Chase Merchant Services Reviews & Complaints

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4.3
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Pros & Cons
Pros: Cons:
24/7 Support: Offers round-the-clock customer support. Hardware Compatibility: Software works only with approved Chase hardware.
No Monthly Fees: Generally, Chase doesn't charge monthly fees for their merchant services. US-Centric: Services are predominantly suited to US-based businesses.
Direct Processor: Being a direct processor, Chase can provide faster payments. Chase Account Required: For the fastest payouts, a Chase business checking account is necessary.
Global Brand: Chase is a well-known global brand, which can instill trust. Complex Pricing: Pricing structures can be complex and varied.
Diverse Hardware Options: Offers a range of mobile and countertop terminals. Limited POS Systems: Limited options for traditional POS setup kits.
Comprehensive Reporting: Provides detailed reports and analytics for better business insights. Slow Onboarding: The onboarding process can be slower compared to competitors.
Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

Overview

In this review of Chase Merchant Services, we will provide a detailed overview of the company's credit card processing services. We will cover the range of services they offer, including point-of-sale (POS) systems, mobile payment solutions, and e-commerce capabilities. The review will identify the types of businesses that might benefit from these services. Additionally, we will examine client and customer reviews to highlight common trends and potential concerns. The article will also address the company's pricing structure, contract terms, and specific features provided. By the end of this review, you will understand whether Chase Merchant Services meets your payment processing needs.

About Chase Merchant Services

Based out of Dallas, Texas, Chase Merchant Services, also known as Chase Payment Solutions, is one of the largest merchant account providers in the United States. Although it has operated under different business names due to various acquisitions and joint ventures, Chase Merchant Services has been in existence since 1985.

Chase Merchant Services History

Previously known as “Chase Paymentech” since its acquisition of Paymentech in 2000, the company rebranded its global ISO operations as “Chase Commerce Solutions” in late 2015. In January 2016, First American Payment Systems acquired all of Chase Commerce Solutions's operations. Today, Chase's merchant services products are marketed as the Chase Merchant Services branch of JPMorgan Chase & Co., but the Chase Paymentech brand is still found on some of the company's products.

Chase acquired WePay in October 2017, which could signal that the company plans to focus on building e-commerce platforms going forward. The company has also achieved some recognition as the back-end processing network for the popular mobile credit card processing app Square.

Video Summary

Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

Chase Merchant Services Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints 60+
Live Customer Support Yes
Most Common Complaint Hidden Terms
Recent Lawsuits No

Low Complaint Volume for Chase Merchant Services

Considering its substantial size and extensive time in the business sector, Chase Merchant Services has a relatively low number of negative reviews online. Out of approximately 60 negative reviews, the most common issues reported by merchants include nondisclosure of service agreement terms and cancellation fees, fund holds, unexpected PCI Compliance fees (often charged by sub-ISOs rather than directly by Chase Merchant Services), substandard customer service, and challenges in managing chargebacks. This suggests a need for transparency and better communication in certain areas of their service.

Chase Merchant Services Legal Matters

Our research did not uncover any active class-action lawsuits or Federal Trade Commission (FTC) complaints against Chase Merchant Services. Clients who prefer to address disputes through non-litigious means are encouraged to report their issues to appropriate supervisory organizations.

Chase Merchant Services Customer Support Evaluation

While our Chase Paymentech review continues to receive a steady stream of complaints, these cover a broad spectrum of issues, not pointing to any specific, systemic problem within Chase. Given the vast scale of Chase, the quantity of complaints is comparatively minimal, suggesting that most concerns are isolated incidents rather than indicative of widespread problems. Chase Merchant Services provides 24/7 phone support to all merchants, which aligns with the standards expected from top-rated merchant accounts for excellent customer service.

