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:19/06/2023

  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.

  On May 13, 2022 I spoke with ***** ****** who works for CPOS and was told about all of these great things that he could offer me if I used his payment services. He had told me that he would not charge me a cancellation fee and I could cancel at any time if I did not like the card reader machine. I agreed to try it out. When I first received the machine I was not able to use it because it did not have wifi. I called about 4 times to get a SIMS card so that the machine could be used. I still to this day have not received the card. I called and explained that the machine is not worth it and since I cannot use it without wifi that I no longer was interested in having it. I was assured by ***** that this would be no problem. I tried to get in contact with him a number of times and was not successful. I then found out that ***** was let go from his position at CPOS. I spoke with someone else and they said that they do not understand why ***** would make this deal with me and I had to continue to pay for the device. I am now getting bills in the mail for the device which they are saying I have to pay almost $3000 for and then return it after paying that money. CPOS has been no help and the customer service representatives never get back to me when I call or email. Their business practices are very poor and they try to deceive people, and when they get called out they choose to fire their employees that made the error instead of just fixing the errors that were made. I have reached out to CPOS many times and every time I am told that they would get back to me but do not and then when I asked to speak with a supervisor there are never any available. I was deceived by their employee and agreed to something under false pretenses.

  

  Business Response

  Date: 23/08/2023

  
  Please allow this letter to serve as an acknowledgement of and response to the above referenced Better Business Bureau (BBB) of Ontario, Canada 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.
  In response to the clients complaint below you will find a history of events that counteracts what the client has provided to the BBB
  Per their original agreement there was no request for a SIM card to be sent to the merchant nor was the merchant billed for sim card fees.
  History of the accounts per tickets:
  May 23 2022 - Per application the ******* **** terminal was ordered as a wifi terminal per signed application.
  ******** completed install with the client (*****) No mention from the merchant advising they needed a sim card
  Mar 2023 - ****** called to cancel the account
  Mar 10 2023 - ****** ******* (relation to Merchant) called to close the account informed him that he could cancel anytime. Merchant wants to cancel because he feels like the fees associated with processing were not properly explained to him when he signed up. Also, he is directing his energy to a different venture and would not use the terminal as often. ****** claims he was being billed for a Sim card but there is no sim card being charged on either account. <--this statement contradicts what the merchant advised the BBB as to the reason for their complaint of being billed for Sim card fees and not having a sim card.
  Mar 21 2023 - **** reached out to ****** and ****** to break down the billing and advising that they were not billed a sim card and we have no records of the client ASKING for a sim card as the application CLEARLY stated the terminal was set up as a wifi terminal (ref ticket ***** Where ******** installed the terminal as a WIFI terminal and the client did not ask about a sim card) **** clearly informs the client that we can cancel the processing account but that the client would still be responsible for the Lease for the terminal. ****** requested to go ahead with the cancellation
  Email from **** (Retention Manager, CPOS) to the merchant email:
  To:*******f**********************
  Hi ****** and ****** – 
  Thank you for taking my call today. I understand the Lease with ***** will remain open and billing, please call them directly to see what options they have for return or buy out.   ***** leasing can be reached at   ************
  Regarding the Processing portion of the account, I am sending it to our team to assist in the Closure - Please be reminded we will be sending a formal Closure Form to be signed by ****** to this email on file, please ensure she gives it attention, 
  Please keep me posted ****** - we are happy at CPOS to honor the ****** promo pricing at any time, as well we can re open the account to make use of your leased equipment as well, 
  April 2023 - ****** called to cancel the lease of the ******* **** terminal and stop the lease payments. She is quoted in saying sales rep ***** ****** said she could cancel at anytime
  April 19 2023 - ****** called to cancel the lease of the ******* **** terminal and stop the lease payments. She is quoted in saying sales rep ***** ****** said she could cancel at any time (the processing account was cancelled without cancellation fee. There are no records from ***** to the client that indicates the merchant can cancel at any time). ******* (CS rep) conferenced the client with ***** leasing who informed ****** that the lease she signed clearly states it is non cancellable. (Ref ticket 52677 **** already explained to the client that the lease was non cancellable)
  April 21 2023 - The client was informed we cannot and do not cancel leases.
   
  The complaining merchant was NOT charged NOR entered lease agreement with CPOS but through CPOS with a third parties lender. 
   
