Complaints

This profile includes complaints for Electronic Merchant Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Electronic Merchant Systems

  250 W Huron Rd Ste 400 Cleveland, OH 44113-1451

  
• 

  Electronic Merchant Systems

  161 Worcester Rd Ste 304 Framingham, MA 01701

• 

  Electronic Merchant System

  5000 Mcknight Rd Ste 404 Pittsburgh, PA 15237

• 

  Electronic Merchant Systems

  2520 Independence Blvd Ste 200 Wilmington, NC 28412

• 

  Electronic Merchant Systems

  3030 N Rocky Point Dr W Ste 671 Tampa, FL 33607

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attempted to use EMS as our merchant services after their salesman talked to us and told us that EMS could save us money on our services from STRIPE that were, and are, our current electronic merchant company. Their salesman also stated to us numerous times that there would be no monthly charges(as STRIPE is not charging us monthly service charges.) We tried to switch services to EMS but were not able to so I called our sales rep and told him. He called me back and told me that tech support would be contacting me. This was in January of 2025. I received no call from tech support so, after 4 days, I again called our sales rep. He texted me back that tech support would call me by end of day. I never received a call. On April 2nd my wife showed me transactions from EMS totaling $275 against our account. On April 2, 2025 I called EMS Retention Dept and talked to ****. After explaining everything to **** and him looking at our account he informed me that he would email me a cancelation form and as soon as I returned it he would close our account and EMS would reimburse the $275 that was charged to our account. Our account has been closed but we never received the refund. I called EMS today April 25, 2025 and spoke with Nathan. He informed me that no ticket had ever been put in for a refund and that he would enter a new ticket but under the circumstances he did not know whether EMS would approve it.
  EMS sales and service practices are very questionable to me. I was never even able to get their services set up to use, yet they took our money and trying to get this resolved has been less than easy

  Customer Answer

  Date: 05/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ******* ********
   
  
  
  

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Company has been trying to cancel our service since February. The minute it is recognized that our call is to cancel you are transferred to an answer machine. I left 2 messages on 2 separate occasions in February but heard nothing back. March came, and again a standing charge was deducted from our account. We have not used the service since February, having changed to a much cheaper option.
  Eventually, out of the blue today, a representative called, stating that they had previously called me back and I had not responded (despite no missed calls on my phone). After some debate on why I was cancelling, it was agreed that she would email me a cancellation form, requiring 90 days notice. Although I am not happy with the 90 days notice period, having been with the company for over 5 years, I was just thankful that eventually we could cancel.
  The email address was clarified with the representative, however no email has arrived and I have no way to reach the representative directly, apart from leaving another message on their answer phone.
  This company purposely makes it difficult to cancel, putting up hurdles at each stage and ensuring that they prolong the time they can continue to charge monthly fees.

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company never gave access to the port hole that shows billing for EMS until it was to late they rerun my bank info and charge 3 time 35.00 for return aACH without contacting us first time the payment did not clear, they gave no training on the system for billing, only instruction on getting to the processing terminal to run payments so they receive money, then after all the fees add up they then instruct you how to get into thier port hole to see your billing , then after telling them to note the account to call me directly if the first payment does not clear , theygo ahead and do it all over again, then we get a call from them demanding $75 more, as I treid to explan the situation on what accured last time this guy became enraged and threating to cancel my account instead of hearing what happened and what maybe they might want to change in the future , all the employees I spoke to there are all the same , very rude , they dont hear what your saying, and apperiantly by the trust piolt 54 bad reveiws in the past 3 months they are doing the same to every cusomer and just draining the bank accounts with crazy fees and then cancelleing the account with them, its a hugh scam that needs to be stopped , they are praying on the little mom and pop companys that need credit card processing , but they are completly ripping people off, Start up companys have enough issues, they add to it by taking more and moer money from the bank accounts and the employees dont care , they definatly have bad attitudes because of tyhe complaints all day long about the same thing.

