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Company Overview
Based out of Dallas, Texas, Chase Merchant Services 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.
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.
Video Summary
Table of Contents
- Costs & Contract: Offers variable contract terms that depend on the merchant’s size, business type, and…
- Complaints & Service: Has received more than 60 public complaints regarding…
- BBB Rating: No longer has a Better Business Bureau profile. The former link now leads to the…
- Sales & Marketing: Does not hire independent sales agents and has received a low number of complaints about its…
Chase Merchant Services Reviews and Complaints
Here's What Their Clients Say
Complaint Summary
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Total Online Complaints
60+
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Live Customer Support
Yes
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Most Common Complaint
Hidden Terms
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Low Complaint Total
For a company of its size and time in business, Chase Merchant Services has a low number of complaints filed online in the usual forums. The common themes among the approximately 60 negative Chase Merchant Services reviews are merchants reporting non-disclosure of a service length agreement and cancellation fee, fund-holds, unexpected PCI Compliance fees (these appear to be charged by sub-ISOs and not Chase Merchant Services), poor customer service, and difficulty resolving chargebacks.
Chase Merchant Services Lawsuits
We have not found any outstanding class-action lawsuits or FTC complaints filed against Chase Merchant Services. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Chase Merchant Services Customer Support Options
Complaints continue to appear beneath our Chase Paymentech review at a slow but regular pace. However, these complaints cover a wide range of issues and do not suggest that a specific problem has emerged at Chase. With Chase’s huge size, the limited number of complaints seems to indicate that most of its reviews are isolated incidents and not a sign of widespread issues. Chase Merchant Services offers 24/7 phone support to all of its merchants, which is the bare minimum we expect from top-rated merchant accounts for great customer service.
Chase Merchant Services BBB Rating and Report
Our Better Business Bureau Profile Assessment
BBB Summary
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Product & Service Complaints
28
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Billing & Collection Complaints
13
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Advertising & Sales Complaints
0
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Guarantee & Warranty Complaints
0
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Delivery Complaints
0
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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. Of the 41 total complaints, 28 were regarding problems with products and services, and 13 regarding billing and collection. 13 complaints were successfully resolved by Chase Merchant Services, and 28 complaints either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.
What Merchants Say
Chase Merchant Services had also received 17 informal reviews to its old BBB profile, 2 of which are positive in tone and 15 of which are negative in tone. The most recent review describes 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 merchant’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. Merchants in similar situations should research how to fight chargebacks and resolve funds 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 and Rates
A Closer Look at the Contract
Cost Summary
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Debit Swiped Rate
1.99% + $0.15
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Credit Swiped Rate
2.99% + $0.15
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Flat Keyed-In Rate
2.90% + $0.25
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Gateway Fee
Undisclosed
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Virtual Terminal Rate
Undisclosed
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Early Termination Fee
None
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PCI Compliance Fee
None
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Equipment Lease Terms
24 Month (locked)
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Variable Contract Terms
Chase Merchant Services merchant accounts provide 3 different rates. Debit transactions are charged a swipe rate of 1.99% plus $0.15. Credit transactions are assessed a swipe rate of 2.99% plus $0.15. A flat rate for both credit and debit transactions that are keyed-in is charged at 2.90% plus $0.25. In most cases where Chase Merchant Services sets up the account directly, the company offers month-to-month contracts, no cancellation fees and no PCI compliance fees.
Merchants who accept a “free terminal” may be subject to a 24-month service agreement, which is a common practice when a provider gives away equipment. The cancellation fees under the 24-month agreement may vary based on the type of equipment, so merchants are strongly encouraged to read their contracts before signing any documents.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Chase Merchant Services also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. However, pricing is not disclosed on either of those services, though it appears that the company’s 2.90% plus $0.25 flat keyed-in rate applies to online transactions. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
Few Contract Complaints
There are very few complaints about Chase’s pricing and terms considering its size. In fact, the company’s fee structure has the potential to compete with even the cheapest merchant accounts. To learn everything about rates and fees, and how to get the lowest pricing the credit card processing industry offers, check out Fee Sweep.
Chase Merchant Services Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Key Points
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Employs Independent Resellers
Yes
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Advertises Deceptive Rates
No
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Discloses All Important Terms
No
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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 have 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.
Chase Merchant Services Review Summary
Our Final Thoughts and Opinions
A Solid Option for Large Businesses
Overall, Chase Merchant Services scores much better than most processors of its size. Merchants are encouraged to make sure they understand all of the terms of their merchant account contract because most of the company’s complaints can be traced to this problem. Chase Merchant Services can improve its rating in this review by eliminating cancellation fees with all of its account types. For now, the company is a better option for large, established merchants than for brand-new merchants.
Bryan
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.
CPO
Robert,
You may find this article helpful: How to Make a Payment Processor Release Your Money.
-Phillip