Tag Archives: merchant services providers

Discover To Pay $200 Million For Deceptive Practices

Today the Official Merchant Services Blog will investigate the more than $200 million dollar fine that the U.S. Government issued on Discover Bank. The Federal Deposit Insurance Corp. (FDIC) and Consumer Finance Protection Bureau (CFPB) have ordered Discover to refund approximately $200 million to more than 3.5 million of its customers, as well as pay a $14 million civil penalty to the government. The order comes after the FDIC began investigating Discover last year for deceptive telemarketing practices and sales tactics used to sell consumers various credit card products, such as payment protection, credit score tracking, identity theft and wallet protection.

Consumers reported that these telemarketers would downplay key words during the calls and also used scripts that misled the customer about whether they would actually be paying for the product.  Some Discover customers thought the products were free because of the use of such words as “benefits.”

Some consumers asked for reading material on the products before purchasing them, however they found themselves being billed for the products before receiving the materials.  Some customers were even fully enrolled in the programs without permission, according to the FDIC and the CFPB.

The telemarketers also did not disclose eligibility requirements for certain payment protection benefits, such as exclusions for pre-existing medical conditions and certain employment limitations. Discover is not only required to pay the refunds and civil penalty, but also must make changes to its telemarketing strategies for the products involved.  The company must submit a compliance plan to the CFPB and FDIC for approval.

“Discover has worked hard over the past decade or so to reinvent its brand into one of a first class credit card,” David Johnson, principal with Strategic Vision, (Discover’s PR Company) told CRM Buyer. “This is not something consumers are likely to forget. It will become part of the Discover narrative.”

Unfortunately for Discover, I’m inclined to agree. This is not a story that is going to go away any time soon and we will be on top of any updates or appeals. While on the topic of Discover however, I find it necessary to remind our reader base and all merchants that the ‘Add Discover On Discover’ program is ending in the coming months, and you should know when you will start being charged for the service.  The program started back in 2011, and offered free Discover card processing to customers who could show they had not taken Discover cards for at least six months.  In this way, the program really targeted non-Discover Card merchants and was a strong effort to increase the usage of Discover in retail outlets.

Here’s a quick reference chart for the schedule:

Host Merchant Services chart for Discover reinstatement schedule of Interchange Fees

Host Merchant Services continues to adhere to its customer service philosophy of transparency and education. We do not want any merchants confused or unaware of the fees they are charged on their statements. If you have any questions about this program or Interchange and its rates, please contact us.

Are Smartphones the Credit Cards of the Future?

Credit card processing will continue to evolve over the next generation, according to a prominent consultant with deep roots in the industry. And, inevitably, merchants who accept plastic will need to keep pace with the changes, working with their merchant services providers to stay on top of new technology.

Jerome Svigals — known as the “father of the credit card” for his work engineering the magnetic stripe technology on which it is based — predicts that within a decade high-end mobile phones (smartphones) will supersede plastic as the primary payments vehicle.

“Banks have got to start thinking ahead for this transition period,” the former IBM project manager told American Banker magazine recently. “If they don’t, they are going to be left with a set-up that will not be useful in this new environment.”

In his report “Retail Bank 2020: A Roadmap for the Future”, Svigals maintains that the U.S. retail banking industry will evolve to have three supporting pillars: smartphones, the Internet and intelligent banking applications. The Internet, he says, will become the primary banking channel, with smartphones elevated to the channel of choice for transferring funds, opening accounts and applying for loans.

Approximately 35% of today’s bank transactions take place at teller stations; Svigals’ predicts that number will shrink to 15% by 2020 and 5% by 2029. The shift to the Internet will result in 55% of transactions, 50% of service requests and 45% of sales being initiated online by the end of the decade; in 20 years, 80% of all transactions will be Web based.

The technology exists to make smartphones the rulers of the banking universe. Earlier this summer, PayPal demonstrated its new phone-to-phone payment mechanism that uses NFC (near field communications) radio technology that will be built into future handsets. The video showed two users exchanging funds by merely touching their phones together.

Meanwhile, AT&T, Verizon Wireless, and T-Mobile are partnering to develop a mobile payment system that works with smartphones. Businessweek says such a system would “turbocharge mobile payments in the U.S.”

With cash and checks steadily falling in popularity with U.S. consumers, non-cash alternatives like credit/debit cards and electronic payments already account for more than half of all their purchases, according to the industry newsletter The Nilson Report. Additionally, more than half of U.S. consumers — and close to 80% of those in the 18-to-34 age bracket coveted by retailers — will rely on mobile financial services within five years, according to Boston consulting firm Mercatus. These statistics appear to support the idea that smartphones will replace credit cards for a majority of consumers in the near future.

Of course, in the near term the transition from credit cards to smartphones for financial transactions may resemble a see-saw: Consumers holding off on adopting mobile payments until enough merchants accept them, and merchants delaying implementation until enough consumers demand it. But the trend seems clear. Smartphone owners, start your engines!

The Durbin Amendment is big news right now for merchant services providers

The Countdown Begins

Host Merchant Services has been ahead of the curve on the Durbin Amendment, and its impact on the merchant services industry. The amendment takes effect on October 1, 2011. Between now and then The Official Merchant Services Blog is going to link to and analyze a new article from an outside source that discusses the changes brought on by the Durbin Amendment as well as how those changes affect Merchant Services Providers and their customers.

The first article we look at was published by The Green Bay Press Gazette. You’ll find that quite a few of the articles delving into these changes are predicting that consumers will not benefit from the legislation, despite the fact that consumers were specifically cited as the catalyst for this reform. And that’s also what Host Merchant Services predicted with its Durbin Amendment Analysis.

As the Gazette article states:

“Consumers, who are supposed to be protected by the new cap, might not be happy either if banks impose other fees to make up for the lost income.”

The Gazette provides some compelling statistics as the reason for the consumer consternation over the upcoming changes. Specifically noting that initially the Durbin Amendment was supposed to cap swipe fees Continue reading →