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:11/12/2025

  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 am the acting secretary of a non profit organization. Our board members have called the company multiple times to cancel the account that was set up by previous board members that are no longer affiliated with the organization. We have explained the situation and the services are not being used at this time and have not been in months. We are continuing to receive settlement emails as the account has a balance but the company will not disclose how much due to not having the previous owner.

  

  Business Response

  Date: 11/13/2025

  The Aracoma is requesting cancellation of the account. ********************** has emailed The Aracoma to inform them of official account cancellation.
  
  
  We genuinely appreciate the opportunity to work with The Aracoma. SpotOn acknowledges the added burden placed on our client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  

• Initial Complaint

  Date:10/22/2025

  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.

  SpotOn provided credit card processing services for a church-run thrift store, The Hope Chest, for several years. When we informed SpotOn in August 2025 by email that we would be closing the store, a SpotOn representative informed us that "[t]he cancellation request could be requested via phone or email." (Case ********). We were not told that the cancellation request could not be accomplished in any other way and so, when we closed our business we invited the SpotOn representative to pick up the equipment and process the cancellation. On August 20, 2025 the representative messaged us: "I will drop by and pick [the card reader] up. SpotOn has your cancelation request acknowledged, and there are No cancelation fees." The equipment was returned to SpotOn and due to the account being billed in arrears, we were charged and paid the September invoice of $25.00 on September 3, 2025. On October 2, 2025 another $25.00 was debited from our checking account and now we have received the companys latest email stating that the cancellation is effective in October and we will be billed again in November! We requested a refund of $25.00 for the October 2 charge and assurances that nothing else will be debited from our account in November 2025. Although SpotOn received our cancelation notice in August and has not provided any services since that time, a "client success analyst" informed us that there is nothing that can be done about the refund for October and the upcoming November charge. We asked that the matter be escalated to a regional manager or other office for the handling of the refund and future bill and have been ignored.

  

  Business Response

  Date: 10/28/2025

  The Hope Chest is requesting a refund for charges that occurred after their account had been cancelled. SpotOn has agreed to refund The Hope Chest; this has been communicated to The Hope Chest.
  
  We genuinely appreciate the opportunity to work with The Hope Chest. SpotOn acknowledges the added burden placed on our client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  
  
  

• Initial Complaint

  Date:10/20/2025

  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.

  Business Name: SpotOn Technologies, Inc.
  Location: *** ********** ******* *** ****** *** ********** ** *****
  Nature of Complaint:
  Misrepresentation of service, failure to deliver contracted features, unauthorized billing after written objection, and refusal to refund.
  Complaint Details:
  I am the owner of ****** ****** ***, a bakery based in Oregon. On April 29, 2025, I met with SpotOn representative *** ******* who assured me that SpotOn could replicate all of the key e-commerce and ordering features we had built on ******* — including on-demand and scheduled delivery, product subscriptions, loyalty tracking, and more.
  Based on his representations, I signed an agreement on May 17, 2025. However, during onboarding and installation, it became clear that SpotOn could not support the promised features. Even their internal staff admitted this: ******* ****** from SpotOn’s success team later confirmed that I had been misled, and that he had seen similar issues from the same sales rep.
  
  Despite my repeated requests to cancel and not be charged further (including emails to ****** ********** and *** *******), SpotOn charged my account $2,876.16. This included hardware, implementation, and software subscription fees — even after I explicitly stated not to proceed due to lack of service.
  
  I have now sent two formal emails to SpotOn (including ****************
  ), and received no reply.
  
  What I am requesting:
  
  A full refund of $2,876.16
  
  Immediate cancellation of all SpotOn services
  
  Written confirmation that my account is closed with no further charges
  
  This was a clear case of sales misrepresentation, followed by failed delivery and ignored support/escalation. I am happy to provide documentation of the agreement, communications, and financial charges upon request.

  

  Business Response

  Date: 10/28/2025

  ******** complaint centers on the issues of misrepresentation of service, failure to deliver contracted features, unauthorized billing after written objection, and refusal to refund.
  
