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:06/03/2024

  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 received a collection notice from Mercury Insurance regarding an auto incident I was not involved in. I contacted my insurance and they promised they cleared my name. For the last month I've been receiving phone calls and mail regarding this claim. My insurance agency says they keep clearing this up but obviously it has not. I've spoken with the collection agency too and they have also said they would clear my name. I'm becoming worried and frustrated this is still on my record and no one can confirm it's been cleared.

  

  Business Response

  Date: 06/10/2024

  Thank you for reaching out to Mercury Broadband. Please contact our Customer Support at 1-800-******** and ask to speak to the Customer Support Manager.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service 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.

  Mercury broadband has blocked customers from their ******** when complaints are left there. I am unable to reach this company after hours and their support team is terrible. I was able to get their attention last time with ******** posts and they fixed the issue but now that they have blocked me, all I can do is call in and go through the same steps and get no where. This is a terrible company

  

  Business Response

  Date: 03/06/2024

  Thank you for contacting Mercury Broadband. After reviewing your account, we found that we scheduled a work order to fix the issue yesterday and we have confirmed that your service is now working. If you are still experiencing any issues, please do not hesitate to contact our Customer Support team at ************** and ask to speak with the Customer Service Manager.

• Initial Complaint

  Date:01/19/2024

  Type:Product 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.

  Mercury Broadband is refusing to fix my internet or refund money back.

  

  Business Response

  Date: 01/22/2024

  Thank you for reaching out to Mercury Broadband. After reviewing your account, I will be mailing you a copy of your agreement. If you have any questions, please get in touch with Customer Support at ************** or email us at *****************************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair 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 cancelled my service on 10/13/23. The billing was already out for 11/1 to 12/1. I am locked out of my online account. I called and was told they would push through the credit. I was never told the credit would not apply until 11/12. Then I moved my banking and closed the bank info associated to this account (didn't update it as I thought the credit would apply). Go the draft notice on 11/1 and called and was told that I would not received a returned check charge. Have been back and forth and they refuse to remove the $20 return check charge. Why would a company wait 30 days to apply a credit for cancelling? They also did not pro rate my month which they said was in the contract. I escalated to a Manager (Michael) and on 12/26 I get an email with no signature saying 'no' to clearing the balance and sending the terms to me again with a statement that I would be charged additional fees. I responded to that email on 12/26 and have not received a reply to date. I did NOT receive a bill for December showing that $20 was still due. I called today and now there is a $5 fee added to the bill for late payment.

  

  Business Response

  Date: 01/16/2024

  Thank you, **** ***** for contacting Mercury Broadband. The Customer Service Manager will be in touch with you to talk about your account. If you have any other questions, please contact Customer Support at ************** and ask to speak to the Manager.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair 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 had a salesman come by our home and said Mecury has a tower down the road from us and we could get great internet and save money vs what we were paying through another provider. We've had it for 2 weeks and its awful. Keeps going in and out or just fails altogether. I've called and been on hold for and been on hold an hour on 2 separate occasions just to be told theres nothing wrong. I've tried calling back and sending emails with no success.I just spent $15k on new siding and now have a hole through our siding where they drilled for the line and 3 holes on my new facia where they installed my outside box. I want the siding and facia they ruined replaced on their dime and this equipment out with no charge. This is not what I was promised.

  

  Business Response

  Date: 01/22/2024

  Thank you for reaching out to Mercury Broadband. We will review your account and have the general manager in the Columbia area reach out to you. If you have any questions, please get in touch with Customer Support at ************** or email us at *****************************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair 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 have been a customer for about a year. I work from home. Several times I have been unable to work due to internet being out or very low speeds. The last 3 weeks my speeds have left me unable to work to the fullest. I was told when I signed up that I would have no problem working from home. I have called everyday trying to get info on when this problem would be resolved and no one will give me any info. They just say they are needing to update. I have talked to supervisor. She told me the same thing and was very rude. I'm about to lose my job because of them

  

  Business Response

  Date: 10/26/2023

  Thank you, *****, for reaching out to Mercury Broadband. We will review your account and have the Customer Service Manager reach out to you within 24 to 48 hours. If you have additional questions, please get in touch with Customer Support at * ************ and ask to speak to the Customer Service Manager.

