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Business Profile

Payment Processing Services

Nayax, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

This profile includes complaints for Nayax, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Nayax, LLC has 2 locations, listed below.

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    • Nayax, LLC

      11350 McCormick Rd Ste 1004 Hunt Valley, MD 21031-1002

    • Nayax, LLC

      Executive Plaza 1 11350 McCormick Road Hunt Valley, MD 21031

    Customer Complaints Summary

    • 96 total complaints in the last 3 years.
    • 21 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:07/07/2024

      Type:Billing 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 paid for a $12 car wash at the kroger gas station on 6/29/24. I've used this car wash many times with no issues, but this time I was charged the $12 fee, plus hit with another $32.57 charge several days later from "Evgo" with an address listed the exact same as Nayax Hunt Valley (***** ********* **). Based on other complaints, it seems this company has no issue committing credit card fraud. Immediately disputed this charge through my bank, but had to go through the hassle of closing that card and getting a new one as I have zero faith that they wouldn't continue to charge me. This is obviously not a skimmer attached to the machine considering it shares an identical address to Nayax. Never again will I use anything but cash at one of these car washes as you just can't trust the people who take your personal information and abuse it for their benefit. Sure, it's $32. Times how many customers? How many people who aren't going to notice a mediocre charge like that? Total scam artists.

      Business Response

      Date: 07/11/2024

      Hi there,

      We are the payment processing and the hardware that the car wash you went to uses.  If you could please share the name of the company, we can see why their programmed devices are overcharging.

       

      Thank you.

    • Initial Complaint

      Date:07/03/2024

      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.
      Yesterday on 07/01/2024 I was at the Partnership public library in Gainesville Florida to make a color copy which was $1 and I was charged $4 extra. After discovering this I was told by staff that this company Nayax charges $4 extra for copies made with a debit card but they will refund it later. I need my money I don't care if it was 2 cents just imagine how many people are getting ******* like this and these fake companies are making millions off of people who don't worry about 10 cents wrongfully taken away from them but I am making a complaint against these people. Could I please get answers about my missing $4 my email address is ********************* ***** ********

      Business Response

      Date: 07/03/2024

      Hi there,

      This was an authorization charge that will be refunded as you stated.

      Thank you.

    • Initial Complaint

      Date:07/02/2024

      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 am currently using nayax card readers on my vending machines. I recently purchased 2 more card readers and got them activated. After about a couple months I realized that I wasn't receiving any of my card transactions from the newest machines. Yes it took a couple months due to the fact of how many machines I have. When I caught the issue I was transferred around to multiple departments and companies because nayax accepts the card payments another company deposits the money from the report received from nayax. When I contacted that company (********* ******) they informed nayax didn't send them any reports from those particular machines. This was an issue I had back in June 2022 so I knew nayax hadn't added those card readers to my account and they were still listed for deposit under nayax payment id's. So round and round we go until about 30 days ago from today they realized the issue and now owe me card sales for as of today 8 months (July 1st). I've called, and emailed and I keep get left on hold and no one will give me any information on rectifying this situation.

      Business Response

      Date: 07/09/2024

      Hi there,

       

      I am sorry to hear about the inconvenience you are experiencing.  I have asked our finance team to reach out.

       

      Thank you!

      Customer Answer

      Date: 07/12/2024

      Complaint: 21928871

      I am rejecting this response because: I've spoken to the finance department over 15 times. Either they do not know what they doing or they continue to tell me I need to speak with someone named Romina in the reimbursement department. I've asked to be transferred to her or the department in generally and they have all told me that department doesn't takes calls the only email. An entire and no one can pick up a phone. I bought these machines back in October of 2023 and from continuous calls I finally got someone to respond and say they fixed the issue as of June 4 @8:12am. Which means I'm owed card sales for a 8 month time period. This is more then unacceptable to think it wasn't even something I did wrong and is still taking this long to rectify. 

      Sincerely,

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

      Business Response

      Date: 07/22/2024

      Hi there *****,

       

      I have asked our finance department to reach out to you!

      Thank you

      Customer Answer

      Date: 07/27/2024

      The business didn't ever reach out they only sent a deposit of half the money that was owed and refused to email or call me back. I've still been calling since June 4th and to no avail. 

    • Initial Complaint

      Date:06/30/2024

      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.
      Nayak has my credit card number and has been charging my card repeatedly for 1.60 several times a month. I have to go back to review the length and breadth of these erroneous charges. I haven't disputed them with my bank as of yet to avoid having my credit card canceled but plan to call Nayax directly. I currently bank with **** *******. ****** **** last four ****.

      Business Response

      Date: 07/02/2024

      Hi there,

      I'm sorry to hear about the missing payments. I have asked our finance dept to reach out as soon as possible!

      Thank you!

    • Initial Complaint

      Date:06/05/2024

      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 credit card reader from this company about four months ago. The device that I receive was defected. Several attempts were made with the technical support team to troubleshoot the device.

      I have made about 10 attempts to contact the company but have yet to receive a call back. I have also requested a call from the finance department as I am not receiving deposits into my account from another device that I have with this company .

      I have requested a refund, but the company is not willing to accommodate my request. As a result, I have lost money and have not been able to use this device.

