Consumer complaint received 2025-03-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Mercury Technologies, Inc.
State: WY

Complaint narrative:
Detailed Summary of the Complaint On XX/XX/XXXX, at XXXX PM, an ACH transfer of {$1000.00} was initiated from my Mercury Checking account ( XXXX ) by XXXX XXXX XXXX via XXXX XXXX XXXX to XXXX XXXX XXXX. The transaction was processed through Mercury Bank and sent via XXXX XXXX Bank. 

After realizing the payment needed to be recalled, I contacted Mercury Bank on XX/XX/XXXX, to initiate an ACH recall. Mercury Bank assured me that they submitted a Letter of XXXX ( LOI ) to XXXX XXXX Bank as part of the standard recall process. 

On XX/XX/XXXX, I followed up after not receiving confirmation that XXXX XXXX had acted on the recall request. Mercury Bank reissued a second LOI after XXXX XXXX did not respond to the first XXXX. 

On XX/XX/XXXX, Mercury Support informed me that a second LOI had been sent, and they would update me if they received a response. 

On XX/XX/XXXX, I escalated the issue, requesting that Mercury : Pursue alternative recall measures beyond the LOI, since XXXX XXXX was unresponsive. 
Confirm whether the funds were held in a suspense or unallocated account at XXXX XXXX to allow for manual intervention. 
Provide evidence that Mercury exhausted all available ACH dispute mechanisms, including any regulatory pathways under XXXX XXXX XXXX guidelines. 

Mercury Bank refused to provide further assistance, stating that they had sent the LOI XXXX times but could not provide a copy of the document. They also claimed that because XXXX transfers do not use the SWIFT network, a XXXX recall could not be issued, despite XXXX XXXX 's explicit instructions requesting a recall via authenticated SWIFT. 
Key Issues with Mercury Banks Handling of the Recall Failure to Provide Documentation : Mercury has refused to provide a copy of the LOI to me, citing " XXXX XXXX policies. '' This lack of transparency prevents me from verifying that the XXXX was ever properly sent. 
Failure to Ensure Effective Resolution : Despite knowing that XXXX XXXX had not responded to XXXX LOI requests, Mercury made no further effort to escalate the issue or pursue alternative recall mechanisms. 
Inconsistent Information Regarding ACH Procedures : XXXX XXXX has explicitly requested a recall via authenticated SWIFT, yet Mercury insists this is not possible. Mercury has failed to communicate directly with XXXX XXXX to resolve this procedural discrepancy. 
Failure to Assist in Recovering Funds : As the remitting bank, Mercury is responsible for facilitating the recovery of misdirected funds. Their lack of proactive follow-up and refusal to escalate the matter places the financial burden solely on me. 

Resolution Requested I request that Mercury Bank take the following actions immediately : Provide a copy of the XXXX so that I can submit it directly to XXXX XXXX Bank for verification. 
Engage with XXXX XXXX Bank directly to clarify the appropriate recall process, as XXXX XXXX has requested a recall via authenticated XXXX. 
Confirm whether the funds are currently held in a suspense or unallocated account at XXXX XXXX, allowing for potential manual intervention. 
Demonstrate that all available ACH dispute mechanisms have been exhausted, including any regulatory pathways under U.S. ACH network guidelines.

Company response to consumer: Closed with monetary relief