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Eliot Management Group, LLC

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Phone: (800) 933-9856 Fax: (866) 933-5581 View Additional Phone Numbers 1100 E 6600 S Ste 425, Murray, UT 84121 http://www.e-mg.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Eliot Management Group, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

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

Factors that raised the rating for Eliot Management Group, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 130 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

130 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 19
Billing/Collection Issues 12
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 98
Total Closed Complaints 130

Additional Complaint Information

Eliot Management Group requests that merchants please send an e-mail outlining any issues they may have to merchantrelations@e-mg.com to resolve the issues prior to filing a complaint with the BBB. Upon receipt of the e-mail, merchants will receive a personalized response within three business days.

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Eliot Management Group, LLC
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 6

Additional Information

BBB file opened: August 29, 2000 Business started: 12/01/1999 in UT Business started locally: 12/01/1999 Business incorporated 12/18/2000 in UT
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Brady Harris, President Mr. Matt Sheive, VP of Sales Operations Ms. Bianca Vigil, Merchant Relations Specialist
Contact Information
Principal: Mr. Brady Harris, President
Customer Contact: Ms. Bianca Vigil, Merchant Relations Specialist
Business Category

Credit Card - Merchant Services Management Consultants Credit Card Processing Service

Alternate Business Names
E M G Eliot Eliot Management Group

Customer Review Rating plus BBB Rating Summary

Eliot Management Group, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

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)

9/2/2015 Advertising/Sales Issues
8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The machine they rented to me doesn't work and when I contacted them about this they chose not to do anything about it but reinforce that I have a non-cancellable lease. The machine has not worked for 7 business days, and due to this I have lost quite a few good customers of mine and continue to do so, as I cannot receive credit card payments from these customers.

Desired Settlement: I would like to get out of this contract and settle disputes between this business

Business Response:

Dear Ms. G*****:

 

We are in receipt of Mr. H*****‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.

 

Mr. H***** executed an agreement with Eliot Management Group (EMG) for credit card processing services on November 21st, 2014, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 5 and 6 of the Agreement). The Agreement clearly states it is for a three (3) year term with one (1) year auto-renewals unless merchant gives written notice of non-renewal no less than thirty (30) but no more than ninety (90) days prior to the end of the applicable term; termination outside these guidelines is subject to an early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions).

 

Mr. H*****’s account became active on November 24th, 2014. Our record indicates that the account has been used to process transactions for a total of $*********. On July 27th, 2015, Mr. H***** called in and stated that his processing terminal was not functioning properly. Technical Support was offered to resolve the issue, but Mr. H***** declined such assistance and stated that he wanted to close the account. As no written closing request has been received, Mr. H*****’s account currently remains active and available for processing.

 

After reviewing the account, we will stand by the signed Agreement and termination of the account prior to the end of the term is subject to the contractual early termination fee of $495. We would like the opportunity to assist Mr. H***** with his terminal issues and ask that he please contact our Customer Service department at his convenience at **************. 

 

Please be advised that Mr. H***** executed a separate Non-Cancellable Lease (“the Lease”) with Lease Finance Group (“LFG”) for the equipment and he remains bound by that contract. Any concerns regarding the Lease will need to be directed to LFG for response as they are a separate entity. As a courtesy, we have attached a copy of the Lease for further reference.

 

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Frankie M*****

Merchant Relations

8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Eliot Management Group about....3-5 days after signing a contract on 7/20/2015 to ask for it to be cancelled. Said phone call resulted in the customer service representative in stating it was done and that everything was canceled. I can't remember the exact day as it was about a month ago. I sometime later called to make sure and left a voice mail with their callback services and never received a call back. Sometime between then and my next call I also received no help. It is now 8/16/15 and I called this morning for a fourth time to receive the nature of said cancellation to be told it was NOT cancelled and I was being charged. As such, I at the time of writing this have called a 5th time and have been on hold for over 40 minutes and am severely disappointed in all aspects of their handling. They've not ONCE handled processing for me. They said they'd ship a machine and didn't (before requesting cancellation), are charging me for fees of services they have not rendered, and likely more. I had them note in their system that I'd be contacting the BBB as they've simply done nothing to rectify the situation. It was promised to me that it was a month to month contract, not 3+ years. There was promised to be no cancellation fee and of course, there was in this.

Desired Settlement: I want my money refunded and the cancellation fee waived. I want the contract voided and their access to my account removed so they can't just take money whenever they'd like. I'd also like an apology given that I've had to call 5 times (and likely more) to have this resolved. I don't care about the 50 dollar processing fee I paid. I just don't want to pay anything else, have whatever other fees charged refunded, and to never be contacted by the Eliot Management Group again.

Business Response:

Dear Ms. G*****:

 

We are in receipt of Mr. W***’s complaint and have reviewed his account with Eliot Management Group (“EMG”).  Our records show Mr. W***’s account has been terminated without penalty, effective August 17, 2015, at his written request.  In addition, we show Mr. W*** was refunded $37.96 on August 7th and at this time we have placed a hold on Mr. W***’s account to ensure his bank account is not charged further fees.  At this time we consider this matter closed.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

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.

Sincerely,

Jackson W***

8/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently was told that my credit card equipment was going to be outdated so that I had to change, which also led to a rate review, new contract, etc... I have spent hours on email and phone with the account manager, Shelly R*** and she has misrepresented terms to me and further, led me into terms that she was unable to follow through with which when pointed out to her made her become belligerent and go back on her word. Shelly has told me that she does not have a supervisor that I can call the District Sales Manager, Shannon L***** and I have left her a message with no return call. She also told me that she was unable to tell me any other info on my account that I would need to contact customer service.

Desired Settlement: I wish to receive a refund of the charges that I have incurred out of pocket to try this new contract and I wist to be completely done with Eliot all together. As I am not even sure where I am with them right now. I would like someone with the company (higher up that can actually answer some questions) to complete these tasks.

Business Response:

Dear Ms. G*****:

 

We are in receipt of Ms. C*****‘s complaint.  In response thereto we have enclosed the two (2) Merchant Application & Agreements (“the Agreements”) signed by Ms. C***** and their corresponding Merchant Processing Terms & Conditions (“the Terms & Conditions”).

 

Ms. C***** executed the first Agreement with Eliot Management Group (“EMG”) for credit card processing services on March 10th, 2010, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 4 and 5 of the Agreement). The Agreement clearly states it is for a three (3) year term with one (1) year auto-renewals unless terminated by the merchant in line with the Terms & Conditions; termination outside of these provisions is subject to an early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions). In accordance with this signed Agreement, a processing account was set up and became active on March 11th, 2010 and we show the merchant has used the account to process over $******* as recently as July 29th, 2015.

 

Our records show that in response to a request from the merchant, an additional Agreement was executed by Ms. C***** for an online processing account on July 13th, 2015 and this account became active on July 14th, 2015. Thereafter, efforts began to set up the online processing software; however, upon experiencing setbacks during this process, Ms. C***** expressed her desire to close the account. In response to this request, this account was closed on July 28th, 2015 and in good faith, EMG waived the early termination fee as the merchant was still actively processing on her primary account. In addition, in an effort to resolve this matter, Ms. C***** was refunded the $99 equipment setup fee on July 30th, 2015.

 

At this time, Ms. C*****’s primary account remains active and she will remain bound by the Terms of that Agreement. The current contract expiration date is March 11th, 2016. Should Ms. C***** wish to close her account, she must do so in accordance with ¶23 of the Terms & Conditions.

 

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Frankie M*****

Merchant Relations

8/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Point of Sale solution from this company, not only is the product not installed and has NEVER worked. I purchased this POS solution on April 28th. Not only is the product not been installed and non operational but I can not receive any return calls and emails from the District Sales Manage, Colston R*******. He sent an inexperience sales rep named Robert T***** to try to resolve the issues. Robert came out about 3 to 4 times trying to resolve the issues but was never successful. Within in two day of signing they deducted $ 376.35 from my business bank account. When I inquired about this, I was told this was an one time deductible which was never communicated to me. Since then they have taken an additional $ 354.82. I have requested that my financial institute no longer allow the monthly payments of $ 177.41 to be deducted.

Desired Settlement: My desired outcome to have this contract made null and void . stop being harassed by the collection agency that has been hired. This company has the following company, Lease Finance Group LLC calling me on my business as well as my cell phone threatening legal action. And I would like on record that Eliot Management has questionable business practices and in my humble opinion, defraud their clients/customers and no integrity in their daily business practices.

Business Response:

Dear Ms. G*****:

We are in receipt of Ms. F****‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

Ms. F**** executed an agreement with Eliot Management Group (“EMG”) for credit card processing services on April 28th, 2015, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 5 and 6 of the Agreement). The Agreement clearly states it is for a three (3) year term and is subject to an early termination fee of no less than $495 unless terminated per the provisions in ¶23 of the Terms & Conditions (Also see, pg. 5 of the Agreement).  Our records show Ms. F**** opted to lease 1stPayPOS processing equipment and therefore executed a Non-Cancellable Lease (“the Lease”) with the third party entity, Lease Finance Group (“LFG”), for a term of 48 months on April 28, 2015.  A courtesy copy of the Lease has been enclosed for review.

 Per the signed Agreement, Ms. F****’s account was accepted and became active on April 29th, 2015. Thereafter, we show the leased equipment was set up on the account and test transactions were processed on the unit. At this time, Ms. F****’s account remains active and available for her processing needs.  Please note that we are happy to assist the merchant with any processing issues on her account; Ms. F**** may contact our Customer Service department at ************** for assistance.  However, at this time we stand by the terms of the signed Agreement and the early termination fee will be applicable per ¶23 of the Terms & Conditions.

 As the Lease is a separate agreement with LFG and Ms. F**** remains bound by that contract, any concerns pertaining to the Lease must be directed to LFG for response.

 We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 Sincerely,

 Frankie M*****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because: the Sales Manager who advised to tell the Leasing Company that is was functional and that they would continue to work on the issues that I outlined. The POS system was not functional at all on April 29th (just plugged in) so that it would appear that it was functional and has never been used for a customer transaction. 


Eliot Management Company never fulfilled their part of the contract and had my money taken with no regard to my inability to use this in my business on a daily basis. I will not honor a contract that was forced upon  me and my company by Eliot Management Group and their leasing company.

I have made additional attempts to resolve the issue several different times. As you can see below, the Sales Manager, Colston acknowledged his company did not fulfill their part of the contract (see email communication). The date of this email is May 13th which is after April 29th when supposedly the POS system was up and functional.
********************************************************************************************************************************************************************************************************************************************
Good morning Kelly,

I appreciate you reaching out to me and letting me know the issues you are having. I have made everyone aware of this and we will get right on it. I heard we just got the new printer for you and we will make sure this POS gets set up soon to meet your standards.

We appreciate your patience.

Thanks again,

Colston R*******
District Sales Manager

200 Union Blvd. Ste. G-12
Lakewood, CO, 80228
Office: ************ ext. ****
Cell: ************

Sincerely,

Kelly F****

Business Response:

Dear Ms. G*****:

 

We certainly take Ms. F****’s concerns very seriously and we are currently still investigating this matter.  We will provide a response to Ms. F****’s concerns as early as possible. However, in the interim, Ms. F**** may contact me directly at ************.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Business Response: We have concluded our review of Ms. F****’s additional concerns.  In response thereto we will be charging back the Lease with LFG and Ms. F**** will be released of any Lease obligations upon receipt of the equipment.  A call tag is being shipped to Ms. F**** for her convenience in returning the equipment.  Additionally, EMG will agree to close Ms. F****’s processing account and waive the early termination fee.  In order to close the account, we need a closing request containing Ms. F****’s signature.  This may be submitted via fax to ************ or emailed to *****************@e-mg.com.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
Blanca V****

Merchant Relations

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. I appreciate your assistance in this matter.