• Initial Complaint

  Date:10/20/2023

  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.

  My husband was talked into doing a 14 day trial with Mercury to see if there internet was better in our living area. He spoke with a sales guy named **** He said that we could try the 14 day trial and that after 14 days we can decide if we want to use the internet. After the 3rd day we had no internet. (I still have frontier at this point as well) So my husband contacted ****, to no avail, and text him explaining that the internet was not working. So we unplugged the internet and stop using it altogether, Then time went on our trial was up by the 13th. We forgot about it because we hadn't been using it. Then my husband called on the 15th and told a customer services person that no one has come to get the equipment and that we did not want the internet because it didn't work. She proceeds to explain they have no 14 day trial and that we owe if we cancel early. My husband never signed into an agreement. We are livid. He contacted **** again, he stated there was a trail and that he was going to solve this for us and we would be good. They came to get our equipment and left Then my husband gets another bill through email that says we owe 205.00 total for service. We did not agree to the service. I spoke with ladies today that were rude and not understanding. They are saying after the 14 day trial it was my responsibility to call them and cancel the service if I didn't want internet with them, Like I told the lady we haven't had service with you. We did a trial and told **** we didn't want the service. He never responded. A trial means begins and ends, They don't even have a card number on file for us but yet they are saying in their terms and conditions it states we were supposed to call in and cancel the service on the 14th day which was a sunday. I read the terms and it doesn't say that at all. It says if we have service and cancel prior to the end of contract we would owe 200 not if we use their trial. We never had the service to begin with it was a trial. She has also refused to send me an email showing that we signed into a contract. I want this canceled now.

  

  Business Response

  Date: 10/26/2023

  Thank you, for reaching out to Mercury Broadband. We will review your account and have the Customer Service Manager reach out to you within 24 to 48 hours. If you have additional questions, please get in touch with Customer Support at * ************ and ask to speak to the Customer Service Manager.

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service 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 have been a customer for more than 2 years, my most recent experiences with Mercury Broadband are unsatisfactory to say the least. After opting for a free upgrade my service has disconnected almost every single day. I have called and been more than cordial and patient with their customer service department, they have sent multiple technicians out to my home and of course I had to be home everytime missing work. The customer service representative would tell me one thing, the technicians would tell me another the communication is non-existent. I have a ten year old child who wants nothing but to be able to play online games with her friends without being kicked offline mid game. There was one night she had a complete meltdown. As an adult who has to pay the monthly bill on time or my service gets suspended, it's very irritating that I can't even use the service as advertised. They claim their Internet service is reliable, it's all over the company vehicles, all over the company website, in my opinion this service is the opposite of reliable as a paying customer that is my opinion and can not understand how it's acceptable to advertise reliability when they have no control over their towers. It has been explained to me that the tower I can connect to in my town has "fiber optic issues" which leads me to be kicked off the tower constantly for several hours at a time. It has also been explained to me that the equipment Mercury Broadband uses on those towers is leased equipment and they have to wait for the owner of the equipment (AT&T) to fix this issue. I have been having these issues for 4+ months and I'm fed up! I call to complain, they have me unplug the power block, I plug it back in, nothing happens. Then I'm told they have to wait to hear back from their technical team and will have to call me back. They stopped calling me back and following up, I have literally been told there is nothing they can do about it. Apparently they think I just have to deal with it!

  

  Business Response

  Date: 10/06/2023

  Thank you, *** *******, for contacting Mercury Broadband. We will review your account and have the Customer Service Manager reach out to you within 24 to 48 hours. If you have additional questions, please get in touch with Customer Support at * ************ and ask to speak to the Customer Service Manager.

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair 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.

