|Sales & Marketing|
|Costs & Contract|
|Complaints & Service|
Global Payments Inc. (globalpaymentsinc.com) is one of the largest credit card processors in the payment processing industry and has been in business since the 1960s. It’s also one of the few merchant account providers to be publicly traded on the New York Stock Exchange (NYSE: GPN). Headquartered in Atlanta, Georgia, Global Payments supplies nearly every service a merchant would need, from setting up the merchant account to supplying the processing hardware. The CEO of Global Payments is Jeffrey S. Sloan, while the company’s president is David E. Mangum.
In March 2015, the Consumer Financial Protection Bureau (CFPB) filed a complaint against Global Payments, Electronic Merchant Services, 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 alleges 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 they were not actually owed or that didn’t even exist. The CFPB further alleges that Global Payments “ignored numerous red flags of the debt collectors’ illegal conduct, including consumer disputes that described the scheme and communication problems with the debt collectors.” The outcome of the CFPB’s complaint is currently pending.
|Global Payments Products and Services||Industries Served|
|Key Points – Sales & Marketing|
|Uses independent resellers?||Yes|
|Promotes deceptive rate quotes?||No|
|Discloses all important terms?||No|
The only strike against Global Payments in this section is how the company acquires new merchant customers. Global Payments relies heavily on partnered independent sales organizations (ISOs) and independent sales agents (both are also called “resellers”) to market and sell its merchant accounts. Although this is a common marketing practice among larger processors, it can result in numerous merchant complaints because the resellers’ sales tactics are hard to control. In Global Payments’ case, it appears that most of the complaints against the company can be traced back to resellers; however, the overall number of complaints is relatively low (details covered below). Global Payments also does not promote any misleading “teaser” rates in its official marketing materials.
Global Payments Marketing Example
|Key Points – Costs & Contract Terms|
|Termination fee:||$500 or Liquidated Damages|
|PCI compliance fee:||Variable|
Pricing and fees of a Global Payments merchant account will vary based on several factors, including a merchant’s business type, processing volume, and the reseller setting up the account. Additionally, it appears that the service length agreement and early termination fee can also vary by reseller. A sample Global Payments agreement from April 2014 (available below) lists an early termination fee of $500 per location or Liquidated Damages, whichever is greater, which is as expensive as termination fees get. Merchants are encouraged to aggressively negotiate pricing and contract terms under this type of scenario because it usually means that fees and terms are highly flexible. Learn everything you need to know about rates and fees as well as how to negotiate merchant account contracts in “Fee Sweep.” See the Global Payments Terms & Conditions.
|Key Points – Complaints & Service|
|Live customer support?||Yes|
|Most common complaint:||Poor service|
Global Payments has a low-to-moderate complaint count for a processor of its size and time in business. Additionally, the most common themes among the complaints are reports of fund holds and poor customer service. It is generally unclear in the complaints why the funds were held, but holds often happen because of suspicious transactions or transactions that exceeded a merchant’s processing limit. Since most of these complaints appear to be isolated incidents, they will not count heavily against the company’s rating in this section.
It is worth mentioning, however, that as of this update there has been a recent decline in complaints posted in the comment section of this review. This reverses a trend seen through the end of 2014 in which the company was amassing complaints more frequently than usual. Most of these comments cite poor customer service or undisclosed fees, such as early termination fees. The uptick in complaints was also consistent with a slight increase in complaints found on other websites like Ripoff Report, although the natures of the complaints vary. While the reversal of this trend is commendable, it barely alters our grade for a large, established company like Global Payments.
Related: Best Processors For E-Commerce
|Key Points – BBB Report|
As of this review, Global Payments is not accredited with the Better Business Bureau and is showing an “A+” rating. The company has had 64 complaints filed against it in the last three years, all but two of which cite problems with products/service and billing/collection. Global Payments has resolved 23 of these complaints to the merchants’ satisfaction. The remaining complaints either were not satisfactorily resolved or did not receive a final assessment from the merchant. In light of the company’s low complaint volume for its size, we have adjusted the BBB’s rating to an “A-” for the purposes of this review.
* Denotes CPO-adjusted BBB score
This review was originally published on 2/13/12 and was last updated on 10/6/15.
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