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BBB Accredited Business since

Merrick Bank Corporation

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Phone: (801) 545-6600 View Additional Phone Numbers 10705 S Jordan Gtwy Ste 200, South Jordan, UT 84095 View Additional Email Addresses http://www.merrickbank.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Merrick Bank Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Merrick Bank Corporation include:

  • 259 complaint(s) filed against business

Factors that raised the rating for Merrick Bank Corporation include:

  • Length of time business has been operating
  • Response to 259 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

259 complaints closed with BBB in last 3 years | 114 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 159
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 85
Total Closed Complaints 259

Additional Complaint Information

Previously Merrick Bank Corporation had a number of complaints that were not closed within the BBB timeframe and are listed in this BBB Business Review as delayed resolution. The company has now agreed to the BBB Accreditation Standards which includes addressing marketplace disputes quickly, professionally, and in good faith.

Customer Reviews Summary Read customer reviews

15 Customer Reviews on Merrick Bank Corporation
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 15

Additional Information

BBB file opened: July 15, 1998 Business started: 08/23/1996 Business started locally: 08/23/1996 Business incorporated 08/23/1996 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

FDIC
25 Ecker Pl # 2300, San Francisco CA 94105
www.fdic.gov
Phone Number: (877) 275-3342

Type of Entity

Corporation

Business Management
Ms. Monique Foust, Paralegal/Business Contact Mr. Brian W. Jones, SVP, Corporate Secretary, General Counsel Mr. Richard P. Lake, President/CEO Board Member Mr. Robert A. Perro, Chairman of the Board Mr. Steven Scullion, SVP and Chief Credit Officer Mr. David Young, SVP and CFO
Contact Information
Principal: Ms. Monique Foust, Paralegal/Business Contact
Business Category

Credit Cards & Plans Consumer Finance & Loan Companies Banks

Additional Information

While Merrick Bank's corporate office is located in Utah, Merrick Bank's parent, CardWorks L.P., and affiliate, Cardholder Management Services, LLC (CMS) are both based in New York. Consumers may want to contact the BBB of New York City for a current report on Cardholder Management Services, LLC. The BBB can be reached at: 1-212-533-6200 or www.newyork.bbb.org.

If a consumer receives a credit card that they believe they did not authorize, Merrick Bank will cancel the card, and credit the account for any bank fees only if the card has not been used.

Products & Services

This company offers Merrick Bank issues a variety of credit cards, several tailored for consumers that have poor or no credit history. Consumers may receive a Merrick Bank credit card based on a variety of marketing efforts. One method involves a credit card sent to consumers after a voice approval is obtained by a telephone solicitor. Consumers may also receive a credit card issued by Merrick Bank because they have applied for a major credit card from another financial institution, and failed to qualify for that card. Applications for these credit cards do contain a clause allowing Merrick Bank to issue a credit card if the consumer does not qualify for the original card.


Customer Review Rating plus BBB Rating Summary

Merrick Bank Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 10705 S Jordan Gtwy Ste 200

    South Jordan, UT 84095 (800) 253-2322 (801) 545-6600

  • PO Box 1442

    Draper, UT 84020

  • PO Box 1500

    Draper, UT 84020

  • PO Box 27076

    Salt Lake City, UT 84127

  • PO Box 5000

    Draper, UT 84020

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 23356

    Pittsburgh, PA 15222

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 43297

    Jacksonville, FL 32203

  • THIS LOCATION IS NOT BBB ACCREDITED

    5770 Roosevelt Blvd Ste 410

    Clearwater, FL 33760

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 17327

    Clearwater, FL 33762

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 30537

    Tampa, FL 33630

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/6/2016 Billing/Collection Issues
2/6/2016 Billing/Collection Issues
2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Merrick Bank in 12/2015 regarding charge errors from Facebook (about $15). I was told a Fraud investigation would be started and to destroy my card. I did this and a new card was issued. The customer svc rep seemed to be familiar with the type of fraud that was being used on my card. That said, paid $570.00 (to close the balance minus the amount in dispute, which I was told would be taken care of). On Jan 23 2016 I received a letter from Merrick Bank that they need additional info on the dispute; they had been trying to contact me and I needed to contact them within 7 days. OK - I planned on doing this, however, I received no phone calls or emails over the last month. Today, Jan 24 2016 I tried to purchase a phone for my daughter and it was denied. I contacted customer svc and was told the balance of $15 was past due - the same balance that was in dispute. I was never told I had to pay this (I had just paid $570). The Jan 23 letter doesnt reference anything being past due; The customer services was not helpful and I had them close the account. I believe these practices are deceptive in a manner to add late fees to an account

Desired Settlement: All I have is the Jan 23 letter to contact them by phone. If they need something in writing for their continued investigation (for $15), they need to send it to me. Secondary, I am not paying late fees on something I was initially told not to pay in the first place AND on an amount that was opened for the fraud investigation

Business Response: Mr. ********* informed the Bank of the fraud on the account on December 30, 2015.   An affidavit of fraud was sent to him on January 2, 2016.  Merrick has not received the affidavit back.  However on January 24, 2016 the full amount of the fraud was removed from the accunt and the interest and/or fees that was charged on that amount has been waived.  No negative reporting has occurred on the account.  Mr. ********* should receive a statement showing these adjustments to the account.

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i applied for a secured credit card with a deposit of 200 dollars the app was denied but i have not been refunded my 200 dollars the terms and agreements said 4to 6 weeks it has been over two months i have been told two times the check has been mailed it has not this is fraud

Desired Settlement: pay me my money plus 1500 for breaking the terms and agreements

Business Response:

A review of Mr. ******’s issue was made.  Mr. ****** applied for a secured card account with Merrick on August 8, 2015.  The application was declined and the refund of his security deposit was sent to the address on the application on November 25, 2015. A copy of that letter and check are attached.  The check is still outstanding and has not been cashed. Merrick has placed a stop payment on that check and has reissued another check. This will be mailed to Mr. ****** on Thursday, January 28 to the address on the application.  If he does not receive the new refund by February 5, 2016 he can call us at ###-###-#### discuss this further.

1/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 6th 2016 I submitted an online payment for $1,575.29. I utilized the Merrick Bank website one time payment feature. I entered my new checking account information and submitted the payment. The following week I noticed the payment had not posted in my account. I called my bank and asked if any payments were pending and they advised they did not. They advised me to call Merrick Bank. I called Merrick Bank and the customer service rep said that the payment posted and there was no payment due. I advised that I was concerned there was an issue with my payment. She advised no issues and that sometimes it takes time for it to post. That week I check my account and see the payment did not actually post so I immediately reissued payment. The time frame from the initial error and the correction was 7 days. I have since received notice from Merrick Bank that due to higher risk my account has been closed. I have called in to customer service and they advised me that they can only help me with active accounts.

Desired Settlement: I would like my account to be reopened and if any negative comments were reported on my credit I would like them retracted. Thank you.

Business Response:

Mr. ****** opened an account with Merrick in February 2014 and has used the account for the purchase of goods and service.  On January 7, 2016 Mr. ****** made a payment in the amount of $1,575.29.  This payment was retuned by Mr. ******’s bank.  It is Merrick’s policy to close accounts that have high dollar returned payments. This is to prevent risk to the Bank.

The return code on the rejection for the return is R02 which means account closed. This was the code placed on the return by his bank, Wells Fargo Bank NA.  Mr. ****** replaced that payment on January 13, 2016 with another $1,575.29 payment.

Upon receipt of this complaint I asked the Credit department to review the account performance and re-instate the account if possible. Based upon the past history of the account, the Credit department re-stated the account today.    Mr. ****** can use the same card that he has in his possession.

1/26/2016 Problems with Product/Service
1/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Paid Merrick Bank 447.00 3/14. They have not updated my account with Experian, Equifax, or Transunion since 3/20/14. They are reporting account as charge off? It was paid as agreed upon between myself and merrick bank. Once I paid they were going to remove from my credit report. This did not happen and they are reporting as a charge off. They report something different to each credit agency. Whatver they feel like reporting at the moment.

Desired Settlement: The account should be updated and removed from my credit report as promised. It was never a charge off.

Business Response:

Mr. ****** opened an account from Merrick in May 2013.  He used the account for the purchase of goods and services.  The account became delinquent and subsequently was charged-off in February 2014.  Mr. ****** agreed to pay $****** on the account balance of $******.  Merrick received and posted that to the account in March, 2014.  The account status was updated to settled for less than the full balance was a charge off.  This is the reporting on the account today. Merrick does not accept payment for credit bureau deletions.

The history of the account is maintained by the credit reporting agencies.  Good credit information can remain on a file indefinitely; derogatory information can remain on a file for 7-11 years. 

Merrick is required under the Fair Credit Reporting Act (“FCRA”) to accurately report the status of accounts it reports to the credit bureaus.  The various status’ reported on Mr. ******’s account were and are accurate for that given point in time and Merrick will not remove or alter that information.  To do so would be a violation of FCRA and Bank policy.   I have enclosed a copy of what is being reported to all three bureaus for Mr. ******’s information.

1/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I fell behind in my payments and Merrick offered me a payment arrangement contract to catch up and when I agreed they stated once the payments was current they would remove all late payments and reflect current status. The previous complaints is still reflecting late and this is affecting my ability to get a mortgage. They did not honor their agreement

Desired Settlement: I would like all late payments to be removed from all 3 credit bureaus as they promised and as I did all the payments and is currently current.

Business Response:

Ms. ******* began making payments under the program in April 2015, at the beginning of the program the account was being reported as past due for the months of January, February and March 2015.  This was the correct reporting status of the account.

Once Ms. ******* made 3 payments under the fixed payment program the account was eligible to be “re-aged”.   After the account was “re-aged” the credit reporting for the account began reporting as current.  The account has reported as current since that time.  The various statuses of the account are correct for that period of time. The letter sent to Ms. ******* indicates that once the account is re-aged it will be considered current. That does not mean the past history of the account will be removed.  That history portion of the account will remain as it was for that given time.

Merrick is required to report the accurate status of the accounts it reports to the credit reporting agencies as required by the Fair Credit Reporting Act.  Ms. ******* account is being reported correctly as explained above.   I have enclosed copies of the statements reviewed and a copy of the letter explaining the fixed payment program.

1/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Please don't apply for this credit card. The company will close your account without notification and continue to charge you a later fee. I was a victim, the company never sent any documentation. I was making regular payment every two weeks. I have not been able to use this card in (2) years. The credit limit was only $550.00. Please this credit card is fake. I had disability insurance on this credit card which was terminated by the company without the proper notice. This disability insurance would have covered by ongoing cancer treatment if I could make the monthly payment. The company report the late to the Credit Bureau which has damage my credit score.

Desired Settlement: I don't wan this credit card but I want my credit score adjusted. Remove the late payment. I will paid this card off in full.

Business Response:

A review of Ms. ***** account was conducted.  Ms. ***** opened an account with Merrick in December 2013.  The account was closed in November 2014.  Ms. ***** used the account for the purchase of goods and services.  Over the history of the account Ms. ***** has had a number of months were no payments received or payments were made past the due date. Both of these caused late fees to be assessed to the account.

Ms. ***** balance was $****** at the end of 2014 and as of the last statement the balance was$******.  Ms. ***** has been reducing the balance of the account and it will continue to go down as she makes payments.  It will be reduced more quickly if she pays on time and pays more than the minimum payment due each month.

If Ms. ***** had a disability claim that she wished to make she could have done so until March and  the 3rd party who provided the product would still honor those claims.  I did not see any indication in the account that she had signed up for any product through Merrick.

Merrick has correctly reported the account to the credit reporting agencies and will not change or modify that reporting. To do so would be a violation of the FCRA and Bank policy

Merrick’s cardholder agreement, Section 13, states that “the account can be revoked, suspended or cancelled at any time with or without reason”.

I have attached copies of statements reviewed for this respond for Ms. *****’ information.

1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank is making threatening and harassing phone calls to my home including obscene arguing and yelling at me wanting money in a sick and rapacious manner over a fraud balance of $520.00 where someone/a business committed theft in hundreds of dollars of unauthorized credit card charges and theft of $100.00 unreturned security deposit from July 1, 2015 (account ending ****). Also, Merrick Bank is fraudulently adding illegal charges and late fees of $38 per month maliciously compounding and insulting the trauma of my victim credit card theft. This credit card account was closed September 2015 because of theft and fraud. Merrick Bank has been e-mailing, calling and mailing billing statements with their added charges and fees wanting "me" to pay the credit card theft and fraud someone else committed! Despite a Federal Trade Commission complaint #********, a Federal CFPB complaint, two Police Reports #************ & ************ (Minneapolis, MN), Id/Theft Affidavit and complaint to Minnesota State Attorney General, Merrick Bank in its misconduct has refused to acknowledge these affidavits and continues to maliciously report this fraud account to Experian, Equifax and Transunion agencies. These 3 credit reporting agencies are all in receipt of my Police Reports and Theft Affidavit and have "removed and blocked" Merrick Bank from its reports. Copies were also mailed to Merrick Bank October 2015. Per outcome of Minnesota State Attorney General theft culprit **** is returning money to this Merrick Bank credit card account but the security or chargeback department of Merrick Bank (New York) is maliciously "refusing" to accept payment and refusing to contact **** for payment. Instead Merrick Bank continues to harass me and I want it stopped!

Desired Settlement: If Merrick Bank continues its wrongdoing of refusing to accept payment from **** (phone ###-###-####) thats their fault. Merrick bank in its wrongdoing is to cease and desist in Illegal bank fees and charges to this account including illegal reporting to the credit agencies. Merrick Bank is to stop sending me monthly billing statements and Merrick Bank is to stop calling my home or I will sue Merrick Bank in US District Court. If Merrick Bank continues to ignore my Fraud Affidavit (because I'm not paying someone's theft) they may notify the Minneapolis, MN Police (forgery and fraud unit) at *** ***** *** ******* ************ ** ***** phone: ###-###-#### and refer to the listed police report complaint numbers.

Business Response:

A review of Mr. ********’s account was conducted.  Mr. ******** opened the account in February 2013 and has used the account for the purchase of goods and services.  In August, 2015 Mr. ******** informed Merrick of the fraud on his account.  An investigation into the fraud was conducted.  The merchant who was the subject of the alleged fraud was **** Car Rental.  Mr. ******** explained to Merrick when the claim was opened that he had rented a car from ****, had returned it in a hurry and did not have a receipt showing that the car was returned.  **** billed his Merrick account for additional time until they recovered the car and considered it returned.  Mr. ******** could not supply any documentation to support that the card was returned on the date he claimed.  Instead Mr. ******** filed a police report claiming identity theft against ****.

**** agreed to issue a courtesy credit in the amount of $40.88 but Mr. ******** was not satisfied with that result.  The credit from **** was never received for Mr. ********’s account so Merrick issued a charge back for that amount for the reason of “credit not processed.”  The credit became final in September. 

It is unclear where Mr. ********’s claim of a fraud balance or $520.00 results from.  He has never made such a claim to Merrick. Therefore we are unable to address that issue.

I reviewed the 4 calls recorded on Mr. ********’s account.  None of the calls were harassing or argumentative.  All of the calls were a result from Mr. ******** calling Merrick regarding his dispute with ****.  All of the representatives attempted to explain that there was nothing else Merrick could to regarding this particular claim.  Mr. ******** was not happy with that result.  Mr. ******** claimed during the calls that the statements sent on the account, which are required by regulation were harassment as well as email notifications for his account where also harassment according to him.

Mr. ******** has not made any payments on the account since July 2015.  The last payment received was July 15, 2015.  Merrick has not refused payment on the account. 

Mr. ******** has used the account and the credit associated with it.  He is obligated to pay the account balance that he legally owes.  Merrick has followed the card brand rules and Bank policy in processing Mr. ********’s fraud claim. His only recourse now lies with **** if he still believes they owe him a credit on the account.  Merrick has exhausted its ability to help further with this issue.

Consumer Response:  Merrick Bank's response is a lie.  Merrick Bank was notified via Postal Service about the fraudulent overcharges from **** and they received a copy of my Theft Affidavit, FTC Complaint and Police Report. This was mailed to Monique F**** Paralegal at Merrick Bank Corporation in Utah and faxed to customer service (New York). Merrick Bank chooses to omit these complaints as they are not compliant with Lawful and Federal Banking Regulations concerning credit card theft. They have maliciously been uncooperative in the legal law that as a consumer I am not responsible for fraudulent charges of over $500 including Merrick Bank's insulting and greedy fees on this theft account. My $550 (limit) secured credit card account was closed and Merrick Bank retained my $550.00 security deposit September 2015.  Merrick Bank is fooling themselves if they think they will ever received a penny from me concerning their abusive illegal banking practices.  And Merrick Bank is further dishonest my last payment was not July 2015 it was December 2015 (see exhibit mailed to BBB).  Merrick Bank omitted their incoming calls to my home from its nasty customer service center that I copied for the Police, Merrick Bank's claim of non-threats and harassment against me is a "likely" response due to the fact that I have legal recourse in a Court of Law.  The Minnesota State Attorney General "NOT Merrick Bank"  contacted **** pertaining to a return of some of my money stolen from me $40.88 (see exhibit mailed to BBB) letter dated October 20, 2015 and letter dated November 3, 2015 from Minnesota Attorney General.  From July to December 2015 and to date in January 2016 Merrick Bank have maliciously refused to credit / chargeback any money relating to this matter. **** was never authorized to make fraudulent charges to my credit card.  Merrick Bank and its illegal $590.00 theft account it wants me to pay was given over to the Minneapolis, MN Police Department in that I'm not responsible to pay.  I further state that I do not accept the response from Merrick Bank.
Complaint: ********

I am rejecting this response because:

Sincerely,

*** ********

Business Response:

I apologize, Mr. ******** is correct his last payment in the amount of $39.00 was received and posted to his account on December 13, 2015.  Mr. ********'s account is still open, but it is blocked because of the issues regarding the **** matter and the fact that he has not been making the full minimum payment due on the account.  The security deposit on the account will be used to off set the account if there is still a balance owing at the time the account is closed.  This is part of the agreement between Mr. ******** and Merrick and is disclosed in the cardholder agreement at section 16 of that agreement.  Merrick is fully compliant with all of the laws and regulations that govern its activities and has followed all of those that are applicable to Mr. ********'s issue. 

Consumer Response:  This account was closed per my request last September 2015 because of forced fraudulent theft charges over my credit limit of $550 that Merrick Bank should have rejected. My account is NOT open it's closed! In their ongoing greed Merrick Bank is lying I have no contractual agreement with them. I want nothing further to do with Merrick Bank. My Theft Affidavit ,Police Report and Federal Trade Commission Complaint was accepted to TransUnion, Equifax and Experian whom complied with Federal Law concerning Id Theft and "removed and/or blocked" Merrick Bank and its fraud charges of $590 from its reports. I have confirmation by letters from them. I am not financially responsible nor will I ever pay this fraud. Merrick Bank has a serious problem with Federal Compliance of this law as I have explained with Minnesota State Attorney General's Office of Consumer Protection and my local Police Department. I'm directed to follow-up with complaint to Consumer Financial Protection Bureau and The US Justice Department against Merrick Bank, law suit is pending for 2016. I abhor Merrick Bank particularly its seven (7) month retaliation of non-cooperation because of my complaints filed. I would like the BBB of Utah to instruct Merrick Bank never to bother and harass me again!

Complaint: ********

I am rejecting this response because:

Sincerely,

*** ********

Business Response: Merrick has no further response to Mr. ********'s issue. I will close the account today and the deposit will be used to off set the balance owed.

Consumer Response:  Merrick Bank is engaged in Fraud. This account was already closed mutually by myself and Merrick Bank September 2015 with Paralegal Monique F**** at ###-###-####. Merrick Bank already collected my $550 secured savings account by October 2015 and adjusted my account and SENT ME CONFIRMATION. Whomever from Merrick Bank that's responding to these BBB correspondences is Mentally Ill and Lying. Their is nothing for this person to do on my account because it was already closed last year! Merrick Bank is trying to Fraudulently obligate myself for their greedy illegitimate purposes, they just won't let people go who doesn't want to be bothered with them! I don't appreciate this dumb-minded nonsense from Merrick Bank. Please don't respond again!
Complaint: ********

I am rejecting this response because:

Sincerely,

*** ********

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Called your automatic phone system to make a payment would not work for me kept telling me i pressed the wwrong key when i didnt press any key i talked to three customer service representatives and they all told me there system was working basically calling me liar and not willing to work with me to make my payment they kept saying i would have to pay a 15 dollar fee. Why should i have to pay a fee when there phone system for making a payment wasnt working. Any othere company would have waived this fee but i had to go through three customer service agents giving me high blood pressure not doing anything to fix the problem

Desired Settlement: I want a customer service agent to take my payment information without there 15 dollar fee

Business Response:

Ms. ******* indicated in the complaint that she was told there would be a $15 fee to make a payment to her Merrick account using a live representative. This fee was disclosed to her in the cardholder agreement and on a phone call on January 5, 2016 when she called and asked about the fee to make a payment.  I reviewed the 3 calls from that day.  The representative explained she could make a payment via the VRU for free and he transferred her to that process.  Ms. ******* called back and spoke to a customer service supervisor that same day and told him she believed the VRU was not working properly.  He attempted to explain that it was up and working properly.  Ms. ******* indicated that she believed there was a problem because the system was telling her she had pressed a wrong key.  The supervisor told her that the system indicated she had input the wrong routing number but that the VRU was working properly and she could again try to make the payment for free through that system.  Ms. ******* vigorously requested to speak to a manager and told the supervisor that she would not pay the fee that a manager would waive it for her.  The supervisor transferred Ms. ******* to a manager who again explained that the VRU was functioning correctly and if she used a live representative to make a payment a fee of $15 would be charged.  At that point Ms. *******’s discussion devolved and the manager disconnected the call.

It is Merrick’s policy to charge this fee and it is fully disclosed to the account holders when the open the account and again when the want to use a representative to make a payment.  The fee is normally not waived unless the VRU system is down or if they have access to the cardholder website and that method is down they the fee will normally be waived in those instances.  Ms. ******* did not make a payment on January 5 nor has she made a payment after that date.  If Ms. ******* wished to sign up for the cardholder website that is another way to make payments for free on her account.

Consumer Response:
Complaint: ********

I am rejecting this response because: when a customer is trying to pay there bill and when the customer service agent tells you there is nothing wrong with there phone sytem and does not offer any resolution that is a company that should not be running. Why when i called 3am in the morning the phone system worked and yes i did pay my bill and i will be closing my account worse company ever and they must train there agents to be ruid and not helpful. There is no reason for me to go online if the phone system was working properly. 

Sincerely,

***** *******

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called the customer service line after receiving a email that I was late on a payment. I have never been late because there is an incentive with this particular card I want to receive. (Also I am never late) I was transferred to collections where I spoke to a lady that became very condisending, rude and unprofessional. I asked to speak to a supervisor and was told none was available and she would transfer me to their voice mail and I said I don't want yo go to a voice mail and I could wait. The representative told me "I can't be waiting on her line" I said wanted to speak to the supervisor and not a voice mail, sh said OK and placed me on hold then dropped me in the supervisors voicemail. It has been over and hour and I still have not heard from a supervisor which is why I don't leave voice mails. I will be closing my account in January and never using there services ever again, I will also complete as many negative reviews about my treatment as possible. I will also write the company about the service.

Desired Settlement: I would like the late payment expunged of my record in the Merrick system. This employee did a terrible job and made a simple call the worse experience ever.

Business Response:

A review of Ms. ***** account was conducted.  The account was opened in June 2015 and has been used for the purchase of goods and services.  The payments for the account have been made on time with the exception of the December 2015 payment. The payment due on the 18th of December was not received until the 29th of December.  If Ms. ***** contends that she made a payment for December prior to the one received and posted to the account on the 29th she can send Merrick a copy of the cashed payment or proof of that payment from her bank.  Merrick will investigate the payment posting and correct any mis-posting that may have occurred.  Please have her send proof of payment to our fax number at ###-###-####.  I have attached copies of statements for the account for her review.

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Every single solitary month there is trouble logging on to Merrick Bank Credit Card payment center. Not just this month but last month and the month before that and every single months for 10 months straight. If you are foolish enough to try to make a payment on the date due you will run into trouble and have to call back the next day and thus they collect $35 from , who knows, millions of people? The operator tonight was reading off a manual and not very well at that. She told me to clear my cookies and she would walk me through the procedure well when we got to the page where it said at the top Do Not allow any cookies and at the bottom it said allow all cookies and she said over and over, just move the bar to the top OR the bottom. I finally convinced her , not my job is it, that moving the bar to the top or bottom have very very different effects. I requested a call back from someone who knew what they were doing after nearly an hour of this type of inept nonsense. She told me they have no way of calling back. We also went through her giving me temp. password and That did not work either. I told her I had a right to access my financial information and I demand access to it. She told me she would file a complaint and someone would call me back. This is the same woman who just told me they have no way of calling back. I believe there is a scam going on here. Creating a situation where customers can't access their account I am sure is illegal and after it happening for more than 10 months in a row, there is a pattern here.

Desired Settlement: I wand punitive damages for my time and aggravation over the last 10 months in the amount of $2,768.21 and I demand access to my account at will.

Business Response:

A review of Mr. *******’s account was made.  According to the log from the cardholder website Mr. ******* did not have any issues logging in and making a payment from the account for the past 8 months that we reviewed.  The pass word for the account was reset with the help of a representative on January 5, but he did not log in on that date. According to the history his last log in was on December 22.

No fees have been assessed to Mr. *******’s account the only late fee assessed was waived in October and the last two payments made by phone had the phone fee associated with those payments waived.  There have been no other late fees assessed to the account in the last 8 months.  With the exception of 6 hours on December 4, 2015 the website has been up and available for general access and use.

The cardholder website is provided subject to the terms of use document which set forth the availability of the web site and the use of it subject to that document.  A copy of the liability portion of the document is attached for Mr. *******’s review.

Merrick declines to pay any damages to Mr. *******.  If he continues to have issues with the website he can request information about his account via another method.

Consumer Response:
Complaint: ********

I am rejecting this response because:

Merrick took the same inefficient sloppy attitude to my complaint as the reps who answer the phone namely that if they bothered they would have seen that the password was changed by the rep to W12% and it did not work. What could be more useless than a rep who can't even give a password that works. I most definitely would welcome another way to access the site as it is my firm belief after logging into literally hundreds of sites that Merrick has intentionally made the site difficult in order to collect extra late fees when customers can't log in.  Not being paid to get online help is fine but not being paid to have a rep who has so little training that they can't even find a solution so simple as logging into the site their work for and this is just not acceptable.

Sincerely,

****** *******

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a 'pre-approved' credit card offer via the mail. I haven't had credit in years since it was ruined by an on-line scam around 2006 so I thought I'd see if I'd actually get the card as it would be nice to have for an emergency, such as a car repair or vet bill. A card was sent to me along with the information that it would cost $75 to 'activate' it, that I'd be charged a monthly rate for the card (I believe it was $7.00) and that my percentage rate was 28.45%. All this for a credit limit of $500.00. I decided the terms were not worth it, therefore I never signed or activated the card. I received a statement in the mail for a 'New Balance' of $123.00! This was due to an 'account set up fee' of $75.00 which I did not activate, and an annual charge from the time period of 10/2015 to 9/2016. They posted these fees to my card and are now trying to get me to pay. I'm sure the next statement (again, not activated) will have the surcharge of %28.45 added onto the amount of $123.00 that they are now claiming I owe them. I was curious and when I did some research on-line I saw there were various and numerous reports of how this is a scam that others have unwittingly bit into.

Desired Settlement: I am requesting that this account be null and void of my ownership and any charges or credit reporting and the account # that they associated to said account be removed from any records that associate me with it: **** **** **** ****.

Business Response:

Ms. ****** was sent a solicitation via regular US mail for an account in October 2015 which was a “firm offer of credit.”  The offer included a disclosure regarding the amount of credit being offered and the fees that would be charged on the account.  The solicitation disclosed that there would be a $75.00 set up fee and an annual fee of $48. 

Ms. ****** responded to the offer by returning the Acceptance Certificate.  Merrick received the Acceptance Certificate and opened the account on October 15, 2015.  At the time she received the card a pricing appendix was also sent outlining the fees and costs associated with the account.   The card carrier sent with the plastic had a disclosure that indicated how to opt out of the fees associated with the account.

I have requested that the account be closed and the fees waived. Any credit reporting that may have occurred will also be deleted.

I have enclosed an example of a card carrier with the additional disclosure about the fees and how to reject them, a copy of the Acceptance Certificate submitted by Ms. ****** for the account.

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid my credit card bill on 11/5/2015 in the amount of $49.00. I spoke with a customer service rep that day also to have her waive my late fee of $38.00 which under my agreement I was eligible to receive. I did receive the late fee waived however on my new statement for December bill Merrick bank has added the late fee again. Any time I speak with a rep over the phone with Merrick bank they are either unprofessional or give the wrong info. I spoke to a supervisor on 12/7/2015 to correct the issue and she said she was going to listen to the call from 11/5 and would call me back that day and I still have not heard from that supervisor.

Desired Settlement: I want the late fee that was added on 11/23 to be removed

Business Response:

A review of Mr. ****** account was made.  In October he was late making the payment that was due on the 23rd of October that payment was not received until November 5, 2015.    This resulted in a late fee being assessed to the account.  Mr. ****** called and spoke to two different representatives of Merrick bank regarding the late payment.  Mr. ****** requested that the late fee be waived and the first representative waived the fee.  However, the payment made was not the full minimum payment due and because of this another late fee was assessed to the account in December.  Mr. ****** will need to make the full minimum payment due each month to avoid additional late fees from being assessed to the account.  It is Merrick’s policy to waive one late fee in a year.  Mr. ****** account will not be eligible for any additional late fee waivers for 1 year from November.  I have enclosed statements for his review.

Consumer Response:
Complaint: ********

I am rejecting this response because:


The payment I made of $49.00 I made over the phone with a rep on 11/5 WAS the minimum due and was $10.00 OVER THE MINIMUM DUE. My minimum due at that time was $39.00. That is what the supervisor told me she was going to review on 12/7 was the call on 11/5 when the rep told me over the phone before I made $49.00 payment that was more than minimum and late fee would be waived. Why is there no comment made about why that supervisor said on 12/7 and never called me back? I have had issues with this company before with policies like this and they can never get it right or explain how they are charging me again for another late fee and the response is unacceptable as I made the minimum payment due because the late fee was waived and I did not need to make a $88 payment and that is what rep told me on 11/5. Their phone reps who take payments are giving out the wrong info over the phone THEN charging me again later on statement then saying oh no your payment was not the minimum. Okay why was the late fee waived on 11/5 if the minimum payment had not been made??  

Sincerely,

**** ******

Business Response: The payment was late, not received until 11-7-15 when it was due on 10-23-15, that is why there was a late fee, the fee was waived as a courtesy and not because of the payment being made.  There was no payment received for the November payment as of the December statement cycle,  that is why there was a late fee on the December statement.  The statements show the facts of this matter and should be reviewed by Mr. ******

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank owes me $127.41 from a credit issued to me by Macy's department store. I requested my credit card account be closed and this amount sent to me several months ago. Each time I call their customer service I am told I need to wait another 30 days event though I owe them nothing and this amount appears as a credit on my credit card statement.

Desired Settlement: I WANT MY MONEY SENT TO ME NOW!!

Business Response: Ms. ********** contacted Merrick in November 2015 regarding a disputed charge with Macys. The dispute was honored but the Merchant, Macys has the ability to re-present the charge if they disagree with the charge back submitted by Merrick.  This was explained to Ms. ********** in November and again on December 8th when she contacted Merrick.  Macys had until the 10th to dispute the charge back and that when that date came her credit balance would be refunded to her.  I requested that the refund be expedited and sent over night courier to her today.  Attached is a copy of the check that was sent to her which she should receive tomorrow via express courier. 

12/17/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service | Complaint Details Unavailable
12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank has claimed I presented a NSF payment on Sept 18th when I did not. Their payment system does not accommodate the amount of digits in my account number for ACH payments (which is not outlined on their system) payment was then reversed and not ever presented to my bank. I contacted them right away and replaced the payment using my debit card (on the same account) and paid a fee to do so and they waived the NSF fee (which was great). Today I contact them to find out why my account did not receive it's automatic credit limit increase and they advised it's because of this NSF situation. They also advised that I did not make an on time payment with my first payment to them which again is not the case as I used a cash payment option that is listed on their website which was payed prior to the due date but they do not advise customers it can take days for a cash payment to post because it's actually a third party vendor (again not noted on their website). I spoke with a manager and he advised me that this would not have any bearing on my automatic credit increase. They have advised me to have my bank send a personalized letter to them in reference to this NSF payment issue and it's not something they can do as my statement clearly shows no NSF items were ever presented on my account.

Desired Settlement: I want my automatic credit increase as I in good faith have paid on time with Merrick Bank and through no fault of mine payments were not processed in a timely or correct manner.

Business Response:

A review of Mr. *******’s account was conducted.  Mr. ******* opened an account with Merrick in March of 2015.  He has used the account for the purchase of goods and services. The account has a double your line offer that will take effect after the account has been opened for 7 months and all of the monthly payments have been made on or before the due date. 

The payment from September 18, 2015 for the amount of $35.00 was returned unpaid.   The return code on the rejection for the return is R01 which means insufficient funds. This was the code placed on the return by his bank, UMB NA.

The first payment made was also late, but if that had been the only payment issue Mr. ******* may still have been eligible for the credit line increase.  The notice for the cash payments does indicate that a third party will take payments on accounts for Merrick.  A copy of that information as shown on the website is attached. 

Mr. ******* needs to speak to the ACH department at his bank this is the area that can explain to him what occurred on their end with the returned payment from September 2015.  Unfortunately Merrick will not be able to give Mr. *******’s account the credit line increase.  However, his account will still be reviewed in the future for credit line increases and if eligible the account will receive those increases.

Consumer Response:
Complaint: ********

I am rejecting this response because:


After a lengthy conversation with Merrick Bank THEY indicated to me that there was a processing issue on their part. 
No transaction from them ever hit my bank account and I have faxed over paperwork verifying this.
I have NEVER bounced a check and this is very frustrating that they are accusing me of doing so.
Furthermore, if in fact what they are saying is true then why did they reverse the NSF fee?
Last time I checked you don't reverse fees for legitimate issues. I request that whomever is in charge at Merrick Bank
look at the fax I sent of my ENTIRE transaction history on the account that was used for payment 
that CLERLY shows no transactions from them on the date indicated and certainly no returned items.