  Customer Answer

  Date: 05/07/2025

  The repayment of fees have been returned, the company has not made attempt to clear up the employee issue and hoe they treat customers, but we are satisfied with the return of funds and wish to close the case

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opened account with Electronic Merchant Systems (EMS) 12/17/24. As part of the application, you advise of average order value, highest priced item, etc. As part of approval, EMS requested a 10% rolling reserve on incoming transactions to shield against risk, potential chargebacks and disputes. We agreed to this request. To date, we have NO credit card disputes or chargebacks.
  
  EMS has a practice of “random” selection of charges to “verify” cardholder billing information, despite the fact that it is verified via fraud filters/parameters set by EMS and the card issuer at the time a charge is processed. In essence, the information has already been verified. If it is unable to be verified, the charge gets declined.
  For EMS, “Verifying” cardholder billing information actually means repeatedly calling our customer, three-way calls with their bank, and other ridiculous requests.
  
  For each charge EMS wanted to verify, we provided signed customer documentation to substantiate the charge. There is nothing in the Merchant Agreement that says they will contact your customers, or that you have to allow them to, in order to receive legitimately derived funds from customer sales. This undermines the legitimacy of our business and brand, which could make customers question doing business with us.
  
  EMS is running a financial scam, under the guise of “risk management”. They create “risk” where risk doesn’t exist, which then causes damage to your business and customer relationships, with the intent to cause actual credit card disputes, thereby making you an actual risk. Suddenly they have “justification”, albeit created by them, to hold additional funds, delay deposits, etc. There’s a clear pattern of this behavior based on the numerous complaints against this company.
  
  EMS is holding the following money from our business:
  Approved Transactions: $17,900.00
  Reserve Funds: $6,000.00
  Our approved transactions are being held without any legal or valid justification, amounting to theft.

  

  Business Response

  Date: 03/28/2025

  This letter is to confirm your EMS processing account was terminated because of your chargeback ration exceeding industry standards.  As a result all funds will remain on hold until all chargeback rights expire.  Please continue to work with our Risk and Chargeback departments if you have any additional questions.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to cancel and close account with EMS, I was call a lot of time and submitted form online, unfortunately phone call only said leave message and no one answered, submit form online alway said error , call customer service they said you call wrong number.
  Sale agent ******* ******* *** is lier they call me said I qualify to get refund merchant fee, they will use ems like third party to determine refund amount, it is lier. Actually they are sale agent of ems.
  Now I want to cancel And close account and then they ignore all my message and phone call.
  Please help me out to close account as soon as possible please.
  Thank you very much
  My merchant id # *************** My phone number ************ Email address t******************* *hank you very much

  

  Business Response

  Date: 03/20/2025

  Business emailed the BBB the response

  Thank you for taking the time to work with Stacy Smith in our Rentention department.  This letter is to confirm your EMS processing account has been closed without penalty or early termination fee.  We have also issued a call tag for the return of your equipment. At this time, EMS will consider this matter resolved.

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an application for credit card processing in late October of 2024, to which I never received a response via phone, email, or regular mail. I believed my application was denied. However, now in March of 2025 I have been receiving multiple calls from a loud and angry man regarding an outstanding balance of over $400 dollars. I said this must be a mistake because I have not used this company's services, he then told me I had to cancel the account on file through a 1-800 number. The representative at that phone number said there is a $595 dollar early termination fee. I should not have to pay for something that was never approved or utilized. I was never given an account number or information for setting up an account. The number I was told to call was 1-800-615-1330 and they said a ticket was created for this issue (#*******). They did not say when I would be hearing additional information.

  

  Business Response

  Date: 03/05/2025

  Response received via email

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee.  I would like to apologize for any inconvenience this may have caused.  At this time, EMS will consider this matter resolved.

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EMS has committed a disagreement when our contract agreement. ***** ********* *** closed our account on ********** under case number: *******. We would like the BBB to facilitate the oversee that our customer gets the refund back to their card. We have updated EMS of the closing and why on the account. ***** ********* *** wants to make sure that our customer's money is protected as we have the right to in disagreement with our contract agreement with EMS. ***** ********* *** rather let EMS tell the BBB where things with wrong, or ***** ********* *** will turn in all emails to the BBB. ***** ********* **C just wants our customer refund back and our business is done with EMS.

