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Complaint Details
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Initial Complaint
09/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with Merrick Bank, I do not have a contract with Merrick Bank. They did not provide with the original contract as requested.
Business response
09/19/2024
BBB Complaint ID # BBB 22280263
Our records indicate that the account was opened with an electronic application and used for
purchases; however, no payments were received. Due to non-payment, the account became
past due, was reported as such to the consumer reporting agencies, and was closed
Upon receipt of the customer’s complaint, an investigation was conducted regarding their
claim of identity theft. Based on our investigation, the claim was denied, as the account
information matches their personal records.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
Please note that we have no record of any prior requests for debt validation. In response to
the BBB complaint, a letter with additional details was sent directly to King Delaney, along
with account validation documents.Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not liable for this debit with Merrick Bank, I do not have a contract with Merrick Bank, they did not provide me with the original contract as requested.”Business response
09/23/2024
BBB Complaint ID #22276709
Our records indicate that the account was opened with an electronic application and used for
purchases. Due to non-payment, the account charged off with an outstanding balance.
Upon receipt of the complaint, as well as Automated Consumer Dispute Verification forms
(ACDVs) filed through the credit bureaus disputing the reporting of the account and claiming
identity theft, we completed an investigation. The fraud claim was denied based on the
results of our investigation. As such, a denial letter was issued to the customer, and
responses were provided directly to the consumer reporting agencies confirming that the
account is reporting accurately.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies (CRAs), we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
Please note that we have no record of a prior request for debt validation. In response to the
BBB complaint, a letter was sent to the customer with further information and validation
documents.Customer response
09/23/2024
Complaint: 22276709
I am rejecting this response because:It was open fraudulently and I had to put a fraud alert on my account because there were several accounts and inquires made without my knowledge. I would simply like for this to be removed from my credit report.
Sincerely,
Ja'Quela DyerInitial Complaint
09/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I called Merrick bank to see if my card was received and instead of checking the tracking number, they re issued which will take about another week. I have been waiting for a month now.Business response
09/23/2024
Our records indicate that the customer contacted our Customer Service Department to
advise that their card had been lost. Our representative deactivated this card, generated a
replacement card, and rushed its delivery to the address on file. We confirmed that the card
was delivered but was never activated.
During the customer's subsequent call, they indicated that they had not received their card.
Our representative deactivated the previous card and rushed another replacement to the
address on file. We confirmed that this card was subsequently activated online. Our attempts
to contact the customer to confirm their receipt of the card were not successful.
Upon review, we determined that our representative inaccurately advised the customer of a
delivery issue with their initial replacement card. Please be advised that the details of this call
were forwarded to the appropriate level of management to provide coaching so that the
representative will better handle calls of this nature in the future.
A letter with additional details was sent directly to ****** *******.Initial Complaint
09/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
this complaint is regard to the request i made to "Merrick Bank" to correct their reporting to the credit beuros of 3 late payments I've made in the month oct, nov, dec, 2021 with this card. In that 3 month my wife and me we’re seriously sick with covid, being it was in the pandemic, and it was also just a few month after my wife gave birth to our daughter, so as you can imagine that was an completely extreme challenging time for us, financially, and healthwise, therefore, we couldn't even have the ability of paying off our credit card balance. i always made a priority to pay off my bills on time, also before that accrued and also in the 3 years afterwards, at least the minimum payment. Now as i try to move forward in life, these 3 late payments really really heart me, and therefore i wrote a letter in deatail to describe my story and to asked from "Merrick Bank" to please please dispute those late payments of my account, because it was due to a real emergency health situation, and as you see, it only happened then, not before, and not later. but instead of getting a letter and response, thay sent me a letter that they cant do anything. i called them in, as the agent wasnt too helpful, i asked to speak to a supervisor, and his respone was cold and sharp thay wont do anything to even try to file a dispute by the credit beuro on that late payment reprting by them. their custumor servise was ABSOLUTELLY dissgusting with zero repect to a human being which suffered in a pendemic and asked nice thay they should dispute theier late payment reporting with hurting me on every level to move foward in life. they didnt care about my situation, and didnt do their basics to resolve this terrible unfair reporting from their end to the credit berous on my personel name.Business response
09/16/2024
BBB Complaint ID # BBB 22267055
Our records indicate that the account was accurately reported as past due to the consumer
reporting agencies when no payments were received for several consecutive billing periods.
