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:04/08/2026

  Type:Customer Service 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.

  SUMUP CARD SERVICES IS A SCAM. THEY WONT RELEASE MY MONEY AND I NEED IT. I AM NOT WORKING FOR FREE AND HAVE BILLS I NEED TO PAY WITH THAT MONEY. I HAVE SEEN SO MANY SCAM COMMENTS ABOUT THIS COMPANY THAT I AM JUST SEEING NOW I HAVE BEEN SEEING SAME MESSAGE ON ACCOUNT FOR THE LAST 3 DAYS AND COUNTING.

  

  Business Response

  Date: 04/09/2026

  Dear Ms. REMOVEDyou for reaching out regarding your experience with SumUp.  I reviewed your account and can confirm that our onboarding team has completed onboarding for your business which will clear up any of the issues you experienced over the past few days.  I can confirm that a total of $68.00 will be paid out to your bank for your receipt.  This typically takes between 1-2 days. 

  While this is not indicative of the experience we strive to provide, I want to personally thank you for reaching out to make us aware of your situation.  Thank you for the opportunity to make this right!

   

  Regards, 

  REMOVED

• Initial Complaint

  Date:03/26/2026

  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.

  To Whom It May Concern,I formally dispute charges and contract enforcement by FiveStars/SumUp due to unauthorized auto-renewal, misrepresentation, and improper billing.Account History 2023: REMOVEDcontract at $189/month + tax 2024: Reduced to $89/month ($94.87 with REMOVED(2025)I contacted your company to cancel. Instead of processing the request, your representatives repeatedly offered discounts ($50, then $10/month) without clearly disclosing that my contract had auto-renewed. This created a reasonable understanding that my account was no longer under contract.Billing Dispute In November 2025, I accepted $10/month for JanMar 2026. This was not applied; I was charged $94.87/month instead. Only after disputing these charges was I informed of a contract renewal through June 2026.Unacceptable Resolution from REMOVEDthe manager i talked to I was offered:1. Refund "the overcharge" with continued contract charges of $94.87/month until contract end in June 2026, or 2. No refund with reduced rate of $1/month until June 2026.Both rely on enforcing a renewal that was never clearly disclosed or agreed to.Basis for Dispute Lack of clear disclosure and consent for auto-renewal Misleading retention practices interfering with cancellation Failure to honor agreed pricing Billing inconsistent with agent representations Requested Resolution Full refund (JanMar 2026) $252.63 ($94.87x3-$10.66x3)Immediate contract termination without penalty Written confirmation of no further charges I was open for cancelation or continue with $10/month but not working. Absent resolution, I will proceed with a chargeback and file complaints with the BBB and consumer protection agencies.Thank you

  

  Business Response

  Date: 04/15/2026

  Dear Ms. REMOVEDyou so much for taking the time to reach out and for giving us the opportunity to address your concerns that truly means the world to us! At SumUp, our merchants are at the heart of everything we do, and we want to make sure every experience with us feels fair, transparent, and supported. 

  
  After a thorough review of your account, here is what we were able to confirm:

  Account Cancellation
  Your account is currently set to cancel on June 1, 2026, which aligns with the natural expiration of your contract.

  Our team member REMOVEDworked closely with you and offered a special promotional rate of $10.00 per month (plus applicable taxes and fees) for a period of two months November and December. We are happy to confirm that this agreement was honored in full:
  November invoice $10.66, billed on 11/16
  December invoice $10.66, billed on 12/16
  

  This two-month arrangement was discussed, agreed upon, and fulfilled exactly as promised. As this was a limited-time courtesy rate and not an ongoing commitment, no further rate adjustments are applicable beyond the agreed term.
  

  January Rate Resumption
  Beginning in January, your account returned to the standard monthly rate of $89.99.
  

  Good Faith REMOVEDWhile not required or obligated to do so, we are also pleased to share that our teams went above and beyond by processing courtesy credit adjustments to your account during the following periods as a gesture of good faith and partnership:
  

  May & June 2024
  September & October 2025
  

  We genuinely hope these efforts reflect our commitment to being a true partner to your business throughout our time together.
  
