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.

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  Heartland Payment Systems, LLC

  616 N Broadway Ave Oklahoma City, OK 73102

• 

  Heartland Payment Systems, Inc.

  309 E. Market St., #401 Louisville, KY 40202

• 

  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:01/18/2023

  Type:Sales and Advertising Issues
  Status:

  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 have a student loan account in deferment until March of 2023. In September, I received an email that I had a payment due. I called ECSI and the representative couldnt explain to me why a bill was generated but assured me it was an error. In November I received another bill with an accruing amount and now late fees, I called again and was reassured it was an error and would be handled by billing. I received ANOTHER bill in December. I called again, this time the representative couldnt tell me why I had an accruing balance with late fees and a due date in December but inappropriately decided to ask me why I needed to defer the loan. *** called and asked multiple times to speak to a supervisor which was denied every time. I asked to speak to the billing department which was denied. *** been assured that a supervisor would contact me in 48 hours to explain/correct the issue. This never happened. Ive called now a total of 5 times with nobody to explain my balance that Im assured doesnt exist, yet a bill has been generated monthly with late fees. This company is refusing to help customers and is scamming people with student loans with made up fees they cant explain and refuse to help remove. This activity is illegal as this is a violation of the contractual agreement I signed with them. My lawyer has since taken over in fighting for me since their company is defrauding loan recipients and they refuse to resolve the issue. This company should be heavily reviewed by the government and universities using their services. They are stealing from so many of us that are already in debt and should be ashamed of their processes and their customer service. Clearly their customer service puppets are instructed to reassure clients while they steal from their clients. This is disgusting.

• Initial Complaint

  Date:01/01/2023

  Type:Sales and Advertising Issues
  Status:

  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.

  The provider released a billing statement on November 30, indicating (via their web portal) that my billing due date had been moved to March 15, 2023 (from December 15, 2023). I have just now received a notice that my bill is past due, and that it has been reported to a credit bureau. I received no notice of the reversion to the original December due date.This is not the first time this organization has engaged in these misleading practices with my account. This is the third incident since the ********** of Washington assigned my account to them (without my consent, I may add).

• Initial Complaint

  Date:12/31/2022

  Type:Billing Issues
  Status:

  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.

  Beware, the Heartland Payment Services business model is to screw over customers with surprise "gotcha" fees and preposterous, completely indefensible price increases until you move to a new provider. Unless you want to be on the edge of your seat every day wondering whether Heartland has surreptitiously doubled your processing fees to 6%, I would stay away. I had been using them for years through a relationship with my bank, with credit card processing fees totalling around 3% of transactions, which everyone knows is a typical rate because the largest providers all widely advertise rates of around 3%. I was completely happy with that arrangement. One day this year, the business relationship between Heartland and my bank changed, they were no longer going to be marketing partners, but I was still a credit card processing customer of Heartland. Heartland immediately begins ratcheting up my fees and rates so that I was paying double, 6% on credit card transactions. Customer service was a waste of time. Obviously I changed providers and am now paying $0.10 + 2.5%.
  

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair Issues
  Status:

  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 have been having a lot of problems with Heartland ECSI concerning my Perkins student loan with The Ohio State University. I keep attempting to put my loan in deferment or forbearance but they constantly make it difficult for me to do that. I first applied for a general forbearance on October 13, 2022 in which they told me that it was declined because I didn’t submit paycheck stubs for the month of August 2022 since that was the time the loan became delinquent. I had originally submitted paycheck stubs for October with the first paperwork since that was the time I applied and no one at their office told me to submit August pay statements. So I did as I was told and submitted my August paycheck stubs with new paperwork on October 26, 2022. I thought it was fixed but instead they told me that I needed to submit October and November paycheck stubs. I did that again after I told them I had already those paycheck stubs originally but unfortunately it still got declined for nefarious reasons. They told me that the loan I had did not qualify for forbearance because it wasn’t a Perkins Loan. The third time I submitted on November 17, 2022 it was declined once again because now the company is saying that the paycheck statement needs to be a stub which states how often I get paid, how much I get paid, and how much taxes are taken out of my paycheck. I told them that this is how I get paid. Why did they not tell me any of this in the three times I submitted documents or the many times I called into the company. It kind of feels like this is a game they are playing in order to get me to pay a past due balance on a loan. I have two more loans from this company and when I submit my document for those loans there are no problems. I submit the same paperwork and the same paycheck stubs with those loans from my other schools, Northern Arizona University and Univ of Houston, and never once do I experience problems. I wish I didn’t have to do business with this company.
  

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  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.

