ComplaintsforEvolve Bank & Trust

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted posits for potential services rendered, and I was told that the deposits were fully refundable, and when I passed on their services and did not want their services, then I was told that there was no refund due due to expenses that they had incurred. When I reviewed the expense list that they sent me it was in accurate. There were items on the list that were not completed and didnt have to be completed and I was charged for.To be treated fairly and have a refund submitted to me for services that were not rendered

  

  Business response

  05/08/2024

  In order for Evolve to provide any assistance, we will need additional information. Please provide us with your account number, card number and Fintech partner's  information  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/2/2024, I went to the *** in Kwik Trip store number 587, *** *****, the atm had glitched, and i didnt get any money back in return. I had wanted to pulled out $100. I had talked with someone at said store, and they said they dont own the atm to call Cash Depot, I had called them they said i need to call my bank, which is **** (evolve bank & trust) to do a EST Dispute. they did their investigation, and found it to be wrong. Which means, they are saying i did in fact get the money from the atm. they did get me a credit for the 100. but after they made the choice that i did get the 100 from the atm, they took the 100 back and now are charging me 100 again. I have been in contact with the atm company and my bank, the bank says if i want to reopen the case to email this email, i do and i dont get any respond. the atm company says too keeping calling and fighting it cause its a law to do an EST Dispute. i am at a loss as what to do now. i am owed 100. there has to cameras all over to see i didnt get any money from the atm. there are two atms at the location, and i used the one that says Kwik Trip-*****. please help!

  

  Business response

  05/06/2024

  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.  
  
  We're sorry about your experience and would love a chance to help out with dispute appeal. 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

  05/06/2024

  I have emailed them and I don't get any respond. I didn't get my money I want cameras looked at and footage saved. 

  Customer response

  05/07/2024

   
  Date Sent: 5/6/2024 9:24:08 PM
  I have emailed them and I don't get any respond. I didn't get my money I want cameras looked at and footage saved. 

  
  

  Customer response

  05/09/2024

  I still have been trying to email the email I was given to reopen the case and no response is coming back. They are now charging me another 100 dollar so they are now taking 200 dollars. My account has been negative since the 1st. I just want my account balance back to 0, and my 100 dollars back. Thank you.

  Customer response

  05/10/2024

  I have emailed and its like a get a computer generated message. I know I didn't get my money from the atm. I was told by the atm  company but ************** says the atm was in balance. I dont understand how when I didn't receive any money. 

  

  Business response

  05/15/2024

  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.  
  
  **** has contacted ************** and offered assistance in submitting an appeal for the dispute outcome.

  Customer response

  05/15/2024

   
  Complaint: 21651641
  
  I am rejecting this response because: I have been emailing the email you sent me to reopen the investigation. You are not responding to me. I didn't get my money from the atm. Please view the cameras. 
  
  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 ****. 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.  
  
  ****************** account was deducted $100 as the provisional credit was reversed. Dispute was found with no error. Their account is negative (Balance is -$99.13) due to the low balance they carried on their Spending account and due to the reversal of PC. PC was first granted on April 17, 2024. This PC was reversed on May 1, 2024. Following this a second adjustment was made, $100.00 was credited on May 1, 2024 and debited on May 1,2024. Due to this adjustment, it may seem that more than $100.00 was taken back.

  Customer response

  05/24/2024

   
  Complaint: 21651641
  
  I am rejecting this response because: I didn't get any money back from the *** that day!! I had no money in my hand when leaving the atm!! The atm had glitched out and no money was received! I know there wasnt!!! I'm so mad! I had to switch all my direct deposits because I don't trust you as a bank any longer! I absolutely have no reason I should be paying back the $100 when I didn't get my $100 in the first dsrn place!! There is cameras all over in that kwik trip gas ****** and I want them reviewed!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Two month ago, I contacted this bank concerning multiple unauthorized charges on my account from *****. The original charges were an additional $2,000 after the contract was closed. I was alarmed because there was absolutely no damage or any mishaps that would warrant the amount this pre authorization charge left my account negative $1,900. I paid the bank and satisfied the amount .I disputed the transaction and reported it to *****. This bank cancelled my card and sent a new one. I never got a follow up about my dispute, a credit wasnt issued and ***** wasnt blocked from charging my account as ask. A week later another transaction for $30 came out of my account from ***** .It has been OVER 30 days since I rented a vehicle from HERTZ and they continued to charge my card large amounts of money. I disputed the transactions and the card was cancelled and a new one was sent out.I also contacted ***** and verified that my account was properly closed out. I filed numerous disputes with this bank. I paid the balances to bring the account current hoping to be refunded.Just recently another transaction for $1213 was processed on the NEW card from Herz. I DID NOT authorize this and I havent rented from ***** in over month. The pre authorization that they had a month ago , allows them to continuously charge my card even though I havent used there services.To make matters the bank allows this. The bank allows them to process payments on a card that has since been cancelled. The card number has changed , the 3 digit code has changed and the expiration date. The transaction is 100% fraudulent.I went into the ************ where the vehicle was rented. The gave me a receipt verifying that the rental contract was completed and they had no idea why I was being charged and what It was for. My complaint is that this bank, cancels the card but allows the merchant to still process payments ,refusing to block the merchant after I had called them, sent messages, and emails.

