Charge.com Review


Overall Rating Breakdown
Sales & Marketing Tactics
Costs & Contract Terms
Complaints & Service
BBB Rating

Charge.com Overall Rating

"C-" Credit Card Processor Rating

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Jump to: Sales & Marketing | Costs & Contract | Complaints & Service | BBB Complaints

Charge.com Overview

Charge.com Logo

Charge.com Logo

Charge.com is a merchant account provider based in Plantation, Florida, that has been in business since 1995. The company was bought by Pipeline Data (possible affiliated with Cynergy Data) in 2005 and resells Authorize.net for its payment gateway services. Charge.com focuses primarily on supplying on credit card processing services and equipment but can also provide e-commerce solutions for merchants who require them. The company is a registered ISO of Wells Fargo Bank, N.A., Walnut Creek, California.

Charge.com Sales & Marketing Tactics | D

Key Points – Sales & Marketing 
Uses independent resellers? No
Promotes deceptive rate quotes? Yes
Discloses all important terms? No

It is not completely clear how Charge.com brings in new merchant accounts, but it appears that the company relies heavily on online marketing and referrals from its parent company and affiliates. Charge.com has received a low score in this section because the company promotes highly misleading pricing on its website.

For instance, the company lists a rate of 1.29% plus $0.10 for swiped sales and 2.25% plus $0.25 for web and phone orders on its homepage. Charge.com promotes these processing fees as though they are a flat rate but fails to disclose the Downgrade Fees for Mid-Qualified and Non-Qualified transactions. This is not only deceptive, but some may consider it as borderline false advertising. Additionally, the website claims that there is no service length commitment and no cancellation fee; however, there are numerous reports from merchants stating that they incurred a fee for cancelling service. It appears that Charge.com itself does not charge a fee, but its parent company, which handles the card processing service, does charge one.

[Related: Get quotes from a provider with “A” rated sales tactics]

Charge.com Costs & Contract Terms | D

Key Points – Costs & Contract Terms
Swiped rate: Variable
Keyed-in rate: Variable
Termination fee: $495
PCI compliance fee: $185-$300 per year
Equipment lease: Variable

Charge.com’s pricing appears to vary from merchant to merchant based on business type and processing volume. As mentioned in the previous section of this review, the company promotes deceptive price quotes that could easily confuse merchants. A copy of the company’s standard contract terms (available below) includes a 36-month service agreement with an Early Termination Fee (ETF) of $495, a monthly statement fee of $25 (applied only in the event that Charge.com creates a reserve account for the merchant), a one-time fee of $35 if the merchant’s keyed-in transactions constitute more than 15% of its overall transactions in any given month, and a monthly fee of $25 for governmental compliance. The company also charges an annual PCI Compliance fee of up to $185 (but not in excess of $300), which is much higher than the industry average.

Expand to see a copy of the standard Charge.com terms and conditions
Charge.com Terms and Conditions

Charge.com Complaints & Service | C-

Key Points – Complaints & Service
Total complaints: 30+
Live customer support: Yes
Most common complaint: Hidden fees

Charge.com has a moderate amount of complaints filed online for a provider of its size and time in business; however, it should be noted that its parent company (Pipeline Data) and its processor (Cynergy Data) have very high complaint counts. Charge.com seems to have a consistent pattern of public complaints filed on Ripoff Report, although a handful of these complaints may be filed against other businesses with “-charge.com” in their names. The majority of the complaints report unexpected and hidden fees, nondisclosure of the PCI Compliance fee, high cancellation fees, and unauthorized debits from merchants’ checking accounts. As of this update, the company’s complaint volume appears to have slowed from previous years, which may be an indication of improved policies and customer service. It could also be a sign that the Charge.com’s business has slowed, or that the company is making use of a DBA.

Charge.com BBB Report | B

Key Points – BBB Report
Product/service: 12
Billing/collection: 16
Advertising/sales: 6
Guarantee/warranty: 0
Delivery: 0

As of this update, the Better Business Bureau (BBB) is reporting that Charge.com is not BBB accredited. The report shows a “B” rating for the company with 34 complaints filed in the last 36 months, which is down from 46 complaints as of our last update. Of the total, 16 are due to billing and collection disputes, 12 with service problems, and 6 due to advertising and sales issues. Charge.com has resolved 30 of the complaints to the merchant’s satisfaction.

Bottom Line

Charge.com has been in the merchant services industry for nearly 20 years; however, the company is suffering from the typical types of complaints found with less reputable credit card processing companies. Additionally, Charge.com’s parent company and processor score poorly and suffer numerous complaints from merchants. The company can improve its rating by fully disclosing all fees and contract terms of its own services (as well as the ones it resells to merchants) and eliminating future complaints regarding deceptive sales tactics.

This review was originally published on 1/17/12 and was last updated on 7/7/14.

Leave your Charge.com review in the comment section below.


Charge.com Review

Rated 1.875 Out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2014-07-07 12:26:49

There are a moderate number of negative Charge.com reviews filed online for a provider of its size and time in business; however it should be noted that its parent company (Pipeline Data) and its processor (Cynergy Data) have very high complaint counts. Learn more in this Charge.com review.

 

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About the author

Phillip Parker

Phillip Parker is a former merchant services agent turned small business advocate and the author of "Fee Sweep," which teaches merchants how to dramatically lower their processing rates, eliminate junk fees, and avoid fine-print scams. He founded CardPaymentOptions.com to help merchants enact positive change in the credit card processing industry.



 
Phillip can help you find an ethical and honest processor that will offer you great rates. Click here to request a free provider consultation.

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5 comments

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  1. Posy Lane

    I sent them an email asking if they could beat the rates I am paying now. They were higher than what I am paying, and twice what I found another reputable vendor quoted.

    They sent me an email asking why I didn’t choose them, and so I told them about their rates compared to others. Then they sent an insulting email back in response.

    If they will treat me like crap before I am even a customer, I can’t imagine how they would treat me after I signed up.

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    1 / 1 found this review helpful.
  2. DANIEL DORADO

    this company does a bait and switch i was told no contract no canclation fees monthy fees of 10 bucks . this is what i was charge 30 a month for non use 3 precent with fee no statements no one to talk to at charge.com . dont trust them crooks

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    1 / 1 found this review helpful.
  3. Pam

    It has been a very difficult dealing with this company. Very very poor service and poor business practices! I feel taken advantage of and ripped OFF!

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    2 / 2 found this review helpful.
  4. John

    Do not use these switch and bait they get access to your account and hit you for fees in the first month and don’t pay you… THEY DO NOT PAY MERCHANTS STAY AWAY FROM THEM.

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    2 / 2 found this review helpful.
  5. Stuf

    Very poor company. Undisclosed fees galore. Do not sign up. Use Square

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    2 / 2 found this review helpful.

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