ComplaintsforEvolve Bank & Trust

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After I filed a dispute and was denied I was sent a letter saying that there has been a data breach in the system and my account was hacked before the email from branch my claim is valid they cancel my old card and sent a new one and this account has had many different transactions and problems all year they refuse to fix the problem then send an email stating there datas been breeched

  

  Business response

  07/18/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.
  
  Hi *******,
  
  Thank you for reaching out regarding your dispute. At this time the decline stands stated on the previous reasoning: Documentation provided does not support dispute claim, and the disputed transaction required that you confirm the amount to be withdrawn from a linked account. Additionally, we had the disputes and risk team review your account and found no evidence of 3rd party take over.****** sent over an email with info regarding the data breach from Evolve. We apologize about the inconvenience.

  Customer response

  07/19/2024

   
  Complaint: 21984045
  
  I am rejecting this response because: your bank was breached months ago this happened months ago you failed to alert us that the data breach was so severe and offer us 2 year of credit monitoring there for my account was hacked or you would not offer credit monitoring your company just doesn't want to pay because your scared of lawsuits if we're me I'd just pay the small amount 0breached vrs the class action suit that this breach could cause thousands of other ppl to ban together t
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my first payroll check deposited into B9 one of there banking servicesmy company I work for sent it Tuesday night to them. I still havent received it! They cant even tell me where its at even after I provided a trace ID with it! Its been 3 days and 3 nights now!!! Going on the 4th night now!!! I have a family to feed and these people are not doing anything except making excuses as to why they cant contact the department to address this immediately!!! I have checked my numbers on everything and info on everything and all my ts and is are crossed and dotted! Ive confirmed with corporate as well that it was sent to them! And they keep pushing me off about my check!!! Please help immediately!!!!

  

  Business response

  07/25/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through B9. We requested that B9 research the circumstances of the complaint. Please see their response below. Any further questions should be directed to B9 directly as they are the party responsible for handling disputes.  
  
  B9 have reviewed this issue, and the matter has been resolved. B9 has contacted the customer personally in order to confirm resolution. After being provided with the trace number, B9 immediately started investigating the missing funds;however, funds were received before information could be obtained. We apologize for any inconvenience this may have caused.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am seeking your help to urgently resolve issues with my Yotta checking account at **********************, managed through Synapse Brokerage. Due to Synapse's recent bankruptcy filing and a resulting banking service outage, I am unable to access my funds totaling $2,515.78, resulting in NSF and interest fees. I request immediate access to my funds, reimbursement of incurred fees, and an investigation into Synapse *********'s practices. For more context, please refer to Senator ***************************** letter urging Synapse's owners to make customers' deposits available: ***************************** Letter. *****************************************************************************************************************************************

  

  Business response

  07/08/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.  
  
  In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***.  The *** utilizes ************s to receive increased FDIC insurance.
  Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
  Evolve is NOT a ************ for Synapse Brokerage.
  In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
  Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
  Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
  Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You hold the money for ***** and I would like my money back. In my statement you show up as the holding bank for my funds. Please respond back with an answer about me getting my money back.

  

  Business response

  06/27/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint.

  ********************** states that Evolve is holding his funds and in his statement Evolve shows up as the holding bank for his funds. Would you be able to provide the statement for review? 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a grievance with UberPro Card, its bank is Evolve Bank & Trust.I have an ongoing dispute w/ Hertz Rent-A-Car as an Uber Driver utilizing a vehicle through their Rideshare Rental Program. To be brief, ****** system is charged/held funds of almost $1k from my UberPro Card debit card account causing issues w/ my rental payment. I returned the vehicle on 5/31/24 and I am waiting for the funds to be returned.Meanwhile, ***** charged my UberPro Card my balance causing my account to have a more than -$1,851.81. Any income I earn automatically is deposited into this UberPro Card account. It will take approximately 3 weeks to replenish this negative balance driving rideshare. I already have not been able to drive and earn any income since returning the rental vehicle on 5/31/24.I am simply requesting UberPro Card to have my earnings deposited into another account/debit card so I will able to live and survive. They refuse to. I have been borrowing money from **************** because of this mishap.I will upload an itemized breakdown of the funds on hold by the Hertz system. Also, I will upload an email the finally received from ***** acknowledging the mishap.I also would like to request compensation of the number of days I am unable to drive and earn income. On average, rideshare drivers earn $200-$300/day here in **********Please help, thank you!

