There's alot of praise around for CDG Commerce as a merchant account service from their own people posting to forums & resellers getting lucrative referral fees touting their service.

The real scoop, however, is that we've seen CDG withhold funds past the time frame mentioned in their contract. We've seen them not respond to chargeback disputes (2 chargebacks in 6 mos. -both of which were fraudulant chargebacks) -and then use that as an excuse for holding funds. We've seen CDG Commerce not respond to emails on a timely basis & we've found it almost impossible to get a live person on the phone that can help.

Sad to hear, I hope some one from CDG commerce will respond you if they are in this board.

Well, this is certainly an unexpected post to start the morning with, especially given that I have no idea who you are. Since I don't see any open tickets whatsoever on any open risk matters, I'm going to politely assume that there is some kind of other ulterior motive for your mysterious 1 post here on the forum but nonetheless - let's go ahead and address your alleged items one by one:

1. Praise for CDGcommerce - yes, the global conspiracy is revealed! All of the many people on the Internet who have said very nice things about CDGcommerce over the years are really just part of our grand conspiracy to take over the world. It started with our secret base in Area 51 and now it has made its way to WHT.

Thinly veiled sarcasm aside, your comment on this is quite ridiculous. The reason why we have so many merchants consistently praising us over the years is quite simply because we work very hard to keep everyone happy. I give full credit to our dedicated team... they all care very much about us providing the best possible service in the merchant services industry and work hard every single day to try to achieve that goal for all of our merchants.

In addition, quite contrary to your slanderous remark in this regard, our "own people" do not sit around and praise CDG on forums - we spend our time supporting our merchants and leave the community to make their own judgements on our service and the overwhelming amount of praise has been unsolicited, albeit greatly appreciated.

Furthermore, our merchants do not benefit financially from saying good things about us on these forums. Just like I post good things about other vendors and companies that I like to work with, the same holds true for our own merchants. Contrary to what you may believe, people who are very happy with a service generally don't mind sharing their positive experiences with others.

2. Funds On Hold - this comment really intriques me. I have the complete RMS list in front of me and see no open tickets on any expressed concerns about us holding funds "beyond our contract" as that is quite simply not the case, it never has been and it never will be. We are actually one of the most liberal processors in the U.S. with respect to risk issues and so this comment is completely out of line with reality.

So perhaps if you would step out from the shadows of your newly minted "cdgproblems" username and identify yourself in some manner, we could better assist you - if you even are a merchant of ours in the first place which I'm honestly somewhat skeptical of at this point.

As numerous merchants can readily attest to over the years - we always handle risk management from a common sense perspective. The vast majority of any risk issues that pop up each month are handled within a matter of business days and just about anyone who has used another merchant processor and then switched to us can usually attest to the fact that we provide far more information than any other processor that I'm aware of in terms of risk issues.

Our MerchantPortal even lists out the real-time status of any account holds, amounts in reserve and the monthly chargeback ratios. If you have a question about anything related to chargebacks or risk, you can easily ticket our team to get an update and response.

3. Chargeback Disputes - as far as us "not responding" to chargebacks, the merchant is the entity that needs to respond since the merchant holds the necessary information to produce a successfull rebuttal so this comment on your part is nonsensical.

Further, our Chargeback Defender system makes it quite easy for all of our merchants to respond to any chargebacks. To my knowledge, we are the only merchant processor to proactively email our clients in the event of a chargeback and we have a staff member whose primary job is to ensure that all representments are handled as expediently as possible instead of just mailing a letter and wishing our merchants good luck.

4. Support Response Times - I just checked and our current response time on support tickets is averaing 0.60 hours (i.e. 36 minutes) and I don't even see many tickets at the moment. If you submitted a ticket or an e-mail and you feel that you haven't gotten a response, I'd suggest re-sending it or contacting us for assistance.

