Complaints

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

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  Heartland Payment Systems, LLC

  616 N Broadway Ave Oklahoma City, OK 73102

• 

  Heartland Payment Systems, Inc.

  One Heartland Way Jeffersonville, IN 47130

• 

  Heartland Payment Systems

  1401 N Mulberry Ct Nixa, MO 65714-8445

• 

  Heartland Payment Systems, LLC

  307 S Union Ave Roswell, NM 88203-2939

• 

  Heartland Payment Systems, LLC

  5807 91ST Lubbock, TX 79424

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:09/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding my negative experience with Heartland Payment Systems, which has caused both financial and operational issues for my business, The Office Cigar Lounge.
  
  I ended my service with Heartland in November 2024. At that time, I was under the impression that my account was properly closed and no further obligations existed. However, I was later informed by Heartland that there was “another program” still active, which they claimed required a separate cancellation process. This was never made clear to me when I closed my account, nor was I given any guidance by my sales agent or their customer support to ensure that all services were properly terminated.
  
  I believe this constitutes a deceptive and unfair business practice. Heartland’s business model appears to rely on fragmented departments that fail to communicate effectively, leaving customers vulnerable to unnecessary fees and continued charges. Furthermore, the lack of transparency and the false promises of their product and services have only compounded the problem.
  
  In summary:
  
  1. My services were ended in November 2024.
  
  2. Heartland continued billing, citing an undisclosed “separate program” that was not properly canceled. And continued to charge $200 per month.
  
  3. The sales agent and company representatives failed to provide clear guidance or ensure my account was fully closed.
  
  4. These practices are convoluted, misleading, and unfair to small business owners like myself.
  
  I respectfully request that the BBB investigate this matter and assist in holding Heartland accountable for their misleading practices. I also request that any remaining fees assessed after November 2024 be waived and that my account be considered fully closed without penalty.
  
  Thank you for your attention to this matter. I hope this complaint will help prevent other small business owners from experiencing similar frustrations.
  
  Sincerely,
  
  ***** Lassen
  Owner, The Office Cigar Lounge
  ************

  Business Response

  Date: 09/10/2025

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

  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to evaluate this account further. We apologize for the inconvenience and understand the need for this to be addressed as quickly as possible. A refund form has been submitted to Pricing and the merchant will receive a refund for the fees billed of $1295.00. 
  

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

  Sincerely,
  **** ***** *******
  Technical Care Representative III, 
  Escalations Team, Heartland

  Customer Answer

  Date: 09/10/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/20/2025

  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.

  MySchoolBucks is the company Merrimack Valley School District uses to allow parents to autopay on their kids' lunch accounts. They charge $3.50 each time you use a debit/credit account to replenish kids' accounts.
  
  On July 22, 2025 I received an email notifying me of this updated fee and explaining that as of 8/1/2025, the maximum allowable amount that you can add to a lunch account will increase to $150. Recognizing that putting more money on the account at a time will save me from paying extra $3.50 service charges, I attempted to increase my auto pay refill amount to the maximum.
  
  The choices given on the website (and app) for refill included amounts only up to $80. There are 5 boxes with 5 different amounts of money you can add and the instructions say to "pick one." There was no option for adding more than these five options.
  
  I called customer service and the person I spoke with explained that I could edit the $80 amount with my cursor and change it to $150, but that is not obvious on the website AT ALL. It doesn't say it is possible to change those dollar amounts and does not explain that the maximum amount if $150 now. This will cost people money! They will be charged $3.50 per transaction and they will have no way of knowing that they can reduce that fee by adding more than $80 to their account.
  
  On the supporting documents, you will see $150 as my the maximum I am refilling on the autopay, but originally it said $80 and you can see on the website that there are no instructions for how to change the $80 box to a higher number.

  Business Response

  Date: 08/22/2025

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

  Thank you for your inquiry into the above referenced case. The values on the AutoPay set up page are set as the most frequently used options and these are often set with the advice and guidance of the school district. 
  

  We appreciate your feedback though and we have forwarded this feedback to the product team. 
  

  Should Ms. ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided the support contact information below.
  

  Sincerely,
  ****** ******
  Manager, MSB Customer Support 
  *******************************

  Business Response

  Date: 09/02/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ******** *******
  
  Dear BBB Customer Relations Advocate,
  
  Thank you for your inquiry into the above referenced case. The values on the AutoPay set up page are set as the most frequently used options and these are often set with the advice and guidance of the school district. However, the user can enter a different amount in the 'Other' box which is blank and ready for input from the user. The system will then inform the user what the payment constraints are based on the operating model chosen by their district. 
  

