Never seen such horrible customer service. When you call for help you they give you the run around and if you get someone to answer a question the answer is usually wrong. They even hung up on me several times while they were trying to find an answer. No matter what you do don't use them. read more

Do NOT use these guys, TERRIBLE They will not go out of there way to contact anyone... They will email you if there is an error on there account... They will not tell you the truth about your account information. I am tired of being on hold, hung up on between calls, explaining the same situation over and over to multiple service reps, and get no answers. Plus, there online system is so disorganized, no wonder there phones are always backed up 30 plus minutes. And forget talking to your sales rep, they will sign you up fast, and never hook up your equipment properly. We where left at a high ticket risk, which played a part in goofing up an account. The sales rep never gave the tutorial, and we had a huge fraud transaction come through our account. Yet, this is all our fault... Make sure you set your fraud meters, because nobody at Vantiv will even explain you have them... Horrible.... Also, we had funds deposit to the wrong account, and after multiple request, still could not get them to switch deposit accounts. My Recommendation? Anyone Else but Vantiv. If you are planning on taking cards, you will want a better online system, with reps who follow up and will help you. Seriously, there web based system is so bad, its funny... I even had reps telling me how bad it was over the phone. Peace Vantiv / Express / Or whover you guys go by now! On to bigger and better things - read more

The worst customer service I have ever been around or worked with. they make sure they get your money and will take you to the cleaners. Please stay away from them at all cost' read more

Hello, I had a small business and used Vantiv for processing. This is a warning, UNDER NO CIRCUMSTANCE use Vantiv. Vantiv uses an another merchant that is called Lease Finance Group out of New York. Lease Finance Group leases the credit card machine and when you sign up with Vantiv. With Vantiv you will be signing a 48 month lease for the credit card machine which cannot be canceled and will cost you THOUSANDS of dollars. In addition, the Customer service for Vantiv/ Lease Finance Group is Horrible. The salesman of course does not let you know you are signing up for this machine through another company during the the paperwork. Avoid being ripped off and do not do business with Vantiv or Lease Finance Group. The contract doesn't even go over all the terms and conditions of the lease for the credit card machine. DO NOT USE VANTIV/ LEASE FINANCE GROUP FOR YOUR CREDIT CARD PROCESSING AT ALL COST FELLOW BUSINESS OWNERS! Ohh and Lease Finance Group was sued for multi million dollar suit and lost for DECEIVING small business owners and withdrawing money AFTER their accounts were closed. Of course the salesman for Vantiv would not tell you this because they need their commission. You have been forewarned! read more

I signed up with Vantiv. The rep was very nice and assured me there was no long term contract, and that is was in fact month to month as the provider I was with at the time. I surveyed the contract but missed the very small print regarding the term. Then after they had to send me a different terminal because theirs was faulty, I was charged a re program fee. After a couple weeks of questionable practices I changed providers, and paid a $95.00 monthly fee as well as a $375.00 early term fee. read more

Highest rates in the market for credit card processing. Their pos system (epower) is not good for restaurants. 24 hours customer service is a joke, you have to leave a voice message and they will return the call couple hours later. They don't tell you all the additional services that are supposed to be included are extra charge (like quickbooks compatibility) once you sign a contract. You'll be better with first data, toast or touch bistro. read more

Same as noted by others. They (Agile Prepaid is the name of the company that is under the umbrella of Vantiv) charge you .40 when you call to check the balance of a prepaid card through Fifth Third Bank. I called the first time, balance was $100. I tried to use for $100 balance, but after .40 was deducted, the $100 payment would not go through. when I called to find out why, I was charged another .40. this company that has their pre-paid credit card company of Agile Prepaid, is not much different than a skimmer who tries to hack into someone's bank account...On the second call, the CSR said he would escalate and should be corrected with 2 business days. 2 weeks later nothing has been done to correct. time to move on and will never use this company again. read more

