Payment Processing Services
Heartland Payment Systems, LLCThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Payment Processing Services.
Complaints
This profile includes complaints for Heartland Payment Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 145 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/14/2023
Type:Product IssuesStatus:UnpursuableMore 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 was referred to Heartland by my bank to set up ACH payments. The sales representative was helpful and told me that what I was looking to do was possible and gave me a very reasonable monthly rate. When the first statement came around, I was charged additional fees for processing credit card payments. I reached out to the sales rep to explain what happened. He told me that he filled out my account correctly but that the person who created the account did not do so correctly. I requested a refund of the fees seeing as it wasn't my fault. He got back to me a few days later saying that he could not refund the fees and that I should reach out to customer service directly. After four separate phone calls to customer service, I found out that the sales rep did not fill out my information correctly and it was in fact his fault that the account was not set up properly. I believe that he knew what he was doing and was untruthful when he quoted me the monthly fee. No one at the customer service line is helpful most people simply told me they don't know what to do. On my third call, the customer service agent told me they escalated my request and that I would receive a phone call, but I, of course, did not. On my fourth call, they said there was nothing they can do and goodbye. My view is that I requested a service, was told it was possible and was quoted a monthly fee. Then I was set up for a service I didn't ask for and am being charged monthly for something I don't need or use. From the conversations I had and the number of people and departments I was transferred to, I get the sense that this company is not well run. I was charged over $100 in extra fees for the months of January and February and am requesting a refund for the fees that were charged due to their mistake.Initial Complaint
Date:03/13/2023
Type:Service or Repair IssuesStatus:UnpursuableMore 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 paid off my ESCI ******* loan in full on 1/23/23 and it still is showing up on my credit report and FSA website as unpaid.Initial Complaint
Date:03/10/2023
Type:Product IssuesStatus: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.
My restaurant Festiva use to subscribe to Global Payments Xenial Guest List seating software. As of October 2021 we stopped using the system. We tried contacting them but nothing. The General Manager spoke to someone in customer service on Feb 23, 2022. They said to email accounting to cancel, no response. ******* then spoke to *******************, a Level 3 at Xenial help desk on April 29th, 2022. She gave ******* an email to send the cancellation and again nothing. This whole time $75 a month is being deducted from our checking account. Weve tried blocking the the withdrawl with our bank but they can not. We are looking to stop the withdrawl and a refund from at least the Feb 2022 email date.Initial Complaint
Date:03/02/2023
Type:Service or Repair IssuesStatus:UnpursuableMore 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 had ADP earlier last year I switched over to heartland around in July , well come w2 time I got the w2s for everybody except my past employees that worked for me last year so I called *************************** told me they arent sure what happened after days of talking to them I finally get somebody that knows whats going on & whoever signed me up failed to pull everything from ADP after ADP sent it to them, so they have to amend everything from what they already reported which is going to take **** weeks heartland said, I call them daily, These w2s were due to my employees by January 31st! I am now turned into the *** over their fault! This has been a complete nightmare for me, past employees are furious at me, slandering my name on ******** because they think I am withholding their w2s with it clearly being their fault! Heartland apologized & agreed that it was their fault but they wont have these done for months, I need these done now, with the *** being involved thats scary!Please help me with this situation! I just need these w2s for the employees!Initial Complaint
Date:02/16/2023
Type:Sales and Advertising IssuesStatus:UnpursuableMore 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 Dec 12th, *********** heartland payment system changed the name of our business in their system without our authorization. As result, we had multiple disputed transactions because our customers didn't recognize the name of the company in their bank account statements. We lost approximately $1440.00. We reached out to their dispute department which declined all of the transactions. We contacted our agent who now refused to reply to our messages. We have escalated this case within Heartland. However, it seems like they pass the ball around now no one assumes responsibility for their mistake.Initial Complaint
Date:02/13/2023
Type:Delivery IssuesStatus:UnansweredMore 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.
