OpenEdge Review: Fees, Complaints, Lawsuits & Comparisons
Note: As of 2022, it appears that the OpenEdge brand has been almost entirely absorbed into its parent company Global Payments. As OpenEdge now appears to be a product within Global Payments, we will be shifting our updates to the Global Payments profile.
A Division of Global Payments
OpenEdge is a division of Global Payments that specializes in integrated merchant account software. In other words, OpenEdge enables merchants to add third-party and custom software to their existing payment systems. OpenEdge was created following Global Payments’ acquisition of PayPros and XCharge. OpenEdge should not be confused with an identically named business software solution from Progress Software, as the two brands are unrelated.
OpenEdge Payment Processing
OpenEdge processes payments for credit and debit cards for most business types. It boasts cloud-based/SAS solutions, mobile payments, APIs, a client server accessed from a desktop application, e-commerce solutions, solutions for unattended environments, deployed applications for API integration, and a semi-integrated unified commerce solution.
OpenEdge Location and Ownership
OpenEdge is a registered ISO of Wells Fargo Bank, N.A., Walnut Creek, California; a registered ISO of BMO Harris Bank N.A., Chicago, Illinois; and a registered ISO/MSP of Synovus Bank, Columbus, Georgia. Robert Cortopassi is the senior vice president of OpenEdge which is headquartered at 2578 W 600 N Lindon, UT 84042-1227.
OpenEdge Review Table of Contents
- Costs & Contract: OpenEdge appears to offer a multi-year contract through Global Payments with an early termination fee of $300.
- Complaints & Service: OpenEdge has received more than 50 public complaints.
- BBB Rating: OpenEdge currently has an “A+” rating and has received 16 complaints and 10 reviews n the last 3 years. The company has been accredited by the Better Business Bureau since 2012.
- Sales & Marketing: OpenEdge does not appear to hire independent sales representatives but has received a few complaints about its sales practices.
OpenEdge Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||50+|
|Live Customer Support||Yes|
|Most Common Complaint||Hidden Fees|
Moderate Complaint Total
We are currently able to locate more than 50 negative OpenEdge reviews, some of which accuse the company of being a ripoff or a scam. Issues cited by complainants include unexpected fees, poor customer service, difficulty canceling service, and fund holds. Some of the available complaints go out of their way to state that they were satisfied with their service through PayPros but have been disappointed with the pricing and support offered after the acquisition and rebranding to OpenEdge. This is a clearly negative trend that appears to be worsening rather than improving over the past two years.
OpenEdge Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against OpenEdge. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
OpenEdge Customer Service Options
OpenEdge offers live phone and email customer support channels. These options appear to do an average job of resolving complaints in-house, which has excluded OpenEdge from appearing in our list of top-rated merchant services providers for great customer service. We have assigned OpenEdge a “C” rating in this section due to its growing number of complaints.
OpenEdge Online Ratings
Here's How They Rate Online
Online Ratings Summary
|Product & Service Complaints||8|
|Billing & Collection Complaints||8|
|Advertising & Sales Complaints||0|
|Guarantee & Warranty Complaints||0|
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.
Nearly 20 Complaints
OpenEdge has been accredited with the Better Business Bureau since 2012 and currently has an “A+” rating. The company has received 16 complaints in the past 36 months. 8 of the complaints were due to a problem with a product or service and 8 were billing or collections issues. Only 1 of these 16 complaints were resolved by the company to the satisfaction of the merchant. The remaining 15 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
In addition to those 16 complaints, OpenEdge has also received 10 informal reviews to its profile, 1 of which is positive and the rest negative. The most recent review mentions bad customer service and unexpected fees:
Do everything you can to avoid this company. Terrible customer service, hidden fees, every bad review you read is likely true.
Merchant agreements can include terms and conditions that impose fee increases. Knowing which contract terms to avoid can help merchants avoid situations like this.
A “B” Performance
In light of the company’s complaint total and resolution ratio, we have adjusted the BBB‘s rating to a “B” at this time.
OpenEdge Fees, Rates & Costs
A Closer Look at The Contract
|Swiped Rate||1.00% - 4.99%|
|Keyed-in Rate||1.00% - 4.99%|
|Infrastructure Upgrade Fee||$200|
|Monthly Minimum Fee||$40|
|Early Termination Fee||Up To $300|
|PCI Compliance Fee||$24.75 Per Quarter|
|PCI Non-Compliance Fee||$18 - $29 Per Month|
|Equipment Lease Terms||48 Month (locked)|
According to merchant complaints, the standard OpenEdge merchant account is a multiyear agreement with an early termination fee of up to $300, a monthly minimum fee of $40, a $24.75 quarterly PCI compliance fee, a monthly PCI non-compliance fee of $18 or $29, a $200 “infrastructure upgrade fee” that is somehow related to EMV compliance, and either tiered or interchange-plus pricing.
Some of these fees may be legacy costs from PayPros, but the consensus among complainants seems to be that a number of new fees have been added since the company was acquired and rebranded as OpenEdge. One merchant in the comment section of our PayPros review states that his per-transaction rates more than tripled after OpenEdge took over and that a company representative cited the acquisition as the main factor raising his rates.
Although the costs cited by merchants vary to some degree, they are generally average for the industry. OpenEdge has only been operating under its current name for a couple of years, so it may take some time to get an accurate sense of the company’s pricing structure. Given the available information, however, merchants are likely to obtain a better deal by working with a budget-friendly payment processor. If you have any specific knowledge of the standard OpenEdge contract, please share that information in the comment section below this review.
We also encourage merchants to check out our list of the providers of the best merchant services.
OpenEdge Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Inside Sales Team
OpenEdge appears to market its services primarily via an inside sales team and the existing marketing channels available to Global Payments. OpenEdge does not list any deceptive rate quotes or unrealistic guarantees on its website, but we have found a few OpenEdge complaints that accuse the company’s sales team of nondisclosure of fees. In particular, an unexpected monthly PCI non-compliance fee of $18 has been cited as a source of frustration for many merchants, as has the company’s $300 early termination fee.
This does not compare favorably to our list of best credit card processors.
No Major Issues
OpenEdge’s sales issues do not appear to be especially widespread, but they have been mentioned with increasing frequency in recent years. If you suspect that OpenEdge is applying undisclosed fees to your account, you can double-check your monthly bill with a third-party statement audit.
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