Eliot Management Group, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was totally taken advantage of by the smooth talking sales person. Why would I agree to pay over $5000.00 for $800.00 worth of equipment. They can make this right if they want to.I did not receive a copy of the contract until 2 months later. It had rates I would never agree to. They said they do not honor verbal agreements but they say I have a verbal agreement with the lease company??? I would agree to purchase the equipment at fair market value which is around $800.00, they said I could buy out my verbal contract for a little over $5000.00. The other companies I checked with do not charge for the equipment and their monthly fees and rates are cheaper. I would agree to stay with them if they would furnish the equipment like the other processors offer.
Sincerely,
[redacted]

Dear Revdex.com Complaint Department, The charges made were valid per EMG’s understanding of the status of the account. We must reiterate that the merchant is required to send in a signed closing notice in order to close the account. A verbal representation made to the sales representative is not appropriate to close the account. The written notice requirement is stated in the terms & conditions of the account, in ¶23 Term; Termination. Also, our customer service reps are trained to explain these requirements to the merchants if they call in requesting to close the account. As a gesture of good faith, the account was closed without penalty as a courtesy to the merchant. Thank you for your attention to this matter, Merchant Relations

Dear Mr. [redacted], We are in receipt of Ms. **’s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.  [redacted] (“Merchant”) signed the...

Agreement with Eliot Management Group (“EMG”) and agreed to the Terms & Conditions on April, 17, 2013. By signing, the merchant acknowledged that (1) they received, read and agreed to be bound by the Agreement; (2) no verbal agreements or representations had been made; and (3) they relied solely on the Agreement and the Terms & Conditions (See pages 3 and 5 of the Agreement).  The Early Termination Fee of $495, the three year contract term, the one-year automatic renewal after contract end, and the requirement that in order to stop the renewal, the Merchant must give written notice no less than 30, but no more than 90 days prior to the end of the applicable term, are clearly delineated in the Terms & Conditions on page 4, paragraph 23. Our records indicate that in August of 2016, no less than 19 chargebacks occurred on the merchant’s account. Normally, the chargeback amounts would be automatically debited (per paragraph 14 in the Terms & Conditions) from the Merchant’s bank account. However, the Merchant has a history of NSF rejects on this account, and so was placed in suspension until monies owed to the company are satisfied from amounts processed through the account.  The current amount on hold is $1,826.79, and is short $448.21 to fully satisfy the chargebacks. When the $448.21 is collected, the account will be fully restored, and any additional funds will be released to the merchant. Please note that “Merchant expressly acknowledges and agrees to any charge or debit made by Bank against any of Merchant’s accounts as a result of the exercise of chargeback or retrieval rights… Merchant also understands and acknowledges that Bank may debit or reduce Merchant’s bank account (…), and/or demand immediate payment from Merchant…” (See, paragraph 14 in the Terms & Conditions). We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, Karrah S[redacted]    Merchant Relations

Dear Complaint Resolution Team, We are in receipt of Mr. [redacted]‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.  On September 20,...

2016, Mr. [redacted]s entered into a credit card processing Agreement with Eliot Management Group (“EMG”). By signing the Agreement, Mr. [redacted]s acknowledged to have read, received and agreed to be bound by the Agreement and the Terms & Conditions (See page 5 of the Agreement). Our records indicate that Mr. [redacted]s has used EMG’s services for the benefit of processing over $10,000 in the last few months. EMG wants to resolve this matter to the benefit of both parties in this matter. As a gesture of good faith, Ms. Amy W[redacted] has personally reached out to Mr. [redacted]s, and is also working to lower the rates on Mr. [redacted]’s account. She has spoken with him directly to explain everything properly and to give the excellent customer service that EMG strives for with all of their merchants. She is available to Mr. [redacted]s any time he needs clarification or assistance. We hope this resolves Mr. [redacted]'s concerns.  We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely,Karrah S[redacted], Merchant Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. How will this refund be issued since I had my bank block any future transactions from this merchant
Sincerely,
[redacted]

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

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

the Agreement on April 23, 2012. By signing, he agreed to have received, read, and be bound by the Agreement and the Terms & Conditions. The Terms & Conditions clearly state that unless the merchant gives (and Bank receives) written notice of non-renewal, the Agreement will automatically renew for one-year periods following the initial term. From November 19, 2014 to September 21, 2017, we received no documentation or calls by the merchant. No closure notice was received during this time. When the merchant claimed to have closed the account in 2014, we offered to refund the merchant for the mistake if the merchant could produce the fax confirmation page for the fax or a certified mail receipt for a letter. The merchant could produce neither item. As a gesture of good faith, we closed the account without penalty to the merchant on September 22, 2017. As we have no record of the account closure letter or call from 2014, no refunds will be considered. We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, Merchant Relations

