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:07/16/2025

  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.

  On May 19, 2025, I cancelled a trial membership to an adult service whose payments were managed by Epoch. I received a cancellation notice but was rudely shocked to see that they were continuing to make withdrawals from my account via ****** without my permission. One withdrawal with made on June 15, 2025 for $43.71 CAD. Another attempt was made to make on July 15 2025 to fraudulently withdrawal $43.71 CAD but I blocked this via ****** (please see attachment). I am seeking a refund of all funds withdrawn without my approval.

  Business Response

  Date: 07/16/2025

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.
  
  Our records show that the consumer already reached out to us and we forwarded consumers complaint to the relevant merchant from which the consumer made the purchase.  Even though neither the merchant nor we had a record of his membership cancelation, since the merchant confirmed that the consumer had not logged into the website nor used his membership since May 19th, the merchant issued full refund for all charges charged to the consumer after that date.

• Initial Complaint

  Date:06/03/2025

  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.

  On 3/5/25 I was charged $9.99 to sign up as an adult content creator but didnt like it so I cancelled subscription like the day or two after. Now today 6/3/25 I just got charged again for $9.99. I remember cancelling my membership?? Why did I get charged again?? I cant even report a problem until the transaction goes through. How fair is that especially when you dont even have the money for it.

  Business Response

  Date: 06/10/2025

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.
  
  Our records show that the consumer purchased a recurring 3-month membership on March 3, 2025 and was charged $9.99 for the membership fee.  Our records show no record of any cancellation which is why she was charged the membership fee for it again 3 months later on **** 3, 2025.  We are not sure why the consumer is/was under the impression that she could not report the issue but she could have and should have called our 24/7 toll free customer service number and we would have made to sure that it is canceled in which case the subsequent charge would have never settled to begin with.  We have now canceled the membership and issued the refund for the **** charge.

• Initial Complaint

  Date:04/14/2025

  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.

  This company purposely tricks you into two subscription and then has awful people behind the support line who are terribly rude and uniforming. You sign up for a trial and they dont tell you its limited access. So once you do you only get 3 s*** videos. So you hit upgrade now thinkin that youll just skip the trial and upgrade ur membership. Right cuz that would make sense. Without any specific markers indicating that the upgrade now is for a completely different website when you click it you unknowingly sign up and pay another 1.95 and instantly ***** for a website youve never been on and didnt even intend to join. Then a couple days later your original trial upgrade. Its clearly a scam to trick people into a second membership without their true knowledge or understanding. When asked for an explanation on how or why this happens service is disgustingly rude and refuses to elaborate on how this happened repeatedly kicking you from the chat when youve been nothing but respectful. ***** this company at all costs. They repeated that they pulled my IP and they can prove I purchased it and wont refund and then kicked me from chat rather than elaborate any details. I had never even heard or seen the second site until seeing my transaction history and reaching out.

  Business Response

  Date: 04/15/2025

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.
  
  Our records show that the consumer purchased 2 different 2-day trial memberships at the same time.  Our records also show that the relevant merchant had already issued refund for the monthly membership charge for the membership that the consumer did not intend to purchase.  Refund was issued on April 14, 2025.
  
  We will review the live chat transcripts with our customer service and address the issue with the relevant members of our customer service to ensure that consumers receive quality service that we expect and demand of our customer service.

• Initial Complaint

  Date:03/26/2025

  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 was purchasing access access on 3/25/2025 to an adult site for a 1 day trial for about a dollar, I wanted to see if the website was even worth it. After browsing through I had decided it was not worth it and cancelled the same day before I was to be charged ***** on the next day. So today on 3/26/2025 I was charged with the amount of ***** to my account even though I cancelled my membership before the recurring charge. I was charged without my consent and I would like to have a refund. I had called them but they said they could not do anything.

  Business Response

  Date: 03/26/2025

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card, prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own,control, operate nor are in any other way associated with these websites.
  
  Our records show that the consumer purchased 2 different 1-day trial memberships and canceled one of them within the required trial period for which the consumer was never charged again while the other trial membership was left active which upon expiration of the trial period then converted into a full monthly membership which is why the consumer was charged the monthly membership fee for it.  Pursuant to this complaint and as a one-time courtesy to the consumer, we have issued refund for that monthly membership fee.

• Initial Complaint

  Date:12/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was purchasing access to an adult content website. The site offered an two day trail period for 1$. And when I purchased that via epoch.com I found out my access was extremely limited - only 4 videos out of hundreds, which was not disclosed to me prior to the purchase.After the content website didn't not respond to my message via their chatbox despite in business hours as listed, I then contacted epoch.com as the payment provider to dispute that charge. However, they refused to issue a refund or even process my claim, but just dismissed my claim saying it's not in their policy.The incident happened on December 30th of 2024. And I'd like a full refund of my purchases.

  Business Response

  Date: 01/02/2025

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.
  
  Our records show that the consumer purchased 2 different trial memberships on December 30, 2024 and was charged $1 for each of those trial memberships which were then canceled within the trial period.  We are not sure that we understand consumers complaint as the entire point of a trial is to give someone a taste of what they are likely to be able to access should they convert their trial membership into a full monthly membership which is also the reason why the price for a trial membership is only $1 (as opposed to $30-$40 which would be a price for a full monthly membership).  However, as a one-time courtesy to the consumer we have issued a full refund for both trial memberships.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22745732
  
  I am rejecting this response because:
  

  While I do appreciate Epoch payment's assistance in processing my refund, I want to reiterate that there has been zero notification nor disclosure to me prior to making the purchase about the range of content I'm able to access for the trail membership. I've purchased membership from other adults content websites and all of their membership, no matter the length, would give me full access to their content.

   

  Therefore, I'm finding difficulties in comprehension to the Epoch.com's response, as they assumes that I should know about the range of content that will be offered to me and is fine with that not made clear to me prior to the purchase. 

   

  Even more, the Epoch payment, would not investigate my concerns after I raised it with their customer service, and only are willing to issue me a refund after BBB compliant, which is rather disappointing.

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

  Business Response

  Date: 01/03/2025

  Once again we are not sure that we understand consumer's complaint in general nor his response.  As previously explained, as a payment processor, we have nothing to do with the content of a website (other than the content on our own webpage which isnt the subject of this compalint). Merchant that owns the relevant website is in control of it and makes solely decisions regarding what content the merchant wants to offer.  Again we are not sure what the consumer is expecting to get access to for $1 but it would be reasonable to expect that it is not likely that someone is going to sell and provide access to ton of content for $1.  However, we have already issued a full refund since apparently this was not in line with this particular consumer's expectations.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22745732
  
  I am rejecting this response because:
  
  Sincerely,
  

  Once again, I'd like to reiterate that the limit amount of content (4 out of hundreds of videos) for trail membership was not disclosed to me prior to making the purchase. The specific content provider offer thirty day membership for $29.99 and three days trail membership for $1 and I find it difficult for Epoch payment services assumption that I should know the content lock when it's not disclosed to me when other subscription based service do in fact offer trail membership at a discounted price and provide full benefits such as **** eats, ******* and Spotify.

   

  I do agree with Epoch's point that the above concerns are the fault of the content website, not theirs. However,the reason I filled this compliant with BBB against Epoch is that when I raised those concerns with them they not only refused to issue me a refund but even refused to look into this issue.

   

  Given trail 

  
  ******* ***

  Business Response

  Date: 01/06/2025

  We have done everything we can to address this complaint and have nothing further to add to it.

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Epoch, LLC charging $25 monthly to my ****** account . There is nobody to contact . This should be illegal

  Business Response

  Date: 11/27/2024

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card, prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.
  
  We 100% agree with the consumer that being unable to get in touch with whoever may be charging you for anything should be illegal.  However, for us customer service is our top priority,and we make it as easy as possible to get in touch with us and we thank the consumer for giving us the opportunity to shed a light on this. 
  
  First, we do not even require consumers to get in touch with us to be able to cancel any purchases made through us.  We make ****************** tool available right on our homepage which allows and empowers consumers to locate their accounts on their own and cancel anything they choose to cancel completely on their own through our website with one click of a button without needing any further assistance from us.
  
  Second, in addition to making ****************** tool available on our homepage, contact information for our customer service which is available 24/7 (even on weekends and holidays) is listed right on our website (*************************************************************)so in a case any consumer still wishes to get in touch with us, he/she is able to do so.
  
  Third, our customer service is not only available via phone,live chat and e-mail but consumers can also request that our customer service calls them so that for those that do not reside in ** and are unable to take advantage of our toll free number, our customer service is more than willing to call the consumer to ensure that the consumer does not incur any long distance charges for the call nor have to be waiting in line to speak to a customer service agent.
  
  Finally, if all else fails consumers can also always contact their card issuer and the card issuer can and will upon request gladly block any further attempts to charge the card.  In this particular case, consumer used ****** and ****** allows its users to log into their accounts and cancel any further charges through their platform as well which is what happened in this case as our records show that ****** contacted us on October 29th and the consumers membership was canceled on that same day as well as a refund issued for the last months charges.  Consumers ****** account had also been blocked in our system so as to prevent any further attempts to charge it.
  
