EVO Merchant Services

Review: I switched to EVO pos system. I received a terminal which would not work properly. The machine would short whenever the cord was touched. I was sent another machine and the same thing happened with the new machine. I received an upgraded machine which I barely used. Due to external circumstances, I had to close my business. When I called to cancel with EVO they informed me I would charged a $500 cancellation policy. I conveyed my situation that the terminals I received were unusable forcing me to carry two merchant accounts for approximately six weeks because the machines that were sent would not operate in my business. I called EVO three times explaining my story and asking for someone from upper management to call me back. I never once received a phone call and was still charged $500.00. About 2 months after I cancelled the service, I received a phone call from EVO asking me to upgrade my service with them?!! I once again explained to them my dissatisfaction and asked for upper management to call me. No one called me. It has been five months since I cancelled my service with EVO and I still find myself thinking about EVO, $500 cancellation fee for dysfunctional terminals. I sent and email on November,**, 2013 once again explaining my circumstance and asking for someone to please respond to my complaint. I received no follow up email and no follow up phone call.I believe that my cancellation fee should have been waived because the terminals I was sent were nonoperational in my office. I should have at least had someone from upper management call me to take steps towards rectifying my dissatisfaction with the short period I used the compnay.Desired Settlement: My $500 dollar cancellation fee refunded.

Business

Response:

This complaint was forwarded to our Canada division for review and I have attached the response to this complaint.

We regret the problems the merchant had experienced with the terminals. As [redacted] mentions, we replaced the initial terminal and the replacement did not resolve the problems. We therefore sent another terminal which was a different model, which allegedly

did not resolve her issues. We recieved the replacement terminal back which when tested, worked properly. [redacted] did decide to cancel her processing agreement and we charged the $500 early closure fee in accordance with the terms and conditions of her contract.

We had advised [redacted] on several occasions that we were not waiving the early closure fee. We regret she is not satisfied with our decision but our position has not changed. We made every attempt to rectify the issues with the terminals and regret she had to close her busines. ,

Sincerely

EVO Payments International, Canada

Review: On multiple occasions, I, [redacted] have attempted to cease business with this company after changes of the terms/conditions/billing of my merchant account. However, they continue to charge me each month in the amount of $70+. I have complied with all requirements - written notification, explanation, signature, and returned all equipment that was in my possession.Desired Settlement: Requesting refund in the amount of $219 for fraudulent charges against my bank account. No longer doing business with this company.

Business

Response:

Upon receipt of the complaint we contacted the merchant in an effort to resolve the complaint. It was confirmed that he did not send a written request to close the account. The monthly fees that had been assessed on the account were rejected by his bank and therefore never collected by us . The merchant was advised at that time that his account was in default and that he is responsible for an early termination fee of $395 as well as an additional $395 that we credited to his account to cover the cost of the cancellation fee with his previous processor for a total of $790. Subsequent attempts to contact the merchant to resolve the issue have been unsuccessful – numerous phone calls and voicemail messages have been made but we have received no response to date. The account is now frozen pending a reply from the merchant.

Eileen M[redacted]

VP Client Services

EVO Payments International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This response from the business is erroneous in multiple ways:1. Written cancellation was sent two separate times (prior to Revdex.com claim) with no response from business - EVO Merchant.2. Due to the changes of the contract terms/fee structure, [redacted] is disputing any and all validity of such made charges. As a result, the Attorney Generals Office and Secretary of State of Indiana have been notified of these filings. 3. [redacted] has received no contact from EVO Merchant in nearly 3 weeks. When questioned about the additional fees added to billing (Registration Fees, etc.), EVO Merchant has ceased respond. 4. [redacted] is willing to resolve this claim as of week ending 2/**/16 if EVO Merchant agrees to terminate and cease any further billing. Request for refund will be waived if handled in a timely manner. Thank You, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Although we dispute the allegations outlined in the merchants response, in an effort the resolve this complaint, we are closing the account and will not assess the additional fees.

We hope this resolves the issue

Sincerely

Eileen M[redacted]

VP Client Services

EVO Payments International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In January 2014 I was checking online for a credit card processing company for my business. I found EVO Merchant Services and thought I would check them out. They sounded really great online! I filled out the online information to see if this company was right for our business. Sometime around the end of January I get a credit card machine. Well I send the machine back to them with a letter stating that I had chosen another company with better rates and would not be needing their services after all. In April they debited $118.95 from my bank account, in May the debit was $19.95 and in June it was $79.90. These fees were taken even though I had never swiped a card on a machine that I didn't even have. I called them to ask why and how they could debit money from my account when I had returned the machine with a letter explaining that I would not be using their services. Their answer was that I had not requested a formal account closing form and that it was in their rights to charge a non-swipe fee and that was the fees deducted from my bank account. I asked for a refund of those fees due to the fact that I didn't have a machine to swipe any cards if I did want their services. My request was denied!!! They told me on the phone that the account was closed June [redacted] and that they would no longer deduct any fees from my account....we will see!Desired Settlement: All I would like is to be refunded the $218. Make sure the account is closed and to never hear from this company again. They made it extremely clear that they would not refund me!!!

Business

Response:

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services. One of the ISOs that EVO contracted with to market its services is Commerce Payment Group,

LLC (“Commerce”).

Commerce is a separate corporate entity from EVO. Other than employing the use of EVO’s name, EVO does not have contact with Commerce’s merchants. Commerce is the first line of contact with its

merchants and manages the business relationship with its merchants. EVO merely processes credit card transactions. Based upon this information, we respectfully request that this complaint be removed

from complaints against EVO, and properly addressed to commerce. I have forwarded the complaint to them and have provided their response below.