  

  Business Response

  Date: 03/17/2025

  Business emailed BBB response

  Thank you for taking the time to work with **** ******* in our Retention department.  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee.  I would like to apologize for any inconvenience this may have caused.  At this time, EMS will consider this matter resolved.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  EMS only stated that they close my merchant account and the matter is resolve. The matter is not resolve,

  ***** ********* *** did not file a complain cause they would not close the account. Due that they was 

  no acknowledgement through there letter of the violation of my merchant rights is showing they feel they 

  are to big to be seen as doing wrong an this part of business should not be apart of doing business in

  America. How can a merchant company show that they have broken  the rules and still no held accountable.

  ***** ********* *** has shown through email how our merchant rights has been violated and would

  like EMS held accountable the same way EMS would have held ***** ********* *** *ccountable if we 

  broke the rules of the contract. ***** ********* *** will send out our law suit for 2 million dollars because

  we have been wrong and EMS act as if it didn't happen. 

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

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 2 separate business and I had merchant accounts for both my business separately:
  
  1st company – Merchant account opened in November 2021 and closed in December 2023. The reserve amount of $31,000 has been held for over 14 months, despite multiple release requests. There have been no chargebacks or complaints, yet every request has been arbitrarily rejected without valid justification.
  
  2nd company– Merchant account opened in November 2021 and closed in December 2023. The reserve amount of $16,000 has also been held for over 14 months. Despite submitting multiple requests, the funds remain withheld under vague and unreasonable grounds.
  
  Your customer service and risk department are unresponsive and evasive, repeatedly transferring calls or forcing customers to leave voicemails with no resolution. When I do manage to speak with someone, I receive contradictory responses, such as being told to wait another 6 to 12 months before submitting yet another request—an unacceptable delay.
  
  This unethical withholding of funds is a clear abuse of your policies. Over 14 months have passed, with no disputes or valid reasons to justify the continued hold. If my funds are not released immediately, I will be left with no choice but to seek legal assistance and escalate this matter to the appropriate regulatory authorities.
  
  This experience has been highly unprofessional, and I will never do business with your company again nor recommend your services to anyone. I expect an urgent resolution.

  

  Business Response

  Date: 03/04/2025

  Business emailed BBB response

  Thank you for your patience.  This letter is to confirm both of your Electronic Merchant Systems processing accounts have been closed, and all monies held in reserve have been released. At this time, EMS will consider this matter resolved.

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started working with this company in January 2025. After the first transactions, they froze my money in the amount of 38,864.96. Their employee from the Risk Department wrote to me that I exceeded the monthly limit and froze the money. I asked for papers, documents to verify all transactions. I provided absolutely everything. Two weeks passed and he told me that everything is fine and you can use your account. I told him that my amounts will exceed the limit of $ 10,000 and I asked if you will give guarantees if I leave this money on deposit that in the future there will be no holds. He said that they do not give guarantees. But the next day they sent all the money to the deposit, I did not give them any authority to do this! I called him and said that I can put it on deposit if you give guarantees that in the future there will be no problems with payments. He answered me that they cannot release the money because I exceeded the limit. Not because of verification, but because of the limit! Said ok, I will pay the hotels from my money and my employees from my tax money. After two weeks, I made transactions for the amount of 49,673.46 and again they froze because of the limit. Although the contract shows that the limit is $20,000 per month, they do not even want to give up the monthly limit. I warned him that if I lose my business and clients, they will pay. 10 minutes later, Bryana wrote to me by email about the limit. She almost repeated the same thing. I want a payment at least the one that is set in the monthly limit, and this is $20,000 according to the contract and not $10,000. For January and February. I also wrote to her that I do not want to work with them anymore. And all transactions from their side from my bank account will be canceled in the future if they try to withdraw. I wanted to resolve the situation peacefully and I don't like any hidden rules from the client. I'm already preparing a case to file in federal court.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  Consumer emailed the following
  
  
  
    You can see I passed the verification but they hold funds because I do transactions over the monthly limit. I'm okay if they release the only limit amount. They can't do that.
  Patrick says I have a $10,000 monthly limit, Lady says I have $20,000. From my contact it's $20,000 monthly. After this week it's gonna be 1 month fund on hold. I wanna resolve this issue and work with them again in the future but they try to destroy my business. Without the cash flow I can't work. Also if the supervisor can contact me it's perfect.  

