Complaints

This profile includes complaints for EVO Payments International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EVO Payments International, LLC

  10 Glenlake Pkwy STE 950 Atlanta, GA 30328-3495

  
• 

  EVO Payments International

  12750 Citrus Park Ln STE 300 Tampa, FL 33625

• 

  EVO Payments International

  22001 Northpark Dr Ste 800 Kingwood, TX 77339

  
• 

  EVO Payments International

  320 Cumberland Ave Portland, ME 04101

  
• 

  EVO Payments International, LLC

  600 17th St Ste 700N Denver, CO 80202

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:07/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  *** opened a second account in my name without my asking to do so. (Same business and owner name). Then told me I had to pay a non compliance fee or go through the compliance process, but not after charging me for months . Then when I did take the compliance test, they continued to assess me with a $125 fee a month as they said it didn't cover my second account, even though the second account is the same company and the same name, which I DID NOT ask for. In the end I was paying close to 24% of my sales back to ***. Some of the items I sell I only make 10%. They bled me dry. Below is a copy of the certificate that I received for *** Compliance in February of 2025. They continued to charge me $125 a month until July, even though I asked to close the account in May. Congratulations!Your Self-Assessment Questionnaire is now *** compliant as of 02/18/2025.Merchant Name: ***** ***** Merchant Number: ********** Dear Merchant,Congratulations! You are now *** compliant as of 02/18/2025. We recommend you keep a copy of your *** documents filed for your company records. You can do this by logging on to the system ************************************ and select the Current Reports section on the summary page. This will allow you to print/save your documents.If your business changes the way it handles, processes, or stores cardholder data, you must notify us. Keeping your customer data secure is required by the *** DSS. This is the reason why we encourage you to protect your business by maintaining your *** compliance.Please feel free to call us at ************** if you have further questions. Thank you for your continued assistance in contributing to a more secured payment card acceptance environment for all industry ************ ****************************************************

  

  Business Response

  Date: 07/11/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23572555
  Consumer Name: ***** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  *** has reviewed the complaint and have found the following: 
  1) The processing account MID **************** was charged $125.00 after the *** compliance was completed and therefore the credit request is valid. 
  2) In regards to the second account, MID **************** we are showing a contract signed 11/3. It looks like the merchant also supported wireless as a method of taking payments, therefore a separate account was necessary to separate stand alone sales from wireless sales.
  

  We have approved the credit request, and show that the banking on file is still current. The accounts are closed and no other fees will be billed. We will cycle the credit within 48 hours. 
  

  Best Regards,
  EVO Merchant Services

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23572555
  
  I am rejecting this response because:

  My account was always wireless, since we set it up around 10 years ago. I never asked for a second account, which I did not need. When I did the ** compliance with ***, they never said its only good for one of two accounts. Both accounts were made in the same name and the same company. Why would I need two accounts? According to the date *** gave me, the second account was created after they offered me a second machine. I thought I was just getting a second machine. I never asked for a second account. Why would the *** compliance not count for my company as it was taken in my name, when I gave them my phone number so they could look up the account. At this time, they could have said, you have two accounts and you need to do this for both accounts. In the end with all of the additional charges I was being made to pay, *** was taking 24% of my sales. I only make 10% on many items. This is a corrupt and unscrupulous company and its why it only has a one star rating on trust pilot. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/14/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23572555
  Consumer Name: ***** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  The account was serviced by our Zenith team, which *** acquired in March 2024. The notes on the account support the acknowledgment of the second account. As stated, a separate account was necessary for the new terminal.
  

  We understand that this can be frustrating, and made the decision to credit the $750.00 assessed back to your account. The credit was sent to the bank on 7/10. Please close the complaint as resolved upon receipt. 
  

  Best Regards,
  EVO Merchant Services

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/07/2025

  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.