We sincerely regret to hear of the difficulties that the customer experienced during this time.
The customer recently contacted us by phone regarding the late payments. Upon review of
the call, we found that our representative advised the customer to contact the credit bureaus
for assistance and did not provide them with accurate information regarding our credit bureau
dispute process. We apologize for any inconvenience that this caused.
Following this, we received the customer’s letter requesting a goodwill adjustment to remove
the above-mentioned delinquencies. We issued a response advising that the reporting was
accurate and cannot be removed.
The customer called to follow up on the response they received and were advised that if they
wished to continue to dispute the reporting, they would need to submit the request in writing,
along with any supporting documentation and a copy of their credit report. We found no
record of unprofessional behavior during the customer’s calls; however, we appreciate their
feedback as it enables us to improve service for all of our valued customers.
While we understand the customer’s concerns and appreciate their effort in bringing the
account current, we do not make courtesy adjustments to credit reporting. The Fair Credit
Reporting Act (“FCRA”) requires that, as a furnisher of information to consumer reporting
agencies, we report accurate information regarding a consumer’s account history. As the
information reported is accurate, we will not change the reporting of the account to the
consumer reporting agencies.
A letter was sent to the customer with further information.Customer response
09/16/2024
Complaint: 22267055
I am rejecting this response because:first, because i allways made my payments on time, and i only had 3 late payments which were clearlly due to a medical emergency, as i described in detail, therfore, the credit reporting to the beuro by Merrick Bank wasnt fair and accriate, becuse i allways paid on time and missing the payments were not of my coice or missbehavier, only due to a health emergency regarding the Covid 19 pendemic which me and my wife were unfourtanlly very sick then.
not considering the health emergency i was at that time and not to take any actain that is clearly in the hand of Merrick Bank to give in an adjusment to the credit berou's to edit their unfair late payment reporting and to give a postive response to my well decribed medical emergency sitiauatin in the goodwill letter i sent them is UNFAIR DISGUSTING.
so yes, let me make it clear, Merrik Bank has the ability to remove their late payment reporting of my name, which is hurting me drasticlly as i try to move foward in life, and they know by now very clear that my 3 late payments were due to a medical emergency regarding Covid - 19, and still they stated in their response they won't care and won't do anything to help out a years old coustumer. WHAT A SHAME!
and before i finish, i want every consumer to know: STAY FAR AWAY FROM "MERRICK BANK" - NEVER RESPOND TO AN OFFER YOU GOT FROM THEM IN THE MAIL, NEVER OPEN AN CREDIT CARD BY THEM, IT WILL ONLY HURT YOU! FROM MY EXPERICNE DEALING WITH A LOT OF BANKS, "MERRICK BANK" HAS THE WORST SERVICE EVER, THEIR AGENTS WILL NEVER BE HELPFUL, AND DEALING WITH THIS BANK IS ONLY COMLICATIED AND PAINFUL!
DONT SAY I DIDNT WARN YOU: STAY AWAY FROM "MERRICK BANK"!!!
Sincerely,
Shaye L TeitelbaumInitial Complaint
09/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with Merrick Bank Corp, I do not have. contract with Merrick Bank Corp, they did not provide me with the original contract as I requested.Business response
09/16/2024
BBB Complaint ID # 22264427
According to our records, the customer’s account was opened with an electronic application.
The account was used for purchases and payments were applied toward the balance. Due to
non-payment, the account became past due and charged off. Please note that we have no
record of prior correspondence requesting a copy of the application.
