Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not received payout from the company. I stated using this ****** in July 2024. The company changed systems in March, I have not received a payment since March 11 2025 due to this company stating they lost my banking information. I have resent my banking information still getting and been trying to receive my payouts.

  Business Response

  Date: 03/31/2025

  Dear Latorious ******, 

  Thank you for raising the ticket and for bringing the account to our attention.

  Following a review of the account we can see case ******** has some current activity of the issues you are facing; but also there are others. I have reached out to the relevant departments to ask for updates as it looks that the issue is with Adyen and a ticket has been raised. We of course apologise for any inconvenience caused and aim to come back to you as soon as we can.

  Thank you

  ****** ******* - Global Complaints and Socials Manager

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23128962
  
  I am rejecting this response because: this business has been telling me this same response via phone since March 11th, today is March 31 and there is still no resolution, I have yet to receive any payouts in over 20 days. Epos Now is Nowv saying there is an issue with there card reader company (*****) a 3rd party. I just want my payout so I can cancel service with EposNow
  
  Sincerely,
  
  Latorious ******

  Business Response

  Date: 04/11/2025

  Dear Latorious,

  Thank you for the response. 

  Upon review we can see on the 4th April, the payouts look to be resolved and a colleague of mine has confirmed this with you and recent emailed (14 hours ago) to see how things are. We understand with payouts there can be an inconvenience caused, but please note we do our best to work as quickly as we can. 

  Thank you,

  ****** ******* - Epos Now Complaints and Socials Manager.

• Initial Complaint

  Date:03/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extra unnecessary chart done to my business account of 300 dollars while still waiting for the return.

  Customer Answer

  Date: 03/23/2025

  I have contacted also them and they said that my refund has been put under review, but not idea about the time for approval and to send back the money that should never be charged. It is incredibly how this company has act with such immunity against other small businesses and taking their money without any legal consequences. I hope that also could rate them in your website in order to make others aware of their actions.

  Business Response

  Date: 03/31/2025

  Dear ******* *******,

  Thank you for raising this with us and for bringing to our attention. 

  Following a review of the account we can see that under case ******** there is a refund for the $300 that is being charged and it is pending approval with management at current. All refunds or changes are subject to management review and approval; but I can confirm that the refund has been chased. 

  If you have any further questions please do not hesitate to reach out to ************************************* and if the refund has been rejected we will make contact with you. 

  Thank you,

  ****** ******* - Global Complaints and Socials Manager.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23040405
  
  I am rejecting this response because the payment should not been taken at all and I shouldnt wait over a month to receive it back. I have already placed a fraud alert with this transaction made by them and the bank is going to question them now and to get my money back. They should not be placed into your BBB system at all.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/11/2025

  Dear Ernest 

  Thank you for the response. 

  I understand your points, but also can confirm that we have been made aware of the chargeback with the bank and this has been adhered to and funds should be with you; as this was a chargeback the refund has been cancelled on our side. The account is now rectified and no further charges will be made. 

  Thank you 

  ****** ******* - Epos Now Global Complaints and Socials Manager

  Customer Answer

  Date: 04/22/2025

  HI BBB

  
  

  The Epos now has not paid back the money yet. I am still waiting for it.

  Business Response

  Date: 04/30/2025

  Dear Ernest 

  Following our recent last comment, we informed that no refund would be due as the chargeback has been actioned through your bank. Please speak with your bank regarding this. If you have any evidence of confirmation from your bank that the funds have not been returned, please email ***************************************************************. 

   

  Thank you 

  ****** ******* - Global Complaints & Customer Engagement Manager

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23040405
  
  I am rejecting this response because the business has not make the payment yet according to the bank.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear **** Madam, I run a business by myself the person who helped me set up the epos left and frankly we were not very happy with the service so we decided in december 2020 to go with a new POS system TOAST , I am going through hardship right now so I am looking closely at my bank account and I thought Epos charges were my current POS charges ...I cancelled online, I callled left a message. Then they called me and I asked to have some of the money back $171 per month for 4 full years they said sorry you should have cancelled (which I cannot remember doing or not) there was absolutely no activity for 4 years and they won't give anything back !!!! thank you ! *******

  Business Response

  Date: 03/25/2025

  Dear *******, 

  Thank you for bringing this to our attention and apologise for that this has been raised.

