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Client HPOS Frequently Asked Questions

Why was I not charged?
Over the past several months, we have experienced sporadic system issues which have led to
an underbilling of certain accounts. We are rapidly addressing these issues and are in the
process of implementing new processes and system integrations to improve your billing
experience. We apologize for any inconvenience to you and your business.

Can you provide an explanation of the charges?

Yes. We have provided a detailed statement outlining all charges for your account which will be
provided to you via email on July 16 Please contact us at ​(833) 844-4767, Option 3 or
accounting@heartland.us​ if you cannot find the detailed billing statement or if you need
additional information.

Will I be responsible for the entire past due amount?

Yes. These charges were agreed upon in your original contract. We unintentionally underbilled
you for services we delivered and are now collecting past due monies owed for your account.

What are my payoff options?

You have the option to pay the amount in full by 7/31/20 and receive 10% forgiveness on the
debt, or you can pay in installments which will be deducted on the 5th of every month between
August - November.

Can you please provide invoices?

Yes, we have provided a detailed statement for your account via email
(billing@globablpayment.com).

Will you be willing to negotiate balance?

We want to work with you to find the best solution for payment. You have the option to pay the
amount in full by 7/31/20 and receive 10% forgiveness on the debt, or you can pay in equal
installments which will be deducted on the 5th of every month between August - November.

We have cancelled our contract. Why are you now looking for payment?
The amount owed is for services already delivered prior to cancellation. Unfortunately, your
account was erroneously underbilled y and we are now collecting past due monies owed.

Will you be turning off service for past due?

We would prefer to partner with you to collect on outstanding monies due as a first step.

A ​Global Payments ​Company ​ 2020 Heartland Payment Systems, LLC

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Dealer HPOS
Frequently Asked Questions

How do we address our merchants and what type of explanation can we provide?
We recommend that you reach out via your normal channels to ensure understanding of the
issue and options for collection.

Heartland POS experienced system issues which led to underbilling for their customers.

By Friday July 17th, impacted customers will receive an email notification with a detailed
statement reflecting what has been billed and outstanding amounts. Customers have the option
to pay the amount in full by 7/31/20 and receive 10% forgiveness on the debt, or they can pay
in equal installments which will be deducted on the 5th of every month between August -
November.

Heartland POS strives to be a trusted partner to help its customers thrive. We are rapidly
addressing these issues and are in the process of implementing new processes and system
integrations to improve your billing experience.

How does this underbilling affect my commission and effects?

At this time, your commission has not been affected by this issue. All commissions have been
paid as if these fees were collected when originally due. If your merchant chooses the early
payment method, the 10% savings will not be deducted from the amount you have paid.

If we are not able to collect the amount owed, any commissions you have received will be
deducted and merchant services will be shut off, resulting in the loss of commissions from that
point on.

​ lobal Payments ​Company

AG ​© 2020 Heartland Payment Systems, LLC