Reviews

Review Details

• Review fromPaul B

  Date: 10/11/2022

  1 star

  Paul B

  Date: 10/11/2022

  So angry at this dysfunctional company. In reconciling my bank statements I finally deduced why I was receiving extra dollars...apparently the company was double charging my clients - averaging 1 client transaction per month (we're a small animal clinic). Simple enough? OK, so to get ahead of this, I would call the company to have it reverse charges for the extra charge. In June, I had two (this is important as the company understands these two as one bundle or amount) such incidents and reported them to the company to reverse charges. They did. At the same time on perhaps the same day, our client also spotted the double charge and called their credit card company to reverse that extra charge. When I alerted the company they could only understand that ONE charge was present not two (since the other amount was "bundled"). *******************, I have to RECEIVE a call from the "back office." The back office goes through same issue. Finally they say, I have to call client to REPAY us. *******************. Client looks at their statement and finds that only ONE charge was reversed (for the one extra charge) not both. So Sekure Merchant Solutions STOLE money. In another related encounter, I had to go to "level 2" - ("What is *******," I ask - "oh, it's tech support" they say - okay, send me there...why was I getting these "ghost charges" - basically the end of day totals add correctly but only at statement reconciliation time do I discover them - "Can't help me because I'm using a phone vs. internet connection.") OK, that's a company that's not into it's customers since they are not proactive in contacting clients for a problem they are obviously aware nor are they interested in helping their client solve their issue--and yes, I also found a $295 termination fee on this month's bank statement that was also not communicated. This is NOT a company deserving of an A+ rating (or higher). My advice BBB is to LOWER their rating and to future clients - DON'T WORK WITH SEKURE.
  

  Sekure Payment Experts

  Date: 10/21/2022

  Hello ****, thank you for your feedback. We are very sorry for any inconvenience whatsoever to you and your customers. Sekure does not handle any processing and does not have access to either your bank account or your customers funds. However, we have looked into this matter. We see that you were working directly with North American Bancard regarding transaction discrepancies prior to contacting Sekure. Transactions are identified individually, and not as bundles. Sekure became aware of your dissatisfaction on September 20, at which point you had requested that our team assist only with cancelling your NAB account, which was completed. Based on the details you have provided, we have confirmed that NAB refunded a transaction to your customer at the request of your business. The customer also filed a chargeback for the same transaction. Your business did not dispute the chargeback, which resulted in the customer receiving the funds twice, by two separate processes, chargeback and the requested refund. Based on a review of your card processors tech support tickets, the duplicate charges were connected to the speed of the telephone line used for the terminal. As tech support had advised, dial connections are more prone to communication errors resulting in duplicated transactions industry-wide. Tech support had offered to assist you with switching the terminal to an internet connection more suited to transmitting processing information. With regard to the early termination fee, $295 is the industry standard which had been signed off on in the merchant service agreement. We are sorry that things ended this way please reach out to us at ***************************************************************************** if there is anything further you might need.

• Review fromMyra R.

  Date: 10/05/2022

  5 stars

  Myra R.

  Date: 10/05/2022

  Absolutely the most sincere and professional l have ever. Received!I cannot say enough about the professional work ethic if the representatives l dealt with
  

  Sekure Payment Experts

  Date: 10/18/2022

  Thanks so much for the shout out! We are happy to hear we made such a strong impression on you!

• Review fromGeno P.

  Date: 09/28/2022

  5 stars

  Geno P.

  Date: 09/28/2022

  My name is ***********************, GM of ***********************. Over the years we have had questions relating to our terminals. I am totally impressed with ***************************, Senior Relationship Manager.When we have a problem, ***** will work tirelessly, until our situation is resolved! Sekure is very fortunate to have great individual such as she!!! Thank you *****!Sincerely,****************** / GM
  

  Sekure Payment Experts

  Date: 10/18/2022

  Thanks so much for the shout out! ***** is one of the best. We are happy to hear she has made such a strong impression on you!

