Pivotal Payments Review

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Date Established
2003
Location
Plano, TX

Overview:

Whether you are here for the first time or checking in to see what’s changed for Pivotal Payments, the bottom line is still the same: avoid doing business with them.

When you Google Pivotal Payments, the autosuggestions feature words like “scam” and “lawsuit.” The first page of results is mostly populated with scathing reviews and even a few blogs solely dedicated to putting Pivotal in the ground. Based on everything I’ve read, I can’t say that I blame them. Pivotal is also behind the brands Payment Systems Merchant Services Inc.Capital Processing NetworkTangerine Payment Solutions Corp, and Cardex Corporation, among other DBAs and acquired companies. So if you see one of these names on your processing statement, Pivotal is likely your processor.

While Pivotal Payments doesn’t quite make it into the “worst of the worst” category, it’s safe to say the company still holds its spot as a bad business idea. Even so, the company services 70,000 customers and handles about $12 billion dollars per year (as of December 2014). It’s doing something right business-wise, and I have to believe that a sizable portion of the merchants Pivotal provides for must feel at least marginally satisfied — right?

But a chance at marginal satisfaction isn’t anywhere near good enough to get our endorsement. Some of the most glaring and recurring complaints we’ve seen against Pivotal credit card processing include the following:

  1. They fail to disclose all of the terms involved with terminal (credit card machine) leases
  2. They fail to disclose all of the terms involved with their early termination fee (ETF)
  3. Their customer service performs poorly
  4. The sales experience they provide is inconsistent

Some of these problems come back to Pivotal’s use of independent agents and offices to resell their products and services. While some companies do a good job of maintaining a consistent product despite their dependence on independent agents (Chase Paymentech, for example), Pivotal doesn’t seem to strive for standardization. This leads to a free-for-all where merchants suffer the consequences.

One plus for Pivotal is its accessibility for Canadian merchants. While headquartered in the U.S., Pivotal also maintains a sizable office in Montreal, Quebec. Not that many companies offer merchant accounts in Canada (compared to the number that do in the US), so in some ways, they simply have better odds in the north. From what we’ve heard, Canadian and US-based merchants get the same sub-par service from Pivotal, regardless of locale. And if you’re a Canadian merchant, don’t think you have to settle. Check out this article for more information on your options for Canadian payment processing, or skip to our review of Helcim Payments, a reputable Canadian merchant account provider.

Despite some positive changes recently, Pivotal still seems to struggle with communication and transparency. For that, it keeps 3 out of 5 stars. There’s no reason for you to do business with Pivotal Payments if you don’t have to. You’ll find many, many better options on our comparison chart or by using our account finder. If you do choose to partner with Pivotal, make sure that you read your contract very carefully and maybe read up on how to get a good deal before agreeing to anything.

Check out the full review for more details.

Products & Services:

Pivotal doesn’t have a huge selection of products and services, which doesn’t mean anything bad in and of itself. It’s a good idea as a business to have a clear focus and purpose rather than trying to be all things to all people. Some of its offerings include:

  • Terminal leases/sales: Check out this article before you do anything hasty.
  • Reporting tools: Including real-time reporting. This kind of service is becoming an industry mainstay.
  • Merchant club program: Called PivotalONE. Signing up provides you with various discounts, warranties, and supplies. Watch out for things like this, though. They can end up costing more than it’s worth. Also, beware of being automatically signed up.
  • Mobile processing: Pivotal seems to have caught on to how big mobile payments are becoming and has added some information to its websites, complete with links to download the apps. The app, which we haven’t tested yet, is called PivotalMobile. In addition to iPhone, iPad, and Android devices, it has a mobile solution for BlackBerry devices. (No Windows, though). There are some videos on the YouTube channel, too.
  • Month-to-Month Contracts: This isn’t actually advertised on the Pivotal Payments website (brilliant marketing, really), but since we last looked at Pivotal, it has started offering month-to-month contracts with no cancellation fees for merchants. But that information is only posted on IOSAgentProgram.com, which focuses on recruiting sales reps, not communicating with customers.
  • Next-Day Funding for Canadian Merchants: In December of 2014, Pivotal announced that next-day funding for all of its clients with Canadian bank accounts would be available in Q2 of 2015. It’s also mentioned on the ISO agent site, but not the main site. (Are you waiting for a website relaunch to add all of this, Pivotal? I’m very curious why this information isn’t available on the customer website.)
  • Apple Pay Support: Pivotal supports Apple Pay payments through its FlexPoint platform. This is a good thing since Apple Pay is likely going to be the game-changer on the mobile payment front. (Worth noting: Since the terminals are NFC compatible, they work with not just Apple Pay but Google Wallet and other NFC-based mobile services.)
  • EMV Support: As of October 2015, Pivotal announced it had received EMV certification for its FlexPoint platform, coinciding with the arrival of chip cards to the U.S. Pivotal worked with Tender Retail, a division of ACCEO Solutions, Inc., for its solution to those changes. For Canadian merchants, you already know all about chip cards. If you’re looking for a new EMV machine, check out our suggestions.

Fees & Rates:

Pivotal does not disclose any fees or rates on its website. Well, it does disclose the chargeback fee (which ranges from $25 to $50) on the Understanding Processing page, but I’m pretty sure that’s it. If you’re really that curious, you can submit a request for a free rate quote, but given the onslaught of reviews and complaints about transparency, I wouldn’t count on it being accurate.

As one of our colorful commenters put it:

They sneak more fees on you than a weasel can steal eggs.

Based on everything we’ve found, we’re apt to believe him.

We’re not going to list any specific charges here since they seem to vary widely from one contract to the next. If you decide to do business with Pivotal, make sure to have all fees disclosed to you in writing by your sales rep.

If you need more info on how credit card processing fees work, check out this article or our infographic.

Contract Length & Early Termination Fee:

While it appears that, yes, Pivotal has started offering month-to-month options, it’s clear based on the chatter that many people are still locked into contracts. You can expect a three-year, auto-renewing contract from Pivotal, which is even worse than the industry standard of one-year auto-renewals. You’ll have to submit a written request for cancellation about 90 days before the contract expires (or whatever your particular contract says) if you want to close your account without paying the steep early termination fee (ETF).

Pivotal Payments has two different early termination fees. The first one is a flat rate of $500 for any merchant that processes less than $180K per year. The second one is a liquidated damages fee for those exceeding that threshold. The liquidated damages type of contract can get extremely expensive. This is one of the reasons why Pivotal has received a low rating here on Merchant Maverick.

So yes, if you can obtain it, go for the monthly, ETF-free plan. If not, there are plenty of other processors that don’t charge a cancellation fee.

Sales & Advertising Transparency:

Pivotal Payments doesn’t offer much sales copy or advertising on the website. While that strategy avoids deceptive sales gimmicks, there’s not much transparency or disclosure on the website, either. There’s not even a search bar to help you find what you’re looking for.

It would be nice to see some more useful information about the products and services offered alongside some disclosure of possible rates and fees. The site does claim that Pivotal has reduced the rates of 98% of merchants who have contacted the company. (Call me cynical, but I’m taking that one with a heavy pinch of salt.) The site offers a little bit of educational material in the Support and Resources section, but it’s not on par with what we like to see from merchant account providers.

If you’re in need of some truly useful info on credit card processing, check out our articles and tips.

Customer Service & Technical Support:

We’re glad to see that 24/7/365 phone-based customer service listed among Pivotal’s offerings (English and French), but it’s not clear what percentage of this service comes from in-house reps and what percentage is outsourced. A particularly large portion of the complaints we’ve encountered about Pivotal include remarks about long wait times on the phone with customer service and poorly trained service reps.

Furthermore, the Support and Resources section falls below average. Many processors offer extensive and useful guides to give merchants a starting place for troubleshooting problems, understanding their statements, and so on. Pivotal misses the mark, giving only a few mostly useless educational resources. Even the industry-specific brochures feel pretty generic.

However, it’s nice to see a little information about tax reporting through form 1099-K.

You can also find Pivotal Payments on Twitter, Facebook, and LinkedIn if you want to get in touch publicly.

If you have an experience with Pivotal Payments you’d like to share, please leave a comment!

Negative Reviews & Complaints:

A quick Google search for Pivotal Payments reveals a nightmarish web-scape of warnings and scathing reviews. If you search for things like Pivotal Payments reviews, Pivotal Payments complaints, or Pivotal Payments scam, your web browser might explode.

Clearly Pivotal has done a really good job when it comes to pissing off the wrong people. It’s easy to see how it happens:

  1. Independent rep makes big promises to business owner, failing to disclose any drawbacks.
  2. Business owner becomes unsatisfied with the service and angry about undisclosed fees and terms.
  3. Business owner tries to close his or her account and is told by Pivotal it will cost over $1,000 to close.
  4. Customer service reps do not effectively defuse the situation.
  5. Business owner becomes enraged, but can’t do anything because he or she signed the contract.
  6. Business owner takes to the web with complaints and HEAVY USE OF CAPS LOCK.

It’s a tale as old as time.

You can find quite a few negative reviews about Pivotal across the web and right here in our comments section.

There are 66 resolved complaints, and Pivotal has an A+ rating with the BBB. This is via the link to aggregate complaints on the page for the Melville, NY, headquarters. Note that the address for the profile that link takes you to is in Plano, Texas. The BBB recently revamped how it structures BBB data for Pivotal, so we’ll be keeping an eye on this.

In addition, Pivotal has an additional 58 complaints through Ripoff Report, which is more than a business of this size usually has through that site. This is probably why they decided to invest in the Ripoff Report Corporate Advocacy Program. For those unfamiliar with this, it’s basically a way for businesses to pay the complaints site to smooth out some of the bad reports and prevent them in the future. I don’t like this service since it’s essentially a way for the company to pay off the complaints site in order to bury the complaints. The good news, on the other hand, is that Pivotal has actually addressed almost all of the complaints, usually to the satisfaction of the merchant.

Of the complaints out there for Pivotal, these are the most common:

  • Expensive terminal lease contracts: Many merchants have complained about getting stuck in lengthy terminal leases, which are very expensive to get out of. Most terminal leases last about 4-years, so you can imagine what the cost will be if you decide you want to break the contract early. My recommendation is that you never lease a terminal unless absolutely necessary. You will likely pay $300 maximum for a new terminal, while a lease commits you to paying over $1000.
  • Expensive early termination fee: The second most common complaint was in regards to the Pivotal Payments early termination fee, though they’ve changed it to allow for flat-rate termination fees for merchants doing under 180K per year. Even so, the rate is still high. This sort of thing wouldn’t be a big deal if sales reps would disclose it. To avoid it altogether, go for one of our top rated month-to-month providers.
  • Bad customer service: When faced with bad contract terms provided by a bad sales rep, poor customer service is just insult to injury. Most merchant account providers have one or two complaints saying that they have “the worst” customer service. But with Pivotal, the complaint is habitual.
  • Auto-renewal on contracts: In some cases, people never signed a contract with Pivotal after the company bought out another service. Needless to say, they’re frustrated about the hoops they have to go through to cancel their contracts and the overall lack of transparency about when they can cancel. There are a few complaints alleging that merchants only received partial contracts or that the contracts they signed were different from what Pivotal claimed, or that the copies of contracts were blurry. If you do sign up, I suggest being very careful.

Positive Reviews & Testimonials:

It’s not extraordinarily common for satisfied merchants to go out of their way to leave positive feedback on the web, and it’s really rare to find praising comments for a processor with overwhelmingly negative reviews. So I’m not surprised that you don’t find too many voices sticking up for Pivotal’s services.

You can, however, find some nice video testimonials on Pivotal’s YouTube channel. These reviews come from both Canadian and US-based merchants from a variety of industry, all of whom seem satisfied with the products and services Pivotal offers. Some common praises include:

  • Good 24/7 customer support
  • Low rates
  • Ease of use/lack of problems

So we know that Pivotal isn’t screwing up everyone’s service. But I’m guessing none of these reviewers have tried to cancel their contracts yet…

Final Verdict:

All said and done, Pivotal’s early termination fee, lack of transparency and poorly regulated independent sales-force are more than enough to keep this processor from getting above three stars. As of 2015, there seem to be major steps forward, but some major steps back as well. they’re not hopeless, but it’s safe to say we’re not ready to endorse Pivotal yet.

The Pivotal team is replying to more complaints in public spaces, such as on review sites (including in our comments section below), making alterations to contract terms and trying to improve customer service. However, the situations with the BBB and Ripoff Report are problematic. While Pivotal finally offers a month-to-month contract option with none of its dreaded ETFs, it’s certainly not well publicized. That’s either bad marketing or a deliberate attempt to hide the information. Color me suspicious.

So for now, Pivotal Payments is keeping its three stars.

With so many other fantastic, caring providers out there, we just don’t see why anyone should risk it with a business like Pivotal. Please take a moment to check out some of our highest-rated processors. For Canadian merchants, consider Helcim first and foremost.

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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211 Comments

    John Curtin

    Does anyone out there know where I can get tech support for my hand held units. I have called and emailed multiple contacts at Pivotal and they all indicate they are closed on weekends. All my units at 2 retail locations are down, weekends are by far our busiest time, money is walking out the door and once again Pivotal is not there for us. This is without a doubt thee worst company to deal with. I have posted once before on this site and if I had the time I could easily post another 8 – 10 horrible experiences and broken promises I have had with Pivotal Payments. I am begging any of you out there to stay away from this company. The stress they cause is literally bad for your health. I look forward to the end of my contract with them. Once again, if anyone knows where I could get tech support this weekend it would be greatly appreciated.

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

    Pivotal

    John, We are sorry to hear this. What number or email are you calling? We're happy to provide you with support. Please call us at 866-349-7671 or email us at agentsupport@pivotalpayment.net

    5

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

    MSHMAA

    We are a small business that has to watch every penny on our budget but was looking for a good company to have an app on our phone or iPad that we could except credit cards. I was told by the pivotal representative that I would pay strictly for the usage of the application on our iPad only. Then they sent a credit card machine that I did not order and charge me for it then continuous charges came on my bank account that were on authorized. I literally was paying more for the their unauthorized charges then I was taking in in credit card payments. Every time I called them it was a runaround and they consistently lied over and over again to me about the fact that they would credit my small business account for the fraudulent miscellaneous charges they Taking out of my bank account. I was finally able to get them to give me a little bit of credit and as soon as I did I canceled the account. I would never recommend this company. They are unethical and so dishonest and will hit your account with all kinds of charges that are on authorized; buyer beware do not do business with this Poor excuse for a company, there a rip off . Sorry it Took me so long to get rid of them.

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

    Pam

    Hello MSHMAA,

    We’re sorry to hear of the experience you have described and would like to assure you that this is not how we conduct our business. We will investigate these issues with urgency and work towards a quick resolution.

    Please provide us with additional information in order to identify your account. You can email us at wecare@pivotalpayments.com

    Thanks,
    Pam.

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

    Peter Spratt

    Do not use this company. Customer service is terrible. I stuck it out longer than I should have because I didn't have the time it took to make a phone call to terminate their services. Nobody knows what they are doing. Now, they owe me 500.00 for a returned terminal. But nobody knows anything about it..terrible, terrible customer service.

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    Stuart Sutherland

    If it were possible to give a rating of zero that is what I would of done. To start off, the third party lease is absolutely awful and nobody at pivotal payments can even tell you who to call to discuss the termination of the lease with. Secondly the fee's are certainly not the most economical. If you take into consideration the lease and their administration fee's you are definitely not getting value for the service. Thirdly, they hold your money for absolutely no reason. I had a purchase that was outside of my prescribed "regular volume" and they make you jump through hoops. They give extremely poor reasoning behind the holds and make you call your clients asking for additional personal information that makes you look unprofessional and unorganized. I could tolerate my mistake when it came to the lease and fee's but holding up my transactions and embarrassing my business isn't something I can or will tolerate. Just an absolutely terrible experience all around. Do yourself a favour and learn from my mistake. Avoid pivotal payments at all cost. Also when you complain about these problems they provide absolutely no solutions or answers. It is one thing to have fundamental faults in your business model it is another to do nothing to address them. 1 star ratings almost everywhere don't lie.

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    Lori Connelly

    I would never do business with this company. I had my account with Intuit for over ten years when it was sold to Pivitol. I had two accounts one was an online account and one was a card reader. I closed the reader account while still with Intuit, leaving just the one web based account. Once my account was switched over to Pivitol, my customers began getting errors when they would try to process their orders. That was on Oct 1st 2015 and my merchant account IS STILL NOT WORKING. I have made several attempts to contact the company only to wait on the phone for hours and be passed along from person to person, without any resolution to my problem. I managed to talk to someone in their tech support dept that advised me that “my website is not supported by their plattform.” They still have not been able to get my account up and running but continue to charge me $45 a month. I tried to cancel my account but was told by a man named “Joseph” that there would be a $350 cancellation fee since my account was new. When I argued this he said it was stated in the contract I signed. I told him to send it to me. He emailed me a copy of my original contract with Intuit that stated if I closed my account within six months there would be a penalty. That contact was over ten years old. It is a year later and I’m still fighting with this company. I’m a small one person business. I don’t have the time or resources for this. I am going to contact my lawyer, the BBB, and possibly the State’s Attorney. What this company is doing cannot be legal by any means. Judging from the reviews above I’m definitely not alone. I am going to inquire if there is a possiblity to file a class action lawsuit against Pivitol Payments.

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

    Pam

    Hello Lori,

    We are very sorry to hear about the unpleasant experience you have described. We pride ourselves in consistently providing excellent service to all our customers but it appears something went terribly wrong here. Please allow us to review your account and correct any errors made. You can email your account information to us at wecare@pivotalpayments.com

    Thanks,
    Pam.

