Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/17/2025

  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:

  UnansweredMore 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.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up with Sum Up/5 Stars for my business, REMOVEDin September, 2024. I was told that even though their minimum requirement for a contract was 12 months, that I would be able to cancel at any time. I was informed of this by their sales representative, REMOVED. I returned their tablets last month via a return tag they personally sent to me from their headquarters. At that time, I told them I was cancelling the contract. After being on the phone with them all of this morning (12/11/24), they forwarded my request to upper management who informed me via email that they don't care that I can't use their program. I am tied to a REMOVEDthe same useless equipment again, or buy out my contract @ $2k! I can't use their system for my business, it simply is a wrong fit with no way to adapt the program. They aren't willing to let the matter go due to incompatibility, so I am forced to report them to you.

• Initial Complaint

  Date:08/22/2024

  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.

  There was one of the salesman went to our store and convinced us to use his service. At first, we refused to proceed with his service since we stated that we would like to limit our expenses as much as possible but he was still trying to convinced us and promised us that he will ensure the money back guarantee that if I don't reach at least 30 customers monthly, then after 12 months, we will get the money back and he's more than happy to cancel the service for us and also he stated that since the contract is 12 months, he will ensure to reach back to us after 6 months to see how things go and if we weren't happy with the service after 6 months, he will either help us with the cost for the next 6 months or help us cancel the service but we never received any calls or updates from him until now. No follow up after subscription at all. After a year, we try to reach out to him, he said that he's on vacation and told us to contact the team, now the team doesn't let me cancel the service and told us to wait for another year since the renewal has already started. We're not happy with the service at all and the service doesn't bring give us any benefits and we have to pay a monthly amount of $219 for the whole year. I tried to reach out to the salesman but he stated that he's on vacation until Tuesday, so we patiently waited, after Tuesday, still no calls or text from him. The subscription starts on 09/01/2023 and it's almost a year and now they don't let us cancel the service and get the money back and keep us in their contract for another year for nothing. This is not right for a company to convinced owners to take the service when they don't really need it and mentioned about how owners want to limit their expenses since it's really new and be irresponsible after the contract has signed, not like what they've been promised before. He also made sure to reach back to us and follow up in case we forget about the subscription renewal to prevent upcoming renewal but never did

  Business Response

  Date: 10/27/2025

  Dear REMOVED, 

  Thank you for reaching out to us! We truly want to help you with your request as quickly as possible.
  
  To ensure we're assisting the right account and providing you with accurate information, we need just a bit more detail from you. Could you please provide one of the following:
  
  Your telephone number associated with the account Your business name The email address registered with us
  
  Once we have this information, we'll be able to locate your account right away and get you the help you need.
  
  We appreciate your patience and look forward to assisting you!
  
  Warm regards,

  REMOVED

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 22175404
  
  I am rejecting this response because: the business is asking for the information of our business since we already have that on file. Please try to resolve the case issue instead of asking for more information when it's already there, please do not try to extend the case. Thank you. 
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 11/05/2025

  Phone: REMOVED
  Business Name: A Nu Quan
  

  Email: REMOVED

   

  Business Response

  Date: 11/06/2025

  Dear Mr. REMOVEDyou so much for taking the time to write back and share your business details with us.
  
  First, I want to sincerely apologize. The experience you've had falls short of the standard we hold ourselves to, and I'm truly sorry we didn't deliver the service you deserved from the start.
  
  I've personally reviewed your account, and I can confirm that we closed it on August 29, 2025, as you requested. Since some time has passed since your original message, I thought it would be helpful to walk you through what happened to make sure everything was taken care of properly.
  
  Here's what occurred:
  
  After your initial message, you spoke with our team on September 10, 2024. During that conversation, we worked together to find a better solutionreducing your monthly rate from $219 to $89 and applying credits to make sure your billing reflected the new amount right away. To make this work, we did extend your contract by 12 months, which you agreed to at that time.
  
  Then, on August 15, 2025, you reached out again before your auto-renewal and let us know that you weren't using the service as much as expected and wanted to cancel. We completely understand! We processed your cancellation to take effect at the end of your contract on August 29, 2025.
  
  The good news: Your account is now fully closed with a zero balance. You're all set!
  
  If you have any questions or if there's anything else we can help withnow or down the roadplease don't hesitate to reach out. We're here for you.
  
  Thank you again for giving us the opportunity to serve you, Mr. REMOVEDregards, 

  REMOVED

  Customer Answer

  Date: 11/06/2025

   
  Complaint: 22175404
  
  I am rejecting this response because: the reason was I reached out to the company on 2024 (before renewal date) to request for a cancellation and you guys told us that we cant cancel and have to wait for another year since it was already automatically renew. Again, by the time we talked on the phone was not renewed yet. Thats why you offered us to downgrade the plan down to $89 which I had to take since you didnt let me cancel. 
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 11/17/2025

  The agent promised that if we dont get customers from the service which doesnt at least match the payment we paid each month, we can get a full refund after the first year, however, the agent refused to provide a full refund and didnt respond to the phone call, so I asked for a cancellation but ended up telling me to proceed another year when the plan has not been renewed. I want to ask for a refund.

  Business Response

  Date: 11/18/2025

  Hi REMOVED,
  
  Thank you for reaching out, and I appreciate you taking the time to share your concerns with us. I understand you're requesting a refund, and I want to take a moment to walk through your account and interaction history to provide some clarity.
  