Upon receipt of the customer’s complaint, we conducted an investigation regarding their
claim of identity theft. The claim was denied based on the results of our investigation and the
account information that links to the customer.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
A letter with additional details was sent directly to Joey (Joseph) J. Lowery, along with account
documents.Customer response
09/16/2024
Complaint: 22264427
I am rejecting this response because:
Sincerely,
Joseph LoweryInitial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
It has taken almost THREE months to receive a replacement card since my wallet and card were stolen on July 9, 2024. I called to report it and at the same time had the representative update the address that was on file. The representative rushed me and did not confirm anything with me and just told me that my account would not be accessible for 24 hours. After a month of waiting, the card did not arrive. I called on August 1, 2024, and the representative told me that there may be a possible delay in shipment and to wait another week. Another month passed. I called back on August 31, 2024, and had the representative confirm the address on file. The address was completely different than what I had provided when I first called. I went back and forth with this new representative to correct my address because there was a clear language barrier and he argued with me that it was already correct. It wasnt until I made him spell what was on his screen to me that I realized it was completely wrong and I made him change it. He changed it and then shipped a new card, that was requested to be rushed. On September 9, after still not receiving my card, I called again, and was told that my apartment number was missing from my address on file. This representative was very kind, understanding, and it was easy communicating with her to correct my address again. However when I requested the card to be rushed since the last one I did not receive was supposed to be rushed, I was told it was too late and had already been processed. After a third attempt at getting a new card due to error of Merrick, I should have automatically gotten a card rushed shipped instead of having to wait another 10 business days. I do not fault the last representative as she did her job, but the other two were due to pure negligence and language barriers. Well see if I receive my card before month four. I wont even be able to make my scheduled payment until the new card is produced.Business response
09/23/2024
BBB Complaint ID # *****************************
Our records indicate that the customer contacted us by phone to report their card as lost and
to provide an updated address. As such, a new card was ordered. Following this, they called
back on two occasions to report non-receipt of the card, and additional cards were issued.
We reviewed these calls and while we found no instance of unprofessionalism, we did
determine that on the initial call and the customers two follow up calls, our representatives
did not correctly update and verify the address causing the cards to be mailed to an incorrect
address and returned as undeliverable. We sincerely apologize for the inconvenience that
this caused.
The customer recently spoke to a representative who assisted with correctly updating the
address and issuing a new card. During the call, the customer also requested to have the
card rushed; however, the card request had already been submitted at that time and could
not be altered. The card was sent via standard mail and has since been activated.
A letter was sent to the customer with further information.Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Merrick Bank to get my credit card verified for Apple Pay. The card still isn’t verified for Apple Pay and the customer service agents are rude which is evident by the ratings I gave the customer service team in the email that Merrick Bank sent me asking me to rate my experience with the customer service .Business response
09/17/2024
BBB Complaint ID # 22258599
Our records indicate that the customer spoke to a representative requesting to set their card
up for Apple Pay. During the call, the representative submitted the request on their behalf
and provided the timeframe for completion. On the same day, the card was approved to use
Apple Pay. Subsequently, the customer called back and advised that they accidentally
deleted Apple Pay, and the representative submitted another request to add it to their
account and provided the timeframe for completion.
Following this, the customer spoke with multiple representatives advising that they were
unable to use Apple Pay. During the calls, the representatives advised that requests were
previously submitted and provided the timeframe for completion. While we regret the
customer’s dissatisfaction, we found no instance of unprofessionalism during their calls with
our representatives.
Upon receipt of the customer’s complaint, we reviewed their account regarding Apple Pay.
We determined that on several occasions, they deleted the approval for Apple Pay, which
resulted in additional requests submitted. We can confirm that the customer’s account was
again approved for Apple Pay and remains active.
