Business Profile

Payment Processing Services

Heartland Payment Systems, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

126 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:04/11/2025
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.
On April 1, 2025 Heartland Payment debited my business account $8,574.71 for processing cards (I processed $106,115.01)and a technology fee of $499. This debit was a 50% plus increase from February where I processed $83,066.67 with a processing fee of $3788.90. Thy did not return my numerous calls and emails for 8 days. During that time I researched processing, fees and companies to find that that average processing rate is 1.5% to 3.5% and I was being charged 8.09%. When they did reach out to me they offered a $4500.00 refund if I sign a year long contract. Which is crazy. Blackmailing me with my own money. ********, dishonest company - do not do business with them!
Business Response
Date: 04/15/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: ********
Consumer Name: *** ********
Dear BBB Customer Relations Advocate,
This merchant account has been addressed in multiple avenues and the merchant has been presented with options, however they have declined those options. At this point we do not have anything further we are able to offer this merchant to resolve their concerns. They have communicated with multiple teams and unfortunately we were unable to come to an agreement.
If the merchant has further questions or would like to speak about the offer presented further, they have the contact information necessary to speak with the individuals assigned to their case.
Thank you,
Heartland Customer Service
Customer Answer
Date: 04/15/2025

Complaint: ********

I am rejecting this response because:
The processor offered a refund of the overcharge if I would sign a new 12 month contract with them. I declined the offer on the grounds that it is offensive to be blackmailed with my own money. They said I needed to show good faith. I processed millions of dollars over ten years with them before they overcharged me for the service. I do not need to show good faith, they do. I did nothing wrong. They did. And to tell me they will not process the refund that I am due unless I show good faith is absolutely unacceptable. They need to be held accountable for their actions and they initiated this issue, not me.

Sincerely,

*** ********
Initial Complaint
Date:04/09/2025
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.
On April 1 , 2025 we saw that heartland payment systems had taken $499 out of our checking account. Our business has been closed since last October and we have not processed any payments with them since that time. We immediately called and were told by customer service that we would be receiving a call to explain within 24 hours. The call never came even after we left numerous messages, emails and chats. After some time we received an email from someone stating they did an extensive investigation and they would not refund the charge. They gave us no explanation as to what the charge was for or why it wouldn’t be refunded . We have requested a phone call to discuss but no one will take the time to call us. Customer service has no idea what the charge is for either. They took money out of our account and our business isn’t even open. They refuse to provide an explanation. Since they won’t provide an explanation or refund the charge we have no alternative but to hand this over to an attorney. I can’t believe a business would treat a customer so poorly.
Business Response
Date: 04/11/2025
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 the opportunity to review this account further.
We have had the chance to speak with the merchant and based upon our research we have proceeded to provide this merchant with an explanation of the details associated with this fee and after further discussion we have provided a full courtesy credit for this fee.
This information has been provided to the merchant and nothing further should need to be discussed. If necessary the merchant has our contact information.
Thank you,
Heartland Customer Service
Business Response
Date: 04/15/2025
Global Payments, Inc.
**** ***** ** ** Atlanta, GA 30326

Better Business Bureau Inc.
Case Number: ********
Consumer Name: ******* ******
Merchant ID number: ***************
Dear BBB Customer Relations Advocate,
While we understand that the process we have in place for refunds may not be satisfactory to the merchant, there are no other options. This credit request has been submitted and will appear on their next statement.
Thank you and please do not hesitate to contact our support team directly at 888-963-3600. They are available to assist further if any other questions arise.

