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Business Profile

Payment Processing Services

SumUp, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

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:06/21/2023

    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.
    I contacted sumup in regards to obtaining a credit card reader that will allow me to enter card numbers manually. They insured me they were the company I was looking for. When I got the product, their security future prevented me from using it. Customer service put me off now ******* won't return. Now out of $60 and need my money back

  • Initial Complaint

    Date:06/21/2023

    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.
    I purchased a SumUp Solo in early May 2023 for a non-profit that I am on the board of. I started the process of setting up an account on May 10, 2023. My account has been 'stuck' in 'verification' status for a month and 10 days. I have called this company 5 times and have been promised verification will be completed by the end of the day. I have since called asking for a refund which they will not give.

  • Initial Complaint

    Date:03/22/2023

    Type:Order Issues
    Status:
    Answered
    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 used their service to send a link to a client that was paying with their card via a link from sumup. They asked me to send in the contract and text messages stating what the *** is for that I was suppose to get. They have made it impossible for me to get the money Im so mad Im going to get a lawyer if it is not resolved. I worked for that money.

    Business Response

    Date: 04/17/2023

    Hello ****,

    We're sorry to hear that you're unhappy with your experience with SumUp. We believe it's necessary to be as transparent as possible to best support our merchants and encourage all interested merchants to review our Terms & Conditions, accessible here *************************************************. As a regulated financial institution, SumUp is required to monitor transactions and conduct merchant verifications. Occasionally, we may request additional information to ensure transactions meet our Terms & Conditions and that merchants have supporting documentation should a chargeback be filed.

    In looking over our communications, it appears that this issue was resolved and you're successfully transacting again. If there's anything else we can assist you with, will you please let us know? Thank you!

    Your SumUp Team

  • Initial Complaint

    Date:03/21/2023

    Type:Product Issues
    Status:
    Answered
    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 merchant has not released our funds for over 4 months. After calling and being promised multiple times our payouts would be released, we still have yet to receive thousands of dollars. We have even submitted documents they requested to no avail!

    Business Response

    Date: 04/17/2023

    Hello,

    We're sorry to hear that you're unhappy with your experience with SumUp. We believe it's necessary to be as transparent as possible to best support our merchants and encourage all interested merchants to review our Terms & Conditions, accessible here *************************************************.

    As a regulated financial institution, SumUp is required to monitor transactions and conduct merchant verifications. Occasionally, we may request additional information to ensure transactions meet our Terms & Conditions and that merchants have the necessary supporting documentation.

    In reviewing our communication, it does appear that this issue was successfully resolved. If there's anything else you need, please contact our support team. Phone support is available Monday through Friday, 9am to 7pm ET at **************. You can also send us an email any time at ********************************.

    Thank you,

    The SumUp Team


  • Initial Complaint

    Date:02/04/2023

    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.
    December 29, 2022 Amount paid: $1,622.17 The taxi fare was 15 for a 10-minute ride (see uploaded document)Sumup processed the payment and will not assist in recovering the overcharge. Instead, they told me to contact the authorities. This occurred in *****. I have no way of being able to identify their vendor.I requested help from Chase Mastercard. They told me to contact Sumup. I was surprised that ***** Mastercard fraud detection did not trap this transaction. A $1,622.17 taxi ride is certainly not a typical transaction.Chase card reference number: *********************** Sumup case reference: *******

    Business Response

    Date: 02/07/2023

    Hi *******, apologies for the delayed response from our team. Unfortunately, because the transaction has already been processed, it cannot be canceled or adjusted from our end. In accordance with our privacy terms, we are not able to provide additional details about the vendor, but we have forwarded your case to the relevant internal teams to conduct necessary checks in order to prevent this from happening again. We are happy to collaborate with the authorities if they are able to provide us with an official request, but in the meanwhile we suggest reaching out to your bank directly for information on potential resolutions.

    Customer Answer

    Date: 02/07/2023

     
    Complaint: 19335042

    I am rejecting this response because: Chase Mastercard require the details of the vendor. The reason I lodged a complaint with the BBB is precisely because I am put in a box by Sumup. They alone have details of the transaction which is clearly an error or fraudulent. To take the position that the transaction has already been processed does not change this fact. Who are "the authorities"? This is completely unacceptable. It leaves me with absolutely recourse. 

    Please advise how I can escalate this. Do I need legal counsel?


    Sincerely,

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

    Business Response

    Date: 04/17/2023

    Hello *******, 

    Apologies for not following up sooner on your response via the Better Business Bureau. We were able to successfully discuss and resolve this matter directly in February. Please let us know if there's anything else you need. 

    Thank you,

    The SumUp Team

    Customer Answer

    Date: 04/19/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:08/30/2022

    Type:Product Issues
    Status:
    Answered
    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 purchase the Sumup Card Reader machine earlier, within 12 Months , I read the ****************** twice , I do business with my Son **************************** my Cousin *********************** and my uncle ************************* along with other clients , no problem my phone that was sync with Sum Up Card reader was dropped on cement busted dead no good , I have a new phone I tried to log in my Sum up account and sync new phone I got locked out , I call customer service they waited 3 days later email me and said I can't used my Sum up account anymore am permanently locked out because of ****************** am like what the heck this is crazy I spent money on new Sum up card reader for my business and I can't use it anymore I want justice .****************************.

    Business Response

    Date: 01/27/2023

    SumUp is required to monitor transactions and conduct verifications in line with federal regulations. As a result of this review process, it was decided to close the account. As we are unable to disclose details around specific accounts, there is no additional information available. Thank you.

  • Initial Complaint

    Date:07/02/2022

    Type:Product Issues
    Status:
    Answered
    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 purchased a SumUp credit card reader, opened my account and followed every instruction to a tee. Never have a gotten a single credit care transaction that was not declined. No customer service accessible. Left with a wasted $35.

    Business Response

    Date: 04/17/2023

    Hello ******,

    Thank you so much for taking the time to share feedback about your SumUp experience. We're sorry to hear that you had trouble with registering your account. We are more than happy to help troubleshoot this issue further and encourage you to contact our support team. Phone support is available Monday through Friday, 9am to 7pm ET at **************. You can also send us an email any time at ********************************.

    We hope to hear from you soon.

    The SumUp Team

  • Initial Complaint

    Date:06/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 which is actually based in ****** is selling credit card readers and claims to offer merchant accounts for credit card processing at rates lower than others such as PayPal, Square. etc. Our account application was denied even though they had no legitimate and legal reason to deny the application. Even though they access credit and databases they are not providing customers with denial letters identifying which databases they have pulled. They also said there is no way to appeal their decisions and their telephone customer service will not escalate calls to a supervisor. They collected our personal and business information and documents and then denied our application without any legitimate reason and apparently contrary to state and federal banking and privacy laws. We are reading they have other complaints from other businesses who have been impacted in this way. We would like a resolution of the matter since this company now has our private personal and business information and may be in violation of the law for how they are doing us and others.

    Business Response

    Date: 01/27/2023

    SumUp is required to monitor transactions and conduct verifications in line with federal regulations. As a result of this review process, it was decided to close the account. As we are unable to disclose details around specific accounts, there is no additional information available. In addition, SumUp complies with all applicable legal and regulatory requirements regarding customer data. Thank you.

SumUp, Inc. is NOT a BBB Accredited Business.

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