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:08/29/2024

  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.

  They are holding g a deposit they received from my customer it has been a full week no reason Givin when I call they just keep saying it will be deposited tomorrow now. Now I can't take payments from a credit card till i hire a new vendor

  

  Business Response

  Date: 09/06/2024

  The complaint centers on the recent reserved funding relates to a fraud credit card charge.  The account,  Rocky Face Disposal, received a fraud chargeback of $1,244.40. Since the transaction was keyed, it is almost impossible to fight this against the card brands.  ******************* placed a hold on the account due to historically low processing volume. Our risk team did speak directly with ***** and obtained a bank screenshot showing that the chargeback debit was still pending. Unfortunately, SpotOn is unable to lift the hold without confirmation that the chargeback amount has been fully recovered.

  SpotOn informed the merchant that only $384.31 remained on hold following the original risk hold.  ***** was also informed that SpotOn must wait 10 business days or receive a new bank statement confirming that the chargeback debit has been cleared.

  A valid bank statement was received and the hold of $384.31 was released yesterday, September 5th.  *****, the client, did not dispute the fraud chargeback. We have determined that no further action is required.  
  We fully understand the frustration surrounding chargeback can cause a merchant and we do work diligently to make the client whole as feasible and within payment and banking industry guidelines. 
  This matter should now be resolved.   SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology. 

  
  We are thankful for the opportunity to be of service. 
  

  
  

• Initial Complaint

  Date:08/24/2024

  Type:Customer Service 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.

  Our partnership with Spoton Transact, **** promised a cash discount program and accurate sales reporting. However, after numerous attempts to resolve discrepancies with customer service and agent K***, we were simply told the system is working fine. The moment we noticed something was off, I called our agent K***, and he told me to contact support because he cannot control it. After speaking to customer service and explaining how the system doesnt show a cash price difference, I was told the system seems to be operating correctly. I called again to report the system and was told the same information. When I called in Dec 2022, I was transferred to tech support and explained the issue. After some research, I was told that the system was not properly set up in the beginning by the backoffice agent and a simple fix on the back end would activate the program by simply pushing one button. On the 6th of Jan 2022, I contacted a supervisor to discuss the fees owed to *******. However, I would then be informed that our account will be closed a few days later on Jan 11, 2023, with no proper basis or merit. After multiple cases opened and closed, I finally was able to have a case opened with a supervisors attention for monies owed. I did not hear back from ************************* for over a month after repeated phone calls, voicemails, and emails. I was even told by one of the multiple agents who tried transferring me to her extension, "they do have caller ID and sometimes they ignore phone calls". ******** finally responded on March 21, 2023, and advised she will look more into the information. After that, there was no response to me, and she ignored all emails/ phone calls until April 28, 2023. and told me she and her director are looking into a resolution but to no avail because she never responded after that. Spoton Transact, *** failed to initiate the cash discount on their backend which resulted in the fee coming from our actual sales from the beginning of inception.

  

  Business Response

  Date: 08/29/2024

  The complaint centers on the assertion that the cash discount program was not accurately applied nor was the reporting. Our research indicates that the dual pricing was functioning as it should be however there was a change to update the system to the clients preference.  The account processed credit cards from November 2021 through January 2023 when the risk team closed the account for selling prohibited products.  
  SpotOn did make a refund for $89.08 on 6/20/23 and another for $500 as a courtesy on 7/17/23. 

  
  It is true that this account was terminated by the SpotOn Risk team for selling CBD products. SpotOn refunded 3 months of subscription fees and the additional $500 referenced above. 
  ******** researched the account and updated the surcharge request in March 2023 however, once the account was terminated for selling prohibited products and a final refund of $500 was issued the matter was closed.   The account was finalized in August of 2023 and no future billing was issued. 

  The account was left in an ACTIVE status due to an outstanding balance owed to Jaris, third-party lender, for a Capital loan taken by the client.    
  SpotOn understands the frustration that can be felt in these situations.  SpotOn did respond appropriately and as a courtesy refunded $500. All future billing was waived and the SpotOn processing portion of the account closed.  The matter with the capital loan is being managed by *****.     
  
  ...

