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:09/04/2025

  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.

  SumUp Solo purchased from ****** on 8/13/2025 for Total $106.67.This is a copy of the last e-mail I have sent on 8/27 and still have not response: I have tried to reach anyone for 2 weeks (now 3+ weeks) in order to set up an account. I am unable to log in due to Sum up's end not finalizing my account yet. My only request is to have this set up so I may use the product I have already paid for. I am losing money while I wait. After time spent not getting through by phone my first email request for assistance was on 8/18/25 (case number ********). There was an automated email response with this case number, but no follow up to help after. I have been on hold for long periods. I have been disconnected from your phone system consistently. I spoke with someone from another department who told me no one could take my call because they were on break. She said she put in a note in their system to contact me. She forwarded me to the proper department to wait on the phone for their return from break. I waited 39 minutes. Then, a recording said the person was away from their desk and again disconnected my call. I did not receive a phone call or email response back. During a phone inquiry for rating your system asked for additional information wherein I also requested a call back and provided my phone number. I am requesting manager assistance on this matter. The following are the latest calls and outcomes from your company:8/18/2025 Ph number ************ Time 12:44 pacific / 15 mins on hold. No answer.8/20/2025 Ph number ************ / Time 10:52 am pacific / 10 mins on hold. Your system disconnected me. Time 11:03 / *********************************************************8/20/2025 Ph number ************ / Time 11:16 am pacific /39 min call. No follow through despite affirmation I would receive it.Thank you for your time.Sincerely,************************* CONTACT ME BY MY CELL NUMBER: (provided in actual email)

  Business Response

  Date: 09/11/2025

  Dear Mr. *************** sincerely apologize for the inconvenience you experienced with your terminal access. I understand how frustrating it must have been to encounter disruptions to your business operations.  
  
  I'm pleased to inform you that we have successfully resolved the issue affecting your account. Your terminal is now fully active and operational for all transactions.  To confirm everything is working as expected, I've attached a detailed review of your recent transactions showing that your system is processing payments smoothly. Please review this information and let me know if you notice anything that requires our attention.
  
  Moving forward, we have implemented additional monitoring protocols to prevent similar issues from occurring. Your business is important to us, and we are committed to providing you with the reliable service you deserve.
  
  Thank you for your patience and understanding during this process. If you have any questions or concerns, please don't hesitate to reach out to me directly. I'm here to ensure your continued success with our payment solutions.
  
  Best regards,

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

  Customer Answer

  Date: 09/11/2025

   
  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:08/12/2025

  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.

  I was signed up for a service that does not work the way the ***resentative said it would with my current system. The ***resentative kept coming into my business to sign me up and I was mislead to think things were going to be set up a certain way and was not. Prior to the day of install the ***resentative said he would sit down with me and make sure everything was set up the way I needed it to be with my existing systems. The day of install the *** came in and only had 20 mins before he had to get his daughter so things were rushed and never set up the way he said they would be. He told me to go on that night and do all these things but never got back to me on all the questions I had as he was leaving the original install. I have been charged $150 already and theyre saying theres a contract when the *** said I was month by month and If not satisfied hed come pick the tablets back up. The *** ended by resigning within days after signing me up and provided me with all false info and mislead me to think things were going to work and they dont and Sumup is refusing to cancel because of a supposed year lease however I never signed something that stated there was a lease or contract and the *** that signed me up lied about everything.

  Business Response

  Date: 08/21/2025

  Good morning *** ******,

  We're sorry to hear about your recent experience with a member from our SumUp team.  I have reviewed your account and see that ***** reached out to you on 8/12 via phone call. I show that he was able to help resolve your issues by adjusting your account to reflect a credit of $150 to account for a month of service.  After speaking to Nazir, it appears that an agreement to continue on your service contract was reached.  

  It is never our desire to cause a poor experience for any of our customers, as such, we have also sent your feedback to the manager of the sales representative.  We apologize for any inconvenience and would like for you to know that we are here should you experience any other issues.  

