Frontline Processing Review: Fees, Complaints, Lawsuits & Comparisons

Frontline Processing Logo
3/5
full star idicating a 3 out of 5 star rating full star idicating a 3 out of 5 star rating full star idicating a 3 out of 5 star rating empty star indicating a 3 out of 5 star rating empty star indicating a 3 out of 5 star rating

How did they treat you? ▼

UPDATE: Frontline Processing appears to have gone out of business or is no longer operating a web presence. If you have any information about Frontline Processing, please leave it in the comments below.

First Data (Fiserv) 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 (now Fiserv) and Global Payments contracts as well as Clover and HioPOS as POS systems.

Frontline Processing Location & 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 10 public complaints.
  • BBB Rating: Frontline Processing 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 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.

Frontline Processing Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
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 Service 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 customer service phone number 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.

We have located a single Frontline Processing customer service number:

1-866-651-3068

Frontline Processing does not feature a customer service email or live chat on its website. 

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 Online Ratings

Here's How They Rate Online

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

Only 1 Complaint

Frontline Processing has been an accredited business of the Better Business Bureau since 2005 and presently maintains an “A+” rating based on 1 total complaint. The 1 complaint is categorized under billing and collection. The complaint was resolved to the dissatisfaction of the merchant or received no final response.

What Merchants Say

In addition to the 1 complaint, Frontline Processing has also received 5 informal reviews on its profile with the Better Business Bureau. Each of the 5 complaints is negative. The most recent review describes unexpected charges after trying to cancel an account:

Frontline was too cancel my account over a year ago. They are debiting monthly fees from me for $9.90/month and non=complaince fees etc in excess of $70.00. Merchant **** Services is a scam processor as well as Frontline.

Merchants in this situation could benefit from learning how to cancel an account without incurring any fees.

An “A” Performance

In light of the company’s low complaint total, we agree with the BBB’s rating of an “A”.

Frontline Processing Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
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 (Fiserv) 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 (Fiserv). 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 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.”

Frontline Processing Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
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

On its homepage, Frontline Processing mentions that merchants save an “average of 12% or more on credit card processing fees.” To its credit, Frontline Processing does not promote this as a guarantee and 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.

Our Frontline Processing Review Summary

Our Final Thoughts

A Decent Choice for Most Merchants

Frontline Processing rates as an above-average merchant services provider according to our rating system. The company claims to have eliminated the liquidated damages fee in its standard contract, which was the primary cause of merchant complaints in previous updates to this review. However, merchants are advised to read all documentation before signing up for services through the company and to compare its costs to top-rated credit card processors.

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Testimonials & Complaints

How Did Frontline Processing Treat You?

11 User Reviews

  • Graham Barrett-Lennard

    I received an electronic withdrawal from Frontline on my Bank Statement 10 November 2020.
    I have not requested a payment to a website called Nataly since 06November 2020.
    Since Frontline has my Debit card details and does not issue any kind of receipt of payment, there is nothing to stop them withdrawing money from any account whenever they think fit.
    I made no order for credits to Nataly this week and for this withdrawal there are no credits with Nataly listed.

  • Chance Claxton

    This company has literally been stealing money straight from my bank account. I canceled services with them 3 months ago, but they continue to charge me anyway. Every month they charge me I remind them that I canceled several months prior, and I don’t even have a website anymore. They have told me every time I bring it up that they have canceled my services and it won’t happen again, but the first of the month comes around and they charge me again. They are unresponsive in my attempts to contact them about this, they have no answers when you ask them what they are going to do to fix the issue. When I first signed up with them they told me I would be charged a MUCH lower amount monthly than it turned out to be. And they have hidden fees they don’t discuss with you upfront. I HIGHLY suggest using any one of their competitors as these people care way more about stealing your money than satisfying their customers. I wish I could give them a lower rating, and I will absolutely be reporting them to the Better Business Bureau for fraud. I wouldn’t suggest this company to my most bitter of enemies

    • Ron Dolay

      This company is atrocious, have a friend who processed through them for less than a year and they are suing him after he had to close his business( after 8 months) for 5 years of fees. He currently works at a restaurant to try and support his wife and three kids and has no use for a merchant account. They have no heart whatsoever !

  • Loree Morgan

    We have been very happy with Frontline Processing for 4 years now; our representative Mike Peterson has been wonderful – always on top of every request and follows through to make sure concerns have been addressed. I was very picky because had two nightmare processor stories before going with FP. I look over the statements very carefully and have called the office with questions; they’re always courteous and quick to look into and answer my questions. Love using a Montana company!

  • Chris Kittler

    At no time in the history of Frontline Processing has any four people been fired at one time, let alone from the risk department. I do own a ranch, and you may visit our website at https://www.sweetgrassbuffalo.com for more information. Sweet Grass Buffalo raises and sells grass-fed, free range bison meat. Our bison meat tastes great and is lower in fat than chicken or fish. No animals are ever mistreated on our ranch and anyone doing so are let go. I personally have donated tens of thousands of dollars to the Humane Society, and I wouldn’t tolerate anyone that I saw harming any animal in any way.

    I have been happily married to the same person for 20 years, and we have three children: one graduated from George Washington University, one is attending George Washington University and the other is attending the International School. I do not have a DUI; however, I was cited for reckless driving when I was pulled over for excessive speed on an entrance ramp with my 900 horsepower Shelby Cobra. I am self-made, as I left home at the age of 18 with very little money to speak of.

    PCI is important, but I have never killed anyone over it. Our collections policies run in accordance with the collection laws. To my knowledge, Frontline has never had an infraction. We do have a three-year contract, and our contract completion fee is $50.00. We do have a hardship policy that allows clients out of their contract in case of bankruptcy, sickness or some other hardship. There are clients with large fees due at the end of their contracts, and the far majority is for unfulfilled sales and other trailing activity, which have to do with internet clients and not brick and mortar retail businesses. We see our clients as people and make every effort to meet them more than half way. It is encouraging that this person did inform clients to read the merchant agreement, as we do stress this to all of our valued staff. We do place merchants on reserve from time to time, as do all card processors to protect the cardholders. This is a requirement by the industry.

    Frontline has been in operation for 18 years. We have two offices: one in Bozeman, Montana and the other in Henderson, Nevada. We are proud of both of them. Frontline has doubled in size over the last two years, and we are proud members of the many charities doing good work all over the globe. We carry an A+ rating from the BBB, a Five Star rating from Merchant Maverick report and have a B+ rating on this site as well. We do hope to improve this to an A+.

    I have no criminal record whatsoever. One would have to question if this anonymous person, with all the inaccurate information, even has the right company?

  • EILEEN

    I am so impressed with Frontline Processing, it is refreshing to actually be able to talk to a real person that speaks English and without a bunch of nonsense. The few times I have had to call in I get professional and competent help.
    I have people call all the time wanting me to change my processor, I tell them that there is no way I would give up Frontline. Frontline is located in Bozeman MT which is right out my back door. Love the idea of keeping jobs in the USA. Good Job people!!

  • John Wellington

    Read your contract. Especially section 13 regarding cancellation. Most credit card companies have a small or no cancellation policies, this company holds you to 3 YEAR contract and will charge you thousands of dollars to get out of it. There are so many others that have no cancellation policies, why would you ever sign up with them.

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