5. Live Person on Phone - I don't see how it can be "almost impossible" to get someone on the phone when our 888# has 24x7 coverage. Any time you call, even if it is 2AM off-peak or during the busiest time of the day, you'll either reach one of our primary support team members or our backup call center who will then create a support ticket for us to hop right on.

In closing... I'll again invite you to either identity yourself in some manner on this forum, since that is where you publicly posted your alleged grievances... or if you'd prefer not to do so publicly, then by all means use the many resources we provide to submit an inquiry to us so that we can respond to your questions or concerns.

Sad to hear, I hope some one from CDG commerce will respond you if they are in this board.
Having one post I think that most people will see thru this. It is just like people getting a new name to bad mouth a hosting company.

Plus he cannot really respond even if he knew the name all that well without breaking confidentiality. There are dozens of people on here that have said things about some companies that I represent but I cannot tell you the reason why their money was withheld etc. Most of the time, they were doing illegal things / selling things (adult services / child porn even) they should not be selling with their merchant account. I even went to bat for a few of these people in the past and I was proven wrong. It is very difficult to handle when things like this happen.

And usually this is the case with holdbacks etc. Before it is the merchant's money, it belongs to the merchant account processor (MAP). And before that, the acquiring bank. Before that, the issuing bank and before that, the consumer. Sorry to say, but the issuing bank knows it will get its money back from the acquiring bank and the acquiring bank knows it will get the money back from the MAP, but the MAP (knowing fully what happened usually) has this fear that it might not get its money back from the merchant in case fraud or something else is proven. So the MAP holds onto the money for security.

Maybe they did respond in an email and you never got it? Emails get lost from time to time.

Why am I posting - to hopefully exaplain it on a different level. Sure some people view me as a competitor but I totally see both points and unfortunately cdgproblems you can post your negative repsonse to let others know but Chris has his hands tied behind his back on a few things here. Things happen from time to time and yes, it is good to vent but the two small paragraphs did not contain too much information.

Plus it also just shows he is growiing. You can't please all the people all the time - I have tried and it is just way too stressful.

Corey Bryant I agree with you and cdgcommerce.

It really bothers me to see this type of thread. Unfortunately, we see these kamikaze-type one-post-wonders all too often here. Hiding behind the anonymity of a freshly squeezed username, making unsubstantiated accusations against a well respected company, then disappearing into the night never to be seen again.

The saving grace, IMO, is that (most) WHT members are intelligent enough to see through these cowardly attacks, and draw their own proper conclusions based on the big picture.

Vito

The saving grace, IMO, is that (most) WHT members are intelligent enough to see through these cowardly attacks,

What amazes me is the discussion volume and responses that this topic/category generate. I check for new posts every day because (to me) the changes in the e-industry have made these discussions more timely and informative.

We have been with CDGCommerce for one year now. During this past year we have experienced solid service, quick replies to questions, just a trouble-free year! We are not a reseller; we are a client using their services. Thank You CDGC!

Dimitri

We are currently considering CDGCommerce and this post will not affect the decision in any way, shape, or form. The only thing in our case that would affect the decision would be our own lack of volume and whether moving from a processor that takes people offsite (2CO - oops they are not a processor, yadda yadda) vs. one that doesn't (CDG) will actually increase confidence and help get more volume.

Either way, this thread will not affect our decision. I'll also add that I've received quick responses from live chat and email and it sounds like they've got the phones covered too.

We've used CDG commerce for some of our transactions for YEARS and processed upwards of $50,000 a month through them....with ZERO....that's right ZERO problems with them. I have eight years of experience with various merchant providers, some of which we're still with. CDG commerce has, by far, been the best in the industry to deal with.


--Tina

Oh where, oh where has the OP gone? Oh where, oh where could they be? :)

Keep up the good work, CDG.

CDGCommerce went over and beyond our expectations to get our account set up and properly configured.

I have nothing but the highest praise for this company. We also routinely refer our resellers to them, and our resellers often THANK us for sending them to such a great place.

