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:10/12/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as a consumer I was unsatisfied with your service.  There were many issues.  That alone should allow a customer to cancel your product and not be blackmailed with additional fees due to unsatisfactory service. 
  
     I am quite confused with a email received regarding 956.00 due, claiming invoice attached? No invoice? Are you charging me for unsatisfied service? Are you charging me for your employees lack of knowledge of your product? Or possibly charging for the high pressure Mr M**** sales representative in the beginning who assured me of the products perfect fit for my company and ending sale to take advantage of quickly? Possibly charging me for being unsatisfied with response times to email requests that were sent.

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

  eceived call back. I have requested several times through email request from multiple departments. I have yet to receive a email response. I have copies of each email sent. They were quick to respond to phone calls or email prior to request to return product. They had no difficulty removing money from my account, but when requested our sales to be delivered, response was system error and they needed to confirm and refresh the system? I believe we have been scammed

  Business Response

  Date: 10/12/2023

  Hi There,

  Thank you for taking the time to share the issues you have experienced with your purchase. We can see you have received all payouts from transactions processed on the card processing device. We have attempted to contact you frequently with regards to assisting you with your setup and have attached the call logs on your account to evidence this. We have also attached your payouts report to evidence the funds transferred into your bank account. We do not believe there to be any issue with the account but we understand you may need additional training/support/education to understand your payout schedule and system usage. Epos Now's stance is to continue with any training requirements you may still have. If your only desired outcome is to cancel your account we can issue you your exit invoice. Please let us know how you wish to proceed.

  Kind regards 

  Business Response

  Date: 11/01/2023

  Hi *********
  

  When you purchased you E-signed (attached) a contract with Epos Now which is legally binding and requires the exit fee be paid if you wish to cancel your services. Epos Now is under no obligation to waive this fee. That being said we did diligently investigate our efforts to onboard you and determined that we have attempted to do so in accordance with our onboarding processes and frequency. We can appreciate you may feel dissatisfied with aspects of this and are not absolving our responsibilities to do better for you in this area hence our willingness to ensure we provide you the training and service you are requesting. What we will not do is cancel your contract without the balance being paid off in it's entirety. 

  In the event you do not wish to receive further assistance from us onboarding you our only option is to collect the balance owed on your contract. Should neither of these options be concluded the account balance we be auto allocated to debt collection to pursue the sums owed. 

  This is our final stance on this matter.

  Kind regards

• Initial Complaint

  Date:09/25/2023

  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.

  I’ve been trying to get this issue resolved for a while. The incident was previously given the number ********** by ePOSnow.com. The ePOS system was hacked and the banking information was changed to a personal account with ****** ** ******* *****. I have contacted ****** ** ******* ***** and I spoke to a representative that said the person the payments were transferred to is Corey M***** Bank Routing number, ********** Account number ending in ******* The full account number can be given if needed. I have not received any additional updates from ****** at ******* ***** about fixing the fraudulent transfers and correcting the error.
  
  Below are the payments that I did not receive from nightly transfers from our POS system:
  
  7-20-2023 for $883.85
  7-23-2023 for $3,667.71
  7-24-2023 for $728.57
  7-25-2023 for $506.60
  7-26-2023 for $418.04
  7-27-2023 for $541.73
  
  Total: $6,746.50
  
  I would like for the transfers mentioned above to be reversed from ***** ******* account and returned to the account of *********** so that they can properly disburse the funds to our correct business account.

  Business Response

  Date: 09/27/2023

  Hi *****

  We are still very much pursuing this investigation for you from Epos Now's side and are dealing with the matter extremely seriously.

  We apologize for the delay in this process and want to reassure you we are doing everything within our power to pinpoint the issue and ensure the appropriate outcome is achieved.

   

  Kind regards 

• Initial Complaint

  Date:09/18/2023

  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.

