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:23/06/2025

  Type:Product 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 last used CPOS for our merchant services back in 2022. I have confirmation emails from their advisors back then about full cancellation of our accounts and services from March 11, 2022.However without my knowledge CPOS was withdrawing funds from my account for services that we do not have with them via PAD, with no invoice, no communication for over a year since February 2024. It's only come to my attention in May 2025 because out of nowhere they emailed me an invoice for June 2025 and after speaking to my bank.I've obviously called them and emailed them and received very little communication, except that they are willing to refund 3 months only. They explained that this is standard policy for "clients" with disputes. However we are NOT clients, we have nothing to do with this company and they have taken money without authorization. I have not heard from them since after I told them I will not accept 3 months of compensation and here I am still worried that hundreds of dollars have been essentially stolen.

  

  Business Response

  Date: 26/06/2025

  Dear Better Business Bureau,

  We are writing in response to the complaint filed by our valued customer, Pho Mi 99 Heartland, regarding their account status and billing. We appreciate the opportunity to address these serious concerns and sincerely apologize for the significant inconvenience, frustration, and financial distress our customer has experienced.

  We have conducted a thorough internal investigation into the account history, and our findings are detailed below:
  Account Identification:
  Customer Name: Pho Mi 99 Heartland
  Relevant MIDs: **********, **********, **********

  Timeline of Events and Findings:
  Original Cancellation Confirmed (2022): Our records confirm that a cancellation request was received on Wednesday, January 12, 2022, at 5:15 PM. We subsequently confirmed the account's cancellation on Wednesday, April 6, 2022, at 4:23 PM. This confirms the customer's assertion that services were cancelled years ago.
  Erroneous Billing Identified (*********): Despite the confirmed cancellation, the customer's account was erroneously charged under two of their three Merchant IDs. We acknowledge that the third MID ***********) did not incur any charges.

  The details of the incorrect charges are as follows:
  MID: ********** - Total Erroneously Charged: $213.57
  Feb 2024: $30.51
  March 2024: $30.51
  April 2024: $30.51
  May 2024: $30.51
  June 2024: $30.51
  July 2024: $30.51
  MID: ********** - Total Erroneously Charged: $244.08
  Feb 2024: $30.51
  March 2024: $30.51
  April 2024: $30.51
  May 2024: $30.51
  June 2024: $30.51
  July 2024: $30.51
  Aug 2024: $30.51
  Sept 2024: $30.51
  Customer Communication and Internal Handling:
  May 31, 2025 (4:32 PM): Customer emailed regarding an unexpected invoice.
  May 31, 2025 (5:04 PM): Our team responded requesting the invoice.
  May 31, 2025 (5:12 PM): Customer sent the invoice.
  May 31, ********** PM): We confirmed with the customer that they had no active service and committed to an investigation.
  May 31, 2025 (5:27 PM): Our team spoke with the customer.
  June 2, 2025 (Monday): Customer attempted to call us.
  June 11, 2025 (12:14 PM): Customer emailed to chase status.
  June 11, 2025 (3:20 PM): Our team spoke to the customer, identifying that one of his accounts was still showing active on our CPOS portal, resulting in this billing. We advised that we would immediately cancel the payment and check with management on reimbursement for Feb 2024-till date payments.
  June 11, 2025 (3:32 PM): Internal email sent to management for approval.
  June 16, 2025 (3:46 PM): Customer emailed again to check on the status.
  June 16, 2025 (4:51 PM): Our team contacted the customer, asking for some more time to deal with the issue.
  June 17, 2025 (3:56 PM): Our team spoke to him again, initially informing him that only three months could be refunded. The customer then stated they would send the 2022 cancellation email as proof.

  Resolution and Proposed Solution:
  Upon thorough investigation, we confirm that the charges applied to MIDs ********** and ********** from February 2024 through July/September 2024, totaling $457.65 ($213.57 + $244.08), were indeed erroneous due to an internal system error where an account remained active despite confirmed cancellation. We also acknowledge the inconvenience caused by the initial miscommunication regarding the refund amount and the delays in resolution.
  To fully rectify this situation and as a commitment to customer satisfaction, we have already informed the merchant that we will process a full refund of the entire $457.65 erroneously charged to their account, to which they have agreed. This refund will cover all unauthorized deductions identified.
  We sincerely apologize again for this significant oversight and the frustration it has caused. We are implementing additional checks to prevent such errors from recurring.

  We will proceed with processing this full refund immediately and will provide the customer with confirmation once it has been completed.

  Sincerely,

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

  Customer Answer

  Date: 27/06/2025

  Complaint: 23506007
  
  I am rejecting this response because: In regards to the response received from the business, the amount they have calculated does not include payments taken from October 2024 to present day. I still have bank withdrawals dated Oct 15, 2024, Nov 14, 2024, Dec 13, 2024, January 14, 2025 ,February 12, 2025, March 11, 2025, April 11 2025 all with $30.51 withdrawals. In addition April 28 2025 withdrew $33.90 and May 9, 2025 withdrew $64.41. Therefore there is still the amount they owe me of $311.88
  
  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/07/2025

  Dear Better Business Bureau,
  We are writing in response to the merchant's rejection of our previous resolution, specifically their assertion of additional charges from October 2024 to the present day, which they claim were not included in our initial refund calculation.