  Customer response

  06/12/2024

  BBB Team,

  At 7:58am today I received an email from the UberPro Card staff. It is was sent from a non-reply email address. Also, theres no name, job title, or contact information listed on the email which are basic and standard information usually included when formulating a business email. Interesting business practice, but not reassuring at all.

  I have no way of contacting anyone in that particular department. I telephoned their general *************************** and the best they could do was send this department an email informing them of my request for a callback. I happened to have an email correspondence with one of the Customer Support Supervisors from yesterday and sent two (2) emails. I still have not received any response whatsoever. 

  The email is basically informing me that a chargeback on the transaction will be initiated. As of an hour ago, four hours after the email was sent, the chargeback has not been processed, per my telephone convo w/ Customer Support earlier. But the chargeback is not my main concern.

  My main concern and request was to have my Uber earnings deposited into another account so I can start earning actual income. The process of a chargeback can take up to 30 days.

  As I mentioned prior, IT HAS BEEN ***** DAYS I HAVE NOT BEEN ABLE TO EARN INCOME.

  The switching of accounts of where the earnings are deposited into is actually a feature on the Uber app and is not uncommon to do. But because of a technicality, the negative balance, UberPro Card refuses to switch the accounts.

  Pls. help!

  Thank you.

  Customer response

  06/13/2024

  BBB Team,

  This is the non-reply email I received from the UberPro Card ************* yesterday 6/12/24 with no contact information whatsoever included for me to correspond with. This, in my opinion, is evident that they are avoiding and dodging the situation which is prolonging the matter unnecessarily, instead of truly trying to resolve the issue.

  Also included is two emails that I sent to one of their supervisors that I was corresponding with before the issue was escalated to whoever sent this email requesting to pass along my email and for a callback. As of today I have not received any response.

  Thank you!

  Customer response

  06/13/2024

  BBB Team,

  This is an email I received today @5:02am 6/13/24 from ***** with the ************* In the email ***** addresses the following points:

  They are unable to provide me with    credit(s).
  A payment plan is not an option.
  The rental vehicle has to be returned.
  

  Through my several previous correspondences with the UberPro *********** I repeatedly mentioned that MY REQUEST IS TO SWITCH MY UBER EARNINGS DEPOSITS TO ANOTHER DEBIT CARD ACCOUNT.

  I am not disputing the charges and therefore, not expecting a credit. I have not requested a payment plan with UberPro Card ************* The rental vehicle was returned since 6/7/24.

  This is evident that this issue is prolonging because of complete mishandling. The email is addressing things I am not requesting. If they would just truly make real effort to review and understand everything thoroughly, there would not be this types of unnecessary delays and miscommunications. This is complete negligence on their part.

  Maybe there is a language issue, I dont know? English is not the first language of many of these call center support staff. Perhaps because language is an issue, then comprehension of the matter is also an issue. Hence, the very bewildering emails they have been sending.

  I am in dire need of help!!!

  I am renting another vehicle from another company and payment for extension is DUE TODAY. 
  

  Please help!!!

  Thank very much!

  Customer response

  06/13/2024

  BBB Team,

  This is an email I received today @5:02am 6/13/24 from ***** with the ************* In the email ***** addresses the following points:

  They are unable to provide me with    credit(s).
  A payment plan is not an option.
  The rental vehicle has to be returned.
  

  Through my several previous correspondences with the UberPro *********** I repeatedly mentioned that MY REQUEST IS TO SWITCH MY UBER EARNINGS DEPOSITS TO ANOTHER DEBIT CARD ACCOUNT.

  I am not disputing the charges and therefore, not expecting a credit. I have not requested a payment plan with UberPro Card ************* The rental vehicle was returned since 6/7/24.

  This is evident that this issue is prolonging because of complete mishandling. The email is addressing things I am not requesting. If they would just truly make real effort to review and understand everything thoroughly, there would not be this types of unnecessary delays and miscommunications. This is complete negligence on their part.

  Maybe there is a language issue, I dont know? English is not the first language of many of these call center support staff. Perhaps because language is an issue, then comprehension of the matter is also an issue. Hence, the very bewildering emails they have been sending.

  I am in dire need of help!!!

  I am renting another vehicle from another company and payment for extension is DUE TODAY. 
  

  Please help!!!

  Thank very much!

  Customer response

  06/13/2024

  BBB Team,

  This is an email I received today @5:02am 6/13/24 from ***** with the ************* In the email ***** addresses the following points:

  They are unable to provide me with    credit(s).
  A payment plan is not an option.
  The rental vehicle has to be returned.
  

  Through my several previous correspondences with the UberPro *********** I repeatedly mentioned that MY REQUEST IS TO SWITCH MY UBER EARNINGS DEPOSITS TO ANOTHER DEBIT CARD ACCOUNT.

  I am not disputing the charges and therefore, not expecting a credit. I have not requested a payment plan with UberPro Card ************* The rental vehicle was returned since 6/7/24.

  This is evident that this issue is prolonging because of complete mishandling. The email is addressing things I am not requesting. If they would just truly make real effort to review and understand everything thoroughly, there would not be this types of unnecessary delays and miscommunications. This is complete negligence on their part.

  Maybe there is a language issue, I dont know? English is not the first language of many of these call center support staff. Perhaps because language is an issue, then comprehension of the matter is also an issue. Hence, the very bewildering emails they have been sending.

  I am in dire need of help!!!

  I am renting another vehicle from another company and payment for extension is DUE TODAY. 
  

  Please help!!!

  Thank very much!

  

  Business response

  06/18/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.  
  
  Hello ******, thank you for reaching out. Our disputes team followed up with information regarding the dispute. Because this dispute does not qualify for a provisional credit, the negative balance will be paid back with any future funds that are applied to the account. We apologize for the inconvenience.

  Customer response

  06/19/2024

   
  Complaint: 21834838
  
  I am rejecting this response because:

  I am not requesting for provisional credit. I have repeated this multiple times. I am requesting that any future earnings on my UberDrive account be deposited into another debit card account I have with another bank.

  If this is not possible, pls. close/terminate my UberPro Card account asap.

  Thank you!

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

  Customer response

  06/19/2024

  BBB Team,

  I the most recent reply from Evolve Bank & Trust mentions they are not able to provide any provisional credit. I am not requesting provisional credit. Maybe, Im not understanding something, but I have repeated over & over that my request is to switch the debit card account my UberDriver app earnings are deposited into to another debit card I have w/ another bank. 

  Also, I received an email from Branch Support, the company partnered w/ Evolve Bank & Trust. Their reply is 2-3 days after my last email w/ them, very delayed. They are claiming they are unable to switch the debit card accounts from UberPro Card to another debit card I have w/ another bank because of the negative balance on the UberPro Card account. Also, they are telling me that the matter should be discussed w/ the UberDriver ************* The UberDriver ************* is doing the same thing they are doing, pointing the finger at each other. Both departments essentially work under the Uber brand. Why cant they communicate w/ each other to resolve this instead of having me communicate w/ them separately and told to speak to the other department.

  We have established that the negative balance on the UberPro Card account is no fault of mine whatsoever. The circumstances that have transpired are a little more unique and require more consideration.

  Due to this ongoing back & forth that has brought any type of resolution, AS OF TODAY, I AM REQUESTING MY UBERPRO DEBIT CARD ACCOUNT TO BE CLOSED/TERMINATED ASAP.

  Thank you!

  Customer response

  06/24/2024

  BBB Team,

  I sent emails last week Thursday confirming the closing of my UberPro card account. I also requested that the $225 in the Savings Fund feature of the app be disbursed to me asap. 

  Its been 3 days and I have not received a reply. This is a recurring issue, not consistent, promt replies

  Thank you!

  Customer response

  06/25/2024

  BBB Team,

  As of today I am requesting Branch Support (UberPro *********** to close my account ASAP and to disburse to me $225, the balance in my ************.

