Heartland Payment Systems Reviews & Complaints

Heartland Payment Systems Logo
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How did they treat you?
Pros and Cons
Pros: Cons:
Diverse Range of Products Three-year contract required.
Transparent interchange-plus pricing. High early termination fee ($295/location).
Strong network security features. Contract terms often undisclosed.
No sales gimmicks. Several Lawsuits Over Business Practices


In this review of Heartland Payment Systems, a long-standing U.S. merchant account provider, we'll examine their operations and history. We'll look at the company's evolution and key acquisitions, along with a detailed overview of their services, including payment processing, point-of-sale systems, payroll, and HR solutions. We'll also discuss Heartland's response to a major data security breach and their subsequent implementation of stringent security measures.

You'll gain insights into customer experiences through an analysis of complaints and reviews, and we'll explore the implications of various lawsuits and legal challenges the company has faced. Additionally, we'll scrutinize the company's contract terms, pricing structure, and customer support options, offering a balanced view of the pros and cons of partnering with Heartland. This review will aim to help small business owners decide if Heartland Payment Systems is the right fit for their credit card processing needs.

About Heartland

Heartland is a very large merchant account provider previously headquartered in Edmond, Oklahoma, now in Oklahoma City. The company was founded in 1997 and, according to several reports, it ranks as the fifth-largest payment processor in the United States and processes over $80 billion in credit card transactions annually. Heartland was acquired for $4.3 billion by Global Payments in December 2015, which was in turn followed by Global Payments acquiring TSYS in 2019. It is unclear whether the merged companies intend to absorb the Heartland brand into Global Payments Inc. over time, but for now, Heartland still appears to operate under the Heartland name.

Heartland Payment Systems Homepage

Data Security Breach Issues

The company made national headlines in 2008 when Heartland’s computer systems were infiltrated by a computer hacker named Albert Gonzalez, who subsequently stole the data of more than 130 million credit cards. While this could have spelled doom for such a prominent company, Heartland responded very quickly to repair the damages and prevent future security breaches. Heartland now regularly updates its security systems and, understandably, takes data security very seriously. Additionally, Heartland seems to have a strongly embedded philosophy of educating merchants about payment processing, even going so far as to dedicate an entire website dubbed the “Merchant Bill of Rights” which is more than your average merchant service provider.

Heartland Payment Systems Products and Services

Payment Processing

Heartland Payment Systems is a company specializing in payment processing, catering to a range of business sizes from small enterprises to large-scale operations. Their services encompass various essential business functions:

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, designed to scale with business growth.

Payroll and HR Solutions

The company also offers payroll and human resource services. These solutions cover the entire employee lifecycle, from recruitment to retirement, simplifying various management tasks.

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.

Customer Management

Additionally, Heartland provides customer management tools that help businesses track customer data and manage interactions, enhancing their overall payment processing services.

Heartland Payment Systems Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints 150+
Live Customer Support Yes
Most Common Complaint Hidden Fees
Recent Lawsuits Yes

Low-to-Moderate Complaint Volume

For a processor of Heartland’s size, there are a low-to-moderate number of negative Heartland Payment Systems reviews posted in the normal channels and forums, and only a handful of these complaints accuse the company of being a scam or a ripoff. Nearly all of the negative Heartland reviews mention fees that were not properly disclosed before signup. The individual sales agent a client communicates with appears to be a major factor in determining a business’ future satisfaction with Heartland, so owners are encouraged to work with someone they trust. Heartland even has specific relationship managers to improve this aspect of communication. The remaining negative user reviews generally mention poor customer service and withheld funds, although these are varied in their details and severity.

Specific Heartland Payment Systems Reviews from Customers

Aside from complaints about agents, there are a handful of reports (and at least one lawsuit) from businesses indicating that their fees were suddenly raised without notification. In one particular case, the merchant “told [the sales agent] I would try his company but I would not sign a 3 year contract. [The agent] said no problem.” Later, however, “they told me I signed a 3 year non cancellable contract and I would be charged $295. I asked them to send me a copy of the contract and it was a obvious forgery.”

Heartland Payment Systems Lawsuits and Fines

As part of the above-mentioned data breaches, Heartland was ordered to pay $2.4 million in a class-action settlement in 2012.

In October 2017, a judge preliminarily approved a settlement of $2.5 million in a proposed class-action lawsuit against Heartland. The plaintiffs in the case alleged that Heartland initially told clients in June 2014 that it would charge them the same rates for American Express that it charges for Visa and MasterCard. They further alleged that Heartland proceeded to bill them in October 2014 for an “American Express Fee Adjustment” that contradicted the company’s earlier statement as well as the terms of its contract.

In July 2018, the Securities and Exchange Commission filed a lawsuit against ex-Heartland CEO Robert Carr and his romantic partner, Katherine M. Hanratty, alleging that the pair engaged in insider trading at the time of Heartland Payment Systems’ sale to Global Payments. In October 2018, the lawsuit reached a settlement, requiring Hanratty to disgorge funds and pay a civil penalty. The SEC case against Robert Carr is ongoing.

2018 also saw a Heartland employee sue the company over alleged unjust enrichment. This appears to be ongoing.

In 2020, Heartland was sued for allegedly pocketing fees from parents at a large number of US schools. The fees were thought to be going to the schools themselves.

A further class-action suit was filed against Heartland in 2021 from a group of restaurants that were allegedly charged new and excessive fees during the 2020-21 global pandemic.

Heartland Payment Systems Customer Support Options

Generally speaking, Heartland appears to offer above-average customer service that is somewhat undercut by its billing practices. Heartland offers a variety of support contact options on its website, which is what we expect of top-rated payment processors for customer service.

Heartland Payment Systems Customer Service Numbers

  • (800) 285-0005 – Toll-Free Support and Sales
  • (866) 402-8056 – Heartland Gift
  • (888) 332-4835 – School Solutions

Other Support Options

  • Live chat
  • Support form

Heartland Payment Systems Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Rating 1
Trustpilot Rating 2.9
GetApp Rating 3.8
Our Rating 2.9
Average Rating 2.65

BBB Rating Analysis for Heartland Payment Systems

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 1/5 stars based on 26 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

Total scammers, and frankly seems illegal. Would not take my loan out of deferment at my own request. Instead, they make you mail a physical letter. Tell me how that makes any sense? Call staff is not helpful, they simply read scripts in response to basically any question, and if they go off script they are rude. The fact that as an undergraduate student at the time I didn’t even have a choice for this servicer is a shame. They will not generate a statement, or any documentation, either unless you are in repayment and the system automatically generates one around your due date. It has taken me close to a month just to consolidate my student loans only because of this single servicer as they are making it as complicated as possible to get the information I need. This is likely on purpose so they can earn the interest rather than do the right thing. This company has an ethics problem and should be investigated criminally. Now, instead of getting the payoff said and done, I will have to wait roughly another 20 days. With student loan interest resuming on 9/1, that will be 20 days of interest I have to wrap into my consolidation. – Review from August 24, 2023

I used Heartland for credit card processing until 9/11/23. I cancelled services with them, and I continue to be billed for fees from them. I called in October and then again this month. I confirmed that I cancelled my services and asked them to stop billing me. – Complaint from November 2, 2023

Positive Feedback

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

Trustpilot Rating Analysis 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

After being with them for many many years, I found out that they increased my monthly rate about 1.5 years ago without informing me. That’s really low, and because they take it from the paycheck, this isn’t obvious. They’ve offered to do nothing to give me that money back either. I’m out. – Review from November 3, 2020

Terrible service. Another company that collects money for nothing. Want us to do everything like our time isn’t worth anything. Yet they came to us so why not do your job? You have reps make them work for our money. I’d love to be done with Heartland – Review from August 19, 2021

Positive Feedback

This company has some great rates! I have been with them for almost a year and have no complaints. – Review from December 11, 2022

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 Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties Yes
Monthly & Annual Fees Yes
Processing Rates Interchange-Plus
Equipment Leasing Yes

Heartland Payment Systems Pricing

Pricing of Heartland merchant accounts appears to vary based on a variety of factors including business needs, sales volume, and the agent setting up the account. The company’s standard contract has a 3-year service agreement with a $295 cancellation fee, both of which appear to be negotiable. It also appears that Heartland is willing to waive cancellation and processing fees in numerous circumstances.

Heartland’s website claims that the company offers all of its clients interchange-plus pricing, which is the most transparent pricing model available. The company does not appear to charge an annual PCI Compliance fee but it does charge a $25 monthly “service and regulatory mandate fee.” A representative has stated that agents have the option to not charge this fee. Heartland also adds a few basis points to its rate for merchants who request monthly rather than daily billing.

According to the company’s merchant agreement, businesses can lease or purchase hardware from Heartland. Equipment leases lasting the term of a contract often result in fees exceeding the price of equipment, which can be purchased for under $500.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Heartland Payment Systems also offers other services like their virtual terminal and payment gateway services. However, pricing is not disclosed on either of those services. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.

Fee Increases

Recently, we’ve seen businesses and agents report fee increases and unexpected fees. One former agent claimed that Heartland was planning to raise its rates in February 2018, and a company representative later confirmed this. However, this rate increase only affects clients whose initial three-year contracts have expired and who have seen significant reductions in their sales volume. Multiple businesses also claimed that they were charged $299 without any advance notification because they had not yet upgraded their terminals to be EMV-compatible, which is a sizable fee especially for small businesses. We encourage business owners to check out our list of the providers of the best merchant services.

Slightly Better Than Average Terms

In general, Heartland’s contract terms are better than industry averages but less competitive than a month-to-month contract with no termination fees. If you can add any more details about the company’s pricing, please leave them in the comment section below.

Heartland Payment Systems Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Uses Independent Resellers No
Telemarketing No
Misleading Marketing No
Discloses All Important Terms No

Inside Sales Team

Heartland does not appear to use any deceptive advertising or rate quoting practices. Additionally, representatives of Heartland have stated that all of the company’s sales staff are internal W-2 employees who undergo background checks. Heartland never outsources its products and services to other companies and never uses independent contractors, sub-ISOs, or reseller organizations. This compares favorably to our list of best credit card processors.

Nondisclosure of Early Termination Fee

Although the company claims to go to great lengths to fully disclose its contract terms to clients, the most consistently reported complaint about the company is nondisclosure of its $295 early termination fee (ETF). It appears that Heartland’s standard practice is to provide businesses with two documents at the point of signing. One is a short summary of the pricing and contract length, commonly referred to as a “merchant agreement.” According to some Heartland Payment Systems reviews, this agreement does not clearly mention the early termination fee (ETF), although company representatives state that this fee is disclosed directly above the signature line. The second piece of documentation is a large handbook of user guidelines, often referred to in the industry as a “program guide.” The early termination fee is mentioned somewhere in this larger document.

Some Cause For Concern

We do not consider this disclosure method to be very transparent, although there seems to be some variation among the company’s agents when it comes to verbally disclosing the ETF. The consistency of negative Heartland Payment Systems reviews emerging about nondisclosure of the company’s ETF has prompted us to lower Heartland’s rating in this category to a “B.” If you suspect that Heartland is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.

Our Heartland Payment Systems Review Summary

Our Final Thoughts

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. Despite the challenges it faced following a notable data breach in 2008, Heartland has demonstrated resilience, emerging as a strong proponent of enhanced data security measures and ongoing merchant education. This proactive stance has fortified its reputation in safeguarding merchant interests.

Nevertheless, recent legal challenges have cast a shadow, warranting close observation as these developments could impact Heartland’s standing. A strategic move that could potentially enhance Heartland’s appeal would be to revise its three-year service agreement. Shortening this term, or alternatively, providing all clients with the flexibility to terminate services without incurring penalties, would not only bolster customer satisfaction but also improve its competitive edge in the market. As we continue to track these issues, adjustments to our rating may be necessary to reflect changes in Heartland’s operational and legal landscape.

Location & Ownership

Heartland Payment Systems Inc. is a registered ISO of Wells Fargo Bank, N.A., Concord, CA, and The Bancorp Bank, Philadelphia, PA. The company’s headquarters are located at 616 N Broadway Ave, Oklahoma City, OK. However, the BBB lists 3932 S Boulevard Edmond, OK 73013. Marcus Dean is the CEO of Heartland and Cameron Bready is the president and COO of Global Payments. However, some sites list Vincent Lombardo as CEO.

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Testimonials & Complaints

How Did Heartland Payment Systems Treat You?

194 User Reviews

  • Bucky Paxton

    This company is the worst “employer”. The United States Department Labor really needs to investigate them. They are a multilevel marketing company, exploiting employees contact list. They continue misrepresent their NMI metrics, using change of ownership as new revenue. They portray a company of honesty integrity, fairness and transparency. On paper they get away it with being an “employer” but they treat you like a contractor. Once you are hired, they use their employee contract and “reserve the right” to take deals away from you, despite your time travel and expense without reimbursement. They are fleecing unsuspecting employees, have their favorites, the protect and favor those who continue to breach their own ethics policy, where you are prohibited from monetary deals with their heartland owned partners. They have set up a very competitive infrastructure where certain colleagues are cheating other colleagues or stealing deals or boxing out an colleague because they are paying money to heartland partners to hoard the opportunities. One of the most critical components of this job for sales people is pricing. Their pricing training is conducted in JUST UNDER ONE HOUR sessions, conveniently labeled to WEBINARS so they don’t have to pay for training, They also omit what they don’t want sales people to know, which affects relationships sales people have with the merchant. If you question their policies or situations where you were wronged they fire you. Their turnover is rampant, by design. If you don’t achieve their unrealistic sales goals or become “vested” they keep 100% all of your deals, your money and fire you. Nobody can afford to fight the bohemeth who has masterfully created a one way employment agreement, stripping employees of their right to jury trial and mandating arbitration and to follow New Jersey rule of law. Stay away from this company and do not buy into the recruitment message, they lie.

  • Shelby

    Heartland has been an absolute nightmare to work with. They have only provided me with extra hidden fees during every pay period, Inconsistent communication from reps to customer services. I have never had a worse experience with a business than them. I am continuing to fight regarding excessive and hidden fees as well as minimal effort in trying to retain my business when unhappy. Company has continued to bill me for fees after discontinuing with them for over a month. STAY FAR AWAY and choose any other company.

  • Gisel Teachout

    Johns Floor Covering

    Absolute nightmare. I am not paperless so I go by the paper statement mailed to me. I called to find out why me fees were so high. I found out I had been charged $54.95 a month for an intelligence suite since April 2022 which is online. When I contacted Heartland they said it was on the back of my Feb 22 statement. I did locate it. It is on the bottom of the page in fine print and you need to opt out if you don’t want to be charged. Why not have you opt in if you want it. I am sure there are many businesses that are unaware of being charged for this service. My last statement had the fees higher than the sale. I cancelled and was told I now have to pay a cancellation fee.

  • Gladys

    Peter's Mobile LLC

    This is a horrible company. Do not do business with them. They systematically debited over $11,000 of our money last week and will not get back to me about what authorization they had to do this or how it will get back in my account. The person who did this has notes in their computer advising all agents to refer me to her even though I have asked to speak to a manager in their Risk department multiple times.

