This business is not BBB accredited.

Securus Payments

Phone: (503) 954-1324 Fax: (503) 954-1342 View Additional Phone Numbers 7724 SE Aspen Summit Dr Ste 300, Portland, OR 97266 http://www.securuspayments.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers merchant services for credit and debit card processing, gift programs, terminal solutions, electronic services for e-commerce, point of sale, mail- and phone-order businesses.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • The business is in the process of responding to previously closed complaints.


Customer Complaints Summary Read complaint details

145 complaints closed with BBB in last 3 years | 144 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 68
Billing/Collection Issues 14
Delivery Issues 0
Guarantee/Warranty Issues 2
Problems with Product/Service 61
Total Closed Complaints 145

Additional Complaint Information

On February 1, 2013, BBB recognized a pattern of complaints from consumers regarding contract issues and selling practice issues. Consumers allege after initialing and signing a contract with Securus Payments, the company alters the contract. Consumers also allege the company tells them they can cancel services at any time, but consumers later learn there are cancellation fees involved. Consumers allege the company guarantees to save them money, but ultimately consumers discover they are paying more than with their previous processing company. Consumers further allege Securus Payments solicits their place of business several times a day, and when asked to be removed from the company's list, they still receive calls.

Securus Payments is working with BBB in an effort to eliminate the underlying cause of the pattern of complaints.

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Securus Payments
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 7

Additional Information

BBB file opened: November 30, 2009 Business started: 05/01/2009 Business started locally: 05/01/2009
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Oregon Secretary of State Corporations Division
255 Capitol St NE Ste 151, Salem OR 97310
http://www.sos.state.or.us
Phone Number: (503) 986-2200
corporation.division@state.or.us

Type of Entity

Corporation

Business Management
Mr. Steven Lemma, CEO Mr. Robirds Mychol, Member
Contact Information
Principal: Mr. Steven Lemma, CEO
Business Category

Credit Card Processing Service

Alternate Business Names
Payprotec Oregon LLC

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    7724 SE Aspen Summit Dr Ste 300

    Portland, OR 97266 (503) 482-6317 (503) 954-1324

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/2/2015 Advertising/Sales Issues
8/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have repeatedly asked this company to refrain from calling. I have no desire to do business with them. I have asked repeatedly to be placed on the company do not call list. I have registered with the federal do not call list. Approximately twice a month the company calls offering cut rate credit card services.

Desired Settlement: Place my number on do not call list. Who to contact if company continues to call.

Business Response: Securus apologizes for the calls.  This has been escalated to the management level and Mr ****** shall not receive further calls.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I requested a point of contact if calls persist. The response did not include this. I have been promised the calls will stop in the past and I have requested the last phone call to be placed on a do not call list. I feel this is yet another deception from a unscrupulous company.

Sincerely,

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

Business Response: It is not Securus' policy to put individual department heads on a publicly accessible website.  

Consumer Response:  
Complaint: ********

I am rejecting this response because: Once again a unacceptable answer. I did not ask for a department head. I asked for a point of contact. Once again deceptive practices on behalf of the corporation who boasts such upstanding morals and claims ethical practices. I fail to understand why it would be a issue to provide a valid phone number for your complaint department.

Sincerely,

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

8/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Some time ago a gentlemen came in to my shop selling the securus merchant services, he said it would be 120 total including the rental and transactions fee, 2 weeks later they started taking money out of my bank each month for 3 months which added to over 700 dollars. I called them, emailed, mail out letter requesting termination of lease due to false statements. now nobody s responding to my calls or emails, and i have first data calling 3-4 times a day harassing me to make a payment over the phone of over 6k. the collector is discussing my business with whomever answer the phone at my business.

Desired Settlement: cancel the lease at no cost to me , both the processing lease and the lease with ***** *******

Business Response: As is demonstrated by the attached documents, there was never a promise of fees being only $120. As she acknowledged in several places on the attached documents, the $120 was the base price of the equipment lease. The processing fees were completely independent of the lease and billed based on card type and volume.  This was explained to her at the time of signing, again refer to the signed and initialed documents, and again several times when ** ***** contacted Securus Payments customer service.  ** ***** claimed savings with an alternate processor and was advised that, per the contract, we would meet or beat any rates and advised her to send in the quote or statement.  This was on 4/29. No such data was sent.  

It is clearly demonstrated but the attached documentation that ** ******* claim is inaccurate and she was advised of the costs in multiple places on the contract and signed acknowledging not only the cost but the terms of the lease agreement.  ** ***** and her company are responsible for all fees and financial commitments to both Securus Payments and ***** **** ****** *******. 

Securus Payments met all terms that both parties agreed on.  If ** ***** would see fit to resume processing with Securus Payments, we would be glad to honor the rates she was paying and, after 30 days of processing, provide the already promised reimbursement.  


***SUPPORTING DOCUMENTS REDACTED BY BBB***

Consumer Response:  First off, pages 2-4 are not my writing and not my signature...

i did not only mail out a huge package to Alberto, Devon V*****, and Mathew D*** in this package I provided 5 months of statements from both Securus and ***** ***** where it clearly showed that Securus had withdrawn over $700 in a 4 month period and I was only processing about 1500-2500 a month.
***** ***** was withdrew $342.00 in 6 months with the same 1500-2500 monthly processing from my business..
I have endless emails from Alberto where he is processing to fix the issue which was I was been way overcharged...
I never received anything that your sales person promised..
the money to cancel the processing with ***** ***** I was  stuck with a $4k bill for trusting Alberto. 
I had no choice but to pay the $4k to ***** ***** because I had to go back to processing with them because Securus is a HUGE scam.
You guys send a sales person in m\the middle of the day, when you tell the person hey I have a business to run, can you come back some other time, they just continue to be pushy, they shooved paper at you while you are dealing with customers...and they don't leave you alone "til you sign up with them. 
But pages 2,3,4 are NOT my writing nor my signature.....
I can mail out another copy of the original package..
I will NOT processing  a penny more with Securus because  they are a Scam....
All I want is for the company to man up and pay what they ruined....


Complaint: ********

I am rejecting this response because:

Sincerely,

**** *******

Consumer Response:  
Complaint: ********

I am rejecting this response because:
I did process with you guys for over 4 months and called after 30 days of processing to check on status on 2100 and never got a response I mailed and emailed proof of processing and still didn't get a penny..
I have statements to prove that I process over 4 months which based on your statement I should have received the 2100, so where is it?


Sincerely,

**** *******

Business Response: Per the attached 4 months statements, only two have processing activity with Securus Payments.  ** ***** only processed with Securus Payments in February and March of 2015. The first transaction was ran on January 3oth, and the last transaction was run on 3/27. Being billed does not constitute processing.

** ***** called in on 3/27/2015 at approximately 10AM PST and spoke with a customer service representative who advised her that the check would be mailed the following week as it was a Friday.  At that point, ** ***** stopped using the Securus Payments service and, upon ceasing processing, became ineligible for reimbursement.  

It has been clearly demonstrated that Securus Payments was not in breach of any agreement.  ** ******* primary complaints seem to be the billing, which has been demonstrated that her assertion that it was supposed to be $120 was inaccurate, and the reimbursement, which she herself rendered the business ineligible for the very day she was told it was being mailed.  

Securus Payments has attempted in several ways to assist ** ***** with her account, even offering to review rates on a competitors statement to match. ** ***** never provided the statement nor a cancellation notice, so her account remained open until she rejected a payment and sent her account to collections. 

8/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were visited by a Securus Rep to use them as our credit card processor. They were able to show that their rates would be lower so I was ready to sign up. While signing contracts we got to the part where there was a leasing fee for equipment. I did not want their equipment as we have our own. He said we could not get the low rates without using their equipment. We went round and round on this point and finally I agreed to a back up machine that we could use if we lost internet or power. A week later I received 2 electronic machines, and a leasing agreement from a separate company... not what I was told. I called to cancel, we returned the equipment, and they never processed a single credit card for us. I dealt with this for months, calling and calling reps that never call you back. I was told Chris A**** would take care of it and when I stopped hearing from them I assumed that he did. I guess not... Now they have put us in collections for over $9,000. They have sent me copies of contracts that I signed, however at the signing the rep took everything with him and what is on the contract is not what I agreed to.

Desired Settlement: I would just like to part ways with Securus. They processed 0 credit cards with us and the equipment that they sent us was returned. I just want them to leave me alone and move on with my life. I feel that I was scammed just like the numerous other people that have made very similar complaints.

Business Response: All terms of the lease and contract are clearly disclosed in the signed paperwork, including that the management of the lease is provided by **** independently of Securus.  It is, in fact, disclosed in several places on the contract.  If the merchant signs that they understand the terms of our agreement, it is not our place to question them.  

Also disclosed is that the equipment lease commitment is 48 months and non cancellable. Ms ***** is responsible for the full financial commitment.  When any merchant signs with Securus Payments, they agree that both processing fees and lease payments will be automatically deducted from the account provided.  As with any business, should those payments reject for any reason, they will be sent to collections.  

If Ms***** would like to be specific as to what terms she feels are 'not what we signed to' we will be glad to review and clarify.   

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I was not supposed to receive the equipment I did.  I conceded to a backup equipment that I could use in case of power failure or loss of internet.  Your sales rep wrote down whatever he wanted and took advantage of the fact that I did not know what dejavooV8 was.  I was misled as what was verbally explained to me as I was signing was not what is in print.  Very shady......

Sincerely,

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

Business Response: The V8 terminal can run on both IP and regular phone lines.  As a result, if the internet goes out the merchant still has a capability of processing credit card transactions.

As for the power concerns, all terminals require a power source.  Loss of power is not a consideration, nor is it disclosed as one, when Securus Payments provides a back up terminal.  Securus can provide a wireless terminal with a battery power source, but that must be specifically requested.  In this case, it was not done so.  If that concern is the only one preventing the account from proceeding as contractually agree, we encourage ** ***** to contact Securus Customer Support and we will begin the process to get her the type of terminal she is requesting. 

Consumer Response: My name is ******** ***** and I filed a complaint against Securus Payments on 7/14/15 (complaint number ********).  I am writing to let you know that the matter with Securus Payments has been settled in a favorable manner.  My complaint at this point is closed and I am unable to update it at all.  Would you please indicate that Securus settled my complaint favorably?  I would like to especially thank Matthew D*** with Securus for all of his time and diligence looking into the matter at hand.  He is the one that I owe this favorable outcome to.
Thank you,
******** *****

8/10/2015 Problems with Product/Service
8/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I read about this company after I had been pressured to sign an agreement with them, and under the advice of another merchant. The company has a very poor rating and I have tried unsuccessfully to ask them to cancel the agreement. I have never used their services. Now they are telling me that I cannot cancel and that they have my bank accoutnt number and they can just take money out of my account! They also mis-represented themselves in many ways, especially telling me that my current machine for credit cards would worka and now they are charging me with a new lease agreement! HELP

Desired Settlement: See Complaint Text

Business Response: By Ms ******* own admission, she is choosing to close the account without having ever used the service, so there is no grounds nor evidence that any of the clauses that justify waiving of the ETF are valid. 

Securus Payments acted in good faith, provided and account, equipment and invested man hours in establishing the account for Ms Covert's business.  In doing so, Securus Payments upheld it's portion of the legally binding and agreed upon contract.  At this point, Ms ****** is opting not to fulfill her obligation, thus any early termination fees will apply. 

No one is refusing to close the processing agreement.   Ms ****** is welcome to close the account and pay the early termination fee.

If she is referring to the **** lease, it is clearly disclosed in her contract that it is a 48 month NON CANCELABLE lease.  Should she choose to opt out, she would be responsible for the full financial commitment.  

Securus Payments would prefer, however, that Ms ****** actually use the service so that we can provide all savings and benefits guaranteed with our program.  

8/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ***** ***** signed up 2 accounts and we had a business partner that signed up for an account. Our business partner closed his store so we had Securus transfer everything to ***** ****** We assumed this was done properly as they were pulling their fees from our account and the salesman said everything was switched over to us. We decided to close one of our stores as well. At this point we had 3 accounts and we were only using 1. They charged us $34.95 a month/account for not using 2 accounts. Then January 2015, they increased the rate from $34.95 to $133.95 per account. We chose to close the 2 inactive accounts. I called Securus on 2/2/15 to cancel the two accounts. They said they would send the cancellation forms, but didn't receive them and was charged $133.95 for each account. I called again on 3/3/15 and they said they would email the forms to me. I signed them and emailed them back on 5/5/15. Then on 3/19/15 our credit card terminal was not working. I called Securus and I was told that I filled out the paperwork incorrectly and they shut down the wrong terminals. I was told they would have it fixed by 3/20/15. I looked at the paperwork and I verified that I had correctly filled out the paperwork then they blamed ***** ****. I kept calling them and they kept feeding me lies until the account was reopened on 3/27/15. We had lost business, because people refused to let us manually run their card to process later, received declined cards and, and employees made some mistakes when taking the credit card info. They said they would do something for us for their mistakes. I never heard back from them and they charged us the $495 fee. Then on 6/3/15 I was charged $198. They said it was, because the one account wasn't in my name so I couldn't close it yet they never told me that. I contacted our old business partner and he sent them the cancellation letter on 6/8. Then on 7/3/15 I was charged a $99.00 inactivity fee. I have everything well documented.

Desired Settlement: I would like to be reimbursed for the inactivity fees that we were charged due to the mistakes made by Securus. That would be the $198 charged on 6/3/15 and the $99 charged on 7/3/15. I would also like the termination fee of $495 waived for the second account that obviously has yet to be closed, but should've been closed months ago. I am tired of being lied to and told they will make it right. Instead of making it right, they just keep charging us fees on top of the fees we should've never had to pay. I would also like to receive monthly statements. I have not received a monthly statement since November 2014 for any of the accounts.

Business Response: Securus Payments acknowledges and apologizes for the errors that occurred on Mr *********'s account. 

We have deposited the requested reimbursements into his account and verified that they were successfully submitted on 8/3 and should appear in his account effective 8/4.

We, again, apologize for the errors and are grateful for the opportunity to provide the level of service we pride ourselves on moving forward.  

Consumer Response:  
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.

Sincerely,

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

8/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company needs to be shut down, as they are scamming a lot of businesses with untold excessive credit card handling fees. They also trick you into signing a 4 year $5000ish lease to use the credit card machines, which have no such value. They say you can get out of the contract if you aren't saving money and that there is no risk. But then they say "tough luck" on that fake credit card machine lease you didn't even sign up for understanding it was a DIFFERENT DEAL. They say, Oh, that's this other company ***** **** (another scammer company) Securus offers off the charts poor service. They don't pick up the phone most of the time. They don't get back to you. They charged the wrong amounts and I had to fight to get them to credit me back. They didn't save me any money, they can't even explain their program. They fired the guy who sold it to me a week later supposedly. I tried to be nice and had to call 20 times over 2 months to get them to listen to my request to break free from Securus. All this Kunle T***** guy. Eventually, you need to start yelling. Then this guy Kunle gets out of helping you because your yelling. All he has to do is call ***** **** and tell them to leave me alone. I returned the machines many months ago, and this partner scammer company feels they must keep me in my "contract". So they keep billing me $147/month for NOTHING. They say "oh, your still in that contract for 4 years". Um..hello, are you on crack? I'm going to pay you another 4 grand for nothing? Just because I let myself be conned? I have been in business for 25 years and dealt with hundreds of vendors and partner businesses. I can't recall disputing a bill in that entire time. Kunle T***** at Securus will paint a picture of anyone complaining about them that they are being crazy, and claim that they did everything they could do. How do people like this get to continue operating their businesses screwing people every day? ***** **** and Securus are basically stealing from me

Desired Settlement: finish the job means just one **** phone call. Securus needs to call ***** **** Credit Card Leasing and remind them that the machines were returned a long time ago. And they collected a thousand bucks from me in the process already, and just be happy with that already. I did not agree to be in a 4 year contract with some unnecessary 3rd party cc machine lease scammer business. I agreed to let Securus and ***** **** get into my business for a 6 month trial. Kunle T***** wrote, emailed, and said verbally that I can get out of this whole deal if I'm not saving money with them. He DID NOT say that I could only get out of half of the deal. I am going to keep trashing this company day and night. What does that tell you about this guy Kunle? All he has to do is make a phone call. Instead he's that kind of ******* that would rather fight endlessly with the customer.

Business Response:

Securus Payments attempted to engage Mr ******** on a professional level.  As is demonstrated by his post here, he is not interested in doing so. He continues to be abusive and threatening in his communication.  His email communication has been laced with profanity, accusations and threats of defamation towards Securus Payments as a whole and members of the staff directly. Even after the point that 

The terms of his contract were clearly listed in the documents he signed, including the terms of the lease with ****.  It has been explained to Mr ******** several times that Securus Payments has no control over **** and that cancelling the processing account and returning the equipment does NOT terminate the lease.  He is contractually responsible for the full financial equipment that he agreed to at signing.  Failure to accept this fact does not make it untrue.  Please find multiple documents attached where the terms of his lease were disclosed and acknowledged.  Per BBB allowances, secure and proprietary information has been redacted.  

At this point, Securus Payments is willing to work with Mr ******** and continue providing our contractual agreed upon service, but as he continues to be abusive and threatening, he himself is making that impossible. 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

Consumer Response:

  This is only half of the contract. Which I didn't even fill out, the sales rep did all this. Yes I agreed, but only if I save money. Kunle T***** AND ***** **** are crooks. He knows what he promises people, it's that he will let you out of the contract after a 6 month trial. He doesn't say "oh, by the way, you only get let out of the Securus contract...your still stuck in the ***** **** credit card machine lease contract". Which is assumed since you send the machines back and he said you can get out of it ALL. This guy is just a liar.

And the part where he refuses to help his customers because they become abusive is a lie and a joke. People only get abusive after months of Securus blowing you off, deceiving you, making errors on your account.....

Jeez, just read the internet reviews about this company. Lots of people saying the same thing. And how abusive can you be over email. It's not like I drove up there to kick his ***. I sure as **** want to.


Think about it the ***** **** cc machine lease thing here. Who in the world would agree to a $7000 4 YEAR LEASE for cc machines? The things cost a few hundred bucks to purchase new, and every cc processor always gave those to me free. The only reason you agree, is because Kunle PROMISES IN PRINT and SWEARS VERBALLY that you can get out of the contract if your not happy. If either company had any intention other than to screw you over, they wouldn't be pulling this scam like this.


If anyone is actually reading this, would you just keep paying to lease worthless stuff you don't even have? Of course not. It's expected that if you can break free from this Securus deal, that the machine lease goes with it.

 

Complaint: ********

I am rejecting this response because:

Sincerely,

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

7/31/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 24, 2015, Mr. Jeremy M***** and his wife Sonja, representatives of Securus Payments Company came to our business ***** ******* offering us a FREE new machine that process credit cards if we agree to his lowest rates, and there would be no charges on any debit transaction that we take! That offer sounded too good to not take it, since we do a lot of debit transactions.When Mr. M***** finished filling the application he said There will be 48 payments of $69.99 for the machine, and all rates will also be included! at that time my wife told him You are lying, you told us the machine would be free! then, he said Nothing is free in the U.S.A. somehow we need to make money.When we started reading the contract which is 12 pages long, that we are including, Jeremy said Everything is included in the $69.99, machine and all process fees. witness of this conversation that took place are; ***** ********, ********* (my wife) and I ***** *********.We signed the contract believing everything he told us, we trusted him, and since we are honest people we thought they would be honest too.Mr. M**** and my wife (*********) talked to Mr. M*****s supervisor Michael, asking him for a discount on the amount of $3,359.52 (48X69.99)His supervisor Michael offered us $250.00 to be deducted from our monthly bill, up to wright now; we have not received any credit on our statement.When we received the machine, we found out there was no pin pad included, and there were more charges that we had to pay that we were not aware of. At that time I called Jeremy several times, to let him know that we were not happy with the machine and we wanted to cancel the contract, because it needed the pin pad, and everything he told us was not true! At this time he started getting upset and yelling at me, and I told him Mr. Jeremy Im not yelling at you, so dont yelled at me He said to us You sign the contract already We talked to a lot of people in customer service (Marshall, Sonia, etc.,) several times about Mr. M***** lies and to cancel the contract, but nobody took us serious. Jeremy and his wife promised they would come to install the machine, but instead they told us to contact to customer service. ***** told us the machine was set up to take debit transactions automatically, this was another lie! We try to call Kunle T***** (Vice President) at ************ *** and could never get a hold of him.Jeremy and ***** told us they would send us 50 (fifty) FREE gift cards, that we never received.We are including two original receipts to prove that the quality of the machine is not good for a machine that cost $3,359.52 dollars.The contract reads that we should get an equipment type Dejavoo V8 but instead we received a model Castles V5s.Mr. Jeremy promised he will give us $50.00 dollars for each recommendation, and he also said he would take us out to dinner, we told him we would give him 3 possible customers, But as soon as he finish the contract process, they left in a rush, without asking for the 3 references.As off wright now, there is a charge of this company from our checking account as follow:4-10-15 $77.67 lease payment 4-02-15 39.93 Bankcard disc. Total of $117.60 (One hundred seventeen dollars and 60cts) which has to be credited to my account as soon as possible. With this date, we are returning the equipment and we are cancelling all issues related to the contract with Securus Payments. These two persons, Jeremy and ***** that represents Securus Company, they do business by lying to their customers, which its not ethical at all.Thank you for understanding. Sincerely,***** ************** *******

Desired Settlement: This account must be cancelled because we did not receive what was offered to us, we were tricked with many lies. Because we are honest business people this situation puts us very stressful.We have already returned the machine, we need is credited to our bank account the amount of $117.60 dollars as soon as possible.Thank you for your intervention.***** *********.

Business Response: All of the fees that Mr ********* is disputing are clearly listed in the contract that he signed and initialed in multiple places.  As to the PIN debit issue, he was billed at discounted rates for debit transactions as the information on whether a card is credit or debit is imprinted in the magnetic strip on all cards.  Never once in the contract was it disclosed that he would be receiving a PINpad.  In fact, when he called in demanding a PINpad, his rates were decreased further and he was provided the requested equipment at no cost.  

In regards to the equipment, it was explained to Mr ********* that the incorrect faceplate had been added to a shipment of the V8 terminals and that he did have the correct terminal, but if he was more comfortable we would gladly swap out the terminal.  He refused to listed or accept the offer.

At this point, Securus has more than met the terms of the initial agreement and is perfectly willing to continue to do so.  

Consumer Response:  
Complaint: ********

I am rejecting this response because:

 
Jeremy M*****  representative of Securus, told us that there will be only a $69.99 monthly charge for the machine and the credit cards fees and no debit charges!

Up to right now, there have been charges that we were not aware off as follow:

4.02.15   $39.93

4.10.15     77.67

5.04.15      2.49

5.04.15     11.90

5.04.15     63.31

Total of  $195.31

 Less than a month, they have withdrawn $195.31 from our bank account.

With lies Jeremy did not let us read the contract, he took it out of my wife hands and he told us just to signed it, that there will only be a charge of $69.99 a month.

Mrs.***** ******** is a witness of his promises. And some of the following issues.
 
·                   
We never received the credit of $250.00 as the manager Michael promise us by phone!

 ·       
We were not supposed to be charge for any debit transition!

 ·                   
The machine does not give the choice to customers to choose between debit or credit!

 ·                   
Customers are our main priority, they were very uncomfortable signing the receipt when they requested as a debit! They had no choice to chose with that machine,!

 ·                   
Yes, we called demanding a pin pad because we were supposed to receive one!

 ·                   
NOBODY told us about the supposedly “rate decrease” This is another false statement!

·                   
That’s a bunch of lies! NOBODY told us about the exchange on the equipment. We received the wrong one!

We were not satisfied with the service, we were not satisfied about the fees, and we were not satisfied with the machine.  

Jeremy told us that it will be $69.99 total monthly charged, we trust him, we took his words.

Jeremy start  lying,  he only new what he was doing, and up to right now, they continue lying.  We demand a credit of $195.31 as soon as possible.


Sincerely,

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

Business Response: As of this point, we have addressed the merchants issues both on the phone, with the AG and via BBB.  

Simply providing documentation does not justify nor support his claim, nor is there any demonstrated breach of contract. 

Most of the issues stem from his perception and refusal to listen to customer service representatives who attempted to assist him multiple times.  

Consumer Response:  
Complaint: ********

I am rejecting this response because: 

We demonstrate sufficient evidence that they committed a fraud;
they are forcing us to take a legal decision, which they will have to take
responsibility for the charges. Thank You.