  SpotOn is refunding $2876.16 back to ****** ****** upon receiving their hardware back. SpotOn should receive the hardware on October, 31 2025 and then will refund ****** ******. This has been communicated to ****** ******. 
  
  We genuinely appreciate the opportunity to work with ****** ******. SpotOn acknowledges the added burden placed on our client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  
  
  

  Customer Answer

  Date: 11/05/2025

  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.

  I have already sent the HW back in as new condition and I am now waiting for the check to be sent to me (not received yet).

  I don't understand SpotOn way of doing business and hope that they will improve their methods.

  I appreciate the support from BBB thanks a lot.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:09/12/2025

  Type:Order 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.

  Contract was signed but service was never provided yet, monthly amount was automatically deducted from checking account. When contacted, the individual at company stated that system showed service was started but never was implemented. The individual indicated that they would cancel service and that money taken out of account would be refunded. They closed the case but showed a new case opened. No one contacted me but two weeks later, they showed new case closed. I responded that nothing had transpired, and I received another notice that claim had been closed. I responded again that nothing has happened., Below is response. "Dear ***** (Chuckles) *****,Thank you for working with us to resolve your inquiry. Case #********: "Customer replied to closed case: ********" has now been closed. If you feel that your inquiry was not resolved and this Case was closed in error; please reply back to this email to reopen this Case or create a new Case. Thank you,SpotOn Retention"Not sure but they seem to think my name is funny but believe me, I don't see the humor. Very difficult company to work with.

  

  Business Response

  Date: 09/26/2025

  Chucks complaint centers on the issues of a contract with SpotOn being signed, however service was never provided yet and the monthly amount was automatically deducted from Main Street Cellars checking account. When Main Street Cellar contacted SpotOn the SpotOn team member stated that the *** system showed service was started but never was implemented.

  Main Street Cellar is requesting a refund of all SaaS charges and refund of all debit ATM networking fees. SpotOn has agreed to refund the full amount.
  
  We genuinely appreciate the opportunity to work with Main Street Cellar. SpotOn acknowledges the added burden placed on our client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   
  

  
  

• Initial Complaint

  Date:09/03/2025

  Type:Order 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.

  This company has screwed up on sending my batch to be settled for the business on 08/30/2025 and they refuse to compensate me . I have lost over $2700 in business . They never have any upper management or owner I can speak to . When I called them again today, they said the developers are working on it and I am not the only person who has lost money.This company is a scam. From the time they promised so many things to sign me up to now, it has been a disaster. They lie and lie to sign people up and then they leave them on their own.

  

  Business Response

  Date: 09/17/2025

  Shawns complaint centers on the issues of funding delays.
  
  
  SpotOn spoke with our client *****, who was really upset about the funding delay and the disruption caused to his business. He also is not satisfied with the functionality of the software, specifically the refund process. He provided a list of items he feels we need to update within the software to help the pizza business run more efficiently. SpotOn is working directly with our client to ensure they are satisfied with our services.
  
  
  We genuinely appreciate the opportunity to work with ************* SpotOn acknowledges the added burden placed on our client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   
  
  

• Initial Complaint

  Date:06/25/2025

  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.

  I own a business and this guy named **** everyday would insist to get his service with SpotOn. It reached to a point where he even offered us a discount for the monthly charge of their service. He stated that I could cancel whenever and that everything was completely free of any charge. The only charge ever stated was the monthly service fee. Fast forward we got charged 125 of the electronics we received and we let it slide even though **** stated that it was all free and the only fee would pay the monthly pay. Fast forward again we disliked the transactions being sent to our bank account. It was never on time daily and would receive our payments days later with no clue of how much money was being taken. Due to this we wanted to get rid of the service and found out that we were gonna be charge over 950 in order to cancel our service with SpotOn. Never was I mentioned that this amount would be charged. After I called a guy suddenly sent supposedly paperwork of the cost fee for cancellation. This supposedly paperwork contains a signature that I never signed and I claim it to be false and illegal. I would like to sue this company Spot On for their dishonesty, not being clear, and spreading false claims. Also the signature provided is no where near my signature. As you can see from photos below, these attachments were barley sent a couple days ago when we received their service a couple months ago. Also from the photos you can see the supposedly signature and the last page of the fee charge not signed!

