*** *** *** *** *** *** ***
Dear *** ***,
I am the Vice President of Client Services for EVO Payments International, LLC (“EVO”). On behalf of EVO, I am responding to the complaint filed with your office on 01/29/by Brave New Books (MID ***) located at *** *** *** *** ** *** (the “Complaint”)
On or about 05/**/2015, Brave New Books signed a Merchant Processing Agreement (“MPA”) with EVO in order to process credit card transactions for its customers. In accordance with the MPA, Brave New Books designated a bank account, which was on file with EVO, for the deposit of Brave New Books’ funds from its customers credit card transactions
After receiving the Complaint, EVO conducted an account review of Brave New Books. EVO’s review shows that all funds due to Brave New Books were deposited into the bank account on file designated by Brave New Books (the “original bank account”). On or about January *, 2016, a representative from Brave New Books requested that EVO update its designated bank account on file. After verifying the new account information, EVO updated Brave New Books banking information effective January **, (the “new bank account”)From that point forward, all funds were deposited into the new bank account
Brave New Books has complained because from the date Brave New Books submitted the change of bank account request form (January *, 2016) through the date it was processed (January **, 2016) EVO deposited Brave New Books funds into the original bank account, rather than the new bank account. Although EVO acknowledges that the time to update Brave New Books bank account was longer than anticipated, both EVO’s records and the bank account statement provided by Brave New Books demonstrate that all funds due to Brave New Books were deposited and settled into the original bank account.
Accordingly, although EVO regrets any inconvenience caused by the time it took to update Brave New Books’ bank account information, Brave New Books has not suffered any monetary loss and received all batch deposits made to the original bank account on file with EVO
I trust that this resolves the Complaint. Should you have any additional questions, please feel free to contact me
Sincerely,
Eileen M***
VP Client Services
EVO Payments International, LLC
Email: ***
Phone: ###-###-####
*** *** ***
*** *** ***
*** ***
*** ** *** *** ** * *** I am writing in response to your letter dated July ***, 2017, regarding the above-referenced complaint filed with your agency. PowerPay takes pride in working to
resolve any concerns of our customers Upon receipt of this complaint, PowerPay contacted *** *** to speak about his concerns and he explained that all his merchant have already been refunded and everything was fine then he disconnected the call while I was still asking questions. At this time we feel that we have done everything to resolve *** ***’s concerns If you have any additional questions, please do not hesitate to contact me at ###-###-#### Sincerely, Kathy B*** Sales Support Manager
Good afternoon *** ***,I appreciate your prompt attention with regards this matterAs I have made clear in my initial complaint, I have spent the better part of ten months attempting redress dealing directly with EVO Canada to no availAs of today's date, I have not received any contact from EVO Canada since May ***As there is no Revdex.com operating in Quebec, and the provincial authorities have made it clear that they are unable to assist in any way, I felt that contacting you was the next appropriate moveEVO International prominently and openly displays EVO Canada as being the *** branch of their company on their own website (viewable here: *** and as such I feel that their so called sterling reputation with the Revdex.com is solely due to the less than reputable practices of EVO Canada being outside the direct purview of the Revdex.com. The amount of money which was promised to us, in writing no less, is a mere $2745.60, which for an international corporation operating on continents would seem to be a drop in the bucketI am aghast at the amount of time and obfuscation which EVO has shown in regards refunding our money, and I have little faith in their willingness to operate in good faithWhile I have only had direct dealings with their *** subsidiary, they have been abysmal. I would humbly suggest that, if EVO International prides its reputation as much as *** *** indicates they do, they may wish to ensure that those companies with which they share a name operate at the same standard. Thank you in advance for your prompt attention to this matter, and I await your next communicationI have attached a copy of a brief summary of this issue for *** ***'s perusal. Sincerely yours,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved b
