Chase Merchant Services Review

Variable Contract Terms

Pricing and contract terms of Chase Merchant Services merchant accounts may vary based on several factors including a merchant’s processing needs, sales volume, and the agent or sub-ISO setting up the account. 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.

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.

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 Support Options

Complaint 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.

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.

Profile Under Review

The Better Business Bureau currently does not assign Chase Merchant Services a rating due to the fact that Chase is “in the process of responding to 1 previously closed complaints that have been reopened.” This does not seem like a sufficient reason to withhold an overall rating, so we will proceed to assess the company’s BBB performance by our own criteria.

Over 30 Complaints

As of this update, the Better Business Bureau continues to refer to Chase Merchant Services as “Chase Paymentech” and is not showing accreditation for the company. The BBB has previously assigned the company a “B-” rating and is showing 33 complaints filed in the last 36 months. Of the reports, 22 are regarding problems with products and services, 10 with billing and collection, and one with an advertising and sales issue. Four complaints were successfully resolved by Chase Merchant Services, and 23 complaints either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant. Six complaints, however, did not receive any response or resolution whatsoever from Chase. The BBB cited these unaddressed complaints as the primary factor lowering Chase’s rating.

What Merchants Say

Chase Merchant Services has also received 16 informal reviews to its BBB profile, two of which are positive in tone and 14 of which are negative in tone. The most recent review describes poor customer support:

Chase Paymentech is garbage. Their support staff has no idea what they are talking about. The solution is an absolute nightmare to integrate. The user interface looks like something out of the 90’s. It is incredible that a company like Chase with almost limitless resources would but out such a horrible solution. If I could leave a negative review I would.

This merchant’s complaints about Chase’s badly designed user interface may be best addressed by working with a top-rated mobile or e-commerce merchant account provider.

A “C” Performance

Taking all of these factors into account, we have slightly adjusted the BBB’s rating to a “C” at this time.

In-House Agents and Resellers

This reviewer 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.