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:12/20/2023
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.
We had a person phone in and order product from us. We shipped the product and a few weeks later Elavon contacted us and told it was a fraudulent charge. They then collected some data and soon after told us they would be recouping the amount from our bank account. I emailed them and escalated the complaint and they would not do anything reasonable. We have been business partners with Elavon for many years, and we have had no fraudulent claims such as this in all those years. I have contacted US Bank, and our personal banker has been in touch with us over this matter. They have done nothing for us.
I do not accept the solution for us to just absorb these costs for the following reasons:
We have had no prior issues with fraudulent charges.
They have taken a percentage of all of our charges for many years. They appear to have no method in place to help customers when this happens.
A compromise would be to reimburse us for our wholesale cost & shipping, so at least we are not out the entire amount.
Elavon has not offered or provided any training to us that would help us to detect fraudulent charges. This seems like a reasonable task for a company of their size. Videos or other information would be most helpful to us.
Here is their last response to us:
Hello,
Thank you for your email. The Issuing Bank has declined our representment request and the case is closed at this time. A decline letter was sent on 10/14/23. The only recourse is to pursue your customer directly for the funds.
At this time, we believe that your current email request has been resolved. If you need further assistance, please send a new email request to and we would be happy to assist you. If you reply to the closed email request, a response will not be received. You must submit a new email.
Thank you,
**** | Global Disputes
Elavon Merchant Services
Knoxville | 37920 Tennessee
Phone: 866.600.5008
Issue resolved! Contact my customer? It was fraud!
Business Response
Date: 12/20/2023
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 draft your
response. To protect your privacy, a response and any described enclosures will
be mailed to you directly.Business Response
Date: 12/28/2023
A response was emailed today, 12/28/2023.Customer Answer
Date: 01/01/2024
Thank you for assisting in this complaint. It seems that the company, Elavon, responded to you when they deemed my case closed, and would not communicate with me alone. They called me on the phone, then sent a confirmation email that they would resolve this to my satisfaction and will be refunding the disputed charge in full. I thanked them and I thank you for your help in resolving this issue.
If you could make another option available on your responses, it would be helpful. They responded to the complaint, but only said they needed more time to look into the matter. I was only given the choice by the BBB to accept or reject their response. There was no way to wait patiently until they examined the issue and offered a solution.
Thank you again for your help.
*** ******
Initial Complaint
Date:12/05/2023
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.
Merchant ID: 8033555486 - we have a major problem with Elavon. Elavon stopped procesisng most of our Chargebacks, They stopped processing in July, August, September. It appears they have completed some in October. This is NOT one or two chargebacks - this at last count 23 chargebacks. See attached spreadsheet. We turned ALL the paper work in immediately, we have receipts from ELAVON saying they received our paperwork. On EVERY cargeback we sent in multiple e-mails asking what was going on with the chargebacks. We would get e-mails back saying they are "in que" - which means nothng.
The ELAVON chargeback deprtment is terible at getting back to customers. They act like they are a private company and do not have to have good customer service. Retrain them.
AGAIN Elavon failed to upload our data, process our chargebacks, and send the dispute to the banks. They are required to do so.
We have sent in endless paperwork proving we sent in the the chargebacks ontime. We were dealing wiht a "supervisor" named **** ****** who claims he was going to look into this matter. He never did. **** has ALL of our paperwork. This has been going on for 2 months now.
We were told over the phone that in June, July, August, September that Elavon was overwelmed with Chargebacks and many were never processed. Elavon is bank and is required to process every chargeback. We were also told in E-mails that they "lost" our paperwork.
Ealvon is a PUBLIC company - they are owned by US Bank - they have a feduciary responsibilty to process and disute our chargebacks when we requested.
Our Attornys are now auditing our acocunt and ALL of the paperwork and e-mails.
This is a sericous matter - we want credit for ALL of the chargebacks that were never processed. This is a scam. This is not right.
If this is not fixed nad credited immediately we wil lgo to the corpaorate hedaquarters of US Bank and file complaints with the Georgia Atorney Gnerals Office and the Illinois Attorney Generals Ofifce.Business Response
Date: 12/06/2023
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 draft your response.
To protect your privacy, a response and any described enclosures will be mailed
to you directly.Business Response
Date: 01/04/2024
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.Customer Answer
Date: 01/04/2024
They have NOT resolved our issue what so ever. We are in the process of sending **** ***** and **** ****** and the dispute resolution ALL of our e-mails we sent in on these chargebacks. WE HAVE ALL the e-mails - we sent in at least 10 e-mails on each chargeback. Each PDF and e-mail is TIME STAMPED - computers do not lie - people lie.
