Business Profile

Credit Card Merchant Services

EVO Payments International, LLC

Headquarters

Complaints

This profile includes complaints for EVO Payments International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/22/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been paying this company for several years for a service we never actually used. It appears they used to own the website we use to run credit card payments. When a new owner took over that website we began to pay them. We were unknowingly paying two separate companies for the same service. We are not looking for a refund. This was a clerical error on our side. The problem we would like to report is how difficult canceling with them was. They wanted to speak with the owner directly before they would cancel. Our owner is out of the country and not conversation by phone is difficult. Getting an email address to send a signed letter to took much longer than it should have. The company will not allow for a call to a supervisor unless it is the owner.
Business Response
Date: 04/23/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 23238391
Consumer Name: ***** ********/ *** ********
Merchant ID number: ****************

Dear BBB Customer Relations Advocate,
We empathize with the time that it takes to close the account, however it all to ensure that we have the correct person making the decisions on the account. Due to the sensitive data that can be asked and shared at the time of closure, we require the owner to verify specific information to close the account. We did not intend to make this process difficult. We have closed this account down, and no other billing will take place.
Best Regards,
EVO Merchant Services
Initial Complaint
Date:04/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Better Business Bureau:

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

Sincerely,

**** *****ge from underwriting clearly stated:"We apologize for the lack of communication! In order to complete the underwriting process, we require a 501c3 form to verify your tax exempt (non-profit) status."We never sent that because we went with Truist. THOUSANDS stolen by this terrible company.
Business Response
Date: 04/09/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 23173176
Consumer Nam **** *****
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
In review of the BBB complaint, a resolution was made between **** and EVO Merchant Services. Due to miscommunication with Underwriting the account was never closed and coincidentally billed from 2019-Current. We have credited the account and will do a follow up on 4/11 to confirm receipt.
Best Regards,
EVO Merchant Services
Initial Complaint
Date:03/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Jan, 2024: $169.00 2023 Infrastructure Upgrade Fee July, 2024: $69.95 Semi-Annual Reporting Fee I was never informed I would be receiving these fees Dec, 2024: $69.95 Annual Fee Dec, 2024: $69.95 Semi-Annual Reporting Fee I was not told about this top fee until Oct, 2024 & then I was also told that I could not discontinue with this company unless I wanted to be charged a $495.00 fee for discontinuing their services too soon. I was told to wait until I received a January statement to cancel so I would not be charged the $495.00 early termination fee & then I then received 2 more charges of $69.95 each. I believe all of these charges were unfair charges. I had a very detailed discussion with this company when I signed on with them about what all my charges would be & I believe they were very sneaky about these extra *********** would like to be refunded immediately.
Business Response
Date: 03/18/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 23067693
Consumer Name: ******* *****
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
In review of the BBB complaint, the fees assessed to the account are valid and unable to be credited at this time. The terms and conditions (most recently updated January 2022) state that all fees assessed to the account until closed are valid due to having an open and active account.
There is processing throughout 2024, last processing date 10/24. Contact was made to our *************************** in December 2024 and at that time the merchant was advised of the expiration date and how to close the account to avoid an ETF. Per terms and conditions in order to avoid an ETF, a 90-day non-renewal request should be sent prior to expiration date. We also sent a request at that time to have the merchants rates reviewed in efforts to retain the account.
We communicate all fee increases ***** days prior to the rollout of the fee. We notified via the December 2024 statement that a fee increase would take place in January 2025.
We do allow merchants to close the account within 30 days of a fee increase with no penalty, however that is not an indication that the fee is not valid. Once the CL letter was received, the account was closed without penalty. The request for $378.55 is denied, and we can advise that the account is closed and no other billing will be applied to the account.
Best Regards,
EVO Payments
Initial Complaint
Date:03/07/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been inactive on this account since 2022, while being inactive and not using services they kept charging my account ****** a month, I have asked for refund unable to send me any refunds, we finally made the decision to cancel. Randomly I see another charge for ****** in my account after calling and digging around it was due to " Non returned equipment" in which I was not ever told about or sent a return shipping label for. the originally email was sent to my spam so there was really no way of knowing about this, I would like to recoup some of my losses and need a refund for this last return, I will happily send back the equipment.
Business Response
Date: 03/11/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 23033065
Consumer Name: ********** Service Ent
Merchant ID number:
*****************
13700100 01197972