  In August 2023, I signed up for EVO integrated credit card processing to be used with MDWare Software. However, due to personal circumstances, the service was never used or ************ April 2025, I discovered that a monthly payment of $123.40 had been deducted from my bank account since September 2023. These charges were not clearly labeled under EVO Payments, and I initially mistook them for other payments. At no point during the onboarding or sales process was I informed about this recurring monthly fee.Upon discovering the charges, I immediately contacted *** to cancel the service, which had never been used. No one informed me of a cancellation fee or any additional obligations. Yet recently, I received a letter from a collection agency claiming an outstanding balance of $801.00 on the *** account.I am extremely concerned and disappointed by this situation, as the service was never used and I was unaware of any monthly charges until April 2025. At no point did I receive written or verbal communication regarding cancellation fees or any outstanding balance. To make matters worse, the account was sent to collections without any prior notice or explanation. I have made multiple attempts to contact the sales representative to request a refund for the payments made since September 2023, but have yet to receive any resolution. Despite my efforts, customer service has offered no support or meaningful assistance in resolving this matter. This lack of transparency and clarity is concerning.This situation is unacceptable. I am requesting an immediate resolution, including:1. A full refund of the monthly payments charged since September ******. Immediate removal of the account from collections.3. Written confirmation that the account is closed and no further charges will be applied.Sincerely,******* **** ***********

  

  Business Response

  Date: 07/14/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23567518
  Consumer Name: ******* ****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the BBB complaint, we are showing a signed contract acknowledging that the terms of the contract would be met. The contact states that billing begins upon the onsite of approval and is not based on processing. Despite not processing, *** is responsible for the maintenance of the account and remaining compliant with the card brands, therefore there is cost involved and monthly fees assessed to the merchants. 
  

  As a courtesy, the early termination fee was waived due to not processing, however the merchant was billed for unreturned equipment. In an effort to resolve collection efforts and resolve BBB we will waive the fees and cease collection efforts if the merchant returns the equipment. 
  

  To accept, please send an email to ****************** to request a shipping label. Once equipment has been shipped/received we will cease collection efforts and waive all fees owed.
  

  Unfortunately, we are unable to offer a credit for fees back to 2023, however at the resolution of the complaint, we have waived a total of $1,136.40.
  

  The account was closed May 2025. There will be no other fees associated with the account.
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  Date:06/19/2025

  Type:Order 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 restaurant had Evo as the credit card processer for the past 7 years. I wanted to change my bank account to a new bank. Therefore I submitted the new account number to Evo on 05/27/25. Because of a mistake made by my new bank they asked me to submit another form which I did on June 11th. Please note that I have not received any funds during this time for almost 3 weeks. I call them everyday to find out when they will transfer my funds and each representative gives me different details. Now on June 19th I still waiting for the funds to be deposited.

  

  Business Response

  Date: 06/25/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number:  23492874 
  Consumer Name: ***** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  We recognize the importance of a timely handling process in order for funds to be deposited to support the needs of your business. We apologize for the delay and any interruptions that were caused due to our lack of communication. 
  

  As of 6/23/2025, funds have been released, and funding has returned to normal. We appreciate your valued service. 
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  Date:05/22/2025

  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.

  Despite our request to close the account, numerous correspondence, it was not done, and as a result, we have been incorrectly charged excessive fees for credit card processing since May 2021. To provide some background, in 2015, we purchased the Ambur POS system from EVO Merchant Services located at *******************************************, which utilized EVO as the merchant processor. However, when ***** was acquired by ********** in 2021, we were informed by *** that we would need to change ************ Additionally, when we made the switch, Lightspeed POS told us that we could no longer use EVO's services. I am requesting a full refund of all fees related to credit card minimums and non-compliance fees, which were incorrectly charged by EVO Merchant Services from June 2021 to March 2025. During this period, we were charged a total of $9,956, nearly all of which are excessive and unauthorized fees. I still do not know if out account is closed because there is no response from your company. Your local representative alleges that we never closed our account in 2021 and the mail I sent to the corporate office in ******** ** was returned. You will see we did not run any credit cards through *** BECAUSE we were forced to change processors due to an issue with a POS SYSTEM your representative sold us. Please provide a copy of our merchant agreement. As we had previously requested to close our account, we assumed that all billing had ceased. Unfortunately, we were not provided with invoices or statements during this period, and we require this information to rectify the situation. This is not our fault and the response from the local representative was it's not their fault either and that it's not their problem to handle this because it's automatically done by computer. We request that you take immediate action to correct this error, refund the excessive fees charged, and confirm that our account has been closed.

  

  Business Response

  Date: 05/27/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number:  23364478
  Consumer Name: ******** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the complaint above, we understand the concern and the complaint filed to obtain additional info. *** prides ourselves on accommodating all merchant processing platforms. Once an account is open and active, the merchants can process based on their needs. Monthly billing will occur and is necessary to cover the cost of credit card processing. Zero processing does not warrant credit, and would not trigger a closure. Per the terms of the contract, merchants have 60 days to dispute charges applied if in error. In review of the account, there is zero contact from the merchant regarding closure. 
  