Elavon sent us a letter and lied to us. We have ALL the paperwork - it was sent in ONTIME. Elavon is a public company owned by US Bank - they can not lie to customers. Elavon is trying to get out of crediting us for work they never completed.
Elavon owes us for ALL of the JULY, August and September chargebacks.
Your chargeback department is trying to get out of a lie - they never processed our chargebacks that we sent in ONTIME. We have at least 10 e-mails on EACH chargeback asking what is going on with each case. they never got back to us.
it's not our fault your chargeback department did not want to do thier job.
Elavon owes us at least $15,000 refund. We have all the paperwork. YOur chargeback deprtment, as of today has every e-mail and paperwork. **** ****** and **** ***** have ALL the paperwork. EVERY e-mail and PDF is time stamped - computers do not lie - people lie.
The September chargebacks are the biggest scam going - this cardholder banks with US Banks - his card is issued with US Bank - Elavon is owned by US Bank - we have ALL the paperwork and contracts with the cardholder - yet Elavon failed to properly process these because the cardholder banks with US Bank. We would say, and so does our attorney, that Elavon committed something here.
Our attorney has looked this over and audited the chargebacks. Elavon owes us,
Attached is the updated spreadsheet - ALL of these are real chargebacks - they are on your website - these were verified by an attorney. They were turned in ONTIME.
Stop lying. Stop letting your chargeback department lie.
Initial Complaint
Date:12/01/2023
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 cutoff both credit card processing and ACH/E-Money draft ability for our account with no advance notice and no real explanation as to why our accounts were closed completely. Their own internal processes had no resolution to what they had done for over 10 days. For that same period, over 10 days, we were unable to process close to $100,000 in customer payments. I was promised, multiple times, that our service would be restored "the next morning" and that this issue had been "escalated", but when service wasn't restored, I had to start the same process over and over again.
Abysmal support access, cannot get in touch with anyone who can actually do anything because the team of Develops evidently sit in an ivory tower without phones or consequences for not performing the actions to which they previously agreed.Business Response
Date: 12/04/2023
We received your concerns and are in the process of researching
and responding. To protect your privacy, a response and any described
enclosures will be mailed to you directly.Customer Answer
Date: 12/19/2023
Complaint: ********
I am rejecting this response because:I have still not received any written response from Elavon, meaning if it was mailed on 12/6 it's now had 13 days to arrive and still has not.
I am rejecting this response because, despite not receiving anything, if I don't reject it BBB will automatically accept it on a very short deadline for some unknown reason
Sincerely,
**** *****Business Response
Date: 12/22/2023
A copy of the response was emailed on 12/22/2023.Initial Complaint
Date:11/16/2023
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 under contract with a POS (point of sale system) where I needed to have a certain credit card processing company. I cancelled the POS system in March but didn't know or was informed I needed to cancel the credit card processing as well. Emoney/Elavon continued to charge me a fee for services which I understand, but then they added on fees because of requirements I didn't fulfill which again I in my mind had stopped using their services the fees for the first 4 months were $425.79 the last 3 months were $595.44 which is more than excessive considering I haven't used the service since February. I'm not looking to have all fees waved as I feel I have some responsibility in the matter but the fact that the fees kept rising is a little ridiculous in my mindBusiness Response
Date: 11/16/2023
We received your concerns
and are in the process of researching and responding. To protect your
privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 12/05/2023
We have come to an agreement between my facility and Elavon feel free to close the complaint. Thank you for your tremendous help in this matter
Business Response
Date: 12/06/2023
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 draft your response.
To protect your privacy, a response and any described enclosures will be mailed
to you directly.Initial Complaint
Date:11/15/2023
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.
-Cancelled Elavon contract through there Merchant - ****** *****y - SPAR Merchants via letter sent by the mail March 28/23 due to the contract cancellation date of July 12.
-Emailed 04/11/23 - telling ****** I had not heard back
Received email 04/11/23 - ****** wrote "You will receive a confirmation when it is canceled in July."
-Emailed 06/20/23 - Advised ****** the machine was ready to be returned and I needed a return address.
Telephone ****** 06/23/23 - He provided the address
-Emailed 06/27/23 Advised ****** the machine arrived 06/26/23 with the tracking number,
-Emailed 08/11/23 - attached an invoice of July to advise ****** that we were charged
-Emailed 08/24/23 - I was looking for a reply to my email of 08/11/23
-Telephone ****** once again - to confirm what is the situation. He was rude to me telling me "These things take time!" I advised him I did what is required when cancelling a contract. -09/19/23 - I requested to know what the situation is with my account - was it cancelled?
