account had been closed. I signed in to make my payment this month (1 year later) and noticed that my monthly payment had gone up by $4, I looked through the transactions and found an annual fee (split into a monthly amount $48/ year) had been charged. The account has been closed for about a year at this point. I called customer service again to inquire why I was being charged an annual fee on a closed account. There is no available credit and should be no further charges to the account (other than interest on the balance due). I requested this fee be waived and was given a song and dance about how it couldn't be waived due to terms of service, I requested a supervisor who gave me the same response. Every interaction I've had with customer service has been poor and this company wants to nickel and dime it's customers everywhere they can. Transaction fees to make payments to your account, annual fees on closed accounts. This is why I'm filling a complaint with the BBB.

  

  Business Response

  Date: 05/01/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with our Double-Your-Line
  (DYL) offer and an annual fee. The customer's first payment was returned following the
  receipt of a notification from their financial institution after their payment due date. During the
  customer's subsequent call, our representative advised that the late payment may affect the
  customer's *** eligibility, closed the account at the customer's request, and accurately
  advised that the customer remains responsible for payments and fees.
  After the first year the account was open, the customer's annual fee was assessed as 12
  monthly fees per their cardholder agreement, as accurately advised by our representatives
  during their recent call. These fees are assessed as long as the account is open or maintains
  an outstanding balance. As the customer agreed to these terms upon using the card, the
  fees will not be waived as requested and additional monthly fees will assess until the balance
  is paid in full.
  A letter with additional details was sent directly to ******* *****.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23218328
  
  I am rejecting this response because:

  This company made no effort to try to resolve this and create a happy customer. Instead they opted to hide behind legal written terms of service that are deep in the fine print. Again very poor customer service for a small account of less than $500. I'm glad I don't have a larger account with them. I highly recommend nobody use this company.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/15/2025

  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.

  I am not liable for this debt with merrick bank. I do not have a contract with the collection agency. They did not provide me with the original account requested.

  

  Business Response

  Date: 04/28/2025

  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.
  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 debt validation request. In response to the
  complaint, a letter was sent to the customer with further information and validation
  documents.

• Initial Complaint

  Date:04/14/2025

  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 had a balance transfer payment sent to Merrick Bank on 2/28/25, I have proof that they received my payment, deposited my payment because the check cleared and I have a copy of the check showing Merrick Bank deposited my payment but did not credit my account for the payment. I have now been charged 2 months of interest fees and cannot get any help from customer service. I have reached out to customer service 5 separate times and they keep telling me that they never received the payment, I ask if I can send them proof and they just keep repeating that they didn't receive my payment. This is ridiculous I have my bank opening an investigation to hopefully get this resolved since no one at Merrick bank has been helpful. As soon as it is resolved I am closing my account with Merrick bank immediately. Horrible customer service.

  

  Business Response

  Date: 04/29/2025

  BBB Complaint ID # ********
  Our records indicate that a payment received from the customer was applied to an unrelated
  account in error. Upon review of the customer's subsequent calls, we determined that
  our representatives did not properly escalate the customer's concerns to open an
  investigation. Please be advised that the details of these calls were forwarded to the
  appropriate level of management to provide coaching so that the representatives can better
  handle calls of this nature in the future.
  Following the receipt of the customer's payment documentation, their payment was correctly
  applied to the account and associated finance charges were waived. The account has been
  closed as requested and a credit balance refund check will be issued to the address on file
  under separate cover.
  A letter with additional details was sent directly to ***** ** ****** ******

• Initial Complaint

  Date:04/14/2025

  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 BANK CORP ACCOUNT no.: ************ DATE OPEN: 11/01/2022 BALANCE: $1,649.00

  

  Business Response

  Date: 04/23/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with an electronic application
  and used for purchases. Due to non-payment, their account charged off with an outstanding
  balance.
  Upon receipt of the customers 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 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. 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 with additional details was sent directly to ***** **********, along with account
  documents.

• Initial Complaint

  Date:04/13/2025

  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 account associated with account number ******************** BK - ****************, which currently appears on my credit report. This account was opened without my knowledge or consent and appears to be the result of identity theft or fraudulent activity. I have no record of initiating any relationship or agreement with ************************* accordance with the Fair Debt Collection Practices Act (15 U.S.C. 1692g), I am requesting full validation of this alleged debt. To date, I have not received any documentationsuch as a signed agreement or contractthat proves I authorized or am legally responsible for this account. In the absence of such evidence, there is no legitimate reason for this account to be associated with my identity.Given the fraudulent nature of this account, I am requesting its immediate removal from my credit report and a halt to all collection activity. If you cannot provide proper validation within 30 days of receiving this notice, you are legally required to remove the account from my credit file and discontinue any further collection efforts.Please confirm receipt of this letter in writing and advise me of the next steps you will take to address and resolve this matter.

  

  Business Response

  Date: 04/25/2025

  BBB Complaint ID # ********
  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.
  Upon receipt of the customers complaint, we conducted an investigation regarding their
  claim of identity theft, which was denied based on the results of our investigation, 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 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 ***** ******, along with account validation
  documents.

• Initial Complaint

  Date:04/12/2025

  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 corp .i do not have a contract with Merrick bank corp .They have not provided me with the original contract that I requested .

  

  Business Response

  Date: 04/16/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with an electronic application.
  Subsequently, the account was used for purchases. Due to non-payment, the account
  charged off with an outstanding balance. Please note that we have no record of prior
  correspondence requesting a copy of the application.
  Upon receipt of the customers 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 matches 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 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 Raekwon *****, along with account
  documents.