National Processing Company Review

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Date Established
1960s
Location
Louisville, KY

Overview:

National Processing Company (NPC) is a large merchant account provider, currently serving over 240,000 merchants nationwide. The company is headquartered in Louisville, Kentucky, and was originally established back in 1979. It has since gone through a complicated series of mergers and acquisitions, and since 2010 has been a subsidiary of Vantiv.

Unfortunately, NPC seems to suffer many of the same service problems that we noted in our review of Vantiv. Expensive non-cancellable leases, poorly disclosed contract terms and expensive account fees are all popular complaints against NPC. While the company offers a range of products and services that will fit in with just about any small or medium-sized business, most of them don’t really stand out from what their competitors offer. Their one fairly unique offering is NPC Secure, an internet-based virtual terminal that supports eCommerce and also serves as a basic POS system when connected to a card swiper.

NPC has hundreds of Independent Sales Offices (ISOs) and agents across the country. Many of them use the National Processing Company brand, but many others do not. Here is a partial list of DBAs (Doing Business As) for National Processing:

  • National Processing Company, NPC, NPC Check Inc., NPC Select Services
  • Retriever Payment System, Retriever Check, Retriever Leasing
  • Best Payment Solutions, Inc.
  • RPSI, Inc.
  • Lease Capital Group
  • Iron Triangle Payment Systems (ITPS)

It’s interesting to note that while Vantiv has only 76 complaints filed with the BBB in the last three years, NPC has 177 complaints in the same period of time. Usually, it’s a good thing to surpass your parent, but…

National Processing Company is, at best, inconsistent. This is what happens when one brand is used by so many ISOs and sub-ISOs and independent agents. Yes, some of them are setting up great accounts and have a ton of satisfied merchants. But many others are providing horrifically bad customer experiences. Since we are in the business of reviewing the brand and company at large – and NOT individual sales reps or offices – I have no choice but to give NPC a less-than-stellar review. I’m giving them three stars, and I think that’s generous.

For a more predictable experience, check out one of our preferred providers.

Products & Services:

  • NPC Secure – This is a web-based virtual terminal, but with a number of added features that really bring it into the realm of being a virtual point-of-sale (POS) system. For instance, you can attach a credit card reader for swiped transactions, add custom input fields, and email customer receipts.
  • Mobile processing – NPC still advertises their proprietary NPC Mobile app on their website, but the app is no longer available on either the iTunes Store or the Google Play Store. As an alternative, you should be able to use either Vantiv Mobile Checkout (iOS) or Vantiv Mobile Accept (Android) with NPC.
  • Check processing services – NPC offers their NPC Check 21 Plus service for check processing and verification. Fees and charges for this service are not disclosed on their website.
  • Merchant cash advances – NPC offers a Merchant Cash Advance program, but you should consider it carefully before signing up for one. In many cases, providers will take advantage of merchants through this type of program.
  • Equipment leasing – NPC’s website includes information about the various check readers, card readers, wireless terminals, and POS terminals that they offer. Unfortunately, like a lot of older processing companies, they’re still pushing you to lease your terminals rather than buy them outright. Don’t do it! NPC’s claim on their website that leasing will save you money over buying your equipment up front is, in almost all circumstances, simply not true. While you may save money for a few months, their leases tend to run for years and are non-cancellable. You’ll end up paying thousands of dollars for a terminal that’s only worth a few hundred dollars, at best.

Fees & Rates:

NPC does not disclose any rate or fee information on their website – a strike against them, in my opinion. Rate quotes can vary dramatically depending not only on the nature and scale of your business but also on which particular agent you end up dealing with. The company offers both tiered pricing models and interchange-plus pricing, but unfortunately, they seem to push the more expensive tiered-pricing plans. If you want an interchange-plus plan, you’ll have to ask for it. Be aware that interchange-plus pricing is frequently offered to high-volume businesses, and a smaller business might not qualify for it.

There is, of course, no mention whatsoever of fees on NPC’s website, but you can expect to pay the following in monthly and annual fees:

  • Account fee – $20 per month
  • Monthly minimum – $25
  • PCI non-compliance fee – $19.95 per month
  • Annual fee – $99 per year
  • PCI compliance fee – $90 per year

While your plan through NPC might be different, this standard pricing information is very, very expensive compared to any of our preferred providers.

