Capital Bankcard Reviews & Complaints

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4.8
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How did they treat you? ▼

Pros & Cons
Pros: Cons:
Fair pricing. Billing issues reported.
Low complaint rate. Some customer service issues.
In-house customer support. Variable contract terms.
Flexible contract terms. Complaints about sales agents.

Cayan's Independent Sales Division

Capital Bankcard is a merchant account provider that serves as an outside sales branch of Cayan. 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 Payment Processing

Capital Bankcard processes all major debit and credit cards for most business types. Their services are strangely not listed on their site, though it is likely they include in-person and online payment processing.

Capital Bankcard Customer Reviews

Here's What Their Clients Say

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

Low Complaint Total

For its duration in the industry, Capital Bankcard has maintained a low volume of complaints. There is one notable complaint against the company (documented here), which was met with a professional response from the representative involved. Other complaints mainly address customer service issues. In the past year, there has been a slight uptick in complaints, but these do not highlight a consistent problem with the company’s services.

Capital Bankcard Lawsuits and Fines

No outstanding class-action lawsuits or Federal Trade Commission (FTC) complaints have been filed against Capital Bankcard. Merchants seeking non-litigious resolution methods are encouraged to consider reporting their concerns to appropriate supervisory organizations.

Capital Bankcard Customer Service Options

Capital Bankcard provides dedicated phone support, a customer support form, and email assistance to its merchants. The in-house team is available Monday through Friday, from 9:00 am to 6:30 pm EST. While Capital Bankcard’s complaint rate is low, suggesting effective resolution of issues, the company has not yet reached the status of a top-rated payment processor for exceptional customer service.

Capital Bankcard’s customer service contact information:

Capital Bankcard Online Ratings

Here's How They Rate Online

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

Note: Capital Bankcard’s main BBB profile is no longer listed. All that remains on the BBB website is a profile bearing the company’s name and logo in Fort Wayne, Indiana. The Capital Bankcard website still uses its Boston, MA address. As such, this review contemplates the data from when its verified profile was last accessible.

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 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 3 negative informal reviews posted to its profile. 2 of the reviews appear to have been intended for Capital One rather than Capital Bankcard, but one describes difficulty canceling 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.

Capital Bankcard Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Swiped Rate 1.00% - 4.99%
Keyed-in Rate 1.00% - 4.99%
Early Termination Fee Undisclosed
PCI Compliance Fee $79 Per Year
Equipment Lease Terms Undisclosed

Variable Contract Terms

Most accounts with Capital Bankcard are set up through independent resellers who possess a degree of autonomy in determining pricing within the merchant account agreement; nonetheless, Capital Bankcard is known for advocating equitable pricing and adaptable contracts. Rates offered by Capital Bankcard can differ based on the type of business, volume of processing, and the discretion of the agents managing the account setup. While Capital Bankcard typically offers contracts on a month-to-month basis, resellers have the option to impose a cancellation fee as per their policy, potentially transforming it into a three-year term. The company’s standard merchant application discloses a $79 PCI Compliance fee, leaving other rates and fees to be determined by the agent.

No Red Flags

Capital Bankcard is recognized for providing terms that are low in commitment and cost to the majority of its merchants. The company’s pricing is on par with the industry average and competitive with some of the most affordable merchant accounts available.

Merchants are encouraged to explore our selection of the top merchant account providers for more competitive options and terms.

Capital Bankcard Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
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, there are very few Capital Bankcard 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. In general, this compares favorably to our list of best credit card processors.

No Deceptive Rates

Capital Bankcard does not list any misleading quotes or unrealistic guarantees on its website. This, combined with the 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.

Our Capital Bankcard Review Summary

Our Final Thoughts

Capital Bankcard rates as one of the better merchant account providers in the credit card processing industry according to our criteria. The company excels in managing its resellers, effectively minimizing issues and promoting fair pricing and equitable contract terms. This proactive approach ensures that merchants receive transparent and honest service, setting Capital Bankcard apart from many competitors in the industry.

Beyond competitive costs, Capital Bankcard distinguishes itself with exceptional customer service. The company is diligent in addressing and resolving issues promptly, preventing minor problems from escalating into formal complaints. This commitment to customer satisfaction is a key factor in its high rating. However, potential clients should exercise caution by ensuring they deal with a reputable agent and comparing Capital Bankcard’s pricing and terms to those of top-rated merchant account providers. By doing so, businesses can secure the best possible deal and enjoy the full benefits of Capital Bankcard’s services.

Location and Ownership

Capital Bankcard is headquartered at One Federal St, 2nd Floor Boston, MA and Henry Helgeson is the CEO of the company. Capitalbankcard.com is a registered ISO/MSP US Bank-Minneapolis MN, National Association Buffalo, NY; Elavon, Inc. Georgia; and Wells Fargo Bank, N.A., Concord, CA.

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Which is Most Important for You?

If you had to pick one, which quality would you say will be the most important with your next credit card processor? Tap or click your selection to register your vote:

  1. Low Transaction Fees
  2. No Monthly Fees
  3. No Contract
  4. Reliable Customer Support
  5. Quick Signup

Testimonials & Complaints

How Did Capital Bankcard Treat You?

22 User Reviews

  • CRS Auto Repair

    Capital Bankcard is just a fee-driven rip off of small businesses! I switched to them under the assurance their processing fees were lower than square. NOT so, they have recently started charging me an extra $125 per month for “PCI non-compliance” — when I challenged them on this I was told I had to ensure my network was “compliant.” I completed a 200+ question form and then they scanned my “network” — (I use a mobile device for customer credit card charges) and it repeatedly “failed” their scan. At that point I chose to close my account and switch to another card processor, and was told told that since I cancelled after the 5th business day of the month, I would be charged a full months fees, even though I have had no transactions! I challenged that, as was told it was “policy” and I just had to suck it up…

    If you’re a small business, you should avoid them like the plague. Their hidden fees will kill you.

  • Demond

    Eric Morales did everything as promised. He also from time to time checks in to make sure things are still going o.k. plus keeps me updated on what Capital has available. I look forward to a long productive business relationship.

  • Zach

    Just started with these Gents. We are in an indutry where getting a processing account is difficult at best. We do few transactions but large transactions leaving a lot of risk to the processor. After 3 failed attempts we were connected with BBC. They got us over the hurdles and had us up and running in no time. With great service, fair fee structure and excellent cust. serv I know we will be working together for a very long time.

    Thank you again

    S

  • scot daros

    My sales associate Eric is awesome, always there helping me set up and knowledgeable . If he’s not avaible Chris is. both very helpful and there for me,
    i started with the mobile app, had a few glitches at first setting up. they help me thru it and all good to go even got my reader, it came with 2 little rubber duckies for my kids,they love them, kind ,helpful. great experience working with them.

  • Scott Boggess

    Capital Bankcard is a Great Card Processing / Financial Products Provider, State of the art products and services, Competitive Rates and reachable, attentive customer service. We were using Square– couldn’t get anyone on the phone, when they (Square) balked at processing $10k+ transactions, creating crisis and headaches for us, we contacted Chris Kille with Capital Bankcard. It may sound cliche but they really are small enough to serve and big enough to provide… what Square could or would not do and for a lot less $.

  • Anthony Siders

    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.

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  • Randy Wheeler

    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

  • Alla Hatcher

    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.

  • Stuart Long

    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.

  • INGRID J

    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.

  • Dale

    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

  • Peter Capizzi

    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.

  • Joshua Ball

    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.)

  • Joshua

    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.

  • Federico Roe

    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..

  • Dave P

    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.

  • Fred Smith

    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!!

  • Lynn Loichle

    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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