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:06/12/2025

  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.

  In Dec of 2024 I spoke with **** F *******, Head of Partnerships (NA), ePosNow ************ *************************************** regarding using his software for our Point of Sale. His explanation of his software and service seemed reasonable for us to move forward. **** put us in contact with is onboarding team and shipped us hardware with our information loaded. In the meantime, we arranged for training on how to use system. I gathered my team and was prepared to train. The EPosNow team was not prepared to train us in the areas needed and the session was ineffective. We set up several other meetings but EPosNow either changed the date or type of session that would be held. I spoke with **** that i was not happy thus far with service and he arranged to another training session which again was ineffective. I tried multiple multiple times to set up other training sessions, but their online portal would stall or time out as **** at this point suggested that we set up sessions with the back-office system of EPosNow. After several months of ineffective service, I contacted **** and told him i wanted to cancel the service because EPosNow was impossible to successfully arrange and provide service. At this point we further discovered the software could not provide all the functions earlier promised. I'm a very reasonable person and felt that we tried to work with EPosnow, but each time i addressed a problem I felt like i was sent in circles reaching out to different departments. Today when we finally reached someone in customer service, they stated that this was first time they heard we had an issue, there was no record of complaints, and they didn't know who **** ******* was. I understand our contract does not end until Nov. but my position is that we never successfully received any customer service to start using the software. We never got to the point to even open the hardware up and use it because nobody from EPosNow ever trained us.

  Business Response

  Date: 06/13/2025

   

  Dear **** ********, 

  Thank you for raising the complaint with BBB and I am sorry to hear of the issues you have bee faced with, to date. 

  Following a review of the account, we are able to see that **** ******* is named on the account but the sale was done through the reseller company Gettrx; therefore we have no calls to review the sale made and to know if features were discussed and or what was required for your business. This being said, I have reached out to **** and await his response with further information to help with the BBB complaint. 

  As for the support and training, very sorry to hear that this kept changing and things did not go as planned. In order for me to move forward, I will need to wait for ****, therefore in the meantime, if you have any further information you can contact me directly by emailing ********************************************************************************. 

  Thank you 

  ****** ******* - Global Complaint and Customer Engagement Manager

   

  Customer Answer

  Date: 06/13/2025

  I see you noted that GETRX was the reseller. They are not; they are my credit card merchant provided that set the meeting up for me to talk with Eposnow. 

  Customer Answer

  Date: 06/13/2025

  received today from eposnow

  Hello **** ********,
  
  Lions Automobilia
  Account Number: **********
  
  Thank you for contacting the Epos Now support team, your reference number is #********
  
  If you need an update or would like to talk to us further about this query,please respond directly to this email.
  
  Kind Regards,
  
  ******

  Customer Answer

  Date: 06/24/2025

  This matter has not been resolved. please do not close this case. 

• Initial Complaint

  Date:06/06/2025

  Type:Order 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.

  I am writing to formally file a complaint against Epos Now, a point-of-sale (POS) system provider whose business practices have proven deceptive, damaging, and wholly unprofessional. My experience with this company has resulted in significant financial loss and operational disruption, and I believe their conduct warrants urgent review and consumer warning.Immediately upon receiving the Epos Now system, it was non-functional out of the box. I was unable to process any sales, which critically affected my ability to serve customers. I contacted support, and was instructed to return a faulty parta process that rendered the system useless for several days. Despite being unable to use the system at all, Epos Now still billed me for monthly service fees and non-service-related ********** make matters worse, Epos Now falsely advertises compatibility with major credit cardshowever, their system does not accept ****************, which was never disclosed at the time of sale.I was ultimately forced to switch to Square just to keep my business operating, even though I had already paid for and expected to rely on Epos Nows system. The fact that I had to turn to a competitor because Epos Now sold me a defective system is unacceptable.Moreover, their representatives gave me misleading assurances about system functionality and service terms. I was promised that the issue would be resolved swiftly and that I would not be charged for the period the system was downnone of which was ********** my opinion, this company engages in deceptive trade practices by misrepresenting their product, failing to disclose critical limitations, continuing to bill for non-operational services, and providing false or conflicting information through their representatives. Their conduct appears to violate basic consumer protection principles and is a serious matter for both the Better Business Bureau and relevant regulatory authorities.

  Business Response

  Date: 06/13/2025

   

  Dear Bryan 

  Thank you for raising the complaint through BBB and I am sorry to hear of the issues you have been faced with, to date. 

