Business Profile

Bank

Evolve Bank & Trust

Complaints

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

Customer Complaints Summary

256 total complaints in the last 3 years.
106 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since May 2024, Evolve Bank, has froze our accounts because the middle man Synpase filed for bankruptcy, this scam of a bank has claimed they didnt have my funds, after their so called reconciliation. When pressed on the issue as to how they were able to freeze my account if they didnt have money, they admitted that at they froze the account, they were holding "some of my money" when I asked where that money is? I heard nothing from them. They ended up mailing me a transaction history in December which showed, they illegally transferred money to Synapse between October to December of 2023, and also received transferred money back into my account from Synapse during that time period. They received more money from ******* into my account that what they illegally transferred out, the transaction history also shows an ending balance with them. When asked about the unauthorized transfers between them and Synapse, along with my balance that is actually showing with them? These cowards did not respond, instead they emailed me another transaction history 5 months later, with the same transactions on it as the previous one but with a different ending balance, which shows that this fraud of a bank has been manipulating numbers to show they owe less than what they actually do, to end users. I have sent them several emails since, and called them multiple times, but they refused to answer. This fraudulent bank has been pointing fingers at other partner banks while their own transaction history shows they have my money. My debit card, bank account and routing number lead to evolve bank, deposits were accepted by this sorry excuse of a bank, and bills were paid using their debit card and routing number, but they have the audacity to point fingers at other banks when called out on their lies. Evolve bank needs to be investigated, closed down, with everyone involve this scheme arrested, put to prison with their assets seized.
Business Response
Date: 07/16/2025
Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.
Customer Answer
Date: 07/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

