We take our role in providing guidance and education regarding the card payment industry very seriously. At our own expense, we have vigorously defended our right to continue expose unethical and predatory practices in the industry, successfully defeating every attempt to silence us. However, fending off frivolous lawsuits is costly. To sustain these efforts, one of the ways we generate revenue is through affiliate partnerships with ethical providers. This means that some of our outgoing links connect business owners to trustworthy, low-cost payment processors, which is what most of our readers seek. We see this revenue channel as a win-win-win for everyone involved. Business owners find good processors, processors get good clients, and we are able to continue to provide a valuable service to the small business community. We also recommend and link to many services that do not compensate us. Our priority is to guide you to the best solutions for your needs, regardless of potential revenue. If you have questions, please feel free to contact us.
All mentions of rate and fee costs are estimations based on publicly available information and client feedback. Actual costs may vary based on a variety of factors unique to your business.
In this review of Elavon, a well-known North American credit card processor, we'll focus on the company's rates, fees, contract terms, and common customer complaints. We'll also cover industry ratings, employee feedback, and user reviews to help small business owners determine if Elavon is the right merchant account provider for their transaction processing.
Elavon is one of the largest merchant account providers and credit card processors in North America. Its history goes back to the early 1990s with NOVA Information Systems, a payment processor that grew quickly in the U.S. market. In 2001, NOVA expanded internationally by merging with euroConex, a European processor operating across several countries. This move helped the company build a global reach, connecting businesses in both North America and Europe.
In 2011, Elavon was officially created through the merger of NOVA and euroConex. It became part of U.S. Bank’s (U.S. Bancorp’s) payment services division. Elavon has since developed key partnerships with financial institutions and well-known companies. For example, it provides merchant services through Costco, Santander, and Citizens Bank.
Elavon specializes in credit card processing services, primarily focusing on traditional small business sectors. As a major player in the payment processing industry, Elavon markets merchant services directly to small business as well as through a network of independently branded subsidiary reseller partners. The company claims to serve over one million businesses worldwide, mostly in North America and Europe.
Given Elavon’s significant presence in the credit card processing industry, it’s natural for a company of its size to receive a higher volume of customer feedback, including complaints. Our research indicates that there are over 500 customer complaints about Elavon in the comment section of this review, and more than 100 on other websites. Additionally, several complaints have been lodged against Ladco Leasing, a partner of Elavon. This level of feedback is consistent with what might be expected from a company with Elavon’s market reach. Common issues reported include challenges with customer service, unexpected account holds and freezes, undisclosed fees, disputes over billing, and difficulties with equipment leases.
Feedback suggests that small businesses may encounter more difficulties in resolving issues with Elavon, hinting that the company may be better suited as an enterprise-level merchant account provider. Nevertheless, Elavon prides itself on offering round-the-clock customer support to all its clients. For firsthand accounts of merchant experiences, we encourage reading the customer comments at the end of this review.
Terrible service, they require that you charge a card manually once authorized, they have to read the card to you on the phone. Charges sometimes go through sometimes their terminal works. Elavon is GARBAGE. And the customer service at the toll free number works with NO urgency, doesn’t resolve anything and I cannot believe they continue to bill for this crap service. NO business can operate with a trash company like this.
There are no positive reviews published about Elavon on the PaymentPop website.
Elavon is accredited by BBB and holds an “A+” rating. The company has been in business for 40 years and has an average customer review rating of 1.18/5 stars based on 38 reviews. There are 119 customer complaints closed in the last 3 years, with 51 complaints closed in the last 12 months. Common themes in the reviews and complaints include issues with customer service, problems with product/service, and dissatisfaction with the handling of transactions and funds.
This is by far the worst merchant company, listen very carefully if you have not used their service, you will expect: 1. random charge 2. poor communication 3. hold your funds whenever they like 4. close your account without giving you any specific reason
There are no positive reviews published about Elavon on the BBB website.
Elavon has a low customer review rating of 4.1 out of 5 stars on Trustpilot, based on 354 reviews. The overwhelming majority of reviews are negative, with 94% of reviewers giving a 1-star rating. Only 3% of the reviews are 5-star, and 2% are 4-star. Common complaints include poor customer service, difficulties in canceling services, unauthorized charges, and issues with account management. Positive reviews are scarce and not significantly represented in the overall rating.
Worse company please stay away such a fraud system they have with takepayments we cannot get rid of the problems they have caused us!!! Beware of the con artists
My account was closed without any notification from them. And they are not answering my emails or don’t tell me anything as well. Zero stars.
Great customer service! My problems are always addressed promptly and professionally.
Elavon has a 4 out of 5 star rating based on 189 user reviews on Google Maps.
Elevon takes care of all or credit card processing. And it is always the most professional company to work with.
Stay away from this company. Clueless, unhelpful scammers, can’t explain charges on your statement, will charge you and the customer simultaneously the fee for the same credit card and refuse rebate. Since they can’t explain charges , they offer to investigate for another extra fee when you’re actually due a refund from them because they billed you daily instead at the end of the month. Stay away from Elavon!
