ComplaintsforEpos Now

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been requesting them to cancel my subscription as I sold my business and no longer have the business to run. However since my initial request its been almost 2 months and they keep charging me and not cancelling the subscription. I feel like they are trying to cheat people by holding on to subscription and make money. I want my subscription to be cancelled immediately it's been 2 months I was assured my one of the manager 2 weeks ago but nothing was done. My account number is **********

  Business response

  07/01/2024

  Hi there,

  We apologize for the delay here. We have now cancelled your account as requested.

  Kind regards

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 4th 2024 I was moving my *** System and Payment Processing with EposNow with specific features at an agreed price. After they onboarded me they began to give me the run around on the features I was promised and wanted me to proceed setting up and ditching the current company Im using. Because I wanted to get all the features I was promised I didnt complete my set up with them and I decided on April 23, 2024 after going back and forth with them and them continuously giving me the run around to cancel with them entirely. The lady on the phone explained to me their process of cancellation which is extremely tedious and ***** I would have everything cancelled within 30 days and during the cancellation process I will be instructed how to return the *** computer/hardware I purchased from them. Its June 3rd, ******************************************* as if I never canceled, never gave me instructions on how to return hardware and completely ignoring my plea to not due business with them. I also confirmed with an employee May 31st, 2024 and the lady clarified that I did cancel on April 23, 2024 and that it hasnt been processed at their fault. DO NOT give these people a chance. From what I see in other complaints is that they respond as if they are proactive in wanting to find a solution to your complaint but I assure you. They dont want to. I have disputed all charges with me bank.

  Business response

  06/03/2024

  April 4th 2024 I was moving my *** System and Payment Processing with EposNow with specific features at an agreed price. After they onboarded me they began to give me the run around on the features I was promised and wanted me to proceed setting up and ditching the current company Im using. Because I wanted to get all the features I was promised I didnt complete my set up with them and I decided on April 23, 2024 after going back and forth with them and them continuously giving me the run around to cancel with them entirely. The lady on the phone explained to me their process of cancellation which is extremely tedious and ***** I would have everything cancelled within 30 days and during the cancellation process I will be instructed how to return the *** computer/hardware I purchased from them. Its June 3rd, ******************************************* as if I never canceled, never gave me instructions on how to return hardware and completely ignoring my plea to not due business with them. I also confirmed with an employee May 31st, 2024 and the lady clarified that I did cancel on April 23, 2024 and that it hasnt been processed at their fault. DO NOT give these people a chance. From what I see in other complaints is that they respond as if they are proactive in wanting to find a solution to your complaint but I assure you. They dont want to. I have disputed all charges with me bank.
  
  Hi ******,

  Thank you for reaching out and sharing the issues you have experience setting up your EposNow account.

  We have 2 main issues to tackle with your complaint. Currently you are under contract with EposNow, we can see you have submitted the cancellation form and a member of our Retention team will be contacting you tomorrow to assist with this. Please be aware that an early exit fee would apply at this stage.

  The second item that concerns us the most is your reference to missing features that you were promised were included in the product. We have listened to the your call when you requested to cancel and these were not mentioned on that call, just your desire to cancel.

  We would love the opportunity to fix this if we can and a big part of that is to understand what the missing features are so we can remedy them where possible.

  Our team will call tomorrow and try to work with you to see what we can do to ensure you are provided the items you need for your business.

  Kind regards 

  Customer response

  06/03/2024

  I absolutely did speak to several individuals from the beginning of coming on and when canceling and the entire reason for me communicating with Epos staff was because of me not getting the feature promised to me.(Shopify) and is THE reason for me canceling. I will not be paying any exit fees. Due to Epos not holding up their end of the deal. I will also add that they want me to install Shopify which would charge me and they would sort it out later. I refused to pay and told them I would wait for it to be resolved. It never got resolved and when I filled out the cancellation process they make you do they closed the ticket inquiry.

