Payment Processing Services
Heartland Payment Systems, LLCThis 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
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:11/26/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Heartland Payment Systems LLC is scamming its customers. I have had an account with them for more than 12 years every year around October/November/December they come up with multiple charges with different names Those are unexpected and unexplained fees without my consent, last year they charged me a fee of $175 and they say that it's a reporting charge. This year they are saying its infrastructure fee is $254. every year, they try to take money from my bank account without prior information that I'm not liable to pay for. why should I pay for your infrastructure to improve? if you don't have infrastructure then don't come to the business and say that we are cc processing company with so and so facility. I'm paying almost 4% of charges every month that's way higher than other credit card processing companies. out of everything they want to collect more and more money at the end of the year with different names. I need my money back as I said i cannot pay for them to improve their infrastructureBusiness Response
Date: 12/01/2024
Better Business Bureau Inc.
Case Number: ********
Customer Name: ***** ************
Customer DBA: ********* ********
MID Number: ***************
Dear BBB Customer Relations Advocate,Thank you for reaching out. The merchant was complaining about the infrastructure fee of $254 and the initial refund request has been denied because there was a refund that was issued on their account last February. We have checked the margin on this account and it's way too low, 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 *** ************ have any concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
Sincerely,
Contact Name: ********* ******
Contact Title: Manager, NAMB GSC
Contact Phone Number: + ** * **** ****
Contact Email: *********************************Initial Complaint
Date:11/25/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Heartland credit card processing is a total scam. You sign a contract, they don’t notify you the contract needs renewed , then proceeds to double your credit card processing fees. When asked to credit the account. They refuse. Shady business practiceBusiness Response
Date: 12/03/2024
Thank you for your inquiry into the above referenced case. We have researched the account and have spoken with the merchant.
The Client Manager that previously addressed the merchant's rate concerns reached back out after the formal complaint to get more details about their request for concessions. The merchant requested that we fully refund the difference in fees from their previous rates to the rates that were put into effect on August 1st. The Client Manager previously offered to lower the rates and make them retroactive to November 1st. This was already in place prior to the formal complaint.
Wednesday, November 27th, the Client Manager offered to refund approximately half of the difference, in the amount of $6,000, in the form of a Loyalty Credit Agreement. The merchant has accepted this agreement. The paperwork has been signed, returned and forwarded to our pricing team for implementation.Initial Complaint
Date:11/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a very small thrift store. I got heartland to do the pos credit card money. They just billed me 254 for an upgrade to the system that does not work consistently anyway. I never approved the money to be taken out. They just took it. They said I have a three year contract with them. They told me there was no limit on how long I would stay with them.Business Response
Date: 11/19/2024
Global Payments, Inc.
**** ***** ** **
******** ** *****
*************
Better Business Bureau Inc.
Case Number: ********
Consumer Name: *** ********
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
We have successfully contacted the merchant and scheduled a time for them to discuss their concerns with a member of our leadership team. At this moment, we do not have any additional updates regarding this matter.
Thank you,
Heartland Customer ServiceInitial Complaint
Date:11/01/2024
Type:Order 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.
Heartland Payment Systems LLC is scamming their customers. Trapped me into a 3 years contract with large unexpected and unexplained fees without my consent, like the charge of $254 today without explanation. My banker ignored me. I am being taken advantage of. This is wrong. I am PCI compliance until 10/25 and have 1 domain. My business is not complicated. They should never be able to just take my money. Is this illegal?!Business Response
Date: 11/06/2024
Global Payments, Inc.
**** ***** ** **
******** ** *****
*************
Better Business Bureau Inc.
Case Number: ********
Consumer Name: ******** *******
Customer 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 have spoken with the merchant.
We explained the info**ation related to the Infrastructure Fee that was billed and her options related to that. ******** explained that she had been told by her bank rep that the fee would be refunded. We connected with the bank rep (**) and they are working on that portion, hoping it will be refunded by Monday.
The merchant then requested to close the account, and we have initiated that process. No further questions were asked by the merchant.
