ComplaintsforElectronic Merchant Systems

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started an account with EMS in September of 2021. I have used EMS for almost four years. I have processed between a half million and three quarters of a million dollars with them during that time, never having to have been chased or asked for their fees or exchange rates. My account with them has been and remains spotless. I have moved to a different processor. I insured that my account was orderly and prepared to close, with no outstanding fees owed or batches to process before I contacted them. I was informed by a Retention CS Rep that I have to pay a $500 cancellation fee because I can only close my account on a single day that occurs once every two years. This sounds like an astrology cycle rather than a business practice. I have no record of being informed (other than perhaps the ant track writing in the multipage original contract) that if I did not cancel my account on that single day in September of 2023 that I would be trapped for an entire additional two year period. This cancelation policy is arbitrary, unreasonable, and quite frankly, silly. EMS has profited more than their fair share from my account over the last four years. They need to waive this cancelation fee for my account, and, in a perfect world, not hold anyone else to this ridiculous policy either.

  

  Business response

  07/08/2024

  Dear *** *****, 

  Thank you for taking the time to work with Stacy Smith in 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,

  
  *** ** ********

  Director of Client Services

  Customer response

  07/08/2024

  [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

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing a complaint against Electronic Merchants Processing via Payment Cloud. Our business experience with them has been extremely disappointing and financially detrimental. They operate by holding funds in reserve and using chargebacks as a method to retain business funds. Out of approximately 400 orders processed by our business, we experienced only 12 chargebacks, half of which were related to fraudulent users. Despite this, Electronic Merchants Processing continues to hold our funds in reserve, which is unreasonable and unjust. When attempting to resolve these issues, we have consistently provided the necessary documentation for each chargeback. However, they give us the runaround, making it nearly impossible to resolve matters effectively. Additionally, they directly charge our business account for refunds while holding our money in reserve. This practice is unacceptable and not conducive to business growth. Their goal appears to be pushing businesses over their monthly limit, thus providing them with a pretext to hold funds indefinitely. While our funds are held, they continue to charge our business bank account directly, further straining our finances. I strongly advise against using Electronic Merchants Processing via Payment Cloud for any business transactions. It is in your best interest to work directly with your bank to avoid falling victim to their predatory practices. Their actions indicate that their primary objective is not to support business growth but to take advantage of businesses. This behavior is unacceptable, and I hope the Better Business Bureau can assist in addressing these concerns.

  

  Business response

  07/03/2024

  Dear *** ***** 

  Thank you for taking the time to work with our Retention department. This letter is to confirm that $7,720.31 of funds held in reserve were released on 6/21/24. The remainder of funds held will be reviewed on 7/5/24 for an additional release. 
  At this time, EMS will consider this matter resolved. 

   

  Sincerely,

   *** ** ********

  Director of Client Services

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted EMS in March over the phone about lowering my rates. Someone from support emailed me a "cancelation form," but the attachment was a rate review. After wanting to talk to someone about the rate review further, I got an email from Amber from support on April 3rd saying that they could not match the rates of the new company I was going to switch to and to contact the retention department. I first spoke with **** ******* who argued that EMS never told me they could not match the new rates, and insisted that I need to send him a contract from the new company. He laughed at me when I told him there was not a contract from the new company, but then agreed that the new company I was switching to would not have a contract. He said he would call me back. He then emailed me a new rate review, which STILL did not match the new companies' fees. In this second phone call to cancel, he yelled at me, and when I asked to speak to his boss, he refused to tell me their name or phone number and hung up the phone on me. When I finally got a hold of HIS boss, ****** *****, by calling support, I had a similar conversation with her. First, she told me that they did not have an "Amber" working there. She finally pulled up my email conversations from March & April and STILL refused to cancel my contract without fees and penalties. She too refused to give me her boss' information. I then tried to talk to someone in support, *****, who refused to transfer me to customer service or his boss. He told me that I could only speak to Mike or Stacey and then transferred me to ****** after I repeatedly asked him not to.

  

  Business response

  06/25/2024

  Dear *** *******, 

  Thank you for taking the time to work with Stacy Smith in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. A refund in the amount of $24.50 was issued as part of your desired settlement. 

  At this time, EMS will consider this matter resolved. 

