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Merchant One Credit Card Processing 2023: Reviews & Complaints
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Merchant One is a Miami, Florida-based independent sales arm of United Bank Card that uses First Data (now Fiserv) as its backend processor. Merchant One has recently rebranded its logo and revamped its website to make the claim that it serves more than 100,000 merchants. In December 2022, Merchant One was purchased by Fiserv, the largest company in the credit card processing industry.
Merchant One Payment Processing
Merchant One provides credit card and debit card processing services for nearly any need and has an iPhone app for wireless processing. They also offer POS systems, swipers, a virtual terminal, recurring payments, a customer vault, analytics and reporting, gift and loyalty programs, marketing campaigns, PCI compliance, check processing, e-commerce solutions including shopping carts, cash advances, B2B programs, and 24-hour support.
In-Store Credit Card Processing with Merchant One
For businesses with a physical retail presence, Merchant One provides point-of-sale (POS) systems that accept a wide variety of credit and debit cards. These devices are designed to quickly and securely process card payments, reducing waiting times for customers.
Online Credit Card Processing by Merchant One
Merchant One offers an internet payment gateway for businesses with online operations. This feature allows the processing of online transactions securely and efficiently. It’s compatible with a range of shopping cart systems, enabling seamless integration with existing online platforms.
Merchant One’s Mobile Payment Processing
To cater to the growing need for mobile transaction capabilities, Merchant One offers a mobile payment solution. This service allows businesses to accept payments from smartphones or tablets, providing flexibility to businesses that often operate outside a traditional store setup.
Fraud Prevention Measures at Merchant One
To maintain a secure transaction environment, Merchant One implements various fraud prevention measures. These mechanisms help protect businesses from fraudulent transactions and potential chargebacks.
Integration with Other Software by Merchant One
Merchant One’s services can be integrated with other business software, allowing for the consolidation of sales data and the streamlined management of business finances.
Gift Card Programs
Gift card programs are an excellent way for businesses to increase sales and customer loyalty. Merchant One offers gift card programs that are fully customizable, allowing businesses to design their own gift cards and track sales data in real-time.
Merchant Cash Advance
Merchant One offers merchant cash advances to businesses that need quick access to capital. Merchant cash advances are an excellent alternative to traditional loans because they are easy to qualify for and provide businesses with the funds they need to grow.
Location & Ownership
Jim Saka is listed as the CEO at Merchant One, which is headquartered at 524 Arthur Godfrey Rd 2nd and 3rd floor, Miami Beach, Florida 33140. Merchant One is a registered ISO/MSP of Wells Fargo Bank, N.A., Concord, California, and Fifth Third Bank N.A, Cincinnati, OH, USA. The company should not be confused with One For Merchants, a wholly separate merchant account reseller.
Table of Contents
- Costs & Contract: Appears to offer a three-year contract through First Data (Fiserv) with an early termination fee of up to $750 and…
- Complaints & Service: Has received more than 100 public complaints regarding…
- BBB Rating: Has two profiles with the Better Business Bureau. It has an “A+” rating and has received 71 complaints and 39 reviews in regard to…
- Sales & Marketing: Appears to hire independent sales agents and has received a high number of complaints about its…
Merchant One Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||120+|
|Live Customer Support||Yes|
|Most Common Complaint||Hidden Fees|
High Complaint Total
It is evident that the dispute resolution process at Merchant One needs improvement because there are over 120 negative Merchant One reviews across several consumer protection websites, and several of them accuse the company of being a scam or ripoff. This is a moderate-to-high number of complaints in comparison to other providers of its size. Most problems seem to center around businesses feeling as though they were deceived by the company’s advertising and sales processes. Many also complain of undisclosed fees and undisclosed contract terms during account setup and high cancellation fees. If you have your own Merchant One review to make, please do so in the comments below.
Merchant One Lawsuits
In March 2021, an individual brought a suit against Merchant One that alleges that they continued to report a debt to credit reporters despite his disputing it. The suit is ongoing. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Merchant One Customer Support Options
To its credit, Merchant One provides a customer support number for businesses, but it’s unclear whether this line is serviced by Merchant One itself or by First Data (Fiserv).
Merchant One Customer Service Numbers
- (800) 910-8375 – Toll-Free General Customer Service
- (800) 610-4189 – New Accounts
Other Support Options
- Customer support form
- Customer service email addresses
Merchant One’s support channels are currently not sufficient to qualify it as a top-rated payment processor for customer service.
Merchant One Online Ratings
Here's How They Rate Online
BBB Rating Analysis
Merchant One has an average customer review rating of 1.53/5 stars on BBB based on 45 customer reviews. The company has also received 82 complaints closed in the last 3 years, with 48 complaints closed in the last 12 months. Common themes in the reviews and complaints include issues with billing and collection, dissatisfaction with services provided, and challenges in communication with the company.
This company never charged us the fees they promised we would be charged for processing. They attempted to steal money from our bank account when they were explicitly told they no longer had permission to electronically access our account any more. We closed our account with them and stopped using them for processing in September 2023. They locked us out of seeing our billing for September online and did not get our September bill to us until October 12th, 2023. Yet they want to add $100 to our September 2023 bill as of October 5th for collections when we didn’t receive our bill for September 2023 until October 12th? That’s ridiculous! They need investigated for illegal business practices!