In response to this complaint First on behalf of Commerce Payment Systems I would like to apologize for the inconvenience this has caused you. After carefully reviewing your merchant account, all rates

and fees have been charged as per contract. There is no record of a cancellation notice received, the merchant must contact customer services and fill out the cancellation letter

and follow the cancellation procedure. It is the merchants’ responsibility to close the accounts accordantly. Nonetheless a refund has been issued a courtesy totaling the dispute amount of $218.00; this

should post to your bank account within 24-48 hours.

Please be advised that your merchant account has been closed.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at

[redacted], or you can call me directly at ###-###-#### and ask for me by name.

Thank you

Review: I was in a contract with EVO Merchants for my credit card processing. Another company called and offered a better rate, I accepted. I signed a contract with EVO in February 2014. I was informed by the new company that when they called on my behalf to start the cancellation process that there was an early termination fee of $395.00. I was ok with that and chose to move forward with switching to the new company. It has been 16 days since the switch, on the [redacted] of November I opened my bank statement online and saw a charge of over $1,700.00 from EVO Merchants, upon investigation I was told that I signed a contract that stated if I did not return their equipment within 10 days I would be charged an additional $695.00. While I understand I signed the paper I think it is bad business practice to tell the customer leaving all the information they need to know but leave out the part about doing it in a certain time frame. The last company I was with before EVO sent me a shipping label to return this equipment. I plan on sending it back still unless they are going to keep my money. I called after I saw the charge and spoke to a customer service representative who was no help and told me I can keep the equipment because it was mine now, then Thursday the [redacted] of November to speak to a supervisor and the supervisor told me they would wave all the fees if I came back to them as a customer (not happening). The very least that I would like to happen in the future is for EVO Merchant services to send a reminder E-mail because when someone has a small business with day to day transactions remembering something they signed almost a year ago is very difficult, and this whole thing seems like a scam. I wonder how many people every year they make money from doing this to?Desired Settlement: I would like my money returned in exchange for the equipment. In the very least I would like them to change their policy so they can not scam future businesses!

Business

Response:

This is in response to the complaint from [redacted] regarding equipment charges resulting from the cancellation of their merchant account with EVO. We received notice on ** October to close the merchant account. The merchant was charged an early termination fee of $395 and equipment charge of $695 on ** October. The equipment was charged in accordance with the signed Terminal Placement Agreement whereby the equipment is to be returned in good working order within 10 days of their last transaction. This was not done. The merchant is still in possession of the terminal. The merchant did not speak to EVO Customer Service directly. The new processor called EVO on the merchant’s behalf to start the cancellation process. This was confirmed in the merchant’s complaint.Merchants are specifically instructed of the cancellation procedures when they call which would include equipment charges. It appears that since the new processor called on behalfthe merchant to cancel, this information was not relayed back to the merchant.The equipment now belongs to the merchant in accordance with the agreement, copy attached. The account is closed and no refunds for equipment will be made. We regret losingthe merchants business and sorry that we cannot accomodate their request.[redacted]Customer Service

Review: I have called this company multiple times to cancel service. I sent back the mobile swiper like they as me to with the necessary paperwork. They have mischarged my card multiple times resulting in hundreds of dollars and over draft fees that they have not refunded. This place is a scam. I called to make sure they received all of my paperwork and that all of my accounts were closed and the guy on the phone said yes. Clearly, he lied. I will NEVER EVER recommend this company to anyone. As a matter of fact I will do my best to make sure they don't screw over another customer ever again. I am now going to have to miss work on a new job to shut down my business account so that they can not mischarge me anymore. Business owners/consumers beware! The customer service is horrible, they are impolite and they LIE LIE LIE. Do not waste your time. I am so upset I do not trust any merchant card service companies that call because I am afraid I will go through the same thing all over again. I cannot stress how inefficient and inept these people are. I have an illness and my blood pressure is so high behind these people. If I get sick again as a result of stress I am going to sue this company. I cannot believe how ridiculous these people are. AWFUL AWFUL AWFUL people!Desired Settlement: I want a refund of all of my money and overdraft fees.

Business

Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules. In order for a company to market merchant processing services in its own name, the company must be registered

with Visa and MasterCard.

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services. One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC

(“Commerce”). Commerce is a separate corporate entity from EVO. Commerce is the first line of contact with its merchants and manages the business relationship with its merchants. EVO merely processes credit card transactions. We respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce. If you have any other questions, please feel free to contact me. I have forwarded the complaint to Commerce and have included their response below.

Sincerely

[redacted]l

In response to this complaint. First on behalf of Evolution Bankcard I would like to apologize for the inconvenience this has caused you. After Speaking with [redacted], I explained in detail on why her bank account was charged and also apologized for the customer service she received. As a courtesy a full refund has been issued for $104.95 and $54.95. This refund includes fees that have been charged from Evolution and the overdraft fees that have been charged to the bank account due to the withdraws that were made by Evolution Bankcard.

This refund will post back to your bank account within 48-72 hours to the bank account we have on file. Both of your merchant accounts have been officially closed.

Evolution Bank Card values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at [redacted],

or you can call me directly at ###-###-#### and ask for me by name.

Thank you

As a longstanding customer, I am very unpleased with EVO's service. We haven't had any issues up until recently when I hired a bookkeeper. She started paying more attention to charges and this is when problems arose. Needless to say, keep track of your money when using this company.I questioned a debit transaction from a week ago, they told me that they cannot look up the transaction but was able to tell me what posted two days ago. ?????????? pretty suspicious to me.

