Merrick Bank Corporation

A review of Ms [redacted] ’s account was conducted On May 31, Ms [redacted] contacted Merrick to file a dispute for a cash advance transaction on the account, during the call Ms [redacted] explained that the transaction from April 13, was not authorized by her Merrick issued a credit to Ms [redacted] ’s account and opened a new account ending in ***Merrick then closed the old account ending in [redacted] because of the apparent fraudulent charges appearing in that account This was done to prevent any further fraud from occurring on the [redacted] account The adjustments to the [redacted] account were completed on August 12, after the investigation into the fraud claim was completed The balance on the [redacted] account that was shown on the online system was correctHowever, for a short time both the [redacted] and [redacted] account histories were viewable online which may be why Ms [redacted] believed the fraudulent charge as being re-billed The total amount of credits, including the interest and any fees that had been assessed to the account is $ Ms [redacted] had also made payments on the [redacted] account during the investigation and when she closed the account there was a credit balance which was sent to her on August 22, in the amount of $ These adjustments are shown on the statement dated August 22, attached for her review

Complaint: [redacted] I am rejecting this response because:The payment I made of $I made over the phone with a rep on 11/WAS the minimum due and was $OVER THE MINIMUM DUEMy minimum due at that time was $That is what the supervisor told me she was going to review on 12/was the call on 11/when the rep told me over the phone before I made $payment that was more than minimum and late fee would be waivedWhy is there no comment made about why that supervisor said on 12/and never called me back? I have had issues with this company before with policies like this and they can never get it right or explain how they are charging me again for another late fee and the response is unacceptable as I made the minimum payment due because the late fee was waived and I did not need to make a $payment and that is what rep told me on 11/Their phone reps who take payments are giving out the wrong info over the phone THEN charging me again later on statement then saying oh no your payment was not the minimumOkay why was the late fee waived on 11/if the minimum payment had not been made?? Sincerely, [redacted]

Mr [redacted] opened an account with Merrick in February and has used the account for the purchase of goods and service On January 7, Mr [redacted] made a payment in the amount of $1, This payment was retuned by Mr [redacted] ’s bank It is Merrick’s policy to close accounts that have high dollar returned paymentsThis is to prevent risk to the Bank The return code on the rejection for the return is Rwhich means account closedThis was the code placed on the return by his bank, Wells Fargo Bank NA Mr [redacted] replaced that payment on January 13, with another $1,payment Upon receipt of this complaint I asked the Credit department to review the account performance and re-instate the account if possibleBased 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

A review of the account was conducted Ms [redacted] opened the account in January and has used the account for the purchase of goods and services During the life of the account there have been address changes The first address was in Los Angeles CA, the second was in Atlanta GA, and now the address is in Philadelphia PA These address changes could have delayed the receipt of both the statements for the account and any correspondence sent regarding late or missing payments The cardholder agreement that governs the account states the following in Section 2: “No matter where Billing Statements are sent or when they are received, your obligation to make timely Minimum Payments and to pay all other amounts owed on the Account is not excused“ “You must notify us immediately of any change to your mailing or email address.” The account notes indicate that there were both letters sent regarding the past due amounts and email reminders sent to Ms [redacted] on several occasions The notes also indicate that customer service spoke to her in November and December regarding the status of the account If Ms [redacted] in interested in a payment plan for this account she can contact us at ###-###-#### to discuss payment options Merrick has several payment plans that she can choose from that will help her pay off the balance of this account

Complaint: [redacted] I am rejecting this response because I made it VERY clear to the rep the reason I was calling was to make sure the payment would go thru due to my bank notifying me about the account being frozen!!!! Good to know what type of company this is going forward though Sincerely, [redacted]