A letter with additional details was sent directly to Anthony Orr.Customer response
09/24/2024
Complaint: 22258599
I am rejecting this response because: 70% of the letter sent to me which I did receive is false. I did contact a customer service agent and spoke to many and was told many different things about how long Apple Pay would take to be added one said 3 to 5 business days and other said it could be 1 hour to 2 days and the other said 24 hours. In addition since the time of this letter I had another very bad experience with Merrick Bank's customer service. The bank sent me a survey to my email asking me how they did with customer service at the end of the call my ratings speak for themselves as I rated the customer service very low. I filed a complaint in regards to the customer service and in addition I've closed the credit card account per my request. I've dealt with a number of companies and Merrick Bank as the worst customer service and should consider retraining their customer service agents.
Sincerely,
Anthony OrrInitial Complaint
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My name is Dawn Delgado. Earlier this year my identity was stolen, and a credit card opened under my name with Merritt Bank without my permission. The address given for the card documents (and presumably the card itself) was in Pennsylvania, where I have never lived. When I was finally contacted by telephone about this account, I made it clear to Merritt Bank that this was not my account, that I had not opened it, and that my identity had apparently been stolen and used to open it. I was then informed by mail that they investigated the case and determined that the account was mine. This was a false statement. They did not in fact investigate the claim, because if they had they would have seen clearly that the address in Pennsylvania was not mine, and that they had never sent any documents, cards, or confirmations to my Rhode Island address. I followed up that letter with a series of telephone calls which Merritt Bank recorded. I finally spoke to somebody in the fraud detection department (employee number 401, who went by the name Bill) who finally got authorization to cancel the account. At that time I also received a commitment from Bill to correct the information in the fraud file, to terminate the account completely, to promise not to report the account to a credit agency, and to have someone follow up with me or an attorney concerning these matters. That call never happened. Merritt Bank illegally reported this account to credit agencies as overdue and properly belonging to me, as a result of which my credit rating FICO score has plummeted. I am planning to sue Merritt Bank for breach of contract (the verbal agreement not to report the account to the credit agencies) here in my home state if this matter is not resolved immediately.Business response
09/17/2024
BBB Complaint ID # BBB 22245740
Our records indicate that the customer contacted our Customer Service Department to
advise that the account in their name was not authorized. Our representatives accurately
advised that an investigation would be conducted and the customer's credit reporting would
be updated upon the acceptance of their claim. Based on our investigation, the customer's
claim of identity theft was denied as the account information matches their personal records.
During the customer's subsequent calls, our representatives accurately advised that the
customer's identity theft claim was denied and that another investigation would have to be
performed to update their credit reporting. As requested, the account was closed. As no
payment was received for consecutive billing periods, the account was reported as past due.
We have no record of a representative promising that the account would be removed from
reporting, as indicated in the customer's complaint.
As the account was never used for purchases, we waived the balance of fees and removed
the account from the customer's personal credit file. Please be advised that updates to the
customer's credit report may not be reflected among the records of the consumer reporting
agencies for up to 30 days.
We received the customer's correspondence from the BBB while processing their request for
a call regarding their concerns. Upon receipt of the complaint, we conducted an additional
investigation regarding the customer's claim of identity theft. The fraud claim was accepted
and we submitted an Automated Universal Data form (AUD) to update the pending account
deletion to reflect confirmed fraud.
A letter with additional details was sent directly to Dawn Delgado.Customer response
09/18/2024
Complaint: 22245740
I am rejecting this response because:
1. The company has refused to provide any information concerning who opened the account in Philadelphia, with a Philadelphia address, in May of this year. They have refused to provide any information concerning the application itself, or make available anyone or any document to support their false conclusions.
2. Bill, employee 401, purported to be an employee in fraud management, assured me in August that the account was fraudulent and that it would be erased from the record. I have a witness to the phone call and contemporaneous notes verifying that statement by Bill, employee number 401.
3. I was assured two weeks ago that I would receive a phone call from the fraud department to discuss this matter. Despite promises to do so, nobody followed through. They broke their promise made in a recorded call and substantiated by a witness. Simply, they lied.
4. Their failure to allow me to review the so called evidence of my opening the account has caused substantial damage and drastically lowered my credit rating.
