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
Types of Businesses Served
- Gas stations
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PrimePay Rates, Fees, and Costs
|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.Are you happy with your PrimePay fees? Tell us about them before your go!
PrimePay Complaints & Customer Reviews
|Total Online Complaints||10+|
|Live Customer Support||Yes|
|Most Common Complaint||Payroll Services|
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.
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.
PrimePay BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||3|
|Billing & Collection Complaints||0|
|Advertising & Sales Complaints||0|
|Guarantee & Warranty 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.
Truth In Marketing & Advertising
|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.
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.
PrimePay Marketing Example
About Phillip Parker
Thank you for reading my review. I hope that it has helped you with your research.
Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services
I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.
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.