I am not satisfied because I spoke to *** *** *** and I explained to him that I was lied to ever since we opened the accounts. They told us that it was not a contractI was unhappy since after the first month and I spoke to *** and she had told me that if I had EVO merchant services for months I would not have to pay a cancelation feeNow I come to find out that thats a lieEver since the begining all they do is liePlus they charge all kinds of fees I never heard of its a rip offWhen I spoke to *** *** *** from EVO he said he was going to see what he can do and that he would call me back but he never didThere is alot more things I would like to tell you if I can talk to you on the phoneJust so you can know tomorrow we go out of town and will be back till June ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
In response to complaint, this has been resolved as indicated below.SincerelyEileen M***VP Client ServicesEVO Payments International Good afternoon, This is in response to complaint from : *** *** * *** *** *** *** *** *** *** ***
*** *** * ** *** We were able to validate a formal request for closure submitted to us on 06/**/At the time the closure was not processed due to processing activity on the accountAfter an unsuccessful attempt to reach the sales partner on the account it was implied that due to the activity the account should remain openWe have reached business owner *** *** who confirmed that the account should be closedAs a resolution we will close the account and issue a check for the disputed amount of $ Ruben M*** Relationship Management Supervisor
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. The only discrepancy with their response is regarding the routing number they had on file causing the funds to be heldThe wrong routing number was in no way a fault of my company's (as they did have our correct routing number on that date) but a fault of EVO's own data entry errorThey entered an incorrect routing number for our deposits causing them to be heldThe routing number they entered was in no way associated with our banks routing numberWe did provide EVO with the documentation to support thisIt was not until a complaint was filed with the Revdex.com that an effort was made to resolve the discrepancy with the amount of the deposit due to reject feesSincerely, *** *** Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I would also like to add that I have contacted *** *** from EVO and left a voice message today apologizing for the mistakeThis complaint should have not be filed against this company and I deeply regret for this inconvenience I, *** ***, causedI have also submitted an e-mail *** requesting the complaint to be deleted as I filed it in error.Again, my sincere apologies
Sincerely,
*** ***
Brian DDelaney D/B/A: Visiting *** ** *** * (Merchant ID # ***) I am writing in response to your letter dated October ***, 2017, regarding the above-referenced review that was filed with your agency. After reviewing this account and speaking with
*** ***, we were able to come to an amicable resolution and move forward with issuing *** *** a credit in the amount of $4,270.15. As soon as he contacts us back with banking information, we will move forward with issuing the credit. At this time we feel as though we were able to resolve this issue per the merchant’s request If you have any additional questions, please do not hesitate to contact me at ###-###-#### Sincerely, Kathy B*** Sales Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We regret any difficulties *** *** experienced in attempting to close her accountAfter review of her account, our records indicate a written closure request was not received as of Nov ** Our standard time frame to process an account closure request is within days of receiptWe have
since received the closure request on Dec * and her account has been closed
This was confirmed through a phone call on Dec * We again are sorry for any inconvenience and trust this settles the issue
Sincerely
Eileen M***
VP Client Services
EVO Payments International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
This is In response to complaint from Boca Dance Studio (*** ***) located at *** ** *** *** *** *** *** ** *** dated Wednesday, March **, 2016
There is no indication that the merchant submitted a closure request to EVO International Payments
Customer Support Department, Retention Department or EVO Platinum Service Group prior to our conversation with the business owner Melanie Gibbs on 3/**/All account closures require a written notification not to renew at least calendar days of the initial term or any renewal term in accordance to signed contract terms
As a courtesy we have waived the merchant’s $early termination fee (Contract end Date 08/**/2016) and credited all fees debited for January ($50.00) and February 2016($89.50) totaling $ $The total amount of fees waived of $is the only amount EVO is willing to accommodate since there is no indication and no proof that a written request of closure was ever receivedBased on this we believe this amount is more than fair compensationThe account has been closed as of 03/**/2016.