  We are truly sorry to hear that we will be parting ways, and while we completely understand if our services no longer fit within your current budget, please know that it has been an absolute pleasure supporting you and your business over the years. We wish you nothing but continued growth, success, and many wonderful years ahead. You will always have a friend at SumUp, and should your needs ever change, we would love to welcome you back!

  Warm regards,
  The SumUp CX Team
  
  

  Customer Answer

  Date: 04/16/2026

  
  Complaint: REMOVED
  
  I am rejecting this response because:
  Dear SumUp Team,
  Thank you for your response. I appreciate the offers your team has extended, and I recognize that your platform can be valuable. However, when agreed terms are not delivered as promised, it is important that those issues are properly addressed and resolved.
  I previously emailed to cancel and also submitted a complaint through your platform but received no response outside of BBB follow-up. Your reply still does not address several critical issues.
  1. Auto-Renewal Consent
  You stated my account is set to cancel on June 1, 2026, but have not provided evidence that I was clearly informed of or agreed to an auto-renewal. An agent mentioned it was in the original contract, which is not sufficient without clear disclosure and acknowledgment. Please provide documentation showing explicit renewal terms and my consent.
  2. Cancellation Attempt & Continued Billing
  I contacted your team to cancel, but instead was redirected to discount offers. This interfered with my ability to cancel and created a reasonable understanding that I was no longer under contract.
  Additionally, I was charged $94.87 on April 15 after initiating cancellation. Please explain why billing continued.
  3. Misrepresentation of Pricing (JanMar 2026)
  When I attempted to cancel again, I was offered and accepted $10/month for JanuaryMarch 2026. Despite this, I was charged $94.87/month during that same period.
  Please clarify:
          Why the agreed $10 rate was not applied
          Why full charges were billed instead
          Why no clear notice or correction was provided
  Your response only references a NovemberDecember promotion and does not address this.
  4. Billing Discrepancy
  Charging $94.87/month after agreeing to a lower rate is inconsistent with what was communicated. Please provide documentation supporting these charges and any record showing the JanuaryMarch pricing was not applicable.
  Requested Resolution:
          Refund for JanuaryMarch 2026 (adjusted to agreed $10/month)
          Refund of April 15, 2026 charge
          Immediate contract termination without penalty
          Written confirmation of no further charges
  If unresolved, I will proceed with a chargeback and file complaints with my credit card company and appropriate consumer protection agencies.
  I look forward to your prompt response.
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/17/2026

  Thank you for your continued engagement and for giving us the opportunity to respond further. We genuinely appreciate your patience throughout this process, and we want to assure you that every concern you have raised has been thoroughly reviewed and taken seriously. 
  That said, after a full and careful review of your account history, we remain confident in our previous response and would like to respectfully clarify a few key points:

  
  Our Commitment to Working With You
  Throughout our relationship, we have made every effort to accommodate your concerns regarding monthly billing. Each time we were made aware that your charges may have been outside of your budget, our team worked with you proactively to find a solution including reducing your rate on multiple occasions until our lowest standard rate of $89.99 per month was reached. We are proud of that commitment and stand behind it fully.

  
  The $10.00 Promotional Rate A Kind Gesture, Not a New Standard
  We want to be absolutely clear: the $10.00 per month rate offered in November and December was a limited-time, good faith promotional offer extended to you for exactly two months not a new or ongoing monthly rate. Our records consistently reflect this, and the agreement was honored in full as discussed.
  If you have any written or recorded communication from our representative indicating otherwise, we warmly invite you to share it with us and we will gladly review it. However, based on all documentation currently available to us, this was a short-term courtesy gesture and nothing more.

  
  Additional Credits
  As we are unable to issue credits that are not contractually or otherwise owed, we must respectfully confirm that no further billing adjustments will be made to your account at this time.
  

  Your Contract & Cancellation
  For your reference, we have appended your signed contract to this message, which outlines your agreed-upon terms, including the auto-renewal provisions. Your account remains on track to cancel in June 2026, at which point your contract will conclude and no further billing will occur beyond that date.
  
  With all of the above considered, we are pleased to confirm that we will consider this matter closed upon your upcoming contract cancellation in June 2026.
  

  We sincerely wish this journey could have ended differently, and we mean it when we say it has been a genuine pleasure serving your business.  We hope the road ahead brings you continued success, and should circumstances ever change, SumUp will always be here to welcome you back with open arms.
  