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

    Lola Hadathy

    I guess Intuit sold these people my online account. I called and cancelled with Authorize.net and I guess i had to call them as well, evern though my account was not used for 6 months they still billed me $34.95 ad month plus$100 PCI service fee. I called and complained and explained what happened instead of them returning my money as I have not used the service they just told me I did not call them to cancel. They refunded $8 to my account. THis is ridicoulouS!!!!Hate this company on principle I will never do business with them again!

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

    Clay Cavain

    They didn't set up my account correctly from the very beginning. We had never manually batched out at my company in two years of being in business. First, they didn't make their first three appointment times they made with me to set up my card reader. I had to call back every time to reschedule the next one.THEN, they didn't set it up to autobatch correctly so we ran cards for three weeks and didn't know they weren't batching out. Luckily, while moving my card reader one day, I accidentally hit a button that prompted me to ask if I wanted to manually batch out. I had NEVER done that before but I figured, what the heck, I'll go ahead and say yes.SO, my first batch out (and first deposit into my account) was three weeks after I started using the service.THEN, because the time between my swiping and the actual request to the bank for the money was too long, I got a charge back of $350 taken out of my account. It was NOT a customer requested charge back, it was a technicality at their bank!I have placed about 20-25 calls to them now to try to get this money back and, initially, just to get my card reader to auto batch. We have spent AT LEAST 10 hours on the phone with these bozos before they ever got it to auto batch for the first time.My first correct auto batch was SEVEN WEEKS after my account was opened!!They STILL have my $350 and my charge back rebuttal has now been refused by their third-party vendor who handles that.I've left five more messages for the guy who was FINALLY appointed to fix my account and he's not returned any of my calls.My next call will be to my attorney and I'm going to be suing them not only for my $350 but also for the time, frustration and stress they've cost me.I wish I'd never have heard of this joke of a company. You never get to talk to the same person twice.So, if you do have a problem, you have to tell your whole story all over again. Since my problems were so numerous, it got to where it took ten minutes just to tell the whole story. FINALLY, after five to six weeks they FINALLY appointed someone to take over my account.He succeeded in getting the auto batch to finally work right but, despite his promises to do so, he has not taken care of the $350 they still owe me.He HAD said that, if the third party vendor didn't approve the return of my $350 that he'd take care of it. Well, he's a liar because I've left him three messages over three days and I have not heard one word from him.A JOKE OF A COMPANY WHO, I THINK, HOPES THEY CAN STEAL THE CUSTOMER'S MONEY BY JUST HOPING THE CUSTOMER WILL GET TIRED OF TRYING!!

    1

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

    Serelle Peschong

    Filed a complaint with the BBB 3 days ago, and now have an appointment with my attorney this Friday regarding Pivotal Payments embezzling over $1,112.05 out of my business account to date. Cancelled their service back in Dec. 2013, and I filled out every piece of paperwork, and returned all required paperwork back to them, back in Dec. 2013 to verify my cancellation with them. Baffled as to the various cancellation fees that they have charged others, while reading the complaints on here and from the BBB. Looks like they make – up their own rules and fees, as they see fit. To me they are no better than some phone or e-mail scam, only they hide behind a few legal operating permits to conduct business. After several phone calls (8 calls – rudeness, got threatened, and even got hung up on) to this rip-off/scamming company, and 6 e-mails to 3 different departments (still no reply), I am now moving forward with my next step. Oh, I never received a copy of any contract with them back in 2013 as well. I worked in the corporate world for 11 1/2 years before opening my small business (no bank loans, or any other loans taken – & I still work part – time in the wee early hours), and have never had to deal with such unprofessional-ism, rudeness, thievery, and lying people in all my years. They are trained & scripted scam artists and will be continued to be exposed until they make good with all of their lying and stealing from all of the honest, hard-working people. May our Great Father have mercy upon them when their judgement day comes.

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

    Serelle Peschong

    After my last entry complaint on here, I did indeed contact the BBB (Useless just like their ratings), and my Business Attorney. Bottom line, I won!! (Their Lawyer is from Canada, Lol.)..I received my money back that they continued to embezzle out of my small business checking account , and All court fees. Will continue to send prayers to ALL who are still being scammed by these dishonest thieves.

    Serelle Peschong

    Have gotten nothing but unprofessional-ism, rudeness, ignored e-mails, phone calls, hung up on, and threatened by their customer service departments and their Relationship Manager. Quite simply, I cancelled their service in Dec. 2013, (I am a small business owner & still work outside of business) and not only have they received their outlandish cancellation Fee of $ 1,412.25 to date, but have continued to embezzle more money out of my business account in the total of: $1,112.05 to date. Have already filed a complaint with the BBB (noticed i have some typos on there after the fact – oops, sorry), and am now waiting on my Attorney to call me back today to continue moving forward as she see’s fit. Stay far away from this unprofessional, stealing, lying, & scamming so-called company!

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

    John Curtin

    I just wanted inform you of yet another poor experience with Pivotal Payments.I have contributed to this blog before as I feel obligated to let my fellow hard-working business owners know. Between over charges, hidden fees, inconsistent contracts, massive call centre wait times and zero transparency I beg you to WARN ANYONE YOU KNOW TO STAY AWAY FROM THESE CROOKS!!I had a customer come in today for a refund on 2 products they purchased. The amount of the transaction was $677.98. I proceeded to perform the refund, the terminal declined it and said it "exceeded our daily limit and to contact our local branch". When I’m prompted to contact our local branch I assume it is our bank. I call RBC and after 20 minutes on the phone with them they informed the limit is set by Pivotal - something I have never been told or informed about. I then call Pivotal and after waiting 25 minutes to get through to Customer Support I was put through to an agent by the name of Guillermo. Guillermo advised me that there is a limit on our refund amount and said it would be 2 - 5 days before as it would have to go to the Risk Department. My customer is from out of town and had already been waiting an hour so I told Guillermo I can’t make them wait this long as we pride ourselves on customer service. I asked him to transfer me to the Risk Department to discuss and he laughed at me! Let be clear, I am standing with a customer who has waited over an hour, our terminal is declining a refund cause our limit isn’t high enough which is so unbelievably embarrassing, and when I’m scrambling to rectify the situation a Pivotal Payments agent LAUGHS AT ME! I am so irate and embarrassed that I ask to speak with the supervisor. I am put on hold for 15 minutes and then the line is disconnected! So now I have to start from the beginning. I call Pivotal Customer Support, wait for 15 minutes. I get put through with an agent named Angele. I advise her of the whole situation. Angele was actually very understanding and pleasant and to my surprise she advise that there was a possibility to “push” the transaction through but would take 1-2 hours which is still far to long of a time for my customers to wait but at least she was doing her best. Consequently, I had to tell my customers who also had 2 young kids that it could another 1-2 hours. As a business owner I will never allow my customers to leave my store unhappy so provided them with a Gift Card for a local restaurant while they wait. So all told, the lack of transparency and disclosure by Pivotal has cost me 2 hours of my time, a Gift Card to smooth the situation over and increased wait time for my other customers as I dealt with this. On top of which an agent for their company feels its ok to laugh at me when I needed company support the most. Again, I beg you to WARN ANYONE YOU KNOW TO STAY AWAY FROM THESE CROOKS!!

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

    Lori Wheeles

    I wish that I had read reviews prior to signing up with Pivotal Payments. They are everything bad that all of the reviews said about them. I’ll try to keep this short.

    I am a small 1 person business and process hardly any credit cards. I am mostly a cash business, but my sales rep told me that the only fees that I had to pay were a $5 monthly fee and 1.59% and .19 per transaction. She neglected to tell me that if the charge was made with a corporate or incentive card (which most were) that there was a 2.99% fee. I even forwarded “the loyalty department” my thread of emails where my rep stated that those are the only fees I was going to be charged.

    I asked from the beginning if I could have a credit card swiper for my phone similar to Paypal or Square, since I mostly use it for tips. She said that they don’t have such a thing. She even stated it on the email thread, which is a lie. They had it all along.

    There was also no mention of a 3 year lease and an expensive early termination fee. All in all, in 5 months I processed 5 credit card charges totaling $719 and incurred $490.79.

    When they send you the contract to sign, there are several pages and hidden pieces of information that even my attorney couldn’t find. They stand by their grounds, are unwilling to back down, even though they mislead you and give you a few days stating that they are looking into it.

    Anyway, I’ve pretty much had it with Pivotal and have never been mislead or charged ridiculous fees as I have with them. Since it’s in the contract (hidden), there’s nothing that you can do about it.

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

    Douglas Shay

    I wish I had found these reviews before I found Pivotal Payments! I kick myself for that, because I now see reviews from 6 and seven years ago (now 2016)and I would not have signed with them if I had done my research. Shame on me for being a trusting individual, and naive about the fact that in this age there are still companies blatantly taking advantage of consumers to such an extreme as Pivotal and no one to stop them..only reviews from their victims, hoping to save someone from making the same mistake. I never write customer reviews, but this is something I felt I HAD to do!
    They advertised $9.99 for a monthly fee but helped themselves to $75 a month from my checking account and when confronted about it they gave me an unrealistic list of hoops to jump through in order to get the fee down to the advertised price! What!! Why wasn’t that disclosed to me when I was signing? During the signing process, the representatives, and I spoke with several, all spoke fluent English, but later calls made to confront them about hidden charges were all represented by foreign telemarketers that were very hard to understand. Tactic?? I can’t say for sure but it didn’t make my problems any easier. Every month was the same, overcharge, overcharge, overcharge. My company was an infant with barely a dime. I needed to know what my rate was so I could cover the charges. The constant overcharging caused numerous overdrafts in my account costing me even more money. Finally I had enough,. I cancelled the account and shipped the card reader back the next day. I thought that was the end of it until 5 months later when they charged my checking account $600!! The representative told me the charge was for not returning the reader in time, and a side note that said no refund. Lol what? They couldn’t even give me a date that it should’ve been returned. this made no sense, I returned it the very next day. Their claims office was suppose to call me to discuss the matter the next day, they never called. Luckily I held onto the shipping receipt because that’s all the proof my bank needed to reverse the charges back to Pivotal. Ultimately I had to cancel my checking account at the bank as well just to be sure that they couldn’t hit me again.
    Don’t be fooled by their advertised rates. It’s a bait and switch, and not easy to get off the hook once you’re on. Companies like Pivotal should be forced to uphold their advertised price, otherwise that’s referred to as false advertising, but obviously no one is checking on them. I hope this helps someone before it’s too late.

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    Mike

    I don't usually write reviews but I had to write this one as I felt I had to warn other not to make the same mistake I did.Promotions: upon sign up I was promised special promotion, value of $1,000 in vouchers for gas and groceries. Pretty good incentive I thought. I filled out needed paperwork and send out right away. I never received any promotions. I followed up on it only to be told this promotion is not available any more but they can send me a tablet instead. Never happened either. I followed up with rep I was dealing with and he never even bothered to follow up back. I basically gave up on this - shame.Technical side of things during my 3 years with company: I have to admit I didn't have any problems during the length of the contract. I purchased wireless unit from them and after 3 years with them they actually send me an updated unit free of charge, something to my understanding is only done when you rent unit, not when purchase it. When things weren't working tech support was always there willing to help.Rates: their rates are high. Unfortunately when signing up this was my first time and even after looking into it I had no idea how rates worked. They were not upfront about rates and how they are structured and their change in fees. I still do not understand how they got every single time EMDR for visa or mc 3.20% don't matter if you key in or swipe. This is not acceptable. Fees fees and more fees: ridiculous amount of hidden fees, quarterly, monthly, minimum fees you name it these guys are pros at this. Cancelation: This is what really got to me. I had a contract for 3 years which I waited out before cancelling. After 3 years I finally decided I had enough and wanted to cancel. Well guess what, since I didn't give them written notice 30 days before my 3 year term was up they automatically extended their contract for another 2 years. Cancelation penalty within contract is $300. I looked really hard in my agreement to find this small print and I just couldn't. I requested a sign copy where I agreed to these terms so far they wouldn't get back to me. Conclusion: I'm taking my business somewhere else where they are transparent with fees, rates they charge, and no contract. As simple as that. I don't see how why pivotal just doesn't treat their customers fairly and customers wouldn't be leaving. I guess when you do your calculations you make more money they way they do it.

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    Sylvain Tardif

    In sept 2011 I signed a contract with Pivotal payments for .05 cents/debit transaction and and a 4 year lease for a POS terminal. In October of 2011, to my surprise, I receive a letter from First Data Global Leasing with all the details of the 4 year lease, payments of $34.97/ month , I call Pivotal, they inform me that FDGL handles leases for them and that's the way it is. The first lease payment I notice the amount of $40.58 withdrawn from my account, I call FDGL to inform them of the discrepancy, they inform me that they charge insurance on the terminal for the amount of $5.61/month, I was told at that point that I would have to fax them proof of insurance from my insurance company, my insurance broker did fax them the "proof of insurance" the amounts were never changed and I continued to pay the $40.58 for the reminder of the lease.Ok back to Pivital and there gloryus ToS (Terms of Service)After a few months I notice the fees in the contract didn't match the actual fees getting withdrawn from my account. I call Pivotal, they inform me that the fees were correct and that I probably hadn't read the finely printed 32 pages of the ToS that I was supposed to go online to read before I signed the contract. If I would have done that I would have known about the extra .03 cents/transaction stated in the ToS , so nice of them to point that out to me after the fact. In year 2 of the contract I notice a change in the % rate for MC/Visa transactions, I call them up to ask what's going on, they agreed to lower the rates but not to the actual rates on the contract, go figure.In year 3, I get a call from pivotal telling me they are going to send me a new terminal, I tell them not to bother I will not be renewing my lease and that I will ship out the old terminal as soon as the lease is up. They tell me that the terminal that I have needs to be replaced. yada yada and it won't affect my lease, I agree and receive a brand new terminal a few days later.July of 2015, a month and change before the end of lease, I inform FDGL that I sent the terminal to the address stated on the lease agreement , I get a letter from them informing me that because I sent them the terminal "early" they were penalising me the amount of $69.95, so nice of them.In july of 2015 I also sent a e-mail to Pivotal payments telling them that there services were no longer needed . I get no reply from Pivotal but they continued to withdraw money from my account, $68.8 sept 1st, $32.39 oct 1st, $38.20 nov. 1st and $84.49 dec 1st. Dec 4th, I send another e-mail to pivotal informing them there services were no longer needed.The 30th of dec 2015 I get a phone call from pivotal inquiring about my déc 4th e-mail, after I reiterate my e-mails he transfers me to Jason in the fidelity department, Jason tels me that they will cancel my contract BUT I will be accessed a penalty because the "ToS" stated that the contract was for 3 years and because I didn't cancel in 2014 they auto-renewed my contract for another 2 years, I figured out the contract was ending when they sent me a new terminal in 2014.So turns out with 1 signature I had 2 contracts, a 48 month lease with FDGL and a 36/60 month contract with Pivotal.I ended up not having to pay the penalty to Pivotal, because, I asked them to fax me a copy of the signed contract, they ended up faxing me the contract AND the "ToS", someone was so kind as to point out "section 4.01 for contract terms", the contract was signed on the Sept 27th 2011 and the "ToS" they faxed me was dated Dec 1st 2011. I pointed out the discrepancy in the dates, Jason, the Pivotal employee I was speaking to said: "he will take it up with there legal team and get back to me". A few hours pass and he calls back to inform me that the contract is cancelled and I will not owe any penalty.

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    Bob D

    RIPOFF ALERT!! DO NOT USE this company ,we tryed to cancel an account, took us 4 months they would debit our checking account under different names to run charges through our account and above any charge that could possibly been due.
    Stay away!!

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    Brandon

    Hello Bob,

    I’m sorry to hear about your negative experience. Would you kindly provide your business name so that someone can reach out to you.

    Thanks in advance,

    Brandon

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    Julie Patrick

    Please let us know what names they used so I can alert our bank.

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    Peter Grant

    Pivotal Payments sent my a letter on Sept. 11, 2015 informing me of an issue with the terminal THEY sent me. There was a procedure to follow to reprogram the terminal, which I did on Sept. 28, 2015. Last Monday, Oct. 26, 2015 at 11:50AM my terminal would no longer work. If Pivotal knew about this issue more than 60 days before, why did they not act sooner and get terminals to affected merchants? This just SCREAMS negligence! Can't contracts be cancelled due to negligence?DO NOT SIGN WITH THIS COMPANY!!!!......and I haven't even touched the extra fees they charge that the sales rep neglected (there's that word again!) to mention.

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    Brandon

    Mr. Grant,

    Sorry to hear you didn’t have the stellar experience we like to provide our clients with. Sadly, this technical problem with Hypercom terminals is affecting a large number of merchants. It is not limited to Pivotal Payments-it affects all payment processors. We notified our merchants of this impending problem 30 days prior to the deadline, and promptly shipped a new terminal to you, which was refused upon delivery (Purolator, tracking #604149673617). Are you aware of this? If not, please contact our customer care team (wecare@merchant-support.com), and we’ll be happy to assist you.

    Thank for your patience and understanding in this matter.

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    Jeff Henderson

    I am highly disgusted with Pivitol! The sales rep, Chad, promised me numerous times in early 2015 there was no early termination fee should I become unhappy with this company. After using their service for a few months and becoming fed up with their higher charges than the previous processor I used I changed to Payline. Pivitol tells me there is a $350 early termination fee (NO WHERE WRITTEN ON THE SERVICE AGREEMENT I SIGNED). When I reply there is no termination fee on the agreement they reply it is in their provider agreement on their web site!!They debited my bank account today and I am contesting the charge. I found Payline on this web site and wish I had checked out Pivitol long before even talking with them. Bunch of liars.

