X  |  CLOSE
Report: #686594

Complaint Review: Heartland Payment Systems - Princeton New Jersey

  • Submitted:
  • Updated:
  • Reported By: Vuong Le — Houston Texas USA
  • Heartland Payment Systems 90 Nassau Street Princeton, New Jersey United States of America

Show customers why they should trust your business over your competitors...

Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Like David from Austin, I was promised a very good rate when a sales rep approach me to switch. Before I made the switch, the rep showed me a comparison of their "very conservative" estimate vs. what I was payment at the time. She assured me that I will be saving a lot of money. When they made the switch, I was not able to use my debit card for 3 days because the rep didn't submit the paperwork in time. Then my pin pad wasn't working because they programmed the pin pad wrong.

When I receive my first statement, the rates were much higher than what we agreed on. I left multiple voice mails and text messages and was given excuses like "I was out of town", "something came up", etc. It took a 6 weeks (that's right, 45 days!!!) of constant hounding before my rates were changed. Keep in mind, my monthly expenses has gone up 25% since the switch.

I finally got fed up and switched back to my former service provider and received a cancellation notice from them after 1 month of inactivity (that's right, I did not kick off the cancellation process). The letter also states that they took $295 from my bank for cancellation fee. When I called the 888 number on the letter, I was informed that the rep was no longer with the company and it's my responsibility to check in to know who my rep is!!! The person on the phone also told me that whatever the sales rep told me before I signed the contract is no longer valid because she's no longer with the company. For example, the sales rep told me that the cancellation fee will be pro-rated if I decide to cancel the contract. Well, that was a LIE!!!

As a small business, we need to weed out crooked company like this. Folks, if you are approached by this company or is being services by them make sure to check your rates and your bank account.

This report was posted on Ripoff Report on 01/25/2011 11:48 AM and is a permanent record located here: https://www.ripoffreport.com/reports/heartland-payment-systems/princeton-new-jersey-08542/heartland-payment-systems-buyer-beware-they-will-lie-to-your-face-princeton-new-jer-686594. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Report & Rebuttal
Respond to this report!
Also a victim?
Repair Your Reputation!

Updates & Rebuttals

REBUTTALS & REPLIES:
3Author
9Consumer
0Employee/Owner

#12 Consumer Comment

Makes sense

AUTHOR: Mike - (United States of America)

POSTED: Thursday, April 07, 2011
When I receive my first statement, the rates were much higher than what we agreed on. I left multiple voice mails and text messages and was given excuses like "I was out of town", "something came up", etc. It took a 6 weeks (that's right, 45 days!!!) of constant hounding before my rates were changed. Keep in mind, my monthly expenses has gone up 25% since the switch. 
I finally got fed up and switched back to my former service provider and received a cancellation notice from them after 1 month of inactivity (that's right, I did not kick off the cancellation process). The letter also states that they took $295 from my bank for cancellation fee. When I called the 888 number on the letter, I was informed that the rep was no longer with the company.

It makes sense that the rep is no longer with the company based on the details provided above regarding your experience. As a business person I would not allow an individual to remain one of my employees with this type of displayed behavior. At least the company realized this and you didn't find out the rep still worked for the company and continued to ignore you.

I would follow the advice and contact the person that has posted his/her contact info and see what they are willing to do for you. It can't hurt and a phone call will more than likely take much less time to carry out than it did for you to read and reply to all these posts. It can't hurt, but it could help. Why not give it a shot and see what happens. It could help you make $295 of your hard earned money back by making a simple phone call. I would immediately let them know where & who referred you to him/her as well.

Just a thought. Good luck!!!!
Respond to this report!

#11 UPDATE Employee

Definitely NOT the norm!!

AUTHOR: Very Proud Heartland Employee - (United States of America)

POSTED: Thursday, March 24, 2011
I, too, am an employee of Heartland. While I do not possess the seven year tenure of the previous Heartland poster, I have been with Heartland long enough to know that this situation is not normal, nor acceptable by our company.

Unfortunately, as with any company of Heartland's size, there will always be employees who either don't take the time to adequately prepare their presentation so as to address the merchant's concerns and explain the solutions in such a way that there is full understanding.... OR, the representative simply chooses not to adhere to Heartland's very high ethical standards. Either way, these employees do not survive long term with our company.

While I am not in Rod Barnes Division, I do know him personally. My suggestion is to take him up on his offer to help you resolve this situation. As he stated, we take these allegations very seriously and pride ourselves on the fact that very, very few complaints are waged against our company. We are not perfect, but we WILL do everything within our power to right a wrong, whether it was intentional or by mistake. My guess is that this was simply a situation of either miscommunication between the merchant and the Relationship Manager or inadequate preparation on the part of the Heartland representative.
Respond to this report!

