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:05/22/2023

  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.

  On May 9th ****************************************************************************************************************** February 2023. We have contacted vendor multiple times regarding the hardware we received was not good for us to use and requested our old hardware to be sent back. they told us no and forced us to look for another provider. We were able to find another provider with adequate for us features and functions. When contacting goEBT on May 9th to cancel our service due to a change they made, they did not make us aware of any cancellation fees on the phone. They followed up with an email (attached) that indicates a BLANK cancellation fee and a cancellation form that also indicates a BLANK cancellation fee which is all assumed there is no cancellation fee. However, goEBT billed our accoutn for $300.00 cancellation fee on May 11th 2023. When we contacted them to find out why this fee was billed, they delayed responding multiple times. We contacted them again today and they said the cancellation fee is in the contract from 2019 and it automatically renews every year without notice for another year. While we would have kept the service if they didn't change our hardware which is what we initially agreed upon. The new hardware/service is no longer adequate so had to be forced to go elsewhere. We are looking for a refund of $300.00 cancellation fee.

  Business Response

  Date: 05/26/2023

  Hello ****,
  
  
  We are so sorry to hear that you are unhappy with your recent experience with goEBT. We are in the process of transitioning all of our customers to upgraded hardware with more security to better meet the needs of our customers.
  
  
  In effort of good faith, we have refunded the $300 cancellation fee to your account as of 5/26/2023. You should be receiving that refund in ***** business days.
  
  
  We hope this successfully resolves your concerns. goEBT supports 27K merchants nationwide and offers live customer service.
  
  
  If you need further assistance please feel free to reach out to us at ************. We would be happy to help.
  
  
  Thank you,
  goEBT Customer Service
  
  

  Customer Answer

  Date: 05/26/2023

   
  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:03/04/2023

  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.

  After closing my business in February of 2022 I contacted EBT to cancel my account with them, they told me due to contract not being fellfield I would have to pay 25 dollars a month to hold account open due to length of contract, I agreed, and they assured me after that there would be no more fees taken out of my account after that. So I contacted them in Feb of 2023, they closed my account, sent me label to return equipment within 14 days and everything was closed and again no more fees will be taken out. Well after 3 days of that conversation they withdrew 300 dollars out of my bank account, unlawfully as they promised this would not happen, so I call them and they give me a big run a round saying I should have canceled in October 2023, when I actually already canceled in January 2023.

  Business Response

  Date: 03/14/2023

  Thank you for choosing goEBT as your trusted EBT processing provider for the last two years. We are so sorry to hear that you are unhappy with your recent experience with goEBT. We have refunded the $300 cancellation fee to your account and you should receive that within 3-5 business days.
  
  
  We hope this successfully resolves your concerns. goEBT supports 27K merchants nationwide and offers live customer service.
  
  If you have any questions regarding your refund, please feel free to contact customer service at ************.
  
  
  Thank you, 
  goEBT *************

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19538786
  
  I am rejecting this response because: They did not refund me anything, I stopped payment on the 300 dollars so they wouldn't take anymore money out, so the bank stopped the payment and it cost me 35 dollars in bank fees which I believe should be refunded to me by this company.. I called them a week ago and they promised to call me within a couple days well I got a call  the next day saying they will be contacting me but they never did.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/21/2023

  Hi ******, 
  
  After further investigation, we found that the $300 fee was rejected and we never received your payment.

  However, in effort of good faith we will refund the $35 bank fee that you incurred.

  
  We hope this successfully resolves your concerns. 
  
  If you have any questions regarding your refund, please feel free to contact customer service at ************.
  
  Thank you, 
  goEBT Customer Care

• Initial Complaint

  Date:02/27/2023

  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 own a gas station and after 3 years of having GoEbt I sold my business and returned the equipment and they charged me $700 cancellation fee, but they never told me this information in the beginning and never sent me a contract where it shows I will be charged for cancellation when I signed up. I have never seen a contract and now they are saying there is a contract? I never signed any paper work, they just called me on the phone and signed me up but now they are saying we are charging you $700. This is not correct, I never agreed to this contract and I want my $700 refund please.

  Business Response

  Date: 03/09/2023

  Thank you for choosing goEBT as your trusted EBT processing provider for the last three years. On March 1, 2023, a customer service team member spoke with you regarding the cancellation fee for your account and offered to discount the early termination fee to $350. You will receive a refund for the difference. 
  
  If you have any questions regarding your refund, please feel free to contact customer service at ************. We appreciate your business. 
  

  Thank you, 
  goEBT Customer Care

• Initial Complaint

  Date:12/06/2022

  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.

