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

  Dallas, TX 75266

• 

  Merrick Bank

  10705 South Jordan Gateway Ste 200 South Jordan, UT 84095

  
• 

  Merrick Bank

  PO Box 9201 Old Bethpage, NY 11804

• 

  Merrick Bank Service Center

  PO Box 23356 Pittsburgh, PA 15222

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:01/30/2025

  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.

  Merrick bank changed my card agreement without my permission. Basically extorted me. Either I take a hit to my credit, or I pay an outrageous yearly fee. I say it’s outrageous because the account offered no benefit. I asked to be grandfathered in because I was never charged a fee before, denied. They said I could close and open a new, no fee account. I asked for my existing account to be changed, denied. The company is just trying to extort money, or pad their “new card signup” numbers. Shameful way to do business. I was surprised this company is based in the USA. What they are doing should not be legal. They should have to abide by the original terms of our agreement, offer a service that requires the money, or allow a way out that doesn’t damage my credit worthiness.

  

  Business Response

  Date: 02/12/2025

  BBB Complaint ID #********
  Our records indicate that the customer’s account was opened with no annual fee. As per
  section 1 of the cardholder agreement, “We may change the terms of this Agreement or the
  Pricing Appendix at any time. We may change or remove any of the terms and conditions of,
  or add new terms or conditions to, this Agreement or the Pricing Appendix, including without
  limitation by increasing existing fees, margins and rates, and adding new fees and charges,
  whether or not the Account has been cancelled, suspended or closed to new Account
  transactions.” As such, an email was issued advising that the account would soon be subject
  to an annual fee and that the customer could reject the fee by closing the account.
  The account was closed as requested during a recent call, and the customer was advised
  that they could attempt to apply for a new account. Please note that unsecured accounts are
  by invitation only and there is no guarantee that a new account will not have an annual fee,
  as pricing terms vary by account. The customer may apply for a secured card at any time by
  visiting www.merrickbank.com.
  The account is closed with a zero balance and will be reported to the consumer reporting
  agencies as such. The calculation of credit scores is proprietary to the consumer reporting
  agencies and we recommend that the customer contact them directly for any inquiries related
  to their credit score.
  A letter was sent to the customer with further information.

• Initial Complaint

  Date:01/29/2025

  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 the debt claimed by MERRICK. There is no contractual relationship between me and MERRICK, and they have not supplied the original agreement as requested.

  

  Business Response

  Date: 02/05/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application, used for
  purchases, and charged off due to non-payment.
  We received Automated Consumer Dispute Verification forms (ACDVs) filed through the
  credit bureaus disputing the reporting of the account and claiming identity theft. In each
  instance, the account was reviewed, and responses were provided directly to the consumer
  reporting agencies confirming that the account is reporting accurately. The fraud claim was
  denied based on the results of our investigation. Upon receipt of the complaint, we completed
  an additional identity theft investigation, which was again denied.
  The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to
  consumer reporting agencies, we report accurate information regarding a consumers
  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 was sent to the customer with further information and validation documents. We have
  no record of a debt validation request prior to the complaint.

• Initial Complaint

  Date:01/28/2025

  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 writing to express my extreme dissatisfaction with the recent closure of my credit account with Merrick Bank account number [****************]. I find this action not only unjust but also deeply discriminatory, and I demand an immediate explanation and resolution. My account was closed without any prior notice or legitimate reason provided, despite my history of responsible credit use and timely payments. I have always ensured that my account remained in good standing, and there has been no communication from your end explaining the reason behind this abrupt decision. However, I have reason to believe that this closure was motivated by discriminatory factors, which I find both unethical and illegal. Based on recent experiences and interactions with your representatives, I have come to the conclusion that my account was targeted due to [describe any specific incidents or patterns that might indicate discrimination—race, ethnicity, gender, or other personal factors]. It is appalling to think that a company like yours, which should adhere to principles of fairness and equality, would engage in such practices. This action is a violation of my rights as a consumer and is an unacceptable breach of the trust I placed in your company. I demand the following: 1. An immediate and thorough investigation into the closure of my account. 2. A full, transparent explanation of why my account was closed, including whether any discriminatory factors played a role in the decision. 3. A reinstatement of my account and all associated credit lines if the closure is deemed unjust. 4. A formal apology and assurance that this type of behavior will be investigated and prevented in the future.