  • Laura

    HEARTLAND is the worst! Loads of hidden fees. Zero work on your behalf for chargebacks. 7 days from date of letter to closed for a chargeback. The accountholder that filed it with AMEX has LOADS of lawsuits. Never even bothered to email or call our office to let us know. Said we need to ask for ID’s for online transactions if we want to be safe!!! OMG just dumped their crappy system. Literally the worst. I have a restaurant and work at a law firm, moved to Costco processing and its great. WAAAY less expensive too.

  • Dawn

    Do not use this company. They have not released my funds in almost two weeks and instead of trying to solve them problem I have been told I need to do a bank change which is a ridiculous process. Laura Sanchez and the rest of the department are nothing more than thieves. I had about one good month with them before they started holding my money and will not release it. Maybe after the lawsuit they will hire more experienced and professional staff.

  • Harriet Wigod

    Beware, the Heartland Payment Services business model is to screw over customers with surprise “gotcha” fees and preposterous, completely indefensible price increases until you move to a new provider. Unless you want to be on the edge of your seat every day wondering whether Heartland has surreptitiously doubled your processing fees to 6%, I would stay away. I had been using them for years through a relationship with my bank, with credit card processing fees totalling around 3% of transactions, which everyone knows is a typical rate because the largest providers all widely advertise rates of around 3%. I was completely happy with that arrangement. One day this year, the business relationship between Heartland and my bank changed, they were no longer going to be marketing partners, but I was still a credit card processing customer of Heartland. Heartland immediately begins ratcheting up my fees and rates so that I was paying double, 6% on credit card transactions. Customer service was a waste of time. Obviously I changed providers and am now paying $0.10 + 2.5%.

  • Greg

    Wow, you really drank the coolaid. Heartland has been garbage for years now. A merchant shouldn’t have to ask to have specific fees waived, they shouldn’t be there in the first place. There are plenty of other companies that are also W-2 And don’t buy into the pretend narrative that Heartland is a “direct processor” because that means absolutely nothing, it’s pure marketing. I worked at Heartland for years and now with a different iso and have always been able to demolish Heartlands pricing which generally is horrific. Also no, when your pricing skyrockets, which it will, they will not lower it as high pricing is their business model thanks to global. They can’t keep sales reps to save their lives nor can they keep managers, it’s a constant revolving door of crazy micromanaging and unrealistic expectations.

  • Amber Shemansky

    HATE Heartland! Just switched to STAX Payments. Was threatened that if I wanted a refund on the junk fees like PCI non compliance fees of $125 a month, which we were not notified via email nor notified on the heartland dashboard that they needed anything outside the annual compliance and the quarterly self assessment questionnaire which means they purposely held this information in order to keep charging the highest pci non compliance fee in the Industry!! Average monthly fee is $30! They charge $125. I was told to get a credit of those charges, I’d need to sign another 1 year contract but if I broke my contract one month earlier of the annual period, then not only would I not get the credit if the PCI compliance fees but I’d be charged $395 for breaking the contract prematurely!! It’s BS. Avoid this company!! Moving to Stax where there is no contract, it’s month to month, no hidden fees and is 2.1% verses the 3.4% that heartland is charging in addition to the emv assessment fee, service & regulatory mandate fee, transaction & discount fee for each of the credit card companies PLUS a monthly service fee which was higher than quoted (bait and switch in the contract). On average we have been paying $850-$1000 monthly between rates & fees. F*ing hate slimy companies like this. Avoid like the plague!! Especially the dude Cory.

  • Tony

    Hot Dawg Queen

    This company is a joke. They are nothing but a bunch of liars. I asked right from the front if heartland pos system was all one business. They told us yes then I find out Joe owns the pos system and software, and heartland owns the other part of the buisness and a bank owns the credit card processing. This company is full of liars. I told them I wanted one company to own everything but the credit card processing. They promised there company was this way. I have a problem with the pos system owner Joe which is a total jerk. I call Curt and talk with him and he states Joe owns the software and he has nothing to do with the pos part of there buisness. If you want a company to lie to you this is the perfect choice. If you want a company to tell you the equipment you need instead of what you want, this is the company for you. Thank God I wasn’t stupid enough to let them switch my payroll company. If I would have known I would be working with 4 different companies I would have went with someone else.I would tell everyone to find a different pos company. If you want to be threatened , talked to like a idiot and taken advantage of this is the company you want. else. The equipment they sell you is over priced. Customers Beware!!!!

  • Martha Morrison

    Twin City Laundry

    We have been with Heartland for 3 years. We switched to another POS system because we were using a modified version of the restaurant software and they continued charging us for 6 months AND then slapped with us a $120 cancellation fee because we didn’t dot every i and cross every t in the ink colored that they specified. This is a very unforgiving business practice. Beware! Stay away from Heartland if you are looking for customer service. There are much better POS systems available that are supported with non greedy merchant consumer support.

  • Jay Ziegler

    Ziegler Auction Co. Ltd.

    Not happy with Heartland merchant dispute process. We filed the paper work July 3 for a July 4 deadline ( notice was received July 2). July 6 the say they sent an email asking for more documents ( we never received it). The case is now closed because we did not file everything they needed in time. If they would read the copy of text messages from our buyer they would of understood it was clear the buyer has the items and it was not true that he never bought the items for $412. ( video cameras to prove it) Heartland has a lazzy dispute office, my first lost in 38 years of doing business with cards. They will take my monthly confusing fees but do not work for their merchants. UMPA is much better merchant, I just cant use them on this on line platform.
    On another note I was receiving emails from another company name -not Heartland to do my yearly PCI. I thought it was a scam because it did not have any information about Heartland. Find out months later after being charged a high monthly hidden fee it was a sub- contracted company from heartland and that yes i should of responded. For a company that wants high security they just don’t get my reservation about their emails and my security against email scammers that we receive everyday.

  • Christine Seretis

    Orapax Inc.

    Have been with Heartland for almost 10 yrs and we decide to leave the company and they slap us with a $295 termination fee. Then today they take out another $500. They said they were taking back the credit they gave us because we left. They are a petty company who doesn’t care about their clients.

  • Mark Youngs

    Cheese Movers, Inc

    16 Years with Heartland, sold our business, then we get a $295 “early” termination fee that they will not refund. We sold the business, we are not just switching processors. And, we had been with them for 16 years!!! – Very very poor. Yes, we had the same issues others have had that all of the sudden your rates almost double, then you get the $52 per month customer tracking fee, the PCI fee, or whatever they called it as well as other fees. Some got refunded, some didn’t. They always say something like: we notified you on line 135 of page 14 in the “4 point microscopic font” print of your contract, that you don’t have a copy of since it was done 16 years ago. I’m sure there was no early term fee in my contact from 16 years ago, but they probably jammed it in there on one of their 3-year automatic renewals. They are not the fair and honest Heartland that they were years ago.

  • William Gavin

    3 years ago they were charging us $444 now I find out today they have been charging us $999 a month it went up 50% I can’t find anyone to help me out I am going to get a hold of the CEO and find out what in the world is going on working off people is not a game is our people who are working hard for their money and they are raping us of our fees.

  • Betty Maddocks

    We keep going through processing machines that don’t work and they tell us they are aware of the problem, yet nothing seems to get resolved and we have to pay for new machines each time. The machines tend to freeze periodically, the latest issue is the paper slip says approved, yet the next day it isn’t included in the batch, “oh we are aware of that problem, you need to rerun it the next day”, who has time to check each slip…. then when we try to do a return, it won’t allow it to process. Can’t wait to be rid of them.

    • Joseph Campbell

      So, my question is Heartland any different from others? I hear these complaints and, as a former sales rep have an admittedly skewed interest. My experience was not favorable. While I can’t run to the level “scam” or “con”, I can say that I found them inefficient to incompetent. Its why I left.

      I had a customer for whom, it turned out, they knew our equipment would not work but they kept sending him new ones only to have them fail over and over. When he called customer service, they told him, not kidding, that he had to get a new wireless system. When he told them that would cost at least $5,000, he was told; “Well, that’s what it costs to be in business…” Seriously?

      The amount of very lucrative customers I brought to the table and they simply could not even begin to service blew my mind. I clearly had a blind spot because I wanted to believe they could do what they told me they could and that lured me to the web! It was very weird…BUT, AGAIN, it seems to be the norm in the biz. I have only met one person, The Stett, who seems to exceed her customers expectations over and over….

  • Steffan

    Your business needs a A headache? Heartland is the perfect match for you!!
    The salesman makes no money unless he charges high fees. find someone else.
    New fees pop up out of nowhere… OOOPS was a mistake…. “we will refund you” ya ya refund never arrives… You sure you don’t see the refund in your account? UH?
    Want to spend you valuable time on the phone with your credit card processor? then use heartland

  • Christine Christen

    Just cancelled three business accounts with Heartland Payments (aka Heartless Pirates) they are so appallingly unethical it is unbelievable. I was with them for decades. Used to be good but now they just rip their customers off with PCI fees $125.00 a month on two of the accounts because even though all the accounts are in the same brick and mortar and are tied together at Heartland they are not tied together for compliancy. How convenient! Then there is the marketing scam, $54 dollars a month for something no one ever signed up for they just tacked it on to every ones account and you had to physically call and stop it to get rid of it. And the $33.50 monthly fee for running your cards. Plus their 2% of every card transaction and hundreds of dollars for each machine. Run screaming from the room.

  • Michael J. Landers

    My fees increased over 50% all at once beginning Jan 1st 2021. I’m sure that in the statements (which I like most only look at the bottom line=monthly charges) there was some notification. However, one would expect that as loyal customer for several years, someone might reach out me personally to let me know this was happening. Fee went from .75% to 1.35% overnight.

    Additionally, I have also been getting charged a monthly marketing fee of $54 since Aug 2020. I have never spoken to anyone regarding marketing, nor have I ever signed up for any marketing with Heartland. Of course when I called regarding the shocking increase in my bill, I was told that they would refund the marketing fees (over $400), and that they would reduce my fees to .85%. What about all of the small businesses who have not noticed your unscrupulous practices? Of course Heartland is going to continue what is in effect stealing from them.

    Both of the above are terrible business practices and I would never recommend Heartland. The last few years have difficult for everyone. To have a company you’ve used for several years increase your fees (by over 50%!!) and have them billing you for services you didn’t sign up for is just terrible and throwing salt on the wounds of small business owners. I WOULD NOT RECOMMEND USING HEARTLAND

  • Kristine Sloane

    I recently discovered that Heartland was taking a month fee of $54. out of my checking account on top of the “reg, credit card” fees. This has been for the last 5 months. The company decided to “GIVE” for free to all their users a month’s use of their newest venture to help you build your business with marketing help. After the month is up, if you do not physically terminate it, they automatically take that fee from you as though you consented to the program. There was no question as to how we liked it, did we wish to continue, etc. Admittedly, the notice was in the monthly billing pages…but who reads all that normally? I would go online to my bank’s site at the first of every month to see how much my credit card fees were and deduct that from my checkbook. The written statement from Heartland always came after they had already taken the money out, so I never bothered to read all the pages. I have enough pages to read at work in our dental office. I never asked to try it, I never consented to participate, I never authorized them to withdraw that fee every month as I was unaware of it to begin with. My Fault?? How can a company just decide to give you something and then start charging you because they can…they have all your banking information. Who would think to market your business through your credit card machine company? That’s what my web pages are for, not my visa machine. I have personally signed up for things online to try for a month for free and then if not cancelled, it will continue. BUT, I KNOW that because I signed up to try it. Imagine if every company decided to give clients some new program for free for a month just out of the blue nowhere, and then continue to charge them after that because they did not cancel something they never signed up for? Outrageous! Sneaky! Now, after I lodged a complaint, I received an email that after review, they have decided to credit me back the 5 months. My office has been sold and closed, the account with them closed and the machine off. What am I supposed to do with a $250+ credit?? I asked for that money to be redeposited into my checking account. Will see what happens. Guess I have learned to read everything from every company I ever deal with, regardless of the size of the print or how many pages there are to read just in case they decide to sign me up for something new and wonderful….and then charge me for it.


    ya this company is a joke what ripp offs. look at your bills close they are charging for stuff that they can’t even explain. found out that I have been being charged for a noncompliant fee when I was indeed in compliance. over 1500.00 before I found out now trying to get the money back is like having teeth pulled. there are several add-on charges that they can’t even explain. this is fraud. o and

    blake petreson outside salesperson is a liar and a thief. went underground now that the company is doing so much elegal conduct. try to call and talk with a rep, good luck getting anywhere with that

  • Teri

    Heartland now charges $33.50 a month. TSYS and Heartland merged under Global. They are not small merchant friendly and their program for merchants that do less than 50,000. a year in processing is 2.9% and 35 cents. They also pay the $33.50 on top of that. You will want to shop them if you are given a quote as their rates are usually much higher than the competition. The “plus” part of the Interchange plus is usually .70% and higher as their sales people are 100% commission and have to charge a higher fee to make any money. Use caution

  • Benny Haas

    Garbage company, got off the phone with customer service and was told that covid has really effected the company’s bottom line and that they are sorry that they did not have the staffing to let us know we could apply to have our monthly fee’s waived. Our businesses has been closed and has not had a single credit card transaction in 6 months.

  • Jose Rivero

    Simply disappointed. After more than five years with Heartland, our volunteer-run community non-profit with a 50k budget gets hit with a $625 PCI non-compliance fee and their reps won’t even consider mercy.

    It seems like a perfect storm lead to this extraordinary and disproportionate fee. Our account no longer had an assigned manager, the email address on the account was not current and many of our members are considered high risk for Covid, so we have been meeting virtually and only collecting mail from our PO box on a limited basis. I realized what was going when reviewing our mail and immediately corrected the wrong information and completed the needed survey.

    Our processing machine has been locked up without any transactions for many months, so I think it’s reasonable to conclude that our delaying completion of the PCI survey did not result in any additional risk and exposure for Heartland.

    This situation seems like a perfect opportunity to align action with the words in their 2020 Global Responsibility Report? Those $’s were intended to support our community’s children and seniors :(

  • David Ross

    Its interesting to me to “hear” the complaints here. The Termination Fee is waived at the clients Request, but you have to ask and you shall receive, because they don’t want to further irritate and irritated client and keep a chance to win them back in the future.

    The 3 year contract? That is for the client not Heartland. It locks in pricing for 3 years as opposed to the typically twice a year increases of the vast majority of “processors” or the really low teaser rates that I have found usually go up in 60-90 days.

    As far as non-compliance fees? Simple answer is stay in compliance. Heartland is one of only 5 Tier 1 Processors meaning they actually have relationships with the actual card issuers and actually process. The other “3,000” processors are, well, not…you simply pay them so they can pay the Tier 1’s and, of the 5 Tier 1’s….Heartland is the only one who’s salespeople actually work for Heartland and their compensation is designed in such a way that the only way they do well is for the client to do well as opposed to “sell, take a commission and be gone”…ask yourself; “When was the last time you actually talked to the person who sold you let alone the last time they helped you with anything?” A questions worth asking. Literally, the rest of the industry is populated with sales people who just sell and really have no incentive to care…..I mean Costco is a reseller of payment processing…seriously? Payment Processing and a $1.50 hot dog and drink….such expertise.

    Yes, I did my homework before choosing to become part of the Heartland world and it has been a great experience. I love to partner with professionals who not only don’t mind push back but encourage it…challenge Heartland and you will get great things.