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22191706
  
  I am rejecting this response because: The response provided does not accurately address the situation. In response to your recent communication regarding the cash discount program and its implementation. It is important to clarify several points to resolve this matter satisfactorily.
  First, it is evident that the dual pricing system, which was contractually agreed upon, was not properly implemented throughout the period from 2021 to 2023. The program was only activated after multiple calls, and I finally was able to address the issue with a representative in December 2022. This was not a mere "preference change," but rather a contractual obligation that was not fulfilled as agreed.
  Once the program was correctly activated in December 2022, we were able to see the option for the cash discount program. Despite our initial approval to process transactions including CBD products, and despite Keiths knowledge of our product offerings (as he visited our location frequently and took photos for SpotOn), the programs implementation was flawed from the start.
  The $500 compensation offered does not reflect the actual financial discrepancy caused by the improper initiation of the cash discount program. We have evidence and receipts showing that we are owed over $4,000 due to the failure to activate the program as agreed. Additionally, it appears there was collusion with ******, complicating the repayment process of the loan provided through your platform.
  Furthermore, even after the account termination in January,fraudulent billing continued until the last charge on August 2. While you can demonstrate that charges were processed on your end, you cannot prove that the cash discount program was active and functioning correctly until December in your back office as I am since we were running a seperate POS along side the Pin Pad..
  The response provided thus far is not satisfactory, as it fails to address the core issues of the improper implementation and the resulting financial discrepancies. I request a thorough review of our account and a fair resolution to this matter.
  Please let me know how we can proceed to rectify this situation.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/01/2024

  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.

  In April of 2023, I called spot on to request my account be canceled. I was told it would be canceled. Spoton continued to withdraw the $35.00 monthly fee until June 2024 when I got a hold of Eric who said it could have been canceled and money would be refunded.

  

  Business Response

  Date: 07/15/2024

  We apologize for the delayed response.  SpotOn did investigate this complaint and worked to reach out to Mr. W***** immediately. The complaint is regarding a closed account for ** ****** *****  Mr. W***** states that he contacted SpotOn in April of 2023 to request cancellation.  Customer service assured Brian the account would be closed and billing stopped. 

  The investigation did show that processing had stopped in 2022.  We acknowledge that the account should have been closed when the request was made.  Two refunds were processed for $35 each on July 2nd however the remaining funds were refunded on July 11th for $420.00.  We did make several attempts to reach Mr. W***** via telephone to no avail.  An email follow-up was sent to inform that the case had been researched and a determination was made that a final refund would be issued for $420.00.  This has been completed and ** ****** **** was funded.  

  The account is cancelled and no future billing is scheduled.  We did make every effort to speak directly with Brian W***** to have this matter rectified in a manner fair to all parties and based on contractual obligations.  
  
  This matter should have been handled with the initial conversation.  SpotOn understands the frustration caused and apologizes for any added burden  We have taken the liberty of permanently closing out the account.  SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   
  

  We are thankful for the opportunity to be of service.  
  

  
  

  Customer Answer

  Date: 07/19/2024

  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. The money was refunded.
  
  Sincerely,
  
  Brian W*****

• Initial Complaint

  Date:05/22/2024

  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 months of HORRIBLE service with Spoton, we spent hours and hours on the phone trying to cancel our account, being sent in circles by service reps who actually admitted to just passing the phone around the office and lying about being out for vacation etc. It took us about three months to successfully cancel the account on March 27th. I have just noticed that not only are we still being charged post cancellation of the account, but we are being charged TWICE. I called today and they said that while one of our accounts was indeed closed, there is another open account under our name that was opened when the business "changed structure" . This information was never disclosed to us and I don't know why on earth it would still be open, and seems like a blatant trick and way to steal money knowing we are not using their services and had no clue there was another account open without authorization. On the phone the customer service rep spoke in exactly the same tone using the same language as the reps we spent hours with on the phone previously. It seems they are trained perfectly to give you the runaround and make you just give up instead of getting anywhere and I simply cannot fight them anymore. As the I looked back on previous transactions, there are multiple charges a month for monthly fees - for $240 - $295 which is beyond the service agreement of $215 to begin with, even before we cancelled our account. I don't know if the way that they debit the processing fees is the large debits shown for $1700 - 3000 but I have no way of checking if these are false charges or not because though in the email they say I will continued access to my statements, it shows a "service error" when I try to login. I need this account closed for good, and the fees incorrectly charged to me refunded.

  

  Business Response

  Date: 05/30/2024

   

  Please see the attached docment for the associated images related to this matter.  