Sincerely,

Kelly F****

7/29/2015 Billing/Collection Issues
7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by Eliot Management Group with the sales pitch that they would save me money on credit card processing. They did not show me the full contract, but only the pages 1-4 of the agreement and led me to believe that it was the full contract. They promised me a very low discount rate and a $2 monthly fee. While reading the rates and fees page 2 of the agreement, I noticed other fees listed. Thomas D**** and Robert T******** told me that those would not apply to me. in all, in addition to the discount rate, I was told that I would be charged a monthly fee of $2, plus the Regulatory fee, and the Breach protection Fee. I was told by both Robert and Thomas, and this was reiterated later on the phone, that the "monthly minimum" of $15 on my contract meant that I had to run at least a $15 transaction in a month, but if my sales were low or zero that month, I should run a fake transaction of $15 using my own credit card to meet the minimum. Only later did I find out that the $15 minimum actually meant the minimum in transaction fees, and that would require monthly sales in excess of $1,000 per month to avoid the fine. These reps knew full well my business is small and I didn't ever expect that kind of volume, and had they been honest about what that really meant, I would not have signed the contract. Furthermore, I was unaware of all the terms and conditions of the contract, because they were never presented to me. When I signed the contract, the reps left with all the copies without my noticing right away. As soon as I noticed, I emailed Robert the next day and asked for the copy of my contract, which was signed on 6/12/15. I received a pdf copy of pages 1-4 on 6/19. I still had the impression that this was the whole contract, but some of the references seemed to indicate I was missing something, and I asked about it. My question went unanswered. As I am sure Eliot knows, that question got answered by the heavy fees I got slammed with a week later. I also asked Thomas about the 4.95 First pay Mobile fee, which was also a surprise, and told him based on what I was seeing, this was not a cost savings at all (documented in email on 6/19, when I was within the 3 day period of my right to rescind. Thomas emailed me back and said that he would revise the page 2 fees to reflect only what we had discussed. I believed him, and did not rescind, but he did not do what he said he would. On 6/22 I received my card swipe equipment and processed one transaction for $65. On 6/30, my account was hit with $49.70 in bankcard fees. This apparently was a full compliment of 11 different fees and surcharges, only 4 of which were disclosed to me at the time I signed my contract, with a rep saying, "this is what you will pay and not a penny more." Furthermore, I only had the service for 7 business days, and to charge a full month's fees for a period of one week is just wrong. I called/left messages/emailed both Thomas and Robert regarding my account and the surprise fees. I had taken great pains to make sure they told me everything, and even told them, I don't want any surprises. Well on 7/6 Thomas finally called me back. He told me he wasn't sure what happened, but said all the charges would be refunded and he would make sure it didn't happen again. I asked him if he had turned in a revised page 2 to reflect only the fees I had agreed to, and he said, "yes." On 7/12 I emailed Thomas to ask why the charges had not been reversed. I received no reply. I called Eliot's customer service and asked for an explanation of the charges. The agent explained each of them, and told me that they were in my contract. at this point it was clear beyond a doubt that I was never presented with, nor emailed at a later date, the entire contract. This is fraud. At this time I had begun investigating Eliot and discovered that my experience was not unique. There have been as many as 300 individuals who describe my exact experience. On the morning of 7/14, I wrote an email to both Thomas and Robert, outlining the obvious fraud that has taken place. I asked them to please do the right thing, as I am not a business that can absorb these types of losses. I have not received a response. I attempted to call Robert, and he answered the phone using a ridiculous attempt to disguise his voice. He then asked who was calling, and said he would get "Robert." Naturally, I waited pointlessly on the line for a few minutes until it went dead when he hung up. I left messages for Thomas who never returned my call. I forwarded my final summary email to Eliot's merchant relations email, and it was not acknowledged. I was also told, and I have it in writing, that mine was a 1 year contract. But since I don't have a full copy, I can't be sure that is true either. Even so, how can I do business, even for a year, with people who lie to me?

Desired Settlement: I would like Eliot to refund the $49.70 charged to me for the "month" of June. Not only were most of the charges never disclosed to me, and I never even had the opportunity to read them because the full contract was not shown to me, I was with Eliot for only a week! Furthermore, my sales rep promised to refund the charges. Because I was lied to and defrauded, I cannot trust Eliot to do business with them. Credit processing requires integrity and they have shown a considerable lack of it. My customers can't trust me with their credit cards and information if I can't trust my payment processing company! Therefore on the grounds of lying and fraud, I want my contract canceled and a waiver of the $495 cancelation fee.

Business Response:

Dear Ms. G*****:

 

We are in receipt of and have reviewed Ms. A*******’s concerns.  We have reached out to Ms. A******* directly regarding this matter and have offered to close her processing account without penalty upon receipt of a signed closing request.  The request must be submitted no later than July 24, 2015 and may be faxed to ************ or scanned and emailed to *****************@e-mg.com.  We also advised Ms. A******* that as she used the account to process during the month of June and real costs were incurred, the month end fees apply.  However, as a show of good faith we will agree to refund the $14.47 Monthly Minimum charged for that month.

 

Thank you for your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because: The settled credit amount listed in this response does not bring the fee in agreement with the amount presented to me as the monthly fee by the agents who signed me up.  However, in further negotiations with me, Eliot has agreed to, and has followed through with, a request to settle my account with a credit of $32.70 and closure without penalty.  Therefore, I cconsider this matter closed to my satisfaction.


Sincerely,

Amy A*******

Business Response:

Dear Ms. G*****:

 

We are in receipt of Ms. A*******’s additional correspondence.  Please note that Ms. A******* states she considers this matter closed to her satisfaction.  In an effort to resolve the matter, EMG refunded Ms. A******* $32.70 on July 20, 2015 and the account was closed without penalty that same day.  At this time we also consider this matter resolved.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

7/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We were proposed a plan for our dis-abled sons business, no fee's for machine or to set up and run. We are a small business that is seasonal, may-oct, we do 2 or 3 credit card transactions a month for $4-$8 each. The machine came and the charges started rolling for monthly fee's and the cost of the nachine. As we looked at the paper work to set the machine up, they changed the numbers from $4 to $8, to $40 to $80 and said we do 80% credit card. We would never have agreed too this information. When we called and talked to our rep, she said that the manager changed the numbers to get the sale to go through and she had quit the company because of the dishonesty. They refunded the $118 in monthly fee's and canceled the acct, but then charged us $495 to cancel the acct. We have called 5 times and been told it should be refunded, but then they continue too deny it and not pay.

Desired Settlement: Please refund the $495 cancellation fee and run an honest business

Business Response:

Dear Ms. G*****:
 
Please be advised that this is the first time we are receiving Mr. S*****’s complaint.  Eliot Management Group (“EMG”) takes these matters very seriously and we strive to provide prompt attention to each matter received. 
 
We show Mr. S***** signed a processing agreement with EMG on December 2, 2014 and under that agreement, a credit card processing account was created.  The agreement states it is for a term of 3 years with an applicable early termination fee of $495.  Mr. S***** closed his account prior to the end of the contractual term on February 27, 2015 and therefore his account was charged the $495 early termination fee.  However, in an effort to resolve this matter promptly and amicably we will agree to refund the $495.  These funds should be credited to the bank account on file within the following 3 to 5 business days.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
Blanca V****
Merchant Relations

7/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In February of 2013, I was contacted by phone by an Eliot Management sales representative pitching a credit-card-swapping device. I then declined the purchase of it, since it would require expensive cellphone equipment and services from a company independent of Eliot. So instead they persuaded me to sign up with an alternate credit-card swapping service using just a phone- on a more-or-less trial basis. However, given the dollar amounts exchanged in my line of work (I am a self-employed piano teacher, and currently struggling to recruit new students), I deemed the services of Eliot Management to be unsuitable for my professional purposes, since the fees, of which there were several, are very high: several monthly fees and two annual fees, even before I swap a single card, considering I am making very little money to begin with. My students typically pay by either cash or check, and both my students and myself have always been perfectly OK with that. When I returned to the Eliot Tucson office at **** ** ******** ****. to opt out of the plan altogether, it wasn't until then when I was informed I had already been signed into a 3-year contract, and to opt out I would have to pay $495. So I let it go, on premises the monthly fees, which at that time, were at about $16, but have since crept up to almost $26. In addition to the monthly fees, I didn't realize there were also two annual fees, one of $95 from the company, and also an annual compliance fee of $124.75. So, all told, due to my having been improperly informed as to what I was getting into, when the contract expires, which is next February, I will have been forced to pay over $1,300 for a service I had no need or want for.

Desired Settlement: I feel the company should be held accountable in some way. I don't know if the BBB can help provide me with any recourse, but any you can provide would certainly be greatly appreciated. That was a lot of money, especially right now, since business for me is currently very hard to come by. I can't afford to give my money away to anything that has no meaning for me. If you can't I'll understand, but I want others to know that this company did this to me.

Business Response:

Dear Ms. Garcia:

 

We are in receipt of Mr. L*****’s complaint and appreciate the opportunity to respond.  For review, we have enclosed the Merchant Application & Agreement (the “Agreement”) and the Merchant Processing Terms & Conditions (the “Terms & Conditions”) signed by Mr. L***** on February 21, 2013 for credit card processing services.  At that time, Mr. L***** acknowledged to have received, read and be bound by the Agreement and the Terms & Conditions (See, pages 3 and 5 of the Agreement).  These clearly disclose all applicable rates and fees (See, pages 1 and 2 of the Agreement and ¶21 and ¶27 of the Terms & Conditions) and state the Agreement will remain in full effect for a three (3) year term from acceptance by Bank and is subject to an early termination fee of no less than $495 (See, pg. 3 of the Agreement and ¶23 of the Terms & Conditions).

 

In accordance with the signed Agreement, Mr. L*****’s processing account became active on February 26, 2013 and the services have since been available for the merchant’s processing needs.  Upon our review of the account, we show all charges for these services have been in accordance with the Agreement.  Currently the account remains active and the term end date is February 26, 2016.  Termination of the account at this time would be subject to a termination fee of $495; however, as a gesture of good faith we will agree to accept a reduced early termination fee of $300.  To do so, Mr. L***** must submit a signed closing request no later than June 22, 2015 either via fax to ************ or scanned and emailed to *****************@e-mg.com.  Should Mr. L***** wish to close the account without penalty at the end of the term, he should do so in accordance with ¶23 of the Terms & Conditions.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
  The $300 reduced fee for early exit I do not find satisfactory,
given it would be equal or more than the ongoing monthly fee of $25.96
I still would have to pay until February.  A $100 exit fee I would
find appropriate at this point.
   The forms displayed in Eliot's company reply I acknowledge I had
signed. What the company did NOT acknowledge is the that they failed
to inform me of the original $495 exit fee BEFORE I SIGNED the papers.
That's the problem I have here. The reference to that fee is buried in
pages and pages of fine print. The other problem I have is that they
failed to advise me of the annual $124.75 compliance fee. Only the
monthly fees, which at the time of signing totaled $15.95 or so, were
explained.

Sincerely,

Paul L*****

P. S. I am currently on vacation. Will be back at my residence on June
23, Tuesday.



Paul L*****

Business Response:

Dear Ms. Garcia:

 

Thank you for forwarding Mr. L*****’s additional correspondence.  Again, the Agreement distinctly discloses the applicable early termination fee of no less than $495 in the Acknowledgements section just above Mr. L*****’s signature acknowledgement.  All fees are clearly disclosed in the Agreement Mr. L***** indicated he had received, read and agreed to be bound by.  As such, we stand by our original offer.  As a show of good faith we will extend the deadline to submit the closing request for account closure at a reduced early termination fee of $300 to June 29, 2015.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

6/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: David S****** account manager for Eliot Management Group in Federal Way, WA approached me to sell me their merchant services. He asked me about what we were currently using and said they could beat those fees. He claimed he would bring in a comparison of their fees compared to what we were paying. That never happened but he assured me that theirs were lower. I trusted him. That was a HUGE mistake. He told me to sign his tablet and we were in business. There was NO paperwork to read and NOTHING on the tablet to read. He also did not mention ANYTHING about fees, the 3 year contract, or the cancellation fees. He later brought in paperwork for our records. When our bank statement came I was shocked at the fees from the Eliot Management Group. I tried to contact David via phone and email to inquire about the fees. Finally we contacted Amber from the main office and discussed how disappointed we were with the deceit David used in selling his product. I don't know if this is how they get all of their business, but we know of at least 2 other people who were scammed by David. We faxed Amber our contract from our old merchant services company as well as a couple of statements. She reviewed them and made a "Rates & Fees Addendum" where some fees were reduced and some were increased, as well as 2 years being added to the 3 year contract! We called Amber to get her to explain the fees. She said she couldn't and transferred us to customer support who in turn transferred us to someone else, then someone else again. In short, no one could explain the fees. We called back to a different department to cancel and asked for the $495 cancellation fee to be waived. They would not. I have since emailed David asking that he reimburse us, but do not trust anything he says. I feel like it is my duty to report this and save other businesses from going through the same unsavory experience.

Desired Settlement: We would like to cancel our contract without the $495 cancellation fee.

Business Response:

Dear Ms. G*****:

 

Thank you for the opportunity to respond to Ms. M*****’s complaint.  In response thereto, we have attached the Merchant Application & Agreement (the “Agreement”) signed by Ms. M***** for credit card processing services with Eliot Management Group (“EMG”) and the Merchant Processing Terms & Conditions (the “Terms & Conditions”).

 

Upon executing the Agreement on March 30, 2015, Ms. M***** acknowledged to have received, read and be bound by the Agreement and the Terms & Conditions (See, pages 3 and 4 of the Agreement).  The Agreement specifically contains language confirming no verbal agreements or representations have been made and that the merchant has solely relied on the Agreement and the Terms & Conditions (See, page 3 of the Agreement).  As such, Ms. M*****’s processing account was set up with the rates and fees disclosed on page 2 of the Agreement and in ¶27 of the Terms & Conditions.  The Agreement also states it will commence upon Bank’s acceptance and will continue in full effect for a three (3) year term with an applicable early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions).

