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
- 137 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/19/2024
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.
As a small business owner, I am writing to express my profound frustration with the service I have been receiving from Elavon. It should not be this challenging to get issues resolved or to receive a callback from my account representative. I understand the importance of advocating for my business, but as a loyal customer, I expect better care and attention to our needs.
I am spending an exorbitant amount of time each month sorting out issues such as incorrect billing, and I have to practically beg for callbacks, emails, and phone calls. The only reason I have not abandoned ship is the functionality of the Talech application and the exceptional support I receive from Talech. I feel like I have no other options at this point, and it's a disheartening position to be in.
I urge you to take this matter seriously and make significant improvements to your customer service and issue resolution processes. Small businesses like mine rely on the efficient and effective services that you should be providing. I hope to see tangible changes soon.
Business Response
Date: 02/20/2024
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: 02/27/2024
Complaint: ********
I am rejecting this response because:I received a call from my account representative who was upset that my complaint had been escalated. I clearly communicated that after months of my concerns going unresolved, I was left with no choice but to escalate the problem. After speaking with another employee at the call center, my concerns began to be addressed. Specifically, the issue with the e-gift cards was resolved within 24 hours. My account rep informed me that the system was experiencing glitches and assured me that someone would follow up, but unfortunately, I never heard back. This lack of follow-up was a recurring issue.
Overall, my account rep refused to take any responsibility for my account and instead insisted that the information had been forwarded to someone else who was responsible for responding to me. There was zero accountability and zero follow-up.
At present, all my immediate concerns have been addressed, but not thanks to my direct account rep. Fortunately, there are some standout employees at Elavon who were able to assist me. However, my overall experience with account support was terrible, and at this point, I would not recommend Elavon to my industry friends at the upcoming conference and trainings.
Sincerely,
***** *******Initial Complaint
Date:02/09/2024
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 recently purchased a business named..
I applied for a merchant service through elavon and they denied me for no reason.
I went to apply for another company name NRS and they told me that my application got denied because Elavon put my business name on a MATCH list which prevents me from getting approved for any merchants.
In order for my business to run i will need a merchant service where my business can be able to accept credit/ debit cards. Without my business being able to accept any form of cards it will not financially make it.
I used the majority of my savings to be able to purchase a business for my family and i to survive and make it financially in this world. I don't want to close my business but without accepting any merchants i will be forced to closed and lose a lot of money.Business Response
Date: 02/09/2024
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.Business Response
Date: 02/16/2024
We have confirmed that a verbal response to customer's complaint was provided on 02/15/2024.Customer Answer
Date: 02/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21267273, and find that this resolution is satisfactory to me. I did receive a phone call telling me they are going to follow up with my complaint. They didn't give me a time period hopefully they start to ignore me since I am just going to accept this response.
Sincerely
******* ********Initial Complaint
Date:02/08/2024
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.
Around July- August 2023 I was put on a MATCH list. My businesses were not able to accept any form of credit cards. All merchant companies denied me. No merchants will help me understand why i was put on this list and how i can get off of the list. By putting me on the Match list my business was not able to make any credit card transaction which affected my business financially. My business is what supports my family of 6 which 4 are children under the age of 13.Business Response
Date: 02/08/2024
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: 02/15/2024
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: 02/15/2024
How can someone closed my complaint with no solution.
You want me to accept the business Elavon asking for 15 days when this had been a back and forth thing for 6 months and i got no where with them. That is the only reason why i reached out to the BBB to help me seek an answer.
Initial Complaint
Date:01/29/2024
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.