  *********************, Manager Client Success at SpotOn, worked cross-functionally with the appropriate teams to have Butter & Crumbles account formally closed and to obtain special consideration to remove any outstanding balances related to hardware due to early termination per the Merchant Application. Furthermore, a final refund in the amount of $535.38 was processed and approved today, May 30, 2024.  
  We did research the complaint and corresponded with ****** to have this matter rectified in a manner fair to all parties and based on contractual obligations.  Her central complaint centers on her assertion that the service with and by SpotOn was horrible due to extended and extensive time spent on the telephone working to close the account.  We can see that the account was actively processing through March 24th.  Software fees are due post invoice therefore the March processing would result in credit card processing fees along with the **** (Software use fees) billed on ***** 1st and ***** 20th.  
  
  We have been granted approval to release you without penalty from some of the terms of the agreement such as the required 12 months of processing related to your equipment promotional pricing.
  You had been put on a 12 month installment plan for both the installation and hardware.
  Additionally, Butter & ******************* was given a 50% discount on the equipment.  
  Technically, per the terms and conditions, the difference between the full retail price and discounted price is due (Retail Price $3025.08) is due should a client cease processing prior to one year.  
  We obtained special approval to waive the remaining $1500 from the installments and remove the obligation to pay the additional $1512.64 owed related to retail vs promotional pricing.  
  The remaining installments have been removed and waived.  You will not be required to continue processing with SpotOn for the intended 1 year period.
  REFUNDS:
  A refund for ***** for March processing of $240.00 was issued May 23, 2024.
  A refund of $535.38 has been issued and approved on 5/30/24.  The credit should reach 
  This is associated with two invoices charged on May 21st. 
  $295.38 INV825429 
  $240.00 INV825636
  
  Regarding the equipment, once the *** system is used onsite for conducting business we can not use that equipment for a new location and it is considered used or refurbished when returned.   Please note that SpotOn does not charge cancellation fees and the account may be closed at any time without penalty.  This conversation is regarding the obligation relating to the *** equipment exclusively. We would be happy to provide a redacted copy of your Merchant Agreement should you wish to have another copy.  
  Copy of Credit Memo/Refund $535.38
  This matter should have been handled with the initial conversation however, the issue with the required 12 months of processing and *** use was the deterrent.  The account cannot be closed while outstanding balances are owed.  We have taken the liberty of permanentlyl closing out the account.  No future charges will apply.  ********************* did update ****** regarding the final refund and that a formal response would be sent via the Better Business Bureau.  We understand the frustration in working to have this matter resolved.    
  SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   
  We are thankful for the opportunity to be of service.  Again, we apologize for any inconven
  

  
  

• Initial Complaint

  Date:04/22/2024

  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.

  Company rep would not respond to repeated calls when processing terminal stopped working after 3 days. So I hooked the old system back up. They keep billing me $35.00 a month since last June. I have tried to cancel the account in August, January and March . I call the company, ask to cancel the account. I am told that "department" needs to call me back. No one calls back. I call again and am given a case number and and told I will be called back .No one calls back. On 4/18 I started again. There is never any record of me trying to cancel the account when I call. No one calls back. On 4/19 I call again with my case number. That "department" is not available, they will call me back. No call. Saturday I call again, the person that case has been assigned to is not available. On Monday I call again with my case number, I am told that a person has just been assigned to my case ( so obviously they were lying on saturday). They are not available. I ask to speak to a supervisor. I sat on hold for 28 minutes waiting to speak to a supervisor. But no supervisor is available. I give them both my office and my cell. No one will call back to cancel my account. Every month they are charging me $35.00 and won't stop. This is stealing. The only way I can get to stop is close the bank account. That is just wrong.

  

  Business Response

  Date: 04/30/2024

  SpotOn immediately began researching the complaint made by ****************. Her central complaint centers on  failure to respond timely to an account closure related to device failure and eventually cancellation.  The terminal was not functioning properly causing ********* to reinstall her old POS system.  ************** continued to be billed.  ********* claims to have made several attempts to close out the account. A return call did not occur and this was likely related to the requirement to have the terminal returned.  
  This matter should have been handled timely and better explained proper procedure. 

  SpotOn has taken the liberty to confirm account closure and remedy the matter by refunding $385.00.  ******************************* did speak to ******************************* to apologize for the delay and relay that a refund request has been processed.  A check in the amount of $385.00 will be processed by the accounts payable team.  The Netsuite ticket number: CM-********. The check # **** has been prepared for delivery.  Check # **** prepared to be mailed out. 

  SpotOn has permanently closed the account for **************. We appreciate ********** patience while we work to resolve this matter.  SpotOn appreciates all client feedback and insight to help us improve our service. 

  We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience.
  

  
  

• Initial Complaint

  Date:04/12/2024

  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.