Dear BBB Customer Relations Advocate,
In review of the account, we have approved the credit for the unreturned equipment. The credit will process today 3/11. Once credit is resolved, please consider the BBB complaint resolved. Unfortunately, we are unable to issue credit for months of non processing. The fees associated with the account were billed due to having an open and active account. There are no notes indicating closure in 2022. We proactively reached out in 2023 to confirm processing status however the email was not replied to.
At this time the account is closed and no other fees will be billed to the account.
Best Regards,
EVO Payments
Initial Complaint
Date:03/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ***** *****, owner of *****************. I signed a contract for credit card processing with Federated Payments company on March 15, 2013. At some point this company changed ownership to EVO Payments International. I was there loyal customer for almost 12 years because I trusted them. EVO Payments never sent me any statements even when I requested one. They told me to log in to my online account to view my statements. I was never able to create an account log in and never able to see my statements for years. Every attempt just went in circles but never able to log in. I still trusted them but it was a mistake! They never explained to me anything about the *** Compliance, I had no idea what is it. For the last 3 YEARS they were charging me $124 PER MONTH a penalty for no complying. I saw the charge on my bank account statement but mistakenly I though it's my life insurance coverage. I was getting emails from them about the *** Compliance but they never told me that they are charging me monthly penalties of $124. Again when I tried to log in on *** site and see what is it about the *** Compliance, I was not able to access my account and they never sent me a statement. Last November 2024 I called *** customer service and they told me that the $124 monthly penalty is for Not Complying. They charged me this penalty for 3 years, almost $4500!!! At this point their customer service still never explained to me that this *** Compliance is only a few question & answer statement, really less then 2 minutes to sign it! I was very disappointed and asked to close my account. Now they want to charge me over $500 penalty for EARLY CONTRACT TERMINATION, after almost 12 years of being a loyal customer. They claim there is a 3 year automatic contract renewal. It's very upsetting, especially now when my business is very slow. I refused to pay so they sent the case to a ***************** and requesting $656. This is Not right, not Ethical by any means. Thank you! ***** *****
Business Response
Date: 03/11/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 23031032
Consumer Name: ***** *****
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
In review of the account associated with the BBB complaint, we do thank you for the 12 years of processing and business relationship maintained with the company. Regarding PCI compliance, we do encourage all merchants accepting credit cards to become and maintain compliance. We do see in 2018, you were sent your certificate for PCI Compliance and advised it was only good for one year. We also notice in 2018 you reviewed your rates and fees with our Retention team and advised of non-compliance fees (if applicable). There are no notes indicating an inquiry regarding Statements or ************* prior to your last transaction in 2024. Due to these findings the fees associated are deemed valid and we are unable to credit your account. The obligatory contract that was signed outlines the options to avoid the Early Termination Fee (ETF), and per the notes were declined with the wish to close immediately therefore subject to the ETF.
However, in an effort to resolve BBB we will waive the *** assessed to the account due your loyalty with the company. This will dissolve all collection efforts. Please indicate the BBB complaint as resolved.

Best Regards,
EVO Payments
Initial Complaint
Date:03/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Better Business Bureau:

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

Sincerely,

******* ****suffers this fate and best case scenario recoup some of our funds.
Business Response
Date: 03/04/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 23017145
Consumer Name: ******* ****
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
In review of the BBB Complaint, we can advise that the account is closed per the request and notice of death of the listed owner. Billing was applied and continued on this account due to having an account open and active for processing. Zero processing does not trigger an account closure, only upon request is the account closed and billing ceases. We understand the frustration with identifying debits without a corresponding statement, please be mindful that EVO has been electronic since 2015. The former finance officer would have had login credentials to our website to retrieve monthly statements. It is possible that due to being signed up for electronic statements, paper statements were not mailed out.
EVO is unable to go back to 2021 for credit; the listed owner would have needed to close upon the decision to not use a credit card processor. Billing assessed to the account is valid, per terms and conditions. However, in an effort to resolve, we will date the credit back to June, when the merchant passed away. Please review the breakdown below, for a total of $1,328.45.
06/30/24 $149.25
07/31/24 $343.20
08/31/24 $184.25
09/30/24 $184.25
10/31/24 $283.25
11/30/24 $184.25
We will also waive and stop collection efforts that were applied to the debit of $695.00 for equipment. The amount rejected and we were unable to collect.
Please review and respond to the agreed credit amount.
Best Regards,
EVO Merchant Services
Initial Complaint
Date:02/11/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22928838

