Complaints

This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Merrick Bank

  PO Box 5000 Draper, UT 84020-5000

  
• 

  Merrick Bank

  PO Box 1442 Draper, UT 84020-1442

  
• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

• 

  Merrick Bank

  PO Box 1500 Draper, UT 84020-1500

  
• 

  Merrick Bank Corporation

  5770 Roosevelt Blvd Ste 410 Clearwater, FL 33760

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

• Initial Complaint

  Date:04/03/2025

  Type:Product 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.

  This bank continues to overcharge me for late fees .I also see charges for things I didn't charge nor cash advance charges.

  

  Business Response

  Date: 04/15/2025

  BBB Complaint ID # *****************************
  Our records indicate that the account has previously been used for multiple cash advances.
  As per the Cardholder Agreement, a cash advance transaction fee is charged each time a
  cash advance is obtained. Additionally, interest charges are assessed on cash advances
  beginning on the date of the transaction until the cash advance is paid in full.
  The customer has also accrued late fees as a result of payments that were returned or not
  received by the due date. All fees and interest charges have been assessed in accordance
  with the terms of the account. As a courtesy, we waived one late fee.
  A letter was sent to the customer with further information and billing statements. If they
  believe that any transactions are unauthorized, we request that they contact us so that we
  may investigate.

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in reference to an account from ********************** (CW Nexus Credit Card) that is showing as a charge-off on my credit report. This account was opened without my authorization or consent. I have disputed this account with the credit bureaus requesting verification of the debt. There has been no resolution to this dispute, and Merrick Bank has yet to verify with me that the debt is mine. Furthermore, my credit report shows this debt to be more than 7 years old. This is a problem in addition to the account never being authorized. Your assistance with resolution of this matter is greatly appreciated.

  

  Business Response

  Date: 04/14/2025

  BBB Complaint ID # ********
  Our records indicate that the customers account was opened with an electronic application
  and used for purchases. Due to non-payment, the account charged off with an outstanding
  balance. Please note that we have no record of correspondence requesting debt validation,
  prior to charge-off.
  At charge off, ownership of the account was transferred to CW **************************
  Trust I. As Merrick Bank is no longer the account owner, we recommend that the customer
  contact CW ******************************** I directly for further assistance.
  A letter with additional details was sent directly to ****** C. ****, along with account
  documents.

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to inform you of a fraudulent account that has been opened in my name with Merrick Bank. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: Merrick Bank Opened Date: 10/20/2021 Account Number: ****************High Credit: $1,071 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/14/2025

  BBB Complaint ID # *****************************
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Due to non-payment, the account charged off with an outstanding balance.
  Upon receipt of the complaint, we completed an investigation regarding the customers claim
  of identity theft, which was denied based on the results of our investigation.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter was sent to the customer with further information and validation documents.

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with charter communications, I do not have a contract with MERRICK BANK,LP, they did not provide me with the original contract as i requested!!

  

  Business Response

  Date: 04/14/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Subsequently, the account was closed due to returned payments. We received
  the customers last payment, bringing the account to a zero balance.
  Please be advised that Merrick Bank is not affiliated with **********************. As such,
  we are unable to provide any information regarding an account with Charter
  Communications, and we recommend that the customer contact them directly for assistance.
  Upon receipt of the customers complaint, an investigation was conducted regarding their
  claim of identity theft. Based on our investigation, their claim was denied as the account
  information matches their personal records.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  While we report accurate information, the way in which this information is displayed is at the
  discretion of each consumer reporting agency. We recommend that the customer contact
  them directly for further information regarding the way this account appears on their credit
  report.
  A letter with additional details was sent directly to ****** ********, along with account
  documents.

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have held a credit card account with ********************** for several years and it has always been in good standing. My account has a ZERO BALANCE with the exception of the annual fee broken down into monthly payments. This payment is auto-deducted from my verified checking account monthly. Well, Merrick decided they didn't like my checking account anymore and started returning these payments randomly. I had to start manually re-submitting these payments for the system to accept them. My checking account never carries a negative balance for these to bounce. Merrick has decided to close my credit card account due to these bounce backs and I find this ridiculous especially since I called my bank and they see no error on their end.

  

  Business Response

  Date: 04/14/2025

  BBB Complaint ID # *****************************
  Our records indicate that the customer's recurring payment enrollment was updated to
  withdraw payments closer to their statement date. Per federal regulations, payments within
  13 days of the statement date cannot be processed electronically. As the customer's ********************
  institution does not accept the updated payment format, subsequent recurring payments
  were returned unpaid, resulting in the closure of the account per the customer's cardholder
  agreement. The account will not be reopened as requested.
  A letter with additional details was sent directly to ********* *******.

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a credit card. I did receive it but never activated it. They are billing me the annual fee plus late fee. I called about it and was told doesn't matter if I activated it or not. I want this account canceled and deleted from my credit report.

  

  Business Response

  Date: 04/09/2025

  BBB Complaint ID # *****************************
  Our records indicate that the customer recently opened an account, and the annual fee was
  assessed. While we regret any dissatisfaction, the fee is assessed at the inception of the
  account even if the card has not yet been activated. A card was issued to the address on file,
  and we have no record of returned mail. As no payment was received toward the annual fee,
  interest was assessed. We have no record of any late fees on this account.
  We reviewed the call referenced in the complaint and found that the level of service that the
  customer received is not acceptable and is not representative of our company values and
  service standards. We sincerely apologize for the inconvenience this caused.
  The account has been closed, as requested, and we waived the balance of the annual fee
  and interest. Additionally, as the card was never used for purchases, we requested that the
  consumer reporting agencies delete the account from the customers personal credit file.
  In order to address the BBB complaint, we contacted the customer by phone, and they were
  advised of the above outlined information.