– Complaint from October 30, 2023
This company calls itself 4 different names. Left us, over the holiday, unable to do anything or pay anyone. Took payment for their services, but never provided any services. They had nine days for the first transaction that did not process and 3 days for the second amount to process, which neither ever processed. They did not inform anyone at our agency that nothing was being processed, which is why they were hired. But, yet they billed us twice and sent us a receipt that these transactions took place. After hours at our bank did we ever understand the occurrence of which our bank forced us to get another account and close out the account and we did nothing to no one.
– Review from November 11, 2023
There are no positive reviews published about Merchant One on the BBB website.
Trustpilot Rating Analysis for Merchant One
Merchant One has an average customer review rating of 4.9 out of 5 stars on Trustpilot, based on 7,607 customer reviews. The majority of reviews (94%) are 5-star, indicating a high level of customer satisfaction. Common themes in the reviews include appreciation for excellent customer service and efficient problem resolution.
There are few negative reviews on the Trustpilot page for Merchant One. The overwhelming majority of reviews are positive, with very few negative comments.
I had a situation with my account and my Customer Service representative Chantel went above and beyond to rectify and straighten everything out…. She took her time over the course of a week to work with me and follow up as asked… I would definitely recommend Merchant One to my fellow business associates.. thanks again
– Review from November 20, 2023
Lavina quickly figured out the problem I was having and walked me through the solution. She was patient with me as I worked on getting to the answer and carrying it out. She was very confident that all would be well. And she is a delightful face of the company.
– Review from November 20, 2023
ComplaintsBaord Review Analysis
The content from the Merchant One page on ComplaintsBoard.com reveals various customer experiences. The page includes multiple complaints, each detailing specific issues faced by customers. Common themes in these complaints include unexplained settlements from bank accounts, high monthly fees, and issues with contract transparency.
In late July 2023, we had 4 fraudulent transactions via our website web portal. The money has been returned via a chargeback. Merchant One is currently holding $60,000 plus in processed charges. Merchant One has not indicated when this money will be released. Our company does not have a contract stating funds will be held indefinitely. Funds have been held for 16 days as of today.
– Complaint from August 24, 2023
I had identified two separate settlements from my bank account that have not been identified by Merchant One. I emailed the department that had handled a previous complaint where monies were removed from my account that was later explained as being an error from the credit card company paying double the amounts and later removing the overpayment caused entirely by the CC companies, not me. So, I was told. The person who handled this investigation is a Felix in security at the Merchant One firm. I accepted his explanation on face value. However, I have since written to him on more recent settlements that he has not yet responded to. I have written three times beginning on April 20, 2022, April 21, and April 22, and April 29th, yet to date, he has not responded to my inquiry. The two deductions are as follows: April 19, 2022, $299.00 and March 28, 2022, $499.00. Neither of these deductions from my bank have been explained by Merchant One as to why they were deducted from my account.
– Complaint from April 29, 2022
There are no positive reviews published about Merchant One on the ComplaintsBoard.com website.
Merchant One Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
Merchant One Pricing
Pricing and fees of a Merchant One business account will likely vary by client based on business type, processing volume and the agent setting up the account. Merchant One’s standard merchant account contract can range from three to five years with an early termination fee of $25 per month for the remaining months of the contract term (known as Liquidated Damages), or $295, whichever is greater. This conflicts with the rates advertised on the company’s homepage, which lists an early termination fee of $0.00. Multiple recent complaints mention an early termination fee of $750, indicating that this amount could have gone up. The agreement also references a non-cancellable lease for the term of the contract. We encourage business owners to check out our list of the providers of the best merchant services.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Merchant One also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. However, pricing is not disclosed on either of those services. The company does offer over 175 shopping card integrations to clients. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
There are several complaints from clients saying that neither the contract term nor the cancellation fees were disclosed by the agents during the application process, so merchants should be sure to check the document below for the actual text of the ETF (found on page 38). The company also appears to charge an annual PCI Compliance fee of around $100, which conflicts with the PCI fee of $0.00 advertised on its homepage. We will hold the grade to its previous rating and update this section as more information regarding Merchant One’s contract policies becomes available. Business owners are advised to compare the company’s pricing to the cheapest merchant account providers for the best chance at savings. See the Merchant One Program Guide.
Merchant One Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|Discloses All Important Terms||No|
Misleading Rate Quotes
We have found a few instances of misleading marketing and reports of deceptive sales tactics attributed to Merchant One. In the past, Merchant One promoted processing rates starting at 0.39% on its homepage as well as through online advertisements we found. Currently, the company’s homepage quotes low rates “starting at 0.29%.” Not only do these quoted rates set unrealistic expectations, but only a tiny fraction (if any) of a client’s transactions would qualify for them. The site fails to mention what type of transaction qualifies for this transaction rate or whether businesses will experience additional fees outside of that rate. This does not compare favorably to our list of best credit card processors.
Widespread Sales Complaints
In addition to the misleading rate promotion, Merchant One’s website used to state that merchants “will not be subject to any long-term agreement” and “are absolutely free to cancel their services with us at any time—for any reason.” Based on Merchant One complaints describing cancellation fees ranging from $200-$300, this claim was either a new policy or a complete falsehood. As of this update, these claims appear to have been removed from the Merchant One website, indicating that they might not have been completely truthful. Although the company has removed these specific claims, we are still awarding it a “D” based on the large number of complaints that the company has received and the rate quotes described above. If you suspect that Merchant One is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.
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