What is a customer service fee?
A monthly charge for access to the processor's support line. It bills whether you called that month or not, and it bills the same on accounts that never call at all.
From a merchant statement
Also billed as Service fee, Help desk fee.
Who charges it and why
The processor. Support for a service you already pay for is part of the service; carving it out as a separate line converts a basic obligation into a recurring revenue item. Some statements pair it with a statement fee and an account fee, three names for the same nothing.
What fair looks like
Fair looks like support included, full stop. You should never see a line item for the ability to ask questions about your own account.
Can you get rid of it
Ask for it to be removed; it has no cost story to defend itself with. A processor that insists on billing you for answering the phone is telling you how the rest of the statement was priced.
Back to the Statement Fee Decoder for every other line on your statement.
Frequently asked questions
What is a customer service fee?
A monthly charge for access to the processor's support line. It bills whether you called that month or not, and it bills the same on accounts that never call at all.
Who charges the customer service fee and why?
The processor. Support for a service you already pay for is part of the service; carving it out as a separate line converts a basic obligation into a recurring revenue item. Some statements pair it with a statement fee and an account fee, three names for the same nothing.
Can you get rid of a customer service fee?
Ask for it to be removed; it has no cost story to defend itself with. A processor that insists on billing you for answering the phone is telling you how the rest of the statement was priced.
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