Fidelity Payment Services: Card Processing Reviews & Complaints
Fidelity Payment Services markets merchant accounts and credit card processing services to U.S., Canada, and UK merchants on behalf of several processors such as First Data (now Fiserv), Chase Merchant Services, and Elavon.
In 2022, PSG bought Fidelity.
Fidelity Payment Services Payment Processing
Fidelity Payment Services processes all major debit and credit cards for most business types. Their services include EMV card readers and swipers, POS solutions, mobile payments, ACH and e-check payments, e-commerce solutions including access to virtual terminals and payment gateways, and gift and loyalty programs.
Location & Ownership
Fidelity Payment Services is a registered ISO/MSP of Wells Fargo Bank, NA, Concord, CA; Elavon, Inc., GA; and US Bank Minneapolis, MN. Headquartered at 141 Flushing Ave Ste 501, Brooklyn, NY 11205, the company claims to have begun operations in 1996 but shows an incorporation date of 2004. It is unclear if the company operated under a different name prior to 2004, or if it operated without incorporating it before that time. David Ilowitz is listed as the CEO of Fidelity Payment Services.
Table of Contents
Fidelity Payment Services 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 review, we are able to locate only a few negative Fidelity Payment Services reviews, some of which were filed in the comment section of this review. One Fidelity Payment Services complaint cited difficulty canceling the service and undisclosed fees but later added updates indicating that the company provided a satisfactory resolution to the issue. Since Fidelity acts as a reseller in many cases, it is possible that some reviews get filed under the names of its backend processors, but there is no mention of Fidelity in any complaints filed against other processors at this time. In fact, most of the public reviews filed about Fidelity are positive testimonials. If you have a Fidelity Payment Services review to make, please do so in the comments below.
Fidelity Payment Services Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against Fidelity Payment 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.
Fidelity Payment Services Customer Support Options
The company appears to handle the customer service of its accounts directly, which may be a major contributing factor to its low complaint total. Fidelity’s support team appears to function at a level that is comparable to even the top payment processors for great customer service.
Fidelity Payment Services Customer Service Numbers
- (718) 782-2823 – General Support
- (877) 627-8472 – Canadian Support
Other Support Options
- Customer support form
Fidelity Payment Services Online Ratings
Here's How They Rate Online
Online Ratings Summary
Under 5 Complaints
As of this review, Fidelity Payment Services is accredited with the Better Business Bureau and holds an “A+” rating with 2 complaints filed in the last 36 months. 1 complaint was resolved to the satisfaction of the client while the other was either resolved to the dissatisfaction of the client or had no final response.
What Merchants Say
In addition to the 2 complaints filed on Fidelity Payment Services’ BBB profile, the company has also received 1 informal review, which was positive. A previous negative review against the company was left by a client who expressed their disapproval of the company’s customer service:
I think the representatives and employees of Fidelity, Cardknox are dishonest and crooks. We signed on with their services to get our website ready to process credit cards. We we told we would not be charged until we were operational. The website people failed and the business never took off but we were notified by our bank that our account we opened with $2000 was closing and NO money was left. Fidelitly and card knox charged the account without us being aware until there was nothing left. They never processed one thing for us and when asked for a refund over a month ago no one has contacted us since. DO NOT TRUST THESE PEOPLE!!!!!!
Businesses that choose providers with a track record of great customer service can avoid situations like these.
An “A” Performance
In light of Fidelity’s complaint volume and resolution ratio, we agree with the BBB‘s rating. However, it should be noted that there are good reasons to view the BBB’s information with skepticism.
Fidelity Payment Services Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
An agent of Fidelity Payment Services informed us that pricing and contract terms will vary according to the client’s processing requirements and the processor that is paired with the client. However, the agent suggested that most small businesses will be subject to industry-standard contracts which usually run for 2-3 years with early cancellation penalties ranging from $200-$500. For this reason, businesses are advised to carefully read and understand the terms of their contracts before signing through Fidelity Payment Services.
The Fidelity Payment Services Program Guide outlines a 3-year term through First Data (Fiserv) with an early termination fee of $495 and an undisclosed monthly minimum fee. As of this review, it is unclear if Fidelity charges annual or monthly PCI Compliance Fees or if these fees vary depending on which processor Fidelity assigns to the merchant.
A standard First Data (Fiserv) agreement is typically a multi-year contract with an early termination fee of $495, a monthly PCI compliance fee of $19.95, and tiered pricing. Businesses that process up to $50,000 each month will receive a swiped rate of 2.69% plus $0.19 and a keyed-in rate of 3.69% plus $0.19. Businesses whose monthly charges exceed $50,000 will receive a swiped rate of 2.29% plus $0.19 and a keyed-in rate of 3.29% plus $0.19. Another facet of these contracts are non-cancellable, long-term equipment leases through First Data Global Leasing.
Fidelity Payment Services does have the freedom to alter these terms depending on a client’s size, business type, and processing history as a reseller of First Data (Fiserv). However, with a lack of readily available information on the company’s rate and fee structure, merchants considering its services should refer to First Data (Fiserv) as a point of reference.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Fidelity Payment Services also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. The company lists multiple partnerships with gateway providers such as Authorize.Net, USAePay, eProcessing Network, Charge Anywhere, and the Payeezy First Data Global Gateway in addition to the company’s proprietary service FideliPay.
Though FideliPay’s pricing is not disclosed, the company resells the services of Authorize.Net, whose pricing is readily available. Businesses using Authorize.net’s payment gateway will be charged a 2.9% plus $0.30 per-transaction fee, a $25 monthly gateway fee, and a daily batch fee of $0.10.
It should be noted that as a reseller of Authorize.Net and other payment gateway services, Fidelity Payment Services may alter the terms and conditions of those rates and fees.
In general, there are not any Fidelity Payment Services complaints that mention excessive fees or damaging policies despite the fact that the company’s contract terms are roughly average for the industry. Business owners are still encouraged to compare Fidelity’s pricing to the cheapest merchant account providers. If you have any information regarding Fidelity Payment Services rates and fees, please leave it in the comment section below.
We also encourage readers to check out our list of the providers of the best merchant accounts.
Fidelity Payment Services Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|Discloses All Important Terms||No|
Inside and Outside Sales Staff
Fidelity appears to hire fully employed inside sales agents and independent outside sales agents (ISAs). The hiring of ISAs would usually lower a company’s rating in this section, but it does not appear to have resulted in negative Fidelity Payment Services reviews like it often does for most other companies. In general, this compares favorably to our list of best credit card processors.
No Deceptive Advertising
Additionally, Fidelity does not appear to use any deceptive marketing or sales tactics that were apparent to this reviewer. We have therefore assigned the company an “A” rating in this section, but if you suspect that Fidelity’s sales team has added undisclosed fees to your account, we recommend seeking a third-party statement audit.
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