Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,Im reaching out to file a formal complaint regarding an issue Ive encountered with Mercury after they closed my account. Recently, ********************** issued a check of $22,553 USD intended for my business. Unfortunately, the check was issued in my personal name instead of my companys legal name. I have attached screenshot here.While I understand mistakes can happen, this misstep has put me in a tough spot. Depositing the check personally could lead to serious tax complications and potential legal exposure, as it blurs the line between my personal finances and my companys records. Ive contacted Mercury via email & call many time and requested that the check be reissued correctlyto my business namebut so far, they havent provided sufficient support in rectifying the situation.I have attached screenshot ******* simply asking to cancel the old check and reissue a new check to my business name and address <******************************************* >, so the funds can be deposited properly and in line with standard business practices.I value integrity and transparency in financial dealings, and I believe this is a reasonable and necessary step to avoid future complications.I would greatly appreciate your help in getting Mercury to address this situation promptly. Here's some details of my:My Business Name: ******************** My Full Name: ******* ********* Mercury Login Email: ***************************** Bank Account Number: ************ Check Issue: 05/07/2025 Please feel free to reach out to me if you need any additional information or clarification.Sincerely,******* *********

  Business Response

  Date: 07/24/2025

  Please see attached.

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a business account with ********************** on August 28, 2024. On October 10, 2024, they froze and later closed the account without legal justification or noticeviolating contract law and consumer protection statutes. I received no explanation despite over 20 emails and multiple phone calls. The only message i did receive via email was that the remaining funds would be held and wired in 90 days, which they did on January 10, 2025. But I still cannot access the platform. I have requested my banking statements and complete transaction history numerous times, without any response.Due to Mercurys breach of good faith and constructive denial of service, I couldnt pay vendors or fulfill contracts. My business collapsed. The freezeimposed without due processmade operations impossible. This wasnt an isolated event; it was an intentional and prolonged pattern of silence, obstruction, and nonperformance.Mercury is a fintech front-end service that passes deposits to FDIC-insured partner banks. One of these banksEvolve, Column N.A., or Choicewas the legal custodian of my funds and is required by law to provide records under Regulation E, the Truth in Savings Act, and federal record keeping rules. None have complied. Mercurys unjustified account freeze caused tortious interference and destroyed my vendor relationships. I need my banking statements and transaction history, and they have still failed to release them despite multiple requests. I am requesting here that all account statements and transaction history from August 28, 2024, through January 31, 2025, along with identification of which partner bank held my funds, be sent to my email immediately. Thank you.

  Business Response

  Date: 07/23/2025

  Please see attached. 

  Customer Answer

  Date: 07/24/2025

   
  
  I am rejecting this response because: As a fintech program manager, Mercury acts on behalf of one or more FDIC-insured banks ******* N.A., ***********, or **********************). While Mercury may not hold a bank charter, the legal and contractual responsibility to provide account records does not disappear simply because Mercury serves as a front-end service provider. Mercury's continued refusal to release transaction data and monthly account statements prevents me from closing out accounting records, resolving vendor and tax obligations, and understanding what occurred during the 90-day period. These records are not optional; they are standard banking deliverables and are enforceable under their own Commercial Deposit Account Agreement as well as - UCC Article 4A**, including:
     - 4A-204: refunds for delays or misdirected payment orders.
     - 4A-210: duty to notify the account holder of credits or completed transfers.
     - 4A-501: good faith and reasonable commercial standards.
     - 4A-505:customers are not responsible for reporting errors if no records are provided.
   
  

  Business Response

  Date: 07/25/2025

  Please see attached.

  Customer Answer

  Date: 07/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am pleased that they emailed me my bank statements.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 28, 2025, Mercury Technologies issued a check for $24,586.61 after unilaterally closing our business account (************************).Despite sending multiple written instructions from December 2, 2024, to January 25, 2025, confirming the correct mailing address (****************************************************************************************), the check was sent to an old and invalid address (**********************).We have contacted Mercury several times asking them to:Confirm whether the check was cashed;Cancel it immediately if uncashed;Reissue the check to the correct address.We also submitted a formal legal claim on April 2, 2025. However, no action has been taken, and we have received only automated replies. This mishandling of funds is affecting our operations and violates their Deposit Account Agreement.

