Consumer complaint received 2026-01-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Mercury Financial Intermediate LLC
State: MN

Complaint narrative:
I became a customer of XXXX XXXX in XXXX XXXX and as on mid XX/XX/XXXX, I had paid the card off. I was going to just leave the {$1000.00} credit limit open on my account in case of emergencies because my husband and I are trying to buy a new home soon and didn't want an innuse with balances on our credit card. 

I decided a few weeks ago to add my children to my account to help them establish their own credit and just got their cards ijn the mail the other day. Tonight, I went into the app to activate my son 's card and noticed a {$150.00} annual fee on my account. I had never had an annual fee on my account before so I called their customer service number. Now, I do not get regular mailings from Mercury. As a matter of fact, I haven't recieved a statement or anything in at least 6 months. I pay my monthly bill through the app I have on my phone. 

So when I got through to customer service this evening ( XX/XX/XXXX at approx. XXXX XXXX  ) I spoke to a representitive named XXXX. I asked him why there was an annual fee on my account, to which he informed me that sometime in XX/XX/XXXX I was sent a letter stating that they were going to charge me an annual fee and that I had until XX/XX/XXXX to opt out. I told him that I never got a letter and haven't recieved anything from XXXX ( except the new cards ) in at least 6 months and had I known about the annual fee I would have closed my account when I paid it XXXX in mid XXXX. XXXX placed me on hold for a few minutes and came back saying that " the higher ups said that we are not allowed to remove the annual fees '' but offered to give me a {$50.00} credit on my next billing statement. I declined. I paid off my account, was not aware of this annual fee and AM NOT going to pay for it. 

I then asked to speak to a supervisor. 

XXXX transferred me to a man named XXXX or XXXX who identified himself as a supervisor. I again explained that I did not know about this annual fee, did not get any mailing from XXXX back in XXXX even though XXXX insisted it was sent and had I got the letter, I would have opted out becuase none of my other credit cards have an annual fee on them and who in their right mind would agree to an annual fee if they had never had XXXX in the past. I also told him, again, that I haven not recieved any statements, letters, etc ( except the new cards ) in at least 6 months. I told him I wanted the fee removed and he told me that " the executives have told them they can not remove the fees and they have to follow policy ''. I told him I was not going to pay this fee since I did not agree to it and I was never notified that I could opt out. I let him know I was going to file a complaint with the MN Attorney General 's office because I am not going to pay the annual fee. He took down my information, told me I had been a customer since XX/XX/XXXX ( when I asked him ), that he closed the account and would be submitting the feedback to management. I ended the call and am on here filing the complaint as I said I would.

Company response to consumer: Closed with monetary relief