JetPay Merchant Services Review

JetPay Merchant Services Overview

JetPay Merchant Services May Have Overcharged You

If you accepted credit cards through JetPay Merchant Services or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.

11/15 Update: JetPay Merchant Services was acquired by the NCR Corporation. JetPay’s former website domain redirects visitors to the NCR website. Moving forward, we will no longer update this review. However, all data included in the review is current as the finalization of the acquisition and will be left available for merchants to reference.

Integrated Payment Solutions

JetPay Merchant Services is a merchant account provider specializing in technology solutions for the e-commerce and card-not-present marketplace. JetPay’s website states that the company’s services adapt to any website/payment application, as it requires no special software or setup. JetPay was acquired by payment technology company NCR Corporation in October 2018.

Acquired by NCR

On October 2018, NCR announced its acquisition of JetPay. The company was acquired by way of a $184 million dollar stock purchase. According to a press release tendered by NCR:

“The acquisition of JetPay is a key, strategic initiative that will enable NCR to create a full, end-to-end integrated payments offering for its enterprise-wide POS customers,” said NCR President and Chief Executive Officer, Michael D. Hayford. “Enabling payments as part of our transactions is part of our long-term strategy to create integrated value for our clients.”

As of this review, JetPay has been completely integrated into the NCR brand.

JetPay Location and Ownership

JetPay’s payment processing headquarters can be found at 3361 Boyington Dr., #180, Carrollton, Texas 75006, which is right next to the offices of TransTech Merchant Group and Certified Payment Processing. JetPay LLC is a registered ISO/MSP of Esquire Bank, Garden City, New York, Synovus Bank of Columbus, Georgia, Peoples Trust Company, Vancouver, Canada, and BMO Harris Bank of Chicago, Illinois. Diane (Vogt) Faro is listed as the CEO of JetPay.

JetPay Merchant Services Review Table of Contents

  • Costs & Contract: JetPay offers a three-year contract with an early termination of $550 or more.
  • Complaints & Service: JetPay has received fewer than 10 public complaints.
  • BBB Rating: JetPay has an “A+” rating with the Better Business Bureau and has received 0 complaints and 1 review in the past 3 years.
  • Sales & Marketing: JetPay does not appear to hire independently contracted sales agents and has not received any complaints about its sales team.
  • Rates & Fees: How Merchants Got The Best Rates With JetPay
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Products & Services Offered

  • Debit and credit card processing
  • ACH processing
  • Gift and loyalty programs
  • Recurring billing
  • Smartphone processing
  • POS equipment

Types of Businesses Served

  • Retail
  • Mobile
  • E-commerce

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JetPay Merchant Services Rates, Fees, and Costs

Key Points

Swiped Rate 1.00% - 4.99%
Keyed-in Rate 1.00% - 4.99%
Early Termination Fee $550+
PCI Compliance Fee Undisclosed
Equipment Lease Terms 48 Months (locked)

JetPay Pricing

JetPay’s merchant terms and conditions are available below. The company offers a three-year contract with a clause demanding the right of first refusal before a merchant switches to a different provider. If a merchant switches without providing JetPay a chance to match a competitor’s rates, the merchant will owe an early termination fee of either $550 or Liquidated Damages, whichever is greater. The company’s formula for liquidated damages appears to have the potential to put merchants on the hook for a very high cancellation fee, and we have found one merchant complaint that mentions a $500 cancellation fee. It’s possible that JetPay enforces this policy selectively, or that it is adequately explained at the point of signing. Additionally, the standard JetPay contract appears to offer tiered pricing, which is less transparent and usually less competitive than Interchange-plus.

Substandard Contract Terms

The actual terms listed in JetPay’s standard contract appear to warrant a “D” rating, but the general lack of complaints about the company’s contract inclines us to award the company a “C” in this category. Merchants are encouraged to compare JetPay’s pricing to the cheapest merchant account providers in the industry. See the JetPay Merchant Agreement.

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Response from JetPay Merchant Services

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JetPay Merchant Services Complaints & Customer Reviews

Key Points

Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A

Low Complaint Total

At the time of this update, we are unable to locate any JetPay complaints that accuse the company of being a scam or a ripoff. In fact, we can only find a couple of complaints that describe poor service, high fees, and cancellation penalties. Given the company’s contract terms, this low complaint total is surprising, but it appears that the JetPay’s support team does an excellent job of resolving complaints before they are taken to public forums.

JetPay Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against JetPay. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

JetPay Customer Support Options

JetPay appears to employ an in-house customer support team with a dedicated email address, contact form, and phone number. This is consistent with our expectations for great payment processing customer service.

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Response from JetPay Merchant Services

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JetPay Merchant Services BBB Rating Summary

Key Points - BBB

Product & Service Complaints 0
Billing & Collection Complaints 0
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

No BBB Complaints

JetPay currently holds an “A+” rating with the Better Business Bureau but is no longer an accredited business as it had been since 2015 at the time of our last review.. The complaint resolution log shows 0 complaints with the BBB within the last three years. The payment processor has received one negative informal review to its BBB profile, but these reviews are not subject to authentication by the BBB.

