Complaints

This profile includes complaints for Cantaloupe, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cantaloupe, Inc.

  101 Lindenwood Dr Ste 405 Malvern, PA 19355-1716

• 

  Cantaloupe, Inc.

  100 Deerfield Ln Ste 140 Suite 140 Malvern, PA 19355-2100

• 

  Cantaloupe, Inc.

  24 Spring Mill Dr Malvern, PA 19355-1200

• 

  Cantaloupe, Inc.

  100 Deerfield Ln Ste 300 Malvern, PA 19355-2183

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:09/22/2023

  Type:Billing 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 have been a customer of cantaloupe for over 10 years. I recently ordered an advanced replacement unit for a credit card reader that was under warranty but was not working properly. When I received the new unit (***********), I returned the old unit. However, they say they never received the the old unit, although they did not let me know that until I tried to deactivate it. When I went to deactivate the credit card reader (it is a seasonal account and only operational May- September), I was told there were multiple devices on the account and they would not deactivate the device. I have called customer service 4 additional times and reached out to find out how to remove the device from my account since it has been returned. No one has returned my phone calls. I am always starting from the beginning because they will not open a case for me, even though I have asked them to. I initially spoke with ****** in customer service. I have called several times and asked to speak with him, left a message, asked for a supervisor to call me, etc. This has not happened, and they continue to charge monthly service fees, even though I have asked for the account to be deactivated.

• Initial Complaint

  Date:07/31/2023

  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.

  Worst customer service. I have used Cantaloupe, ********, ***** readers for a few years on my unattended vending machines. Last year I was given notice that all 3g devices were going to stop working at the end of the year and that I would need to upgrade to a 5g device. Which I did. I bought the new device that they said would work. The NEVER said we needed to deactivate the old device (which they told me to throw away) and they have continued to charge me for each month, all year. The new device barely works and seems to only anger my customers since it keeps cancelling their transactions.. I have called for months. They have pushed update after update. It's now August, my sales are declining because so many of my customers use credit/debit cards. They DO NOT SEEM TO CARE at all. I have asked for refunds for the monthly charges for the device that they told me to throw away, because it would not longer work. They say that I should have requested a deactivation... (again, on a device that can longer work and I replaced with the one they sold me) They also sold me a replacement device to replace the first upgrade device.. that also doesn't work. So they have been charging me for months for 3 devices. 2 that they knew weren't working and a 3rd that seems to only anger my customers because their service keeps cancelling the sale.... DO NOT USE THIS COMPANY

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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.

  A charge of $4.77 showed up on my gold **************** card dated as of 04/06/23 from CANTALPOE 2 **** out of  Malvern PA. I do not know what this charge is and I disputed it with ****************. **************** has put it back on my bill with an enclosure saying it was a swipe with Auth Code ******. I do not know what this charge is for and what merchant made this charge. I ask that CANTALPOE 2 remove/revers this charge.

• Initial Complaint

  Date:04/14/2023

  Type:Billing 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 just noticed a charge from this company on my **** statement. Going back through statements, I noticed same charge on previous statement, but none prior to that. I do not recall ever hearing of this company, much less authorizing any recurring charges to my **** account. Additionally, as the business is not physically located near me, I find it suspicious that for some reason, I have no record of my normal "Your card may not have been present" notification from ****, always delivered when I have legitimately supplied billing information remotely...which I ONLY do with businesses that do not use ******. I suspect I am being defrauded, and have opened dispute(s) with *****************

• Initial Complaint

  Date:04/08/2023

  Type:Product 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.

  In January and again in April this year, Cantaloupe, Inc. representatives have been sending me invoices and requesting payment for device rental that returned last year July 2022. In January after I told them I would not pay the money I didn't owe it because I'd sent the devices back, Cantaloupe, Inc. generated a new invoice for early termination of the rental of the devices. There was no early rental termination fee mentioned until then. At first I could not find the emails from July and August 2022, but I kept looking and did find them and sent them to Cantaloupe, Inc - That email chain included a statement to one of the people at Cantaloupe Inc asking to verify the devices had been returned so they could close the account. On Feb 10, 2023, I forwarded that email chain to the Cantaloupe Inc representative I had last received an email. Now yet another representative from Cantaloupe is asking me when I'm going to pay the invoice for the early termination that they created as retaliation. I want them to stop contacting me and not try to collect any more money from me.

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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.