  We have reviewed your account with us and can see that this is now closed. However, to provide some insight of what we see on the account; the sale was made 2018 and in 2020 you state you moved over to another provider; we do not have any cases referring this and no longer have the calls to evidence as calls are only kept up to 12 months of a time under Data Protection. This being said, we can see that a case that show "Account closed" and this might be to do with the bank account, this is not regarding the account being cancelled. 

  We understand if you move over to another provider it can be confusing on charges however, we cannot locate any evidence that would support us issuing a refund for the charges made. We appreciate that the system has not been used since **************************************************** our control and payments could have been stopped with the bank. We understand that this may not be the outcome you had hoped for. If you would like to reach out further you can email ***************************************************************.

  Thank you 

  ****** ******* - Global Complaints and Socials Manager

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the system in August and finally got it set up today, it does not work it is a scam and they have been charging me monthly since august for a product that does not work

  Business Response

  Date: 03/25/2025

  Dear  ***** *******, 

  Thank you for bringing the account to our attention and sorry to hear of the complaint you have made.

  Upon review of the account we are unable to locate any cases that suggest of an issue being had with the Till system. We understand that the purchase was made in August and if there has been some delay on our side we most certainly apologise for. We will need to make direct contact to discuss the issues you are facing with the Till and see what we can do to resolve. At this stage, we would not be issuing cancellation or a refund and reserve the right to find out any issue a customer is having and find a way of resolving. 

  When we make contact it would be advisable that if you have any evidence ie; emails to show any contact with any agent we can review this accordingly. 

  Thank you,

  ****** ******* - Global Complaints and Socials Manager 

   

• Initial Complaint

  Date:03/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  called this company to inquire about pos systems for four business locations of mine. I was told I would receive equipment and begin my plan/contract with them. They have been withdrawing multiple payments from my bank account for service fees equipment fees and processing fees and I haven't even received any equipment or began processing merchants with them. When I tried contacting the company to cancel doing business with them they not only told me I have to pay the remainder of the 12 month contract fee but they also refuse to refund my bank account with any of the funds they've already withdrawn before we even began conducting business. I believe this company is operating solely as a scam to get business owners locked into a contract promising to do business and then not sending any equipment and forcing them to pay the contract fee.

  Business Response

  Date: 03/25/2025

  Dear ***** ******,

  Thank you for bringing the account to our attention and sorry to hear of the complaint you have made. 

  Upon review of the account of vapor smoke 3 under Complaint number CMP-*****, I can see that you had dealings with a previous colleague of mine ******* regarding a referral for the businesses and it was informed that yes this was discussed however, the business has its processes and would not allow the referral due to the business being the same business name with same owner name; the only time we would issue such referral funds is for a different business and owner name. 

  Looking at your accounts further we can see that; 

  0377354881 - Order has been delivered 

  0377354945 - Order has been delivered 

  0377354951 - Order has been delivered 

  0377354895 - Order has been delivered 

  The people you have been in touch with are correct you are within a 12 month terms and our terms are Business to Business, therefore if you wish to exit and we have not located any misselling on your account that requires cancellation, you are then liable for the remaining term and exit fee would be due. All monthly payments are made from the sale being made as a Implementation is a paid service; unless the sales agent as stated otherwise on deferring payments this is at a sales agents discretion.

  We are happy to work with you and would ask for you to reach out to ************************************* and we can review the accounts and suspend until the opening of your business does start trading or offer months free if you are still in the middle of training. 

   

  Thank you 

  ****** ******* - Global Complaints and Social Manager

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23007641
  
  I am rejecting this response because:
  I would like my money back and no further business with that 

  Entity
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/25/2025

  Hi 

  Thank you for the prompt response. 

  We have been made aware of the complaint being raised on your account as of today and we will be reviewing the claim raised there and following this a decision will be made. 