 

Ms. M*****’s account became active on March 30, 2015 and the account was received benefit of to process over $***** in credit card transactions.  Our records show the merchant spoke with Amber P****** expressing discontent over the rates and fees on the account.  In an effort to resolve the merchant’s concerns, Ms. P****** processed a rate review for Ms. M***** in May and waived the standard two (2) year contract extension.  However, as we were working to resolve the issue, the merchant stopped communication and submitted a closing request.  As such, the account was closed on May 27, 2015 with the contractual early termination fee.  At this time the account is closed in good standing.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
While my electronic signature does show on the Agreement, I did not have a copy of the Agreement until after I signed on David S****** tablet after being assured
that the contract would indeed save our company money on a monthly basis. In addition, Customer Support adjusted some of the fees, we have not verified the adjustments with our bank as yet, and informed us that David S****** was the person who would determine whether the early termination fee would be waived. We received an email from Mr. S******, copy available on request, saying "I will make sure you don't have to pay the Early Termination Fee".  In the same email, he said "I made a mistake when I keyed in the pricing, but we are rectifying that".
We have not received anything in writing, other than the email, from either Eliot Mgmt Group or David S****** about the adjusted fees or waived termination fee.
We do not feel the Eliot Group/David S****** are selling their services in an ethical manner.

Sincerely,

Donna M*****

Business Response:

Dear Ms. G*****:

 

We have reviewed Ms. M*****’s additional correspondence; however, EMG made every effort to satisfy the merchant’s processing concerns.  We reached out to the merchant within the first 30 days of account acceptance and confirmed the merchant was happy with our services.  Further, once we received notice of the merchant’s concern with the rates and fees, we attempted to lower the fees to the merchant’s satisfaction; although we determined upon review of the merchant’s statements that the merchant was saving on their processing with EMG prior to the rate review addendum.  Nonetheless, the merchant chose to terminate their processing account.  At this time we stand by the signed Agreement and the early termination fee is valid.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
They did reach out within 30 days and confirmed that the credit cards were processing correctly.
At that time, that is the only thing we could confirm as we had not seen the extra bank charges.
When they say "EMG made every effort to satisfy", they must mean that they TOLD us and EMAILED
us that the bank charges would be refunded and the termination fee waived but didn't actually
follow up and make those things happen.
They have again assured us that the bank charges will be reversed (still waiting) and David S******
(we were told he was the only one that could make the termination fee go away) has decided not
to reply to any email since the $495 was taken from our account.

Sincerely,

Donna M*****

Business Response:

Dear Ms. G*****:

 

Please be advised, Ms. M***** was refunded $***** on June 3, 2015 as a gesture of good faith for March month end fees charged.  We do not show any record that Ms. M***** was to have the early termination fee waived. Again, Ms. M***** utilized the services provided under the contractual Agreement, she closed the account outside of the terms of the Agreement and therefore an early termination fee was applied.  Nonetheless, as a show of good faith we will agree to refund $*** for the early termination fee charged and consider this matter closed.  No further concessions will be made.  Ms. M***** can expect to see the refund in her account within the following 7 to 10 business days.

 

Thank you for your time and attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
On June 19, 2015, the $54.91 that was supposedly refunded on June 3rd was declined by Eliot Group.
Therefore, it has not been refunded.

We would like the entire termination fee refunded as promised.

Please see the email that David S****** wrote on May 26, 2015:

On 5/26/2015 10:45 AM, David S****** wrote:
Donna,

If that is what you would like I will make sure you don't have to pay the Early Termination Fee. However, as I stated in previous email, these rates are much better than what you had. You will save money. Furthermore, I will have Amber remove the two years from the addendum.

Donna, I did not try to mislead you. I made a mistake when I keyed in the pricing, but we are rectifying that. If you can see your way clear to giving me another chance, I will make it up to you.

Sincerely,

David S******

Sent from my Virgin Mobile Android-Powered Device

----- Reply message -----
From: "Donna M*****" <********************>
To: "David S******" <*************@e-mg.com>
Subject: Rates and Fees Reduction
Date: Tue, May 26, 2015 10:29 am

We would like the $54.91, which was a fee for taking payments in March when we were not yet set up to take payments, refunded along with the $495 termination fee.


Sincerely,

Donna M*****

Business Response:

Dear Ms. G*****:

 

We have reviewed Ms. M*****’s additional correspondence.  Please be advised that the refund request was declined on June 19, 2015 because the merchant was already refunded for March 2015 month end fees ($*****) on June 3, 2015 and this was a duplicate request.  To bring this matter to a close, we are refunding the remaining amount of the early termination fee charged ($***).  Ms. M***** may see these funds in her account as early as tomorrow and at that time we will consider this matter resolved.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

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.

The funds have been returned to our bank account after considerable intervention on the part of the BBB.

Do not be surprised if you get further complaints from the Belfair WA area
as we know of at least two other businesses that are in negotiations with the Eliot Group to cancel their contracts for the same reasons.

We thank you for your assistance in bringing this matter to a close.

Sincerely,

Donna M*****

6/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my wife own **** **********, the credit card company agent name Grey S**** come to our store and ask us to switch company saying that there have a better deal in the credit card company.So I switch company but I ask him to write a letter saying if I am not happy I can switch back to the old company. after using them I not happy because they charge lease on my credit card mac***e and I switch to the old company but I am stuck with equipment lease for 48 month for $73.00 per. I just wanted to get out of the lease. They won't do it. I don't know what to do please help,thanks

Desired Settlement: DesiredSettlementID: Other (requires explanation) Cancel the lease

Business Response:

Dear Ms. G*****:

 

Thank you for the opportunity to respond to Mr. C***’s complaint.  We have reviewed the matter in detail and show Mr. C*** entered into a Merchant Application & Agreement (the “Agreement”) for a three (3) year term of credit card processing services with Eliot Management Group (“EMG”).  Upon signing the Agreement on March 10, 2015, Mr. C*** acknowledged to have received, read and be bound by the Agreement and the Merchant Processing Terms & Conditions (the “Terms & Conditions”).  In addition, Mr. C*** confirmed he had solely relied on the Agreement and the Terms & Conditions and that no verbal agreements or representations had been made.  Our records show Mr. C*** opted to execute a separate agreement for processing equipment with ***** ******* ***** (“LFG”) and signed the Non-Cancellable Lease (the “Lease”) on March 10, 2015 for a term of 48 months at $***** per month, plus any applicable taxes and insurance.  For your reference, we have enclosed a copy of the Agreement, the Terms & Conditions and a courtesy copy of the Lease.

 

In accordance with the signed Agreement, Mr. C***’s credit card processing account with Eliot Management Group (“EMG”) became active on March 11, 2015.  Thereafter, the leased equipment was set up to process on the account and Mr. C*** used the services to process over $****** in transactions.  On April 20, 2015 the processing account was closed upon receipt of a closing request from Mr. C*** and an early termination fee of $495 was assessed in accordance with ¶23 of the Terms & Conditions.  At this time there are no pending matters on Mr. C***’s processing account with EMG.  However, as the Lease is a separate agreement with the separate entity, LFG, and is non-cancellable, Mr. C*** remains bound by the Lease.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:they never told me I have another contract with another company,  I have ask the sales person to write me a note if I am not happy I can cancel my contract,  I thought I was cover and now they say I have to pay the lease of the machine for four year, I just wanted them to void the contract just all, thanks you

Sincerely,

Mun Kuen C***

Business Response:

Dear Ms. G*****:

 

We have reviewed Mr. C***’s correspondence.  Mr. C*** executed the Lease which clearly states it is with the third party entity ***** ******* ***** and discloses its non-cancellable terms.  As such, Mr. C*** remains bound by the Lease and must contact LFG directly with any concerns pertaining to the Lease.  Further, we do not show record of the document Mr. C*** states was written by the sales representative.  We would be happy to review this documentation upon receipt via fax at ************ or email at *****************@e-mg.com.  However, at this time we stand by our previous response.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

6/23/2015 Problems with Product/Service | Complaint Details Unavailable
6/19/2015 Problems with Product/Service | Complaint Details Unavailable
6/4/2015 Problems with Product/Service | Complaint Details Unavailable
6/4/2015 Billing/Collection Issues | Complaint Details Unavailable
5/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The complaint is from ******** ******** ******* regarding Eliot Management, our former credit card processor. The sales rep for Eliot Mgmt., **** ******, contacted us about upgrading our credit card terminal in order to process the new more fraud-resistant credit cards. He sent us paperwork to authorize the upgrade, which we never signed and returned. In the meantime, he ordered the new terminal without our authorization, automatically withdrew $315.00 from our bank account without authorization, and had the terminal shipped to us without authorization. When I called and asked why, he said, "My mistake," and then tried to backtrack to get us to OK it. The person responsible for authorizing was not happy with they way Eliot Mgmt. handled this, and told me to have them come and pick up their equipment. When Mr. ****** did come down, he was argumentative and rude to the front desk staff and to our Operations Manager and told them, "You bought it, it's yours." and refused to pick up the terminal. When I contacted the merchant services department, which was the only phone number we had for Eliot Mgmt., they took down all my information and told me someone from customer service would call me back. No one did. The problem with Eliot Mgmt. is that they do not include a return address or phone number on any of their correspondence, not even on their statements.

Desired Settlement: Eliot Mgmt. automatically withdrew $315 from our bank account without authorization. We want that refunded. We also want them to pick up the equipment we did not order, did not authorize and do not want.

Business Response:

Dear Ms. ******,

Thank you for the opportunity to respond to Ms. *******’s complaint.  We have reviewed the matter and found that the account was charged in error.  Please be advised a refund for $****** has been submitted.  We apologize for the oversight and ask Ms. ******* please allow 3-5 business days for the funds to be credited to her account.  Further, a call tag was sent to Ms. ******* on May 14, 2015 so that she may return the equipment to us.  

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

**** ******

Merchant Relations

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, provided that they do what they say are going to do.

I got a phone call from an ***** ******* in their corporate office, and I have reservations that they will.

Sincerely,

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

4/30/2015 Billing/Collection Issues | Complaint Details Unavailable
4/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company wanted to provide my small business with a credit card swiping machine. I agreed. They were unable to get the machine to work with my existing phone lines in spite of the current machine I had been using worked fine. They took their credit card machine off site, ran a charge on it outside of my place of business to activate the billing process for me. I received a standard call to confirm that I received my machine and that everything was working, and I told them, "no, I did not have the machine because it would not work with my phone lines." They never got the machine to work at my business location after trying repeatedly. Then a charge for leasing the equipment hit my bank account. On 2/23/15 I filled out their notice to cease bank card processing and I was hit with two more additional monthly charges which they automatically deduct from my Chase Bank account. I feel these charges were done illegally from the start since the credit card machine was never operational at my place of business. There was also a time when the sales person, ***** *******, came when I was not at the office and left with my other credit card processing machine. These machines are a direct link to my business bank account. When I returned and was told that he took the other credit card processing machine I was freaked out because it contains such confidential financial information. He may as well walked out of my business with all my credit cards and driver's license. Thankfully when I called him and was not happy with his actions he turned the car around and brought my machine back. Being that he is in the industry I was shocked that he thought such an action was appropriate. He apolozied and said his intentions were to just get me up and running; but I failed to see the connection.

Desired Settlement: I want Eliot Management Group to replace all the monies they have extracted from my Chase Bank account. I want Eliot Management Group to be aware that ***** ******* made an extremely poor choice when he took my other credit card machine without my permission in his car to I don't know where. And, I want other small business owners to be aware that they may be charged without the credit card machines ever being functionable.

Business Response:

Dear Ms. ******:
 
Thank you for forwarding Ms. ****’ complaint.  Upon receipt of this matter, we immediately reached out to Ms. **** in an effort to resolve her concerns.  At this time Ms. ****’ processing account with Eliot Management Group (“EMG”) has been closed without penalty and all charges made to the account ($******) are being refunded.  The remaining funds should be credited to Ms. ****’ bank account as early as tomorrow.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
****** *****
Merchant Relations

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I asked Eliot Mgmt. to take us off of their call list as we are not interested in their products. I was told that by the customer rep in her exact words "that isn't going to happen". I am filing a complaint with the FTC for telemarketer abuse. If a company requests that you stop calling them and ask them to take them off the call list you DO NOT tell them "THAT ISN'T GOING TO HAPPEN". If our company receives another phone call from Eliot Management after we have asked them to stop calling us then we will file a lawsuit for harassment. I received the phone call from a female rep of the Eliot Management company at 9:16 a.m. on 04/09/15. And just for the record our phone number is ***** ******** and my name is ****** ********* and our company name is ** * ** *********** ************

Desired Settlement: I want to make sure the highest person in this company knows that if this harassment continues we will file a lawsuit.

Business Response:

Dear Ms. ******:

 

Thank you for forwarding Ms. *********’s additional correspondence.  Please be advised, Eliot Management Group (“EMG”) takes these claims very seriously and we are diligently reviewing Ms. *********’s concerns.  We have reached out to our Tucson office and will provide a response to Ms. *********’s concerns as quickly as possible.  In the interim, please do not hesitate to contact me directly with any questions or concerns.

 

Thank you for your attention to this matter.

 

Sincerely,

 

****** *****

Merchant Relations

Business Response:

Dear Ms. ******:

 

We have been in contact with our Tucson office regarding this matter.  Please be advised, upon receipt of Ms. *********’s original complaint, the phone number, ************, was circulated to the representatives at our Tucson office as Do Not Call.  However, it appears that due to an oversight, Ms. ********* was once again contacted and we sincerely apologize for this event and any inconvenience caused.  At this time, the phone number, ************, has been posted at every phone station at our Tucson location as Do Not Call, and no further calls should be made to this phone number.  Should Ms. ********* receive further contact to this number, she may escalate the matter to me directly at ************.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

****** *****

Merchant Relations

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.

