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Business Profile

Payment Processing Services

Heartland Payment Systems, LLC

This business is NOT BBB Accredited.

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Complaints

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

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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: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.
       
      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,

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

      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.


    • 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

    • Initial Complaint

      Date:01/04/2024

      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 cancelled my account with them, but they continue to charge me. Based on these other complaints, this a pattern of fraud, not a simple mistake. They say they received one of two credit card terminals, shipped to them in the same box. They clearly had to acquire both since they were in the same box and admit to receiving one but denying the other. Absolutely unscrupulous business practice.

      Business Response

      Date: 01/09/2024

      Heartland Payments
      *****************************************************************************

      1/9/2024
      Better Business Bureau Inc.
      Case Number: 21098619
      Consumer Name: **************
      Merchant ID number:
      Dear ******************** Customer Relations Advocate,    
      Thank you for reaching out to us and providing the opportunity to address your concerns. We apologize for any frustration caused by the billing issues you've experienced after the cancellation of your account.
      It is important to us that our customers' experiences are positive, even when they choose to part ways with our services. It appears there has been an oversight regarding the return of your equipment and the subsequent charges applied to your account.
      We will take the following steps to resolve this matter:


      Immediately review the cancellation and return process of your account to ensure that all actions were completed as per our standard procedures.


      Investigate the claims regarding the return of the credit card terminals, and verify all relevant shipping and receiving records.


      Contact you directly within the next 24 hours to discuss a resolution, which will include a full review of your account and any charges incurred post-cancellation.
      We understand the importance of this issue and will make efforts to address the situation in a timely manner. In the meantime, please do not hesitate to contact us at ************ or ****************************.
      We value your business and are committed to ensuring a fair and just outcome.
      Warm regards.

    • Initial Complaint

      Date:01/04/2024

      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.


      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.
      Heartland has refunded the fees as I requested.


      Sincerely,

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

      Business Response

      Date: 01/09/2024

      Heartland Payments
      *****************************************************************************

      1/9/2024

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


      Dear BBB Customer Relations Advocate,    
      We would like to express our sincere apologies for any inconvenience you have experienced with the charges related to the "Customer Intelligence Suite". We value your feedback and the opportunity to resolve any issues our customers may face. It is never our intention to have valued customers like you feel uninformed about the services you are receiving and the charges applied.

      To address this matter, we are taking the following steps:
      We will conduct a thorough review of your account to understand the exact nature of the charges.
      Our customer service team will reach out to you directly to discuss the findings and work towards a fair resolution.
      We will ensure that our billing statements are reviewed to improve transparency and clarity for all our customers.
      We are dedicated to ensuring your satisfaction and will work diligently to find a satisfactory resolution to your dispute. We will contact you to discuss. In the meantime, please feel free to reach out to us directly at ************ or **************************** if you have any immediate concerns.
      Thank you for bringing this to our attention, and we look forward to speaking with you soon.


      Warm regards.


    • Initial Complaint

      Date:12/18/2023

      Type:Customer Service Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my concern and disappointment regarding unauthorized charges on my account with ********************** company, as well as a significant rate discrepancy. In early 2023, I signed up for a service with a specified ****** Fee" rate of $100 per month out of my ****** Deposits," as agreed upon in our initial agreement. However, I have noticed from the start, that my account has been charged at rates of about 9% or higher monthly fees, which is not only significantly higher than the agreed-upon rate but also unauthorized. This issue began from the beginning in March 2023 till now, October 2023.In the statement period of March, my ****** Deposit" =$1560.08, and my ****** Fee"= $263.47. ; Rate= ****% ****** Fee." In April, my ****** Deposit"= $7307.26, and my ****** Fee" =$662.59. ; Rate= 9% ****** Fee." In May, my ****** Deposit"=$7060.93, and my ****** Fee" = $661.73; Rate 9.3% ****** Fee." In June, my ****** Deposit"= $8676.10, and my ****** Fee" =$714.17; Rate= 8.2% ****** Fee." In July, my ****** Deposit" =$7570.53, and my ****** Fee"= $639.98; Rate = 8.5% ****** Fee." In ******* ****** Deposit" = $7844.65, and my ****** Fee" = $663.86; Rate=8.5% ****** Fee." ETC.I had requested every employee, ***************, *************************************, **********************, and ****** to forward me my original contract which I signed, and physically show me where I had signed off an agreement to authorize any charges over the $100 monthly ****** Fee." However, none of the employees are granting me access to my own contract till months later. After gaining my contract, I noticed that there were signatures that I do not recall signing. The signatures do not have an IP address as to where I signed the document either. Due to no proof that I physically or digitally signed the document, I asked Heartland about this too. They denied answers and avoided the problem once more. Due to these high rate charges, my small business has been suffering, and my family as well.

      Business Response

      Date: 11/28/2023

      Hello, Nisar. Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience you may have experienced. However,after further investigation, it appears that your feedback is likely intended for a different Heartland company. We would like to clarify that we are Heartland Bank, located in *********, **. We appreciate your understanding in this matter and hope that the issue will be resolved promptly with the appropriate company.

      Business Response

      Date: 12/15/2023

      From: ************************* <***************************************************;
      Date: Wed, Dec 13, 2023 at 3:22 PM
      Subject: Fwd: You have a new message from BBB serving Western ************: complaint #********
      To: ***************************** <*******************************************************>


      This complaint is not **** (formerly Heartland ****).

      This is Heartland Merchant and I have no idea who manages their complaints.




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

      Director, Servicing Operations & Facilities 


      ****

    • Initial Complaint

      Date:12/06/2023

      Type:Billing Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company auto withdrawn monies from my bank account each month for the last year even though they have acknowledged we are no longer using their service. I have put a stop payment on the account 4 times this year. I would like a refund of the monies paid to them this year (2023).

    • Initial Complaint

      Date:11/21/2023

      Type:Billing Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company is unable to provide me with a transactional history from the 2022-2023 school year. I ended the school year with a balance of $11-$30, based on my autopay settings. That balance did not carry over to the 2023-2024 school year. I am suspecting fraud, especially if this is done to multiple parent's accounts.

    • Initial Complaint

      Date:11/02/2023

      Type:Billing Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used Heartland for credit card processing until 9/11/23. I cancelled services with them, and I continue to be billed for fees from them. I called in October and then again this month. I confirmed that I cancelled my services and asked them to stop billing me.

    • Initial Complaint

      Date:10/22/2023

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My heartland payment system and app did not work properly, reached out to heartland 3 times about the issue and nothing was resolved. Never was even given the option to even troubleshoot anything, no tech recommendation or anything, I lost all of my credit card transactions because of their app glitch so I made no money my very first time using the *** system that I paid $100 for so I lost that money too. Im highly disappointed they didnt even try to keep me as a customer.

    • Initial Complaint

      Date:10/19/2023

      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.
      We bought a business one year ago. The previous Owner used a Heartland credit card processing machine, that we decided to keep using. The machine was attached to a local NBT Bank account. We decided to open an account there as well.. Heartland issued us a new ************ returned the old one(s). The new machine was a problem from day one - It would not stay connected to the internet. but the internet provider was eventually able to navigate a solution. ( A solution that cost us a $100.00 charge) Heartland kept asking us to use their POS system- we said when the machine issues are resolved we would ..so a few weeks later we get the system. We were promised hands on help setting it up. After several failed attempts at getting ANY help we returned the UNUSED (not even set up) system on June 21, 2023. Heartland continued to take funds from our account. The following months they took $383.95 (twice) and $295 (cancellation fee) for a total of $1,062.90. They have refunded:9/8 $78.00 9/29 $125.00 10/2 $125.00 10/4 $295.00 Calls, ************* to Heartland and to NBT go unanswered

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

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