ComplaintsforHeartland Payment Systems, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I close my account in January when I sold my business they charged me in March. I called and told my account was still open and which point I asked that I not be charged again in April and then they close my account. They charge me again in April, they authorize withdrawals from my account, and they are telling me too bad

  Business response

  05/29/2024

  Please note we do not have ********************* in our system as an agent or insured name. This may be related to another company that has Heartland in the name however Heartland *************** in *************** does not have record of this name. 

  Customer response

  05/30/2024

  The accounts are under USA Ninja Challenge in *********** MA and Manchester NH 

  Business response

  06/20/2024

  Global Payments, Inc.
  ************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *********************
  Merchant ID number: 
  *** Ninja - **********: ***************
  *** Ninja - ***********: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for providing us with the opportunity to review your situation. We have engaged with the proper team that handled this situation. We appreciate you being prompt in response to our emails and a member from the Get Beyond team will be in further contact with you should you have further questions. 
  

  In this situation what was found was, on April 3rd, 2024 an email was received from PJ advising that there were charges to the accounts for March. Also specifying that the accounts had not been shut off as of yet. This was the first notice of closure that was received from the merchant and based upon the agreed upon 30 day cancellation notice requirement, the account was closed at the beginning of *** 2024. However, a courtesy refund for the fees of *** was provided in the amount of $195.33. Without prior notice of closure, the account would not be closed, regardless of the activity.

  Customer response

  06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because I have not received the refund they state was sent to me  
  
  Sincerely,
  
  *********************

  Business response

  06/27/2024

  Global Payments, Inc.
  ************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *********************
  Merchant ID numbers: 
  *** Ninja - **********: ***************
  *** Ninja - ***********: ***************
  

  Dear BBB Customer Relations Advocate,
  

  An attempt to refund was submitted, however, upon submission we found the accounts that we have on file are closed and the refund could not be completed. We have asked for the accounts to be reopened to complete the refund process. Thank you for allowing us to assist.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I dined out at ************************** restaurant in **********, ******** on May 31, 2024 and paid my bill using the scan receipt option. When my camera scanned the receipt, the payment automatically processed without my consent. I didnt have an opportunity to review the payment, add gratuity, or approve it. It is very unsettling and is reminiscent of a scam. Im not sure home my iPhone even allowed this payment to process after just a simple scan of the receipt. The payment processing company that was used is Heartland Payment Systems, **** There is an app for their payment system, but I didnt use it. I paid by scanning my receipt. I dont feel comfortable with this transaction and it doesnt seem secure.

  Business response

  06/04/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *********************

  Dear BBB Customer Relations Advocate,

  Thank you for bringing this to our attention, it is never ideal when technologies do not operate as desired. Unfortunately, we are unable to review individual situations for customers related to potential technical issues during check-out with our merchants. For the best explanation of the circumstances that *** have occurred, we recommend reaching out to the restaurant directly to report the possible errors that *** have caused this situation. From the location information you provided, here is the contact phone number for the business found in our records: **************. 

  Customer response

  06/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: they should resolve this issue with the company, rather than place the responsibility on the customer. I reported a legitimate issue with their application (scan to pay). It is their product and they should be the one to resolve it. It is ridiculous to place the burden on the customer. Often, the customer gets caught in the middle of these situations, and the customer does not have the ability to correct the problem, such as this one. This is a technical glitch with the product. As a customer, I am simply the user of the product. The restaurant is their customer and they need to work with their customers to ensure that this technical glitch is resolved and doesnt happen again. Otherwise they are not really interested in fixing the problem. 
  
  Sincerely,
  
  *********************

  Business response

  06/11/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *********************
  Merchant ID *********************************************** Customer Relations Advocate,
  

  We appreciate your feedback. We understand the frustration associated with this situation. There are multiple areas where errors could have occurred. Since this is related to your personal cell phone, we are unable to troubleshoot that aspect of it. We have yet to receive any further requests for support on a similar matter, so we believe this is an isolated issue. However, to ensure that there isn't an underlying issue, we will make an outbound call to the merchant involved to offer our support for any potential problems they may be experiencing.
  