5. They refuse to allow people to talk to anyone with actual authority in the case.
6. The letter they sent denied the fraud claim. I am appealing that. This bank has no ethics.
Sincerely,
Dawn DelgadoInitial Complaint
09/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I dispute the Merrick Bank Corp account on my credit report under the Fair Credit Reporting Act (FCRA). This account, opened on 12/27/2021 with account number ************ and a balance of $1,514.00, is not mine. As a victim of identity theft, I request an investigation and removal of this entry from my credit report. Please provide written confirmation of the resolution.Business response
09/09/2024
BBB Complaint ID # 22231036
Our records indicate that the customer's account was opened with an electronic application.
Subsequently, the account was used for purchases. Due to non-payment, the account
charged off with an outstanding balance.
We received the customer’s Automated Consumer Dispute Verification (ACDVs) forms filed
through the Consumer Reporting Agencies (CRAs) claiming identity theft and disputing the
reporting of the account. In each instance, the account was reviewed. Based on the results of
our investigation, the identity theft claims were denied as the account information matches
their personal details. As such, responses were provided directly to the CRAs confirming that
the account is reporting accurately.
Upon receipt of the customer’s complaint, we conducted an investigation regarding their
claim of identity theft. The claim was denied, based on the results of our investigation and the
account information matches their personal details.
The Fair Credit Reporting Act (“FCRA”) requires that, as a furnisher of information to
consumer reporting agencies, we report accurate information regarding a consumer’s
account history. We have reviewed the account and determined that the information reported
was complete and accurate as of the date(s) we furnished it. As such, in the absence of
additional facts, we will not change the reporting of the account to the consumer reporting
agencies.
A letter with additional details was sent directly to Medaney Roberson, along with account
documents.Initial Complaint
09/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am not liable for this debt with Capital One/Wmt. I do not have a contract with this collection agency trying to collect and reporting this to my credit report. I did not sign any paperwork with this collection agency Capital One/Wmt stating that I will pay them or owe any money. They did not provide me with the original contract as requested.Business response
09/16/2024
BBB Complaint ID # 22228081
The customer’s account was previously updated to reflect attorney representation and to
cease communication with the customer.
Our records indicate that the customer’s Merrick Bank account was opened with an
electronic application. Subsequently, the account was used for purchases. Due to nonpayment, the account charged off with an outstanding balance. As no further payments were
received, the balance remains the same.
After charge-off, the account was placed with third-party collection agencies for
servicing. Please be advised that these agencies collect for Merrick Bank accounts and are
not affiliated with Capital One, as indicated in the customer's complaint. Per the cardholder
agreement, the customer authorizes Merrick Bank to transfer the rights to collect on their
account to a third party without prior notice. In using the account for purchases, the customer
agreed to abide by these terms.
We received previous correspondence from the customer's attorney disputing the reporting
of the account. Responses validating the debt and verifying accurate reporting were issued to
the attorney's address. We confirmed that the information and documentation we provided
was accurate and sufficient to validate the debt owed.
We received the customer's Automated Consumer Dispute Verification (ACDVs) forms filed
through the consumer reporting agencies claiming identity theft and disputing the reporting of
the account. In each instance, the account was reviewed. Based on the results of our
investigation, the identity theft claims were denied as the account information matches the
customer's personal details. As such, responses were provided directly to the agencies
confirming that the account is reporting accurately.
Upon receipt of the customer's complaint, we conducted an additional investigation regarding
their claim of identity theft. The claim was again denied based on the above outlined
investigation.
The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer
reporting agencies, we report accurate information regarding a consumer’s account history.
We have reviewed the account and determined that the information reported was complete
and accurate as of the date(s) we furnished it. While we report accurate information, the way
in which this information is displayed is at the discretion of each consumer reporting agency.
Upon review, we determined that not all credit bureaus were accurately displaying the
customer’s account. As such, we submitted an Automated Universal Data form (AUD) to
request that they update their reporting to match our records.
A letter with additional details and documentation was sent to Daniel L. Wilson’s attorney.
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Customer Complaints Summary
1,704 total complaints in the last 3 years.
491 complaints closed in the last 12 months.