ComplaintsforHeartland Payment Systems, LLC

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2020, someone called Heartland pretending to be my husband (who also serves as a Government Official in my city), and authorized a refund to a card that was never used in our business. Heartland approved it, though I have no idea why. I filed a complaint, filed a police report, and was told by Heartland that they would investigate, but they would not refund the money. I had absolutely NO refund from Heartland. The detective assigned my case and I worked together to find the person that fraudulently stole from our Heartland system, and contacted the state he lived in to have him further investigated. Again, nothing from Heartland.The following August 2021, I elected to switch companies, as Heartland failed me, and the new business has assured me this won't happen with them. I wrote to my account rep, received a response that the account would be closed. However, he didn't close the account, and my bookkeeper caught it this month that they've been charging hundreds each month ever since. They owe me over $1500 in charges that were after the cancellation date but have not been refunded. I am owed this refund immediately, as I did everything correctly to cancel and was confirmed, but am no longer receiving any responses from Heartland. This company has lied and stolen from me, and buyers should be cautious to enter into an agreement with them.

  Business response

  03/02/2022

  Heartland Payment Systems, LLC ("Heartland") has elected to provided the complainant a refund of $830.25 in a good faith effort to resolve the complaint. The refund consists of all fees incurred from September 2021 to the time of account closure February 21, 2022. The refund was remitted in four ACH transactions on 02/24/2022 in the following amounts: ($125.00), ($198.00), ($232.50), and ($274.75). No additional refunds will be extended and Heartland considers the matter closed.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continued to raise the percentage rate for credit card processing without notification. When confronted they lowered it to 2.7% and after 2 months went to 4.1%. They stopped sending me a monthly statement but send me the totals only so your unable to see all of the cc processing and charges. I have been unable to log into the website for months so unable to obtain copies of statements. Very DISTRUSTFUL. Oh and their customer service truly *****. I spent 30 min on hold waiting for a representative to pick up. Once I had to hang up because it took too long and had to take care of customers.

  Business response

  02/01/2022

  See PDF for response.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a problem that has happened before, but Heartland has, once again, made a billing error on my account showing a past-due and immediately payable balance on my account. I have been on Heartlands automatic quarterly payment plan for years, Heartland received my 12/15 payment and showed that the next quarterly payment would be properly processed on 3/15/22. On 12/27/21 Heartland drafted a new **** saying I owed $26. They then decided this balance was past due on 1/15/22 and had their kneecap collections agent call me early yesterday morning to demand payment. When I told the collections agent that I would not verify my personal information on an inbound call, he told me that the collections department was the only department working yesterday and I could not speak to anyone to get the issue resolved. I logged in and made a one time payment, with the associated $1 fee for an additional payment, to get my account current.Additionally, I enrolled in the poorly-run automatic payment system to avoid these $1 processing fees. On my statement, $10 of processing fees are showing as having been collected.In short, my complaint is that Heartland is making billing errors to fraudulently churn my account for processing and late fees.

  Business response

  01/19/2022

  ECSI received CFPB complaint ************** from ********************* and will respond there.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BUYER BE AWARE - HEARTLAND IS COVERTLY HOSTILE (Friendly to your face and sticking a knife in your back when you turn around)My firm used Heartland for about 2 years as our ******* payment processor, even though their rates are very, very high due to their hidden costs.As we grew our company, we reached a nice financial milestone in monthly billing and were immediately hit with a cancellation notice from Heartland with no business reason provided.This cancellation with only a few weeks to transfer merchant companies cost my firm thousands of dollars.A year after I stopped using their service, Heartland hired a collection agency who put a claim on my credit report for about $6,328. I have no idea why as there has not been one phone call suggesting I owed them money. As they always kept a percentage of my sales, I expected them to send me a check. The service this firm provides is best described as "covert". For example, their sales rep who sold me on their service and was very friendly never returned one call or ever stopped back by after I signed the contract... in 2 years.Their cancellation of service after never getting one call or email suggesting there was any problem is covert. Their hitting my personal credit without a phone call is extra covert.My firm had a few charge backs, not many. Hearland promotes they fight for anyone who ever charges back, but what they don't tell you is you have to put up a $500 deposit per charge if a dispute resolution is needed. For example, someone charges back 5 $20 payments, I would have to put up $2500 to resolve the $100. I am requesting help from the BBB to get Heartland to terminate collection actions against me using **** and ******, either cancel the balance due or provide a complete accounting if they think I owe them money, and notfity the credit bureaus mistakes were made and to withdraw their deragatory remarks.