  
  Sincerely,

  *** ** ********

  Director of Client Services

  Customer response

  06/27/2024

  [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

  05/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payment cloud uses them as a back end As a merchant account. So I started using them about a six months. My account was never properly set up and no one reached out to me. Their monthly charge for the merchant account $24 A month which increased to $95 a month. I have not processed one payment and now they are requesting a cancellation fee, even though the account wasn’t properly set up Transactions were processed or even initiated. They are claiming that the account was set up. Earlier this month, I initiated the process to cancel. I can never get through when I leave voicemails or call their customer care team. When I send emails, they just refer me to the customer care center without acknowledging The information within the email. Their customer care goes straight to voicemail. No updates of the cancellation and they do not return my calls. I would love to cancel my account like I initiated it earlier this month. Also, I would like to not have to pay a cancellation fee due to the account not being properly set up. I personally wouldn’t recommend them as a merchant account due to the lack of communication and the poor customer care.

  

  Business response

  06/04/2024

  Dear *** *******, 

  Thank you for taking the time to work with ***** ***** in 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,

  *** ** ********

  Director of Client Services

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ordeal with EMS began when I was signed up for their services through PaymentCloud. Initially, the process seemed promising as EMS conducted extensive checks and inspections, including a physical visit to my location, followed by a phone interview, and eventual approval for a merchant account. However, the trouble began immediately after the handoff from PaymentCloud to EMS. Despite integrating the processor into my website and commencing sales, I encountered significant issues with receiving funds for legitimate transactions. My first charge, a $47 sale for a digital product went unfulfilled, with EMS claiming they were unable to verify the purchase with the customer, thus withholding the funds. Subsequently, a transaction totaling $4997 faced similar hurdles, despite EMS speaking directly with my customer and verifying the legitimacy of the charge. Despite these efforts, EMS persisted in withholding the funds. Their demands escalated to the point where they asked my customer to engage in an unnecessary three-way call with their bank, which understandably, my customer refused. Consequently, EMS notified me that they would hold all funds for months days before releasing them, effectively freezing over $6,000 of my revenue. Upon requesting account cancellation and the release of my funds, EMS shockingly insisted that the only way to retrieve my money was to refund all customers and recharge them through another merchant. This resulted in lost sales, disgruntled customers, and substantial inconvenience for my business. I canceling my account, EMS then began demanding payment for an alleged outstanding invoice of $306, despite my account being active for less than a week. Their representative displayed extreme rudeness and aggression during our interaction, threatening to escalate the matter to collections. Their apparent strategy of arbitrarily holding merchants' funds and subjecting them to unnecessary verification procedures is unacceptable and detrimental.

  

  Business response

  04/26/2024

  Dear *** ****** 

  Thank you for taking the time to work with ***** ***** in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. Per your desired settlement, there are no monies due. 

  I would like to apologize for any inconvenience this may have caused.

  At this time, EMS will consider this matter resolved. 

  
  Sincerely,

  *** ** ********

  Director of Client Services

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for their services a month ago through a subcontractor *** ********* ********* * was told by the sales person that there were no monthly fees and that the only charge was a transaction fee. I got approved and waited a month to insure there were no red flags before I started switching my clients to their platform. The first account I have switch two things happen first the hold the funds and claim that they need to contact the clients bank and the client before they will release the funds and second they billed her twice. Then while they are holding my funds the bill my bank account for 130.00 for service fees. I refunded the client both the charges and have decided not to use this company. They then try to bill my account for the refunds when they were holding the customer funds. So now they are holding 500 in funds paid by the client and will not release it and have tried to bill me 250.00 and 130.00 while holding my funds. I then decide I want to cancel and I am told only the retention department handles this. I have called now 4 times and have left repeated VM and no response. I called today and had the CS agent hot transfer me then the Retention specialist refuses to help me because the agent my account was assigned to was not in the office. It is a file and he has done nothing so there is no reason she cannot handle my case. No supervisor available and Customer Service cant do anything. I feel they just string people along and hold on to funds as long as they can. Very dishonest company. I want a refund of the Service Fees because I have never actually used their services and I want my account canceled immediately.

  

  Business response

  04/17/2024

  Dear *** ****, 

  Thank you for taking the time to work with ***** ***** in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. Currently no monies are due. 

  I would like to apologize for any inconvenience this may have caused. At this time, EMS will consider this matter resolved. 
  

  Sincerely, 
  *** ** ********

  Director of Client Services

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my funds deposited from this company for about a month now. Over $7000 dollars is being withheld. I have done the site inspection, I have done the visa RDR which they require, I have resolved disputes, and I am trying to keep customers happy while they hold my money, making it difficult to fulfill orders. How do you expect me to fulfill orders without my deposits? Of course I will get a dispute. I need my money released asap so I can continue to process orders and do business. I need my money deposited asap to avoid further action.