Sincerely,

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

4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Problems with Product/Service
3/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up with Eliot Management Group in October or November of 2014 but after learning of their horrible reputation decided to cancel our services. We called our local rep and he said we had 30 days to cancel without any penalties or cancellation fees. So we did just that. We canceled with Eliot within 2 weeks of signing with them and that's when things went south. Eliot debited $500 from our account along with another $70. The $500 was supposed to be the cancellation fee and we don't know what the $70 charge was. After numerous calls over the course of a month, our local rep quit working for Eliot in December of 2014. He told me to contact a guy named ***. I reached out to *** in December and after a very painful process and constant follow up we got the $500 back. I continued to call, text, and leave voicemails trying to get the remaining $70 refunded to us and here I am 5 months later and still have not received a refund. I have tried calling and calling and no one returns my call. *** told me *** ****** is the one who needs to initiate the $70 refund. I have spend the last two weeks calling **** I have left 4 messages, called corporate multiple times and have had zero luck. I just called *** before i started writing this complaint and he said he would have *** call me. I don't anticipate that happening as they can't seem to get their affairs in order and figure out how to refund a business money that never once processed with them. I have been spend hours trying to get money back from this company. I have had nothing but frustration working with them.

Desired Settlement: Eliot needs to refund us completely the money the debited without cause.

Business Response:

Dear Ms. ******:
 
We are in receipt of Mr. *****’s complaint and have reviewed the matter.  Our records show Mr. ***** has been in contact with *** ****** regarding this matter and the requested fees have been refunded.  At this time, we consider this matter resolved.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
****** *****
Merchant Relations

3/21/2015 Problems with Product/Service | Complaint Details Unavailable
2/27/2015 Problems with Product/Service | Complaint Details Unavailable
2/27/2015 Problems with Product/Service | Complaint Details Unavailable
2/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/12/2015 Problems with Product/Service | Complaint Details Unavailable
2/10/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/29/2014 Problems with Product/Service | Complaint Details Unavailable
12/17/2014 Problems with Product/Service | Complaint Details Unavailable
12/1/2014 Problems with Product/Service | Complaint Details Unavailable
11/28/2014 Problems with Product/Service | Complaint Details Unavailable
11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service with Eliot Management Group in August of 2014. I followed all their crazy rules that required my office to fax them letters several times and ending with sending them two certified letters in attempts to get them to cancel my credit card processing account. I have a signed letter from them acknowledging that my account with them, yet they continue to debit their fees from my checking account. So far, they've twice debited $28.15 and an "Annual Fee" of $95 despite my account being closed with them. Product_Or_Service: Credit Card Processing

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to refund me $151.13 (the sum of $28.15 + 28.15 + 95). I also want them to stop all charges and send me another letter stating that my account is definitely closed and that they will not be charging my account ever again.

Business Response: Contact Name and Title: ****** ***** - Merchant Relations
Contact Phone: ************
Contact Email: *****************@e-mg.com
Dear Ms. ******:

We are in receipt of Ms. *****'s complaint and appreciate the opportunity to respond. Ms. ***** signed an agreement with Eliot Management Group ("EMG") in September of 2009. Our records show receipt of Ms. *****'s request for an anniversary closing on June 30, 2014. In accordance with this request, Ms. *****'s processing account with EMG was closed on September 10, 2014, the end of the current contract term. An automatic charge was made to the account for an annual fee of $95 on September 2, 2014, as the account was in an active status. However, this amount was credited back to the merchant on October 13, 2014. Further, we do not show any additional charges have been made to the account since September 30, 2014 when the account was charged a September monthly statement fee of $22.01. At this time the account is in fact closed in good standing.

Please be advised, we show Ms. ***** has a separate agreement with the third party entity, Lease Finance Group ("LFG"), for processing equipment. Ms. ***** must contact LFG directly with any concerns regarding monthly lease charges.

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

****** *****
Merchant Relations

11/13/2014 Problems with Product/Service | Complaint Details Unavailable
11/6/2014 Problems with Product/Service | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Complaint Details Unavailable
9/25/2014 Problems with Product/Service
9/3/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Orig merchant acct app & agreement waives $95 annual fee. App to corp was re-copied & sent w fee. Sent in copy w my sig so looks l agreed. I signed up for a merchant account with Eliot Mgmt Group with ******* ******* on 6/8/12. The original merchant account & application waives the $95 annual fee. The rep re-copied the 2nd page and included the $95 annual fee. She submitted to corporate the original pages 1 & 3 along with the re-copied page 2 to corporate. Page 3 includes my signature so it appears I accept the agreement. This was discovered while closing my business. I have been charged 2 years of annual fees and $42 in June after closing my business. I was also sold a new cc machine 2 years ago that is no longer used after being told it had a 20-year compliance. I have a two-year old, $450 cc machine that is worthless. I have called Eliot group starting in June and the call is automatically forwarded to corp in Texas. Corp says there is nothing they can do because the agreement they received includes the $95 annual fee. In June I spoke with *** ****** (at corp) and she said she would research the complaint. I have not heard from her. I have called everyday since June 30th and left a message on her voice mail to call me and she has not returned my calls. When I call the Utah phone #, it is answered at corporate in Texas. I mailed a copy of the original agreement, showing the fee waived, to corp. I received a copy of the agreement that was submitted to them by ******* ******* and is does not match the original copy I have.

Desired Settlement: I am seeking a total refund of $232. I was charged a $95 annual fee on 6/4/13 and $95 on 6/3/14. I was charged $42.01 on 7/2/14 for monthly fees. I want the $495 termination fee waived. The application & agreement I signed was fraudulently changed and should be voided.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Contact Name and Title: **** ******-Merchant Relations Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *********'s complaint and appreciate the opportunity to respond. Please be advised Supervisor *** ****** has been in direct contact with Ms. ********* to resolve her concerns. Our records indicate the processing account has been close with no penalty and a refund in the amount of ******* has been submitted. The funds should be credited to the bank account on file within the next 3-5 business days at which time we will consider the matter in its entirety closed. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations Initial Consumer Rebuttal /* (2000, 7, 2014/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response. They reimbursed me the annual fees for 2 years, the service charges and waived the penalty fee.

7/3/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/13/2014 Problems with Product/Service
5/29/2014 Problems with Product/Service
5/22/2014 Problems with Product/Service
5/12/2014 Problems with Product/Service
4/30/2014 Billing/Collection Issues
4/24/2014 Problems with Product/Service
4/24/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
4/10/2014 Problems with Product/Service
4/8/2014 Advertising/Sales Issues
3/26/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service
3/5/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When setting up the service was told the contract would be month to month and could cancel at any time. I was told by local sales rep the account would be month to month and could cancel at any time. I called to cancel the service since I shut down my website and have no need for credit card processing where I spoke with ***** and ******. I was told it was a 3 year contract and I would have to pay almost $500 dollars to cancel early. I contacted my sales rep **** ********** whom no longer works for Eliot Management Group, and he confirmed that he submitted it as a month to month contract. I have had nothing but problems with this service. Eliot Management is also holding on to money from transactions placed on my website earlier this year and last year. They have not released any of these funds to me, nor deposited them into my account. I am also being charged $46.48 cents a month which is not what was agreed to when switching my credit card processing over to Eliot.

Desired Settlement: I would like this service to be cancelled with no early fee as per the month to month agreement, as well as the money owed to my company from credit card processing to be sent to me or be deposited into my account.

Business Response: Initial Business Response /* (1000, 13, 2013/12/26) */ We have inquired with the appropriate department regarding the procedure for release of the held funds. We have been informed that once Mr. *******'s account is closed the funds being held will be released to him. At this time we await Mr. *******'s closing request as stated in our original response. Thank you for your attention to this matter. Should you have any further questions or need any additional information please do not hesitate to contact me directly. Sincerely, ****** ***** Final Consumer Response /* (2000, 27, 2014/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 25, 2014/01/17) */ Ms. ******* In response to Mr. *******'s request, a letter has been mailed to him confirming his account was closed on January 08, 2014. Enclosed is a copy of the confirmation letter for your review. We appreciate your attention to this matter. Sincerely, ****** ***** Merchant Relations

1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a small business in Dallas, Texas. I have used the Eliot Management Group for about 4 or 5 years now to manage my credit card accounts and also I have a small business in Dallas, Texas . I have used Eliot Management Group to manage my credit card accounts from customers and to buy and pay off my credit card machine on a monthly basis. I informed Eliot Management Group that I had wanted to close my account. They told me that since I was under a contract, I would have to continue until November 5, 2013, when the contract ended, which was fine with me. At that time, they informed me that I would need to fax in my request to have my account closed. I faxed them the request to close the account on August 19,2013. After my account wasclosed on the 4th of November, my business bank account was debited for credit card management fees. I called to inform them that they debited my account when my account has already been closed. They stated that the account was just recently closed, , and there wasn't enough time to stop the automatic debits. I told them that I could maybe understand this, (even though I faxed them my letter of intent to close accounts on August 19th and the account was officially closed on the 4th of November), but that they would need to immediately put the amount back into my account and pay for my over draft charge since this was no fault of my own that my bank account went under. They told me that they couldn't guarantee this, since everything was automated and that if put in a request today, it my that 14 days to reverse.My funds were FINALLY deposited back into my account 14 days later. Then on December 2, 2013 another management fee was deducted. They, at this time, told me that they could not be sure if they would be able to refund this since the account was still open four 4 days in November. They also, again, refused to pay the overdraft charge. After having an account with this company for as long as I have, I have felt that their customer service was greatly lacking. I honestly am afraid that they will continue to debit my account.My bank has told me that if it were to happen again that I would need to close my account and reopen another. I have all my checks printed from this account so it would be expensive to reorder. I am writing so you could warn other business owners of the problems that I have endured with this company.

Desired Settlement: I would appreciate and expect Eliot Management Group to pay my overdraft charges.

Business Response: Initial Business Response /* (1000, 10, 2013/12/16) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *******'s complaint and appreciate the opportunity to address her concerns. At this time, we would request Ms. ******* submit copies of her bank statements reflecting the charges in question so that we may review her concerns. Ms. ******* should fax the requested documents directly to XXX-XXX-XXXX for review. Upon receipt, we will respond to Ms. *******'s complaint. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with this company for about a month now and since day one I have had nothing but problems. I am always having to call and get something fixed or changed.I own a jewelry store and have been in Business for 28 years, I do alot of custom work over $900 and have never had any issues with my money going thru from the terminals I had before until now.I was reassured that I would have everything I had now and more with them including a high credit limit and low monthly prices. They have failed to provide me with the High credit limit on my sales and now are holding MY money I received from trust worthy customers. I have called several times to see about getting my money released and did everything i was told including providing them with all information.After receiving all the information they then told me it will be released in 100 days...This is outrages and bad business. I cant believe they are allowed to hold my money for so long with no reason at all. Product_Or_Service: merchant services

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my money in my account ASAP and to cancel the contract with them as I have had nothing but problems and will never be happy with this company after all I have been thru.

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *********'s complaint and appreciate the opportunity to address her concerns. In response, we have attached the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Ms. ********* signed the three year Agreement for credit card processing with Eliot Management Group ("EMG") on September 23, 2013 acknowledging she had received, read and agreed to be bound by the Agreement and its Terms & Conditions (See, page 3 of the Agreement). The Agreement (pg. 1) clearly states the account ticket size is based on approval by Bank and ¶ 17 of the Terms & Conditions reserves the right of Bank to adjust or amend the Merchant Profile Section at its sole discretion. Paragraph 17 of the Terms also states that Bank shall have no obligation to pay merchant for transactions that present a potential risk. Our records indicate Ms. *********'s account was approved for a high ticket amount of $500 based on her credit; of which Ms. ********* was advised via mailed correspondence. In November 2013 Ms. ********* ran two transactions over the approved high ticket amount, one for $2,956 and another for $1,370, which resulted in account suspension and holding of funds (See, ¶9 of the Terms). Upon performing due diligence, the transactions were deemed to pose a potential risk to Bank due to Ms. *********'s credit and limited banking, therefore the decision was made by EMG to reverse the transactions and the funds were returned to the cardholders as permitted in ¶ 9, 17 and 28 of the Terms & Conditions. Our records indicate Ms. ********* has used and received benefit of the account to process over $18,000 in transactions as recently as December 10, 2013. Should Ms. ********* wish to close her processing account, she should do so in accordance with ¶23 of the Terms & Conditions. Please note that account closure prior to the contract expiration date of September 25, 2016 will result in an early termination fee of no less than $595. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed a contract under Eliot management groups admin. We were mislead, not shown the entire contract, and some pgs were fraudulently initialed. 1) Were sold a lease and cc equipment under false information given by the representative concerning its functionality and capability. The equipment were sold on did not meet promises, however, the bigger concern is that the representative put in our contract a different piece of equipment, that did not work in our location. 2) We were not shown all of the terms on the contract. Specifically we were not shown the terms of the "non-cancellable lease" 3) Initials on the "non-cancelable lease" document where fraudulently and incorrectly typed in. 4) Many minor and substantial errors throughout the documents demonstrate we did not see the full contract, fill it out. I was shown on an ipad a section of a page with signature. I was discouraged from reading what was shown. I was under the understanding I was shown all of the terms and conditions and signed under that I had. 5) I was not given a copy of the documents and was told I would receive them by email. I did not receive that email. Months later after pressing EGM I received signed forms, still without all of the terms and conditions associated with the contracts we signed. 6) The contracts were split out between several companies (most of which are in the same building) to "legally" hide behind red tape. 7) We sent certified letters to all companies involved. All of the companies that bill us have continued to bill us and have not responded to our certified letter. One company said they did not have our letter on file. We are sending it again. They told us it didn't matter and that they would go after us personally, first by attacking our credit if we didn't pay over $500 to cancel the contract.