  In 2023 I signed up with ****** and added all of my product catalog. In December, our account executive came to set up our POS and we tested. All was well until I tested invoicing. That's when I realized you have to input each item, for each invoice, every single time. There is no catalog of products to select from. Since about 95% of our sales are invoiced with multiple items, this was not something that would work for our company. I was promised a follow up or a refund. On December 13, she confirmed ****** would not be able to pull products into invoices. In her words, "So I think we are not going to be able to do it like ****** does It is ok. We tried! I am just sorry you did all that work!". She told me to contact support and cancel. I emailed support on 12/29/2023 requesting cancellation of my account and a refund of the $250 equipment purchase. On 1/1/2024 I received an email letting me know my account was cancelled. No word about the refund for the equipment. I called on January 9, asking about the refund. At first, they said they would only refund $200 due to shipping costs. I argued with them a bit about that, but they did open a case to send me a return authorization label via email so I could return the equipment and receive a refund (at that point I figured anything was better than nothing and just hoped for the best.) On January 9, I received an email saying the case was opened, Case ********** "Needs Return Label - Cancelation". I never received the label so I emailed again on 1/25/24, requesting an update. I never heard back. I called at some point in February and again in March, both times support told me they emailed the return authorization. I never received it. Another case was opened, ********** "RMA request and refund inquiry", on March 14. It was closed on March 15 when I called to tell them I hadn't gotten the label. ****** from support asked for my personal email and said it would be sent there. I have still never received the label.

  

  Business Response

  Date: 04/18/2024

  *** *********** central complaint centers on the billing aspect of her account closure related to the product catalog available with ****** Retail related to invoicing since the vast majority of her sales are invoiced with multiple items attached and she could not pull items from the catalog.  ***** was promised a follow-up and subsequent refund related to the inability to use the system and the decision to close the account. ****** confirmed that there would be no way to pull products into her invoices like ******.  This precipitated a decision to cancel services with *******  

  ****** did close the account in January 2024 however no refund was issued which we have confirmed to be true.  This may have been partly due to missing confirmation that the device was shipped back to the return center.  We did issue a return label request via email so ***** could send back the equipment however even after multiple requests it was never received. ******* from the support team did engage ***** to explain what occurred and get this sorted out.  A credit memo was issued for $250. The refund should be processed and reach ***** ***** bank account within 5-7 business days of today’s date. 

  Recently when the complaint was lodged ****** investigated this account to identify what occurred.  There was a disconnect relating to the return labels. The account has been permanently closed and no future charges should occur.  
  We appreciate ***** *********** patience while we work to resolve this matter.  ****** appreciates all client feedback and insight to help us improve our service. 
  

  We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience.
  

  
  

• Initial Complaint

  Date:02/12/2024

  Type:Order 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.

  I've had issues with the ******************** When I signed the contract, they had a service of enabling the business send *** to customers. After few weeks of my onboarding, they removed this feature. - ticket # ********. Since the *** was disabled, i have to resort to other companies who can help me with *** campaigns. I was told that company policy doesn't let me extract a client that only has a ***, but apparently i can extract a client's data who has both email and phone.

  

  Business Response

  Date: 02/17/2024

  Kharas complaint centers around the Loyalty program and *** messaging.  ****************** joined SpotOn in May 2023.  Since that time they have been experiencing issues with the Aries 8, CFD, and loyalty issues as mentioned.  Understandably, the original appeal of SpotOn was for the *** feature to solicit reviews from customers. We are terribly sorry for any inconvenience caused by the instability associated with the Aries 8/CFD terminal and confusion over the *** capability.  

  ***********************, Client Success Manager and Team Lead, along with ****************, Chief Product Officer, both spoke to Khara this week to discuss her concerns and provide insight into the current status of the hardware and software system functionality and features.  Khara understood that technology-centric companies will have challenges at times.  ***** expressed her appreciation to ***** and ***** that they are committed to supporting her business and allow her to express her concerns candidly.  We completely understand the early and ongoing issues that the Customer Facing Display (Aries 8 Device) along with frustration over the *** confusion.  ***** and ***** spoke and emailed about the requirement for the marketing platform to include *** which it does not at this time.  SpotOn has added ************************ to our migration list for the upgraded hardware when we have an appropriate backup payment device option which is in the works at present.  SpotOn has never had *** capability other than *** Push Notifications that utilized emails and phone numbers, unfortunately.  

  
  Our client experience team will continue to stay in contact related to updates on what we will have the backup payment option on the new hardware to migrate the business over.  
  
