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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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    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:04/19/2024

      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 am a small business owner and have been using Heartland for seven years to process weekly credit card billing. In November of 2023, Heartland phased out the system I was using (Heartland Connect) and transferred my account to a newer platform called "Portico". Prior to the transfer I was told that our client data would be preserved and moved to the new system. Credit card information was moved for most of our clients, however none of the sales data tied to each customer was preserved. This is critical information for me as a business owner as reference for taxes, to manage payment disputes and overall business intelligence. I was not asked and certainly not informed that seven years of data was going to be dumped. I certain this is not legal, but am not sure how to best proceed with this. Any assistance would be appreciated.

      Business Response

      Date: 04/23/2024

      Global Payments, Inc.
      ******************************************************
      Globalpay.com

      Better Business Bureau Inc.
      Case Number: 21599720
      Consumer Name: *************************
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for reaching out and allowing us the opportunity to review your concerns. Notifications were sent to all Connect users explaining the decommission and migration to **********, and outbound calls were made to avoid delays for our customers. In the communication that was provided to users, it specified ******** migration includes schedules for customers with credit card and ACH account information on file for recurring payments. Unfortunately, this did not include the payment history, only the stored card information and recurring billing cycles. However, we understand this is an inconvenience to you and your business and have made every attempt to retrieve the information requested. On 4/4/24, a supervisor escalated the request to have the history retrieved for the 5 customers provided by *****. The IT team researching the requests were unable to locate contracts, or payment history for the customers provided.

      We strive to make all technology enhancements as streamlined as possible, with little to no interruptions for your business, but unfortunately, it was not possible for us to have the payment history transferred with this migration. Our sincerest apologies.

    • Initial Complaint

      Date:04/10/2024

      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.
      We use heartland payment 3 month in 2023, They were having some issues with their system so we stopped using it and returned the machine in January 2024. But they still charge my bank account.2/1 $54.78 3/1$53.50 4/1 $53.50 4/10 $295.00 We try to message and call , but no one answers.

      Business Response

      Date: 04/11/2024

      Global Payments, Inc.
      ***************************
      *******, ** 30326
      Globalpay.com

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

      Dear BBB Customer Relations Advocate,
      After reviewing the account we don't see where anyone called to close the account, and per the terms and condition of the contract this is required. Due to this, the fees charged were valid. We do see that on 4/8 someone called to close the account and we can verify this has since been closed.

    • Initial Complaint

      Date:03/08/2024

      Type:Order 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 02/22/2024 my business used the Heartland Platform to do Ach Payments and heartland payments has been holding my payments for 3 weeks now this issue has caused me a hardship.

      Business Response

      Date: 03/12/2024

      Global Payments, Inc.
      *********************************************************
      Globalpay.com

      Better Business Bureau Inc.
      Case Number: 21406837
      Consumer Name: *******************
      Merchant ID number: ***************

      Dear BBB Customer Relations Advocate,

      Thanks for your inquiry, after review, currently these ACH pending transactions are being reviewed by Risk per their request. They are following the guidelines required in any transactions made within a short time frame of a new account opening, and information that was requested to be shared wasn't provided. Per their notes this information has been shared with the merchant on what next steps are as well.

    • Initial Complaint

      Date:03/06/2024

      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 use Heartland for my credit card processing & theyve overcharged my account by $740 from September-December. The rep keeps telling me a refund is coming, but it never shows up. Im being told I need to sign contract forms in order to get the money back that they owe me.

      Business Response

      Date: 03/08/2024

      Global Payments, Inc.
      *********************************************************
      Globalpay.com

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

      Dear BBB Customer Relations Advocate,

      We have processed a refund for a total of $740 for the Customer Intelligence Suite Premium billed to the customer's processing account. The customer should see the refund within the next 3-5 business days. As far as signing a contract, this is only required to reduce overall processing rates and if the customer wishes to proceed. We reached out to further explain the agreement and are waiting to hear back from the customer.

    • Initial Complaint

      Date:03/01/2024

      Type:Billing 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.
      I am a cliente of heartland processing services . they do my credit card processing service.in FEB 1st 2024 Heartland pulled ACH draw from my bank account and refused to pay it back even when admitting it was their accounting error .after spending a lot of time , and forced to borrow money to conduct my business while heartland took their time to refund their accounting error to me , they decided to only refund partial ( made no sense ) and refuse to cover any of my finance charges I accumulated due to their own admitted error .

      Business Response

      Date: 03/06/2024

      Global Payments, Inc.
      *********************************************************
      Globalpay.com

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

      Dear BBB Customer Relations Advocate,

      This Merchant ran a sale for $140k with PM+ and the batch closed on 1/20/24. Risk then reversed the transaction on 1/27/24 but did not refund any of the fees. ***************************** received the escalation from *********************** and after much back and forth with Risk and Pricing we sent a goodwill credit of $910.10 for the interchange and $2,660.00 for the discount fees on 2/21/24. The merchant came back saying he was owed more and another refund of $206.50 was processed on 3/2/24. A total of $3,776.60 has been refunded back to this merchant.

      Customer Answer

      Date: 03/06/2024


      Complaint: ********

      I am rejecting this response because:

       

       I see no communication from the business on the web site , please help 
      Sincerely,

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

      Business Response

      Date: 03/19/2024

      Global Payments, Inc.
      *********************************************************
      Globalpay.com

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

      Dear BBB Customer Relations Advocate,

      After review of the merchant's rejection, our system shows the merchant received a refund. We believe there is a misunderstanding and have attempted to call this merchant several times to clear this up and be of further assistance. We have only been able to reach this merchant's voicemail and not speak directly to them. We will continue to attempt. Please close this case and **** as resolved.

    • Initial Complaint

      Date:02/09/2024

      Type:Service or Repair 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.
      A request to cancel all of our accounts was made in November 2023. Two of the accounts were cancelled. One was "missed". I was told on 12/4/23 that they were going to close the account and refund the ***** that they took out of our account. We then received a December statement and an additional ****** was taken from our account. E-mails have been sent and ignored. A letter was sent to their corporate address, to which there has been no response, and no fees returned, As I read through these complaints, I see that this is a recurring situation,

      Business Response

      Date: 02/14/2024

      Global Payments, Inc.
      *********************************************************
      Globalpay.com

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

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry, after review from leadership they have processed a refund for the amount of $237.50. This normally takes 5 to up to 7 business days to see this refunded the bank account we had on file. Apologies for the inconvenience.

      Customer Answer

      Date: 02/14/2024


      Complaint: ********

      I am rejecting this response because: I would just like to know why the total of $296.00 was not refunded. There were 2 months that funds were taken from our account. One in the amount of ***** and one in the amount of ******. Why is only one being refunded when we were told the ***** would be returned also? 

      Sincerely,

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

      Business Response

      Date: 02/21/2024

      Global Payments, Inc.
      *********************************************************
      Globalpay.com

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

      Dear BBB Customer Relations Advocate,

      Hello, thanks for your inquiry, after reading the notes it seems the $58.50 that was rejected were fees from November, this is actually the month this merchant called to close the account therefore is why the amount was charged. After further review we did go ahead and refund the additional amount. Please know this normally takes 5 to 7 business days to process.

      Customer Answer

      Date: 02/23/2024


      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:02/02/2024

      Type:Sales and Advertising 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.
      Heartland started charging new fees every month that's over $175 . in the month of December they charged me $179 for annual reporting fee that I never had 2 years ago out of my 11 year account with them . this month they charged another $180 for infrastructure fee. every month they are coming up different fee that we are not liable to pay. when we asked a refund they said they cannot refund the charges. they charged these fees only to my account and not every ******************** customers are getting these fees.

      Business Response

      Date: 02/09/2024

      Global Payments, Inc.
      *************************************************** 30326
      Globalpay.com

      Better Business Bureau Inc.
      Case Number: 21239955
      Consumer Name: ***** Business - *****
      Merchant ID number: *******


      Dear BBB Customer Relations Advocate,


      We were able to reach an agreement with the customer by offering a refund of the Annual Reporting fee in the amount of $179, and the Infrastructure fee in the amount of $169 with the commitment of a Loyalty Credit. We were successful in retaining the account and satisfying the customer concerns.

      Thank you.

      Customer Answer

      Date: 02/11/2024

       
      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.

