Mercury Technologies, Inc. CFPB Complaints

2000 Latest Complaints

Date Received	Timely Response	Product	Issue	State / Zip	Submitted Via
12/06/2023	Yes	Checking or savings account Checking account	Closing an account Company closed your account	CA 92660	Web
I received notice of Mercury Account Closure on XX/XX/XXXX at XXXX XXXX PST. An email was received from XXXX with very limited information as to why. I went to log into my account online, and only found a splash screen stating my account status was " Pending ''. When I responded to the email at XXXX XXXX PST requesting new information, I waited more than 12 hours and responded back again XX/XX/XXXX at XXXX XXXX PST asking to speak with someone about this situation. I received the same canned response back at XXXX XXXX PST with language stating that they may not respond back if I chose to continue to reach out. I responded back at XXXX XXXX PST XX/XX/XXXX offering any assistance from our end in resolving this matter with no response. Mercury does not list a contact phone number on their site, and their FAQ actually lists their contact number only available upon login ( which I've been locked out of the account to even obtain that information ). Learning Mercury is backed by XXXX XXXX XXXX XXXX I gave them a call after the lack of support form the email exchange, and was provided a direct number to Mercury support. I called Mercury and spoke with the first agent for nearly 30 minutes who'd mentioned she notated the ticket on the account and that the compliance team would review. She refused to provide any further information, or a human contact in the compliance department stating " all communication is via email with that team and they don't have a phone number ''. She mentioned I may call back in a couple hours to check on things, but they may not have any updates until end of day. I called back nearly XXXX hours later to find they had blocked my number, and I was only able to get through via blocking my number. Upon verifying my account, the agent mentioned that they would not longer be able to assist me over the phone and abruptly ended the call. I've kept ~ {$21000.00} in the account for the past several months with very limited activity only to pay contractors from this account. This amount comes from the original deposit of nearly {$35000.00} when the account was opened several months back, and cleared long ago. I've had XXXX separate accounts within Mercury, and this account has never been in question. I need these funds to pay contractors that are now overdue, and this has put my business in a very dire situation.
02/01/2023	Yes	Checking or savings account Checking account	Opening an account Confusing or missing disclosures	NC 28277	Web
On XX/XX/XXXX, I submitted an online banking application with this company. I asked their account representatives multiple times about their " account is for operational purposes only '' stipulation and I received the below response. " XXXX XXXX, The examples you've provided could be considered operational purposes, however, we always recommend reviewing our terms if you aren't sure about any of these details : XXXX XXXX XXXX To answer your original question, we don't yet offer a sustainability report, however, I'm happy to relay this request back to the team for consideration. Let me know if you have further questions, XXXX '' I proceeded with the application and was later denied to open the bank account. When I asked that my data ( pictures, license, business documents ) be deleted from their database, they refused. When I asked why I was denied the account, no direct reason was given. It is my belief that this company is collecting as much personal and professional data on unsuspecting startups and their founders with no real process for determining legitimate companies and being upfront and truthful about their criteria for account application approval. I've read ALL their terms and don't see any reason why my application was denied and since I'm NOT their customer, why won't they delete my data. ALL the banking regulations they are quoting refers to " customers '' of the banks, not applicants for services and accounts. ALL I want is for them to delete my private and confidential information. Another bank I applied with when ahead and deleted my information when it was determined it wasn't a good fit for my business. Many thanks for your assistance!
04/24/2023	Yes	Checking or savings account Checking account	Managing an account Problem using a debit or ATM card	WY 82801	Web
On XX/XX/XXXX, an unknown person made four unauthorized transactions for a total value of {$2400.00} on behalf of XXXX XXXX using my online debit card. I have been a victim of electronic fraud. When it happened, I was sleeping and when I woke up and saw the transactions ( 3 hours after the incident ), I immediately contacted my bank ( Mercury.com ) and XXXX to report the issue and request that they reject the operation. At first, both organizations asked me for more information, which I provided immediately. 24 hours later ( XX/XX/XXXX ), I received two of the four transactions back with a value of ( {$200.00} and {$800.00} ), but both Mercury and XXXX decided not to take responsibility for the situation and told me that they could not do anything. Mercury, after asking me for my details, wrote to me saying that it was a situation that I had to resolve with the provider ( XXXX ) and that as far as they were concerned, the case was closed, without giving me any further explanation. On XX/XX/XXXX, XXXX sent me a message saying that I should have the money back within the next 7-15 business days. However, on XX/XX/XXXX, they sent me another message saying that they were sorry, but they could not guarantee that I would recover the money. I have been a victim of electronic fraud because the primary use of my card linked to that bank account is through contactless payment ( I do not have a physical card ). Currently, I live in XXXX, and there are several cases of acquaintances who have experienced the same situation. I need help to resolve this situation and recover the remaining {$1400.00}.
04/08/2022	Yes	Checking or savings account Checking account	Problem with a lender or other company charging your account Transaction was not authorized	IL 60610	Web