  Following a review of the account and cases, there is a case ******** from 11th March, which was raised for a card machine swap; since this case there has been no case raised for any further issues with the card machine. 

  Under case ********, the case raised was for a ******* Claim; unfortunately, I am unable to see that anyone has made contact regarding this and do apologise. I will need to raise this as a complaint and look into the claim to ensure the sale was adhered to. 

  The BBB complaint will be documented on your account and I will do a full run through of the account and cases and come to a conclusion to your account. 

  Lastly, I am aware that the card machine has come back and after speaking with our Customer Success Team; they confirmed an exit fee would be applicable but this has been declined. We remain dedicated to working with you and further contact will be made in due course. In the meantime, if you would like to make contact you are welcome to email ********************************************************************************.

   

  Thank you, 

  ****** ******* - Global Complaints and Customer Engagement Manager

• Initial Complaint

  Date:05/14/2025

  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.

  I signed up for the EPOS Now service based on representations made by their sales team. There was no option for a trialsigning up was the only way to test whether it would integrate with my system, as promised. After signing up and attempting to complete the integration process, I discovered the system was not compatible as described.I reached out to EPOS Now for assistance and received no response for over a week. After multiple attempts, I was finally able to speak to someone, who then confirmed that the features and integration I was sold would not work for my business. At that point, I was provided a return label and told the account would be canceled.I returned the equipment using their provided label, and tracking shows they received it. However, they continued to bill me. I contacted EPOS Now multiple times to address this, but I was either ignored or told the account could not be canceled. I eventually placed a block on my credit card due to the unauthorized charges.The service does not meet the terms discussed and cannot perform as advertised (i.e., direct integration). Despite written requests for confirmation of cancellation, I have not received a response. **************** has had to step in and refund charges repeatedly due to this ongoing issue.This situation is both frustrating and unacceptable. I am simply asking for EPOS Now to honor what was said, cancel the service, and stop billing me for a product that was returned and does not work as promised.Desired Resolution:Immediate cancellation of my account Written confirmation that no further charges will be made Assurance that no negative reports will be made to credit agencies Refund of any remaining unauthorized charges, if applicable

  Business Response

  Date: 05/21/2025

  Dear *******, 

  Thank you for the comments made on this post and we are very sorry to hear of the issues you have been faced with, to date. 

  Upon review of the account we can see two complaints being raised from CMP-15255 10th January 2024 and CMP-15568 22nd January 2024. Our review locates that the sales calls were reviewed and that the sales agent did not ******* on the sales calls. Now we no longer have the sales calls because these are over 12 months. 

  Reviewing further into cases we can see a collection of goods was actioned for the card machine and this was returned; but based on this we are not able to see that any agreement for cancellation with no exit fee was detailed. We appreciate that you state there were functionalities the system could not not do but because we now no longer have access to the sale calls we cannot confirm further. At this moment, the exit fee would need to be paid / failed payments on the account. 

  Thank you 

  ****** ******* - Complaints & Customer Engagement Manager

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23329422
  
  I am rejecting this response because:

  I find it not right to be held liable for something that never worked from the beginning when I brought it to your attention minutes after the purchase was done.

  I am ok paying partial for the initial time we spent trying to make it work (which I already did), but I am not OK with paying for an entire year of service that I DID NOT USE or have the equipment for.  Again please explain to me how I received a shipping label from EPOS Now to send equipment back if you did not agree to cancel?  Again I am trying to work together but no one is willing to bend.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/12/2025

  Dear *******,

  
  Thank you for your response to our recent communication regarding your BBB complaint. I want to sincerely apologise that our previous response did not meet your expectations, and I understand your continued frustration.
  Please be assured that we take your concerns very seriously. We will now re-review your case in full to ensure that every detail is considered thoroughly and fairly. Our goal is to provide a resolution that reflects both the facts of the matter and the level of service you rightfully expect.

  
  We appreciate your patience as we complete this further review, and we will be back in touch as soon as possible with an updated response.
  If you have any additional information youd like us to consider as part of this review, please dont hesitate to share it with us.

  
  Kind regards.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23329422
  
  I am rejecting this response as this is the only option to provide additional information and do appreciate EPOS Now looking to help resolve this.

  I would advise the team at EPOS now to look at my original cases CMP-***** and CMP-*****, here is the return label for the equipment and a email confirming the cancellation.

