Considering going to Payment Express

We are currently in the process of switching from Vantiv/Element/Worldpay to Payment Express.  My boss got tired of the appalling customer service with Vantiv and since the upgrade we've been having multiple transactions (for the same card) process on a regular basis.  Getting those fixed via customer service instead of waiting for the customer to initiate a chargeback has been impossible.  So, in a couple of months, I can give you an update on how the conversion went and if it's making any difference.

Sadly...the double transactions are happening with Payment Express too. I've been less than impressed with Payment Express customer service. It usually takes 1-2 days to get an email response since their support is based outside The US. We had a heck of a time getting EMV devices setup with them (literally months of time) with lots of back and forth and finger pointing. I don't think either of the processors are very good. Unfortunately, they are the only options we have in The US with Tessitura. I think, like everything, some people have good experiences with Payment Express. We have not been one of those organizations.

Sadly...the double transactions are happening with Payment Express too. I've been less than impressed with Payment Express customer service. It usually takes 1-2 days to get an email response since their support is based outside The US. We had a heck of a time getting EMV devices setup with them (literally months of time) with lots of back and forth and finger pointing. I don't think either of the processors are very good. Unfortunately, they are the only options we have in The US with Tessitura. I think, like everything, some people have good experiences with Payment Express. We have not been one of those organizations.

Ugh.  I hope that's not our experience, although a 1-2 day email response would be a huge improvement over no response AT ALL.  We are also working with Solupay as our merchant services provider, and our contact there assures us that she will handle any issues that we have with individual payments.  She has been extremely responsive in the process of setting up our transfer, so hopefully that will continue after the deal is complete. So far everything has gone rather smoothly, our EMV devices arrive this week, and I think it's been less than a month since we made the decision to switch and less than two weeks since all the applications were submitted.  Fingers crossed that our experience continues to be positive.