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

  1 Belmont Ave Ste 410 Bala Cynwyd, PA 19004

• 

  Electronic Merchant Systems

  9277 Centre Pointe Dr Ste 105 West Chester, OH 45069

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:04/01/2024

  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 have been trying to get my funds deposited from this company for about a month now. Over $7000 dollars is being withheld. I have done the site inspection, I have done the visa RDR which they require, I have resolved disputes, and I am trying to keep customers happy while they hold my money, making it difficult to fulfill orders. How do you expect me to fulfill orders without my deposits? Of course I will get a dispute. I need my money released asap so I can continue to process orders and do business. I need my money deposited asap to avoid further action.

  

  Business Response

  Date: 04/09/2024

  Dear *** *****, 

  This letter is to inform you that your Electronic Merchant Systems processing account has been closed by our Risk department due to your high chargeback ratio. Industry standards require a ratio of less than 2%, and you are currently at 8.86%. EMS has processed refunds in-house on your behalf to your customers for any unfulfilled orders. 

  At this time, EMS will consider the matter resolved.

   

  Sincerely,

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

  Director of Client Services 

• Initial Complaint

  Date:03/13/2024

  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.

  We sold 2 puppies to a scammer which paid with credit cards then after picking them up a week later placed charge backs on all their transactions which was a total of $8100, We filed all the documentation to challenge it and won the case, customer placed another charge back on the same transactions, I called EMS and asked for advice and did exactly what the told me to do and submitted all the documents the asked for, we got a notification we lost the case which they withdrew the money from our checking account twice now, now I contacted them and they say they didn't have the one document needed but its in their email, I have proof I sent it, now they tell me they can't do anything about it anymore, I need to have this made right as I submitted everything they supplied

  

  Business Response

  Date: 03/21/2024

  Dear *** ******* 

  Thank you for taking the time to speak with me. This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty, or early termination fee. We have also discussed and agreed to the timing of the release for all monies held. I am pleased we could come to an amicable resolution. 

  At this time, EMS will consider the matter resolved.

   

  Sincerely,

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

  Director of Client Services 

• Initial Complaint

  Date:03/11/2024

  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.

  In late January, early February 2023, I applied and was accepted by EMS to process credit cards for my business. They had heavy fees, so I found another processor, that charges a lot less, and did not require a reserve, I processed with the other processor with very few charge back well under the required limited to not be considered high risk. The only reason I stopped using the other one, was they wouldn't let me change it over to my other business, ems did. I kept that account for over a year and had to pay their fees for the entire time. When I plugged them back into my gateway, they took hundreds of dollars to 'replenish' my reserve, without any explanation where that money went, in writing or otherwise. And one to three weeks later, they decide to place my account, which I had for over a year, on review. Where they stopped payouts. They asked for customer phone numbers to confirm the transactions, which I do not collect as they are not needed for the services I sell, and they said the only way to release my funds was to start requiring the phone numbers and review different transactions. They said it was my duty to collect customer information, which I did collect email and zip code and name. They never previously said I need phone number. I still got them the information, they called my customer, and offered them a refund, which is against my refund policy, and against the agreement I had with them, it is not their decision to make. The customer didn't receive the product because the cloud storage had to be paid, and hadn't been because they had held the money for two weeks. They said it is a business's responsibility to be able to withstand money being withheld. I did everything they asked to be compliant with them, and then they decided to close my account without a word. Now they are withholding 10% and every transaction for the last two weeks, how can a business survive its processor holding their revenue for 180 days. I didn't even have a charge back.

  

  Business Response

  Date: 03/25/2024

  Dear *** *********, 

  Thank you for taking the time to speak with ***** ***** in our Retention Department. This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty, or early termination fee. We have also agreed to release $1,498.15 from the reserve account and will release the remainder of monies held after 60 days pending no chargebacks. I am glad we could come to an amicable resolution. 

  At this time, EMS will consider the matter resolved. 

  
  Sincerely,

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

  Director of Client Services

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I accepted the resolution, even though I didn't like it. It was the best possible, so I wasn't happy but satisfied.But today they withdrew money from my account for services, when they haven't deposited any of the transactions. So either they should not have debited it, or they should have withdrew it from the money they are withholding. 

