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 1500 Draper, UT 84020-1500

  
• 

  Merrick Bank Corporation

  5770 Roosevelt Blvd Ste 410 Clearwater, FL 33760

• 

  Merrick Bank

  PO Box 1442 Draper, UT 84020-1442

  
• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

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:11/29/2023

  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.

  Few months ago I was offered a Merrick bank card into my Credit Karma app. I decided to accepted and was told that my credit card was supposed to arrive in 10 business days. After a few week I saw a report that my balance on that card was 70$ dollars. I NEVER got my card. I tried calling 100 times and they NEVER help me. they say that the card number is the account number, and then its takes forever to ended up saying that they are sending a new card.. I have been told that more than 8 times and never got it! I own a balance that I NEVER used, that I CANT pay because I dont have an account number, e ITS AFFECTING MY CREDIT!

  

  Business Response

  Date: 12/13/2023

  Our records indicate that at the inception of the account, the annual fee was assessed, and a
  card was shipped to the address that was on file. However, the card was returned
  undeliverable due to an address change. A new card was ordered to this address, but also
  returned by the postal service. Following this, a representative ordered an additional card,
  which was not mailed due to the multiple instances of returned mail. We apologize for the
  inconvenience the customer experienced.
  After receipt of the BBB complaint, the customer spoke with a representative and requested
  that their address be changed. The card was reordered and expedited via ****** According
  to the tracking information, the card has been delivered.
  In order to assist, we waived the late fee, rush card fee, and interest assessed during this
  time. As of the date of this response, the account has not been reported as past due to the
  consumer reporting agencies.
  A letter with additional information was sent to the customer.

• Initial Complaint

  Date:11/28/2023

  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.

  A card was fraudulently opened in my name in August. I contacted Merrick as soon as I saw the account information in the mail.I waited 3 months for the investigation to concluded. I called expressed my concern to Merrick multiple times because not paying the card fee could impact my 100% payment history on my credit report. I even offered to pay the account fee just to not mess up my credit report and was advised against it by their staff because it could mess up their investigation.I just received a letter with Merrick wrongfully stating that the account was opened legitimately. I'm disturbed by the lack of security on Merricks end to allow anyone to open cards in anyone's name, and horrified that it takes you 3 months to come to the wrong conclusion. You are impacting real peoples lives and credit scores.What are the next steps we need to take together to help your fraud team fix this mistake? This should have never been allowed to happen in the first place and it needs to be resolved correctly

  

  Business Response

  Date: 12/13/2023

  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:11/28/2023

  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.

  1 year CD matured on 11/18/2023
  - I requested fund transfer out on the same day 11/18/2023.
  - Until now they still refused to transfer my money.
  - They said they need a response from their upper management.
  - But it's been two days after the holiday. I still haven't heard back from their upper management.
  I need that money to pay for my tuition which is already over due.

  

  Business Response

  Date: 12/05/2023

  BBB Complaint ID # ********
  We received the customer’s request to close their Certificate of Deposit. Due to recent address
  change activity on the account, Merrick Bank was required to do due diligence and verify
  applicable information. We apologize for the delay in the closure of the Certificate of Deposit.
  The account was subsequently closed, and a notice of closure was sent to the customer’s Banno
  online banking. The customer will receive their funds in 1-5 business days.
  A letter was sent to the customer with additional information. Please allow sufficient time to
  receive.

  Customer Answer

  Date: 12/05/2023

  
  
  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:11/28/2023

  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'm in the process of buying a home and I noticed innacurate information on my report . Merrick Bank is reporting that the account is charged off as of 2020 $1,830 an# ****** its now updated saying past due as of Nov 2023 ! I filed a dispute 3 months ago asking for Purchase agreement and since its a charge off I need a 1099C sent to me also its been 90 days I've received Nothing . I need this account removed .

  

  Business Response

  Date: 12/12/2023

  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. After charge-off, the account was
  placed with third party collection agencies for servicing. Please be advised that ****-C forms
  are issued when an account is settled. As the account has not been settled, the balance
  remains owed, and the customers account does not qualify for a ****-C form.
  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 reviewed, and responses were provided directly to the
  consumer reporting agencies (CRAs) 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 their personal details. Please note, we have no record of a direct
  prior correspondence regarding the customers account, as referenced in their complaint.
  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:11/28/2023

  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 paid the full amount of the account balance They reported 30 late payment on my credit report I contacted them several times to please resolve this issue since I always paid my balance. Im trying to rent an apartment for me and my mother that battling from cancer and pretty much they dont even care to listen to my situation. I need help please

  

  Business Response

  Date: 12/13/2023

  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: 12/14/2023

   
  Complaint: 20929723
  
  I am rejecting this response because:
  This issue never got resolved with the credit card company. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/15/2023

  BBB Complaint ID #********
  Our records indicate that the customer's account was reported as past due for consecutive
  instances of non-payment. We subsequently received payments which brought the account
  to a zero balance. Please be advised that the aforementioned delinquency is accurate and
  will not be removed from the customer's personal credit file.
  The customer contacted our *************************** regarding an update to
  their credit reporting. Our representatives verified the payment history on the account and
  accurately advised that we are required to report the account accurately and the delinquency
  would 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 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.
  We received an additional complaint from the customer filed through the ***** upon
  completion of the **** complaint case, a separate response will be sent to the customer.

• Initial Complaint

  Date:11/28/2023

  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 Merrick Bank, I do not have a contract with Merrick Bank, they did not provide me with the original contract as ai requested.

