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Business Profile

Payment Processing Services

Heartland Payment Systems, LLC

This business is NOT BBB Accredited.

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Complaints

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

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 took out 2 Federal Perkins Loans to pay for my undergraduate education at The University of Alabama at Birmingham. The Federal Perkins Loan was applied to the following semesters: Fall 2016, Spring 2017, Fall 2017, and Spring 2018. ECSI is the loan servicer through which I make monthly payments towards my Federal Perkins Loans. I began paying on my Federal Perkins Loans on a monthly basis beginning 2/2022. At the bottom of my monthly statements, there is the following documentation: Thank you for keeping your account current. Credit Bureau rating as of the above due date: Current and In Good Standing. However, my Federal Perkins Loans do not appear on any of my Credit Reports. I was informed the first time I reached out to ECSI that ECSI specifically reports to Experian and that they have been reporting my Federal Perkins Loans since 9/2016. I have reached out to ECSI multiple times since then to try to resolve this issue and every time I am told to have Experian contact them to confirm. When I contact Experian, I am told to have ECSI contact them to confirm and that Experian has not received any information regarding my Federal Perkins Loans. I asked ECSI why the information has not been provided to Experian, and they continue to state that they cannot help me. I believe legally they have to report the loan to the Credit Bureaus but they cannot or will not provide me evidence for this nor will they agree to confirm the Federal Perkins Loans with Experian. Is there a way to have this issue resolved? I want my Federal Perkins Loans added to my Credit Report so it can increase my Credit Score.

    • Initial Complaint

      Date:10/12/2022

      Type:Customer Service Issues
      Status:
      Unpursuable
      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.
      They refused to let me speak with a supervisor and claimed the supervisor didnt want to speak with me. Then claimed didnt have one. Then claimed she clocked out 10 minutes afterward.

    • Initial Complaint

      Date:10/05/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 federal ******* loan from **********************************, I graduated in May 2016. I was made aware of my ******** loans through *********** and I paid these off quickly (about $26000). Apparently the ******* loans were deferred while I was in graduate school until may 2021. I was never made aware of this ******* loan or that it was going through ****. I didnt know about it until I saw my credit score dropped hundreds of points. I had to reach out to ******* to find out my loans were through **** and sent to a debt collector. ******* has known my current address, phone number, and email since I graduated. **** has never once reached out to me or contacted me. I would like to pay this debt off (only about $1700) but I would like the debt collection fee removed and my credit put in good standing. Had **** contacted me as they were supposed to, this loan would have been paid off years ago. I am not the only one they have done this to. They are an irresponsible company who is destroying the credit of financially responsible people. I would like to work with them, but they have not been responsive or helpful.

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Unpursuable
      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.
      For the last few weeks I have been trying to get an ECSI ENTITLEMENT DEFERMENT FORM APPROVED SINCE I AM FULL TIME STUDENT GRADUATE STUDIES AT AMERICAN PUBLIC UNIVERSITY. CLASSES STARTED ON 9/5/2022 AND I WAS TOLD THE WHEN ASKING FOR A LOAN DEFERMENT BY ECSI chat rep that APU The National Student Clearinghouse will electronically notify each of your participating lenders within 10 business days of being updated. I would have to fill out a McKinstry loan Continuing Education Studies Deferment Request Form and have a school official sign it as well. I have filled out several of these forms and ECSI won't approve them with a new error each time. The first one was because I had a graduate or fellowship check. After that I got it signed by a school official to fill out their section. However, ECSI was not satisfied, instead error out error. The latest one suggests that the signature was fraudulent or they needed a wet signature from a school official mailed. What's really crazy is that they say you can upload the form but once you have downloaded the form already you can't upload it anymore. You get an error stating. Our records show that you have applied for this entitlement for your loan. Your entitlement application is currently being reviewed. Your entitlement application will be reviewed within 3 business days from receipt. You can check your account online for an updated status or contact a Customer Advocate at 888.549.3274. Emails are ongoing and nothing is resolved because they refuse to accept the forms and want money . Violating rights when a student is full time has the right to defer student loans.

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 completed my year of service as an RN in 2019 and I still have been unable to get my ECSI Perkins Loan cancelled for that year of service because every single time I submit my application they create some new issue with the paperwork. This last time they said the dates had to be 9/1/2018-9/1/2019 so I wrote that on my form and submitted it again. Now they are saying the dates need to say 8/21/2019-8/21/2019 and that my employer must specify I have worked full time. Meanwhile the exact same paperwork my employer submitted last time was acceptable now all of the sudden it is not. I have submitted this paperwork 3 different times and every single time there is a new issue. I completed another year of service in 2018 and it was no where near this complicated. It was approved the first time with no issues. I feel like they are trying anything and everything to not forgive my student loan. Now interest is beginning to accrue on my account for that amount which should be forgiven! It's absolutely ridiculous.

