Complaints

This profile includes complaints for Electronic Merchant Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Electronic Merchant Systems has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Electronic Merchant Systems

  250 W Huron Rd Ste 400 Cleveland, OH 44113-1451

  
• 

  Electronic Merchant Systems

  1 Belmont Ave Ste 410 Bala Cynwyd, PA 19004

• 

  Electronic Merchant Systems

  2520 Independence Blvd Ste 200 Wilmington, NC 28412

• 

  Electronic Merchant Systems

  3030 N Rocky Point Dr W Ste 671 Tampa, FL 33607

• 

  Electronic Merchant System

  5000 Mcknight Rd Ste 404 Pittsburgh, PA 15237

The 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:03/03/2025

  Type:Billing Issues
  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 submitted an application for credit card processing in late October of 2024, to which I never received a response via phone, email, or regular mail. I believed my application was denied. However, now in March of 2025 I have been receiving multiple calls from a loud and angry man regarding an outstanding balance of over $400 dollars. I said this must be a mistake because I have not used this company's services, he then told me I had to cancel the account on file through a 1-800 number. The representative at that phone number said there is a $595 dollar early termination fee. I should not have to pay for something that was never approved or utilized. I was never given an account number or information for setting up an account. The number I was told to call was 1-800-615-1330 and they said a ticket was created for this issue (#*******). They did not say when I would be hearing additional information.

  

  Business Response

  Date: 03/05/2025

  Response received via email

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee.  I would like to apologize for any inconvenience this may have caused.  At this time, EMS will consider this matter resolved.

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ********
  
  
  

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  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 started working with this company in January 2025. After the first transactions, they froze my money in the amount of 38,864.96. Their employee from the Risk Department wrote to me that I exceeded the monthly limit and froze the money. I asked for papers, documents to verify all transactions. I provided absolutely everything. Two weeks passed and he told me that everything is fine and you can use your account. I told him that my amounts will exceed the limit of $ 10,000 and I asked if you will give guarantees if I leave this money on deposit that in the future there will be no holds. He said that they do not give guarantees. But the next day they sent all the money to the deposit, I did not give them any authority to do this! I called him and said that I can put it on deposit if you give guarantees that in the future there will be no problems with payments. He answered me that they cannot release the money because I exceeded the limit. Not because of verification, but because of the limit! Said ok, I will pay the hotels from my money and my employees from my tax money. After two weeks, I made transactions for the amount of 49,673.46 and again they froze because of the limit. Although the contract shows that the limit is $20,000 per month, they do not even want to give up the monthly limit. I warned him that if I lose my business and clients, they will pay. 10 minutes later, Bryana wrote to me by email about the limit. She almost repeated the same thing. I want a payment at least the one that is set in the monthly limit, and this is $20,000 according to the contract and not $10,000. For January and February. I also wrote to her that I do not want to work with them anymore. And all transactions from their side from my bank account will be canceled in the future if they try to withdraw. I wanted to resolve the situation peacefully and I don't like any hidden rules from the client. I'm already preparing a case to file in federal court.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ********
  
  
  
  
   

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ********
  
  
  

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ********
  
  
  Consumer emailed the following
  
    You can see I passed the verification but they hold funds because I do transactions over the monthly limit. I'm okay if they release the only limit amount. They can't do that.
  Patrick says I have a $10,000 monthly limit, Lady says I have $20,000. From my contact it's $20,000 monthly. After this week it's gonna be 1 month fund on hold. I wanna resolve this issue and work with them again in the future but they try to destroy my business. Without the cash flow I can't work. Also if the supervisor can contact me it's perfect.  

  Customer Answer

  Date: 03/04/2025

  Consumer called and left a message that we can close the complaint as it is now resolved.

  

  Business Response

  Date: 04/28/2025

  Business Emailed the BBB their response:

   

  As the result of your monthly payment processing volume exceeding your agreed upon monthly processing limit, EMS has made a business decision to continue to hold your monies in reserve until chargeback rights expire.  Included is a copy of your sign addendum acknowledging a 0% reserve and a monthly volume limit of $10,000.00  Please continue to work with our Risk department until this matter is resolved. You had stated that you were working with an attorney.  Please provide their information, and I can get them in touch with our legal department

