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:04/23/2025

  Type:Service or Repair 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.

  On Tuesday April 1st I received a call from GoEbt telling me that I was qualified to take payments from customers who use *** cards. I was happy because I had inquired about the necessary steps to do that a few days prior. I signed up with the rep ***** *. ) during the phone call. At the end of the call, after I had paid for the payment processing equipment, **** proceeded to let me know I would not be able to take snap benefits (food stamps) until I applied for a *** number. He told me who to contact and told me to call him back once I received the number so they could finish setting up my account. When I called to get the *** number, I was told I did not qualify. I called **** back less than two hours later. I got a voicemail, so I left a message letting him know I did not qualify and I would not need the equipment. Two days later (Thursday 4/3) the equipment arrived. I still did not get a callback from **** so I called again. I spoke with someone named ****. He told me I could return the equipment and they would refund me for what I paid. He said he was not able to process the refund and give me the return shipping information himself, but he would pass the information to someone else, and they would call me the next day (Friday) or Monday. Tuesday 4/8 I had not received a call from anyone, so I called again. The person who answered the phone sounded like **** but he said his name was ****. I explained to "****" what had happened and he told me he would have **** return my call. At that point I started getting concerned but I waited for a call back. Thursday 4/10 I called several times but all of my calls were immediately going to voicemail. I decided to send an email to **** that same day. I waited an entire week with no return email and no return phone call. I called again Thursday 4/17 and left a message on the voicemail. I tried calling again today 4/23 and left another message. That is when I decided I should file a complaint.

  Business Response

  Date: 05/02/2025

  Dear ********,
  We sincerely apologize for the inconvenience and frustration youve experienced. After reviewing your case, we will be issuing a full refund of all charges incurred since you signed up with us, including the $190 for the equipment.
  We appreciate your time and patience, and while this experience didnt meet your expectations, we hope youll consider doing business with us in the future.

  Customer Answer

  Date: 05/02/2025

   
  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:03/25/2025

  Type:Order 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.

  Account active with ********************** since 2017, contract signed for a month to month renewal. GoEBT is claiming we "signed" a contract with them on 11/06/23, which never happened. GoEBT also will not cancel the account unless we sign the termination contract stating we had a yearly contract with them. This is contractual fraud and extortion. Amount entered is the amount GoEBT is attempting to charge for an early termination fee. If we fail to reach a satisfactory resolution before the next charge, we will be forced to submit supporting documentation to the *** and State **************************

  Business Response

  Date: 04/01/2025

  Hello ******,
  

  Were sorry to hear about the confusion regarding your account, and we appreciate you bringing it to our attention.
  After reviewing the details, weve gone ahead and waived the $300 Early Termination Fee as a gesture of goodwill. We hope this resolves your concerns to your satisfaction.
  At goEBT, were proud to support over ****** merchants nationwide and remain committed to providing reliable service and live customer support.
  
  Sincerely,
  ********************** Customer Care

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  An account manager from ********************** contacted me, having listened to all phone conversations, he worked to resolve the issue cordially. Although this would have been easier if I could have escalated the issue through their internal system, I am satisfied with the resolution. Complaint ID ******** is resolved in a satisfactory manner.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/14/2025

  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.

  Unauthorized charges were made on my credit card without my knowledge by this company beginning on Nov 27, 2024, for $125.00, continuing on 12/27/24, for $65.00, on 1/28/25, for $65.00, on 1/31/25, for $125.00 and $65.00; totalling $445.00. I have contacted them and they say that some of the total amount may be refunded, but not all, and that it will take at least two weeks and review by other depts. I contacted my bank and they have put a block on this credit card for any future charges attempted.

  Business Response

  Date: 02/27/2025

  Dear Mr. ********************** you for reaching out. We appreciate your patience while we reviewed your request.
  

  As a gesture of good faith, we have processed refund requests for both of your accounts in the amounts of $190 and $210. These refunds are scheduled to be completed by February 28th, 2025. Additionally, we have placed your accounts on hold until you receive approval for your FNS number. Your accounts will remain on hold until you obtain *** number approval and notify us.

  Once you have the approval, please reach out, and we will be happy to assist you in moving forward.

  We appreciate your business and are pleased to have resolved this matter to your satisfaction.

  If you have any further questions or need assistance, please dont hesitate to contact us.

  
  

• Initial Complaint

  Date:01/15/2025

  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.

