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:02/07/2023

  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.

  I visited a chatting site exploring the option of subscribing. The site is jerkmatelive. To explore the site you have to open up an account with them which involves your banking card information. After reviewing the prices and what led me to this point in my life I decided not to proceed with anything that *********** being charged. You can click on profiles and talk for a few seconds but kicks you out wanting money. I got off the site and didn't think nothing of it. The next day I noticed they charged my account. Then the day after that they charged my account again. I attempted to contact them via chat and when I explained what I told you the person said hold on a minute and then ended our chat abruptly. I opened up another chat telling them I was going to just report them as a scam since they weren't willing to help me with this billing issue. I'm sure loads of people have gone through rough times because this loser company overdrafts people's accounts because they have no idea they are being charged. Some of the charges are insanely high too. No one would agree to talk to these nasty girls for that high a price in the first place. My ****** is learned. I will never give info to these rotten websites again. Thank you.

  Business Response

  Date: 02/13/2023

  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, control, operate nor are in any other way associated with these websites.

  We test all websites for which we process online transactions and review their disclosures.  Our reviews of this particular website show that it would've been impossible for the consumer not to have been aware when he was about to get charged.  However, we have forwarded this complaint to the merchant and the merchant has chosen to issue the full refund. 
  

• Initial Complaint

  Date:01/02/2023

  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.

  Hello,
  
  Requesting refunds for the following charges as they are not mine. My card number is XXXX-XXxx-xxxx-6887. If you can't refund them please make me aware, so I can move forward with the chargeback paperwork. I've now blocked my card, so no more of these go though.
  
  XXXX-XX-XX XX.99 USD **************************
  XXXX-XX-XX X.99 USD **************************
  XXXX-XX-XX XX.99 USD **************************
  XXXX-XX-XX XX.99 USD **************************
  XXXX-XX-XX XX.99 USD **************************
  XXXX-XX-XX XX.99 USD **************************
  XXXX-XX-XX X.99 USD **************************
  
  Thank you,

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2023/01/04) */
  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 no prior contact having been made with us to make us aware of this issue. We would advise the consumer in the future to contact us at the toll-free telephone number listed on her statement. We have now issued full refund as requested.
  
  
  Consumer Response /* (2000, 7, 2023/01/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My debit card has been replaced, and must wait 7-10 days for a new card thank you.

• Initial Complaint

  Date:12/25/2022

  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.

  Date of transaction December 24/2022
  I went to get a 1 day trial membership i accidently bought a year memebership
  I immediately cancelled as I made a mistake they charged me 413 dollars I immediately called them emailed them numerous times they tried to say they won't do a refund but they will give me 3 months free to another site .. I DO NOT AGREE TO THIS AND I WILL BE ESCALATING THIS FURTHER I can't afford 400
  Dollars and it was a mistake this should be reversed

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2023/01/03) */
  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 as soon as we were notified of this issue back on December 24, 2022, we immediately reached out the merchant and merchant issued full refund for it on December 27, 2022 (see enclosed records).
  
  
  Consumer Response /* (2000, 7, 2023/01/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept there reply because I got a full refund back

• Initial Complaint

  Date:12/03/2022

  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.

  On December 3, 2022 at 7:20pm I received a alert on my phone from my bank card app. It said a transaction was pending for the total amount of ****** from a ******* ********* ******** ***** I've never approved this transaction and I've never heard of this company prior to the date the transaction occurred. 8 minutes later, December 3, 2022 at 7:28pm, I received another alert on my phone from my bank card app. This time saying it was pending another transaction for the total of ******* from a ************* ********* ** **** again, I did not approve this transaction. I locked my card after receiving this notification and now I have no money in my account to carry me to my next paycheck. This issue needs to be solved immediately. I need a full refund for the combined totals amounts above.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/13) */
  Epoch is a third-party payment processor, i.e. we process credit card, debit card, prepaid card and other 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.
  
  Based upon what the consumer has described (i.e. the fact that there appear to be multiple attempts to make unauthorized charges at different merchants), it appears that consumer's card had been compromised. As such, we have issued full refund for all charges processed by us and have blocked consumer's card in our system so as to prevent any further attempts to charge it. We have nothing to do with************ so the consumer will need to address any issues with their charges directly with them.
  
  
  Consumer Response /* (2000, 7, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/24/2022

  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.

  A year ago I create a year subscripton to **************** through ***** I had zero idea I would be ********** it wasn't prominently indicated. I didn't get any emails warning of a re-billing.
  
  And then today, I was charged ****** for another year which I never wanted.
  
  When I contacted their support, they basically told me, "too bad, it was in the fine print".
  
  If I had any idea I needed to cancel prior to the renewal date, I would have added an alert to my calendar.
  
  In any case, Epoch support refused to issue a refund because, supposedly, something (that I never saw) indicated it would be re-billed.
  
  My memory is actually that it said it was a one-time payment, but who knows since that was a year ago.
  
  Seems ridiculous not to issue a refund for an accidental renewal for a digital service. Doing so costs next to nothing; they could even subtract a small transaction fee or something.
  