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    Pivotal Payments

    Mr. Henderson,

    We’re sorry to hear this and apologize for any inconveniences this experience may have caused you. However, the application form you’ve filled makes reference to the online Terms of Service that outline these termination fees.

    Once again, we apologize for the misunderstanding. Please contact us through WeCare (wecare@merchant-support.com) so we can address your concerns.

    Sincerely,

    Pivotal Payments

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    Jeff Henderson

    Dear Pivitol, You state the form I signed references your online agreement to charge me an early cancellation fee. Regretfully I did not look at your form because I believed your sales person stating there was no early cancellation fee. Your sales person named Chadwick LIED to me stating there was not an early cancellation fee. If I had known this I would not have done business with your asinine company. All of you who work for Pivitol should take an honest look at yourself in the mirror and ask if you like abusing honest business people. Can you live with yourself after lie? Go get an honest job helping people instead of yourself.

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    Minx

    Cost me more than 3000$ to cancel after 2 days! CHANGE YOUR BANK ACCOUNT, that is the only option for you! And a debt collector just call told me that I owe some money. Call pivotal, first data, they were confuse n just said the file is already transfer to them and not in their system anymore. When I closed it I already asked how much I owe n don't bother me anymore. The salesman was from axxess payment! Didn't give the copy when my partner signed it n he left some part empty (his trick to charge you more)

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    Pat M.

    Wow – I wish I had come here before I signed up for this service with a (former) trusted friend. Right off the bat the charges were much higher than I was told. There was a minimum charge of $30, but I was charged over $60. My account rep said the charges, would be reversed, but the next month the same thing. Even after I wrote them a letter, they kept withdrawing money from my account. I ended up having to terminate my bank account, not until then did PP acknowledge that they had received my letter months earlier.

    I called their customer service a few days after opening the account to question their charges (4.6% instead of 1.5%). “Someone was going to call me back the next day, because the people in customer service couldn’t speak English. That was ten months ago. Pivotal should change their name to liars and crooks!

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    Cliff

    This company closed my account after processing $20,000 (after 3 months). We had only one charge back of $800 that it turned out to be a client who did not recognize our displayed name. After wasting 3 weeks in which we proved that it was legitimate and during which we couldn't process anymore new payments, PIVOTAL closes our account and holds $1000 for 6 months. This is after 3 weeks of us calling and trying to reach out to them!This company has an extremly poor customer service who can't even understand basic English...and does not cooperate with their clients at all! There is absolutely no way to get your problem solved or escalated...honestly I'm very surprised that Canada allows such a Company to operate here! Maybe Quebec has special rules (since they are located in Montreal).Stay away from this company if you don't want to lose business and be stuck without the positivity to use your Terminal just because someone there decides to without trying to reach out to you to make sure he/she understands what exactly happened before closing the account...it is outrageous!! And the $1000 was first taken from the bank account then reversed and they hold a payment we processed through their system!!! Payment that never showed in our bank account!!!They do this so you don't go to the bank to charge it back!!!!

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    Brad

    Cliff,

    We apologise again for the inconvenience, but as per your previous correspondences with us, you had a Point of Sale Account terminated due to chargebacks and other irregularities. For those same reasons, the other accounts that were going through underwriting will, unfortunately, not be approved.

    Thank you for your understanding in this matter.

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    Cliff

    There are no irregularities!!! If they were you would be able to name them...As previously repeatedly stated EVERYTHING has been provided and proved...but you have left us with not even a word, during 3 weeks without being able to process payments! Our business suffered tremendously because of your extremely poor service and misinformation! If they were any "irregularities" you shouldn't have sent us your stupid TERMINALS! We will by all means try to get this to Consumer Protection as it is outrageous to treat clients like this!!!!

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    Brad

    Cliff,

    We apologize again for any inconvenience, but we are within our rights to review transactions, require a reserve, or to terminate an account if the risk is too high, etc.
    We’ll look into our processes to ensure we communicate with merchants in a timely manner, and if any improvement is needed we’ll be sure to take that initiative.

    Thank you for your understanding in this matter.

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    Janique

    This company is horrible. If I could give no stars I would. They will find a way to take your money by screwing you over. They have the worst customer service and will never own up to their mistake. We did all our business by email so that they would leave a paper trail of mistakes and they still will not pay us back for their errors. Make sure to NEVER do business with them by phone, their word counts for nothing. This company has so many hidden fees and when you ask them what certain fees are they have no answer. When you try to cancel they just keep charging you and giving you fake company information and contact numbers so that you constantly get the run around. We canceled our account over 3 months ago. Paid the closing fee and our still getting charged for things and they always have a new reason why. Do not use this company.

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    John

    I just want to express how much regret I am having for choosing Pivotal Payments. We have had numerous transactions since we opened in April and our busy season starts next week. To date not one of our transactions have hit our bank account and Pivotal is telling me that they are holding them because they do not believe we are a business and yet I have an On-Site Certification Document stating our business name and address from CRM Global Inc.

    I really wish I would have gone with Moneris because my time is far more valuable than the apparent savings I got through Pivotal. I referred Pivotal to my father for his Golf Course and several business associates of mine but will be sure to tell them to not do business with Pivotal as the horrible customer service and support is time consuming, frustrating and stressful.

    To date I have sent 5 emails and spoken with 4 agents from Pivotal and no one has had the decency to contact me while they hold our funds in hostage.

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    Amad Ebrahimi

    Thank you for the comment John,

    If you’re looking for a new processor, we recently launched a tool to help our readers find the right merchant account for their business. Please give it a try and let us know what you think.

    Take care,
    Amad

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    Emiko Iow

    Worst customer service ever. Nobody has a clue what is going on in customer service. I have even sent in multiple emails prior to even calling in for support. A simple program was all that was needed. I have had multiple issues in the past, so I wanted to be sure that this time we were ready to go before I called. I have been on the phone holding with upper level support for over an hour and still have not had any solutions. Meanwhile, I have been unable to use my terminal or assist customers. They are even refusing to call me back so that they can figure things out on their end, so I have no choice but to continue holding while they continue to waste my time!

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    Amad Ebrahimi

    Thank you for the comment Emiko,

    If you’re looking for a new processor, we recently launched a tool to help our readers find the right merchant account for their business. Please give it a try and let us know what you think.

    Take care,
    Amad

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    Xin Chen

    I went through the same issue. I wanted to cancel the service. Robert from Loyalty department said I need to payment $500 for early cancellation. I should have call in 6 month before 5 years term up. Now the contract has been auto renewal. I did not recall I have signed for 5 years contract, that is the main reason that I did not lease the terminal. I have yet to see the contract I signed 5 years ago. As far as I can see, I would not suggest anyone to Pivotal, I was told the fee is 1.5% for visa, 1.75% for master card, but after adding up all the fee, it the fee is over 3.5% Pivotal is a scam and dishonest business practice as far as I concern.

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    Xin Chen

    Robert from Royalty called today and explained the issue, my problem was solved. Thank you for listening.

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    Brad

    Our pleasure, and we apologize again for any inconveniences you may have experienced during the process.

    Thank you for your understanding and patience in this matter.

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    Beverly

    RE: Lease Payment Group (a part of the Pivotal group of companies) If you’ve read back through these comments you’ll see that I written in length about the bad history our company has with Pivotal Payments. (Pivotal took about $45,000 out of our account when I cancelled the contract, but keeping in touch with my bank paid off and we got it all back two days later) We finally extricated ourselves from their clutches by changing our bank account. It is the ONLY way we could stop their illegal withdrawals that went on for about 6-7 months after we cancelled. In February 2015 we paid the last of our 48 month lease payments and I put a stop all Lease Payment Group withdrawals into effect at my bank. Prior to doing so I took time to physically read all 48 bank statements to ensure we hadn’t miss any payments. Today (March 8, 2015) the calls started. First a vaguely worded automated call from “your credit card machine company” telling me to call “Miss Angel” at 888-692-7177. Ten minutes later a call came in French. Ten minutes after that a representative called and began discussing confidential financial information Dan, one of my customer service guys downstairs. He kept trying to tell her he needed to transfer her to me but she kept talking. He finally transferred the call to me. She never identified herself, but did tell me she was calling from “my credit card machine company Lease Finance Group”. I told her the lease was finished, she said “No, the lease is still active”. I told her “I have the lease in front of me, (which I did). The 48 month lease payments began in March four years ago and the final payment came out of our account in February 2015. I just physically pulled every single bank statement for the last 48 months to verify that no payments were missed and after I’d finished doing so, I put a stop payment at the bank for any further debits.” At this point she hung up on me without providing any further information at all. I guess we’ll see what happens because Pivotal has many different entities that they will use to go around stop payments. I have the names and I’ll be watching for them. When I was pretty sure I knew the lease was up I did some research on-line about Lease Finance Group. The US Attorney General went after this lease company due to hundreds of complaints where the company had continued taking lease payments sometime up to 6 years after the lease had expired. They are bad folks. Do your on-line research and believe what you read. I wish I’d known better when I was talked into signing by their very smooth talking sales guy.

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    Pivotal Payments

    Hello Beverly,

    We’re sorry to hear about your difficulties with Lease Payment Group. Unfortunately, we do not have a relationship with them nor are we the same entity. Your best course of action is to work with Lease Payment Group directly to resolve the issue.

    We hope the situation is resolved quickly.

    Regards,

    Joyce

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    Susan Macdonell

    I informed them that my business had been sold & the new owners were to use another processor. They refused to close my account & keep withdrawing a fee every month till I could get the account closed. Then they ran it through my personal account till I got the bank to quit honoring it. They had been very nice when I called them so I was comfortable it was done with & I sent them the info they required for the closing but it didn’t mean much. They still want over a $1000.00 out of me.

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    Pivotal Payments

    Hello Juan,

    Cardience was a sales partner with whom we are no longer affiliated. They sold merchant accounts on our behalf, meaning the contract was ultimately with Pivotal Payments as the service provider.

    We are open to working towards an amicable resolution so please contact us at your convenience at wecare@pivotalpayments.com

    Thanks.

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    Juan Porras

    I, too, was completely taken in by Pivotal, which also goes by Cardience. The company is a complete scam, with sales agents that lie and tell you what you want to hear in order to get you to sign the contract. I was told I would save money, that I could cancel the service anytime I wanted if I was unhappy, with no penalty fees. The sales agent then went over the terms and told me to sign. Trusting her word, I signed, without knowing that there is a whole other contract on their website which completely negates all of what the sales agent promised. When I ended up paying hundreds of dollars in bogus fees, I decided to cancel service. Pivotal/ Cardience’s “loyalty specialist” then told me that I was going got o be charged a $300 cancellation fee. When I told them that their sales agent promised me no cancellation fee, they said that my claim was not verifiable. The company went on to separate itself from their sales agents by claiming that the sales agents are from a third party company and there is no way to verify what they said. I’ve been charged multiple bogus fees, such as the Merchant Insights Essentials fee, which was $20 a month and which they refused to return, the security fee which was $130, and the PCI monthly fees (there are many more fees, these area just off the top of my head). When I complained about these fees, they told me that most came from the credit card association and that there was no way to get rid of them. When I called to cancel the service, their “loyalty specialist” claimed that we should have called earlier so that they could give us some papers to sign to get rid of the PCI monthly fee. This just goes to show cardience’s dishonorable actions, actively misleading customers in order to make more money off of them. Additionally, the only reason I signed the contract with cardience was because the sales agent promised I could leave with no penalties. Now that I cancelled service with Cardience, they removed $400 from my bank account, calling it a cancellation fee while we were still in dispute through the Better Business Bureau. I had barred them from my bank account, but they accessed it by using the name Pivotal instead of Cardience. This company provides terrible service and any business should stay far, far away from it.

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    Juan

    A horrible, horrible company that will have representatives say and promise anything in order to get you to sign a contract and then claim that nothing promised is valid. By the way, Pivotal also goes by the name Cardience, which is how they got me. When I realized Cardience was just another name for Pivotal, and Pivotal had hundreds of complaints at the Better Business Bureau, it was already too late. I made the terrible mistake of signing a contract with this company after their sales representative promised me that I would save more money, that there would be no cancellation fee and that I was free to leave whenever I wanted if I was unhappy with the service. I made the mistake of trusting this person and this company and signed. I live to regret it. First, they started with the fees. There was the PCI monthly fee, the security fee, and the merchant insights essentials fee, which add up to hundreds of dollars. When I called to ask about these fees, they said that all of them were mandatory from the credit card association, except the merchant insights essentials fee. That, they agreed to take out, but would not refund me my money. A few months later, after losing another $200 to their security/compliance fee, I decided to cancel. When I called, their "loyalty specialist" said that I should have called earlier so that they could give me a paper to sign to get rid of the PCI monthly fee. So, you can see that this company is intentionally deceiving their customers. When I told them that I still wanted to cancel, they said I had to pay a $300 fee because I was bound by a 3 year contract. Nowhere in my contract does it explicitly state that. Instead, they get you by writing on the bottom of the second page that there are online terms on their website that you agree with. The sales rep just tells you that it's everything you already talked about, just redundancy on the company's part and to go ahead and sign. You have no idea how much I regret signing. When I talked to the loyalty specialist about the sales rep's promises, she just stated that they have no way of verifying what I'm saying because their sales reps are part of a third party company. So, basically, Pivotal takes no responsibility for anything their sales rep's promise. Pivotal doesn't care if they promise you the world, so long as they get you to sign a contract. After a lot of back and forth, I went to the Better Business Bureau to file a complaint, and while we were still in dispute, they took out $395 out of my bank account, $95 more than they had originally stated was their cancellation fee. Pivotal is a dreadful company that shouldn't be trusted and all merchants should stay away from.

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    Jimmy White

    My application for Virtual payment waited almost a month and still not setup. However, I found out the took money from my bank, after we asked me to send them a VOID cheque. They keep saying they will refund back to our bank account. But they did not refund, but keep taking money. Sales Rep. are over promised. We will never do any business and receive calls from Pivotal Payments ( Canada ) .

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    Pivotal Payments

    Hi Jimmy White,

    Please contact us at wecare@pivotalpayments.com as soon as possible as we would like to investigate the issues you have mentioned and find a quick and amicable resolution. We appreciate your feedback and value your business, always.

    Thank You.

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    George Majors

    I agree with many of the comments posted on this forum. They are a horrible company to work with. I waited on the phone for over 25 minutes in just trying to cancel the service. There automatic renewal service for 3 years is a joke and they charged me a $395.00 charge to terminate. They also charge me a monthly charge and a yearly charge of around $200.00 to be PCI compliant even though I have been told by others that I didn't need to be PCI compliant since we only have a terminal at our business. Then when they ran the PCI compliance tests they flooded our system with so much data junk that it shut down the system for several hours on two occasions and lost us quite a bit of money in sales.

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    Pivotal Payments

    Hello George,

    We have made every effort to get in touch with you in order to better understand the issues you have mentioned and find a quick resolution, but to no avail.

    Please contact us at your earliest convenience at wecare@pivotalpayments.com

    Thanks,
    Pam.

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    Karen

    Curious on what Pivitol would do if you just stop using their services. Is there a charge at all?

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    Tom DeSimone

    Hi Karen,

    If you stop using the services without formally terminating your account, you will continue to be billed for all scheduled fees such as statement fees, monthly minimum fees, annual fees, PCI fees, and so on. They may also charge an inactivity or dormancy fee if your account goes for a long time without use.

    -Tom

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

    beverly

    We did everything by the book….same signup promises of no contract, no fees, no this, no that…..their response was to debit about $45,000 from our account a few days later. A close relationship with our bank was our saving grace – they refused the transaction “No Arrangements Made” which if Pivotal takes unauthorized debits from your account, your bank will do for you as well. We finally changed our bank account because 6-7 months after we’d “settled” with them for a completely unreasonable amount of money, they continued taking money for monthly charges. The easiest and safest way is to change your bank account number because they will not stop until you do. That was our experience anyway. We finished our machine lease with Lease Payment Group last month and I put a stop pmt at the bank. The harassing phone calls started this morning….3 in the space of an hour. Be forewarned. Please be careful and look at your bank account first thing every single day. It’s the only way to send back unauthorized debits they will surely attempt.

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

    Bob

    The worst company I’ve ever dealt with.
    If you deal with this company after having
    read the comments and reviews then you
    deserve what you end up getting!

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

    Pivotal Payments

    Hi Bob, If there is an issue you would like investigated and resolved please email us at wecare@pivotalpayments.com

    Thanks.

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

    John Patterson

    Dealing with this company was a night mare. They have hidden fees and sales reps that flat out lie to your face. Please avoid this company! There customer service could even explain why I had been charged over and above what my contract stated. Total Scam!

    1

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

    Pivotal Payments

    Hi John Patterson, we are sorry to hear of the negative experience you have described and would like to make things right. Please contact us at wecare@pivotalpayments.com as we would like to get more information regarding your comments and rectify any erroneous charges you may have incurred.

    We hope to hear form you soon.

    Thanks.

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

    Pivotal client

    This company is a disgrace. They over charge, work with slimy 3rd party sales agents and their customer service is appalling. Look elsewhere and save yourself a lot of headaches.

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

    Pivotal Payments

    Dear Pivotal Client, please provide us with more information into your specific issue and we will be happy to investigate and find an amicable resolution. You can reach us at wecare@pivotalpayments.com

    Unfortunately with an anonymous post, there is not much we can do.

    Thanks,
    Pam.

