Merrick Bank Corporation

Complaint: [redacted]
I am rejecting this response because:As mentioned in all my communication with Merrick Bank, via the Revdex.com website, earlier, I did NOT receive any calls from anyone who is affiliated with Merrick Bank. I have NO missed calls, NO voicemails (which is normally the least that an employee of a financial institution can do while attempting to reach a customer). I have NOT received any mail or electronic mail from Merrick Bank reps pretending to solve my issues. I feel like all of Merrick Bank's attempts to communicate via Revdex.com website are redundant. I already called Merrick Bank's customer service and was welcomed with hostility from their aggressive employees. I have requested to speak to a manager and was promised that someone will call me back to resolve my issue. No one from Merrick Bank has tried to call me back until today. I still insist that Merrick Bank reps are very hostile, aggressive and disrespectful, especially in my last attempt to speak to a manager and I am asking whomever that is rejecting my claims and stating that he/she listened to recorded conversations to provide me and the Revdex.com of copies of those audio scripts to prove that Merrick Bank's reps were aggressive, unprofessional and hostile. I am still awaiting a manager or a supervisor to call me back or even email/ mail as the bank has access to all of my information, and I will gladly express my disappointment with their services and restate my demands to have someone help me with what I already asked them to do. So, now this makes it the fourth time that I ask and insist that a manager/supervisor call me back, yet still not getting any reply. I am Looking forward to a resolution that it needs to be provided by and from a manager not some hostile, entry level customer service rep of Merrick Bank. 
Sincerely,
[redacted]

Ms. [redacted] opened an account with Merrick in July 2014 and has used the account for the purchase of goods and services. The due date on the account is the 17th of each month.  Ms. [redacted] did have automatic recurring payments set up on the account. However, she cancelled the recurring payment...

schedule on January 11, 2018. Payments made for the months of January – April 2018 were made as one-time payments through Merrick’s mobile app. Those payments were received after the due date, and therefore a late fee was assessed each month. Ms. [redacted] scheduled to have her recurring automatic payment’s resume on May 2018. As a courtesy Merrick has agreed to waive one of the late fees. A credit in the amount of $38.00 has been applied and will show on the next billing statement.

A review of Ms. E[redacted]’ account was conducted.  On July 11, 2015 Ms. E[redacted]’ sent information regarding her request for SCRA benefits for her Merrick account .  She is the spouse of a National Guard service member.  Under the Federal SCRA statue she/her account would not qualify...

for SCRA benefits.  That statue requires that the service member be the borrower or co-borrower on the account for which the benefit is requested.
However, California has its own statute that covers service members and in that statute the spouse or dependent is covered if the service member qualifies for the benefit.   The representative who spoke to Ms. E[redacted] and the one who made the decision to deny her that benefit were mistaken.  Merrick has approved Ms. E[redacted]’ account for SCRA benefits under the California statute and she should receive a letter and some additional forms to complete in the next few days.  If she has any questions regarding this process or needs assistance with the forms she can contact us at [redacted] and a representative will assist her.

Mr. [redacted] opened an account with Merrick in December 2013 and has used the account for the purchase of goods and services.  On March 6, 2017 Mr. [redacted] made a payment through an account at BBVA ending in [redacted] for $70.00. That payment was returned on March 8, 2017 by BBVA for a reason code...

R20, which indicates the BBVA account is not a transaction account from which payments can be made.  The return was not due to a failure of the ACH system or a Merrick mistake.   Mr. [redacted]’s account was properly assessed a $27 fee due to that returned payment.

A review of Mr. [redacted]’s account was conducted.  Mr. [redacted] opened an account with Merrick in January 2014 and used the account for the purchase of goods and services.  The account was charged off for non-payment in June 2015.  In that same month a settlement offer was sent to Mr....

[redacted] but there were no payments received on that settlement offer.
If Mr. [redacted] made a payment in the amount as he indicated in his complaint, he will need to provide a copy of the check or money order or show proof that the payment was withdrawn from his account by Merrick.  If he has such proof he can fax that to us at ###-###-#### and we will investigate where that payment was applied.
The credit reporting made on the account is correct and accurate according to the account history.  Merrick is required to accurately report on the accounts it reports to the reporting agencies.
If Mr. [redacted] is interested in a payment plan or other settlement offer he can contact the collection agency who currently has the account and is collecting for Merrick.  Or he can call us at ###-###-####.