Contract Length & Early Termination Fee:

Unless you specifically and clearly negotiate something else, NPC will sign you up for their standard contract term of three years. The standard contract also includes an automatic renewal clause that will automatically – and without notice to you – renew the contract for successive two-year periods. You can only terminate your contract by giving the company at least 30 days’ written notice. If you decide to terminate your agreement, my advice is to send written notice well in advance of the 30-day deadline and confirm that it’s been received. I’ve seen a lot of complaints from merchants who were still charged monthly fees long after they thought they’d formally terminated their contract.

Getting out of your contract early is going to cost you, as NPC will charge you an early termination fee under their standard contract. The exact amount seems to vary, with reports of as low as $250 to as high as $700 being charged. Be aware that NPC does include a liquidated damages clause in their standard contract, although it’s either not vigorously enforced or is charged under the guise of an early termination fee. NPC’s parent company, Vantiv, is notorious for charging exorbitant liquidated damages, so be on the lookout for this when reviewing your contract.

If you want a better idea of what you’re getting into before talking to a sales agent, you owe it to yourself to review NPC’s standard Merchant Agreement. Be aware, however, that this document is only one part of your contract. You’ll also have to fill out a Merchant Application, which will also become part of your agreement with NPC. Since your sales agent usually fills out most of this for you and customizes it for your particular account, you’ll want to be especially careful in reviewing it before committing yourself to a contract.

Sales & Advertising Transparency:

Like most big processing companies, NPC’s marketing materials (including their website) are long on vague promises to give you the “best service” and “lowest rates,” but short on concrete disclosures about what you’ll actually pay. To get the details, you’ll have to talk to a sales agent, and that experience will depend on which particular agent you talk to.

After hearing from dozens of merchants who processed with National Processing Company, one thing is clear: the sales experience is best characterized as unpredictable. Most NPC merchants are signed on with ISOs (Independent Sales Offices) or independent agents, who are free to adjust sales practices and fees with minimal standardization and corporate oversight. So, you might get a good agent who’ll help you get the best possible deal, or you might get an agent who withholds information about contract terms and tries to steer you into a contract that’s best for the company’s bottom line.

Regardless of which agent you get, you’ll likely be pressured into signing up for a credit card terminal lease. As I’ve noted above, they even recommend leasing on their website, claiming (falsely) that leasing will save you money. It won’t! Terminal leases are almost never a good deal for merchants. Don’t let them tell you otherwise. Unless you need a huge number of terminals and don’t have the capital to buy them all (a very unlikely scenario), you’ll save money in the long run by just buying the machines you need.

Customer Service & Technical Support:

Like so many other aspects of this review, the customer service evaluation is confounded by the fact that many merchants processing with NPC receive customer service directly from the ISO or sales agent they initially signed on with. There is corporate-level NPC support, which – based on complaints and reviews – does not seem to be performing all that well. There seems to be a lot of issues with communication between sales offices and the corporate office.

Let us know your experience in the comments section at the bottom of this review.

Negative Reviews & Complaints:

National Processing Company is not accredited with the BBB and is not rated. They also do not have any complaints with the BBB. There are, however, seven reviews, six of which are negative.

There are also many additional complaints scattered throughout independently-operating, alternately-branded sales offices like Retriever Merchant Solutions, Retriever Payment Systems, and many others. Many of these DBAs (Doing Business As) have multiple BBB profiles. In fact, the National Processing Company brand alone has 8 separate BBB profiles, each with a unique office address. When they say “National” Processing Company, they’re not kidding. With this many businesses operating with such a level of autonomy, it’s no wonder that merchant experiences vary so greatly. You’ll also find a number of other comprehensive complaints at Ripoff Reports.

Complaints that came up frequently included the following issues:

  • Expensive non-cancellable leasing contracts – These leasing agreements are horrific. BBB complaints cite leasing fees up to $89 per month, plus $4.95 per month for insurance. Given that these leases are for 48 months and are non-cancellable (i.e., you have to buy out the remaining months if you want to cancel), merchants end up paying over $4000 for a machine worth no more than $700 (if it’s a fancy one). While the words “Non-Cancellable” do appear in bold in the contracts, it seems that many salespeople are intentionally misleading merchants to avoid disclosing this point.
  • Undisclosed early termination fees – If you cancel before your standard, three-year contract is up, NPC will charge you between $250 and $700 in early termination fees. Unless your processor is doing something really special for you, there is no good reason to sign a contract with an early termination fee. There are plenty of competing providers who will not require this of you.
  • Other undisclosed fees – A few of NPC’s merchants are having an issue with the PCI compliance fees that NPC charges. Although PCI compliance is necessary for anyone who plans on accepting credit cards for their business, NPC is not required to charge their merchants any type of fee for that compliance. So, contrary to what you may have heard, processors are not required to pass that charge on to you, nor are they required to charge non-compliance fees. Other merchants complain that the monthly minimum was either not disclosed or not sufficiently explained.
  • Difficulty canceling the account – This was an issue with Vantiv as well. What’s worse than paying an early termination fee? Being billed – unknown to you – monthly for years after you thought your account was closed. I’d encourage you to follow up aggressively and check your bank statements carefully to be sure that you are not being billed for the service after you cancel. Also be aware that unless you submit a cancellation request in writing, your account will not be closed.

