Consumer complaint received 2025-07-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Mercury Financial Intermediate LLC
State: NJ

Complaint narrative:
On XX/XX/2025 at XXXX XXXX XXXX XXXX wrote : Hello : XXXX XXXX XXXX XXXX XXXX XXXX I have received provably over 100+ emails regarding all of the fraud that has hit multiple cards that were stored and apparently hacked on my XXXXXXXX XXXX  Those have all been cancelled and I will 100 % no longer use any services that store ANY of my payment ( s ) account information. I am currently out a few XXXX dollars from my personal bank account via my debit card stored on XXXX XXXX as well. 

After doing my own investigation it is clear that each card that was used fraudulently without my knowledge and/or consent are all linked to the same email address I used for all my banking information specifically ; the address being : " XXXX ''. It took me nearly five business days to regain control of, which I have now. Can you please let me know exactly which email address ( s ) were used to place these orders please? 

I also have created a completely new email address that I would like to replace whichever current one is on file. Additionally, can you please either call me or let me know the last 4 digits of any card ( s ) that were used ; and now cancelled. Lastly, we live in an estate community that has one massive mailroom hub for every dwelling in which any and all mail and packages are delivered to. We do not get any packages delivered to our buildings, as they all go to the mailroom. 

I do not have a full count, but I received multiple packages from XXXX which I marked return to sender, and were picked up by XXXX from the mailroom. We also had to spend a lengthy amount of time scheduling XXXX to pick-up XXXX packages specifically to come directly outside our building. XXXX came for a pick-up, and we gave them numerous packages to which they helped tape the return information to the boxes and loaded onto his truck. I currently have 4 packages left, 1 being HUGE and extremely heavy. I had to literally pay {$40.00} to the property maintenance workers to lift onto their truck and carry it into our home from the mailroom which I could not lift due to medical restraints. So, now I'm personally storing these fraudulent purchases which is another huge inconvenience, eye sores, and taking up a lot of space to constantlywalk around for months. 

I have no clue what XXXX account was used for all these orders. My XXXX account is still under my control and does not reflect any purchases I did not authorize. After spending hours on the phone with XXXX, they are not willing to provide me with ANY information to this account that was used. I've been told I need to pay the bill in total which is around {$2000.00} and then they can provide me the information and access to this false account. 

This is one of the many emails I've sent, and countless calls I've made to try and get this sorted out. I have not had ONE single callback, email, physical mail, nothing! I really need some answers as my XXXX credit card account has reversed ALL the charges back to my account and are incurring over 30 % each month. So, now XXXX alone has all the packages I returned ( plus the few I'm storing for free ), and all the money for these items as well. XXXX, you claim to guarantee XXXX % fraud liability, yet I am being held responsible and no one is returning my calls, but XXXX taking my money each month for $ XXXX of products I never authorized, and additionally have returned anything I did receive for whatever reason! I am going to pursue applicable civil or criminal charges if this is not resolved as I've been an open book throughout this complete and unacceptable handling of fraud liability that XXXX XXXX credit card company claim to " provide XXXX % fraud liability ''. 

PLEASE BEGIN CORRESPONDING, XXXX XXXX XXXX XXXX P.S. Moving forward XXXX, is there any way that you could send a confirmation of any purchase of {$500.00} or more to even my own account that is still open BEFORE charging or shipping ANY items? 

Here is just XXXX email from XXXX. 

On XX/XX/2025 at XXXXXXXX XXXX cb-info XXXX wrote : Hello, We are writing to let you know that your credit or debit card issuer received a report of unauthorized use of your card. A reversed transaction was placed on the XXXX account related with this email address. The transaction details are included here. 

If you want to cancel or withdraw the dispute, contact your card issuer. 

If you have approved this transaction, your card issuer has withdrawn the funds, and we still need payment for the order. To pay for this transaction, we can charge any valid card that has been previously registered to your XXXX account. 

To pay for the orders, reply to this email with the following information : -- A list of all the order numbers that you would like to repay now -- The type of credit or debit card that you would like us to charge and its last XXXX digits -- Your authorization allowing us to charge the card We can not charge any cards not registered to your account. To add a card, go to " Your Account '', click " Your Payments '', and click " Add a payment method '' : https : XXXX For your security, do not send full card numbers by email. 

You can also use any gift card balance you have in your account to pay for this order. 


Refer to the following transaction details : -- Order number : XXXX -- Order date : XX/XX/2025, XXXX -- Disputed amount : XXXX USD -- Payment type : Visa -- Account number : * * XXXX -- Items in the order : XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for XXXX USD You might receive more than XXXX notification email about this order and any other disputed orders. 

You can approve repayment for any or all disputed orders in a single response. To do so, just include the order number of the other dispute notifications in your reply. If you choose this option, you do not need to reply to the other emails. 


If you returned the merchandise, send us the tracking information. 
You can expect a response from us within 24 hours of receiving your email. 

If you believe that an unauthorized party may have accessed your account to place this order or have any further questions, you can contact our customer service team by visiting the contact page : XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief