Complaints

This profile includes complaints for Global Payments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Global Payments, Inc.

  3550 Lenox Rd NE Ste 3000 Atlanta, GA 30326-4334

  
• 

  Global Payments, Inc.

  2054 Westport Center Dr Saint Louis, MO 63146-3564

• 

  Heartland Payment Systems, LLC

  3624 South Ave W Missoula, MT 59804

• 

  Heartland Payment Systems, LLC

  3311 W Elmhurst Ave Spokane, WA 99208-4705

• 

  Global Payments, Inc.

  835 Damarell Rd. Bozeman, MT 59718-9724

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:06/18/2025

  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.

  This complaint is being filled by our company, Hypertension and ***************************, as we have had a very underwhelming and disappointing experience with 'Global Payments Integrated'. We are a medical office, therefore the efficiency of our office is a huge aspect of our practice. The way our practice runs reflects upon the patients we help at the office. In attempts to advance technologically in regards to our billing systems we have reached out to the company. Although we were pleased to start a new system, the company was very quick to disappoint us. They have sent multiple card reading devices to our office without any instructions, leaving us extremely confused. When we have attempted to reach out, which on our part was more than once, we were left with no answers. After calling them we were transferred to multiple departments in which none of them were able to give us clear nor any instructions on how to properly work the devices. In fact one representatives told us that the devices 'were not supposed to be sent to us' and when our company reached out, yet again, to ask how to send them back they told us that there was no need in doing so. A few weeks later they had demanded all the products back after we expressed that we are no longer comfortable with working with a unorganized company. Numerous emails were sent, as well as calls to the company and every time we were only greeted with unaccommodating, difficult, and confused individuals. There was no guidance from the start of this journey with this company and the lack of communication on their part has left a displeasing image. After our final attempting of reaching to resolve several issues that we have had we were than informed that we will be charged. They quoted us $500 per each account that we have had, in which one account had not been set up yet as a result of their company's inefficiency. An escalation manager was reached out to and a response from them has yet to come.

  

  Business Response

  Date: 07/09/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23488743
  Consumer Name: ******** *****
  Merchant ID number: *************, *************
  

  Dear BBB Customer Relations Advocate,
  

  Notes from interactions with the merchant indicate that the installation and setup of their P400 devices for MID ************* went smoothly. P400 devices were originally issued to the merchant for MID ************* as well, but we later found that the merchant does not use the same POS software at each location, so different hardware would be necessary.
  
  The merchants sales representative sent replacement hardware to the merchant free of charge in the form of Castles Saturn 1000F devices. The original ***** were issued as free rentals, so it wasnt necessary to return them at the time. After receiving the replacement hardware, the merchant mistakenly called our Technical Support team more than once when the appropriate team would have either been Implementations or the Standalone Terminal Support Team, but we were able to warm-transfer them to the correct team for assistance on 6/18. 
  

  They ran successful test transactions using their new hardware that same day, then called Technical Support once again for assistance with finding a report that would show those transactions. We informed them that their reporting would necessarily be split between two portals because of the two types of hardware they now had, and walked them through the steps to access the second portal. Though it appears that everything was fully-functional at this stage, seeing several successful transactions through both MIDs, they ended the call, dissatisfied with the need to access two different portals for reporting, then called our *********** team a few minutes later to close their accounts. The *********** representative informed the merchant that the original P400 devices would need to be returned since they were issued as free rentals.

• Initial Complaint

  Date:06/13/2025

  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.

  I would file a Better Business Bureau complaint explaining that your fees were increased by nearly 300% and that you have attempted to get a resolution from Global Payments Integrated without success. You should include your merchant account number and the following case number: Case # ********. You should explain that your fees for the month of January were a total of $2061.73 and for similar volume in the months of March and April, the fees were $5785.52 and $5848.97 respectively. These fees include a "Risk Assessment Fees" of $1462.28 and $1582.91. The representative at Global Payments Integrated named ******* said that nothing could be done and you attempted to escalate the issue to a supervisor, no response was received.

  

  Business Response

  Date: 07/09/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23467328
  Consumer Name: ***** ******
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  The merchant's rates were adjusted due to price increases in both November 2024 and March 2025. Notifications regarding these changes were included on their monthly statements each time.
  

  The merchant reached out on May 8th with questions about the rate increase. At that time, the inquiry was escalated to a supervisor who attempted to return the call, but was unable to reach the merchant. The merchant called again on May 14th to request a rate review, but had also submitted a request to close the account.
  