  

  Business response

  04/29/2024

  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, providing an update on your dispute.? Please keep in mind that this process can sometimes take up to 90 days for completion.Future updates about your disputes will be sent via email.? We look forward to getting this issue resolved as best as we can. 

  Customer response

  04/29/2024

   
  Complaint: 21602399
  
  I am rejecting this response because: The disputes are never resolved. The bank sent an automatic message. Its the same message that *** received from my disputes. I also asked the bank to block this merchant from making further transactions. They refused to do so. 
  
  Sincerely,
  
  *****************************

  

  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.  
  
  
   Hi *******, Thank you for responding, the original response was given due to the nature of the dispute. These are non-Reg E disputes and do not qualify for provisional credit. Additionally, the 90-day timeframe was cited for the disputes from the date they were disputed. The merchant used the card info provided to force post the transactions. Currently the disputes are open and are being investigated. All updates will come from the disputes team.
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My company uses Branch through this bank and Ive asked for a supervisor on the line when I have called the number on the back of the card and they say only a supervisor can respond by email and not over the phone. This is crazy for me not to be contacted about money missing from my account and *** asked for a supervisor for days at this moment and no one has reached out.

  

  Business response

  04/29/2024

  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,*******. It appears that the issue you initially contacted us about has since been addressed.? We apologize for any inconvenience this issue may have caused.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this formal complaint against *****, Evolve Bank & Trust, and *********** for improper use of my credit report, invasion of privacy, and unauthorized use of my identity.Specifically, I am addressing the following issues:*****: I am accusing *****, Evolve Bank & Trust, and *********** of reporting inaccurate information to my consumer report without my consent. This action has caused significant damage to my credit and has resulted in financial harm. Despite engaging with ******* services under the Prime account and providing explicit instructions, ******* reported my personal information to consumer reporting agencies without my consent, leading to inaccurate entries on my consumer report.Invasion of Privacy: This egregious violation of privacy and gross negligence on the part of ******* has severely damaged my credit and undermined the trust I placed in the company.In light of these issues, I demand the following actions to rectify the situation:Confirmation that all inaccurate information reported to consumer reporting agencies has been retracted and removed from my personal consumer report.Assurance that my personal information will not be shared with any affiliates or third parties without my explicit consent in the future.A comprehensive explanation of the protocols and safeguards in place to prevent similar privacy breaches in the future.Swift and tangible measures to rebuild trust and rectify the harm caused by this violation.Failure to comply with these demands will compel me to pursue legal action against ******* to seek restitution for the damages incurred.I trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to ensure that consumer rights are protected. I appreciate your attention to this urgent matter and look forward to a prompt resolution. Please acknowledge receipt of this complaint promptly and provide updates on the status of the investigation.

  

  Business response

  04/23/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Yotta.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.  
  
  Upon discovery of the fraudulent occurrence, ***** had immediately closed the users account, and Synapse will be removing the account that has caused a negative impact on ****************** credit line.

  Customer response

  04/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my debit card number issued by this fintech company used fraudulently at a merchant I have never visited, ******* Food Store, to make a purchase. I went through their process to file a fraudulent use claim dispute of my card (*******) and filed a complaint with my local law enforcement authority and supplied proof to this company. I get a response back from their investigation team denying my claim due to me making the purchase. I asked about appealing the decision and I was told that I couldnt appeal unless I had additional information to give about the claim. I sent Evolve a link to a YELP.com review and screenshots from them about this merchant where people posted of the EXACT same thing happening to them for the EXACT amount that was stolen from me. These posters indicated that their respective financial institutions gave them provisional credit while investigating their claims as well as getting their card numbers changed. It has been over two weeks and after sending in email requests asking about a status update on the appeal, I have yet to get a response not even acknowledging the appeal request.