  

  Business Response

  Date: 12/07/2023

  BBB Complaint ID # ********
  According to our records, the customers account was opened with an electronic application.
  The account was used for purchases and payments were applied toward the balance. Due to
  continued non-payment the account charged off with an outstanding balance. After chargeoff, the account was placed with third party collection agencies for servicing. Please note, we
  have no record of prior correspondence requesting a copy of the application, as referenced in
  their complaint.
  Upon receipt of the customers complaint, we conducted an investigation regarding their
  claim of identity theft. Based on the results of our investigation, the 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 ********************************, along with account
  documents.

• Initial Complaint

  Date:11/27/2023

  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 Merrick Bank, I do not have a contract with Merrick Bank. They did not provide me with the original contract as I have requested.

  

  Business Response

  Date: 12/08/2023

  BBB Complaint ID # ********
  According to our records, the customer’s account was opened with an electronic application.
  The account was used for purchases and payments were applied toward the balance. Due to
  continued non-payment the account charged off with an outstanding balance. After chargeoff, the account was placed with third party collection agencies for servicing. Please note, we
  have no record of prior correspondence requesting a copy of the application, as referenced in
  their complaint.
  Upon receipt of the customer’s complaint, we conducted an investigation regarding their
  claim of identity theft. Based on the results of our investigation, the 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 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 ***** ** *****, along with account
  documents.

• Initial Complaint

  Date:11/27/2023

  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.

  A credit card was opened in my name on September 7th, 2023. This was completely fraudulent, I never applied for an account through this bank. I never even heard of merrick bank. The only way I found out about it is because it was showing on my credit report showing I had it maxed out at $700 and was overdue on a payment!! I have contacted merrick bank numerous times to dispute this and they said they would look into it. A month later it is still showing on my credit report and has dropped my score significantly due to non-payment again I never opened this account, no one is able to give me any information on what charges were made to it. Now every time I call merrick I get put on hold for 1 hour 45 minutes only to be hung up on. This needs to be resolved immediately as my credit is taking a beating due to this fraud account opened in my name.

  

  Business Response

  Date: 12/11/2023

  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: 12/16/2023

   
  Complaint: 20920793
  
  I am rejecting this response because:
  The business says they have received my complaint but no action has taken place to remedy my situation. I am receiving harassment through phone calls and monthly statements still sent to me saying Im delinquent. My credit continues to suffer due to lack of action on merricks part. I will pursue legal action against merrick if this situation is not fixed immediately. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/18/2023

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application. The
  application does not include a hand-written signature. 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.
  Subsequently, the account was used for purchases. As no payments have been received,
  the account was accurately reported as past due.
  The customer contacted our *************************** to advise that the account was
  not authorized. Upon review, we determined that our representative did not submit the
  customer's request for an investigation as advised, delaying its resolution. Please be advised
  that the details of this call were forwarded to the appropriate level of management to provide
  coaching so that the representative will better handle calls of this nature in the future.
  During the customer's subsequent calls, our representatives accurately advised that their
  investigation was ongoing and provided a timeframe for resolution. Based on our
  investigation, the customer's claim was denied as the account information, which includes
  the customer's name, date of birth, social security number, and address, matches their
  personal records. A denial letter was issued to the address on file on the same date.
  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 ************************** with additional details and account validation documents.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20920793
  
  I am rejecting this response because:
  I never at anytime applied electronically or advised any other person to open this account. I have not been provided any transactions that were made using this fraudulent account. These transactions need to be investigated which I thought they would be. I can guarantee none of the purchases made reflect any purchases I have made legally with all of my other creditors. I do not and will not accept responsibilities for whatever purchases were made using my information fraudulently. Investigate the purchases and compare them to my other credit usage with different companies. I again guarantee they do not align with any of my typical purchases. Also provide me with this list and how and when they were purchased 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/24/2023

  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 business has violated the ***** 7 In 7 rule multiple times. Oct 26th spoke to an agent 11/2 spoke to another agent VIOLATION.11/10 spoke to an agent 11/17 spoke to an agent Violation 11/17 got to a call after 9pm Violation Second call that day, Violation 3rd call within 7 days Violation

  

  Business Response

  Date: 12/07/2023

  BBB Complaint ID # *****************************
  As the customer's account became past due, we contacted them in an attempt to collect
  payment. We confirmed that all collection attempts from Merrick Bank were within
  compliance under the Fair Debt Collection Practices Act (*****).
  During one such call, our representative submitted the customer's request for a call back
  from a supervisor. As requested, a supervisor contacted the customer on the same date.
  Please be advised that the ***** only governs collection attempts. As our representative
  contacted the customer in an attempt to resolve their concerns, no violation occurred.
  Due to non-payment, late fees and finance charges were assessed to the account. While we
  regret the customer's dissatisfaction, we are unable to accommodate their request to settle
  the outstanding balance.
  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 ****************************

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20912926
  
  I am rejecting this response because:
  

  The information given is not accurate the supervisor request was after a violation of the 7 in 7 rule. I was engaged a couple days previously to the call where I escalated to a supervisor. And even then I didn't authorize a supervisor contact form or for a supervisor to contact me after 9pm. 

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

• Initial Complaint

  Date:11/24/2023

  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 not liable for this debt with MERRICK BK. I do not have a contract with MERRICK BK. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 12/07/2023

  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.
  Please note, we have no record of recent correspondence requesting a copy of the
  application, as referenced in the customer’s complaint.
  We received the customer’s Automated Consumer Dispute Verification forms (“ACDVs”) filed
  through the credit bureaus disputing the reporting of the account. In each instance, the
  account was reviewed, and responses were provided directly to the consumer reporting
  agencies confirming that the account is reporting accurately.
  Upon receipt of the customer’s complaint, we conducted an investigation regarding their
  claim of identity theft. The claim was denied based on the results of our investigation and the
  account information that 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 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 ******* ** ***** ***, along with account
  documents.

  Customer Answer

  Date: 12/10/2023

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