Important information
- Customer Complaint:Elavon is headquartered in Knoxville, TN. The company maintains locations throughout the United States. Accordingly, this customer experience record includes complaints from all of its locations.
To address issues promptly please remember to include your Merchant ID# and DBA.
Complaints
This profile includes complaints for Elavon's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 136 total complaints in the last 3 years.
- 39 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/16/2023
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.
On June of 2022 I called Elavon to effectively close my account with them. After numerous attempts to reach my account manager to no avail, I resulted in calling in to customer service. I made it clear that my request was to close this account. By all accounts and purpose I was led to believe that this account was closed. We are in October of 2023 and Elavon is still charging me Merchant Service Fees for an open. They refused to close my account even though they have record of my call to them to close the account. After speaking to them today they are denying to refund me the $1,396.75 they have charged me, even though I have proof of my request to close account, even though I have correspondence of my intent months before the closure, even though I had effectively stopped receiving invoices, emails, and correspondence from them. Even though the account had not seen any transaction activity all this time. This is the very definition of shadowy business dealings. In any other case if you are NOT using services rendered and someone charges you just because you used to be a customer , it is considered fraud.
Business Response
Date: 10/17/2023
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.Business Response
Date: 10/19/2023
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: 10/20/2023
Complaint: ********
I am still waiting for a proper resolution to this dispute.
Sincerely,
******** *********Initial Complaint
Date:09/12/2023
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.
Elevon closed an active account with funds available I was told my funds would be transferred to me immediately. It has been 3 months and I have yet to Receive any moneys from them. I have attempted to resolve this numerous times. I contact them twice a week on a regular basis. They seem to be ignoring all my inquiries. Also I have spoken to management who have yet to resolve the issue.Business Response
Date: 10/03/2023
U.S.
Bank values the confidentiality of customer account information and does not
publish its responses to customers’ questions and concerns. In order to protect
your privacy, only a copy of our response has been provided through this
channel. Any described enclosures will be mailed to you, along with a copy of
our response.Customer Answer
Date: 10/03/2023
Complaint: ********
I am rejecting this response because:
The amount owed was more around $637.00. As far as Ms **** trying to contact me on sep 20 I unfortunately was working so I couldn’t answer. She called one time and still never tried again or emailed me back I have emailed several times and called so for her to call me back one time and think it’s ok to not try to keep contacting me is ridiculous. The money that you want to send back to me is not the right amount I would like the right amount to be sent back to me. I’m not happy with the result of this. After months of back and forth with this company you still don’t even know the correct amount that is supposed to be issued to me.
Sincerely,
******** ******Business Response
Date: 10/04/2023
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.Initial Complaint
Date:08/31/2023
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.
Case # 1050686757
We received a Merchant Dispute Advice from Elavon dated 6/25/23 on 7/17/23, as it was sent to an old address. (The dispute was raised by **** ****** ****** ** ****** ** - claiming they canceled order 18549 by phone). We spoke to Elavon soon thereafter and formally replied on 7/21/23 by Email. On 8/11/23 we received the response from Elavon that they closed the case because our response was received past time. We feel the case cannot be (and should not be) closed because of our late response, as Elavon mailed the complaint to us to a wrong address and we only received the claim after their deadline. In speaking to Elavon, they requested that we should include our cancellation policy but that had already been included in my correspondence.
We contest the claim because:
- the phoned-in cancellation is illegitimate as the product was a custom made product already manufactured and being shipped from overseas to us. The customer was aware of the approximate timeline (and we made it clear in the phone conversations with the customer that we couldn't accept the cancellation).
- the customer received the product and has kept it.
- the claim reached us late because the address was incorrect and the lateness made a timely response impossible
- payment of the claim was made though we contested it
Looking forward to a positive response,
Following is our cancellation policy from our website www.ocusci.com:
Product Returns
Unopened and undamaged product may be returned within 10 days of receipt (with the exception of custom labeled or custom logo product). Return shipping costs will be paid by the customer and a 15% restocking fee will be charged on all returned products.
Custom Product - Custom logo dry eye compress and custom labeled product orders can not be canceled, returned or refunded for any reason once they are placed. Any of these products found to have manufacturer defects that renders them unsellable will be credited to the customers account.Business Response
Date: 09/14/2023
U.S.