  
  We appreciate the merchant providing specific dates and amounts for these alleged additional withdrawals (Oct 15, 2024, Nov 14, 2024, Dec 13, 2024, Jan 14, 2025, Feb 12, 2025, Mar 11, 2025, Apr 11, 2025, all for $30.51; plus $33.90 on Apr 28, 2025, and $64.41 on May 9, 2025, totaling an additional $311.88).
  As previously detailed, our thorough internal investigation identified erroneous charges under MIDs ********** and **********, covering the period from February 2024 through July/September 2024. To fully rectify this, we have processed a full refund of the entire $457.65 erroneously charged to the merchant's account. This refund will cover all unauthorized deductions identified and will be reflected in the merchant's statement next month.

  
  However, based on our current records, we are unable to find corresponding charges for the specific months and amounts the merchant has now listed from October 2024 onwards.

  
  To allow us to fully investigate these additional alleged withdrawals and ensure a comprehensive resolution, we have requested the merchant to provide screenshots of their bank statements clearly showing these specific withdrawal dates and amounts from October 2024 to the present day.
  Upon receipt of this documentation from the merchant, we will promptly re-investigate their account and address any further discrepancies.

  
  We sincerely apologize for the ongoing frustration experienced by the merchant and remain committed to resolving all outstanding issues.

  
  Sincerely,

  Customer Answer

  Date: 02/07/2025

  Added screenshots of the additional unauthorized withdrawals in addition to the ones previously quoted by the business.

  Customer Answer

  Date: 03/07/2025

  I have previously sent them the requested screenshots of my bank statement showing the withdrawals with the dates in question. I've also submitted the screenshots to BBB in a previous message as well. This current message is to reiterate that I've sent the needed proof previously to both CPOS & BBB. I also want to bring attention to the fact that CPOS has said they have issued a refund to us. I have yet to receive any refund from the company.

  Customer Answer

  Date: 03/07/2025

  Complaint: 23506007
  
  I am rejecting this response because: although there is progress being made from CPOS acknowledging that they have made fraudulent withdrawals, I am still waiting for the response to outstanding amounts that they did not include in their investigation. I have previously mentioned said dates, and also provided screenshots of the withdrawals from my bank account at TD. Therefore I am waiting for CPOS to continue into their investigation and issue the full refund. They also stated that they have already processed a refund in the amount of $457.65 however I have yet to receive any amount of money from CPOS.
  
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/05/2025

  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.

  This company after cancellation of services over three months ago actually from day, one of January 2025 has been taking double payments from my accounton April 24 March 25 February 25 without authorization. I have emailed I have called. Ive spoke to a representative finally that stated that everything wastaken care of this now still see That deductions not once but twice a month is being deducted from my account. I would like my money back and I would like to have to do with this company ever again.

  

  Business Response

  Date: 20/05/2025

  Dear Better Business Bureau,
  
  This Email serves as our response to the complaint received from Mr. ************************* regarding services provided to his business, Premier Fresh Auto Spa . We have thoroughly reviewed Mr. ******** concerns and our internal records related to his account.
  
  Mr. ****** signed up for our services in January 2025. The initial Merchant Identification Number (MID) assigned was **********, approved on January 27, 2025.
  
  We acknowledge the following key events and issues that contributed to Mr. ******** dissatisfaction:
  
  Terminal Miscommunication and Exchange: While the initial MID was being processed, a request to update the address with the correct unit number was made on January 28, 2025. The first terminal (*******) was delivered on February 3, 2025. On the same day, Mr. ****** informed us that this was not the dual-screen Poynt terminal he was expecting based on the sales presentation. A request for the Poynt terminal was immediately initiated.
  New MID Assignment and Installation Delays: On February 4, 2025, a decision was made to assign new (Merchant ID) MIDs to swap the terminal and a new application was sent for esign for  a new account.. The new MIDs assigned were ********** and the Converge MID **********. An installation ticket was created on February 5, 2025. Attempts to contact Mr. ****** for installation on February 5th and 6th using the phone number ************ were unsuccessful, and an email follow-up was sent. Mr. ****** reported not receiving a call and not having the terminal on February 6th. While the correct address was on file for the old MID, we acknowledge we could have utilized this information more efficiently.
  Installation Scheduling Challenges: The new Poynt terminal was received by Mr. ****** on February 7, 2025. Subsequent attempts to schedule installation involved multiple email exchanges and phone calls between February 7th and February 13th, 2025, with several instances of rescheduling on Mr. ******** part. Installation of the terminal and CPOS register was finally completed on February 13, 2025, at approximately 10:41 AM.
  Website Feature Requests and Development: Following installation, Mr. ****** provided detailed notes on February 13, 2025, regarding specific website features he desired. A training session was initially scheduled and subsequently rescheduled multiple times. Mr. ****** later expressed his understanding that we would manage his main website and inquired about using Converge for booking and online ordering. We informed him we would investigate these requests. A website folder was provided to Mr. ****** on February 26, 2025.
  Cancellation Request and Website Concerns: On February 26, 2025, Mr. ****** requested to cancel his account, stating the provided website was basic. Despite attempts to connect, a scheduled call for March 4, 2025, went unanswered, as did multiple attempts on March 5, 2025. A formal cancellation request call was received on March 5, 2025.
  Reason for Cancellation: The client was under the impression that we will host his main website which we do not. He was also not happy about the dual charges. But the main reason was that we dont take full responsibility of the website and he is already using square to process payments so doesn't need us for just payments.
  Non-Renewal and Restocking Fee Concerns: Mr. ****** expressed dissatisfaction with the non-renewal and restocking fees upon returning the closure form on March 24, 2025. While the closure form was acknowledged, his concerns about the restocking fee were not immediately addressed. He was later informed on April 7, 2025, that a restocking fee of $113 (for two terminals) was required for the return. This was subsequently corrected to $56.50 for one terminal.
  Billing Errors: Our investigation has revealed that Mr. ****** was incorrectly charged multiple times. Specifically, charges on February 25th, March 20th, and April 24th appear to have been duplicated.
  Our Findings and Resolution:
  