Sincerely,

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

7/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Due to unexplained charges I called Securus numerous times and received no response from them. I then decided to sign up with another company and faxed a cancellation notice to Securus on April 16, 2015. I never received a response from them so I considered the account cancelled. Then on June 3, 2015 Securus ACH debited $74.89 from my bank account for monthly charges even though we did no transactions with them. On June 5, 2015 I called customer service and was told that since I didn't use their letterhead for my cancellation notice they would not honor it. So they then emailed me their letterhead so I could fax it back to them and it would take up to 30 days to process so they could charge me for another month. I really think this is an unfair practice. I emailed a complaint to the Attorney General Of Ca and OR.

Desired Settlement: For Securus to ACH deposit the monies they ACH debited my account.

Business Response: It is industry standard to have specific and strict cancellation procedures to ensure that only an authorized party can close a processing account.

Had Mr ******** called in to customer service prior to cancellation, as he had done with previous concerns, we would have gladly advised him of the proper procedures and assisted him in any way possible.  

Securus Payments did expedite the requested cancellation once the proper procedures were followed.  

No reimbursements are due as the fees assessed are valid. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: the reason I cancelled was because of all the phantom charges.  I talked to Devon V***** multiple times and she never got back to me with a response, hence the cancellation.  All the other credit card companies do not require cancellation requests on company letterhead.

Sincerely,

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

Business Response: The policies and procedures of other companies have no bearing on those of Securus Payments.

Regardless of what another processing company may or may not do, Securus has a very specific process that was not follow properly.  Had it been, there would not be an issue or complaint.

At this point, all fees assessed are valid.  

7/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The sales person sold me a Point of Sale (POS) system that cannot be used by my type of company. It will not upload our inventory therefore it is useless to me. I cannot get anyone at the company to return phone calls or deal with the issue. This has been going on for 5 months and it still is not resolved.

Desired Settlement: I would like to be released from the contract since the product sold to me was misrepresented.

Business Response: Securus Payments and "*** **** **" have both worked diligently together to find an amenable solution to meet this business's needs. Securus Payments has devoted time to manipulate and detail this merchant's spreadsheet and was able to upload it into the Point of sale system. This information was provided to the merchant.

Securus has explored multiple options for this merchant's existing Gift cards and scanning ability for new inventory. While a resolution is possible, at this time out of good faith, once the Point of Sale equipment and the terminal have been returned, Securus will terminate the processing account and equipment lease at no cost to the merchant.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* ** You can also email to *******@Securuspayments.com.

Consumer Response:  
Complaint: ********
I am rejecting this response because: Securus Payments has illegally taken $1555.69 from my business account and will not agree to pay the money back.  They will not return my call/emails to resolve this matter.

Sincerely,

**** ******

Consumer Response:  
Complaint: ********

Per Securus' inquiry, I am attaching the check stub for the monies received from ***** ****.  As you can see, only $1004.63 was received.  

Sincerely,

**** ******

Business Response: There was an internal miscommunication that Securus Payments apologizes for.  

Mr ****** has received all the reimbursements entitled too.  If he feels he is entitled to more, simply upload the supporting documents and a review will be conducted.  

7/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Mar 2014, **** ***** Sales Agent of Securus Payments came to my restaurant to offer a credit card processing services with lower cost than ***** **** ****** ******* ******* (POS System and Processing Company that I have been using at that time). At that time, I told them I'll use their services if they could pay me upfront all the penalties fee from ***** ***** **** (Credit Card Terminal Lease) and ***** **** ****** ******* (POS System Lease) which I was involved. He said he's sure that his company can do that; however, he gotta go back and talked to his Sales Manager, ****** ****** On Mar 11, 2014, **** **** sent me an e-mail confirmation that his boss approved to pay $1,000 for prior cancellation and the rest will be paid after e-sign contract before Mar 21, 2014. Thus, I signed the contract with them. After 2-3 weeks later, they sent me a credit card terminal by mail. I called **** and asked him why he sent me a terminal, because I signed a contract for POS System. He said it's just back up machine and I don't have to use it; just keep it while his company tried to integrate the POS Software for me. On April 2014, I got a leasing contract letter from ***** **** ****** ******** so I called him to ask whether this is from his company or not. He said "Yes". However, he said this ***** **** ****** ******* ****** is just leasing company (Third Party) they used, I'm not involved with them at all and he said I just need to sign it. Thus, I signed it. After I completed all the contract until now, I get nothing; no software integration; no $1,000 prior cancellation; no all penalties fee upfront. I tried to talk with them **** ***** Sales and ****** ****** Sales Manager including **** in order to figure it out what's wrong. **** told me that this leasing is for Credit Card Terminal; not POS System and I have to pay $89.99 plus tax/month for 48 months for this terminal or I can pay the early cancellation fee of $4,000. I tried to explain ***** but they're rude and refused to do anything. After that **** and ****** called me and insisted it takes sometimes to integrate the software for me and asked me to wait. However, I'm not happy anymore since Securus Payments have charged me for a minimum fee $34.97 (April 2) and $34.95 (May 5) for the thing that I'm not using and signed for. Plus, I was charged for Leasing $111.99 (Apr 16) and $94.94 (May 12) from **** which they said they gonna refund everything back to me, but it's nothing. I tried my best to negotiate with **** and ****** to cancel everything for me both on Securus and **** that they asked me to sign the lease. Firstly, **** tried to refuse his responsibility, he said it's my fault now. I'm not using that terminal. If I want to cancel, I have to pay his company cancellation fee ($495) also. Thus, I told him I gonna report this matter to BBB in order to protect myself, so he just tried to tell me that his company gonna be responsible for everything without any charges and he will send me all the cancellation paper from Securus and **** last week and all I have to do is sending a terminal back to them which I did I've decided not to wait for him anymore since it's been another week. If you need more information or evidences (All e-mail conversations and text messages, and contract), you can contact me at ************@hotmail.com or XXX-XXX-XXXX).

Desired Settlement: Cancellation Paper of all Contracts between *********** and ***** **** ****** ******* ****** and between *********** and Securus Payments. Also, Securus Payments should refund me all the fees charged from them and *****

Business Response: This merchant account was closed per the merchants request and no further billing will occur.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in my desired resolution, I would like them to contact ***** **** ****** ******* (****) in order to cancel the Credit Card Terminal Leasing also since **** sent this issue to their Collection Department for collecting an early termination fee (About 4,000) from me.

However, I sent this issue to OREGON DEPARTMENT OF JUSTICE and also sent a Dispute Form to **** regarding this issue and still wait for **** reply.

Business Response: At this point, the merchant seems to be disputing an issue already addressed in a previous response. 

The $1000 Sign on Bonus they are referencing was contingent on them processing transactions with Securus Payments.  They documents they signed, and were clearly explained several times, state unequivocally that the merchant must process for 30 days before they are eligible to receive this bonus.  As they state multiple times in their complaints, they never processed with Securus Payments or used the equipment they were provided.  

The fee reimbursement they refer to was also addressed in a previous response.  Securus Payments offered to reimburse the fees prior to processing, in full, once the merchant was up and processing.  The merchant never processed, so no reimbursements were due.  

Securus Payments went out of their way to assist and accommodate this merchant, but offers and assistance wee declined and the merchant returned the equipment without giving an opportunity for resolution. 

At this point, the merchant is simply rehashing issues that were addressed previously.  

Securus Payments would gladly  assist should the merchant wish to reestablish service.  

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I have all evidences (both paper and person) that can support my compliant to Securus Payments. This company is fraud and not reliable. I've had confirmed my point before I e-signed with Securus. I do not want to establish any business with this kind of business anymore.



Sincerely,

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

7/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Securus apparently represents another company, ***** **** ****** *******. This info was not shared in the sales process by the rep ********* *********, or her sales manager, ***** ******. Both verbally assured me my contract would be cancelable and ********* wrote this on the contract. She also wrote on the leasing agreement when I questioned the very small print saying it was not cancellable that this was merely for Securus' info only - this she wrote at the top of the agreement, per my request. She was at my business pressuring me for several hours to sign. Finally, she and ***** promised me I was to receive a guarantee letter with all my concerns addressed- also written on the contract by the rep. When the letter arrived, it did not contain the cancellation info and I contacted ***** directly asking to cancel the contract. I did not take possession of any equipment at any time. After much e-mailing and phone calling, I received a cancellation work order from a company called ***** **** dated 1/5/2015. I did not hear from anyone re. this matter until I received a $6000+ collection notice from *** **** ********** for ****** **** Legal Resources. I called the number and a person answers "Hello" ? I ask about this letter and what company he represents and he says "Securus". it is clear there is some kind of collusion between these parties and a google search yields much insight into the bad dealings these companies are having with small businesses that have little recourse. Incidentally, I have a 823 credit rating and pride myself on being a responsible consumer. This entire episode has been very distressing to me, and I can only hope that by sharing my story someone else may avoid the problem I find myself dealing with here.

Desired Settlement: Refund $34.98 in charges for services not rendered, have the secondary business, ***** ****, agree to stop collections for services I did not receive for a leasing I was told, and have in the sales rep's handwriting on the lease, is "for Securus use only", any possible attorney's fees that may result from possible litigation from this matter.

Business Response: If Ms ******* would care to upload the documents she is referring to that contradict the standard terms of the lease and contract, we at Securus Payments will be glad to review them.  

Contrary to her report with the BBB, Ms ******* advised customer service on 12/10/2014 that she was told she could get out of the contract free IF she sold her business.  This is completely accurate.  It is Securus Payments' policy to assist in transferring ownership of both the contract and the equipment lease over to new ownership at no penalty to the original signer of the account.
 As of now, Ms ******** had multiple contacts with Securus Payments in regards to this issue.  At one point we were advised that Ms ******* might be selling her business and we offered to assist in transferring the lease to the new owners.  This process was explained to Ms ******* on 12/10/2014 and after that, there was no contact. 

As of now, both Securus and **** have upheld their end of the agreement and provided Ms ******* with the service and equipment to use. 

Should Ms ******* wish to continue processing, we will be glad to review rates for even further savings and consider reimbursing fees for non use after processing is re-established for 60 days. 

 

Consumer Response:  
Complaint: ********

I have referred the matter to my attorney who has advised me not to comment further at this time. I reserve the right to comment at a later date.


**** *******

7/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was promised a merchant card reader at $300. I found out later that I was charged over $3000 and it is now on my credit report

Desired Settlement: I want my credit report updated and the price adjusted to the amount given. I have an email from the company saying they don't know why I have this information on my credit report

Business Response: Per the agreement that Ms **** signed, she signed the personal guarantee on the contract, so the lease check was run against her personal credit.  This is specified in the agreement signed in Sept 2014.  Also specified in the agreement is the 48 month non cancellable lease in regards to the equipment.  There is no language in the contract stating that the terminal would be charged any amount up front, but she would pay $69.99/mo for the 48 month term of the agreement.  

As of this point, Ms **** has not demonstrated that she has been billed $3700 for the terminal.  If she was billed the amount erroneously, Securus Payments would be more than happy to research and resolve this issue.

Securus Payments is always here to assist in any way possible and resolve all issues to the benefit of all parties involved.    

Consumer Response:  
Complaint: ********

I am rejecting this response because:The agent told me that it would only be billed for 4 months not 48. I emailed him once I saw the amount on my credit and he said he had no idea why such an amount would show on my credit and that he would get back to me. After some time when he did not I sent another email and it was rejected as an invalid email. I called and was advised that Robb no longer worked for Securus due to his shady practices. So now here I am having signed a contract that was nothing like what I was told and I guess the blame will be on me. I want this company to know how robbed and deceived I was and it's a shame that you all prey on small business. I will NEVER recommend your products to anyone, ever. This is the worst business experience I have ever had. If you would like copies of the emails I will be happy to send them to you

Sincerely,

******* ****

Business Response: At this point there is nothing further to address. 

Ms **** has simply rejected the response because she does not agree with them.

If she would upload the emails, redacted as allowed by the BBB, to this thread Securus Payments will gladly review them.  

As stands, however, the account is in proper shape and Ms **** will need to abide by terms of the agreement she signed.  

7/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Had $ 99.64 charged from bank without any bill statement , called, they push to ***** **** lease part . Waited 3 weeks no response. No time line when I will get reimburse. They have no action , salesman no longer pick up the phone . Also they charge fees that is not supposed to charge on the contract . Salesman said free cancel if not satisfied, now there is cancelllation fee $990. And the total rate is higher than old one , they said they can match it. , but they just have no action to change it. All their representatives and so called "boss" push my problems around , never get back to me for a whole month. very alike other complaints to this company. Help me, what can I do to get out from this inresponsibe company, please.

Desired Settlement: Cancel the service and get my reimburs

Business Response: All of the fees the merchant is disputing are clearly listed in the contract.  As is the **** terminal lease. In fact, the specific fee of $99+ is clearly discussed on a document where Securus clearly describes the fees that will be assessed and when.  

The merchant signed in several places that they understand and agree to all terms including the $999 ETF. 

Securus Payments is eager to continue a mutually business relationship and if Merchant Liu would like to call in to customer service, we will gladly discuss all aspects of the contract and demonstrate how this will benefit their business and show the savings promised.  

7/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In February a sales person (Alexander W****) came from Securus Payments stating that he worked for ***** **** and he would like to save money on credit card processing. After listening to his offer i told him specific problems I would like to avoid since I just had a problem switching merchant processing company before. The current processing company I was using needed the money to go through a trust account to pay back the previous loan for the store. He assured me that they can do it and also that if they have any problems, they would cancel the contract without any penalty. His manager sent letter signed that they can beat or match any offer otherwise they would cancel the whole contract without charge. After 3 months, and few back and forth with the sales person Alex, the merchant service has not been installed. I've called 6-7 times to get an update or status and he kept asking me to wait. Now Alex is not picking up the call and he just texts back saying to call someone else. I call the new person and leave 3 voicemails and I don't get a phone call back. I tried calling the company and customer service says that has to be dealt through sales and would call me back but nobody calls me back. I tried calling the manager Brandon K*********r and left messages but he is not returning phone calls either. Now I'm getting threatening letters from ***** **** that i need to make my monthly lease payments for the machines and that I am past due and they will send me to collection and yet I am not processing with the company nor am i getting any customer service regarding when the terminals can be installed or transferred over. I feel like i have been conned into signing a contract, and being told that they can resolve or overcome any previous issues and bind me into a lease i can't get out so he can make his commission or bonus.

Desired Settlement: I am just asking either to finish the installation as promised and transfer over my merchant services. If they can't do it or don't know how to, I would like them to void all the contracts including the leasing contract with ***** **** so that I can move on with my life.

Business Response: There have been some communication issues between Mr ****** existing POS provider and Securus Payments.  We have had multiple conversations with them between 5/20 and 5/26 and are working to resolve the issues.

Securus Payments is committed to completing the installation and conversion as soon as possible and resolving any billing discrepancies that may occur.  

Consumer Response:  
Complaint: ********

I am rejecting this response because:
After each conversation I was told I would get a call back from the  manager John D*** since the sales rep that sold me (Alex) is no linger with company. I was told from beginning that they would take care of the conversion without my involvement and seems everytime I call, all I get is an excuse. The main problem has been the conversion  and nobody has yet to assure me if the conversion is possible. ***** **** has reached out to me saying they are having access to my bank account. Which I told securus payments it might happen from my previous experience. But they asured me this would not happen. I signed this contract in February.  Only reason I am escalating this to the BBB is because ***** **** is threatening to send me to collection when securus payments has yet to finish installation and nobody has called me regarding the bank account issue. I am asking for them to void both the securus payment and ***** **** lease contract (who Alex told me he represented). 

I am just asking for help to get the job done or cancel so I can move on with my life. It seems they have problem sending money to my account and it seems it's not even going to work.

Sincerely 

*****

Sincerely,

***** ****

Business Response: We have made multiple attempts to work with the POS Vendor and have met with resistance. 

We provided the necessary parameters and data for conversion and have even paid the integration costs directly to the POS provider, but have yet to receive a positive response.

At this point, Securus is eager to move ahead, but are unable to do so due to the 3rd party involved in the situation.  

7/4/2015 Problems with Product/Service | Complaint Details Unavailable
6/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/22/2015 Billing/Collection Issues | Complaint Details Unavailable
6/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Salesperson ****** ****** told me that the card reader would plug into my computer & sync w Quickbooks, he also said that my ONLY monthly fees would be $25 for montly transactions under $1000 OR 1.58% of swipes over $1000, NO OTHER FEES. The terminal was nothing as promised & does not in any way sync to Quickbooks nor plugs into my PC but phone line of which I do not have available to use. The first day Secures charges my checking account $40, I never used ANY part of the service! AS SOON AS I received the box I tried calling customer service many times(phone number says 24/7/365 service) that number was a disconnected one & I tried to get ahold of ****** many times to no avail. I googled another number & spoke to a woman that was supposed to be tech support but did not know what a POS was nor how Quickbooks worked. She also wasn't sure why ****** wasn't returning my calls. Also found out that all of the promises of services & pricing structure was not possible. I demanded cancellation immediately, I was promised that contract would be terminated without incurring any fees what-so-ever. The next month Securus pulls money from my account again & my bank reimbursed the withdrawal & puts stop payment on future transactions.Securus then sends us collection notices.We have talked to several people over 3 months all of which say & promise something different. No one will give me a last name, ID number, direct phone or extension number.One day someone says account is deactivated & we will not incur billing, next day they say the account is still open & we owe. This place is a COMPLETE SCAM!!!! Still have NEVER heard back from ****** ****** original salesperson/scammer!! We NEVER USED ANY OF SECURUS SERVICES NOR FIRST DATA MERCHANT SERVICES because what was agreed to was not what was delivered in ANY FORM!This has been a continuous time consuming problem for 3 months without satisfaction.

Desired Settlement: I will not pay ONE RED CENT to this company. They must remove ALL billing charges & rectify the non-sense collection company trying to also collect unfounded charges. I demanded a shipping label for the 3rd time to return the terminal, which they finally emailed 1 today. I told them I will not pay ANYTHING but they continue to tell me the charges will still stand & we owe them. The only outcome I will accept is the removal of ALL charges & for them to correct the collection billing also. Otherwise I will file suit of fraud, defamation & other applicable charges my attorney deems appropriate.

Business Response: The pricing structure that Ms ********** references is not one that is offered by Securus Payments.  If she has the offer reflecting that from Securus in writing, we would be glad to review and honor it.  We do have m any POS work arounds that would allow her to process with us and not alter her way of doing business if given the opportunity.  

We do apologize for the inconvenience of the customer service phone number issue. There were some documents with a typo in the phone number, but they were discovered quickly and accurate information was provided to merchants that had received the inaccurate information.  As to her complaint of the Googled phone number, there is another company with Securus in the title, but they do not provide credit card processing service.  If she called their number instead, then of course the person on the other end of the phone would not be in a position to know what a POS system or Quickbooks is.  Nor would she be in a position to advise that the account would be closed.  

Securus Payments is more than willing to assist in any way possible and will gladly follow through with out contractual commitments if given the opportunity. 

6/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: After discovering that I could not get an internet line connected where it needed to be. After contacting the sales representative I was told he would look into finding a resolution. After a month had gone by and a payment was withdrawn from my bank account without any sort of service available, I contacted the sales rep and was offered an alternative that would raise my cost per month. This cost was then higher than the current price I was paying for credit transaction service so I was not interest in the deal. I then told my sales rep that I wished to cancel the contract but wished to be reimbursed the payments I had already made. The rep told me he would look into it. After waiting yet another month and another payment I tried to contact my sales rep by leaving voice messages and sending emails. I received no contact back. Another month and payment had gone by, still no service provided; I then contacted the customer service and requested to cancel the contract. I also requested a refund for all of the payments that I had made. I was told that I could not receive a refund for the payments and was asked to pay $495 to cancel the contract. The customer service employees were outrageously rude and treated me like a child. The customer service rep also contradicted his own words and put no effort into resolving the issue. This is not acceptable on any stance. The company sales representative told me he would take care of it months ago and never once told me that I had to go through customer service to cancel the contract. Now that I found out that was the route I needed to go I am still required to pay the cancellation with no refund. With the cancellation payment and months of withdraws for the service I will be paying the company $1214.00 without receiving any sort of service from the company. I am very dissatisfied and would not recommend this company to anyone. I am still requesting a refund for all my payments before paying the $495 contract cancellation fee.

Desired Settlement: I would like to pay the cancellation fee as the contract requests of $495.00. A total of $719.00 has been paid to the company for no service over the last several months. I would like a reimbursement of $224 to equal out all fees and payments.

Business Response: The complaints listed here blatantly contradict what is said when Securus Payments speak to the merchant himself.  

When unhappy with the terminal, we provided the merchant a wireless terminal and waived any wireless access fees (Normally $15/mo). We made multiple attempts to contact the merchant in April and May to follow up.  We spoke with Mr *** on May 18th regarding his service and clarified the benefits of the plan and promised to follow up with him when May billing was issued in early June.  Mr *** continued to use the service all throughout the month of May, and a call is pending to speak with him to review rates and fees. If Mr *** has further complaints, we encourage him to call in and we would be glad to assist, as every time he has called in for assistance, he has indicated to us that he is satisfied with the result of the call.  

Securus Payments is eager to follow through on the contract and promises with Mr *** and have been providing the service that Mr *** continued to use, even after filing this complaint.  

6/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The sales representative with Securus entered my establishment to discuss the services they provided. From start to finish most all of what the representative said was a complete lie. I was told that the contract I was signing did NOT bind me to a lease and that I would own all equipment when the "payment plan" was complete. He falsely represented everything about there company to secure the sale to my business and to get me to decide to switch to there credit card processing. When discussing the terms supposed to be a "payment plan" not a lease I told the gentleman that I am close to legally blind when it comes to reading small fonts and he needed to be 100% clear to me about the terms and conditions as I have a non correctable rare eye disease called Dominant Optic Atrophy. After the representative reassured me many times that this was a payment plan and that the only reason the word Lease was used on the paper I signed was because it was a generic document. Taking a man for his word I signed on and was excited to start saving TONS of money witch was a total lie also. I later got paperwork in the mail from ***** **** Leasing company showing a LEASE I had signed on to. When I called the representative from Securus payments he assured me still that it was not a lease. I then called ***** **** to ease my curiosity as to why it was paperwork as a lease and I was informed that it was a lease and at the end of the term I would not own the equipment like the representative had said. When calling the representative back and confronting him yet again he tried telling me more lies about how it still was not a lease. I then decided to contact a supervisor of Securus payments who also confirmed it was a lease. I then contacted the sales representative for about the 4-6th time and he then said that he must have been MIS informed by his boss about it being a lease and said there was nothing he could do. No one in the company will help and I want the contract terminated.

Desired Settlement: I want the contract terminated and all fees charged from my bank account refunded. I do not want to be responsible for any fees because I did not receive any equipment or service from this company. I feel the contract should be null and void due to its false representation and the advantages that were taken of my eye disability. They say they will cancel service but I am responsible for cancelation feed...that is not good enough. I want this contract cancelled with no fees or recourse.

Business Response:

Multiple conversations have been had with Mr ****** in concerns to his account and his leasing package, the benefits it provides and terms of the agreement. The last contact Mr ****** had with Securus payments previously to this case being opened was on February 26 of 2015.  At that point he spoke to one of our customer service regarding his concerns that at the end of the lease the equipment was not his, as listed in this complaint.  He did disclose his medical condition, so the representative verbally address all of the concerns brought up at that time. He was advised that Securus Payments had options in place to supersede the standard ***** **** ****** ******* ****** policy.  He was provided a document that demonstrates this in writing and has been attached to this case.  This document was sent to the email address we have on file, as requested per Mr ******.  For security, I will not disclose it here. He was satisfied with the explanation and resolution options available to him. 

At that same conversation, Mr ****** disclosed that he had what he felt was a better offer in regards to his processing rates. Per our written guarantee, Securus Payments will meet or beat any competitors rates.  He was advised to fax in the quote in writing for comparison and potential adjustments.  He advised the representative that he would and specifically stated not to begin cancellation procedures at that time.  No fax was ever sent and no processing was ever established on Mr ******'s account.  Without processing, it is impossible to state whether or not another quote would be saving money over Securus Payments.

Securus Payments is eager to have Mr ******'s business on board so that we can provide the best rates and savings promised.  We are even willing to review against whomever he is currently processing with to see if further savings and discounts are warranted. 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

Consumer Response:  
Complaint: ********

I am rejecting this response because:my issue with this company is the initial lies I was told to get me to sign on. I did get many offers from them to correct my concerns other than what I wanted. I want to be released from the contract that I was swindled into signing. Why would I want to continue doing buisness with a company who lied to me to get me to sign a contract in the first place.  There is nothing they can do to better the issue because I do not want to be in a lease and that is what this contract is even though it was presented to me as not being one. The only offer I will accept is cancelation of the falsely represented contract. 

Sincerely,

***** ******

Business Response: Mr ****** is being incredibly understanding and providing us with an opportunity to live up to our promises and contractual guarantees.  

Securus Payments is shipping out a terminal today for us to honor the pricing that was presented at time of signing.