N S

, UT 84119
Initial Complaint
Date:07/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Disputed Refund Not Received Despite Merchant Confirmation Unresolved for Over 30 Days ?? Complaint:> I am filing a complaint against Evolve Bank and Trust (**** Banking) regarding an unresolved refund for a fraudulent charge totaling $184.10. Despite being told by both ******** and ****** Play that refunds were successfully processed back to my card ending in 6566 (now deactivated), I have not received any funds.******** stated the refund was processed on June 18, 2025 and ****** on June 21, 2025. My dispute was closed by **** on June 27, based on ******** claiming the charge wasn't fraudulent, even though I provided written confirmation from ******** that they had issued a refund.I never completed or signed the official dispute paperwork from ****. I informed them by phone that I wouldnt proceed because the merchants were refunding me. Yet they continued the dispute anyway, canceled my card, and then denied the claim. Later, I provided screenshots of the refunds and was told this reopened the dispute. Then, I was told by another *** that it had not been reopened unless I ***lied to a different email entirely.Ive now contacted multiple departments, including supervisors, and nobody has provided proof of where the funds are. I was also told the refund couldn't be processed back to a deactivated card, then told by another *** that it could. At this point, Ive lost over 30 days of access to my funds and spent numerous hours trying to resolve what should be a straightforward matter.I need an immediate resolution and refund, along with full accountability regarding:Why my refund has not been received.Why the dispute was closed despite no formal paperwork submitted.Why the transaction IDs provided by the merchants mean nothing to ***** team.Why Ive been given contradictory information at every step of the process.
Business Response
Date: 07/21/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.
Ms. ****-**** wanted to know why the dispute was denied and not resolved in her favor. She sent the information needed and she has not received a response yet. After taking a look into the account we could see that the dispute has been denied but member was educated about how the appeal process works.
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Several years ago I was Using **** Bank as my bank which is part of Evolve Bank and Trust. When money started disappearing from the account. At one point it was between 500 to 1000 dollars. I disputed the charges and **** Bank ruled against me and let the person hate the money. I recently talked to ***** pay on the phone and discovered someone had all my account numbers and debit card information including **** Bank.
Business Response
Date: 07/14/2025
In order for Evolve to provide any assistance, we will need additional information. Please provide more details of your complaint. We would need details with your dates, we would need account deals for ****. Last 4 digits to card or account number.
Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im an **** driver and one night a ride request came in like normally would I match it and I head to the pick up location when I got there the rider wasnt showing up so I txted the customer through the app like normally asking if they still needed my service so I can go and move on to another ride as soon as I sent that txt to the customer I got a call through the **** app and the person I was on the phone with said to me that they are with **** and they have been receiving a lot of complaints about rides not showing up so that ride was a verification so I said okay that make sense so as I was going to hang up the phone the agent said that I have reach a milestone while Im always to 500 rides and Im up for promotion so I was like oh great cause I needed money for bills that week so I didnt really put 2 and 2 together so he asked me few question like how is the night going and if I was getting laid throug the **** pro card app which is how we get paid the **** pro card is like a debit card for drivers so I said I get paid with the u er pro card and he told me he was going to help me with my promotion to move the money into my account he had me go I. The **** pro card and I moved the money into a card he said that was the card the money will be coming out from so I did everything we said so at the end he sent me a link to verify that the money is in my account so I went the press the link and when I did he hung up on me and I went back to check my account to see if I got the money and all my money have made in 2 weeks was gon I reached out to **** they said it wasnt their problem and I should call branch which is the **** pro card issuer I called told them what happened and they said I took the money my self with biometric form and they wont give me anything for they dont see anything wrong or someone taking my money so they wont compensate me for the lost of the scam I have tried everything they said I took the money my self and wanted to get more
Business Response
Date: 07/14/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.
Hi *******,
Thank you for reaching out. Our support team reached out to you regarding your dispute. The dispute was found not in your favor. The reasoning and evidence were sent to you. At this time, we consider the case closed.
Customer Answer
Date: 07/14/2025
Like I said the card I have on file was not where the money if I used biometric myself the money would have went to that card that I have on file could you provide the card information that the money went tonight? Cause I cant
Customer Answer
Date: 07/14/2025
Again the person that call me called through the **** app which is the form of communication with passengers and drivers seem like yall are doing some type of scam cause I will not give my number to a scam to scam me the call came from the **** app I DID NOT USE ANY BIOMETRIC SYSTEM TO SEND ANY MONEY TO ANY ONE I DID NOT AUTHORIZED ANYONE TO TAKE MONRY FROM ME
Customer Answer
Date: 07/14/2025
Yall allowed scammer to breach your system that not my fault I didnt authorized any transactions that night it was taking with out my knowledge
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was using the **** app to save my money and someone fraudulently stole my money from my account. I did 2 disputes that they just closed didnt even investigate my claim. My money was fraudulently stolen and they give no help in retreiveing my money. They should protect customers from fraud and they dont.
Business Response
Date: 07/11/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.
Mr. ******* reported some transactions that were not authorized and were not refunded back. Upon checking it seems that member's dispute was denied so we educated member about the appeal process and to send documentation to support the claim.

Customer Answer
Date: 07/11/2025

Complaint: 23565313

I am rejecting this response because: i didnt make these fraudulent charges and i dont understand what they want i dont know how it happened they should protect against this. I dont have what they want its not fair

Sincerely,

****** *******
Customer Answer
Date: 07/22/2025
This is not fair this fraudulent activity wasnt me and they should protect there customers from issues like these. I ************************ my money to be safe with **** bank but they dont care about there customers. ******** customer service and they dont help at all. I would never trust my moneh with them again and anyone should know that
Initial Complaint
Date:06/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 4, 2024, Evolve Bank and Trust opened a secured credit card account in my name without my authorization, knowledge, or consent. I discovered this unauthorized account when reviewing my credit reports and found a secured credit card listed under Evolve Bank and Trust that I never applied for or authorized.
Business Response
Date: 06/30/2025
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your ******* partner's information, account number, and card number
Customer Answer
Date: 06/30/2025
******* partner's information: Step App
Account number: ****************
Card number: N/A (never received a card)
Customer Answer
Date: 07/01/2025

