Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
12/31/2024
Complaint Type:
Product Issues
Status:
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.
I was purchasing access to an adult content website. The site offered an two day trail period for 1$. And when I purchased that via epoch.com I found out my access was extremely limited - only 4 videos out of hundreds, which was not disclosed to me prior to the purchase.After the content website didn't not respond to my message via their chatbox despite in business hours as listed, I then contacted epoch.com as the payment provider to dispute that charge. However, they refused to issue a refund or even process my claim, but just dismissed my claim saying it's not in their policy.The incident happened on December 30th of 2024. And I'd like a full refund of my purchases.
Business response
01/02/2025
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.

Our records show that the consumer purchased 2 different trial memberships on December 30, 2024 and was charged $1 for each of those trial memberships which were then canceled within the trial period. We are not sure that we understand consumers complaint as the entire point of a trial is to give someone a taste of what they are likely to be able to access should they convert their trial membership into a full monthly membership which is also the reason why the price for a trial membership is only $1 (as opposed to $30-$40 which would be a price for a full monthly membership). However, as a one-time courtesy to the consumer we have issued a full refund for both trial memberships.
Customer response
01/02/2025

Complaint: 22745732

I am rejecting this response because:
While I do appreciate Epoch payment's assistance in processing my refund, I want to reiterate that there has been zero notification nor disclosure to me prior to making the purchase about the range of content I'm able to access for the trail membership. I've purchased membership from other adults content websites and all of their membership, no matter the length, would give me full access to their content.

Therefore, I'm finding difficulties in comprehension to the Epoch.com's response, as they assumes that I should know about the range of content that will be offered to me and is fine with that not made clear to me prior to the purchase.

Even more, the Epoch payment, would not investigate my concerns after I raised it with their customer service, and only are willing to issue me a refund after BBB compliant, which is rather disappointing.

Sincerely,

******* ***
Business response
01/03/2025
Once again we are not sure that we understand consumer's complaint in general nor his response. As previously explained, as a payment processor, we have nothing to do with the content of a website (other than the content on our own webpage which isnt the subject of this compalint). Merchant that owns the relevant website is in control of it and makes solely decisions regarding what content the merchant wants to offer. Again we are not sure what the consumer is expecting to get access to for $1 but it would be reasonable to expect that it is not likely that someone is going to sell and provide access to ton of content for $1. However, we have already issued a full refund since apparently this was not in line with this particular consumer's expectations.
Customer response
01/03/2025

Complaint: 22745732

I am rejecting this response because:

Sincerely,
Once again, I'd like to reiterate that the limit amount of content (4 out of hundreds of videos) for trail membership was not disclosed to me prior to making the purchase. The specific content provider offer thirty day membership for $29.99 and three days trail membership for $1 and I find it difficult for Epoch payment services assumption that I should know the content lock when it's not disclosed to me when other subscription based service do in fact offer trail membership at a discounted price and provide full benefits such as **** eats, ******* and Spotify.

I do agree with Epoch's point that the above concerns are the fault of the content website, not theirs. However,the reason I filled this compliant with BBB against Epoch is that when I raised those concerns with them they not only refused to issue me a refund but even refused to look into this issue.

Given trail

******* ***
Business response
01/06/2025
We have done everything we can to address this complaint and have nothing further to add to it.
Initial Complaint
11/26/2024
Complaint Type:
Product Issues
Status:
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.
Epoch, LLC charging $25 monthly to my ****** account . There is nobody to contact . This should be illegal
Business response
11/27/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card, prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.

We 100% agree with the consumer that being unable to get in touch with whoever may be charging you for anything should be illegal. However, for us customer service is our top priority,and we make it as easy as possible to get in touch with us and we thank the consumer for giving us the opportunity to shed a light on this.

First, we do not even require consumers to get in touch with us to be able to cancel any purchases made through us. We make ****************** tool available right on our homepage which allows and empowers consumers to locate their accounts on their own and cancel anything they choose to cancel completely on their own through our website with one click of a button without needing any further assistance from us.

Second, in addition to making ****************** tool available on our homepage, contact information for our customer service which is available 24/7 (even on weekends and holidays) is listed right on our website (*************************************************************)so in a case any consumer still wishes to get in touch with us, he/she is able to do so.

