ComplaintsforFiveStars by Sumup

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My sales **** ******, told me that I would be able to cancel with no cost after 90 days. When I tried to cancel the program, I found out from the manager I spoke with, *****, that this was no the case and that it would cost me $1600. That is unacceptable. Their sales *** lied to **** spoke on the phone with ***** on May 2, 2024 and explained all of this to him. He said he would talk to his manager and get back to me. I called back on July 10th, 2024, when he never called me back. He told me on July 10th that he could charge me half of the cancellation fee unless I could prove ****** said that. He said if I could provide something then he would honor it. I emailed the screen shot from my phone to Nazir on July 10. He ***lied via email "thank you!" the same day.I have emailed Nazir again on July 20th, 2024 and August 3, 2024. I reminded him that if we could not resolve this that I would contact the BBB if I did not hear from him. I have not heard back from him as of August 8, 2024.I have since been charged the monthly fee for the service even though I disconnected the devices and have not used it since around July 20th.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I called in to cancel my account on July 2nd, my next bill is due July 8th. I was told it would take 30 days to cancel the account and I would have to pay for the prorated amount. I asked why on their website it says cancel anytime and nothing about waiting 30 days and was told that the 30 day cancellation was information I got 10 years ago in my initial contract signing. I am no longer in that contract and havent been for years so I feel I cannot be held to what the contract said 10 years ago, unless it was renewed. The 30 day cancellation period is a scammy way to get another payment out of the businesses cancelling.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had signed a contract with sumup back in November 2023 for a point of sale system. Since day 1 Ive had nothing but issues - it took almost 2 full months of repeated phone calls/texts to get all of my equipment. I was told the rep would personally come out to help with set up, didnt happen. The support line can never resolve an issue and they have only 1 time returned my call. After 2 months we had so many problems. Systems dont communicate with each other, customers were double charged or double refunded. Sales did not show in my system and would disappear after it was finalized which caused me to have problems getting correct sales tax to pay (among other things). It jumped on and off internet constantly. After going back and forth I asked that my contract be voided as this system did not work as it should. I received a cancellation email and a prompt to tell me to return my equipment, which I did. When I get billed again for this month I called in and now theyre telling me a completely different story. They have noted on phone calls that never actually happened and they say it has not been cancelled and that their decision was that the issues could be fixed. They never once reached out to fix the issues and continue to ignore my emails. When I call they say they will escalate the situation and someone will call me, but that doesnt ever happen. Please help. I now have no equipment. They are still charging me and no one returns my calls for explanation on whats going on. We pay $458 per month

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Our business signed up with SumUp 5 Star Loyalty program and was charged for the first month of service on October 3, 2023. The salesperson assured us that the program was compatible with our current *** system which runs on Windows. On installation day, it was discovered that the two systems were not in fact compatible as the sales person had promised. The loyalty system was still somewhat functional, but not to the degree promised. We told the sales person that we would not be moving forward with their program, however she requested that we try it for a week and if it still wasn't the right fit, we could return it. Every time we accessed the loyalty program with a live customer, the *** would freeze. We called the sales person to let her know we still were not satisfied and would be returning the equipment and canceling our service. The sales person stopped returning our calls. We reached out to the parent company on several occasions and were told they would get back to us within a day, but even after multiple calls from us, it took weeks for them to finally call us back. Today they called and said that we needed to purchase a new *** system that would be compatible with their program and that they were going to continue to charge us for the service despite not being what was advertised/promised to us and us not using the program.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been using the FiveStars rewards program in my business since March 2016. We have decided to discontinue our rewards program and therefore have cancelled our subscription with FiveStars by Sumup. For our records we would like to have an activity report of all the rewards earned and redeemed so we can refer back to it if necessary. The FiveStars platform which we have access to does not allow us to report and export all of this history, unless we would do so manually, 1 month at a time. We've asked FiveStars by Sumup to provide us with an export of this data, but they said it would take 1 of their employees more than 1 week of time to do this and they won't provide this for us. Instead they tell us we need to do this process manually - which, if it takes a week of time for their employee, it would take that long for us as well. We've paid them thousands of dollars for the service over the years, and are only asking them to provide us information which pertains to our clients and their rewards transactions - it's information they have access to, but refuse to provide. I feel we are being short-changed here and ask that you help us to get this data from them.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  When the local rep approached me about the system I was told it was a month to month agreements. Being brand new and running an unincorporated entity, I needed this reassurance. When my agreement came I was told the 12 months listed on the form was in response to their money back program. That you had to have a 12 mo record. Not that my agreement was 12 months long. We have decided not to utilize this kind of service since we cannot afford it and the first couple months was to try it out to see if it was worth it to us. It isn’t. I was misguided at the sale. I want out of the agreement since I went in believing it was month to month. They asked for proof and my rep quit and won’t return my messages.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I recently signed a contract to acquire a new POS system along with credit card processing and access to some promotion software. There were problems from the start and after countless hours of work and time on the phone with their Customer Support people, my system still does not work. I cannot process any transactions - not even cash transactions. I finally gave up and told them I wanted to so whatever was necessary to cancel my contract. I have called 3 times and they string me along everytime, listening to my story and telling me they will have a manager call me back, but I still have not received a phone call back. In the meantime, they have charged me the equipment fee plus 2 months of the subscription. The subscription fee of $199 comes out of my bank account automatically on a monthly basis. So far I'm out $597 and they will continue to take the money until this problem is resolved.

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