Positive Reviews & Testimonials:

Here’s the thing you need to realize: NPC corporate is not selling to you. NPC corporate is selling to the independent sales offices who will then try to sell to you. Case in point: NPC’s so-called Customer Testimonial Video. On their homepage, National Processing says, “Hear what our customers have to say about us,” and implores you to watch the linked video. In it, you will hear from NPC’s customers – but all of these customers are actually managers or owners at other merchant services companies who utilize NPC’s payment processing service – and sometimes brand name – to sell you, the merchant, a payment processing account.

National Processing Company’s prerogative is to provide support to their independent sales offices, who then, in turn, will be able to provide support to you. Their direct sales seem to be minimal. This makes my job a whole lot harder because we are trying to assess the corporate brand as a whole. I was unable to find any positive testimonials from actual merchants using NPC’s service, direct sales or otherwise. If you’re a merchant who’s a current (or former) customer of National Processing Service, please tell us about your experience in the Comment section below.

Final Verdict:

The bottom line is this: if I can’t confidently say that you’ll have a good experience with National Processing Company, then I can’t recommend them to you. Sure, some of the sales offices might operate impeccably. From the volume of complaints and the consistency of issues raised by those complaints, however, it’s clear that many other offices are not providing good service. Given this inconsistency and the perceived outlook from the corporate level, I don’t have any real reason to recommend this company.

With so many complaints across so many business locations and few (if any) positive reviews to be found, this is a fairly easy call. Yes, NPC has a lot of merchant clients, and the vast majority of these merchants must be at least somewhat satisfied. However, that’s just not good enough in a market that’s as competitive as the processing industry is. With so many providers going above and beyond to give merchants a fair and predictable sales experience, NPC’s lack of consistency is hard to justify. Why go to them when there are so many better options?

In order to get a higher rating, NPC is going to have to address the problems I’ve outlined above. Switching to an in-house sales team, or at least providing better training and oversight to its independent sales agents, would be a good first step. Eliminating early termination fees and liquidated damages clauses – something many of their competitors have already done – would also improve their overall rating. Finally, I’d like to see a shift away from terminal leasing, which almost always ends up being a huge rip-off for the consumer.

As it stands, National Processing Company only rates a very average 3 out of 5 stars at this time. If you’re considering signing up with NPC, read your contract carefully, and look over the complaints other merchants have raised about the company. Better yet, check out some of our preferred providers for the best experience possible.

Tom DeSimone
Tom loves asking tough questions and getting straight answers, so he has a lot of fun calling payment processors for Merchant Maverick to cut through their smoke and mirrors and find the real deals. He has run a full-time editorial business from his home in New York’s Hudson Valley since 2010 and could not imagine a better job. When not busy writing and keeping credit card processors honest, Tom enjoys backpacking in the mountains.
Tom DeSimone
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40 Comments

    Fred Elliot

    good morning who is best processor (honest AND Best rates used to work with NPC for 18 years after reading reviews wont sign up with them .have business account with Wells Fargo -they said i will have To purchase new equipment fd 130 and to be programmed by them $150.00 ,what do you recommend-all the best fred

    Jessica Dinsmore

    Hi Fred,

    Give our filtering tool a try. I think it will help you narrow down some excellent options for your business.

    Gary

    The absolute worst merchant processor I have ever dealt with!

    1
    D

    Terrible service from day one. Never received credit card processor, but they do continue to take $19.95 out of our account. I have attempted to contact them, no one answers the phone or will respond to emails. Please do not use NPC, you will be sorry that you wasted your time and money.