  

  Business Response

  Date: 06/30/2025

  Marthas complaint centers on the issues of being told by a SpotOn representative (****) that the service could be canceled at any time and was completely free, except for a monthly service fee. However, they were later charged $125 for equipment, which they reluctantly accepted. They also had ongoing issues with delayed and unclear payment deposits. When they decided to cancel, they were told theyd be charged over $950, a fee they say was never disclosed.
  
  
  We have spoken directly with the owner ****** on her issues. In this case, we will waive the *** as soon as the equipment is returned in good working order. SpotOn will process the *** and Hay Madre *** will need to return the hardware. Then SpotOn will waive the early termination fee.
  
  
  Our team has been working directly with ****** and she is aware of the resolutions. She will ship the equipment back, and she's grateful for the given resolution. 
  
  
  We genuinely appreciate the opportunity to work with Hay Madre ***. SpotOn acknowledges the added burden placed on the client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   
  
  

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were approached by a sales representative from SpotOn to switch from Square to SpotOn for free. He told us all the wonderful things this system would do, never explaining at first there are add-on fees, and you must sign up with ******** for marketing. He was ****** on the Spot when trying to sell us on the product, but now asking for a simple phone number for issues with the system goes unanswered. The CSR's are no better, promising call-backs in an hour and never doing so, giving erroneous information, don't know their own system ,basically they just forget you once you sign. We've had this system live for three days, it has been an absolute nightmare, nothing works as promised, they screwed up my banking information , making deposits in an old account from Square not the new one, the *** said it was the ***** mistake, *** blames me, but no one seems to wish to correct it without many hoops to jump through and no one listens to the problems we are having. The system crashes frequently, it's slow, and they blame ******** our internet provider. I want to return it but they want to charge me $10,000 for the "free hardware", I wish we had Square back, with all of its problems it at least worked fairly well. They don't seem to care about their customers.

  

  Business Response

  Date: 06/19/2025

  Jims complaint centers on the issues of difficulties with banking information, network connectivity, and overall the feeling of lack of support from SpotOn. *** is requesting $10,000 for his hardware.

  We have spoken directly with the owner *** and *** ***** from Tier 3 is involved.  We are working on the networking items and noticed Dizzy Izzys were operating in offline mode. *** and our team will work with  IT on their side and Dizzy Izzys is scheduled to identify and outline all issues on a call  with SpotOn on 6/19.

  We are looking at a no charge option to upgrade to our RPOS product from their current Express product as their needs are not being met with Express. Dizzy Izzys by  Foodatude is in need of payroll, DoorDash integration and Online Ordering.
  The banking issues highlighted in this complaint are currently being updated. **** from SpotOn spoke to *** on June 16th to hear him out and take care of these issues.

  Action items already in progress:

  Banking contact - client emailed the Banking Addendum that he signed and the voided check. SpotOn is getting the banking information updated.
  Networking - Tier 3 to look into the network as our client is having to reboot their system daily and it's freezing. Support stated it was the ***. The client switched services and experienced the same issues. 

  We genuinely appreciate the opportunity to work with Dizzy Izzys by *********. SpotOn acknowledges the added burden placed on the client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology. 
  

  
  

• Initial Complaint

  Date:05/05/2025

  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.

