Complaints

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

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  Heartland Payment Systems, LLC

  Edmond, OK 73013-5775

• 

  Heartland Payment Systems, LLC

  616 N Broadway Ave Oklahoma City, OK 73102

• 

  Heartland Payment Systems

  8422 Ramshire Ln Fort Wayne, IN 46835-4472

• 

  Heartland Payment Systems

  1401 N Mulberry Ct Nixa, MO 65714-8445

• 

  Heartland Payment Systems, LLC

  307 S Union Ave Roswell, NM 88203-2939

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.

• Initial Complaint

  Date:05/29/2025

  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.

  Complaint to Better Business Bureau – Heartland Payroll Services Heartland Support Ticket #: ****** – Sensory Kids Iowa (ID: ********) As a small business owner, I trusted Heartland Payroll to accurately manage PTO tracking. Instead, I’ve encountered repeated miscalculations, incorrect policy assignments, and poor internal quality control. Despite numerous reports, each “fix” often introduced new errors. At one point, a representative changed our PTO accrual rate without my approval—a basic math error that went unchecked. I caught it only by manually reviewing the numbers. Even more concerning, ***** ******, HCM Supervisor, admitted that there are bugs in their system impacting PTO but stated that customers were not notified. If they know their system is miscalculating employee compensation, isn’t that something they are legally and ethically obligated to disclose? Their lack of transparency and accountability has caused significant disruption for my business and employees. I cannot recommend Heartland to any small business that expects reliable, professional, and accurate payroll services. Heartland Contacts: ******** *****, Sr. Manager – HCM – *************. ***** ******, HCM Supervisor – heartlandhcm.zendesk.com Nisha Monteiro, HCM Support Specialist –

  Business Response

  Date: 06/02/2025

  At Heartland Payroll, we understand how critical accurate payroll and time-off tracking is to our clients and their employees, and we are committed to providing responsive, dependable service. 

  After thoroughly reviewing the situation, we found that the employee in question, ****** *****, who began employment on February 17, 2025, was assigned a PTO accrual rate of 1.54 hours per pay period. This was consistent with the PTO policy previously applied to other employees hired in earlier years.
  

  To our knowledge at the time, there had been no formal communication from the client indicating a change to this policy. The updated PTO expectation - granting 3.08 hours per pay period (equivalent to 80 hours annually) - was brought to our attention only after the client noticed the discrepancy and reached out.
  

  Once the client clarified their intent, we corrected the configuration in our system to reflect the desired accrual rate and restored the employee’s PTO balance accordingly. We also ensured that supporting documentation was shared and offered two months of waived billing for time and attendance services as a goodwill gesture.
  

  We understand the client’s frustration and regret any disruption this caused to their operations. We also acknowledge that communication around the setup and confirmation of changes could have been smoother. In several prior support cases, our team made multiple attempts to confirm action items, but responses were delayed, likely due to the client’s demanding schedule, which we respect. 
  

  We are taking this situation as an opportunity to strengthen our internal processes and better ensure that policy changes are clearly documented and confirmed before implementation.
  

  We remain committed to supporting our clients and sincerely hope this resolution demonstrates our good-faith effort to address the concern.
  

  Sincerely,
  HCM Services
  ************

  Customer Answer

  Date: 06/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  I reject Heartland's response because it addresses only minor concerns, ignoring significant and ongoing issues previously outlined. The primary unresolved issues include:

  1. Undisclosed System Bug Affecting PTO: Craig Peters, HCM Supervisor, admitted in a recorded phone conversation that Heartland was aware of a system-wide bug affecting PTO accruals but failed to notify any affected companies, including ours. This lack of transparency is highly concerning, both ethically and potentially legally, as it directly impacts employee compensation.

  2. Unauthorized Changes to PTO Accrual Rates: Heartland independently adjusted our PTO accrual rates without my knowledge or approval. Employees now incorrectly believe they have accrued more PTO than intended. Making such unauthorized changes without the explicit consent of the business owner raises serious legal and ethical concerns.

  3. Significant and Ongoing Mathematical Errors: Consistent mathematical errors have repeatedly affected PTO balances, requiring extensive manual intervention from me and my team. Despite multiple attempts to correct these issues, errors persist and have become increasingly disruptive to our business operations.

  These persistent failures demonstrate inadequate internal controls, lack of communication, and a disregard for accountability, significantly affecting my business and employees. I have documented evidence, including emails and a recorded conversation with Heartland, substantiating these claims. I am prepared to provide these materials upon request.

