Chase Merchant Services Reviews & Complaints

Chase Merchant Services Logo
4.3/5
full star idicating a 4.3 out of 5 star rating full star idicating a 4.3 out of 5 star rating full star idicating a 4.3 out of 5 star rating full star idicating a 4.3 out of 5 star rating empty star indicating a 4.3 out of 5 star rating

How did they treat you? ▼

Company Overview

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.

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…
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.

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 Total

For a company of its size and time in business, there are a low number of negative Chase Merchant Services reviews 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 clients 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 Customer Service Number

  • (877) 843-5690 – Sales

Other Support Options

  • Support Form

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 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 business owners 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 negative Chase Merchant Services reviews about 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 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.

Our Chase Merchant Services Review Summary

Our Final Thoughts

Overall, Chase Merchant Services scores much better than most credit card processing providers of its size. Business owners 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 businesses than for brand-new businesses.

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Testimonials & Complaints

How Did Chase Merchant Services Treat You?

4 User Reviews

  • 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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