Securus Payments also commits to review Mr ******'s account after 30 days of processing to establish what reimbursements can be issued.

We appreciate the opportunity and look forward to a long business relationship

Consumer Response:  
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.

Sincerely,

***** ******

6/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract and also received a letter form the VP of Inside Sales stating that I would not be charged any annual fees. This company withdrew 193.95 and 211.95 from my checking account without any warning or notification. This has also caused my checking account to be charged 140 in overdraft fees. I called the company and at first could not explain the charges. They called back on two occasions with no better explanation and also said they could not reverse the charges.I spoke with the manager and he could not help me either. He was very short with me. He stated they were for PCI compliance and I signed the agreement when in fact this is a lie. I asked "If the charge was $2000 then I would still be screwed" and he said yes. His name is *****. There is no amount saying anything what he stated. This should be a criminal act.

Desired Settlement: I want all the charges refunded to me including $140 in overdraft fees. I am not going to let this go until it is solved. This will be all over social media, Ripoff report, and current customers they have.

Business Response: This merchant's processing account was closed due to NACHA rejects.

Securus Payments has instructed this merchant how to resolve this matter.

Until this NACHA reject is resolved, this account will remain in the current status.

Securus is here to help resolve all issues with this account.

Please contact Customer Service to service this account.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
 Of course it is being rejected. It's closed because I stopped it.
Sincerely,

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

Consumer Response:  As stated in original email: after many phone calls and emails your company has done nothing to correct the measure. I have a signed document stating in fact no fees of any kind. Please stop making false accusations. 
Complaint: ********

I am rejecting this response because:

Sincerely,

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

Business Response: The standard document that addresses this concern does state that there will be no annual fees from Securus Payments.  There is an annual fee assessed by the PCI, the body that oversees credit card processing as a whole, that cannot be circumvented.  Securus Payments does, however, reimburse this fee as long as the account is in good standing and actively being used. PCI Compliance is addressed in all contracts.  

 


 

6/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 09/1*/2014 To Whom It May Concern: 11 ******** *********, am President of **** ******* *** ****** **** * signed up for service with Securus and First Data on 01/10/2014 and have not felt that the service and equipment have held up to the agreement/contract signed. When we signed up, the machines worked for the first two weeks without any issues, but that is the longest time that they have worked without issue since that time. We have had to call multiple times each week to get assistance to try and fix them. In the last 8 months since I signed up, the sales representative has been to our location to try and fix them at least 15 times, but we continue to have these issues with the machines not working. We have spent over 1,000 hours on the phone or on the machines trying to fix these issues. When we first signed up, we specifically said that we did not want to get internet at the store and were told that we didn't need it. After having issues, we were eventually told that we would have to get internet at the store for these to work. After we got internet working at the store, the machines still don't work. When we call for assistance, we are always asked to reprogram and/or reset the machines, but that only temporarily fixes the problem as the machines continue to not work. Not only have we spent so much time and man hours trying to fix these machines, but we have had many customers walk out of our doors because we couldn't charge their debit/credit card. After 8 months of machines that don't work properly and not being able to provide the customer service to my clients that I strive for, I have tried to cancel service. To this point, I have been unable to based on a contract that was for 4 years even though they haven't held up their half of the contract. Sincerely, ******** ********* ***PLEASE SEE ATTACHED DOCUMENTS ONLINE***

Desired Settlement: See Complaint Text

Business Response:  Securus Payments has offered to replace non-working terminals with preprogrammed Dial processing terminals. These terminals will be ready to operate out of the box. Securus Payments has also offered an alternative pricing structure to maximize savings. Merchant was able to process from January to September 2014, then stopped. Securus has contacted this merchant several times to resolve. Securus has worked with this merchant many times and to resolve this issue merchant will need to do a conference call with Tech *******. Merchant is declining all Securus Payments resolutions. Securus Payments is here to assist, please contact us with any further questions. If you have any questions or concerns, please contact Securus Customer Service at ************** extension *. You can also email to *******@Securuspayments.com.

Consumer Response:  **** Please See Attached Documents ****

They maybe offering now. We went 9 months with 4 terminals not working right. The terminals we send back to *** **** ******* **. says the terminals are not theres, who’s are they? Securus has lied on everything, where’s the money for the purple heart? We are out thousands of Dollars, we have moved on I wish they would to, and just let us out of the contract with Securus + *** **** ******* ***

 

Thank you

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

******** ***

Consumer Response:

**** Please See Attached Documents ****

It was determined After I sent 4 terminals back, why didn't you do something to fix the router, why did you let us go 8 plus months with the terminals not working.

As for ***** *** ***** ******, the terminals you sent us, all for, Do Not belong to them, where are the terminals that belong to them, you have them!

I don not want to re-establish any Service with your Company, you and your salesman lied.  Lied about 49 cents going to the purple heart.

Business Response: The only new concern seen here is the question as to why we did not fix the router.  The simple answer is, as specified previously and in conversations at the time, the router was not within our purview.  We are not an internet provider, nor do we deal with internet service issues.  The router was provided by a third party, either the merchants current or previous internet provider, and not something we have any capability of addressing. 

If the router itself is the main crux of the complaint, then this case was opened against the incorrect party.

Securus Payments remains open and ready to assist with any and all issues that fall under our purview and look forward to assisting further.  

6/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Securus Payment sent a regional account executive and went over our credit card billing invoice for a business processing credit card charges. **** ******* said you can cancel at any time and send a credit card machine which is wireless.Everything is all lies. The regional account executive does not answer your calls, the company does not want to speak and help you get issues resolved, have not connected, but no one is answering calls back. They put you on a lease which they do not tell you, you are on a lease.This is a "mickey mouse" company with lies, and more lies, they do not want to speak to you and say you can not cancel after we were told we could cancel at any time without any fees or anything like that. Now they say you need to have a fee of $998.00 this is ridiculous, we did not even use them.

Desired Settlement: DesiredSettlementID: Other (requires explanation) They should keep their word and end all leases, which we did not have a transaction, let us send everything back to them and we do not owe them, they do not owe us. We do not know them and they do not know us.

Business Response: All of the fees and terms that are being disputed in this
claim are clearly listed in the signed agreement and signed/initialed in
multiple places.  Documentation has been
attached.  The secure/private information
has been redacted as approved by the BBB. 
The lease terms are clearly listed on no fewer than 2 places and signed
and initialed at each.  The Early
Termination Fee is listed as well.  Should
Ms. ********** have signed documentation stating otherwise, we would be glad to
accept it for review. 

 

As to the claims of no communication, we have multiple
documented attempts to contact the merchant where our customer service
department was left on extended hold or hung up on when trying to assist the
merchant resolve their concerns and issues.

 

Securus Payments is committed to fulfilling our end of the
agreement and are glad to assist Ms ********** proceed in any way
possible.  

5/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Securus agent came into my business and told me they were going to provide me with exceptional credit card processing service for my small business. I received a credit card machine that I did not sign up for, they told me they were going to reprogram my existing credit card machine which is an FD100ti that I have been leasing for 3+ years. When I received the new credit card machine from Securus I called them immediatly to tell them that I did not want a new machine because I am already leasing one. My sales agent told me the machine is free and to plug it in and use it. I did just that and was having issues becasue the machine was very slow, the deposits for my credit card took 3 business days to be deposited to my bank account, I received error messages with the machine and called Securus for support. They never answered the phone and I received error messages when calling stating I am calling from an "outside area" and they phone would then disconnect. I then emailed them multiple times which I still have copies of and they never responded to my emails. I then receive a letter in the mail from ***** **** ****** ******* stating I was locked into a 48 month lease for $130 which I absolutelty never agreed to. I called the leasing company to explain this and cancel and they told me I had to work this out with Securus. I called Securus multiple times after and still to this day have not received a response. I am so very upset and have been taken advantage of and lied to. I then mailed the machine back to them in October 2014 and still am getting charged for the machine. I did not sign paperwork agreeing to this as they must have forged my information.

Desired Settlement: I would like this lease terminated and would like for Securus to refund my prior lease payments since I was told my machine was "free". I would also like a copy of the paperwork that I "signed" for the lease so I can bring to my attorney to file a fruad claim.

Business Response: There are multiple records of calls between the Mr ***** and Securus Payments regarding his account and contract.  The contract was signed in August of 2014 and a welcome call was completed on August 12th 2014 where the entirety of the agreement was once again explained to Mr *****, including the details of the lease.  Mr ***** had requested a PINPad be provided to him.  There was a delay in the shipment of the PINpad and it was received and set up on Tuesday August 26th, 2014.  There was no further communication from that point until Securus Payments initiated a rate review on October 3rd, 2014 and lowered the merchant processing rates as a courtesy.  Shortly thereafter, Mr ***** contacted Securus Payments to cancel his account. It was not until he he was advised of the Early Termination Fee (ETF) that fraud was claimed.  From August 2014-October 2014, Mr ***** used Securus Payments to process his transactions without complaint or issue.

A contract was provided to Mr ***** at time of signing.  If he wishes to receive an additional copy of the contract, he will need to contact Securus Payments customer service at *** *** **** to verify security and mailing information.

Securus Payments would be more than happy to reinstate Mr *****'s account and continue processing at the agreed upon rates.  

Consumer Response:  
Complaint: ********

I am rejecting this response because: we were using the equipment under the assumption that it was free, at no time during the welcome call was the lease discussed.  I would like a copy of the conversation to prove this.  This company is lying and they did not review this information at any time.  We closed out merchant account because we were unhappy with the service and deposit time from from the time we swiped cards to the time we saw the deposit.  The issue here is not the "etf", the issue is the equipment lease that we were not made aware of.

Sincerely,

***** *****

Business Response:

Per Mr *****'s request, we have attached the 3 separate documents where the cost of the equipment and the term of the lease are clearly laid out.  

As is clearly demonstrated, the cost and term of the lease are clearly spelled out and all documents are signed and acknowledged.  Securus Payments prides itself on transparency. Before an account can be boarded and opened, all merchants my read, initial AND sign the attached documents.  Mr ***** clearly initialed and signed the documents in regards to the lease.  On the Delivery and Acknowledgement form he clearly initialed that he understands the terms and conditions of the lease and on a separate line acknowledges that the lease is non-cancelable. 

Securus Payments would enjoy an opportunity to provide Mr ***** with the service and most competitive rates in the business. 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

5/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got Securus in 6-10-4014. I was suppose to get 2 credit card terminals, 1 check cashing machine, and $750 in cash after proof of lease payments coming out of my checking account. I have called and worked with this company to get my stuff right since June of last year. I received 2 CC machines, a Check cashing machine that wouldnt hook up to the CC machines. I also recieved 2 more cords that didnt work another check machine and another cord that wouldnt work. They sent for the return of the products which I sent back. They also wanted the CC machines back, I told them I couldnt because I had to process CC through them. That they needed to send me another machine before I could send these back. As of today 1-21-2015 I have not received anything from this company as I was promised as of Dec 2014. I have been on hold with this company today for over 1 hour. I havent been able to get in contact with them for months.

Desired Settlement: I would like for my lease to be canceled with them, no more money to be taken out of my account, and for them to send me a return shipping label for their equipment. Also a reimbursement for the over charging for the equipment I didnt have.

Business Response: Securus Payments has issued this merchant's reimbursement. This merchant has been sent the correct cables to process and utilize service and process. Securus Payments has reviewed this account and this merchant is saving versus their previous processor.

Securus Payments is here to resolve all issues and service this account.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* ** You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
They are lying I cant use the equipment, because it was sent wrong, and I was never able to use it. They ask for it back I sent back all the check cashing stuff. Never to hear from them again until Dec 2014 after calling and complaining about it. They have also taken $125.00 out of my account for PCI fees and $495.00 early cancellation fees for a service that they never lived up to their contractual agreement on to start with. Let them prove where i have cashed the first Check using their system. They wont be able to cause its never happened, never got to even sign up with the check cashing system. They didnt resolve nothing but took more of my money Just this month. Thanks **** **********

Consumer Response:  
Complaint: ********

I am rejecting this response because:  They are lying, I never received the $750 they promised me when I signed on, even though I sent them the info they requested.  Yes I canceled my account because I couldnt wait on them any longer to do nothing.  They never answered my calls, the person I talked to with the emails evidently ended their account, because I kept getting the mail return error.  They charged my account $495. for the cancellation, and they have been charging my account over $170 a month since I have canceled the contract.  ONLY UNTIL I REPORTED THEM!!! and canceled my account did they get off their HIGH HORSE and pretended to do anything at all.  As in any business agreement they DID NOT FULFILL THEIR END OF THE AGREEMENT.  As with any business you cant keep waiting for someone to do their part after being told time and time again, things where not working.  Their customer service is lacking, CUSTOMER SERVICE for sure.  As you can see from their July 2014 and December 2014 time they never offered to contact me back to see how everything was or if the problem was even corrected.  This is them saying this not me, but this is true about them not hearing from me, because they never contacted me back, even after multiple calls, leaving messages, etc and emails that was returned.  Thanks **** **********


Sincerely,

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

Business Response: The account was closed per Ms *********** request in January 2015.  As stated, multiple calls were attempted by a ** ******** to contact Ms **********. Unfortunately, per our notes, her voicemail would not accept messages. When Ms ********** contacted customer service in January of 2015, she simply stated she was not happy with the service. The early termination fee of $495 was charged per the contract agreed to and no further billing has been assessed from Securus Payments since that date.  

Ms ********** also signed a lease agreement with ***** **** ****** ******* for an equipment savings package as clearly listed in her contract.  If she did not contact them after closing her processing account, it is likely that she is still seeing fees listed as ****. If that is the case, she would need to contact ***** **** ****** ******* ** *** *** *****

As always, Securus Payments is here to assist with any processing need.

5/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signed up with this Securus Payments 9 months ago, asked me for our last credit card bill. He did some calculations and said that we are being ripped of and said they can easily save a MINIMUM 500+ dollars per month. He tells me that this machine is the new generation machine, and its much better than the old one, which is false. This machine usually takes 5-10sec longer to do each transaction, which really slow us down when cashing customers out. Called him about it, and he told me that I had nothing to worry about, and he will put in a ticket in. Till this day, its still not fixed, there was another issue which was fixed for a month, and then it came back.(regarding about adjusting tips that was already adjusted earlier). The sales person told me to wait till the end of the month when the bill comes out, and I did, and it was about 450dollars cheaper, but then there was the $299 equipment rental, which made it about 150 dollar cheaper. The following months the saving was less and less, until it was actually costing more because of the equipment rental. Tried to call my sales rep multiple times, but didn't pick up. Left voice mails and messages, and didn't reply. There was once day where it made me really mad is when I can't settle my credit card terminal, it keeps on failing, and she said that it sometimes happen....that saturday night, I stayed till 3:45 in the morning to fix this problem. My old company called me back and said that they can give me a lower rate and i don't have to pay equipment. The rep also said that they do price match anytime, and so call the secureus payments and their wait is like 30 minutes, talk to someone called *****, ask me to send the offer to her email. a month later, no response. Called again, talk to another person name *****, spoke with ***** and ask me to send it again to his email, but never heard from them again. Tried emailing and calling, no response. My last resort is going to BBB. AVOID THIS COMPANY AT ALL COST.

Desired Settlement: Terminate my contract.

Business Response:

Securus Payments apologizes for the inconvenience of the
technical difficulties experienced. 
Unfortunately when dealing with technology and electronic equipment,
problems can happen that interfere with functionality.  If an equipment swap is required, ** **** is
in a program with Securus Payments that includes a free replacement terminal
and overnight shipping.  He simply needs
to contact customer service, allow us an opportunity to perform some basic
trouble shooting on the equipment, and we will gladly initiate the process to
have his equipment replaced.

When ** **** was presented our savings program, his savings
and rates were calculated on a volume of approximately $107,000. His processing
volume was consistently higher than that by $10,000-20,000.  Higher volume does result in higher fees, but
my ** ****’s own assertion, there were still savings.  To be able to save him money while processing
a higher volume than before clearly demonstrates that Securus Payments was
honoring their commitment to ** **** and his business. 

As to ** ****’s assertion that we did not respond to his requests
for a rate review, we do have to respectfully disagree with that statement. The
attached documentation shows an email exchange between ** **** and one of Securus
Payments’ customer service reps expressing his gratitude for the adjustments
and acceptance of an offer.  The name of
the employee and all email addresses have been redacted for security, but all
relevant conversation has been left.

At this point, we have demonstrated that we have honored the
commitments made to ** **** and his business, and look forward to continuing to
do so. 



Securus Payments is here to assist with any and all concerns
** **** may have with his processing account.  

***SUPPORTING DOCUMENTS REDACTED BY BBB***

5/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The original sales person who explained the credit card terminal service with Securus told me if they, Securus,did not meet the terms they set, of being able to use my current gift cards with their terminals, I would be able to cancel my service. I was assured with this sales person, that I would thru their terminals. After about 2 months of having the credit card service with this company, I called to see if they had got the gift card service to set up. No, they still had not. I was assured they were working on it and they would call me back. I called back 2 months later, and requested that I be able to cancel my service because they have failed to keep their promises that were originally in the contract. ***** said he would get back to me. He never called back within 2 weeks and I called customer service and the lady would not transfer me to *****, but she kept trying to get me to use their gift cards and I repeatedly said, no I was told that Securus would get my gift cards to work in their terminals. I told the lady that Securus did not keep their promise and I should be able to cancel like what was promised.This company, Securus Payments, does NOT honor their word. They have the worse customer service, I have left so many messages to be called back it has been ridiculous. I wrote up my own cancellation letter and sent it to them in Portland, OR, registered mail and after they received it someone finally called me, but only to say I had to use their cancellation form and agree to a $ 495.00 cancellation fee. I tried to call them to find out what to do with the equipment and I could not get through to anyone, this was not the first time their phone system is not working right. So I boxed up the equipment and shipped it thru *** ** I believe to them in Portland. I did call again and ask to speak to *****, who was one of the reps who helped me get set up by phone, and the lady said if you intend to cancel you have to cancel with our form and pay the $ 495.00.

Desired Settlement: This company, Securus Payments, has failed to keep their promises. I will have to sign their form to cancel the service and agree to their cancellation fee so I do not get charged any more fees. I want to request a refund of the cancellation fee because they did not keep their promise 100 percent, which they have not taken out of my account yet.Had I been able to talk with someone who cared maybe, I would still be using their service. Their lack of care killed our relationship.

Business Response: Securus Payments has made multiple documented attempts and offered to assist this merchant in multiple ways. The merchant was to be using existing Gift Cards with an existing terminal. If the merchant did/does not have a terminal to do so, Securus Payments made offers to provide one. Securus has offered to replace the merchant's gift cards with knew ones if unable to integrate existing gift card account. Securus will gladly facilitate any technical call to resolve this issue.

Securus has made multiple, also documented, attempts to contact the merchant but has never received a return call. 

Securus Payments would still like to offer assistance and gladly work with the merchant to resolve the gift card concerns.  

Consumer Response:  
Complaint: ********

I am rejecting this response because: I had made repeated attempts to contact Securus Payments, if I did get through to a person, which was rare because I have experienced the poorest customer service with this company and still nobody calls back.  Nobody cares.  The lady on the phone did offer me their gift card program, but I was promised I would be able to use my existing gift cards and Securus Payments did NOT follow through. This company made promises and failed to meet them and its my fault they didn't keep their promises?  No!  I don't believe their lies.  I don't believe they care about their customers.  How many times do I have to call them and leave messages to be called back?  They claim they have repeatedly tried to contact me, with documentation, I don't believe them.  Had I been able to talk with someone who cared we could have worked out the issue, but because they did not call me back for months after I was told "Let me get back to you" what am I supposed to conclude?   I called to get back to the person who said he would get back to me.  No return call. 


They are a company with poor customer service.  Their way of doing business is not a good way.   I cancelled my service and I do not attempt to contact them any longer.  I will not recommend them as a good company to deal with.  Because they work to get your business then drop the ball in keeping promises they made.  Dishonest is how I see them now.

Sincerely,


**** *******

**** *******

Business Response: At this point Ms ******* is stating that she does not accept the offers of assistance, but also that she no longer wishes to speak with Securus Payments.  As stated in our previous reply, offers were made that would fulfill her requests.  If Securus Payments is denied the opportunity to assist by the merchant, that is out of our control. 

As always, and as previously stated, Securus Payments is here to assist and would be more than happy to resolve the issues Ms ******* has expressed. 

5/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a representative come in my salon and explain to me why I should sign a contract with them to beat the rates of other companies and while I still didn't fully understand, he was good at confusing me. My complaint is I agreed to this contract because I was told I would get a free I pad if I mentioned gobble gobble (it was thanksgiving month) however it is now April and there was no iPad and they have put me off, told me it was on its way, then the distributor ran out. Refused to tell me who "the distributor " is!!! I am very disappointed and feel like I got played. I am hoping to break my contract to find a more trustworthy company. Very mislead and rep hasn't responded to me.

Desired Settlement: I would like out of contract without issues.

Business Response: Upon receiving this complaint, we immediately reached out to Ms ******** to discuss her concerns.  We presented her with the option to have an iPad Air sent to her business overnight via ***** or to have a deposit for the value of the iPad deposited into her account.  She opted to have an iPad shipped to her business.  This was immediately sent overnight and is due to be delivered 4/30/2015.

Securus is pleased to have resolved this and is always here to assist with any other issues or concerns. 

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was promised a sign on bonus'pay off previous company''pay shipping of merchandise. This has been going on over two months'every time we call they are expediting a check'never to receive it, last week they were suppose to deposit half of it in our checking account'never happen.

Desired Settlement: I would like to receive the check that is due us.

Business Response: Merchant was sent check on 4/20/2015 for total promised amount.  

Verified with location that the check had been received and deposited. 

Mr. ************ request has been completed in concordance with Securus Payments policies and procedures

Securus Payments is always here to assist in any way.  

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

Dear Officers,

We are having a serious financial dispute with Securus Payments (marchant).  We signed an agreement on Feb 11, 2015 to use their Merchant Processing System for our daily business but as soon as we started to use their system, we noticed that they charged an extra $0.49 as a service fee (SVF/DTI) to the customers in each of their transaction.  This SVF/DTI of $0.49 was vaguely explained by their sales man named "Raghav P".  As a  result we lost a significant number of our regular customers.

We communicated with Mr. Matthew D- Escalation Specialist several times and explained the cause and effects if we use their system but he warned us about early termination fees and sent us the early termination letter.  We signed the 'Early Termination Letter' on March 12, 2015 according to their rules, which is; they will close the account within 30 days of receiving the signed 'Early Termination Letter'.  Our account should have been closed as soon as they receive our signed letter but to this date, no one from Securus Payment has contacted us, took any action or closed our account.  In the mean time they are withdrawing their monthly charges from our account.

We will greatly appreciate if you could take necessary actions to close the above account with Securus Payments.

Thank You.

***SUPPORTING DOCUMENTS REDACTED BY BBB***

Desired Settlement: Unspecified

Business Response: There were many extensive conversations between Mr. ******* and Securus Payments to explain all of the fees and benefits of the program he is in.  

The Customer Convenience Fee was clearly stated in the paperwork signed by Mr *******, and the program was reviewed several times after installation. 

The account was closed, per Mr *******'s request and no further fees will be deducted from his account. As the terms were laid out clearly and all offers to revert to a different platform were rejected, the Early Termination Fee of $999.00 is valid, also as agreed upon in the original contract.

Should Mr ******* wish to return to Securus Payments, we would be glad to assist him in any processing needs and show him the savings promised in our initial contract.

5/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: the sales men lied about the fees for the service.

Desired Settlement: See Complaint Text

Business Response: All Fees associated with processing are listed in the contractual agreement. Signed Special Price Request is attached for the merchant to review. If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

securus still has not helped me secure merchant ids and they signed me up to lease 2 terminals that will cost me 11,000 over 4 years and i only needed one. also the terminal only cost a few hundred dollars a piece. if i would have known i would have just bought them. they are very dishonest and unhelpful. they were not up front in handling this account and i am ready to make a legal claim.

