Complaints
Customer Complaints Summary
- 77 total complaints in the last 3 years.
- 22 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:08/08/2023
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 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
Date: 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.Initial Complaint
Date:08/01/2023
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.
On May 14, 2023 we changed Credit Card processors. We notified SeKure that we had done so.On June 10, 2023, we received a notice that Sekure (payments hub) had not processed any transactions in the previous 31 days. On June 30, 2023, Sekure deducted $207.87 from our account. We again contacted them and were told that the account would be closed.On July 31, 2023 Sekure deducted $426.87 from our account. We cannot get through on the phone and instead have been put on hold for several minutes.Business Response
Date: 08/03/2023
Hello *****, thank you for alerting us to this. We are very sorry for any trouble this has caused you and would like to help you get to the bottom of it. Please know that Sekure does not bill you whatsoever any charges would be from your credit card processor. Furthermore, we have reviewed your file and do not see any closure requests or contact from you to Sekure prior to this month. A Payment Expert will be reaching out to you to better assist you with your request. Please email us at ***************************************************************************** if you have any further concerns and we would be happy to assist.Initial Complaint
Date:08/01/2023
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.
This company calls multiple times a day. I have told them no. I have requested to not be contacted again. I have asked to be put on the DO NOT CALL list. I have emailed them my requests as well. They call and I tell them this and they say they are sorry it wont happen again. Then a week later someone else calls. STOP CALLING US! We are not interested. We have expressed this multiple times in multiple formats. We are busy people and don't have time to field your ridiculous unwanted phone calls! Do not call ************ ever again!Business Response
Date: 08/03/2023
Hi *******, thank you for bringing this to our attention. We sincerely apologize for your experience. Rest assured an investigation is ongoing. The appropriate action will be taken, and we have placed you on the *** list. Please reach out to us at ***************************************************************************** for any future concerns for immediate action.Customer Answer
Date: 08/04/2023
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:07/20/2023
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.
This company calls our **************** continuously every day. They act like they are our credit card processing company and try to request financial information. I have told them not to call back and they continue to do so. I feel like they are very misleading and deceptive in their business practices and seem to enjoy harassing unsuspecting businesses. Very unprofessional! Please STOP calling!Business Response
Date: 07/24/2023
Hello ***, thank you for reaching out to us. Sekure strives to help rather than hinder merchants, so we apologize for any inconvenience to you. We are reviewing what occurred on this file and have also placed you on our Do Not Call list. Please reach out to us at ***************************************************************************** if there are any additional questions or concerns.Customer Answer
Date: 07/25/2023
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:06/30/2023
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 tried to change the back my merchant deposits go. I could not get the required documents for the bank so the merchant company would not deposit my money. I've been trying for months to get payed what they owe me. They have cost me thousands. Every time I can I get told another lie. I just want what's mine.Business Response
Date: 07/05/2023
Hello *******, thank you for bringing this to our attention. We apologize for any inconvenience you have experienced. Since we became aware of this issue,our team has been in regular contact with you in order to help get this resolved. To clarify, Sekure Payment Experts in no way has access to your funds or the ability to have them released. Rather, the funds are being held by your card processor because they have not received the information for a suitable replacement bank account where they can deposit your funds. We have been working with the processor on your behalf to get this situation resolved. As discussed, the unavailability of a suitable bank account accessible to the processor has unfortunately left them with no authorized option but to issue the balance owed by check. You will be receiving all funds owed to you, minus the agreed-upon processing fees which have accrued since your account went on hold.If there is anything further, please email us at ***************************************************************************** for our prompt attention.Initial Complaint
Date:05/04/2023
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.
This "business" continues to call our business to try to get us to sign up for services. We have repeatedly told them to stop calling us and that we are not interested. Submitting this so they will finally stop contacting us.Business Response
Date: 08/31/2023
Hello *******, thank you for reaching out. We apologize for any trouble to you. This is not how we wish to do business and we would like to remedy this. Would you kindly send an email to ***************************************************************************** with your business name and telephone number? As soon as we can identify your business we will add you to our Do Not Call list.