#10 UPDATE Employee

not the norm

AUTHOR: never gone - (United States of America)

POSTED: Thursday, February 24, 2011
I can understand your frustration but I can tell you as someone that has worked for Heartland for over 7 years, this is not how we do business. As I would hope you'd understand mistakes can happen but there's no excuse for poor service...period. I know you'll think I'm just saying this because I work with the company but think about it, Heartland has over 250,000 merchants processing with them nation wide and here on ripoff report, there are 6 complaints. Again I do apologize you're not happy with how you were treated but you'll see, they will get back to you and it won't be ignored.
Respond to this report!

#9 Author of original report

Additional Info Requested

AUTHOR: Vuong Le - (USA)

POSTED: Saturday, February 12, 2011
I received a request for additional infof about my account and have supplied the requested info early last week. Still waiting for a reply.... Are they always this busy? Have too many complaints to work through? or just don't care???
Respond to this report!

#8 UPDATE Employee

More information

AUTHOR: HeartlandPaymentSystems - (United States of America)

POSTED: Friday, February 04, 2011

Jacob,



As you know, employee turnover is a business reality that Heartland like all other organizations must face, and we do our best to minimize any inconvenience for our merchants. Without knowing more specific information about the situation at hand, we cannot comment on details of the agreement.



Vuong Le,



We remain eager to speak with you about this situation. If you are interested, please contact Rod Barnes, a local sales leader in your area, at 713-975-8557.

Best regards,
The Heartland Payment Systems Team
Respond to this report!

#7 Consumer Comment

They're On The Hook

AUTHOR: Jacob - (USA)

POSTED: Thursday, January 27, 2011

They did, indeed, lie to you when they said that the comments of their former employee are no longer binding. The employee was an authorized agent of the company at the time of the deal, and the company is still stuck with the deal now. The only thing you can conclude from the fact that the employee is no longer with the company is that they are a shady operation who either can't hold onto employees or hires people who aren't trustworthy.

Respond to this report!

#6 UPDATE Employee

Full disclosure

AUTHOR: HeartlandPaymentSystems - (United States of America)

POSTED: Thursday, January 27, 2011

Vuong Le,

We're sorry you experienced a frustrating situation with your local

representative. Unresponsiveness as you described is unacceptable and

we do not tolerate it.

In regards to your rate, there are several factors that can affect your

processing rates, including card types and processing volume, among

others. We apologize if your representative did not fully explain all

of the details to you. We work hard to educate merchants about the

complexities of card processing and take full disclosure very

seriously. We believe all merchants should know exactly what they're

paying - and to whom - so they can control their card processing costs.

To clarify, proration of the early termination fee is possible -

depending on the account in question. We're eager to speak with you

about this situation. Please contact Rod Barnes, a local sales leader

in your area, at 713-975-8557 if you would like to discuss.

Best Regards,

The Heartland Payment Systems Team

Respond to this report!

#5 Author of original report

NOO

AUTHOR: Vuong Le - (USA)

POSTED: Thursday, January 27, 2011

I meant I was not able to process debit card using the pin pad.

Respond to this report!

#4 Consumer Comment

Residency fee

AUTHOR: kittyfoster - (United States of America)

POSTED: Wednesday, January 26, 2011

If you are an H as of 9-2010 you must prove that you plan to permanently reside in California and have been a resident for at least one year (as of 09-2009). If you changed from and H status to F-1, you cannot claim California residency, as F-1 students are here to study and then go back home to their country.

Respond to this report!

#3 Consumer Comment

Nooo

AUTHOR: coast - (USA)

POSTED: Wednesday, January 26, 2011

You said "I was not able to use my debit card for 3 days" My question was, how is your debit cardrelated to the merchant credit card terminal?

Respond to this report!

#2 Author of original report

Pin pad

AUTHOR: Vuong Le - (USA)

POSTED: Wednesday, January 26, 2011

The pin pad is connected to the credit card machine terminal. Each service provider has their own software encrypted on the pin pad to talk to the machine. If the pin pad is not programmed correctly, it won't work.

Respond to this report!

#1 Consumer Comment

question

AUTHOR: coast - (USA)

POSTED: Tuesday, January 25, 2011

How is your debit card related to the merchant credit card terminal? The terminal is for you to process your customer's debit and credit cards.

Respond to this report!