ComplaintsforElavon

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I request BBB to stop ELAVON from malpractices it carries out by holding money of small businesses. I used to process all card payments through ELAVON but since June 08, 2024 Elavon held my business' money (around CAD 4800. I was told to contact ******** ****** (Loss Prevention Team). I sent all the required documents to her and contacted probably 20 times on phone. She never bothers either to reply or pick up the call. I want ELAVON to stop from this act of holding businesses money with no reason provided. I want my money back - as small businesses suffer a lot because of this amount of money. An early resolution will be highly appreciated. Kind regards, ******* ******

  

  Business response

  08/13/2024

  On behalf of US Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns about a hold on your account. U.S. Bank has confirmed that investigation was completed, and necessary steps were taken to address your concerns. A response letter detailing the resolution was mailed on 08/12/2024. Please allow time for the letter to be delivered by the USPS. US Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for credit card services and realized the service wasn't working for my business and cancelled the service in May 2022. I recently was going over my account info with my accountant and learned they never stop charging me.

  

  Business response

  08/16/2024

  On behalf of US Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns with service charges. U.S. Bank has confirmed that investigation was completed, and necessary steps were taken to address your concerns. A response letter detailing the resolution was mailed on 08/08/2024. Please allow time for the letter to be delivered by the USPS. US Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We used Elavon for our credit card processing since 2014 , We changed our credit card machine in 2022 to upgrade our service . The company informed us to close out our old account which we did by phone. And it recently came to our attention when we switched to a new credit card company that they have been charging us a fee of 99.99 On the old account since May 2014 . And it’s been taking out of our checking account every month. My accountant never picked it up because he thought we were aware of the fee. We were not!! until the new credit card company took a look at our account ! so when I called Ellavon and questioned the fee they told us we never closed the old account, I am disputing this. It’s untrue and they will only refund us three months worth of fees!!!I am disputing this because we never got any notification about the second account still being open. And they claim we were sent 2 statements every month and that is not true ! It was never used all of time and clearly you could see that we were unaware! but they continued to take the money out ! And like I said nobody ever told us that this account was still open. There were no letters sent , no Bill , sent . Only withdrawal from our checking account every month ! So basically they owe us $2400 and they only return three months worth. This seems to be a common issue with many other people who have used Elavon . The complaints are on your sites from this company aa well ! They are stealing customers, money, without notification and it is unjust!

  

  Business response

  08/01/2024

  On behalf of US Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns about fees and account closure. U.S. Bank has confirmed that investigation was completed, and a response letter detailing the resolution was mailed on 07/31/2024. Please allow time for the letter to be delivered by the USPS. US Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

  

  Business response

  08/21/2024

  On behalf of U.S. Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. U.S. Bank has confirmed that there is an open investigation for the concerns that your reported and it might need some additional time to respond with resolution. Please allow 7 to 10 calendar days to respond. We appreciate your patience and apologize for the delay. If you have any additional questions, we encourage you to contact our complaints team at (888-342-5733). Our team will be more than happy to help address any concerns you may have.
  
  

  Customer response

  08/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22039201, and find that this resolution is satisfactory to me.

  I will wait for you to come up with a solution , to submit full payment refund as requested  by me , due to failure to respond to closing the account , when requested.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just received a statement of June from this business. There was a line item of $125.00 ACCT fee. I called the 1-800 customer service number to learn the item. However, their service was the worst that I have ever had in my life. First of all, I was told that was an annual account fee. I asked them what the covered period is. I was told you will see the same charge "on June" next year. (I believe it shall be "in June".) Anyhow, I requested the information about the covered period again. I was told if you cancel your account "on" June 2025 and need to, you can request a refund, but it is not guaranteed. This was so ambiguous. I said I just needed to know the covered period. Then he hung up on me. I could not believe a business had this kind of customer service person. If there would be a rating, even they do not deserve any star. I will request for a refund of the charge of $125 because there has never been advised of an annual fee to be in advance and there is no clear information on the cover period. We have been paying the monthly fee. I do not see where the annual fee comes from.

