Elavon U.S. Reviews 611

I've been with this company for over a decade. Now I am leaving. They are fine if you never have an issue outside of processing payments. I had a disputed charge, a rare occurrence for me. Their dispute resolution team completely dropped the ball. There was no follow up and then they didn't respond to emails at all. I paid over $32000 if fees to this company in 2024 and really resent losing another $3000 because they didn't do their job. As it turns out, I found out with a little research that there are less expensive alternatives to Elavon. I just sent an email terminating my account at the end of the month. Autoreply told me that my contact was out of office for the week and provided a list of numbers to call. Customer service answered, asked my name, then hung up on me. I think it was his lunch hour.

The really bad customer service when anyone in hardware problems and need urgent help.
In routine they are very good but in problem they put their eyes on forehead.

My previous experience with Elavon was not great, I as not happy with Elavon, not very helpful, not easy to work with. This time, Walter Mercedes was so very very helpful, not only did he take care of my current issue, He also took care of issues that I have been having since the time I opened the account. Walter went above and beyond to make sure all my issues were taken care of. He handles them himself and did not just give me another number to call. Walter followed up every step of the way to make sure I knew the next step, what was going on, and make sure I was h appy.

As a small business owner, I wake up every day with one mission in mind: to take care of my team, fulfill our obligations, and keep the business moving forward. But right now, I’m dealing with a situation that’s not just frustrating—it’s putting everything I’ve worked for in jeopardy.

Last Wednesday, I received a payment of $6,386.00 for a service we provided. A much-needed payment, one that would help cover bills and ensure my employees and providers are paid. However, on Monday, April 1st, I received a message from Elavon US Bank’s Fraud & Prevention department asking for additional documentation to verify the funds. I quickly provided everything they requested, and was assured that the funds were cleared and would be transferred to my account within 1-3 business days.

Well, today marks the 5th day, and that money is still nowhere to be found in my account.

I reached out again today to the Elavon’s Fraud & Prevention department, hoping to get some answers, only to be told that I need to wait until Monday for an update. If the funds aren’t available by then, I was instructed to contact customer service. To make matters worse, I was informed that my money is now "in management and accounting," but no one can give me a clear answer on why or when I’ll have access to it.

I’ve been passed from one department to the next, getting nothing but vague answers and delays. Each day this goes unresolved is another day that affects not only my business but also the livelihoods of my employees and my ability to meet my responsibilities. I have bills to pay, clients to serve, and commitments to meet. The stress of not knowing when or if this will be resolved is unbearable, and it’s taking a toll on everyone involved.

This isn’t just a minor inconvenience. It’s affecting real people—people who depend on their paychecks, people who rely on me to keep the business running smoothly. I never imagined that a trusted financial institution like US Bank with their payment processor Elavon would treat its customers like this, leaving them in the dark without answers. I’m not asking for anything special—I’m asking for basic customer service, transparency, and for my business to be treated with the respect it deserves.

If anyone has faced a similar issue or has advice on how to escalate this matter, I’d be incredibly grateful for your guidance. This is bigger than just one transaction—it’s about the reality of running a small business and the people who depend on it.

Please, US Bank, it’s time to do the right thing.

Everybody that I talked to was helpful and knew what they were doing.

Customer Service was absolutely fantastic. Very pleasant in manner and genuinely there to help. Friendly and courteous in everything she helped me with

Terminal not working sucks but your customer rep made it a delightful experience!
I forgot to ask for her name. She has a very young voice, but knew her job inside and out. She was courteous, knowledgeable yet very personable.
It is good to know that Elavon hires quality customer service staff, and they work right here in the USA.

I would like to thank Rene and Sherry for helping me out. Thank you so much. Please also extend my thanks to the kind gentleman who helped me on 3-20-2025 at about 2:15 PM Eastern Time. He too was courteous and knowledgeable. Thank you Elavon.

The tech walked us through everything and figured out our issue quickly. Great experience!! TY!!

Brittany was so and very professional. I greatly appreciate her patience also! Wonderful customer service!!

Your technical support, Hannah guided me step by step to setup my new credit card machine. She was very professional with the job and very nice personality. The conversation this morning really made my day, thank you Hannah.

I had the best customer service today. She found all the information I needed and was friendly and helpful!!

I forgot the ladies name but she was very helpful. If it was up to me I’d give her 10-20 stars.

Pam was so helpful and dug deep to determine authenticity. She persevered and was able to fix our issue which was fantastic! She was super patient and super sweet! Kuddos to Pam. You have a rock star in your midst!!!

Jane Mollison
Crowsnest Community Support Society
(403)

The customer service rep was able to help me with my problem rapidly and with knowledge.

Valerie was very kind and answered all questions very thoroughly.

Robin was of immense help, extremely patient. and empathetic. She epitomizes what one expects when you call any customer service for help.

Brittany was helpful, friendly and patient. She was a pleasure to chat with, and walked me through all the required steps to resolve my issue. Response was rapid and effective.

Experience was excellent. Renee was knowledgeable and she took care of my issue

you have a opportunity to talk to a person and explain what the problem is in the last
20 years that l have had to take care of credit sales l have always had my problems resolved with your company thank you again
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