FrontStream Payments: Card Processing Reviews & Complaints
(866) 800-4758 Company Overview
Founded in 2002, FrontStream Payments is a merchant account provider that serves most standard-risk business types. Frontstream Payments originally operated as an independent e-commerce payment processor called FastTransact until it was acquired by “FrontStream” in 2010. Between 2010 and 2018, FastTransact’s products and services were sold under the FrontStream name. In May 2018, FrontStream was acquired by Marlin Equity Partners, and FastTransact was again spun off into an independent brand. Since then, however, FrontStream appears to have rebranded FastTransact as “FrontStream Payments”, and the company operates as a separate division focused on non-profit merchant accounts. In January 2021, FrontStream Payments integrated its disbursement services with Salesforce.org Philanthropy Cloud.
FrontStream Payments Payment Processing
FrontStream Payments appears to be a reseller of Chase Paymentech, Elavon, First Data, and TSYS. The company claims to serve over 10,000 merchants and process over $2.5 billion dollars per year. FrontStream was known to have once operated under the name of Direct Technology Innovations (DTI), but FrontStream Payments does not appear to have any connection to this brand. FrontStream Payments processes all major debit and credit cards for most businesses, non-profits, and fundraisers. Their services include the ArgoFire payment gateway, next-day funding, POS solutions, Level II and III processing, and more.
Location & Ownership
FrontStream Payments lists its address at 11480 Commerce Park Drive, Suite 300, Reston, Virginia 20191 and is a registered ISO/MSP of Esquire Bank N.A., Jericho, NY; Elavon, Inc, GA; Citizen Bank N.A., Providence, RI; Wells Fargo Bank, N.A., Concord, CA; and Peoples Trust Company, Vancouver, Canada. Chris Broderick was listed as the CEO of FrontStream until 2022, when Paul Plaia III was announced as the new CEO.
Table of Contents
- Costs & Contract: Offers variable contract terms through multiple banking partners. The company utilizes…
- Complaints & Service: Complaints number fewer than 10 on…
- BBB Rating: Currently has an “A-” rating with the Better Business Bureau and has received…
- Sales & Marketing: Hires independent sales agents but has not received…
FrontStream Payments Customer Reviews
Here's What Their Clients Say
| Item | Result |
|---|---|
| Total Online Complaints | <10 |
| Live Customer Support | Yes |
| Most Common Complaint | N/A |
Clean Complaint Record
We are currently unable to locate any specific FrontStream Payments complaints that accuse the company of being a ripoff or a scam. We did find two public complaints about the company from 2006 and 2011, respectively, but they are not recent enough to apply to this review. We are also able to locate more than 10 FrontStream complaints on this and other consumer protection websites. Frequently cited issues include difficulty canceling service, unavailable customer support, undisclosed rates and fees, frequent name changes by the company, and unauthorized withholding of funds. The bulk of the available complaints have been posted by current and former employees of the company who disapprove of the management, and we do not necessarily assume that the content of these reviews applies to FrontStream Payments. If you have your own FrontStream Payments complaint to make, please do so in the comment section below.
FrontStream Payments Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against FrontStream Payments. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
FrontStream Payments Customer Service Options
FrontStream Payments lists a phone number or email address for customer support on its website, but a company representative has stated that FrontStream Payments offers “dedicated relationship management.” It is unclear what this entails, but FrontStream Payments’ clean complaint record is along the lines of what we would expect from a top-rated merchant account provider.
We have located a single FrontStream payments phone number:
(866) 800-4758 – Toll-Free Support
FrontStream Payments also offers a customer service email address at [email protected]
FrontStream Payments Online Ratings
Here's How They Rate Online
| Item | Result |
|---|---|
| Product & Service Complaints | 5 |
| Billing & Collection Complaints | 3 |
| Advertising & Sales Complaints | 0 |
| Guarantee & Warranty Complaints | 0 |
| Delivery Complaints | 0 |
Nearly 10 Complaints
FrontStream Payments has an “A-” with the BBB and has accumulated 8 complaints in the last 3 years. 5 complaints are due to problems with products or services and the remaining 3 pertain to billing or collection issues. 1 complaint has been successfully resolved by the company. Meanwhile, the remaining 8 complaints were answered by the company but have not been resolved to the satisfaction of the complainant.
A “B” Performance
In this case, we agree with the BBB’s former rating of a “B”.
FrontStream Payments Fees, Rates & Costs
A Closer Look at The Contract
| Item | Result | >
|---|---|
| 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 | $0 |
| Payeezy Pro Plan Fee | $19.95 Per Month |
| Early Termination Fee | Variable |
| PCI Compliance Fee | Variable |
| Equipment Lease Terms | 48 month (locked) |
Three-Year Contracts
The FrontStream Payments First Data Program Guide and the FrontStream Payments Merrick Bank Program Guide convey multiple standard contracts through different backend processors. The company’s standard contracts through First Data and Merrick Bank are both three-year agreements with an unspecified early termination fee. This fee should be listed in section 9 (“Service Fee Schedule”) of each merchant’s application. It is unclear whether these contracts renew automatically, and the available documentation does not disclose the company’s monthly minimum fees, PCI compliance fees, or rate structure.