  

  Business response

  07/03/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I originally had an account and there was no minimum monthly fee for having one. It expired due to inactivity. I called to reactivate my account and was required to open a new account. The sales rep (******** Eure) made no mention that they now charged a $25 minimum monthly fee for having an account. If I had known that, I never would have opened a new account. I was surprised when the charge went through on June 3, 2024. I called to complain and ******** explained the fee. I asked to have my account closed and the fee reversed. This was done and I considered the matter closed. To my suprise, July 2, 2024 I find that another charge of $25 was charged. I emailed ******** and he told me that because my account wasn't closed until 6/5/2024 that I was charged another month. He made no mention of this on our phone conversation the previous month to close the account. Because I was not expecting this charge, I was also hit with an overdraft fee of $20 by my bank. I emailed to have $45 refunded to me but this is dependent on manager approval and he said it would only be for the $25 and may not happen because I already received a courtesy credit the previous month. This is all the result of an employee who is hiding behind legalese and not being forthright about the fees involved initially plus the egregious omission of failing to tell me when I called after the first charge that I would definitely be charged another month. I want $45 refunded back to me and better training for your sales rep. I don't care if the fee is in the small print of a contract. Your people should be telling customers the salient points of said contract and if issues arrive, should definitely be telling a customer if they should expect a future charge. ******** failed at both.

  

  Business response

  07/02/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.

  Customer response

  07/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21932777, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up for Elavon for their credit card processing service as part of a promotion with US Bank when I opened a business account. At the time, I was informed that the service was free unless I processed a payment (Elavon would charge a percentage of each payment processed). I did not use the service and noticed I was charged $25 each month for the last 3 months. I did not notice this at first due to my US Bank account being paperless. Elavon tried to disguise the charges by listing the charge as "Misc Debit Merch San Dieg Billing". I called US Bank and it took multiple calls and run-around to discover that it was actually Elavon. I contacted Elavon to attempt a reversal of the charges since I was not notified in any way of this change. I was not given any paperwork during signup or at any point during my membership. I requested that Elavon terminate my account immediately. The agent stated she would but informed me that she could not reimbursed the charges. I then spoke to a US Bank representative at the physical bank and was able to get $25 reimbursed. I am still missing $50 that Elavon charged me dishonestly. The US Bank rep found out through my Elavon account manager that the Elavon agent I spoke to on the phone did not even update the system to initiate termination. Elavon is deliberately misleading customers by hiding their company name when initiating charges to their bank accounts. Elavon does not provide adequate notice when they change their policies or when they plan on charging their customers.

  

  Business response

  07/01/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly. 
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bank has promoted the services of Elavon as a preferred merchant processing solution for there customers. We’ve had conference with **** to proceeded and opened 3 merchant processing accounts. **** from Elavon told me how I should invoicce and process the amounts And he indicated the best way to do so would be to break up an invoice into amounts of $5000 increments and no greater than $15,000 per invoice. I asked if this would be an issue at all and he indicated that we would be fine as long as we stayed in those parameters. We proceeded in the task and send the invoices to a customer of ours that has been a customer for months now and to see how the processing would take place with him this way we could test the system and see how things go . We Proceeded to run $19,000 in sales . so I sent over to our customer two invoices one for $10,000 and the other one for $9000. The process was done and within 24 hours after being processed we received the funds in our bank account. So we decided to run another test on our second merchant account that we have with them for $5000 and it would give us an error message. So I call Support from Elavon, and they informed us that my accounts are on hold that I needed to contact their lost and prevention department. I was immediately transferred and I left a message with the loss prevention department to contact me. I reached out the next day, and informed me that they were terminating my business because they consider my accounts to be in high risk. I informed him that they can’t be high risk because this customer is a customer of ours for months. I have signed invoices from him as well as a video indicating that he has not issued any dispute or any complaints at all. Alevon Is holding $5000 for 90 days.. to my surprise the next day of this call I check my bank account and I have a negative balance of $19,000 that was deducted back into Elavon merchant bank, leaving me with a debt of which $19,000 to my bank. account...

  

  Business response

  07/01/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.

  

  Business response

  07/18/2024

  We received your additional concerns and are in the process of researching and responding to you. We confirm that there is an active case to resolve your concerns, please give us 15 calendar days from the date we originally received your BBB inquiry to contact you. To protect your privacy, we will either call or mail a response to you directly.
  