Third, our customer service is not only available via phone,live chat and e-mail but consumers can also request that our customer service calls them so that for those that do not reside in ** and are unable to take advantage of our toll free number, our customer service is more than willing to call the consumer to ensure that the consumer does not incur any long distance charges for the call nor have to be waiting in line to speak to a customer service agent.

Finally, if all else fails consumers can also always contact their card issuer and the card issuer can and will upon request gladly block any further attempts to charge the card. In this particular case, consumer used ****** and ****** allows its users to log into their accounts and cancel any further charges through their platform as well which is what happened in this case as our records show that ****** contacted us on October 29th and the consumers membership was canceled on that same day as well as a refund issued for the last months charges. Consumers ****** account had also been blocked in our system so as to prevent any further attempts to charge it.

We take great pride in taking care of and treating consumers well and again we thank the consumer for giving us the opportunity to highlight all the ways in which we make customer service our top priority.
Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
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.
An unauthorized purchase on my Mastercard thru Epoch.com *Livesoda was made on Nov. 3, ********************* 3193 The purchase amount was $19.95 I was not involved nor did I give permission for use of my card information to anyone. This purchase was fraudulent and I'm seeking a ********* card is now cancelled and I'm awaiting a reissue but can be refunded via ****** or cashapp. Any info regarding the account set up with these last 4digits will be forwarded to the police. Thank you in advance for your help.******* M. *****
Business response
11/04/2024
Epoch is a third-party payment processor, i.e. we process credit card, debit card, prepaid card and other type of online transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.

Our records show that the merchant already issued the full refund on the same day that the purchase was made preventing it from settling and posting, as well as blocked the card. We have now blocked it in our system to prevent any future attempts to charge it at any website for which we process online transactions. We have also called the consumer and explained that the transaction will continue to show as pending until her card issuer releases it.
Initial Complaint
10/25/2024
Complaint Type:
Billing Issues
Status:
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.
my MINOR child has charges from this vendor, when i try to call they keep hanging up on me with ZERO explanation on what this is! I expect them to contact me to resolve this since it involves a MINOR CHILD.
Business response
11/01/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card, prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own,control, operate nor are in any other way associated with these websites.

We were unable to locate this consumer in our records based upon information provided in the complaint. We have attempted to get in touch with the consumer multiple times over phone and e-mail but were unable to reach the consumer. Consumer should feel free to respond to our e-mail and/or give us a call at the number listed in the e-mail and we will then address the issue accordingly.
Initial Complaint
10/10/2024
Complaint Type:
Product Issues
Status:
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.
Hello, had some fraudulent charges made using my card to epooch and upon contacting them when this happend i was told it was for an adult website or something in that sort. I let them know it was not me who made the charges and that they were made fraudulently. Was then told a request for a refund was going to be sent to the website master of where they charges were made and that i would hear back in *********************************** stating no refund would be givem because they state i made the transactions and that I didn want to provide them with the card info which is completely false. Why wouldnt i want to give them the card compromised number? It doesnt make any sense. When asking for proof that i made the transactions they have plain out ignored me and given no explanation. They have been soo shady and dismissive about the whole situation and its really frustrating. $300 was taken from me and they are not doing anything to help me recover them. I have been trying to get them to help me but have been given the runaround or just plained ignored. Please help!! Crd number- 4295/1857
Business response
10/17/2024
Epoch is a third-party payment processor, i.e. we process credit card, debit card, prepaid card and other type of online transactions for thousands of websites on behalf of e-commerce merchants and do not own,control, operate nor are in any other way associated with these websites.

We have attempted to reach the consumer, but the phone number provided is invalid and the consumer did not respond to our e-mails. Since we were unable to reach the consumer, we have tried out best to locate this consumers charges in our records and have issued full refund for whatever we have identified. Consumer is welcome to reply to our e-mails and/or call the number provided in our e-mails and we will take further action if and as may be necessary.
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
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.
This third-party has been sneakily charging my card for two years WITHOUT MY AUTHORIZATION. I never signed up for any of their subscriptions, have never had an account with them and have not received their services. Furthermore, they are claiming the charges are VALID because they have my email information. This is CRIMINAL. My email address has been in numerous data breaches, my info has been compromised and this company charged me without my permission for two years. Furthermore, after I got a "renewal" email from them in April 2022, the only communication I have received about an alleged account, and asked them to stop billing me because I don't know who they are and to stop charging me, they CONTINUED TO CHARGE ME. This company is a scam and does not honor customer requests nor follow the law by charging customers without their permission. Please refund me over $100 of charges ($112 exact) from being billing fraudulently for TWO YEARS! Thank you.
Business response
08/13/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, operate nor are in any other way associated with those websites.

