Complaints

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

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  Merrick Bank

  PO Box 5000 Draper, UT 84020-5000

  
• 

  Merrick Bank

  PO Box 1442 Draper, UT 84020-1442

  
• 

  Merrick Bank

  PO Box 9201 Old Bethpage, NY 11804

• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

• 

  Merrick Bank

  Dallas, TX 75266

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

• Initial Complaint

  Date:03/16/2024

  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.

  My credit card number was used fraudulently, and I happen to be checking my account and noticing the frequent charges before they go through. I immediately called the Merrick Bank customer service center, while I was on the phone the representative, informed me that there were new charges that was coming through from the same merchant, and that they were not posted on the account, so I was not able to see them, but he could see them. I was also told that my account would be credited, and an investigation would be made. I later received a letter indicating that the fraudulent charges were valid, because it appears I made them. No one was able to tell me what investigation was done to come to that conclusion. I continuously called customer service to resolve it but each time they put me on hold or hung up the phone after a while. One rep stated that he was transferring me to Security, another said he was transferring me to the Dispute Department. Everyone places me on hold and never comes back to the phone once I explained my issue. In the meantime, they sent a letter permanently crediting me for two of the smallest charges that were fraudulently made, from the same fraudulent merchant and none for the larger charges. In fact, I alerted the bank of the incoming fraudulent charges. I told them that I do not know of these merchants, never place any a charge with them before it was even posted. Please see the doc below with the communication from the bank.

  

  Business Response

  Date: 03/26/2024

  BBB Complaint ID # ********
  Our records indicate that the customer reported several unauthorized transactions. Our
  representative replaced the customer's card and initiated a fraud claim. Due to merchant
  rebuttals, the fraud claim was partially denied and the associated provisional credits were
  reversed and reapplied to the account. The remaining credits became permanent upon
  acceptance of the fraud claim. While we regret the customer's dissatisfaction, we
  recommend that they contact the merchants for further assistance.
  A letter with additional details was sent directly to ***** ** ********.

  Customer Answer

  Date: 03/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/14/2024

  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 am not liable for this debt with Merrick bank. I do. It have a contract with the collection company Merrick bank hired. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 03/25/2024

  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. After
  charge-off, the account was placed with third party collection agencies for servicing;
  however, Merrick Bank remains owner of the account. Please note, we have no record of
  prior correspondence requesting a copy of the application, as referenced.
  We received the customers Automated Consumer Dispute Verification form (ACDV) filed
  through the credit bureau disputing the reporting of the account. The account was reviewed,
  and a response was provided directly to the consumer reporting agency 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 the results of 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 information was sent directly to ************************************, along with
  account documents.

• Initial Complaint

  Date:03/14/2024

  Type:Sales and Advertising 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 unable to pay my bill of $43 in August or September due to the site not taking payment for atleast 2 weeks. I could not pay my bill, I tried and tried again. In October I got an email saying I was behind , clicked the link and I was THEN allowed to pay the $47 which I’m bet was mostly late fees.
  
  Merrick reported a missed payment in my credit report despite me calling 3 times and explaining the situation. I filed several credit disputes to which they declined to remove the negative mark.
  
  This has affected my credit and my livelihood, and it’s due to Merrick Banks gross negligence in regards to having a system that’s capable of taking my payment.
  
  I may seek damages if this report is not corrected. This is unacceptable and I demand resolution

  

  Business Response

  Date: 03/26/2024

  BBB Complaint ID # ********
  Our records indicate that no payments were received for two consecutive due dates. As a
  result, the account became past due and was reported as such. Emails were sent to the
  customer to advise of the past due account status. Please note that no late fees were
  assessed.
  While we regret any difficulty that the customer experienced, we have no record of any calls
  for this account during this time regarding an inability to make payments via the website or
  mobile application. Merrick Bank offers alternate payment methods including by phone using
  our automated system or with a representative and by mail.
  The customer made a payment on the mobile application to bring the account current, and
  then contacted us by phone, regarding the reporting of the account. The customer advised
  that they had been unaware that the account was past due. The representative stated that
  the customer could dispute the reporting of the account with the credit bureaus. We have no
  record of any subsequent disputes related to this account prior to the current complaint.
  While we regret any dissatisfaction, as the delinquency is accurate, it will not be removed.
  The Fair Credit Reporting Act ("FCRA") requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumer's
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter was sent to the customer with further information.

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  I contacted Meerik bank several times about this matter and have submitted numerous credit disputes via transunion, Experian , and equifax. I’ve even submitted twice after being denied removal of negative marks.

   

  Merrick predatory negligence in allowing accounts to go delinquent because their applications were unavailable are a major warning sign. I tried calling to pay to and no one was available. 
  

  The companies inability to provide me and their customers payment options, causing financial damage to their credit with no repercussions is appalling, and the fact I tried to explain to them the situation over the phone 3 times, including before I paid makes it worse. 
  

  The only entity that will have a ding on their credit should be Merricks, I wanted to pay when my bill was due, I couldn’t. 
  

  I’ll be seeking removal of the negative mark on my credit report, and contacting others who’ve gone through the same if this isn’t done.