Complaint: [redacted]
I am rejecting this response because: This is inaccurate. I called back several times once the payment was cleared to have a letter faxed or emailed stating that the account was settled and paid in full. The phone representative was rude and advised me that " this is a debt that you created" I was also told that " I waited to long to settle the account".  All I asked for was a letter to be faxed or email so that it could be forwarded to the mortgage company Underwritting section.  I am in the process of buying a house and needed it by the 15th of March. They showed no care for me as a customer. They was very unprofessional.  They way they handled this situation was wrong. I did advise the representative that I will not fax them over my bank statement because that is confidential information.  I was also told that they would not help me in this manner.
Sincerely,
[redacted]

A review of Mr. [redacted]’s account was conducted.  Mr. [redacted] opened an account with Merrick in February 2016 and has used the account for the purchase of goods and services.  Mr. [redacted]’s account has a due date of the 14th of the month and the statement cycles about the 20th of the...

prior month. It is Merrick’s policy to post payments received via the US Postal Service every day until 5pm EST.  Payments made via Merrick’s website are posted everyday until 11 pm EST.   Mr. [redacted] contacted Merrick on June 14, 2016 and inquired about a payment that he indicated was mailed on the 2nd of June for the June 14th due date.  The representative with whom he spoke  indicated that we had not yet received the payment. The representative offered to waive any late fee that was assessed to the account. Mr. [redacted] indicated that he wanted the account to be closed. The representative complied with that request and closed the account. The notes on the account also indicate that the late fee assessed in the amount of $35.00 has been waived. Mr. [redacted] can make payments on the account via Merrick’s website or telephone 24/7 for free and the payments are posted as noted above. Merrick makes every effort to ensure timely posting of all payments and we frequently audit the paper and electronic payment processes to verify that payments are properly posted when received. The payment Mr. [redacted] indicated he mailed on June 2nd still has not been received as of the date of this response. Mr. [redacted] should stop payment on that check and issue the payment via one of the other avenues mentioned above.

Merrick Bank cannot respond to this complaint as Ms. [redacted] is not shown on the Merchant application as an authorized person to receive information for this merchant account. [redacted] is the only person on the account as authorized.  Ms. [redacted] will need to contact Merrick or CardWorks...

Acquiring to resolve this matter.

Ms. [redacted] opened an account with Merrick in February 2017 and has used the account for the purchase of goods and services.   A review of the account was conducted and revealed the following. The statement dated September 25, 2017 shows a balance of $673.15. Since that time, two purchases...

posted to the account, one for $100.00 and one for $11.77. Merrick received payments on the account totaling $45.00, however one of those payments for $10.00 was returned, therefore only $35.00 was posted as a credit to the account. Ms. [redacted] was also charged interest totaling $17.62 on the balance since the September statement. . This brings the current balance on the account to $767.54.   The fee of $27.00 that was charged to the account on October 17, 2017 for the returned check was reversed, and therefore does not affect the current balance due on the account.

Mr. [redacted] opened an account with Merrick in March 2016, and has used the account for the purchase of goods and services. In December 2016, Mr. [redacted] called Merrick to report some fraudulent charges on his account. Mr. [redacted] was issued a new account number while the fraud charges were investigated....

Following the investigation, the reported fraudulent charges were credited to his account and that fraud case was closed.  Mr. [redacted] called in on May 13, 2017 to report new fraudulent charges. The account notes indicate that Mr. [redacted] reported 10 unauthorized charges that total $529.76. Mr. [redacted] has expressed that he is very unhappy that this is the second time that his account has been compromised and that he is disappointed in Merrick’s ability to keep his account secure. Merrick takes the security of its accounts very seriously.  Merrick has many safe guards in place including contacting account holders when suspicious charges are made.  Merrick followed that process in Mr. [redacted]’s most recent issue. An investigation of the fraud claim is being conducted and Merrick has granted provisional credits to the account while the investigation is pending.  Merrick will notify Mr. [redacted] in writing of the final results of the investigation.

Mr. [redacted] opened an account with Merrick in February 2014 and has used the account for the purchase of goods and service.  On January 7, 2016 Mr. [redacted] made a payment in the amount of $1,575.29.  This payment was retuned by Mr. [redacted]’s bank.  It is Merrick’s policy to close...

accounts that have high dollar returned payments. This is to prevent risk to the Bank.
The return code on the rejection for the return is R02 which means account closed. This was the code placed on the return by his bank, Wells Fargo Bank NA.  Mr. [redacted] replaced that payment on January 13, 2016 with another $1,575.29 payment.
Upon receipt of this complaint I asked the Credit department to review the account performance and re-instate the account if possible. Based upon the past history of the account, the Credit department re-stated the account today.    Mr. [redacted] can use the same card that he has in his possession.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will make the December 1st payment . Then the next payment will not be due til January 16th , 2017 right ?
Sincerely,
[redacted]

