Epos Now webpage revision date 6th March 2025
Addition 6th March.
Last months billing has now finished… with only a small amount of money put through the Till / Card machine.
No Payment Premium was applied, meaning, the information that the chap in Florida gave to me, was incorrect.
When i relayed to Florida chap, that his colleagues had advised me to put a small amount through the card machine
to stop any additional charges
Florida man said this was not correct… and that i would have to put way more transactions through than say a £10.
it’s interesting that EposNow are trying very hard to find new customers. While Antonio Noel Arzuaga
Dear Roly,
I hope you’re doing well. We have been made aware of your website regarding your dispute with Epos Now, and we want to take the opportunity to address your concerns directly. Our priority is to ensure that every customer receives a fair resolution that aligns with our policies and agreements.
Regarding your claim that you requested a suspension but were charged Payment Premium fees in October and December, our investigation, cited in CMP-19986, found the following:
- Evidence from your retention call on 11/1/2024 at 10:32 AM confirms that you were informed your suspension would end on December 6th, after which the account would automatically reactivate.
- The Payment Premium fees were collected on December 18th, after your account had been reactivated.
- Based on this confirmation, your claim was not upheld, and a refund has been denied.
We understand that this situation may have caused frustration, and we want to ensure clarity on the terms of your agreement. If you would like to discuss this further, we are happy to assist. You may schedule an appointment at your convenience using the link below:
Please let us know how you would like to proceed, and we will do our best to assist you.
Best regards,
Antonio Arzuaga
Epos Now contesting Charges 18 Feb 25
Hello Antonio, thank you for taking the time to assist me with this appeal. Evidence below.
I do have a notion that you may not have received additional correspondence after speaking to Jamie and Phillip.
I have NOT been using the till, as we were closed. You can see from the account activity is almost Zero.
So I’ve not been using the Epos Now Till Software with someone else’s card reading service.
Some sales may have gone through… when I tried to use the card integrated scheme / system.
The system would not allow me to cancel the transaction… or even refund of the card payment
that I tried to make… so I had to close the till. No transaction appeared. Sometime after I had to ring the Norwich Epos now team.
Only 1 pay-out was received, 8th Jan 2025 £9.90… yet I received a message from Epos now that I have not used the till! strange.
Phillip, kindly sent the below to me [ Epos correspondence for Epos Now in blue text]
Because it doesn’t matter if I do or do not, use the till software, it’s the card machine integration
10.4 ACTIVATION AND MINIMUM TRANSACTION REQUIREMENTS
You must within 45 days of this Agreement activate your POS Terminal.
This requires you to carry out a single ENPS transaction of 50 and thereafter process per rolling 28-day period either
(i) at least 75 per cent of your card processing or
(ii) process card payments to a minimum of 2,000 (the Minimum Processing Level)
for the duration of the Initial Term.
I’m sorry, but I really don’t know how this works / what does it mean! Is it 75% of 2.000 buy any chance?
SHOULD YOU FAIL TO PROCESS THE MINIMUM PROCESSING
LEVEL FOR THE DURATION OF THE INITIAL TERM, EPOS NOW MAY BY WRITTEN NOTICE
PLACE YOU ON AND CHARGE A PAYMENT PREMIUM OF 29.00 PER MONTH PER POS
TERMINAL (the Payment Premium).
26 Feb 25 i am now led to believe that the amount chargeable has changed. But was the sum of £29.00 back in April 2024.
By re-establishing the Minimum Processing Level threshold subsequently for a period of 28 days,
the Payment Premium will be suspended for so long as you then continue to meet the Minimum Processing Level.
In the event that Epos Now has exercised its rights under Clause 10.3, the provisions of this Clause 10.4
shall cease to apply from the date that Epos Now has invoiced the notional value of the Payment Terminal.
You will not be required to meet the Minimum Processing Level in the event of a planned or unplanned
cessation of the Products and Services including a Force Majeure Event.
Antonio, wondering why are we being charged 49.00 x 2 = 98.00+vat in addition to the till software
and we don’t need to have 2 card readers. I was sent the wrong card machine at the start of this current contract
they then sent a second card processor… this was never collected I didn’t even check the invoices until
our bookkeeper raised the question, why are we paying these sums out for 2 card readers?!
especially as we are barely able to use the 1.
[We have had a contract with Epos Now before this 1… but had to close this, as we were not going to open ever-again]
Re The call logs… of which there are many ill make them accessible on the tocib.uk website https://tocib.uk/epos-now-dispute/
and I relayed to your chaps that we were closed due to lack of business and the costs…
and they said, rather than them ringing me… they would put a note on my file, this didn’t happen
and I received lots of calls as to why I wasn’t using / trading with Epos Now
I called and spoke to the guy in Florida [ sorry I don’t know the date] who relayed to me that
that he could suspend the account I didn’t know this, no one told me this.
Yes it was suspended… and we should have reopened during Christmas/the Holidays.
But there simple wasn’t enough people around and I need money so had to work elsewhere.
But why charge all of that money in premium fees?! Where the text below says other, much lower amount.