  I purchased a point of sale system for a new business a year ago. The EposNow sales team was great - friendly, available, willing to answer question. Once you get your system in place that all changes. There was never any training - I had to figure it out. Fast forward one year and it says my free license trial is expiring. Don’t even know what I got “free”. I’ve been paying monthly. I started trying to reach someone two weeks ago when the message first appeared. I have called numerous times but apparently EPOS Now no longer takes phone calls or does live chat. They tell you to fill out a ticket. I did that. They just closed it without answering question (similar to when I filled out tickets with training questions - they were simply closed out). Now I’m down to one day before renewal of something. Not sure if my bank account is about to get charged some big fee or what will happen. Once they get your credit card they are no longer available. If you call their number it tells you to fill out a ticket and disconnects you. If you try to chat the website does same thing. They post all over the internet how easy they are to contact. They are not. They are unreachable unless you call sales. The biggest mistake I have made in my new business is using this company for my point of sale.

  Business Response

  Date: 09/25/2023

  Hi ******

  Thanks for reaching out and sharing the issue you have experienced.

  We are sorry to hear you have had trouble reaching our team, we have live chat available through the website and your back office in addition to our mainline *** ******** - option 2.

  We have checked through on your account and there is no renewal fee set to come out and your charges will continue as they have been on a monthly bases.

  We are investigating why you were sent this internal email but wanted to reassure you that you are not liable for any renewal fee.

  Kind regards 

• Initial Complaint

  Date:09/11/2023

  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.

  This is not resolved or closed.

   

  your message was not received.

   

  reopen

  s a mis-sell. ******** is my case #. I was misled and lied to. Toby, while on a call with the third party merchant provider apologized profusely about it all and said, "from now on you can call me directly. When we hang up, I will send you my direct line and we will get this handled for you." I never got an email from him. I don't have someone in my court at epos assisting us in getting a resolution. I want to send all the equipment back. I was told they needed the cc machines back but that the other hardware is mine to do with what I pleased by Serena - customer support on 9/7/23. I had raised tickets twice in July because I had to change my password every time I wanted to log in. I still have not heard from ANYONE on the password glitch - and still a glitch. Will someone from your company, hopefully Toby who sold us this, call us and send return labels and a voided contract since you know this is all on terms we did not agree to.

  Business Response

  Date: 09/25/2023

  Hi *******

  Thank you for taking the time to reach out and share your issues.

  We have looked into your account and can see you had a complaint raised with our Success team and Yvonne has been in touch directly to discuss this.

  It appears we were unable to uphold any claims with regards to the "Customer not present" processing option for credit cards.

  We can also see you have potentially been referred to MPI merchant processing as they have the functionality you need. What is the current status in terms of you being signed up with MPI?

  Kind regards 

• Initial Complaint

  Date:09/07/2023

  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.

  I purchased an epos now system and was told if i didnt like within the 30 days period i could cancel. Within that 30 days fram i tried contacting the company several times with no avail i did do a chat with a person named joshua and told him and he said he would take care of it. Now this has gone on for sometime now i keep calling and writing only to be ignored now i am receiving a email saying i have to pay an early termination fee I have been contact with other businesses that are fed up with this company and thier shady proctices so i will be taking this matter to my attorney and to the courts

  Business Response

  Date: 09/07/2023

  Hi *****

  We have listened to the call and the representative in question did state that they would escalate your case to Customer Success who would review your account and contract and that if anything was owed would speak to you about it.

  We have attached a screenshot of the call transcript covering this part of the call.

  We can cancel your account but would require that the cancellation fee be paid in order to do so.

   

  Kind regards 

• Initial Complaint

  Date:08/29/2023

  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.

  Started using EPOS NOW around March, ive since had to close my business due to it failing, still repeated emails about trying to charge me, but no responses to the countless emails of me trying to resolve the situation and send the equipment back.

  Business Response

  Date: 09/25/2023

  Hi ********
  
  We can lower the final balance due to $1,750 upon collection of the credit card processing device. Aside from that the rest of the equipment is non-returnable and we would be unable to reduce the balance by any further amount.
  
  In terms of lower sums being offered, we always provide the balance owed based on the types of services purchased and the remaining time left on them.
  
  You have purchased our "Plus Monthly" bundle which has the lowest upfront cost but longer default contract lengths. This is why your amount owed is what it is.
  
  Any questions please feel free to reach out. If you wish to proceed with the return of the card processing device to lower your balance please let us know and we will email you a return label for that item.
  
  Kind regards