- Report: #749423
Complaint Review: Heartland Payment Systems - Princeton New Jersey
Reported By:
All the TIme Auto Inc. -
JAcksonville, Florida, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Heartland Payment Systems
90 Nassau Street Princeton, 08542 New Jersey, United States of America
Phone:
1-877-288-0527
Web:
http://www.heartlandpaymentsystems.com/
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Heartland Payment Systems Ripped our Compnay off Princeton, New Jersey
It all started when we were with Intuit payment systems. We use the Enterprise Addition of QuickBooks and we were with them. We were not excited about their customer service and started looking for another merchant account.
We found Heartland Payment Systems on Merchant Maverick.com and they had a good rating and also promised deposits in 24 Hours.
When we contacted Heartland, they sent out a salesman by the name of David Paton. I have been in this business for 5 years so I understood that I needed to go over our volume, chargeback rate, and return percentage before I made a decision. This was in November of 2010.
We explained to David Paton that we need the ability to process $100,000 a month, that we sometimes had about 2% chargebacks in a month, and our return were from 10-15%. I explained to David over several weeks that I did not feel comfortable using Heartland if I did not know what volumes and percentages were ok. I was reluctant to do business with Davis because I could tell he only was concerned with making a sale. HE told us several times not to worry about volume, chargebacks, or returns. I asked him if it was ok and if Heartland would hold our customers money or shut down our account if we had these percentages and volumes. He said to us at least 25 different times, Bill we will not hold your money, and Bill you can trust us.
After I was with Heartland for about four months the risk department called me and wanted to hold $1500.00 for a retrieve we had where the bank wanted to see our invoice. We had already delivered this engine and our chargeback rate at the time was less that 1.0%.
I explained to the risk department that David Paton had promised us that Heartland would not hold our customers money several times and I felt like I was lied to. I believe I made someone mad in the risk department at this time. Three days later Heartland held $25,000 of sales and shut our account down. At this time out chargeback percentage was less than 1.0%
I then spoke with Mike hall in the risk department whom is the Manager of the Risk department at Heartland. He said that they shut us down for these reason.
-Because the volume we were doing is not what we were set up for
-Because of the amount of returns
-Because the amount of Disputes
It turns out that Davis Paton only set us up for $490,000 a year in processing volume and we were under the impression that we were set up for 1,200,000 a year. HE also lied and put on our application that we had 15 employees and 5 employees in training which is a complete lie.
We did get a lot of chargebacks after Heartland shut out account down because we had no way to refund the customers all the money that Heartland held. He also told me that Heartland would hook up with our website shopping cart and he was just waiting on the IT people to hood it up and now I see that he put on my application that I did not want HEartland to hook up to my shopping cart. He put on my application that I wanted to stay with intuit for my shopping cart which was anohter lie.
Since then we have been using check by phone and cannot get a merchant account because Heartland has not put us on the TMF list. They have now lied and said that we have a high chargeback rate which is a complete lie.
We found Heartland Payment Systems on Merchant Maverick.com and they had a good rating and also promised deposits in 24 Hours.
When we contacted Heartland, they sent out a salesman by the name of David Paton. I have been in this business for 5 years so I understood that I needed to go over our volume, chargeback rate, and return percentage before I made a decision. This was in November of 2010.
We explained to David Paton that we need the ability to process $100,000 a month, that we sometimes had about 2% chargebacks in a month, and our return were from 10-15%. I explained to David over several weeks that I did not feel comfortable using Heartland if I did not know what volumes and percentages were ok. I was reluctant to do business with Davis because I could tell he only was concerned with making a sale. HE told us several times not to worry about volume, chargebacks, or returns. I asked him if it was ok and if Heartland would hold our customers money or shut down our account if we had these percentages and volumes. He said to us at least 25 different times, Bill we will not hold your money, and Bill you can trust us.
After I was with Heartland for about four months the risk department called me and wanted to hold $1500.00 for a retrieve we had where the bank wanted to see our invoice. We had already delivered this engine and our chargeback rate at the time was less that 1.0%.
I explained to the risk department that David Paton had promised us that Heartland would not hold our customers money several times and I felt like I was lied to. I believe I made someone mad in the risk department at this time. Three days later Heartland held $25,000 of sales and shut our account down. At this time out chargeback percentage was less than 1.0%
I then spoke with Mike hall in the risk department whom is the Manager of the Risk department at Heartland. He said that they shut us down for these reason.
-Because the volume we were doing is not what we were set up for
-Because of the amount of returns
-Because the amount of Disputes
It turns out that Davis Paton only set us up for $490,000 a year in processing volume and we were under the impression that we were set up for 1,200,000 a year. HE also lied and put on our application that we had 15 employees and 5 employees in training which is a complete lie.
We did get a lot of chargebacks after Heartland shut out account down because we had no way to refund the customers all the money that Heartland held. He also told me that Heartland would hook up with our website shopping cart and he was just waiting on the IT people to hood it up and now I see that he put on my application that I did not want HEartland to hook up to my shopping cart. He put on my application that I wanted to stay with intuit for my shopping cart which was anohter lie.
Since then we have been using check by phone and cannot get a merchant account because Heartland has not put us on the TMF list. They have now lied and said that we have a high chargeback rate which is a complete lie.
1 Updates & Rebuttals
TIm
Anywhere,Florida,
Do your research
#2UPDATE Employee
Fri, February 07, 2014
First off I would like to say that merchants don't just get put on the TMF list for just anything. This tends to be due to a more serious matter.
Also if you do your research on the company in which filed this compaint on both the BBB and Ripoff report you will see complaints in which may give an explanation on why Heartland Payment Systems took the action in which they did in regards to this merchant.
In this specific case even in the years since this complain was filed there seems to be a very common issue with All The Time Auto in regards to product delivery after the payment was taken. Some of those complaints include NEVER RECEIVING the product. Which if the customer does not receive the product they will more than likely initiate a chargeback with the merchant....I would! Once a merchant continues to have chargebacks like any financial institution the company must protect themselves from being "stuck holding the bag."
As an example a Scam artist sets up a company that appears to be legitiment and begins to take payment for products in which are delivered after payment and in fact never have intention of sending the product. Then before the customer has a chance to file the dispute the merchant closes their bank account and skips town the payment processor is repsonsible for the money in which was owed to the customer for the dispute. This happens every day across the U.S. So whenever a company has an excessive chargeback issue the servicing institution must protect themselves.
In fact All the time Auto at the time of the order does not have the product in there posession. They are basically a parts broker and once the secure your payrment will go and attempt to find it. Obviously the issue arises when they cannot find the product and don't want to refund the customers money.
So when David initially said a hold would not be required in the begining even when you discolsed what "you thought" were your chargeback percentages that very well could have been true. But when you continued to have chargeback issues which were clearly in abundance and excess of what you stated then that is when things begin to change. Judging from your reviews as well I believe it would be safe to say that this remains an on going problem for you.
Heartland upholds the highest of standards in the payment processing industry and is an advocate for merchants.
(My Opinion)
So in conclusion I (my opinion) would say that the action was taken was to protect Heartland and in fact the issue at hand remains with you and the way you conduct business. I am basing that statement purely off the fact that it still remains that your own companies complaints stem from a reason why a financial institution would require a hold on funds.
Thank you for reading.
