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PrimePay is a privately owned merchant account provider that specializes in payroll services. This review will focus on the company’s credit card processing rather than its payroll and accounting products. PrimePay resells the merchant services of First Data (now Fiserv) and should not be confused with PrimePay Global, a former business name of ElitePay Global.
In 2021, PrimePay became heavily backed by Aquiline Capital Partners and acquired SyncHR.
PrimePay Payment Processing
PrimePay processes all major debit and credit cards for most business types. Their services include EMV readers and card swipers, POS solutions, mobile payments, and e-commerce solutions.
POS Systems and Terminal Options
To address the diverse needs of its clients, PrimePay provides an assortment of point-of-sale (POS) systems and terminal options. Merchants can choose from traditional countertop terminals, mobile card readers, and integrated POS systems based on their specific requirements. These devices facilitate secure and fast payment processing, enhancing the overall transaction experience.
E-commerce and Online Payment Solutions
For businesses with an online presence, PrimePay offers e-commerce and online payment solutions. Merchants can easily integrate secure payment gateways into their websites, allowing customers to make purchases using various digital payment methods. These services support multiple currencies, helping businesses expand their reach to a global audience.
Mobile Payment Options
Understanding the importance of mobile payments, PrimePay provides mobile payment processing solutions for businesses on the move. By utilizing mobile card readers and compatible applications, merchants can process payments using smartphones or tablets, offering flexibility and convenience for both businesses and customers.
Security and Fraud Prevention
PrimePay prioritizes security and fraud prevention, ensuring that businesses can process payments with confidence. The company employs advanced security measures, such as encryption and tokenization, to protect sensitive customer information. Moreover, PrimePay’s fraud prevention services aid businesses in detecting and preventing fraudulent transactions.
Reporting and Analytics Tools
PrimePay offers comprehensive reporting and analytics tools, enabling businesses to monitor their transactions and gain valuable insights into their payment processing activities. Merchants can use these tools to track sales, identify trends, and make informed decisions to optimize their payment processing strategies.
Location & Ownership
PrimePay does not specifically list an acquiring bank on its website, but the company is headquartered at 1487 Dunwoody Drive, West Chester, Pennsylvania 19380. Bill Pellicano is listed as a founder and former CEO of PrimePay, while Scott Johnson is listed as the current CEO.
Table of Contents
- Costs & Contract: Appears to offer a standard contract through First Data (Fiserv) with variable…
- Complaints & Service: Has received more than 10 complaints, all related to its…
- BBB Rating: Has an “F” rating with the Better Business Bureau and has received 14 complaints in regards to…
- Sales & Marketing: Features a misleading sales calculator on its website, but it has not received complaints about its…
PrimePay Customer Complaints & Reviews
Here's What Users Think
Total Online Complaints
Live Customer Support
Most Common Complaint
We are currently able to locate over 10 negative PrimePay reviews, but none of these complaints accuse the company of being a ripoff or a scam. All of these complaints are related to the company’s accounting and payroll services, and they tend to cite payroll errors and unreachable customer support as major issues. There are also numerous complaints filed by employees of the company that describe a poor work environment and a negative outlook for the future of the company. It does not appear that the company’s credit card processing service is a contributing factor to any of these complaints. If you have your own PrimePay review to make, please do so in the comments below.
Though PrimePay filed a lawsuit against a former employee for revealing confidential trade secrets pertaining to its payroll processing services in 2015, we have not found any outstanding class-action lawsuits or FTC complaints regarding its merchant services. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
PrimePay Customer Support Options
It’s possible that some complaints have been incorrectly directed at PrimePay Global, a former name of ElitePay Global, which rates poorly on our site, but we have found no evidence of this occurring. PrimePay offers a phone number for customer support for its merchant services, and this number appears to be exclusively for its merchant services branch as opposed to its other services. It may be that First Data (Fiserv) supplies the customer service for the company’s credit card processing services.
PrimePay Customer Service Number
- 1 (877) 479-2993 – Toll-Free General Customer Service
PrimePay’s support channels are not sufficient to qualify it as a top-rated payment processor for customer service.
PrimePay BBB Rating and Report
Our Better Business Bureau Profile Assessment
Under 5 Complaints
PrimePay is not accredited with the Better Business Bureau and is currently showing an “F” rating with 14 complaints filed in the last 36 months.
An “F” Performance Overall
The BBB PrimePay complaints are related to the company’s payroll services rather than credit card processing, so their content will not factor into this review section. Given the company’s complaint total, we agree with the BBB’s rating. Business owners should note, however, that there are good reasons to be skeptical of the BBB’s rating system.
PrimePay Fees and Rates
A Closer Look at the Contract
Monthly & Annual Fees
First Data (Fiserv) Reseller
There is currently very little information available about the standard PrimePay contract. The company resells the services of First Data (Fiserv), which means that its standard contract terms are likely to resemble those offered by them. Businesses that process up to $50,000 each month will receive a swiped rate of 2.69% plus $0.19 and a keyed-in rate of 3.69% plus $0.19. Businesses whose monthly charges exceed $50,000 will receive a swiped rate of 2.29% plus $0.19 and a keyed-in rate of 3.29% plus $0.19. The multi-year contract with an early termination fee of $495, a monthly PCI compliance fee of $19.95, and tiered pricing. Another facet of these contracts is non-cancellable, long-term equipment leases through First Data Global Leasing.
PrimePay does have the freedom to alter these terms depending on a business’ size, type, and processing history as a reseller of First Data (Fiserv) products. However, with a lack of readily available information on the company’s rate and fee structure, business owners considering its services should refer to First Data (Fiserv) as a point of reference.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, PrimePay 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. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
No Long-Term Contracts
For its part, PrimePay advertises that it does not require long-term contracts. However, there is no evidence at this time clarifying whether or not PrimePay’s contract terms can compete with the cheapest merchant accounts. If you have any specific knowledge of the standard PrimePay rates and fees (including early termination fees, PCI Compliance fees, and annual fees) please share that information in the comment section of this review.
PrimePay Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Uses Independent Resellers
Discloses All Important Terms
No Sales Complaints
PrimePay appears to market its merchant services alongside its payroll services rather than through a specific merchant services division. The company’s website advertises a guarantee for lower rates and contract fee service as well as full disclosure of its pricing. We are unable to locate any PrimePay reviews that describe unethical or aggressive conduct by the company’s sales staff, indicating that PrimePay provides adequate training and support for its agents. The PrimePay website advertises a rate lock guarantee for the duration of a client’s contract, and this claim does not appear to be challenged by any complaints at this time.
Misleading Rate Savings Calculator
However, the PrimePay website also includes a savings calculator that provides a savings “estimate” based solely on the business’ annual credit card processing volume. Common sense dictates that PrimePay cannot possibly estimate a client’s savings unless it knows the rates that a business is currently paying. Therefore, business owners should absolutely disregard the number provided by this “calculator.” Ordinarily, such a tactic would lower a provider’s grade in this section, but we consider this particular example to be so rudimentary that it is unlikely to deceive any potential customers. If you suspect that PrimePay is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.