Merrick Bank Corporation

Ms [redacted] opened an account with Merrick in October and has used the account for the purchase of goods and servicesAccording to the account history on July 10, Ms [redacted] called Merrick regarding a charge where she indicated she was double billed for a purchase from a merchant called Byautoparts.com in the amount of $As a result of the call, Merrick opened a billing dispute claim and began an investigationThe amount in question was placed into disputed and no payment on that amount was required pending the outcome of the investigation On July 17, a charge back was sent to the merchant indicating there was a duplicate charge on Ms [redacted] ’s accountA temporary credit was issued pending the outcome of the charge back to the merchant and the continued investigation On August 31, the merchant re-presented the charge because it had already refunded one of the duplicate charges to Ms [redacted] ’s accountOn September 12, a review of the account showed that a credit for the duplicate charge was received on Ms [redacted] ’s account on September 2, The temporary credit placed on the account in July was removed due to the refund from the merchant Ms [redacted] contacted Merrick on October 4, and told a representative that she was due an additional credit as she had returned the merchandise purchased from the merchantOn October 23, 2017, Ms [redacted] provided a copy of an email from the merchant indicating it had received the returned merchandise Merrick has as a courtesy provided Ms [redacted] a credit for the amount of the returned merchandise Ms [redacted] should see this adjustment to her account on her next billing statement

The records of Ms***' account indicates that for the past months the payment made on the account have been made past the due date of the last payments were for less than the minimum payment due Both of these factors will result in a late fee being assessed on the account It is Merrick's policy to waive one late fee in a month periodMs***' account received a late fee waiver in December Another late fee waiver was requested in February but the fee waiver was declined because the account had already received the allotted number of fee waivers Ms***' due date is on the 27th of each month The last payment have been received after that date In an effort to resolve Ms***' complaint Merrick has waived the most recent late fee assessed to the account Me***' account will not be eligible for any additional late fee waivers until March If Ms [redacted] needs to change her due date to better accommodate her financial situation she can contact us at 800-253-to discussed that request

Merrick does not report accounts as late until the next statement for the account has cycled This is actually days past due when the report is sent Merrick will not remove or change the reporting as it is accurate

I accept Merricks response hand I appreciate them honoring the double line of credit and for being understanding of the situation and why I had paid late on my account Thank you 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 Sincerely, [redacted]

I was able to locate the account in question, my apologies for any confusion caused by the prior responseI can see there has been a payment arrangement made on the account and a payment has been scheduled for a future dateIf there are any additional questions, please let us know

Mr [redacted] opened an account in December I reviewed calls that Mr [redacted] made to Merrick regarding the replacement card he originally requested in July that was sent but not received by Mr [redacted] In a call on September 1, Mr [redacted] explained that he had never received the replacement card requested in July but really did not need it at the present time He indicated during that call he just wanted to pay down the balance No request for a card was made during that call Two calls Mr [redacted] made to Merrick in October did concern a request for a replacement card The first call on October 4, was to obtain a replacement card, and during the call Mr [redacted] asked how the mailing of the card could be trackedThe representative explained that the only way to do that was to send it in an expedited fashion for which there was a fee of $During the call Mr [redacted] asked to have the card sent to an alternative address which he gave to the representativeThe representative asked him several identifying questions before agreeing to send the card to the alternative addressMr [redacted] requested the expedited service Mr [redacted] called Merrick again on October 6, regarding the card and stated he had not received it and wanted to find out if it had been sent to himThe representative explained the card had not been sent because Mr [redacted] had requested that it go to an address other than the address on his accountNotwithstanding Mr [redacted] ’s providing verifying information on the October call, the representative told Mr [redacted] he would need to provide certain documentation before the card could be sentThe first representative did not make the proper notes on the account to indicate that they had already run the necessary confirmation of identity check when Mr [redacted] called on October This caused an additional delay in the delivery of the requested replacement card Due to the nature of this issue and the problems Mr [redacted] continued to have concerning the replacement card, I requested a card be sent to him via Fon December 14, Mr [redacted] received the card and activated it on December 17, Merrick apologizes for the issues Mr [redacted] had while requesting a replacement card for his accountAs a courtesy Merrick has also waived the $fee he paid to have the card sent to him in October He will see this adjustment on his next statement

Complaint: [redacted] I am rejecting this response because: This is inaccurateI 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 fullThe 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 MarchThey showed no care for me as a customerThey was very unprofessional They way they handled this situation was wrongI 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]

Attached is a screen shot from Ms [redacted] account showing the adjustments They were just completed so they will appear on her next statement

Ms [redacted] opened an account with Merrick in February and has used the account for the purchase of goods and services The method Merrick uses to calculate interest is described in the cardholder agreement Ms [redacted] received when the account was opened Section of that agreement sets forth how interest is calculatedIn part, this section states (emphasis added): We use the Average Daily Balance method (including new transactions) to calculate interest on your AccountThe Average Daily Balances for Purchases and Cash Advances are calculated separately Section also addresses interest accrual and states: How to Avoid Paying Interest on New PurchasesYou will not be charged interest on new Purchases during a Billing Cycle if you paid the entire New Balance, if any, shown on the Billing Statement on or before the Payment Due Date Ms [redacted] ’s July statement showed a New Balance of $2,In order to avoid paying interest that accrued on the balance between the last day of the statement cycle and the payment due date (August 12, in the case of the July statement), Ms [redacted] needed to pay the full amount due by the Payment Due Date of August 12, As reflected on the August statement, Ms [redacted] made a payment of $on August 12, another payment of $on August 16, and another payment of $2,on August Because the full balance was not received by the Payment Due Date, interest was billed on the unpaid balanceThere is also a $fee that represents 1/of the annual fee ($48) for the cardAfter a discussion with a Merrick representative on August 22, 2017, Ms [redacted] paid the remaining balance on the account The account had a zero balance owing on it as of that date