Sincerely,

***** *****

Business Response: As explained in the signed agreement, the 48 month equipment lease is a savings package.  This is what allows Securus Payments to control and lockl the rates and often charge below market rates for credit card transaction processing.  The equipment lease monthly fee is built in to the savings and clearly stated on multiple documents. Had a terminal been purchased from a third party, the processing rates and monthly costs would be substantially higher and fluctuate, increasing twice a year as Visa and Mastercard increase their rates.  This information, including both monthly lease package andprocessing fees, were clearly stated in several documents signed by the merchant in August of 2013. Another benefit of this lease package is Rate Review guarantees.  Should Mr ***** find rates he feels are more competitive, we will gladly review and make adjustments as warranted. Multiple attempts have been made to reach Mr ***** to show savings and offer a rate review, but Securus has not received any response as of yet.  Securus is here to help, don’t hesitate to call our customer service at *************

Consumer Response:  
Complaint: ********

I am rejecting this response because:

i mi will see you in court
grt ready

Sincerely,

***** *****

4/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I signed the contract I was told by the sales rep to go ahead and sign and he would fill everything in later, so I did. I spoke with ****** ***** on the phone before signing and he guaranteed that everything was cancelable and I even got a faxed letter from ***** ****** stating the same. The letter also stated that there were no PCI fees. Our company was charged the PCI fee of $159.00. I was told we weren't compliant, but when I checked with ***** **** they said we were and that they were integrated with Securus so Securus could see that we were compliant. When I called about the charge customer service ************** I had to prove I was compliant. I sent him a copy of the screen that said I was compliant.I never heard back from him. The next time I called I got someone else and he said the refund check had been processed and mailed, that was 5/30/14. On 8/4/14 ***** ****** in customer service stated that she did not see reimbursement for the PCI fee, but she could check into it if I verified the business address. Our rates have never been what they said they would be. I had to request a rate review immediately after our first statement. They lowered the rates, but we still weren't saving. I requested another review and they got rid of some fees. I found another company to change our one business over to because the rates are better and they return your calls. So when we went to cancel our account they told us the contract is not cancelable. That we would have to pay $495.00 to cancel the contract. We also have a lease on equipment that was part of our contract. Before signing the lease we were also guaranteed that it was cancelable and now we are being told that it is not.Even if we pay the $495.00 the lease still can not be canceled. This company says one thing and does another.

Desired Settlement: I want our contract canceled without paying $495.00, I want a check for $159.00 for the PCI fee and I want the lease canceled on the equipment.I have already returned the equipment.

Business Response: All issues with this merchant account have been resolved.

If you have any questions or concerns, please contact Securus Customer Service at************** extension *. You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The equipment lease has not been cancelled. When they take care of canceling the equipment lease then I will consider everything resolved.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We never received reimbursement of the annual PCI fee that we were charged! with Securus in June our rate was 2.03% and May it was 2.7% with the equipment lease included. They also stated that the equipment lease could be canceled and they haven't canceled it. so our issues are not resolved!

Business Response: The PCI Annual Fee is a fee that cannot be
eliminated, however Securus Payments does reimburse this for merchants in a
qualifying plan.  It is NOT tied to the compliance
status and billed to ALL merchants, regardless of whether or not they are
compliant with PCI Standards.  There are
penalties assessed if a merchant is not compliant, but as they are not part of
this case, they will not be discussed. 

 

To address Ms ******** complaints regarding
rates: the Overall Effective Rate (OER) is based off of an estimate performed
at the initial meeting and, at that point, individual card type rates are decided.  We do guarantee those individual rates and,
based on the records, we honored those specific rates.  In reviewing the account, it is shown that Ms
****** took a different classification of cards than demonstrated in her
previous processors statement and were processed at the higher rates that were
clearly disclosed in both the estimate and several signed documents as part of
the contract.  As a courtesy, we did make
adjustments to her rates and were able to demonstrate that we were processing
well under the rates her previous processing company (Previous: 2.716%.
Securus: May – 1.74% June 1.89%) Ms ****** still chose to close out her
account.  As there was no violation of
the contract, the early termination fee applied. 

 

A check for $495 to cover her previous
processor cancellation was mailed on 5/9/2014. When Ms ****** called in
regarding PCI fees on June 2nd 2014, she requested a reimbursement
of her non-compliance fees, which is why she was asked to demonstrate her
compliance status and, as she was compliant, there was no reimbursement to be
issued.  The first mention of the Annual
fee was in July of 2014 and at that time the process to reimburse was
initiated.  Ms ****** closed her account
prior to the reimbursement being issued and therefore we did not have access to
accounts in which to deposit the funds. 

Securus is always here to assist with any and
all processing needs.  

4/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Met with agent **** ******** who sold me on switching to Securus from **** I was promised Securus would take care of my previous lease and cancellation with *** and include a $500 sign-on bonus. After completing the contract with ****, I was a bit skeptical so I called to verify that Securus would in fact take care of the *** cancellation. Securus operator told me that they do not have the authority to close my account. This directly contradicted what **** explained to me. The operator also told me that the only money set aside for me is $500 that would go towards the *** cancellation. This also is contradictory to the $500 "sign-on" bonus I was promised. My contract also clearly shows the $500 is a sign on bonus, and no where does it show that the money is going to be used to pay for my *** cancellation. **** referred me to his Sales Manager ******** ******* I explained the situation and was willing to compromise if we could ensure my previous *** equipment and contract were cancelled without fee to me as this is how I was sold on switching. ******** requested I send him my lease information. I did, and when I requested an update he said "we didn't realize how much the total cancellation was." I requested a follow up, and received this message "Hey brother sorry i'm not workign the office. i'm in the field now like **** was. You should have received an email but if you haven't please contact my VP." He sent me a picture message along with his VP's name ********** and number. I explained the situation to ********* who took a look into my account. ******** was highly confused on what he saw in my account and said he is the VP and he will get it taking care of. I followed up by text, and ******** said "I promise I am doing everything in my power to help." Three days go by without a word, so I text him again asking for someone that has executive making decision because obviously he could not take care of my problem. Within 20 minutes, I received another call from ***** ***** who asked me to describe the problem to him (at this point, i am assuming ******** set *** ***** to call me? because ******** did not respond to me any further.) ***** ***** said he would get back to me. That call was on February 28 at 12:54PM. I let Monday go by figuring he may need that time to work on my issue. I called Tuesday March 4, and come to find out ***** ******* extension is not listed in the directory. So, I just picked a random persons extension, and they forwarded me to his desk only to have to leave a voice mail. I left a voice mail and requested that he give me a call back. So far, nothing.

Desired Settlement: I am requesting a full cancellation of my merchant services contract and equipment contract with Securus without penalty and in writing. I agree to pay for shipping costs to return Securus equipment.

Business Response: Per our agreement, Securus has $500.00 held for this merchant. If this merchant can provide in writing showing Securus to pay additional funds, Securus will honor it. Merchant will have to follow Securus' procedure to claim reimbursement.

If you have any questions or concerns, please contact Securus Customer Service at ************** extension *. You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have acted in good faith to provide all information pertaining to the transaction that took place between me and the Securus consultant. Unfortunately, the documents that I forwarded to them and the back-story I provided in how this entire situation evolved has led to Securus' attorneys denying any fault (what they are paid to do). Therefor, I will not be receiving any part of the $500.00. I am also stuck with a rental bill for a credit card terminal they setup with ***** **** for another $5,000. I am convinced through other business complaint filings found on Oregon's Department of Justice website (https://justice.oregon.gov/complaints/) that I am not the only one that has been promised one thing, and received another. It is obvious by the number of complaints rising out of San Diego that there is something wrong with their business model and staffing in this area.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have no respect, trust, or confidence in Securus, and will never do business with them. No offer except a full-cancellation of the lease of the credit card terminal will be accepted.

Business Response: Per the agreement Mr ****** is referring to,
the $500 Sign on Bonus, whether set aside for cancellation reimbursement or
simple bonus, is provided to the merchant after 30 days of consistent
processing.  As this did not occur, there was no Sign on Bonus eligibility.
 There were many calls in the month of February 2014 between the merchant
and Securus Payments to resolve concerns.  Rates were adjusted prior to a
full month being completed as a courtesy.  The previous processors lease
and cancellation fee were not disclosed to Securus Payments at the time the
contract was written and signed.  Contracts, bonus', rates and fees are
calculated in the good faith that accurate information is provided at signing.
 If accurate information was not provided, Securus Payments is under no
obligation to restructure agreements.



Multiple attempts were made to contact the merchant to
resolve this issue.  Chris A**** spoke with Mr ****** on March 12th and Mr
***** advised Mr A**** on that date that he understood the terms of the
agreement. On March 18th Mr ****** contacted Securus Payments to cancel his
account and refused to discuss why with the customer service representative he
spoke with.  At that time, a cancellation form was provided to Mr ******,
per his request, and cancellation procedures were provided.  The
cancellation form was returned, disclosing the Early Termination Fee, from Mr
****** on March 27th, 2014 and the account was submitted for closure at that
point.  



All requirements for processing and receiving the Sign on
Bonus were explained to Mr ****** on multiple occasions and at no point was
said bonus withheld maliciously.



Securus Payments upheld their contractual commitments to Mr
*****, up to and including the requested cancellation.  

 

Securus Payments is always here to assist
with any questions or concerns.  

4/13/2015 Problems with Product/Service | Complaint Details Unavailable
4/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I informed the local sales agent that I may only remain in business for 24 more months maximum, he stressed that he could easily transfer the credit card machine contract and lease if I decided to sell or close the business. The business was closed August 9 of 2014. Prior to that and ever since, I had called and called this agent to have this contract transferred to some other business. He did not once respond to my voice messages and his emails were not valid, leaving me to believe he had left Securus. Finally, I called their headquarters in Portland. They were unable to help saying I now technically owned the machine and was locked into a non-cancellable lease for 48 months, something he never mentioned to me or I would not have signed such a ridiculous lease with the duration I had left in the business.

Desired Settlement: Because this lease was misrepresented in the first place and because they have never provided any customer service by responding to my calls, or offered to transfer the lease as promised, I want them to simply take the machine back and cancel the lease. I would also like compensation for the 3 months of charges they have taken from my bank account since August. This is the sum of $277. If they cancel this lease I am willing to forgo these charges.

Business Response: January 13th, 2015

Re: BBB Case #********;

To Whom It May Concern:

As you know, our firm has the pleasure of representing Securus Payments LLC ("Securus"). This letter is in response to a November 18th, 2014 letter regarding electronic payment processing agreements between, **** * ******* ***** ("Merchant") and Securus. This letter will address the claim with the hopes of achieving an amicable resolution.

To reiterate the facts, on or about April 5th, 2014, a "Securus" phone representative called "Merchant" and asked if an authorized representative would like to meet with a "Securus" sales representative to discuss the electronic payment services that "Securus" could offer. On April 7th 2014, Mr. ***** met with a "Securus" sales representative. On April 7th 2014, Mr. ***** individually and on behalf of "Merchant" signed a Merchant Processing Agreement ("MPA") to process electronic payments with ***** **** ******** ******** Corporation ("****"), an Equipment Placement Agreement for electronic payment processing equipment with ***** **** ****** ******* ("****"), and a Merchant Acknowledgement Agreement ("MAA") with "Securus"(collectively, "Agreements"). Upon credit approval and acceptance by **** and APS the equipment was shipped and later accepted by Mr. *****.

Mr. ***** alleges that the "MAA" cancellation fees are waived. The equipment finance lease for electronic payment processing equipment between "****" and Mr. ***** is separate and independent from the MAA agreement Mr. ***** endorsed with "Securus".

Due to Mr. ***** signing the "MAA" on behalf of himself and "Merchant", he has agreed to the terms set forth by "MPA". The terms clearly state that he will have to pay the full term of the lease, plus any additional cancellation fees, if he were to cancel the Agreement prematurely. While it is unfortunate there was a misunderstanding, it was Mr. *****'s responsibility as a business owner, and personal guarantor, to read and understand all terms set forth for each agreement prior to signing the Agreements.


Regardless, Securus has offered to cover the cost to transfer the lease to a new business, once one is provided by Mr. *****. Merchant processed with Securus for a number of months and then called into Customer Service needing assistance with the selling of his business. Securus sent Mr. ***** a change of ownership application and it was not returned. Mr. ***** spoke with Customer Service on November 18th, 2014 and offered to help and Mr. ***** stated that the potential buyer had backed out and he no longer had anyone to sell his business to. In any event, we hope that Mr. ***** will reconsider his cancellation, and work with "Securus" to find a positive resolution. Should Mr. ***** have any further questions or concerns please do not hesitate to email ******@*************

For the firm,
***
***** ** ****** Esq.
Global Legal Resources, LLP

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The agent from Securus did not make it clear that, in the event of early termination, which ultimately did occur when the business closed on 08/09/2014, the lease could only be transferred to another business on the same premises. It was my understanding that the lease could be transferred to any potential client he had, or I would never have signed such a document.These people practice misleading business tactics. I am willing to return the machine or pay the $475 early termination fee. Nothing else.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Sumply because I have no business leFt as of Aug 9, 2014 and have no intention of starting another. The field representative said the contract could be transferred to another business, not necessarily one I might own, but that there would be an early contract cancellation fee of $475 which I am willing to pay.

Business Response: Attempts were made to assist with the transfer of the account to a new business.  By Mr *****’s own testimony, the potential new owner withdrew their offer to purchase the business and there was no new owner to transfer the account to.  As that was the case, Mr ***** is fully responsible for the terms of the agreement.  If Mr. ***** has a new buyer to transfer the agreement to we are here to help and will glad assist in facilitating the transfer, as stated in our contract and guarantee letter.  

4/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A salesperson from Securus came into my business and we signed up for merchant services. He left and added things to the contract. He said he was going to go fax the contract to his boss. I had a fax machine here he could have used. He sat with 2 of us and never mentioned a second terminal he added to the contract. Also, he will not return my calls. Actually I have called several times and they do not return calls. I have a right to Business Track and they refused to authorize me to see what's going on with my account. I used the terminal for one day. The salesperson told me if I didn't want to use it to just cancel and they didn't charge to cancel. When he came back after faxing the contract to drop Off the contract an early termination fee was also added. A fee of $499.99. This salesperson lied over and over again to me. I had another employee who sat in the meeting and he can verify this. They were also suppose to send me a kitchen printer which I am being charged for and I never received it.

Desired Settlement: I want them to take back this equipment and cancel this contract with no termination fee. I can't even use it.

Business Response: Securus Payments has spoken with this merchant and we are working to resolve all issues.

Securus and merchant have scheduled a time to enroll merchant into online access and resolve all issues.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I was to receive a $400.00 sign-on bonus and they are not even honoring their contract. I spoke with the customer service manager and he said I had to use the equipment to receive the bonus. No where in my contract does it say how many times I am to use it or for how long. It is a 30 day sign on bonus which I should have already received. This person is not being truthful with me through these conversations. I have call logs to prove what he said to me and now he is saying he never said it. I am being forced and railroaded to use their services. The contract was changed and they won't even acknowledge it. The sales rep still hasn't returned any of my calls. It's a vicious circle trying to communicate with them. I want them to re-leave me of this contract because they are not holding up to their end of it.

Business Response: This reimbursement has been issued to the merchant.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
That is not true. I have not received anything from them at all. They have made 2 more fraudulent charges on my bank account which my bank took back from them and credited my account. I have document to prove it.
I want them to release me from the contract that they have me in and all the hidden fees that they are charging. This company is a scam and they need to be stopped.
As far as a reimbursement I have nothing from them and it isn't a reimbursement it was a sign-on bonus. There is nothing anywhere in my contract saying I would be reimbursed anything. They just take and take because they have access to my bank account and it continues.
When I try talking to them, they deny everything and I get no where with them. So the reimbursement is not true. I now have an attorney who is contacting everyone who has signed a rip-off report about this company. The DOJ in Oregon has also been contacted.

Business Response: Merchant has received equipment and is fully integrated with Securus Payments for processing.  Also assisting Merchant resolve issue with a previous financial relationship. 

4/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: **** ****** a rep from Securus Payments met with me to sell me their services. In his sales speech he told me multiple times that there was no cancellation fees of any kind and that they would save us money. I told him I would need to talk with my husband and father-in-law who are the owners. He told me I could sign as I was a signer on the checking account. That it was not necessary to have my husband (who was in the building at the time) sign. He reviewed the documents with me showing me the blank space for the termination fee and also telling me that they were a top rated company. After reviewing the paperwork I stated that I need to run an errand and I would be right back. He said that was fine as he had a few more things to finish up and they would be done when I returned. When I returned he stated that the documents were ready and I signed them without further review. After another processor came in to ask who we had signed with he asked if I had double checked the application as many people he knew had be screwed by this company. I then reviewed the contract noting many things that were not true. Including the fact that he put down that I am 100% owner of the company. I am not and never said that I was. We returned the credit card machines unopened along with a letter stating that we did not want to process with a company that misrepresented their information. I tried to contact **** ****** and was told he was no longer with the company. We did not process a single card with them nor did we use any of their equipment. I then received a call from a ******* ***** ********** agency stating that I owe Securus $11,495.50 due to non-cancellable lease.

Desired Settlement: As we didn't use any of the equipment nor process any cards with the company we do not wish to pay the amount stated above. We have sought legal council but wish to keep this matter amicable and reach a reasonable agreement with Securus.

Business Response: This merchant account was closed on 8/5/13 per the merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* ** You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Does this remove us from debt?

4/8/2015 Problems with Product/Service | Complaint Details Unavailable
4/8/2015 Billing/Collection Issues | Complaint Details Unavailable
4/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I submitted a bank change form 18 days ago. After several days of not hearing anything back, I checked in again and was told that there was a delay because the woman I was dealing with was sick. I asked if there was anything else I needed to do, she said no. After several days of seeing no change to our account, I asked again if there was anything else she needed, and she ignored me this time. Meanwhile, the old account closed and I still wasn't seeing any deposits into our new account, so I emailed again, and got nothing back. When I called Wednesday 11th , I spoke to 3 different people, the first of which told me I needed to call collections because Securus put a hold on our account. Apparently they had tried to debit our old bank account for their monthly fee instead of the new one, likely because it wasn't submitted in time, and when they couldn't get their money, they just stopped everything for us. However, absolutely NO ONE called me to let me know this. Finally I got a hold of the original woman again and after having to almost argue with her about how there were no deposits coming into our account, she FINALLY saw the hold and said she would have to send me a form to sign and send back so we could get our money. She NEVER sent the form. Thursday I called back and spoke to someone else who just did not understand that I sent the bank change form 2 weeks ago and was waiting for some hold-lift form. After being on hold on and off for an hour with him, he told me there was nothing else that needed to be done and the latest my money would come would be Monday 16th. Now it is Tuesday and no money! Securus is currently holding onto somewhere around $70,000 of OUR money, and this hold would have been over no more than $2000. We are now starting to default on bill payments because Securus and everyone who works for Securus clearly cares so little about getting us our money. I'm calling my lawyer if and I don't see those deposits in my account in the next 24 hours I will complain again.

Desired Settlement: Deposit my money into my account TODAY.

Business Response: Funds were released on 3/19/2015 with a deposit time frame of 24-48 hours.  Attempt was made to reach merchant to advise.  No answer at number so a voicemail was left. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is just barely enough for me. I would like to note that while yes they did release my funds finally, it was several weeks after I sent in the forms to do so. So ABSOLUTELY NO, it was not within a 24-48 hour time frame and the BBB should know it.

I should also add that while Securus held onto my funds for three weeks, I was hit with numerous late payment fees from vendors and also from the IRS totaling over $1000, not to mention the amount of time I spent on the phone  trying to figure this out, and finally the fact that if it wasn't for ME calling those awful people every single day trying to get this fixed, nothing would have happened. They literally held onto the only money my business had for THREE ENTIRE WEEKS. So while I have to say that I accept this resolution because yes they FINALLY decided to give me my money, I cannot say that I am satisfied one little bit. I DREAD the next time I have to call them and ask for something.

Sincerely,

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

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company promised to save me money if I switched to them for our merchant services (credit card

Desired Settlement: The company promised to save us money if we switched to them for our merchant credit card services. So far we are NOT saving money. In fact, I am paying MUCH more. The customer service (clear up to the top) has been the worst I have ever dealt with in my 66 years of life. I have been told that I will receive a statement showing where they have reduced charges. I have called and called, sent certified letters twice. I have been asking for them to give me what they promised (savings)since May. To date I haven't had any satisfactory answers. Mon 8/4/14, they turned off the debit so I could only use credit. No explaination or warning. Securus finally fixed it, but they blamed ***** ***** ***** **** (the equipment leasing co.)said they have no access to do that.Today's call to Securus, still no anwswers. they actually almost tried blaming ***** **** again. We lost a $200.00 sale because we couldn't use debit and didn't know why. I would like to see those savings as promised. At this point, I would just like to get out of the contract.

Business Response: When this merchant account was boarded there was an error within the Debit parameters. This has been corrected and Securus has informed merchant of this. This merchant is actively processing and after reviewing the account the rate structure is correct and if the merchant has a quote from a competitor, Securus would gladly meet or beat these rates.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Was approached a company representative claiming and showing on paper how he could save me money by switching my credit card processing to his company. I agreed to give him my business, the whole time he told me the cancellation fee would be waved if I was unhappy. He signed me on to leave equipment to use. The first month, not only were the fees much higher than we agreed, but multiple debits were being taken from my account that were never discusses. I tried to get in touch with Securus and was told they would look over my charges and help. The rep no longer returned my calls and I called the corporate office, and was ignored as well. the next month the charges were even higher and still multiple charges were being taken. I blocked these people from my account, now they want to charge me for ending the agreement. My main concern is the leasing company for the equipment they signed me up with will not back down from the lease agreement and I am being charged $4000, the total lease. I believe these companies are in collaboration to rip people off. The rep has cut off contact with me completely. I believe Securus is responsible for these outrageous lease agreement they signed me up for. The rep lied to me the whole time, and I believe that the lease was a "conditional agreement", if I was lied to about the service I should not be liable for the equipment.

Desired Settlement: See Complaint Text

Business Response: Merchant Processing Agreement has been cancelled per merchant's request. If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern,On behalf of ** ***** **** I am writing this complaint because Securus Payments agrees to be total buyout of lease and equipment from my ******* ******* and now I am left with a payoff for the equipment. The total buyout for equipment is $11,101.92. I sent a cancelation letter to Securus Payments within 3 weeks but there are cancelation fees involved. I would like BBB to help me get out in a peaceful manner since Securus Payments does not do based on their promise. ***** ***** will help me to testify this matter.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Serucus to cancel my contract from them and the leasing company(***************** *******). I am a hard working single mom, but I can not afford to pay to credit card companies. Please help me! I really appreciate your consideration.

Business Response: This Merchant Processing Agreement and Equipment Lease have been cancelled per this merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company promised to save me money, yet overcharged me hundreds of dollars. They promised rate restructure that would never happen, and they tried to deceive me to sign contract promising 2 basis point charge, yet in fine print was actually 20 basis points. Sent contract out twice and tried to convince me I didn't understand that .2 was actually 2% instead of 20%. Will not let me out of contract without $495 cancellation fee.

Desired Settlement: Cancel contract due to broken contract agreement on their part....not to mention several instances of deception by them. NO CANCELLATION FEE!!!

Business Response: This merchant's rates have been updated correctly and this merchant is actively processing.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A salesman came to my pizza shop. Told me all kinds of great things about new laws with credit card processing, how he could save me 3 to 4 hundred a month. I stopped him (****)that is and told him I had to stay with company I was already with because of my POS system I swipe my cards through there I can take credit cards orders on there I have to stay. he claimed there would be no problem. I didn't believe him, so he got his boss (**** ******** on the phone who promised me a free POS if it didn't work. so to make a long story short it didn't work. so we called and called we got nowhere. now I find I am in a lease with ********** for 256.00 a month for 4 years.I sent the play terminals back. I feel the two companies are in this together. Had I not been made such good promise through Securus I would not be with **********. I feel so stupid. If only I would have stoped to think. DON'T DO BUSINESS WITH THESE PEOPLE!!!

Desired Settlement: I would like to be let out of the lease. And refunded my money that they continue to take. I have canceled with secures yet they charged me a annual comp svc charge of 159.00 I was only with them less than 2 mos. Fees where way higher than promised. Thanks for your help.

Business Response: Securus Payments is here to assist and service this account.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* *. You can also email to *******@Securuspayments.com.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed with Securus in March 2014. The sales rep estimated my savings if I went with Securus. I have not received anything close to the estimate provided to me. I asked for a review and that request was ignored. I was charged for a retrieval letter on my June statement. I never received such letter. On investigating I was told by ***** in the Chargeback Response Dept. that no such letter was sent. When I signed I was to be given a new terminal for which I would pay a monthly leasing fee. The terminal was to be a new model. When I received it the terminal had been programed for another business. It also was unable to accept credit cards with EMV chips. The terminal was reprogramed for my store but I was told that it could not except out of EMV chips until 2015. Securus had me leasing this terminal through ***** **** ******** When I received a copy of my lease the equipment listed was different from what I had been given. I asked for the lease to reflect the equipoment I was leasing. I was ignored by Securus and told no by ***** **** ******** ***** **** ******* is charging me sales tax. The sales tax rate for my business in SC in 7%. I am being charged 9%. Every time I call either company I get no where. Customer service does not answer my questions, does not give me a supervisor, and does not get me contact information for management. It is very frustrating dealing with people who seem that they are hiding things from me.

