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Business Profile

Payment Processing Services

Heartland Payment Systems, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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    Customer Complaints Summary

    • 124 total complaints in the last 3 years.
    • 36 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:02/15/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland Payment Systems changed their contract policy a month ago regarding inactive accounts. Last known contact from ***** (direct customer service representative) was July 14, 2024. No indication of charges until processed and letter received in the mail. Was informed, Heartland plans to continue charging businesses unless they reach out to their customer service. Upon which, they won't refund charges, but will close accounts with no avenue of reimbursement.

      Business Response

      Date: 02/18/2025

      Global Payments, Inc.
      **** ***** ** **
      Atlanta, GA 30326
      *************

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

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the account and confirmed that this Merchant account has been charged a $25 monthly minimum fee for accounts that are currently approved and ready to Install but have not started processing transactions within 90 days of the InstallApp status date. The fee is designed to help encourage merchants to actively engage with our services and to continue moving through the onboarding process.

      We understand that the merchant did not receive any indication of this charge until processed hence we are going to submit a refund for this amount as a courtesy. 

      Should *** **** 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:01/15/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland payment processors will charge you a fee to maintain their website of $225 and then they will charge you a annual reporting fee of $185.They charged me both of these fees and then immediately close my account I had to file a claim with my bank to get my money back speaking to Heartland several times they said this is normal And that these fees are charged by all credit card processors after one quick phone call to square I found that to be faults and that this company is a scam

      Business Response

      Date: 01/17/2025

      Global Payments, Inc.
      **** ***** ** ** ******** ** ***** *************

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

      Dear BBB Customer Relations Advocate,

      We have conducted multiple discussions with this merchant and thoroughly reviewed certain calls made to our team. Regarding the fees in question, we can confirm that these were clearly communicated to the merchant in their merchant statement under the “Important Messages” section, alongside the available options in case of any objections to the upcoming fees.

      On January 11, 2025, we received a call from the merchant seeking additional information on the fees and subsequently requesting to close the account. This request was confirmed by a supervisor who reviewed the call. Please note that we do not close accounts without the explicit request and verification of the merchant. However, upon the merchant's request, the account was promptly reopened.

      Concerning the disputed amount of $500, this request has been reviewed and denied. There will be no further review for a refund in this case. Thank you for your understanding.

      Thank you,
      Heartland Customer Service

    • Initial Complaint

      Date:01/13/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We signed up with Heartland on July 2023 moving from ***** under the impression our rate will be between 1.8 to 2% Now with every billing cycle there is an increase 2 month ago a charge of $250 for infrastructure(I know when I fix and update my business , I pay for it not the client), so after a long phone call they said they will refund it only if I sign up for another year( refund hast been done yet but when i called they claimed trying calling me,,,why?,,you got the contract, refund the money) Then this month another $ 275 as 1 time reporting fees. This company,s sales agent(**** ******) has scammed me to move to them and then they keep billing random fees on a regular base without my consent I do not make 2.5 to 3% off my clients as we only collect the government copay so for me using them is paying out of my pocket which was the main reason we switched

      Business Response

      Date: 01/17/2025

      Global Payments, Inc.
      **** ***** ** ** ******** ** ***** *************

      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 found that the merchant spoke with our Portfolio Management team on 11/8/2024 and had an agreement that the Infrastructure fee will be refunded in the form of Loyalty credit. The merchant agreed to it, however the PMT did not receive the signed LC hence no refund/loyalty credit applied on their account. The PMT sent them another email on 11/13/2024 and states on the notation that case close as unresponsive. 

      The merchant called again 01/13/2025 about their rates and the advocate he talked to, submitted another web to the case and the retention team sent an email stating someone will contact them within two business days.

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

      Sincerely,
      Customer Service
      * ************ 

    • Initial Complaint

      Date:12/23/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland POS took money from my account on two separate occasions without my consent or prior notice. The first occurrence was $266.51 on 9/20/24, I inquired into it and was told it was for shipping. I was never informed that this would occur and they took no action to rectify the charge. I decided to not move forward working with them as I felt I was being ripped off and excessively charged, specific equipment was promised for my store and nothing was delivered. On October 29th I emailed to let the sales team know I was no longer interested in using their services yet was still charged $384.46 on 11/21/24 When I tried to get my money back over the phone on 12/18/24 I was told that since I cancelled my contract I was not entitled to any form of refund.

      Business Response

      Date: 12/28/2024

      Global Payments, Inc.
      **** ***** ** ** ******** ** ***** *************

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

      Dear BBB Customer Relations Advocate,

      We have attempted to call and speak with the merchant however we were only able to send email. We have contacted the proper team that manages this account and they have provided the merchant with a refund at the amount they requested. We have emailed the merchant notifying of this and will attempt to make an additional phone call to connect with the merchant. We appreciate the opportunity to resolve this issue with the merchant. 