Customer Answer
Date: 08/31/2023
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. They also responded to my recent email stating our number wasn't in their system but requested a follow-up if we get further calls to find out what number they are calling.
Sincerely,
***************************
Initial Complaint
Date:04/06/2023
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.
These people are calling me hourly for the past two weeks. I've requested that they stop but they keep harassing me and filling up my voicemail box. If it doesn't stop immediately, I will take legal action.Business Response
Date: 04/12/2023
Hello ***, thank you for advising of us this. We apologize for any inconvenience you have experienced and will take steps to address this immediately. We will also be adding the telephone number you have provided here to our Do Not Call list. If you would like to add any additional contacts to the Do Not Call list or if you have any further questions or concerns, please email us at ***************************************************************************** and we would be happy to assist you right away.Initial Complaint
Date:04/04/2023
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 signed with Sekure Merchant back in August of 2022, when I spoke to the expert and the service, he told me it was a fixed % per transaction plus a small fee per transaction. For example 3.5% + $0.10 per transaction. However, later on, they started charging me $25 per month for a minimum fee, plus they added a portal fee that I did not even request for an additional $14.95 per month, then after 3-4 months of being with them (not even one full year), they charged me a $144 regulatory annual fee, that I was not told about. The experts should inform all this information to their customers, this is horrible customer service. Now they I try to cancel my account, they are bullying me and telling me I need to pay a $700 termination fee. These guys are bullies, watch out for them. I am an individual small business trying to process transactions in a normal way, but these guys have done nothing but take fees from me without my knowledge. I try to reach out to them and they are very hard to contact via email, and even by phone. I would not trust this company, I am not just speaking out of grudge, but truly they are harassing their customers. The contract puts a lot of small writing that they try to squeeze in the agreement. I would not deal with this company any further.Business Response
Date: 04/12/2023
Hello ********, thank you for reaching out to us. We apologize for your experience and have been reviewing your account to get to the root of your concerns. We have been able to confirm that the pricing and fees you mentioned are outlined in your signed agreement. We see that when you contacted us and advised us of your concerns, one of our Payment Experts had offered to review your account and assist with possible credits, but at that point you had declined and requested to proceed with cancellation. We would like to discuss your account further and assist with your pricing and fee concerns so we can reach a positive resolution. One of our Payment Experts will reach out to you to assist. If you have any other questions in the meantime, please email us at ***************************************************************************** so we can assist you promptly.Initial Complaint
Date:03/13/2023
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.
The acct was requested to be closed and said they would close it but never did so they have been charging ** for the 3 or 4 years and still haven't closed my acct they say contact North America bandaid to get my credits . North ************ card said contact them to get my credit and make sure they close acct because still not closedBusiness Response
Date: 03/20/2023
Hello ******,
We are very sorry to hear of your experience with us.After reviewing your file I'm happy to see one of our Payment Experts has reached out to you to better assist you with your request. Please reach out to us directly at ***************************************************************************** if there are any other issues or further concerns you need to bring to our attention.Initial Complaint
Date:03/07/2023
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.
3/7/2023. Sekure Merchant is the most harassing place of business that has ever walked this Earth. We are a small dental office in *********** that is extremely busy and we get continual calls from salesmen and women from this company that ends in tying up our phones from our patients and tasks that we have to get done. Sekure Merchant also does not take no for a answer. I cannot tell you how many times I have hung up, said no, begged and pleaded with these people to please leave us alone because they are wasting our time and theirs. All I ask is that this company stop reaching out to our place of business and never contact us again.Business Response
Date: 03/08/2023
Hello ********, we are very sorry to hear about this. Thank you for bringing this to our attention. We have placed your business and phone number on our Do Not Call list. A supervisor will be reviewing the call, and we will be taking appropriate measures with the employee. Please reach out to us directly at ***************************************************************************** if there are any other issues or further concerns you need to bring to our attention.
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