Heartland Payment Systems Review: Full Breakdown

Heartland Payment Systems is a large merchant account provider headquartered in Oklahoma City. Founded in 1997, the company is  one of the largest payment processors in the United States, with reported annual processing volumes exceeding $80 billion in credit card transactions.

In December 2015, Heartland was acquired for approximately $4.3 billion by Global Payments. In 2019, Global Payments subsequently completed its acquisition of TSYS. Although the companies now operate under the Global Payments corporate structure, Heartland continues to maintain its brand identity in the marketplace.

Heartland offers a wide array of business services but for the purposes of this review, we will primarily cover the following:

• Payment Processing
  • Heartland Payment Systems specializes in payment processing, catering to a range of business sizes from small businesses to large-scale enterprise operations.
• Point of Sale Systems
  • Heartland provides cloud-based point of sale (POS) software that integrates with multiple hardware options. This system includes features for tracking sales and managing inventory.
• Payroll and HR Solutions
  • The company also offers payroll and human resource services. These solutions cover the entire employee lifecycle, from recruitment to retirement.
• Financial Services
  • Heartland’s financial services include options such as surcharging, instant deposits, and billing and invoicing. They also offer gift and loyalty programs as part of their payment processing suite.

Low-to-Moderate Complaint Volume

For a processor of Heartland’s size, the volume of publicly posted complaints appears comparatively low to moderate across major consumer forums and review platforms. A portion of negative feedback references fees that merchants state were not clearly disclosed during the sales process or increases in pricing following account activation.

Customer satisfaction, or lack thereof, frequently appears tied to the specific sales representative involved, suggesting variability in onboarding experiences. Heartland indicates that it assigns dedicated relationship managers to support merchant accounts and improve communication. Additional complaints reference customer service responsiveness and withheld funds, although the circumstances described in such reports vary.

Specific Heartland Payment Systems Reviews from Customers

In addition to sales-related concerns, some merchants report unexpected pricing adjustments without prior notice. At least one lawsuit has been filed alleging contract and disclosure issues. In one publicly posted account, a merchant stated that a sales representative indicated a long-term contract would not apply, but the merchant later reported being informed of a three-year non-cancellable agreement and a $295 early termination fee. The merchant further alleged that documentation provided after the fact did not match their understanding of the agreement. Such claims represent individual accounts and are not independently verified.

Heartland Payment Systems Customer Support Options

Heartland provides multiple customer support channels, including phone-based assistance and online resources. Public feedback regarding support quality is mixed, with some merchants describing positive interactions and others citing challenges related to billing inquiries. Overall service perception appears to vary by account type and support channel.

PaymentPop.com Rating for Heartland Payment Systems

Negative Feedback

I felt this company took advantage of businesses. For us, they charged for a service that was not ever used. Turned out to be thousands of dollars. After trying to give them an opportunity to prove themselves, they failed. This company lost tens of thousands of dollars from my company only to keep a few thousands. I went with another company I found through Costco and we are saving thousands.

Positive Feedback

There are no positive reviews published about Heartland Payment Systems on the PaymentPop website.

Heartland Payment Systems BBB Rating

Heartland Payment Systems is not BBB accredited and has a “B-” rating. The company has been in business for 24 years. It has an average customer review rating of 1.11/5 stars based on 36 customer reviews. There are 104 customer complaints closed in the last 3 years, with 50 complaints closed in the last 12 months. Common themes in the reviews and complaints include issues with billing, customer service, and difficulties in canceling services.

Negative Feedback

They lied repeatedly to me… Forget getting customer service..Been trying to resolve issues for 2 months… No success.

Very difficult to speak to a representative and when you do they are rude. They are expensive. The customer service is terrible. Do not use this company.

Positive Feedback

There are no positive reviews published about Heartland Payment Systems on the BBB website.

Trustpilot Rating for Heartland Payment Systems

Heartland Payment Systems has an average rating of 2.9 out of 5 stars on Trustpilot, based on 5 customer reviews. The company is rated as “Average” in the category. The reviews are mixed, with 20% of the reviews being 5-star and 60% being 1-star.

Negative Feedback

horrible customer service, no response. Website is not user friendly and cannot locate previous paystubs. Their app has clocked me out on 2 separate days while at work.

Heartland “analyzed” my credit card transactions and the rep assured me they would save me thousands of dollars if I switched over to them. Instead, my merchant fee percentage went up and that decision cost me thousands. The last straw was when they imposed an annual “infrastructure fee” without warning or approval. I immediately closed the account and moved to another provider. I have requested a refund of the infamous infrastructure fee and have been told they cannot refund it because the account is closed. (Of course, if the account stayed open, they would not have refunded it either). Don’t touch this company with a ten foot pole.

Positive Feedback

This company has some great rates! I have been with them for almost a year and have no complaints.

Google Maps Rating for Heartland Payment Systems

Heartland Payment Systems has a 2 out of 5 star rating based on 21 user reviews on Google Maps.

Positive Feedback

Local, fast and efficient. Good value for services. Excellent service. Highly recommend for your payroll and admin needs

Negative Feedback

They keep on withdrawing money from my business account and I’m constantly fighting with this company over wrong withdrawal of funds. They will steal your money. Thousands of dollars. It’s a sick company.

