Heritage Payment Solutions

This company is nothing better than thieves. When we signed up the salesman said we did not have to sign any contract and never mentioned any cancellation fee. We have sold our company and no longer need to have a credit card terminal. We have had Heritage since 2015. I am so unbelievably ticked that this is the way they treat their long time customers. Will be following up with an attorney.

rep of heritage solutions sold us a trial contract that he said could be cancelled at any time with no penalty.we were sold a trial contract with a paper that said we could cancel at any time.After 6 months we were not happy with the fees and cancelled contract.we sent cancellation paper and credit card machine back with a certified letter.we received a letter from a company in dallas texas affliated with heritage and they said we owed for a contract.price was almost$600.00 I called company and said we did not owe for a contract because it was a trial and could be cancelled,when I called heritage I was told the sales rep that dealt with us no longer worked for them.we put a block on our cheaking account so they could not draft out for contract but company drafted out of our account anyway using a different name.I think the first letter we received saying we owed for a contract was a company called first payment solutions affiliated with heritage solutionsDesired Settlementwe have been in business for many years and have an excellent credit rating.we would not just suddenly decide not to pay a bill if we had a long term contract.rep of heritage sold us on a trial basis.we asked him more than once could we cancel without penalty and he said yes and the paper we were given by heritage solution says so.this was spoken in front of our secretary and manager and owner.we would like a refund for the amount drafted out of our account for a contract that we could cancel at any time with no penaltyBusiness Response This issue has been resolved and the merchant account is closed! I spoke to the merchant again today and he is very happy with the resolution! I thought we already responded to this!Thank you,[redacted]Heritage Payment SolutionsXXX XXX XXXX[redacted]@heritageps.[redacted]

I am being charged for services I am not using. I used heritage credit card processing. My machine stopped working. I called and waited. The person told me two times to meet him and he did not show up. After two weeks of no card machine I had to go with another company. Now I am getting charged over $100 per month for a service I am not using. The rep did show and apologized for not showing up and I told him I had to make other arrangements.Desired SettlementIf there is a contract of any kind, I'd like to get out of it.Business Response I spoke to [redacted] on the phone today and we will allow them to close the account for no closing fee. He is going to send me a signed cancellation letter and then I will see what I can do to get this account out of collections. [redacted] seemed satisfied with the resolution.Thanks,[redacted]Heritage Payment SolutionsExecutive Sales SupportXXX XXX XXXX officeXXX XXX XXXX fax[redacted]@heritageps.netConsumer Response This company is trying to take $618.45 from my bank account. I do not know what the charge is for. No one cantacted me. Stop trying to charge me for services.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Yes, They refunded and stopped trying to take money from my account. Thank you so much for your assistance. Final Business Response I tried to call the merchant again today but had to leave a voice message. This account is closed and no fees were charge nor will be charge to his bank account for closing. As far as we are concerned this has been resolved!Thanks[redacted]Heritage Payment SolutionsXXX XXX XXXX

They charged $595 fee even though I closed my account within the contract date. Said closing letter had to be 30 days in advance.I talked with Heritage personnel about how to cancel my credit card processing with them. They stated on the phone that I needed to send a letter stating my desire to close the account at the end of the contract. They DID NOT state the letter had to be 30 days in advance. They charged a $595 fee for not canceling 30 day prior to the end of my contract.Desired SettlementRefund of $595Business Response /[redacted]/Contact Name and Title: [redacted] SaleContact Phone: XXX XXX XXXXContact Email: [redacted]@heritageps.netI'm sorry that they did not explain to you about the 30 days advance notice of the cancellation. I'm going to request a refund of the $595.00 as soon as possible. I contacted the merchant to let them know that I was working on this for them. [redacted] was very happy with my response.

Unwilling to allow me to cancel services without a $495.00 cancellation fee. Unwilling to comply.Heritage Payment Solutions wants to charge a $495 cancellation fee. They have made me go through hoops for cancellation, after requesting a cancellation more than a year ago. There is a small window to cancel the account after your three year agreement is met, and you are automatically renewed if a fax is not received. My fax was sent and my three year agreement was over, and they are now requesting another written cancellation that REQUIRES a $495 fee.Desired SettlementI would like for my account to be dissolved entirely without a cancellation fee.Business Response /[redacted]/This issue has been resolved and the merchant account will be closed for no fee and a refund of $95.00 or the annual fee will be given back to the merchant. I spoke to the merchant today and he seems satisfied.Thanks,[redacted]

Cancellation not honoredAfter several years of service, I called Heritage Payment Solutions to cancel our service and account. They informed me that I only had a few more months on the contract and it would be better to simply complete the contract. That asked me to fax in a letter requesting the cancellation of the service. I faxed the originally spoke with the rep on Sept. 3rd and faxed the letter two days later with all the required information. They said the letter had to be in by Oct 19 for a Nov 19th cancellation. They have continued to take out of my account $83.50/month claiming they have the record of the phone call but they did not receive the fax and they are asking me to prove I sent a fax in September. They are claiming that my contract is automatically renewed for another year. This is how I am treated after years of service. As all other complaints have been posted, there is "no supervisor available" and someone will get back to me within 1 business day.Desired SettlementI would like my account cancelled as I have requested back in September and a refund of all monthly fees that have been taken since Nov 19th. That's it!!Business Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: XXX XXX XXXXContact Email: [redacted]@heritageps.netI was not aware of the issue until 1/6/2015. We have submitted for this account to be closed immediately and have applied for a refund for his December fees as his account should have been closed in November and he would have received one last billing for that month. If you do not see a refund in the next 14 business days please contact me immediately. Consumer Response /[redacted]/I filed this complaint before contacting the local office in NC. This complaint on how it was handled was more directed towards the customer service of the company (I believe located in Texas). After speaking with my contact in NC, the issue has been quickly resolved by them. My account has been cancelled without any additional fees. They also have submitted for a refund for December fees that should have not been withdrawn. They have acted quickly and professionally. This matter has been settled. Final Consumer Response /[redacted]/

