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A First Data (Fiserv) Reseller
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.
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.
Merchant One 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.
Merchant One Review 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 58 complaints and 50 reviews in regards to…
- Sales & Marketing: Appears to hire independent sales agents and has received a high number of complaints about its…
Should You Trust Merchant One?
Lawsuits, Reviews & Complaints
Here's Who We Trust.
Total Online Complaints
Live Customer Support
Most Common Complaint
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 merchants 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.
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 merchants 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 Service Options
To its credit, Merchant One provides a customer support number for merchants, but it’s unclear whether this line is serviced by Merchant One itself or by First Data (Fiserv).
We have located multiple Merchant One customer service numbers:
(800) 910-8375 – Toll-Free General Customer Service
(800) 610-4189 – New Accounts
Merchant One offers a customer support form on its website and two customer service email addresses:
firstname.lastname@example.org – Customer Support
email@example.com – Information
Merchant One’s support channels are currently not sufficient to qualify it as a top-rated payment processor for customer service.
Is the BBB Rating for Merchant One Accurate?
Better Business Bureau Profile
See Which Processors Offer No Monthly Fees And No Contracts.
Product & Service Complaints
Billing & Collection Complaints
Advertising & Sales Complaints
Guarantee & Warranty Complaints
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.
Over 50 Complaints
As of this review, the BBB is reporting an “A+” rating for Merchant One despite receiving 58 complaints over the last 36 months. 31 of the complaints were due to a problem with a product or service, 20 were billing or collections issues, and 7 were due to advertising or sales problems. Only 17 of these 58 complaints were resolved by the company to the satisfaction of the merchant. The remaining 41 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
In addition to those 58 complaints, the company’s BBB profile has also received 50 informal reviews. 24 of those reviews are positive, and the remaining 26 are negative. It should be noted that many of the positive reviews have been submitted twice, and it is unclear why the BBB has accepted them two times. The most recent negative review mentions difficulty closing an account after being overcharged:
I would not recommend using this company for your merchant services. I had to fight with them every month to get my “quoted rate” and it was never correct. I just settled so I would not burn more time with them. Countless hours of frustrating phone calls. **** ****** was terrible to work with. Now I am trying to get them to cancel my account because I switched to CHASE MERCHANT SERVICES. I am getting charged monthly fees with no transactions – once again – wasting my time so I am going to the internet to post my complaints. I sent 3 emails with no response. I hope this gets someone’s attention.
Merchants in this position can cancel their service by taking the proper steps to close their account without paying a fee.
A “B” Performance Overall
Based on Merchant One’s complaint count, resolution ratio, and business size, we are adjusting the rating of this section to a “B” for the purposes of this review.
How Expensive is Merchant One Service?
Rates, Fees, and Contract Terms
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1.00% - 4.99%
1.00% - 4.99%
Virtual Terminal Rate
1.00% - 4.99%
Payment Gateway Fee
Early Termination Fee
PCI Compliance Fee
$100 Per Year
Equipment Lease Terms
36-60 Months (locked)
Merchant One Pricing
Pricing and fees of a Merchant One merchant account will likely vary by merchant based on business type, processing volume and the agent setting up the account. Merchant One’s standard merchant account contract (available below) 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 merchants 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 merchants. 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 merchants 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. Merchants 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.
Does Merchant One Use Deceptive Marketing?
Advertising & Sales Strategy
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Employs Independent Resellers
Advertises Deceptive Rates
Discloses All Important Terms
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 merchant’s transactions would qualify for them. The site fails to mention what type of transaction qualifies for this transaction rate or whether merchants 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.