Complaints

This profile includes complaints for Global Payments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Global Payments, Inc.

  3550 Lenox Rd NE Ste 3000 Atlanta, GA 30326-4334

  
• 

  Heartland Payment Systems LLC

  1328 N Celestine St Post Falls, ID 83854-6915

• 

  Heartland Payment Systems, LLC

  316 S Olson St Kennewick, WA 99336

• 

  Heartland Payment Systems, LLC

  PO Box 1512 Pearl City, HI 96782-8512

• 

  Global Payments, Inc.

  2054 Westport Center Dr Saint Louis, MO 63146-3564

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Heartland/Global Payments in 2021. Everything was great until January 2024. They stopped sending me statements and did not tell me about multiple rate increases and stopped sending me statements. My business did basically the same revenue in 2023 as we did in 2024, but my fees in 2023 went from $17,000 to $33,000 in 2024. This made my business have a net loss and I didn't find out about it until my taxes were done. I called to see if they could offer a resolution, so they were able to offer me a paltry $1500 back "for them not notifying me of rate changes." My rate on my last statement was 8.4%. I'm not sure how these people can live with themselves doing this to hard working business owners and small businesses. This is on top of random monthly charges they never notify you about. The statements aren't detailed either. This is absolute unfiltered greed and no concern for the well-being of their clients.

  

  Business Response

  Date: 06/12/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Customer Information:
  DBA: CAPE FEAR JEWELERS
  MID: ***************
  Owner: ******* *****
  DBA Address:***************************************
  Daytime Phone: ************
  E-mail: *******************************
  
  Dear BBB Customer Relations Advocate,
  
  We appreciate the opportunity to respond to the concerns raised by our merchant regarding the recent fee changes and notification methods. 
  
  Our systems indicate a return to sender status for merchant statements from the postal service, resulting in their suppression. Complete statements are accessible via the MyAccount/infoCentral Portal; records show the merchant has maintained an active login status since 10/2024.
  
  The merchants provided an effective rate of 8.4% incorporating card brand fees along with Heartland fees. As noted on page two of their statement Global Payments does not manage card brand fees.
  
  In March, our client management team offered to return to the original rates of .60% and .10 cents with a loyalty credit of $1500. The merchant indicated that they needed time to consider. In April, we offered a revised rate reduction of .60% and .10 and increased the credit to $3000 contingent on a 1 year agreement. Following the transmission of the necessary paperwork, we received no response until the merchant requested to close the account. 
  
  While we understand the information we have advised the merchant is not something they agree with, we have been clear in the process to address their concerns and attempted several times to resolve the request. 

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2025, our small business was charged a $499 Technology Fee by our merchant services provider. This fee was automatically withdrawn from our business bank account without prior invoice or direct notice.After reviewing their February 2025 statement, we found language stating that merchants could object to the Technology Fee and terminate their agreement without penalty by providing written notice within 120 days of the statement that included the fee. We followed those instructions and submitted a written objection and termination well within the timeframe. However, the company refused to refund the $499 feeeven though our cancellation was directly related to the charge, as allowed by their own policy.Additionally, in March 2025, we discovered that total merchant fees deducted from our sales amounted to nearly 10% of our net salesa highly excessive and unsustainable rate for a small business. We raised this concern immediately with the company and explained how such fees were severely impacting our operations.The merchant representative, ***** *****, was dismissive of our concerns and declined to offer any resolution or refund. We believe these actions reflect deceptive billing practices and the exploitation of small businesses through unclear fees and refusal to honor stated policies.We are seeking a refund of the $499 Technology Fee and reporting this conduct as unfair, deceptive, and damaging to small businesses.