  Customer response

  06/04/2024

   
  Complaint: 21794011
  
  I am rejecting this response because:Date Sent: 6/3/2024 7:17:28 PM
  I absolutely did speak to several individuals from the beginning of coming on and when canceling and the entire reason for me communicating with Epos staff was because of me not getting the feature promised to me.(Shopify) and is THE reason for me canceling. I will not be paying any exit fees. Due to Epos not holding up their end of the deal. I will also add that they want me to install Shopify which would charge me and they would sort it out later. I refused to pay and told them I would wait for it to be resolved. It never got resolved and when I filled out the cancellation process they make you do they closed the ticket inquiry.
  
  Sincerely,
  
  ***************************

  Business response

  06/21/2024

  Thank you for sharing that information with us ******.

  We will happily provide the shopify integration for you free of charge to ensure you are satisfied with your purchase.

  However if you only wish to cancel the exit fee would apply.

   

  KInd regards

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to cancel two months ago. Then I got a form which I filled out 6X No acknowledgement. Then I got billed again. I should be refunded for the last two months 49 + 49 + some other thing 31 that I never used and was billed after cancelation. I have no equipment and signed no forever contract.

  Business response

  05/29/2024

  Hi There,

  We have ensured your account is cancelled and no further charges will be deducted.

   

  Kind regards 

  Customer response

  05/29/2024

  I am glad they are claiming I am  canceled I have not received refund for the two invoices after my cancellation request.  I have not received any notification through their email method indicating that I am canceled.  I do not withdraw my complaint until I receive the refund and email confirmation.  They are not entitled to the payments charged after my April-18th cancellation.  their services have not been used since February.  They should remain on the unethical list until they start behaving in an appropriate manner. They should remain at risk for legal action as they have not yet made me whole ****

  Customer response

  05/29/2024

  Date Sent: 5/29/2024 3:12:34 PM
  I am glad they are claiming I am  canceled I have not received refund for the two invoices after my cancellation request.  I have not received any notification through their email method indicating that I am canceled.  I do not withdraw my complaint until I receive the refund and email confirmation.  They are not entitled to the payments charged after my April-18th cancellation.  their services have not been used since February.  They should remain on the unethical list until they start behaving in an appropriate manner. They should remain at risk for legal action as they have not yet made me whole Matt

  Customer response

  05/29/2024

  They have neither returned the two digs into my credit card nor sent an email indicating cancelation as promised.  They are still behaving in a troubling way.  ****

  Business response

  06/03/2024

  Hi ****,

  We have refunded you the $39 paid in May of this year. You completed your cancellation form in April of this year which is when the cancellation of your account was processed. Any charges up until that point would stand per our cancellations policy regardless of what date you ceased using the product. This is no different than any subscription service where payment is taken regardless of user interaction.

  Kind regards 

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I accept the partial refund.    

   

  In the clearest way I council you to remove delaying cancelation with roadblocks and chat bots and in my case false claims of x-month obligations as part of your profit campaigns.  Best.  
  
  Kindly,
  
  *************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Epos now seemed to have the best offer for point of sale our business to run credit cards. We paid and had to wait over 45 days because of our internet connection. Not their fault. We went live with credit cards on 4/7/24 and to this date have not received any of our payments. Error was made when they coded my account incorrectly and no one can seem to fix it. They will not let you speak to any managers or supervisor when you ask and they say its fixed when it is not. Very unhappy with this company. I am suspicious of fraud at this point. I am owed thousands at this point and it is causing us problems continuing to keep our business open of course.

  Business response

  05/29/2024

  Hi ******,

  Thank you for alerting us to this issue you were experiencing.

  We can see that a member of our payments team has been investigating this issue for you and is optimistic this is now resolved.

  If you are still experiencing any issues please let us know.

