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:10/23/2024
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 am writing regarding lack of disclosure and excessive PCI-Non compliant fees that were charged onto my account automatically monthly between August of 2023- September of 2024. I was not made aware that Elavon was charging an additional non-compliance fee of approximately $100 monthly. On the statements this fee is not clearly disclosed and is labeled as "SLVR STD" in addition this fee is excessive to what the industry standard is for PCI compliance and reminder e-mails did not disclose 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.
Business Response
Date: 10/31/2024
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. You reported concerns regarding fees. U.S. Bank has confirmed that a verbal contact was made on 10/30/2024, 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: 11/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22463932, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:10/22/2024
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.
My account was charged a fee of $975.00 i would like a refund for that fee.Business Response
Date: 10/30/2024
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. You reported concerns regarding a dispute. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 10/28/2024. 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:10/21/2024
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/Talech is POOR customer support!! I'm trying to find out vital information regarding our account funding. Since the 17 Oct. 2024 I have spoken w/7+ people and still have **NOT** gotten questions answered. WTF!!!!Business Response
Date: 10/24/2024
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. You reported concerns regarding account funding. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 10/21/2024. 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:10/07/2024
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 transitioned to ServisTree (bank processor is Elavon) on September 6, 2024, and, as of today (10/7/24), I have yet to receive the funds (over $18,000) that should have been deposited into my account.
To summarize the key issues:
--The initial error involved an oversight in the last digit of my account number.
--The second issue was the incorrect spelling of my name.
--On October 1, 2024, I was charged merchant processing fees despite the ongoing problems. I find it perplexing that these charges went through while the deposit of my funds has not.Business Response
Date: 10/16/2024
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. You reported concerns regarding a deposit and fees. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 10/15/2024. 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:10/01/2024
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 10/01/2024 my business checking account was charged $224.99. For a yearly subscription to use their credit card processing platform from 10/01/24 to 10/01/25. I spoke with Erica (supervisor) on 10/01/2024 on the telephone 6:18am pacific standard time. About the charges to my bank account and she told me. It's for to use their credit processing platform from 10/01/24 to 10/01/25 but I closed my account on 9/30/2024. I told her the charges are errored/incorrect.
I usually receive an itemized bill in the mail from Elavon. Before any charges are being applied to my bank account. I have not received any itemized bill for the month of August and September either. Which they charged me for both months $95.00. I thought those charges was about right without receiving a notice.
I called Elavon on 09/30/24 and canceled my services with them. The representative said that he closed my account effective date 09/30/24. I have provided the statement from Elavon that my account was closed on 9/30/24 in the attachment. He didn't tell me about any future charges coming from Elavon. He mentions to me to keep my bank account open for 6 months. Without telling me the reason why. To keep my business checking account open. He didn't mention to me of any future charges.Business Response
Date: 10/17/2024
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. You reported concerns regarding a yearly subscription charge. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 10/16/2024. 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 haveCustomer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22364289, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:09/30/2024
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 this merchant service but never activated my account. I called multiple times to request my account manager to call me. He never did. I finally called to close the account down and was told I won't get charged. My account was debited and also I was sent to collections. I never even got any services. I want my money back and removed from collections. By the way the sales agent also lied to me during sign up and I have the email to prove it.
My business name is 9395-7355 quebec incBusiness Response
Date: 10/16/2024
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. You reported concerns regarding fees. U.S. Bank has confirmed that a verbal contact was made on 10/04/2024, 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.Business Response
Date: 10/23/2024
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 there is an open investigation for the concerns that your reported and it might need some additional time to respond with the resolution. Please allow an additional 10 to 15 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.Customer Answer
Date: 10/24/2024
Complaint: 22352904
I am rejecting this response because:
Sincerely,
**** *******Initial Complaint
Date:09/06/2024
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 have been trying to change my bank account for Elavon account for over a week. I have called Elavon and emailed them several times. During my phone call yesterday, they confirmed the name was correct on the form, now they are stating it's not. I just need to change my bank information as I am changing banks. I have spent over a week dealing with this and don't have time to keep emailing and calling them. I sent them a copy of voided check and all the information they need to change my bank account.Business Response
Date: 09/23/2024
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. You reported concerns regarding updating your bank account information. U.S. Bank has confirmed that a verbal contact was made on 09/16/2024, 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 haveCustomer Answer
Date: 09/30/2024
Complaint: 22248479
I am rejecting this response because: it is still not resolved. It's been over a month.
