Worldpay Credit Card Processing 2023: Reviews & Complaints
Worldpay is a very large direct processor with an international presence in 40 countries, with a primary focus on the U.K. and Europe. Founded in the UK in 1989 under the name “Streamline“, the company’s name was changed to Worldpay a few years later. In 2001, Worldpay began to offer U.S. merchant accounts in Atlanta, Georgia. Shortly after, the company was bought by The Royal Bank of Scotland (RBS) and rebranded as RBS Worldpay. In 2010, RBS sold its controlling interest in the company and RBS Worldpay was rebranded back to just “Worldpay.”
Majority Stake Ownership of Worldpay
In 2017, Vantiv acquired Worldpay for $10 billion. The combined entity has since assumed Worldpay’s name and begun to consolidate its sub-brands into Worldpay. Less than two years later in March of 2019, Fidelity National Information Services, Inc. announced its agreement to purchase Worldpay for $35 billion. The Fidelity acquisition became finalized on July 31, 2019. 2023 saw an announcement that FIS would spin off Worldpay. Additionally, Worldpay put this note on their website: “As of 06th March 2023, Worldpay Online Payments Gateway (WPOP) has been decommissioned. After this date you will not be able to transact any MOTO, eCom and recurring payments.”
In late 2023, major fintech company FIS sold its majority stake in Worldpay to private equity firm GTCR in a huge $18.5 billion deal.
Before we dive in, here’s a short summary of what we’ll cover:
- Worldpay’s various payment processing services.
- As one of the world’s biggest processors, the company has received a huge number of complaints, including on this profile.
- The Worldpay contract is very expensive for the industry, including some unwanted fees.
- Worldpay has been named in a large number of concerning lawsuits.
Worldpay Payment Processing
Worldpay processes all major debit and credit cards for most business types. For small and medium businesses, they offer POS systems, EMV terminals, the Authorize.Net payment gateway, digital and mobile wallets, FastAccess funding, extensive security features, gift card solutions, and data analysis and processing. For enterprise-level businesses, they also offer B2C and B2B e-commerce solutions. They claim to accept over 300 types of payments.
Collaboration for Public Transit Payments
Worldpay has collaborated with Masabi, a transit ticketing technology company. Together, they aim to deliver fare payment platforms for public transit.
Online Payment Service
Worldpay is an online payment service that allows users to transfer money. The service is accessible via mobile or desktop platforms.
3DS Flex for eCommerce
Worldpay offers a feature called 3DS Flex that aims to improve issuer approvals for transactions affected by PSD2. It also aims to reduce friction at checkout by supporting more authentication mechanisms.
Location & Ownership
Charles Drucker is listed as the president and CEO of the company and its corporate headquarters are located at 8500 Governors Hill Drive, Symmes Township, OH.
Table of Contents
- Costs & Contract: Offers a multi-year contract with an early termination fee of up to…
- Complaints & Service: Has received more than 400 public complaints regarding…
- BBB Rating: Currently has an “A+” with the Better Business Bureau and is…
- Sales & Marketing: Hires independent sales agents and has received a high number of complaints about…
WorldPay Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||400+|
|Live Customer Support||Yes|
|Most Common Complaint||Hidden Fees|
High Complaint Total
There are hundreds of negative Worldpay reviews online, and many of these complaints accuse the company of being a ripoff or a scam. The most common types of complaints report unexpected fees and surprise over the heavy cancellation fee or auto-renewing contract (example here). There are also complaints regarding deceptive sales practices by agents, poor customer support, and fund-holds. Businesses who have had their funds held by Worldpay may be better served by a high-risk specialist. If you have your own Worldpay review to make, please do so in the comments below.
Active in Responding to Complaints
Company representatives have been active in responding to publicly filed complaints (including those in the comment section below this review), but it’s unknown whether the complainants ultimately receive satisfactory resolutions to their problems. It should be noted that many complaints may get attributed to Worldpay’s resellers instead of Worldpay itself and vice-versa. In general, the company has a moderate number of complaints that follow very consistent themes, which warrants a “C” rating.
WorldPay settled a suit regarding the alleged overcharging of nearly 200,000 merchants in 2017 for $52 million.
On May 1, 2019, investor’s rights law firm Halper Sadeh, LLC. announced that it had filed a class-action lawsuit against Worldpay. The suit alleges that Worldpay had offered its shareholders a misleading registration statement recommending that they vote in favor of the company’s sale to Fidelity National Information Services, Inc. The statement is purported to have misled shareholders about each company’s financial projections and the potential conflicts of interest relating to the firm entrusted with the financial analysis of the company. This complicates the agreed-upon $35 billion acquisition of the company by Fidelity which was announced in March of 2019.
The suit on behalf of the company’s shareholders comes less than a year after two other class-action suits against Worldpay. In the matters of Alghadeer Bakery and Market, Inc. v. Worldpay US, Inc. and Acebedo & Johnson, LLC et al v. Worldpay US, Inc., business owners allege that the company executed a “multi-part scheme” to knowingly misrepresent and omit fees. A settlement was reached, directing Worldpay to pay $15 million into a settlement fund to pay cash benefits to affected merchants.
We have uncovered evidence of three more lawsuits against Worldpay from 2020, two of which seem to involved clients’ money being allegedly held by Worldpay (see here and here) and one of which involves a former employee suing the company over race-related issues.
Worldpay Customer Support Options
Worldpay offers phone and email customer support to all of its clients and may also provide support for its subsidiaries’ client accounts.
Worldpay Customer Service Numbers
- (866) 622-2390 – Worldpay Contact Center
- (888) 208-7231 – Customer Service & Technical Support
- (866) 435-3636 – Former Element Merchants
- (800) 846-4472 – Former NPC Merchants/Worldpay Integrated Payments
- (844) 843-6111 – eCommerce Merchant Support
- (866) 622-2907 – Merchant Activation Team (MAT)
- (800) 278-6888 – Worldpay EFT
- (800) 422-0733 – Worldpay Credit
Other Support Options
- Customer support form on its website
- Customer service email at [email protected]
These channels are evidently significantly lacking when compared to top merchant account providers for great customer service.
WorldPay Online Ratings
Here's How They Rate Online
Online Ratings Summary
BBB Rating Analysis
Worldpay has an average customer review rating of 1/5 stars on BBB based on 35 customer reviews. The company has received 168 complaints closed in the last 3 years, with 60 complaints closed in the last 12 months. Common themes in the reviews and complaints include issues with billing, charges for inactive services, and difficulties in getting refunds or responses from the company.
We own a restaurant and processed with Vantiv from 2015 to June 2018. We just caught that they have been charging us hundreds of dollars every month since then to the tune of about 15,000. They are unwilling to work with us on any of the money back, claiming that it was our responsibility to cancel and that it auto renews every year despite zero processing occuring. I asked for the contract and they sent a new world pay document, that I have never seen, stating it automatically renews. They told me the last deposit was over 5 years ago but it is not their problem. Do NOT do business with them. Feel free to reach out to me before you make a horrible decision to process with them. They will steal from you every way they can, and I can prove it to you. Please reach out before considering processing with them.
– Complaint from November 6, 2023
Terrible company! I have been using them for years, and I recently found out that they have been charging my business $79 a month for a service that has been inactive for over 2 years. When I contacted the company they said there was nothing they could do, even though they confirmed that the account had no activity since Nov 2020. I just need my charges returned for a service that was NOT provided!!!!
– Review from August 28, 2023
There are no positive reviews published about Worldpay on the BBB website.
Trustpilot Rating Analysis
Worldpay has an average customer review rating of 4.6 stars on Trustpilot based on 6,080 customer reviews. The distribution of ratings is as follows: 64% 5-star, 4% 4-star, 1% 3-star, 2% 2-star, and 29% 1-star. This indicates a majority of positive feedback, with a significant portion of negative reviews as well.
Very slow to respond
After 17 days still waiting to hear if my application for new card readers has been accepted. Meanwhile our business is losing money as can only take cash.
Initial dealings with John O Neill excellent and told application would take 7-10 days to process. When i rang after 12 days it turned out they needed more info.
PLEASE HELP!! We cannot afford to lose money.
– Review from Nicola Edwards, November 03, 2023
I have been trying to sign up to Worldpay for over 2 months. I received 1 call where the agent said they would get back to me with an official offer, which I didn’t receive.
I then reached out again and spoke to someone who gave me the same conversation. 3 weeks later, no reply on both phone and email.
After eventually being able to sign up, I have now been ghosted again by my account manager for over 3 months.
– Review from M S, November 14, 2023
Great experience. I called Nikolas and had a response instantly with clear instructions on how to order and set up my account. I received the machine the same week and I had all the information that I needed to be able to set it up. My new card machine is great, easy to use and you receive your payments into you account the next day.
– Review from Beam Park, November 03, 2023
The advisor, Tony, was excellent. He couldn’t have been more helpful. He listened carefully and answered all my questions fully. He clearly outlined the steps I needed to take to resolve my problem and showed genuine insight. He is a real asset to his employer.