  On 6/20/24, a second dispute was executed on the charges w/ ***************-A-Car. I did not request this second attempt to do chargeback. I went along with it thinking that considering all things, this would yield a much quicker result. It has not. And based on an email I was sent today, it will continue to drag on.

  Today, again after 2-3 days after my last email to them, I received an email. In their email I am given an update of the second dispute. However, there was no mention or update on my request to disburse my ************ balance of $225 to me. This is again, a reflection on how Branch Support consistently has overlooked details and information in the correspondences weve had.

  I have no faith that they are able to do anything productive. Therefore, I would like my account closed and $225 from my ************ disbursed to me ASAP.

  Thank you!

  Customer response

  06/25/2024

  BBB Team,

  As of today I am requesting Branch Support (UberPro *********** to close my account ASAP and to disburse to me $225, the balance in my ************.

  On 6/20/24, a second dispute was executed on the charges w/ ***************-A-Car. I did not request this second attempt to do chargeback. I went along with it thinking that considering all things, this would yield a much quicker result. It has not. And based on an email I was sent today, it will continue to drag on.

  Today, again after 2-3 days after my last email to them, I received an email. In their email I am given an update of the second dispute. However, there was no mention or update on my request to disburse my ************ balance of $225 to me. This is again, a reflection on how Branch Support consistently has overlooked details and information in the correspondences weve had.

  I have no faith that they are able to do anything productive. Therefore, I would like my account closed and $225 from my ************ disbursed to me ASAP.

  Thank you!

  

  Business response

  06/26/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.  
  
  Hello ******, thank you for reaching out. Branch cannot close the account per request, due to the negative balance and the outstanding back up balance. As it currently sits ****** has initiated a charge back for the amount to try to recoup the negative balance. The negative balance will be paid back with any future funds applied to the account or when the charge back is completed. Again, we apologize for the inconvenience
  

  Customer response

  06/26/2024

   
  Complaint: 21834838
  
  I am rejecting this response because:
  

  The negative balance is a result of electronic efficiencies. I am not at fault. Todays world operates with technology (apps, algorithms, programs, etc.), but the technology is not perfect. The human component has to operate in tandem w/ the technology because situations like this require discernment, thoughtfulness, and understanding of the context of the situation.

  I accept the charges from Hertz 100%. But because this mix-up is no fault of mine, I am asking that somehow I am allowed earn at least a little income for myself for things such as food, cellphone bill, credit card bills, etc. It will take about 2 weeks or more to replenish the negative balance. In those 2-3 weeks I will not be making any income for myself. Thats in addition to the 3-4 weeks that has already passed.

  The situation will only worsen. For instance, if I am unable to pay my cellphone bill and lose service, I wont be able to drive at all. And therefore, will not be able to replenish the negative balance.

  To survive, I have been borrowing money from family & friends. Also, I re-started DoorDash deliveries, however the earnings compared to rideshare are significant. Especially since I was not active on DoorDash for months. So, for the first 2-3 weeks back on DoorDash my earnings were very low.

  Surely, there has to be a workaround to this. Maybe having my earnings alternate between being deposited into the UberPro Card account and another debit card account: First earnings goes to negative balance, next earnings goes to me, so on and so forth. Something, anything.

  Or, process the chargeback and inform ***** that because this mix-up is a result of their system, they will have to send me an invoice instead of force charging my UberPro Card account.

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

  Customer response

  06/27/2024

  Also, what about the money in th Savings Fund?

  Customer response

  06/27/2024

  Hello BBB Team,

  I hope is well w/ your team. There seems to be another issue now. I did a couple of rides today and my earnings are not showing in the UberPro app. Where are my earnings?

  Thank you.

  Sincerely,

  MM

  Customer response

  06/27/2024

  Further, at the very beginning of all of this, my first course of action was to dispute the charges and expect a chargeback to be processed with Hertz because it is their system that caused all of this in the first place. Again, I have attached a copy of the transactions ***** had/has on hold that causes this mix-up. I also attached a copy of correspondence from ***** admitting to the errors & inefficiencies of their system.
  

  The only reason I requested to try to switch the debit card accounts and eventually, to close the account was because the initial chargeback did not go through.

