Frontline Processing Overview
First Data and Global Payments Reseller
Founded in 1997, Frontline Processing is a merchant account provider serving internet, storefront, mail order, and mobile business types. The company also does business under the name “Payment Portal“. Frontline is a reseller of both First Data and Global Payments contracts as well as Clover and HioPOS as POS systems.
Location and Ownership
Frontline Processing is headquartered at 3701 Trakker Trl., Unit 1F, Bozeman, Montana 59718 and also maintains an office in Henderson, Nevada. Frontline Processing is a registered ISO/MSP of Wells Fargo Bank, N.A., Walnut Creek, California, and of Deutsche Bank, USA, New York, New York. Chris Kittler is listed as the owner and CEO of Frontline Processing.
Frontline Processing Review Table of Contents
- Costs & Contract: Frontline Processing offers a three-year contract through First Data with an early termination fee of up to $250.
- Complaints & Service: Frontline Processing has received fewer than 10 public complaints.
- BBB Rating: Frontline Processing has an “A+” rating and has received 2 complaints and 3 reviews in the past 3 years. The company has been accredited by the Better Business Bureau since 2005.
- Sales & Marketing: Frontline Processing states that it does not hire independent sales representatives, and it has not received any complaints about its sales practices.
- Rates & Fees: How Merchants Got The Best Rates With Frontline Processing
Types of Businesses Served
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Frontline Processing Rates, Fees, and Costs
|Swiped Rate||1.00% - 4.99%|
|Keyed-in Rate||1.00% - 4.99%|
|Virtual Terminal Rate||1.89% + $0.23 - 2.90% + $0.30|
|Payment Gateway Fee||None|
|Payeezy Pro Plan Fee||$19.95|
|Monthly Minimum Fee||$25 Per Month|
|Statement Fee||$10 Per Mont|
|Early Termination Fee||Up To $250|
|Regulatory Fee||$4.95 Per Month|
|PCI Non-Compliance Fee||$19.95 Per Month|
|PCI Compliance Fee||$4.95 Per Month|
|After-Hours Customer Support Fee||$5 Per Incident|
|Equipment Lease Terms||N/A|
Frontline Processing Pricing
The standard Frontline Processing contract and program guide outline a three-year agreement through First Data with an early termination fee of $250, a monthly minimum fee of $25, a monthly statement fee of $10, a monthly PCI Compliance fee of $4.95, a PCI non-compliance fee of $19.95, a monthly regulatory fee of $4.95, a fee of $5.00 for after-hours customer support and either tiered or interchange-plus pricing.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, the Frontline Processing program guide indicates the company relies on the Payeezy payment gateway, powered by First Data. Payeezy offers 2 separate plans, the Basic Plan and Pro Plan. Neither plan charges setup fees, statement fees, or gateway fees. The Basic Plan charges a rate of 2.90% plus $0.30. Meanwhile, the Pro Plan offers a lower rate of 1.89% plus $0.23 and a monthly fee of $19.95.
Updated Contract Terms
A company representative contacted us to correct some of the information found in the contract below. He specifically asserted that the company’s early termination fee is $50 rather than $250, and that the company does not lease any equipment through First Data Global Leasing. He also stated that the company does rent equipment to customers, and that it provides free EMV terminals to retail merchants. Additionally, he informed us that Frontline’s monthly minimum fee and statement fee will vary from merchant to merchant. Merchants should be aware that Frontline used to enforce a Liquidated Damages early termination fee, but the same representative has stated that Frontline no longer charges this type of fee. We have not found independent reviews that confirm these revised contract terms, but these fees would certainly represent an improvement over the language of the company’s standard contract.
Few Contract Complaints
Though not competitive with the cheapest merchant accounts, these contract terms would appear to be slightly better than average for the industry. However, we have found a few of merchant complaints related to Frontline’s pricing and contract terms, with one claiming an ETF of $19,000 and another describing unspecified hidden fees. Still, it seems that most of the company’s merchants are satisfied with the pricing they receive. We will also tentatively take the company representative at his word regarding Frontline’s reduced early termination fee, variable monthly costs, and lack of equipment leases. In light of this information, we award the company an above-average grade of “B.”Are you happy with your Frontline Processing fees? Tell us about them before your go!
Frontline Processing Complaints & Customer Reviews
|Total Online Complaints||<10|
|Live Customer Support||Yes|
|Most Common Complaint||N/A|
Low Complaint Volume
At the time of this update, we are unable to locate any Frontline Processing reviews that describe the company as a scam or a ripoff. However, we did find a few complaints about the company in the comment section of this review and four on other consumer protection websites. Three of these reviews (one of which is available here) complained of the company’s former policy of enforcing a liquidated damages fee, one mentioned sudden termination of their account without notice, and another claimed that Frontline used a reserve account of $15,000 as an early termination fee.
