Complaints

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

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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

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:02/28/2024

  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.

  I used the self service car wash and they charged me 3 times for the same amount when I only should have been charged $10.10 . This is a rip off and I can’t find anyone to talk to .

  Business Response

  Date: 02/29/2024

  Hi there *****, 

   

  I am sorry to hear about the problem you are experiencing, Nayax is the card reader, and the perimeters were set by the car wash that you were at.  This could also be a precharge that will refund to your account.  Can you please share with me the location of the car wash so I can contact the card reader account?

   

  Thank you,

  Paul ******

• Initial Complaint

  Date:02/18/2024

  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.

  Existing Account is within termination range status due to needing to submit a *** Declaration. Have contacted Nayax via email, contact form, used the phone callback. No response from Nayax via email, and no human picks up when the auto dailer calls back. But, I did receive 12 back to back texts saying that I missed my call. Please just attach the onboarding form so I can update the business information.

  Business Response

  Date: 02/20/2024

  Hi there,

   

  im sorry to hear about the problem you are experiencing. Please shoot me an email @[email protected] and I will send you the onboarding form.

  thank you !

  Customer Answer

  Date: 02/23/2024

  
  
  Complaint: 21304575
  
  
  
  I am rejecting this response because: No emailed response from company.  Company also presumably has the opportunity to attach documents to BBB complaint.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/26/2024

  Hi there,

   

  I see we reached out on the 12th of February, were you able to follow up?

   

  Thank you.

  Business Response

  Date: 03/11/2024

  Hi there ******,  

   

  I have requested the forms be sent to ******************.  When the account was set up there were multiple emails given to us and we had sent them to the other email.

   

  Thank you,

  Paul ******

• Initial Complaint

  Date:01/31/2024

  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 am not sure if Nayax is grossly unorganized or perhaps just plain unprofessional. I feel badly for the employees (previously required to work Saturdays) who were caught up in their irresponsible processes. I waited 3.5 months for the money and units I bought from an existing customer to be transferred to me. Other people could have gone out of business in that amount of time, but luckily half of my vending machines use cantaloupe... I have since switched several over. I still have no idea if the money that I am receiving matches my sales because every time I log onto the dashboard I can't get back in without spending hours waiting on the phone just to have my password reset (assuming they don't hangup). Even with the customer service agent on the phone, my passwords are rejected as already used when I know I have never used them bc I asked the customer service agent to make it up. If I try to reset my password myself, the account recovery email never arrives. I also got a bill w a due date that was before the invoice date. Aside from the administrative and financial problems, I have also experienced multiple issues with the device itself (faulty antenna???). The card readers have reported extreme RSSI numbers within one hours time which suggests that they just make up the numbers? I have also heard many customers just give up after excessive delays. Once I tried to contact the technical helpline for service (since it appeared to be offline and multiple customers complained that it said thank you without dispensing product), and saw the phone number for Medical Alert displayed. Every time I hear of another issue I automatically assume it is caused by Nayax because I have been traumatized w so many problems from them... Nayax can't possibly pay their customer service agents enough to listen to angry complaints all day. Supposedly they are dedicated to process improvement. Unsurprisingly, Nayax continued to advertise various promotions during this mass chaos.

  Business Response

  Date: 02/05/2024

  Hi there *******, 

   

  I am very sorry to hear about the problems you are experiecing.  It looks like we replied on January 25th:  

   

  *******,
  please review my case notes below, It appears you will have to create a new email address to associate with the new vendtech account as email s cannot be reused between users.
  info on disbursements
  unable to access dashboard
  reviewed user account, shows never logged in.
  resent user login
  verified user logged in successfully.

   

  Please let me know what I can do for you in the next steps, my name is Paul ****** and I work for Nayax.  Please feel free to use my email ******@nayax.com with any questions or concerns you may have.  I am sorry for the delay in the responses but assure it will improve moving forward!

  Customer Answer

  Date: 02/09/2024

  I emailed Paul, but after waiting a few hours I decided to call Nayax.  So after waiting 30 minutes, I finally got to speak w Mara who walked me through setting up a new email account and password.  Again, the same problem occurred where I could not log in once I logged out.  I also asked her about a few card readers that should have already been transferred, but they don't appear to have transferred yet:
  
  ****************
  ****************
  ****************
  
  She created a new ticket (*********), but the issue is still not resolved.  I would prefer a resolution to publicizing my issue, if possible.

  Thank you,

  *******
  

  Business Response

  Date: 02/12/2024

  Client is asking for the public review to be resolved.

  Customer Answer

  Date: 02/23/2024

  Thanks so much, Mackenzie, for following up on my situation.  The problem i was having with my dashboard appears to be corrected and my transfer request should be completed soon, but I would like to hold off on closing the ticket until next week so that I can verify that these two things have been resolved and that there are no other concerns related to these problems.  I will be in touch again soon.