  With warmth and respect,
  The SumUp CX Team
  
  

  Customer Answer

  Date: 04/22/2026

  
  Complaint: REMOVED
   
  I do not agree with your conclusion and am formally disputing your position. My concern is not simply about contract terms, but about how pricing, renewal, and resolution commitments were communicated and handled. I have also noticed similar complaints regarding this issue, which raises further concern.
  Please address the following points directly:
  *Misrepresentation of promotional rate
  At the end of 2025, after the initial two months at $10/month, I was offered an additional three months (JanuaryMarch) at the same $10 rate. Your agent instructed me to call back after this period, which reasonably implied that the discounted rate could continue or be extendednot that it was strictly limited with an automatic reversion to full price.
  *Failure to honor promised pricing (JanuaryMarch)
  I was explicitly told that the $10/month rate would apply for January through March. This was not applied as promised, and I only became aware of this when I called again in March to follow up.
  ? Please explain why the agreed $10/month rate for these three months was not honored.
  *Lack of clear disclosure of price reversion
  At no point was it clearly communicated that the rate would revert immediately to the full price after a limited promotional period. The expectation set by your agent was continuation or review upon follow-up, not automatic reversion.
  *Auto-renewal not properly disclosed
  I do not recall receiving any clear or timely notice regarding the contract auto-renewal prior to being charged again at the higher rate. This was only brought up during my most recent calls. This raises concern as to whether proper disclosure requirements were met.
  *Failure to provide requested records
  You suggested that I provide written evidence; however, your company is responsible for maintaining accurate records of customer interactions. I requested call recordings and was told they had been sent, but I have not received them.
  ? Please provide all call recordings and related documentation for these interactions.
  *Failure to honor supervisors proposed resolution
  During my conversation with your supervisor, I was given two clear resolution options:
  A refund for three months with the remaining contract billed at the full rate, or
  No refund, with the remaining contract billed at $1 per month through June
  Neither of these options has been honored. I relied on these representations in good faith, and the failure to follow through reflects a lack of consistency and accountability in your resolution process.
  ? Please clarify why these options were not fulfilled and take immediate steps to honor one of them.
  

  Given these issuesmisrepresentation of pricing, failure to honor agreed terms, lack of proper disclosure, failure to provide requested records, and failure to honor a proposed resolutionI request a full reconsideration of the charges applied after the promotional period.
  Please note that this matter has already been submitted to the Better Business Bureau. If it cannot be resolved promptly, I am prepared to pursue further action, including disputes with my payment provider.
  I remain open to resolving this amicably and expect a substantive response addressing each point above.
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/05/2026

  Type:Service or Repair 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 lost my log in and cant access my dashboard. Can someone please call me

  

  Business Response

  Date: 02/06/2026

  Dear Mr. REMOVEDyou so much for reaching out to us we're here to help!
  
  Great news! We've located your account, and I've arranged for one of our representatives to give you a call soon to assist you with your dashboard login. They'll walk you through everything and get you all set up.
  
  If you need any additional assistance or have questions in the meantime, please don't hesitate to contact us at REMOVED.

  We're available:
  
  Monday-Friday: 7am-7pm MST
  Saturday-Sunday: 7am-7pm MST
  
  We're always happy to help!
  
  Warm regards,

  REMOVED

  Customer Answer

  Date: 02/06/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:11/17/2025

  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.

  Read every line of the fine print - deceptive terms! I signed up for SumUp (FiveStar) Loyalty program for my store in August 2024. I paid for a full year of the service as well as two touchpads that were needed for the program. There was a contract I signed as part of this stating, from what I understood, I was signing up for a year of the service. There were no issues initially and we used the Loyalty Rewards with no major problems. After about a year, I was in need of a new POS system. Not being able to reach anyone at SumUp regarding their POS options, I found a REMOVEDthat also provided a loyalty program. The cost of this other POS-loyalty combination was about half of what SumUp was charging me for JUST the Loyalty Program. I started paying month-to-month with SumUp in August. I paid in August, September, October and then thought I canceled my payment method just to have a charge appear for $349 in November 2025. I called to confirm cancellation only to be told the contract had automatically renewed in August for a full year. This was never fully explained during the initial sales call in August 2024. While on the phone to cancel, I asked the gentleman if there was any option other than to just keep paying on the contract. He stated the only other thing he could offer was for me to pay 50% of what I still owed on the contract. I feel completely deceived as it was never fully explained to me that the contract would automatically renew for a full year and also feel very taken advantage of as a small business owner. I am now being told I owe $1396 to end a contract that wasn't fully explained to me when I initially signed up with the company. Even explaining that I haven't used the software for a month now and they could completely close my account, he said there was no way he could just cancel it. This feels like very deceptive marketing and sales. Small businesses beware as this company is likely to be intentionally deceptive with their contract terms.