  Kind regards 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Horrible company keeps telling me they will send a label but never SEND the return label so they keep charging MY account for a cancelled service by the way they are a sales company for ADYEN IN Other words a 3rd party company. DO NOT JOIN THESE PEOPLE whole bunch of people working from their phones to help you out. Also has no clue of whats going on example trainer was calling me while my account was canceled used my payment terminal to only find out Im not getting paid around 400$ lost on money they are not paying out with no explanation but they will pay when they are satisfied with my account tried calling them 13 times today followed by an hour talk and same resolution someone will send me a return label thru email 3 months still havent got it. I blocked them from payments in my bank account and disputed everything for them to take money out with another company called (GOCARDLESS) they really just use a whole bunch of other companies. So I just changed my whole account number to my bank! Im sure they are protected thru a legal way where they can get away with all this and blame no one!

  Business response

  05/29/2024

  Hi ******,

  Thank you for alerting us to the issue experienced here! We have checked your account and have now ensured the return label is emailed to you, apologies for the delay with this. Your case number for the return is 01765294

  We sent you the following email on March 9th 2024:
  
  "Our systems and processes which we run in conjunction with our facilitating bank Adyen NV have identified a number of alerts which have resulted in a conclusion that your account presents an ongoing risk which is unacceptably high. As a result of this, we have decided to terminate your account with immediate effect.
  
  Any funds held on your behalf will be paid once we have satisfied ourselves through the facilitating bank that there will be no liability to us for chargebacks or other sums beyond the date that we account to you for the balance. In some cases funds may be held for up to 6 months. 
  
  Before we can complete your account closure we require any and all hardware to be returned back to Epos Now. We will arrange collection.
  
  We will complete this process as quickly as we can.
  Regards,
  Epos Now
  Payments Monitoring"

  
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Epos now falsifies claims that their sales representatives discloses terms and conditions & can produce no transcripts of the verbal transaction yet they somehow review your complaint. Review it to what? Never signed a contract and never took possession of your equipment yet you keep our money in limbo giving us the runaround. On top of charging us for services we don't even have. You're representative called Us we did not call them there is no way to see terms and conditions when you're talking to someone on the phone. The only thing that was said by your sales representative was the price for the equipment, the monthly price for the service and $0.10 on every credit card charge. You're representatives are there for nothing but pushing the sale no matter what you tell them that you're a mobile food company and you're not a stationary brick and mortar that receives a steady internet connection. That alone is enough for the representative to realize that you can't even use their services as they disclose after the fact yet this company brags about transparency.... Transparency is being honest upfront with your customers instead of just pushing the dollar. Epos Now practices unethical and deceptive principles.

  Business response

  05/29/2024

  Hi *****,
  

  Thank you for raising the issue you have experienced with your EposNow purchase. In instances where a customer wishes to dispute any aspect of their sale EposNow extensively reviews all calls and email communication based on the customers claims.

  If you wish for copies of calls you can perform a Subject Access Request, you would email this email address: **************************************** requesting the type of data you wish and then need to pass security protocol to validate you are the person associated with the data.

  You have mentioned that you are fully mobile and potentially don't always have internet access, we do offer another device that would accommodate this environment as it uses cellular service for connection - removing your issue of internet. We would happily accommodate sending this device out to you in place of what you initially purchased.

  With regards to terms and conditions, on the call you were quoted the upfront, monthly recurring costs & contract length of 36 months which has been fully validated during call listening and transcript analyzing.

  We would love the opportunity to work with you and ensure you receive the goods and services you need to support your business.

  If we can help in anyway please let us know!

  Kind regards 

  Customer response

  06/10/2024

  No they have not reached a resolution yet. We are yet to hear from them. We are now working with our bank for fraud. 

  Customer response

  06/10/2024

  Date Sent: 6/10/2024 3:53:12 AM
  No they have not reached a resolution yet. We are yet to hear from them. We are now working with our bank for fraud. 

  Business response

  07/01/2024

  Hi *****,

  We have provided transparency into what options you have available in our previous response, to which we haven't received a response from you. please see below:
  
  Hi *****,
  
  Thank you for raising the issue you have experienced with your EposNow purchase. In instances where a customer wishes to dispute any aspect of their sale EposNow extensively reviews all calls and email communication based on the customers claims.

