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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that SecureNet Payment Systems meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for SecureNet Payment Systems include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 8 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Brent Warrington, CEO Mr. Ruben Aceves Jr., Director Risk & Underwriting Mr. David Schielein, VP of Operations
Point of Sale Systems Storage - Data Credit Cards & Plans - Equipment & Supplies Credit Card - Merchant Services
Alternate Business NamesSecureNet, LLC
12357 Riata Trace Pkwy Ste B150
Austin, TX 78727 (888) 231-0060 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
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|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I emailed this company on July 8, 2014 about unauthorized debits on my bank account and asked for a refund. They ignored my complaint. I sent a follow up email on July 18 and was again ignored. On July 25, I requested that my account be cancelled and again was ignored. Then on August 4, 2014 - they did another unauthorized debit to my bank account.
Desired Settlement: I want my refund and my account cancelled asap.
Better Business Bureau:
Read Complaint Details
Complaint: I process credit cards online with *********. They charge me a monthly fee of $9.99. I had a low balance in May, which resulted in a bounce back when they tried to collect. According to them, they closed my account because of that incident. I was never notified by mail or by email. A few weeks later, I make a sale online on my website and they process the payment. I log in into the ********* terminal to make sure that the payment was captured and it's not fraud. It all checks in. I have screenshots to prove this if needed. I manufacture the ring which takes 5 days. On the 3rd day, I call ********* as I noticed the funds haven't been deposited into my bank account. My agreement with ********* was that I get the funds deposited into my bank account in 2 business days. The customer rep tells me that he has to wait for more info from their "technical" team and that he will call me back with that info later on. I hang up and wait. On the 5th day right after I shipped the package with *****, I contact ********* and they inform me that my account was terminated and that the customer rep. can't help me any further with no info as to when I'm getting paid. I ask to speak with their *******. The customer rep's response was that he's out of the office. I was put on hold until the ******* was back from his playtime. I ask the ******* why I haven't been informed of the bounced charge and of my account closure. His response was "You're not a customer of ours anymore and I don't have to answer that". From my perspective, since I was never notified of my account closure, and since they are holding my money, I am still a customer. I ask the ******* as to why the payment was accepted and processed if according to him my account is terminated. His response was, "It shouldn't have gone through". He just admitted it was their fault, yet I'm the one paying the price. During all this time arguing back and forth, I was never informed as to when I will be paid my money. The ******* later explains that the credit card company has to call the customer and make sure they've received the item and that it's all good. No timeframe was provided. The ******* promised to call after a few days to inform me of the situation, but he never did. The customer received the item on the 2nd day after shipping. ******************************************************************************************* The customer even left a product review on my website. I've made several calls afterwards and was told by the customer service rep. that they need to speak with their ******* and they would have to call me back. I never received a call back from them either. I get an email from my bank as a notification that a payment was posted to my account. ********* deducted the transaction fee directly from my bank account and not from the transaction itself. Every time I call from my company's phone number, I am put on a never-ending hold waiting to speak with a customer rep. I called from a different number, and I was put through in 2 beeps. Please note that the 1st line is still on hold. I don't know what to make of all this anymore. I'm ready to get my lawyer involved. This is 27 days after the transaction was made, no money received yet.
Desired Settlement: Deposit the money into my bank account.
