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I am a small business and have an inquiry or complaint about my credit card merchant processing agreement - Financial Regulation

Effective October 1, 2019, Credit Card Processors are prohibited from assessing or charging a fee, fine, or penalty of more than $500 if a business entity cancels a “merchant processing agreement” before the expiration of the initial term. Additionally, Credit Card Processors may not assess a fee, fine, or penalty if a business entity terminates the merchant processing agreement after the expiration of the initial term (unless the parties enter into a separate renewal agreement). They must provide a copy of the agreement, in electronic or paper form, at the time of signing and must disclose the following information in their merchant processing agreements:

  • The amount of any early termination fee, fine penalty or liquidated damages that may be assessed before the expiration of the INITIAL term.
  • The expiration and renewal date of the agreement.
  • The customer service contact information including telephone number, mailing address and email address.

The Commissioner of Financial Regulation is authorized to investigate any complaints received and to use any of the investigative and enforcement powers granted under Title 2, Subtitle 1 of the Financial Institutions Article. The law applies only to business entities that employ less than 50 employees or that generate less than $2 million in credit card or electronic commerce transactions annually and has no effect on merchant processing agreements entered into or renewed before the effective date.

Should you have a complaint about your Credit Card Processor, we suggest that you first contact them to try to resolve the matter. If you are unable to resolve your issue, you may file a complaint using our Consumer Complaint Form. Please ensure that you check the “Other” category and type “Credit Card Processor” in the “What Is Your Complaint About?” section on Page 5 of the form.

File a Complaint

Formulario de queja

Deliver your completed complaint by one of the following means:

BY E-MAIL: (Please include your letter/complaint form with any and all relevant documentation.)

Commissioner of Financial Regulation
500 N. Calvert Street, Suite 402
Baltimore, MD 21202
Attention: Consumer Services Unit

IN-PERSON: You can also walk into our Calvert Street offices at the address provided above, Monday through Friday from 9:00 a.m. - 4:00 p.m.

BY FACSIMILE (FAX): 410-333-3866 (Note: Please mark your fax to the attention of the Consumer Services Unit)

Should you have any questions regarding the Commissioner’s complaint resolution process or a complaint you have filed with this office, please do not hesitate to contact the Consumer Services Unit at 410-230-6077.