  

  Business Response

  Date: 06/05/2025

  Dear BBB Customer Relations Advocate, 
  
  As stated on the bottom of February statement:
  
  YOU MAY SEE A LINE ITEM FOR A ONE-TIME 2025 TECHNOLOGY *** OF $499.00 ON YOUR MARCH 2025 STATEMENT. THE *** WILL APPEAR ON YOUR MERCHANT STATEMENT AS "TECHNOLOGY ***". PLEASE REVIEW YOUR MERCHANT STATEMENT CAREFULLY TO MAKE CERTAIN YOU ARE AWARE OF ANY CHANGES AND CONTACT US WITH ANY QUESTIONS. 
  
  IF YOU OBJECT TO THIS ***, YOU MAY TERMINATE YOUR AGREEMENT WITHOUT PENALTY BY PROVIDING WRITTEN NOTICE IN ACCORDANCE WITH YOUR AGREEMENT WITHIN 120 DAYS OF THE DATE OF THE INVOICE CONTAINING THIS ***. AS A REMINDER, PLEASE NOTE THAT YOU MUST PROVIDE NOTICE OF ANY ERRORS, IMPROPER CHARGES OR OTHER ISSUES WITH YOUR MERCHANT STATEMENT WITHIN 30 DAYS OF THE DATE OF THE MERCHANT STATEMENT 
  
  The statement above doesnt guarantee a refund for the technology fee, this statement is stating that you may cancel your account without penalty if you are unhappy with the technology fee. In our terms and conditions it states that fees are subject to change or new fees could arise with a 30 day notice prior to being charged. I have included the verbiage and the sections in which this is stated in our terms and conditions; see below. 
  
  19.4. The fees for services set forth in this agreement may be adjusted to reflect increases, or new fees imposed by card organizations, including without limitation, interchange, assessments and other card organization fees, or to pass through increases or new fees charged to us by other persons related to the services. All such adjustments shall be your responsibility to pay and shall become effective upon the date any such change or addition is implemented by the applicable card organization or other person as specified in our notice to you. 
  
  19.5. Subject to Section 24.3, we may also increase our fees or add new fees for services for any reason at any time, by notifying you thirty (30) days prior to the effective date of any such change or addition. 
  
  Its important to review the terms and conditions prior to signing your agreement if you did not agree to these terms. Unfortunately, a $499 refund will not be issued as this Technology Fee is a valid fee that you were made aware of prior to it coming into effect. 
  

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Global Payments Deceptive Billing ********************* Fees I own *************************, a small business in ****. For over 10 years, I used Global Payments for credit card processing.Starting in early 2024, Global Payments began quietly increasing my processing fees through vague, non-specific statement notices. These notices did not clearly disclose the actual financial impact. As a result, my effective processing rate increased from under 4% to *****% by April 2025.For example, in April 2025, my business processed $209,789 in card sales and was charged $24,551 in processing feesan effective rate of *****%.Over the course of these hidden increases, I was overcharged by more than $80,000 compared to a fair market rate. When I raised my concerns, Global Payments admitted the rates were excessive and offered to lower my rate to under 3% going forward. Despite this, they refused to refund the overcharges already taken.I believe this is a clear case of deceptive billing and unfair trade practices. These gradual increases, buried in generic notices, were never properly explained or itemized.Desired Resolution:A refund of overcharged amounts.A review of Global Payments billing transparency.Clear, itemized fee disclosures for all clients.A public record of this complaint to warn other small businesses.Global Payments lack of transparency has caused significant financial harm to my business. I am filing this complaint to seek restitution and prevent further abuse of small business clients.

  

  Business Response

  Date: 06/03/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23335717
  Consumer Name: **** *****
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  We have come to a private resolution with this client to resolve his issue. Consider the matter resolved and closed.

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heartland more than doubled our rates without us knowing about it. They never confirmed we were notified. After the absurd $1960 upcharge we saw on our account, we stopped using their services. We attempted to contact them for a resolution and to have the charges backdated, and they wouldn't. This should be a crime. They are doing this to other customers too. We want our money back from the increased price rate that we had no idea took effect.