  Thank you,

  ****** ******* - Global Complaints and Socials Manager 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Epos Now was contracted with to provide POS, merchant services, and inventory management. As well as all Hardware, software and support required to implement the system. At no point in the first six weeks after signing with them was the system usable. This despite exhaustive attempts made by us to find a way. Their product is unusable in every aspect(Hardware, Software, and Support) They did not provide the product and service promised and are now billing us to cancel service.

  Business Response

  Date: 02/05/2025

  Dear *****, 

  Thank you for bringing your account to our attention and we are sorry to hear of the issues you have been faced with, to date. 

  Following a review of your comments and account we will be raising a complaint on our side, reviewing the account and if there is any failing on our side we can provided the necessary feedback and accountability. 

  Once the complaint has been raised you will get an automatic notification and it will be assigned to an agent, who will reach out accordingly to provide you with an outcome. We will do our best to work with you and of course would like to find a resolution to this matter. 

  We will be in touch in due course.

   

  Thank you,

  ****** Manning 

  Customer Answer

  Date: 02/05/2025

  Epos Now stated that they are going to contact me regarding this complaint and supply a resolution. As of sending this email I have not received a call from them, only an email acknowledging I made a complaint.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22868490
  
  I am rejecting this response because:Date Sent: 2/5/2025 12:27:10 PM
  Epos Now stated that they are going to contact me regarding this complaint and supply a resolution. As of sending this email I have not received a call from them, only an email acknowledging I made a complaint.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/31/2025

  Dear Brian 

  Thank you for the comment and for bringing this to our attention. 

  After reviewing your account we have located a previous complaint raised 2 months ago under CMP-19916 and the outcome of the complaint provided you with an outcome email that follows - 

  "Dear ***** R ******,
  We hope this email finds you well.
  We want to express our sincere appreciation for your patience and understanding as we've worked to address the concerns you raised in your recent complaint. Your feedback is invaluable to us, and we've taken your comments seriously in our efforts to improve our service.
  After a thorough investigation and careful consideration of all the details provided, we are pleased to inform you that we have reached a resolution regarding your complaint and it has been concluded as Upheld. Whilst we have come to this conclusion we can see that there are not a lot of notes confirming much training had from Implementation, but there are cases showing support from our Technical Support Team. We fully appreciate that the issues you have faced can cause an inconvenience and at this time, we will not be allowing cancellation but the offer is to have 1-2 months free of your Support License added to your account.
  We understand the importance of transparency in our interactions with our valued customers, and we want to assure you that we are committed to ensuring your satisfaction. If you have any further questions or concerns about the resolution provided, please respond to this email.
  Once again, we thank you for bringing this matter to our attention and for giving us the opportunity to assist you on this matter. We value your continued support and look forward to serving you in the future.
  Kind regards"

  I can see a response to the email to which we apologise for no response being had; this has just got lost. After reviewing your email I understand the points made and the offer we have here is the months free and for us to have someone from our Support Team get you up and running. We understand that there was a lack of support to start with as per the above and as per the above we can see our Support Team have assisted. Feedback is given but we would like the opportunity to fix the matter. 

  Look forward to hearing from you.

  Thank you

  ****** ******* - Global Complaints & Socials Manager 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22868490
  
  I am rejecting this response because: there has been no consideration to the loss of time and money I have absorbed on a product and service that didn't work as described and an implementation program that didn't work. I have since paid all the money requested to just have Epos Now out of my life.

  A free month of "training" was already offered to me and not honored. What good would any more be?
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/31/2025

  Dear Brian 

  Thank you for the prompt response. 

  I understand and am happy to look at the account and see what more we can do but as mentioned, we would like to arrange a call with our team for them to help assist further and get you up and running. Under our Terms and Conditions we reserve the right.

  The account will be reviewed and I will make contact with you via my email at ***************************************** and this will allow for all correspondence to be on your account directly. 