   

  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 04/17/2024

  Dear *** *********,

  Electronic Merchant Systems has initiated a refund of $169.89 to your business bank account and offset the fees owed to the monies held in reserve. The $169.89 represents fees for your March activity. 

   

  Sincerely, 

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

  Director of Client Services

  Customer Answer

  Date: 05/02/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Can you change to resolved and accepted the resolution by consumer. I am satisfied with what they did and offered as long as they keep their word. 
  

  
  

• Initial Complaint

  Date:02/11/2024

  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 have purchased the services of electronic merchant systems over a year ago. I have been charged almost 1 year and have tried to cancel and call and call but I keep getting moved around and nobody helps me. I had to cancel the service because business was not doing well and I canceled and shutdown the original email linked to the business and have no access to the other company EMS claimed I needed to contact to get this resolved. Please director of client services reach to me at ********************************* so I can cancel and hopefully get theses monthly fees refunded please.

  

  Business Response

  Date: 02/21/2024

  Dear *** ********, 

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

   

  Sincerely, 
  
  *** ** ********

  Director of Client Services

• Initial Complaint

  Date:02/09/2024

  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.

  I have terminated a contract with Electronic Merchant Systems few months ago. I stopped using their service but was told that I would have to pay an early termination fee unless I waited until March 2024. It was less money to pay the small monthly fees than the termination fee. However, I sent in the equipment back in Dec '23 and have still been getting a rental fee, $29.00 a month and this month I am getting a PCI-Non compliance fee of $50.00. For what I ask? I was told that this is the last of the payments. However, I do not see on this statement that our account is being closed on any specific date.

  

  Business Response

  Date: 02/20/2024

  Dear *** ********, 

  Thank you for taking the time to speak with Stacy Smith in our Retention department. This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty, or early termination fee.

  At this time, EMS will consider the matter resolved. 

   

  Sincerely,

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

  Director of Client Services

  Customer Answer

  Date: 02/20/2024

  [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,
  
  
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  In December of 2023, our company opened a merchant account with EMS after going through a thorough underwriting process in which EMS reviewed our past credit card activity and financials. Our company does short term villa rentals and deals in relatively large dollar transactions. From January 18-21, we settled 6 credit card transactions totalling $46,982. EMS has still not forwarded these fund to our bank nearly 3 weeks later - a far cry from the 1 to 4 day norm. EMS requested followup information on 3 of the transactions for verification purposes. Despite promptly providing all requested information, they have still not forwarded the funds from these transactions. They have shown no concern for the difficult position they've put our company in by holding these funds, as we must pay the villa owners for these short term rental contracts even though EMS refuses to forward the funds from the credit card transactions. After researching EMS further, we found that many other businesses have posted similar complaints. 21 of the 24 reviews on ***** ***** were 1 star ***************************************************** with many reviewers going so far as to call this company a scam and a fraud. Sadly, we've arrived at the same conclusion and believe that EMS is not operating in good faith and may have in fact wandered into criminal territory with the way they conduct business.

  

  Business Response

  Date: 02/15/2024

  Dear *** ********, 

  Thank you for taking the time to speak with ****** ******. This letter is to confirm the release on monies placed on hold. $29,757.91 was released on 2/6/24, and an additional amount of $9,892.00 was released on 2/9/24.

  At this time, EMS will consider the matter resolved. 
  

   

  Sincerely,

   *** ** ********

  Director of Client Services 

• Initial Complaint

  Date:02/01/2024

  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've been with EMS for over a year. I was planning to stop my services with them when my contract was over in November of '23 because they charge a $595 cancellation fee when you cancel during the contract term. To my surprise, when I called in to cancel they told me that the contract had auto-renewed, and because I did not call in to tell them I did not want it to auto-renew (mind you paying a monthly service fee while waiting for the contract to expire) that I would indeed have to pay the $595. This is a shady way of doing business and says a lot about how they treat their customers.

  

  Business Response

  Date: 02/09/2024

  Dear *** ******* 

  Thank you for taking the time to work with ***** ***** in our Retention department. This letter is to confirm the refund of your early termination fee. At this time, EMS will consider the matter resolved. 

