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:02/27/2023
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 received a confirmation that services have been cancelled in August 2020. Since that time Elavon continues to charge us $111 monthly. We would like a full refund for the 30 months of charges. We would also like the company to stop charging us for services that we cancelled.
Business Response
Date: 03/08/2023
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: 03/09/2023
Complaint: ********
I am rejecting this response because:
I provided the confirmation of the request to cancel the account in August 2020. Furthermore, the account was double charged for 8 consecutive months prior to canceling. We have one business and we trusted US Bank to act in an honest manner and instead received duplicate charges. I have tried to reach out to the person after he left a message but the hours of availability are limited for contact. I continue to demand a full refund of all charged since 8/2020.
Sincerely,
******** ******Initial Complaint
Date:02/06/2023
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.
Hello, I was using elavon up until January of 2022, and then it went till June of 2022 till I called to cancel service, they said it is all canceled and I'm good to go, they keep charging me $109 every month, and even one month they charged $209. When I call in they say I never contacted them. I would like a refund for the money they are stealing.Business Response
Date: 02/07/2023
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: 02/07/2023
Complaint: 19329951
I am rejecting this response because:
I talked to Elavon in June, and also when I talked to them in December, they said they will do a refund for the prior 3 months. They didn't do that and also they are making up stories saying I didn't talk to them before December. I still want refunded.
Sincerely,
***** ********Initial Complaint
Date:01/27/2023
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.
On October 20th, 2022 I began calling the company regarding PCI noncompliance fees that I had been charged totalling 60.00 and a PCI custom charge of 251.85. I called my initial rep who then referred me to "Doug". He assured me that I would get the refund once completing the PCI compliance. All of these fees I received while supposing to be on a PCI compliance reminder system, to which I never received any reminder, by phone or by email. Once completed, I called Doug to start on my refund and he told me he would have it issued. I called Doug monthly until December when he stopped returning my calls. I then had to google the number for PriorityPayment as the phone number on the Merchant billing statement gave me a message that they were not in service and the number given to me by for DBA Priority Payment refunds by PCI compliance customer service also gave me a voice mail that was never returned (after three messages). After I found a working phone number on google and was finally able to talk to a representative, they were unable to cancel my account as it was the holidays. Following they contacted me with an offer and told me simply to respond to the email with my response. 2 unanswered emails followed by 4 phone calls in January, I still have not received an actual cancellation, a box to return my debit machine and was told today that the refund was only part of a continuing my account package and that I would be billed for the next month, but they would "refund" the one time charge should I be billed. Not only do I not trust them to refund the February charge, I am upset that they are uncontactable and that they refuse to refund something that was promised to me in October.Business Response
Date: 02/07/2023
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: 02/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18901576, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:01/16/2023
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.
I own a juice bar. My customers
Order juice cleanses
Online, and pay through an app called Talech. I received notification that the payments have gone through, however none of the funds were deposited into my bank account. I had contacted Elavon (my merchant), and they confirmed the funds were "all up in the air" and they would try to get these funds deposited as this was their mistake. I received an email saying they cannot process these funds - and they're costing me over 6000$ in missing sales. I want justice and to receive all these sales that I worked so hard for.Business Response
Date: 01/25/2023
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: 01/25/2023
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:10/27/2022
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.