Customer Answer
Date: 11/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *******Initial Complaint
Date:10/25/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Heartland Payment Systems charged me basis points on an amount over and above total deposits due to a large return. The return was processed on 09/11/2024 thus leaving no explaination for charging points at the end of the month on an amount over and above what I earned. They refused to refund any amount of these fees. They regularly charge fees without explaination. An example is an "Infrastructure Upgrade Fee" on the October 2024 statement that they claim was for the year 2024 but refused to detail what those upgrades were even after threat of canceling our account. They refuse to remove the fee or prorate it in any way which simply doesn't make sense. Further, in August 2024 they reduced our rates but raised them in the 9 days time it took to process the new rates, leading me to believe they effectively charged me to reduce my rates. I do not believe Heartland is acting in good faith, or cares about their customers. We had been a customer for over 10 years.Business Response
Date: 10/30/2024
Global Payments, Inc.
**** ***** ** **
Atlanta, GA 30326
*************
Better Business Bureau Inc.
Case Number: ********
Customer Name: ***** *********
Customer DBA: FIRST PENN PRECIOUS METALS INC
MID Number: ***************
Dear BBB Customer Relations Advocate,Thank you for the inquiry to the referenced case. Our Client Management team has had multiple conversations with this merchant related to their concerns. The referenced fees charged are legitimate based upon a transaction that occurred between the merchant and one of their customers, then that customer proceeded to return some of those items. There were no errors on Heartland's end in this situation. However, our Client Management team still offered a one-time courtesy credit to offset the difference, this offer was refused by the merchant.
Related to the other concerns mentioned, specifically the Infrastructure Upgrade Fee, the details are clearly stated in the merchant statement that was sent months prior to it being charged, along with options if the merchant disagrees with the fee.
The merchant has the contact information to communicate with our Client Management team in the event they wish to discuss these items further. Along with the option to accept the offer we have presented for their concerns.Initial Complaint
Date:10/12/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We own a small, family owned boutique. We use Heartland Payment Systems as a back up credit card processor and for gift card processing. We recently noticed we were paying very high monthly fees for the amount of credit card processing we were doing (i.e. $300 in charges for $600 of processed charges). Upon review, we realized we were being charges all sorts of hidden fees such as PCI Non-Compliance Fee ($125/mo), Customer Intelligence Suite ($55/mo), Service & Regulatory Mandate Fee ($109/mo) among other smaller charges. I spent hours and hours on the phone with their customer service team voicing my complaint on these absurd charges which they refused to take liability for. Their words were...it's not our fault you didn't review your statement. The statements contain hundreds of line items for various credit card fees with Visa, Mastercard, etc. so it would be impossible for someone not an expert in this area to interpret them. It's very sad there are so many businesses like ours that are being taken advantage of by this large, corporate company. Especially during a time when many of these small businesses were struggling during the pandemic. I'm sure they will claim it's covered in their "Terms & Conditions" but it's clearly a dishonest and fraudulent business practice and they need to be held accountable.Business Response
Date: 10/15/2024
In review, it appears the Customer Intelligence enrollment took place in early March 2020, and Heartland notified the customer via the card processing statement. The statement message specified they were being provided a 30-day trial, and billing of the service would begin in April of 2020 for $54.95 per month. In the statement, it also explains how to terminate this service.
Per our records, in August 2024 the customer called to cancel and opt out of the Customer Intelligence product. As a courtesy, we approved a refund for 6 months of the billing for a total of $329.70 and this credit was applied to the August processing statement. In review of the Non-Compliance PCI billing, we began notifying the customer in August 2020 via the card processing statement as well.
Customers are responsible for validating their PCI Data Security Standard (PCI DSS) compliance via a third party provider. PCI DSS compliance is critical for customers accepting cards. Furthermore, the card brands mandate that acquirers (like Heartland) report on the PCI DD compliance of their merchants. Heartland partners with ****** to assist customers with validating their compliance. If customers do not complete the validation process, a PCI Non Compliance billing of $125 is assessed. As a courtesy we refunded 6 months of the PCI Non compliance billing totaling $750 on the August 2024 statement.