Desired Settlement: I would like both contracts to be voided without any fees to be paid by me. I feel that the contracts were broken. Securus Payments does not have a complaint department. They have not lived up to their side of the contract. They placed my lease with ***** **** ******* without giving them the correct information. They have not followed through to correct these problems.

Business Response: Securus Payments has made adjustments to this account to maximize savings.

Merchant and customer service manager have worked together to resolve issues and merchant is in the process of setting up another account with Securus Payments.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract for their merchant services under the assumption from what they told me was to buy me out completely from my current contract. Now I am being told the contract cannot be bought out. The representative told me they would buy everything out and i would be free and clear of any extra charges. He spoke to the office in front of me assuring me that all i had to do was cancel and within 30 days I would be paid for all the cancellation fees to payout to the other company. Now they renegged and after they told me that i could cancel with them with no penalty. They are trying to make me pay their fees. I spoke to many people at their office and they told me they will take me to court. I did everything they told me and now I am going to be punished. Product_Or_Service: merchant services

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want to be able to go back to the way things were before they walked into my store. I have sent them a letter requesting to be able to leave amicably since they defaulted on their end of the deal. I am a hardworking person and cannot pay anything extra. I request they release me out of my new contract and I would not ask for anything else I will be made whole and that is all i ask no punitive damages needed.

Business Response: This Merchant Processing Agreement and Equipment Lease have been cancelled per this merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

3/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am the owner of "*****************" in Grand Forks, ND. I signed up for Securus credit card processing last fall. They failed to meet their own terms, and I informed I would be canceling before I even used their service. I was told I could cancel if not satisfied. They refuse to give me the the necessary paperwork to do so, they do not call back, they continued to withdraw funds from my checking account, causing me to have to close that account. They have now sent me to collections and are still not returning my calls. I have copies of emails dating back to October requesting my account closed, and have made numerous phone calls. In the past when I have spoke to someone I am told they will fax the necessary forms, and they don't.

Desired Settlement: I want my account closed with them IMMEDIATELY. I want them to refund all monthly amounts they have withdrawn from my account, and at that time, I will pay the cancellation fee, even though I was told that if I was not satisfied, I could cancel with NO FEE. I can forward all email correspondence if need be.

Business Response: This Merchant Processing Application and Equipment Lease have been cancelled per this merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by Securus Payments weeks ago and I had been talking about maybe using their services I was in contact with a ****, **** and then **** *****. I had them check first if their service was even cuppable with my all-in-one pos system because I didnt want a exturnule unit so they checked on it and got back to me, they said yes so they sent over their prices. After lots of phone calls I said I would let them know the following week They kept telling me we need to do a application to see if I can even get approved they never once said anything about a contract, they also needed a copy of my DL and void business check to make sure I was who I was and that **** * ***** was a true business. So I did, I also in formed them I had to speak to my business partner and I was leaving town on May 8th and would let them know when I got back in town If I was even going to use their service I returned On May 12th I received packages from the company and a phone call to see if I got the these packages I told the ladie I shouldnt of received anything and that I didnt want them so I called and ask why was I getting equipment they said it was free. I told them I didnt want them or nor had use for them I already own my equipment. **** just told me not to worry nothing will happen un till I use them I never agreed to them. Two days later I got a bill from ***** **** stating they would be pulling money out of my corp. account starting on 6/01/14. so I called and **** informed me that they received a contract signed by my self I explained to **** and ***** w/ ***** **** that I was trick into it and never wanted this. I then Called **** and asked him why this went through when I never gave the final word to go forward on anything did not want to do business with them and they needed to cancel anything that they did. I was so so mad that they had lied and tricked me into this.

Desired Settlement: I want all contracts and services cancelled I will return all equipment unopened. no money should be pulled out of my corp. account at all. Thank You *** *****

Business Response: Securus Payments has paid for the integration and change of service for the ***** ** **** system. Merchant has informed technician that they are not ready to integrate.

Securus is here to help facilitate this change of service whenever the merchant allows it.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Detailed account of our dispute with Securus Payments/***** **** ****** ******* We waited 1 month after signing up with Securus Payments (credit card processing equipment was sent during that time but it was incorrect; a pin pad reader was sent when we had requested a sliding card reader) to be contacted by them to get the processing service set up. My office manager, ****** ********* called customer service ******* 12-13-13 asking about the delay and she was told that she would call back once 'download of the program was complete then they could remote us in'. ****** asked ***** if the monthly processing fees could be waived since the Securus system was not up and running as of yet and ***** said she would check. On 12-16-13, Securus sent us reimbursement of $214.28 which included processing fees and a month of equipment leasing). We did not receive any phone calls back from Securus, thus I ***** ********, owner) decided that we no longer wanted to wait any longer to connect to their services based on the difficulty of doing so for a full month after signing up on 11-13-13. ****** called Securus on 12-30-13 and was place on indefinite hold, she called twice on 12-31-13 and left messages for a call back, the same day I also called and left a message to tell them I was tired of waiting for Securus to meet their side of the contract thus I was no longer interested in dealing with their company in any form. Finally, on 1-2-14, ***** ***** sent an EMAIL giving us VAR parameters for our merchant #s but with no information if we were connected or what we needed to do! We had already packaged the card processing equipment for return and it was sent back via ***** on 1-3-14. On 1-20-14 and 1-27-14, ****** called ***** ******* and left messages for call backs to address the unsatisfactory issues we had with Securus. ** ******* called back 1-27-14, listened to our grievances, apologized for the inconveniences, and said he would talk to Securus about the issues and call ****** back later that day (he did not). On 1-30-14, ***** ***** from Securus called our office and spoke to ******; he wanted to know how he could facilitate our transition to their services but ****** told him that, I (the owner), had waited excessively for Securus to follow through and let them know via phone message in December that I no longer wanted their services. *** ***** said he would talk to his manager and call ****** back once he knew how to proceed. On 1-30-14, *** ***** and ***** ***** (customer service manager) called ****** at our office to state they would not reimburse us any more money because they had recently offered to set up services which we denied and that we would have to pay the early termination fee of $495 even though we were never set up in a TIMELY manner to be able to benefit from their better pricing promise! On 1-31-14, my wife, ********, spoke with ***** ***** on 1-31-14 to explain that we never received a copy of the contract, were not set up with Securus' services in a timely fashion thus we were entitled to cancellation of the contract without any fees/penalties because Securus did not meet their promises. He said that we could either get set up with Securus or pay the termination fee and any other related fees. I asked him why he would still want us as a customer if we were so unhappy and disgruntled with Securus and if this sounded like reasonable and fair business practices to him and he did not have an answer. ******** called ***** ****** directly after her phone call with *** ***** (he left us his business card with his direct phone #) to tell him about our problems with Securus. *** ****** told her that he no longer worked for Securus but he felt bad that his name was involved in 'a deal in which Securus wasn't playing fair'. He stated that we should have received a copy of our original business agreement with Securus and the letter of guarantee from his previous boss, ***** ******* (we never did). He still had a copy of the agreement so he faxed it to our office on 2-2-14. Our company has blocked Securus from withdrawing any more monthly fees from our checking accounts and we are not paying anything to them or their ISO, ***** **** ****** ******* (equipment leasing company). On 4-16-14, my office received a call from ***** **** ****** ******* collections to state that we needed to pay $7400.71 for the processing equipment (that was returned 1-3-14) or we could pay a settlement amount of $4978.66. They also enquired if we had sought out legal counsel. ****** told them that she would relay the information to me, **** ********. 7-24-14- On 7-21-14, ***** **** ****** ******* sent a notice to my office via a collection agency that they expected payment of $5804.48.

Desired Settlement: I want Securus Payments/************************* to stop harassing my business for payment for services never rendered.

Business Response: Securus is here to help with the Point of Sale Change Of Service.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales Representative ***** ******* Tel XXX-XXX-XXXX for ***** ****/Securus did not inform me that I was going to be under contract for 4 years. The sales representative also had the percentage amount incorrect and had added extra fees into the monthly statement that were not discussed. I called ***** for a couple months and she worked with me but then refused to answer or return phone calls. I called Securus directly to handle the situation but the people I spoke to did not want to help or listen and just said no. The sales rep never told me that I would be under contract for 4 years and if I terminated contract early it would be $2500. I feel like this is a scam.

Desired Settlement: I would like the adverse account removed from my credit history due to misrepresentation and deceptive business practices.

Business Response: Per this merchant's request, this processing account has been closed at no cost to the merchant. Merchant requested to be refunded $54.90 and that has been sent to the merchant.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* *. You can also email to *******@Securuspayments.com.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It all began with high pressure sales tactics. No was never allowed. Then after getting a meeting. a review over my current credit card charges were assessed. It was very clear that cards were only in 5 different categories and assessed the following rates. However when my first bill came in those numbers were not portrayed on the bill. When I notified them of this I was told i would receive a check for $700 to help alleviate some of the mistake costs. This check was never sent. I also realized they locked me into a lease agreement with ********** on some CC machines that I never wanted. Luckily I wrote down enough on the contracts to end this lease and have now been released from the lease. But securus payment has now completely left me in the dark. I have not had any response from them in over 3 weeks now and have put stop payments on everything from them. I felt it was my duty to help others protect themselves from this company. I believe they knew what they were doing from the beginning and scammed me from over $2000. It seems as though they are doing this a lot and they need to be stopped. Thank you.

Desired Settlement: $3000.00

Business Response: Merchant Processing Agreement and Lease have been closed.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* *. You can also email to *******@Securuspayments.com.

3/30/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: they lied they did not follow their letter, they rates did not match they didn't keep there promise it sounded to good to be true we now have to pay 495.00 cancelation fee that they promised they would wave. I will pay the cancelation fee so we don't have to deal with these theifs again

Desired Settlement: See Complaint Text

Business Response: This merchant's processing account has been shut down per the merchant's request. If you have any questions or concerns, please contact Securus Customer Service at************** ********* *. You can also email to *******@Securuspayments.com.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by the company and asked if I would want a sales rep to come to my business and speak to me for 20 minutes about the services they could provide. I agreed. The next day he came and stayed for 3 hours, interrupting work and patient flow, utilizing my office resources and disturbing patients ( I own a medical practice). I liked the credit card processing services he described and agreed to sign with their company. He evaluated my credit card machine and although he stated it was on the older side stated it would be adequate. Then after he wore out his welcome he handed me papers to sign which he reviewed with me and stated that the even if we had no credit card sales in a month we would only be charged $25.00 for that month. Admittedly I did not read them beyond his review with me and I signed them. Later on I get a bill for $40 monthly and a new credit card machine sent to me. My office manager called the rep immediately and admitted he did not disclose the fee and laughed at her. His regional manager was called about his behavior and he hung up on me. Contacted the corporate office had was offered not even an apology.

Desired Settlement: See Complaint Text

Business Response: Securus Payments is here help to service this account. Please contact Securus Customer Service at ************** ********* ** You can also email to *******@securuspayments.com.

3/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They have tried to say I have a contract and I have never signed a contract with them.

Desired Settlement: I am trying to seek the amount owed to ***** **** of $5047.36.

Business Response: Merchant Processing Agreement and equipment lease have been cancelled per merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* ** You can also email to *******@Securuspayments.com.

3/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint is not limeted to one type of issue;Contract issueCustomer service issue Service issue product issue refund exchange issue ALL APPLY!I received a a solicatation call saying Securus could lower my fees and give me better rates on my credit card processing transactions, I said the rep could stop by and see how much savings they could offer. THE rep came by and showed me an agreement that had zero % on debit and visa trasactions which I did sign. She said it was an agreement with Securus and if I chose to cancel at anytime "it would be NO BIG DEAL" QUOTE!I asked for all the quotes in writing and she said I would get an email and/or call the following Monday.Which I did not, I did however get a new machine delivered with absolutely No contact informtion or set up instructions. I then had to look up the contact info online and email customer service. Upon speaking to the customer service rep I found out that there was no savings and I decided given the complete lack of service so far I did not want to pay more money to be left uninformed and lied to. I started the cancellation process. They gave me the run around for weeks. Then $179 was debited from my account that I was never told anything about. I had no knowledge of a third party lease. I had altready sent the machine back and cancelled with securus who is now telling me I am locked into a five year lease with **** and there is nothing they can do. Upon speaking to **** they say my lease is unsigned but it was processed anyway and is unbreakable by anyone other than Securus. I have emails to back up all this information and delivery confirmation that they do have the machine back. Product_Or_Service: Credit card processing system Account_Number: XXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I Want my money back that was debited without approval, I want the fake contract cancelled and an apology.

Business Response: Merchant Processing Agreement and Equipment Lease have been cancelled per the merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at************** ********* ** You can also email to *******@Securuspayments.com.

3/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ******* ***********-Owners ***** ******* and *** ******, *** ** **** *** Norris IL 61553 PO Box ** *************,(************,(************, ********@comcast.net Complaint against Securus Payments,**** ** ***** ****** ****** ***** **** Portland OR 97266 (************, www.securuspayments.com ******* *********** is a new business opened May 27th 2014, **** *******(************ from Farmington IL a person I new from a previous job approached us in May offering POS equipment and credit/debit card services we started negotiations end of May and signed a contract shortly after. We received credit card machines immediately and they were working fine with a couple small problems that was worked out through ***** ***** (************ ******** The POS equipment never showed, we started calling with very little response, finally it was determined there was a problem with physical address but equipment arrived in multiple deliveries all arriving by 6/30/2014, three weeks later than promised. When we opened we had IPAD equipment not at all what we wanted(this type of equipment can be purchased at *******) we were very upset as well as finding no one was coming to install that they were going to walk me through this over the phone(**** ******* has given us the original agreement his notes say, "need someone to train", "no set-up fee") we got through to secures, told them of our issues, they told of us that people we had never heard of showed us a demonstration of the equipment prior to signing no one of the names they were throwing at us were at our business except **** ******* which they never even seemed to know who he was and needless to say we were very upset and some harsh words were flying, they have now marked us as irrational customers will return no calls. Our Bank is now involved(*********** ******** **** of Canton) as they have debited money for this equipment, held money from credit/debit transactions and currently seem to be out of touch from everyone including the salesman that set this up. They debited a large amount of money 7/1 the day we complained about type of equipment supplied but had made debit early in June for a QuickBooks program and we have a 48 month lease at $299.00 a month for equipment so why would they be charging us for what should have been included. *** ******-owner ******* ***********

Desired Settlement: See Complaint Text

Business Response: This Merchant Processing Application and Equipment Lease have been cancelled per this merchant's request. Securus Payments apologizes for the frustration and if any issues remain, do not hesitate to Contact Securus. If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension *. You can also email to Support@***************.com.

Consumer Response:  
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.

Sincerely,

*** ******

3/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We opened a new small business in 2012 in Maui. We were approached by a salesman representing Securus Payments who is an ISO who contracts with ********** as their merchant processor. The salesman told the owner that Securus will provide him the lowest rates possible in the industry, much better than the previous service which was already in place when we took over the business. He told the owner that the only way to get this rate was to sign on to a two year contract with Securus and a four year contract with ********** ************** for their proprietary credit card swiper. Since we were just starting out and did not know better, the owner agreed in good faith as to what the salesman was telling him was true. We were not supplied with time to truly look at the contract in detail prior to the agreement or were we given a copy of a contract after the agreement was made. Unfortunately, we went forth with the service since we were sent the card swiper from **********. As time passed, we noticed the addition of more and more fees. When contacted about the fees, Securus could not provide us with understandable reasons for the new fees. After one year we tried to cancel the service but was told we would incur a large cancellation fee and that we would still be responsible for the ********** credit card swiper lease. We thought we were done with them this year but was recently told we had apparently signed on to a three year contract and that we would have to pay at least $400 to either get out of the contract this year or $419 if we remained in contract with them but did not use their services. Either way, we were also responsible for the lease of a proprietary credit card swiper that normally costs $200 to buy regardless if we used it or not. To buy out of the ********** lease would cost us $1098.02. Since then, I have found out that most reputable merchant services will not make their customers sign multiple year contracts and they will have the merchant buy their own credit card swiper that is reprogrammable. They don't charge their customers "misc fee" and PCI compliance fees. Nor do they charge early cancellation fees. I feel that Securus and ********** prey on new merchants who are most vulnerable to their tactics due to inexperience in business. There are multiple complaints about both of these businesses on the internet. I wish we would have been aware of these issues prior to signing up with them.

Desired Settlement: we would like to be let out of this "service agreement" since Securus did not provide much "service" and we do not want to pay any more fees, including the $400/419 cancellation fee or the $1098.02 leasing fee. I have already filed a complaint regarding ************************* also. We no longer wish to use any of their services. We have learned our lesson the hard way and would like to warn other new small business owners to be aware of these companies' predatory and dishonest tactics.

Business Response: This Merchant has been sent PCI reimbursement checks per our agreement. If this merchant any questions regarding fees or any processing questions, Securus will gladly facilitate in any way we can.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As of 1/23/15, we have not had any agreement with your company. We have not received any PCI reimbursement check from you. Our contract will be done with you anyway in February. We will be cancelling your "service" and do not plan to ever use your company or ***** **** again.

Business Response: We at Securus take great pride in Customer Service and apologize about the previous issues.

This Merchant's Processing Agreement is closed per their request. Securus' records show that a check was sent and cashed in 2012 and 2013.

Regardless, Securus Payments would like to offer Ms. ****** a more competitive offer than what it initially agreed to in an effort to encourage Ms. ****** to stay with Securus Payments. Ms. ****** would still enjoy the advanced technology and service, but would also get even more competitive rates. Securus Payments is committed to customer satisfaction and a mutually beneficial business relationship. In any event, we hope that Ms. ****** will reconsider her cancellation, and work with Securus Payments to find a positive resolution. Should Ms. ****** have any further questions or concerns please do not hesitate to email *******@Securuspayments.com.

If you have any questions or concerns, please contact Securus Customer Service at ************** ********* ** You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
we have switched merchant processors since our contract is over and do not plan have any more dealings with Securus or ***** ****

2/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On February 13, 2015 at 12:17 I received the SECOND phone call of the day from Securus Payments, after I make it clear on the first phone call to take me off of their call list. The call came in minutes after I hung up the first time and I was told a representative from their business would be sent to my store.

Desired Settlement: A formal letter confirming I have been removed from their call list and an apology for being harassed.

Business Response: This business number has been added to our "Do Not Call" list. Securus apologizes about the delay as the number is deleted from the system. A letter has been mailed to the place of business as well.

If you have any questions or concerns, please contact Securus Customer Service at ************** extension ** You can also email to *******@Securuspayments.com.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told verbally my only fee would be $5 a month, no hidden fees. I was rushed through all the paperwork with fine print about other fees and was told it was nothing important. After only six days I had nearly $50 withdrawn from my account and was charged for the whole previous month when I hadn't even got my card reader set up yet due to bad customer service. Now I have a $400 cancellation fee to pay or $50 a month for 4 years NOT $5. I also have been unable to contact my sales rep. Setting up my reader was also a mess an customer service was bad.

Desired Settlement: I want my contract cancelled or the rates I verbally agreed to.

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September 26,2012 I was contacted by Securus Payments agent ******* *********** about changing my business ***** *** ******* credit card provider to Securus Payments. After a lengthy presentation I was promised rates low enough to not only offset the exorbitant (89.99 per month) credit card equipment lease she required me to sign, but i was promised at least a $100.00 per month savings. Nothing could have been further from the truth. Instead of savings i have been paying 100 to 200 dollars more per month. I have repeatedly e-mailed and phoned customer "service" to try to fix my situation but have seen no results, only false promises. I can't even get Securus to send me a monthly statement in the mail. In the meantime because of the fraudulent Securus lease, I have been saddled with an expensive (3 times the normal lease rate) equipment lease with ***** **** ****** ******** I was promised by Securus that at the end of the lease in four years I would own the equipment out right. ***** **** says this is not true. The lease with Securus has several flaws that make it invalid. #1, I did not receive the terminal I was promised #2 the date on the end of the lease is "o7/26/1" which is not even a valid date#3 not one thing promised by their agent has been true. I was lied to, misled, and promised rates that have never materialized. I also demanded a letter from a *** ***** ******, Securus Payments Vice President of Sales. The letter states that "If our rates are not fixed as proposed, and we will either adjust your rates accordingly or waive your processing cancellation fee." The letter goes on to say that I will receive "the lowest rates in the industry"and that I'll " always get a monthly statement". None of these things have proven to be true and it has been impossible to contact *** ****** to make him back up his false claims. Securus Payments has repeatedly proven to be a poorly run operation that is based on lies and deceit. After pursuing my claim with the BBB, I plan to contact the Colorado Attorney General as my next step toward resolution.

Desired Settlement: I am seeking to have my lease with Securus Payments ended with no charges or penalty fees as promised by *** ****** in his 9/26/12 "guarantee" letter. The lease was entered into based on lies, falsehoods, and misinformation presented by Securus agent *** *********** (who has now conveniently returned to the Philiipines) I have spent a lot of time and money trying to get Securus Payments to honor their agreement. They have not responded accordingly. It is time to do the right thing and release me from my lease and accordingly, from my lease with************

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Salesman falsified the contract and did not give full details of what we were signing and what was all included in contract. Answered our questions falsely when asked about different issues with contract.

Desired Settlement: I want a letter from company making this contract null & void with them AND the equipment leasing company.

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have ask very politely several times for them to stop calling me and put me on their internal do not call list, they are calling me once a day during business hours.

Desired Settlement: never call me again

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ This business' number has been added to Securus' "Do Not Call" list. It does take some time to cycle through and be deleted from the system. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com. Initial Consumer Rebuttal /* (3000, 7, 2015/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) i have been told 5 times that i was put on your internal do not call list only to have you call again please send conformation by mail that i was removed Final Business Response /* (4000, 9, 2015/02/18) */ This business' number has been added to our "Do Not Call" list. A confirmation letter has been sent per this business' request. If you have any questions or concerns, please contact ******* Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com. Final Consumer Response /* (2000, 11, 2015/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales person new the nature of our business and misrepresented it to the company so it was accepted and withheld the information that by accepting their services we would be locked into an unethical lease (equipment that costs $200 was leased to use at the price of over $5,000.00). A year later this company cancelled our service but refuses to pay off or settle the lease. This company collected it's money on the unfair lease, then cancelled our service and now we are stuck with a huge lease and no service.

Desired Settlement: I am asking that this company settle or cancel the lease they locked us into in order to sell us a service they are now cancelling.

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Securus approached me on switching my credit card processing over with them from********. They sent a salesman to me and he discussed the savings that I would obtain. The sales man,************, told me that as a perk to switch companies that securus would pay my cancelation fee from********. This they never did. Also along with the deal was supposed to come a credit card processing unit, which I declined as I already had one. They sent one to me anyway. Upon receiving it I called ****** and told him I didnt want this and he assured me that it was free and that if I didnt want it then just throw it in the closet. My business shut down and I found out that I was turned over to collection agencies for not paying for the credit card processor. Apparently there was a lease on the unit I was never informed of. Now securus wont honor their commitment to pay the cancelation fee and duped me into a 2,500 terminal that I did not need or want...and convienantly the termianal is a non cancelation contract. I phoned them several times and got nowhere with help. I phoned ****** the salesman and he would not return my calls and now his number has been changed.

Desired Settlement: I would like for them to pay the cancelation fee from mercury and either help me cancel my terminal contract with first data or pay for the terminal themselves since it was forced on me through a sales lie.

2/26/2015 Advertising/Sales Issues
2/26/2015 Problems with Product/Service
2/26/2015 Advertising/Sales Issues
2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company is quoting one thing and calling it "Special Pricing" but when once they start the account it is not what was agreed to initially. I have instructed them to cancel their services for not honoring their original agreement. I have not processed a single credit card transaction with them nor used any of their equipment. I have contacted there sister company ********** to return a leased equipment that was sent and a 48 month term lease was not what I signed up for.

Desired Settlement: I want the company to cancel the service and contract with them as well as the agreement they forced me into with ***** **** Global Leasing. I have already started a case and customer investigation with ***** ****.

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Was an existing client with Securus, contract ending in January 2014. Contacted Securus by phone twice in November and once by e mail on December 10th asking to close out account and do not auto renew, never received any contact back and firm continues to take monthly service charge out of my checking. Finally reached ******* in customer service by phone and she sent out a form to close account, but cannot get the service charges for February and March returned, Was transferred to her Supervisor ***** who advised me that it is not possible since we did not fill out the appropriate form for cancellation..... I would like to know why their lack of response is my problem...

Desired Settlement: Return of the service charges form January, February and March 2014. This is only around $90.00. More the principal of the issue than anything else...

