Complaints

This profile includes complaints for Heartland Payment Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Heartland Payment Systems, LLC has 106 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Heartland Payment Systems, LLC

  616 N Broadway Ave Oklahoma City, OK 73102

• 

  Heartland Payment Systems, LLC

  300 Carnegie Ctr Princeton, NJ 08540-6249

• 

  Heartland Payment Systems

  16800 W Greenfield Ave #119 Brookfield, WI 53005

• 

  Heartland Payment Systems, LLC

  307 S Union Ave Roswell, NM 88203-2939

• 

  Heartland Payment Systems, LLC

  5807 91ST Lubbock, TX 79424

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:06/30/2025

  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.

  I have been with Heartland for @4 years now and everything was going great. I was processing Credit Cards through them. Well I then looked on my bank statement and my rates JUMPED @300-400% with NO notification. As an example in February I processed at a rate of @3%, My rep told me that she was requesting a "rate adjustment" in which, I was told, I would be refunded $435.00 in my next statement??. I have not see that yet. In April I processed TWICE as much but my rate went to @10%. I called Heartland and my rep said she me she told Heartland, they were raising rates to much. I got a call from Heartland in which I was told I would be issued a credit of $3000.00 if I signed a contract. Tell me why I should trust them now. So in summary where I would normally be charged @ $1200, I was charged @$6600.00. For a small business this is a devastating amount.
  Please let me know if you need bank statements...

  Business Response

  Date: 07/02/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: *** *******
  Customer DBA: THE INN OF ESCALANTE
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above-referenced case. We have researched the account and verified that the merchant received the price increase notification in their February and March statement that the transaction fees will change. The merchant had already received a call from our retention department offering them a much lower rate and a loyalty credit amount of $3000, but the merchant refused to accept the offer. According to retention department notes:
  
  “Informed merchant of lowered rates that took place on 6/11. Merchant is very upset that his rates were raised. I originally tried working with the RM in March to lower this merchants pricing but RM went silent until early June. This merchant said if we don't offer a refund he will leave. I offered a $3,000 ** with a 12 month term and he kept repeating that if I'm not going to offer a refund, then don't offer a refund and he will leave. I explained again that I was offering a $3,000 ** and he said he refused to sign for 12 months, would just switch processors, and abruptly hung up.” 
  
  Should Mr. Mansell have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  

  Sincerely,
  ******** ****** ******
  ************
  Escalation Support / Advisor

  Customer Answer

  Date: 07/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  When I went onto "Gateway" my Rep. Melody stated that she was going to seek a rate reduction, NO mention that my rates were increased.. NO rate increase and by how much was ever discussed either by talking with my Rep or e-mail. She stated to me that she "thought" rates might be going up a little  and she would seek a rate reduction. NO RATE INCREASE "%" was mentioned. After talking with the Heartland people who did the rate increases she stated to me that I would be receiving a refund of @$440(??) and it would be in my next statement. I was never credited with that amount.. NO ONE ever mentioned a 300%-500% rate increase, NEVER!!, or I would have changed immediately. A loyalty "$3000" credit if I signer a contract for 1-year is ridiculous at it's finest especially since I researched processors and EVERYONE, with out exception said no contract needed to be signed. Did I hang up?? You bet I did. Talk about loyalty gone wrong. I am going to file as many complaints as possible as I can see maybe a 1% or 2% increase but from @3% to @12% is totally wrong. I am going to file a complaint with The Consumer Financial Protection Bureau as NO notice of any increase was give and by such a large "%" is totally wrong on all fronts  
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 07/09/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: *** *******
  Customer DBA: THE INN OF ESCALANTE
  MID Number: ***************
  
  Dear BBB Customer Relations Advocate,
  
  Thank you for your inquiry into the above-referenced case. We have researched the account and verified that the merchant received a refund of $499 for the technology upgrade fee, and it was seen on the statement of June. All changes and increases in the account have been advised to the merchant 2 months before the charges via statement under the important message. The account is not actively processing as per process, we cannot send another request for rate review on the account. 
  
  Should *** ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  

  Sincerely,
  ******** ****** ******
  ************
  Escalation Support / Advisor

• Initial Complaint

  Date:06/19/2025

  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.