  This is a company that provides POS equipment for restaurants. I do have a contract with them. I closed my restaurant and spoke with their account manager to close my account because it is no longer needed. He explained that I have a remaining balance for the equipment in the total of $1291.20. I knew this was the case and explained that since my business is closing I would not have the money in that account, and to please send me the bill and take my card off file. He understood and I received the invoice via email. 5 days later, I checked the account and saw they made a withdrawal for the full amount despite me specifically not giving them permission, and despite them assuring me my card would be taken off file. This is detrimental to my life, and to my childs life. That money is all I have right now to pay my bills. And when I called to get help with the situation, I was told that it is non refundable and really wasnt their problem. I am disgusted. I do not know what else to do as I dont have the recording of my conversation with the account manager who closed my account, and who I told does not have permission to charge my card. I need it refunded. And I need them to remove my card with confirmation that they have removed my card from Their system, which I also asked for and they refused to give it. My account was officially closed as of 04/28/2025. ******* ******** Is the customer service representative I spoke to about resolving the issue and he was incredibly rude. When I asked what the name of the person is who closed my account is, his reply was its in your email. If I can see it, then you can. I spoke to him on 05/03/2025. My restaurant is *********************** in **************.

  

  Business Response

  Date: 05/05/2025

  Erikas complaint centers on the issue of a charge of $1291.20 issued by SpotOn for her remaining hardware balance. We wholeheartedly apologize and understand the frustrations of the client. However, ***** is contractually obligated to make this payment. 

  ***** discussed with a SpotOn representative who explained the reason for the remaining payments and to which ***** acknowledged and understood why. 
  ***** insisted she was told SpotOn could send her the invoice and keep the debt open until she had the money to cover it. Unfortunately, she doesnt recall who made that statement and/or if she misunderstood. SpotOn could not find any documentation with that offer, and ultimately ***** understood it was her responsibility to cover the remaining balance for her hardware, even if she wasnt ready to do so at the time.

  Please review the terms and conditions of the Merchant Application and Proposal Summary that ***** **** signed in June of 2024 outlining the details surrounding the hardware promotion and installment payments.  SpotOn only charged the remaining balance for installments not paid. 

  We genuinely appreciate the opportunity to have been of service. This matter was handled based on the terms of the Merchant ******************** **** signed on June 20, 2024.  The debit was for the final cost of the hardware and no further subscription fees or other fees will be charged.  The account has been permanently closed. 

  Please direct any future correspondence to ********************************************* for a full redacted copy of the merchant agreement. SpotOn appreciates the added burden placed on the client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  
  
  

  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23285468
  
  I am rejecting this response because:
  
  The representative I spoke with, ******, has a copy of our conversation. I am not claiming I do not owe the money, what I am claiming is that I specifically requested not to be charged and instead to be billed and I was charged anyway. Please attach a copy of this conversation for the BBB to review. While Im aware of how much the amount due was, I was not informed that it would be withdrawn from my account on the 1st and I certainly did not give permission for you to do so. I just  closed my business, I am a single mom to a 4 year old and that is all the money I have to help survive right now. While your customer service agents clearly do not care, this situation has detrimentally affected my life and I am truly sickened by your customer service team and lack of understanding for the situation, especially after I told the representative that I could not afford this payment right now and he miscommunicated about my account being closed and me not being charged further. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/11/2025

  We can understand the frustration you feel in desiring a payment plan. Unfortunately, SpotOn does not support payment plans when a client terminates services.  We can understand that your position is that you felt this would be an option. ****** spoke to you to explain the process, and  ****** does not process final payments.  Our billing team handles the final outstanding balance.

  
  Please see below:

  Erikas complaint centers on the issue of a charge of $1291.20 issued by SpotOn for her remaining hardware balance. We wholeheartedly apologize and understand the frustrations of the client. However, ***** is contractually obligated to make this payment. 

  ***** discussed with a SpotOn representative who explained the reason for the remaining payments and to which ***** acknowledged and understood why. 

  ***** insisted she was told SpotOn could send her the invoice and keep the debt open until she had the money to cover it. Unfortunately, she doesnt recall who made that statement and/or if she misunderstood. SpotOn could not find any documentation with that offer, and ultimately ***** understood it was her responsibility to cover the remaining balance for her hardware, even if she wasnt ready to do so at the time.