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

    L hale

    I work for a non-profit and we were looking for a low cost POS provider. We made a point of NOT signing anything with Pivotal, it was kind of “let’s see how it works” scenario. After 6 months we did not see value and in fact found it much more of a hassle to reconcile our bank rec, because of the random way they credit our acct. I called to cancel and was told we were signed into a contract. I said no, we didn’t sign anything. He said we have a “docusigned” contract and sent to me by fax. The manager’s signature was not hers, but had an encryption number (Docusign.com is legitimate, but I don’t think they were even aware that Pivotal is misrepresenting them) Anyway, the guy at Pivotal was so arrogant, I said what they had was not legal, he said go sue us!! Wish I had the time and money to do so!! We went back to our previous provider and Pivotal debited $10000 from our acct for breach of contract. Luckily, our bank sent it back, they tried again and our bank returned it again. At that point, not having much choice we stuck with them. However this past April I contacted them about with a complaint and while speaking with rep told her there was a change of manager, she said the “owner” should update the contract. I said there is no owner, we are non-profit and are governed by a board. Oh then all new documentation needed, I said absolutely not, and now maybe you can let us go! And they did. However we were paying an Elavon fee for some POS back up system and that was not cancelled, as well, First Data locked us into a 5 year equipment rental which we cannot extricate ourselves from. HOW THE HECK DOES PIVOTAL STAY IN BUSINESS??? I hope the FCAC is investigating them, they are the worst of the worst. I feel so sorry for small businesses who have gotten sucked into using them. They are criminal.

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

    Rick

    The first year with pivotal I was outraged at the hidden fees and high rates that were constantly charged to my account, however, after researching other companies most have similar rates and fees. I called their customer dissatisfaction line and was pleasantly surprised that they did lower my rates on MC and Visa almost by half, of course this was after I threatened to cancel my contract advising them that another company would pay my penalty for me. I bought my machine outright (approx. $2K, not cheap) and cancelled the monthly maintenance fee of $10 (basically provided paper which I can get much cheaper). On a good note I have had excellent customer service when I call the help line, with little or no waiting and satisfactory results. This being my first company I don't really have anything to compare them to, but overall I am quite satisfied with Pivotal Payments.

    4

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

    Roger LeBlanc

    3 years ago i received a phone call from pivotel payments salesAt the time i was concerned with the high cost with my merchant account with moneris so i was happy to hear from the sales agent from pivotal that 100% she could lower my cost.She offered me .05 cents per transaction for debit,which is 90% of my tranactions.Turned out to be .08 cents.NO BIG DEAL But she did not tell me my 3 year contract with pivotal came with a 4 year lease on the machine. WHy would anyone agree to that!!! Stupid me signed contract with out reading pivotals TOS Terms Of Service because i would not have signed to such a stupid thing 3 years pivotal but 4 years with leasing company.O yes the charge for the processing terminal I was told would be a rent to own and that at the end of my contract for $1.00 I would own the machine. FALSEI decide that it was my stupidity so I will get through the 3 years.About 2 years in my machine starts acting weird,shuting off for no reason,seconds later comes back on got progressively worse so i call support they say I need newpower supply.Pivotal sends me new power supply at a cost of $59.00 plus freight.I plug in new power supply machine smokes and crashes so i call support 9 days after playing e-mail tag with pivotal and the leasing company, neither one wanted to cover the cost of new machine, I receive new machine.pivotal charges me $548.50 for this........ A RENTED MACHINE.SO NOW THE KICKER ....the 3 years are up on my contract I e-mail pivotal on OCT.01/2014 to close account.I started processing with pivotal OCT 31/2011 so I think I am giving them 30 days notice BUT pivotal says my contract started the day they accepted me as a client OCT.21/2011 SO i AM LATE and they will charge me an early termination fee. And I will have to pay the leasing company for another year. DO NOT SIGN ANY CONTRACT WITH PIVOTAL

    1

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

    Joshua Palaisy

    Pivotal Payments commits fraud on a daily basis. We referred one of our clients to them and since they have been billing us all of the fees associated with their account and depositing our hard earned money into the other companies account.This service is a SCAM and should be held accountable for their actions. When we called to resolve the issue they refuse to deal with it they say their classic line "We will escalate this matter to our special ops department." They are an American company who has come into Canada to rip off and FRAUD good Canadian businesses.BEWARE DO NOT USE THIS SERVICE UNLESS YOU WANT TO BE SCAMMED AND RIPPED OFF.

    1

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

    Pivotal Payments

    Hello Joshua,

    I hope your concerns we’re addressed in full and any misunderstandings cleared up. We appreciate your feedback and value your business, always.

    Thanks.

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

    Bert Curtis

    I too think that pivotal is one of the worst companies to deal with. I suffered through my 48 month contract, paid them 48 payments, gave them 6 months notice that I didn't wish to renew. Returned their machine (to New York) as per the instructions I recieved via phone call to them. I put a stop to further payments coming out my account. We should be done but no I still recieve phone calls and bills for more money. They claim my account is still active because I did not send in the last months lease payment with the machine. It has been 4 months now since my lease was up and they have had the machine since Feb but keep sending me a fresh bill every month. Anyone who reads these blogs and still signs with pivotal probably deserves what they will certainly get. Poor service and being tied into very one sided contracts

    1

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

    Vanessa

    Deceptive and unethical business! After meeting with an aggressive sales rep in march of 2013, he assured my husband we’d only be paying a monthly fee of 64.95$ plus a 1.39% fee upon usage. He perused over the general (obvious) terms and then told him to sign and initial everywhere. Little did my husband know that he was agreeing to terms and conditions that weren’t even explain about the application. We are a small family own business, and after signing had recently discovered a cancer diagnosis, so we hadn’t paid much attention to all the fees occurring while our business is active only in the summer, forward a few months, we decide that we wanted to cancel the account due to us being a very small family own business and their monthly mobile fee being close to $200 a month, when we weren’t even using the machine, but we were then told that there would be a $600 cancellation fee because apparently, we signed a 5 yr agreement, of which we were not aware. We held off on the cancellation without continuing to process since I had no time to deal with their issues, since at the time was dealing with chemotherapy, and then we received a call telling us our account was being closed due to inactivity and that we were going to be charged a $300 fee and that we were going to be contacted by the terminal company to find out where to return it. Few months later, we were still being charge all kinds of fees, some they couldn’t even explain upon requesting about them. When asked about the terminal, they then proceeded to say that we had to contact the company to cancel our contract, little did we know he had sign a 60 months non-canceable contract, and cancelling would result in us paying over $3000 of penalty, non including the $2000 of fees payed throughout the year! When we’ve only use the terminal once!!!
    This is by far one of the worst companies we have ever dealt with, and definitely the worst in credit card merchants. STAY AWAY

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

    Pivotal Payments

    Hi Vanessa, we are sorry to hear of your circumstances and would like to investigate the issues you have mentioned in your comment. Please send us a message with your merchant ID or contact information to wecare@pivotalpayments.com and we will respond as soon as possible. Thank you for your feedback and have a good day.

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

    Amanda Shantz

    This is the most unorganized screwed up company I've ever seen in my life, nothing but problems and issues since we started. Firstly this representative that was at our house misinformed us on how this all works and we had no idea we had a "limit" we own a roofing company and apparently we have a $700 transaction limit.. A roof to be done is going to cost you a minimum of a couple thousand dollars. We aren't selling candy we are running a business. Now Everytime I receive a payment I have MY MONEY put on hold until I fax invoices receipts and customer information. And still am trying to get my money back to this day. Even after receiving a email saying they were sorry I'll have my money and an additional 25$ credit.. still waiting. You call their customer service it's like talking to a wall these people don't even know what their own job is. Then they make a big deal because I need to have a limit increase if I'm to continue using in their shitty machine. I'm having my whole thing canceled as soon as I receive my money I'm so done with this fraud of a company. And if I don't get our payments lawyers will be involved.

    1

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

    Bill Nash

    Don’t be a VICTIM of Pivotal Payments
    ….Smooth talking sales reps
    …..Long contracts
    …..Hidden fee’s
    …..lock you in for years(even rentals)
    …..They make up “special promotions” that are ending in a few days, so you need to get that contract in ASAP.

    …..Or they will talk to their manager about a “special promotion” that just ended but they will try to get it for you, so try to get that contract in ASAP.

    …They say this is about a relationships and they grow their business from referrals….not true, good luck talking to the sales rep after you sign on the dotted line…

    Don’t look like a fool in front of your family, friends and business associates, who will all tell you not to go with Pivotal….

    For anyone still foolish enough to consider Pivotal Payments, please contact me, i have magic beans to sell you!!!!

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

    Karen Watts

    Horrible company, tell you that you are not in a contract, which is written in to a 3 year contract, as an addendum with the 3 last pages that they do not provide to you, take money from your account, makes up fees, stating that every credit card processing company does, that are SCAM ARTISTS, BUYER BEWARE, DO NOT DO BUSINESS WITH THIS COMPANY.

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

    Yoon Lee

    I’m a small business owner/associate in Canada and I’ve been trapped by Pivotal Payments since early 2000. The most recent episode of yet again a bad customer service experience began as described below:

    Back in 2013, I started the process of inquiring Pivotal Payments regarding a terminal upgrade to allow the chip function of our credit cards/debit cards. When I inquired to see if the terminal can be provided free of charge as an incentive to stay on with Pivotal Payments, the rep said that was NOT possible. So, we ended up paying over $1000 dollars to buy the terminal and signed a 3 year contract upon sale.
    Fast forward several months, I found out that my uncle, also a small business owner, customer of Pivotal received the terminal for FREE!!! the same machine, same contract! A few other small business owners also received the terminals for FREE!!!
    So, I called Pivotal to see what they can do about this unequal service, the answer was: There’s nothing they can do for me (after many hours of being on the phone, being transferred and etc).
    For those who are seeing this from Canada and also had a bad experience with Pivotal, how did you go about getting justice??!!

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

    Pivotal Payments

    Hello Yoon Lee,

    Please send us a message with your merchant ID or contact information to wecare@pivotalpayments.com and we will be happy to investigate this further. We appreciate your feedback and value your business, always!

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

    Paul Morris

    we were first contacted by some merchant service brokers claiming to seek out the best rates. then Axxess Payments calls and does a contract over the internet / e mail via phone call….they do not mention Pivitol Payments, do not disclose all of the hidden fee’s , and certainly do not disclose a 5 year NON-Cancellable Contract, or a separate company Contract for a Termianl Rental, also 5year Non- Cancellable Contract. This way of conducting business is nothing more than a multi-layered Scam , that the merchant is only to discover after the fact. Clicking on an ON-Line Signature is not your signature and is not binding…I have spoken to numerous business owners who were pestered with multiple phone calls trying to get you to switch providers. The CFIB is very aware of this, the Canadian government needs to do more, the Code of Conduct changed Nov 12 2013. but more needs to be done. Do your home work ! Be aware of your rights !…

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

    Wilma

    I was a customer of Pivotal for 3 years, the customer service was non existent, every time I called and asked to speak to someone in authority I was put on hold and then hung up on, there rates were great for the first month and then they jacked them up. Their download site was always hard to access and when you needed help it took a long time to get it resolved. Please if your thinking of going with Pivotal think again and run as fast as you can to Global or Monneris. I would not even recommend them to my enemies.

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

    Rui

    Deceptive and unethical business! The sales rep had me sign an agreement that appeared pretty innocuous. He perused over the general (obvious) terms and then told me to sign. Little did I know that I was agreeing to terms and conditions that weren't even listed on the application, and instead, were on the WEBSITE. The sales rep never presented me a laptop to review the online terms. Fast forward a few months, I decide that I want to cancel the account due to their device being rather unresponsive and their monthly mobile fee negating the money I save on the low percentage, but I was then told that there would be a $600 cancellation fee because apparently, I signed a 5 yr agreement, of which I was not aware. I held off on the cancellation without continuing to process using their device since I had no time to deal with their issues, and then completely out of the blue, my account was terminated on Dec 30 and $300 was deducted as a penalty from my business account. When I called to inquire, they stated that because my account had been inactive, there was a breach in the contract and the account was closed, but my cancellation fee was reduced by half. I told them to reopen my account and refund me the penalty fee, and they said they could only do that if I agreed to another 3 year term. I opted against it. This is by far one of the worst companies I have ever dealt with, and definitely the worst in credit card merchants. STAY AWAY!

    1

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

    Rui

    UPDATE:

    I was contacted by [Name Removed] from their “Special Operations Dept” who read this review and managed to get me a refund of my $300. I told her that I would update my review once I see the money come through. They have indeed refunded me my money, but a few days ago, I received a call from a Pivotal agent stating that they needed to “activate” something in my account. I have no idea why they are still contacting me or trying to activate anything since I am no longer a merchant client and refuse to deal with them anymore. If they yank money out of my business account again or if this representative calls again to “activate” something, then I will be giving [Name Removed] a call.

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

    joy

    hey did they tell you anything about (first data) as i called about cancelling my account with them and their agent told me there gonna be $600 cancellation fee and i was agree with that but then she told me i have to buy out the five years lease from first data for equipment 🙁
    now i dont know what to do.. its not even 3 months that i m with them..
    will be glad to hear from you

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

    Pivotal Payments

    Hello Joy, we are eager to understand your specific issue more thoroughly and find a resolution. Please email us at wecare@pivotalpayments.com with details of your experience and we will investigate and respond back to you directly. Thank-you

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

    ANIL

    One of the worst service providers I have ever dealt with. I can not wait to finish my agreement with them and get out of these crooks. I wish I had done a little more research before signing with these liars and cheats.

    1

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

    Peter Thompson

    You have said nothing about all the pivotal guys who tell people they will gt rates of 1.49% No such thing but constantly they offer this to the naïve merchant who wants the rate
    I don’t know how they get away with it I guess the people are too afraid to really read their statements
    They also do not follow the Canadian code of Conduct .
    They raise their rates without notice.
    One merchant I met with started out at 1.99 in 2011 and 2013 she is paying over 4%

    I am a broker in the industry.
    You star rating is about 2 stars too high.
    If you feel merchants deserve this kind of treatment you had better review your sense of ethics and right and wrong.
    I am a broker in the industry and if yuu wish full knowledge of the market .
    Call me .
    It is a lot more down and out than you fee;

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

    Tom DeSimone

    Hi Peter, I absolutely agree that Pivotal does not provide an acceptable level of service on a consistent basis. You should also note that we only recommend 4 to 5 star providers to our readers, so I absolutely do not recommend that anyone pursue processing services with Pivotal, as I mentioned in the review. I also agree that advertising below-cost rates is highly unethical, and I will cover the potential for rate hikes more thoroughly in my next update. But based on the contracts from Pivotal I read, they are contractually obligated to provide 90 days notice of rate increases and also allow merchants to cancel without penalty after a rate increase, at least for Canadian accounts, as per the Code of Conduct. You can read this in sections 7 and 15 of their Terms & Conditions. I’m not defending Pivotal as being a good provider, but I also have not seen evidence that they breach their own contract terms in this way.

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

    Pivotal Payments

    Pivotal Payments has adopted the Code of Conduct for the Credit and Debit Card Industry in Canada and abides by the policies outlined to ensure compliance. The Code is incorporated in our contracts, pricing policies and overall business practices. We have also implemented even more transparent pricing with all fees clearly summarized for the merchant.

    Pivotal Payments and our partners take a consultative approach to explaining all fees involved. Indeed our mission is to provide valued processing solutions which make a positive material impact to the businesses of our merchants and partners.

    We value our merchants and always address their concerns and would be happy to speak with the merchant you referenced to ensure they are getting the best possible rates. Even from within this forum we have addressed the concerns from those who do not post anonymously and give us the opportunity to fix any issues.

    We have 60,000 clients throughout North America and do our utmost to provide the highest levels of service to each and every one of them. If there is ever an issue, we will be happy to speak with the client directly by having them call our Client Care Centre or by email at wecare@pivotalpayments.com

    (Posted by Pam Mukiama on behalf of Pivotal Payments)

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

    ANIL

    Hi Pam,

    Good to see all these tall claims made by you.

    Look into my account and check the refunds you made this year after I found out that you kept on charging me higher rates than the contract for almost 6 months. When I caught you guys I was just told OOPS it was an over sight.

    You make us sign an agreement for 3 years but for terminal you make us sign up for 4 years least from FDG. What a joke?

    I just can not wait to get out of the contract with you guys.

    Still curse myself for not doing more research before I signed up the agreement with Pivotal.

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

    Ben

    When i was searching for a merchant, because i was selling through a mail order, most merchants refused me and said i was a high risk. i tried 3 merchants some refused me others the fees were ridiculous. When i found Pivotal Payments the Sales rep was excellent, she not only got me better deals and prices she went to bat for me without me asking. its quite annoying when your trying to get a deal from a service provider but they are holding back when they can offer a better deal - well with my sales rep she did that for me to get me the best deal without me asking. Everytime i have called in for support someone is always willing to help. bottom line i would recommend Pivotal Payments to any business, as a small business owner they took care of me, and matched their services to my needs. A+ guys

    5

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

    Pauline Gagnon

    NE TOUCHEZ PAS À “ÇA”!!!
    Ça ne devrait pas être toléré, par aucun gouvernement.
    Oui, il y a les termes du contrat, ils sont tellement flous que “ÇA” pense pouvoir charger n’importe quoi n’importe quand pour n’importe quelle raison
    sans jamais nous prévenir sans jamais pouvoir nous donner une bonne explication.
    ATTENTION au crédit-bail proposé.
    SURTOUT, refusez-le.
    En plus, les équipements sont des vieux modèles qu’ils achètent à rabais et revendent autant de fois que possible. Quand ils brisent, ils vous retournent un autre vieil équipement. Ils ne devraient pas facturer de frais, les bris ne sont pas causés par l’utilisation que l’on fait de l’appareil mais plutôt par l’usure normale. Ils facturent des frais quand même. C’est la pire des pires des pires expériences que j’ai vécue en affaires.
    NE TOUCHEZ PAS À “ÇA”!