:)

YOu think CDG screwed you? Try again. CDG has a pretty damn good reputation here on WHT, and even though I've yet to sit down and go through the application process again (first time was denied, my personal credit - beyond poor due to many reasons beyond my control), I'd use them in a heartbeat.

As others have said, one post, no proof whatsoever, my instinct is to go with cdg on this one. Their reputation is great around here , and they're always helpful in this area, when they can be :)

... sounds like they've got the phones covered too.

I think I've called phone support 3 times and never actually reached a person. It was either an answering service or voicemail message (this at 4:00 PM PST on a Thurs. which kind of surprised me.) Each time I chose to open a support ticket rather than leave a message so I don't know what the response time would have been. Maybe they offer phone support limited hours EST?

Sometimes responses to support tickets are lightning fast and efficient (gateway switch accomplished in an hour- whew!!!). My honest opinion: I think there's room for improvement at CDG support. Sometimes it seems like the only one who can really answer a technical question is Chris. I've been frustrated a few times that questions I've asked haven't been answered. My suggestion to CDG support would be to please actually read the question asked. ( I know it's a challenge, I have to provide customer support too and it's easy to quickly read a portion of the message and make a snap judgment as to what your customer needs in a hurry to just get it done.)

I have had quite a few issues since opening my account with CDG a few months ago. I think some of them have been due to my lack of experience (major leap from PayPal button to authorize.net integration through AIM!) and poor initial choice of gateway etc. I had hoped that the support provided through a merchant account would be more helpful if problems arose anywhere along the chain of elements in the process, not necessarily handholding, definitive answers, or instant solutions, just a bit less flailing about wondering where to look or who to call for a solution to a problem would be nice.

Even though I have often been frustrated, I will say in response to the opening post: I cannot imagine that CDG would do anything ethically or legally dubious.

I am not a customer of CDG as of right now, but I am planning on going with them once I am ready to make the move. Chris has always been a great help to me by answering the most stupid questions I have had. Plus he would go in much detail which he and his other staff did not have to do.

Plus he CDG does has great deals!

I just wanted to drop a quick note to thank everyone for the kind words & support in this thread.

I'd normally try to respond a little faster but just got back from 3 days in the hospital as my wife just gave birth to our first child - an 8 lb 12 oz baby boy - so we're all more than a little exhausted... but VERY happy as well. :)

Anyways, hope that everyone had a wonderful New Year and who knows - I may be posting at very odd hours over the coming weeks (months?) or so given the baby's schedule LOL.

Congratulations! Welcome to the club :) Sometimes it may seem incredibly overwhelming but there's nothing like it and nothing better. All the best to your son, wife and even tired ol' dad (been there, just hang on for a fun ride!)

There's alot of praise around for CDG Commerce as a merchant account service from their own people posting to forums & resellers getting lucrative referral fees touting their service.


Darn, sorry I missed this thread until now.

We are one of these companies, who resell US Merchant Accounts for CDGCommerce and always shower (baby shower - congrats :) ) CDGCommerce with attention.

Do we receive substantial commission cheques - certainly !! Would we stay with CDGCommerce if they didnt provide our customers with superior services, absolutely not !!

CDGCommerce is the 4th company we have tried to partner with to provide merchant accounts in the US. The first 3 lasted a total of 1 year (combined) - we have been a partner with CDGCommerce for over 18 months and have no intention of looking elsewhere - and for the record, there are companies providing more lucrative commissions for merchant accounts out there, but, end of the day, its customer service and support that matters - we have enough things to deal with, and managing service problems with merchant accounts is not one of them :)

Thanks CDG and congrats once again on the new family member !

In defense of the OP I applied for a merchant account with CDG Commerce and after sending the onslaught of paper work, they wanted a rolling reserve. I sell computer networking hardware and I have a credit score of 720, this shouldn't have been a problem. So I decided to cut out the middle man and went down to my local bank and opened a merchant account with them, and couldn't have been happier. The rates might be higher than with CDG but I can go down the street and talk to a person at the bank or give them a call. While I haven't had a chance to do business with CDG I didn't have such a good experience with their application process.