  Since another chargeback has been filed and pending the BRANCH SUPPORT ***** NEEDS TO HOLD HERTZ ACCOUNTABLE FOR THE ERRORS & INEFFICIENCIES OF THEIR SYSTEM AND PROCESS THE CHARGEBACK. IT IS UNETHICAL AND UNFAIR FOR HERTZ TO DO A FORCE CHARGE ON MY DEBIT CARD IF THEIR SYSTEM IS THE CAUSE AND ROOT OF THIS. ***** SHOULD EMAIL AN INVOICE TO ME FOR ANY OUTSTANDING BALANCE.

  Thank you.

  Customer response

  06/27/2024

  Further, at the very beginning of all of this, my first course of action was to dispute the charges and expect a chargeback to be processed with Hertz because it is their system that caused all of this in the first place. Again, I have attached a copy of the transactions ***** had/has on hold that causes this mix-up. I also attached a copy of correspondence from ***** admitting to the errors & inefficiencies of their system.
  

  The only reason I requested to try to switch the debit card accounts and eventually, to close the account was because the initial chargeback did not go through.

  Since another chargeback has been filed and pending the BRANCH SUPPORT ***** NEEDS TO HOLD HERTZ ACCOUNTABLE FOR THE ERRORS & INEFFICIENCIES OF THEIR SYSTEM AND PROCESS THE CHARGEBACK. IT IS UNETHICAL AND UNFAIR FOR HERTZ TO DO A FORCE CHARGE ON MY DEBIT CARD IF THEIR SYSTEM IS THE CAUSE AND ROOT OF THIS. ***** SHOULD EMAIL AN INVOICE TO ME FOR ANY OUTSTANDING BALANCE.

  Thank you.

  Customer response

  06/27/2024

  Further, at the very beginning of all of this, my first course of action was to dispute the charges and expect a chargeback to be processed with Hertz because it is their system that caused all of this in the first place. Again, I have attached a copy of the transactions ***** had/has on hold that causes this mix-up. I also attached a copy of correspondence from ***** admitting to the errors & inefficiencies of their system.
  

  The only reason I requested to try to switch the debit card accounts and eventually, to close the account was because the initial chargeback did not go through.

  Since another chargeback has been filed and pending the BRANCH SUPPORT ***** NEEDS TO HOLD HERTZ ACCOUNTABLE FOR THE ERRORS & INEFFICIENCIES OF THEIR SYSTEM AND PROCESS THE CHARGEBACK. IT IS UNETHICAL AND UNFAIR FOR HERTZ TO DO A FORCE CHARGE ON MY DEBIT CARD IF THEIR SYSTEM IS THE CAUSE AND ROOT OF THIS. ***** SHOULD EMAIL AN INVOICE TO ME FOR ANY OUTSTANDING BALANCE.

  Thank you.

  Customer response

  07/07/2024

  BBB Team,

  Hello, I hope all is well w/ you. I have not haf any correspondence/update from UberPronCard Branch Support since 6/26/24.

  I would like an update on the following:

  *Freezing of UberPro Card Account: Why? Not only did they refuse to close or switch the debit card account in question, they also blocked any future earnings being deposited into their debit card account. This is yet another example of the ever bewildering and frustrating practices of the UberPro Card Branch *************

  *When will I receive the $225 in Savings Funds? This is my personal money that I set aside.

  *Why hasn't the 2nd chargeback attempt been processed and Hertz held accountable for the errors of their system?

  Whether or not this case will be resolved in the near future, I would like to be explicitly clear that based on this experience the UberPro Card Branch ************* has many inefficiencies with procedures on handling cases of this nature. Further, the Branch ************* has failed in the handling of this matter in a professional and timely manner. It has been over four weeks now and instead of a resolution, more issues have raised. I have lost all confidence and faith with the Branch *************

  Thank you.

  Sincerely,

  *************************

  Customer response

  07/07/2024

  To: Evolve Bank & Trust

  On 6/26/24, Ms. ****************** responded on this thread explaining Branch Support is unable to close the account because of the existing negative balance.

  I would like clarification on whether Branch Support is unable to close the account because of existing policies or because the app (technology) will not allow it and their IT ***** is not able to override the app programming.

  Thank you.

  Sincerely,

  *************************

   

   

  

  Business response

  07/08/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.  
  
