Merrick Bank Corporation

Merrick Bank is in receipt of your complaint dated February 26, regarding possible reimbursement and the customer’s concern about Merrick Bank not receiving payments she made onlineAfter reviewing the cardholders account, I was able to determine in September 2014, the cardholder was offered a fee waiver programWith this program, the cardholder had to make a payment of a certain amount and Merrick Bank would in turn, waive a set amount of fees in the form of a credit to the accountOn September 22, Merrick Bank received a payment of $ [redacted] and as previously promised, fees in the amount of $ [redacted] were credited to the account on October 1, 2014.The payment made in September was made after the due dateThis caused a late fee to be added to the account and as a result, increased the minimum amount due the following monthWhen the cardholder paid her account in October, she did not pay the full minimum payment due and as a result was late againThis pattern of not making the full minimum payment has continued every month since October Merrick Bank is receiving the cardholder’s payments however the payments are not enough to satisfy the minimum payment dueCustomer service has offered numerous payment options for the cardholder yet the cardholder has not taken advantage of any of the recent programs offered to herMerrick Bank would be happy to work with the cardholder to make payment arrangementsAt this time the account is delinquent but open If the customer needs a new card, one can be requested through customer service when the account is brought current

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 Thank you for your assistance in this matter Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: As I stated in a previous correspondence this morning to [email protected], Merrick Bank never credited this amount to my accountI am attaching the portion of my account history showing all charges and credits from the period in questionYou can see the original charge on 2/15/to Best Western and all of the charges and credits for April, and clearly, I was not credited back the amount that they are saying they credited.I asked Merrick Bank to re-open the dispute because I never received a credit on my account and never got any notification from them as to their resolution in the matter Last week I sent them a receipt that I found for a one-night stay at the same hotel from for approximately $and change for the same standard room typeMy original dispute was not that I wanted to pay nothing for the stayI just wanted to pay their published rate and not be charged double for no reasonIt's price gougingI never agreed to pay over $for a room that costs $plus taxTo my knowledge, in all of this time, Merrick Bank has still not contacted the vendor for their explanation why they would charge me double their published rate for a one-night stay in a standard room It feels as though Merrick Bank is not backing their customers up in disputesThanks for your assistance Sincerely, [redacted]

Ms [redacted] opened the account with Merrick in June and has used the account for the purchase of goods and services The account became delinquent in December On January 6, Ms [redacted] contacted Merrick and requested assistance on the account The representative who spoke to her offered a temporary payment program Under that program her interest rate would be reduced to 6% for the life of the repayment program The amount of the payment would be $after an initial $payment Late fees would be reduced to $for each payment that was received after the due date The plan began in February and lasts for months Merrick has investigated the credit reporting on Ms***’s account and have updated it to reflect paid as agreed under the payment program Ms [redacted] should see the update to her credit report within days of this response

A review of Mr [redacted] ’s account was conducted Mr [redacted] opened an account with Merrick in January and used the account for the purchase of goods and services The account was charged off for non-payment in June 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 ###-###-####

Ms [redacted] was the authorized user on an account under the name of [redacted] who according to the application was her husbandHe added her as the authorized user at the time the application was submitted and she was removed upon receipt of this complaint Merrick has made a request to delete the trade line under Ms [redacted] name as the authorized user on the account This request can take up to days for the credit reporting agencies to processMs [redacted] will want to check her report after that time to confirm the request has been processed

