North American Bancard
Last Updated: January 9, 2014
North American Bancard Overview
North American Bancard (nabancard.com) is a large merchant account provider based in Troy, Michigan. The company began operations in 1992 and has grown to be one of the largest merchant services providers in the United States. North American Bancard specializes in providing credit card processing services supplied by First Data and Global Payments but manages its merchant customers directly with its own in-house customer support. The company also markets a mobile processing app and card reader called “Pay Anywhere.”
North American Bancard is sponsored by HSBC Bank USA, National Association, Buffalo, NY and Wells Fargo Bank, N.A., Walnut Creek, CA as its Acquiring Banks.
North American Bancard Sales & Marketing Tactics | D
|Key Points – Sales & Marketing|
|Uses independent resellers?||Yes|
|Promotes deceptive rate quotes?||No|
|Fails to disclose all terms?||Yes|
North American Bancard’s biggest downfall seems to come from its marketing practices. In particular, the company appears to be a “hiring mill” that relies heavily upon recruiting independent agents and resellers. This marketing practice often results in problems for merchants and damage to a provider’s reputation because the sales practices of the resellers are hard to control. In North American Bancard’s case, it appears that its agents are poorly trained on the terms and conditions of the merchant account contract and encouraged to sell expensive accounts in exchange for large commissions. In fact, numerous merchant complaints report that agents misrepresented fees and policies in order to persuade them into signing up for services. It also appears that North American Bancard’s underwriting policies do a poor job of preventing merchants from being signed into predatory agreements.
North American Bancard Costs & Contract Terms | F
|Key Points – Costs & Contract Terms|
|PCI compliance fee:||$79|
North American Bancard’s merchant account rates and fees vary from one merchant to the next based on a variety of factors including business type, processing volume, and especially the agent setting up the account. North American Bancard’s standard contract has a service agreement of 36 months with what appears to be a Liquidated Damages Early Termination Fee (ETF) that is automatically debited from a merchant’s checking account upon cancellation of service. Essentially, merchants who cancel service prior to the expiration of their contract will be expected to pay the remainder of any monthly fees that would have been assessed throughout the entire contract, with the minimum ETF costing $295. Due to this policy, merchants have reported cancellation fees totaling into the thousands of dollars. Additionally, merchants may also be subject to additional fees if they lease equipment and cancel early.
Based upon merchant reports, North American Bancard also charges a variety of unexpected monthly fees as well as an annual PCI Compliance fee of at least $79 (may vary). Learn everything you need to know about rates and how to get the lowest fees in “Fee Sweep: How to Get the Merchant Services You Need Without Getting Scammed.”
North American Bancard Complaints & Service | D
|Key Points – Complaints & Service|
|Live customer support?||Yes|
|Most common complaint:||Hidden fees|
North American Bancard has a moderate-to-high number of complaints filed against it, many of which are filed with the Better Business Bureau and in the comment section of this review. The company appears to be diligent in responding and attempting to resolve public complaints; however, North American Bancard would fare much better in this review if it did a better job of preventing the problems that are causing the complaints.
Many of the complainants report difficulty resolving problems and little cooperation from North American Bancard prior to filing a public report. The commonly reported problems are agents using deceptive sales tactics, hidden and surprise fees, sudden rises in fees shortly after service begins, non-disclosure of the service length agreement, and non-disclosure of the early termination fee. Nearly all of these problems can be traced back to agents who fail to verbally disclose important terms of the contract. These agents are either unaware of the terms or rely on merchants to read the fine print prior to account setup; however, we hold providers responsible for their agents’ actions since the provider enforces the terms and conditions of the contract and sets the policies by which agents can sell their services.
North American Bancard BBB Report | D (CPO Adjusted)
|Key Points – BBB Report|
As of this update, the Better Business Bureau (BBB) is reporting that North American Bancard has been accredited since 2001. Astoundingly, the BBB is awarding North American Bancard an “A+” rating despite 446 complaints filed in the last 36 months. Of the complaints, 241 are regarding problems with products and services, 170 with billing and collection disputes, 26 with advertising and sales issues, and the remaining are spread across delivery and guarantee/warranty issues. North American Bancard has resolved 397 complaints to the merchants’ satisfaction while 49 reported dissatisfaction with the company’s response.
This reviewer can only assume that the BBB grade is an error or artificially inflated because no other providers have scored as well with so many complaints. Therefore, based on the complaint count and resolution ratio, we are adjusting the rating to a “D” for the purposes of this review. You can learn more about why we adjust BBB ratings in our rating criteria.
North American Bancard appears to be suffering most of the damage to its reputation due to its outside sales agents and marketing policies. The company seems to work to resolve complaints once they become public (especially with the BBB) but, as of this update, shows no signs of improving the areas causing dissatisfaction. The company could improve its rating by enacting more favorable sales and underwriting policies, removing its early termination fee, and greatly reducing future merchant complaints.
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