  

  Business response

  04/09/2024

  Dear *** *****, 

  This letter is to inform you that your Electronic Merchant Systems processing account has been closed by our Risk department due to your high chargeback ratio. Industry standards require a ratio of less than 2%, and you are currently at 8.86%. EMS has processed refunds in-house on your behalf to your customers for any unfulfilled orders. 

  At this time, EMS will consider the matter resolved.

   

  Sincerely,

  *** ** ********

  Director of Client Services 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We sold 2 puppies to a scammer which paid with credit cards then after picking them up a week later placed charge backs on all their transactions which was a total of $8100, We filed all the documentation to challenge it and won the case, customer placed another charge back on the same transactions, I called EMS and asked for advice and did exactly what the told me to do and submitted all the documents the asked for, we got a notification we lost the case which they withdrew the money from our checking account twice now, now I contacted them and they say they didn't have the one document needed but its in their email, I have proof I sent it, now they tell me they can't do anything about it anymore, I need to have this made right as I submitted everything they supplied

  

  Business response

  03/21/2024

  Dear *** ******* 

  Thank you for taking the time to speak with me. This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty, or early termination fee. We have also discussed and agreed to the timing of the release for all monies held. I am pleased we could come to an amicable resolution. 

  At this time, EMS will consider the matter resolved.

   

  Sincerely,

  *** ** ********

  Director of Client Services 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late January, early February 2023, I applied and was accepted by EMS to process credit cards for my business. They had heavy fees, so I found another processor, that charges a lot less, and did not require a reserve, I processed with the other processor with very few charge back well under the required limited to not be considered high risk. The only reason I stopped using the other one, was they wouldn't let me change it over to my other business, ems did. I kept that account for over a year and had to pay their fees for the entire time. When I plugged them back into my gateway, they took hundreds of dollars to 'replenish' my reserve, without any explanation where that money went, in writing or otherwise. And one to three weeks later, they decide to place my account, which I had for over a year, on review. Where they stopped payouts. They asked for customer phone numbers to confirm the transactions, which I do not collect as they are not needed for the services I sell, and they said the only way to release my funds was to start requiring the phone numbers and review different transactions. They said it was my duty to collect customer information, which I did collect email and zip code and name. They never previously said I need phone number. I still got them the information, they called my customer, and offered them a refund, which is against my refund policy, and against the agreement I had with them, it is not their decision to make. The customer didn't receive the product because the cloud storage had to be paid, and hadn't been because they had held the money for two weeks. They said it is a business's responsibility to be able to withstand money being withheld. I did everything they asked to be compliant with them, and then they decided to close my account without a word. Now they are withholding 10% and every transaction for the last two weeks, how can a business survive its processor holding their revenue for 180 days. I didn't even have a charge back.

  

  Business response

  03/25/2024

  Dear *** *********, 

  Thank you for taking the time to speak with ***** ***** in our Retention Department. This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty, or early termination fee. We have also agreed to release $1,498.15 from the reserve account and will release the remainder of monies held after 60 days pending no chargebacks. I am glad we could come to an amicable resolution. 

  At this time, EMS will consider the matter resolved. 

  
  Sincerely,

  *** ** ********

  Director of Client Services

  Customer response

  04/01/2024

  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.
  
  I accepted the resolution, even though I didn't like it. It was the best possible, so I wasn't happy but satisfied.But today they withdrew money from my account for services, when they haven't deposited any of the transactions. So either they should not have debited it, or they should have withdrew it from the money they are withholding. 

   

  
  
  Regards,
  
  ****** *********
  
  
  
  
   

  

  Business response

  04/17/2024

  Dear *** *********,

  Electronic Merchant Systems has initiated a refund of $169.89 to your business bank account and offset the fees owed to the monies held in reserve. The $169.89 represents fees for your March activity. 

   

  Sincerely, 

  *** ** ********

  Director of Client Services

  Customer response

  05/02/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Can you change to resolved and accepted the resolution by consumer. I am satisfied with what they did and offered as long as they keep their word. 
  

  
  

• Initial Complaint

  02/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have purchased the services of electronic merchant systems over a year ago. I have been charged almost 1 year and have tried to cancel and call and call but I keep getting moved around and nobody helps me. I had to cancel the service because business was not doing well and I canceled and shutdown the original email linked to the business and have no access to the other company EMS claimed I needed to contact to get this resolved. Please director of client services reach to me at ********************************* so I can cancel and hopefully get theses monthly fees refunded please.

  

  Business response

  02/21/2024

  Dear *** ********, 

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

   

  Sincerely, 
  
  *** ** ********

  Director of Client Services

*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. ↩