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising 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 used a self service car wash in Easton, MD. The sign on the vending device, indicated it was $5 for five minutes. I only used the car wash for approximately 4:30 given all the brushes were not properly functioning. That is an aside which is not my primary complaint. When I received my ******** ******* Credit Card statement, NAYAX charged $15 for the five minutes, not the $5 as clearly advertised. I tried on multiple occasions to contact NAYAX, but no one ever answers the customer support line. I will be soon contacting my credit card to refute the charge since NAYAX is not properly staffed to resolve this issue in any other way.

  Business Response

  Date: 01/23/2024

  Hi there!

  We are so sorry to hear about the issue you experienced.  Could you please contact the company at which you used our card reader?  We do not own the machine but rather the card reader.  We have no problem issuing a refund once we hear from the account on which the device is through! Thank you so much for reaching out and we look forward to resolving your issue!

• Initial Complaint

  Date:01/17/2024

  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.

  Made copies at public library. The machine stated a charge for $1.00. Yet Naytax added an additional $9.00 fee which I did not consent for at all.

  Business Response

  Date: 01/17/2024

  Hi there! This was a pre authorization charge and will drop off of your account! Thank you!

• Initial Complaint

  Date:12/28/2023

  Type:Billing 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 could tell that you were having a support problem, as attempts to contact them took months.
  You see, the world of Vending Machines and contact with Nayax are new things for me, even the language is still a challenge for us but we are fighting to achieve better days.
  As for the information that Nayax VPOS are only charged when active, it was information ratified by the attachment sent and information I obtained during the contracting procedures.
  The VPOS activation dates you sent me are perfect, however, since the first activation I have been paying $10 for each inactive VPOS since then.
  As our industry margins are low, ten bucks a month for each vending machine has caused me enormous financial discomfort.
  You see, in May and June they charged me, in my opinion, $120 more each month than I had planned.
  In July this value was US$70 more. August $60 more and this last September to December, $50 more each Month.
  
  In my Sum, $570, it pays for many expenses, pays for many products and relieves my cash flow.
  
  I would like to see Nayax's commitment to working on behalf of the customer, as repeatedly charging me more than I was prepared for greatly harms my operation.
  
  I hope to have a long and successful partnership with you, but I need it urgently, as my charge on this matter did not start today and the interpretation of the charge is something that I had double confirmation before talking to you in this email.
  
  I eagerly await the conclusion of the Ticket *********** by the financial department, as in addition to what has already been charged, the charges continue to remain, making my cash flow compromised with each passing month.

  Business Response

  Date: 01/04/2024

  Hi ******

  I'm very sorry to hear about the problem that you are experiencing.  I have escalated this to our finance department to have this dealt with as soon as possible!

  Thank you!

  Paul ******

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

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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.

  Just used vacume at car wash. Instructions say $3 first 3 minutes then $1 each additional. Used 3 minutes 13 seconds and my card was charged $10. Beware.

  Business Response

  Date: 12/07/2023

  Hi there, 

   

  I have reached out to our finance team who will be reaching out to you about a refund.  We are sorry to hear about the issue caused!

  Thank you,

  Paul ******

• Initial Complaint

  Date:11/14/2023

  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.

  I use an app called Monyx used for vending machines which are in the Nursing Home I am temporarily in. They're parent company Nayax *** billed my card $25.00 but it never showed up on the Monyx wallet. No one replies to my requests at their company.

  Business Response

  Date: 12/07/2023

  Hi ******, I'm sorry for the issues you've had with Monyx Wallet. I will forward this issue to the ***** team and see how they can fix the issue. My direct email is ******************************* if you'd like to respond directly to me. 

   

  Thanks, ****

• Initial Complaint

  Date:11/05/2023

  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.

  I have a vending machine that has a nayax machine on it and they not paying me from any of my sales for the last few months

  Business Response

  Date: 01/02/2024

  Hi there ********

  I have reached out to our finance department to have this issue resolved asap.  Please feel free to reach out to me @ *************** with any additional questions!

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service 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 purchased a NYAX Vpos Touch Credit/Debit Card Reader for our vending machine in March as you can see on the attached document. We have been calling and emailing **** to get it activated since we have had it in our business and unable to reach anyone and no return emails. To this day, our card reader is not working.

  Business Response

  Date: 10/26/2023

  Hi there!

   

  Thank you so much for your message and I am sorry to hear that there are problems with the set up of the device.  I have just escalated this to the appropriate team over here at Nayax, so we can have this problem solved as soon as possible! You will be hearing from someone shortly.

  Thank you!

  Customer Answer

  Date: 10/28/2023

   
  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,
  
  ***** *******