  

  Business response

  04/11/2024

  In order for Evolve to provide any assistance, we will need additional information. Please provide us with your account number, card number and Fintech partner's  information. 

  Customer response

  04/11/2024

   
  Complaint: 21557787
  
  I am rejecting this response because: there are requiring additional information. Please note the information below. 
  

  Fintech Company: Branch

  Account Number: ****************

  Debit Card Number: **************** (Card number that was used fraudulently)

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

  

  Business response

  04/17/2024

  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, *****. Branch support team followed up with you via email and phone voicemail informing you that the dispute was decided in your favor on 4/11/24 and that should be reflected in your account. We apologize for any inconvenience this issue may have caused.
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I am greatly saddened about how the fraud on my account continuously gets ignored. My app was hacked and my account was drained by expensive orders from Uber eats it had happened here and there but this time amounted in almost $300. So, I filed a complaint and was issued a provisional credit. As of April 1 my account over **** for the amount of $238 and went into a negative balance. I can not file complaint with Uber eat because the email and number has been changed and I cannot verify the account linked to the card. This is outrageous and it is not the first time in July of 2023 a claim was denied. I have been a loyal customer and I need this to be made right please.

  

  Business response

  04/18/2024

  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 dispute outcome. For us to securely assist you with submitting an appeal, please reach out to our dedicated escalation team at *******************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an account with *******..who evolve is the bank for....on Dec 28 2023 I got an email saying they were closing my acc and holding my money until Feb 28th 2024 and would release it to me then. The 28 comes and ******* says sorry but we're keeping your money and won't discuss it with you...I can't get ANYONE from evolve to answer me about anything. .it's like they both point the finger at each other and laugh all the way to the bank. With my money

  

  Business response

  04/15/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Mercury. We requested that Mercury 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. 
  

  Our partner has informed Evolve that the Mercury product used is not supported by Evolve Bank and Trust. Please follow up with ******* for more information. 
  

  
  

  Customer response

  04/16/2024

   
  Complaint: 21557461
  
  I am rejecting this response because:

  I have been scammed my these people for $52,848.... they all play pass the buck and I'm not settling for these attempts at stealing. My money
  
  Sincerely,
  
  *************************

  

  Business response

  04/18/2024

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Mercury.We requested that Mercury 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.  
  
  Our partner has informed Evolve the Mercury product used is not supported by Evolve Bank and Trust. Furthermore, Evolve Bank & Trust will not be able to assist due to this not being an Evolve Bank product/customer.Please forward all questions directly to ******* as they are the party responsible for handling disputes.  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 23th of March 2024 I filed some transactions dispute under **** bank by Evolve Bank & Trust as they were unauthorised transactions of 10 business with is 5th of April 2024 I got a mail my dispute was declined and I tired access the bank app it says my account is closed no form of notification or explanation as the reason why for taking this action I've been i customers to this bank over 2 years as I receive my monthly disability pay check into it . I request for some checks from the account to cash as I don't have a physical card as a result of the dispute my pervious one was blocked so I have to mail some checks to myself so I can cash at a local store with I received after 5 business days sum of $200 and $596 for some reasons I don't know they were both rejected at the store I tired calling the bank officials countless but no explanation as why my account was closed and why I could not cash the checks

  

  Business response

  04/17/2024

  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.  
  
  ************ submitted a complaint as they were unable to access the funds in their Spending account. We have reached out to ************ to assist them with their funds. ************ successfully cashed one check issued from their account and was issued a second refund check for the remaining balance. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a transaction for $345.00 go through. It was processed the first time and it didnt go through because the hacker used the wrong information the second time the did it again and it went through. The bank is in no hurry t give me my money back that money was for my bills now Im behind

  

  Business response

  04/10/2024

  In order for Evolve to provide any assistance, we will need additional information. Please provide us with your account number, card number and Fintech partner's  information  

  Customer response

  04/12/2024

  Account number ****************

  card number ****************

  branch is the partner 

  Customer response

  04/12/2024

   
  Complaint: 21554828
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business response

  04/17/2024

  Evolve Bank and Trust works with many partners to provide banking services to their customers. In order to provide assistance and locate the partner with which your account was opened, we have requested that you provide us with some specific information. While we want to help you resolve your complaint, without that information Evolve is not able to research your complaint and provide a resolution. Should you provide the information requested below, we will reopen your complaint and work with our partner to provide a resolution. 

*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. ↩