  
  If you wish for copies of calls you can perform a Subject Access Request, you would email this email address: **************************************** requesting the type of data you wish and then need to pass security protocol to validate you are the person associated with the data.

  
  You have mentioned that you are fully mobile and potentially don't always have internet access, we do offer another device that would accommodate this environment as it uses cellular service for connection - removing your issue of internet. We would happily accommodate sending this device out to you in place of what you initially purchased.

  
  With regards to terms and conditions, on the call you were quoted the upfront, monthly recurring costs & contract length of 36 months which has been fully validated during call listening and transcript analyzing.

  
  We would love the opportunity to work with you and ensure you receive the goods and services you need to support your business.

  
  If we can help in anyway please let us know!
  Kind regards 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My first phone call with EposNow was about a year ago. On the phone, the rep promised me that the $29 per month fee would cover the fee for all credit card charges received. When I started getting a $95/month bill I spoke with someone who said they would look into it and that should it have been sales fraud I would be able to cancel my contract. A month or so later I received an email that said she had looked into my case and supposedly they had told me (email attached). I started to get charged an extra $39/ month if I was not using the machine for any 28 day period, which I did not know about until months later. I sent multiple complaints and tickets on their site about different things, which the customer service reps were mostly nice about, but would close out my 'ticket' complaints without resolving anything. I had a complaint several months back and was trying to work it out with a certain rep. ** called me around 6am the first day. The way Epos Now calls me is they call three times in a row, which turns off the do not disturb on my phone if it is on. I emailed this guy to ask him not to call me so early (email attached), but the next day he called me even earlier, 3 times in a row, as they do, so of course it woke us all up. I recently asked them how I can cancel my contract, which I already know that I have to pay off the remainder of my contract, but I have had 3 online chats with agents, an email and a scheduled call that they never followed through with. I apparently need to have a call, fill out a request they have not sent and be approved. I started paying them in July of last year and apparently my ******************************* November. All I am asking is to get out of this contract and am having so many issues. I am afraid that come November, they will not let me out and will claim I didn't cancel in time for the next 12 months or whatever BS they choose to make up.

  Business response

  05/29/2024

  Hi ******,

  Thank you for taking the time to reach out and share the issue you are experiencing with the cancellation of your account. We will be sad to see you go and want to know if there is anything we can do to turn your experience around!

  A member of our customer retention team will be reaching out today to assist with this.

  Kind regards 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Acc- ********** I bought EPOS system back in September 2021 through salesperson named ***********************, we talked about our needs and situations and did explain him about keeping it same that we have in place where we will be doing taking manual payment via eftpos, we never wanted an integration through our system to Eftpos machine. *********************** sent us a proposal and knew what we were looking for we negotiated and decided to go with final quote he sent us we did confirm over the phone about any changes he said no its just the software price has changed to $69 which previously was $49 with expensive POS machine. we went for cheaper unit and higher software pricing. we never had a conversation about integrating our POS with Eftpos machine we made it very clear to him and it was never stated it our initial quote about integration system.4Dec 2023 I called about 8pm to make a payment since my direct was declined due to car being expired. I called from ************ asked the lady to take a payment and remove protect care plan and she did state she will remove it since it's been 12 and I can remove it and not liable to pay any fee after keeping it for 12 months. I got told she will get it done and send me confirmation which some form to be filled out.It's really frustrating that no one takes accountability from your team to take action. I have sent few emails to complaints team and get no response.I have been told by your team member yes it can be removed but again there has been investigation going on my little complaints from last 4 months and no action has been taken. I have been sold something not fit for purpose after knowing my needs and situations.I have been paying $30 for my protect plan if it doesn't get it removed, I Will take this to court and where your team will be holding accountability for their words marked at the time of selling and again conversation, we had on 4Dec 2023.I want protect care plan to be cancelled and refunded **************

  Business response

  05/29/2024

  Hi *****,

  Thank you for raising this issue to us.

  We can confirm Protect Now has been removed from your account and we will refund you any protect now charges from Dec 2023 onwards for charges for that plan.

