Frontline Processing Overview
First Data and Global Payments Reseller
Founded in 1997, Frontline Processing (frontlineprocessing.com) is a merchant account provider serving internet, storefront, mail order and mobile business types. The company also does business under the name “Payment Portal” (paymentportal.us). Frontline is a reseller of First Data and Global Payments contracts.
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 $50.
- Complaints & Service: Frontline Processing has received fewer than 10 public complaints.
- BBB Rating: Frontline Processing has an “A+” rating with the Better Business Bureau and has received three complaints in the past three years.
- 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
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Types of Businesses Served
Frontline Processing Rates, Fees, and Costs
|Swiped Rate||1.00% - 4.99%|
|Keyed-in Rate||1.00% - 4.99%|
|Monthly Minimum Fee||$25/mo|
|Early Termination Fee||$50 Or $250|
|Merch Protect (PCI Compliance) Fee||$4.95/mo|
|PCI Non-Compliance Fee||$19.95/mo|
|After-Hours Customer Support Fee||$5/incident|
|Equipment Lease Terms||None|
Frontline Processing Pricing
The standard Frontline Processing contract (available below) outlines 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 “Merch Protect” fee (which may just be another name for a 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.
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.” See the Frontline Processing Merchant Application and the Frontline Processing Program Guide.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 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. Frontline Processing’s support options are not sufficient to qualify it as a top customer service payment processor.
“Phantom Debt” Scheme
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 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 three total complaints. Two complaints are categorized under billing and collection, while the other is related to a product or service issue. All three complaints either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.
What Merchants Say
One merchant complaint describes continued charges after account cancellation:
This company continues to charge me their monthly fees despite my canceling over three months ago. I canceled services with them in September of 2017. They told me in September that my cancellation was finalized. When they charged me early October I reminded them I canceled with their services and they assured me it would not happen again and confirmed the services had been terminated. Rinse and repeat, the same process has been occurring since September and I am quite fed up with it. This company is a merchant processor for online websites, I shut down and deleted my website in September of 2017. Their services cannot even be rendered due to my website not existing anymore. They are charging me services they are not rendering, and cannot be rendering in the first place.
Merchants who find themselves in this situation may benefit from taking the proper steps to cancel their merchant account without paying a fee.
An “A” Performance
The company has also received two informal positive reviews to its BBB profile, but these reviews are not subject to verification by the BBB. In light of these figures, we agree with the BBB’s rating.
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.
I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so decided to build this website to help you research which providers to use and how to save money on rates and fees. 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 here. Simply scroll to the top of the page to find the search bar. You can also message me if you need any guidance.
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