   

  Sincerely,

  *** ** ******** 

  Director of Client Services

  Customer Answer

  Date: 02/09/2024

  [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,
  
  
  
  ********* ******
  
  
  
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  In October 2023 we sent about US$20,000 to Electronic Merchant Systems for processing into my Northern Trust Bank account. The payments were made by people in Australia for a seminar I am conducting in Bali in June 2024. On October 27, 2023 we received a message from EMS that "these funds will not be able to be released until after the event has been completed". This has never happened before. I have to pay for the event now so I need these funds now. I have been doing seminars in Bali for 20 years and have never had this issue before of my funds being withheld by a credit card processing company.
  I want the EMS to contact me at +64 21 142 1335 as soon as possible. please rsvp that this will happen.

  

  Business Response

  Date: 01/02/2024

   Dear *** *******

  This letter is to confirm all monies placed on hold have been released. At this time, EMS will consider this matter resolved. 

  
  Sincerely,

  *** ** *******i Director of Client Services

• Initial Complaint

  Date:12/05/2023

  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.

  Primary Care Health Services is a non-profit organization which tries to conserve as much money as possible to serve underprivilege communities. I have been having the worst customer services experience with EMS. We have not been using their services since Oct 2022 and have been trying to cancel this service since switching over to another vendor. This contract auto-renewed without me knowing as I am then new Controller with the company, after the previous one quit. EMS has charged us non-compliance fees for 8 months knowing that we were not using the services and also have been charging a flat $20/Month for each of our 11 accounts that we have. I have explained this to Mike in retention and he stated that we have to pay $795/account for a early termination fee and I believe that isn't fair as I wasn't the one who signed the contract and the person who did is no longer working with us. It has been a headache trying to get this resolved and it seems like they are taking advantage of the situation and not really trying to help.

  

  Business Response

  Date: 12/14/2023

  Dear *** *******, 

  Thank you for taking the time to work with **** ******* in our Retention department. This letter is to confirm your Electronic Merchant Systems processing accounts have been closed without penalty or early termination fees. However, all equipment will need to be returned to our corporate location. 

  At this time, EMS will consider this matter resolved. 

  Sincerely, 
  
  *** ** ******** Director of Client Services

• Initial Complaint

  Date:11/01/2023

  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.

  This all started with an ad. Payment cloud popping up every where acting smooth and promising next day payment fulfilment promising big with low rate of 2.9%. Next they put me up with EMS which became my worst nightmare and suddenly increased the processing fee to 4.9%+0.50cents for each transaction next day of entering the contract. Then it took them a month to send someone over to verify my address while they kept charging me for merchant fees which god knows makes no sense if you look at it. Next thing you know just after the first test transaction, they put my rolling reserve to 100%.The contract nor payment cloud mentioned anything about payment scrutiny. ******* at EMS from Risk dpt claimed he only needed to verify two to three payments but several payments down the road, he couldnt verify one payment and kept my money hostage demanding more transactions so he can verify before funding. The rolling reserve had a max value of 15k, to check their true intentions I asked ******* if my payments could be funded if i had a balance of 15k from transactions, he said he is still not sure. I bet he wouldnt because they just want to hold as much money as they can from fresh merchants and new businesses, preying on the weak and profiting from all the money on hold. Nothing but lies from their team. No mentions of excessive scrutiny was mentioned in contract they never even mailed me a hard copy.When you need them you can hardly get them on the phone, the person i spoke with to cancel my account asked me the reason and said ok thanks and hungup after i had just stressed him with all that was going on, no apologies at all. The money in my merchant reserves was only used to fund their monthly payment fees and could never be funded after months. EMS failed to fund any of my payments and on request of cancellation they are demanding a cancellation fee of $545 for what? profiting of my money? and they never call you Ihavetocallthemagainany timetheyneedsomething theywonteventell

  

  Business Response

  Date: 11/16/2023

  Dear *** ****** 

  Thank you for taking the time to work with Mike Takesky in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fees. EMS has also agreed to release all monies held in reserve. 

  At this time, EMS will consider this matter resolved. 

   

  Sincerely,

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

  Director of Client Services 

  Customer Answer

  Date: 11/17/2023

  [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 20809052, and find that this resolution is satisfactory to me. Thank you for the assistance.
  
  
  
  Regards,
  
  
  
  ****** *****