ComplaintsforSekure Payment Experts

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sekure merchant solutions ************ completely misled me to believe the only service charges they charge are pd by the customer(which they charged excessive amount to my customer) I explained to them I DO NOT and WILL NOT pay any service fees I said FREE or Im not interested my business still hasnt gotten off the ground yet Cryo Works was NOT in any position to be paying monthly service fees when I have NO Revenue coming in or clients YET.It was my 1st and only customer that I was looking for free 1x credit card service 1 charge 1 time only and my customer was willing and did pay ***** credit card fee. Next thing I know theyre deducting $25 out of my bank account every month stating I agreed to it which is a lie. Why would I agree to pay any amount when I didnt have my business up and running completely? I am still learning about and how to use the machine I bought. I did give them my credit card number because they said they needed it to open me an account for the free credit card services for Cryo works but will charge the customers credit card for service fees. I canceled my credit card through my bank navy federal credit Union and received a new credit card. I called sekure merchant solutions and verbally told them I wanted to cancel whatever they claim I agreed to pay monthly. Then Last month feb2022 my bank called me saying they were trying to collect $25 out of my account using my new credit card number I just got. I never authorized I actually canceled not authorized.today mar 21 2022 I am writing a lettter to cancel the out the mail with them which was recommended by North American Bancard LLC ************ they have info/notes re:me being lied to/mislead by secure merchant solutions (NAB LLC company SMS actually goes through) I want them to quit ruining my credit, quit trying to get payments out of my bank acct. None of this makes sense why I would agree to pay them every month when Ive used their service 1x and that service fee was pd

  

  Business response

  03/29/2022

  Hi ********, thank you for reaching out to us. We are very sorry to hear of your experience, please know, this is not what Sekure stands for. This is an unusual circumstance as, Sekure merchants does not require a credit card to board new accounts. We have escalated this matter to a Relationship Manager and they are currently reviewing the details of your account setup. A member of our team will reach out to you shortly. In the meantime, if you have further questions or concerns, please contact us at *****************************************************************************.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sekure Merchant Solutions has not been transparent with me and have not yet been able or willing to address my situation with a satisfactory resolution.In short, I was promised a substantial reduction in credit card fees compared to my current process. When I received my first statement, the actual credit card fees ending up being higher. I asked to cancel my account. They asked for a few weeks to see if they could get me a better deal. They did give me a better deal however, it still wasn't enough savings to move to a non-integrated POS.solution. I asked to cancel my account, which is when I found out that they wanted me to pay a $800 early termination fee. Keep in mind that my sales rep told me that I could try this and if it didn't work out that I could cancel. When I mentioned this, I was told that I had to cancel within 45 days of signing the agreement. My original request to cancel was well within 45 days and I would never agreed to to give Sekure more time to research my options if I had been told that it would trigger an early cancellation fee.The Sales misled me to get me to sign the deal. I am asking that I be released from this contract without any early cancellation fees or any additional money beyond what I have already paid.

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They started calling me March 2021. A ********************* by the of **** ****** *********** He told me there would be NO fee's. I told him I was a seasonal business and only was open 4-5 months a year and he told me that was ok. Little did I know once I signed the paper work I was immediately give to another guy by the name of ***************************. At his point everything was "NEW" to me. **** ****** ********** called me none stop. Then all the sudden no one would answer the phone. Harder and harder to communicated with them. As I started to take credit cards at my business they would take a % from the buyer and then take a % from me as I watch my account daily.....like I had to babysit what they would do next. After complaining about them taking my money that stopped. Everything was ok while I took credit cards during each month without fee's being taken from me. Once the credit card payments stopped from my business they started taking "FEE'S" from my bank account. $25 here, $15 there.....$150 again, another $25 and so on....adds up as months go by. I try to call and wait on the phone for hours and never talk to anyone. At this point I'm not using the card at all and every month they are taking fee's out from my account. several months go by and I finally got someone on the phone and told them I want to close my account Another month goes by and nothing is cancelled and yet fees are still being removed. Several months go by with me calling and telling them to close my account and they do nothing. Hundreds of $$ are taken from my account that I haven't used for months. Finally got ahold of someone and this time I was telling them I want this account closed! They then sent me a email wanting me to sign another document agreeing on a $650 closing fee?? What!Yes I have my bank involved but the problem is they change the way they take funds and its hard for the bank to stop payments. I just want this to stop!

