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Business Profile

Payment Processing Services

Heartland Payment Systems, LLC

This 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

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

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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:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 started tacking on fees every month an increasing them drastically. We never received any notice of this till we tracked down all the withdraws out of checking account without notice. Company was called about problem. There was no response from sales *** that was contacted an the account was canceled an still been getting withdraws taken from checking acct.

      Business Response

      Date: 03/26/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      ****** ******** ****** ****
      **** ******* ********
      ******** ***** ****** ****
      ******** ** ******* ***************

      Dear BBB Customer Relations Advocate,

      Thank you for the opportunity to respond. We have made multiple attempts to contact ******, unfortunately we have received no response. We will continue to attempt to reach out and assist in whatever manner we can. However, as he has terminated services with our company we are limited in the support we can provide. 

      Based upon the concerns of charges incurred after account closure, after review we are not seeing any additional charges coming from our company. We have requested more information on this matter from ****** as well, but have yet to receive any response. 

      Thank you for your attention to this matter. If ****** has further questions he can contact our support team at any time at ************.

      Thank you,
      Heartland Customer Service

    • Initial Complaint

      Date:02/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 changed their contract policy a month ago regarding inactive accounts. Last known contact from ***** (direct customer service representative) was July 14, 2024. No indication of charges until processed and letter received in the mail. Was informed, Heartland plans to continue charging businesses unless they reach out to their customer service. Upon which, they won't refund charges, but will close accounts with no avenue of reimbursement.

      Business Response

      Date: 02/18/2025

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

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: **** ****
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the account and confirmed that this Merchant account has been charged a $25 monthly minimum fee for accounts that are currently approved and ready to Install but have not started processing transactions within 90 days of the InstallApp status date. The fee is designed to help encourage merchants to actively engage with our services and to continue moving through the onboarding process.

      We understand that the merchant did not receive any indication of this charge until processed hence we are going to submit a refund for this amount as a courtesy. 

      Should *** **** 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,
      Heartland Customer Service
      * ************

    • Initial Complaint

      Date:01/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 am in possession of a $50 gift card that was gifted to me, but the local business the gift card was for closed permanently, rendering the gift card funds useless. I tried to find a way to contact the payment issuer company, Heartland Payment Systems, but was unable to find the appropriate source for assistance on the balance. I am seeking to inquire if the balance on the gift card can be transferred to another gift card that can be used for a different business. Heartlands website for gift card holders does not allow for any contact option for these situations.

      Business Response

      Date: 01/22/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: ***** ******

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the situation
      and have communicated with the customer via email to explain that when the gift card was
      purchased, the business received the payment at that time. We explained a couple options that
      the customer has with the business being close, reaching out to the business owner directly or
      reaching out to the local/state attorney general for further assistance regarding the matter.
      I have provided my contact information below.

      Sincerely,
      Contact Center

    • Initial Complaint

      Date:01/15/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 processors will charge you a fee to maintain their website of $225 and then they will charge you a annual reporting fee of $185.They charged me both of these fees and then immediately close my account I had to file a claim with my bank to get my money back speaking to Heartland several times they said this is normal And that these fees are charged by all credit card processors after one quick phone call to square I found that to be faults and that this company is a scam

      Business Response

      Date: 01/17/2025

      Global Payments, Inc.
      **** ***** ** **
      ******** ** *****
      *************

      Better Business Bureau Inc.
      Case Number:  ********
      Consumer Name: **** *****
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      We have conducted multiple discussions with this merchant and thoroughly reviewed certain calls made to our team. Regarding the fees in question, we can confirm that these were clearly communicated to the merchant in their merchant statement under the “Important Messages” section, alongside the available options in case of any objections to the upcoming fees.

      On January 11, 2025, we received a call from the merchant seeking additional information on the fees and subsequently requesting to close the account. This request was confirmed by a supervisor who reviewed the call. Please note that we do not close accounts without the explicit request and verification of the merchant. However, upon the merchant's request, the account was promptly reopened.

      Concerning the disputed amount of $500, this request has been reviewed and denied. There will be no further review for a refund in this case. Thank you for your understanding.

      Thank you,
      Heartland Customer Service

    • Initial Complaint

      Date:01/14/2025

      Type:Billing Issues
      Status:
      Answered
      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 explicitly promised zero annual fees. However, I have been charged an End-of-Year (***) *** Reporting Fee for both 2023 and 2024, which was not disclosed during the application process. These fees were hidden and not line-itemed on statements, making them difficult to detect. The charges only became apparent in 2024 when I no longer had regular fees, and the *** fee was the only charge. The *** *** Reporting Fee was:Charged in January 2024 and January 2025 at $245 each year.Not line-itemed on statements and instead bundled with other charges, obscuring its presence.Announced only once, buried on page 2 of an online statement that was neither emailed nor emphasized. The announcement was not bolded or highlighted and was not included in the monthly emails I regularly receive.Never accompanied by any separate written or email notification, making it virtually invisible to most customers.Additionally, ********************** charged a $254 Infrastructure Fee, which:Was also not disclosed during the application process.Was bundled similarly with other fees, without any clear line item to explain its purpose.Has no evidence or justification for improvements in infrastructure that would warrant such a charge.When I requested a refund for the *** Reporting Fee and referred to my signed application, which explicitly promised zero annual fees, Heartland refused without providing any valid justification. These charges are inherently deceptive, and no other merchant processor I have used has imposed similar fees. Heartlands practice of bundling these charges with other fees and failing to clearly disclose them is both unethical and misleading.