  

  Business Response

  Date: 06/03/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23335406
  Consumer Name: **** York
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for allowing us the opportunity to thoroughly review this account and the details surrounding the recent inquiry. We understand their concerns and appreciate this being brought to our attention. 
  

  As the merchant knows, our teams have been in contact with him via phone and email to discuss this matter in detail. Following a comprehensive review of the account history and the relevant information, we have determined that we are unable to process a credit or adjustment at this time. This decision aligns with the information previously communicated to the merchant.
  

  Regarding the inquiry about the Merchant Statement, our records confirm that the January 2025 statement was mailed to the address we have on file. We would like to specifically draw the attention to the Important Messages section on page 2 of that statement. This section presented in standard paragraph font, clearly outlines the update to this accounts processing fees, effective date of March 2025, and details the process for merchants to address any objections.
  

  Furthermore, our client management team has documented conversations with the merchant where an offer for a rate decrease and a loyalty credit for the amount of $1,917.62 was discussed. The merchant did not accept this offer due to the requirement of a contract extension as they were planning on going with another processor. 
  

  If **** has any further questions or requires further clarification on any of the information provided, please do not hesitate to contact our support team directly at ************. They are available to assist him further.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23335406
  
  I am rejecting this response because:   We never received the mail they sent. Maybe it got lost during the delivery. But it was never received at our address. The offer they made was a bribe, that had stipulations to it, including a contract to continue doing business with them after they have already lost our trust with negligence and poor customer service to resolve this issue!  The only offer that is acceptable in this situation is for them to return the over charges to us without any bribes or stipulations! We've been a client with them for years now and this is awful treatment!
  
  Sincerely,
  
  **** York

  

  Business Response

  Date: 06/10/2025

  Better Business Bureau Inc.
  Case Number: 23335406
  Customer Name: ***** (****) York
  Customer DBA: One Stop Auto Repair
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have further researched the account and have determined that unfortunately, this is the best we can offer. This refund does come with a term agreement, and the client refused to accept. They have already cancelled their Heartland account.  

  Thank you.
  
  Sincerely,
  **** *****
  Team Lead, Portfolio Management
  ************
  ********************************************

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23335406
  
  I am rejecting this response because: 

  we cancelled our account with Heartland because their treatment of us and many of their other customers is heartless! Even the heartland *** we spoke to on the phone informed us of how many customers are upset about the egregious fees and charges they experienced.  I am not satisfied with their Heartlands continued negligence. Many of their customers, including us, did not know we were paying an unfair price until we saw the bill. As soo. As the outrages bill came in, we called them immediately to have the additional unknown fees removed. ********* was unwilling to remove the fees as a stand alone offer of good customer service. Instead they demanded a new contract with us as a conditional requirement to offer good customer service. That is not good customer service!! It should be a crime to increase someones processing fee exponentially. Those fees are crippling for any business. I will be contacting an attorney next if ********* is unwilling to make this right. And I want this complaint to be publicized.

  
  Sincerely,
  
  **** York

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ********. My business name is Fallbrook ************* Lube business phone number is ************.I signed up with Mainstream Merchant Services on 01/28/2021. My sales *** told me there was no contract and no cancellation fee. **** bought out Mainstream and is the current owner of my merchant services account. My **** says TSYS right on it. I called to close my account and TSYS told me that I am in a never ending, automatically renewing contract. They did not tell me this and they did not send me any letter, email, or any other notification that my contract was auto renewing. After 4 years of doing business with ****, they are now trying to charge me a $350 cancellation fee because of some deceptive auto renewal. Terrible business practice and I refuse to pay this fee. My Merchant ID with TSYS is **************

  

  Business Response

  Date: 05/28/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23329261 
  Consumer Name: ****** ******** (Fallbrook Garage and Qwik) 
  Merchant ID number: **************
  

  Dear BBB Customer Relations Advocate,
  

  The merchant called last May 14, 2025 in order to close their account and was advised that there is a $350.00 early termination fee which the merchant did not agree with. 
  