Sincerely,

****** *******

Business Response: Merrick has no further response to this issue.  If he can provide a statement from his bank stating that we received the funds he sent we can investigate further. 

Consumer Response:
Complaint: ********

I am rejecting this response because:

I can't provide a letter indicating what they want because THEIR system did not process payment correctly due to the amount of numbers in my account! I've sent them bank statements clearly showing the payment NEVER HIT my account. I have replaced the payment with a debit card on the same account and paid additionally to do so! This company is a fraud and the way they treat customers is awful.
Sincerely,

****** *******

12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to resolve my account with this company for several months. I have sent several letters and they are all ignored. Early in the process of my payments getting behind, they sent me an email offering to help me out. I was to pay $50 per month to start, and continue $50 per month to pay off account. I paid the first $50 payment. When I went back to make the next monthly payment, they removed the agreement and demanded I pay full balance, no options. They did not contact me about any of this. Next, they completely locked me out of the website so I could no longer pay anything at all. They have reported the credit to the reporting agencies, but failed to mention they lied to me, and made it impossible to pay.

Desired Settlement: I would prefer this account be completely deleted from my credit report. I have offered settlements but receive no response. I cannot work with a company that doesn't respond to me. They are unwilling to work things out, so they have no right to post my credit report, in direct violation of 15 USC 1692 of the Fair Debt Collection Practices Act and Ind. Code 24-4.5 -5-107. Violations of both Federal and Indiana State law.

Business Response:

A review of Mr. ******’s account was conducted.  Mr. ****** opened an account with Merrick in January 2014 and used the account for the purchase of goods and services.  The account was charged off for non-payment in June 2015.  In that same month a settlement offer was sent to Mr. ****** but there were no payments received on that settlement offer.

If Mr. ****** made a payment in the amount as he indicated in his complaint, he will need to provide a copy of the check or money order or show proof that the payment was withdrawn from his account by Merrick.  If he has such proof he can fax that to us at ###-###-#### and we will investigate where that payment was applied.

The credit reporting made on the account is correct and accurate according to the account history.  Merrick is required to accurately report on the accounts it reports to the reporting agencies.

If Mr. ****** is interested in a payment plan or other settlement offer he can contact the collection agency who currently has the account and is collecting for Merrick.  Or he can call us at ###-###-####.

Consumer Response:
Complaint: ********

I am rejecting this response because:
I paid directly on the Merrick website, so there is no check or money order. Merrick has records of payments. I am trying to deal with Merrick, the business in which I had an account with. I do not deal with unknown third parties. There are too many scammers out there to deal with unknown entities.  Merrick offered a deal, and I made the first payment to that deal. This payment was made directly on their website, and they know that. There are no checks or money orders to show, they know that as well. They also know they made an arrangement then closed my online payment access making it impossible to pay them. They did not follow terms of their own deal, and are in violation of several federal and state laws in their practices. I ma trying to give them the opportunity to settle this rationally before advancing to the next step in resolution. They are still refusing to settle this matter, as seen in their response. 


Sincerely,

****** ******

Business Response: As stated.  there is no payment after charge off so Mr. ****** will need to submit proof of that payment.  I have provided the Merrick fax number for that proof.

12/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a Merrick secured credit card on 10.12.2015. On 10.13.2015 I sent via Citibank Bill pay the $500 deposit and the draft was negotiated by Merrick Bank on 10.20.2015. It is now December 1, 2015 and I have not received my card. I called Merrick Bank the week of November 16th to inquire about the card and I was told that I should wait until December 1st to see if it "shows up". This process is taking upwards of two months to complete and nowhere within any of their literature or disclosures does it state that you will need to give them money and not be able to access it for over 60 days. I believe they are in violation of UDAAP. The expectations set by them regarding time to process are totally misleading and deceptive. This card was to be used for travel and I purposely applied at the time I did so that I could use this for my Thanksgiving travels. Merrick Bank did not hold up their end of the deal and I feel as though this should not be tolerated.

Desired Settlement: I believe that they should pay to have my card overnight-ed to my residence. I have waited far too long and they should eat they cost of expedited shipping.

Business Response:

Ms. ****** opened an account with Merrick in October 1. 2015 and the card associated with the account was sent to her on November 1, 2015, .  On November 20, 2015 Ms. ****** contacted Merrick by phone inquiring about when she should receive the card.  The notes on the account do not indicate that she requested that a new card be sent to her.  There is also no indication that Merrick received any returned mail. 

Upon receipt of this complaint I requested that a new card be sent to Ms. ****** at no charge.  The card was sent to her application address which is the same address as on the complaint.  She will receive it tomorrow via express courier.

If Ms. ****** does not receive the card tomorrow she can contact us at ###-###-#### and find out why it was not delivered.

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 10-19-15, a fraudulent charge of $34.99 was was made to my credit card account. I immediately reported it and the company cancelled my account and issued me a new card with new account number. As of the date of this complaint, I still have not received a refund for the fraudulent charge, and Merrick Bank continues to apply interest to my account that includes the fraudulent $34.99. The company wants me to pay upwards of $12 to have a notarized statement sent to the bank. What is the point of paying $12 for a $34.99 refund??? This company is supposed to help safeguard its customers from fraudulent transactions. They have already verified my identity and statement over the phone, as well as a signed statement sent in the mail on 11-26-15. That is more than enough proof, and I demand a refund of the $34.99 plus any interest accrued immediately.

Desired Settlement: Refund the $34.99 plus any interest you have charged against that fraudulent transaction.

Business Response:

A review of Mr. ******* account was conducted.  Mr. ******* opened the account in November 2010 and has used the account for the purchase of goods and services.  On November 21, 2015 Mr. ******* informed Merrick of the fraud on his account.  An affidavit of fraud was sent to the address of record on November 30, 2015.  Merrick received the executed affidavit back via fax on December 2, 2015.  Merrick has issues a temporary credit to the account in the amount of $34.99, and an investigation into the fraud claim has begun.  Once the investigation is completed Mr. ******* will be informed of the results and if the claim is accepted the credit will become permanent. An adjustment to any finance charges will be made at that time.

If he has questions or needs additional information he can contact the Fraud department at ###-###-#### for help with this issue.

Consumer Response:
Complaint: ********

I am rejecting this response because:
There is still a hold on my NEW account number.  Also, all reverse charges should be permanent along with the interest charges from the fraudulent transaction.  I have never had such a difficult experience with a credit card company before.

Sincerely,

***** *******

Business Response: I do not show a hold on the new account number.  if Mr. ******* is experiencing some kind of difficulty he can contact us at ###-###-#### and a representative can help him.  The process of investigating a potential fraud claim is required under the Visa and MasterCard rules and the policy of the Bank.  Normally the process only takes a few days. Mr. ******* will be notified as soon as possible.

Consumer Response:
Complaint: ********

I am rejecting this response because:


The investigation is not complete, I have not been refunded any interest charges that may have accrued on the fraudulent purchase, and I have had terrible customer service.

Sincerely,

***** *******

12/10/2015 Billing/Collection Issues | Complaint Details Unavailable
12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have spoken with several customer service reps and they have charged me a fee of 38/month for 6 months in late fees. i spoke to a rep paid my account up to date ad now they have only refunded one. i want the extraneous fees refunded.

Desired Settlement: i want a credit of the late fees e

Business Response:

Mr. ******** opened an account with Merrick in December 2014.  The account information sent to him included a disclosure regarding the amount of credit being offered and the fees that would be charged on the account. 

Mr. ******** has used the account and the associated credit for the purchase of goods and services.   At the time he received the card a pricing appendix was also sent to him outlining the fees and costs associated with the account.  

Mr. ******** made late payments or sent payments for less than the minimum payment due on several occasions since May 2015.  This is the reason why the account incurred late fees.

Merrick fully complied with the requirement regarding the disclosure of the fees and costs of the account.  It is Merrick’s policy to waive one late fee in a 12 month period as a courtesy.  Mr. ******** received that fee waiver in October.  Merrick will not waive any additional fees assessed to Mr. ********’s account. 

I have enclosed copies of statements for the account and a copy of the pricing appendix that was sent to Mr. ******** when the account was opened.   

12/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: (By the way, your BBB website is malfunctioning and will allow the full zip codes to be typed but then refuses to process unless the last 4 digits are removed.)Merrick Bank deliberately attempted to solicit an elderly person who had been declared mentally incapacitated by a court of law. The State of Texas allows for stiff punishment for both of these offenses.Additionally, my father, whom Merrick Bank targeted for this scam on elderly, has been dead for some time.The only public documents in which my father's name is associated with my address, which is where Merrick Bank sent the solicitations, are those associated with him being declared mentally incapacitated years ago, and subsequent guardian and death documents. Therefore, this solicitation, which included a pre-approved Visa credit card with line of credit, was deliberately sent to an elderly (age 87 if he were alive) and mentally-incapacitated person

Desired Settlement: Merrick Bank is required by law not to solicit elderly and mentally-incapacitated individuals who live in Texas. Compliance with the law is requested.It is pointless to solicit dead people. Stop it.

Business Response: Merrick Bank does not intentionally solicit the elderly or the incapacitated.  When Merrick sends out a pre-screened offer it only has limited credit bureau information.  Merrick does do a removal of anyone whose information has a deceased notation  associated with it.  There would have been no way for Merrick to know about any other status of the person being sent the solicitation.  Merrick is prohibited by ECOA from discriminating on a prohibited bases such as age, income or any of the other prohibited bases under ECOA.  Ms. ******** did not provide the name of her father therefore I am unable to ensure that his name is added to our do not solicit listing.   If she provides that I can ensure Merrick does not send any further offers in his name.

12/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had applied for a Merrick card via online after receiving a "pre-approval notice" in the mail. I was not accepted immediately and had never received any more information pertaining to the card that I had applied to. When I checked my credit report today (11/22/16) I found that there was a open account with Merrick with the amount of $194. I contacted the company, notified them I had never received the card or any account information. When I ask why it said I owed $194 I was told that there was a $75 activation fee and $48 annual fee, the remainder was late fees that the account had accrued from June 2015- November 2015 with out my notice. When I applied for the account I was aware that the activation fee and annual fee were apart of the card so I have no problem paying for that. The CRS I spoke with told me that they would drop the "late fees" if I could get my account up to date today. When I told her I would not be able to pay the lump sum today she hung up on me.

Desired Settlement: I would like to have a cordial conversation with someone with the company to have the the issue resolved either by dropping the late fees and allowing me to make payments on the card (not paying the lump sum) or canceling the card and all fees that accrued during this experience.

Business Response:

Ms. ******* was sent a solicitation via regular US mail for an account in July 2015 which was a “firm offer of credit.”  The offer included a disclosure regarding the amount of credit being offered and the fees that would be charged on the account.  The solicitation disclosed that there would be a $75.00 set up fee and an annual fee of $48. 

Ms. ******* responded to the offer by returning the Acceptance Certificate.  Merrick received the Acceptance Certificate and opened the account.    The card carrier contained a notice that Ms. ******* could reject the fees by not using the account and notifying Merrick of that rejection.   

The CARD Act allows for fees including setup fees that do not exceed 25% of the initial credit line offered. The total fees charged were $75.00 set-up fee, and a $48.00 annual fee for a total of $123.00 which is less than 25% of the credit line Ms. ******* accepted.

Merrick has waived the balance and the account is closed.  The trade line for the Merrick account has been deleted from her credit file.

12/3/2015 Delivery Issues
12/2/2015 Problems with Product/Service
11/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I apply for this card in stepmber and now I received a bill yesterday for 72.00 dollars. I did not active This card . They only post take money from card when you active the card . Why I'm now post get mess over . I a mother card help build credit up. I want my account calcaned. I did use the card why should I pay

Desired Settlement: I did not use the card . I don't want to pay

Business Response:

Ms. ******** was sent a solicitation via regular US mail for an account in October 2015 which was a “firm offer of credit.”  The offer included a disclosure regarding the amount of credit being offered and the fees that would be charged on the account.  The solicitation disclosed that there would be a $75.00 set up fee and an annual fee of $48. 

Ms. ******** responded to the offer by returning the Acceptance Certificate.  Merrick received the Acceptance Certificate and opened the account.    The card carrier contained a notice that Ms. ******** could reject the fees by not using the account and notifying Merrick of that rejection.   

The CARD Act allows for fees including setup fees that do not exceed 25% of the initial credit line offered. The total fees charged were $75.00 set-up fee, and a $48.00 annual fee for a total of $123.00 which is less than 25% of the credit line Ms. ******** accepted.

Merrick has waived the balance and the account is closed.  The trade line for the Merrick account has been deleted from her credit file.

Consumer Response:
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,

******* ******** ****

11/17/2015 Billing/Collection Issues | Complaint Details Unavailable
11/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank's website advertises that they allow their customer's to do transaction disputes online. They give specific instructions for it. When you attempt to follow them, you'll find no such tools exist. I set up my account with them because this is a feature that I value and was a major deciding factor in my creating a credit card account with them. I have now come to find this to be a lie. I contacted their customer service department and spoke with Faye (ID: ***) and her manager Maurice (ID: ***). They both insisted that they have never offered online disputes services and insisted that the information I was reading was not from an official Merrick Bank website. Rather, that I was on a fraudulent one. I gave them the URL that clearly shows that this FAQ page describing the feature is hosted on their server and is legitimate. My concerns were dismissed and I was rushed off the phone with nothing but contempt and rudeness. The FAQ page I've spoke about is: http://www.merrickbank.com/Frequent-Asked-Questions/transaction-disputes.aspx It is merely a sub directory of their main FAQ page, that they acknowledged. http://www.merrickbank.com/Frequent-Asked-Questions/ I explained to Maurice step-by-step on how to reach this page. Either by typing in the URL manually or with a simple web engine search. He lied to me and told me he only received a 404 error that the page did not exist. I have been lied to and sold a false bill of goods. I demand compensation.

Desired Settlement: I want my account financially accredited appropriately for this transgression, an apology, and the FAQ page that blatantly lies about their non-existent service taken down. If Merrick Bank values mine, or the business of anyone else as a company, they will meet my request. The alternative to this is that I demand that my account be permanently closed with a zero balance.

Business Response:

A review of Mr. *****’s account was conducted.  Merrick sent Mr. *****’s a “pre-screened offer for an account and he accepted that account in June 2015.  The on line transaction dispute process that Mr. ***** speaks about in the complaint has never been available.  This was a process that was in the development stages and should not have appeared on Merrick’s website until fully completed. This occurred through an internal error.  Merrick apologizes to Mr. ***** if this process was a deciding factor in his acceptance of the offer of credit.  Unfortunately it is not available and will not be available for some time to come.

Merrick does not offer compensation for such issues as this.  If Mr. ***** is dis-satisfied with the account or any of the aspects of the account with Merrick he can contact customer service and close the account and pay the balance.  Our phone number is ###-###-#### if he wishes to discuss the account.

Consumer Response:
Complaint: ********

I am rejecting this response because:


I was sold an a promise of having the ability to dispute transactions online. This company has lied to me. They are responsible for what they advertise. I demand compensation.

Sincerely,

****** *****

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for Merrick Bank Credit card online on 4/2015. Merrick requested a $200 deposit. Deposit was sent immediately. I received a couple of calls from Merrick bank during that month to confirm name, address, and other. A few weeks later I received my credit card. I immediately went and registered online and made my first payment of $36. The following day after receiving the credit card I received a letter stating that my credit card account was canceled because Merrick Bank did not service outside of the United States and I lived in the Virgin Islands. Since May 2015, I've been calling Merrick Bank for my $236 refund and they always say that the checks have been mailed out and That the refund process takes up to 30 days. I have been given check numbers and all. A few months later I call back and since I don't receive these checks they place stop payments on these checks and open an investigation that takes 30 days and close the investigation and re-issue the refunds checks and that's another 30 days. I called on 11/1/15 and advised that I have not received the refunds check and that I would like to speak to s supervisor but my calls are disconnected. I have not been able to speak to a supervisor when I request one. It's been seven months and I am unable to get a refund from this company. Their customer service department is ###-###-#### very uneducated on the business and product and most of them have no type of customer service skills. I am so frustrated. How long must I wait for a refund from Merrick bank? At this point I should be given a refund with interest!

Desired Settlement: I would like my $236 back.

Business Response:

A review of the account was conducted.  Ms. ******** opened an account in May 2015.  She made a security deposit of $200 on the account.  The account was closed due to the fact that Ms. ******** lived outside the US main land.  Merrick does not allow accounts with APO/FPO or foreign addresses associated with the accounts.

The deposit of $200 was originally sent as a refund to the address in the Virgin Islands on May 28, 2015.  Ms. ******** called Merrick about the refund on August 15, 2015 and there was a stop payment issued on the original check. Another refund was sent to her address in the Virgin Islands for the $200 on September 4, 2015.  Ms. ******** called Merrick again on September 9, 2015 and explained she had not received the reissued check either.  She was informed at that time that it could take up to 30 days to reissue another check.  This is a risk prevention procedure by Merrick’s bank to prevent the possibility that the outstanding checks might be negotiated.  The account notes show that the reissued check was sent to Ms. ********’s address in the Virgin Islands today via certified mail.  She will need to sign for the letter when it is delivered.  The second refund check for $36.00 that represents a payment she made on the account was sent to her address on September 8, 2015.  As of today this check has not been cashed.  Ms. ******** needs to let Merrick know if she has received the $36.00 refund check.

Merrick has done everything possible to send Ms. ******** the refund for her security deposit.  It is unclear why she has not received the funds that have been sent to her.

Consumer Response:
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 but From 11/4/2015 to 11/10/2015 I have not received the certified mail claimed to have been mailed out on 11/4/2015.  I also have not received the refund for the first payment made to them for $36.

I would like verifiable tracking information for the mailing this company is claiming to send me.

Sincerely,

*** ********

11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Someone processed a payment on my Prepaid Account without my consent. Then a fee was charged on my credit card account. I called to ask them to remove the as a Courtesy, Good Customer Services most companies will waive a fees. This is Prepaid Account not a Checking Account.

Desired Settlement: Waive Fee first time courtesy

Business Response:

A review of the account was conducted.  Ms. ***** opened an account with Merrick in August 2015.  She has used the account for the purchase of goods and services.  The fees associated with the account were disclosed to her with a pricing appendix that accompanied the card that she received and activated on August 19, 2015.

I have enclosed copies of both the original submission for the payment and copies of the rejections by Ms. *****’ bank of that payment.  The payment from October 9 2015 for the amount of $40.00 was returned unpaid.   The return code on the rejection for the return is R01 which means insufficient funds. This was the code placed on the return by her bank, MetaBank.  The payment was made through the cardholder website and with the use of a checking account routing number and account number.  Merrick does not accept payments with debit, prepaid or other types of card accounts.  Only checking and savings accounts can be used to make payments to a Merrick credit card account. I have requested that the fee of $27.00 be waived as a courtesy.  Merrick’s policy is to waive one fee in a 12 month period so Ms. *****’ account will not be eligible for another fee waiver until October 2016.   She should see the adjustment on her next statement.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told by customer service that how i intended to pay my bill would be accepted. i want to the banks website entered my info which was accepted and thought my bill was paid i contacted the banks customer service people and was advised my account was closed for non payment even though I offered to pay the bill via an alternate method. I have contacted the Virginia Attorney generals office for advise and a attorney not only is my account closed but my 72.00 payment is gone

Desired Settlement: I wish to have my account reinstated to avoid a negative credit rating and have my 72.00 returned or credited to my account balance

Business Response:

A review of the account was conducted; this included listening to the calls made by Mr. ******** on October 20 and October 23 regarding payments on the account and how the balance of the account was calculated.  The account history shows that Mr. ******** made a payment on the account in the amount of $72.00 on October 23, 2015.  The payment was returned to Merrick unpaid.  The notation on the return indicated that an account was not authorized for this type of payment.

            The cardholder agreement that governs the account indicates the method of payment that is acceptable for Merrick’s accounts.  In section 3 of that agreement it states as follows:

You must pay us in US Dollars, with a check, draft or money order drawn on a United States Bank or the United States Postal Service, or through an automated clearing house acceptable to us at our sole discretion.

Merrick does not accept payments via debt card or pre-paid card for its accounts.  Electronic payments can be made using the checking or savings account number and routing number via the cardholder website or through the VRU-automated system.  Those electronic payments are converted into an ACH debit from the checking or savings accounts that are input into those systems.  No other form of payment is considered valid. The account used for making payment must be owned by you or you must be the co-owner or authorized user (signatory) on those accounts.

I reviewed all of the calls made regarding the account and there was no indication on any of those calls that the representatives said that it was acceptable to use an ATM/Debit card for a method of payment on the account.  The call on the 20th of October the representative indicated that only a checking or savings account could be used for payment on the account.  Mr. ******** indicated on the call that he had a routing and account number that would allow ACH payments to be made. 

If Mr. ******** account is showing that the $72.00 payment was debited from the account he used he will need to contact the company who issued the account and discuss it with them as it was not honored as a payment for his Merrick Bank account.   Mr. ******** can request that the account be reinstated.  He can contact customer service and make that request.

Consumer Response:
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,

**** ********

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called on 10/26/15 to close my Merrick Bank credit card account, I spoke with John he gave an identifier as ***. John said the account has been closed, I have a $0 balance due, and will not be charged anymore fees. When I login to check the status, the account still shows I have an available credit line. John said he could not send me an email confirming the account is closed, they would just mail me a statement. Please confirm my account is closed, and I have $0 balance.

Desired Settlement: Please confirm the account is closed with a $0 balance.

Business Response:

A review of Mr. ****'s account shows that the account has a zero balance and is closed. The account records show that a letter of confirmation was sent to his address of record stating this same information.

10/23/2015 Billing/Collection Issues | Complaint Details Unavailable
10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/16/2015 Billing/Collection Issues
10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Harassing phone calls several times a day. Including calling me at work several times. No messages left when called at home. Had to do a reverse look up in order to find out who it was. Today alone they called me 4 times.

Desired Settlement: They will be getting a payment from me this Friday

Business Response: Merrick has placed a temporary do not contact flag on Ms. ****'s account.  Ms. **** was receiving calls from Merrick on the phone numbers she provided to Merrick because her payments were past due and it is Merrick's policy to contact past due customers up to 4 times per day on each of the phone number provided to us by the account holder until contact is made.  Contact is made when an account holder speaks to an representative about the account status.   If Ms. **** is having financial difficulties and needs some payment assistance Merrick has many payment plans available.  She can contact us at ###-###-#### to discuss those payment plans and which ones may fit her situation.  The temporary do not contact flag will be removed n 90 days.

10/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am very thankful to Merrick Bank for allowing me to have a credit card with them,my issue with them is when it comes to payments its very unfair. I admit my first payment was late because I was in the process of having to leave my home, had to pay for storage and other necessities and couldnt afford the payment until the next payday. This payment I purchased my money order on 9/21/15 for $75.00, I put it in the mailbox on the 22nd ,and the payment still has not reached the company!! When I called this morning and spoke with Carol a Customer Service Rep, she informed me that the late charges would still apply even if the MO read that I purchased it days in advance. I am not happy with this, if they made it simple for a person to use a debit/creditcard for payment instead of only checking accounts maybe the payments could be made much faster.

Desired Settlement: I want the late charges taken off of my bill, and I want the credit limit that was at 297. to have $75.00 deleted from it so I wont have negative marks on my acct and so I can have a positive bal. That is not asking much, because again the slow mail service is not my fault. Other companies do it, if you have a money order postmarked by the due date, late charges are removed.

Business Response:

A review of Ms. ****’s account was conducted.  Ms. **** opened an account with Merrick in July 2015 and has use the account for the purchase of goods and services.  The payment on the account is due on the 27th of the month.  The minimum payment due must be received on or before the due date. 

The cardholder agreement that governs the account sets forth how payments must be made.  In section 3 of that agreement it states as follows:

You must pay us in US Dollars, with a check, draft or money order drawn on a United States bank or the United States Postal Service, or through an automated clearing house acceptable to us in our sole discretion.

Ms. **** can make payments on line using a checking or savings account. She can call the VRU and make payments over the phone using a checking or savings account.  She can mail payments to us using a money order or check through the US postal service.  She can also use Western Union or MoneyGram to send us payments.

The card associations, Visa, MasterCard and Discover prohibit payment made to one credit card with another credit card. This is an industry wide prohibition that does not allow anyone to make a credit card payment using a different credit card.  Merrick’s policy does not accept payment with a debit or a pre-paid card for its accounts. 

If Ms. **** wishes to discuss her account and the way available to make payments she can contact us at ###-###-#### and we will be happy to assist her.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
Apparently there are only certain days that their mail is checked ,because it would only take 3 days for a letter to reach Dallas, from what the Post office told me. Is it my fault that they don't retrieve the mail. If I  mailed it on the 22nd it should have reached them by now. 
Sincerely,

****** ****

Business Response: It is the policy and procedure of the Bank to check the mail every day except Sunday and Holidays.  Mailed payments are posted as of the day they are received until 5PM ET. 

10/7/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/6/2015 Billing/Collection Issues
10/3/2015 Problems with Product/Service
9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 9/16 spoke to Nicole & adv her that my bank act had been frozen, soI needed to cancel a payment but I cant access my online. She reset password & said she would notate act about my bank being frozen. Today I called 9/20 - spoke to Tanya, she stated my card is frozen due to a returned payment from the bank and I needed to make another payment and then it would unfreeze in 15days - I stated I had called ahead to prevent this from happening. She rudely stated no notes here so nothing I can do! I req to speak to a sup - got Shawn, he stated that the convo from 9/16 was NOT notated and I would need to wait to receive letter from bank then fax to them at ###-###-#### and they could see about helping me!! What type of business is this?

Desired Settlement: I want the credit card UNFROZEN, the $27 NSF fee returned and for the representative who didn't do her job correctly to be spoken to as well!!! I want a manager to call me & verify this has all been done.

Business Response:

A review of Ms. ******’s account was made. On September 11, 2015 Ms. ****** made a payment in the amount of $***** on her Merrick Visa account.  That payment was returned unpaid by her bank as “account frozen”.  The account was blocked as a result of that returned payment.  The block remains on the account for up to 15 days.

 

I reviewed the calls made on the account Ms. ****** called two times on September 16, 2015 to have her password for online access reset.  In the second call she mentioned at the very end of the call that her account from which she made her payment mentioned above had been compromised and that she would update the account information on-line once she had that.  At no time did she indicate that there would be any problem with the payment made on the 11th the comment about the issue with her checking account was made as just that, a comment at the end of the call.

 

Ms. ****** has not replaced the returned payment.  The block on the account will remain until the 15 days has expired which will be October 1, 2015.   This is the bank’s policy and is in place to reduce risk to the bank.

Consumer Response:  
Complaint: ********

I am rejecting this response because I made it VERY clear to the rep the reason I was calling was to make sure the payment would go thru due to my bank notifying me about the account being frozen!!!! Good to know what type of company this is going forward though. 

Sincerely,

******* ******

9/24/2015 Billing/Collection Issues | Complaint Details Unavailable
9/23/2015 Billing/Collection Issues | Complaint Details Unavailable
9/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a Visa credit account with Merritt Bank to improve my credit. My credit limit was supposed to be increased after making 6 payments on time. Following are payments made: Payment due 5/17/15 - Payment made early on 4/27/15 for more than minimum amount. Payment due 6/17/15 - Payment made early on 6/17/15 for minimum amount. Payment due 7/17/15 - Payment made early on 6/25/15 for more than minimum amount. Payment due 8/17/15 - Payment made early on 7/23/14 for more than minimum amount. Merrick has marked my account past due because the August payment was made at the close of the July cycle instead of in August and charged a late fee. I spoke with Customer Service who stated that the payment could not be counted for the August due date because it was paid in July. They also stated that the "past due" mark will remain on my account. I asked to speak directly to a supervisor and was transferred to a voice mail-box. This leaves erroneous information on my account with Merrick.

Desired Settlement: I want the "Past Due" remark and the late fee removed from my account. I want Merrick Bank principals to know that a supervisor's voice mail-box is unacceptable.

Business Response:

A review of Ms. *******’s account was made.  Ms. ******* opened the account with Merrick in March 2015.  The first payment on the account was due on May 17, 2015.  Ms. ******* has made 5 payments on the account since it has been opened.

 

The solicitation for the account indicates that she must make at least the minimum payment due on time for the first 7 months the account is open. Since the first payment was due in May her credit line increase would not be added until November and then only after she has made the November payment on time.

 

Ms. ******* will not be penalized because she paid early, however the credit line increase will not be added to her account until November as long as she meets all of the conditions to receive the increase.

 

Merrick strives to respond quickly to account holders questions and occasionally supervisors are unavailable to speak to immediately.  Messages are normally returned with-in 24 hours from a supervisor’s voice mail message. 

 

The late fee that was assessed the account has been waived as a courtesy. Ms. ******* should see this adjustment on her next statement.

 

I have attached an example of the offer sent to Ms. ******* so she can see the requirement for 7 on time payments.  If she has any question she can contact us at ###-###-#### to discuss.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

The issue is that my account record with this company bears a "past due" notation.  My request was that the company take this notation off my account record with them.  Their Customer Service Rep informed me that this would be impossible.  Nothing is impossible.

Sincerely,

******** *******

Business Response: There is no "past due" notation. Accounts are not reported as past due until they reach 45 days past the due date.  No past due notation is on the account.

9/22/2015 Billing/Collection Issues
9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a credit card and the bank stated there was no obligation that as long as I did not activate the card or make a payment for the annual fees I was under no obligation to keep the card. After recieving the paperwork and reading everything over I cut up the card and never activated it because I did not think the fees were resonable. However they kept sending bills trying to charge me late fees on the fees even though I never activated the account. They even destroyed my credit by reporting to all the credit buerals that Iwas delinquent on an account I never activated and according to them would not be under any obligation to activate. This is fraud and a violation of their own company practices.

Desired Settlement: I want them to stop trying to collect money from a non existant account and mainly want them to fix the damage they have caused to my credit reports with all 3 credit agencies.

Business Response:

Ms. **** was sent a solicitation via regular US mail for an account in November 2014 which was a “firm offer of credit.”  The offer included a disclosure regarding the amount of credit being offered and the fees that would be charged on the account.  The solicitation disclosed that there would be a $75.00 set up fee and an annual fee of $48. 

 

Ms. **** responded to the offer by returning the Acceptance Certificate.  Merrick received the Acceptance Certificate and opened the account on December 26, 2014.  There were disclosures sent with the card for the account that indicated that Ms. **** could opt out of the fees if the account were not used.  Ms. **** did not use the account; however, she should have also contacted Merrick and informed us that she did not want the account.  Ms. **** did not do that. 

 

The balance of the account was waived and the trade line should have been deleted.  This is the procedure for accounts where the fees are rejected.  This did not occur in Ms. ****’s case.  I have requested that the trade line for the Merrick account be removed from her credit file. That request was made today.  It can take the credit reporting agencies up to 30 days to comply with Merrick’s request to delete the trade line.

 

I have attached an example of the opt out language on the card carrier regarding opting out of the fees on the account.

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase on my credit card in December 2014. I paid OFF the card in Jan 2014. Apparently a small 3.00 "service" or interest fee, I'm not sure which. I thought I had paid off the card, so I didn't check it. Apparently over the next couple of months, the fee accrued to 6.00 and then 9.00 and then they reported me to the credit union and closed my account. I never got an email or a phone call or anything. I didn't find out until I checked my credit score online. I called them and asked them what happened and they told me; and I offered to pay the fee to put my account back in good standing AT LEAST and the lady basically told me they didn't want me as a customer anymore. I think this is VERY unfair. I was in excellent standing with them previous to this, I had never had a late payment or anything. If they had made ONE phone call to me, I would have happily paid the amount over the phone.

Desired Settlement: I would like to pay the fee and have the late report taken off my credit report. They can keep the account closed if they like.

Business Response:

A review of Ms. ****’s account was conducted.  In October 2012 Ms. **** opened a Visa credit card account with Merrick.  She used the account for the purchase of goods and service.  On January 31, 2015 Ms. **** made a payment on the account that paid most of the balance owing off. There was interest due on the balance after that payment in the amount of $3.23.  Each month thereafter a $1 minimum finance charge was added to that balance.  Statements were sent to the same address as all previous statements of the account. 

 

There was no payment received on the account after the January payment and in June 2015 Merrick waived the balance of the account and closed it.  It is Merrick’s policy to close accounts with balances under $20 that consist of only interest and/or fees.

 

The cardholder agreement that governs the account states the following in Section 2:

           

“No matter where Billing Statements are sent or when they are received, your obligation to make timely Minimum Payments and to pay all other amounts owed on the Account is not excused. “

           

There was no returned mail received back on the account.  Therefore, Ms. **** received the statements for the account but failed to make any payments on that balance. Thee account will not be reinstated.  Any credit reporting made on the account is correct and accurate according to the history of the account and will not be changed or modified.  To do so would be a violation of the FCRA and Bank policy.

9/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I pay all of my bills right after I get paid the last day of the month. I had a 27 dollar late fee on a bill so I called and the lady waived it and explained to me I was paying my bill too early!! So she changed my billing date and I made a payment with her over the phone she said I should be fine now . I received my next bill and there was a 38 dollar late fee on it!!!! I was in shock. I called again and the gentleman said he put a request into his supervisor to remove it and that I should call back in a few days. I called back today and they said it was denied! I spoke with 2 supervisors and finally said I am going to the BBB. And hung up

Desired Settlement: Take the 38 late fee off my bill I was never late in making a payment

Business Response:

A review of the account was conducted.  Ms. P**** opened an account with Merrick in December 2014 and the account has been used for the purchase of goods and services. 

 

Ms. P****’s due date was the 27th of each month and her statements cycled on the 2nd of 3rd of the month.  Ms. P****’s account was assessed late fees because she was making her payments too early.  Payments made prior to the cycle date for the next payment due date are applied to the most recent statement balance.  There are no prepayments allowed in revolving consumer debts. 

 

On August 2, 2015 Ms. P**** changed her due date to the 5th of the month which means her statement will now cycle on the 11th or 12th of each month.  If she wants to pay in advance of the due date she must wait unit the cycle date has past which would be the 13th of the month.  For example if she wanted to make Octobers payment before the 5th of October.  She could make it as soon as the 13th of September because that is after the statement for the October payment date cycles.