      Business Response

      Date: 01/15/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number:  ********
      Consumer Name: ***** *********
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for the opportunity to respond. We strive to provide all our merchants with detailed information regarding any upcoming fees, offering comprehensive details pertinent to those fees. This information can be found under the section labeled Important Messages and is made available as far in advance as possible. The merchant in question has engaged in discussions with multiple teams within our company to understand their options. While we were not able to provide a refund in all instances, we did manage to waive certain fees. Thank you once again for allowing us to review this matter. Regarding any sort of refund, there is no further assistance we are able to offer at this time.

      Thank you,
      Heartland Customer Service

      Customer Answer

      Date: 01/16/2025

       
      Complaint: ********

      I am rejecting this response because:

      There were no annual fees when I signed my application with this company and when I signed my contract. I have never had an annual reporting fee from a merchant before. A 1099-K form does not cost $245. 

      I was forced to sign up with this merchant from a franchisor. I am not responsible for these extra fees that are not noted ANYWHERE on my first application or contract that was signed. These fees are unwarranted and unjustified. This is not even a common thing among merchant providers. 

      This was only included on the MAILED portion on the second page in small writing that is not eye catching or itemized. The only thing emailed to me is the *** statement (these fees were NOT included in this). Again, these fees were NOT disclosed during the application process and were NOT clearly line-itemed in statements or communicated transparently.

      I already pay fees to Heartland year round. This for both reporting fees as stated: "While some merchant service providers do impose separate fees for IRS reporting, these fees typically range from $25 to $90 annually. A charge of $300 for an IRS reporting fee is considerably higher than the industry norm." 

      I am not paying for these fees that were not included in my initial agreement.


      Sincerely,

      ***** *********

      Business Response

      Date: 02/03/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: ***** *********
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      While we understand the concerns raised by the merchant, we have reviewed the account again per their request. Unfortunately, we will not be able to provide any refunds per the statement message associated with the fees requested for refund. 

      The Heartland 2024 Annual Fee message clearly states: If you object to the assessment of the Annual Reporting Fee, you may terminate your agreement with Heartland without penalty by providing written notice in accordance with your agreement within 30 days of the date the invoice containing the Annual Reporting Fee. 

      This was the August 2024 statement and the fee was billed to the merchant on the December 2024 statement. They have since terminated service and no Early Termination Fee was billed per the statement message. However, we are unable to provide a refund for the Annual Reporting Fee. 

      Thank you for the opportunity to further review this account.   

      Thank you,
      Heartland Customer Service

      Customer Answer

      Date: 02/03/2025

       
      Complaint: ********

      I am rejecting this response because: I want to be refunded for this bogus reporting fee for two years that was hidden as well as the hidden "infrastructure fee." The cancellation request is a moot point. That was handled though out Franchise representative. 

      Sincerely,

      ***** *********

    • Initial Complaint

      Date:01/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 signed up with Heartland on July 2023 moving from ***** under the impression our rate will be between 1.8 to 2%

      Now with every billing cycle there is an increase
      2 month ago a charge of $250 for infrastructure(I know when I fix and update my business , I pay for it not the client), so after a long phone call they said they will refund it only if I sign up for another year( refund hast been done yet but when i called they claimed trying calling me,,,why?,,you got the contract, refund the money)

      Then this month another $ 275 as 1 time reporting fees.
      This company,s sales agent(**** ******) has scammed me to move to them and then they keep billing random fees on a regular base without my consent

      I do not make 2.5 to 3% off my clients as we only collect the government copay so for me using them is paying out of my pocket which was the main reason we switched

      Business Response

      Date: 01/17/2025

      Global Payments, Inc.
      **** ***** ** **
      ******** ** *****
      *************

      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. We have researched the account and found that the merchant spoke with our Portfolio Management team on 11/8/2024 and had an agreement that the Infrastructure fee will be refunded in the form of Loyalty credit. The merchant agreed to it, however the PMT did not receive the signed LC hence no refund/loyalty credit applied on their account. The PMT sent them another email on 11/13/2024 and states on the notation that case close as unresponsive. 

