Complaints

This profile includes complaints for Electronic Merchant Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Electronic Merchant Systems

  250 W Huron Rd Ste 400 Cleveland, OH 44113-1451

  
• 

  Electronic Merchant System

  5000 Mcknight Rd Ste 404 Pittsburgh, PA 15237

• 

  Electronic Merchant Systems

  2520 Independence Blvd Ste 200 Wilmington, NC 28412

• 

  Electronic Merchant Systems

  3030 N Rocky Point Dr W Ste 671 Tampa, FL 33607

• 

  Electronic Merchant Systems

  161 Worcester Rd Ste 304 Framingham, MA 01701

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:06/16/2025

  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.

  EMS charged me a non compliance fee for my website not being able to accept payments. I asked them if I could put the account on hold was told they can't do that. They told me I'd have to cancel there would be a fee and I have to pay $595 cancellation fee I said the website might take a couple of months to become complaint and they said if I came back to them in the future after I was complaint then they would refund the fee back to me. But just trying to charge me a fee makes me distrustful of them and not ever use them again.

  Customer Answer

  Date: 06/30/2025

  ** ******
  My complaint was resolved to my liking with EMS can you please amend this complaint as resolved.
  Thank you 
  **** ******
  
  
  
  
  

• Initial Complaint

  Date:06/04/2025

  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.

  Company agreed to process credit card payments starting asap. After no contact for approximately three weeks I contacted them by phone and was told that someone would call me within one hour to initiate service. I informed them that if services did not begin within three days I would no longer seek their services.
  
  I not only did not get the call in an hour, I never got any call or any service.
  
  I did however get a threat letter and call after a week of two demanding $350 for canceling services.
  
  Although that fee was listed in the initial agreement, they failed to provide ANY service within more than a month after promising timely initiation of service.

  Customer Answer

  Date: 06/17/2025

  Phone response taken by BBB staff AT; consumer stated that he does find the resolution satisfactory. 
  
  
  
   
  
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Order 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.

  As other BBB reviews reports , I had just signed up with this Merchant Processing Service, and signing up was the only seamless thing about it.
  
  Just like others, after my first transaction, I was reached out to via email to provide customer documentation to verify transaction. No issue. As I had read complaints here and reviews in general I provided customer’s CC statement and invoice. They asked for ID, was furnished.
  
  Reply had taken a couple hours so I reached out via phone and somehow got ahold of someone in relevant department. Said they would need to call customer directly and verify transaction. . After hanging up (will be relevant) just then had gotten an email from agent I was emailing all day and she advised the same. She called me before end of business and we scheduled a call for customer the following Monday.
  
  Customer never received a call, followed up via email, said that call was given (highly doubt) and no answer from customer. Scheduled it same day two hours later as she had a meeting. Didn’t receive a call again. Follow up, receive a prompt response saying she reached out to customer bank directly, via phone, to verify transaction but couldn’t as they didn’t offer third party verification to ultimately say she can’t verify transaction.
  
  This is exactly why I believe customer was never given a call. Going forward, there was never any authorization given myself or by customer to contact their bank. Wouldn’t have been an issue but, after have spoken to 2 individual reps, neither advised of this, both explicitly stated to contact customer directly. This is neither stated anywhere in our contract! This isn’t my first business and never even heard of such a thing.
  
  As of now, funds from transaction are on hold. The 24/7 support they go on about, left at mercy of email as phone calls to relevant department go to VM now. But, funnily enough, before verification was ever requested, they had deducted their fees immediately (which are significantly higher).

  

  Business Response

  Date: 06/05/2025

  6/5/2025

   

  **** *** ********* 

  
  Thank you for working with ******** in our Risk department. This letter confirms your EMS merchant processing account has been closed without penalty. All fees incurred will be refunded accordingly. 

  
  At this time, EMS will consider this matter resolved. 

  
  Sincerely, 

  
  *** ** ********
  
  ** ** **********
  
  ************ *****

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ** ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  

• Initial Complaint

  Date:05/16/2025

  Type:Order 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.