 

The cardholder agreement under Section 4 indicates the following;

 

…you must pay at least the Minimum payment shown on the Billing statement by the Payment Due Date.  Even if you pay more than the Minimum payment in one Billing Cycle, you still must pay the full Minimum Payment in future Billing Cycles…

 

The most recent late fee in the amount of $38.00 was waived on August 31 per her request.  She will see that adjustment on her next statement. 

 

I have enclosed the cardholder agreement and statements reviewed for this reply.

9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I have been using merrick bank for almost 2 years now. When I first received the card I was told my credit line would double as long as I made the first 6 payments on time. I fell ill during the first cycle and fell behind on my bills. I was told that I would be reconsidered for double your credit line product after making on time payments again. For the past year I have paid my credit card bill in full or paying over the minimum due. My mother is now sickly and there has been some financial strain in our family as we are going through a family crisis. I am in need of any financial relief I can receive and I am requesting merrick bank please double my credit line so that I can help my mother. I have called and spoke to representatives but they can not give me any information. I am in need of help at the moment so that I can increase my buying power for my mothers medicine and help sustain her bills. Thank you,

Desired Settlement: I would like merrick bank to please double my credit line from 600 to 1200 as I have shown I am capable of making of my payments and have been a loyal consumer for over 2 years now at this time of need.

Business Response: Upon receiving Ms. P*****'s complaint I requested the Credit Department evaluate whether the account qualified for a credit line increase.  After that review they have informed me that they will grant a credit line increase on Ms. P*****'s account.  The reasons for this are mainly due to her excellent account performance.  As of today her credit line has been increased to $1,200.00 She should be able to have access to this increase by tomorrow September 4, 2015. Merrick is glad to be able to assist Ms. P***** and wish her well in the future.

Consumer Response:  
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. Thanks for all of your help.

Sincerely,

Angelica P*****

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an 1800.00 account with them. The account was never late and kept in good standing. I tried to use the card at a store and it declined. I called customer service to find out why. They informed me that the account was compromised and that there was a block. I was never told about it or why. The service rep told me that they would remove the block and that I was to destroy the card and that I would receive a new card in 6-10 business days. That was in June 2015. Now August, I called to find out what happen to my replacement. I was informed that because it wasn't entered into the system that there would be a 15.00 charge to replace the card. I have to pay 15.00 for a replaced card that had to be replaced due to a security breach of some kind on there end. I even asked them, why would I pay the account down to zero with a 1601.93 payment, destroy the card and not close the account. I apparently did all that only to turn around and call back for a card that I paid off, never closed and destroyed for no reason. The Rep was absolutely RUDE. There was no trying to save the account or anything. They let an 1800.00 account close for 15.00 started by a situation that wasn't even my fault.

Desired Settlement: I want the issue fixed and my card replaced.

Business Response:

A review of Mr. S****’ account was made.  The security department who regularly monitors accounts for fraud activity detected test authorizations being made on Mr. S****’ account and calls to him were made to determine if he was attempting to use the account.  Those calls occurred in November 2014 and went unanswered.  A fraud alert letter was sent to Mr. S**** on November 20, 2014 and the account was blocked from use until Mr. S**** called Merrick to validate the use of the card. 

 

On June 11, 2015 Mr. S**** called to find out why the account was blocked and spoke to a representative who explained the issued to him.  The notes on the account showed that Mr. S**** called in and the block on the account was removed but there is no information about issuing a new card.  On August 18, 2015 Mr. S**** called again and indicated that he had been told that a new card would be issued.  The representative who spoke to him at that time told him that a fee was charged for a replacement card.  Mr. S**** declined to pay the fee and closed the account.

 

After reviewing the calls and the notes on the account Merrick has determined that the account should be reinstated and a new card sent to Mr. S**** without charging the fee.  As of today the account has been reinstated and a new card has been sent to Mr. S****. He should receive that new card in about 7-10 days.  If he has questions regarding the account he can contact us at ************.

9/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I included Merrick Bank in a Bankruptcy in 2010 and last week they updated my account with the Credit Reporting Agency as a new delinquent account, Experian and Equifax shows a August 2015 charge off. This seems to happen every few years, I'm beginning to believe this is deliberate.

Desired Settlement: Credit Reporting Agencies need to be updated, this had caused a significant drop in my credit score and preventing me from purchasing a car. Correction needs to be done ASAP

Business Response:

Merrick conducted a review of the account.  Ms. C*** applied for and received a Hooter’s MasterCard account in 2007.  She used the account for goods and services until she became delinquent in 2009.  The account was past due and was charged off in November 2009.  The account was included in a bankruptcy Ms. C*** filed and when it was discharge in 2010 Merrick reported the account as discharged under Chapter 7 and the reporting shows a zero balance.  This is the current reporting status of the account.   The prior status of the account was charged off; Merrick is not required under the Bankruptcy statue to remove prior negative reporting on an account that has received a discharge under any chapter of the Bankruptcy code.

 

During the review it appears that Equifax was not showing the account as included in the 2010 bankruptcy even though Merrick had sent that information to them on previous reports.  Merrick has sent an update to Equifax to ensure that the bankruptcy information appears on that agencies file information for the Merrick account. The update was sent today and may take up to 15 days to appear on the Equifax report.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Experian is showing the account included in Bankruptcy and it was also updated last week to reflect a delinquent account as of August 2015, Is this a strange coincidence, I have had this problem with Merrick more than once.  The need to stop updating these accounts as recent derogatory trade lines   I am not asking for any special treatment, we know longer do business stop updating my credit file with new negative information.

Sincerely,

Marilyn C***

Business Response:

Merrick has not provided any derogatory information on the account except to confirm that it was discharged in the BK case.  The prior delinquency and statuses are part of the original file but are not resubmitted with the verification of the BK discharge.

8/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved a call from an "Unknown" number on my cell phone claiming it was from Merrick Bank. I ask for verification to make sure I was speaking to the correct number and I was threatened that my personal information would be reported negatively to the credit agencies. I call back numerous times over the course of 30-60 minutes as was told, "my supervisor is not available", on another call I was hung up on by a suppossed supervisor name *monica. I then called back only to be put on hold and then transfered to a voicemail. I want this threat to be removed immediately and I want the Senior Vice President of this corportation to call me directly. I have promptly paid the account today in full and have a zero balance. This was the worst customer service I have experienced in a long time. But the worrisome part is the threatening deameoner of the staff without any regard to the consumer in an age of fraud and credit security issues. I might add I am a 10 year customer of Merrick Bank.

Desired Settlement: I want this negative report to the Credit Agencies to be removed immediately and I want the Senior Vice President of this corportation to call me directly.

Business Response:

A review of Mr. A*******’s account was conducted.  On August 8, 2015 a representative called Mr. A******* to determine why there had not been a payment on the account since a payment received on May 31, 2015.  In reviewing the call it appeared that the representative became frustrated when Mr. A******* began questioning who was calling.  The representative tried to explain to Mr. A******* why and who was calling.  Mr. A******* and the representative began talking over each other and the call ended with Mr. A******* requesting a supervisor.  I did not hear any threats from the representative regarding releasing personal information to credit agencies.  The representative attempted to explain that because the account was past due more than 45 days a negative report was possible if a payment was not made.  Because of the representative and Mr. A******* speaking over each other it is unclear he could have understood what she was trying to convey.

 

Mr. A******* spoke to 2 other representatives on August 8, one of which was a supervisor.  During that call it appeared the call was disconnected before completion of the call.  Mr. A******* called back about 5 minutes later and spoke to another representative who indicated her supervisor was not available but indicated she would give a message to them to call Mr. A*******.

 

Mr. A******* call again on August 13, 2015 and spoke to a representative regarding his request to close the account. The representative asked about his reason for closing the account and he cited “poor customer service” as the reason.  He then requested a supervisor and was transferred and spoke to a supervisor who took the time to explain the nature of the first call from August 8, which Mr. A******* acknowledged he understood and she assisted him with the closing of the account which at that time had a zero balance as he had paid the past due amount owing on August 9, 2015.

 

After reviewing the calls, the service provided during  the first call in particular was difficult.  The representative became frustrated with Mr. A******* and there was no need for her to talk over him rather than listen to his concerns.  He commented that the unknown number was a problem and wanted to validate he was actually speaking to Merrick Bank.  The representative did not handle that questioning in an adequate manner.  Merrick apologizes to Mr. A******* if he felt he did not receive the type of customer service he felt he deserved.  It is our goal at Merrick to provide excellent customer service; we continue work towards that goal.  Mr. A******* was a longtime customer of Merrick and we appreciate his business over the years.  

Consumer Response:  
Complaint: ********

I am rejecting this response because: the explanation given by this business does not match the facts of what took place. 

1. This 'talking over' each other is incorrect. A customer needing to defend themselves to an aggressive employee is not "talking over each other." It is defined as RUDE behavior by the employee of the business. My suggestion to this business is to properly train their employees and not mischaracterize their clients. 
2. Furthermore, do not exasperate the issue by falsely publicizing the facts of the interaction in a public forum in an attempt to excuse your behavior. Take responsibility for the action of your employees. Their employees (Tianna, Angela, and Monica) were rude and inconsiderate to me. 
3. Additionally, when I left a message at their corporate for a Mr. Scott A*******, I never received a call regarding this horrible experience. 
4. But, here is the MAJOR and MOST CONCERNING ISSUE, Their employee (Tianna) threatened to report my information to a credit agency and I have just discovered that after I cancelled my account with Merrick Bank, that one of their employees did in fact report inaccurate information to Trans Union Credit agency. Thereby causing my credit score to suffer. I have requested a copy of my Credit Report and will obtain the printed copy in 10 days. I am outraged that Merrick Bank did this to a 10 year customer. I demand they instantly remove any negative reports to any and all Credit Agencies as of 6-1-2015 to present. I paid the full bill the moment I discovered it was 30 days late, due to a recent switch in how I receive information from Merrick Bank and a recent account payoff on June 1st. I was unaware that an auto charge went on the account on June 2nd. Plain and simple, this is gross negligence and an act of spite from one of their bad acting employees and I demand an immediate correction, or else I will be seeking remedy from the Attorney General's offices in Utah, Pennsylvania, and New York.
5. Sadly none of this would have happened or needed to have happen nor all of our professional/personal time being wasted if not for their first employee's (Tianna) mishandling of the call. The sheer amount of human energy needed to sort out this situation is regretable, again - Merrick Bank's training department needs to reconcile their loss and cost of business with proper training and that includes your supervisior (Monica) who hung up on me.

Sincerely,

Todd A*******

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Even though I have contacted this business about the Service Members Civil Relief Act (SCRA) multiple times, over my almost 4 years of service, and sent them a letter from the Department of Defense, they refuse to lower my interest rate to 6% ( as the SCRA states they have to seeing as I had this account prior to entering the service). They refuse to lower the interest rate until they receive a copy of my orders stating when I entered the service and my current orders. These documents are sensitive information items that I am not supposed to mail out. This is the only credit card I have that asked for this, every other card I have has procedures in place to verify a soldiers time in service and do not ask for sensitive information to be sent via the mail.

Desired Settlement: I would like for the business to honor the SCRA( as they legally have to), back date and adjust my interest rate to 6% from when I entered the service in early 2012 and maintain my interest rate at 6% until I exit the service( as they legally have to).

Business Response:

A review of Ms. C*****’s account was conducted.  The account history shows that Ms. C***** contacted Merrick most recently in March 2014 regarding the benefits under the SCRA.  At that time she did not provide a copy of her orders with the beginning and ending date of her deployment.

Under the SCRA section 572(b)1:  Written notice to a creditor. In order for an obligation or liability of a servicemember to be subject to the interest rate limitation in subsection (a), the servicemember shall provide to the creditor written notice and a copy of the military orders calling the servicemember to military service and any orders further extending military service, not later than 180 day after the date of the servicemember’s termination or release from military service.   

Ms. C***** did not and has not provided the necessary information to Merrick to allow it to approve the benefit as set forth in the SCRA.  If Ms. C***** will provide the orders and any extension of those orders that have clearly defined beginning and ending dates associated with the orders Merrick will comply with her request for the benefit under SCRA.  She is welcome to fax those to my attention to a fax that is monitored and used only by the Legal Department at Merrick. That number is ************.  Once we have received that information we will make the necessary adjustments to the account for the entire time she has been on active duty.

8/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I DO NOT have an account with this bank; Judith * F****** has an account with this bank. On May 19, 2015, Merrick Bank e-mail me at ***********@yahoo.com a "Welcome to Merrick Bank!" e-mail. I sent an e-mail to ***************@merrickbank.com, changed the Subject to 'Fraud' and inform them I DID NOT open an account. They called me back and asked for my #SSN which I would not give them because I DID NOT open an account with them and have no clue who they are?!? I asked that they remove my e-mail because I'm not Judith '*' F******. Today, they sent me a 'Past Due Payment for account ending in **** (3)' e-mail at ***********@yahoo.com.

Desired Settlement: Please make them remove my e-mail and do not contact me as this is not my account

Business Response: Merrick has removed the email address that was associated with the account Ms. F****** indicated was not her account.  We apologize for any inconvenience that this might have caused, but the account owner had input that same email address on her application.  Ms. F****** should not receive any further communications from Merrick Bank.

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mr. Rick L*** sent a solicitation that I have been pre-approved for a double my line of credit with a Visa Credit Card. I do not want a credit card, I did not seek to receive a credit card, I do not wish to be a part of a scam of deceit with a credit lending agency. I do not want to be contact by predator creditors like Mr. L***. I do not wish companies to seek me out for line of credit I do not want. When banks or credit card seek potential by checking credit report it makes my credit score and fico score go down. Merrick needs to take their name on my credit report. Merrick needs to take my name of further and future contact of mail solicitation, phone call solicitation, and email solicitations. Merrick needs to take my name of further and future contact and do not sale my information or share my information with any partner companies. I called to officially state and make a complaint with Merrick Bank by calling **************. I expect the above to happen immediately. Respectfully!

Desired Settlement: Merrick Bank should omit Merrick and Visa off my credit report. Merrick Bank should take my name of further and future contact. Merrick Bank should not sale my information or share my information with any partnering companies. Merrick Bank should not contact me by mail solicitation, phone call solicitation, and email solicitations.

Business Response:

Mr. B***** has been removed from Merrick’s pre-screened solicitation list. If Mr. B***** does not wish to receive further solicitations from lenders he can call ************ which is the national “opt out” program so that his name and information will not be provided to any lender who does these types of solicitations.  This notice was also included in the mail solicitation that Mr. B***** received from Merrick.

Merrick did not make a full inquiry into Mr. B*****’s credit therefore only a “promotional or soft inquiry” appears on his credit file.  He is the only one who sees this inquiry and it does not affect his credit score in any way.   Merrick does not sell or share information or lists with any third party of affiliates.

8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Merrick Bank on July 21, 2015 to inquire about SCRA paperwork that was faxed to them. It was a copy of my husbands active duty orders, along with my information and stating who the service member is in relationship to me. The bank is telling me they will not lower my interest rate on my card to 6% according to the law because his name isn't on the account, however, the law states credit card interest be limited to 6% § 527. Maximum rate of interest on debts incurred before military service [Sec. 207] (a) Interest rate limitation. (1) Limitation to 6 percent. An obligation or liability bearing interest at a rate in excess of 6 percent per year that is incurred by a servicemember, or the servicemember and the servicemember's spouse, before the servicemember enters military service shall not bear interest at a rate in excess of 6 percent – (A) during the period of military service and one year thereafter, in the case of an obligation or liability consisting of a mortgage, trust deed, or other security in the nature of a mortgage; or 15 (B) during the period of military service, in the case of any other obligation or liability.5 (2) Forgiveness of interest in excess of 6 percent. Interest at a rate in excess of 6 percent per year that would otherwise be incurred but for the prohibition in paragraph (1) is forgiven. (3) Prevention of acceleration of principal. The amount of any periodic payment due from a servicemember under the terms of the instrument that created an obligation or liability covered by this section shall be reduced by the amount of the interest forgiven under paragraph (2) that is allocable to the period for which such payment is made. (b) Implementation of limitation. (1) Written notice to creditor. In order for an obligation or liability of a servicemember to be subject to the interest rate limitation in subsection (a), the servicemember shall provide to the creditor written notice and a copy of the military orders calling the servicemember to military service and any orders further extending military service, not later than 180 days after the date of the servicemember's termination or release from military service. (2) Limitation effective as of date of order to active duty. Upon receipt of written notice and a copy of orders calling a servicemember to military service, the creditor shall treat the debt in accordance with subsection (a), effective as of the date on which the servicemember is called to military service. (c) Creditor protection. A court may grant a creditor relief from the limitations of this section if, in the opinion of the court, the ability of the servicemember to pay interest upon the obligation or liability at a rate in excess of 6 percent per year is not materially affected by reason of the servicemember's military service. (d) Definitions.6 In this section: (1) Interest. The term “interest” includes service charges, renewal charges, fees, or any other charges (except bona fide insurance) with respect to an obligation or liability. (2) Obligation or liability. The term “obligation or liability” includes an obligation or liability consisting of a mortgage, trust deed, or other security in the nature of a mortgage. (e) Penalty. Whoever knowingly violates subsection (a) shall be fined as provided in title 18, United States Code, imprisoned for not more than one year, or both.7 Now, they are telling me that they will not lower my interest rate although we are married because his name isn't on the account, but they are making up their own tweaks on the law in this joke of a business and not following what the law itself states! This is an outrage. I shouldn'thave to have such a headache while my husband is on active duty orders. No other credit card company has given me grief like this company!

Desired Settlement: That the company in question, Merrick Bank, follow the SCRA, Servicemembers Civil Relief Act, as the law states.

Business Response:

A review of Ms. E****’ account was conducted.  On July 11, 2015 Ms. E****’ sent information regarding her request for SCRA benefits for her Merrick account .  She is the spouse of a National Guard service member.  Under the Federal SCRA statue she/her account would not qualify for SCRA benefits.  That statue requires that the service member be the borrower or co-borrower on the account for which the benefit is requested.

However, California has its own statute that covers service members and in that statute the spouse or dependent is covered if the service member qualifies for the benefit.   The representative who spoke to Ms. E**** and the one who made the decision to deny her that benefit were mistaken.  Merrick has approved Ms. E****’ account for SCRA benefits under the California statute and she should receive a letter and some additional forms to complete in the next few days.  If she has any questions regarding this process or needs assistance with the forms she can contact us at ************ and a representative will assist her.

7/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to get a secured credit card with Merrick Bank and used western union to send the $200 plus the fee $25 western union charged. I didn't hear anything from them for about 3 weeks and called them ask if I was approved. The website stated if I sent my funds and wasn't approved I will receive my money back. The customer service agent told me when I called the first time that the credit department wasn't open and to call that following Monday but she can see that I was declined as of June 13th and should receive my money shortly. By July 1st after receiving nothing in the mail I called again. The representative, after hearing my complaint, apologized and said he is issuing out another check. Still haven't received anything and I called on July 24th on a Friday 2015 at about 2:30 p.m. Was told the card department was closed for a holiday. Couldn't tell me what the holiday is but I am unsatisfied and I will like to get my money back. I was denied and the bank won't give me my money back. Thank you

Desired Settlement: I will like to get my refund/reissue my money back to me.

Business Response:

Ms. P****** applied for a secured Visa credit card account on May 28, 2015.   At the time of the application Ms. P****** sent a $200 deposit for the account.  On June 16, 2105 a refund check was sent to the address on the application.  The check has not been cashed and Merrick will reissue the check.  In reviewing the application it appears that the full address was not included on the application. 

 

Ms. P****** should receive the refund check in the next 7-10 days.  I have attached a copy of the application received so that you can see the discrepancy with the address.  If Ms. P****** has not received the refund check by August 8th she can contact us at ************ and ask for the accounting department to check on the refund status.

Consumer Response:  
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,

Ashley P******

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted Merrick Bank customer service several times asking to have the payment made to my account updated. The account has been paid in full and they have not updated the account. It still shows a balance on my credit report. Every time I call I'm told it will be done, but I'm just getting the run around and no one is helping me to resolve this matter.

Desired Settlement: I want my credit report updated to show the correct balance which is $0.00.

Business Response:

Ms. O******* opened an account with Merrick in February 2014 and has used the account for the purchase of goods and services.  She made the payment to pay-off the balance on July 3, 2015 which is the same date as her statement cycles. 

 

The credit reporting for active accounts occurs on the cycle date of the account.  In regards to Ms. O*******’s account the statements cycle on the 3rd of each month for the next month’s payment due date.

 

Her account status will be updated with the credit reporting agencies on the 3rd of August.  Merrick does not know how long it will take those agencies to update her file on their end.

 

If Ms. O******* obtains a credit report prior to the 4th of the month the report most likely had not updated yet.

Consumer Response:  
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,

Leshawn O*******

7/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First I would like to say that I have tried resolving this with a minimum of 4 managers prior to going this route. I have actually posted positive reviews on Merrick Bank! I have never missed a payment in the 2 years that I have had them and i try and pay my bill in full every month to keep my Debt to income ratio low. Recently, I lost my card and had to order a new card. Merrick Bank replaced my card and DELETED 2 years of payment history from all three credit Bureaus. I found this out on a day i was applying for an auto loan and my score dropped over 100 points. By removing all of my payment history, it made it look as though I NEVER had any credit history at all. My score went from 680 down to 560! Literally overnight! The manager apologized and said that they would correct the error. I am a reasonable person and i know mistakes happen. Two days later when they updated my report, they reported all my on time payments for the last 2 years, but also reported the currant month 10 days before my billing cycle ended. My bill is not even due until tomorrow ( I pay it in full!) They fixed on mistake and then created another. All I want is for a manager to fix it. SOMEONE PLEASE HELP ME

Desired Settlement: Please HELP! Just report accurately please!

Business Response:

A review of Ms. B******’s account was conducted.  Ms. B****** informed Merrick that her card for the account was misplaced on June 17, 2015.  Merrick closed that account and re-opened a new one for her.  When this occurs on an account the old account history is moved to the new account number but that takes approximately 1-3 business days for the internal process to be completed and the information to be sent to the credit reporting agencies.  During that period of time neither account shows any history. 

 

A new card was sent to her and she received and activated it on or about the 20th of June.  Ms. B****** called Merrick regarding the missing credit reporting on July 6, 2015.  In the normal course of business the account is reporting to the credit reporting agencies on the cycle date, which for Ms. B******’s account is the 16th or 17th of the month.  In cases where the card is lost or stolen and a new account established the reporting is sent out when the new account is activated or within 2 business days of that activation.  When Ms. B****** called on the 6th the new account reporting had been sent to the credit bureaus and then it was sent again on the 7th after she called.  This is the reason that the current month reported early. Once the statement for the account cycles everything for that period of time gets reported.

 

How and why the credit reporting agencies show the information provided to them by Merrick is not something Merrick has control over.  Once the information gets sent the different reporting agencies show the information sent to them in different formats. 

 

Merrick is reporting the status of the account accurately when the report is submitted to the agencies.  The information is taken directly from the account and submitted to the credit reporting agencies.  Merrick is required to do so by bank policy and the FCRA.

 

I have attached copies of what is being reported along with statements reviewed for this reply.  

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I responded to a add for a credit card. I was approved for a 700 credit limit and if I paid 7 payments on time I would get a 700 increase. I get paid on the 30th and the 15th of each month. I pay all my credit cards on the 1st. On May first I logged into my account and paid my bill. On June first I logged in to pay my bill and noticed that when I had a late fee. I called the bank and they told me that I paid my May bill to soon and it was not applied to my May bill. I was livid. Because in January I was told to make sure that I pay my bill on the first not the 30th. Wouldn't you know it they refused my increase stating that I was delinquent in May. When Clearly I paid my bill in May. I was on the phone in June with these people and they indicated that I will get my increase July 4th. Called them on July 7th and was told that My increase was denied due to the May payment being late. They say I paid my May bill before the billing cycle which apparently changes every month according to the manager. I feel that these people are scamming the consumers and finding a way to manipulate on time payments not to honor what they promise to the customer.

Desired Settlement: I want them to honor what they offered me for accepting the credit offer. And a letter of apology for putting me through this stress

Business Response:

Ms. D**** accepted an offer of a Visa credit card from Merrick in De4cember 2014. Her payment due date is the 26th of each month.  The statements for her account cycle on the 1st or the 2nd of the month.  Ms. D**** has paid in advance of the statement cycle for the month of May 2015.

 

There are no pre-payments on revolving accounts any payments received prior to the statement cycle date will be applied to the most recent statement.  In this case the payment had been applied as an extra principal payment for the prior months’ cycle.  If Ms. D**** wishes to pay in advance of the due date on her account she must wait until after the 3rd of the month in which the statement is generated to ensure the payment sent is applied to the month she wishes it to be applied.

 

The statement cycling and due date of the account are standard industry practice for a revolving account and are in compliance with the CARD Act.

 

The cardholder agreement under Section 4 indicates the following;

 

…you must pay at least the Minimum payment shown on the Billing statement by the Payment Due Date.  Even if you pay more than the Minimum payment in one Billing Cycle, you still must pay the full Minimum Payment in future Billing Cycles…

 

Merrick has increased Ms. D****’ credit line to the DYL limit of $*****, as we believe she acted in good faith in making the payments on time, even though the May payment was too early.  Because she made that payment early she has incurred a late fee. As a courtesy Merrick has waived the most recent late fee that had been assessed on the account.  I have enclosed copies of the statements reviewed and the cardholder agreement that governs the account

7/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email yesterday from Merrick saying that my account was past due. I called today and apparently I am on paperless statements. I do not remember signing up for paperless statements, nor do I remember receiving any. I now have two late fees and a minimum payment that is four times the amount that it typically is. I called Merrick to try to remedy the situation. I was told to pay $62 dollars today and then I would have a payment of $79 on July. I explained that it wasn't possible to have a payment that high as July is our water bill month. The girl then told me to pay the $62 so I would have my available credit and then I could pay my water bill with that. (Water bill is $300...so she said to charge my groceries and gas...I have three children. $82 gets me like 3 days worth of food) She did nothing to help me with the fees or the minimum payment and I feel like I didn't do anything wrong. I always got a paper statement, so if I did switch to paperless, it was purely accidental because I like the reminder of getting the statement in the mail...so with being switched I now have these fees and minimum payments that I cannot afford.

Desired Settlement: I would like to see the late fees waived and my minimum payment adjusted back to normal.

Business Response:

Ms. S******** accepted an offer of an account in June 2014.  The account has been used for the purchase of goods and services.

 

Ms. S******** did not make a payment on the account for the month of May 2015 as shown on the statements attached.

 

The cardholder agreement that governs the account states the following in Section 2:

           

“No matter where Billing Statements are sent or when they are received, your obligation to make timely Minimum Payments and to pay all other amounts owed on the Account is not excused. “

           

I listened to the call Ms. S******** has with the customer service representative. The representative suggested alternatives to Ms. S******** in an effort to help with the payments due on the account.  They were suggestions only and there was no ill intent in the interaction.  Ms. S******** can contact Merrick again and find out about payment plan options.  Merrick has many plans available, she can contact us at ************ to find out if she qualifies for any of the payment plan options.  The representative did remove the paperless statement option at Ms. S********’s request. She will receive statements via the mail beginning in August.

 

I have enclosed copies of statement reviewed and the cardholder agreement that governs the account for your information.

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I have been a customer in good standing since opening my account.  I do believe that there is something that they can do in regards to the fees on the account and they are not willing to do so.  As previously stated, I do not remember ever intentionally signing up for paperless statements.  I cannot put an email in my bill organizer so I remember to pay it, so I would not have.  I was not offered any other payment options besides the one they offered me which was ridiculous and did not work for my budget this month.  I would like to resolve this quickly as I do not want to continue to be behind on my payments.  I have three children and little time to sit on the phone and call again, especially because it is the reason I called the first time and no other solution was offered.  Thank you for your assistance

Sincerely,

Jennifer S********

Business Response: As stated in the previous response Merrick has payment options available.  Ms. S******** can call us and we will be able to assist her with an option that will work for her.  Again the number to call for that payment plan assistance is ************

7/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have writing to Merrick Bank several times concerning a credit card account that is not mine. I have requested that they provide me with complete transactions and payment history with canceled checks, a copy of any signed contracts or agreements, and total proof of documentation on any outstanding balance you believe I owe. If not, please remove account ending **** from of my credit file with Equifax, Transunion, and Experian. This account is affecting my employment status for clearance. I have tried to contact Merrick Bank on numerous occasion only to be passed over to a collection agency/attorney office whom is unhelp and rude. Under the provisions of FCRA 623(a)(8)(D), of the accuracy of information you have posted on my credit file. On a few occasions I have disputed with all three credit bureaus Equifax, Transunion, and Experian pertaining to a credit card with Merrick Bank account ID account ending **** for the this account not belonging to me and the dispute was returned verified. After some further investigation on my part, I am confident that this account does not belong to me. In addition, the reporting to Equifax, Experian, and Transunion are inaccurate. In compliance with FCRA 623(a)(8)(D), and enacting regulations published at 74 Fed Reg 31484 (July 1, 2009) this Notice includes Identification of the specific information being disputed Transunion, Experian, and Equifax reporting for Account Number ending ****

Desired Settlement: I need this account removed from my credit report as soon as possible.

Business Response: After extensive research on the account in question, Merrick is unable to sufficiently validate whether or not the account had a balance remaining on it when it was purchased from Plains Commerce Bank in 2010.  Therefore Merrick has deleted its tradeline from Ms. C******'s credit file.  I have attached a copy of the ACDV submitted requesting the deletion.  Ms. C****** should see the Merrick trade deleted in 5-10 days from all three credit bureaus.

Consumer Response:  
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.  I would also like for Merrick Bank to send my a letter stating the above following for my records.

Sincerely,

Anieka C******

7/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received multiple calls a day from their collections dept. Sometimes when I answer the phone no one is on the other line. When someone was actually on the line when I answered, I told them that I could not pay what I owed because I had just started a new job and would not be getting paid for three weeks. The lady seemed to understand what the problem was. I asked if this would stop collection calls as I do not appreciate being called multiple times in a row (one time it was three call in a two and a half time period). The lady said that she cannot control how often the calls come because they are in a system that is set to keep calling until they talk to someone. She did say that the calls would stop for about a week, then start up again. About a week went by and the calls started again, I was at work so could not talk with them. My wife was able to get to the phone for one of the calls and told them that I wouldn't be home till later. After I returned from work, someone called and I spoke to the lady, I do not recall her giving her name. I explained that I want to make a payment but would not be able to for another 2 weeks. She tried to get me to set up a payment arrangement, I told her that I did not have an account with a bank to set anything up. She did not seem to like that. I asked this lady if she could stop the calls from happening so many time a day and that I felt like I was being harassed, she got really upset at this, told me that it is not harassment as long as the calls were to collect money. She said something about the only way to stop the calls was to cancel my account. We got into some sort of argument,, I was trying to tell her to close the account, but I'm not sure she heard as she was doing very well to not listen to what I was saying so that she could say whatever is was that she wanted to say. At that time I was furious with the way the call was going and hung up, that was unprofessional of me and I do apologize for what I did.

Desired Settlement: Cancel my account and cease calls. I would prefer to be notified my mail as it is easier for me to keep track of letters than it is calls.

Business Response:

Mr. H****** accepted a “pre-screened” solicitation for an account in March 2015.  The account has been used for the purchase of goods and services.   Merrick has placed a temporary do not contact flag on the account.  This flag will remain in place for 120 days.  This will allow Mr. H****** time to contact us to explore payment plan options.  Merrick has many payment plans available.  All of these plans require that the account be closed to new purchases.  Many have lower interest rates and some have fixed payment amounts. 

 

Merrick has closed the account as requested by Mr. H******.  However he is still responsible for payments as agreed on the balance and if the account is not paid a possible negative credit report could result from the non-payment of the account.  Merrick encourages Mr. H****** to contact us at his earliest convenience to work out a payment arrangement.   

 

7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is reporting on my file that this account ************ has a balance of 1,081.00 which is inccorect the reason is charge off.

Desired Settlement: To have this account reflect that it is 0 balance ant to have it removed from my credit file.

Business Response:

Otha W***** opened an account with Merrick in September 2008 and used the account for goods and services. The account became delinquent and subsequently charged off by Merrick.  A charge off is an account function and not a forgiveness of the debt.  Consumers with charged off debts are still obligated to pay those debts.

 

The account which has been owned by Merrick since it was originated is currently being reported as a charge off.  The account was charged off July 2010.  The reporting of the account status to the credit reporting agencies is correct as is required by the Fair Credit Reporting Act.  Merrick will not change of delete that reporting to do so would be a violation of the Act.  Enclosed are copies of statements reviewed on the account.

Consumer Response:  
Complaint: ********

I am rejecting this response because: This account is reporting on my file inaccurately.

Sincerely,

Otha W*****

Business Response: The credit bureau reporting is correct and accurate according to the account information and the status of the account is correct as a charge off. There will be no change in the reporting status nor will Merrick remove the trade line from the file.  To do so would be a violation of the FCRA and bank policy.

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is in regards to my mother's account Patty * K****** dob ******** phone **********. My mother died on Feb. 3, 2015. I have subsequently called Merrick bank in Feb, March, May and June of 2015 after they continue to call my elderly father up to 8 times per day and up to 9pm EST. I am the POA and have sent in the death certificate and POA paperwork twice and they state they never received it. Once again today after asking them to contact me only, they have called my father 4 times today 06/26/2015. I again called and spoke to a manager Steve and have faxed the paperwork to him twice. I have also asked they do not call my father at all and that there is no monies in an estate as there was just enough money to pay funeral and medical expenses only. Merrick Bank is the only financial company that has harassed us since my mother died in February and I have sent them all the same paperwork as you have been sent.

Desired Settlement: Stop calling and harassing my father, remove the phone number and cancel the account due to the account holder in deceased.

Business Response: The phone number being called has been disassociated with the account. The account has been flagged as account owner deceased. There will be no further contact with anyone concerning this account.  Merrick apologizes for any distress this may have caused the family.

