Charge.com Review

6 Replies

Credit Card Processors
Charge.com Logo
Category Breakdown
Sales & Marketing rated D
Costs & Contract rated D
Complaints & Service rated C minus
BBB Rating rated A

Overall Rating

"C-" Credit Card Processor Rating


Overview

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 (a subsidiary of 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. Greg Danzig is listed as the president of Charge.com.

Charge.com Products and Services Industries Served
  • Retail
  • Mobile
  • E-commerce
  • MOTO
  • Restaurant
  • Professional service

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Sales & Marketing | 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 advertises rates “as low as 0.25%” on its homepage and a transaction fee “as low as $0.15″ on its pricing page. Charge.com promotes these rates in a way that fails to disclose the Downgrade Fees for Mid-Qualified and Non-Qualified transactions. Additionally, the website quotes reviews from companies like Apple, NBC Internet, America Online, and Yahoo!, but it doesn’t provide links to these sources or explain why these companies would be reviewing Charge.com. In general, Charge.com appears to rely heavily on selective disclosure and vague testimonials to build trust with merchants.

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Costs & Contract | 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. See the Charge.com Terms and Conditions.

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Complaints & Service | C-

Key Points – Complaints & Service
Total complaints: 40+
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.

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BBB Report | A*

Key Points – BBB Report
Product/service: 2
Billing/collection: 0
Advertising/sales: 4
Guarantee/warranty: 1
Delivery: 0

As of this update, the Better Business Bureau is reporting that Charge.com is not BBB accredited. The report shows an “A+” rating for the company with only seven complaints filed in the last 36 months, which is significantly reduced from 34 complaints as of our last update. Of the total, two have to do with service problems, four are due to advertising and sales issues, and one is related to a guarantee or warranty issue. Charge.com has resolved two of the complaints to the merchant’s satisfaction, while the remaining five were either resolved to the dissatisfaction of the merchant or did not receive a final assessment from the merchant. In light of the company’s dramatically reduced complaint total and resolution ratio, we have only slightly adjusted the BBB’s rating to an “A.”

* Denotes CPO-adjusted BBB score

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Bottom Line


Charge.com Review

Rated 2.1 out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2015-06-04

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 by eliminating future complaints regarding deceptive sales tactics.

This review was originally published on 1/17/12 and was last updated on 6/4/15.

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

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6 comments

  1. Mark Trujillo

    worst experience ever. Got charged so many fees that im doubling my fees with my own bank with stop payments. They advertise one thing, but they neglect to tell you that their several departments have their own billing processes. We’re warned about scam artist? These crooks are those very ones we were warned about. If you havent signed up with them, do a full research first .

  2. 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.

  3. 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

  4. 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!

  5. 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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