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:04/19/2024
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 worked very hard and provided a lot of documents and information to get our merchant processing account opened with Elavon. When the account was opened almost two months ago they talked to me to verify the account, and then opened it. The day after we processed our first charge their Loss Prevention department closed our account. This is just not right - they talked to me again on 4/18/2024, and re-verified that it was all legitimate and we provided lots of documentary proof that we are a legitimate business during the underwriting process. Elavon knows nothing more now than it did when it approved us, they should give us a chance to process our business with them as promised after we were approved.
Business Response
Date: 04/19/2024
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: 05/02/2024
Additionally on 4/18/2024, Elavon put my company ****** ******** **** ** ***** ** *******, and that made my other processor shut us down. However on 5/2/2024, Zachary Demag at Elavon is promising to get us removed from MATCH immediately.Initial Complaint
Date:04/04/2024
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.
Evalon has been holding our money for over 3 months now , they have been contacted many times and we have sent them the paperwork they keep asking for many times
Still the funds on hold and nothing has been changing no matter how many times we call
The customer service is absolutely horrible
They have all the funds for my business that we can’t pay our employees because of themBusiness Response
Date: 04/04/2024
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.Business Response
Date: 04/09/2024
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.Customer Answer
Date: 04/09/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
*** *** ****Initial Complaint
Date:04/03/2024
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.
They sign up all billing to paperless bills, without any notification. Their paperless bills are only available on their website, which I was never notified about nor given access to. They changed our agreements for payment without notification. Now I see charges I did not approve and they will not reverse them. I opened this card reading account under completely different circumstances than what they changed it into. There was no annual fee when I signed up or minimum fee, but now there is and the only notice I was given was the charges taken from my bank account.Business Response
Date: 04/04/2024
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:04/02/2024
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 elavon account has been closed on 12/26/2023 and I was told that my funds (6718.50) will be released for 90 days, email attached now the time past, but the funds are still being hold, please release it ASAPBusiness Response
Date: 04/04/2024
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.Business Response
Date: 04/18/2024
A response was mailed on 04/10/2024. Please
allow time for the letter to be delivered by the USPS.Initial Complaint
Date:04/01/2024
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.
This company decided to change their policies and charge a maintenance fee on an account I had opened with zero fees and hadn't used in a year and they did not notify me via e-mail OR physical mail and I was hit with charges that I had to call to figure out what they were for. They told me that their company policy changed and they put it on their statements that can "inconveniently" (conveniently for them maybe) only be accessed on their portal. So, there is no company to customer interaction, I was not properly informed that I would have maintenance fees for not using the account whatsoever. On calling they refused to refund me. I want a refund for this $25 charge and a written confirmation that my account is closed and no charges as of April 1st, 2024 will be charged in the future to my accounts.Business Response
Date: 04/01/2024
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: 04/04/2024
Complaint: ********
I am rejecting this response because:This is not going to fly with me, I am going to look into legal action and furthermore, I would like the company to humor me and please show me where in the original OR current terms of service is stated that Elavon has the right to change their fee schedule without notifying me by either physical mail or digital mail. Furthermore, the contract clearly states that even IF by some loophole Elavon is able to enforce billing changes without physically notifying me by phone call, e-mail or physical mail, that I would only be deemed to have agreed to these changes if I continue to present transactions, which I have not. My last transaction was almost a year ago, therefor this company has illegally charged me money. Here is the actual verbiage in parentheses along with the full detail of paragraphs below from their terms of service, which is also attached. (Company will be deemed to have agreed to the change if Company continues to present Transactions to Member and Elavon after 30 days following the issuance of the notice). ALSO, I received an e-mail confirming the closure of my account yesterday, however was able to log in today to get the terms of service to compare the one I signed up for and the current one and I could log in just fine.
REFUND MY $25!
CLOSE MY ACCOUNT!
DELETE ALL OF MY DATA AND ANY THIRD PARTY DATA!ACTUAL TERMS OF SERVICE VERBIAGE (ATTACHED)
Change of Fees. Elavon may adjust the fees in accordance with Section 18.12 below.
Notices. Unless otherwise specified, except for routine operational communications (including account modification, chargeback, and hold notices), which may be delivered personally or transmitted by electronic mail, all notices to the other party will be deemed received upon the earlier of (a) actual receipt, (b) five business days after being deposited in the United States mail (or the Canada Post mail, as applicable), return receipt requested, or (c) two business days after being deposited with a nationally recognized overnight carrier. Such notices will be addressed to Company’s address on the Company Application or the last address shown on Elavon’s records, or to Elavon at 7300 Chapman Highway, Knoxville, Tennessee 37920, or such other address as Elavon may designate in writing.Amendments. Member and Elavon may propose changes to any term of this Agreement or additions to the Agreement. Member or Elavon will notify Company of a proposed change or addition to the Agreement in writing, electronically, or by any other method permitted by Law. The parties agree that 30 days’ written or electronic notice prior to the effective date of any change or addition is reasonable. Company will be deemed to have agreed to the change if Company continues to present Transactions to Member and Elavon after 30 days following the issuance of the notice. Notwithstanding any limitations set forth in the previous sentence, changes to fees authorized by the Agreement will be effective upon notice to Company, unless a later effective date is provided. Further, Elavon is entitled to pass through to Company any fee increases imposed upon Elavon by Visa, Mastercard, Discover Network, any other Payment Network, and any other third party including telecommunications vendors.
Sincerely,
**** *********Business Response
Date: 04/07/2024
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:03/14/2024
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.
Fraudulent charges ! They hang up on me and say can’t speak to me this place has caused me problems in one week than anywhere in my 60 years of living !Business Response
Date: 03/18/2024
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.Business Response
Date: 04/09/2024
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: 04/09/2024
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.