Consumer Response:  
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,

Rebecca H******

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a Merrick bank secured credit card, and on initial application, and credit check, the email they sent me was a welcome email as an new customer. Merrick bank then issued an email explaining the secured method to send payment to fund my secured credit card account. I used the money gram option and sent $200.00 on June 03, 2015. Two weeks went by with no contact so I called Merrick bank to see what was happening, and at that time they told me I was denied the credit card, and they said they were holding on to my money for two weeks, and then they would issue a refund. It has now been almost 4 weeks, and I still have not received my money. I have never heard of anything like this. I feel very mislead and I have suffered being without my $200.00 for so long. This seams like a very suspicious process to prey upon people with not so good credit, and then use there money for over 1 month to do whatever they want. Please help me with this matter.

Desired Settlement: I would like this process of Merrick Bank secured credit card to exposed to the governing bodies of the banking institutions, and a public warning issued to what I believe to be a fraudulent process. I would also like my money returned to me immediately.

Business Response:

A review was conducted.  Mr. O****** applied for a secured card on June 1, 2015.  The application was declined because of an open bankruptcy.  Mr. O****** sent in a deposit of $200 for the security on the account.  

 

A disclosure is made at the time the application that the refund of the deposit could take up to 30 days to be returned.  Mr. O******’s refund was sent to him via regular mail on June 19, 2015 to the address on the original application.   The funds are kept in a non-interest bearing account so Merrick derives no benefit from keeping the funds.

 

An example of the disclosure on the secured card application on Merrick’s website is attached for your information.

 

Consumer Response: Complaint: ********


I am rejecting this response because:  The initial application process required my DOB, and Social Security # at that time Merrick Bank ran a credit check which is reflected on my credit report.  That is when they sent a welcome email as new customer, and instructions on how to send the security deposit.  If my bankruptcy statues was the reason for decline, then the decision should have been made at time of initial credit check process, not after they send you a welcome email requesting you send money to them.  I don't appreciate Merrick bank disclosing the reason for denial in this inquiry that is personal information, and not appropriate to disclose.  I just received my refund which was dated (06/19/2015), however the actual postage date on envelope was (06/25/2015), another delay tactic.  I have included a copy of the welcome email from Merrick Bank for your review.  I'm only one person can you imagine how many people this is happening to, and I would like Merrick Bank to disclose how much the value of the "non-interest bearing account" really is.  I'm happy to have received  my refund, and  most certainly have learned my lesson dealing with Merrick Bank, and as far as I'm concerned this matter is over..

Sincerely,

Edward O******

6/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank has called my house continuously. I work from 6 am until 9 pm everyday! Here is a record of when they have called starting with June 9th 2:21 pm, 5:55 pm, 7:13 pm; June 10th 8:37 am, 5:21 pm; June 11th 3:31 pm, 6:28 pm, 6:48 pm; June 12th 8:42 am, 5:47 pm, 8:09 pm; June 13th 10:55 am, 11:51 am, 3:16 pm, 4 pm; June 14th 3:55 pm, 5:09 pm, 7:23 pm; June 15th 9:05 am, 3:41 pm, 7:01 pm, 7:27 pm,

Desired Settlement: Stop calling my house!!! This is harassment! As you can see from the dates and times above, they are harassing me and when my sister tells them I'm either not home or I'm taking bankruptcy and the lawyer to call, they ignore her. She took the papers over for me! She has already told them about my lawyer and bankruptcy!

Business Response:

Ms. D***** accepted a “pre-screened” solicitation for an account in August 2011.  The account has been used for the purchase of goods and services.   Merrick has placed a temporary do not contact flag on the account.  This flag will remain in place for 120 days.  This will allow Ms. D***** time to contact us to explore payment plan options.  Merrick has many payment plans available for situations like the one Ms. N***** is facing.  All of these plans require that the account be closed to new purchases.  Many have lower interest rates and some have fixed payment amounts.  The review did not show any information from Ms. D***** or her designate regarding any attorney information or a request to cease calling on the account.

 

Merrick is required to accurately report on the accounts it reports to the credit bureaus.  If Ms. D*****’s account becomes delinquent a negative report may be sent and if a serious delinquency occurs a “charge-off” report could be the result.  Merrick encourages her to contact us and find out about the various payment plans that may help with her situation or to provide her attorney’s name and phone number.  

 

Ms. D***** can contact us at ************ to discuss what payment plan may work best for her situation.  If she does not contact us prior to the 120 day expiration we will again attempt to contact her regarding the account.   I have enclosed a copy of the application for the account and the cardholder agreement that governs the account.

6/24/2015 Billing/Collection Issues | Complaint Details Unavailable
6/22/2015 Billing/Collection Issues | Complaint Details Unavailable
6/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I missed a payment for the month of April so when May came, I payed the minimum for April and May. I was charged TWO late fees and was told that because I payed my balance too early(The beginning of May) I would have to pay the late fees, regardless, of the fact, that I already payed for both months. And they offered to fix it AFTER I payed the late fees!! What is there to fix if I'm already paying for it?! That's bull! Needless to say, I've closed my account which I hate because I was trying to build a credit history. I guess you live and you learn.

Desired Settlement: Please fix the late fees. It's insane to be charged for paying "too early". Absolutely insane.

Business Response:

Ms. **** accepted an offer of a Visa credit card from Merrick in January, 2015. Her payment due date is the 27th of each month.  The statements for her account cycle on the 2th or the 3th of the month.  Ms. **** has paid in advance of the statement cycle for May, 2015.

 

There are no pre-payments on revolving accounts any payments received prior to the statement cycle date will be applied to the most recent statement.  In this case the payments have been applied as an extra principal payment for the prior months’ cycle. 

 

The statement cycling and due date of the account are standard industry practice for a revolving account and are in compliance with the CARD Act.

 

The cardholder agreement under Section 4 indicates the following;

 

…you must pay at least the Minimum payment shown on the Billing statement by the Payment Due Date.  Even if you pay more than the Minimum payment in one Billing Cycle, you still must pay the full Minimum Payment in future Billing Cycles…

 

Because of the manner in which Ms. **** made the April/May payment she received a late fee for April because the payment was received after the 27th and one for May because she made the payment on the cycle date for that month which was the 2nd. 

 

Merrick has as a courtesy waived the two late fees on the account in the amount of $65.00.  We have also “re-aged” the account so that now it is due for June 27th payment and that amount is $35.00.  Ms. **** will need to make that payment on or before the 27th of June to avoid another late fee being assessed to the account.  Ms. **** will see the adjustments described on her next statement.

6/16/2015 Billing/Collection Issues | Complaint Details Unavailable
6/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made two payments with my checking account. The funds were in my account, days later I checked my account. I noticed it said I was 200 dollars negative. I called to speak with a CSR and supervisor, I was told my payment was returned due to non active account and I needed to speak with my bank. I check with them and everything was fine. Later, I called and explained everything to the next CSR represented who was very rude and unprofessional! I was getting not where with *****, REP KG3. I spoke with a friendly Supervisor who later explained that I need a letter from the bank stating I can use MY checking account to pay MY credit card. This makes no sense at all. I need clarification regarding this matter. Also, the first Supervisor I spoke with, said I wouldn't know until payment date if Ill get charged a return payment fee. I feel as I shouldn't I made my payment, money in my account, this is clearly an error on Merricks end, not mine!

Desired Settlement: Billing adjustment if I occur ANY returned payment fees. CSR and Supervisors to get accurate info, professionalism, and respect for customers, especially for new customers like myself. Also, if a payment was returned for any reason, immediate notification should be emailed or a call, not a letter in the mail which will take a considerable amount of time!

Business Response:

A review of the account of Naomi S**** was made.  Ms. S**** opened the account in May 2015 and has used the account for the purchase of goods and services.

 

I have enclosed copies of the rejections by Ms. S****’ bank of those payments.  2 payments from June 5, 2015 were returned unpaid.   The return codes on the rejection for the returns are R20 which means “non-transactional account”.  This was the code placed on the return by her bank American Express Centurion Bank.

 

Ms. S**** spoke to a supervisor regarding the account and the retuned payment on June 11, 2015.  The supervisor explained that Ms. S**** would need to obtain a letter from her bank explaining that her account was in good standing with them and that it was the type of account that could be used to make on-line payments.  Ms. S**** has not provided that information to Merrick.

 

It is Merrick’s policy to only accept payment made via checking or savings accounts.  We do not accept payment made via any other type of account or payments made with debit or credit cards. This is set forth in the cardholder agreement that governs the account in Section 3 of that agreement.

 

I have enclosed the application for the account, copies of the retuned payment and the cardholder agreement that governs the account. 

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I did not use a credit card to make a payment. It is my checking account, I provided the routing and account number. 

Also, I recieve no apology for bad CSR *****. This is no way to treat a customer!!


Sincerely,

Naomi S****

Business Response: Merrick will apologize if the representative was less than professional in the interaction with Ms. S****.  However, the issue remains that it was Ms. S**** bank who rejected the requested payment and Ms. S**** is the only one who can remedy this issue.

6/10/2015 Billing/Collection Issues | Complaint Details Unavailable
6/9/2015 Billing/Collection Issues | Complaint Details Unavailable
6/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/13/2013 I entered into a contract with Merrick Bank DBA as Cardience for Merchant Account Services. I signed the contract after reading the small print but there is no disclaimer of cancellation fees. This week I tried t cancel my Merchant account with Merrick Bank and was informed that I would be charged a $395 cancellation fee and that it had been my personal responsibility to GO TO THEIR WEBSITE AND READ THE TERMS OF THE CONTRACT BEFORE SIGNING. I cannot believe that I am held responsible for cancellation fees that are NOT LAID OUT IN MY SIGNED CONTRACT.Please help me resolve this issue as soon as possible.

Desired Settlement: Anullation of undisclosed Contract Cancellation Fees

Business Response:

A review of the merchant agreement between ********* ****** and ******* Payment/Cardience (“the ISO”) was conducted.  The ISO is an independent agent and not an employee or affiliate of Merrick Bank. The ISO sell/leases card swipe machines and settlement services to merchants.  Merrick’s part of that agreement is to provide settlement services for the merchant clients of the ISO.

 

********* ******’s agreement with ******* contained terms and conditions that within the agreement the merchant either gets a copy of those terms or agrees to view them electronically on *******’ s website.   In the terms and conditions is the notice for assessment of an early termination fee not to exceed $400.00.  When ********* ****** called to cancel the agreement they were informed of this fee.  The ISO also sent them an email notice of the fee.  During the phone call with ******* the merchant requested the termination paperwork which was sent to them.  ******* also made two phone call attempts to contact the merchant regarding the termination fee, but received not call back.

 

After all of these attempts ******* assessed the termination fee to the merchant and closed down the account.  Pursuant to the terms of the agreement the fee is valid and proper.  If the merchant wishes to discuss this further they can contact ******* to discuss.  I have attached copies of the merchant agreement, the terms and conditions and the email sent to the merchant from *******.

5/26/2015 Billing/Collection Issues | Complaint Details Unavailable
5/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my statement over 2 months ago 977.50 charged to my account concert tickets I did not order after 10 phone calls and and over 60 days of waiting they tell me to take up with merchant have not received told merchant just send tickets tired of hassle and I Would sell them still no tickets I want credit on my account

Desired Settlement: Just want credit for something I did not order or receive thanks

Business Response:

A review of the issue regarding the request for a chargeback on a purchase of concert tickets by Mr. **** was made.  On February 18, 2015 Mr. **** contacted Merrick regarding a dispute of charges by ***** **** ******* for the sum of $****** that was billed to his Merrick account in February 2015.  A letter was sent to Mr. **** requesting information needed to document a billing dispute.  On March 19, 2015 Merrick attempted to contact Mr. **** regarding the dispute as no documentation had been received from him.  No response to that call was received and another letter was sent to Mr. ****.

 

Another attempt on April 9, 2015 was made to contact Mr. **** to get the information necessary to begin the investigation into the dispute from February, again no contact was made but a message was left on the cell phone number for the account and an additional letter was sent regarding the dispute.  Mr. **** called back on that same date and indicated that the tickets had been delivered but that he had returned them to ***** ***** via Fed-Ex.

 

On April 27, 2015 the dispute was closed,  the merchant refused the charge-back indicating that they had provided Mr. **** an authorization after the tickets were purchased.  The merchant indicated that they never received the tickets back by Fed-Ex return. The tracking number provided by Mr. **** is not a Fed-Ex tracking number.

 

Merrick explained to Mr. **** that without some proof that he had followed the cancellation policy or made any attempt to resolve the issue with ***** **** ******* there was nothing Merrick to do to assist him with his dispute.

 

On April 30, 2015 Mr. **** again contacted Merrick regarding the disputed ticket purchase.  On that date the representative had a 3 way call with Mr. **** and the merchant, ****** at ***** **** ******* indicated on that call that the tickets were “non-refundable” and despite the attempt to return the tickets they will not honor the charge-back request.  During the call with the merchant Mr. **** indicated that he did not accept the tickets when Fed-Ex attempted to deliver them and had no proof they were returned to the merchant.

 

Unfortunately, Merrick has exhausted its ability to assist Mr. **** with his dispute.  He will need to deal directly with the merchant in an attempt to resolve this issue as there is nothing else Merrick can do once the merchant refuses the charge-back of the disputed amount.  This is in accordance with the Visa and MasterCard rules and policies.

 

5/23/2015 Problems with Product/Service | Complaint Details Unavailable
5/22/2015 Problems with Product/Service
5/21/2015 Billing/Collection Issues | Complaint Details Unavailable
5/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On account,made two payment in December on the 16th and the 27th of 2014. The december 27th payment was for the January bill. December 27th payment was not post to January bill causing the account to be late. Then company say I made payment on the 25th of February when I made it on the 24, causing my account to be 60 days late and report to the credit report bureaus as being late.

Desired Settlement: Report not late in January 2015 to the credit report bureaus on account *******************.

Business Response:

There are no pre-payments on revolving accounts any payments received prior to the statement cycle date will be applied to the most recent statement.  In this case the payments have been applied as an extra principal payment for the prior months’ cycle.  If Mr. ****** wishes to pay in advance of the due date on her account he must wait until after the 26th of the month in which the statement is generated to ensure the payment sent is applied to the month he wishes it to be applied.

 

The statement cycling and due date of the account are standard industry practice for a revolving account and are in compliance with the CARD Act.

 

The cardholder agreement under Section 4 indicates the following;

 

…you must pay at least the Minimum payment shown on the Billing statement by the Payment Due Date.  Even if you pay more than the Minimum payment in one Billing Cycle, you still must pay the full Minimum Payment in future Billing Cycles…

 

Because of the manner in which Mr. ****** has been paying the payments on the account he has incurred a late fee. As a courtesy Merrick has waived the most recent late fee that had been assessed on the account. The credit reporting cannot be changed.  The status reported for the account is correct and accurate according to the history of the account.  Merrick is required to report accurately the account reporting to the credit reporting agencies.  To change or modify that would be a violation of the FCRA and the Bank’s policies

5/19/2015 Billing/Collection Issues | Complaint Details Unavailable
5/15/2015 Problems with Product/Service | Complaint Details Unavailable
5/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to you regarding my closed account with Merrick Bank. I opened this account with Merrick Bank in 2013. I made my payments on time until July 2014. I experience a personal tragedy in July of 2014. My 24 year old daughter passed away. Her death was unexpected. ****** was admitted into the hospital and diagnosed with pneumonia. She died the next day. Upon the death of my daughter, I was crippled with grief and I did not make my credit card payments. This was not a willful act on my part. I did not remember to make the credit card payment. My focus was on funeral arrangements. I also lost my housing and began living with relatives. When I realized my error my account was closed. I began to make payments on the remaining balance. I believed that my account was fully paid in January of 2015. I did not know that $1 was outstanding until I applied for an apartment and was not approved because I owed Merrick Bank. When I learned this, I made a payment to Merrick Bank. Once I made the payment Merrick Bank credited my account and refunded my payment. I recently learned that the $1.00 was an interest charge. I am now trying to obtain my own housing. I am unable to rent an apartment because my credit report shows late payments in the last 12 months. My potential landlord is willing to overlook the late payments during the time of my daughter's death. The landlord is not willing to overlook the January-April late payments. I am wrote to Merrick Bank and asked that the late payments be removed from my reports as I was not aware of the balance on my account. My account with Merrick Bank was in good standing for more than 1 year prior to the death of my daughter. I did not receive any correspondence informing me of the $1 balance. Please help me. I am trying to rebuild my life after the devastating loss of my daughter. My first step is to have my own place to live. I am requesting that the January 2015-April 2015 payments not be reported as late on my credit report. I received no written correspondence or telephone calls from Merrick Bank regarding $1.00 being owed on my account. My account does not reflect late fee charges from January 2015-April 2015 late payments. I do not understand why Merrick Bank credited my account and refunded my payment and is reporting that I made late payments. Why would a company refund money and report that I was late paying the money that the company refunded? I have spoken to several representatives and made a written request to Merrick Bank. My requests have been denied and I have not received an explanation regarding the lack of written correspondence related to the $1.00 balance.

Desired Settlement: I would like for the inaccurate January 2015-April 2015 late payments to not be reported to Experian, Equifax, and Transunion. I was not notified of owing $1.00 and when I paid the $1.00 I received a refund.

Business Response: A review of Ms. ** *****'s account was conducted.  It does appear that she paid the account off but did not close it.  As a result the annual fee and resulting finance charge continued to be assessed to the account.  Because the balance was fees and because Ms. ** ***** made a good faith effort to pay the account Merrick has strictly as a courtesy removed the past due reporting to the 3 major credit reporting agencies.  Merrick submitted that request today but it can take the credit reporting agencies up to 30 days to change the file.  Ms. ** ***** should re-check her credit report after June 14 to ensure the changes have been completed.

Consumer Response:  
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.   I would like to receive a letter from Merrick Bank specifically stating that the late payments will be removed.  Please ask Merrick Bank to fax the letter to my attention at ************.  Please notify me if Merrick Bank agrees to fax the letter.

Thank you for your assistance with this matter.  

Sincerely,

****** ** *****

5/13/2015 Billing/Collection Issues | Complaint Details Unavailable
5/13/2015 Billing/Collection Issues | Complaint Details Unavailable
5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I enjoyed being a Merrick Bank customer untill I lost my job in 2009. In 2014 I spent years of repairing my creditworthiness and worked 3 jobs just to save enough money to purchase a house. I learned from my agent that Merrick Bank was reporting two accounts for me that had a balance. Without thinking twice i paid them off in the settlement that your company offered. I was not informed of the terms and never recieved a copy of our agreement. I learned today from a phone call that you will keep reporting negative information on my credit report for 7 additional years from 2014. You will cost me thousands of dollars in interest and hurt my reputation from a debt from 2008. I owe no money to Merrick Bank and have repeatedly asked for information to be furnished to me which I am entitle to under the FCRA.,

Desired Settlement: Remove me from reporting to the 3 credit bureaus and I will be happy to promote your services to my clients.

Business Response:

A review shows that Mr. ****** had two separate ******** MasterCard accounts. They were opened in April 2008.  The accounts became delinquent and charged off.  Mr. ****** subsequently paid a settlement amount on both accounts.  The accounts have been updated with each credit reporting agency to “Settled for less than full balance”.

 

Merrick does not continue to report charged off accounts once the charge off has been submitted to each of the credit reporting agencies.  The date of first delinquency is the date that drives how long a derogatory report will remain on a credit file.  Merrick has not changed that date which is March 22, 2009 for the account ending in **** and September 4, 2008 for account ending ****.   The history of the account is maintained by the credit reporting agencies.  Good credit information can remain on a file indefinitely; derogatory information can remain on a file for 7-11 years. 

 

Merrick is required under the Fair Credit Reporting Act (“FCRA”) to accurately report the status of accounts it reports to the credit bureaus.  This is also the Bank’s policy.  The various statuses’ reported on the account were and are accurate for that given point in time and Merrick will not remove or alter that information.  To do so would be a violation of FCRA. 

 

I did not find any credit bureau disputes or requests for validation of the debt received on either account.  If such a request had been made Merrick would have responded to each request as required under the Act or policy of the Bank.

Consumer Response:

Also according to FCRA i am entitled to physical proof of the date you claim I became delinquent. I reject this response as hearsay and believe you are negotiating in goodwill as thousands of other companies do so. Please grant me my request or I will have my attorney Mr. ******* ******* follow up for me.

Thank you very much

 


Complaint: ********

I am rejecting this response because:

Sincerely,

******* ******

5/8/2015 Billing/Collection Issues | Complaint Details Unavailable
4/29/2015 Problems with Product/Service | Complaint Details Unavailable
4/23/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June of 2014, My Wells Fargo bank account was frozen due to fraudulent activity, This was the bank account my payments to Merrick Bank came from, Unfortunately, I had just made a payment of $300 to my Merrick bank card the day before. The payment was sent back since the account the payment was made from was frozen, I figured, since the payment was made prior to the bank account being frozen that it went through. I was wrong, I didnt use my Merrick credit card often, but when i went to a few months later, It was declined, but i knew i had more than enough to cover my transaction. I logged into my Merrick account to check funds, It said i had a balance of xxxx and my limit was xxxx, all my payments were made on time, so there was money on the card, but it said my available credit was 0.00. I called to find out the "mistake" and correct it but they told me the card had been closed due to high risk of return payment because the payment that had been returned that i was unaware of. At this point in time, my payments had still ALWAYS been made on time and usually a great deal more than the minimum was paid. I had never even received a letter from them stating they were closing the card. When i called, they told me they would be unable to re open the card, so i complained to the BBB. Once i did that, they responded stating that if i sent them the letter from the bank stating that my bank account was infact frozen due to reasons out of my control, they would re-open the account. I did that & waited, and waited, and waited, finally i called & they said, they never got the letter. informed me to send it via mail instead of fax, so i did that, here it is a month later, still no call, so i called them & they told me yes they got it but they are unable to open the account since it was closed more than 30 days. Well... it was closed more than 30 days the FIRST time i called & they told me to send the letter to reopen.... so now their still refusing to reopen even after telling the BBB they would.

Desired Settlement: I would like for my card to be re-opened immediately as the payments have been made on time each month since the card was opened almost 3 years ago. I would also like for them to do a courtesy retraction of that late payment that they reported to the credit beureu since this payment WAS made on time and was out of my control that it was returned and i was never notified.

Business Response: Merrick has reviewed the account and the information provided by Mr. ******** and have as of today reinstated the account.  A new card, and disclosures will be sent to him at the address of record.  A representative from the Bank called and spoke to Mr. ******** regarding this request.  If there are any other issues please contact us at ************.

Consumer Response:  
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,

****** ********

4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/16/2015 Billing/Collection Issues | Complaint Details Unavailable
4/15/2015 Billing/Collection Issues | Complaint Details Unavailable
4/9/2015 Billing/Collection Issues | Complaint Details Unavailable
3/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I made an over payment to Merrick bank in the amount of $716.79 on 2/21/2015. I assumed they would send me a refund check. I contacted them after speaking with my bank who said they by law had to issue a refund check. Today on 3/20/15 I was told that it would take 30 days for them to process my check, I asked for a supervisor and this information was repeated to me. Her name was *****, ID is ***. She said that they don't issue checks for over payment until they are contacted by consumer. She said this is corporate policy. I said if I was 60 days late on a payment I would incur two late payment fees with an interest rate increase. They are now making interest on my money. She said that because the check is for more than $100 that is how long it takes. I said, you are a bank, and it takes 30 days to process a check?? There is something very wrong with this situation. They should have two weeks max to complete this transaction. If not, there should be interest paid to the consumer. By the way, I over paid ****** and they will be sending me a check within 7 to 10 business days.

Desired Settlement: I would like a check for $716.79 within 7 to 10 business days, with an increase to the amount by $2.00 a day if I do not receive the check by 3/30/2015.

Business Response:

A review of Ms. ***** account was conducted.  On February 19, 2015 Ms. ***** made a payment to her Merrick Visa Credit card account that resulted in an overpayment and a credit balance to the account.  Bank policy and the cardholder agreement that governs the account sets forth in section 14 how excess payments and credits are treated.  It states as follows:

If payments and credits poste to the Account exceed what you owe, you will have a credit

balance with us, which maybe offset against future Purchases or Cash advances that occur. If a credit balance persists for five Billing Cycles we will mail a check to you for the amount of the credit balance. If you make such request for a refund of the credit balance verbally we will send it to you within 30 days,  if in writing we will send the refund to you within 7 business days.

 

Ms. ***** contacted us and verbally requested the refund on March 20, 2015, the representative who spoke to her explained this policy to her and told her that a request to expedite the refund would be made and if approved the refund would be sent in the next 7 business days.  It appears from the notes on the account the approval for the refund was completed today March 23, 2015 so Ms. ***** should have the refund of $****** in the next 7 business days. There is no interest paid on credit balances.  If she has not received that by April 2, 2015 she can contact us at ************ and find out the status of the refund.  

3/26/2015 Problems with Product/Service | Complaint Details Unavailable
3/25/2015 Problems with Product/Service | Complaint Details Unavailable
3/24/2015 Problems with Product/Service | Complaint Details Unavailable
3/20/2015 Billing/Collection Issues | Complaint Details Unavailable
3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid this account off with MErrick. When I paid it off it was conveyed to me that this would be deleted from my credit report. However, it has not been yet removed. I feel that I paid them in good faith and they should not have the continued desire to continue to bash my good name.

Desired Settlement: I would like this account deleted form all of my credit reports.

Business Response:

A review of Mr. ******** account was conducted.  Mr. ******** accepted an account from Merrick and used that account for the purchase of goods and services.  The account was opened in September 2011.  The account was delinquent and subsequently charged off in October 2012 for nonpayment.  Merrick does not report accounts as past due until the payment is 45 day past the due date.

 

            Mr. ******** accepted a settlement offer on the account in April 2014 and made a lump sum payment for 60% of the balance on the account and the remainder of the balance was forgiven.  Merrick does not enter into agreements to pay to delete its trade line.  That would be a violation of the FCRA which requires accurate reporting on account reported to the credit bureaus.  The account has been reported as “settled in full for less than full balance”.

 

            Merrick reports the same information to all three of the credit reporting agencies.  How those agencies choose to show the information reported to them is not something Merrick has any control over. According to the history of the account the reporting of Mr. ******** account is correct and accurate as required by the Fair Credit Reporting Act (“FCRA”).  Merrick will not remove or modify the reporting.

3/4/2015 Problems with Product/Service | Complaint Details Unavailable
3/3/2015 Problems with Product/Service | Complaint Details Unavailable
3/3/2015 Problems with Product/Service | Complaint Details Unavailable
2/25/2015 Problems with Product/Service | Complaint Details Unavailable
2/18/2015 Billing/Collection Issues | Complaint Details Unavailable
2/18/2015 Billing/Collection Issues | Complaint Details Unavailable
2/17/2015 Billing/Collection Issues | Complaint Details Unavailable
2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE HAD A CAMPER FINANCED WITH MERRICK ON AUTO PAYMENTS THEY DEDUCT 178 FROM OUR CHECK ACCT EVERY MONTH. WE TRADED IN CAMPER IN JANUARY AND LOAN WAS PAID OFF WITH AN OVERAGE AND ALSO THEY DEDUCTED OUR JAN PAYMENT, UNDERSTANDABLY SO BECAUSE IT WAS ONLY A DAY OR SO AWAY. MY HUSBAND HSA CALLED A FEW TIMES AND GETS A DIFFERENT STORY EVERY TIME SO I CALLED ALSO AS THEY TOLD HIM THEY HAVE TO WAIT 60 DAYS FOR MY CHECK TO CLEAR I AM ON AUTO PAYMENTS!!! SO I CALLED AND FIRST THING OUT OF ****'S MOUTH WAS YOUR ACCT IS 17 DAYS LATE?????? NOW I AM FURIOUS WHAT TERRIBLE CUSTOMER SERVICE AND I AM IN THIS COLLECTION BUSINESS!! I WANT MY PAYMENT OF 178 AND SOME CHANGE REFUNDED NOW AND THE OVERAGE SENT BY ****** ** FOR THE OVERAGE AS WE FINANCED THIS ALREADY FOR OUR NEW ONE AND ALREADY HAVE A NEW CAMPER......THIS NEEDS TO BE RESOLVED TODAY LEFT VM FOR *** ***** AND I WANT ALL DOCUMENTATION ON THIS 50 DAY DELAY ON AN AUTO PAYMENT SENT TO MY EMAIL ********@GMAIL.COM AND I ALSO WANT REFUND CHECK IN MAIL TO ME WITHIN 7 DAYS.

Desired Settlement: MONEY OWED TO ME!

Business Response:

A review of Ms. **********’s account was conducted.  Ms. ********** had an RV loan with Merrick that had automatic payments set up for each monthly payment.  Ms. ********** trade in her RV financed with Merrick in January but she did not stop the auto payments on the account.  When the payoff was received the auto payment was also deducted that same day.  This caused an error in the system that prevented the payoff from posting to the account.

 

The payoff has been accepted as of the 20th and no further interest or fees have been charged as of that day.  We have requested that the refund be expedited to Ms. ********** and should be sent to her by the 11th via overnight mail in the amount of $******, which is the payment of $****** and the overpayment on the payoff of $*****.

 

This was an unusual circumstance and Merrick apologized for any distress this has caused Ms. **********. 

2/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to pay my account in full but was declined. I was told that I could not pay my account in full because my address was not current on the account and until I provided a new address that I could not pay my bill.

Desired Settlement: At this point I feel that I tried to fulfill my contractual obligation to this company and that by failing to accept that payment that I am no longer liable for this account. I want this account removed from my credit report at this point.

Business Response:

A review of Mr. *******’s account was conducted.  The reason why Mr. ******* could not pay the account on line was because he had made too many attempts to log in and that locked his on line account.  He could have called customer service and had the password reset and continued with the payment he intended to pay.  The block had nothing to do with his address.  There was no direct communication with Mr. *******.  Merrick records all phone calls and there were no calls received from Mr. ******* regarding the attempt to make a payment. 

 

Mr. ******* used the credit card account to make purchases and he is now obligated to pay Merrick Bank those amounts together with the fees and charges authorized in the Cardholder Agreement.  Merrick will not remove or modify the reporting of the account as that would be a violation of the Fair Credit Reporting Act (“FCRA”).  The information is accurate and correct according to the account history.

 

If he wishes to discuss payment of the debt he is legally obligated to pay, please contact our Special Collections department to discuss payment of the obligation their number is ************.

2/3/2015 Billing/Collection Issues | Complaint Details Unavailable
2/3/2015 Billing/Collection Issues | Complaint Details Unavailable
2/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Regarding having a Merrick Bank Secured Card. I was lured into thinking when signing up that I can get automatic increases with Merrick bank. I applied for a Merrick Bank Credit Card through CreditKarma.com in April 2015. I was directed by many websites that had the same information that was up-to-date, including creditcards.com. It states "Get regular unsecured increases without an additional security deposit." I contacted Merrick Bank customer service on 12/25/14, and talked to a Customer Service Representative. He was polite and put me on hold several times to check with his "supervisor". He came back and said that "We cannot verify this, can you fax us something? Our systems are updating." He said "I have never heard of that." I directed him to the Merrick Bank application and he said that he didn't have access. I informed him that it stated it when I got the card in bullet points, he said maybe the info changed. He wasn't very knowledgeable. He put on hold 4 times. I am requesting an increase to my credit line as I was duped into thinking that I could get regular increases on a secured credit card. I also checked many blogs from as recent as October 2014 and November 2014 and other customers are getting increases from $50.00 to $200.00 on the SECURED credit card, which I have. ---- From: http://www.reviews.com/secured-credit-cards/secured-visa-from-merrick-bank/ Credit limit increases: With the Secured Visa® from Merrick Bank, it is pretty easy to get your credit limit increased. As we are still recuperating from the effects of the recession, it is increasingly more difficult to be rewarded for your financial responsibility. Merrick Bank recognizes financial responsibility and will increase your spending limit accordingly. ---- My number on my account is ************ Address: **** ****** ******* ********** ** ***** Thank you so much for your assistance. ***** ****

Desired Settlement: I am seeking to get an increase in my credit card limit due to me paying my bill on time consistently for 6 months.

Business Response: Contact Name and Title: ******* ***** Paralegal-AVP
Contact Phone: ************
A review of Mr. ****'s account was conducted. Mr. **** opened a secured Visa card account with Merrick in April 2014. He has used the account for the purchase of goods and services. At the time the account was opened Mr. **** made a $*** deposit to the account and received a credit line for that amount.

Merrick does not usually give credit line increases on account until after the 3rd month the account has been open. It is the Bank's policy that once that time has passed Merrick reviews its accounts periodically and automatically gives credit line increases to those accounts that meet certain internal criteria. Such as making on time payments larger than the minimum payment due, not going over the current credit line and not having any returned payments on the account, amount other criteria. Merrick does not grant "on demand" credit line increases on any of its accounts. Mr. ****'s account will be reviewed and if eligible the account will receive a credit line increase. The bank has followed its policies in respect to this account and all accounts that may qualify for an increase.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
When I called twice, each rep said that I am eligible for a line increase. This is what is causing the confusion. I am not requesting 'on demand' credit line increase, but to be fair.

Business Response: When the account meets the necessary internal policy criteria a line increase will be given. Merrick has no further response to this issue.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Do not accept this response as the Customer Service Agents I talked to give all different anwsers. Closing this for now, will re-open again in the near future if not provided increase as I am a good paying customer.

1/31/2015 Billing/Collection Issues | Complaint Details Unavailable
1/28/2015 Problems with Product/Service | Complaint Details Unavailable
1/26/2015 Problems with Product/Service | Complaint Details Unavailable
1/14/2015 Problems with Product/Service | Complaint Details Unavailable
1/8/2015 Billing/Collection Issues | Complaint Details Unavailable
12/30/2014 Problems with Product/Service | Complaint Details Unavailable
12/10/2014 Problems with Product/Service | Complaint Details Unavailable
12/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank closed my account after being a customer for many years, just because of ONE payment I made from a wrong account On the month of November, I went into the Merrick bank website to make a payment in the amount of $200. I noticed that the money wasn't coming out of my bank account, so I went back to the website and noticed that I had made the payment from the wrong account. I had two bank accounts saved in the system a Suntrust (which has been closed for a long time) and a Chase (which is my open/current account). Unfortunately when I made the payment i clicked on the wrong one, the one that was closed. I immediately made a new payment from the correct account. Onced I did that I check bank into my account and noticed that it was still in red. I called the customer service line (which by the way, they have really bad customer service) spoke to a lady who told me that the account had been closed, because of that ONE payment that was returned. I asked to speak to a supervisor because that was just ridiculous! after so many years paying them and all the money they have made because of all the interest i've been paying them, deciding to closed my account for ONE very honest mistake. The nest supervisor told me that there's nothing they can do. I asked for another supervisor and the same thing was said. No one was able to help me. How can a company forget about all the years you have been with them, paying them from the correct accounts, and just because i made ONE mistake, a human mistake, of clicking on the wrong account when making the payment, closed my account. That shows how much they value their customers, many years of payment history erased over ONE honest mistake.

