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Business Profile

Credit Card Merchant Services

Electronic Merchant Systems

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Electronic Merchant Systems has 9 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 had 3 customers in 4 days file complaints with my small business that they have been double charged for their transaction. Each customer has proof with their banking entities. On my terminal, transactions are only appearing once - if at all. I have attempted multiple times over the last 4 days to speak to EMS personnel. I am either pushed to leave a voicemail (2 voicemails left, neither voicemail returned) or I am hung up on.
      My customers need refunded one of their two transactions and I need to be paid for the transaction for the product I provided.
      I have had service with EMS for almost 12 months at 3 different small businesses I own. Our region representative changed within the last 4 weeks. We used to be in close contact with our rep Kelley and able to get issues resolved quickly. Now, ***, is absolutely ridiculous to work with. He has lied about steps he has taken to get devices and service started, devices and services canceled, and now ignoring our messages and calls. His voicemail box is full so there is no way to even leave a message.

      Business Response

      Date: 11/03/2022

      Dear *** ********** 

      Thank you for taking the time to work with **** ******* as we sort through your concerns. I know there were some transactional questions/issues, along with reconciling your account. We will continue to assist you to ensure all issues are resolved. I appreciate your patience, along with your continued business. 

       

      Sincerely,

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

      Director of Client Services 

    • Initial Complaint

      Date:10/08/2022

      Type:Billing Issues
      Status:
      Answered
      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 close my merchant account as soon as possible.
      I contacted the Electronic Merchant system in April 2022 and requested that my account be closed. They ignored my request and sent a letter to ask for my reconsideration. Meanwhile, they continued charging fees.
      I contacted the company in July again and again asked them to close my account. They ignored my request.
      I sent a registered letter asking the company to close my account and they have not responded and have charged 137.00 dollars.
      I have not used their services since April of 2022 and would like to terminate my contract. I would also like to be reimbursed for all unauthorized fees which were charged to my business checking account for May, June, July, August and September 2022..

      Business Response

      Date: 10/13/2022

      Dear *** *****, 

      Thank you for taking the time to speak with **** ******* in our retention department. This letter is to confirm that your Electronic Merchant Processing account has been closed without a penalty or early termination fee. We have also initiated a refund for April through September fees. At this time, Electronic Merchant Systems will consider this matter resolved. 

       

      Sincerely,

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

    • Initial Complaint

      Date:10/03/2022

      Type:Billing Issues
      Status:
      Answered
      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 attached the document for my transactions. Electronic Merchant System hold all these transaction with from over a month. They are not releasing my funds.

      Business Response

      Date: 10/12/2022

      Dear *** ******* 

      Thank you for taking the time to speak with ***** ***** in our retention department. This letter is to confirm that monies held in reserve have been released. At this time, Electronic Merchant Systems will consider this matter resolved. 


      Sincerely,

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

      Director of Client Services

    • Initial Complaint

      Date:09/06/2022

      Type:Billing Issues
      Status:
      Answered
      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 had used Electronic Merchant Systems for a number of years for my credit card processing. I haven't used them in years but they continually charge me varying amounts each month. I request the service be stopped/cancelled and it seems they just refuse to stop charging me. I'm at the end of my rope with these people. My account number with them is ***************.

      They need to stop charging me, refund the money they've taken all these years and cancel the account without penalty or fee.

      Business Response

      Date: 09/15/2022

      Dear Mr. **********, 

      Stacy Smith, from our Retention department, has made multiple attempts to contact you but was unsuccessful. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or an early termination fee.

      At this time, Electronic Merchant Systems will consider this matter resolved. 

       

      Sincerely,

      Jon C. Butinski

      Director of Client Services

    Electronic Merchant Systems is BBB Accredited.

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