MediPay CC, LLC. is a an Elavon Payments Partner & Registered MSP of Elavon, Inc. Georgia. The solicited my office as a business that will process credit card payments in October 2022. We signed up for their services and immediately discontinued by 12/2022. All credit card processing companies charge approximately 1-3% of the processed amount. We discontinued use of Medipay, they provide no service, but yet they continue to withdraw monies monthly from the bank account. The recurring amount changes, but it is approximately $64 every month. I contacted the Client Care person, **** ******** to stop the withdrawls in July 2023 (7 months of withdrawls without any agreement to use their service). I have reported this to my bank and they did not stop the withdrawls stating that "you have to ask them to stop" or close my business account? The situation is unbelievable. They name that appears on the ACH withdrawl is "Tech Capitol " and tracking is Medipay. They are literally stealing money from my account monthly with the last withdrawl on 1/24/2024. Now I have to waste my time going after this company. They owe me all the monies withdrawn from my account. They provided no service what so ever.Business Response
Date: 01/29/2024
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: 02/06/2024
Complaint: ********
I am rejecting this response because: I have provided BBB with documentation of my contact with Medipay in July 2023 regarding the funds the unauthorized funds that they were withdrawing from my account. We CANCELLED our agreement with this credit card processing company in 12/2022. It is now 2/2024 and the most recent deduction was January 2024. They have unauthorized withdrawals adding up to over $1000 without any processed payments from my company. They have had more than enough time to resolve this matter. They need to immediately return the monies taken from my account, all of it, and stop any further withdrawals.
Sincerely,
***** *******Business Response
Date: 02/07/2024
We received your additional concerns and are in the process of researching and responding to you. Your issue has been escalated, 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:01/29/2024
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 am writing to file a formal complaint against Elavon Merchant Services. Our interactions with Elavon have raised serious concerns about their business practices, and we believe it is crucial to bring these issues to your attention.
**Overview of the Complaint:**
1. **Funding Delays and Harassment:**
- Beginning October 5, 2023, we experienced funding delays and received requests for additional information from Arri Lemons, a Fraud Operations Analyst at Elavon. Despite providing all necessary information and being PCI compliant, the process was needlessly delayed.
2. **Termination of Business Relationship:**
- On December 21, 2023, Elavon decided to terminate our business relationship, citing high-risk factors. This decision was made despite our compliance with PCI standards and the release of funds on October 15, 2023, indicating no high-risk concerns.
3. **Refusal to Refund Clients:**
- Of particular concern is Arri Lemons' response on January 26, 2024, refusing to refund our clients and holding funds unjustly. We find this action to be potentially fraudulent and deceptive.
**Requested Resolution:**
We kindly request the Better Business Bureau's intervention in investigating these matters and ensuring a fair resolution. Elavon's actions have adversely affected our business operations, and we believe your assistance is essential in achieving a just outcome.
We understand the BBB's commitment to resolving disputes, and we trust that your office will help mediate a fair resolution.
Thank you for your attention to this matter, and we look forward to a prompt and fair resolution.
Sincerely, ***** ******* ******* ** *** ** ****** ***Business Response
Date: 01/29/2024
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.Business Response
Date: 02/12/2024
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: 02/28/2024
Dear ***** ******
Thank you for your email regarding the status of the complaint. I apologize for not providing a response to confirm the resolution of the complaint.
I would like to confirm that the issue has been resolved satisfactorily. Elavon has released the funds in question, and we have received them accordingly. While there was initially some delay and difficulty in resolving the matter, we appreciate Elavon's cooperation in ultimately releasing the funds.
Although we've managed to recover the funds, it's crucial to highlight that the damage incurred goes beyond monetary losses. The lack of transparency from Elavon's sales staff has resulted in tangible losses in business and, more importantly, a significant erosion of trust with specific clients. This breach of trust has had lasting repercussions on our relationships and credibility, which cannot be fully remedied by the return of funds alone.
Please update the complaint status to reflect that it has been resolved. If there are any further questions or concerns, please do not hesitate to contact me. Thank you for your assistance in this matter.
Sincerely,
***** *******Initial Complaint
Date:01/25/2024
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 charged fees on a transaction that the machine made in error. It was not user error, the machine failed and we had to buy a new one.
The transaction fees should have been charged on $6180.00 but the machine doubled the transaction and fees were charged on $12,360.00. The transaction was not entered twice, we have one receipt for $6180.00. Our customer brought to our attn. that their card was charged twice and Elavon is refusing to accept responsibility. We only want to be charged fees on what the transaction was $6180.00.Business Response
Date: 01/25/2024
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: 01/25/2024
Complaint: ********
I am rejecting this response because: I received an email that they are claiming user error and are not going to credit the disputed amount that was over charged. That is the reason for my complaint.