  Should Ms. ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided the support contact information below.
  

  Sincerely,
  ****** ******
  Manager, MSB Customer Support 
  *******************************

  Customer Answer

  Date: 09/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response I received contained incorrect information.  Please review the attached document that I submitted with my original complaint.  While there is an "other" button, that button is for determining the threshold at which autopay will replenish your account.  That is not what my concern is.  My concern is that customers are then given 5 boxes with low amounts of money to add to their child's account.  There is NO "other" button in this section of the website and there is NO indication that you can double-click on the final box and add your own amount (up to the new maximum of $150).  In fact, the new maximum was communicated to customers through a separate email, so people would have to recall that email AND call customer service in order to add more than $80 to their child's account since the preset buttons are limited and there are no instructions for how to change them.  

  (Please know that when you look at my screenshot of my children's account, the $150 in the final button was the result of my all to customer service.  It originally said $80 and looked no different than the other 4 options so originally there was no indication that the $80 could be changed to the maximum.)

  Again, I feel this is an unethical business practice that is costing customers more money through the fees we must pay each time money is added to our child's account.  To reduce these fees we need to add more money but the website does not contain information on how to do that. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:08/15/2025

  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.

  Due to my children’s schools no longer offering free lunch and this business being the only way to put money on their account, I went online to add money to my 3 children’s accounts. During the entire process beginning to end it only showed I would be charged $83.50 $80 for my children’s lunch and 3.50 for a processing me. It was all one order even after placing the order and getting confirmation. It was only after my card was charged that they broke up the payment into two parts and charged me 2 processing fees. There was no indication anywhere on their site that I was going to be charge 2 fees for my 1 transaction. I kindly called and asked for 1 fee to be refunded due to the deception and they refused, saying it was after the initial purchase. The charge didn’t show up on my card until a day or 2 after. I’m not rich I want my money back

  Business Response

  Date: 08/18/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  Globalpay.com
  
  Customer Information:
  ********* *******
  **** ***** *** ***
  ************* ** *****
  ******* ****** ***** ********
  E-mail: ****************************
  

  Dear BBB Customer Relations Advocate,
  

  Our records indicate that no account matches the information provided. 
  

  We believe this inquiry originates from a customer interacting with one of our merchants, and therefore, does not directly involve Heartland. Consequently, the customer will need to address this matter with the respective business to facilitate a resolution. 
  

  Thank you.

• Initial Complaint

  Date:07/31/2025

  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 have used Heartland Payment Systems for close to 4 years. They agree to charge me interchange plus 4 cents per transaction. I had a great relationship with them for many years. 9 months ago without contacting me they increased my processing rate to an amount that is completely outside of a reasonable cost for processing credit cards in my market. I have worked with them to get the nearly $50,000 of fees, above what was agreed to, that they have charged me returned to me. Working with them has only cost me additional fees as they have continued to charge the way above market rates. They even refused to match the cost of the new processor that I will be using going forward. Others should be warned that Global Payments/Heartland cannot be trusted. I have been in the restaurant space for 25 years and am very knowledgeable as a CPA about credit card processing. These guys are bad news and not to be trusted.

  Business Response

  Date: 08/04/2025

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

  After reviewing this case it is our determination that we offered Mr. *********** a fair and reasonable offer, which would have reduced his rate from 1.2% and $.14 per transaction to .10% and $.03 per transaction. This would be an estimated savings of approximately $43,120.39 annually based on their last 12 months of processing volume.
  

  Mr. *********** had been paying the rate of 1.2% and $.14 since August of 2024 and our team was not made aware of any concerns until April of 2025. We had advised Mr. *********** of changes to his pricing in advance on page two of his July 2024 statement under the section titled Important Messages, and further down under the header titled “Update to Your Merchant Processing Fees”. It is the responsibility of every business owner to review their statements on a monthly basis and contact us with any questions.
  

  Mr. ************ has been on a month to month agreement since he originally became a customer in 2016. He did not sign a term guaranteeing rates for any length of time, nor do agreement lengths guarantee rates for its duration, as it is within our terms and conditions that we reserve the right to adjust rates at any time.
  

  It is regrettable we could not come to an agreeable solution and that Mr. *********** has decided to move his business elsewhere. We will not be providing a refund of the requested or any amount as the change in his rates were intentional and not in error.
  
