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:09/21/2022

  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.

  We worked with spot on over two years now. We have grown our business which brings a higher ticket price. *** contacted spot on and they told us that we could run any transaction in which we would like. We grew the business and now offer an additional service. We started running the cards and they stop depositing our funds. I have called them every single day for 10 days every day is some other excuse of why they are busy and cannot talk to me. I am just begging and pleading for them to deposit my funds so I can continue doing business. Now out of nowhere they said that they have to hold the funds for six months. We are just asking them to deposit the funds and we will be happy to take her business somewhere else. This is A complete disaster and can possibly put me out of business. Can somebody please help me

  

  Business Response

  Date: 09/25/2022

  We certainly understand the frustration that this situation has caused all parties involved.  SpotOn must adhere to all internal, banking, and payment industry policies and regulations.  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution within company guidelines.  

  
  Please note that our Risk team has been in regular contact with ***************************, spouse, of *********************** regarding this matter.  The issue surrounds a refund issued by the merchant to one of their customers.  It is standard practice that when any account issues a refund to one of their customers, SpotOn holds those funds until the refund successfully processes and then the reserved funds are released.  If the funds are not available in the merchants account to refund their customer then ********************** will release the reserved funds after waiting for the refund to fund from the merchants bank.  
  ***************************, Risk Leadership at SpotOn, was regularly engaged with *********************. In fact, they exchanged emails after the complaint was received.  *****************************, ************** Manager, spoke to ***** directly on Friday September 23rd to reiterate SpotOn policies, payment industry standards, and the process for refunds to be handled.  ************************* remain frustrated and maintains SpotOn is behaving in a fraudulent manner.  This is not the case.  

  
  ******* advised the merchant prior to changing their services to include memberships would would substantially elevate the risk level associated with their merchant account.  ******* explained that SpotOn would would hold a reserve on membership transactions.  ******************** then sold a membership to one of their customers and split up the charges into three payments to possibly avoid a High Ticket limit and potentially hide the fact that it was for a yearly membership fee. The held funds are $4092.75. 
  When our Risk team requested documentation SpotOn confirmed it was a membership fee.  At that point ******************** was advised that half of those funds would be held as previously discussed. ********, ***************************, denied being advised of this practice and policy.  ******* reminded reminded the merchant of the previous discussion regarding this topic on September 7th.  ***** and *********************** demanded we close their account and refund their customers credit card.  SpotOn has closed Crescents merchant account.  The funds are currently being held waiting for the debit to clear from the merchants bank account.  *************************** has stated no funds exists in that bank account so SpotOn will use the reserved funds toward the refund once we have verified that the refund cannot be processed via the merchants bank account, standard protocol. 

  
  The monies for the refund begin processing when the refund is issued.  If ******************** bank has insufficient funds then then the *** will bounce back to SpotOn to pay the refund which is why the funds are held initially.  Technically, SpotOn fronts the money for the refund and then pay ourselves back with the debit.  The refund processes regardless. The held funds will be used to pay SpotOn back for the refund when their account rejects.  

  
  SpotOn certainly empathizes with the frustration caused and are sorry for any inconvenience this may have caused to either the ******** or their customer.  ********************** has adhered to all risk guidelines and refund protocols in this case.  The request to close the account has been fulfilled and the refund will be provided to their customer.
  
  e...

• Initial Complaint

  Date:08/29/2022

  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.

  I orded a *** system from SpotOn in May. It took them 3 months to get it running! In those 3 months it was not useable they charged $60 a month for the product, along with the *** system costing $600. When I was finally able to use it in late July the *** system gave incorrect reporting on sales. I decided to return it on August 4th, they rescived the product on August 8th. I was told I would get a refund 6 business days after they received the product, it is now August 27th and I have not received a refund. I have tried reaching out through phone and email and not gotten a response back.

  

  Business Response

  Date: 08/31/2022

  We have resolved this issue entirely with *****************.  We understand the stress by not receiving a response to your request sooner as that is not the way our organization operates.   SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  *********************** was assigned to this complaint to provide immediate relief and attention and to expedite cancellation of the account and the agreed upon refund.  We acknowledge that this solution was not a good fit for ***************** and the implementation took longer than the client expected.  We have processed the refund for $598.95 today and expedited processing for a deposit date of September 1, 2022.   Please direct any future inquiries to our retail success team at Telephone Number ************** or email us at **********************************.

  We apologize for any inconvenience this may have caused and we certainly empathize with the frustration felt relating to appropriate reporting.  Your concerns have been conveyed to our ****************** team.  
  

  We wish you the very best in all your future endeavors.  
  

  Customer Answer

  Date: 09/01/2022

  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,
  
  *****************************