This company claims to have a customer support line but when you call, if the rep finds themselves unable to explain something to you or it's closing time (6pm), they will hang up on you. I have been hung up on by 2 different reps. They also have an "After Hours" line that is unable to help you with anything important. The company allowed a third party to call in and cancel our account without authorization. Thus delaying $3000+ of our money from coming in (as a small business this is a make or break situation). I would NEVER recommend them to anyone else. I would recommend to pay another company more for the customer support and capabilities. OR better yet, to pay less or equal to another merchant with the same capabilities.

Review: [redacted] has constantly charged us fees which we were never told about, without our authorize. We cancelled our business with them and I asked them for return address of their credit card machine and was told I would have it sent to me, no email or regular mail was sent, hence was not told at that time it had to be returned in 10 days. While waiting for reply, the company charged our bank account $717.00, without even letting us know, we are a small business with not allot of cash flow, so ever dollar is accounted, almost bouncing checks on us. When I called [redacted] to ask what it was for, they said credit card machine, I said I was waiting for a return address, the customer service lady, [redacted] was very rude and said well you only had 10 days and it is day 11, stating I never asked that, which I did. So I asked if I overnighted the machine, after asking again for the address, which I never got, they said it wasn't going to matter, it was company policy and they won't refund anything. I proceeded to tell her that I was waiting for the return address and why when we closed the account I was no told I had 10 days to return it, they never even sent out a confirmation on the account being closed. We have had fees for "[redacted]" charges, said they were required by [redacted] of 99.00, no refund of that either, since we paid for the year. fees of $99 for "none compliance" [redacted], when I filled out everything I needed too, plus an extra fee of $19.99. I have contacted the bank with a dispute and I am sending the machine back overnight , as to not be charged. I closed the account out, not to have to deal with them and their fees and rude customer and technical support. the deposits were supposed to be next day, it took 2 or 3 days, the machine took 5 minutes to process a card, sometimes had to keep rebooting, and had called several times on that.Desired Settlement: For the credit card machine price to be taken off and possibly the other so called fees, that we paid for the year on, like $99 for "[redacted]" fees. Have closed the account and put a hold on the $717.00 at bank.

Business

Response:

In response to the attached complaint, as an act of good faith, we have contacted the merchant and have been provided with the tracking information forthe shipment of the equipment. And, although it has been over the time limit for the return of the terminal, a credit for $695 was issued on Dec ** 2014. We trust this resolves the issue.[redacted]

Review: Electronic Debit of funds with out my knowledge. EVO withdrawing a large cash reserve suddenly from a my checking account.

Below is a copy of my June [redacted] letter that I sent to EVO Merchant Services. Account set up May [redacted] 2013, letter sent and confirmed received by EVO June [redacted].

June *, 2013

To: [redacted]

Fr: Cherry Pickers DBA

Merchant ID: [redacted]

Please use the following statement as my formal request to terminate my 1 year contract with EVO Systems under the notion that account rep [redacted] failed to provide the services that the client (Cherry Pickers DBA) perceived he was getting. I also want to state that [redacted] failed to provide me a copy of the contract. This statement is also a request for an immediate forwarding of my contract to email address [redacted]. Failure to do so will only compound [redacted]'s failure as an EVO systems account rep that is capable of explaining EVO systems services to the layman.

Prior to signing anything (again [redacted] did not provide a copy of contract), [redacted] quoted me .79% for check cards and 1.55% for credit cards, .20$ per transaction with a minimum of $25.00 is sales a month. I keep saying $25.00 because and not $20.00 + the additional $5.00 because I'm still not clear on what that fee is for. [redacted] failed miserably in explaining the minimum charges. I believed it to be just that, minimum a $25.00 a sales a month, NOT a minimum of $25.00 of fees accrued through sales volume. There is no way that [redacted] could not have known that I was referring to $25.00 in total minimum sales and not $25.00 in accrued fees.

I asked [redacted] to come in the week of May to set up the machine and she did so on May [redacted]. After she set up the machine and explained how it worked, I stopped her short in the doorway of my store and reminded her several times to NOT charge me your monthly minimum for May because the month is almost over and it is unlikely that I would meet the minimum for the month in so few days. On June [redacted] my checking account was debited $30.32 for the month of May even after I specifically called [redacted] out to make sure that doesn't happen. On 06/**/13 [redacted] explained those fees to me without satisfaction on my part. There were some batching charges that I never even knew existed. I am requesting immediate credit for the $25.00 that was taken out of my account without my permission and after I asked [redacted] to make sure it didn't happen. EVO systems has no right to steal my money and use if for their own cash flow purposes and make me wait an entire billing cycle to get it back.

My name is [redacted], I have a BS in Labor and Industrial Relations and my MBA, and this experience I've had with EVO Systems that is barely a week old at the time of this writing, is the absolute poorest customer service (after the fact because of [redacted]) I ever had in my career. To recap, please use this statement to:

1. Terminate my contract with no early termination fees

2. Inform me of exactly when the contract will end, a specific date please.

3. Immediate reimbursement of the $25.00 that was stolen from my checking account and when I should expect to see it credited back to my checking account.

4. Inform me when a rep will be in to pick up your Hypercom machine.

Sincerely,

[redacted]Desired Settlement: I am seeking a grand total of $405.90 which comprises of a cancelation fee of $395.00 and $9.90 of fees charged for June 2013.