  The details of the BBB complaint mentioned a cancellation letter that was mailed in 2021. Unfortunately, until the account is closed, the billing is still the responsibility of the merchant. The account was closed 4/10 due to the bank rejecting charges, and therefore were not paid, and would not receive credit. 
  

  Please provide supporting documentation of the letter sent, copies, mail reject, etc to support closure requests from 2021 via email to ******************* After review, a decision will be made if a credit can be placed to the account. Without documentation, we will offer a 60-day credit based on the terms of the contract. We will also waive the $270.90, showing owed to the account due to the rejection for the month of April 2025.
  

  Best Regards,
  EVO Merchant Services

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23364478
  
  I am rejecting this response because: I want to make that everything is reviewed.  I do not want my file closed until I receive a response from ***
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 06/09/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23364478
  Consumer Name: ******** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  After review of the recent documents, we are unable to locate the request to cancel prior to the last transaction in 2024. We can confirm that the account is closed and no other fees are billed to the account. We will also waive fees owed and stop collection efforts. 
  

  EVO has been paperless since 2015. We did confirm that the account is set up for electronic statements and therefore the merchant would have logged in monthly to retrieve the statements. The *** team also communicated via email monthly and quarterly advising of PCI status and how to resolve to avoid the fee.
  

  The fees reviewed on the account, in addition to the above, we will credit the non complaint fee charged to you for the last year. That total is $1,250.00. Please email ****************** indicating the address and the payee information so that we can issue a check for the request. We will also send a copy of the contract to the email on file. You will receive it from ******************.
  

  Best Regards,
  EVO Merchant Services

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23364478
  
  I am rejecting this response because: still awaiting information from EVO: Including contract.  Please see attached email.
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23364478
  
  I am rejecting this response because: still awaiting information from EVO: Including contract.  Please see attached email.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 06/18/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23364478
  Consumer Name: ******** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  After review of the recent documents, we are unable to locate the request to cancel prior to the last transaction in 2024. We can confirm that the account is closed and no other fees are billed to the account. We will also waive fees owed and stop collection efforts. 
  

  As outlined in the signed contract, we are obligated to adhere to our terms and conditions. In effort to move this complaint forward with resolution, we are willing to offer a partial credit. We are unable to take full financial responsibility, but we are willing to offer 30% of the total fees between 2021(your last transaction) and 2025 (notification to cancel) The credit amount is $2,897.35.
  

  Please respond to ******************* with the confirmation of the credit amount, and please provide an address where a check would be mailed too. Please be mindful that the check will come addressed to the legal name of the business. 
  
  Best Regards,
  EVO Merchant Services

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23364478
  
  I am rejecting this response because: I have emailed *** saying I am considering accepting this offer, however I still would like to review the signed contract that they refer to in their responses as well as I would like them to forward the new Melville address where I have sent correspondence that has been returned.  *** did say they would send a copy of the contract to my email, but I have not gotten it.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/22/2025

  Type:Order 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.

  We have been paying this company for several years for a service we never actually used. It appears they used to own the website we use to run credit card payments. When a new owner took over that website we began to pay them. We were unknowingly paying two separate companies for the same service. We are not looking for a refund. This was a clerical error on our side. The problem we would like to report is how difficult canceling with them was. They wanted to speak with the owner directly before they would cancel. Our owner is out of the country and not conversation by phone is difficult. Getting an email address to send a signed letter to took much longer than it should have. The company will not allow for a call to a supervisor unless it is the owner.

  

  Business Response

  Date: 04/23/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number:  23238391
  Consumer Name: ***** ********/ *** ********
  Merchant ID number: ****************

  
  Dear BBB Customer Relations Advocate,

  We empathize with the time that it takes to close the account, however it all to ensure that we have the correct person making the decisions on the account. Due to the sensitive data that can be asked and shared at the time of closure, we require the owner to verify specific information to close the account. We did not intend to make this process difficult. We have closed this account down, and no other billing will take place. 
  

