Variable Contract Terms

There is very little publicly available information about the standard NXGEN Canada contract. The company is a reseller of Elavon, which means that it does not charge an early termination fee, but other details like contract length and pricing structure are not disclosed on the company’s website. For reference, a typical Elavon contact assesses a swipe rate of 2.65% plus $0.19 or a keyed-in rate of 3.50% plus $0.19 per transaction.

It is also possible that the company leases equipment through Ladco Leasing, which can sometimes result in merchants getting locked into long-term, non-cancellable terminal leases. A company representative has informed us that NXGEN offers interchange-plus pricing with no early termination fees and a PCI compliance fee of $8.50 per month ($24.95 quarterly). The company also advertises a zero fee pricing plan that surcharges merchants to offset transaction fees.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, NXGEN Canada also dedicates a portion of its website that advertises its virtual terminal and payment gateway, offered through Converge (formerly Virtual Merchant). However, pricing on either of those services is not disclosed. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.

No Red Flags

In general, there are no public complaints to be found regarding the company’s pricing and fees. We are therefore inclined to award NXGEN Canada an “A” in this section for the time being, and it’s possible that NXGEN’s pricing is competitive with even the cheapest merchant accounts. If you have any knowledge of the standard NXGEN Canada contract, please share that information in the comment section below this review.

Low Complaint Total

We can find only a couple of negative NXGEN Canada reviews on the usual consumer protection websites, none of which accuse the company of being a scam. Two complaints mention long holds and slow response times from customer support, but they appear to have been isolated incidents. In general, NXGEN’s low overall complaint total indicates that it provides adequate support for its merchants.

NXGEN Canada Lawsuits

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

NXGEN Canada Customer Support Options

The NXGEN Canada website lists a phone number for customer support and a general email address, and these channels appear to be directly serviced by NXGEN representatives rather than by Elavon support. Although its number of support channels is lower than other payment processors, its available channels perform at a level consistent with the top-rated credit card processors for great customer service.

Clean Complaint Record

NXGEN Canada currently has an “A+” rating with the Better Business Bureau and has been accredited since August 2016. The company has received 0 complaints in the last 36 months. It also has not received any negative informal reviews.

An “A” Performance

Given NXGEN’s complaint total and resolution ratio, we agree with the BBB‘s rating at this time. However, merchants should note that there are good reasons to be skeptical of the BBB’s ratings.

Inside/Outside Sales Team

NXGEN Canada appears to market itself primarily through a combination of independent sales agents, vendor relationships, and strategic partnerships. Generally speaking, the use of independent agents tends to result in higher complaint rates for a company. In this case, however, we cannot find any negative NXGEN Canada reviews that accuse the company’s sales reps of deceptive conduct. This may indicate that the company exercises a greater-than-average degree of control over its agents’ conduct, or it could be a sign that some complaints intended for NXGEN are instead filed against its processor, Elavon.

No Deceptive Quotes

As a point in the company’s favor, it does not appear to list any misleading rate quotes or guarantees in its official materials. If you suspect, however, that NXGEN is overcharging you, you can get a second opinion on your monthly fees with a third-party statement audit.