Hello Mr. Walker,I am reaching out to you today as I have no other option and I am extremely disgruntled after speaking with one of your employees who is representing your company.We are small family run business. My company was using Elavon as our payment processor and due to the nature of our business which was phone services, our business together is no longer active.Our account was closed 2 weeks ago which is fine, and we have since changed to paypal as our payment provider.Elavon has held a large reserve of our money for refunds/chargebacks.We have have 86 customers who need refunds, and Elavon is not allowing us to refund our customers which in turn is resulting in chargebacks.Due to the inability to refund our customers Elavon is deliberating causing financial loses to our company, as there is a chargeback fee that we must pay.I called your employee Jennifer Groover, and explained the situation to her, and please keep in mind not all people have paypal.Her answer right away was:"I'm not opening your account again to refund customers, it's a lot of work" "It's your fault you haven't found a new processor yet, it's been two weeks"I explained to her that not everyone has paypal, and her answer was simply I don't care and I'm not opening your account. You need to get your new payment process to repay these customers.Once again please keep in mind not all customers have paypal and it is nearly impossible to find a new payment processor approved and ready to go in a span of two weeks.Her tone was extremely rude and dismissive, and I really hope you record your employee's conversations as I sincerely hope she doesn't represent what your company stands for.It is extremely unethical not allowing us to refund our customers. Elavon is deliberately allowing chargeback which is resulting in financial damages to us.I really don't understand why a reserve is being held in place if we cannot use that to refund our customers?
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Elavon is the innovative, secure, and global partner for your payment processing needs, whether you do business online, mobile, or in-person. For more than 25 years, Elavon has been a leader in payment processing, leveraging the world’s best technologies for our partners, from large worldwide enterprises to locally-owned small businesses.
