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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.”
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.
Online Payment Gateway
Worldpay’s online payment gateway allows businesses to securely process online transactions. Their payment gateway is compatible with a variety of e-commerce platforms and offers features such as fraud detection and prevention, recurring billing, and customizable payment pages.
Point of Sale Systems
Worldpay offers a range of point-of-sale (POS) systems that allow businesses to manage their payments and inventory in one place. Their POS systems are designed to be user-friendly and offer features such as inventory tracking, employee management, and customizable reporting.
Worldpay offers mobile payment solutions that allow businesses to accept payments on-the-go. Their mobile payment solutions include a mobile app that allows businesses to process payments from their smartphone or tablet, as well as support for mobile payment methods such as Apple Pay and Google Pay.
Gift and Loyalty Programs
Worldpay offers gift and loyalty programs that allow businesses to incentivize customer loyalty and drive sales. Their programs are customizable and offer features such as gift card management, customer data tracking, and promotional tools.
Acquired by Fidelity National Information Services
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.”
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 not BBB accredited, though they have acquired 181 complaints and 31 reviews in…
- Sales & Marketing: Hires independent sales agents and has received a high number of complaints about…
WorldPay Customer Complaints & Reviews
Here's What Users Think
Total Online Complaints
Live Customer Support
Most Common Complaint
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 $495 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
- (877) 776-3706 – Toll-Free General Customer Service
- +44 20 8081 3840 – Europe, Middle East, and Africa
- +63 2 8802 6299 – Asia-Pacific
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 BBB Rating and Report
Our Better Business Bureau Profile Assessment
Over 180 Complaints
As of this review, the Better Business Bureau has given Worldpay an “A+” rating. As of a previous update to this review, the BBB showed that Worldpay (as FIS) received accreditation in 2010. Despite being recently reset, the company’s profile is currently showing 181 complaints in the last 36 months. Only 56 of these 181 complaints were resolved by the company to the satisfaction of the merchant. The remaining 125 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
The company also received 31 informal customer reviews on its BBB profile, all of which were negative in tone. A recent review cites poor customer service:
**WARNING** DO NOT USE THIS COMPANY!Worst customer service I have ever had from any **********************. I feel bullied, lied to, and that’s just the start. Won’t cancel my account, won’t release my money, and won’t work with the customer to resolve issues.
This customer’s complaint shows the difficult issues merchants can face against providers. Learning how to cancel a merchant account without paying a fee can aid in avoiding situations like these.
A “C” Performance Overall
Considering the company’s complaint volume and resolution rate, we agree with the BBB’s rating of a “C” for the purposes of this review.
WorldPay Fees and Rates
A Closer Look at the Contract
Monthly & Annual Fees
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 merchants if they choose to do so.
Three-Year Standard Contract
Merchants 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 merchant’s 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 Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Uses Independent Resellers
Discloses All Important Terms
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.