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:07/12/2025

  Type:Billing 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.

  My account payments are due by the 2nd of each month, never been late, On 6/30/2025 I paid my account off, On 7/5/2025 I still received a billed, called them, talked to a supervisor and he tried to explained to me this would be the final billed of interest, interest on what? My balance is 0. Ask for corporate number and was given **********, called and recording states will get back with you the next business day, well I have called 3 days this week and have not heard from anyone This is so disappointing.

  Business Response

  Date: 07/30/2025

  See attached response.

  Customer Answer

  Date: 07/30/2025

  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.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:07/08/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: FB&T/MERCURY,FB&T/MERCURY Account #: **********,****************Balance:$0.00,$0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 07/17/2025

  See attached response.

• Initial Complaint

  Date:07/07/2025

  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.

  I recently elected a debt consolidation loan with my credit union (Arbor Financial). One of the credit cards that I consolidated was with Mercury Mastercard. The payments were sent to the different credit card companies (by my credit union) in early June. According to the transaction history, Mercury received that payment ($5,233.47) on 6/11/2025. It was then processed and applied to my account - dropping my minimum payment to $0.00. However, I still chose to make an additional payment ($50.00) to the account on 6/16/********* is where the problem begins. On 6/30/2025 (just a few days before my normal minimum payment would be due), they suddenly reversed the large payment made by check by my credit union - meaning that my balance was suddenly very high again and sent me notification that I would be required to also pay a very high minimum payment. I then contacted Mercury on 7/2/2025 to see what the issue was. During the course of that initial phone call, I was told that the check was reversed due to it being "illegible." I stated that it was coming from my bank - so, that seemed highly unlikely. I was then assured that an investigation would be launched and I should hear back within 24 to 48 hours. I did not hear back.I called again today (7/7) to request to speak to someone about this issue. The person that I spoke with next stated that it had been reversed upon client request. I stated that was incorrect - as I had not requested that the payment be reversed. I was then told that an investigation would be launched and I was hear back within 7 to 10 business days - but was recommended that I also call my credit union about the reversed check.I did call my credit union. They had not received the check, nor did they request is be sent back. I have been lied to by Mercury and the funds sent by my credit union have gone missing. In the meantime, I continue to ****** late fees, interest and payment notifications on funds I don't owe them.

  Business Response

  Date: 07/31/2025

  See attached response.

• Initial Complaint

  Date:07/05/2025

  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.

  This is the worst most fraudulent company credit card company I have ever dealt with.. First they charged more than what I agreed to I made a transaction for $1590 when I looked at my transactions on the app it showed $1629.75 so I called as that is not the amount that I agreed to they told me it had to have been the other merchant. Once I went to the other merchant and then sent Mercury proof (fax) that it was them and not the other merchant they still havent fixed it this was four months ago, March 1st 2025, I was told by a manager they understood what I was trying to explain. They seen the proof that I had faxed in and she said she will explain to the dispute department and call me back to finally have this resolved. I never received any kind of calls back. They have just ghosted me since ****** (hoping I will just forget about it). Now today I was charged interest on a balance that I paid off in full (actually more) than what the statement balance was June 4th I got a statement with the total balance (statement balance) of $1748.01 due July 1st. On June 23rd I made a payment for $2328.53 and another payment of $168.89 on June 25th and now on July 4 they charged me $25.39 interest how are they charging interest on something that was paid in full and way over the statement balance they asked for (I just paid the full balance not statement balance) Interest does not get charged if you pay off the full credit card in full before the due date. This is a fraudulent company and you have to keep watching all your transactions or they will rip you off. And I am going to post this on every social media platform ever made including Reddit, ****** ect.said she would call me back. They never called me back. I think they are just trying to get me to forget about it.

  Business Response

  Date: 07/21/2025

  See attached response.

• Initial Complaint

  Date:06/17/2025

  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.

  I am filing this formal complaint against FB&T/MERCURY for including an unauthorized and fraudulent account on my ********************** report. This account, listed below, was opened without my consent or authorization and is negatively impacting my credit profile.Account Details:Account Name: FB&T/***************************** Number: **************** Date: **/9/2021 .Issue:I discovered that the above account is listed on my credit report, but I have never opened an account with FB&T/********************. This unauthorized account does not belong to me, and I did not authorize any transactions or agreements associated with it. The presence of this fraudulent account is severely damaging my credit score and financial stability.I suspect that my personal information was compromised and used to open this account without my permission, potentially as a result of identity theft or fraud. This situation is causing me significant stress and financial harm, and I would like to resolve the matter promptly.Request:I am requesting that FB&T/MERCURY:1. Investigate the fraudulent account immediately.2. Provide proof of any documents or agreements related to this account.3. Permanently remove this unauthorized account from my ********************** report.4. Provide confirmation of the removal in writing.This unauthorized account is having a significant negative effect on my credit report and financial life, and I am seeking your assistance in facilitating the removal of this fraudulent entry from my credit file.