Sincerely,
***** *****Business Response
Date: 10/04/2024
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. You reported concerns regarding updates to your bank account. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 10/03/2024. 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:08/26/2024
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 August 26th, 2024 Elavon dropped my business as a client not giving any reason, then took 10, $1,000 withdrawals ($10,000 total). After finally getting a hold of someone I was told that they would have the money back in my account between 90-120 days. It has been past the 120 mark. I have tried to leave messages but do not get a response. We are a small business and $10,000 makes a big difference.Business Response
Date: 09/09/2024
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. You reported concerns regarding your account closure. U.S. Bank has confirmed that a verbal contact was made on 09/04/2024, 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: 09/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22197337, and find that this resolution is satisfactory to me. I was refunded my money that they had removed and held from my account.
Sincerely,
***** *********Initial Complaint
Date:08/23/2024
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 have 2 locations* *** ****** ********** ********* ******* ****** ********* ***************** Past 2 months, they charge so much. I NEVER receive stmt for FVDE bc they never send. Website they gave to see stmt never work, can’t never login. They supposed to just mail it bc I NEVER request NOT to mail.
They told me to do PCI compliance once/year to not get extra charges &will refund extra charges the past 2 months for both locations. I finished PCI for ********* &now they told me to do it every 3months, not once/year like what they said, they lied.
I asked to do PCI for FVDE, only for this I’m on the phone with rep. **** more than 1-hour bc she puts me on hold many times. Finally, she confirmed that both locations are PCI compliance. I asked her is it correct I have to do PCI every 3months, she said she doesn't know anything about that!? &put me on hold again& 15 min. later telling me it's once/month??RIDICULOUS. I question her why you guys keep changing, making it harder so you can charge customers $87 extra MONTHLY &why different people say different things?? She said she NOT know, that's what she been TOLD. I said but I was told differently. She told me to call a different # to ask. I told her they gave me this # to call you. I already spent time talking to them &they told me to call you, now it's 5pm &you want to kick me out by that excuse. She told me I need to settle down?? &hung up.
*I need you to email me info: I have to do PCI every year, every 3months or every month. If it’s every month I would like to make an official cancellation for both accounts. Email me the stmt for FVDE the last 3months &confirm the refund amount for PCI for FVDE &when I receive refunds.
**** confirmed refund for 123 Dental $163.88 # 26690596 in 5days, let see if that even happens.
This company: 1:Lie to customers 2:Different representatives say different things 3:Making it hard for PCI to charge customers extra $87. 4:Rep. **** rude &hung up the phone &told me to call diff.#.Business Response
Date: 09/11/2024
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. You reported concerns regarding not receiving statements. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 09/09/2024. 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: 09/11/2024
Complaint: 22183917
I am rejecting this response because:I still did not receive any refunds for both locations they promised as well as not receive any statements for FVDE .
Sincerely,
**** **Business Response
Date: 09/12/2024
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:08/14/2024
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 92-2024 They allowed a fraudulent transaction to take $49K in merchant fees out of our small business account - admitted it was fraud - now we are waiting 2 weeks to get the funds back and cannot talk to anyone besides front line drones, who have no power and no results. Just waiting and waiting - causing us to be late with vendors etc - they do not care - no way to escalate - nothing. Their systems are INSECURE -- I would not give them any access to your account or you open yourself up to fraud. They are vulnerable to fraud.Business Response
Date: 09/09/2024
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. You reported concerns regarding a fraudulent transaction. U.S. Bank has confirmed that a verbal contact was made on 08/20/2024, 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.Business Response
Date: 09/13/2024
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.Customer Answer
Date: 09/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22136661, and find that this resolution is satisfactory to me.BUT MAKE SURE THIS COMPLAINT IS MADE PUBLIC.
Sincerely,
**** ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.