      The merchant called again 01/13/2025 about their rates and the advocate he talked to, submitted another web to the case and the retention team sent an email stating someone will contact them within two business days.

      Should *** ******** 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 Service
      * ************ 

    • Initial Complaint

      Date:01/03/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      im filing compliant against this company 2nd time with in last 45 days my previous compliant id is ******** i received response that i will be getting my refund on my dec stmt but they didnt keep up the promise and never issued my refund &further more they charged another $245 as annual reporting fee. This is a kind of cruelness of these people& behaving like "are you complaining about me see im going to charge another fee on your account this month " thats what they did. every time i have to fight with these people & for coming up with different types of fee.Customer service is so rude & not even treat the customer who generate a busines for them. more over they dont charge these fees for all the customers only to who has low volume. the person who responded the email mentioned that too. so which means anyone give them low volume business they will come with different kind of fees to make their profit &im not sure what is the point of signing a contract with % of service fee. regardless of the contract they will fix certain amount for each ************** make sure they collect that money from their client whether they make transactions or not. please look at the response for my previous compliant and they promised a refund on my Dec stmt and they never ******* i need $ 499 refund as they never refund the initial $254 and they charged another $245 on my Dec stmt."however since they are a long time merchant of ours (started 2009) we could provide a refund for this fee as a courtesy.Also, please take note that this will be a one time refund and if the fee is charged again, the refund will be denied. Refund for this fee will be a statement credit that will reflect on the merchant's December statement.Should Mr. ************ have any concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.Sincerely,Contact Name: ********* Seguis Contact Title: Manager, NAMB Contact Email: *********************************

      Business Response

      Date: 01/06/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: ***** ************
      Consumer DBA: ********* ********
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the account and found that the Infrastructure fee has been refunded and credited to their account on 12/10/2024 for $254. As a long time merchant, we will go ahead and submit a refund for the Annual reporting fee amounting to $245. 

      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:

      **************

      Customer Answer

      Date: 01/23/2025

       
      Thank you so much for the time you take respond my request.
       the response below is the one  i received from heartland on 12/1/24
      in this response they promised me that they will do one time refund on my december 2024 statement.
      2 things
      1. they didnt refund the $254
      2. they charged another $245 on my account as reporting fees on my December statement .
      that's the reason i didn't respond to this reply and i was waiting for heartland give me a real refund. as i expected they post it on social forum that they will refund but they Never did it.
      please look at the attachment on second follow up complaint i made on the beginning of this month since i have no option to respond to the previous complaint I made. so, I created another complaint. but i didnt receive any compliant id and also i never received a response from heartland.
      l greatly appreciates your assistance and help to resolve this issue.
      Thanks
      *****
      ************

      Business Response

      Date: 01/27/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: ***** ************
      Customer DBA: ********* Pharmacy
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the account and confirmed that both the Infrastructure fee of $254 and Annual Reporting fee of $245 were deposited back to the merchant. The merchant expected it would be adjusted to their December 2024 statement however the refund happened on two separate days. The Infrastructure fee was refunded to them on 12/10/2024 and the Annual Reporting fee was on 01/15/2025.

      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,
      Heartland Customer Service
      **************

    • Initial Complaint

      Date:01/02/2025

      Type:Product Issues
      Status:
      Answered
      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 December 31, 2024 we had a customer enter our shop purchasing items totaling $300.16. We ran her credit card using our Heartland payment system and the purchase was approved. On Jan 1, 2025 I learned that Heartland was not going to fund this amount to our bank account. I called ********************** and NO ONE could give me any information as to why Heartland was stealing this money from us because it was a HOLIDAY.On Jan 2, 2025, after calling numerous times to both Heartland and Global Payment systems and being hung up on, I finally spoke to a supervisor who told me that there was "a glitch" and I should receive the money. However, they did not say when.Later that day I called Heartland again and again, NO ONE could help me find out when Heartland would be returning the money they stole from us.I will be calling Heartland again tomorrow as well as filing a complaint with the ************************ and CFPB.Heartland has no right to this money and refuses to give me ANY information as to why we have not been paid for this purchase.

      Business Response

      Date: 01/06/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: **** ******
      Consumer DBA: Family Pet Connection
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the account and found that the amount was now deposited back to the merchants account. We were able to confirm that the transaction was initially approved, however it was rejected due to a system issue per our risk team. 

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

       

    • Initial Complaint

      Date:12/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 POS took money from my account on two separate occasions without my consent or prior notice.
      The first occurrence was $266.51 on 9/20/24, I inquired into it and was told it was for shipping. I was never informed that this would occur and they took no action to rectify the charge.
      I decided to not move forward working with them as I felt I was being ripped off and excessively charged, specific equipment was promised for my store and nothing was delivered. On October 29th I emailed to let the sales team know I was no longer interested in using their services yet was still charged $384.46 on 11/21/24
      When I tried to get my money back over the phone on 12/18/24 I was told that since I cancelled my contract I was not entitled to any form of refund.