NOT GOOD AT ALL! This company a scam! Worst merchant company I have ever worked with. I have already closed my business. They are keep charging early termination fee even though it said there is not early termination fee on the contract. They refunded that $295. They charged me $295 again. Vantiv, you better stop charging me all these fees or I am getting a lawyer. I'm bored of calling you everyday! ENOUGH!!! read more

I can only reiterate the other reviews already posted. This company has the worst customer service. Trying to get a hold of anyone for technical support is ridiculous. I was told that someone would call me back and they never did. Calling again, I left messages and no one returned my call. Finally getting in touch with a technical support I was told that iIn order to cancel services, I needed to call Loyalty Department. Again, the wait time was ridiculous and no one ever answered or returned my call. I finally called technical support again and was told that to cancel the service, you need to fax them a written notice. That is now done and I fear I will have to watch to make sure this action has happened. Of course, their not answering the phone for 3 days, will put me into charges for December. I expressed my concerns to the customer service agent and asked to speak to a supervisor and she told me they were "all in a meeting." yikes! read more

Sadly, all other reviews are 100% spot on - this company has perhaps some of the WORST customer service out there! AVOID at all costs, if possible. Even consider different POS if the one you are considering mandates Vantiv. Every single interaction with them is painful and fruitless! Absolutely one of the most horrible companies ever to deal with. I feel as if I'm being held hostage, as my POS only offers CC processing through Vantiv (formerly Elements). It's so bad, I'm considering changing POS even though, otherwise they (the POS) are good. They love pointing the finger at everyone else, take no accountability. While I have spent countless hours on hold in the past, they do seem to have added more reps to reduce the hold time, few, if any are ever able to help, say they will look into issue and get back to you, but never do. Then, when you attempt to follow back around to get issue resolved. they avoid you like the plague! I repeat - do NOT use this company for any services EVER. You will live to regret it! read more

I had been a Vantiv/Mercury processing customer for about 2 years and decided to switch processors due to multiple reasons. One of the driving factors was poor implementation originally, poor customer service and high fees. I cancelled the account in writing and they slap me with a $495 cancellation fee, a violation of the contract. They will not even speak to me about the dispute but sent T&C's that were not the same I signed stating that I didnt give 30 days notice to cancel. This is completely incorrect, they are frauds, terrible to work with and would never consider Vantiv again. Everyone should stop working with such a pathetic company and force them out of the business. read more

Terrible company to work with!!! I was having trouble speaking to someone about fees going up AGAIN, and no one returned call until weeks later after it was time to decide before the new year to make a change. Wanted to charge $495 to cancel when they didn't respond to me reaching out to save the account. TERRIBLE! If you deal with this company, watch your FEES... they are constantly going up.. read more

I love Vantiv as our solution for merchant processing. They are the most secure network and are competitive with rates.

Horrible! Do not use this processor, I have been trying to cancel this account since 1/28/16 and still nothing (its 5/26/16 today) I sent in cancellation docs again on 5/11/16 I called today and they said sorry, we did not receive them. They typically charge my account around $20, but when I called in on 5/11/16, then they charged me $72.15. NEVER DO BUSINESS WITH THIS COMPANY! read more