  Business Response

  Date: 07/18/2025

  Please see the attached in response to complaint ********.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23575138
  
  I am rejecting the businesss response because it fails to provide a clear explanation or resolution to the issue.
  Mercury admitted in their own letter that they mailed a check for $24,586.61 to an outdated address, despite having received my updated address in writing beforehand. They also acknowledged that the check was later canceled.
  However, they now refuse to reissue the payment with no clear justification, other than citing a vague and unexplained breach of Terms of Service. They have never provided any details about what was allegedly violated or how that would justify withholding the entire balance of my business account.
  I find this response incomplete, evasive, and unacceptable, especially given that the funds were originally promised to be returned within 60 days after account closure, and that the delay and confusion were caused by their own error in mailing.
  

  I am requesting that Mercury either:

  
  Provide specific and documented reasons for withholding the funds, or
  Reissue the payment as originally committed.
  

  I will continue to pursue this matter through every available legal and regulatory channel until a fair and transparent resolution is reached.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 07/23/2025

  Thank you for your follow-up. We have reviewed the additional correspondence and, after careful consideration, our response remains the same. All relevant information and context were provided in our initial reply, and no new facts have been presented that would change our position.
  

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: Mercury closed my account and mailed the check to an old address that I no longer use. I had also provided a separate mailing address on file, but they did not send the check there instead, they sent it to the outdated address.I have been trying to resolve this for ************************************************************************************************************************************ wire to another bank account, ********************** has stopped responding entirely.I need help recovering these funds and getting Mercury to cooperate.

  Business Response

  Date: 07/16/2025

  Please see the attached response to complaint 23574576. 

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  mercury suddenly closed my account and issued me a check on my old address but i moved to a new address. so , i have been requesting mercury over email for more than a year to reimburse my funds via bank transfer but there has been no response from their side

  Business Response

  Date: 07/15/2025

  Please see the attached in response to complaint ********.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i received a wire transfer and mercury bank told me that they will send a check within 60 days and they have emailed me or sent me my check

  Business Response

  Date: 07/14/2025

  Please see attached.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against : Mercury Bank / ********************** Nature of Complaint: Unreturned Funds from ******************************* Affected: *********** Complaint Description:I am a non-U.S. resident who owns a ******************* (*********** in *************). I previously held a business bank account with ********************** Bank, which was closed over four months ago while it still held a remaining balance.Mercurys support team informed me via email that the remaining funds were sent as a paper check to my companys U.S. mailing address. However, I never received the check, and the address is currently inactive, as I operate the business remotely from outside ******************For the past five months, I have repeatedly contacted Mercury's compliance team asking to reissue the funds via ACH transfer to another ********* account, but I have received no reply or resolution whatsoever.I am attaching:Email screenshots from Mercury stating the check was ******* repeated requests for resolution.Proof that the address is inactive and I am unable to receive mail there.I kindly request the BBBs assistance in encouraging Mercury Bank or its banking partner (**********************) to take immediate action and refund my remaining balance using a valid transfer method (ACH).Desired Resolution:I am requesting that Mercury reissues my account's remaining balance via ACH transfer to my alternate ********* account or provides a working resolution. I am open to verifying my identity or providing any necessary documents again.Consumer Information:Company: *********** *******************

  Business Response

  Date: 07/02/2025

  Please see the attached in reference to complaint ********.

  Customer Answer

  Date: 07/02/2025

  Dear Mercury Customer Trust Team,

  
  Thank you for your response regarding BBB Complaint #******** and for providing details about the status of my closed account.
  However, I would like to respectfully point out that, according to Mercurys own publicly stated policy, funds remaining in a closed account may be refunded via check, ACH transfer, or wire transfer, depending on the situation and available information.

  
  In my case, I clearly communicated that I am no longer able to access the **** mailing address on file and have also provided documentation of my current situation.

  Given these facts and your own stated flexibility in refund methods I am formally requesting that the remaining balance be refunded via ACH transfer to Another ******* Account.