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  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 with EMS back in August 2024. The first 2 transactions were flagged and they requested verification. I provided them with the information and invoices and contracts for the customer. They still held my money up until November 2024 when my account manager asked me how EMS was doing I explained I stopped using them due to this issue. The account manager was able to speak to EMS and they finally released my money for the 2 transactions and told me my account was good to go. I started using them again in November 2024 until January 2025. They have been holding 10% of my money for every transaction which in total is just shy of $2,000.00. On top of this reserve hold they are holding $4,700.00 over a customers dispute (which I provided the proof this was buyers remorse). I have send screenshots and all the required documents to make my case for the dispute and they are telling me they will continue to hold the reserve PLUS the $4,700.00. I was told my account was not on any hold prior to the current charges when the dispute showed up which led me to keep processing with EMS. The chargeback is for $599.00 and they are holding close to $7,000.00 of my money because of this rather then taking it from my reserve and releasing the rest of my money. I have been in contact with Olivia M. who has been giving me robotic answers. This has been going on for 2.5 weeks now and I still have yet to get my money. I would highly suggest not using this company. They also randomly decided to do a review on one of my clients and called them to verify the charges which I gladly accepted because I had nothing to worry about. That same client they verified the charge ended up making a dispute 10 days later which led to the hold of close to $7,000.00. I want them to release my money and close my account and never use this company again. I have made multiple attempts to resolve the issue with no progress in sight. My company is **** *** *** ***********. I need my money released ASAP.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****

   

  The chargeback was made on false pretenses. I have provided your company proof of that. Also I had no choice to put a stop hold with my bank so your company would not be able to debit my account considering you are holding close to $7,000 of my money. You have reserves at about $2,000.00 PLUS you have $5500 on hold. You need to take out what you need to take out and release the rest of my money. If you look at the compaints on BBB you are doing the same thing to me as you have to multiple customers. This is unacceptable. I am a small business and you guys hurt me very badly. This has been going on for a month now with no resolve. Your customer service department is not giving me direct answers to this matter. Your response is useless and you guys are hurting small businesses. I spoke to your charegback department yesterday and she herself admitted this is something you guys are doing to customers and she is seeing a lot of complaints coming in so I know I am not the only one. I want you to take what you need to take and release $3500.00 back to my account immediately. My chargeback ratio is at 8% because the customer who I charged twice did the chargeback only because I had to run her card twice for the same transaction under 1 sale. Your company called this customer to verify the charge because it came in as a duplicate so this was reviewed and cleared. Also the last chargeback that came in was due to me telling the customer to dispute so I can reprocess them with my other company because you guys put me in the hole. I could have done this to the 9 other customers I charged 3 weeks ago but I have been patient with you guys and I feel like my patience is running thin. I do not want to take extreme measures to get my money back. I read the complaints on BBB and trust pilot and they are terrible and accusing your company of the same situation I am dealing with now. It is not a coincidence that many other companies are dealing with the same mess. 
  
  
  
  
   

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  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 name is Jaquon, and I’ve been a loyal customer of Electronic Merchant Systems (EMS) for some time. While I’ve had no prior issues, my recent experience has been extremely frustrating and disappointing, especially during the holiday season. EMS is holding a substantial batch of payments, claiming they need to verify my customer’s transaction. Despite the customer confirming it via phone and email—and even sending a picture of their debit card to prove their intent—EMS still demanded the customer call their bank while EMS was on the line. This invasive step made my customer uncomfortable and strained our relationship, jeopardizing a valuable business opportunity. EMS has already deducted their 10% reserve from the batch but continues to withhold the remaining funds. This has placed me in a financial bind during the holidays, making it difficult to provide for my family. As a small business owner with no chargebacks or prior issues, I find this behavior unethical and unacceptable. Holding funds without clear justification, even after extensive verification, reflects poorly on EMS’s practices. To anyone considering EMS, I strongly advise against it. My experience shows that even a spotless record doesn’t guarantee fair treatment. EMS must reevaluate their policies and prioritize their customers’ needs, especially during critical times like the holidays. Sincerely, Jaquon

  

  Business Response

  Date: 01/09/2025

  Additional information received via email:

  I am compelled to expose the unethical, predatory, and potentially illegal actions of Electronic Merchant Systems (EMS). Their practices have caused severe financial harm to my business, Student Loan Free, and placed me under immense stress. EMS’s actions are a systemic abuse of power against small business owners, and I am determined to hold them accountable.
  
  
  
  Unjustified Withholding of Funds
  
  EMS has withheld a substantial amount of money from my business under the guise of a “verification process.” Despite my customer providing extensive proof of payment—emails, phone calls, and even a photograph of their debit card—EMS demanded that my customer call their bank with EMS on the line. This invasive demand strained my customer relationship and disrupted my operations. Additionally, EMS transferred the funds into an inaccessible bank account, raising concerns about their internal practices. EMS is effectively exploiting small businesses by holding funds as an interest-free loan while continuing to charge processing fees.
  