So I decided to cut out the middle man and went down to my local bank and opened a merchant account with them, and couldn't have been happier.Actually, a lot of times the banks are the middle man & that would explain why your discount rate is higher. Banks usually outsource this to merchant account providers (MAPs) because they are not in a position to be a MAP.

Some of the larger ones (like Chase / Wells Fargo) partner with First Data to provide merchant services as well and rely on quantity / volume.

The discount rate from the bank is 2.40% + $35/mo which is about what everyone else charges. I might save a few bucks if I really wanted to, but I couldn't have asked for better service so it really comes down to the old saying you get what you pay for and I would reccommend everyone who is looking for a merchant account at least look at your bank. One of the nice things is that I get my money super fast its usually the next day unless its amex.

I get my money within 24-48 hours actually with a 2.19% discount rate. I am happy with that and you are happy, so I guess that makes us even.

I would not recommend using a bank because sometimes banks will not distinguish between the merchant account and your checking account. One of my other businesses used a merchant account from our local bank. They closed our checking account and merchant account because we had too many chargebacks on that merchant account. Apperently, they decided that he was a bad risk. Luckily it only took us less than 24 hours to get a merchant account.

I'd definitely agree with Corey and thetopguy that banks are usually not the best bet when it comes to Internet merchant accounts. For a retail/swipe account, they are normally adequate as this is more in their realm of comfort.

However, it really doesn't cut out the "middleman" from the sense that very few banks - including virtually ALL local and community banks - outsource their processing to one of a number of ISO/MSP who specialize in "agent bank" programs.

Even some of the largest national banks - i.e. SunTrust and the like - outsource their credit card processing. The local branch office can get you setup but from that point on, you are actually using a different company.

Monkeywrencher, I'm not familiar with your application but I'm glad to hear that you are all set with your processing needs. Selecting a merchant provider that makes you comfortable is important and in your case - it sounds like your local bank is doing that.

As far as the need for a rolling reserve, it is actually quite rare with us and probably applies in only about 1% of our accounts. Normally, this becomes necessary if there is a merchant selling a very high ticket product and who is doesn't have a large financial reserve to cover any high ticket chargebacks or there are other concerns such as credit. (BTW - I'm not at all implying that any of this was the case for you - these are just some of the typical reasons for us wanting to get a reserve in those fairly rare instances when it is necessary)

. . . I'd normally try to respond a little faster but just got back from 3 days in the hospital as my wife just gave birth to our first child - an 8 lb 12 oz baby boy - so we're all more than a little exhausted... but VERY happy as well. :)
Congratulations to the parents!! :gthumb:

CDG is a very reputable outfit, accusations like that been leveled at them are not only unfair but highly untrue. It's just the norm for gutless people to try and knock you down when you are on top.

Keep up the good work CDG!

Hi,

We are considering CDG for our payment processing however we were quiet dissapointed when we initially rang them to find out some information.

The live help doesnt seem to work, and after calling we were told we have to leave a message and that they are like an answering service. This is abit worrying when all we wanted is some simple sales questions answered.

Hopefully we will get a call back soon.. mind you its been a while already ..

When did you call and what #? Please let me know as that should not be the case unless there is a problem with our phone system... our staff has been busy at work just like any other day. Thanks!

I got a call back and the info was provided to us.

Thank you.

Well, this is certainly an unexpected post to start the morning with, especially given that I have no idea who you are. Since I don't see any open tickets whatsoever on any open risk matters, I'm going to politely assume that there is some kind of other ulterior motive for your mysterious 1 post here on the forum but nonetheless - let's go ahead and address your alleged items one by one:

1. Praise for CDGcommerce - yes, the global conspiracy is revealed! All of the many people on the Internet who have said very nice things about CDGcommerce over the years are really just part of our grand conspiracy to take over the world. It started with our secret base in Area 51 and now it has made its way to WHT.

