This business is not BBB accredited.

EVO Merchant Services

Additional Locations

Phone: (516) 479-9000 Fax: (516) 750-0253 View Additional Phone Numbers 515 Broadhollow Rd , Melville, NY 11747 http://www.goevo.com ! BBB Business Review on EVO Merchant Services is being Updated by BBB !


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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.




Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    51 East Bethpage Road

    Plainview, NY 11803

  • THIS LOCATION IS NOT BBB ACCREDITED

    515 Broadhollow Rd

    Melville, NY 11747

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have attempted to Cancel credit processing services and receive reimbursement for automatic debits to our checking account with this company (EVO) starting in November 2014. The following is a list of our attempts to cancel this service: 11/**/2014: Requested Termination of Service via phone. Customer Service indicated that they would send our request to a Team Lead and call us back. 12/*/2014: Contacted Customer Service to check status of termination. They requested that we fax them a completed Cancellation Closure Request. We completed and faxed the Cancellation Closure Request on 12/*/2014 @ 3:38 PM CST to ***********. Our fax machine printed the log that indicated that the fax was transmitted. 12/**/2014: Received letter from EVO requested completion of a W-9 IRS Form. Completed form and faxed to *********** on 12/**/2014 @ 8:29 AM. Our fax machine printed the log that indicated that the fax was transmitted. 1/*/2015: Received a bill from EVO for 46.39. Contacted Customer Service (***********). They indicated that they did receive the prior fax of the Cancellation Closure Request. They requested that we fax the Cancellation Closure Request directly to the Cancellation Department @ **********. We faxed the Cancellation Closure Request along with the previous fax transmission log to the requested number on 1/*/2015 @ 12:47 PM CST. Our fax machine printed the log that indicated that the fax was transmitted. The customer service representative also indicated that they would send an email to their Escalation Department to process our request for reimbursement for the current bill of 46.39. 2/**/2015: Received a bill from EVO for 46.39. Contacted Customer Service. They again indicated that they did not receive the prior fax of the Cancellation Closure Request. They requested that we fax the Cancellation Closure Request again to ***********. We faxed the Cancellation Closure Request along with the two previous fax transmission logs to the requested number on 2/**/2015 @ 1:34 PM CST. Our fax machine printed the log that indicated that the fax was transmitted. 3/**/2015: Received a bill from EVO for 30.00. Contacted Customer Service. They again indicated that they did not receive the prior fax of the Cancellation Closure Request. They requested that we fax the Cancellation Closure Request directly to the cancellation representative we were speaking with@ ***********. We faxed the Cancellation Closure Request along with the three previous fax transmission logs to the requested number on 3/**/2015 @ 10:06 AM CST. We remained on the phone with the representative until the fax was transmitted. At 10:10 AM CST the representative verbally acknowledged that the fax was received and our cancellation would be processed. We requested a credit of 122.78 for the previous three bills. 4/*/2015: Received a bill from EVO for 30.00. Did not contact customer service.

Desired Settlement: Cancellation of Service and Reimbursement of Automatic Debits for a total of $152.78.

Business Response:

In regards to referenced complaint, we have researched the issue and can confirm that the merchants account closure request was indeed received.  We apologize for the delay in processing the request and have refunded as requested $152.78. The merchant should see these funds in their bank account within 2 business days.   

 
*** **** was notified of this via phone on 04/***/2015 9:16 EST.

We trust this resolves the complaint.
Sincerely
****** ****
** ****** ********
EVO Payments International 


 

3/27/2015 Problems with Product/Service | Complaint Details Unavailable
2/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2013, I sent a letter via fax, to EVO merchant services. In this fax I indicated that I wanted my contract to end in August of 2014 when my contract ended. Since 8/**, I have been continued to be billed. I have the letter and fax confirmation that it was received.

Desired Settlement: I want all fees collected since August of 2014 refunded and my contract cancelled, with no termination fee.

Business Response:

In response to the BBB complaint, the merchant opened an account with EVO on 08/**/2011. The contract terms are 3 years which includes 1 year
successive renewals if EVO is not notified in writing within 90 days prior to the expiration date of the contract. The merchant never sent in a cancellation
request via email, mail, or fax to EVO.

We contacted the merchant upon receipt of this complaint and she was unaware of this BBB Complaint. The merchant stated that her sales rep* ***** *******, submitted the BBB Complaint.
The merchant also stated that she submitted the cancellation request to ***** rather then EVO. The merchant has been advised to send in a written cancellation letter and a
copy of the fax confirmation of the original request from Aug. 2013 to fax# (###-###-####) or email address (*********************************)
Once the requested documentation has been received then the account will be reviewed for any possible reimbursement of fees and the account will be closed.

Sincerely
****** **** ** ****** ******** *** ******** *************  

12/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: *** has constantly charged us fees which we were never told about, without our authorize. We cancelled our business with them and I asked them for return address of their credit card machine and was told I would have it sent to me, no email or regular mail was sent, hence was not told at that time it had to be returned in 10 days. While waiting for reply, the company charged our bank account $717.00, without even letting us know, we are a small business with not allot of cash flow, so ever dollar is accounted, almost bouncing checks on us. When I called *** to ask what it was for, they said credit card machine, I said I was waiting for a return address, the customer service lady, ***** was very rude and said well you only had 10 days and it is day 11, stating I never asked that, which I did. So I asked if I overnighted the machine, after asking again for the address, which I never got, they said it wasn't going to matter, it was company policy and they won't refund anything. I proceeded to tell her that I was waiting for the return address and why when we closed the account I was no told I had 10 days to return it, they never even sent out a confirmation on the account being closed. We have had fees for "***" charges, said they were required by *** of 99.00, no refund of that either, since we paid for the year. fees of $99 for "none compliance" ***, when I filled out everything I needed too, plus an extra fee of $19.99. I have contacted the bank with a dispute and I am sending the machine back overnight , as to not be charged. I closed the account out, not to have to deal with them and their fees and rude customer and technical support. the deposits were supposed to be next day, it took 2 or 3 days, the machine took 5 minutes to process a card, sometimes had to keep rebooting, and had called several times on that.

Desired Settlement: For the credit card machine price to be taken off and possibly the other so called fees, that we paid for the year on, like $99 for "***" fees. Have closed the account and put a hold on the $717.00 at bank.

Business Response: In response to the attached complaint, as an act of good faith, we have contacted the merchant and have been provided with the tracking information for
the shipment of the equipment.  And, although it has been over the time limit for the return of the terminal, a credit for $695 was issued on Dec ** 2014. 

We trust this resolves the issue.

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

 

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I decided to do an early termination of my credit card processing with this company. I faxed in the written request as I was told by customer service. At that time I also asked what was the policy for returning the equipment and I was told once the termination request was received I would be contacted and informed how to return the credit card machine. This request was approximately mid June 2014. I hadn't heard anything from EVO as of July *** 2014 however I did notice a bank withdrawal made by EVO in the amount of $895.00 pending payment on July *** 2014. I contacted EVO customer by phone on July *** and was informed that the charge was for early termination. That amount is $395.00 and additional $500.00 for not returning the equipment 10 days after my last credit card transaction. I informed the lady that I was waiting on instruction of the machine return, she replied that all that info was in the contract and I should have read it. These contracts are many pages long and a simple instruction on the equipment return would have helped. She said that since it had been months since my last transaction the fee applied. I asked her if that's the case why was I continually charged a monthly service fee in excess of $60.00 She really didn't have a good answer. I asked her if I could return the equipment and she said no "Its Yours"

Desired Settlement: Allow me to return the equipment and return the $500.00 fee. I understand the $395 early termination fee, not the equipment fee.

Business Response: In response to the attached complaint, we have reached out to the merchant on November **** to provide instructions for returning the equipment. Once we have the tracking number from the merchant and receipt of returned equipment we will issue a credit of $500 for the equipment.
 
Sincerely
****** **** ** ****** ******** *** ******** *************

11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I closed my business 3/**/14 I realized that ********/*** Merchant Services had been fraudulently charging me $46.90/mo 9/*/12-9/*/14. When I closed my business 3/**/14 I realized that ***** ***/*** Merchant Services had been fraudulently charging my business, ******** ******** in *******,**, $46.90/mo since 2012 (9/*/12-9/*/14). I didn't previously catch it as my company utilized two other merchant processors (one for online and one for in-store sales). As I'm sure you are well aware, merchant processing fees are not particularly transparent and it took us several months, after I closed, to sort through the charges and realize that there was a 'ghost processor' who had been fraudulently charging me. Once we realized it, it also took a day of phone calls to even discover that it was your company charging me! On my bank statements the charges came up as "**** Processing **** * *** [Account #]." The phone number listed was for "******** ****"!? I've been trying to get my refund since September and have spoken to numerous employees at *** Merchant Processing (Apparently they are responsible for processing ***** *** accounts?). Each employee I spoke with expressed that there "was something wrong with the account," and indicated that it was very fishy and there actually wasn't proof of the contract-or me signing it! Imagine that, since I never authorized it or signed a contract and-as you can obviously see-there was never even a single charge made on that account in two years! Each employee I spoke with said they would call me back and that they were taking care of the $1,172.50 + Bank Fees (Now $12/month since September just to keep my bank account open! I have not received one call back in three months, and I have not received one correspondence by email or by mail! I received a token refund of $93.80 for September and October-as if that would make me 'go away.' There still has been no proof presented to me of an investigation. There is no paper trail whatsoever, yet I was just informed by two employees that the case "was closed and no further refund will be issued." No explanation. No proof. No correspondence. I will not go away. I'm filing a fraud investigation with ***** Bank and this complaint with the BBB. I was originally very willing to work with you. I have been exceedingly polite and patient. Now, due to your abysmal customer service, your ingenuous attitudes and outright rudeness over a situation that warrants your attention and concern-I'm even more determined than ever! I expect a written response including all proof of correspondence, proof of the contract, proof of my signature with dates, times and locations and the name of your sales associate who set up the account and verified the information you have.

Desired Settlement: I expect to be reimbursed in full for all charges made to my bank account from this business. I was charged $46.90/month from 9/*/12 - 9/*/14 (25 x $46.90) less the $93.80 I was reimbursed on 9/**/14. In addition, I expect to be reimbursed for the Bank Fees charged since September (3 x $12/month) for keeping my bank account open so that this company could issue my reimbursement. As of today, 11/*/14 the total owed to me is $1,114.70.

Business Response: This complaint was forwarded to our ******** division in ******** ***** and response is below.
 
 


The merchant entered into an agreement with us on 04/**/2011. We have a signed contract on file with signature. We take identity theft very serious and if merchant is stating this
is not her  digital signature we will take action.   If this is identity theft  then we will require the merchant to sign and an affidavit stating  this.  I encourage the merchant to call our
Loss Prevention team to begin this process. The phone number is ###-###-####. Once the affidavit is signed and in  the hands of the authorities  we will issue a credit for the fees
incurred.   If this was not Identity theft the merchant is responsible for the monthly fees on this account. We have no record of the merchant calling in or sending us a term form prior to
09/**/2014.   We received the term form on 09/** and issued a credit of 2 months fees in goodwill.  IF the merchant can provide proof of call or term form sent prior to this date we will
consider a refund but please note the signed agreement indicates the merchant needs to notify us within 30 days of  noticing the error and the merchant is responsible to review bank
statement and merchant statements monthly. 

****** *****
**** *********, ******** ******* ******** 
********

*** ********** *** | ********, ** *****

t: ###-###-#### | tf: ###-###-#### | f: ###-###-####



 























****** ***** | **** *********, ******** ******* ********  

*** ********** *** | ********* ** *****

t: ###-###-#### | tf: ###-###-#### | f: ###-###-####

******************* | ****************



 























****** ***** | **** *********, ******** ******* ********  

*** ********** *** | ********* ** *****

t: ###-###-#### | tf: ###-###-#### | f: ###-###-####

******************* | ****************

Consumer Response: Better Business Bureau:

I've reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me as long as they follow through on their promises. I'm still angry that it took this long and required me filing a complaint with the BBB—for them to take this matter seriously. 

I've told them, since the first day I discovered these fraudulent charges, that I never authorized this account! As well, given the fact that Merchant Accounts are in no way transparent and it took me a significant amount of effort to even track down their company as the originator of these charges—it is not so strange (given that I had two other valid merchant service providers) that I did not notice these charges until I closed my business and closed those other two accounts.
As long as they follow through on their assurance to respond to this as identity theft, my signed affidavit and refund me then the matter has been resolved.
Lastly, I reviewed the documents they emailed (finally) and the electronic signatures on the document they sent me are not mine. While someone obviously was trying to copy my signature, I'm left handed and couldn't sign that way if I tried.
I contacted their loss prevention department as instructed and am still waiting for the affidavit to sign. As of now, I still have not received it.

Sincerely,

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



 

11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in a contract with EVO Merchants for my credit card processing. Another company called and offered a better rate, I accepted. I signed a contract with EVO in February 2014. I was informed by the new company that when they called on my behalf to start the cancellation process that there was an early termination fee of $395.00. I was ok with that and chose to move forward with switching to the new company. It has been 16 days since the switch, on the *** of November I opened my bank statement online and saw a charge of over $1,700.00 from EVO Merchants, upon investigation I was told that I signed a contract that stated if I did not return their equipment within 10 days I would be charged an additional $695.00. While I understand I signed the paper I think it is bad business practice to tell the customer leaving all the information they need to know but leave out the part about doing it in a certain time frame. The last company I was with before EVO sent me a shipping label to return this equipment. I plan on sending it back still unless they are going to keep my money. I called after I saw the charge and spoke to a customer service representative who was no help and told me I can keep the equipment because it was mine now, then Thursday the *** of November to speak to a supervisor and the supervisor told me they would wave all the fees if I came back to them as a customer (not happening). The very least that I would like to happen in the future is for EVO Merchant services to send a reminder E-mail because when someone has a small business with day to day transactions remembering something they signed almost a year ago is very difficult, and this whole thing seems like a scam. I wonder how many people every year they make money from doing this to?

Desired Settlement: I would like my money returned in exchange for the equipment. In the very least I would like them to change their policy so they can not scam future businesses!

Business Response: This is in response to the complaint from ******* *** * ***** regarding equipment charges resulting from the cancellation of their merchant account with EVO. 

We received notice on ** October to close the merchant account.  The merchant was charged an early termination fee of $395 and equipment charge of $695 on ** October. 
The equipment was charged in accordance with the signed Terminal Placement Agreement whereby the equipment is to be returned in good working order within 10 days of
their last transaction.  This was not done.  The merchant is still in possession of the terminal.  The merchant did not speak to EVO Customer Service directly. The new processor
called EVO on the merchant’s behalf to start the cancellation process. This was confirmed in the merchant’s complaint.

Merchants are specifically instructed of the cancellation procedures when they call which would include equipment charges. It appears that since the new processor called on behalf
the merchant to cancel, this information was not relayed back to the merchant.

The equipment now belongs to the merchant in accordance with the agreement, copy attached.  The account is closed and no refunds for equipment will be made. We regret losing
the merchants business and sorry that we cannot accomodate their request.



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

Customer Service

11/18/2014 Problems with Product/Service | Complaint Details Unavailable
11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Beginning in September 2012, we agreed to switch our credit card processing from ********* ******* ******* to Evo Merchant Services for an estimated $1,500 annual reduction in fees. This agreement was contingent upon Evo providing specific reporting that is crucial to our end of day process. Being repeatedly assured that Evo could and would provide Tip Discount Reporting we were convinced to begin utilizing their services. Three and 1/2 months have passed and there is still no tip discount report available from EVO (even though they were kind enough to charge an arbitrary $99 reporting fee undisclosed in original agreement). Further analysis shows that Evo has not reduced our fees by $1500 but in fact has increased our monthly costs in excess of $200 by surcharging regulated debit transactions. This hidden fee increased our effective costs by about .30% above what ********* was charging us!

Desired Settlement: Requesting that Evo close Cav account immediately with no early termination or penalty. Please refund surcharges to regulated debit (at least $600) and refund undisclosed $99 reporting fee. Send call tags for equipment to be returned.

Business Response: This account was closed in May 2013 and no early closure fee or equipment fee was billed to the merchant.  In addition a credit was issued to the merchants bank account on file in May 2013  for $129.52 for fees questioned by the merchant. All other fees previously billed remain a valid obligation.

We trust this resolves the complaint.

Sincerely
****** **** ** ****** ********   *** ******** ************* 

11/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Three years ago i sign up with Evo merchant Service for credit card processing. after using them for 1.5 year, processing fees and charges was keep going up every months so i decided to cancel service. few months later of cancelation they put $280 early termination on my credit file as debt colletion. i called them multiple time try to get answer but they keep transefring me to different department and put me on hold for 30 minute or more, finally they connect me to ***** ********** ******. i was talking to ***** and send her all information i have (contract ect..) she told me she have differnt contract then what i signed. so i told her to email me that contract and find out they add 2 more pages to contract had fine prints of 3 years agreement on it. Evo Merchant Service hiring employees to do fake contract to sign up new customers. hopefully they stop messing with peoples credit and do business with honesty..

Desired Settlement: Please send me email if any information need. thanks

Business Response:

In reference to the BBB complaint below, according to the terms and conditions of the contract, an early closure fee does apply if the account is closed before the initial 3 year term. However, in revieweing the information it does appear there was a miscommunication between the merchant and the independent sales agent who submitted the contract. Therefore we will honor the merchant’s request by cancelling out the debt and removing it from their credit report.  The collection agency has been advised accordingly.

 

We value our customers and we hope that this is a satisfactory resolution.

 

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

 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

10/23/2014 Billing/Collection Issues | Complaint Details Unavailable
10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opend my compay about Febuary * of 2012. A customer representative, by the name of *****, (I can not recall his last name but I can find it if needed) Came to my location of my store to sell me the harbourtouch merchant services. He never said anthing about the EVO merchant services ont once. I had my bank account linked to this account , this way I wouldnt for get to pay them, the funds would automaticly be paid. The city stated contruction right in front of my buisiness. My store started losing business. This made me look closer at my income . I noticed payments going out every month from Harbor touch merchant services and Evo merchant services. I was lost for words, I have a new business, and its begin bleed out. I contacted the customer service at Evo to let them know my fustration. They couldnt come up with a soulotion for me. They asked me to fax over a copy of my I.D along with My signature 5 times on paper. After they reviewed it they, said I have begin using the company for all this time and have not said anything until now. I'm a new business owner they where threatening me. Telling Me they were going to sue me, didnt know my options. I spoke with everyone they connected me to ,told them the problem No one tried to help. I had to close down my accounts and start over, so they could not take out funds out of my account. I had to close my business and relocate because of the construction. On one had assess to my store . Till this day they have no answers for me. I NEED HELP . They used and abused me.

Desired Settlement: I dont really care to much for a refund even though it would be nice. They have this against my credit. My credit means more to me than anything else. With credit you dont need money. If i could get a refund back that would be perfect. I want this to be removed from my credit report . they used and abused me.

Business Response: We have researched the attached complaint. The merchant entered into a 3 year contract with an annual successive renewal clause on June ** 2012 for credit card processing. There was   
processing activity with EVO from July 2012 through January 2013.

In February 2013 the merchant stopped processing but did not alert EVO to any issues until August 2013. In August, the merchant contacted EVO and advised the account was not hers, at which time she was advised to contact her sales representative for clarification of which processor he set her up with.  We have a signed contract on file, along with a confirmation bank letter and equipment  leasing agreement for her terminal (with MBF Leasing).


We spoke with the merchant in an attempt to clarify her account with EVO. The merchant’s account is in 3rd party Collections for the amount of $376.00.  We have waived $126.00 which includes her August, September and reject
fees as a courtesy.  However, the merchant is still obligated to the early closure fee of $250.00 which she was advised of.  Once she arranges payment for the early closure fee, any negative credit reporting can be cleared. She can arrange payment by contacting ***** ******* at ###-###-#### ex ****.  Once payment is confirmed through the collection agency she can contact EVO back to clear her credit report. She can do this by contacting **** ********** at ###-###-####, or our collection department directly.

Sincerely
****** **** ** ****** ******** *** ******** ************* 

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased an updated credit card terminal from Evo that accepts food stamps, after a few weeks I got a customer with an ebt card , and it was not working, I called for 30 mins and the consumer was getting upset, The issue was never resolves and I had to take a loss on the sale because thew machine malfunction. **** They told me they were having technacal problems and i would not be refunded cause it was my fault for not making the customer wait. Disgusting service

Desired Settlement: I would like the sale that I lost to me reimbursed and the machine to function properly

Business Response: In response to the complaint, our technical support department has been working to get the merchant’s issue with his
terminal resolved.  At this time his terminal is now accepting EBT. Regarding the EBT sale that would not process, the merchant
was advised that they should accept another form of payment if the card was not accepted by the terminal. However, as a courtesy, a credit of 9.00
has been issued to reimburse the merchant for the transaction.

We trust this resolves this issue. 

Sincerely
****** **** ** ****** ******** *** ******** ************* 

9/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a customer of EVO Merchant Services beginning in 2007. Really never had any problems, the online system worked perfectly for me. In early 2014 I decided to change service providers in order to streamline everything with my current bank, Wells Fargo. I sent a cancellation request form to eProcessing Network and their form stated the account would not be canceled until I notified my bank, Wells Fargo. So I promptly notified Wells Fargo of the change I was making - & they wanted my new merchant business so I know they handled it quickly, since 1 account has to be closed out before another can be opened to process CC's. Unbeknownst to me, EVO continued to charge my bank account monthly fees, which varied from $6.95 to $15 to $39.50. The account should have been closed by the end of January, but on their end it has remained open accruing a total of $105.35 as of today's date, 8/**/14. I contacted EVO yesterday, 8/**, and they confirmed my account was indeed still open with them. I informed them it should have been canceled; customer service informed me (quite rudely by the way) that I needed to fax a letter stating I wanted to cancel, and another letter stating I wanted a refund. Which, honestly - $105 is quite a drop in the bucket for this company that I have made a LOT of $ over 7+ years! BTW - I read another very recent complaint on here where someone was trying to cancel, and Customer Service told them they had to complete a Cancellation Form. Interesting - I wasn't told that. So now I wonder if that will come up in order to keep my account open. We'll see. So I called this morning to confirm they received my fax. Was told yes, they did and my account would be closed "by the end of this month". We'll see if they actually do that. I was also informed my refund request was denied. No surprise there. I know this industry well, as I worked over 4 years in Sales for one of the 3 major credit reporting agencies -- and trust me when I say -- this industry is considered to be the LOWEST, dirtiest level of sales anywhere. It's unfortunate, since it doesn't have to be that way. But do not assume any tenure like mine (7 years) with one of these companies will earn any type of loyalty to customers in order to make things right. They simply do not care. Anyone looking to sign up with this company....beware. The only CC processor I can recommend is Wells Fargo - who is quite fair in pricing & ALL FEES are transparent....they do not hide anything. And they care about your business, especially if you bank with them. I can't see this situation happening with them at all. I learned my lesson. SO - IN A NUTSHELL - THIS BECAME A NON WORKING MERCHANT ACCOUNT IN JANUARY 2014 BUT I CONTINUED TO BE CHARGED FEES AS IF IT WERE A WORKING ACCOUNT. ***** ***** *nd eProcessing Network can provide data to show there was no way to even use this account the past 7 months.

Desired Settlement: I would like them to honor the cancellation of my merchant account immediately - or show on their records it was closed as of Feb *, 2014. I would like a refund of $105.35 for fees they charged on a non-working account, plus any fees charged beyond 8/**/14 while this dispute is in process. EVO can see on their end when I last processed a credit card, when the account was fully operational. Please do the right thing for a customer who was quite happy with your services for 7 years.

Business Response: Thank you for contacting us regarding this complaint.  After reviewing the account we
can advise the merchant was originally declined the request for a refund.

The reason the refund of fees was declined was because EVO Payments International was not contacted to
cancel the account. As specified in the terms and conditions of the merchants contract,
EVO must receive a signed letter requesting cancellation of account.   

There is no indication that the merchant contacted EVO regarding cancellation until August
**, 2014.  Merchant was advised of the cancellation procedure and that the account would be closed at the
end of the month once the request has been received.  The merchant’s account was closed at the end of the
month with no monthly fees billed.   Upon further discussion with the merchant, we have issued a partial credit
of $69.50 to her account for three months of fees as a courtesy adjustment.  

 Sincerely
****** **** ** ****** ******** *** ******** *************

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: EVO, INITIALLY, PROMISED US THAT WE WERE NOT IN A CONTRACT. THEY HAD US SIGN AN APPLICATION WHICH DID NOT STATE THAT WE WERE IN ANY KIND OF LONG TERM CONTRACT. THE APPLICATION STATED WE WERE AGREEING TO THE TERMS AND CONDITIONS WHICH WE UNDERSTOOD TO BE INCLUDED ALL ON THE SAME PAGE. WHEN WE TERMINATED WE WERE TOLD THAT WE WERE IN A 3 YEAR CONTRACT AND WE WERE BEING CHARGED $395 EARLY TERMINATION FEE. WE THEN FIND OUT THAT THE TERMS AND CONDITIONS ARE A SEPARATE 3 PAGE AGREEMENT WHICH WAS NOT INCLUDED. WE NEVER SIGNED THE TERMS AND CONDITIONS SO WE HAD NO IDEA WE WERE IN A CONTRACT. APPARENTLY WE WERE SUPPOSED TO ASK FOR IT. WE REPEAT, WE THOUGHT THAT TERMS AND CONDITIONS WERE WHAT WAS WRITTEN ON THE APPLICATION IN EXTREMELY SMALL PRINT SO WHY WOULD WE ASK FOR IT! IN ADDITION, WHEN I CALLED TO ASK HOW TO RETURN THE EQUIPMENT, ABOUT 9 DAYS AFTER THE LAST TRANSACTION, THEY SAID THEY WOULD SEND ME THE INSTRUCTIONS. WHEN I NEVER RECEIVED ANY INSTRUCTIONS, I CALLED AND WAS TOLD THAT I HAD TO RETURN IT WITHIN 10 DAYS. SINCE THE 10 DAYS HAD PASSED I AM NOW BEING CHARGED $120. BUYER BEWARE! YOU ARE IN A CONTRACT.

Desired Settlement: I WOULD LIKE TO RETURN THE EQUIPMENT AND HAVE THE $515.00 REFUNDED.

Business Response: In response to the BBB Complaint from ******* * ***** ***, it appears there was a misunderstanding of the contract and terms and conditions. In good faith, we are crediting the full amount of the cancellation fee and equipment charge of $515.00. The merchant should see the credit in their bank account within 2 business days.

We regret any misunderstanding and trust this resolves the issue.
Sincerely,

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

8/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company has been taken money out of my White Cloud Antique Account since January, 2014 of $350.00 for the Mini Market account that was sold in May of 2013. Their representative (*****) closed the account at the end of May 2013. EVO claim the account was never closed. I was with their representative *****) when he faxed the information. They want me to come up with proof that it was faxed, but even if I ever find their representative *****) it won't help, because the representative, I talked to today said he may have faxed it to the wrong place (can't win). The new owner signed up on that same day with their representative (*****) to continue EVO's services. EVO claims the account was never closed and had me email a letter last week 7/**/14 to close the account. I tried to contact their representative (*****) for the last 3 month, but the phone number they gave me is not correct. It just rings and rings. I called EVO 4 times now and was told they would work on getting my money back, but today when I called, she said the Mini Market account was closed now and they will only refund me $22.50. What I don't understand these charges started coming out January *, 2014. If the Mini Market account was not closed, I should have had charges since last June of 2013? Also they had no right to take the money out of the White Cloud Antique account???

Desired Settlement: I would like my money back that had to do with the Mini Market, because I never authorized for them to take the money out of the White Cloud Antique account and I know that the representative (*****) closed the Mini Market Account. Somehow that account was re-opened in January of 1014.

Business Response: In reference to the BBB response below the merchant has 90 days to dispute any billing errors from the time that the error was noticed per the
terms and conditions of their contract. Since we are just receiving this notice we will settle this matter by issuing the merchant credit for the  monthly
fees that occurred over the past 90 days. The total of the credit will be in the amount of $105.50.

Since the bank account for the Mini Market is closed we will credit the funds to the White Cloud Antique bank account which is also part of the terms and conditions of the merchant’s contract. The merchant should see these funds in their account within the next 2 business days.

White Cloud Antique was the new contract that this merchant submitted in May of 2013 due to a change of Legal Name, same owner. The cancellation letter for the Mini Market
was not received until July **, 2014. The account was closed without an early closure fee on July **, 2014. We do not have any record of receiving the closure request prior
to July **, 2014. We value our customers and we hope that this is a satisfactory resolution.

Sincerely
******** ***** ***** ******* *** ******** *************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 They owe me the whole amount starting Jan. *, 2014.  The account was closed by ***** ******** Merchant services representative. The account was signed over to the new owner of the Mini Market. I did not have any equipment in that store as of 6-**-13, the day he closed the account by phone. I did not know that Merchant solution took out money for the Mini Market account, until about a two month ago when I called to complain about the charges. The statement does not show the Mini Market. The equipment for the Mini Market was send back to Lease Finance Group on 7/*/13 and I issued a check to Lease Finance Group for the payoff of the lease. Attached is the letter that was faxed to Lease Finance Group on 6-**-13.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 *

Business Response: In reference to the BBB Rebuttal, the merchant only notified her sales rep of her request to cancel.  EVO Payments was not notified in writing 90 days prior to
cancellation per the terms and conditions of the contract.  In addition the leasing is a separate agreement from the credit card processing agreement.  

 
As a concession we will reconsider and issue a credit from January to April 2014 in monthly fees which totals $188.00. This credit should reflect in the merchants checking account on file within 48 hours.  We value our
customers and we hope that this is a final satisfactory resolution.
Sincerely
****** **** ** ****** ******** *** ******** ************* 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Evolution Bankcard called and solicited my credit card processing business on the telephone. ******* ********** was my contact. He told me there were no charges except for the low rate .0275. I was emailed the contract and I called back to ask about the rates quoted on it..."I took care of all that."...so I signed and sent it back. My bank account was charged a minimum $24.95 each month including April, interesting as I signed the contract 4/**/14 and did not receive the card swipe until 2 weeks later in May. I called many times to complain. I asked to speak to a ********** the second time I called and the person told me he had cleared everything we had discussed with his **********. The next time I called, a week later for the same complaint I was told there were no account notes on my account. I cancelled my account the middle of July and was charged $54.86 for which I had no activity in July, when I called and asked about that charge I was told Visa, Master Card and Discover charged a cancellation fee. I am tired of being lied to and money being deducted from my bank account. I was told I would receive my statements by mail..I got (1) only, when I asked about that today 8/**/14 I was told they were available on line, this was after I requested paper statements.

Desired Settlement: Make sure this account is close for good. I don't believe anything they tell me.I'd be happy to get a refund for the April service fee $24.95 because I signed their contract the **** of April and was not able to use the card swipe until the middle of May.

Business Response: We have forwarded the complaint to Commerce Payment Systems and the response is below.
Sincerely
****** **** ** ****** ******** *** ******** *************



In response to this complaint. First on behalf of Evolution Bankcard I would like to apologize for the inconvenience this has caused you. 


After speaking with *** *****, I explained in detail on why his bank account was charged and also apologized for the inconvenience. All rates
and fees were charged as per contract. 

As courtesy a full refund has been issued for the dispute amount of $24.95. This refund will post back to your bank account within 48-72
hours to the bank account we have on file. Please be advise that your merchant account has been officially closed.

Evolution Bank Card values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if
it does not please feel free to email me at ***************************, or you can call me directly at ###-###-#### and ask for me by name. 

 
Thank you

 

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I fail to see the response regarding the way the whole situation was handled.  What is the business going to do about the lies told to me over and over again.  On subsequent calls I was told there were no Notes on my call log, why.  When I'm told "this has all been cleared with my **********"  that is exactly what I expected as was the case when I called after my account was charged $24.95 (less some tiny amount if I used the service) monthly fee for 4 months.  I agreed to the statement fee of $4.95 the credit card % processing fee ie .0275% and that was all, that never happened.

I honestly didn't expect BBB to be so efficient on this matter, Thank you so very much.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ** ***




 

Business Response: This has been forwarded to Commerce Payment Systems and their response is below.
Thank you
****** **** ** ****** ******** *** ******** *************



I contacted ****** *****, we both concluded that there were a tremendous amount of misunderstanding and miscommunication.
The fees were charged as per contract but she was under the impression that the month end fees were to bee waived but I
explained that they are listed in the contract. 

In effort to put this issue aside, another refund of $54.00 which should post within 24-48 hours.  

Evolution Bank Card values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not
please feel free to email me at ***************************, or you can call me directly at
###-###-#### and ask for me by name.

Thank you

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

     

Consumer Response: 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 and the matter has been resolved.

Sincerely,

****** ** ***



 ***** and I discussed at length all the misrepresentations presented to me before and during my attempt to do business with this company.  I think he finally got the whole truth and understands the need to address this type of strong arm sales, you can't say one thing and do another and charge for it.

Thank you BBB in your timely action taken with my complaint. ****** *****

8/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have called this company multiple times to cancel service. I sent back the mobile swiper like they as me to with the necessary paperwork. They have mischarged my card multiple times resulting in hundreds of dollars and over draft fees that they have not refunded. This place is a scam. I called to make sure they received all of my paperwork and that all of my accounts were closed and the guy on the phone said yes. Clearly, he lied. I will NEVER EVER recommend this company to anyone. As a matter of fact I will do my best to make sure they don't screw over another customer ever again. I am now going to have to miss work on a new job to shut down my business account so that they can not mischarge me anymore. Business owners/consumers beware! The customer service is horrible, they are impolite and they LIE LIE LIE. Do not waste your time. I am so upset I do not trust any merchant card service companies that call because I am afraid I will go through the same thing all over again. I cannot stress how inefficient and inept these people are. I have an illness and my blood pressure is so high behind these people. If I get sick again as a result of stress I am going to sue this company. I cannot believe how ridiculous these people are. AWFUL AWFUL AWFUL people!

Desired Settlement: I want a refund of all of my money and overdraft fees.

Business Response: The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered
with Visa and MasterCard.   

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC
(“Commerce”).  Commerce is a separate corporate entity from EVO. Commerce is the first line of contact with its merchants and manages the business relationship with its merchants.  EVO merely processes credit card transactions.  We respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce.  If you have any other questions, please feel free to contact me. I have forwarded the complaint to Commerce and have included their response below.

Sincerely
****** **** ** ****** ******** *** ******** ************l


In response to this complaint. First on behalf of Evolution Bankcard I would like to apologize for the inconvenience this has caused you. After Speaking with **** *****, I explained in detail on why her bank account was charged and also apologized for the customer service she received.  As a courtesy a full refund has been issued for $104.95 and $54.95. This refund includes fees that have been charged from Evolution  and the overdraft fees that have been charged to the bank account due to the withdraws that were made by Evolution Bankcard. 
 

This refund will post back to your bank account within 48-72 hours to the bank account we have on file. Both of your merchant accounts have been officially closed.  

Evolution Bank Card values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ***************************,
or you can call me directly at ###-###-#### and ask for me by name. 
 

Thank you 
  ***** ******

 


8/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I own ******* ******** ***** a online retail business and we use authorize.net gateway with e-dataonline to collect credit card purchases. In March of 2014 we received fraudulent transactions in the amount of 345.18, 400.67, and 339.48. Two credit card charges from ****** ***** ***** and one from T** ******** *** ******* ** *** **** ** *******. We were not aware of the fraudulent transactions until April when we noticed the money had been taken from our business account. My husband called e-data online and they told us what happened and that the paperwork would be sent to us. My husband appealed the first charge and sent in paperwork, however we had not received any notice from e-dataonline and had assumed because we had not been notified and the money was NOT credited to our account we had lost the money. That being said all charges were taken out of our account , we were not happy, but the issue was done. However, on July *** 2014 I received a notice of insufficient fund in our business account, the first time ever, so I contacted my bank and was advised Deutshe bank tried to take the 345.18 from our account( bank that owns EVO and e-dataonline) for the chargeback AGAIN! So I called the bank and they gave me the EVO number because they handle credit cards for the company chargebacks. I called and spoke to the nastiest customer service representative ever. She said we had won the appeal and the 345.18 had been credited to our account and they were collecting again because the customer had countered. I informed her this was the first I was told we were credited the amount and that this credit was NEVER given to us. She proceeded to inform me not to yell at her and then hung up. This type of customer service continued with the second a third rep I spoke to at their company gettinng different information regarding this transaction from each person. Next day I contacted e-onlinedata left them a message and they called me back. First guy had no idea why they tried to collect again and transfered me to another person who informed me they didn't know either. I questioned this representative about the billing reserve, what it was and how it works. He informed me we had a 10 percent reserve that had 202.00 in it and these funds are used as a buffer for chargebacks. He apologized for not being able to give me more information, but said his access to information was limited, he said he would tranfer me to someone in that department. He transfers me to a guy at EVO, I explain to him the transaction, and he informs me we were suppose to have gotten credited the amount but our bank rejected it. This makes no sense they deposit and take funds out of this account!! He said we were owed the money and he would transfer me to loss prevention. Loss prevention NEVER ANSWERED the phone I was on hold35 mins before ending call! Next day I call again and this time I am told the credit was placed in the reserve account. I asked if the credit was placed in this SO CALLED reserve account, how come there is only 202.00 in it? she said money was taken out of the reserve account because a transaction didn't go through my bank. I asked when this supposedly happened and she said May **,2014....my bank statement disproves this we had plenty in the bank at that time and nothing would have had a problem processing! I asked if the money (345.18) was credited to the reserve account, Where is it? and Why would the money not had been taken back from there? Well she sends me to loss prevention that should be able to help me, they are too busy to speak so she tells me to call them back and gives me the extention #. I call back and the Lady says she does not have time to answer my questions, she didn't have my paperwork, had other customers to address and she would send me an email , but would not answer questions until I got this email. The email was a link to the online portal listing my transaction, information I had already looked over several times! Before the day was over another loss prevention person called me and informed me my account was frozen and if I wanted it fixed I would have to send her my bank account balance. She also said she would email me information about my transactions. The first lady in loss prevntion confirmed my email incorrectly, so I'm not sure how many private emails this address was sent, it was not my husband or I. She also asked how to spell my name (first name after I corrected her and told her my email address was my first and last name. After this incident I pulled all our statements from authorize.net, EVO/E-dataonline and all of my personal banking statements and found many mistakes! The month of April EVO/E-data online was suppose to deposit our account 124.32 for sells and did NOT. In May our account was suppose to be charged 37.70 and we were billed 113.04, and in June we were deposited 260.15 it was suppose to be 289.06. Some percentages charged are not correct. No one can explain these statement errors and I have never dealt with so many rude and clueless customer reps in my life. I believe our personal finance information has been sent to the WRONG email address they had on file. I do not trust these two companies with my money or personal information.

Desired Settlement: I would like my 3 year contract with EVO/e-onlinedata terminated and all termination fees waved. I would like my 29.00 insufficient fund charge reimbursed to my bank and any money that belongs to our company in the reserve or elsewhere returned.

Business Response: In reference to the BBB complaint, the account is being credited $29 to reimburse for the NSF fee,  and the account closed without an early closure fee.  The 10% reserve will
be removed and $202.00 will be released. The $29.00 credit will be reflected in their bank account by 08/**/14 and the $202.00 reserve will be reflected in
their bank account by 08/**/14. We apologize for the inconvenience and our sincerest apologies go out to our valued merchant. We regret losing you as a
customer. Should you reconsider doing business with us in the future, we would welcome the opportunity.

Sincerely
****** **** ** ****** ******** *** ******** *************

Consumer Response: 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 and the matter has been resolved. However, this company should invest in better customer service reps that are up front with fees related to the services, the reserve account and be able to provide the customer with detailed information in regards to issues they may have with their accounts and in a friendly manner. I think it was very unfortunate that I had to file a complaint when all this could have been settled with one of the 12 or so reps I spoke to.

Sincerely,

***** ******



 

8/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2014 I was checking online for a credit card processing company for my business. I found EVO Merchant Services and thought I would check them out. They sounded really great online! I filled out the online information to see if this company was right for our business. Sometime around the end of January I get a credit card machine. Well I send the machine back to them with a letter stating that I had chosen another company with better rates and would not be needing their services after all. In April they debited $118.95 from my bank account, in May the debit was $19.95 and in June it was $79.90. These fees were taken even though I had never swiped a card on a machine that I didn't even have. I called them to ask why and how they could debit money from my account when I had returned the machine with a letter explaining that I would not be using their services. Their answer was that I had not requested a formal account closing form and that it was in their rights to charge a non-swipe fee and that was the fees deducted from my bank account. I asked for a refund of those fees due to the fact that I didn't have a machine to swipe any cards if I did want their services. My request was denied!!! They told me on the phone that the account was closed June **** and that they would no longer deduct any fees from my account....we will see!

Desired Settlement: All I would like is to be refunded the $218. Make sure the account is closed and to never hear from this company again. They made it extremely clear that they would not refund me!!!

Business Response: EVO contracts with independent sales organizations (“ISOs”) across the country to market its services. One of the ISOs that EVO contracted with to market its services is Commerce Payment Group,
LLC (“Commerce”).

Commerce is a separate corporate entity from EVO. Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants. Commerce is the first line of contact with its
merchants and manages the business relationship with its merchants. EVO merely processes credit card transactions. Based upon this information, we respectfully request that this complaint be removed
from complaints against EVO, and properly addressed to commerce. I have forwarded the complaint to them and have provided their response below.

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



In response to this complaint First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you. After carefully reviewing your merchant account, all rates
and fees have been charged as per contract. There is no record of a cancellation notice received, the merchant must contact customer services and fill out the cancellation letter
and follow the cancellation procedure. It is the merchants’ responsibility to close the accounts accordantly. Nonetheless a refund has been issued a courtesy totaling the dispute amount of $218.00; this
should post to your bank account within 24-48 hours.

 
Please be advised that your merchant account has been closed.

 Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at
********************************, or you can call me directly at ###-###-#### and ask for me by name. 
 

Thank you 
 

***** ******

7/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 6/*/14 I signed up with this company on a 90 day free trial (wasn't on an inter-change plan). I was told there was no monthly minimum, statement fees, and so forth (all jargon included). I received some swipers with them because they advised me to open up 2 accounts for the services my business provided. The swipers didn't work with my phone (turns out Verifone is mostly for Apple products). So, they sent me another swiper. Upon calling and asking if I could receive a current tracking number for the new device being shipped (because they shipped the new swiper under the older tracking number, so every time I would check it would say already delivered) I learned I wouldn't be able to process any payments because they wanted a copy of my business phone bill. I have an IP business number, so there is no bill associated with it. They told me I couldn't process any transaction, and that my personal cell phone bill would work just fine. My personal cell phone in no way, shape, or form has anything to do with my business. I didn't give them my bill and canceled the service 7/*/14. 7/*/14 I find out from my bank that my account has been charged two $15 payments for monthly minimums. My so-called sales rep ******, lied to me about everything he was doing for my case. Lied to me constantly about getting back to me concerning my phone bill. Would lie and say he would call me before the day's end, and never did. I believe he did nothing, and even said it would be silly to lose an account over the need of a phone bill. To me, this is just an attack on my business. They wanted my phone bill, which I didn't give them. Lied to by the sales rep about anything he was doing for my case (in my opinion). I never ended up using the service in 3 weeks because I couldn't process any payments to my bank account. I'm a new started business in IL. I didn't have a bunch of money in my account because I don't have the customer base yet. Because of the charges I am now negative $24 in debt. I will never, EVER, support this business again. And I will be sure to spread the word about the practices of said ****** (sales rep) and Evolution BankCard/Evo Merchant Services Inc.

Desired Settlement: I want my $30 back. Charged $15 for each account I had. I just want the money back. If this can be resolved, then maybe I'll change my attitude.

Business Response: The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered
with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company.  EVO contracts with independent sales organizations
(“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”) DBA Evolution BankCard.  Commerce is a separate corporate entity from EVO. Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants.  Commerce is the first line of contact with its merchants and manages the business relationship with its
merchants.  EVO merely processes credit card transactions.  Accordingly, if a merchant complains of a misrepresentation, etc. that complaint is properly addressed by Commerce, because it is Commerce’s sales person who had to contact with the merchant.  In fact, the Merchant Agreement specifically states that merchants cannot hold EVO responsible for representations made by ISOs. EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO,not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce.  However, we have contacted them and below is the response.
Sincerely
****** **** ** ****** ******** *** ******* ************l


First on behalf of Evolution Bankcard I would like to apologize for the inconvenience this has caused you. After carefully reviewing your merchant account, all rates and fees have been charged as per contract. In effort to put this issue aside, a full refund has been issued for the dispute amount of $30.00 Please expect refund to post to the bank account we have on file within 48-72 hours. Evolution Bankcard has made an executive decision to
terminate both of your merchant account due to the misunderstanding on the merchants end on what and how fees are to be charged also in effort to avoid any future filed complaints. Evolution Bankcard values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ***************************, or you can call me directly at ###-###-#### and ask for me by name. 

 Thank you

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


Consumer Response: 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 and the matter has been resolved. 

Sincerely,

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



 

7/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are contacted by *****, a representative from evolution bankcard, who often us credit card processing at rates that would be one quarter of 1%.When we asked him point-blank that the charge and be example $.25 on a $100 charge his reply was "yes".We specifically asked if there would be any additional charges as replies was no. He also said there's normally a $4.95 monthly fee but they would waive that.Once again we specifically asked are there any other charges associated with this in the response was no.We are seasonal business and only have charges during the months of January February March and early April. By mid-March for received our February bank statement we noticed that the charges were ranging in the area of 8 1/2%.We immediately contacted this service provider was told they would contact us with some restitution. No refunds were credited. When we called again recently they informed us that they made reductions to our rates that were effective April.We once again explained to them that we're seasonal and majority of our charges had a ready past. We expected I Redrac it reduction in our rate back to our initial charge which was January ** and did not post on our account until February *I recently spoke to Spoke to **** , In the organizations customer service department, on May **.She informed me that based on our previous call our rates were reduced effective April *, 2014.I explain the rates were supposed to be lower from the beginning of time.She resubmitted the request to lower our percentage fee and variants fee to Decimal .25% and decimal .13%.Also submitted a request to eliminate the $4.95 statement fee and the $99 annual fee**** said we should expect to hear from a manager within 48 to 72 hours.If not we should recontact her at the following phone number###-###-####, press option one for her department and request her.

Desired Settlement: As of June * we had not heard from anybody and once again contacted the organization.When we ask for **** based on the phone number provided in our earlier conversation we were told no **** worked there.We're informed by **** another representative that they credited us $99 (but have not yet verified that our bank statement) but we're not giving us credit for the excessive charges that we had requested. We request a net refund of $500.00 (including the $99 referred to above).

Business Response: EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”). 
Commerce is a separate corporate entity from EVO. Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants.  Commerce is the first line of contact with its merchants and
manages the business relationship with its merchants.  EVO merely processes credit card transactions.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to commerce.  I have forwarded the complaint to them and have provided their response below.
Thank you for your consideration.

Sincerely
****** ****
** ****** ********* *** ******** *************

First and foremost, we want to apologize to *** **** on behalf of our company. We’re sorry for any inconvenience, that this may have caused.  Not sure if this was due to a miscommunication or not, but we’re stepping up to the plate, and processing a partial refund. A $99 refund for the PCI Fee was credited back in May. We’re also going to process a second refund today in the amount of $67.42 which represents statement and gateway fees charged to this account. The merchant should see this second refund, within 1-2 business days. The total refund approved as per their agreement will be $166.32. 


If you have any further questions or concerns on this account, please feel free to contact me.

THANK YOU,

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

 

 









 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The vendors response to refund $166.32 is inadequate.

As a small merchant I had a total of $6261 of credit card charges during the months of February and March and one single transaction in early April.

The bankcard processing fees associated with those charges totaled $550.91, Which works out to 8.8%.

We were told by the representative our total charges would be one quarter of 1% and there would be no other charges and there will be no monthly statement fees.

At a rate of a full 1% (four times The quoted rate) my charges would total $62.61. To expedite settlement of this matter, I'd be willing to accept  that 1% rate which wouldn't require total credits to me of $488.30. As such, I expect a refund of an additional $321.98 on top of the $166.32 that was previously approved.

Thank you for your assistance in this matter.
 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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

Business Response: We have forwarded this to Commerce and can advise of the following.

Commerce had reached out to the merchant and discussed the rate schedule on the contract that resulted in the discrepency of fees billed. Commerce and the merchant agreed to a settlement of an additional credit of $242.47 which has been refunded back to the merchant. In addition the account is closed and no early closure fee has been assessed.

We trust this resolves the matter.
Sincerely,
****** ****
** ****** ******** *** ******** *************

6/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In December 2011 I signed up with EVO Merchant Service to take credit card payments for my business in ******** which is *****'s ************* ****** ** *****. The service was actually not cost effective for me. So in March 2013 I stopped taking credit cards and I asked customers to pay with only cash or checks. In July 2013 the iPhone "Square" service came out and I decided to use this phone-swiping service because it was much more affordable for me. In August 2013 I asked EVO if i could cancel my account with them but they said that I was locked into a contract until December **, 2014. They said if I didn't accept any credit cards there would only be $12.00 in monthly service fees that I would be responsible for paying. Since there was a $295 cancellation fee I decided it was cheaper to just wait out the remaining 17 months of $12.00 services fees totalling $204. I asked if these were the only fees and they said yes and that I would have to notify them in writing (by letter) on December **, 2014 to cancel. I contacted the Better Business Bureau at this time trying to find a way to get out of this contract, but the BBB couldn't reconcile with me and EVO, so I got stuck paying the $12.00/month. Then this past March 2014 I saw a $111.00 charge in my business account. The bank and I could find no source for this charge. There was no phone number attached to the charge and no company name. The charge simply said "BKCRD SERVICES." So my bank issued me a $111.00 credit for unathorized withdrawal of funds. When I saw my EVO statement that arrived a few weeks later I saw the $111.00 and I was shocked! I called EVO and asked what this was for and they said that they instituted a "Compliance Fee." I know what a compliance fee is. I paid this once when I was taking credit cards from another credit card company called *******. I was notified by ******* about the compliance fee. We discussed what it was about. I had to fill out a VERY lengthy questionnaire (about 15 pages) to make sure that I was "in compliance" and then I recevied a certificate and I posted that next to my credit card machine in my office. EVO simply charged my business account $99, no forms, no calls, nothing. I called EVO to ask them to remove the fee only to find that they were very nasty on the phone. I explained that clearly I haven't charged anything in over one year and that I was told several times by customer service that I would be responsible for only the minimal $12.00 service fees until my contract was over in December 2014. I was very disappointed and said that had I known they were going to charge a $99 fee I would have considered closing the account one year ago by paying the $295 cancellation fee. I asked them to please remove the $99 and they would not. So I told them that once again I was going to contact the Better Business Bureau. They said go ahead. A few days later I see another charge on my business account for $295.00. So basically EVO decided to charge me the cancellation fee. No required letter in writing, no authorization from me, nothing. This is illegal and they should be penalized for this. I would like to know what the BBB thinks of EVO's unprofessionalism. I was in the process of contacting the BBB regarding the $99 compliance fee. So now I am contacting the BBB with regards to this $295 exhorbitant cancellation fee which I didn't even authorize.

Desired Settlement: I feel that I am right and that I am paying what I was told I was required to pay which is $12/month. To force me to pay a $99 compliance fee when it is obvious that I am no longer using their service is unfair. To now charge my account $295 for an exhorbitant cancellation fee is #1 illegal without my authorization and #2 very manipulative. Not only that but EVO is clearly demonstrating and I believe is violating their privileges by having access to my bank routing number. Because of this I feel that EVO should not have access any longer to my bank routing number because they are not professional. I, however, willing to pay them their $12.00/month and having been subject to these huge withdrawals from my business account without any notification, feel that I should not even be obligated to pay them their $12.00/month service fees. If, however, the BBB mediates this and decides that I SHOULD continue to pay the $12.00/monthly fee then I will abide by that, but I feel that my rights have been violated and that I should no longer let this company take any more of my hard-earned money!

Business Response:

In response to the referenced complaint, we had communicated through our statement messages that a $99 PCI fee would be billed on the April 2014 statement.  Since her bank rejected our ACH attempt for April fees, a closure was processed on her account which triggered the early closure fee of $295.00.

In reviewing the history on her account and her intention to leave the account open to avoid the $295 fee,  we have credited the $295 fee back to her bank account on file. The PCI fee and her regular monthly $12 fee that billed in April 2014 was never collected by EVO since her bank rejected this. This amount has been waived.

Due to the inconveniences she experienced and in order to put her complaint to a resolution, we have closed her account so that we will no longer bill the $12 monthly fee. 

We trust that this resolves her complaint.

Sincerely
****** **** ** ****** ******** *** ******** *************   

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

5/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent the following email on May *, as directed by the customer service representative I spoke with. I re-sent it May ** since I have not received any acknowledgement that my request was received or is being considered. *************************** Dear *****, I’m writing about my closed account and to ask that my cancellation fee of $395 be refunded, as well as a charge for $110.84 that I’m not sure what it was for. In February of this year I was solicited by ***** **********, an EVO representative, about changing my merchant service provider to EVO. I faxed the requested information and was told EVO could provide better rates and it would be a simple process to make the change. I explained to ***** that I have a point of sale system through which credit cards are processed, so he contacted the POS company and called me back to say that the systems were compatible. Therefore, I signed the agreement. There was some confusion about the equipment and software being sent to me. We had to re-schedule the installation date because I only received a pin pad and no software – the details kind of escape me. But we finally had everything and scheduled a time for the software installation. After an hour+ on the phone installing the software, I was told I would need to contact my point of sale company about integrating the new software with my POS system. I did this, and learned two important facts: 1. My POS company charges $175 for integrating software with a new merchant provider, and 2. I had the wrong version of the software installed. EVO shipped the new version of the software to me, but by now it was evident that it would not be worth it to me to make this change, and I called to cancel the account. I had already received from EVO a UPS return label, so I packaged and returned the pin pad, original software and new software. When I signed the agreement with EVO it seemed it would be a simple process, and it was anything but that. As a very small, struggling business, the $175 fee charged by my POS company was difficult, but the cancellation fee for a service that was never even functional is something my business really cannot afford. I would greatly appreciate a refund for the $395, and a refund, or at least an explanation, of the $110.84. Thank you for considering my request.

Desired Settlement: I would like a full refund of $505.84, which includes the $395 cancellation fee for a service that was never installed and functioning.

Consumer Response: Better Business Bureau:

I have received a refund for the full amount of $505.84 by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

5/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since September 2013 we have been charged $199.50 x2 per month for a '************' of which we did not authorize, nor has EVO been able to provide any proof we have authorized. We have called EVO multiple times and spent an hour on the phone each time. The total amount of unauthorized charges is: $1995 CAD ($199.50 x 2/month ranging from September 2013 - January 2014) To date we have only been reimbursed $598.50 - credited as "411" and $399.00 - credited as "EVO Merchant Services". This leaves a remaining balance owed of $997.50.

Desired Settlement: We want the remaining balance of the amount that we were fraudulently charged returned to us effective immediately.

Business Response: This complaint was forwarded to EVO Payments International in Canada and they are working on a resolution.  A response with resolution will be forwarded shortly.
Sincerely
****** **** ** ****** ******** *** ******** ************** ***
  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

EVO states that they 'offered to provide proof' - this is not true. There was no proof to provide as it does not exist, since it was never authorized in the first place.

Admit that this charge was fraudulently added and provide an official apology.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** *****




 

Business Response: The complaint was forwarded to EVO Payments International Canada for a follow up. They have attempted to contact the merchant for further clarification. We would suggest that the merchant work with that entitiy to come to a resolution

Since this complaint has been filed against an affiliate of EVO, we respectfully ask the complaint be removed from the profile for EVO Merchant Services, LLC.


Sincerely,

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

4/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January of 2014 I receive a call from **** ******** of Evolution Bankcard, soliciting my business for credit card processing for my business, Car Color Supply. I agreed to look at his offer and he emailed the information to me. He promised no set up fees, a free terminal, and to waive the annual insurance for the terminal. After two or three more phone conversations I agreed to switch. He sent me the contract which I signed without noticing at first, that a fee was being charged for insurance. I immediately contacted **** and asked if I need to sign a new contract. He said no, that he would waive the fee. Over the next few days, I received so many phone calls and emails from Evolution, asking for various things to be faxed to them, that before the set up was completed, I gave up in frustration and told them to cancel the whole thing because it had turned into such an ordeal. Luckily, I had saved all the emails. At the first of February they debited my account for $64.25 + $20.00. I called ****** ***** who was assigned as my account representative. He could not explain what I was charged for and I did not receive a statement to explain it. He assured me he would get my money refunded. It never was. Then in March 2014 they again debited my account, this time for $15.00 and $20.00. Again, I called ****** *****, and got no explanation, no statement for the charges and no refund. Again he assured me that he was working on it and asked me to call customer service. They said they would review it and decide if a refund was to be issued, and if so it would be at the end of the month. On april **, 2014 when no refund was issued back into my account, I again called. I spoke to **** ******** and someone named ***** in Customer Service. ***** informed me that it had been denied. I never once used their company for credit card processing and never got a statement. I made ***** fax a statement to me and called **** back. I was very upset. I feel they lied to me and wrongfully debited my account.

Desired Settlement: I would like a full refund of the money they debited from my account.

Business Response: We have forwarded this complaint to Commerce Payments Systems and their response is below.
Sincerely
****** ****
EVO Payments International

 

First on behalf of Commerce Payment Systems I would like to
apologize for the inconvenience this has caused you. 
 

According to our records all fees have been charged as per
contract and memos placed on your merchant statement.
 

Nonetheless in effort to place this issue aside, a full
refund has been issued for the dispute amount of $119.25. Please expect refund
to post within 3-4 business days to the bank account we have on file.

 
Your merchant account has been successfully closed.

 
Commerce Payment Systems values your business and truly
apologizes for this inconvenience. We truly hope this satisfies your issue, if
it does not please feel free to email me at ********************************,
or you can call me directly at ###-###-#### and ask for me by name.

 

Thank you 
 

***** ******
Commerce Payment Systems

 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

4/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have tried for months to close our 3 accounts and this company kept avoiding it and continuing to charge us. They would tell us they just needed a signature and a fax. Then they needed a better signature. Then they needed a copy of the license to prove it. We were delayed months before they would finally take care of it all and it still has not been done. We are being billed over $1000 for services we haven't used! This company has awful customer service.

Desired Settlement: I want my accounts cancelled and refunded.

Business Response: In response to the attached complaint, we have contacted *** ****** for resolution. We have closed his 3 processing accounts, numbers ************, ************ and ************. We are willing to issue him credit representing December, January and February fees  for a total of $676.25 however, he must return the credit card terminals that were given to him as free loaners.  Once we receive the equipment a credit will processed. *** ****** was left a message to advise of this. He may contact ***** ***** at ###-###-#### to arrange for return.

Sincerely
****** ****
** ****** ********
EVO Payments International

4/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We contracted with this company to process credit cards, and after 1 week we cancelled the services since they did not live up to what they had promised. They processed fees that they were not supposed to, and when contacted they said they would refund them, but they never did. We cancelled the contract immediately, and then the following month they took more fees ouy, and when contacted they said that was a mistake and would refund that amount immediately. We have called and talked to the accounting dept, and the rep., who promised that he would take care of it, but he has not. we have left messages for a **********, but they have never called back. This company is a scam, and anyone who choses to do business with them should beaware of there unethical and fraudulent business practices.

Desired Settlement: They need to put back the money they took out for the month of March as promised by the rep ****** *****.

Business Response: We have forwarded this complaint to Commerce Payment Systems and here is the response:


First on behalf of Commerce Payment Systems I would like to
apologize for the inconvenience this has caused you. 

After carefully reviewing your merchant account, all rates
and fees have been charged as per contract. There is no record of a cancellation
notice received.  For cancellations merchants must contact customer services and fill out the
applicable cancellation letter. It is the merchants’ responsibility to close the accounts
accordingly.

As a courtesy, a refund has been issued for the disputed amount of $45.57. Please expect funds
to post within 48-72 hours. The merchant account has been closed.

Commerce Payment Systems values your business and truly
apologizes for this inconvenience. We hope this satisfies your issue. If
it does not please feel free to email me at ***************************************
or you can contact me directly at ###-###-#### and ask for me by name. 

 
Thank you

 

***** ****** 

 

 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Company Architectural Windows and Doors LLC was contacted by this company to use there Credit Card Processing. After many conversations and applications I was informed by my sales representative that we had been approved. I than informed my staff to begin using the Credit Card processing machine that they had provided. Come to find out that the underwriting dept did not approve this account to the amount I was told. After many hours of discussion with the underwriting and *** ***** my sales rep ********** I was told that he made a mistake and that's the way it goes. The initial transaction was on 2/** and it finally came to an end on 3/*. I have in cured hundreds of dollars of expenses and they did nothing to rectify there error or reimburse my cost. There was no communication with me after I had process the sales that these transaction were not going to be process. People in sales, sales **********s, people in underwriting all lied to protect there area of concern. I have never as a business man been treated so poorly with total disregard about my business. This company should not be doing business outside the state of NY.

Desired Settlement: They need to reimburse me my expenses that they caused me. As of this date $550.00 in charges due from their actions. Also a letter that can be sent to my suppliers explaining the error that they caused and this was not due to Architectural Windows and Doors LLC

Business Response: This complaint was forwarded to Commerce Payment Systems, DBA Evolution BankCard,  and here is the response.
Sincerely,
****** ****
** ****** ********
EVO Payments International


First on behalf of Commerce Payment Systems I would like to
apologize for the inconvenience this has caused you. 
 

After carefully reviewing your merchant account and as per
our conversation, we will be refunding $985.32, due to the all of the overdraft
fees you have incurred. This refund should post to your bank account within
48-72 hours to the bank account we have on file. 


In addition, I had spoken to ** ******* in reference to supplying a
letter that can be forwarded to the suppliers. This was emailed to the merchant.

 Please be advised that the merchant account has been officially
closed. No further deductions will occur.
 
Commerce Payment Systems values your business and truly
apologizes for this inconvenience. We truly hope this satisfies your issue. If
it does not please feel free to email me at ********************************,
or you can call me directly at ###-###-####.

 
Thank you  

***** ******



Consumer Response: 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 and the matter has been resolved.  I especially want to thank ***** ****** ** ** ********** *or his honesty and determination to resolve this complaint.  With his efforts it is clear to me that this complaint was a result of miscommunication between departments and not how Evolution Bank Card treats there customers.

Sincerely,

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



 

3/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spoke to ******* ****** from Evolution Bankcard about their services they offer. I was looking for a company that could integrate my UPS account into my website for more accurate shipping costs. She said that they would be able to make that happen, e-mails listed below. Based on what she wrote to me, I signed up for the services. She then forwarded me onto to their tech services department, who stated that they cannot perform that process. I reached out to ************* to see if they could perform the process, they cannot either. I then spoke to the tech services *******, who stated that I would need to take care of the implementation. I didn't start the process with Evolution Bankcard for me handle the integration process. They said they would be able to handle it. After my last e-mail to tech services, I decided that Evolution Bankcard is not a adequate fit for my company. I wrote an e-mail to cancel any further progress on my account. My two accounts had not been online, since I had not finished with the underwriting team. However my account was charged and I had not been set up or been with them for a month. I sent an e-mail on 2/*/2014 and received a phone call from a representative on 2/**/2014. She said she would take care of the money, which she said should not have been deducted and a customer service agent would contact me to close my accounts. I didn't receive any phone call from a customer service representative, however, I did receive an e-mail on 2/**/2014 from ******* inquiring about my progress in setting up the service. I sent her back an e-mail on 2/**/2014 , "*******, I am unsure why I am receiving this e-mail. I have attached the e-mail wishing to cancel my services. It was sent to you on 2/*/2014, which I have attached." I called on 2/**/2014 to talk to customer service, they said I needed to fill out a form to close the accounts. He also mentioned that they would reimburse my account. I sent back the cancellation forms on 2/**/2014. I noticed on 3/*/2014, Evolution Bankcard removed another $24.95 and $15.00 for services NOT rendered. I talked to ****** from Evolution Bankcard for this situation to be resolved, she cannot put this in writing and I was forwarded to a *******s answering machine. I left a message with no reply. From: ***** ****** [mailto**********************] On Behalf Of ***** ****** Sent: Friday, February **, 2014 7:26 PM To: '******** ******** [CPS]'; '******* ****** [Evolution Bankcard]' Subject: RE: A Natural Cleaning Company (Retail) - ****************: Welcome to Evolution Bankcard! Importance: High I have noticed that my account has been billed for services not yet provided. I have not yet given your underwriting team the following information for either service (website nor mobile): • A fully functioning website with a refund/return policy, shipping and contact information • Proof of inventory (purchase orders) - photos will be accepted only in the case of handmade stock • A bank verification letter, attached, to be completed and signed by a banker and returned to us • A copy of my business telephone number. I sent back an e-mail on 1/**/2014 about my concerns that your team was able to complete a task, which I have learned evolution bank is not capable of committing too. I signed up under those specific conditions, which I have attached. I am now canceling for those reasons. Please cancel my services and I would like a refund for services that have not been rendered. My account was deducted on 2/*/2014 • Authorization: $0.65 • $15.00 • $24.95 My account was deducted on 3/*/2014 • $15.00 • $24.95 SUPPORTING DOCUMENTATION From: ***** ****** [mailto**********************] On Behalf Of ***** ****** Sent: Friday, January **, 2014 11:02 AM To: 'custservice [CPS]' Cc: '******* ****** [Evolution Bankcard]' Subject: RE: Webiste Shopping Cart Development Hi *****, At this point in time I don’t have the funds to purchase a shopping cart which is $1300. The shopping carts already have the UPS integration. I was under the impression that your company would handle this for me, based on the e-mail below. The shipping accuracy on my website was the major draw to your company. I need to re-evaluate my decision with evolution bank. UPS Documentation “UPS highly recommends that a member of your IT department or a third-party developer creates and integrates the Application Programming Interface (API) into your e-commerce website or existing application. If you need assistance from a third-party developer, the UPS Ready® Program can provide you with a listing of integrators and development companies that have built UPS functionality directly into existing shipping systems.” E-commerce Thank you for your time, ***** ** ******, ***** A Natural Cleaning Company, LLC ###-###-#### ********************************* ************************ From: custservice [CPS] [mailto:*************************************** Sent: Friday, January **, 2014 10:50 AM To: ********************* Subject: RE: Webiste Shopping Cart Development Hi *****, Can you send us the list of the companies that UPS provided? Also, once you get a compatible shopping card with UPS integration. The Shopping card provider will walk you through step by step. THANK YOU, ***** Caban Commerce Payment Systems **** ******** ******** ** ***** ***. Tel: ###-###-#### Dir. Fax: ###-###-#### ******************************** From: ***** ****** [mailto**********************] On Behalf Of ***** ****** Sent: Friday, January **, 2014 1:11 PM To: ******* ****** [Evolution Bankcard] Subject: Webiste Shopping Cart Development *******, Thank you for the applications. So I talked to your support team and they mentioned getting in contact with UPS and setting up API’s. UPS strongly suggests that I get a third party web developer to integrate the API’s. UPS has list of ecommerce companies that perform this task. Long story short, I contacted Auhorize.net and they do not integrate with UPS. The integration needs to happen on my website through my shopping cart. At this point in time, My shopping cart doesn’t have the capability of integrating with UPS. Does your company provide a shopping cart? If not I will need to find a shopping cart solution that has UPS integration. I also need to understand the tasks that your company will complete with in my website? Thank you, ***** ** ******, ***** A Natural Cleaning Company, LLC ###-###-#### ********************************* ************************ From: ******* ****** [Evolution Bankcard] [mailto:*****************************] Sent: Friday, January **, 2014 8:45 AM To: ********************************* Subject: RE: How to evaluate credit card processors Best Regards, ******* ***************| Account Executive Toll Free : ************** ****** *** **** Direct : ###-###-#### Cell : ###-###-#### Fax: ###-###-#### *******@********************* ************************* From: ***** ****** [mailto**********************] On Behalf Of ***** ****** Sent: Friday, January **, 2014 11:36 AM To: ******* ****** [Evolution Bankcard] Subject: RE: How to evaluate credit card processors Importance: High *******, I am a bit concerned about information I just received from your tech support. I had asked you if your team was able to link my UPS account through your service to insure more accurate shipping cost. Your tech support team said they were not able to do this. This is the direct opposite of what you had submitted below. Please let me know, at this point I may need to look for another processing company. Thank you, ***** ** ******, ***** A Natural Cleaning Company, LLC ###-###-#### ********************************* ************************ from: ******* ****** [Evolution Bankcard] [mailto:*****************************] Sent: Thursday, December **, 2013 1:30 PM To: ********************************* Subject: RE: How to evaluate credit card processors Hi *****, Yes we can. You can run ************* through your website processing with my company instead of PayPal and then have your ups account linked. It is a accurate processing software, as well as a lot cheaper. Happy Holidays, ******* ***************| Account Executive Toll Free : ************** ****** *** **** Direct : ###-###-#### Cell : ###-###-#### Fax: ###-###-#### ***************************** ************************* From: ***** ****** [mailto**********************] On Behalf Of ***** ****** Sent: Thursday, December **, 2013 3:43 PM To: ******* ****** [Evolution Bankcard] Subject: RE: How to evaluate credit card processors *******, Does your company offer the ability to link my UPS shipping account to your service? Calculating shipping cost in my website and paypal is arduous and inaccurate. Thank you, ***** ** ******, ***** A Natural Cleaning Company, LLC ###-###-#### ********************************* ************************

Desired Settlement: I would like my account closed and my money refunded My account was deducted on 2/*/2014 • Authorization: $0.65 • $15.00 • $24.95 My account was deducted on 3/*/2014 • $15.00 • $24.95 Total = $80.55

Business Response:

This complaint was forwarded to Commerce Payment Systems, DBA Evolution Bank Card, and here is the response.

Sincerely,

****** ****

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

EVO Payments International 

 

First on behalf of Evolution Bank Card I would like to apologize for the inconvenience this has caused you.

I have attempted to contact the merchant at the number we have on file and left a voicemail. 

It appears there was some confusion on who will be providing the ups shipping feature within your websites shopping cart. Evolution Bank Card is the processor whom processes the credit cards within the shopping cart and the UPS shipping feature can be integrated within shopping carts but this is something we do not specialize in. Therefore on behalf of Evolution Bank Card I would like to apologize for this inconvenience.

We will be refunding the full dispute amount of $80.55

Please expect the funds to post to the bank account in separate amounts,  $40.55 and $40.00 totaling $80.55.

Please note your merchant accounts have been officially closed.

Evolution Bank Card values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue. If it does not please feel free to email me at ********************************, or you can call me directly at ###-###-#### and ask for me by name.

Thank you

***** ****** 

Evolution Bank Card

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** ******



 

3/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Tried canceling services as instructed by company and they said I worded it wrong.i tried repeatedly to explain but they said it was a done deal.. This was my third attempt in canceling with them and each time limited information given. . This company is sketchy at its worse.. Small Business people like me don't standa chance.. The took out 395.00 out of my bank account and This was not authorized or approved by me..I feel helpless in this.

Desired Settlement: I have no problem paying the fees for the next 3 1/2 months of almost $30.00 a month for services I have not used since August 2013 and have continued to pay the fees until such timei could cancel services but to take out of my family bank account almost 400.00 dollars caused us great hard ship..

Business Response:

*** ********* entered into a 3 year contract with successive 1 year renewal  terms in April 2010 for credit card processing.  We received a cancellation request in January 2014 and she was billed the $395 early closure fee. However, her bank rejected our debit for this fee therefore she currently owes EVO the fee.  In an effort to resolve this, we called ** ********* several times and offered to allow her to pay the 3 months remaining in her successive renewal period, which is $106 and then we would waive the $395 balance currently owed.  She has not agreed to do this as of this date and feels that we did collect the $395.

If *** ********* can provide proof that EVO debited her checking account for $395, we will reimburse the portion of her early closure fee less the 3 months processing fee ($106) for a credit of $289.00. If she confirns that her bank account was not charged the $395, we will waive this balance and not pursue collection attempts if she forwards us a check for $106.00.

She has the contact information for ******** ***** at ###-###-#### who can assist with making the necessary adjustments.

Sincerely

****** ****

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

EVO Payments International

 

 

          

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I am still waiting on the bank to respond to me.. add of 2/* the bank said my account was charged the 395. Also not until I contacted the bank and bbb evo wouldn't even consider working worth me.. They said "we are not considering a refund!".. I didn't sign up for the additional year but regardless every single bit of information I have gotten from evo has been vague At best..I went on what I thought was ego's Web site to try and plead my case and whati found was a while Web site of people with the same complaints or worse than I had.. This whole ordeal of trying to divorce this company had been Hell..

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

We regret the inconvenience caused by the merchant. If she can provide the requested information as indicated previously, we can resolve this complaint.

 

If *** ********* can provide proof that EVO debited her checking account for $395, we will reimburse the portion of her early closure fee less the 3 months processing fee ($106) for a credit of $289.00. If she confirns that her bank account was not charged the $395, we will waive this balance and not pursue collection attempts if she forwards us a check for $106.00.

 

Sincerely

****** ****

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

EVO Payments International  

3/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were contacted by another service provider with a better rate on 9/**/13 about switching our account to them. The new company said they would notify EVO that we were switching. On 9/**/13 I received an angry phone call from ***** ****** (out of Montreal, Canada) saying that they would match any offer from any other carrier and why had we not given her a chance to match the rate. I asked why they would not just give us the new rates instead of having to wait for someone to make a better offer. I said we had already agreed to switch. We left town the next day and were gone for 7 weeks. I noticed on my bank records that I was still getting charged monthly and annual charges from EVO. We were charged a total of $535.19 over a 5 month period for services we did not receive or want. I called EVO on 2/**/14 and talked to ***** ******. She informed me that she had tried to call me six times after our initial conversation of 9/**/13. In the next breath she says that EVO was not notified that we were terminating business with them. I asked if she did not know we were terminating, how did she know to call me on 9/**/13. She then said that our termination has to be written and they don't take the written notification from another provider as a termination notice. I then asked her why she terminated our contract with our previous provider when we signed up with EVO. She had no answer for that one. When I said I wanted the $535.19 in fraudulent charges reversed and re-deposited into our checking account she rudely replied that was not going to happen because we did not properly terminate our service. Merchants beware! Anytime you get a call from a company wanting you to switch they are probably just a bunch of scammers just like EVO. We are switching back to either COSTCO, USAA, or our local bank.

Desired Settlement: Refund the amount of $535.19 that was fraudulently removed from my business (Powder House) checking account.

Business Response:

In response to the attached complaint, we regret that the merchant was not satisfied with their credit card processing rates.  The merchant was given Price Protection when they signed the contract, so that if better rates are offered thru a competitor, we would match them.   As the merchant indicates in their complaint, they switched processors without giving us the opportunity to match their new rates. 

 

We tried several times after that to contact the merchant when we were alerted that they were switching processors, but to no avail.   In accordance to the Terms and Conditions of the contract, the account must be cancelled with a signed letter from the contract signor.   The merchant must also return the Terminal.  We have since received the cancellation letter from the merchant and therefore will be closing their account.  We have spoken to the merchant and he was advised that he will be billed for the terminal if not returned and they are also subject to the Early Closure Fee of $395.00.  In reference to the $535.19, the merchant used the account until October of 2013, the fees for the time the account was not used total $270.97.   Since the merchant did not cancel the account in accordance with their contract, the fees are valid.  We regret losing their business however,  a refund is not due to the merchant.

 

Sincerely

 

Consumer Response: In response to the EVO's letter I submit the following: *** **** states that we were given "Price Protection" and we did not give EVO the opportunity to match the competitor's offer. My response to this is two-part. A. If they can give us lower rates, why do they not just offer them instead of our having to listen to the spiel of a competing offer? I consider it unethical to have someone contact us and make an offer and then contact our current provider and let them "match" the offer. Not to mention the fact that we would be forced to send them a copy of the competing offer. That would be totally unfair to the party making the offer. I saw nothing in the attached Certificate that this was MANDATORY. B. In talking to my wife I find that in her conversation ***** ****** on the **** of September that *** ****** was in fact advised that we were leaving town that afternoon and that she should call her on her cell phone as noted on the copy of the Price Protection Certificate. When EVO contacted my wife (******) about switching from the company we were with they said they would take care of cancelling our account with that company. They did and the provider very graciously called and thanked us for our business and there were no shenanigans with continuing to charge us. Not so with EVO. When the switch was made to EVO *** ****** provided all documents via FAX or email. ****** signed them and faxed them back to *** ******. We got a grand total of two pages from EVO. Both were signature pages. I noticed after receiving the response from EVO that these pages are marked in very small numbers at the bottom of the pages 1 of 6 and 2 of 6. If there were more pages that we needed to read we did not receive them. We figured the entire agreement was contained in the pg 2of6 in the section that starts "I/we understand and agree....". This section makes no mention of a REQUIREMENT to give these people a chance to match any other offers. It also makes no mention of having to return any equipment. However, we do plan to return the terminal as we are honest people and do not intend to be vindictive for EVO's actions. Even though there is no mention of a requirement to return the terminal we are not of a mind to steal something that we did not pay for. As for an "early closure fee", these fees are normally charged as liquidated damages for providing some equipment to a merchant and not keeping the account open for at least one year. We kept our account open for two weeks longer than a year. Everything that EVO has done in response to my having cancelled a business relationship with them has been retaliatory and mean spirited. They do not appear to have any interest in customer service. If a customer came to my restaurant and was not happy with product or service that I provided I would certainly not tell him "Too bad, you ordered it you pay for it." These people knew we had cancelled on 9/**/13 because they were contacted by First American Payment Systems acting as our agent and with our blessings, just like EVO did to their predecessor. Continuing to take money out of our bank account was dishonest and would likely not stand up to judicial review if we were to file suit against them. I fully expect these people to stand their ground and not budge an inch, but I am encouraged by the fact that this letter will be made part of a complaint filed against them and available to the public to scrutinize.

Business Response:

I am sorry that you did not have a good experience with EVO as we pride are selves on having best in class customer service. In response to your first part about( best rate from the start) when you signed up with EVO

you agreed on a rate with us and signed a 3 year term for that rate. We give you Price Protection so that if you do get a better rate in those three years we will match or beat that rate. This is so you as a merchant  don’t have to switch every year to get a better rate. The price protection is on a separate sheet that we have in your file that you did sign. As for your new processor they never sent us a letter to cancel  because they know we would not except one unless it was signed by you the merchant. We are sorry for the confusion with this and in no way do we want to be conceived as a  mean spirited  company.  We would be happy to take you back, offer you the better rate and we would refund your early closure fee. If this is not to your liking we would then  like to offer you your November, December and January fees back as a settlement to this matter.

 Those three months total 269.49$.  You had credit card processing in September and October. I hope this will close the matter and we would like to apologize again for any confusion in this matter and hope we can leave you with a little bit of a better feeling about EVO.

 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** ******



 

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: EVO continued to charge service fees after contract was formally ended (November **, 2013). We were charged for processing equipment we never requested or used and returned in original shipping box (May **,2013). Requested credit for unauthorized charges yet we continue to be charged service fees even after they acknowledged account was closed. (November, December, 2013) and January 2014. All claims here can be documented with correspondence to-date.

Desired Settlement: Quit charging monthly service fees and refund unauthorized service fees a well as charges for equipment returned. Equipment $111.25 Service fees $181.35 Total $292.60

Business Response:

In regards to the attached complaint, we have researched the issue and can advise the following:

EVO did receive a written request to cancel the account on December * 2013.  All fees up until December 2013 are valid and billed in accordance with the terms of the contract.  The account was closed in December and no further billing to the merchant for December 2013 or January 2014 took place. The last fees billed were for the November billing statment  of $27.00 charged on December * 2013.

We did research the equipment fee billed and can confirm we did in fact receive the equipment back.  We apology that this was not refunded at the time we received the equipment back. A credit of $199 for the equipment and a separate credit of $15.04 for shipping has been issued to the merchant.

 

We trust this resolves the issue.

Sincerely

****** ****

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

EVO Payments International   

 

 

2/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My paperwork clearly states 1.39% for processing and the statements clearly show the 1.59%. They cannot raise my rates without telling me. Also in terms of their paperwork they downgraded me to what they call "non-qualified". All but $18.98 was what they put in your so called "qualified transaction". The program I was on or I should say was on,is one of the worst offered. It allowed the company we were with to determine what they felt should be "qualified" (qualified for the lower cost) and what they determine to be "non-qualified" (meaning they way over charge you). When I tried to speak to them about being overcharged they would say they can't see my statement or breakdown. I earned $13357.50 in credit payments in 2013. They had 2 accounts for us till December when they finally closed 1. The accounts are $15.00 monthly charge. I paid them a total of $1479.66 for 2013. That is almost 10% of my sales.

Desired Settlement: From what I can figure if I paid the most shown possible for any one transaction should be no more then 3.49%, then minus the $15.00 monthly payments. I should have only paid $466.18 for transactions and $30.00 for the month of September-November and $15.00 for December for a total of $571.18 I should get back $908.48

Business Response:

 

In response to this complaint:

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you. After carefully reviewing your merchant account and speaking with you over the phone,it has been confirmed that there were some  set up errors made on your processing accounts when the accounts were established. 

With this being said, a  full refund has been issued for the disputed amount. A refund of 454.25 should appear within 48 -72 hours to the bank account we have a file in reference to the merchant id number ************ and  a refund of $454.24 has been issued in reference to merchant ************.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We hope this satisfies your complaint. Should you have any further questions,  please feel free to email me at ********************************, or you can call me directly at ###-###-#### and ask for me by name.

Thank you

***** ****** 

 

 

2/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ***** with Evolution Bankcard has been told on NUMEROUS occasions for weeks that we are not interest in credit card processing with his business. He continues to call and has called my office 5 times in a row after he was asked not to call only to hang up 5 times as I answered the phone. He has since called back and as I answered the phone asked how I was doing and once I reciprocated and asked how he was he hung up the phone. This is telephone harassment. We are not interested in his services and we do not wish to receive any more calls from ***** or anyone else at Evolution Bankcard. It is obvious that the number he calls from is some type of call center and you are unable to call it back. The number is ###-###-####.

Desired Settlement: I would like for this company to discontinue ANY AND ALL phone calls to my business. We are not interested in their services and do not wish to be solicited any further.

Business Response:

This complaint was forwarded to Commerce Payment Systems, DBA Evolution Bankcard, and below is the response.

SIncerely

****** ****

VP Client Services

EVO Payments International

First on behalf of Evolution Bankcard I would like to apologize for the inconvenience this has caused you.

Please be advised, your phone numbers, address and name have been removed from our calling list. 

You will not receive any more sales calls.

Thank you

***** ******

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

v

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spent weeks setting up a merchant account with Evolution Bankcard for my company. I spoke with several people regarding the account. I hesitated in providing the phone call authorization and for good reason. After all the promises about how much money they could save me on credit card transactions they failed to mention there would be a third party company processing the transactions (which came along with a hefty percentage of their own). Then I receive three months of charges (keep in mind I haven't finished the set-up authorization phone call they require. And they charge us for TWO separate accounts which was NEVER discussed; one for keyed in transactions and one for swiped, which I told them we never do. THEN, we get charged $99 TWICE, one for each of the two accounts they set up for the mandatory government charge of which I was never notified on. When I request this all be cancelled they tell me that there will be NO refund since the account was opened when we sent info in, NOT when the confirmation calls are done. SO even though we NEVER used there services because I hadn't completed the process they STILL charged us three months of charges, for TWO accounts PLUS the government charges. I have left messages with *********** to discuss this matter and continue to ask for my refund and NOONE has ever returned my calls. I find there practices unethical and certainly unprofessional. There was no fine print that stated any of this. It wasn't until I received the fine print info from the third party (Authorize.net) that I discovered the additional party involvement and the additional fees. Had I been advised verbally or in writing of any of this I would have never continued and would have just stayed with our current merchant services provider. I should have known from their persistent calls in the beginning that something was off, but I was lured by their promises of such low charges. We are a small business and the loss we've had over this in fees as well as man hours hits us very hard

Desired Settlement: I want the following charges reimbursed:11/*/13 $20.00 Disc #****** ************11/*/13 $20.00 Disc #****** ************12/*/13 $119.00 Disc #****** ************12/3/13 $119.00 Disc #****** ************1/*/14 $20.00 Disc #****** ************1/3/14 $20.00 Disc #****** ************Totaling $318.00The Disc #'s mentioned above are the reference numbers on our bank statements.

Business Response:

We had forwarded this complaint to Commerce Payment Systems, and have their response below.

****** ****

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

EVO Payments International

 

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you.

After carefully reviewing your merchant account, all fees have been charged as per contract and memos placed on your merchant statement.

However, in effort to put this issue to rest, a full refund has been issued for the dispute amount of $318.00. An ACH deposit has been issued to the bank account we have on file ending in *** under the merchant id number **************** for the amount of $159.00 and another ACH deposit of $159.00 under merchant id number ****************. We regret the merchant was not satisfied with the pricing or services.

Thank you

***** ******

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

v

12/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I switched to EVO pos system. I received a terminal which would not work properly. The machine would short whenever the cord was touched. I was sent another machine and the same thing happened with the new machine. I received an upgraded machine which I barely used. Due to external circumstances, I had to close my business. When I called to cancel with EVO they informed me I would charged a $500 cancellation policy. I conveyed my situation that the terminals I received were unusable forcing me to carry two merchant accounts for approximately six weeks because the machines that were sent would not operate in my business. I called EVO three times explaining my story and asking for someone from upper management to call me back. I never once received a phone call and was still charged $500.00. About 2 months after I cancelled the service, I received a phone call from EVO asking me to upgrade my service with them?!! I once again explained to them my dissatisfaction and asked for upper management to call me. No one called me. It has been five months since I cancelled my service with EVO and I still find myself thinking about EVO, $500 cancellation fee for dysfunctional terminals. I sent and email on November,**, 2013 once again explaining my circumstance and asking for someone to please respond to my complaint. I received no follow up email and no follow up phone call.I believe that my cancellation fee should have been waived because the terminals I was sent were nonoperational in my office. I should have at least had someone from upper management call me to take steps towards rectifying my dissatisfaction with the short period I used the compnay.

Desired Settlement: My $500 dollar cancellation fee refunded.

Business Response:

This complaint was forwarded to our Canada division for review and I have attached the response to this complaint.

 

We regret the problems the merchant had experienced with the terminals.  As  *** ****** mentions, we replaced the initial terminal and the replacement did not resolve the problems. We therefore sent another terminal which  was a different model, which allegedly

did not resolve her issues. We recieved the replacement terminal back which when tested, worked properly.  *** ****** did decide to cancel her processing agreement and we charged the $500 early closure fee in accordance with the terms and conditions of her contract.  

We had advised *** ******* on several occasions that we were not waiving the early closure fee. We regret she is not satisfied with our decision but our position has not changed. We made every attempt to rectify the issues with the terminals and regret she had to close her busines. ,

 

Sincerely

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

EVO Payments International, Canada 

11/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed with Lease Finance Group (Retriever) just before the opening of Crossroads Quilt Shop in August 2009. We were satisfied with their service. ***** ******** contacted us in October/November 2010 about switching to his company, Bank Card Depot. He said there would be no contract, they would buy out the Lease Finance Group (Retriever) contract, and we could keep the extra money. He stated that their fees were better than Lease Finance Group (Retriever) and they could offer gift card processing. We signed with them. ***** had us send back the credit card machine via registered mail to Lease Finance Group (Retriever). We received the confirmation back that they received the equipment on 11/**/10. We were told that by contacting them in advance, there would be no cancellation fee. It took until February 2011 to receive the payoff check from *****'s company (which we were told in advance it would take that long). In the meantime, even though the lease was cancelled on 11/**/10, Lease Finance Group (Retriever) continued to take out the monthly lease payment of $32.24/month from our checking account. Also, in January 2011, Lease Finance Group withdrew $250 from our account, without permission, for a cancellation fee. When the payoff from Bank Card Depot was sent into Lease Finance Group (Retriever), they said they never received it and continued to withdraw payments from our account. We have continually contacted ***** and Lease Finance Group (Retriever) to try to get back our money. We finally issued a stop payment to our bank in May to prohibit them from withdrawing the $32.24 payment. The bank charged us $31 to process this stop payment. Lease Finance Group (Retriever) immediately started harassing us saying that we needed to pay this monthly fee. Because of their harassment, we paid the May payment. They have since stopped taking unauthorized payments out of our account, but they still owe us money. ***** said he would take care of everything and we wouldn't have to deal with this. Well, one year later, we are still out almost $500. Lease Payoff $ 890.00 Check # **** $(100.00) 1 payment (December) $ (32.24) LFG (Retriever) owes 5 payments (Jan - May) $(161.20) Payment Check # **** $(857.86) Total $(261.30) Cancellation charge $(250.00) Stop payment charge $ (31.00) Extra payment (due to harrassment) $ (42.24) Total amount due to Crossroads Quilt Shop $ 584.54 LFG (Retriever) owes us $ 484.44 Bank Card Depot owes us $ 100.10 Check received from LFG (Retriever) 12/2011 -$128.96 New amount owed from LFG (Retriever) $355.48 So, with all said and done, ***** has not followed through paying us $100.10 that he has owed us for over a year. We have contacted him several times and he acts like he's going to help us and then lo and behold, we never hear back from him. Its so frustrating being a new small business. These large companies just take advantage. He said we wouldn't have to deal with Retriever at all with this, and he would take care of everything. This did not happen. After we signed with him, he said he couldn't get Retriever to deal with him since it wasn't his account, we would have to contact them.

Desired Settlement: We expect a $100.10 refund from ***** as this is the amount he agreed to pay us after all was said and done with the Retriever hassles. We have submitted a complaint against Retriever as well.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** ****



 

11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We closed our account with this credit card processor in July 2009. From July 2009 until Septemer 2010 they continued to withdral fees from our checking account on a monthly basis. When we talked to them about this matter, they claim they never got the cancellation letter via fax that was sent. A refund would not be possible. We sent a letter also explaining the situation and asking for a refund of the fees. If you look at the account you can see we did not use any of their services for the period of July 2009-September 2010. After reviewing the letter they still refused to credit any of the fees per our conversation with them 11/**/2010. They are unwilling even for a partial refund, even though they provided no services for us during this time.

Desired Settlement: We would like a full or partial refund of the $557.80 that was taken from our account.

Business Response:

This is in response to the referenced  complaint on account *****************  

 

The fees billed from July 2009 through September 2010 are valid as the merchant did not submit a signed closure request prior to that time, as required by the terms of their onctract.   The merchant was previously informed of this when they contacted us on 11/**/2010 for a refund.

 

Sincereley

****** ****

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

EVO Payments International

  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

We did contact your company by a phone explaining we no longer needed your services.  Nothing was said by your customer service representative about needing a cancellation in writing.  There was NO activity whatsoever on our account for the dates in dispute.  Not one charge was charged, we did not use your service once in that time frame.  It is unethical for you to charge us a fee for a service we did not use.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response:

The notes on this account indicate EVO did receive a call on July ** 2009 requesting account closure and the merchant was instructed to fax in the closure request. Because EVO did not receive the written request to close until September 2010 and this transpired over 3 years ago, we 

are not in a position to reimburse any fees assessed between July 2009 and September 2010.  We regret that we are unable to resolve this to the merchants satisfaction.

Sincerely,

****** ****

** ****** ********

EVO Payments International    

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Evolution Bankcard services used confidential banking information to withdraw unauthorized funds without prior notice, advice or billing, verbally, written or otherwise. After learning of all the other companies with major complaints against this company, I advised, by written email, on August **, 2013, to stop the process of our application of August **, 2013, to use Evolution Bankcard credit card processing services. This notice was given to Evolution in writing in less than 18 hours of supplying an application, along with banking account information. On August **, 2013, **** replied, "it was already submitted for approval but ill put a hold on it..." Even though I submitted notices and cancellations, they debited my bank account for funds without permission, and even to this date of October **, 2013, they continue to call for "verbal approval" to set up my merchant account. Every comment, conversation and telephone call is fully documented.

Desired Settlement: $269.95$19.95 unauthorized funds withdrawn from my account$250.00 settlement for the time and costs involved in attempt to resolve the matter

Business Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company.  EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”) also know as Evolution Bank Card.  Commerce is a separate corporate entity from EVO.

Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants.  Commerce is the first line of contact with its merchants and manages the business relationship with its merchants.  EVO merely processes credit card transactions.  Accordingly, if a merchant complains of a misrepresentation, etc. that complaint is properly addressed by Commerce, because it is Commerce’s sales person who had to contact with the merchant.  In fact, the Merchant Agreement specifically states that merchants cannot hold EVO responsible for representations made by ISOs.

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce. 

In an effore to resolve this complaint, we forward this to Commerce/Evolution Bank Card and have their response below.

Sincerely

****** ****

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

EVO Payments International

 

First on behalf of Evolution Bank Card I would like to apologize for the inconvenience this has caused you.

After speaking with ***** ******, he explained in great detailed his experience with Evolution Bank Card.  He was upset with the sales reps not closing his merchant account when needed to be and also his account being charged after he notified the sales rep that he will not be doing business with Evolution Bank Card.

*** ****** was looking for $269.00 + $19.95 total of $288.95 in total reimbursement, the $269.00 is charged for time spent in getting this refund back to his account calls made to the sales rep, contacting his attorney , time submitting complaints ect. The $19.95 we was the monthly fees he was charged as per contract.

I apologized for his inconvenience explained to the merchant that, in effort to close an account, the merchant most contact customer services.

Nonetheless in good faith, the merchant and I agreed on a settlement of $144.95

This will post to the bank account on file within 24-48 hours.

Evolution Bank Card values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free call me directly at ###-###-####.

Thank you

***** ******  

 

9/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** **** told us we were under no contract and told us that our fees were ONLY $4.95. no hidden fees no nothing just $4.95 a month. and only had to do a Monthly minimum of $15.00.after signing up we were told we has to go with another company because we used the virtual terminal. when we got out bank statement we were charged $20.91 for Evolution Bankcard and $7.72 for gateway. when i asked about the charges i was told that it is the fees that have to equal $15.00, not the charges. when i questioned evolution bankcard they said "sorry for not explaining that but that's just the way it is". after trying to get in contact with **** for a week with no response. i asked to talk to a *******. Her name is *****. she kept telling me there was nothing she could do. so i said i wanted to cancel our service. after sending in the papers to cancel she informs me that they are keeping out money for 6 months to make sure there are no charge backs. she claims that we didn't send in all of our paperwork to verify all of our information. i have the proof that it was faxed and that it was received. ***** hung up on me 3 times and when i called to ask questions to another customer service rep ***** got on the phone and said" if you call back here one more time i am filling harassment charges on you, i told you that your not getting your money for 6 months and that's the end of the discussion." and hung up on me. i tried to contact **** **** again today to find out an update on the account and i was told that he is on vacation and they did not know when he would be back. the lady put me on hold and never came back. i waited for 30 minutes and then got cut off.

Desired Settlement: we would like to get the money from the people that were charged for our services. also get our money back that was taken out of our account that should not have been taken.

Business Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company. 

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”).  Commerce is a separate corporate entity from EVO, and was not registered with Visa and Mastercard at the time of contract.  As a result of not being registered, Commerce could not use its name on the Merchant Agreement, and was required to use that of EVO.

Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants.  Commerce is the first line of contact with its merchants and manages the business relationship with its merchants.  EVO merely processes credit card transactions.  Accordingly, if a merchant complains of a misrepresentation, etc. that complaint is properly addressed by Commerce, because it is Commerce’s sales person who had to contact with the merchant.  In fact, the Merchant Agreement specifically states that merchants cannot hold EVO responsible for representations made by ISOs.

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce.

We have reached out to Commerce and have provided their response below.

Sincerely

****** ****

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

EVO Payments International

 

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you.

 

After carefully reviewing your merchant account, underwriting procedure was not fully complete based on the request of the merchant. In effort for the protection of the merchant and Visa Master Card rules and regulations, identity validation is a required for all business to process credit cards. 

 

Nonetheless, the full release of the funds has been sent to your bank account ending in ****, please expect funds to post within 48-72 hours.

Please be advised your account has been successfully closed.

 

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ********************************, or you can call me directly at ###-###-####.

 

Thank you 

***** ******    

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Sincerely, ***** *********

  We received $434.00 out of $660.00 and we were also charged $27.64 on 9/* and $20.91 on 8/* for the services. i feel that we were taken advantage of. we should have gotten all the money back. I was told that it was a flat fee of $4.95. no hidden charges.. i have the email to prove it. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.




 

Business Response:

In response to this complaint

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you.

We have been in contact with the merchant; the merchant was explained in detail that all fees have been charged as per contract.

The merchant understood, and a full refund has been issued for the dispute amounts of $48.55. Please expect refund to post within 48-72 hours to bank account ending in ****.

Merchant account has been successfully closed.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ********************************, or you can call me directly at *************

Thank you

***** ******  

Commerce Payment Systems

9/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been doing business with EVO Merchant Services without customer service for many years. Due to rising costs we have transferred our business to another Service provider. We have been with another company for over three months and have been billed for two months and finally charged a $250.00 Cancellation fee. When we asked about the contract they informed us the contract is renewed automatically. Apparently, they have been renewing our contract for years without our knowledge. I have blocked them from debiting any more money from our checking account as of today.

Desired Settlement: I would like the two additional months of charges and the $250.00 cancellation fee returned.

Business Response: The merchant started processing with EVO in March 2008 for a 36 month term. The contract rolled over for one year in March 2011, again in 2012 and 2013 according to the Terms and Conditions of the Agreement.

According to the Terms and Conditions of the contract, the agreement will remain in effect for a period of 3 years and will renew for successive 1 year terms unless terminated by written notice within 90 days before the end of the initial term or any renewal term.

The merchant stopped processing in May 2013 but we did not receive notice of their cancellation until August * 2013. The account was subsequently closed on August ** 2013 and charged $250 early termination fee as there were 7 months remaining on the contract. The account incurred monthly minimum charges in June and July because the merchant did not provide written notice to close the account until August.

We therefore do not feel the merchant is entitled to any credit as the early termination charge was conducted in accordance with the Terms and Conditions of the Agreement. We have attached a copy of the merchant’s agreement.



8/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The charge back department & Fraud division of EVO has not reasonably explained why they are holding complaint# ********** in the amt 1797.62 also complaint #********** in the amt of 2941.32 we did not dispute the charge back 1797.62 this customer moved and no longer needed our services. Evo deducted this amount from our account as they should have. They are also holding an additional 1797.62 in case the customer changes his mind in the next 45 day. This makes is en-ethical if the customer changed his mind in the next 45 days they would owe us the 1797.62 so why are they holding this money the supervisor of charge backs ***** ******** can not answer that question nor can the fraud division yet they will not release the funds. Complaint # ********** in the amount of 2941.32 originally turned in for late delivery of product she canceled the complaint the same day. Her bank Suncoast credit did get the cancelation and a letter was sent saying funds would be put back into our account. However after this money was taken and held for 45 days Evo said the customer could change their mind and do another charge back so they said we needed a letter saying she would not..the customer did provide that letter to them the funds are now being held an additional 45 days. I contacted the customers bank along with the customer and was told to report this company to the ttorney generals office and I did do that today. The bank says they have done everything they could and at this point there was nothing eles they could do.

Desired Settlement: Funds to be released ASAP also for this company to answer to all the other companies it is hurting

Business Response:

The merchant received two chargebacks one for $1797.62 and another for $2941.32 both represent two different customers. When the attempted debit was made for the $2941.32 the debit was returned for NSF.  The merchant sent in a response for this chargeback and the bank was debited but the funds were not returned to the merchant due to the risk of the cardholder continuing to dispute.  We cannot determine if the customer or the customer’s bank will use the rights they have to continue the dispute in pre arbitration, therefore the funds must be held until the cycle of the chargebacks is completed and time frames have expired.  EVO is at risk for losing these funds if they are returned to the merchant since the original chargeback amount rejected for NSF and the merchant’s monthly fees have also rejected on a consistent basis.  In addition, the merchant has stopped their processing of credit card transactions with EVO.  Prior to stoppage of processing the merchant processed transactions which are at a possible risk of being chargebacks as well and due to the merchant’s history of rejects there is a possibility of loss to EVO merchants services.  Per the merchant’s contract, funds can be held due to the risk of potential chargebacks and loss to EVO.

The account will be reviewed for possible release of funds after the current chargeback time frames expire, which will be 9/**/13.

Sincerely,

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

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

EVO Payments International

8/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed on with EVO to have them process my credit cards for 2 companies. I was told that there was no contract term. When I cancelled the services because of the sale of my businesses, I was charged $295 for each business.

Desired Settlement: Refund the $590

Business Response:

This is in response to the BBB complaint from Royalty Inn MID ************

and Royalty Athletic Club MID *************

The merchant began processing with us July 2012 for a 36 month term.

We received notice to close both accounts on July **, 2013 

as the business was sold.  There was 24 months remaining on the

contract and the new owner elected not to take over

the processing on these accounts. Therefore each account was

assessed the early closure fee of $295.00 according the terms

of the contract signed by the merchant.

Nowhere on these contracts is it written nor was it implied

that there was no term on the contract.

We regret losing the accounts but the fees are a valid obligation.

Sincerely,

****** ****

EVO Payments International

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


No where on the contract was there a term implied and the person who sold the services told me that there was no term or cancellation fee unless they paid my cancellation fee with the previous company that was processing my credit cards.  I did not have a cancellation fee with the previous company, so EVO did not have to pay.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response:

As stated in our previous response, the applications had a 3 year term where if cancelled within that period, the accounts would be subject to an early closure fee of $295 per account.  However, since there was some misunderstanding

between the merchant and sales rep with regards to this portion of the contract and the reimbursement  of the cencellation fee with previous company, we have issued credit to reimburse these fees. Credit of $590 has been issued to the      

bank account on file.

We trust this resolves the complaint.

Sincerely,

****** ****

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

EVO Payments International

 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

****** ****



 

8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have two credit card processing contracts with EVO Merchant Services, the first one signed on March **, 2011, and the second April **, 2013, (this was for a swiping device to allow credit card processing on the company's Iphone). On July **, 2013, my office manager, Sandy *******, contacted EVO and spoke with ***** in customer service to cancel our credit card processing accounts. ***** indicated that she needed a fax sent to her indicating we wanted to cancel. Ms. ******* was given her fax number to send the cancellation notice, asking for a call from EVO Merchant Services if they had any questions, or need anything further to cancel the accounts. Further, at no time during this call did ***** indicate there would be any cancellation fees or address to return the credit card processing machine and cell phone swipe machine, and Ms. ******* did not ask either. We both believed everything was done with EVO. Thereafter on July 16, 2013, EVO Merchant Services electronically removed $1,525.25 from the business checking account. On July 16, 2013, I contacted EVO Merchant Services asking why this amount was removed from my business account and was advised the contracts signed by myself allowed them to do this. Upon my office manager's return on July 17, 2013, she called and spoke with ***** and requested the funds to be returned. Ms. ******* also indicated we had a one year contact with EVO and ***** requested a copy of this letter. Ms. ******* sent a fax to ***** requesting the funds and sent a copy of the letter. ***** indicated she would speak with her manager and call either myself of Ms. ******* back the following day. No call came. Ms. ******* then called and was advised by ***** that EVO would waive all fees and return them to my account in 30 days only if Prestige Floors agreed to return as their customer. ***** also indicated that pursuant to the Terminal Placement Agreement we had ** days to return the equipment or it was considered purchased by us, as part of the funds removed where for the equipment. Ms. ******* then requested to speak with their manager and was transferred to ****. **** indicated that if Prestige Floors returned as their customer, and they saw that we were processing by credit card, the funds would be returned within 30 days. Ms. ******* told **** that this practice was extortion. Ms. ******* indicated to **** that we had a one year contact which terminated on March **, 2012, and we were a month-to-month customer. **** informed Ms. ******* that under the Terms and Conditions we reverted back to a full three year contact. Ms. ******* explained we had to Terms and Conditions attached to the contract sent by EVO, wherein **** indicated our fault for not calling and requesting the missing pages. The Merchant Agreement said page 1 of 6, page 2 of 6 and then the remaining pages, Terminal Placement Agreement, Cancellation Reimbursement Agreement, Letter guarantee their rate for a three year period, Letter from EVO confirming that Prestige Floors will have a one year contract with EVO, Price Protection Certificate, and Blank Notice of Cancellation of Bankcard Processing Account form, 6 pages in full. The contract signed April **, 2013, for the phone swipe was a two page Merchant Application, Terminal Placement Agreement, Request for Taxpayer Identification Number and Certification, Payware Connect Terms of Service, Payware Connect month-to-month Gateway Billing Agreement; and Price Protection Certificate. NEITHER CONTRACT CONTAINED THE TERMS AND CONDITIONS EVO SAYS ARE IN EFFECT. Ms. ******* called back and requested the address to send their equipment. They refused to give her an address, indicating I purchased the equipment. The machine and phone swipe was sent back to their New York address. On August *, 2013, Ms. ******* called EVO and requested the full contract signed on March **, 2011. We immediately received by email the contract signed on April **, 2013, WHICH NOW INCLUDED 3 PAGES OF EXTREMELY SMALL PRINT (PAGE 4 OF 6, 5 OF 6 AND 6 OF 6) - NO PAGE 3 OF 6, WE HAVE NEVER SEEN THIS. Ms. ******* called ***** again to try to resolve this matter and explain again that we have never received Terms and Conditions of the first contact, and we were under the impression the terms and conditions was the paragraph saying "I/We understand and agree to the following: ...). and just now received Terms and Conditions for the 2nd contract. Further Ms. ******* explained that on the April **, 2013 contract it states "If Merchant submits a transaction hereunder, Merchant will be deemed to have accepted the Terms and Conditions of the Merchant Processing Agreement.) I never have processed with the phone swipe machine. EVO Merchant Services takes no responsibility for the fact that they neglect to send the Terms and Conditions with their contracts to the consumer and use extortion tactics to get monies refunded.

Desired Settlement: Inasmuch as no Terms and Conditions where ever provided when contracts were signed, and no processing was done to make the second contract valid, a refund in the amount of $1,525.25 forthwith.

Business Response:

In response to the attached complaint, we regret the difficulties the merchant experienced with her processing account.  Application copies including the terms and conditions are typically provided to our merchants by the sales representatives, and by request from our company.

We received written notice to cancel their account MID ************ on July **th 2013 after processing with us since March 2011. At the time of the application, the merchant was provided with a letter stating that this account was a one year contract. At no time did the letter state nor was it implied that after one year the account would revert to a month to month contract. The account then rolled over in March 2012 for one year and again in March 2013 for another year. The merchant cancelled the account with 8 months remaining on the contract and was therefore charged $295 early termination fee in accordance with the terms and conditions of her contract.  We will, however, credit back the $295 early termination fee payout we charged the merchant.

With regards to the equipment, the merchant stopped processing with us in mid April 2013 (3 months before we received the cancellation notice). The equipment was returned on July **, 2013. The equipment was tested and it was found that the terminal has lost its programming. However, in good faith, we shall credit the $520 equipment charge back to the merchant as it is now in our possession.

The IPhone account MID ************ was activated in April 2013 and was cancelled on July **th 2013. Therefore the early termination fee of $295 was charged as well as $120 for the IPhone sleeve according to the terms of the Terminal Placement agreement signed by the merchant and the processing agreement.

To recap, we will credit $815 to the merchant account for reimbursement of a portion of the fees.  We trust this resolves the complaint.

 

Sincerely,

****** ****

VP Client Services

EVO Payments International 

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Found Commerce Payment Systems or Evolution through a ****** search. Amazingly they ALWAYS were in the TOP 3 for service, quality, rated TOP notch in just about EVERY category! After speaking with Customer service Rep ***** *******, I felt very good about saving money by switching to Evolution . So very far from the TRUTH! It all sounded EXCELLANT with .10 swiping fees and LOW credit card processing rates. After 1 month of evolution Processing for us , I was quick to notice EVERTHING ***** said was a COMPLETE LIE! Somehow they set me up with 2 Accounts! So I had Double FEES , which is quite amazing considering for a company that CLAIMS NO MONTHLY FEES! For the Month of July Evolution debited to amounts : $118.95 and $114.21 for a total of $233.16 I had just over $4,000 in credit card sales , so Evolution THE LOWEST RATES IN THE INDUSTRY charged me over 5.8% !!! Wow, how did we go from 0.25% - 1.40% to 5.8%? SCAM that's how! After ***** ******* set me up , I have tried to contact her SEVERAL times phone and email, shockingly she was no where to be found! I called customer service to get cancellation forms waited well over an hour, only to be told that " right around 5% is a GREAT price and very low " . I checked my previous months to see how much I spent on credit card processing. In the month of December we had $ 3,421.07 in credit card sales and my TOTALL was 61.64 and that's with monthly fees! I also cannot get confirmation that my accounts have been closed. I have faxed in Cancellation Forms that they requested from me. I have been trying to CLOSE BOTH ACCOUNTS for weeks now!

Desired Settlement: REFUND because this company is Fraudulent . Never should have had 2 accounts and the numbers are NOTHING LIKE what They said they would be. SCAM Please CLOSE BOTH ACCOUNTS ASAP # **************** and the SECOND account ****************

Business Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company. 

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”).  Commerce is a separate corporate entity from EVO, and was not registered with Visa and Mastercard at the time of contract.  As a result of not being registered, Commerce could not use its name on the Merchant Agreement, and was required to use that of EVO.

Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants.  Commerce is the first line of contact with its merchants and manages the business relationship with its merchants.  EVO merely processes credit card transactions.  Accordingly, if a merchant complains of a misrepresentation, etc. that complaint is properly addressed by Commerce, because it is Commerce’s sales person who had to contact with the merchant.  In fact, the Merchant Agreement specifically states that merchants cannot hold EVO responsible for representations made by ISOs.

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce. 

However, In an attempt to resolve the complaint, we have reached out to Commerce and can provide their response below to the complaint.

Sincerely,

****** ****

VP Client Services

EVO Payments International.

 

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you.

All rates and fees are charged as per contract. The qualified rate on credit card is 1.40% and the debit rate is 0.25%, there are surcharges if and when rewards and business cards are processed. These rates are in addition to the qualified rate as labeled in the contract.

In reference to the overall percentage based on your calculation, please keep in mind that you are not including transaction fees, batch fees, monthly min or your statement fee.

Nonetheless in good faith a refund will be issued to both accounts of $125.00. totaling $250.00. Please expect refund to post within 24-48 business hours.

Both account will be closed as per your request and no other fees will be withdrawn from your bank account.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ********************************* or you can call me directly at ###-###-####.

Thank you

***** ******  

 

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

I am still getting emails requesting Cancellation request, AFTER response from BBB . ? I have faxed BOTH Cancellation Requests SEVAL times, 7 times to be exact, I still don't know if my accounts were CLOSED or not.  Both accounts should have been CLOSED July, *, 2013 ( that's the first time I faxed in my Cancellation Requests .) I am also not seeing deposits for  $125.00 and $125.00 as promised. I would like to know WHEN my accounts were CLOSED if at all, the longer the accounts stay open the more FEES I will have to pay.

Below is the most recent  email

be advised there are certain proper procedures that must be completed on your end in order to proceed with the Cancellation Request.

 

Please review and complete the attached Cancellation Form in order to proceed with the Cancellation Request of the Merchant Account.

 

Complete the cancellation form accordingly and submit via fax/email:

 

Fax: ###-###-####

Email: **************************************

 

Be advised the account will NOT be closed unless the Cancellation Form is received.

 

If you need further assistance, please contact Customer Service: ###-###-####

 

Thank you,

 

 

Cancellation Department

Commerce Payment Systems

**** ******** |******** ** *****

P: ###-###-#### |F: ###-###-####

E: **********************************

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ** *****




 

Business Response:

Regarding the attached complaint, I am forwarding the response  from Commerce Payment Systems.

Sincerely,

****** ****

VP Client Services

EVO Payments International

 

After carefully researching your merchant accounts we can report the following: On merchant account ending in **** the full $125.00 refund was successfully refunded on July ** 2013. (Please see attachment)

On Merchant account ending **** I see that you had processed credit cards up to July ** 2013. The refund was issued for $125.00 but the fees for processing up to July ** 2013 were paid off by the refund which the net balance was deposited of $82.79. (Please see 2nd attachment)

Both merchant accounts are closed based on the BBB complaint so you can disregard the request for a closure letter. You had mentioned you sent in the cancellation 7 times prior July *, but there is still processing up to July ** 2013. Please be advised both merchant accounts are successfully closed.

In reference to the funds not showing up to the account, please speak to your bank. They have been issued over 5 days ago. Please see the statements as proof of the refunds being issued.

Thank you

***** ******  

v  

8/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Electronic Debit of funds with out my knowledge. EVO withdrawing a large cash reserve suddenly from a my checking account. Below is a copy of my June *** letter that I sent to EVO Merchant Services. Account set up May **** 2013, letter sent and confirmed received by EVO June ***. June *, 2013 To: *** * ****** Fr: Cherry Pickers DBA Merchant ID: ************** Please use the following statement as my formal request to terminate my 1 year contract with EVO Systems under the notion that account rep ***** ******* failed to provide the services that the client (Cherry Pickers DBA) perceived he was getting. I also want to state that ***** failed to provide me a copy of the contract. This statement is also a request for an immediate forwarding of my contract to email address ***********************. Failure to do so will only compound *****'s failure as an EVO systems account rep that is capable of explaining EVO systems services to the layman. Prior to signing anything (again ***** did not provide a copy of contract), ***** quoted me .79% for check cards and 1.55% for credit cards, .20$ per transaction with a minimum of $25.00 is sales a month. I keep saying $25.00 because and not $20.00 + the additional $5.00 because I'm still not clear on what that fee is for. ***** failed miserably in explaining the minimum charges. I believed it to be just that, minimum a $25.00 a sales a month, NOT a minimum of $25.00 of fees accrued through sales volume. There is no way that ***** could not have known that I was referring to $25.00 in total minimum sales and not $25.00 in accrued fees. I asked ***** to come in the week of May to set up the machine and she did so on May ****. After she set up the machine and explained how it worked, I stopped her short in the doorway of my store and reminded her several times to NOT charge me your monthly minimum for May because the month is almost over and it is unlikely that I would meet the minimum for the month in so few days. On June *** my checking account was debited $30.32 for the month of May even after I specifically called ***** out to make sure that doesn't happen. On 06/**/13 *** * ****** explained those fees to me without satisfaction on my part. There were some batching charges that I never even knew existed. I am requesting immediate credit for the $25.00 that was taken out of my account without my permission and after I asked ***** to make sure it didn't happen. EVO systems has no right to steal my money and use if for their own cash flow purposes and make me wait an entire billing cycle to get it back. My name is ******* ** ****** **, I have a BS in Labor and Industrial Relations and my MBA, and this experience I've had with EVO Systems that is barely a week old at the time of this writing, is the absolute poorest customer service (after the fact because of *****) I ever had in my career. To recap, please use this statement to: 1. Terminate my contract with no early termination fees 2. Inform me of exactly when the contract will end, a specific date please. 3. Immediate reimbursement of the $25.00 that was stolen from my checking account and when I should expect to see it credited back to my checking account. 4. Inform me when a rep will be in to pick up your Hypercom machine. Sincerely, ******* ** ****** **

Desired Settlement: I am seeking a grand total of $405.90 which comprises of a cancelation fee of $395.00 and $9.90 of fees charged for June 2013. The cancelation fee was exactly what I was trying to avoid as stated in my letter. EVO failed to respond to my requests and just canceled the account without my knowledge. I specifically requested to be informed of the cancelation. My statement letter was confirmed received June *** 2013, but my account was not canceled until june ****, I was not informed, an

Business Response:

In response to the attached complaint, we  had correspondence with *** ****** however, he was not satisfied with our response.  We had forwarded a copy of this contract to him, copy attached.  The contract outlines all applicable fees including the monthly minimum fee. To resolve the issue with the monthly minimum, we had previously agreed to not assess this fee to his June bill. 

We had closed his account in June 2013, based on his written request received June ***. The contract was signed on May ** 2013 and subject to an early closure fee if closed within the first year. The $395 early closure fee is valid and will not be refunded.  His June statement, attached, includes his processing fees billed in accordance with his contract since he did have activity for the month.  He was advised he may keep the credit card terminal that was provided to him.

We regret that the merchant was not satisfied with the sales agent or services provided, however,  we feel that we did make allowances on his fees and attempted to work with him to resolve his complaints.

Sincerely,

****** ****

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

EVO Payments International   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

EVO's BBB response to my complaint is invalid because it did not address what I was requesting.  I made clear and concise requests that EVO simply failed to respond to.  Aside from the early termination fee that I was trying to avoid as stated in the request, EVO didn't respond in any way to the lesser subsequent requests such as:

notify my when my account will be shut off.

not charge me the associated fees because I was dissatisfied after 7 days of service.  Annul the contract is what I was trying to do. 

what to do with the credit card equipment.

 

As stated in my letter to EVO, EVO shut the account off with early termination fees without notice.  I was not requesting that. 

Specific debits were not addressed specifically the $25.00 min. fee for May 2013.  My account was set up on May **** 2013 and I told the sale rep to NOT charge me the minimum for may. 

 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

We regret ****** was not satisfied with our response and handling of his request but our position remains the same.  A response to his specific issues is below:

- ** ****** sent in a closure request to cancel his account. This was processed in the month it was received. We had advised him verbally we would be closing his account.
- We charged him the fees in accordance with his contract and as such, are not in a position to waive these fees. As a courtesy, we did waive the monthly minimum fee for June.
- He was advised he may keep the credit card terminal or dispose of this.
We trust this addressed his complaint
Sincerely,
****** ****
** ****** ********
EVO Payments International 
       

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

EVO appears to be intentionally avoiding the contents of my letter in their BBB responses.  EVO told me that I had to write a letter stating why I want to cancel the account.  I did that, but they did not address the contents of the letter.  Two things were clear in my request letter and it was a request, not a demand.  Anul my account, not charge me fees on the basis I was misinformed by the sales rep, and to be notified when the account will be canceled.  I was clear that I was not requesting and all out cancelation with fees and I surely requested to be informed and have the email correspondences to prove that.   EVO did not provide any responses.  I found out about the cancelation ONLY when I noticed the large debit from my checking account. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

7/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: after trying and failing to provide me with a credit card processing system, this company billed and debited 2 fees - one for $20, and another for $19.95, and a third party supplier that this company said I HAD to have debited another $1.33 for SERVICES THEY WERE UNABLE TO SUPPLY.

Desired Settlement: A full refund of ALL funds associated with trying to do business with them. I'd also like to be reimbursed for the sales I lost due to their incompetence AND pay me my usual wage for the days I wasted trying to get their system to work and now the time I'm spending to try and get a refund, although I'm sure this will not happen.

Business Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company. 

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”).  Commerce is a separate corporate entity from EVO, and was not registered with Visa and Mastercard at the time of contract.  As a result of not being registered, Commerce could not use its name on the Merchant Agreement, and was required to use that of EVO.

Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants.  Commerce is the first line of contact with its merchants and manages the business relationship with its merchants.  EVO merely processes credit card transactions.  Accordingly, if a merchant complains of a misrepresentation, etc. that complaint is properly addressed by Commerce, because it is Commerce’s sales person who had to contact with the merchant.  In fact, the Merchant Agreement specifically states that merchants cannot hold EVO responsible for representations made by ISOs.

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce.

In an effort to resolve this compaint, EVO has reached out to Commerce and can provide the following response.

Sincerely

****** ****

VP Client Services

EVO Payments International

 

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you.

All rates and fees have been charged as per contract. Both contracts signed and agreed by the merchant have a $15.00 monthly min and al $4.95 gateway fee/statement fee.

Nonetheless a full refund has been issued for the dispute amount. Please expect refund to post within 24-48 hours

I personally contacted the merchant and apologized for the inconvenience, explained the contract, and advised that in good faith refund will given and should post within 24-48 hours.

Both Merchant accounts will be closed and no further fees will be withdrawn from your bank account.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ********************************, or you can call me directly at ###-###-####.

Thank you

***** ******  

  

7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is taking fradulant un-authorized charges out of my business bank account. This company is a scam. They are rude can't get an accurate answer from them, no one calls you back. This is the second month in a row that I have had unauthorized transactions on my account(June and now July). There will not be a third time.

Desired Settlement: I want my money re-imbursed and to end our business relationship. They can have their credit card processing machine back all they have to do is issue a call tag for it through UPS or FEDEX. I want this to cease and desist on their part. My bank has been notified of these fraudulant charges and they are watching for future charges. They have all bank financial information and I don't want to deal with them any longer.

Business Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company. 

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”).  Commerce is a separate corporate entity from EVO, and was not registered with Visa and Mastercard at the time of contract. 

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce.  We have reached out to Commerce in an effort to resolve this complaint and this is their response:

In response to the recent complaint , we apologize for any inconvenience the merchant may have experienced.

The monthly fees the merchant was billed are included in her contract.

The merchant opened her account with us in May 2013 but closed her bank account soon after so we were not able to collect any fees.

As a courtesy, we have sent her a cancellation form to close her account and a shipping label to ship her terminal back. 
No credits will be issued because we were not able to collect any fees on her account.

 

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ********************************* or you can call me directly at ###-###-#### and ask for me by name.

Thank you

***** ******

 

Consumer Response:

Evolution Bank Card
 
******* ****** [************************************]
 
 
 
They never sent me the agreement. I signed paperwork online where they told me to sign and never sent me the agreement afterwards.  I did not agree to the charges the sales rep **** ********* verbally told me that there were not going to be charges for 6 months only the credit card transation fees. 
 
They just continued to take money out of my account. My bank has froze them from taking money out of my account. I got a call from the customer rep that was handling my case after I had turned them into ********** also. My bank is the one that did the chargebacks on the fradulant charges not this company and they are now angry calling me and using vulgar language on the phone because I will not do a rebuttal on the complaint. He said "Just do the ****** rebuttal.  I will not do a rebuttal because I do not want another consumer to be treated the same way that I was treated. I will file the complaints with different companies if you dismiss the case. This company is very misleading, rude, and lacks common business ethics.
 
I am a small business and feel that I was mislead and will not tolerate ths nonsense.
 
******* ******
******** ******* ************
 

Business Response:

I have provided the response from Commerce Payment Systems, DBA Evolution Bankcard below.

****** ****   

VP Client Services

EVO Payments International

 

 

 

This is in response to the follow up complaint. We wish to assure you we are taking this complaint seriously and are actively monitoring the sales tactics and telephone conversations from this sales representative. This is not the manner in which we wish to conduct business.

 

All fees charged to the account were rejected by the bank and will not be pursued by us. We have also the closed the account to any future billing.    

 

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at ********************************, or you can call me directly at ###-###-#### and ask for me by name.

Thank you

***** ******  

6/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sales rep for this company explained the fees to me saying there would be no PCI fee and only a 1.59% charge for each transaction that also included the interchange fee. I double checked with him multiple times that this would be the only charge. Come to find out, the 1.59% was on top of the interchange fee and there was a 99.00 PCI fee. I was also charged 4.95 for a statement when my contract clearly said there would be no charge. When I call the rep back for clarification on the charges, he would never call me back. I have called three times to get a refund and have yet to receive it and it have been well over a month. I cannot get a straight answer out of any customer service rep as to how long it will take. I was lied to from the very beginning with this company. I also called the beginning of May to cancel my account. I had to fax in a cancellation form. I called back on the **** of May and was told they had not received the fax and my account was still active. I refaxed the form, called the next day to confirm. I called again on June ****, was told the account was canceled, but not when. Still not sure when I will get the refund.

Desired Settlement: I would like the 4.95 back for the statement charge as well as the 99.00 back for the PCI fee that I was told there would not be.

Business Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules.  In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard.  If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company. 

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services.  One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”).  Commerce is a separate corporate entity from EVO, and was not registered with Visa and Mastercard at the time of contract.  .

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO.  Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce.  We have reached out to Commerce in an effort to resolve this complaint and this is their response:

 

First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you.

Please be advise notifications were placed within your merchant statement in reference to the $99.00 PCI compliance fee. Also the $4.95 statement was entered in to the system in error, we do apologize for this.

Please be advise refund has been issued for the dispute amount of $99 +$4.95 = $103.95

Please expect refund to post to your bank account within 24-48 hours.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at **************************************, or you can call me directly at ###-###-#### and ask for me by name.

Thank you

***** ******  

 

 

Consumer Response: 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 and the matter has been resolved.
I would hope that any ISO the EVO contracts with will be better regulated and give potential customers correct information in order for this not to happen to someone else in the future.

Sincerely,

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



 

6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Terrible handling of personal information... and they claim "processing more than 400 million transactions annually" yet, they cannot process a single application with personal information more securely.We are extremely concerned with the way they've handled the electronic communication of our sensitive personal and business information. We feel as if we are going to get scammed! As a result of the terrible way they handled the electronic distribution of our personal information, on May ****, one day after we placed an order we canceled in writing, yet they charged our credit card for the $95.00 product fee. I also find it incredibly disturbing that phone calls and emails to Evolution Bank Card have gone unanswered.

Desired Settlement: $95.00 refund

Business Response:

We had forwarded the complaint to Commerce, DBA Evolution Bankcard for research into the issue and a resolution.  The merchant was charged $95 for equipment and $20.15 for monthly processing.   Upon receipt of cancellation, a credit was processed for $20.15 for the monthly processing fees and $95 was refunded back to her credit card.

We regret that she was unable to reach anyone concerning her account. The office is open Monday thru Friday 8:00 am to 9:00 pm with a staff available to answer any phone calls.  In addition, policies are in place to protect personal information and the company is subject to periodic  audits to ensure compliance to policies.

We trust this resolves the complaint.

Sincerely,

****** ****

EVO Payments International

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Yes,  all monies were refunded, but they did absolutely nothing to assure us that the sensitive information sent to them was destroyed by all recipients that they forwarded via email.

  As mentioned in my original complaint, the REASON we did not move forward with Evolution Bank Card is because of the improper handling of our confidential and sensitive business information, which, by the way, this group is responsible for the processing of peoples credit cards.

Just to make it very clear, our data was bounced around to several different companies, I guess, within in the Evolution Bankcard organization, and to many different people, in many different departments.

  To further complicate the situation the person who contacted me regarding this complaint in hopes of resolving it wasn't even familiar with the name of the sales office that originally processed our paperwork... returning monies owed us was just a portion of the complaint registered with the BBB.

  I have since filed a complaint with the Office of the Comptroller of the Currency - U.S. Department of Treasury. So, NO I do not accept this as resolved. I would like in writing from that company assurance that our business information we provided was destroyed.
]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ********




 

6/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled our contract within the 90 day trail period, was charged 497.00. We have a statement from the company (EVO) that if we cancel within that there would be no penalty implemented. Called several times to the company to have them release those funds, which they keep saying they did. However almost 5 days later we have yet to receive those funds. Because we weren't told about this "hidden" charge, it has sent our bank account into shambles.

Desired Settlement: Refund of 497.00 plus overdraft fees.

4/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On August ****, 2010 a representative from EVO Merchant Services called ****** ***** walked into my business and offer their services to me. I explained to him the financial business situation and why i couldn't sing a contract with them nor either a contract for 3 years. I explain that i was happy with the company i had at the moment and if i was thinking to close the business location i would not have any trouble closing my account with them. This sale representative kept insisting and pay couple of visits and he agree to do a 1 year contract and better rates which he wrote in my contract after he has faxed to the company the regular contract without the adjustment done and he said we will take care off. When i was closing my location in September ****, 2011 i start contacting all the vendors i wouldn't be needing their services anymore because i was closing my business location and i will be running business on line and from home. My surprise then was to find out that they wouldn't close my account without charging the $295 cancelation fee even though i agree to return the credit card machine. I had contacted *** ****** ***** and explain to him what it was happening and he said to me that he will be taking care that issue with the company and get back to me to set a day to meet and give him back the credit card terminal machine. I agree to him on that last phone call to keep paying until the year expire and then i will be canceling the account which i have not able to do so. I never heard back from him and i decide to call back again many times through the year which i have been getting charged $15 a month for a service i am not even using. They even raised last year on July 2012 their monthly fee to a $17 per month so which implied i had paid over $300 and still have not been able to get EVO company made *** ****** ***** return my call or their call to take care this matter. Last week on April ***, 2013 i made another phone call and spoke to a representative from EVO and explain the situation and follow her instructions and e-mail to cancelation account copy of my contract, the letter from the Landlord from the location where my business used to be and the letter where i was explaining the reasons why i needed to close the account with them with out getting charge the $295 cancellation fee. My contract based on what they are saying expire this coming August **** 2013. Based on what *** ****** ***** wrote in my contract suppose to expire in August ****, 2012. The company receive my papers as i was instructed to e-mail them by their customer representative to do and instead of them calling me and try to get this issue solve they went and charge me on top of all the money i already had paid every month another $295 on April ***, 2013. I had file a claim with my bank to refund this $295 charged on my account and they will refund the $295 back in my account this week, but i need to stop the company from future withdrawing money from my account and make *** ****** ***** accountable for what he promise me from the beginning in my contract and have the EVO Company refund the money they had pull every month from my account and make aware to the EVO company what this sales representative is doing in order to convince people to sign contracts with him. I will be waiting for your response on this matter and I truly appreciate all the help in advance that you could give me on this matter. Sincerely, **** ** ****** *********** ** ***** * ********** ###-###-#### ***************************

Desired Settlement: Stop this sales representative of doing what he did to me and the company to refund the additional money i should not had paid if they would of valid what *** ****** ***** wrote in my contract! Make him responsible of what hi promised and finally fix this issue!

Business Response:

We have reviewed the merchants complaint and can report the following. The contract we have on file is a 3 year contract with successive annual renewal terms, as is standard with our contracts.  If the independent sales representative indicated something different on their copy,  we  were not privy to this.

We did charge the early closure fee of $295 however, their bank rejected this and we were not able to collect these funds. Since the merchant was able to provide some documentation and due to the issues experienced, we have agreed to waive the fee and will not pursue collection efforts on the early closure fee.

We trust this resolves the complaint. The merchant account has been closed.

Sincerely

****** ****

VP Client Services

EVO Payments International 

 

Consumer Response: 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 and the matter has been resolved.

Sincerely, 

******** ** ****** 


 

4/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: EVO Risk Assessment, held $22,000 + funds from sales we made for more than 7 days and when confronted they released $16,000 +. There were still held funds of over 5,000 that they are now claiming is theirs from some error in deposit transactions from 2003. They state they triplicated an ACH Deposit to our business account in Feb of 2003????? We have been processing seasonally with them since this date and they have never made any claim since then. This is stealing and or a scam. They tell me I have to produce bank records from those dates to show that the deposits weren't triplicated. I have requested their bank records showing that their account was debited in triplicate. All I get when I talk to them is a run around and I am the one who will have to prove their error.

Desired Settlement: Deposit the funds that legally belong to us from our customers making purchases using credit cards. If they have a dispute then they need to contact us to resolve, not steal our money.

3/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I own and operate a dance studio (by myself) ****************** (******* ************* ****** ** *****) and I have been in business for 8 years now. I started accepting credit cards but found the entire process extremely expensive and so little by little I started cutting back on credit card use, asking customers to pay by check or cash, and then I bought out the equipment, and then finally found a different company to work with that was cheaper. One salesman specifically told me that this service EVO was the cheapest ... only to find out that now that I am discontinuing this service I am once again locked in to a 3-year contract. This service is turning out to be the MOST expensive service and without any charges I am watching them charge me $13.00/month for the next year. I now use "**********" which gets plugged into my iphone and I charge the customer the 2.75% fee (which is now legal). So I now do not pay for credit card services at all. Except I am trying to find a way to fight this $13.00 payment every month. Can you help?

Desired Settlement: To have the company discontinue the $13.00/month now.

Business Response:

 

We have reviewed the recent complaint and can advise of the following. The merchant entered into a 3 year contract in December 2011. The term of her contract ends December 2014. If she closes her processing account  prior to the end of her term, she is subject to an early closure fee of $295.00 as indicated in her terms and conditions.  If she does not close her account, she is responsible for all monthly feels billed until her account is closed.

 

We regret that she was not satisifed with the fees on her contract and cost of accepting credit cards. As a courtesy, if the merchant forwards us a written cancellation request before the end of April 2013, we will credit her for the monthly fees from February up until April. We will do this by reducing her early closure fee by those amounts. She can fax this to ###-###-####.  However, if she does not forward us a written closure by the end of April 2013, she will continue to be billed the monthly fees.

 

Sincerely

****** ****

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

EVO Payments International        

3/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The EVO merchant's representative (**** ******) came into our salon and took our debit card machines and said we had to pay him $500 to keep machine or give them back to him! this would have left us without a machine or we would have have to pay $250 to cancel our service with EVO. He came in without calling first or anything just came in our salon full of customers cussing and ranting and raving til we had to call the police. He cussed in front of them and our clients and was getting very angry . we told him we would look into it but that he could not have the machines . The officer there told him to leave. **** ****** left very mad and angry . He came back the next day and he demanded them again. The White collar crimes unit investigator at our local sheriffs office said he had just got out of jail a few weeks prior and had arson on his record and also disturbing the peace charges as well as others. For fear of our safety we gave them to him because he was cussing again and very angry. our clients were very uncomfortable and felt unsafe. We were then left without a debit machine but still having to pay monthly fees and then told they would send to collections if we did not pay the $250 cacellation fee however no longer had the machine. **** also told us he would get us out of the contract and or help stop the fees and we never heard from him. However on our contract it is marked that we "purchased" the machines from EVO. we were also told it was a 2 yr contract and it turned out to be a 3 yr contract. Due to not having card machine which is what our main form of payments are we had to get service elsewhere .

Desired Settlement: it is wrong to be charged the $250 FOR CANCELLATION WHEN WE DO NOT EVEN HAVE THE MACHINES! AND THIS WAS POOR TASTE IN HOW IT WAS DONE IN OUR SHOP IN THE MIDDLE OF THE DAY . WE WAS THIS RESOLVED AND NOT SEND TO COLLECTIONS . THERE ARE 2 MACHINES ****** **** ******* ********** ****** ***** *** **** ****** ******** ********** ****** *****

Business Response:

 

We have reviewed the recent complaint regarding the sales reps behavior and fees billed on the processing accounts.   EVO Payments International does not condone this type of behaviour from our independent sales representatives and we apologize for the events that transpired.

The agreement and pricing on credit card terminals is between the merchant and sales rep and is not part of the processing agreement. However, in light of the circumstances,  we certainly understand that if the sales representative did remove the equipment from the merchants location, the merchant would not be able to process.  As a result, we are waiving the fees owed for the early closure fee as well as the monthly fees for the past 3 months.  Since we were not able to collect these fees from the merchants bank, we have removed them from this obligation and have ceased collection attempts.

We regret this situation occured and trust this resolves the complaint.

Sincerely

****** ****

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

EVO Payments International    

3/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early May of 2012, I faxed a letter requesting that my EVO contract be cancelled. It wasn't until recently, while getting tax work together, that I realized we are still being billed.

Desired Settlement: We are requesting a refund of all fees since June of 2012. Additionally, our contract expires March 23, 2013, WE WANT IT CANCELLED IMMEDIATELY (AND FOR IT NOT TO ROLLOVER.)

Business Response:

We have no record of receiving a written request for cancellation from the merchant.  In addition, since the agreement had a 3 year term starting March 2010, if the merchant cancelled prior to the end of his contract in March 2013, they would have been subject to an early closure fee of $250. Since we did not receive written notification, the monthly fees billed are valid and will not be refunded.  As a courtesy, since the 3 year term expires this month, we will waive the 90 day required notification not to renew and accept the notice to the BBB as his request to cancel.   

If the merchant can provide proof of cancellation from May 2012, in the form of a fax confirmation with the letter, we can adjust the difference in monthly fees billed less the $250 early closure fee that would have been assessed for cancelling prior to the end of the term.

 Sincerely

****** ****

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

EVO Payments International

 

   

3/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: THIS COMPANY AND ITS SALE REPS HAVE MISINFORMED,MISLEADING INFORMATION IN REGARDS TO CANCELLATION OF SERVICES. THIS COMPANY CREDIT CARD SERVICES HAVE BEEN CANCELLED FOR OVER A YEAR WHEN COMPANY CLOSED AND THEY CONTINUED TO DEBIT ACCOUNT FOR MONTHLY FEES. WE HAVE STOP PAYMENT ON MONTHLY DEBITS FOR FEBURARY 2013, AND WILL STOP PAYMENT ON A CANCELLATION CHARGE OF 250.00 ON 03-05-2013.EVO HAS DEBITED ACCOUNT WELL OVER 500.00 SINCE INTIAL CANCELLATION.

Desired Settlement: REFUND OF MONTHLY DEBITS SINCE LAST USE OF THEIR SERVICES,OVER A YEAR AGO. AND TO CANCEL ALL FUTURE DEBIT AND BUSINESS WITH EVO MERCHANT SERVICES.

Business Response:

We have reviewed the merchants complaint and can report the following.  The merchant entered into a  3 year renewalable  contract in May 2010. The terms of her agreement include an early closure fee of $250 if the account is not closed in accordance to the terms of the agreement.  In reviewing the account we show the merchant processed  though July 2012.  He contacted EVO in August 2012 to advise of cancellation and again in February 2013.  No cancellation letter was ever received from the merchant although he was advised of the cancellation procedures.  The merchant’s account was closed when funds were rejected due to his bank account closure.  The merchant was billed the Early Cancellation Fee in accordance to the terms and conditions of his contract, of which he was made aware of in his calls to customer service.  In addition, he was billed his monthly fees through February 2013 since he failed to forward a written request for cancellation.  

 

Since we were unable to collect on the amounts due, the merchant’s account was referred to a  3rd Party Collection Agency. He is responsible to the collection agency for the balance due.  He may contact either our Loss Recovery department or Customer Service should he have any further questions.      

 

 

Sincerely

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

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

EVO Payments International

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved becaus

EVO business practices are decieving and misleading. I will again stop payment on any funds transfer to this company!

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******** 




 

3/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke to ***** at EVO and let them know that I needed to shut down my service. At the time I asked to discontinue my service the only thing I was told by ***** was that I needed to box up the card reader and send it back to EVO, which I did. EVO provided no other information. A few days later I received a letter stating that EVO had debited my bank account $295.00 as an early termination fee. If I had known that I had the option to keep the service for another six weeks so I didnt have to pay the early termination fee I would have waited but I was never told about the fee over the phone or otherwise. I spoke to ***** several times to no avail. EVOs position is that they have no duty to inform me that they would be debiting my bank account without my knowledge. I believe that taking my money without my prior permission is theft and is against the law.

Desired Settlement: I would like a refund of my $295.00 to my bank account and I believe that EVO should be required to notify their customers of this fee upon notice of cancellation. This is a dirty business practice designed to take advantage of customers who are discontinuing service.

2/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We continually receive annoying phone calls from Derby, CT. Phone number is ###-###-####. I am sure it is a scam operation trying to get people to sign up for their "Merchant Services" and I want them stopped.

Desired Settlement: Stop these people from calling me.

Business Response:

After speaking with this merchant is has been determined that EVO not the company this complaint is lodged against.  The number the merchant gave is disconnected and she did say the caller ID had “Merchant Services” however there was no mention of EVO.  The merchant does not have an account with EVO at this time. 

 

Sincerely

****** ****

VP Client Services

EVO Payments International

2/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My company, *** ********* ****** *** organizes the **** ********* **** ******** on March 9th 2013. Similar to other events, we have a clear "No Refund, No Transfer" polic y (***************************************) in place because fees such as permits, insurance, event shirts, etc. are all paid upfront. Additionally we have links to the policy from the online race registration form (**********************************************************), the "Register" page of the website (*********************************************) and from the FAQ (************************************) to ensure that a racer will see this policy before they register for hte event. Given this, we were surprised to see a a letter in the mail from Chargeback Processing Center from Merchant Services Inc. (EVO) telling us that a racer's request for reversal of race payment has been approved. The letter also claims that the racers has contacted us but she never did. Per the clear policy we have in place, the reversal should not have been approved.

Desired Settlement: Given that we have a clear policy in place, and this is the industry standard for all events of this type, and that the racer could not have registered for the event without understanding the policy, I would like to request that the racers request for refund be denied and the payment of $74.44 to My company (*** ********* ****** ***) be reinstated. Here's the information Merchant Services Inc. (EVO) needs to pull up the case: ***** ** ********** ******: $74.77 Original Ref No: ******* Case No: ********** 1 0 Posting Date: ********** Adjustment Date: **********

Business Response:


The cardholder advised the card Issuer that they cancelled the services of this merchant four days after the transaction was made.  The card issuer exercised their right of chargeback based on the rules set forth by the associations (Visa, MasterCard, Discover). The cardholder’s are given the right to dispute billing discrepancies due to Fair Credit Billing. 

 The chargeback processing does not approve the chargeback, the chargeback is received by the card issuer and the merchant is debited as the debit is sent with the chargeback.  The merchant does receive a letter from the Chargeback processing Center advising them of the dispute and the debit and advising them they can respond by sending a rebuttal and supporting documentation.

 In response to an email received from the merchant, the merchant was advised they need to supply proof the cardholder was aware of their cancellation/refund policy. An industry known policy does not satisfy a chargeback.  It must be shown that the cardholder specifically agreed and knew the terms when they agreed to be billed by the merchant.

 

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

EVO Payments International

Business Response:

To confirm our position,  having the policy on the website itself does not mean the cardholder read and understood the policy. The cardholder cannot accept a policy that they stated they read on another page according to the association rules regarding chargebacks. 

 

The documentation provided by the merchant for this case is illegible and does not aappear to be cardholder specific.  Sending a general web page does not show that the cardholder was on this particular web site or agreed to the no refund policy.  The documentation must be cardholder specific showing the cardholder accepted the no refund policy at the point of their click to accept check out. Since this was not provided, we  were  unable to resolve this in the merchants favor.  

 

***** ********* ******** ** ***********
EVO Payments International

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

I completely disagree with this. The user cannot register for the race without reading in multiple places that there's no refund and no transfer. I recently spoke with the user and she admits to understanding the no refund, no transfer policy before proceeding with the purchase. She just wanted money back anyway because she didn't want to pay for a race she couldn't run. 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ***** 




 

2/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Evo Merchant Services and their sales represenative have not been truthful in their contract details and service details. I run a small dog grooming business and share a building with the veterinary clinic next door. I use the vet clinics credit card machine. The sales representative (****) was only supposed to set up direct deposit for my account and not charge me personally an annual fee since the other business was already charged the annual fee. An annual fee, three year contract, monthly fees or termination fees were never mentioned to me. As soon as I was charged the annual and monthly fees I called him to cancel since this isn't what we disscused and he said he would be there in a few days. He never showed and I tried calling several other times with no answer or call back. I called customer service to try and resolve this issue and they wouldn't help at all. Customer service said that I need to contact **** to solve the problem and that they couldn't help me. After not hearing from **** for a couple of days, I mailed my own cancellation letter by certified mail to Evo stating that they weren't allowed to take money out of my account any more and they still took money out of my account the day that they received it and four days later. It took over a month to get **** to come to the business to cancel my service, in the mean time I was charged fees for another month. The only way that I was able to get him to come out to the business was to lodge a complaint against him with customer service. **** talked to the people at the business next door and said that he would return the annual fee to me and wave the termination fee. When more fees were taken from my account including the termination fee that was supposed to be waved, I called **** and told him that he needed to fix this problem and return my money, he then hung up on me and won't answer my phone calls or return my calls when I leave a message. I contacted customer service yet again to lodge a complaint against **** and he has yet to return my call. I feel that **** lied from the beginning to get money from me. I have only seen **** once and other than the time he hung up on me I have not been able to get in contact with him. I run a small business and can't afford to take these kind of hits to my bank account. I have not used the credit card machine once and have been charged a total of $222.79 and haven't received any service from Evo in return.

Desired Settlement: I would like to have all of my money returned to me. The total amount is $222.79 I closed the account by fax on 1/31/13 Mailed cancellation letter 1/30/13, Evo received these papers on 2/4/13 1/3/13 Annual fee = $79.00, Monthly fees = $31.42 2/4/13 Monthly fees = $31.42 2/8/13 Termination/Cancellation fee = $50.00, Monthly fees = $30.95

Business Response:

We have reviewed the merchant complaint and contacted the independent sales representative who signed her up for services.  In speaking with the sales representative he confirmed that he was not able to set  the merchant up with a credit card terminal that she would be happy with. The merchant had several issues with the terminal he was providing. In addition the sales representative agreed that due to the merchants hours of operation he was not able to meet with the owner to review the contract and instead left the paperwork with the store manager. 

 

Taking all this into consideration and the fact that the merchant never processed in the three months she had the account opened, we are issuing credit for the full amount of fees on her account.  The merchant will receive credit for $222.79 on her next statement.

 

We trust this resolves her complaint.

Sincerely

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

EVO Payments International

Consumer Response: 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 and the matter has been resolved.

Sincerely, 

********* ****** 


 

2/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I own a salon in powell ohio. The rep from Encore (EVO merchant servies) signed the company and seven independent hair dressers that rent from the salon up with EVO in December 2012. We were told we had a 60 day no risk trial. **** ******** the rep for EVO started collecting our information getting our voided checks, business info etc. for our new accounts. Some of the contracts and info collected started as early as the *** of December finishing as late as the ****. The machines and service were not installed until the ******* of December. It was a long and difficult set-up. He also verbally told us there was no early termination fee from this contract as long as we did not have EVO buy us out of any other merchant service contracts. He stated that you can only get this pay out once either by buying an existing merchant contract out up to 450.00 or you could leave at any time with no penalty if EVO did not have to buy out an existing contract. On Feb. *** I called to find out the proper way to notify EVO that the 8 merchant accounts would be closing due to a few different issues and I was told that the contract(60 day free trial)started the day he started his paper work not from installation. Installation being almost three weeks later. how are we to evaluate a service before it is up and running??? I have had several conversations and have had several different responses from EVO personnel. The reasons we were unhappy was do to a few things. First when dealing with their rep **** ******** we had a concern on charges being withdrawn from our accounts the first week of use Dec *****, the amounts were small 18 cents ,43 cent etc totaling a few dollars upon calling him I was told not to call him he is in sales and not service that calling the 800 # would be what I should do. So I did call that day! I was told refunds would be issued on the **** of the month. We waited and have yet to have money refunded. He also called one of the girls at home, in the evening and told her he only lived a few blocks from her would she like him to come over to sign paperwork. This scared her and was very unprofessional of him. I felt going forward with this company would be more of the same cat and mouse game.There were several calls regaurding these issues and no resolution was reached. At this point we decided to look for a new service and all accounts were under the same impression, thart we where not bond by a contract and we had 60 days from install. Not so, we are being told many different stories by different people from EVO. We need help they are threatening to charge each account $450.00 when we where verbally assured this would not be the case. I feel we are well within the 60 day trial, we should have 60 days from install when we started using the service not from when he started collecting paperwork.

Desired Settlement: Not be charged for terminating the use of their service

Business Response: The merchant contract was with Encore Payment Systems therefore the complaint was forwarded to them for review and reply. Listed below is their response.

Sincerely,
****** ****
 

I am writing in response to the complaint that we received from the above referenced merchant. Encore Payment Systems (“Encore”) takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. 

 

On December *, 2012, *** ******* (and other stylists) signed a merchant agreement with Encore and acknowledged the terms of the agreement.  

 

After researching this situation, it appears that *** *******’s merchant account (JMAC Hair Studio) was not officially setup for credit card processing until December **, 2012. *** ******* sent us her official notice of cancellation on February *, 2013.  

 

The 60 day trial period that *** ******* references in her complaint began on the date that our agreement is executed (12/*/12). In this case, the 60 day trial period expired prior to the cancellation notification being received. However, there appears to have been complications during the install of the equipment, which delayed the install time. Encore has agreed to waive the early termination fee for all 8 accounts.  

 

Once all loaned equipment has been returned to Encore, we will proceed with termination of the merchant accounts. 

 

We appreciate all that the Better Business Bureau strives to achieve and are committed to providing excellent customer service. 

 

If you have any additional questions, please do not hesitate to contact me at ************. 

 

 

Sincerely, 

  

 

******* *****, 

  

2/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2012, I submitted a cxl letter to EVO. I understood that there was a $250 cxl fee, and I expected my contract to end 11/**. I heard from EVO and was told that they would not cxl my contract until January. So not only were they going to charge me a cancellation fee; they were taking on 2 more months and an additional $79 annual fee. (That is when I submitted my 1st complaint) I asked at that time to be refunded for Dec. fees and not charged for January. Not only did this not happen, but I was charged $277.50, not $250, and I was also charged in a separate debit, an additional $106.50. This has gotten out of hand, so not only am I contacting the BBB, I am also contacting the Attorney General of Ohio.

Desired Settlement: I request a refund of December fees, a refund of the $27.50 overcharge, and a refund of the $106.50. A total refund of $240.50

Business Response:

We have reviewed the merchant’s account and after careful review have determined the Early Closure Fee to be valid.  The merchant signed a contract with a term of 3 years in August 2011. The  cancellation letter was received January 2013.  The merchant’s account was closed in January.   Since the merchant’s account was opened in 2011, and the merchant signed and agreed to the contract for a 3 year term, the Early Closure Fee is valid.  The merchant was charged $277.50 which consisted of her January Monthly fees and the Early Closure Fee.  The $106.50 was billed for the December fees. Since the merchant’s letter was received in early January we have issued credit for the January fees, totaling $27.50. The Early Closure Fee will remain.   

Sincerely

****** ****

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