  

  Business Response

  Date: 11/19/2025

  Dear Ms. REMOVEDyou for reaching outI understand this situation is frustrating, and I appreciate the opportunity to help clarify where things stand.
  
  At SumUp, we're committed to transparency with all our customers, which is why our auto-renewal terms and cancellation process are clearly outlined in Section 3 of the Terms of Service included in your Merchant Subscription contract. This ensures everyone knows exactly what to expect and how to manage their services.
  
  Your Current Contract Status
  
  Since your contract has already auto-renewed, your account is now set to cancel at the end of this current term, prior to your next renewal. Our Retention team has already taken care of this for you during your recent conversation with them, so you're all set on that frontno further action needed from you there.
  
  Options Available to You
  
  While we're not able to break the contract terms we've both agreed to, we absolutely want to work with you and find a solution that feels fair. Here are the options we can offer:
  
  Continue as scheduled REMOVEDis already set to cancel at the end of your current term
  Contract buyout End your service early for a one-time payment of $1,396
  Discounted rate Receive a $150 discount for the next two months
  
  Next Steps
  
  If you'd like to proceed with either the buyout or the discount option, just let us know and we'll be happy to process that for you right away. We're here to make this as smooth as possible.
  
  Please feel free to reach out if you have any questions or need clarification on any of these options.
  
  Best regards,

  REMOVED

  SumUp Customer Experience Team

  Customer Answer

  Date: 11/22/2025

   
  Complaint: 24158378
  
  I am rejecting this response because: I ask that you provide the video recording of the initial sales meeting with REMOVEDof SumUp, REMOVEDthat took place on Wednesday August 14th, 2024. As I recall, never was anything presented in the manner that I was signing a contract or that there was any type of auto renewal involved. I recall it was presented as a sales invoice that I was signing agreeing to a one-year purchase to receive a discount on the product. I don't recall ever having it explained to me that this was a subscription contract or that there were specific guidelines involved for cancellation. The lack of explanation is evidence of predatory sales tactics and deceptive marketing of a product or subscription. If you can provide evidence in the contrary through a recording of the sales meeting, I may consider one of the options in your response. If evidence shows predatory and deceptive sales and marketing tactics or a violation of Consumer Protection Laws, I will be sure my attorney reaches out to the numerous other people who have similar claims against SumUp with the intent to move forward with a class action lawsuit against the company. I look forward to reviewing the recording of the sales meeting that took place on August 14th, 2024 with REMOVEDonce you provide it. If the recording is not provided and if SumUp, REMOVEDrefuses to cease communication with myself and REMOVEDdba REMOVED& More, I will consider reaching out to the REMOVEDto investigate whether Consumer Protection Laws were violated. Thank you for your time. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 12/04/2025

  Hello,
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We confirm that SumUp has already responded to the customer directly by email, providing clarification on the contract terms, billing, and cancellation policy. We reviewed the account details internally and shared the relevant information with the customer.
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">We remain available to support any further clarification needed through the BBB or directly with the customer.
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Sincerely,
  REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">SumUp REMOVED