  We sincerely apologize for the series of miscommunications, delays, and billing errors Mr. ****** experienced. Our internal review indicates several points where our processes fell short, including:
  
  Inefficient communication and coordination between departments regarding the address update and terminal exchange.
  Delays and confusion in scheduling the installation.
  Lack of timely follow-up regarding website feature requests and training.
  Errors in billing, resulting in duplicate charges.
  Insufficient clarity and follow-up regarding the restocking fee.
  To resolve this complaint fairly and promptly, we will take the following actions:
  
  Full Refund of Duplicate Charges: Mr. ****** will receive a full refund for the duplicated charges:
  $143.51 charged on February 25, 2025
  $143.51 charged on March 20, 2025
  $56.50 charged on April 24, 2025
  
  And will also receive a refund of the monthly bill for the month of March as a good will gesture as it took time for us to identify the reason for the dual charge and rectify it. 
  
  $143.51 charged on March 20, 2025
  
  Total Refund: $487.03
  
  Restocking Fee Waiver: We will waive the restocking fee of $56.50 for the returned terminal, acknowledging the initial error in sending the incorrect terminal.
  Process Review: We are undertaking an internal review of our communication, installation scheduling, and billing processes to identify areas for improvement and prevent similar issues in the future. This includes better inter-departmental communication and more rigorous checks for billing accuracy.
  We are committed to providing excellent service to our clients and regret that Mr. ******** experience did not meet these standards. We hope that the actions outlined above demonstrate our commitment to resolving this issue fairly.
  
  We will contact Mr. ****** directly to inform him of the refunds being processed and to apologize for the inconvenience caused.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,

  CPOS INC

• Initial Complaint

  Date:22/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Sales representative Mr. ***** completely misrepresented the company by telling me that I would be charged $140 a month for an integrated system, that I could try for one month without any commitments. Right after I signed the contract they started charging me not only the 140 a month but an additional 183. The system was never installed as someone was supposed to call me on March 10th but never did fro installation. I was still charged on March 20th and again on April 14th for the same amounts (143 and 183). I tried to cancel but they won't send a packing slip for me to return the terminal and hence will continue charging me. I have called the billing department but no one calls me back or understand where the extra charges are coming from.

  

  Business Response

  Date: 01/05/2025

  Dear Better Business Bureau and Ms. ******************** you for bringing these concerns to our attention. We acknowledge and understand Ms. ******** frustration regarding the issues with her account, and we sincerely apologize for any inconvenience or miscommunication she has experienced.

  DBA: Licious Italian Food and Catering

  MIDs: ********** - **********

  We have carefully reviewed Ms. ******** complaint and our records, and acknowledge the following points:
  
  Mis***resentation of Services: Ms. ****** alleges that our sales ***resentative, Mr. ****** mis***resented the terms of service, specifically regarding monthly charges and the free month.
  Investigation: Our records indicate that Ms. ****** signed the application on January 31st. The account with Elavon was approved on February 7th, and our initial contact attempts were made on February 7th (no response), February 10th, February 18th, February 19th, February 20th, February 25th, and February 27th via phone. These calls were followed up with emails. Ms. ****** became responsive via email, and on February 27th, provided a different contact number after confirming that the number ************ was correct. On February 28th, Sales Representative ***** indicated he would visit the restaurant on Saturday March 1st for installation. ** has also promised the client to offer 1 month No monthly fee, but this was not informed to accounts as per process.
  Billing Disc***ancies: Ms. ****** states that she was charged $143.51 per month, plus an additional $183.06, despite being quoted $140, and that these charges began before the system was installed.
  Investigation: Our investigation indicates an error on our end. A second MID was incorrectly created as a full MID with Talech solution, resulting in the $143.51 charge. This was intended for a Converge account at $0 cost.
  Installation Issues: Ms. ****** ***orts that the scheduled installation did not occur.
  Investigation: The last update from Sales Representative ***** on February 28th indicated an in-person installation on the following Saturday  March 1st   . We received a call from ***** on Monday,March 3rd,  confirming equipment details, indicating his visit on Saturday, March 1st, and a request for Talech Premium to be added to their CPOS register bundle. A training call was scheduled for March 10th. The install agent attempted to reach Ms. ****** twice in the morning and twice in the evening on March 10th, reaching only voicemail. Ms. ****** stated she did not receive these calls. The contact number was re-confirmed via email with no response. It appears Ms. ****** believed Sales Representative ***** would return in person on March 10th for training, rather than a scheduled training call. We called again on March 11th, and Ms. ****** requested a call back later and confirmed her availability between Mondays and Fridays, from 9:00 AM to 11:00 AM. Talech Premium credentials were sent on March 17th. On March 27th, Ms. ****** informed us that they were using Moneris (contract until November) and could not cancel. She stated there were no POS issues. The dual charge was brought to our attention, and a screenshot was requested (provided March 27th). On March 28th, Ms. ****** requested device pickup. Further calls on April 1st and 2nd went unanswered.
  Cancellation Difficulties: Ms. ****** has experienced difficulty in canceling her account and obtaining instructions for returning the terminal.
  Investigation: A cancellation request was received on April 2nd, and a call was placed the same day. Ms. ****** mentioned the dual charge, and we requested 24 hours to investigate. No further contact was made to the client. On April 9th, Ms. ****** inquired about the status, and the request was moved to the cancellation team. Cancellation policy (60-day non-renewal and $50 restocking fee) was emailed. On April 10th, Ms. ****** had emailed about these fees. The closure form was sent and returned on April 11th. The serial number was received on April 14th. We informed Ms. ****** that the return label would be sent shortly. On April 17th, Ms. ****** followed up, and we informed her that the return label would be provided upon payment of the restocking fee, which she disputed (having been charged on April 14th). On April 17th, escalation was initiated. On April 22nd and 23rd, calls were made to Ms. ******* during which she indicated her intent to file a BBB complaint. On April 23rd, a manager called and confirmed dual charges for February, March, and April, and was also informed by ********* that the ** offered one month free. The return label was requested on the same date. Elavon tracking was initiated, but the full tracking number is not available.
  