  Sincerely,
  Portfolio Management Team
  ************

• Initial Complaint

  Date:07/23/2025

  Type:Order 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 is awful. we have this merchant account for more than 6 years. all of sudden i received a bill for almost $700. and they took this charges automatically from my bank. when i checked my statement it shows $499 as technology fee. I'm not sure what is this and i called the customer service . they want to get back to me that this is the fee they charge for their technology improvement?!! omg why should i pay for their technology improvement. is that not I'm paying almost 4% transaction charges every time i process my card.
  you just come to us and asked us to open an account saying that we are top technology company with most secure for processing credit cards. Then all these technologies came from customers like us and we paid for it. absolutely unacceptable. i cannot pay for their technology , their security and their day today expenses needed to run the business. that's what im paying in the form of monthly fee.
  also the customer service lady saying that oh we can refund 50% of charges if you sign up with 1 year contract. now i came to know that is their tactics to lock the customer with long term agreement. what an illegal tactic? they came up with unauthorized unacceptable fee then when we ask for refund then they say if you need a refund just sign a long term contract?
  i have been with them for 6 years now and and if they are starting these kind of new tricks, its getting shady. i need my refund a full refund ASAP.

  Business Response

  Date: 07/24/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: *** B
  Customer DBA: Hospital Drive Valley Pharmacy
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to evaluate this account further. We apologize for the inconvenience and understand the need for this to be addressed as quickly as possible. We reviewed the account and confirmed the merchant had been charged a Technology Upgrade Fee of $499. We submitted the refund to the pricing team and this will be reflected as statement credit by the end of this month. 
  
  Should the merchant have any additional questions or concerns regarding this issue, please do not hesitate to contact our customer support team directly at 888-963-3600. They are available to assist them further.
  
  Sincerely,
  **** ***** *******
  Technical Care Representative III, 
  Escalations Team, Heartland
  *******************************

  Customer Answer

  Date: 07/24/2025

  Full Name is Anand Bala . im the store supervisor here

  Business Response

  Date: 07/29/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ***** ****
  Customer DBA: Hospital Drive Valley Pharmacy
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for the opportunity to evaluate this account further. We reached out to the merchant and were advised that the refund had been submitted and should be reflected on the account by the end of this month.
  
  Should Mr. **** have any additional questions or concerns regarding this issue, please do not hesitate to contact our customer support team directly at 888-963-3600. They are available to assist them further.
  
  Sincerely,
  **** ***** *******
  Technical Care Representative III, 
  Escalations Team, Heartland
  *******************************
  

• Initial Complaint

  Date:07/08/2025

  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.

  My credit card payment processing company has increased my credit card fees with no written notification of the increased amount. tried to tell me that I had to lock in to a contract with them to lower my rate back down. then they stopped funding my bank account with my credit card payments from my customers now totaling $26,697.54. I've called them several times with a request for a call back and have not received a call back., we operate a small business and they were taking all of my profits.

  Business Response

  Date: 07/11/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ********* ****
  Customer DBA: **** FUEL SERVICE INC
  MID Number: ***************
  
  Dear BBB Customer Relations Advocate,
  
  Thank you for your inquiry into the above-referenced case. We have researched the account and verified that one of our reps contacted the client and sent a new case over to retention for review.

  ********* is no longer processing with Heartland, so we are unable to offer a rate reduction. She is requesting her funds be released from collections.  According to the Collection department, they will have a team member close the merchant's account, and they can also release the excess funds back to the merchant, and she should receive the funds in 1 to 3 business days. They sent the bank file today but they will send it out tomorrow.
  
  Should ********* **** have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  
  Sincerely,
  ******** ****** ******
  ************
  Escalation Support / Advisor

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Heartland for @4 years now and everything was going great. I was processing Credit Cards through them. Well I then looked on my bank statement and my rates JUMPED @300-400% with NO notification. As an example in February I processed at a rate of @3%, My rep told me that she was requesting a "rate adjustment" in which, I was told, I would be refunded $435.00 in my next statement??. I have not see that yet. In April I processed TWICE as much but my rate went to @10%. I called Heartland and my rep said she me she told Heartland, they were raising rates to much. I got a call from Heartland in which I was told I would be issued a credit of $3000.00 if I signed a contract. Tell me why I should trust them now. So in summary where I would normally be charged @ $1200, I was charged @$6600.00. For a small business this is a devastating amount.
  Please let me know if you need bank statements...

