Merchants Bancard Network 2023: Reviews & Complaints
Before we dive in, here’s a short summary of what we’ll cover:
- Merchants Bancard Network’s various payment processing services.
- MBN has received a few complaints over the years, but not very many recently. Customer service was one of the main issues mentioned in the past.
- The MBN contract is not particularly competitive.
Merchants Bancard Network Payment Processing
Merchants Bancard Network processes most major credit and debit card payments for most business types, including high-risk. They offer solutions including Clover POS and mobile systems, an online payment gateway, cash discounts, mobile wallets, and recurring billing.
Equipment and Support
The company provides point-of-sale (POS) equipment at discounted prices from leading brands. They also offer in-house support and free PCI compliance, with no hidden fees.
MBN has a partnership with Lendio to offer access to small business capital. They also have a cash discount dual pricing program aimed at eliminating interchange costs for the merchant.
Location & Ownership
Merchants Bancard Network was previously located at 27433 Tourney Rd Suite 210, Valencia, CA 91355, but it appears to have moved to 365 E Windmill Ln STE 100, Las Vegas, NV 89123. It is a registered ISO/MSP of Wells Fargo Bank, N.A. Walnut Creek; Westamerica Bank, Santa Rosa, CA; and Esquire Bank NA, Jericho, NY; and it is a reseller of First Data (now Fiserv). Jerry Cain is the CEO of Merchants Bancard Network and Travis Cain is vice president.
Table of Contents
- Costs & Contract: Appears to offer a three-year contract through First Data (Fiserv) with…
- Complaints & Service: Complaints number more than 40 on…
- BBB Rating: Has an “A+” rating and has received…
- Sales & Marketing: Appears to hire independent sales agents and has received…
Merchants Bancard Network Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||40+|
|Live Customer Support||Yes|
|Most Common Complaint||Poor Service|
Moderate Complaint Total
As of this update, we are able to locate over 40 negative Merchants Bancard Network reviews in the comment section of this review and on other consumer protection websites. Common themes include misrepresentation or nondisclosure of contract terms, unreachable customer service representatives, unauthorized fees, and difficulty canceling accounts. Many of these Merchants Bancard Network reviews were filed against the company’s alternate (possibly former) name of iMAX Bancard Network, which might partially explain the company’s apparent rebranding. A little over half of these Merchants Bancard Network complaints received public responses from company employees to varying outcomes. If you have your own Merchants Bancard Network review to make, please do so in the comment section below.
Merchants Bancard Network Lawsuits and Fines
In May 2020, Merchants Bancard Network was sued in a class-action suit for alleged violations of the Telephone Consumer Protection Act. The suit was settled in 2021. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Merchants Bancard Network Customer Support Options
The company’s website offers dedicated support phone lines and email addresses.
Merchants Bancard Network Customer Service Number
- (877) 871-4629 – General Customer Service
Other Support Options
- Customer support form
- Customer service email addresses at
While these options are comparable to those offered by top-rated merchant accounts for customer service, they do not appear to do a sufficient job of resolving complaints in-house at this time.
Merchants Bancard Network Online Ratings
Here's How They Rate Online
Online Ratings Summary
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
Rebooted BBB Profile
Merchants Bancard Network has an “A+” rating with the BBB and has been an accredited business since 2011. The company’s profile is currently showing 20 complaints in the last 36 months.
What Merchants Say
Merchants Bancard Network has also received 21 informal reviews to its BBB profile, 8 of which were negative in tone and 13 of which were positive in tone. Almost all of the positive reviews come from within the same few-month period, which is somewhat suspicious, but it may be simply a campaign from the company to get its customers to leave a review. The most recent negative complaint deals with issues closing an account:
Worst company iv done business with. I am struggling to cancel them though iv sent requests and called many times for several months. Each time they run me through some speech that it’s being sent to management. I will be filing a complaint and reporting them to my bank as they continue to charge me. Do not ever use this company! Untrustworthy and were problematic the entire time I used them but I was stuck in a contract. I would not trust this company with your businesses card processing.
Clients in situations like this can benefit from understanding how to cancel a merchant account without paying a fee.