  Thank you, 

  ****** ******* - Global Complaints and Socials Manager.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: November 17, 2022 Products arrived: January 2023 Funds paid to the business: $8182.00 CAD EPOS Now, committed to providing a Point of Sale bundle including hardware, and software for my bakery and grocery store. I virtual meeting was initially done where myself, ******* ******** (an employee of the bakery) and ******** ***** spoke about what we needed their system to do. ******* and I were reassured that their system would be the right fit. Upon receiving the hardware we were told the scales that we currently had were not compatible and we need to buy new Magellan sales. We purchased these scales through EPOS. The scales only read in the Kg which we explained is a problem for our business and the scanner on the scale still could not read out barcodes. After countless hours of putting in our inventory, time spent on the phone try to fix the issues. We were told to send the scales in ******** to have them converted. The scales were sent to Magellan and we never got them back or a refund for the scales. I have tried to reach out to EPOS numerous times. Eventually they were willing to reimburse some of our monthly fees as the software was never used, but after many attempts at getting a refund they no longer respond to calls, emails or any type of of communication. Many have promised a refund and agree of the mistreatment and then no one follows up, or responds.

  Business Response

  Date: 02/05/2025

  Dear Jean 

  Thank you for bringing this to our attention and apologise for what you have been faced with, to date. 

  After a review of the account, it looks that the refund for $4,043.26 is pending with our Accounts Team and we will review accordingly and have this action as quickly as we can for you. Please note your account has been updated with all correspondence had.

  We apologise for any inconvenience and if you have any further questions you can reach out to us and we will assist. You are also welcome to email ********************************************************************************. 

   

  Thank you,

  ****** *******

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22853895
  
  I am rejecting this response because: this matter has been going on for foo long. I would like to have a date when this matter can be fully resolved. Can you please clarify what the approximately $4000 covers? I have tried to be patient with this matter, and have been tossed around enough.  Please provide a breakdown of what this money represents. 

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

  Business Response

  Date: 03/31/2025

  Dear ******, 

  Thank you for raising the complaint and for bringing the account to our attention. 

  Following a recent review of the account we can see that this is the second BBB complaint regarding the issue faced, and we apologise for this. Upon review the refund that was agreed with a Team Leader was for Partial refund T-3883294 for Scales = CAD $4043.26; this was declined from higher management. 

  All refunds are subject to management review and approval but what I have now done is updated and made clearer notes; this is now with management again and I will keep an eye on this. 

  We apologise for any inconvenience this has caused but remain dedicated to get a resolution to you. If you need to make contact you can email ***************************************************************.

  Thank you,

  ****** ******* - Global Complaints and Socials Manager 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22853895
  
  I am rejecting this response because: We have been communicating with EPOS for this refund for over 2 years. This is ridiculous that you are not willing to give a refund for a product that we no longer have, because EPOS requested it be sent back. I would like this to be finalized as soon as possible. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/11/2025

  Dear ******, 

  Thank you for the response. 

  I understand the points made, but with the first refund already being rejected and after reviewing the notes, we have clear notes to why the $4043.26 is what we believe is to be refunded. We apologise of course for any inconvenience or time this has taken. The refund is now with management again as per previous correspondence recently and we are waiting review.

  If you are unhappy with what has been re-raised, you are within your right to take this further to any means available and no necessary to you. 

  Thank you,

  ****** ******* - Epos Now Global Complaints and Socials Manager 

• Initial Complaint

  Date:01/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by a representative of ****** to sell me their program for my business of dumpster rental. I told the agent of ****** what I was looking for as a point on sale program. I explained to the agent that I want a platform where I could make payments on site because I don't have a storefront type of business. And the reason that I am looking to change is to eliminate the high percentage charge for credit card use. ****** saleperson stated that ****** would meet all my needs. First, It took POSNOW to setup a meeting time to set up the program. They tried setting up a meeting with training agents in ****** and ************** which presented a time conflict. When I received the equipment, I realized that the agent misrepresented the information that the equipment could forfill my business needs. So, I returned that equipment and went through their procedure of partipating an orientatation to cancel the service. First, they told me I owed for the equipment. I provided them with the Fed-X tracking slip. Now, January 18, 2025 a representative told me that I signed a *************************************************************************************Record will show that I never made any transaction on the equipment. What I am asking is for POSNOW to clear this account of a balance that I never created because they used fraudulent tactics to sell their products. To explain it plainly, the saleperson lied to obtained my business.