  We are responding to the merchants complaint as they claim that when they signed up with Mainstream Merchant Services their sales representative advised them and also based on their knowledge that there is no contract needed and there is no cancellation fee. 
  

  Upon further review, we have obtained the signed merchant contract indicating that a $350.00 fee is to be charged if they decide to close the account. We reached out to the merchant, ****** ******** (owner) on May 27, 2025 through the phone number on file **********. We informed him that we have requested the copy of the contract to be sent out on their address, ************************************* to serve as their reference with a turnaround time of 5 business days.

  We have also offered to waive the $350.00. In the event that the merchant is charged despite waiving the fee, we have come to an agreement that he may contact us to request a refund. We will also monitor the account to proactively check on the charges and take action as needed. 
  
  Sincerely,
  Contact Center

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my account on April *********. I was told it would be cancelled within 4 days. I sent a letter for cancellation on April 21st 2025 and received confirmation. The account was still active which caused a charge to be applied which I had to refund. Had the account been cancelled as I was told it would be on April 24th 2025, this never would have happened. They still have not closed the account as of May ********* which will mean I am charged for another month.They also charged me a $499 fee for Technology upgrades and on the statement is stated if I cancel within 120 days of the charge there is no penalty. When requested a refund they stated it was NON-REFUNDABLE, yet there is nothing in writing stating that. This is the second time they have charged is hundreds in fees for their upgrades yet the features we see have not changed in over 8 years.

  

  Business Response

  Date: 05/21/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23324743
  Consumer Name: ***** *********
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  As outlined in the merchants cancellation confirmation email, cancellations submitted after the 5th day of the month or accounts with processing within that month are subject to that month's bill, hence why the merchant was charged after the cancellation request. 
  
  With regards to the account still not being closed, there are or were transactions being processed through the gateway which causes the account to remain open until there is a month of no transactions processed. If the merchant has recurring billing set up, they will need to turn off their recurring billing to prevent further transaction from processing. 
  
  As far as the Technology fee of $499.00, while it states that there would be no penalty if the account is closed within 120 days from the date of the date of the charge, that does not mean that the charge is refundable, just that there would be no cancellation penalties. 
  
  Regarding the statement that there is nothing in writing stating that the fee is not refundable, there is nothing in writing stating that the fee is refundable in the statement as well.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23324743
  
  I am rejecting this response because:

  I requested cancellation on April 20th 2025 and was told it would be within 4 days and billed for anything for monthly charges.  It was not cancelled and a rouge charge was processed which would not have been processed on May 1st had they cancelled the account as I requested which they did not do.

  The fee states nowhere that it is not refundable and as I cancelled the account, I will not be benefitting from this charge.  I was told by support they would send it for refund and I would hear back and I have not.

  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/27/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23324743
  Consumer Name: ***** *********
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  Our process allows a timeframe of 2-3 business days for cancellations to be handled. For cancellation requests towards the end of a month and/or when there is processing within the month of the cancellation request, the account must remain open month in order to finalize the billing.
  

  It is the merchant's responsibility to ensure they do not process, whether intentionally or otherwise, after the end of the month of the request for cancellation, to avoid further charges for subsequent month(s).
  

  As mentioned in our previous response, while there is nowhere stated there is nowhere on the statement that states the fee is refundable; as such, we are not refunding the technology fee. Upon checking, you were notified about this fee being nonrefundable on April 25, 2025, and on May 13, 2025, and were offered a courtesy refund of $122.50 as a goodwill gesture.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23324743
  
  While I great appreciate the goodwill credit, I have not been able to find anywhere on my statements where it is non-refundable.  Please provide my statement which states that.

  I also requested cancellation on the 20th and was told it would be cancelled within four days.  Had it been cancelled as stated the rouge transaction never would have been processed.  Please feel free to listen to the call on April 20th where your support tech stated this timeline.