Desired Settlement: I expect Eliot Management group to resolve all matters with the companies they unscrupulously signed us up for, without our payment or penalty to us.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: **** ****** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. ******'s complaint and have reviewed his concerns. In response thereto we have attached the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("Terms & Conditions"); both of which Mr. ****** acknowledged to have received, read and agreed to be bound by (See, pages 3 and 4 of the Agreement). Also enclosed is a courtesy copy of the Non-Cancellable Lease ("the Lease") with Lease Finance Group ("LFG") for your review. Mr. ****** signed the three year Agreement for credit card processing with Eliot Management Group ("EMG") on July 16, 2013. That same day Mr. ****** signed a separate Lease agreement with LFG for processing equipment; however, we show that the Lease was withdrawn at Mr. ******'s request not to proceed with the Lease. Page 3 of the Agreement and ¶23 of the Terms & Conditions establish the early termination fee of no less than $495 for termination of the contract prior to the end of the term (July 22, 2016). Please note, Mr. ****** used and received benefit of the account to process credit card transactions and as such, he will remain responsible for the contractual fees charged on the account. Mr. ******'s account was closed on November 6, 2013 upon receipt of his closing request and the early termination fee of $495 was waived as a gesture of good faith. However, our records indicate the attempt to debit the contractual monthly fees for October 2013 was denied by Mr. ******'s financial institution. The account is currently in collection for $94.43 ($69.43 October monthly fees and $25.00 collection fee) and Mr. ****** should contact ***** Rasberry at XXX-XXX-XXXX to remit payment in the specified amount. Upon receipt of payment from Mr. ****** we will consider this matter resolved. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (3000, 7, 2013/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will accept this comprise under the conditions discussed below. We are fully willing to pay for October. The cancelation fee is unjustified. We were communicating ***** ******** (the agent of First American Payment Systems that EMG said to pay in order to resolve this issue) for weeks before coming to the BBB, sending him certified letters and emails requesting the company review our complaint. He did not have the first certified letter in our file and we had to send a new one. He said it did not matter and that he would come after us personally. Even after informing him were we advising our attorney and that we sent a complaint to the BBB he informed us by email that "can and will post this to" our personal credit and send it to collections. It is interesting that only after coming to the BBB is any gesture of good extended. Even so, we will pay the $25 collection if EMG can certify that this payment and other good faith waivers made in our behalf will end all contractual agreements entered into under their administration, including but not limited to Eliot Management Group, First American Payment Systems, Lease Finance Group LLC, and Fifth Third Bank, Secur-Chex, and First Advantage AND remove any reports made to any credit agencies business or personal OR verify that no such reports were made. To satisfy our claim we request 1) a written response verifying all contractual agreements with all parties involved will be terminated upon the above discussed payment AND 2) resolve our credit concerns. Final Business Response /* (4000, 9, 2013/12/09) */ Ms. ******* We have received and reviewed Mr. ******'s rebuttal. This will serve to confirm that no negative reports have been placed on Mr. ******'s credit to date. Upon receipt of payment for the outstanding balance of $94.43 we will consider this matter entirely resolved and no negative information will be reported on Mr. ******'s credit. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sign up for credit card processing, was told I would be able to print a tip line on the system I was sold, I cannot. Also was not suppose to start service for 20 days yet was charged for service from the date I signed the contract. Salesman did not come to hook up system for 18 additional days after when it was supposed to be hooked up. Product was not what I was told it would be. Company is extremely difficult to get ahold of anyone who can do anything, managers never call you back it took 7 different phone calls to finally speak to one which basically just said sorry that's not in your contract and that's it. They don't hold their salesman responsible for the lies they tell you to get you to sign the contract. They pitch that you can contact the local office, but when you call local office always routed to a non local que when you tell these people what's going on they tell you that you need to talk to the local office yet the number they give you routes you back to their que in a circle over and over. No one in the company will actually get anything done. Been on the phone sooooooo many times trying to resolve this. Worst and shadiest company I have ever dealt with in my life. Btw finally got the salesmans personal number but he never answers or calls you back, the one time I talked to him he said he would see if he could swap out the system. But he never came by called back, etc. I have made my best effort to just get them to switch out this system for an old school swiper, but to no avail Product_Or_Service: Credit card processing Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) They bring me a swiper that can print a tip line, what I was originally promised the system I was sold would do. System now works as an app on an iPad which doesn't have capabilities to print a tip line

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. Garcia: We have received and reviewed Mr. *****' complaint. Please be advised, Eliot Management Group ("EMG") has been attempting to reach Mr. ***** in an effort to resolve his concerns; however, to date these attempts have been unsuccessful. At this time we would request Mr. ***** please contact *** ****** at XXX-XXX-XXXX for assistance regarding this matter. Thank you for your attention to this matter. Please do not hesitate to contact the undersigned directly with any questions or concerns. Sincerely, ****** ***** Merchant Relations

12/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The salesman lied about the rates. The sales rep *** ****** promised me a lower rate for credit card processing then I was currently paying on 5/7/2013. When I got my first statement in August the rate was almost 30% more then what I used to pay. When I contacted them they said they would send someone out to go over the statements. They never sent anyone out and the rate was high again the next month. I disconnected the machine and placed an ACH filter on my bank account. Now they are trying to collect a termination fee when they clearly did not hold up their end of the contract. They have given me an MID# XXXXXXXXXXXXXXXX. on 11/22/2013 They have offered to reduce the fees from $647.71 to $200.

Desired Settlement: I want them to reduce the fees to 0 and stop contacting me and close the account.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Mr. ******* We are in receipt of Mr. ******'s complaint and appreciate the opportunity to address his concerns. Please be advised we have previously responded to Mr. ******'s complaint and have attached our response to Mr. ****** for your review. Please feel free to contact the undersigned directly should you have any questions or need any additional information. Thank you for your attention to this matter. Sincerely, ****** ***** Merchant Relations

12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were/are an existing customer when we received a call from Eliot Management Group in May 2103, indicating that we we HAD to replace our terminal for security issue. Since we were only 24month into the lease, I indicated my concern that we would end up with two lease charges. I was assured that this would not be an issue. I gave my verbal OK to change the terminal and a new one was sent our, which we installed and put into service. No instructions for returning the old terminal were given.The very next billing cycle we had TWO automatic deductions taken from our bank account - one for each terminal. I called and was told that they would look into it. Next month - same thing. I called again and still got now response. Finally I asked to speak with customer retentions and was given a name and number to call: *** ****** at XXX-XXX-XXXX. I called here and she was very accommodating and said that she was sorry for any misunderstanding. She would look into it and get back to me. She never did. And now she does not and answer her phone or return my messages.And we continue to get charged for 2) Terminals each month. Very frustrating. Based on this experience I would never recommend Eliot Management Group to anyone. Account_Number: XXXX-XXXX-XXXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I request that the charge for the second terminal stop. Also I expect that we will be reimbursed for the secondary charges for the OLD terminal since the new terminal was installed and we started getting double charged: May, June,July, Aug, Sept, Oct, Nov, (and presumably December) @ $49.22/ month = $393.76

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Ms. ******* We have received and reviewed Mr. *******'s complaint. Please be advised Ms. *** ****** has been in contact with Mr. ******* to resolve his concerns. In result, the lease with Lease Finance Group ("LFG") is being charged back by Eliot Management Group ("EMG"). Upon receipt of the terminal from Mr. *******, a refund of all payments made toward the lease will be requested from LFG. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (2000, 7, 2013/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Assuming that Eliot Management does what they agreed to, I will be satisfied. I was contacted by a *** ** who gave me an address to return the terminal to along with a letter to cancel the lease and request a credit for the charges for the old terminal. This information WAS NOT given to me prior to this contact. The terminal has been returned and the tracking number conveyed to Mr. ** Once the charges for the original lease stop AND I get this credit, I will consider this case closed. Until then, I reserve the right to reopen this case.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a Notice to Cease Bank Card Processing form to cease credit card processing by this Company. $495 was arbitrarily withdrawn from my account. Nowhere in that document is any mention of this amount being withdrawn as a result of such cancellation. Merchant ID XXXXXXXXXXXXXXXX. I had been doing business with them for several years. None of the paperwork in my folder discusses any such penalty fee for cancellation.

Desired Settlement: I want the $495 refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2013/11/05) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. ****'s complaint and appreciate the opportunity to respond. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Please be advised Ms. ****'s processing account with Eliot Management Group ("EMG") became active on January 18, 2007. Ms. **** signed acknowledging the Terms & Conditions on page 4 of the Agreement. Page four ¶23 of the Terms & Conditions establish the Agreement to remain in full force and effect for a term of three years, after which it is to automatically renew for additional one-year periods unless terminated by the merchant per the guidelines established. These guidelines state the merchant is to submit written notice of non-renewal at least thirty days, but no more than ninety days, prior to the end of the applicable term (January 18, 2014). The account was closed on October 8, 2013 upon receipt of a closing request from Ms. ****. As the account was closed prior to the contract expiration date, the contractual early termination fee was assessed and no refunds are due for this amount. At this time we stand by the signed Agreement and EMG considers this matter closed. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (4200, 11, 2013/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fees could not be incurred in October as account was closed 10/8. I request AGAIN a refund of the last charges. Final Business Response /* (4000, 9, 2013/11/15) */ Ms. ******* We are in receipt of Ms. ****'s feedback and appreciate the opportunity to respond. Upon further review of the account we have determined the debited funds Ms. **** refers to were fees incurred during the month of October and billed the following month in November. At this time we stand by our original response and no refunds are due. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations

11/14/2013 Problems with Product/Service
10/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Eliot Management Group sells merchant credit card processing services to businesses. Within the last 12 months, I have repeatedly requested that our business be removed from their Do Not Call List. Some agents tell me yes (which hasn't happened), while other agents, such as today's, tells me there is no such list and basically that they are going to keep calling. These calls come anywhere from 1-3 times PER WEEK and they are told the same thing every time.The agents also like to use the tactic that they have spoken to "my boss" who already approved a meeting with them. This, however, is impossible.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to the calls to both of our locations stopped immediately. I want no calls to our following numbers:XXX-XXX-XXXXXXX-XXX-XXXXXXX-XXX-XXXXXXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 10, 2013/10/29) */ Contact Name and Title: ****** ***** - Merchant Relations Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Ms. ******* We are in receipt of Ms. *****'s complaint and appreciate the opportunity to address her concerns. In compliance with Ms. *****'s request we have requested a Do Not Call notice be attached to the phone numbers listed in her complaint. We apologize for any inconvenience caused to Ms. ***** and request that 24 to 48 hours be allowed for this notice to take effect. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Final Consumer Response /* (2000, 12, 2013/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the quick response!

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After 5 months of problems, from over charges to double or triple charging customers. Down to the sales rep WILL NOT call me back. With over 60 wrong transactions in less then 60 days. The C.C. processing machine working and not working from time to time. On 6/4 the machine was turned off, due to ***** ***** of the renton wa office. She has single handly cost me customers. Nor will she call me back now. I called customer care about the problem twice and still NO CALL BACK. After months of problems, all I asked was to be let out of the contract. Minimum $495.00 to cancel, or $65.00 to keep the machine and not use it. I do not feel that its right that I pay them for service and them NOT perform. After catching the problems, and two days of going over every invoice. To over charging me DOUBLE for my wireless. I hope that this helps other businesses make a better choice than I did. Product_Or_Service: Credit Card Prosessing Account_Number: *** **** ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Out of contract.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/14) */ Contact Name and Title: Ms. **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. ******* complaint. Please be advised that Ms. *** ******* Merchant Relations Supervisor, has reached out directly to Mr. ***** and is actively pursuing this matter to resolution. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Coordinator Consumer Response /* (3000, 11, 2013/10/02) */ After months of miss billing an lies, "IF" they would call me back. I still am being billed, after *************** management, closed my account without the proper paperwork from me. Closing my account without written statement from me. So as of now, I have a leased C.C. Machine that dosent work an I can't get out of the lease. Their attempt to close my account, so they would not have to deal with the problems at hand. I have sent the BBB a complaint about the company within the last few months. After hearing about the complaint, EMG offered *** **** ******** - to get out of the agreement (3 managers of the Renton office). In doing so, they left me with a C.C. Machine that they said they would help me get out of whole deal . The bank that funded the lease, has paid them 1500.00$ For the lease an now I have to pay it back. I have had no problem paying my bills from all party's, all paid up and NEVER late. With over 80 + mistakes on C.C. Billing to my customers. With no paperwork to follow the mistakes, as requested from TTE. Business Response /* (4000, 13, 2013/10/03) */ Dear Ms. ******* We are in receipt of Mr. *****' correspondence and appreciate the opportunity to address his concerns. Our records indicate every effort has been expended on behalf of Eliot Management Group ("EMG") to remedy the processing issues Mr. ***** has experienced. Mr. *****' processing equipment was exchanged and all duplicate charges made to his account were refunded. However, as Mr. ***** continued to express discontent with the processing services, EMG reached out to the merchant and offered to close his processing account with no early termination fee, as requested in Mr. *****' June complaint. Mr. ***** refused to submit a closing request in accordance with the terms of the agreement therefore on August 28, 2013 EMG exercised its right to close Mr. *****' processing account. Currently the account is closed and no amounts are due to EMG. At this time, EMG considers this matter resolved in its entirety. Please be advised, Mr. ***** remains bound by the separate lease agreement he signed with Lease Finance Group ("LFG") and any matters pertaining to the lease should be addressed to LFG directly as they are a separate entity. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 09/05 I received a call from ***** ****** stating that he would like to offer me a great deal for merchant services. I advised him that I was not the owner and that we are already setup on the Square and was happy with the services because we would not be in any kind of contract. He stated that he would like to come by and just make an offer so I said okay. On 09/06 ***** ****** came to the place of business. He started out with telling me what he can offer, which was 0.001% on cc transactions that he would waive the $24.99 monthly processing fee. I informed him that we did not want to be in any kind of contract he stated that he would have us on a month to month to try the service out so if we did not like it we can cancel. I ask about the equipment he stated that he would get 25% off from him as the sales manager and then he made a call to ***** ******* asking to use his 30% that he has, I was not sure what that was for so he stated that he would take care of the equipment part. Because he stated that we was going to be on a month to month service I went ahead and signed my name on all of the papers, which was blank and all that he offered was on a paper that he wrote on. When I informed him that all the paper work would have to be in the owners name but I had already signed them he stated that he would take care of that. I ask several times that we are not going to be in any kind of contract and several time he stated no it would be month to month. The 3 guys left the location and about 2 hours later I received a call from ***** ****** stating that he needed a copy of the sale tax permit and a copy of a cancelled check which I text to him Everyday until the cc machine was connected he or one of his sales guys called to see if it was done and I assume that is was to seals the deal for them. I was not given copies of anything he stated that he would bring it back once he takes care of everything and the machine was here. I had no ideal what charges we are looking at or what was going on until the machine came on 09/13 which was the day I set the machine up with a customer service person that called me. After that I did not here from anyone from that company again. So on 09/16 we received a contract that did not have my name on it but the owners name which I did not understand because I am the one that signed everything. The letter we received was from Lease Finance Group LLC which I was not informed of because my understanding was that we are on a month to month and I can cancel anytime, but this was about the equipment for 59.99 for 48 months which I will never informed of at the time we went over everything. When I reviewed this paper that he claim that I signed my name was not on it, someone else signed it because was not the owners either. This company sales agent was very deceptive and disclosing all of the fees can charges and worst of all signing the owners name after they left. Product_Or_Service: Merchant Services Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) First I would like for them to remove the owners name from the agreement because she was not here to sign or okay anything under her name. Secondly I want them to stand by what they stated and that would be a month to month agreement so that I can cancel, also I want them to cancel the equipment agreement and take back there equipment and we will not do business with them. The are trying to force us into doing business with them which should not be allowed. We connected them device on 09/13 which was the same day they drew up papers and by the weekend on 09/16 I was calling to get out of this and that is when I found all this out. I thought that we had 72 to change our mind because this company came to us and not us go to them, I guess this is why we did not get a copy of anything because they did not want us to see all the hidden charges that this company has. If was after the fact but when going to Eliot Management Group complaints there was over 158 complaints against this company.

Business Response: Initial Business Response /* (1000, 5, 2013/09/24) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of the merchant's complaint regarding the processing account for Nates Cell Phone Repair and appreciate the opportunity to respond. In response thereto we have enclosed a copy of the signed Merchant Application & Agreement ("the Agreement") we received to set up the merchant account in question. Also enclosed is a courtesy copy of the Non-Cancellable Lease ("the Lease") with Lease Finance Group ("LFG") for your review. Please be advised, we take the merchant's allegations of forgery very seriously and wish to investigate this matter further. As such, we would request a copy of the driver's license of Ms. ****** ******* to confirm her signature. This documentation should be submitted via facsimile at 866/XXX-XXXX. Upon receipt, we will review and respond to the merchant's complaint. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Final Consumer Response /* (2000, 7, 2013/09/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be sending a copy of several documents showing this is not my signature on any of the documents that this company has or the leasing company as well. This will all be sent to both companies today.

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My business was lied to and we were charged over $1000 and sent to collections w/o having ever processed even one credit card with Eliot. I own a small business in Gresham, Oregon. We opened April of 2012. Initially we signed with another merchant service company but shortly after opening were approached by a Eliot Management Group Merchant Service Sales Representative with information about how we could save money on our credit card processing so a meeting was set with my business partner, me, and Bobby Bjork(spelling could be wrong) whom works for Eliot. We explained that this was all fairly new to us and that we had some circumstances that prevented us from immediately changing companies, we were assured this would be a painless process and that NOTHING would happen until we gave him permission to activate our account and get going. We asked him to provide a worksheet showing how we would save money(which he provided but to the average person looked almost uninterpretable), and also informed him that we were in the process of changing banks so it would be 4 to 8 weeks before we could start. The representative was relentless and insisted he just wanted us to fill out all the proper paperwork to have ready for when we could begin. Within one month we were receiving monthly minimum processing fees of $50. He was contacted almost immediately and we were told that these fees would be refunded to us since we had not actually authorized him to begin our services. At this point we had a very bad taste in our mouth and felt mislead to the point of fraud. We decided not to move forward and activate. So after months and months and MANY attempts(including today I was told by the sales office that the matter would be looked into and I would be called back immediately...that was hours ago) to stop the services and fees that were being racked up without actually EVER USING THEIR SERVICES my business received a collection letter in the mail that stated we owed them almost $700!!! Unfrikin believable. I was told by one representative that we could be released from our agreement(that we never authorized to begin the sales rep just straight lied to our face) if we paid the almost $500 cancellation fee for a 3 year agreement(NEVER EVEN MENTIONED by the rep) I would like to point out again that my business never even processed one credit card with these guys. We were deceived and lied to by the sales rep and have been offered no help from anyone in regards to our problem. Multiple times and forms now have been faxed and emailed to cancel our account and recover money that was WRONGFULLY taken and we are still being charged. This business is CRIMINAL and the way they protect their LYING sales reps is disgusting. I would suggest that nobody ever use this business for anything unless you want to be ripped off and lied too.

Desired Settlement: We would like Eliot to refund any and all money they took from us and also cancel our account and waive and charges for doing so. Also the termination of the sales rep that lied too and deceived us would be justified.

Business Response: Initial Business Response /* (1000, 5, 2013/08/27) */ Contact Name and Title: **** *************** Relations Contact Phone: XXX-XXX-XXXX Ms. ******* We are in receipt of Mr. ******'s complaint and appreciate the opportunity to address his concerns. In response thereto enclosed you will find a copy of the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Mr. ****** and Mr. ***** entered into an Agreement for credit card processing services with Eliot Management Group ("EMG") for a term of three years on October 5, 2012. The Agreement has an automatic renewal clause (¶23) for one year periods until notice of cancellation is provided. The Acknowledgements page of the Agreement clearly states that the merchant acknowledges no verbal agreements or representations have been made and that merchant has relied solely on the Agreement and the Terms & Conditions; however, if Mr. ****** has documentation supporting his request that the agreement not to be submitted until he contacted Mr. ****** we are happy to review. Our records indicate Mr. ***** contacted EMG on November 16, 2012 and again on April 16, 2013 to request closure of the account. During both calls, he was given instructions to close the account and the fax number to submit the contractually required written request. To date, EMG has not received the requested closing letter. Please be advised EMG's attempt to collect the statement fee for July 2013 was rejected by Mr. ******'s financial institution and as such his processing account was closed and submitted for collection of the outstanding balance of $608.50. It is EMG's understanding that after being contacted by the collector, Mr. ****** previously agreed to a reduced amount of $495 in full and final settlement of his debt. However, as a gesture of good faith and in an effort to reach an amicable solution, EMG will agree to accept a further reduced amount of $300 to resolve this matter. Mr. ****** may contact Eduardo Desabelle, Collection Specialist, at XXX-XXX-XXXX to discuss payment options. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (3000, 7, 2013/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just having had a conversation with the local office this past week they acknowledged they did in fact receive(at least one) of the multiple termination notices we had both faxed and or emailed over the course of the past year. Communicating with Eliot about this problem has been a customer service nightmare and it wasn't until this past week that a BRAND NEW district manager asserted herself as a point of contact for us. Otherwise we've just been bounced around every single time from local office to national office and told over and over and over again that someone would be in contact that day. NEVER HAPPENED! Eliot now asks us for proof that their sales rep(of course no longer with them) lied to our faces and deceived us. How are we to do that??? They choose to ignore the fact that within 30 days of this meeting with their rep we received $50 minimum monthly charges and IMMEDIATELY refuted them. We did this over and over and over and in fact to Eliots credit they did reverse some of those fees. So is Eliot trying to imply that while we refused these charges and complained on multiple occasions about what happened they have no knowledge of us wanting nothing to do with them from the start? It makes ZERO SENSE. Again I would like to reiterate the fact that we never processed even one credit card with them and they continued to charge us, deny receiving termination notices, and provide no regular point of contact for us to resolve this matter. VERY convenient for them I would say. We are not the company with a history of disorganization and bad sales rep practices, THEY ARE! All of our accounts are in great standing and this is the only one we have ever had problems with. What is the problem with simply dismissing these charges and letting us both go our own separate ways considering all the evidence points towards their negligence. Thank you again for your time BBB Im very happy to have this resource to let everyone know what a horrible company this is. Final Business Response /* (4000, 9, 2013/09/05) */ Ms. ******* We are in receipt of Mr. ******'s rebuttal and appreciate the opportunity to address his concerns. We have further reviewed the account and once again, we have found no confirmation or documentation from Mr. ****** of written notification of closure. Mr. ****** admits that he signed the Agreement, wherein he acknowledged to have received, read, and agreed to be bound by the Agreement and its Terms & Conditions. Regardless of how many transactions were processed, the term of the Agreement was for three years. Had a termination letter been received the account would have been closed; however, cancellation of the Agreement prior to the end of the three year term would have resulted in the charge of the early termination fee. Notwithstanding the forgoing, in an effort to bring this matter to a close, we will agree to close the processing account with no fee upon receipt of a signed closing request from Mr. ******. This request should be submitted to me at fax number XXX-XXX-XXXX no later than Friday September 13, 2013. Upon receipt of the closing request the account will be closed. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed an agreement with Eliot Management on July 26, 2013 and on July 29, the representative was notified to cancel the service and she said she would notify the company and since that date she has failed to respond to phone or email contact and she did not notify company of my intent to cancel. Product_Or_Service: POS system on 3 yr lease

Desired Settlement: DesiredSettlementID: Other (requires explanation) Want them to pick up their equipment and cancel all contracts signed by me.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* Thank you for the opportunity to respond to Ms. *****'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Ms. ***** signed a three year Agreement for credit card processing with Eliot Management Group ("EMG") on July 26, 2013 with a contract expiration date of July 29, 2016. The Terms & Conditions (¶23), which Ms. ***** signed acknowledging on pages three and five of the Agreement, state the contract is to remain in full force and effect for a term of three years. Paragraph twenty three of the Terms & Conditions also states that termination prior to the end of the term will result in an early termination fee of no less than $495. Our records indicate Ms. *****'s processing account with EMG was closed upon receipt of a faxed closing request on August 12, 2013. At this time no balance is due to EMG and we consider this matter resolved in its entirety. Should Ms. ***** have any issues regarding the Non-Cancellable Lease Agreement she signed with Lease Finance Group ("LFG") she should contact them directly at phone number: 312/XXX-XXXX, as they are a separate entity. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Consumer's Final Response /* (4200, 15, 2013/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) But I know I will never get anything from this except a bad mark on my credit. Business' Final Response /* (4000, 13, 2013/08/28) */ Dear Ms. ******* We are in receipt and review of Ms. *****'s additional correspondence. At this time, we stand by our original response. Please feel free to contact the undersigned directly should you have any questions or need additional information. Sincerely, ****** ***** Merchant Relations

8/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charged me fee's and then charged me bank card fee's for monthly terminal before I even received the terminal, as you can see I have been charged and stll continue to be charged.