• Initial Complaint

  Date:03/30/2025

  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.

  The account been reported on my credit report is not mine

  

  Business Response

  Date: 04/09/2025

  BBB Complaint ID # *****************************
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Due to non-payment, the account charged off with an outstanding balance.
  We received Automated Consumer Dispute Verification forms (ACDVs) filed through the
  credit bureaus disputing the reporting of the account and claiming identity theft. In each
  instance, the account was reviewed, and responses were provided directly to the consumer
  reporting agencies confirming that the account is reporting accurately. The fraud claims were
  denied based on the results of our investigation and the account information that matches the
  customers personal details.
  Upon receipt of the complaint, the identity theft claim was again investigated, but remains
  denied.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter was sent to the customer with further information and validation documents.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23134821
  
  I am rejecting this response because:This account is been erroneously reported in my credit file and causing me severe irreparable damages.This company has never furnished me any documentation to establish the validity of this ********** be clear,I did NOT establish this account and I am not legally responsible for it and as such I will like for the account to be deleted from my credit file expeditiously 
  
  Sincerely,
  
  ***** Agbedavies

• Initial Complaint

  Date:03/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had an account with ********************** for some time, always paying my bill consistently and on-time. However as of November 2024, something internally occurred (possibly an error) and my payments failed to process correctly (on their website) Now putting me behind the eight-ball with Merrick suddenly charging me $40 in late fees that increased my otherwise ORIGINAL balance from $237 to now $400. Which I'd spoken to their billing support about. But never got amended as it was frequently a foreign agent who didn't understand me or do their job. And now the institution is continuing to charge me a $30 late fees, furthering UPPING my "amount due" balances to over $500. Making it impossible to major inconvenience to clear or pay off my account. With NO help from their support at all. Lately lying that they've sent me letters about my account past-due, collection notices, or corresponding emails...that never happened. This is not the first time this has happened, and the representatives don't seem to care for resolving the going issue, which I'm about to file with my attorney, just to get something done, .. account paid, and permanently closed. This has gotten utterly ridiculous.

  

  Business Response

  Date: 04/09/2025

  BBB Complaint ID # ********
  Our records indicate that the customer enrolled the account in mobile and email alerts,
  notifying them when the billing statements were available for review and when payment is
  due. Subsequently, the customer opted to cancel the mobile alerts. Please note that
  statements, letters, and emails were sent advising the customer of the account status. We
  have no record of any system errors related to this account or our website, as referenced in
  the complaint.
  We received the customers payments, but they did not meet the minimum payment required
  and no payment was received by their most recent due date. As a result, late fees were
  accurately assessed, thus increasing the balance. Late fees are assessed when payments
  equaling or exceeding the minimum amount due are not received by the payment due date.
  As of the date of this response, the account is past due and will be reported as such if a
  payment bringing the account current is not received by the close of their current billing
  period.
  We confirmed that the customer was provided with misinformation regarding their account
  status during their recent call to our **************************** We apologize for the
  inconvenience and confusion that this has caused the customer.
  The account was closed, per the customers request, with an outstanding balance. Please be
  advised that, though the account has been closed, the customer is responsible for making
  payments, will continue to accrue interest on the unpaid balance, and any applicable fees will
  apply until the balance is paid in full.
  A letter with additional details was sent directly to *** ****** ******.

• Initial Complaint

  Date:03/28/2025

  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.

  I am writing to notify you of a fraudulent account that has been opened in my name with MERRICK BK. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: MERRICK BK Opened Date: 10/16/2016 Account Number: ****************High Credit: $1,052.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/09/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with an electronic application.
  Subsequently, the account was used for purchases. Due to non-payment, the account
  charged off with an outstanding balance.
  We received the customers Automated Consumer Dispute Verification (ACDVs) forms filed
  through the *************************** (CRAs) disputing the reporting of the account. In
  each instance, the account was reviewed and responses were provided directly to the ****
  confirming that the account is reporting accurately.
  Upon receipt of the customers complaint, we conducted an investigation regarding their
  claim of identity theft. Based on our investigation, their claim was denied, as the account
  information matches their personal records.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter with additional details was sent directly to ******* M. ******, along with account
  documents.

• Initial Complaint

  Date:03/27/2025

  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.

  hello good afternoon, iam *** *********, merrick bank keeps hanging the phone on me over *********** million times i called them they are keep passing me around and hanging up phone on me. iam a victim of identity theft victim, iam emtionally depressed and stressed cannot attend work because of merrick bank. someone opened a account for $500 and they are saying that it was me which i never heared of merrick bank or applied any services. my account was hit by a data breach! please i ask to hear my voice to take this merrick bank and shut them down!!!

  

  Business Response

  Date: 04/09/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application and used for
  purchases. Due to non-payment, the account charged off with an outstanding balance.
  We reviewed the customer's calls with our representatives and determined that several calls
  were transferred to a different department to assist better. In addition, representatives
  submitted multiple requests for an investigation regarding the customers claims of identity
  theft. In each instance, the account was reviewed, and the claims were denied as the
  account information matches the customer's personal details. While we regret the customers
  dissatisfaction, we found no instance of unprofessionalism.
  We received the customers Automated Consumer Dispute Verification forms (ACDVs) filed
  through the credit bureaus disputing the reporting of the account and claiming identity theft.
  In each instance, the account was again reviewed, and the fraud claims were denied as the
  account information matches their personal details. As such, responses were provided
  directly to the consumer reporting agencies confirming that the account is reporting
  accurately.
  Upon receipt of the customers complaint, we conducted an additional investigation regarding
  their claim of identity theft. The claim was again denied, as the account information matches
  their personal details.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter with additional details was sent directly to *** *********, along with account
  documents.