  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/01/2025

   

  Dear Matthew 

  Thank you for the response. 

  As mentioned, we are aware that a collection of goods was made, but what we are not able to evidence is that there would be no exit fee. At this time, we will be referring to the Terms and Conditions and the complaint outcomes. 

  We remain dedicated to working with you and apologise for that if this is not the outcome you had hoped for. If you have any further evidence to submit the likes as emails confirming cancellation with no fees, please provide this and we will happily revisit your account.
  
  Thank you, 

  ****** ******* - Global Complaints & Customer Engagement Manager

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23329422
  
  I am rejecting this response because

   

  i would Like to see an itemized list and break down of the costs please provide that and a number for me to reach you at and I will call and pay what is needed BUT i want in writing that the account is canceled at that time and no further charges will be attempted if they are then I would get a full refund on anything I pay you starting now. Please confirm you agree and send me a contact for you specifically. I want this to go away and for your company to never ever reach out to me again for anything please confirm that too.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/07/2025

   

  Dear *******

  Thank you for the response. 

  I have passed your account over to my colleague *****, who will be in touch via shortly confirming the exit fee and instructions for payment. At present the exit fee is showing ****** and is broken down to the following; 

  x3 Standard Support License - $39 each 

  ************************** Card Machine - $15 each 

  x1 Payment Premium - $58.99 

   

  Thank you 

  ****** ******* - Global Complaints and Customer Engagement Manager.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23329422
  
  I am rejecting this response because:

  I will not pay the $255 for card machine as it was returned you have confirmation, emails, and tracking. I will pay the rest per the terms. Please reach out and we will handle.

  Based on the break down it will be about $215 and change.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/25/2025

  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.

  Whatever you do, please dont subscribe to this service. They are big time scammers. They have been sitting on my funds ( usd *****) for almost 2 weeks. They do not respond to emails. When you call, you are either given an email address that bounces or they tell you that you would receive a call back. BIG SCAM!

  Business Response

  Date: 04/30/2025

  Dear *******************, 

  Thank you for the comment and we are sorry to hear of what you have been faced with, to date. 

  We have reviewed your account and our team in Payments Monitoring emailed yesterday, informing that further evidence is required for a charge made on 18th April, until this is provided no funds will be released. We have a right to ensure that charges being made on our card machines are correctly being used; this is to support you as well as us. Please email the team that reached out to you. 

  Thank you 

  ****** ******* - Global Complaints and Engagement Manager

• Initial Complaint

  Date:04/25/2025

  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.

  PDF attached Hardware and software that didnt work, Implementation and tech team were not able to get it working in a timely manner. They were told several times my store opening date.

  Business Response

  Date: 04/30/2025

  Dear Suzanne 

  Thank you for the comment and I apologise for the issues you have been faced, to date. 

  We have reviewed the account and are waiting to hear back from colleagues on the matter faced; once we have a response we will make contact with you. We of course understand your position on what outcome you would like here, but we do need to ensure we have reviewed all before concluding a decision. 

  Thank you, 

  ****** ******* - Global Complaints and Customer Engagement Manager

  Customer Answer

  Date: 05/22/2025

  This is far from resolved.  All EPOSNOW did was say they would investigate. They opened a ticket requiring information from their implementation team.  No one responded.  I did not make any further comments on BBB because i was not requested to do so.  There was no question in their statement. 

  I have asked several questions in their ticket support area. None have been answered.  I tried to talk with an agent. They said they would go investigate and did not come back to the chat. 

  I now have had $300 taken from my account b y EPOS without authorisation or prewarning.  This has caused extreme difficulties and distress.   On the day i advised i was no longer continuing with their company, I was told to pack up the card reader and it would be collected. If it was not ready i would be charged. I packed it up immediately and it has been ready for collection ever since. There have been no attempts to collect it nor any instructions for its return. Why has there been no contact? Why was my account charged? I did my part. They did not do theirs.  Now i am penalised by their lack of attention to my tickets and queries.   I have asked them but absolute silence. 

   

  
  

  Business Response

  Date: 06/13/2025

   

  Dear ******* *******,

  Thank you for response to the BBB complaint. 

  First, I would like to take a moment to apologise that there was no further update from myself, I can see that from case 02174269 it shows that my colleague ******* has reached out to you regarding the issues faced and has informed that the offer for a refund was declined at the time and further troubleshooting would be required and or a Return to Base for the device. With this, he also stated compensation for months free of subscriptions.