The equipment was provided in May 2013, we could not get it to work, spoke with our rep and canceled our service. As of 6/14 the company was notified again that we were selling the business and all contracts would be canceled unless otherwise noted. As of 5/1/16 we noticed a charge on our bank account and after much research we discovered it was for the credit card reader that never worked. we have been charged for a service that 1- would not work and 2- we canceled. I just spent almost an hour being told I would have to cancel the service again and would not be credited any money back. Furthermore if I didn't send a letter by tomorrow I would be charged a Fee of over $400! When I asked to speak with a supervisor I was told it would be tomorrow. So I have to wait to speak with someone until tomorrow but I need to agree to put something in writing today??? Also they were going to allow me to send the cancelation letter in tomorrow even though that was not a condition of my contract...so they can alter my contract but I cannot cancel a service that never worked???? This is theft!Desired SettlementI expect the service to be canceled, and some kind of credit. They can see the service was never used and I was charged for 3 years.Business Response This is the first notice that I received regarding this complaint but the merchant account was closed on 5/18/2016 and $495.00 closing fee was waived. Her signed contract on 5/21/2013 was for 3 years and contract states we need to receive the cancellation in writing at least 30- 90 days prior to her anniversary date of 5/21/2016. She has now completed her 3 year term and merchant is not do any refunds under the contract terms. This is the first I'm hearing about the problems with the terminal. If I would have been notified I would have sent her a new terminal if need be.[redacted]Heritage Payment SolutionsExecutive Sales SupportConsumer Response I contacted [redacted] Our sales rep 2 days after I received the machine to say that it was not working. He said someone would be by our office to pick it up. heritage can review the full term of the 3 years and see the machine was NEVER used. It would not work.This is nothing but robbery. Charging us for equipment that would not work. Heritage was notified. Final Business Response If the merchant would have contacted our company and let us know that she was not using the services and needed to cancel. We would have done so. The Rep on this account was [redacted] and he was not aware of the issue until recent. We will as a one time courtesy refund 4 months of fees to the merchant. But closed the account as soon as we were contacted and waived any closing fees. I will request the refunds today and they should receive it within the next 7-10 business days.Thanks,[redacted]Heritage Payment SolutionsXXX XXX XXXX officeXXX XXX XXXX fax[redacted]@heritageps.netMore Info Received From The Consumer(The consumer indicated he/she ACCEPTED the response from the business.)The check will need to be mailed to our new office address : [redacted] suite [redacted]Raleigh NC XXXXX

This company's sales practices are misleading. Once a customer they do not care nor offer assistance.When I signed up with Heritage I was assured, after repeated inquiries, by the salesman that our company would be under NO contract. I had explained that we would not switch if we had to be under contract. When we had initial set up/processing issues I was totally unable to get anyone to respond to my repeated calls. At that point, I decided to cancel their services because customer service is the intangible that makes for a good relationship. At that point I was told that we were under a 2 year contract. I trusted my salesman to tell the truth, which was a big mistake. He and this company are more concerned with money than customers. That was in 2008. When I called today about other issues, I was told that we were under an AUTOMATICALLY RENEWING contract....which I'm sure the first phone rep probably got fired for saying "auto renewal" since the "Retention Rep" wanted to know who told me it was auto-renewal. In any case, our contract renewed 2/14/2016 and runs a year. To cancel would cost $495...that $495 is the fee at any point between 2/15/2016 and 2/13/1017. And to cancel you have to send a letter during a certain time period and make very specific notations for them to oblige your request. All I can say is if you are considering using this company HERITAGE SOLUTIONS to process your credit cards, you'd better have a lawyer review the contract and not ever want anyone to return a call and by no means value customer service. Over the past 8 years it has been nearly impossible to get someone on the phone to discuss review of fees. And when you do, their guarantee of lowest fees have always gone up. I would recommend looking for another provider who is honest and cares about the customer....even if it costs more....there is value to truly offering CUSTOMER SERVICE and valuing a business relationship....and TRUTH.Desired SettlementTo be removed as a customer with no part of the $495 fee.Business Response Contact Name and Title: [redacted]Contact Phone: XXX XXX XXXXContact Email: [redacted]@heritageps.netI tried to contact the merchant by phone today! They advised that [redacted] was not in and will have her contact me tomorrow.Consumer Response I have not received closure on this complaint. I was told I could cancel at any time without paying the cancellation fee. I have tried to call to cancel and no one returns my calls. It was very nice for them to say they will cancel with no fees but unless someone answers the phone and takes the cancellation it does not out. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you for your assistance in getting this matter resolved. As of today 10/4 our company has not incurred any fees. I do trust that this will be the final resolution.Final Business Response This merchant account has been closed and should not have received any closing fees. If for some reason you receive any fees, please contact me immediately.Thanks[redacted]Heritage Payments SolutionsXXX XXX XXXX officeXXX XXX XXXX fax[redacted]@heritageps.net