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:05/22/2023

  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 am filing this complaint because I am a new business trying to complete my onboarding/activation process with Nayax and it has taken much longer than the 10 days as noted in the email confirmation received on April 27th that confirmed our verification process was completed. I've attempted to contact Nayax more than 5 times since completing the 10 day requirement and have not been given any helpful information on my account or the expected activation date. It has now been 16 business days and I am still unable to use the credit card reader. My business is cashless which means I am losing out on profits each day that passes.I would simply like my account setup to be completed and my card reader activated as promised. The account is under ************************, our credit card reader serial # is ********************** you

  Business Response

  Date: 05/23/2023

  Hi ******,

  I am very sorry for the delays you've experienced. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. 
  
  Regarding your issue, I see that an email had been sent to you with a log-in to Nayax Core, as well as to the University and other assets. Did you have the credentials needed to access this?

  Please let me know and I will work to sort this out. 

  Thank you, **** ********, Marketing Manager

  Customer Answer

  Date: 05/23/2023

   
  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.

  Thank you for your help in getting this resolved.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:05/14/2023

  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.

  I am writing to file a complaint against Nayax, a card reader company for vending machines. My complaint stems from the fact that I have been experiencing difficulties with receiving payments for my vending machine business using Nayax services. Despite sending multiple emails to the company and creating several complaint cases (CS0190795, CS0188632, CS0184109, CS0183994, CS0183424), I have not received any response or resolution to the problem.I have been dealing with this issue since March 28, 2023 and I am extremely upset with Nayax's lack of response and poor customer service. As a business owner, I rely on timely payments to manage my finances and keep my business running smoothly. Nayax's negligence and lack of communication has caused me significant financial and emotional stress.I urge the Better Business Bureau to take action against Nayax and hold them accountable for their poor service and lack of customer care. I hope that by filing this complaint, other consumers will be made aware of Nayax's practices and encouraged to seek alternative services.Thank you for your attention to this matter.Sincerely,****** *******

  Business Response

  Date: 05/17/2023

  Hi,

  I am very sorry for the delays you've been experiencing. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. Regarding your case, I see it in our system and have asked the team to expedite and solve as soon as possible. 

  If you don't see a resolution to your issue by the beginning of next week, please contact me at *************************************************************.

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

  Marketing Manager

  Customer Answer

  Date: 05/23/2023

   
  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,
  
  ****** *******

• Initial Complaint

  Date:05/11/2023

  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 have tried contacting them 4 times this month left 4 call back requests and sent a number of emails that go on deaf ears never got a reply back

  Business Response

  Date: 05/23/2023

  Hi, I am very sorry for the delays you've experienced. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. 
  
  Regarding your issue, I am escalating this to ensure that someone gets back to you by the end of the week.

  If you don't see a resolution to your issue by the beginning of next week, please contact me at *************************************************************.
  
  Again, apologies for the inconvenience, and thank you for your patience and continued business.

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

• Initial Complaint

  Date:05/08/2023

  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.

  Currently being overcharged monthly service charges.Own 1 Nayax machine but being charged for 2 monthly.first invoice for 2 charges was received 9/27/22 for $9.95 Charged $9.95 monthly from 9/27/22 thru current month May 2023.Invoice Date 9/27/22 - $9.95 10/30/22 - $9.95 11/29/22 - $9.95 12/31/22 - $9.95 1/29/23 - $9.95 2/26/23 - $9.95 3/28/23 - $9.95 4/30/23 - $9.95 Email sent to ************************************ and ********************************** for assistance on:4/5/23 4/18/23 4/26/23 5/1/23 auto generated email received with Case # CS0200802. But have not received resolution or response.I would like a refund for the months i was overcharged. I would like to continue service for 1 device.

  Business Response

  Date: 05/18/2023

  Hi,
  
  I am very sorry for the issues you've been experiencing. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. Regarding your case, I see it in our system and have asked the team to expedite and solve as soon as possible. It's not clear to me - did you pay for the device you say you didn't receive? 

  
  **** ********
  Marketing Manager
  *************************************************************.

  Customer Answer

  Date: 05/23/2023

   
  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.
  

  Nayax has removed second device from my profile so I will no longer be charged.  I have also received a credit memo showing an upcoming reimbursement for the months I was overcharged.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/07/2023

  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.

  Have not used any ATM other than at my bank nor purchased anything tied to this company but you continually keep deducting $2.00 from my account. Stop...

  Business Response

  Date: 05/22/2023

  Hi - Nayax is the merchant of record for vending operators, air/vac machines and many other automated businesses, (laundromats, kiddie rides, etc.). If youve used a vending machine or another automated machine, you might see a Nayax charge on your credit card statement. Could the $2 be related to a transaction you had getting air in your tires, or a purchase from a vending machine? Its most likely that youve bought something from or used a service of one of our customers.