Dear Ms. [redacted],We are in receipt of Ms. [redacted]'s complaint. Please be assured, we take claims of fraud very seriously. In an effort to further investigate these claims made by the merchant, we ask that the merchant send us a legible copy of her driver's license and a page of paper signed 5 times by...

the merchant. Please email this documentation to [email protected] and we will investigate the matter further.  Thank you for your time and attention,Merchant Relations

Dear Ms. [redacted]: We are in receipt of Mr. [redacted]‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.  Mr. [redacted] entered into the...

Agreement on June 21, 2016. By signing the Agreement, he agreed to have received, read, and to be bound by the Agreement and the Terms & Conditions. We do not have any record of Mr. [redacted] attempting to close his account with Eliot Management Group (“EMG”) until February 2017. It clearly states in the Terms & Conditions paragraph 23, that in order to close his account, Mr. [redacted] would have needed to send in a closing letter with his signature, and verified with the company after that his closing letter was received. To date, we still have not received a closing letter from Mr. [redacted]. If Mr. [redacted] has any supporting documentation of his account closure, we would be happy to review it and the refund request again at that time. As of now, the account was opened per the contract and the service was available, therefore, the charges made from June 2016 to the present are valid. No refunds will be given at this time. Mr. [redacted] can still close his account by emailing a signed closing letter to [email protected] or faxing to 866-347-0278 We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, Merchant Relations EMG

Dear Mr. [redacted], Concerning the accounts for which this merchant has clarified in his rebuttal to the Revdex.com, we have conceded to the demands of the merchant, and as a show of good faith, honored our original agreement to refund the end of month fees, and close both accounts with no fees. Two refunds for $36.96 have been processed as of 10/11/2016.Both merchant accounts have been closed with no etf fees on 10/12/2016. There will be no more fees charged from these accounts going forward.  We hope that these actions have satisfied the merchant and closed this matter in good standing. Thank you,Karrah S[redacted]Merchant Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have already sent the required closing letter as requested by Merchant Relations EMG. I have already put a stop payment on the last charge of $525.00 that was taken from our business account 6-13-17. That charge has already been credited back to the business account via Bank of America. Since this closing letter has been submitted there should be no more charges to the business account, and Lake Street Industries will no longer have any account with Eliot Management, First American Payment of any other affiliates of their company.  To be clear as to why the stop payment was made on the first charge of $495.00, the representative from the local office said this charge would be waived, but it was not. After have months of issues with Eliot Management, mostly because of their employees saying one thing, then having the opposite happen, I did take immediate action with the bank.  Sincerely, [redacted]
Sincerely,
[redacted]

Dear Ms. [redacted],The merchant was refunded to the account on file ending in [redacted] on January 11 & 12. The refunds should have appeared in the merchant's bank account as the following:Jan. 11:Breach Prot Refund - 4.95FAPS Monthly Minim - 12.56 & 17.00 Jan. 12:IRS Reg Comp Fee - 4.95FAPS Stm Fee Refund - 157.84 Total Refunds: $197.30If the merchant desires, we can provide trace ID numbers for these transactions. Thank you for your attention to this matter.Merchant Relations

Dear Mr. [redacted] :We are in receipt of Ms. [redacted]‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. We have also included a courtesy copy...

of Ms. [redacted]’s Lease with Lease Finance Group (“LFG”).On October 7, 2015 Ms. [redacted] signed an Agreement for credit card processing services with Eliot Management Group (“EMG”).  By signing this Agreement Ms. [redacted] acknowledges that she has received, read and be bound by the Agreement and the Terms & Conditions (See page 6 of the Agreement).  The Agreement states that no verbal agreements have been made and that the Merchant will rely solely on the Agreement and Terms & Conditions (See page 6 of the Agreement).  The initial term of the Agreement will be for three years after Bank’s acceptance.  If the Agreement is terminated before the end of the term the Merchant shall pay on demand an Early Termination Fee of no less than $495.00.  On October 9, 2015 Ms. [redacted]’s account became active with EMG. Our records also indicate that Ms. [redacted] obtained a Lease for processing equipment with LFG. On November 20, 2015 Ms. [redacted] contacted EMG with questions on how to close her account.  We provided the merchant with closing instructions, and advised of the Early Termination Fee. Our records show Ms. [redacted]’s account with EMG has closed due to ACH rejects and was automatically placed for collections.  However as a gesture of good faith we will waive any owed fees and close the account in good standing. We also show Ms. [redacted]’s Lease with LFG has closed. Please be advised that  any concerns or questions regarding the Lease must be sent to them directly. We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.Sincerely,Kourtney K[redacted] Merchant Relations Specialist