The cancelation fee was exactly what I was trying to avoid as stated in my letter. EVO failed to respond to my requests and just canceled the account without my knowledge. I specifically requested to be informed of the cancelation.

My statement letter was confirmed received June [redacted] 2013, but my account was not canceled until june [redacted], I was not informed, an

Business

Response:

In response to the attached complaint, we had correspondence with [redacted] however, he was not satisfied with our response. We had forwarded a copy of this contract to him, copy attached. The contract outlines all applicable fees including the monthly minimum fee. To resolve the issue with the monthly minimum, we had previously agreed to not assess this fee to his June bill.

We had closed his account in June 2013, based on his written request received June [redacted]. The contract was signed on May ** 2013 and subject to an early closure fee if closed within the first year. The $395 early closure fee is valid and will not be refunded. His June statement, attached, includes his processing fees billed in accordance with his contract since he did have activity for the month. He was advised he may keep the credit card terminal that was provided to him.

We regret that the merchant was not satisfied with the sales agent or services provided, however, we feel that we did make allowances on his fees and attempted to work with him to resolve his complaints.

Sincerely,

EVO Payments International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

EVO's Revdex.com response to my complaint is invalid because it did not address what I was requesting. I made clear and concise requests that EVO simply failed to respond to. Aside from the early termination fee that I was trying to avoid as stated in the request, EVO didn't respond in any way to the lesser subsequent requests such as:

notify my when my account will be shut off.

not charge me the associated fees because I was dissatisfied after 7 days of service. Annul the contract is what I was trying to do.

what to do with the credit card equipment.

As stated in my letter to EVO, EVO shut the account off with early termination fees without notice. I was not requesting that.

Specific debits were not addressed specifically the $25.00 min. fee for May 2013. My account was set up on May [redacted] 2013 and I told the sale rep to NOT charge me the minimum for may.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We regret [redacted] was not satisfied with our response and handling of his request but our position remains the same. A response to his specific issues is below:

- [redacted] sent in a closure request to cancel his account. This was processed in the month it was received. We had advised him verbally we would be closing his account.

- We charged him the fees in accordance with his contract and as such, are not in a position to waive these fees. As a courtesy, we did waive the monthly minimum fee for June.

- He was advised he may keep the credit card terminal or dispose of this.

We trust this addressed his complaint

Sincerely,

EVO Payments International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

EVO appears to be intentionally avoiding the contents of my letter in their Revdex.com responses. EVO told me that I had to write a letter stating why I want to cancel the account. I did that, but they did not address the contents of the letter. Two things were clear in my request letter and it was a request, not a demand. Anul my account, not charge me fees on the basis I was misinformed by the sales rep, and to be notified when the account will be canceled. I was clear that I was not requesting and all out cancelation with fees and I surely requested to be informed and have the email correspondences to prove that. EVO did not provide any responses. I found out about the cancelation ONLY when I noticed the large debit from my checking account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We have attempted to Cancel credit processing services and receive reimbursement for automatic debits to our checking account with this company (EVO) starting in November 2014.

The following is a list of our attempts to cancel this service:

11/**/2014: Requested Termination of Service via phone. Customer Service indicated that they would send our request to a Team Lead and call us back.

12/*/2014: Contacted Customer Service to check status of termination. They requested that we fax them a completed Cancellation Closure Request. We completed and faxed the Cancellation Closure Request on 12/*/2014 @ 3:38 PM CST to [redacted]. Our fax machine printed the log that indicated that the fax was transmitted.

12/**/2014: Received letter from EVO requested completion of a W-9 IRS Form. Completed form and faxed to [redacted] on 12/**/2014 @ 8:29 AM. Our fax machine printed the log that indicated that the fax was transmitted.

1/*/2015: Received a bill from EVO for 46.39. Contacted Customer Service ([redacted]). They indicated that they did receive the prior fax of the Cancellation Closure Request. They requested that we fax the Cancellation Closure Request directly to the Cancellation Department @ [redacted]. We faxed the Cancellation Closure Request along with the previous fax transmission log to the requested number on 1/*/2015 @ 12:47 PM CST. Our fax machine printed the log that indicated that the fax was transmitted. The customer service representative also indicated that they would send an email to their Escalation Department to process our request for reimbursement for the current bill of 46.39.

2/**/2015: Received a bill from EVO for 46.39. Contacted Customer Service. They again indicated that they did not receive the prior fax of the Cancellation Closure Request. They requested that we fax the Cancellation Closure Request again to [redacted]. We faxed the Cancellation Closure Request along with the two previous fax transmission logs to the requested number on 2/**/2015 @ 1:34 PM CST. Our fax machine printed the log that indicated that the fax was transmitted.

3/**/2015: Received a bill from EVO for 30.00. Contacted Customer Service. They again indicated that they did not receive the prior fax of the Cancellation Closure Request. They requested that we fax the Cancellation Closure Request directly to the cancellation representative we were speaking with@ [redacted]. We faxed the Cancellation Closure Request along with the three previous fax transmission logs to the requested number on 3/**/2015 @ 10:06 AM CST. We remained on the phone with the representative until the fax was transmitted. At 10:10 AM CST the representative verbally acknowledged that the fax was received and our cancellation would be processed. We requested a credit of 122.78 for the previous three bills.

4/*/2015: Received a bill from EVO for 30.00. Did not contact customer service.Desired Settlement: Cancellation of Service and Reimbursement of Automatic Debits for a total of $152.78.