   

   

  
  
  
  thanks

• Initial Complaint

  Date:03/13/2024

  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 have been a customer of the above bank. I tried to login to my account and it was stating it is locked. it turns out that they sold it to some other company without any communication with me. This is not only unfair but i feel this is criminal and they need to respond to this, I called them and they kept transferring to this other place where the person sounded drunk and extremely rude. I want my credit card unlocked and also I want the line of credit doubled as a compensation for their illegal and extremely unprofessional attitude that hurt my credit.

  

  Business Response

  Date: 03/25/2024

  BBB Complaint ID #********
  Our records indicate that this account charged off a result of the past due status and was
  placed with Carson Smithfield, LLC, a third-party collection agency, for servicing. As per
  section 28 of the cardholder agreement, “The Bank may sell, assign, or transfer this
  Agreement or the Account or the Deposit Account, or any portion thereof or any rights to
  collect money thereunder, at any time and without your prior consent.” Please note that
  Merrick Bank remains the owner of the account.
  While we regret the customer’s dissatisfaction, we have no record of unprofessional conduct
  by the representatives on their recent call; however, we appreciate their feedback, as it
  enables us to improve service for all of our valued customers.
  As the account is charged off, the online account is no longer available, and the account will
  not be reopened as requested. If the customer would like to discuss repayment options, they
  may contact Carson Smithfield, LLC directly.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer
  reporting agencies, we report accurate information regarding a consumer’s account history.
  We have reviewed the account and determined that the information reported was complete
  and accurate as of the date(s) we furnished it. As such, in the absence of additional facts, we
  will not change the reporting of the account to the consumer reporting agencies.
  A letter was sent to the customer with further information.

  Customer Answer

  Date: 03/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  The response they provided does not make any sense, the website is clearly stating that the account is "close", they are saying in their response to me that they have sold it to another party, At first that they have sold the account and then they are saying they are still the account owner and also mentioning that the party they sold the account to, their representative did not show any unprofessional behavior. This does not make any sense. They were thinking that by playing games like this I would not catch them in their unethical and unprofessional ways. 

  This is my second and final demand they need to remove negative items from my credit report, reopen my credit card with double credit limit. 

  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/11/2024

  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 finally received a paper bill from this company and when I called to dispute the charges made on my credit card. I was placed on hold twice for more than 20 minutes. I have a credit card through this company with a $300 credit limit. But on my billing statement it says I have made $1,791.59 in purchases. When asked for a billing explanation one of the e.ployees mentioned there was a charge for a purchase of $825.00. I never made a purchase that large nor did I have the capital to make a purchase of such monetary value. I want my monies refunded that were spent, any dings to my credit report fixed, and I would like to close my account out after we come to a resolution to me problems.

  

  Business Response

  Date: 03/22/2024

  BBB Complaint ID # BBB ********
  Our records indicate that the customer's payments were returned unpaid by their financial
  institution. Due to excessive returned payments, the account was revoked with an
  outstanding balance. The account has not been reported as past due to the credit reporting
  agencies at this time.
  The customer contacted our Customer Service Department regarding their balance. Our
  representatives accurately advised that the purchase balances reflected on their statements
  include the amount of their returned payments and do not represent individual transactions,
  as indicated in the customer's complaint.
  As of the date of this response, the account is current. As the customer confirmed during
  their call that the account activity was authorized, we have determined that the balance was
  calculated accurately and remains owed.
  The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumer’s
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter with additional details was sent directly to ******* ** ********.

   

• Initial Complaint

  Date:03/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account does not belong to me. My report was merged with another person due to identity theft. I even had a social on my report that was not mine. I have disputed this account multiple times only for them to tell me it was verified to be mine. However, I never received anything to validate that response. I would like solid proof and if not remove this account from my credit report. It's hindering me from getting a home.

  

  Business Response

  Date: 03/22/2024

  Merrick Bank is in receipt of your complaint. We appreciate your patience while we conduct our investigation. Upon conclusion,we will respond to you directly, verbally or in writing, to address your concerns.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21412425
  
  I am rejecting this response because: I'm unaware of this debt and I'm not liable for this debt. I did not have an opportunity to dispute this information. I did not receive proper notification and, if in fact you believe you gave me proper notification, then please send me the certified receipt with my name on it and my signature certifying that I received it. My federally protected consumer rights are being violated.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/28/2024

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with an electronic application,
  along with a security deposit, and 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) claiming identity theft and disputing the
  reporting of the account, as well as their direct dispute, disputing the reporting of the account.
  In each instance, the account was reviewed. Based on the results of our investigation, the
  identity theft claims were denied as the account information matches their personal details.
  As such, responses were provided directly to the CRAs and to the customer, 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 the results of our investigation their claim was denied, as the
  account information matches their personal details.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) we furnished it. As such, in the absence of
  additional facts, we will not change the reporting of the account to the consumer reporting
  agencies.
  A letter with additional details was sent directly to **********************************, along with account
  documents.

• Initial Complaint

  Date:03/10/2024

  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.

