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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a checking account with ****.finance, a fintech institution utilizing Evolve Bank & Trust. My payroll is deposited to my juno account. My last payroll deposit was on Friday 5/10/24. Evolve Bank and Trust decided to unilaterally cut off all access to my funds on Saturday 5/11/2024, mere hours after my payroll direct deposit was credited to my checking account. The funds remain frozen at Evolve Bank and Trust (I think!). They have frozen my debit card and are rejecting all ACH and wire transfer requests I have made in the time since. They provided no notice before cutting off my access to my funds. This is not an isolated incident. Tens of thousands of other depositors have had their funds held without recourse or advanced notice just like me. Please see this support article from Juno: ****************************************************************** Evolve Bank and Trust has unilaterally cut off many other fintech companies utilizing the synapse service without notice, including Yotta Finance, where I *also* have an account. ********************** provided 0 notice of this before stealing all my money. This cannot be legal. See this Forbes article: ***************************** emilymason/2024/05/14/judge-says-up-to-20-million-fintech-depositors-are-at- risk-from-synapse-bankruptcy/ Noted excerpts: "At an emergency hearing Tuesday, U.S. Bankruptcy Court Judge ****************************, of the Central District of **********, framed the situation starkly. What we're really looking at ... is a situation where tens of millions of people do not have access to potentially hundreds of millions of dollars of their deposits, he said. ****** suggested it was time for the federal bank regulators to get involved." Please get involved! Evolve Bank and Trust literally stole my money! I got paid and hours later it's gone!Evolve Bank has screwed over tens of thousands of people. It should be shut down and liquidated if necessary. PLEASE DO SOMETHING.Sincerely, ******* ****
Business response
05/24/2024
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.Customer response
05/25/2024
Complaint: 21719365
I am rejecting this response because Evolve Bank and Trust provides the *** routing and account numbers, debit card, and transfer functionalities of the account in question and Evolve Bank and Trust unilaterally chose to cut off my access to my funds without any notice several weeks ago.Synapse Brokerage LLC has stated in recent court filings that, even for programs and users that were recently moved to Synapse Brokerage, the filing states that [d]epositors were able to deposit funds in the cash management program, or withdraw funds from the cash management program, only through their bank account at ********************** or Lineage. The sole service provided by Synapse Brokerage LLC was the sweep program service, nothing else.
My funds are held at Evolve Bank and Trust.
Evolve Bank and Trust chose to block my access to them hours after receiving a bi-weekly payroll direct deposit, returning *** as 'account frozen'.
Evolve Bank and Trust must fix this issue.
Sincerely,
******* ****Business response
06/03/2024
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.
**** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included*********************************************************
**************************************************************
Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an account with ********************** Bank and Trust. I do not have access to the funds in my account due to problems between Evolve and Synapse.On May 15th 2024 I called Evolve to try and resolve the issue. I was told that for my privacy they could not access information on my account.Business response
05/24/2024
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
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am unable to access the money in my bank account. I cannot send or receive money. My direct deposit is missing. I contacted Juno finance (********************************************************************************************************************************- **************) and this was their response:Hello ******, Thank you for reaching out. My name is ****** and I am here to assist you with your concern.As you would have received in the email, currently, ACH transfers, wire transfers, and card transactions are experiencing interruptions due to our bank partner Evolve Bank & Trust. Unfortunately, this happened without any prior notification to us. It seems other partners of Evolve Bank & Trust are facing a similar issue as well.While we work to resume these services with our banking services provider, we understand that this must be frustrating for you.Please note that their is a high probability that your direct deposit might get returned.????We would like to emphasize that **** is not responsible for these disruptions and it's the responsibility of the banking services provider to provide these services and ensure its continuity.Generally, Consumer Financial ***************** takes such banking disruptions without prior notice very seriously and takes necessary steps to ensure that the banking services provider remediates the issue swiftly.????We apologise for the inconvenience caused due to this issue. Be rest assured, we have reached out to the concerned team to look into this on priority. I would request you to kindly allow us some time. I will make sure that I share an update with you as soon as I receive a response from the concerned team.Business response
05/24/2024
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.Customer response
05/24/2024
Complaint: 21713103
I am rejecting this response because:
This is a checking account not a brokerage account and ********************** unlawfully transferred the account without permission. I am requesting the funds in my account be released so I can deposit them into a reputable bank.
Sincerely,
***************************Business response
05/24/2024
The checking account referenced in the complaint is with 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.
Evolve is NOT a ************ for Synapse Brokerage. Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
Customer response
05/24/2024
Complaint: 21713103
I am rejecting this response because: This is false. The checking account was opened through Evolve bank & Trust. The checking account number on file is an ********************** checking account number AND routing number and has been since account inception. Any transfer to another business was done WITHOUT PERMISSION. If permission was granted that can be easily verified with documentation showing my signature, which cannot be produced because I never signed any documentation allowing this.
