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:04/17/2025

  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 set up a credit card account with ********************** and had a poor experience with my first payment. I was told there were benefits (credit limit adjustments) to having regularly scheduled on time payments which I had set up properly on their mobile app. I set up a bank account payment because there's an additional fee to make a debit card payment (immediate approval of payment), I must've input an incorrect number causing the bank account payment to fail and losing the on time payment benefit. There was no notification to me that there were any issues till after the payment failed and it was too late to resolve. I reached out to customer service and they said there was nothing they could do to reinstate the on time status even though I was able to make the payment the entire time. I immediately closed the account due to just poor customer service and was told that payments would continue to be due monthly and interest would still accrue until the balance was paid in full but the account had been closed. I signed in to make my payment this month (1 year later) and noticed that my monthly payment had gone up by $4, I looked through the transactions and found an annual fee (split into a monthly amount $48/ year) had been charged. The account has been closed for about a year at this point. I called customer service again to inquire why I was being charged an annual fee on a closed account. There is no available credit and should be no further charges to the account (other than interest on the balance due). I requested this fee be waived and was given a song and dance about how it couldn't be waived due to terms of service, I requested a supervisor who gave me the same response. Every interaction I've had with customer service has been poor and this company wants to nickel and dime it's customers everywhere they can. Transaction fees to make payments to your account, annual fees on closed accounts. This is why I'm filling a complaint with the BBB.

  

  Business Response

  Date: 05/01/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with our Double-Your-Line
  (DYL) offer and an annual fee. The customer's first payment was returned following the
  receipt of a notification from their financial institution after their payment due date. During the
  customer's subsequent call, our representative advised that the late payment may affect the
  customer's *** eligibility, closed the account at the customer's request, and accurately
  advised that the customer remains responsible for payments and fees.
  After the first year the account was open, the customer's annual fee was assessed as 12
  monthly fees per their cardholder agreement, as accurately advised by our representatives
  during their recent call. These fees are assessed as long as the account is open or maintains
  an outstanding balance. As the customer agreed to these terms upon using the card, the
  fees will not be waived as requested and additional monthly fees will assess until the balance
  is paid in full.
  A letter with additional details was sent directly to ******* *****.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23218328
  
  I am rejecting this response because:

  This company made no effort to try to resolve this and create a happy customer. Instead they opted to hide behind legal written terms of service that are deep in the fine print. Again very poor customer service for a small account of less than $500. I'm glad I don't have a larger account with them. I highly recommend nobody use this company.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/15/2025

  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 the collection agency. They did not provide me with the original account requested.

  

  Business Response

  Date: 04/28/2025

  BBB Complaint ID # BBB ********
  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 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 debt validation request. In response to the
  complaint, a letter was sent to the customer with further information and validation
  documents.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a balance transfer payment sent to Merrick Bank on 2/28/25, I have proof that they received my payment, deposited my payment because the check cleared and I have a copy of the check showing Merrick Bank deposited my payment but did not credit my account for the payment. I have now been charged 2 months of interest fees and cannot get any help from customer service. I have reached out to customer service 5 separate times and they keep telling me that they never received the payment, I ask if I can send them proof and they just keep repeating that they didn't receive my payment. This is ridiculous I have my bank opening an investigation to hopefully get this resolved since no one at Merrick bank has been helpful. As soon as it is resolved I am closing my account with Merrick bank immediately. Horrible customer service.

  

  Business Response

  Date: 04/29/2025

  BBB Complaint ID # ********
  Our records indicate that a payment received from the customer was applied to an unrelated
  account in error. Upon review of the customer's subsequent calls, we determined that
  our representatives did not properly escalate the customer's concerns to open an
  investigation. Please be advised that the details of these calls were forwarded to the
  appropriate level of management to provide coaching so that the representatives can better
  handle calls of this nature in the future.
  Following the receipt of the customer's payment documentation, their payment was correctly
  applied to the account and associated finance charges were waived. The account has been
  closed as requested and a credit balance refund check will be issued to the address on file
  under separate cover.
  A letter with additional details was sent directly to ***** ** ****** ******

• Initial Complaint

  Date:04/14/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. MERRICK BANK CORP ACCOUNT no.: ************ DATE OPEN: 11/01/2022 BALANCE: $1,649.00

  

  Business Response

  Date: 04/23/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with an electronic application
  and used for purchases. Due to non-payment, their account charged off with an outstanding
  balance.
  Upon receipt of the customers 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 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 the calculation of credit scores is proprietary to the consumer
  reporting agencies and we recommend that the customer contact them directly for any
  inquiries related to their credit score.
  A letter with additional details was sent directly to ***** **********, along with account
  documents.

