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:06/03/2024

  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.

  I received a collection notice from Mercury Insurance regarding an auto incident I was not involved in. I contacted my insurance and they promised they cleared my name. For the last month I've been receiving phone calls and mail regarding this claim. My insurance agency says they keep clearing this up but obviously it has not. I've spoken with the collection agency too and they have also said they would clear my name. I'm becoming worried and frustrated this is still on my record and no one can confirm it's been cleared.

  

  Business Response

  Date: 06/10/2024

  Thank you for reaching out to Mercury Broadband. Please
  contact our Customer Support at 1-800-******** and ask to speak to the Customer
  Support Manager.

  Customer Answer

  Date: 06/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service 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 broadband has blocked customers from their ******** when complaints are left there. I am unable to reach this company after hours and their support team is terrible. I was able to get their attention last time with ******** posts and they fixed the issue but now that they have blocked me, all I can do is call in and go through the same steps and get no where. This is a terrible company

  

  Business Response

  Date: 03/06/2024

  Thank you for contacting Mercury Broadband. After reviewing
  your account, we found that we scheduled a work order to fix the issue
  yesterday and we have confirmed that your service is now working. If you are
  still experiencing any issues, please do not hesitate to contact our Customer
  Support team at ************** and ask to speak with the Customer Service
  Manager.

• Initial Complaint

  Date:02/21/2024

  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.

  ETF of $200 was charged because I terminated a poor-performing service with them. I ran a speed test on my phone through their app, but that was not proof enough. Issues were had after the hours they provide customer service 8 pm and according to them I should have called them after the fact the next day so they could fix it.
  Beginning to think that early termination fees are a business' way of saying, " We will get your money one way or the other for nothing because we know our service sucks."

  

  Business Response

  Date: 02/26/2024

  Thank you for contacting Mercury Broadband. We have
  thoroughly reviewed your account and will be sending you a copy of your
  paperwork shortly. If you have any questions or concerns, please feel free to
  contact our customer support team at ###-###-####. 

  Customer Answer

  Date: 02/26/2024

  Number of times I contacted Mercury. Not including the ones my husband has or the website issue submissions from the app. 

• Initial Complaint

  Date:01/19/2024

  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 Broadband is refusing to fix my internet or refund money back.

  

  Business Response

  Date: 01/22/2024

  Thank you for reaching out to Mercury Broadband. After
  reviewing your account, I will be mailing you a copy of your agreement. If you have
  any questions, please get in touch with Customer Support at ************** or
  email us at *****************************

• Initial Complaint

  Date:01/12/2024

  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.

  I cancelled my service on 10/13/23. The billing was already out for 11/1 to 12/1. I am locked out of my online account. I called and was told they would push through the credit. I was never told the credit would not apply until 11/12. Then I moved my banking and closed the bank info associated to this account (didn't update it as I thought the credit would apply). Go the draft notice on 11/1 and called and was told that I would not received a returned check charge. Have been back and forth and they refuse to remove the $20 return check charge. Why would a company wait 30 days to apply a credit for cancelling? They also did not pro rate my month which they said was in the contract. I escalated to a Manager (Michael) and on 12/26 I get an email with no signature saying 'no' to clearing the balance and sending the terms to me again with a statement that I would be charged additional fees. I responded to that email on 12/26 and have not received a reply to date. I did NOT receive a bill for December showing that $20 was still due. I called today and now there is a $5 fee added to the bill for late payment.

  

  Business Response

  Date: 01/16/2024

  Thank you, **** ***** for contacting Mercury Broadband. The
  Customer Service Manager will be in touch with you to talk about your account.
  If you have any other questions, please contact Customer Support at
  ************** and ask to speak to the Manager.

• Initial Complaint

  Date:01/10/2024

  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.

  I had a salesman come by our home and said Mecury has a tower down the road from us and we could get great internet and save money vs what we were paying through another provider. We've had it for 2 weeks and its awful. Keeps going in and out or just fails altogether. I've called and been on hold for and been on hold an hour on 2 separate occasions just to be told theres nothing wrong. I've tried calling back and sending emails with no success.I just spent $15k on new siding and now have a hole through our siding where they drilled for the line and 3 holes on my new facia where they installed my outside box. I want the siding and facia they ruined replaced on their dime and this equipment out with no charge. This is not what I was promised.

  

  Business Response

  Date: 01/22/2024

  Thank you for reaching out to Mercury Broadband. We will
  review your account and have the general manager in the Columbia area reach out
  to you. If you have any questions, please get in touch with Customer Support at
  ************** or email us at *****************************

• Initial Complaint

  Date:10/23/2023

  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.

  I have been a customer for about a year. I work from home. Several times I have been unable to work due to internet being out or very low speeds. The last 3 weeks my speeds have left me unable to work to the fullest. I was told when I signed up that I would have no problem working from home. I have called everyday trying to get info on when this problem would be resolved and no one will give me any info. They just say they are needing to update. I have talked to supervisor. She told me the same thing and was very rude. I'm about to lose my job because of them

  

  Business Response

  Date: 10/26/2023

  Thank you, *****, for
  reaching out to Mercury Broadband. We will review
  your account and have the Customer Service Manager reach out to you within 24
  to 48 hours. If you have additional questions, please get in touch with
  Customer Support at * ************ and ask to speak to the Customer Service
  Manager.