Desired Settlement: I need to reinstate my card. I need them not to report the account as a closed account. I don't even want to keep them after this issue, but i want to take care of my credit score and this will reflect negative on my credit report. Please all I ask is for my card to be reinstated, it was ONE honest mistake, that shouldn't have to erase all my years of payment history.

Business Response: Contact Name and Title: ******* *****-Paralegal AVP
Contact Phone: ************
Merrick Bank ("Merrick") is in receipt of your complaint filed with the Better Business Bureau regarding a returned payment issue on your account and the closing of that account.

Closing an account for a returned payment is the Bank's policy to mitigate risk. In the case of your account it appears that you made up the returned payment as soon as you realized the error with the using the wrong account.

After a review of your concerns and the account history Merrick has, in the spirit of good customer relations re-opened your account as you requested. If you still have your card it should be open and ready to use, if you need a new card please contact our customer service department at ************ and request a new card. We have updated the credit reporting on the account from closed to open.

Thank you for writing to us and explaining your issues. Merrick takes the concerns of its account holders very seriously

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response and I thank you for reopening my account. Just a suggestion: this shouldnt have gone through such length to get resolve. After a clearly explained what happened to 3 people including a customer service manager (there should be notes on my account on who I spoke to) this shoulve been resolve at that moment, but no one was willing to help. Those people should be addressed. Again thank you for reopening my account.

12/5/2014 Billing/Collection Issues | Complaint Details Unavailable
11/20/2014 Billing/Collection Issues | Complaint Details Unavailable
11/20/2014 Billing/Collection Issues | Complaint Details Unavailable
11/17/2014 Billing/Collection Issues | Complaint Details Unavailable
11/13/2014 Billing/Collection Issues | Complaint Details Unavailable
11/10/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Closed account AGAIN for reasons outside of my control. In July this year, My personal bank account was automatically frozen due to fraud, i had earlier (prior to my account being frozen) made a payment in the amount of $300.00 to my Merrick Bank Credit card, since my account was later frozen, the funds were not able to be removed from the account to apply the payment to the Merrick Bank Credit card that i had set up. Due to this, my account was immediately closed, I make my payments on time each and every month, I am never late, I try my hardest to put big chunks on when i can to knock out the balance, had intentions of paying the card off completely in mid November if this year, there is no reason why this should be happening again.... This has happened one other time with Merrick Bank a little over a year ago, for the same reason, almost, we had opened a new bank account strictly for our bills to be taken out of, upon doing so, we transferred all the funds from our exisiting account to the new account for the bills to be taken out of, well, my fiancee had gone online to make the monthly payment to Merrick Bank for our Credit card and failed to update the bank account information that the funds should be withdrawn from, in turn, there was a reversal of funds because the account they were pulling from was not updated and it was closed, she immediately realized the mistake and called Merrick to rectify the issue and made the payment again from the correct account but they still closed the account anyway stating that it was "High risk for funds reversal" now, at this point in time, this was the FIRST and only time this had happened, we had no cooperation with customer service on getting the account re-opened, finally after going higher up it was re-opened and every payment has been made accordingly since then, now to present day, in July this year, there was absolutely nothing i could do to stop this, Wells Fargo Froze my accounts due to fraud to prevent any further theivery from my accounts, i was unable to access any funds myself for quite some time, now because of this unfortunate happening, I have to suffer and have my credit card account closed because by law the bank had to freeze my funds making it impossible for merrick bank to pull the payment i scheduled of $300.00. This is absurd and horrible business practice.

Desired Settlement: I would like for my account to be re-opened once more. As i stated previously, I make the payments on time each month, never late, and now the account is closed for something completely out of my control due to fraud, customer service will not re-open the account.

Business Response: Contact Name and Title: ******* *****-Paralegal AVP
Contact Phone: ************
A review of the account was conducted. Mr. ******** made a payment on her account in July 2014 that was returned by his bank as "account closed". Mr. ******** had a similar issue in January 2014 regarding a retuned payment. In July when the payment made was returned the account was closed due to "high risk behavior". Mr. ******** requested the account be re-opened and that request was denied. If Mr. ******** is able to obtain a letter from his bank indicating that the account was in good standing but was blocked for the reasons he has indicated in his complaint we can review the request to re-open the account again. The letter will need to come directly from his bank and be on the bank's letterhead. Merrick will review the possibility of reinstating the account once the letter is received. Mr. ******** can have his bank fax that letter to Merrick at our fax number of ************.

10/20/2014 Billing/Collection Issues | Complaint Details Unavailable
10/7/2014 Billing/Collection Issues | Complaint Details Unavailable
9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A REFUND FOR CHARGES REGARDING A SERVICE PROVIDED BY MERRICK BANK THAT WAS CANCELLED IN APRIL 2014, I CALLED MERRICK BANK ABOUT CHARGES REGARDING MY VISA ACCOUNT ACCOUNT. PAYS PLAN BY CONSECTA WAS MAKING CHARGES MONTHLY FOR A POSSIBLE UNEMPLOYMENT BENEFIT I CANCELLED IN APRIL 2014, BUT I NOTICED RECENTLY THAT MY VISA ACCOUNT WAS STILL BEING CHARGED SINCE. I CALLED AND RECEIVED A REFUND FOR ONE MONTH BUT I WOULD LIKE TO BE REFUNDED FOR SIX MONTHS. WHEN I CALLED AND SPOKE TO A REP, I WAS TOLD I CAN ONLY RECEIVE A REFUND FOR ONE MONTH.

Desired Settlement: I WOULD LIKE TO RECEIVE A REFUND FROM APRIL 2014 TO AUGUST 2014. THE TOTAL OF THE REFUND SHOULD BE ABOUT $125.00

Business Response: Initial Business Response /* (1000, 5, 2014/09/19) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX Mr. *********'s account was reviewed. The account was opened in September 2013 at the time it was opened Mr. ********* indicated on the application that he wished to have the payment protection plan. A review of both Merrick's records for the account and the PAYS administrators records show that the first time either of us were contacted regarding the cancellation of the plan was September 11, 2014 when Mr. ********* contacted Merrick to cancel. He also contacted Consecta who is the PAYS administrator to cancel on September 16, 2014. No previous communication regarding cancellation was received. The PAYS administrator refunded 2 months of the PAYS premium as a courtesy to Mr. ********* at the time the benefit was cancelled. Mr. ********* should see these adjustments to the account on his next statement. No further refunds will be made to Mr. *********'s account. This is in accordance with the PAYS administrators' policy for refunds on the payment plan.

9/29/2014 Billing/Collection Issues
9/25/2014 Problems with Product/Service
9/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to pay bill over phone & was told there was a $15. This is not noted on the website & was a surprise that it COST me extra to pay my bill! I made 2 calls this morning trying to pay my husband's credit card bill. I did not ask for any information, was just trying to PAY the bill. The first operator (didn't get her name), would not process it because I was not the primary card holder. On the second call, ***** had no trouble sending me immediately to ****** to take my money, who then told me "there's a $15 to pay over the phone". REALLY??? A fee charged to PAY your bill. When I tried to explain to her that my on-line account was locked due to numerous log-in attempts, ****** then proceeded to tell me that she could not tell me anything or do anything for me because I was not the primary card holder. REALLY??? You can take MONEY from the non-primary card holder, try to charge me $15 for doing it, and then tell me you can't do anything that makes sure I (the WIFE) gets the bill paid online so as not to incur a $15 fee (which, by the way, IS NOT listed as a fee on line when you get the address and/or phone number for payments!) Poor customer service practices all the way around, first you can, then you can't help me.

Desired Settlement: Just want my online account reset so I can PAY MY BILL!!!! and not be assessed a $15 fee for trying to pay over the phone!!!!!

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of the account was conducted. Ms. ******** is not an authorized user on the account nor has Mr. ******** given Merrick permission to discuss the account with her. If Mr. ******** wishes to allow her to have account detail and authorization to discuss the account he can contact us and give such authorization. Merrick is required by Federal Privacy laws not to discuss account information or change anything on the account without the account owners expressed consent. Many account holders have 3rd parties make payments on their behalf with just the account number which is given to them by the account holder. Merrick cannot and will not discuss or change any account level information with those 3rd parties. Mr. ******** can contact us to have the online account access restored and at that time he can authorize Ms. ******** to receive account information. Even if she had this type of authorization Mr. ******** would still need to call to re-set the online account access. The charge to make a payment by phone is assessed to the account holder when the payment is "expedited" using a live representative to assist with the payment. The account holder can always make their payments at no charge through the Merrick cardholder website, via the VRU or make their payment by using bill pay through their bank or sending the payment via mail in advance of the due date. Merrick has always charged a fee for making a payment via telephone. This fee is disclosed on the pricing appendix for the account and in the cardholder agreement. The fee would apply no matter who was making the payment if they used a live representative to assist with the payment.

9/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank Agreed to delete account on all my 3 Major Credit Report Bureaus and did not fulfill promise. While talking with Merrick Bank representatives after multiple conversations on the phone. Merrick Bank and myself ****** **** agreed that once I settled the account with a zero balance that Merrick Bank would delete and remove there entire trade line from my credit report with all 3 major credit bureaus within 30 days of payment being accepted. This agreement with Merrick Bank was the only reason that I paid this very old debt. It has no been over 3 months and Merrick Bank is still reporting there trade line on my credit reports. This is very unethical and deceiving. There representative lied to me and have not kept up on there agreement.

Desired Settlement: I am seeking that Merrick Bank delete there entire trade line and account from all of my credit reports from all 3 Major Credit Bureaus (Transunion, Experian and Equifax).

Business Response: Initial Business Response /* (1000, 5, 2014/09/09) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of Mr. ***** account was made. All of the notes on the account as well as the phone call with Mr. **** from June were reviewed. There was no indication in the notes or on the phone call that Merrick agreed to delete or remove its reporting of Mr. ****'s account. The notes indicate that on June 6, 2014 Mr. **** requested a good will removal of the credit reporting. The representative explained that would not be able to be done. Merrick does not change or remove its reporting status unless payment is made. Mr. **** made a settlement payment with the collection agency that was collecting the debt on behalf of Merrick in May 2014. Merrick was notified of the settlement in June 2014 and updated the credit reporting to "paid, settled for less than full balance". A phone call was reviewed from June 23, 2014 between ****** ********** and Mr. ****. During that call the representative explained that the account would be shown as settled with a zero balance but there was not discussion in the call regarding removal of the account from the credit report by Merrick. Merrick is required by the Fair Credit Reporting Act and Regulation Z to accurately and correctly report the status of the accounts it reports to the credit bureaus. Mr. ****'s account is being reported correctly and accurately and that reporting status will not be changed or removed. Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I talked to ****** ********** regarding the payment of this account I was told that the entire tradeline would deleted within 30 days. This account is about to hit the 7 year mark of statue of limitations in December of 2014 and will automatically fall of my credit report. The only reason I paid it was because I was told it could be deleted earlier if payment was made. I made more than just on phone call on June 23rd to ****** ********** and the agreement to delete was made to Me. The lady I spoke to many times called me as well as I called her a few times to discuss this agreement. Final Business Response /* (4000, 9, 2014/09/12) */ Merrick has no other response to this issue

9/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Added Late Charge New card...first payment due 7/23/14, made on 7/22/14. Upon seeing the due date, I requested online that the due date be changed, as my direct bank deposit is on the 4th. Weds. of the month & this date of the 23rd. of each month would not work. No reply as to the due date change. Bill for 8/14 & due date of 8/23 still there. I paid on the 26th., as my direct deposit is always a day early. 4th. Weds. would've been the 27th. Now, I get the next statement with a $25 late fee. I call them & dispute this. Very rude person! Said I could NOT make due date change online...well I DID!!! They say they never got such request. Typical trick I see. I've now read all the complaints boards on this company & I'm sorry I have this card. I'm requesting closure of the account & I will pay balance in accordance with monthly payments. What they've done is NOT right! All I want is the late charges removed & the due date change I requested so my account can be paid on time!

Desired Settlement: I just want the $25.00 late charges removed & due date changed to be past the 4th. Weds. of each month as I requested, so my payments can be on time!

Business Response: Initial Business Response /* (1000, 5, 2014/09/09) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of Mr. ******'s account was conducted. Mr. ****** accepted the Merrick account in June 2014. He has used the account for the purchase of goods and services. Mr. ****** enrolled into the cardholder website which allows account holders to view statements, schedule payments and modify their personal information. The cardholder website does not allow the account holder to change the account due date. The review of the account showed that Mr. ****** modified the payment date on a payment that was set up in the website but that does not change the due date of the account. The only method to change the accounts due date it to call Merrick and request a due date change. Merrick is happy to assist its account holders if the due date is not convenient for various purposes. The account holder can pick a different due date and it will take 2 statement cycles to effect the change. If Mr. ****** wishes to change his due date to a more convenient date he can call customer service at XXX-XXX-XXXX and they will be happy to assist him with that change. If he still wishes to close his account as stated in his complaint he can do that as well at that number. I have requested that the late fee of $25.00 be waived as a courtesy. Mr. ****** should see that adjustment on his next statement. Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you BBB for responding quickly. As I do accept their response, I am still leery of this company from other complaints I've read. I will be in touch with them via phone....AGAIN!

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account was billed AFTER closed, no notice was given for a new charge: subsequent late fee and 30day late on credit report In July 2014 I paid the balance of $617.00 in full on-line and requested the account be closed. Subsequently, after I CLOSED the account, Merrick accepted a re-occuring payment to be processed, I was never notified and they charged me a $35 late fee and reported a 30 day delinquency on my credit. I had signed up to "go paperless" at the beginning of opening the account and I was told I would be getting e-mail statements. I have only received ONE statement since July 4th's full payment/account closing. I received that payment today August 25th. I was surprised to see a statement from Merrick because the account was closed and I expected to not hear from them again. I want the 30 day late REMOVED from my credit score. I would like the return of the $35 late fee but am more concerned about my credit since I have been actively trying to improve my credit score since serious medical problems a few years back. Today I ONCE AGAIN paid the balance in FULL and CLOSED the account. Of course I expect they will deny everything I have stated (the customer service rep stated as such).

Desired Settlement: REMOVE 30 day late from ALL CREDIT SCORING AGENCIES. They can keep my $35 as long as I never have to deal with them again.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ Contact Name and Title: ******* ***** Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of Mr. *****'s account was conducted. Mr. ***** made a payment online on July 4, 2014 that paid the balance in full that was owing on the account at that time. There is no record of a phone call from or to Mr. ***** after that payment was made. The next contact with Mr. ***** was on August 25, 2014 when Mr. ***** called to find out why there was a balance owing on the account. Mr. ***** spoke to three representatives on that day. The first person explained that there was a charge for Keller Williams, interest on the balance and a late fee. Mr. ***** indicated that he believed the account was closed, the representative explained that it was not closed. During the call Mr. ***** requested the account be closed and he paid the balance of $143.52 that was owed on the account. Mr. ***** called back and spoke to two other representatives who confirmed the account was closed and that there was not negative credit reporting on the account. During this review I also did not find any negative reporting on the account. Merrick's policy is to report account delinquent at 45-60 days past the due date. Mr. *****'s account never reached that many days past due. The account is being reported as closed by cardholder with a zero balance. Initial Consumer Rebuttal /* (2000, 7, 2014/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear Ms. *****, Please also note that I signed up for paperless billing and never received ANY statement of account from the time that I FIRST believed I had closed the account until the DAY OF the second and final attempt to close the account. So you can see the dilemma: I believed I had closed the account. NO email was sent to me showing a new charge or change of balance on the account until I closed the account the other day. I don't want to get anyone in trouble but the customer service representative CONFIRMED that the "30 day late" had been reported to the credit reporting agencies. IF I had known that it had not, your time would not have been wasted with this BBB complaint. I think it is imperative that customer service representatives are trained with regard to these types of details. Thank you for your response. ******* * *****

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid the balance of my credit card in full ontime when it was due at the end of JUly in the amount of $188.08. I oerpaid the account by $25.00. I co I paid the balance of my credit card in full ontime when it was due at the end of JUly in the amount of $188.08. I oerpaid the account by $25.00.I contacted the company many times but it was to no avail. I asked them for my $25.00 overpaymeny, but they indicated the bank policy does not issue refunds. I contacted my bank to have the money withdrawn. Then the bank paid then the correct amount of $163.08. The charges me $50.61 for no reason. They then stated that they send me a check which I have yet to received. After many call , they have refused to credit the $50.61 back to my account. I have closed the account becsue those people at merrick bank are thieves and frequently practice theft and rip customers off.

Desired Settlement: They need to credit the cardit account account $50.61 in order for me to have no furthur contact with them and for my balcane to reflect the correct balance of Zeo.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of Mr. *****'s account was conducted. On June 28, 2014 Mr. ***** made a payment to the account in the amount of $188.08. The payment created a credit balance of $25.00. On July 13, 2014 Mr. ***** called about the credit balance and requested a refund. Merrick normally would not refund a small balance on an open account; the reason for this is the account holder will most likely continue to use the account in the future. Merrick will upon request send a credit balance refund to the account holder. The normal timeframe to send the refund is between 7-10 days from the request. Mr. *****'s refund check was mailed to him on the 17th of July. On July 24, 2014 Merrick was notified by Mr. *****'s bank that the payment for $188.08 was being returned as un-authorized. This caused a returned item fee of $25.00 to be assessed to the account. Mr. ***** then made a payment on July 31, 2014 of $164.08 which was $25.00 less than the original payment made. This caused two issues. The credit balance refund had already been sent, so $25.00 was place back on the balance of the account and $0.61 of interest on the balance was added for the time period between the payments. Mr. ***** had called and closed the account because of the credit balance refund on July 14, 2014. The balance of the account as of August 7, 2014 was $50.61 which is made up of the $25.00 returned Item fee, the $25.00 credit balance refund sent and the interest of $0.61. As of August 7, 2014 the credit balance refund check had not been cashed. Merrick has placed a stop payment on that check and applied the amount of $25.00 back on the account. Merrick has also waived the retuned item fee of $25.00 and the interest on the account of $0.61. The account now has a zero balance. Mr. ***** should receive one more statement showing these adjustments to the account. Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information that they provided is totally false. I closed the account on JUly 27. A repsentative told me to pay $163.08 and they will remove tha 50.61. I made the payment, bt they have yet to make any adjustments. Just received a bill indicating a balance of Zero. Final Business Response /* (4000, 9, 2014/08/13) */ Merrick has no further comment on this issue.

8/28/2014 Problems with Product/Service
8/19/2014 Billing/Collection Issues
8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Closed my account and it is a prepaid card. They are going to wait 60 days and then investigate to see if they owe me a refund Opened an account and they kept changing the due date so I was charged some late fees. I closed the account after giving a $600 deposit. I had used about $300 of it. They are not going to issue me a refund. They will hold the money for 60 days and after 60 days they "investigate" to see if they owe me money. This is unfair practices. I deserve to have my money back in a timely manner. They have also informed me that I should keep making monthly payments until they finish their investigation. The account is closed so I dont know why I have to make payments. I was borrowing against my own deposit and they still have some of MY DEPOSIT! They just need to send it back to me

Desired Settlement: Immediate refund in FULL

Business Response: Initial Business Response /* (1000, 5, 2014/08/04) */ Contact Name and Title: ******* *****=Paralegal-AVP Contact Phone: XXX-XXX-XXXX Ms. ****** had a secured card account with Merrick Bank, not a "pre-paid" card. The security deposit is held after the account has been closed for up to 90 days to ensure that any trailing card activity has been noted on the account. Once that timeframe has passed the security deposit is applied to the balance owing on the account and any remainder will be refunded to the account owner. Most deposits are refunded much sooner than 90 days. The cardholder agreement which governs the account set forth this process in section 16 which states the following: If the account is closed by your or us for any reason you authorize us to apply all or any part of the funds in the Deposit Account against all amounts owed on the Account and any other outstanding obligation owed to the Bank, including without limitation any part of our outstanding account balance. Ms. ******'s refund should be sent to her, minus the balance of the account on or before September 25, 2014. If she has any questions regarding this she can contact us at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have read over the agreement and do not see the 90 day statement. I also disagree with "holding" it for Trailing activity...the account has been closed! This is not a legitimate reason to hold someone's money. I have spoken to the FTC and they said in my state they have no reason to put a hold for 90 days on my money. They stated this is unlawful and that I can seek an attorney if I wish. I just want my money back because they have no legal or legit hold on it. There will be no "trailing" costs, etc. They have also required me to continue to make payments to the account....this would be a trailing activity and I am not doing it and there better not be a negative mark on my credit about it. Just refund my money so you can be finished with me, and I can be done with you. Do this TODAY, as is my right! Final Consumer Response /* (4200, 16, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The account has been closed for weeks, the card was shredded. How will there be further activity? If you closed the account, there could be no further activity. These are all excuses that hold no bearing. Refund the money that I am due. There better not be any charges from Merrick for me not making any more payments because the lady on the phone told me to continue making payments but yall have over $200 of my money...I don't owe you any more money! YOU OWE ME MONEY! PAY IT! Final Business Response /* (4000, 18, 2014/08/12) */ Merrick has no further response to this issue

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My card had unauthorized charges for the past two years and Merrick Bank refuses to credit my account. I signed up for this credit card in july 2012 and neglect to view my monthly statements so I didn't notice that I was being charged monthly for a payment protection plan. I contacted that company today and immediately cancelled the plan and asked to be refunded and was told that I signed up for the program in writing, which I did not. I then called Merrick Bank who stated that the plan was automatically added when I signed up for the card. Either way, I did not knowingly sign up for this plan and have never used it, even when I was unemployed and had late payments-I have NEVER used this service. Furthermore, I cancelled my credit card in June 2013 and was wondering why my balance wasn't decreasing and I now know it's because of these absurd monthly charges-which vary month to month, I assume depending on your balance. My balance is $935.00 and this plan has charged me $440.00. I am willing to pay the $495.00 I do owe today in full just to be rid of this company. I will NEVER do business with them again and ensure none of my family, friends or thousands of facebook, twitter, instagran, pinterest nd vine followers won't either.

Desired Settlement: I want a refund of the $440 that I have been charged. I think it's reasonable as I am not seeking the additional interest I have been charged for the balance I have been carrying.

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ Contact Name and Title: ******* *****-Paralegal-AVP Contact Phone: XXX-XXX-XXXX A review of Ms. *****'s account was conducted. Ms. ***** opened the account with Merrick Bank ("Merrick") in July 2009. According to the account notes and Merrick's records she enrolled into the payment protection plan in August 2012. This plan is voluntary and not a requirement for the account. There is no automatic enrollment by Merrick for this plan or any of the 3rd party products that have been offered to the account owners. Merrick contacted Consecta who is the administrator of the payment protection plan and they indicated that there was no contact from Ms. ***** until July 31, 2014 when she contacted them to cancel the plan. Merrick's records do not show any correspondence or requests from Ms. ***** prior to July 2014 requesting cancellation of the plan. As a courtesy Merrick has refunded to Ms. *****'s account 2 of the plan payments for a total of ******* She should see this refund on her next account statement. If Ms. ***** has any further issues regarding her account she can contact us at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I signed up for this card on line with an offer that never mentioned this plan and I never authorized this plan. I was told I had this plan since enrollment in 2009 so clearly everyone associated with Merrick Bank are liars. I asked for a copy of my enrollment with my authorization which was never sent. As I stated, this card has been closed for a year and I'm still being charged. Also, I was told to contact the administrator directly and they would credit me. So ****** is no courtesy on a $440.00 charge. That's extremely insulting and unacceptable. I want a full refund! As stated, I will pay the remaining balance but not a cent more, considering the high finance charges I've incurred as well. Final Business Response /* (4000, 9, 2014/08/08) */ Merrick has done all it can for this account holder. If she was given mis-information in the past we are sorry for that but the facts as stated in the response are correct. Ms. ***** had this charge on her account each month for 2+ years and never disputed it. The Fair Credit Billing Act requires the account holder to dispute charges with 60 days of when the appear on the statement. Ms. ***** did not do so. The 2 months of courtesy refund is all that Merrick will do at this time.

8/8/2014 Billing/Collection Issues
8/6/2014 Billing/Collection Issues
8/4/2014 Billing/Collection Issues
8/1/2014 Billing/Collection Issues
7/28/2014 Problems with Product/Service
7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank is showing up on my credit report. I would like to dispute the account, but they won't talk to me. Merrick bank is not providing me with a way to dispute an account. They either will not talk to me and say I have no right to talk about the account, yet it is showing up on my credit report.

Desired Settlement: Removal from my credit report

Business Response: Contact Name and Title: ******* *****-Paralegal AVP
Contact Phone: ************
Ms. ***** will need to provide additional information to Merrick. We have 15 ******** ***** accounts but none of them are in ***** ********. We will need the account number the last four of the SSN associated with the account and the name on the account if it is different from her current name. Once we receive this information we can investigate this issue.

7/15/2014 Billing/Collection Issues
7/10/2014 Billing/Collection Issues
7/7/2014 Billing/Collection Issues
7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: At 60 days Merrick reported it to credit bureau,a $12 amount due, damaging my credit. No attempt was made prior to collect. Merrick made no attempt to collect a small amount due prior to reporting it to a credit bureau. As a result it has damaged my credit, hurting my attempt to secure a home loan. I called to ask them to reverse the report, as the amount has since been paid in full. They have refused. I feel common sense should prevail, as anybody, made aware of owing $12 would simply rectify the situation, when they were made aware of it, as I did.

Desired Settlement: I am seeking to have the negative report reversed and taken off my credit report

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX Mr. ************'s account was reviewed for this response; the statements for the account for the past 5 months were reviewed. The first year the fee is assessed to the account in one lump sum and each following year the fee is assessed monthly at the sum of $ $3.00. In accordance with the Cardholder Agreement, Mr. ************ agreed to pay the Annual Fee(s) for each year the account is open and for each year in which there is an outstanding balance on the account. If the account is closed but you fail to pay off the full account balance, you agree to pay the amount of the Annual Fee and applicable fees billed to your account for each month there is an outstanding balance. Mr. ************ received statements showing the balance owing on the account at the same address that the account was opened with. It is Mr. ************'s responsibility to review the statements each month the account is open. Merrick will not remove or change the reporting status of the account to the credit reporting agencies. Merrick is required by the Fair Credit Reporting Act ("FCRA") and the Bank's policies to accurately report the status of accounts it reports to the Agencies. Mr. ************'s account is being reported correctly. Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) it is a $12 charge. I have been advised by fair credit reporting agency that a negative credit report can be reversed, provided the credit agency reporting, agrees to do so. Why wouldn't Merrick being willing to do this for a customer??? especially after the amount due has been reconciled? I feel Merrick is being unreasonably harsh for such a small amount of money, that has been paid. Final Business Response /* (4000, 9, 2014/06/30) */ Strictly as a courtesy for the reasons that Mr. ************ has set forth we will remove the 30 day past due reporting. This is a ONE time only courtesy. Final Consumer Response /* (2000, 11, 2014/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. It is greatly appreciated.

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reversal fees and card issuing fees I've had automatic payments set up with Merrick Bank and never missed any payments ont account during the entire duration of my account. I contacted their customer support after my first reversal fee in April, I notified the rep I no longer wanted automatic payments set up on my account because I was no longer getting paid in the beginning of the month. I inquired about stopping auto pay and setting my pay date to the end of the month to be able to make payments to Merrick bank. I was 'rest assured' it would be taken care of after the payment was received since I was past due and payment date couldn't have been changed till I was up to date. The following month I was assessed another reversal fee of $35, calling support then I was notified that representatives were not allowed to stop auto pay, only customers were allowed to do so on their online account. I politely asked for a reimbursement and to get the issue resolved with the supervisor, however '******' insisted I had been untruthful to the entire situation and refused to rectify my issue.

Desired Settlement: I would appreciate Merrick Bank to offer reconsideration for some of the fees assessed onto my account involving the reversal and issuing of new card fee. I've been a responsible member of their bank for many years with no past delinquencies through my entire account history and find it unfair to be treated this way.

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ Contact Name and Title: ******* *****-Paralegal/AVP Contact Phone: XXX-XXX-XXXX A review of the account was conducted; this included listening to the calls regarding the returned item fee assessed to the account. Mr. ********* explained in each of the 4 calls that were reviewed the issue regarding the returned payments. All of the representatives who spoke to him indicated that only the account owner could change the online recurring payments for the account. Mr. *********, during the same calls inquired about a change of due date due to the timing of his income. The representatives who spoke to him indicated that they could help him with that but that the account had to be current before the change and that it would take 45 days for the change to become effective. All of the calls reviewed appear to have been handled with helpfulness and all of the representatives went to great lengths to explain what may have happened between the payment issue and the due date change request. When listening to the very first call it was likely that when the representative explained the due date change to Mr. ********* right after the conversation about the online payments that there may have been some confusion with the information provided. Since it appears that this may have been the issue Merrick has strictly as a courtesy waived the returned item fee of ****** on the account. Mr. ********* should see this adjustment to his account on the next statement he receives.

6/23/2014 Billing/Collection Issues
6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told my refund of my security deposit would take 6-8 weeks. I made my payments on time like I have for the last 8 months. I use two accounts to pay from one of which is my default checking acct which I used to pay on my balance just 3 days prior before I paid balance in full on the 23rd. But this time I was only given half available and when I called to find out what happened, I was told they (Merrick) only released half now because of the acct used to pay my balance. The same one I always used and not only that my default acct since I've opened the credit card. That is the stupidest thing I've ever heard of! Now I closed acct with nothing else being charged on the card and they (Merrick) are telling me that my refund of my own security deposit will take almost 2 months if not longer to be returned. This is a joke, and will not be tolerated!

Desired Settlement: I want my security back in a timely manor just as fast as I sent it.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX Mr. ****** closed his account on May 23, 2014. The security deposit will be sent to him on approximately June 11, 2014. The cardholder agreement that governs the account indicates that Merrick can hold the deposit for up to 90 days after the account has been closed. This is to ensure that any charges that may have been made to the account have cleared before the security deposit is returned. Merrick makes every effort to return the security deposits to the cardholders as quickly as possible. If Mr. ****** does not receive a check for the refund of his security deposit by the 20th of June he should contact customer service and inquire about when it was actually sent. Initial Consumer Rebuttal /* (3000, 7, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well ok this whole document is a waste of reading Mrs ***** since clearly you did NOT read the fact that I have never disputed anything in the terms and conditions but being a paralegal maybe you can explain why Merrick bank held my payment when it came from the same account that I had always paid from?? If you are interested in the legal part of Merrick then by all means pull up ALL the recorded calls between myself and Merrick's reps and EVERYTIME I inquired about the return of my security deposit I was told something different. Can you explain this Mrs *****? I will be checking back in since you clearly stated that my deposit should be sent by June 11th and then states and I quote "If Mr. ****** does not receive a check for the refund of his security deposit by the 20th of June he should contact customer service and inquire about when it was actually sent." Now is it or is it NOT being sent on June 11th or are you guessing? All I want is my deposit returned in a timely manner and this will be closed. Final Business Response /* (4000, 9, 2014/06/13) */ Mr. ******' check was cut on the 11th of June and send via regular mail it was check # is XXXXXXXXX for ******** He should receive it in 3-5 days. Final Consumer Response /* (2000, 11, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Money has been received. Thank you BBB!!

6/13/2014 Billing/Collection Issues
6/12/2014 Advertising/Sales Issues
6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took money (funds) for a secured credit card and then cannot process the application. I want money back a.s.a.p. Merrick bank took my money for a secured credit card and then cannot process application. (app. ID. XXXXXXX)

Desired Settlement: I want secured deposit back within 7 days.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX According to Merrick's records Mr. ***** withdrew his application. When he applied there was a disclosure given that stated the refund could take up to 45 days to be sent back. Merrick makes every effort to return the deposit back as quickly as possible. In Mr. ***** case the refund was sent to his address on June 28th 2014. He should receive that check be next week. Initial Consumer Rebuttal /* (2000, 7, 2014/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did indeed receive a check. However, I only withdrew application when I received a letter stating that the application could not be processed further. Merrick Bank needed to verify my address. Yet, they send mail to have me call them. Go figure. I warn potential customers to do your due diligence before becoming a Merrick Bank customer.

6/2/2014 Billing/Collection Issues
5/22/2014 Billing/Collection Issues
5/9/2014 Billing/Collection Issues
4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had requested an interest rate refund and reporting forgiveness while protect by SCRA; notified they would no longer respond to my requests. On multiple occasions I had requested to following from Merrick Bank for my Geico Credit Card account # XXXX XXXX XXXX XXXX: - Interest payment refund for payments made over 6% while I was protected on Servicemembers Civil Relief Act (SCRA). - Credit reporting and late fee forgiveness for a single late payment made on my account (March 2008); while I was also away for military training; protected by SCRA. - I was sent a denial letter for a refund on late fees and interest paid over 6%. - I was recently sent a letter stating that they would no longer respond to my request; basically ignore me.

Desired Settlement: In lieu of a refund I would be more than happy to accept the removal of the late payment mark on my credit report for March 2008 (while I was away on military training). However I feel a refund of payments above the 6% cap for SCRA protections should be due.

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX Mr. ******'s GEICO account was owned by New Millennium Bank during the timeframe he has requested relief under the SCRA. Merrick owned the account until late 2007 then sold the accounts to New Millennium. Mr. ****** will need to contact them for the type of request he has made regarding this benefit. Their address is New Millennium Bank ** ********** ****** *** ********** ** XXXXX Initial Consumer Rebuttal /* (3000, 7, 2014/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please specify whom I contact in regards to credit reporting. When viewing my credit report, it shows a late payment being reported by Merrick Bank in March 2008. If Merrick Bank is not responsible for my account after later 2007, I request the late payment be removed or the entire account be removed as it should only be reported by New Millennium Bank. Final Business Response /* (4000, 9, 2014/04/22) */ Mr. ****** can contact the Credit reporting agencies and make a dispute through them. Thank you. Final Consumer Response /* (2000, 11, 2014/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am NOT satisfied with the response received on this site, however I have positive results with the company via another contact.