  We must firmly end this matter that CPOS Inc. has done everything in power and resulted in getting the merchant processing issues resolved but this became a matter third parties agreements. In addition, the merchant has committed to a binding processing contract with CPOS Inc. which is a written agreement between both parties that is legally enforceable. 
   
  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 * *** *** ****
  
  
  
  
  

• Initial Complaint

  Date:29/05/2023

  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.

  After giving them all my info...ID, banking, Bills, they deleted all my profiles and stopped talking to me. Business was never done. I saw them on a facebook ad and they called me from a number that was someones cell. I'm worried its a scam to grab your info.

  

  Business Response

  Date: 08/06/2023

  Good day,
  
  Please allow this letter to serve as an acknowledgement of and
  response to the above referenced ****** ******** ****** (***) of Ontario,
  Canada request for assistance received by CPOS Inc. regarding identity
  confirmation. 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 below:
  
  
  ***  ****** ***********
  
  **** ***** **** ****** *** 
  
  Sales Rep from our sales team reached out to this
  merchant May 29 2023 to sell and possibly onboard the merchant with our
  processor ******. Application was signed and submitted to us on May 29 2023.
  
  CPOS boarding team received a message from our
  processor ****** on May 29 2023.
  
  Unable to properly validate the Business, please provide: -
  Copy of photo ID of the Owner (Drivers lisence or other valid doc – NOT Healthcare
  - Articles of incorporation “with ownership details” - Pictures with business
  signage of the business / Truck - Processing statement for the last 3 months.
  These were never received. Therefore was a straight account denial and info destruction
  from our processor.
  
  
  See further notes from CPOS investigations:
  
  Sole Prop business
  POE of Owner supplied health card
  POE of business was a Hydro bill with a po box
  address. ****** (The bank and processor) and CPOS (merchant services
  provider) have been working together to resolve the issue and address the account
  opening refusal. CPOS has NO control when it come to fraudulent activities
  involved as the financial institutions and law enforcement agencies are
  involved and they have the last say unfortunately. CPOS has exhausted all it
  has with the processor and at this time it will be up to them with a final
  decision which we have been told will come by months end. We ask the merchant
  to be in contact with ****** and review status with them as we at CPOS have no
  other resources available for remedy.
  
  We must firmly end this matter that CPOS Inc. has done everything in power and
  resulted in getting the merchant processing issues resolved but this became a
  matter of crime. In addition, the merchant has committed to a binding
  contract with CPOS Inc. which is a written agreement between both parties that
  is legally enforceable.
  
  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,

• Initial Complaint

  Date:03/05/2023

  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.

  This company signed me up with there credit card processing terminal and a converge terminal. We had 2 months in a row where they withdrew more money than they were supposed to due to fraudulent charges. Its been 3 months since they took 1500 dollars out of my account for transaction fees when the total for fees was 112 dollars they keep avoiding me and say they are waiting on ******. ****** has stated both to me and cpos that they are not in charge of the refund due to fraud. Does it really take 3 months to get me my money back?

  

  Business Response

  Date: 15/05/2023

  May, 15, 2023

  Good morning,
  
  Please allow this letter to serve
  as an acknowledgement of and response to the above referenced ****** ******** ****** (**** of Ontario, Canada 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 Authorization fees due to fraudulent cyber activities he has been
  going through under his account. ****** (The bank and processor) and CPOS (merchant
  services provider) have been working together to resolve the issue and address
  the billing that occurred on the merchant's account. CPOS has NO control when
  it come to fraudulent activities as the financial institutions and law
  enforcement agencies are involved and they have the last say unfortunately. CPOS
  has exhausted all it has with the processor and at this time it will be up to
  them with a final decision which we have been told will come by months end. We
  ask the merchant to be in contact with ****** and review status with them as we
  at CPOS have no other resources available for remedy.
  
  We
  must firmly end this matter that CPOS Inc. has done everything in power and
  resulted in getting the merchant processing issues resolved but this became a
  matter of crime. In addition, the merchant has committed to a binding contract with CPOS Inc. which is a written agreement
  between both parties that is legally enforceable.
  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.