  I request a comprehensive response addressing these critical points, particularly regarding transparency, accountability, and the legality of Heartland's actions. Immediate corrective actions and clear communication are necessary to restore our trust and business operations.

  Sincerely,
  ****** ******* 
  

  Business Response

  Date: 06/09/2025

  At Heartland Payroll, we understand how critical accurate payroll and time-off tracking is to our clients and their employees, and we are committed to providing responsive, dependable service. 
  

  After thoroughly reviewing the situation, we found that the employee in question, ****** *****, who began employment on February 17, 2025, was assigned a PTO accrual rate of 1.54 hours per pay period. This was consistent with the PTO policy previously applied to other employees hired in earlier years.
  

  To our knowledge at the time, there had been no formal communication from the client indicating a change to this policy. The updated PTO expectation - granting 3.08 hours per pay period (equivalent to 80 hours annually) - was brought to our attention only after the client noticed the discrepancy and reached out.
  

  Once the client clarified their intent, we corrected the configuration in our system to reflect the desired accrual rate and restored the employee’s PTO balance accordingly. We also ensured that supporting documentation was shared and offered two months of waived billing for time and attendance services as a goodwill gesture.
  

  We understand the client’s frustration and regret any disruption this caused to their operations. We also acknowledge that communication around the setup and confirmation of changes could have been smoother. In several prior support cases, our team made multiple attempts to confirm action items, but responses were delayed, likely due to the client’s demanding schedule, which we respect. 
  

  We are taking this situation as an opportunity to strengthen our internal processes and better ensure that policy changes are clearly documented and confirmed before implementation.
  

  We remain committed to supporting our clients and sincerely hope this resolution demonstrates our good-faith effort to address the concern.

  Should Ms. ******* have any additional questions or concerns regarding this issue, we would be happy to assist further.

• Initial Complaint

  Date:05/28/2025

  Type:Billing 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.

  Repeatedly taking outrageously high arbitrary junk fees such as infrastructure upgrade and technology upgrade fees amounting to around $1700 on the account. My business has been with them for 25 years and they are sneakily debiting very large sums for fees and are no longer reachable by phone. I am demanding a refund in the amount of $1700.

  Business Response

  Date: 06/02/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: **** *****
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We had a conversation with the merchant about the refund. We resolved the issue by agreeing to issue a $1,300 refund to the merchant’s account. This refund request has been submitted to the merchant and will appear on their next statement.
  

  Thank you and please do not hesitate to contact our support team directly at ************. They are available to assist further if any other questions arise.
  
  Thank you,
  Heartland Customer Service

  Customer Answer

  Date: 06/13/2025

  The complaint has been resolved to my satisfaction. 

• Initial Complaint

  Date:05/26/2025

  Type:Billing 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.

  Signed on with this company in fall 2023. I was assured there would be no surprise fees and signed the contract. We had monthly issues with PCI compliance fees and their clunky compliance system. They were constantly applying fees on a monthly basis, although I contacted them monthly for assistance with compliance (something I was assured I would receive -- I did not). Then, in Marchm 2024, our. bank account was unexpectedly hit with a $499 "server upgrade" fee. This goes directly against what I was told - via email - would not happen. I don't run a fifth of that amount through my Heartland account. I attempted to cancel my account and it became a massive ordeal. When I requested a refund, I was denied. I firmly believe this organization works as hard as they can to keep you from coming into pCI compliance so they can continue to hit you with non-compliance fees.

  Business Response

  Date: 05/27/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ********
  Consumer Name: ***** *******
  Merchant ID number: ***************
  Recent deposit: 05/22/2025
  Contract Exp Date: 06/15/2026
  

  Dear BBB Customer Relations Advocate,
  

  We have reviewed this request on this merchant's behalf. Our original offer was to waive the Early Termination Fee. We will provide a refund for the Technology Upgrade Fee, $499, as well as waive the Early Termination Fee, $500.
  
  Thank you,
  Heartland Customer Service

  Customer Answer

  Date: 05/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while not fulfilling the entire scope of my concerns, is a satisfactory compromise.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  Salesman *********** ******* approached my restaurant and blatantly lied about the cost and fees with Heartland. He stated the only charges were 5 cents per transaction and less than 2.9 percent credit card charge. He stated this in front of an employee. Upon using this company it was discovered that was not the case so I called to cancel using them. The salesman was supposed to cancel and come get the equipment. He did not and we received another bill from them. I called the company directly to cancel and told them to send a pre-paid mailing label to return their equipment. They still sent me another bill that was even more. I called again and they stated the comments on the last call from me was not to cancel my service but to have a prepaid label sent to send the equipment back. I asked them why would I be sending back the equipment if I had not cancelled as I said I did. Then the run around began with phone calls and emails to a ****** **** ******. The company refused to refund me my money, dragged out canceling my service to charge me for whatever it was, and refused to come pick up the equipment or send a prepaid label for me to return it. They then said I did not need to return the equipment. They owed me a refund of just over a hundred dollars so small claims court would have been a wash. This is deceptive and deceitful and this company needs to be investigated in my opinion. Thank you.

  Business Response

  Date: 05/20/2025

  Better Business Bureau Inc.
  Case Number: ******** 
  Customer Name: ****** *******
  Customer DBA: Happy Camper Camping Supplies
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case.

  We researched the account and were able to talk to Glenda, and she explained that she did contact the RM about closing the account in July 2024. However, she failed to inform Heartland, which caused the account to remain open until September and be billed for two additional months.
  

  She called Customer Service to close the account completely and asked for a refund amounting to *******. With this, we processed the refund as a courtesy and for the inconvenience they have encountered.
  

  Should Ms. ******* have any additional questions or concerns regarding this issue, please do not hesitate to contact our customer support team directly at ************. They are available to assist them further.
  
  Sincerely,
  Heartland Customer Service
  * ************

• Initial Complaint

  Date:05/13/2025

  Type:Billing 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.

  I received a notice of a Technology Upgrade fee attached in a letter stating that if I object to the fee that I may terminate my agreement without penalty, so I opted to terminate. They went ahead and charged me the fee anyway. I gave notice over the phone, and mentioned that written notice was required and the agent agreed to send an email stating that the account was cancelled and that this email was sufficient to fulfill the requirement of written notice. I had 120 days to provide that, which I did. The email from Tertius Washington Shelton is attached from [email protected]. I have attached the statement and circled the Technology Upgrade fee. I called Heartland and spoke to a lady who refused to give me her full name, said she would submit the request but I would probably not the credit. She also refused to copy me the request for the refund. Overall she was most unhelpful and eventually just stopped responding to my questions. She indicated that there was an early termination penalty that was $499 I mentioned the letter stated I could terminate without penalty. I argued that one was a fee and the other a penalty and the letter stated without PEnalty. My reading of that is WITHOUT PENALTY, so I respectfully requested no penalty of $499 be charged. I have since heard nothing. I pretty sure that they have done this to thousands of merchants like me. My hope with the help of the BBB is to be refunded the Penalty of $499 and not hear from Heartland again.

  Business Response

  Date: 05/16/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ****** ******
  Customer DBA: BISTRO RESTAURANT
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. The notice for the Technology Upgrade Fee was indicated on the February statement. It was stated that the merchant can terminate their agreement without penalty within 120 days by providing a written notice if they object to this fee. The penalty that will be waived refers to the Early Termination Fee amounting $500.00 since the account is still in contract until October 31, 2025. The account has been completely terminated on April 11, 2025.
  

  Should Mr. ****** have any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided contact information below.
  
  Sincerely,
  Heartland Customer Service
  1 ************

  Business Response

  Date: 05/27/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 23325623
  Consumer Name: ****** Hoctor 
  Consumer DBA: Bistro Restaurant
  Merchant ID number: 650000012458710
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have researched the account and found that the account is still active in March. The merchant requested to cancel the account on March 26, 2025. As per notification that we sent in February if the merchant objects to the technology upgrade fee, you may terminate your agreement without penalty which is the early termination fee. Upon reviewing the account, the merchant is still under contract until 10/31/2025. With this being said, the early termination is waived.
  

  Should ****** Hoctor have any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided our customer service number below. 
  

  Sincerely,
  Heartland Customer Service
  1 888.963.3600

  Customer Answer

  Date: 06/02/2025

  
  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.
  
  The penalty of $499 however has already been paid so how do I get my refund
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/09/2025

  Type:Billing 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.

  they are a credit card processing company. the screwed up in november of 2023 by not letting me know i was out of pci compliance which cost me. they blackmailed me by refunding the money if i stayed with them for another year. the agreement was made on november of 2023. in april 2024 i notice they had not refunded money they told me i needed to sign another form then they would put the money in my account. stayed with them for 15 month and they screwed me again so i cancelled my account with them. which was febuary of 2025. march of 2025 they removed the 1500.00 from my account. do not do business with this company they are dishonest

  Business Response

  Date: 05/13/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: **** *******
  Customer DBA: J & S RV Service INC
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case.  We have reviewed the account and found out that Ian Stapleton, client manager, already discussed with the merchant about the $2,000 we took from his account, that it was for the Early Termination Fee for $500 that was assessed, and there was a $1500 Loyalty Credit that was reversed because they are still within the 1 year agreement. Merchant said the agreement was in 2023 but upon checking it was signed for 2024. The client manager explained that any agreement or anything signed previous would be superseded by the 2024 signature.
  