Frontline Processing Lawsuits
In March 2015, the Consumer Financial Protection Bureau (CFPB) filed a complaint against Global Payments, Electronic Merchant Systems, Frontline Processing, and Pathfinder Payment Solutions in connection with a “phantom debt” scheme that allegedly attempted to collect nonexistent debts from consumers. The CFPB’s complaint alleged that these four payment processors facilitated transactions for multiple debt collection companies owned by Marcus Brown and Mohan Bagga. According to the complaint, these debt collection companies used robocalls to target millions of consumers, who they then threatened in order to obtain debt payments that were not actually owed or that didn’t even exist. The CFPB further alleged that Frontline’s underwriting and risk monitoring were deficient and that the company failed to appropriately monitor certain accounts. The case was dismissed in August 2017.
Frontline Processing Customer Support Options
In the case of the merchant whose account was closed without notice, a Frontline representative responded to this complaint and explained that the merchant was flagged by the company’s risk management department for repeated violations with other processors. Frontline offers a dedicated support phone line on its website, but a couple of recent complaints cite an unresponsive or rude customer service department. Additionally, the company charges merchants a fee of $5 each time they utilize the company’s after-hours support options. In all, Frontline Processing’s support options are not sufficient to qualify it as a top customer service payment processor.
Though the company has a low complaint total, the issues with customer service and legal history are concerning. Based on the full scope of those considerations, we award the company a “C” in this category.
Frontline Processing BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||1|
|Billing & Collection Complaints||2|
|Advertising & Sales Complaints||0|
|Guarantee & Warranty Complaints||0|
Under 10 Complaints
Frontline Processing has been an accredited business of the Better Business Bureau since 2005 and presently maintains an “A+” rating based on 3 total complaints. 2 complaints are categorized under billing and collection, while 1 is related to a product or service issue. All 3 complaints were answered but have yet to receive a response from the merchant.
What Merchants Say
In addition to those 3 complaints, Frontline Processing has also received 2 informal reviews on its profile with the Better Business Bureau. Each of the 2 complaints is negative. That review describes the experience of a merchant who had issues with PCI compliance fees:
Our business had been a Frontline customer since September of 2012. The first negativity came about 3 years down the road. They upgraded the POS unit at our business. The unit was defective. Their company was notified and a replacement was sent. With the replacement came a $600 charge to our checking account. It took several months to finally recoup those funds. Next came the non-compliance fees of $19.95 per month. A computer tech was hired by our firm to bring our system into compliance. That lasted 2 months. From there, compliance was an impossibility and the $19.95 monthly charge resumed. In May of 2019, we explored and went with a different credit card processing service. A letter was sent to Frontline stating that we wished to discontinue their service. In August, an email was sent by Frontline stating that we must complete their cancellation form and return it to them by certified mail. We complied with this request while merchant service fees and non- compliance fees continued to accrue. ($79.95 merchant service fee plus $19.95 non-compliance fee.) In the first week of October 2019, I stopped at ******** **** in Great Falls, MT. I explained the situation and the bank representative called Frontline. $79.95 was recovered. $30 was then spent on a stop payment. An attempt was made on our checking account by Frontline for the amount of $99.95 in the first week of November.
An “A” Performance
In light of the company’s low complaint total, we agree with the BBB’s rating of an “A”.
Truth In Marketing & Advertising
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Inside Sales Staff
According to a company representative, Frontline Processing exclusively utilizes in-house sales agents and third-party referral partnerships to sell its services. The company formerly employed a team of independent sales reps, but this practice did not generate any complaints about Frontline’s sales team at the time. Multiple merchants have reported surprise upon learning of the company’s cancellation fee; however, this fee appears to have been significantly reduced within the past year. A couple of recent Frontline Processing complaints cite hidden fees and aggressive telemarketing, but Frontline has denied fault- stating that scammers may be posing as the company to get merchants to sign up for an alternate service.
No Deceptive Advertising
To its credit, Frontline Processing does not appear to engage in any deceptive advertising strategies in its official materials. We therefore award it a grade of “A.” If you suspect that Frontline Processing is charging you undisclosed fees, we recommend seeking an independent statement audit to find and eliminate hidden charges.
Frontline Processing Marketing Example
About Phillip Parker
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.