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The salesman, ****** ***** did not disclose all information. When specifically asked what the buyout was if I no longer wanted to go with them he only stated $495. When asked specifically what were to happen if I closed or sold, he stated there would be no penalty and there would be nothing to owe. When stating my biggest concern was the transition, he assured me it was so easy it was "just plug in one and unplug the other". He also pointed out on paper the transition will be "seamless and smooth" and customer service is available 24/7. When I was still hesitant, he had mentioned a respected salesman's name and said they hang out together when he is in town and how he is going to try to get all his clients on Securus. RESULTS: We repeatedly tried to contact customers service, no one would reply. The salesman ****** mentioned, was very upset that ****** used his name as he told him not to for any type of soliciting for Securus processors. After many attempts and trying to install the machine we find out it is not compatible with the business. After talking to ********* ********** ***** and tech support, I would have to hire someone to install the machine if we still wanted to use it. We then did not want to use the system. After talking with ***** ***** about terminating he informed me I was stuck in a contract and I had to pay the buy out fee as well as the buy out for the system which were two different things which will amount to about $3000. So far I have not received any copy of my contract I signed, and I have no information sent on how to get out of this contract.

Desired Settlement: Since the salesman misrepresented the company and used unethical sales tactics and did not disclose all information, the contract should be null and void.

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: sales rep calculated savings presented those numbers from previous venders statements presented the monthly fee for equipment, the rate per transaction represented that as the total after i signed a paper took a picture and that concluded the transaction due to the fact that this person was a previous employee who left in good standing i felt that we were dealing in facts however after repeated attempts to contact sales and in house consultants no calls were ever returned if i may inject a subjective comment i feel like i am in a true blood episode thank you in advance ***** ******

Desired Settlement: void contract and move on from what i have ascertained from their rating on this site they have a dismal future

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Credit card processing. Salesman never informed me about a 4 year lease for the card processing terminals. Salesman unresponsive about cancelling lease and services from Securus Payments. Salesman said at initial signup, I could cancel anytime and it would be $500.00 to cancel services. Now he doesn't know anything about that.

Desired Settlement: Cacel services and lease with securus without having to pay the entire lease.

Business Response: This Merchant was paying an overall effective rate of 2.849% with their previous processor and with Securus this merchant is at an overall effective rate of 2.71%. As you can see this is cheaper than what they were previously paying.

Regardless, Securus Payments has made adjustments to this account for a more competitive offer than what it initially agreed to in an effort to encourage Mr. ***** to stay with Securus Payments. Mr. ***** would still enjoy the advanced technology and service, but would also get even more competitive rates. Securus Payments is committed to customer satisfaction and a mutually beneficial business relationship. In any event, we hope that Mr. ***** will reconsider his cancellation, and work with Securus Payments to find a positive resolution. Should Mr. ***** have any further questions or concerns please do not hesitate to email Support@securuspayments.com.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

2/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After cancelling our contract within 3 days (as allowed in Washington for all door to door sales people), we were told that our contract was cancelled by Securus customer service. They then proceeded to charge our account for the next month service. When we denied this charge at the bank, they sent us to their internal collections department, which then proceeded to tack on an additional fee for handling the case (which was never authorized in the first place. Customer service has repeatedly told us that the matter was not our fault, and then completely push our calls out weeks before we get any correspondence. Its interesting that the reason we cancelled our contract so quickly (1 day) is attributed to the same ethical reasons (horrible customer service and shady business bait and switch practices) shown evident here on the BBB website. I absolutely WOULD NOT do business with these people or sit with any independent Securus representative should they call or solicit your business. Terrible company. Highly deserving of an F rating.

Desired Settlement: I am asking for my money back regarding unauthorized fraudulent charges and collection processing fees as a result.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ Per this merchant's request this account has been cancelled and all collections fees have been waived. Securus apologizes for what has transpired and is here to help. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com. Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although we do appreciate the waving of the fees by Securus Payments, it did not stop ***** **** and their collections department from cashing a certified bank check from our online banking system which was sent over to ensure that no further collection notices were sent to our company or worse, the three larger credit reporting agencies, as we are in the middle of a very large building loan application and cannot have the slightest hitch in our high credit rating as we are hoping for the best interest rates possible. We made repeated attempts to contact Securus, ***** ***** and their Collections department to return that check upon arrival to their processing center. Again, no one ever picks up the phone, especially at the collections department in Texas. We have left repeated messages to contact us in regards to a refund. We reviewed the status of our check in the amount of $134.98 with the bank yesterday. It shows as cashed and cleared. Either they ignored the correspondence from Securus showing a zero/waived balance, our numerous phone calls, or just don't pay attention or care. It really does seem that neither of the three companies communicate at all. I will retract this BBB case and leave a positive satisfactory review, only if certain conditions are met as follows: 1. We would require a refund of our check in the amount of $134.95 2. A Letter stating that all accounts are at a $0.00 balance, and closed to a satisfactory condition. This should be mailed to: ********* *** ** *** **** Spokane, WA 99209 Both check and letter can be mailed to same PO Box address. Thank you. Final Business Response /* (4000, 10, 2015/02/12) */ Securus Payments has issued a reimbursement in the amount of $134.95 along with the letter per the merchant's request. If you have any questions or concerns, please contact Securus Customer Service at ************** extension ** You can also email to *******@Securuspayments.com.

2/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: *****, a sales representative kept calling my business to setup an appointment to review merchant pricing. He arrived and told my husband that we had to get the application in today to save money so that it would be help up too long over the weekend. He said that we would receive free ipads or a pos system if it was compatible. We just wanted to fill out an application, not a contract and it was all pending on if we like the pos offered. The next day, the pos specialist was supposed to call and see if we could work with their pos system. We didn't receive a call and on Monday we received a terminal. We kept calling and they said that we were bound in contract. I reported this to ***** the sales president and he said that if they couldn't save me money then I could cancel no problem. I was waiting for a call from customer service to see where to return the terminal and never received a call. I called them and they said that ***** did not have authority to cancel my account and I would have to pay 495 cancelation fee. They have taken fees out of my account without providing me with any other services. The sales person really pressured me to sign the application and made me feel uncomfortable hurrying me and following me around the room. not allowing me to read in peace.

Desired Settlement: I would like to be free and clear from securus and have all of my money refunded. Currently I am working with wells fargo to see if they can prove that I am not bound and return my money through their fraud department.

2/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: From the beginning, our Securus representative agree to several amendments to our contract which were to include payment in full for any and all cancellation fees to be paid to our previous merchant service company, ******* which totaled $650.00. In addition, she agreed to supply us with our first 50 gift cards and all our receipt paper free of charge. She agreed to deliver the amended contract to us within the week. When she failed to do so , we began calling, which went on for several weeks. After several unsuccessful attempts to contact her we began making calls to Securus Customer Service where we were told that our contract did not include any amendments and we would need our representative to contact them for the changes, at which point, we complained that our representative was not returning our phone calls and we would appreciate it if a supervisor or someone in management would contact us to resolve these issues. No one ever contacted us. Months into this contact we finally received a check for $350.00 for cancellation fees after we had been told the week before there would be 2 checks: One for $350.00 and one for $300.00. When I called asking when we could expect the check for $300.00, I was told they decided to only award us $350.00 because our representative had been terminated and they had no way to verify the full cancellation fee of $650.00. I offered to provide them with proof of the paid the cancellation fee but they still refused to paid the remainder. They were contacted again on January 20,2015 and told we still were not satisfied and requested someone in management return our call to resolve these issues or we would file a complaint with the Better Business Bureau.

Desired Settlement: We would like the original agreement made with the representative to be honored. We expect the cancellation fee to be paid in full; thus,another check for $300.00. Free receipt paper as needed, our first 50 gift cards free of charge, and for management to be willing to step up and contact us when we have unresolved issues in the future.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ The additional $350.00 reimbursement has been sent per the merchant's request. Any gift cards were not mentioned during the contractual signing however, Securus will provide 100 Gift Cards free of charge. The documentation needed to complete this has been emailed to the merchant. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

2/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Securus leased a machine to us 7/13 for $149.26/month for 4 years. One year later came back to us with a money saving plan and a new machine for $75.15/month. When we started using it we realized the money saving plan was actually to charge the fee to the customer. The sales rep did not make this fact understood and we did not think it was right for our customers to pay this fee. I unhooked the machine at the end of the day and sent it back the next day and hooked the old one back up. I continue to get billed for both sets of machines. I recently got a quote from my local banker for their cc account and used the November '14 statement from Securus to which ****** beat it by $200 and that is not even counting the $224.41/month we pay in lease payments. I have asked Securus to let us out of the lease and am willing to pay the $495 early out fee but they will not let us out of the contract that goes until 8/17 Product_Or_Service: July 203

Desired Settlement: DesiredSettlementID: Other (requires explanation) Let us out of lease agreement of machines we no longer use.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ ******* ******** has adjusted this merchant's processing rates to ensure savings. Unfortunately, this merchant stopped processing to enjoy these savings. This merchant's saving factors in the equipment lease and as always ******* will gladly review any competitor's quote and match or beat the rates shown. Regardless, ******* would like to offer ***** **** ****** a more competitive offer than what it initially agreed to in an effort to encourage Ms. ***** to stay with ******* ********. ********** ****** would still enjoy the advanced technology and service, but would also get even more competitive rates. ******* ******** is committed to customer satisfaction and a mutually beneficial business relationship. In any event, we hope that Ms. ***** will reconsider his cancellation, and work with ***** **** ****** to find a positive resolution. Should Ms. ***** have any further questions or concerns please do not hesitate to email ******@glrlegal.com. If you have any questions or concerns, please contact ******* Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

2/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it might concern, I am ***** ****, the owner of Vietnam Restaurant located on **** ***** ******, ******* I am writing this letter to express how dissatisfied and unhappy I am doing business with your company, Securus Payments, recently. On September 2014, a salesperson of your company, name ****** *********** came to my restaurant and informed me about a new promotion and merchant service that would charge our customers what so-called convenience fee. He also introduced me to some discount programs in which I found they were interesting. After talking for a while, he told me to sign the new contract. Taking the advantage on my poor English and knowing that I was busy handling my business since it was busy at the time he came, the salesperson didn't help me understand thoroughly the contract but told me just to sign on it. As I trust Securus Payments Company and its salesperson, I signed the contract without any doubts. Several weeks after, the company sent to my restaurant 5 new credit card machines type Dejavoo V8. I was shocked because I have never imagined that my small tiny restaurant with one cashier would need 5 credit card machines to process the credit card transactions. Fact is that we only need 1. Then, I still proceed to set up the new machine while thinking to return some of them. However, I cannot complete the installment since the new merchant requires a special microchip, which is missing from the package the company sent to me, to get the machine works. I called the company several times, and asked for Mr. ********** to help me with the set up process and the missing microchip; and the company said he was on vacation. Since then, we have never heard anything about Mr. *********** He didn't even do a single follow-up to check on how I am doing with the new machines he introduced. Currently, our restaurant still use our old credit card machine provided by Securus Paymens, and has never used the new machines the company sent us even for one day. Later, I figured out that the company started to charge fee on the new contract I signed which is $395 a month since September 2014. Not just that, now I get charged two times: one for the old contract, and the other for the new contract. I am not happy with this business deal in which I use only one machine but get charged by two contracts. Why do I have to pay for the service that I have never used? Your company sent us a product that unable to install and use due to the missing microchip then asked us to pay for it. This doesn't make any sense. I have longed to get out of this case as soon as I can. I would love your company to review my situation and help me out of this. I would like to cancel one of two contracts since I only need one. I strongly hope and believe that your company will do something to help me out of this case. Sincerely, ***** **** January 16, 2015

Desired Settlement: I have longed to get out of this case as soon as I can. I would love your company to review my situation and help me out of this. I would like to cancel one of two contracts since I only need one. I strongly hope and believe that your company will do something to help me out of this case.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ Securus Payments has reached out to this merchant multiple times to assist and resolve these issues. Securus Payments has sent the needed document needed to update the pricing structure and once it is received back the download can be performed to the terminal. Securus Payments has issued the reimbursement for the previous lease. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com.

2/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company calls us repeatedly many many times a day. We have 137 phone numbers that ring to the same call center. When asked to be removed from their call list, the agents will call back, then hang up on us several times over, and make animal noises when the calls are answered. Resulting in up to 50 or more calls an hour from this organization. They call in under the phone numbers XXX-XXX-XXXX and XXX-XXX-XXXX. We have previously asked them to remove ALL of our phone numbers form their data base or any affiliated auto calling company they may use, and they continue to call and call and call. They disrupt the activities in the business with their bothersome calls, and indignant behavior.

Desired Settlement: We want all phone numbers removed and suppressed from their data base of numbers, and any affiliated company or alias they use to call around offering the merchant services or any other product they offer, and their company and any affiliated companies they have to NEVER call us with their telemarketing offerings. We need a legitimate email address to send those numbers to in file form.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ This merchant has sent in a spreadsheet of all the numbers listed to be added to our "Do Not Call" list. The number will cycle through the system and be removed. Securus apologizes for what has transpired and is here to help. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com.

2/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In July of 2013, we contacted their customer service number that is listed on their monthly statement that they send to us. I spoke with a representative from their customer service number telling them that I am canceling their services. The representative told me that the termination of service would be taken care of. My business then moved locations and started with a new merchant services. In October of 2014, when we performed a yearly internal audit of expenses in my company, we noticed that Securus Payments had continued to debit my account a monthly fee of $69.90 every single month, including October of 2014. When I called the same customer service, after speaking to 3 different representatives, I spoke with a ******** whom told me their was no record in their system of me calling in to cancel my service. This is also after all 3 reps noted that they have the service still lasted at my old address. ******** then told me that I would be charged a $500 early termination fee. He said we would mail me termination papers. After we disconnected that phone conversation. ******** then called me back to ask me for the address to my business so he can mail me the papers. He didn't even have my correct address! My representative that originally signed me up, never returned my call. The original rep whom signed me up for service also pushed me through a phone call for the credit card machine that locked me into a 48 month lease contract of $199 every single month on an out-dated machine. I never received any paperwork for that contract and I have no way of speaking with that company.

Desired Settlement: Securus Payments has wrongfully debited $978.60 from business checking account and now wants to charge me an additional $500. I would like my $978.60 credited back and the $500 fee waived. I had one terrible experience after another with Securus Payements and I am still stuck in a credit card machine contract of $199 each month because of their representative's deceitful act. I am a small business and every dollar matters to me!

Business Response: Initial Business Response /* (1000, 6, 2014/10/24) */ Regarding the $978.60 charge, this was accessed per Illinois state laws regarding upfront sales tax. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com. Initial Consumer Rebuttal /* (3000, 8, 2014/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the two invoices that I received this year, the breakdown of the monthly charge of $69.90 that added up to the total of $978.60 in question is broken down on the Securus statement as follows: $25 Min. Monthly fee $5 Statement Fee $4.95 Regulatory Product $19.95 Account Fees 4 $15 Wireless Access fee Totaling $69.90 a month mulitplied by the 14 months they were debiting my account after I canceled. This would make their response completely false and inaccurate! I still have not received any cancellation paperwork as well. They also have not addressed the cancellation fee of $500 that they are now threatening me with. Final Consumer Response /* (4200, 20, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not address any part of this BBB complaint. The fees that add up to the $69.90 were not in question. The purpose of this BBB complaint was to address the action that Secures Payments continued to debit my account the $69.90 after I canceled my account following conversation with a Secures Payment Representative. I was informed that no further action was needed in canceling my account with Secures Payments. When addressing Secures Payments directly with the issue of my account continuing to be debited, they denied my account was ever closed and only threatened me with a cancelation charge. Since Secures Payments seems to clearly have intent of solving this issue, if my account is not proven closed within 30 days and any cancelation fee not waived, I will contact my ***** bank to have all $69.90 monthly fees returned to me. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 22, 2015/01/30) */ This Merchant's Processing Application has been cancelled per merchant's request. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com.

2/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told by sales rep over the phone that my mid & non qualified rate was going to be 1.5 percent when in actual terms, this rate didn't include the qualified rate. Total Rate for the service ended up being 3.09 percent.. which was more expensive then previous processing service provider.

Desired Settlement: To be let out of contract without having to pay early termination fee. Our agreement is less than 60 days old.

2/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: signed up for secures credit card processing and was guaranteed to save me money on my credit card processing. when we actually end up paying more in fees and non cancellable contracts.

Desired Settlement: just want to walk away with out a outrageous fees.

2/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Information told to me about the cost of services was miss leading. I was told a portion of charges I process through their services would be deducted from the yearly fee of $495 and that in most cases it would completely eliminated and not have to be paid. I was also promised that the fees they would charge were far less than what I currently paid. (I sent them several of my former processing companies invoices)

Desired Settlement: I would like to get out of this contract and not be forced to pay the $495 termination fee. Also not have to pay the PCI compliance fee because I have met the requirements in the calendar year with my other processing company

Business Response: Securus is more than happy to help this merchant become PCI compliant so monthly billing for non-compliance will cease.

If you have any questions or concerns, please contact Securus Customer Service at ************** extension 7. You can also email to *******@Securuspayments.com.

2/5/2015 Advertising/Sales Issues
2/5/2015 Advertising/Sales Issues
2/5/2015 Problems with Product/Service
2/5/2015 Advertising/Sales Issues
2/5/2015 Problems with Product/Service
2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Securus said they could provide service for 2.5% discount rate w/ a $4.95 monthly fee. Without any supporting equipment requirements and additional costs. Said i would recieve a welcome e mail and related information in 2 weeks. However 6 weeks passed they didnt provide service but began to bill me as if they had me setup to use their service. The cridited me that fee. Then they said they would had my service set and again they failed the proper method to provide service. instaed they billed me again and again so 2 months of fees w/ no service. Then they added that the need to go into PCI compliance and more fees and they could not provide service. They said they would reimberse me for the last 2 months of fees and did not do that. I told them they didnt provide a service and w/ my method of creating a transaction they needed to provide equipment. They sent the equipment but after 3 hours on phone they again could not make transactions work. said I needed to contract internet service so I did 3 more hours on phone w/ internet provider. Sent them an e mail to provide the internet information. 2 weeks passed and no reply from their customer service. Poor service but willing to have you pay for their inability to setup my agreed payment transaction methods. The sales person setup an account they could not support. The customer service said they could not let me leave early w/o paying 500 dollars, and said ** had a contract never signed a contract and they have never provide any information about their company.

Desired Settlement: Reimberse my $70 dollars and close acct, w/ no early closing fees, becasue they were unable to provide service at a savings, or even provide a service.

Business Response: This Merchant's Processing Agreement has been cancelled per this merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company refuses to refund money when my account was not authorized to be debited.

Desired Settlement: I want my money refunded immediately!!

Business Response: Initial Business Response /* (1000, 8, 2015/01/15) */ Securus Payments would be more than happy to help address this complaint once a Merchant name or Merchant ID is provided. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

2/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales rep, **** ***** used high pressure sales tactics and did not leave my business for neasrly 4 hours. I signed a contract under duress. After reviewing contract with manager and current processor, I decided not to do business with Securus Payments. I returned the credit card machine to Securus without ever opening the box or processing one transaction. Company immediately began debiting my bank account without providing any statements of this activity. Tried to resolve issue with sales rep and was promised to be reimbursed for 3 months of charges plus an additional month. I never was.

Desired Settlement: Termination of lease and lease payments and credit for payments already paid.

Business Response: Securus has spoken with merchant and place business on a seasonal hold while the merchant transfers business to new owner.

Securus has sent all needed documentation to complete this.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

2/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Two unauthorized transactions were posted in my business account by Securus payments (totally approximately $350) without any services being rendered. Securus payments misrepresented their contract as part of the application process and under false pretences acquired my bank information. My attempts to rectify this situation has failed.

Desired Settlement: For Securus payments to stop withdrawing unauthorized payments from my business account.

Business Response: This Merchant's Processing Agreement and Equipment Lease have been cancelled per this merchant's request.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i was scamed in the contract i signed a 48 lease term for a credit card teminal that i dont even need with a third party "****** *******" without knowing or agreeing i was approatch in busy lunch our by the represatative of securus payment to sign the docoments one i found out i contacted both company to cancel this contract i was told there is nothing we can do and you have to pay close to nine thousand dollars $9.000.00 for erly determination and i was send to collection

Desired Settlement: get out off this lease have securus payments pay off the lease company ************ thank you

Business Response: Initial Business Response /* (1000, 7, 2015/01/15) */ This Merchant Processing Agreement and Equipment Lease have been cancelled per this merchant's request. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I own a small retail gift shop and considered Securus Payments as my merchant account processor. I began the process to switch over from my current provider, however, Securus exhibited such poor customer service that I never completed the reprogramming of my equipment nor processed any payments via Securus. I am now trying to close my account and Securus is denying my ability to close the account without paying a $495 cancellation fee.

Desired Settlement: I do not want to conduct business with Securus payments and I simply want the account closed. I do not believe that the $495 cancellation fee is applicable, the account was never completely established and no transactions were processed. I want the account closed and all charges dropped.

Business Response: To Whom It May Concern:

As you know, our firm has the pleasure of representing Securus Payments LLC ("ISO"). This letter is in response to a July 9th, 2013 letter regarding electronic payment processing agreements between, A Little Something ("Merchant") and "Securus Payments". This letter will address the claim with the hopes of achieving an amicable resolution.

To reiterate the facts, on or about February 19th, 2013, a "Securus Payments" phone representative called "A Little Something" and asked if they were interested in switching service providers and to discuss the electronic payment services that "Securus Payments" could offer. On February 19th, 2013, Mrs. ***** individually and on behalf of "A Little Something" signed a Merchant Processing Agreement ("MPA") to process electronic payments with First Data Merchant Services Corporation ("FDMS"), and a Merchant Acknowledgement Agreement ("MAA") with Securus Payments (collectively, "Agreements").

Mrs. ***** alleges that the "MPA" cancellation fees are waived. However, as stated before, the cancelation fees Mrs. ***** is referring to are listed within the "MAA".

Due to the Mrs. ***** signing the "MAA" on behalf of herself and "A Little Something", she has agreed to the terms set forth by "MAA". The terms clearly state that she will have to pay the full term, plus any additional cancellation fees, if she were to cancel the Agreement prematurely. While it is unfortunate there was a misunderstanding, it was Mrs. *****'s responsibility as a business owner, and personal guarantor, to read and understand all terms set forth for each agreement prior to signing the Agreements.


Regardless, "Securus Payments" has been ready to reprogram and service "A Little Something's" merchant service account. "A Little Something" would enjoy the advanced technology and service. "Securus Payments" is committed to customer satisfaction and a mutually beneficial business relationship. In any event, we hope that Mrs. ***** will reconsider her cancellation, and work with "Securus Payments" to find a positive resolution. Mrs. ***** has been sent numerous cancellation documents but they are returned altered. Should Mrs. ***** have any further questions or concerns please do not hesitate to email *****r@glrlegal.com.

For the firm,
/s/
James ** *****, Esq.
Global Legal Resources, LLP
JCH/ksc
(BBBLegalAlittleSomething.docx)

Consumer Response: This business did not resolve my issue. I did not ever process any transactions with the company, nor was set up ever completed. The customer service was beyond horrible. I have since closed the business and have no further interest in dealing with this company.

Thank you
******* *****

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: securus sent a sales rep *************** to my restaurant to get me to sign up and change my merchant processing machine she offered better rates so I changed providers for the time.she came to hook up the machine three weeks later and tried to hook up the machine with secures tech guys on the phone guilding her and she could not hook the machine.they took out of my account $466.00 as a fee for the month and I did not swipe a single creditcard on their machine.so I called customer service and spoke a man don't know his name and said to cancel the agreement since they couldn't provide service on their part. he said no so I called a few days later again to customer service and spoke to a lady by the name of ********* to cancel and she said sure but it will be $495.00 cancellation fee and I have to sign the cancellation form and fax it back so I did.i sent back the equipement by fed ex and paid $120.00 with my own money.the same man that I spoke to in customer care called me and said that they tried working with me and that I will hear from their lawyers.then they send a letter from collections saying I owe $21,793.88.this company is trying to extort money from me when they couldn't provide service on their behalf

Desired Settlement: to stop and reverse the collection since services couldn't be met on their behalf.cancel the contract I was willing to pay the cancellation fee of $495.00

Business Response: Initial Business Response /* (1000, 8, 2015/01/15) */ This Merchant Processing Application and Equipment Lease have been cancelled per this merchant's request. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension**. You can also email to *******@Securuspayments.com.

1/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales person visited my place of business to convince me to switch their processing company by promising me that I would not be bound to a contract like I was with my prior company, he agreed to pay the contract cancellation charges of the prior processing company. The representative also guaranteed that if I did not like the service, I could cancel at any time. Securus has not paid the cancellation charge from the prior processing company, their fees were not less, and they are now telling me I have to pay to cancel their services.

Desired Settlement: I would like Securas to pay the contract cancellation charges that were assessed to me by my prior processing company.

