Complaint Review: EVO Payments - Portland Maine

We are going to quit Authorize.net and EVO Payments soon. Because:

We signed up with Authorize.net for our online processing and later learned that Evo Payments handle our online processing. We sold some products on our website and expected the funds to be in our bank account and sent a check to a University at which we are holding a summer camp. While we were comfortable with our payment to the university, the money processed online on our site has never showed up in our bank account in over a week. But, in the meantime, Evo deducted it's own commission from our bank account for these transactions as if the money was already transferred to our bank. Finally, after waiting long, I called them 4-5 times. I talked to different people including supervisor Jess (or James) and Melissa at Underwriting Dept. First they asked me for our bank statements. Since this is a new business, I sent bank statements from my old business as they told me to. I did. Then, next day when I called, they said they need me to email them credit card processing statements from my old processor. I did that too. Then, they asked me to email invoices for a split payment on our site. I did that too. Next two times I called, they were not able to locate some of the files I sent them earlier (either bank statement or invoices, etc. something different every time.) And finally today, Melissa promised me that she would call me and get this handled before she leaves for the day. They are now closed and she didn't.

After that:

I spoke to three different departments (Customer Service, Underwriting and Lost Prevention) many times after my initial complaint. They don't call me unless I call them and they continue putting a hold on our funds. They keep requesting new documentation, coming forward with new terms. Eventually, they said, they are going to hold on to our funds because some of the payments was for a trip and they said they don't process travel payments because we were approved for only classes. I told them it's not for travel, it's the east coast trip for students coming from far and oversees and it's a product that we sell. After pressuring much, they eventually agreed to release the funds other than the trip payments if I sent them an email confirming that I agree to their terms. I did and requested an email confirmation of what they told me. Melissa at underwriting rejected sending me a confirmation email. Melissa also told me that they would keep 10% of our funds since our classes are in summer, in 5 months. I told her that we were never told about that. She just said it's policy. Then I was referred to the Lost Prevention Department. I told Meghan what I spoke with other departments again. Meghan told me that she will connect me with a supervisor today. I told her that based on my previous experience, I don’t believe that he would get back to me. After an hour, she sent me an email that the supervisor will review and will do his best to get an answer by the end of the business day to me.

This is the last email I got from EVO. Yet, they came back with a request for more documents. I asked them to refund the entire split payment and release the remaining payments , they said no to that too. One of the documents (Cross Corporate Guarantee) is asking for my old company to accept responsibility for all the debts of my new company, which is impossible considering there are different shareholders at two companies (I am no longer the owner of my previous company). Why would another company guarantee another company’s debts?

Hello,

Per our conversation, please respond with the below requested documents and answers to questions:

Documents:

-          Completed the attached Cross Corporate Guarantee so that bank statements and processing statements for .... can be accepted

-          Documentation tying .... and ..... and yourself together

Questions:

-          The application was submitted requesting a monthly volume of $5k which as we can see is not correct. Please provide an accurate monthly volume estimate for the credit card processing portion of your business.

-          I found that you are listed as the previous president of ......... Are you still involved with this company? If so, how?

-          Please confirm once the travel portion of the sales have been refunded. Per the invoices provided, this will be in the amount of $11,700 - $3900 x 3 back to your customers card. If you need assistance with the refund process, please contact Authorize.net at 877 447 3938.

Please respond quickly with all requests to that we can expedite the finalization of your account. Thank you.

Regards,

Jessica Gastin

I asked her again to release the funds other than the split payment and that we will quit them. She said, they would refund all payments and we would have to process cards on our own.