  Conclusion:
  Based on our investigation, we have identified the following:
  
  A billing error occurred on our end, which should have been identified and resolved promptly upon initial client complaint.
  Multiple attempts were made to contact the client for installation and training.
  The sales ***resentative provided inaccurate billing information, and the dual billing issue was not properly explained.
  The retention team's handling of the ticket was delayed and ineffective.
  The handover to the cancellation team was not properly executed.
  Sales *** confirmed that ********* should have been charged effective March, but they failed to inform this to the accounts team.
  Solution Offered to the Client:
  
  To resolve these issues, we are offering the following:
  
  A full refund of the dual charges $143.51 x 3 incurred in February, March, and April and the Refund for the charge on the month of Feb for $183.06. Total amount to be refunded: $613.59.
  Imediate closure of the account.
  Provision of the terminal return tracking number Purolator Call tag # ************ (status delivered) and Return Call Tag # ************ (status delivered).
  We are committed to resolving this matter to Ms. ******** satisfaction and improving our processes to prevent similar occurrences.
  
  Sincerely,

  CPOS INC

  Customer Answer

  Date: 01/05/2025

  Complaint: 23236375
  
  I am rejecting this response because:
  
  The system was never properly initialized from CPOS. The *** mis***resented the process stating someone would come in and help me, not a phone call. No transactions was ever processed and the time and energy to figure out the billing issues surpasses the charges CPOS wants to process from my end. Considering that as a client there were no services rendered, mis***resentation from the ***, accounting errors and time spent on my end to get these errors rectified I should not be charged for March and April. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 14/05/2025

  Dear BBB and Ms. ***************** explained in our initial response, there were some mistakes on CPOS's end. However, we also made several attempts to contact the customer via phone calls, SMS, and emails to set up the system as quickly as possible, but the customer was unreachable (screenshots were shared in our first response).
  
  As a result, CPOS processed a refund of $613.59 yesterday. The customer should receive the amount within 3 to 5 business days.
  
  Thank you,
  

  CPOS INC

  Customer Answer

  Date: 16/05/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:27/01/2025

  Type:Product 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.

  Basically they are scammers. I cancelled my service due to customer service inefficiency. The Toronto sales rep ***** **** said we could cancel anytime. I canceled and they are still stealing money out of my account. They never fully installed the system. I never signed any contract. They never trained my people. I have sent numerous emails to their customer service department and to ********************* boss **** ******* and they don't answer my emails. When I asked Mr. **** about the price he said everything was included in the monthly fee but not only is CPOS stealing from my account but Elavon is taking money out of my account as well. Meanwhile I have their equipment in boxes taking up space in my store and I can't even get the return instructions sent to me.

  

  Business Response

  Date: 05/02/2025

  February 5th, 2025
  Good Day,
  
  Please consider this letter as an acknowledgment of and response to the above-referenced Better Business Bureau (BBB) ******************************** Regions, ******, request for assistance, received by CPOS Inc.
  
  At CPOS, our priority is always to support our clients in achieving success. We take it very seriously when something goes wrong, and this case is no exception. To provide better service, we continuously work on improving our internal processes.

  We reviewed this case in detail to provide all the required information.

  Client signed the agreement on October 11th, 2024.

  On October 18th, the Sales Representative **** intended to conduct an in-person setup and installation. However, before proceeding, the representative needed to verify whether the system had been onboarded by Talech. As this had not been completed, we escalated the request to Talech for prioritization.
  
  On October 21st, we confirmed with the representative that onboarding had been completed. The representative then informed us that they were proceeding with the installation.

  The next day, on October 22nd, we observed a transaction from the terminal for $56.32, confirming that the installation was successful. On the same day, the representative emailed us, requesting a training call be scheduled for the following day between 12:00 PM and 5:00 PM (EST). We contacted the client on October 22nd to schedule the training session, and the client confirmed availability for October 23rd at 2:00 PM (EST).
  