On XX/XX/XXXX. 2022, our business checking account was fraudulently deducted {$1300.00} by a business called XXXX XXXX XXXX, in California, allegedly using one of our team member 's virtual account numbers. We absolutely did not approve this transaction and were nowhere near the state of California on that date. Additionally, there is no historic log of any of our virtual accounts being accessed by us on that date ( i.e. no IP activity ). Given this apparent hacking of Mercury 's systems, we immediately contacted the bank to request a claim on this money. We have attempted to communicate this issue to Mercury Bank, however, we have been given the runaround that our domain emails aren't working, and that if we can not reply to their emails ( which never arrive ) then they will have to close our window to claim this money back. We have even sent them timestamped screenshots affirming that our emails and domain have always worked, and they refuse to communicate in alternative emails. How does one even use a virtual card number at a car repair shop, anyways? It has been a few months of trying to communicate with them, but they are, as of XX/XX/2022, no longer replying to our emails. This, to us, is a serious violation of our account integrity and we feel violated that our money was so brazenly stolen. Additionally, Mercury 's poor customer service has resulted in serious miscommunications, and in our eventual 'ghosting '. Please contact us to facilitate a resolution at XXXX ( or XXXX if you are still having troubles sending emails ). Thank you very much for any help you can provide in advance.
05/05/2022	Yes	Checking or savings account Checking account	Problem with a lender or other company charging your account Transaction was not authorized	IL 60610	Web
Hi all, First of all, thank you for replying to my original complaint to the Consumer Financial Protection Bureau # XXXX. Your answer was very kind. I am reaching out again and opening up a new complaint because I am asking you to reconsider our claim based on the merits of our case. I understand that you have very specific dispute terms. And I apologize for having taken us so long to submit our answers- frankly it was simple miscommunication between our joint account users. However, I ask that you please reconsider as we did nothing wrong. Our account was compromised through your company 's backend. The faulty transaction was processed through the account 's virtual debit card number yet there was no activity of anyone in the organization even logging into the account on that day, or that week for that regards. Someone, somewhere, accessed our account 's virtual debit card number without having our login information, and then successfully charged a 4-digit amount to a physical PoS several states away than any registered address on our account. Doesn't that scream fraud? Security breach? We disagree that we should be held in contempt for this missing money as we believe it is your duty as a consumer financial institution to safeguard our assets against malfeasance. Once again, please reconsider your dispute claim limits and accept our charge dispute answers, and refund the stolen money from our account. Thank you very much in advance for any help you can provide.
09/07/2023	Yes	Checking or savings account Checking account	Managing an account Funds not handled or disbursed as instructed	CA 920XX	Web
Our Mercury Bank account was locked from online access on XXXX/2023, so that we can not see the balances or any transactions simply because an incoming ACH payment was not in my name. I explained via email to Mercury Bank 's compliance department that the ACH was in a dba of ours and even provided documents to prove that but Mercury has so far ignored us. {$10000.00}. was confirmed via email from Mercury as transferred from the account yesterday to another ( linked, external ) account of ours and they did email us the confirmation that this was done, but this was before Mercury compliance locked the account so now we don't even know what is going on or if Mercury in fact made the transfer. And another ACH deposit arrived in the bank account today and we don't even know what happened to it or what our balance is. This is NOT the way to do business over something as minor as the name on an ACH not matching the account holder name which actually the name DOES match our dba. If a bank has an issue with an incoming ACH it must either accept it or return it to the source it CAN NOT both accept the ACH and then refuse to honor a customer 's order to transfer the funds out - that would be a violation of federal Banking regulations to provide confirmation that a transfer was made and then not make it, let alone to hold funds in our account and also not honor the transfer out request.
08/08/2022	Yes	Checking or savings account Checking account	Closing an account Funds not received from closed account	AZ 85704	Web
Hi, I opened an account with Mercury on the XXXX of XXXX in order to make easier International wire transfers to our pruveyors. After transfering XXXX usd in several transfers due to daily transfer limits which I tried to raise. ( Communicating with their help team ) On the XXXX of XXXX Mercury decided to suddenly close our account and keep the funds until further notice without giving any exact information on why they closed it ( The only reason given was we broke their agreement ) or when will Mercury return the funds. After having tried to communicate with them for over a month and them not replying, just resending the same email over and over I managed get a phone number where they told me they couldnt do anything about i, it was all through the compliance department which resent me the same email after I called. The email says this : Hello, Your account has been closed due to a breach of our Terms of Service and/or your Deposit Account Agreement. Funds are being retained by Mercury at this time and will not be immediately returned to you. Should we return the funds at a later date, you will be notified. Best, I tried to solve this issue with XXXXXXXX XXXX XXXX XXXXXXXX which is the bank that currently holds my Mercury bank account, and they told me I can only solve this issue with Mercury. The company doesnt reply and has no legal right in keeping our money
05/10/2023	Yes	Credit card or prepaid card General-purpose credit card or charge card	Problem with a purchase shown on your statement Credit card company isn't resolving a dispute about a purchase on your statement	CA 91770	Web
Hello. I use Mercury XXXX XXXX Corporate Banking service. They are closing my corporate account in XXXX XXXX man dargon llc I have used their credit card to purchase ITIN service on XX/XX/2022. The seller is XXXX They use stripe to collect the money. This company can't fulfill the service because they are not XXXX, so they can't represent for itin application and they don't refund. I approached Mercury XXXX to file a dispute, but Mercury Bank, suggested that they would not assist in filing a dispute because it was over 60 days old. Here is the reason I asked Mercury XXXX to file a dispute based on the FCBA laws. Here is the FCBA laws. The Fair Credit Billing Act ( FCBA ) requires credit card issuers to investigate billing errors and unauthorized charges. The FCBA sets forth specific procedures that credit card issuers must follow when investigating disputes, including notifying you of their findings within a certain timeframe. My claim : 1. Mercury Bank to file a dispute on my behalf and refund the money for these 2 transactions. Total XXXX. 2. XXXX allows me to dispute and Mercury XXXX to refund me, and then Mercury XXXX refunds me a total of XXXX.