  If you still believe that this is not correct, please visit **************************************************************************************

   

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20026199
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 05/22/2023

  No further action required thank you for assisting 

• Initial Complaint

  Date:04/28/2023

  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.

  So I bought a Nayax card reader back in Feb in anticipation for our new vending machine. This machine took a fews to deliver so when it did I completed on-board process and submitted paperwork on April 4th. I was notified of some needed correction immediately. Which were made and resubmitted same day. They shot me an email stating that on board could take up to 10 business days, which seemed like a lot. However, Since then I have heard nothing from Nayax. I have called several times (at least 6 times). Not one time have I gotten through to their compliance team. 4 times I called them, waited on hold for more then 20 minutes before submitting a call back request. Never received this call back. So I called the technical help side, again no answer so I asked for another call back. 2 days later I received that call back but of course I was advised that there was nothing he could to help me and that I needed to call compliance. I explained to him the hardships of getting a hold of this team, so he told me he would reach out to them for me. After being on hold for 5 minutes he hops back on the phone to explain to me his compliance supervisor is not in the office but that they would reach out to me ASAP as he left her my contact information. That was April 24th, I have not heard from them still. I am missing out on revenue, which might be understandable if they would contact the customer (me) and explain the situation. Instead they straight ignore you!

  Business Response

  Date: 05/22/2023

  **********, hello - 

  I am very sorry for the delays you've experienced. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. 
  
  Regarding your issue below, I understand that you want a refund.

  Can you give me until the end of the week to try and rectify the situation?

  **** ********
  Marketing Manager

• Initial Complaint

  Date:04/18/2023

  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 have the documentation attached.
  Today’s date: 4/17
  Documentation of issues with Nayax LLC
  
  We have a 2nd business that was supposed to be in progress but has been delayed by 2 weeks due to these issues with Nayax. We would like a full refund of the machines since we will be finding a different company that has costumer service. It is a shame that we already had our new machines adapted for this product and now we can't use it. That was a waste.
  We have 5 machines and were not able to set them up. We have contacted Nayax since April 2 due to issues, but NO reply, but were not able to get ANY assistance for the past 16 days. You will see the documentation of our communication in the word document I uploaded.
  • We emailed numerous times, called numerous times and left the call back number.
  • You will also see 2 emails to the sales representative that never replied.
  • 2 case files were filed by us online with no resolution and not even assigned to anyone which we can view online.
  Today is 4/17 Thank you for your assistance. We are so frustrated, Please help.

  Business Response

  Date: 01/02/2024

  Hi there *********

  I wanted to make sure that there were no further issues at hand with your account at this time.  Please feel free to reach out to me at ***************. Thank you!

• Initial Complaint

  Date:04/17/2023

  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.

  NAYAX is responsible for the maintenance on my card reading devices for my vending machines, however they are unreachable at this point. I have been trying to switch the control of my readers to ******** so they can preform maintenance calls and such. To do this NAYAX needs to switch control to them, by law, they have 3 days to complete the transfer and its been 4 weeks. I have called several times and you can no longer get contact with a person, only leave messages. I have left several messages and none of them returned, I have also left several call back requests with their computer and again have not received any response. I have even seen through email where they have cleared my call back request, saying its been completed, when no one has called. It seems like they are just clearing their inbox with no effort to help anyone. Its costing my company lots of money because where waiting on them. We have had one of our locations that is not working correctly and we have a broken card reader we need repaired and we gave up trying to fix it because its impossible to get them to answer the phone or call you back. I'm not sure what to do because even ******** has requested this information several times and has been ignored. I need them to complete the transfers within the next 3 days so I can continue to run my business, I also need them to help fix the problem with my card reader and repair the other.
  
  Any help you can give would be appreciated, I don't know where else to go?

  Business Response

  Date: 01/02/2024

  Hi there ***,

  I was going through your account and wanted to make sure that there were no further issues that you were experiencing at this time.  Please feel free to reach out to me @ ***************. Thank you!

• Initial Complaint

  Date:04/04/2023

  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 have vending machines with Nayax card readers but nayax refuses to put those card readers in service while continuing to charge my account every month. They have ZERO customer service, on hold for hours several times a week for months with no one ever answering, they have a call back option but no one ever calls back. They are impossible to contact. The card readers are $300 each plus Ive missed months of sales with the card readers being out of service. I simply want the company to contact me so I can have the card readers in service. I dont see how a company can operate with zero customer service

  Business Response

  Date: 04/17/2023

  Hi - I have looked up this customer's case in our Support DB, and see that the issue seems to have been solved - he spoke with a support rep.

