Additional Complaint 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.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was a client of Elavon and I could write a complaint about three paragraphs long. I just want the money back that they stole out of my bank account for 4 months after I canceled the service. I can not get them to comply. it is not a lot of money but they were a terrible service and do not deserve that money. I have called them several times about this and they are not going to comply.
Business response
05/29/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
05/30/2024
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 went to do a search for the charges to my bank account and found that they recently had refunded the money
after about 4 months.
Sincerely,
***** ***Initial Complaint
05/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My Business email account account was Hacked and they had access to our Elavon merchant processing co. they switched bank accounts to a foreign bank account and charged over $200K of stolen CC's (Succeeded with $39,000 of charges). When consumer called to dispute charges Elavon went into original bank account (mine) to recover their losses withdrew $12,000 depleting my account, since the hackers account was immediately closed. I'm also being billed for another $27,000. It was late January when I realized what was occurring. I have been with Elavon for over 25 years and NEVER had a situation like this occur. Elavon is not returning my money after I provided them a Police Report, FTC report and Affidavit. I'm 77 years old and I feel i have been taken advantage of with no resolution or assistance.Business response
05/24/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Initial Complaint
05/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 04/17/24, we charge a patient card $200, The sale function is very simple, just press # 1, there's no kind of mistake can be happen. However instead of process a sale, the terminal process a refund for $200. When the receipt print out, we realize the issue right away so we press cancel the transaction, we have receipt of both that will be attached here. Then to making sure, we call the company # on the back of the merchant right away to tell them the situation and ask them to make sure the refund transaction either did not go through or already being cancelled. The tech on the phone confirmed that the transaction did not go through. However, couple days later we realize the refund still go through and we lost the $. We have been contacting Elavon 800-725-1243 many times since then about that situation, they denied all responsibility. they only provided us the credit card # to charge that $200 again but the card now is blocked and that patient also block our call. This is definitely Elavon responsibility since we already cancel the transaction and also call them right away to making sure the transaction was cancelled but they still let the refund happen. We did not even charge the patient more than $200( there was only $30 charged to that patient same day) then how can they refund to a card more than what the card being charged. We demand Elevon to return that $200 back to our account. *** ******** * ********** *** ****** * **** * **** ****** ***** **** ** *****Business response
05/17/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
05/25/2024
Please keep my case open.
I did not see that email respond from business sent on 5/17 right after I sent my complain. I just saw it now after receiving your BBB email that the case is close.
So far, nothing has been done from Elavon.
Thank you
****
Initial Complaint
05/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I own and operate a Quick Server franchise named Duck Donuts. Point Point Co* representing Elavon merchant provider* was retained in October* 2022 under the assurance that they could 1.) provide on-line payment services* and 2.) integrate with my ParBrink POS to provide in-shop payment services. Elavon establish on-line payments as of December 2022 and I continue to use this service. Elavon* however* was never able to integrate with my POS despite numerous attempts. I was being charged* via auto-debits* for both services even though the integration account was never operational. I initiated the closure of this integration account after a year’s worth of failed attempts and am seeking a full refund for all the auto-debits associated with this account. I have since found another merchant provider who was able to integrate with our POS. This process only took a couple of weeks and did not require anything further from my POS provider or my franchise’s IT department. The inability to integrate* therefore* appears to have been with Elavon. Elavon has reimbursed me $196 but this non-operational account was auto-debited approximately $1,200.00 over time. Elavon says that the remaining refund needs to come from my third party merchant provider* Pin Point Co. Pin Point Co (Ziad) is claiming that the refund needs to come from Elavon. I have followed up with both sides to no avail. I am seeking assistance from BBB on how to proceed.Business response
05/10/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy* we will either call or mail a response to you directly.Customer response
05/13/2024
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 understand that I can re-open this complaint if I am not satisfied with the result of Elavon's research.
Sincerely*
****** ****Initial Complaint
05/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My complaint they are lien and stealing my money no contract I was with them since December last year 2023 almost 3 months. I stop this service in march 2024 . I call them to send a statement .I discovered they charge me app. Fee $150 and CD ANN FEE $300 I don’t know why charge me no contract , they said you can cancel any time but they are cheating.Business response
05/10/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
05/21/2024
My problem with software ******* ********* . I told you I have record for our service no contract or agreement before start.. you send me my files closed - ******* ********* stolen my money around $600 I showed you my statement charge???Initial Complaint
05/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
in the October of 2020, we were seeking to add a donate button to our website. Our bank, Old Plank Trail, had been put into contact with Elavon who work with processing credit card payments online. As a small church, we would not be doing very many transactions from online donations, so I thought they would charge a percentage of the donation, but it turns out the minimum was around $40. per month. This was not made very clear. In the application process, it appeared to me that I was "signing in" to my online application, but the sign in is set up so what the applicant is thinking is a login page, Elavon has made this some sort of electronic signature agreement allowing Elavon to begin deducting payment for their "service." I believed there was no such agreement yet and their request for more documentation seemed to indicate the same as they said in red ink, the process might be stopped. That deadline passed, no services rendered, but what did begin was Elavon's withdrawing money from our church bank account [$61.00 on 12/02/20]. After Christmas, on January 13, 2021, I emailed ********* ********* saying, "Not sure where we are in the process of getting our website donate button...Please advise. She referred me to technical support for assistance [ I don't think everything else in the application process was completed, but at this point, they had our bank account number and proceeded to help themselves to $3,532.61 of church money beginning on 12/02/2020 and finishing on 01/24/24.Business response
05/02/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
05/07/2024
Complaint: ********
I am rejecting this response because:
It should not take 15 days to see that this was not fair for them to take $3500 for doing nothing for us and it is deceptive practice to do such a thing
Sincerely,
***** ******Initial Complaint
04/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Elavon has taken small amounts of money out of my account, without authorization, for years. The issue there is not only the money coming out, but also that I have no business dealings, neither personal nor professional, with them. In turn, I have to close my bank account each time there is a withdrawal, and have a new card issued, new checks made (plus paying for them, contact all places that draw automatic payments, time lost from working, the cost is more than just the small amounts they sneakily withdraw...in hopes that people won't notice their charges. Needless to say, the list goes on and on. I have even changed banks, and they still seem to find me and my account to withdraw money from.Business response
04/26/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
04/29/2024
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.
Sincerely,
******** ********Initial Complaint
04/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 1/19/24 I closed my business account at Bank of America as the local branch closed operations. I moved my business banking to Chase bank. Days after I filed a change of bank information with Elavon, who processes credit cards and ACH payments for my business. Over the last three months they have denied my bank account changed, despite providing numerous items of proof of my identity. They are holding almost $10,000 of my money that was earned and charged to my customers. I have already paid employees to perform the work for the customers yet I have not received the funds from Elavon. They are simply the processing company. I have emailed them close to 20 times and have filled out their change form numerous times. I was told by customer service that I filled out the paperwork properly yet the next division rejected my request numerous times.I have an extensive paper of them not releasing my money. I have an extensive paper of them not releasing my money. This has put a serious strain on my business. I asked for a check and they said not to do it that way but to fill out their forms. I have done this many many times already. We are going on 95 days that they’ve held my funds I believe illegally. I believe they have made the process of changing my deposit account with them entirely too difficult. I should be able to go online and update my account, but they don’t allow it. They make it a challenge and weeks, months long process to do something so easy. They blame it on fraud protection, yet I’ve provided numerous forms of identity. I’ve only provided a couple emails, I have 20-30 more of them denying me my funds.Business response
04/25/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
04/26/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *** *******Business response
04/26/2024
We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to contact you. To protect your privacy, we will either call or mail a response to you directly.Initial Complaint
04/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We worked very hard and provided a lot of documents and information to get our merchant processing account opened with Elavon. When the account was opened almost two months ago they talked to me to verify the account, and then opened it. The day after we processed our first charge their Loss Prevention department closed our account. This is just not right - they talked to me again on 4/18/2024, and re-verified that it was all legitimate and we provided lots of documentary proof that we are a legitimate business during the underwriting process. Elavon knows nothing more now than it did when it approved us, they should give us a chance to process our business with them as promised after we were approved.Business response
04/19/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer response
05/02/2024
Additionally on 4/18/2024, Elavon put my company ****** ******** **** ** ***** ** *******, and that made my other processor shut us down. However on 5/2/2024, Zachary Demag at Elavon is promising to get us removed from MATCH immediately.Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Evalon has been holding our money for over 3 months now , they have been contacted many times and we have sent them the paperwork they keep asking for many times Still the funds on hold and nothing has been changing no matter how many times we call The customer service is absolutely horrible They have all the funds for my business that we can’t pay our employees because of themBusiness response
04/04/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Business response
04/09/2024
We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to contact you. To protect your privacy, we will either call or mail a response to you directly.Customer response
04/09/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
*** *** ****
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Contact Information
Customer Complaints Summary
124 total complaints in the last 3 years.
62 complaints closed in the last 12 months.