  Business response

  11/23/2021

  See PDF for response.

  Heartland Payment Systems LLC ("Heartland") has researched this complaint and Heartland disputes the facts and circumstances raised therein. Pursuant to the terms of the Merchant Processing Agreement (the "Agreement") by and between Heartland and ****************** *** ("Merchant"),including without limitation Section **** thereof, Merchant expressly agrees to pay for any chargebacks.You were notified via email and physical letter of Heartlands decision to terminate the business relationship on 10/16/2020 as the amount of chargebacks posed an unacceptable amount of risk. (See Attached) Further, from the point of onboarding to the present, your business incurred 54 chargebacks and this resulted in your business failing to reimburse Heartland for the outstanding balances indicated by the collection firm ***************************** (Agency). Your claim of not receiving communication is erroneous as each instance of chargebacks generate a notice to be mailed or emailed to you directly. Please contact Heartland Dispute Resolution for copies of these notices. Multiple prior written notices of the chargebacks were provided to you in full compliance with the terms of the Agreement as well as applicable law, rules and regulations.Heartland Payment Systems respectfully declines to extend any refunds for the amount named in the complaint as these balances are rightfully due Heartland as the company has suffered this balance as a loss due to a direct action of the merchant. The company has provided accurate reporting to the credit bureaus regarding this debt and any remarks will remain at this time. Please contact *********************** *************) for resolution to this matter.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unwanted charges out of our PNC checking account from Heartland, with whom we have no relationship. October 6, $92.75, Novenber 3 $76.98. Called Heartland on 11/12/21 at 9:50 AM, they could not identify me, my spouse, or explain the charges.

  Business response

  11/18/2021

  See the *** for response.

  Heartland Payment Systems LLC ("Heartland") has researched this complaint and Heartland disputes the facts and circumstances raised therein. Heartland provides payment facilitation services to entrepreneurs and operates within business to business relationships. Note, Heartland Payment Systems does not arbitrarily charge consumer accounts. Please contact your financial institution or the card issuing bank to dispute the transaction in question for the opportunity to obtain the restitution you seek.Heartland Payment Systems respectfully declines to extend any refunds for the amount named in the complaint. Please seek further assistance from your financial institution with regards to disputing the transaction connected to the event.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 30th 2021 I purchased tickets to attend a music concert at a local county fairgrounds scheduled for July 10th 2021. The total price was 101.95. On the date of the event it was clear that the event had been poorly managed as there were multiple lines snaking through the grounds with no staff giving directions. It was a chaotic mess with the wait time being hours over the stated start time etc. This had to do with the venue, however, it became aware that the ticket company knowingly oversold tickets to the event as they also honored all the tickets bought for a canceled date the year prior. Both Heartland Payment Systems and the Jefferson County Fairgrounds in Jefferson Wi committed fraud by knowingly selling and opening an event to thousands more people over capacity at the site. Neither myself or my guest were able to attend the cor that we had paid for. We had purchased Pit Pass tickets to be up front and could not get in due to the over selling we did not get what we paid for

  Business response

  10/20/2021

  *************************
  **********************************************************
  RE: Better Business Bureau Complaint ID ********
  Dear ****************,
  Heartland Payment Systems LLC ("Heartland") has researched this complaint and Heartland disputes the facts and circumstances raised therein. Heartland is not a party to this complaint as Heartland does not have any role in the business operations of its customers. Your dispute is between Jefferson County Fairgrounds directly. Please contact your financial institution or the card issuing bank to dispute the transaction in question for the opportunity to obtain the restitution you seek.
  Heartland Payment Systems respectfully declines to extend any refunds for the amount named in the complaint. Please seek further assistance from your financial institution with regards to disputing the transaction connected to the event.
  Sincerely,
  Heartland Payment Systems

• Initial Complaint

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked my bank statement and have a Charge from this company for $44.25. Never have I heard of this company nor need it for any good reason. I contacted my bank and the fraud department because this is insane!!!

  Business response

  10/08/2021

  See PDF for response.