– Review from School, November 20, 2023
SiteJabber Rating Analysis
WorldPay has a rating of 1.1 stars on SiteJabber, based on 39 customer reviews. The majority of customers express dissatisfaction, frequently mentioning issues with customer service. WorldPay ranks 180th among payment processing sites. The common themes in the reviews include poor customer service, billing issues, and difficulty in canceling services.
I wish I could give them no stars. For the crazy amount of money they charge, WorldPay’s customer service is the worst. It seems like they are in the stone age when it comes to technology. My nonprofit changed bank accounts so we had to contact a lot of different vendors, and all went smooth until we contacted WorldPay. It took five phone calls and two emails, and the issue is still not resolved. Do not feed this beast.
– Review from February 27th, 2023
Scam, do not use this company. Terrible services, billed me for months without knowing. No services were used, and they did not ever contact me in any way due to my account being what I thought was closed. 10 months of fees and annual fees, only to be told they were not in the wrong. They had my contact and email info incorrect as to why I never heard from them. Save yourself the frustration and loss of your hard-earned money and shop elsewhere. Zero star.
– Review from March 16th, 2023
Was a bit worried about the payment process, bit all good. The website just looks strange somehow, nothing to worry about.
– Review from July 25th, 2023
WorldPay Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
A Wide Range of Contract Terms
Worldpay advertises rates of 2.90% plus $0.30 for swiped transactions and 3.30% plus $0.30 for those that are keyed in. The company’s qualified rate is slightly lower at 2.70% plus $0.30. Based on a few reports, it appears that businesses are more likely to experience higher rates and longer service agreements by signing up directly with Worldpay instead of through a reseller. This is probably because the company gives resellers pricing and contract flexibility, which allows them to offer better deals to clients if they choose to do so.
Three-Year Standard Contract
Businesses considering a Worldpay merchant account should read the company’s contract carefully, as the standard service agreement is for three years with automatic one-year renewals if written notice is not given within 90 days of the service expiration. The contract includes an early termination fee of up to $295. Additionally, the company appears to charge a PCI Compliance fee of $15-$25 per month, which is above average for the industry. Clients are also reporting an annual fee of $69 for what looks like an IRS 1099 reporting fee. Worldpay leases point-of-sale equipment through its ISO’s at terms ranging from 12 months to 48 with a monthly charge for the equipment based on each business’ credit score. Businesses leasing equipment from Worldpay have the option to purchase the equipment at the end of their lease term. We encourage business owners to check out our list of the providers of the best merchant services.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Worldpay also dedicates a portion of its website to advertising its virtual terminal and payment gateway services for B2B and B2C sales. 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.
Comparatively High Prices
The potentially high cancellation fee, auto-renewing contract, and high compliance fees greatly lower the company’s rating in this section and prevent it from being an affordable merchant account provider.
WorldPay Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|Discloses All Important Terms||No|
A Global Sales Force
Worldpay markets its services both directly with its own inside sales staff and indirectly using independent sales agents, resellers, and sub-ISOs. This is a common strategy for the industry and usually leads to a moderate amount of complaints. In this case, we are able to locate hundreds of negative Worldpay reviews that describe nondisclosure or misrepresentation of fees by sales agents. These complaints cite all varieties of unexpected charges, including undisclosed termination penalties, higher-than-quoted rates, and unexpected monthly costs. If you suspect that you are being charged undisclosed fees, we recommend seeking a fee reduction analysis from an independent third party.
No Tricky Advertising
We found no uses of misleading advertising or rate quoting in the company’s official materials. This compares favorably to our list of best credit card processors. Given Worldpay’s complaint volume and the regularity with which these complaints have been posted, however, we have assigned the company a “C” rating in this section.
Copyright © 2023 CardPaymentOptions.com, Inc. (Digital Fingerprint: 0d38c6720f0d78a701b74d58653af608). Getting paid to re-write this page? Click here to earn a reward.
Any unauthorized copying and reproduction of the content of this page, including all meta data and computer code, is strictly prohibited. While the information in the above article is believed to be accurate as of its publish date, the author and publisher make no representation or warranties with respect to the accuracy, applicability, fitness, or completeness of the contents. The author and publisher shall in no event be held liable to any party for any direct, indirect, punitive, special, incidental or other consequential damages arising directly or indirectly from any use of this material, which is provided “as is,” and without warranties. Any and all use of trade names and/or marks are for identification purposes only and shall not be construed as a claim of affiliation, or otherwise, with CardPaymentOptions.com, Inc. ("CPO") in any form. The sole purpose of the material presented herein is to alert, educate, and inform readers. It is not intended as legal or financial advice. We may earn revenue if you obtain services from a provider that we recommend. See this page to learn how we support our operations.