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

    Kandy Presley

    You sign a contract, which pivotal payments excludes the last three pages of the addendum, you are charged if you do not have any deposits for the month, they make you go thru a compliance every year, which is a waste of time, you still end up calling in and the person that helps you, does not understand or speak English,
    Buyer beware, call the District attorneys office, or Better Business Bureau, before you sign on.

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

    Ernst Hoessly

    I have had my share of troubles with Pivotal Payments from changing services that were to be furnished to missing funds to impossible reconciliation of account to being lied to , overcharged, double charged for services ect. ect

    Lately I was contacted by their We Care department and promised a fix and refund but it never happened as promised.

    Their is no good faith or fair dealing with these crooks and it is time to gather up and start some class action to put a stop to Pivotals’s pitiful practices, I am ready call me Ernst 210-6636062,

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

    Julien Richard

    Pivotal Payment is the worst company I never dealt with. Very bad service. Very expensive early termination fees. Their rep never told me about that fee, and when I called to cancel, they were unable to explain the rational behind this termination fee (5-years contract) as they did not provide me any equipement (e-commerce only).

    1

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

    Kathie Black

    We’ve had the same trouble as Tim Higgins. We’re now on our 5th terminal and still get random power outages on it. Of course, PP claims that it is our power line that is causing the trouble, but over 7 years dealing with Moneris, we never once had the power fail. We’ve even brought in an electrician to test the outlets, and he can’t find anything wrong with it.
    Originally, we had a wireless PP terminal, but it kept turning itself off after 60 min – there is an option to change the amount of time until automatic turn off. I spoke with customer service about this issue 5+ times, but they were unable to determine why this kept happening. Once we changed to the plug-in terminal, the sales guy informed us that the option to change the automatic turn-off feature DOESN’T WORK on any of the terminals. BTW, each time I call PP, it’s an automatic 25 minute call.
    I tell everyone that I deal with that I would NEVER recommend this company. Our bookkeeper usually has to spend an entire day reconciling our books with their deposits. They aren’t exactly clear in their charges.
    My boss has signed a 5 year lease with them, so I’m stuck with this lemon for the next 4+ years.

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

    Sherry molema

    Have been forced to deal with them
    For 4 years. They renewed contract without me even knowing.
    They add days together so that my bookkeeper cannot figure
    Out what The heck they did. When I call I am put on hold 3 or 4
    Times ANd even then they can’t find the problem. I find they are always right and the customer is left holding the bag. Now I need a second terminal and have been wAiting for 2 weeks. I was told it wouldbe 3 days unbelievablethd girl who took the order us now away – do you think you would have put someone rlSe
    Else on this task??

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

    jack flisiak

    after 58 months of coping with this service, finally we are going to be free, as somebody mention read the contract, where is common decency, the look you to a contract sold by crooked salesman and after they threaten you with penalty. worst service in my 15 years of running the restaurant

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

    Patro

    Don't believe any positives about pivital payments. They don;t tell you the charges you will be getting until you receive the bill. Your quote will not be what you pay. It will be 5 times the rate. On average we are charge 10% on transactions when you consider all the add on fees. When you try to cancel you will find that they start out at $500 but it could be $1000 even if you are at the end of a contract. Once you sign with these people you are a slave to them. So save yourself and don't sign. Pick square registry where or paypal were it is a simple percentage approx. 2.75% no hidden or extra charges. And for the positive feedback beware of plants to sucker you in.

    1

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

    Acme Exterminating

    When they tell you no monthly fees, IT IS A LIE. Being in business over 30 years, there is one thing I cannot tolerate is being lied to. They sneak more fees on you than a weasel can steal eggs. We’re done with this company and recommend you not make the same mistake we did.:

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

    Christian Scott

    Pivotal Payments is a fraud. I had received 2 chargebacks from the same guy, that he mistakenly chargedback and resolved. They cancelled my account and charged a $650 termination fee. They are holding the the chargeback money ($550) for 180 days, until they know there are not anymore chargebacks. They are a scam. 2 chargebacks 3 months and crazy amount of hidden fees.

    1

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

    ana

    Hi, we have the same problem,do they ever returned the money?

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

    Gina

    This is the worst experience .Everything that is said for this company is true.Do not sign with them.They can cancel your account for 1 charge back and keep the funds for 180 days and to top of that they will charge you cancelation fees.Even if it's them who are canceling the account.DO NOT SIGN WITH THEM...

    1

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

    Rob Hawke

    Lies, deception and multiple overcharges and extra fees. NEVER SIGN UP WITH PIVOTAL PAYMENTS!! A great term to describe what they do to every client is called ‘LEGAL RACKETEERING”, because apparently our government hasn’t done a thing about this criminal organization. They try to look all professional on the internet and when they email you or via phone calls, then back stab you and nail you with extra charges and fees like you couldn’t even imagine. They give you the runaround like no other company I have ever dealt with. Passing you from one person or agent to the next, over and over again…stalling you out while the extra fees accumulate week after week, month after month! On top of that, while you are trying to cancel these extra charges, they add more on! Unbelievable!
    All people on here supporting this company likely work for this company. Ignore the good reviews and listen to the bad ones or you will be very sorry.
    Plus they will (unknowingly to you) sign you into unbreakable contracts with ANOTHER company as well and tell you you have to lease a machine. Of course they don’t tell you any of this because they know you would not sign up. They are exploiting the fact that most people don’t read agreements or contracts, especially since theirs is full of fine print. Then they get you to sign personal agreements as well, all the while making you think this is normal and how they will save you so much money!! Then if you try to cancel comes the threats of submitting all these supposed fees they want to collections and how it may ruin your credit rating! DO NOT SIGN WITH PIVOTAL PAYMENTS. Let’s put this company into the ground, 6 feet under!

    Hey government, are you there? This has been going on for years and what have you done for the hardworking, honest citizens that fill up your fat wallets and pension funds?

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

    Rhon Sims

    I am wondering if perhaps, your rep was not upfront with the costs. Since Pivotal has contracts and Canada has contract law, it is not legal to bill you “extra” charges.

    If you said you were with a company that did NOT have contracts, then it is possible for their fees to be “subject to change without notice”.

    Contracts are designed to protect BOTH parties. Therefore, if you are being charged something that is not in the contract you signed and were supposed to have read, you would have legal recourse and be able to break your contract if it has been breached.

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

    Will Hamilton

    The fact is we need a service that works. If the company was honest, helpfull and had competitive fees they would not need the cancelation fee as no one would leave. The fees are just to con you into staying for the fear of the expense. Good management would understand it. All fortune 500 companys know it.

    Will

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    Lonnie Ross

    First a telemarketer calls and says he is from axxesspayments so i didn’t know i was actually signing up with pivotal payments. It seems they use other companies to lure customers in with false promises of savings. I was asked to send in a copy of my last moneris statement and soon i was called back for the sales pitch. I was told moneris was ripping me off and they could give me a rate on credit cards that was half what moneris was charging. It turns out their rates were actually higher than moneris as i saw what was being deducted from each deposit each day. They said the rate for debit transactions would be only 4 cents but then i was getting charged 15 cents for every batch close. Often there was only 1 debit transaction each day so it was costing me more for every debit transaction. Then there was 25 cents a credit card transaction on top of their inflated rates as well. Then when i saw what they were charging for the 2 terminals i saw that first data management was charging me insurance of $5 a month on them as well, so that was costing me more than moneris was charging. I don’t recall reading in the contracts what the cancellation fees would be but First data wants about $6500 for their junky terminals. They were nowhere near the quality of the moneris terminals and the mobile terminal would never work unless i was practically underneath the cell phone tower. I sent them back and called moneris to reactivate my account. The government should do something about these companies that extort money out of small business owners. There’s no way they lost much money from my cancellation.

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    John Daley

    when you sign up with pivotal nothing but trouble after. Service is terrible and machine always something wrong with it. When you deal with pivotal you are involved with 3 different companies all of which charge you. Total rip off! I’ll be sure to tell everyone not to deal with them. My machine broke and they would not replace it in a timely fashion with authorization from my manager/wife. But they would authorize her to give them money. Now all three companies charged me outragious amounts to terminate the contract. Stay AWAY FROM TANGERINE!

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

    John Daley

    and any time you called with a problem they had you on the phone on hold for a good 45min to over an hr. totally unprofessional! Once i called back on my cell phone and asked them when they were going to take me off hold on the other phone. total wait time 1 hr 20 mins. still couldnt fix my problem. the guy did not know how to resolve the issue. The LIE, AND STEAL ALL YOUR MONEY. I was charged 734.50 by tangerine, 195 by elevan and now LFG want another 734.50. big SCAM!

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    Rhon Sims

    Just looked these companies up…Tangerine no longer operating (purchased by Pivotal) and LFG under “government action” and not being used by Pivotal. Do not know what country you are from, but in Canada, they use these guys: https://www.firstdata.com/en_ca/home.html

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    Michael Forster

    My problem with them and the early cancellation fee is that they and their representatives lie about it and bury it in the website fine print, rather than the actual contract you sign. I consider that fraudulent at best and felonious at worst but I’m still working on that.

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    Ernst hoessly

    let me know I would join a class action against this company.

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    f.p.foods ltd.

    had hardware error problems with pivotals terminals and lots of double charged customers mad at me.i tried to resolve as best i could,but after some time with same problems i signed with an elevon company.pivotal pulled 3 payments of 8996.62 out of my account and crippled my business.how can they justify a 27,000 cancellation fee?i am going to court to fight for that money back.

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    jeremy marshall

    pivotal payments is a rip off they charged me over $400 for one month fees I only used the macgene 3 times and now they are holding $2000 and wont release it

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

    Scott

    Dishonest
    by scotty91177 on 11/29/2012
    Everything the sales rep said was a lie, he told me he was going to lower my rate but , he actually raised my rates, I didn’t read the fine print until he left my offace, when I seen what he did I called him and told him to tear that contract up because it was nothing he said it was , and he laughed at me and told me that i was going to use there service or I was going to pay the fee….

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    Julie Bergeron

    I've read several of these comments from people who are not happy with their card processing companies. I'm wondering if people are reading the contract before they sign on the dotted line? If most people don't even know that there is a cancellation fee until they try to cancel then I don't think they are reading!!!I've been with Axxess Payments for quite a while now and like all the other companies, their fees are a little confusing... but it's all in the contract. I've never been over charged and my equipment has always worked! When I've had to call customer service my questions were answered. I'm sorry but it seems that it's a necessary evil when you have a business that has to offer the option of processing credit cards. And, that you fully understand what you are getting into when you sign your name!Cheers!

    4

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    Laurie Foltz

    I’m not sure if things have changed with this company but so far I have not had many issues. I was very diligent reading the contract because I was with another company and found out that there are many surprises when dealing with credit card processing. I’ve had some questions and customer servcie has been good about clearing things up for me.

    It’s only been a few months, so far so good… I guess we’ll see!

    Laurie

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    John Daley

    GOOD LUCK

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    Ernst hoessly

    you must work for pivotal. I has been a terrible experience for me.

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    Donna Shields

    This company LIED through their teeth. The woman presented herself as if she worked for Visa/Mastercard telling me there would be no mark ups and I would only pay the wholesale rates. I explained to her repeatedly (over several conversations) that I already had other merchant companies I was signed up with and didn’t need another. She assured me over and over that it was strictly wholesale pricing. Lies lies lies! I get this welcome packet in the mail and call the woman back wanting an explanation of why it say Pivotal Payments on it. She informs me that the company is a third party company they deal with. Really? As it turns out, they are like all the rest with their markups as well. And her director tried explaining how he could save me $27 a month by cutting my markup in half. I had already sent over the application with agreement signed on Oct 9th. Is there a way I can cancel somehow as it’s only been a week and it was under false pretenses?

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

    Brenda McKinny

    Many many hidden fees that are not well explained when you sign-up. I signed up in 2009 and have been trying to just do my time with this horrible company. This spring my machine stopped functioning properly (cannot settle from the machine) their solution was to give me an online account – so I now have a two step process to settle my machine. Not convenient and really very unprofesstional. I spent hours on the phone trying to get a solution which they wanted me to sign more contracts. I would never sign anything with these people ever again. All around bad deal!!

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    Jeffery Robbins

    Good Afternoon,

    I am a very upset that customers are treated in such a matter previously. I noticed the dates on these comments, I want to insure you since then we have done some reorganization. Our customers are very important to us and they should be treated with integrity that is not the intentionality of a customer experience with pivotal payments that the comments reflect.

    My email is on this comment feel free to contact (JefferyW.Robbins@pivotalusa.com)

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    Will Hamilton

    They are a terrible company to deal with!!! Beware. I wish someone had warned me.

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    Will Hamilton

    I don’t know if you are attached to the Canadian side but they are the worst company I have ever deal with. I was reading blogs about Pivitol and your email came up. Pivitol has funds they are not releasing and I have had many calls (10+hours) to sales, customer service, loyalty and to their risk dept. I keep being told that it has been escalated again to the risk dept. Risk has not return any of them. It’s been over 20 days and still no funds and all you get is there voicemail. If I was you I would not attach my name to Pivitol at all. I think it is a very seedy company and I agree with the bloggers about its operations. You said it has changed but you were wrong. The sales lady I dealt with did lie. I checked the taped conversation to insure there was no misunderstanding. It is very clear that what she told me is different than what the loyalty dept. said was in the contract.

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

    Israel Espinoza

    I read the complaints and for which now I see I am not alone the way pivotal service handle the charge backs and all other problems are the worst I experience I really wish never sign to do transactions with these company pivotal Any more comments about how I really feel about these company will be disrespectful for the readers of these complaints Ty

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    Johnny

    Date March 17, 2013I know how you feel because i am in the same situation or even worse. My experience was they double charge the customers even those the machine print out said not complete and i try to get the card numbers so i can refund ASAP to the customers. I call them everyday and they told me 48hours will have the card numbers for me but after 3 weeks I still haven't got the card numbers and the damage i receive from the customers are the worse because the customers think that i steal their money without theirs consent or approval. So i am now done with them. I call to cancel and ..... you all know the rest of the story same old story with everyone that try to cancel with [PITIFUL]. Now i am done with them just close your account and let them do what ever they want and i am ready with my lawyer as well because the damage that they are causing my business are too much. The trust from the customers are gone so i have to rebuild my reputation of trust. Hopefully, no one in my situation ever again.PS. don't ever listen or read the post on the internet that they are from PITIFUL PAYMENT.Thanks,SincerelyJohnny

    5

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    Tim Higgins

    We went through the "double charged customers" incident as well, receipt printed claimed transaction failed on a daily basis and we suffered from double charging clients of 4-7 people per month, Service was/is beyond horrible we have dealt with Pivitol Payments (Hereafter referred to as PP) for over 5 years. -"Absolute horrible service" is not an understatement whatsoever. From double charging customers as mentioned (We were told we are the ONLY merchant to have this issue in their history) to eleven... yes 11 machines replaced within 8-9 months to which they painstakingly argued that we should pay for the replacement each time. Along with shipping fees etc. We all own businesses here, the payment was huge and difficult to deal with but the LOSS of business from having no credit/debit due to downtime was beyond the cost of new terminals. Note: PP did cover payment excluding shipping fees.-Christmas is nearly 20% of our total annual income, and we had no terminal due to it being down again. Nearly every customer pays credit during the holidays and we suffered greatly I can not emphasize this enough. After a lengthy discussion with PP, PP pretty much said "Not really our fault" Well WHOS FAULT IS IT? This was nearly 2 years ago when this happened and I had installed everything they had asked me to in order to fix the issues. - Note: I am a technical geek I used to build custom computer rigs and servers for clients and I know our internet and phone line were not the cause of this faulty operating system on our terminal. PP refused to accept this theory, insisting we need faster internet. When we purchased the first 1 of our 11 machines we were told it was compatible with phone lines and will work fine. After many many calls, we decided to get internet (Highspeed) because PP claimed it was the phone causing all of our dead machines and issues with double charges. Problem was present after upgrading to high speed internet & PP claimed again we need faster internet. So we did, the highest speed available to downtown barrie 25/7. Problems persisted PP claimed no fault of their own and we need a new machine at our cost as its outdated (irrelevant excuse, as issues have taken place since first purchase). $1500 later we purchased a new machine that no longer charges twice. (PP after hours of conversation cut the payment of $1500 down to $700) We purchased it new and it was clearly refurbished I say this as the power cable loosely connects to the terminal, any movement (customers lightly pulling the remote terminal to them) causes a power failure. - new machine has the chip insert on top card vertically goes down right above stripe slot. Horrible design customers never know where to put the chip into, (I can accept this) Yet what I can not accept is that the chip slot PUSHES the cards out of the machine, and constantly leads to failed transactions. Again we are told by PP to be the only merchant with this issue. and that a new machine is necessary.When attempting to replace our new machine, PP had lost all our account info, and we were not in their systems. We all of a sudden were not a customer of theres and they could not help us. So.... we waited for a week called back and received the same answer. "I am thinking are you serious? heres my address, my name, my business, my number, my client ID." Nope sorry, can't find you. let me transfer you.... again... and again.... and again.... till one agent found us listed under a different Client ID.This has been over a period of 5 years. I would advise anyone reading this to NOT go through the service I received and take any other merchant services company. We will absolutely be leaving this company when our contract is up.