Ms [redacted] opened an account in February and has used the account for the purchase of goods and servicesThe payments on the account are due on the 21st of each monthThe most recent payment received and posted to the account on May 10, 2018, but the corresponding credit was not immediately availableMerrick’s policy allows the Bank to put a hold on available credit for a specified number of days when certain payments are receivedThe Bank’s internal criteria takes into consideration a number of risk-based factors when determining whether to float a payment and, if so, for how longThe payment made on May 10th was returned for insufficient funds on May 14thUnder Section of the cardholder agreement titled “About the Credit Limits on the Account” it states as follows: We may in our sole discretion decline to permit use of a portion of the credit limit equal to the amount of the payment or credit for up to days from the date postedThis delay in increasing your available credit will not affect the proper crediting of your payment or credit to Purchase, Cash Advances, and finance charges, and will not alter the calculation of finance charges I reviewed nine calls that Ms [redacted] made to Merrick between May 8th and May 14th regarding the delay of the credit line increase All of the representatives gave Ms [redacted] accurate information regarding this process, when the credit would be released, and how she could get the credit released sooner by sending in certain informationHowever, calls on May 4th and May 9th appear to have involved miscommunication between Ms [redacted] and the representative where Ms [redacted] mistook the posting of the payment to be when the credit would be made availableWe apologize for the inconvenience this caused Ms [redacted] The credit for Ms [redacted] ’s two most recent payments were made available on May 15th and May 16th as was disclosed to her on calls from May 11th and May 14th

Complaint: [redacted] I am rejecting this response because:I have been a customer for more than yearsI started with a blank credit scoreYou have increased my credit on the account multiple times because I have now established a good credit scoreYour APR is stated as "variable", but I have not seen it vary from 25% at all in more than yearsWhy would I accept your claim of a resolution where you do not honor your customer? This is crooked business at it's best right here with Merrick! Sincerely, [redacted]

Merrick does not give on demand credits or credit line increases We apologize that you felt you did not receive the kind of service you expected

Complaint: [redacted] I am rejecting this response because:Merrick took the same inefficient sloppy attitude to my complaint as the reps who answer the phone namely that if they bothered they would have seen that the password was changed by the rep to W12% and it did not workWhat could be more useless than a rep who can't even give a password that worksI most definitely would welcome another way to access the site as it is my firm belief after logging into literally hundreds of sites that Merrick has intentionally made the site difficult in order to collect extra late fees when customers can't log in Not being paid to get online help is fine but not being paid to have a rep who has so little training that they can't even find a solution so simple as logging into the site their work for and this is just not acceptable Sincerely, [redacted]

Mr [redacted] opened an account from Merrick in May He used the account for the purchase of goods and services The account became delinquent and subsequently was charged-off in February Mr [redacted] agreed to pay $ [redacted] on the account balance of $ [redacted] Merrick received and posted that to the account in March, The account status was updated to settled for less than the full balance was a charge off This is the reporting on the account todayMerrick does not accept payment for credit bureau deletions The history of the account is maintained by the credit reporting agencies Good credit information can remain on a file indefinitely; derogatory information can remain on a file for 7-years Merrick is required under the Fair Credit Reporting Act (“FCRA”) to accurately report the status of accounts it reports to the credit bureaus The various status’ reported on Mr [redacted] ’s account were and are accurate for that given point in time and Merrick will not remove or alter that information To do so would be a violation of FCRA and Bank policy I have enclosed a copy of what is being reported to all three bureaus for Mr [redacted] ’s information

Merrick has made a thorough search of payments it received for the time period that Ms [redacted] and One Main Financial sent the payoff check for her account The copy of the check provided by One Main Financial does not contain any identifying information that would help Merrick find this payment Our payment processing vendor has reviewed the check copy and confirmed that none of the information on the check indicates that it received the check or processed it for MerrickWe have reached out to One Main Financial and requested that it contact its bank, Bank of America, to investigate who remitted this payment, but have not received a response Ms [redacted] will need to work with One Main Financial to find out where this money was sent Merrick Bank did not receive this payment and therefore cannot payoff Ms [redacted] ’s account