  Business Response

  Date: 07/02/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: *** *******
  Customer DBA: THE INN OF ESCALANTE
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above-referenced case. We have researched the account and verified that the merchant received the price increase notification in their February and March statement that the transaction fees will change. The merchant had already received a call from our retention department offering them a much lower rate and a loyalty credit amount of $3000, but the merchant refused to accept the offer. According to retention department notes:
  
  “Informed merchant of lowered rates that took place on 6/11. Merchant is very upset that his rates were raised. I originally tried working with the RM in March to lower this merchants pricing but RM went silent until early June. This merchant said if we don't offer a refund he will leave. I offered a $3,000 ** with a 12 month term and he kept repeating that if I'm not going to offer a refund, then don't offer a refund and he will leave. I explained again that I was offering a $3,000 ** and he said he refused to sign for 12 months, would just switch processors, and abruptly hung up.” 
  
  Should Mr. Mansell have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  

  Sincerely,
  ******** ****** ******
  ************
  Escalation Support / Advisor

  Customer Answer

  Date: 07/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  When I went onto "Gateway" my Rep. Melody stated that she was going to seek a rate reduction, NO mention that my rates were increased.. NO rate increase and by how much was ever discussed either by talking with my Rep or e-mail. She stated to me that she "thought" rates might be going up a little  and she would seek a rate reduction. NO RATE INCREASE "%" was mentioned. After talking with the Heartland people who did the rate increases she stated to me that I would be receiving a refund of @$440(??) and it would be in my next statement. I was never credited with that amount.. NO ONE ever mentioned a 300%-500% rate increase, NEVER!!, or I would have changed immediately. A loyalty "$3000" credit if I signer a contract for 1-year is ridiculous at it's finest especially since I researched processors and EVERYONE, with out exception said no contract needed to be signed. Did I hang up?? You bet I did. Talk about loyalty gone wrong. I am going to file as many complaints as possible as I can see maybe a 1% or 2% increase but from @3% to @12% is totally wrong. I am going to file a complaint with The Consumer Financial Protection Bureau as NO notice of any increase was give and by such a large "%" is totally wrong on all fronts  
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 07/09/2025

  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: *** *******
  Customer DBA: THE INN OF ESCALANTE
  MID Number: ***************
  
  Dear BBB Customer Relations Advocate,
  
  Thank you for your inquiry into the above-referenced case. We have researched the account and verified that the merchant received a refund of $499 for the technology upgrade fee, and it was seen on the statement of June. All changes and increases in the account have been advised to the merchant 2 months before the charges via statement under the important message. The account is not actively processing as per process, we cannot send another request for rate review on the account. 
  
  Should *** ******* have any additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  

  Sincerely,
  ******** ****** ******
  ************
  Escalation Support / Advisor

• Initial Complaint

  Date:06/19/2025

  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.

  We , at garden fresh of Inkster, a grocery store. Hired heartland / pc America for our cash register/ inventory management system. With a service contract. We paid all of the dues for the system. However, after installation, they denied us service, they don’t answer phone calls or dealer ( ****, *****) promise service time and they don’t show up and don’t return phone calls.
  It has caused our business hardship and losses.

  Business Response

  Date: 06/23/2025

  Global Payments, Inc.
  **** ***** ** **
  Atlanta, GA 30326
  
  Better Business Bureau Inc.
  Case Number: ********
  Customer Name: ****** *****
  Customer DBA: ***** ********
  
  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have researched the account and have tried pulling up the account using a different type of method, but it doesn't show any account. We reached out to the cash register team as well and couldn't find any account as it was a dealer support only, which is **** ******* at *** ********. 

  We talked to ****, and he stated that he spoke with Mr. ***** and after they installed the PC America system, they did not like it and decided to switch companies, so **** immediately canceled their account and mentioned that Mr. ***** is no longer paying for licenses and any server. We suggest **** give Mr. ***** a call, which he did after we hung up.
  

  Should Mr. ***** has any additional questions or concerns regarding this issue, we would be happy to further assist. We have provided our contact information below.
  

  Sincerely,
  Escalations Team
  *** ********

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service 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 will not let me cancel my service. I canceled it with them on March and they still bill me every month for a minimum monthly fee. They said the cancelation is in process. It has been in process for 2 months.

  Business Response

  Date: 06/16/2025

  Global Payments, Inc.
  3550 Lenox Rd NE
  Atlanta, GA 30326
  *************
  
  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. I have researched the account and can confirm a close request was submitted on March 28, 2025. I reached out to the attrition department and confirmed that the account is already closed as of June 17, 2025  as a courtesy, we have submitted a refund request amount of $28.70 to cover the May statement charges. 
  

  Should Mr. ****** has additional questions or concerns regarding this issue, we would be happy to further assist. I have provided my contact information below.
  

