Chase Merchant Services Review

Chase Merchant Services Overview

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The Payment Processing Division of JPMorgan Chase

Based out of Dallas, Texas, Chase Merchant Services (merchantservices.chase.com) 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

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, 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.

Chase Merchant Services Location and Leadership

Chase’s headquarters can be found at 14221 Dallas Pkwy, Dallas, Texas 75254. Matt Kane is the CEO of Chase Merchant Services.

Chase Merchant Services Review Table of Contents

  • Costs & Contract: Chase Merchant Services offers variable contract terms that depend on the merchant’s size, business type, and processing history.
  • Complaints & Service: Chase Merchant Services has received more than 60 public complaints.
  • BBB Rating: Chase Merchant Services currently does not have a rating with the Better Business Bureau and has received 35 complaints and 16 reviews n the last three years.
  • Sales & Marketing: Chase Merchant Services does not hire independent sales agents and has received a low number of complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Chase Merchant Services

Chase Merchant Services Statement Analyzer

Find hidden fees, pricing errors, and overcharges in your Chase Merchant Services merchant account statement. Not with Chase Merchant Services? That's ok, we can find excessive fees in any credit card processing statement. We've already found $1,156,834 in hidden fees this year! Submit a recent statement to try it out for free!

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Products & Services Offered

Types of Businesses Served

  • Most business types of any size, including retail, mobile, e-commerce, international, and non-profit

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Chase Merchant Services Rates, Fees, and Costs

Key Points

Debit Swiped Rate 1.99% + $0.15
Credit Swiped Rate 2.99% + $0.15
Flat Keyed-In Rate 2.90% + $0.25
Early Termination Fee None
PCI Compliance Fee None
Equipment Lease Terms 24-month (locked)

Variable Contract Terms

Chase Merchant Services merchant accounts provides three 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.

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.

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Response from Chase Merchant Services

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Chase Merchant Services Complaints & Customer Reviews

Key Points

Total Online Complaints 60+
Live Customer Support Yes
Most Common Complaint Hidden Terms

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

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.

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Response from Chase Merchant Services

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Chase Merchant Services BBB Rating Summary

Key Points - BBB

Product & Service Complaints 24
Billing & Collection Complaints 10
Advertising & Sales Complaints 1
Guarantee & Warranty Complaints 0
Delivery Complaints 0

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.

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 35 complaints filed in the last 36 months. Of the reports, 24 are regarding problems with products and services, 10 with billing and collection, and 1 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.

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Response from Chase Merchant Services

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers Yes
Advertises Deceptive Rates No
Discloses All Important Terms No

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.

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Response from Chase Merchant Services

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Chase Merchant Services Logo

Our Opinion of Chase Merchant Services

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 and responding to complaints through the BBB. For now, the company is a better option for large, established merchants than for brand-new merchants.

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Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing

I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so built this website to help small business owners research which service providers to use and how to save money on rates and fees. I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers here. I can help you save money with your current merchant account or help you find a new one. Message me here to get started.

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