  
  Since mailing a check to an inaccessible address creates a high risk of loss or non-delivery, I kindly ask that Mercury honor the safer and more efficient disbursement methods listed in its policies.

  
  Please let me know what information you require in order to process the refund electronically. I am ready to provide any verification needed to support this request.

  
  Thank you for your attention, and I look forward to a fair resolution.

  
  Sincerely,
  ***** Reqqi

  Business Response

  Date: 07/07/2025

  Thank you for your follow-up. We have reviewed the additional inquiry and, after careful consideration, our response remains the same. All relevant information and context were provided in our initial reply, and no new facts have been presented that would change our position.

  Customer Answer

  Date: 07/10/2025

  Dear Mercury Support,
  
  I am reaching out again regarding the refund for my account. As I have explained previously, I am a non-U.S. resident and therefore cannot receive a physical check, nor do I have access to a U.S. mailing address to receive one.
  
  Unfortunately, this leaves me with no way to access my funds if a check is the only option you provide. I have requested that you process the refund via ACH transfer to another *************** account that I own, which is a secure and verifiable method, but this request was declined.
  
  Frankly, it is disappointing that Mercury accepted and approved my account as a non-U.S. resident, yet does not offer a refund method that is accessible outside *****************. This puts me in a position where I have no way to retrieve my own funds.
  
  I kindly ask you to reconsider your position and authorize an ACH transfer to my alternate U.S. account. Otherwise, I will have no choice but to seek legal advice or submit a formal complaint to the appropriate financial oversight bodies, including the ****, as this situation may be viewed as an unjust withholding of funds.
  
  I am still hopeful we can resolve this professionally and fairly. I appreciate your urgent attention and look forward to your response.
  
  Sincerely

• Initial Complaint

  Date:06/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing this complaint regarding a serious issue with Mercury Technologies****** In November 2024, our business account with ********************** was closed, and the balance of $24,969 was issued via paper check.We are an international company based outside *****************, and we do not have the ability to receive or cash U.S. checks. Moreover, the check has never been delivered, and its expiration date has now passed.Despite several requests, Mercury has refused to provide an alternative payout method such as ACH or WIRE transfer, which is the only reasonable solution for a non-resident client. This behavior is highly unprofessional and unfair, especially considering Mercury serves international businesses and should accommodate alternative means for returning legitimate business funds.We respectfully request the BBBs assistance in encouraging Mercury to reissue our funds via a proper bank transfer so we can recover our assets.Desired Resolution:We request that Mercury send the owed funds of $24,969 to an international or *************** account that supports ACH/WIRE payments. Paper checks are not an accessible or acceptable option for non-U.S. residents.We can provide any additional documentation required upon request.Sincerely,***** ******* Director, ************** ****************************

  Business Response

  Date: 06/30/2025

  Please review attached.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23501173
  
  I am rejecting this response because:
  I am not satisfied with Mercury Technologies Inc.s response.
  
  Facts:
  Our business account for ************** was closed by Mercury in November 2024, while holding a balance of approximately $24,969.
  Mercury did not issue a check, nor did they offer any method to retrieve the funds.
  They have now stated that the funds will not be returned and that they will not provide any further explanation or assistance.
  Why this is unacceptable:
  No refund issued: Mercury admits no check was sent, yet also refuses to return the funds. This is effectively a confiscation of customer funds without due process.
  No justification provided: Their vague reference to internal factors does not meet any legal or banking standard for withholding client assets, especially when no regulatory freeze or legal seizure is cited.
  Violation of fair banking principles: Mercury opened the account, allowed deposits, and then unilaterally closed it and withheld nearly $24,969 with no legal reasoning, customer support, or restitution.
  Lack of communication: We reached out multiple times to their compliance team and received no detailed explanation, only generic and final statements.
  Please also consider the following points that raise serious legal and ethical concerns:
  No clause in the Terms of Use grants Mercury the absolute right to withhold funds permanently unless required by law (e.g., seizure by a court or regulator). No such legal basis has been provided to us.
  Terms of Use do not specify that Mercury may unilaterally decide to deny all methods of withdrawal, especially to non-residents who do not have access to U.S. check-cashing services.
  Mercurys Terms claim they operate under fair banking principles and are merely a service platform. However, the permanent freezing of customer funds contradicts U.S. banking and consumer protection practices and may constitute a violation of fair banking obligations.
  Their final message stated that this would be their last communication, which implies a refusal to even discuss alternative resolutions, a practice contrary to BBBs emphasis on business transparency and responsiveness.
  This account held $24,969.79, and Mercury has not returned these funds, has not issued a check, and has refused to explain the specific reason for withholding them. This is unacceptable.
  We ask BBB to assist us in pressuring Mercury to release these funds or at least provide a formal written legal justification explaining on what grounds they are refusing to return them.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/07/2025