    5

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

    Tim Higgins

    Update:

    Pivitol after a 30 min talk waved all fees to get my new replacement machine. It took some convincing and I felt like I was speaking to a child when discussing my problems. In small clear words repeating myself many times. However they did wave all fees, and I appreciate that again I will have down time for my new terminal to get here as my current terminal is faulty… again.

    I guess this will be for as long as I am with them.

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    Ernst hoessly

    I have had similar problems with Pivotal especially trying to understand their overseas operators and responses to my issues going unanswered.

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    Ronnie

    For Canadian merchants processing through Elavon, you have received notification that assessment fees will be added to your bill as of November 2012. As per the code of conduct, you are now able to walk away from your Pivotal contract! When you call them to cancel, they will try to confuse you with a load of garbage and tell you that cancellation fees apply. The second they do this, contact the FCAC and lodge a complaint. They WILL back off at that point. Your welcome 🙂

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

    lori miller

    when i called to cancell sevice with these preditors, i was told i would be charges a minimum of 650 dollars. guess what ..that isn’t going to happen..the sales rep told me i wasn’t under contract..then the customer service ep told me i failed to read the fine print that said i was under contract..THIEVES!!!!! i went to the bank and did a stop payment for all transactions with this company..don’t know what will be next from them, but can promise i’m not taking it lying down

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    Alex

    I have dealt with many companies and I have to admit they're the worst!!!! Stay away!!!!!I signed a 3 yr deal only to find out that the processing and equipment was for 5 because pivotal uses 3rd party companies. It took more than a month for them to change my account for direct deposit.They charged me shipping fees for exchange of equipment even though it was leased and it wasn't working properly not due to user negligencerandom mis. Fees showed up in statement.Way out of porportion for nonqulified card transactionstech support close by 9ish and weekendssoftware issues resulting in same dates on settlement report.Just fee issues came to mind...

    1

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    Kevin

    Hey Brian,
    Close your account ASAP!! They will try to take what they call “liquidated damages”. Anywhere from 1000 to 10000 dollars!!! They will harass you for about a year then stop. It happened to me but I got my money back from the bank. They reversed the transaction.
    Cheers
    Kevin

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    Heather

    I was wondering if anyone knows of a class action lawsuit against pivotal payments. There contract states that the cancellation fee is "$400.00 per Location" every person in our location was charged $400.00 some were able to catch it soon enough and closed there accounts. This company is a scam. I can't believe there are still in business, oh wait, They keep stealing $400.00 from everyone. DO NOT USE THIS COMPANY!

    1

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    Luke Tryftan

    Admin, your review was last updated more than a year ago – Pivotal Payments is the absolute epitome of shady and unethical business, you should be updating this weekly because something new pops up constantly.

    You have them listed as being through FistData/TSYS, you should know by now that they have become thier own acquirer/processor through People’s Trust, as it is now on thier site in the update terms of service. This means they do their own underwriting, etc – the whole deal.

    I am a small merchant that processes anywhere between $25k and $75 a YEAR. Thats right, that is my annual volume. I cancelled my contract with them early because of all the extra billing they did on purpose and tried to get away with, even though [edited: name removed] and his gaggle of slimebags try to explain it off as ‘terminal errors’. News flash – if you don’t notice and attempt to get it back, they just keep your stolen money. Anyway, because I cancelled early, they scooped more than $10,000 from my bank account in ‘liquedated damages’. Not a typo – my miniscule business was apparently worth $10k in profit to them over the course of a standard term? I would call that retarded, but it would be a compliment, not an insult. They have not yet invented the right word to describe these sub-humans.

    I gave it 1 star because I can’t give them negative 12 stars.

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    Shirley Maginnis

    First thing to do is close your bank account. That is the only way they dont have access to your money. It seems they wait till you least expect it and help them selves by what other comments say. I did some reading before I did anything. I have sent registered letters and they just ignore them. Dont do any thing over the phone with them, make them send things in writing, they wont! There is a code of conduct for this type of business. I think everyone should write a letter to The Mnistry of Finance and The Federation of Independent Business about this company. I sent back my machine and informed Pivotal they continue to send statements with fees and new names for the fees. I do the same they do with my registered letters ignore them and send them back. Call the news station.
    Holly Moore CBC News 204-788-3210 holly.moore@cbc.ca
    This was posted March 12. She is doing a story about Pivotal Payments.
    I dont have debit and never will again.

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    Terrye

    I’ve been with Pivotal A year. The rep that came to my place of business represented himself as an employee of Pivotal Payments, told me he could save me money, to try him for a month, if not satisfied I could return to my current processor, no contract involved. After about 4 months of a nightmare, I called to let them know I was going back to my previous processor. Was told I was in a contract. I of course argued with them, then I was told the man that came out to my business was not an employee of Pivotal, but was sent out by one of their employees. They let me speak to him and he admitted he told me I was not under a contract, but he was wrong to tell me that. I asked them to send me a copy of the contract I supposedly signed. They did, obviously the signatures were forged and the one they had that was mine was the one I signed giving them permission to do efts in my bank account. Which I have the wet copy. They can’t produce a contract because one doesn’t exist, and if it did they are in breach because they never downloaded their software to my Ruby System.
    only to the stand-a-lone on the Liquor Side of my business. Even after a year they still don’t have the name of my business correct after being told numerous times, also they have been debiting my account for processing fees on the side of my business that they never downloaded their software. I have been on the phone until I’m blue in the face with this company. The last person I spoke with was going to have their declaration dept contact me, he asked me what I wanted, then, I just wanted the fees debited from my account they didn’t service reimbursed and return to whatever processing company I choose, that was in early March. Now I think I’m going to sue. I have spent so much time with this company and they have put me thru so much stress, and until to date they have not contacted me. If I could rate them it would be (-50*s). I would not recommend them to my worse enemy.
    Terrye Melvin

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    brian ross

    brian
    April 27th, 2012 – 02:11

    to james:

    I need steps on how to cancel with pivotal. I’ve just been with them for 1 month now and could see the hidden fees that the agent from axxesspayments neglected to discuss with me on intial signup.

    I just signed with Moneris( whom i was with in the past)

    so is it a $400 cancellation fee or is it more than that? should i setup moneris, close and start a new bank account to prevent pivotal from withdrawing and then tell them im cancellling?

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    samira tahtawi

    Close your bank account – put stop payments on Pivotal (although they will try to access money under a different name) and open a new account. The hassle is so worth it. You will feel empowered and victorious in the end. Pivotal is committing financial rape w/ its clients. Keep protecting yourself from them – thieves!!!!!

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    Israel Espinoza

    How I do that

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    John Daley

    Tangerine will charge you for each month left in your contract, so will LFG and elevan will charge you $195.00 if you had it set up to accept credit cards.
    I had 15 months left on the 5yr contract totaling 734.50 to each tangerine and LFG. good luck. You prob didnt realize either that when you sign up with tangerine you are dealing with 3 companies, not one

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    JP

    I have been with Pivotal for the better part of 18 month now and I'm shocked to see just how unprofessional & disorganized these people are.On 3 occasions in the last year they lost one of my batches. The first time I waited 3-4-5 days after closing it still no deposit. Upon contacting them they claimed that the problem is at the Host level... miraculously the next day it was there. The again a couple months later another 5-6 days before seeing my deposit. Finally the third time this happened I asked for a supervisor. He claimed that this problem was recent and that it was fixed... he probably didn't know I was having this issue over the last year.I strongly believe that they hold deposits on purpose in order to be able to benefit from interests on MY money. Just imagine how much money they process in a day and if they keep it for an extra 48 hours.I regret leaving ELAVON. Even though Pivotal claimed to save me .2 points on my transactions, its not worth waiting 72 hours + for my deposits.... ohh and forget about getting a monthly statement from them. They seem to be clueless about what they are.NEVER consider Pivotal as a credit card processor, NEVER!

    1

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    Karen Crawford

    I feel your 2.5 stars is way too generous. Their customer service rates a 1 on a scale of 10, their technical support a 2 on a scale of 10 and their attitude of “partnering” with merchants is a 0. Their liquidated damages policy is inflexible and does not allow for any extenuating circumstances including poor service, not receiving mail and selling the business to someone who already has a credit card processor. Their “loss prevention manager” does not have a last name and employees will not give out his direct extension. He does not return calls or leave messages of either a voice or email nature. Their automatic contract extension clause is burried in pages of pages of other material. Their unilateral decree of charges PCI compliance fee is once annually as well as monthly. They are in the busienss of ripping business off rather than being a reasonable “partner.” I do not recommend doing business with these people either as a merchant or as a sales representative.

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

    James Castro

    I see that I`m not the only one to have been in trouble with Pivotal Payments. After multiple fees being charged to my account and numerous phone calls to the customer service, I just got fed up, they did not refund any money back, they had all sorts of excuses that I did not read my contract properly and that I had to pay $2231 to close my account and still I would have to pay the lease on the machines. I went to my bank, closed my account, unplugged the machines and that was it. I looked around and found many other companies, banks charge insane fees for the machines and the companies like pivotal make you sign a NON-CANCEL-ABLE lease, funny thing, ran into this one company, never heard of them till recently after doing a lot of searching on google, they have a walk-away clause with no cancellation fee, so decided to try them, got the machines at a decent price, been happy with them, check them out – trinitypayments.ca, they are based out of Mississauga, the rep said he liked to do everything in person, so got him to show up, he explained everything and then left me with the papers, I called him back and signed with him – been happy for the last 3 months now, hope this helps

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    Bris Membreno

    I have a big problem.. Pivotal sales rep. told me i could save money by swiching to them.. now i regret leaving First Data. This is insane how they can steal from you and there is nobody who can do anything about it. I thought this country believed in JUSTICE for ALL.

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    Sandra Finkel

    The contract with Pivotal Payment that I got suckered into signing was 5 years. They made a promise in an email on the contract of a low rate on Visa and Mastercard processing through Global Payment and within the second month raised the base price plus on special Visa and MasterCard transactions charge far more than the contracted rate. They also doubled the monthly service fee from $10 to $20 for credit card processing. On the debit card processing they didn’t tell me there was a minimum charge of $20 per month for debit processing. They have continually added fees on the debit processing side and now my monthly bill for just debit processing is $50 when it used to be only a few dollars with another processor (Paymentech). They charge a minimum of $500 to get out of the contract but if you have many months left they can charge you the lost fees they would have collected, this for me would be $1150 if I break my contract with 23 months left. They are a total scam company I give them a 0 rating.

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    Trent Charles

    Found this site while I was waiting for customer support. Called the agent support number, it went to an options menu then to an answering machine. Called right back, selected the appropriate option, got music for about 60 seconds, then it began to ring through for about 30 seconds, back to music for another couple of minutes, then a message about how much they appreciated my business, music for another minute, ringing for about 15 seconds, more music until it finally hung up on me. And that's Pivotal in a nutshell. The only reason I'm leaving a rating is because 2 and a half stars is too high

    1

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    Mike Lam

    The most worse POS provider in Canada
    –Pivotal Payment (Charge National)

    I signed a contract with Pivotal Payment (Charge National) in 2011, and based on what the sales rep.[edited: name removed] told me, I can cancel the 5-year agreement without any penalty if I close down my business.

    During the service, the terminal Hypercom Optimum T4210 I bought from Pivotal is just a garbage, it broken twice within 3 months, one in Nov 2011, and another one in Jan 2012. Except trying to fix the problem for me via the phone or online, the technician at Pivotal always said that as followings:

    “Sorry, this is first time we meet this problem and the only way to fix it is to send you a new terminal, but you have to pay the shipping cost which will be $50 for express shipping and $30 for ground shipping.”

    I had no choice to accept the suggestion.

    Usually it is at least 20 min waiting while phoning Pivotal help line 1-866-557-5553, also Pivotal does not have their own credit card process ability which is processed by Elavon. As a result, there is always problem to do settlement which either Credit Card or Debt Card settlement will be failed at least once.

    Mike
    Calgary, AB

    Complaint against:
    Pivotal Payments Direct (Charge National)
    [edited: name removed]
    Cancellation Department
    14 Commerce Place
    St. Catharines, Ontario
    L2R 6P7
    [edited: contact info removed]

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

    Alana Valentino

    I agree with everything all of you are saying, I wish i had found this out sooner to save time, aggrivation and $$$$. what we need is a class action lawsuit to get our money back and expose them for what they really are. ANYONE ELSE IN?

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

    Charles Roufan

    YES please they are a bunch of robbers..they just cancelled my contract for not using the terminal much..with liquidating charges of $1190.00 and somehow got me hooked with a 5 year lease for the terminal with 1st data!…which i can’t cancel..I can’t believe I got scammed into this..they have satellite agents who choose to make you sign a very simple paper…at your busiest moments..with nothing written there..and who had assured you there wont be any penalties or cancellation charges!…

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

    Heather

    I’m in

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    fred c. dobbs

    I have worked for PIVATOL for two years and i must say, they are the WORST, i have been in the merchant services industry for 10 years, I was told they where CROOKS, waived it off, my mistake. I have no choice but to stick it out. I am here on a MOUNTAIN TOP, listen to what I say, your ignorance will cost you. PIVATOL is a DEN of 40 THIEVES. YOU HAVE BEEN WARNED.

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

    James Xue

    Found this blog and knew that most people here had much bad experience than I had with pivotal payments at this moment.I signed contract with this company for a bout 1 year. It worked fine to me in the fist few months, then the unexpected fees deducted from my bank account. Pivotal payment just does not charge the fees according to the contract. Right now the unexpected fees that not under the contract is about $200 in the last few months, but who knows what other fees that they may charge in the future. When I called, they just asked me to check the terms and conditions on their website. They told me that they have the right to charge the extra fees any time when required.Can not understand that they can do the things not according to the contract, instead asking to check their website terms and conditions. They can change the Terms and conditions on the website in any ways at any time. That means that company have the potential ability to deduct any amount money from your bank account.Stay away from the company.

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    Robert Carmichael

    Pivotal, worse desicion that we ever made in our bistro. Not only, are credit card charges processed, in our case 4 and 5 times on the same charge, but since July (2011), at least one day each month, at the close of business, none of the tips are added to the bills, which means we have to phone the customer, sometimes weeks after, and ask if we can add the tip as it was not charged on that day . . when you have a 100 charge day, that adds up to $1,000.00’s of dollars. And Pivotal is on no help. I suggest that any other company would be better to go with then this one. And I can’t get out of the contract with them.

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

    Kevin

    Hey Robert,
    Close your bank account and open a new one. That is the only way you can keep them from taking your money. I had to. They called and harrased me for a about a year to pay them the supposed liquidated damages I owed them for stopping with them early. I just ignored them and they haven’t phoned me in a few months. Hope this helps.
    Kevin

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

    Jerry Battaglia

    Warning to all Pivotal customers, I’v been fighting with them for 2 months. Before you cancel your contract, CLOSE YOUR BANK ACCOUNT and open a new one.

    Pivotal picked my account 5 months ago for a compliance fee with no warning so I called, they were so rude and told me they could do what ever they wanted. I was so mad I called a new company. My new company told me I had to cancel my Pivotal contract. The lady at Pivotal told me I had 2 months left on my contract so just let it run out and send them a letter to not auto renew, I did, then when my contract was over, Pivotal took 400.00 out of my account! After hours on hold and several days later and some advice from my attorney, I got my money back, I’m are heart patient and believe me they tested it.

    My contract ended Nov 15, 2011 and last week and on 12/6/11 Pivotal picked my account for another 109.00 for another compliance fee, MY CONTRACT IS OVER. Its been over a week, several phone calls, more advice from my attorney (federal offense), lots more time on hold, still haven’t got my 109 bucks back.

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

    Alex

    I’m fed up with this company. It took them a month to switch my banking account and in the meantime no money was credited in the accound for a week. Their tech help hours are terrible, if your business open late they’re closed. The equipment they give you is old, when you ran out of paper while printing daily closing reports, you can’t reprint it or a report like it. Must wait for them to mail you when you call and it’s just a screen print out. Apprently they charge shipping when they service your machine even if it’s leased. Terrible company, they contract out to other companies, and asked me to call other ones when I call pivitoal for tech or account issues.

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

    Liz-Ann Munro Lamarre

    As above…the sweetest sales person, who was completely unreachable once I was signed up. The sign-up bonus of $250? I sent in the form, twice, one by fax, one by the same email I had previously been communicating with the sales rep with – and I followed up by phone but it never came.

    The terminal started quitting mid-process after ~ 2 months, every time it was a long (on hold) phone call to ensure my client’s payment went through and only once, and this is no way to run a clinic.
    Eventually the terminal was replaced – the new terminal exhibited the same problemswithin a week.
    After ~ 8 months of this, I cancelled my contract with Pivotal & Global succesfully, but LFG continued to withdraw lease charges for the non-functioning equipment. I sent the equipment back to LFG: they refused it and sent it back to me. I sent it to Pivotal, and it hasn’t come back.
    I wrote LFG a registered termination letter for the former lease – since there is no equipment I am leasing, we don’t have a lease – with a deadline to respond or else I’ll imply tacit agreement. No response.
    I took the letter with proof of delivery to my credit union, we put a stop on the monthly automatic withdrawals and recovered the most recently taken withdrawal.

    Now LFG is screaming at me: long faxes and harrassing phonecalls to my clinic.
    I am concerned they may try to take money out of my account again, or worse.

    I am just running an independent dental hygiene clinic – most of the dental overhead but none of the lucrative dental procedures – and I am providing care for people who are unable to access dental care. I don’t want to go under because of a company with a history of ripping people off.

    Does anyone have any ideas on what I can do next?

