Capital Bankcard Review

Capital Bankcard Overview

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Cayan’s Independent Sales Division

Capital Bankcard (capitalbankcard.com) is a merchant account provider that serves most standard-risk business types in the United States. Capital Bankcard is an outside sales branch of Cayan. The company is a registered ISO and MSP with Visa and MasterCard and is also able to set up Discover Card and American Express processing, which merchants usually have to do in a separate application. Capital Bankcard has been in business since 1998 and boasts that it manages over 80,000 merchant accounts, processes over 7 million transactions per month, and has over 170 dedicated employees. Capital Bankcard uses First Data for the actual processing of the card transactions, but First Data plays a minimal role beyond that. Customer service is provided and the accounts are managed by Capital Bankcard’s in-house team.

Capital Bankcard Location and Ownership

Capital Bankcard is headquartered in Boston, Massachusetts, and Henry Helgeson is the CEO of Cayan/Capital Bankcard.

Capital Bankcard Review Table of Contents

  • Costs & Contract: Capital Bankcard appears to offer variable contract terms through First Data.
  • Complaints & Service: Capital Bankcard has received fewer than 10 public complaints.
  • BBB Rating: Capital Bankcard has an “A” rating with the Better Business Bureau and has received 14 complaints in the past three years.
  • Sales & Marketing: Capital Bankcard appears to hire independent sales representatives and has received a few merchant complaints about its sales team.
  • Rates & Fees: How Merchants Got The Best Rates With Capital Bankcard

Capital Bankcard Statement Analyzer

Find hidden fees, pricing errors, and overcharges in your Capital Bankcard merchant account statement. Not with Capital Bankcard? That's ok, we can find excessive fees in any statement. In fact, We've found $777,476 in hidden fees in 2019 already! Submit a recent statement to try it out for free!

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Products & Services Offered

Types of Businesses Served

  • Retail
  • Mobile
  • E-commerce
  • MOTO

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Capital Bankcard Rates, Fees, and Costs

Key Points

Swiped Rate Variable
Keyed-in Rate Variable
Early Termination Fee Variable
PCI Compliance Fee $79 Per Year
Equipment Lease Terms Variable

Variable Contract Terms

Most of Capital Bankcard’s accounts are brought in by independent resellers who have a certain level of pricing control in the merchant account agreement; however, Capital Bankcard seems to consistently promote fair pricing and flexible contracts. Pricing will vary by business type, processing volume, and the agents setting up the account. Capital Bankcard offers month-to-month contracts, but resellers can add a cancellation fee of their choosing that turns it into a three-year agreement. A copy of the company’s standard merchant application (available below) includes a $79 PCI Compliance fee but leaves all other rates and fees to the agent’s discretion.

No Red Flags

Overall, Capital Bankcard offers low-commitment, low-cost terms to most of its merchants. Its pricing ranges from industry-average to competitive with even the cheapest merchant accounts. See the Capital Bankcard Merchant Application.

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Response from Capital Bankcard

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Capital Bankcard Complaints & Customer Reviews

Key Points

Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A

Low Complaint Total

Capital Bankcard has received a low number of complaints for the length of time it has been in business. There appears to be only one serious complaint filed against the company (documented here), which received a very professional rebuttal from the representative in question. The remaining complaints tend to cite customer service issues. In the past year, Capital Bankcard has received a slight increase in complaints, but these reports do not cite any consistent issue.

Capital Bankcard Support Options

Capital Bankcard offers live chat support on its website and a dedicated phone line that connects to an in-house support team. Capital Bankcard’s low complaint rate seems to indicate that this team does an adequate job of anticipating and responding to complaints, but it falls short of the top-rated payment processors for great customer service at this time.

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Response from Capital Bankcard

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Capital Bankcard BBB Rating Summary

Key Points - BBB

Product & Service Complaints 7
Billing & Collection Complaints 7
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Over 10 Complaints

As of this review, Capital Bankcard has an “A” rating with the Better Business Bureau and has received 14 complaints filed with the BBB in the last 36 months. Of these complaints, seven were related to billing and collection issues, while the other seven were related to the product or service problems. The company resolved three complaints to the merchants’ satisfaction, while the other 11 either were resolved to the dissatisfaction of the merchant or did not receive a final assessment from the merchant.