  You can also see by the attached EMAIL it states until MONTHS END.  You processed a transaction AFTER months END since the account was not closed by the end of the month

  Accounts whose cancellation requests are received after the 5th business day of the month are responsible for the entire months fees and can process transactions until month end. Please note that if the account is used to process transactions at any point in the month, the monthly service fees will be applied.

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: Funds Withheld and Accounts Terminated Without Notice We are a licensed vehicle rental company in *******. We are formally reporting OpenEdge / Global Payments for terminating five business accounts without prior notice and withholding over $20,000 USD in processed sales, customer security deposits, and pending refunds.The justification appears to be related to chargebacks. However, we emphasize that our company has never lost a single chargeback dispute. All cases have been successfully resolved in our favor due to proper documentation and customer communication.Despite more than eight emails and multiple phone calls, the assigned risk investigator, Ms. **** ******* (CFCI), has provided no response, no formal explanation, and no support.The platform was blocked without access to reports or balances, severely harming our business operations and customer trust.We urgently request:Immediate release of all withheld funds A formal explanation of the account closures Temporary access to the dashboard for reconciliation A written response within 48 business hours If unresolved, we will pursue legal action and report to regulatory and public review platforms.We expect a professional and transparent resolution.******* ******* Facility Rent a Car

  

  Business Response

  Date: 05/14/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23288626 
  Consumer Name: 
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  The merchant account flagged for risk concerns through authorization activity, combined with chargebacks and collections items on the account which contractually qualified the business for termination. 
  

  The card brands do trigger reviews and monitoring programs based on the incoming chargeback and not based on whether or not a merchant wins. We in turn base off internal reviews on that same card brand regulation. 
  

  Per the merchant agreement in 10.1 the account the ********************** is still liable for funding any chargebacks that come in.

  Customer Answer

  Date: 05/15/2025

  Reclamao
  : ********
  
  Rejeito esta resposta porque:
  
  Dear BBB Client Relations Officer and Glogal Payments,
  Thank you for your response. However, we must respectfully state that the justification provided by Global Payments for the termination of our merchant accounts is unfounded and procedurally incorrect.
  Facility Rent a Car maintains a chargeback rate of less than 1.5%, and 100% of all disputes were resolved in our favor, based on valid contractual documentation, internal transaction logs, and client authorizations.
  Importantly, the accounts that were arbitrarily terminated and currently have withheld funds are not related to the accounts that received any chargebacks or disputes. These accounts belong to a separate company within our group, with different EINs, physical addresses, and business identifiers, and have never had any chargebacks, fraud alerts, or processing anomalies.
  Despite this, Global Payments applied a generalized and unjustified suspension affecting all accounts, without a case-by-case analysis, thus violating basic commercial fairness and contractual due process.
  Furthermore, even after the forced and arbitrary closure, Global Payments continues to charge fees and administrative costs to the inactive accounts, which is neither legally nor contractually supported, as these charges are not related to customer transactions or ********************** activity.
  It is also worth noting that this is not the first occurrence of such a misstep. A previous account termination was formally acknowledged as a mistake by a Global Payments representative, who reinstated the accounts and admitted the error in risk assessment.
  As a result of this most recent action, our business has suffered:
  Inability to refund security deposits to customers;
  Delays in receiving reimbursements from commercial partners;
  Blockage of funds essential for operational reconciliation of valid processed payments.
  In light of the above, we formally request:
  Immediate reassessment of the account termination;
  Release of all withheld funds without delay.
  Should this matter remain unresolved, we are prepared to take legal action in both ***************** and ******, including:
  Filing formal complaints with financial regulatory bodies;
  Initiating legal claims for operational and reputational damages;
  Seeking compensation for unlawful withholding of funds and contractual breach.
  We remain available to provide all necessary documentation to support our position and reaffirm our full compliance with legal and contractual obligations.
  Sincerely,
  Legal & Finance *******************start="2784" data-end="2787">Facility Rent a Car

  

  Business Response

  Date: 05/16/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23288626 
  Consumer Name: 
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  Please be advised The **** Dispute Monitoring Program VDMP thresholds begin at .75%  which start triggering compliance issues and potential fines. The chargeback activity on the accounts are at risk for triggering those programs. The card brands do not take the percentage of wins into consideration when evaluating chargeback percentages. They encourage merchants to take action to resolve disputes directly with their customers to prevent it having to get to the chargeback process. 
  