    1
    Jeff McLaurin

    NPC may have the worst customer service I’ve ever dealt with. They cancelled our merchant account because I had the wrong billing address entered in the system for a client. I realize that is important, but they did not inform me that there was a problem. They did call my client after 5 pm one day and then never returned her call when she called them back. They are currently holding nearly $1100 of our money (the charge in question was around $200). I have called several times to make sure they have the right address and to get our money released, but there is one particular person who NPC says has to help me and she is never available and has not responded to several voice mails. As I right this I have been on hold for 22 minutes waiting for a representative.

    1
    Olivia Liou

    We had been with this company for over 10 years.
    The customer service department is awful when we called them these 2 months. National Processing Center has changed its platform since 2 months ago; we did not know so the batches made from old terminal did not come to our bank, along with new issues with the new terminals due to the company’s changes.
    We can understand there are problems, but we had try to reach out for at least 20 phone calls, the wait was of course super long, then either they route you away, or “I promised you we can resolve your problems” then no solution, or sent you to technical and technical sent you back to customer service, or “our supervisor cannot call you back until 24 hours later because they are busy.” and NEVER a call back. We would think by the time we got to retention/loyalty, they would try to keep the customers, but no, they ask you to call customer service; they would said sorry, we understand the wait is long, but there is nothing we can do about the missing batches or mis-posting.
    Not to make measures to overturn these serious problems for over 2 months is not excusable.

    This comment refers to an earlier version of this review and may be outdated.

    Louis mays

    I’ve been a loyal customer of NPC for over 30 years and up until today mostly satisfied with their service today I stayed on the phone for over 3 hours trying to get to tech support. I was on phone with four (4) different people. Rachel Keisha And Novatta. I. Was transferred– hung up on and treated poorly. To the point that I lost my temper. I just tried to contact customer services and left my #. With 3 different prople. No one returns my call. Their website says they have good customer service. Today I find that hard to believe

    This comment refers to an earlier version of this review and may be outdated.

    AM

    I just received a very high pressure sales call from them. It was very late on Friday afternoon and he really wanted me to commit to looking at an agreement. I repeatedly asked for him to send me written materials by e-mail. He repeatedly deflected that by saying that he would go over the agreement line-by-line. I had a call on another line and repeated that I wanted to receive written information by e-mail and provided my e-mail address. He said that he would call me back on Monday.

    I am in Alaska and if he calls before business hours on Monday, my boss will answer and that will be the end of that.

    I am very leery about agreeing to accept his agreement BEFORE I have received written information on rates, fees, equipment purchase, contracts, and termination fees.

    This comment refers to an earlier version of this review and may be outdated.

    Tom DeSimone

    In my experience, a high-pressure sales call is a bad sign. You are 100% right to want to review all of the written documents in-depth before making any commitment. You will want to carefully review the rate quote, the fee quotes, and the contract terms to decide if it’s really a good deal for your business. Personally, I’d recommend that you tell the salesperson to take a hike. He should be trying to win your business with honesty and a thorough consultation, not trying to force you to do anything on a short timeline. If you’re interested in switching providers, try out our merchant account finder. We have carefully vetted the providers in our system. If you want to sign up with a provider that is not one of our recommended processors, please check out a negotiation guide to make sure you get a good deal.

    This comment refers to an earlier version of this review and may be outdated.

    Lee Wickstrom

    Seriously, have you even read through the complaints about this company? Why would you even consider dealing with them? Personally I would not sign anything with them without having a lawyer review it first, and even then keeping in mind that you will probably need to pay the lawyer again when things go south. Of course if you are a big enough company that you keep a lawyer on retainer, then go for it!

    This comment refers to an earlier version of this review and may be outdated.

    Tamara Rogers

    Hi Tom, Well it’s Nov 2015 and National Processing LLC says they have A+ BBB rating – nil complaints for 3 years. Vantiv not so good. But how does NPL swing this? What gives?

    3

    This comment refers to an earlier version of this review and may be outdated.

    Tom DeSimone

    Hi Tamara,

    Make sure you’re looking at the corporate BBB profile. There will be various peripheral BBB profiles for local offices, but most complaints are funneled through the corporate page. Currently 163 complaints show for the last three years. We’ll be updating this review soon with more up-to-date details.

    This comment refers to an earlier version of this review and may be outdated.

    Charles Sakai

    Just got hit with a $500 termination fee. I guess that it applies forever. Retriever in Pittsburgh is a HUSTLE. BEWARE!

    1

    This comment refers to an earlier version of this review and may be outdated.

