PrimePay Overview

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Payroll and Merchant Account Services

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 and should not be confused with PrimePay Global, a former business name of ElitePay Global.

PrimePay Location and 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. William Pellicano is listed as the founder and CEO of PrimePay.

PrimePay Review Table of Contents

  • Costs & Contract: PrimePay appears to offer a standard contract through First Data with variable terms.
  • Complaints & Service: PrimePay has received more than 10 complaints, most of which relate to its payroll services.
  • BBB Rating: PrimePay has an “A+” rating with the Better Business Bureau and has received 3 complaints in the past 3 years.
  • Sales & Marketing: PrimePay features a misleading sales calculator on its website, but it has not received complaints about its sales team.
  • Rates & Fees: How Merchants Got The Best Rates With PrimePay
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Products & Services Offered

  • Debit and credit card processing
  • Payroll services
  • Accounting services
  • POS equipment
  • EMV acceptance
  • NFC acceptance

Types of Businesses Served

  • Retail
  • MOTO
  • E-commerce
  • Hospitality
  • Restaurants
  • Gas stations

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PrimePay Rates, Fees, and Costs

Key Points

Swiped Rate 2.69% + $0.19
Keyed-in Rate 3.69% + $0.19
Virtual Terminal Rate 1.00% - 4.99%
Payment Gateway Fee Undisclosed
Early Termination Fee Up To $495
PCI Compliance Fee $19.95 Per Month
Equipment Lease Terms 48 Month (locked)

First Data Reseller

PrimePay’s terms and conditions cover a wide range of the company’s services. Section 7 of those terms and conditions outline the company’s merchant services, which indicates that PrimePay resells the services of First Data. This means that its standard contract terms are likely to resemble those offered by First Data. This is especially likely given that the company’s terms and conditions read:

Pricing: FDMS will determine all rates and fees for Payment Processing Services for eligible, participating PrimePay Clients. Client understands and acknowledges that if Client ceases to be a payroll processing or business services Client of PrimePay, then FDMS will increase its charges. In such event, any special pricing or terms available to Client by virtue of its status as a PrimePay Client will be lost.

Merchants who 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. Merchants 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 multiyear contract with an early termination fee of $495, a monthly PCI compliance fee of $19.95, and tiered pricing.  Another facet of these contracts are non-cancellable, long term equipment leases through First Data Global Leasing.

Solupay does have the freedom to alter these terms depending on a merchant’s size, business type, and processing history as a reseller of First Data’s. However, with a lack of readily available information on the company’s rate and fee structure, merchants considering its services should refer to First Data’s 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 that advertises its virtual terminal and payment gateway services. 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 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.

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Response from PrimePay

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PrimePay Complaints & Customer Reviews

Key Points

Total Online Complaints 10+
Live Customer Support Yes
Most Common Complaint Payroll Services

Payroll Complaints

We are currently able to locate between 10 and 20 negative reviews about PrimePay, but none of these complaints accuse the company of being a ripoff or a scam. While the company does have over 10 complaints available across different consumer reporting websites, only about 20 of a few hundred reviews are negative. Furthermore, most 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.

In addition to consumer reviews, 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.

PrimePay Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against PrimePay. Dissatisfied merchants 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

The PrimePay website provides a contact number and portal for existing customer’s to initiate a customer service request. However, the terms and conditions of the condition’s merchant services agreement paint a different picture:

Service and Support Obligations: All Payment Processing Services and all support for such services shall be provided through FD, and FD shall have exclusive responsibility for such services and support. PrimePay will act in a liaison capacity and if a Client reports any problems or service issues to PrimePay, PrimePay will promptly contact FD and alert it to the problem or service issue in question.

This means that the resolution of any customer service request is fulfilled by First Data. Our review of First Data reflects that there is more to be desired from the company’s customer support and PrimePay’s role as a liaison between the merchant and First Data unnecessarily complicates this process. PrimePay’s support channels are not sufficient to qualify it as a top-rated payment processor for customer service.

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Response from PrimePay

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PrimePay BBB Rating Summary

Key Points - BBB

Product & Service Complaints 3
Billing & Collection Complaints 0
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Under 10 Complaints

PrimePay is not accredited with the Better Business Bureau and is currently showing an “A+” rating with 3 complaints filed in the last 36 months and an additional 2 which have been closed in the last 12 months. All 3 complaints were related to a problem with the product or service. 1 complaint was resolved  and 2 were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.

An “A” Performance Overall

The BBB PrimePay complaints are related to the company’s payroll services rather than credit processing, so their content will not factor into this review section. Given the company’s low complaint total, we agree with the BBB’s rating. Merchants should note, however, that there are good reasons to be skeptical of the BBB’s rating system.