      Thank you,
      Heartland Customer Service

    • Initial Complaint

      Date:11/26/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland Payment Systems LLC is scamming its customers. I have had an account with them for more than 12 years every year around October/November/December they come up with multiple charges with different names Those are unexpected and unexplained fees without my consent, last year they charged me a fee of $175 and they say that it's a reporting charge. This year they are saying its infrastructure fee is $254. every year, they try to take money from my bank account without prior information that I'm not liable to pay for. why should I pay for your infrastructure to improve? if you don't have infrastructure then don't come to the business and say that we are cc processing company with so and so facility. I'm paying almost 4% of charges every month that's way higher than other credit card processing companies. out of everything they want to collect more and more money at the end of the year with different names. I need my money back as I said i cannot pay for them to improve their infrastructure

      Business Response

      Date: 12/01/2024

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

      Dear BBB Customer Relations Advocate,

      Thank you for reaching out. The merchant was complaining about the infrastructure fee of $254 and the initial refund request has been denied  because there was a refund that was issued on their account last February. We have checked the margin on this account and it's way too low, however since they are a long time merchant of ours (started 2009) we could provide a refund for this fee as a courtesy.

      Also, please take note that this will be a one time refund and if the fee is charged again, the refund will be denied. Refund for this fee will be a statement credit that will reflect on the merchant's December statement.

      Should *** ************ have any concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.

      Sincerely,

      Contact Name: ********* ******
      Contact Title: Manager, NAMB GSC
      Contact Phone Number: + ** * **** ****
      Contact Email: *********************************

    • Initial Complaint

      Date:11/25/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland credit card processing is a total scam. You sign a contract, they don’t notify you the contract needs renewed , then proceeds to double your credit card processing fees. When asked to credit the account. They refuse. Shady business practice

      Business Response

      Date: 12/03/2024

      Thank you for your inquiry into the above referenced case. We have researched the account and have spoken with the merchant.

      The Client Manager that previously addressed the merchant's rate concerns reached back out after the formal complaint to get more details about their request for concessions. The merchant requested that we fully refund the difference in fees from their previous rates to the rates that were put into effect on August 1st. The Client Manager previously offered to lower the rates and make them retroactive to November 1st. This was already in place prior to the formal complaint.

      Wednesday, November 27th, the Client Manager offered to refund approximately half of the difference, in the amount of $6,000, in the form of a Loyalty Credit Agreement. The merchant has accepted this agreement. The paperwork has been signed, returned and forwarded to our pricing team for implementation.

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a very small thrift store. I got heartland to do the pos credit card money. They just billed me 254 for an upgrade to the system that does not work consistently anyway. I never approved the money to be taken out. They just took it. They said I have a three year contract with them. They told me there was no limit on how long I would stay with them.

      Business Response

      Date: 11/19/2024

      Global Payments, Inc.
      **** ***** ** ** ******** ** ***** *************

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

      Dear BBB Customer Relations Advocate,
      We have successfully contacted the merchant and scheduled a time for them to discuss their concerns with a member of our leadership team. At this moment, we do not have any additional updates regarding this matter.

      Thank you,
      Heartland Customer Service

    • Initial Complaint

      Date:11/01/2024

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland Payment Systems LLC is scamming their customers. Trapped me into a 3 years contract with large unexpected and unexplained fees without my consent, like the charge of $254 today without explanation. My banker ignored me. I am being taken advantage of. This is wrong. I am PCI compliance until 10/25 and have 1 domain. My business is not complicated. They should never be able to just take my money. Is this illegal?!

      Business Response

      Date: 11/06/2024

      Global Payments, Inc.
      **** ***** ** ** ******** ** *****
      *************

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

      Dear BBB Customer Relations Advocate,

      Thank you for your inquiry into the above referenced case. We have researched the account and have spoken with the merchant. 

      We explained the info**ation related to the Infrastructure Fee that was billed and her options related to that. ******** explained that she had been told by her bank rep that the fee would be refunded. We connected with the bank rep (**) and they are working on that portion, hoping it will be refunded by Monday. 

      The merchant then requested to close the account, and we have initiated that process. No further questions were asked by the merchant. 

      Customer Answer

      Date: 11/12/2024


      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

      Date:10/25/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Heartland Payment Systems charged me basis points on an amount over and above total deposits due to a large return. The return was processed on 09/11/2024 thus leaving no explaination for charging points at the end of the month on an amount over and above what I earned. They refused to refund any amount of these fees. They regularly charge fees without explaination. An example is an "Infrastructure Upgrade Fee" on the October 2024 statement that they claim was for the year 2024 but refused to detail what those upgrades were even after threat of canceling our account. They refuse to remove the fee or prorate it in any way which simply doesn't make sense. Further, in August 2024 they reduced our rates but raised them in the 9 days time it took to process the new rates, leading me to believe they effectively charged me to reduce my rates. I do not believe Heartland is acting in good faith, or cares about their customers. We had been a customer for over 10 years.

