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:05/08/2025

  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 MERRICK BANK, I do not have a contract with MERRICK BANK, they did not provide me with the original contract as i requested

  

  Business Response

  Date: 05/20/2025

  BBB Complaint ID # ********
  Our records indicate that we previously responded to the customers concerns and provided
  documentation, which included the application. As advised, the customer's 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 customers Automated Consumer Dispute Verification (ACDVs) forms filed
  through the consumer reporting agencies claiming identity theft and 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 the
  customer's personal details. As such, responses were provided directly to the 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. We sent a letter to the customer's address on file advising that
  their claim was again denied based on the above 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 with additional details was sent directly to Toure *. ******, along with account
  documents.

• Initial Complaint

  Date:05/08/2025

  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 formally dispute the presence of an account listed under my name and credit report, which I have reason to believe is fraudulent. The account in question is a Merrick Bank account that I did not open. My personal information was compromised, and my email was hacked prior to my discovering this account.
  On February 27, 2025, I received an email from Merrick Bank offering several payment plan options regarding this account. One of these plans stated that late fees would be waived if a certain payment was made. Acting in good faith and with the intent to minimize any further damage to my credit while I worked to resolve the fraud, I made the payment.
  However, I later discovered that this account had already been closed on February 24, 2025—three days before the payment plan offer was sent to me. Sending an offer to keep the account open or in good standing after it had already been closed constitutes a misleading and deceptive practice. I believe this action was done in bad faith, and it misled me into making a payment under false pretenses.
  Given the circumstances—including the fact that the account was fraudulent and the misleading offer was made post-closure—I am requesting that this account be fully removed from my credit report and all associated records.
  Please confirm receipt of this dispute and provide a written response within the legally required timeframe. If necessary, I am prepared to escalate this issue to the Consumer Financial Protection Bureau (CFPB) or other regulatory bodies.
  Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 05/21/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application and used for
  purchases. As a result of payments which were not received, did not meet the minimum
  payment and/or were returned unpaid, the account became past due and was reported as
  such to the consumer reporting agencies. The account was also closed due to the past due
  status.
  Subsequently, the customer accepted our Fee Waiver Program (FWP) on our website. This
  program is an offer to assist customers with bringing the account current by waiving a
  specific amount of late fees in exchange for a payment. Please be advised that this program
  is available on both open and closed accounts. While completing the FWP will bring the
  account current, it will not reopen a previously closed account. Upon receipt of the
  customer’s FWP payment, the late fees were waived, bringing the account current.
  We conducted an investigation regarding the customer’s claim of identity theft. Based on the
  results of our investigation, the customer’s claim was denied as the account information
  matches the customer’s 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 was sent to the customer with further information.

  Customer Answer

  Date: 05/21/2025

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

   

  As I stated before, I never opened this account. This account was opened fraudulently under my name. My data (including my email) was compromised. Once I regained access to my email, I saw the offer for the payment program. I wanted to take some of the burden off of my credit as I worked to get everything corrected so I opted into the program. The one that I selected specifically mentioned that the late fee would be waived and the account would remain open. I made the payment under the impression that the account would remain open only to find out that it was closed prior to the offer even being sent to me. This is illegal for Merrick Bank to do because that is considered detrimental reliance.

   

  I’m sure you have the terms on file and can verify that part of the terms specifically stated that choosing that option would leave the account open and returned to good standing.

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

• Initial Complaint

  Date:05/04/2025

  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.

  *Complaint Statement*
  
  I am disputing an invalid account reported by "Merrick Bank" on my credit report. This account is inaccurate, unverified and violates the Fair Credit Reporting Act (FCRA). Since it does not meet the legal standards for reporting, I request it's immediately removal. If the furnisher cannot provide proper validation. It must be Deleted per Federal Law.

  

  Business Response

  Date: 05/07/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer's account was opened with an electronic application,
  used for purchases, and charged off with an outstanding balance for non-payment. 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: 05/09/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want this deleted off of my account. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:05/02/2025

  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 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 requested

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application, used for
  purchases, and charged off due to non-payment.
  Upon receipt of the customer’s complaint, we conducted an investigation regarding their
  claim of identity theft. The 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 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.
  Please note that we have no record of a prior request for validation. In response to the
  complaint, a letter was sent to the customer with further information and validation
  documents.

• Initial Complaint

  Date:05/02/2025

  Type:Billing 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.

  I have an account with this bank. I ran into financial problems because of health. So I ask could I get a settlement offer, which they graciously approved. We set it up for 46.50 a month for I believe six months. My problem is that on the first month, they took a double payment of 46.50 which equal 93.00. This was not our agreement. This messed up my other bills

  

  Business Response

  Date: 05/15/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the customer authorized automatic recurring payments to facilitate
  an accepted settlement arrangement. During a subsequent call, our representative
  inaccurately scheduled a duplicate one-time payment for the customer's first payment due
  date, resulting in the withdrawal of a duplicate payment. The call has been escalated for
  coaching purposes. The customer subsequently unenrolled from recurring payments. Both
  payments were applied to the customer's settlement and the account was charged off per the
  customer's settlement terms.
  A letter with additional details was sent directly to ***** ******

  Customer Answer

  Date: 05/15/2025

  
  
  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:05/01/2025

  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.