    Many thanks,
    Liz-Ann
    The Smile People, dental hygiene inc.
    BC, Canada

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

    Kevin

    Hey Liz,
    Close your account and open a new one. I know its a pain but that way they can’t take anymore money. LFG are in bed with pivotal to rip people off. Ignore the threats and letters. Pivotal tried doing that with me and eventually they just stopped calling.
    Kevin

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

    samira tahtawi

    Kevin – I am in the process of doing what you did. Pivotal tried to take $4573 from my account last week. The action was blocked. My account is still getting money in from businesses but what I found out from my bank is that I can go to the branch and block all debitors from the account while still accepting creditors. I have already opened a new account and will close the old one in one week. I hope that pivotal stops bothering me as they did you based on your notes. Thanks, Samira

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

    Kevin

    Hey Samira,
    Stay tough!!! They will quit. Do not answer their calls and do not reply to their mail. They are like a bully that eventually will go find someone else to harass once they realize you won’t reply to them. It took about a year, but the guy calling me finally gave up. I had to laugh at how persisitant he was. LOL It started with once a day, then to a few times a week, to once a week, until I WON!!! LOL It is stressful, but don’t let them think you are in the wrong!!!! They are ripping people off daily. This site is just one of many with complaints against these guys. Changing accounts sucked but it was worth it!!!
    Cheers
    Kevin

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

    Rudy

    First I find it laughable that any one merchant can hold accountable the payment processor for the agreed upon fees in the merchant processing agreement. Most payment processors today hire 1099 workers and any misrepresentation is usually done by the sales representative. First one should never lease a terminal as they are very inexpensive to buy and most leases have long term committments most of which are 4 years. Termination fees are written in any merchant processing agreement and yes they do vary from company to company however most are in the range of $300 to $500 dollars. Merchants should ask these type of questions especially if they have been in business for a number of years. Surely if the question is asked most are going to confirm there termination fee. It is unlikely that any sales person is going to tell a potential customer what the termination fee and for that matter how many other businesses tell you up front what their temination fees. Not many. It is the due diligence of the merchant to ask the right questions. Most payment processors will cover some of the bankcard assn mandates such as PCI Compliance as there are requirements that the payment processor and the merchant must comply with to ensure the fullest security standards are met. In addition there are annual interchange increases which take affect in the spring and early fall these increases are passed along to th merchant. While its true that some of hese fees can be inflated to payment processors likening. To avoid these fees then one should consider the benefits of Interchange Plus Pricing. This method of pricing discloses te exact cost for every interchange category which ensures that the actual increase or decrease of interchange is passed on to the merchant. I would have to say that in most cases it is the merchant who didn’t do their due diligence or it was a dishonest sales representative who did not provide honest answers. There are many inexperienced sales reps within the payment processing field and it is important for any merchant to understand the payment processing business especially when you consider that there are very few if any cash businesses left.

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

    Corey Illingworth

    I cannot believe this company can continue to do business. Pivotal Payments had a forged contract on file for myself. The signatures, dates, or print did not match mine anywhere on the agreement and still they stole $1500 from my account which they called liquidated damages after canceling with them. This term is nowhere in there forged contract even if I had signed it. One of there agents would call on my behalf claiming to be a representative from my company furthering their fraudulent actions. When I explained this to them they were still unwilling to help. They just tried to pass me off onto the next representative, and in two cases, was the same representative that I had spoken to already. Even after explaining to them that two parties have to enter into an agreement and you can bind someone to a contract they did not enter into, they still refused to correct the situation.

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

    Debbie Wolfe

    We’ve been with Pivotal since December/10 and have had nothing but grief. We are continually overcharged % and surcharges that are not on our contract. Money is taken from our account with no explanation. I’ve made numerous calls and can’t get any one with any authority to return my calls. Seems I have to follow the contract but they don’t. there is something wrong here, this is no way to treat a new customer. You can bet I’m spreading the word.

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

    Vickie Huang

    One suggestion to anyone wants to sign a contract with Pivotal payments : DONT DO IT!!!! I signed up with them last december, up to today, lots of bad experiences!!! I originally signed up with only 3 pages of contract, and find out only 2 weeks ago that there is 30 PAGES more ONLINE!!!!! Plus, their system always conflict with videotron's phone line, outages all the time!! For 6 month, 3 times my money has been hold (somewhere, and "it is not our system's problem" they insist on that part), the last time that happened, i waited for A WEEK to get back my money!! I've been traited like an idiot every time I called, " please check your banking account CLOSELY ( I've been checking my banking account twice a day for the past 4 years, so please dont tell me how to check my account!!!!), your money is been deposited into your banking account" they said that sentence every time. Calls after calls, the only thing that I got back is frustrations. Anyway, I decided to cancel my contract with Pivotal payments, and I'll refuse to pay for the cancellation fees since that was not what I signed up and what I been told. If they decide to put me with a collection agent, I will suit them for it!! I called Consumer Protection Office in Montreal, they said the contract is not clear, and I have the right to cancel it with no extra charges .... anyway, we will see how that goes, hopefully this will end soon~Anyone wants to cancel with pivotal payments now? Please contact me and maybe we can figure out a way to do it together, or at least let them know that we are serious about OUR MONEY!![edited: email address removed]Good luck to anyone is using them~~ vickie

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    Need Insight

    Hi there,
    I read your comment from Merchant maverick.
    I am going to cancel pivotal too.
    I wonder if you cancel their service since your comment on website and
    how your cancellation process has processed?

    It will be grateful, if you can share your experience and insight.

    thank you for your time

    min

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

    ERIC

    We are in same situation right now. Could you share with me how you cancelled your service without cancellation fee?

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

    McGee's Family Restaurant

    I HAVE HAD NOTHING BUT PROBLEMS WITH THIS COMPANY!!!!! If there was a zero rating, that's what I would have chosen. I started dealing with them in January through Axxces Payments and I was to purchase a terminal. They could not get the Terminal to work, so they sent me another one and it still did not work, it took them until April to finally refund my money for the purchase of the terminal, and all the minimum charges that they put through when I did not even have the terminals they had long been returned. Then I signed up with Charge National, not knowing that they also process through Pivotal Payments. At this point I had 2 accounts opened with them because they hadn't closed the first one, so when I started calling about my other Terminals not working they started double charging me for the 1st 2 terminals as well as the new terminal. When I called about this they would only put the money back in my account on the 20th of next Month. That is all they would ever say and were absolutely no help to me at all. When the Rogers Wireless net work that they promised me would be so fast so I upgraded to the wireless terminals it was SO SLOW and didn't work 1/2 the time. I literally have called EVERYDAY for the past 3 weeks now and EVERYDAY I get told that a manager will call me back, or I leave a voicemail for a manager, and I keep getting promise after promise. Only yesterday did I finally get the credit back for the mistaken money they took out for payments on the terminals I recieved in JANUARY (returned in february)!!! But still have not recieved money back for the terminals or minimum payments. I WANT TO SPEAK TO A MANAGER, someone that can ACTUALLY DO SOMETHING. Everyone I speak to is not authorized to do anything and I actually feel bad about getting upset with these employees when it is the MANAGER that refuses to call me back! I've left several voicemails on his personal answering machine and STILL NO RETURNED CALLS.... and then they ask me if I'd be willing to try a different terminal to see if it works... HA that's a JOKE! Even the 2 transactions that actually went through on the last terminal they screwed up on the amount that they put into my account... it doesn't even match! Business owners beware, your books WILL NOT BALANCE if you go with this company. A company that takes mistaken money out of my account, managers that refuse to call me back when there is a problem... I find a BIG problem with this. This is NO WAY TO RUN A COMPANY!!! Everyone that asks me I will tell them.. word of mouth is huge for business and I will tell everyone that will listen. Just FYI Business owners I have been dealing with Elavon now through Costco Wholesale; rates are quite decent and the service is not half bad when I have had to call but that's only been twice in the last year.

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    McGee's Family Restaurant

    If you are such an outstanding Employee that will help when we call why are you anonymous? I want to know your name so I can actually get some service...

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    Cynthia Milbradt

    Ok My company has had ALL the same problems as everyone above but I had no signed contract with them. I was in a bundled buy-out from POS, with whom I had a "no-term agreement". Pivotal immediately began imposing fees and charges that made no sense. Their statements were virtually indecipherable. I could not get through to anyone on the phone. My new processor said they would pay the early termination fees up to $300.00. Pivotal called me when I ended our contract and said I would have to pay $500 but they also wanted "liquidated damages" if I didn't reactivate the account. I refused to reactivate. Five months later they withdrew $3578.73 in "liquidated damages". I was able to get the withdrawal reversed but only because I caught it in time. You have until the end of the next business day to have unauthorized withdrawals reversed with-out filing a dispute. Now I am sure Pivotal will be coming after me in a fury. I have filed complaints with the BBB, My state Dept. of Justice and I am going after them through the US Dept of Justice as well. The potential charges here may be fee gouging, price gouging, violations of professional or applied ethics.I am researching a potential class action suit that is in the works against Pivotal but I am leery of "Fight Pivotal Payments" for fear it may be a shill for Pivotal.

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    Canadian Centre for Integrated Health Studies

    This is a letter we sent to the Canadian and American Pivotal’s office.

    We are writing to you today with respect to the above-captioned matter and to pass on our disgust which rightly or wrongly in our opinion, are the unconscionable actions of Pivotal Payments and the laziness of same too comply with our duly executed agreement and honour our request for an account change.

    Once again we are enclosing the duly executed documentation dated January 10, 2011 and February 24, 2011. As you can clearly see, we have complied with the specific request of Pivotal and faxed the documents to 1.866.873.9640.

    Several telephone calls to Pivotal have been useless. Rightly or wrongly it is our opinion that, it would be far better to talk to a wall then to speak with Pivotal any further on this matter.

    On May 10, 2011 at 1324 hours and 1450 hours I called Pivotals’ call centre. The first telephone conversation was with a person by the name of [edited: name removed] (sp?). During this conversation, apparently, Pivotal is not in possession of any faxed paperwork.

    It is amazing how a company can lose a change of request of banking information as well as our banking account information twice. I certainly trust we will not have to make a formal written complaint with the Privacy Commissioner.

    We were promised the stars the sky and the moon not to worry someone would return our telephone call.

    On May 10, 2011 at 1450hours I called Pivotals’ call centre yet once again. This time I spoke with [edited: name removed] who informs me that the escalation team is not able to keep up with the amount of complaints flooding into Pivotal. That is not our problem.

    Rightly or wrongly, it is our opinion, that Pivotal has no excuse for being lazy. It is not our fault that Pivotal is not capable of maintaining proper administrative procedures to ensure that facsimiles with banking information do not go missing. In essence, the unprofessional or even non-existent risk management of Pivotal is causing us an unfair and unwarranted administrative burden. All costs associated with this administrative burden shall be charged back to Pivotal.

    You are instructed to contact our office by no later than the end of the business day of May 11, 2011. At that time you will inform our office that Pivotal has complied with our original request of January 2011 and made arrangements to have all deposits placed into our TD account.

    Pivotal is further instructed to conduct an investigation as to the whereabouts of the two missing facsimiles to the Pivotal office which includes our missing banking information. You will assure us during that conversation you are in possession of same. In order to eliminate any opportunities for deceit, Pivotal will provide us with evidence supporting your elected representation of possession of our banking documents.

    We trust that Pivotal will govern itself accordingly, however, in our current experience we highly doubt that Pivotal will comply with our promissory agreement. Notwithstanding, we have found the following websites which we will publish our complaints against Pivotal in our hopes to publicly embarrass and humiliate Pivotal into complying with our promissory agreement. Keeping in mind of course, that there are a great number of public websites to post complaints:

    [edited: links removed]

    I trust Pivotal Payments understands how disappointed and frustrated we are dealing with lazy people – whom we pay good money to conduct business with that should be fair and reasonable.

    Do you really believe that it is fair and reasonable to take five months to process duly executed documentation?

    Do you really believe that it is fair and reasonable to lose our banking information?

    We will be preparing a letter to the Privacy Commissioner to investigate the loss of our banking information by Pivotal. Failure to comply with our request to be contacted by the end of the business day of May 11, 2011 shall result in our office forwarding this complaint to the office of the Privacy Commissioner forthwith.

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

    Debra Wolfe

    We have been dealing with Pivotal since Dec 2010. I have to make a call each month as the percentages they are charging are not what I signed up for. I did receive a reduction in percentages but am still waiting for them to take effect and still waiting for a credit. Getting tired of calling back each month.

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

    jack f

    Brad i guess you have been lucky, we on the other hand nothing but trouble. three years ago by [edited: name removed] with promises after we sign, the trouble started, describe by other posts i do tot want to repeat them. now to tray to cancel the contract they threaten us that we would have to pay the damages of thousands of dollars.steye away from them.

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    Brad G

    I would like to let people know that I have both terminals and a e commerce account with Pivotal. We have used there services for over three years and have had really good success using them. Yes a phone call takes a bit of time to get through but I've never had any problem getting issues resolved. We used to use another vendor and were being charged double for our transactions. I'll wait 10 minutes on a phone to save double any day. Not every company is perfect by any means but good feed back is deserved once and awhile.

    4

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    David Hill

    We were approached by pivotal who claimed they would buy us out of our existing contract. We signed and ever since we have been receiving bills from both pivotal and our previous merchant service provider. WHEN i can get through to them, i get fobbed off and told to fax them the bills so they can reimburse us. Have i seen anything. Nope.... I have called 3 times in the last 2 weeks to no avail. Not stop Banking Ombudsman.

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    Optical Excellence

    If you are so happy working at Pivotal, why did you not have the courage to sign your name? A bit of a credibility gap here, folks.

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

    Optical Excellence

    I can not say anything good about these companies both Pivotal Payments and Lease Finance Group. Neither company seems willing to work with us as far as solving the terrible on-going problems with our POS equipment.
    Needless to say, lawyers are now involved. I do not recommend them under any circumstances.

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

    Peter Smith

    I have used Pivotal since 2007, and while I can recall an occassional problem, I have had a good experience with them, and every problem was resolved to my satisfaction.

    Merchant card processing is a very small part of our business for sure, but when I need help I always get it promptly. I know from our business that sometimes a customer has a big problem and we don’t handle it well…the danger with these sorts of sites is that is all you see, the big problems, and all you see is the one side of the story.

    I can and have recommended Pivotal to other businesses. I have asked my rep about the complaint blogs etc I have found, and I got a straight answer. I am sorry others have had a different experience, but I think that you can go anywhere and businesses will tell you horror stories about some supplier or another.

    I have had a good experience with them.

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

    Israel Espinoza

    Pivotal your company is the whors company I never experience somany problems whit any other company a will never recommend these company to any one

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

    Damian Tanenbaum, Vice President, Operations, Pivotal Payments

    We are absolutely horrified to find this blog and the content within. From all of our 350+ employees, please accept our sincere apology for any frustration you’ve had dealing with Pivotal Payments. We are dedicated to the success of our clients and strive to provide the very best products, technology and support while being supported by dedicated, caring employees. We would like to learn more about your experience with Pivotal to help us get better and, most importantly, to resolve your issues. We kindly request that you take the time to email us at WECARE@PIVOTALPAYMENTS.COM with specifics. We will work hard to resolve all open issues to your satisfaction.

    Damian Tanenbaum, Vice President, Operations, Pivotal Payments

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

    vijay dayal

    Don’t just be horrified do something about it we are still waiting a phone call from Deloris

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

    Kosh

    It should come as no surprise to anyone who deals with Pivotal Payments, but the Better Business Bureau of Hamilton, Ontario has finally revoked their accreditation. They currently have an F rating.

    Downgrades from other BBBs across the nation should follow suit eventually.

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

    vijay dayal

    In Vancouver B.C BBB have no knowlege about them when I phoned about charge national in March 2012

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

    Kara

    I have dealt with Pivotal payments for almost 1.5 years. In the time I dealt with them, they managed to get about 2 months of their invoicing correct and the rest they double billed and triple billed at times. I was with Moneris before and thought the service was expensive, but Pivotal just told me one price and then proceeded to withdraw about 4 times that amount every month in monthly service fees.They are unwilling to fix their mistakes and I had to keep asking for my money back and every month they would make the same "mistakes" again.I had to resort to closing down my accounts completely and abandon my long standing bank accounts.I have actually found 2 other people who have had the same experience.They have the sweetest, most attentive sales department... then it all ends as soon as your signature is on that contract.

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    Kevin

    Hey,
    I am having the same problem as well. Pretty much exactly to what has happened to you. They tripled my rates and kept telling me it was visa and mastercard to blame but yet I can get the exact same rates with another merchant company. They want a crazy amount for liquidated damages.This all happened in April of 2010. I am with a different merchant company. But I still get phone calls and letters from Pivotal payments asking for the liquidated damages. They are willing to negoiate but what they are asking for is unreasonable still.
    I don’t understand how a company can sign you to a contract and then increase my rates that much!!!
    The Code of Conduct that everybody is talking about is only voluntary. The Goverment can put pressure on them but still these companys can do business as usual. What I got from the Goverment is that it is a grey area at best.
    I am as frustrated as everybody else. We in small business are hurt the most by these dishonest companys.
    Let me know if anybody has any suggestions.
    Kevin

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

    Criston

    How is it that a company with so much negative feedback still manages a 3 out of 5 rating? I mean, look at the last entry here; the administrator has to ask those who submit to cool off because they are so angry in their feedback.

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

    Merchant Maverick Admin

    Criston,

    Ratings get updated periodically. Given the feedback we’ve seen about Pivotal, that rating will most likely come down.