Evalon has a 1.1 out of 5 star rating based on 81 user reviews on Yelp.
I am a small business owner I recently signed up with Elavon and I have great service and a very good processing fee and the funds are in my account 2 days later. I can easily speak with customer service and my account manager always returns my calls the same day
Elavon is the worst card processing company in the business. I am surprised Costco has not dropped them. I have had trouble with passwords, customer service and everything to do with this company. Try Wells Fargo or anyone else. This company is the worst of the worst. I cancelled months ago and am still getting charged the monthly service fee. Next call will be to Costco and my bank to dispute their charges.
Elavon has a low customer review rating of 1.0 stars on Sitejabber, based on 11 reviews. This indicates that the majority of customers are generally dissatisfied with their experiences. The common themes in the reviews include poor customer service, overcharging, and issues with account management. There are no positive reviews in the last 12 months.
Worst customer service I have ever experienced in my 40 years of being in business. It’s IMPOSSIBLE to actually speak with someone. They do all by email, and you don’t know who you’re talking to. – Review from James B., May 27, 2023
As treasurer of a non-profit, I felt Elavon overcharged us on multiple occasions and I would not recommend them for anyone. – Review from Bill M., June 20, 2023
There are no positive reviews published about Elavon on the Sitejabber website.
As a payment processing company, Elavon charges various fees to its clients for the use of its services. The specific fees that a client will be charged can vary depending on the type of service or product they are using, as well as the specific pricing plan that they negotiated. Some of the fees that Elavon charges may include:
Elavon charges a fee for each transaction that is processed through its payment gateway. This fee may vary depending on the type of transaction, the payment method used, and the client’s specific pricing plan. It appears that Elavon prefers to sign businesses up with a tiered pricing model instead of Interchange-plus. In general, we have found that Elavon may charge high fees in its most expensive tiers. This is evidenced below in a statement audit that we conducted during a cost negotiation services for a client:
In this statement, Elavon appears to be reserving his highest rate tier of 3.35% on this business’ high tickets. These rates are well above Visa’s and Mastercard’s published Interchange rates. Plus, this merchant would likely qualify for Level 2 interchange rates. That means Elavon is either neglecting to pass along a discount that would directly benefit the client, or it is capturing the client’s Level 2 savings for itself; arbitraging the rate and pocketing a sizable, undisclosed profit within its tiered pricing.
Related: How to find out if your business qualifies for lower Level-2 Interchange rates
Most Elavon pricing plans may include negotiable monthly fees. These fees may cover various features and benefits, such as access to reporting and analytics tools or customer support, or may just be “junk” fees that can be removed if negotiated.
If a client receives a chargeback from a customer, Elavon may charge a fee to cover the cost of the chargeback process. Chargeback fees typically range from $15 to $35 per incident depending on the negotiated fee.
Elavon may charge a fee to help clients maintain compliance with the Payment Card Industry (PCI) Data Security Standards. PCI Compliance fees can often be removed through negotiation.
If a client terminates their contract with Elavon before the end of their agreed-upon term, they may be charged a termination fee. However, it appears that Elavon has removed its termination fee for most accounts. Clients who lease equipment through Ladco may still be subject to lease cancellation fees.
It’s important to note that Elavon’s fees can vary depending on specific services, negotiation, and the pricing plan that a client selects. Business owners should carefully review their contract and pricing plan to understand the fees that they will be charged. Additionally, clients may want to compare Elavon’s fees to those of other payment processing companies to ensure they are getting the best value for their money.
The company marketed two different pricing models in our previous Elavon review. The first quote was for a counter-top point-of-sale terminal and the second for its mobile payment alternative. Both contracts charged a swipe rate of 2.65% + $0.19 or a keyed-in rate of 3.50% + $0.19 per transaction. Both of these quotes are high in comparison to other well-rated competitors.
Elavon previously charged a convoluted early termination fee which its contract lists as “greater of the total fees paid by Customer during the twelve months immediately prior to termination, or the total fees that would be payable by Customer during the twelve months immediately following termination.” It appears that Elavon is no longer charging any early termination fees. However, Elavon resellers may include different terms regarding cancellation fees, so business owners are encouraged to read their contract. To avoid early termination fees altogether, see our list of merchant service providers that do not charge cancellation fees.
In addition to its storefront payment processing services, Elavon also dedicates a portion of its website to advertising its virtual terminal and payment gateway, called “Converge.” There is also an additional payment gateway for hotels and restaurants specifically called “Fusebox.” However, pricing is not disclosed on either of those services. Elavon customer reviews indicate that gateway fees range between 0.75% to 3.5% plus $0.30 as well as a $25 monthly fee.