  Merrick bank are crooks. I wrote back a couple months ago for a huge unauthorized charge. Then I paid the card off in full last month, and now the account has been closed! Now it will show a negative remark on my credit when I paid it off in full. Its some BS!

  

  Business Response

  Date: 03/21/2024

  BBB Complaint ID #********
  As advised in our prior response to the customers BBB complaint, the account was enrolled
  in recurring payments for the minimum payment amount to be withdrawn on the due date.
  Multiple payments were returned unpaid by the customers financial institution or cancelled
  by the customer. As such, the account became past due and was accurately reported as
  such to the consumer reporting agencies. The account was also closed due to non-payment.
  Per the cardholder agreement, we may close the account at any time for any reason and
  without prior notice.
  As a result of the returned payments, the minimum payment amount increased accordingly.
  We received a valid payment for this increased minimum payment amount. The customer
  then cancelled the recurring payments after this payment had been processed. The account
  has since been paid in full, and the balance is zero.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer
  reporting agencies, we report accurate information regarding a consumers account history.
  We have reviewed the account and determined that the information reported was complete
  and accurate as of the date(s) we furnished it. As such, in the absence of additional facts, we
  will not change the reporting of the account to the consumer reporting agencies.
  Please note that we have no record of any recent calls or correspondence regarding
  fraudulent charges. If the customer believes that there are unauthorized transactions on the
  account, we request that they please provide us with a list of such transactions, including the
  name of the merchant, date, and amount of the transaction(s).
  A letter with additional details was sent directly to *********************, along with statements.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21411276
  
  I am rejecting this response because:  You all are crooks and you al took monies without me giving you permission.  I paid both the late balances and paid the card off and then you closed the card.  But that is ok.  Don't ever send me another offer from your institution ever again!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is to inform you that I have been the victim of identity theft. Someone has used my personal information to open fraudulent accounts. I did not authorize this activity nor do I know who did.
  I am requesting that you immediately place a fraud alert on my credit file. It should state that credit should not be issued in my name without my authorization
  I am also officially informing you that I am disputing the following items on my credit report and needs to be deleted upon reviewing:
  
  MERRICK BANK CORP MERRICK BANK CORP **************** 

  

  Business Response

  Date: 03/22/2024

  Merrick Bank is in receipt of your complaint. We
  appreciate your patience while we conduct our investigation. Upon conclusion,
  we will respond to you directly, verbally or in writing, to address your
  concerns.

• Initial Complaint

  Date:03/08/2024

  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.

  Merrick Bank
  ** *** **** Old Bethpage, NY 11804
  
  March 8, 2024:
  
  I recently received your correspondence dated February 6, 2024. This letter is formal notification
  that the debt you are reporting is disputed and is not a refusal to pay. Please send me a
  validation of this debt as soon as possible.
  
  Under the FDCPA you must send valid proof that these monies are owed by me. DO NOT send
  a simple printout showing my name and a dollar amount. You are expected to forward the
  following:
  
  ? Original creditors full name and address
  ? Date your company purchased said debt, if applicable
  ? Amount you paid for said debt, if any
  ? Date of last activity/payment, if any
  
  This is an official request for “validation of debt”, should you be unable to provide such proof and
  continue to report negatively against my credit, I will take action. Be advised also, that while an
  account is in dispute you must place the rating on hold. Continuing to report a disputed debt is a
  direct violation of the FCRA and will not be tolerated.
  
  Awaiting your information
  ******* ******** ****** * ******* *** Nottingham, MD 21236
  ********** ***********

  

  Business Response

  Date: 03/19/2024

  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 the customer’s 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 customer.
  The Fair Credit Reporting Act requires that, as a furnisher of information to consumer
  reporting agencies, we report complete and accurate information regarding a consumer’s
  account history. We have reviewed the account and determined that the information reported
  was complete and accurate as of the date(s) furnished. In the absence of additional facts, we
  will not change the reporting of the account to the consumer reporting agencies. Please note
  that the account was updated as in dispute upon receipt of the complaint.
  A letter was sent to the customer with further information and account validation documents.

• Initial Complaint

  Date:03/08/2024

  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 March 4 I made the minimum payment according to the automated system account information. Ordinarily I would make my payment through the app but it hasn’t worked for a very long time and the rep at the time told me to use my computer to change my pw and I couldn’t get access as well. I called to find out why the payment did not go through and the rep said Chase bank returned the check, which was paid through another bank. I don’t understand why I have such a high balance and why as I’m writing this I’m on an extremely long hold waiting for the rep to come back on the line since he refuses to let me speak to a supervisor his name he said is John

  

  Business Response

  Date: 03/22/2024

  Our records indicate that fees were assessed for non-payment, increasing the customer's
  minimum payment amount for their next payment due date. The customer's next payment
  was returned unpaid due to a frozen payment account. We have no record of a payment
  made from a new payment institution or inbound calls regarding access to the customer's
  online account, as indicated in the complaint.
  Upon review, we determined that our representative failed to escalate the customer's
  concerns to management as requested. The details of this call were forwarded to the
  appropriate level of management to provide coaching so that the representative can better
  handle calls of this nature in the future.
  A letter with additional details was sent directly to ****** ** *****.