I am taking my time out of my day to warn small company merchants to stay clear. Trying to reach these people on the phone is ridiculous. I have waited over an hour on many occasions, trying to find out why they are charging my account over what was quoted to me. These charges have been happening since Dec of 2015. I signed up with them in August of 2015. They have credited my account with some of the over charges, but not everything. When I signed up, the rep told me that I could cancel at any time with written notification. He showed me how he could make sure that I would have no problem cancelling. Last week, I tried to cancel since I got another large charge debited from my account. At this time, I decided enough is enough. When I called to ask them how to cancel, they gave me 2 numbers to fax a letter to and then I got a form from another rep. So, I sent a cancellation notice to ALL three numbers to ensure that my account is canceled. The very next day I received a call from a rep telling me that I have liquidated damages and I need to pay them $2,600, but they will settle for $1800. Oh, how sweet of them to offer me a settlement. People, please be aware of this company. Read the other reviews and shop elsewhere. Now I'm waiting for my original rep to clear this matter up. He is local and told me not to worry. I will send an update to reveal the outcome. UPDATE: As of August 1st, they are still tyring to get me to pay them $2600 and my rep is MIA. I have sent them a letter from my rep from June that states my account is closed and there will be no penalties, but 2 weeks ago a law firm called about this dispute and I had to send them the letter. They have not contacted me again, however, Vantiv continues to harass me about the liquidated damages. Back in June, when I first cancelled with Vantiv, I told my rep. about LD and he said he had never heard of this. So, if my rep, who is a regional rep for them has not hard of LD, how am I supposed to know about it? !Please, please, I am taking my time to warn you about what I've experienced...and what I'm still experiencing...yes, it's not over yet. Read this carefully, read the other reviews and make the right decision. read more

Terrible customer service. I called over 10 times, want they to correct 1099-k that they made wrong amount, instead, they asked me to call IRS to correct 1099-K, want me to bring the doc to IRS local office, are you kidding me? Did they ever hire someone who has a little bit knowledge about this kind of situation? They even sent two difference 1099-ks to me, one belongs to someone else, with same location, same amount, one belongs to me, which my business began at June, 2016, they report all amount from Jan-Dec, this situation still didn't resolve yet. I won't never use this credit card company. read more

So I got screwed by Vantiv. My customer thought he was charged twice by us on his CC. I looked it up and only one charge was there. His bank put in a chargeback for him and I replied with same answer, only one charge. I have two locations with different merchant numbers. This customer shopped at both stores on the same day and spent the exact amount of money. He the customer did not remember this. I kept getting the same inquiry from Merchant services to prove that I only got paid once on this particular merchant Number. It was ME who finally looked through the paper work on my other merchant number and discovered the same amount charged by the same customer. I copied these receipts and sent them into Merchant Services and I called twice and talked to reps there and told them. They supposedly were going to put a note in the file. Well it went to arbitration and of course I lost which I think always works that way, and Merchant Services charged me $500 on a $32.08 sale. I have been working with my customer who had called his bank and explained that yes he saw the two receipts and in fact did spend the money and actually owed this amount twice. His bank was suppose to take care of it, as at the time the arbitration had not gone through. I can't understand how this system cannot see the charges and tell what merchant I.D. they are from and what the batch numbers are. If they are different, then my God, obviously they are separate charges. This is a terrible company. Run, run fast if you are ever approached by any seller of merchant services run by Vantiv or now Worldpay. read more

WorldPay/Vantiv. Be very careful and watch your statements. They constantly sneak in additional charges to your statements. When trying to get in touch with customer service, wait times can be 110 minutes, 95 minutes and very frustrating. Depending on who you talk to you will be told different stories. One rep told me that the Onmishield Assure that showed up on my bill was mandatory while another rep told me it was not and put in a request to have it removed. The next month Breach Assistance showed up on my bill for the same amount. Also, I have a charge for Bizshield that I do not know what it is and did not ask for it. They were also charging me double for equipment program fees, they claim that we had a pin pad, which we do not. Another charge was for the Trustwave PCI Assist which they claimed Trustwave was charging me and would have to call them. I called them and they did not know anything about a charge. Another call to customer service for another case# to have it removed and get a refund. I now have 3 case #'s open and waiting for refunds. Which they claim refunds can take a while because they are backed up. Good luck with this company if you are stuck with them. read more

