Complaints

This profile includes complaints for Elavon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elavon

  7300 Chapman Hwy Knoxville, TN 37920-6612

  
• 

  Elavon

  800 N Black Branch RD Elizabethtown, KY 42701

• 

  Elavlon

  219 Perimeter Center Pkwy NE Atlanta, GA 30346-1303

• 

  Elavlon

  5955 Parkway North Blvd Ste A Cumming, GA 30040-1389

• 

  Elavlon

  Elavon Corporate One Concourse Parkway, Suite 300 Atlanta, GA 30328

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.

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  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 requesting that this account be closed for over 3 years. The 1st attempt was in September of 2022. At that time, I assumed it had been closed and did not realize it was still open and charging my company ongoing fees until Oct. 15, 2024.
  
  I then called several places to try to get the account closed. I called Elavon and was told I needed to contact my Merchant Services provider BCMS. Upon calling them, I was told they would not be able to close the account for me either. I called back to Elavon again and was told the account would be closed.
  
  I continued to receive bills for this account so, I called Elavon again on Nov. 12,2024, which I was again informed the account would be closed.
  
  It is currently still showing as open. As a result, I have incurred excessive fees for non-compliance with PCI which I have had no ability to access on this account since I was under the impression it had been closed for several years.
  
  I am requesting at a minimum that I am refunded the amount for the PCI non-compliance, as well as the cost for support for the 2 Poynt terminals, both of which are on another account with Elavon and I have been paying for that support under that account, annual fees, mailed statement fees. We are only going back to Feb. of 2023 not Sept. of 22 when I first requested the account be closed.
  
  I do acknowledge there have been transactions run through the account, we still do not know where these are coming from however, this does not excuse the repeated requests to close this account and stop these horrific fees from harming my business.
  
  The total amount we are seeking to have refunded is $3614.

  

  Business Response

  Date: 02/19/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding an account that should have been closed. U.S. Bank has confirmed that a verbal contact was made on 02/14/2025, 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.   

  

  Business Response

  Date: 02/24/2025

  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 has been reopened for the concerns that you reported, and it might need some additional time to respond with the resolution. Please allow 15 calendar days for a response from this inquiry's date. 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. 

  Customer Answer

  Date: 02/27/2025

  
  
  Complaint: 22935876
  
  
  
  I am rejecting this response because US Bank is asking me to wait 15 days for further investigation into this matter and if I do not respond within 7 days the BBB will close out my complaint. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  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 payment processor told me to get lost because they don't want to deal with the issue---a double charge! Sad! I want my refund of $138!

  

  Business Response

  Date: 02/25/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding being charged twice for one transaction. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/18/2025. Please allow time for the letter to be delivered by the USPS. 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. 

  

  Business Response

  Date: 03/04/2025

  Elavon states they have mailed a response directly to the customer.  Mr. ******* needs to contact ******** *********** for any questions regarding this charge.

  
  

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: 22917381
  
  
  
  I am rejecting this response because:
  
  **** ****** ******** **** * ***** ***** **** * ****** *** ********** ******* ****** **** ** ****** ****** ***********
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  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 machine they provided us gave a countdown to update or it will not work. Eventually that is what happened so i had to get another provider. This happened in 2021,2022 . I did try to contact them but I did not have my account number so it would not let me talk to anyone. I was not actually sure they were my provider at the time. I contacted us bank and they did not know who my provider was either. I never recieved an email or letter the whole time. Ironically i called the number and even faxed the number that i would later find out was my merchant number. Its 10 numbers that look like a phone number on the charges but does not say who it belongs to on the account. US bank kept dropping the ball while looking into this. I would go every time I could remember or was physically able to after having my many surgeries. Finally back in late September early October I found the new Manager at US Bank eager to help. Even with that it took her until December to finally find the correct associate to be able to close it. I called and got it closed and someone at Elavon told me they would reach out to me about it. They did not so I spent this week calling everyone again because this is years of charges for no service. I would get two charges totalling 265.93 a month along with a yearly 299.98 update charge. I got a call just now saying too bad that is policy. So making it impossible to get in touch with someone and continue to charge for a service that has not been used is policy? I can't understand that. They said that it was emailed but my I am in charge of all emails associated and not associated with the company. I even have my partners that passed aways email and we never recieved not one email from them.
  It should be illegal to leave a continuous withdrawal system when it has become dormant for years. I'm looking into it and if it is I will be taking action. The fact that their machine stopped working due to updating issues should have stopped everything.

  

  Business Response

  Date: 02/06/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding merchant equipment. U.S. Bank has confirmed that a verbal contact was made on 02/05/2025, 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. 