Business Response: Initial Business Response /* (1000, 7, 2015/01/15) */ If this merchant can provide something in writing showing that Securus was to be covering this cost, we will gladly honor it. However, our records show no reimbursements to this merchant for a previous processor cancellation fee. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com.

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was visited by agent from Secucrus in late February of 2013. They claimed to save me money on my credit card processing. He alleged to save me over $300 a month but only if i signed a lease contract for a credit card terminal. This lease contract would be for 48 months at $209 a month. A terminal that only cost $300 to buy. I would of never signed this lease if he did not have me completely convinced to save me money every month. Enough money to cover the lease and also save money every month from my current processing company. He also went to the extreme to say they would provide me with free paper, also which never happened. After receiving my first statement from Securus, I had not saved a penny. after arguing with them for the months to pass. i was left with empty promises and a contract i could not get out of. This company sells lies and nothing more. There has to be something done about their business practices. I have cancelled my processing with Securus and went back to my previous company. I am still stuck in this lease that will cost me $10,000 for a piece of equipment that is worth $300.

Desired Settlement: I would like my early termination fee returned to me and also be let out of the lease that i signed with **********.

Business Response: Initial Business Response /* (1000, 7, 2015/01/15) */ January 15th, 2014 Sent Via Online Submission Re: BBB Case #XXXXXXXX; To Whom It May Concern: As you know, our firm has the pleasure of representing Securus Payments LLC ("Securus"). This letter is in response to an October 23rd, 2013 letter regarding electronic payment processing agreements between, *** ******** ("Merchant") and "Securus". This letter will address the claim with the hopes of achieving an amicable resolution. To reiterate the facts, on or about February 23rd, 2013, a "Securus" phone representative called "Merchant" and asked if an authorized representative would like to meet with a "Securus" sales representative to discuss the electronic payment services that "Securus" could offer. The next day, *** ****** met with a "Securus" sales representative. On February 23rd, 2013, *** ****** individually and on behalf of ***** ********** signed a Merchant Processing Agreement ("MPA") to process electronic payments with ***** **** ******** ******** *********** *********** an Equipment Placement Agreement for electronic payment processing equipment with ***** **** ****** Leasing *********** and a Merchant Acknowledgement Agreement ("MAA") with "Securus" (collectively, "Agreements"). Upon credit approval and acceptance by **** and ******** the equipment was shipped and later accepted by ***** *********** However, as stated before, the waived cancelation fees *** ****** is referring to is for a separate Equipment Placement Agreement with ********* The equipment finance lease for electronic payment processing equipment between ******** and *** ****** is separate and independent from the MAA agreement *** ****** endorsed with "Securus". Due to the *** ****** signing the MAA on behalf of himself and ***** *********** he has agreed to the terms set forth by "MAA". The terms clearly state that he will have to pay the full term of the lease, plus any additional cancellation fees, if he were to cancel the Agreement prematurely. While it is unfortunate there was a misunderstanding, it was *** ******'s responsibility as a business owner, and personal guarantor, to read and understand all terms set forth for each agreement prior to signing the Agreements. Regardless, "Securus" would like to offer ***** ********** a more competitive offer than what it initially agreed to in an effort to encourage *** ****** to stay with "Securus". ***** ********** would still enjoy the advanced technology and service, but would also get even more competitive rates. "Securus" is committed to customer satisfaction and a mutually beneficial business relationship. In any event, we hope that *** ****** will reconsider his cancellation, and work with "Securus" to find a positive resolution. Should *** ****** have any further questions or concerns please do not hesitate to email ******@glrlegal.com. For the firm, /s/ ***** ** ****** Esq. Global Legal Resources, LLP *******

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company had no intention to pay me $3,000.00 that was promised in contract. I never gave my verbal approval(which is required) for Securus to proceed with this contract, yet they have taken monies out of my checking account. I have attempted over the last two months to contact Securus directly to resolve my complaint but they have not returned ANY of my phone calls.

Desired Settlement: I want my contract voided asap and my monies returned.

1/29/2015 Problems with Product/Service
1/29/2015 Billing/Collection Issues
1/29/2015 Problems with Product/Service
1/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I own a restaurant, the salesman from securus payments come in on 11/10/14, and claim will reduce the credit card processing cost. I don't want to stuck with any company,so I ask them to remove the early termination fee, they agree. On the contract there have a they call NON-CANCELABLE equipment lease $80 x 48 mo. for a terminaL. I did ask the salesman "if I cancel the contract, the lease will end right?" The salesman answer "yes". then I sign the contract. Later on I find out the terminal only cost $260, they want $3840 from it, what a ripoff. And I also find out SECURUS PAYMENTS has a very bad reputation, there have over hundreds complain. So I decided to back out, I call SECURUS PAYMENTS to cancel my contract, now they telling me equipment lease is separate agreement, even I cancel the contract but the equipment lease stay on, I responsible for this lease. what kind of lease is that? Who will want a terminal without any serving? The salesman have never mention any of this before, this is totally against my will. I will never sign the contract if the salesman mention any of this. The salesman deceive me, the contract should be void.

Desired Settlement: Void the contract and the equipment lease. And don't charge any money to my bank account.

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The form of agreement was never fully executed; Securus Payments Powered by ***** **** neither executed nor delivered to *** ******** ****** an executed copy of the Agreement. The equipment shipped to us is inferior to the processor we have and was supposed to be top of the line with mobile capabilities and check cashing services as discussed. The statements made by the associates of Securus have been proven to be false. We have made many attempts to resolve this issue by phone and certified letter. The equipment was never set up and the account had there been an Agreement was never activated. They have taken money from our business checking account and continue to do so without our authorization. We would like to return this equipment and void all "contracts" with who ever Securus has set up fake contracts with in our name and have not been able to correct this situation on our own.

Desired Settlement: We have requested that all money taken from our account by Securus and ***** **** and anyone else they may authorize without our knowledge, be returned to our account. That all future transactions be stopped and ALL "contracts" set up without our knowledge by Securus be cancelled with no future attachments in anyway and would like this in writing. We will return their unused equipment where ever they advise but we must have all commitments financially or any other way voided and be assured of this in writing. They have many tricks for misleading and misinformation and we do not want any business dealings or financial liabilities with this company in anyway.

Business Response: Initial Business Response /* (1000, 8, 2015/01/09) */ Securus Payments has reached out to this merchant several times. A Cancellation document has been sent to this merchant listing a "ZERO" early termination fee. Once received, Securus will cancel this processing account. Please contact Customer Service to service this account. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: New customer (9/17/2013) via ISO/Carlsbad, CA. Agent: ******* ******* Sales Director: ******** ****** Terms of Agreement have not been met, and are inconsistent with sales representation, including but not limited to, false statements regarding agreement, savings and fees. I have attempted resolution via multiple phone calls to *** ******* with no reply.

Desired Settlement: Immediate termination of all services and agreements with Securus Payments, ***** ***** ***** **** ****** ******** any/all third party involvements.

Business Response: Initial Business Response /* (1000, 7, 2015/01/09) */ Securus Payments is here to help answer any questions regarding billing or fees. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Securus has iniated almost $360 in direct debits to our bank account since December for various reasons - minimum fees, PCI compliance, etc. The total of credit charge sales on this account is less than $350 since December. Instead of the 1.74% processing fee that was promised, we are being charged at 110% processing fee. I have contacted both the salesperson assigned to the account, and the company directly. When contacting the phone number listed on the monthly statement sent by Securus, they agents tell you that they cannot assist you, and give you a different phone number to call. Our salesperson, ******* ****** stated that these charges would be reversed by his company. When the company is contacted, they state that there is nothing that they can do, and if we choose to cancel our credit card processing agreement they will charge an additional $495.

Desired Settlement: I would like the PCI compliance fee refunded, and to cancel my credit card agreement with no fee incurred.

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Tuesday the First day of October of 2013 Securus Payments sent an account executive named ***** ****** to my store, ****** ****** located at *** * ******** ***** Rialto, CA 92376. The account executive explained the services his company provides. They provide credit card payment processing. The account executive gave me an estimate of how much I can save by leaving my current processor and signing with Securus in the form of a "estimate savings document". The company representative told me that it is "routine" for me to sign the estimate document to provide proof that I received the free consultation and savings estimate. Since he did give me a savings estimate, I went ahead and signed the savings sheet. I told him I needed time to think about switching over and to come back later. The account executive returned after three hours. I had decided to sign with Securus. He wrote up the terms of the services and the lease of the equipment. I was told, and it was written, that I was signing a contract with $0 for lease equipment. Also, I was told that the lease is cancel-able at any time. On October 7, 2013 I received the equipment. Prior to conducting business with the company I asked them to fax me a copy of my contract because I was not given one. After 6 hours of the company's customer service "dropping" my calls they finally sent me my contract. The contract was altered without my consent, knowledge and authorization. Rather than being a lease for $0 on equipment, Securus added the digits 1 and 6 to make it $160 a month for 48 months. This is not what I signed for. I currently lease with ******** at $32 a month/48 months. The main issue with this is they altered my lease. the second issue is that they are not honoring the savings estimate because they are costing me more. They also altered the initial "Savings estimate" document I signed. They filled out the bottom portion after I signed. I signed that document to provide proof to the company the employee is doing his job. I was not signing a lease. Also, it was not completely filled out when I signed it. I signed for the estimate and they later filled the bottom portion. My next issue with this company is that the lease I signed was cancel-able. The document they provide has "checklist style" boxes where you initial your name initials if you agree to the 4 terms and conditions. I initialed 3 boxes and left one blank. The one I left blank was the term to agree to the lease being non cancel-able. when the contract was faxed to me on October 8, 2013 it was initialed in that box. This company altered numbers and the terms I initially signed for. Securus has altered my contract without my consent and initialed my initials without my consent. I filed a police report with the ****** Police Department. Police report number is CAD XXXXXX-XXXX.

Desired Settlement: I would like Securus to terminate my contract with them for merchant services. I would also like them to terminate the entire contract between them and I because it was altered without my consent. I would also like for them to terminate the lease they created for me with ***** **** ****** ******** I do not want to be billed for any of the terms agreed upon in the contract because Securus altered it and for that reason the lease is null and void. Lastly, securus has to properly dispose of any documentation with my information on it because Securus has personal and banking information that belongs to me.

Business Response: Initial Business Response /* (1000, 7, 2015/01/09) */ Merchant Processing Agreement and Lease have been cancelled per merchant's request. If you have any questions or concerns, please contact ******* Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They offerered us great rates, and even claimed that they worked with the company that handles our POS transaction software and claimed that there would be no compatability issues. When we attempted to set up up the processing through them, there were multiple issues due to incorrect processing information given, rude customer service when attempting to rectify the situation, and we ultimately found out that they were not compatable with our processing software and that no such claim was given. In addition, fees which were not listed in the contract have been charged to us, and multiple attempts to contact the company have been ignored, including multiple messages on the personal lines of two different managers including Darin Docker. Every attempt to rectify the situation rebutted or completely ignored, yet we are still being billed (in excess of agreed terms) for services that are un-renderable.

Desired Settlement: We tried to use the company, and even though they claim that they worked out the details with our Platform of Sale processing software company, the service is unusable. We have communicated this to them via messages that were unreturned, at this point we would like to be released from the contract that we are unable to use and all charges be stopped.

1/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales representative did not fullfill agreement to set up machine in our business when it was received. Sales representative did not disclose the total lease on equipment would be opened on our personal credit report. Sales representative would not give us a copy of the signed contract. It has been 3 months and MANY phone calls of broken meetings, supervisor and customer service phone calls and complaints, machine is still sitting in original box, not in use but payments still showing on personal credit report.

Desired Settlement: Null and void this entire contract, First Data removed from credit report, and all payments credited to account. The company misrepresented, was rude, and did not fullfill their agreement.

1/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales representative **** ********* employed by Securus Payments signed up our company with entirely false information regarding equipment leasing fees, rates and cancellation fees. He also removed our card processing equipment from our office stating he was responsible for returning it in order to get our new equipment, which according to Securus is false. He didn't return it on time therefore we were billed by Global pay. ************* stated in email (I have records) stating that Securus was responsible for reimbursement and if they didn't he himself would pay. We are now having money extracted from our account from a card processing leasing agreement, much higher rates for processing and Securus refuses to refund our money for $111.06 due to late equipment return OR handle their employee in any shape or form for all of the faults he has committed. The people at Securus fail to call back, the rep **** ******** does not return our calls or emails, Securus's supervisor refuses to do anything regarding these issues.

Desired Settlement: *********, our business, would like to be reimbursed $111.06 for their employee's error. We would like to be given the $495.00 sign up bonus which was promised and never given (I have that in writing) and I want to be severed from any future business with them, ending the contract without cancellation fees due to their employee being dishonest and misleading. That employee,************** should be held somehow responsible for his actions.

Business Response: Initial Business Response /* (1000, 8, 2015/01/09) */ Merchant Processing Account has been closed at no cost to the merchant. If you have any questions or concerns, please contact ******* Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Termination of merchant services. I sent a letter to Mr. ***** regarding the misleading infrormation I was given by the Co.sales rep. I received a fax from ******** ***** dated May 21, 2013. I was told I could opt for early cancellation of the Merchant Services agreement. The fee would be $ 495.00 I never was informed of such a fee. I was mislead on this and asked that they please terminate this contract and the terminal will be returned. I have been so pur out by all this and have spent countless hours trying to resolve this. My merchant # 536385790125256 Angelie's Interiors

Desired Settlement: This contract be terminated with no fees attached.

1/26/2015 Advertising/Sales Issues
1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ***** ******** and I am the President of the Board of Directors for ********* ******* **** in Forest Lake. ********* ******* **** is a 501©3 non-profit organization that has been operating in this community for 35 years. We provide financial assistance to residents of our community by paying rent, mortgages, utility bills, prescriptions, and also provide a free Food Shelf. We receive NO funding from government agencies. We rely solely on private donations and the sales from our Thrift Store. The reason for this letter is a request for help with a problem we are having with Securus Payments. Securus is a credit card machine company that approached us in March. The companies sales rep ***** ******** put together a proposal showing how we could save money with them over our current credit card machine company ( ****** ******** They were originally going to cover any termination fees charged by ****** and then said they wouldn't be able to. Analyzing their proposal, we realized we would still save some money even with the early termination fees so we filled out the contract on 3/31/2014. The next day I went to cancel out account with ****** and found out we had an additional contract for equipment that would be charged back, so we called the Securus sales rep and told him we would have to hold off on activating with them for 1 year because of the service agreement. I was advised by **** that he would take care of everything and he would connect again with us in 1 year when our agreement with ****** was fulfilled. Fast forward to May 5th, 2014 when I received a bill from Securus. I called on May 6th and advised the customer service rep (****) that service was not to be activated. He said he needed something in writing from the sales rep ******* I called **** and he said he e-mailed his boss **** *********** I called **** back and advised him the e-mail was sent not to activate service and he advised me it was "too late" and he was going to charge back a bunch of termination fees if we didn't pay the bill. I explained to him that our credit card machine was not even programmed with Securus and we were still running credit cards through ******* He said he could see that there was no activity but it didn't matter. I asked to speak with a manager and he said he would get *****. ***** said he would look into it with someone above him and get back to me. I left 5 messages over the next 27 days for *****. On June 4th, 2014 I called again for ***** and was told he was "very busy" but that a high priority message would be left for him. On June 6th, 2014 I called AGAIN and was told he was not available. I told the customer service rep I would stay on the line and hold him up from taking calls until ***** got on the line. Within 2 minutes ***** was available to speak with me. I asked him why I hadn't heard from him over the last month and he asked why he would need to call me. I reminded him of our May 6th conversation and he said he noted our account that day that if we tried to cancel he would charge back early termination fees. I reminded him that this was not the way the conversation went and he said if I was going to be unprofessional our conversation was done. At that point I just decided to pursue this with the Attorney General or BBB. I had Securus fax me a copy of the contract that I signed, but I also obtained the original copies that we signed from our sales rep (who no longer works for the company because he has had so many complaints from other people he signed up). Overlooking the contracts there are areas filled in on THEIR copies that are blank on ours and vice versa. We are being charged a $159 annual fee on the very first bill that is nowhere in the contract. When I called customer service today about that they said they don't put that in the contract, they just put that in an information part of the 1st bill. I told her I was looking at the first bill and there was no explanation of this charge anywhere. She said she couldn't find one either and gave me another number to call. Bottom line... my hope is that you can help our non-profit agency get out of a contract that should never have been started. We are very concerned how this is going to affect our credit rating that is otherwise spotless! The former Securus sales representative ***** ******** said he is very willing to help however he can to get this taken care of. He can be reached at XXX-XXX-XXXX. Please let me know if there is anything you can do to help us.

Desired Settlement: We would like to stop being billed for services that never should have been started especially when equipment was never reprogrammed.

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contracted with Securus for our Credit Card machine & our Check Processor. We never received the check processor and requested that Securus cancel our contract. They are now threatening to charge us with approximentely $4,800.00 to cancel the contract. We feel this is unfair because we still have not received all of the equipment.

Desired Settlement: We simply want out of the contract and we will return the equipment (incomplete) that we have received. We never used their service or plugged in their equipment because it was incomplete.

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Nov. 1, 2013 I signed a contract for a new credit card machine for my business, ************* **************. After receiving the unit, I was unable to hook it up. I called customer service and was told I needed to install a second telephone line, which I was unwilling to do. They then said I could use the Internet to hook it up. I do not have the Internet in my shop and do not intend to get it. I told them this and received a phone call later in the day from a company manager. I informed him that I had to cancel our agreement. He said he was sorry. On Monday, Nov. 4, 2013, I discovered that *************************** deducted $35.01 from my business checking account. When I called to remind them of my cancellation, they said I couldn't cancel and I was under contract. When I entered into this agreement, I was not made aware that I needed a second phone line or an Internet connection. Now I have a machine that I cannot use. I don't think I'm being treated fairly and am seeking relief. Anything you can do to help would be appreciated.

Desired Settlement: I would like the contract cancelled, the machine picked up and my money reinstated. Thank you in advance for any help you can provide.

Business Response: Initial Business Response /* (1000, 7, 2015/01/15) */ This Merchant Processing Agreement and Equipment Lease have been cancelled per this merchant's request. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX ***********. You can also email to *******@Securuspayments.com. Initial Consumer Rebuttal /* (2000, 9, 2015/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Was contacted by ******* representative **** ****** on October 15, 2014 and given a comparison that fraudulently overstated our annual savings if we switched to their service. I did not know that at the time. Agreed to switch service but specifically told Mr. ****** would would not start using Securus service until November for reasons disclosed to Mr. ******* Our credit card terminal was reprogrammed on Nov. 6. Received a statement for October from Securus charging us $24.95 in fees for October, before we started using Securus services. Statement also contained notice that starting Dec 1 there would be a $99 monthly inactivity fee added to our processing agreement. Contacted Mr. ****** about both fees and was told, verbally, that we could cancel without penalty. Informed Mr. ****** that the new fee was unacceptable and to cancel our account. He still tried to persuade us to stay, but I had contacted another processor and was informed of how misrepresented the comparison Mr. ****** had given me was. Again told Mr. ****** we wished to cancel and was told I had to contact customer service. Called customer service and spoke with ********* ******* who also tried to persuade me not to cancel. Informed that the inactivity fee was coming from ***** **** which is not true, and that they could possibly waive it and the fees I was charged for October. I asked for a cancellation form and had to ask again the next day, November 25, 2014 again. Finally received the cancellation form but it had a $495 cancellation fee on it. Crossed that out, put $0 as per **** ********** signed it and emailed it back. Was told that I could not cancel without paying the fee. Sent another copy via email, this time with the $495 fee, but a note 'signed under protest.' This time informed that they could not process the form without anything written on it except for my signature and date. Form was a word document, so I signed a third copy and emailed it with the fee amount changed to $0. Ms. ******* still will not process our cancellation. December 8 I am sending a certified letter demanding our merchant account with Securus be closed without damages.

Desired Settlement: Cancellation of the merchant account with Securus without damages and Securus to waive any fees or assessments not related to transactions actually processed during out brief service period November 6 to November 25.

Business Response: Initial Business Response /* (1000, 7, 2014/12/23) */ This account has been closed at no cost to the merchant. ****** has the customer service managers direct information and will contact him if any issues arise. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Salesman named **** ******** came to my business many times and told me he would process my credit and debit card transactions for less than the company I was previously processing with. When I received their statement 1 month later I saw that was not true and they were charging me more per transaction than the previous company. I called them and asked them to cancel the account and they refused to cancel until I send them a guarantee letter that I had obtained from the salesman before I sign the processing agreement that promised no penalty charged in case of cancelation which I did and they canceled it after but later on I found out that there is another company named ********** withdrawing money from my bank account. I contacted ********** and asked them why they were withdrawing from my account and they told me there is a a 48 month lease agreement that I signed to lease the credit card machine and I was shocked because the salesman **** ******** never informed that there was another company and another lease involved in this process. I asked ********** to forward me the lease agreement and I found out that the first 2 pages were filled out without my knowledge by the salesman **** ********* I tried to contact **** and left him several messages all of which he ignored so I told my bank to stop ********** from withdrawing money from my account. ********** sent the default information to my credit report even though when we canceled my account they took the machine and they were charging me for a machine I had no possession of or knowledge of leasing. As as result it has lowered my credit.

Desired Settlement: I want them to remove the default notice from my credit report.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ This merchant was at an overall effective rate of 1.508% with their previous processor. A billing error occurred and Securus has issued a reimbursement of $518.26 to the merchant. This error has been corrected and Securus adjusted this merchant's rates further to maximize savings. Per our Guarantee Letter, Securus will adjust rates accordingly to ensure savings. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: No contract

Desired Settlement: close acc

Business Response: Initial Business Response /* (1000, 10, 2014/12/22) */ This merchant has multiple accounts with Securus ********. Please contact Securus Payments regarding these accounts. Securus Payments is here to assist, please contact us with any further questions. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension*** You can also email to *******@Securuspayments.com.

1/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were ripped off by this company starting in June 2014. We had a salesman come into our store giving us all of this promising information about there pos system as well as processing system. It has all be a lie they over charge me monthly for not even using there equipment because it is not set up properly as he guaranteed us someone would come into our store and program the whole system and set it up for us. There has been none of that what is done to the system I have done myself. I have been able to make it work a few times and the transactions take 4-5 days to deposit not overnight like we were told. I want out of this contract and for them to take all of there equipment back and stop charging me these cray outrageous fees. This month I was charged $113.90 + 215.90 from the POS leasing system and it doesnt even work. They have not offered in anyway to help with the problem and every place I call tells me to call another place with no avail.

Desired Settlement: I am wanting out of the contract for all the fees to stop and to be released because of your fault of lying about the product and my fees.

Business Response: Initial Business Response /* (1000, 8, 2014/12/19) */ This Point of Sale system is still under warranty and before any equipment is replaced a conference call with tech support is needed. Securus Payments has reached out to this merchant numerous times to assist with this. Merchant can call X-XXX-XXX-XXXX for technical support of the Point of sale and trouble shoot the broken equipment. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension *. You can also email to *******@Securuspayments.com.

1/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Securus called my business to get me to change my merchant service account, I asked them not to proceed with anything until my current processor could match their quote, they told me they wouldn't, and there was no cancelation fees. The gentlemen rushed me through the forms telling me to sign here and click here so that he could get everything in. The next day I told them that my company was able to match what they were doing and that I would not be switching to there company and that you for his time. He there started to call and text me over and over. Told me he would call me on Monday to follow up. Never heard back from them. When I finally called to see what why money was being taken out of my account I got the run around and they are not charging me almost $1000 dollars to cancel something that should have never been set up in the first place. THey are a TERRIBLE COMPANY!!! LIARS!! The customer service was awful when I tried calling to get this resolved I was transferred to several different departments and finally today I got a call telling me that it was all my fault and they would be doing nothing to help and that the money would be withdrawn from my account.

Desired Settlement: I would like them to cancel what should have never been sent up with no charges.