  We , at garden fresh of Inkster, a grocery store. Hired heartland / pc America for our cash register/ inventory management system. With a service contract. We paid all of the dues for the system. However, after installation, they denied us service, they don’t answer phone calls or dealer ( ****, *****) promise service time and they don’t show up and don’t return phone calls.
  It has caused our business hardship and losses.

  Business Response

  Date: 06/23/2025

  Global Payments, Inc.
  **** ***** ** **
  Atlanta, GA 30326
  
  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ****** *****
  Customer DBA: ***** ********
  
  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have researched the account and have tried pulling up the account using a different type of method, but it doesn't show any account. We reached out to the cash register team as well and couldn't find any account as it was a dealer support only, which is **** ******* at *** ********. 

  We talked to ****, and he stated that he spoke with Mr. ***** and after they installed the PC America system, they did not like it and decided to switch companies, so **** immediately canceled their account and mentioned that Mr. ***** is no longer paying for licenses and any server. We suggest **** give Mr. ***** a call, which he did after we hung up.
  

  Should Mr. ***** has any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided our contact information below.
  

  Sincerely,
  Escalations Team
  *** ********

• Initial Complaint

  Date:06/16/2025

  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.

  Heartland will not let me cancel my service. I canceled it with them on March and they still bill me every month for a minimum monthly fee. They said the cancelation is in process. It has been in process for 2 months.

  Business Response

  Date: 06/16/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  *************
  
  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ***** ******
  Customer DBA: ****** *******
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. I have researched the account and can confirm a close request was submitted on March 28, 2025. I reached out to the attrition department and confirmed that the account is already closed as of June 17, 2025  as a courtesy, we have submitted a refund request amount of $28.70 to cover the May statement charges. 
  

  Should Mr. ****** has additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  

  Sincerely,
  ******** ****** ******
  1 ************

• Initial Complaint

  Date:06/15/2025

  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.

  Heartland payment systems for the last 12 plus months has systemically and purposefully overcharged my company for Credit card processing fees, PCi Compliance fees, Technology upgrade fees and Customer intelligence suite fees. After 8 years of being PCI compliant around 12 months ago i was unable to go through their compliance system and get compliant. I have contacted them on over 7 occasions regarding what the issue is and how to correct it and have been told multiple "solutions" that have never resolved the issue. I most recently was told because we are running their POS software from Digital Dining we are automatically compliant. They have charged my company $159.99 and now $200 every month for over 12 months. Even though we are automatically compliant because we use their POS software they continue to charge the fee. I and my partner have contacted Heartland regarding discontinuing the Customer Intelligence suite that we never signed up for. They have told us both each time that they will discontinue the charge and yet they continue to charge the fee. In April of this year they charged us a $499.00 fee for technology upgrade for their system. I disputed the fee as the contract i signed did not allow for indiscriminate Made up fees. Thier statement was at some point they sent something on the back of a bill stating they where changing the contract and they can now charge for whatever they deem appropriate. They have now raised my transaction processing fees by almost %500 this year. I am now paying over 8.5% in fees for Credit card processing almost Triple what every other processor charges. When i contacted them regarding the raise in processing fees they stated they would lower my fees and refund the money they overcharged and removed from my account in fees if I signed a 3 year contract. At this point i feel as if the company is blackmailing me with my own money to get me to sign a contract they apparently can change at will anyways.

  Business Response

  Date: 06/20/2025

  Better Business Bureau Inc. 
  Case Number: ********
  Customer Name:  **** *******
  Customer DBA:: MONROE GOLD & COUNTRY CLUB 1
  MID Number:  ***************
  

  Dear BBB Customer Relations Advocate,
  

  We have checked the account and confirmed that the refund for Technology Upgrade Fee for $499 has been credited back to their account. However, the refund request for PCI non compliance fee has been denied due to the merchant receiving consistent emails from the PCI department. We already spoke to the merchant to inform him. The retention department offered  a $3,000 loyalty credit but the merchant declined the offer and did not sign the agreement. 
  
  Should Mr. ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided our customer service number below. 
  
