Important information
- Customer Complaint:Elavon is headquartered in Knoxville, TN. The company maintains locations throughout the United States. Accordingly, this customer experience record includes complaints from all of its locations.
To address issues promptly please remember to include your Merchant ID# and DBA.
Complaints
This profile includes complaints for Elavon's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 136 total complaints in the last 3 years.
- 40 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:05/29/2025
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.
On 11/14/2024 our business Washington County Auto Inc. received a phone credit card order for the purchase of tires. The total of sale was 10,600.00. Elavon authorized the charges to go through in 5 transactions. All was set so we sold the product. customer had a delivery truck pick up the order. A few days later the customer is disputing his order and Elavon credited him. I sent all copies of the merchant slips, pics of driver's license, Pics of truck and registration to the dispute center as told. Elavon now is trying to get my company to pay them back the 10,600.00. As told by an attorney I should not have to pay this back. Elavon has a collection agency trying to collect this amount from us.
Business Response
Date: 06/13/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a merchant account. U.S. Bank has confirmed that a verbal contact was made on 06/10/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:05/12/2025
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 moved my merchant processing from national Bankcard to NRS PAY who is an authorized reseller of “elavon” merchant processing services.
ELAVON has since held every single sale we have made, with no justifiable reason and has now terminated our account stating “our risk level is too high”
Elavon “loss prevention” asked me for customer info including phone number, it was provided.
Felicia D Pitts (loss prevention elavon) STATES AND CLAIMS: “I spoke to the cardholder who advised she did in fact make the purchase, but then proceeded to hang up on me & since I cannot validate this purchase your account has been placed on hold.”
First off, if this did in fact take place, SHE (Customer) DID CONFIRM THE PURCHASE prior to hanging up “on you”. Even felicia admitted that and I have this call recorded.
So please elaborate on what you can’t confirm?
To put that part into perspective here-
You are annoying customers -
calling from numbers they don’t recognize asking about card transactions they made
you aren’t the bank they use…
I would have hung up on you as well.
Secondly, I myself contacted the customer who advised no such thing occurred and the customer also advised the funds had already been taken from her account and were no longer showing in her account as a pending transaction.
You have this money elavon.
You are scamming small businesses, stealing and holding funds with no valid reason and collecting the interest while you do so.
Since you have stolen my sales, with no valid reason.
I have requested to each and every customer that they file a dispute with the respective bank - so that you hold nothing.
I don’t care if I never recoup any of this money from the customers.Business Response
Date: 06/09/2025
On behalf of U.S. Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. U.S. Bank has confirmed that an investigation is currently open for the concerns that you reported and the team is actively reviewing your concerns with utmost priority. However, it might need some additional time to respond with the resolution. Please allow an additional 07 to 10 calendar days for a response. We appreciate your patience and apologize for the delay. If you have any additional questions, we encourage you to contact our complaints team at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:04/29/2025
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 am a small business owner and recently had to start accepting credit card payments (purchasing P card) from a long time customer. Regions Bank (whom I've been banking with for years) recommended Evalan for credit card transaction processing services - I opened an elavon account and invoiced my customer $5,505.35 (includes 3% elavon fee) - my customer paid via P-card and a deposit was made $5,345.00 to my regions account 4/15/25 - after that Elavon cancelled my account and withdrew $5,505.35 from my account 4/17/25 and told me they were “not releasing any funds for a minimum of 120 days - this is unacceptable and potentially fraud - I would like my funds to be returned/released immediately - I wonder how much money they are withholding from others and how much money they are making off the “frozen funds”Business Response
Date: 05/16/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding account closure and funds being held. U.S. Bank has confirmed that a verbal contact was made on 05/09/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:04/10/2025
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.
Company continues to charge me . Even though it was cancelled and not used for two mos. . They say they're not responsible because it's a thors party that was signed up through initially.even though they are the ones who continue to bill me and charge my bank account. The third party company says I need to go through ElavonBusiness Response
Date: 04/15/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding fees being charged. U.S. Bank has confirmed that a verbal contact was made on 04/11/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:04/09/2025
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.
