Chase Merchant Services Review

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.”