    Janet Davis

    I am usually pretty good at detecting a scam but the salesman was very good at diversion. No cancellation fee apparently only applied to the processing agreement though I was just told, no cancellation fee. I paid $45 per month for 4 months shy of 4 years on an outdated vx520 which can be purchased on amazon for around $200. I have closed my business and retired with 4 months left on my contract. I am told I owe the over $200 still. They may ding my excellent credit rating, but my bank account is closed and they won’t get another dime from me. Retriever was a good processing company with good rates but not worth getting into a contract with NPC.

    1
    Lee Wickstrom

    The only question that remains for me is whether the credit card processing company NPC/Retreiver/vantiv is just grossly incompetent or they cross over into being criminal. After years of high fees and long waits between the transaction and finally having the money put it my account, I took the plunge and switched companies knowing that it was unlikely to go smoothly on the cancellation end of it.I sent the written request to close my account on December 19th, along with a phone call to close the account. During the phone conversation I was assured that the December statement would be the last one, and the last charge to my account. Then a month later I receive a statement for January. No activity – just fees, as though I had never cancelled. I call and get an apology and a refund. Next month, same thing -fees for the month of February. Again a long phone call results in another apology and another refund. March, same thing and I was less than happy when I asked them why they kept stealing money from me – again, a long call and more apologies and a refund. April – you guessed it. I am still battling this. This time their representative actually suggested that I might close my checking account in order to avoid further charges. Now we are in the middle of May (remember the account was closed in December) and each month they take money from my account which results in hours of lost productivity, for which they will not take responsibility. A complaint with the Better Business Bureau accomplished nothing; NPC claims (once again) that they have rectified the problem and that they owe me nothing for my lost time. The BBB finally closed the case without any resolution, and here is the kicker: NPC’s rating with them remains an A+, which says as much about the BBB as it does the disgraceful corporation which goes by the various names of NPC, National Processing Company, Retriever Payment Systems, vantiv, and probably a few more.I fully expect to find that NPC has illegally removed money from my account again at the end of this month as well.

    1

    This comment refers to an earlier version of this review and may be outdated.

    Debborrah Gia

    I was with Retriever for the past 15 years never really happy with service and the fees they charged but always busy and not enough time to change to another company, well bad me! Retiring this year and giving Retriever 2 months notice with the closing letter and verbal questions ask about any fees involved and being told by several sales reps that there would be NO fees, guess what? Yes, they stoled $375 out of the checking account for etf!!!! After numerous hours on hold and phone calls they say I terminated my contract early!!! I can not believe these people and their business tactics! They are thieves and they pray on everyone that comes in contact with them. By all means do not do business with these evil people, research every company and make sure they are not associated with the thieves at Retriever, NPC or what ever other umbrella these crooks are hiding under!
    Lets call for a class action lawsuit for all of these companies associated with Retriever, deception and misrepresentation at the very least!

    This comment refers to an earlier version of this review and may be outdated.

    Jay

    I was with them for over 10 years. Every time I called, I waited at least 30 minutes to talk to someone. When I cancelled, they charged me $250. Do not use this company!

    1

    This comment refers to an earlier version of this review and may be outdated.

    Diane

    I had a merchant account with NPC for 7 years. I cancelled my account, in writing, certified mail, in January, 2015. NPC then took $250 from by business account as early termination fee. After getting nowhere with their customer service people, I filed a complaint with the BBB. The response from NPC was that my contract automatically renews every 2 years, so they will not refund my $250. However, most importantly, there is nothing in my contract that states anything about renewal whatsoever. It only states that my agreement is for thirty-six months. Anything NPC says to the contrary of what is clearly defined in a written contract constitutes fraud and misrepresentation. This company has done just that and doesn’t even merit a one star review.

    This comment refers to an earlier version of this review and may be outdated.

    Josh Linker

    It should be noted that Payline Data also uses NPC as it’s primary platform, but you give them rave reviews. It’s not so much the processor as the ISO that can make or break a company.

    2

    This comment refers to an earlier version of this review and may be outdated.

    Tom DeSimone

    Hi Josh,

    I 100% agree with you. Since we can’t report on every NPC ISO, we have to report on overarching trends and customer experiences from the top down in the NPC brand. An ISO like Payline that uses NPC to do the processing, and that eliminates most/all of the negative points mentioned in this review (uncancellable leases, undisclosed fees, early termination fees, lack of added value, etc.), should definitely not be written off just because they use NPC on the backend. As strictly a processor, NPC is totally capable. A number of our preferred providers use NPC for at least some accounts.