  Sincerely,
  * ************

  Business Response

  Date: 06/26/2025

  Better Business Bureau Inc. 
  Case Number: ********
  Customer Name: *** *******
  Customer DBA: MONROE GOLD & COUNTRY CLUB 1
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We have checked the account and confirmed with the PCI department that the merchant must proactively renew their PCI compliance each year. We confirmed from the PCI department that they are sending a notice to the merchant's email address every month. The refund request for the PCI non-compliance fee has been denied. We also contacted the retention department to provide other options, but according to retentions:
  “This customer is incredibly difficult to work with and unreasonable. We made our offer and they are refusing to sign anything so we are not pursuing this any further."
  

  Here are the CM's final case notes:
  “Spoke with owner Jon *******. He started off very emotional, claiming we're being unethical, forcing him to sign something, and that if his bill isn't lowered by the end of this month he's leaving. I ended the call. After checking with management, there is no action we are taking on this one. We already gave into every demand they had in May, and they said they would return the paperwork which they didn't.”

  Should Mr. ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided our customer service number below. 
  
  Sincerely,
  ******** ****** ******
  * ************

  
  

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Heartland payment systems response does not change the facts associated with our dealing with them.  They are correct I am emotional as I have wasted hours and hours on the phone with them to get them to remove fees they make up and add to our bill monthly.  They have repeatedly said they would stop charging these fees and then continued to charge them. They have admitted in our conversations that i called and they agreed to discontinue a Fee but they continue to be charged. They have repeatedly said they would refund fees in the past and they didn't.  They have wasted my time I could be spending better running my business while unscrupulously enriching themselves.  They add excessive fees without prior authorization at any time. $500 technology upgrade fee, $54.99 customer intelligence suite fee, $200 PCI non compliance fee, $25 non Fee program fee, Non EMV program charges, $33.50 Service & Regulatory Mandate, Transaction Fees went from .14 to .69 a 400% increase in a year.   They can change their terms at will with 30 days notice.  Which apparently means they can charge a %400 increase in transaction fees at any time they would like. Industry standard transaction fees are .10 to .15 per transaction let them explain why they are charging us .69.  They have refused to lower the transaction fees unless i sign another contract with them.  Their hope seems to be that your not paying attention or that your not willing to put up the time to fight them on their billing practices. I  would highly suggest anyone who considers doing business with them read their "contract" real close and good luck if you do business with them.  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:06/11/2025

  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.

  From May 1st, 2025-May 31, 2025, Heartland Payment Processing deposited $9,769.31 into my account and charged me total fees of $9,372.97. Obviously these fees are not correct and I have been told for the last 3 weeks that it will be resolved and the money will be redeposited into my account. As of today, the money is still not deposited.

  Business Response

  Date: 06/13/2025

  Better Business Bureau Inc.
  Case Number:  ********
  Customer Name: **** *******
  Customer DBA: Corners Catering & Events Center
  MID Number: ***************

  
  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to evaluate this account further.
  

  We have researched the situation and have been in communication with the risk and pricing team to help resolve this issue. The Pricing Team is calculating the fees related to these concerns and is subject for approval from the HRPOS Team. Once we receive a response from the team we will reach out to the merchant.
  

  Should Ms. ******* have any additional questions or concerns regarding this issue, please do not hesitate to contact our customer support team directly at ************. They are available to assist them further. 
  
  Kind Regards,
  **** ***** *******
  Technical Care Representative III, 
  Escalations Team, Heartland
  *******************************

  Business Response

  Date: 06/20/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: **** *******
  Customer DBA: C****** ******** * ****** ***ter
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to evaluate this account further. We apologize for the inconvenience and understand the need for this to be addressed as quickly as possible. We just received a response from the pricing team and the refund form has been submitted to Pricing for the Card Testing fees. The merchant will receive a refund for the fees billed of $8,084.80 and for the interchange of $228.19.
  

  Should Ms. ******* have any additional questions or concerns regarding this issue, please do not hesitate to contact our customer support team directly at ************. They are available to assist them further. 
  

