ComplaintsforElectronic Merchant Systems

Credit Card Merchant Services

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Initial Complaint
11/11/2021
Complaint Type:
Product Issues
Status:
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.
We are attempting to collect reserve balance that was held through the terms of our contract in the amount of $8,394.21. We have made several attempts in regards to when this amount will be returned to us as we have closed this account. To date we have not received a date when these funds will be released to us. Our account was in good standing at the completion of this contract, and we have had zero chargebacks or derogatory actions on this account through the terms of our contract.
Business response
11/29/2021
Dear *** *****,
This letter is to confirm all monies held in reserve have been released. $8,394.21 was sent to your account on 11/11/21. At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Business response
11/29/2021
Dear *** *****,
This letter is to confirm all monies held in reserve have been released. $8,394.21 was sent to your account on 11/11/21. At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
11/08/2021
Complaint Type:
Billing Issues
Status:
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.
Closed this account. Business had no sales. Was told no etf was going to be applied. Cancel a month before. Company say they did not receive information to cancel. Send 2 more. All of the sudden, I'm charged $81 for November and $595 etf fee. Like seriously, horrible business. Already told people don't do business with ems their scammers and lie all the time and don't get back to you worth nothing. Another person I know went through ems before me, same thing - no sales closed account but they waived his etf and did not charge $81 on the 1st. I'm getting real tired of this company's thinking the can do what ever they want. I will be pursuing legal matters If my etf fee of $595 is not waived and $81 from November not reversed. This is why I don't give company's banking account information. Thank ems I will never do business with them again. Thanks for the unprofessional and horrible experience.
Business response
11/29/2021
Dear *** *********
Thank you for taking the time to speak with ***** ***** in our Retention department. This letter is to confirm that EMS has waived your $595.00 early termination fee and will not pursue collection of the $81.00 that has rejected.
At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
10/19/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
we had a contract to process credit card transaction with this co, for aprx, 3 years ago, after a year , we found anther co., with better rate, when I called this co. to cancel my contract, they told , while I have contract, and to break it, would cost money, so I was paying $30/Mo, till I finish my contract, when I call after that, "****", send me a cancelation form to sign, and send their Credit card machine within 10 days, if not then it will be charge, so I sign and send their equipment on Aug 11, 2021, and when I saw my Bank act, they took out $795, I call and and Asked why there is a charge, she told me about "***** *" , I asked her what is ***** *, then she explain that I have to send my contract and they will see if they can have better price, I told my contract was done and I do not need to match/compare, I told he, did not said or I may have not heard, I verify that my contract is over, and do not need to pay any penalties, Then I request her to let me speak to a Manager,
Business response
10/26/2021
Dear *** ********,
Thank you for taking the time to speak with ***** ***** in our Retention department. This letter is to confirm the refund of $795.00 you were charged as an early termination fee when your account was cancelled. We would like to apologize for the miscommunication.
At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Customer response
10/26/2021
[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
10/18/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Electronic Merchant Systems Terminated My Account Due To High Chargeback Ratio Approximately 530 Days Ago! I still have yet to receive any of my funds they have been holding since last year! I called and changed my address requesting them to overnight send my check in the mail to my house as soon as possible! That was 3 weeks ago they said they would, I know cardholder rights last from 60 days to 120 days! Electronic Merchant Systems Terminated My Account May 14th, 2020 But Still Charged My Bank Account A Monthly Fee! This Is Unacceptable , I Will No Longer Wait! My Merchant Number Is ***************. I uploaded the letter I received last year for proof. I Want All My Money Released From The Reserved ASAP! And I Want It Sent Overnight To My Address 3814 Bicsak Drive, Warren, Michigan, 48092 And I Want All The Fees You Charged Me After The Account Closure Reversed, Also All The Money That Was Chargedback That Wasn't In The Cardholders Right I Want Reversed And Put Into My CHECK!!!! ASAP
Business response
10/21/2021
Dear *** *******
It is important to note that EMS does not have valid banking information affiliated with your account. This contributed to some of the delay in releasing monies held. You have also requested an address change for the account. At this time, EMS has made a business decision to release half of the monies held, and a check in the amount $8,763.79 has been issued. It will be mailed to the new address provided. The account is also due to be reviewed again on 11/15/21 for the next potential release of monies still held in reserve. There will not be a full release until EMS is comfortable that there will be no further chargebacks, as EMS would not have any way to collect from you.
At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Customer response
10/21/2021
[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.
I will be in contact also on 11/15/21,
Thank you,
Regards,

****** ******
Initial Complaint
10/05/2021
Complaint Type:
Billing Issues
Status:
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.
I called on Sept 21 to cancel service. I received an email from payment cloud who is the 3rd party that set the service up confirming the cancel. Oct 1st comes along and EMS took a payment, I want that back. I had my office manager reach out and she was told that someone tried to call me, however they called the wrong # according to cs rep, Office manager was told someone would contact me Monday 10/04/21. No one did, I had my office manager call this morning 10/05/21 she spoke to someone and they told her I wld have to call in again, she told them to transfer the call and wld connect me, Mike retention dept, told me I need a form, no form was sent out to cancel since 09/21/21, also told me $500 fee, I did not sign a contract to agree to a term or cancel fee, mike said I sounded like a woman, I am a man, second time EMS has said that to me. I verify identity and still he harassed me, I felt discriminated against , very offensive no apologies were given. **** still never sent the form.
Business response
10/15/2021
Dear *** ******,
Thank you for taking the time to speak with ***** ***** in our Retention department. This letter is to confirm that your EMS merchant processing account was closed without penalty or early termination fee.

At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
09/30/2021
Complaint Type:
Billing Issues
Status:
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.
I needed a merchant account for my business. I signed up with EMS and did not know, nor was it brought to my attention that it was a 18 - month contract and there was a $600 cancellation fee. Moving forward anyway, I finally got a client and processed my payment through this company. EMS blocked the payment and proceeded to call my client to ask if my business was legit. What company does that? Also, there was supposed to be a $30 per month account fee but they were charging me $60 per month. My business bank account was overdrawn and closed due to this. I am not looking for a return, I simply don't feel I should have to pay a cancellation fee.
Business response
10/07/2021
Dear *** ********,
Thank you for taking the time to speak with ***** ***** in our Retention department. This letter is to confirm that your EMS merchant processing account was closed without penalty or early termination fee.
At this time, EMS will consider that matter resolved.

Sincerely,
Jon C. Butinski
Director of Client Services
Initial Complaint
09/30/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We needed apayment processor for my website ************************ and signed up with EMS and did not know, nor was I made aware it was a 24-month contract and there was a $595.00 cancellation fee. Also, there was supposed to be a $30 per month account fee but they were charging me $119.00 per month. This account was never used and never processed any payments and I was billed for 6 months. Fairly, I'm seeking to not pay a cancellation fee for something I did not use and was charged monthly for in the amount of 119.00.
Business response
10/01/2021
Dear *** *******,
Thank you for taking the time to speak with ***** ***** in our Retention department. This letter is to confirm that your EMS merchant processing account was closed without penalty or early termination fee.
At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Customer response
10/01/2021
[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
09/22/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up with EMS on 11/24/2020. In June of 2021 I requested to cancel. I filled out the cancelation form, and it took a month to even hear back. I requested an early release of my funds since I’ve had absolutely no chargebacks etc, someone in retention department told me they would work on an early release of my funds which I was fully expecting. It is now august, and they are telling me I have to wait 210 days for them to review my account. Plus, charge an almost $600 cancelation fee. My problem is that now where in anything I signed stated the 210 day review period. My last transaction with them was in April, it’s been 5 months already and they are holding my money hostage refusing to give it to me. I just want my money, and want to be done with this. It’s caused so much stress on top of everything else businesses have been through the past year. Their customer service has been a nightmare.
Business response
09/27/2021
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Dear Mr. Faamoe,
Thank you for taking the time to speak with ***** ***** in our Retention department. Per your desired settlement, this letter is to confirm the release of $3,967.75 that was being held in reserve.
At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Business response
09/27/2021
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Dear *** ******,
Thank you for taking the time to speak with ***** ***** in our Retention department. Per your desired settlement, this letter is to confirm the release of $3,967.75 that was being held in reserve.
At this time, EMS will consider that matter resolved.

Sincerely,
*** ** ********
Director of Client Services
Customer response
09/27/2021
[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 response
09/27/2021
[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
09/20/2021
Complaint Type:
Order Issues
Status:
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.
On September 15, 2021, I was advised by employee ****** ********** that my account has been terminated due to an alleged high chargeback ratio. In addition, employee ****** ********** advised that my funds totaling approximately $7,400.00, would be held in the rolling reserve for 210 days. First of all, Electronic Merchant Systems’ contention regarding high chargeback ratio is inaccurate. For one thing, **** ** ***’ provides terms and conditions when purchasing. Secondly, I have no authority regarding the information that customers input regarding payment information. More importantly, I adequately completed and returned the “CHARGEBACK REDUCTION PLAN” upon request. Also, I never signed a contract agreeing to a 210 day hold on any of my funds. The money rightfully belongs to me, **** ** *** has performed and provided all documents requested, yet Electronic Merchant Systems is refusing to return my money.
Business response
09/24/2021
Dear *** *******,
As the result of your merchant processing account being terminated for both an excessively high refund ratio of over 18%, and a chargeback ratio over 12%, Electronic Merchant Systems will continue to hold monies in reserve until all chargeback rights have expired. Chargebacks continue, as another item just came through dated as recent as 9/22/21.
As a courtesy, EMS will review your account again in 30 days for a potential partial release of funds.

Sincerely,
*** ** ******** Director of Client Services
Customer response
10/02/2021
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 do not believe your side is acting in good faith for the reasons I have previously outlined. Let me reiterate that I never signed a contract agreeing to a 210 day hold on any of my funds. Similarly, I did not provide any written, oral or informed consent regarding a 210 day hold on any of my funds. The money rightfully belongs to me, **** ** *** has performed and provided all documents requested, yet Electronic Merchant Systems is refusing to return my money. This is completely oppressive, burdensome and overboard.

In the spirit of negotiations, good faith, and the hopeful resolution of my claims, we demand re-payment of $7,400. Please note that this offer in no way limits how much we will seek if a lawsuit is required. Lastly, in light of the fact that liability and damages are clear, if you fail to furnish this request by October 5, 2021, we will have no option but to move forward with a lawsuit.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Business response
10/07/2021
Dear *** *******,
Due to fees rejecting, and another recent chargeback, EMS will continue to hold monies in reserve until chargeback rights expire. Please refer to your merchant agreement and rolling reserve addendum.
As previously stated, EMS will be reviewing your account again within the next 30 days.

Sincerely,
*** ** ********
Director of Client Services

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