Merrick Bank Corporation

Ms [redacted] opened an account with Merrick in December Ms [redacted] contacted Merrick on January 2, and explained that she had received the PIN for the account but not the cardA new card was sent to Ms***Because the first card was apparently lost in the mail, Merrick required valid proof of ID from Ms [redacted] to ensure that the correct person had received the card and to protect both her and the Bank from any possible ID theft or fraud if someone else had received the first mailed cardOn January 11, Ms [redacted] sent the requested information but part of it was illegible A representative spoke to her on January 12, and requested that she re-send part of the documents requested On January 13, Merrick received the additional documentation and removed the block on the account Ms [redacted] activated and used the account that same day

On January 31, 2018, Ms [redacted] contacted Merrick regarding charges she wished to dispute from a merchant identified as FRN*TrialpfoduMs [redacted] indicated that she had agreed to a transaction on November 24, for $The additional two charges for $from this same merchant were placed into dispute The representative who initiated the billing dispute claim explained to Ms [redacted] that she was required to cancel the renewal before the expiration of the “trial period” Ms [redacted] explained that she did the initial transaction but did not sign up for automatic shipments and did not receive any other products from this merchant A letter was sent to Ms [redacted] requesting information about the charges in an effort to assist in the investigation of the disputed charges Ms [redacted] did send a reply to our letter requesting help with the investigation but it did not provide the additional informationWe need to know how she ordered the product or the website from where she placed the order for the initial product On March 6, Ms [redacted] called Merrick and disputed a third charge from the same merchant Another letter requesting specific information about the merchant and how the product was purchasedThe claim is still open and pending while we wait for the specific information to be provided by Ms*** Merrick has attempted to charge back the three disputed charges to the Merchant and we have provided temporary credits to Ms***’s account Pending the outcome of the merchant chargeback, the credit may become permanent Merrick’s investigation into Ms***’s dispute is in process, however the additional information requested is critical to the outcomeOnce the billing dispute investigation has been completed, Ms [redacted] will receive notice of the final outcome of the investigation

A review of the account and recent statements show Ms [redacted] made successful phone payments in August and September However all of those payment were returned with the reasons of “Account Frozen” and “Account not authorized”As a result of the returned payments, Ms [redacted] account was closedThe account was not eligible for the credit line increase due to delinquency which resulted from the returned payments in August The cardholder agreement indicates that Merrick can close the account for any reason or no reason without further notificationThe account will not be reopened for Ms [redacted] because the multiple returned payments are considered high risk behavior

purchase of goods and services The payments made by Ms [redacted] in March, April and June have all been returned by Wells Fargo Bank as Account ClosedMultiple returned payments constitute a risk to the Bank and its policy is to close accounts and charge them off under these circumstancesThe account charged off in August for nonpayment and has been reported as such to the credit reporting agencies, and is the correct reporting under the circumstances If Mr [redacted] wishes to discuss payment of the balance on the account she can contact Carson Smithfield who is collecting this account on behalf of Merrick at 877-487-

Mr [redacted] opened an account with Merrick in November and has used the account for the purchase of goods and services until he requested the account be closed in April At the time the account was closed the balance owing on the account was $ Mr [redacted] paid the account in full in February but did not close itIn March the annual fee, which is assessed to the account 1/12th each month, was charged for $The annual fee is assessed to the account for each month the account is open and/or had a balance owing if it were closed The balance of the account accrued interest at $in April when the account was closed Mr [redacted] received notices of his paperless statements for the account at the same email address he received them since the opening of the account, [redacted] On June 26, Merrick waived the balance owing on the account in the amount of $as a courtesy Merrick understands Mr [redacted] ’s concerns regarding the credit reporting on the account In order to address his concerns Merrick has deleted the trade line for the account from his credit file Tell us why here

Ms [redacted] contacted Merrick Bank on February 27, and reported her card as lost/stolen On May 9, four transactions were removed as possible fraud and provisional credits were issued totalling $ An acknowledgement letter regarding the claim was sent that same day The investigation into the fraud on the account is ongoing and Ms [redacted] will not be responsible for payment on the disputed amounts until the investigation is completed If the investigation is found in her favor the provisional credits will become permanent and she will be notified by letter of the final outcome of the investigation The process should be completed before the end of May

