USPAY Group Credit Card Processing 2023: Reviews & Complaints
Based in Levittown, New York, USPAY Group is a merchant account provider that formerly operated under the name “Premier Merchant Processing.” A company representative has asked us not to refer to Paya as the company’s backend payment processor in this review, but the USPAY Group website listed Paya Services as one of the company’s partners for a long time. USPAY Group’s specialty areas include healthcare merchant accounts, hotel merchant accounts, and restaurant merchant accounts.
Before we dive in, here’s a short summary of what we’ll cover:
- USPAY Group’s various payment processing services.
- The company has not received many public complaints. What complaints there are often mention customer service or employment issues. In fact, interior reports from former employees are somewhat frequent comparatively.
- The USPAY Group contract appears about industry-standard.
USPAY Group Payment Processing
USPAY Group processes all major credit and debit cards for most business types. Their services include POS solutions, ACH and check processing, mobile solutions, access to the USPAY Gateway for online payments, the VIMAS online merchant account management tool, and gift and loyalty programs.
Mobile Payment Solutions and Compliance
The company offers mobile payment solutions, enabling merchants to accept payments via mobile devices. They also provide check services and emphasize PCI compliance, which is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment.
Additional Merchant Services
USPAY Group extends its services to include gift and loyalty card programs, which are designed to enhance customer retention and increase sales. They also have a referral program, although details of this program are not specified online.
Location & Ownership
USPAY Group is a registered ISO of Synovus Bank, Columbus, GA, and is headquartered at 525 Broadhollow Rd 2nd Floor, Melville, NY 11747. Gary Ramesberger is listed as the CEO of USPAY Group on their website; however, former COO Kristy Richardson is named as CEO as of 2021 by multiple online sources including LinkedIn.
Table of Contents
- Costs & Contract: Appears to offer a three-year agreement with…
- Complaints & Service: Complaints number more than 10 on…
- BBB Rating: Has an “A+” rating with the Better Business Bureau and has…
- Sales & Marketing: Does not appear to hire independently contracted agents but has…
USPAY Group Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||10+|
|Live Customer Support||Yes|
|Most Common Complaint||Hidden Fees|
Low Complaint Total
We are currently able to locate over 10 negative USPAY Group reviews, but none of these complaints go so far as to accuse the company of being a ripoff or a scam. We have included USPAY Group complaints filed against Premier Merchant Processing because there appears to be no substantive difference between the two entities. Common themes among complainants include incessant telemarketing calls, nondisclosure of contract terms, and a less-than-professional sales environment. The overall USPAY Group complaint total is low and has slightly declined since it launched the USPAY Group brand. If you have your own USPAY Group review to make, please do so in the comments below.
USPAY Group Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against USPAY Group. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
USPAY Group Customer Support Options
USPAY Group offers phone and email support to all of its merchants.
USPAY Group Customer Service Numbers
- (866) 725-8500 – Toll-Free Customer Support
- (888) 796-7738 – Fax
Other Support Options
- Customer support form
- Customer service email address at [email protected]
We have assigned USPAY Group a “B” in this section, but we do not consider it a top merchant account provider for customer service.
USPAY Group Online Ratings
Here's How They Rate Online
Online Ratings Summary
Under 10 Complaints
USPAY Group currently has an “A+” rating with the Better Business Bureau and has been accredited since July 2010. The company has received 4 total complaints in the past 3 years. None of the complaints were resolved to the satisfaction of the merchant.
What Merchants Say
In addition to 4 complaints, USPAY Group has acquired 4 informal reviews on its BBB profile in the last 3 years, 3 of which are negative in tone and 1 of which is positive. The most recent review details issues with customer service:
Absolutely horrible service! I have been a customer since 2018 and haven’t used the processor in over 2 years. I called to cancel and they are charging me the $495 because my contract auto- renewed 2 months ago. Then they send me an e-mail telling me that they value me as a long time customer and would like to earn my business back. I am in the customer service business too and I can assure you that is is no way to earn anyone’s business. AVOID AT ALL COSTS. In addition, their fees are very high and they change you a high authorization fee and surcharges.
Clients who find themselves in an expensive contract may obtain some relief by seeking a third-party statement audit to renegotiate undisclosed fees.
An “A” Performance Overall
In light of USPAY Group’s complaint total and resolution ratio, we agree with the BBB’s rating.
USPAY Group Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
|Processing Rates||1.00% - 4.99%|
According to client complaints, the standard USPAY Group contract appears to be a three-year agreement with an annual account fee of $79, an early termination fee ranging from $250 to $495, an annual PCI compliance fee of $99, and a monthly non-compliance fee of $14.95. These USPAY Group fees may vary depending on a business’ size, business type, and processing history.
Prior Northern Leasing Connection
The USPAY Group “Partners” page also previously listed Northern Leasing Systems as the company’s equipment leasing provider. Northern Leasing Systems is one of the worst-rated providers on CPO and is notorious for providing long-term, non-cancellable lease agreements that ultimately cost thousands of dollars. For reference, most payment terminals can be purchased for under $500. A company representative has contacted us to state that USPAY Group has “no connection to Norther Leasing whatsoever”, but we consider the company’s previous affiliation with Northern Leasing to be worthy of mention in this review. It appears that USPAY Group has discontinued its relationship with Northern Leasing, but business owners are advised to confirm this before signing up. We also encourage businesses to check out our list of the providers of the best merchant accounts.
No Extreme Red Flags
In general, the USPAY Group contract terms appear to be about standard for the industry. There have been a low overall number of complaints related to the USPAY Group rates and fees. We have therefore assigned it a “B” in this section.
USPAY Group Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||No|
|Discloses All Important Terms||No|
In-House Sales Team
USPAY Group appears to primarily utilize telemarketing, inside sales representatives, and online advertising to market its services. The company does not advertise openings for independently contracted sales agents, and there are no complaints that describe a typical “hiring mill” environment at the company. This compares favorably to our list of best credit card processors.
Some Negative Reports
There are a few USPAY Group reviews that mention persistent, aggressive telephone calls in which the caller attempted to mislead the business about their identity and intentions. Other USPAY Group complaints cite misrepresentation of per-transaction rates and nondisclosure of fees, particularly early termination fees. If you suspect that you have been charged undisclosed USPAY Group fees, we recommend seeking an independent, third-party statement audit.
Complaints From Agents
The Glassdoor profile and the comment section on this profile for USPAY Group include a handful of complaints that describe the inside sales environment as unprofessional and prone to high turnover. These factors in combination have lowered the company’s score to a “B,” which is consistent with our grade for Premier Merchant Processing.
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