  
  
  Partial Release of Funds and Bribery
  
  As of January 6, 2025, EMS has released only $2,581 of the $7,000 they withheld, leaving $4,000 still on hold. This partial release happened only after I complied with their demand to delete negative reviews—a blatant act of bribery. EMS’s willingness to release funds contingent on review deletion, while still withholding a significant portion, proves their actions are not about “risk” or “verification.” If EMS genuinely believed the transactions were fraudulent, they wouldn’t use those same funds to cover their fees or offer partial releases in exchange for removing public criticism.
  
  
  
  Termination Without Justification
  
  EMS has now terminated my account, cutting off my ability to use their services and deleting my processing history and transaction records. Terminating my account while holding $4,000 for an arbitrary 120 days is unjustifiable. If I can no longer use their services, there is no reason for them to retain my money.
  
  
  
  Manipulative and Unethical Practices
  
  EMS’s representatives have shown a pattern of manipulation and negligence. On January 3, 2025, a representative named Mike assured me my funds would be released if I deleted my reviews. After I complied, EMS claimed additional approvals were needed, leaving me feeling tricked and betrayed. On January 6, 2025, I was bounced between departments, with no one taking responsibility or providing real answers. This disorganized and evasive behavior reflects a deliberate tactic to avoid accountability.
  
  
  
  Financial and Emotional Toll
  
  EMS’s actions have devastated my business. I invested heavily in advertising on platforms like Google Ads and Microsoft Ads, expecting a return on that investment. Instead, EMS’s withholding of funds has left me unable to pay employees, cover expenses, or operate effectively. The emotional toll has been equally severe, causing immense stress and depression during what should have been a joyous holiday season. This is not just a financial issue—it is an attack on my livelihood and well-being.
  
  
  
  Legal and Ethical Violations
  
  EMS’s actions may constitute violations of several legal principles, including:
  
  1. Breach of Contract: Withholding funds without justification.
  
  2. Unjust Enrichment: Benefiting from holding client funds while continuing to charge fees.
  
  3. Consumer Protection Violations: Coercing me into removing negative reviews under false pretenses.
  
  4. Negligence and Fiduciary Duty: Failing to handle client funds with transparency and accountability.
  
  
  
  A Call to Action
  
  To EMS: Release every dollar you are holding, including the $4,000 still on hold. If my account is terminated, there is no justification for continuing to hold my funds for 120 days. I demand full payment immediately.
  
  
  
  To other business owners: Avoid EMS at all costs. Their practices are unethical, exploitative, and harmful. If you have been affected, consult an attorney and consider joining or initiating a class action lawsuit. Report EMS to consumer protection agencies, including the Better Business Bureau and your state attorney general.
  
  
  
  Contact Information
  
  My name is Jaquon **********, owner of Student Loan Free. For further inquiries or to join forces against EMS, please reach out to me at ************ ** ************. Together, we can hold EMS accountable for their predatory practices.
  
  
  
  Sincerely,
  ****** **********

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  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 called to cancel my account 2 weeks ago and was told i will receive a cancel form in my email within 2 days,since today i haven’t received an email yet,when i called back they transferred me arround and no one pick up the phone,and they said they would chargered me 785$ for cancel fee,that is ridiculous

  

  Business Response

  Date: 12/06/2024

  Thank you for taking the time to speak with Stacy S**** *n our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. At this time, EMS will consider this matter resolved. 
  Sincerely, C. 

  Customer Answer

  Date: 12/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** **
  
  
  

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  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.

  RE: Merchant ID* ******************* We would like to file a complaint for Electronic Merchant Systems (EMS). EMS merchant is withholding our funds since July 2024 without much explanation. This total has amounted to approx $18,000. These transactions were invoiced and charged by us for our services provided to our customers. 100% of the funds have been blocked resulting in our business being on hold for the past 3 months and has been financially detrimental. They have been claiming that we have had high chargebacks and our belief is that this is done to hold the funds purposefully. For example a transaction of ~$4000 was charged back to our business, we contested it and won it back and agreed by all parties - only to find that EMS has reverted this chargeback with no explanation. By the way, we contacted the customer directly to find that they had not requested any chargebacks. This is completely unethical and puts us as a small business in deep cashflow problems. Furthermore, when we requested to speak to the supervisor, the supervisor was not helpful either. Our last conversation with EMS was in early October 2024 and we were advised that the funds will be released in Nov '24 however they applied unethical chargebacks which were already contested and won by us previously (as mentioned above); further delaying in the release of funds. It seems as though they are making us go around in circles and delaying the fund release on purpose; similar to many other complaints on BBB. EMS comes across that they are purely taking advantage of a small business and our funds - a completely unacceptable practice and we really wish that Better Business Bureau can help us in addressing these concerns.