-I was able to speak with Elavon directly - ******** ******** in which she understood my situation. She did advise me the account was cancelled only September 5/23.
-I did not receive a reply from the MSP department at Elavon
-Elavon took August $103.29, September $102.95 and October 102.95 from the Company Credit card. November 1st - we received a credit of $98.85 but then Elavon took back the credit $98.
95 on November 10. There is a charge of $70.00 for the machine rental that is not shown on invoice.
- We require a check back for all the amounts paid as this is taken directly from Credit Card. I clearly stated to Elavon we cannot use a credit as we will not be returning to Elavon.
11/13/23 - Called Elavon and they just transferred to ****** - which once again he was rude and said "I have done so much for SPA" This is an issue for over 4 months with a company that does nothing. As big as Elavon is - they also do not help. We just want our monies back!Business Response
Date: 11/16/2023
We received your concerns
and are in the process of researching and responding. To protect your
privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 11/24/2023
I am sorry but we still have not received a response from Elavon nor SPAR Merchants of how the money was returned. I received the attached email on November 14, 2023. I have attached my 2 emails back to SPAR Leasing when I finally received a reply from SPAR Leasing - email of November 16th, 2023. We have yet to hear back from anyone nor have we received any money.
I have tried to call Elavon but I get re-directed to SPAR Leasing. Elavon does not take responsibility for their Merchants obviously.
I would definitely give Elavon a bad rating for any after service help. As for SPAR Leasing - this person, ****** *****y is "useless" as far as I am concerned. I am just asking for SPA's money to be returned considering we followed all directives to cancel a contract.
Please verify and confirm.
Thank you.
Initial Complaint
Date:11/15/2023
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 own a business that sells clothing to international customers. Last month, I contacted Elavon to open a merchant account, I provided all the required information to Elavon's salesperson including that I sell clothing to international customers. After that, the salesperson sent me the application, I filled in all the required information about the business including the business type and duration of the delivery. After that, Elavon offered me the contract including the service rate of MOTO "mail order/ telephone order" since I have the business solely online. Elavon reviewed the application and made a credit check on me, and then approved the application. Account# 8042076201
After a month, I received an email that my account was under review, requesting photos of products, the location of my customers, and the business website. I provided all the information and I also provided the recent international shipment shipping labels for verification purposes - the provided shipping labels contain all relevant information such as origin "the business address", the type of products inside "clothing", weight "a combined total of 140 lb.", and tracking numbers.
I got this reply "Elavon does not feel comfortable with the risk identified or possibly associated with this account, therefore, Elavon will be exiting the business relationship"
Even though the email didn't mention what was the identified risk, I requested other options to mitigate the mentioned risk such as increasing the payout period or putting in a reserve fund but my request was denied and I was told that no further details could be provided to me!!
How come I provided all the requested information during the application process and after devoting time, cost, training, and accepting the credit check "that will affect our creditworthiness in the near future if applying with another company", running the service for one month then Elavon decided to close the account with no valid reason nor an explanation!!Business Response
Date: 11/16/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 11/18/2023
Thank you for your help. The company replied that it will mail their reply; but BBB requires me to reply within 7 days. I haven't received a mail yet and probably I won't before the 7 days. How can I extend the 7 days to reply?Initial Complaint
Date:11/14/2023
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.
To Whom It May Concern,
I am writing to express my profound dissatisfaction with the service provided by Elavon Merchant Services, which has not only failed to meet basic expectations but has significantly impacted on my business operations.
In October, my TD bank accounts were compromised, necessitating immediate updates to my checking account information linked with Elavon. This situation should have been straightforward; however, it transformed into a convoluted and frustrating ordeal due to Elavon's incompetence and lack of customer care.
Throughout this process, I encountered a bewildering array of responses from Elavon representatives, each providing conflicting information and noncapable of resolving the issue at hand. This inconsistency in service and apparent lack of internal communication within your organization has been both bewildering and unacceptable.
Moreover, I was dismayed by the lack of proactive communication from Elavon. The only instance I was contacted was through an email notifying me of your inability to withdraw funds from the checking account. This stands in stark contrast to my numerous attempts to reach out for assistance, which were met with either inadequate responses or complete silence.
The cumulative effect of these experiences has left me with the impression that Elavon is more concerned with its financial transactions than providing quality customer service or supporting the operational needs of small businesses. As a small business owner, the service I have received is not only unhelpful but has added unnecessary complications to an already challenging situation.
Therefore, I strongly urge Elavon to reevaluate its customer service protocols and communication strategies. Businesses, especially small ones, rely on efficient and reliable services from their partners. Unfortunately, Elavon has failed to provide this.
