Consumer complaint received 2026-04-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: HEARTLAND PAYMENT SYSTEMS INC
State: NY

Complaint narrative:
Hello, I am a merchant in XXXX XXXX I signed up with heartland payment systems and processed credit card payments with this company. Heartland payment systems contact info XXXX XXXX XXXX XXXX XXXXXXXX XXXX team : XXXX ( XXXX ) XXXX - they answer the phone and can look up the account and verify the notes that says they would give the refunds, but they don't have the ability to do so. so XXXX is the place to contact. Merchant account number : XXXX I was assigned a type of PCI compliance requirement that was incorrect. It should have been an annual verbal questionnaire, not a full network scan that would take more than a week to do with a lot of issues and tech support did not help most of the time. I didn't even know how to access the other account since the dashboard makes it hard to see both accounts and they do not mail any statements. Only after searching for the other location did I see the other account. And only then was I able to view the invoices and see the charges, so that is why it took me a while to know if there were charges. I did call many times before I noticed and asked if i was being charged any PCI fees, and they did tell me that no I wasnt. But it seems like their computer systems were not showing both accounts either. When i saw the charges, I called, and someone with heartland realized what was going on, changed my PCI compliance requirement and then I was not charged any more for about XXXX months until I closed my account with them. XXXX separate people from heartland verified that I was to get a refund of {$1400.00} and documented that, but never refunded me. When I would log in, I would only see XXXX account. The refund was because I was never supposed to be assigned that PCI account type on setup and Only a one time phone discussion for PCI was enough. Then I closed my account XX/XX/XXXX, and then they charged me a {$490.00} annual fee on XX/XX/XXXX after the account was closed and refused to refund any portion of it. When I would call, I would get people on the other end of the world, that did not have any access to my account information about the refunds. I would email XXXX and they were supposed to help, but did not have access to the notes that said I wasnt supposed to be charged. Total Incorrect PCI non compliance fees fees : {$1400.00} + {$490.00} annual fee. Another issue I had with heartland payments is that their integration with XXXX had a lot of issues, and one time, a payment of {$300.00} went through on the customers end, they even paid the {$300.00} on their credit card bill, and heartland never gave me that {$300.00}. Global payment systems processes the transactions for heartland that processes the transactions for liquid payments. The {$300.00} payment taken on XX/XX/XXXX with a credit card ending in * XXXX and Heartland would not give me this money even though I gave them proof of the customers credit card bill that it happened. I have sent many emails and made many calls but it all seems like I can not get in touch with the right person. I need your help to get in touch with the right people. Sincerely XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation