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:10/13/2025

  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 13.10.2025, I was tricked into a subscription on a fraudulent website that uses Epoch as its payment processor. The website deceptively displayed the price as "annual $0.33/day" and "no hidden fees," hiding the true annual cost of $119.40. This is a known "dark pattern" designed to mislead consumers. I have repeatedly contacted Epoch for a refund, but they have refused to take responsibility, stating that only the website can issue a refund, even though the website is unresponsive. As the payment processor, Epoch is financially responsible for the merchants it enables and is facilitating this fraud by shielding the fraudulent website. I demand a full refund of $119.40.

  Business Response

  Date: 10/15/2025

  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 annual subscription for $119.40 on October 13, 2025.  We confirmed that our own payment page which consumer used to place this order accurately described this subscription to be an annual subscription as well as accurately listed the price for it to be $119.40.  We also reviewed the recording(s) of call(s) and confirmed that our customer service representative accurately informed the consumer that his complaint had been submitted to the merchant for the merchants review and input and that upon merchants input and approval a refund would be issued and the refund had been issued.

• Initial Complaint

  Date:10/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the middle of the night, I was charged on my ******. By a company called Epoch.com LLC. The charges do not resemble anything that I have done recently. Suspiciously they subtracted one dollar twice. Then $29.20 and *****.I called twice, but I was on hold forever.

  Business Response

  Date: 10/02/2025

  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 made several membership purchases around 2am on October 1, 2025, some of which were trial memberships that, unless canceled within the required trial period, convert into full monthly memberships.  None of the memberships had been canceled which is why the consumer had been charged for them. 
  
  Pursuant to this complaint, we spoke to the consumer and consumer admitted to making purchases but apparently did not intend to purchase anything other than free trial memberships which is not what he ended up doing.  We have now canceled all memberships and issued full refund and would urge the consumer to make sure to read all disclosures so as to ensure that purchases are as intended.
  
  We have also checked our records and found just 1 call having been made by this consumer to us at 3am this morning and it disconnected after 17 seconds before reaching any of our representatives, so we found no issues with any unreasonable holds as alleged.  We will however continue to monitor all of our customer service channels to ensure that all of our calls continue to be promptly answered and addressed.

• Initial Complaint

  Date:09/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 11, 2025 Epoch.Com debited a total of $59.90, after 2 debits of $29.95 each. I have no idea what this was for.

  Business Response

  Date: 09/29/2025

  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 couple of 3-day trial memberships in August of this year which were never canceled which is why the consumer ended up being charged a monthly membership fee for them.  We have attempted to get in touch with the consumer (so that we can go over his purchases with him) via provided e-mail and phone number and have left several voicemails and e-mails but were unable to get in touch with him.  We have now canceled both memberships and issued 2 refunds in an amount of $29.95 for the last months charge on both memberships.

  Customer Answer

  Date: 09/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/11/2025

  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.

  I bought a one time subscription for one month at $29.94 on 09/08/25 plus $1 dollar separate pay for a extra content. THAT WAS IT! Nothing else was ever purchased after that. But, today after I woke up I saw that a ****** notification telling me that another purchase was made for 09/09/25 for $39.95. I DID NOT authorize that transaction. Now, my phone and my Wi-Fi, along with the Router Box hooked to it should have all of my Data and Cache information stored on it's memory. I know with 100% certainty that I hadn't purchased anything else from them and that's because there's no other subscriptions to buy from their Website. The only other way to spend on there, is to request a Live Session with a "model/employee" and none of these Live's have an option to make a $39.95 purchase to that exact amount. You can only send whole dollar amounts anyways. All I want is my money back that they stole from me and this whole thing will be forgiven. If not, I will be filing a lawsuit against Epoch.com LLC. I have already sent a notice( the option to send my money back to me) to their email address earlier.

  Business Response

  Date: 09/16/2025

  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 purchased several memberships through us.  Weve contacted the consumer and went over his purchases.  We also issued a refund in an amount of $29.94 for a membership that the consumer did not intend to purchase.

• Initial Complaint

  Date:08/04/2025

  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 have been charged multiple times from this entity over the past two weeks and I have no idea why or what for.

  Business Response

  Date: 08/12/2025

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

  Our records show one transaction in the amount of $1.00 USD having been processed from the consumer's ****** account on July 20, 2025,  one transaction in the amount of $59.95 USD having been processed from the consumer's ****** account on July 23, *************************** the amount of $120.00 USD having been processed from the consumer's ****** account on July 20, 2025.  The total of these three transactions was $180.95 USD.

  We have attempted to get in touch with the consumer to explain about these transactions, but the consumer has not returned any of our voicemails nor our email.

  If the consumer would like us to address his complaint, he is welcome to reply to our email or call us back as requested.
  

• 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.