Complaints

This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Merrick Bank

  PO Box 5000 Draper, UT 84020-5000

  
• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

• 

  Merrick Bank

  PO Box 1442 Draper, UT 84020-1442

  
• 

  PAYS by Merrick Bank

  PO Box 43297 Jacksonville, FL 32203

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single mother struggling to manage my finances in today’s economy, where inflation has drastically increased the cost of living. On September 12, 2024, I made a $60 payment toward my past due balance, with plans to make $30-$40 weekly payments until my debt was paid off. Despite this, I have been receiving up to 5 calls a day, often back-to-back, which has caused me severe mental anguish and stress. These harassing calls are not only disrupting my personal life but are also causing issues at work, jeopardizing my job and my source of income. When I spoke with the company’s supervisor, Iyvanna, to request that the calls stop, she threatened to freeze my account if I continued with my request. Shortly after, my account was indeed frozen, further worsening my financial situation and preventing me from managing my obligations. Desired Resolution: 1. Unfreeze my account immediately. 2. Stop all unnecessary and harassing communications, as I am committed to making regular payments. 3. Acknowledge the distress caused by both the calls and the retaliatory freezing of my account after my conversation with the supervisor. 4. Ensure no further punitive actions are taken, as they are jeopardizing my job and financial stability. Thank you for your attention to this matter.

  

  Business Response

  Date: 09/26/2024

  BBB Complaint ID # BBB 22282025
  Our records indicate that outbound calls were placed in an attempt to bring the account
  current after instances of non-payment. We confirmed that all collection attempts were made
  in accordance with applicable laws. During a subsequent inbound call to our Customer
  Service Department, the customer disputed collection attempts and requested no further
  telephone communication. Our representative accurately advised that the removal of the
  customer's contact information would result in a block on purchases and processed the
  update at the customer's request. We have no record of threatening or retaliatory behavior
  from our representative, as indicated in the customer's complaint.
  As a courtesy, we have waived the most recently assessed late fee on the account. The
  account will remain unavailable for purchases pending an update to the contact information
  on file.
  A letter with additional details was sent directly to Jowen Hussie.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22282025
  
  I am rejecting this response because:
  despite having already set up a payment arrangement. On the day following , I was repeatedly contacted with back-to-back calls, which caused significant disruption to my work and ultimately led to disciplinary action from my employer. These persistent calls jeopardized my job.
  
  I had expressly requested to not be contacted, especially through the mobile app, after the arrangement was made. Despite this, the harassing calls continued, causing undue stress. Furthermore, when I requested that the calls cease, I was met with a threat of account closure.
  
  If necessary, I can provide documentation of the write-up I received from my employer as a result of these calls. This situation has caused me considerable distress.
  Sincerely,
  
  Jowen Hussie

• Initial Complaint

  Date:09/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Dyer

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Teitelbaum

• Initial Complaint

  Date:09/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 09/16/2024

   
  Complaint: 22264427
  
  I am rejecting this response because:
  
  Sincerely,
  
  Joseph Lowery

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Orr

• Initial Complaint

  Date:09/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Delgado
  

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.