  Regards,

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

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23725713
  
  I am rejecting this response because:

  There was NO agreement reached with Nazir to continue service.  I have been very clear that I do NOT want sum up services.  The fact that the representative signed a contract without my knowledge and acknowledgment is completely insane and the fact that sum up wont cancel this account even though the services werent used once is crazy. The representative signed me up with a contact and without me knowing and left the company two days later, VERY SKETCHY! I was not informed of any contract from day 1. I was provided false info and completely mislead this entire time. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/05/2025

  Dear Ms. ******************* you for reaching out.  After reviewing your request, wed like to clarify that we are unable to proceed with the cancellation of your account at this time. The contract associated with your account was sent directly to your personal email address and was signed electronically via DocuSign. Additionally, the payment method on file was provided during the signup process and could only have been submitted by you or someone with direct access to your personal information. 

  
  Given these facts, we are obligated to uphold the terms of the signed agreement.
  If you have any questions or believe this account was created without your authorization, please let us know and well be happy to investigate further. Otherwise, your account will remain active as per the contract.  While we understand that this may not be the desired response, please know that we are here to provide training and support to help you get the most value from our product.  Please do let us know if you are interested in this option which we will be happy to schedule.  
  

  Best regards,

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23725713
  
  I am rejecting this response because:
  
  I never signed any documents and the representative mustve signed on my behalf from my phone without my approval nor my acknowledgement because he asked to see my phone as I was busy with customers and he only had 30 mins to meet with me and said hed get it all set.  I find it very sketchy that the representative set me up and signed a contact on my behalf and left the company two days later. As well as provided me false info from day one- I wouldve never signed a contract as he told me this was a month to month and hed come pick up the equipment the next week if I was dissatisfied and unable to make it work the way he said it would. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/14/2025

  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.

  I entered into a service agreement with SumUp in April 2025, which included receiving hardware devices to operate their payment and loyalty system. The first shipment of equipment was faulty and non-functional. After extensive delays and unreturned calls, SumUp sent replacement equipment which also failed to work properly.Despite their support team issuing a return label and accepting the second device back, they are now claiming I failed to troubleshoot it. This is contradictory. If troubleshooting were required, they would not have accepted the return.Throughout this process, SumUp has consistently failed to return calls, follow up via email as promised, or deliver a working product. Nevertheless, they have continued to charge my business for services I cannot use.I have repeatedly requested cancellation of the agreement based on SumUps failure to deliver functional service, which constitutes a material breach of contract. They are refusing to cancel or refund, despite acknowledging the hardware failure by accepting both return ************ a small business owner, this is causing financial strain. I am seeking assistance in canceling the contract, stopping any further billing, and recovering charges for services that were never delivered.

  Business Response

  Date: 07/22/2025

  Dear Ms. ****************** you for reaching out with your concern.  We have partnered with the appropriate departments and have cancelled your contract and have refunded your account accordingly.  We strive to deliver exceptional service and are disappointed to learn that we missed the mark.  Please accept our apologies for this experience.  Please let us know if there are any additional questions you may have.  

  Sincerely, 

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

  Customer Answer

  Date: 07/23/2025

   
  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. They have issued a refund for all funds for services not rendered and have cancelled the contract with no penalty. Thank you for your help in finding a solution to this matter.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/02/2025

  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.

  A week as passed and my account with "********************** Pay" is blocked without notice or reason for it.I have sent more than 20 mesages and no-one at this company replays with a solution. I have sent oersonal documents through the *** explaining, with **** all my income resources, postal code, I'd card, bank balance etc. And nothing. They retain 350 in this wallet that is blocked and without means of moving the money or paying bills. I need this matter solved and closed the account. Have no more interest in this company.!!!

  Business Response

  Date: 07/15/2025

  Thank you for contacting us regarding your SumUp experience.  We are unable to assist as your account is not located in the ***  

  To submit a complaint to SumUp in ******, you can contact them via email at *******************************************************, through the live chat in their app or website, or by post to their London office. When submitting, be sure to clearly state it's a complaint and include all relevant details and documentation. If SumUp doesn't resolve your issue to your satisfaction within 15 business days, they will provide an update with a new resolution timeline. If you remain dissatisfied, you can escalate your complaint to the Financial Ombudsman Service. 