    Online complaints are rarely fully accurate….so, take it with a grain of salt and do your due diligence. Not saying work with Heartland but, in my opinion, you could do much worse….I know of a “processor” whose monthly statement included both a PCI Compliance AND PCI Non Compliance fee……on the same statement. How can you be both.

    Someone told me; “Shame on me. I will have to start looking more closely at my statements.” My reply was; “Pick a processor for whom character, integrity and principle are foundational tenets and not punchlines to make a sale and you won’t have to…”

    That has been my experience with Heartland.

    • Phillip CPO

      Sorry David, but the three year contract is definitely not in the clients favor. If Heartland wouldn’t raise its rates like most processors do, there would be no need to “lock in” rates. Cancellation fees exist to keep the client from switching. None of the processors in my top picks have them because they clearly are not necessary.

    • Matthew

      It is very clear you are a student of heartland. I spent 4 years with the company as a blue Diamond rep and watched this company change over and over. Phillip is right, the contract is not in favor of the client. The rate lock is a joke as well. It tells clients that after 3 years they can expect a rate increase. I had to deal with a lot of clients who’s rates increased after terms were up and the pricing team said sorry it is what it is. The iso is what you are coached to sell against, and any other of the big 5 you speak of. You mentioned Costco as a bad thing but if you look at the statements from elevon you would see most accounts were at 40-50 basis points and not overly priced. It was up to you the professional to sell the customer another solution to make more money like payroll so you could undercut the competitor rate. I could go on and on about this but factually, Heartland is becoming what they sold against years ago.

  • Jill Nystrom

    i did business with this company and eventually found that i was being ripped off with their “non” compliant BS!!
    If you do business with them..i would get out..most other companies help you with this not charge you $125 a month non compliance BS !!


    I called to inquire about cancellation. I wasn’t aware I was in a three year contract. The customer service woman asks me questions then tells me my fee will be 300.00… and my contract expires in 3 weeks.. I told her that I want to cancel the cancellation of the contract and wait the three weeks.. She says.. “too late I have already sent the request” WOW!!!

  • Tim Berry

    This place is full of clowns !!!!!! As most places do, this place will tell you anything to sign up with them even slide in the 36 month contract. Promised me services they didnt even offer then after canceling they charged me almost $300 in fees $125 for not taking their survey even with me having emails from their salesman telling me all the empty promises. SAY CLEAR !!!!!!!!!!! . Save your time and money for another company.

  • Reeva Luecke

    Do not use Heartland. They charged my businesses over $800 each for non compliant fees. When I inquired they said they had emailed me numerous times and it’s my fault I did not do the non compliant questionaire. I said I never rec’d the email. On further investigation they never gave my email to the third party who is doing the non compliance process. They said too bad we notified you on page 2 of merchant statement. That does me no good if you notify me, but when I ask how to resolve you say you emailed me. And when I say you didn’t email me they say that’s your fault if we don’t have the correct email. I said you do have correct email, you never gave my email to the third party company to contact me. They say oh well, read page 2 where we notified you. They also had someone else’s email on my other business account. When I asked them to look into this they said they got the email address for me. I said no you didn’t, I don’t even know what email that is so can you please look into the security of my account? Who are you emailing my business information too? The lady said you. I said oh my, that is not my email. How can I get this account straight? She said she can escalate it which will take 7-10 business days to return my call. When I asked for my money back they said no. There are so many options out there today, why hassle with this company?

      • Mark Smith

        The is price gauging on the PIC Compliance. $800, that is a pier profit and Heartland knows it but they will not admit it. you as a sales rep know it too because you are commissioned base only. Do the right thing if you know what that is.

      • Matthew

        Again another example of the brainwashing of heartland rates and fees.
        $125 a month is among if not the highest in the industry. It’s a insane monthly fee that they profit greatly on and they snuck into page 2. We as reps know that people do not look at their statements and after all the heartland warm and fuzzy that you sold them on, why would they? It was a dishonest practice and still is. Same goes with the 54.95 marketing fee they auto attached without customers saying yes to. But hey it’s ok because they could opt out if they looked at their statement the month they mentioned it.
        Bottom line is that a merchant should be able to trust their processor. As processors attach new fees and junk the trust goes away.
        Heartland will always pin everything on the client and make sure heartland gets paid above all.


    I think that ppl out needs to know that if you have any CHARGEBACK , there will be no chance for you to dispute do to careless Heartland ppl in that department , they will leave you no time to respond or reach to you making sure you received msg, today I had to deal with 2 ppl Rhonda and Kris , both no help and totally did not help at all, looks like they just hate even talking, not say doing anything to help , the fact that they did not care to reach to me and gave me chance to dispute chargeback for service received by person disputing ( $340.00), they help system which aloud ppl to leave , disputing charges after receive svc. Thankfully In this company all are not like this and Miles , from sales did all he can to help and respond to mine emails and questions even was not his department. Thank you Miles , but hope that someone in Heartland will question what for you pay Rhonda and Kris in this case ? they did not reach to customer and help ? I care for each customer opinion , hope you to .

  • Wesley Tucker

    We were forced to switch from Heartland to First Data in the last couple of months due to a change in our POS hardware.

    After working with First Data for a couple months, I feel a little spoiled by Heartland.

    Heartlands InfoCentral website is far superior. The site has all data real time, whereas First Data I have to wait 1-2 days after a batch is submitted to even be able to see it.

    Also, Heartland funds transactions a day earlier than first data and would refund chargebacks within 2-3 days. I am being told by First Data that it can take 30 days.

  • Laurie Berthiaume

    BEWARE of this company, I was charged 500.00 in NON- Compliance charges because Heartland sneaks the notification on the backside of your statement and had the wrong e-mail on file and where this is something you do ONCE a year it can get forgotten, and they set their own fee price at 125.00 per month you are non-compliant, highway robbery!!!!!!!! Most companies charge 20-30 a month

    This post will help: Find and Eliminate Hidden Fees From Your Monthly Bill


  • Masoud Athari

    Salesman lies to sign you up. Customer care and account manager pretend they care. Took them 2 months get back to me with fees I was getting charged and been waiting for 2 weeks to get answer from Ryan account manager to resolve my problem. By the way I never sign nor got hard copy of my co tract with fees and rates !
    Going back to capital one bank same rate no hidden fee no contract.

    This post will help: Find and Eliminate Hidden Fees From Your Monthly Bill


  • troy d bowman

    There customer service has gone to crap over the last few years. Having been with Heartland for about 5 years, the only seeming answer is a decline in their training, lower competence in their staff selections, or the phone contact people just lie. I received a bad reader, for which I paid, and it did not work properly. I contacted the service center and the rep told me it was my phone which has always worked with the system. I called back today and was told I couldn’t get one after July 1st, which is today, and that I would need to buy a different one without compensation for the broken one I had just paid for.
    Beware, once a very good company but not so much anymore.
    Doug Bowman

    This post will help: Best Payment Processors for Great Customer Service


  • ludmila bader

    On June 1st was charged for non compliance fee because I comply on May 16 instead of May 1 but I got form on May 16 and when I called them on June 20 they said they never got it but I have certificate and Support group said that I complied. So far I was charged 250.00
    dollars for April and May and it looks like I am not going to get refund and they probably will charge next month too and give me another story.
    Sad, because they used to be good, not anymore rates went way up and additional fees are appeared on the statement. After 10 years time to say goodbye.

    This post will help: Cancelling a Merchant Account Without Paying a Fee


  • Larry Hall

    Need to updated your review on Heartland, they just started charging $125/month PCI compliance Fee. As a small business owner that had 3 stores with standalone CC machines….and working software security for 30 years in Dod, FBI, CIA… the questions are a joke. 95% of the questionnaire should be filled out by Heartland. I don’t have access to any of the hardware on their standalone hardware. I have no idea how cryptic the credit card info is sent over net.

    This post will help: PCI Compliance Myths and Misunderstandings


  • Marc

    When was the customer billing interface created, 1985? This is the clunkiest, most confusing interface for online bill pay that I have encountered in quite some time! Not the least being requiring Flashplay to run? Really? Password recovery option only operates correctly on a whim, etc., etc. I have begged my insurance company to find a new processor!

    This post will help: Best Merchant Accounts for Sending Online Invoices


  • Howard A Beck

    My personal experience is Felicia our salesperson is wonderful at selling. The issue is we have not been able to get our merchant money from them. We are over a week without our funding. We have sold merchandise and people have left with their products, the issue is Heartland telling us day after day we will see our money the next day well a week later and not a dime.They are a bunch of liars…. We have lost merchandise and valuable staff time calling Heartland everyday only to be told we will be funded the next day. hmm I wonder what the next day means to them

  • Cheryl D Poole

    Transparency?? Not a chance!! I have been fighting for months to get fees back from Heartland that was charged to me to no avail. The salesperson was Linda and Maile Beveridge. They both told me that I would not be charged but here I am over $800.00 in fees that I wasn’t supposed to be charged. Heartland LIES!!! I have emails where Maile has tried to fix this but Heartland will not credit this back!! HIGHLY DISAPPOINTED!! Do NOT trust them with you business!!!

    This post will help: Budget-Friendly Merchant Accounts

    – Phillip

  • e

    Heartland has been a terrible experience for us. They send out sly sales reps who make promises that the company does not keep. They have huge fees, they will not save you money and their customer service is terrible. They are supposed to be working for the merchants but they are not doing that at all. Any time I called to dispute anything I was talked to rudely, even hung up on when I asked to speak to a supervisor. do not sign up with them. On top of all of that if you are not happy with them they don’t care but if you cancel you have to pay them an early termination fee of $295. yep that is correct $295 even if you are cancelling because of them and their bad business. I guess that’s the only way they can keep you there or take more of your hard earned money.

    This post will help: Top-Rated Payment Processors for Great Customer Service

    – Phillip

  • Jenny

    Tech support for this specific program is all but non-existent. Should you need help logging or changing your password you will find it a difficult process without aid. Heartland as a corporate entity is grossly unorganized, constantly changing their business structure and unable to provide a competitive and efficient product in whatever market they decide to enter. Expect weeks of delay in getting an answer on vital inquiries- should anyone decide to answer at all. Do not recommend.

    From The Editor
    This Post Might Help: Best Merchant Accounts for Great Customer Service


    We were with this company for Years- Then without warning we had a Huge Rate increase! No notification as required! Contacted my sales rep who put me off for two months and finally put me in contact with Russell and told me the company had switched hands!. Russell was not nice as I was used to in the past with this company. He eventually did discount the fees a little because we had sent them customers and had been with them for so long. And tried to get me to sign a new contract – Thank goodness I did not and went to a new company because I have heard it has gotten a lot worse there!

    From The Editor
    This Post Might Help: New Fees From Heartland

  • Dan W

    Beautiful company to work with.
    Saved me from a horrible reseller who promised me the world, then completely botched on every promise. Now I have been with them for years. Customer service and reps are all phenomenal. Truly a great company to be associated with. Card and payroll products are leaps and bounds above the competition. Give them an A++

  • Dale Howard

    After 13 years with Heartland – they turned into a criminal company. In the middle of the night raised our rates almost 300%. $14,000 later we are switching companies. They use to be a good company – NOW BEWARE!. I understand they got bought out a year ago – the new company is unethical and criminal. They will suck you in and then raise your rate. Their equipment (we spent thousands) if they program it a certain way can not be used by other processors – so our 2 year old equipment is going to cost us $7000 to replace. Their sales reps would just soon lie to you, disguise what they are doing with smoke and mirrors, and have no problem stealing form their grandma. Be careful of the contract you sign it is evil! Hugh penalties for cancelling even though they raise your rates almost 300%.

    From The Editor
    This Post Might Help: January 2018 Update: New Fees from Heartland

  • Chris

    Wouldn’t give them 1 star but can’t choose 0 stars. The company is all about #’s and not customer service or helping out customers/businesses. We’ve had 5 people in the past month use stolen credit cards for our products. Heartland shut down our account because it is too risky. We were at risk of shipping out products and then the stolen card doing a chargeback. Heartland did not care at all that they were stolen cards, or the fact that every chargeback that was open, we disputed and won. They don’t care if someone does a chargeback for no reason and they are in the wrong. 20 people could do a chargeback for no reason and you could win all 20 cases, but Heartland could care less.

  • Card guy

    Be aware come Feb Heartland will be increasing their fees on their smaller merchant base. It was only a matter of time until they finally hit their customers with rate increases and its coming so keep your eyes on your statements as it will be announced there.

      • Card guy

        What do you mean by combat? Bottom line is the company that’s always pointed their fingers at everyone else about rate increases and has praised themselves as as being a company that never does that…. has now done that and will most likely continue doing that.

        • Kellie B.

          The fee increase only effects those customers who are no longer in contract and have been at the same rate for many, many years. It also only applies to those businesses who are doing significantly less volume from when we initially signed them. Every industry at some point and time have rate increases due to the economy and the price of doing business. Most of our competitors raise their rates within 6 months of signing. Heartland has always honored your rate while you are in your contract with them and beyond. Your price is locked in for the full 36 months but after that you could be subject to review. I explain this to every one of my clients!

          • Chad

            For years and years the Heartland story was always that they don’t raise their profit on accounts….period. When the economy took a dump and Merchants needed our help the most Heartland had large increases on many of them even though they weren’t losing money on many of these accounts they just weren’t making as much money as they wanted. Heartland always has a way to justify increases and they’ve done it for years. The bottom line is don’t pretend to be the knight in shining armor while pointing the finger at everyone else and then do those same things you judged others for. Just because you try to wrap increases in a nice neat package doesn’t mean you’re not doing the same thing you judged others for.

  • Chuck

    I have been with them 15 years and they have gone from the best to the worst. They are now on par with Comcast for customer service. If you own a small business look for a better company to do business with. Long term you will be glad you did. I am sure I will end my relationship with them within the year both brick and mortar and online

  • Matt ideus

    Company is one big schister!! Hit most of us users with a bogus 299 fee today. Not 2.99 yup 299.00 fee. The reason was that we were supposed to get new reader that read chips. The hardware they provided to date was all we knew that we needed. Dont remember the last time they deposited the next business day either. My thought is company is broke and needing to do something soooo stupid as to run off that much business. Wouldnt allow them to move any money of mine. As was consensus amonst several otherr small businesses in my area. Supposedly there was something in one of my previous bills. Myself and 6 other business owners have no idea where. Would deffinately not do anything with this company!

    • Bob Treece

      I was charged the same fee which is not mentioned in my contract. I was also charged back nearly $1000 on a credit card that they approved. It was not a chip card but because I didn’t have a chip reader I was charged back. I have been dith Heattland for several years and their fees continue to increase. I am shopping for a new processor. Stay away from Heartland. BEWARE THEY WILL DRAIN YOUR ACCOUNT WITH NO WARNING!!!!!!!

    • deb

      Same problem here. I am contacting Attorney general for our state as I think they should have notified us of this illegal, unauthorized charge/removel of funds from our account before doing so by registered mail. Sales agent told us they would refund our money IF we bought the new machine from them–if we bought a machine from someone else, they would not refund the money. Smells bad to me……

    • Gary Yu

      I cancelled service since Nov 01, 2017 and they still charged me until Feb 2018 when I call back. Once my service has been cancelled, they slap me a $295.00 early termination fee which I stated no contract when sign up.

      This is the second time I have tried Heartland and will not use them again in the future.

