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:07/01/2024
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.
About 3 months ago I signed up with Elavon Merchants. I Used there services for about a month then all of a sudden they did a review on my account and closed my account because there were a few transactions on my merchant website that had a decline rate slightly higher then they like. As a result of this they owed me $4320 Which is being held by them and not released to me. Also I have worked with other merchants before its is against merchant policies to hold money if no chargebacks have occurred on the account which I have none. These fraudulent practices seem to be a pattern with Elavon. I am attaching screen shots of the transaction and the funds that are held.
TO Elavon do what is right and release payment immediately. Many Small business operate on a tight budget and $4300 can determine if a business succeeds or fails
Business Response
Date: 07/01/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 07/21/2024
Complaint: 21919590
I am rejecting this response because: The bank is doing nothing to resolve the issue they have never been in contact with me and at this point they are trying to steal the money they owe me. They need to do whats right and release the funds immediately
Sincerely,
**** *****Business Response
Date: 07/23/2024
On behalf of US 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 closure and funds being held. U.S. Bank has confirmed that investigation was completed, and a response letter detailing the resolution was mailed on 07/18/2024. Please allow time for the letter to be delivered by the USPS. US 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:06/17/2024
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 contacted Regions Bank in Graysville, AL. In regard to getting a credit card reader
The employees there had me contact **** ****** * Account Exective
The organization I wanted the credit card for is the
I was told the credit card reader would be $15 a month and there would be a 1% fee per debit card and 3% fee per credit card.
I did not sign a contract. Customer Service for Elavon said there was an electronic signature on file with them. The electronic signature on the contract is ****** *******, I did not sign it, my legal name on my birth certificate is ***** *******, I would never have falsified documents and signed as ****** ******* ( not my legal name).
My *** is being billed an annual fee and other fees which were never agreed to. The billing is coming from Elavon/Regions Bank
I have contacted **** listed above and he stated the credit card reader is canceled effective 14JUN2024.
The ***Business Response
Date: 06/17/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 06/29/2024
Money refunded,
Satisfied
Initial Complaint
Date:06/07/2024
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.
There were three recurring charges on $25 on Apr 1, May 1 and Jun 3 on my business checking account with U.S. Bank. The bank told me they cannot dispute these because these are from a contract with their subsidiary company Elavon for merchant payment solutions.
I opened a payment service with Elavon in March 2023 but never used their service ever since. I signed the contract with a transaction-based fee so I was never charged any fees because I never used them after setup.
However when I called Elavon today and asked about the $75 charges, they told me that they changed the fee to monthly fee of $25 from this year. I never received any notification of the fee change through call, email, mail or anything. And I was blindly charged $25 directly from my business checking account of U.S. Bank.
I asked for a refund but they refused. And because they are affiliated with U.S. Bank, the banker could not even file a dispute claim on these charges.
I would like a refund of $75 because I did not use any of their service and never aware of the fee change.
The merchant ID is 8041149413.
Thanks.Business Response
Date: 06/07/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 06/07/2024
Complaint: 21813520
I am rejecting this response because:No real response was received from Elavon. They are me to wait for 15 days but Bbb asks me to respond in 7days.
Extension of 8 days is needed to wait for businesses response.
Sincerely,
******** *****Business Response
Date: 06/07/2024
We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to contact you. To protect your privacy, we will either call or mail a response to you directly.Initial Complaint
Date:05/29/2024
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 was a client of Elavon and I could write a complaint about three paragraphs long. I just want the money back that they stole out of my bank account for 4 months after I canceled the service. I can not get them to comply. it is not a lot of money but they were a terrible service and do not deserve that money. I have called them several times about this and they are not going to comply.Business Response
Date: 05/29/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 05/30/2024
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.I went to do a search for the charges to my bank account and found that they recently had refunded the money
after about 4 months.
Sincerely,
***** ***Initial Complaint
Date:05/24/2024
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 Business email account account was Hacked and they had access to our Elavon merchant processing co. they switched bank accounts to a foreign bank account and charged over $200K of stolen CC's (Succeeded with $39,000 of charges). When consumer called to dispute charges Elavon went into original bank account (mine) to recover their losses withdrew $12,000 depleting my account, since the hackers account was immediately closed. I'm also being billed for another $27,000. It was late January when I realized what was occurring. I have been with Elavon for over 25 years and NEVER had a situation like this occur.
Elavon is not returning my money after I provided them a Police Report, FTC report and Affidavit.
I'm 77 years old and I feel i have been taken advantage of with no resolution or assistance.Business Response
Date: 05/24/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Initial Complaint
Date:05/09/2024
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 own and operate a Quick Server franchise named Duck Donuts. Point Point Co* representing Elavon merchant provider* was retained in October* 2022 under the assurance that they could 1.) provide on-line payment services* and 2.) integrate with my ParBrink POS to provide in-shop payment services. Elavon establish on-line payments as of December 2022 and I continue to use this service. Elavon* however* was never able to integrate with my POS despite numerous attempts. I was being charged* via auto-debits* for both services even though the integration account was never operational. I initiated the closure of this integration account after a year’s worth of failed attempts and am seeking a full refund for all the auto-debits associated with this account.
