Fidelity Payment Services Review: Fees, Complaints, & Lawsuits

Fidelity Payment Services
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Fidelity Payment Services

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PhonePhone(718) 782-2823 View Pricing

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Backed By Several Processors

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, Chase Merchant Services, and Elavon.

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.

Fidelity Payment Services Location and 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.

Fidelity Payment Services Review Table of Contents

  • Costs & Contract: Fidelity Payment Services offers variable contract terms through several different processors. The company also offers its own payment gateway as well as reselling the services of Authorize.Net, USAePay, eProcessing Network, and others.
  • Complaints & Service: Fidelity Payment Services complaints number fewer than 10 on public complaints forums.
  • BBB Rating: Fidelity Payment Services has an “A+” rating and has received 1 complaint and 5 reviews in the past 3 years. The company has been accredited by the Better Business Bureau since 2009.
  • Sales & Marketing: Fidelity Payment Services appears to hire independent sales representatives but has not received any complaints related to its sales team.

Should You Trust Fidelity Payment Services?

Lawsuits, Reviews & Complaints

Here's Who We Trust.

Complaint Summary

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 Fidelity Payment Services complaints, three 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 complaint 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 merchants 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 Service 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.

We have located multiple Fidelity Payment Services customer service phone numbers:

(718) 782-2823 – General Support
(877) 627-8472 – Canadian Support

Is the BBB Rating for Fidelity Payment Services Accurate?

Better Business Bureau Profile

See Which Processors Offer No Monthly Fees And No Contracts.

BBB Summary

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

Under 5 Complaints

As of this review, Fidelity Payment Services is accredited with the Better Business Bureau and holds an “A+” rating with 1 complaint filed in the last 36 months. The 1 complaint related to problems with the product or service. It was resolved to the satisfaction of the merchant

What Merchants Say

In addition to the 1 complaint filed on Fidelity Payment Services’ BBB profile, the company has also received 5 informal reviews. 3 of these reviews are positive, being awarded 5 out of 5 in each rating. However, it should be noted that informal reviews are not subject to verification by the BBB like complaints are. The most recent negative review against the company was left by a merchant who expresses 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!!!!!!

Merchants who 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.

How Expensive is Fidelity Payment Services Service?

Rates, Fees, and Contract Terms

Don't Fall Into An Expensive Trap. See Who The Worst Processors Are.

Cost Summary

Swiped Rate
2.69% + $0.19
Keyed-in Rate
3.69% + $0.19
Monthly Minimum Fee
Undisclosed
Virtual Terminal Rate
Up to 2.9% + $0.30
Payment Gateway Fee
Up to $25 Per Month
Batch Fee
Up to $0.10
Early Termination Fee
$200 - $500
PCI Compliance Fee
Up To $19.95 Per Month
Equipment Lease Terms
48 Month (locked)

Variable Pricing

An agent of Fidelity Payment Services informed us that pricing and contract terms will vary according to the merchant’s processing requirements and the processor that is paired with the merchant. 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, merchants 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 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 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. Merchants who 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. Merchants 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 merchant’s size, business type, and processing history as a reseller of First Data’s. 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’s 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. Merchants 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.

Industry-Average Terms

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. Merchants 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 merchants to check out our list of the providers of the best merchant accounts.

Does Fidelity Payment Services Use Deceptive Marketing?

Advertising & Sales Strategy

Audit Your Current Statement To Find Its Hidden Fees

Processing statements are intentionally complicated so that they can overcharge you. Get clarity before you switch.

Key Points

Employs Independent Resellers
Yes
Advertises Deceptive Rates
No
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 Fidelity Payment Services complaints 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.

Does Fidelity Payment Services Deserve Your Business?

Review Summary & Our Thoughts

Solid Option for Most Merchants

Overall, Fidelity Payment Services appears to be an upstanding company, but its industry-average terms prevent it from being considered a top-rated merchant account provider. Since it acts as a reseller for the merchant services of several different credit card processors, merchants will want to find out which company will be providing service before signing. Also, be sure to research all companies that will be involved with providing your credit card services because Fidelity may have little control of your experience with a third-party company.

Customer & Employee Reviews

What Others Are Saying About Fidelity Payment Services

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26 Responses

  • Caren Redlich LCSW

    Michael Schiller did a fabulous job explaining the credit card payment process. He was also very nice and patient too!

  • Nathaniel McClain

    we had an issue with processing that was only due to lack of knowledge but when we emailed the issue, within minutes we received an email and call with the solution as well as an over and beyond help to test out the system. We greatly appreciate the help and service we received today

    • CPO

      administrator

      Hi Nathaniel,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  • Uzi Amar

    hey are thieves, I had been with them for years, the credit cards stopped processing and directed me thru hoops at a critical time. instead of helping me they sent me into multiple different directions. Because of this incident of poor customer support that was their fault to begin with; we reviewed all the accounts and saw that they were not sending all the credit card transactions. we then switched to another provider. after such time they kept drawing money from my account, and no matter how much we kept trying to stop it, they kept drawing money directly from my account. They kept saying they will reimburse us. They never did… this will unfortunately end up in the courtroom.


    This post will help: Why Credit Card Processors Hold Funds

    -Phillip

  • Direct Building Products

    Five star customer service! Always ready and available to assist their customers.

    • CPO

      administrator

      Hello,

      Please reply to this comment with your business location in order to authenticate your testimonial. Thanks!

  • Yitty Oppman

    Fidelity merchant service is excellent, this was my best decision I’ve ever made, to use fidelity.
    Especially with the first hand service from Avi, he is amazing.

    Thanks to all of you keep it up

    • CPO

      administrator

      Hi Yitty,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  • Le Chocolat

    finestchocolate.com

    Could not ask for better or more competent service! Always a live person available to respond to questions or issues and always a professional solution with a pleasant disposition. Thank you.

  • NEMA FUCHS

    I have been using Fidelity for nine years and have been very happy. They have excellent customer service and are always happy to help in case of any problems.

    • CPO

      administrator

      Hi Nema,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  • PUBLIMAX PRINTING

    HORRIBLE COMPANY , THEY continued to take money out of my bank account , with different names after my account with them has been closed for years. I was not never in contract with them!!! and i had been calling them for months already and still they do not fix the problem., they would promise to remove, but never kept up to their word.

  • Mo - Hvac Depot

    Although we constantly receive solicitations by other card processos, I don’t even consider their offers, for the sole reason that I know that if I notice any issue with CC receipts, help is just a phone call away. I feel as though I am simply calling the extension of a coleauge to verify a bit of information, and its resolved. (Although I am sure that Fidelity’s rate are competitive as well, that is not the motivation that solidifys HVAC’s relationship with Fidelty)

    • Phillip CPO

      Hi Mo,

      In order to authenticate your testimonial, can you reply to this comment with your business name and location?

      • Phillip CPO

        This testimonial has been authenticated as Hvac Depot in Brooklyn, NY.

  • I. Miz.

    Fidelity continued to take money out of my bank account after my account with them has been closed. I was not in contract with them, and no explanation was given.
    I have found Fidelity to be extremely dishonest and throughout my 3 year account with them, I was constantly being charged “fees” for unexplained reasons.
    When I would call, they would promise to remove, but never kept up to their word.

    • I. Miz.

      I have since been contacted by one of the managers at Fidelity, he was much more attentive to my needs and has since refunded the debit that was taken out of the account.

      • I. Miz.

        I have since settled happily with Fidelity and have no complaints against them

  • John

    We have a POS system with fidelity they have the best customer services a ever had, and the rates are the lowest possible a few other providers were running after us and they couldn’t match it…

    • CPO

      Hi John,
      In order to authenticate your testimonial, please reply to this comment with your business name and location.

  • Sam

    I have been a happy Fidelity merchant for over 4 years now. I have sales reps from other companies coming in to me very often but they are never able to beat their rates.

    • Phillip CPO

      Hi Sam,

      In order to verify this testimonial, please reply to this comment with your business name and location. Thanks!

  • Shuli

    I found their staff to be very knowledgeable and helpful. I worked for a small business that closed after it’s first year, and they were extremely understanding. Both the application and closing processes were smooth. Very positive attitude, a pleasure to work with them.

  • Joe

    I used Fidelity for a little over a year and every month i kept on getting huge fees with no actual explanation i kept on calling the office and all they said was the bank charges them. I got so fed up and switched to another merchant provider and i so far i have not gotten 1 extra fee.

  • Barry

    I just want to make clear some of the thing that was mentioned in your review, 1) they do handle customer service and not only that but they have a full team of tech support for any technical issue and they have almost everything that the actual bank provides and they have a very close relationship with the banks

    • Phillip CPO

      Thanks Barry,

      We have updated the review to reflect this new information.

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