Electronic Payment Exchange 2023: Reviews & Complaints
Electronic Payment Exchange is an international merchant account provider that serves a wide range of business types. Launched in 1979, the company also operated under the name of Phoenix Payment Systems before Phoenix’s assets were fully absorbed by EPX. Electronic Payment Exchange is branded as a North American Bancard company. According to an employee’s comment below this review, this means that EPX is a processing platform owned by North American Bancard, and that North American Bancard representatives board their merchants to the EPX platform.
Electronic Payment Exchange Payment Processing
Electronic Payment Exchange offers payment processing solutions for businesses, including credit card processing, debit card processing, and ACH payments. They provide a variety of payment processing options, including POS systems, mobile payment solutions, and virtual terminals. Their payment processing services are designed to be fast, secure, and reliable.
Electronic Payment Exchange provides a range of merchant services to help businesses manage their payments and reduce the risk of financial loss. These services include recurring payments, chargeback management, and fraud prevention tools. They also offer customized payment solutions to meet the unique needs of individual businesses.
Electronic Payment Exchange offers e-commerce solutions that enable businesses to sell their products and services online and accept payments through their website. Their e-commerce platform is designed to be easy to use and integrate with existing websites. This service also includes fraud prevention and chargeback management tools to protect businesses from financial losses.
Electronic Payment Exchange provides a virtual terminal solution that enables businesses to accept payments over the phone or through mail orders. This solution is designed to be easy to use and provides businesses with the flexibility to accept payments from anywhere.
Location & Ownership
Electronic Payment Exchange is headquartered at 250 Stephenson Highway Troy, Michigan. Ray Moyer is listed as the CEO of Electronic Payment Exchange.
Table of Contents
- Costs & Contract: Appears to offer a multi-year contract through North American Bancard with…
- Complaints & Service: Complaints number fewer than 10 on…
- BBB Rating: No longer has an individual profile with…
- Sales & Marketing: Does not appear to hire independent sales representatives and has received…
Electronic Payment Exchange Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||<10|
|Live Customer Support||Yes|
|Most Common Complaint||N/A|
Low Complaint Total
As of this update, we are able to locate a handful of negative Electronic Payment Exchange reviews, and none accuse the company of being a scam or a ripoff. One Electronic Payment Exchange complaint does, however, state that Electronic Payment Exchange is basically the same organization as North American Bancard with the same exact pricing. Two other Electronic Payment Exchange complaints express frustration with a rude or unhelpful customer support team. This is not a positive sign for EPX’s customer service, but the company’s low overall complaint total indicates that it does not receive the blame for North American Bancard’s well-documented failings. If you have your own Electronic Payment Exchange review to make, please do so in the comments below.
Electronic Payment Exchange Lawsuits
While Electronic Payment Exchange has not been the subject of any lawsuits or FTC complaints, its parent company North American Bancard has a sordid legal history, to say the least.
In September 2002, the State of Arizona filed a complaint against a business that processed through North American Bancard, a Nevada corporation called CP Direct, Inc., alleging violations of the Arizona Racketeering Act. CP Direct ultimately admitted to defrauding tens of thousands of customers by falsely advertising penis enlargement supplements. As a result, the company was ordered to pay restitution of more than $4 million and to forfeit assets totaling over $45 million. In May 2004, the receiver for CP Direct, Lawrence J. Warfield, filed suit against Marc Gardner of North American Bancard alleging violations under the RICO Act, conversion, and unjust enrichment.
Specifically, Warfield’s complaint alleged that Global Payments, the backend processor for North American Bancard, placed CP Direct on its watch list in under a year of processing due to an excessive rate of chargebacks. The complaint further alleges that as a result of this, North American Bancard advised CP Direct to create a new company and reapply for processing under the untarnished name. According to Warfield, CP Direct continued to accept its customers’ credit card payments under the fictitious and fraudulently maintained name of “Nutritional Supplements, Inc.” at the direction of North American Bancard. Warfield further claimed that CP Direct was ordered to pay a monthly consulting fee of $250,000 (plus bonuses of $50,000 for each million dollars over $8 million in monthly sales) directly to Marc Gardner as a condition of North American Bancard processing payments for the company. According to Warfield’s complaint, these payments totaled over $700,000. In July 2006, Marc Gardner was scheduled to be deposed in the case, but Marc Gardner’s counsel terminated his deposition immediately after he was sworn in.
Unfortunately, we are unable to locate any third-party sources or legal documents that explain how this suit was ultimately resolved. However, the parties were known to have reached a settlement amount in April 2006. It is therefore likely that the suit was settled. If you have any knowledge of how this case was resolved, please share that information in the comment section below this review.
In 2016, a number of suits were brought against North American Bancard regarding the alleged illegal contacting of numerous parties by phone and fax. Allegedly, North American Bancard violated the Telephone Consumer Protection Act of 1991 by autodialing phone numbers and sending out advertising faxes without consent of the receiver. Many of these suits have reached a settlement, including a recent $2.2 million settlement over faxes to a Chicago chiropractor and others.
In April 2020, former employee Teresa Harwood filed suit against Marc Gardner of North American Bancard, alleging that Gardner had created an environment of sexism at the company that was hostile to women. The suit seems to be ongoing at the moment of this writing.
2021 saw a further settlement from North American Bancard in yet another alleged TCPA act violation.
Electronic Payment Exchange Customer Support Options
The Electronic Payment Exchange website lists a dedicated phone support number for client support, but we do not consider Electronic Payment Exchange to be a top merchant account provider for customer service.