  On October 23rd, we called at 10:30 AM to reconfirm the training session and verify whether an Ethernet cable was available. At that time, the *** who was on-site, confirmed that the installation had been completed and that they were available for training from 10:30 AM to 12:30 PM. However, the ** stated that additional training and installation were unnecessary and requested only a follow-up call on Friday to finalize any remaining tasks.
  
  Subsequently, on November 1st, we attempted to contact the client twice. The first call was unsuccessful due to a line issue, and during the second attempt, we reached a staff member who took a message regarding signing the *** form for the printer. We followed up again on November 4th and spoke with ****, who confirmed she would complete and send the form.

  On November 5th, we called again to check the status, and the client informed us that ***** **** would provide an update on November 7th.
  
  On November 12th, we contacted the client again to offer assistance or training. The client indicated that training was not required at that time and that they would contact ***** **** when ready, as they needed to complete their inventory list first.

  On November 26th, the client sent the inventory list, and on November 27th, we called to verify menu details, confirming that we would follow up once the menu setup was completed.
  
  On December 2nd, we reached out to assist with the Talech registration and menu setup. The client requested a callback on December 11th at 2:00 PM, as the current week was not suitable. We sent an invitation accordingly.

  On December 4th, we contacted the client to assist with CPOS credentials, but they were unavailable. We were advised to call back at 6:00 PM. When we called at 6:00 PM, the client informed us that they were busy and ended the call. We subsequently sent an email with the necessary details, to which the client later responded, confirming that the account had been created.
  
  On December 11th, as per the clients request, we contacted them to assist with menu setup. However, the client mentioned that the ** would be responsible for completing the setup and training. When asked if an appointment had been scheduled with the *** the client stated that it had not been arranged yet but that they would reach out to the ** directly to coordinate.
  
  We scheduled another installation call for December 20th. However, on December 16th, we received an email from the client requesting a cancellation, which was close to the billing cycle.
  
  Resolution Offered
  Upon receiving the cancellation request, we contacted the client to apologize for any inconvenience caused and offered a refund for the monthly subscription charges of ******* 2025, from both our company and ******. The client accepted this offer and requested confirmation via email.
  
  However, when processing the refund, we discovered that the clients monthly subscription charge for ******* had not been processed, and only ****** had charged them. As a result, we informed the client that we could only refund the amount charged by Elavon, which was $47.61. Additionally, we waived the 90-day non-renewal notice and the $50 restocking fee per device as a goodwill gesture.
  
  The client later requested a refund for December. Given that the cancellation request was submitted on December 16thvery close to the billing cyclewe informed the client that a refund for December could not be processed. However, we reiterated our offer to refund any charges for ******* and February (if applicable) while maintaining the waiver of the 90-day notice period and the $50 restocking fee per device. Furthermore, we provided the client with a copy of the signed contract, which clearly outlines the requirement for a 90-day non-renewal notice and the restocking fee per device.
  
  The client has since stated that they will continue to escalate the complaint until a satisfactory resolution is provided and that they will not contact us until they receive the return label. Please note that, according to Elavon, an email containing the return label was sent to the client on ******* 30th. However, as the client has denied receiving it, we have requested that it be sent again.
  
  Final Offer
  We believe we have provided a fair resolution by:
  
  Waiving the 90-day non-renewal notice.
  Waiving the $50 restocking fee per device.
  Offering a refund of the $47.61 charged by Elavon for *******.
  Offering a refund for any potential charges incurred in February.
  As the clients ******* subscription charge from us was not processed, a refund from our end is not applicable. Additionally, given that the cancellation request was submitted close to the December billing cycle, we are unable to provide a refund for that month.
  
  We appreciate the clients understanding and cooperation. 
  
  Sincerely,

  CPOS INC

  Customer Answer

  Date: 05/02/2025

  Complaint: 22865680
  
  I am rejecting this response because:
  I have not received the return labels yet.  When I receive them and the equipment is no longer in my store and I have received the refund from Elavon for the ***** then I will close the complaint.  I never received the email with the return label or any box as stated by ******.  This is just another delay tactic in order to take more money out of my account. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 14/02/2025

  February 14th, 2025
  

  Good Day,

  The client received our call tag and shipped back our terminal, which is in transit.

  The refund for $47.46, amount charged in January, is added to our following billing cycle. It will be deposited the first week of March.

  We appreciate the clients understanding and cooperation. 
  
  Sincerely,
  
  CPOS INC

• Initial Complaint

  Date:06/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  CPOS uses high pressure tactics on the phone and deceiving plan names that are in fact non compatible with what the actual needs of the customers are. They advertised a free payment terminal in their paid ads, but charged $130 installation fees when no installation was required for a portable device. They also failed to provide a plan that would work for the customer and when the customer asked the cancel immediately upon going over the plan they refused and said that the customer will be charged for 3 months ahead and for cancellation fee. There is no management or one person who is dedicated to the account, the information is being passed around to random people without solution.Overall, the business practices of this company are very intimidating and financially deceiving. There is no one to escalate to, and apparently many people were scammed by this company. This company needs to be accountable as they are also dealing with sensitive financial and personal information of their clients and prospective clients.