I am rejecting this response because: I want my fees associated paid back to me from this Transaction date Feb 1st, 2025 as your representative informed me was going to be done. You unlawfully held my funds for 13 days as I provided you everything you requested. Your staff is very confusing working with people being I have to speak to foreign **** and demand to be transferred to a US rep. I am demanding my fees from this to be returned.

Sincerely,

****** *****
Business Response
Date: 02/14/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 22928838
Consumer Name: ****** *****
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,

In review of the BBB Complaint, we are happy to let you know that the *** hold placed on your account has been resolved. All funds owed to you have been released as of 2/11/25. Please confirm receipt and close the BBB complaint out as resolved.
Best Regards,
EVO Merchant Services
Business Response
Date: 02/20/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 22928838
Consumer Name: ****** *****
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,

We understand the frustration shared in the complaint regarding the timeframe taken to release funds to the account. Our normal timeframe to update banking due to ACH rejection is 10 business days. The hold on the account placed as Account Closure was sent to us by your bank when we debited your end of the month fees for January. Once a rejection is placed, all funds are placed on 100% reserve. The details of this process are outlined in your merchant agreement. In review of the account, once all documentation was received and vetted, the hold was removed on the account and funds were released. We have strict guidelines that must be followed for bank changes due to severity, therefore multiple checks and balances are put in place to confirm accuracy.

Regarding the fees associated with your sale, we are unable to credit the fee back, because the transaction is valid. There is a cost associated with the running of the sale, and the sale was valid and paid out to the merchant. There are no notes on the account indicating that a representative advised a credit/waive of the fee.

Best Regards,
EVO Merchant Services
Customer Answer
Date: 02/25/2025

Complaint: 22928838

I am rejecting this response because: This business had my new banking information months ago and has deposited money into it but this deposit was for $30k and they decided to play games with us and hold it and cause me over 2 hours of my time on the phone trying to resolve this being I had to speak to foreign **** that has issues understanding English. I want my full fees that was taken for these transaction refunded as I was told was going to be done.