Complaint: 23531680

I am rejecting this response because:******* partner's information: Step App

Account number: ****************

Card number: N/A (never received a card)

Sincerely,

*** ***
Business Response
Date: 07/11/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Step. We requested that Step research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Step directly as they are the party responsible for handling disputes.
Thank you for reaching out regarding the Evolve Bank and Trust secure card on your credit report. We take these claims very seriously, and after review, our team has found that you opened a Step account on September 4, 2024, where a Step secure **** credit card was activated. As a reminder, your Step card is issued through our banking partner, Evolve Bank & Trust, Member FDIC. This card is reported to the bureaus and may appear under the name Evolve Bank & Trust vs "Step." For more information on your ********* card, check out our Step card agreement on our website here: ****************************************** If you have any additional questions, please don't hesitate to contact our support team directly at ************** for assistance.

Best,
The Step Team
Customer Answer
Date: 07/11/2025
Hello,
Thank you for your response regarding my complaint. I would like to clarify that while I did download the Step app and set up an account, I did not apply for, authorize, or consent to the issuance of a Step *********** credit card. I was surprised to find this account on my credit reports, as I never requested or agreed to open a credit card account.
I respectfully request that you promptly remove this unauthorized account from my credit reports and confirm the resolution in writing. Please let me know if you require any further information from me to expedite this process.
Thank you for your attention to this important matter.
Sincerely,
*** ***
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mortgage payment is $1314 monthly, pay thru automatic payment plan with Evolve. Junes mortgage was $1914 (not authorized). Called Evolve 6/4, spoke to **** who stated the extra charge was for escrow to cover an anticipated $6,200 property tax payment for 2026. Actual taxes paid by Evolve in Dec was $2,300. I did receive the higher tax bill because in Dorchester county homeowners must declare property is for personal use, not a rental. **** stated the $6,200 was paid but then refunded (not true, I checked with the county). She stated, after talking to whoever, Julys mortgage would be $1314 but I would not get back the extra $600 incorrectly charged to me. I get Julys statement and its for $1,934, as if the 39 minute phone call I made never happened.
Business Response
Date: 06/26/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Evolve's Mortgage. We requested that Evolve's Mortgage research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Evolve's Mortgage directly as they are the party responsible for handling disputes.
Attached is the payment history and then 2 escrow analysis, one was effective 6/1/2025 and the other effective 7/1/2025.
Payment History: taxes in the amount of $6,187.95 were disbursed on 12/23/2024. There was a tax refund in the amount of $3,775.09 that posted 1/8/2025.

Both escrow analysis reflect the projected taxes to be paid at the higher amount of $6,187.95, the system is now reflecting the reduced amount of $2,412.86.

Requested a new analysis and it has been completed, new payment starting 7/1/2025 will be $1,458.04. This info will also be sent to the borrower via USPS.