Received duplicate payment for refund reached out to ecsi about the refund they would not help me I told them I received a whole new refund nothing done. Now after I did my part by reaching out. They now keep calling me and have now threatened me via email when I tried to initially give this funds back. I am emotionally distraught at this experience because now I’ve had a death in my family since then and to see those type of messages after trying to do the right thing is very unprofessional.Initial Complaint
Date:02/10/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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 were charging us a higher rate and their excuse was that we didn't have a representative and we were not on contract so they assigned us one and he found we were also being charged other fees we shouldn't have been also. While trying to resolve these issue they signed us to a contract which was to lower our rate, they tripled our rates from .09 a transaction to .30 cents a transaction and upped our discount rate from 041 % to .91%. They were literally using us and I'm sure others for a cash grab technique. Which I believe is a ground for a class action lawsuit against Heartland Payment Systems let alone it is criminal to fraudulently lead a business to believe they are getting lower rates then tripling them after you sign.Initial Complaint
Date:02/09/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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 called Heartland Ecsi student loan payment company on 2/8/2023 because I logged onto my account and it stated I have a past due balance. I am on a quarterly, fixed payment plan with this company and my last payment was paid in full, according to their payment processing system, on 12/23/22. My next payment should be on 3/10/23 for $351.41. I was on the phone with a customer service rep for 1.5 hrs who explained that because I didnt make the payments on the exact due date that they tacked on additional interest to my bill without my knowledge. I asked him could he provide me documentation in writing that explains the interest and so that I can visually see what Im paying , he told me no and that only they are able to see this interest. In addition, the statement I received on 1/23/23 says that I have a bill of $217 due by 2/10/23. However, when I go to the payments processing page on their website, it says that my payment is only $145.99. Again, I asked for an explanation and the customer service rep ******* explain this time. I also asked for a supervisor and he wouldnt transfer my call. I am very upset because this company is misleading in their payment policies. When logging on to their website and paying, Ive always paid the amount that they stated was due and my posted transactions on my account also state that I paid everything and in December 2022 my bill was left with a **** balance. I would like a thorough explanation of what happened and if this was reported to my credit, I would like it removed immediately.Initial Complaint
Date:02/08/2023
Type:Billing IssuesStatus:UnansweredMore 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 saw a charge on my credit card for $44.24. I have never heard of this company nor authorized a charge to them. Which made my account go over the limit. I want my money back!Initial Complaint
Date:01/29/2023
Type:Billing IssuesStatus:UnpursuableMore 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.
Our business has used Heartland Payment Systems for our credit card processing since 2014. We have had many other processors come along and say that they could buy us out of our contract, give us lower rates, etc. However, we decided to stick with Hearltand mainly because I wanted to support our local rep **** Hes an older gentleman close to retirement and I felt like it was the right thing to do. Since 2014, we have opened three restaurants including one that we just opened in December 2019. When I talked to *** to get set up at the new restaurant, he casually mentioned that we had been getting charged $125 per location for *** non-compliance since March of 2019. With two locations, as of today, we have been charged over $3000 in *** non-compliance fees and we are starting to get charged on our new location also even though I was told it would be at least 6 months before the fees would hit our new location. When I asked why I had not been informed of being charged, my rep said that it was in my statement and he also said he understands why I missed it since most of his customers dont read their statements either. Then, when I asked why the fee was so high compared to other processors for *** non-compliance, I was told that it was to get our attention. However, I beg to differ, when my bank or credit card company sees a weird charge they text me and call me to verify. All it would have taken was a phone call from my rep to let me know what was going on. On top of the *** non-compliance fees, we were also charged a gateway setup fee to use our new POS system. This was a $299 charge which our rep said he would get me 1/2 the money back on and never did So, just when I think the charges were done, nope. Apparently, Heartland is charging me a per transaction fee plus a %, then they are charging my POS system company another per transaction fee that my POS system company has to charge me for. This per transaction fee is supposed be for the gateway fee, in other words the $299 charge I already paid for. I was not made aware of any of these fees and I believe that is called double dipping. I have recently cancelled credit card processing for two of my locations through Heartland due to the Coronavirus shutdown, we just cant operate those locations as they are in malls. When I called to have those accounts cancelled, I asked about getting some of the *** non-non-compliance fees returned as we are struggling very bad and having a very difficult time paying our employees, not to mention I have not been able to pay myself in over a month. Heartlands solution was to give me $750 worth of charges back if I signed a 3 year agreement for all locations. We planned on switching our POS system to the same one we use at the new restaurant and after paying $299 per location to setup a gateway and paying an extra per transaction fee, that $750 wouldnt even come close to covering the extra costs associated with sticking with Heartland. I would like to cancel my new store as well and have a good chunk of that money back for the *** non-compliance fees. I believe that these charges were not done to help any of Hearltands customers out by getting their attention but it was just the opposite by putting the charge in one line of fees surrounded by over 100 other fees that no-one (according to our rep) ever reads. This is a very shady practice and I can not believe its legal. I feel very slighted by the way I have been treated with a company that I decided to stick with for almost 6 years.
Heartland Payment Systems, LLC is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.