Merchant ID used Elavon Merchant Services up until November 2021. We called and explained that we needed a data transfer of our credit card information to Stripe for a new website and new credit card processing service. And that we wish to cancel our services with Elavon. The data transfer went well and assumed that they completed the task of canceling the service as it was no longer needed or used since that date. This October 2022 we discovered that we were still being charged by Elavon since last November. It was not noted as Elavon on the bank statements so we were unaware of that this was occurring at the rate of $137.98 / month. This October we were able to get this account closed. Today after confirmation of account closed I called in as advised to request the refund of all those months from Nov. 2021 to September 2022 because Elavon did not cancel the account. The best the supervisor could do for us was nothing. He kept saying that we would have had to make another phone call to cancel the account and that it was not possible to ask for a data transfer and an account cancellation on the same call. The fact that they did not do that or explain that we would have to call back to ask for the cancellation at another time is not our fault. I indeed did ask for these actions to take place in 2021. He then asked why we did not catch it until now as we should have seen this and called much sooner. And if we did he would be able to just take care of it. I explained once again that there are no paper or email statements and I would have no reason to log onto their site to see my monthly bills because I asked for cancellation already. I also explained that the bank statements we have do not indicate any mention of Elavon on them so we would not have seen it anyway. The supervisor refused to do anything for us at all. The issue is very clear and a full refund needs to be the response from Elavon.Business Response
Date: 12/12/2022
Business Response /* (1000, 5, 2022/11/10) */
The Regulatory Complaints Coordination team ([email protected]) provided a response to this complaint via fax today.Initial Complaint
Date:10/19/2022
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.
We've renting a Poynt debit terminal. My terminal did an automatic firmware update and it would not process a transaction after the update. Called elavon tech support and they could not figure out what the problem was, and transferred me to Poynt directly and they also could not solve the problem and told me that the device needs a replacement.
So I called Elavon again, explaining what happened with Poynt tech support and that we would need a replacement terminal. The representative then tells me I need to pay $45 CAD "swap fee" for a not a new terminal, but a refurbished terminal, and that any problem with a terminal is NEVER a processor's fault.
So basically according to Elavon, it is MY fault that the terminal automatically did a firmware update and decided to not work, and not be able to solve the problem??Business Response
Date: 10/28/2022
Business Response /* (1000, 5, 2022/10/24) */
The Regulatory Complaints Coordination team (****) provided a response to this complaint via fax today.
Consumer Response /* (2000, 7, 2022/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
refund grantedInitial Complaint
Date:10/05/2022
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.
We signed up for Elevon merchant services during Covid-19 and it was marketed to us as a free service that if we signed up for would make our business checking account free. All that was required of us was to complete an annual PCI survey each year for it to continue being free. This month we were charged $99.99. They tell me it's an annual fee that was simply waived during Covid-19. They told me they notified their members that the fee was being reimplemented through their statements. I don't receive statements from them and never have. The representative confirmed I do not receive statements and therefore would not have received this notification. We have only used the service one time and would not have kept the account open if we knew if cost $99.99.
I've asked them refund the fee and to close our account. They are only offering 1/2 back and to close my account.Business Response
Date: 10/20/2022
Business Response /* (1000, 5, 2022/10/19) */
The Regulatory Complaints Coordination team (********************) provided a response to this complaint via fax today.
Consumer Response /* (2000, 7, 2022/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/22/2022
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.
This merchant solicited my business and then aggressively charged fees to my account thus making my account overdrawn. When I called the main phone number to speak with the representative, I was informed that she was on vacation. When I asked for her supervisor, the representative who works in the tech center lied stating that . does not have a supervisor and when I requested to speak with supervisor she stated that she does not have a supervisor available. I want a refund immediately and this company needs to take measures on how to improve their customer service especially when they allow employees to self govern themselves as implied.Business Response
Date: 09/20/2022
Business Response /* (1000, 5, 2022/09/01) */
The Regulatory Complaints Coordination team ([email protected]) provided a response to this complaint via fax today.
Consumer Response /* (2000, 7, 2022/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello . ,
Thank you for your response. Please note that Mr. never returned my phone calls or responded to my emails. Mr. blatantly ignored my attempts to resolve this. I cannot instruct you on how to manage your employees but as a Director of a company, I would ask him to forward me his responses to my inquiries especially in this case wherein he states that he offered a response. This is an unfortunate situation and I hope no one else has to go to the measures to resolve issues with your company; however, thank you for refunding the fees and zeroing the account.
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