  Cantaloupe is scamming its customers with no transparency or explanation for the fees. I have so many problems with this company. I have sold my machine few years ago and cancelled the services for that machine I sold. All of a sudden, two years after the machine was sold, I see charges for that vending machine. When I complained, they keep telling me I activated the machine of which I hadn't since I obviously sold the machine. I tried calling, sending emails, and asking for this problem to be fixed, nothing has been done. Actually, after my complaint of being charged $9.95 month (totaling $99.50) for that machine that I sold few years ago, I was charged another $369.75. Again this was charged as a lump sum after my complaint. So now this company is accusing me of reactivated this machine without showing me any documents that I authorized this, they don't provide me any statements showing the explanation as to why they charged me $369.75, and their only explanation for that charge was the prorated monthly service fee going back few years. I am getting screwed by this company by their dishonest business practices, unethical sales, and their lack of transperancy. Now even though I cancelled all of my accounts with this company, I am still being charged monthly service fee. Even though I got confirmation that the devices have been deactivated, they are now telling me that the accounts will not be closed until I pay off the amount that is owed, of which I'm assuming its that $99.50 + $369.75 + every month it keeps charging me monthly service fees for accounts that I already closed/deactivated (that keeps being charged). I still have not been refunded these erroneous charges and they are holding all my settlements from my business that is minority owed business.

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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.

  Cantaloupe is a vending machine credit card capture company who have illegitimate business activities and will not work with customers to resolve. I have asked multiple times for account to be canceled and they continue for three years to charge me $6.95 per month until now I am sick and tired of it. The company now shows I owe them money when clearly their products have not been in use for over three years.**** (*** *** ****) *** vending business.

• Initial Complaint

  Date:03/21/2023

  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.

  We have a single vending machine we use to train individuals with developmental disabilities in vocational skills. This machine uses the ***** system to take card payments. We were told we needed to update our cell connection in order to receive 4g to keep being able to take cards, and we purchased that new system from them. It has never worked and we were told by support it was not compatible with the reader we have. I have sent multiple emails to the person assigned to us, to sales in general, and to the general help email. We have also left several voicemails as well. No one will get back to us to help us purchase this new reader so we can continue to take cards. They DO however, continue to charge our account the monthly fee for taking the cards. We realize we are a very small account for them as we are not a vending company and only have the single machine, but we should still be treated as valued customers and not just ignored. We need to be able to purchase the new reader and may need advice on installing it since this is not our main business. We should also have our account zeroed out and not start back with the negative balance due to charges being taken that we can't help.

• Initial Complaint

  Date:02/24/2023

  Type:Product 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.

  This is regarding a double billing of their credit card devices that were required to be replaced at the close of last year (2022). I replaced the credit card readers and the related router / seed boxes as prescribed by the company, only to realize that the new "replacement" readers and boxes were being charged (and collected ACH) along with the previous readers and seed boxes. After numerous phone calls (wait time in EXCESS of 1.5 hours each time), I was finally given an email address and individual to remedy this situation regarding this double billing. During this conversation, it was noted that I needed to return the boxes & readers for billing to correct itself and have a refund processed. After returning the devices, I sent this schedule: Reference #Billing DateAmountDescription*******10/28/2022 $ 837.90Activation charges --- this should have NOT been charged-- I was already *******11/18/2002 $ 279.30Monthly services charges*******12/23/2022 $ 279.30Monthly services charges*******1/20/2023 $ 279.30Monthly services charges*******2/3/2023 $ 19.95Service fee for replacement unitLESS: Credit Memo:******2/13/2023 $ (238.63)CM32082/13/2023 $ (238.63) $ 1,218.49Balance Still OwedAfter sending this message, this was returned:You had rental devices that needed to be returned to us for the billing to stop on them for the $15.99 MSF. You're still response for the devices while they're still in your possession. I see that we got all the devices back this month. We decided to give you a courtesy credit for your January and December monthly service fees, but were unable to date back to August for a credit because the devices were still in your possession until this month. NOTE> There was NO indication of needing to return these items, and you would THINK, that someone from the Company would email or call. This company needs to know that Consumers have RIGHTS!

• Initial Complaint

  Date:01/31/2023

  Type:Product 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 was at ****** ******************* in *****, **. I put in about $5.00 worth of money in the vending machine and nothing came out. I contacted the vending service (via email, I was told). I wasn't provided a phone number to contact them to receive my refund. I contacted them and they asked for the last 4 digits of my credit number via email and then they asked for the first six digits via email so they can send it. No company asked a customer to send their credit card information via email. I suspect that this company is scamming people. I have asked to speak to a manager several times and have not received a response in regards to the matter. Their vending machines should not be in hospitals/doctors offices full of senior citizens especially. Seems like they are taking advantage of people and fraudulently keeping people's money and asking for credit card numbers via email.