  By the time Client Advocacy reviewed the request, the account had already been closed, so there was no opportunity to conduct a rate review or discuss retention options.
  

  The charges in question are directly related to the previously communicated rate adjustments, which were shared in advance via statement notifications.

• Initial Complaint

  Date:06/13/2025

  Type:Product 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.

  During the month of 3/25 we were charged $5294 in fees by Global related to a card testing scam. Our *** provider explained that hundreds of invalid cards were submitted through the Global Payments iframe on the site. These fraudulent attempts were processed through the payment iframe, which is fully hosted and managed by Global Payments. That iframe bypasses the *** platform entirely when it comes to handling card authorizations, meaning the transaction data never touches *** servers, they have no ability to intercept or block those attempts directly. Although most of the cards were declined, each attempt still triggered an authorization request and associated fees. Immediately after we received the email notice from Global regarding testing, we called Global to take the terminal offline. We immediately contacted our *** provider, and they fixed the security issues. At that point I contacted Global and let them know. They then put the card back online, but card testing was still occurring. I contacted Global again, and told them that cards were still being tested, they said again, that they were taking the terminal offline. After some emailing back and forth, the techs realized that they needed to turn off the terminal in Open Edge as well because it was open the whole time allowing card testing, and allowing Global to collect fees from us. Fees kept accumulating. From Global I was told "I have spoken to the Openedge technical support team and was able to confirm that the Global and Openedge did not sync properly. The declines you are seeing are the result of the terminal being deactivated on our side. I have coordinated it with Openedge and they assured me that they are now deactivating this on their side and that no transaction will be made this time." Our *** provider has agreed to reimburse us for 1/2 of these fees ($2,640) and I feel like that it is only fair that Global reimburse us for the other half due to their negligence in not turning off the terminals.

  

  Business Response

  Date: 06/30/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23465845
  Consumer Name: ******* ****
  Merchant ID number: *************

  Dear BBB Customer Relations Advocate,

  After reviewing the account there was additional information needed, therefore ***** reached out directly to Ms. **** and advised the transactions in question would need to be reviewed by our pricing team and Ms. **** provided this information to us and we will continue to work with them on potential resolution.

• Initial Complaint

  Date:06/11/2025

  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 switched to Global Payments on recommendation of my software company (who is no longer using them due to complaints like this)Global Payments switched us before we were able to send us terminal (which turns out was backordered for over a month.) I spent more than 40 hours on the phone with customer service during this time with no help, no way to collect money for my business and no solution or refunds for their fees.A year ago when I noticed my processing fees were more than they should be we reached out and signed a new contract after promises that the fees would be decreased. My accountant just ran the numbers and I am paying DOUBLE what I was before Global Payments, DOUBLE what you can get from Quick Books, or Square. I have reached out multiple times and have yet to receive a reply. When my office manager called customer service she was given the run around.This is a terrible company that takes advantage of small businesses! Shame on you!

  

  Business Response

  Date: 06/26/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number:  23453983
  Consumer Name: ***** *****
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  This has been resolved. We spoke with the merchant and let them know that we are unable to go any lower on the rates we are offering and due to the monthly processing volume and the types of cards that are coming in, we are unable to get them to the effective rate they want. They again brought up that their colleagues in the industry have better processing rates (or so it seems), but they did concede these colleagues are also processing exponentially more than they are which has an impact as well. 
  

  They expressed they may choose to close their account so we went over the closure process with them and let them know they can reach out to me when they are ready to do so.
  

• Initial Complaint

  Date:06/08/2025

  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.

  ********* has implemented a substantial increase in processing fees with no clear or amended fee schedule/ amended merchant agreement reflecting this change has been provided to me. Additionally, the notification regarding this increase was not delivered via email the primary methods of communication used in our past dealings but was instead discreetly placed as a vague notice within a statement. A vague notice is not the same as informed consent, and this method of notice is both insufficient and deceptive. Courts and regulators consider the notice that was sent as insufficient, especially considering the notice lacked specific percentages or fee structures, it didnt explain how much rates would change, or that the increases would have a big financial impact on my business an over 400% increase from $0.17 per transaction to $0.72 per transaction. According to the terms of our agreement and business rights, any changes to fees require proper and reasonable notice. Concealing the notice in a statement instead of direct communication and failing to include a clear informed amended fee schedule may constitute a breach of contract as well as a violation of North Carolina's Unfair and Deceptive Trade Practices Act (N.C. Gen. ***** 75-1.1). Heartlands actions also violated their own Merchant Bill of Rights to transparency of fees, knowledge of markups, and providing real-time support. The increase was auto-applied without my active consent, was not highlighted prominently and instead vaguely added to a statement, and failed to provide a clear and informed updated rate breakdown upfront. There was no real-time support when I called in to discuss this issue, I was told I must wait ***** business days to be able to discuss this matter. I am still waiting on correspondence for this issue to this day while still incurring the substantial fees. This substantial increase has caused my business loss and hardship.