Thank you,
Heartland Customer Service
Customer Answer
Date: 04/19/2025

Complaint: ********

I am rejecting this response because:
The money should be refunded immediately to our account since it was not authorized and never should have been taken in the first place. It is impossible to speak to anyone about this. They only offer the customer service representative phone number and those people don’t have any idea what is going on with this and have no authority to do anything. They have promised multiple times to contact us to discuss this matter but all we get is a vague written response with no clear explanation for anything. Yesterday after talking with a customer service representative she promised a follow up email concerning our conversation with her. She said we would receive it within 5 minutes after hanging up. We never received anything from her. This is by far the worst treatment I have ever received from any business.
Sincerely,

******* ******
Initial Complaint
Date:04/07/2025
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.
Subject: Formal Dispute of Unauthorized Technology Upgrade Fee – Immediate Refund Requested Dear Heartland Customer Support, This letter is a formal dispute of the unauthorized $507.49 charge withdrawn from my bank account and listed on my March 2025 merchant statement as a “Technology Upgrade Fee.” To be clear: I did not authorize this charge, nor was I adequately informed of its existence or given a reasonable opportunity to opt out in a manner consistent with professional and legal business standards. Here are the facts: I paid for my credit card swiper in full, out of pocket. I do not use any Heartland technology that would require upgrading. I have no other technology for you to upgrade. Stripe, Square, GroovePay, KeyBank, and US Bank do not charge hidden “Technology Upgrade” fees. Your company already takes fees from my transactions; if those increase with proper notice, I can accept that. But surprise charges with no clear justification or prior approval are unacceptable. I have received no email, no phone call, no portal notification regarding this fee. I check the Heartland portal daily and saw no announcement or alert regarding this charge. If you claim the notice was mailed via statement or letter, I can state unequivocally that no such communication was received. I am requesting proof of delivery and receipt. “We mailed it” is not proof that I agreed to or approved this charge. No one from my business signed any document or gave permission for this charge. I am requesting a copy of the original signed agreement authorizing this deduction. On Friday, April 4th, I was told—verbatim—“You signed an agreement with Heartland that said they could charge you fees whenever they want.” When I asked for a copy of that agreement, I was told I’d have to email research for someone to locate it and that it would be sent through another portal or email. I find this evasive and unacceptable.
Business Response
Date: 04/09/2025

Per the Merchant Processing Agreement the following pertains to the Technology Upgrade Fee being charged to the merchants account:
Section 6.5: 6.5 Merchant shall pay such fees and charges as may be set by HPS for any requested system enhancements or services in addition to those specified herein or in the Merchant Application or as may be requested by applicable law or changes in the Rules.
In relation to the question around getting a copy of the signed agreement, the steps have been provided in order to request a copy. While we understand that the merchant may feel these steps are evasive or unacceptable, they are the policy to ensure security around the merchant's personal information not being shared with the incorrect party.
To receive a printed copy of your signed contract please take the following steps:
Merchant to include their:
Merchant ID number
Contact phone number
Return Email address or fax #
Email the request to: [email protected]
All contract requests must be in writing and signed by the owner/authorized signer on file. If sending via email a scan of the merchant's request and signature must be sent that matches the signature on file. There is a 24-48 hour turnaround time for these requests.
As with every merchant, we always recommend that you review your entire Merchant Statement. On page 2 there is a section labeled “Important Messages”. For this specific instance we would advise reviewing the February statement as it has this specific fee and the options available to the merchant if they object to the mentioned fee. As far as having access to this information, we have confirmed that the address on file is indeed the address that this statement was sent to. If that information is incorrect, we would request the merchant contact our support team to update that as soon as possible, so any future statements are not missed.
We are unable to provide any credit or refund.

Customer Answer
Date: 04/14/2025

Complaint: ********

I am rejecting this response because:
Heartland has violated its own merchant agreement.
See attached documents.
These were signed for at 10:03am today

