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ISO: Wells Fargo Bank, N.A., Concord, CA; Fifth Third Bank N.A., Cincinnati, OH.
Pros
Cons
Merchant One is an ISO (Independent Sales Organization) of several larger direct processors, including Fiserv, FIS Worldpay and Elavon.
Merchant One services about 100,000 merchants, making it a mid-size provider. They offer a wide variety of credit card terminals, point of sale systems, mobile payment systems and check/ACH processing for a potentially low monthly fee.
However, we noted a lot of complaints about fees that were not clearly disclosed — annual account fee, PCI non-compliance fee, monthly minimum fee, gateway fee, early termination fee and possible liquidated damages for early termination. Merchant One's responses to complaints posted on the BBB website indicate that the company has a policy of strictly enforcing the terms of its contracts. Be sure to carefully read your merchant agreement so you fully understand the pricing structure, fees, contract length and early termination penalties. If you're not sure, ask your point of contact to verify the information in writing.
I switched to this company in Aug 2022…
I switched to this company in Aug 2022 with a promise of $50/month saving by Jared Ryan. I was worried about it but i was assured it would be fine. He rushed me through the contract online signing process and I didn't see this spot that I would have to pay a $99 annual fee I was never told about and I was never charged by previous CC company in past 6 years. So now I am spending MORE money with this company. So since Aug 2022, I had to pay $99 for four months worth of service. I tried to get them to do a partial refund but they refused to. With my math with previous statements, even without the $99 annual fee, I was still not saving any money but spending more than I did.
I want to get out of this company ASAP but I want to be assured that I will not be charged with any termination/cancellation fee along with another hit for $99 but they haven't been responding to my emails.
Trustpilot review, 1 out of 5 stars, February 16, 2023
Not enough features to support our payment processing needs
Customer service is very slow to answer, sets appoints and fails to keep them. There are many features that we need in our business that you do not offer…Custome emails in response to a purchase, multiple pricing options within a program, the ability to offer add ons, I am sure I am forgetting something…I can not collect the customers phone number. It is not intuitive and I don't think there is training..I can not EASILY locate my sales records, access the customer information and deliver their digital product.
Trustpilot review, 2 out of 5 stars, February 23, 2023
Unauthorized Cancelation of Account
I'm not sure why, but my account was shut off without my knowledge. I would run a card and it would automatically decline all cards. It was frustrating as I couldn't take payment while doing business. I was about to switch to another service when Illien Pico actually stepped in and got my account up and running again. Because of her, I stayed with Merchant One-- For now.
Trustpilot review, 3 out of 5 stars, October 3, 2022
I thought the person I worked with was…helpful and efficient for the most part.
I thought the person I worked with was efficient and helpful in changing our banking account over. I'm giving 4 stars because when I emailed to inquire how long it would take (after a week of waiting) I did not get any response, plus getting through to the person working to help by phone was…..a chore. Would have liked it to be easier to communicate.
Trustpilot review, 4 out of 5 stars, February 14, 2023
FINALLY, some great customer service!
I have had several issues with the fees and spent far too many hours on the phone trying to get my account straightened out. I am not very happy with Merchant One, but today Bricnic Mena took what has heretofore been a very frustrating experience and turned it around with her amazing customer service skills. She is the first agent with whom I have spoken who pulled no punches and told me exactly what was going on. She explained everything clearly and honestly, and I hope Merchant One promotes her - they need more agents providing this type of customer service. Bricnic gets 5-stars; the verdict is still out on Merchant One as a company.
Trustpilot review, 5 out of 5 stars, March 13, 2023
Merchant One is one of Forbes Advisor's top 10 credit card processing companies in a review dated January 26, 2023.
Merchant One claims to have an easy approval process for customers with "less-than-perfect" credit scores. The company will process applications within 24 hours and has a 98% approval rate.
Merchant One claims there is no early termination fee. However, there's also the following disclaimer:
"Rates above are for qualifying rates. For full rates, fees, and terms please refer to your merchant processing agreement. Executed merchant processing agreement overrides the above fee table."
Although Merchant One claims to have 24/7 phone support, Forbes Advisor made a couple attempts to speak with a representative over the phone and was not successful. Both times we were told the wait would be over 10 minutes long, but the call then dropped after a few minutes.
Merchant One has a wide range of features, seamless integration with many popular programs and a willingness to work with all small businesses. That's why it's our pick for a credit card processor with a fast and easy approval process.
You should expect most of Merchant One’s products and services to be pricey, potentially shutting out budget-conscious businesses. Merchant One also requires a three-year contract with an early termination fee. In addition to the expense, a long-term contract is simply less convenient than a month-to-month arrangement that you can cancel anytime.
Merchant One makes it easy for businesses to quickly set up a merchant account and start accepting credit card payments. They offer a wide variety of hardware and software options and have all the modern security features you would expect from a merchant service provider. Their pricing, fees and early termination penalties have been widely reported as unclear, not properly disclosed or misleading, so careful review of the merchant services agreement is strongly recommended.