  Sincerely,
  ******** ****** ******
  1 ************

• Initial Complaint

  Date:06/15/2025

  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 for the last 12 plus months has systemically and purposefully overcharged my company for Credit card processing fees, PCi Compliance fees, Technology upgrade fees and Customer intelligence suite fees. After 8 years of being PCI compliant around 12 months ago i was unable to go through their compliance system and get compliant. I have contacted them on over 7 occasions regarding what the issue is and how to correct it and have been told multiple "solutions" that have never resolved the issue. I most recently was told because we are running their POS software from Digital Dining we are automatically compliant. They have charged my company $159.99 and now $200 every month for over 12 months. Even though we are automatically compliant because we use their POS software they continue to charge the fee. I and my partner have contacted Heartland regarding discontinuing the Customer Intelligence suite that we never signed up for. They have told us both each time that they will discontinue the charge and yet they continue to charge the fee. In April of this year they charged us a $499.00 fee for technology upgrade for their system. I disputed the fee as the contract i signed did not allow for indiscriminate Made up fees. Thier statement was at some point they sent something on the back of a bill stating they where changing the contract and they can now charge for whatever they deem appropriate. They have now raised my transaction processing fees by almost %500 this year. I am now paying over 8.5% in fees for Credit card processing almost Triple what every other processor charges. When i contacted them regarding the raise in processing fees they stated they would lower my fees and refund the money they overcharged and removed from my account in fees if I signed a 3 year contract. At this point i feel as if the company is blackmailing me with my own money to get me to sign a contract they apparently can change at will anyways.

  Business Response

  Date: 06/20/2025

  Better Business Bureau Inc. 
  Case Number: ********
  Customer Name:  **** *******
  Customer DBA:: MONROE GOLD & COUNTRY CLUB 1
  MID Number:  ***************
  

  Dear BBB Customer Relations Advocate,
  

  We have checked the account and confirmed that the refund for Technology Upgrade Fee for $499 has been credited back to their account. However, the refund request for PCI non compliance fee has been denied due to the merchant receiving consistent emails from the PCI department. We already spoke to the merchant to inform him. The retention department offered  a $3,000 loyalty credit but the merchant declined the offer and did not sign the agreement. 
  
  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,
  * ************

  Business Response

  Date: 06/26/2025

  Better Business Bureau Inc. 
  Case Number: ********
  Customer Name: *** *******
  Customer DBA: MONROE GOLD & COUNTRY CLUB 1
  MID Number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We have checked the account and confirmed with the PCI department that the merchant must proactively renew their PCI compliance each year. We confirmed from the PCI department that they are sending a notice to the merchant's email address every month. The refund request for the PCI non-compliance fee has been denied. We also contacted the retention department to provide other options, but according to retentions:
  “This customer is incredibly difficult to work with and unreasonable. We made our offer and they are refusing to sign anything so we are not pursuing this any further."
  

  Here are the CM's final case notes:
  “Spoke with owner Jon *******. He started off very emotional, claiming we're being unethical, forcing him to sign something, and that if his bill isn't lowered by the end of this month he's leaving. I ended the call. After checking with management, there is no action we are taking on this one. We already gave into every demand they had in May, and they said they would return the paperwork which they didn't.”

  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,
  ******** ****** ******
  * ************

  
  

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Heartland payment systems response does not change the facts associated with our dealing with them.  They are correct I am emotional as I have wasted hours and hours on the phone with them to get them to remove fees they make up and add to our bill monthly.  They have repeatedly said they would stop charging these fees and then continued to charge them. They have admitted in our conversations that i called and they agreed to discontinue a Fee but they continue to be charged. They have repeatedly said they would refund fees in the past and they didn't.  They have wasted my time I could be spending better running my business while unscrupulously enriching themselves.  They add excessive fees without prior authorization at any time. $500 technology upgrade fee, $54.99 customer intelligence suite fee, $200 PCI non compliance fee, $25 non Fee program fee, Non EMV program charges, $33.50 Service & Regulatory Mandate, Transaction Fees went from .14 to .69 a 400% increase in a year.   They can change their terms at will with 30 days notice.  Which apparently means they can charge a %400 increase in transaction fees at any time they would like. Industry standard transaction fees are .10 to .15 per transaction let them explain why they are charging us .69.  They have refused to lower the transaction fees unless i sign another contract with them.  Their hope seems to be that your not paying attention or that your not willing to put up the time to fight them on their billing practices. I  would highly suggest anyone who considers doing business with them read their "contract" real close and good luck if you do business with them.  
  
  
  
  Sincerely,
  
  
  
  *** *******