Sincerely,

***** ***********
Business Response
Date: 04/16/2025
While we understand the information we have advised the merchant is not something they agree with, we have been clear in the process to address their concerns. The claim that we have violated our own merchant agreement is explained here:
Per the Merchant Processing Agreement the following pertains to the Technology Upgrade Fee being charged to the merchants account:
Section 6.5: Merchant shall pay such fees and charges as may be set by HPS for any requested system enhancements or services in addition to those specified herein or in the Merchant Application or as may be requested by applicable law or changes in the Rules.
This fee was explained, along with steps to take if they object to the fee, in the February merchant statement. This statement was mailed to the merchant's address on file. This has been the same process since the merchant has been doing business with our company.
In relation to the question around getting a copy of the signed agreement, the steps have been provided in order to request a copy. These steps are the policy to ensure security around the merchant's personal information not being shared with the incorrect party. We appreciate the feedback and it will be shared with the appropriate teams for review.
As specified previously, to receive a printed copy of the signed contract please take the following steps:
Merchant to include their:
Merchant ID number
Contact phone number
Return Email address or fax #
Email the request to:
All contract requests must be in writing and signed by the owner/authorized signer on file. If sending via email a scan of the merchant's request and signature must be sent that matches the signature on file. There is a 24-48 hour turnaround time for these requests.
Based upon the above information and others discussed via email, phone and chat, the merchant has been advised that we are unable to provide any credit or refund.
Initial Complaint
Date:04/04/2025
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.
heartland when we signed up for their credit card prosessing stated trhey would take all fees per transaction and deposit in our account next day they take out fees per transaction plus more fees end of month fees will be 300 for upgrade to their systems on month 300 two more times thru the year about 300 for end of year report now 500 plus for tech upgrades made complaint was on hold for 1 hour no help but arrogance they say they sent explanation on statement but talked to other bussinesses we did not receive statement in mail (how conveinent ) but you can read it online in very small print they are doing this to many bussinesses
Business Response
Date: 04/08/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: ********
Consumer Name: ***** *********
Merchant ID number: **************
Dear BBB Customer Relations Advocate,
Thank you for allowing us the opportunity to thoroughly review this account and the details surrounding the recent inquiry. We understand their concerns and appreciate this being brought to our attention.
As the merchant knows, our teams have been in contact with him via phone and email to discuss this matter in detail. Following a comprehensive review of the account history and the relevant information, we have determined that we are unable to process a credit or adjustment at this time. This decision aligns with the information previously communicated to the merchant.
Regarding the inquiry about the Merchant Statement, our records confirm that the February 2025 statement was mailed to the address we have on file. We would like to specifically draw the attention to the Important Messages section on page 2 of that statement. This section presented in standard paragraph font, clearly outlines the Technology Upgrade Fee and details the process for merchants to address any objections.
Furthermore, our support team has documented conversations with the merchant where this information was also clearly communicated.
If ***** has any further questions or requires further clarification on any of the information provided, please do not hesitate to contact our support team directly at ************. They are available to assist him further.
Thank you,
Heartland Customer Service
Initial Complaint
Date:04/02/2025
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.
On April 1, 2025 Heartland, my merchant server, withdrew a large amont from my business account. $815.82 , the average amount $240.00 - $270.00 that comes out the first of the month. I also have individual charges taken each day of the month cc payments were run and entered into my account which adds up as they continue to add fees and change fees. On April 1st instead of the monthly average$240.00 *******, was not withdrawn. I had an $815.82 withdrawal which I was not prepared for and I thought was an error. I tried to call heartland and waited an hour on my business phone when , after an hour the call was dropped. I called back and after a thirty minute wait my wife continued to hold the line and I called my business bank and explained what happened and we were concerned the charges were in error or this large unexplained fee was a fraudulent charge, all the while still waiting on the line for customer service. We had a stop ********************** put on the large withdrawal, adding a fee to my account to do so. I called Heartland on my lunch using my mobile phone and still did not reach customer service , I opted to enter my number and wait for a call back. An additional attempt was made at the end of the day. Today I made several more attempts and by the end of the day still no return call. I wrote a letter to terminate my account and listed the objection of a string of charges and fees that have been added since my opening of an account back in 2018 and neeed someone to call with an explanation of charges or why I dont see my normal fees. I have been looking through the last few statement and have seen new fees for certain criteria and certain types of accounts but I do not qualify for those adjustments. I as of yet haven't spoken with Heartland and am now in a position of not being able to offer Credit Card payments in my office which is part of a day to day function for my business and strangley the company can't be reached.
Business Response
Date: 04/07/2025
Global Payments, Inc.
****************
*****************
*************