  • Keith

    I spoke w a supervisor at Heartland and point blank asked them why they didn’t have a PCI charge on their billing. They danced around the question but finally I asked it this way “If your merchant has a breach and are not compliant are you going to cover their fines”??? There was silence and a “NO”. There ain’t no free lunches folks. PCI is mandated industry wide so if you believe you have the “option” then I’ve got some prime real estate in the swamps of FL to sell you

  • Jeannette

    I began using Hearland about 4 months ago. The payment processor that attaches to my iPhone has a defect. Even after I asked for a new charger, the problem continued. It charges my clients each time I swipe it and it does not go to the signature page. Even though they only sign for example $150.00 they may really be charged as much as $600.00 or more dollars. I asked Heartland to cancel my account and to stop taking money out of my account, they have continued to charge me. Be very careful of this company!!

  • Former Relationship Manager

    I worked for Heartland for over 5.5 years. I learned the hard way they are all smoke and mirrors. They started increasing customer monthly fees and swipe fees on some POS software in April 2017. I left in May 2017 and everything they promised when hired I found was also a lie. You are not building lifetime residuals. I priced business owners as low as I could because I wanted to keep them. I always said I depended on every business in my portfolio to make a paycheck and I truly did. In less than 2 weeks they have stolen from my commissions over $1700 and taken away over $3600 in residuals I have earned. I am hurt and ashamed at how much I trusted them. The Heart left Heartland when Bob Carr left. Shame on them and all those in management who are relishing in their power. The truth will come out.

    • Former Relationship Manager

      Heartland is managed my TYRANTS. I never get a respond from upper management. The payment structure is a ponzi scheme where your VP, DM, and TM all make money on your sales and take part of your commission. When you close a new account upper management bombards you with texts, emails, and phone calls asking you when they will activate so they can be paid. They upper managers I corresponded with are all self-absorbed and egomaniacs. At the end of a month they text you around the clock who closed what which is very demeaning especially when you are struggling. Heartland makes their sales reps, who don;t have any base pay, order site inspections at the reps expense. I notice Robert Carr opened an identical company, Beyond, Inc and many “honest” employees have jumped ship to work for Beyond. I heard Heartland refused to pay any vested employee their life-time residuals. Do you trust Heartland?

      • Scott Wedemeyer

        What region/division were you in? Being with Heartland for under 6 years, you must have received the training focused on NOT selling on price. More clients have left the Heartland portfolio that were priced at the bottom of GMO than if they were priced fairly and correctly to begin with.

  • Jeff Meh

    IMPORTANT: READ THE SMALL PRINT!! I was with Heartland for a couple of years and was overall happy with their pricing and services. I recently found another provider with better rates so I switched. Only then did I find out THERE IS A $199 TERMINATION FEE FOR THEIR ACH SERVICES!!!

    I was going to protest but when I pulled out the contract, there it was – tiny print of course:

    ” TERMINATION: “…Merchant may terminate this Agreement after one (1) year and thereafter upon sixty (60) days written notice to SPS-EFT. There will be a termination charge ($199.00) for terminating services.”

    Admittedly it’s my fault that I didn’t read the fine print, but what a ridiculous fee (I’m sure they assume that nobody reads the agreements, so they can get away with it!!).

    So just let the buyer beware if you choose to use this service!

  • John Engelbert

    I’m actually glad that Heartland was reviewed here. I have worked for Heartland for over two years and am building a career here. When I interviewed, working for a company with integrity and high customer satisfaction was paramount for me accepting the position. As for the aforementioned early termination fee, this seems to be a sticking point from our score being an A+ rather than an A. I can live with that, because I will personally vouch for why I think it’s a fair deal. After you hear my explanation, there is no reason we don’t deserve the A+.

    When I enroll a merchant the pricing is almost always lower. I even offer to waive a three-year contract. All Heartland reps can do so. However, there are exceptions, and rightfully so. In many cases the RM (sales rep) will reach into his own pocket to purchase a terminal for the merchant. In doing so the three-year agreement ensures that the merchant is honoring my gift by fulfilling the agreement. It should be noted that Heartland will typically waive the fee if a business closes or is sold. We furthermore do not raise our share of processing rates- basis points, discount rate, transaction fee, nor settlement, for those three years. Now that is more than fair. I can’t see anything egregious about these terms anymore than a cell phone contract. With this dude, as with Heartland, Fairness and transparency abide. It’s about building and maintaining relationships by giving fair pricing, fair terms, excellent service, and clarity on our statements.

    We also offer unique solutions for many of the industry’s complex software and POS systems. And there are many. I’m proud to work for Heartland, and most merchants give us high scores. In fact, when interviewed nearly 50% of those who leave us would return to heartland. Sure, like any organization there is an occasional rogue representative, but they don’t last. Heartland asks that our character and values reflect their own. I rely on those positive customer referrals too!

    • Kar Campbell

      John, your complaint about the early termination fee is null.

      You as the RM decides of the merchant is assessed with this fee.

      When you set the deal up in Atlas, YOU set if its month to month or 1-3 years.

      That’s right, you want the signing bonus upfront. I take the 30% residual over the life with no upfront. Its your greed that causes these complaints.

  • jay bhakta

    heartland payroll is the worse service ever. Do yourself a favor. Stay away from this service. I signed up with no contract and then when I wanted to cancel it the said it is three year contract and there is cancellation fee of $295. They got the worst service too. Every moth we have to call them to make a payroll instead of they calling us for the payroll. However, their charges are ridiculously high. Closed the business account because of this issue, and believe it or not, one of the worst service mentioning again. When calling them with the same issues, over and over again, the customer service has no idea what they are doing. Saying that, I can’t stand this company. this service is the worst company to use ..everything they offer is a lie they have many hidden fees. they provide no contract it is all done with a individual on a tiny tablet electronically so i not recommend this company to anyone. Terrible experience. Early termination fee was not mentioned. Heartland has reps that will do or tell you anything to get you signed up. After you have CC processing in place you soon learn they are very noncompetitive and unresponsive to concerns. and hit me a charge of $299 after I cancelled

  • John Kim

    This company will lie about ETF and monthly minimums… they used to be honest but now sends out lying sales people and even over phone lie as well about fees. never use this company business owners!

    • Wendy

      John is right- I met many merchants who said they’d take cash before ever returning to do business with Heartless! The Relationship Managers have a huge amount of pressure to sell, sell, sell. Servicing the merchant is discouraged by the management, especially the DM’s and VP’s of sales. The company is competing with Wells Fargo for churn and burn, hammering and setting unbelievable quotas. RM’s are required to be “employees” so the managers can have expectations of you and your time that would otherwise be illegal. Requirements to set a certain number of appts weekly (only first time appts count!), enter appts (FTAS) into a database, divulge your pipeline monthly, write business plans like a kindergartener while in direct competition with your Territory manager who will then beat you to your appts!! In the beginning the training you receive is sales 101 not the important things you need to succeed. Your TM will promise to go on 20 appts (in reality they may do 2-3), if they have been trained incorrectly you will in turn be giving the wrong information to merchants! One merchant would’ve been charged $16,000 more because neither the DM or TM knew how to price! The woman would’ve lost her job! If this stops one person to look before you leap, Heartland is not what it portrays itself as!! It’s referred to as Heartless for many reasons….

      • Brad

        John, Wendy – sorry you feel this way. I have been a sales rep for Heartland for 12 years and I also have had a bad TM. My first TM took my first 5 accounts and signed them for himself. This may be true about your experiences but don’t judge a TM against Heartland. There are many promises to employ people in this industry – most are the promise of making large amounts of money! I have stayed with Heartland because the company is honest, full disclosure, has the best interests of their customers in mind. Most of the negative posts on this page are from former sales reps that are upset about personal experiences and blame Heartland or they are real customers who have encountered a bad sales rep that mislead them with false information. I hope you can find the correct position for you.

      • Kellie B

        I am sorry to hear about your experience with Heartland. I was lucky enough to have a great TM and DM. I am now a TM myself and take very good care of my RM’s on my team. We are expected to do $6,000 in margin per month and I can get that in a 35-40 hour work week! We are expected to set 5 FTA’s per week which is only 1 appointment per day. How in the world do you think this is asking too much of a sales rep? I don’t care what industry or company you are with…everyone has goals and expectations of their sales force. That’s how a business is successful and promotes growth.
        I tell my DM every day what I am doing and where I am at in my sales just so he knows..not because I am forced to. It’s called communication. I wish you the best in your future sales career, but please keep in mind that all successful companies are going to set goals and expectations of you. That’s not micromanaging…that’s good business/leadership!!
        As far as servicing the merchants, that is my #1 selling point…myself! My merchants know they can call me any time and I or one of my teammates will help them. Don’t forget about our award winning customer service who answers live 24/7/365!! I’ve been with Heartland for 2 years and have over 150 clients and 100% retention!!

      • Aaron

        Alternatively, I am a TM in Nebraska, and have one of the best leaders I have ever known as my boss, or DM. I’ve had a number of sales positions, most of which have led to a training capacity. Each of these positions have had some variation of a goal or “quota” to help in guiding success. I love Heartland, it’s values and for the most part, everyone I have met with the company. It has been my experience to help substantial numbers of business owners, and am anxious to get in front of the next person to see if I can help. I am sympathetic to your plight Wendy, this job is not for the feint at heart. My team embodies the values of Heartland, and we are driven by our model!

  • Aaron Offutt

    A little clarification: The 25$ monthly Service and Regulatory Mandate Fee is an option for Representatives to use when pricing merchants. Of close to 60 merchants in my portfolio, only 4 have an SRM fee, as it made the most sense in putting them in the best possible position, which is the goal. We customize solutions using our very transparent pricing structure, Interchange Plus.

    In addition, the monthly settlement is also an option in pricing, and used in specific circumstances when needed to put a merchant in a position that benefits them the best.

    In summary, we have options available, when needed, for 2 additional line items, based on specific circumstances, but they are NOT used on every merchant. I would love to clarify for anyone, as would anyone at our service center. Please contact them, or a local rep for an explanation! We would love to show you how we do things!

    • Gary

      The $ 25.00 monthly and pci fee was increased to $33.50 a month in 2017 for all merchants. If the rep decides not to charge that fee they have to make up that amount somewhere else in their pricing. All reps are charged this $33.50 monthly fee for boarding a merchant with Heartland. Heartland will price a merchant at $ 0.03/transaction but at least 0.20%/transaction. They added 0.02% to every merchant a few years ago and said it is for monthly discounting instead of daily discounting which is a total lie. Bad credit scores of merchants and shady companies charge daily discount rates. Worked for Heartland as a manager and saw first hand how they don’t care about their reps. Lifetime residuals is a total joke, they will buy out your residuals anytime they choose and a rep can’t stop them. I had a rep who had to sell her residuals back to the company in 3 times in her 12 years with the company. They are completely out to make as much as possible off every merchant. They spend close to 8 million year on the Heartland Diamond Conference. They will always raise the rates of merchants to cover their non-selling work force (admins, recruiters, trainers, programmers and marketing personnel). I have been in the industry for over 10 years, stayed away from Heartland because I felt they always mis-represented the savings for merchants. I finally decided to join them last year and only lasted 3 months because I couldn’t lie to potential new hires anymore. They are an arrogant company that does the same things as most ISO’s by raising merchant rates often.

  • Rob Eskew

    We are extremely frustrated with Heartland Merchant Services. We were sold on the fact they would fight to provide us with the most competitive rates and quality service, with no contract. Repeated visits were made to our facility to sell us on their service. We did business with them for over a year when we got offers for better rates. We told Heartland we would be switching and they sent a manager to our store on two separate visits to see if they can be competitive with the current rates we were getting. This took time away from us doing business in order to help them keep us as customer. They then charged us $20/mo service charges when we were no longer using them. We then called to cancel again and they then charged us $295 termination fee. Per our business process, we NEVER hire companies that have us into a service agreement. This one was for 36/mo which again we would NEVER agree to. Very BAD business. One star…


    I bought a used POS system, Cash Register Express/PC America, owned by Heartland, and so they were the natural choice for processing. I did check with two other processors but thought it would be great to have an integrated credit card processing with my POS, which Heartland does, so I submitted my application, had a very personable Heartland rep, and was pleased with the initial contact. However, almost two months after submitting my application, I was still not “approved”. On numerous occasions through this time period, I was asked to submit photos of my inventory, copy of my paid storefront signage contract, etc… to verify I was going to have a legitimate storefront. No problem with that. But after a delay getting into my store space, (the two month wait) I was anxious to get the credit card processing buttoned up, so that when I did get in, I would be ready to open ASAP. Contacting my rep, again and again, no approval yet. BUT as I began to set up my store, they asked for MORE photos of inventory, even wanted a photo of my “help wanted” sign in the window. I mean, come on people! Seriously? I sent them my Craigslist ad for help. Still no approval. The “Underwriters” were still deciding. I told them, we aren’t a good fit, perhaps I was too small a store. The morning I emailed my rep (she had started avoiding my phone calls) I had to look for another processor, lo and behold, they approved me! But then I couldn’t get a straight answer as to WHEN I would get my equipment! I was literally ready to open my doors at this point, so I opted for other processor, which I had everything in place in ONE day, and all is well now.

  • jason gold

    I purchased a new Liquor POS system from a local merchant. Heartland owns liquor POS. I was lied to by the merchant who told me that I could process EMV and be off of an out dated CC processor within a few weeks of installing the new system. I was lied to by Heartland and the merchant. it is 7 months later and I am processing on an outdated software that has no technical support that can go down at any time. I have contacted heartland many times and have been ignored by Kathryn Hollis, and Jeremy Grunzweig, It closing stay as far away from Heartland as you can.

  • L. Harper

    I know many people here are from the merchant side but as a consumer, I am extremely disappointed in Heartland’s loan servicing payment system. They’ve recently acquired CampusConnections, the lender of my student loan, and now charge a fee (up to $12), for every payment. Its unreasonable and unfair that I have to pay a fee for being proactive in paying my student loan, especially considering I am paying directly from my bank account. In the age of technology, I should not have to buy a special order of checks and envelopes/stamps to mail, when I’ve been faithfully paying my student loans online since 2012 without any issues. I understand that they want to maximize profits but it shouldn’t be off the backs of students who are just trying to be responsible. This banking ‘convenience’ fee is waived for people that sign up for the autopay function but as my loan does not yet have a due date (I’m still a student so the loan is in deferment), I’m not eligible. Students that are just trying to plan for the future and be proactive in paying their loans should not be penalized. Heartland needs to work with its customers and either give us the option to sign up for recurring payments via autopay or waive the fee for individual monthly payments. “There’s nothing I can do for you’ should not be an option.

    Are you with Heartland Payment Systems? Learn how to resolve this complaint.

  • Mike Reid

    “The company does not appear to charge an annual PCI Compliance fee but, based on merchant reports, it may be disguising the fee under another name and charging it on a monthly basis as a $25 “regulatory fee.”


    Phillip, we don’t ‘disguise anything. We’re a full disclosure transparent company. One of only a handful in the industry. We don’t sugarcoat or BS – anything. We don’t charge PCI or any other “junk fees” for that matter, so you might wanna correct that.

    The $25 month service fee is actually that — for service. We make no apologies for it. It includes 24/7/365 support with no vmail trees that lead no where fast NOR infamous 15-30 minute wait times this industry is known for to reach a live person. They answer within 3 rings, which is normally under 10 seconds. that has a value. Don’t believe me?

    Try it.

    888.963.3600 — all you gotta do is put in a zip code and watch your timer.

    It also includes the merchant’s monthly statement PLUS the rep’s TIME – when they need a live body for support (again something else MOST processors aren’t interested in providing)) I’ve been in this industry for 21 years.,. Here with HPS for 8 years. I can say beyond a shadow of a doubt that HPS exists as a beacon of light in a sea of scumbags,. Can you find a few “incidentals” to quibble about here or there? Sure you can.. Every rep autonomously manages his/her own portfolio here and some fall short of company ideals, but you’ll never find a company more committed to doing right by merchants and embodying integrity and the highest standards this industry has to offer. That’s from our CEO down to the janitors that clean the budding in our service center- and everyone in between.

    Believe that.

    • Once a believer

      Mike, let’s b not forget that when the economy took a dive and merchants all over America were quite down in sales, What did HPS do? They raised the pricing on MANY merchants that were no longer hitting the volumes they were before everything crashed, some only off by 10%. At a time when merchants needed the most help, HPS hit them where it hurt. In my book that’s not standing by your merchants. Are they better than a lot of companies out there? Yes but they are far from the knights in shining armor employees like to play them off as. I was there longer than you but obviously am no more, note are all most ALL the veterans that helped build the company and the reasons are simple….there are a LOT of companies out there that pay better, have FAR LESS micromanaging, betting pricing and are also transparent, of course HPS won’t let any of their reps know this this but trust me, it’s a fact.

      • ETL

        Once A Believer, In regards to raising rates on merchants who fell short of their projected processing volumes…being that you were in the industry as long as you were, you should know that all pricing is based on volumes. If a merchant’s volume greatly decreases over time, their pricing must be adjusted accordingly to maintain a certain level of profitibility. However, you conveniently leave out the fact that Heartland does not for the most part ever raise pricing on merchants who are consisitently in the balpark to their projected volumes. Working as a client manager, I have seen merchants who have been with HPS for 15+ years and have never once seen a rate increase. This isn’t an isolated occurance I am speaking of, but is the precedent set forth by our CEO. do rate increases happen? Sure, but they are rate and only at a need be basis. As a Client manager, I review competitor’s billing statements all day long, and I assure you that no other processors lay out the exact interchange rates and costs like Heartland does. Nobody does it quite like HPS does, and I am speaking from the experience of someone that has reviewed hundreds of other processor’s statements.

        I’m not a fan of tooting the company horn simply because they employ me, but in this instance it is justified and deserved. I get to see on a daily basis how merchants are lied to and manipulated by other processors to get them to switch. I have never worked for a company as moral as HPS, and it makes me proud to be employed by them. It sounds like you didn’t enjoy your experience as a sales person, and are using that frustration to overexaggerate some of the things you view as negatives. But if you truly worked for HPS as long as you say you did, then you know how HPS tries to do the right thing in almost every situation. How many other processors out there assign a dedicated client manager to their merchants to assist with billing/pricing/customer service concerns? ZERO. HPS continues to be an industry leader in both morality and personal attention to it’s merchants. If I were a business owner there wouldn’t be any question as to who I would trust my processing with. And as an employee of HPS, I can tell you that not many companies out there treat their employees as well as you get treated here. Just my two cents…

        • Once a believer

          ETL, my comments have absolutely nothing to do with “not enjoying my experience as a sales person” with HPS, I actually quite loved it up until they went public and it then became all about the shareholders and no longer about the reps. I can give you a list as long as my arm with names of big producing reps that have left over the past 5-6 years because of finally realizing there’s other processors just as good and even better with better comp plans too. As for pricing, I agree that if a merchants pricing drops GREATLY over time there may need to be adjustments made but there were a LOT of merchant who’s volume did NOT drop greatly and still their pricing was raised, some raised significantly. Also when a lot of these merchants started increasing their sales back to pre-crash days, did HPS put the same effort into bringing their pricing back down as they did with increasing it? Nope. Also, to say that “no other processor lays out the exact interchange rates and cost like Heartland does” is simply and completely not true. The company I’m with lays it out JUST as clearly as HPS does and yes, HPS does have great statements, but MANY companies do. Not to mention I don’t have to charge $20-$25 Compliance/service fee and extra basis points for monthly billing. Now this is where a HPS rep will say they don’t have to charge those things either because you can elect not too and just eat it on your commission, but the fact HPS has those fees to begin with shows they have their share of garbage too. When a merchants asks me about HPS I always say they are for sure one of the better companies out there because they are. However, they are not as good as a lot of employees think they are and the ones that do think the company is the end-all the the processing world have usually only been there a year or two tops.

          • Azori (Po) Ovu

            Hey guys, just want to say that simply reading through your (diplomatic) discussion back and forth has helped confirm my confidence in both Heartland and Card Payment Options… Really have to be able to read inbetween the lines to know who’s telling the truth and who’s simply good at appearing to. We have been with Heartland for a decade now and now that we are migrating away from Aldelo to LaVu we are getting some pressure to go with Vantiv, but thanks to your site I’m now weary enough to not do so without a lawyer’s total approval of their contract… Going to speak with Heartland tomorrow about a rate review as I truly would like to stay if rates are closely enough matched… Again, would like to thank you both for your time and effort in sharing your knowledge and experience~

          • John

            So Once a believer you wrote: “…Not to mention I don’t have to charge $20-$25 Compliance/Service fee and extra basis points for monthly billing”. Well, if you were an RM, that was YOUR discretion, not Heartlands!! Look, sour grapes or not, if you price a merchant through Heartland it IS at your discretion as long as it meets gross margin objectives. Heartland is amongst THE lowest, THE fairest, THE most transparent, and THE most responsible in the industry. Why? Because they show the merchant the fees, even when it is at the RM’s discretion. If an RM is foolish enough to overcharge a merchant he may well lose the merchant. However Heartland delivers on its promises (see Merchant Bill of Rights) and has a a Truth Serum survey that I would challenge any competitor to live up to. The only thing that I can say to you is hold your head high and best of luck with your new employer, but don’t throw HPS under the bus because you had a negative experience. heartland is clearly built to keep and deliver on their promises.

    • Former Heartland Dude

      Really fair and honest when it comes to transparency.

      It was cool being able to get someone on the phone at the service center.

      So on transparency I give Heartland a 9 on a scale of 1-10.

      They don’t charge for pci non-compliance but they don’t actually have a simple SAQ and scan platform for their merchants so my guess is 80% or more of their clients probably don’t complete their PCI requirements. (MAJOR HOLE). The reps are mostly uneducated about it though and think that Heartland handles it for the client.

      Good company to work with. All my clients were happy for the most part. I wouldn’t work there again though. They micromanage the hell out of you and Heartland is very cheap, they invest ZERO in their team.

    • Joe Ferrara

      Welp, I just tried this # provided, they did answer right away, but there were 13 people ahead of me so my wait time was 10+ min. So…..this was not a successful attempt to get a live rep in a few minutes! Quite contraire.

  • John Hamby

    Heartland is our strongest competitor. Most of their customers are unusually loyal. Their overall integrity is superior to any processor in the industry, INCLUDING OUR OWN. Heartland’s pricing is usually very competitive but within “marketplace range”. We now can now compete with them by introducing MSP generated/creative differentials. We win and we lose. It is often hard to get enough differential to persuade merchants to switch but Heartland statements are easy to read and pricing comparisons easy to develop.

    I prefer early termination fees based on lost profits, say .20%+- for projected processing income over remaining term. (That’s $2000 for a one million dollar merchant for one year.) However our processor won’t
    allow us to charge that kind of fee. If I’m bound with a three year contract, so should the merchant be bound!?

    I do suggest that Heartland make their termination fee more prominent (page 1)if not currently so.


  • Andrea Gustafson

    Karen Lamb of Minnesota assisted our non-profit group that raises money for culinary scholarships for Minnesota students at UW Stout or any culinary/hospitality program in Minnesota. She was more than knowledgable, guided us down the right path with Heartland Payment Systems! She was a partner and presented her knowings as if this was her own non-profit organization!

  • Card Guy

    It’s not mentioned in the review but HPS also charges 2-5 basis points extra if a merchant wants to have monthly billing instead of daily for which there are no bps added. Some reps build it into the pricing but it is a separate line item on the statement and it’s been there for years now.

    • Karen

      Hi Card Guy – that is not exactly true – I waive that with every client and do not build it into the pricing. Also, if reps chose to add for this it is 1 bps as of March 1st which equals .0001 percent of the transaction. The cost would be $2 for a merchant processing $20K per month.

      • Card Guy

        I understand the rep can waive it Karen, I was with HPS for almost 10 years, but just the fact they have it and want reps to charge it is what I have issue with. Most reps don’t waive it because if they do, they eat it on their end, HPS won’t just say ok no prob. Regardless how they justify it to the sales force, it’s a garbage fee, same thing with the $25 “regulatory” fee. I know you/we were taught to believe otherwise but if you know the industry you should know better. Also the whole we’re a “direct” processor schtick means nothing. If you’ve only worked for HPS in this industry they will have you believing it means a ton but ask ANY rep that left there, it might sound good but it means nothing. I’m with an ISO now and I can compete and beat HPS all day long as can pretty much any of your larger ISO’s. Now don’t get me wrong, HPS isn’t a bad company by any means, they’re generally a good company if you’re a merchant, not so much if you’re a rep which is why almost all the high producing reps from years ago are pretty much all gone.

    • Dean

      Card Guy
      You are correct. Heartland does charge a fee for monthly fees to be taken out. But we fully disclose that as a line item. The merchant can choose to have the fees taken out daily at no additional cost.
      We do not add it later or increase it we transparently disclose it.
      If a relationship manager chooses to “eat” that for the merchant it comes out of the profit margin of the sales rep.
      No shame here, not sure where you were going with this thought of yours ? Heartland is ALWAYS transparent.

      • Card Guy

        Just giving facts Dean, that’s all. Yes a HPS merchant can choose to have daily billing at no cost but we both know 90+% of merchants don’t want daily billing. I never said Heartland isn’t “transparent,” just adding some additional info that was missed in the review that should have been mentioned.

  • Karen

    Hi all – I am a Relationship Manager (RM) in North Carolina. Please note – Heartland has an early termination fee of $295 which is much less than others at $495 and $595 or goodness forbid those companies that charge business owners a “Percentage Loss” termination fee. Also, if I, and I can only speak for myself and my business practices, have grossly misrepresented pricing to a merchant – and I haven’t yet – I can have the termination fee waived – we will however attempt to reprice first and look at any proposals you may have received. The RM’s control the pricing outside of the interchange fees. Heartland is Interchange plus pricing so whatever interchange costs are assessed to us vy V/MC/Discover/AMEX are passed through to you the merchant as we are a direct processor. Heartland does NOT engage in padded interchange or surcharges. Our monthly fee of $25 does NOT include any type of PCI compliance. Our servers are PCI complaint and we bear the cost of compliance. It costs Heartland a minimum of $25 in terms of Human Resources to maintain an account. In some instances though the RM can waive the monthly fee.

    In this business which in NOT regulated it’s all about the details – anyone can beat “pricing” but you must be a CSI detective to ask the really important questions. It’s also all about who you work with and if/how they have done their due diligence with a business owner and their processing needs.

    Hope this helps clarify a few questions that I see on this website.

    • FHD


      Your servers have nothing to do with whether the merchant is PCI compliant or not. Heartland doesn’t provide a PCI SAQ for its merchants. They trash other companies for charging non compliance fees but don’t actually provide a solution.

  • Dennis

    Said they could offer me a better processing deal, but after I signed up it ended up being more expensive than the company I originally had. Then they charged me $295 for both my accounts when I moved on to another company that actually did give me a lower price.

  • Mojo

    Heartland charges a $25 per month Regulatory Fee (that’s $300 per year) and 3 basis points for Monthly funding versus daily.
    Based on a lot of your other reviews which were “dinged” for their Reg Fee (and most were hit hard for just a $50 or $60 fee) I would expect this will greatly impact this review.

    • John

      I just went with heartland and was shown that the $25 PCI fee/month was waived with an annual survey submission. Can’t comment on the other fee as I am going with daily deposits/fee withdrawals.


    • John

      I love the way some folks are hitting Heartland hard on nominal fees-SRM fee and settlement fees, most of which are directly related to cost of doing business, yet are overlooking the litany of egregious fees that so many of my competitors charge. “Strain at a gnat, yet swallow the camel”. Bottom line-basis point or effective rates to a merchant, most always the differential is in Heartland’s favor. And as a competing commenter said earlier, Heartland is the reason why our competitors have had to be more honest. They have blown the lid off their dirty games. Sure, profit is not a dirty word, and Heartland is like others in it for profit. But fairness, transparency and delivering value are all virtues that few can hold over Heartland. Heartland delivers and very few can refute that. And because of that Heartland has great retention.


    I have used Heartland in the past i used it in my business in 7750 okachobee blv W.P.B.
    then the service and rates where ok
    In January i did sign a contract with Heartland (PAT) i was told that there would be no charging fees for terminating the service , also i was promised new credit card machine
    i newer recieved the credit card machine , and right afthet a month or two the RATES START CHANGING, when i called the representative of Haeartland PAT and i asked her how comme my friend who its 3 miles away from me has different rates (in the begining we had same rates) she told me that my friends customers use different credit card ???
    whell i was disapointed and not happy because Heartland was changing the rates and i stoped having theyre service, now they are sending me statements for early termination service, which in my knowledge i did not know that i have signed anything regarding that, oraly i was told that i can terminate the service with heartland anytime without terminating fee, so BE CAREFULL FROM HEARTLAND

    • tammy

      You must not understand interchange fees set by the bank. You can find these on Visa and MC’s website to educate yourself. These are not optional. Like your cost of pizza ingredients, they are the card companies cost.

      I hope this helps. I owned a chain of Mexican food restaurants and we used Heartland for 9 years with no problem and no one could touch their rates. I learned exactly how it worked so I know they are fair.

      Good Luck.


      • Al Michaud


        maybe you had no issues with Heartland rates…but aside from rates they have serious issues with customer service. Like Kenny I also had a problem with them….after my 3 year term , I decided to leave and I was still charged an early termination fee of $295 ? I learned the hard way that Heartland AUTOMATICALLY renews your contract for another 3YEARS. The only way to avaoid this $295 charge is to terminate exactly on the day your 3 years is up. So you cannot cancel on day 364 of year 3 or 1 day after 3 years is up…no matter what you are screwed.

        • Chad

          Al, I sold with HPS for quite a few years and I can tell you that no, you will not be charges the $295 if you leave anytime after the first 3 years. Also, the contract does NOT roll over for another 3 years. I believe technically it’s another 12 months but I NEVER saw that enforced so really it’s month to month. NEVER ONCE did I have a merchant that was hit with a cancellation fee if they left after 3 years, never. So I’m not sure what you’re talking about because that just does not line up with them at all and I was there over 8 years.