  My internet didn’t work as promised, I asked for a disconnection in July 2023, they shut my internet off but continue to add charges to my account even tho I do not have internet provided by them to use. I have already switched to a new company. I would like for my services to be discontinued and billing to halt in July of 2023 or immediately if possible.

  

  Business Response

  Date: 09/28/2023

  Thank you for contacting Mercury Broadband; once we have researched your account, we will have the Customer Service Manager reach out to you within 24 to 48 hours. If you have any questions, please contact Customer Support, and ask to speak to the Customer Support Manager at **************. 

  

  Business Response

  Date: 10/10/2023

  Thank you, *** ********** for reaching out to Mercury Broadband. Our records indicate that we have tried to contact you multiple times via phone/e-mail that we have on file on your account and are still waiting for a response. If you would like to disconnect, you will need to call the ************** number and speak to the Customer Service Manager so that we can schedule a time to disconnect your services. Thank you for your time. We hope to hear from you soon.

  Customer Answer

  Date: 10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    We are literally sending the same argument statements back and forth which is the entire reason I contacted the BBB in the 1st place. This is the only response I get from you. I have called that number multiple times, and even had a time set up for you to come and you didn’t show up. I will not pay from July 2023 going forward. I have contacted you by phone email and through the BBB requesting a disconnect in services. You’re welcome to come get your things Monday-Friday during normal business hours. They are on my covered porch in a box ready for you to pick up, I have done my best to compromise and make it easier for you. You all have don’t nothing short of made this entire process a pain. 
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair 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 July 22, 2023, I called Mercury Broadband about terminating my internet service. My first question was when will my contract end so I won’t incur any early termination fee. The response was, you don’t have a contract with us. The next question was, when is the best time to disconnect services. The response was as early as now so you won’t be charged on your next billing which is August 9, 2023. So I went ahead and gave them permission to disconnect. On July 25,2023 Mercury Broadband technician came to our home and picked up the router. August 9 I saw that they still pulled out money from my account as payment for internet service. I called them, they said the automatic billing should have been stopped but it wasn’t so they have a note on my account that I will be refunded back of that amount which is $89.95. After 2 weeks I called them back, they said it’s still in process. End of August, I called they said it’s with the processing department but there’s a note on my account that it will be refunded back to me. Sept. 15 I called again, they put me on hold to verify when the representative got back he said it’s processing but might take awhile. September 21 I received a call from Mercury letting me know that they cannot process the refund because I did not returned their equipment but when I said I did! She said oh and your contract hasn’t ended, you terminated early so the 89.95 will be used as early termination fee. I explained to her I was told otherwise. So I ended up giving her my spill. First of all, all those accusations were incorrect. Is your company hurting this bad that you opted to go this route? I won’t kill over 89.95 but it’s the principle that I am fighting for. You claimed that all calls are monitored and recorded, go ahead and review all those calls. I have been a great customer even if their service was terrible, awful, worst I ever had. They get their money on time each month because I was enrolled in auto debit. And this is what I got!

  

  Business Response

  Date: 09/26/2023

  Thank you for reaching out to Mercury Broadband. We will look at your account, and the Customer Support Manager will contact you within the next 24 to 48 hours.  If you have questions, please contact Customer Support at ***************

  Customer Answer

  Date: 10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They have repeatedly said the same thing since August and has not come into fair resolution. All they need to do is review the correspondence I had with their customer service. I have been patiently waiting for them to refund the amount that they mistakenly drew from my account but they are trying to stretch the timeline too much hoping that I will finally give up and say “just keep it”. I’m sorry but I am not giving in. Considering the agony that we’ve gone through with the poor internet service that they’ve provided all these years! 
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 10/06/2023

  Thank you, *********, for reaching out to Mercury Broadband. Our records indicate you have a credit of 89.95 dollars credited to your account. We will be issuing you a check. If you have any other questions or concerns, please don't hesitate to call Customer Support at ***** ******** and ask to speak to the Customer Service Manager.