Credit Card Merchant Services
Electronic Merchant SystemsHeadquarters
Complaints
This profile includes complaints for Electronic Merchant Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 96 total complaints in the last 3 years.
- 38 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2023
Type: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 signed up with EMS through Payment Cloud on August 14, 2020, and I was told money was going to be set aside (held in escrow). In September/October of 2022, I called them to cancel my account and was told by a rude agent that I had to pay $500 to cancel and that my account contract was automatically renewed. I advised the agent that I was never told that my account would automatically renew and that detail was left out during the sign-up. When the agent sent my form to cancel it said that I had to pay $595! According to my statements, I had $545 in escrow/hold so I'm thinking that would at least take that and just charge me the difference, seeing how I feel as though I fulfilled my contract and should not even have to pay a termination fee. The full amount of $595 came out of my account which caused an overdraft fee and I still have not received my escrow/hold money. I will never do business with nor recommend anyone to do business with this company again, they are very misleading and "scammy".
account#****************
Business Response
Date: 01/24/2023
Dear Ms. ********
Thank you for taking the time to work with ***** ***** in our Retention department. This letter is to confirm all monies held in reserve have been released. We have also issued a $595.00 refund of your early termination fee. At this time, Electronic Merchant Systems considers this matter resolved.
Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
Date:01/02/2023
Type: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 account received payment from a customer on December 04, 2022 via a credit card in the amount of $3925.00. Electronic Merchant Services (EMS) flagged the transaction as suspicious and requested specific verification factors of this transaction which we immediately provided. EMS then also requested the party whom paid the transaction to also verify specific transactional factors. With full verification being satisfied, on December 07, 2022 EMS only released $1258.79 and placed the remaining portion of this $3925 payment in a "reserve" account.
Prior to this transaction EMS threatened to close the account if the account was not used.
In order for the account to remain active I was billed approximately $100+ monthly for an account we have maintained for more than 2 years.
This account was not utilized very often for many reasons.
On December 13, 2022 I decided to close my account for a number of reasons but ultimately because of the unfair terms of this account therefore I emailed the cancellation form they suggested was required for cancellation of this account to be completed.
EMS failed to retrieve and process my cancellation until December 20, 2022.
EMS has now refused to release the funds from my account until up to 120 days, for a transaction that has been fully verified by me and my customer, despite the fact that my account should have been closed on December 13, 2022.
My request is simply for the account to be completely closed, for all reserve funds/remaining funds to be immediately released to my account, and for us to end our relationship completely.Business Response
Date: 01/05/2023
Dear Mr. ********,
Thank you for taking the time to speak with Stacy ***** 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 released all monies held in reserve. I would like to apologize for any inconvenience this may have caused. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Initial Complaint
Date:12/15/2022
Type: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 processed exactly $6,599.12 with EMS through Authorize.Net Gateway and after a couple of weeks, they haven’t paid a single penny to my newly changed bank account!??
This is ridiculous!??
I certainly don’t have a single chargeback or dispute on my merchant account.Business Response
Date: 12/19/2022
Dear Ms. *****,
Our Risk department has made multiple attempts to reach you by both phone and email but have not received any response. At this time, there is still a pending site inspection that needs to be completed along with additional verification on account information you have requested getting changed. EMS is also starting to experience chargeback activity on your account.
Please respond to our Risk department's inquiries, so we can begin to rectify the open issues.Sincerely,
Jon C. B*******
Director of Client Services
Initial Complaint
Date:12/06/2022
Type: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 attempted to cancel my account with this company for several months as we are no longer in business. There cancellation process is to leave a voicemail and wait for someone to return so that they can email you a form that requires only a signature. I have been charged additional fees for several months including this month which they charged an additional fee for non-compliance. This company has no department to contact to voice concerns or speak with someoneBusiness Response
Date: 12/13/2022
Dear Mr. ********,
Thank you for taking the time to speak with Stacy ***** 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 initiated a $95.00 refund representing November month end fees. I would like to apologize for any inconvenience this may have caused. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Customer Answer
Date: 12/13/2022
[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:12/02/2022
Type: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.