10/30/2023	Yes	Checking or savings account Checking account	Managing an account Deposits and withdrawals	PR 009XX	Web
On Tuesday ( XX/XX/2023 ) at XXXX PM EST, I received an email from a Mercury representative named XXXX from the email address XXXX. This email stated, " Hello { my name }, Were writing to inform you that we can no longer offer you services at Mercury. Periodically, we conduct additional reviews on accounts. After a review of your account, due to the nature of your account activity, we will be closing your account. Funds are being retained by Mercury at this time and will not be immediately returned to you. Should we return the funds at a later date, you will be notified. Were sorry for any inconvenience that this may cause. '' I then emailed Mercury at three separate email addresses : XXXX. XXXX XXXX. XXXX XXXX. XXXX I requested further information regarding the reason for this freeze, when I can expect to have access to my funds, and other related items. As of Monday, XX/XX/XXXX, I have yet to receive any reply or update about my account and my funds.
10/18/2023	Yes	Checking or savings account Checking account	Managing an account Problem making or receiving payments	CA 90803	Web
Online account breached. Debit card used on the following transactions. I notified the bank within 48 hours. They are unwilling to help reverse the transactions and get my money back. They said " After review, we will not be able to proceed with chargebacks for these transactions and encourage you to work with the merchants for any refunds available. '' I know this is not the result you're looking for, but if there's anything else we can assist with please feel free to reach out. Best, XXXX - Disputes Specialist Here are the transactions : XXXX {$95.00} Checking XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX {$100.00} Checking XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX {$290.00} Checking XXXX XXXX XXXX XXXX
11/11/2023	Yes	Money transfer, virtual currency, or money service International money transfer	Money was not available when promised	XXXXX	Web
I made an online purchase from XXXX XXXX XXXX XXXX and transferred XXXXXXXX XXXX = XXXXXXXX XXXX from XXXX XXXX app to XXXX Mercury account holder ( XXXXXXXX XXXX XXXX XXXX ) using international money transfer option on XX/XX/XXXX. XXXX confirmed that the money was received by the recipient bank on XX/XX/XXXX. Since then the money has not been cleared and deposited to recipient bank account. My online order will be cancelled if the recipient don't receive the money in time and it's been almost 4 weeks that I don't have any resolution on this issue.
03/26/2022	Yes	Checking or savings account Checking account	Closing an account Funds not received from closed account	CA 92618	Web
My account has been closed by Mercury Banking for over 13 months now, and they ignored all attempts at legal communications including but not limited to demand letters and personal outreach. I spent money to get my money and they never responded or acted towards the legal outreach. Please hold them accountable to the financial institutional guidelines that they clearly don't seem to abide by. I can still log in to my closed account and see my unmovable and untouchable funds there. Any attempt at communication has been shot down and never responded to.
08/10/2023	Yes	Money transfer, virtual currency, or money service Domestic (US) money transfer	Other transaction problem	FL 33160	Web
To whom it may concern, On XX/XX/XXXX, I made a payment that hasn't arrived from my business Mercury account to my Personal XXXX Checking account. Type of transfer : Domestic wire Date : XX/XX/XXXX Amount : XXXX USD IMAD / Tracking number : XXXX I have provided the IMAD number to the beneficiary bank ( XXXX ) and they haven't been able to locate it so the recipient bank hasn't received the fundsyet. The issuer bank says they can request a recall but they can't guarantee that the funds will be recovered. Best,
09/09/2022	Yes	Checking or savings account Checking account	Managing an account Funds not handled or disbursed as instructed	DE 19958	Web
Hello, Our complaint is mainly for Mercury.com and the accounts provided by them are in XXXX XXXX XXXX XXXX. We've our funds withheld, They initially mentioned that the funds would be withheld for 60 days. Our account was suspended on XX/XX/XXXX and till date we've not received the funds. Our Mercury account email is XXXX, the name of XXXX is XXXX XXXX XXXX XXXX, Account number : XXXX, Routing : XXXX. The total sum of funds which have been unlawfully withheld for over 4 months now is {$11000.00}.
02/08/2023	Yes	Checking or savings account Checking account	Opening an account Unable to open an account	AL XXXXX	Web
On XX/XX/2023 I tried to open a Business Checking Account. So I up loaded all my documents and information that was asked of me. So, XXXX XXXX decided to deny me so I tried to call but could not by phone. So I proceeded by sending a email asking why and they could not give me a reason why I was denied. As a citizen I have a right to now why and would not provide that information to me. So that is why Iam doing this compliant.
11/16/2023	Yes	Money transfer, virtual currency, or money service International money transfer	Other transaction problem	CA 94608	Web
Our business checking account at Mercury Bank ( https : //mercury.com/ ) was sent two wires from XXXX XX/XX/2023 and XX/XX/2023. Mercury failed to inform us that there were issues with their wire transfer infrastructure. The wires totaled $ XXXX. Their customer service has been unresponsive, and it's been 16 days since investigation with no response.
11/10/2023	Yes	Money transfer, virtual currency, or money service International money transfer	Other transaction problem	XXXXX	Web
A payment was processed by a payer in the XXXX to our Mercury Bank account. This payment was made on the XXXX XX/XX/2023 and has yet to be credited to our account. I had provided the tracking number, amount, etc and to date no feedback has been provided.
02/06/2024	Yes	Checking or savings account Checking account	Closing an account Funds not received from closed account	CA 94303	Web

