Frequently Asked Questions > Maintaining Your Merchant Account

BankCard USA strives to achieve and maintain a positive relationship with our customers by providing several methods of reporting as well as easy access to information and to our staff. The following information is provided to you in an effort to answer some of the most frequently asked questions regarding maintaining your BankCard USA merchant account. Additional BankCard USA publications address chargebacks and retrieval requests, proper processing of transactions, discount rate qualifications and reading your monthly processing statement. All requests for changes to your merchant account must be made in writing and signed for by the account principal that signed the original merchant application and agreement. All
requests must also include the business name and the BankCard USA merchant account number. Please feel free to contact our Customer Service Department at 1-800-589-8200 with any additional questions you may have regarding your BankCard USA merchant account.

How do I change my address and/or telephone number?

Complete the ADDRESS/PHONE/FAX CHANGE REQUEST FORM with all required information. You may obtain this form here.  Fax the completed form to the Data Processing Department at 818-889-9562. The change will be completed upon receipt within three (3) business days.

How do I change the checking account information that is linked to my BankCard USA merchant account?

It is extremely important to notify BankCard USA immediately upon any change in the checking account that is linked to your BankCard USA merchant account. Failure to notify BankCard USA may result in the delayed deposit of funds to your checking account.  Complete the BANK ACCOUNT NUMBER FOR ACH DEBITS/CREDITS CHANGE REQUEST FORM with all required information. You may obtain this form here. A voided check from the new account must be provided with the change request. Fax the completed form and voided check to the Data
Processing Department at 818-889-9562.

The original checking account should be left open with funds available during the transition to the new account.  The charge for this particular service is $25.00 per bank account change request. This payment MUST be received before your account information can be changed.

How do I start accepting American Express, Discover, Diners Club, or JCB cards?

A merchant processing account number must first be obtained prior to contacting BankCard USA for the activation. Contact your Sales Representative for assistance or contact the
associations directly at the phone numbers listed below:

American Express (800) 528-5200
Discover (800) 347-6673
Diners Club (800) 525-7376
Japanese Credit Bureau (JCB) (800) 366-4522

Complete the CARD TYPE ADDITION REQUEST FORM with all required information.  You may obtain this form here.  Fax the completed form to the Data Processing Department at 818-889-9562. The change will be completed upon receipt within three (3) business days. You must also ensure that your processing equipment is set up to accept the additional card type(s). Most terminals will not require additional programming to be completed, as they are already capable of processing all card types. Some software programs may require you to activate the additional card type(s) under the Set-Up option.

How do I change my business name and/or the description of my business appearing on my customers’ billing statements?

If there is a change in the business name and/or the DBA, either the Fictitious Name filing statement or the Articles of  Incorporation must be provided to BankCard USA to change the name on the merchant account. All non-face-to-face merchants automatically have the Customer Service telephone number appearing on the cardholder’s statement. This is done to prompt the customers to contact the merchant directly when questioning a transaction and avoid a chargeback. To add a Customer Service telephone number to a retail merchant account, the request must be submitted in writing with the telephone number to be added.

How do I increase my processing limits?

This request must be submitted in writing with the new requested average ticket amount and average monthly volume amount. The reason for the increase in processing must also be included in the request and sent to the attention of the Underwriting Department. The BankCard USA Underwriting Department will review the request and the merchant account for approval.

How do I change the ownership information if I’ve recently acquired or sold the business?

The new owner must complete a new application and agreement. Contact your Sales Representative for assistance. If you are unable to contact your Sales Representative, you may contact BankCard USA directly at 1-800-589-8200 and request to speak to a Marketing Representative.

How do I know what has been deposited into and/or deducted from my checking account by BankCard USA?

This information is available on your merchant statement. The monthly processing statement is mailed the first week of each month for preceding month’s activity. If you have additional questions please call 1-800-589-8200.