  
  

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: 20015600
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  CPOS Has stated they are working with ******. I have mailed documents from ****** stating that they are not responsible for this refund. We have been on 3 ways calls with ****** and cpos stating that ****** will not refund the fraudulent fees and thay it needs to come from cpos. I have the documentation and am filing a civil suit against cpos for the 1500 and overdrafts and damages done to my company due to this

• Initial Complaint

  Date:30/01/2023

  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.

  After signing up with CPOS on 11/28, I have yet to receive any support what so ever on getting the terminal fully setup. I have reached out multiple times via phone & email and have yet to get anywhere. On 12/21 I contacted ***** from ******* informing him that I couldn't get any help. He then included me in an email to the CPOS support team, which still hasn't been replied to. I've called multiple times requesting help just to get told either someone would reach back out to me or the team that I needed to speak to was out of office until sometime after the new year. After not hearing from anyone still, I called in once again requesting an address to return the terminal to and for my account to be closed. The guy I spoke to informed me for the first time that I was I was in a contract & would be charged to close the account. After refusing buying out of a contract that I've never been informed of, I was told that he would have his management team contact me within the next two days. Days later after still not hearing from anyone I sent an email on 1/17 requesting the same info (address to return the terminal to and for the account to be closed). Still no response... This company is super fast and helpful when it comes to signing someone up, but when it comes to support after you sign the dotted lines.. Good Luck! There are posts DAILY on social media from others experiencing the same situation I am. I have patiently stuck to my end of the deal for quite some time now. CPOS has failed on their behalf. Due to their lack of support, I had no other option than going a different route for processing so their services are no longer needed. I'm requesting, once again, my account to be closed and any debits from our account to be refunded in a timely manner.

  

  Business Response

  Date: 23/02/2023

  Good afternoon,

  
  Please allow this letter to serve as an acknowledgement of and
  response to the above referenced ****** ******** ****** ***** ** *******,
  Canada request for assistance received by CPOS Inc. regarding support of installations
  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 concierge services policies and procedures. The following
  proofs of our database and per our Sr. management investigations will explain in
  full.
  Please find our data of investigations and notes below:
  
  ****  ********** ******** **** *** ********** ********** // Both
  Mids were boarded: Nov 28, 2022
  

  DBA:  ******** ******* * *****
  
  Contact
  Name: **** ********
  
  Ticket Database History below:
  
  44382 - Concierge install ticket created Dec 1
  2022
  - Dec 1 Concierge installs called ****
  +*********** at 6:04 pm call lasted 1:19 Concierge installs   could not reach **** and the call was disconnected.
  - Dec 1 Concierge
  installs emailed **** at 6:05pm to advise they tried to call but could not get
  through and asked when the best time would be to call back.
  - Dec 1 Concierge installs emailed **** CPOS
  Welcome email which consisted of the ******** Login credentials and ***
  credentials with inform on online payments portal and PCI
  - Dec 2 Concierge installs tried to call **** no
  answer
  - Dec 5 Concierge installs tried to call ****
  call was abruptly cut
  - Dec 7 Concierge installs tried to call **** and
  was given his cell number
  - Dec 7 Concierge Installs tried to
  call **** but he schedules Dec 8, 2023, 10 am 
  - Dec 8 Concierge Installs tried to call **** but
  schedule Dec 12 PM - 11 AM CST
  - Dec 8 Concierge Installs tried to call at
  1:31pm to **** no answer   
  - Dec 8 CS took a call from **** ******** back
  asking to complete install 
  - Dec 9 Concierge Installs called **** and
  instructed him on how to install ******** with the credentials to the ******
  Portal. Concierge installs showed the merchant how to use the Newland N910 as a
  standalone terminal for now since the integration was not available at the
  time.
  - Dec 19 **** emailed CPOS CS to
  get assistance setting for their Newland N910 terminal with the ******
  Application on his phone. 
  - Dc 21 **** called CS to get assistance with
  setting up the Newland N910 terminal with ****** gift cards. CS rep advised
  Concierge Installations will call back the client.
  - Dec 21 Concierge Installs spoke to ****'s wife who
  confirmed install scheduling 3rd January
  - Dec 23 Sales rep ***** reached out to Concierge requesting
  assistance to complete ******** install
  - Dec 23 **** emailed Concierge requesting
  assistance with completing the install for the Terminal Newland N910 and
  ******** set up (Concierge did not call **** prior to this email because they
  already scheduled a install call for Jan 3 2023 as instructed on Dec 21)
  - Dec 23 **** called concierge installs to get
  assistance with the ****** install. Concierge advised **** that the person
  handling this is on vacation right now but did not give a timeframe of when
  they would return 
  - Dec 28 **** called and spoke to CS rep
  again requesting assistance in setting up both the terminal and ******** side
  of ******. CS advised Concierge will call the client back asap.
  - Dec 29 Concierge Installs tried to call the
  client and was told **** was unavailable
  - Jan 17 **** emailed CS to cancel his services due to what he
  feels was lack of support from CPOS (claims there was no follow up from CPOS)
  Above accounting shows that CPOS Concierge installs has attempted to call back
  on many occasions
  