4/22/2014 Problems with Product/Service
4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I deposited $200.00 for a secured credit card.card was stolen account #XXXXXXXXXXXXXXXX visa card.I requested a new card which was sent,and cancelled. I want my deposit of $200.00 refunded.

Desired Settlement: I want my deposit back.An amount of $164.00 was paid but this fraudulent bank has billed me for $29.00 dollars which is not owing.I want them to return my deposit of $200.00

Business Response: Initial Business Response /* (1000, 5, 2014/03/31) */ Contact Name and Title: ******* *****-Paralegal-AVP Contact Phone: XXX-XXX-XXXX A review of Ms. ***********'s account was conducted. The account was closed by Merrick Bank for payment issues. Your balance at the time of the account closure was ******* and the security deposit was used to offset that balance owed. Your account still has a balance owing of ****** which is the NSF fee for the returned payment and the annual fee due on the account. These are sums agreed upon when you opened the account and will not be waived. All of the fees associated with the account and the application of the security deposit was fully disclosed to you as required by Regulation Z and Bank policy at the time the account was opened. Please contact us at XXX-XXX-XXXX to make arrangements to pay the remaining balance on the account. Initial Consumer Rebuttal /* (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a bank that uses fraudulent tactics including charging $29.00 for no reason,and false advertising of offering credit line increases without additional savings as security deposit. I do not want to ever deal with them directly,this is why I am filing via BBB.I talked to my bank,and no such transaction was presented for payment or returned.They are lying.My initial card was expedited to me within 5 days,so maybe they want a way to charge for that by asking for $29.00. What happened was, I used my debit card to pay $164.00 on my bill before the due date of 03/13/14.I paid the bill ahead of time, they found a reason to delay crediting my account. They stated that my account was closed in January 2014, after I made the payment of $164.00.I was never informed about my account closure until after paying $164.00 My initial card was stolen,and I had previously used it to pay a ****** ****** bill.I discontinued my account at ****** ******,because I had bought a 4 G smart phone,and I did not want their 3 G phone which I bought and paid for myself.The phone was faulty, and I did not want their prepaid phone service anymore since their phone and service was unsatisfactory.****** ****** offered to cut my bill down to $25.00 from $35.00 a month if I stayed with them,but I did not want it.Between ****** ****** and merrick bank,there was a collaboration to force this phone service on me. This why merrick bank canceled the visa card in January 2014 without telling me about it. They sent me a new visa card,cashed the $164.00 check which was paid before due date of 03/13/14,and canceled the new card too.Why did they send me a new card,and then turn around and cancel it? I called their customer service line to ask why using a debit card was unacceptable form of paying a bill,after all it is linked to a checking account.I was told that they make it a discretion to accept a check or debit card as payment. I called them and expressed the fact that I was unaware that using my debit card to make a payment instead of a check was unacceptable,and one of the customer service workers put in a request to waive the fee. I went back and used my check to pay the $164.00. In conclusion, I have paid all outstanding bill,so I want my $200.00 deposit back.I paid my bill of $164.00 with my debit card instead of a check drawn on the same bank used to pay my bill.No-one said paying with my debit card was unacceptable,besides, my bank did not have any return payment of any such transaction so why are they charging $29.00 just for making a payment with a debit card instead of a check? I was working at **** ****** ** in Washington DC,when I opened my account, so I guess this is why they want to imitate and use this $29.00.This does not sound right,but I have never understood anything about this bank. For as long as I had my account,there was never a return check payments.I always paid my bill,because after all, I was using my own money.This was a secured credit card. They advertised that they offer credit without any additional savings deposit,after initial deposit of $200 which is a lie.They never offered me any credit.False advertising is bad business practice. They are thieves,and liars to even suggest that I pay $29.00 return check fee when there is no record of them ever presenting it for payment.Please ask for all my payment history record,and you will find out that they cashed my second payment of $164.00 before the due date of 03/13/14.I do not owe any return check fee since they are lying,and never presented the payment made with my debit card.Charging $29.00 because I made a payment with a debit card,instead of a check is not only dumb,it is bad business practice,because they should have informed me to change the form of payment, I do not intend to pay this bank anything since they owe me my deposit of $200.I have taken time to explain all this to make it clear how disgusted and fraudulent this bank has been.I do not want anyone to ever go through this so please make sure to post this for others to see. Final Business Response /* (4000, 9, 2014/04/04) */ Merrick does not accept payments made via a debit card or pre-paid card or other credit card. According to the cardholder agreement that governs the account the acceptable forms of payment are check, money order made and drawn on a US bank of the US postal service or through an ACH via a US bank. No other forms of payment are acceptable. Merrick followed all notice requirements and applicable laws and statutes as well as bank policy in the administration of the account.

4/18/2014 Billing/Collection Issues | Complaint Details Unavailable
4/7/2014 Billing/Collection Issues
4/7/2014 Billing/Collection Issues
4/3/2014 Billing/Collection Issues
4/1/2014 Billing/Collection Issues
3/24/2014 Billing/Collection Issues
3/20/2014 Billing/Collection Issues
3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sub-company, Pivotal Payments, continues to charge a monthly fee for charges non-compliance fees. Pivotal Payments continues to charge a $19.95 noncompliance fee for credit card services each month starting in Sept 2014 - present. We were never notified of noncompliance by email, letter, or phone. Each time I call customer service to correct the problem, they apologize, promise to rectify and extend a "courtesy credit". Each month no credit comes and an additional $19.95 is debited from our account. We have tried to cancel our business with them as of December and are either put on hold for lengthy periods of time, 30 minutes and/or disconnected. Their latest claim is that they need the rightful owner to call, which we have had, and they are requesting we send them our bank statements as well as a copy of their merchant statement as proff we are being charged. Unacceptable.

Desired Settlement: A refund for the fraudulent charges and to allow us to discontinue business with their services without worry that the charges will continue and our banking information is in jeopardy. We are a small family business who does not have the time or expense to continue to phone their customer service department and be treated disrepectfully

Business Response: Initial Business Response /* (1000, 5, 2014/02/20) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX Merrick has contacted Pivotal Payments to determine what has been occurring with the deductions from the account of ***** *** Pivotal has agreed that they were to refund the amounts as Mr. ***** set forth in his complaint. Pivotal has told Merrick that on 2-17-14 they refunded a total of ****** to ***** ***** account. If for some reason they do not see the refund to their account please have them contact our merchant services department and we will assist them with ensuring they get the refund promised by Pivotal.

2/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank charged me with 30 day late when I switched banks. They agreed to remove fees and 30 day late. Fees reversed but not 30 day late report. During month of June 2013, I changed banks in which I had my Bill Pay set up. I received a late notice form Merrick Bank in July 2013 and responded immediately explaining the mistake. I offered to pay the balance in full if the fees and reporting were removed. They agreed and I did as offered. My credit report still shows a late pay for June of 2013. I have contacted Merrick Bank on several occasions and they have refused to help me in this matter. I have asked on numerous occasions to go back and listen to the phone call and they refuse. I had my financial advisor on several calls as well and they will refuse to remove the late reporting. This late reporting has caused me to lose my mortgage loan. I have filed this with the 3 credit bureaus as well but once I looked up Merrick bank's complaints online, I realize this is an ongoing issue. This bank has a very bad reputation on fees, late charges, and late reporting issues by other customers. I was under the impression that when I paid my balance, the fees and 30 day late reporting would be handled. Please help me gain my credit back from bank that is misrepresenting their practices.

Desired Settlement: I am seeking to have my 30 day late report on my credit removed immediately. Merrick removed the late fees but not the reporting. I have been on time with every payment and have been dedicated.

Business Response: Initial Business Response /* (1000, 6, 2014/02/25) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of Mr. *****'s account was conducted. The telephone calls from July 18, 2013 and June 3, 2013 were reviewed as part of this response. During the calls there was no discussion of removing the late payments reported on the account. The discussion involved the missing payments and how to resolve that payment issue but the credit reporting was not discussed. Mr. ***** opened the account with Merrick in August 2012 and used the account for the purchase of goods and services. During the life of the account Mr. ***** has been late 6 times and had one returned payment. The due date of the account is the 7th of each month. Mr. ***** receives the statements at least 21 days prior to the due date. If Mr. ***** is signed up for the cardholder center he can review his statements 23 days before the payment is due. According to Merrick' records the credit reporting on Mr. *****'s account is correct and accurate. Merrick is required to accurately report on the accounts reported to the credit bureaus. To remove or modify a reporting that is accurate would be a violation of the Fair Credit Reporting Act ("FCRA") and Merrick will not remove the accurate reporting for Mr. *****'s account. I have enclosed copies of statements reviewed and the cardholder agreement that governs the account. Initial Consumer Rebuttal /* (3000, 10, 2014/02/25) */ From the Bank's response, I did a pay for deletion which is accurate under the Fair Credit Reporting Act. If I was late 6 times, it is not listed on my credit report. Merrick's fees and changing of due dates is a process to drive their customers to be late. Pay for Deletion is where the fees are reversed and the reporting is changed. Merrick needs to hold up to their end of the agreement. They agents, management, and representatives have been misleading from the beginning. Final Consumer Response /* (3000, 11, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Merrick Bank's response to my inquiry didn't address the issue. Merrick states that I was late 6 times but only 1 of them is reported. The only 30 day late on my record is due to a banking error and the fees were reversed. I was told the reporting would be reversed as well. There is a difference in your payment being late and your payment being 30 days late. When I noticed this error, I called Merrick to immediately correct it. It is called "Pay for Deletion" which is perfectly legal under the Fair Credit Reporting Act. Merrick should hold up to their end of the agreement that when I paid my balances in full, the fees were removed and the reporting should be reversed. Final Business Response /* (4000, 13, 2014/02/27) */ Even though Mr. *****'s account was late 6 times Merrick only reports a 30 day late if the payment missed is more than 45 days past due. The other 5 late payments did not exceed that 45 days therefore were not reported as late to the credit reporting agencies. As previously statement there was NO discussion regarding removal of the late reporting in exchange for the payment. That would be against Bank policy and the FCRA. The reporting will not be removed.

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A CLOSED MASTERCARD ACCOUNT THAT I HAVE BEEN PAYING HAD A LATE FEE ATTACHED TO DECEMBER BILL. I CALLED MERRICK BANK TO DISPUTE ON JAN 1ST. ON JAN 1 I CALLED MERRICK BANK TO DISPUTE $25 LATE CHARGE ATTACHED TO DECEMBER BILL. I SENT MY PAYMENT IN ON TIME AS ALWAYS AND COULD NOT UNDERSTAND CHARGE. I SPOKE WITH CUSOMER SERVICE ABOUT REMOVING CHARGE FROM BILL AND I WAS TOLD THAT IT WOULD REMOVED. JAN 24TH I RECEIVED CALL FROM MERRICK BANK COLLECTIONS SAYING I'M 40 DAYS PAST DO ON ACCOUNT FOR $25 BALANCE WHICH WAS SUPPOSE TO BE REMOVED. PLUS I WAS CHARGED NOW A $35 LATE FEE ON TOP OF MY MONTHLY BILL MAKING JAN'S BILL $120! WHEN I SPOKE WITH SEVERAL REP'S AND SUPERVISOR ******** ******** I WAS TOLD INSTEAD OF BEING AUTOMATICALLY REMOVED FROM DECEMBER PAYMENT MY ACCOUNT WAS CREDITED WHICH WAS NOT EXPLAINED TO ME AT ALL! I BELIEVE THIS WAS INTENTIONAL SO I COULD INCUR ANOTHER LATE FEE. ALSO, FOR WHAT IS A $25 BALANCE MERRICK SENT MY ACCOUNT TO COLLECTIONS EVEN THOUGH I HAVE NEVER MISSED A PAYMENT AND HAVE ALWAYS PAID ON TIME. I FEEL THIS SCARE TACTIC USED TO INTIMIDATE ME IN PAYING WITHOUT ASKING ANY QUESTIONS OR DISPUTE ISSUE BY HOLDING MY GOOD CREDIT HOSTAGE.

Desired Settlement: I WANT ALL LATE FEES AND INTEREST INCURRED FROM THOSE FEES REMOVED FROM MY ACCOUNT ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/01/31) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review of Ms. ****'s account was conducted. This included listening to the telephone calls made regarding the account in January 2014. Ms. **** called and requested that the late fee assessed to the account in December be removed, the representative that assisted her did so. However, the minimum payment due at that time, for January was ******* Even though the late fee was waived the minimum payment due is still owing. Ms. **** made a payment of ****** for January which was short of the full minimum payment due. Because the amount paid was less than the minimum payment due the account received an additional late fee for that month. The statements are generated 21-22 days prior to the month the payment is due. If a fee is waived for the prior statement cycle that does not show up until the following statement cycle. The account holder is still responsible for the entire minimum payment due for the previous due date/statement cycle. Merrick has as a courtesy waived the additional late fee on the account in the amount of $35.00 for Ms. ****. She should see this adjustment on her next billing statement. Initial Consumer Rebuttal /* (3000, 7, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by customer service supervisor ******** ******** that account would be credited but called and was told by representative it had been declined. Would like to receive something in writing that account has been credited $35 late fee before closing complaint. Final Business Response /* (4000, 9, 2014/02/05) */ Ms. ***** statement will be the proof in writing that the late fee has been waived. She will just need to verify that on the statement when she receives it. If for some reason the late fee does not show as being waived she can contact me to further resolve this issue.

2/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled credit card in early Dec 2013 & paid bill in full prior to due date. Got statement for annual monthly fee despite cancelled card & full pay Credit card account # is XXXX XXXX XXXX XXXX. Statement dated 1/3/14 with payment due date of 1/28/14. Bill reflects account paid in full. I called customer service at X XXX XXX-XXXX to try and resolve to no avail and reiterated that the card was cancelled in Early December 2013 before paying it off in full. I should not be responsible for annual service fee on cancelled credit card that has been paid in full.

Desired Settlement: Account credited for $46.18 with no further monies due on cancelled credit card that has been paid in full.

Business Response: Initial Business Response /* (1000, 5, 2014/01/27) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ***** account was made. The payment received to pay the balance on the account was received after the due date. This caused a late fee to be charged on the account. There was also trailing interest for the days between statement cycles in the amount of $5.18. There was also an annual fee on the account. Merrick has as a courtesy waived the remaining balance on the account of $46.18. Mr. ***** will receive one more statement showing this adjustment to the account. The account shows that it was closed on November 22, 2014. These actions should resolve any issues that Mr. ***** may have had.

2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About 3 months ago I signed up online for a Merrick Bank credit card. I never heard back from them and truthfully forgot I ever signed up. Then I received a statement from them saying I owed 150.89 that included a 25 late fee plus interest and a 75 sign up fee plus a 49 annual fee. Well, I NEVER received a card from them-I NEVER heard anything until this statement came. I tried calling them and have been getting the run around-which I can tell and have been very calm about the whole thing, but to tell you the truth I KNOW they are scammers and I fell for it. Now my "DUE DATE" is Feb. 4 and once again I'm trying to contact the number provided and no one ever answers. I should have contacted my daughter before I ever did this, but if you can in some way-anyway- help me with this as I'm on a very low income and truthfully the amount they want is out of my budget. My 'account' number is XXXX XXXX XXXX XXXX. Please tell me what I can do or should I make payment by the 4th of Feb so I will not be 'late' again?? Thank you for any help. ****** Product_Or_Service: Credit Card Account_Number: XXXX XXXX XXXX XXXX

Desired Settlement: DesiredSettlementID: Replacement Have them send in writing to me that they will VOID all payment request as I never received a card from them and for them to send me a new card and I will be happy-thank you-****** ********

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ Contact Name and Title: ******* *****-Paralegal AVP Contact Phone: XXX-XXX-XXXX A review if the issue regarding Ms. ********'s account with Merrick was made. Because of the many issues Ms. ******** had explained in the complaint and the discussions that were had with the representatives, Merrick has closed the account and waived the entire balance of the account. Ms. ******** will not be responsible for any of the balance of the payment and any credit reporting will be removed from her credit file. Initial Consumer Rebuttal /* (2000, 7, 2014/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because I now have it in writing that I will not be responsible for the fees and that Merrick has closed the account. I will contact you further if this does not transpire-thank you

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to cancel service with AM Payments US/Pivotal Payments and they state that I owe a $6,104.67 early termination fee. I own a small toy store in ****** ******* I was pressured into using a Credit Card processor called AM Payments US-they promised amazingly low rates. My monthly bill from them has had numerous fees attached, so I decided to change to my local bank, Wells Fargo. I got set up with Wells and called AM Payments and was told that I would have to pay a $6,104.67 early termination fee. I asked them to send me a copy of my contract, and there is no mention of such fees. I was also routed to Pivotal Payments, which I have never heard of and I don't have any idea where they are located. I am not renting or leasing a credit card terminal from them and never signed anything with any disclaimers or info on termination penalties. I checked online and there are numerous complaints against this company and their practices. I consulted with my banker and he advised closing my checking account and opening a new one so that they (Pivotal Payments) wouldn't withdraw the money before we could sort this out. I could go on and on with how stressful this is, but I think you get the picture.

Desired Settlement: I want to terminate my relationship with AM Payments/Pivotal Payments with a normal cancellation fee. My Wells Fargo contact said that the industry standard is up to $500.

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Pivotal Payments has informed Merrick that they have agreed to let the merchant out of the contract for no early termination fee. They have communicated that to the merchant. If Ms. ***** has any other issues regarding this she can contact our merchant services department for assistance. Initial Consumer Rebuttal /* (2000, 7, 2014/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they actually will let me out of this contract with no penalties, then I will be very satisfied with the outcome.

1/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started getting 1-2 calls a day from X-XXX-XXX-XXXX where a pre recorded message identified a call from Merrick Bank and stating it was a very important message for me. The calls are now coming in 3-4 times a day and I just got the latest one right before 9 PM eastern time last night. I have never done business with this company, no credit card, bank account, etc. so there is no reason for them to be calling me this many times with no detailed message. I have searched the phone number in Google and there is no shortage of complaints about their practices. It looks like this is their Card Services office but once again I have never had any business with them so either they are trying to scam me or they are harassing the wrong person. I want this to stop immediately and I will provide my phone number below to ensure it is taken off their system. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/01/22) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Mw. ****** did not provide the phone number being called. To be able to assist with this issue I will need the number being called to have it removed from the associated account. Thank you Initial Consumer Rebuttal /* (3000, 7, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My phone number is XXX XXX XXXX. And how exactly did they get my number in the first place? I have never done any business with them. Final Business Response /* (4000, 9, 2014/01/27) */ The phone number has been removed from the account it was associated with. The number was found through a skip trace as the phone number for our account holder. They have used this number and it appears on their credit file. The removal of the phone number can take 24 hrs but the calls to Mr. ****** should cease. Merrick apologizes for any stress or inconvenience this may have caoused. Final Consumer Response /* (2000, 11, 2014/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as these calls stop then fine. But calling someone several times a day at all hours is harassment whether an account holder or not.

1/24/2014 Billing/Collection Issues
1/24/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Closed account for no reason Our account was opened in early 2013 (around April or May. We have made every single payment on time and most payments in excess of the minimum amount due. On Dec 24th 2013 the account was closed with no notice what so ever to us. When we called to understand why, the representative stated that there was returned payment on the account. The reason for this was because our debit card was lost so we had to close the account with our bank that our Merrick payments come out of. We had opened a new bank account in which our Merrick payments would now be taken out of. The information was not changed in time with Merrick bank for the payment to come out of the correct account. Please keep in mind, the returned payment from Merrick bank was not even due yet, we were making an early payment, so it was not late as of yet. As soon as we found out from Merrick bank what the issue was, it was immediately rectified and we made 2 payments in excess of 400.00 when the minimum amount due was only 35.00. They stated that they were still unable to re-open the account due to "High risk nature of account history". As stated, we had never made a late payment or had any issues with the account, in fact, just 3 weeks prior to this incident, Merrick bank issued us with a $600.00 credit INCREASE on our account. If we were so high risk, then why would they issue us a credit increase? As advised by the representative on the phone, we then faxed a letter to the "higher ups" requesting the account be re-opened (we still have a balance on the account and plan on paying and using the card as usual) A week later we received a letter in the mail stating they would not re-open the account due to "Account performance". This is what we do not understand, Our account performance is outstanding, all payments have been on time and most in excess of the minimum amount due, actually, very much in excess. Ive called the number provided in the rejection letter to dispute the decision, and was denied the ability to speak to a manager, and was asked for all the account information adn told someone would call me back very soon that day, ive still not heard from them. I would like for my account to be re-opened as this does not look good on my credit as it shows a closed account with a balance. Again, there have never been issues as far as payment and every payment has been made on time.

Desired Settlement: We would like the account to be re-opened

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of the account was conducted. I made a request after the review and after reading Ms. *****'s account of what occurred with regarding to her banking account for the Visa credit card account to be reinstated. The credit department manager has agreed to reinstate the account. Mr. and Ms. ***** can use the same cards they currently have as they have been re activated. If the require new cards they can contact customer service and request new cards. Hopefully this action will resolve any issues that Mr. and Ms. ***** may have had. Initial Consumer Rebuttal /* (2000, 7, 2014/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is very much appreciated and i assure you there will be no issues and will be continue being loyal customers for a long time to come.

1/15/2014 Billing/Collection Issues
1/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Merrick Bank customer service personal set up an incorrect auto payment $1 short, then charged me a $35 fee and double payment for the next month. The Merrick Bank customer service set up an automatic payment for my payment in November, SHE set up the payment which was $1 less than it was suppose to be, next month Not only do I have to Pay the double amount, but they Charged me a $35 fee for being the $1 short she set me up with. Customer service including the supervisor refused to make it right.

Desired Settlement: I have already paid my double payment, but expect at least a refund of the $35 fee.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Contact Name and Title: ******* *****-paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ********'s account was conducted. This review included listening to the recorded calls from October through December regarding the payment issue Mr. ******** references in his complaint. The October 16, 2013 call is the call where the representative took a telephone payment from Mr. ******** for the September payment that was past due. This was also the call where the representative help Mr. ******** set up recurring payments for the next 12 months. The representative asked Mr. ******** during the call what payment amount he wanted to pay each month for the recurring payment. Mr. ******** told the representative that he had been paying $48 each month and wanted to continue to do so. The representative set up 12 recurring payments for $48 dollars beginning with the November 2013 payment. The payment due in November was actually $49 but because that statement had not been created at the time of the call there was no way for either Mr. ******** or the representative to know that the payment of $48 would be insufficient. Merrick has as a courtesy, waived the $35 late fee that was assessed the account for the payment made in November. Mr. ******** should see this adjustment on his next statement. Mr. ******** should go online after the 22nd of the month and review his December statement to make sure that the $48 payment will be enough to cover that statement cycle payment.

1/7/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: $215 drafted from my account 19 days after my application was supposedly cancelled which caused 6 overdraft fees in the total amount of $216. On 10/17, I applied for a Merrick Bank Secured Card online. I was immediately approved and excited to start up an account to help build my credit. In the approval email, an Approval Code was given to me to make a deposit of $200 - $3,000 to start up my account, which was XXXXXXXX. On November 17th, I went in to my Suntrust Acct, ending in 8189, and set up Bill Pay for $215 to go to Merrick Bank Tampa, FL office as the approval email directed. After 5 days, 11/21/13, of not receiving any correspondence, I checked my Suntrust account and saw that they sent out a paper check to Merrick Bank which delayed the arrival of my funds. I immediately called Merrick Bank to see if they had received my check and if my account would still be activated. Most credit card companies give you 30 days to send in a deposit and was under the impression that Merrick Bank was the same, therefore I was worried of cancellation of my application. I spoke with a customer service representative and asked her had they received my check and she said "no." I told her the situation of the paper check and she said me that I only had 20 days from my application approval to send in my security deposit, which was November 6th. I then asked her what they would do with the check that was sent out to them already and she replied they would sent it back to me because my application was cancelled and if I still wanted to start up an account I needed to go and reapply. I then immediately called my bank and told them about the issue and they told me when I received the check back in the mail from Merrick to void and shred it. This morning I wake up to an email from Suntrust Bank telling me that I have a negative account balance. I looked into the charges and I see that Merrick Bank cashed the check for $215 yesterday, which caused 6 charges on my account to get a $36 Fee for the total amount of $216. I called Merrick's Credit Dept. and briefly spoke with an agent who told me exactly "Customer Service doesn't know anything" and then transferred me to her supervisor ******. She basically told me that I was misinformed by the customer service agent I spoke to on 11/21. I explained the issue with my bank she did not offer any assistance, but said my bank should have told me that they were going to cash it. I explained to her that I called Merrick to get that information because my bank cannot make a company cash a check. I advised ****** that I wanted to cancel my application with their company because the unjust practice, dishonesty, and lack of empathy and ownership to my situation. It is now 2 days from Thanksgiving and I do not know how I will purchase groceries to make my dishes to take to my family's house. She told me that she would see if she could cancel it and that i would receive the funds back in about 3 weeks. She never offered to send additional funds due to the lack of knowledge of the employee that I spoke with. I am utterly disappointed that I have been taken advantage of by a company in the way.

Desired Settlement: The settlement that I am seeking is only the money that I have lost in this matter. I deserve the initial $215 that was sent from me by Suntrust and the $216 in overdraft fees that were incurred due to CSR not being knowledgeable. I can provide proof on my bank statement if needed.

Business Response: Initial Business Response /* (1000, 5, 2013/12/02) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of the application submitted by ****** ****** was conducted. On October 17, 2013 the application was submitted for a secured card with 30 days to fund the deposit. Merrick did not receive the deposit from Ms. ****** until November 22, 2013. The application was automatically withdrawn on November 13, 2013 because no deposit had been received. This is the bank's policy and is fully disclosed at the time the application is submitted. There is a disclosure is made at the time the application that the refund of the deposit could take up to 20 days to be returned. Ms. ******'s refund will sent to her via regular mail. Upon checking with the credit department they indicated that the refund would be sent on December 3, 2013. The representative who spoke to Ms. ****** indicated that the funds were not received. There would have been no way for that representative to anticipate when or if Merrick would receive the funds. The address provided during the application process goes to Merrick's lockbox vendor who forwards the information that a deposit has been received after the money is deposited. Unfortunately, Merrick will not refund any fees that Ms. ****** may have incurred with her bank while the deposit was pending. Final Consumer Response /* (4200, 11, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be submitting my banks records to show that it was solely the cause of the deposit that Merrick Bank drafted from my account that caused my overdraft fees. I will mail them directly to the address listed above. I hope that your company does a better job in the future with their customer service representatives training because I have been lied to repeatedly. Even in this situation with Merrick's BBB representative I just received the check for my deposit this past week and it was dated the December 9th. On your 12/2 Business response the statement says that my check would be sent out on 12/3, which was obviously false AGAIN. Once you receive my statement from Suntrust I hope that you show me that you can be an honest company for once and right your wrongs so that we can end this matter fairly. If the fees are not reimbursed in their entirety I will definitely reopen the case immediately. Final Business Response /* (4000, 9, 2013/12/06) */ Merrick has laid out the facts from the records available regarding this issue. We are not assigning blame only stating facts as they appear in the records. If Ms. ****** will provide records to Merrick that the overdraft issue was solely the cause of the deposit then Merrick will review and determine if it will reimburse any of those fees to Ms. ******. She can mail proof of this to Merrick Bank PO Box 5000 Draper, UT 84020 Attn: Legal Department

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted your office in reference to your billing cycles.The rep ***** N ******* the NY office was rude and refused to help me with my questions. My billing cycle ended on the 7th. Today was now the 11th, i contacted the bank to ask why i hadn't received a monthly statement yet. I was informed by a rude rep named ***** N that my cycle ends on a different date each month. I inquired about more info, since no other credit card issuer i deal with follows these practices. I was told my cycle would end on the 14th and my bill would be sent in the mail. I asked why my cycle kept going a week after the due date and she refused to continue that conversation. She said and i quote "I;m not going to fight with you about billing cycles". I was not looking for a fight, simply an answer. She continued to badger me until I asked for her info and supervisor. After a 10 minute hold i spoke to a supervisor in the Pittsburgh,Pa office named Sean. He explained to me how my billing cycle worked and assured me he'd review the previous call and reprimand the employee. He was very polite and helpful. The previous rep, who ruined my day and made literally physically sick, was named ***** ** REP number *** from the New York office. She was extremely rude and if it wasn't for Sean helping me I would have cancelled my card with them after speaking with her.

Desired Settlement: Discplinary action of the employee above listed. A review of the phone call. Otherwise i will cancel my card immediately.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of the account was conducted. This included reviewing the telephone calls Mr. ******** had with the representatives who assisted him on December 11, 2013. The first representative did a poor job of explaining how Mr. ******** statements worked. The second representative was much better at the explanation and seemed to help Mr. ******** understand how the statements and due date for the account worked. I will explain below. The statements cycle around the same time each month. In your account's case it is the 12th or 13th of each month with the payment due on or before the 7th of the following month. If we take as an example the statement dated October 13, 2013, you will see there were 31 days in the statement cycle which caused interest to be charged on the balance owing in an amount of $12.12 for that statement cycle. Interest for the month is calculated on the average daily balance of the account for the number of days in the cycle for each month. Unless you were to pay the account in full on the day the account cycles or the next day there will always be a few days of "trailing interest" on an account that has a balance owing on it. The statement cycle is set up according to the requirements of the CARD Act which indicates that the account must have 21 days from cycle date to payment due date for the account holder to have sufficient time to make that payment. This is also required by Bank policy. The first representative has received a reprimand from her supervisor and will undergo additional training to better understand how to sufficiently explain the statements to the account holders. She and the rest of the customer service representatives will undergo additional training on the credit card accounts so that they have a full understanding of various issues that arise. I have enclosed copies of the last 3 statements which were reviewed for this response.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: my secured credit card is not reporting to equifax MY MERRICK BANK SECURED CREDIT CARD IS NOT REPORTING TO EQUIFAX CREDIT BUREAU. MYSSN ********* DOB ********* CREDIT CARD NUMBER XXXXXXXXXXXXXXXX MY ADDRESS IS *** ****** ***** COLUMBIA SC 29203

Desired Settlement: PLEASE CONTACT ALL 3 CREDIT BUREAUS AND MAKE SURE THAT MY ACCOUNT GETS REPORTLY CORRECTLY MY CREDIT SCORE IS NOT INCREASING LIKE IT SHOULD BE/C IT IS NOT REPORTING ON EQUIFAX

Business Response: Initial Business Response /* (1000, 5, 2013/12/03) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ********* account was conducted. Merrick reports to all three credit reporting agencies each month Mr. ********* account cycles. Merrick provides the information at all of the reporting agencies. However, If Equifax is not displaying the information being provided by Merrick there may be an issue with Mr. ********* file with Equifax. Merrick cannot resolve that for him, he will need to contact Equifax directly and with their help determine why his Merrick account information is not appearing on his file. Mr. ********* can contact Equifax on their website or via phone at XXX-XXX-XXXX for assistance with this issue.

12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: merrick bank sent me a pre approval letter and then did not approve me. now i have an unauthorized hard credit inquiry. I want them to remove it from my report.- ***** ******

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Mr. ****** was sent a prescreen offer of credit. He responded back with an acceptance of that offer on December 5, 2013. Attached is an example of the exact solicitation that Mr. ****** received for a Merrick Bank card. This is a firm offer of credit contingent upon the applicant continuing to meet the criteria as obtained in the pre-screen prior to the offer being sent. Mr. ******'s application was denied because his FICO score had degraded below the minimum score for the offer he was sent. Mr. ****** did authorized Merrick to obtain his credit file. In the solicitation he received under the "Conditions" section it indicates that by responding he is giving Merrick permission to make a credit inquiry. An example of the exact solicitation piece he received is enclosed and I have highlighted that section of the solicitation for your information. Merrick will not remove the inquiry as it had permission for the inquiry as defined in Regulation B. Final Consumer Response /* (3000, 7, 2013/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not authorize a hard inquiry. your customer service is the worst I've ever felt with. the people you employ to take phone calls barely speak english and are rude. Im actually glad i didn't get you cc because i would never want to do business with you.

12/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My husband died on October 28th 2013. He had set upauto pay and this account has never been paid late. Bank closed account and caused me great harm. Now I have letter-they say I am dead. I am clearly not dead. After talking to some person who couldnot speak English--who also alleged I am dead--I wasvery angry. They closedaccount and wanbt a dead person topay? Who are these nuts? I am writing Consumer Reports next.

Desired Settlement: I want them to just write this off-andI never want to do business with them again. I refuse to pay. After all, I am dead!

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. ******'s account was conducted. The review included the phone calls made regarding the account in November. Ms. ******'s last two payments were returned by the bank they were drawn on. The reason for this return was because Ms. ******'s husband, whose account the payments were made on was deceased and the bank would not honor those payments. Ms. ****** received the two letters attached in connection with the returned payments. When Ms. ****** contacted the Bank it was explained to her that if she replaced the first payment returned the account could remain open but on hold. It is the Bank's policy to close accounts that have more than one returned payment. Ms. ****** was told during one of the phone calls that if she provided Merrick a letter from her bank on their letterhead stating that she had an account in her name that was in good standing we would consider reopening her account. Merrick has not received that letter. The policy to close accounts with multiple returned payments is to mitigate risk to the Bank. If Ms. ****** were to replace the payments returned and send in the letter from her bank Merrick could reopen the account for her. The account was closed on November 7, 2013 and if she doesn't act before December 6, 2013 Merrick **** be unable to re-open the account. The Bank's policy is to not reopen accounts that have been closed more than 30 days. If Ms. ****** has questions regarding this process or needs fax numbers to send us the required information she can contact us at XXX-XXX-XXXX.

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I made a payment, they refuse to credit my account based on that they say they have not received a payment, I then faxed them multiple times per their I made a payment, they refuse to credit my account based on that they say they have not received a payment, I then faxed them multiple times per their request proof from my checking account that the payment was made, processed, and cleared, they say the proof is not sufficient and refuse to credit my account.