  

  Customer response

  08/20/2024

  Yesterday August 19 of 2024 around 2 o’clock mountain standard time I contacted Merchant Services collections department, which is the department within inside Elon settlement and recovery. I requested information as to why I was getting a bill when within a week of having the service I was, considered to be high risk and not eligible to be part of the company or their services. I formed that they find it very disrespect, respectful, and out of line to request for a service fee when I lost the ability to be able to process credit cards because the decision was made by the company. The moment that I was asked to provide my merchant ID number which I did. I indicated to the lady that was on the call who handles the Merchant Services for Collection, my number associated to the letter that I received the letter that I received, and the merchant number did not match which was on record and she emphasized that I gave her more detail so I provided her the bank details and not even the bank details matched. So, I kindly requested that she provide me a copy of the letter that I received to know that we’re on the same page and that I am being charged or I am being asked to comply to a demand by their company. And to my surprise, she was not able to provide me that information because she did not have a copy of the letter that was sent to me. I find this company a complete disaster in organization and yet, threatening to be taken to Collection on numbers and letters that don’t match the records not even my bank accounts match their records. And they called got very heated up to the point that she hang up the call. In my efforts to find out more, I called back and again they threatened and harass on the phone, but yet they are not compliant to be able to provide a copy of a letter that’s been sent to you and it seems like this is just a scheme to take you to Collection no matter what Services that you never received. I please beg BBB to report this company because it’s not just now the fact that they have destroyed my name my opportunity to be able to charge credit cards by putting negative reports about my company but now they’re playing with games and fees that have to do with Collection.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 3 months ago I signed up with Elavon Merchants.  I Used there services for about a month then all of a sudden they did a review on my account and closed my account because there were a few transactions on my merchant website that had a decline rate slightly higher then they like. As a result of this they owed me $4320 Which is being held by them and not released to me. Also I have worked with other merchants before its is against merchant policies to hold money if no chargebacks have occurred on the account which I have none. These fraudulent practices seem to be a pattern with Elavon. I am attaching screen shots of the transaction and the funds that are held. TO Elavon do what is right and release payment immediately. Many Small business operate on a tight budget and $4300 can determine if a business succeeds or fails

  

  Business response

  07/01/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.

  Customer response

  07/21/2024

  
  Complaint: 21919590
  
  I am rejecting this response because: The bank is doing nothing to resolve the issue they have never been in contact with me and at this point they are trying to steal the money they owe me. They need to do whats right and release the funds immediately 
  
  Sincerely,
  
  **** *****

  

  Business response

  07/23/2024

  On behalf of US Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding account closure and funds being held. U.S. Bank has confirmed that investigation was completed, and a response letter detailing the resolution was mailed on 07/18/2024. Please allow time for the letter to be delivered by the USPS. US Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Regions Bank in Graysville, AL. In regard to getting a credit card reader The employees there had me contact **** ****** * Account Exective  The organization I wanted the credit card for is the I was told the credit card reader would be $15 a month and there would be a 1% fee per debit card and 3% fee per credit card. I did not sign a contract. Customer Service for Elavon said there was an electronic signature on file with them. The electronic signature on the contract is ****** *******, I did not sign it, my legal name on my birth certificate is ***** *******, I would never have falsified documents and signed as ****** ******* ( not my legal name). My *** is being billed an annual fee and other fees which were never agreed to. The billing is coming from Elavon/Regions Bank I have contacted **** listed above and he stated the credit card reader is canceled effective 14JUN2024. The ***

  

  Business response

  06/17/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.

  Customer response

  06/29/2024

  Money refunded,

   

  Satisfied

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There were three recurring charges on $25 on Apr 1, May 1 and Jun 3 on my business checking account with U.S. Bank. The bank told me they cannot dispute these because these are from a contract with their subsidiary company Elavon for merchant payment solutions. I opened a payment service with Elavon in March 2023 but never used their service ever since. I signed the contract with a transaction-based fee so I was never charged any fees because I never used them after setup. However when I called Elavon today and asked about the $75 charges, they told me that they changed the fee to monthly fee of $25 from this year. I never received any notification of the fee change through call, email, mail or anything. And I was blindly charged $25 directly from my business checking account of U.S. Bank. I asked for a refund but they refused. And because they are affiliated with U.S. Bank, the banker could not even file a dispute claim on these charges. I would like a refund of $75 because I did not use any of their service and never aware of the fee change. The merchant ID is 8041149413. Thanks.

  

  Business response

  06/07/2024

  We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.

  Customer response

  06/07/2024

  
  Complaint: 21813520
  
  I am rejecting this response because:
  

  No real response was received from Elavon. They are me to wait for 15 days but Bbb asks me to respond in 7days.

   

  Extension of 8 days is needed to wait for businesses response. 

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

  

  Business response

  06/07/2024

  We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to contact you. To protect your privacy, we will either call or mail a response to you directly.

*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. ↩