SumUp review: Chargeback

Answer by SumUp

16/09/2025

"Hello S.C.,

we’re very sorry to read about your experience and the serious concerns you’ve raised. What you describe is understandably distressing, and we want to assure you that SumUp does not tolerate fraudulent activity on our platform. We take reports like yours extremely seriously and investigate them in line with our regulatory obligations.

Please reach out to us again via chat or send us a private message on our social media channels. This will allow us to escalate your report directly to the relevant team and ensure you receive a proper update.

Thank you for bringing this to our attention, your feedback is important in helping us strengthen both our processes and our support.

All the best,

The SumUp Team"

On 08 Aug 2025 my Fibank Mastercard was charged BGN 2,500 via SumUp (descriptor “SumUp *Tuenti Eit Mod Sofia BG”). It was presented as a refundable car-rental deposit, not a final charge. The car was returned on 10 Aug 2025.

From 21 Aug I sent six emails to SumUp with full documentation. Zero answers. "We take reports like yours extremely seriously and investigate them in line with our regulatory obligations" (I see how much extrimely seriously you take reports like mine...)

On 12 Sep 2025 at 14:07 Mastercard confirmed they had taken my case; at 14:36 — 29 minutes later — SumUp finally replied for the first time, after being put on notice by Mastercard following my report of their conduct. That timing says it all.

Meanwhile, the fraudulent merchant had all the time to transfer the money from the SumUp account to their own bank account. SumUp did nothing. Zero protection for me. Then SumUp Security told me the merchant was “closed/blocked” and the funds had already been “paid out.”

This “block/suspension” is just late bureaucracy to cover themselves and say “look, we did something.”

To make it worse, SumUp then told me to “search the merchant online and contact them directly.” That’s covering the merchant, not protecting the cardholder. Their replies are now vague and inconsistent, hollow templates written just to say something — as if some random person inside SumUp wrote them and will later be blamed for such a weak and incoherent response.

Let’s be clear: they know exactly who the merchant is. I’m not the only one who reported this; the web is full of similar reviews about this merchant/descriptor. So I’m not wrong when I say SumUp is colluding with scammers. If they weren’t, this would already be solved. Instead, they violated compliance, PSD2, and the rules that govern payments, chargebacks, and the duties of payment service providers and their supervisors.

Facts I can prove with emails/screenshots:

• Transaction 08/08/2025 — BGN 2,500 — descriptor “SumUp *Tuenti Eit Mod Sofia BG”.

• Car returned 10/08/2025.

• Six emails from me since 21/08 — no reply.

• 12/09/2025 14:07 Mastercard accepted the case.

• 12/09/2025 14:36 first SumUp reply (after Mastercard put them on notice).

• SumUp Security: merchant blocked, funds paid out.

• Still no refund, no merchant legal identity, no MID/TID, no payout details.

This is hypocrisy and delay by design. SumUp’s behavior is indistinguishable from favoritism toward a fraudster.

Lots of positive reviews are potentially fake, they needs to feed themselves in somehow.