  We genuinely appreciate the opportunity to have been of service. This matter was handled based on the terms of the Merchant Application ***** **** signed on June 20, 2024. The debit was for the final cost of the hardware and no further subscription fees or other fees will be charged. The account has been permanently closed.  
  Please direct any future correspondence to ********************************************* for a full redacted copy of the merchant agreement. SpotOn appreciates the added burden placed on the client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.
  
  

  
  
  

  
  

  Customer Answer

  Date: 05/12/2025

  Hello, in reference to my open case ID in the subject line, I have more to add. Not only did the employee who closed my case, ******, not disclose that I would be charged $1291.20 despite me telling him there is not enough money on my card and I need it shut shut off immediately after my final deposits, I was also charged an additional $218.68 on 5/8/25 AFTER submitting this initial complaint and calling SpotOn to once again tell them to remove my card and that they do not have permission to continue charging me. They record all calls. The call with me begging ****** to remove my card from the account because they provoked my ability to login and do so myself was placed on 5/3/25. It is also listed in my account notes, confirmed by the representative I spoke to today, 5/11/25, that ****** made notes of my request but did not send it to the financial team. I am sick. I am literally physically ill from this business taking money from me that I do not have, explicitly without my permission. 

  
  

  Thanks,

  ***** ****

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23285468
  
  I am rejecting this response because:
  

  I was not informed this money would be taken out. I do recall the conversation and who it was with, that being ******. While he does not process the "final payment", he also did not inform me that it would be automatically taken out of the account that I specifically told him it could not come out of. You do have all calls on record. Also, you just stated that the $1291.20 was the final charge and that my account is permanently closed, yet I was charged $218.68 on 5/08/25 AFTER the charge of $1291.20 and AFTER I had called in and spoke to ****** and told him once again you do not have permission to charge my card and demanding it be taken off file, as I am locked out of my account and cannot remove it myself. This is noted on my account as well as recorded. SpotOn has charged me $1509.88 without my permission to do so. I understand the contract, and the money that was owed for the hardware. But the contract does not state that you are allowed to withdrawal money from my bank account without my permission. That is fraud. Never was I informed that you do not accept payment plans or other forms of payment for the hardware, nor was I informed it would be auto withdrawn. Again, I do understand and you have me on record stating I understand the fee. But you also have me on record stating that you do not have permission to take money from my account. Despite the contract, again, this is considered fraud. I would appreciate copies of the notes on my account as well as copies of the recordings both with ****** explaining the hardware fees and my conversation with ****** where I begged him to remove my card from your system. I also had the same conversation with ******* ******** on May 3rd, in which he was incredibly rude and dismissive. Furthermore, I had another conversation on May 11 with ******* ***** where he confirmed ******** notes from 5/3 stating you did not have permission to charge my card, and confirmed you did anyway. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Complaint Against SpotOn for Unauthorized Charges and Compliance Failure
  I am filing this complaint regarding my experience with SpotOn, a merchant service provider my hair salon (******* ****) has been using for over seven years.
  
  In March 2025, I contacted my SpotOn account manager regarding fees I had been charged over the past year. He acknowledged that I should not have incurred those charges and explained that most merchant accounts had been moved to a new processor—but mine had not. He offered to upgrade my terminal and services at no cost and assured me everything, including a 3% surcharge on client transactions, would be fully compliant.
  
  On April 2nd, 2025 after the new system was installed, I was unexpectedly charged $1,000 and received a notice stating my business was in violation of **** regulations due to the surcharge. At no point was I informed by SpotOn that applying a surcharge could violate such regulations. The surcharge feature was set up and activated entirely by their team.
  
  When I contacted SpotOn for answers, I received inconsistent and evasive responses. Several representatives denied the charge was from them, referred me to other departments, and ultimately provided no resolution. I later confirmed through my bank that the charge came from a SpotOn account, yet they continued to deny involvement and refused to issue a refund.
  