Business

Response:

In regards to referenced complaint, we have researched the issue and can confirm that the merchants account closure request was indeed received. We apologize for the delay in processing the request and have refunded as requested $152.78. The merchant should see these funds in their bank account within 2 business days. [redacted] was notified of this via phone on 04/[redacted]/2015 9:16 EST. We trust this resolves the complaint.Sincerely [redacted]EVO Payments International

Review: I opend my compay about Febuary * of 2012. A customer representative, by the name of [redacted], (I can not recall his last name but I can find it if needed) Came to my location of my store to sell me the harbourtouch merchant services. He never said anthing about the EVO merchant services ont once. I had my bank account linked to this account , this way I wouldnt for get to pay them, the funds would automaticly be paid. The city stated contruction right in front of my buisiness. My store started losing business. This made me look closer at my income . I noticed payments going out every month from Harbor touch merchant services and Evo merchant services. I was lost for words, I have a new business, and its begin bleed out. I contacted the customer service at Evo to let them know my fustration. They couldnt come up with a soulotion for me. They asked me to fax over a copy of my I.D along with My signature 5 times on paper. After they reviewed it they, said I have begin using the company for all this time and have not said anything until now. I'm a new business owner they where threatening me. Telling Me they were going to sue me, didnt know my options. I spoke with everyone they connected me to ,told them the problem No one tried to help. I had to close down my accounts and start over, so they could not take out funds out of my account. I had to close my business and relocate because of the construction. On one had assess to my store . Till this day they have no answers for me. I NEED HELP . They used and abused me.Desired Settlement: I dont really care to much for a refund even though it would be nice. They have this against my credit. My credit means more to me than anything else. With credit you dont need money. If I could get a refund back that would be perfect. I want this to be removed from my credit report . they used and abused me.

Business

Response:

We have researched the attached complaint. The merchant entered into a 3 year contract with an annual successive renewal clause on June ** 2012 for credit card processing. There was

processing activity with EVO from July 2012 through January 2013.

In February 2013 the merchant stopped processing but did not alert EVO to any issues until August 2013. In August, the merchant contacted EVO and advised the account was not hers, at which time she was advised to contact her sales representative for clarification of which processor he set her up with. We have a signed contract on file, along with a confirmation bank letter and equipment leasing agreement for her terminal (with MBF Leasing).

We spoke with the merchant in an attempt to clarify her account with EVO. The merchant’s account is in 3rd party Collections for the amount of $376.00. We have waived $126.00 which includes her August, September and reject

fees as a courtesy. However, the merchant is still obligated to the early closure fee of $250.00 which she was advised of. Once she arranges payment for the early closure fee, any negative credit reporting can be cleared. She can arrange payment by contacting [redacted] at ###-###-#### ex [redacted]. Once payment is confirmed through the collection agency she can contact EVO back to clear her credit report. She can do this by contacting [redacted] at ###-###-####, or our collection department directly.

Sincerely

Review: This company is taking fradulant un-authorized charges out of my business bank account. This company is a scam. They are rude can't get an accurate answer from them, no one calls you back. This is the second month in a row that I have had unauthorized transactions on my account(June and now July). There will not be a third time.Desired Settlement: I want my money re-imbursed and to end our business relationship. They can have their credit card processing machine back all they have to do is issue a call tag for it through UPS or FEDEX. I want this to cease and desist on their part. My bank has been notified of these fraudulant charges and they are watching for future charges. They have all bank financial information and I don't want to deal with them any longer.

Business

Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules. In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard. If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company.

EVO contracts with independent sales organizations (“ISOs”) across the country to market its services. One of the ISOs that EVO contracted with to market its services is Commerce Payment Group, LLC (“Commerce”). Commerce is a separate corporate entity from EVO, and was not registered with Visa and Mastercard at the time of contract.

EVO does not believe that it is fair for EVO’s reputation to be tarnished by the actions of ISOs because they are independent from EVO, not employees of EVO. Based upon this information, we respectfully request that this complaint be removed from complaints against EVO, and properly addressed to Commerce. We have reached out to Commerce in an effort to resolve this complaint and this is their response:

In response to the recent complaint , we apologize for any inconvenience the merchant may have experienced.

The monthly fees the merchant was billed are included in her contract.

The merchant opened her account with us in May 2013 but closed her bank account soon after so we were not able to collect any fees.

As a courtesy, we have sent her a cancellation form to close her account and a shipping label to ship her terminal back.

No credits will be issued because we were not able to collect any fees on her account.

Commerce Payment Systems values your business and truly apologizes for this inconvenience. We truly hope this satisfies your issue, if it does not please feel free to email me at [redacted] or you can call me directly at ###-###-#### and ask for me by name.

Thank you

Consumer

Response:

Evolution Bank Card

Review: Evo Merchant Services will not let me cancel my services with their company after many attempts to cancel. There is no contract. I have found another credit card processor to go with. I have called and faxed letters to cancel and this company has failed to cancel my account . Please help me . This has been going on months dealing with this.Desired Settlement: To have account canceled asap

Business

Response:

We regret any difficulties [redacted] experienced in attempting to close her account. After review of her account, our records indicate a written closure request was not received as of Nov ** 2015. Our standard time frame to process an account closure request is within 30 days of receipt. We have since received the closure request on Dec * 2015 and her account has been closed.

This was confirmed through a phone call on Dec * 2015. We again are sorry for any inconvenience and trust this settles the issue.