Bank values the confidentiality of customer account information and does not
publish its responses to customers’ questions and concerns. In order to protect
your privacy, only a copy of our response has been provided through this
channel. Any described enclosures will be mailed to you, along with a copy of
our response.Customer Answer
Date: 09/22/2023
This matter has not been closed. Elavon has contacted the credit card company (AMEX) with our counter arguments and AMEX's response can take several months (according to Elavon).Initial Complaint
Date:08/22/2023
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 Credit Card charged a $750 fee to recover gift card information owned by our company. Certainly, if we had known about the fee 20 years ago, we would have chose another company. The fee isn't disclosed until you cancel your account.Business Response
Date: 08/28/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, only a copy of our response has been provided through this channel. Any described enclosures will be mailed to you, along with a copy of our response.Business Response
Date: 09/11/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, only a copy of our response has been provided through this channel. Any described enclosures will be mailed to you, along with a copy of our response.Customer Answer
Date: 09/22/2023
Elavon is unable to disclose the exact $750 fee anywhere in their paperwork. If we had know of this excessive fee earlier, we would have chosen a different provide. Again, this fee is not listed anywhere.
Initial Complaint
Date:08/18/2023
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’ve been back and forth with ntc (associated with elavon ) for 4 months going back and forth with them sending me around a total of 6 applications and me sending them back 13 documents to verify myself and my identity, with the last identification was being me sending them my social security card and unlocking my equifax. I’ve finally got approved 2 days ago at 7pm and less then 24 hours later I was told that I was attempting identity fraud AFTER the fact I was approved and months of back and forth. I’ve told them and showed them multiple proof verified my OWN identity way too many times and I should’ve known that something like this would’ve happened they’ve completely wasted mines and my businesses time. This is completely unacceptable I’ve emailed them 89 times and was fed bs answers every time and received excuses on why I was attempting identity fraud ON MYSELF! Now I have to search for a new merchant after 4 months because of elavon I would rate this company a 0 star if this was even possible. DO NOT LET THIS COMPANY FOOL YOU.Business Response
Date: 08/21/2023
U.S. Bank reviewed the request and is unable to respond due to our inability to validate the complainant.Initial Complaint
Date:08/14/2023
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.
I signed up to use their credit card services, never actually used them because I could not get into my account and have been charged $25 a month since Feb. I would like the account paused and I can figure out how to set up the account again next Feb.Business Response
Date: 08/28/2023
U.S. Bank values the confidentiality of customer
account information and does not publish its responses to customers’ questions
and concerns. In order to protect your privacy, only a copy of our response has
been provided through this channel. Any described enclosures will be mailed to
you, along with a copy of our response.Initial Complaint
Date:08/07/2023
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 am reaching out to express my dissatisfaction with the services provided by Elavon under the Costco partnership. I enrolled with the understanding that competitive rates for Keyed-In transactions, using the Converge Pay gateway, would be honored. Unfortunately, my first statement revealed discrepancies, as certain commercial card charges were incorrectly categorized as "card not present" and subjected to non-qualified rates.
During the sign-up process, I was informed that only international cards would incur non-qualified rates. However, this hasn't been the case.
Additionally, while I was promised access to ACH payments upon enrollment, I am now encountering challenges that prevent me from utilizing this service fully.
I kindly request a prompt resolution to these billing and service discrepancies to reinstate my confidence in Elavon's services. Transparency and accuracy are essential to maintaining a positive business relationship.Business Response
Date: 08/23/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Customer Answer
Date: 08/30/2023
the business has not reached out to meInitial Complaint
Date:08/02/2023
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 processed a refund to my card for Clayton homes 385 and did not fully processed the refund which resulted in the transaction being voided. I have not been refunded.Business Response
Date: 08/09/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Customer Answer
Date: 08/10/2023
Complaint: ********
I am rejecting this response because: my bank statement clearly shows the transaction was voided just after being sent to my bank I will be taking the company to court
Sincerely,
******* *******Business Response
Date: 08/14/2023
U.S. Bank
values the confidentiality of customer account information and does not publish
its responses to customers’ questions and concerns. In order to protect your
privacy, only a copy of our response has been provided through this channel.