  That combined with prior collection issues and the ongoing chargeback activity does pose a financial risk for Global Payments. 
  

  All actions taken by Global Payments are contractually supported.
  

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21, 2025, one of my employees mistakenly entered a payment amount of $28,100,282.00 instead of $282.00 while processing a customer payment by phone. The system immediately rejected the transaction as an invalid amount it was never authorized, settled, or approved by any party.Despite this, I was charged a ************************ Fee of $2,107.52 on my monthly merchant statement. When I contacted TSYS, I was told this fee was imposed by **** at a rate of ******% of the attempted amount even though the transaction was never approved or completed. According to their assessment of the fee, had my employee inadvertently entered three more zeroes and submitted the amount of $28,100,282,000.00, we would be responsible for payment of a fee in the amount of $2,107,520.00 for one erroneous, failed transaction! It is my understanding that **** only assesses this fee on the AUTHORIZED amount. This transaction was never authorized, and you can see in my transaction list that this transaction was not assigned an authorization code.I have uploaded a statement from February 2025 which shows fees generated during a normal month and for March, the month of the transaction in question. If you look on page 2 under the heading "Summary of Card Fees," you will see a line for "DGT COM SRV FEE-VS." In February, I was charged $16.10 for a volume of $200,492.95. In March, I was charged $2124.08 for $186,972.13. The difference is due to the one transaction in question.I requested documentation supporting this fee under ****s rules or our merchant agreement, but **** has not provided any evidence that such a charge is appropriate for a declined or invalid transaction.While this transaction resulted in one exorbitant charge for my business, it is my belief that ****'s rule is being inappropriately assessed against all merchants' failed or declined transactions, resulting in systemic overcharging of fees.

  

  Business Response

  Date: 05/12/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23249328
  Consumer Name: ***** *********
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  Mr. ********* previously had an active account with TSYS that was closed March 6th, 2025. It is stated in our system notes that he decided to take his business to another processor. In reviewing Mr. ********** account with us, there were no transactions processed on March, 21st, 2025, and there are no previous transactions for $28,100,282.00.

  While we would be happy to look into anything that took place while Mr. ********* was processing with TSYS, this particular issue is not something that happened during that time. We outreached Mr. ********* and left a message providing this information. We wish him all the best in obtaining a resolution.
  

  Thank You,
  TSYS Contact Center

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23249328
  
  I am rejecting this response because:

  I do not believe that the business is looking at the correct account for my complaint.  I have attached the statement in question as well as a transaction report showing the declined transaction for $28,100,282.00.  I have had other accounts with this company, and I believe they are pulling the wrong one.  This one should be for merchant # ****************.

  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/17/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23249328
  Consumer Name: ***** *********
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  While we would love to be in a position to assist, merchant account ****************, as evidenced by the statement provided, is with Fortis Merchant Payments. More information about Fortis can be found at *********************************************. Fortis can be contacted at ************** for inquiries regarding customer service, terminal assistance, billing questions or supplies.  
  

  Our suggestion at this time would be to outreach Fortis and inquire as to how to go about getting these fees returned. It may take some time for them to recoup those funds and provide them to Mr. ********* since these are typically fees charged and retained by the card brand. That said, we can't speak to how this works at ******, only in a general sense. 
  

  We wish Mr ********* the best in getting this issue resolved in a timely and efficient manner.
  