Ms [redacted] opened an account with Merrick in July and has used the account for the purchase of goods and servicesThe due date on the account is the 27th of each monthAll of the payments made on the account were credited on the day they were receivedIn the months of August through December the payments were received after the due dateLate fees for August and September were waived as a courtesy when Ms [redacted] called and requested they be waived 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 receivedMerrick has found that the US Postal Service is frequently slower than our cardholders expect when delivering payments to our processing centerMerrick performs recurring periodic audits of our payment processor and these audits have shown that delivery times by the USPS vary significantly and unpredictably In addition to making payments via regular mail, please know that Merrick Bank offers the following payment options free of charge which may be beneficial to Ms [redacted] She may schedule one-time or recurring payments at no cost hours a day, days per week: · Phone – Call 1-800-253-to make a payment through our automated system · Online – visit www.merrickbank.com/cardholdercenter to make a one-time payment or setup recurring payments Ms [redacted] can also have payments expedited by using the following optionsKeep in mind a fee may apply with these options: · Overnight Mail – send to Merrick, Merrick Bank Attn: Lockbox Operations # East Grauwyler Rd., BLDG 1, Irving, TX · Money Gram – visit www.moneygram.com and use Receiver code · Western Union Quick Collect – input Merrickbank, NY as the ‘Code City’ · Phone - Call 1-800-253-to make a payment with an associate Merrick has many payment plans for account holders experiencing financial difficultiesMs [redacted] can contact us at 800-253-to discuss those options and find one that might help with her current situationI have waived two additional late fees in the amount of $Ms [redacted] will see that adjustment on her next statement

Mr [redacted] opened an account with Merrick in November He has used the account for the purchase of goods and services Mr [redacted] has had several months where he has made payments late or the Bank has not received a payment on the account Specifically in March and April 2017, no payments were received on the accountThis caused fees to be assessed to the accountThe last payment received was the February 21, payment in the amount of $ If Mr [redacted] believes there are payments that have been received but not credited to his account he will need to provide a copy of the front and back of the cashed payment instrument so that Merrick can investigate those payments Mr [redacted] can fax those copies to us at 801-545- If Mr [redacted] is having difficulty making payments on the account he can contact us at 800-253-and discuss payment plan options to bring the account current

Merrick has replied to this account accurately Merrick audits the USPS process to the lockbox location and those audits have shown that the postal service is very slow and unpredictable That is why we offer alternative methods of making payments Merrick will not modify or remove the credit reporting as it is accurate and correct as required by the FCRA

Mr [redacted] opened an account with Merrick in October and has used the account for the purchase of goods and services The due date on the account is the 7th of each month Mr [redacted] has made payments that have been due on the account Each payment was received and posted to the account as of the day they were received Two of the payments have been received after the due dateThe second payment made on the account was also for less than the minimum payment due on the account as shown on the statement dated 12-3- It is Merrick’s policy to post payments as of the day they are received Payments are posted each day until 5pm ET if received via US mailOn line payment are posted as of the date they are received until 11pm ET According to the USPS mail from Georgia to Florida can take 3-days to be delivered The payments made on Mr [redacted] account posted on average in days I requested that the most recent late fee in the amount of $be waived as a courtesy Mr [redacted] should see this adjustment on his next statement I have enclosed copies of the statements reviewed for the response, payments received, and the cardholder agreement that governs the account

Mr [redacted] opened an account with Merrick in May He has used the account for the purchase of goods and services Mr [redacted] informed Merrick about fraudulent activity on the account on February 12, The representative who spoke to Mr [redacted] sent an affidavit for him to return Merrick received the signed affidavit and a police report on March 7, The Bank’s standard process on an account that has a dispute is to place a block on the account while the dispute claim is being investigated No payment on the disputed amount is required during the investigation If the claim is accepted the fraudulent changes are removed from that account or the account is closed and a new account issued Initially the claim was denied because the fraud affidavit was not clear which charges were being disputed A second letter from Mr [redacted] was received which help clarify the issue and the fraud claim was accepted On April 14, the old account was closed and a new account opened with a new number The fraud claim in the amount of $ [redacted] was accepted and that amount was removed from the balance that was transferred to the new account An adjustment in the interest charged was also completed