  Business Response

  Date: 01/22/2025

  Thank you for reaching out and sharing your concerns regarding your agreement with EposNow.
  
  After a thorough review of the sales communication and all relevant documentation, we can confirm that no misrepresentation or misselling occurred. The information provided to you during the sales process was accurate and aligned with the inquiries you made regarding your business needs. Our team ensured that the details of the solution, including its capabilities and contractual obligations, were clearly communicated.
  
  As such, we stand by our position that the agreed contract terms remain valid, and we are within our rights to require payment of the exit invoice as stipulated in the agreement. Our communication regarding these terms has been consistent throughout our interactions.
  
  Kind regards

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22828897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/23/2025

  The information that POSNOW stated is not accurate. The salesperson says that the unit was mobile which its not. What they did you had to provide financial and personal information before they sent the payment equipment. When the payment equipment arrived, I informed several people of POSNOW that I couldnt use the equipment for my business that my business goes to the work site. I needed to be to able to use it like Square point on  sale equipment.  That I changed from ****** because they took percentage cost out of my transaction. I then got Procharge that charges the customer high fees for credit card use. I was looking for something lower for the customer and plus being mobile. I explained that to the salesperson. The salesperson said that they had both plans. When the equipment arrived, I tried on several occasions to contact a representative from ******. This was very difficult. I even talked to a couple of representatives in **************. We were having a time problem. After trying to contact them on several occasions which caused excessive amount of time because I finally reached someone. The person that made contact was assigned to train me on the equipment. I told the person that the equipment is compatible to my business. I cant use it. Apparently POSNOW has a procedure of over the phone cancellation where you talk a POSNOW representative to cancel. It was a female that I talked to about the cancellation and sending the equipment back. There was never no mention of contract or subscription. I didnt sign anything. I gave them a blank check and my ID before they sent the equipment. They said that the service could only be activated only after Ive been trained. Training never happened because when I realized that I couldnt use their service , I told that their service doesnt comply to my needs.

   

  Business Response

  Date: 01/23/2025

  Hi There.
  
  I'm sorry but we did sell and ship you the mobile unit known as the Pro +. This is a handheld all in one POS and Payment Processing device capable of connecting via WiFi or 5G Cellular out of the box.
  
  We have provided you with the equipment you requested during the calls with our sales team at the agreed processing rate and monthly cost for services. If you require further training we will be glad to provide you with this to ensure you understand any aspects of the software or hardware that you are finding challenging.
  
  The only reason we have enforced your contractual terms and exit fee is you vocalized your only wish was to cancel your services. Should you wish to receive the training and support you have outlined as needing please let us know the best time and contact number to reach you on and we will ensure we support you fully.
  
  If your only desired outcome remains to cancel your account, ********************** must insist on your contractual obligations being met and the balance paid in full.
  
  Kind regards 
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22828897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/23/2025

  The point that I was trying to make was that I had **************** app but wanted to change because it charged my customers too much for credit card transaction. It is a mobile app for businesses with no office or building for customers to come. Your payment service only allows for store front applications. No out of the store transactions! Although I wanted fees allowed for my customers, you could not provide mobility for payment transactions. I advised the salesperson that I need to be able to make transactions in the field. Now, Procharge was an example to the payment service that I already had and still using because I can make payments in the field. I dont have a store, building or office where customers can make payments. I explained that to your salesperson. What you did have was low credit card charges. The only way that I could use your equipment would be to collect the customers information and take back home and then charge their credit card. Believe me most customers are not going to approve of that. If you check, I never ran no transactions on your machine. As soon as I realized the situation, I tried contacting someone about issue. Now, you dispute this but your organization is not easy to get hold of. I cant count the number of times that Ive been put on hold for long periods of time. My next move is to file a complaint with ************************************** and ************************. Someone will have to tell me that you cant cancel a service if the product doesnt work.