02/02/2024	Yes	Checking or savings account Checking account	Closing an account Funds not received from closed account	GA 30032	Web

01/22/2024	Yes	Money transfer, virtual currency, or money service International money transfer	Other transaction problem	NY XXXXX	Web

01/09/2024	Yes	Checking or savings account Checking account	Problem with a lender or other company charging your account Transaction was not authorized	CT 06905	Web

01/08/2024	Yes	Checking or savings account Checking account	Managing an account Deposits and withdrawals	XXXXX	Web

01/06/2024	Yes	Checking or savings account Checking account	Closing an account Company closed your account	XXXXX	Web

12/20/2023	Yes	Checking or savings account Checking account	Closing an account Company closed your account	DE 19904	Web

12/19/2023	Yes	Checking or savings account Checking account	Managing an account Problem using a debit or ATM card	GA 30324	Web

11/30/2023	Yes	Checking or savings account Checking account	Managing an account Deposits and withdrawals	NY 10111	Web

09/21/2023	Yes	Checking or savings account Checking account	Closing an account Funds not received from closed account	XXXXX	Web

09/20/2023	Yes	Checking or savings account Checking account	Closing an account Funds not received from closed account	XXXXX	Web

04/13/2023	No	Checking or savings account Checking account	Managing an account Deposits and withdrawals	XXXXX	Web

11/28/2022	Yes	Checking or savings account Checking account	Managing an account Banking errors	LA 70117	Web

09/01/2022	Yes	Checking or savings account Checking account	Managing an account Problem using a debit or ATM card	CA 90036	Web