  

  Business Response

  Date: 02/19/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the machine and fees associated. U.S. Bank has confirmed that a verbal contact was made on 02/18/2025, 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: 02/19/2025

  
  
  Complaint: 22879114
  
  
  
  I am rejecting this response because: I was contacted and they simply said they would no do anything about it. I offered them names of the people I had talked to, I told them that they never contacted me in all of the years of not being PCI compliant because we did not have service. That charge alone was 135.00 a month. I told them that there is no way that they called this place of business during operating hours. They said that they had sent 1 letter in 2023 and called 3 separate times stating that there was no answer and no way to leave a message. We have employees here before we even open and often times after we close. Our employees  average 50 plus hours a week here up to 60 plus hours in the summer.  We do not close for lunch time. We have a digital answering machine that we still use as well so there is no chance that they would not have had a message even if calling after hours or on weekends. As for the one alleged letter sent in 2023 I never saw it. I check junk mail still to this day due to the fact that I am still learning the stuff my partner did before he passed away. 

  Again I will make it clear. The first place I went when the machine displayed a update message was to US Bank on Montgomery. I talked to the teller and they had me talk to the manager in which looked at their system to tell me they don't know who my processer is. Unfortunately I was told again recently that they do not share the same system. If you do not have your merchant ID number no one will even let you talk to someone at Elavon. I tried several times. The lady that called me this last time said the same thing. They just keep pointing the fingers at each other while telling me I'm sorry but they did not do it correctly. I found another charge of 95.94 that they said was not them but the bank said was as well. I have no clue what that was for as well. It came out the same day as the 169.99 and stopped when I was finally able to get it closed. Did I mention even after I finally had a manager call around to different departments it took over 2 months for them to find someone that could do it. This We are talking about thousands of dollars because they don't make it transparent to their own staff. Not to mention My partner died and I went in there to get anything associated with him closed out and they never mentioned this either. 
  
  
  
  
  **** ******

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  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.

  Around the end of November 2024, we found out the a customer (we no longer provide service to the customer) was a fraud, and had been paying orders with all sorts of different credit cards using Elavon's payment link option. There were all sorts of chargebacks, which on my end have all been paid off as I communicate with Disputes & collections team as I matched every payment through our Bank with Elavon's Chargeback reports using case #'s assigned to each payment. Elavon processed a second cycle of Chargebacks to the same case #, which I've explained to the Dispute & Collections team, and the only thing they were able to tell me is that they do not have access to see details, and that there is just a balance of $9,200.00 owed. I then requested collections to send over some sort of invoices & open invoices reports, and they were able to see that there was a 2nd cycle for the same chargeback case #. Disputes team was questioned, and never provided feedback. This was assumed that this was handled internally. I received a Delinquent Account letter, dated 01/06/25 saying that we still owe and I still have not received any sort of response on where the $9,200.00 is from?

  Customer Answer

  Date: 01/31/2025

  After multiple attempts & very basic responses from Dispute's automated emails, an internal contact: ****** * **** ************************ has been VERY VERY helpful in looking into this, along with getting her manager involved, and was able request a clearing of the "said" overdue balance because it was indeed a duplication entry. 

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  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 July 31, 2024 my business store front was closed. Prior to business closure, all accounts were contacted to be closed effective 8/1/2024 (lease agreement, utilities, internet, Point of Sale system, vendor accounts, AND THIS MERCHANT SERVICES account that was used for credit card processing). Since the account closure, this business continued charging $70.00/month each month and then an additional $129.99 for an annual fee. In total, this business has charged my company $479.99 in fees for an account that was requested to be closed. When I call to see what is going on (like maybe we had some equipment or something?) they state they never received the account closure request and that all charges are valid. We do not have their equipment (we owned the credit card machine). This was fees as follows for September 2024 - January 2025:
  
  $25 minimum monthly bill fee
  $10 monthly fee
  $0.02 paper statement
  $35.00 for PCI compliance
  $129.99 annual account fee
  
  However - I NEVER ONCE received a statement of any kind. I was then told by a different associate that the statements were online / not paper mailed statements. This is absolutely despicable business practice. We received $0 in sales after 7/31/24 yet this credit card processer did not accept our request to close the account and made no effort to correct these invalid charges to our bank account, even after we've paid hundreds of thousands in fees to them for our credit card processing in the 10+ years we were in business. They made NO EFFORT or attempt to resolve this at all and sounded happy about my suffering for this nearly $500 loss. I would attach statements, but I do not have any to attach as I have received NONE!!! How is it that ALL of our accounts were closed, but this one did not receive any notice of closure? NO!

  

  Business Response

  Date: 01/16/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding fees and statements. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/13/2025. Please allow time for the letter to be delivered by the USPS 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:01/03/2025

  Type:Billing Issues
  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 used this company to process a American Express payment from a customer, A customer whom I had already been using this company to process payments for But on this occasion, the customers payment was frozen by This company, after I spent the better part of three days trying to get the payment cleared, I was informed that the only solution would be to void the payment which would make it like the transaction proces Never happened and my customer would receive the funds back that way they can pay me through another payment method Which brings us to today when I contacted the customer to receive payment I was informed that they never received their money back and their bank had informed them that the Payment had completely cleared processing, at that point, I then called this company back to find out where my money was since they never sent it back to the customer and did not inform me that they had in fact, retained the money after they had already told me avoiding the transaction with send the money back. Upon finally being able to get in touch with the one person That can give me any details on the transaction that this multi million dollar company processed and lied to me about I was informed that they would have my money on hold for three months before they decide to release it, I don’t know what world that is legal or ethical in, but they need to be investigated For fraud

