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Business Profile

Payment Processing Services

SumUp, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed up with Sum Up/5 Stars for my business, ********************** in September, 2024. I was told that even though their minimum requirement for a contract was 12 months, that I would be able to cancel at any time. I was informed of this by their sales representative, **** *******. I returned their tablets last month via a return tag they personally sent to me from their headquarters. At that time, I told them I was cancelling the contract. After being on the phone with them all of this morning (12/11/24), they forwarded my request to upper management who informed me via email that they don't care that I can't use their program. I am tied to a **************************************************************** the same useless equipment again, or buy out my contract @ $2k! I can't use their system for my business, it simply is a wrong fit with no way to adapt the program. They aren't willing to let the matter go due to incompatibility, so I am forced to report them to you.

  • Initial Complaint

    Date:08/22/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    There was one of the salesman went to our store and convinced us to use his service. At first, we refused to proceed with his service since we stated that we would like to limit our expenses as much as possible but he was still trying to convinced us and promised us that he will ensure the money back guarantee that if I don't reach at least 30 customers monthly, then after 12 months, we will get the money back and he's more than happy to cancel the service for us and also he stated that since the contract is 12 months, he will ensure to reach back to us after 6 months to see how things go and if we weren't happy with the service after 6 months, he will either help us with the cost for the next 6 months or help us cancel the service but we never received any calls or updates from him until now. No follow up after subscription at all. After a year, we try to reach out to him, he said that he's on vacation and told us to contact the team, now the team doesn't let me cancel the service and told us to wait for another year since the renewal has already started. We're not happy with the service at all and the service doesn't bring give us any benefits and we have to pay a monthly amount of $219 for the whole year. I tried to reach out to the salesman but he stated that he's on vacation until Tuesday, so we patiently waited, after Tuesday, still no calls or text from him. The subscription starts on 09/01/2023 and it's almost a year and now they don't let us cancel the service and get the money back and keep us in their contract for another year for nothing. This is not right for a company to convinced owners to take the service when they don't really need it and mentioned about how owners want to limit their expenses since it's really new and be irresponsible after the contract has signed, not like what they've been promised before. He also made sure to reach back to us and follow up in case we forget about the subscription renewal to prevent upcoming renewal but never did

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have a small business. SumUp is the business we use to take card transactions. They closed our account after 3 years of doing business with them. They have $600 of our earned money and will not release our money. Now they locked us out of our account and every time we call they hang up on us. We just want our money from our business we earned . Then we are done with them. They are doing weird stuff. I dont trust them anymore

  • Initial Complaint

    Date:07/17/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    SumUp *** does not allow you to change your business type (LLC) or payment deposit account on your profile. You must email them a bank statement. I emailed a bank statement to the company and they told me my business is registered in their system as Sole Proprietor (but I'm an LLC) so they could not accept the bank account change. I told them I am not a Sole Proprietor and AM an LLC just like it showed on the previous bank statement but they will not respond to any of my emails or attempts to reach out. I have called numerous times but they do not answer phone calls. My current bank account on the ********************** profile has been closed down so the money cannot be sent to me and they refuse to change it. I do not know how to get them to fix this issue or reply to me.

  • Initial Complaint

    Date:07/08/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 signed up with Sumup as a new customer. i prepaid for my *** system. They took my money. I made sure to ask that i wouldnt be charged until my restaurant opened. i was told no charges till i opened. ******************* was my sales person. ***** also promised me other things in email and text that were not true. The latest lie they told me was they just changed the onboarding process and i needed to redo all the work i had already sent in. please keep in mind my restaurant is supposed to open in 4 days and i have no ability to accept cc and no *** system. I had paid for this and gotten them everything thing they needed 45 days prior. Long story short Sumup did not change there onboarding. I was dropped by them for zero reason. Heres the kicker. They refuse to refund me my money i paid back in april and May for the *** system. This is theft by deception. The lawsuit that is going to happen is going to be ridiculous

  • Initial Complaint

    Date:05/02/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 cant use the machines that I paid for. Every-time I contacted support and they said I would be contacted by email. When I got no email message I called back and they said that I needed to upload my documents which I had already done. I uploaded my documents for a 2nd time and they said someone would email me to which I have not received a message yet. Everyday I cant use these machines it is costing me $$$

    Customer Answer

    Date: 05/02/2024

    Resolved

  • Initial Complaint

    Date:03/05/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Sumup has not released my company's funds from 2 weeks of transactions. I did not receive an explanation until I contacted them. I sent the requested documentation and have not received a response. I would like an immediate release of my funds.

  • Initial Complaint

    Date:01/10/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Sumup closed and deactivated my account while owing me $212.70 I earned for ridesharing and property management/maintenance business I earned through my business Gash ***************. They stated they will hold my funds for an additional 4mnths. I can't access my account to get needed invoices and receipts to file my taxes. Sumup is not sending me additional documents I am requesting for in their reason behind closing my account. They are stating because an issue with the terms and agreements of card reader. I am requesting for original documents of agreement that I never received a copy of. No issues took place with Sumup until now that they have changed their terms, which I was never aware of.

  • Initial Complaint

    Date:10/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been using SumUp for years now, and Ive never been so aggravated. They do not have an option on their website to change bank details, you have to call with over 40min wait times for someone to pick up. They will then hold any funds from you and not deposit them into your bank account, and lastly they will not deposit the funds into the correct bank account, so you are out money and there is no remorse.

  • Initial Complaint

    Date:09/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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 Wed, Aug 30, 23 I signed up for a INDIVIDUAL account, not a business account with **********************. This account was credited with the email address, Young ********************** So I purchased a card read from this company. It was $39.00 with Free shipping, and a had 30-day money-back guarantee.On Fri, Sep 1, 23 I was notified that, "You are now able to accept up to $500 in transactions."On Sun, Sep 3, 23 I made 2 credit card transaction on this new reader using my personal credit card. One for $1.00 and the second for $1.10.On Mon Sep 4, 23 I tried to make credit card transaction, and was notified by the device due to a security issue I could not process any credit card transaction.On Wed, Sep 6, 2023 I received an email from Sumup. Demanding I provide the following BUISNESS DOCUMENTS. Please provide one of the following items to verify your business activity: Website, social media page/other web presence, or other photos/attachments of business cards, flyers, menus, inventory, storefront, detailed invoice, etc. These materials should provide clear and tangible evidence of the products or services you offer.Over the next 8 days, I have made multiple phone calls, and set numerous emails. Explaining I was an INDIVIDUAL NOT A BUSINESS. I have been told I send this company A copy of my FEDERAL TAX RETURN. ( A clear to Commit Identity Theft) I have repeated been told that the company has no supervisors, Finally, I ask for my account to be closed, to receive the funds from the 2 transactions that were made, and a full refund on the card reader.Instead, on Wed, Sep 13, 23, I receive an email stating my account was closed.When I try to contact the company now, I am told "please write to us from the email address registered to your SumUp account, as ************************** is not registered."I still haven't received the refund for the reader, nor any instructions on how to return it. I want my money. Can you help?

SumUp, Inc. is NOT a BBB Accredited Business.

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