Sincerely,
***************************Business response
05/24/2024
Evolve Bank & Trust would like to research you complaint further. We would like to review your must recent statements.Customer response
05/24/2024
Complaint: 21713103
I am rejecting this response because: Unclear what you need from previous communication. Are you asking me to provide the statements? If so, please clarify so that I can provide. I just need to be able to transfer my funds out of this account so this ordeal can be finished.
Sincerely,
***************************Business response
06/03/2024
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.
**** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included**************************************************************
*********************************************************
Customer response
06/03/2024
Complaint: 21713103
I am rejecting this response because: As stated earlier I did not grant ********** for Evolve bank to transfer account to Synapse. Please release my funds.
Sincerely,
***************************Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an account with ***** that provided me with a Evolve Bank and Trust account number. Over the past week, cards have been turned off and ACH was turned off this morning. I, among tens of thousands of other users, am locked out of my money. I am effectively pennyless because of Evolve Bank and Trust and their poor business decisions.Business response
05/24/2024
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
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was recently trying to use my debit card to access my paycheck and was told my account was frozen because it is an Evolve account and they are having issues with the card issuer who is GRID. I was told they have frozen my account based on ********************** have frozen all cards associated with Synapse Financial. They recommended changing where my paycheck is deposited, but that does nothing for me when my mortgage is due at the end of the week! How can they freeze my paycheck, I am a government employee and their issues should not affect my ability to maintain my home.Business response
05/24/2024
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
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had almost $10000 funneled from my bank account and **** bank of Evolve Bank and Trust has refused to look into the matter nor have they reimbursed me the stolen funds. I have asked multiple times to have my account monitored and with no resolve, money is still going missing. After plugging my account information into NerdWallet, which itemizes all transactions, it clearly shows the amount of money that has gone missing. They refuse to do the math. They are just looking at the screen and seeing a balance and saying nothing is wrong. I am now going to be homeless, because I cant pay my rent. I feel a *************************, *********************************** of *********, and ***************************** *********, are all involved in this thievery as they are using a hacking software called Hydra which takes money from an account without leaving a trace.Business response
05/24/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.
Hello ****, We're sorry about your experience and would love a chance to help out with your balance inquiry. We were able to locate an active email thread with our team at ******************* Please continue to work with our care agents to resolve this issue. We look forward to continuing to assist you!Customer response
05/24/2024
Clearly something is not right here. This is the last three months of cash in and cash out followed up with my balance. No one at **** is willing to actually do the math. They are looking at a screen. If someone would itemize EVERY transaction and punch it into a calculator, you would see the issue I am facing here. I am not satisfied with ***** flippant investigation, just for them to finally call me three weeks later and say nothing is wrong. The proof is right there. Please I need someone to itemize each transaction. Thank you.Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Evolve bank and trust is the **** for *****, who. I use for my banking. As of this weekend 5/11/24, Yotta customers can no longer use their funds. I have a little over $10,000 in my account. That account is supposedly held by EB&T, but will not allow transactions or from what I can tell withdrawals. I am ot alone, but I have bills and mortgage to pay. Their response is that is is SynapseFi's fault, however EB&T is the ***** who hold my funds, what they do with a third party does not pertain to me as it should be between them and their partners, not us consumers.Business response
05/24/2024
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.Customer response
05/24/2024
Complaint: 21708126
I am rejecting this response because:Regardless of how the finger is being pointed, my routing number and account number are registered to ********************** Bank and trust. Attached is the FedACH routing number my money is transferred to, also attached is a redacted screenshot of my account....all that point to Evolve.
Saying that Synapse is responsible for my funds, or that's it's their fault falls upon deaf ears because in the end my ACCOUNT is with **********************, whom is holding the money.
IF any company can simply send an email and say "if you do not respond to this email we are going to do whatever we like with your money" is bogus. I might as well start sending emails to banks saying "if you do not respond to this email you owe me $100,000. By not responding you are in agreement".
If the FedACH does indeed go to Evolve, and they allowed Synapse to use that money without my, the owner of the account, it should be on Evolve to deal with Synapse to recover those monies WITHOUT holding the funds from me.
Sincerely,
***************************Business response
06/03/2024
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.
***** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included.*********************************************************
**************************************************************
Customer response
06/03/2024
Complaint: 21708126
I am rejecting this response because:Synapse opened the account in my name? And they moved the money to a brokerage account without my authorization?
I am now aware of an email that was sent sometime in 2023 from Synapse that said something to the line that, "respond if you want to opt out," which is a very underhanded way of getting approval of something. This email was found in a spam folder , so no, I never responded. They subsequently moved the money from your bank to wherever, but Evolve did nothing to prevent this and should have culpability in allowing it to happen. ***** should be protecting their account holders. You, Evolve, was in business with Synapse...allowing them to open accounts for individuals. After you terminated partnerships does not excuse you to not take care of the end user and their funds.
YOu agree that the routing number is for and Evolve Bank? And that the account number is for an ********************** account. So my money that was sent to that routing number and account should still be available and accessible.
Letting Synapse move my money without my consent should never have been allowed and that responsibility to protect the consumer should fall on the bank. I did NOT opt in to having my money moved out of Evolve simply because I didn't respond to an unseen, shady email. If that were the case please allow me to have your email address so that I can spam you with emails that allow me to take money from your bank if you do not Opt In to not allow that illegally. It's ridiculous.
Evolve Bank has a responsibility to protect their consumers, their customers and their end users. They did not do that, and ultimately are negligent on allowing a company to fraudulently remove my money from their bank, while still allowing money to be sent to THEIR routing number.
Sincerely,
***************************Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a Grid Card/ Credit Card from grid thats partnered with Evolve Bank and Trust and Synapse Financial **** I have my payroll deposited to this Card as well for one of the services they offer . recently since May 3 *************************************************************************** being reversed . Today 5/13/24 I received this message from Grid Grid Team: Due to issues with our credit services provider, Synapse Financial ************* ****, our banking partner Evolve Bank and Trust has frozen all activity that it believes may be related to Synapse Financial ************* ****, including but not limited to any debit or credit cards issued by Evolve. Because your Grid Card was issued by Evolve, this will impact transfers into and out of your Grid Card account as well as transactions made via the Grid Card. As a result, Grid Card transactions and transfers are currently disrupted. We're in constant contact with Evolve Bank and Trust as well as Synapse Financial ************* **** in an attempt to resolve these issues and will give you an update when the matter is resolved. This is where all my money goes this is my livelihood. and **** isnt explaining whats going on other than the message .Business response
05/24/2024
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
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 3rd, 2024, I was charged $185 for roadside assistance from Hertz Rental Car that Im the process of disputing. This is a pending hold. ***** ran my credit card, for the rental week of April 30th-May 7th, and added the $185, causing the total to come to $464.84. This was deducted from my account, causing my balance to be $185 short! The $278.84 charge was dropped from the pending hold, but the $185 was not! Im still out an extra $185-all because Evolve Bank/Branch/Uber Pro Card wont release the funds, when its already been paid!!!!!! The customer service Ive received was horribe! I called Hertz, and they told me to contact my bank! Evolve bank tells me to call ***** to release it!!! I want my money back into my account, and off hold! Ive already paid for this!!!Business response
05/24/2024
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.
Thank you for reaching out! Our support and disputes team followed up with you requesting additional documentation regarding the dispute. If you could respond with the requested information showing an itemized invoice of expected purchase, the disputes team would gladly review. Apologies for the inconvenience.Customer response
05/24/2024
Complaint: 21705586
I am rejecting this response because:
Please see the ITEMIZED RECEIPT in the attachment! This is the 3rd time Ive sent it to someone! This matter will not be marked as resolved until I get my held funds released! There are no excuses for this!! I will do my banking with my personal account from now on!! My bank releases holds within 2-3 business days!!!Sincerely,
***************************Business response
05/28/2024
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 again. What you have sent is something Branch already has on a running statement. What the dispute department needs is an itemized receipt from hertz showing the charge for the rental and the charge for the tow. We apologize for the inconvenience.Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed on December 14, 2023, over the phone by contacting ************** ********************* Customer Support. I spoke with an agent and provided details of my complaint against ********************* and advised the agent I wanted to file a dispute on 13 transactions on my Uber Pro Card Business Debit Card Account, transactions dating from September to November 2023. The agent provided a confirmation email, in this email I was advised, id have resolution from Branch *********, **** within 10 business days (by December 29, 2023). That same afternoon I provided in writing a detailed statement with an explanation for why I had disputed these transactions. (See evidence provided with timeline exhibit 1).January 3, 2024, Email sent to ********************* for update to Branch Dispute *******, as well as provided update from Hertz Car Rental communication received. (Exhibit 2).January 6, 2024, still no update from *********************. Sent another inquiry update request. (exhibit 3). January 18, 2024, I sent an inquiry to ********************* advising them it has now been 4 weeks since I opened my dispute and I have not received any contact or information from them. Later that day I received a request to provide feedback as the ticket that was opened when I sent inquiry on January 18, 2024, had been closed, no one provided me an update, just closed the ticket. (Exhibit 4)The first time the Disputes Team reached out to me was on January 19th, 2024, 28 business days after I filed my dispute and provided written notice or reason for my dispute. January 22, 2024, another email communication between hertz and myself sent to *********************.On February 5, 2024, I made an online inquiry by visiting www.branchapp.com, regarding my disputed transactions looking for an update. I contacted Branch Customer Support by phone and again was told an escalation case would be opened for the Dispute Team to contact me.Business response
05/14/2024
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.
Thank you for reaching out, *****. Our Support Team has followed up directly regarding your disputed transactions. On 12/14/23 when your dispute cases were opened, no provisional credit was provided. On 3/23/24 and 3/24/24,you were notified of the final status of your dispute cases where 6 were decided in your favor and a final credit was provided. On 2/23/24 and 2/29/24,6 were not decided in your favor. We recommend that you reach out to the merchant directly for further resolution. At this time, we consider the case closed.
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Contact Information
Customer Complaints Summary
179 total complaints in the last 3 years.
103 complaints closed in the last 12 months.