  Kind regards 

   

   

  
  

  Customer response

  06/08/2024

  Hello,
  

  Thank you for your email.

  6 months credit not enough for your mistake and breach of Compliance by your company and team member where my conversation by ******* clear with *********************** what I need and he sold me something which doesnt fit for purpose and I have been charged for that protect care plan for 2 years since 2022 March. 
  

  Credit of 4 months seriously, I have been chasing your company your own mistake from last 4 months and do you have any idea how much time and effort I have put in there. 
  So I demand credit for 2 years and compensation of my time and your breach of compliance othervise I will need to take this further I demand that call recording where I clearly mentioned to sales rep ***** my need and he planted something at the background which is clearly doesnt fit for its purpose. 
  

  I demand credit of last 2 years worth of $800 for protect care plan and  another $1000 compensation of my time spending for last 4 months trying to sort this issue. 
  if you cant agree on above solution I will need to take it to further, no one is willling to take ownership and accountability.

  I have been charged for something which I dont need and never ever use it. 
  I was stated very clearly before making a purchase. 

  I hope you understand this charges can lead to Fair Trading Act. 
  

  Hoping to hear positive outcome and hoping I wont have to spend anymore time on this matter. 
  

  Regards

  Varun

   

  Customer response

  06/08/2024

   
  Complaint: 21627468
  
  I am rejecting this response because:
  

  I have added my response please check on previous message.

  
  Sincerely,
  
  *************************

  Business response

  07/01/2024

  Hi Varun,

  As we have previously stated, we have cancelled your Protect Now plan and have your refund for the charges queued for processing as per your desired resolution.

  Kind regards 

  Customer response

  07/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me AS LONG AS CREDIT OF $800 gets applied thats what I have paid over 2 years for something not fit for its purpose and it wasnt my need. 
  

  $800 Credit I am happy and we can close off any credit lower then $800 wouldnt be acceptable.  please dont close this case. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a POS system from EPOS .on 02/14/2024 paid for the equipment on the card and the equipment was delivered on 02/19/2024.they have not been able to setup my POS as of 04/18/2024.I've emailed numerous times (90% of the emails go unanswered.. called numerous times, mostly after being on hold from one que to another the call drops after about an hr.I've been billed 3 times for the services that I have not been able to use.customer service is the worst I've come across in entire life.I would love for them to complete setting up the system , credit the billing charges for the last 3 months and a manager to call me back

  Business response

  04/25/2024

  Hi *****,

  Thank you for raising the issues experienced with the setup of your EposNow account.

  We can see you have recently been working with ******** in our onboarding team, do you still require any further assistance at this time?

  Kind regards 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased their system. They dont return calls. Emails or tickets. They continue charging for a service and provide no service. My business now has to close its doors since they have not paid me my money. Have not returned calls or provided the service they promised and that i paid for.

  Business response

  04/25/2024

  Hi ****,

  Thank you for raising the issue here with your EposNow account.

  Looking into your payout issue we can see a balance on your account for just short of $100.

  It looks like the issue is due to the payout account being set as an individual and not an LLC.

  We can quickly get this resolved for you if you are open to receiving our assistance?

  Kind regards 

  Customer response

  04/25/2024

   
  Complaint: 21566989
  
  I am rejecting this response because:
  We did over 2200 in sales that are showed. You paid 1040. Thats over a 1000 dollar difference. Unless your charges are over 50% which they are not i suggest you review your numbers again. 1040 went to my account. Abd llc has nothing to do with it. Yall were told its a dba individual account from the start. You tool well over a month to pay. And still havent responded to half the tickets. You tried to pay 500 to some account. It has no account number like the 1040 does. So like i say. I suggest you review again what you truly owe. 
  Sincerely,
  
  *******************

  Business response

  06/03/2024

  We are incredibly sorry if there is a discrepancy that large and will ensure we take the necessary steps to assist you with this matter. We will contact you tomorrow 6/4/2024 to assist you with this matter!

   

   

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

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