We hope this resolves the complaint
Sincerely
Eileen M***
VP Client Services
EVO Payments International
*** *** ***
*** ** ***
*** *** *** *** *** ** * ***
*
*I am writing in response to your letter dated October ***, 2017, regarding the above-referenced complaint filed with your agency. PowerPay takes pride in working to resolve any concerns
of our customers. Upon receipt of this complaint, PowerPay made several attempts to contact *** *** with no response. We did explain that the funds were to be held for a period of time and then a review would be done. Since there was no activity on the account…the review didn’t take place until just recently. The funds that were on hold have been released and the merchant should see their funds within the next hours. At this time PowerPay feels that we have done everything in our power to resolve *** ***’s concerns to his satisfaction If you have any additional questions, please do not hesitate to contact me at ###-###-####. Sincerely, Kathy B***Sales Support Manager Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Please withdraw my complaintThis issue has been resolved.
Sincerely,
*** ***
February 10, *
*** *** * ***
*** ** ***
*** *** *** *** *** *** *** ** * *** I am writing in response to your letter dated February **, 2017, regarding the above-referenced complaint filed with your agency. EVO
Payment Systems takes pride in providing excellent customer service and we always work to resolve any concerns of our customers Upon receipt of this complaint, an EVO manager contacted *** ** *** and we were able to come to an amicable resolution. We have agreed to close the account and waive the termination fee of $250.00. At this time we feel that we have been able to resolve this matter to the satisfaction of *** ** *** and his business If you have any additional questions, please do not hesitate to contact me at ###-###-#### Sincerely, Kathy B*** Sales Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
That is a very nice and flowery responseThe fact remains that EVO continues to hold my funds regardless of the information I send themI have sent them the documents they require and they continue to add more while dwindling my funds awayThere is no one person that I can deal with in their organizationPlus I get redirected every time I contact themI most definitely get the feeling that EVO is pulling my strings so that they can slap the fine print of their contract to me to lock me into their contract unwillingly yet again
*** ***
*** *** *** *** *** *** ***
Dear *** ***,
I am the Vice President of Client Services for EVO Payments International, LLC (“EVO”). On behalf of EVO, I am responding to the complaint filed with your office on 01/29/by Brave New Books (MID ***) located at *** *** *** *** ** *** (the “Complaint”)
On or about 05/**/2015, Brave New Books signed a Merchant Processing Agreement (“MPA”) with EVO in order to process credit card transactions for its customers. In accordance with the MPA, Brave New Books designated a bank account, which was on file with EVO, for the deposit of Brave New Books’ funds from its customers credit card transactions
After receiving the Complaint, EVO conducted an account review of Brave New Books. EVO’s review shows that all funds due to Brave New Books were deposited into the bank account on file designated by Brave New Books (the “original bank account”). On or about January *, 2016, a representative from Brave New Books requested that EVO update its designated bank account on file. After verifying the new account information, EVO updated Brave New Books banking information effective January **, (the “new bank account”)From that point forward, all funds were deposited into the new bank account
Brave New Books has complained because from the date Brave New Books submitted the change of bank account request form (January *, 2016) through the date it was processed (January **, 2016) EVO deposited Brave New Books funds into the original bank account, rather than the new bank account. Although EVO acknowledges that the time to update Brave New Books bank account was longer than anticipated, both EVO’s records and the bank account statement provided by Brave New Books demonstrate that all funds due to Brave New Books were deposited and settled into the original bank account.