Any described enclosures will be mailed to you, along with a copy of our
response.Initial Complaint
Date:07/27/2023
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.
On 7-14-2023 we were notified by US Bank that our business banking account had fraudulent activity. That account was frozen same day. On 7-17-2023 a new account was opened. Elavon processes our credit cards. We advised them of the fraud on our account and requested our deposits go into our newly opened account. We have emailed Elavon on 2 occasions providing documentation, have filled out the required paperwork. I have spoken with their representatives on 3 occasions. As of today, 7-26-2023 Elavon is holding $31,827.34 of our money and have refused to facilitate getting our funds deposited into our new bank account. We have supplied all the neccessary information relating to the change including a copy of a cancelled check from our new account. I was told by a US Bank representative who owns Elavon that our deposits will be held for possibly an additional 7 business days. As a business we cannot operate an indefinite amount of time without our daily deposits. We have bills to pay, paychecks to honor, tax payments to make. I received another email from Elavon this morning stating that we needed to fill out yet another different form in order for them to make the account change. If they require this additional step it will add another 3 - 5 business days to wait for them to deposit OUR money into our new bank account. I should not be required to do more than I have already done in order to receive deposit money that belongs to our company. I am unsure how they can legally continue to refuse to release our funds into our account.Business Response
Date: 08/09/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, only a copy of our response has been provided through this channel. Any described enclosures will be mailed to you, along with a copy of our response.Business Response
Date: 08/17/2023
U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, only a copy of our response has been provided through this channel. Any described enclosures will be mailed to you, along with a copy of our response.Customer Answer
Date: 08/28/2023
After nearly a month US Bank finally did return our funds that they had been holding. This case has been resolved.Initial Complaint
Date:07/10/2023
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 used Elavon as my merchant services. They have been absolutely terrible to work with. I had a customer issue a chargeback and before even letting me know they took it out of my bank. I immediately provided all necessary information and 8 weeks later they are saying in an email they have not heard back from the credit card company but won’t give me a case number and say “ Thank you for your email. At this time we are still awaiting for AMEX to respond to the dispute. The Issuing Banks will not speak with the acquirers regarding disputes.”. I then receive a letter dated June 28th that my dispute did not provide enough evidence and they are going to continue to have the charge. This is the first issue. The second issue is that there was another chargeback that they did not tell me about and said they sent a letter when I had already changed my preferences to email and NEVER RECEIVED A LETTER OR EMAIL. This last week they charged me 10 $2,000 charges in one day to put my bank account at $-18,953. I was then charged by my bank for an overdraw. I spoke to 4 different departments (customer care, sales, collections, and dispute resolution) and not one of them could tell me where the charges were coming from. They changed it to one $2,000 charge and I was told by customer support that this was said to me in a June 26th email. There is NOTHING regarding charges in that email. I am so tired of being pushed around and around by this service and they are not acting as a merchant service who is on their clients side or trying to help their client at all. They are trying to come at me and not work with me. I can provide ANY AND ALL DOCUMENTATION needed to support my claim. I am doing this complaint on my phone and my phone will not let me save all of the emails to upload to this. Please please please email me at ********************** and let me know an email address I can forward all of my correspondence to.Business Response
Date: 07/14/2023
U.S. Bank values the confidentiality of customer
account information and does not publish its responses to customers’ questions
and concerns. In order to protect your privacy, only a copy of our response has
been provided through this channel. Any described enclosures will be mailed to
you, along with a copy of our response.Customer Answer
Date: 07/17/2023
Complaint: ********
I am rejecting this response because:they have debited my account $2,000 while a transaction is still pending and take money out multiple times that cause me to overdraw my balance. I want the $2,072 from the debit and two overdraft fees owed to me.
Sincerely,
**** ********Business Response
Date: 07/24/2023
U.S.
Bank values the confidentiality of customer account information and does not
publish its responses to customers’ questions and concerns. In order to protect
your privacy, only a copy of our response has been provided through this
channel. Any described enclosures will be mailed to you, along with a copy of
our response.
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