  

  Business Response

  Date: 12/02/2024

  This letter is to confirm monies placed on hold have been released, but monies held in reserve will continued to be held because of your chargebacks and current chargeback ratio. Please continue to work with our chargeback department to ensure these items are getting resolved. 

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  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 opened my business and a merchant account with this company in July of this year and it was truly the worst start I've ever had in my life. I billed almost 3 thousand dollars the first month and unfortunately the money was not being liquidated to my bank account because they closed it due to inactivity without prior notice, I contacted EMS to notify them of the problem and to send the money to my new bank account and I followed all the steps they told me, they even asked me for an inspection at my home and they told me that was the last thing in the process, then they told me that they had to verify the sales and they started with a client, the client accepted having made the purchase but that he was not so satisfied with the product, something that seemed strange to me because the client never contacted us to make a claim or ask for a refund and yet he accepted everything and still they told me that the verification did not pass. In short, they verified another one and the person felt so distrustful with that verification that he made a chargeback because he believed that this was a scam. In mid-October, they told me that I had to make another sale to verify, which I did and I took the risk. The client was waiting for the call, but since he spoke Spanish, they told me that they couldn’t verify it like that, that they needed an interpreter. I understood this and waited, but more than 15 days have passed and not even their risk manager named K. Tabitha has answered my emails to tell me what was going to happen, and they are going to have to tell me that I have to make another sale to verify. I need help please, I begged them to give me my money back because my company had to stop for this and we are practically reaching a point where we will have to close.

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  He revisado la respuesta que dio la empresa en relación con la queja con número de identificación 22555681 y he determinado que esto no resuelve mi queja. Para su referencia, los detalles de la oferta que revisé aparecen a continuación.
  
  I processed a sale a month ago to finish verifying the sales, and they have not yet verified it because the client speaks Spanish, you are the ones who have to figure out how to verify that sale, you have made me go through multiple processes including inspections and still I They keep putting inconveniences to solve my problems. I updated the bank account since September and here I attach the form when I did it and spoke with their representatives. They are asking me to continue debiting cards because "there are no new sales to confirm.

  The chargebacks have come since they began to carry out verifications because customers believe that this was a scam. Also, I am aware of only one chargeback and you are supposed to be deducting 10% of each sale to cover that chargeback.
  
  Saludos cordiales,
  
  ***** *******
  
  
  
   

  

  Business Response

  Date: 01/29/2025

  This letter is to confirm your Electronic Merchant Systems processing account has been terminated as the result of your current chargeback ratio. EMS has made a business decision to release half of the monies held in reserve. The account will be reviewed again in 30 days for a final release of funds. Please continue to work with the risk team if you have any additional questions. 

  
  At this time, EMS will consider the matter resolved. 

• Initial Complaint

  Date:11/10/2024

  Type:Billing Issues
  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 have been using Electronic Merchant Systems (EMS) credit card processing services since October 2021. My account has always been in good standing–remitting their expensive transaction & service fees in a timely manner. In October 2024, EMS doubled their fees with no advance notice. They tried to automatically withdraw the new, much higher amount from my business bank account with no notice. They claimed notice of this price increase was provided by mail. I have no record of any mailed or e-mailed notice. I contacted EMS asking for an explanation of the charges. I was transferred to a “Retention Specialist”, who alternated between chuckling at my questions and complaints, & making monetary threats. He indicated that I had missed the 1-day renewal that comes up every 2 years & am therefore forced to continue paying their exorbitant charges & transaction fees for at least another year-the balance of the 2 yr period. Then if I’m lucky enough to catch them on the 1 day anniversary date & am allowed to cancel, I would owe a $595 termination fee-along with a signature from me agreeing to some new financial liabilities. This entire process seems fraudulent, predatory & unprofessional. These are not normal business practices & are harmful to small businesses who are just looking to process payments in a legal, cost effective manner. EMS is also holding $887.46 of my sales proceeds in a "Reserve Balance" account. In addition to closing the account without incurring further fees, I would like the Reserve Balance returned to me by check. They are not entitled to keep the Reserve Balance Funds once the account is closed. The EMS Retention Specialist was very aggressive & sarcastic - laughing at our predicament, indicating that we must continue paying whatever they demand for another year – then remit the $595 termination fee. I would like the account closed with no further charges or fees & ask that our $887.46 in Reserve Balance Funds returned to me by check.