      Business Response

      Date: 12/28/2024

      Global Payments, Inc.
      **** ***** ** **
      ******** ** *****
      *************

      Better Business Bureau Inc.
      Case Number:  ********
      Consumer Name: ******* ******
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      We have attempted to call and speak with the merchant however we were only able to send email. We have contacted the proper team that manages this account and they have provided the merchant with a refund at the amount they requested. We have emailed the merchant notifying of this and will attempt to make an additional phone call to connect with the merchant. We appreciate the opportunity to resolve this issue with the merchant. 

      Thank you,
      Heartland Customer Service

    • Initial Complaint

      Date:12/12/2024

      Type:Billing Issues
      Status:
      Answered
      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 talked into switching to Heartland Payment Systems and promised a rate of 2.5 percent. This has turned into an outright lie and I am paying 3 percent. I believe they knew going in they would not keep their promise. They promised to fix the situation when I brought it up 2 months ago and now they are saying that they cannot do anything to fix the situation and that I must accept that I was essentially straight-up lied to.

      Business Response

      Date: 12/17/2024

      Global Payments, Inc.
      **** ***** ** **
      ******** ** *****
      *************

      Better Business Bureau Inc.
      Case Number:  ********
      Consumer Name: **** ********
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for the opportunity to review this case. We have our Client Management in contact with this merchant. We made an initial contact on 12/12 and reviewed their concerns. Since that time we have made subsequent attempts to contact the merchant on multiple occasions on 12/13. At this time we are waiting for a response from the merchant as multiple voicemails have been left. Upon connection with the merchant we will work with them to come to resolution.

      Thank you,
      Heartland Customer Service

      Customer Answer

      Date: 12/17/2024



      Complaint: ********



      I am rejecting this response because: It is a complete lie. I spoke with one person late last week and she is supposed to help resolve this issue. I am waiting to hear back from her. There has not been multiple attempts to reach me. That is entirely inaccurate. ***** ***** from Heartland called me on Friday the 13th and I quickly returned her call. She acknowledged that the company did not treat me ethically and she is supposed to try to fix the situation. At this point, I am anxiously awaiting a call from ***** ***** to refund me the overcharges and to honor promises made by the Heartland representative. 



      Sincerely,



      **** ********

      *********** *****

      ************

      Business Response

      Date: 12/24/2024

      Global Payments, Inc.
      **** ***** ** **
      ******** ** *****
      *************

      Better Business Bureau Inc.
      Case Number:  ********
      Consumer Name: **** ********
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      This is the message below from **** ***** the Client Manager Team Lead that spoke with **** ******** on 12/13/2024. 

      **** spoke with Mr. ********, letting him know that even though his pricing is below our minimum, Leadership has made the decision to reduce even further. This further reduction will get him as close as we can to the overall effective rate that he was promised. **** reduced his Heartland Discount Rate from 0.20% to 0.04%. She then explained interchange (card brand fees), and how they will fluctuate month over month depending on the cards that were used at his business and how they were accepted. She pointed out that since he started processing with Heartland, the interchange on his account has fluctuated from 2.33% to 2.73%. **** asked about making the reduced rates retro-active. **** needed to obtain approval and promised a call back to **** on the 17th. **** reached out on the 17th and left a detailed voice message for **** confirming the rates have been approved to retro back to 8/16/2024. In addition the Retro Refunds were issued in the amounts of $205.76 (V/MC Refund), $29.32 (Am****an Express Refund) and $4.34 (Discover Refund) on 12/20/2024. 

      **** offered to check with the Interchange Department to see if there was anything he could do to reduce his interchange rates further. As of today there have been no discoveries in further interchange opportunities. 

      Should Mr. ******** have any additional questions or concerns regarding this issue, please let us know. 

      Sincerely,
      Heartland Portfolio Management

      Customer Answer

      Date: 02/18/2025

      Heartland appears to have lied to us about fixing the issue. Please help if you can. I have been overcharged thousands of dollars by this point and continue to be.

      Business Response

      Date: 02/21/2025

      Global Payments, Inc.
      ****************
      *****************
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: **** ********

      Dear BBB Customer Relations Advocate,

      We have reached out to Mr. ******** to confirm the reduction in processing rates as well as provide the correct dates where we processed a credit. Mr. ******** is working with **** ***** from our ******************** team to explore further cost savings opportunities for their business. 

      We appreciate the opportunity to resolve this issue with the merchant. 

      Customer Answer

      Date: 02/25/2025


      Complaint: ********

      I am rejecting this response because I want to see actual adjustments in my rates consistent with what was promised to me. So far, I have only received a small credit that is likely not equal to the overcharges. 

      Sincerely,

      **** ********

      *********** *****

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