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:02/10/2023

  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.

  On Monday 02/06/23, due to good SEO on ****** searches, the phone number for Sekure Merchant Solutions, pops up first when searching for Square Customer Service's phone number. As I was having a problem with my Square POS at the time, agents from Sekure Merchants posed as Square Agents asking my information and giving me excuses why my Square account was not working. As an apology for Square not working, they offered to help lower our credit card processing fees. After seeing their "resolution", it soon made no sense that this would have been offered by Square. I understand that I called them due to strategic placement of a phone number online, but posing as Square agents to get information...that is deception.

  

  Business Response

  Date: 02/20/2023

  Hi *******, thank you for bringing this to our attention.Please know this is not an accurate representation of Sekure or the way we do business. We will be reviewing your interaction and your file in more detail and taking the appropriate action. We will also be placing your file on the *** list. For any other questions or concerns, please feel free to reach out to us directly at ******************************************************************************

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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.

  My company ********************** received sales calls from Sekure Merchant Solutions.We believe that their sales personnel including ***************************, Senior Account Executive E: ******************************************************** P: ********************** purposefully misled us ("lied") regarding their services and fees.We were told that using them that our total processing cost for credit cards would be reduced.That was untrue- our costs went up.They had us sign an electronic contract, but did not go through with us in advance and never disclosed that there was a cancellation fee imbedded in that contract. This was then turned over to ******************* Payment Expert, E: ****************************************************** , P: ************************. She said that it didn't matter what was said during the sales process and she expected us to pay a cancellation fee because it was in the agreement. In our opinion this is a scam company. We suggest that you don't ever do business with them as in our case we believe them to be deceitful. Now they want a $750 cancel fee after about a month since we started.

• Initial Complaint

  Date:12/07/2022

  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.

  This company REPEATEDLY called our business, non stop, tying up the phone lines and our patients are then unable to get through. We answer and there is no one on the other line...we hang up and they call right back. I reached our via telephone and they refused to tell me who they were and demanded I give them my business information. When I refused to give them my information until they told me who they were, they hung up on me. This business attempts to harass businesses and they call nonstop. They are a company of SCAM artists and need to be shut down. This business is to NOT contact our business again or charges will be made against them for harassment.

  

  Business Response

  Date: 12/09/2022

  Hello ******, thank you for reaching out to us. Please know that Sekure Payment Experts strives to assist merchants, not to interfere in any way. We would like to take immediate steps to correct this by reviewing the interaction history and adding your number to our Do Not Call list, but we cannot locate the file with the information you have provided. Could you please reach out to us at ***************************************************************************** so we can complete this?

• Initial Complaint

  Date:12/07/2022

  Type:Order 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.

  In June 2022, we began receiving calls from a company called Sekure merchants offering us huge savings on our merchants fees. After many calls from them, we decided to make them our card processor, and on June30, we signed the agreement attached.As soon as we recieved the **** we tried to process debit cards with a pin, but the *** software didn't allow us. As the agreement states, the fee for a debit card with pinis $**** per transaction, however, for cards without pin, it charges anywhere from ******* to ******* per $100. Therefore, if we convert this to percentages, with pin we pay a ****% fee but without pin, we pay a ****% to ****% fee. This meant we paid 14x more without pin. We called them on August 11th to fix the issue, and we spoke with *************************. He said they would fix the software with an update, however that never happened. We continued to call multiple times during earlyAugustto fix the problem,and they promised they would call us back as well as fix the issue. The issue was never fixed, and we never recieved a call back. Due to this, we decided to not continue using their *** on August 11, 2022. Since we tried to close our account, we were charged three separate times in October, November, and December with the total amounting to $564.86. Additionally, today we received an email where they state that we need to pay a cancellation fee of $775.00. However, Sekure did not meet their promise to update the *** to allow us to process debit cards with pin to avoid their high fees, which meant that we were stuck paying 14x more.Since the ***/merchant processer did not give us the option to process with pin as stated in the contract and was not updated after many calls, we would like a refund for the amount of $554.86, and we want to cancel the contract without a penalty.

  

  Business Response

  Date: 12/19/2022

  Hello ****, thank you for reaching out to us. We apologize for your experience with your merchant account. We have reviewed your file, and it appears that when our team had reached out to your business this past August, they were told at the time that there were no outstanding concerns with your account. However, it is important to us that we work with you to arrive at a satisfactory resolution. A supervisor has already reached out to you to better assist. Please feel free to email us at ***************************************************************************** for any other questions.

• Initial Complaint

  Date:11/15/2022

  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 was talked into going with secure merchant by a used car salesmen I guess. I was told with this company the merchant doesn't pay credit card fees the customer does. You cancel anytime.. Was never told must do 600 a month in transactions ir they take $39.95 out of your account. When I discovered this I called to cancel after the already took 400+ out of my account in service fees. Now they insist I pay 600 a month early cancelation fees. BEWARE

  

  Business Response

  Date: 11/17/2022

  Hello ****, thank you for reaching out to us. We are sorry for any inconvenience you have experienced. To clarify, $600 will not be billed monthly for any early termination fee. We have confirmed that your account is already closed following your submission of a signed cancellation letter outlining the early termination fee and process. The one-time early termination fee was also outlined in your signed merchant service agreement.Your agreement also laid out your pricing structure and fees. We are very sorry to hear that you were unhappy with your billing, and would have welcomed the opportunity to assist you with that prior to cancellation. As a resolution to this case, we will be negotiating with your processor to waive your early termination fee. One of our Payment Experts will follow up with you to provide you with a return label for your equipment. If you have any further questions,please email us at ***************************************************************************** and we would be happy to assist.

• Initial Complaint

  Date:11/09/2022

  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.