Desired Settlement: $1400.00, which includes the remainder of the balance on the card and fees that it has cost me due to their negligence in processing my payment.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of the account was conducted. Merrick's records show that Ms. ***** account has been past due several times in the past 12 months. Merrick's policy is to implement a payment hold on accounts that have 3 or more late payments. This payment hold is also part of the cardholder agreement as set forth below. Under Section 10 of the agreement titled "About the Credit Limits on the Account" it states as follows: For security reasons however, we reserve the right to delay increasing the amount of credit available through your Account as a result of any payment or credit posted to your account for up to eleven (11) days following the date on which (and not as of which) such payment or credit is actually posted to your Account. This delay in increasing your available credit will not affect the proper crediting of your payment or credit to Purchase, Cash Advances, and finance charges, and will not alter the calculation of finance charges. Merrick applies this payment hold to reduce risk to the Bank. I have enclosed copies of the statements reviewed and the cardholder agreement that governs the account. The letter that was send was not sufficient because it was not on the Bank's letterhead and did not represent Ms. ***** account number or indicate that the account was a good and valid account with the bank. If Ms. ***** has additional concerns or needs any other assistance she can contact us at XXX-XXX-XXXX.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have never done business with Merrick Bank, yet we have been receiving collection calls for a ******. There is no ****** and we are on the DNC list. We are receiving both automated and person calls attempting to collect on a debt. The caller is Merrick Bank. I have called back twice and received assurances that this will be taken care of. My wife, also advised that there is no ****** here. We continue to receive calls. We are on the National Do Not Call Registry and since we have no business dealings with Merrick bank, they are in violation of the law. I am keeping records of all calls, date and time.

Desired Settlement: I want what the law proscribes as it relates to the do not call list. I will be seeking legal counsel and assume they will ask for a lot more so we can end it or we can really end it.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX I have searched Merrick's database for the phone number associated with this complaint and have not been able to find it. If Mr. ***** requested the number not be called then it has been removed from our calling queues as I cannot locate it in connection with any account currently owned by Merrick Bank. If there is a different number being called I would need to have that number to ensure that there are no further calls made to it. Final Consumer Response /* (3000, 8, 2013/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) No accountability on the part of the bank. No apology, no anything!

11/20/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Paid off 10/5/13 $1360. Received another bill late fee $35 for 10/9/13 and interest $26.48 for 10/15/13 after bill paid in full. CS refused to correct I phoned customer service 10/30/13 and told Repr ******* about the problem. She stated the payment was posted on the 12th incurring a late fee. Unbelievable since I sent it on the 5th Oct. When I inquired about the additional interest charges that were added after the account was paid in full, she said that those were on previous purchases. I advised her I called the company on Oct 5 to get the full pay off because I wanted no more interractions with their bank. Merrick bank has unscrupulous methods of placing late fees on accounts or questionable late posting of payments so they are able to add late fees. I also spoke with ****** a supervisor, and he transferred me to another supervisor phone mail, ****** who has not returned my call. Unfortunately I do not have time to wait on the phone to make an attempt to call them again. I have also paid the account in full again, to avoid further late fees. However, I do not believe that I owe these fees.

Desired Settlement: $60.75

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. ******'s account was conducted. The due date on the account is the 9th of each month as shown on the statements enclosed. On October 13 a payment in the amount of 1360.00 was received on the account. However, this payment was late and cause a late fee to be charge on the account in the amount of $35.00 there was also trailing interest charge of $26.48 from the date of the last statement cycle which was September 9th until the payment was received and posted on the 13th of October. This is the balance on the statement dated October 15, 2013. The only way Ms. ****** could have avoided the trailing interest to be charged on the average balance of the account between cycles was to have paid the account in full on the statement cycle date of September 13. It is Merrick's policy to post all mailed payments on the date they are received until 5p.m. EST, on line payments are posted through 11 p.m. EST. The customer service representative who spoke to Ms. ****** waived the interest on purchases as a courtesy in the amount of $21.60 when Ms. ****** called on October 30, 2013. Ms. ******* account now shows a credit balance of $21.60 and the account is open. I have enclosed copies of statements reviewed and the last 6 payments received on the account. If Ms. ****** has any other questions regarding her account she can contact us at XXX-XXX-XXXX.

11/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have disputed this account multiple times. It showed up on my credit report. This is a fraud account. I am a victim of identity fraud. I have been working over a year and a half trying to clean up my credit report due to fraudulent activity. I have had multiple accounts from different credit card companies opened in my name. I had my apartment broken into and sensitive documentation was stolen including income tax documents, checks, and other supporting documentation. Other companies have removed this from my responsibility and credit report. I have contacted Merrick Bank and they have not removed this from my credit report. This has jeopardized my family to obtain approval for a home purchase.

Desired Settlement: I am re-requesting a fraud affividit to be mailed to me so I can fill it out, have it notarized and returned. Then Merrick Bank can remove this account from my credit report. The account number per my credit report is: XXXXXXXXXXXX... In my maiden name...******* *** *****

Business Response: Initial Business Response /* (1000, 6, 2013/11/01) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. ******* account was conducted. The account was opened in May 2006 and used for the purchase of goods and services until it was charged-off for non-payment in January 2009. The account shows that many years of payments were made from 2 accounts that are noted as belonging to ******* ***** an account at TCF National Bank ending in XXXXX and on with Comerica Bank ending in ***** Ms. **** had made 10 disputes through the credit reporting agencies regarding this account. However, Merrick's notes do not contain any indication that Ms. **** ever alleged that this account was open fraudulently during the years it was open. I have attached a fraud affidavit to this response for Ms. **** to complete. She will also need to get a police report filed and a copy sent with the affidavit. Once Merrick receives that information an additional investigation will be conducted and Ms. **** will be informed of the results of that investigation. I have placed a do not contact flag on the account that will expire in 120 days. Ms. **** will need to complete both requirements and the forms received by Merrick before that time expires. If we do not receive that information and forms collection of the account will resume. If Ms. **** has any questions regarding the fraud investigation once she has sent in the forms she can contact us at XXX-XXX-XXXX for the status of that investigation. I have attached copies of statements reviewed and the application submitted for the account.

11/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was 7 hours late on my payment that was due October 7th 2013, I paid it first thing the morning of October 8th, 2013. I was charged a $35.00 late fe I was 7 hours late on my payment that was due October 7th 2013, I paid it first thing the morning of October 8th, 2013. I was charged a $35.00 late fee. Now my payment of $71.00 is due on November 7th, 2013 and includes this late payment fee of $35.00. I want this fee removed, I paid my bill 7 hours late this is rediculous.

Desired Settlement: Refund my $35.00 late fee for the month of October

Business Response: Initial Business Response /* (1000, 5, 2013/11/07) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. *****'s account was conducted. The due date on the account is the 7th of each month. Statements for the account are sent 21 days prior to the due date to allow for adequate time for the cardholder to make their payments. The statement cycling and due date of the account are standard industry practice for a revolving account and are in compliance with the CARD Act. There is no "grace" period on revolving accounts with Merrick Bank. It is Merrick's policy to waive one late fee in a 12 month period. Ms. ***** had a late fee waived on the account in July 2013. As a courtesy Merrick has waived the most recent late fee of $35.00. However, Ms. ***** will not be eligible for any additional late fee waivers until November 2014. Ms. ***** can set up re-occurring payments at the cardholder website. She can also request that her due date be changed if there is a more convenient date for her to make the payment by. If she needs assistance with either of these options she can contact customer service at XXX-XXX-XXXX for assistance. Final Consumer Response /* (2000, 7, 2013/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) With my other credit card, there is a 24 hour grace period for making a payment. I understand now that Merrick does not offer this service. I will move my due date to better reflect my pay schedule. thank you.

11/8/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: The customer service representative called me at my office, and then on my cell phone. He fraudly claim that the bank did not get my payment- to Oct. -Using predatory tactics to get me to agree to a second payment- which I did not agree to (?) payment the next day. My checking account was charged the two payment -Also causing my account to be overdraft (checking fee, late fee- overlimit fee) to be charged to my account- I closed this account in Feb 2012.

Business Response: Initial Business Response /* (1000, 5, 2013/10/23) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ******** account was conducted. According to the account records a reminder call was made to Mr. ******** regarding the payment due for October 11. Mr. ******** explained to the representative that he had mailed his payment. The representative explained that if the payment was not received by the 11th there would be a late fee charged. The representative encouraged Mr. ******** to make a payment via the phone, which he did. Later that same day the payment mailed by Mr. ******** was received and posted to the account. Mr. ******** called the next day and explained that the double payment had caused a problem with his account. The representative he spoke to explained to him that he could go to his bank and indicate that one of the two payments was unauthorized. Mr. ******** did so and the payment sent via mail for $115.00 was sent back to his bank. I did not find any indication that the representative used any "predatory tactics" with Mr. ********, but did point out the addition of a late fee if the payment was not received timely. If Mr. ******** wants to provide evidence of checking fees or overdraft fees, Merrick will review that and determine if there can be any additional adjustment to his account or credit for those fees. Mr. ******** can fax any information regarding those fees to XXX-XXX-XXXX for review. As a courtesy Merrick had waived the phone payment fee changed to the account in the amount of $10.00. I have enclose a copy of the statement showing the return of the payment for $115.00.

10/29/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Service rep called me a dumb ***.... Merrick canceled my acc because my payment didnt clear payment was a month early... My bank acc I used to pay merrick got frozen due to someone getting my information. So I had paid merrick before all of this happened. So payment got returned and merrick closed my acc. Made the payment in the end of September. Payment wasn't due untill November... Then when I was talking to ***** a manager there he mumbled the words dumb ***. This is a horrible way to run business. Never the less I would like me card that I put a 200 dollar deposit on. Re opened

Desired Settlement: I want my acc reopened.... And for the company to stop calling customers dumb *****

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review if the issue set forth in Ms. ******'s complaint was conducted. I listened to the calls Ms. ****** had with Merrick from October 6, 7 and 8. In the call on October 6th with the representative it seemed as though there may have been an inappropriate comment made. The call contained a lot of background noise, both from the representative's location and Ms. ******'s so it was difficult to be certain what the comment was. Merrick does not condone or allow any representative to make inappropriate comments. As a result of the review the representative who spoke to Ms. ****** has received a disciplinary. Merrick sincerely apologizes to Ms. ****** for the comment she heard. Based upon the information faxed to Merrick by Ms. ****** from Wells Fargo, her account has been re-opened. She should still be able to use the card she has in her possession. If she has any questions or need additional help she can contact us at XXX-XXX-XXXX.

10/28/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: My acct was paid in full and closed on April 6, 2010 in the amount of $1424.73. Merrick is reporting this account as charged off to credit agencies. This account was paid in full on April 6, 2010 in the amount of $1,424.73 and the account was requested to be closed. According to my credit report, Merrick began reporting late payments shortly thereafter and charged the account off in November, 2010 in the amount of $54. This is clearly a mistake. I made contact with Merrick in September. I provided copies of my bank statement showing the payment made to Merrick, as well as a copy of the letter I mailed requesting the account be closed. I will be happy to forward those documents to your office if needed. I received a letter from Merrick last week simply stating that their records were correct and that they would not make any corrections to my credit report. No explanation was offered regarding why additional charges were added to my account or why they are choosing to report this account closed at the company's request rather than my request. I was a loyal customer of Merrick's and am disappointed that they would choose to disregard the concerns by essentially stating, 'This is what our records show, therefore they must be correct." and not even offering up an explanation, rather than going to the trouble of looking into the records to see that an honest mistake may have been made on their part and making the necessary corrections.

Desired Settlement: All I want is for my account to reflect that I have a $0 balance and that is was closed at my request, and that my credit reports be updated to reflect that change.

Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. ********'s account was conducted. The account was opened in response to a solicitation in June 2005. The account was used to purchase goods and services through March 2010 when Ms. ******** paid the balance in full. However, there is no indication that Ms. ******** requested that the account be closed when the balance was paid in full. Because the account was still open with a zero balance the account was charged the annual fee. This fee is billed monthly at the amount of $8.00. The cardholder agreement sets forth the following: Your account is assessed an Annual Fee(s) for each year the account is open and for each year in which there is an outstanding balance on the account. If your account is closed but you fail to pay off the full account balance, you agree to pay the amount of the Annual Fee and applicable fees billed to your account for each month there is an outstanding balance. Because there was no indication that the account was requested to be closed the annual fee was charged along with the interest on that amount each month. Ms. ******** continued to receive statements on the account showing an amount owing until the account was charged-off in December 2010. I have attached copies of statements reviewed for this response. If Ms. ******** will pay the $54.21 that is owing on the account Merrick will update the credit reporting status to paid in full was a charge-off. She can send the payment to the address of Merrick Bank, PO Box 5000, Draper UT 84020.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charging for protection service when account is closed This card was closed over a year ago, yet they continue to bill me for a protection service. Protection from what??? The card is CLOSED and has been for the longest time!

Desired Settlement: Refund of ALL charges that were applied since the date of closure AND immediate cancellation of this protection "service".

Business Response: Initial Business Response /* (1000, 7, 2013/10/16) */ Please disregard the previous response. The acocunt is closed but still has a balance owing. I will have the payment protection cancelled but no refund will be forthcomming. The cancellation will be effective as of 10-17013. Thank you Final Consumer Response /* (3000, 9, 2013/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is illegal to have collected money for "protection" on an account that is not open. The refund is required! Final Business Response /* (4000, 11, 2013/10/23) */ Mr. ********* could still have taken advantage of the benefit even while the account was closed. As previously stated the refund would need to come from the plan administrator and is entriely up to their descretion. Merrick cancelled the benefit upon receipt of this issue. There is nothing futher that Merrick can do. If Mr. ********* wishes to seek a refund he will need to contact the PAYS administrator and find out if they will be willing to refunde anything to the account.

10/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: CRAs are required to stop reporting outdated information.It is usually the case that negative information about you that is over 7 years old (and 10 years in the case of bankruptcy) can no longer be reported.My outdated Merrick Accout remain on my credit report and it's been closed since 2006. DOB: ************ Last 5 Digit: **** Account number: XXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) The account should be removed.

Business Response: Initial Business Response /* (1000, 5, 2013/10/03) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. *******'s account was conducted. Mr. ******* had a Merrick Bank Visa credit card account from September 2006 through July 2008 when the account was paid in full and closed. The last payment received on the account was July 2008. The account will continue to report for 7 years from that date. The account will remain on Mr. *******'s credit file until July 2015. Merrick has responded to several credit bureau disputes by doing an investigation of the account and responding back to each credit reporting agency thought the electronic dispute process. Merrick has reported the status of the account correctly and accurately to the credit reporting agencies. Merrick is required to submit accurate reports on the accounts it reports on. The reporting will not be changed or deleted because that would be a violation of the Fair Credit Reporting Act "(FCRA") and the bank's policies.

10/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick bank told the big 3 credit bureaus i paid my june payment 30 days passed due when the full payment was paid by the due date. my june payment was paid in 2 increments on merricks website on 6/11 and 6/27 equaling 144 dollars. my payment was due 6/27. merrick reported to the big 3 bureaus i was 30 days past due according to my credit reports "Accounts with Negative Information" portion showing a 30 days past due. this payment posted on merricks end on 6/13 and 6/29. Even going by the posting date of 6/29 (2 days past the due date), this is not 30 days past due. under terms and conditions that came with my credit card there is a grace period as well as late payment fees. This would definetly not fall under 30 days past due. if anything its 2 days late resulting in a late payment fee. Reguardless on what date posted or paid, 2 days late is not 30 days past due and it was posted to my account on 6/29. Im aware of late payments earlier in this year and accept them. I am trying to repair my credit and having a 30 days past due on my report for a payment posting through there system 2 days after the due date is damaging to my report. If anything i was 2 days late, not 30 days past due.

Desired Settlement: please report to the big 3 bureaus i was not 30 days past due as i was not 30 days past due. if anything i was 2 days late. not past due

Business Response: Initial Business Response /* (1000, 5, 2013/08/22) */ Contact Name and Title: ******* *****-paralegal Contact Phone: XXXXXXXXXX After reviewing the payments made and applied to the account it shows that the payments for the past 8 months have been made past the due date or not until the next month on 4 occasions. For the month of June which Mr. ******* indicated in his complaint was made on time. The account records show that a total of $144 was due on or before the 27th of the month. Mr. ******* sent in 2 partial payments for that amount the first one received and posted on June 13 for $72.00 and the remainder for $72 received and posted on June 29th which is after the due date of the account. I have enclosed copies of the statements reviewed and copies of what Merrick has reported the all three of the credit reporting agencies. Merrick will not change or modify the reporting status of this account as it accurately reflects the status of the accounts during the timeframes being reported. To change or modify correct information would be a violation of the FCRA and Bank policy. If Mr. ******* needs to change his due date so that it better accommodates his financial situation he can contact customer service and request that date be changed. Final Consumer Response /* (4200, 11, 2013/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) How is the reporting accurate?!? 2 days late is not 30 days! How can you say 2 days late is 30 days? Its not. How can this be accurate? What part of the simple math if this is not being understood? Explain to me how 2 days becomes 30? Final Business Response /* (4000, 9, 2013/08/26) */ The statements speak for themselves. The reporting is accurate and will not be changes. Merrick has no further comments

10/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company failed to credit some payments to my account, incorrectly charged off my account and reported incorrect information to the credit bureaus I opened an account with GEICO CREDIT CARD in late 2006. I made payments to GEICO CREDIT CARD from May 2010 until August 2010. Then I was notified that GEICO CREDIT CARD was bought by MERRICK BANK. They gave me a new account number and I made payments to MERRICK BANK from September 2010 until I paid it off in January 2011. At one time, Merrick Bank took payments from me and failed to apply them to my account in a timely manner. Then Merrick Bank improperly charged off my account. Now Merrick Bank is reporting incorrect information to the credit bureaus. Merrick Bank tricked me by saying my account was transferred to another department when I called to discuss payment arrangements and check why payments had not been applied to my account. I believe at this time my account number was changed again. At this time Merrick credited and then reversed a payment I made. These payments are traceable payments made via Chase Bill Pay. I called Merrick to get information on my account as I could not access it online (I did not realize and was not notified it was charged off) and was transferred to another department which I learned two days ago was actually CARDWORK SERVICES. I have NEVER KNOWINGLY communicated the CARDWORK by phone or in writing, and I have NEVER received any mail or correspondence from CARDWORK. I have mailed Merrick several letters requesting this matter be resolved and my credit report be amended appropriately. This is when they got tricky on me. I recently discovered that Merrick Bank had been transferring me to CARDWORK Services Collection Agency when I called for account information. They would say they had to transfer me to another department. This entity (unknown to me at the time to be CARDWORK) told me they were MERRICK BANK but I recently learned I was actually transferred to CARDWORK services. CARDWORK services would act like they were MERRICK BANK and spoke to me about my credit dispute and give me account information. I only discovered the name of this company, CARDWORK SERVICES, when I called MERRICK BANK to request a letter indicated the account was PAID IN FULL (I needed it to provide proof of payment). As usual I called MERRICK BANK, they transferred me to the department handling my account and I requested a letter indicating this account was paid in full. I told them I did not like their customer services as they never sent me statements or allowed me access to my account OR sent me a letter saying the account was paid in full as I requested when I sent them a final payment. I have been disputing this and trying to resolve this the entire time and I expedited paying this account in full. After asking to speak to a manager I was told that this was in fact CARDWORK SERVICES, a collection agency and I had actually been paying them. I have made payments as agreed from my Chase Bill pay to Merrick Bank this whole time. This is not reflected on my credit report. MERRICK BANK has been paid in full. AGAIN, this account is PAID IN FULL! I will make a report against CARDWORK as well as they were working together in this deception. At this point I do not know WHO collected my money but I have PAID IN FULL.

Desired Settlement: Correct my credit report and stop reporting incorrect informaiton.

Business Response: Initial Business Response /* (1000, 5, 2013/08/23) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. *****'s account shows that it was charged off in 2010 and that subsiquently she paid the account off with the final payment being made in January 2011. The account has been reported as paid in full was a charge off since that date. Merrick does not hold payments each payment is credit on the day it is received. Ms. *****'s account has been paid in full as stated above and I have attached a copy of the most recent credit dispute response sent to all three credit bureaus. Final Consumer Response /* (4200, 11, 2013/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolution. I would like a copy of my payment history from my Merrick Account and my and GEICO CREDIT CARD account (with dates) as this is where the discrepancy lies. This will allow me to provide relevant payment information. Merrick Bank denied me access to my account (electronically). I have documentation to substantiate this. I made all of my payments electronically although there may have been 1 or 2 occasions I paid by phone (I can't recall). Other than that, I sent all my payments via Chase Bill Pay and therefore cannot provide front and back of payments. However, I do have all my bank statements showing I made payments April through December 2010. In addition, I made payments January 2011 until I paid it off in full in 2012. Therefore, before I accept the businesses response: I request: 1) Merrick provide me with their records of my payment history with exact dates from all accounts associated with this debt (including GEICO CREDIT CARD) 2) Merrick accept my bank statements indicating that I made online payments instead of copies of front and back of payments since I do not and never had these. This information is necessary as in the past I was denied access to my account information and mislead. Final Business Response /* (4000, 9, 2013/08/27) */ If Ms. ***** would like to provide copies of payments made that she believes were not credited to her account. Merrick will re-investigate ths issue and make any necessary corrections after that informaiton is received and the investigation completed. She will need to send copies of the front and back of any payments she believes were not credited to her account. Please have her send them to Merrrick Bank PO Box 5000 Draper UT 84020. to my attention. Thank you

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company charged me a 35.00 returned check fee and closed my account due to my checking account being closed but it is open Merrick bank charged me a return payment fee for 35.00 and closed my credit card account because "My account that I submitted payment with was "CLOSED"" My account was not closed there was insufficient funds due to a fraudulent charge and the bank fixed the issue and re-submitted payment which went through. I received a letter in the mail saying that my credit card was closed due to the "high risk nature" provided by my financial institution. I called my financial institution and they said that the payment was returned due to NSF not account being closed. I called merrick bank and they told me that they did not send a letter and that they closed my account due to NSF but the letter states specifically that it was due to HIGH RISK NATURE "ACCOUNT CLOSED" which is false. called them to get it fixed and was yelled at by a supervisor and treated horrible

Desired Settlement: I am seeking a refund of the 35.00 return payment fee due to it not being in my error or my banks error, and I would like my account re-opened. This was not mine or my banks fault it was due to fraud on my account.

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ********'s account was conducted. Mr. ******** opened this account in May 2012 and has used the account for goods and services. The account has had 3 returned payments in the past 5 months. Mr. ******** explained to a representative that there had been fraud on his bank account for this most recent returned payment but has not provided a letter from his bank as proof of this even though it was requested. Merrick will be unable to reopen the account as Mr. ******** has requested. The cardholder agreement that governs this account indicates that Merrick can close the account for any reason or no reason. In this instance the number of returned items made this account a high risk to the Bank. Bank policy and the policies of our regulator govern the amount of risk that is acceptable. If Mr. ******** wishes to discuss options for payment of the balance owing on the account he can contact customer service at XXX-XXX-XXXX and find out what options may be available to him.

9/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My bank acct was debited twice and I disputed second charge. Now I can no longer use my bank account to make a payment. My bank act was debited twice for my Aug 2013 payment which I did not authorize. This put my bank account in the negative and caused an over-draft fee. I was advised by my bank to dispute the second charge so the Over-draft fee could be removed. I did and the second charge was removed from my bank account. When I went to pay my September payment I could not use my bank account because my bank account had been flagged saying it could not be used. They said it had been reported to be a bad account. I called them and spent 45 minutes on the phone trying to get this straight. They said I needed to fax in proof that the bank account was a good account. I went to my bank and got a current statement with all my account information which they said they had to have. My bank refused to fax it because they said they were not allowed to fax account information. So I went and paid to fax this information. My payment is due tomorrow and I need to make payment now. They said I will be charged a late charge if I don't pay it by tomorrow. Yet they will not accept the form of payment that I have used since I had this credit card. The bank account information I faxed them included current balance and everything. More than enough I needed to pay the payment. Plenty more. Still would not take it and still they are going to charge me a late charge. I have nom other account and no way to pay. This is ridiculous. How can they not allow me to make my payment and still charge me late fees?? Over something that was their error in the first place. I DONT UNDERSTAND?

Desired Settlement: I WANT MY BANK ACCOUNT RE-INSTATED TO BE USE FOR PAYMENT AND FOR THEM TO STOP DOING THIS TO PEOPL. THEY ARE COLLECTING LATE FEES WHILE NOT LETTING PEOPLE PAY. THEY ALSO REQUESTED MY PERSONAL BANK INFO AND STILL OWULD NOT ACCEPT PAYMENT? WHAT ARE THEY DOING WITH THAT INFORMATION THEN? THET WOULD NOT ANSWER ANY OF THESE QUESTIONS!

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ******'s account was conducted. It appears from the account records that Mr. ****** may have inadvertently authorized 2 payments online for the month of August. Then as he indicated in his complaint he asked his bank to not authorize the 2nd payment. Merrick places a block on the online payment center until it received clarification from the account holder's bank of what occurred with the returned payment. This is the Bank's policy and it is in place to help avoid risk to the Bank. Once that explanation is received from the bank the account is unblocked and payments can again be made online. Mr. ****** indicated that his bank would not do so via fax. Mr. ****** did provide that information to us and the account has been unblocked as he should be able to make payment online again starting on September 27, 2013. Merrick will monitor the account and if a late fee is incurred, Mr. ****** can contact us and request a waiver of that fee due to the circumstances. Final Consumer Response /* (2000, 7, 2013/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because all I wanted to do is pay my bill.I only authorized 1 payment to Merrick Bank on a Friday.I was charged again at 6:30am the next day.I wasn't even awake then and I am the only one with the credentials to access their website.This was a unauthorized charge or I believe to be double charging.This also caused my bank account to overdraft.I called my bank and reported the unauthorized charge and Merrick Bank blocked the account.I don't know if it was a computer glitch or Merrick Bank.Seriously,why would I make two payments within a day?Now all I want to do is pay it off and find my scissors.Truly a horrible experience...

9/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I should not have to pay the full amount due, it should be minus all payments made. I had agreed to make monthly payments of $57.62 to pay off a Credit card, one of my payments was returned from my bank in March of 2012, although all other payments went through all the way up to October 2012 were deducted, the company representing Merrick said I broke a verbal contract with them and I have to pay back the original amount I owe them. ****** *********** LLC Po Box **** Old Bethpage NY XXXXX phone # X-XXX-XXX-XXXX my file # XXXXXXXXXXXXXXXX. When I called in February they offered me a payoff amount that was $300.92 I refused to pay the amount because I was never contacted by phone or mail that I defaulted in the agreement and why did they continue to take monthly payments out of my account, I have bank statements showing all deductions.

Desired Settlement: I would like to pay of this credit card in full minus all payments that I have made.

Business Response: Initial Business Response /* (1000, 5, 2013/09/05) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Merrick Bank ("Merrick") purchased a portfolio of loans which included Ms. ********* account in March 2013. From a review of the account records it appears that Ms. ********* has had 2 separate payment agreements that were not completed. Her account balance at the time the account was charged off was $1,063.60. The balance currently is $429.88. All of the payments she had remitted during both payment agreements have been deducted from the principal balance of the account. Since there have already been two agreements that were not completed Merrick cannot agree to any additional payment agreements for less than what is still owing on the account. If Ms. ********* wishes to discuss any arrangement to make payments on the balance still owing she will need to contact the collection company, Federal Bond, who is managing this account.

9/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: collections called me on a 8 day past due date. I was mad wanted supervisor left me on hold 20 min.never spoke to supervisor. merrick bank closed my account with out my permission. I wanted them not to harras me 8 days past due date.I requested supervisor held on 20 min never had the pleasure.I was told if they cannot get in touch with you by phone automatic closed account.I asked for supervisor again. another long wait, no supervisor.I suggested to call people who are over 30 das late which I have never been since I had the card and stop harassing me and hung up!!I paid my bill 1 week later plus the following and noticed they closed my account!! the representative did that on purpose with out my consent and now will lower my credit score!! how dare they!!I called a supevisor explained the situation and he had the nerve to tell me he needs to listen to phone call after I just told him!im a consumer who makes your bank extra money every month in interest and other fees every month!!he needs to hear a call and maybe merrick bank will reopen my account. This is frustrating!!!

Desired Settlement: I am seeking my card to reopen as I want it off my credit report closed by consumer. This was an act of spite work on the representative.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/30) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. *********** account was conducted. The telephone calls from August 7, 2013 were reviewed. Ms. ******** was concerned about how the account was being billed and the representative attempted to explain the billing cycle and why her account was past due. Ms. ******** disagreed with the explanation and requested that no further calls be made to the phone number listed on the account. Merrick Bank's policy is to remove the phone number as requested and place a do not contact flag on the account. However, the policy also states that if no number is available to contact the account owner the account will be closed. The representative attempted to explain that to Ms. ******** and during the explanation Ms. ******** disconnected the call. The representative closed the account as required by the Bank's policy. On August 23 Ms. ******** called and requested that the account be re-opened. During that call she rescinded the request for a do not contact flag and added her cell phone number as a number to be reach upon. The account was re-opened on August 26, 2013 and Ms. ******** was notified by phone that the account had been reinstated. Merrick's policy is aligned with card industry standards and is compliant with the regulations that govern the credit card industry. The credit reporting for the account is correct and accurate according to the account history and will not be changed. Merrick is required to report accurate information on the accounts it reports to the credit agencies.

9/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank should refund my credit balance Acct # ending **** I have a credit balance of the above acct and Merrick Bank is not letting me access this acct citing security reasons and asked me to send a photo Id and 3 signatures and other supporting docs . I faxed this info including a Bank statement to verify my address. I also mailed this info to Merrick Bank and they are claiming they haven't received it. I have attached the supporting docs to this complaint. Please refund my credit balance ASAP

Desired Settlement: Please refund my credit balance $786.70 ASAP

Business Response: Business' Initial Response /* (1000, 5, 2013/08/30) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of the account was conducted. The account notes indicate that there was some confusion about who owned the account. A man and a woman had each called claiming to be the account owner. That confusion was the reason for the verification request. Merrick is required to abide by the federal privacy laws and it is not allowed to discuss or release information to anyone but the account owner without consent to do so. Since it was unclear which person was the owner of the account there was a hold placed on the account and the refund was delayed because of those concerns. This was done to protect both the account owner and Merrick from possible fraud on the account. Since we have received the verification necessary the hold on the refund has been removed and a check for the amount of the credit balance will be sent to the account owner by Tuesday, September 3, 2013. That should be received by them in 4-6 days after it is sent. If there are any questions or if additional information is needed please contact us at XXX-XXX-XXXX.

9/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: dispute a charge with DirecTV. I contacted Merrick Bank several weeks back to dispute a transaction between DirecTV and myself. Having tried to resolve the situation with DirecTV unsuccessfully. On 8/12/13 I received a letter from Merrick requesting more information. I spent over 40 mins on the phone trying to relay the problem. Now Merrick is telling me they need proof of the dispute. I have nothing from DirecTV. They never installed the equipment at my house. I canceled the installation because they still show that I have an old account with their service. This account was included and discharged in a CH7 Bankruptcy in Oakland California. This is public record and can be looked up. I have had other dealings in the past with Merrick bank that never seem to go in my favor yet other credit card companies Capital One etc do not give me the run around.

Desired Settlement: I want my money refunded back from this transaction immediately. Visa has on their site Zero Liability http://usa.visa.com/personal/security/visa_security_program/zero_liability.html Therefore under this I should be entitled to a refund. I did not get what I was supposed to under what DirecTV told me they were going to provide. If you cannot get this resolved with me mediating through the BBB my next complaint is to the FTC and VISA directly. This is the simple matter of principal. I have always paid my account on time every month since the beginning yet your organization never has given me a credit increase or helped things in my favor.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXXXXXXXXX A review of the account was conducted. It is unclear from the notes on the account that the representative understood what Mr. ******* wanted in connection with the DirecTV issue. Merrick has issued a temporary credit to Mr. *******'s account for the $107.42 charge from DirecTV and will attempt to do a charge back for that charge. Mr. ******* should see that on the next billing statement he received. If DirecTV will not honor the charge back Merrick will issue a miscellaneouos credit to his account after the reults of the attempted chargeback are known. It was clear from the BK docket that the DirecTV debt was included. It may take up to 60 days for the temporary credit to become permanent. Mr. ******* will be informed once that has been completed.

9/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: merick bank my credit line is $750.00----------I paid a payment off $39.00 leaving &10.00 --$39.00 CREDIT--THEY SAY I CHARGED $201.75 FROM JULY 21TH-----------TO AUG 13-------WHICH NCOMES TO $749.50 PLUS $201.00 OWEING $950.00 THIS NOT POSSIBLE -----PLUS I WAS SUPPOSE TO GET A CREDIT OFF ($61.50 BACK WHICH I DIDNT GET ), I CALLED THEM ALL I EXCUSES,I WAS WRONG -------- $738.50 should be right , then --substract $61.50---$677.00 that wat I owe.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them make adjustment to $677.00 nothing more nothing less.-- I will not except anything less.

Business Response: Business' Initial Response /* (1000, 10, 2013/08/29) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ******** account was conducted. Mr. ******** opened the account in June 2013 and on July 19, 2013 he indicated that he did not recognize one of the charges on the statement he had received dated July 14, 2013. Mr. ******** submitted a fraud affidavit and Merrick removed that amount from the balance owing on the account, which at that time was $749.75. The original account was closed and a new account number and card was issued to Mr. ********. He received the new card and activated it on July 26, 2013 according to the notes on the account. On the statement dated August 14, 2013 it shows that the amount in question, $61.50 plus interest on that amount of $.50 was credited to his account. The remaining balance owing plus the additional charges for the new statement cycle has the balance owing on the account at $759.29. Mr. ******** did not dispute any other charges on the account and therefore they were considered valid. I have enclosed copies of the statements, fraud affidavit that was reviewed for this response. If Mr. ******** wishes to discuss the balance of the account he can contact us at XXX-XXX-XXXX. Consumer's Final Response /* (-5, 17, 2013/09/04) */ I grred to file fraude charges all I got was the same talk before they would let me file, I want the charge to stay I don't agree Business' Final Response /* (4000, 14, 2013/09/03) */ Mr. ******** will need to contact the fraud department at XXX-XXX-XXXX and request another fraud investigation for the additional amounts. This could take up to 45 days but this will be the only way to ensure that he is not responsible for those amounts if they are determined to be fraud.

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales rep. from Prudential Payment Systems (a part of Merrick Bank) came into our business on May 8, 2013 offerring terms, rates and conditions for our credit processing services. At no time did she state that there would be a contract with her company of any kind. She wrote up an agreement with those terms and rates and promised next day deposit and no contract needed with her company. She promised to deliver a copy of the agreement to us after it was approved. When I tried to contact the rep. after we received the equipment she could not be reached for several weeks. I began using her machine and service and immediately saw that her company was not doing or charging what she had offered. It was taking 3-5 days for our money to be deposited into our checking account. Again, I tried to call the rep and had to leave her a message. She finally called backand said she would correct the situation. A couple more weeks went by and our service had not improved. Again I called the rep and she took a while to get back with me making excuses about family problems keeping her away from work. She promised to correct the situation. After a couple more weeks with the same problems I decided to switch companies. I found a service that does offer next day deposit. When my office manager called the company to inquire about where to send the equipment to she was told that we had agreed to a three year contract. I was mailed a copy of the agreement and there is no mention of a contract. In addition, there are several areas of the contract that were whited-out and re-written regarding our rates and fees. This company purposefully misrepresented itself to me and is demanding money now to get out of a contract I was never told about or agreed to. The sales agent cannot be reached to present me with any original documents. This company needs to be warned about their unethical practices and told to stop preying on small businesses. Thank you, *** **** Product_Or_Service: Merchant Services Order_Number: none Account_Number: none

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to be removed from this so-called contract that was never discussed with me. I did not receive the services promised by the sales agent and the copy of the agreement that was mailed to me was whited-out and changed after I signed it and does not mention a three year contract. I would like to know where I should send their equipment to as I no longer am using it. Thank you, Mr. *** ****, **** **** LLC. Owner/Operator

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Merrick Bank ("Merrick") contacted the Independent Sale Organization ("ISO") Pivotal who has the contact with Mr. ****. After researching this issue with Merrick's ISO, the ISO has agreed to terminate the agreement with Mr. **** and **** **** LLC. The ISO will do so with no termination fee and will personally communicated this to Mr. ****. The ISO will also provide the name and phone number of the Director of Risk and Underwriting in case Mr. **** has any further issues. If Mr. **** has any further questions or concerns he can contact our Merchant Services department at XXX-XXX-XXXX.

8/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Holding back payments so a late fee can be issued. I have mailed my last 3 months payments 10 or more days in advance to arrive on time in Tampa billing address. I have spoken to the Post master in Lexington Ky which is the hub for central Ky. This is where the bill has been mailed all three months. Post master tells me that it is no more that 3 days to Tampa for receiving a letter. Merrick seems to always get it late by 3 to 4 days. Of course this allows a late fee to be applied. I contend that as usa bank was found guilty of doing this in the early 2000's Merrick is deliberately holding mail to apply late charges. I have also sent Kentucky Attorney General this conplaint.

Desired Settlement: I would like an honest back to process mail on time and any late fees returned including wiping my record clean

Business Response: Business' Initial Response /* (1000, 5, 2013/08/07) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX After reviewing the payments made and applied to the account it shows that the payments for the past 6 months have been posted to the account within an average of 5 days from the date the check was written. All of this assumes that the payments are mailed the same day or the next day after the check was written. It is Merrick's policy to post all payments on the day they are received. The only days that payments are not posted are Sundays or holidays. Payments received on those dates are posted as of the prior business day to give the account holder the benefit of avoiding any costs associated with possible late fees that may have been assessed because of the Sunday or holiday. We conduct audits of this process or a regular basis to ensure the policy is followed by the lockbox vendor. Mr. **** can sign up for the online cardholder center. This will allow him to make his payments on a secured website 24/7 and he can review his statements as well online. The payments received through the cardholder center website are posted each day until 11p.m. EDT. It is Merrick's policy to waive one late fee in 12 months. Mr. **** has had 2 late fees waived which includes the most recent late fee was again waived as a courtesy. I have enclosed check and statements reviewed for this response for your information. Consumer's Final Response /* (4200, 11, 2013/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am asking for the last late fee applied to the account to be removed. I have also sent the complaint to the Kentucky Attorney General. It really has happened this way for 3 times. As far as the web site. I have given my wife ******* permission verbally to Merrick bank to use the on site web to pay the bill. She asked for help and was denied. We both had to speak to Merrick on the same call, which we did to verify this and still she was denied help. So we are back to square one with this problem. I intend to pay this account off and cut up the card. Merrick Bank will be hearing from the Attorney General. If they refuse to refund the late charge I will go farther with this. We would just like to put this in the past if possible. It is all up to Merrick Bank and how much time they choose to spend on this. I have more time than money. I will fight for a reasonable cause. Business' Final Response /* (4000, 13, 2013/08/13) */ Merrick has waived 3 late fees on the account as a courtesy. There are no other late fees to be waived. As previously stated Merrick does NOT hold payments they are applied every day and all payments are posted as of the day they are received as per Bank policy and federal regulation.

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have received an alert on July 04,2013 from Equifax Bureau Account about Merrick bank. Someone opened the Merrick bank account ilegally using my social security number. soon as i called to Merrick bank company. that i haven't opened the account with the Merrick bank. when they aked my social secutiy number to pull up the information and they saw different name after that they said " send your legal documents" i faxed it after 48 hours i called them they said we didnt receive the documents. second time i faxed it they said samething they didnt receive it and they asking me for third time to fax my documents. they dont want to help me out and customer service is bad too

Desired Settlement: DesiredSettlementID: Other (requires explanation) close that account find out with that person. The person opened the account using my social security. catch that person

Business Response: Business' Initial Response /* (1000, 5, 2013/08/06) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Merrick has several accounts with this name associated with it. The account holder will need to provide the account number and the last 4 of the SSN to ensure the correct account is investigated. Please have them reply with that infomation. Thank you.

8/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Pays Plan Protection Fraud and Horrific Customer Service Contacted Merrick Bank about the charges on my account from Pays Plan Protection on 5/20/13, they informed me that they have no access or ability to refund or do anything with that company. I had to contact them myself. I called Pays Protection and informed them that I did not want their services, there must have been a mistake while signing up and i want it cancelled. They tried to convince me of what a great offer it was and I wasnt buying it and told them to cancel and refund immediately. At the beginning of June, there was fraud on my Merrick bank account, so Merrick closed my account, opened up a new one and then sent me a new card. On 6/18/13 another charge from Pays Protection Plan. I called them and asked why they were charging me again, now keep in mind i got a new account number, the lady tells me well we didnt charge you sir, i am like yes you did I am looking at my statement. She said no we didnt because your card number doesnt show on my screen, we showed we cancelled your last card on 6/14/13. Well 6/14/13 is the day that the old credit card number was cancelled and a new one was issues, so they didnt cancel anything. The card closure cancelled it. So, she tells me i needed to fax over the statements to XXX-XXX-XXXX and they will resolve it. Well 7/19/13 comes around and again, I was charged. I called Merrick to dispute and block and they refused to do so. I called Pays back and they told me the same thing, so I re-faxed the documents, and this time including the newest statement. No refund, no call, no nothing. So I call Merrick bank explain the situation, the rude customer service person is like well lets look at your application and see if you applied for it, i said it could have been an oversight but I cancelled it in May and its still coming out but they say they dont see it. She wouldnt listen to me so i asked for a supervisor. She transferred me to a supervisor and he actually called Pays and they gave him the same story, and their request was for me to re-fax the paperwork again, because none of the last 2 were ever recieved. I said you know what I am not re-faxing you all are criminals and I am done dealing with you. If I dont have an account, I cant be charged for it. So we got off the phone with Pays and the Merrick supervisor said there was nothing he could do that i have to keep faxing til it gets resolved. I said no, i said to block them and dispute and he said he could so I said fine, cancel my account immediately. Obviously, taking care of their customers is not part of their creed and stealing from you is.

Desired Settlement: I want $14.87 credited back to my account, now that my account is closed because Merrick Bank doesnt respect or care about its customers, i would like 14.87 credited so that while I am paying off this debt, i dont have to pay for this fraudulent charge. I am also putting this statement on ripoff reports and on my credit report and any other avenue I can find to warn people about this horrific experience.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/09) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. *****'s account was conducted. According to the account records Mr. ***** contacted Merrick regarding the cancellation of the PAYS benefit in July 2013. Right after he was issued a new account. PAYS had already cancelled his benefit in June 2013 but the representative could not see that information because of the change in account number. The PAYS administrator refunded 3 months' worth of fees and the interest charged on those amounts as shown on the June statement enclosed. The July statement does not reflect any charges for the PAYS benefit. Merrick apologizes if Mr. ***** did not receive the level of customer service he felt he deserved. Merrick will use this situation as a training tool to ensure a better level of service in this type of issue in the future. I have attached copies of statements reviewed for this response. Consumer's Final Response /* (-5, 17, 2013/08/16) */ I feel the better business bureau should have reviewed the documents i sent proving my case and see that Merrick bank was telling a lie in their statements and should be held accountable for their lie and have it be known to other consumers about their dishonesty. Business' Final Response /* (4000, 14, 2013/08/15) */ Mr. ***** will not be charged for any PAYS fees in the future as stated in both responses. Merrick has no further response.

8/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I accepted a settlement offer sent to me by FBCS Inc on behalf of Merrick Bank. Merrick has not updated my credit file as account settled. I made a payment on this account based on good faith that this would be updated on my credit report as completed. However, after submitting my dispute information to the credit bureaus, the account was again verified that I had an outstanding balance due. This account should be updated.

Desired Settlement: I would like all three of my credit bureau reports updated to show that I have settled this account and now have a 0.00 balance due.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ******* account was conducted. Merrick contacted FBCS to ascertain if they had received a settlement payment from Mr. ******* and had just not informed Merrick yet. FBCS explained the Merrick that is was working with Mr. ******* and had set up a payment plan for him but had not received any payments from him as of Friday August 9th. Merrick will not change the credit reporting status of the account until the payments made to FBCS are completed. Once that has been done Merrick will report the account as "Settled". FBCS has assured Merrick that it will forward any payments received from Mr. ******* as they are received. If Mr. ******* has any additional information regarding this issue he can send it to us via fax at XXX-XXX-XXXX. Consumer's Final Response /* (2000, 12, 2013/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am accepting this response as Ms. ***** said she would confirm that payment was received. I will be satisfied once my credit report is updated. Business' Final Response /* (4000, 10, 2013/08/13) */ Merrick has contacted FSCB and will validate with them they have received the payment Mr. ******* sent a copy of. Once that has been validated Merrick will submit a report to all three credit reporting agencies that the account has been setteled. The agencies can take up to 10 days to update the report on their end once the request is submitted. I communicated this to Me. ******* yesterday. He indicated he was satisifed with this resolution.

8/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Underhanded practices to access late fees/ charges. On 5/31/2013 prior to any balance or payment notification I took the initiative to make good on my account by making a $40.00 payment. Upon receiving my electronic statement, I paid my minimum payment due in the amount of $35.00 on 7/05/2013. On 7/12/2013, I received an email stating that my minimum payment for the month of July had not been received, and late fees/charges were accessed to my account. After receiving the email, I reviewed my account summary online and learned that neither the $40.00 (On 5/31/2013)didn't reflect towards my account balance, nor did the $35.00 (On 7/05/2013) post to my account. At this point I contacted customer service to speak to someone in reference to my account status. While speaking to the customer service representative, I explained to the rep. that I made a minimum payment of $35.00, via my bank account and received conformation that payment was received which lead me to believe that payment was posted. The representative explained to me that my payment was "reversed", and that I contact my banking institution for an explanation to why my payment was reversed. My banking institution representative explained to me that payment should not have been reversed because funds were available in my account and there was no indication that the payment was attempted to be collected from my account. At this point, based on reviews that I have read about Merrick Bank, I believe that this credit card company uses underhanded, technical practices, etc.to extort money by adding excessive late fees and penalty charges to customers accounts.

Desired Settlement: That all payments be credited properly, late fees and penalty's removed, and my account balance restored to the amount of $210.00. If not, account be closed, and balance of $290 ($500/beginning balance - $210/restored balance), be paid by me.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/17) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ****'s account was conducted. Mr. **** made a payment online via ACH on July 5, 2013 for $35.00 that payment was returned for insufficient funds on July 8, 2013. The account ending in **** from USAA Federal Savings Bank was used to make this payment. They in turn coded the return with an 09 which mean there were not enough funds available in the account to pay the ACH payment requested. Mr. **** indicated that he had spoken to his bank and they did not see a request for the payment being made. However, only an ACH clerk or someone with the authority to view ACH transactions from the Federal Reserve would be able to see the rejection of the payment. Mr. **** has not made any additional or replacement payments since the retuned payment on July 5. I have enclosed copies of the statements reviewed and the print out information from the ACH transactions that were reviewed for this response. Consumer's Final Response /* (3000, 7, 2013/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've enclosed copies of my account history to show that there were funds available in my account. Business' Final Response /* (4000, 9, 2013/07/25) */ Since Mr. **** indicates there were funds available he will need to address this issue with his Bank. Since they are the ones who rejected the payment for some reason. In the mean time he should bring his account current to avoid any negative credit reporting.

8/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Being charge for a returned payment that never was returned. Recently i checked my credit card statement online and found a return payment fee of $25 withdrawn from my acct.Talked to customer service who said my acct is frozen because i had a payment returned,i think this conversation may have occured on or about 7/26/13.I was told my acct would be blocked until i make another payment and then would still be blocked for 15 days there after. I thought that was somewhat odd,because i told the agent i had made a payment of 147.88 that payed the whole outstanding balance on the acct and when i view my bank statment it shows that amout being removed from my acct on 7/22/13.The agent told me that i had a auto payment setup that pay the minimum payment every month on the 22nd of everymonth,i explained to agent that i submitted a payment online sometime friday 7/19/13 that was process on 7/22/13 at my bank.So i was told that a payment of $35 was returned,and my acct is blocked until i made another payment,so 7/26/13 i submitted another payment of $35 even though i cant find any record of a return payment on my acct.Agent tell me i need to contact my bank.Later i contacted my bank because i did not see any nsf's or return payaments on my acct,my bank told me they have no return payments on my acct and for 7/22/13 i have a payment that was made to Merrick Bank for the amount of 147.88 but no return payments or nsf's. I contact customer servers at Merrick Bank again,and i tld them there are no return payments on my acct,the agent said well sometimes your bank wont see a return payment because when the payment was process the acct info may have been wrong in the system,i explained to him that would be impossible because when i may payments there is only 1 acct listed in the system and i click on 1 button to submit a payment each time,just like i submitted the 147.88 payment,all payment use the same acct into list in my profile.

Desired Settlement: I want the $25 refunded to my acct,and i want to know why i was chanrge the fee when they was never a return and never an nsf at my bank!

Business Response: Business' Initial Response /* (1000, 5, 2013/08/08) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ******'s account was conducted. On July 21, 2013 Mr. ****** made a payment online for the amount of $35.00 which was subsequently retuned as NSF. I have enclosed copies of both the original submission for the payment and a copy of the rejection by your bank of that same payment for $35.00. The return code on the rejection is **1 which means "Insufficient Funds Available". This was the code placed on the return by your bank Armed Forces Bank. As a result of this return a return item fee of $25.00 was assessed to your account. This is Merrick's policy on all accounts that have a returned item. Merrick as a courtesy has waived the return item fee of $25.00. Mr. ****** should see this adjustment on his next billing statement. Consumer's Final Response /* (2000, 7, 2013/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I still find it odd they make a statement the payment was nsf and my bank has no records of an nsf,and there was never an nsf fee charged to my acct,considering for this acct i have had for over 1 year and have never had an nsf on this acct.

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called on 7/2/2013 to report my home had been destroyed by a fire. Everything was lost and we had no insurance. I became unemployed. I accepted their credit insurance upon accepting their credit offer. 1st when they sent me my "new" card, I called to activate it and was told it was activated. This was on July 8, 2013. I went to use the card and it was declined. When I called to find out why, I was told whomever sent out the new card sent the old account number that was closed when I reported the fire loss. I was told I would be receiving the new credit card with the new account number in 1-2 days. When this did not occur, I contacted customer service again. I was told they had not even sent out a new card. I explained to them everything I owned had been destroyed in the fire. I also explained this was the only cc I had available credit on and my family needed gasoline, groceries and toiletries. I was told there was nothing they could do for me. I had an available balance and asked them to transfer some funds to my checking account to assist my family in this tragedy. I was told this could not be done. I finally received the correct credit card on July 13, 2013, 11 days after reporting the incident.

Desired Settlement: I want Merrick bank to do as promised when I accepted their credit card. They were to pay or excuse my debt up to the date of the incident, which, again, occurred on 6/26/13. I feel they were very in-compassionate and lied about their services.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/17) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. ****** account was conducted; this included listening to the recorded calls from June and July 2013 regarding Ms. ****** issue with the issuance of a new card for her account. Ms. ****** contacted Merrick regarding the loss of her card during the house fire on July 2 the representative who assisted Ms. ****** was very sympathetic during the call and sent Ms. ****** a new card which she received and activated on July 5. It would normally take 7-10 days for a new card to be sent, in this instance it took 3 days. Ms. ****** called again on July 5, July 7 and July 8 because the new card did not work after activating it. This was because the card was inadvertently issued under the old account number. When a card is lost or destroyed Merrick closes that account number and issues a new one as a safety precaution. During the call on the 7th of July the representative explained what had occurred and re-ordered and new card for Ms. ******. She received that card and activated it on the 13th of July. During the period between the ordering of the 2nd card and the activation Ms. ****** called and requested a transfer from her credit card to a bank account. Merrick could not accommodate this request as only the account holder can do so. The representative was apologetic during the call and explained the limitations of the card's credit line and why it was not possible to assist Ms. ****** in this manner. Ms. ****** has a payment protection plan on this account. If she has not done so she should contact the administrator of that program and activate the benefit that will make her payment for her while she is facing this difficulty. Their number is X-XXX-XXX-XXXX. They will be able to assist her with what they require to activate the benefit for payment to her account. Merrick has the greatest sympathy for Ms. ****** and the difficulty she is facing regarding the losses from the house fire. However, Merrick is limited by law as to the type of help it can provide and by banking regulations as well.

8/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am asking due to the fact that i am in current payment plan with you that you re-open my account or delete this account. My name is **** ******. I have one account with your company. Acct. # XXXXXXXXXXXX This account is listed on my all 3 credit reports as paying under partial payment agreement. I am writing you in hopes that you can see it in your heart to delete this account from all 3 credit reports or re-open this account in good standing once the account is paid in full. This account is over 6 years old. I have been working so hard this last past year to provide a better living situation for my wife and children. I am so close but having this account deleted from my credit report or re opened to help me re-establish my revolving credit would help immensely on my end goal to purchase a new home. I know that this is not a typical practice of your organization. I know I have made a mistake in the past with your organization by letting my account become a charge off. But I am currently doing everything in power right now to rectify this problem. I truly am hoping that you can help me out with this matter. I do thank you in advance for your time and consideration in looking into this matter for me. Thank You **** ******

Desired Settlement: The deletion of account #XXXXXXXXXXXXxxxx or to re-open this account in good standing

Business Response: Business' Initial Response /* (1000, 5, 2013/07/17) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. ******'s account was conducted. Mr. ****** has a Visa credit card account with Merrick which became delinquent and was subsequently charged off in 2009. An offer of settlement was sent to Mr. ****** in February 2013 with two options for paying the balance owing on the account. Mr. ****** accepted the second option which is to make a fixed payment over time until the amount agreed upon is paid. Merrick will submit a report to the credit reporting agencies upon completion of the agreement that the account has been settled in full for less than the full balance. Account will not be reopened because of the charge off status. No changes to the current reporting status will be made until the agreed upon settlement is completed. Merrick is required to report accurate status of the accounts to the credit reporting agencies under the FCRA and to report anything different would be violation of that Act and the Bank's policy. I have enclosed a copy of the letter sent to Mr. ****** regarding the settlement options and a copy of his application for the account.

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: No dunning notice before this collection account was placed on my credit. This collection was placed on my credit report. However, I did not receive a dunning notice prior to (or after) it was placed.

Desired Settlement: I would like for this account to be deleted from all 3 credit bureaus, as well a a letter from Merrick stating that this account will be deleted from all 3 bureaus and that it will not be sold to a collection agency.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/11) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. *****' account was conducted. Federal regulation allows banks several options in the notification to customers of possible negative information reporting to the credit reporting agencies. Merrick chooses to give notification to its customers through a monthly billing statement message. The message appears on the statement the first time the account becomes delinquent. Enclosed is a copy of your monthly billing statement dated 6/18/2008 which reflects a past due status. The billing statement message states, "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." Please be advised that Merrick is the originator of the Account, and has serviced the Account since its origination. Under these circumstances, neither Merrick nor its affiliated servicer is a "debt collector" as defined in the Fair Debt Collection Practices Act. Merrick is required to accurately report the status of the accounts it reports to the credit bureaus, the status of your account is correctly being reported. Merrick will not delete the reporting of this account to do so would be a violation of the Fair Credit Reporting Act and Bank policy. If you wish to discuss options for resolving the balance owing on the account you can contact us at XXX-XXX-XXXX to discuss what options may be available to you.

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company charged me a late fee for an ontime payment. they said they would review it, but did nothing. Below is a copy of an email I tries to send them that explains everything. Thanks for taking just a minute to read my email. I am writing to you because I never got any kind of response from your customer service department regarding a payment That I made on time for June 2013. I even called into your customer service department to make sure that they noted the money order number. Later, after discovering that I was charged a late fee because the money order was processed after the due date, I requested to speak with a manager who could help . (Yes, I am aware of one reversal per 12 month period, however, shouldn't that apply to people who send in their payments after the due date?). I was assured that a manager would review my request and make a descision. Well, here it is 6/29/13 and there are no notes on my account, or mention that anyone ever reviewed this problem. I understand that you are in this business to make money, but somethings should be judged case by case. Mr. ********, I was late another time in October of last year that was reversed. But, consider that the first two payments I made to my account were not even proceesed for two months! That's right, you company could not find my on time payments for two billing periods. You should be able to go back and check the records to confim this. In closing, I would like to add that I did agree to pay the hefty $150.00 processing fee to get this card. So you already have you built-in profit, Why take pleaseure in punishing you customers who are doing the right thing by paying their bill on time. I have since lost my card and reported it to your company, and yet I get stabbed for $4.00 more a month for a card that I can never use, (I requested that my account be disabled, and never ordered a new card). Also be aware that you have a history with me of not finding or processing my payments on time. Mr. ******** I know that you will do everything in your power to forward this email to the right parties that can bring about resolution, and close the gaps in your customer service department between agents and management. Sincerely, ****** ** ******* Card Number:XXXX XXXX XXXX XXXX

Desired Settlement: I would like $35.00 refunded back into my account.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/02) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. *******'s account was conducted. Mr. *******'s due date on the account is the 14th of each month. The payment received for the May payment was received on the 16th of May and resulted in a late fee being assessed on the account. Merrick's policy is to waive one late fee in each 12 month period as a courtesy, Mr. ******* had a late fee waived in October 2012 and therefore would not be eligible for any additional waiver until October 2013. To resolve this issue and strictly as an additional courtesy Merrick has waived the late fee of $25 that was assessed to the account in May 2013. Mr. *******'s account will not be eligible for any additional fee waivers until June 2014. I have enclosed copies of statements reviewed for this response and a copy of the cardholder agreement that governs the account.

7/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an offer for a Visa credit card from Merrick Bank. I did not request this information be sent to me. I called the number provided by them as an opt-out number (XXX-XXX-XXXX) and was given two options. First, to be removed from their list for 5 years. Second, to provide my Social Security Number and be removed permanently. I should not have to provide such very personal information, information that I should not be giving out to an unsolicited company, in an effort to get them to stop contacting me.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to be permanently removed from their contact list and I will not be providing my Social Security Number. Additionally, I would like their assurance that my information has not been given to any third parties by them, nor will it be in the future.

Business Response: Initial Business Response /* (1000, 5, 2013/07/01) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX In response to Ms. ********'s complaint regarding the receipt of an offer for a Merrick Bank credit card, Merrick uses a pre-screened method of mailing to prospective customers. If Ms. ******** does not wish to receive any further pre-screened solicitations then the XXX-XXX-XXXX number is the way to opt out. This service is not operated by Merrick but by the credit reporting agencies in conjunction with the Federal Trade Commission (FTC). If Ms. ******** calls that number it will opt her out of these types of solicitations from ALL companies who sent these offers. Merrick does not sell any information to any third parties and we could not do so with Ms. ********'s information as she had not accepted the offer so Merrick has no information to sell even if it did so. If Ms. ******** need additional information regarding the opt out process she can contact the FTC.

7/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merrick Bank is reporting unvalidated tradeline on my credit report and have not or will not respond to any dispute letters I have sent to them. I am writing in regards to fraudulent credit reporting. My credit report indicates that I have a charge-off account with Merrick Bank, partial account #XXXXXXXXXXXXXXXX in the amount of $1573.00. On numerous occasions have sent Merrick Bank letters to VALIDATE the debt they are reporting on my credit report, requesting evidential evidence (monthly statements, signed contract with my official signature, complete accounting statements for alleged amount reported as charged-off, etc) and Merrick Bank has never, to this day, produced any proper evidence that indicates this account is actually mine and not an indication of actual identity fraud. Until this information I have requested is produced, I am availed to believe that this is a completely fraudulent entry on my credit report. This has been very detrimental, because I have been charged an extremely high interest rate when I bought a bought car within the past 2 years. I initiated a dispute with all three credit bureaus, and all three came back as being verified, however, I was never sent anything validating the debt. To verify my information, the last four of my SSN are ****.

Desired Settlement: I want Merrick Bank to remove this charge-off account from all 3 credit bureaus ( Experian, Equifax, TransUnion). Merrick Bank is not operating according to FTC rules and regulations. If this charge-off account is not removed, I will forward my complaint to the FTC.

Business Response: Initial Business Response /* (1000, 5, 2013/06/24) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Ms. ****** account was made. Ms. ****** opened an account with Merrick by responding to a "pre-screened" solicitation in December 2006. Ms. ****** used the account to purchase goods and services until June 2010 when she stopped paying on the balance of the account. The account was "charged-off" for non-payment in November 2010. Ms. ****** has submitted 3 credit bureau disputes each of which Merrick responded to as required to the credit reporting agencies. Merrick has not received a written validation of debt request from Ms. ****** on the account. As response to her request for validation I am enclosing a copy of the application for the account, statements sent on the account and the card holder agreement that governs the account. Merrick will not remove or modify the reporting of this account. The status being reporting is the accurate status. Any deletion or modification would be a violation of the Fair Credit Reporting Act and Bank policy. A "charge-off" is an accounting term that banks use; this does not mean that the balance of the account is forgiven. Borrowers with charged-off accounts are still legally obligated to pay the amount owed on the account. If Ms. ****** wished to discuss options for repayment of the balance she owes she can contact collections at XXX-XXX-XXXX to discuss what options are available to her. Initial Consumer Rebuttal /* (3000, 9, 2013/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received copies of partial statements and a document with supposed applicant info, (with no signature from me). However, half of info on the applicant info page is not even valid information about me, specifically residential and employment info. This is a little suspect to me. I would like for Merrick to send me the original contract with my original signature on it. Statements sent show no purchase history but have a starting previous balance of $1215.62. Where are these purchases and balances coming from that Merrick is claiming I owe? Final Business Response /* (4000, 11, 2013/06/27) */ Ms. ****** responded online to an offer of credit. She indicated by her electronic signature that shw was the one signing the agreement. In accordance with the Electronic Signatures in Global and National Commerce (E- SIGN) Act, an electronically submitted signature, contract or other record relating to such transaction is valid and enforceable and may not be denied legal validity solely because an electronic signature or electronic record was used in its formation. In other words the E-SIGN Act confirmed that electronic signature have the same legal standing as pen-and-paper ("wet ink") signatures. If Ms. ****** believes that she has been the victim of identity theft then she will need to contact the police and file a report, then contact our fraud department who will assist her in resolving this issue. The documents provided were as a vaidation if Ms. ****** requires additional information she will need to pay for any additional copies at $2 per page. The telepone number for the fraud department is XXX-XXX-XXXX.

7/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: online application required personal information such as ss #etc, but restarts after submit. Cust. Svc did not see my app and no idea where info went. My PII info was entered to apply for pre approved online application. Once I entered my ss# mothers maiden name and address, it asked for me to initial final step. One I did the. The app was processing. It came back with the same blank application displaying my first and last name. I called cust svc and they did not know where my information went and had none of my info I had just sent through. I followed the instructions and I am very suspicious about this practice. Where did my information go?

Desired Settlement: I would like to know what happened to all the info I entered once I submitted the application and all my personal info!

Business Response: Initial Business Response /* (1000, 5, 2013/06/25) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Ms. ********* was sent an offer of credit which will expire the end of July. If Ms. ********* went online and used the accept offer portion of the Merrick website but did not receive a "congratulation we have received your response" at the end of the process then none of her personal information is kept by the server or Merrick. For the process to be completed and an application submitted this phrase would be displayed on the final **** after the submit button was clicked. If Ms. ********* was returned to the beginning of the process then none of her personal information would have been transmitted to Merrick through the website. I had our IT department use her name to check the application logs on the server for the last 45 days they could not find any information for Ms. ********* other than an attempt made by her on June 23, 2013 that appeared to be abandoned about half way through the application process. Other than a log entry with time stamps and a percent of the application submitted there is no other information in Merrick's records. If Ms. ********* wishes to accept the offer of credit she can call customer service for assistance or try the website again.

7/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They claim, that I am 2 months delinquent in payments, even though I am in a debt management program. I entered into a debt Managment program, 3-4 months ago. The agency I used is ********* There contact number is # XXX-XXX-XXXX, my agent is ******** *********** I have 3 accounts in the program. I was informed that all 3 had accepted the contracts, which details the amount owed, interest rate, and date that the agency would pay them directly. Merrick claims, that I have a past due balance of $71.00 even after they agreed to the amount in the contract. Also with the contract, since the amount is agreed upon, the account is suppose to be brought current. I received a credit alert, that states that I am 2 months behind, and has dropped my score. I have been in the program almost 3 months. My account # XXXXXXXXX

Desired Settlement: I would like the company to honor the contract, that they agreed too. And reset the account to current, and honor the payment date agreed to in the contract. The debt management company automatically withdrawals one set amount each month, and pays the creditors from that. Merrick bank is reporting late payments and outstanding balances to the credit bureaus . I would like them to remove the late payments, and outstanding balance from my credit reports. They should not have agreed to the contract, if they weren't going to abide. Also if the total amount was agreed to in the contract, it would be impossible for me to have an outstanding balance of $71.00, because that would have been included in the agreed balance on the account

Business Response: Business' Initial Response /* (1000, 5, 2013/06/24) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. *******'s account was conducted. Merrick has accepted the offer of payments from a credit counseling service on behalf of Mr. *******. Merrick lowered the interest rate to 6% and made the payment a fixed payment until the balance of the account is paid in full. There was no discussion nor any agreement to remove the late payment history of the account from the credit bureaus. There was a "re-age" of the account which brings the account current after 4 full payments of the amount agreed to have been made. Merrick essentially writes of the remaining amount that would be considered delinquent but that does not include changing or removing former delinquency from the reports sent to the credit reporting agencies. Mr. *******'s account was "re-aged" on June 5, 2013. The account will not be reported as delinquent from that date unless payments are not made according to the agreement with the credit counseling service, but the prior history will remain on the credit file. Any removal or deletion would be a violation of the Fair Credit Reporting Act ("FCRA") and Merrick Policy. I have enclosed a copy of the letter sent to Mr. ******* when Merrick agreed to the proposal by the credit counseling service.

7/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: unlawful practice of Merrick Bank I submit 4 payments on merrick banks website and each time they return the the payment saying the bank decline the payment.I spoke to my bank with a Merrick Bank customer service person and my Bank verified the routing number and account number. I resubmitted the payment due and it was again denied. I call Merrick bank and they said they were doing an investigation. They now turnover the account to collection and never resolved the problem of my online payments

Desired Settlement: account reinstatement

Business Response: Business' Initial Response /* (1000, 5, 2013/05/02) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX A review of Mr. *****'s account was conducted. Mr. ***** opened the account in February 2013 and made 3 payments on line during the time the account has been opened. All of the payments have been returned as "unable to locate account". The information below is what is returned when each of those payments had been sent back to Merrick as not honored. Effective Entry Date Payment ID Cardholder Name Amount Return Code Description Trace Number Company ID ABA# ACCT# 03/28/2013 XXXXXXXXXXXXXXXX ****** D ***** 100 R03 No Acct or UTL acct XXXXXXXXXXXXXXX XXXXXXXXXX XXXXXXXXX XXXXXXXX 04/11/2013 XXXXXXXXXXXXXXXX ****** D ***** 50 R03 No Acct or UTL acct XXXXXXXXXXXXXXX XXXXXXXXXX XXXXXXXXX XXXXXXXXXXX 04/16/2013 XXXXXXXXXXXXXXXX ****** D ***** 50 R03 No Acct or UTL acct XXXXXXXXXXXXXXX XXXXXXXXXX XXXXXXXXX XXXXXXXXXXXXXXX 04/22/2013 XXXXXXXXXXXXXXXX ****** D ***** 50 R03 No Acct or UTL acct XXXXXXXXXXXXXXX XXXXXXXXXX XXXXXXXXX XXXXXXXXXXX This is information provided by the receiving bank which in this case would be Mr. *****'s bank or credit union. According to the records on the account a customer service representative explained to Mr. ***** that if he would send us a voided check we could investigate why the payments were rejecting. No information was received. Merrick closed Mr. *****'s account because of the high rate of returned payments. If Mr. ***** would like to discuss resolving this issue he can contact Special Collections at XXX-XXX-XXXX and they can discuss what options are available to resolve the balance owing on the account. Consumer's Final Response /* (4200, 14, 2013/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to ******* ***** on 5/23/13 at 7:25am with regards to this complaint.She said she would get in touch with the credit management at Merrick bank with regards to having my account reinstated and that by Wednesday 5/29/13 she would be in touch with with regards to this matter.this matter is not resolve so I am requesting the time to allow rhe response before i file for arbitration through the BBB Business' Final Response /* (4000, 19, 2013/06/13) */ Contact Name and Title: ******* *****-Paralegal Contact Phone: XXX-XXX-XXXX Merrick has resolved Mr. ****** complalint and his account is now reoopen and the credit reports have been updated

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