      Business Response

      Date: 10/30/2024

      Global Payments, Inc.
      **** ***** ** **
      Atlanta, GA 30326
      *************

      Better Business Bureau Inc.
      Case Number: ********
      Customer Name: ***** *********
      Customer DBA: FIRST PENN PRECIOUS METALS INC
      MID Number: ***************

      Dear BBB Customer Relations Advocate,

      Thank you for the inquiry to the referenced case. Our Client Management team has had multiple conversations with this merchant related to their concerns. The referenced fees charged are legitimate based upon a transaction that occurred between the merchant and one of their customers, then that customer proceeded to return some of those items. There were no errors on Heartland's end in this situation. However, our Client Management team still offered a one-time courtesy credit to offset the difference, this offer was refused by the merchant. 


      Related to the other concerns mentioned, specifically the Infrastructure Upgrade Fee, the details are clearly stated in the merchant statement that was sent months prior to it being charged, along with options if the merchant disagrees with the fee. 


      The merchant has the contact information to communicate with our Client Management team in the event they wish to discuss these items further. Along with the option to accept the offer we have presented for their concerns.

    • Initial Complaint

      Date:10/12/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We own a small, family owned boutique. We use Heartland Payment Systems as a back up credit card processor and for gift card processing. We recently noticed we were paying very high monthly fees for the amount of credit card processing we were doing (i.e. $300 in charges for $600 of processed charges). Upon review, we realized we were being charges all sorts of hidden fees such as PCI Non-Compliance Fee ($125/mo), Customer Intelligence Suite ($55/mo), Service & Regulatory Mandate Fee ($109/mo) among other smaller charges. I spent hours and hours on the phone with their customer service team voicing my complaint on these absurd charges which they refused to take liability for. Their words were...it's not our fault you didn't review your statement. The statements contain hundreds of line items for various credit card fees with Visa, Mastercard, etc. so it would be impossible for someone not an expert in this area to interpret them. It's very sad there are so many businesses like ours that are being taken advantage of by this large, corporate company. Especially during a time when many of these small businesses were struggling during the pandemic. I'm sure they will claim it's covered in their "Terms & Conditions" but it's clearly a dishonest and fraudulent business practice and they need to be held accountable.

      Business Response

      Date: 10/15/2024

      In review, it appears the Customer Intelligence enrollment took place in early March 2020, and Heartland notified the customer via the card processing statement. The statement message specified they were being provided a 30-day trial, and billing of the service would begin in April of 2020 for $54.95 per month. In the statement, it also explains how to terminate this service. 
      Per our records, in August 2024 the customer called to cancel and opt out of the Customer Intelligence product. As a courtesy, we approved a refund for 6 months of the billing for a total of $329.70 and this credit was applied to the August processing statement. In review of the Non-Compliance PCI billing, we began notifying the customer in August 2020 via the card processing statement as well. 
      Customers are responsible for validating their PCI Data Security Standard (PCI DSS) compliance via a third party provider. PCI DSS compliance is critical for customers accepting cards. Furthermore, the card brands mandate that acquirers (like Heartland) report on the PCI DD compliance of their merchants. Heartland partners with ****** to assist customers with validating their compliance. If customers do not complete the validation process, a PCI Non Compliance billing of $125 is assessed. As a courtesy we refunded 6 months of the PCI Non compliance billing totaling $750 on the August 2024 statement.  
      We understand our customers may not be well-versed on industry standards and we have a department specifically dedicated to educating and consulting our customers on statement billings as well as best practices. In review, the customer did speak with our Client management team, which is where the courtesy refunds were processed. We apologize the courtesy refunds did not meet the expectations of the customer however the courtesy refund is the maximum gesture of goodwill we can offer. If additional questions or concerns regarding the processing account, please contact Abby Griffin at [email protected].

      Business Response

      Date: 10/28/2024

      Global Payments, Inc.
      **** ***** ** **
      Atlanta, GA 30326
      *************

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

      Dear BBB Customer Relations Advocate,

      PCI DSS (Payment Card Industry Data Security Standard) compliance is a global security standard that helps protect cardholder data and reduce fraud and data breaches. It applies to any organization that stores, processes, or transmits credit card data. PCI Compliance is not only centralized to the software or device being utilized, it also includes how a business may be accepting payments & card information. We strive very hard to exceed our customer’s expectations however we will not be able to offer any additional concessions for the disputed fees.

      Customer Answer

      Date: 10/29/2024


      Complaint: ********

      I am rejecting this response because: This doesn't address my prior response at all. This appears to be an auto-generated response by the company regarding PCI Compliance. Once again, this is a major concern for not only our business but all potential businesses impacted by these extraordinary, hidden fees and I think should be investigated by the Better Business Bureau or appropriate regulatory agencies. 


      Sincerely,

      ****** ****

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

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