ComplaintsforSekure Payment Experts

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Over the past several years our office has received numerous calls and emails from this company regarding merchant services processing. Our business has declined their services multiple times, yet we continue to receive calls and emails requesting processing statements in order to show the savings their services can provide.After the most recent declination of their services the representative for their company replied by email, ironically blaming our office for wasting their time. The representative also claimed that since they do not utilize a "call list," there is nothing that can be done to stop their contact with our office. He then essentially threatened to continue contacting our office in roughly three months' time.The continued harassment by this company seems to be the standard practice based on other complaints on this page. It appears that the only route to actually end this contact is by making a public complaint. In doing so our office requests that all phone, email, mail, or any other form of contact by this company to ours be ceased immediately.

  

  Business response

  07/22/2024

  Hello ****, thank you for sharing your experience with us. Please know that we sincerely apologize for any inconvenience to you. We have requested that your business be added to our Do Not Call list and we expect this to be completed shortly. If you wish to add any additional contact information to the request, please contact us at ******************************************************************************

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, pending no further phone, email or mail contact from this business, is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/17/24 - Received a call from this company. I spoke to them about 6 months ago and about 6 months before that. I have requested both on the phone and over email that they do not contact us again. I've never bought anything from them. I would like to be added to their do not call list, but they clearly have not added us since I'm still getting calls. I have asked at least 3 different reps to not call us anymore.

  

  Business response

  05/17/2024

  Hello *****, thank you for alerting us to this. We sincerely apologize for your experience. Sekure prides itself on helping merchants such as yourself, so please know that we are taking your concerns very seriously. We will review all communications on your file and take appropriate action, including adding you to our Do Not Call list.Please email us at ***************************************************************************** for any further assistance.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sekure just called and they were incredibly rude. Every time I inquired about the reason of the call and what they would need the male on the other end was very rude. His answers were "Man, are you the one in charge?" and he would not answer any questions. One question was " What do you need for your analysis? What do you need from us for this report?" Its like he got mad that I knew the right questions to ask. I told him that I am taking information from his call and he still did not want to communicate nicely. He then stated he would just keep calling back and asking for the person in charge. I simply stated I would be the one that answers.

  

  Business response

  05/01/2024

  Hello ******, thank you for bringing this to our attention. We sincerely apologize for your experience; what you have described is not the type of service we strive for. Unfortunately, we were unable to identify any account associated with your information. Could you please send an email to ***************************************************************************** with the business name and phone number? We would like to review what has happened and take steps to address this right away.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******************* from Sekure has been contacting me for a while. When I spoke to him about a month ago, he said he could help me get rid of a fee our company has been charged for many years even though we no longer use the services. I explained that I went through the process in 2022 and was processed the fee was cancelled. But then kept getting wrong information from people at sekure. He insisted that he needed a statement for the credit card processing we are currently using. I explained to him that was not the fee I was talking about, but he insisted he needed it. So I reluctantly sent him the statement after him pressing and being rude about it. He said it would take 48 hours to get back to me, which it took much longer. Once he sent it, he has continuously been calling my office, even though my staff has informed him email is best way to contact me. I contacted him via email on 3/25/24 and told him to no longer call my office at all and that I will review the information when I have time. He confirmed he would only contact by email. But he has continued to call and is being very pushy toward my staff. He called on either 3/27/24 or 3/28/24 and then again on 4/2/24. I want the company to have monthly fees canceled as they promised since 2022 and then I want them to stop contacting my company.

  

  Business response

  04/03/2024

  Hello ****, thank you for bringing this to our attention. In reviewing your account, we are seeing that your accounts have been closed since September 2022 with no fees assessed to you since then. If you believe these debits are tied to your previous processing account, please reach out to us directly at ***************************************************************************** with your Merchant ID so we can ********************** further. Rest assured; we have also placed you on our DNC list. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with Sekure payment experts last summer for my business, Feast ***************** to provide credit card services- I was told I was getting a "special" low rate for restaurants and that it could be cancelled at any time. However, to my surprise when I was billed I realized I had been scammed- my rates were very high! So I cancelled my account and they immediately tried to charge me with high cancellations fees. They also will not give me an RMA so that I can return my credit card machine.

  

  Business response

  02/23/2024

  Hello *******, thank you for reaching out to us. We apologize for any trouble to you. As your broker, Sekure negotiated rates lower than those you had been paying your previous processor, resulting in savings on your card processing. Your pricing followed the same interchange-plus structure as your previous account, where card brand costs are passed through in addition to the rates you pay your processor for greater transparency. We have reviewed the file and see that the rates applied to your account were specified in writing in your signed agreement, along with the cancellation terms. Following your conversations with our team, we ultimately negotiated further savings on your account prior to you opting to return to your previous processor. We see that one of our Payment Experts had been trying to reach you to ensure that all matters had been resolved. Our team has provided instructions regarding how to communicate with your processor to resolve your balance, close your account,and return your equipment. A supervisor will also be reaching out to you to provide further resolutions. If you have any further questions, please contact us directly at ******************************************************************************

  Customer response

  03/12/2024

  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:

  Sekure payments tried to tell me how awesome of a business they are even though they have the same reviews online that I am complaining about- i.e. basically sekure lies about rates and fees.  Sekure says I should have read the fine print on our contract :/  They did give me an address I could send the cc machine back to.  However they still won't close my account and are still trying to charge me fees they told me didn't exist when I opened the account. 

   

   

   

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

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

  Customer response

  03/12/2024

  Sekure refuses to close the account unless I pay them money- see the email attached.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sekure Payment Experts called our office to try and get us to switch our payment system over to them. The sales lady started to get pushy asking for reports, numbers etc. and I told her that we were not interested and hung up. She proceeded to call three more times trying to get me back on the phone, AFTER I had told her never to call this number again.