  

  Business Response

  Date: 06/13/2025

  Customer Support has removed the ********************** from the *** program, and confirmed they were compliant and have not been charged a PCI non-compliance fee since March. Additionally, ** has provided this account with a $499 refund for the recent tech fee. It will be seen on their June statement.

  In regard to the remaining fees the customer feels she is owed, we had notified her of an upcoming increase to her Heartland fees on page 2, labeled Important Messages in large font at the top of the page, and further under Updates to Your Merchant Processing Fees in bold print on both her January 2025 and February 2025 monthly statements, prior to the fees going into effect on March 1, 2025. She did not contact ********* to discuss her account until June 2, 2025.
  

  Per the merchant's filing, the claim states that notification regarding this increase was not delivered via email the primary methods of communication used in our past dealings. ********* has always notified merchants of any upcoming changes to merchant accounts via statement messages as they are the most reliable method of communicating with our customers. E-mails are not always dependable due to e-mail addresses changing, spam filters, messages being missed, etc.
  

  In an attempt to appease the merchants frustrations, the Client Manager that ******** worked with offered to extend a Loyalty Credit refund of $13,325 which, in conjunction with the credits already offered from Customer Support, would satisfy the difference from what she was charged and feels she is owed, but she was not amenable to this as it would come with a 12 month agreement. In addition to this, the Client Manager also offered to reduce her rates to .65% and $0.05 cents a transaction, which is significantly less than what she was paying before her rates went up. Prior to the March increase, the customer was paying 1.07% and $0.17 cents per transaction.
  

  It has been determined that there is a significant risk that by providing a refund without an agreement there is a high probability that the customer will terminate her account after receiving the refund offered. We reserve the right to protect our business as the increase that occurred in March was not in error. We have made every effort to not only refund the difference, with the understanding the customer continues actively processing and in agreement, but provide her even lower rates than before. We feel our attempts to remedy this situation are more than fair, if not have gone above and beyond.

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23441152
  
  I am rejecting this response because:

  I am dealing with a personal medical condition that did not allow me to catch the vague price increase immediately- although still within the ******************************************************************************************************************************* mailed to me until mid-April. That is besides the point as I contacted customer service as soon as I was able and noticed on June 2nd.

  
  According to the Merchant Bill of Rights in my Merchant Agreement, it states I have the right to know the fee for every transaction and the right to know the markup of fee increases. The increase was auto-applied without my active consent, vaguely added to a statement, and failed to provide a clear and informed updated rate breakdown upfront or amended fee scheduling explaining what the increase would be. Instead the fee increase notice just simply said there would be an increase without further explanation. A substantial increase going from $0.17 to $0.72 for each transaction (I had to call on June 2nd and wait an hour on hold to find out the amount of this rate increase). This resulted in an almost 400% increase in my processing fees.

  
  There has been no effort to provide a refund or to refund the difference. A loyalty credit requiring a conditional contractual agreement is not considered refund. I considered the conditioning of the repayment based on a new 12-month contract to be coercive and legally improper. I did reject the loyalty credit of $13,325.00 as I did not feel this was being handled legally or in good faith. I feel these actions have violated North Carolinas Unfair and Deceptive Trade Practices and is a breach of contract including Heartlands Merchant Bill of Rights to transparent fees and knowledge of markups. 

  
  After experiencing how Global Payments has treated me as a customer, I have chosen to terminate my contract with them under the special termination clause and no longer do business after being a long standing customer. In addition, part of the decision to terminate the contract was when I reached out to ********* on June 2nd requesting support with this issue. I was told I would have to wait ***** business days to be able to discuss this matter with anyone. A ********* portfolio manager reached out to me after 7- days to discuss this issue all while I was continuing to incur substantial fees. According to Heartlands Merchant Bill of Rights listed in our contract, this is not the right to a dedicated local service representative or the right to live customer support 24/7.