  Thank You,
  TSYS Contact Center

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Global Payments (TSYS) has increased their rates from .10 that we had to .85 in November 2024 and again to 1.75 in March 2025. This is equivalent to thousands of dollars in increased merchant fees. Their notification of the last increase was issued in February of 2025 which allowed for termination of service within 30 days after the March statement. Thus, a business was forced to pay the additional fees for the month of March before ************** other words, since it was on the February statement, we didn't know they were increasing fees until transactions in March were already occurring under the increased rate.

  

  Business Response

  Date: 04/29/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23222240
  Consumer Name: ****** ****
  Merchant ID number: ***************** 5436845560066077
  

  Dear BBB Customer Relations Advocate,
  

  This complaint, filed by Mr. ***** states that Global Payments, notification of the last increase was issued in February of 2025 which allowed for termination of service within 30 days after the March statement. Thus, a business was forced to pay the additional fees for the month of March before terminating. In other words, since it was on the February statement, we didn't know they were increasing fees until transactions in March were already occurring under the increased rate.
  

  While we certainly do understand his feelings about the recent rate increase, this statement is incorrect. This merchants ******* billing statement for both accounts (received during the first week of February, 2025) states, Periodically we review credit card processing costs to account for, among other factors, cost increases, investment in new technologies and the maintenance of high service levels. This is to advise you that to this end and pursuant to your contract with us, you may notice new fees and/or changes in certain areas of your rates and fees effective March ******. Additional detail of the potential increases will be explained on your February 2025 statement. Please review your merchant statement carefully to make certain you are aware of any changes. If you object to these fees, you may terminate your agreement without penalty by providing written notice in accordance with your agreement within 30 days of the date of the statement containing this fee. As a reminder, please note that you must provide notice of any errors, improper changes or other issues with your merchant statement within 30 days of the date of the merchant statement. This statement was delivered well before the new rates went into effect.
  

  In addition to the statement message above, this merchant received his statement in the first week of March detailing the increases in fees. He could have given us a call at any time to close his account, and avoid additional fees, but waited until April 21st, 2025.  
  

  At this time, a billing adjustment is not forthcoming as ample notice was given that fees were increasing. We attempted to outreach Mr. **** and left a message with this information. 
  

  Sincerely,
  ***** ******
  Supervisor, Contact Center
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charged us for "Technology Fee" of $499.00 in March. The company states that the fee is allowed because there was a warning of the fee on the previous statement. The same thing happened in Oct. 2024. There was an "Infrastructure Fee" of $229.00. There was no mention of an upcoming fee on the Sept. statement. The statements are not delivered to me by **** or email. Since this is a credit card processing company they have direct access to my checking account. I want other businesses to know that ***** has the ability to charge their account with any fee "they" deem appropriate at any time with no recourse. I have called Cayan, and was told that the fee was not refundable with no explanation why the customer was paying outrageous, arbitrary fees for "Infrastructure Upgrades" or "Technology Fees." If this is not illegal, it should be.

  

  Business Response

  Date: 04/24/2025

  All communication regarding upcoming fees/rate changes with us or the major card brands will always be 30 to 60 days in advance, on the bottom of the statement. Your August 2024 statement is where we notified you of the upcoming one-time charge for the Infrastructure Upgrade Fee and mentioned that it would be applied to your October 2024 statement. See below the message that was on your August 2024 statement regarding the Infrastructure Upgrade Fee: 
  You may see a line item for a one-time 2024 Infrastructure Upgrade Fee of $229.00 on your October 2024 statement. The fee will appear on your merchant statement as 'Infrastructure Upgrade Fee'. Please review your merchant statement carefully to make certain you are aware of any changes and contact us with any questions. If you object to this fee, you may terminate your agreement without penalty by providing written notice in accordance with your agreement within 120 days of the date of the invoice containing this fee. As a reminder, please note that you must provide notice of any errors, improper charges or other issues with your merchant statement within 90 days of the date of the merchant statement. 
  