  I gave them a year's worth of business and, as thanks, they took advantage of me over a technicality.
  
  So a refund would be nice (and the right thing to do) since it would cost them almost nothing (they could subtract any fees so it does cost them nothing), but I primarily want to alert other people of the scammy, immortal business practices of ******
  
  Invoice ID for this renewal: XXXXXXXXXX
  Payment sent, through paypal: November *** 2022 at ******* ** ***
  Transaction ID: *****************

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 6, 2022/12/08) */
  Epoch is a third-party payment facilitator, 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 those websites.
  
  Our records show that this consumer purchase an annual recurring subscription on November 23, 2021. Payment page that the consumer used to make this purchase clearly stated that the annual subscription will renew every 12 months unless canceled. Since it had not been canceled, consumer was charged for the annual subscription fee in November of 2022. Our records also show that we have however issued full refund for it pursuant to his complaint.
  
  
  Consumer Response /* (2000, 8, 2022/12/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am only choosing Yes because they subsequently issued a refund; though, it seems the person who responded to the BBB wasn't aware of that.
  
  Perhaps they issued a refund because I threatened to sue them in the support ticket I opened after complained to the BBB.
  
  I am pretty sure there was no clearly posted notice about a yearly renewal as there's 0% chance I wouldn't make certain to cancel before renewal. 0%. They are 100% in the wrong but all I wanted was a refund so, now that I have it, no further action is needed.
  
  But just to say, it's ridiculous to not do the right thing and issue a refund if s customer doesn't want to renew. Unless their business model depends on scamming people.
  
  Thank you for your time.

• Initial Complaint

  Date:11/21/2022

  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 Nov 18 I signed up for a ***** trial and was appropriately charged ****** I browsed the available content but decided it wasn't worth paying for a full month. I attempted to cancel by logging in and following the instructions until I got to the screen asking for a reason to cancel and with two buttons at the bottom that say: "Yes, cancel now" and "No, don't cancel". No matter how many times I clicked the "yes, cancel now" button, it would not cancel however the "no, don't cancel" DID work. I tried numerous times to cancel was unable to use the cancel button to cancel my account. Before the trial period was up and before I was able to contact customer support to cancel, I was contacted by my bank's fraud dept stating that ****** was charged to my account. I logged into my bank and noticed that I was charged for a ***** trial and ALSO for the full month despite trying to cancel. When I finally contacted customer support, I was told "We don't issue refunds on adult content..." and that there was "nothing (they) could do." but that they would cancel my account and not charge me in the future. I accept the charge for the free trial, but I wasn't pleased with the content and would like my ****** refunded as canceling was hindered. I have attached screenshots showing the cancellation page. The cancel button doesn't work but the button to remain registered works perfectly. I also have a video available showing myself clicking on the cancel button and it not working. I would like this to be resolved as it seems unfair to direct someone to cancel using instructions that don't work so they can be charged for a full month by the time they get in contact with someone to cancel. Even now, the representative said they cancelled my account but it's still showing or appears to show that I have an active membership for which the cancel button STILL doesn't work. I am also contacting my legal representative to be available on standby to assist in settling this matter, if necessary.

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/12/12) */
  Epoch is a third-party payment processor, i.e. we process credit card, debit card, prepaid card and other 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.
  
  Consumer stated that he purchased a 1-day trial subscription on November 18, 2022. Consumer also stated that he had issues canceling it online and was charged for the monthly subscription before his 1-day trial expired. Based on provided information in this complaint, we were unable to locate this consumer in our records so we are unable to address his complaint. However, the only reason why the consumer would've been charged prior to the trial expiration is because he clicked on "No, don't cancel" button which would've converted his trial subscription into a monthly subscription. We would advise the consumer to either e-mail us, call us, request that we call him or chat with our customer service online so that we can address his issue in the future instead of be clicking on "No, don't cancel" button unless the consumer truly does not wish to cancel his subscription. Also, we are not sure what cancellation process consumer was using as we tested our own cancellation process online and found no issues with any buttons. We also have alerts in place that would've notified us if any consumers are having issues with anything on our own website. And ************************ own records clearly show that we have no issues issuing any refunds.
  
  We will gladly issue refund for the monthly charge as soon as we are able to locate the consumer in our records. We have attempted to get in touch with the consumer so as to obtain more information that would allow us to locate him in our records and issue that refund but all of our attempts to get in touch with him (via e-mail and phone) have gone unanswered. We kindly ask the consumer to contact us at his earliest convenience.

• Initial Complaint

  Date:11/17/2022

  Type:Order 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 was subscribed to a page that used epoch as payment and I had to go through a ton of unnecessary loops to cancel it. Don't know how it is still charging my account. I just want it canceled and refunded.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/18) */
  Epoch is a third-party payment processor, i.e. we process credit card, debit card and other 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.
  
  It is extremely easy to cancel any memberships purchased through us. Epoch.com shows up on card statements for any transactions processed by us which also happens to be our website which clearly shows all of our contact information, including phone number for our 24/7 ****************, e-mail address where our **************** can also be reached 24/7, live chat link that also connects consumers to our **************** 24/7 and a call back feature which will get our **************** to call the consumer at any time. Furthermore, consumer does not even have to communicate with us to get the membership canceled but can rather do so on its own by using our Purchase Finder which is available on our website 24/7.
  
