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Payroc Credit Card Processing 2023: Reviews & Complaints
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Founded in 2003, Payroc is a merchant account provider that offers payment processing solutions for merchants of all sizes and types. The company resells the products and services of First Data (now Fiserv) , Vantiv, TSYS, and Chase Merchant Services (formerly Chase Paymentech). Payroc formerly operated under the name of “Retriever Payments Chicago” and was one of two Chicago-area offices of Retriever Payment Systems. The other Retriever office near Chicago, Retriever Merchant Solutions, currently has a moderate number of complaints and a “C” rating on CPO.
Expansion Through Acquisitions
In September 2016, Payroc acquired iTransact, and the company now maintains a second office at iTransact’s Utah location. With the acquisition of credit card processor Integrity Payment Systems in 2018, Payroc further expanded its payment solution offerings. In 2020 Payroc again acquired another payment provider Bluestone Payments.
Payroc Payment Processing
Payroc processes all major debit and credit cards for most business types. Their services include: EMV ard readers and swipers, POS solutions, e-commerce solutions including virtual terminals and the Payroc Integrated Payment Platform payment gateway, API integration, the ConsumerChoice processing program, CashRewards cash discounting, risk monitoring/management, and same-day funding.
Location & Ownership
Payroc is a registered ISO/MSP of Fifth Third Bank, N.A., Cincinnati, OH.; Elavon, Inc Georgia; Peoples Trust Company, Vancouver, BC, Canada; Wells Fargo Bank, N.A., Concord, CA.; and Wells Fargo Bank, N.A., Canadian Branch, Toronto, ON, Canada. James Oberman is the CEO of Payroc, which is headquartered at 7840 Graphics Dr Ste 200 Tinley Park, IL 60477.
Table of Contents
- Costs & Contract: Advertises interchange-plus pricing and resells the services of…
- Complaints & Service: Has received fewer than 10 public complaints regarding…
- BBB Rating: Has an “A+” rating and has been accredited by the Better Business Bureau, but received 9 complaints and 21 reviews stating…
- Sales & Marketing: Has received a couple of sales complaints but does not appear to have a systemic issue with its…
Payroc Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||<10|
|Live Customer Support||Yes|
|Most Common Complaint||N/A|
Low Complaint Total
We have located only three negative Payroc reviews, one of which accuses the company of being a ripoff or a scam. One complaint cites unexpected fees, while the other two complainants claim to have been tricked by Payroc sales agents into signing long-term equipment leases. The latter two complaints both received a public and professional response from a Payroc representative. These complaints were posted to Payroc’s Facebook page and have since been removed, but we will take them into consideration whether they are publicly visible or not.
No Retriever of Chicago Complaints
Any complaints filed against Payroc’s previous Retriever of Chicago brand would count against the company in this review, but we have been unable to find any that unambiguously refer to Payroc’s office and staff. A significant number of complaints have been filed against the other Retriever office based near Chicago, but that organization seems to be unrelated to Payroc. Merchants who are conducting independent research should note that it may be difficult to identify which complaints refer to which location.
We have not found any outstanding class-action lawsuits or FTC complaints filed against Payroc. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Payroc Customer Service Options
Overall, Payroc appears to maintain a very low complaint total for a company that has been operating since 2003, and we see no reason to lower its score in this category.
We have located a single Payroc customer service number:
(888) 477-4500 – Toll-Free General Customer Service
Payroc offers phone and email contact information on its website, but we do not consider it to be a top merchant account provider for customer service.
Payroc Online Ratings
Here's How They Rate Online
|Product & Service Complaints||2|
|Billing & Collection Complaints||6|
|Advertising & Sales Complaints||1|
|Guarantee & Warranty Complaints||0|
No BBB Complaints
Payroc currently has an “A+” rating with the Better Business Bureau and has been BBB-accredited since February 2016. The company has received 9 complaints in the last 36 months. 6 of the complaints are issues with billing or collections, 2 are due to a problem with a product or service, and 1 had to do with advertising or sales. Of the 9 complaints, Payroc has successfully resolved 7 to the satisfaction of the merchant.
Payroc has also received 21 informal reviews on its BBB profile, with only 2 being negative in tone. It should be noted that most of these reviews are not subject to verification by the BBB. In fact, there is reason to be skeptical of the BBB’s rating system.
What Merchants Say
In addition to the 6 complaints filed against Payroc, the company has also received 21 informal reviews on its BBB profile. For some reason, these are not accessible on the BBB website, but the company has a 3.19 out of 5 rating.
An “A” Performance
In light of the company’s high complaint resolution ratio and positive reviews, we agree with the BBB’s rating at this time.
Payroc Fees, Rates & Costs
A Closer Look at The Contract
|Early Termination Fee||$375|
|PCI Compliance Fee||Undisclosed|
|Equipment Lease Terms||Undisclosed|
There’s not a lot of publicly available information about the standard Payroc contract at this time. The company does not disclose its pricing or contract terms on its website, and there are no merchant complaints that mention specific rates or fees. Payroc claims to offer interchange-plus pricing on its website, which is the most transparent pricing model available. Since the company partners with First Data (Fiserv), Vantiv, TSYS, and Chase Merchant Services, it is likely that other fees assessed by Payroc are akin to the full scope of those included in the specific processor’s services which it resells.
In addition, the Facebook complaints mentioned in the previous section of this review seemed to reference long-term, non-cancellable equipment leases. A third complaint, found in the comment section of this review, mentions a $375 early termination fee. These factors suggest that Payroc’s contract terms may be transparently quoted but not especially competitive when compared to top budget merchant accounts.
Ask About All Contract Terms
Without more information, we will not lower Payroc’s score, but merchants should be sure to inquire as to all applicable contract terms and fees before signing up for service. If you have any specific knowledge of the standard Payroc contract (including any monthly minimum fees or PCI compliance fees), 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 accounts.
Payroc Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Employs Independent Resellers||Unknown|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Payroc Sales Approach
Payroc appears to rely on traditional advertising, referral partnerships, and outside sales representatives to market its products. There is no evidence at this time that the company employs a large team of independently contracted sales representatives, although at the time of our last review, two complaints filed against its Facebook profile seemed to suggest that the merchants were initially contacted by independent reps. These were the only Payroc complaints we had found about the company’s sales approach, so we will assume they were isolated incidents. It’s worth noting that we cannot find any complaints filed against Payroc during its time as Retriever of Chicago, which would distinguish it from the other, poorly reviewed Retriever branches. This compares favorably to our list of best credit card processors.
No Misleading Advertising
Payroc does not feature any misleading rate quotes or unrealistic guarantees on its website. Generally speaking, there is little cause for concern with its sales tactics. However, if you suspect that Payroc is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.
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