Merrick Bank: most-reported complaints
Automated analysis of 368 public Trustpilot reviews published 2026-05-11 to 2026-09-23. TrustScore 4.5 from 19,797 total reviews — see the Trustpilot page. Quick answer: is Merrick Bank legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 29% of the 69 complaints identified. Billing errors are the second most common issue, cited in 28% of complaints, while account and app problems make up 14%. Overcharging is reported in 12% of the complaints. Trends indicate that billing error and account problem reports are falling, while overcharging reports are rising.
The company claimed its Trustpilot profile on 2018-04-04, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 12 of 28 in Bank. We last checked this profile on 2026-09-23 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.6 → 4.5 across 11 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (99%, 1.6d) · 2026-08-24 (99%, 1.6d) · 2026-08-27 (99%, 1.6d) · 2026-09-01 (99%, 1.6d) · 2026-09-04 (99%, 1.5d) · 2026-09-11 (99%, 1.6d) · 2026-09-14 (99%, 1.6d) · 2026-09-17 (99%, 1.5d) · 2026-09-20 (99%, 1.5d) · 2026-09-23 (99%, 1.5d).
Severity: 29% of this company’s 69 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2025, 59% of 32 one-to-three-star reviews were 1★; in September 2026, 87% of 15.
Counted from May 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (446 reviews record both dates).
Measured reply time: across 355 negative reviews that received a public reply, the median wait was 1.1 days — the company profile reports an average of 2 days.
Reply quality: of 355 company replies to negative reviews analysed, 24% engaged with the specific problem and 75% were generic templates.
51% of its 277 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 29% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 1,718 of this company’s 19,797 Trustpilot reviews (9%) were written in the last 12 months.
What are the most common complaints about Merrick Bank?
Support unhelpful
20 reports · 29% of complaintssteady“I did not receive the card in the timeframe that was promised, so I called to check the status.”
The company replied on 2026-07-20: “We appreciate you taking the time to leave a review. We take all feedback seriously, as we strive to improve our customers’ experiences. If you still need assistance, please call us at 833-845-1900.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Just terrible customer service”
The company replied on 2026-07-31: “We appreciate you taking the time to leave a review, Ronnie. We take all feedback seriously, as we strive to improve our customers’ experiences. If you're ever in need of assistance, please call us…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They've told me numerous times your refund is coming... It never happens”
The company replied on 2026-09-14: “We’re sorry to hear about your experience, Terri. We understand you've been working with our team to resolve this issue. If you have additional questions, please contact us at 833-845-1900. We're…”
Our classifier read this reply as a template response.
Billing errors
19 reports · 28% of complaintsfalling“I have tried every number i can find to contact them to no avail.”
The company replied on 2026-08-04: “Thank you for reaching out. Please call us at 833-845-1900 for assistance by one of our customer service agents. We're happy to help.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I did not receive the card in the timeframe that was promised, so I called to check the status.”
The company replied on 2026-07-20: “We appreciate you taking the time to leave a review. We take all feedback seriously, as we strive to improve our customers’ experiences. If you still need assistance, please call us at 833-845-1900.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“It’s been 3 days already and they still haven’t taken the money out of my bank account”
The company replied on 2026-08-03: “We appreciate you taking the time to leave a review, Antonio. We take all feedback seriously, as we strive to improve our customers’ experiences. For assistance, please call us at 833-845-1900. We…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Account/app problems
10 reports · 14% of complaintsfalling“They flag or block my card for the smallest purchases”
The company replied on 2026-08-03: “We appreciate you taking the time to leave a review, Madeline. We take all feedback seriously, as we strive to improve our customers’ experiences.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I’m not able to access my account to pay my credit card bill.”
The company replied on 2026-07-23: “Thank you for sharing your review, Sophia. Additional payment options are available at https://www.merrickbank.com/help/ You can also reach us at 833-845-1900 for assistance. We're happy to help.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They ignored both emails.”
The company replied on 2026-09-09: “We appreciate you taking the time to leave a review, Wendy. We take all feedback seriously, as we strive to improve our customers’ experiences. For assistance, please call us at 833-845-1900. This is…”
Our classifier read this reply as a template response.
Overcharging
8 reports · 12% of complaintsrising since 2026-09“their minimum payments is $35 which is ridiculous”
The company replied on 2026-08-08: “We appreciate you taking the time to leave a review, Walt. We take all feedback seriously, as we strive to improve all our customers’ experiences.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they wanted a $6.95 fee to pay with the debit card.”
The company replied on 2026-09-09: “Thank you for reaching out to provide your review, Bruce. We've shared your feedback with the appropriate team. We take all feedback seriously as we strive to improve experiences for all our…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“so many fees and charges that it doesn't even let you breathe”
The company replied on 2026-08-08: “Thank you so much for your review, Ana. Your feedback is important to us, as it helps us continue to improve all our customers' experiences.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
6 reports · 9% of complaintsrising since 2026-09“I have tried every number i can find to contact them to no avail.”
The company replied on 2026-08-04: “Thank you for reaching out. Please call us at 833-845-1900 for assistance by one of our customer service agents. We're happy to help.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They ignored both emails.”
The company replied on 2026-09-09: “We appreciate you taking the time to leave a review, Wendy. We take all feedback seriously, as we strive to improve our customers’ experiences. For assistance, please call us at 833-845-1900. This is…”
Our classifier read this reply as a template response.
“I can never get through to anybody.”
The company replied on 2026-09-18: “Thank you for sharing your review. We take all feedback seriously, as we strive to improve our customers’ experiences. Please reach out to us directly at 833-845-1900. This is a unique number made…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
4 reports · 6% of complaintsfalling“This bank gave them my money and the goods, even though I provided all the evidence”
The company replied on 2026-06-18: “We appreciate you taking the time to leave a review, Pavel. We take all feedback seriously, as we strive to improve our customers’ experiences. Please call us at 833-845-1900 for assistance.”
Our classifier read this reply as a template response.
“Merrick Bank still facilitated the chargeback and allowed the customer to retain both the product and refunded funds.”
The company replied on 2026-05-26: “We appreciate you taking the time to leave a review. We take all feedback seriously, as we strive to improve our customers’ experiences. If you still need assistance, please call us at 833-845-1900.…”
Our classifier read this reply as a template response.
“Stop blowing up my phone!”
Compare Merrick Bank with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.