  

  Business Response

  Date: 01/09/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding payment processing. U.S. Bank has confirmed that a verbal contact was made on 01/03/2025, 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: 01/10/2025

  
  
  Complaint: 22763679
  
  
  
  I am rejecting this response because: I still don’t have My money or a timeframe to receive my money That is in anyway acceptable
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 01/16/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported continued concerns regarding receiving funds back. U.S. Bank has confirmed that a verbal contact was made on 01/13/2025, 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:12/17/2024

  Type:Billing Issues
  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 had an Elavon account for merchant services since 12/22/01 and in 10/2013, I closed that account because I moved offices and received a new tax ID number. In 10/24 I closed the new account and was only then made aware that Elavon was charging my bank account a monthly fee for the last 11 years by leaving the first account open. My account representative either did not inform me that I was supposed to do that or purposefully neglected to transfer the accounts.

  

  Business Response

  Date: 12/30/2024

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding monthly fee charges. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 12/18/2024. Please allow time for the letter to be delivered by the USPS. 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:12/17/2024

  Type:Billing Issues
  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.

  Bank of Montreal (I have a business account with them for 27 years) suggested I open an account with Elavon Merchant services which offer low merchant credit cards rates. I did, however I have been defrauded by the fraud department of Elavon. After using their new account, they suggested for my company to leave a $5,000 dollars security deposit to back up my account. Something I did not agree with. I see that is business malpractice and I noticed they wanted to take advantage of my small company. Because I did not agree with that money, now they are holding over $42,000 dollars I charged to my customers in over 40 transactions last November 2024. They said they will hold those funds for a minimum of 270 days, without any legal reason and without my consent. Arbitrary they are defrauding my company and now I do not have money to restock products, pay for business expenses and pay for the business credit cards. Elavon business malpractice is clear, and they are not a reliable company. A month later they have not contacted BMO (Bank of Montreal) the bank who partners with them in the merchant service. There is nobody in higher management that respond in a nice business manner. I have been mistreated multiple times by ******** ********, Elavon's Fraud department (That is a correct name, they are a fraud not fraud prevention department). The more I support I am a legal company with legal trade, the more punishment and more they held my funds. They want to hurt my business because I did not agree to the arbitrary $5,000 fee. It does not make sense than a $5,000 dollar fee is necessary for me to use a merchant service. I never heard of such thing. I used Elavon for over 15 years with another bank account and I never had this kind of problems before.

  

  Business Response

  Date: 12/19/2024

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a funds hold. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 12/17/2024. Please allow time for the letter to be delivered by the USPS. 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: 12/26/2024

  Hi member of BBB, a satisfactory agreement was reached with Elavon. 
  

  i appreciate your help to find a solution

  Best Regards,

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

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  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.

  In 2024, on August 12 and September 19, the same two individuals purchased over CAD 3,000 worth of alcohol from my liquor store. In October, I received a notification from Elavon stating that the credit card company flagged these transactions as fraudulent and reversed the amounts.
  
  Elavon explained that the credit card information was manually entered into my terminal. However, the truth is that I entered the sales amount, and they entered their PIN. They had no opportunity to manually input the credit card information, and I monitored the entire process. Despite this, the credit card company has refused to refund the reversed amounts.
  
  This is a failure on the part of the credit card company. They did not adequately protect their customers’ personal information, and the responsibility should lie with them, not small businesses like mine. Furthermore, I have reported this incident to the RCMP, and an investigation has been opened.
  
  I demand that Elavon refund the amount they deducted and that they take responsibility for these losses.

  

  Business Response

  Date: 11/29/2024

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding flagged transactions. U.S. Bank has confirmed that a verbal contact was made on 11/27/2024, 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: 12/06/2024

   
  ********** ********
  
  
  
  I am rejecting this response because:

  This is the bank mistake, they didn’t protect customers’ information well. So I want them cancelled the dispute and refund the money.
  
  
  
  Sincerely,
  
  
  ***** ***

  

  Business Response

  Date: 12/15/2024

  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 has been reopened for the concerns that you reported, and it might need some additional time to respond with the resolution. Please allow an extra 15 calendar days for a response from this inquiry's date. 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:10/28/2024

  Type:Billing Issues
  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.

  Applied Data Finance, LLC is an existing client of Elavon and is attempting to reach Elavon to modify it's payment processing accounts. After numerous failed attempts, we're resorting to a formal BBB complaint. Elavon's support is needed to correct payment processing/routing errors in our current setup and to delete unneeded accounts. Both are causing an administrative burden and direct monetary harm due to Elavon's lack of responsiveness. We would like someone at this organization to respond promptly. Thank you.

  

  Business Response

  Date: 11/12/2024

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns about a credit card offer. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 11/05/2024. Please allow time for the letter to be delivered by the USPS. 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.