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.
- 39 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:07/07/2023
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 for a U.S. merchant service on 5/19 for and this has been nothing but a nightmare. I feel I've been scammed. The lady who talked to me to initially onboard said that I have been way too much with other processors and she said "you'll pay almost nothing with us!". She said that all I would EVER pay was a small percentage (0.5% or so?) for each transaction, that was to be ALL that I would every pay. No mention of monthly charges or additional charges, EVER. So she told me to just sign a docu-sign and I did. Then a few days later, a surprise, I get a payment hardware in the mail WHICH I NEVER ASKED FOR. I also saw a charge for $53.65. Somehow I found someone to complain to on US Bank site and the person named **** H **** agreed that I was unjustly charged for something I never agreed on and promised a refund (screenshot attached). Weeks go by and I don't see the refund. I contact him again twice, but he decided to completely ghost on me. Today, a month and a half later, still no refund. Then, on 7/3, I see another new charge for $35 labeled "Misc Debit Merch Los Ange Billing", which I have no idea what for. What the onboarding lady said was that you pay only when you use the service, in a tiny percentage. They just keep taking money from me for no reason. This is completely unacceptable. I cannot remember the lady's name but her phone number I have on record is
Business Response
Date: 07/18/2023
U.S. Bank values the confidentiality of customer
account information and does not publish its responses to customers’ questions
and concerns. In order to protect your privacy, only a copy of our response has
been provided through this channel. Any described enclosures will be mailed to
you, along with a copy of our response.Initial Complaint
Date:07/03/2023
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 recently signed up for merchant services with Elavon (I was referred through my banker at Regions)
Elavon has $3000 of my money frozen for no good reason, they have requested for me to send them additional information about my business to release the funds - but this was a trick. Once I sent them the additional information in regards to my business they threatened to refund the money I was paid by a customer back to them.
Now I am without $3000 in cash flow and I have business expenses to pay to allow my business to run. My business life is on hold until Elavon releases the funds, and I cannot take any future payments for fear of them freezing the money as well.
This is a clear violation of federal law, (EFTA).Business Response
Date: 07/12/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, only a copy of our response has been provided through this channel. Any described enclosures will be mailed to you, along with a copy of our response.Initial Complaint
Date:06/28/2023
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.
We use Elavon for our credit card processing for our business and have had an account with them for at least 4 years. In May between the 1st and 15th we processed about $75,000 in credit cards. Our customers' cards were charged and the money went into a holding account called, "Reserves", at Elavon. We have filled out 4 forms to change our bank account number because our bank was purchased by U.S. Bank. Elavon said each form takes 3-5 days to evaluate. On the 5th day we got an email saying there were "errors" on the form. The needed information was not disclosed from Elavon, it just said errors. Finally after 4 forms, we were told on on June 20th that the form with the correct account number was accepted and verified June 19th. Elavon it would take 3-5 days for the money to be released from their Reserve Account into our bank account. We waited 6 days. Yesterday which was the 7th day, we received an email that the money was going to be released in 3-5 business days. Elavon is not releasing our money to our bank U.S. Bank which actually owns Elavon strangely enough. It seems every time I call and Escalate our situation, Elavon adds another 3-5 days. We need our money for cash flow.Business Response
Date: 07/10/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Customer Answer
Date: 07/12/2023
Complaint: ********
I am rejecting this response because:We believe Elavon should pay 2.0% interest on our money that was sitting in the Reserve Account which was $81,000. Elevon reduced our Settlement amount by the fees rather than deducting the fees as a separate transaction which was communicated in writing to Elavon on their Form.
Sincerely,
***** ******Business Response
Date: 07/20/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Initial Complaint
Date:06/09/2023
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.
The original request was sent on 5/3/23, then 5/9, 5/12, 5/31. I followed up 5/9, 5/13,5/18,5/22,5/23,5/24,5/25,5/31,6/8/23.
Request was to change our bank information and users on account. A lot of sensitive information on these forms and each time I call they ask me to resend. No one has taken action on my request. It has been escalated 3x.Business Response
Date: 06/22/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Initial Complaint
Date:06/01/2023
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.
This merchant processor would not release my funds after giving them everything they requested. They intend to keep my funds and re-invest it.Customer Answer
Date: 06/01/2023
They also debited my account for merchant fees, and still holding my money from meBusiness Response
Date: 06/06/2023
U.S. Bank values
the confidentiality of customer account information and does not publish its
responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Initial Complaint
Date:05/10/2023
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 was approached through the payroll company Paychex about their merchant services in March 2023. After some contemplation, we decided to move forward but with one very specific requisite - that they are able to process payments on an EFT every 4 weeks as is our billing cycle. When I was assured that this criteria could be met, I proceeded with the merchant applications. On April 13th I learned during my onboarding session with Elavon that it CANNOT process EFT payments every 4 weeks. I was greatly disappointed but seeing as how it didn't disrupt my business in any way as of yet I was relived to have at least learned this early on. Now, for the issue at hand: I was charged for the two credit card processing machines that I cannot use due to their providing me with inaccurate information. I asked multiple times where I could return the machines as they were unused with the exception of my own personal training. They hadn't even had a CC swiped on them. I was told after nearly 3 weeks of asking for my accounts to be cancelled (all the while receiving emails from them threatening to cancel my services for non use to which I was begging them yes PLEASE! I have been asking!) that Elavon will not accept a returned terminal. So I have 2 unused terminals, that I paid for but cannot use due to their own incompetence, and I am supposed to do what with them? I would like to be able to send these back and be refunded what I paid. Let me note that I have never been contacted directly at Elavon, only through Paychex and without even an apology for the inconvenience. Absolutely horrendous customer service.Business Response
Date: 05/23/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Initial Complaint
Date:04/11/2023
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.