  Heartland Payment Systems LLC ("Heartland") processes payments on behalf of businesses who contract our organization for those services, working with B2B relationships, Heartland does not arbitrarily charge consumers for products or services the company does not offer to individual consumers. It is appreciated that you have taken the time and opportunity to notify Heartland of an unsolicited charge on your personal bank statement. After researching the claim found in the complaint, Heartland is unable to locate any record of the transaction in question or any information matching your contact detail. The charge you encountered is very likely a fraudulent attempt and responsibly, you have exercised action with your personal bank to dispute the charge to restore your account. There is no specific advice or restitution Heartland can extend concerning this matter, but Heartland has made note of the complaint and intends to investigate the matter further.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been their customers for almost twenty years. I was just made aware that we have a relationship manager who is inactive. We had been receiving PCI fees ($125) for two years and we had not known about it. It is our expectation that a relationship manager should proactively contact us if there is an issue with any compliance. That was not done. Instead we get charged $125 a month and had I not looked at a statement, it would have continued with no recourse. When we found out, we took care of the PCI compliance that same week. Again, had we been notified, this would have been rectified years ago. We should be entitled to have our fees back, as there are also many complaints and pending litigation against. We are also considering joining them and filing.

  Business response

  09/23/2021

  Please see the attached PDF's for response.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stopped using Heartland Payment systems in January of 2021. They have continued to charge us $178.00 a month in fees. They claim that they sent email notifications to us advising that we were being charged a fee for "failure to fill out some type of form". However, the email they had on file was 2 years old and no longer active. If indeed they did send emails to an invalid email address, the emails would have bounced back as invalid. They never sent any hard mail notification regarding this "form we didn't fill out". With junk email and spam, we probably never would have seen it even if they had a valid email address to send it to. They have charged us over $1400.00 in fees for no services rendered. Terrence ******  Brett Funeral Home Tax ID# **********

  Business response

  09/13/2021

  See PDF for response.

  heartland received communication from Brett Funeral Home on 09/08/2021 which resulted in a request to close the merchant processing account. The merchant account stopped actively processing on 01/20/2021 but Heartland never received any request to close the account until 09/08/2021. Absent a close request, the merchant processing account remains open and payment processing services are still being rendered to the merchant despite the amount of activity, therefore the merchant account still incurs monthly service charges until the time of close request. Heartland respectfully refuses to refund any of the fees incurred as a result of any action or inaction of the merchant account. Pursuant to the Merchant Processing Agreement, the fees in question are the rightful due property of Heartland, no refunds will be extended and Heartland considers the complaint closed

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  About a month ago, we had a patient contact us to let us know that she had noticed while balancing her checkbook that a purchase she had made from us had not appeared in her bank account. When we called our pharmacy database for clarification on the issue, they realized that a large amount of our charges made (but not ALL of them) that had not gone through since April of 2021 (about 4 mos). They contacted Heartland who forced the charges prior to giving us a list of who was going to be charged and/or by how much. The following month has been spent doing damage control for multiple patients who received overdraft charges due to these unexpected charges. When our employer and our pharmacy manager spoke to Heartland and our database PR to figure out what happened and how to prevent it from occurring again, Heartland blamed everyone else for not setting up our credit card batches to close at a specific time of day. They did not address why some people were charged and others were not.

  Business response

  09/01/2021

  See the PDF for response.

  Heartland Payment Systems LLC ("Heartland") has researched this complaint and disputes the facts and circumstances raised therein. Heartland notified Joseph Edward Nolan, who is the authorized signer on the processing account, on 05/03/2021 that there was an open batch from 04/06/2021. (See Attached) The message also included remediating steps and potential consequences should the batch not be closed. Further, Heartland made attempts on 05/03/2021 to contact both the DBA phone number and Mr. Nolan’s contact number on file to no avail. No attempt to contact Heartland was made until the POS Gateway provider (PioneerRX) contacted Heartland to inquire about the open batch on 08/04/2021 at which point, a three-way conversation was initiated between the POS provider, Heartland, and TCP Pharmacy. During this conversation, it was discovered that an auto close feature was not initiated, meaning that the pharmacy had not closed the batch manually in nearly 4 months, but has since been remedied. No attempt was made by TPC Pharmacy to inquire about the missing funds, even after Heartland notified TPC Pharmacy in writing of the known issue on 

  Customer response

  09/01/2021

  
  Better Business Bureau:
  
  I have reviewed and noted the response made by the business in reference to complaint ID 15819616, and find that this resolution is satisfactory to me. Thank you for getting back to me on this issue.
  
  Sincerely,
  
  Samantha Davila

*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. ↩