ComplaintsforSekure Payment Experts

• 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.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Sekure Merchant Solutions on 4/29/2020, on the contract it said the monthly fees were $25 per month. I switched providers in the beginning of 2022. The new provider failed to inform Sekure Merchant but still, no credit card transactions have been processed by Sekure Merchants since January 2022. Still Sekure Merchant charged my business bank account for monthly fees every month, from the range of ***** in 2022 to ***** and ***** in 2023 and yearly fees of $499.84 on top of that each year in 2022 and 2023. When I discovered this error and contacted them on 10/17/23, they only offered to refund the last 3 months of fees. They are thieves who failed to send me monthly statements or monthly emails with attached statements. They hide their fees and the increases from customers. They never notified me of the increased fees and just kept on charging me and now refuse to refund me. I hope others are aware of their practice.

  

  Business response

  11/02/2023

  Hello ******, thank you for bringing this to our attention. We are sorry for the trouble to you and are taking your concerns very seriously. Please know that Sekure Payment Experts does not bill you in any way or have any access whatsoever to your bank account. Any billing comes from your card processor. While the details of your account fees and billing are contained in your signed agreement and monthly statements, we understand that you were left with a different impression. We see that you have been working with a supervisor from our team to address your concerns and resolve this matter. If you have any further questions in the meantime, please contact us directly at ******************************************************************************

  Customer response

  11/08/2023

  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 the business has not yet issued me a refund for the fees they charged me for services not provided. They emailed me asking for a time that they could call me and I gave them multiple time windows but they did not contact me via phone. I prefer to be contacted by email as I prefer to have in writing what they say and they have not yet contacted me via email with a solution or processed the refund they promised. 

   

   

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

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

  

  Business response

  12/19/2023

  HI ******, thank you for reaching out to us. In reviewing your account further, it seems that you were promised by your new processor that your account would be cancelled by them. Unfortunately, neither Sekure nor your processor received any request to cancel until October 2023, after which,our team promptly assisted you with the closure request, and negotiated a settlement in the interest of customer service. Should you have any proof from your processor or from your organization for any request to cancel prior to this date, please send that to ***************************************************************************** for further review. 

  Customer response

  12/31/2023

  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:

  The issue with this vendor is more than just cancelling the monthly charges, the issue is the lying from the beginning, from emails received from the sales person stating what my monthly fee would be and that there would not be any yearly fees or increases and to having them charge my account for a much higher monthly fee than originally disclosed and within a couple of months of me signing the contract.  They lied, they hid their fees, they did not mail me paper disclosures and changes in their fees schedules. 

  There needs to be change in this industry to protect the consumers from companies like Sekure Merchants. 

   

   

   

   

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

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

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in March 2023 I was cold called about switching over from my current processor to Sekure. I was told my fees would be lower and I was told there was no contract. I ended up switching over, which was a huge mistake. I have spent the past 4 months going back and forth with a customer service representative because the fees I was actually charged was a lot more than what I was paying before, and what I was originally quoted. I also had charges show up that I was not notified about. I was told recently by the account representative that there was no contract, and then I get an email of an early termination fee of $750, and something saying I was under contract until ****. I NEVER would have switched over knowing that there was a contract. That is a business practice that I strongly disagree with. This is a classic Bait/Switch scam, and they hide the devil deep in the details.

  

  Business response

  10/04/2023

  Hello *****, thank you for reaching out to us. We apologize for any inconvenience you have experienced. While the details of your account fees are contained in your signed agreement with your processor, we understand that you had a different impression. We see that you have been working with a Payment Expert to address the billing and get your account closed. Our team will be reaching out to you to discuss your account further and come to a resolution. If you have any further questions or concerns in the meantime, please contact us directly at ******************************************************************************

  Customer response

  10/05/2023

  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]

   

   This issue will probably never be resolved. I was told I did not sign a "Contract" but entered into a "Beneficial Mutual Agreement". Semantics Game. Both mean virtually the same thing, but legality-wise they are slightly different. Basically, shady-as-hell tactic they pulled. I am still considering options, but people need to be aware of the tell you one rate, and deliver with another after you have been inadvertently entered into a "mutual benefit agreement". 