  Do not give this company your void check they are liars and scammers they took $49 from me after I canceled and never used there service they said it was only going to be $49 a month no credit fees every transaction but they lied 4% gets passed to the customer and i was not ok with this and I immediately canceled and did not proceed once I heard this.

  

  Business Response

  Date: 11/11/2022

  Hello ******, thank you for reaching out. We are sorry for any inconvenience to you. We have reviewed your account and unfortunately the billing you mentioned occurred prior to the finalization of your account closure. One of our Payment Experts has already spoken with you and issued a credit back to you. We are very sorry that we will not be working with you moving forward. All credit card transactions incur unavoidable interchange costs, regardless of processor or pricing structure. As outlined in your agreement, under the Edge program those costs are offset by cardholders. We work with many merchants who have found this to be the best way to minimize their expenses while accepting card payments. If you have any further questions or concerns, please email us at ***************************************************************************** and it would be our pleasure to assist you.
  

• Initial Complaint

  Date:11/08/2022

  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 opened an account along with several colleagues in November 2019 from Sekure merchants. I was one of several independent stylists in a salon under one Salon Owner name. When the salon closed in September 2021, I called to open my own account separate from the group as I was operating completely independently from there on. I was told the original account was cancelled and the new account we set up. I had no information regarding paying cancellation fees etc. I went about operating my independent business for 1 year, until I noticed in September and November of 2022 that Sekure was withdrawing 2 large amounts from my bank account. When I called customer service, I was told the ****************** account had never been closed and I was being charged monthly $42 as well as $197 in September and $240 in November with absolutely no explanation of the reasons for the increase charges. First of all, the account should have been closed in November 2021 when I opened the independent account. I was under the impression that the $42 fees where paid to my active, current account that I am still using. I was shocked to hear that I had been charged for 2 accounts for a year. I demanded that the 1st account, which was not being used, be cancelled immediately. Now I am being told I will be charged a $295 cancellation fee. I still have the 2nd account and am still paying fees on all transactions through them. I am very angry and feel deceived about the 1st account being active and unused and charging fees all along. I want to know if there are any ways to get my money back from this account. If I do not get a refund from my overcharge on that account, I plan to cancel the 2nd account as well and they will never receive another dime from me. This company is incredibly vague, and dishonest about their practices. Every agent I spoke to gave me different information and the first one, who was supposed to close the account in November 2021 was rude and insulting to me.

  

  Business Response

  Date: 11/28/2022

  Hello ******, thank you for advising us of this situation so we can assist with getting this resolved. We have looked into this and would like to clear up some confusion. Sekure Payment Experts has nothing to do with the billing on any processing account. Any billing comes directly from your processor. Unfortunately, we do not see any record of Sekure being advised by either you or the processor when you set up a second merchant account outside of Sekures umbrella, which is not accessible to Sekure whatsoever. Please know that we would have been happy to work with you regarding the closure of your original account set up by Sekure, but we were completely unaware of any communication you had with the processor regarding cancellation. Now that we are aware of the situation, one of our Payment Experts will reach out to you to assist. In the meantime, please feel free to reach out to us directly at ******************************************************************************

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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.

  I reached out to SekureMerchants via email in August, with the intent to close my account, and send my card reader/terminal back. My reasoning for doing so, was that I was being charged monthly, was no longer using the piece of equipment I was sent, and had no further intent to do so. When I was sent the cancellation instructions, the document stated that there would be a $775 fee, if I were to cancel before my merchant agreement ended, which is 3/28/25. That was the first time I had heard of said agreement. as a result of that, given my financial situation, I was, and am still not able to pay such a fee. Im reaching out again now because the monthly payments have began to take a toll on me. They happen out of the blue, and my checking account was charged $44.50 today, and as a result my account is now negative. This has happened multiple times, and I want to put an end to it. I am starting a new job soon that does not require a personal card reader/ terminal, and therefore will have no further use for it. Given the fact that I was not given clear information about this agreement before setting up my sekure merchants account and terminal, I feel that I should be able to close my account and return my piece of equipment free of charge. It does not make sense for me to be making monthly payments for something that I am not actively using. I have had overdraft fees as a result of this, and am extremely frustrated.

  Customer Answer

  Date: 11/03/2022

  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:09/28/2022

  Type:Customer Service 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 simply need to close out our account with this company, and I cannot get a hold of anyone for several weeks now. My intent was to cancel service so we dont incur more fees, and hoping that I can get through to them by writing to BBB.I started with placing phone calls (on different dates) and have been on hold for several hours at a time (during their business hours) with no result. I left them several messages with no call back from them, and finally, I wrote them an email on 9/20/2022 also with no response from them.Please help!Thank you.

  

  Business Response

  Date: 10/10/2022

  Thank you for reaching out to us, Inna. Upon further review, we have not been able to identify an active account or any billing associated with your information. Please feel free to email us at ***************************************************************************** with further details and we would be happy to assist you.

• Initial Complaint

  Date:09/06/2022

  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.

  I h ad a "no termination fee" clause in my Docusign contract I signed with Sekure Merchants. Now that I am trying to cancel the merchant processing account, Sekure Merchants will not let me cancel until I sign a form that says I agree to a termination fee of $475 for cancelling my contract.

  

  Business Response

  Date: 09/12/2022

  Hello *****, thank you for reaching out. We are very sorry for any miscommunication here. We see that you have been working with a Relationship Manager to resolve the misunderstanding, and that a new cancellation letter with no early termination fee has been sent to you, along with instructions. Please advise your Relationship Manager of any concerns and we will address them promptly. If there are any further questions or issues,please email us at ******************************************************************************

  Customer Answer

  Date: 09/13/2022

  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,
  
  *********************************