NXGEN Payment Services Review

NXGEN Payment Services Overview

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Offering Merchant Services Since 2002

Established in 2002, NXGEN Payment Services (nxgen.com) is a merchant account provider for businesses within the U.S. The company offers retail, mail order/telephone order and internet electronic payment acceptance options. NXGEN Payment Services is a registered ISO/MSP of Elavon and of Wells Fargo Bank, N.A., Concord, California.

Based in Montana

NXGEN USA is headquartered at 940 Spokane Ave Suite #5 Whitefish, Montana 59937, although it has other offices across the country. Several years ago, NXGEN launched a joint Canadian venture with a company called Paylogec, and the two companies operated together for a time under the name of NXGEN Canada. Since then, the partnership has ended, resulting in separate DBAs for the two companies. NXGEN USA now conducts international business under the name NXG International Payment Services, while the company formerly known as Paylogec now goes by the name of NXGEN Canada and is based at 13351 Commerce Pkwy Unit 1218, Richmond, BC V6V 2X7, Canada.

Separate From NXGEN Canada

To further clarify, NXG International Payment Services (ca.nxgen.com) is the international business department of NXGEN USA, while NXGEN Canada (nxgencanada.com) has no affiliation with NXGEN USA or NXG International Payment Services. Thomas Nitopi is the CEO of NXGEN USA.

NXGEN Payment Services Review Table of Contents

  • Costs & Contract: NXGEN Payment Services appears to offer a multi-year contract through Elavon with no early termination fee.
  • Complaints & Service: NXGEN Payment Services has received fewer than 10 public complaints.
  • BBB Rating: NXGEN Payment Services has an “A+” with the Better Business Bureau and has received one complaint in the past three years.
  • Sales & Marketing: NXGEN Payment Services appears to hire independent sales representatives and has received a few complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With NXGEN Payment Services

NXGEN Payment Services Statement Analyzer

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Products & Services Offered

  • Debit and credit card processing
  • ATM placement
  • Gift and loyalty programs
  • EMV acceptance
  • Mobile processing
  • E-commerce solutions

Types of Businesses Served

  • Retail
  • E-commerce
  • Automotive
  • Non-profit
  • Hospitality
  • Restaurant

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NXGEN Payment Services Rates, Fees, and Costs

Key Points

Swiped Rate 2.75%
Keyed-in Rate 2.75%
Early Termination Fee None
PCI Compliance Fee Variable
Equipment Lease Terms Variable

NXGEN Pricing

NXGEN offers two pricing plans on its website. The first, “Instant Processing,” comes with a 2.75% transaction fee, no monthly fees, a $25 terminal, is both Android and iPhone-ready, and has a 30 day money-back guarantee. The “Custom Pricing” plan has variable rates and fees, comes with a dedicated U.S.-based account specialist, and allows merchants to select POS systems and e-commerce solutions based on their needs. NXGEN does not disclose its full fee list or merchant agreement, but business owners should be aware that additional fees, like PCI Compliance fees and monthly minimum fees, may apply.

Avoid Equipment Leases

A company representative has stated that the standard NXGEN contract is an Elavon contract with no early termination fees. NXGEN allows merchants to rent, lease, or purchase equipment through its website, and there is some evidence that the company is partnered with First Data Global Leasing (one of the worst rated companies on CPO) to supply its equipment leases. Merchants are encouraged to purchase their equipment to avoid an expensive long-term lease. If you have any knowledge of the standard NXGEN contract, please leave that information in the comment section of this review.

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NXGEN Payment Services Complaints & Customer Reviews

Key Points

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

Low Complaint Total

We are able to locate only two negative NXGEN Payment Services reviews outside of the BBB, and one accuses the company of being a scam. This low complaint total indicates that the company has an active and available customer service department.

NXGEN Payment Services Lawsuits

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

Possible Rerouted Complaints

NXGEN appears to offer a dedicated support form on the “Contact Us” section of its website, along with a general contact number. Though NXGEN’s support options appear to be well-monitored, they aren’t sufficient to qualify the company as a top-rated payment processor for customer service. There is some likelihood that NXGEN’s clients are directing their complaints at Elavon and interacting primarily with Elavon customer support. Since there is no way to verify whether this is the case, we award NXGEN an “A” in this category.