Phillip was very helpful [ all the peeps at Epos Now have all been great] however, I really thought that Epos Now
would have helped me take more action to avoid these additional charges, ask the question.
Why have you got 2 card processing readers?! or offering to suspend the account again… I was clearly in trouble!!
business wise and needed help. I appreciate its not your job to hold our hand.
Circa mid December 24 When I tried to use the card terminal and put through some transactions.
It was not until I had a chance to open for a few old customers, for them to buy some pub stuff…
[ that we here are selling… and are planning to reopen once we have added more products to our for-sale website.]
…that this function had to be switched [ toggled 26 Feb 25] on in your mainframe
Closing the account was discuss very briefly… Epos Now team [ them and me] didn’t offer a solution or amount.
That too requires some discussion.
I have added a web page https://tocib.uk/epos-now-dispute/ so that you Antonio or any other member of the team can view.
I’ll post all correspondence there, as I think… you-may-not have all of the detail that I sent to Jamie and Phillip!
Jamie & Phillip said that it was ok to reply to these ‘noreply@’ below email address
noreplyservice@eposnow.com noreply@salesforce.com
with my documentation to defend/argue my corner / your decision. Sorry, but I’ve not read through the full T&C’s of the contract.
Forgive but I must have missed the 49.00£ per terminal amount, where above it says 29.00 per.
To date we have had 3 premium charges £294.00 + vat. We are a small business and just about to go bust.
Antonio
Please explain the 75% or 2000 to me. How much do we have to put through the machine so-as-not to get charged
Can you draw up a credit note for the additional card reader? I don’t need this and just required 1 not 2
Can you ask them to arrange for it to be collected?
Can you give me a figure to bail out of the contract at this point?
[ tho a shame as I now have a gal that will open some days a week to sell pub goods and some light refreshments
but again, it depends on the figure!
[ sorry but I am thick and apologies for the rubbish English
shouldn’t expect anything else as I’m Irish, and very-very stressed]
Addition 22 February 2025
Epos Now don’t tell at sign-up that one has to use their Till software… in order to use the Card Machine!
or pay an additional premium the T&C’s are supplied in an email
26 Feb 25 this email is sent to you once one agrees to sign up.
I have now been f**ked off [ apologies i don’t normally swear in or on official documents 18:01] by Antonio Noel Arzuaga a manager at EPOSNOW
this meeting has been adjusted to reflect your current time It was initially created in the following time zone
26 Feb 25
Antonio Noel Arzuaga
No further note from Antonio, no new calendar note to rearrange the fone call. Then subsequently, remove the Ticket from the Eposnow back office. via his calendar note requesting me to set up the day and time I scheduled the meeting for 15:30 Uk time, Florida is 5 hours behind/ Eastern Standard Time, 10:30am
26 Feb 25
these are most of the call logs EposNow to me and visa versa… and a number for missed either miss dialled maybe not meaning to ring me
or maybe as i remember… the fone ringing, just once and stopped before i could get to it!!
Dear Roly,
I hope you’re doing well. Roly added: 27 Feb 25 10:23 – if you had of stuck the online schedule telephone call… and not cancelled it.
You’d know how i’m doing. You cancelled the.
We have been made aware of your website regarding your dispute with Epos Now, and we want to take the opportunity to address your concerns directly.
Roly Added: 27 Feb 25 10:54 but you haven’t addressed all of the above just 1 team of the list Our priority is to ensure that every customer receives a fair resolution that aligns with our policies and agreements.
Regarding your claim that you requested a suspension but were charged Payment Premium fees in October and December, our investigation, cited in CMP-19986, found the following:
- Evidence from your retention call on 11/1/2024 at 10:32 AM confirms that you were informed your suspension would end on December 6th, after which the account would automatically reactivate.
- The Payment Premium fees were collected on December 18th, after your account had been reactivated.
- Based on this confirmation, your claim was not upheld, and a refund has been denied.
Roly: 27 Feb 25 10:20 only 1 of the many issue listed above have you concerns yourself with… and have took the easy one.
it’s on taken nearly 2 months and a load of my time to write to you regards the many other issues.
We understand that this situation may have caused frustration, and we want to ensure clarity on the terms of your agreement. If you would like to discuss this further, we are happy to assist. You may schedule an appointment at your convenience using the link below:
Schedule an Appointment
Roly Added: 27 Feb 25 10:23 The last time i scheduled an appointment with… you cancelled it
and didn’t try to reschedule using a weak excuse as listed above. You also removed the ticket from my back office
Please let us know how you would like to proceed, and we will do our best to assist you.
Roly Added: 27 Feb 25 10:31 Yeah, address the issues… not just the one that you can prove.
Why am i being charged for 2 devices? when you can see i barely have been able to use 1
as i was sent the wrong card reader at contract start
Roly: 27 Feb 25 10:11:34. I was given bad advice by the chap in Florida as mentioned above
i was also charged 30th Oct 24 – 30 November 24 when the account was meant to be placed on hold?!
As i also mentioned the till software was reactivated but not the card reader – i only found this out when i tried to use the card reader. I checked all of my configuration but failed to get this to work! i had to ring your tech team