Virtual Terminal and Payment Gateway Pricing
The company relies upon First Data’s Payeezy payment gateway. Payeezy provides merchants with 2 options for service, its Basic and Pro plans. The Basic Plan assesses a transaction rate of 2.90% plus $0.30 with no setup, gateway, statement, or batch fees. The Pro Plan’s rate is 1.89% plus $0.23 without any of the aforementioned fees. However, the Pro plan charges a monthly fee of $19.95
Long-Term Equipment Leases
FrontStream Payments’ First Data program guide includes a built-in equipment lease agreement through First Data Global Leasing. This is a non-cancellable lease for an unspecified length of time, which means that merchants who terminate the lease will be required to pay the entirety of the remaining months of the lease in one lump sum immediately. We strongly recommend purchasing rather than leasing equipment if possible, because equipment leases almost always end up costing far more than the retail price of the equipment itself. A table of fees associated with the lease is also included in the company’s contract:
FrontStream Payments Fee Table
Level 2 and Level 3 Processing Services
In addition to its traditional merchant services, Frontstream Payments also advertises that it provides Level 2 and Level 3 processing for B2B and B2G transactions. Level 2 and Level 3 processing rely upon different interchange rates than traditional consumer credit transactions. Accommodating those rates requires different payment processing technology from a merchant account provider to transmit the amount of data required to facilitate the transactions. These services are reserved for B2B and B2G purchases that utilize corporate credit cards.
No Contract Complaints
Despite the company’s three-year contract and non-cancellable equipment lease, we are unable to locate any FrontStream Payments complaints that specifically mention the company’s pricing as a problem. We will therefore assume for now that most of the company’s merchants are satisfied with the rates and fees they are paying. If you have been charged fees that you feel were excessive or improperly disclosed, we advise you to leave a comment below this review or contact an independent third-party fee reduction analyst.
We also encourage merchants to check out our list of the providers of the best merchant accounts.
FrontStream Payments Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Item | Result |
|---|---|
| Employs Independent Resellers | Yes |
| Advertises Deceptive Rates | No |
| Discloses All Important Terms | No |
Outside Sales Team
FrontStream Payments appears to partner with ISOs and independent sales agents to market its services. In general, this practice is often tied to high complaint volumes, as it is difficult for any company to monitor the conduct of independent sales entities. We are unable to locate any FrontStream Payments complaints that accuse FrontStream Payments of unethical sales tactics. This compares favorably to our list of best credit card processors. However, we have found numerous negative FrontStream reviews posted online by former and current employees. These complaints may or may not apply to FrontStream Payments due to the shared locations and structural overlap between the two companies.
FrontStream Employee Complaints
Some FrontStream employees express dissatisfaction with the hiring decisions made by management and the lack of support for lower-level workers in the company. There are also multiple reviews accusing FrontStream management of posting fake positive reviews. Several of the positive reviews we found did seem to describe a sudden and improbable turnaround in the company’s policies, and these reviews stood in stark contrast to the larger overall pattern of dissatisfaction expressed by other employees. We are therefore inclined to believe that the more negative takes on the company’s corporate environment are accurate.
A Tentative “A”
An unhappy workforce can sometimes translate to negative experiences for merchants, which is why we have given FrontStream an average grade of “B” in this category. However, FrontStream Payments markets an entirely different set of products and may have a better office culture than its affiliated company. We will therefore give FrontStream Payments an “A” until we have more merchant feedback.
Our FrontStream Payments Review Summary
Our Final Thoughts
A Solid All-Purpose Option
FrontStream Payments rates as a good merchant services provider for most standard-risk business types. The company’s industry-average contract terms prevent it from qualifying as a budget payment processor, but its overall reputation among merchants does not raise any serious red flags. Merchants are encouraged to demand and review all relevant pricing paperwork before signing up for service.
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Elliot Erin
FrontStream Payments has truly been a game-changer for my business! Their seamless payment processing solution has made handling transactions a breeze. From the moment I signed up, I knew I was in good hands. The user-friendly interface makes it so easy to manage payments and track transactions, saving me valuable time and effort.
The level of customer support they provide is top-notch. Whenever I’ve had a question or needed assistance, their team has been quick to respond and incredibly helpful. It’s clear that they genuinely care about their clients and their success.
Thanks to FrontStream Payments, I now have a reliable and secure payment system that my customers love too. It has not only boosted my efficiency but also improved my overall business reputation. I couldn’t be happier with the service they provide. Highly recommended!