  We closed our accounts with a Heartland representative in June. Due to their internal error, they left accounts open, resulting in unauthorized fee charges. These fees were pulled from our bank account over the course of three months. We have sought resolution with Heartland multiple times. The only fee they returned was the 'customer intelligence suite.' The program fees and PCI compliance fees for the months they left the accounts open without our authorization remain: they have refuse to return the funds. The charges were not authorized, we had requested the accounts be closed and had received confirmation on two occasions with a representative who stated the accounts were closed.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  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.

  This company, which controls the Micropayments ******* Services, operates like a scam. The app MicroPay, used to do laundry at many apartment complexes links to heartland.us website, which under support has the phone number ************. Calling this number does not even go to this company, it takes me to a medical device sales scam that claims you have won a free medical device trial. Clearly a scam phone number because the person on the line won't even acklowledge anything you say unless it involves giving them your information. The micropay phone app is also scamming customers by providing a non functional app that cannot even connect to anyone's account most of the time, as seen by the number of 1 star reviews on the app store and the last app update over a year ago. You cannot get any support from the company with context of the phone number situation mentioned above, some people are even having their money stolen by the app with no way to contact support to get it back. I would like to request that this company make an operational service or discontinue running all together. At the very least, give this info to BBB so that other apartment complexes can see not to choose this company that is scamming customers and is a danger to people with the fraudulent phone numbers. Currently this company is accepting money for a service that most people cannot even use. This should not be allowed.

• Initial Complaint

  Date:11/09/2022

  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.

  I called Heartland Payments to set up a merchant account which from the start I was met with resistance from the operator (********). The next day finally receive a call back from a ******** and I thought the line of communication was open/clear, BUT now ******** has ***NOT*** responded to ***ANY*** of my emails. I have disclosed sensitive information to this company (need to know that they are not a scam). It is/was really strange for a company of this size to be UNprofessional.

  Customer Answer

  Date: 11/17/2022

  ******* from MM LLC called to say they worked out their issues with Heartland Payment Systems

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  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 have several student loans. One is serviced by Heartland. My initial payment to them was 97. 00 per month. I paid on the loan monthly with the exception of a brief period of time when there was deferment during the pandemic. In August, I checked my account. It said I did not have a payment due until 2024. I thought this very odd and contacted Heartland. They referred me to my school. The school referred me back to Heartland. I reached out again and received no response. I began checking my account to keep up with the situation. Today, I found out that my bill came due on the first and the price increased to 292 a month. As usual, I could not reach anyone despite the call center having business hours until 9pm eastern time. I want an explanation for the increase, why my account showed deferment until 2024, why that deferment was lifted, why I did not receive notification via mail, phone or email about the payment coming due, and how I can negotiate my old payment rate back. I had no reason to expect the payment increase and no notice of it.
  

• Initial Complaint

  Date:10/30/2022

  Type:Billing Issues
  Status:

  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.

  Hello, I recently received a bill in the mail that was a 60-day past due bill for a student loan that was supposed to be in grace period (I graduated in August of 2021 with my final degree). The last notice I received stated that the covid extension was ending soon but I was still in school so I should not have had a payment, regardless. This was early 2021. I had not once received notification that a bill was due, and would have gladly paid it on time if I had received it. Instead, the bill was past due when I had no prior knowledge a payment had been due. I was contacted by the university instead after the fact. I attempted to contact ECSI by phone, of which I was on hold for almost 2 hours before hanging up. I instead called the university and they stated that ECSI had attempted to contact me by mail and school email in which I have not had access to in almost 5 years. I still receive mail at the address that was provided and as stated above I have not received a notice from ECSI about a payment due, but a letter from University of Indianapolis when the bill was already 60 days past due. I asked why another notice wasn’t sent by the school before it got to the point of being past due if they are able to handle the same matters, as to which I was given no explanation. I paid the past due amount a few days ago, which is not a problem. But I was informed that the past due status was reported to the credit bureau on 10/19, again, with no prior knowledge on my end of a bill being due by mail or by phone. When I asked the representative at University of Indianapolis if she can assist with removing this from my report she stated that I would have to file a dispute. I would like this removed from my credit report. I have never missed a payment to any creditor, and this will negatively impact my credit report and corresponding score. Also to note, I check the federal student loan website pretty frequently and it never updated to indicate there was a payment and how much.
  

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service Issues
  Status:

  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.

  Sive Sept 2022 I have been trying to contact the business re: checking account information for my business., They are refusing to change our checking account information and we will be losing payments soon and costing my business THOUSANDS of dollars. When you try to call, the poorly skilled customer service agents advise you to email and when you do they take 7 days to answer. For almost 60 days I have been trying to change account information and the multiple agents are skilled even far less than they customer service agents. I need this changed asap!