Complaints
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:05/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I also want you to put in a complaint for me toward this employee (**********************) at Sekure Merchant for misleading me into signing up and making me end up losing $228.00 in the process. (Only mention about 1% and never ONCE mentioned that there were hidden fees like inter-charge fees which can go up to ****%). I will also try to seek legal action upon this individual if the fund is not returned, do you know who can file this complaint within Sekure Merchant towards **********************.Can I have the founder or broadening members email on Sekure Merchant?I paid $306.62 for a $7.8K transaction (****%) when I thought it was only $78.00. Overcharged me $228.00. My Main objective is for him to return my $228.00 This is his linkedin in case you do not know where I am talking about, if its a colleague of your, remind him that he needs to be more transparent when doing his job instead of hiding some detail information so he can earn commision through sales: ************************************************************************* ***************************************************** | ********************** | Senior Account Executive P. *********************** F. ************** Thank You So Much For Help!I Appreciated Your Help!Yi (****)
Business Response
Date: 05/31/2022
Hello *** thank you for reaching out to us and for bringing this to our attention. We truly apologize for any inconvenience. Please rest assured that we are taking your concerns extremely seriously and have been conducting a full review. Your Relationship Manager has reached out to you to gather further information and arrive at a satisfactory solution. We can confirm that your account is now fully closed and a credit has been provided in the interest of customer service. A return shipping label has been sent to you in order to return the equipment. If you have further questions or concerns, please contact us at ******************************************************************************Initial Complaint
Date:05/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened an account with Sekure Merchant Solutions on May 2, 2022. Afterwards I realized that my business didn't need their product and couldn't support it's use. I called the sales person the following day (May 3, 2022) and requested that my account (account #*************) be closed. After I explained my reasons, he promised to handle it. I called several times and left messages on his voicemail but he didn't respond. Then I called his sales manager (*****) and explained the situation. She said that she would contact the Customer ******************** to handle the request. Again nothing happened. I called several times more, each time having to speak with yet another person ***** ****************, etc) with each person promising to handle my request- but no avail. On May 6, 2022 someone named ******* called from ******, ****** and said that she would handle this. Still no action has been taken to close my account. Since it's been over a week and at least a dozen requests with no response from Sekure Merchant Solutions, I am appealing to you, Better Business Bureau, to intervene on my behalf to get this account closed officially so that I don't get charged for anything, I have not received any equipment or devices, no formal paperwork. My business is under the name "********************" and my business email is ********************** You can reply to my personal email address at ********************Business Response
Date: 05/18/2022
Hello *****, thank you for reaching out to us. We truly apologize for the inconvenience. Please rest assured that the cancellation of your account is already in progress, following your conversation on May 6. We will be reaching out to you to provide confirmation that this has been completed and that there will be no billing moving forward. We have also requested from your processor to cancel any equipment orders. However, we will also provide a return shipping label free of charge in case we are unable to prevent delivery. If you have any other questions in the meantime, please reach out to us at *****************************************************************************.Customer Answer
Date: 05/20/2022
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:I have NOT received confirmation from Sekure that closure of the account has been completed. They have said MANY TIMES before that they will close the account but have never done so. So please leave this complaint open until Sekure Merchants Solutions actually does what they have said they will do: close the account.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 07/12/2022
Hello *****, we are very sorry to hear about this. This is not how we want to treat merchants at all. We would like to confirm that your account has been successfully closed and can confirm that you have not been charged for the equipment order. Please reach out to us directly at ***************************************************************************** if there are any other issues or further concerns you need to bring to our attention.Customer Answer
Date: 07/13/2022
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
Date:05/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello,this is my experience with sekure. Like a year ago I call square to talk to costumer service and the lady on phone offers me sekure merchant service saying that was cheaper than square : the fees per transaction and was no contract and not additional fees other than 10 cents per transaction and what the credit card charge per transaction etc . So since it was cheaper than square and was not contract and no extra fees other than *************************************************************************************** the little terminals to change with for free , I agree to it . But when I started to charge with it it didnt process fast enough and every time I have clients waiting to long to process the payment so I call them to help me fix the problem but even though I try everything they told me to do still did not work well so I stop to used it. So was then when I started to get a few changes on my bank account , so call them about they told me was a charge to have the service , so I got so frustrated with all the lies and the flurry stuff and told them to cut the service. And didnt hear anything until now that some collection company call me telling me that I owe $1.348.55 for all the fees and getting out of a contract that I have never known about and never signed. My request is that this imaginary death disappear and so my account with them never want to have nothing to do with them. And if is possible so someone else wont have this unpleasant experience- tell them to tell the whole thrust at front about the deal with them ( getting the sekure merchant service)Business Response
Date: 06/01/2022
Hello ******, thank you for reaching out to us. We truly apologize for any inconvenience you have experienced and have been working toward a satisfactory outcome for you. We have been able to verify that the pricing confirmed in your signed agreement was applied to your account. We are also conducting a review of all communications during account setup. A relationship manager has been working with you to fully resolve the account status and collections balance and will also be providing you with a return shipping label for the equipment. Unfortunately several factors can affect processing times and we regret that we did not have the opportunity to set you up with one of the many other equipment solutions available. If you have any other questions in the meantime, please reach out to us at *****************************************************************************.Initial Complaint
Date:05/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged an outrageous rate when I was told 1% was my processing rate.I process around $7800 in transactions and got a **** of $306 when it was supposed to be around $78.00. What is going on what this rate?Business Response
Date: 05/09/2022
Hello *************, thank you for reaching out to us and for bringing this to our attention. The initial rate and charge was in fact not a flat rate but a variable rate of cost + 1%,which explains the charge fluctuations. Your Relationship Manager has reached out to you to provide you with a solution to better match your current needs. We look forward to arriving at a satisfactory resolution with you. In the meantime, if you have further questions or concerns, please contact us at *****************************************************************************.Customer Answer
Date: 05/11/2022
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:Yes Someone did reach out to me but they only gave me the option to cancel. the variable was not told to me ahead of time. They just stick with the sale pitch of this 1% for transaction, this is unbelievable, they could tell me that the interchanged is up to 3.7% + 1%, i will never sign up. It is misleading, I want my refund back of $228.62 and that's all, if you guys cannot refund me the extra 3.7% you took from me directly from my bank account without my consent, this is straight up scam.
All I want is for you to return my 3.7% fee you took from me for no reason after I was misled into and I am done with sekure merchant. It is one of the worst experience. The sales person is "**********************" I try to reach out to him and send many email and he still not reply. I want a apology fro this person and a refund of $228.62. this sales person should tell me ahead of time before I sign up that the rate is up to 3.7% for intercharged plus 1% instead of saying no hidden fee and 1%. **
My transcation was 7.8k, I should be charged 78 instead of 306.62
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************
Business Response
Date: 06/21/2022
Hello *** thank you for your response. Please rest assured that we have conducted a full account review with your processor.Your Relationship Manager reached out to you to assist you with issuing a credit for the fees assessed by your card processor. All other fees are passed down by the card brands which the processor has no control over. We can confirm that your account is now fully closed, and a credit has been provided in the interest of customer service. A return shipping label has also been sent to you to ship back the equipment, free of charge. Should you have further questions or concerns, please contact us at *****************************************************************************
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