They need to take it up with my banks legal department I am no longer allowed to be involved it’s between the banks now .
Sincerely,
**** ******Initial Complaint
Date:03/12/2024
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 cancelled this credit card proccesing and requested a call tag to return my terminal 6 months ago. It was never sent. I called back and wait times are always long. Running and operating a business takes up most of my time. When I called back to see why I am still being charged $187 a month for a service that I cancelled they offered to send a call tag and refund the fees as they could see I called to cancel in September. This was followed up with an email stating they needed more info and to call back. When I called back the samee day they stated they would not be refunding me and I would have to call back to see if i was telling the truth about my earlier conversation. Each of these calls took aprox 40 mins. My account is on hold online when i log in so they defineatly canceled it in sept but continued charging me close to $200 a month for a service they were no longer proving.Business Response
Date: 03/13/2024
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:03/05/2024
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 am writing on behalf of our company to formally address and express our grave concerns regarding the recent actions taken by Elavon, with whom we initiated a merchant services relationship through their affiliation with Costco. Despite our compliance with the rigorous underwriting process and subsequent approval approximately a year prior, we were unexpectedly notified via an email, sent in the eve of the new year, of Elavon's decision to not only terminate our merchant account but also to withhold customer funds amounting to approximately $135,000.
This abrupt account termination and fund withholding were justified by citing a mere three customer disputes, despite these disputes being resolved and constituting a minuscule fraction of our transaction volume, well below the industry standard of 1%. Furthermore, the decision was seemingly influenced by a small number of negative Google reviews, disregarding our overall high rating of 4.5 stars across over a thousand reviews. This rationale is not only disproportionate but also disregards the context and overall excellence of our customer service and satisfaction rates.
Moreover, the handling of this matter, including the lack of proper communication and refusal to escalate our concerns to a managerial level, not to mention the inappropriate and unprofessional conduct (e.g., abruptly ending a telephone call), demonstrates a lack of due diligence and fairness in the management of our account.
Of significant legal concern is the repeated debiting of our account for the same transactions by the dispute department, a practice that is not only unethical but also illegal. Despite assurances that these errors were attempts to credit our account, our banking institution, J.P. Morgan, has confirmed that no such attempts were made by Elavon. This mismanagement has led to funds being incorrectly allocated to recovery, further compounding the unwarranted financial harm to our company.
Given the severity of these actions, which not only infringe upon our rights but also potentially harm the reputation of Costco, we are compelled to take further action. Should our funds not be released within the next 14 business days, we will have no recourse but to file complaints with relevant regulatory bodies including the FDIC, FRB, and the Attorney General's office, and to pursue legal remedies in court.
This letter serves as a formal demand for the immediate release of our withheld funds, a comprehensive explanation for the account closure, and a rectification of the repeated unauthorized debits from our account. We trust that Elavon will promptly address these concerns to avoid further legal and regulatory actions.Business Response
Date: 03/05/2024
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.Business Response
Date: 03/06/2024
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 directlyCustomer Answer
Date: 03/15/2024
We have not received any response from Elavon, they never reached out to us about this case and our funds are still being on hold.Initial Complaint
Date:03/05/2024
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.
Hello my name is ******* *********** and I would like to file a formal complaint on behalf of both of my companies, Auto Gallery LLC. and Hidden Hydrant Pet Spa and Play Yard LLC.
On November 17th, we opened an account with Regions Bank and simultaneously applied and opened and account with Elavon Merchant Services. Although I am not too happy with Regions bank with pursuing the recommendation of pursuing Elavon, this complaint is directly towards Elavon Merchant Services. Our application was submitted, processed, and accepted. Within the next few days we received a Merchant services Elavon credit and debit card machine. Ever since we have been conducting business using this machine. Recently, I was notified that Elavon is canceling our account within only a week's notice. We contested this and have since found out that Regions bank set up the wrong account info, BUT both of my accounts including Hidden Hydrant Pet Spa and Play Yard LLC. were cancelled. No one can give us a formal reason as to why. Regions bank was blamed but this doesn't coincide with the action of my other company being opened as well. We were given extremely short notice, as a result have lost sales of vehicles for Auto Gallery since credit card and debit card were the only means of payment for certain customers. The amount of $44.53 was supposed to be taken out monthly for the use of the machine, after reviewing our Regions bank statement, it has only been taken out one time when there has ALWAYS been money in the account for Auto Gallery LLC. My other company was started about 2 months later and has also been canceled for no given reason. The amount of $43.00 was the monthly amount that was supposed to be taken out for that company and Elavon has withdraw instead the amount of $66.73 is what has been withdrawn. These findings have resulted in me thinking that Elavon is not an honest company and their consumers should be aware of their deceiving business practices.Business Response
Date: 03/06/2024
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:02/28/2024
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 is a merchant service provider. We used Elavon up until November of 2023. We switched providers immediately after this incident.
After charging a clients card $4000 USD the amount was not deposited into the bank account, we contacted the bank (US Bank) and Elavon to see why it was being held. Elavon said it was being held by them but did not give a reason.
We later received a letter dated November 27, 2023 from Elavon stating that the $4000 was being placed into a “security reserve” and would be held by Elavon for a minimum of 270 days. No reason was given for the hold.
We have tried to contact them over 20 times since receiving the letter but have been sent to voicemail, never received a callback, never been able to speak to a person at Elavon. It may be possible they are intentionally fielding our calls. The $4000 in question was to be used to cover payroll and operating cost for a small business.
Our business is called ****** ****** *** ******Business Response
Date: 02/28/2024
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.
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