Yoco misrepresentation / extremely poor service

On 3 March 2020 we purchased a Yoco device. They made it sound so easy to apply. We comp**** with all the steps. When we signed up it says on their website “Register online in 5 minutes. All you need is your ID or passport number, an SA bank account and a smartphone”. Start selling. Download the Yoco app, connect and get paid. Payment was done. ID was submitted. We put in our banking details but it was rejected. We were asked to submit a bank statement not older than 3 months. We had to go to the bank and get a statement which was uploaded on Sun, 8 March. We also did our first transaction on 08 March because we were told we can continue to do transactions. On Wed, 3 days after our transaction, our settlement amount still showed outstanding because our banking details were not verified yet. 3 out of 4 steps were completed. Banking details were ‘In Progress’. We made contact numerous times via live chat. We get automated messages saying Yoco Support: We apologise for keeping you waiting. Our team will get back to you as soon as possible, so please leave us a message with your email address and we'll get back to you shortly. They don’t get back to you. Twice I was cut off by one specific consultant. Another person I eventually spoke to said it takes 1-2 working days to be verified. On day 5 which was Fri, we phoned their support line and was told by another consultant it will all be sorted and that the money will be in our account on Saturday. He will get his banking team on it. We received an email not long after our conversation where we were told again our banking details couldn’t be verified. Due to us being an NPO they now require the signatories of the bank account to attach Minutes of meetings/Bank Confirmation labeling which signatories are given powers. Now, none of this was stated in any fine print when we signed up. “4 easy steps” they said. We have an outstanding settlement which can’t be released due to the verification of banking details. We have had this account for a couple of years and submitted a bank statement stamped by the bank which shows it’s legit. On Sat, 14 March I tried to sort this out again. Once again I was told by a consultant it will get sorted. His words: “I'm going to have this resolved for you. I promise.” He asked if he could phone me, I said yes. He said I should give him an hour max. When I sent a message to say it’s been an hour I was told by another consultant they must the gentleman still phone because it’s so late already and they can only sort this out on Monday. Yoco support: The last submission was a bank statement added yesterday (13 March) at 13:32 and is still being verified Customer: Yes because I resubmitted it Yoco support: Yes, and the accounts team needs to manually review, cross reference and the approve accordingly Customer: We cannot trust to use the machine tomorrow (15 March), you have already withhold funds for a whole week... Yoco support: The funds will be released once the bank details are approved, I do apologise for the delay over the weekend.. Because I resubmitted the bank statement which they rejected, it was said again it will take 1-2 working days. We are going nowhere with this. We are going around the same mountain and it doesn’t get resolved. They are unhelpful and why should it work different for an NPO like a school/church/charity comparing to other businesses? It is part of the information that gets left out that they don’t discuss which causes problems like this. It’s not in the fine print. They allow you to transact even when your banking details aren’t verified yet. So they take their percentage but we must wait to get paid. How can they allow/advise a person to transact when they haven’t verified the bank details and keep on rejecting our details. Come on this is unacceptable and really poor service. They are quick to sell and deliver but they are slow on keeping their promises. It’s *********. They are probably immune to the bad publicity so they don’t really care about customer service at all. If this doesn’t get resolved I want Yoco to collect their device on their costs, refund us for the device, pay back the transaction amount.