Update.
I can see reviews posted here after me posting review have had replies/comments from sumup. Ghosted again.
I have been a loyal SumUp customer for years, but the level of service I am currently receiving is appalling. It has now been 9 days since my first issue began, and I am being completely "played about" by their support and operations teams.
I am missing funds from two separate incidents:
* Invoice Link Bank Transfer Payment, (Feb 2nd) my payment from customer was held under review: I provided all requested evidence, including ID for the sender and full chat logs. Since then, I have been totally ghosted by "Demira" and the Operations team.
* Failed ATM Withdrawal (Feb 1st): Despite the transaction showing as "Failed" on their own system, the money was taken and has not been returned for over a week.
The most frustrating part? I received an official email days ago claiming the review was finished and my money was "sent." This was a lie. No money has arrived, and every follow-up email I send is being ignored. When I go on Live Chat, the agents just read from a script and tell me to "wait," ignoring the fact that their own company's emails are providing false information.
You cannot treat long-term business customers like this. I have fulfilled every requirement, yet I am being ignored by the "Ops" team while they hold my business funds. I have now no option to file a formal complaint and will be taking this straight to the Financial Ombudsman Service (FOS).
Case Reference: #426772860
ATM Ref: C9YEB77J4R
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SumUp is a leading global financial technology company driven by the purpose of levelling the playing field for small businesses. Founded in 2012, SumUp is the financial partner for more than 4 million small merchants in over 35 markets worldwide, helping them start, run and grow their business.
Through its Super App, SumUp provides merchants with a free business account and card, an online store, and an invoicing solution – as well as in-person and remote payments seamlessly integrated with SumUp’s card terminals and point-of-sale registers. SumUp is committed to leveraging its success to make the world a better place and has pledged to donate 1% of its revenue to support environmental, educational and entrepreneurial causes. In 2022 SumUp was recognised as a Top Global Employer for the LGBTQ+ community by the Stonewall Workplace Equality Index.See more