  Your ticket CS0191410 has been resolved as follows:
  *Called ****** at the location and confirmed this is a Claw machine but he can't find the make or model
  **The cable connected to the device was verified to be pulse so Machine Model* updated to ************************ Generic Pulse T/O/F USA
  -Loaded defaults, factory reset, system reset, then loaded configuration
  -The device went to cash only V00
  -Tried sending dump with restart but still showing cash only V00
  -Had the customer take the antenna out of the machine for setup and reset the device again via factory and system
  -Loaded configurations, sent the pulse settings alone, dumped, restarted, and now the device is showing the correct idle screen
  -Customer was asked to try using the machine and did so successfully

  If there are still any issues, please contact support to update. Thank you!

  Customer Answer

  Date: 04/17/2023

   
  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,
  
  ****** *******

• Initial Complaint

  Date:03/31/2023

  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 have a account with said company. This is the worst customer support i have ever worked with. This is the company i use to process credit cards. They do not answer the phone they do not return your calls.
  At the time of setup they charged me for over a year for monthly dues even though the card reader wouldn't
  work. They finally got all that miss right. But now the problem with said company is that my card reader has went dead as most equipment does over time. I have purchased new equipment as a replacement thinking it would be different as i now have a working account. But to my surprise they still don't care about there customers they have charged me now for four months of dues and haven't processed the first card in said time frame. i have called over and over again 15 different times in one day left message after message for a return call with no response other then the one call i received that they hung up.

  Business Response

  Date: 04/04/2023

  
  From: Harry *********
  Sent: Tuesday, April 4, 2023 3:27 PM
  To: ********************** **********************
  Cc: Serigne **** *************************
  Subject: 19879468
  
  Hi ******
  
  Thanks for reaching
  out.
  
  I am sorry you have
  been having troubles getting through. It is not what it appears, but it is real
  for you and some others. Nayax support has been challenged as a result of an
  already very large company, exponentially growing in 2022 through today, as
  people from all our verticals learned and flocked to Nayax from other
  companies, for Nayax exclusive technology. When that good fortune happens as
  quickly as it did, it very much taxed support levels. We do what large Global
  $3Bil valued technology companies do and adjust. The onboarding process which
  had much manual, is now all automated. The phone system which was fine for size
  xxx but not for size xxxxxx was dropping calls at times and leaving some people
  on hold for far too long that we did not know are even sitting there. A new
  state of the art phone system is being installed and transitioning as I write
  this today and over the next few months. Adding all sorts of automation being
  added and of course much new support staff being brought on board.
  
  Issuing credits is
  easy and customers can request it anytime by sending an email to ******************* which automatically routes the request to the Finance team. No need for calling
  for that. Also, no need for you to do it now. I have opened a ticket to credit
  back 5 months of fees. Please keep me posted if you do not see it in the next
  monthly report cycle.
  
  Also, I see you
  wrote you purchased a new device I assume from a distributor. Please email me
  back who the distributor was to make sure he used the automated process.  
  
  Please keep me
  posted and feel free to reach out to me anytime.
  
  Thank you.
  
  Harry
  

   

  
  **********
  Nayax Rings NASDAQ Opening Bell valued at $3BIL on 9/21**************** and joins Nasdaq ****************
  HOT  News –
  Customers small to huge keep coming for Nayax Technology - **************** and **************** and ****************.
  Smart Pricing:
  Increase your revenue.
  Are you sometimes
  concerned on Count-up that your customer does not push the stop button hard
  enough, walks away before it stops on its own, and the next customer comes up
  behind and continues on? Nayax Technology exclusively as another option to try,
  allows the operator to set smart pricing packages that allows for easy
  upselling. Why settle on a possible $7 avg in count up, when you might get
  immediately $10 or more by incentivizing smart pricing packages? It works for
  automatics and self serves. It also can help your air and vac machines to get
  more than the standard $1 to $1.50. Sample picture from amusement with same
  concept – Plays =Minutes
  
  
  Nayax is not just a
  company that sells “vanilla readers” that accept VISA/Mastercard/Amex/Discover
  and Apple/Goggle and Samsung Pay as many do. Our devices are strategic tools,
  with specific technology features to help our operators increase their revenue
  and lower their cost of operations. We engineer and manufacturer for over 60+
  countries in every type of machine that exists from more simple vending to very
  complex Electric Vehicle Charging Stations, unlike others who buy basic readers
  from outsources and white label their names on them for resale. Read and see
  visually many of these exclusive Nayax features.
  