  
  On June 11th I submitted my notice of termination effective immediately (effective June 11th, 2025) under the special 120-day clause allowing termination due to mid-cycle price increase under no penalty which was explained in the price increase notice. I received an email that said the closing date was moved to next month (to an undisclosed date) without my permission. Based on the contract terms and special 120-day termination clause, the response suggesting closure is being moved to an undisclosed date "next month" is inconsistent with my contractual rights. The special 120-day termination clause notice does not specify needing to wait until the end of the billing cycle for termination or that any notice is required. I asked for my final statement and to pay any outstanding balance from processing that happened in June and I was declined being told to wait until next month. I asked the company to specify the contractual basis for the decision to delay termination until next month when I have exercised my right to termination with an indication effective immediately and still have not received a response or a specified date of account closure even though all processing has been seized on the account and I submitted a termination notice effective immediately. 

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

  

  Business Response

  Date: 06/20/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23441152
  Consumer Name: ******** ******
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  The notice the merchant is referring to states that the merchant can leave without being charged an early termination fee, which can easily be waived by customer support.
  

  This is our final stance and we will not comment on this case any further. 
  

  Best Regards,
  Global Payments - Portfolio Management
  Customer Support Phone Number: ************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23441152
  
  I am rejecting this response because:

  You seem to be not acknowledging many of the parts of my response, so I will break it down into smaller pieces. 

  Youve stated in your earlier BBB response that you have made every effort to refund me. However, that is a misrepresentation of the nature of your offer. A true refund is unconditional and acknowledges either an overcharge, billing error, or contractual breach not something contingent upon signing a new 12-month agreement. What youve actually extended is a goodwill gesture or loyalty credit. A loyalty credit is optional for your company to offer, does not acknowledge the overcharge, and is not the same as a refund. I have made a clear, documented good-faith effort to resolve this matter. I did not decline a refund I declined a conditional loyalty credit. Your use of the term refund to describe this offer can be considered misleading, and may support a broader claim that your company has not acted in good faith. If I was truly offered a refund- please send the refund via deposit to the same bank account you draft my monthly fees from, I will gladly accept an refund. I have demonstrated a good-faith effort to resolve this issue- I am sincerely hoping to resolve this quickly and amicably. 

  Please either:

  Provide a specific explanation of what you mean by effort to refund,"

  OR

  Acknowledge that the term refund was used incorrectly in this context.

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

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair 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 signed up with Heartland/Global Payments in 2021. Everything was great until January 2024. They stopped sending me statements and did not tell me about multiple rate increases and stopped sending me statements. My business did basically the same revenue in 2023 as we did in 2024, but my fees in 2023 went from $17,000 to $33,000 in 2024. This made my business have a net loss and I didn't find out about it until my taxes were done. I called to see if they could offer a resolution, so they were able to offer me a paltry $1500 back "for them not notifying me of rate changes." My rate on my last statement was 8.4%. I'm not sure how these people can live with themselves doing this to hard working business owners and small businesses. This is on top of random monthly charges they never notify you about. The statements aren't detailed either. This is absolute unfiltered greed and no concern for the well-being of their clients.

  

  Business Response

  Date: 06/12/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Customer Information:
  DBA: CAPE FEAR JEWELERS
  MID: ***************
  Owner: ******* *****
  DBA Address:***************************************
  Daytime Phone: ************
  E-mail: *******************************
  
  Dear BBB Customer Relations Advocate,
  
  We appreciate the opportunity to respond to the concerns raised by our merchant regarding the recent fee changes and notification methods. 
  
  Our systems indicate a return to sender status for merchant statements from the postal service, resulting in their suppression. Complete statements are accessible via the MyAccount/infoCentral Portal; records show the merchant has maintained an active login status since 10/2024.
  
  The merchants provided an effective rate of 8.4% incorporating card brand fees along with Heartland fees. As noted on page two of their statement Global Payments does not manage card brand fees.
  
  In March, our client management team offered to return to the original rates of .60% and .10 cents with a loyalty credit of $1500. The merchant indicated that they needed time to consider. In April, we offered a revised rate reduction of .60% and .10 and increased the credit to $3000 contingent on a 1 year agreement. Following the transmission of the necessary paperwork, we received no response until the merchant requested to close the account. 
  
  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 and attempted several times to resolve the request. 

• Initial Complaint

  Date:05/22/2025

  Type:Product 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.