  We are keen to work with you and find a resolution and I am in agreement that one of the options I would be inclined to push for is the Return to Base for us to test the hardware.

  This being said, on the case detailed above it does not look that our Technical Agents reached out to our Tier 2 Team or offered the Return to Base and we do apologise for this. To conclude the Printer issue, I am happy to arrange for the collection of this device only and issue a refund for this only; you will be liable for the remaining term of the account and the Till solution is yours.

  For the card machine I am waiting on our Dispatch Team to confirm some information and this will conclude why the charge wa made for the card machine and I then can make a final decision, on how to proceed further on this. A response will come directly from myself and my email is ********************************************************************************.

   

  Thank you, 

  ****** ******* - Global Complaints & Customer Engagement Manager

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23250531
  
  I am rejecting this response because:

  This response makes it appear that a refund was offered for a device and some free months of subscriptions. Sounds impressive!   Both options are contingent on me continuing with this company.  This option is not amenable to me nor possible.    The equipment has been packed up since easter weekend.  I was not getting the assistance i needed and certainly not in a timely manner.   Nobody seemed to be able to work out how to fix the problem and the opening of my business was delayed.  Eposnow was clearly informed right from the beginning of my opening date.  Responses from technical team were slow and inadequate.   I had no choice but to go with another company.  Or I would be still sitting here with a closed store waiting for someone to do something.   The offers sound like they are real offers but they are not.  I am still paying for support which is very aggravating.  I get no answers to my questions.  I was badly done by this company at no fault of my own.  I am a sole proprietor in a very small location with very limited funds.  I have paid hundreds of dollars for a system that did not work.  The printer did not work, the "generating labels" part of the software did not work.  Barcodes were critical to our functioning.  Extremely disappointing!!!!  

  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/01/2025

   

  Dear Susanne 

  Thank you for the response, and I am sorry to hear of the decline to my offer based on the evidence we have located. 

  I understand the points made, but in terms of reviewing the case and your claim, as I confirm again, we have attempted to make contact and to see if we can fix the issues you have been facing. We remain dedicated to working with you and we always aim to provide a good service and with that, ensure we can get hardware or software working for our customers and with that, sometimes there is an offer of a complimentary period on billing; we understand paying for a service when something does not work, can cause inconvience as well as frusturation. 

  At this time, we would not be looking to refund or cancel the account, and still, we are still dedicated to helping fix the issue. 

  Thank you,

   

  ****** ******* - Global Complaints & Customer Engagement Manager

• Initial Complaint

  Date:04/03/2025

  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.

  Basically what happen is our Post signed on with EposNow a little more than two years ago, and found the system they had just didnt work for us. Approximately two years ago a phone call was placed to their customer service and a request was made to cancel the service. For two years they continued to charge our account for services they were not providing. I took over as quartermaster, in February 2025, I noticed these charges and called the company. At this point I wanted them to simply cancel the service and refund the current charges. I was assured over the phone that they would do ******* forward to March, EposNow was sending emails saying they were unable to collect money from the Post. I called again, and spoke to a representative ******* ******** who informed me, that he had no record of any cancelation attempts with our account. Mr. ******** came to the conclusion that EposNow, over a two year period, had charged our veteran post $4,555.00 in fees for service they were not providing, and stated this in an email (uploaded) He then opened case number ************ update from Mr. ******* ever came. I again called EposNow on March 26th 2025 and spoke to representative ***** ******. Mr. ****** informed me that he had no record of any cancelation attempts or any contact with Mr. ******** and in fact Mr. ******* no longer worked for EposNow. I forwarded the email from Mr. ******* to Mr. ******* showing there was contact made.After a few days Mr. ****** advised since they didnt have any record of our contacts they were just going to drop the matter. They claim since they dont have a record of any phone call, and we cant give them a record, since we dont record our calls, then they are not responsible. As of this date 03/31/2025 EposNow is still trying to charge our post for services they are not providing. It is shameful this company is still trying to take money from a Non-profit veteran organization.

  Business Response

  Date: 04/11/2025

  Dear Paul 

  Thank you for the comment on BBB and for bringing this to our attention. 

  We have reviewed the account and have located calls had March 2025 about the refund and cancellation. Upon review we cannot locate any cases or calls that suggest any cancellation was agreed and we only keep calls for 12 months at a time; if you have any evidence to support this and can provide we would like to review. 

  Apologies that this may not be the outcome you had hoped for. If you have any further questions, please email ***************************************************************.