  Goebt preys on newly approved fns retailers. They called me in 2020 days after our store was approved to accept food stamps,c to set up their service but I was already in the middle of setting up my account with another company. There was confusion and I thought that the phone call I received was from the same company I was making arrangements with. In the end, goebt sent me their machine. When it arrived I immediately realized it was an error and sent the equipment back along with GOEBT's cancellation form explaining the reason. Goebt continued to charge my bank account $85 a month for almost 2 years. I finally was able to get the charges stopped in October 2022 but they didn't refund any of the stolen money. I want a refund for all the charges since I promptly clarified the mistake and returned the equipment. The name of my business is Farm Stores ******* **** Corp located in *******, ** *********************************

  Business Response

  Date: 12/07/2022

  Hi ********,
  
  We are sorry to hear that there was some confusion regarding your service with goEBT. Our customer service team did attempt to contact you at **************, but they were unable to connect with you.
  
  After reviewing your account we have issued a refund for the $2040.00 in services charges to your account as of 12/7/2022. You should see that refund within 3-5 business days.
  
  We are glad we could clear up this misunderstanding. If you need any further assistance please feel free to call as at ************ and we will be happy to assist you.
  
  Thank you,
  goEBT ****************

  Customer Answer

  Date: 12/08/2022

   
  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:11/07/2022

  Type:Sales and Advertising 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 am gas station owner I use go ebt we had agreement on jun 2 2020 I canceled my service on October 31 2022 I send the equipment back to go ebt then the charge my account 300 cancellation fee even there are not on the agreement I spoke with ********************** he sent me some agreement is not the same we agree on he said they updated it the agreement with out let me know he also said he talked about agreement in 2017 updated in 2020 but I never had go ebt until 2020 I read everything about the agreement I signed with ebt there was no 300 cancellation fee but the still charg my account 300

  Business Response

  Date: 11/15/2022

  Hello *******
  
  We apologize for the misunderstanding. We did make an addendum to our merchant agreement on 6/14/2020 that requires a $300 cancellation fee as you can see in the attached original and updated agreements. However, we understand your concerns and are issuing a refund of $300 to your account as requested. The refund was processed on 11/8/2022, but if you have any additional questions or concerns please call the help desk at ************.
  
  Sincerely,
  goEBT ****************

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a grocery store owner and was seeking to end my services with goEBT back in March 2021. I had called and spoke with ***************************** and she claimed that a $500 amount would be charged to end my services before the contract ended. There was no such contract that I ever signed or goEBT ever presented. She said If I keep my services until June ************************************************************************************************************************************************************ June I had gotten in touch with goEBT again and put in my cancellation request. The representitive I spoke with gave no further instructions on how to proceed and there were no email follow *** either. Last month in September I had taken a look at my bank statements and saw that I was still being charged the monthly fee of $25 and cancellation did not process. I had called back about cancellation and practically had to beg them to cancel my service to which they did. The next day I had recieved a $300 cancellation fee even though ***************************** said I would not have to pay this. I then recieved an email stating the following:"You will receive a final confirmation when your account is closed along with instructions on how to return your equipment".I had not received any follow up to this email and was charged a $450 fee for not returning the device.Every correspondence I have had with goEBT regarding these issues resulted in the representative hanging up before helping me. I have outlined a timeline of the fees below. I recommend that anyone who is considering using goEBT to process payment please take the time to find ANY other service provider.June - $25 monthly fee July - $25 monthly fee August - $25 monthly fee September - $25 monthly fee - $300 cancellation fee October - $450 Equipment not returned fee

  Business Response

  Date: 10/21/2022

  Hi ********,
  
  
  We apologize for the inconvenience. We were experiencing technical difficulties that caused your cancellation confirmation with return instructions not to deliver. We went ahead and resent you the confirmation that contains instructions on how to return your equipment. The cancellation fee of $300 was refunded on 10/11/2022. Once we receive your equipment, we will refund the $450.
  
  
  Sincerely,
  
  
  goEBT ****************

• Initial Complaint

  Date:09/23/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My familys business used GoEBTs services since March 2017. On August 2022, we decided to cancel their services. When we inquired about cancelling GoEBTs services, we were informed that we needed to call customer service first. Upon doing so, we were informed that there would be a $300 cancellation fee because we had a one year service agreement which was not ending until March 2023. We disagreed with GoEBT in regards to the year one contract and that it has always been a month-to-month service agreement and that we would not pay the $300 fee which was charged regardless. A copy of said one year contract was requested and received. Between March 2017 and August 2022, GoEBT sent only ONE email on January 2021 regarding an addendum updating cancellation and service fees to which we NEVER signed. This addendum never mentioned a change of service terms. According to this addendum, any customer with 3 or more months left in their term would be charged $300. Upon reviewing the one year contract, the one year time term is clearly stated but that was not the issue here. The issue that I have been trying to receive clarification from GoEBT is how the one year contract was electronically signed by my father in March 2017 when we have in our possession a completely different contract from March 2017 which clearly states it was month-to-month. At this point, it appears GoEBT may have fraudulently signed this one year contract with my fathers name. Between March 2017 and August 2022, we NEVER received or were given an opportunity to review this one year contract.Another issue is, if GoEBT was in fact charging the fee based on this one year contract, why are they not charging the fee based on terms of that contract? According to the one year contract, the fee is monthly service charge times months left in the term which is $75 x 7 = $525. Why charge based on the 2021 Addendum ($300)? It does not add up. In summary, Im seeking a refund for $300.