I have since found another merchant provider who was able to integrate with our POS. This process only took a couple of weeks and did not require anything further from my POS provider or my franchise’s IT department. The inability to integrate* therefore* appears to have been with Elavon.
Elavon has reimbursed me $196 but this non-operational account was auto-debited approximately $1,200.00 over time. Elavon says that the remaining refund needs to come from my third party merchant provider* Pin Point Co. Pin Point Co (Ziad) is claiming that the refund needs to come from Elavon. I have followed up with both sides to no avail. I am seeking assistance from BBB on how to proceed.Business Response
Date: 05/10/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy* we will either call or mail a response to you directly.Customer Answer
Date: 05/13/2024
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. I understand that I can re-open this complaint if I am not satisfied with the result of Elavon's research.
Sincerely*
****** ****Initial Complaint
Date:05/09/2024
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 complaint they are lien and stealing my money no contract I was with them since December last year 2023 almost 3 months. I stop this service in march 2024 . I call them to send a statement .I discovered they charge me app. Fee $150 and CD ANN FEE $300 I don’t know why charge me no contract , they said you can cancel any time but they are cheating.Business Response
Date: 05/10/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 05/21/2024
My problem with software ******* ********* . I told you I have record for our service no contract or agreement before start.. you send me my files closed - ******* ********* stolen my money around $600 I showed you my statement charge???Initial Complaint
Date:05/01/2024
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.
in the October of 2020, we were seeking to add a donate button to our website.
Our bank, Old Plank Trail, had been put into contact with Elavon who work with processing credit card payments online. As a small church, we would not be doing very many transactions from online donations, so I thought they would charge a percentage of the donation, but it turns out the minimum was around $40. per month. This was not made very clear. In the application process, it appeared to me that I was "signing in" to my online application, but the sign in is set up so what the applicant is thinking is a login page, Elavon has made this some sort of electronic signature agreement allowing Elavon to begin deducting payment for their "service." I believed there was no such agreement yet and their request for more documentation seemed to indicate the same as they said in red ink, the process might be stopped. That deadline passed, no services rendered, but what did begin was Elavon's withdrawing money from our church bank account [$61.00 on 12/02/20]. After Christmas, on January 13, 2021, I emailed ********* ********* saying, "Not sure where we are in the process of getting our website donate button...Please advise. She referred me to technical support for assistance [ I don't think everything else in the application process was completed, but at this point, they had our bank account number and proceeded to help themselves to $3,532.61 of church money beginning on 12/02/2020 and finishing on 01/24/24.Business Response
Date: 05/02/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 05/07/2024
Complaint: ********
I am rejecting this response because:
It should not take 15 days to see that this was not fair for them to take $3500 for doing nothing for us and it is deceptive practice to do such a thing
Sincerely,
***** ******Initial Complaint
Date:04/26/2024
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.
Elavon has taken small amounts of money out of my account, without authorization, for years. The issue there is not only the money coming out, but also that I have no business dealings, neither personal nor professional, with them. In turn, I have to close my bank account each time there is a withdrawal, and have a new card issued, new checks made (plus paying for them, contact all places that draw automatic payments, time lost from working, the cost is more than just the small amounts they sneakily withdraw...in hopes that people won't notice their charges. Needless to say, the list goes on and on. I have even changed banks, and they still seem to find me and my account to withdraw money from.Business Response
Date: 04/26/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 04/29/2024
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:04/24/2024
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.
On 1/19/24 I closed my business account at Bank of America as the local branch closed operations. I moved my business banking to Chase bank. Days after I filed a change of bank information with Elavon, who processes credit cards and ACH payments for my business. Over the last three months they have denied my bank account changed, despite providing numerous items of proof of my identity. They are holding almost $10,000 of my money that was earned and charged to my customers. I have already paid employees to perform the work for the customers yet I have not received the funds from Elavon. They are simply the processing company. I have emailed them close to 20 times and have filled out their change form numerous times. I was told by customer service that I filled out the paperwork properly yet the next division rejected my request numerous times.I have an extensive paper of them not releasing my money. I have an extensive paper of them not releasing my money. This has put a serious strain on my business. I asked for a check and they said not to do it that way but to fill out their forms. I have done this many many times already. We are going on 95 days that they’ve held my funds I believe illegally. I believe they have made the process of changing my deposit account with them entirely too difficult. I should be able to go online and update my account, but they don’t allow it. They make it a challenge and weeks, months long process to do something so easy. They blame it on fraud protection, yet I’ve provided numerous forms of identity. I’ve only provided a couple emails, I have 20-30 more of them denying me my funds.Business Response
Date: 04/25/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 04/26/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *** *******Business Response
Date: 04/26/2024
We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to contact you. To protect your privacy, we will either call or mail a response to you directly.
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