  Best Regards,
  EVO Merchant Services 

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This company denied us a merchant account in March of 2017. They stated "Unfortunately, the underwriter will not be able to approve the account given the documents that have already been submitted. We can wait until you have formally filed, but we would need a 501c3 to complete underwriting on the account" after initially approving us. We went with BB&T (now Truist). Years later, they started charging us for the account they never approved without any sort of notification. We realized it JUST NOW because they don't put their name in the statement line next to the charge. When I contacted them with clear evidence that they never approved us, ***** R (Senior Representative) responds:"The account was approved as the email below states... (referring to the initial approval)""The account was approved and opened with the understanding you would get the 501c3 form. Any transactions would have been held in reserve until the account was cleared through underwriting. "Meanwhile, the email exchange from underwriting clearly stated:"We apologize for the lack of communication! In order to complete the underwriting process, we require a 501c3 form to verify your tax exempt (non-profit) status."We never sent that because we went with Truist. THOUSANDS stolen by this terrible company.

  

  Business Response

  Date: 04/09/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number:  23173176
  Consumer Nam **** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the BBB complaint, a resolution was made between **** and EVO Merchant Services. Due to miscommunication with Underwriting the account was never closed and coincidentally billed from 2019-Current. We have credited the account and will do a follow up on 4/11 to confirm receipt.
  

  Best Regards, 
  EVO Merchant Services

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/17/2025

  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.

  Jan, 2024: $169.00 2023 Infrastructure Upgrade Fee July, 2024: $69.95 Semi-Annual Reporting Fee I was never informed I would be receiving these fees Dec, 2024: $69.95 Annual Fee Dec, 2024: $69.95 Semi-Annual Reporting Fee I was not told about this top fee until Oct, 2024 & then I was also told that I could not discontinue with this company unless I wanted to be charged a $495.00 fee for discontinuing their services too soon. I was told to wait until I received a January statement to cancel so I would not be charged the $495.00 early termination fee & then I then received 2 more charges of $69.95 each. I believe all of these charges were unfair charges. I had a very detailed discussion with this company when I signed on with them about what all my charges would be & I believe they were very sneaky about these extra *********** would like to be refunded immediately.

  

  Business Response

  Date: 03/18/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23067693 
  Consumer Name: ******* *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the BBB complaint, the fees assessed to the account are valid and unable to be credited at this time. The terms and conditions (most recently updated January 2022) state that all fees assessed to the account until closed are valid due to having an open and active account. 
  

  There is processing throughout 2024, last processing date 10/24. Contact was made to our *************************** in December 2024 and at that time the merchant was advised of the expiration date and how to close the account to avoid an ETF. Per terms and conditions in order to avoid an ETF, a 90-day non-renewal request should be sent prior to expiration date. We also sent a request at that time to have the merchants rates reviewed in efforts to retain the account. 
  

  We communicate all fee increases ***** days prior to the rollout of the fee. We notified via the December 2024 statement that a fee increase would  take place in January 2025.

  We do allow merchants to close the account within 30 days of a fee increase with no penalty, however that is not an indication that the fee is not valid. Once the CL letter was received, the account was closed without penalty. The request for $378.55 is denied, and we can advise that the account is closed and no other billing will be applied to the account. 
  

  Best Regards,
  EVO Payments

• Initial Complaint

  Date:03/07/2025

  Type:Order 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 inactive on this account since 2022, while being inactive and not using services they kept charging my account ****** a month, I have asked for refund unable to send me any refunds, we finally made the decision to cancel. Randomly I see another charge for ****** in my account after calling and digging around it was due to " Non returned equipment" in which I was not ever told about or sent a return shipping label for. the originally email was sent to my spam so there was really no way of knowing about this, I would like to recoup some of my losses and need a refund for this last return, I will happily send back the equipment.

  

  Business Response

  Date: 03/11/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23033065
  Consumer Name: ********** Service Ent
  Merchant ID number: 
  *****************
  13700100 01197972
  

  Dear BBB Customer Relations Advocate,
  

  In review of the account, we have approved the credit for the unreturned equipment. The credit will process today 3/11. Once credit is resolved, please consider the BBB complaint resolved. Unfortunately, we are unable to issue credit for months of non processing. The fees associated with the account were billed due to having an open and active account. There are no notes indicating closure in 2022. We proactively reached out in 2023 to confirm processing status however the email was not replied to. 
  

  At this time the account is closed and no other fees will be billed to the account. 
  