  Re: Dispute of Account Number ********* – Fraudulent Activity
  
  Dear Sir/Madam,
  
  I am writing to dispute the account listed under the reference number above on my credit report. This account was opened without my authorization, and I have no recollection of applying for or agreeing to any terms with MERRICK. As a result, I believe it constitutes fraudulent activity.
  
  In accordance with 15 USC 1692g (Validation of Debts), I am requesting that you provide verification of this debt or a copy of the judgment within 30 days of this notice. To date, I have not received any signed documentation or contract that proves I consented to this account. Without a valid, signed agreement, there is no legal basis for this account to be associated with my name.
  
  Since I believe this account was fraudulently established, I request its immediate removal from my credit report and ask that all collection activities related to this account cease. If you are unable to provide the necessary documentation within the 30-day period, you are required by law to remove the account from my credit file and stop any further collection attempts.
  
  Please confirm receipt of this letter, and inform me of the next steps to resolve this issue.

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the account was opened with a mailed 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 customer’s 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 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.
  Please note that we have no record of a prior request for validation. In response to the
  complaint, a letter was sent to the customer with further information and validation
  documents.

• Initial Complaint

  Date:04/30/2025

  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 MERRICK BANK, I do not
  have a contract with MERRICK BANK, they did not provide me with the original contract as i requested

  

  Business Response

  Date: 05/05/2025

  BBB Complaint ID # ********
  According to our records, the customer’s account was opened with an electronic application.
  Due to non-payment, the account charged off with a balance and was reported as such to the
  consumer reporting agencies. Please note we have no record of prior correspondence
  requesting a copy of the application.
  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 links to the customer.
  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 your 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
  validation documents.

• Initial Complaint

  Date:04/29/2025

  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 am writing to report 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: 2/19/2023
  Account Number: ****************
  High Credit: $692.00
  
  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: 05/06/2025

  BBB Complaint ID # BBB ********
  Our records indicate that the account was opened with an electronic application and used for
  purchases. As a result of payments that were not received by the due date and/or did not
  meet the minimum payment amount, the account was reported past due for multiple billing
  periods. The account was also closed due to non-payment.
  Upon receipt of the complaint, we completed an investigation regarding the customer’s 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 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 and validation documents.

• Initial Complaint

  Date:04/28/2025

  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.

  we closed on a house in February of 2025. Condition for closing was to pay off some debts. Merrick bank was one of the debts. We paid title and title wrote a check to Merrick. The check was sent February 5th, Merrick Bank cashed the check February 14th but they never applied it to my account. I started calling Merrick Bank in February about this matter. Finally after many many calls they closed my account April 10th for no reason and after stealing $630 dollars from me and applying 3 months of late payments.. This is out of hand

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that we received a mailed payment; however it did not include the full
  account number and/or the remittance slip and was therefore applied to the incorrect
  account.
  Following a call to our Customer Service Department, regarding non-receipt of the payment,
  a payment investigation was submitted. A letter was issued to the customer in response
  requesting that they please provide a copy of the front and back of the cashed check so that
  we could further investigate, and outbound calls were also attempted to request this
  documentation. As the check was not received within 30 days, the payment investigation was
  closed.
  Following this, we received a copy of the cashed check. The payment was located,
  transferred to the customer’s account, and backdated to the date of receipt. We also waived
  the associated interest charges.
  The customer’s four most recent electronic payments were all returned due to insufficient
  funds. As a result, fees were assessed, the account was reported as past due to the
  consumer reporting agencies and was closed due to the returned payments. Please note that
  the above referenced mailed payment would not have satisfied the balance in full at the time
  it was received. As such, the customer remained responsible for repayment. The late fees,
  credit reporting and closure are accurate and did not result from the mis-posted payment.
  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.

• Initial Complaint

  Date:04/28/2025

  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 received a letter on March 27, 2025 from Transunion stating that I had been turned down for a card from Merrick Bank.
  
  Before this letter, I had never even heard of Merrick Bank! I had not applied for any cards from this unknown bank. I immediately called the number on the mail 800.204.5936 to inquire about this unsolicited card opening attempt. They apologized, said they would remove the inquiry from my credit, then hung up on me!
  
  I have reached out twice after and was bounced around, never getting a solution. I need to know if this is a widespread issue that needs further investigation.

  

  Business Response

  Date: 05/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that an application was submitted in the customer's name, prompting an
  inquiry into their creditworthiness. The complainant declined to provide information to locate
  the application and disconnected their calls with our representatives. The application has
  been deemed fraudulent and the inquiry has been removed from reporting.
  A letter with additional details was sent directly to ***** ****.

  Customer Answer

  Date: 05/12/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the claims made in it are ubtrue. When I contacted Merrick Bank about this fraudulent applocation that I did not submit, I was given 
  
  tthe run around by more than one rep. Being told by one rep that they didnt see an application in my name. Told by another that they see the application but, it was denied so i "shouldnt worry about it". T

  They said they would remove the inquiry however, that only partially satisfied the situation because, if i didnt apply, who did? I asked them about investigating where the application camw from. I was told that wasnt possible and again, inquiry  removal should suffice. It does not.

  Are employees opening accounts in peoples names? If so, where are they getting the information? ( as i have never heard of merrick bank before this)

  Sincerely,

  
  ***** ****