I am in a similar vortex of hell with Elavon. I signed up with themonly because my company for years (Payment Tech) was bought out by Bankof America and I used the opportunity to try and get a better feestructure, thought Costco was reputable so since I had to changecompanies anyway, went with Elavon. Boy do I regret it.
Iupgraded to the pricey Executive Membership with Costco to avoidcertain fees with Elavon before I even applied for service. When Ireceived the application, the fees to be avoided were listed on theapplication (app fee and monthly fees for svc). My rep (in writing) instructed me to simply cross off those fees before sending back thecontract which i did. A month later my first statement arrives andyes, I've been charged those fees.
Thus begins the nightmare ofattempting to get them reversed and not charged to me in the future. You will wait an average of 20 min. To even get a young person on thephone who knows nothing about your situation and you have to retell theentire thing to... Often being just randomly cut off while waiting onhold (multiple times). It's good to only communicate in writing anywayas the right hand doesn't know what the left is doing at Elavon.
I'vebeen told multiple stories by Elavon reps, from me having to fax themMY bank statement to "prove" the funds were taken out (uh, I found outby THEIR statement to me and they have access to only ONE acct of mine, of course they know they received the funds... They HAVE them!). Thingis, my bank doesn't issue a statement until 3 wks. So then I send inthe copy of the portion of my online banking page which shows the feesremoved and am told I will receive a refund in 72 hours. Then dayslater an entirely new person contacts me telling me I need to fax thebank statement and wait 7-10 days for "approval".in the last 2 days, I've heard from 4 different reps with 4 different responses of how thisis going to handled each apparently having no idea someone else hascontacted me.
I have no idea how if or when I will receive therefund for the ERROR Elavon clearly made with my account, if I willkeep being charged fees I am not to be charged, if they will up my raterandomly because of my complaints and/or if they will randomly removemore "necessary fees" (which is what one of the reps referred to thesefraudulent charges as... I have a CONTRACT which shows these feesremoved and the POLICY from costco stating they will not be charged). I've complained to Costco on this and they have gotten back with meseveral times and apparently contacted Elavon on my behalf and got oneof the 4 stories I got back yesterday.
So we'll see. If Icould, I'd cancel this horrendous service and start over with myprevious merchant acct again and change back my membership at Costcobut I'm stuck in a contract with them now and they have FULL ACCESS tomy bank account. I'm watching it like a hawk now to make sure theydon't pull more fraudulent fees out of my account which believe me isnot the fear state I want to be living in with my MONEY.
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