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

    vijay dayal

    who is doing the rating are they doing it themself

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

    Anonymous

    In March of 2007 I sunk my life savings into a retail storefront that was within an industry that I had spent many years. I was never so proud of my own accomplishments. In June of 2008 I became victim of the telemarketing scam of lower payment processing on merchant debit and credit card processing. The company that I had been originally approached by was called CARDEX, now known as Pivotal Payments. I was promised lower rates than I was currently paying with my current processing company. For the next 2 years I would incur a barrage of hidden fees and mass increases on payment processing.I have switched effective Aug 1st, 2010 from Cardex/Pivotal Payments/Global Payments too much more reasonable merchant payment provider. On August 1st, 2010 I notified my Bank Branch of the change and of the stop payment to Cardex/Pivotal Payments/Global Payments on my account. I cancelled my contract with Cardex/Pivotal Payments/Global Payments under the pretence of the Finance minister’s new “code of conduct” policy released on April 18th, 2010, and put into effectAugust 16th, 2010.On August 16th, 2010 I notified Cardex/Pivotal Payments/Global Payments that Cardex/Pivotal Payments/Global Payments no longer had authorization to debit my account. On Sept 7th, 2010 Cardex/Pivotal Payments/Global Payments withdrew over $3,300.00, from my Bank account that they were strictly informed that they were to have NO FURTHER ACCESS. My bank manager agreed and my bank manager reversed the withdrawal immediately.Most if not all merchant Cedit Card processing firms accept a early termination fee of as low as $195.00, on average of $300.00 and as high as $500.00, not Pivotal Payments! I now take a barrage of daily harassing calls from Pivotal Payments Collections department. My latest obstacle has now become the equipment leasing company that Pivotal Payments use called; LFG. I was sold a Hypercom T4210 on a recommendation made by CARDEX [name removed] The Unit was to work over the Internet via TCP/IP base. It worked maybe one year, and then became almost a strict dial up machine, as it could not hold a “net” connection. The silver numeric coating on the number buttons started flaking off in less than a year. The numeric pad that I keyed in amounts was also the pad that clients would use to key in their PIN. Nearly every time I would pass the machine to the client it would power down and re boot. I would physically have to go to the “other” side of the counter and instruct the client to NOT MOVE the machine and then process their payment. The unit finally powered down for the final time and upon rebooting it just showed an error code and appears to have had it’s memory wiped clean, and is no longer functional, and then would no longer even power up. Just a dead machine.Every time I contacted Pivotal about the issues they said it is not their problem, but they could have a service technician there to look at it within a few days at a totally astronomical price.Thus far I have made 25 payments of $34.99 equaling roughly a total of $875.00. LFG is requesting in excess of $1500.00 for the early termination of the NON-Cancelable lease on a terminal that usually sells new for approximately $400.00.I have put a stop payment on LGF and have had the monies they have debited from my account reversed. LFG has contacted me and requested absurd amounts of money due to me canceling their NON-Cancelable lease. Even if I ship them back they’re broken down POS terminal the credit that LGF would be willing to give me is nominal.They are threatening me with legal action that would result in them seizing my assets and ruining my credit check.

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

    jack f

    welcome to the club and if you read carefully the contract ( which i sign without reading under the pressure of very clever salesman )you could not launch the class action against pivotal

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

    Karen Miller

    Ok after everything I have read I am contacting a lawyer as this MUST STOP NOW!

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

    Usama

    If they could get a zero rating they would get that. I too have problems with them. They are in clear violation of their contract. The charges are more than were signed with them. Also tagged on a hidden dialup fee of 3 cents per transaction on an IP (internet) machine. Stay away worst company ever. No support whatsoever just a run around. They keep on telling you they have fixed the issues until next months statement which is the same.

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

    Dalj

    Tangerine and Pivotal solutions are both not recommended by me, I have four of them at my four Subway restaurants. I am currently stuck with them after signing a 5 year contract. I was fooled by their attractive rates and their service is so poor that if you need to contact customer service via their phone line, it is almost impossible. I feel when someone picks up the phone. I have tried differnet times of the day to check if any particular time has more availability but got nowhere. Their hardware terminal Ingenico also has issues, their software is not stable at all. Their chip slot does not work, they have been trying to write a software update that would allow them to use this feature, that is available from other providers for many years now. I would never recommend them for any merchant processing solutions. I would rather pay a little higher processing fees and not worry about the downtime. I wish I stayed with previous solutions provider.

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

    Kosh

    Good news for anyone still suffering through a contract with Pivotal Payments:Finance minister Flaherty has given Visa, MasterCard and all the payment processors out there 120 days to implement some major changes to the way they deal with merchants.Of most interest to those stuck with a half-assed payment processor like Pivotal Payments or Monex, are new rules which will allow merchants to cancel their contracts WITHOUT PENALTY as soon as a provider attempts to modify contract rates, institute new fees, or introduce new features.Given that Pivotal Payments loves to increase rates and randomly introduce new 'compliance' fees throughout the year, merchants will have numerous opportunities to dump Pivotal and avoid their ridiculous 500$/terminal exit fee.So basically, if you are a merchant who can't take any more crap from Pivotal and are contemplating paying the termination fee to just to rid yourselves of them, you might consider holding off a few months. Once these new laws come into effect and Pivotal tries to screw you with yet another fee increase, you'll have a 'Get of Jail Free' card at your disposal!If you signed an equipment lease with LFG, I don't think the new law will cover that so you might be stuck paying that though.If you are still contemplating using Pivotal Payments for your business after reading all these negative comments, here are even more disgruntled customers:http://www.theswitchboards.com/forum/index.php?showtopic=30479

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

    Frank

    Want to pay $94 a month for NO Service at all?
    Then get involved with Pivotal payments. Why do they need a 3 year contract? Because [removed], ignorant CEO of Pivotal, knows very well as soon as you realize, what you got yourself into, you will want to run as fast as you can to get away from them. Lying to you by phone, but not backing it up via email, hidden charges, manipulative and misleading sales promotions. In an industry that is recognized as being pond scum, Pivotal is at the bottom. How would you like to pay $94 every month for 3 years? Just join up with [removed] and his gang of cut-throat, wheeler dealers. We do not process with them, yet they keep charging us $12 for a gateway they do not supply, $40 for a PCI scan that we do not need (we do NOT handle credit cards at all.), $10 for a PCI compliance fee, making it $50 a month for something we do not need. These liars might tell you that everyone needs to be PCI compliant, but they are exactly that. Liars. If you do not handle credit cards on your website, you do not need to be compliant. $7 for a statement fee that ONLY has their bogus charges, and finally a $25 minimum and these crooks just take this without asking because they have access to your account. So you need Credit card processor? Use Google and PayPal first as much as possible, because of all I have tried, they are the ONLY two that treat you with respect and have non-outrageous fees. Then for you own cards use anyone else before Choosing Pivotal Payment. The payments do not Pivot back and forth. They are all 1 way into Pivotal’s bank account. I will end on a positive note. Thanks GOD! we did not process with them. If you read that so called contract, it clearly would allow them to take the same amount of your money as if you continued to process with them for the entire 3-year period. In other words, sign here and own you!

    Be very careful with this shysters. If you do try and get out, they will certainly nail you for exactly what you paying them now for the entire 3 years. Make more complaints, lots of them and add your complaint to you website. The more people you can convince to avoid these people, the more money they loose. Who know, maybe that will actually figure out what ethical business practices actually mean.

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

    Carla Knudsen

    I have had the same problems. When I wanted to terminate my contract after a year and a half of poor service and crappy terminals, I asked the customer service rep if I would be charged a cancellation fee and was told no. Then, after terminating my service a month earlier than my request, they helped themselves to over $3600 from my bank account. When I called to inquire, I was told that this is a liquidation fee, which I was not advised of, otherwise I would’ve just stuck it out for another year and a half! Of course they don’t tell you because they can still get paid for providing no service (which is pretty much what I had anyway)! Still I am glad to be rid of them. A hard lesson to learn. I will never return to this company as a payment provider and would never recommend them to anyone!!

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

    Rob Ridley

    WE recently decided to stick with our existing processor. Here is the response we got from PP
    ————————
    Mr. & Mrs (deleted),

    I just wanted to take a second to thank you both for being an utter waste of my time. I didn’t know the knife making business was so lucrative it didn’t require cost management!

    Keep on truckin’ buds!

    [name removed]
    Sales Executive

    685 Cathcart, Suite 1000, Montréal, Québec, Canada H3B 1M7
    Tel: [number removed] Fax: 1 866 328-9201

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

    Brent

    I have the same problem as Mad Mike. After two months they jacked up my rates by 60-80%. Customer service is a joke and when I asked for a manager, I was told there were none!They said someone would get back to me within 5-10 business days. No one has called. Do not do business with this company under any circumstances. They operate like telemarketing scammers.

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

    Derek

    If any processing company raises rates within the contract timeframe without prior written notice, they violated the contract and it is now void. If they give you a hard time, tell them you’ll contact the Better Business Bureau for fraud since they legally cannot enforce a void contract.

    I’ve successfully switched several Pivotal customers over since they OFTEN change the rates like this without notice.

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

    Stephen Zhao

    I need help on how to stop the contract with Pivotal and LFG. They saying I will pay over thousand dollars to stop the contract. Contract with Pivotal is a nightmare.
    I signed 3 yrs contract, but now they saying 5yrs.

    I need help on how to do.

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

    Mad Mike

    I am in hell with pivotal at the moment. They are charging me fee that were never contracted. I call and when I get through to someone I was promised a refund for these inappropriate fees and that a manager will call back. The manager never calls back and I have to call many times again. I just got off the phone this morning with them to follow up and was told my requests were rejected!
    What requests! I just want my overcharges back. I hate the lease company. Pivotal are using Global to process with me. They are charging hidden fees and I can’t seem to get them back either.
    Stay away from this company! I left Elavon am am going to call and beg for their forgiveness.

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

    Marjorie

    We are 1 1/2 years into our contract with Pivotal and believe me the moment it expires we are gone. As stated previously, it is too costly to opt out now. We have had issues with errors on the CE Please try again – but it actually takes the transaction twice. I called once to see if they would credit the customers account but said they couldn’t & we would have to do it by cash. We are a small town & know all our customers; I shutter to think the mess in the big cities. They also suggested we call when we think there is an error but the customer usually does not like to be held up by the 20 minute or so wait time.
    I do not recommed them to anyone.

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

    The Merchant Maverick

    Marjorie,

    Thanks for the comment. Do you know which processor they set you up with? Most likely First Data or TSYS (Vital), and which payment gateway you were using? Usually Authorize.Net.

    Thanks again!

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

    Marjorie

    No, I know we process through Global Payments and lease the terminal through LFG. From what I’ve been reading, ending that contract will be scary as well. Wish we had never changed from Paymentec.

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

    Holly Moore

    Hello!

    I am a reporter at CBC and I would love to talk to you about your experience with this company.

    Can you give me a call?Thanks so much,

    Holly Moore
    204-788-3210
    holly.moore@cbc.ca

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

    Kurtis

    i tried to get a debit machine from this companyi had to call them repeatedly to find out anything as they never followed up.the customer service reps where not very useful and sometimes very rude.on average id be on hold 30-60 min before someone answered.i was charged an application fee, i was then denied for whatever reason, which they did not inform me.when i said id find another company to do business with i was charged a $500 cancellation feemanagers where non-existent and messages left for them were never returnedi recommend you find another company in which to deal with.

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

    The Merchant Maverick

    Thanks for the comment Kurtis! It’s always good to hear directly from a merchant who’s actually worked with this company. I’ll consider your review when updating. 🙂

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

    Dino Arsens

    I have been with pivotal for a year and it’s been a complete disaster. They have issues with double charges, for example the transaction will fail, and on the receipt it says please try again, and as you do, the initial charge though not at your terminal has actually gone through. Last January we had customers calling for multiple charges once for 12 times. Lately it has been happening on debit, at least once a day for a month. Supervisors never return calls and the contract is so one sided that one cannot afford to cancel. Beware, go with another company, I wish I never left Dejardins.

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

    The Merchant Maverick

    Dino,

    Thanks for the comment. Ya, you can see in my review that they’ve had issues with their terminals. I’ll definitely take your experience with them into consideration for the next review update.

    P.S. If you’d like to leave a rating, let me know. You should be able to edit a rating directly into your comment, but if you can’t, I’ll help you out.

    Best of luck to you.

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

    Dino Arsens

    I’m glad to see I’m not the only one having a hard time with pivotal. Since my comment my rates have gone up, when I call and ask for a manager, they state managers do not deal with that, and Im left with nothing.I don’t understand how a contract with certain rates and fees are stated and they can increase the fees or rates with no recourse from the merchant. I figure one more year and I’ll be able to afford the penalty and cancell on them. I’ll give them 0 stars, it a company that’s impossible to get answers from, thay dodge and weave like crooks.

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

    George D

    I am an independent company that market services for companies like pivotal. In fact I have been puting the finishing touches on a resellers contract as we speak. I am going to put the breaks on and address the complaints I’ve read here customer service and holding people accountable can are problems I can fix. But I don’t know how to fix crook! That is a harsh word to discribe any company. A lot of problems they have wouldn’t. effect my customers I can in house customer service. Lease financial group is a third party company that owns the lease because credit card companies sell the lease and get paid up front it’s not a bad deal to lease your equipment unless your sales rep was greedy and over charged you for to make a larger upfront commision and yes I think that makes thay rep a crook. I value the info thay busy merchants take the time to post. I think merchants don’t have the time to post this info unless they have had multiple problems. I was going to sign there agreement today your post has given me pause enough to ask one of the a long time friend recently hired uper manager some tough questions. I will also do more reasearch before my company name can be harmed by teaming up with them. If you want or need some strait answeres on what your real options are feel free to e-mail me. And no I won’t try to sell you any thing. Thank you for taking the time to post It’s inportant that independent bussiness owners keep each other informed. You can bet these type of problems wouldn’t happen to the chain or frachise business.

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

    West Coast Avenue, Inc

    Our merchant account is on hold and thus its funding for the past two weeks. I have pleaded many times with Pivotal Payments to release my funds but I only spoke to a machine. The representatives never call back or at least explain what is causing the funds to be on hold in your bank account. Perhaps this is part of their training that is conducted in their company. Or simply their management is not reaching out deep within. My company holds the least disputes for the past three years but no matter how many times I contacted your company the result is always the same “ message to a machine”
    their lack of communication and the hold on our funds are threatening to drive our company out of business, terminating the account with our distributors, bad reputation, bank fees and other business and personal losses.

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

    Lito P. Joseph

    You are not the only one. I been phoning them several times only machine answer me. Then on December 2011, I cancel their service. I leave the massages on their machine then a month later one of their employees return my call to verify of the canselation. Today, March 2,2012,Pivotal took $1365.00 into may account without my consent. I wasted no time I went to the bank ‘Royal back’ reported this unlawful transaction. I truly believed ‘Pivotal action took the money without my consent’ was unlawful. Now I’m waiting for the bank response…Business owner:lito

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

    Karen Miller

    I have had several issues with this company all with the same problems, double charges…terminals not working and the best is that if you cancel they charge your account with up thousands of dollars, they never return your calls for weeks and you cant even process payments for your company leaving you without payments…..DO NOT I REPEAT DO NOT SIGN UP WITH THIS COMPANY THEY RIPE YOU OFF AND ARE NOT TRUSTWORTHY…DO NOT THIS IS A WARNING TO EVERYONE DO NOT EVER SIGN UP WITH THIS COMPANY THIS IS STILL HAPPENING TODAY..NOVEMBER 12, 2010!

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

    Holly Moore

    Hey there,

    I am working on a story about Pivotal Payment. Can you call me? Thanks so much,

    Holly Moore
    CBC News
    204-788-3210

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

    Lita Yu

    I am so glad that someone is report the Pivotal scams. I have been with them since March 2009 and it has been a nightmare. All the promises they told me to get me sign on were lies.

    -The terminal suppose to be chip enable and it is not. And they charge additional fees for non-chip cards.
    -They increase fees whenever they want and I had to apply to get the lower fee back. Whenever they “lowered” the fees, they tried to sign me up for another 5 years!!!!!
    -We have trouble processing credit card transactions almost on a daily bases. Had to call them to confirm the transactions almost everyday!
    We have a book now full of the failed transactions slips.
    -In addition to the credit card discount fee, they charge us 10 cents for every Visa and Master card transactions.
    -After 3 years with them, they finally have a chip enabled terminal available. They said that it wouldn’t cost us anything to switch. Didn’t trust them. Called several people at Pivotal and found out that they would extend my terms by 3 more years!!!!! I refused the terminal. Will not stay with them for one day beyond my current term.
    -The only reason I haven’t switched to another company is I don’t want to pay thousands of dollars.
    -What a mistake to use Pivotal!!!

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

    Sarah Boyes

    I have not signed with Pivotal but they called me today under the name Charge National and the caller promised me they were in no way related to axxesspayments (which used a very aggressive sales technique and uses pivotal as well) and that they have a very good BBB rating (BBB never heard of charge national). I am a small business that really doesn’t have the income to warrant these services yet and they don’t take no for an answer. My list of ph#s on the wall to ignore is growing.
    This isn’t much input for you but it is one small business experience in trying to not fall in a trap while shopping around for services. They start acting like vultures.

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

    Gurdeep Hira

    I am in the process of buying a business, I told the existing owners that I will be finding my own merchant serivces as a result the owners called the Pivotal Payment to cancel the services, the owners were shocked to learn that there will be $ 10,000 cancellation fee. They do not know how to deal with this. I can provide you with owners email if there is some help. Thanks

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

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