  On January 10, 2025 we had setup fee $125.00 and monthly processing rate $65.00 taken out of our account. This company is a processor for our SNAP/EBT transactions. We then used their provided machine and services to process transactions for our customers at our store. The transactions from the weekend totaled $163.14 Since then, they are not releasing our credits, saying our routing number and bank information is wrong. I have called my bank and they have confirmed there is nothing wrong sin their end and they see no attempts at ACH debits, only the fees that were taken from us on day one. They are playing phone tag with us and some individuals from the company have said there is nothing wrong, all should be fine.

  Business Response

  Date: 01/21/2025

  Dear Mr. ******************** sincerely apologize for the inconvenience you experienced with your account. After reviewing the situation and making the necessary adjustments, your account was reactivated on January 15, 2025, at 9am the day after your call to report the issue; since then, it has been fully operational. You should not encounter any further problems receiving credits from your EBT transactions. We value your business and are committed to ensuring a seamless experience moving forward. If you have any additional concerns or need further assistance, please dont hesitate to contact us directly.

  
  

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  On the phone, the representative pressured me to use their services. I used it for the first two months and probably once or twice over a period of 2 years. In the phone, the representative assured me that I would only be charged for the month I which I would use the machine. This was because we agreed that GoEbt would only be in use during emergencies ( if the other pos malfunctioned). So the representative explained to me that it would only charge me for the month it was used. However this was untrue. Two year passed and Ive been charged $45/month while not using their services/machine. The representative assured me that I would only be charged for the months I used their services as back up for emergencies in which the other POS Provider equipment fails. This was the representatives way to prevent me from canceling their services entirely 2 years back. Im asking for a refund for the 2 years I was wrongfully charged.

  Business Response

  Date: 12/02/2024

  Hello Mr. ********************* you for reaching out and sharing your concerns with us. We truly value your feedback and are committed to ensuring transparency and customer satisfaction.
  
  After carefully reviewing your account, we have identified a resolution that we hope will address your concerns. We can give you a total refund of $900, which includes your 2024 monthly fees of $450 and the equipment fee of $450. However, you'll need to return the equipment you have for this refund.
  
  To facilitate this process, we kindly request that the equipment be returned promptly. Our customer service team is available to assist you with the return process and answer any questions you may have. If you need further assistance please feel free to reach out to us at ************.
  
  We sincerely hope this resolution meets your expectations. 

  Best regards,

  goEBT Team

  Customer Answer

  Date: 12/04/2024

   
  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.
  

  I need shipping and packaging information to return the device. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/03/2024

  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 signed up with GoEBT about 4 years ago under the assumption that they are the only approved vendor of EBT. I did not do enough research to realize that they are not and that is my fault. I signed up with *********************** back in 2020. After signing up I discovered that hey are a *** processor for EBT and all other forms of transactions. I did not want to have two *** systems in my shop so I called him back and asked him to merge with ******. He explained that he cannot cancel his contract but he can help by lowering the fee from 125 a month to 55 a month for unlimited transactions under clover. He explained that they can merge back then and helped me set everything up. I returned the equipment he sent to me and started using clover. I was under the impression that they were the processing system for EBT transactions. I set an alarm on my phone as ****** said that the contract was for 4 years and to call back and get a better rate. I called back as I wanted to add 2 more stores to the system and was then when I discovered that they do not merge with clover. ***************************** explained that they do not merge and was shocked to hear what I was saying. He looked up my account and discovered that they had not processed any transactions at all for me. He was nice enough to set up a call back from management but ********************* was not willing to help. She explained that they do not look up any accounts and that it is my responsibility to know if they are processing or not. The only reason they reach out is if they are not receiving payment from me for the service. She admitted that they don't care about your account unless you are not paying then they care. She also explained that it was my fault and that if they can't find the *** system I sent back 4 years ago, that I will be charged for it. Extremely unprofessional and they do not care about customer service or customer retention.

  Business Response

  Date: 07/17/2024

  Hello ****,
  

  We are sorry to hear that there was some confusion regarding your service with goEBT

  Upon further investigation, as a gesture of good faith, we have refunded the disputed amount of $2400 to your account. You should expect to receive the refund within 5-7 business days.

  We hope this resolves your concerns satisfactorily. goEBT supports ****** merchants nationwide and provides live customer service.

  Thanks,

  ********************** customer care

• Initial Complaint

  Date:06/25/2024

  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.

  Speedup is chain of gasstations. Company was accepting ebt through go ebt terminals. We request to cancel those accounts because of no longer need of ebt terminals. Company request go ebt from near about 2 years to cancel those accounts. Go ebt never cancel those account. go ebt keep on withdrow money from bank account without any service or reason.