What Merchants Say

Despite having 0 complaints filed on its BBB profile, JetPay has received 1 negative informal review. In the review, a merchant details his poor experience with the company’s customer service:

Jetpay has terrible customer service, does not follow up on complaints for over-billing and is almost impossible to end a contract with. They are great at putting customers off. There are much better cc processors available.

Excellent customer service is invaluable for any merchant service provider to maintain relationships with businesses employing its services. Merchants should review their options providers who exemplify high quality customer service.

An “A” Performance Overall

In light of the company’s complaint total, we agree with the BBB’s rating at this time. Merchants should be aware, however, that there are good reasons to be skeptical of the BBB’s reviews.

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Response from JetPay Merchant Services

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers Yes
Advertises Deceptive Rates Yes
Discloses All Important Terms No

Inside Sales Team

JetPay appears to primarily rely on an in-house sales team to market its services, and we are currently unable to locate any negative JetPay reviews that mention the company’s sales team. This seems to indicate that the company’s sales division is generally forthright regarding rates and contract terms. That said, if you suspect that JetPay’s sales team has added undisclosed fees to your contract, we recommend seeking a third-party statement audit to find and eliminate hidden charges.

JetPay Rate Quotes

JetPay’s mobile payments solution, MyMobileMoney, quoted a rate of 2.5% for swiped transactions on its homepage at the time of a previous update. While this rate quote was accurate, the page made no mention of the 3.5% rate that is charged on keyed transactions. Merchants may not understand that the “per swipe” rate doesn’t apply to all transactions, which could cause them to sign up for service without knowing the full pricing details of the service. For this reason, we consider this type of rate quote to be mildly deceptive. It now seems that JetPay has removed this promotional language from its MyMobileMoney page in favor of a newer “cash discount” promotion called JetX that effectively surcharges non-cash-paying customers to offset transaction fees. Overall, we do not see enough negative feedback to lower JetPay’s score in this section.

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Response from JetPay Merchant Services

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JetPay Merchant Services Marketing Example

JetPay Logo

Our Opinion of JetPay Merchant Services

A Decent Credit Card Processor

According to our rating system, JetPay rates as a better-than-average merchant services provider. Although it does not quite rank among the top overall merchant account providers, the company enjoys a very low complaint rate despite contract terms that could result in extraordinarily high cancellation fees. This seems to suggest that the company’s sales and support teams do an excellent job of servicing their accounts and resolving complaints in-house. The company’s overall rating may change if it does not continue to maintain this low complaint volume.

We rely on your feedback about JetPay Merchant Services to keep this review accurate and up-to-date. Please take a minute to tell us about your experience. We and the small business owners of this world thank you!

Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, 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 on this website.

How I Can Help You

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5 Reviews Leave Your Review for JetPay Merchant Services Below

  1. Michelle says:

    This company has some serious issues! They have been giving me the run around for almost a month now! When I call them that have excuse after excuse! Then I’m put on hold for 30 min while they pretend to be getting a supervisor. I want my 5000.00$ that is owned to me! Very unprofessional staff! My next step will be to fly out to Texas and take care of this myself if the issue isn’t resolved immediately!!

    From The Editor
    This Post Might Help: How to Make Your Payment Processor Release Your Money

  2. Edgar Jean says:

    This company has fraudulently processed a $230.47 fee on my bank account and I CANNOT REACH A LIVE PERSON AT ANY TIME OF THE DAY TO RESOLVE. The charge comes up at Collier county bocc 8667566041. When you call this number, you hear jetpay.com and you get a message stating reps are currently busy and then after 5 minutes, it directs you to leave a voicemail and someone will return your call. I have called from mid morning hours to early afternoon etc and have YET to receive a phone call back. Many attempts have all went unanswered. This company is beyond a ripoff. My bank is insisting that I swiped my card chip to chip at some mysterious location and therefore they have to initiate a chargeback, which will take in excess of 45 days to fully investigate… all the while, I am stuck eating this $230.47 that I DID NOT AUTHORIZE. If I could receive any customer service in regards, it would sure make me feel a little better but again, can’t reach them at all. I will be filing a complaint with the BBB AS WELL AS THIS HAS BEEN NOTHING SHORT OF A NIGHTMARE.

  3. Mike Busby says:

    Jetpay use to be a reliable company, but we are stuck in a contract and have received nothing but poor service, exceptional fees. They always have an excuse!

  4. Joan White says:

    I am a very small, local flower merchant in the Allentown, PA area. JetPay has provided my payroll services for many years. I recently signed with them for payment processing as well. I was struck by your saying this company does not appear to be a ripoff. Far from it, this is a well-established company that has been in business for decades. (I think they are a stock issuing company.) Their customer service is better than any I ever had before I went with them. They are constantly putting new features into the systems to make my life easier. My sales guy from the payment company, even though he was in Texas kept in constant touch with me until I was working smoothly (1 hour) then checked in several times that month to make sure everything was good.

    As to prices, I don’t get your C grade. They are the same or better on most of my payments than my previous processor (PNCBank Merchant Services) and I am getting Amex transactions at the same rate as all the other cards (which First Data couldn/t do).

    I give JetPay an A+.

    1. Phillip Parker says:

      Hi Joan,

      In order to authenticate your testimonial, please reply to this comment with your business name and location.

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