Utterly disappointed after all these years

Oh boy, where to start?

Firstly, I need to be honest, it would be wrong of me to rate YOCO as 1 star and was considering 3 stars but the issues which have been laid bare these past few days are serious and causes major harm to small businesses like ours which goes against what YOCO apparently stand for as their "vision".

We've been using YOCO for a number of years now. Their onboarding procedure was good and I never had any issues with small issues which come up during the course of any business relationship.

Yoco machines have always been decent to very good quality, we've used the go, pro's, neo and currently the Khumo prints in our stores, so no complaints here.

Our issue goes onto the payment gateway and general service received when reporting suspicious transactions.

Firstly, YOCO, I should not have to do a private investigation to determine if payments are local or international in nature. your transaction history should be updated to reflect this to assist us to determine the risk of the transaction we are required to fulfill on.

We received multiple orders for live vouchers off of our site which we fulfilled on until suspicions arose within our business (this was not detected by your risk transactional monitoring team).

We raised these suspicions even after being assured by a YOCO support employee guaranteeing that the money was safe because it reflects on the dashboard.

What did YOCO do in this situation? You blocked our accounts. This was not just for the payment gateway on our website, but also our card machines in our stores. It goes beyond saying how much damage this has caused us over the 24 hour period in which we could not transact. 80% of our transactions are completed via card swipes.

Need I also remind you that you do this over the beginning of the last weekend of the month?

Oh, but there's more. All transactions processed the day before, plus the money that was paid in after processing refunds on the suspicious transactions we did not fulfil on has still not been paid to us.

I'm not sure if YOCO truly understand small business as they claim to. We rely on reliable pay-outs expected as per the dashboard and pay supplier accounts, bank fees, etc based on this.

Now, due to this, we've not only lost out on most sales over a 24 to 30 hour period, but we are incurring charges based on the fact that you failed to pay money that was supposed to be cleared within your stated SLA.

I have sent countless ignored emails to your risk department. I've escalated and been promised contact by supervisors or managers to resolve but YOCO could not be damned in the slightest.

It has left an extremely bitter taste in our mouths and it has left us exploring other options. The grass isn't necessarily greener on the other side, I realise this, but I cannot stand for this type of treatment when we did what we deemed as the right thing to do based on nothing other than suspicion due to the lack of YOCO controls to help us identify these things.