EVO Canada Double Charges, Funds not deposited into account, No call back, False promises Montreal, Quebec

"EVO Canada will support and sustain our partners as needed and are committed there for the long term relationship, together, to answer any questions, overcome any obstacles, and see to it that we do all we can to help your business flourish and grow. "

The above statement, taken directly from EVO Canada's website, could not be farther from the truth.  Instead of helping to "overcome any obstacles",  EVO Canada has been the source of a lot of grief and frustration that we have been experiencing.  We were previously using TD Canada Trust and receiving good service, however, we took a leap of faith after allowing one of the sales reps to meet with us and discuss why switching to EVO Canada was a better option for us.  We were advised that we would receive lower rates, excellent and quick customer service, the transactions would be in the account the next business day, and that big companies are using them.  We were also advised that if we cancelled our service with TD Canada Trust, that EVO Canada would refund the cancellation fee.  

Everything that was promised by the sales rep and the statements made on the website are exactly the opposite from what has actually happened.  Here is a summary of the issues we have been facing:

• Double charges - EVO Canada  took out NSF charges in error from our account.  When we asked them about it, they advised us that advised us that there was a computer glitch and they would refund it, however, they ended up charging us again.  They have been promising to refund these charges since October/November of last year - it is now March 2011 and we still have not received the funds.  Every time we call about it and even try to escalate it, we are told that someone will contact us 2 days and they will look into it and get it resolved.  
  
  
• Funds not deposited into account - We have been experience some issues with the terminal like the receipts not printing or system error messages when customers are processing credit card/debit payments.  After spending hours on the phone trying to get through with customer services and figuring out if certain payments went through, we were advised that the funds were approved and taken out of the customer's account.  However, when we check our account, even after a few days, the funds have not been received.  We were also advised that this would be looked into - still no response.  
  
  
• Defective terminal - The terminal has been giving a lot of issues; sometimes receipts do not print, system error message appear after the customer puts their credit card/debit car through with no explanation if the charge went through or not.  We have been trying to get this resolved for months now and we are still experience the same problem.  
  
  
• False promises - The sales rep promised us a refund of the cancellation fee we had to pay to TD Canada Trust for switching to EVO Canada.  It has been 6 months and we still have not received the refund.  Many times we have contacted customer service and we finally got a contact name for the head office in Montreal - things were looking hopeful, the contact person promised that she would get this resolved and we would have it in our account that week.  but now when we try to contact this person, they are "not in the office today".  

Keep in mind that the issues listed above are only a FEW of the problems we have had to deal with in our interactions with EVO Canada.  

We are a small business and we are new - we simply can't afford to deal with the losses that we have been experiencing.  We are growing rapidly and EVO Canada just cannot meet our business needs and we are crossing our fingers that when I contact them tomorrow, they will give us some sort of resolution - this will be my final call to them.  We are quickly losing patience - maybe the better business bureau is our other option.