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:09/01/2022

  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.

  Sekure Merchants sent me a device in order that I changed my Clover device for them. I tried their device two days, but it not useful for me. They dont want to receive the device because they want to charge a monthly fee without my authorization. They dont Answer my calls or my emails. Although they said they wont charge me a monthly fee again (see pictures of sms) they charged me today the monthly fee again.

  

  Business Response

  Date: 09/12/2022

  Hello *******, thank you for sharing your concerns with us. We are very sorry to hear of your experiences with the equipment. Please rest assured that Sekure does not charge you whatsoever. We are the payment professionals who helped you set up your account with your processor, North American Bancard, and do not have any access to your bank account. We have reviewed your processing account and confirmed that all fees were authorized in your signed agreement. With that said, we have been working with your processor to have the account closed and to send you a return label for your equipment,with no further action on your part. There was no billing completed for the month of August and we have cleared your balance with North American Bancard.If you have any further questions or concerns, please reach out to us at *****************************************************************************.
  

• Initial Complaint

  Date:08/31/2022

  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.

  About 2 weeks ago, a "representative" named "************" reached out (left couple of messages prior to that) claiming we "must finalize the business transaction to process credit cards with them". As I tried to ask more questions (realizing this was a spam call), the "representative" got extremely rude and hostile. She continued to talk over me, raising her voice, and continually claiming "how else would we have your information", when the only information she had was the business name and phone number, and my name which is listed in every public business page.I interrupted her and ended the conversation, letting her know I will be filing a complaint, to which she replied, "go ahead".I have never heard or dealt with this company and it is very frustrating that they have the audacity to call and interrupt businesses while making false claims.The review of BBB page also reveals numerous complaints about their troublesome activities.

  

  Business Response

  Date: 09/12/2022

  Hello *****, thank you for alerting us to this interaction. We are very concerned to hear this, since this is not how Sekure strives to work with merchants. We are investigating this and will be taking further action. Please feel free to email ***************************************************************************** for any other issues or concerns.

  Customer Answer

  Date: 09/14/2022

  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:

  Their reply falsely implies that we are a merchant and that it is not how they do business.  I do not care how they do business.  The whole point is I have never heard of them, never worked with them.  But the reply to the complaint sounds like we have a working relationship.  Why would I be emailing their support if I have no business relationship with them?  Their reply should have simply acknowledged that they will remove our contact information and never call us soliciting business.  

   

   

   

   

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

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

  

  Business Response

  Date: 09/29/2022

  Hello *****, thank you for alerting us to this interaction. We are very concerned to hear this,since this is not how Sekure strives to work with merchants. We are investigating this and will be taking appropriate action. Unfortunately we cannot locate your file with the information provided. Please email ***************************************************************************** and we would be happy to confirm your details to ensure that you are not contacted again in the future

• Initial Complaint

  Date:08/26/2022

  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.

  I am renting the kitchen in an American Legion, I got the rent for cheap but in exchange I had to also run their restaurant. In May I was called by a Sekure that offered a 1% trans. fee processor, the machine was free and it only has a $15mo charge for the system, this is a very good deal especially for the Legion 's restaurant which everything needs to be super cheap and I was spending a lot of Clover Processing fees. The name of the representative is *****************************, which I didn't believe works there anymore as I was reassigned to a different person. Long story short, the machine was not working correctly and I was reaching out to my new Rep ************************* but she was not getting back to me, I called, left messages and so on with out a reply. I finally got a hold of her maybe a month later and she told me that she was not getting my emails. but at that point we had already stopped using the system as it was not working well, and the legion was about to take the restaurant back so I asked her to just close my account and would return the machine. but she said that I had signed a contract to have the system for 3 years and it would cost me over $800 to close the contact. But i did not sign the contract. ****** as simply asked me to sign an application, and as far as I know those are not the same thing. Anyways there was no way I would have signed a contract if I knew I had to keep the system for 3 years as the restaurant was temporary. But they will not give me my money back, I am a small business owner and i have lost a lot of money and time helping the Legion restore their restaurant after *****, I do not have $800 to just though away. Also, ****** had told me that he could by the Clover contract from me and cover up to $300, when I asked him if he would take care of this he said he will, so I took it off my mind, now I found out that *****'s contract was never cancelled and I have been paying them since May, and when I told ***** she said they don't to that.

  

  Business Response

  Date: 09/12/2022

  Thank you for reaching out to us with your concerns ******. We are very sorry to hear of your experience.Upon further review, it seems that your account manager has attempted to reach out to you on several occasions to better assist. It also looks as though your account termination fee with your processor has already been waived in the interest of customer service. The account is in the process of being closed with no further action on your end. A shipping label has also been requested in order to ship back the equipment provided to you, free of charge. If you have any other questions or concerns, please email *****************************************************************************. 

  Customer Answer

  Date: 09/13/2022

  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:

  They where supposed to close the Clover contract and cover $300 of the closing charge, because they did not I kept being charged from Clover for 3 months even though I was not using it anymore. The email I had forwarded has all this information on the exact costs. I would like this refunded. Again, I was only supposed to cover the $50 as the original Representative had stated.

  I have reattached the email with this data. 

  Thank you for your assistance. 

   

   

   

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

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

  

  Business Response

  Date: 09/30/2022

  Thank you for reaching back out to us. We sincerely apologize for any mis-communication that mightve taken place. Standard termination fees are reimbursed by your processor should you decide to continue processing on the account. Your Payment Expert has been in touch with you to clarify the guidelines and to address any outstanding concerns. In the interest of customer service, your new processing account was terminated at no cost to you and a shipping label provided free of charge.Please do not hesitate to reach out to us at ***************************************************************************** for any other questions or concerns.

• Initial Complaint

  Date:08/24/2022

  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.

  A slick salesperson promised lower bankcard processing fees, and never told me they would outsource our processing. We are with North American Bancard, who didn't explain any tickets over our average will be held until we send a crazy amount of information, including 3 months bank statements. I hope this isn't so they can charge me , but I do not trust Sekure or North American Bancard. I WANT OUT OF MY CONTRACT!

  

  Business Response

  Date: 08/30/2022

  Hello ****, thank you for alerting us to your concerns.We are very sorry for any confusion that has occurred. Sekure Merchant Solutions is your broker, and acts as your advocate in negotiating pricing with your credit card processor, North American Bancard. Your signed agreement is with North American Bancard. Information regarding a suitable transaction high ticket and other account parameters was collected from you at the time the agreement was signed, and confirmed with you again during the subsequent boarding process. Please rest assured that your processor request supporting documents from you only to resolve the matter at hand, according to processing industry standards, and any documentation you provide is handled with the utmost concern for your security. We see that you have been working with a Relationship Manager to resolve your funding hold with your processor and that this matter has been escalated. We will reach out to you again to provide an update and continue assisting with resolving the hold. If you would like to pursue closure at that time, your Relationship Manager will assist you with that request. In the meantime, please email ***************************************************************************** if you have any further questions or concerns.