  Customer Answer

  Date: 11/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******
  
  
  

  

  Business Response

  Date: 12/20/2024

  Business emailed response to BBB Staff

   I would like to apologize for the confusion. At this time, your account has been closed and there are no monies due at this time. Again, I'm sorry for any inconvenience. 

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  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 had problems with this company since the account was opened with this company. Processing company continued to say they would not release funds because of verifying a large transaction over $100 so I gave them all the info on buyer and supporting documents so they cpuld verify and was told that there bank could not give them account holders info so they could not release funds. And as far as charge backs of only 21% they close my account with calling me or notifying me about problem and just close my account with over $900 in funds they are holding. I am a small buisness and have a family to support.

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  So I talked to my lawyer and they told me you guys are in breach of contract

  Material breach:

  If the lack of login access significantly hinders your ability to utilize the service outlined in the contract, it could be considered a "material breach" which gives you grounds to take legal action. 

  I asked several times for log in credentials and was never given any just ignored, so I never had access to my account to see the charge backs and was never contacted by company about them. So you are in breach of contract. I am small buisness who needs to make ends meet just release funds and I will not go forward with legal action.
  Regards,
  
  ***** *******  
  
  
  
   

  

  Business Response

  Date: 11/26/2024

  Business provided a response

  As a result of Electronic Merchant Systems unable to collect for chargebacks due to nonsufficient funds, EMS has offset those items with deposits held. Currently there is a shortfall with your merchant account. Please have your lawyer reach out and I will coordinate with our legal department

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  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 are filing a complaint against Electronic Merchant Systems (EMS) regarding a pending $6,000 in sales processed through their merchant service, which has been held for an extended period without clear or valid justification. The lack of access to these funds has compromised our business’s operations, impacting our ability to meet financial obligations. We have repeatedly reached out to EMS for an explanation. Unfortunately, our interactions with their representative, *******, have been unhelpful and unprofessional. She has been unable to provide a reasonable explanation for the hold and has even responded with irritation when we asked for clarification. This level of customer service is disappointing and unacceptable, especially given the serious impact of this situation on our business. Despite holding our funds, EMS continues to charge monthly fees, debiting our bank account without fulfilling their obligation to provide access to our processed payments. This practice is unfair and financially damaging.

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* *****
  
  
  
  
   

  

  Business Response

  Date: 02/21/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by **** ******, and the vehicle service contract (“VSC”) referenced
  above.

  
  A claim was initiated with our office 11/20/2024 for transmission replacement. As part of the claims
  adjudication process the repair facility was advised of the customer’s responsibility, per contract terms
  and conditions, for diagnostics and tear down to confirm a covered mechanical breakdown exists. Our
  adjuster also conveyed the limit of liability for any transmission claim of up to $2000 on a covered repair
  at that time.

  
  During that call tear down was requested to verify a covered mechanical break down exists. If the repair
  facility can demonstrate by providing photos of the transmission pan contents and fluid along with a
  video of the noise concern reported, that may be sufficient diagnosis to proceed with the claim process.
  Our customer service supervisor returned a request for call from *** ****** this morning and left a
  detailed voicemail with this information. We have not received a call back at the time of publishing this
  letter. A claims adjuster is also reaching out to the repair facility to reiterate the information. We will
  await receipt of that infomration to continue with the claims process. Please find the related contract
  terms and conditions cited below.

  
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL BREAKDOWN means the inability of any covered part(s) or component(s)
  to perform the function(s) for which it was designed due to defects in workmanship or materials”
  Additionally, within Sections 6 and 12 of the TERMS AND CONDITIONS the language states:
  6. LIMITS OF LIABILITY: The limits of liability under the terms of this contract are as
  follows, subject to a maximum aggregate limit of $6,500:

  
  12. YOUR OBLIGATIONS: In addition to the other provisions of this Agreement, and
  in order to receive Coverage and benefits under the terms and conditions of this
  Agreement, You must:

  
  F. Authorize the Licensed Repair Facility to Tear-Down Your Vehicle in order to
  determine the cause of failure. You will be responsible for these charges.
  Once we have received the requested information from the repair facility, we will review that and proceed
  if a cover mechanical breakdown is confirmed.

  
  We are grateful for the privilege of being *** ******’s vehicle service contract administrator and
  pleased we were able to clarify this matter.

  
  As always, if *** ****** has any additional questions regarding this claim, she may contact our office
  directly by telephone at: ************.