  We sincerely apologize for any inconvenience,

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

   

   

   

  
  

• Initial Complaint

  Date:04/24/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Im filing a complaint regarding the poor service and misleading sales tactics Ive experienced with the FiveStars/SumUp program for my business, Peach Cobbler Factory *******I was sold the program by a representative named ****, who assured me that he would support me through the onboarding process, including helping me navigate the dashboard. However, after signing up, I did not hear from him again. I had to reach out months later just to receive my login credentials.When I attempted to cancel the service, I encountered further issues. I was told I could not speak to a supervisorspecifically being told she doesnt take callsand was denied cancellation assistance. I spoke with a representative named *****, who was unhelpful and evasive. He acknowledged that Im receiving only $32 in value each month from the service, despite paying $250 monthly, yet still refused to allow me to cancel.***** claimed I had three months remaining on my contract and said he would email me a copy of the contract and include his supervisorneither of which happened. When I initially signed up, **** assured me that if the service was not beneficial, I could exit the contract without being forced to continue. This has proven to be false.I feel I was misled and pressured into a service that has not met expectations. I am simply requesting that the contract be terminated and that I be allowed to return the equipment without further charges or penalties.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sum Up/5 Stars for my business, ********************** in September, 2024. I was told that even though their minimum requirement for a contract was 12 months, that I would be able to cancel at any time. I was informed of this by their sales representative, **** *******. I returned their tablets last month via a return tag they personally sent to me from their headquarters. At that time, I told them I was cancelling the contract. After being on the phone with them all of this morning (12/11/24), they forwarded my request to upper management who informed me via email that they don't care that I can't use their program. I am tied to a **************************************************************** the same useless equipment again, or buy out my contract @ $2k! I can't use their system for my business, it simply is a wrong fit with no way to adapt the program. They aren't willing to let the matter go due to incompatibility, so I am forced to report them to you.

• Initial Complaint

  Date:08/22/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  There was one of the salesman went to our store and convinced us to use his service. At first, we refused to proceed with his service since we stated that we would like to limit our expenses as much as possible but he was still trying to convinced us and promised us that he will ensure the money back guarantee that if I don't reach at least 30 customers monthly, then after 12 months, we will get the money back and he's more than happy to cancel the service for us and also he stated that since the contract is 12 months, he will ensure to reach back to us after 6 months to see how things go and if we weren't happy with the service after 6 months, he will either help us with the cost for the next 6 months or help us cancel the service but we never received any calls or updates from him until now. No follow up after subscription at all. After a year, we try to reach out to him, he said that he's on vacation and told us to contact the team, now the team doesn't let me cancel the service and told us to wait for another year since the renewal has already started. We're not happy with the service at all and the service doesn't bring give us any benefits and we have to pay a monthly amount of $219 for the whole year. I tried to reach out to the salesman but he stated that he's on vacation until Tuesday, so we patiently waited, after Tuesday, still no calls or text from him. The subscription starts on 09/01/2023 and it's almost a year and now they don't let us cancel the service and get the money back and keep us in their contract for another year for nothing. This is not right for a company to convinced owners to take the service when they don't really need it and mentioned about how owners want to limit their expenses since it's really new and be irresponsible after the contract has signed, not like what they've been promised before. He also made sure to reach back to us and follow up in case we forget about the subscription renewal to prevent upcoming renewal but never did

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Sumup as a new customer. i prepaid for my *** system. They took my money. I made sure to ask that i wouldnt be charged until my restaurant opened. i was told no charges till i opened. ******************* was my sales person. ***** also promised me other things in email and text that were not true. The latest lie they told me was they just changed the onboarding process and i needed to redo all the work i had already sent in. please keep in mind my restaurant is supposed to open in 4 days and i have no ability to accept cc and no *** system. I had paid for this and gotten them everything thing they needed 45 days prior. Long story short Sumup did not change there onboarding. I was dropped by them for zero reason. Heres the kicker. They refuse to refund me my money i paid back in april and May for the *** system. This is theft by deception. The lawsuit that is going to happen is going to be ridiculous

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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 cant use the machines that I paid for. Every-time I contacted support and they said I would be contacted by email. When I got no email message I called back and they said that I needed to upload my documents which I had already done. I uploaded my documents for a 2nd time and they said someone would email me to which I have not received a message yet. Everyday I cant use these machines it is costing me $$$

  Customer Answer

  Date: 05/02/2024

  Resolved

• Initial Complaint

  Date:03/05/2024

  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.

  Sumup has not released my company's funds from 2 weeks of transactions. I did not receive an explanation until I contacted them. I sent the requested documentation and have not received a response. I would like an immediate release of my funds.