Better Business Bureau:
Read Complaint Details
Complaint: On Friday 2/7/2014 afternoon I contacted SecureNet customer support. to ask about a fee that appeared on my bank account on 3/4/2014 for the amount of $20.00. I got connected to ‘Hannah’ who told me that $15.00 was for the dispute charge of a sale transaction and $5.00 was the reversal fee. I explained to her that the customer called me on 2/8/2014 to tell me about the unauthorized charge on his account so I refunded him right away after confirming the information However, customer proceeded to contact his issuing bank on/around 2/10/2014 to dispute the same charge and the refund was made the second time. I submitted my documents to the chargeback department and I was granted the favor of the dispute and won the case without question. I asked her why is the merchant got charged fees when they did everything right and the customer made a mistake of filing a dispute when they should not have. I was told many reasons by ****** which are lame and some are out right wrong. The following are some explanation, 1) you refunded the sale *after* the dispute was filed by customer (wrong) 2) the fees belong to you because they file charge against you, whether or not they are right or wrong you have to accept the fee 3) You already got your money back you should use it to pay for the fee 4) Someone has got the pay for it and that should be you because you own the business. After a long time on the phone I did not think she was able to provide me with an answer so I asked for her name and try to contact someoneelse who can give a clear reason or refund for my fee which I believe should not have been charged. I contacted ***** ****** whom I had the number previously and he is a manager at Securenet hoping that he would have a clear answer and policy. I explained to him about the fees and the situation and the first thing he asked me "Did you just speak to ****** ?" which is an unusal question and should not be related to company policy regarding fees at all. While on the call Mr. ****** did not provide me any explanation but with short answers to each of my question he confirmed to me that the fee should be charged to my account and there is no explanation to it. It is just how is done at SecureNet. I raised the question that other company such as Stripe whom I used previously stated this policy clearly on their website and they do refund of the fees when the merchant wins the dispute. Mr. ****** said that is not how they do things at securenet. He told me it was in the Terms & Agreement when I signed up with SecureNet. After reading it I still did not see the said policy so I called him back and he could not find anything in that document regarding this either. He told me that it is an individual agreement SecureNet has with each merchant when they signed up. It could be different from merchant to merchant and asked me to contact sales person who opened my account to ask if they could look into it and change this term for me. I called sales team and got connected to '******' who asked to speak to ***** again and afterwards told me there is nothing that can be done. I was not willing to give up yet and called customer support again hoping there might be one person who would know this policy well enough. I got connected to '******' who said I needed to talk to ***** ****** because ***** asked ****** to transfer my call to him. I did not see any benefit in talking to him again since he did not have any answer for me after a long discussion on the phone. But every person that I talked to seem to refer me back to ***** who cannot provide me with any answers but only insisting that it is how is done. I am pursuing this case because ****** and *****'s answer shows serious flaw in the fee system of SecureNet. Any ill-meaning customers could file wrong dispute cases against the merchant and the merchant still pays for the cost of processing even they have done nothing wrong. Fees should be charged to the party to made the mistake in the dispute not an innocent party.
Desired Settlement: Refund of my fees $20.00 and going forward would like clearly stated company policy regarding dispute fees when merchant win the dispute (for an example, from the website of another payment processing company - ********************************************************************************** *
****** Mr. ****
Better Business Bureau:
Read Complaint Details
Complaint: Our accountant found that Securenet was drafting charges from our bank from an account closed over a year ago. What was interesting was the charges were not every month and it was done in different amounts. When I contacted Securenet they stated that our account was not cancelled and they could do nothing but I could cancel the account at that time. So we did. Next month account was charged again at a different amount. When I called they claimed they had no record of the account being closed. However the rep said it could have been lost because it needs to go through "like ten people". She offered me to send another cancelation. When I asked for a number to follow up she said "Just call the main number cause there are just two of us. We are a small company" Who were the 10 people then and how can I please just get you to stop charging my account!
Desired Settlement: We would like the unauthorized funds drafting from our account to stop. We would also like a full refund of unauthorized funds taken from our account dating back to October *01*. We never used Securenet services and we have attempted to correct this situation numerous times.
Mr. ******* applied for a Merchant account with SecureNet via Reseller Partner Big Commerce and was Approved 10/05/*01* 5:39:00 p.m. on the $0.00 per month plan *.9% per Transactions Sales amount as well as $0.30 cents per Transaction. An acknowledgement letter was sent out to email address **************** (which is the same as within the current complaint) and is attached.
In response to the email sent, we received a call from Mr. ******* documented as follows:
Department: Customer Support
Issue: Funding Issue ************** 10/9/*01* 4:53:*0 PM
Description: Merchant needed to better understand his funding time. Explained to Mr. ******* the process in detail. Merchant also needed his account phone number corrected. Verified that it matched the number on the application and updated the incorrect phone number on merchant account. Advised the merchant to give us a call back with any further updates or questions.
We had no contact with Mr. ******* from 10/09/*01* until 1*/03/*013 and is documented as follows:
Transfer to Customer Support : *************** 1*/3/*013 9:40 AM
Merchant called regarding his account, he said the account should not be active as he processes through another processor. Merchant advised to complete cancellation form and return it ASAP.
The Customer Support Representative verbally explained that the Merchant must complete an Account Cancellation Form and return it as soon as possible to terminate the account. Due to the sensitive nature of terminating a business’s ability to accept credit cards, most payment processors will not accept a verbal cancellation to protect from cases of disgruntled employees, corporate sabotage, etc.