12/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Securus Payments, a company representing credit card POS services contacted *** ****** ***** in person towards the end of march. We were seeking a new merchant services company to alleviate the high fees charged by our current provider **** ****** product would no longer meet our needs in the upcoming year due to the changes in credit card technology (swipe to chip), resulting in our processing machine being obsolete by 2015. *** *******, a sales rep from Securus, promised that his company would handle the cancellation fees associated with *** and would also help sell our current terminal that we had paid $400 for. High pressure sales tactics. *** ******* presented package and wanted immediate signatures in order to get the ball rolling on our "so-called" business relationship. He promised to beat our current providers rates for both credit and debit card processing. We felt we needed more time to examine the "original" contract before making any hasty decisions. Three days later he returned with a one-page copy of the contract stipulating the fees for credit and debit card processing at almost the same rate we were currently paying. Debating on whether or not we should switch, *** ******* promised us a $150 rebate, reward points services for our regular clientele (which would increase sales) and many other enticing benefits. We signed the new contract and from there on in, received absolutely horrible customer service. *** ******* has not checked in with us, as promised, since signing the contract. We have not received the 150 credit we were promised and certain transactions, totaling 84.53 on April 5th, have not been credited to our business account. We have spoken with ***** ***** via phone regarding a copy of the "revamped" contract and have not received it. He promised to send the form out immediately. In addition, the terminal has been down on numerous occasions(due to power outages at the store) and we have lost a significant amount of business due to the fees they are charging for debit transactions ($.49 per swipe). We had asked *** ******* to remove the $.49 fee and he insisted that customers would not mind paying the additional charge for he convenience of debit card use. On many occasions we reimbursed customers the $.49 cent fee, due to the competition from the heavy concentration of thrift stores in the general vicinity. In addition, Securus is deducting numerous fees that we cannot identify due to the fact that we do not have a copy of the contract. There is a monthly fee of 25.00, a statement fee of 5.00, a regulatory product fee of 4.95 that we are "now" aware of. Having promised to beat TMC's rates, we have discovered that we NEVER should have signed with Securus Payments. We are a small business, just starting to get our feet wet, and are now faced with a $475 cancellation fee for a product that has not lived up to it's expectations. Addition fees incurred: FDGL (first data) 75.00 monthly fee and 32.50 on 4/9 4/2: 34.95 charge (merchant services) 4/9: $.32 Debit Technologies 5/5: Bank Card XXXX XX.37 We are completely in the dark as to what future charges we will be incurring. In addition, we are very worried that this company may not let us out of our contract. We have read negative reviews about this company, which we should have looked at more carefully before signing with Securus. *** *******: XXX-XXX-XXXX * We attempted to cancel for a lesser amount, but to no avail. Cancellation fee does not fit within our current budget.

Desired Settlement: Cancellation of all contracts with no additional deductions or withdrawals from our account. No repercussions from cancelling. We fear there will be some repercussions from attempting to cancel. We will pay the cancellation fee, but feel that we have been duped and should not have to pay for services we have barely used and those which have been accompanied by false misrepresentation and poor customer service.

11/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was approached to use securus in my store. I was misled by what the company told me from day one. I was given a written two week guarantee to be up and running within that time. I was not and after speaking to numerous people at the company. Three weeks later I still had nothing happening. I cancelled securus and with two of the sales reps in front of me knowing and understanding my frustration with the company. They declined my written guarantee. They have charged my bank account and refuse to agree with the two week guarantee. I have spoke to again many from the company and nothing has been resolved. They said twice they would email me a release form and charge me 400.00 but, I have not even received that form.

Desired Settlement: release of my "contract" and acknowledging that from the date they emailed me my guarantee letter to the date that they tried and could not set up my system was well beyond two weeks. I have been told that the letter started from the day I received my machine not the date of the letter they sent me.

Business Response: This merchant account was closed per the merchants request and no further billing will occur.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this. It is true that they did close my account however, the other party that they had misled me on "First Data" continues to call, mail and contact me not only at my business but, my home. The guarantee letter that was provided for me was not accepted by the First Data. Secures was at fault from the beginning and I am the one to pay for everything else. I am not a huge business and I am barley cutting it as it is and to have a company such as this not keep their word all the way through is not a good one in my eyes. I think Securus should follow all the way through with their word and with First Data. Miss leading they have been.

Business Response: This merchant received the equipment on June 13th and they were preprogrammed, ready to process. The equipment is tested before it is shipped to ensure a working product. On June 16th, Securus Customer Service did a conference call with the merchant and technical support to assist with batching out the existing terminal. On June 18th, a Customer Service Manager attempted to resolve issue and get merchant online with technical support and merchant declined.

Securus has been here to help and provide assistance with any situation the merchant experiences.

Securus looks forward to serving this merchant account, if they will allow it.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

11/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over the past two months as being a customer of Securus payments, I have lost over $500 in hidden fees and random charges not disclosed in my original contract with your company. I contacted Securus Payments early May 2014 to discuss the rates I was promised and what my company is being charged. The account representative explained to me the rates could change from what was promised to me during the time of me signing the contract with your company. The representative that came to my business to have me switch is no longer an employee of your company and could not be reached for assistance. The next issue was the hidden fee I was charged but later reimbursed from the taxes charge for my credit charge machine lease, not mentioned in the original contact with Securus Payments. And now I receive my May 2014 statement with a fee more than $100 than my previous credit card provider. Securus Payments reviewed my previous credit card processor fees and rates and guaranteed to offer my business a lower rate in late February 2014. This guarantee has been broken and not honored and actually charged 25% more than my previous processor. Securus Payment and my previous processor are both under ***** **** ****** **** processing, so why is Securus Payments charging my company more? I did less credit card processing with Securus and was charged more than my previous processor with larger transactions. I

Desired Settlement: I need to get a rate change matching or beating my previous processor or this contract is void because your company Securus Payments guaranteed my company Class "A" Sounds LTD a lower rate. With these hidden fees and over-charges, I feel this contract has been void.

Business Response: All issues with this merchant account have been resolved.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

11/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started dealing with secures in 2014 I was processing with************ I did not realize that later secures is a subsidiary of************. when I had spoke with my sales rep. **** ***** he assured me the company would pay my cancellation fee if I switched my business to secures which did not happen. when I switched I was also switching my banking to another company also the form I had filled out to start processing was not up to par for secures so I had a bank letter issued like they had asked (3x faxed to securus) after this I waited for two plus weeks with no call back. I called the company to see if I could start processing they assured me everything was good to go and I started processing. later that week I looked at my bank account to find out I had no deposit from the cards/sales I had processed. I called them back to find out there is a hold on my account. they are holding the money which was processed through them, had no account for my business with first data, did not pay the cancellation fees which I was informed otherwise(contract said opposite) and led me to believe everything was ok. this company is the exact opposite of what America stands for they are liars and thieves. this is not what I stand for whether or not its in a contract they are doing the wrong thing. its not about being right its about doing right.

Desired Settlement: cancel agreement with no fees due to false phone sales verbal agreement and monies returned from transaction between my business and my customer which securus is withholding I will be opt to incur the cancellation charges from wells fargo which was supposed to be covered by securus if I do not have to pay securus' cancellation fee

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ This account was setup in May of 2014. June billing processed correctly with bank information provided. Going in to July, there was an issue with the payment being withdrawn. Customer Service spoke with this merchant to inform them and obtain the necessary documentation and the Bank document that was provided by the merchant was rejected by UnderWriting. Customer Service spoke with this merchant to obtain correct document and merchant declined providing. To resolve this hold on the account, Securus will need a letter from this merchant's bank stating the following: The document must be on a bank letter head, have the bank contact information, list the full routing and deposit number, state that the account is open for credits and withdrawals and be signed by a bank official. If something can be provided in writing stating that Securus was to be reimbursing any previous processor cancellation fees, Securus would gladly honor it. At this point, no documentation has been provided. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension 7. You can also email to *******@Securuspayments.com.

11/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: salesman told me i would be saving over 200 per month instead it was 100 more than previous company said i could cancel anytime never told me i was in a 48 month non cancellable lease at 220 per month over 10,000.00 for a machine that costs 500.00

Desired Settlement: cancel my lease and refund my previous payments i will be contacting my states attorney

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ When Securus Payments met with this merchant they had an overall effective percentage 3.742% on $23703.19 of processing. With the last month processing with Securus, total fees were $954.11 on $30464.15 of volume. This overall effective rate is 3.13%. If the merchant would have processed $30464.15 with their previous processor, it would have cost them $1139.96. ($30464.15x3.74%). If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension ** You can also email to *******@Securuspayments.com.

10/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was harassed ambushed and called names by the salesman when I tried to explain why I didn't go with them.

Desired Settlement: I would hope **** would be reprimanded or trained properly on how to handle rejection better without using name calling of a potential customer. I will never do business with someone who calls me ***** He has ruined their chances of ever doing business with me as we'll as referrals.

Business Response: To whom it may concern,

Regarding complaint #********,

Securus Payments has added the phone number listed on the complaint to our "Do Not Call" list. The employee who was placing these calls is no longer employed at Securus Payments.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.


Chris A****
Customer Service Manager




(Securus LetterheadGLDNC********.doc)

10/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They took money out of my account when there equipmet did not work ,they owe me money they promiaed to pay and have not. They will not return phone calls. I have not been able to contact the local sales rep in a month and a half . The list goes on and on, i could write a book . Also the promised to pay off my other lease and have not done that eather

Desired Settlement: Cancle my contracts and leave me alone please, 2months of fighting and bickering is enough i just want it ended

Business Response: To whom it may concern,

Regarding complaint #********,

Per this merchants request, these funds were ACH into account on June 5th 2014.

Securus Payments thanks you for your valued business.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

10/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ************* a representative for Securus Payments came in and signed us up fraudulently with a 48 month lease on 3 credit card processing machines and pin pads with **********, all without our knowledge. We thought we were signing up for a processing trial with Securus Payments that he promised in a letter we could cancel if they could not save us money as promised by ****. Now I am faced with a collection agency trying to collect for the one machine we did not know we were signing for, which we have already sent back. Too many senior citizens are scammed out of their money in this state, which is exactly what **** came in here and did. Product_Or_Service: 30 day credit card processing trial

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to void the contract that was fraudulently obtained, and take our business out of collections.

Business Response: This merchant account was closed per the merchants request and no further billing will occur.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.

10/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company continues to call my business and offer their services after I've asked to be removed from their list. They often call several times in the same day. I've gone as far as booking an appointment with their sales rep and telling him in person to please advise his company to stop calling me.

Desired Settlement: Stop calling me.

Business Response: This merchants phone number has been added to the "Do Not Call" list.

If you have any questions or concerns, please call 1-866-649-1324 option 7 for Customer Service.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
They called me again on 9/25, three days after supposedly putting me on their do not call list. I have a picture of my caller I.D. as proof.

Business Response: This merchants number has been added to Securus Payments' "Do not Call" List.

Securus Payments apologizes about the length of time that it takes for this to cycle through and be deleted.

10/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Unsolicited calls. They called yesterday, and I let them know that we are not interested. Today, they called and had someone do heavy breathing on the phone and refused to talk. I hung up but they tied up the line because they were still breathing. Later, I called them back to tell them that I want to be taken off of their calling list for good. The breather answered the phone and continued to breathe in the phone. Ridiculous.

Desired Settlement: quit calling

Business Response: To whom it may concern,

Regarding complaint #********,

Once Securus Payments is provided a number to add to our "Do Not Call" list, no further calls will be placed.

If you have any questions or concerns, please contact Securus Customer Service at 1-866-649-1324 extension 7. You can also email to Support@Securuspayments.com.


Chris A****
Customer Service Manager

(Securus LetterheadGLDNC********.doc)

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
They already called back after they were not supposed to so I don't believe them. It may be their policy, but they do not follow it. The best and only action to take is to just block their number on your home phone if it happens to you. I googled their company, and I was not the only complaint about this behavior.

Business Response: This merchants phone number has been added to the "Do Not Call" list.

If you have any questions or concerns, please call 1-866-649-1324 option 7 for Customer Service.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Good. They were supposed to add my number over a year ago.

10/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company cold called my business line trying to sell me a "no processing fee" credit card processing account. After asking if there was a monthly fee, the rep said he had to transfer the call to his manager. I told him the answer was a simple yes or no. Low and behold, a "manager" came on the line and said "of course there's a monthly fee, you don't expect it to be free do you?" After that encounter, I quickly decided this is not the company I want to do business with. After telling them that I am not interested and to take me off their calling list, the "manager" said there is no calling list. I told him to never call my number again - and he continued to argue. After about 5 minutes of trying to tell them not to call me again, I got so upset that I started yelling and the "manager" started yelling back. I eventually hung up after telling them over 10 times that I was not interested and to not call me again. I can not believe a company cold calling other companies like this has the courage to argue when another company asks to not be contacted. If I'm not mistaken, continuing to call any person or business after they have asked not to be contacted is a FEDERAL offense linked to Harassment. I think these people really need to take a look at their sales tactics.

Desired Settlement: An official apology letter drafted with a guarantee that I or my business will never be contacted again.

10/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Securus Payments guaranteed a refund of PCI Compliance fees to any merchant who was charged the fee. I spoke with several people at the Customer Service Center, one of whom is not working for Securus any more, and was told the check would be issued. I have not received a check nor is Securus willing to honor their guarantee. I have switched to a different company for my merchant processing as I was very unhappy with Securus. However, a guarantee is a guarantee and they should have honored their commitment at the time I first requested the refund.

Desired Settlement: I am requesting the monetary refund of $159.00 for the PCI compliance fee I was charged and guaranteed refund.

10/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ***** *********. I am Owner of ****** Fashions, and Co-Owner of The ********* Shop, both located in downtown ********* ME. I was approached by a sales rep for secures payments, by the name of *****. He was very pushy and manipulative from the start. My business partner signed up for the services at The ********* Shop, and gave him a voided check. After conversing with her and talking her into signing up for services, he came to my new store, ****** Fashions, two doors down. I was under construction and a great deal of preasure for my grand opening 4 weeks later. My dad was on the hand saw and I was painting when ***** came in. I told him it was a bad time, but he pressured me into filling out the paper work anyway. He told me that I would not be liable for the services until I gave him a voided check for ****** Fashions. He said that by filling out the paper work, it would be saving me time later, if I decided to go with his services. I know, I should never have filled out or signed anything, I took him on good faith, as I am a new business owner, and am still learning. Rather then come back in a week for my voided check and finalization, he attached the voided check from The ********** Shop and signed me up for services without my knowledge. I have been in contact with this company for a week and a half straight with no resolution. One rep said "I would think that as a business women, you would know better then to sign papers like that! another said, and I quoute "who do you think we are going to believe you or our trusted rep? So, in other words, I was called stupid and a liar! The supervisors refused to return calls or emails consistently. I spoke with 2 reps ***** and *****, who both stated that they would not want to move forward with their company if I were them. that they feel sorry for me and had been up to bat for me with no success. another female rep went as far as to say "oh I heard about your case today in the break room" My thought is, what are we a joke to you guys? I have been disrespected by them in ways I've never experienced! Bottom line, however, is that they took account information from one of my companies, and connected it to another, this is illegal and unethical!

Desired Settlement: I would like nothing from this company besides a closed account and to not help responsible for a $500 dollar cancelation fee! I have put myself on hold for over a week to resolve this. I never used their services, or equipment, in fact, I sent the unopened package (containing equipment) directly back to them. I am just starting out in a small business and obviously don't have the extra funding to pay then 500 dollars for nothing, for a service I never agreed too!

10/1/2014 Advertising/Sales Issues
10/1/2014 Problems with Product/Service
9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They are constantly calling over and over no matter how many times I've asked them to stop calling me. No matter how much I try. I've hung up they call back. I explain I am happy with my current service and they simply won't stop calling. Ive asked to remove my number and business name from their calling list and nothing. I have explained I will report them to the BBB and they still push their sales. I don't understand what I need to do for them to stop calling me. I am not interested in their service.

Desired Settlement: Simply remove my entire information from their database and never have contact with them again.

9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was contacted due to a field representative being in my area. I scheduled an appointment with this company and was told they could contact me two day prior for confirmation. During the confirmation call I gave the address of which to send the representative. Between this confirmation phone call and the initial set up of the appointment phone call I received 6 phone calls from this company in regards to setting up an appointment with their field representative. Needless to say I was already angry. On the day of the appointment the field representative was sent to the incorrect address which I corrected with the confirmation phone call. Upon her arriving to our location where we are set up she proceeds to tell me she is not happy with her own company. Once we finish our meeting I received two more phone calls from this company wanting to set up an appointment. I have spoken to several managers/office personal who assured me the problem would be resolved. It is NOT resolved I am still receiving phone calls.

Desired Settlement: I would love this company to stop calling me! If I can't trust them to set up an appointment and leave it at that, then how can I trust them to process credit card sales.

9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 24, 2013 I met with a sales representative, ***** ********, From Securus Payments. Mrs. ******** was offering to review are current merchant processing rates and see if her company would be able to save me money. From the beginning of our meeting I had expressed the concern that I was currently processing with *************** and was leasing a credit card terminal through them. After informing Mrs. ******** of my arrangement with *************** she told me that it was ok because I had not been processing with *************** for more than 30 days and all processing agreements including her own are not binding until 30 days after you begin processing cards. Mrs. ******** then asked to collect some information and have me sign the application in order to "lock in my rates." After confirming again that I would not be committed if I decided to stay with *************** I gave her the information. After giving her the information and filling out the application she said that she would fax the information to her company so the process would be started once I decided to terminate with ***************. After taking time to review my current processing rates compared with Securus' rate offer and reviewing Securus payments standing with the better business bureau I decided that would not save money by processing with them and there f rating also concerned me about the honesty of there practices. On June 26, 2013 I contacted Mrs. ******** on her cell phone and told her we decided we to stay with ***************, she informed me she was in the middle of a meeting and would get back to me shortly. Several hours after my phone call Mrs. ******** came into my establishment asking why we had come to that conclusion. I explained to Mrs. ******** that I had reviewed Securus' rates and believed I could save more money by remaining with ***************. I also told Mrs. ******** that I was concerned about the honesty and practices of the company. In order to sway my decision Mrs. ******** offered to get the vice president of sales, ***** *********, on the phone. After reiterating all of my concerns to Mr. ********* he asked if I would consider doing business with the company if he wrote me a guarantee letter stating I could cancel at any point within my agreement with them with no cancellation fee, I told him that a letter stating that would ease my concerns and I would reconsider processing with Securus. On June 27th I received a package at my business from *************** that I assumed was Securus' terminal equipment. After receiving the package I contacted Mrs. ******** on her cell phone the afternoon of June 27, 2013 and told her that I was not going to be processing with her company and requested information on how to return the unopened equipment and agreed if Mrs. ******** got me the information I would incur the cost of postage to return the equipment. During this phone conversation Mrs. ******** assured me again that we were not in agreement with them because we had not started processing cards with there equipment and that she just needed to get the correct information from her boss. On June 28, 2013 I had not received a call from Mrs. ******** or Securus with the return information like promised and I attempted to contact Mrs. ******** on her cell phone in order to follow up but was unable to reach her via voice call. After failing to reach her via phone call I started text message correspondence with Mrs. ********. In my test message conversation with Mrs. ******** she confirmed again that we would be able to return the equipment no problem and stated the reason she was not able to get back to me was because her boss was swamped, Mrs. ******** then assured me she would have the information on June 29th 2013 which would be before she left town. After my correspondence with Mrs. ******** on June 28, 2013 I have been unable to reach her by any means. After no longer being able to contact Mrs. ******** I continued my attempt to return the equipment and inform the company that I was not going to be processing with them through there customer service department. I explained to the customer service department what Mrs. ******** had presented to me specifically the fact that I was not in an agreement with them however the customer service representative stated that was not true. I then explained to the representative about the letter I had received from ***** ********* that stated we would not have a cancellation fee once we were in agreement and as requested sent a copy to customer service department for review. After reviewing the letter the customer service representative stated that he did not interpret the letter as allowing us to cancel. The customer service representative informed me that in order to cancel my account I would owe a $495 cancellation fee as well as 48 payments of 59.99 for the equipment even though Mrs. ******** informed me from the beginning I would not be in agreement until I began processing and I received a letter from Mr. ********* stating I could terminate with no fee if I did commence processing with them. Currently I have sent a cancellation notice via certified mail to Securus payments.

Desired Settlement: Currently the only settlement I am seeking is that Securus payments terminate my account and the equipment lease they are attempting to charge me for with no fee as promised by there sales representative, ***** ********, and by their vice president of sales, ***** *********. In accordance I will return the unopened unused package sent to me by Securus Payments.

9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: continued harassing phone calls for days after I asked to be removed from their calling list.

Desired Settlement: Stop calling

Business Response: Initial Business Response /* (1000, 7, 2014/09/17) */ To whom it may concern, Regarding complaint #XXXXXXXX, Securus Payments has added the phone number listed on the complaint to our “Do Not Call” list. Please let us know if any other numbers need added. If you have any questions or concerns, please contact Securus Customer Service at X-XXX-XXX-XXXX extension 7. You can also email to *******@Securuspayments.com. ***** ***** Customer Service Manager

9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted this company within the first month of signing up for their service (April 2014) about charges that they failed to mention during our meeting. I kindly asked multiple times that they terminate our contact and that they had no business selling us services which they claimed to be free by adding in all these extra charges. They have not and just withdrew twice this month amounts that are roughly 6 times the amounts they have been taking out of the account previously. They have nearly whipped my stores business account bone dry. I could shoulder it by when they were roughly taking a $100 a month out, but these charges of 203 and 213 for this month have put me in jeopardy of not being able to pay bills or employees. I am a small antique store that was on a slow climb and all this "small business friendly company" has done has slowly cripple us. It is unreasonable for them to give presentations of how they are going to save my store money, not mention any add hidden charges, list them small in the contact that is highlighted for my signature while on my show room also dealing with customers. This is a sick approach for gaining contracts from small business. Like I stated I called complained and begged them to cancel the contract months ago and I am still receiving charges while I am not using their terminals or anything. When I asked them for the mailing addresses to return their terminals I received just bills. I am a small business with some slight upscale. This is a blow that might make me have to lay my employees off and prevents me from spending funds on new merchandise which allows my small antique store to thrive.

Desired Settlement: I would kindly ask that they close out our agreement from my first phone call and that I have only run 1 transaction threw their machine. I would also ask that all the money be refunded into my account. If that cannot happen that I would gladly like that they end their contract with us and reimburse my account from July-Current.

Business Response: Initial Business Response /* (1000, 5, 2014/09/15) */ To whom it may concern, Regarding complaint #********, To see the value and savings of processing with Securus Payments, this merchant would need to process for a least a full month to see these benefits. All fees are presented at the time of the contractual signing. Securus Payments is positioned to save this merchant versus their previous processor, the merchant just needs to process for a full month. If you have any questions or concerns, please contact Securus Customer Service at ************** extension *. You can also email to *******@Securuspayments.com. *********** Customer Service Manager

9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: pressured us into signing a contract while promising best rates...never kept any of those promises.when we got the first month's bill which obviously was higher than it should have been, they said they would issue a refund to bring the rate down and "fix" the rate. never got the refund (or the $500 sign on bonus for that matter). second bill got to us ...still high....contacted the agent that signed us up,his manager and customer service....no response from either.

Desired Settlement: keep signed promises which will probably not happen, so settle the "unbreakable" contract with first data for $110/month for 48months

Business Response: Initial Business Response /* (1000, 7, 2014/09/12) */ To whom it may concern, Regarding complaint #********, Securus Payments has issued the reimbursement on August 22nd 2014. This merchant’s processing rates have been adjusted so the merchant can enjoy savings of processing with Securus Payments. If you have any questions or concerns, please contact Securus Customer Service at ************** extension 7. You can also email to *******@Securuspayments.com. *********** Customer Service Manager

9/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Approximately 14 harassing phone calls in the last week with 5 in the 24 hours from 28may2013 1139AM to 29may2013 1026AM. I received 2 calls 29may at 10:26 AM. I hung up on the 1st call and the company rep called back immediately to laugh at me over the phone.

Desired Settlement: Stop calling me and reimburse me for the time they have wasted. Say 1 hour of my time for dealing with their repetitive calls and the time it took me to file the complaints. That ads up to about $23.

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am the owner of a small salon in Washington state. I decided to switch to Securus Payments and after receiving the terminal we decided we were not happy with it. I was told that as the person responsible for the lease of the machine I was the one that paid the cancellation fee. And I was and still am ok with that. I was however shocked when my stylists (3) that also used the machine said they had a $150 annual fee that was taken out of their accounts. Two months after I had paid the cancellation fee. They called and the customer service rep said that they should not have been charged that his computer said that they were cancelled just that they hadnt changed the status yet and that they needed to call the next business day and get the full amount refunded. This is where we have been told that they were not cancelled, that they owed the annual fee and also the $500 each to cancel. At signing up we were told that myself as the owner and leaser of the machine was the only one with these fees. They keep saying that because they were not at that conversation that they can not help us. Our rep has since been fired. They were told that they were signing for the bank for the deposits. They never received their contracts. And we could never get a hold of our rep again. We feel completly violated and uneasy that they still have access to our banking information.

Desired Settlement: DesiredSettlementID: Refund I would like to see my stylists reimbursed for the annual fee and not be charged the $500 cancellation fee.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ To whom it may concern, Regarding complaint *********, Securus Payments has cancelled all 3 stylist’s merchant accounts at no cost to them. If you have any questions or concerns, please contact Securus Customer Service at ************** extension *. You can also email to Support@Securuspayments.com. *********** Customer Service Manager Initial Consumer Rebuttal /* (2000, 7, 2014/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/6/2013 Advertising/Sales Issues