  Regarding Your Contract
  
  When you notified us to cancel your contract in 2024, your contract had already auto-renewed before your cancellation request was submitted. At this time, we worked together to find a solution that better fit your needswe agreed to a lower term, and you confirmed you'd cancel before the next auto-renewal to avoid this situation in the future. We were happy to make that accommodation for you.
  
  About the Value of REMOVEDTools
  
  I completely understand wanting to see a strong return on your investmentthat's exactly what our promotional tools are designed to deliver! However, looking at your account activity, I noticed that promotions weren't sent to your customers during your service period. This is really where the magic happens and where businesses typically see their ROI.
  
  I also see that on June 3rd, 2025, REMOVEDspent time with you providing detailed, step-by-step guidance on how to set up promotions, including:
  Filling out offer descriptions
  Setting start and end dates
  Selecting your target audience
  Recommendations on how often to send promotions each month to maximize your results
  
  These tools have been available and ready to use throughout your service period, and our team has been here to support you every step of the way.
  
  Moving Forward
  
  While I truly wish we could accommodate your refund request, the challenge is that the tools and support were provided and available, but weren't utilized to their full potential. This puts the return on investment in a territory that's beyond what we can control or take responsibility for. Since the core service requirementslike actively using the platform to send promotionsweren't met, we're unable to process a refund.
  
  I can confirm that your account is now closed and is clear of any balance.  
  
  
  
  Warm regards,

  REMOVED

  SumUp Customer Experience Team

  Customer Answer

  Date: 11/18/2025

   
  Complaint: 22175404
  
  I am rejecting this response because: The agent never lead me through the process and how the system works, also did not mention about the requirements in order to get a full refund if expectations are not met, that is the reason why we don't know about this, because if we do, it wouldn't hurt us to just send out promotions to the customers. The agent wasn't clearly lead us through the process and discussed clearly about the promotions have to sent out in order to keep track for a refund. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 12/01/2025

  We are writing to provide you with our final response regarding your request for a refund under the Money Back Guarantee program.
  
  After thorough review, we must confirm that your account does not qualify for the Money Back Guarantee refund as the required eligibility terms were not met during the Money Back Term period. 
  
  As previously communicated to you:
  
  Our Retention team discussed this matter with you on August 15, 2025, explaining in detail why your account did not meet the program requirements.
  
  Our Escalations team has also reviewed your case and confirmed this determination.
  
  As a gesture of goodwill during your conversation on August 15, 2025, we agreed to a reduced rate of $89.00, which has been applied to your account effective that date.
  
  The Money Back Guarantee requires merchants to meet ALL of the following eligibility requirements during the 12-month Money Back Term:
  
  Sign up thirty (30) customers per month during the Money Back Term
  Maintain a point structure of $1.00 = 1 point
  Record at least one AutoPilot send per month during the Money Back Term
  Send at least six (6) Promotions during the Money Back Term
  Be up to date on all amounts owed to Fivestars
  Claim the refund within thirty (30) days of the end of the Money Back Term
  
  Based on our records, your account did not satisfy these requirements.
  
  We understand you may be disappointed with this outcome, and we sincerely apologize that our services did not meet your expectations. However, given that:
  
  The Money Back Guarantee eligibility requirements were not met,
  This has been thoroughly explained by both our Retention and Escalations teams, and
  Alternative terms (the reduced rate of $89.00) have already been agreed upon and implemented,
  
  We are now considering this matter closed. As requested, we have set your contract to cancel at the end of the current term.
  
  We appreciate the opportunity to have served your business and wish you success in your future endeavors.
  
  Sincerely,
  REMOVEDMayfield 

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a small business. SumUp is the business we use to take card transactions. They closed our account after 3 years of doing business with them. They have $600 of our earned money and will not release our money. Now they locked us out of our account and every time we call they hang up on us. We just want our money from our business we earned . Then we are done with them. They are doing weird stuff. I dont trust them anymore

  Business Response

  Date: 09/19/2025

  Dear Ms. REMOVEDyou for reaching out to SumUp about your experience.  I was able to note that in July 2024 we discussed our products and services on a few occasions.  I do not note though that we proceeded with this beyond our conversations.  I was not able to find an account or contract for your business with the information provided, therefore we would not have a way of processing transactions or holding these sums.  If you have an account number or other details that may help us to find the account you are referencing, please share these with us so that we can continue to research this and remedy any situation we may have caused.  We're here to help.  

   

  Regards,

  REMOVED

• Initial Complaint

  Date:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SumUp REMOVEDdoes not allow you to change your business type (LLC) or payment deposit account on your profile. You must email them a bank statement. I emailed a bank statement to the company and they told me my business is registered in their system as Sole Proprietor (but I'm an LLC) so they could not accept the bank account change. I told them I am not a Sole Proprietor and AM an LLC just like it showed on the previous bank statement but they will not respond to any of my emails or attempts to reach out. I have called numerous times but they do not answer phone calls. My current bank account on the REMOVEDprofile has been closed down so the money cannot be sent to me and they refuse to change it. I do not know how to get them to fix this issue or reply to me.

  Business Response

  Date: 09/19/2025

  Dear Ms. REMOVEDyou for reaching out to SumUp about your experience.  I'm sorry to hear that you had an experience less than ideal.  I was not able to find an account associated with your name, address or email address.  In order to determine what caused your issue it is important that we locate your customer account.  Please respond with either an account number or business name that was registered with us so that we may better assist with this issue. 

  Regards,

  REMOVED