Complaints
This profile includes complaints for Merrick Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,768 total complaints in the last 3 years.
- 547 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/29/2022
Type: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 was issued a credit card but never received it. They just doubled my credit line so it reminded that I still did not receive the card. I called six times over a six month period waiting for an hour on one point and then hung up on me. This happened several times and they have the correct address. I wait on hold for security and they hang up after 30 minutes on hold.... They seem foreign to me barely understand them and laughter in the background.
Business Response
Date: 12/21/2022
BBB Complaint ID # ********
Our records indicate that the customer contacted us on several occasions to report nonreceipt of their credit card. Their calls were transferred for assistance, but they disconnected
on hold. We thank the customer for their patience and apologize for the long hold times as
we continue to assist all of our customers during these difficult times.
We attempted to contact the customer by phone in order to assist, but were unable to reach
them. We deactivated their prior account number, and generated a card with a new account
number, which was expedited at no cost.
A letter was sent to the customer with further information.Initial Complaint
Date:11/29/2022
Type: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 informed me that they were switching from **** credit card to Master credit cards, on 17 Oct 22, i have been calling every 10 days asking for replacement Master Card, but have still NOT received it, and old **** card does not work for making purchase on line, i can ONLY use for ATM redrawals. I keep getting the run aroudn from customer service at ***********. They refuse to send a replacement **** card, telling to wait for my new MASTER Card, but over 6 weeks now and still NOT received it... I need help getting this NEW master credit card, and a new **** card that lets me work ordering on line.Business Response
Date: 12/21/2022
BBB Complaint ID # ********
The customers **** account was recently converted to a MasterCard; however, there was a
delay in the production and delivery of the new card. Additionally, when the customer
contacted us regarding non-receipt of the card, some of our representatives experienced
system issues before they were able to assist. Our goal is to provide exceptional service, and
we apologize for the difficulty this caused.
While the customers **** card remained active during this time, some transactions were
declined as a result of the wrong expiration date being entered or for security purposes.
Following receipt of the BBB complaint, the customer spoke to another representative who
assisted with issuing a new card. The card was expedited at no cost, has been activated, and
used for purchases.
A letter with additional details was sent directly to ******************Initial Complaint
Date:11/28/2022
Type: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.
About five or so months ago I tried to call and make a payment, everything was different, didn't have my info, so I waited a few days and it was back to normal, accept the last four months it would tell me I have a zero balance, **** available credit, and give no minimum payment. I used to pay more cause I delivered papers and needed extra money for gas, since all the gas stations are closed at night since covid. I have been paying less, but if I wouldn't pay the minimum it would always say you still owe this much, it hasn't done that any time I've paid. I tried to call and report it was saying I owed nothing, but I'd be on the line forever then it'd hang up. I was locked out of my account when I know I answered the questions right, so I can't log in, when I tried to call the same thing hold then hang up. I read other replies saying you emailed saying it was late, but the only emails I got are surveys and about sending a new card that never came. Now you're saying I haven't paid and owe ******. I want to know what's going on and for you to fix your calling and if you've added any kind of late fee's to minus them, because you haven't answered and won't say what I owe.Business Response
Date: 12/20/2022
BBB Complaint ID # ********
We regret the difficulty that the customer experienced when attempting to reach our
Customer ******************* We thank them for their patience and apologize for the long
hold times as we continue to assist all of our customers during these difficult times.
Our records indicate that the customers payments have been received prior to the due date;
however, the payment amounts did not meet the minimum payment due resulting in late fees.
Upon review, we determined that an issue with our automated phone system resulted in the
customers balance being reflected as zero when they contacted us by phone. We sincerely
apologize for the difficulty this caused and the issue is being investigated. In order to assist,
we waived both of the above referenced late fees.
The customers online account is currently locked as a result of multiple incorrect password
attempts. We attempted to contact the customer by phone to assist with accessing the
account, but we were unable to reach them. We encourage the customer to contact us so
that we may reset their password.