  Hello ******, ****** apologize about the inconvenience. The payout destination cannot be changed while there is an outstanding back-up balance. As far as the negative balance that will need to either be paid back first, or have the completed the charge back. The current charge back is still in the process of being reviewed and can take up to 90 days. ******'s disputes team will follow up with you with any change of status on the dispute.

  Customer response

  07/09/2024

  To: Evolve Bank & Trust

  You already mentioned that the pay-out destination account cannot be changed. If you review my last correspondence closely, I was asking, Why? Is it because the company policies do not allow it or is it because the UberPro Card app (technology) is an unable to perform this task and your IT ***** is unable to do anything about it?

  Again, just so theres no misunderstanding with what Im asking about I am inquiring WHY changing the payout destination is not doable. Is it because of policy or is it because of the apps limitations.

  Thanks.

  MM

   

  Customer response

  07/09/2024

  BBB *************************************** & Trusts last 2 correspondences only inform me that changing the payout destination is not possible due to the negative balance. Also, that the chargeback dispute with ***** may take up to 90 days.

  This is information they already mentioned.

  I HAVE OTHER INQUIRIES THAT HAVE BEEN REPEATEDLY OVERLOOKED. I HAVE THEM LISTED BELOW (AGAIN):

  Currently, when I complete a ride on the Uber app, the earnings cant even get deposited into the UberPro Card account because its on Freeze. So not only have they not allowed to change the payout destination account, but THEY HAVE PUT A FREEZE ON THEIR OWN ACCOUNT SO I CANT EVEN START TO PAY-OFF THE NEGATIVE BALANCE.

  Disbursement of the $225 in the Savings Funds. Simply, PLEASE HAVE THESE PEOPLE GIVE ME MY MONEY. THIS IS MONEY I SET ASIDE IN THE SAVINGS FUNDS feature of their app.

  Clarification on why payout destination account cannot be changed. I understand it is because of the negative balance. But, Id like to know if it is a decision based on their policies or if it is based on technical limitations i.e. is it because the app will not allow it and their technical department (IT ****** is unable/unequipped to perform this task.

  Thank you.

  Sincerely,

  *************************

  Customer response

  07/09/2024

  BBB *************************************** & Trusts last 2 correspondences only inform me that changing the payout destination is not possible due to the negative balance. Also, that the chargeback dispute with ***** may take up to 90 days.

  This is information they already mentioned.

  I HAVE OTHER INQUIRIES THAT HAVE BEEN REPEATEDLY OVERLOOKED. I HAVE THEM LISTED BELOW (AGAIN):

  Currently, when I complete a ride on the Uber app, the earnings cant even get deposited into the UberPro Card account because its on Freeze. So not only have they not allowed to change the payout destination account, but THEY HAVE PUT A FREEZE ON THEIR OWN ACCOUNT SO I CANT EVEN START TO PAY-OFF THE NEGATIVE BALANCE.

  Disbursement of the $225 in the Savings Funds. Simply, PLEASE HAVE THESE PEOPLE GIVE ME MY MONEY. THIS IS MONEY I SET ASIDE IN THE SAVINGS FUNDS feature of their app.

  Clarification on why payout destination account cannot be changed. I understand it is because of the negative balance. But, Id like to know if it is a decision based on their policies or if it is based on technical limitations i.e. is it because the app will not allow it and their technical department (IT ****** is unable/unequipped to perform this task.

  Thank you.

  Sincerely,

  *************************

  Customer response

  07/10/2024

   
  Complaint: 21834838
  
  I am rejecting this response because:

  BBB had my response and will forward the info.
  
  Sincerely,
  
  *************************

  Customer response

  07/10/2024

  BBB Team,

  Please confirm that my pending response to Evolve Bank & Trust that as pending was sent.

  Thank you!

  Sincerely,

  MM

  Customer response

  07/11/2024

  To: Evolve Bank & Trust

  In case my response from the other day that was pending on this forum is not sent, I am resending it.

  Aside from changing the payment destination, there are other issues that I have inquired about and have been OVERLOOKED REPEATEDLY.