  Business Response

  Date: 01/27/2025

  Hi There,
  
  We listened extensively to the calls you had with your sales *** and the only functionality that was covered was the ability for the payment solution to be functional both in the field and at home which it can do. Using the 5G you can easily collect payments out in the field and using the Pay By Link feature you are able to send payment links to customers devices which allows them to securely pay the correct total for goods and services.
  
  This was all that was discussed and we have provided a solution that is fit for purpose based upon what you requested pre-sale.
  
  As such our stance if firm as previously stated.
  
  Kind regards 
  

  Customer Answer

  Date: 01/27/2025

  My position is also firm. I definitely am paying for something that didnt fit my business operations. Plus there was no statement made about subscription. I guess the best option for me is to file a complaint with ************************. They will require all a more detailed explanation on both of our part. 
  

  Thanks

  Customer Answer

  Date: 01/27/2025

  Date Sent: 1/27/2025 1:51:45 PM
  

  My position is also firm. I definitely am paying for something that didnt fit my business operations. Plus there was no statement made about subscription. I guess the best option for me is to file a complaint with ************************. They will require all a more detailed explanation on both of our part. 
  

  Thanks

• Initial Complaint

  Date:01/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we have been agreed for 19$ month but they are charging us 39$ per month.we should be received 300$ referral credit and we did not receive it either.they are not answering our phone calls nor emails for 2 months.

  Business Response

  Date: 01/14/2025

  Hi There,

  We apologize for the incorrect billing being setup on your account. We are amending this to the agreed $19 per month and refunding you for the difference on monthly payments made to Epos Now thus far.
  
  Kind regards 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22799584
  
  Thank you for your answer finally.

  We also did not receive our 300$ referral. I sent you my cousins and they also set up your system at their furniture store.

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

  Business Response

  Date: 01/16/2025

  Thank you for alerting us about the referral, what is the point of contact or business name of the customer you referred? We can then qualify their account and sync with our Referral team on sorting your referral pay out. 

  Kind regards 

  Customer Answer

  Date: 01/16/2025

  ***************

  ****************

  ste 103

  *****, fl 33127

  My point of contact is owner of the business Cem who is my cousin.

  They are using your software and equipment already.

  your people never help us or answer our emails.

   

   

  Business Response

  Date: 01/17/2025

  Hi There,

  I have received confirmation from our Referral Team that they payment for your referral will be made on 02/16/25

  Kind regards 

  Customer Answer

  Date: 01/20/2025

   
  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,
  
  ***** *****

  Customer Answer

  Date: 02/24/2025

  Date Sent: 2/24/2025 10:07:24 AM
  

  in the complaint we made EPOS NOW told us that they were going to pay us on feb 16th.

  they sent this message on BBB. They did not pay us. so this is basically same claim for them because they did not keep their promise

  Business Response

  Date: 03/25/2025

  Dear ***** *****

  Thank you for bringing this to our attention and we apologise for this current issues faced. 

  I have reviewed your account and it shows a refund of $57 was made on 10th March 2025 and should be in your account. As for the referral we can see that case ******** had been reopened with the comment of asking about the referral and we apologise that ***** has come back to you. We will review, reach out to the relevant team and make further contact with you on this through the case. 

  We will be in touch in due course and have recorded this matter on your account. 

   

  Thank you

  ****** ******* - Global Complaints and Socials Manager 

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From October 2024 -present day. They continually charge my card after I've spoke and written I do not want to have anything to do with this system nor this company. This a predatory company lying and finding behind small print. They got my card from the link and continually use it to draw fees every month. Even after I've ask to be released from contract.

  Business Response

  Date: 01/13/2025

  Hi ******,

  Thank you for sharing the challenge you have experienced with your Epos Now account. When you purchased the goods and services from us you signed and agreed to the Terms and Conditions which included a minimum term and payment amount. We are continuing to bill you as a result of this.
  
  If you no longer wish to use the service your options are either to continue to pay off the balance monthly until the minimum term end date or we can process your cancellation by taking the full amount upfront.
  
  We have attached your paid invoice which contains all the details on the contractual terms.

  Kind regards