  

  Business response

  02/28/2022

  Thank you for reaching out to us about this. Please know that we are currently reviewing the interaction during the sales process. We exist to support, not to hinder, and we are sorry to hear your experience did not live up to that. A Relationship Manager reached out to you to clarify the account setup and the fees associated, and to address any other concerns. Please reach out to us directly at ***************************************************************************** for any questions.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I did a deal with this company in 2019 to handle my merchant services, they said they would provide free equipment knowing I had remote locations. When I told them these systems dont work remotely they said to return the systems, they sent return slips for 3 systems but it was 4 systems. They said they would send 4th return slip but never did, I called and they said they would, later found out they sent to wrong email. The system is unopened and they never returned my calls. Almost 3 years later they sent me to collections and ruin my perfect credit. Pablitos tacos Merchant # ************* Im willing to return unopened system

  

  Business response

  02/15/2022

  Thank you for reaching out to us. Please note the processor only issues ERLs in the case of active accounts, however, an exception was made in this instance in the interest of customer service. Upon further **********************, it looks like a Relationship Manager reached out to your processor on your behalf and requested that your collections balance be cleared, and this has been completed and communicated to you. Please feel free to reach out to us at ***************************************************************************** for any questions or concerns moving forward.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business claimed that they would charge the customer a 4% fee to the customer for processing fee and would not be charged any other fees. I am now paying $39 a month for there terminal and a $150 regulatory fee at the end of the year. On top of the number between my register and there payment portal show a $9,447.46 difference that I was not payed. This company is a scam. I will be looking to pursue legal console.

  

  Business response

  01/24/2022

  Thank you for reaching out to us about this. I am happy we were able to resolve this for you by having a Relationship Manager clarify the account setup, and address your concerns by reviewing your reporting and deposits to ensure all funding is accounted for.Please dont hesitate to reach out to us directly at ***************************************************************************** for any questions or concerns moving forward.

  Customer response

  01/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I have have received a call about looking into the report but nothing has been resolved.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  
  

  

  Business response

  02/15/2022

  Thank you for reaching out to us about this. I am happy we were able to resolve this for you by having a Relationship Manager clarify the account setup, and address your concerns by reviewing your reporting and deposits to ensure all funding is accounted for.Please dont hesitate to reach out to us directly at ***************************************************************************** for any questions or concerns moving forward.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sekure merchants have continued to collect processing fees on my account which was closed on September 1st, 2021. To date, a total of $679.49 has been collected. My account representative cannot be reached to revisit the closing of the account and find a resolution to the monies owed back to me. This then becomes a neverending circle of charges. Please reach out to them and find out how to 100% close the account and end all business dealings with them. Thanks for the time and effort, very much appreciated!!

  

  Business response

  01/19/2022

  Thank you for bringing this to our attention. Upon further review, it looks as though the cancellation procedures with the processor were not completed. A Relationship Manager will be reaching out to you to further review this process and to better assist you with your request to close off your account. Please reach out to us directly at ***************************************************************************** for any other questions or concerns. 

  Customer response

  01/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

   

  This email is to update and terminate a complaint filed to BBB/******** against Sekure Merchants. Sekure Merchants has reached out to assist me in closing my account { Chef a GoGo ************* ************} with no termination fees, settlement fees, or any other fees associated with the agreement between Sekure Merchants and CHEF A GOGO **** I spoke with ********************************* and received an email dated January 17th,2022 detailing the closure of the account and the waiving of any termination fee or possible February 2022 processing fees for closing the account. Please consider this matter settled and the agreement between Sekure Merchants and CHEF A GOGO finalized as of the above date January 21, 2022. Thank you for your time and effort in this complaint, your care and attention are much appreciated. All the best in 2022. 
   