Sincerely

Eileen M[redacted]

VP Client Services

EVO Payments International

Review: The charge back department & Fraud division of EVO has not reasonably explained why they are holding complaint# [redacted] in the amt 1797.62 also complaint #[redacted] in the amt of 2941.32 we did not dispute the charge back 1797.62 this customer moved and no longer needed our services. Evo deducted this amount from our account as they should have. They are also holding an additional 1797.62 in case the customer changes his mind in the next 45 day. This makes is en-ethical if the customer changed his mind in the next 45 days they would owe us the 1797.62 so why are they holding this money the supervisor of charge backs [redacted] can not answer that question nor can the fraud division yet they will not release the funds. Complaint # [redacted] in the amount of 2941.32 originally turned in for late delivery of product she canceled the complaint the same day. Her bank Suncoast credit did get the cancelation and a letter was sent saying funds would be put back into our account. However after this money was taken and held for 45 days Evo said the customer could change their mind and do another charge back so they said we needed a letter saying she would not..the customer did provide that letter to them the funds are now being held an additional 45 days. I contacted the customers bank along with the customer and was told to report this company to the ttorney generals office and I did do that today. The bank says they have done everything they could and at this point there was nothing eles they could do.Desired Settlement: Funds to be released ASAP also for this company to answer to all the other companies it is hurting

Business

Response:

The merchant received two

chargebacks one for $1797.62 and another for $2941.32 both represent two

different customers. When the attempted debit was made for the $2941.32 the

debit was returned for NSF. The merchant sent in a response for this chargeback

and the bank was debited but the funds were not returned to the merchant due to

the risk of the cardholder continuing to dispute. We cannot determine if

the customer or the customer’s bank will use the rights they have to continue

the dispute in pre arbitration, therefore the funds must be held until the

cycle of the chargebacks is completed and time frames have expired. EVO

is at risk for losing these funds if they are returned to the merchant since

the original chargeback amount rejected for NSF and the merchant’s monthly fees

have also rejected on a consistent basis. In addition, the merchant has

stopped their processing of credit card transactions with EVO. Prior to

stoppage of processing the merchant processed transactions which are at a

possible risk of being chargebacks as well and due to the merchant’s history of

rejects there is a possibility of loss to EVO merchants services. Per the

merchant’s contract, funds can be held due to the risk of potential chargebacks

and loss to EVO.

Review: In January of 2014 I receive a call from [redacted] of Evolution Bankcard, soliciting my business for credit card processing for my business, Car Color Supply. I agreed to look at his offer and he emailed the information to me. He promised no set up fees, a free terminal, and to waive the annual insurance for the terminal. After two or three more phone conversations I agreed to switch. He sent me the contract which I signed without noticing at first, that a fee was being charged for insurance. I immediately contacted [redacted] and asked if I need to sign a new contract. He said no, that he would waive the fee. Over the next few days, I received so many phone calls and emails from Evolution, asking for various things to be faxed to them, that before the set up was completed, I gave up in frustration and told them to cancel the whole thing because it had turned into such an ordeal. Luckily, I had saved all the emails. At the first of February they debited my account for $64.25 + $20.00. I called [redacted] who was assigned as my account representative. He could not explain what I was charged for and I did not receive a statement to explain it. He assured me he would get my money refunded. It never was. Then in March 2014 they again debited my account, this time for $15.00 and $20.00. Again, I called [redacted], and got no explanation, no statement for the charges and no refund. Again he assured me that he was working on it and asked me to call customer service. They said they would review it and decide if a refund was to be issued, and if so it would be at the end of the month. On april **, 2014 when no refund was issued back into my account, I again called. I spoke to [redacted] and someone named [redacted] in Customer Service. [redacted] informed me that it had been denied. I never once used their company for credit card processing and never got a statement. I made [redacted] fax a statement to me and called [redacted] back. I was very upset. I feel they lied to me and wrongfully debited my account.Desired Settlement: I would like a full refund of the money they debited from my account.

Business

Response:

We have forwarded this complaint to Commerce Payments Systems and their response is below.

Sincerely

EVO Payments International

First on behalf of Commerce Payment Systems I would like to

apologize for the inconvenience this has caused you.

According to our records all fees have been charged as per

contract and memos placed on your merchant statement.

Nonetheless in effort to place this issue aside, a full

refund has been issued for the dispute amount of $119.25. Please expect refund

to post within 3-4 business days to the bank account we have on file.

Your merchant account has been successfully closed.

Commerce Payment Systems values your business and truly

apologizes for this inconvenience. We truly hope this satisfies your issue, if

it does not please feel free to email me at [redacted],

or you can call me directly at ###-###-#### and ask for me by name.

Thank you

Commerce Payment Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled services with them in July 2014 due to dissatisfaction with their service. They never once sent me a monthly statement outlining their fees involved with their credit card processing. I called and spoke with someone at their company requesting that my services be terminated. I was not given any type of confirmation of service cancellation. I did not know how poorly this company was run at the time so did not keep my eye on my business bank account as I should have. I just recently found out that I have been charged every month since July 2014. I have been billed about $50 a month, thru auto withdrawl, for the last 17 months even though I was assured my serviced were cancelled. My monthly processing fee started at about $30 a month, then increased 4 months later to $40 a month. It stayed at that amount for about 5 months then increased again to about $46 a month. In October 2015 it went from $46 to $50. Then in December 2015 it jumped to $51 a month. I called to speak with a supervisor at their company requesting a refund for these charges, being as though they were providing no services for me. She was extremely rude and unprofessional, called me a liar, and told me I would have to fill out a cancellation form and fax it to them. She told me she could not cancel over the phone. I asked how I would receive confirmation of this cancellation or proof that they had received my fax. She said I needed to request a confirmation email on the fax I sent to them, that they typically don't send confirmations of cancellation. She refused to answer any more of my questions and was completely unwilling to help me. Why is this company still in business with the number of complaints received? This is obviously some sort of scam and they are continuing to get away with ripping people off.Desired Settlement: I desire the entire amount they charged me, to be refunded, as no services were being provided to me by their company.