We understand our customers may not be well-versed on industry standards and we have a department specifically dedicated to educating and consulting our customers on statement billings as well as best practices. In review, the customer did speak with our Client management team, which is where the courtesy refunds were processed. We apologize the courtesy refunds did not meet the expectations of the customer however the courtesy refund is the maximum gesture of goodwill we can offer. If additional questions or concerns regarding the processing account, please contact Abby Griffin at [email protected].Business Response
Date: 10/28/2024
Global Payments, Inc.
**** ***** ** **
Atlanta, GA 30326
*************
Better Business Bureau Inc.
Case Number: ********
Consumer Name: ****** ****
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
PCI DSS (Payment Card Industry Data Security Standard) compliance is a global security standard that helps protect cardholder data and reduce fraud and data breaches. It applies to any organization that stores, processes, or transmits credit card data. PCI Compliance is not only centralized to the software or device being utilized, it also includes how a business may be accepting payments & card information. We strive very hard to exceed our customer’s expectations however we will not be able to offer any additional concessions for the disputed fees.
Customer Answer
Date: 10/29/2024
Complaint: ********
I am rejecting this response because: This doesn't address my prior response at all. This appears to be an auto-generated response by the company regarding PCI Compliance. Once again, this is a major concern for not only our business but all potential businesses impacted by these extraordinary, hidden fees and I think should be investigated by the Better Business Bureau or appropriate regulatory agencies.
Sincerely,
****** ****Initial Complaint
Date:09/20/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently discovered that Heartland Payment Systems has been charging
my account $54.95 per month for something called a “ customer intelligence
suite”. They have done this for the last 4.5 years. I never asked for this, was
never told about this, did not want it then and certainly do not want it now.
They started charging this fee right at the beginning of COVID, when many
businesses, including mine, were concerned about applying for PPL loans.
I was not really concerned about credit card payment systems at the time.
I trusted Heartland….. I called Heartland expressing my disappointment.
They offered me 3 months worth of a refund on this fee…..this is unacceptable…. I am asking for a refund of $2,967.30. This is 48 months at
$54.95 per month……Heartland has lost my business and my trust forever.
Apparently I am not the only customer of theirs who is disgusted with them.
Very deceptive and unprofessional. This company took advantage of its
customers at a very vulnerable time in the business environment.Business Response
Date: 09/25/2024
Global Payments, Inc.
**** ***** ** **
Atlanta, GA 30326
*************
Better Business Bureau Inc.
Case Number: ********
Customer Name: ******* * *****
******** **** ******* * ***** ** **
*** ******* ***************Dear BBB Customer Relations Advocate,
Thank you for your inquiry into the above referenced case. We have researched the account and have had multiple contacts with the merchant.
Related to the initial notification on the mentioned Central Intelligence Suite (CIS) fees, they were initially informed of the service trial via physical letter on 3/4/20, offering a one-month, free trial of the product. The merchant was advised, in the letter, to contact us to cancel the service after the trial had ended otherwise a $54.95 fee would be assessed monthly. We notified the merchant again on the 5/2020 statement of CIS services and provided the phone number to contact us if they wish to no longer be enrolled in the service. We received no contact from the merchant until 9/3/2024 regarding the fees. At that point we provided the merchant contact information to our rate review team for further review.
The merchant was contacted on 9/6/2024 and a reduction was provided to them for their fees, the merchant asked about a refund for CIS fees and one was offered as a loyalty credit requiring an agreement be signed. The merchant refused this agreement and the call was ended shortly thereafter. The merchant called back on 9/20/24 and asked again for a credit of their CIS fees, we again offered the loyalty credit requiring an agreement be signed by the merchant, he refused this offer once again.
At this point we have made the offer for a credit that we are prepared to provide the merchant and he has the means to contact his point of contact with the company. We are unable to offer anything beyond what has previously been offered to the merchant on multiple occasions.