Accordingly, although EVO regrets any inconvenience caused by the time it took to update Brave New Books’ bank account information, Brave New Books has not suffered any monetary loss and received all batch deposits made to the original bank account on file with EVO
I trust that this resolves the Complaint. Should you have any additional questions, please feel free to contact me
Sincerely,
Eileen M***
VP Client Services
EVO Payments International, LLC
Email: ***
Phone: ###-###-####
*** *** ***
*** *** ***
*** ***
*** ** *** *** ** * *** I am writing in response to your letter dated July ***, 2017, regarding the above-referenced complaint filed with your agency. PowerPay takes pride in working to
resolve any concerns of our customers Upon receipt of this complaint, PowerPay contacted *** *** to speak about his concerns and he explained that all his merchant have already been refunded and everything was fine then he disconnected the call while I was still asking questions. At this time we feel that we have done everything to resolve *** ***’s concerns If you have any additional questions, please do not hesitate to contact me at ###-###-#### Sincerely, Kathy B*** Sales Support Manager
Good afternoon *** ***,I appreciate your prompt attention with regards this matterAs I have made clear in my initial complaint, I have spent the better part of ten months attempting redress dealing directly with EVO Canada to no availAs of today's date, I have not received any contact from EVO Canada since May ***As there is no Revdex.com operating in Quebec, and the provincial authorities have made it clear that they are unable to assist in any way, I felt that contacting you was the next appropriate moveEVO International prominently and openly displays EVO Canada as being the *** branch of their company on their own website (viewable here: *** and as such I feel that their so called sterling reputation with the Revdex.com is solely due to the less than reputable practices of EVO Canada being outside the direct purview of the Revdex.com. The amount of money which was promised to us, in writing no less, is a mere $2745.60, which for an international corporation operating on continents would seem to be a drop in the bucketI am aghast at the amount of time and obfuscation which EVO has shown in regards refunding our money, and I have little faith in their willingness to operate in good faithWhile I have only had direct dealings with their *** subsidiary, they have been abysmal. I would humbly suggest that, if EVO International prides its reputation as much as *** *** indicates they do, they may wish to ensure that those companies with which they share a name operate at the same standard. Thank you in advance for your prompt attention to this matter, and I await your next communicationI have attached a copy of a brief summary of this issue for *** ***'s perusal. Sincerely yours,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved b
I am not satisfied because I spoke to *** *** *** and I explained to him that I was lied to ever since we opened the accounts. They told us that it was not a contractI was unhappy since after the first month and I spoke to *** and she had told me that if I had EVO merchant services for months I would not have to pay a cancelation feeNow I come to find out that thats a lieEver since the begining all they do is liePlus they charge all kinds of fees I never heard of its a rip offWhen I spoke to *** *** *** from EVO he said he was going to see what he can do and that he would call me back but he never didThere is alot more things I would like to tell you if I can talk to you on the phoneJust so you can know tomorrow we go out of town and will be back till June ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
In response to complaint, this has been resolved as indicated below.SincerelyEileen M***VP Client ServicesEVO Payments International Good afternoon, This is in response to complaint from : *** *** * *** *** *** *** *** *** *** ***
*** *** * ** *** We were able to validate a formal request for closure submitted to us on 06/**/At the time the closure was not processed due to processing activity on the accountAfter an unsuccessful attempt to reach the sales partner on the account it was implied that due to the activity the account should remain openWe have reached business owner *** *** who confirmed that the account should be closedAs a resolution we will close the account and issue a check for the disputed amount of $ Ruben M*** Relationship Management Supervisor
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. The only discrepancy with their response is regarding the routing number they had on file causing the funds to be heldThe wrong routing number was in no way a fault of my company's (as they did have our correct routing number on that date) but a fault of EVO's own data entry errorThey entered an incorrect routing number for our deposits causing them to be heldThe routing number they entered was in no way associated with our banks routing numberWe did provide EVO with the documentation to support thisIt was not until a complaint was filed with the Revdex.com that an effort was made to resolve the discrepancy with the amount of the deposit due to reject feesSincerely, *** *** Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I would also like to add that I have contacted *** *** from EVO and left a voice message today apologizing for the mistakeThis complaint should have not be filed against this company and I deeply regret for this inconvenience I, *** ***, causedI have also submitted an e-mail *** requesting the complaint to be deleted as I filed it in error.Again, my sincere apologies
