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

  22001 Northpark Dr Ste 800 Kingwood, TX 77339

  
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  EVO Payments International

  12750 Citrus Park Ln STE 300 Tampa, FL 33625

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  EVO Payments International, LLC

  600 17th St Ste 700N Denver, CO 80202

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  EVO Payments International

  320 Cumberland Ave Portland, ME 04101

  

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:04/15/2024

  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.

  I am writing to file a formal complaint against EVO Merchant Services regarding their failure to issue a refund owed to me. Despite numerous attempts to resolve this matter directly with the company, I have been unsuccessful in receiving the reimbursement I am entitled to. In March we received a letter stating they we going to start deducting a fee of $ ***** a month from our reserve account balance if we dont request the refund within 30 days , which we have been trying to do for 3 years. , I engaged EVO Merchant Services ( Power Pay) in 2013 for processing a transaction related to Business transactions . However, due to CSI canceling services on February 29,2016, the services was not cancelled till 02-24-2021 , and I was assured by EVO Merchant Services that a refund would be promptly issued in the amount of $ ******** per their own audit of the account #************ due to no cancellation and still charging processing fees on credit card payments that never processed by their company. Despite their assurances, it has been 3 years since the cancellation, and I have not received the refund. I have made multiple attempts to contact EVO Merchant Services via phone calls and emails, but my inquiries have been met with unresponsiveness and lack of cooperation.This situation has caused me significant inconvenience and financial strain. As a consumer, I believe I am entitled to prompt and transparent communication, as well as timely resolution of any issues.Therefore, I kindly request your assistance in facilitating the resolution of this matter. I am seeking your intervention to compel EVO Merchant Services to fulfill their obligation and issue the refund owed to me.Enclosed with this letter are copies of relevant documents such as correspondence with EVO Merchant Services, and any other pertinent information to support my claim.I appreciate your attention to this matter and trust that the Better Business Bureau will take appropriate action to ensure a fair resolution

  

  Business Response

  Date: 05/02/2024

  Global Payments, Inc.
  ****************
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21575944
  Consumer Name: *****************
  Merchant ID number: ****************

  Dear BBB Customer ********************************** has received the BBB Complaint, please allow additional time for review. 

  Best Regards 
  EVO Merchant Services

  
  

  

  Business Response

  Date: 07/17/2024

  Global Payments, Inc.
  ****************
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21575944
  Consumer Name: *****************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  
  In review of the account, the decision made by the business and agreed upon was to issue a check for $598.48. This credit was made up of $299.35 for both accounts ********** and 0000880484)
  The credit was agreed and the check was issued on 5/2/2023 using the below information.
  SLEEP UNLIMITED CLARKS- Amount: $598.48 ($299.24 per mid) Payable To; SLEEP UNLIMITED Full Mailing Address (no PO BOX); ***************************************************** Attention To; *****************.
  

  We have declined the credit request due to the terms and conditions of the contract. Whereas, your cancellation letter was received in 2016, the account failed to close down properly. The debit continued to show on the banking statement that would have been available only to the merchant. Per section 8 of the contract, merchants will need to follow up within 30 days to report billing errors. In the case of this account, EVO shows no follow up from 2016-2021(when the account was closed). 
  

  After further review, the check that was sent out on 5/2/2023 was returned. EVO currently shows the balance of $598.48 pending on the account. In order to receive funds, we will need to receive a voided check showing the Payable To: Full Mailing Address: Attention To: 
  

  This information can be sent to ******************* using the Case Number above. 
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  Date:03/21/2024

  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.

  My company, ARTU-***, *** was charged $169 on billing statement January 2024. The notice of the 2023 Infrastructure Upgrade Fee states "...If you object to this fee, you may terminate your agreement without penalty by providing written notice...30 days of the date of the invoice...". See attachment for the full fee statement. Since I absolutely object to this fee, I and my assistant made various calls and sent emails to get these charges reversed, to no avail. Then, just to make matters worse, EVO deducted $495 from the ARTU's checking account for "early termination fee". We have not been on a contract with EVO in 5+ years. The charge of $495 was eventually reversed but not the $5.37 on the same statement. Since we had not used EVO to process any payments since early January and sent termination notice on 2/5, I believe the $5.37 fee should also be repaid. I am seeking repayment for $169, plus $5.37, totaling $174.37. This is much less than the hundreds of dollars in excessive fees charged by EVO over the past year.

  

  Business Response

  Date: 04/25/2024

  Global Payments, Inc.
  ****************
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21464276 
  Consumer Name: ***************************
  Merchant ID number: ************
  

  Dear BBB Customer Relations Advocate,
  

  After further review of the merchant account. We were able to identify that as of February 2024, a cancellation notice was received due to an infrastructure fee of $169.00. However, due to the agreement of terminating the merchants account within (30 days) from invoice, the penalty of canceling the merchant account was corrected and credited back to the account. Please know this does not include the $169.00 infrastructure fee. We were able to verify that the $495.00 was credited to the merchants account as a correction. Also, at this time the account has been credited $5.37 for the end of month fees for February.

• Initial Complaint

  Date:02/29/2024

  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.

  My processing terminal stopped working, they were to send an immediate replacement so we can continue to conduct business. We were approaching our 12th Anniversary sale. They promised a new terminal would be on the way in time. Sale was 2 weeks away. 1 week in, still no terminal to conduct business, we called, they said they were working on it. We begged for help as the sale was approaching. They are responsible for providing a working terminal. 72 hours from sale day. We had to purchase a hot spot and sign up with Square. Thank God we did terminal came a week after the sale. Making it 3 weeks we waited. We continue as usual and then we noticed we couldn't accept customers gift cards on the terminal. Call tech support we find out the replacement terminal they sent they forgot to download the gift card option we pay for. They said they would send another terminal when it arrives. Box that one up and send it back. We never got the properly set up replacement. They shut down the one they didn't properly set up. With no way to process or use their terminal. They take hundreds of dollars monthly from our bank account for a terminal not in use that they shut down and still no replacement. I ask for help and customer service hangs up on me. They almost ruined our annual anniversary sale, forcing us to seek a temporary processing service elsewhere. Sent us an improperly set up terminal. A terminal without transactions, average $99 a month. They are taking amounts like $300 n $278 for a terminal that does not work as again. They shut it down and we're supposed to send a replacement. They have breached their own contract by not providing me the proper working equipment so we can conduct our business, yet they take random dollar amounts. I asked customer service yesterday to please explain these charges, my terminal doesn't work. She hung up on me. I called back asking for a supervisor. She said they are busy. I asked for someone higher up. She said they don't take calls.

  

  Business Response

  Date: 04/23/2024

  
  After further review of the merchant account. We are willing to have an advisor review rates with you. Our team is here to make sure that all billing questions are answered with all concerns for our merchant's. Along with setting up a direct one on one call with management. Which to assist with any additional escalated questions, and to make sure that all your equipment matters are resolved. Going forward Customer Support will escalate the request and touch base with the merchant.