Total Merchant Services Review

Total Merchant Services is a mid-size credit card processor and merchant account provider that appears to have entered the credit card processing industry in 1996. Although Total Merchant Services handles the support of its business customers directly, the company uses Global Payments for its back-end card processing. In May 2017, Total Merchant Services was fully acquired by North American Bancard but continues to operate under its own brand name. This processor also offers point-of-sale hardware and software under the brand name “Groovv.”

Point of Sale Solutions

Total Merchant Services provides advanced Point-of-Sale (POS) systems to assist businesses in managing their operations. These systems support various payment methods, track sales, and manage inventory.

Mobile Payment Services

Total Merchant Services offers mobile payment solutions to meet the growing demand for mobile transactions. This service enables businesses to accept card payments via mobile devices.

E-commerce Payment Gateway

For online businesses, Total Merchant Services provides a reliable e-commerce payment gateway. This gateway integrates with existing online platforms, supports a range of payment options.

Transaction Security Measures

Total Merchant Services prioritizes transaction security by employing advanced encryption technologies to protect sensitive financial information. The company adheres to Payment Card Industry Data Security Standards (PCI DSS).

Moderate Complaint Volume

Across various consumer protection websites, there are upwards of 100 reviews pertaining to Total Merchant Services, with many customers levying accusations of scam-like behavior or ripoff practices against the company. Common grievances revolve around allegations of deceptive sales tactics, challenges in canceling accounts, subpar customer service, and delayed fund disbursements. It’s noteworthy that a significant portion of these complaints seems to stem from interactions with sales agents during the signup process, rather than issues encountered with customer service representatives post-engagement. However, it’s reasonable to expect an effective customer service team to address and resolve complaints internally before they escalate to public forums.

Customer Support Options Provided by Total Merchant Services

The operational structure of Total Merchant Services’ customer support remains ambiguous, as it’s uncertain whether the company maintains an in-house support team or outsources these services to entities like North American Bancard/Global Payments. Nonetheless, the company offers dedicated phone lines and email addresses for merchant support. Despite these communication channels, Total Merchant Services does not currently rank among our best credit card processors.

PaymentPop Rating for Total Merchant Services

Positive Feedback

There are no positive reviews published about Total Merchant Services on the PaymentPop website.

BBB Rating Analysis

Total Merchant Services has an A+ rating from the Better Business Bureau (BBB). The company has been accredited since July 23, 2013, and has been in business for 27 years. However, there are no customer reviews on the BBB website for this business. There are 13 customer complaints closed in the last 3 years, with 2 complaints closed in the last 12 months.

There are no negative reviews listed for Total Merchant Services on the Better Business Bureau website. However, below is a customer complaint about Total Merchant Services.

Positive Feedback

There are no positive reviews published about Total Merchant Services on the BBB website.

Google Maps Rating for Total Merchant Services

Total Merchant Services has a 4.3 out of 5 star rating based on 11 user reviews on Google Maps.

ConsumerAffairs Rating Analysis

Total Merchant Services has various customer reviews on ConsumerAffairs. The reviews highlight issues such as billing disputes, dissatisfaction with service, and challenges in resolving problems with the company. Common themes include complaints about unexpected charges, difficulties in canceling services, and poor customer support.

Positive Feedback

There are no positive reviews published about Total Merchant Services on the ConsumerAffairs website.

Source: ConsumerAffairs

PissedConsumer Rating Analysis

Total Merchant Services has a variety of reviews on PissedConsumer. The reviews range from negative experiences regarding customer service and billing issues to some positive experiences highlighting efficient service.

Three-Year Contract

Based on available documentation and numerous Total Merchant Services reviews, the standard contract term spans three years and renews automatically via Global Payments. The contract may or may not entail a $295 early termination fee, which is subject to the agent’s discretion. Additionally, clients mention varying PCI compliance fees and undisclosed charges. Numerous complaints highlight expensive equipment leases with substantial termination fees. While the merchant account terms remain consistent with Global Payments contracts, the additional cost of leasing terminals and equipment seems to be a significant concern for businesses.

Early Termination Fee Disputes

There is some ambiguity among the payment processor’s agents regarding the enforcement of an early termination fee. Contradictory statements on consumer protection websites challenge client complaints, some asserting the absence of an early termination fee in the Total Merchant Services contract, while others claim they were informed during training that no such fee existed. Presently, it seems the $295 termination fee is no longer standard, with agents having the discretion to include or omit it. Business owners are advised to thoroughly review their contracts, particularly scrutinizing sections related to cancellation penalties. Recent complaints cite an early termination fee of $399, indicating that such fees may still apply in certain instances. The company’s score in this section has been downgraded to a “C” due to the volume of complaints related to pricing.

In November 2018, a $7.5 million settlement was approved by a U.S. District Court Judge in the case of Naiman v. Total Merchant Services Inc. (Case No. 4:17-cv-03806) in the U.S. District Court for the Northern District of California. The Total Merchant Services lawsuit alleged a collaboration with Quality Merchant Services, Inc. to orchestrate a telemarketing scheme. It was claimed that the company acquired telephone numbers from an undisclosed source for use in an automatic dialer database, resulting in privacy violations under the Telephone Consumer Protection Act.

Outside Sales Team

Total Merchant Services appears to hire independent sales agents and sub-ISOs to market its credit card processing services, which is a common practice within the industry. However, this practice can be a major source of frustration for businesses. In this case, we have found over 100 negative Total Merchant Services reviews that describe deceptive sales strategies by sales agents across the country. The overwhelming majority of these complaints describe non-disclosure of terms, particularly with regard to early termination fees and equipment leases, and misrepresentation of rates or sudden changes in rates after signing up for the service.

Total Merchant Services Agent Bonuses

Reviews of Total Merchant Services suggest that it is a below-average credit card processing provider. Numerous complaints describe deceptive tactics employed by the company’s sales agents, and its contract terms seem to be no better than average. Despite having its Better Business Bureau profile essentially wiped clean in March 2013, the company has not fully capitalized on the opportunity to improve its reputation.

For now, businesses can likely secure more competitive pricing and better service by opting for a top-rated credit card processor. The transparency and customer service offered by highly rated alternatives are crucial factors for businesses seeking reliable processing services. As always, carefully reviewing contract terms and comparing options will help ensure a partnership that meets a business’s specific needs.