GetApp Rating Analysis for Heartland Payment Processing

Heartland Payment Processing has an overall rating of 3.8 out of 5 on GetApp, based on 52 reviews. The software is primarily used in the hospitality sector for payment processing. The rating criteria include value for money, ease of use, features, and customer support. Reviews are mixed, with 27 five-star, 10 four-star, 2 three-star, 2 two-star, and 11 one-star ratings.

Negative Feedback

Zero follow through during the aggressive sales attempt, poor documentation processing, no support. – Review by Chase B.

I finally spoke to [SENSITIVE CONTENT], a Client Manager, who said that there was nothing he could do to reclaim the fees charged to us. Very poor client service. – Review by Barbara A.

Positive Feedback

The people are so friendly and helpful when you need help. The software is very easy to use. – Review by Kris K.

Customer service has been top notch with clarity and ease of communication. The system is easy to use also with payment processing and deposits. – Review by Chase O.

Heartland Payment Systems Pricing

Heartland’s merchant account pricing varies based on business type, processing volume, and the sales channel through which the account is established. According to the company’s standard contract, agreements commonly include a three-year term and a $295 early termination fee, although both provisions may be negotiable. Some merchants report that these terms are waived under certain circumstances.

Heartland markets interchange-plus pricing as its standard model. The company does not advertise an annual PCI Compliance fee, but it does assess a $25 monthly “service and regulatory mandate fee,” which may be waived at the agent’s discretion. Merchants opting for monthly billing instead of daily discounting may incur slightly different rate structures.

Equipment may be leased or purchased outright. Lease agreements that align with the merchant contract term can result in total costs exceeding the retail purchase price of comparable hardware, which is often available for under $500.

Virtual Terminal and Payment Gateway Pricing

Heartland offers a virtual terminal and payment gateway for card-not-present and online transactions. Specific pricing details are not published on the company’s website. As with many e-commerce payment processing solutions, merchants may encounter additional fees such as gateway charges, technical support fees, batch fees, and transaction-based costs.

Fee Increases

Some merchants have reported rate adjustments or additional fees after account activation. In 2018, Heartland acknowledged a pricing increase affecting certain merchants whose contracts had expired and whose processing volume had declined. Additional complaints reference a $299 charge related to upgrading to EMV-compliant terminals. Reported experiences vary by account type and contract status. Merchants comparing alternatives may review providers listed among the low-cost merchant accounts.

Slightly Better Than Average Terms

Heartland’s standard contract terms are generally viewed as more flexible than some traditional long-term processing agreements. However, they may be less favorable than true month-to-month options that do not include early termination fees.

2012 Data Breach Settlement

Following a major data security breach, Heartland agreed to pay $2.4 million as part of a class-action settlement finalized in 2012. The settlement resolved claims related to alleged failures in data security practices and the resulting exposure of cardholder information.

2017 American Express Fee Adjustment Lawsuit

In October 2017, a federal judge preliminarily approved a $2.5 million settlement in a proposed class-action lawsuit. Plaintiffs alleged that Heartland represented in June 2014 that it would charge the same rates for American Express transactions as for Visa and MasterCard, but later implemented an “American Express Fee Adjustment” in October 2014. The lawsuit asserted that the adjustment conflicted with prior statements and contractual commitments. The settlement resolved the dispute without admission of wrongdoing.

2018 Insider Trading Allegations

In July 2018, the U.S. Securities and Exchange Commission filed a civil complaint against former Heartland CEO Robert Carr and Katherine M. Hanratty, alleging insider trading in connection with Heartland’s acquisition by Global Payments. In October 2018, Hanratty agreed to settle the matter by returning certain funds and paying a civil penalty. Public records indicate that litigation involving Carr continued beyond the initial filing.

2018 Employee Lawsuit Over Compensation

In 2018, a Heartland employee filed suit alleging unjust enrichment related to compensation practices. Based on publicly available information, the case status has not been widely reported in subsequent summaries.

2020 School Payment Fee Lawsuit

In 2020, Heartland faced litigation alleging that it retained certain fees associated with school-related payment processing. Plaintiffs asserted that consumers were led to believe the fees would benefit educational institutions, while the processor retained the funds. The case centered on disclosure and fee allocation practices.

2021 Restaurant Fee Class Action

In 2021, a group of restaurants filed a proposed class-action lawsuit alleging that Heartland introduced new or increased fees during the COVID-19 pandemic. Plaintiffs claimed the charges were implemented without adequate notice and imposed financial strain during a period of reduced business activity. The litigation addressed contract interpretation and disclosure practices.

Inside Sales Team

Heartland does not appear to engage in deceptive advertising or rate quoting. Company representatives state that all sales reps are internal W-2 employees who pass background checks. Heartland does not outsource services or use sub-ISOs, resellers, or independent contractors to sell its services.

Early Termination Fee Disclosure Issues

Despite claims of full transparency, the most common complaint in Heartland Payment Systems reviews involves nondisclosure of its $295 early termination fee (ETF). Heartland typically provides two documents at signup: a short “merchant agreement” summarizing rates and terms, and a lengthy “program guide” that includes the ETF deep within its text. Some reviewers claim the fee isn’t clearly stated, though company reps say it appears above the signature line.

Heartland Payment Systems, as a significant player in the credit card processing industry, exhibits a complaint volume that aligns with industry norms for a company of its scale. Nevertheless, recent legal challenges and its acquisition by Global Payments warrant close observation as these developments could impact Heartland’s services and customer satisfaction.