  In March 2025, our small business was charged a $499 Technology Fee by our merchant services provider. This fee was automatically withdrawn from our business bank account without prior invoice or direct notice.After reviewing their February 2025 statement, we found language stating that merchants could object to the Technology Fee and terminate their agreement without penalty by providing written notice within 120 days of the statement that included the fee. We followed those instructions and submitted a written objection and termination well within the timeframe. However, the company refused to refund the $499 feeeven though our cancellation was directly related to the charge, as allowed by their own policy.Additionally, in March 2025, we discovered that total merchant fees deducted from our sales amounted to nearly 10% of our net salesa highly excessive and unsustainable rate for a small business. We raised this concern immediately with the company and explained how such fees were severely impacting our operations.The merchant representative, ***** *****, was dismissive of our concerns and declined to offer any resolution or refund. We believe these actions reflect deceptive billing practices and the exploitation of small businesses through unclear fees and refusal to honor stated policies.We are seeking a refund of the $499 Technology Fee and reporting this conduct as unfair, deceptive, and damaging to small businesses.

  

  Business Response

  Date: 06/05/2025

  Dear BBB Customer Relations Advocate, 
  
  As stated on the bottom of February statement:
  
  YOU MAY SEE A LINE ITEM FOR A ONE-TIME 2025 TECHNOLOGY *** OF $499.00 ON YOUR MARCH 2025 STATEMENT. THE *** WILL APPEAR ON YOUR MERCHANT STATEMENT AS "TECHNOLOGY ***". PLEASE REVIEW YOUR MERCHANT STATEMENT CAREFULLY TO MAKE CERTAIN YOU ARE AWARE OF ANY CHANGES AND CONTACT US WITH ANY QUESTIONS. 
  
  IF YOU OBJECT TO THIS ***, YOU MAY TERMINATE YOUR AGREEMENT WITHOUT PENALTY BY PROVIDING WRITTEN NOTICE IN ACCORDANCE WITH YOUR AGREEMENT WITHIN 120 DAYS OF THE DATE OF THE INVOICE CONTAINING THIS ***. AS A REMINDER, PLEASE NOTE THAT YOU MUST PROVIDE NOTICE OF ANY ERRORS, IMPROPER CHARGES OR OTHER ISSUES WITH YOUR MERCHANT STATEMENT WITHIN 30 DAYS OF THE DATE OF THE MERCHANT STATEMENT 
  
  The statement above doesnt guarantee a refund for the technology fee, this statement is stating that you may cancel your account without penalty if you are unhappy with the technology fee. In our terms and conditions it states that fees are subject to change or new fees could arise with a 30 day notice prior to being charged. I have included the verbiage and the sections in which this is stated in our terms and conditions; see below. 
  
  19.4. The fees for services set forth in this agreement may be adjusted to reflect increases, or new fees imposed by card organizations, including without limitation, interchange, assessments and other card organization fees, or to pass through increases or new fees charged to us by other persons related to the services. All such adjustments shall be your responsibility to pay and shall become effective upon the date any such change or addition is implemented by the applicable card organization or other person as specified in our notice to you. 
  
  19.5. Subject to Section 24.3, we may also increase our fees or add new fees for services for any reason at any time, by notifying you thirty (30) days prior to the effective date of any such change or addition. 
  
  Its important to review the terms and conditions prior to signing your agreement if you did not agree to these terms. Unfortunately, a $499 refund will not be issued as this Technology Fee is a valid fee that you were made aware of prior to it coming into effect. 
  

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  Complaint Against Global Payments Deceptive Billing ********************* Fees I own *************************, a small business in ****. For over 10 years, I used Global Payments for credit card processing.Starting in early 2024, Global Payments began quietly increasing my processing fees through vague, non-specific statement notices. These notices did not clearly disclose the actual financial impact. As a result, my effective processing rate increased from under 4% to *****% by April 2025.For example, in April 2025, my business processed $209,789 in card sales and was charged $24,551 in processing feesan effective rate of *****%.Over the course of these hidden increases, I was overcharged by more than $80,000 compared to a fair market rate. When I raised my concerns, Global Payments admitted the rates were excessive and offered to lower my rate to under 3% going forward. Despite this, they refused to refund the overcharges already taken.I believe this is a clear case of deceptive billing and unfair trade practices. These gradual increases, buried in generic notices, were never properly explained or itemized.Desired Resolution:A refund of overcharged amounts.A review of Global Payments billing transparency.Clear, itemized fee disclosures for all clients.A public record of this complaint to warn other small businesses.Global Payments lack of transparency has caused significant financial harm to my business. I am filing this complaint to seek restitution and prevent further abuse of small business clients.

  

  Business Response

  Date: 06/03/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23335717
  Consumer Name: **** *****
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  We have come to a private resolution with this client to resolve his issue. Consider the matter resolved and closed.