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Response from PrimePay

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Truth In Marketing & Advertising

Key Points

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

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 merchant’s contract, and this claim does not appear to be challenged by any complaints at this time.

PrimePay Lawsuits

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 merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Misleading Rate Savings Calculator

However, the PrimePay website also includes a savings calculator that provides a savings “estimate” based solely on the merchant’s annual credit card processing volume. Common sense dictates that PrimePay cannot possibly estimate a merchant’s savings unless it knows the rates that a merchant is currently paying. Therefore, merchants 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.

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Response from PrimePay

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PrimePay Marketing Example

primepay logo

Our Opinion of PrimePay

A Solid Credit Card Processor

PrimePay rates as a reliable merchant services provider according to our rating criteria. The company appears to offer its credit card processing as a complementary service to its suite of payroll services, and it is showing very few complaints overall regarding its products and service. We have not assessed PrimePay’s payroll and accounting services, but we will note that all of the complaints filed against the company are related to those services. PrimePay’s overall rating may be subject to change after its BBB profile has been given some time to amass complaints. For now, merchants should compare the company’s terms and pricing to the top overall merchant account providers.

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Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

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From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, 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 on this website.

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4 Reviews Leave Your Review for PrimePay Below

  1. We left a bad payroll company for a worse one with PrimePay. They were recommended by our accountant. They messed up our W2’s just like our last company and then took 3 weeks to fix them with multiple calls. I can never get reports for my data I have to call support to get me my reports and I’ll be on hold for 15-20 minutes each time, so it’s like they have my data hostage. I filled out a survey about 5 months ago and expressed my displeasure not one follow up call from my anyone. Am looking for a new one after 1 year and half. Seeing the above comments I’m going to need to be very careful on the timing so they don’t screw us with filling taxes on their last payroll run.

  2. WE WERE BURNED BY PRIMEPAY

    We trusted PrimePay with access to our bank account and came to regret it sorely. Beware! PrimePay did payroll for our 300+ employees. It went well until we ended their contract to do our payroll in-house and save money. PrimePay suddenly impounded nearly thirteen thousand dollars from our bank account AFTER PROMISING US IN WRITING THEY WOULD NOT DO SO. They took that money toward an unusual tax that was not even due until the following year. That impound wrecked our first in-house payroll by causing four dozen paychecks to bounce. They broke their word and that cost us dearly.

    First, PrimePay asked us, by email in mid-December if they should pay that tax for us or leave it for us to pay. Because the tax was not due till the next year, long after PrimePay was gone from the scene, we replied that we would pay it ourselves. We pleaded that such a huge impound would shatter our bank account. They emailed us back agreeing not to impound the money, adding that they understood our wish. Relying on that written promise we did nothing more. That was a bad mistake!

    Late on December 24 we were astonished to get their email saying they would impound the money after all. Totally unprepared for such a huge and sudden expense on Christmas Day, we wrote back objecting strongly; but they went ahead anyway. The day after Christmas PrimePay took nearly thirteen thousand dollars from our bank account. The timing of their actions, December 24 and 26 (two days when most offices were barely open anywhere) gave us no chance to cushion the devastation caused by that impound.

    That was just one of the things that PrimePay did to us when we decided to terminate their contract.

    1. SBA says:

      I am having similar problems with Primepay. When I closed my business and terminated the contract with Primepay, they did not file reports on time with Dept of Labor and the Dept of Revenue, who were planning to charge late fees to me. Therefore, I had to send these agencies letters and proofs from Primepay which indicated they were negligent in meeting their obligations. In addition, they are now trying to charge me extremely high fees to mail W-2s for my 2 former employees. I have regretted signing with them to handle my small business payroll service. I give them a grade of F.

  3. A.G. says:

    HORRIBLE COMPANY! I think you need to search more. I have read many horrible reviews and mine ourcompany’s is one. Within 6 months I was having issues of quarterly statements not being submitted or payments not being received. By the end of the first year I was already looking for a new company. When I informed them we did not need their services anymore they “accidently” forgot to submit my entire first quarter reports…FOR ALL OF THE STATES WE WERE REGISTERED WITH! Remind you they didn’t realize this until almost 60 days after they were due!! They then mailed me the reports to do myself which took an entire day of writing letters, printing checks, and mailing myself. Oh, and it cost over $100 to mail out which they REFUSE to refund us. In all, the company spents $1000’s in attorney fees and hourly wages to fix everything PrimePay had done…to include the numerous letters for penalties and fees that continue to come almost 9 months later. I would never recommend anyone use this company. It is the worst of the worst!!!!!

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