1 week after purchasing Yoco, I want to move to the competitor - Security Concerns not answered

After only 1 week of joining Yoco, I am extremely disappointed with the experience and onboarding process.

I signed up mainly to use the payment link feature, as I do not operate a full online store. During signup, I provided my Linktree profile simply as an informational website containing my catalogues and social media links. At no point was it clearly communicated that payment links were dependent on the “online store” functionality or that the supp**** website would be treated as “high risk.”

Suddenly, my payment link functionality was disabled because of the website provided. This was incredibly frustrating, especially after spending time setting everything up as a new customer.

The onboarding and vetting process is honestly terrible. I received a vague vetting email with absolutely no context, branding reassurance, or explanation. In today’s environment of phishing and ****s, the email honestly looked suspicious and raised legitimate security concerns for me. When I rep**** asking questions regarding the legitimacy and security of the process, my concerns were completely ignored and the case was simply closed without answering a single question. How is that acceptable customer service or security practice?

I then contacted Yoco support multiple times and was repeatedly told:

* My query would be escalated to another department * They do not know which department * They do not know when anyone will contact me * There is no way to speak to a team leader * There is no way to escalate the issue further * Yoco “does not work with ticket numbers”

I spoke to support agents including Nthabiseng Shale and received exactly the same scripted response with no ownership, accountability, or resolution.

This is completely unacceptable for a company handling business payments and onboarding new merchants. Customers should not be left completely in the dark with no escalation path, no accountability, no reference number, and no timelines while essential business functionality is disabled.

At this point, moving to a competitor is now very much on the cards because this experience has destroyed confidence in Yoco’s support and operational processes.

What makes this even worse is that nobody can even explain how the return and refund process should now be handled if I decide to cancel and move elsewhere. After only one week as a customer, is this really the level of treatment and support new merchants should expect?

The product itself seemed promising, but the onboarding process, communication, transparency, and support structure have been extremely disappointing from the very beginning.