Mr. [redacted] opened an account with Merrick in October 2016 and has used the account for the purchase of goods and services.  The due date on the account is the 21st of each month. According to the account history Mr. [redacted] made the payment on the account late in June 2017.  The account...

was assessed a late fee because the payment was late. The July payment was received on time.   Merrick is obligated by law to post payments when it receives them (not when they are sent), and it is Merrick’s policy and practice to post payments to accounts as of the date they are received. Merrick has found that the US Postal Service is frequently slower than our cardholders expect when delivering payments to our processing center. Merrick performs recurring periodic audits of our payment processor and these audits have shown that delivery times by the USPS vary significantly and unpredictably.   Rather than making payments via regular mail, you may wish to consider the following payment options which Merrick offers free of charge.  You may schedule one-time or recurring payments at no cost to you 24 hours a day, 7 days per week:   ·         Phone – Call 1-800-253-2322 to make a payment through our automated system ·         Online – visit www.merrickbank.com/cardholdercenter to make a one-time payment or setup recurring payments   You can also have payments expedited by using the following options. Keep in mind a fee may apply with these options:   ·         Money Gram – visit www.moneygram.com and use Receiver code 1585 ·         Western Union Quick Collect – input Merrickbank, NY as the ‘Code City’ ·         Phone - Call 1-800-253-2322 to make a payment with an associate   Merrick has as a courtesy waived the late fee in the amount of $35.00. Mr. [redacted] will see that adjustment on his next statement.   Tell us why here...

Ms. [redacted] opened an account with Merrick in May 2007 and has used the account for the purchase of goods and services. On December 8, 2016 Ms. [redacted] called Merrick and spoke to a representative in the dispute department about a transaction with Avis that she disputed.   The representative who...

spoke with her explained that the old account and card on which the disputed charge occurred would be deactivated and a new card and account number issued to prevent any further unauthorized charges. The representative explained the process for resolving the billing dispute claim and told Ms. [redacted] that a letter acknowledging the claim would be sent to her and a statement of fraud would be sent regarding the disputed charge.  The account records show that Ms. [redacted] received and activated the new card on January 3, 2017.   Provisional credit for the disputed charge was made to the account on January 11, 2017.  If the Merchant does not re-present the charge as valid, the credit will become permanent in about 30 days.   Merrick’s investigation into Ms. [redacted]’s dispute is in process.  Once the billing dispute investigation has been completed Ms. [redacted] will receive notice of the final outcome of the investigation.

Complaint: [redacted]
I am rejecting this response because:My question is after two years of being a customer and going to the supervisor. Why didn't the supervisor do something right then and there to calm the situation down. Instead she did nothing except escalate the issue. Why are you giving me back to the same customer service line. When they couldn't resolve the issue in the first place. Now you're telling me to call them again? Does that make any logical sense? I have shown mathematically that you are overcharging me on my interest rate and all you can show me is a couple of lines in response? Are you taking me seriously or not? 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:no other option in system but to reject this msg (as I do not yet accept anything as nothing has been done)  - but just to add update - checked on-line and still no changes as of 5/6/17I do not understand this at all - what could the problem/issue be with simply correcting a account that was disrupted from your side to start with? I have even provided detailed information regarding what was done incorrectly and which transactions they were tied into / this is a mess and the longer it continues to not get cleaned up the more damage your company is doing to me! with this ever end?  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The investigation is not complete, I have not been refunded any interest charges that may have accrued on the fraudulent purchase, and I have had terrible customer service.
Sincerely,
[redacted]

We have reported zero balance on the account.  The dispute will need to be made to the credit reporting agencies.

A review of the account history for Ms. [redacted]’s account does not show that Merrick ever received a payment in September 2016 for the account.  The payment made by Ms. [redacted] on October 14, 2016 in the amount of $138.00 was the only payment received on the account since the August 15,...

2016 payment.   Merrick has waived the late fee assessed to the account in the amount of $27.00 as a courtesy.  Ms. [redacted] should see this adjustment on her next statement.  There was no negative credit reporting made on Ms. [redacted]’s account.

Complaint: [redacted]
I am rejecting this response because:Merrick has a very poor reputation for what I described. Merrick was not very forthcoming. I had no idea the account was even closed. Furthermore, their response does not explain why minimum paymemt amounts had not been explained before when I called in September. I also had not been told that I would loose my account. I received a letter in the mail stating that my account performance was poor. I acknowledge that I was out of work for a minute and my  account fell behind. But when I tried to make amends for it,  Merrick shut me out unjustifiably. I recently scrolled through rating sites And they have countless sites with the same kinds of complaints or worse. At this point, I no longer want Merrick's business. I would like my complaint to be publicly available as a warning of caution for anyone who would do business with them. I will pay off this account and be done. 
Sincerely,
[redacted]