Mr [redacted] opened an account with Merrick in December On December 27, Mr [redacted] contacted Merrick and told the representative that he had never received the card associated with the accountThe representative told Mr [redacted] that a new card would be sent to him and verified the address On January 18, Mr [redacted] called again and told the representative that he had still not received a card for the account According to the account history the account was never used for any purchases or servicesThe balance of the account was the annual fee and interest On January 23, Mr [redacted] contacted Merrick again after receiving a statement on the account The representative who spoke to him closed the account at his request and waived the balance owing on the account in the amount of $ The account now has a zero balance and shows as closed Merrick apologizes that Mr [redacted] did not have a positive experience with his Merrick account

Complaint: [redacted] I am rejecting this response because:Per Merrick's response: "On June 22, Ms [redacted] made an additional payment on the account for $which was the balance remaining after the May settlement paymentThe account status was updated with the credit reporting agencies to “paid in full” at that time."Despite clearly showing a June 22, update on the attached credit report excerpts, this account is not reporting as paid in full and/or closed with ANY of the major credit bureaus (please refer to attachments)This is inaccurate and frustrating Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Merrick Bank has indicated: "reason code R20, which indicates the BBVA account is not a transaction account from which payments can be made" which is falseIf Merrick Bank checks my account records they will see payments have been made from that exact BBVA account many times in the past yearI have attached a screenshot of my recent payment history which shows some transactions coming from the account in question, which means Merrick Bank's Rerror code is incorrect Sincerely, [redacted]

The designation of "lost" is used internally anytime an account is closed and a new account issued for a situation like Mr [redacted] 's Other than the use of this designation the remainder of Merrick's response is correct Merrick has no further reply to this issue

The issue is that the payment was claimed to be unauthorized by Ms [redacted] 's sister via a letter from Bank of America The reply is correct and the account will remain blocked to payments made from that bank account

Ms [redacted] opened an account with Merrick in April and has used the account for the purchase of goods and services The due date on the account is the 21st of each month Beginning in October Ms [redacted] began making payments for less than the minimum payment due on the accountBecause of this pattern there have been late fees assessed on the accountFor example in the month of October the minimum payment due was $ Ms [redacted] did not make a payment on the account for that month In November the account had a minimum payment due of $137, Ms [redacted] made payments A payment of $on November and a payment of $on November, totaling $93, both of these payments were not enough to meet the minimum payment due of $ In December the minimum payment due was not paid in full by the due date A minimum payment is due each month there is a balance owing on the account A fee waiver does not reduce the minimum payment due in the month the fees were waived but that waiver does reduce the following month’s minimum payment due Merrick has waived the most recent late fee in the amount of $for Ms [redacted] ’s account If she needs to change her due date to better meet her financial situation she can contact us at 800-253-and discuss a due date change that might work better for her

Ms [redacted] opened an account with Merrick in February and has used the account for the purchase of goods and services A review of the account was conducted and revealed the followingThe statement dated September 25, shows a balance of $Since that time, two purchases posted to the account, one for $and one for $Merrick received payments on the account totaling $45.00, however one of those payments for $was returned, therefore only $was posted as a credit to the accountMs [redacted] was also charged interest totaling $on the balance since the September statementThis brings the current balance on the account to $ The fee of $that was charged to the account on October 17, for the returned check was reversed, and therefore does not affect the current balance due on the account

Ms [redacted] opened an account with Merrick in July and has used the account for the purchase of goods and services The due date on the account is the 21st of each month Ms [redacted] made her August payment late Subsequently the following months Ms [redacted] did not make the full minimum payment due This resulted in late fees being assessed to the account The late fee of $assessed in August was waived as a courtesy, as well as the $late fee for September A minimum payment is due each month there is a balance owing on the account A fee waiver does not reduce the minimum payment due in the month the fees were waived but that waiver does reduce the following month’s minimum payment due Merrick has waived the two additional late fees of $each on the account and we have adjusted her minimum payment due so that it reflects those waivers Her January minimum payment due will now be $ She should be able to see those adjustments to her account online

Ms [redacted] opened an account with Merrick in October and has used the account for the purchase of goods and servicesThe account records indicate that the last four payments made on the account were made using US Postal Service money orders and received via the US Postal ServiceAll four payments were posted to the account as of the date they were received from the US Postal ServiceMs [redacted] also made one on-line payment during the past four months Ms***’s account has received one late fee since the account was opened in October There have been no other late fees assessed to the accountMs [redacted] indicates in her complaint that she transferred the balance on her Merrick account to another lender However, Merrick has never received a payment on the account from anyone but Ms***If she did initiate a balance transfer she may wish to contact the company with whom she initiated that transaction to investigate whether it has remitted payment to Merrick for the account balance If it has, Ms [redacted] can request a copy of the payment sent to MerrickOnce Merrick has that information from Ms***, we can research the payment to assure it was applied properly It is Merrick’s policy and practice to post payments to accounts as of the date they are received Payments received via USPS by 5pm CT and online payments received by 12am ET will be posted as of the date they are received

A review was conducted MrO [redacted] applied for a secured card on June 1, The application was declined because of an open bankruptcy MrO [redacted] sent in a deposit of $for the security on the account A disclosure is made at the time the application that the refund of the deposit could take up to days to be returned MrO [redacted] ’s refund was sent to him via regular mail on June 19, to the address on the original application The funds are kept in a non-interest bearing account so Merrick derives no benefit from keeping the funds An example of the disclosure on the secured card application on Merrick’s website is attached for your information

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]