Initially I was told that there would not be cancellation fee or penalties if we decided not to use the service at any point. Now approximately 15 months later there is an email being sent with a cancellation fee of $595. I have paid month after month never used the services besides for a mishap that’s supposed to have stopped the monthly deduction but it never stopped. Money is coming from my credit card as if I’m a clients after I expressed my concern for this error in the beginning. The services work, but Rep misled and my issue wasn’t handled.Small start ups make sure you need the services. Otherwise its a constant expense added to a new company. Hopefully things can be adjusted.Business Response
Date: 12/07/2022
Dear Mr. ***,
Thank you for taking the time to speak with Stacy ***** 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. I would like to apologize for any inconvenience this may have caused. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Initial Complaint
Date:11/18/2022
Type: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.
***** ***** is unable to help me or anyone at ems (electronic merchant systems.) i have sent proof of payment to him and ems several times starting with an email oct, 16th 2022. They refuse to apply my cashed checks against my balance 1113.59. MY ACCT# **************** I have paid this company my balance due in a timely manner. I am being threatened that they are going to be forced to escalate my account to collections. Attached are my PROOF of payments. They are not returning my emails or phone calls. It seems they are trying to extort me.Business Response
Date: 11/30/2022
Dear Mr. *******,
This letter is to confirm that your Electronic Merchant Systems processing account has been closed and balance owed has been paid in full. I would like to apologize for any inconvenience. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Customer Answer
Date: 12/06/2022
[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:11/14/2022
Type: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.
- Multiple transactions made since October 21, 2022.
- I have frozen with them more than $1000
- Nothing, I called them on the phone and the representative ******** ****** hung up the phone on me and I also left it off the hook, so she will not receive more calls from me.
- The nature of this dispute is that this company works without any professional ethics, it is not transparent in the information it shares, it manipulates the information it offers, it does not offer all the information necessary to carry out commercial agreements, among other activities that affect the commercial stability of any business.
- They have not tried to fix the matter at all. In fact, communicating with the required people is an odyssey to the point that you have to get upset and angry to get them over the phone. They do not communicate anything to business at all, they are a total disorganization with a very high level of disrespect.
- My Merchant ID is MID#***************
If I don't get funds by this week I will open a claim in the ***** **** Court. I have enough evidence to prove the commercial violations of this company, starting with not offering the taxes that will be charged per transaction and extra fees.Business Response
Date: 11/18/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Dear Mr. ********,
This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. We have also released all monies held in reserve. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Initial Complaint
Date:11/01/2022
Type: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 cancel services for over a year im Constantly charged every month. Every time I call to cancel they sent me to voicemail they have enter me into another conTract that i did not wantBusiness Response
Date: 11/07/2022
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. We have also processed a $56.00 refund for October fees. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
Date:10/14/2022
Type: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 started the process of using EMS as a payment processor July 26th 2022. As of now, October 14th 2022 the process still has not been completed. I received 5 sets of instructions for changes I needed to make in order to be approved. I completed all of the changes in a timely manner as this is my primary source of income so the longer it takes the harder it impacts me. Between every set of instructions it took a minimum of a week for them to respond, sometimes over 2 weeks just to get yet another set of instructions for changes that needed to be made to my website. I finally got fully approved and now have been waiting for them to finish the account in programming. I was approved on Tuesday and have followed up with them multiple times to see if the account has been finalized, I was told it would be done by today, the 14th at the latest. It is still not completed. I make the majority of my sales on the weekend so yet again I am losing money due to their inability to finalize my account.Business Response
Date: 10/20/2022
Dear *** *********,
This letter is to confirm that your Electronic Merchant Systems processing account is now approved, open, and active. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. Butinski
Director of Client Services
Initial Complaint
Date:10/13/2022
Type: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 took over a business October 1,2022. I was given EMS contact info, the representative was ****** ********* My first contact with him was the second week of September 2022. We needed to set up an account for my card machine. He sent me emails to do an e sign for the documents. I’m those were my business account bank information. Anyway, we emailed back and forth up until the day before I was to open, and myself and another owner were getting mixed conversations when I’d be getting my card machine. Daniel assured me many times I’d have my machine way before I opened October 1st. Opening day came and I didn’t have my own card machine. Had the previous owners & my sales actually went into her bank account. I called that Sunday October 2nd customer service said a new machine was being sent to me, it was shipped that Friday. Monday came and still no machine. When it did come I sent it back bc I had already set up a new system for sales. I’m sent Daniel an email asking to cancel my account that was October 3rd and as of today October 13th my account is still open.Business Response
Date: 10/19/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
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 Processing account has been closed without penalty or early termination fee. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
*** ** ********
Director of Client Services
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.