Consumer complaint received 2025-05-20 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: Mercari, Inc.
State: WI

Complaint narrative:
I am filing this complaint due to Mercari 's ongoing refusal to release funds from a {$75.00} sale, despite all requirements being met on my end. I have been a reliable seller on Mercari for months, with nearly {$3000.00} in total sales and full compliance with their platform rules, taxes, and shipping procedures.

In this case, Mercari is falsely claiming that the name and address on my debit card do not match the name and address on my account. I have personally verifiedmultiple timesthat all information is correct and consistent across my Mercari account and every debit card I use. I have contacted all of my financial institutions, and there are no mismatches. My name and address are identical across all platforms and payment methods.

I suspect Mercari has improperly linked my current account to an old Mercari account I canceled before I legally changed my name. Despite opening a new account with my fully updated legal name and addressand submitting valid legal identification to confirm thisMercari seems to be referencing outdated personal information in the background that I can not access or edit. While my current account information clearly shows my correct legal name and address, their system appears to be comparing my payment info against invisible, possibly archived data from my old account under my deadname.

This raises serious concerns about their data management practices, including whether Mercari is storing or linking user data in hidden, unauthorized ways. If they are maintaining or referencing deadname records after receiving updated legal ID, that could constitute discriminatory handling of personal data and potentially violate privacy and consumer protection laws. I am asking for an investigation into how Mercari stores and links customer information, including whether they are keeping back-end records of former names or linking accounts by email or other metadata without transparency or consent.

Additionally, Mercaris customer service has been completely nonfunctional throughout this ordeal. They closed my help ticket without resolution, and all replies I received were clearly automatedoften irrelevant or nonsensical. I have called every phone number available, but no live person is ever reachable. I have opened a new ticket, but based on my experience, I do not expect timely or helpful support.

Further, this issue was exacerbated by shipping delays. Although I shipped the item promptly, the buyer experienced delays beyond my control. Mercari refused to release the {$75.00} payment to me until the item was delivered. I am now weeks past the expected payout date, left unable to access my own money during a time of financial hardshipeven though I fulfilled all obligations as a seller.

This situation has left me feeling defrauded and helpless. Mercari is falsely claiming inconsistencies that dont exist, blocking me from accessing my own earnings, and offering no human support to resolve a serious issue. I am requesting a formal investigation into their data practices, customer service handling, and financial withholding of legally owed funds.

Company response to consumer: Closed with explanation