Desired Settlement: 07/01/2013 ACH Debit ELIOT MGMT GROUP FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $85.48 07/02/2013 ACH Debit BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $42.50 07/02/2013 Fee INSUFFICIENT FUNDS FEE FOR A $42.50 ITEM - DETAILS: BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00 07/12/2013 Fee RETURNED ITEM FEE FOR AN UNPAID $495.00 ITEM - DETAILS: BANKCARD CLOSE FEE XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00 08/02/2013 ACH Debit BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $42.95 08/02/2013 ACH Debit BANKCARD FIRSTVIEW XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX 08/02/2013 Fee INSUFFICIENT FUNDS FEE FOR A $42.95 ITEM - DETAILS: BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00 08/02/2013 Fee INSUFFICIENT FUNDS FEE FOR A $7.00 ITEM - DETAILS: BANKCARD FIRSTVIEW XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00

Business Response: Business' Initial Response /* (1000, 5, 2013/08/09) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. ****'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Mr. **** signed the Agreement on June 26, 2013 acknowledging his approval and acceptance of the Agreement. The account was approved and activated on June 28, 2013. As the account was active during the month of June, the monthly fees of $42.50 (disclosed in the Agreement) were automatically charged. These fees were later refunded to Mr. **** on July 19th and July 24, 2013. The account was subsequently closed on July 10, 2013 upon receipt of a closing request from Mr. ****. Again, as the account was active in the month of July, the contractual month end fees for July were automatically charged. Further, as the account was terminated prior to the contract expiration date, a $495 early termination fee was incurred; however, the attempt to debit this amount from Mr. ****'s account rejected due to insufficient funds on July 11, 2013. As a gesture of good faith we will agree to refund Mr. **** for July 2013 end of month fees ($42.95) and waive the early termination fee of $495. This account is now closed and no additional fees will be incurred. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

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

Complaint: In 2009 we were solicited to open a new merchant account with Eliot Mng Group by a new sales person. I knew about the early termination fee but was told it was not a big deal. At no time did I knowingly sign a contract for auto renewal after the 3 year period.I would not have done so. The rep and I went through the contract where he pointed out pertinent information before I signed. I have very little time and the rep assured me that he had informed me of all important information.He had pointed out the termination fee BUT in another section separate from the first mention of the fee that he didn't point out is another section that speaks about the auto renewal which I was not made aware of by the rep. Feeling assured t hat my 3 years were up last month, I sent the processing machine back to lease co and still received a billing on my bank account . I called this morning and was given the info to put in a cancellation letter and further informed of the auto renewal and that since I was still under contract, I could either pay the $495. or continue to pay minimum on an account I no longer use til March 2014 which would be more than the 495! I asked to speak to the supervisor and was informed she was not available but would call me back. Yes I signed the contract but I feel it was misrepresented by the sales person. Further, most auto renewal arrangements notify you that the anniversary date is coming up to give you a chance to respond. I feel this is a way to keep their cash flow coming, knowing that a busy business person may not remember to contact them at anniversary date and thereby be locked into the contract for another year! By the way, my rep quit a couple years ago. Product_Or_Service: cc.processing

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have my contract terminated with no cancellation fee.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ****** ***** - Merchant Relations Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *****'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Ms. ***** signed the Agreement on March 6, 2009, at which time she agreed to have read, received, and be bound by the Agreement and the Terms & Conditions (See page 4). The Terms & Conditions clearly state the contract is to remain in effect for a 3 year term, after which the contract is to auto renew for one year periods unless terminated per the provisions in the Agreement (See paragraph 23). Ms. *****'s contract last auto renewed on March 11, 2013 and her current contract expiration date is March 11, 2014. Our records indicate Ms. ***** continued to process over $30,000.00 in transactions well after the auto renewal date of March 11, 2013. As such, Ms. ***** will be held by the signed agreement. Please be advised, should Ms. ***** decide she would like to close her account prior to the contract expiration date of March 11, 2014 an early termination fee of $495 will be assessed. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Consumer's Final Response /* (3000, 7, 2013/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can see that the auto renew information was buried many pages deeper in the contract. It was not located where it was easily found in relation to the 3 year contract terms. I contacted the person who was our company rep at the time of signing and HE didn't even know about it. Ideally, one should read every word of every contract before signing. However, I think this company knows very well that , with all the small print, this detail may be overlooked when it isn't listed up front with the 3 year contract info. Then it is too easy to miss that detail . Since there was no notification, as some companies choose to do, that the term was coming due, of course we continued to process with them and they were certainly being paid for their service as well. I still would like to be released from the contract as stated previously. Eliot has not lost a red cent on this contract and I respectfully ask them to terminate with no fee. Business' Final Response /* (4000, 9, 2013/07/17) */ Dear Ms. ******* We are in receipt of Ms. *****'s rebuttal. As previously stated, termination prior to the contract expiration date will result in an early termination fee of $495. However, as a gesture of good faith and in an effort to resolve this matter, we will agree to reduce the early termination fee to $300. Ms. ***** must fax a written request to close containing the name of the business, the merchant identification number, the date Ms. ***** would like her account closed and her signature. This request should be faxed to XXX-XXX-XXXX on or before July 26, 2013 to avoid additional month end fees. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

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

Complaint: Used this company for 4 years, sold our company on the anniversary date of the contract start date (july 2012) so when I called to close/ cancel all services I was told I would have to pay a large cancellation fee or continue having monthly drafts out of bank account. I choose to continue monthly drafts and was told to mail a letter on April 1st or thereafter in order to have everything completed and cancelled the following year. Mailed letter via USPS middle of April 2013, called on Monday June 3rd and was told the girl I needed to speak with was out of the office. Called back on Tuesday and my call was redirected to 2 other places before I got to the right person (obviously the girl I needed to speak with was not out of the office, I was just directed to the wrong person). After speaking with the rep, she told me I was too late in calling and that they never received my letter and my contract renewed on June1st. I have been paying for services for a year, all I want is to close the account and not have to pay anymore money.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Close account as of July 2013

Business Response: Business' Initial Response /* (1000, 5, 2013/06/10) */ Contact Name and Title: Ms. **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ****** We are in receipt of Ms. *********'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Ms. ********* entered into an agreement with Eliot Management Group ("EMG") for Credit processing services on July 1st, 2008. In doing so, she signed documentation acknowledging to have read, received and agreed to be bound by the Agreement and its terms. The early termination fee and protocol for proper account closure are clearly disclosed on the Acknowledgments page (See, pg.4 of the Agreement) and the Terms & Conditions (See, pg.4), respectively. Our records indicate that Ms. ********* first contacted EMG concerning closing her account on September 12th, 2012, and again on October 11th, 2012. On both occasions, the procedure for closing the account was given. Ms. ********* again contacted EMG on June 4th and 5th, 2013 to inquire if her closing letter had been received. In both instances she was informed that her letter had not been received, and that she was outside of the contractually allowed closing period. Our records show that on each call, Ms. ********* was transferred directly to the appropriate department, and closing information was promptly given. As a gesture of good faith, we will agree to the reduced amount of $250.00 to immediately close Ms. *********'s account upon receipt of a signed closing letter received no later than June 17th, 2013. To expedite the closure of her account, she may fax the letter directly to 866/XXX-XXXX. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Coordinator Consumer's Final Response /* (3000, 12, 2013/07/16) */ mailed another letter asking to close the account,never received anything back until I received a letter 07/15 demanding payment in the amount $700+ Business' Final Response /* (4000, 14, 2013/07/18) */ Dear Ms. Garcia: We are in receipt of Ms. *********'s response. Please be advised that, to date, no closing letters have been received, and due to the assessment of account fees that we have been unable to receive payment for, the account has been sent to collections in an effort to recoup the contractually mandated fees. The current amount owed is itemized below. June End of Month Fees: $54.55 Annual Fee: $95.00 Bank Reject Fees (x2): $60.00 Closing Fee: $495.00 Collection Fee: $200.00 Total: $904.55 As a gesture of good faith and in an effort to resolve this matter, we will agree to immediately close the account with no fees provided that Ms. ********* remit payment for the last month of processing fees in the amount of $54.55 and provide a signed closing letter for the account. To accept this offer, she must fax the letter no later than July 26, 2013 directly to 866/XXX-XXXX. Payment should be sent to: Eliot Management Group Attn: Collections 100 Throckmorton St. Ste. 1800 Fort Worth, TX 76102 We appreciate your attention to this matter. Sincerely, ****** ********** Merchant Relations

7/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Eliot Management Group sales agents use deceptive sales tactics by not disclosing fees and conditions, and poor customer support when attempting to resolve problems or cancel service. Account_Number: Merchant ID Number:

Desired Settlement: DesiredSettlementID: Refund I would like to be reimbursed the $27 that I was charged in hidden fees and the $35 fee charged by my back since it over-drafted my account, so a total of $62.00. Since I'm self employed every penny is accounted and budgeted for and I was not expecting this $27 charge since the salesman failed to disclose this information.

Business Response: Business' Initial Response /* (1000, 10, 2013/07/15) */ Contact Name and Title: ****** ***** - Merchant Relations Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. *****'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Mr. ***** signed a month to month agreement on June 20, 2013 at which time he acknowledged to have read, received, and be bound by the Agreement and the Terms & Conditions. The rates and fees are clearly disclosed on pages 1 and 2 of the agreement, and are addressed in paragraph 27 of the Terms & Conditions. Our records indicate Mr. ***** used the services to process transactions in both June and July. He was assessed end of month fees in the amount of $26.04 for the month of June and will receive a statement in early August for transactions processed in July. The fees are in accordance with the Agreement and the Terms & Conditions. As such, we will hold Mr. ***** to the signed Agreement and no refunds will be issued. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

7/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had this service for a few years now but have not used it. I called sometime in July 2012, but was told that the service automatically renews itself each year in June and to avoid an early termination fee, a handwritten letter must be received by mail or fax within 30 days of the renewal anniversary date, so I waited for a year to pass. On March 08, 2013 I called in to get information about cancellation and was told a handwritten letter must be received within 30 days of June 20th to avoid a contract renewal and/or early termination fee. I requested the fax number and was told not to fax the letter until the 30 day period began otherwise it would not be recorded. In the first week of May 2013 a fax was sent to their offices containing my letter of cancellation followed by an additional fax a during the last week of May when it was discovered that the first fax may have been sent prematurely and would've been outside the 30 day time frame. A call was placed to the retention department following the fax and it was confirmed that the letter was received and that no further action was required on my part. Here we are in July 2013 and I have incurred new charges from this company because my contract had been renewed on June 6, 2013. After speaking with customer service, I was told that no cancellation fax was ever received and that they now require a fax confirmation in order to review my cancellation. Product_Or_Service: Merchant processing services

Desired Settlement: DesiredSettlementID: Other (requires explanation) I wish to cancel this service as I have desired to do for well over a year now.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/15) */ Contact Name and Title: Mr. ****** ********** Contact Phone: 800/XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. *********** ****'s complaint. Please be advised that Mr. **** is not the contract signor on the referenced account. However, in an effort to resolve this matter, we have enclosed the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Mr. **** **** entered into an agreement with Eliot Management Group ("EMG") on June 6, 2008, and in doing so signed documentation acknowledging that he had read, received and agreed to be bound by the Agreement and its terms. Please be advised that this Agreement was originally for a three year period, and was automatically renewed annually per provisions set forth in the terms (See, ¶ 23). Our records indicate that Mr. **** contacted our customer service department several times concerning closing his account; on February 8, 2011, January 31, 2013, March 8, 2013, and July 10, 2013. On each occasion, proper closing procedures were given and Mr. **** was advised that, per the terms, he would need to send a signed closing letter within the allotted timeframe related to his June 6th anniversary date to close the account (See, ¶ 23). As well, on each instance he was advised of the procedure with ample time to provide a fax of his closing request. On July 10th, Mr. ****'s advised he had sent a closing request in May, but he was advised that the fax had not been received. We offered to review any documentation he had for reconsideration of an anniversary closing, but to date no documentation has been provided. We will stand by the signed response, but as a continued gesture of good faith, we will agree to review any fax confirmations or additional information he may wish to provide. Mr. **** may fax any related documentation directly to 866/XXX-XXXX. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ********** Merchant Relations

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/10/10 we signed a contract with The Eliott Management Group in SLC to use their credit card machines at two events we had that year. They had us sign a contract but agreed to waive any fees because we are a small nonprofit. A few month later, our contract was assigned to PCI Smart who charged us $124.75 a year for three years beginning October 2010. They said if we cancelled the contract before the renewal date, there would be a fee over $400. To cancel the contract, you must send a letter 30 to 60 days before the ending contract date. You cannot submit it earlier than that. When we wrote a letter on 4/17/13 to cancel the contract, they said we were 5 days too late and it would automatically renew for another year. We wrote a letter to the Retention Department asking them to close our account with no further charges. I called on 5/20 and was told they had closed our account.We received a $37.05 debit on 6/3/13. We were told because our contract was used for 10 days in May, we were required to pay for their services during those 10 days, and to cancel the contract earlier than that would be a fee of over $400.We have asked our bank to credit the amount back to us. We are a small nonprofit and have not used any services from PCI or Eliott Management group since May 2010. Product_Or_Service: rental of credit card machines Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) We feel they should reimburse our $37.05 and we would like other businesses to know how difficult they are to work with; given the ridiculous window provided to cancel the contract, their refusal to cancel the contract early even though no services were being provided and the additional fee at the end of the contract for 10 days we already paid for last October0

