ComplaintsforSecure One Capital

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have never contacted or gotten a letter from this company. No matter how many times I block them, tell them to take me off their call list or push a number on their directory, they still keep calling me back with a new phone number. This is harassment! I want them to stop calling me!

  

  Business response

  01/24/2024

  Hello, Mr. ******* i wanted to personally apologize.  It is never our intention to reach out to anyone that does not have interest in speaking to our staff.   I have been assured by our technical team that your phone and address will not receive any future solicitations from our company.   Please feel free to reach out to us at anytime.   The best email would be ******************************** or me direct *******************************

  Customer response

  01/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Keep receiving unwanted calls from this business. Voicemails from them say "Secure One Capital". I NEVER signed up for information from them regarding any consolidation loans or financing. My number has been on the Do Not Call Registry since 2014! They are in violation of the **** and i am taking further legal action due to me under the ****.

  

  Business response

  02/06/2024

  Hello, We are truly sorry that our office is contacting you.  This was never our intention and not how we operate our business.  Our company has been in business for 25 years and we take pride in our customer relationships.  You should not be received unwanted calls from our company.   Unfortunately we are attempting to keep up with new ways of advertising and started doing business with a new agency who is contacting potential clients on our behalf.  We misunderstood the avenue they were using and have halted the relationship with the firm for now.   I asked that one of our executive contact you to personally apologize.  You have been added to our internal DNC list.  

  Customer response

  02/06/2024

  I have read the response and find it unsatisfactory. In researching this business, based on the amount of online complaints, its clear that Sexure One continously engages in the deliberate and willful action of breaking the ***** Simply by saying they are sorry and will remove any number from their internal call list does not change the fact they did break the **** and are liable for damages.  They do so by spoofing numbers and using automatic dialers and messages.  

  

  Business response

  02/19/2024

  Hello, Our office continues to do discovery in regards to the complaint.    We have reached out to the claimant directly and working towards an amicable resolution.  Please feel free to reach our offices.

  Customer response

  02/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constant harassment by unwanted phone calls. They disregard the do not call list and when you tell them to stop, they call more

  

  Business response

  09/20/2023

  Hello, We apologize that you are experiencing telemarketing issues.   I have researched your name, address, and phone number provided and you are not in our database.  The infromation provided does not exist.   I can assure you that we are not a company that cold calls individuals.  Unless someone inquires in person, online, or by phone we will not reach you.  There is another company Secure One Financial that is also in ****** that we commonly get confused with.   I would be more than happy to discuss this with you over a phone call so that I can double and triple check that we are not calling another number that goes to you.  Is that is not of interest to you, I hope that you get this worked out.  Please feel free to reach me ************.  Thank you

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/20/23 I received multiple calls from an Agent with Secure One Capital about a personal loan. After I didn't respond in an interested manner, the person called me back repeatedly from a ****************** number. I answered and he proceeded to threaten me, and said he did sexually explicit and disgusting things with my mother, wife, children, and my grandchildren. He said he knew where I lived, and he kept using many profanities. It was completely unprofessional and absolutely threatening. What a scary feeling that someone with my personal information is calling and threating me like that.

  

  Business response

  07/21/2023

  Hello, I apologize that you received a phone call of this nature.  Our company name is very familiar to several other companies and we are seldom mistaken for someone else.  We often get mistaken for Secure One Financial and Capital One.   After doing our due diligence i have not been able to locate any phone records indicating that anyone from our staff reached you.  All calls are recorded for compliance and training purposes so i was hoping i could get to the bottom of this for you.  We have been in business for over 25 years, run a very reputable company, and will not tolerate behavior such as this, EVER!  I did call you at the number you have listed on your compliant and left a very detailed message with my contact infromation.  It would help me better solve your problem if I could obtain the phone number that you received the call on and your property address.   With this infromation I can look at our records again.  Furthermore, We do not use a #** prefix, all dialing attempts would come from a 949 area code and should have Secure One Capital as a caller ID.  We will never cold call and will only reach you if you have responded to our online, postal mail solicitations.   Please contact me at your earliest at the number I left for you.

   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Secure One keeps calling me and has called me and my Wife 7 times on 03-23-2023. I have called back twice and have been reassured that we will not receive anymore phone calls. But they keeps calling **. We have them to put ** on their Do Not Call list but apparently that means nothing to them at all. If someone says to stop calling you should stop. I have blocked the numbers but each time they call it is a different number that they are calling from. This is ridiculous remove me from your automated call system and do not call me ever again.

  

  Business response

  05/04/2023

  Hello, I truly do apologize for our error.  Our system is very good and when someone is entered into our internal Do Not Call registry it should remove you from all future contacts.   When following up with a prospect or somebody who has shown interest in our product the call should always come from a stagnant number with our caller ID.   When i searched your name, address, and phone provided on the BBB complaint i show no records.  The only record i have in our call log is someone with the same name with a different address and phone number.  i want to personally make sure this problem gets resolved, could we possibly have been calling a different number then the one you have listed? Regardless I have added the most recent number provided to the internal DNC list.  Please feel free to reach me directly ************ - ***

   

  

  Business response

  05/08/2023

  To clarify my earlier response, I cannot locate any record of the phone number or individual that has submitted a complaint against.  Unless additional infromation is provided I am unable to determine if we contacted this person or not.  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business sent me a misleading letter, showing outside that it was from my local credit union. I opened it up to find that it was actually an attempt to get me to move my mortgage over to them and that is where I was able to find the company name. When I called them they told me they had every right to send my the offer and that there was absolutely nothing I could do about it. I want to be taken off any lists that they have me on. I want no further contact from them at all. Why in the world would I ever do business with a lender in ********** when I live on the east coast. Makes no sense at all. I want them to leave me alone for the rest of my life!