What Merchants Say

The company also has three negative informal reviews posted to its profile. Two of the reviews appear to have been intended for Capital One rather than Capital Bankcard, but one describes difficulty cancelling service:

This merchant processor is giving us the run around. We are closing the account and need information to unlock the terminal. They lie and say it is not locked. It is locked. The rep says to mail them a letter. I tell him that is unacceptable, we are closing account today.

Merchants can avoid “locked” terminals by purchasing their own EMV-enabled card readers directly.

A “B” Performance

Given the company’s complaint rate and resolution ratio, we have slightly adjusted the BBB’s rating to a “B” at this time.

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Response from Capital Bankcard

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers Yes
Advertises Deceptive Rates No
Discloses All Important Terms No

Outside Sales Team

Capital Bankcard uses independent sales agents to market its services. This is a standard industry practice that can often result in an untrained and unmonitored sales force. However, Capital Bankcard has received very few complaints regarding its sales agents, which indicates that the company does a better job than most of regulating agents’ behavior. The available complaints describe slow response times and poor customer service rather than any kind of intentional deception.

No Deceptive Rates

Capital Bankcard does not list any misleading quotes or unrealistic guarantees on its website. This, combined with company’s low complaint rate, seems to indicate that its agents are generally forthright when it comes to rate quoting and contract term disclosure. If you suspect that Capital Bankcard is charging you more than you agreed to, however, we recommend seeking a third-party statement audit.

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Response from Capital Bankcard

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Capital Bankcard Marketing Example

Capital Bankcard Logo

Our Opinion of Capital Bankcard

A Reliable Option for Most Businesses

Capital Bankcard rates as one of the better merchant account providers in the credit card processing industry according to our criteria. The company does a great job of managing its resellers to avoid problems and encourage fair pricing and fair contracts. Aside from cost, Capital Bankcard does an excellent job of servicing its merchant customers and working to resolve problems before they turn into complaints filed elsewhere. The only word of caution regarding Capital Bankcard is to be sure to deal with an agent you trust and compare their pricing to top-rated overall merchant accounts.

We rely on your feedback about Capital Bankcard to keep this review accurate and up-to-date. Please take a minute to tell us about your experience. We and the small business owners of this world thank you!

Thank you for reading my review. I hope that it has helped you with your research.

My Qualifications

I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so decided to build this website to help you research which providers to use and how to save money on rates and fees. I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers here. Simply scroll to the top of the page to find the search bar. You can also message me if you need any guidance.

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14 Reviews Leave Your Review for Capital Bankcard Below

  1. David Bradley says:

    Called customer service to help with a problem. No help. Had difficulty understanding employee, no help. Supervisor would not get on phone. 0 stars


    This post will help: Best Merchant Accounts for Great Customer Service

    -Phillip

  2. Anthony Siders says:

    Typical credit card processing company “we can save you money” but they don’t. If you need assistance don’t bother calling customer service its always a run around. Every merchant processor I have worked with provided terminal paper etc free of charge however don’t expect anything from these people. Save your time and money work with a company who doesn’t disappear after they close the deal or decided to find any and every way to nickel and dime you.

    From The Editor
    This Post Might Help: Best Merchant Accounts for Locksmiths

  3. Randy Wheeler says:

    Eric Morales and Chris Kellie have been excellent in customer service and getting the approval my company needed to be able to offer financing with several options. Would recommend Capital Bankcard South to other Companies needing to offer financing on their tickets.

    Randy Sea Side Holdings, LLC

  4. Alla Hatcher says:

    We had an awful experience. We have been talked into opening 2 additional accounts back in 2014, then we realized that we would not need them and requested cancellation, they were not cancelled and stayed inactive so this merchant has been billing us for 4 years for something that we do not use without getting back to us about those accounts.

  5. Stuart Long says:

    Do not rely on Chris Kille to be of any use. He is dishonest and lazy. I call & email – he does not respond. When he does respond, it is always the same – he has no training in his company services and blames the customer for the problem.

  6. INGRID J says:

    We have been using their service since 2011. In October 2017 we contracted with a new provider and I contacted Capital Bankcard to cancel. I was told to go through my agent who opened the account which I did. I was told by my agent that the cancellation notice needed to be signed by the person who opened the account. I mentioned that this person was no longer with the company and my agent said that was not a problem and that the account would cancel automatically if nothing was processed for 2 months. After 2 months I expected the fees charged to our bank account to stop, but they didn’t. I sent numerous emails to my agent… no response. Our bank account was just charged again in April. I called Capital Bankcard again, spoke with a representative and explained, was promised that a supervisor would call… again no response. Just called again spoke to another rep, was told that I was misled by the rep yesterday and there was nothing she could do. Transferred me again to another department where they told me they couldn’t help me and transferred me back to the customer service department. I hung up. I guess I will have to go through my bank and see if they can block any further charges on our bank account. Basically it is impossible to cancel their service.