          • Al Michaud


            Respectfully speaking… I was charged as I described above. I was with Heartland for almost 5 years…when I tried to cancel Heartland I was told I owed $295 for an early termination fee. I was told my contract was automatically re-newed.? I tried to talk to anyone at Heartland who would listen and was not able to get anywhere. So what I was told by Heartland was that I needed to cancel terminate within 30 days of the end of my 3rd year or something like that .
            So I am not sure who you are with Heartland but what happened to me is true and unfair. Even cell phone companies do not re-new you automatically!
            Al Michaud
            Sweet Meadow farm

        • Kelly

          Heartland does not auto-renew your contract. Once it is over, you are simply on a month to month unless you have a new agreement set up with new rates.
          I work here, so I am speaking from knowledge.
          If you would like to talk further, and see how your current company is charging you now, I am happy to help.

          Be blessed,


      • Mike

        Tammy, it seems you are following the same script as the previous Heartland reps in responding to those who have criticized the company. Kenny plainly said Heartland changed his rates after he signed the contract, and then you recommended he educate himself on the subject of interchange fees, which we all know are two different things entirely. Whatever the problem, Heartland always finds a way to suggest it is the customers’ own fault, or they are ignorant, or they are just liars.

        Also, you are incorrect in stating no one can touch Heartland’s rates. I saved a lot when I switched from Heartland to another company.

        • Dean DeAngelo

          I am a Territory Manager and have been with Heartland for 7 years. The only way Heartland EVER changes our profit is when the volume on the application after 90 days of starting is way less than what was written on the agreement. Interchange rates may vary ever April & October but if your volume is within 25% of what was put in the agreement it will not change during the 3 year term. And even after the 3 year agreement it usually doesn’t change either. I have over 400 clients and I can say without a doubt Heartland has never arbitrarily raised our pricing like other processors do.

  • California Business Owner

    We have had a bad experience similar to many who have posted here. We signed up with Heartland in August 2013 through a friend of a friend. Our main concern was having a long-term contract and cancellation fees in case we didn’t see any savings compared to our current company. When we asked him about it, he flat out said that there are NO TERMS, and we can cancel the contract at any time if we are not satisfied with their service. He repeated it so many times … trust me, there are no terms, you can do month to month. I’m a manager, you’re good with me. He even gave us a copy of the cancellation form, which says NOTHING about the cancellation fee.

    So we signed the contract that apparently had a 3-year term and $295 cancellation fee somewhere. We found out a year later when we wanted to end their services since we were paying more than we were with our old company. Yes, we should’ve read through everything word for word or maybe just hired a lawyer to fully investigate. But it SHOULD BE ILLEGAL for a company representative to verbally tell a customer one thing, and then have them sign a contract that says another. We were tricked. Why would a company have to resort to this level to get customers?

    I originally blamed our sales rep, but it seems this has happened to several others so I can only assume the company trains their sales reps to do this or turns a blind eye because it still earns them sales. Whatever the case, we will never recommend Heartland to any of our associates. Any company that is aware of these “bad reps” and does nothing is just as bad as their reps.

    • California Business Owner

      I would just like to update this post: The CEO replied to an email I sent that described everything our company went through. I also included some of the complaints here. He said he was unaware of this practice and was glad we brought it to his attention. It’s reassuring to know that the leadership at least cares about the company and is responsive to the customers’ needs. He said we will not be paying the cancellation fee, which we are grateful about not just because of the sum of money, but because of the principle of it all. We’re glad to finally have a good outcome after this horrible experience.

  • Peter Bright

    I own a very succesful small business that I started from scratch.Heartland has been my credit card processor for about ten years. Prior to signing on with them I had two unethical processors over an eight year period. I probably call Heartland about twice a year for service or technical problems. They have never let me down. I am in a service oriented business so I know good service when I run into it. Also, their statements are clear and concise. My experience with Heartland has been A+. I think they are ethical and professional. Just giving credit where credit’s due. Keep up the good work.

    • Al Michaud

      Peter and anyone else that feels Heartland is a stand up company.
      Ask Heartland their policy on the following, because this is what cost me $295 for switching from them after 5 years….

      I choose to switch to another merchant after I had been with Heartland for 5 years. I was told my 3 year term automatically renewed and that I was only on my 2nd year of the new 3 year term. So I was early terminating my second 3 year contract…that is crap. That is not a stand up company in my eyes, the early termination should ONLY apply to the first 3 years.
      It seems to me everyone trying to switch will get hit with the early termination fee,,,since they automatically renew you to a 3 year contract???
      I pleaded with them to use common sense and refund me $295…but I got nowhere.


      • Dean DeAngelo

        Heartland is a stand up company for sure. I have been with them for 7 years and have over 400 clients. I am not calling you a liar by any means but I can say without a doubt we do not renew for 3 more years. I have copied and pasted that portion from our terms and conditions that states it renews for 12 additional months. But as with an earlier comment in my 7 years Heartland has never enforced that policy. See below:

        11. Term: Termination
        11.1 This Agreement shall become effective upon acceptance of the !rst Merchant deposit by HPS and shall continue in effect for a term of thirty-six (36) months therefrom (“Term”). Thereafter, the Agreement will automatically renew for additional twelve (12) month periods unless terminated by any party by giving sixty (60) days written notice prior to the end of any Term, except that in case of an Event of Default by Merchant or as required by a Card Scheme, this Agreement may be terminated by HPS immediately and HPS shall give Merchant written notice within ten (10) days thereafter

  • "Proud Heartland Rep!"


    I find it hard to believe that you are a business owner with a previous relationship with Heartland. Given the fact, you have such a vested interest in this thread and have posted 3 separate posts against Heartland going back to 2012. It sounds like you are an ISO that signed a Heartland customer and this led to your ridiculous posts. As a matter of fact, your posts were sent January 2012, July 2012, September 2012 and 2 comments in November 2013. There is not one business owner in my portfoilio that would take time away from building their business to constantly follow a random credit card review site. Not only that, a $295 early termination fee is the lowest I’ve ever seen in my tenure. That’s a pretty easy out in comparison to other contracts that I’ve seen with early termination clauses ranging from $500 to $6,000. For all I know, you are throwing your invalid comments to solicite more information from Heartland Representatives that are in the trenches everyday helping business owners.

    If you are truly a former client, I welcome you to contact our support number and leave a confidential message for me personally. I will contact you personally to find resolution to your dissatisfaction.

    • Mike

      Mr. Proud Heartland Rep doesn’t think I’m an actual business owner because an actual business owner wouldn’t take the time to post against Heartland as much as I have. I guess the company depends on business owners being too busy to fuss about being deceived and tricked into signing a contract they wouldn’t have signed otherwise, but that strategy obviously doesn’t work on all of us. Mr. Proud Heartland Rep has suggested I contact Heartland’s support number and leave a confidential message for him personally, so he can find a resolution to my dissatisfaction. How can I leave a personal message for him if I don’t know his name? If he is so proud, why doesn’t he give us his name? This anonymity of Heartland reps seems to be the norm. Could there be a reason why the Heartland reps and former reps don’t want to reveal their actual names and phone numbers? The business owners who write glowing reports on Heartland also seem to be publicity shy.

      Why doesn’t someone from the corporate office of Heartland rise to defend the company and offer to make things right, instead of depending on reps who most probably don’t have the authority to spend corporate funds? One thing we business owners for sure don’t have time for is a runaround.

      Thank you, Mr. Phillip Parker, for providing this forum.

  • "Proud Heartland Rep!"

    I have been with Heartland for close to two years. Before my career with this company, I was an independent business owner for 5 1/2 years. I have read each of the 44 comments in response to Heartland Payment Systems. As a former Business owner, I took credit cards, I signed contracts and I knew I had to pay a fee for the service. However, not until about 6 months in to my career with Heartland, did I have a clue what “Durbin,” Interchange, ISO, PCI and in no way did I know what “basis points” were. The Small Business Owner that posted in 2011 knew way more than I did when I had my business. My point is, out of these 44 complaints and positive reviews, I have to ask myself how many of these posts are truly reliable in the terms of Due Diligence? However, I encourage every business owner to keep open communication with their Rep or Customer Support Team. Ask to see the entire contract prior to signing and demand to see the final contract that follows in the mail. Ask about the contract legnth and terms and if there are early termination fees. If the Rep tells you there are no early term fees, demand a written document guaranteeing that. For any Business Owner that has been disappointed with their relationship with Heartland, I wish you great prosperity in the future.

    If you are a business owner looking to switch to – or from ANY processor, ask for references in your local area that has processed for more than a year with the local rep. Find out what other business like and don’t like.

    To Your Prosperity,
    Texas Territory Manager
    Heartland Payment Systems

    • Mike

      You’re preaching to the choir, Tex. The people complaining here about Heartland have already learned these lessons. Apparently you cannot deny Heartland doesn’t provide the full contract terms unless the customer demands them, and even then apparently the company’s practice is to withhold, delay, or obfuscate important information.

      When a person is starting up a business or taking over an existing business there are many things to learn and do, and there’s not always enough time to be as diligent as you recommend. People in this situation are easy prey for unethical service providers. Please let us know when Heartland decides to furnish its customers all contract terms and conditions at or before the time of signing, without the customers having to be smart enough to demand them first.

      • Industry guy

        Mike, as someone that is no longer working for HPS but was with them almost 10 years, I can tell you ALL the terms and conditions are supplied to the merchant. It’s absolutely true that a rep can at times forget to give them to the merchant but when a merchant comes on board, they are mailed a copy of their contract AND the terms and conditions. To say “when a person is starting up a business or taking over a business there are many things to do and ot always enough time to be as diligent asTex recommends,” is garbage. If you are signing something it’s YOUR responsibility to READ IT! If you don’t read it and you just sign away, you have no one to blame but yourself. Honestly 90% of complaints I read online about not just Heartland but much companies come from merchants not reading their contracts. On the Heartland contracts there a section the merchant signs acknowledging they received and read the terms and conditions so if they are signing that and not queastioning anything, again it’s 100% their own fault.

        • Mike

          Okay, Guy, you’ve pretty much confirmed what Tex said; Heartland’s unhappy customers are responsible for their own mistakes in signing contracts without fully reading them and demanding to receive the missing details. Further, you think Heartland is fully justified in taking advantage of such people by sneakily leaving out some stuff that people should be smart enough to ask about before they sign. We were dumb. We get that.

          I wonder where Heartland finds people like you. You know the part about the $295 fee for quitting Heartland, as well as other important terms, are not mentioned in the contract that is handed to merchants to sign. This information is in a separate document incorporated by reference only, which document you’ve stated is sent to the clients after they “come on board.” (Heartland didn’t send this document to me, but it wouldn’t have mattered anyway after I signed the contract.) If this practice is not intended by Heartland to deceive and take advantage of naive and trusting clients, then please explain why everything isn’t included in the main part of the contract folks get to see before signing. I doubt you can provide any plausible explanation.

          • Industry Guy

            Not here to argue with you Mike, just telling it like it is. Just because it might not fit with your subjective experience doesn’t mean what I’m saying is wrong. So to your question YES, merchants are responsible for their own mistakes in signing contracts without fully reading them and demanding to receive the missing details. Who the heck else would be responsible??? Even if a rep said don’t worry about it I’ll get it to you later, it would still be crazy for anyone to sign a contract that way. You then asked me if I “think Heartland is fully justified in taking advantage of such people by sneakily leaving out some stuff that people should be smart enough to ask about before they sign.” How does HPS take advantage of people by “sneakily” leaving something out??

            You are correct about one thing at least, the $295 cancellation fee is not on the contract itself, just as it’s not on most processors contracts which is why almost ALL processors have separate terms and conditions, just like when you buy a car, just like when you get a loan, just like when you get a mortgage etc etc. What other important terms are not on the contract that you you think are board? You said “This information is in a separate document incorporated by reference only, which document you’ve stated is sent to the clients after they “come on board.” Obviously reading comprehension isn’t your strong point so allow me to quote what I actually said. “It’s absolutely true that a rep can at times forget to give them to the merchant but when a merchant comes on board, they are mailed a copy of their contract AND the terms and conditions.” I acknowledged that reps can forget to give the T&C but it’s still sent to the merchant in the mail. Even if Heartland “didn’t send the document to you” it does get sent out and if you were dying to read it a call to the 800# and it would be sent to you in a matter of minutes.

            Lastly you asked ” If this practice is not intended by Heartland to deceive and take advantage of naive and trusting clients, then please explain why everything isn’t included in the main part of the contract folks get to see before signing. I doubt you can provide any plausible explanation.” I’ve said the answer a few times now but I’ll do it again for you. Heartland isn’t here holding the reps hand as the reps gets paperwork signed. It’s the responsibility of the rep to give the merchant the T&C and yes, I have no doubt reps can at times forget to do that. There’s NO incentive for a rep not to give the T&C to a merchant because there’s nothing in there that isn’t industry standard stuff. In all my years of being there i NEVER had a merchant that had an issue with the T&E to the point they wouldn’t sign up. Some would question the 3 year contract, again which is standard for a LOT of companies, but if it was that huge of an issue we’d let them do it year to year, pretty scary right? Again, I haven’t worked for Heartland for a while now but I still find it hilarious when “merchants” like you, and I use ” ” because I don’t believe you were really a merchant of theirs, have a bad experience and then you pretend like you just know everything about the company and you have it all figured out. Again, your subjective experience doesn’t mean you have it all figured out because reading your ill informed comments sure prove that.

      • Sue Schoenfeld

        I can tell you as an employee of Heartland that these terms and conditions are mandatory and are sent to the merchant in the welcome packet with each and every account. No excuses!

        A $295.00 cancellation fee is typically BASELINE for the merchant processing industry. What we find is that a merchant will hop around from provider to provider without any commitment while we guarantee your rate for 3 years. It simply discourages them to do so, because in more cases than not, these merchants come back to us.

        If you discuss your intent to not be involved in a contract UP FRONT your salesperson CAN sign you without one in most cases.

        I am proud to work for Heartland and all it stands for. We continue to be the leader in our industry and continue to do the right thing when no one is looking. It’s simply impossible to please everyone all of the time.

  • Al Michaud

    Do not use this merchant company…
    I had been with Heartland for 5+ years …I was leaving as a somewhat satisfied customer, but for some reason ( the fine print actually ) my family farm was charged $295.00 for early termination of an account???? 5+ years and still they think that is fair. I was told it was because a year and a half before , my rates were updated and I signed it… which extends my agreement for 3 more years! I did not go to them asking them to change my rates…and I did not complain about my old rates so it should never have been extended. I will never go back to them and I will tell as many as I can that they screwed my family farm out of $295.00

  • Ana Molinari

    DON’T EVER USE THIS COMPANY! They are frauds!
    Peter Galleta sold me the system telling me how bad my previous company was. What a liar. He told me I wouldn’t pay a fee for the machine, I would not pay monthly payment, I would pay Credit, Debit, the same price and nothing was true. They charged me whatever they wanted for monthly payments; for credit and debit they charged me for everything. I’ve been in business for 40 years and I’ve never been lied to so blatantly. I called the company at least 24 times and they refused to call me back or do anything about my payments. Ridiulous service. It costed me more than my previous company. Terrible service.

    • Edward Burris

      Al, I’m a Relationship Manager for Heartlands Northeast Division. Please send me your notes and where Heartland charged you $295 for cancellation. Also send me a copy of your contract and cancellation notice.
      I will try to get this fixed for you.
      [email protected]
      I’ve never had an issue like this and wouldn’t want this to happen to me. If you want this corrected, send me your documentation, so I can go to bat for you.