  Please see below:

  •UberPro App Freeze:
  So not only was the changing of payment destination not permitted, any future earnings can’t even get deposited into the UberPro Card account to start paying-off the negative balance. Please remove the freeze ASAP.

  •$225 Savings Funds Disbursement
  Simply, in the most basic way I can communicate this, PLEASE GIVE ME MY MONEY. This is money I set aside in the Savings Funds feature of the app.

  •Payment Destination Denial Clarification
  Is the reason for not being able to change the  payment destination because of policy or because the app is not able to perform this task  and the IT Dept. is unable to make adjustments/tweaks in the app to make this possible?

  Thank you.

  Sincerely,

  Manuel Medina

  

  Business response

  07/11/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.  
  
  Hello Manuel, Branch apologize about the inconvenience. The payout destination cannot be changed while there is an outstanding back-up balance. As far as the negative balance that will need to either be paid back first, or have the completed the charge back. The current chargeback is still in the process of being reviewed and can take up to 90 days. Branch's disputes team will follow up with you with any change of status on the dispute.

  Customer response

  07/12/2024

   
  Complaint: 21834838
  
  I am rejecting this response because: To: Evolve Bank & Trust
  
  In case my response from the other day that was pending on this forum is not sent, I am resending it.
  
  Aside from changing the payment destination, there are other issues that I have inquired about and have been OVERLOOKED REPEATEDLY.
  
  Please see below:
  
  •UberPro App Freeze:
  So not only was the changing of payment destination not permitted, any future earnings can’t even get deposited into the UberPro Card account to start paying-off the negative balance. Please remove the freeze ASAP.
  
  •$225 Savings Funds Disbursement
  Simply, in the most basic way I can communicate this, PLEASE GIVE ME MY MONEY. This is money I set aside in the Savings Funds feature of the app.
  
  •Payment Destination Denial Clarification
  Is the reason for not being able to change the  payment destination because of policy or because the app is not able to perform this task  and the IT Dept. is unable to make adjustments/tweaks in the app to make this possible?
  
  Thank you.
  
  Sincerely,
  
  Manuel Medina
  
  Sincerely,
  
  Manuel Medina

  Customer response

  07/12/2024

  BBB Team,

  This is the cookie cutter response I received that DOES NOT address the additional issues I have brought up in multiple previous correspondences. As an example, please see my last correspondence to Evolve Bank & Trust.

  Thank you.

  Sincerely,

  Manuel Medina

  

  Business response

  07/25/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.  

  Hi Manuel, There is no lock or freeze on your account preventing new funding from coming onto the account. There is the negative balance that will consume any funds added to the checking, this includes your savings, even if its transferred over. The change of payment destination is because of policy.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i currently have over $450 saved at this bank. i have tried using my debit card to purchase items online and in stores and it keeps getting declined. i have emailed them but they haven't responded. they also no longer have reps answering their calls. we are directed to email them, which i have. i have tried transferring out my money to my other credit union but it doesn't go through. at this point, i feel that they have robbed me of my money.

  

  Business response

  06/18/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.  
  
  In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***.  The *** utilizes ************s to receive increased FDIC insurance.
  Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
  Evolve is NOT a ************ for Synapse Brokerage.
  In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
  Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
  Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
  Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I direct deposited into an evolve bank account for several years. On May 23rd I called them to liquidate my account. I was told they apparently moved my funds to another institution with out my consent or notification one day after my last paycheck was deposited.How can a bank transfer funds out without your knowledge?!?!I would like my money delivered to me post haste.

  

  Business response

  06/10/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.  
  
  In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***.  The *** utilizes ************s to receive increased FDIC insurance.
  Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
  Evolve is NOT a ************ for Synapse Brokerage.
  In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
  Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
  Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
  Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cant get money out of bank. I have a Yotta account and they deposited the funds into Evolve bank. Evolve blames synapse, the payment processor. They have our money. They can restore access to our cards. People cant buy food, medication, pay their rent, mortgage, car payments. Credit is getting destroyed. Please help. There is over $100 million in money frozen by Evolve Bank. They have this money and need to give it back to the people it belongs to !

  

  Business response

  06/10/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.  
  