  Business Response

  Date: 10/03/2022

  Hi ***,
  We apologize for any misunderstanding that *** have occurred, your PAX addendum contract went into effect when you received a new PAX A80 device with PIN pad and began using in your store in January 2021. This newer agreement states a $300 fee is due upon cancellation if more than 3 months are remaining, which is why you were charged $300.
  
  As a good faith effort and for you being a long-time customer, we will refund the $300 once we receive your equipment.
  
  Thanks,
  goEBT **************** Team

  Customer Answer

  Date: 10/03/2022

   
  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.
  

  However, the equipment was returned several weeks ago so I would like the refund processed as soon as possible. 
  

  Thank you. 
  
  Sincerely,
  
  *************

  Customer Answer

  Date: 10/14/2022

  This is a follow-up of first complaint #********. GoEBT responded on 10/3/2022 to my first complaint that they would refund the $300 (attached) upon returning their equipment. Equipment was returned SEVERAL weeks before. I attempted to follow up with GoEBT via phone and was told that they did not see anything regarding a refund and that I would get a phone call back from *********. TWO requests were made for a callback but GoEBT has not called. I still have not received the $300 refund.

  Business Response

  Date: 10/18/2022

  Hi ***,

  We apologize for the delay in issuing your refund. Our accounting team has issued the refund to your account today, October 18, 2022. If you do not receive it in 3-5 business days or if you have any additional questions or concerns, feel free to call us at ************.

   Sincerely, goEBT Customer Service

  Customer Answer

  Date: 10/19/2022

   
  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:09/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a customer of ********************** in September of 2015.In March of 2022 I chose to go with another provider and they handled all of the *** transactions, but I was still paying a fee to GoEBT. It's my fault for not realizing I no longer needed GoEBT's services and continued paying their monthly fee until I caught the error in July of 2022.I called to cancel and they make you go through a very intensive process to even cancel your service. GoEBT continued to collect their fee in July and August, billing me multiple times on a closed account resulting in over $700 of fraudulent transactions. Initially I just wanted a refund, but they refused, I then attempted to file a lawsuit, but the state they conduct business has certain criteria that must be met in small claims, and the case would just be more of a burden to me than it was worth. So I settled for their ridiculous offer of $105.Now over a month later I still have not received a refund and on September 12, they billed my account an additional $500 for equipment.I have contacted the **** TPP validators and filed a formal complaint with them, hopefully the **** will step in and keep other retailers from being taken advantage of.

  Business Response

  Date: 09/20/2022

  Hello ******,
  Thank you for bringing this to our attention. We apologize for any misunderstanding that *** have occurred. Your account was cancelled 8/16/2022 and we mailed the first refund check of $105 to ***********************************************************************. We were notified that the first check was not received, so we have mailed a 2nd copy to *********************************************************************** that is expected to arrive 9/22/2022.
  
  
  The $500 charge is for non-returned equipment, once we receive the equipment the $500 will be refunded to your account. If you do not receive this check, or if you have any questions regarding how to return your equipment, please call the help desk at ************ and ask for ***************
  
  
  Thank You,
  goEBT ****************

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18030883
  
  I am rejecting this response because:

  There has been no attempt to refund my account for the past month. I have called their customer service no less than 10 times, each time leaving more frustrated than the time before. 

  I think a fair resolution would be, once I receive a refund IN FULL ($700) like I initially required. I will mail the processing equipment back to their headquarters

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

  Business Response

  Date: 09/23/2022

  Hi ******,

  We have pulled your billing from your account from July forward. In review with accounting, these payments were not collected due to insufficient funds which you can see details in the attached. Even though our records show that these charges were not collected, we have issued a $105 refund that is expected to deliver Thursday September 22nd, 2022.

  Thank You,

  goEBT Customer Service

  Customer Answer

  Date: 09/24/2022

   

   

   

   
  Complaint: 18030883
  
  I am rejecting this response because: We have discussed this at length multiple times. The account is not active, but when there is a charge to it, there is NSF fees that occur, which is why my original request of $700+ was issued. 

  September 22 came and went, still no refund.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

  Business Response

  Date: 09/30/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18030883
  
  I am rejecting this response because: 

  NONE of this was communicated to me prior to the first mediation. Absolutely none of it. 

  I was a customer for 7 straight years, paying them $12,000+ in monthly fees alone, instead of refunding me $105 of fraudulent charges, they insist I owe them ANOTHER $1200????

  This company is greedy beyond belief

   

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