Dear Ms. [redacted]: We are in receipt of Ms. [redacted]‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreements (“the Agreements”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.  The merchant’s accounts became...

active on 6/1/2017. The merchant, by digitally signing, acknowledged that she had received, read, and agreed to be bound by the Agreements and the Terms & Conditions. We have no records of the merchant calling the local headquarters, and our system implementation team contacted the merchant between the dates of 6/02 to 6/07 to set up the accounts and was given no notification that the merchant wanted to close the accounts or that the merchant was unhappy.  Customer service is available 24/7 to the merchant at 844-898-0337. We have records of the merchant calling to close the account starting on 9/16, and no calls before that.  It clearly states on the Acknowledgements page and ¶23 of the Terms & Conditions that if the account is closed before the three year term was over, that the merchant would be charged $495 minimum per location to close the account. The Terms & Conditions also state that written closure notice is necessary to close the account. As a gesture of good faith and to resolve this matter amicably, we will close both of the accounts without penalty. We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, Merchant Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Ms. [redacted]:We are in receipt of Ms. [redacted]‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. On May 25, 2016, [redacted]...

signed the Agreement for a one-year term, indicating that he had received, read, and agreed to be bound by the Agreement and Terms & Conditions. It states clearly in the paragraph above Mr. [redacted]’s signature that “By signing below, MERCHANT acknowledges no verbal agreements or representations have been made and MERCHANT and Guarantor have relied solely on the Merchant Application & Agreement and the Merchant Processing Terms & Conditions.”Also in the Acknowledgements on the same page is the statement that “Early termination of this Agreement shall result in an Early Termination Fee of no less than four hundred ninety-five ($495.00).” This ETF is also listed in paragraph 23 of the Terms & Conditions.Our records indicate that the sales representative did forward a closing letter to the company on July 26, 2016, but it was not accepted because the contract signor, Mr. [redacted] had not signed the closing letter. It states in paragraph 23 of the Terms & Conditions that the closing letter must be signed by the merchant as it appears on the Agreement for it to be valid. The closing letter received was only signed by Ms. [redacted], who was not the account signor. Therefore, the account was not closed in July 2016 as Ms. [redacted] has claimed. Nonetheless, had the account been closed at that time, the ETF would have applied.As a gesture of good faith, we will close the account immediately upon receipt of a signed closing letter from [redacted] to [email protected] or faxed to 866-347-0278 and waive the early termination fee in an effort to resolve this matter amicably. No refunds will be given as the amounts debited from the merchant’s account were in accordance with the Agreement. (See Acknowledgments, Debit/Credit Authorization).We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.Sincerely,Merchant Relations, EMG

Complaint: [redacted]
I am rejecting this response because:  On March 18th I was contacted by David S[redacted] Account Manager for Eliot.  I was promised that a pre-programmed card reader would be shipped from wherever their central office is and would arrive in Shelton yesterday.  Further David promised that he would email tracking information that day.  Neither of these fairly simple steps have transpired and we are in the same position we've been in for months.  If the company wants to threaten with a $500 early termination fee......well I can see from their customer service why they would include that in a card reader contract.
Sincerely,
[redacted]

Dear Mr. [redacted]:We appreciate the opportunity to address Ms. [redacted]'s complaint.  EMG has been in direct contact with Ms. [redacted] regarding her concerns and refunded $895 on January 13, 2016.  Additionally, a rate review was processed on Ms. [redacted]'s account, thereby lowering her...

processing rates.  At this time we believe this matter resolved.Thank you for your attention to this matter.  As always, please do not hesitate to contact us if you need any additional information.Blanca V[redacted]Merchant Relations Coordinator

Complaint: [redacted]
I am rejecting this response because:  Yes.  The cardreader arrived a day later than promised and without any ab ility to track its progress.  I plugged it in just now and ran a chip card test.  I will not know until tomorrow if the entire process to bank was successful.  I will let you know. Thanks
Sincerely,
[redacted]