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Business Profile

Payment Processing Services

Health Payment Systems, Inc.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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:03/17/2025

    Type:Service or Repair Issues
    Status:
    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 are on payment plan with HPS. We get paperwork referring to late payment or past due payment. I call and am told you have 2 accounts, or we cant see that. Sometimes calls take ***** minutes, then we find payment plan. If they cant keep track of their paperwork or plans, that is their issue and I dont need to keep wasting my time. 1-3 months after I call them thinking issue is resolved, its ground hog day and process starts up again. I have call dates / times and reference call # if needed.

    Business Response

    Date: 03/26/2025

    I'm sorry for the confusion and inconvenience this customer experienced with regards to their payment plan and accounts and completely understand that this has been a frustrating experience for them.

    Upon further research, our system was displaying multiple accounts for this individual. This created some confusion when our representative was accessing their information. On 3/25/2025 one of our ************* Supervisors was able to connect with the customer to walk through the details of their active account, the issue with regard to payment method, and help establish an updated payment plan with an active card.

    We will be providing a refreshed training to our customer care representatives so they can assist more quickly when a scenario like this occurs for to reduce future frustration related to call time.

    Thank you for the opportunity to respond to this issue. If there is anything else I can do to provide support I can be contacted using my direct line shared below.

    Kindly,
    ***** *******
    Operations Manager
    HPS/********
    ***************
    ********************

  • Initial Complaint

    Date:02/11/2025

    Type:Product Issues
    Status:
    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.
    Hello,I have been trying to get an itemized statement of an unexpected bill that I received from them. I have called multiple times and been told that I would be provided an itemized statement of my bill, I contact them via email as well and have not received a response back. I imagine that my bill will be going to collection soon without them contacting me or providing me an itemized statement of my bill as I was promised by their customer service representative during our conversation in December, and January. I am not really sure what else I can do to get the itemized statement so that I know what I am paying for as they will not provide that to me. Thank you, ***** *****

    Business Response

    Date: 02/19/2025

    February 19, 2025


    To whom it may concern:

    This response is regarding complaint ID ******** submitted on 2/11/2025 requesting an explanation of the events from our perspective and/or a concrete plan for how to work toward a resolution.

    We are aware of the customer's request for an itemized statement and are actively working with them to ensure they can access their account through our system to view their statement and address any additional concerns.

    The requested itemized statement was originally sent on 1/22/2025 to one of the email addresses that we had on file for the member and that he had used to communicate with us in the past.

    Our support team spoke with the customer on 2/14/2025 and assured them that their account is currently on hold and will not go to collections as a result of any delay in accessing their statements.

    Thank you for bringing this to our attention and for the opportunity to respond to this submission.Our team is actively working to resolve this issue and if the customer has any additional concerns they may contact me directly.

    Thank you,

    ***** *******
    Operations Manager
    ***************
    ********************

    Customer Answer

    Date: 02/19/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Please see my attached screenshot from yesterday. I have been receiving calls during my work day that I am unable to answer. They did call me yesterday after my work day when I answered I was put into a call loop that prompted me to end and accept a new call several times. I ended the loop and received a voicemail with instructions to call back - When I called back I was placed on hold until after 5 P.M. when their office calls. They have my email information from previous interactions so I am unsure why they would need to confirm it still as the email associated with that account is "************************" (which I did confirm during the conversation on February 14th as well) has been the one I have always used for that account. Please let me know if there is any additional information needed from me. I appreciate your time and cooperation throughout this process. 

    Regards,

    ***** *****

    Business Response

    Date: 02/28/2025

    Thank you for bringing this to our attention. We apologize for any frustration caused as our team tried to reach the customer via phone. 

    Since our last response, our ************* Team has had ongoing communication with the customer via our support ticketing system and has sent the itemized statements as requested. 

    Our team is also working with the customer to find a time that works for them to walk through our member portal and show where to access itemized statements in the future. 

    We feel confidant that we will satisfy this member's request and are committed to finding a positive resolution.

    Thank you for your patience,

    ***** *******
    Operations Manager
    ***************
    ********************


  • Initial Complaint

    Date:04/03/2024

    Type:Service or Repair Issues
    Status:
    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.
    HPS processes health payments for my employer. In my Personal Profile for the site, HPS has listed a "Home contact phone number" that does not belong to me, has never belonged to me or anyone I know. I have repeatedly requested to have that number removed from my profile. My HR department has requested the false info be removed (starting in August of 2023), and the information is still listed in the system. On 1/9/24 I received a message that the phone number was removed and I can confirm that the false info is still listed in my account as of today (4/3/24). This is a HIPPA violation & needs to be resolved.

    Customer Answer

    Date: 04/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Hello! I have received a reply from HPS and they have corrected the issue pertaining to Complaint ******** please see the attached communication.


    Regards,

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


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