  Kind Regards,
  Escalations Team, Heartland
  

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for your help with this matter.  I did receive the same response from Heartland Payment Services last Wednesday.  As of today, the money still has not been deposited into my bank account.  There is no indication as to when this will happen. How is a small business supposed to survive when over $8,500 was taken out of my account without my authorization?

   

  This is the email from Heartland Payment:

  Hi ****,
  
  
  The refund form has been submitted to Pricing today for the Card Testing fees that occurred. You will receive a refund for the fees billed of $8084.80 and for the interchange of $228.19.
  
  
  I have passed this information along to **** ***** as well as I know you have been working with her as well. 
  
  
  Please let me know if you have any questions. 
  
  
  Thank you, 

   

   

  
  
  
  
  Sincerely,
  
  
  
  Lisa *******

• Initial Complaint

  Date:06/09/2025

  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.

  Heartland Charged me a $499.00 Technology fee. This fee does not pertain to me or my business and it was explained to me that this was a fee that was for a merger with another company. They would only give me a credit for the $499.00 if I signed a 2 year contract. I have chosen to go to another company as this is unethical to charge a customer for their merger. All I am asking is a refund of the $499.00 fee and we can part our ways.

  Business Response

  Date: 06/10/2025

  Global Payments, Inc.
  **** ***** ** **
  Atlanta, GA 30326
  Globalpay.com
  

  Customer Information:
  DBA: **** **** **** *** * *******
  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 Technology Fee.
  

  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.
  

  Global Payments is a leading technology service provider in the Payment Services Industry. We are focused on providing our customers the best service, security, and support, and are committed to continually upgrading our systems, software, and services in order to stay at the forefront of payments. Technology fees are investments designed to develop future systems, software, and services. The Technology Fee was billed on the March 2024 statement and was communicated on the February statement. 
  

  We were able to speak to the merchant on 6/4/25 to offer a loyalty credit for $500 along with a significant reduction for a new 36 month agreement. The merchant declined and threatened to sue. She then informed us that she had already switched processors before we had a chance to help. We again offered the refund and rate reduction if she changed her mind and wanted to stay. This offer still stands.
  

  Business Response

  Date: 06/20/2025

  Global Payments, Inc.
  **** ***** ** **
  Atlanta, GA 30326
  Globalpay.com
  
  Customer Information:
  DBA: **** **** **** *** * *******
  MID: ***************
  Owner: ******* ********
  DBA Address: *** * ***** ** ***** ** *****
  Daytime Phone: ***** ********
  E-mail: ***********************
  
  Dear BBB Customer Relations Advocate,
  
  We regret that our last communication did have a typo. The line should read, "The Technology Fee was billed on the March 2025 statement and was communicated on the February 2025 statement." 
  
  Regrettably, direct communication with each merchant regarding account updates is not feasible; therefore, pertinent information is disseminated through account statements. As business operators, we depend on our merchants to review the communications we provide. Furthermore, the agreed-upon Terms and Conditions are accessible on the InfoCentral portal, which includes a review or price adjustments in Section 6. For convenience, the document is attached for review.
  
  We offered a loyalty credit for $500 along with a reduction for a new 36 month agreement. The merchant informed us that they had already switched processors before we had a chance to help. We again offered the refund and rate reduction if they changed her mind and wanted to stay. 
  

  This offer still stands, and will be the only offer we provide. This decision is final.

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  To lock someone into a contract to get a refund of a charge that is unethical is unacceptable. I would like to make sure there is a complaint against this company through the BBB. Please let me know how this is possible to have a complaint filed for Heartland that will stay on their record.

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

• Initial Complaint

  Date:06/05/2025

  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.

  see Attached document
  
  

  Business Response

  Date: 06/10/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  

  Better Business Bureau Inc.
  Case Number: ******** 
  Customer Information:
  Merchant Name: JOHNS AUTO REPAIR
  Merchant Number: ***************
  DBA Address: 300 Pennsylvania Ave WEIRTON, WV 26062
  Owner: **** ******
  DBA Phone: ***** ********
  Cell: (**** ********
  Email Address:
  
  Dear BBB Customer Relations Advocate,
  

  The Merchant called in January and wanted to review December fees. We sent the information to our Client Management Team. They spoke to the merchant and performed a rate review to lower their rates. 
  