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Response from NXGEN Payment Services

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NXGEN Payment Services BBB Rating Summary

Key Points - BBB

Product & Service Complaints 0
Billing & Collection Complaints 0
Advertising & Sales Complaints 1
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Single BBB Complaint

NXGEN has been an accredited business of the Better Business Bureau since 2006, and the company maintains an “A+” rating as of this update. Only one complaint has been filed with the BBB regarding an advertising or sales issue. The complaint either was resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.

What Merchants Say

The sole complaint filed against NXGEN describes continued charges on an undisclosed equipment lease through First Data Global Leasing:

I was contacted by a sales representative for Elavon about switching to them for my merchant point of service needs. I was promised that they could offer me lower rates than my current provider, that I would not be bound by a contract and would be able to sign up on a month-to-month basis. The sales rep assured me I could cancel services at any time if I was not happy. The rates he gave me were great and the promises of no long contracts is what persuaded me to sign up with Elavon. There was never any mention of any other company that would be involved in the contract. I asked him several times to confirm that I would not be bound by a contract and that I could cancel at any time. I wanted to make sure that their services would meet my needs and did not want to commit to a lengthy term. My manager and receptionist were both witnesses to these conversations and to my signing the contract with this promise. I read the contract over before I signed to make sure that there was nothing binding me to anything beyond month-to-month. When I signed, there was not. I asked him about everything I was signing. I noticed the section for the equipment lease, and there was nothing filled in for the lease term, only the monthly fee for two machines. I signed on July, 2016. I closed the account in September with no problem. After I had signed the closure, I asked the customer services rep from Elavon via email “I trust that there is nothing else that I have to cancel? I will not longer have any charges for services, equipment or anything else?” She replied “…excluding the September statement fees you will no longer be charged by Elavon or NXGEN.” In November I noticed that I had been charged by First Data for merchant services and found out that they actually provided the equipment. Apparently I had a 48 month lease with them. When I contacted the customer services rep to ask about this, she said she was sorry that she created confusion but that those payments would continue.

Merchants can avoid sneaky equipment leases by instead opting for a top-rated credit card processor with transparent contract terms.

An “A” Performance Overall

Given the fact that it has received only one complaint, we agree with the BBB’s rating in this case.

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Response from NXGEN Payment Services

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Truth In Marketing & Advertising

Key Points

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

Independent Sales Team

NXGEN appears to market its services through the use of independent sales agents. Generally speaking, this is a standard industry practice that often results in high complaint rates among merchants. A handful of recent NXGEN Payment Services complaints from merchants and sales agents appear to describe conditions similar to a standard industry “hiring mill.”

Employee Complaints

A few complaints from sales agents describe a difficult commission-based structure, an unrealistic workload, and questionable sales tactics. Here is an example of one such complaint:

Business practices are intentionally deceptive. Upper management rolls out new “programs” for merchants which are designed to scam them out of more of their money. They offer “opt-out” periods (usually 2-4 weeks) for these programs, and then automatically enroll merchants in them.

Slight Cause for Concern

It is also worth acknowledging that many complaints that would have been directed to NXGEN may have instead been filed against Elavon. Ultimately, the complaints from employees and merchants alike that mention potentially deceptive practices has earned NXGEN a “B” rating in this category. If you suspect that NXGEN Payment Services is charging you undisclosed fees, we recommend seeking a third-party statement audit.

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Response from NXGEN Payment Services

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NXGEN Payment Services Marketing Example

NXGEN Payment Services Logo

Our Opinion of NXGEN Payment Services

A Reliable Option for Most Businesses

NXGEN Payment Services rates as an exceptional merchant services provider according to our standards. The company is showing a low complaint total outside of the BBB with none explicitly calling the company a ripoff. NXGEN’s apparent partnership with First Data Global Leasing does provide some cause for concern, so merchants should read their contracts carefully and compare all of NXGEN’s terms to those of low-cost payment processors to get the best deal.

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My Qualifications

I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so decided to build this website to help you research which providers to use and how to save money on rates and fees. 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 here. Simply scroll to the top of the page to find the search bar. You can also message me if you need any guidance.

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