We were shocked to discover that Elavon abruptly terminated our merchant services without any prior notice, explanation, or warning. Our business depends heavily, approximately 90–95%, on credit card transactions. This sudden disruption has placed us in a state of turmoil and has had a severe impact on our operations.
We are now scrambling to find a suitable replacement processor. A notice period of even a week or a month would have allowed us to prepare and transition appropriately. Instead, we were left completely blindsided.
To compound matters, we have received no explanation whatsoever. When we inquired, we were told that Elavon is under no obligation to provide one. However, we have since spoken with an industry contact who confirmed that our account was marked simply as a “risk.”
We find this wholly unacceptable. What specific risk did we pose that justified immediate termination without warning? What review process was followed, and who made the final decision?
We demand a clear, specific, and immediate explanation of your actions. This is not only a matter of professionalism, it’s a matter of responsibility to your clients.
We look forward to your prompt and detailed response.Business Response
Date: 04/18/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding account closure. U.S Bank has confirmed an investigation was completed and an email detailing the resolution was sent on 04/16/2025. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:04/07/2025
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.
Elavon started deducting 75 dollars a month from my checking account without notifying me that they were going to do so. I was not even aware they were charging me 50 a month previous to the 75 dollar charges. A couple months ago and they sent me a letter saying my account was closed but they continue to charge my account and due to there affiliation with the bank I cannot stop them or block them from doing so.Business Response
Date: 04/16/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding fees being charged. U.S. Bank has confirmed that a verbal contact was made on 04/14/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:02/28/2025
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.
Elavon is calling regarding PCI compliance. The persons calling speak marginal English and expect to interrupt the business day at their convenience. When asked their physical location, the answer is "off-shore." We all know that the Pacific Islands are home to some of the greatest credit card fraud in the world with Eastern Europe coming in second place. I have been a victim of fraud originating in Malaysia historically.
I firmly believe that speaking with unknown strangers in unknown places about my business credit card processing is high risk and that Elavon is responsible for that risk exposure.
Caller ID? Not worth the risk. We have had caller ID in the KC Metro area which identifies itself as a common utility and is not the utility at all.
Why should I trust someone and a company that I can barely understand?
Disappointed. This is unnecessary.Business Response
Date: 03/06/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding getting calls from our agents. U.S. Bank has confirmed that a verbal contact was made on 03/04/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:02/19/2025
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.
MAY 2024-DECEMBER 2024
SLVR STAND/STND FEES TOTALING TO THE AMOUNT OF $879.92
MAY: 84.99
JUNE: 94.99
JULY: 94.99
AUGUST: 94.99
SEPTEMBER: 134.99
OCTOBER: 134.99
NOVEMBER: 134.99
DECEMBER: 134.99
EVALON is my merchant credit card provider. I am just a small business owner with less than 10 employees trying to make ends meet.
NATURE OF DISPUTE: I am ALSO (I am not the first complaint on the BBB) writing regarding lack of disclosure and excessive PCI-Non compliant fees that were charged onto my account automatically monthly between MAY of 2024- DECEMBER of 2024. I was not made aware that Elavon was charging an additional non-compliance fee of approximately $84.99-$134.99 monthly. On the statements this fee is not clearly disclosed and is labeled as "SLVR STD" or "SLVR STAND" in addition this fee is excessive to what the industry standard is for PCI compliance. I did not receive any notification of the importance of compliance, nor was disclosed any kind of fee being charged by Elavon monthly for being non compliant. As a consumer I would like for the fees to be refunded back to my account along with further transparency and disclosures on monthly statements and e-mail notifications.
ADDITIONAL NOTE: If this PCI compliance is as important as they say, why does the company NOT notify me of becoming compliant, and just bill me? There is zero communication between me and the company regarding PCI Compliance during the time, due to the fact that I did not do their 5-minute questionaire. This is clearly a way for the merchant processor make money by charging in disguised fees. The PCI compliance is not clearly disclosed and is labeled as "SLVR STD."
I contacted EVALON as they refused to refund except for a 1 month.