We could not locate this consumer in our records so we called the consumer. While speaking to the consumer, we have confirmed that the consumers complaint is NOT related to us but is rather a complaint against The Epoch Times.

As noted many times in the past to the Better Business Bureau itself and various consumers that have had issues with The Epoch Times and erroneously filed the complaint against us, we have nothing to do with The Epoch Times and are in no way associated with it and as such are unable to address any complaints related to that company. The consumer will need to get in touch with The Epoch Times so as to get the issues raised in this complaint addressed.

As a public service, we would also like to flag to all consumers that whenever a consumer has any issues with any merchant, the consumer need not waste time with that merchant but can and should rather contact its own card issuer and request that the card issuer decline any future attempts by that merchant to charge its card. This will immediately stop any further charges.
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a subscription on a **** website through paypal/epoch.com. The site was fraudulent and I asked for a refund through epoch.com. Epoch denied my refund and told me I must contact the website directly. I contacted the website and the following day or two i received 7 or 8 emails referring to me as a "cunt" and other such terms and telling me my information was posted online and that I was going to be prosecuted etc. etc..Epoch has ignored me and done nothing. What I must have is contact with *************** and Paypal because I know all of these agencies will not accept this.
Business response
07/16/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card, prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own,control, operate nor are in any other way associated with these websites.

Our records show that this consumer placed an order for a monthly membership on July 3, 2024 and canceled it the next day. Our records also show that the consumer then contacted us on the same day and requested a refund as the consumer was unhappy with the content of the website and refund had been issued.

Pursuant to the complaint, we have now also contacted the merchant about the allegations made by the consumer regarding threatening e-mails from the merchant and merchant had assured us that nothing had been posted online. We have also made it clear that such behavior and treatment of consumers is not acceptable and will not be tolerated.
Customer response
07/16/2024

Complaint: 21986348

I am rejecting this response because:
I contacted Epoch as required, to ask for refund. This was rejected and I was told I must contact the merchant directly. This is not acceptable by my standards or by ****** etc. standards. Once I did contact the merchant, he called me a "cunt" many times and told me I will be prosecuted, that my information is posted online etc. etc..
I am demanding to have access to Epoch's Merchant account and I'm looking for a contact for ***** I did contact paypal and have not heard back yet. I will call them tomorrow.
Epoch refuses to give me any information. I spoke with *******************? fake name?
The merchant who attacked me this was is ******************* and he assured me, my personal information is posted online as well as many others.
Clearly I expect Epoch to cut ties with ******************* as just as clearly **** and their merchant account would force them to do. Epoch is keeping these contacts from me because they know this. Epoch forced me to deal with Grooby knowing this man is abusive and knowing he posts peoples information online.
Sincerely,

***********************
Business response
07/17/2024
Merchants have procedures in place for how they wish customer service inquiries to be handled. Some merchants want to handle customer service on their own while other merchants are happy to leave customer service to us. This particular merchant likes to handle its own customer service which is why consumer was initially instructed to contact the merchant. However, as previously noted full refund had been issued on the same day.

Our nearly a decade long history of processing payments for this merchant indicates that this isnt the way this merchant normally handles its customer service. Nevertheless, as already noted we have made it very clear to the merchant that this type of behavior is not acceptable nor will be tolerated if it happens again in the future.