  7. Dale says:

    Seems like they messed up entering my EIN number. Now 4 months later they stopped giving me my money until I can prove who I am. No warning, no explanation, I have been on the phone for hours trying to just thru all the hoops they have given me and still no luck. But I did learn one thing. No matter how many times you call you never get an american. Ireland, the Philippines, and the last one wouldn’t tell me. I think he was Ireland judging by his accent. My point is, all customer service is out of the country. And it sucks.. I rate them –5

  8. Chris Kile with Capital Bankcard is very responsive, easy to work with, and is genuinely interested in helping you improve the point of service experience. He is knowledgeable and has helped us and our clients greatly.

  9. Joshua Ball says:

    This is a follow up to my previous comment. For anybody dealing with the 1st level of customer service that answers, good luck to you. Luckily I had to resubmit the application process, which sent me to the customer service team in Boston. The process was taken over by a gentleman named Kyle, that has been excellent. This process would have been much easier and far less painful had I reached this team of folks first. Anybody banging your head against a wall with the first line of customer service, maybe see if you can get transferred to the Boston location, even Kyle had to wait a couple days, and said he couldnt get ahold of the person that started the process (from the 1st team of reps.)

  10. Joshua says:

    As a small business owner I am shocked. I purchased an existing business that has been using Capital Bankcard/ Cayan. Heres my experience so far…

    This started 6 weeks ago. OK, I tried to switch the bank account (since our bank was taken over by another), should be easy right? Well, they still had the old doctor on the account. Ok, no problem lets switch it. They send me a form to fill out. I fill it out, get a call saying they sent the wrong form, here is the correct form, ok. Fillout new form, and send it in. They call, “we need the articles of incorporation.” Ok, call my accountant, he sends me those articles, I fill out the form and send the paperwork, via fax, as it says at the bottom of the form. 3 days later I get an email (that you cant respond to) saying they closed the case because they didnt receive paperwork! Ok, I stepped away from it for a month becuase, well I value the glass windows at my office.

    Enter today. Call to start again. Lady tells me they need article of incorporation with my name on it. Call accountant, no such form exists, because I simply purchased the stock of an existing corporation, no new articles of incorporation needed. Call back, they tell me that they had been sending me the wrong form and would call me back. They call back and say they will transfer me to proper dept = on hold for 30 mins, only for the lady to get back on and tell me that dept is busy and is not answering, and they will call me back.

    I dont know where this “in house” customer service center is as, most have such thick accents that I can only understand half of the 10 people Ive talked to so far. One of the worst customer service experiences of my life and that’s saying alot. Im waiting for them to call me, they said 2 days, let’s just say Im skeptic.

  11. Federico Roe says:

    I don’t do many transactions a month with this merchant account but in the first couple months everything was working fine. Ever since then, every single time I need to use my mobile billing, I have to make a phone call and a series of password resets, uninstall and reinstall apps to no avail. Always resorting to going onto the computer to charge cards.. Now that isn’t even working anymore and I have spent the last two phone calls only to be on an automated hold for twenty minutes each, and still cant charge a card. After a good at least five months of this, I have to look for another merchant account if I want to keep any sanity left in me..

  12. Dave P says:

    This place is a bit of a joke! You can never get any help or speak with anyone beyond a 9-5 business hours. If you want to cancel their services because of their incredibly high fee structure you are told you have to speak with your ‘agent’ who is never going to call you back. You have to try for a week to get a hold of him and then call them back and say you did not get them and then THEY have to try and contact him., So the whole cancel process can take 2 weeks just so that they can get their fees!

    Stick with a PayPal as they are way better than this outfit.

  13. Fred Smith says:

    I’ve been working with Capital Bank Card for over three and half years and I feel this is a company that truly cares about both it’s agents and merchants. Outstanding customer service, agent support, and training. My merchants love it, I love it, outstanding!!

  14. Lynn Loichle says:

    I have been working as an agent with Capital Bancard for about a year now.
    I can honestly say they are a they are a great company to work with!
    They have a wonderful support team, the merchants are always very happy with the help they get if they need it. This is a company that really seems to care about their agents and it’s merchants!

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