The customers **** account was recently upgraded to a MasterCard account, and a new
card was mailed. However, the card was returned by the postal service. Once the account
has been brought current, the customer may contact us to have a new card issued.
A letter was sent to the customer with further information.Customer Answer
Date: 12/27/2022
Complaint: 18472178
I am rejecting this response because:
They have the correct mailing address and haven't sent a new card, the mail rejected it...what? My brother hasn't gotten a new card either and his old one, which when he logs in says will still work has been declined. You haven't taken the charges off or fixed anything, and mailed another paper stating that I still haven't paid and that even more money has been added on. This is ridiculous. You can mail that paper fine but nothing else. You have not tried to call to get my online account back, you have literally done nothing, Merrick used to be a good company but since whomever bought it out it's been a complete cluster at all ends, when you have someone like me who hasn't missed a payment and you s**** me over this bad you are just a very lousy company who cares nothing about it's people. Fix the problems.
Sincerely,
*************************Business Response
Date: 12/29/2022
BBB Complaint ID # ********
The Bank previously addressed the customers concerns. Please see the original response below:
We regret the difficulty that the customer experienced when attempting to reach our **************** Department. We thank them for their patience and apologize for the long hold times as we continue to assist all of our customers during these difficult times.
Our records indicate that the customers payments have been received prior to the due date; however, the payment amounts did not meet the minimum payment due resulting in late fees.
Upon review, we determined that an issue with our automated phone system resulted in the customers balance being reflected as zero when they contacted us by phone. We sincerely apologize for the difficulty this caused and he issue is being investigated. In order to assist, we waived both of the above referenced late fees.
The customers online account is currently locked as a result of multiple incorrect password attempts. We attempted to contact the customer by phone to assist with the accessing the account, but we were unable to reach them. We encourage the customer to contact us so that we may reset their password.
The customers **** account was recently upgraded to a MasterCard account, and a new card was mailed. However, the card was returned by the postal service. Once the account has been brought current, the customer may contact us to have a new card issued.
A letter with additional details was sent directly to *************************
While we regret the customers 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.Customer Answer
Date: 12/30/2022
Complaint: 18472178
I am rejecting this response because:
You just repeated the same false stuff, the only letter that was
sent, was another letter adding more late fees saying I now owe 169 or
so dollars which is wrong, you never sent any letters besides that to
me, you never tried to call me, and haven't taken nothing off, you are
just adding more and more to what I owe, and repeating the same false
stuff. without answering anything.
Sincerely,
*************************Initial Complaint
Date:11/28/2022
Type: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 last 4 of social **** phone number ********** I was told by representative whom I talked to due to financial hardship due to hurricane *** that I would not ?? be charged this month for my November 27th due date meanwhile they did so anyway as I'm struggling to pay rent and buy food This is so mean and they totally lied to me which brought me over my credit limit which affects my credit score. Oh my God.Business Response
Date: 12/13/2022
BBB Complaint ID # ******************** - 18472072
Our records indicate that no payment was received by the customers last due date.
However, no late fees were assessed and the account was not reported as past due. As of
this response, the balance is not over the credit limit. 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.
We have no record of any calls with representatives regarding hardship or enrollment in a
disaster relief program. Merrick Bank is committed to assisting customers who may be
experiencing financial hardship. Should the customer wish to discuss repayment options that
may be available, we encourage them to contact our **************** Department.
A letter was sent to the customer with further information.Initial Complaint
Date:11/28/2022
Type: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 because my password was not working. I tried to reset password but I was told by ****** that she will not help me reset my password and she refused to allow me to speak to a supervisor regarding this when I have had help resetting my password in the past. I like to view my account to make sure I am up to date to stay on time for billing. I did not have a new card because I lost the old one and the lady ****** refused to help reset my password and she also hung up on me and refused a supervisor.Business Response
Date: 12/06/2022
BBB Complaint ID # ********
Our records indicate that a new card was generated per our previously advised Mastercard
transfer. The customer contacted our customer service department to advise that they had
not received this card. Our representative accurately deactivated the card and generated a
new card, which was issued to the customer's address of record. During the customer's
subsequent call, our representative accurately advised that the card had shipped and would
arrive shortly. As of the date of this response, it has not been activated.
The customer contacted our customer service department to request assistance with their
online account. Unfortunately, our representative failed to provide a temporary password or
transfer the customer to a supervisor as requested. Please be advised that the details of this
call were forwarded to the appropriate level of management to provide coaching so that the
representative can better handle calls of this nature in the future.
During our recent call with the customer, our representative assisted with resetting their
online account password, deactivated their account, and generated a new card which will be
issued to your address of record under separate cover.
A letter with additional details was sent directly to ****************************Initial Complaint
Date:11/28/2022
Type: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 received a notice that I have a collection from MERRICK BK on my credit report. It says it was opened on 06/13/2021 for $1,302 with account number starting in **************** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC reportBusiness Response
Date: 12/21/2022
BBB Complaint ID # ********
Our records indicate that the account was opened, used for purchases, and charged off due
to non-payment, with an outstanding balance.
Upon receipt of the complaint as well as an Automated Consumer Dispute Verification form
(ACDV) filed through the consumer reporting agencies claiming identity theft, we conducted
an investigation. The claim was denied based on the results of our investigation and the
account information that matches the customers 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 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 additional information and account validation
documents.Initial Complaint
Date:11/28/2022
Type: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 recently switched from **** to ********** systems leaving many people without access to accounts. It appears this was very poorly planned, and no reasonable accommodations have been made accept apologies. This is unacceptable as they cannot even give an ETA of replacements! This is a very poorly thought through transfer and the customer should not be paying for *********************** poor planning!Business Response
Date: 12/15/2022
BBB Complaint ID # ********
The customers **** account was recently upgraded to a MasterCard, and a new card was
issued. We have no record of this card being returned as undeliverable.
The customer contacted us as their card was being declined. Our representative determined
that the customer was still using their **** card and had not received the MasterCard. As
such, their initial MasterCard number was deactivated, and a new number was generated.
However, there was a delay in the delivery of the card. We sincerely apologize for the
difficulty this caused.
A new card was issued, expedited, and has since been activated. We also contacted the
customer by phone and they confirmed receipt of the card. A letter was sent to the customer
with further information.Initial Complaint
Date:11/27/2022
Type: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 have a $600 credit limit with Merrick Bank. My account is current and my balance is $63. Merrick has a block on my account. I called Merrick 11/23/22, 11/25/22, 11/26/22 and seven times today 11/27/22. I was left on hold. I was refused a supervisor. These people answer on mute never say anything then hang up. I was told the block would be removed 11/27/22 and that I did not have to call back. The block is NOT removed, I am out of town and my purchases are being declined. I needed to purchases a desk for my child the charge went thru now there is a problem. There is no explanation as to why my account is blocked. I need this block removed and I need to speak to someone stateside NOT overseas.Business Response
Date: 12/13/2022
BBB Complaint ID # ********
The customer accepted our Fixed Payment Program (***) while speaking with a
representative. As disclosed during the call, per the terms of the program, the customers
minimum payment and annual percentage rate were reduced for a period of six months. A
temporary block was also placed for the duration of the program.
The customer contacted us prior to the end of the program and was advised that the block
was placed for the *** and the date that the block could be removed. During one call, they
were inaccurately advised that the removal is automatic, and we apologize for the
inconvenience this caused. Customers must contact us to request removal. The customer
called back and requested a supervisor. Our representative advised they could transfer the
call, and the customer disconnected. We thank the customer for their patience and apologize
for the long hold times as we continue to assist all of our customers during these difficult
times.
In order to assist, we contacted the customer by phone and the block was removed. The card
has since been used for purchases. A letter was also sent to the customer with further
information.Initial Complaint
Date:11/26/2022
Type: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.
On 11/26/2022 I attempted to make a purchase of $50 online by use of my Master Card. My transaction was declined even though I have the credit limit to cover this transaction. I called the Merrick Bank customer service, where I waited on hold for 22 minutes to speak to someone who could barely speak english. I verified my information and the transaction. The rep then transferred me to another department to resolve the issue and release the hold on my account. I waited on hold for an hour and a half for the call to be dropped. This bank forces customers to wait on hold then purposely drops them and does not provide any Customer Support or resolution to ANY issues. I made further attempts without any assistance from Merrick bank. I want this issue resolved. I want to be contacted by someone in the US that will resolve this issue immediately.Business Response
Date: 12/15/2022
BBB Complaint ID # ********
Our records indicate that the customer attempted two transactions with the same merchant,
which were declined for the security of the account as the merchant has a high likelihood of
unauthorized transactions or is disguised as online gambling. As of the date of this response,
no additional transactions have been attempted.
The customer contacted us to inquire about the declines, and their call was transferred for
assistance. However, the subsequent representative released the call. We sincerely
apologize for the inconvenience this caused and for the long hold times as we continue to
assist all of our customers during these difficult times. In an effort to assist, we attempted to
contact the customer but were unable to speak with them.
A letter was sent to the customer with further information.Customer Answer
Date: 12/16/2022
Complaint: ********
I am rejecting this response because:Merrick bank only attempted to contact only ONCE. The person left a message with a telephone number. I returned the call, and it was to the main customer service. There was no extension or specific contact. Again, I waited for 40 minutes on hold with no assistance. The 2 transactions mentioned in the response by Merrick Bank are correct and are mine. As stated previously, it is impossible to speak with someone to resolve. Also, there has been NO correspondence received as stated in their response.
Sincerely,
******* *******
Business Response
Date: 01/10/2023
BBB Complaint ID # ********
In response to the customer’s prior BBB complaint, we attempted to contact them by phone
to address their concerns. As were unable to reach them, a voicemail was left and their
account was noted with the relevant information so that any representative could assist if the
customer returned the call.
We sent a response to the customer’s address on file addressing their complaint. As advised,
several transactions with a specific merchant have been declined for the security of the
account as the merchant has a high likelihood of unauthorized transactions or is disguised as
online gambling.
We apologize for the long hold times the customer experienced when returning our call.
Upon receipt of their current complaint, we again contacted them by phone and were able to
speak with the customer. During the call, the representative advised of the above outlined
information and confirmed that the account is current and available for use.
An additional letter has been sent to the customer addressing their complaint, along with a
copy of our prior response. We request that the customer please allow 7-10 business days to
receive the letter by mail.Initial Complaint
Date:11/22/2022
Type: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.
company has no customer service, I called to dispute a charge, and cannot get ahold of anyone?! they answer, take your info, then place you on hold and never ever come back, I was on hold for almost 2hours and no one came to the line. On a 3rd attempt they just hung up on me after taking my info. Is this company real or is this a scam??Business Response
Date: 12/20/2022
BBB Complaint ID # ********
Our records indicate that the customer recently contacted us to dispute a charge. Their call
was transferred for assistance, but the customer disconnected prior to speaking to the next
representative. We thank the customer for their patience and apologize for the long hold
times as we continue to assist all of our customers during these difficult times. The customer
called back on the same day, and a dispute was opened as requested. Provisional credit was
issued for the disputed transaction, and the merchant has 30 days to provide information
proving that the transaction was not a billing error.
In order to assist, we contacted the customer by phone and confirmed that they did not need
to file any additional dispute claims. A letter was also sent to the customer with further
information.Customer Answer
Date: 12/21/2022
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,
*************************
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