  Thank you for your follow-up. We have reviewed the additional correspondence and, after careful consideration, our response remains the same. All relevant information and context were provided in our initial reply, and no new facts have been presented that would change our position.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2024, my U.S.-registered business account at ********************** was closed without prior warning. The account held approximately $25,000 . I was later informed that the only way to recover the remaining funds would be through a mailed check after 60 days balance hold.I reside in ********** and have no access to any bank that accepts or processes U.S. paper checks. I informed Mercury's support and compliance teams about this, requesting an ACH or wire transfer instead, but was denied or ignored.I never received the check due to international delivery limitations, and it has now expired. Despite multiple written requests, Mercury refuses to offer any viable alternative to retrieve my companys funds.I believe this treatment is unfair, inaccessible for non-residents, and inconsistent with their own Terms of Use which state that check disbursement is an option, not a requirement. My business is now harmed as a result of my inability to access these funds.

  Business Response

  Date: 06/30/2025

  Please see attached. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23500883
  
  I am rejecting this response because:
  
  I am not satisfied with Mercury Technologies Inc.s response.
  Their reply is vague and avoids directly addressing the actual concern of this complaint. Specifically:
  Unilateral decision to issue a paper check
  Mercury decided to send the remaining funds via paper check, despite the fact that I am a non-U.S. resident and cannot physically access or cash checks within ******************
  There is nothing in their Terms of Use that obligates them to use a paper check as the only withdrawal method.
  I am requesting a written explanation of why this method was chosen, and why ACH or wire transfer which are standard banking methods are being denied in this case.
  Unjustified closure of communication
  Mercury stated that this will be their final communication regarding the matter, even though the issue remains unresolved. This position is not aligned with good banking practices and violates fair and reasonable dispute resolution standards.
  
  Requested Resolution
  Provide a written explanation for why the funds are being returned solely via paper check and not via ACH or wire.
  Reopen communication and offer a legitimate method of funds return accessible to international business owners.
  Confirm the exact balance held and provide a clear timeline for return via bank transfer.
  I respectfully request that the BBB keep this case open and hold Mercury accountable to basic standards of transparency and fairness.
  
  Sincerely,
  
  Said Nuridinov

  Business Response

  Date: 07/02/2025

  No new information to provide.

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23500883
  
  I am rejecting this response because: I don't get any clear response from Mercury
  
  Sincerely,
  
  Said Nuridinov

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mercury Technologies abruptly closed my checking account with no notice and no valid explanation, directly violating my right to transparent banking services. My employer deposited a check of approximately USD ****** into my Savings account at **********************. Despite this, the company repeatedly insists my balance is 0.00, which is factually incorrect. They have refused to provide documentation of this transaction, blocked my access to these funds, and have not forwarded or released the check to my home address or elsewhere upon account ******************************' actions demonstrate a clear lack of transparency and accountability, causing me significant financial hardship, obstructing my ability to access wages rightfully owed to me, and refusing to provide adequate documentation as required by law. By failing to provide timely notice of account closure and withholding my funds without valid justification, Mercury Technologies appears to be in direct violation of the *************** Transfer Act (EFTA), 15 U.S.C. ********************************************************************************************************************************************************************* written explanation if those funds are retained. The ongoing refusal to resolve this matter, provide proof of my funds, or communicate transparently is an unacceptable breach of federal consumer protections.

  Business Response

  Date: 06/18/2025

  Please see the attached in response to complaint 23449055