  Our offer for you to contact the business was to provide you with the opportunity to feel more comfortable about the transaction and have the business provide you with any necessary receipts to verify that this was not a scam. Again we appreciate you bringing this to our attention and will be reaching out to the business to identify any potential issues. 

  Customer response

  06/12/2024

  
  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

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have used Heartland for both my point of sale system for my store and my credit card processing. 11 months ago, my PAX terminal stopped working. I called Heartland and at that time it was determined that I was going to stop using Heartland for the credit card processing and I canceled the service at that time. Heartland has continued to charge me $339 per month, over $3000 dollars. They are blaming me for them not canceling this service and are only offering a refund of $649. I want the full refund as they knew to cancel and didnt. I thought the charge was for the other service I use with them. They also charged me $229 this month in a cancellation fee.

  Business response

  05/28/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *************************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you, ******, for making us aware of your concerns. We have reviewed your complaint and your account. We confirm the successful termination of your account was effective 5/15/24. As a courtesy, we are willing to refund a total of 5 months of fees incurred since last July 2023. The remaining 5 months of fees incurred will remain as we do not have a record of a request to terminate your account before 5/9/2024. However, before we can proceed with issuing a refund, we must resolve an outstanding financial concern. We have attempted to contact you and discuss this privately via phone and email. Once we can help you resolve these concerns, and you agree to our generous offer, we can proceed with issuing a refund in the total amount of $1700.50. Please contact our **************** team for further assistance at ************, or respond to the email you received last week. We look forward to hearing from you soon. 

  Customer response

  05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Heartland is offering me a refund of almost $1700 or so, but they are withholding the refund due to my account being past due for the exact same service I canceled 10 months ago, that Heartland has acknowledged that I havent used the account in 10 months.  Now due to a returned payment for this exact service they are refunding me for, they want $339 for this service for ***** of this year  to withhold a refund from a customer over a charge that you will have to refund me for anyways is ridiculous  and unethical.  I am rejecting their offer until it is resolved correctly  

  
  Sincerely,
  
  *************************

  Business response

  05/31/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *************************

  Merchant ID number: ***************

  Dear BBB Customer Relations Advocate,
  

  A ********************** *********** rep spoke with this Consumer on 5/29/24 where they were able to come to a resolution. The rep submitted the refund in the amount of $1,699.75. The timeframe for the refund to be deposited into the consumer's account is 7-10 business days from 5/29/24. Following the news of the refund, the Consumer emailed the Heartland rep back on 5/29/24 saying "I am letting the BBB know this has been resolved." Please consider this complaint resolved. Thank you.

  Customer response

  06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I wanted to update that Heartland has since given me the run around. They wanted me to pay for a month of the service that I had previously canceled, prior to cutting me a check. When I told them no, they decided to issue the refund of $1700, that was a week ago. They told me that it would take 5-7 days for the refund. Now when I have reached out, they cant find me in their system and the person that has been helping me, *********************, I have copied him on this email is no longer responding to me. 

  
  

  I still dont have the refund they promised and now they are refusing to identify me in their system. 

  
  

  I am going to continue to try and contact someone from Heartland, but need the BBB to understand the run around that this company has done to me. $3000 is a lot of money, that is the total amount they owe, for the offer of $1700 to be accepted by me and not to receive it has been a slap in the face. 

  
  

  Please help this struggling small business who is fighting a corporate giant to get her money back. 

