Credit Card Merchant Services
Electronic Merchant SystemsHeadquarters
Complaints
This profile includes complaints for Electronic Merchant Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 100 total complaints in the last 3 years.
- 38 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/02/2022
Type: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.
Initially I was told that there would not be cancellation fee or penalties if we decided not to use the service at any point. Now approximately 15 months later there is an email being sent with a cancellation fee of $595. I have paid month after month never used the services besides for a mishap that’s supposed to have stopped the monthly deduction but it never stopped. Money is coming from my credit card as if I’m a clients after I expressed my concern for this error in the beginning. The services work, but Rep misled and my issue wasn’t handled.Small start ups make sure you need the services. Otherwise its a constant expense added to a new company. Hopefully things can be adjusted.
Business Response
Date: 12/07/2022
Dear Mr. ***,
Thank you for taking the time to speak with Stacy ***** in our Retention department. This letter is to confirm that 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, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Initial Complaint
Date:11/18/2022
Type: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.
***** ***** is unable to help me or anyone at ems (electronic merchant systems.) i have sent proof of payment to him and ems several times starting with an email oct, 16th 2022. They refuse to apply my cashed checks against my balance 1113.59. MY ACCT# **************** I have paid this company my balance due in a timely manner. I am being threatened that they are going to be forced to escalate my account to collections. Attached are my PROOF of payments. They are not returning my emails or phone calls. It seems they are trying to extort me.Business Response
Date: 11/30/2022
Dear Mr. *******,
This letter is to confirm that your Electronic Merchant Systems processing account has been closed and balance owed has been paid in full. I would like to apologize for any inconvenience. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Customer Answer
Date: 12/06/2022
[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:11/14/2022
Type: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.
- Multiple transactions made since October 21, 2022.
- I have frozen with them more than $1000
- Nothing, I called them on the phone and the representative ******** ****** hung up the phone on me and I also left it off the hook, so she will not receive more calls from me.
- The nature of this dispute is that this company works without any professional ethics, it is not transparent in the information it shares, it manipulates the information it offers, it does not offer all the information necessary to carry out commercial agreements, among other activities that affect the commercial stability of any business.
- They have not tried to fix the matter at all. In fact, communicating with the required people is an odyssey to the point that you have to get upset and angry to get them over the phone. They do not communicate anything to business at all, they are a total disorganization with a very high level of disrespect.
- My Merchant ID is MID#***************
If I don't get funds by this week I will open a claim in the ***** **** Court. I have enough evidence to prove the commercial violations of this company, starting with not offering the taxes that will be charged per transaction and extra fees.Business Response
Date: 11/18/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Dear Mr. ********,
This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. We have also released all monies held in reserve. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. B*******
Director of Client Services
Initial Complaint
Date:11/01/2022
Type: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 have been trying to cancel services for over a year im Constantly charged every month. Every time I call to cancel they sent me to voicemail they have enter me into another conTract that i did not wantBusiness Response
Date: 11/07/2022
Dear *** *****,
Thank you for taking the time to speak with Stacy Smith in our retention department. This letter is to confirm that your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. We have also processed a $56.00 refund for October fees. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
Date:10/14/2022
Type: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 started the process of using EMS as a payment processor July 26th 2022. As of now, October 14th 2022 the process still has not been completed. I received 5 sets of instructions for changes I needed to make in order to be approved. I completed all of the changes in a timely manner as this is my primary source of income so the longer it takes the harder it impacts me. Between every set of instructions it took a minimum of a week for them to respond, sometimes over 2 weeks just to get yet another set of instructions for changes that needed to be made to my website. I finally got fully approved and now have been waiting for them to finish the account in programming. I was approved on Tuesday and have followed up with them multiple times to see if the account has been finalized, I was told it would be done by today, the 14th at the latest. It is still not completed. I make the majority of my sales on the weekend so yet again I am losing money due to their inability to finalize my account.Business Response
Date: 10/20/2022
Dear *** *********,
This letter is to confirm that your Electronic Merchant Systems processing account is now approved, open, and active. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
Jon C. Butinski
Director of Client Services
Initial Complaint
Date:10/13/2022
Type: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 took over a business October 1,2022. I was given EMS contact info, the representative was ****** ********* My first contact with him was the second week of September 2022. We needed to set up an account for my card machine. He sent me emails to do an e sign for the documents. I’m those were my business account bank information. Anyway, we emailed back and forth up until the day before I was to open, and myself and another owner were getting mixed conversations when I’d be getting my card machine. Daniel assured me many times I’d have my machine way before I opened October 1st. Opening day came and I didn’t have my own card machine. Had the previous owners & my sales actually went into her bank account. I called that Sunday October 2nd customer service said a new machine was being sent to me, it was shipped that Friday. Monday came and still no machine. When it did come I sent it back bc I had already set up a new system for sales. I’m sent Daniel an email asking to cancel my account that was October 3rd and as of today October 13th my account is still open.Business Response
Date: 10/19/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Dear *** *******,
Thank you for taking the time to speak with Stacy Smith in our retention department. This letter is to confirm that your Electronic Merchant Processing account has been closed without penalty or early termination fee. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
Date:10/13/2022
Type: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 have had 3 customers in 4 days file complaints with my small business that they have been double charged for their transaction. Each customer has proof with their banking entities. On my terminal, transactions are only appearing once - if at all. I have attempted multiple times over the last 4 days to speak to EMS personnel. I am either pushed to leave a voicemail (2 voicemails left, neither voicemail returned) or I am hung up on.
My customers need refunded one of their two transactions and I need to be paid for the transaction for the product I provided.
I have had service with EMS for almost 12 months at 3 different small businesses I own. Our region representative changed within the last 4 weeks. We used to be in close contact with our rep Kelley and able to get issues resolved quickly. Now, ***, is absolutely ridiculous to work with. He has lied about steps he has taken to get devices and service started, devices and services canceled, and now ignoring our messages and calls. His voicemail box is full so there is no way to even leave a message.Business Response
Date: 11/03/2022
Dear *** **********
Thank you for taking the time to work with **** ******* as we sort through your concerns. I know there were some transactional questions/issues, along with reconciling your account. We will continue to assist you to ensure all issues are resolved. I appreciate your patience, along with your continued business.
Sincerely,
*** ** ********
Director of Client Services
Initial Complaint
Date:10/08/2022
Type: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 would like to close my merchant account as soon as possible.
I contacted the Electronic Merchant system in April 2022 and requested that my account be closed. They ignored my request and sent a letter to ask for my reconsideration. Meanwhile, they continued charging fees.
I contacted the company in July again and again asked them to close my account. They ignored my request.
I sent a registered letter asking the company to close my account and they have not responded and have charged 137.00 dollars.
I have not used their services since April of 2022 and would like to terminate my contract. I would also like to be reimbursed for all unauthorized fees which were charged to my business checking account for May, June, July, August and September 2022..Business Response
Date: 10/13/2022
Dear *** *****,
Thank you for taking the time to speak with **** ******* in our retention department. This letter is to confirm that your Electronic Merchant Processing account has been closed without a penalty or early termination fee. We have also initiated a refund for April through September fees. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,
*** ** ******** Director of Client Services
Initial Complaint
Date:10/03/2022
Type: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 attached the document for my transactions. Electronic Merchant System hold all these transaction with from over a month. They are not releasing my funds.Business Response
Date: 10/12/2022
Dear *** *******
Thank you for taking the time to speak with ***** ***** in our retention department. This letter is to confirm that monies held in reserve have been released. At this time, Electronic Merchant Systems will consider this matter resolved.
Sincerely,*** ** ********
Director of Client Services
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