Prior to February 2013, the company’s standard merchant account contract included a three-year service agreement with a $295 early termination fee if canceled within the first year, or $195 if canceled within the second or third year. Elavon also formerly charged PCI Compliance fees that varied from $29 to $59 per month; however, the company’s recent promises of no more “hidden fees” would seem to indicate that it has abandoned this practice. Please let us know if Elavon or an Elavon partner has charged you an early termination fee in the comment section below.
The company continues to own and operate the equipment lease provider Ladco Leasing for hardware and point of sale leasing. Ladco has an abysmal reputation among numerous Elavon and Ladco reviews.
The standard Ladco Leasing agreement is an expensive, non-cancellable 48-month equipment lease that often costs up to ten times the actual price of the equipment if bought outright. Elavon seems to go to great lengths to conceal the relationship between Ladco and Elavon, probably due to the fact that there are very few positive reviews of Ladco to be found online. In most cases, we recommend that business owners buy their equipment outright. In the event that a business needs a complex point-of-sale system with a need for dedicated support, we strongly encourage you to negotiate the terms of your lease to avoid expensive surprises.
Elavon has been the subject of several lawsuits, many of which do not have publicly available details as to their nature. However, the company was put under a lot of scrutiny in 2012 over the following lawsuit.
The case began when Elavon sued Cisero’s, a family-owned restaurant in Park City, Utah, for $80,000 in fines and fees related to an alleged card data breach in 2008.
Cisero’s then filed a counterclaim against Elavon and later amended it to include U.S. Bank as a defendant. The restaurant claimed that Elavon and U.S. Bank illegally charged fees and fines after the alleged breach, which Cisero’s disputed based on its own forensic investigation.
Specifically, Cisero’s sought to have Elavon’s indemnification claim declared unenforceable and claimed damages for negligence and breach of contract.
This case was notable for being a rare instance of a merchant challenging acquiring banks and card networks in court over breach-related fines and fees. Despite drawing significant attention as a potential precedent-setting case, public records do not indicate whether it concluded with a clear legal ruling or settlement, suggesting it may have been resolved privately or through dismissal after prolonged legal proceedings.
In 2019, a lawsuit was filed by a small merchant against Elavon regarding the mishandling of funds, which was settled outside of court. There is also an ongoing class-action lawsuit against Elavon in California, focusing on contract-related issues, as of the latest update to this review.
The following is a list of lawsuits naming Elavon as a defendant but provide no public details regarding the complaints of the lawsuits.
Elavon relies heavily upon resellers, sub-ISOs, independent agents, and partnerships to market and sell its credit card processing services. This marketing strategy is common among large merchant account providers and can often prove harmful to a company’s reputation, as it appears to have done for Elavon. This processor has received a large number of complaints related to undisclosed merchant account fees and point of sale hardware leasing terms by independent agents and resellers.
One of the company’s most notable independent partners is the grocer and retailer Costco. In fact, Costco Merchant Services is often mistaken as its own credit card processing company. However, it is really just acting as a sales and marketing arm of Elavon. Several Elavon reviews regarding Costco Merchant Services complain that they expected to receive the usual wholesale costs that Costco is known for, but were surprised with high rates and fees. In our estimation, Costco and Sam’s Club do not rank among the best low-cost merchant accounts.
Elavon does not publicly disclose its merchant account fees or credit card processing rates. This indicates that rates and fees are set on a per-account basis and will vary based on numerous factors including a business owner’s knowledge on how to negotiate low merchant account fees, the industry of the business, and the agent or partner marketing the merchant account. As of a previous update to this review, the company added a pricing page that quoted 2.65% plus $0.19 on swiped transactions and 3.5% plus $0.19 on keyed-in payments. These quotes have been removed as of latest Elavon review update. Please let us know what Elavon is charging you in the comment section below. For a list of companies that provide transparent rate quotes upfront, compare merchant account providers here.
A large portion of Elavon’s merchant accounts are marketed by partnered resellers and subsidiaries who use their own sales and marketing strategies. Based on our research of these resellers, it is apparent that some of them are using misleading tactics. The company and its resellers are also notorious for signing merchants up for expensive, non-cancellable equipment leases through Ladco Leasing as part of their merchant services packages. Elavon appears to often enforce the terms of the lease agreement even when merchants claim that they were deceived by an agent.
Compare Elavon to competitors that earned top marks.
Elavon offers comprehensive payment solutions, but businesses should carefully evaluate its services. While the company serves over a million clients worldwide, it has faced criticism for high fees, a complex pricing structure, and poor customer service. Many complaints focus on unexpected charges and difficulties with contract termination. However, Elavon’s broad payment options, multi-currency support, and 24/7 customer service are valuable for businesses with international operations. Companies should weigh these pros and cons to determine if Elavon aligns with their needs or consider alternatives like Stripe or Square for simpler pricing and better flexibility.
| CEO | Jamie Walker |
|---|---|
| Headquarters | Two Concourse Parkway, Suite 800, Atlanta, GA 30328 |
| Toll-Free Customer Service | (800) 725-1243 |
| Sales Inquiries | (877) 938-0317 |
| Website | elavon.com |