Chase Merchant Services Contact Information

  • (877) 843-5690 – Sales Inquiries

Additional Support Resources

  • Online Support Form for Customer Assistance

This article, enriched with SEO-optimized keyphrases like “reviews,” “complaints,” “customer reviews,” “customer complaints,” and “Chase Merchant Services review,” aims to provide a balanced overview of the company. Your input and experiences with Chase Merchant Services are highly valued and can be shared in the comments section below to further inform potential clients and customers.

Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

Chase Merchant Services Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Reports 56

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.

Nearly 40 Complaints

As of this update, the Chase Merchant Services BBB profile has been merged into the larger JPMorgan Chase & Co. profile, so we will not use that to evaluate it as a processor. At our previous update, the Better Business Bureau had a profile for Chase Merchant Services as “Chase Paymentech” and did not show accreditation for the company. The company had a “B” with the BBB at that time. Despite this, its profile showed 39 complaints filed in the last 36 months.

What Merchants Say

Chase Merchant Services had also received 17 informal reviews to its old BBB profile, 2 of which were positive in tone and 15 of which were negative in tone. The most recent review described poor customer support:

Regretfully I read the reviews too late. We too have been a long standing customer for over 30 years. We implemented an e-commerce system and had fraudulent transactions. I do agree with the other reviews. No customer support at all. We lost the money and chase never helped us with any of these fraud reports. They don’t care about their customers at all. We were told they closed our merchant account due to the high volume of fraudulent reports and we have to find another provider. After working with this company for so long, just disgusted how they treated a long standing customer. We are now looking for other companies as we will not ever go back.

This client’s complaints about Chase Merchant Services chargeback policy and account holds convey the importance of finding a merchant account provider who is best suited for your type of business. Businesses in similar situations should research how to fight chargebacks and resolve fund-holds.

A “B” Performance

In light of the company’s previous complaint rate and resolution ratio, we agree with the BBB’s rating of a “B.”

Chase Merchant Services Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties No
Monthly & Annual Fees Possible
Processing Rates Variable
Equipment Leasing Yes

Variable Contract Terms

Chase Merchant Services offers varied rates for merchant accounts. Debit transactions incur a swipe rate of 1.99% plus $0.15, while credit transactions are charged at 2.99% plus $0.15. Keyed-in transactions, both credit and debit, are billed at a flat rate of 2.90% plus $0.25. Typically, when accounts are set up directly through Chase Merchant Services, merchants are offered month-to-month contracts without any cancellation fees or PCI compliance fees.

Merchants opting for a “free terminal” might be subject to a 24-month service agreement, a common condition for receiving complimentary equipment. The cancellation fees within this 24-month term can differ depending on the equipment’s type, urging business owners to thoroughly review their contracts prior to commitment.

Virtual Terminal and Payment Gateway Pricing

Chase Merchant Services extends its offerings to include virtual terminal and payment gateway services, although specific pricing details for these services are not publicly disclosed. It is indicated that the company’s flat keyed-in rate of 2.90% plus $0.25 might also apply to online transactions. Typically, additional charges such as gateway fees, technical support fees, batch fees, and extra transaction rates are applicable to these e-commerce solutions.

Few Contract Complaints

The number of negative reviews concerning Chase Merchant Services’ pricing and contract terms is minimal relative to its market presence. The company’s pricing structure is competitive, potentially aligning with the most affordable merchant accounts. For comprehensive insights into rates, fees, and securing the best pricing within the credit card processing industry, exploring additional resources such as Fee Sweep is recommended.

Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

Chase Merchant Services Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Uses Independent Resellers Yes
Telemarketing Yes
Misleading Marketing No
Discloses All Important Terms No

In-House Agents and Resellers

We have found no uses of deceptive advertising or rate quoting by Chase Merchant Services. The company appears to primarily market its services through partnered sub-ISOs and telemarketing. Interestingly, Chase Merchant Services does not appear to recruit independent outside agents directly but instead forwards applicants to the sub-ISOs who hire independent agents.