    What we’re looking for is consistency and predictability. I know that I can send someone to Payline and they will most likely have a good experience. But when someone asks me if NPC is a good company to work with, the best I can say is “maybe, sometimes.” This review reflects that.

    This comment refers to an earlier version of this review and may be outdated.

    Maureen baumgartner

    No, Payline Data does NOT eliminate “most” of the problems with NPC; in fact, after years with Payline, we’ve just about had it. Because Payline does not offer it’s own real customer service (one must leave a msg, and someone named “Tiffany” calls us back or emails every time, for years, as far as I can tell she is their lone employee), they now tell us we must call NPC “for customer service,” which means up to a one hour wait on the phone every single time. Just today when asked for a Payline Data corporate number or supervisor’s number, Tiffany just gave me the number for NPC, as though they are the same company. She now says only NPC “can see my account.” This is not acceptable; we did not sign with NPC; we signed with Payline, who have abrogated all responsibility and customer service to NPC.
    By the way, the reason we called them is because we found out that they (Payline) has been charging us “pricing plus” 0.9%, when our contract was signed for “pricing plus 0.25%” two years ago. She says she can’t see our account, needs NPC for that. Great. I asked about a 7.4% “Interchange rate,” and no explanation from Payline. This is serious. All those fees Payline wrote “$0.00” on the contract? We’ve been paying many of them all along, like paper statement $5. Don’t be so quick to absolve Payline. We are pursuing it, though apparently only one person works at this company (and I mean for years). No accountability or ability to speak to anyone in power, just NPC. No one even answers Payline’s phone, you must always leave a msg.

    This comment refers to an earlier version of this review and may be outdated.

    Tom DeSimone

    Hi Maureen,

    Wow, that definitely sounds like a nightmare. I don’t know what happened to screw things up so badly on your account, but that’s 100% unacceptable. Would you feel comfortable sending me a copy of one of your processing statements? I can’t promise you that I’ll be of any help, but I’d be interested to try and figure out what happened with your account. They should absolutely make this right for you. If you’d like to, you can send a statement to Tom@MerchantMaverick.com.

    This comment refers to an earlier version of this review and may be outdated.

    Maureen baumgartner

    Josh, you are correct, see my comment below: Payline has now abrogated all customer service responsibilities, that I can see, to NPC. A nightmare.

    This comment refers to an earlier version of this review and may be outdated.

    Carolyn

    I have had this service for 4 yrs now. I have tried to cancel several times, but have been forced to stay due to ridiculous out fees. Figured maybe I would start using the machine more often, no big deal. Well the following year came around and was told when trying to cancel I would be charged for cancelling because my contract renewed and I am trying to cancel during an active contract. Asked when can I cancel my contract without penalty? Each year when your PCI certificate is due is when you would cancel without fees. Ok. started receiving emails of this certificate being due on 11/02/2014. I jumped on this in that very day. It is now 11/24/2014 and I was finally told today that my contract would be cancelled on 12/01/2014. I have heard every bold face lie about why it took PCI two weeks to send me the request to cancel letter to sign. Then another few weeks for them to receive my request to cancel. I am so afraid that come Dec 1st they are going to say your contract renewed in Nov 2014 and you will now be charged with cancellation fees. This company is horrible about letting you go. I have not used their cc service since 01/2014. At the time I did not have the time or energy to fight with them all year, but I no longer work in the office and told myself I will spend everyday requesting to cancel my service until it is done. Customer service does not have any answers for why everything has to be so difficult. No reason for not sending a renewal notice. No answers for why it takes so long to send a fax in today’s fast pace. technology. No answers for why there is no statement beginning and ending date. Whey there is no due date on their invoices. NO ANSWERS FOR ANYTHING. I would avoid this company at all cost. They are criminals hiding behind customer service reps. Oh and the kicker when asked to speak to a manger or supervisor, they have none. CRIMINALS I TELL YOU. I don’t have anymore time to share with you about the sales rep who started us on the road to this horrible company. He to lied and cheated us from the beginning. He’s no where to be found now.

    1

    This comment refers to an earlier version of this review and may be outdated.

    Susan Ashley

    I have been approached by Retriever Merchant Solutions (and recognize that it’s part of NPC). After being well coached by this site–thank you, BTW–I met with them and asked at least most of the right questions but received very different info from what I’m seeing in this review. Would love your help with this…is it too good to be true?