  

  Business Response

  Date: 02/12/2025

  BBB Complaint ID # BBB ********
  Our records indicate that a block was placed on the customer’s account following a
  transaction that was declined as it was possibly fraudulent. Attempts were made to reach the
  customer in order to verify the activity in question; however, we were unable to speak with
  them. As the activity could not be verified, the block remained on the account.
  Merrick Bank follows all practices under the Equal Credit Opportunity Act, which prohibits
  creditors from discriminating on the basis of race, color, religion, national origin, sex, marital
  status and age. We have no record of any recent interactions between the customer and
  representatives, as referenced in the complaint. Please be assured that the account is not
  closed and was only blocked for security purposes.
  Upon receipt of the complaint, we attempted to reach the customer again, but those attempts
  were also unsuccessful. We request that the customer please contact us so that we may
  verify the account activity and remove the block.
  A letter was sent to the customer with further information including our phone number.

• Initial Complaint

  Date:01/27/2025

  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 took out a cash advance on my credit car and paid my fees as I received and took money out for cash advance I did not know or see anything in my cardholder agreement that if I took a cash advance that I had to pay full amount of credit card balance so they been charging me interest at ************************************************************************************************************************************************************* full to which I pay monthly statement every month and am current with my account I just think Ive been charged way to much for the last two years on interest from a cash advance I already paid the fees to get cash advance !

  

  Business Response

  Date: 02/05/2025

  BBB Complaint ID # *****************************
  Our records indicate that multiple cash advances have posted to the customer's account. Per
  their cardholder agreement, payments up to the minimum amount due are applied to the
  lower APR purchase balance first, while payments in excess of the minimum due are applied
  to the greater APR cash advance balance. As such, the majority of the customer's payments
  have accurately been applied to their purchase balance and finance charges continued to
  assess on their outstanding cash advance balance.
  We confirmed that the APR was correctly established in accordance with the terms and
  conditions of the account. The initial APR for purchases and cash advances were fully
  disclosed in our initial offer of credit and again when the customer received their credit card.
  Additionally, as the customer's APR is variable, based on the Prime Rate, the APR will adjust
  accordingly with fluctuations in the Prime Rate. We have determined that all finance charges
  were accurately assessed and they will not be refunded as requested.
  A letter with additional details was sent directly to ******* Navakos.

• Initial Complaint

  Date:01/26/2025

  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.

  A FCRA violation refers to a violation of the Fair Credit Reporting Act (FCRA), which is a federal law that regulates the collection, dissemination, and use of consumer credit information. Federal law requires that consumer reporting agencies (CRAs) follow reasonable procedures to ensure 100% accuracy of the information contained in their credit reports. If a consumer suffers damages because of a FCRA violation they may be entitled to bring a private lawsuit against the CRA and recover actual damages, statutory damages, and attorney's fees. These accounts listed on my letter are not 100% correct and I demand them to be investigated completely. I demand you to remove this account from all 3 of my credit reports asap or I will have no choice but to forward this to my litigation attorney for furnishing a false account on my credit report.

  

  Business Response

  Date: 01/31/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application.
  Subsequently, the account was used for purchases and payments were applied to the
  balance. Due to non-payment, the account charged off with an outstanding balance.
  Please note that charged off accounts do not denote a forgiveness of the debt. Additionally,
  as the balance remains outstanding and has not been settled, the account does not qualify
  for a 1099-C form.
  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 their
  personal details. As such, responses were provided directly to the consumer reporting
  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, which was again denied based on the results of our 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. 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 ****** ** ******, along with account
  documents.

• Initial Complaint

  Date:01/26/2025

  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 a contract with Merrick bank Corp. they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 01/31/2025

  BBB Complaint ID #********
  Our records indicate that the customer’s account was opened with an electronic application,
  used for purchases and charged off due to non-payment.
  We received an Automated Consumer Dispute Verification (ACDV) form filed through the
  consumer reporting agencies disputing the reporting of the account. The account was
  reviewed, and a response was provided directly to the agencies confirming that the account
  is reporting accurately.
  Upon receipt of the complaint, we completed an investigation regarding the customer’s claim
  of identity theft, which was denied based on 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 your 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.
  We have no record of a prior request for debt validation. A sperate response was sent to the
  customer with validation documents.

• Initial Complaint

  Date:01/24/2025

  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.

  Beginning in 2024. Can't find Jan-May Statements, but I have the other statements Jun-Jan 2025. They have been charging me for cash advances since Jan 2024. Requested other 5 months. Also, they have charged me for three payments of $29.89 (Nov 2024,Dec 2024) and Jan 2025. Payments they said to Search Public Records, whom I did not request, but I settled with them, they put money back in the account, I am to blame for not checking this. I knew what I owed and I paid. I discovered this because I am ready to pay off and and close this account. Then I called to pay off and I had a higher amount. I was told by Mr. **** (Manger) and a Mr. ***** this would be taken care of the next day. This was over two weeks ago. I just want my account adjusted so I can pay it off. There is so many purchases and cash advances l am being charged for, I believe they owe me now, I might need to check my 2023 checked. I am 82 and this is giving me a headache

  

  Business Response

  Date: 02/07/2025

  BBB Complaint ID # BBB ********
  Our records indicate that fees and finance charges were accurately assessed for all cash
  advance transactions made using the account.
  Recent purchase transactions disputed by the customer were not reviewed due to the
  customer's advisement that they would contact the merchant to confirm the transactions and
  request a refund. Following the receipt of the complaint, a claim was opened for all
  transactions from the disputed merchant and is currently under investigation.
  A letter with additional details was sent directly to ***** ** *********

• Initial Complaint

  Date:01/22/2025

  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.

  Merrick Bank Corp issued a credit card using my name, address and social security but I never applied for the card. I received a 1099-C form stating the account was charged off, and the *** was notified the amount is to be counted as income. Obviously, this error will affect not only my credit but also my dealings with the **** My social security number is LOCKED so how Merrick got around this is fraudulent and immoral. The account number on the letter is **************** and tracking number ******TI.

  

  Business Response

  Date: 02/05/2025

  BBB ID # ********
  We received the customers inquiry regarding the ***** that they received from Merrick
  Bank. This account was opened and used for purchases. Due to nonpayment, the account
  charged off with an outstanding balance.
  Merrick Bank recently made the decision to discontinue collection of this debt. As a result,
  the 1099c was issued.
  We also received a complaint regarding this issued filed through the Federal Deposit
  Insurance Corporation (****). A response will be provided to the customer upon the
  resolution of the **** complaint.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22842999
  
  I am rejecting this response because:
  I have the right to have my BBB inquiry reviewed and responded to regardless if I filed a complaint to the ****. Im rejecting this response as I am requesting Merrick Bank to provide proof my credit was ran for this debt. Merrick bank does NOT show up on my credit report, and customer service confirm they have a different date of birth on file. 
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 received a alert days after my bankruptcy case was completed indicating my credit had changed when I checked it showed I applied for a Merrick Bank Card I dispute the information on my credit report. Days later a card came in the mail I never opened the card I googled the name and contacted them letting them know I did not apply for the card, didn't want the card and I wanted it taken off my credit. Today I seen a email from the merchant it was a bill for $72 I contacted them again and was told all they can do is file another dispute. The payment is past due is what's indicated automated and on email which I provide. I want this account closed and taken off my credit report I just hady credit repaired.

  

  Business Response

  Date: 02/05/2025

  BBB Complaint ID # ********
  Our records indicate that the account was opened with an electronic application, and the
  annual fee was assessed. The customer called to report that the account was opened
  fraudulently. As such, a block was placed on the card, and the representative submitted a
  request to initiate an investigation. The account was reviewed, and a letter was sent
  requesting that the customer provide additional details so that we can initiate an identity theft
  investigation. The claim was opened following a subsequent call but denied based on the
  account details that link to the customer. Upon receipt of the complaint, we completed an
  additional investigation which was again denied.
  This account was never activated or used for purchases. As requested, the account was
  closed, and we waived the balance, which was comprised of the annual fee only.
  Additionally, as the card was never used, we have requested that the consumer reporting
  agencies delete the trade line associated with this account from the customer’s personal
  credit file.
  A letter was sent to the customer with further information.

  Customer Answer

  Date: 02/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lanita Davis

• Initial Complaint

  Date:01/21/2025

  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 am writing to formally express my dissatisfaction with the handling of my fraud claim and the poor customer service I have encountered throughout this process. 1 Initial Submission (November 9, 2023): I submitted a fraud claim, but it appears that no review or action was taken at that time. 2 Claim Reopened (November 27, 2024): Due to the lack of response, I was forced to reopen the claim, as it had not been addressed. 3 FTC Report and Letter Submission (December 11, 2024): On this date, I sent an FTC report along with a detailed letter by mail, yet I did not receive any confirmation or acknowledgment of this submission. 4 Denial Without Explanation (December 19, 2024): I was informed by a representative that my claim was denied on the grounds that an account was allegedly linked back to me. However, the bank has yet to provide any specific details or documentation regarding this so-called linked account. 5 Misleading Information (January 3, 2025): I spoke with several representatives who assured me that the issue had been resolved in my favor. I was told that I would receive a formal letter with the details. To date, I have not received any such correspondence, and no resolution appears to have taken place. It seems that I was misled with inaccurate information, and my claim has once again been ignored. The repeated lack of action, combined with inconsistent and misleading communication from your representatives, has caused considerable frustration. It is unclear whether the claim was ever properly reviewed or addressed, and the absence of follow-up or resolution is unacceptable. Given the significant amount of time that has passed and the ongoing issues, I urge you to escalate this matter for immediate review. I also request that you provide me with clear, written documentation regarding the status of my fraud claim and any actions taken on my behalf. Thank you for your prompt attention to this matter. I look forward to your response

  

  Business Response

  Date: 02/04/2025

  BBB Complaint ID # ********
  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. The
  account was subsequently settled for less than the full balance and updated accordingly.
  We received Automated Consumer Dispute Verification forms (ACDVs) filed through the
  credit bureaus disputing the reporting of the account and claiming identity theft. In each
  instance, the account was reviewed, and responses were provided directly to the consumer
  reporting agencies confirming that the account is reporting accurately. The fraud claims were
  denied based on the results of our investigation and the account information that matches the
  customer’s personal details. While we also received verbal reports of identity theft, and one
  letter from the customer, additional investigations were not needed as the fraud claims had
  recently previously been denied in response to the ACDVs. One denial letter was sent to the
  customer in response to a verbal claim. We have no record of a prior request for
  documentation or validation.
  Upon receipt of the complaint, we reviewed calls regarding the account and found that in one
  instance, the customer was inaccurately advised that the fraud claim had been accepted. We
  apologize for this misinformation. As a result of the error, we submitted an Automated
  Universal Data form to request that the consumer reporting agencies delete the tradeline
  associated with the account from the customer’s personal file.
  We also received a complaint regarding this issue filed through the Federal Deposit
  Insurance Corporation (FDIC). A detailed response will be provided to the customer upon the
  resolution of the FDIC case.

  Customer Answer

  Date: 02/04/2025

  
  Complaint: ********
  
  Dear Merrick Bank,

  
  I would like to express my sincere appreciation for taking the time to respond to my BBB complaint. I acknowledge and appreciate that Merrick Bank has taken full accountability for the repeated errors that were beyond my control.

  
  As indicated in your response, I understand that you have requested the deletion of the tradeline from my credit report. Given the ongoing transparency issues I have experienced with this bank, I kindly request that you provide me with written confirmation of this deletion request. This will offer me greater assurance, as my past attempts to resolve this matter via phone have not been successful, and I have been given conflicting information.

  
  Please mail the confirmation to the following address:

  
  30 Shattuck Rd Unit 1305
  Andover, MA 01810

  
  Thank you once again for your attention to this matter and your efforts in resolving it. I look forward to receiving the written confirmation soon.

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

  

  Business Response

  Date: 02/11/2025

  BBB Complaint ID # ********
  
  The Bank previously addressed the customer’s concerns. Please see the original response below:
  
  “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. The account was subsequently settled for less than the full balance and updated accordingly.
  
  We received Automated Consumer Dispute Verification forms (ACDVs) filed through the credit bureaus disputing the reporting of the account and claiming identity theft. In each instance, the account was reviewed, and responses were provided directly to the consumer reporting agencies confirming that the account is reporting accurately. The fraud claims were denied based on the results of our investigation and the account information that matches the customer’s personal details. While we also received verbal reports of identity theft, and one letter from the customer, additional investigations were not needed as the fraud claims had recently previously been denied in response to the ACDVs. One denial letter was sent to the customer in response to a verbal claim. We have no record of a prior request for documentation or validation.
  
  Upon receipt of the complaint, we reviewed calls regarding the account and found that in one instance, the customer was inaccurately advised that the fraud claim had been accepted. We apologize for this misinformation. As a result of the error, we submitted an Automated Universal Data form to request that the consumer reporting agencies delete the tradeline associated with the account from the customer’s personal file.
  
  We also received a complaint regarding this issue filed through the Federal Deposit Insurance Corporation (FDIC). A detailed response will be provided to the customer upon the resolution of the FDIC case.”
  
  While we regret the customer’s dissatisfaction with the response provided, the Bank has responded to each of their concerns. If the customer has a concern that hasn't already been addressed by the Bank, we would be happy to review it.