Merrick Bank cannot find any account under Mr [redacted] 's name as the owner or authorized user Mr [redacted] will need to provide an account number and the name of the account holder for further research Merrick's records do not indicate any credit reporting being submitted under the name of [redacted]

A review of Mr [redacted] ’ account was conducted In November Mr [redacted] informed Merrick that he was unemployed and could not make full payments on the account He was offered and accepted a modified payment plan but did not make payments under the plan The account was charged off for non-payment in May The balance of the account at that time was $ In September Mr [redacted] was made an offer to pay 65% of the outstanding balance, $over months at $Provided that Mr [redacted] made those payments timely as agreed, the remaining amount would be forgiven Mr [redacted] made of the payments under the plan The amount paid was $Since Mr [redacted] did not pay the full amount agreed upon, the full remaining balance became due Nevertheless, Merrick has determined to accept Mr [redacted] ’ payments already made as settlement for less than the full balance of the account Merrick will forgive the remaining balance of the account and report it as “settled in full for less than the full balance” to the credit reporting agencies

Ms [redacted] opened a Visa credit card account with Merrick in December In accordance with the Cardholder Agreement, Ms [redacted] agreed to pay the Annual Fee(s) each year the account is open with an outstanding balanceIf the account is closed with an outstanding balance, Merrick will charge the Annual Fee each month there is an outstanding balance 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 If Ms [redacted] does not wish to pay fees or interest on the account she may pay the balance in full to avoid those assessments to the account If she cannot pay the balance in full at this time, she can continue to pay off the balance monthly under the terms and conditions of the cardholder agreement

Mr [redacted] agreed to this fee and the way it is charged when he opened the account As stated he can choose to keep the card and the fees associated with it or close it and pay off the balance

Mr [redacted] opened a Visa credit card account with Merrick in July The terms of the cardholder agreement which govern the account, and which were disclosed in marketing materials and again when Merrick sent Mr [redacted] the card, are that an annual fee is charged while the account is open or has an unpaid balance Under those terms the first year annual fee is assessed at the time the card is issued, and subsequent annual fees are billed 1/monthlyTherefore, even though Mr [redacted] paid the balance on his account, the annual fee continued to accrue monthly Mr [redacted] indicated that he did not receive notification of the payments due on the accountHowever, Merrick sent notices of statements each month to the email address he included on his application which is [redacted] Also the account records indicate that Merrick sent emails to Mr [redacted] regarding the past due payments on October 28, and November 15, The credit reporting for the account is correct and accurate according to the records for the account Merrick will not delete or modify the reporting

Complaint: [redacted] I am rejecting this response because:I was lied to by their reps and the company still didn't address the issue why I was lie to more than onceSince then I recently I've had another situation with reps that lie Sincerely, [redacted]

Merrick has placed a temporary do not contact flag on Ms***'s account Ms [redacted] was receiving calls from Merrick on the phone numbers she provided to Merrick because her payments were past due and it is Merrick's policy to contact past due customers up to times per day on each of the phone number provided to us by the account holder until contact is made Contact is made when an account holder speaks to an representative about the account status If Ms [redacted] is having financial difficulties and needs some payment assistance Merrick has many payment plans available She can contact us at ###-###-#### to discuss those payment plans and which ones may fit her situation The temporary do not contact flag will be removed n days

Mr [redacted] opened an account in October He used the account to purchase goods and services and made payments on the accountIn April Mr [redacted] ’s account became one payment past due The April payment had not been received on the account as of the cycle date for the May statement It is Merrick policy and practice to call with a reminder of a late payment on an accountMerrick will attempt to call up to times a day to all of the numbers provided on the account For example, to the cell if provided, to the home number if providedI reviewed the call that Merrick had with Mr [redacted] on April 26, The representative explained to Mr [redacted] the reason for the calls and that if Mr [redacted] made payment arrangements or made a payment then the calls to his number would cease I reviewed the call log and Merrick called the only number on the account between 4-times per day I have requested that the account have a temporary do not call flag placed on it for days, if after that time the account is not current, or payment arrangements made, Merrick will again commence calling to collect on the accountMerrick has many payment plans and options to assist in reducing the balance of the account Mr [redacted] can contact us to discuss which of those options may be available to himOur number is ###-###-#### if he is interested in resolving the outstanding balance of the account

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 Complaint # [redacted] has been resolvedThey found my paymentThank you,*** Sincerely, [redacted]