Sincerely,
*** ***
Brian DDelaney D/B/A: Visiting *** ** *** * (Merchant ID # ***) I am writing in response to your letter dated October ***, 2017, regarding the above-referenced review that was filed with your agency. After reviewing this account and speaking with
*** ***, we were able to come to an amicable resolution and move forward with issuing *** *** a credit in the amount of $4,270.15. As soon as he contacts us back with banking information, we will move forward with issuing the credit. At this time we feel as though we were able to resolve this issue per the merchant’s request If you have any additional questions, please do not hesitate to contact me at ###-###-#### Sincerely, Kathy B*** Sales Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We regret any difficulties *** *** experienced in attempting to close her accountAfter review of her account, our records indicate a written closure request was not received as of Nov ** Our standard time frame to process an account closure request is within days of receiptWe have
since received the closure request on Dec * and her account has been closed
This was confirmed through a phone call on Dec * We again are sorry for any inconvenience and trust this settles the issue
Sincerely
Eileen M***
VP Client Services
EVO Payments International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
This is In response to complaint from Boca Dance Studio (*** ***) located at *** ** *** *** *** *** *** ** *** dated Wednesday, March **, 2016
There is no indication that the merchant submitted a closure request to EVO International Payments
Customer Support Department, Retention Department or EVO Platinum Service Group prior to our conversation with the business owner Melanie Gibbs on 3/**/All account closures require a written notification not to renew at least calendar days of the initial term or any renewal term in accordance to signed contract terms
As a courtesy we have waived the merchant’s $early termination fee (Contract end Date 08/**/2016) and credited all fees debited for January ($50.00) and February 2016($89.50) totaling $ $The total amount of fees waived of $is the only amount EVO is willing to accommodate since there is no indication and no proof that a written request of closure was ever receivedBased on this we believe this amount is more than fair compensationThe account has been closed as of 03/**/2016.
We hope this resolves the complaint
Sincerely
Eileen M***
VP Client Services
EVO Payments International
*** *** ***
*** ** ***
*** *** *** *** *** ** * ***
*
*I am writing in response to your letter dated October ***, 2017, regarding the above-referenced complaint filed with your agency. PowerPay takes pride in working to resolve any concerns
of our customers. Upon receipt of this complaint, PowerPay made several attempts to contact *** *** with no response. We did explain that the funds were to be held for a period of time and then a review would be done. Since there was no activity on the account…the review didn’t take place until just recently. The funds that were on hold have been released and the merchant should see their funds within the next hours. At this time PowerPay feels that we have done everything in our power to resolve *** ***’s concerns to his satisfaction If you have any additional questions, please do not hesitate to contact me at ###-###-####. Sincerely, Kathy B***Sales Support Manager Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Please withdraw my complaintThis issue has been resolved.
Sincerely,
*** ***
February 10, *
*** *** * ***
*** ** ***
*** *** *** *** *** *** *** ** * *** I am writing in response to your letter dated February **, 2017, regarding the above-referenced complaint filed with your agency. EVO
Payment Systems takes pride in providing excellent customer service and we always work to resolve any concerns of our customers Upon receipt of this complaint, an EVO manager contacted *** ** *** and we were able to come to an amicable resolution. We have agreed to close the account and waive the termination fee of $250.00. At this time we feel that we have been able to resolve this matter to the satisfaction of *** ** *** and his business If you have any additional questions, please do not hesitate to contact me at ###-###-#### Sincerely, Kathy B*** Sales Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
That is a very nice and flowery responseThe fact remains that EVO continues to hold my funds regardless of the information I send themI have sent them the documents they require and they continue to add more while dwindling my funds awayThere is no one person that I can deal with in their organizationPlus I get redirected every time I contact themI most definitely get the feeling that EVO is pulling my strings so that they can slap the fine print of their contract to me to lock me into their contract unwillingly yet again
*** ***