Business

Response:

The merchant did originally call in July 2014 to close the account and it was advised that closure request required signature and to avoid the Early Termination fee the merchant must provide 30 day notification. Merchant understood request. We did not receive the actual written request until 12/**/2015. The account will be closed effective immediately. The merchant processed monthly through July 2014 and statements were provided electronically per our online resource. We will provide a refund of $766.40 which are processing months of August 2014 through November 2015.Tricia B[redacted]Vice President, Operations/ National Account Services

Review: Since September 2013 we have been charged $199.50 x2 per month for a '[redacted]' of which we did not authorize, nor has EVO been able to provide any proof we have authorized. We have called EVO multiple times and spent an hour on the phone each time.

The total amount of unauthorized charges is: $1995 CAD ($199.50 x 2/month ranging from September 2013 - January 2014)

To date we have only been reimbursed $598.50 - credited as "411" and $399.00 - credited as "EVO Merchant Services".

This leaves a remaining balance owed of $997.50.Desired Settlement: We want the remaining balance of the amount that we were fraudulently charged returned to us effective immediately.

Business

Response:

This complaint was forwarded to EVO Payments International in Canada and they are working on a resolution. A response with resolution will be forwarded shortly.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

EVO states that they 'offered to provide proof' - this is not true. There was no proof to provide as it does not exist, since it was never authorized in the first place.

Admit that this charge was fraudulently added and provide an official apology.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The complaint was forwarded to EVO Payments International Canada for a follow up. They have attempted to contact the merchant for further clarification. We would suggest that the merchant work with that entitiy to come to a resolution

Since this complaint has been filed against an affiliate of EVO, we respectfully ask the complaint be removed from the profile for EVO Merchant Services, LLC.

Sincerely,

Review: I have purchased an updated credit card terminal from Evo that accepts food stamps, after a few weeks I got a customer with an ebt card , and it was not working, I called for 30 mins and the consumer was getting upset, The issue was never resolves and I had to take a loss on the sale because thew machine malfunction. [redacted] They told me they were having technacal problems and I would not be refunded cause it was my fault for not making the customer wait. Disgusting serviceDesired Settlement: I would like the sale that I lost to me reimbursed and the machine to function properly

Business

Response:

In response to the complaint, our technical support department has been working to get the merchant’s issue with his

terminal resolved. At this time his terminal is now accepting EBT. Regarding the EBT sale that would not process, the merchant

was advised that they should accept another form of payment if the card was not accepted by the terminal. However, as a courtesy, a credit of 9.00

has been issued to reimburse the merchant for the transaction.

We trust this resolves this issue.

Sincerely

Review: We have two credit card processing contracts with EVO Merchant Services, the first one signed on March **, 2011, and the second April **, 2013, (this was for a swiping device to allow credit card processing on the company's Iphone). On July **, 2013, my office manager, Sandy [redacted], contacted EVO and spoke with [redacted] in customer service to cancel our credit card processing accounts. [redacted] indicated that she needed a fax sent to her indicating we wanted to cancel. Ms. [redacted] was given her fax number to send the cancellation notice, asking for a call from EVO Merchant Services if they had any questions, or need anything further to cancel the accounts. Further, at no time during this call did [redacted] indicate there would be any cancellation fees or address to return the credit card processing machine and cell phone swipe machine, and Ms. [redacted] did not ask either. We both believed everything was done with EVO. Thereafter on July 16, 2013, EVO Merchant Services electronically removed $1,525.25 from the business checking account. On July 16, 2013, I contacted EVO Merchant Services asking why this amount was removed from my business account and was advised the contracts signed by myself allowed them to do this. Upon my office manager's return on July 17, 2013, she called and spoke with [redacted] and requested the funds to be returned. Ms. [redacted] also indicated we had a one year contact with EVO and [redacted] requested a copy of this letter. Ms. [redacted] sent a fax to [redacted] requesting the funds and sent a copy of the letter. [redacted] indicated she would speak with her manager and call either myself of Ms. [redacted] back the following day. No call came. Ms. [redacted] then called and was advised by [redacted] that EVO would waive all fees and return them to my account in 30 days only if Prestige Floors agreed to return as their customer. [redacted] also indicated that pursuant to the Terminal Placement Agreement we had ** days to return the equipment or it was considered purchased by us, as part of the funds removed where for the equipment. Ms. [redacted] then requested to speak with their manager and was transferred to [redacted] indicated that if Prestige Floors returned as their customer, and they saw that we were processing by credit card, the funds would be returned within 30 days. Ms. [redacted] told [redacted] that this practice was extortion. Ms. [redacted] indicated to [redacted] that we had a one year contact which terminated on March **, 2012, and we were a month-to-month customer. [redacted] informed Ms. [redacted] that under the Terms and Conditions we reverted back to a full three year contact. Ms. [redacted] explained we had to Terms and Conditions attached to the contract sent by EVO, wherein [redacted] indicated our fault for not calling and requesting the missing pages. The Merchant Agreement said page 1 of 6, page 2 of 6 and then the remaining pages, Terminal Placement Agreement, Cancellation Reimbursement Agreement, Letter guarantee their rate for a three year period, Letter from EVO confirming that Prestige Floors will have a one year contract with EVO, Price Protection Certificate, and Blank Notice of Cancellation of Bankcard Processing Account form, 6 pages in full. The contract signed April **, 2013, for the phone swipe was a two page Merchant Application, Terminal Placement Agreement, Request for Taxpayer Identification Number and Certification, Payware Connect Terms of Service, Payware Connect month-to-month Gateway Billing Agreement; and Price Protection Certificate. NEITHER CONTRACT CONTAINED THE TERMS AND CONDITIONS EVO SAYS ARE IN EFFECT. Ms. [redacted] called back and requested the address to send their equipment. They refused to give her an address, indicating I purchased the equipment. The machine and phone swipe was sent back to their New York address. On August *, 2013, Ms. [redacted] called EVO and requested the full contract signed on March **, 2011. We immediately received by email the contract signed on April **, 2013, WHICH NOW INCLUDED 3 PAGES OF EXTREMELY SMALL PRINT (PAGE 4 OF 6, 5 OF 6 AND 6 OF 6) - NO PAGE 3 OF 6, WE HAVE NEVER SEEN THIS. Ms. [redacted] called [redacted] again to try to resolve this matter and explain again that we have never received Terms and Conditions of the first contact, and we were under the impression the terms and conditions was the paragraph saying "I/We understand and agree to the following: ...). and just now received Terms and Conditions for the 2nd contract. Further Ms. [redacted] explained that on the April **, 2013 contract it states "If Merchant submits a transaction hereunder, Merchant will be deemed to have accepted the Terms and Conditions of the Merchant Processing Agreement.) I never have processed with the phone swipe machine. EVO Merchant Services takes no responsibility for the fact that they neglect to send the Terms and Conditions with their contracts to the consumer and use extortion tactics to get monies refunded.Desired Settlement: Inasmuch as no Terms and Conditions where ever provided when contracts were signed, and no processing was done to make the second contract valid, a refund in the amount of $1,525.25 forthwith.