Vantiv/WorldPay are complete fraud! They withheld my last transaction of $900 and then withdrew the $900, claiming it was a charge back, so they now owe me $1,800 just from this one transaction.The claim was false, as I spoke to the customer who said they did not charge back and were pleased with the service. I have a 30 day, no questions asked refund policy so if they had not been happy they would have exercised that before any charge back. I can not access any reports on the site to see any information on the supposed charge back. I called and they said that the $900 was deposited. I told them it wasn't and I have the bank statement to prove it and they said that someone would have to call me back which they never did. They will not communicate and have now withdrawn a couple of more previous transactions. I have responded to every supposed charge back with full information and have had no response, and no funds returned. They are fraudulent is why they won't communicate. read more

RUN FROM THIS COMPANY. I noticed another review mentioned a lawsuit against them, there needs to be another one. I work at a small dental office that signed up after receiving info from one of their reps and him doing a breakdown showing how much money we could save. We could also try them out and cancel services if unhappy. We were unhappy immediately! Money wasn't deposited into our account for 3 days, not the 24 hours we were told. When we called, I held for 45 min first time, had to hang up due to other business at hand. Called next day, held for over an hour before someone came on the line and then they said they would look into it and call back. THEY NEVER DID. We have now been trying to cancel services for 2 months. I have numerous e-mails and phone calls to rep, Robert Rutz, that signed us up. He hasn't returned any of them even though we heard from him everyday when we were considering them. We finally got a different name/number for a manager with Vantiv and an e-mail was sent almost begging for help with our office hours being 8am-4pm Mon-Thurs, closed on Fridays. We have now received 2 call backs, one at 4:40 pm on a Wed. and the other one on a Friday morning. REALLY??? Like other reviewers, this company is a scam. We used our terminal for 2 days, the merchant fees were twice as much as the rep indicated our charges would be...and of course, they are pretending we don't exist and pretending like they are calling back by intentionally calling and leaving messages when the office is closed. Yep...looks like Arizona should consider a law suit as well! I have kept a copy of the pages of e-mails from the beginning and recorded messages with dates documented as well. read more

I have worked with Vantiv (Mercury Credit Card system) for over 8 eight and always had the best Customer Service and Pricing. I would recommend then to anybody looking for a great Credit Card processor. read more

We used to have Vantiv credit card processing system and we canceled it because of charges and lack of supports. first we sent cancelation form and did not hear from them about one month. we again contacted them and asked about cancelation. Vantiv told us to resend the form and told us it would take about fifteen days to cancel. we could not switch to an another company until they cancel it. After sending the second form they cancel the account next day (Friday evening) we contacted software provider NCR Sliver and they told us we have to wait until Monday. we lost money and customers because of inability use credit cards. Monday we contacted NCR sliver and they told us, that we could not switch to PNC bank credit card processor because there is a batch number has left to settle with Vantiv, even though our account with Vantiv has been canceled. They completely erased batch number after I called them. I resent credit onboarding form to NCR silver and waiting until NCR silver set up a new credit card processor. Meanwhile I am losing money and customers as well. Vantiv irresponsible manner caused me a lot. Please say no to Vantiv. read more

Customer Service is horrible! They gave us the wrong information which in turn made our customer unhappy and then had the nerve to label our company as combative, we are not combative, we are frustrated because customer service was not helpful!! read more

"I have no complaints about Vantiv at this point. We're rather new customers and initially had some questions about when payments clear but so far, we're satisfied and will call if we need anything." read more

Vantiv purchased Worldpay merchant processor in 2018. From day 1, their customer service was completely clueless if our accounts had been converted or not. Was told one location needed new hardware(it was the same hardware of our other locations used.) After about 4 hrs of dealing with customer service, they finally listened to me and gave me a different phone number for that terminal to call which fixed the problem with no new hardware being needed. Every call to customer support was an epic challenge getting them to understand and getting responses out of them. One call lasted 2 hours with the specialist putting me on hold then coming back saying she was working on the problem, that she had to talk to a different manager, had to talk to a different department, etc. She finally came back on and told me she couldn't find anyone that could answer my questions. I asked to speak to a manager, she sighed of frustration, I heard a clunk as the phone was laid down. I waited(not on hold) listening to her and the rest of the room for about 15 minutes before I heard her say "He still hasn't hung up." So I hung up and found a new processor. I started the cancellation of service with Vantiv on 09/25/2018. We weren't under any contracts, owned our own equipment, and had no outstanding balances with Vantiv or Worldpay. It is now 12/10/2018 and I am still trying to get them to stop billing us the base monthly charges and to get us our money back that they have charged us. read more