  

  Business response

  03/16/2022

  Dear ****************:

  Thank you for taking the time to bring this to our attention.  We recently engaged a new third-party marketing company.  We are reviewing their materials and working to make improvements where needed.

  I am not sure who you spoke to here at Secure One Capital, but they should have offered to add you to our internal Do Not Contact list.   I am going to research your call and look into retraining the employee.  

  I have already requested to have you added to our Do Not Contact list.  Please give it a little time to process through the system.  It is entirely possible that another mailer has already been set to you.

  Best wishes,

   

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

  Customer Experience Manager

   

   

   

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  trying to refinance home was told would be done be january now its feb 28th still havent heard anything from company. They sent out a appraiser which i had to pay 650 out of pocket. seems like a scam. multiple attempts to contact have failed.

  

  Business response

  03/01/2022

  Dear **************:

  I do not have a record of you in our loan origination software.   Not even as a prospect, who has spoken with a mortgage banker. 

  I'd like to dig further.  Can you please provide me with the name of the person whom you have been speaking with at Secure One Capital?

  I look forward to working with you to resolve this matter. 

   

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

  Customer Experience Manager

   

   

• Initial Complaint

  09/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Fraudulent solicitor mailed an warranted solicitation to a an address listed on the federal mailing exclusion list. This business entity failed to check federal exclusion lists before engaging in deceptive mail advertisements.

  

  Business response

  09/27/2021

  Dear **********************:

  
  As you can imagine in this competitive mortgage market that we engage in a variety of marketing avenues which includes direct mail.  We use a third-party vendor to manage our mail campaigns for us. 

  When it comes to calling clients, we scrub our lists against the Federal Do Not Call List and our internal lists on a regular basis in compliance with the law.
  

  However, when it comes to direct mail solicitations, at this time, there is not a "Federal" Do Not Mail List.  DirectMail.com does have a list, but it is essentially a private effort to help people reduce their solicitations by mail. 

  We don't want to contact people who do not wish to be contacted.  It is not good business.  I will have you added to our Never Contact List this morning. 

  I am sorry that you were inconvenienced.

  Best wishes.

   

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

  Customer Experience Manager

• Initial Complaint

  08/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged $50 in fees that I wasn't told about then once I confronted Secure One Capital they told me I would get reimbursed. I had to fight for 4 weeks relentlessly to finally get that money back. I got an email from the company saying that my loan would be canceled on July 28th so I was shocked to find that the company charged me yet again, $25 on August 2nd, though the loan should have been canceled. I am asking for my $25 back and for this company to be somehow banned from using my social security number to rack up fees. I'm up to almost $100 lost and I am fearful that they will keep racking up bills until I hire a lawyer or call the police.

  

  Business response

  08/09/2021

  To whom it may concern:

  I have been in communication with **************** and was able to resolve this matter on August 5, 2021.  

  I took responsibility for the most recent charge, because I did not verify that her loan had been canceled and I sent her a gift card for the amount charged by her current lender.  Her lender charges for pay off demands and updated demands.  These were not Secure One Capital fees. The moment that it was brought to our attention that the lender had charged her again, we reimbursed that fee, too.

  However, because **************** stated that our loan officer told her that there would be no fees for her loan and because a manager had agreed to reimburse her for the fees charged by her lender, we did.  The loan officer's intent was to make a lender credit (as a reimbursement) at closing.  Since the loan did not close, we sent a check for the first $50.00 then an e-gift card for $25.00, plus an additional $25.00 (total of $50.00) for the inconvenience. 

  We consider this matter closed. 

  Sincelerly,

   

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

   

  Customer response

  08/09/2021

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  ***************************
  
  
   
  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2019 I used Secure One Capital to refinance the loan on my home which I have since sold. Over the last 6-12 months I have received approximately 15 solicitation calls from them and with each one I have asked them to remove me from their database and stop with the solicitation calls. I just received another one today and asked for the same, but I have zero confidence that it will stop and it is to the point where it is harassment. I can only imagine they are doing this to other former customers.

  

  Business response

  08/02/2021

  Dear Mr. *******:

  Thank you for bringing this to our attention.  I am very sorry. 

  As you can imagine, the last thing that we want to do is call someone who doesn't wish to be called.  It is not good business.  My dad might even say it was rude.  
  

  Obviously, there is a glitch in our system.  Since we received notice of your complaint to the BBB on Friday, managers at every level have been involved in resolving this matter.   We have already put new procedures in place in an effort to ensure that this doesn't happen again.  Not just for you, but for anyone who has asked not to be called. 

  In this day-in-age we rely on systems which work together to automate our data and procedures.  In most cases, when someone asks to be added to our Do Not Call List, the appropriate individuals are emailed or the mortgage banker clicks the appropriate box and the prospect or client is added to our in-house list.

  We believe that we have identified the issue in your case and that it has been resolved. 

  If you have any questions, comments, or concerns in the future, or God forbid, someone calls you again, (should not happen) please reach out to me directly at *****@SecureOneCapital.com or 949-337-4752.  You may also call the direct line at ************.

  Best wishes,

   

  Bill *********

  Public Relations Manager

   

  Customer response

  08/02/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15709216, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Carlos *******
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