  
  

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

  
  

  Under the Fig Tree

  
  

  Boerne TX 

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

  Business response

  06/11/2024

  Global Payments, Inc.
  ****************
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *************************
  Merchant DBA: UNDER THE FIG TREE BOUTIQUE
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Our apologies if there was a misunderstanding. In the email communication from ********************* sent on May 31st, it specifies the refund process will take 7-10 business days. There were financial circumstances that required resolution before the refund was processed, which we disclosed to you in a previous discussion. We can assure you that you will receive the refund we agreed to. We have confirmed with our financial team that you will receive a deposit of $1,674.75 by Thursday of this week, and there will be another deposit of $364.95 that you should see by the beginning of next week. We understand the inconvenience this is to you and your business, and we have expedited this process. ****** has also reached out to you today; he was out of the office last week with no access to his email. Thank you for your patience while we work diligently to get this resolved for you. Don't hesitate to contact ****** with any concerns.
  
  Resolution details: A refund was approved and processed for 6 months of fees incurred while not processing as a courtesy.
  

  Method(s) used to communicate with the customer: Email/Phone
  

  A contact name, phone number, or email contact for the complainant to use if they have additional questions or concerns: *********************, ******************************************;

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I registered online with MySchoolBucks so that my son could purchase his lunches and the payments would come directly from my checking account. I did choose the option "Pre-Pay" with an automatic replenish of $40 from my account when he goes below $15.00. When I picked him up from school today he was very hungry and wanted me to stop for something to eat. I asked him what he had for lunch and his response was that he was "Denied" food due to -$11.80 in the account. I looked into the withdrawal history and MySchoolBucks withdrew $42.75 on May 8th and their website says "As of May 9th your balance is $-11.80. My account was set up for "Automatic Replenish" and my child was told to return the food due to a negative balance. Unacceptable!

  Business response

  05/14/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: ***********************
  

  Dear BBB Customer Relations Advocate,
  

  We appreciate you bringing this to our attention. We apologize this has occurred and we want to make sure we get you the information to contact the correct team to ensure this never happens again. Unfortunately our team is unable to access anything related to MySchoolBucks, however if you contact this number: ************, they will be able to assist further with this concern. Again thank you for bringing this to our attention.

  Customer response

  05/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I signed up for autopay when my sons account goes below $15 and they send me notices via email saying that I need to make a deposit.  Horrible business model.  No customer service whatsoever.   Be aware!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We informed ******** One ************ ********* Services One Heartland **************************** ************ also dba Heartland Payment Systems, LLC) that we were not going to be using them anymore and followed the directions they provided via email for closure of our account. Equipment was returned. This was in January 2024. We have continually been sent statements from ******** Services for fees and we have tried numerous times to have the account properly closed. ******** Once is apparently the "middle man" who we made the request to close to, and I am being told by ******** Services who sends statements that I can't request closure with them, that the closure request has to come from ******** One. There are apparently two entities involved: ******** One who we must contact and ******** Services who does the actual billing/collecting. ******** One has stated that they have requested closure several times but the request is being ignored by ******** Services. It seems that these two companies are bouncing the ball back and forth and will not properly close this account. Meanwhile, the monthly charges/statements keep coming to me.

  Business response

  05/09/2024

  Global Payments, Inc.
  ****************
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21679256 
  Consumer Name: ***********************
  ******** ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  We received the first contact to close the clients account on February 9th, 2024, but the account is set up via our partner and closures are required to be done through that group. Our partner, ******** Services One, emailed us after the client, requesting to close the account. The email did not meet verification requirements to close the account at that time, so the account remained open.  
  

  A closure request was submitted to the appropriate team today, May 8th, and will take 24 - 48 hours to process fully. The monthly statement fees of $39.35 have been rejected each month since February.  So, while there are no credits due to the client, we have notified our collections team to waive any outstanding monthly fees backdated to February 2024.
  

  We did try to reach out to the client to make them aware of the closure, but they were unavailable. We will reattempt today and then send an email if unsuccessful on the second try.   
  

  Thank you.