HI, I own a business.
Date of the "fee" charged to my account - Mar 2, 2023
Fee was 2 times $ 10.00 2 fees for $10.00 each for a chargeback from my credit card company - Elavon.
Elavon says they charge a standard fee to investigate the chargeback from a customer to my account.
The problem of then charging me a fee happened when this happened,
I have customers that I charge a recurring fee for rental charges monthly for the lease of a band instrument
Customer "John Doe" (not actual name) filed a dispute on my credit card account that I charged his credit card $ 23.74 (total $47.48) twice. I did charge his card twice for rental of his band instrument. I have a signed contract which I sent them and they received. They invesitgated the charge and said I was cleared of the dispute and reinstated the $ 47.48 to my bank account. They sent me a letter to me reinstating my money but they said the the 2 $10.00 fees were non refundable - they were fees imposed for the investigation of the incident(s). I told them that was unfair I was not doing anything wrong and they should credit my $ 20.00. After futher arguing over the phone with them they hung up on me.Business Response
Date: 04/20/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. To protect your privacy, we
will mail you a separate, detailed response.Customer Answer
Date: 04/28/2023
Thank you I did not respond because I didn't see email.
I appreciate your letter to this company about charges to my account
They have been resolved with a credit back to my account
I believe it is against the law what they are doing
They basically said as a "courtesy" they would credit my account
They insinuated they do not do this even if the complaint from customer to vendor is resolved with the vendor being correct.
How is that possible?
Thanks again **** *******
Initial Complaint
Date:03/14/2023
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.
This company is terrible and I have had a similar experience with a lot of the complaints here. I have phoned this company after reviewing why I was paying so much on my last statement. They have just charged me a $99 yearly fee that has never been discussed nor mentioned at any time. They claim that it was a fee that was always implemented but they had stopped charged it because of covid. The customer care agent Felicia that I spoke with told me this is one of the many fees they took off because of the pandemic. I asked her please send me a copy of the the "Fees" you are "Helping" people with. She assured me she will email me that information. I only received an email stating that the $99 fee existed. If you really wanted to help their customers they would be as transparent as possible. Documents that support my statement provided. If it wasn't for their greediness I probably wouldn't have stumbled across a fee for a service that after being oversold the software I clearly stated I didn't need. The only reason I even with these customers is because I am a loyal type of customer and went with what my bank suggested. I'm a small business that offers accepts credit cards only as a service to my customers. They charged me it anyways. I remember they tried there hardest to push that product. When I called the customer care agent that I was according to their phone menu was supposed to address fees and such she told me that I have to speak with their "Premier Staff" asked her please give me the number she told me she didn't have a phone number. After letting her know of all my frustrations I magically received a phone number that I needed an extension to. Unfortunately when your starting a new business it's a real struggle trying to bend over backwards to tend to your customers, it's easy to fall a victim to these type of people. Being lied to is not a solution. My last statement the charged me $221.14, Only transacted $1,774.45. Email sent to me after the fact provided.Business Response
Date: 04/12/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.Customer Answer
Date: 04/13/2023
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.
Sincerely,
****** ** ****Initial Complaint
Date:03/10/2023
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.
Our company purchased a credit card machine from this company and within a few days of getting it online to process and take payments the machine crashed and went off line, giving a communication error. We called customer care and was told to have our IT guy call them and he worked for hours and finally got it work which cost us $125. Within a few days it crashed again and we were then sent a replacement. The replacement did the same thing within a few days of operation, we were told we needed to contact our IT department. WE have called our account manager ********* ********* at ************ 8 times with no response. On 3/8/2023 we called customer care at 800-725-1243 and told them what was going on and they said they would escalate the complaint to *********** manager. Today is the 10th and still no response so we called again and spoke with ***** and his called was dropped and then called back and spoke with Nicky. After telling Customer we just wanted a refund and to cancel service ********* mysterious called us and said they would send us another machine which we declined because they would only send the same model which we have had 2 of them with the same issue of crashing within a day or so of set up. We have spent this whole week without credit card processing to which our business operates about 75% on with no help from them. What good is an account manager who refused to call you back and customer care who can only take a complainant but can not do anything to help with the issues.Business Response
Date: 03/22/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. To protect your privacy, we
will mail you a separate, detailed response.Customer Answer
Date: 03/22/2023
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.
Sincerely,
******* * **** ** *** **Initial Complaint
Date:03/10/2023
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.
A merchant account **** *********** with Elavon was closed on January 31, 2023. The account belonged to my father who had passed away in September 2022. I received written confirmation from Elavon that the account was closed. However, after the account was closed, a monthly merchant fee continued to be withdrawn. $86.99 was withdrawn on February 2nd and March 2nd.
When I called Elavon, they confirmed that the account had been cancelled, but I could not get an adequate response as to why merchant fees were continuing to be withdrawn. Also, prior to the cancellation, the merchant fee had been $12 per month. When I asked why $86.99 was being withdrawn, I was told that it was a noncompliance fee, but I don’t understand how a business can be compliant or non-compliant when it doesn’t even exist. The business closed in September 2022 when my father passed away.
Elavon also stated that to request a refund, I would have to call a company called Helcim, which has never sent any correspondence regarding this account. I tried calling Helcim, but no one answers the phone. Elavon processed the cancellation, and the written cancellation confirmation came from Elavon, and when I called, they had all the account information, so it makes no sense that I have to try to reach someone at Helcim to get a refund processed.
This is truly upsetting and disturbing that Elavon/Helcim is continuing to fraudulently withdraw money from an account that belongs to a person who is deceased.Business Response
Date: 03/24/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.
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