Sincerely,

****** *****
Initial Complaint
Date:01/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The name of that processor was Prodigy-now named ***. This company started charging us ************ Fees, CHGBK Paper Notification, Merchant Location Fee, Monthly Min Bill, Monthly PCI DSS Program Fee, Network Fees, And PCI Non-Compliance totaling ****** to ****** per month from 6/2023 to 12/2024. Total of all fees $4623.55. I had asked *** a few times over the last year and a half what these were for and he was thinking it was an auto loan or a fee for our machines-in December our tax person pushed to find out what the fees were and ****** called their bank which led to a phone number. Through multiple phone calls and emails I have received the information gathered above and in the process of disputing these charges and getting a refund they declined it due to the fact that the fax from 7/2015 that stopped any interaction from them (charges, statements, ect) was not time stamped. Below I have attached:-The original contract with ******* -The fax that ended the contract with ******* in 8/2015 account #Account #****************. -Termination letters requested otherwise they said the account was not closed even though we had just closed it on the phone 2 week prior. *** created a new Merchant account Number #**************** but they said the account shows 2 ********************** IDS and both are for the same account. I still have concerns that they still have not cancelled the account. -6 months of EVO statements of what was currently charged-they could only give us 6 months and when I asked why we have not received a single piece of mail from them, they said it is all done through the portal/electronically. -An excel spreadsheet from quickbooks of the charges totaling $4623.55 (only 6/2023 to 12/2024).
Business Response
Date: 01/22/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 22821242
Consumer Name: ******* *********
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
Upon review of the merchants processing account, we show ***** contacted our cancellation department in July 2015 and was provided cancellation instructions. At this time the merchant was advised to send in a cancellation letter and advised the *** may apply due to missing the 90-day nonrenewal period. We do not show the letter was ever received which is why the billing continued. Per the Terms and Conditions, in the event of billing errors, we must be notified within 60 days of the date of invoice outlining the billing error. It is not our business model to reach out to non-processing merchants, nor are there records to show zero processing. It is the merchants responsibility upon review of their bank statements and acknowledgement of billing errors to reach out to the company.
We can confirm that the merchant was able to send fax proof to show that the letter was generated to be sent on 7/21, however there is no timestamp to prove confirmation. At this time, we are willing to settle the request and offer half of the merchants requested amount. We will need to validate the amount stated of $4623.55, and will credit half of this amount. ***, will take responsibility for not closing the account if the letter was received, however cannot accept full financial responsibility.
Please respond to the BBB or our direct email ****************** and agree to splitting the amount credited from 7/2015-account closure 2024.
Best Regards,
EVO Merchant Services
Initial Complaint
Date:11/11/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used this company for my credit card services for my business since 2012. I sent email and faxed on 8/1/2024 to cancel the service as requested by my new provider. They debited my account for the amount of $47.25 for not using the account. I then called and said I sent fax and email to cancel on 8/1/24, they stated no fax or email was received and they would now cancel from the phone call and would not refund the $47.25. On October 30, 2024 my account was debited $495.00 and after a few days working with my bank we discovered that the money was taken out by ***. When I called *** they stated that it was an early termination fee, I asked how that was possible since I was a customer since 2012. They would not refund the money. I do not see how this is fair at all.. To my knowledge there was no agreement for an early termination fee at this time after approximately 12 years. I had to pay my bank $30.00 to stop this company from taking any money from my account for any reason in the future.Sincerely,**** BussiereMuscleWorks Gym
Business Response
Date: 11/20/2024
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 22536655
Consumer Name: ******* ********
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
EVO has received a BBB complaint regarding the account above. In review of the account, we were unable to locate a cancellation letter sent indicating the request. Per terms and conditions of the signed contract, merchants should notify the business within 90 days of your anniversary date to avoid the Early Termination fee. At this time we are unable to credit the merchant account. The account is now closed and no other debits will be made to the account.

Best Regards,
EVO Merchant Services
Initial Complaint
Date:11/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Unauthorized Billing for Closed Accounts Dear ********************** and EVO Global Payments,I am writing to formally address an issue regarding unauthorized billing for two of my businesses that had previously utilized EVO Global Payments through a billing software company. I owned four businesses that used EVO Global Payments services through this third-party billing software. Due to multiple service issues, we made the decision to switch to a new software provider and to migrate all four businesses away from EVO Global Payments.Our migration was handled in two phases. The first two businesses were transitioned without issue, and their billing accounts were successfully closed with no further charges. The next two businesses were moved in March 2024. However, despite this transition and repeated confirmations of our account cancellations, EVO Global Payments has continued to bill monthly fees for these two businesses.I received emails from EVO Global Payments in May and August of 2024, to which I responded promptly, reiterating that we no longer use your services. Despite this, the billing has persisted, leading to unauthorized charges for accounts that are no longer active. Furthermore, I have spent over two hours on the phone with EVO Global Payments in attempts to resolve this matter, but have been unsuccessful in stopping the continued billing.I am requesting immediate action to terminate billing for these accounts and to issue a refund for any charges incurred since March 2024. This situation has not only been inconvenient but also financially impactful, and I hope it can be resolved promptly to avoid any further escalation.Thank you for your attention to this matter. I look forward to your timely response and a resolution to this ongoing issue.Sincerely,******* ******** Managing Partner
Business Response
Date: 11/14/2024
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: 22520079
Consumer Name: ******* *******
Merchant ID number: **********
Dear BBB Customer Relations Advocate,
We will proceed with closure and work to process credits. Please allow until 11/16 for credits to be applied and sent to the bank account on file.

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