Thinly veiled sarcasm aside, your comment on this is quite ridiculous. The reason why we have so many merchants consistently praising us over the years is quite simply because we work very hard to keep everyone happy. I give full credit to our dedicated team... they all care very much about us providing the best possible service in the merchant services industry and work hard every single day to try to achieve that goal for all of our merchants.

In addition, quite contrary to your slanderous remark in this regard, our "own people" do not sit around and praise CDG on forums - we spend our time supporting our merchants and leave the community to make their own judgements on our service and the overwhelming amount of praise has been unsolicited, albeit greatly appreciated.

Furthermore, our merchants do not benefit financially from saying good things about us on these forums. Just like I post good things about other vendors and companies that I like to work with, the same holds true for our own merchants. Contrary to what you may believe, people who are very happy with a service generally don't mind sharing their positive experiences with others.

2. Funds On Hold - this comment really intriques me. I have the complete RMS list in front of me and see no open tickets on any expressed concerns about us holding funds "beyond our contract" as that is quite simply not the case, it never has been and it never will be. We are actually one of the most liberal processors in the U.S. with respect to risk issues and so this comment is completely out of line with reality.

So perhaps if you would step out from the shadows of your newly minted "cdgproblems" username and identify yourself in some manner, we could better assist you - if you even are a merchant of ours in the first place which I'm honestly somewhat skeptical of at this point.

As numerous merchants can readily attest to over the years - we always handle risk management from a common sense perspective. The vast majority of any risk issues that pop up each month are handled within a matter of business days and just about anyone who has used another merchant processor and then switched to us can usually attest to the fact that we provide far more information than any other processor that I'm aware of in terms of risk issues.

Our MerchantPortal even lists out the real-time status of any account holds, amounts in reserve and the monthly chargeback ratios. If you have a question about anything related to chargebacks or risk, you can easily ticket our team to get an update and response.

3. Chargeback Disputes - as far as us "not responding" to chargebacks, the merchant is the entity that needs to respond since the merchant holds the necessary information to produce a successfull rebuttal so this comment on your part is nonsensical.

Further, our Chargeback Defender system makes it quite easy for all of our merchants to respond to any chargebacks. To my knowledge, we are the only merchant processor to proactively email our clients in the event of a chargeback and we have a staff member whose primary job is to ensure that all representments are handled as expediently as possible instead of just mailing a letter and wishing our merchants good luck.

4. Support Response Times - I just checked and our current response time on support tickets is averaing 0.60 hours (i.e. 36 minutes) and I don't even see many tickets at the moment. If you submitted a ticket or an e-mail and you feel that you haven't gotten a response, I'd suggest re-sending it or contacting us for assistance.

5. Live Person on Phone - I don't see how it can be "almost impossible" to get someone on the phone when our 888# has 24x7 coverage. Any time you call, even if it is 2AM off-peak or during the busiest time of the day, you'll either reach one of our primary support team members or our backup call center who will then create a support ticket for us to hop right on.

In closing... I'll again invite you to either identity yourself in some manner on this forum, since that is where you publicly posted your alleged grievances... or if you'd prefer not to do so publicly, then by all means use the many resources we provide to submit an inquiry to us so that we can respond to your questions or concerns.

Great post, sir.

Most people don't understand that when a problem arrises it's usually due to either 1, they didn't read what they were suppose to do or 2, choose to ignore it.

I've seen this case happen a number of times.

Unfortunately for him, even if you had to withhold funds, it would be due to the level of risk brought to CDG and the business type that he chose to enter.

Some of the larger ones (like Chase / Wells Fargo) partner with First Data to provide merchant services as well and rely on quantity / volume.

Chase Paymentech, sir, and only 40% of business is placed with First Data. 60% of the business is e-commerce (MOTO too) based from their wholly owned platform in Salem. ;)