Complaints

The 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:12/03/2024

  Type:Billing Issues
  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.

  We signed up with payments hub and now sekure is dealing wit our business and not sharing the statements or details of how much they are charging us, they provide our office(dental office-river city dentistry) a payment processing service through rectangle health but not closing our account or sending us paperwork to close the account or sending us the statements we requested,we just want to close accounts with them and not pay them anything more.

  

  Business Response

  Date: 12/11/2024

  Hi ******, thank you for bringing this to our attention. We sincerely apologize for your ************* is always our intention to help merchants rather than cause any inconvenience. Please rest assured that a supervisor is reviewing your file and a cancellation instruction will be sent out right away. A new member of our leadership team will be reaching out to ensure there is no other outstanding concerns. Please dont hesitate to contact us directly at *****************************************************************************

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  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 am continually harassed by this company even though I have indicated that I am not interested in their services. I have asked that they remove my company from their list and they refuse to do so in spite of my requests.

  

  Business Response

  Date: 09/27/2024

  Hello *****, thank you for bringing this to our attention. We sincerely apologize for any inconvenience this may have caused. We have added your file to our Do Not Call list. If you have any further questions or concerns, please feel free to contact us directly at ******************************************************************************

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  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.

  Since 9/4/24, this company, Sekure Payment Experts, has been harassing our company with unsolicited phone calls. They have contacted 11 times in the last 5 days, calling 2-3 times per day. We are not interested in doing business with them and would like the phone calls to stop.

  

  Business Response

  Date: 09/18/2024

  Hello *****, thank you for contacting us. Please know that what you have described is not what we want for our merchants. We are very sorry for your experience and will review your file and your number will be put on our Do Not Call list. If you have any questions, please email us at ***************************************************************************** and we would be happy to assist.

  Customer Answer

  Date: 09/20/2024

  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

  Date:08/30/2024

  Type:Billing Issues
  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 signed up for their payment processing services and I wish I had read this reviews before signing up. They offered me to try their services with the assurance that I could cancel at anytime, that I would be charged a percentage of every payment processed but they charged me a fee of ***** every month even without using their service at all. I thought it would cancel itself since I was not using it but I keep postponing calling to cancel. The first week of service they called me constantly about twice a day. Now I want to cancel and it's almost imposible to reach them after telling them on the first phone call that I wanted to terminate their services. They sent me a letter saying that I had to pay a termination fee, that I wouldn't get the information about where to return the equipment until I faxed the signed letter which I refuse to sign because they promised I could cancel without penalty. But on the other hand they said that if I didn't return the equipment within 10 days I would get charged for it. Buy now that I call them to get this issue resolved they transfer me from one person to a other, and when I go to their live chat nobody responds after I provide my info. This company plays dirty games with the customers that want to terminate their service I'm a way to force us to keep paying this high monthly fees.

  

  Business Response

  Date: 09/04/2024

  Hello ******, thank you for contacting us. We apologize for any trouble you have experienced. We see that you had reached out to us on a day when call volumes were particularly high, which impacted answer times. We also see that you spoke with our team last week to discuss your account and cancellation. We encourage merchants to advise us of any issues right away so that we can help resolve them and make any needed adjustments as soon as possible. After reviewing your account, it appears that the billing and termination fees in question were laid out in your signed agreement. Our team will reach out to you to ensure that there are no outstanding questions. If you have further questions, please email us at ***************************************************************************** and we would be happy to assist.

• Initial Complaint

  Date:07/19/2024

  Type:Delivery Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/28/2024

  Type:Sales and Advertising Issues
  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 attempted to open a merchant processing account on May 31, 2024 a the insistence of their business partner, Sekure Payment Experts. Our partner contact - **** ****** - indicated that I would receive Friend and Family pricing, and hed personally have the account approved. I placed the application via his best sales ********************** Monday June 3, ************************************************************* and photographs of myself. I complied and then was sent an email stating that the account was denied due to information from Experian, Equifax, and **********. A string of phone calls were made to *********************** ********************************* who told me that they simply needed to verify me based on the fraud alert telephone number on the account. While I complied with their request multiple times, the account still stayed declined - despite the department director saying they would open it.When discussing this matter with **** ****** he became agitated that I would reach out to ********************** directly - as he was my trusted payment expert and hed personally ensure that Sekure would back this account and get it approved. **** had already made multiple slanderous accusations regarding my character, and the character of my business that he attributed to **********************. Additionally, as a partner of Sekure, our company had already dealt with multiple issues Sekure had created with our referred customers - so I decided to deal directly with ***********************The account was not opened, and despite claiming their sources of information - ********************** gave no valid Adverse Action Notice. **** ******* claims that Sekure Payment Experts would override the approval on this account were - in fact - false, and it seems he actually sabotaged the account when I took the matter to their CEO *********** and ***** ********.

  

  Business Response

  Date: 07/10/2024

  Thank you for sharing your feedback. While we may not agree all the specifics of your experience, we understand your frustration and apologize it fell short of expectations.
  We see you have been in direct contact with a member of Sekure's Leadership Team on this matter, and we're committed to bringing continuous improvement and appreciate you taking the time to bring this to our attention.

  Customer Answer

  Date: 07/11/2024

  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:

  The business - as usual - hides behind canned responses and doesnt address issues in any way, shape, or form  Sekure defrauds their customers with the help of their partner, **********************  

   

   

   

   

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

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

  Customer Answer

  Date: 07/22/2024

  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:

  The response from the business doesn't address any of the allegations of impropriety , unprofessionalism, or potential discrimination at all.  It's the typical canned response they provide when called on their remarkably shady business practices.  Should the business want to respond to their clearly improper use of personal information as well as sketchy business practices with their partner North American Bancard - I'd love to chat.

  It's worth mentioning that Sekure is going to GREAT lengths to stifle any negative reviews about themselves and losing at every step of the way.

   

   

   

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

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

  

  Business Response

  Date: 09/27/2024

  Thank you for sharing your feedback. While we may not agree all the specifics of your experience, we understand your frustration and apologize it fell short of expectations.
  We see you have been in direct contact with a member of Sekure's Leadership Team on this matter, and we're committed to bringing continuous improvement and appreciate you taking the time to bring this to our attention.

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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

  Date:04/30/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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

  Date:04/03/2024

  Type:Product Issues
  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.

  ******************* 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

  Date: 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

  Date:02/20/2024

  Type:Product Issues
  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 03/12/2024

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