   

  Thank you, 

  ****** ******* - Epos Now Global Complaints and Socials Manager 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23157881
  
  I am rejecting this response because:

  This appears to be the operating practice of your company.  Ignore any contact, delete any record of contact, refuse to cancel the account, and continue to bill, just in case they don't notice.  This is apparent since you don't even have the record of the call in February when all I was trying to do was cancel the service.  And in the second contact made with ***** ******, who had no record of the contact with ******* ******** in fact I had to forward the email from Mr. ******** just to get Mr. ****** to admit there was in fact a contact.  This is bad business practice any way you look at it.

  As I stated before, we don't record our calls, and you just admitted you only keep yours for one year (must be nice for plausible deniability).  I am sure if you run the records of use for your POS (meant both ways) system, you will see there has been no use from our post for over two years, yet you continued to charge for your non-service the entire time. 

  My predecessor did not pick up on the fact you kept charging our post for services not rendered, so this went on and on to the tune of over $4000.  Only after I saw it and canceled the *** card your non-service was attached to did the charges stop.  Then you wonderful people started hammering us with emails, try to collect money for your non-service.

  I have noticed the bill collection attempts have stopped since this complaint was filed.  Is this what it takes to get your company to stop trying to collect for non-service?

  It is shameful your British owned company likes making money by ripping off an American Veteran Post.  I will make sure my fellow Quartermasters know about your company.

  Sincerely,
  

  **** ******

  VFW Post 9401 Quartermaster

   

  Business Response

  Date: 04/30/2025

  Dear Paul 

  Thank you for the response. 

  I understand the issues you have been faced with, but we do not have the evidence to support the claim. 

  We have waived the failed payments on your account as goodwill and can see that the last back office transaction was back in 2023. Whilst we do not have the evidence no refund will be made. If you are unhappy with this outcome you are welcome to take this further to any means available and or necessary to you. 

  Thank you, 

  ****** ******* - Global Complaints and Customer Engagement Manager 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23157881
  
  I am rejecting this response because:

  You show we have not used anything you charged for since 2023, but you are all good with charging anyway?  Your dedication to ripping people off is is truly legendary.

  
  Sincerely,
  

  **** ****** Quartermaster

  Business Response

  Date: 05/01/2025

  Hi Paul 

  Thank you for the email. 

  I understand the points made, the only other thing we can look at is you confirming all telephone numbers and we review again. But as mentioned before there are no cases to suggest a cancellation; based on this we see no grounds for the refund. 

  Very sorry that this is not the outcome you had hoped for, if you wish to take this further which you are within your right to do so, you may.

  Thank you, 

  ****** ******* - Global Complaints & Customer Engagement Manager.

• Initial Complaint

  Date:03/28/2025

  Type:Delivery 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.

  Have not received payout from the company. I stated using this ****** in July 2024. The company changed systems in March, I have not received a payment since March 11 2025 due to this company stating they lost my banking information. I have resent my banking information still getting and been trying to receive my payouts.

  Business Response

  Date: 03/31/2025

  Dear Latorious ******, 

  Thank you for raising the ticket and for bringing the account to our attention.

  Following a review of the account we can see case ******** has some current activity of the issues you are facing; but also there are others. I have reached out to the relevant departments to ask for updates as it looks that the issue is with Adyen and a ticket has been raised. We of course apologise for any inconvenience caused and aim to come back to you as soon as we can.

  Thank you

  ****** ******* - Global Complaints and Socials Manager

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23128962
  
  I am rejecting this response because: this business has been telling me this same response via phone since March 11th, today is March 31 and there is still no resolution, I have yet to receive any payouts in over 20 days. Epos Now is Nowv saying there is an issue with there card reader company (*****) a 3rd party. I just want my payout so I can cancel service with EposNow
  
  Sincerely,
  
  Latorious ******

  Business Response

  Date: 04/11/2025

  Dear Latorious,

  Thank you for the response. 

  Upon review we can see on the 4th April, the payouts look to be resolved and a colleague of mine has confirmed this with you and recent emailed (14 hours ago) to see how things are. We understand with payouts there can be an inconvenience caused, but please note we do our best to work as quickly as we can. 

  Thank you,

  ****** ******* - Epos Now Complaints and Socials Manager.

• Initial Complaint

  Date:03/09/2025

  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.

  Extra unnecessary chart done to my business account of 300 dollars while still waiting for the return.