Customer Answer
Date: 09/26/2024
Complaint: ********
I am rejecting this response because:The astonishingly pathetic response that I received from Heartland is totallyunacceptable. Heartland offered me a ridiculously small refund ONLY IF I AGREED TO REMAIN A CUSTOMER OF
THEIRS GOING FORWARD!!!……Why in the world would I remain a customer of a company that deceptively took
almost $3,000 from my account? If a burglar steals $3,000 in cash from your home, then, when caught, offers
to return $250, is that ok? Of course not. Same principal here. No wonder there are so many class action lawsuits
against this company, as well as many, many complaints to BBB…….I spoke to an acquaintance who used to be in
sales for Heartland. He said that Heartland stuck the information about the upcoming $54.95 “ customer security
suite” per month in very small print at the end of each statement, knowing full well that the customers who never
see this information. Heartland knew that small businesses, trying to obtain PPL loans to merely survive as COVID
hit, would probably overlook this new charge conveniently tucked away in each statement…… I have been in business
for 41 years, and I have never been part of anything that has hurt so many people. We trusted this company, and they
stabbed everyone in the back. How low can you go?…….. Heartland has lost my business forever. I switched to
another credit card company today in fact. But I insist on a full refund. 54 months ( 4.5 years) at $54.95 per month
equals: $2967.30. Plus interest…… my colleagues are leaving this company like rats off a sinking ship.
Just unbelievable bad!
Sincerely,
******* *****Business Response
Date: 09/30/2024
Global Payments, Inc.
**** ***** ** **
******** ** *****
*************
Better Business Bureau Inc.
Case Number: ********
Customer Name: T****** * *****
******** **** ******* * ***** ** **
******** ** ******* ***************Dear BBB Customer Relations Advocate,
We have received the response to our initial reply for this case. While we understand the frustration this situation may have caused, our team has provided the merchant with the only offer we are able to provide in this circumstance.
With multiple notifications of this service being provided to the merchant, along with monthly statements being sent, we advise each merchant on their monthly merchant statement: “As a reminder, you must provide Heartland with notice of errors, improper charges, or other issues related to your merchant statement within 90 days of the date of the merchant statement.”
Due to the extended period of time this was on the merchant statement with no response from the merchant, we are unable to provide any additional offer than what has already been offered by our Client Management team.
Customer Answer
Date: 10/07/2024
Hello ****,
Thank you and BBB for your assistance in helping me file a sincere complaintagainst Heartland Payment Systems.
After about one month of trying, I was finally able you talk to someone in uppermanagement in their client retention services department. We worked outa refund settlement amount ( not great, but acceptable). I told the gentleman thathis company was dishonest and that I would never, ever do business with Heartlandagain. Heartland has hurt hundreds of their customers, many already struggling.
So my resolution came through a long phone call to them, etc. etc. Nothing elseworked.
I sincerely appreciate the effort BBB made on by behalf. Thanks so much.
Sincerely,*** ***** OD
Sent from my iPadInitial Complaint
Date:09/11/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used to use this payment system but stopped using it and continued getting billed $228 a month since May of 2021 until September 3rd, 2024. I called and asked why I was still being charged when I closed my account and they said it was an auto generated bill and they refuse to refund me.Business Response
Date: 09/17/2024
Global Payments, Inc.
**** ***** ** **
Atlanta, GA 30326
*************
Better Business Bureau Inc.
Case Number: ********
Consumer Name: **** ****
Customer 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 have attempted to call the merchant to explain that there is no record on file to indicate that he reached out to cancel the account.
Per the agreement, it is the responsibility of the merchant to advise us that they are canceling their account, at that time we are able to perform account verification to ensure the account remains secure.
As of 09/05/2024 the account has been closed. Once we connect with the merchant we will offer a one time courtesy credit. At this point we have yet to connect with the merchant, but will proceed to make further attempts.
Customer Answer
Date: 09/18/2024
Complaint: ********
I am rejecting this response because: We never signed a contract with Heartland Payment systems. They do not have a contract with our signature.
Sincerely,
**** ****Business Response
Date: 10/01/2024
Global Payments, Inc.
**** ***** ** **
Atlanta, GA 30326
*************
Better Business Bureau Inc.
Case Number: ********
Consumer Name: **** ****
Customer DBA: **** ** **** *****
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
We have reviewed this case further, we have provided the merchant with multiple documents that have been required for specific maintenance requests, such as change of address, pricing adjustment or adding services, all with signatures agreeing to the terms and conditions.
Based upon these provided documents, we will continue to hold the merchant to the closure requirements outlined in our terms and conditions. We received no request for closure until 9/3/24 and after verification we were able to close the account as of 9/5/24.
We will continue to communicate with the merchant and the original offer for a one-time courtesy credit to the merchant is available upon their acceptance.
Customer Answer
Date: 10/08/2024
Complaint: ********
I am rejecting this response because: they continued to bill us (totaling over $8000.00 dollars) when we were not using their service and there is no original contract been provided, only amendment documents. We were willing to settle for 1/3 of the total but they refuse so we will be filing a case legally with the courts if this is not resolved. We are prepared to hire representation to recoupe these funds.
Sincerely,
**** ****Initial Complaint
Date:08/19/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company was a payment processor of ours until March 2023 when they cancelled our account. I noticed that since that time we were still getting charged by TSYS which is a company that Heartland utilizes for processing payments. Heartland never notified TSYS that they cancelled our account (Per their agreement they would as this is part of Heartland process) and TSYS continued to charge Merch Fees totalling $3,443.63. I contact TSYS and they stated that Heartland never notified them and this is not the first time this has happened. I contact Heartland explaining everything and they stated that they do not care they are not refunding back any of the funds.
I need my money back as this is called stealing.Business Response
Date: 08/22/2024
Global Payments, Inc.
**** ***** ** **
******** ** *****
*************
Better Business Bureau Inc.
Case Number: *********
Consumer Name: **** ****
Customer DBA: THE DOC PROS
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
Thank you for your inquiry into the above referenced case. We have researched the merchant accounts and found that the accounts associated with Heartland were legitimately closed and no invalid charges were processed.
We have attempted contact with the merchant via phone and email to explain further. When the Heartland account was terminated in 7/2023, there was no option for Heartland to be aware of and close other accounts that potentially could be related to this account that fall outside of Heartland. As the mentioned charges requested for refund are outside of Heartland, we have no insight into those accounts and cannot speak to their agreements.
We have provided the merchant with contact information to TSYS for further communication.
Initial Complaint
Date:08/17/2024
Type:Billing 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.
I terminated my point of sale contract with Heartland within the initial 30-day trial window in which I was to do so to avoid a $295 early termination fee. This date/no fee arrangement was in my contract and verified by multiple customer service representatives and my sales **** The next month I was charged that $295 fee (debited directly from my account). I was also charged my previous monthly $130 software fee even though I was no longer using their software, again verified by my sales **** I have now spent a few hours trying to get this amount refunded with no resolution, except that my "refund request" is being reviewed and I "should" hear back by the end of the month. This is unacceptable to me since the fees were debited from my account on 8/2/24 ($295) and 8/1 ($130), and I've already put hours into trying to get back my funds that they never should have withdrawn in the first place. If anything I should be compensated for my time resolving their error that has cost me.Business Response
Date: 08/21/2024
Global Payments, Inc.
****************
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: #********
Consumer Name: *********************
Customer DBA: DANBY FOOD AND DRINK
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
We have reviewed this case and have confirmed that the refund for the *** of $295 has been approved by our leadership team and submitted to our pricing team. This process can take 5-7 business days to complete. As for the additional $130 credit, this has been approved and processed to the merchant.
We have made an outbound call and spoke to the merchant to advise of these updates, along with other items for the merchant's awareness. We also have emailed this information to the merchant for their records.
Should the merchant have further questions they have the contact information necessary for further follow-up and support.
Customer Answer
Date: 08/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.
Sincerely,
*********************
Heartland Payment Systems, LLC is NOT a BBB Accredited Business.
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