    – Interchange Plus is $0.10 plus $0.05 per transaction (and this applies to my ecommerce business as well)
    – Monthly statement fee of $5 but no other monthly fees
    – No cancellation fee
    – Can buy instead of leasing equipment
    – There is a PCI compliance fee but it’s only $99 annually (and won’t be charged next year)
    – No monthly minimum
    – No IRS settlement fee
    – Chargeback fees of $15, Insufficient funds of $25
    – No set up fee
    – No other or hidden fees (although I understand I teed up a easy one with that question)

    Would very much appreciate your 2 cents on this! Thanks in advance.

    This comment refers to an earlier version of this review and may be outdated.

    Tom DeSimone

    Hi Susan,

    Thank you for reading! So glad we could be of some help! I’d be glad to give you some insight on this.

    When it comes to our reviews of companies that use outside sales reps, we have to lean to the side of caution and give all of the details for how things can go wrong with a predatory (or even just poorly trained) sales rep. But there is always room for responsible, ethical sales reps even when some of their colleagues selling under the same company name are providing bad deals. Interchange plus at 0.10% and $0.05 per transaction with $5 admin fee and no monthly minimum is a very good deal indeed. It is also a sensible quote (not impossibly low, which would be a red flag).

    So as long as you carefully go over your contract and fees page to make sure everything is in order (remember that almost every contract says that any verbal promises or out-of-contract written promises are null and void), especially the early termination part, there’s no reason why this couldn’t be a legitimate offer from a good account representative. We tend to give higher ratings to companies that have the most consistently outstanding sales experience, but even companies that are somewhat inconsistent can still provide good contracts when the right representative if taking care of you!

    Good luck, and let us know how it goes!
    -Tom

    This comment refers to an earlier version of this review and may be outdated.

    Bryan

    Susan did you end up going with Retriever? Was it a good experience?

    This comment refers to an earlier version of this review and may be outdated.

    Susan Ashley

    I had a family emergency and never made the switch. It didn’t help that the sales person I had met with was next to impossible to get in touch with after our initial meeting. I had follow-up questions that they never answered. I’m likely to go with someone else now that I’m ready to make a switch.

    This comment refers to an earlier version of this review and may be outdated.

    Julie

    Is there a processing compnay that offers cut and dry ..no hidden fees…reasonable rates and decent service?? I am currently with Sam’s ( First Merchant). They have taken away all of the perks over the last year and edged me up to a 4% processing costs….is that rate normal?
    All the variables of this business seem to be around only to confuse the merchant. HELP.

    This comment refers to an earlier version of this review and may be outdated.

    Tom DeSimone

    Hi Julie,

    I’d recommend that you check out any of our higher rated processors, like Dharma Merchant Services, Helcim, CDGcommerce, or Payment Depot. They will give you fair rates and won’t hit you with any hidden fees. To learn how your processing rates should be decided (and why 4% is high), check out our article on interchange-plus pricing.

    If there’s anything else we can help with, don’t hesitate to follow up!

    Good luck,
    Tom

    This comment refers to an earlier version of this review and may be outdated.

    Dale Neese

    I was with NPC for a good number of years. They did not notify me that they were discontinuing a POS terminal that I was using causing me some grief during my sales period. I would strongly recommend that anyone searching for a CC processing service pass NPC by. At no time did NPC apologize or offer me anything that would want me to remain as one of their long time business customers. And anyone still in business with NPC I would think about cancelling before you get the shaft.

    This comment refers to an earlier version of this review and may be outdated.

    Neva Meiwes

    Your salesman, [edited: name removed], came in my store. He explained his service and wanted me to sign up right then. I told him I would do my comparisons and think about it. Then he became hostile and rude because I would not sign his contract. Neither he nor your company is ever to be in my store at anytime. I will not be bullied or endure rude comments from anyone.

    This comment refers to an earlier version of this review and may be outdated.

    SMJ

    Really, really terrible to do business with. And good luck getting away from them — they refused to unlock a terminal that we own so we can use another processor! Not a good choice.

    1

    This comment refers to an earlier version of this review and may be outdated.