Few Sales Complaints

The use of independent agents often results in numerous merchant complaints due to a lack of direct control over their marketing and sales tactics. Since Chase Merchant Services does not hire its agents directly, it is not suffering the usual complaints that are associated with the practice. It is entirely possible that the sub-ISOs that hire these agents receive the typical complaints, but there is no indication of Chase Merchant Services itself being the source of any misleading marketing or tactics. In addition, the complaints that do exist are low in number and inconsistent in their content. If you suspect that a Chase Merchant Services representative has added undisclosed fees to your contract, we recommend seeking a third-party statement audit to find and eliminate hidden charges.

Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

Our Chase Merchant Services Review Summary

Our Final Thoughts

Chase Merchant Services scores much better than most credit card processing providers of its size. The company’s extensive resources and established reputation in the financial sector contribute to its favorable standing. However, it is crucial for business owners to thoroughly understand all the terms of their merchant account contracts. Many of the complaints associated with Chase Merchant Services can be traced back to misunderstandings or lack of clarity regarding contract terms, which underscores the importance of careful review and negotiation.

Chase Merchant Services has the potential to improve its rating by addressing key issues that have been raised by its clients. Specifically, the company could enhance customer satisfaction by eliminating cancellation fees across all account types, which would make its services more attractive to a broader range of businesses. Chase Merchant Services is a better fit for large, established businesses that have the resources and experience to navigate its contract terms effectively. New and smaller businesses might find better options by comparing offerings from top-rated merchant account providers that cater more specifically to their needs.

Location & Ownership

Chase Merchant Service’s headquarters can be found at 14221 Dallas Pkwy, Dallas, Texas 75254. James Dimon is the CEO of JPMorgan Chase & Co.

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Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

Testimonials & Complaints

How Did Chase Merchant Services Treat You?

Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<

5 User Reviews

  • Nick

    Numbered Corp

    Stay away from chase, especially if you’re a small business. They set up my numbered company. I told them I had 2D. B. A’s that were not articled, but my numbered company is on every invoice.

    As soon as I did anything with my second d b a, they put it into review, took them fourteen days to even tell me what the problem was. And now they are closing my account.

    The sales rep set up. My account is just gonna throw this back on me and say I should have only been doing business under one of my D. B. As. Even though the account is set up under my numbered company in every invoice includes my numbered company.

    You get the garbage service. You’d expect from a giant company that doesn’t give a crap about you.

  • Danny Greene

    Stay away from Chase!! They will hold your money and flat tell you they are doing it cause they can. As a small business I’ve lost jobs because they decided to hold money for no reason. I filed a complaint with the comptroller of currency and their response was the same. They stated they can hold your money if they want too. I will be seeking legal advice and looking into a class action suit against them.

  • Bryan

    WPS

    USER BEWARE

    If you use the Chase Quick Accept card reader or manually enter a cc number to accept a payment for services you’ve provided and/or materials you’ve already paid for, be ready for Chase to hold your money for a full 5 business days and give you little to no information while you wait. If you’re a family owned small business like us and just starting out, you need the income from your sales to help cover your daily operating costs and this service makes it really hard to do that because of the holds. Not to mention how frustrating their customer service is when they won’t give you a straight answer as to where the money is and why it isn’t in the account when the transaction is showing “Completed” on your banking app. I will definitely be going back to Square

  • ROBERT HUPP

    Warning!

    If you accept payments in excess of 1k Merchant services will flag it, you will NOT be informed, and they will review it for 5-7 business days before they release it. I use a different merchant service for my other business and have no problems with this, but Chase in a whole other animal. Customer service will not help you. It will take a year for them to “review” your deposits and maybe raise your average deposit, in the meantime collecting mad interest on YOUR operating capitol. Which means for that entire year anything over 1k will be held until they are done fingering your money. Bad business. After this deposit is done I am cancelling this account.

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Overcharges Reported

Getting the lowest costs with Chase Merchant Services?
Probably not.
>>> See what we are finding <<<