  We take great pride in taking care of and treating consumers well and again we thank the consumer for giving us the opportunity to highlight all the ways in which we make customer service our top priority.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An unauthorized purchase on my Mastercard thru Epoch.com *Livesoda was made on Nov. 3, ********************* 3193 The purchase amount was $19.95 I was not involved nor did I give permission for use of my card information to anyone. This purchase was fraudulent and I'm seeking a ********* card is now cancelled and I'm awaiting a reissue but can be refunded via ****** or cashapp. Any info regarding the account set up with these last 4digits will be forwarded to the police. Thank you in advance for your help.******* M. *****

  Business Response

  Date: 11/04/2024

  Epoch is a third-party payment processor, i.e. we process credit card, debit card, prepaid card and other type of online transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.
  
  Our records show that the merchant already issued the full refund on the same day that the purchase was made preventing it from settling and posting, as well as blocked the card.  We have now blocked it in our system to prevent any future attempts to charge it at any website for which we process online transactions.  We have also called the consumer and explained that the transaction will continue to show as pending until her card issuer releases it.

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my MINOR child has charges from this vendor, when i try to call they keep hanging up on me with ZERO explanation on what this is! I expect them to contact me to resolve this since it involves a MINOR CHILD.

  Business Response

  Date: 11/01/2024

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card, prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own,control, operate nor are in any other way associated with these websites.
  
  We were unable to locate this consumer in our records based upon information provided in the complaint.  We have attempted to get in touch with the consumer multiple times over phone and e-mail but were unable to reach the consumer.  Consumer should feel free to respond to our e-mail and/or give us a call at the number listed in the e-mail and we will then address the issue accordingly.

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, had some fraudulent charges made using my card to epooch and upon contacting them when this happend i was told it was for an adult website or something in that sort. I let them know it was not me who made the charges and that they were made fraudulently. Was then told a request for a refund was going to be sent to the website master of where they charges were made and that i would hear back in *********************************** stating no refund would be givem because they state i made the transactions and that I didn want to provide them with the card info which is completely false. Why wouldnt i want to give them the card compromised number? It doesnt make any sense. When asking for proof that i made the transactions they have plain out ignored me and given no explanation. They have been soo shady and dismissive about the whole situation and its really frustrating. $300 was taken from me and they are not doing anything to help me recover them. I have been trying to get them to help me but have been given the runaround or just plained ignored. Please help!! Crd number- 4295/1857

  Business Response

  Date: 10/17/2024

  Epoch is a third-party payment processor, i.e. we process credit card, debit card, prepaid card and other type of online transactions for thousands of websites on behalf of e-commerce merchants and do not own,control, operate nor are in any other way associated with these websites.
  
  We have attempted to reach the consumer, but the phone number provided is invalid and the consumer did not respond to our e-mails.  Since we were unable to reach the consumer, we have tried out best to locate this consumers charges in our records and have issued full refund for whatever we have identified.  Consumer is welcome to reply to our e-mails and/or call the number provided in our e-mails and we will take further action if and as may be necessary.

• Initial Complaint

  Date:08/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This third-party has been sneakily charging my card for two years WITHOUT MY AUTHORIZATION. I never signed up for any of their subscriptions, have never had an account with them and have not received their services. Furthermore, they are claiming the charges are VALID because they have my email information. This is CRIMINAL. My email address has been in numerous data breaches, my info has been compromised and this company charged me without my permission for two years. Furthermore, after I got a "renewal" email from them in April 2022, the only communication I have received about an alleged account, and asked them to stop billing me because I don't know who they are and to stop charging me, they CONTINUED TO CHARGE ME. This company is a scam and does not honor customer requests nor follow the law by charging customers without their permission. Please refund me over $100 of charges ($112 exact) from being billing fraudulently for TWO YEARS! Thank you.

  Business Response

  Date: 08/13/2024

  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, operate nor are in any other way associated with those websites.
  
  We could not locate this consumer in our records so we called the consumer.  While speaking to the consumer, we have confirmed that the consumers complaint is NOT related to us but is rather a complaint against The Epoch Times. 
  
  As noted many times in the past to the Better Business Bureau itself and various consumers that have had issues with The Epoch Times and erroneously filed the complaint against us, we have nothing to do with The Epoch Times and are in no way associated with it and as such are unable to address any complaints related to that company.  The consumer will need to get in touch with The Epoch Times so as to get the issues raised in this complaint addressed.
  
  As a public service, we would also like to flag to all consumers that whenever a consumer has any issues with any merchant, the consumer need not waste time with that merchant but can and should rather contact its own card issuer and request that the card issuer decline any future attempts by that merchant to charge its card.  This will immediately stop any further charges.