    • Initial Complaint

      Date:09/21/2022

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      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.
      During August 2022, my husband was contacted by a debt collector about my debt. I had no idea what this was about. Later, we had looked at my credit score and saw that it went from the high 700s down to the low 500s and the debt we saw was our mortgage (which we were aware of) and debt to my undergraduate college which I never was aware of. I reached out to the school which lead me to the debt collector which then lead me to ****. I had never even heard of this company. I had never been contacted by them once. (I graduated in May 2016). I was in graduate school until May 2021. I had paid off all of my other loans through *********** (which totaled about ******). If I had been aware of these ******* loans through ****, I would have paid those off years ago along with the others. The problem is that I was never contacted. They had my old address, which my mom and I moved from in June 2016, but my mail would have been forwarded. They also had my old home phone number, as well as my mother's e-mail address and my cell phone number. No mail was forwarded and no contact was made through any other means. Now I have a debt collector fee on top of a low credit score for a loan I never knew existed. This company has been very difficult to work with. I would like to just work with them to pay off my loan, for the debt collector fee to be waived and for my credit score to return to normal. I want to work on this loan as if it is new so I can pay it off.

    • Initial Complaint

      Date:09/20/2022

      Type:Billing Issues
      Status:
      Unpursuable
      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 **** serviced my Federal ******* loans of the amounts of $1000 and $500. In ***************************************************************************** 2019 payments resumed and I paid off one of the loans in full + interest (the $1000 loan) in March, and the second loan ($500) in October. Despite me paying off both of these loans in full and having a $0 balance on my account, Heartland **** sent my loans to the department of education where they began to attempt to collect payment from me again. As I had paid these loans off, I worked with my school to get this "accounting error" resolved. My school verified both loans were paid off and I was clear. After a few months I got notice that my credit reports were reflecting 2 accounts in collections, both of these ******* Loans accounts. I have disputed this information multiple times, assuming this was an error. After the announcement of the federal aid for student loans in August 2022, I got an email from Heartland ****. I had completely forgotten about this portal access and I logged in to do some digging on my previous loans. I saw both of the receipts for payments and contacted them immediately. I was told that 1. since my account was sent to Dep of Edu I had to deal solely with them now and 2. Though they could see that I paid off the account prior to it being sent to Dep of Edu and ultimately collections, they could not see "why" it was sent to these people in the first place and therefore could not help me. They stated it could have been an error, but there was nothing they could do about it now. I tried for hours to reason with them, and got no where. It is clear to me now that they had taken full payment from me only to turn around and send my account to someone else and say it needed collecting. This is a fraudulent practice and after doing some research it appears to have happened to multiple students. I am in shock that this company is allowed to run a business no less in the education sector.

    • Initial Complaint

      Date:09/14/2022

      Type:Billing Issues
      Status:
      Unpursuable
      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 student loan December 2021 and they did not report it to the credit agencies as paid in full. It shows my last payment was 11/01/21 and nothing was reported after that. I had to beg them over and over to send a paid in full letter which I just received but it does not show the date or when the student loans were paid in full which my lender and attorney office needed for the closing of my house.

    • Initial Complaint

      Date:09/12/2022

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 has my payments plus which handles payments for school lunch. They charge $2.75 cents every time an account is replenished with money which is many times a week. This is taking advantage of families with young kids! You cant get in touch with anyone, they have a robotic on-line chat which is useless and if you call its a minimum of an hour wait to talk to a foreign person who cant help you. Help our school children to get affordable school lunch!

    • Initial Complaint

      Date:09/10/2022

      Type:Billing Issues
      Status:
      Unpursuable
      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 have received bills from Heartland ECSI for my federal Perkins loan covering the past 3 months suddenly in the past week in the mail. To my understanding, my loan was in deferment due to my status as a graduate student currently in a fellowship program, and my payments had been deferred until the end of my graduate program and associated fellowship training program. I have tried to contact Heartland ECSI several times over the past week via phone during business hours, chat, and email, and I have not been able to get a response. My credit is being affected by Heartland's mistake in these erroneous bills, and this should be rectified. Thanks for your time, ********* ****

    Heartland Payment Systems, LLC is NOT a BBB Accredited Business.

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