  - Feb 9, 2023, Concierge services
  installs confirmed Terminal MID 8040815832
  (Newland 910) was actively processing 48100 
  (See attached sales monitoring screenshot of $2,201.51 USD funds/Sales)
  
  
  We
  must firmly end this matter that CPOS Inc. has done everything in power and
  resulted in getting the merchant processing. In addition, the merchant has committed
  to a binding contract with CPOS Inc. which is a
  written agreement between both parties that is legally enforceable.
  
  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:10/08/2022

  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.

  This has been going on since April when I completed a call request on the website. The day after they called me to set up service I emailed and called to cancel as I had to return to work early from maternity leave. The terminal had not yet even been sent out. I was told shouldn't be an issue. 20+ phone calls and emails later and I'm being continuously charged $23 monthly for a service I canceled prior to even commencing. I've requester a return label many times and have just received one that I was able to use. It has been shipped back and the company has now stopped replying to my emails, voice mails and all calls are direct to voice-mail when I attempt to call again. I want a refund of all payments they stole from my account as well as all bank charges caused due to this theft on their part as well as the hours upon hours of time, and frustration they've caused me.

  

  Business Response

  Date: 10/08/2022

  Hello,

  
  Please allow this letter to serve as an acknowledgement of and
  response to the above referenced ****** ******** ****** ***** ** ******** ****** request for assistance received by CPOS Inc. regarding an account setup. 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 and resulted in the need of A) Your DBA (Name of business) with us, B) Your MID number (Merchant ID no.)? This will allow us to further initiate an investigation and come to a conclusion for you. 
  
  We apologize for the inconvenience caused by these circumstances. Thank you for
  the opportunity to address your concerns and bring these matters to a
  conclusion. If you have any additional concerns, please contact us directly at
  1 888 489 8769 any time (24/7) and someone will assist at all times. Please also be aware that all calls as well as communications with CPOS are reordered for training purposes and security reasons.
  
  Sincerely,

  
  CPOS Executive V.P office response team

  Customer Answer

  Date: 11/08/2022

  My business name would be ******* ****** ******** *** I have no clue because I should have never of had the account created since I canceled less than 24 hours after speaking with **** ****. I was never provided with any of this information that I'm aware of. My phone number is ************* ******* ** **** ******* * ********* ***** *** ******. I'm sure you'll be able to locate the dozens of calls and emails I've sent your company begging for you guys to refund the money you continue to steal from me.

  

  Business Response

  Date: 12/08/2022

  Good day,

  Thank
  you for your assistance with identification. After review and investigation of
  your file we have the following information.
  We
  have finally received the terminal back from the client today looks like – dated
  courier 2022-08-12. I believe that this was all about not having received back the
  terminal.
  
  I can confirm the account is closed. Billing on
  the account from Elavon side started back in May 2022.
  Per recorded ticket tracking reviewed there seems to have been a struggle and
  miscommunication or other between CPOS CS representatives and the client
  on getting the proper Serial number for terminal return.  Additionally,
  the client could not use the initial call tag because FedEx does not arrive to
  her address …per recordings.
  
  
  Legal Charges to client:
  
  Elavon - May 2022 - $23.00
  Elavon - June 2022 - $23.00
  Elavon - July 2022 - $23.00
  CPOS INC - July 20, 2022, $22.60
  
  In good faith CPOS has agreed to credit back the
  charges totalling a refund of $91.60. Please allow 3-4 weeks processing
  time for the same.

  
  We
  strive to provide excellent customer service in a timely manner, and I
  apologize for the inconvenience this has caused. Please let us know if you have
  any additional questions, concerns, or comments.

  
  Warm
  Regards,