  Customer Answer

  Date: 03/23/2025

  I have contacted also them and they said that my refund has been put under review, but not idea about the time for approval and to send back the money that should never be charged. It is incredibly how this company has act with such immunity against other small businesses and taking their money without any legal consequences. I hope that also could rate them in your website in order to make others aware of their actions.

  Business Response

  Date: 03/31/2025

  Dear ******* *******,

  Thank you for raising this with us and for bringing to our attention. 

  Following a review of the account we can see that under case ******** there is a refund for the $300 that is being charged and it is pending approval with management at current. All refunds or changes are subject to management review and approval; but I can confirm that the refund has been chased. 

  If you have any further questions please do not hesitate to reach out to ************************************* and if the refund has been rejected we will make contact with you. 

  Thank you,

  ****** ******* - Global Complaints and Socials Manager.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23040405
  
  I am rejecting this response because the payment should not been taken at all and I shouldnt wait over a month to receive it back. I have already placed a fraud alert with this transaction made by them and the bank is going to question them now and to get my money back. They should not be placed into your BBB system at all.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/11/2025

  Dear Ernest 

  Thank you for the response. 

  I understand your points, but also can confirm that we have been made aware of the chargeback with the bank and this has been adhered to and funds should be with you; as this was a chargeback the refund has been cancelled on our side. The account is now rectified and no further charges will be made. 

  Thank you 

  ****** ******* - Epos Now Global Complaints and Socials Manager

  Customer Answer

  Date: 04/22/2025

  HI BBB

  
  

  The Epos now has not paid back the money yet. I am still waiting for it.

  Business Response

  Date: 04/30/2025

  Dear Ernest 

  Following our recent last comment, we informed that no refund would be due as the chargeback has been actioned through your bank. Please speak with your bank regarding this. If you have any evidence of confirmation from your bank that the funds have not been returned, please email ***************************************************************. 

   

  Thank you 

  ****** ******* - Global Complaints & Customer Engagement Manager

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23040405
  
  I am rejecting this response because the business has not make the payment yet according to the bank.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/04/2025

  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.

  Dear **** Madam, I run a business by myself the person who helped me set up the epos left and frankly we were not very happy with the service so we decided in december 2020 to go with a new POS system TOAST , I am going through hardship right now so I am looking closely at my bank account and I thought Epos charges were my current POS charges ...I cancelled online, I callled left a message. Then they called me and I asked to have some of the money back $171 per month for 4 full years they said sorry you should have cancelled (which I cannot remember doing or not) there was absolutely no activity for 4 years and they won't give anything back !!!! thank you ! *******

  Business Response

  Date: 03/25/2025

  Dear *******, 

  Thank you for bringing this to our attention and apologise for that this has been raised.

  We have reviewed your account with us and can see that this is now closed. However, to provide some insight of what we see on the account; the sale was made 2018 and in 2020 you state you moved over to another provider; we do not have any cases referring this and no longer have the calls to evidence as calls are only kept up to 12 months of a time under Data Protection. This being said, we can see that a case that show "Account closed" and this might be to do with the bank account, this is not regarding the account being cancelled. 

  We understand if you move over to another provider it can be confusing on charges however, we cannot locate any evidence that would support us issuing a refund for the charges made. We appreciate that the system has not been used since **************************************************** our control and payments could have been stopped with the bank. We understand that this may not be the outcome you had hoped for. If you would like to reach out further you can email ***************************************************************.

  Thank you 

  ****** ******* - Global Complaints and Socials Manager

• Initial Complaint

  Date:03/03/2025

  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.

  I bought the system in August and finally got it set up today, it does not work it is a scam and they have been charging me monthly since august for a product that does not work

  Business Response

  Date: 03/25/2025

  Dear  ***** *******, 

  Thank you for bringing the account to our attention and sorry to hear of the complaint you have made.

  Upon review of the account we are unable to locate any cases that suggest of an issue being had with the Till system. We understand that the purchase was made in August and if there has been some delay on our side we most certainly apologise for. We will need to make direct contact to discuss the issues you are facing with the Till and see what we can do to resolve. At this stage, we would not be issuing cancellation or a refund and reserve the right to find out any issue a customer is having and find a way of resolving. 

  When we make contact it would be advisable that if you have any evidence ie; emails to show any contact with any agent we can review this accordingly. 

  Thank you,

  ****** ******* - Global Complaints and Socials Manager