      Edward Burris

  • R Beyer

    Although I am now pleased with Heartland Payment’s services, getting set up was a huge hassle. You’d think for being such a large company they would know how to set up a simple system. They failed to set up the auto settlement for me, although they told me they had, and for two days my payments did not settle causing some overdraft charges for my business.

    In addition, I would NEVER recommend using the check system, Cross Check, which Heartland recommends as their preferred check processing company. Cross Check was never able to set up my system successfully, with no real reason provided, except that it had something to do with Comcast’s phone lines. ( I did have a check settlement system prior to trying to use Cross Check that worked just fine so I didn’t think this was an adequate excuse and Cross Check never tried to really figure out what was going on.) As a result I had to return their useless check reader and Cross Check charged me return shipping fees! I complained about that because it was a result of their system not working and they still made me pay the return shipping fees.

    For these reasons I give Heartland Systems a C+ and CrossCheck an F.

  • Sharon

    We are a Heartland customer and I have found their customer service to be excellent. I was having problems accessing the program and it didn’t take very long for the representative to figure out that I was using Internet Explorer 10 and that it wasn’t compatible with Heartland’s program. I removed it and was back in business. I have had other companies say they can save me money, but in the past every time I have changed, the bill remains the same. So far they have been very upfront with the charges and I have no complaints. We have been with them for 2 1/2 years. Also…the representative made it very clear that we were signing a 3 year contract and that there would be a few to cancel early.

  • Jay

    Lost $295 after cancelling for better rates with another processing company. The Heartland sales rep told me there was no cancellation fee/penalty. The fee/penalty is not on any document you sign. They give you a book entitled “Merchant processing Agreement” filled with definitions and terms and explanations. In the middle of this 17 page document is hidden the $295 penalty. They have you sign a document stating you have received and read all this. So because I believed Heartland’s representative, only read the pages of contracts I signed and didn’t read all the other legal mumbo-jumbo after 2 years and 3 months of taking my money they stiff me for another $295.
    I have used 4 different merchant services companies over the past 8-9 years and I have been solicited by numerous others. I always ask what is the penalty for cancelling. I tell those with a penalty, I’m not interested. If you provide a good service you don’t need to threaten customers with penalties to make them stay!!!

  • Evlyn

    I have had my business for 3 years,and Heartland has processed my credit cards since i opened.We were offered a loan by this company with a letter sympathizing in this economy we understand bull.After filling the requirements we were told that there was a few businesses excluded from getting a lone,Strip clubs,Adult book stores Adult movie theater and consignment stores,are you joking you put me in a category with adult entertainment! I sell new and used furnishings! and have owned a business for three years!I am not going out of business,Not that impressed,and at the end of the month i will be sure to have another company processing my credit cards,Heartland has taken enough out of our account,and the service is good only when they want you to buy or add other services to it.Sorry no more!.

    • Ex- Heartland Rep

      I’m not in the industry any longer b/c I had a new oportunity come up with my family business, but I can truthfully say Heartland is a standup company. They advovate for merchants and really try to put them first. It’s funny how every single third party independant company rates Heartland as one of the most, if not the most, ethical and transparent company in such a highly unregulated industry and then the handful of upset merchants are the ones to post bad reviews. A few nice comments start off this review and then all the ticked off people come out of the woodwork. The thing is, out of 250,000 merchants the 249,000 happy ones aren’t looking online to make a point but the few ticked off ones certainly are and thats what these online forums really are. They are a breeding ground for upset merchants (and former disgruntled ex-employees) to make a stand and voice their opinions because right before they call their local nighlty news. Come on, seriously?

      I don’t have anything against online reviews/blogs/forums but lets get real, they are often a breeding ground of negativity. Heartland is a good company.

  • Kathy

    My experience with Heartland was amongst the worst customer service experiences of my life. At each turn I experienced misleading information, misinformation and out and out lies that costs me thousands over the course of my contract. From rate hikes to hidden fees to just plain bad service, I would NEVER recommend this service to anyone. I don’t mind paying for quality, but this was awful. To give you an example, I was forced to wait until the conclusion of my contract to get out or face a $295 fee. My contract was up on Jan. 5 and the CSR told me I had to fax in an account closing (despite the contract being over) and if it got in 1 minute before midnight, I would still be charged the early termination fee. So i waited and sent it at 1 am 1/5/2013. However, on 1/4/2013 I had used the service, since my contract was not up until 1/5. Well, guess what? That “triggered” the monthly service fee. Even though the CSR had told me any fee would be retroactively refunded, this is not the case. And so, of course, I am on the hook for $65 according to them.

    It is duplicitous and underhanded and clearly misleading tactics like this that make Heartland a bad company to work with. I can survive the $65. That is not it. It is the fact that they will stoop to this. This is just the last in a long line of horrendous practices. Don’t do it. Find another processor.

  • deb hutchinson

    Whenever I am approached for processing I hand the sales man a copy of my most recent statement and say “how much would I have paid for the same service through you?”. I don’t want to discuss fees and other add ons, just what is my bottom line? What is the total? No one had ever done it but Mark (supposedly) did and the # came back much lower then what i was paying so I switched. I asked Mark what I needed to do to cancel my existing service. He told me not to worry, they would handle everything. This is not my first rodeo but for some reason I didn’t question this which came back to haunt me to the tune of about $900. Turns out Heartland’s idea of canceling the service does not include calling to find out the proper procedure (in my case the merchant ONLY could cancel the service) they just stuck a letter in the mail – not certified (and it was never received so I am giving them the benefit of the doubt on that). When I realized my old company was still charging me I called Mark and he said he would handle it. By the time I handled it myself a few months later, I was out $900+. Anyway, as expected I am back to paying the same through them as I had through my last processor and (as expected) when I call Mark he gives the same old tired “fees and blah, blah, blah” crap I have gotten from every processor for the last 15 years.

  • Dave Law

    Heartland has offered more service than any other processer I have worked with in 20 years As a restaurant owner in Utah. The have reduced my fees as my number of restaurants has grown and have never passed a rate increase or charged any random fees or PCI fees like Wells Fargo would regularly charge. I use them for payroll and my gift card/loyaltty program. I had a terminal go down on friday at 3:00 pm and 1 call to our relationship manager we had a terminal 40 minutes later. I have been educated about card processing and now when approached by other processors I have no intrest in hearing Mr Save you money and his empty promises and lack of knowledge. I would strongly recommend Heartland to any business owner.
    Dave Law

  • Right Way Right Now

    As a business owner it is difficult to stay up to date and in the know of the processing industry. Just like your plumbing you trust a plumber. You call an electrician to have light! Credit card processing has become a broken industry and mostly because you have a business to run and no extra time to supervise outsourced services too. Fact is, processing is a need and you pay for the service. From years of experience working in processing I will tell you some basics that will save you time and money…
    1. Local sales rep so you can hold them accountable-W2 employee only
    2. Easy to read statement-ask to see sample
    3. Daily deposits without daily discounts-24 hour
    4. Interchange plus pricing- go to visa/mc website and print interchange cost to compare
    5. Demand NO surcharges, batch header fees, monthly service fees, compliance fees-NO hidden fees
    6. Do not LEASE equipment-No but HELL NO!
    7. Nothing is for FREE-red flag if offer Free anything
    8. Call service center prior to doing business to see call time and level of service
    9. Don’t be afraid of a commitment term in exchange for a price guarantee!
    10. Never service your own equipment-request a local service manager 24/7!

    Get the most out of what you are paying for. Ensure quality within your business and find a true professional within the processing industry you can trust and hold accountable.

    • The truth

      I like the list of 10 things a merchant should look out for. Heartland used to abide by those things, not so much anymore. W2 rep means nothing these days. There’s just as many bad ws reapa as there are 1099. Lots of processors are doing next day funds now but the issue with heartland is if you want to be billed monthly, like most businesses, they charge you an extra 2-5 basis points which is total garbage. No business of any side wants daily billing! Heartland also charges a $25 monthly “service” fee, and a monthly regulatory fee which is often marked up. Their service center can be decent assuming you get the right person. As for heartlands price guarantee, kind of laughable. Do the research and you will see they raised their profit on MANY merchants that were just a little off of the projected volume on their contract. When the economy took a dump and a lot of businesses sales started to decrease, instead of heartland taking this into consideration, they raised hundreds of merchants fees and if you don’t believe this once again, do the research. As for their local service manager, that program is all but dead. It use to be a great program but they laid off over 70% of their service managers across the US.

  • Another Small Business Owner

    I, too, was shopping around for better rates to also discover the hidden 3 year contract. I say hidden because I asked my rep if there was one – she said there was not and also lied when I asked then if there was a termination fee. The contract you sign says absolutely nothing about this – it is in a booklet, inside a packet given to you after you have signed.

    That said, if $295 is what it takes to get away from ridiculous monthly rates and unethical business practices, then it’s money well spent.

  • John

    September 07, 2012

    I am in the process of terminating my contract and was notified by a Heartland Rep that there was an early termination fee. When I signed the document the rep did not mention nor did I see that there was this fee. I will be reporting this to the Attorney General in my state. I will also tell all my business associates about this practice. Its not the 295.00 fee its principal. Heartland may have mave sleazed this fee from me but they are going loose much more money from loss of potential business

  • Jack Reiter

    I have been using heartland for a wile nowwhen i first signed with them i told my sales rep Bradley Kline that im not shure that i will be keeping the service for a long time. I was in the process of purchacing a pos system which alowes me to process over the internet but at the time the fees were too high. In november i called and talked to Bradley about that i got a better rate on my cc processing through another company and he said thats fine you can end your contract at any time. I am now led to belive that i have $245.00 in charges i called customer service NO HELP!!! She said that there company signed me to a 3 yr contract, i didnt sign no contract to that affect. I asked for a copy you cant give me one for what reason i dont know but i think this is wrong. I plan on talking to some people and finding out whats going on.I dont recomend heartland pmt systems to anyone trying to make a living becuse there crooks.And it seem funny that when i call Bradley Klines home phone he fails to return my calls leeds me to say that somethings wrong with this picture??? They also told me that Bradley no longer works there and that there was a new rep in the area??? I never saw or talked to him!!! So is this how you treat your customers??? I think that you should rethink you stradgy!! when one of my food vendors quit they always interduce me to another person taking there position. If you couldnt tell, im very pissed off right now call me in a few hours and ill still be pissed off.Im not gona stop i know as a person i have rights and im gona use them i have the welcome package and it states nothing about early termanation!!!!

    • Mike

      Jack, the price to quit Heartland is $295. I know because I just was charged that amount last week. Don’t expect any mercy from them or waste your time complaining to them. The contract they give you to sign doesn’t mention the $295; it’s contained in a separate document called “Terms and Conditions,” or something like that. The contract you sign says you agree to the terms, which you don’t get to see. Good luck getting a copy of the terms; they wouldn’t give the terms to me despite several requests. It won’t matter if you do get them anyway; when you quit they just send you a letter saying $295 will be deducted from your bank account per the terms of the contract.

      Is it legal for Heartland to do business this way? Yes, I think it is.

      Is it ethical? No, I don’t think so. I don’t see how they can hold their heads up.

      There are companies providing the same services as Heartland, with better rates, and with no penalty for quitting if you are dissatisfied for any reason. Some of the others may even pay you for switching to their companies, which would help to offset the cost of quitting Heartland. Best wishes.

  • Jessie M

    Heartland, you are wasting your time preaching here with Bill M and others. We do over 3 million per restaurant. We were signed slightly over in the 2nd year we dropped past what we were signed at where the first year we went over that amount. The 2nd year on one location we dropped about 15% and after the next went well over again. During year two, we figured out that during the lower period that they added fees on our account by several basis points and pennies for not meeting our volume that year. Statistically all our locations have in the Past met several millions and the bottom line is that the increase is that heartland put on is not remotely competitive with the market on our size of an account. Even if it was, the false advertising of the “Durbin” savings is insane. I’m with a provider now who provides me with the same pass through regulated and non regulated Durbin Interchange Heartland Reps and Management claim that no one else in the industry is giving. My cost has never been better – and service is 2nd to none. I have had Durbin with both, my costs were increased on other fees when Durbin went into effect at HPS. I have many friends who own businesses…all with different credit card companies. All of them with my businesses included are reaping the Durbin benefits! Sorry Heartland, you are not the only game on the block or in town anymore! The only regrets I have are not finding out where my old sales rep is who taught me this industry and the games you all now play! Shame shame!

  • Mike

    I’ve been using Heartland since May 2011. When I tried to switch to another processor to save money I was informed of their three-year contract, which I had supposedly signed. I’ve tried to obtain a copy of the three-year contract both from my local rep and from Heartland Customer Service. Both told me they’d furnish a copy but it never came. I’ve also found out Heartland put a password on my terminal which prevents my using it with any other company and the local rep said he can’t give me the password because he’s lost it. Heartland thus has reduced the value of my property (the terminal) without compensation. It will cost me over $200 to replace the terminal if/when I’m ever able to use another company to process payments.

    I told this to one of my customers who works for a bank. He said one of his bank customers is a another local business that tried to switch from Heartland to his bank for credit card processing. This owner of this other business also found out about the three-year contract at that point and he, like me, didn’t have a copy of the contract and was unable to get it from Heartland. He decided it wasn’t worth his time to fight with Heartland, so he gave up the idea of switching to the bank.

    I could save around $500 per year by switching to another company. When I told this to my local Heartland rep he didn’t dispute it. He just bragged about Heartland’s great service and reputation for customer satisfaction.

    • Heartland Rep

      Mike, Heartland does not “lock” their terminals so I’m not sure how yours can be locked. We have NEVER sent a terminal out that’s locked and we do not believe in that practice now of the for many years I have been with the company. The 3 year term in right on the paperwork that is signed and it’s right by where you actually sign it. Merchant love blaming processors for this but that info has to be clearly displayed and it’s not the rep or the companies fault if the merchant chose not to read what they were signing.

      • Athens

        You have got to be kidding me. I have seen these contracts, they could not be more vague. Yes, the three year term is on the contract, however, the terms and conditions which contains their “cancellation fees” is on another portion of the contract which is never really presented to the signatory. They are like a bad cell phone company, 295 dollar cancellation fee but you don’t get a discount on your service and you don’t get the latest cell phone to show off to your friends. All you get is a big fat bill, 1 time per month. The cancellation fee is in small type on the 14th page of a 20 page addendum to the contract, one which is never signed that and where they include terms in conditions that are much more favorable to them. If at any point you fail to meet your expected annual sales, they can basically change your account percentages and costs to whatever they would like. Trust me when I say stay away from them, even if their customer service reps are friendly.

        • mike

          Thank you Athens. Your experience was the same as mine. One other thing I forgot to mention, is when you quit Heartland be sure to notify them by registered mail, return receipt. If you use regular mail they may deny receiving the notice so they can charge you for another month of service, in addition to the cancelation fee. That happened to me, anyway.

    • Ex Heartland Rep

      I can attest to the fact that Heartland doesn’t change the password to the terminal to “lock” you out like some other processors.

      That being said. If your local rep reprogrammed the terminal for you then he must have either intentionally or accidentally changed the factory password. If he did indeed “lose” the password then I would demand that he supply you with a replacement terminal at his cost. By his own admission: “he lost” the password. Therefore he is responsible to restore your equipment to its original accessible state or supply you with a replacement terminal.