    • Initial Complaint

      Date:05/16/2024

      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.
      My family started a small vending business earlier this year and we went with Nayax for our card payment system. I had heard their customer service was bad, but the product was good. I should have listened. Onboarding / Customer Service / Reimbursement is awful... to the point of being non-existant. I have tried for over a month to contact someone in the U.S. Reimbursement department with no luck. I have received a reimbursement statement from them showing that I should received payment every week since March 29, 2024. It is now May 16, 2024... seven weeks of reimbursement statements. Two of those payments were made to my business savings account, but no other payment has been received. I was able to open a help desk ticket and they sent me another ACH form to fill out saying they needed my checking account ACH info. The original form did not specify this, only that they needed a routing and account number, which I supplied. The only replies to the numerous emails I have sent the reimbursement office state that they show the last payment to be on X date in the amount of $Y, but I have not received those payments. Any replies to those emails are ignored. Calling is not an option as callback requests are ignored as well. I did sit on hold once for 90 minutes before the call was disconnected.

      Current outstanding reimbursement statements I have received, but have not received payment for are:
      From 3/15 to 3/21 for $11.67
      From 3/29 to 4/04 for $42.57
      From 4/12 to 4/18 for $82.29
      From 4/19 to 4/25 for $64.80
      From 4/26 to 5/02 for $66.99

      Total owed $268.32

      Tomorrow should be another reimbursement statement so this total will grow tomorrow.

      I would like someone to reach out to me from Nayax to resolve this. I want to be paid the money owed to me in reimbursements for the money my company has generated, but is being kept from me by Nayax. I also want a refund for the equipment purchased which I will gladly return at Nayax's expense.

      Business Response

      Date: 05/20/2024

      Hi there, 

       

      I am sorry to hear about the problem you are experiencing.  I have asked your account manager to reach out to resolve this asap.  

      Customer Answer

      Date: 05/23/2024



      Complaint: 21720736



      I am rejecting this response because:

      It has been three days since their response and no one from Nayax has contacted me.  I was honestly surprised to hear I had an account manager since not a single person has reached out to me from Nayax.




      Sincerely,



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

      Customer Answer

      Date: 05/31/2024

      I was told that I would have the payments in my account by today, but nothing has been received.

      Business Response

      Date: 06/03/2024

      Hi there David,

       

      I have asked our team to reach out.

    • Initial Complaint

      Date:05/15/2024

      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.
      We use Nayax as our credit processing facility for our vending machine business. Over this past year it has become increasingly difficult to receive support from this company. Now we have two machines where the remote processing of transactions is not working at all but numerous calls to the company go unanswered. I note that we are still paying for the services provided on these machines but receiving no support.

      Business Response

      Date: 05/20/2024

      Hi there,

      Im sorry to hear about the problem you are experiencing.  I have asked your account owner to reach out!

      Customer Answer

      Date: 05/25/2024

      Hello,

      Yes I did receive a response from Nayax with instructions how to move our devices to another operator and completely missing the point of the original request to provide instructions how to simply update banking details, not change operators to another business.

      We also still have 2 machines not working at all for credit processing and 2 weeks following my initial report of the issue, still waiting to hear from someone.  Oddly enough, a sales associate did reach out from Nayax with an offering to upgrade our devices.  He knew nothing of the ongoing issues and after explaining he promised to send a request to support and provide me more details on the upgrades he is proposing.  Of course there has been radio silence since and I haven't heard from him again.

      I'm not sure what is happening to this company but is beyond acceptable support at this point.

      *****

    • Initial Complaint

      Date:05/08/2024

      Type:Customer Service 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 have tried to contact this business about having 6 charges on my card I only bought 3 gallons of water and was charges almost 10$ I called and a lady called me back kind of laughed at me and then hung up I tried calling back and got no answer

      Business Response

      Date: 05/14/2024

      Hi there *****,

       

      Can you please share the location of where you were overcharged? We can contact the business and identify the problem.

       

      Thank you!

    • Initial Complaint

      Date:05/07/2024

      Type:Customer Service 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.
      Every time and ANYtime I call for technical support they take over three hours to answer or THEY HANG UP ON YOU if it is past 8:30 EST BECAUSE THEY WANT TO GO HOME!

      When you call for technical support the phone directory voice tells you that they are sorry for the “longer than desired hold times” YEAH YOU ARE. Really SORRY!!! The message has been saying this for two years now! They have ZERO intentions of resolving this issue beyond apologizing. WHAT AN ABSOLUTE NIGHTMARE. I will give them 6 more months to get some more employees to resolve this issue and if not I am swapping back to ********** - who also charges less than half on rates.

      Business Response

      Date: 05/14/2024

      Hi there,

       

      We have contacted your account manager and you will hear from them shortly!

       

      Thank you!

    • Initial Complaint

      Date:05/05/2024

      Type:Billing 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 am waiting for them to release my funds, and charge me the correct amount. I only purchased a dollar, it that, worth of services, however, the company puts a $10 hold on your card. These charges have been pending for 5 business days. I want the transaction completed and my funds released.

      Business Response

      Date: 05/14/2024

      Hi there,

       

      Can you please share the location or name of the location that this occurred at?  From there we can contact the business and go from there!

      Thank you!

    Nayax, LLC is NOT a BBB Accredited Business.

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