• Review fromHope P

  Date: 09/21/2022

  1 star

  Hope P

  Date: 09/21/2022

  I would give this company zero stars if I could. Full disclosure, I have not done business with Sekure Merchant Services, and after today I NEVER will!It started this morning with a phone call from one of their reps. ** business uses ******, and we're very happy with them. I told the gentleman on the phone this and I absolutely was not looking to change processors. He informed me he wasn't from a processing company. His company is "sort of the middle man", they work for ****** and he felt if my business did x amount in sales we would qualify for a lower rate ****** offers companies after they hit that threshold. I don't usually fall for this, but he was adamant that his company worked for ****** and he was not trying to get me to change my processor. I fell for it. I sent him a screenshot of my sales from yesterday.A couple of hours later I got another call from someone else at Sekure. Right off the bat he was trying to talk to me about the rates his company could offer. I reiterated what I told the gentleman this morning (and what he told me). The guy on the phone laughed at me, told me ****** would never lower my rate, that I didn't have to stop using ******'s system (even when I told him it was a ****** Register - a proprietary system), and that he could send me terminals in a few days. Yet again, I told him I was not looking to switch processors nor equipment and I asked to be put on their Do Not Call list.I don't know about you, but when a company outright lies to me over and over again in the very first conversation, it's NOT a company I will ever do business with!
  

  Sekure Payment Experts

  Date: 10/21/2022

  Hello ****, thank you for advising us of your experience. We apologize for any confusion or miscommunication that occurred. You are correct that Sekure does not work with Square and we do not represent ourselves as such. We would like to review the calls in question so that we can take appropriate action and confirm that your telephone number was added to our Do Not Call list. However, we cannot identify your business from the information provided. Please email us at ***************************************************************************** and we will ensure that you are not contacted again.

• Review fromMorgan

  Date: 09/12/2022

  5 stars

  Morgan

  Date: 09/12/2022

  Sekure's customer service is amazing! Shout out to *********************************** for his help and professionalism. ***** followed up with me daily until we were able to resolve our business ownership transfer. Couldn't have done it without you!
  

  Sekure Payment Experts

  Date: 11/02/2022

  Thanks so much for the shout out! We are happy to hear we made such a strong impression on you!

• Review fromAdeline H

  Date: 08/24/2022

  5 stars
  ******** is a great resource, she is a wonderful representative for your company! She solved a complicated issue for us that no one else could. She worked with our partners and showed tenacity, professionalism, and efficiency in solving an issue we have been dealing with for months! Please recognize ********** outstanding and exemplary performance! She is a tremendous asset to your company!Sincerely, ******************************** Executive Vice President *********** ****

• Review fromDiana M

  Date: 08/16/2022

  1 star

  Diana M

  Date: 08/16/2022

  I feel cheated. They sent me a device kit saying they weren't going to charge me, so I accept it. I used it for two days but the equipment does not have the functions I need. They charged me 35 dollars, and they did not want to give me the address to return the equipment. They do not answer calls and only call to sell other more expensive equipment. I need help to return the equipment that I do not want.
  

  Sekure Payment Experts

  Date: 10/21/2022

  Hello *****, thank you for reaching out to us. We would like to assist you right away but cannot identify your business from the details provided. Could you please email us at ***************************************************************************** so we can follow up with you as soon as possible?

• Review fromJan P

  Date: 08/10/2022

  5 stars
  ***********************, Senior Relationship Manager, was our Champion! We began to get double credit card charges over the course of several months and couldn't figure out why. Needing a strong advocate, we called Sekure Merchant Solutions to get help. ******** came to our rescue! To be clear, this was an extremely complex situation, involving lots of moving parts, historical account changes, and different sources of data. Nevertheless ******** dug down and turned over every rock until she understood exactly what was causing the problem, contacted the source of the issue, and had them fix it. I never would have been able to figure this one out, but ******** did. Her tenacity and wisdom were indispensable, and were the reason our problem got solved. AND the whole time she did it with great kindness, patience, humor and understanding!

• Review fromMarilyn C.

  Date: 07/30/2022

  5 stars

  Marilyn C.

  Date: 07/30/2022

  Specifically ************************* was intelligent, persistent with obstacles within the company to resolve my issues. Communication was superb.She is there shining star. *************************
  

  Sekure Payment Experts

  Date: 10/18/2022

  We are so happy to hear this, thank you for your kind words.

• Review fromRobin R

  Date: 07/26/2022

  5 stars
  I recently had the pleasure of working with ******* from Sekure Merchant regarding a credit card transaction that needed communication for approval with our processing bank. ******* reached out to our corresponding bank, while I was on hold, to obtain a quick answer to our issue, and had difficulty getting through to a representative due to high call volume. ******* was pleasant and kept me informed throughout the call. Even though ******* was unable to complete the call with me on the telephone, she persevered until she was successful in obtaining an answer from our processing bank and called me back twice with detailed information and advised that she would check on the situation the following day to confirm all was settled. In this day and age where good customer service is pretty much null and void, my encounter with ******* was the exact opposite. She accomplished her job until we had an answer to our question even though, through no fault of hers, it may have taken more time and effort than average. Thank you ******* for "DOING YOUR JOB" and doing it to PERFECTION!!!!