Consumer complaint received 2021-03-17
Company: HEARTLAND PAYMENT SYSTEMS INC
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am a XXXX XXXX. We use XXXX BankCard for Card Processing at our XXXX. On XX/XX/XXXX a client did a chargeback for a transaction processed in person at our location on XX/XX/XXXX. We haven't been notified of the chargeback, but the amount had been Debited from our bank account amount of {$660.00}. 

On XX/XX/XXXX another customer processed a chargeback for parts that were ordered and pay for on XX/XX/XXXX, and picked up from our location on XX/XX/XXXX, in the amount of {$8100.00}. 

In neither cases we were notified about the chargeback. 

In the first case, I have received 3 pieces of mail in XXXX, but because I didn't recognize who " Global Payments '' is- I didn't pay attention to he notice. Later, I found out that Global Payments provide chargeback claim services for XXXX Bankcard. But this is not explained in any of the notices received in XXXX about the first chargeback. 

Now, I found out about the second charge back ( {$8100.00} XXXX based on my XXXX Checking account- I woke up and got a notification from XXXX bank that accont has beed Debited for {$8100.00}. Then I called XXXX  and they provided the phone number to Global Payments, and that's who I got an idea of who is Global Payments. As of today, 8 days later after second customer filed a dispute for chargeback of {$8100.00} I haven't received any notification of a chargeback from neither XXXX nor Global Payments. Global Payments said they have mailed the claim information, but I may receive it later due to the COVID-19. But they already charged back the {$8100.00} from my banking account. 

Further, Global Payments provided me with a XXXX for submitting a response with proper documents. I have registered and tried to upload documents to the file, but the webiste doesn't work. On the website it is saying that XXXX, XX/XX/XXXX is the last day to submit a response for the chargeback. But the website doesn't allow me to respond. Also, If I wouldn't check my bank account, I would not even know about this charge back, and by the time their mail arrive- the claim would be closed. 

I believe this is not fair, maybe even not legal, not to provide customer with a normal timeframe for responding to a chargeback. 
I believe it is not fair not to inform customer about a third party that manages chargeback claims- Global Payments. Because I have only agreement with XXXX. 
I believe it is not fair to deduct money from customer right away, without any notice, and without first giving an opportunity to respond I believe it is not fair to not inform the client about a chargeback. Mail is not a proper form of notice, especially during pandemic. They have my email and my phone. Mailing would be an additional contact option. 
I believe it is not ok to offer a time frame for response that is less than time of mail arrival. 

Also, During my conversation with Global Payments, the agent was laughing and not very professional.

Company response to consumer: Closed with explanation