I contacted them Feburary 13, and spoke to *****. He advised to fill up the PCI questionaire, which I did.
I contacted them Feburary 18. I was promised by "*****" that their merchant statements provide this notification, which there is none.Business Response
Date: 02/24/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding fees. U.S. Bank has confirmed that a verbal contact was made on 02/20/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Customer Answer
Date: 02/28/2025
Complaint: 22959311
I am rejecting this response because:I find your answer unacceptable as your company is using loopholes to bill your customers. There are numerous complaints about the way you do business by your other clients.
I have forwarded this to the CFPB. In what sense does SILVER STAND be equivalent to PCI Compliance Fee/Penalty? If you claim this is acceptable based on regulations, I will continue to forward your responses to the CFPB.
Sincerely,
***** ********Initial Complaint
Date:02/14/2025
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.
***** *** was the victim of a very sophisticated credit card fraud in May of last year.
We did everything that any company could reasonably be expected to do; we spoke with the clients, we got photos of the front and back of the cards, we had their e-mail address and their phone numbers,, which all matched, we also checked the addresses attached to the cards.
All of this information is exceptionally well & fully documented. Elavon were furnished with all this significant evidence. The fraud totalled $133,000 CAD . We supplied all the services that were purchased by the fraudsters.
Elavon subsequently shared all these documents with VISA & Mastercard to challenge their unfair charge backs.
Despite us addressing every single case in time and in full, Elavon immediately cancelled our ability to take credit cards, thus crippling our business, after telling us that they would not do this! So, now we had no ability to earn money.
They railroaded and sold ***** *** down the river, as their clients are VISA & MC! All our charge backs were green lit by Elavon to protect their clients (VISA & MC).
To make matters worse, they then declined to inform us that we could go to independent arbitration for every one of these charge backs! they simply sent us to collections. We are also officially complaining about the practices of both VISA and MC for permitting the fraud to occur in the first place doing nothing to support us the merchants nor investigating the fraudsters or passing this information to the police. Elavon of course only care about their clients (VISA and MC).
***** *** had worked well with Elavon for 8 years. In all that time, we NEVER had a charge back in all our history. We have never had an instance of a fraudulent card being used in the entire 11 year history of our company.
Elavon have behaved on a criminally complicit level in favour of their clients. VISA and Mastercard are equally as complicit, in what amounts to a dereliction of responsibility.Business Response
Date: 02/24/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding potential fraud and an account being restricted. U.S. Bank has confirmed that a verbal contact was made on 02/19/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:02/14/2025
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.
On or around September 26, 2024, Elavon withdrew about $4100 from my business bank account, which I assumed was “reserve hold " related to 1-2 chargebacks. Since then, I have made over 15 calls to Elavon’s customer service to get an update on the reason and the status of these funds. Each time, I am told by the customer service representatives that ******* ******** is the only person authorized to provide information on my case. and that the only action they can take is to inform her internally, after which she is expected to contact me—but she never does. Elavon’s customer service assigned a case number, C28204568, yet there has been no progress or resolution despite my repeated follow-ups. I have requested ******* ********** direct contact information (phone number and email) and tried to reach out myself by sending emails and leaving voicemails, all of which have gone unanswered. I have also requested escalation to a supervisor and alternative resolution options. I was informed that ****** ******* supervises ******* ******** and assured her she would contact me. However, this, too, has never occurred. It has now been six months, and Elavon has not provided a single update regarding the status of my withheld funds. Their refusal to do so, despite my numerous attempts, is unacceptable. Elavon’s failure to respond and continued obstruction raises serious concerns about its business practices, transparency, and accountability. I kindly request that the BBB compel Elavon to provide an immediate update on this case, a clear justification for the continued hold, and a resolution. Elavon’s failure to respond and continued obstruction raises serious concerns about its business practices, transparency, and accountability.Customer Answer
Date: 02/20/2025
Hello,
Complaint has been resolved.
The other party just provided the needed update via a phone call after 6 months, apologized and issued the refund which has been confirmed by bank.
Very grateful for your help ! , my respect to the BBB !
Sincerely ,
*******
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