Capital Bankcard Review

3 Replies

Credit Card Processors
Capital Bankcard Logo
Category Breakdown
Sales & Marketing rated A
Costs & Contract rated A
Complaints & Service rated A
BBB Rating rated A minus

Overall Rating

"A" Credit Card Processor Rating


Overview

Capital Bankcard (capitalbankcard.com) is one of the best-rated credit card processors to be reviewed to date. There may be some confusion about this processor because there is an independent reseller that goes by the name of “First Capital Bankcard.” Capital Bankcard has an independent reseller/agent program that allows other companies and individuals to resell its services, and First Capital Bankcard is one of those resellers. “First Capital Bankcard” is not a processor, but is actually a company called the “Greengold Consulting Corp” which markets Capital Bankcard credit card processing with the domain name of firstcapitalbankcard.com.

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

Capital Bankcard Products and Services Industries Served
  • Retail
  • Mobile
  • E-commerce
  • MOTO

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Sales & Marketing | A

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

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. In general, Capital Bankcard does not appear to engage in any deceptive sales tactics, and the company’s low complaint rate seems to indicate that its agents are forthright when it comes to rate quoting and contract term disclosure.

Capital Bankcard Marketing Example

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Costs & Contract | A

Key Points – Costs & Contract Terms
Swiped rate: Variable
Keyed-in rate: Variable
Termination fee: Variable
PCI compliance fee: $79 per year
Equipment lease: Variable

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. Overall, Capital Bankcard offers low-commitment, low-cost terms to most of its merchants. See the Capital Bankcard Merchant Application.

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Complaints & Service | A

Key Points – Complaints & Service
Total complaints: <10
Live customer support: Yes
Most common complaint: N/A

Capital Bankcard has a very low amount 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 are either more than three years old or are not specific in the issues they cite. 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 excellent job of anticipating and responding to complaints.

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BBB Report | A-*

Key Points – BBB Report
Product/service: 5
Billing/collection: 7
Advertising/sales: 0
Guarantee/warranty: 0
Delivery: 0

As of this review, Capital Bankcard has an “A+” rating with the Better Business Bureau and has received 12 complaints filed with the BBB in the last 36 months. Of these complaints, seven were related to billing and collection issues, while five were related to the product or service. The company resolved three complaints to the merchants’ satisfaction, while the other nine were either resolved to the dissatisfaction of the merchant or did not receive a final assessment from the merchant. The company also has eight negative reviews posted to its profile, but these reviews aren’t vetted by the BBB. Given the company’s complaint rate and resolution ratio, we have adjusted the BBB’s rating to an “A-.”

* Denotes CPO-adjusted BBB score

Related: Best Processors For E-Commerce

Bottom Line


Capital Bankcard Review

Rated 4.4 out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2015-06-05

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 because each agent has control of many of the terms of the contract, including rate, monthly fees, and cancellation fees.

This review was originally published on 3/13/11 and was last updated on 6/5/15.

Leave your review of Capital Bankcard in the comment section below:

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3 comments

  1. 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.

  2. 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!!

  3. 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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