  

  Business response

  01/22/2024

  Hello *******, thank you for reaching out to us. We are sorry for any trouble to you and are taking your concerns very seriously.We are closely reviewing the interactions on your file and your contact will be added to our Do Not Call list. Please email us at ***************************************************************************** if you have any further concerns and we would be happy to assist.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company began calling on 1/10/2024 to offer their credit card processing services, and after repeatedly declining their calls they continue to call. We are not interested in their services and request that they cease contact with us immediately.

  Customer response

  01/12/2024

  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

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This credit card processing company promised that there would be no fees if no credit cards were processed. I asked several times because we are a one person business and do not run many credit cards. They assured me this was the case. They also promised a 1.5% processing fee. Since we began processing with them Feb 2023 through today, we have processed $ ******* and have been charged ****** in fees. I have had to call and email several times and they refunded back $350.72 between March and April 2023. Based on the amount we processed of $ ***** and the fees they have charged minus the refunds, they are charging us 28% in processing fees. This is absolutely ridiculous and I am tired of emailing them and calling them to get resolution to this issue. They had also promised that we could get a $ 250 gift card for referring someone. We never got the gift card and neither did the company we referred and they are also being charged fees that they should not be paying for. Our company name is On ************* Auto Repair.

  

  Business response

  01/08/2024

  Hello *********, thank you for advising us of your concerns and we sincerely apologize for any inconvenience. Sekure strives to provide merchants with the information they need to make informed decisions.This includes ensuring that fees are outlined in writing before merchants sign off on them. We see that the pricing in your signed agreement was applied to your account. Furthermore, the conditions of the referral program outlined do specify that the referral must sign up, which unfortunately, doesnt seem to be the case.  With that said, we take your concerns very seriously and would like to ensure that your concerns are addressed. Our team will reach out to you to come to a resolution. If you have any further questions or concerns, please contact us directly at ******************************************************************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We own the oldest shutter business in **, 52 years. We sold a job on Dec 15/23, ran the deposit for $16,195 (50% of the order) we collect the balance at installation which is about 6 weeks. Our credit card transactions are deposited the following business day as long as we run them before 5:00PM. This transaction was ran at 11:51AM At 2:00 I received I call from the at risk department following up on the transaction we ran. They requested we send in supporting documents because we were over or daily transactions amount of $9500. They asked for the transaction receipt, a copy of the contract with the customers address & phone ************ last 3 months of our business bank statements! So I sent them before 2:30PM. On Monday Dec 18/23 our business banker notified us that $649.63 was debited from Sekure Merchant for the transaction fees for the charges of $16,195.00 from our sale on Friday. However, the transaction amount was was not!! I called the rep I spoke to on Friday, of course got someone else. He proceeded to tell me they need to review the transaction for security/fraud **************** customer needs to call them to verify his identity!! I asked how is it that they can pull their fees from the transaction BEFORE verification? The answer I got was its automatically billed. They got paid, charged us the ********** wont release our money! We asked to speak to a supervisor/management on several occasions and were told they were all busy & unable to speak to us! Its now Wednesday Dec 20/23 & the funds are still not in our account! Our customer called them on Monday confirming his identity. As they requested. They have all the documents they requested. Now theyre trying to say theyll release partial of the transaction & the remainder when we complete the order! Thats the deposit of the order, thats the cost of the deposit to build the order, we are collecting another $16,195.00 when the order is completed for the balance. The total of the order is $32,390.00

  

  Business response

  12/22/2023

  Hello ********, thank you for contacting us. In reviewing your account, we see that your account is setup with a daily discount frequency, which allows the processor to withdraw processing fees from transaction amounts before depositing the remainder, as per your authorization to the processor directly in March of 2022. Since the transaction processed was above your agreed High-Ticket limit, the processors risk department needs to complete their due diligence before completing the release. We see that you are working with our Payment Expert who is facilitating this relationship with the processor to provide an expediated resolution. If you have any questions, please feel free to email us at ***************************************************************************** and we would be happy to assist.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a terrible experience with Sekure Merchant. Despite signing up with them on September 19th, 2023, I found out just two weeks later on October 3rd, 2023 that they had attempted to withdraw $35 from my account. To make matters worse, they seem to be running some sort of identity theft or Ponzi scheme using their customers' personal information and money. Dealing with them has been incredibly stressful and unprofessional. Not only that, but they also convinced North ************* to place holds on my account so they could charge me with ridiculous fees. I possess email evidence that reveals how North American Bancard held my money and only released it after I provided them with my personal information. Sekure has confirmed that they act as the Broker for this merchant. Additionally, my emails demonstrate that Sekure was aware of the account hold placed on my account. Overall, I highly advise against doing business with this company, as they seem to have no regard for their customers or their financial well-being. After reporting this to the Better Business Bureau (BBB), you should also contact the ************** of ************* ****** ************************ (FTC), and your state's ************************** This company is clearly engaging in deceptive practices against consumers.

  

  Business response

  11/13/2023

  Hello ****, thank you for bringing this to our attention. We sincerely apologize for any trouble you have experienced. Rest assured that both Sekure and any processor we work with handle any personal and business information with the utmost care and confidentiality. Please know that as your broker, Sekure does not have access to your bank account and has not billed you nor had any involvement with holding funds. However, as your broker we did help facilitate communication with your processors Risk department,which acted as per processing industry guidelines. Any billing, as well as overall administration of your processing account, would have been from your card processor as per the terms of your signed merchant services agreement.Sekure had no input whatsoever on the processors decision to close out your account. Please email us at ***************************************************************************** if you have any further concerns and we will follow up with you.

*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. ↩