BEWARE!! I've had a credit card machine for 10 years. I switched to Nationwide Merchant Services (Evco) which apparently at some point became Vantiv, not that I was notified. In fact, I've never been notified by Vantiv except once to have me fill out a new W-9 as they said the IRS was saying my EIN didn't match. Come to find out, Vantiv entered the wrong EIN when they processed my 1099-K. I returned the W-9, didn't hear anything more from Vantiv, and then my deposits started being shorted 28%. Trying to reach Vantiv was near impossible but I finally reached them and was told the IRS had instructed them to take back up withholding. It took me 2 full months to get it resolved, and then I only knew it had been taken care of when my deposits returned to 100%. No communication from Vantiv. I'm told by the IRS I cannot get my money back until next year when I file my taxes. Every statement, I have some new charge. I had one chargeback for $120 in 10 years. After they debited my account the $120, I've been charged $5 per month "Chargeback Fee". To date, I 've paid $40 for one $120 chargeback! I tried to email them a letter explaining my situation but of course, there's no e-mail address to be found and you can forget calling customer service unless you have a few hours to spend while you're put on hold, transferred, put on hold, transferred, disconnected, start over, etc. I've been trying to cancel my contract with them but haven't succeeded so far. Today a certified letter is going in the mail. I certainly have better things to do with my time. There are MUCH better merchant services out there. (I've switch to Heartland and can't say enough good things about them). I highly recommend opening a new banking account and closing the account Vantiv has access to and stop them from taking whatever and whenever they want. Once they have your money, you'll never see it again. This it what I have done and I get great satisfaction each time my banker tells me they returned a charge to Vantiv stamped ACCOUNT CLOSED. read more

One of the few mistakes we made in our business was to choose Vantiv for processing. We had several issues with them from the start. My manager spent so many hours on hold with their so-called customer service that I finally had to tell him to stop calling, I can't afford to pay him for sitting on hold half the day! Perhaps this is Vantiv's plan...make you sit on hold until you hang up....problem solved. We finally were displeased to the point of cancelling and were not surprised to find that our original sales rep was so unhappy with the company herself, that she had quit. When we requested Vantiv to waive the early termination fees due to lack of support, they told us our complaints had no merit. They charged us a $500 cancellation fee....$295 for the cancellation fee and $205 for processing the $295 cancellation fee! There are good processing companies out there willing to help you....Vantiv is not one of them. read more

i switched to vantiv because my local bank used them as their processor for their cutomers. was promised 1.9% across the board on all processing. never did see that guarantee. this past month it was 3%. bunch of liars do not trust them. read more

I use their services through Fifth Third Bank. I transferred $300 from my bank account onto their prepaid card that they have through Fifth Third on 4/18/17. The transaction did not process due to the error on their behalf, but showed that it processed through the Fifth Third application. I contacted my bank regarding this issue and was told that they handle issues regarding the prepaid card. The bank representative contacted Vantiv on my behalf SEVERAL times within the last couple of weeks and was told that this issue would be escalated. The first time it was never escalated and after contacting them again the apologized and said that it would be. I was promised on two different occasions that my money would be put either back on my debit card through the bank or on the prepaid card through them. I was given one last promise that as of today 5/3/17 the money would be refunded back to me and it hasn't. I spoke with a supervisor who explained to me that he understood my frustration especially when living "pay check to pay check" and that was totally out of line! Bottom line I want my money back! read more