   

   

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

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

  

  Business response

  10/23/2023

  Hello *****, we sincerely apologize for your experience.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. With that said, we take your concerns seriously and are reviewing the interactions on your file for appropriate action. In the meantime, we see that you are still working with our team to resolve the matter. If you have any other concerns, please communicate directly with your Payment Expert or email ***************************************************************************** and we will follow up.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Sekure Merchant regarding a series of deeply concerning issues I have encountered as a customer. I believe that bringing these matters to your attention is essential, as they highlight what I consider to be unethical business practices and a lack of commitment to customer satisfaction on the part of ************************************************ experience with Sekure Merchant has been nothing short of frustrating and disheartening. I was initially enticed to sign up for their services based on promises made by their sales representatives. They assured me that my clients would bear the processing fees, sparing me from direct financial obligations. Regrettably, the reality of my engagement with the company has proven starkly different from their sales pitch.My primary grievances with Sekure Merchant include:Misleading Sales Tactics: The company's sales representatives employed aggressive and pushy tactics to convince me to use their services, making promises that were later unmet.Dissatisfactory Services: The services provided by Sekure Merchant did not meet the expectations set during the sales presentation. Both my clients and my staff expressed dissatisfaction with the system.Unauthorized Charges: Despite suspending the use of their services due to the issues I encountered, I discovered that my account had been charged over $1200 in fees for unused services. I received no prior communication regarding these charges or the inactivity on my account.Lack of Transparency and Knowledge: When I sought assistance from their customer support, I was appalled to find that the representative, *******************, could not provide me with basic information about the company, such as the name of the **** This lack of transparency and knowledge reflects poorly on the company's professionalism.Refusal to Address Concerns: My request to speak with **************** supervisor, *******************, was met with refusal. Moreover, there was no mention of any potential refund for the unused services and excessive fees incurred.These issues have left me deeply dissatisfied and disappointed in my interactions with Sekure Merchant. I believe it is imperative that the Better Business Bureau investigates these concerns to ensure transparency, fairness, and ethical business practices within the industry.I kindly request your assistance in mediating this matter and facilitating communication between me and Sekure Merchant to reach a satisfactory resolution. Furthermore, I hope that the BBB can help ensure that the company adheres to ethical standards and provides improved customer service in the future.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving these issues and addressing the concerns raised.Sincerely,

  

  Business response

  10/06/2023

  Hello *****, thank you for reaching out to us. We're sorry to hear about your experience, and we appreciate you sharing your concerns. Please note that Sekure is not responsible for merchant billing; it's managed by your card processor as per your agreement. We reviewed your file and observed our team's regular contact with you from the time of boarding, until November 12, 2021, when you requested reduced communication from our team.
  
  Following that, we made efforts to provide information about your account status and billing through emails and voicemails in December 2021 and January 2022. Unfortunately, we didn't receive any apparent responses from you until your recent call requesting account cancellation. We promptly closed your processing account as per your request. While we understand your frustration, we genuinely acted in good faith, attempting to assist and address any concerns you may have had.
  Please let us know if you wish to discuss this further.

  Customer response

  10/13/2023

  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:

  this does not address the fact that my account has been active for almost two years with zero activity. During this period, there has been no activity, and no one from your organization reached out to me in an ethical manner to alert me about this lack of activity. The few calls I received over a short span of two months were primarily focused on pressuring me to use your system. At no point did anyone mention that I would continue to incur costs if I did not proceed to use the system. This confirms that your organization was fully aware that I was not utilizing the system, and it was clear that I had no intention of doing so. However, no one bothered to inform me that I needed to cancel. This lack of communication is not only unjust but also reflects an absolutely unethical business practice. After reading other reviews, it becomes evident that your organization appears to rely on deceiving people, and this is completely unacceptable.

   

   

   

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

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

  

  Business response

  11/14/2023

  Hello *****, we see that in December 2021 our team advised you in writing that your processing account was open, active and would continue to incur charges. Our team did reach out after that with no apparent response from you. Please know that our attempts to contact you were to ensure that you understood the status of your account and to confirm that there were no outstanding account issues that would interfere with your processing.Additionally, your processor, which was responsible for any billing, sent account snapshot emails to the address provided up until the time your account was closed. While we regret that you were unhappy with the experience, our records show that we attempted to reach you and provided you with our contact info should you wish to modify or close your account.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have closed my Sekure Merchants CC processing account over 2 months ago & they are still charging me & taking funds out of my business bank account. I closed my account after finding out they were charging me for a service that was never fully set up for over 2 years!! I have called multiple times, spoke with multiple people & no one does anything. I had asked for a review of my account numerous ********** was not done. Their customer service is awful - new person took over my account every few weeks. They promised a review & a refund- kept saying they were working on it. I got an email saying no refund will be given because it was some how my fault for the fraudulent charges. No refund, my account is closed & yet im still getting charges!!! I had to set up fraud protection on my bank account to return their continued charges. I seriously think this business is a scam & other businesses should be aware. ********************* Owner **************

  

  Business response

  09/27/2023

  Hello ******, thank you for reaching out to us. We are sorry for any trouble you have experienced. While the details of your account fees are contained in your signed agreement, we understand that you had a different impression. Our team had reached out to you and worked with you to resolve your setup and clarify the status of the account. As our ******************** Expert recently discussed with you,Sekure does not bill your account whatsoever. Over the course of our review, we determined that some billing was from your processor, while other billing was from a separate source that seems to be completely unrelated to your dealings with your processor or Sekure. We can confirm that your account has been completely closed out with no further action on your part. If you have any further questions or concerns, please contact us directly at *****************************************************************************.
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company calls us relentlessly, even after I've asked multiple times for them to stop calling ** and tried blocking their number. Once they find out their number is blocked, they use a different number to get through. They make it sound like we already have a business relationship, saying, "We're waiting for you to send us your financial statements, etc." but we do not do any business with them and have no need to send them any information. I see there are multiple other complaints that are similar, and in spite of the company saying they are investigating and they are going to stop doing this, they haven't changed at all. They use very deceptive practices and do not respect our demand for them to stop calling us. Their BBB rating should be downgraded.

  

  Business response

  09/28/2023

  Hello ********, thank you for alerting us to this and we sincerely apologize for any negative experience. Sekure prides itself on helping merchants such as yourself, so your description of your interactions is extremely concerning to us. Please know that we do take any complaints seriously. We are reviewing the interactions on your file to take the appropriate action. We will also be placing your number on our DO NOT CALL list. Please email us at ***************************************************************************** if you wish to add any additional contacts to the list or if you need further assistance.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I appreciate that they are putting us on their do not call list, I have requested this in the past and they continued calling, so I doubt it will make much difference. Their repeated and blatant disregard for ethical business practices shows that they should be downgraded on BBB.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with them on July 3rd after a friend referred me to them. They promised no monthly fees of any kind and I asked specifically as well to make sure and they told me they waived the fees since I am a small business. On August 1st there was a charge from them on my bank account I did not authorize. (They required a voided check for deposits to me from my sales is what they told me). I was told there was no minimum sales required either and the fees charged to the person buying from me up front so nothing out of my pocket. Then the monthly charge happened for me and also to the person who referred me and the person who referred her. We were all told there was none and were not informed about any money coming out of our accounts. They do not answer any calls since the fee came out or return texts or emails requesting canceling service.

  

  Business response

  08/22/2023

  Hello ***, thank you for reaching out to us. We are sorry to hear about your experience and are getting to the bottom of this.We pride ourselves on communicating with transparency so we have been reviewing the interactions on file and taking appropriate action. Your signed merchant service agreement does reflect the monthly minimum fee however, your July billing was not collected and we are working with your processor to have this balance waived in the interest of customer service. We see that you had been working with a Payment Expert, and we are pleased to confirm that your account has been escalated for closure. You should not see any further billing whatsoever on your account. If you have any additional concerns, please contact us at ***************************************************************************** and we will assist you right away.

*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. ↩