• Initial Complaint

  Date:10/20/2023

  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.

  My husband was talked into doing a 14 day trial with Mercury to see if there internet was better in our living area. He spoke with a sales guy named **** He said that we could try the 14 day trial and that after 14 days we can decide if we want to use the internet. After the 3rd day we had no internet. (I still have frontier at this point as well) So my husband contacted ****, to no avail, and text him explaining that the internet was not working. So we unplugged the internet and stop using it altogether, Then time went on our trial was up by the 13th. We forgot about it because we hadn't been using it. Then my husband called on the 15th and told a customer services person that no one has come to get the equipment and that we did not want the internet because it didn't work. She proceeds to explain they have no 14 day trial and that we owe if we cancel early. My husband never signed into an agreement. We are livid. He contacted **** again, he stated there was a trail and that he was going to solve this for us and we would be good. They came to get our equipment and left Then my husband gets another bill through email that says we owe 205.00 total for service. We did not agree to the service. I spoke with ladies today that were rude and not understanding. They are saying after the 14 day trial it was my responsibility to call them and cancel the service if I didn't want internet with them, Like I told the lady we haven't had service with you. We did a trial and told **** we didn't want the service. He never responded. A trial means begins and ends, They don't even have a card number on file for us but yet they are saying in their terms and conditions it states we were supposed to call in and cancel the service on the 14th day which was a sunday. I read the terms and it doesn't say that at all. It says if we have service and cancel prior to the end of contract we would owe 200 not if we use their trial. We never had the service to begin with it was a trial. She has also refused to send me an email showing that we signed into a contract. I want this canceled now.

  

  Business Response

  Date: 10/26/2023

  Thank you, for reaching out
  to Mercury Broadband. We will review your account and have the
  Customer Service Manager reach out to you within 24 to 48 hours. If you have
  additional questions, please get in touch with Customer Support at * ************ and ask to speak to the Customer Service Manager.

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service 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 have been a customer for more than 2 years, my most recent experiences with Mercury Broadband are unsatisfactory to say the least. After opting for a free upgrade my service has disconnected almost every single day. I have called and been more than cordial and patient with their customer service department, they have sent multiple technicians out to my home and of course I had to be home everytime missing work. The customer service representative would tell me one thing, the technicians would tell me another the communication is non-existent. I have a ten year old child who wants nothing but to be able to play online games with her friends without being kicked offline mid game. There was one night she had a complete meltdown. As an adult who has to pay the monthly bill on time or my service gets suspended, it's very irritating that I can't even use the service as advertised. They claim their Internet service is reliable, it's all over the company vehicles, all over the company website, in my opinion this service is the opposite of reliable as a paying customer that is my opinion and can not understand how it's acceptable to advertise reliability when they have no control over their towers. It has been explained to me that the tower I can connect to in my town has "fiber optic issues" which leads me to be kicked off the tower constantly for several hours at a time. It has also been explained to me that the equipment Mercury Broadband uses on those towers is leased equipment and they have to wait for the owner of the equipment (AT&T) to fix this issue. I have been having these issues for 4+ months and I'm fed up! I call to complain, they have me unplug the power block, I plug it back in, nothing happens. Then I'm told they have to wait to hear back from their technical team and will have to call me back. They stopped calling me back and following up, I have literally been told there is nothing they can do about it. Apparently they think I just have to deal with it!

  

  Business Response

  Date: 10/06/2023

  Thank you, *** *******, for contacting Mercury Broadband. We
  will review your account and have the Customer Service Manager reach out to you
  within 24 to 48 hours. If you have additional questions, please get in touch
  with Customer Support at * ************ and ask to speak to the Customer Service
  Manager.

• Initial Complaint

  Date:09/28/2023

  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.

  My internet didn’t work as promised, I asked for a disconnection in July 2023, they shut my internet off but continue to add charges to my account even tho I do not have internet provided by them to use. I have already switched to a new company. I would like for my services to be discontinued and billing to halt in July of 2023 or immediately if possible.

  

  Business Response

  Date: 09/28/2023

  Thank you for contacting Mercury Broadband; once we have researched
  your account, we will have the Customer Service Manager reach out to you within
  24 to 48 hours. If you have any questions, please contact Customer Support, and
  ask to speak to the Customer Support Manager at **************. 

  

  Business Response

  Date: 10/10/2023

  Thank you, *** ********** for reaching out to Mercury Broadband. Our records indicate that we have tried to contact you multiple times via phone/e-mail that we have on file on your account and are still waiting for a response. If you would like to disconnect, you will need to call the ************** number and speak to the Customer Service Manager so that we can schedule a time to disconnect your services. Thank you for your time. We hope to hear from you soon.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    We are literally sending the same argument statements back and forth which is the entire reason I contacted the BBB in the 1st place. This is the only response I get from you. I have called that number multiple times, and even had a time set up for you to come and you didn’t show up. I will not pay from July 2023 going forward. I have contacted you by phone email and through the BBB requesting a disconnect in services. You’re welcome to come get your things Monday-Friday during normal business hours. They are on my covered porch in a box ready for you to pick up, I have done my best to compromise and make it easier for you. You all have don’t nothing short of made this entire process a pain. 
  
  Sincerely,
  
  
  
  ******* *********