  The merchant called to discuss fees, again in April. We offered to check to see if we could provide a refund for March Statement fees (583.85), which included the Technology fee which was advised of on the February statement. 
  

  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. 
  

  We were able to offer a $90 credit, but the merchant declined and just wanted to close the account. 

  Thank you.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair 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.

  Complaint to Better Business Bureau – Heartland Payroll Services
  Heartland Support Ticket #: ****** – Sensory Kids Iowa (ID: ********)
  
  As a small business owner, I trusted Heartland Payroll to accurately manage PTO tracking. Instead, I’ve encountered repeated miscalculations, incorrect policy assignments, and poor internal quality control. Despite numerous reports, each “fix” often introduced new errors.
  
  At one point, a representative changed our PTO accrual rate without my approval—a basic math error that went unchecked. I caught it only by manually reviewing the numbers. Even more concerning, ***** ******, HCM Supervisor, admitted that there are bugs in their system impacting PTO but stated that customers were not notified.
  
  If they know their system is miscalculating employee compensation, isn’t that something they are legally and ethically obligated to disclose? Their lack of transparency and accountability has caused significant disruption for my business and employees.
  
  I cannot recommend Heartland to any small business that expects reliable, professional, and accurate payroll services.
  
  Heartland Contacts:
  ******** *****, Sr. Manager – HCM – *************.
  ***** ******, HCM Supervisor – heartlandhcm.zendesk.com
  Nisha Monteiro, HCM Support Specialist –

  Business Response

  Date: 06/02/2025

  At Heartland Payroll, we understand how critical accurate payroll and time-off tracking is to our clients and their employees, and we are committed to providing responsive, dependable service. 

  After thoroughly reviewing the situation, we found that the employee in question, ****** *****, who began employment on February 17, 2025, was assigned a PTO accrual rate of 1.54 hours per pay period. This was consistent with the PTO policy previously applied to other employees hired in earlier years.
  

  To our knowledge at the time, there had been no formal communication from the client indicating a change to this policy. The updated PTO expectation - granting 3.08 hours per pay period (equivalent to 80 hours annually) - was brought to our attention only after the client noticed the discrepancy and reached out.
  

  Once the client clarified their intent, we corrected the configuration in our system to reflect the desired accrual rate and restored the employee’s PTO balance accordingly. We also ensured that supporting documentation was shared and offered two months of waived billing for time and attendance services as a goodwill gesture.
  

  We understand the client’s frustration and regret any disruption this caused to their operations. We also acknowledge that communication around the setup and confirmation of changes could have been smoother. In several prior support cases, our team made multiple attempts to confirm action items, but responses were delayed, likely due to the client’s demanding schedule, which we respect. 
  

  We are taking this situation as an opportunity to strengthen our internal processes and better ensure that policy changes are clearly documented and confirmed before implementation.
  

  We remain committed to supporting our clients and sincerely hope this resolution demonstrates our good-faith effort to address the concern.
  

  Sincerely,
  HCM Services
  ************

  Customer Answer

  Date: 06/02/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I reject Heartland's response because it addresses only minor concerns, ignoring significant and ongoing issues previously outlined. The primary unresolved issues include:

  1. Undisclosed System Bug Affecting PTO: Craig Peters, HCM Supervisor, admitted in a recorded phone conversation that Heartland was aware of a system-wide bug affecting PTO accruals but failed to notify any affected companies, including ours. This lack of transparency is highly concerning, both ethically and potentially legally, as it directly impacts employee compensation.

  2. Unauthorized Changes to PTO Accrual Rates: Heartland independently adjusted our PTO accrual rates without my knowledge or approval. Employees now incorrectly believe they have accrued more PTO than intended. Making such unauthorized changes without the explicit consent of the business owner raises serious legal and ethical concerns.

  3. Significant and Ongoing Mathematical Errors: Consistent mathematical errors have repeatedly affected PTO balances, requiring extensive manual intervention from me and my team. Despite multiple attempts to correct these issues, errors persist and have become increasingly disruptive to our business operations.

  These persistent failures demonstrate inadequate internal controls, lack of communication, and a disregard for accountability, significantly affecting my business and employees. I have documented evidence, including emails and a recorded conversation with Heartland, substantiating these claims. I am prepared to provide these materials upon request.