Better Business Bureau Inc.
Case Number: ********
Customer Name: **** *****
Customer DBA: ATLAS CHIROPRACTIC OF TUSCALOO
MID Number: ***************
Dear BBB Customer Relations Advocate,
Thank you for your inquiry into the above referenced case. I have researched the account and can confirm a close request was submitted on 4/3/2025, verbally requested by Mr. ***** when he called in on 4/3/2025. As a courtesy, we have refunded the Technology Fee billed on the March statement in the amount of $499.00. The refund will be applied as a statement credit on the ***** statement.
Should Mr. ***** have additional questions or concerns regarding this issue, we would be happy to further assist. We have provided our contact information below.
Sincerely,
Heartland Customer Service
************
Initial Complaint
Date:04/01/2025
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.
Heartland Payment Systems continues to take money from an account without any authorization.
Business Response
Date: 04/03/2025
Global Payments, Inc.
****************
*****************
*************
Better Business Bureau Inc.
Case Number: ********
Customer Name: ******** *****
Customer DBA: Avas Cupcakes - ECommerce
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 the merchant already requested to close their account back on 02/05/25. The account remains open until this time resulting in getting monthly fees for the months of February and March. We reached out to the merchant and apologized for the lapses on our end and have promised them to get them refunded. We have coordinated this to our Maintenance Leadership Team for a request for the refund and to have the account closed asap.
Should Ms. ***** have any additional questions or concerns regarding this issue, we would be happy to further assist.
Sincerely,
Heartland Customer Service
**************
Customer Answer
Date: 04/05/2025

Complaint: ********

I am rejecting this response because: Heartland still owes me a refund of $495 from an unauthorized charge made on January 2, 2025 that they previously agreed to initiate in February during my first attempt to contact them regarding unauthorized charges on this account. There were two charges in January, $245 and $495. They agreed in February that I had not processed any payments/utilized any services since 2020 and they agreed to process the returns. Only the $245 has since been returned. Every time I contact customer service they deny that I ever called. In the above response they admit to my calls and my requests therefore I should be refunded the $495, as agreed to in February.
I am requesting a full refund of the $495 charge from January 2, 2025 which was the very first charge that started this ongoing dispute of unauthorized charges. Once this amount is refunded and provided Heartland does not attempt or make any further unauthorized charges to any of my accounts, I will be satisfied with the efforts made to resolve this.

Sincerely,

******** *****
Business Response
Date: 04/09/2025
Better Business Bureau Inc.
Case Number: ********
Customer Name: ******** *****
Customer DBA: Avas Cupcakes - ECommerce
MID Number: ***************
Dear BBB Customer Relations Advocate,
Thank you for your inquiry into the above referenced case. We already discussed with ******** on 04/02/25 that they should be getting a refund for a total amount of $1070.90. There was a refund for $375.00 credited in the February statement that shows as Non PCI Compliance Credit Adjustment. Since we missed closing the account they were still being billed with monthly charges for $248.45 in February resulting in having net credit for only $126.55. We have already emailed our maintenance for issuing a refund for the charges billed on February ($248.24) and March ($822.45) amounting to a total of $1070.90 and had advised ******** that the refund will reflect as a statement credit at the end of this month.
Should Ms. ***** have any additional questions or concerns regarding this issue, we would be happy to further assist.
Sincerely,
Heartland Customer Service
**************
Initial Complaint
Date:03/28/2025
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.
Where do I start, I found out that Heartland decided to raise all my fees with no notification and has been billing me $54 per month for 5 years for a service I never asked for or even need a total of $3240 and then I am offered $1000 if I sign a new 1-year agreement no way, there is also a lot of noncompliance fees that are also considered junk fees, I have left Heartland as of 3/27/2025
Business Response
Date: 04/02/2025
Global Payments, Inc.
****************
*****************
*************
Better Business Bureau Inc.
Case Number: ********
Customer Name: ******* ******
Customer DBA: Gameday Outlet
MID Number: ***************
Dear BBB Customer Relations Advocate,
Thank you for your inquiry into the above referenced case. We have reviewed the account and confirmed that the merchant had been charged with Customer Intelligence Suite (CIS) Fee from February 2020 until February 2023 for $54.95 each month which totals to $3,297. ******** ********* from our Retention Team has reviewed their account already and offered them $1,000.00 loyalty credit, however the merchant decided to terminate their account instead which in this case Retention Team couldn't issue any loyalty credit at all. Thus, the Customer Support Team won't issue any refund as well since the account is now terminated.
Should Mr. ****** 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,
Heartland Customer Service
**************
Customer Answer
Date: 04/03/2025