I am sharing my experience to caution other small business owners about the potential pitfalls of partnering with Elavon. It is imperative that a service provider, especially one dealing with financial transactions, maintains a high standard of customer service and effective communication, both of which Elavon has failed to demonstrate.
I look forward to your prompt response and a resolution to this ongoing issue.
Sincerely,
Victor MartinezBusiness Response
Date: 11/15/2023
We received your concerns
and are in the process of researching and responding. To protect your
privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:11/06/2023
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.
Had an account with Elavon through ****** who announced they would no longer partner. I kept my account with ****** for card processing. Elavon continued to charge $99.99 monthly from my bank account for over a year without sending a single email or physical mail. The description in the bank account simply says merchant fees making it a bit difficult to track down. When I finally found out the monthly ghost fees were from Elavon, I called to request a refund. Despite creating an account without my knowledge, automatically stealing money from my account under a generic description, and providing zero notifications or bills, they refused to issue a refund.Business Response
Date: 11/07/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 11/15/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ******Business Response
Date: 11/16/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:10/26/2023
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.
Complaint against Elavon/Converge contact information
**** ********** |Investigative Analyst
Elavon| Global Payment Solutions
7300 Chapman Highway, Knoxville, TN 37920|
I used to have two separate payments processing accounts with Elavon/Converge and with two other providers. With both Elavon/Converge accounts. my accounts were used by scammers to process credit cards, what did not happen with two other providers. It indicates to me that Elavon/Converge payment processing is compromised, and scammers have access to customers database.
Due to the high numbers of trials by scammers, both of my processing accounts with Converge were locked out quite a few times, but only one time I received phone call from Elavon/Converge customer service that my account was locked out (it indicates that notification of customer that account is locked out is a regular procedure, but it was done only one time). At other occasions I was not aware of locked down of accounts and purchases were not processed, and I lost sales. My estimate is that I lost over $2000.00 in revenue due to Converge negligence to notify me.
When my account was locked out last time, I called customer service and went through account unlocking procedure. Afterward I was told that account is unlocked, and I can operate as usual. However next day I was told that Elavon/Converge locked the account, sales will be processed but money kept by Elavon/Converge in my account (it looks to me that I would be working for Elavon/Converge not for myself). Straight away I went to another processor and since I have no scammers trying credit cards for processing, no account locks out, and no problems with money being deposited in my banking account.
**** ********** made decision to hold over $5,000.00 of my company monies till end of December this year for what the only reason I can see is Elavon/Converge low level of security of customer’s accounts provided by Elavon/Converge creating risk to accounts
Based on my history of Interaction with Elavon/Converge, there are very few excellent support personnel, most of them are straight lying or providing incorrect information to customers due to the lack of knowledge and low level of training. Personally, I would not recommend to anybody to use Elavon/Converge to process online payments.Business Response
Date: 10/27/2023
We received your concerns
and are in the process of researching and responding. To protect your
privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 10/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory at this time to me. I am waiting for Elavon to come up with solution to the complain and release money owned to me.Sincerely,
****** *****
Initial Complaint
Date:10/24/2023
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 was our payment processor for years. Without any communication in advance they charged us 189.99 for a service we didn't asked for neither agreed. They say it was starting in September but the charged appeared in our bank account in October the 2nd so we called to ask the charge reversed. We say we will close our account because of this behavior and that this is another reason for the charge to be reversed. They told us to close the account first and then call after two weeks to ask for the reversal of the charge. Today they refused because they say I should have called in September. But we noticed the charge when it was shown in our bank account:
10/02/23 BUSINESS TO BUSINESS ACH ELAVON MER SVCS MERCH FEE 230930 8011829051 SOFT EXPRESS0000000000 $189.99 .
They never notified us previously about this charge. We never used the service this charge is for.
It's not about the money but this gigantic corporation ripping off money from small businesses.Business Response
Date: 10/25/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 10/26/2023
Complaint: ********
I am rejecting this response because: I can't answer until I don't see the response. I'm traveling abroad for work and won't reach our office until November the 6th. I'll check if someone can scan the letter if received before that date but until then this issue must stay open.Elavon charged us money for a service we never used and will never use and proceed to charge with no notification in advance and not giving us the chance to opt out as se have donde when the charge show on our bank account ON OCTOBER . So that response that we should have complained in September is unfounded.
Sincerely,
********* *****Business Response
Date: 11/07/2023
Our response was mailed to the customer today. Please allow standard mail time for him to receive it. We are considering this matter resolved from our perspective.
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