  I request a comprehensive response addressing these critical points, particularly regarding transparency, accountability, and the legality of Heartland's actions. Immediate corrective actions and clear communication are necessary to restore our trust and business operations.

  Sincerely,
  ****** ******* 
  

  Business Response

  Date: 06/09/2025

  At Heartland Payroll, we understand how critical accurate payroll and time-off tracking is to our clients and their employees, and we are committed to providing responsive, dependable service. 
  

  After thoroughly reviewing the situation, we found that the employee in question, ****** *****, who began employment on February 17, 2025, was assigned a PTO accrual rate of 1.54 hours per pay period. This was consistent with the PTO policy previously applied to other employees hired in earlier years.
  

  To our knowledge at the time, there had been no formal communication from the client indicating a change to this policy. The updated PTO expectation - granting 3.08 hours per pay period (equivalent to 80 hours annually) - was brought to our attention only after the client noticed the discrepancy and reached out.
  

  Once the client clarified their intent, we corrected the configuration in our system to reflect the desired accrual rate and restored the employee’s PTO balance accordingly. We also ensured that supporting documentation was shared and offered two months of waived billing for time and attendance services as a goodwill gesture.
  

  We understand the client’s frustration and regret any disruption this caused to their operations. We also acknowledge that communication around the setup and confirmation of changes could have been smoother. In several prior support cases, our team made multiple attempts to confirm action items, but responses were delayed, likely due to the client’s demanding schedule, which we respect. 
  

  We are taking this situation as an opportunity to strengthen our internal processes and better ensure that policy changes are clearly documented and confirmed before implementation.
  

  We remain committed to supporting our clients and sincerely hope this resolution demonstrates our good-faith effort to address the concern.

  Should Ms. ******* have any additional questions or concerns regarding this issue, we would be happy to assist further.

• Initial Complaint

  Date:05/28/2025

  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.

  Repeatedly taking outrageously high arbitrary junk fees such as infrastructure upgrade and technology upgrade fees amounting to around $1700 on the account. My business has been with them for 25 years and they are sneakily debiting very large sums for fees and are no longer reachable by phone. I am demanding a refund in the amount of $1700.

  Business Response

  Date: 06/02/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: **** *****
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We had a conversation with the merchant about the refund. We resolved the issue by agreeing to issue a $1,300 refund to the merchant’s account. This refund request has been submitted to the merchant and will appear on their next statement.
  

  Thank you and please do not hesitate to contact our support team directly at ************. They are available to assist further if any other questions arise.
  
  Thank you,
  Heartland Customer Service

  Customer Answer

  Date: 06/13/2025

  The complaint has been resolved to my satisfaction. 

• Initial Complaint

  Date:05/26/2025

  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.

  Signed on with this company in fall 2023. I was assured there would be no surprise fees and signed the contract. We had monthly issues with PCI compliance fees and their clunky compliance system. They were constantly applying fees on a monthly basis, although I contacted them monthly for assistance with compliance (something I was assured I would receive -- I did not).
  
  Then, in Marchm 2024, our. bank account was unexpectedly hit with a $499 "server upgrade" fee.
  This goes directly against what I was told - via email - would not happen. I don't run a fifth of that amount through my Heartland account.
  I attempted to cancel my account and it became a massive ordeal. When I requested a refund, I was denied.
  I firmly believe this organization works as hard as they can to keep you from coming into pCI compliance so they can continue to hit you with non-compliance fees.

  Business Response

  Date: 05/27/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: ***** *******
  Merchant ID number: ***************
  Recent deposit: 05/22/2025
  Contract Exp Date: 06/15/2026
  

  Dear BBB Customer Relations Advocate,
  

  We have reviewed this request on this merchant's behalf. Our original offer was to waive the Early Termination Fee. We will provide a refund for the Technology Upgrade Fee, $499, as well as waive the Early Termination Fee, $500.
  
  Thank you,
  Heartland Customer Service

  Customer Answer

  Date: 05/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while not fulfilling the entire scope of my concerns, is a satisfactory compromise.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******