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience and are fully committed to finding the best path forward and providing realistic messaging about system capability and features. 
  

  
  

  Customer Answer

  Date: 02/17/2024

  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,
  
  Khara Mangiduyos

• Initial Complaint

  Date:12/06/2023

  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.

  We made a $5000.00 overcharge on a customer's credit card on 8/3/2021 but did not learn of the error until the customer called us on 9/7/2023 when they received their statement. We contacted SpotOn to correct the error on 9/11/2023, the next day we were in our store with access to necessary info to make the correction. Spot On incorrectly submitted the correction twice so credited the customer $10,000.00 instead of the $5000.00. Additionally, the customer challenged the charge at their end so a chargeback of $$5017.15 (don't understand this figure but it has been resolved). The customer then withdrew their challenge after we notified them that we had submitted the correction.The customer's chargeback was removed and funds returned and SpotOn corrected their error by redepositing $5000.00 into our account. Unfortunately, SpotOn continued to place monies collected from our credit card sales into a reserve account trying to reach the incorrect of $10,000.00. Most of these monies have been redeposited (a day later than when collected) but there is a balance of approximately $1300.00 that have not been returned. Additionally, the original error of $10,000.00 that was removed from our account caused a number of checks we had written to bounce due to insufficient funds, which would not have occurred if they had withheld the correct amount. These created bank charges of $224.00 plus additional costs to our vendors which we paid. Finally, SpotOn collected their fee on the original error but state they cannot refund this money.I have contacted the company by telephone at least 40 times, spoken to supervisors about the issue and have been told the issue has been elevated to the highest level more than 5 weeks ago. To date we have heard nothing back from them about a resolution or explanation of their failure to act on the issue.

  

  Business Response

  Date: 12/12/2023

  ******************** claims that there was an overcharge of $5000.00 on a customer's credit card on 8/3/2021.  This is true and when the error was sent for correction to our Payments partner, TSYS a mistake was made and then rectified.  The refund to the customer was entered as $10,000 and not as $5000.00.  Due to circumstances beyond our control the situation was exasperated by the mistake with TSYS and the chargeback initiated by the card holder.  

  
  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for all parties.  
  Shoffeitts off the Square requested a refund of $5k for a refund to a customer.  Our payment processor mistakenly issued a refund for $10k. Shoffeitts off the Square did not have enough daily sales to accommodate the hold, standard procedure in refund cases, so a hold was placed by the Risk team for the remaining funds.  Later, the customer initiated a chargeback dispute which resulted in an increased hold of $15K (the original refund request made in error of $10K and the chargeback of $5K.  It is definitely confusing when this occurs.  The chargeback case was resolved however, TSYS deposited the money back into the merchant bank account instead of releasing the hold for daily sales.  This resulted in Shoffeitts off the Square receiving $10,000 that was not their funds.  Funds were held from daily sales until the owed funds could be recouped.  
  SpotOn did alert  ********** off the Square of what occurred and that SpotOn, the sponsoring bank and TSYS did reconcile and confirmed no monies were owed back to the merchant no monies are owed as Shoffeitts off the Square received a $10k deposit in error and those funds had to be collected.   
  

  Please see attached document for breakdown.    
  
  Basically, instead of removing the Hold on the merchants account a deposit was processed to the merchants bank account. We were able to confirm that the deposit was made on the back end.  When SpotOn attempted to contact ********** off the Square to explain in detail *** and *************************** had already canceled and refused to listen to what occurred.  We completely understand the frustration in this case and apologize for the added burden placed on the business.  
  SpotOn would be happy to speak to the merchant again and provide detailed accounting of circumstances to demonstrate all funding has been settled and is now accurate.  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20968393
  
  I am rejecting this response because: We have never refused to speak with SpotOn about this problem. We did cancel our contract with them after more than 40 telephone calls to the company. **** did in fact resolve the issue of the customer challenging the charge and those funds were deposited back into our account as stated in the original complaint. The problem is that SpotOn, or TSYS acting for them erroneously tried to collect $10,000 on a $5,000 error. As a result, we had a number of checks bounce while the held the funds which would not have bounced had they withheld the correct amount. In addition, SpotOn  (or TSYS) continued to withhold deposits in excess of the original $5,000. Some of these deposits were deposited at a later time ,but not all of the money they withheld was returned. We have called several times to speak with some of the supervisors we had previously spoken with about the issue, however we never received a call back after having been assured they were informed about our calls. I have documentation of the monetary transactions but am not able to send them today as I am not at the location where I have kept them. SpotOn claims to create a ticket for every call they receive and the action they have taken on that call and we have received notification that some of these have been closed with out the requested return call by a supervisor. We were told this issue had been elevated to a higher level but never heard of the results of this action by phone or in writing.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/20/2023

  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for all parties.  We have circled back with our settlements and Risk teams and were able to once again validate that no monies are owed to ******************** or Shoffeitts.