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *********'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement"), the Merchant Processing Terms & Conditions ("the Terms & Conditions"), the Addendum for Seasonal Merchants ("the Addendum"), and the Important Notice about PCI Compliance and Security ("the Notice") for your review. Ms. ********* signed the Agreement on May 11, 2010, at which time she agreed to have read, received, and be bound by the Agreement and the Terms & Conditions. The contract auto renewed on May 11, 2012 for a one year term with an expiration date of May 11, 2013 in accordance with paragraph 23 of the Terms & Conditions Ms. *********'s inference that her contract was assigned to PCI Smart is incorrect. PCI Smart is the name of our PCI DSS compliance program. The yearly fee of $124.75 is assessed in accordance with paragraph 21 of the Terms & Conditions. The attached Notice was sent to Ms. ********* to inform her of this PCI compliance fee. As Ms. *********'s contract expiration date was May 11, 2013, closure prior to this date would have been considered early termination and therefore subject to the Early Termination Fee as stated in paragraph 23 of the Terms & Conditions. As such, end of month fees in the amount of $37.05 were correctly assessed in accordance with our agreement. However, as a gesture of good faith and in an effort to resolve this matter, we have agreed to refund this amount. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

7/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a sales representative from Eliot Management Group by the name of ***** out of the Charlotte, NC office to call and offer to compare credit card processing rates from Eliot Management Group and my present processor Bank of America (BOA). I am always open to getting the very best credit card processing rates, so I scheduled for ***** to come to my office on June 14, 2013. ***** showed up and was very professional and polite and I was impressed with her approach and her tenacity to sell me on the fact that she could beat BOAs rates. ***** and I went back and forth on several points and she showed on paper that she could save me 13% compared to what BOA was charging me in processing rates. She also agreed to give me one free wireless credit card processing machine and I agreed to buy the other 3 that I needed at a price of $400.00 a piece. I stipulated that I would purchase one unit per month for the next three months so that I would have a total of 4 that should be sufficient for my operation. I agreed to sign a one year contract with ***** and I STIPULATED THAT MY CONTRACT WITH BOA WAS NOT UP UNTIL THE LAST OF JULY, 2013. I TOLD ***** THAT I WOULD DO BUSINESS WITH THEIR COMPANY ONLY IF WE COULD START ON AUGUST 1, 2013. SHE AGREED TO THESE TERMS AND ASSURED ME THAT NO ACTIVITIES WOULD START AND NO MONITARLY EXCHANGES WOULD OCCUR UNTIL AUGUST 1, 2013. I signed the agreement on June 14, 2013 and felt good about the fact that ***** and her firm would honor their commitment to me. On June 18, 2013, $972.50 was drafted from my account without my knowledge or approval to do so. The $972.50 included the $400.00 cost of the first wireless credit card processing machine and $372.50 in setup fees that we NEVER discussed in our meeting at all. Needless to say, I was absolutely outraged at the fact that Eliot Management Group had not kept their word and I was even more upset over the hardship that it cost me to replace he funds that they took out of my account so that I would not incur any bank fees. I made repeated to calls to customer service and the sales department trying to rectify this problem and get some commitments from members of management. I was denied at every point that I requested to speak with a member of management and I was told that a management person would call me back. To date, I have not received a call from a member of management and I have lost all faith that Eliot Management Group can provide me with the level of service that I need and expect in a credit card processing company. I want the $972.50 put back into my account immediately and I do not now nor do I ever want to do business with such an unprofessional firm as Eliot Management Group. This situation is totally ridiculous and I do not want anything further to do with this company after I receive every dime of the money that they took out of my account. The people that I have talked with at Eliot Management Group have been promised me each day that the money would be redeposited into my account. This has not occurred and my level of pisstivity is rising with each passing day.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the $972.50 put back into my account immediately and I do not now nor do I ever want to do business with such an unprofessional firm as Eliot Management Group. This situation is totally ridiculous and I do not want anything further to do with this company after I receive every dime of the money that they took out of my account. The people that I have talked with at Eliot Management Group have been promised me each day that the money would be redeposited into my account. This has not occurred and my level of pisstivity is rising with each passing day.

Business Response: Initial Business Response /* (1000, 5, 2013/07/01) */ Contact Name and Title: Ms. **** *************** Relations Contact Phone: 800/XXX-XXXX Contact Email: ***********@first-american.net Dear Ms. ******* We are in receipt of Mr. ********' complaint and appreciate the opportunity to respond to his concerns. After reviewing his account, a refund in the amount of $792.50 was submitted to the account we have on file and his processing account was closed. Please be advised the refund should be available to Mr. ******** no later than Tuesday July 2, 2013. Once Mr. ******** receives the refund, we will consider this matter in its entirety resolved. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations

7/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Eliot has changed my rates and my contract for merchant processing , visa and mastercard also I have a one year contract they state i have a three contract tampering, i have a one year contract they state i have a three year, fees for processing have been changed and not what i agreed on, they hold my business money visa transactions and mastercard for up to 7 days, the employee of eliot that signed my business up lied to me, flat out lied, an employee of eliot came to my business and told me about the tampering with clients contracts, then he quit working for eliot management.. after several calls and complaints i have no other option than to file this complaint and contact the atty General....... Eliot also charged me very large fees for accepting customers bank debit cards. said i was not authorized to accept debit cards,what? i'am a retailer, of course im signed up for that.l i will be contacting newspapers as well also web.....

Desired Settlement: release from this so called contract, immediantly.......

Business Response: Initial Business Response /* (1000, 6, 2013/07/08) */ Contact Name and Title: Ms. **** *************** Relations Contact Phone: 800/XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. ******'s complaint and appreciate the opportunity to address her concerns. In response thereto a copy of the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") have been enclosed for your review. Please be aware we take Ms. ******'s accusation of contract tampering very seriously and deny her claim and she has yet to provide requested proof of her claim. In March of 2012, Ms. ****** entered into a three year agreement with Eliot Management Group ("EMG") for credit card processing services, she did not sign up to accept debit cards. The signed acknowledging she received, read and agreed to be bound by the Agreement and its terms. Furthermore, the rates and fees agreed to are clearly disclosed in the Rates & Fees section located on page 2 of the Agreement and in ¶27 of the Terms & Conditions. Our records indicate on December 07, 2012, Ms. ****** completed a Rates and Fees Addendum at which time her rates and fees were adjusted per addendum (see attached). Further, the contractual three year term and $495.00 Early Termination Fee are clearly disclosed in the Terms & Conditions (See, pg 4 ¶27). The parameters of Ms. ******'s account are disclosed on page 4 of the Agreement, page 3, ¶17 and page 4, ¶28 of the Terms & Conditions as well as the Welcome Letter that was sent to the address on file. Anytime a merchant process outside of the parameters set on the account, they are subject to investigation and funds may be held by our security department. Our records indicate that Ms. ****** used and received the benefit of the processing account to process over $42,800 in credit card transactions. We will stand by the signed Agreement and termination of this Agreement prior to March 01, 2015 will result in an Early Termination Fee (currently $495.00). We appreciate your attention to this matter. **** ****** Merchant Relations Final Consumer Response /* (2000, 12, 2013/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 10, 2013/07/16) */ Dear Ms. Garcia, We are in receipt of Ms. ******'s rebuttal. Once again, we deny any accusation of contract tampering and we reiterate she has yet to provide the requested proof of her claim. In an effort to resolve Ms. ******'s concerns and as a gesture of good faith we have closed the processing account without the contractual Early Termination Fee as of July, 15, 2013 and at this time, we will consider this matter and its entirety resolved. Please be advised, Ms. ****** will be responsible for any and all fees incurred up to the closing date of July 15, 2013. We appreciate your attention to this matter. **** ****** Merchant Relations

7/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: No verbal mention of term of contract, cancellation fee. No documentation of those provided. promised services & rates that were different. extra fees When I met with the sales agent they looked over my rates and promised me lower rates that were based on the interchange rate. There was no mention of a contract term, pci fees, cancellation fees, or anything of the like. No documentation of these was provided. They were nested in a separate contract/terms of use that were not provided at all. Later with another sales representative I added PINed debit transactions that were uspposed to be at a flat rate per transaction but ended up costing a percentage per transaction as well. Fees have steadily gone up since I enrolled in the service, to the point where they are astronomical now compared to similar services. Tried ot cancel the service and was informed for the first time there would be a nearly $1,200 cancellation fee if I wanted to cancel early. It would be $1,200 to pay the remaining monthly fees and complete the contract term. The customer service representative was absolutely unwilling to talk about alternatives. Manager was supposed to contact me but has not. Not willing to pro-rate the amount or reduce the cancellation fee because I had completed over two-thirds of the contract term. Overall experience was that costs and fees were purposefully hidden, contract terms were hidden in separate documents that werne't provided. Services were promised that turned out to be totally different than represented. Overall a horrible experience.

Desired Settlement: I would be happy to walk away with the service cancelled so I can move on with my life and business. I can live with making a poor choice about the product I bought but am very upset that I might be stuck with that product/service for another 10 months due to a ridiculous, non-pro-rated cancellation fee and unresponsive customer service.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/25) */ Contact Name and Title: Mr. ****** ********** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. *******'s complaint. In response thereto we have enclosed the Merchant Application & Agreements ("the Agreements") and the Merchant Processing Terms & Conditions ("the Terms & Conditions"), and signed modifications to the Agreements for your review. Mr. ******* entered into two separate agreements with Eliot Management Group ("EMG") for credit and debit processing services on April 15, 2010, and in doing so signed documentation acknowledging that he had read, received and agreed to be bound by the Agreements and their terms. The documentation specifically lists the Merchant Processing Terms & Conditions that Mr. ******* claims he did not receive (See, Pgs. 4 & 5 of the Agreements). He additionally acknowledged that no verbal agreements or representations had been made, and that had relied solely on documentation that he verified to have received in the creation of this processing account (See, Pg. 4). Furthermore, all rates and fees are clearly listed in the Agreements and Terms & Conditions, and the accounts were set up according to the paperwork Mr. ******* agreed to. The early termination fee is displayed in the Acknowledgments section of the Agreements (See, Pg. 4), and again in the Terms & Conditions, along with the term of this agreement (See, Pgs. 4 & 8). The annual PCI fee, an industry mandated security compliance, is listed in the Terms (See, Pg. 4), and its requirement reiterated in the Agreements (See, Pg. 5). Our records indicate that Mr. ******* has never contacted us concerning a disagreement or concern over any rates or fees, and agreed to accept any necessary increases in said rates as industry standards demand (See, Pg. 4 & 8 of the Terms). Early termination outside of the agreed upon terms would result in a fee of $595.00 for each account. However, as a gesture of good faith, we will agree to immediately close Mr. *******'s accounts upon receipt of a signed closing letter for each, for the reduced total amount of $595.00. Mr. ******* must provide the closing letters no later than July 8th, 2013. He may fax it directly to 866/XXX-XXXX. Further, we will also offer Mr. ******* a rate review for all account rates and fees in an effort to retain his business. He may contact us at 888/XXX-XXXX to discuss the review. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ********** Merchant Relations

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They held $6000 of my revenue for over a week. Still haven't received it back yet. It caused major cash flow problem, almost didn't make payroll. My normal job is $550. I did a few jobs over $1000. They thought it was fraudulent so they held my funds even after proving who i was. They had me fill out a form for business name change and charged me $35 for it. I checked in the next day after sending the form and then they tell me that i filled out the wrong form (even though one of their representatives is the one that sent me the form). They are making me jump through a million hoops just to get my money. I was transferred back between several departments several times and each employee had the same questions. That got really frustrating and very time consuming. Now i have major cash flow problems because of them. I barely scrapped by on payroll because of this. Given the situation, i would think they would be more understanding and be willing to expedite the process. Instead, I'm given cold heart answers and minimal explanation. Worst Merchant Service Company in existence.

Desired Settlement: Give me my $6000 then... cancel my account then... take me off all your call lists and email lists then... never contact me or my business ever again then... improve your service to your clients and prevent this from happening again to some poor soul who has to deal with this BS

Business Response: Business' Initial Response /* (1000, 5, 2013/07/02) */ Contact Name and Title: Mr. ****** ********** Contact Phone: 800/XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. *********'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement"), the Merchant Processing Terms & Conditions ("the Terms & Conditions") and the Merchant Processing Welcome Letter ("the Welcome Letter") for your review. Mr. ********* entered into an agreement with Eliot Management Group ("EMG") on August 9, 2012, and in doing so signed documentation acknowledging that he had read, received and agreed to be bound by the Agreement and its terms. This Agreement was originally set up as a sole proprietorship under the D/B/A of ***** **** ********* per information provided by Mr. ********* in the Agreement (See, Pg.1). As well, Mr. ********* also provided specific sales profile information relating to his usual processing habits and needs (See, Pg. 1 of the Agreement), and this information was relied upon in setting up and approving his account. This profile information was reiterated to Mr. *********, advising that sales processed outside of the agreed upon profile could result in a delay in funds (See, the Welcome Letter). Our records indicate that after a request for information to verify funds processed outside of the agreed upon profile, Mr. ********* forwarded EMG financial documentation indicating that he was submitting transactions related to another business entity, ** ******* **** D/B/A ****** **** ******** ********* The Terms & Conditions specifically prohibit transactions that vary from the information represented (See, Pg.3), and that the Merchant must provide proper notice of any entity type or name changes related to this account (See, Pg. 2). The terms provide that given these infractions, EMG may hold funds until proper information is remitted (See, Pg. 3). EMG is currently holding funds amounting to $4964.00 pending Mr. *********'s provision of proper account information and entity change. He may contact our Customer Service department at 888/XXX-XXXX for assistance in this matter. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, Gasten Schoonover Merchant Relations Consumer's Final Response /* (2000, 7, 2013/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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