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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 raised the rating for Merrick Bank Corporation include:

  • Length of time business has been operating
  • Response to 221 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

221 complaints closed with BBB in last 3 years | 69 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 137
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 75
Total Closed Complaints 221

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

2 Customer Reviews on Merrick Bank Corporation
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

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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.


Additional Locations

  • 10705 S Jordan Gtwy Ste 200

    South Jordan, UT 84095 (888) 545-5777 (866) 527-7055 (800) 253-2322 (800) 260-6625 (800) 331-8542 (801) 545-6600 (801) 545-6624 (801) 619-3744 (877) 727-6885

  • 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

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 253-2322(Phone)
  • (800) 260-6625(Phone)
  • (800) 331-8542(Phone)
  • (801) 545-6624(Phone)
  • (801) 619-3744(Phone)
  • (866) 527-7055(Phone)
  • (877) 727-6885(Phone)
  • (888) 545-5777(Phone)
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Additional Email Addresses

  • - eQuote
  • - Communication/Mass Email
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Complaint Detail(s)

2/25/2015 Problems with Product/Service
2/18/2015 Billing/Collection Issues
2/18/2015 Billing/Collection Issues
2/17/2015 Billing/Collection Issues
2/17/2015 Problems with Product/Service
2/13/2015 Billing/Collection Issues
2/3/2015 Billing/Collection Issues
2/3/2015 Billing/Collection Issues
2/2/2015 Advertising/Sales Issues
1/31/2015 Billing/Collection Issues
1/28/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service
1/14/2015 Problems with Product/Service
1/8/2015 Billing/Collection Issues
12/30/2014 Problems with Product/Service
12/10/2014 Problems with Product/Service
12/9/2014 Billing/Collection Issues
12/5/2014 Billing/Collection Issues
11/20/2014 Billing/Collection Issues
11/20/2014 Billing/Collection Issues
11/17/2014 Billing/Collection Issues
11/13/2014 Billing/Collection Issues
11/10/2014 Advertising/Sales Issues
11/4/2014 Problems with Product/Service
10/20/2014 Billing/Collection Issues
10/7/2014 Billing/Collection Issues
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
7/15/2014 Billing/Collection Issues
7/10/2014 Billing/Collection Issues
7/7/2014 Billing/Collection Issues
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.

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.

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
5/26/2014 Problems with Product/Service
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 | 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.

4/22/2014 Problems with Product/Service
4/18/2014 Billing/Collection Issues
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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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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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 Problems with Product/Service
1/24/2014 Billing/Collection Issues
1/24/2014 Billing/Collection Issues
1/24/2014 Billing/Collection Issues
1/21/2014 Problems with Product/Service | Read Complaint Details
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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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Additional Notes

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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Additional Notes

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 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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.

12/13/2013 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.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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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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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.

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.

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