Consumer is welcome to submit copies of any correspondence that the consumer had with this merchant as well as any evidence of any posts to ******************************** as had already been requested from the consumer and we will investigate it further as needed and as may be appropriate.
Customer response
07/17/2024

Complaint: 21986348

I am rejecting this response because:
This person is lying. Epoch never asked for anything. I sent them 7 or 8 hateful emails sent to me by *************************** and Epoch ignored them all.
Again, I demand to know who Epoch's merchant account is through, as I'm sure they would want to know about Epoch's behavior along with ********.
I am still searching the internet for where ******* claims he posts peoples personal information, which he calls "bad customers". I have to go through his many emails to find where he stated he posts this information. He mentioned two.
I attached two emails from Groober but they would not send. So here is a quote from one "I publish all of these on my 'bad customer' blog and social media." and "******, whether there is a collection or not, you're a bonafide ****.", he used the name on my email and assumed I was a woman. I sent this to Epoch "Epoch. I asked this person to stop contacting me and he
refuses. This is stalking and harassment." Again, Epoch did nothing about all these threats and name calling. I sent all of the 7 or 8 messages to Epoch and they ignored them, now they want me to show them? Again, they are lying. Here is another to Epoch "this is your third threatening email sent to me. Please stop stalking and harassing me."
One more quote: "You love the one but of attention you are getting. That's what a c*** like you enjoys." and "I'm the company owner you defrauded. I look forward to taking legal action against you - we've already had you blacklisted from other adult processors."
I will also send you the online ratings for Groober which show he's been abusing people for years. Epoch knows this but their merchant account and **** etc. do not. I only want to contact these people so they know what Epoch is allowing their merchants to do. And I want Epoch to cut any ties with Groober.

Sincerely,

***********************
Initial Complaint
05/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello there was payments made through my paypal issued by this company that I have never authorized on May 11 and today (May 12th). At first I brushed it off thinking I must've had a subscription somewhere and i was charged. But it reoccured today 3 times so i decided to throughly check my paypal and saw that my card got charged 7 times in total in the span of 2 days. I immediately removed my banking information and changed my passwords as I have never recognized this type of payment on my banking account. I don't know if the company is just pre authorizing the payment for it to go through but this is just completely baffling. It was the same charge of $14 each time. I am requesting an investigation and a full refund compensation because I have never heard of this company and why it started charging my paypal out of nowhere. I have locked my account from making any payments because I am scared of whats happening. A few months back a university I used to attend (**********************) had a data breach and leaked loads of personal information so im speculating if its tied to that. I would be very thankful if you can help refund my losses as now i locked my paypal from making any more payments but am in desperate need for compensation for the money i lost.
Business response
05/16/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.

Our records show that this consumer has made many purchases through us. We also reached out to the relevant merchant and the merchant confirmed that this consumer has been an active member of its community since 2019 and has registered for 28 different accounts since then. We have shared this information with the consumer and the consumer no longer disputed anything.
Customer response
05/21/2024

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
05/03/2024
Complaint Type:
Billing Issues
Status:
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.
This company charged my account a $25 monthly fee that I did not authorize through PayPal. I cannot dispute the charge in my PayPal account and have never purchased anything through this service. The company is a scam and stole my money. I am special needs and a vulnerable person and am being targeted by this business.
Business response
05/13/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.

We have attempted to get in touch with the consumer to discuss this matter but all of our attempts have been ignored by the consumer. We have then forwarded consumers complaint to the relevant merchant that operates the websites from which consumer made the purchase and the merchant had informed us that its records show that the consumer logged in and used the purchased membership throughout the membership term for which consumer was charged, including logging into the website on the same day when the consumer canceled his membership on this own and that therefore no redound was due. However, as a one-time courtesy to the consumer,merchant had issued a partial refund for charge for the last month of the paid membership.
Initial Complaint
04/10/2024
Complaint Type:
Billing Issues
Status:
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.
Currently showing 3 fraudulent charges on my bank account that were made to epoch multimedia that i did not authorize. Was told that they would escalate the situation to thier fraud department and would hear back within 24 hours. Please help in having them reverse those charges and help me recover my money please. Thank you
Business response
04/17/2024
Epoch is a third-party payment facilitator, i.e. we process credit card, debit card,prepaid card and other payment card transactions for thousands of websites on behalf of e-commerce merchants and do not own, control, operate nor are in any other way associated with these websites.

Our records show that this consumer has made hundreds of purchases through us,service (for which he paid) rendered and received over and over again and then charges charged back to us or a claim of unauthorized charges made to us. If consumer needs a reminder of the service which he had received, he is welcome to use our purchase finder available on our website and then contact the relevant merchant and merchant will gladly provide a copy of chats, messages, IDs provided by the consumer etc. Since the service has been rendered and received by the consumer, no refunds are due.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary