ComplaintsforMetropolitan Commercial Bank

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Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
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.
I provided information and was given a CASHPASS card as payment. The card isn't any good because the company closed up. The phone number is disconnected. I tried to email and it bounced back. The card is issued through CTPAYER.com but nothing from them either. Hoping to alert everyone of the fraud committed. These cards are not valid.
Business response
06/13/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank online complaint form.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
In this instance your complaint pertains to Cashpass.
We have reached out on several occasions to obtain more information but have not received a reply.
We will be closing this matter as presented.
Once you obtain the necessary information you can send it to the following email: ********************************************.
Thank you,
MCB ******************** Unit
Compliance Department
********************************************
** *********************************************************************************************** ****************
Initial Complaint
05/17/2024
Complaint Type:
Product Issues
Status:
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.
The bank has informed me that they do not accept international transfers and that the bank would be refunded. They told me it would take 3 days and to send the IT team the following documents that I sent you. They keep giving me a run around and will not let me speak to either there supervisor or the IT team. It's been over three days and the other party hasn't received the money back. All I want is to have the money refunded back to the sending party.
Business response
05/30/2024
Good afternoon,
We acknowledge your complaint submission through the Better Business Bureau.
Please note your transfer has been located being received at Metropolitan Commercial Bank.
We are working internally to have this returned.
An email will be sent to the complainant for further information.
We apologize for any inconvenience.
Thank you,
MCB ******************** Unit
Compliance Department
******************************************** ** ******************************************************************************** ****************
Initial Complaint
05/01/2024
Complaint Type:
Product Issues
Status:
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.
On May 1st, 2024 Metropolitan Commercial Bank changed its bank routing number for direct deposits resulting in the non-receipt of payment for disabled veterans.
Business response
05/14/2024
Good morning,
We acknowledge your submission through the Metropolitan Commercial Bank complaint form.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
The Program Manager for this instance is Expanse. Please note that Revolut customers do not have a bank account with **********************. Expanse maintains an account with MCB where Expanses customers funds are deposited.
Expanse for investigation and they provided the below response:
_____
We acknowledge receipt of the complaint from the cardholder.
On May 1, 2024, the cardholder spoke with Customer Support to confirm his account and routing number and he stated his payment was sent to routing number ending in *** and he was advised that was not our routing number.
Upon receipt of the complaint, Customer Support made attempts to contact the cardholder to provide the return trace number of the deposit. The cardholder may contact Customer Support for the return trace number provided by Metropolitan Commercial Bank.
The customers deposit for May 1, 2024, was issued to the incorrect routing number *** and was returned by Metropolitan Commercial Bank. The previous deposit posted to the correct routing number ending in *** and Expanse FT and Avid did not change the cardholders routing number to the ********************** routing number that resulted in the returned funds.
The Avid Customer Support number he can call for return trace number is ************.
___
Thank you,
MCB ******************** Unit
Compliance Department
******************************************** ** ******************************************************************************** ****************
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
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.
Hello I'm *************************** direct deposit from nexis prepaid closing or cancelling my account with my payment on or posting I'm going to file a complaint from metropolitan police officer *** I'm asking my account of ****** dollar was never posted I call my avid prepaid access to see of I could get my payment for *** his name is **** or mich or reg or a employee of metro bank acted like a idiot as Usual okay so let's begin my deposit has to post before *** 01 I'm supplemental income SSA or SSI payment had to come to that account over to metro bank since April *** I'm pressing charges on metropolitan banks employee there in co manager included some name **** ***** red zigger who ever disrespect me on my deposit here the account number ************************ the cancelled one was *********** ************** that where my deposit was cance once posting I never told any one to cancel any thing *** I don't have no payment for ****** ***** employee of ***************** in democan ladies sound she from states employee all I'm making a compliment for my ****** deposit direct okay SSA sdi dob 05 03/77 last end ssn **** address ********************************************************* I need my payment for *** so how come I didn't get it yet I can't pay my rent I can't pay my ligtn bill some answers phone disrespect calling about my payments so when I'm I got ng to get my payment for my supplemental payments it important I'm going police report smart employee need to be fired okay
Business response
05/09/2024
Good afternoon,
Metropolitan Commercial Bank (MCB) is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
The Program Manager for this instance is Expanse who offers the Avid Prepaid card. Please note that Avid customers do not have accounts with **********************.
We forwarded this complaint to Expanse for investigation.Please see below for their response.
We have reviewed the account referenced in the complaint. We have made attempts to contact the cardholder and the numbers are not working numbers. We are unable to locate a payment for this cardholder and the last deposit received was March 28, 2024. We recommend that the cardholder reach out to the originator.
MCB was also unable to locate an ACH deposit in the amount of $943 as stated in the complaint.
Please reach out to the originator and request they trace the payment.
If you are able to provide more information that would assist us in locating this deposit feel free to contact us at the below email or you can contact Avid directly at ************************* or ************.
We apologize for any inconvenience.
Thank you,
MCB ******************** Unit
Compliance Department
******************************************** ********************************************************************************* ****************
Initial Complaint
04/01/2024
Complaint Type:
Billing Issues
Status:
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.
On Thu, Mar 28, 2024, 4:41 PM *********************** <************************> wrote:i need *************************** and *************************** direct depoist number and routimg numbers so i can switch they account ti another bank . **************************** 06/01//1986 ************************* 10/21/2009 social security said they avcoubt have different account and routing numbers in its in savings account i eant they may 2024 going to another sccount abd to this date i been gaving issues getting they durect depoist posted i want out of this bank
Business response
04/08/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank online complaint form.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
The Program Manager for this instance is Expanse. We forwarded this matter to them for investigation. Please see below for their response:
We acknowledge receipt of the complaint from *********************** stating she was having issues receiving her direct deposit and requested the routing transit number and account number for each of her beneficiaries.
************ is the representative payee for *************************** and *************************** and receives direct deposit of their Supplemental Security Income payment to her Avid Prepaid Card which features an Early Access option.
Due to a file transfer error with Metropolitan Commercial Bank and their payment processor, the funds for *************************** and *************************** were not posted as anticipated on March 26, 2024. The Supplemental Security Income payments for April 1, 2024, were credited to her account on March 28, 2024.
On March 28, 2024, ************ spoke with a customer service representative at 7:00 PM EST and was provided routing transit number and account number for *************************** and ***************************.
To stop any future deposits, ************ will need to contact the originator. We consider this matter closed.
We apologize for any inconvenience.
Thank you,
MCB ******************** Unit
Compliance Department
******************************************** ********************************************************************** ****************
Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
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.
My tax refund was deposited to my cashpass card on 02/22/2024. I found out on that day that cashpass has closed. Also that my refund is sitting in my account at ********************. I have tried to contact the bank to get the funds. Everyone I talk to will not give me any information. I've called the cashpass card and a recording gives a number for metropolitan commercial bank support. Still I get the run around. So on 03/19/2024 I called the *** and they said that the money has been deposited to the account I've provided in my tax return. The *** said the deposit is still there. Why can't I get my money?
Business response
04/04/2024
Good afternoon,

We acknowledge receipt of the complaint that was forwarded to Metropolitan Commercial Bank regarding the complainants tax return that was forwarded to their account with Cashpass.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.

The Program Manager for this instance is Cashpass. Please note that Metropolitan Commercial Bank and Cashpass no longer have a relationship as of April 2023.

Due to the lack of information in the complaint we are unable to locate the transaction and revert it to the original source. As such, the *** complaint unit will be reaching out to the complainant directly via email to obtain the additional information needed to locate the transaction.

We apologize for any inconvenience.

Thank you,

*** ******************** **** ********** ********** ******************************************** ************************* * **** ***** ********* ** ***** ****************
Initial Complaint
03/13/2024
Complaint Type:
Billing Issues
Status:
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.
Metropolitan Commercial Bank was the backing bank for an online money app called Movo Cash. In 2020, **** locked up my funds for an unknown reason, and shortly thereafter, went out of business. I just recently learned that MCB was issuing refunds to people for their Movo Cash accounts. I reached out to MCB directly for a resolution. The representative with whom I was emailing requested my Movo account number, a photo *** a selfie of me holding the *** and a current bill showing my residential address. I sent all of this except for my Movo account number, because I no longer have access to that, but I provided my SSN and DOB instead. This was a couple of weeks ago, and they are no longer responding to my emails.
Business response
03/26/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank complaint.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions. The program manager for this complaint is ********.
As of August 28, 2021, we no longer have access to your submitted documentation from the Program Manager, ********, due to the program's closure. Therefore, to review your account and make a determination regarding the validity of the account, we will need you to provide us with your government-issued ID, such as a Drivers' License, State Identification Card, or Passport.

We have received your ID's and confirm your check has been mailed, details will be emailed to the complainant separately.

We apologize for the inconvenience.

Thank you,
MCB ******************** Unit
Compliance Department
******************************************** ** ************************************************************************ ****************
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This bank was used to scam me out of my money. I have been unable to get reach an employee of this bank for assistance in recovering my funds. This has been going on since February of last year.
Business response
03/05/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank complaint form.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.