  Findings demonstrate that there were ACH rejects for $10,000.00 and $5017.15.  This was one refund and a chargeback.  The processing on the account was $-15,017.15. One of the refunds that was processed in error, was reversed on 10/05/2023 ($5000.00) and paid directly to the merchant. The chargeback ($5017.15) was reversed on 10/10/2023 and paid directly to the merchant. TSYS held sales to pay off the collection balance on the account for the other 5K refund that the merchant originally intended but never paid. Please see the attached document with the screenshot from TSYS.  

  SpotOn did alert  Shoffeitts off the Square of what occurred and that SpotOn, the sponsoring bank and TSYS did reconcile and confirmed no monies were owed back to the merchant no monies are owed as Shoffeitts off the Square received a $10k deposit in error and those funds had to be collected.   
  

  Again, we apologize for any inconvenience but all funding was managed appropriately and no funding has been identified as owed to the merchant.    
  

  
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  SpotOn almost doubled my automated monthly charge rate in March 2023 for no apparent reason. My business partner whom has the exact same credit card machine was still charged her lower monthly, but my rate increase almost doubled!! **************** has been anything but good, and closer to horrific. I've called several reps from the company and no one seems to think I can talk to a manager, and one rep said my rate was increased "from corporate, but not sure why and I'm not able to change that". Unbelievable. I am demanding my $300 owed in back pay to account for this overcharge that occurred for 10 months, and will find another company.

  

  Business Response

  Date: 12/12/2023

  Dr. ****** complaint states that SpotOn increased the automated monthly charge back in March 2023.  SpotOn does periodically increase fees but is committed to working with our valued clients to ensure satisfaction.  SpotOn reached out to ************** to have this matter resolved.

  Our client experience team spoke to ************** and she stated yes she did leave a complaint and that the new credit card terminal is working fine at present however she had expected a larger refund.  SPotOn did refund the account $210 on 12/6/23 and reduced her platform fee back to the original amount plus applicable sales tax.  SpotOn has agreed to refund the remaining $90.00 and has issued a credit memo refund to have this matter rectified.  
  
  ************** was much happier with the update and our commitment to have her request addressed.  We appreciate Jeans patience as we worked through this matter.  
  
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience.
  

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  When we first installed the SpotOn POS in our restaurant we were promissed that our systems would be able to talk back and forth between our ice cream parlor and restaurant ( ex. someone orders food in the ice cream parlor.) The install was very rushed and they did not check all the printer routings to make sure that our systems were talking properly as it was already 7pm-ish and the installer had to go. He said he would be back another day. Haven't seen him since. Called SpotOn about sending an installer out to finish the job about 8 months later. They want to charge me $375 to send an installer out to finish the job. I am not paying them anything, as they haven't even finished the initial install from back in March!

  

  Business Response

  Date: 11/12/2023

  ********************* at SpotOn is working to have a tech scheduled for onsite as a one time courtesy.  **** did speak to ********************* on October 26th regarding his request to understand the $375. This is the standard charge for onsite visit once an account has moved fully out of onboarding and installation.   charge is for," but once I responded. **** did explain the field service charge but had not heard back from *************  ******  did indicate they needed instruction on how to properly network and wiring to allow their systems to communicate between buildings and that they were working with an audio and video company to coordinate scheduling. Since the quote was never authorized by signing off, the work was not scheduled.  SpotOn was not aware of any dispute of the onsite tech fee. 

  
  ************ has indicated that the dealer installing the site promised the systems would be able to talk back and forth between their ice cream parlor and restaurant.  ************ stated the install felt rushed and the printer routing was not verified prior to completion of the installation as ****** said the installer stated he had to leave around 7 pm on the date of install.  ****** further stated that a return visit was promised and did not occur.  After reviewing the account and as a good faith gesture, SpotOn will send a technician for an onsite visit at no charge as a one time courtesy.

  
  ********************* is working with ******************* to have this completed.  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for ****** and Crossroads Bar & Grill.  **************** has initiated the verification and scheduling process and understands the charge will be waived. 
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.