Electronic Payment Exchange Customer Service Numbers
- (866) 581-5239 – Toll-Free Customer Service
- (877) 202-7001 – Sales
- (877) 891-9386 – Partnerships
Other Support Options
- Customer support form on its website
- Customer support email address at [email protected]
Electronic Payment Exchange Online Ratings
Here's How They Rate Online
Online Ratings Summary
Under 10 Complaints
Electronic Payment Exchange no longer has its own BBB page, as its profile has been combined with that of North American Bancard. Formerly it was an accredited business with the Better Business Bureau since 2016. It held an “A+” rating with the BBB and had 5 reported complaints within the last 36 months. 2 of the complaints were successfully resolved to the satisfaction of the merchant while the other 3 were either resolved to the merchant’s dissatisfaction or did not receive a final response from the merchant.
What Merchants Say
Electronic Payment Exchange had also received 3 negative informal reviews on its BBB profile, the most recent of which described difficulty with the company’s hidden fees:
Be careful when signing up with EPX. When you give them access to your accounts, they’ll help themselves. April 2019 – We called the representative that signed us up and trained us on the equipment, to cancel our account. She told us that they would cancel the account and get a box sent to us to send our machine back. September 2019 – Never received the box and notice we’ve been charged $304.50 in charges for May-September. Called the rep. again. They said, “Oh they didn’t cancel it? I’ll get the charges reversed and get a box sent over to you”. November 2019 – No more charges are coming out, but notice I still haven’t received the $304.50 back. I call my rep. I leave voicemails, texts, and e-mails. No response. I call customer service. They tell me I need to go after my rep. since they’re the ones that promised me a charge back. December 2019 – Still can’t get a hold of our rep. January 2020 – We see a charge for $895 from EPX on Jan. 2nd. I call customer support. They inform me that it’s for the equipment charge since I never returned the credit card machine. I explained that I was still waiting for the return box. The customer service rep. then informed me that they do not send out return boxes and that I should have received an e-mail explaining that I had 10 days to return my equipment, and that there is no flexibility on this rule. We looked back through our inbox and spam and show no such e-mail (we don’t delete anything!). The customer service rep. now tells me that I need to go after the local rep. who promised the return box. This is the same rep. who EPX trusted to train us on the system, sign their agreements, and cancel our account for us. That same person incorrectly informed me on how to return the machine. EPX is more worried about keeping the $895 than they are about their integrity and reputation. I also spoke to another local business owner who initially recommended EPX to us. I asked if she still had an account with them. She told me no, but that she was still waiting for a return box for her machine. I asked her who told her she would receive a return box? She named the same rep. I told her she better check her account for an $895 charge. She’ll be calling EPX soon.
This merchant may have had better luck by opting for a top-rated credit card processor.
No BBB Adjustment Necessary
Given the company’s low complaint total, we agree with the BBB’s rating of an “A” in this case.
Electronic Payment Exchange Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
Partnered With an “F” Processor
There is very little information available at this time about the standard Electronic Payment Exchange contract. The company markets itself as an all-in-one direct processor, which would suggest that it does not resell the services of a larger credit card processor. However, it is also a subsidiary of North American Bancard, which means that it probably resells unmodified North American Bancard contracts.
There are 2 commenters who have claimed that EPX does indeed offer identical contract terms and pricing to North American Bancard, whose standard contract rate begins at 1.69% while offering a pay-as-you-go rate of 2.69%. Despite this, the company lists its rates as being as low as 0.29% on its website.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, EPX 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. Given the company’s status as a reseller of North American Bancard, the company’s e-commerce contract terms likely resemble theirs. North American Bancard offers 8 gateway options, including Authorize.Net and USAePay. Pricing will depend on which gateway a client utilizes. Additional Electronic Payment Exchange rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
North American Bancard’s standard contract has a service agreement of 36 months with what appears to be a Liquidated Damages Early Termination Fee that is automatically debited from a business’ checking account upon cancellation of service. Essentially, business owners who cancel service prior to the expiration of their contract will be expected to pay the remainder of any monthly fees that would have been assessed throughout the entire contract, with the minimum early termination fee costing $295. Due to this policy, clients have reported cancellation fees totaling into the thousands of dollars. Additionally, businesses may also be subject to additional Electronic Payment Exchange fees if they lease equipment and cancel early.
At this time, there are two complaints that specifically mention unfavorable contract terms offered by the company; one cites a $1000 cancellation fee and the other cites both an undisclosed early termination fee and a $99 setup fee. We do not consider these terms to be competitive with the cheapest merchant accounts available. If you have any knowledge of the standard Electronic Payment Exchange merchant agreement, please share that information in the comment section of this review. We also encourage business owners to check out our list of the providers of the best merchant accounts.
Electronic Payment Exchange Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||No|
|Discloses All Important Terms||No|
Marketing Through North American Bancard
Electronic Payment Exchange appears to market itself through North American Bancard’s independent agents as well as an in-house sales team and various partnerships. There is no indication that the company directly employs independent agents at this time, and we are currently able to locate only one negative Electronic Payment Exchange review that accuses the company’s sales team of nondisclosure. This compares favorably to our list of best credit card processors. One Electronic Payment Exchange complaint mentions a hidden $99 setup fee and does not seem to highlight any specific unethical behavior. If you suspect that you are being charged undisclosed Electronic Payment Exchange fees, we recommend seeking a free third-party statement audit.
No Deceptive Quotes
Electronic Payment Exchange does not appear to engage in deceptive advertising strategies in its official materials. Despite the fact that Electronic Payment Exchange is owned by North American Bancard, we will score it independently of its parent company and award it an “A” in this category.
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