      Business assured that they will refund the charges with in next 30 days. so the resolution is satisfactory
      Sincerely,

      ***** Business

    • Initial Complaint

      Date:01/21/2024

      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 ordered a pizza from Pizza Shoppe online on 1/9/24 and paid $34.64. Pizza Shoppe ************************************************************************. Phone **************. Order #0L02. The order was received and confirmed. When I went to pickup the restaurant was closed and locked. I called the phone number with no answer. The next day I called again and they answered and stated due to weather they was closed. I told them about placing the order and they stated all orders that were placed were cancelled. But my CC was charged anyway on the 9th for $34.64. I called the business again and they said my account would be credited within 4 to 5 days. I tried to contact Heartland but that's impossible. It's now been 11 days!

      Business Response

      Date: 01/26/2024

      Heartland Payments
      *********************************************************************** 73012

      1/26/2024
      Better Business Bureau Inc.
      Case Number: ********
      Consumer Name: *****************************
      Merchant ID number:


      Dear BBB Customer Relations Advocate,    
      While we help to facilitate electronic payments for our customers (merchants) the dispute process of a transaction is between the cardholder, the bank that issues their card, and the business the card transaction (or sale) took place at. Cardholders unable to resolve a disputed sale with a business should engage with their issuing bank to submit a formal dispute and they will help to navigate the process for them.


      Customer Answer

      Date: 01/26/2024


      Complaint: ********

      I am rejecting this response because: This business stole my money for prepaying online instead of in person. I had no idea the business wasn't open. If a business isn't open it shouldn't accept online orders! So I have to file a complaint with my credit card company. I will be sure to review this one and I will never patron this business again! 

      Sincerely,

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

    • Initial Complaint

      Date:01/18/2024

      Type:Billing 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.
      TSYS Is a credit card processor I have sent a written cancelation request first on about August 31st 2023 as shown in the attached document it was received 9-9-23. TSYS continued to charge $235.90 per month TSYS was contacted and they said they would not cancel because the previous cancel request did not give a reason for the cancellation. TSYS then sent a cancelation form that they use the form was filled out and returned on 11-7-23. On 11-20-23 TSYS replied that the cancelation was declined because of a signature mismatch and requested a copy of drivers license. The Copy of the ** has been sent but I am sure that instead of canceling the account TSYS will just decline for a different reason and continue to steal a few hundred dollars per month unless we can get some help. I have attached the last 3 statements that show no activity in the account and the transcript on TSYS's portal. Thank You for your help!

      Business Response

      Date: 01/22/2024

      Better Business Bureau Inc.
      Case Number: 21164914
      Consumer Name: *************************
      Merchant ID number: **************

      Dear BBB Customer Relations Advocate,

      Our investigation showed that the initial request for cancellation of account was on September 19, 2023 which was also approved by the merchants relationship manager.
      Upon checking, there were no recorded transactions from September onwards. The last recorded transaction was on August 30, 2023. With this, we will refund the amount of $1007.28 which covers their monthly bill and annual fee charged from September to December of 2023. The account is already closed/canceled as of this writing.
      We have made several attempts to get hold of the merchant on January 19, **** and early part of January 22, **** but all were unsuccessful and routed to voicemail. We managed to talk to ************************* after our last attempt today and discussed the amount to be refunded. She agreed with the amount and confirmed that their bank account is active on where to forward the refund. She was advised of the 5-7 business days turnaround time for the refund.

      Consider this case resolved. Thank you.


      Customer Answer

      Date: 01/24/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:01/08/2024

      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.
      ON 7-7-2023 RECEIVED AN TEXT MESSAGE REQUESTING SOMEONE TO HELP WITH PAYROLL FOR PAYROLL MANAGER OF HEARTLAND WHILE HE WAS ON VACATION. IVE BEEN DOING THIS FOR 6 MONTHS BUT NO PAYMENT. IVE BEEN PURCHASING MY SUPPLIES AND WAS INFORMED I WOULD BE REIMBURSED. I WAS GIVEN SOME CHECKS TO DEPOSIT INTO MY ACCOUNT AT END OF YEAR 2023. THE WERE REJECTED AND TAKEN OUT OF MY ACCOUNT. THE **** I **** WITH IS GOING TO CLOSE MY ACCOUNT DUE TO SUSPICIOUS ACTIVITY. I SPOKE WITH ***** FARGO **** AND THEY EXPLAINED WHAT HAS HAPPENED. I HAVE EMAILS AND TEXT MESSAGES SINCE JULY OF 2023. I WASNT PAID AND I WASNT REIMBURSED AND MY **** ACCOUNT IS GOING TO BE CLOSED DUE TO THIS. I WANT MY MONEY THAT THESE PEOPLE OWE ME

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

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