  Customer Answer

  Date: 07/01/2025

  This is CPOS' offer for a free terminal pictured that I responded to. Instead, they charged a $130 fee. Even before it was shipped to us, we requested a cancellation as we were told that there are no cancellation fees. The terminal was never used as it the sales *** misinformed us on the plan that would be included. This terminal is designed for restaurant usage, and without a proper Talech plan it is of no use to us. We advised their teams NUMEROUS times of this, but they do not provide a solution and want to charge cancellation fee and are forcing us to keep the device for ************************************************* not. We have never encountered a company with such poor customer service and high pressure tactics, not to mention false advertising that they use to lure small business owners. As soon as you respond to this offer, they do not let you off the phone until you set up all finances with them PRIOR to even seeing the terminal or whether it is usable for the business. 

  

  Business Response

  Date: 13/01/2025

  January 13th, 2025
  Good morning,
  
  Please consider this letter as an acknowledgment of and response to the above-referenced Better Business Bureau (BBB) ******************************** Regions, ******, request for assistance, received by CPOS Inc.
  
  At CPOS, our priority is always to support our clients in achieving success. We take it very seriously when something goes wrong, and this case is no exception. To provide better service, we continuously work on improving our internal processes.
  
  Upon reviewing the sales call, I observed that the sales representative did not use high-pressure tactics and mentioned the cancellation policy. However, it is true that the client's specific needs and the proposed solutions were not thoroughly discussed. I have already brought this matter to the sales manager's attention to ensure it is addressed appropriately.
  
  In light of this, we have decided to waive the cancellation notice and restocking fees. A return tag has also been generated and sent to the client. The account MID ********** is officially closed.
  
  We sincerely apologized to the client, who accepted the proposed solution.
  
  Sincerely,
  CPOS ***

  Customer Answer

  Date: 14/01/2025

   
  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.
  I am awaiting their return tag still so return is still pending. I trust that the business will do as they said.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:17/09/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Cpos told me I would not have to make no payment for 1 month of service. Within the first month they never got me online with the *** system and couldn't even get my companies name correct on their system. With our the companies correct name I could not sync with the online system which was through ******* who was the ones licensed through. I emailed say please stop and cancel. I was told they would do an investigation. I immediately called and said I don't need an investigation please put a stop or a pause. I was told they would. I got charged. I was told there customer service did not tell me the actual truth, which was you don't get Bill at the start of the month but you get billed at end of the month. So technically I did have first month free. I said please cancel immediately and refund me. I told them you have not even set up the system and I have not used the system. They said I see that you have not and we can get you on a plan that will hold your plan for $5 a month and then we will apply a $5 discount which will make it free till we resolve this issue. I went back and looked at my account while still send emails and they are investigating there was another charge. This is a continuous process with this company. I can not resolve this issue and the only response is they are doing an investigation.

  

  Business Response

  Date: 20/09/2024

  September 20th, 2024
  Good morning,
  
  Please consider this letter as an acknowledgment of and response to the above-referenced Better Business Bureau (BBB) ******************************** Regions, ******, request for assistance, received by CPOS Inc. regarding cancellation and refund. CPOS Inc., a wholly owned Canadian subsidiary, provides payment card transaction processing services to businesses that contract with CPOS Inc. for processing services, enabling them to accept various types of payment cards for the goods and services they offer.

  Following the completion of our investigation, CPOS has decided to issue a refund of $143.51 to the client for the charges processed on September 4th. This decision was made because the client contacted us on August 20th to request a halt to these charges. On August 29th, we offered a bundle downgrade, which the client accepted. However, due to changes implemented in our system, this update was not reflected in our CRM, resulting in the client being charged the original amount of $143.51 on September 4th.

  Additionally, CPOS has decided to waive the 90-day notice period and the restocking fee outlined in our cancellation policy, in consideration of the inconvenience caused to the client.

  This information was communicated to the client via email on September 17th, followed by a phone call on September 18th. During the call, the client confirmed receipt of the email and accepted our proposed solution. A refund of $143.51 was processed on September 18th. On the same day, both accounts, ********** and **********, were closed, and an empty box with a return shipping label was dispatched to the client to facilitate the return of the terminal and finalize the closure process. Closure case number ****** will remain open until the payment terminal is returned, which constitutes the final step of the process.
  
  Sincerely,
  CPOS INC
  

  
  

  Customer Answer

  Date: 24/09/2024

   
  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,
  
  **** *******

• Initial Complaint

  Date:10/07/2024

  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.

  II was interested in finding better rates. I noticed cpos asked for an app to help get back **** and Mastercard fees, so I reached out. A sales rep named ******** texted me about my inquiry and pricing. When I was told that the money fee for the machine was going to be $93, I said to him it was kind of expensive since Im with Clover, like 30 or 60 bucks. I think Ill be switching because cpos was high, so he must have wanted to sell because he made promises that weren't true. He told me I could try the system for free for 2 months to see if I like it; if not, send back the machine. I had money in my account for insurance, not knowing cpos was going into my account on the first of the month, so both cpos and insurance go in my bank account at the same time. Now I am stuck with paying 2 NSF fees. I have been trying to speak to a manager supervisor at cpos since last week when I found out about these charges. None of the sales reps or customer service reps are taking this matter seriously; they put me on hold. When I asked to speak to a supervisor come back saying she talking the supervisor on the next line when i ask to speak to him or she which is my right all of sudden none available.

  

  Business Response

  Date: 23/07/2024

  We have contacted the client to clarify the situation, resolve any billing issues, and uphold any commitments made by our agents.

• Initial Complaint

  Date:18/03/2024

  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.