  Business Response

  Date: 06/26/2025

  See attached response.

• Initial Complaint

  Date:06/13/2025

  Type:Order 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 am not obligated for the debt claimed by FB&TMERCURY. There is no contractual agreement between me and FB&TMERCURY, and they have not furnished the original agreement as requested.

  Business Response

  Date: 06/30/2025

  See attached response.

• Initial Complaint

  Date:05/26/2025

  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.

  I am writing to bring to your attention a fraudulent account that was opened in my name with FB&T/Mercury. I am a victim of identity theft and did not authorize this account. Below are the details of the fraudulent ******************************** Name: FB&T/Mercury Opened Date: 8/26/2021 Account Number: **********I respectfully request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, please provide confirmation of the account closure and any relevant documentation related to the fraudulent *********** support my claim, I have attached a copy of my Identity Theft Complaint for your reference.Thank you for your prompt attention to this serious matter.

  Business Response

  Date: 06/05/2025

  See attached response.

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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 am contacting you for assistance in resolving an issue with my Mercury Credit Card account. I entered into a payment settlement agreement for just over $1,100, which began around mid-2024. Recently, I received correspondence indicating that I owed a significantly lower monthly payment. February 2025, I called Mercury and spoke with a representative who informed me that I had one final payment remaining to fulfill my settlement. However, she noted that this payment was late, preventing it from being applied to my settlement, and I would incur finance charges. She escalated my case for review, stating that I would be notified within 30 days regarding my final payment of $198.21. I did not receive any updates regarding this decision. When I followed up in late March 2025, another representative confirmed that if I made the last payment, my account would be satisfied. I mentioned that I had been informed of a lower amount of $129.00, so I scheduled a payment to be deducted from my account on March 26, 2025. In April 2025, I received a voicemail notifying me that my account was past due, prompting me to call back. During my late April conversation, another representative informed me that I had not made the full payment, which I realized was an error on my part. I promptly made the remaining payment of just over $69.00 on April 25, 2025, believing my settlement was now complete.May 23, 2025, I received an email stating that my account was late. When I called Mercury again, I spoke with a representative who questioned whether I intended to pay the late fees. I reiterated that I had completed my settlement payment and that nothing should be overdue. He reviewed my account and claimed that I was missing 4-5 Pymts which isnt incorrect, as agents and supervisors had confirmed the amount owed. I refuse to make any additional payments to Mercury and request your assistance in rectifying my account, and be marked as current to all credit bureaus retroactive to March 2025.

• Initial Complaint

  Date:05/20/2025

  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.

  On May 16, 2025 I got an alert about my credit and upon checking it. It said that there was a new hard inquiry whichI havent applied or done any inquiries at all. This was around 2 am. This drop my credit score by eight points. Later on that same day, it was reversed in my score. Went back up by eight points. When looked to see what the inquiry was on my credit it said FB T/Mercury Financial which Ive never heard of before. On 5/18 the inquiry went back on two my credit report and my school dropped eight points again. I have not applied for any credit cards loans or anything else at all and I need this company to take this inquiry off of my creditreport because its negatively affecting my credit score which Ive been working hard to get up. I have never given this company any type of permission to run any type of reports And I have not filled out any applications of credit to them.

  Business Response

  Date: 05/30/2025

  See attached response.

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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 had fraud committed against my account. In Feb. I was sent a letter saying if I didn't use the card, it would be closed. On February 14th, I used the card at the Cheesecake Factory which I acknowledge. On March 4th, I received a notice of fraud from Mercury. I told them I had not made any of the transactions on March 4th. I was told I would be credited for the charges. The company continues to close out the claim indicating that I swipped the card in which I didn't. I have two ***'s and do not need to use a Taxi. Someone got a hold of my card and used it fraudulently. Please credit my account in the amount of $174.74 plus interest for charges I did not make. I have cards with o% interest and only used this card so it wouldn't close. I am disappointed that it had to come to me filing a BBB complaint!

  Business Response

  Date: 05/27/2025

  See attached response.

  Customer Answer

  Date: 05/27/2025

  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.
  
  Regards,
  
  ******* ****