  Should *** ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided contact information below.
  
  Sincerely, 
  Heartland Customer Service
  * ************ 

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:   i made the agreement in nov of 2023 they are lying dishonest crooks im not satisfied with the results
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/08/2025

  Type:Billing 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.

  Today 5/8/2025 my account was wrongfully terminated because they claimed that they couldn't verify my business yet they have a literal SS-4 document from the IRS about my business and EIN and I've already verifies my business BEFORE I even got to use the platform with my account manager ******* ********** and the underwriters who APPROCED MY ACCOUNT. NOW all of a sudden there's a problem with my account and I had just made $621 (HARD EARNED). I run a clothing business and materials and customer timing and such are TEDIOUS work and a HIGH expense and my cash flow being messed with and my platform just stripped from me is UNACCEPTABLE especially when I was APPROVED TO USE THE PLATFORM and explained EVERY SINGLE ASPECT OF MY BUSINESS. I want my rightfully earned money and I'll take my business elsewhere or also reinstate my account along with my money. I'll absolutely bring legal representation into this if this isn't resolve FAST as this was HIGHLY unfair and some customers are now delayed their order and I have 2 kids whom I single handedly provided for this is ridiculous.

  Business Response

  Date: 05/12/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ***** ******
  Customer DBA: **********
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have researched the account and per Risk Management, it was advised they terminated the account because there are inconsistencies in the demographic information provided by the customer. The DBA phone number is a California area code, and the business is located in New York. The owner on the account has no ties to the state of California. The deposit bank is an online bank in the state of Utah. Lastly, the business has no online presence. 
  

  Should the customer have any additional questions or concerns regarding this issue, they can contact the Risk investigations team directly at 800.846.0626. 
  

  Sincerely,
  Heartland Customer Service

  Customer Answer

  Date: 05/13/2025

   
  Complaint: ********
  
  I am rejecting this response because: none of these “inadequacies” were EVER MENTIONED by the company or my account sales rep or especially when I was terminated. Also what can I possibly do about a phone number FROM VERIZON I just got a new iPhone 12 Pro Max and was assigned the number, please miss me with the pettiness. FURTHERMORE I DISCUSSED WHAT MY TRANSACTION VOLUME WOULD BE LIKE AND I NOT ONLY PROVIDED MY INSTAGRAM BUT MY WEBSITE WHICH is “STILL IN DEVELOPMENT” and I’ve got emails to prove it. NO ONE BROUGHT THESE SO CALLED ISSUES UP WHEN I WAS DOING BUSINESS AND WAS APPROVED FOR THE PLATFORM. I worked my ass off for the money I EARNED AND YOU GUYS ARE ABSOLUTELY ILLEGALLY HOLDING MY FUNDS FOR WHATEVER UNKNOWN REASON when I DID NOTHING WRONG. It be in y’all BEST INTEREST to provide me my rightful money
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/14/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ******** 
  Consumer Name: ***** ******
  Merchant ID number: ********
  

  Dear BBB Customer Relations Advocate,
  

  The merchant account flagged for risk concerns through 3rd party research, combined with early chargebacks on the account which contractually qualified the business for termination. 
  

  Per the merchant agreement in 10.1 the merchant is still liable for funding any chargebacks that come in. 
  

  In order to resolve that concern we can offset the incoming chargeback of $198 and release the remaining $423 in reserve.
  

• Initial Complaint

  Date:05/01/2025

  Type:Billing 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 have not done business with this company since last October. They charged our account 33.50 for no reason. Called many times—customer service has no idea. They say someone will call you back. No one calls. Asked to speak to supervisor—no one is ever available. There is no other number or email to call. The customer service people say there is no other way to speak to someone. My account is inactive. This gas happened before. Worst company ever to deal with.

  Customer Answer

  Date: 05/02/2025

  U have not been able to open this.  This morning they took another 33.50 out of our account even though we closed it long ago and they assured us no more money could possibly come out of our account.  This is complete fraud.  Please help me.

  
  

  Business Response

  Date: 05/05/2025

  Case Number: ********
  Customer Name: **** ******
  Customer DBA: ********* of *****
  MID Number: **************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. 
  

  Upon reviewing the account, a close request was submitted on April 18, 2025. However, the status of the account remained active. We have sent an email to the maintenance team to follow up the close request submitted and a refund of $33.50 for Service Regulatory Mandate has been processed. 
  

  Should Ms. ****** have any additional questions or concerns, we would be happy to further assist. We have provided our customer service number below. 
  
  Sincerely,
  Heartland Customer Service
  1 888.963.3600

• Initial Complaint

  Date:04/30/2025

  Type:Order 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.

  I am a small business owner who has used Heartland for over 10 years to process credit card payments for my restaurant. Recently, I discovered that Heartland had been charging us credit card processing fees of up to 12.5%, which is far beyond the standard rate in the industry (usually 2–3%). I was never shown or signed any agreement indicating these high rates. I was also not informed clearly about these increases through mail or email. I only recently became aware of the issue after reviewing my effective processing rate. When I questioned Heartland, they stated that all fees were valid and refused to provide a refund. I filed a complaint with the CFPB, but Heartland claimed the issue was “business-to-business” and not under CFPB’s scope. I believe this is a case of excessive, misleading, and non-transparent billing practices, and I respectfully request a partial refund for the overcharged processing fees. These are examples of monthly merchant statements showing extremely high processing fees charged by Heartland — as high as 12.5%, which is significantly above the industry norm of 2–3%. These charges were not transparently disclosed or agreed upon in any contract I signed.

  Business Response

  Date: 05/01/2025

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

  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to review this account further. The merchant was able to get connected with our Client Management team. They were able to review and offered the merchant a reduced processing rate along with a loyalty credit. This offer was refused by the merchant as they have requested to close the account. The merchant will receive one more statement as they processed in April. 
  

  Nothing further is able to be done on this account due to the closure request. If the merchant should have any further questions or wish to discuss this matter further they have been provided details for contact by our Client Management Team. 
  

  Thank you,
  Heartland Customer Service

  Customer Answer

  Date: 05/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I reject the response because I was overcharged for months at an excessive rate (12.5% or higher), far above industry standards.
  The offer to reduce my rate only if I signed another 12-month contract was not a fair resolution to my complaint. I requested a refund for past overcharges — not a future rate reduction.
  I respectfully request that Heartland review and refund the excessive fees charged during the past 6–12 months. Closing my account should not disqualify me from a fair refund.
  
  
  Sincerely,
  
  ****** **** 

   

  Business Response

  Date: 05/09/2025

  Better Business Bureau Inc. 
  Case Number: ******** 
  Customer Name:  ****** ****
  Customer DBA: *** ***
  MID Number:  ***************
  
  Dear BBB Customer Relations Advocate,

  We have checked the account and found they spoke with our portfolio management on 04/29/2025, they were offered a Loyalty credit of $3,000 and to reduce their rates at .75/.05 which the merchant declined. A close request has been submitted already and at this point a refund would not be possible. 
  
  Should Ms. **** have any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided our customer service number below.
  
  Sincerely,
  Heartland Customer Service
  * ************

• Initial Complaint

  Date:04/29/2025

  Type:Billing 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.

  April 1 2025, $2023.09 was deducted from my account. The amount should have been $1524.09. I called and spoke to an agent he to me a notice was sent out which was not true and he said it was a 499.00 one time fee to improve things. I told him I never received such no5ice and believe this to be a bogus fee and expect full refund. After a 30minute hold he offer $230 refund. I declined and asked for a supervisor after a 20minute hold i was connected to mike. He also offered me a $230 refund and when I told that I wanted the full refund he said he would give my case to a manager and he would call me in 5 to 10 days. This is all obvious fraud and it is the second time it has happened to me that I know of. ***** ****** Apple Nutrition *** *** **** 

  Business Response

  Date: 04/30/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number:  ********
  Consumer Name: ***** ******
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to review this account further. After our review we have found that an initial offer was made to the merchant. However, they declined that initial offer and this was escalated to our leadership. They noted that at this point the case is with our Client Management team and they are currently experiencing longer than normal wait times and will be contacted as soon as possible. At this point there is nothing further we are able to assist with pending contact from our Client Management team. 
  

  Thank you,
  

  ** ***** Heartland Customer Service Manager

  Customer Answer

  Date: 05/05/2025

   
  Complaint: ********
  
  I am rejecting this response because: if someone is going to call me back why haven't I received a phone call.  Also I never received anything in the mail.  The whole thing is a scam.  I did call back and was told I would get my $499.00 on the 2 of June.  So we will see.

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