Elavon Canada Reviews 

Sharon over the phone was delightful and very helpful

DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!!!! They sell you at 1% processing fees for ALL CARDS But they dont tell you about all the extra charges on top of that which is astronomical for a small business. Stay away at all costs

The worst company I have experienced so far while dealing with them. My merchant service provider placed me with Elavon couple of months ago with certain rates and conditions. Later Elavon broke the triparty contract and increased my rates adding substantial monthly fee\charges. I called their customer service and asked for a cancellation option. They told me to ask my MSP for the cancellation. When I asked our agent, to my surprise they said that my account has already been taken over by Elavon unsolicitedly and agent has nothing to do with it. I sent couple of emails to the persons responisble of this take over, the VP and Portfolio Manager but they didn't reply and referring me to other departments. One department told me that I am now a direct Elavon customer but when I call customer service the system shows I am still with my MSP agent. I was told once when I asked How come you took over my account without my knowledge, they said there is a confidential legal things that they can't explain WHY I kept sending emails to Portfolio manager and others but I got no reply from either one after weeks. On my payment insider account I closed the account effective end of the month got a case number but I received no confirmation by email as is the procedure they do. My payment insider account shows another ghost MID when asked for a status they again referred me to my agent. What a mess, I am couught in the middle of all this fiasco. I forwarded all the emails received from my agent to Portfolio manager but she never replies. I am really frustrated and helpless, never expected this kind of customer treatment but will fight until I get the matter resolved.

I have always received exceptional service from anyone I have dealt with

We had an issue with not working today and an bank terminal an an extraordinary customer service person named ASHA helped us sort it out.
I want to give her ten stars if I could.**********
She was amazing !!!!!!

I applied for a merchant account on July 22, 2026 (Ref. 8047305605). The only communication I ever received was an automated notice that my application had been "referred to underwriting for further review." No approval. No refusal. No terminal. No delivery date. Nothing.

For nine days, every single written follow-up was ignored — including one requesting an answer by a specific deadline. Meanwhile my business, Massothérapie Gagnon, was losing sales every day because I couldn't accept card payments, while a neighbouring business that applied with a competitor at the same time was already up and running.

On July 31, I cancelled my application in writing and explicitly demanded that no fees or charges of any kind be applied to my account. The only response was a "Social Media Ambassador" asking for my phone number.

Then on August 3 — three days AFTER my written cancellation — Elavon withdrew $23.00 from my bank account. For an application they never approved. For a terminal that was never delivered. For a service that was never provided.

Two more weeks of silence. Then on August 13, my Account Executive finally replied — only to tell me to "call customer service and cancel your account." What account? You never approved my application.

I have now filed a formal complaint under the Code of Conduct for the Payment Card Industry in Canada (Elements 1 and 3) with the FCAC in copy, disputed the withdrawal with my bank as an unauthorized pre-authorized debit, and am proceeding with the Better Business Bureau and small claims court.

Small business owners: check your bank statements. With this company, money can leave your account before you're even approved.

Quick response time. The agent Sunny was friendly efficient and very reassuring. Sunny provided me with all the phone contacts and information I needed .

Absolutely terrible experience with this company. Avoid like the plague.

Have upwards of 300 outstanding gift cards with them and have switched to a new company and it's been 2 months and $700 and they still haven't given us the proper gift card report so that we can transfer the cards. An absolute joke. Go anywhere else

Following the termination, several chargebacks were deducted from our remaining balance. However, since our dashboard had already been deactivated, we had no way to review or verify these chargebacks.

We contacted Elavon and were informed that the chargeback documentation had been sent by regular mail to our registered address. We never received it.

We then repeatedly asked their support team to provide this information by email instead, in any format they considered appropriate (PDFs, screenshots, spreadsheets, or simply a list of the cases). Despite multiple requests, they refused to provide any information electronically. Eventually, our emails regarding this issue were simply ignored.

We are not disputing their right to process chargebacks. We are only asking for basic transparency and documentation explaining why funds were deducted from our account. Without access to the merchant portal and without receiving the documentation they claim to have mailed, we have no way to verify or reconcile these deductions.

We ask Elavon to finally respond and provide the requested information. At the moment, the lack of communication and unwillingness to assist after account termination has been extremely disappointing.

Kay was amazing. She did not stop until she got where we needed to be. I am totally satisfied.

Helpful and Patient

We signed up for merchant services with Elavon, but due to a complete lack of technical support, the system never functioned and we were never able to process a single transaction. We formally cancelled the account in writing and returned all physical equipment.

Despite the written cancellation, Elavon continued to wrongfully withdraw nearly $900 in heavy fees directly from our business bank account—including a massive withdrawal taken after the cancellation date.

When confronted via a formal dispute, they actively refused to provide any written communication. Instead, they sneakily deposited a random partial amount of $170 into our account, trying to shortchange us by over $700 hoping we wouldn't notice.

They are an American-owned corporation operating under a Canadian name, and they rely on exhausting busy small business owners with hidden phone calls. Do not trust them with your bank info.

Karina was knowledgeable and professional. She helped educate us on our different options and was patient and super kind.
She made it very easy and even pleasant conversation.
At this hour of evening, no one looks forward to making work phone calls. Karina made it smooth and effortless.
Thank you Karina.

Angela was extremely helpful in resolving our problem. She was very pleasant to deal with and knew what needed to be done. I would have no issues in dealing with Angela for future issues

I just sent an email saying Kaye in Georgia was incredible. Keep her on staff. Kaye was kind and very helpful and patient with me and my terminal connections issues.

I was very pleased with how I was treated. The agent was patient and took the time to guide me through the issue and help fix it.

Secondly, the agent also helped us resolve the point-of-sale terminal issue. The terminal was supposed to be replaced, but the replacement was cancelled without informing us, even though we had been waiting for it for a month.

No hold time to get my question answered, agent provided clear explanation and emailed the forms I needed promptly

Absolutely terrible experience — avoid at all costs.
Their sales team is very polished, and I’ll give them credit for that. They are polite, patient, and do a great job explaining everything — unfortunately, much of what they promise does not reflect reality once you sign up.
After speaking with their representatives, we decided to proceed. However, we immediately ran into a major issue: their app was not compatible with our phone (Samsung Galaxy S24 Ultra). We contacted four different technical support representatives, none of whom were able to resolve the issue. One even suggested we purchase an older phone — which is completely unreasonable.

We were unable to download or use the app at all, making the service unusable from the start. We informed multiple representatives by email and phone that the service would not work for us and clearly requested that no charges be applied. At least four staff members were aware of the situation and acknowledged it.

Despite this, they still charged us $250 as if we had used the service for a full month.

After several follow-ups and speaking with multiple team members, we were promised a refund (this was at the end of January 2026), with a stated refund date of April 2nd. As of April 4th, not only have we not received the refund — they have withdrawn an additional $234.68 from our account.
This is completely unacceptable.
We will be reporting this to our bank and taking further action. I strongly advise any business considering their services to think twice.
Stay away.

tres bon service