      I’ve reprogrammed hundreds of terminals and believe me, passwords don’t change by themselves. Someone had to change it.

      Just my 2 cents.

  • Barbara

    I signed up with Heartland because one of their reps was at a networking meeting, talking about how honest and ethical they were, and how EVERYONE will save money with them. I admit, I should have been watching my statement more closely, but trusted I was getting the best rate. At year’s end, I discovered I paid over $600 more in processing with them over the year than I would have, had I stayed with my previous provider.

    The rep told me I wouldn’t be locked into a contract and that I could cancel any time I wanted, if I was unhappy. When I canceled, because they didn’t perform as promised, he said there was a $295 cancellation fee, and waived it by giving me a choice of either signing a document saying I was closing my business, or another document stating I wasn’t going to take credit cards anymore. That’s pretty honest and ethical, now, isn’t it?

    I ran into that same rep this morning, who claimed that Heartland has “given $9Billion back to its merchants since the Durbin Act was enacted.” Since that just went into effect on October 1, that claim is false. First: They didn’t “give back” anything, they changed their fee structure as mandated; Second: the rates were mandated by Congress, which means it wasn’t voluntary, so it’s not something special they are doing – all processors are required to charge the lower debit card fee; and Third: This would mean that they processed more that $75Billion in debit card payments 18 days. A quick check on Wikipedia says Heartland processes “more than $120Billion per year”, which would include both credit and debit, so there’s no way the number he claimed is anywhere close to reality.

    I don’t believe a word this guy says, and since he speaks for the company, I don’t trust them, either.

    • Informed

      Barbara you are very mis informed. Did you read the article? It clearly says that many processors are NOT passing on the new regulated rates in light of the Durbin Amendment. Heartland is passing on 100% of the new rates. Many processors are not passing on the new rates because it is NOT mandated for the processing company to alter the interchange rate, therefore keeping what is rightfully the merchants (yours). The statement of $9billion passon on is ridiculous. You should visit getyourdurbindollars.com. This will clear the air on durbin and your false information. Now out of all these problems did you once call into the customer service center? Did you look at your contract to see “The Term of This Agreement is 3 Years”? Did you read the Terms and Conditions of your agreement? If not then why did you sign off on the document where you agreed to read the Terms and Conditions of the Agreement? I can’t speak for the rep, but as for your comment.. it’s bashing a company that gave you all the tools and information to understand, but you chose not to utilize these tools. I’d suggest actually calling their customer service.

      • Barbara

        As a representative of Heartland, you are naturally going to give the company line. Everything I said was true. I read the contract, and it did not include the three-year term. The $9 Billion was a direct quote from the representative. When I signed the contract, the representative told me he was my point of contact for anything I needed. When I had issues, I called him, and he passed me on to customer service. I subsequently called customer service several times, and they did not provide the level of service you claim. What you are glossing over completely is the dishonesty of the representative, who has since been rewarded by being promoted to a managerial position.

        “Getyourdurbindollars.com” is Heartland propaganda. Heartland pushed hard for Durbin because it made them look good. In reality, small businesses who process small debit transactions are actually paying more for processing than they did before. It’s only large merchants who are seeing a savings. What’s worse, NONE of the merchants who are now benefiting from the Durbin windfall are passing the savings along to their customers. They get the savings, and the consumer pays higher banking fees. After Durbin, the big companies win big, and consumers get the shaft.

        • Heartland Rep

          Barbara, I’ve been with Heartland 9 years and I’ll speak as honetly as you want and will not say something just because I work for the company. Here’s some corrections you need to understand. Yes the cost of debit cards were lowered with the new legislation that went into effect Oct 1 and that reductions went to ALL processors. Where your confusion is, is that processors are NOT mandated that those reductions have to be passed down to their merchants…fact. Depending on the pricing structure you have from the processor will usually dictate if you’re getting the reductions or not. For example if you have tiered pricing, which Heartland will NOT use, you have a qualified, mid qualified and non qualified rate. The vast majority of merchants with that structure are NOT getting some or all of Durbin because that pricing structure does not allow for individual cards to qualify on their own merit. Instead it lumps all the different card type into 3 buckets which is never a good thing. I will say I have no idea where the rep you spoke to got that $9 billion from because that’s not correct. The actual number to date is $86,450,000. Other processors have said publicly that they will not be passing 100% of the cost reductions down so your assumption that processors HAVE to pass it down is just incorrect. You’re also incorrect in saying ONLY big businesses will benefit from Durbin. The savings has NOTHING to do with how big or small your business is. The determining factor if you’ll benefit is your AVERAGE TICKET and this isn’t a “Heartland” thing, this is no matter who you process with. Basically if your average ticket is at least $13 or higher, you WILL benefit from the reductions. There is no maybe about this, it’s fact. So there you have it. I haven’t given you any “company line” and everything I’ve said can be verified. Please feel free to ask any other questions and I’ll be glad to help if I can.

        • Ex Heartland Rep

          Hi Barbara, It is unfortunate that you had a bad experience with Heartland because of the representative. I sold for Heartland for many years and I can assure you that Heartland had always treated my customers fairly and professionally.

          I’m no longer with Heartland so I don’t need to put forth any company line so I’ll just say it like it is. The Heartland representative that you dealt with was obviously untrained and probably unethical. Yes, even the most ethical companies can hire people who turn out to be unethical. In this case, you should have sent a letter of complaint directly to the corporate headquarters regarding this representative. Heartland will terminate unethical representatives.

          Now I’ll answer the question your probably wanting to ask. Why did I leave Heartland? I found a better position with another company that better fit my personal goals.

          In conclusion: Is Heartland an ethical company? I believe it is. Is Heartland the ONLY ethical company? No, there are many other ethical processors out there – you just need to do your homework.

          • Michele

            Hi Ex Heartland Rep.

            I have been in real estate sales for several years and then in Mortgage Underwriting for the past two years. I am not considering to go back into sales but really did not want to go with a 100% commission sales. I’m needing advice from a previouse Heartland Red. Is there money to be made and are they competitive in their pricing and programs? Is there a better company out their?
            Thank you.

  • S. Florida restaurant owner

    I’m with Christine’s and Eric. I suppose anyone can have a bad exp. but they have been fantastic to me. I finally understand interchange and what my costs are for taking credit cards. They are transparent and fully disclose their profit every month and have simple statrements to read. They also have wonderful online tools to help me see my transactions, statements, ACH’s, etc… Their call center in America is probably the best call center I’ve ever experienced. They pick up the phone immediatly and help! I dont think I’ve ever called another company that picks right up and says how can i help you. Amazing. I hate waiting and then getting transfered once I finally get through.

    I also do payroll and marketing with Heartland. I’ve only had one issue with their payroll buit it was resolved quickly and professionaly. The marketing I’m most excited about. My rep helped me pass out some preloaded promotional marketing cards and I had 7 come back in the fisrt week! One person brought a party of 8 and spent $350. The best part is that they had never been in my restaurant and now they are a new customer! In fact, most of the 7 had never been in! Awesome!

  • small business owner

    CHECK YOUR STATEMENTS! I though they were great also and would have recommended them. When I was set up I was priced at 15 basis points above interchange rates. Without notice (not even on a statement) they raised me to 35 basis points…a 133% increase! This went unotice for some time (shame on me) as it is tucked in the middle of the statement. When I inquired with my rep as to why my monthly average discount was up he suggested it was because we began accepting Amex. As the notice in the earlier post indicates, reps are all notified of rate increases. Since discovering the pricing change and contacting my rep, I have had nothing but stories and excuses and he never follows up. I have had to continually contact him to try to get a resolution. After arguing with them for over 2 months they are willing to price me at 25 basis point even though their price sheet shows I should be at 17 basis points. They’ve overcharged me thousands of dollars and will not reimburse me for the overcharges.
    Heartland’s 3 year contract does not say they won’t raise rates, it says that if you change processors before the 3 year term is up, you have to pay a termination fee.
    There are plenty of other companies that offer cost plus pricing, and needless to say I won’t be using Heartland any longer. I’m finding much lower rates than what Heartland offers, I’m getting quotes at 6-10 basis pts with rates guarantees and no termination fees.
    Heartland’s customer service has always been good and having a local contact has value, but not that much value.

    • Bill M.

      We had several restaurants with Heartland and we naturally had my wife run her clothing business run through them as well. Her business runs about 150,000 per year as opposed to our millions per location that we run. That said, they raised her rates from what she was signed at by not only doubling her fees but also adding a $79.00 monthly service and regulatory mandate fee. Her effective cost tripled and was over 4.50%! Our representative had left the company before this happened so it would be easy to pass blame but they claim it was due to not performing enough volume? Really, in a declining economy, when she is put with our 17 million dollars of business and after the proposed Durbin savings that you have given, you add $10.00 on to each of my businesses as well per month another $120 per year, a hefty junk fee, similar to a PCI fee if you ask me, didn’t your Merchant Bill of Rights claim to preach against this. My sales rep was so great at preaching for you and against these bad practices, I can see why she would have left your company. I have taken all of businesses, all 22 million dollars and taken it to a processor who does not charge “JUNK” fees and will value a relationship a little better and not FALSIFY “DURBIN” savings like you have done on my statements recently. My accountant just went through the last 12 months of statements to analyze the statements of savings to see if what you are claiming is Durbin is indeed accurate and you are GROSSLY inflating your numbers HPS on all of our accounts!!! Do your stockholders and does the media know how you arrive at the “Durbin Dollar” numbers you are arriving at? I was just informed by your customer service when asked that this is a “guesstimate” based on the industry we are in? I guess you didn’t factor in our rate increases.

      • Heartland Rep

        Bill you are not correct about Durbin being false. It’s a VERY easy number to figure and it can’t be inflated. If you’re a restaurant just look at your statement with Heartland and look for regulated debit. That rate is .05% + $.21 a trans. The rate before Durbin went in effect for restaurants on debit cards was 1.19% and $.10 a trans for Visa and MC no matter who the processor was as this is true cost. This applies to debit cards that were issued from banks with more than $10billion is assets only (regulated debit). So there’s NO WAY your accountant could have accurately figured these numbers out for the past year seeing as how this just went into effect Oct 1st and there’s no way he would have known what cards were the regulated cards and what weren’t. Now it would have been easy for you to figure it out because it shows you on your statement each month how much you saved for that month because your savings it automatically calculated and again, it’s NOT inflated as you can EASILY do the math yourself to see that.

    • Heartland Rep

      Allow me to help clear up what probably happened. Heartland will NOT just randomly increase someones pricing for no reason and if an increase has to happen you WILL be notified. You yourself said you hadn’t been paying attention to the statements so it’s very possible you missed the notice. The only time Heartland will raise their profit is if the account isn’t producing the volume they either said they were going to do or they suddenly had a large decrease in volume. Think of it this way, if you tell US Foods you’re going to be buying 200lbs of beef so they sell you beef at that price and then realize you’re only buying 100 lbs, they aren’t going to be making any money.

  • Christine's Cakes and Pastries

    We have been with Heartland since 2009 and I love the company! We have never had any problems with customer service or our processing credit cards, our system has NEVER gone down on us. I have had to call customer service 2 times in that time and once was changing the header script, and the other was the scanner never settled itself. Both calls were handled promptly and professionally.
    I would recommend them to anyone, our company has saved several thousands of dollars compared to our previous processing company.

  • Eric

    I have been with Heartland for 7 years and would not think of changing. I am never “happy” with my credit card bill, but I know I am paying a competitive rate and the few times I had to call the service center I talked to a human being from the United States. I did not wait on hold for eternity and my issue was corrected quickly ( it was not a big issue). Also, no PCI fees or fees that are not understandable.

  • Unknown

    You need proof Heartland does not raise rates. If your business does not do well Heartland WILL INCREASE YOUR RATES!!!


    Historically, we have handled our re-pricing efforts as projects, instead of as a part of our ongoing business practices. Effective immediately, we will be reviewing and re-pricing accounts on a more regular basis. As announced on the October News & Views Call, our next pricing adjustment – for under-performing merchants – will be effective 12/1/10.

    Our pricing criteria is as follows:
    • Pricing initiatives will include merchants across our portfolio, who are processing at less than 90% of their expected volume/average ticket (as indicated on their initial merchant processing agreement).
    • Merchants will be re-priced to the average midpoint of each Gross Margin range for their actual processing activity.
    • Pricing changes will include: moving merchants under $50K in actual volume to the SMP model; adding or adjusting the merchant’s fees (i.e., transaction fee, basis points, monthly service fee, etc.); etc.
    • Merchants will receive notification of this pricing increase via a message on their processing statement.
    RM notifications:
    • Active RMs will receive their account portfolio listing via email. The email will provide the pricing specifics for each impacted account, and will provide instructions on how to request exceptions. Please note: Emails for the 12/1/10 initiative will be sent out later this week.
    • Terminated RM accounts will be forwarded to the Regional Director for review.
    • Pricing changes will be performed systematically, and notes will be added to all re-priced accounts.
    We recognize that this may not be a popular step, but it is a necessary one in order to continue to ensure that our merchants are priced fairly for their business volumes.

    Thank you –

    Executive Director — Service Quality

    • HPS Rep

      And? Is Heartland not allowed to make a profit? If you have a special price from your vendor based on how much of that product you’re buying and then the amount you buy drops a lot, why should the vendor take the loss because YOU aren’t buying as much as you were before??? The pricing this this industry is VERY slim so if your pricing is based on numbers you said you are doing and those numbers drop, it’s unfortunate but how or why should a company give you the same pricing when you’re not doing those numbers anymore??

  • KatWG

    Are you kidding me? Heartland does not raise any rates. Heartland is the only company that has full disclosure and full transparency of their rates and guarantee. Heartland is also the only company that passes through the wholesale rates for all the card brands. Nice try, find some proof and reply. Rates never rise because we give the 3 year rate guarantee that our fee will never be raised or hidden. All other processors have a Surcharge and Summary section to hide the extra fees they charge to increase their profit that has nothing to do with the card brands. Just the greed of unscrupulous processor cheating merchant out of their profits.

  • Jim

    Do not deal with this company. They are not ethical. Their rep made many promises–none kept. He took two terminals and a case of thermal paper to sell for me–never received a cent. I had to pay $104 to get rid of this company. RUN if Heartland contacts you. They are crooks.

    • KatWG

      This sounds like a competitor leaving this comment. Post the name of your company. If you called our customer service, which you did not mention you would have had your complaint resolved.

    • HPS Rep

      That makes total sense Jim, you deal with one rep that admittedly doesn’t sound like he did the right thing so the WHOLE company must be bad? If I have one bad meal at a restaurant that means all the food is bad. I get pulled over and have a jerk of a cop then that means all cops are bad? Please use adult reasoning. Even the best of companies can have some bad apples.

  • Small Business Owner

    BUYER BEWARE!!! Heartland Merchant services is not a reputable company. Their customer service reps (untrained or willingly lie to your face) will lie and tell you anything to get an account. I wasn’t able to use my debit card for 3 days after the initial setup because the rep didn’t know what she was doing. After the first month, I realized the wrong (higher) rates were setup on my account and it took a weekly call for 6 weeks before the rate was changed!!! Are these guys that busy or just plain clueless or scam artists?

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