Mr. [redacted] opened an account with Merrick in May 2016 and has used the account for the purchase of goods and services. According to the account history, on June 1, 2017 Mr. [redacted] called Merrick regarding disputed charges on the account. The account notes indicate that Mr. [redacted] disputed one charge.... Mr. [redacted] indicated that a charge of $69.95 from a merchant called Smartdiethelp.com was not a charge he recognized. During the course of the investigation, one of the representatives made an oversight regarding a credit given to Mr. ***’ account from a different merchant as a refund of the disputed charged noted above. The representative therefore mistakenly closed Mr. ***’ dispute. Mr. [redacted] called Merrick on July 12, 2017 and asked for the dispute to be reinvestigated and explained that the credit given was for a different charge from a different merchant. Merrick reopened the investigation and submitted a charge-back to the merchant Smartdiethelp.com. The merchant refused the charge-back but gave a credit to Mr. ***’ account for $5.95 of the $69.95 charge. Merrick sent a letter regarding the status of the claim to Mr. [redacted] on August 15, 2017. The charge for the difference was rebilled to Mr. ***’ account on September 6, 2017. Because of the oversight in this matter, Merrick has provided Mr. [redacted] a courtesy credit for the full amount in dispute of $69.95. He should see this adjustment to his account on the next statement.

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

Complaint: [redacted] I am rejecting this response because: Merrick is lyingOn all Agency Reports the credit card is shown as open! And Merrick has repeatedly marked as missed paymentsIts not my responsibility to have to reach out to Merrick to try and work out what is going onFurther more, Merrick did not make any efforts to contact meI can not log into an account or access anyone at Merrick to confirm anythingI am willing to make a settlement payment if Merrick corrects all agencies and restores the fact that I have not missed any payments between July and now Sincerely, [redacted]

A review of the application was made for the response to Ms. [redacted] ’s complaint. Ms. [redacted] was sent a pre-screened offer in April and she retuned that application via the Merrick Bank website. On the offer there is information about the pre-screen process and the... criteria for the offer to of credit made. I have highlighted those for her review. The offer of an account is contingent upon meeting the criteria that was in place at the time the pre-screen was conducted. Ms. [redacted] did not continue to meet that criteria. Enclosed please find a copy of an application submitted under her name and received by Merrick on April 6, 2016. This was the reason for the inquiry on her credit report. The application shows that it was sent via the internet and was subsequently declined. No account was issued and she was sent an adverse action notice on or about April 7, 2016 informing her that the application had been declined. I have enclosed copies of the application submitted by Ms. [redacted] and an example of the exact offer sent to her. If she does not wish to receive any pre-screened offers she can call the number on the back of the example attached and opt out of those offers. Merrick has/had a permissible purpose for accessing her credit report by virtue of the application submitted. Therefore the inquiry will not be removed.

Complaint: [redacted] I am rejecting this response because: i've already been charged this fee, and since It took to long to receive, I won't be able to receive my funds back Sincerely, [redacted]

Mr [redacted] opened an account with Merrick in March and has used the account for the purchase of goods and services The due date on the account is the 17th of each month The payments for the months of August and September were made after the due dateThis resulted in two late fees being assessed to the account The late fee of $assessed in August was waived as a courtesyA minimum payment is due each month there is a balance owing on the accountA 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 dueMerrick has as a one-time accommodation to Mr [redacted] , waived additional late fees on the account and adjusted the minimum payment due for the month of OctoberMr [redacted] can see these adjustments online or he can contact us to find out what the October minimum payment is

Ms [redacted] opened an account with Merrick in October and has used the account for the purchase of goods and services On January 19, Merrick received a request from Ms [redacted] ’s debt management company to include the Merrick account in the payment plan she had initiated with them Merrick agreed to do so On March 20, Ms [redacted] contacted Merrick and explained that the debt management company had included the Merrick account in error The representative explained to her that the company would need to send Merrick a “drop letter” on their letterhead before Merrick would consider reinstating the accountMs [redacted] was given the fax number to have the debt management company send the letter Merrick has not received that letter from Ms [redacted] ’s debt management company The due date on Ms [redacted] ’s account in the 23rd of each month Payments received on the account were all made online via Merrick’s cardholder websitePayments made online via Merrick’s cardholder website before 12am ET are posted as of the date they are receivedMs [redacted] made payments past the due date for the months of January 2016, June and August Merrick has waived one late fee in the amount of $as a courtesy Ms [redacted] should see this on her next statement Once Ms [redacted] ’s debt management company sends Merrick the letter requested, Merrick will consider reinstatement of the account