  Instant Receipts - ****************
  
  Technology Matters
  - *************************_nayax-emv-cashlesspayments-activity-*********9*********-nAw_?utm_source=linkedin_share&utm_medium=member_desktop_web
  
  EasiFit for MEI
  Validators – Sits Over MEI Bill Validators
  
  
  Car Wash - **** ** ***** - **************** ****************
                                                                            
  
  Car Wash - **** ** ***** *********** - ****************
  
  Laundromat – **** ** ***** *********** - **************** and  ****************
  
  News from Nayax –
  Billion Dollar Valuation - *************************.html
  
  * NO CHARGEBACKS -
  EMV Both Chip and Tap Enabled and Fully 100% PCI Compliant – WITH NAYAX DEVICES
  WE ACCEPT THE MOST SECURE TRANSACTIONS WITH EMV CONTACT (insert Chip) AND
  CONTACTLESS (Tap – assuming one has the wave symbol on the back of their credit
  card) IN THE US. Nayax has been Chip and Tap for 4 years in the US - **************** .
  
  * Vandalism and
  Water Resistant - **************** and ****************
  
  * Easy and
  inexpensive Retro-fit on all older Paystations (Unitech, Hamilton, Exacta,
  etc..) and meter boxes and air and vac machines.
  
  * Instant Receipts
  - ****************
  
  * All pricing
  options built in – Count up - **************** ; Count Down - **************** ; 6 Prices - **************** ; Incremental - ****************
  
  * Graphical Timer
  display Built – In
  
  * Brand the Reader
  with you Company Name, Logo and Colors
  
  * Instant Power up
  and Power Down Alerts through the hardware allowing our customers to instantly
  know if their machine is down or up to prevent loss of sales
  
  * Nayax builds
  Customer Engagement into their hardware:
    
     a. Nayax readers speak to the customer and guides them
  through the transaction by voice and says thank you when completed
             
  b. ***** ******* and ******* ****** *** – “Shake Me” feature will give your
  customers free money after every purchase **************** and also Nayax gives a 10% bonus (a free $2.50 for every $25 the customer would
  spend) - and click here - and click here - ****************
  
  * ****** ***** and
  ******** ****** – When customers want the best membership and ***** app that
  has integrated with Nayax
  
  * Easy Plug and
  Play Installation – Works independently. Uses ******* or **** ******** For
  Instant Connectivity and if Poor ******** in a location, we have built in a
  LAN/Wifi Port for your convenience.
  
  * Fixed Rate low
  Cost Processing – Easy flat fee statements -  No dealing with complex
  Interchange Plus and the variable fees added on standard processing statements
  that force you to pull out a calculator every month to calculate to your net
  fee each month
  
  * **** - Phone App
  to see sales (and offers inventory) from the ease and comfort of your cell
  phone
  
  * Integrated with
  the best Car Wash Specific Apps in the market - ****** ****** and others coming
  soon
  
  * ***** Card System
  – Create your Own Gift Cards. Add Money as you desire. Autofill, carry over
  unused balances.
  
  * Instant Refunds
  To Your Customers
  
  * Switch Between 2
  Languages
  
  * 99.9% uptime
  guaranteed uptime servers
  
  Harry
  
  
  
  
  
  
  Harry *********
  Senior
  Director of Solution Sales
  
  Mobile:
  ###-###-####
  Phone: ###-###-####
  11350 McCormick
  Road Executive Plaza 1 Suite 1004 | Hunt Valley, MD | 21031
  Email: ***************
  Linkedin: www.linkedin.com/in/harry*********/
  Schedule a
  Meeting With Me - *************************
  www.nayax.com
  
  
  THIS MESSAGE IS CONFIDENTIAL This e-mail
  message and any attachments are proprietary and confidential information
  intended only for the use of the recipient(s) named above. If you are not the
  intended recipient, you may not print, distribute, or copy this message or any
  attachments. If you have received this communication in error, please notify
  the sender by return e-mail and delete this message and any attachments from
  your computer. This mail shall notbe considered as an offer or acceptance of an offer and if it contains
  commercial information, it will not obligate the company in any way unless
  there is a signed and authorized agreement.
  Please consider the environment before printing

  
  

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: 19879468
  
  
  
  I am rejecting this response because:as of this morning
    i still haven't been able to contact any one with the company and received yet another bill just close my account and quit billing me

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

  Business Response

  Date: 04/17/2023

  Hi - I have just received the email regarding this complaint. I will check to see what the process is for returning a device. However, if you would like to make a planned time that someone can call you to set up the new device, I would be happy to help and expedite this process. I don't see an open case in our database about you needing a device set-up, which is unfortunate, and is probably why no one made that happen.

  I wait to hear back from you with what you'd like to do. Thanks, Lisa

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: 19879468
  
  
  
  I am rejecting this response because:You still haven't closed my account  and quit billing me for services I haven't received. I'm done trying to work with your company 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/02/2024

  Hi there Jason, 

   

  I am sorry to hear about the issues that you are experiencing.  Could you please reach out to me **************** with any additional issues you still have? Thank you!