  I was called about 3 times a week from them telling me I needed This card reader for my business. I figured I would try it out. I have cancelled my account almost 1 year ago and they just keep charging me $28.35 randomly I called them to tell them to stop but they just keep doing it they are a complete scam. No one is held Accountable and I told my bank to block there charges. They owe me hundreds of dollars. I am very disappointed in the sales people that lie right to you to sell it.

  

  Business Response

  Date: 09/04/2024

  Good day,
  
  Please allow this letter to serve as an acknowledgement of and response to the above referenced Better Business Bureau (BBB) of *******, ****** request for assistance received by CPOS Inc. regarding refunds not rendered. CPOS Inc., a wholly owned subsidiary Canadian corporation, provides payment card transaction processing services to businesses that contract with CPOS Inc. for processing services, allowing the businesses to accept various types of payment cards for the goods and services sold by the business.
  
  Our review of the said complaint was profoundly investigated (explains this delayed response) and resulted in a determination that CPOS Inc. has well proceeded over and beyond the assistance power that it has. The complaining merchant was charged indeed for those transactions per following reasons and details:
  

  Re-cap of account details:
  

  Mid/Account Approved - May 6, 2022
  Mid/Account Closed - Aug 29, 2023
  

  How was the account closed -Elavon directly closed the account without notifying CPOS
  

  Complaint:
  

  After direct Elavon mid closure the client was subsequently billed by CPOS on the following
  

  Dates:
  Feb 13, 2024 - $28.35
  Mar 15, 2024 - $28.35
  

  The merchant did not call CPOS directly to cancel their services, so CPOS was not aware the account was supposed to be closed.
  

  Given the circumstances CPOS is working to refund the $28.35 x 2 = $56.70 Please allow 10 business days for the refund.

  At this point we must firmly end this matter that CPOS Inc. has done everything in power and resulted in getting the merchant processing issues resolved.
  

  Thank you for the opportunity to address your concerns and bring this matter to a conclusion for all. If you have any additional concerns, please contact us directly at **************
  
  Sincerely,
  
  CPOS Executive V.P response team.

• Initial Complaint

  Date:15/03/2024

  Type:Product 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.

  ****** sold the business CPOS services. The services were cancelled after the unit was returned I requested by email on Sep 1/2023 that this account be closed. It's remained open and after multiple attempts by telephone I have no resources but for my bank to block charges. Terrible customer service and obviously designed to dissuade users from cancelling in a timely manner.Terminal: P5SW125JT001651 ID: ********** MID: ********** *****************

  

  Business Response

  Date: 09/04/2024

  Good day,
  
  Please allow this letter to serve as an acknowledgement of and response to the above referenced Better Business Bureau (BBB) of *******, ****** request for assistance received by CPOS Inc. regarding refunds not rendered. CPOS Inc., a wholly owned subsidiary Canadian corporation, provides payment card transaction processing services to businesses that contract with CPOS Inc. for processing services, allowing the businesses to accept various types of payment cards for the goods and services sold by the business.
  
  Our review of the said complaint was profoundly investigated (explains this delayed response) and resulted in a determination that CPOS Inc. has well proceeded over and beyond the assistance power that it has. The complaining merchant was charged indeed for those transactions per following reasons and details:

  Re-cap of MID/Account details:

  Mid/Account Approved - May 31, 2021
  Mid/Account Closed - Jan *******
  

  How was the account closed - Elavon directly closed the account without notifying CPOS as the merchant delt with them directly not informing CPOS as well.

  Complaint:

  After direct Elavon mid/account closure the client was subsequently billed by CPOS on the following dates:
  Feb 14, 2024 - $30.24
  Feb 29, 2024 - $30.24
  Mar 15, 2024 - $30.24
  

  The merchant did not call/inform CPOS directly to cancel their services, so CPOS was not aware the account was supposed to be closed.
  

  Given the circumstances, in good faith, CPOS is working to refund the $30.24 x 3 = $90.72 charged. Please allow 10 business days. At this point we must firmly end this matter that CPOS Inc. has done everything in power and resulted in getting the merchant processing issues resolved.

  Thank you for the opportunity to address your concerns and bring this matter to a conclusion for all. If you have any additional concerns, please contact us directly at **************
  
  Sincerely,
  
  CPOS Executive V.P response team.

• Initial Complaint

  Date:16/12/2023

  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.

  Ive had a disorganized experience with CPOS. Due to a scheduling conflict I was unable to meet with the team to set up a webpage as promised. As a result, I asked to have the service cancelled until my business has the need in the future. I also asked for the different prices they offer so I could remove the package with the website and keep the pin pad. After speaking with ********************* she told me she would send the information and I did not receive it for two weeks until I asked to cancel the service. Instead of cancelling the service, **** continued to ****** me and probe me unnecessarily about why I wanted to leave. After multiple times of asking her to stop the questioning and please discontinue the service and send the return label she finally said she would. As I tried to ask what the next steps will be the call was ended. After three days, no shipping information has been sent and no follow up from ****. This is the most unprofessional company I have ever worked with and I would like shipping information and cancellation of the service. I feel this company is planning to charge me for a month of service as to why they are withholding the shipping information. I have sent multiple request for the shipping address and each time have been denied by the staff at CPOS saying **** is the only one that can give the information to me.

  

  Business Response

  Date: 17/01/2024

  CPOS Inc., a wholly owned Canadian corporation, provides payment card transaction processing services to businesses that contract with CPOS Inc. for processing services, allowing the businesses to accept various types of payment cards for the goods and services sold by the business.
  
