PrimePay Credit Card Processing 2023: Reviews & Complaints

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3/5
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How did they treat you? ▼

Company Overview

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.

Video Summary

PrimePay payment processing
PrimePay offers standard payment processing services
Pros & Cons
Pros: Cons:
Automated complex calculations. Payroll errors reported.
Low-rate guarantee. Costly compared to rivals.
Ethical marketing. Lacks certain features.
User-friendly interface. U.S.-centric software.
Robust compliance tools. Clunky approval processes.

PrimePay Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints 10+
Live Customer Support Yes
Most Common Complaint Payroll Errors
Recent Lawsuits No

Payroll Complaints

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.

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 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 Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Reports 14

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, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties Yes
Monthly & Annual Fees Yes
Processing Rates Variable
Equipment Leasing Yes

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 Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Uses Independent Resellers No
Telemarketing No
Misleading Marketing 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 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.

Our PrimePay Review Summary

Our Final Thoughts

PrimePay rates as a reliable credit card processing 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, business owners should compare the company’s terms and pricing to the top overall merchant account providers.

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Testimonials & Complaints

How Did PrimePay Treat You?

5 User Reviews

  • Sharon Gardner

    No I only use PrimePay because I have no choice. I send in all the paperwork I get claims denied with no explanations they don’t return calls they don’t return texts. It’s money I actually put on the card and it says it’s covered but then they don’t pay it I wouldn’t recommend them to anyone

  • Janine Taylor

    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.

  • AMARA HOME CARE

    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.

    • SBA

      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.

  • A.G.

    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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