Connected.co Overview

Connected.co May Have Overcharged You

If you accepted credit cards through Connected.co or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.

A Full-Service Merchant Account Provider

Founded in 1998, Connected.co is a merchant account provider that specializes in serving high risk and hard-to-place business types. The company advertises that it can assist medical marijuana vendors with payment processing, but it does not explicitly state whether it can process credit card payment payments for marijuana and CBD merchants. According to its website, Connected.co also serves several other types of high risk merchants, including adult, nutraceutical, debt collection, online dating, multi-level marketing, and other industries.

Connected.co Location and Ownership

Connected.co is headquartered at 520 Broadway, Santa Monica, California, and does not list its acquiring bank. JW Epply is the CEO of Connected.co.

Connected.co Review Table of Contents

  • Costs & Contract: Connected.co offers variable contract terms depending on each merchant’s business type, size, and processing history.
  • Complaints & Service: Connected.co has received fewer than 10 public complaints.
  • BBB Rating: Connected.co currently has an “A+” rating with the Better Business Bureau and has received 0 complaints in the last 3 years.
  • Sales & Marketing: Connected.co hires independent sales agents but has not received any complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Connected.co
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Products & Services Offered

Types of Businesses Served

  • Retail
  • E-commerce
  • Nutraceuticals
  • Medical cannabis
  • High risk

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Connected.co Rates, Fees, and Costs

Key Points

Swiped Rate 1.00% - 4.99%+
Keyed-In Rate 1.00% - 4.99%+
Virtual Terminal Rate 1.00% - 4.99%+
Payment Gateway Fee Undisclosed
Early Termination Fee Undisclosed
PCI Compliance Fee Undisclosed
Equipment Lease Terms Undisclosed

Connected.co Contract Terms

There is no publicly available information about the standard Connected.co contract at this time. It is likely that the company customizes its pricing and terms according to each merchant’s business type, location, and processing history. The company’s wide range of preferred merchant types means that it could offer long-term equipment leases for certain merchants’ needs.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Connected.co also dedicates a portion of its website that advertises its virtual terminal and payment gateway services. However, pricing on either of those services is not disclosed. Additional fees, including gateway fees, technical support fees, and batch fees may apply to these e-commerce services.

High Risk, High Fees

High risk payment processors tend to charge higher-than-average rates due to the increased risk of chargebacks in high risk industries. They may also enforce cash reserves to insulate themselves from fraud losses. High risk merchants should therefore expect to receive stricter contract terms when processing payments through Connected.co.

No Red Flags

The total absence of complaints about the company’s contract terms merits an “A” in this category, but it should be noted that we are assigning this grade without any verified knowledge of specific pricing. It is unlikely that Connected.co’s high risk pricing will be competitive with the cheapest merchant accounts.

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Response from Connected.co

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Connected.co Complaints & Customer Reviews

Key Points

Total Online Complaints <10
Live Customer Support No
Most Common Complaint N/A

No Public Complaints

We are currently unable to locate any Connected.co complaints that accuse the company of being a ripoff or a scam. This seems to indicate that Connected.co employs a proactive and available customer support team, as high risk processors typically receive more complaints than standard-risk processors.

Connected.co Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against Connected.co. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Connected.co Customer Support Options

The Connected.co website provides general phone and email contact information but does not list a dedicated customer support number. We will award Connected.co an “A” rating in this category, but the company’s current customer support options do not qualify it as a top-rated customer service processor.

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Response from Connected.co

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Connected.co BBB Rating Summary

Key Points - BBB

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

Clean Complaint Record

Connected.co has an “A+” rating with the Better Business Bureau and has been BBB accredited since 2016. The company has received 0 complaints in the past 36 months. It also has not received any informal reviews.

An “A” Performance

Given the company’s clear complaint record, we agree with the BBB’s rating at this time. Merchants should note, however, that there are good reasons to be skeptical of the BBB’s rating system.

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Response from Connected.co

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Truth In Marketing & Advertising

Key Points

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

Inside/Outside Sales Team

Connected.co appears to rely on a combination of independent resellers and in-house staff to market its services. There is no evidence at this time indicating that the company employs a large team of independent sales agents, and we are unable to locate any Connected.co complaints that report unethical behavior by the company’s sales staff.

No Misleading Quotes

Connected.co does not appear to engage in any deceptive advertising strategies in its official materials. If you suspect that Connected.co is charging you undisclosed fees, we recommend seeking a third-party statement audit to eliminate hidden charges.

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Response from Connected.co

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Connected.co Logo

Our Opinion of Connected.co

A Reliable Option for Most Merchants

According to all available information, Connected.co rates as a dependable merchant services provider. There is not a lot of specific information available about the company’s sales tactics or contract terms at this time, but its clean complaint record is a very positive sign. Even when dealing with companies that rate highly by our standards, we urge merchants to thoroughly examine the terms of any contract they are given and to compare its pricing to top-rated high risk processors.

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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 and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, 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 on this website.

How I Can Help You

I specialize in helping businesses get refunds of excessive fees and have recovered $1,567,184 this year alone! Submit a recent statement below to find out if you are getting overcharged. I'll take a look at it for free. If I find fees that can be refunded, hire me on contigency. I only get compensated if I put money back into your pocket.

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