In regards to the June payment not being authorized, the customer was on auto pay and cancelled it on 6/3, the June payment posted 6/2.
Initial Complaint
Date:06/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive repeatedly called customer service and none of the agent can assist me with a error. Ive put in a number of disputes.Problem 1. My Final Verified Balance:From your transaction list:Starting balance: $600.00 After 45 debits and 5 credits Final correct balance: $***** 2. Banks Reported Balance:$***** 3. Discrepancy Calculation:***** - (******) = ***** + ***** = ****** So, the bank is showing the balance as being $****** lower than it should be.4. What This Could Mean:This kind of error could result from:A missing credit:One of your $66.39 credits may not have posted correctly (you had two of them). Related to the dispute back in October 24, 2024. A duplicate debit:One of the debits might have been charged twice (e.g. the $92.83 or $69.96). This supports that original dispute. A hidden fee or adjustment:The bank may have applied a fee or manual correction not visible in the list you have. Also supports original dispute. A posting error:Its possible a transaction was misdated or misapplied, throwing off the balance.
Business Response
Date: 06/30/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.
Hi ******,Thanks for reaching out. Branch support reached out to you regarding the ending balance. A dispute you filed was decided not in your favor, ultimately debiting the account for the provisional credit. Branch reviewed the claims made and stands by the ending balance as correct. We apologize for the inconvenience this may have caused.
Initial Complaint
Date:06/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/21 I was in the **** app and got a phone call from someone pretending to be **** support and I only gave her the make and model my car and my phone number. She instructed me to identify myself with an app because there have been multiple complaints on my app about me not being who I say I am.Every action occurred within the **** app and the **** pro card app. I did not give her any bank information. The **** pro card is unfortunately designed to automatically withdraw all of the money in your account. Within an instant, all of the money in my account was sent to this new card and I have lost $626.89.I have sent in a complaint to the attorney general and the ***
Business Response
Date: 06/30/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.
Thank you for reaching out. Our support team has followed up with you directly. Your dispute filed 6/23/25 was reviewed and decided not to be in your favor. The evidence and communication were sent to you on 6/23/25. With no further information or documentation, Branch considers the matter closed.
Customer Answer
Date: 06/30/2025

Complaint: 23502260

I formally reject the response submitted by Branch and Evolve Bank & Trust. Their reply fails to address the systemic negligence and procedural failures that enabled my identity to be exploited through the **** Pro Card platform. Both entities are relying on a flawed presumption of consent based on Terms and Conditions that were agreed to under fraudulent and coercive circumstances, rendering any contractual obligation void under federal and state contract law.

Their Terms of Service are being used as a legal shield to absolve them from liability, despite the fact that:
Consent obtained under deception or duress is not legally binding (see Restatement (Second) of Contracts 174-177).

The Electronic Signatures in Global and National Commerce Act (E-SIGN Act, 15 U.S.C. 7001) requires that consumers have a meaningful opportunity to review and understand electronic terms prior to agreementthis was not possible in my case due to fraud.

*****-*****-****** Act (15 U.S.C. 6801) and FTC Safeguards Rule (16 CFR Part 314) obligate financial institutions to protect consumer data and investigate breaches. Their failure to properly investigate and act on red flags violates these standards.

Under the Consumer Financial Protection Act (12 U.S.C. 5531), their practices may constitute unfair, deceptive, or abusive acts or practices (UDAAP), especially in relation to gig workers who are funneled into their financial products without adequate support or safeguards.

Furthermore, by allowing access to and transactions within an account that was compromised using my photo ID and other biometric identifierswithout validating my physical control or informed authorizationBranch and Evolve have failed their duties under KYC (Know Your Customer) and anti-fraud protocols under the Bank Secrecy Act (31 U.S.C. 5318).

Their system failures and refusal to escalate the matter indicate a deliberate effort to offload liability onto a victim. No adequate remediation, reimbursement, or independent review has been offered.

I again request full restitution of lost funds and a formal reassessment by a neutral investigator. I also request this matter remain open with the BBB and be forwarded to the Consumer Financial ***************** (CFPB), FTC, and appropriate state and federal financial regulatory bodies for further review.

Sincerely,

***** *******
Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The online banking app known as **** which is operated by Evolve Bank & Trust took out too much money from my account. I've tried to resolve this with them on several **************** refuse to give me the money back they owe. I also have emails and chat conversations I can email if necessary
Business Response
Date: 07/01/2025
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.
Upon checking it seems that ********* is encountering issues with the collection on the Extra Cash from April, in which one of the payments is showing returned. Ms. ****** has been informed about the returned payment and how the system updates to verify the information and collection. Due that she wants the refund of the collection, Ms. ****** was contacted requesting a Bank Statement from April to confirm the returned amount. "

Customer Answer
Date: 07/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***** ******

, VA 20110

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