Complaint: ********

I am rejecting this response because:
I never signed up for this service and I do not want to do business with Heartland because they always are adding unauthored fees to my account like a monthly fee, they only want to give me a partial refund for the money they stole from me, and now after canceling their services they charge me another $499 for Maintenance fees for an account that I know longer have, I want a refund for the services they signed me up for and the $499 maintenance fee this doesn't even include the monthly fee they added for using their services. If they don't want to refund me then I pursue small claims, Heartland was/is involved in a class action lawsuit in the state of ********** for these practices.

Sincerely,

******* ******
Business Response
Date: 04/15/2025
Hello,

I manage Heartland's BBB account and experienced an issue.

I had until today to respond to Complaint#********, but when I went to reply it was deemed "Business Did Not Respond."

I thought we had until the end of the day to reply. I have the response ready. Can I send it to you so we can remedy the situation?

Thanks,
--
****** *******
Digital Media Coordinator, Reputation Management

Heartland
A Global Payments Company
Business Response
Date: 04/15/2025
********Thank you for the opportunity to get this matter resolved. Please see our response below:

Better Business Bureau Inc.

Case Number: ********

Customer Name: ******* ******

Customer DBA: Gameday Outlet

MID Number: ***************

Dear BBB Customer Relations Advocate,

We reached out to Mr. ****** on 09/04 and offered a refund for $1,000.00 for the Customer Intelligence Suite Fee and $499.00 for the Technology Upgrade Fee however he refused the offer as he mentioned that he had already taken legal actions on this complaint.

Should Mr. ****** 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

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

------

Best,
******

--

****** *******
Digital Media Coordinator, Reputation Management

Heartland
A Global Payments Company
Customer Answer
Date: 04/15/2025
I am done with this; I have filed small claims. Thank you.
Complaint: 23128577

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:03/21/2025
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.
They started tacking on fees every month an increasing them drastically. We never received any notice of this till we tracked down all the withdraws out of checking account without notice. Company was called about problem. There was no response from sales *** that was contacted an the account was canceled an still been getting withdraws taken from checking acct.
Business Response
Date: 03/26/2025
Global Payments, Inc.
****************
*****************
*************

****** ******** ****** **** **** ******* ******** ******** ***** ****** **** ******** ** ******* ***************
Dear BBB Customer Relations Advocate,
Thank you for the opportunity to respond. We have made multiple attempts to contact ******, unfortunately we have received no response. We will continue to attempt to reach out and assist in whatever manner we can. However, as he has terminated services with our company we are limited in the support we can provide.
Based upon the concerns of charges incurred after account closure, after review we are not seeing any additional charges coming from our company. We have requested more information on this matter from ****** as well, but have yet to receive any response.
Thank you for your attention to this matter. If ****** has further questions he can contact our support team at any time at ************.
Thank you,
Heartland Customer Service
Initial Complaint
Date:02/15/2025
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.
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:
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.
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

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