  Same goes for the one-time charge for the Technology Fee that was applied to your March 2025 statement, we notified you on the bottom of your February 2025 statement. See below the message that was on your February 2025 statement regarding the Technology Fee: 
  YOU MAY SEE A LINE ITEM FOR A ONE-TIME 2025 TECHNOLOGY *** OF $499.00 ON YOUR MARCH 2025 STATEMENT. THE *** WILL APPEAR ON YOUR MERCHANT STATEMENT AS "TECHNOLOGY ***". PLEASE REVIEW YOUR MERCHANT STATEMENT CAREFULLY TO MAKE CERTAIN YOU ARE AWARE OF ANY CHANGES AND CONTACT US WITH ANY QUESTIONS. IF YOU OBJECT TO THIS ***, YOU MAY TERMINATE YOUR AGREEMENT WITHOUT PENALTY BY PROVIDING WRITTEN NOTICE IN ACCORDANCE WITH YOUR AGREEMENT WITHIN 120 DAYS OF THE DATE OF THE INVOICE CONTAINING THIS ***. AS A REMINDER, PLEASE NOTE THAT YOU MUST PROVIDE NOTICE OF ANY ERRORS, IMPROPER CHARGES OR OTHER ISSUES WITH YOUR MERCHANT STATEMENT WITHIN 30 DAYS OF THE DATE OF THE MERCHANT STATEMENT. 
  

  In our terms and conditions, we mention that rates/fees are subject to change. See below the section that mentions it: 
  19.4. The fees for Services set forth in this Agreement may be adjusted to reflect increases, or new fees imposed by *****************s, including without limitation, interchange, assessments and other ***************** fees, or to pass through increases or new fees charged to us by other Persons related to the Services. All such adjustments shall be your responsibility to pay and shall become effective upon the date any such change or addition is
  implemented by the applicable ***************** or other Person as specified in our notice to you. 
  19.5. Subject to Section 24.3, we may also increase our fees or add new fees for Services for any reason at any time, by notifying you thirty (30) days prior to the effective date of any such change or addition 
  

  As mentioned in prior communications, these fees are non-refundable. Therefore, we will not be issuing a refund for the Infrastructure Upgrade Fee nor the Technology Fee.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23204930
  
  I am rejecting this response because: I have requested that "Global" supply me with the contract that I signed that has the words that they state are included in it. I have also requested that they supply me with the address to submit the cancellation of their services. I have received neither. I do not receive notice that the statements are available for download, and they are not sent to me via email or ***** I was offered a $150.00 "Courtesy Refund," but only if I stayed with them as a customer. I think everyone who checks the ******************** should be able to see that "Global" can, and will, charge whatever fees they want, whenever they want, as long as they "warn" you on the bottom of the previous statement, and there is no recourse for the consumer.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/01/2025

  Regarding MID: 930553111144010 
  

  Your request for your contract has been submitted to be sent over to you via email. I have provided below the address as to where your requests for a closure of an account would go to (also stated at the top of every statement): 
  

  Attention: **************;
  ********************************************;
  *********************;
  

  You may also call our customer service line to request a closure at ************. 
  

  Your statements are available at the beginning of each month for the previous processing month and those are available on the online portal (****************************************). If you would like those statements to be mailed to you physically, that can be requested through the customer support team for an additional $2.50 per month. 
  

  As far as the $150 courtesy refund, that can be honored through accepting the Client Satisfaction Offer. If that offer is something you would like to accept, please contact the customer support team and they can assist with steps following that in order to get the offer in place and the courtesy refund on your way.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23204930
  
  I am rejecting this response because: I am not satisfied with their response. I have not received the contract by email or otherwise. I would like other customers that check the company's standing on BBB to be able to see that this company assess fees that can be excessive at any time with no recourse to the customer. The company's standing with ******************** is A+. I disagree, and I would at least like my complaint to be available to potential customers who check ******************** when deciding to consider signing a contract with this company. I do not expect a response from the business as we disagree on a resolution. Thank you.
  
  ******* ****