  One thing to note is that our records show that this particular consumer has made multiple purchases using different payment methods. Obviously, that would require from the consumer to run searches through our Purchase Finder using all payment methods used for these purchases in order to find them all or to provide information for all of them to our ****************.
  
  We have now canceled all active memberships that we found associated with this consumer's e-mail address as listed in this complaint. If the consumer may have used any other e-mail addresses to make purchases, we would advise the consumer to again either search through our records using our Purchase Finder to locate those purchases and cancel them or contact our **************** and provide other e-mail addresses to them so that our **************** can cancel them.
  
  
  Consumer Response /* (2000, 7, 2022/11/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The matter has been settled

• Initial Complaint

  Date:11/09/2022

  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 paid ***** For a site using ****** echeck. In which nothing else was checked only ******* I hit submit the next thing I know I'm getting emails from my banks about my cards being used. I didn't authorize cards. I attempted to dispute both with ****** and my banks and there taking there side. They claim to have me contacted the merchant but yet the merchant wants me to contact epoch.com in regards to it. I'm not playing back and forth games. And now there telling me they don't process echeck in which it clearly states they do. So yes **** and scams avoid epoch there international and shouldn't be in business with all the complaints on fraud. And to mention the website it partners with wants you to send them **** if you even dispute anything with them could be more than that also.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 6, 2022/11/10) */
  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 a pattern for this consumer whereby the consumer will make purchases, use purchased memberships (according to the merchants from which these purchases have been made) and will then inevitably claim that it either wasn't him that made the purchases or that something went wrong (just as he did in this particular complaint) and demand refunds.
  
  Our records though show that all purchases that this consumer ever made through us were made via Paypal (we have no cards nor checks information as Paypal does not share that information with us) and have all already been fully refunded. Consumer's Paypal account information has also been blocked in our system so as to prevent any further attempts to charge his Paypal account.
  
  
  Consumer Response /* (2000, 8, 2022/11/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes I did receive refunds yes I did do PayPal and have had all future access denied. The fact I did a certain payment method and the next thing I know different accounts were being used. Regardless and being international transactions I had to wait as long as I did to do anything about it. I am satisfied and best of luck to the company. But with other complaints I don't know

• Initial Complaint

  Date:10/18/2022

  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.

  Hello,
  
  Reporting a fraud charge.
  
  Oct 17, 2022, POS PURCHASE EPOCH LIVESODA $15.90. On my Mastercard ********************
  
  Requesting refund.
  
  Thank you !

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Epoch is a third-party payment facilitator, i.e. we process credit card, debit card and electronic check 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 contacted us and reported fraud. As enclosed records show, full refund was already issued on October 17, 2022 and card blocked in our system so as to prevent any further attempts to charge it.
  
  
  Consumer Response /* (2000, 7, 2022/10/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/05/2022

  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.

  On July 14th 2022 I signed up for a 1 year membership to *********** for *** for the 1 year. This was done via ****** payment
  This was billed through *****
  Transaction ID
  4KAXXXXXXHXXXXXXX
  
  
  Invoice ID XXXXXXXXXX
  
  Everything worked fine with my account until Monday 10/3/22 when it wouldn't let me login anymore.
  I did email Epoch
  For assistance there tech support did reply with the same login info for user name and password that I already had that wouldn't work. Again it still wouldn't work. I wrote them at 3:36 pm telling them again it didn't work still and would like a refund for the *** days of the account that I still paid for but cant get logged into. And to cancel the account.
  I've tried this login info they provided on 2 computers and 2 cellphones and it still didn't work on any device I own. They replied telling me to contact them through chat which I did at 3:53 pm est on 10/4/22. I provided all the same info I did already provide them with through email but this time through chat. They still wouldn't help said that couldn't refund me they said they said tech support would contact me within 4 hours which would be by 8pm Est Tuesday night 10/4/22. I Never heard back from them at all.
  So again they have the *** I paid for a membership for but I have no way to access the membership and they don't seem to concerned about correcting the issue. For a *** for *** days that would be **** cents per day. I still have *** days left on my account as of today reporting the issue they wont correct. I would like my membership to be cancelled and to be given a refund of ******
  ***** fee per day **** days) .
  Proof is attached of the error message I get based off the login info they are advising of that doesn't work.
  
  Please help me

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Epoch is a *********** payment ************ **** we process credit card, debit card and electronic check 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 contacted us on ******* ** **** and complained that he is unable to access the website. Our tech support ****** it and did not get any login errors and e-mailed the consumer to let him know about it. Consumer claimed to have still been unable to access the website at which point our tech support reached out to the merchant for assistance. While we were waiting to hear back from the merchant that operates the relevant website, we received this complaint. We reached out to the merchant again pursuant to this complaint and the merchant claimed that in the meantime the consumer had reached out to them directly and that everything had already been fixed but had agreed to issue refund to settle this issue. Full refund had been issued.
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks for the help