Business

Response:

In response to the attached complaint, we regret the difficulties

the merchant experienced with her processing account. Application copies including the terms and conditions are typically provided to our merchants by the sales representatives, and by request from our company.

We received written notice to cancel their account MID [redacted]

on July **th 2013 after processing with us

since March 2011. At the time of the application, the merchant was provided

with a letter stating that this account was a one

year contract. At no time did the letter state nor was it implied that after

one year the account would revert to a month to month contract. The account

then rolled over in March 2012 for one year and again in March 2013 for another

year. The merchant cancelled the account with 8 months remaining on the

contract and was therefore charged $295 early termination fee in accordance

with the terms and conditions of her contract. We will, however, credit back the $295 early

termination fee payout we charged the merchant.

Review: Found Commerce Payment Systems or Evolution through a [redacted] search. Amazingly they ALWAYS were in the TOP 3 for service, quality, rated TOP notch in just about EVERY category! After speaking with Customer service Rep [redacted], I felt very good about saving money by switching to Evolution . So very far from the TRUTH! It all sounded EXCELLANT with .10 swiping fees and LOW credit card processing rates. After 1 month of evolution Processing for us , I was quick to notice EVERTHING [redacted] said was a COMPLETE LIE! Somehow they set me up with 2 Accounts! So I had Double FEES , which is quite amazing considering for a company that CLAIMS NO MONTHLY FEES! For the Month of July Evolution debited to amounts : $118.95 and $114.21 for a total of $233.16 I had just over $4,000 in credit card sales , so Evolution THE LOWEST RATES IN THE INDUSTRY charged me over 5.8% !!!

Wow, how did we go from 0.25% - 1.40% to 5.8%?

SCAM that's how! After [redacted] set me up , I have tried to contact her SEVERAL times phone and email, shockingly she was no where to be found! I called customer service to get cancellation forms waited well over an hour, only to be told that " right around 5% is a GREAT price and very low " . I checked my previous months to see how much I spent on credit card processing. In the month of December we had $ 3,421.07 in credit card sales and my TOTALL was 61.64 and that's with monthly fees! I also cannot get confirmation that my accounts have been closed. I have faxed in Cancellation Forms that they requested from me. I have been trying to CLOSE BOTH ACCOUNTS for weeks now!Desired Settlement: REFUND because this company is Fraudulent . Never should have had 2 accounts and the numbers are NOTHING LIKE what They said they would be. SCAM

Please CLOSE BOTH ACCOUNTS ASAP # [redacted] and the SECOND account [redacted]

Business

Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules. In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard. If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company.

Review: after trying and failing to provide me with a credit card processing system, this company billed and debited 2 fees - one for $20, and another for $19.95, and a third party supplier that this company said I HAD to have debited another $1.33 for SERVICES THEY WERE UNABLE TO SUPPLY.Desired Settlement: A full refund of ALL funds associated with trying to do business with them. I'd also like to be reimbursed for the sales I lost due to their incompetence AND pay me my usual wage for the days I wasted trying to get their system to work and now the time I'm spending to try and get a refund, although I'm sure this will not happen.

Business

Response:

The electronic bank card industry is regulated by, among other things, Visa and MasterCard Rules. In order for a company to market merchant processing services in its own name, the company must be registered with Visa and MasterCard. If a company is not registered with Visa and MasterCard, it must market the processing services under the name of a registered company.