Attached is an example of the exact solicitation that Mr [redacted] received for a Merrick Bank card This is a firm offer of credit contingent upon the applicant continuing to meet the criteria as obtained in the pre-screen prior to the offer being sentMr [redacted] ’s application was denied because his FICO score no longer met the qualifications for the offer among other reasons The pre-screen process takes place two months prior to the offer of credit The application allows Merrick to obtain a full credit report once it is received The offer of credit is contingent upon the applicant meeting the criteria that was in place at the time the pre-screen was conducted Because of the issue noted above Mr [redacted] ’s application was declined Merrick will not remove the inquiry made on his credit fileMerrick had permissible purpose to review his full credit file when he submitted the application

Complaint: [redacted] I am rejecting this response because: I am receiving statements from a merrick acct [redacted] and several phone calls per day from merrick regarding an acctI want to get this matter settled and arrangements madeThey can either contact me by regular mail or email [redacted] @aol.com I thought I had correct acct number in my first response correct me if I was wrong sorrybut the one on the recent statement is in this messageThank you [redacted] Sincerely, [redacted]

Merrick’s records show that Ms [redacted] opened an account with Merrick in April and used the account for the purchase of goods and services The account history shows that Ms [redacted] ’s account had a recurring payment schedule set up on the account with payments being remitted from an account ending in from Founders Federal Credit Union One payment for $made on April 16, was returned unpaidThat was the last payment remitted for the accountWhen Ms [redacted] ’s account charged off in June the recurring schedule of payments was cancelled However, in the process of changing the status of the account from active to charged off there was a system error which remitted a payment originally scheduled for July Merrick apologizes for this issue If Ms [redacted] incurred any fees associated with this issue she can submit proof of those fees to Merrick and we will review them for reimbursement to her She can contact customer service at 800-253-for information about how to send that information

Ms [redacted] can contact us to discuss her account and find out what options are available to her regarding the account balance A hold on releasing the available credit line does not mean the payment is not posted All payments are posted but pursuant to the cardholder agreement Merrick will delay releasing the available credit line to be used by the account holder This is what the representative was explaining to Ms [redacted]

Ms [redacted] opened an account with Merrick in November and has used the account for the purchase of goods and services Ms [redacted] ’s account was placed on a payment program at her request through Family Credit Management, in August with a payment due on or before the 2nd of each month in the amount of $The account was payments past due at the time the account was placed on the payment plan At the time the account was placed in the program, Merrick sent a letter to Ms [redacted] explaining how the payment program works During the course of the payment plan there were late and missing paymentsBecause the account payments were not made per the agreement the account was charged off in December Merrick has no relationship with Family Credit Management, nor does Merrick have any information as to what disclosures were made by Family Credit Management to Ms [redacted] regarding how the payments were to be processed or what the timing of those payments would be Merrick processed all of the payments on the date they were received by Merrick The credit reporting provided to the reporting agencies is correct and accurate according to the account history and will not be removed or modified This would be a violation of FCRA and Bank policy

Ms [redacted] will need to send a dispute regarding any credit reporting to Merrick via the CBR's Merrick will investigate any disputed reporting and will correct as necessary if there are errors found This would include any information regarding the payment issue that had previously occurred on the account

Complaint: [redacted] I am rejecting this response because: The debt increased by less than 65.00, which was not provided in any type of correspondence of this alleged debtIn addition, on this debt that was charged off as a loss, it was coded on my report as a "missed payment." This was not a missed paymentThere was no correspondence sentI would like this charged off account removed from my reportIt violates ethical practices Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They failed to address the deceptive and inaccurate reporting on their website or the poor customer service I receivedTo date I still have not received a phone call back from the Manager I left a message for to discuss this matter in detailAs viewed in the attachments the late fees were clearly assessed to the account after the payment was madeThe claims that the late fee was assessed prior are inaccurate or at the very least deceptive and misleading according to the records they provideThe response also failed to acknowledge the payment scheduled in their system for the August paymentBased on the poor customer service received from Merrick Bank I have scheduled a payment via their website to pay the balance in fullI request that the account be closed once the payment processes and a confirmation email be sent indicating that the account is closed Sincerely, [redacted] ***