  As a paying customer who has always maintained PCI compliance and met all service obligations, I trusted SpotOn to provide proper guidance and ensure regulatory compliance. Instead, I was left blindsided by a costly violation and a company unwilling to take responsibility for their own actions.
  
  This situation has caused significant financial and operational distress. I am requesting BBB assistance in securing a full refund of the $1,000 charge and holding SpotOn accountable for their failure to communicate critical compliance requirements before activating the surcharge feature.

  

  Business Response

  Date: 04/28/2025

  Minh T***** complaint centers on the issue of a $1000 fine issued by ****** ********. We wholeheartedly apologize and understand the frustrations of the merchant.

  Although the fine did not originate from SpotOn, ****** ******** redirected the merchant back to SpotOn when contacted.

  SpotOn clarified the nature of the fine and explained the requirements for a compliant surcharge. The merchant acknowledged the explanation.

  At this point, the merchant has already cancelled and there is no further resolution available.
  

  
  

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My merchant account was set up directly by a SpotOn account manager, **** ****, along with their customer support team. At no point was I made aware that the surcharge being applied was non-compliant. If there was an issue or a fine involved, the responsibility should fall on SpotOn—not its customers—since the setup and compliance oversight were fully managed by their team.
  
  I also received a follow-up call from SpotOn on Thursday, April 24. During that conversation, the representative stated that SpotOn passed on a fine from ****** ******** to its customers, which is why they continued to claim it was the customer’s charge. That is completely unacceptable.
  
  As a SpotOn customer, I feel misled and taken advantage of. If this is how SpotOn conducts business—by deflecting liability onto its clients—I obviously canceled my account and would not recommend SpotOn to anyone.
  
  
  Sincerely,
  
  
  
  Minh T***

  

  Business Response

  Date: 05/02/2025

  Minh T***** complaint centers on the issue of a $1000 fine issued by ****** ********. We wholeheartedly apologize and understand the frustrations of the merchant.
  

  While this is ultimately your responsibility as a merchant, we have paid the fine on your behalf to resolve this matter.

  Although the fine did not originate from SpotOn, ****** ******** redirected the merchant back to SpotOn when contacted.

  SpotOn clarified the nature of the fine and explained the requirements for a compliant surcharge.

  The merchant acknowledged the explanation.

  At this point, the merchant has already cancelled and there is no further resolution available.

• Initial Complaint

  Date:04/03/2025

  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.

  I had to file with the BBB in order to get SpotOn to do the right thing after treating me so horribly and now I unfortunately have to do this all over again. My account has been closed and I thought I was done dealing with them but they are still trying to charge me for my monthly apps that havent been used since February. I called them to try and straighten this out but they refused to cancel the charge. I am asking for help in getting them to do the right thing once again and give me back my $113.50 and to stop bothering me so we dont have to keep doing this

  

  Business Response

  Date: 04/04/2025

  *** ******** complaint centers on the issue with the SpotOn POS parities with ********************************** can be challenging in the first ***** days.  We appreciate the frustration caused.  The loyalty and rewards program at SpotOn works differently than Clover causing some pain for *** ******* who prefers text marketing and not email causing disruption to his business marketing flow and process.  

  Support challenges were another reason for frustration claiming that daily calls were required to keep the system running.  Although this is unusual behavior for SpotOn clients, we keep track of all calls and cases assigned to each account and the reason for the inquiry. We understand the added burden this may have placed on our client.  
  *** ******* contacted SpotOn to cancel services and was informed of the hardware clause contained in multiple sections of the Merchant Agreement including the signed acknowledgement of the proposal summary.

  Although we are saddened that SpotOn was not the right fit for *** ******** business, we respect his right to do what he feels is in the best interest of Rude Boy Deli.  We genuinely appreciate the opportunity to have been of service. We can confirm as of today, the charge *** ******* is inquiring about will be refunded. 

  SpotOn understands the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.