  Our review of the said complaint was profoundly investigated (explains this delayed response) and resulted in a determination that CPOS Inc. has well proceeded over and beyond the assistance power that it has.
  
  Please note that CPOS has deactivated her terminal(s) and has also deactivated related fees. We also have been sending the merchant the call tags to send back the equipment, but we are not receiving any communication from them.
  In response to the clients complaint below in blue you will find a history of events that counteracts what the client has provided to the BBB.
  Here are the details of the account
  ********** Lash *************** Mid approve date 11/20/2023 - MPI Status closed
  ********** Lash *************** - Online APP Mid approve date 11/27/2023 - MPI Status closed
  
  Sales rep ************************* -
  
  Re ticket 80629
  
  Nov 29, 2023, the client ******* requested to close the account after they spoke to Talech.
  Nov 29, 2023, **** emailed the client - Hi *******! I am thrilled that ***** was able to get you signed with CPOS, I understand you wanted to discuss the account, please be advised we will touch base with regards shortly! 
  Nov 30, 2023, the client responded - Hello,
   
  Im so confused about this whole operation. I received a package from Purolator with a debit machine and I have an email saying I have a package arriving today from **** Whats going on here?
   
  Additionally, I keep getting phone calls from you guys during my working hours, but no one is leaving messages, so I dont know who I am supposed to be calling. 
   
  Im beyond frustrated with this operation. How do I send everything back? This is so unprofessional. 
  
  Nov 30, 2023, **** (Retention Manager) responded - I totally understand, allow me to elaborate and lay out the next steps! 
   
  1. The Device can be hooked up immediately and start using it for transactions asap, you are able to accept ALL payment types.  Please let me know, the best time we can call you to do a quick device activation, this will take about ***** minutes and we will test it with you! 
   
  2.  The Talech Premium Software allows you to book reservations, manage inventory, products, invoicing with suppliers and build out a Micro Site where clients can land and purchase gift cards, any products you sell.   We need to find a Time that works for You to start the Talech set up, and this will be done directly with a Talech Rep on YOUR time, let us know what works best! 
   
  I have a dedicated tech available when you are to start the Activation - Please hang on to any emails, as they will need some log in info from you, to allow us to set up! 
   
  When is the best time to call you today or tomorrow, so we can get the debit machine up and running asap, please let me know! 
  
  Nov 30, 2023, Client responded Hello ****, can you please call me at 5? Also, what is the booking site my clients are supposed to use. I am so unhappy with my experience thus far.
   
  I was also promised a breakdown of the service I am supposed to have. Where do I find that? I have a terminal no booking site...where exactly is my $127 supposed to be going?
  
  Dec 1, 2023 - ***** from concierge called and spoke to the client to complete the install and set up the Talech booking 
  
  Dec 12, 2023 - The client ******* sent the following email. 
   
  Hello ****,
   
  My work schedule does not work with your teams business hours. 
  So, I have not been able to meet the concierge to set up a website. 
  I met with ***** (Concierge team) who was great. My pin pad is set up but I have additional questions. 
   
  At this time, you promised to send me a breakdown of the services I am paying for and weeks have passed and I have not received it. 
   
  While you have disclosed this verbally over the phone, I asked you to send me tangible paperwork disclosing the information. 
   
  Since I have yet to receive any paperwork with this information so I can make an informed decision to downgrade the product, please provide the information I need to safely return the equipment and close the account. 
   
  Thank you in advance,
   
  *******
   
  Re. CPOS final Ticket notes:
  
  Dec 27, 2023 - ********************************* (CS Team lead) emailed ******* Services (Processor) to issue a call tag to the merchant.
  Dec 27, 2023 - ******** emailed the client that a call tag was mailed to them also
  Jan 4, **** - ********************************* called ****** and requested a 2nd call tag again.
  Jan 4, **** - ******** emails the client that a call tag was requested again still no reply by merchant.
   
  We must firmly end this matter that CPOS Inc. has done everything in power and resulted in getting the merchant processing issues to their satisfaction. I would also like to be clear that the merchant has committed to a binding processing contract with CPOS Inc. which is a written agreement between both parties that is legally enforceable at any time.
   
  Thank you for the opportunity to address their concerns and bring this matter to a conclusion for all. If you have any additional concerns, please contact us directly at **************
  

  Customer Answer

  Date: 17/01/2024

   
  Complaint: 21015778
  
  I am rejecting this response because: I would like the business to be accountable for dropping the ball multiple times. It is unfair to place blame on to me as my requests went ignored after I dealt with sales. After weeks of begging for my file to be terminated, I finally received a box last week. Sadly, I have just returned to the city due to my parents passing. The company will receive the equipment today, but it is hypocritical that they have reached out once since sending the box and then followed up with the BBB after consistently ignoring my requests and my availability. 

  Now that my family is dealing with this hard time theyve decided to place blame for me not having been able to return the item in a timely fashion when I asked for 4 weeks straight to make the arrangements for return.

  Their response neglects a great amount of my requests to prove my case that the company neglected to meet my needs and requests all because I wanted to downgrade the service and they would not get back to until I decided to terminate.

  I have not received an apology or has anyone taken accountability for the lack of communication. I enjoyed the terminal and all I needed was for the team to work with me because we had scheduling conflict. During the time **** took to ignore my requests, I was able to find another company that meets my needs and was able to communicate with me effectively and timely.

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