Mr [redacted] opened an account with Merrick in April and has used the account for the purchase of goods and services As Mr [redacted] previously mentioned, the payments on the account are due on the 16th of each month A payment of $ [redacted] was received on February 29, and was applied to the account the date it was receivedAn additional payment of $ [redacted] was also received and subsequently returned due to the stop payment placed on the account with the cardholder’s bankBecause of the financial risk related to returned checks, an authorization hold was placed on the account This was in adherence to Bank policy We apologize to Mr [redacted] for the inconvenience this situation causedIt was clear that he was acting in good faith to make a payment on his accountAs of the time of this response, the hold has expired, the Late Fee from February and the Returned Check Fee have both been refunded to Mr***

Upon receiving MsP***'s complaint I requested the Credit Department evaluate whether the account qualified for a credit line increase After that review they have informed me that they will grant a credit line increase on MsP***'s account The reasons for this are mainly due to her excellent account performance As of today her credit line has been increased to $1,She should be able to have access to this increase by tomorrow September 4, Merrick is glad to be able to assist MsP [redacted] and wish her well in the future

It is the policy and procedure of the Bank to check the mail every day except Sunday and Holidays Mailed payments are posted as of the day they are received until 5PM ET

A review of Ms [redacted] ’s account was conducted Ms [redacted] expressed concern over the retention of the payment information when she has made a payment via the automated phone system Merrick retains this information as a courtesy to the account holdersThis is done so that if the account holder does not have their banking account information available the system will tell the caller the bank name and the account ending information If the account holder enters new information the previously retained information is deleted and replaced with the new information The statements sent to account holders do contain the full account numbers However there is no other account identifying information such as the security code or the expiration date on the statementsThese and other pieces of information would be necessary for anyone to use the account without authorization from the account holder If Ms [redacted] is concerned about receiving physical paper statements she can sign up for paperless statements and those will be available for her to view on the cardholder website whenever she wishes If Ms [redacted] were to suspect any unauthorized activity on her account she should contact us right away so that we can investigate any issue and help get it resolved quickly If Ms [redacted] needs assistance with the cardholder website or signing up for paperless statements she can contact us at 800-253-for help

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] ***

Complaint: [redacted] I am rejecting this response because:This is falseI have yet to see a contract from your company that states that I have a contract with your companyOnce again, I am asking for the CURRENT contract I have with your company with my name on itIf you cannot provide this information you MUST delete this information from my credit reports immediately as I have no legal binding contract with your company Sincerely, [redacted]

Ms [redacted] opened an account with Merrick in July and has used the account for the purchase of goods and services The first payment on the account was on August 18, Ms [redacted] ’s account will qualify for a doubled credit line after she makes months of consecutive on-time paymentsThis means that in February 2018, assuming the on-time payments noted above, the account will qualify for the doubled credit line I have attached an example of the offer sent to Ms [redacted] for her account which shows the payment requirement

A review of Mr [redacted] ’s account was conducted Mr [redacted] opened an account with Merrick in March The payment that was returned was the first payment made on the accountThe rejection by Mr [redacted] ’s bank for the payment made on April 25, for [redacted] was retuned on April 26, The return code on the rejection is [redacted] which means “Invalid Account Number” This was the code placed on the return by his bank [redacted] *** Because the payment was returned there was a returned item fee of [redacted] assessed to the account The payment was made online but any return of a payment whether online or by any other means that is rejected for payment the account will incur a returned item feeThe fee will not be waived for this reason When Mr [redacted] opened the account he was provided a pricing appendixHe agreed to pay the fees including returned item/check fees that are associated with the account as shown in the pricing appendix