  In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***.  The *** utilizes ************s to receive increased FDIC insurance.
  Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
  Evolve is NOT a ************ for Synapse Brokerage.
  In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
  Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
  Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
  Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not released the funds of my paycheck to my B9 account on 5/30/24. I work for ******** and we use an app named Workday to confirm our pay and when its to be released to our bank. The check was released yesterday on 5/29/24 and I still have zero confirmation on if Ill be receiving it from my bank, Evolve *********************************

  

  Business response

  06/10/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through B9. We requested that B9 research the circumstances of the complaint. Please see their response below. Any further questions should be directed to B9 directly as they are the party responsible for handling disputes.
  
  B9 has researched this customer's complaint and were able to determine the root cause. This customer was briefly impacted by a service outage by one of our service providers. The issue has since been identified and resolved with the account credited 5/30 as intended. The customer is encouraged to contact B9 if they are continuing to have issues with their deposit.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I transferred my direct deposit of my only income, social security disability, to the B9 program run by Evolve Bank. Since then, I have experienced the absolute worst in customer service, and banking with shady, if not illegal practices. It took ************************************************************* the meantime, I was charged 2.50 every time I had to transfer money to another card so I could handle day to day expenses. Unfortunately, ach transfers are not feasible for me, I can't wait the 1-3 days necessary on those transactions. Without a physical debit card, I had no choice but be victimized by these exorbitant fees. I was also charged extra for after hours customer service, which isn't really a true statement due to long waits for response to issues and a $9.99 monthly fee for nothing. They ran an offer where if I rated their service on ****** Play, I would receive $5. Naturally, I gave them the rating they deserve, one star out of five. I was then told by customer service that the $5 only goes to those who rate them $5, and is a bribe in order to raise their customer satisfaction scores. I want the fees that were charged for my transactions that would have not been necessary with my physical card, which I believe was sent slowly in order to raise, my monthly fees, the money extorted for after hours customer service and the $5 bribe which is not explained in advance. I am currently trying to switch my direct deposit with social security, and am experiencing some problems, then hopefully I won't have to deal with these thieves anymore.

  Customer response

  05/28/2024

  Screenshots of the foolishness I've encountered 

  

  Business response

  06/10/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through B9. We requested that B9 research the circumstances of the complaint. Please see their response below. Any further questions should be directed to B9 directly as they are the party responsible for handling disputes.
  
  A review of our records indicates that you reached out regarding the receipt of your debit card on 5/15, after which a new card was promptly issued and received on 5/25. We understand that it can be frustrating waiting on service; however, it is not B9's practice to needlessly push fees. We encourage our customers to use fee free transfer options whenever possible. Regarding the reward, B9 issues the $5 directly to our customers account after receipt of a screenshot of the review. This is a manual process that can take up to a week. After successfully locating your review, we have processed the $5 reward, and you will receive it shortly.

  Customer response

  06/10/2024

   
  Complaint: 21767536
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  06/26/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through B9. We requested that B9 research the circumstances of the complaint. Please see their response below. Any further questions should be directed to B9 directly as they are the party responsible for handling disputes.
  
  A review of our records indicates that you reached out regarding the receipt of your debit card on 5/15, after which a new card was promptly issued and received on 5/25. We understand that it can be frustrating waiting on service; however, it is not B9's practice to needlessly push fees. We encourage our customers to use fee free transfer options whenever possible. Regarding the reward, B9 issues the $5 directly to our customers account after receipt of a screenshot of the review. This is a manual process that can take up to a week. After successfully locating your review, we have processed the $5 reward, and you will receive it shortly.

  Customer response

  06/26/2024

   
  Complaint: 21767536
  
  I am rejecting this response because:
  No action was taken pertaining to the fees that were possibly illegally and definitely immorally collected. I appreciate the $5 from the stunt to bribe members in order to increase your ratings,but feel like people need to know that they are dealing with a company willing to do something as disingenuous and duplicitous. I also would like to see the concept of requiring your customers to pay extra in order to get access to customer service revised. It's wrong and horrible practice. I would like my fees returned in order to drop this matter, including the $2.50 penalty for cash app and PayPal transactions, the fee for customer service and the $9.99 monthly fee that is for no apparent reason, to be returned.
  Sincerely,
  
  ***********************

*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. ↩