  Best Regards,
  EVO Payments

• Initial Complaint

  Date:03/06/2025

  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 name is ***** *****, owner of *****************. I signed a contract for credit card processing with Federated Payments company on March 15, 2013. At some point this company changed ownership to EVO Payments International. I was there loyal customer for almost 12 years because I trusted them. EVO Payments never sent me any statements even when I requested one. They told me to log in to my online account to view my statements. I was never able to create an account log in and never able to see my statements for years. Every attempt just went in circles but never able to log in. I still trusted them but it was a mistake! They never explained to me anything about the *** Compliance, I had no idea what is it. For the last 3 YEARS they were charging me $124 PER MONTH a penalty for no complying. I saw the charge on my bank account statement but mistakenly I though it's my life insurance coverage. I was getting emails from them about the *** Compliance but they never told me that they are charging me monthly penalties of $124. Again when I tried to log in on *** site and see what is it about the *** Compliance, I was not able to access my account and they never sent me a statement. Last November 2024 I called *** customer service and they told me that the $124 monthly penalty is for Not Complying. They charged me this penalty for 3 years, almost $4500!!! At this point their customer service still never explained to me that this *** Compliance is only a few question & answer statement, really less then 2 minutes to sign it! I was very disappointed and asked to close my account. Now they want to charge me over $500 penalty for EARLY CONTRACT TERMINATION, after almost 12 years of being a loyal customer. They claim there is a 3 year automatic contract renewal. It's very upsetting, especially now when my business is very slow. I refused to pay so they sent the case to a ***************** and requesting $656. This is Not right, not Ethical by any means. Thank you! ***** *****

  

  Business Response

  Date: 03/11/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23031032
  Consumer Name: ***** *****
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the account associated with the BBB complaint, we do thank you for the 12 years of processing and business relationship maintained with the company. Regarding PCI compliance, we do encourage all merchants accepting credit cards to become and maintain compliance. We do see in 2018, you were sent your certificate for PCI Compliance and advised it was only good for one year. We also notice in 2018 you reviewed your rates and fees with our Retention team and advised of non-compliance fees (if applicable). There are no notes indicating an inquiry regarding Statements or ************* prior to your last transaction in 2024. Due to these findings the fees associated are deemed valid and we are unable to credit your account. The obligatory contract that was signed outlines the options to avoid the Early Termination Fee (ETF), and per the notes were declined with the wish to close immediately therefore subject to the ETF. 
  

  However, in an effort to resolve BBB we will waive the *** assessed to the account due your loyalty with the company. This will dissolve all collection efforts. Please indicate the BBB complaint as resolved. 
  
  Best Regards,
  EVO Payments

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We are a non-profit organization that serves veterans. EVO payments has been billing us since 2021 (to the tune of over $10k) for a point of sale service we have never used. They have been applying "penalties" for not using their service. The service was initiated by our former finance officer who has died, we have provided them the death certificate, but they have been unreasonable in their demands to cease the account, assess and rebate of funds and return their equipment. They have lately sent communication to the deceased person and considered it notification. They have been happy to take our money for years but never provided a single statement or communication. It wasn't until I took over as finance officer of our organization that the charges were discovered and communication with the group has bordered on harassment. They have apparently reported us to collections in retaliation without proper notice. Please tell me any steps we can take to ensure no other organization suffers this fate and best case scenario recoup some of our funds.

  

  Business Response

  Date: 03/04/2025

  Global Payments, Inc.
  ****************
  *****************
  *************
  
  Better Business Bureau Inc.
  Case Number: 23017145
  Consumer Name: ******* ****
  Merchant ID number: ****************

  Dear BBB Customer Relations Advocate,
  

  In review of the BBB Complaint, we can advise that the account is closed per the request and notice of death of the listed owner. Billing was applied and continued on this account due to having an account open and active for processing. Zero processing does not trigger an account closure, only upon request is the account closed and billing ceases. We understand the frustration with identifying debits without a corresponding statement, please be mindful that  EVO has been electronic since 2015. The former finance officer would have had login credentials to our website to retrieve monthly statements. It is possible that due to being signed up for electronic statements, paper statements were not mailed out.
  

  EVO is unable to go back to 2021 for credit; the listed owner would have needed to close upon the decision to not use a credit card processor. Billing assessed to the account is valid, per terms and conditions. However, in an effort to resolve, we will date the credit back to June, when the merchant passed away. Please review the breakdown below, for a total of $1,328.45.
  

  06/30/24                 $149.25
  07/31/24                 $343.20
  08/31/24                 $184.25
  09/30/24                 $184.25
  10/31/24                 $283.25
  11/30/24                 $184.25
  

  We will also waive and stop collection efforts that were applied to the debit of $695.00 for equipment. The amount rejected and we were unable to collect. 
  Please review and respond to the agreed credit amount.
  

  Best Regards, 
  EVO Merchant Services

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****