Sincerely,
*** ******Business Response
Date: 01/26/2024
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.Initial Complaint
Date:01/16/2024
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 Inc, a credit card processing compony has been billing us for monthly charges through our checking account from February 2020 when we stopped using their services. They continued to bill out bank account, without us knowing it. During covid we were out of the office through 2020 and are seeking a refund of charges for 2020, and for this past year of 2023,and one payment in January 2024. Those amounts equal approximately $ 2,281.00 The full amount that really should be refunded is $5665.00 for all the years we did not use their services. When they noticed that we were not using any services their company should have contacted us to see what was going on. They claim we signed a contract that said we needed to notify them. I think at the very least the contract should have been renewed each year, and it was not and we were never notified.Business Response
Date: 01/17/2024
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.Initial Complaint
Date:01/11/2024
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.
For more than 20 years we had a merchant account for credit card proccesing through Elavon. The company name is ******* Inc. (mid 960500767991) we had no bad issues with them all those years. Now all of a sudden the credit card processing results in error number 5 which means the account is closed. After getting the runaround via email and phone they claim the account was closed in December 23 because of inactivity. The last transaction was in November 23. They did not notify it is being closed. Nor did they explain why it was closed. The answer of inactivity is a joke. We need an credit card acceptance account to run our business online.Business Response
Date: 01/11/2024
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: 01/11/2024
Complaint: ********
I am rejecting this response because: they ask for 15 calendar days to respond via mail or phone and want this BBB case to be closed. I don't want the BBB to be closed. Without a detailed and meaningful explanation for why the merchant account was closed without notice, we want the account reopened immediately.
Sincerely,
****** ******Initial Complaint
Date:01/05/2024
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.
Elavon has been our credit card processor for a few years with no trouble, We received 3 large credit card payments and they decide to hold them after they checked with the my client to make sure they were not fraudulent charges. They are holding 108k dollars for no reason.Business Response
Date: 01/07/2024
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.Initial Complaint
Date:01/02/2024
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 a solo immigration attorney practicing In NYC. Most of my clients are undocumented and do not use credit cards. Back in the 80’s, II signed up with Elavon after visiting their booth at a AILA conference, to provide a service to the few clients who did want to pay me by credit card. The last time I processed a credit card through Elavon was back in 2019. As a result of the Pandemic, I started working from home remotely. I am still working remotely. Elavon had permission to take out a monthly fee of $20 directly from my TD bank account. In addition, in order to maintain what Elavon calls PCI compliance, Elavon referred me to another provider who would take care of the PCI compliance for me. The monthly fee for that was $45. I was under the erroneous impression that this would renew automatically. On or about October 1, 2023, I received an email from TD that my bank account was overdrawn by $284.98 and I would need to deposit that amount within 24 hours or I would incur an additional bank charge which is exactly what happened. I had no idea what these charges were about. I called the bank. I suspected fraud. The bank reversed the charge. Eventually, I learned that the charges were from Elavon. They told me that the additional charges from my monthly charges was because of nonusage of the account & non PCI compliance. They told me that they had sent me a letter advising me of these charges. I never received the letter. I told them that. They basically in essence said too bad. You should have checked our website. You still owe the money. The supervisor agreed. I closed my Elavon account. Elavon could have emailed me a copy of this letter since they had my email address. But to this day, I have never received an itemized list of these phantom charges. I guess because I had closed the Elevon account, they could no longer deduct the money from my TD account. So last month, Elavon sent me a letter from their collection arm requesting the amount they claim they I owe.Business Response
Date: 01/03/2024
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: 01/04/2024
Email response will be sent upon review.Customer Answer
Date: 01/05/2024
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. However, if I don’t get the response that I am looking for, I will reopen it and perhaps ask for arbitration. Thank you.
Sincerely,
******* ********
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