  Business Response

  Date: 07/24/2024

  We are sorry to hear that you are not happy with your recent experience with goEBT. We have investigated the issue regarding the cancellation of your EBT processing accounts and have closed all the accounts except for one. This particular account is still in use, and a new terminal has been acquired. We have attempted to contact you, but we have not received a response. As this account is still processing transactions, it is important that we speak with you before cancelling it. Please call ************* so that we can resolve this issue.

  We want to make sure everything is resolved to your satisfaction.

  If you have any other questions or concerns, feel free to reach out to us.

   We're here to help.

  Thank you

   

   

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair 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.

  We've been a goEBT customer for almost 4 years. In August 2023 I switched to another service provider and goEBT continued to charge my account 90$ even after We stopped using the service and equipment. I called in December 2023 and asked them to stop the withdrawal and cancel service and asked them to reimburse us for the months we didnt use the service and they refused. A week later I returned their equipment. The following week they withdraw $300 from my account, I asked them for what reason they said my agreement renews itself every year and the charge was for early termination fee. I never signed for auto renew and never authorized such transactions. It's very disappointing that we have to deal with this nonsense, it is unacceptable.

  Business Response

  Date: 01/17/2024

  Hello *******,
  
  
  We are so sorry to hear that you are unhappy with your recent experience with goEBT. In an effort of good faith, we have refunded the $300 early termination fee to your account as of 1/17/2024. You should be receiving that refund in 3-5 business days.
  
  We hope this successfully resolves your concerns. goEBT supports 27K merchants nationwide and offers live customer service.
  
  If you need further assistance please feel free to reach out to us at ************. We would be happy to help. 

  Customer Answer

  Date: 01/19/2024

   
  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:09/19/2023

  Type:Service or Repair 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 called to cancel the service from this company and was charged $350.00 then today 9/19/2023 was charged another $450 from this company. This company is very rude. They say that this is not a them problem it is an us problem. Never received any information about these charges .

  Business Response

  Date: 09/25/2023

  Hi ****,
  
  After further investigation, we found that we have not received your equipment back which is why you were charged $450. 
  
  
  The $350 charge is due to early cancellation.
  
  As soon as we receive your equipment, we will refund the $450 fee. 
  
  
  We hope this successfully resolves your concerns. 
  
  If you have any additional questions, please reach out to customer service at ************.
  
  Thank you,
  goEBT *************

  Business Response

  Date: 09/26/2023

  Updated response:

  Hey ****,

   

  After posting our initial response on 9/25 our warehouse received your returned equipment at 4:00PM.

   

  Since we have the equipment back, we will be refunded you the $450.

   

  Additionally, in effort of good faith we will refund the $350 early cancellation fee.

   

  Thank you,

  goEBT customer care

  Customer Answer

  Date: 09/27/2023

   
  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. However they are very slow to refund the amount. They ststed that this would be done in 1 or 2 business' days and that has yet to happen. They contacted us directly on 9/25/23 with this statement 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:05/22/2023

  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.

  On May 9th ****************************************************************************************************************** February 2023. We have contacted vendor multiple times regarding the hardware we received was not good for us to use and requested our old hardware to be sent back. they told us no and forced us to look for another provider. We were able to find another provider with adequate for us features and functions. When contacting goEBT on May 9th to cancel our service due to a change they made, they did not make us aware of any cancellation fees on the phone. They followed up with an email (attached) that indicates a BLANK cancellation fee and a cancellation form that also indicates a BLANK cancellation fee which is all assumed there is no cancellation fee. However, goEBT billed our accoutn for $300.00 cancellation fee on May 11th 2023. When we contacted them to find out why this fee was billed, they delayed responding multiple times. We contacted them again today and they said the cancellation fee is in the contract from 2019 and it automatically renews every year without notice for another year. While we would have kept the service if they didn't change our hardware which is what we initially agreed upon. The new hardware/service is no longer adequate so had to be forced to go elsewhere. We are looking for a refund of $300.00 cancellation fee.

  Business Response

  Date: 05/26/2023

  Hello ****,
  
  
  We are so sorry to hear that you are unhappy with your recent experience with goEBT. We are in the process of transitioning all of our customers to upgraded hardware with more security to better meet the needs of our customers.
  
  
  In effort of good faith, we have refunded the $300 cancellation fee to your account as of 5/26/2023. You should be receiving that refund in ***** business days.
  
  
  We hope this successfully resolves your concerns. goEBT supports 27K merchants nationwide and offers live customer service.
  
  
  If you need further assistance please feel free to reach out to us at ************. We would be happy to help.
  
  
  Thank you,
  goEBT Customer Service
  
  

  Customer Answer

  Date: 05/26/2023

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