• Initial Complaint

  Date:04/13/2025

  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 account associated with account number ******************** BK - ****************, which currently appears on my credit report. This account was opened without my knowledge or consent and appears to be the result of identity theft or fraudulent activity. I have no record of initiating any relationship or agreement with ************************* accordance with the Fair Debt Collection Practices Act (15 U.S.C. 1692g), I am requesting full validation of this alleged debt. To date, I have not received any documentationsuch as a signed agreement or contractthat proves I authorized or am legally responsible for this account. In the absence of such evidence, there is no legitimate reason for this account to be associated with my identity.Given the fraudulent nature of this account, I am requesting its immediate removal from my credit report and a halt to all collection activity. If you cannot provide proper validation within 30 days of receiving this notice, you are legally required to remove the account from my credit file and discontinue any further collection efforts.Please confirm receipt of this letter in writing and advise me of the next steps you will take to address and resolve this matter.

  

  Business Response

  Date: 04/25/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application.
  Subsequently, the account was used for purchases and payments were applied to the
  balance. Due to non-payment, the account charged off with an outstanding balance.
  Upon receipt of the customers complaint, we conducted an investigation regarding their
  claim of identity theft, which was denied based on the results of our investigation, 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 validation
  documents.

• Initial Complaint

  Date:04/12/2025

  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 corp .i do not have a contract with Merrick bank corp .They have not provided me with the original contract that I requested .

  

  Business Response

  Date: 04/16/2025

  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. Please note that we have no record of prior
  correspondence requesting a copy of the application.
  Upon receipt of the customers 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 customer's 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 Raekwon *****, along with account
  documents.

• Initial Complaint

  Date:04/11/2025

  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.

  This company charged a $4 fee and said it is a new monthly fee. I have been their customer over a year and never saw such a fee. When I tried to dispute the claim, they said it has already charged and the dispute would have to have been filled before the charge made it to my statement. I of course could not dispute the claim until I saw it on the statement. This is no different than a scammer stealing from a victim. I closed the account but am still responsible for the newly created $4 fee. This should be illegal.

  

  Business Response

  Date: 04/21/2025

  BBB Complaint ID # *****************************
  Our records indicate that at the time that the account was opened the card was not subject to
  an annual fee. However, we may change the terms of the account at any time. As such,
  notifications were issued to advise the customer that an annual fee, split up and assessed in
  12 monthly increments, would soon be applied to the account. The notifications also provided
  an option to opt out of this change by closing the account. We have no record of an opt-out
  request prior to the date provided in the notifications. As a result, the monthly/annual fee
  was assessed on the customers most recent statement.
  The customer contacted us by phone regarding the fee, and the account was closed per their
  request. However, they were inaccurately advised that the monthly fee could not be waived.
  We apologize for the inconvenience this caused. We waived the fee, and the account is
  closed with a zero balance.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:04/11/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. MERRICK BK ACCOUNT no.: ************ DATE OPEN: 03/27/2019 BALANCE: $1,553.00

  

  Business Response

  Date: 04/23/2025

  BBB Complaint ID # ********
  Our records indicate that the customer's account was opened with an electronic application
  and used for purchases. Due to non-payment, their account charged off with an outstanding
  balance.
  We received the customers Automated Consumer Dispute Verification (ACDVs) forms filed
  through the credit bureaus disputing the reporting of the account and claiming identity theft.
  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 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 above investigation results.
  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 the calculation of credit scores is proprietary to the consumer
  reporting agencies and we recommend that the customer contact them directly for any
  inquiries related to their credit score.

• Initial Complaint

  Date:04/09/2025

  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 Corp. I do not have a contract with Merrick bank Corp, LP they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 04/15/2025

  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. Please note that we have no record of prior
  correspondence requesting a copy of the application.
  Upon receipt of the customers complaint, we conducted an investigation regarding their
  claim of identity theft. The claim was denied based on the investigation results, 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:04/09/2025

  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 that a fraudulent account has been opened in my name with Merrick Bank Corp. I am a victim of identity theft and did not authorize the creation of this account. Below are the details of the fraudulent account:Creditor Name: Merrick Bank Corp Opened Date: 2/1/2022 Account Number: ****************High Credit: $0.00 I respectfully request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate receiving confirmation of the accounts closure and any relevant documentation regarding the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/17/2025

  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.
  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 ********* *******, along with account
  documents.