The Program Manager for this instance is Revolut. Please note that Revolut customers do not have a bank account with **********************. Revolut maintains an account with MCB where Revoluts customers funds are deposited.
We forwarded your complaint to Revolut for investigation, and they have advised that the account is currently under review, however, please be informed that due to privacy and confidentiality rules they cannot provide any information regarding their accounts to private enquiries.

If there has been any loss of funds, please have the originating banks contact Revolut at ******************** for additional assistance.

If you have not done so already, we suggest you file a police report with your local authorities, as well as filing an Internet Crime Complaint with the *** by going to ********************.

We apologize for any inconvenience.

Thank you,
*** ******************** **** ********** ********** ******************************************** ** ************** * ********* ********* ** ***** ****************
Initial Complaint
02/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There's 200 USD missing from my account. Revolut Technologies has terms and conditions against Modern-Day Slavery, because of my race, this is an issue. Please see attachments. It's not regarding chargebacks.I'm *******************************; *** Citizen; Native **********; Business Owner; Graduate Student and ****************************************** Alumna. I studied communications. I have law school references. I do not have a criminal record. I keep the Rule of Law. I have public virtue. I don't litter, loiter, trespass, write graffiti, engage in property theft, antisocial behavior, indecent exposure, public intoxication, disturb the peace and crimes on a small or large scale. I am not affiliated to cults, political groups, retaliatory groups, mobs or terrorists groups.Who: *** Citizen and New Yorker What: Stolen funds from Revolut account When: Between Sunday, February 18, 2024 approximately 3 p.m. ******* Standard Time and Monday, February 19, 2024 at 7 a.m. ******* Standard Time Where: Online Why: Theft of ********************* How: My email addresses were compromised and then money was missing from my account when there were no pending charges. I have contacted the ************** of investigation and local police near Revolut Technologies.The business has three adresses: Revolut Technologies Inc.address:************************************************************************* phone number:************** ******************************************************************* **** ** *** **** **** ***** ************ ********** **** ************* ********************************************************* ***** ******* ************ ************ **********************************************************
Business response
03/04/2024
Good morning,

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.

The Program Manager for this instance is Revolut. Revolut customers do not have a bank account with **********************. Revolut maintains an account with MCB where Revolut customers funds are deposited. The individual accounts would be held internally at Revolut.

We forwarded this matter to Revolut for investigation and response. Please see below for their response:

On February 20, 2024, after receiving an email from the Customer, Revolut contacted the Customer via in-app chat. The Customer stated the following:

My balance was near 5000. I also had other purchases outside of the 1200, but my account was at 2609. After a purchase at a store, the balance should be ******* as of this morning. I woke up to 2400. There's between 198 - 200 USD missing from my account.

The Revolut Chat Agent provided the Customer with the following clarification: Upon checking the details, I can see that your balance was ******** USD on 2024-02-17 after this transaction of ***** USD to ****** Newsagents. Then you made this card payment transaction of 1200 USD to *************** on 2024-02-17 and after this your balance was ******* USD from ******** USD.

The Revolut Chat Agent also provided the Customer with a copy of the transaction history so they could view the itemized transactions and offered to go through each one to verify thechange of the balance in the account over time.The Customer refused to go through each transaction and left the Chat.

A review of the account was conducted and there are no matching transactions for the alleged approximate missing amount during the time period that the Customer states money went missing from their Revolut account. Accounting details indicate the balance through the transaction history are correct.

Revolut appreciates the Customers frustration and concern regarding this matter. However, there is no evidence to support the Customers allegation that approximately $200 is missing from their Revolut account.

No further action is required in this case.

Revoluts Terms and Policies may be located: ***********************************

For further assistance please reach out to Revolut directly through their in-app chat or my emailing them at *******************

Thank you,

MCB ******************** Unit

Customer response
03/26/2024
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 and the matter has been resolved. Please do not publish the complaint.

Sincerely,

******** *******
Initial Complaint
02/09/2024
Complaint Type:
Product Issues
Status:
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.
This bank was used to fraud me out of the money in a computer scam.
Business response
02/12/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank complaint form.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
The Program Manager for this instance is Revolut. Please note that Revolut customers do not have a bank account with **********************. Revolut maintains an account with MCB where Revoluts customers funds are deposited.
We sent this over to Revolut to investigate and they provided the below response:
___________________________
Dear team,
We have investigated the account and we have reverted the 19k transaction back to your client.
The full amount should be expected as a return.
____________________________
If you have any further questions regarding the return, kindly have the originating bank reach out to Revolut directly at ********************.
Thank you,
*** ******************** **** ********** ********** ******************************************** ** ************************************************************************ ****************

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