  Signed a contract for credit card processing in 01-2025. The fee disclosed was 2.9% +$0.20 per transaction. In reality every transaction had a different fee varying between 3% and 9.11%. The transfer of funds for each transaction was very slow and on top of the 10% reserve of funds held of each transaction they held over $1700 for months due to "possibility of a chargeback". When we tried to close the account on Monday 5-19-25 we were told that there is a cancellation fee of $595. Since then we have been trying to get in contact with someone to close the account. First were told that a form will be sent and it has not been received until today Friday 5-16-2025. Two times we left messages for someone to call us and close the account which were never returned.

  

  Business Response

  Date: 05/29/2025

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee per your desired settlement.

  At this time, EMS will consider this matter resolved.

  Sincerely,

  *** ** ********

  ** ** **********

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ******* **********
  
  
  
  
  

• Initial Complaint

  Date:04/25/2025

  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 attempted to use EMS as our merchant services after their salesman talked to us and told us that EMS could save us money on our services from STRIPE that were, and are, our current electronic merchant company. Their salesman also stated to us numerous times that there would be no monthly charges(as STRIPE is not charging us monthly service charges.) We tried to switch services to EMS but were not able to so I called our sales rep and told him. He called me back and told me that tech support would be contacting me. This was in January of 2025. I received no call from tech support so, after 4 days, I again called our sales rep. He texted me back that tech support would call me by end of day. I never received a call. On April 2nd my wife showed me transactions from EMS totaling $275 against our account. On April 2, 2025 I called EMS Retention Dept and talked to ****. After explaining everything to **** and him looking at our account he informed me that he would email me a cancelation form and as soon as I returned it he would close our account and EMS would reimburse the $275 that was charged to our account. Our account has been closed but we never received the refund. I called EMS today April 25, 2025 and spoke with Nathan. He informed me that no ticket had ever been put in for a refund and that he would enter a new ticket but under the circumstances he did not know whether EMS would approve it.
  EMS sales and service practices are very questionable to me. I was never even able to get their services set up to use, yet they took our money and trying to get this resolved has been less than easy

  Customer Answer

  Date: 05/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ******* ********
   
  
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Our Company has been trying to cancel our service since February. The minute it is recognized that our call is to cancel you are transferred to an answer machine. I left 2 messages on 2 separate occasions in February but heard nothing back. March came, and again a standing charge was deducted from our account. We have not used the service since February, having changed to a much cheaper option.
  Eventually, out of the blue today, a representative called, stating that they had previously called me back and I had not responded (despite no missed calls on my phone). After some debate on why I was cancelling, it was agreed that she would email me a cancellation form, requiring 90 days notice. Although I am not happy with the 90 days notice period, having been with the company for over 5 years, I was just thankful that eventually we could cancel.
  The email address was clarified with the representative, however no email has arrived and I have no way to reach the representative directly, apart from leaving another message on their answer phone.
  This company purposely makes it difficult to cancel, putting up hurdles at each stage and ensuring that they prolong the time they can continue to charge monthly fees.

  

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to speak with Mike T****** in our Rentention department.  This letter is to confirm your EMS processing account has been closed without penalty or early termination fee.  At this time, EMS will consider this matter resolved.

• Initial Complaint

  Date:03/27/2025

  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 never gave access to the port hole that shows billing for EMS until it was to late they rerun my bank info and charge 3 time 35.00 for return aACH without contacting us first time the payment did not clear, they gave no training on the system for billing, only instruction on getting to the processing terminal to run payments so they receive money, then after all the fees add up they then instruct you how to get into thier port hole to see your billing , then after telling them to note the account to call me directly if the first payment does not clear , theygo ahead and do it all over again, then we get a call from them demanding $75 more, as I treid to explan the situation on what accured last time this guy became enraged and threating to cancel my account instead of hearing what happened and what maybe they might want to change in the future , all the employees I spoke to there are all the same , very rude , they dont hear what your saying, and apperiantly by the trust piolt 54 bad reveiws in the past 3 months they are doing the same to every cusomer and just draining the bank accounts with crazy fees and then cancelleing the account with them, its a hugh scam that needs to be stopped , they are praying on the little mom and pop companys that need credit card processing , but they are completly ripping people off, Start up companys have enough issues, they add to it by taking more and moer money from the bank accounts and the employees dont care , they definatly have bad attitudes because of tyhe complaints all day long about the same thing.

  Customer Answer

  Date: 05/07/2025

  The repayment of fees have been returned, the company has not made attempt to clear up the employee issue and hoe they treat customers, but we are satisfied with the return of funds and wish to close the case

• Initial Complaint

  Date:03/14/2025

  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.

  Opened account with Electronic Merchant Systems (EMS) 12/17/24. As part of the application, you advise of average order value, highest priced item, etc. As part of approval, EMS requested a 10% rolling reserve on incoming transactions to shield against risk, potential chargebacks and disputes. We agreed to this request. To date, we have NO credit card disputes or chargebacks.
  
  EMS has a practice of “random” selection of charges to “verify” cardholder billing information, despite the fact that it is verified via fraud filters/parameters set by EMS and the card issuer at the time a charge is processed. In essence, the information has already been verified. If it is unable to be verified, the charge gets declined.
  For EMS, “Verifying” cardholder billing information actually means repeatedly calling our customer, three-way calls with their bank, and other ridiculous requests.
  
  For each charge EMS wanted to verify, we provided signed customer documentation to substantiate the charge. There is nothing in the Merchant Agreement that says they will contact your customers, or that you have to allow them to, in order to receive legitimately derived funds from customer sales. This undermines the legitimacy of our business and brand, which could make customers question doing business with us.
  
  EMS is running a financial scam, under the guise of “risk management”. They create “risk” where risk doesn’t exist, which then causes damage to your business and customer relationships, with the intent to cause actual credit card disputes, thereby making you an actual risk. Suddenly they have “justification”, albeit created by them, to hold additional funds, delay deposits, etc. There’s a clear pattern of this behavior based on the numerous complaints against this company.
  
  EMS is holding the following money from our business:
  Approved Transactions: $17,900.00
  Reserve Funds: $6,000.00
  Our approved transactions are being held without any legal or valid justification, amounting to theft.

  

  Business Response

  Date: 03/28/2025

  This letter is to confirm your EMS processing account was terminated because of your chargeback ration exceeding industry standards.  As a result all funds will remain on hold until all chargeback rights expire.  Please continue to work with our Risk and Chargeback departments if you have any additional questions.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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.

  I would like to cancel and close account with EMS, I was call a lot of time and submitted form online, unfortunately phone call only said leave message and no one answered, submit form online alway said error , call customer service they said you call wrong number.
  Sale agent ******* ******* *** is lier they call me said I qualify to get refund merchant fee, they will use ems like third party to determine refund amount, it is lier. Actually they are sale agent of ems.
  Now I want to cancel And close account and then they ignore all my message and phone call.
  Please help me out to close account as soon as possible please.
  Thank you very much
  My merchant id # *************** My phone number ************ Email address t******************* *hank you very much

  

  Business Response

  Date: 03/20/2025

  Business emailed the BBB the response

  Thank you for taking the time to work with Stacy Smith in our Rentention department.  This letter is to confirm your EMS processing account has been closed without penalty or early termination fee.  We have also issued a call tag for the return of your equipment. At this time, EMS will consider this matter resolved.

• Initial Complaint

  Date:03/03/2025

  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.

  I submitted an application for credit card processing in late October of 2024, to which I never received a response via phone, email, or regular mail. I believed my application was denied. However, now in March of 2025 I have been receiving multiple calls from a loud and angry man regarding an outstanding balance of over $400 dollars. I said this must be a mistake because I have not used this company's services, he then told me I had to cancel the account on file through a 1-800 number. The representative at that phone number said there is a $595 dollar early termination fee. I should not have to pay for something that was never approved or utilized. I was never given an account number or information for setting up an account. The number I was told to call was 1-800-615-1330 and they said a ticket was created for this issue (#*******). They did not say when I would be hearing additional information.

  

  Business Response

  Date: 03/05/2025

  Response received via email

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee.  I would like to apologize for any inconvenience this may have caused.  At this time, EMS will consider this matter resolved.

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  **** ********