• Initial Complaint

  Date:05/15/2025

  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 more than doubled our rates without us knowing about it. They never confirmed we were notified. After the absurd $1960 upcharge we saw on our account, we stopped using their services. We attempted to contact them for a resolution and to have the charges backdated, and they wouldn't. This should be a crime. They are doing this to other customers too. We want our money back from the increased price rate that we had no idea took effect.

  

  Business Response

  Date: 06/03/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23335406
  Consumer Name: **** York
  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 January 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 update to this accounts processing fees, effective date of March 2025, and details the process for merchants to address any objections.
  

  Furthermore, our client management team has documented conversations with the merchant where an offer for a rate decrease and a loyalty credit for the amount of $1,917.62 was discussed. The merchant did not accept this offer due to the requirement of a contract extension as they were planning on going with another processor. 
  

  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.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23335406
  
  I am rejecting this response because:   We never received the mail they sent. Maybe it got lost during the delivery. But it was never received at our address. The offer they made was a bribe, that had stipulations to it, including a contract to continue doing business with them after they have already lost our trust with negligence and poor customer service to resolve this issue!  The only offer that is acceptable in this situation is for them to return the over charges to us without any bribes or stipulations! We've been a client with them for years now and this is awful treatment!
  
  Sincerely,
  
  **** York

  

  Business Response

  Date: 06/10/2025

  Better Business Bureau Inc.
  Case Number: 23335406
  Customer Name: ***** (****) York
  Customer DBA: One Stop Auto Repair
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have further researched the account and have determined that unfortunately, this is the best we can offer. This refund does come with a term agreement, and the client refused to accept. They have already cancelled their Heartland account.  

  Thank you.
  
  Sincerely,
  **** *****
  Team Lead, Portfolio Management
  ************
  ********************************************

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23335406
  
  I am rejecting this response because: 

  we cancelled our account with Heartland because their treatment of us and many of their other customers is heartless! Even the heartland *** we spoke to on the phone informed us of how many customers are upset about the egregious fees and charges they experienced.  I am not satisfied with their Heartlands continued negligence. Many of their customers, including us, did not know we were paying an unfair price until we saw the bill. As soo. As the outrages bill came in, we called them immediately to have the additional unknown fees removed. ********* was unwilling to remove the fees as a stand alone offer of good customer service. Instead they demanded a new contract with us as a conditional requirement to offer good customer service. That is not good customer service!! It should be a crime to increase someones processing fee exponentially. Those fees are crippling for any business. I will be contacting an attorney next if ********* is unwilling to make this right. And I want this complaint to be publicized.

  
  Sincerely,
  
  **** York

• Initial Complaint

  Date:05/14/2025

  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.

  My name is ***** ********. My business name is Fallbrook ************* Lube business phone number is ************.I signed up with Mainstream Merchant Services on 01/28/2021. My sales *** told me there was no contract and no cancellation fee. **** bought out Mainstream and is the current owner of my merchant services account. My **** says TSYS right on it. I called to close my account and TSYS told me that I am in a never ending, automatically renewing contract. They did not tell me this and they did not send me any letter, email, or any other notification that my contract was auto renewing. After 4 years of doing business with ****, they are now trying to charge me a $350 cancellation fee because of some deceptive auto renewal. Terrible business practice and I refuse to pay this fee. My Merchant ID with TSYS is **************

  

  Business Response

  Date: 05/28/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23329261 
  Consumer Name: ****** ******** (Fallbrook Garage and Qwik) 
  Merchant ID number: **************
  

  Dear BBB Customer Relations Advocate,
  

  The merchant called last May 14, 2025 in order to close their account and was advised that there is a $350.00 early termination fee which the merchant did not agree with. 
  

  We are responding to the merchants complaint as they claim that when they signed up with Mainstream Merchant Services their sales representative advised them and also based on their knowledge that there is no contract needed and there is no cancellation fee. 
  

  Upon further review, we have obtained the signed merchant contract indicating that a $350.00 fee is to be charged if they decide to close the account. We reached out to the merchant, ****** ******** (owner) on May 27, 2025 through the phone number on file **********. We informed him that we have requested the copy of the contract to be sent out on their address, ************************************* to serve as their reference with a turnaround time of 5 business days.

  We have also offered to waive the $350.00. In the event that the merchant is charged despite waiving the fee, we have come to an agreement that he may contact us to request a refund. We will also monitor the account to proactively check on the charges and take action as needed. 
  
  Sincerely,
  Contact Center