  Customer response

  05/14/2024

  
  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. I have attached a copy of the letter stating that they have closed the account and written off the charges that were billed to us in error. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jet Logistics was a contracted client with Heartland Payment Systems to act as a merchant services provider. Heartland Payment Systems then charged Jet Logistics for a service they designate as "Client Intelligence". Jet Logistics never requested this service, nor approved it, and when asked to provide any documented proof that the service was requested and/or approved Heartland refused. Heartland further refused to provide a refund for the amount charged and paid without the approval of Jet Logistics.

  Business response

  05/01/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: ** *************************** 

  Dear BBB Customer Relations Advocate,
  Thank you for contacting us regarding the enrollment of the Customer Intelligence Suite. The customer was enrolled in the program in February 2022 and notified on the statement for this month. The statement message specified they were being provided a 30-day trial, during March 2022, and billing of the service would begin in April of 2022 for $54.95 per month. In the statement, it also explains how to terminate this service. Per our records, the customer called on 4/9/24 to request this service to be terminated and were not billed on the April statement. As a courtesy, I will approve a refund for three months of $164.85, but this is the maximum I can offer. I hope this is satisfying, and apologize that they did not find this service of value. They will receive your refund in 7-10 business days. If they have additional questions or concerns regarding your account, they can contact our **************** team at ************ and someone will be available 24/7 to assist you. 

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

  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Today, April 25th at 1:00 PM I created an account on heartlandgiftcard.com to check a gift card balance. I filled out my address, phone number, email address, etc. Since then I have been unable to login to my account or access any information. I have received an automated email stating "Welcome to Heartland. Please click the link below to create a password and sign-in." But it just puts you in loops. I have called and been transferred to numerous call centers for this company, and no one has been able to help. I have even asked for deletion of my account, and no one will help. They have told me I have to contact the local business which is a restaurant. But since I created this account on ********'s website, the local business is unable to help. ******** also will not help me delete my account with my personal information. They claim to not be a customer facing company and will not assist. I would like my account and personal information to be deleted from this company altogether. Any help would be greatly appreciated!

  Business response

  04/30/2024

  
  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: *****************************
  
  Dear BBB Customer Relations Advocate,
  Deleting customer information from Gift UI, the backend of the customer portal, is not a function that tier 1 Gift support is able to perform. After consulting with the tier 2 support team, I was advised if we were able to obtain the customer's card information they could fulfill his request. After speaking with ********************** and retrieving the necessary information we were able to successfully delete the registration attached to the card number. The customer was satisfied and no further action is required. 
  
  If you have any further questions or concerns, please let me know.
  
  
  Thanks,
  
  *********************
  
  

  Customer response

  05/01/2024

  
  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

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a business in mid January and as part of reducing costs, I turned to Heartland to help me reduce my credit card processing fees. I got into conversations with an employee and told me he could help me save a great deal of money in fees. He offered me two options: per transaction percentage + 12 cents (or something similar) or a flat monthly fee of $600. Doing the math, I decided to go with the flat fee of $600. Two months later I checked m account and see there was a withdrawal for $1336 and I contacted the sales ******** said those charges are Inter charge fees . At no point and time did they tell me that these Inter charge fees were extra to the $600 monthly. This is a very dishonest move.I even recommended a friend to them and they told him hed pay $500 per month flat fee. Im very disappointed with them, I am a small business and they did shady business.

  Business response

  04/26/2024

  Global Payments, Inc.
  ******************************************************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: ***********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for providing feedback to our team and allowing us to review it further. While we always strive to provide clear details of the processing fees that will be charged monthly, we appreciate opportunities to improve our communication.
  

  After a review of the agreement made, we do indeed see that the $500 flat rate fee is charged as agreed. However, the additional fees charged are associated with the individual card brands. These will be charged based on the type of card run; we do not have control over those fees.
  

  For further clarification and review, we are more than happy to request one of our Client Managers reach out at your convenience. Please let us know if you would like to proceed that route.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