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SumUp Solo purchased from REMOVEDon 8/13/2025 for Total $106.67.This is a copy of the last e-mail I have sent on 8/27 and still have not response: I have tried to reach anyone for 2 weeks (now 3+ weeks) in order to set up an account. I am unable to log in due to Sum up's end not finalizing my account yet. My only request is to have this set up so I may use the product I have already paid for. I am losing money while I wait. After time spent not getting through by phone my first email request for assistance was on 8/18/25 (case number REMOVED). There was an automated email response with this case number, but no follow up to help after. I have been on hold for long periods. I have been disconnected from your phone system consistently. I spoke with someone from another department who told me no one could take my call because they were on break. She said she put in a note in their system to contact me. She forwarded me to the proper department to wait on the phone for their return from break. I waited 39 minutes. Then, a recording said the person was away from their desk and again disconnected my call. I did not receive a phone call or email response back. During a phone inquiry for rating your system asked for additional information wherein I also requested a call back and provided my phone number. I am requesting manager assistance on this matter. The following are the latest calls and outcomes from your company:8/18/2025 Ph number REMOVEDTime 12:44 pacific / 15 mins on hold. No answer.8/20/2025 Ph number REMOVED/ Time 10:52 am pacific / 10 mins on hold. Your system disconnected me. Time 11:03 / REMOVED8/20/2025 Ph number REMOVED/ Time 11:16 am pacific /39 min call. No follow through despite affirmation I would receive it.Thank you for your time.Sincerely,REMOVEDCONTACT ME BY MY CELL NUMBER: (provided in actual email)

  

  Business Response

  Date: 09/11/2025

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

  REMOVED

  Customer Answer

  Date: 09/11/2025

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

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/21/2025

  Good morning REMOVED,

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

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

  Regards,

  REMOVED

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23725713
  
  I am rejecting this response because:

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

  

  Business Response

  Date: 09/05/2025

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

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

  Best regards,

  Customer Answer

  Date: 09/05/2025

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

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/22/2025

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

  Sincerely, 

  REMOVED

  Customer Answer

  Date: 07/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. They have issued a refund for all funds for services not rendered and have cancelled the contract with no penalty. Thank you for your help in finding a solution to this matter.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/15/2025

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

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

  We sincerely apologize for any inconvenience,

  REMOVED

   

   

   

  
  

• Initial Complaint

  Date:04/24/2025

  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.

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

  

  Business Response

  Date: 04/01/2026

  Thank you so much for your patience, and we sincerely apologize for the delay in our response. We understand your time is valuable, and we regret any inconvenience this may have caused.
  
  We have thoroughly reviewed the account in question and are pleased to confirm the following:
  
  The account has been officially closed.
  A return label has been issued and sent to facilitate the return of any associated equipment.
  
  We want to assure you that we take every concern seriously and are committed to providing the best possible experience for our merchants. We hope this resolution addresses the matter to your satisfaction.
  
  Should you have any additional questions or require further assistance, please do not hesitate to reach out. We are happy to help.
  
  Thank you again for bringing this to our attention, and we appreciate your understanding.
  
  Warm regards,
  SumUp Customer Experience Team
  

• Initial Complaint

  Date:02/21/2025

  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 began working with Fivestars in December of 2022. By July of 2024 their loyalty program was not bringing me much business and I asked to cancel, they refused and said I was on a contract. I was under the impression that my contract renewed in December, so in November of 2024 I asked again to cancel. I was ignored. I began the process again in January after getting through the Holidays. I was told I would be canceled immediately and no longer billed and would be refunded for January. I was not refunded for January and was billed again in February. I was told I would be refunded for February and January and have still not received refunds for either. I have tried calling the person I worked with, and the number didn't work. I have emailed him multiple times and have been ignored.

  

  Business Response

  Date: 04/20/2026

  Dear REMOVED,

  First and foremost, thank you so much for reaching out to us and for your patience while we worked to connect with you we truly appreciate it! I was recently provided your message to us.  Please accept our sincerest apologies for the delay in our response. That is absolutely not the experience we want for any of our merchants, and we are so glad we have the opportunity to address your concerns now.
  
  Account Review After taking a close and careful look at your account, we are happy to provide the following confirmation:
  
  Your account was successfully cancelled on February 21, 2025.  Everything was processed in accordance with your agreement, and we want to make sure you have full peace of mind knowing that your account has been closed as expected. 
  
  Our Apology We sincerely apologize for any confusion or inconvenience this situation may have caused along the way. You deserve clear, timely, and transparent communication and we are committed to doing better.
  
  It has truly been a pleasure having you as part of the SumUp family, and while we are sad to see you go, we completely understand and respect your decision. 

   

  Warmest Regards,

  REMOVED