Money transfer, virtual currency, or money service -- Unexpected or other fees -- Complaint #9077431
Complaint Overview
Complaint ID: 9077431
Company: Mercari, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unexpected or other fees
State: Maryland
ZIP Code: 21702
Date Received: 2024-05-22T12:00:00-05:00
Date Sent to Company: 2024-05-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I purchased a XXXX XXXX from a seller on Mercari. When the item arrived, it was completely broken and unusable. I immediately went into the app to try to initiate a return so I could receive a full refund. Upon doing so, the Mercari system automatically issued my refund as an account credit instead of refunding my original payment method. I contacted customer service to request my original payment method be credited, but they have refused to do this. Instead, they have added my funds to my Mercari account balance, and the only way I can get the money out of the Mercari account is by paying a {$2.00} ACH fee or a {$3.00} instant transfer fee. There is no free transfer option. I believe this is unethical and potentially illegal. I paid for an item which was not received in the condition I was promised, and now this company is trying to charge me a fee in order to receive my refund. They are saying my refund was processed by their automated system because it was under a " nominal amount, '' but their website policies make no reference of what the value of a nominal transaction is, and regardless of this, I have indicated my full willingness to return this item in order to receive my refund. Their customer service has refused and the only option I have been offered is the refund with a {$2.00} or {$3.00} fee. This is unacceptable. My mercari account is registered under my email XXXX and attached are the email threads with Mercari customer support regarding this issue.
Frequently Asked Questions
What is Complaint #9077431 about?
Complaint #9077431 was filed against Mercari, INC. regarding Money transfer, virtual currency, or money service specifically about Unexpected or other fees. It was received by the CFPB on 2024-05-22T12:00:00-05:00.
How did Mercari, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Mercari, INC.?
Yes, visit the Mercari, INC. company profile at readthecomplaint.com/company/mercari-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.