  Customer Answer

  Date: 03/04/2025

  Consumer called and left a message that we can close the complaint as it is now resolved.

  

  Business Response

  Date: 04/28/2025

  Business Emailed the BBB their response:

   

  As the result of your monthly payment processing volume exceeding your agreed upon monthly processing limit, EMS has made a business decision to continue to hold your monies in reserve until chargeback rights expire.  Included is a copy of your sign addendum acknowledging a 0% reserve and a monthly volume limit of $10,000.00  Please continue to work with our Risk department until this matter is resolved. You had stated that you were working with an attorney.  Please provide their information, and I can get them in touch with our legal department

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with EMS back in August 2024. The first 2 transactions were flagged and they requested verification. I provided them with the information and invoices and contracts for the customer. They still held my money up until November 2024 when my account manager asked me how EMS was doing I explained I stopped using them due to this issue. The account manager was able to speak to EMS and they finally released my money for the 2 transactions and told me my account was good to go. I started using them again in November 2024 until January 2025. They have been holding 10% of my money for every transaction which in total is just shy of $2,000.00. On top of this reserve hold they are holding $4,700.00 over a customers dispute (which I provided the proof this was buyers remorse). I have send screenshots and all the required documents to make my case for the dispute and they are telling me they will continue to hold the reserve PLUS the $4,700.00. I was told my account was not on any hold prior to the current charges when the dispute showed up which led me to keep processing with EMS. The chargeback is for $599.00 and they are holding close to $7,000.00 of my money because of this rather then taking it from my reserve and releasing the rest of my money. I have been in contact with Olivia M. who has been giving me robotic answers. This has been going on for 2.5 weeks now and I still have yet to get my money. I would highly suggest not using this company. They also randomly decided to do a review on one of my clients and called them to verify the charges which I gladly accepted because I had nothing to worry about. That same client they verified the charge ended up making a dispute 10 days later which led to the hold of close to $7,000.00. I want them to release my money and close my account and never use this company again. I have made multiple attempts to resolve the issue with no progress in sight. My company is **** *** *** ***********. I need my money released ASAP.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *****

   

  The chargeback was made on false pretenses. I have provided your company proof of that. Also I had no choice to put a stop hold with my bank so your company would not be able to debit my account considering you are holding close to $7,000 of my money. You have reserves at about $2,000.00 PLUS you have $5500 on hold. You need to take out what you need to take out and release the rest of my money. If you look at the compaints on BBB you are doing the same thing to me as you have to multiple customers. This is unacceptable. I am a small business and you guys hurt me very badly. This has been going on for a month now with no resolve. Your customer service department is not giving me direct answers to this matter. Your response is useless and you guys are hurting small businesses. I spoke to your charegback department yesterday and she herself admitted this is something you guys are doing to customers and she is seeing a lot of complaints coming in so I know I am not the only one. I want you to take what you need to take and release $3500.00 back to my account immediately. My chargeback ratio is at 8% because the customer who I charged twice did the chargeback only because I had to run her card twice for the same transaction under 1 sale. Your company called this customer to verify the charge because it came in as a duplicate so this was reviewed and cleared. Also the last chargeback that came in was due to me telling the customer to dispute so I can reprocess them with my other company because you guys put me in the hole. I could have done this to the 9 other customers I charged 3 weeks ago but I have been patient with you guys and I feel like my patience is running thin. I do not want to take extreme measures to get my money back. I read the complaints on BBB and trust pilot and they are terrible and accusing your company of the same situation I am dealing with now. It is not a coincidence that many other companies are dealing with the same mess.