The Customer Support Representative next followed up with an email sent to ****************explaining the cancellation process as well as the cancellation form to be completed and is documented as follows:
Email: Cancellation Form
Attachment: Cancellation Form.pdf
Subject: Cancellation Form
In order to cancel your account, we will need the attached cancellation form to be signed requesting that the account be cancelled. Please fax a signed copy to ************ or reply to this message with the signed copy attached.
If you currently accept American Express (1-************) you will need to contact them directly to close your merchant account with them.
If you have any additional questions or concerns please feel free to contact us by replying to this message or by phone at ************ option *.
SecureNet Payment Systems
(cancellation form attached)
In reviewing processing statements, (attached) I find that in October of *01* Mr. ******* processed $90.33 in volume and was assessed a total of $*.91 for services rendered.
In September *013 notice was sent to all Merchants on the $0.00 per month plan that they would be migrated to the new pricing plan of $9.99 per month as of October 1st and their per Transaction rates and fees would be reduced. A copy of this letter is attached for review. (an electronic validation of reciept can be sent showing the email sent as well as opened upon request – please allow 48hrs for research)
Unfortunately, the new pricing schema had a hiccup upon roll out and not all accounts were migrated properly and therefore were not billed the new monthly plan in October. All Merchants were eventually migrated and rebilled for the missed fee on the November statement period for October and November. (Merchant statement attached Oct\$9.99 & Nov\$9.99)
The first request for cancellation was received on 1*/03/*013 as noted and the Cancellation Form that was sent out was never returned. While it is not our policy to cancel without the form, as of 01/07/*014, the account was closed as a courtesy to head off conflict.
Merchant accounts cost SecureNet upwards of $10 per month to keep open and secure. Mr. ******* was allowed to maintain an account for almost a year at $0.00 per month before being migrated to the new pricing plan per notice sent. SecureNet did not bill a monthly service fee between 11/30/*01* to 09/30/*013 and Mr. ******* would not be due any Refund for this period. Mr. ******* was billed a $9.99 monthly support fee per the new pricing structure applied to all SecureNet Merchant accounts as of notice of change dated 10/01/*013. The request for cancellation was received from Mr. ******* 1*/03/*013.
In final analysis I find it appropriate to Refund $9.99 for the month of December and will process this Refund today.
We appreciate your participation in this process and look forward to working with you in the future.
Business Response: In addition to the information already sent, please find the screen shots from out mailing system showing the increase message being sent out and received by the email address on file in the complaint.
Problems with Product/Service
Read Complaint Details
Complaint: Hi I had a death in the family And I had to go away for a few weeks I had my ex partner who I thought i could trust (later found out he was mentally ill) take care of the business but instead he ran it into the ground started harassing my customers not sending products running business relationships I spent time making and I believe he started emailing one of your staff a ruben aceves I only had time to read some of the emails but they were pretty bad I wanted to personally apologize for this trouble I’ve been trying to get every thing back on track but it seems that I’ve been but on a blacklist by you guys I can completely understand if you don’t want to do business with us but im trying to recover what’s left of my company I would appreciate if you could take me off the black list so because it wasn’t t me running the business and if there is any financial problems I will of course cover it I am sure this is not common and would really like a fast resolve for this Please let me know if there is anything i can do and please take my name off the black list and apologize to Mr. ****** for me and on behalf of the whole company. Im sure we can work something out to solve this issue Please remove my name from the ***** file
Desired Settlement: Removal from black list
Thank you for forwarding this client report. As background, SecureNet is a technology company focusing primarily on payment networks – or providing companies with the ability to accept electronic payments (ie: Credit Cards, ACH, EBT, etc) at their place of business. As a result, SecureNet assumes 100% liability for all transactions processed at a client location and is obligated to monitor such activity in an effort to limit electronic payment fraud. While disputes / chargebacks are common in the industry, we actively monitor transaction variances in an effort to identify those businesses conducting fraudulent transactions and are required to report these incidents to the Card Associations (ie: Visa, MasterCard, American Express and Discover).
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
***** Thank you for your time yesterday. I’ve included our write up for your reference as well as a few email transmission with the client. Let me know if you want the email scripts to get a full picture of what occurred or prefer we simply state the facts.