    Lori Roberts

    I opened my 1st retail biz 2 years ago. NPC was on my doorstep immediately. I had never negotiated for credit card processing before and the sales person assured me that I was in good hands and I was lucky it was him who came to see me and assured me more than once that I was “getting the best deal out there.” Because the regulation on this industry is nearly non-existent, I tried to compare fees and could not do so because each one has a menu of fees that is different with every single processor therefore you are NEVER able to compare apples to apples. This should be illegal but it is not. At the time I did not understand that I could buy processing equipment. I thought I had to get it through the credit card processor so I got roped into paying (and still am) a total of $1658 for $289 worth of hypercom credit/debit terminals (can buy a set right this minute online for a total cost of $289. I’ve since switched processors and, although I’m saving money and they gave me free equipment, after I did my yearly calculations, I realized I’m saving money but was recently told by my CPA that I was paying a ridiculous sum for processing on top of still having to pay for my NPC terminals. Each time I investigate a new processor, I am flabbergasted at the difference in back-end fee differences and then they throw in fees that were not in the original contract every now and then and give you some undeciperable answer to “What is this fee for?” Echo Daily starting charging me $20 per month because I “did not complete their PCI questionnaire online”. I received no notice that there would be a penalty fee! I now hear horror stories from the other small biz owners I’ve since made friends with about the fact that you cannot REALLY know what % you are paying until you’ve been getting statements with various and changing fees for (minimum) 6 months. I’m furious that there is no regulation protecting small businesses and forcing these companies to standardize fees and fee names and for the companies to disclose that if you do not do “A” then you will also incur charge “B”. The very worst part of all this is that you cannot refuse to pay them because they have full control over all the money they process and deduct whatever they like whenever they like. I’ve just come from a meeting of group of retired high-power business executives (IBM, Disney, World Bank, P & G) who donate their time to help small businesses like mine. One of them is determined he is going to force the issue and find a way to decipher the fees and he is currently torturing over 10 processing companies with a myriad of pointed fee questions that he is receiving unsatisfactory answers for. He compared it to the old shell game and said there were no straight answers. I am going to help him with this research and we will publish our findings. In the meantime, I am going to send the NPC equipment back, close the account they are debiting and will document the torture they will dish out as part of our investigation.

    1

    This comment refers to an earlier version of this review and may be outdated.

    d. douglass

    NPC bought out the merchant company that I used when I started my business 12 years ago. This year alone, they instituted a merchant fee which is approximately $90 a year in addition to their $10 monthly statement fee. That alone is $200 just to have a merchant account with them. On top of that, be very careful about any type of new services that they offer because you will be automatically signed up for and billed unless you opt out. In my case, I opted out yet still got billed. It took 4-6 weeks to get my money back. They rates are slightly lower but when you calculate all the hidden fees..you pay more money. You are better off with a merchant company that charges a higher rate..with no hidden charges. Stay far away from this company. I have applied for another merchant account and when I am accepted, NPC can kiss where the sun dont shine!

    2

    This comment refers to an earlier version of this review and may be outdated.

    Heartland Auto

    These people are out-right thieves. Their support is a joke. Their fees are outrageous.

    Every month, they sneak in some hidden fee. They always charge the highest fee, no matter what card it is.

    What a bunch of absolute dirt bags.

    Bob Fletcher

    This comment refers to an earlier version of this review and may be outdated.

    Joe

    I wouldn’t say that NPC is out-right thieves. In fact I have heard good reviews from their existing merchants. There is always going to be someone that is not satisfied with a company, but to call someone thieves is a bit of a stretch when a company has so many satisfied merchants…

    5

    This comment refers to an earlier version of this review and may be outdated.

    KM

    I agree 100% with Mr. Fletcher. I trusted NPC for over two years until I realized I was being raked over the coals. They snuck in several fees and charged me outrageous amounts. By switching away from them I am saving hundreds of dollars per month, literally. If you are currently using NPC, I urge you to find at least three reputable credit processing companies and get feedback on your current contract.

    This comment refers to an earlier version of this review and may be outdated.

    katherine ernst

    you obviously work for them. Anyone who has been their customer for any length of time knows that calling them thieves is extremely light compared to what they really are.

    This comment refers to an earlier version of this review and may be outdated.

    pat handwerk

    They do not offer support when there is an issue, my terminal is not working and it has been 5 days and not even a return call.They also sneak in extra charges without any notification or chance to opt out, that that you could anyway.My rep told me there would be no cancellation but he couldn’t cross it out on the contract but would honor out verbal agreement, guess what!!!Hit me with a $90 charge for “insurance” on2/29 when I went to cancel I was told that was for the year but is non refundable.Bad, Bad, Business!

    1

    This comment refers to an earlier version of this review and may be outdated.

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