A “B” Performance Overall
Given the fact that the company’s old BBB page was essentially wiped clean, we are adjusting its grade to a “B” for the time being.
Merchants Bancard Network Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
|Processing Rates||1.00% - 4.99%|
In-Person Point of Sale
For transactions that are conducted in person, MBN charges $0.10 per transaction. Additionally, there is a monthly fee of $10. The company offers in-house support, transparent pricing, free PCI compliance, and states that there are no hidden fees.
Card Not Present Transactions
For transactions where the card is not physically present, the cost is $0.20 per transaction. A monthly fee of $20 is also applicable. Similar to the in-person plan, this also includes in-house support, transparent pricing, free PCI compliance, and no hidden fees.
Cash Discount Program
MBN offers a cash discount program that costs $0 per transaction and has a monthly fee of $25. This plan also includes in-house support, transparent pricing, free PCI compliance, and no hidden fees.
Merchants Bancard Network fees and contract may also be through a three-year agreement through First Data (Fiserv) with an automatic renewal on a month-to-month basis. Typical First Data (Fiserv) contracts include rates of 2.69% + $0.19 for swiped transactions and 3.69% + $0.19 for keyed-in transactions. However, as a reseller of these services, Merchants Bancard Network reserves the right to alter these terms and conditions. Their ability to do so is apparent from an early termination fee of $250, and an annual fee of $89 that is separate from an unrelated monthly PCI compliance fee. As noted above, the early termination fee may also reach nearly $1,000 under certain circumstances. These terms are less than competitive, especially compared to the cheapest merchant accounts available.
Unexpected Rate Increases
Multiple clients also report receiving notices of Merchants Bancard Network “rate increases” after the first month of service, which may actually be the product of deceptive rate quoting. In these cases, it is possible that the sales agent or marketing materials only present the lowest possible rate at the time the contract is signed, and then the business sees a higher effective rate after one month of billing and perceives it to be an increase. We encourage business owners to check out our list of the providers of the best merchant services.
Several complainants also refer to expensive, non-cancellable equipment leases through First Data Global Leasing that force clients to pay the contract in its entirety regardless of when they return the equipment. Overall, we feel that these terms merit a “D” rating when compared to industry averages.
Merchants Bancard Network Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|Discloses All Important Terms||No|
Outside Sales Team
Merchants Bancard Network appears to use telemarketing and independent sales agents to market its services. The use of independent sales agents is often linked to elevated complaint rates among clients, as ISAs are generally untrained and receive little oversight. We are able to locate multiple Merchants Bancard Network reviews that mention nondisclosure by agents, lack of follow-through on altered contract terms, and misrepresentation of the agent’s identity over the phone. This does not compare favorably to our list of best credit card processors.
Deceptive Rate Quotes
At the time of an earlier review, the Merchants Bancard Network rates on their website featured a quote of “low rates from 1.19%” on its homepage. We consider this type of rate quoting to be deceptive, as it might lead business owners to have an unrealistically low expectation of the rates they’ll pay. The company appears to have removed these quotes from its website, but clients should be aware that they may still appear in the company’s advertising materials.
Misleading Contractual Language
We have found a 2018 Merchants Bancard Network complaint from a business alleging that they were charged an early termination fee despite their contract listing an early termination fee of $0. The document, which can be seen below and here, does indeed list “$0” in the “Early Termination Fee” box. However, it also contains the following language in Section 9 lower on the page:
In the event that Client terminates or breaches the terms of this Agreement before the end of the initial three (3) year term, Client shall be obligated to immediately pay Acquirer or its representative, as liquidated damages, an early termination fee in addition to any other monthly fees in the Merchant Processing Agreement for the remaining term of the Agreement.
The business claims to have been charged over $960 for cancellation, which indicates that even a clear “$0” in the “Early Termination Fee” section of the Merchants Bancard Network contract isn’t enough to protect clients from a very large cancellation penalty. In our opinion, this is a highly deceptive practice that warrants a “D” rating in this section. If you suspect that Merchants Bancard Network is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden fees.
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