  Regards,
   
  *********************************** - Executive Chef / Owner
   
   
  ************ / **********************
   

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a phone call from someone who I thought worked for the credit card processing company we already were in business with. The woman (*************************************) told me our account was cancelled and we had no option but to switch credit card processing companies because we were using a product that had cbd in it during one of our services. She said that it would affect our business credit and even possibly make it so we couldnt use personal credit cards ever again. She used fear and manipulation and said there was no processing companies that would work with us but she could try one and fingers crossed that it would work. Having just started our business less than a year earlier we were in a true panic thinking this woman was actually saving us and trying to help. Little did we know she did not work for our credit card company, she worked for Sekure Merchant Solutions and somehow poached our information. All we had to do was call our and explain our situation and we would be able to use the machine we had already purchased and be completely fine. Instead we signed an agreement out of fear that said we would use payment hub and their services for credit card processing thinking that this was the only way our business would stay afloat. Cue to a few months later after paying more money for processing fees we found out we could use our old machine we tried to cancel our agreement and were told there was no way out. After reaching out multiple times and being ignored or flat out lied to about trying to lower our rates we decided to just stop using them all together and try to return the equipment to avoid further fees. This in itself was a nightmare trying to get anyone to explain how to return it. This company is a scam and I can not believe they would take advantage of two young female business owners. They should be ashamed of themselves and whoever that woman was who called and made us literally cry out of fear should be ashamed of herself.

  

  Business response

  01/05/2022

  Please know that we are taking this situation extremely seriously and have opened an investigation into the contract negotiation process and your experience throughout. What you describe goes against what we stand for; we aim to support businesses and set them up for success.
  Preliminarily, it does appear there was confusion in distinguishing Sekure and another processor early on, as we at Sekure would not have any way of knowing if an unrelated processing account was active or cancelled. One of our Relationship Managers will be reaching out to you with details on how we will strive to make this right for you in the interest of good *****************
  Sincerely,
  Customer ******************* ******************

  Customer response

  01/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is not a resolution.  We will wait for further communication from the business and hope it will be resolved soon. 
  Sincerely,
  
  ****************
  
  
  
   
  
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an unsolicited call from Sekure Merchants Sollutions in June 2021 asking if I took payments for my product online. He said that their company was offering to charge only $1 for each purchase with my customers' credit cards. I had just purchased a new phone that didn't have the connection for my Square Reader that I had used for many years and thought this was a good idea. "Only $1 per transaction," I asked again. "Yes," was the reply, I told him that I only used the product around Christmas time as it was a golf coupon book and I usually did around 30 transactions. He said that his product would be perfect. He said that he would send me one, then said he would send me two to give the other one to another business. Before we hung up, he repeated again that it was only $1 for each transaction, no other charge, and he would send me them that day, and I received it a few days later and called him back to have it explained how to use. He told me to put my credit card in and charge myself a dollar to see that it worked properly. I put it away until my first call on December 16, 2021. I checked to see that it went through the next day and it did. I checked my bank statement and found that there had been a charge of $27.92. I check former statements and they had started charging me the $27.92 back in June, although I had never used it. Each month had a charge and $42.92 on Dec. 1 even though I had never used it. I called on Dec. 27, but after 52 minutes of waiting for customer service the phone call was disconnected by them. I then did live chat and someone called back. The person said that that was there policy to charge each month. I told her that I was told that I would only be charged one dollar for each usage and that I wanted to cancel the program and give the products back. She gave me an address in ***** ******** to send the two products. I mailed them and called them. I gave them my story and they said I needed to straighten it out with Sekure Merchants

  Customer response

  01/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Secure merchant solutions has not been fully truthful about their business offered to me. When I signed up, I was under the impression that they would provide the service for accepting credit cards but soon found out that there were two other companies involved. I'm not sure if they are all one entity or not operating under different names. I was initially told that the credit card fees are charged to the customer and that I would never have to pay a fee unless I choose to absorb the 4% for my client. I specifically asked if there were any monthly fees and again I was told a resounding "NO". All fees are absorbed by the 4%. A few weeks after signing up I got my first statement with a $25 monthly maintenance fee. When I contacted secure merchant solutions they now said there is a monthly maintenance fee unless I surpass a certain amount in fees. I argued this and they offered to call me back which they have not done. I emailed them on the 13th of December asking to have my account closed and they have not replied. All phone calls go to voicemail and call is not returned. I now have an open account with Sekure Merchant Solutions, Payments Hub, and North American Bankcard. All part of accepting credit cards. I wish to have my accounts closed so that no further charges are incurred and a credit for any charges already applied in contradiction to what I was promised.

  

  Business response

  12/22/2021

  Thank you for bringing this to our attention, we apologize for the experience so far. What you described is not what Sekure stands for and an internal investigation is ongoing. A Relationship Manager should have already reached out to you to better assist you with your request. Please reach out to us at ***************************************************************************** or directly to your Relationship Manager for any questions or concerns moving forward.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