Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Sekure Merchant regarding a series of deeply concerning issues I have encountered as a customer. I believe that bringing these matters to your attention is essential, as they highlight what I consider to be unethical business practices and a lack of commitment to customer satisfaction on the part of ************************************************ experience with Sekure Merchant has been nothing short of frustrating and disheartening. I was initially enticed to sign up for their services based on promises made by their sales representatives. They assured me that my clients would bear the processing fees, sparing me from direct financial obligations. Regrettably, the reality of my engagement with the company has proven starkly different from their sales pitch.My primary grievances with Sekure Merchant include:Misleading Sales Tactics: The company's sales representatives employed aggressive and pushy tactics to convince me to use their services, making promises that were later unmet.Dissatisfactory Services: The services provided by Sekure Merchant did not meet the expectations set during the sales presentation. Both my clients and my staff expressed dissatisfaction with the system.Unauthorized Charges: Despite suspending the use of their services due to the issues I encountered, I discovered that my account had been charged over $1200 in fees for unused services. I received no prior communication regarding these charges or the inactivity on my account.Lack of Transparency and Knowledge: When I sought assistance from their customer support, I was appalled to find that the representative, *******************, could not provide me with basic information about the company, such as the name of the **** This lack of transparency and knowledge reflects poorly on the company's professionalism.Refusal to Address Concerns: My request to speak with **************** supervisor, *******************, was met with refusal. Moreover, there was no mention of any potential refund for the unused services and excessive fees incurred.These issues have left me deeply dissatisfied and disappointed in my interactions with Sekure Merchant. I believe it is imperative that the Better Business Bureau investigates these concerns to ensure transparency, fairness, and ethical business practices within the industry.I kindly request your assistance in mediating this matter and facilitating communication between me and Sekure Merchant to reach a satisfactory resolution. Furthermore, I hope that the BBB can help ensure that the company adheres to ethical standards and provides improved customer service in the future.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving these issues and addressing the concerns raised.Sincerely,

  

  Business Response

  Date: 10/06/2023

  Hello *****, thank you for reaching out to us. We're sorry to hear about your experience, and we appreciate you sharing your concerns. Please note that Sekure is not responsible for merchant billing; it's managed by your card processor as per your agreement. We reviewed your file and observed our team's regular contact with you from the time of boarding, until November 12, 2021, when you requested reduced communication from our team.
  
  Following that, we made efforts to provide information about your account status and billing through emails and voicemails in December 2021 and January 2022. Unfortunately, we didn't receive any apparent responses from you until your recent call requesting account cancellation. We promptly closed your processing account as per your request. While we understand your frustration, we genuinely acted in good faith, attempting to assist and address any concerns you may have had.
  Please let us know if you wish to discuss this further.

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  this does not address the fact that my account has been active for almost two years with zero activity. During this period, there has been no activity, and no one from your organization reached out to me in an ethical manner to alert me about this lack of activity. The few calls I received over a short span of two months were primarily focused on pressuring me to use your system. At no point did anyone mention that I would continue to incur costs if I did not proceed to use the system. This confirms that your organization was fully aware that I was not utilizing the system, and it was clear that I had no intention of doing so. However, no one bothered to inform me that I needed to cancel. This lack of communication is not only unjust but also reflects an absolutely unethical business practice. After reading other reviews, it becomes evident that your organization appears to rely on deceiving people, and this is completely unacceptable.

   

   

   

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

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

  

  Business Response

  Date: 11/14/2023

  Hello *****, we see that in December 2021 our team advised you in writing that your processing account was open, active and would continue to incur charges. Our team did reach out after that with no apparent response from you. Please know that our attempts to contact you were to ensure that you understood the status of your account and to confirm that there were no outstanding account issues that would interfere with your processing.Additionally, your processor, which was responsible for any billing, sent account snapshot emails to the address provided up until the time your account was closed. While we regret that you were unhappy with the experience, our records show that we attempted to reach you and provided you with our contact info should you wish to modify or close your account.

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have closed my Sekure Merchants CC processing account over 2 months ago & they are still charging me & taking funds out of my business bank account. I closed my account after finding out they were charging me for a service that was never fully set up for over 2 years!! I have called multiple times, spoke with multiple people & no one does anything. I had asked for a review of my account numerous ********** was not done. Their customer service is awful - new person took over my account every few weeks. They promised a review & a refund- kept saying they were working on it. I got an email saying no refund will be given because it was some how my fault for the fraudulent charges. No refund, my account is closed & yet im still getting charges!!! I had to set up fraud protection on my bank account to return their continued charges. I seriously think this business is a scam & other businesses should be aware. ********************* Owner **************

  

  Business Response

  Date: 09/27/2023

  Hello ******, thank you for reaching out to us. We are sorry for any trouble you have experienced. While the details of your account fees are contained in your signed agreement, we understand that you had a different impression. Our team had reached out to you and worked with you to resolve your setup and clarify the status of the account. As our ******************** Expert recently discussed with you,Sekure does not bill your account whatsoever. Over the course of our review, we determined that some billing was from your processor, while other billing was from a separate source that seems to be completely unrelated to your dealings with your processor or Sekure. We can confirm that your account has been completely closed out with no further action on your part. If you have any further questions or concerns, please contact us directly at *****************************************************************************.
  

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company calls us relentlessly, even after I've asked multiple times for them to stop calling ** and tried blocking their number. Once they find out their number is blocked, they use a different number to get through. They make it sound like we already have a business relationship, saying, "We're waiting for you to send us your financial statements, etc." but we do not do any business with them and have no need to send them any information. I see there are multiple other complaints that are similar, and in spite of the company saying they are investigating and they are going to stop doing this, they haven't changed at all. They use very deceptive practices and do not respect our demand for them to stop calling us. Their BBB rating should be downgraded.

  

  Business Response

  Date: 09/28/2023

  Hello ********, thank you for alerting us to this and we sincerely apologize for any negative experience. Sekure prides itself on helping merchants such as yourself, so your description of your interactions is extremely concerning to us. Please know that we do take any complaints seriously. We are reviewing the interactions on your file to take the appropriate action. We will also be placing your number on our DO NOT CALL list. Please email us at ***************************************************************************** if you wish to add any additional contacts to the list or if you need further assistance.

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I appreciate that they are putting us on their do not call list, I have requested this in the past and they continued calling, so I doubt it will make much difference. Their repeated and blatant disregard for ethical business practices shows that they should be downgraded on BBB.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with them on July 3rd after a friend referred me to them. They promised no monthly fees of any kind and I asked specifically as well to make sure and they told me they waived the fees since I am a small business. On August 1st there was a charge from them on my bank account I did not authorize. (They required a voided check for deposits to me from my sales is what they told me). I was told there was no minimum sales required either and the fees charged to the person buying from me up front so nothing out of my pocket. Then the monthly charge happened for me and also to the person who referred me and the person who referred her. We were all told there was none and were not informed about any money coming out of our accounts. They do not answer any calls since the fee came out or return texts or emails requesting canceling service.

  

  Business Response

  Date: 08/22/2023

  Hello ***, thank you for reaching out to us. We are sorry to hear about your experience and are getting to the bottom of this.We pride ourselves on communicating with transparency so we have been reviewing the interactions on file and taking appropriate action. Your signed merchant service agreement does reflect the monthly minimum fee however, your July billing was not collected and we are working with your processor to have this balance waived in the interest of customer service. We see that you had been working with a Payment Expert, and we are pleased to confirm that your account has been escalated for closure. You should not see any further billing whatsoever on your account. If you have any additional concerns, please contact us at ***************************************************************************** and we will assist you right away.

• Initial Complaint

  Date:08/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14, 2023 we changed Credit Card processors. We notified SeKure that we had done so.On June 10, 2023, we received a notice that Sekure (payments hub) had not processed any transactions in the previous 31 days. On June 30, 2023, Sekure deducted $207.87 from our account. We again contacted them and were told that the account would be closed.On July 31, 2023 Sekure deducted $426.87 from our account. We cannot get through on the phone and instead have been put on hold for several minutes.

  

  Business Response

  Date: 08/03/2023

  Hello *****, thank you for alerting us to this. We are very sorry for any trouble this has caused you and would like to help you get to the bottom of it. Please know that Sekure does not bill you whatsoever any charges would be from your credit card processor. Furthermore, we have reviewed your file and do not see any closure requests or contact from you to Sekure prior to this month. A Payment Expert will be reaching out to you to better assist you with your request. Please email us at ***************************************************************************** if you have any further concerns and we would be happy to assist. 
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company calls multiple times a day. I have told them no. I have requested to not be contacted again. I have asked to be put on the DO NOT CALL list. I have emailed them my requests as well. They call and I tell them this and they say they are sorry it wont happen again. Then a week later someone else calls. STOP CALLING US! We are not interested. We have expressed this multiple times in multiple formats. We are busy people and don't have time to field your ridiculous unwanted phone calls! Do not call ************ ever again!

  

  Business Response

  Date: 08/03/2023

  Hi *******, thank you for bringing this to our attention. We sincerely apologize for your experience. Rest assured an investigation is ongoing. The appropriate action will be taken, and we have placed you on the *** list. Please reach out to us at ***************************************************************************** for any future concerns for immediate action.

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company calls our **************** continuously every day. They act like they are our credit card processing company and try to request financial information. I have told them not to call back and they continue to do so. I feel like they are very misleading and deceptive in their business practices and seem to enjoy harassing unsuspecting businesses. Very unprofessional! Please STOP calling!

  

  Business Response

  Date: 07/24/2023

  Hello ***, thank you for reaching out to us. Sekure strives to help rather than hinder merchants, so we apologize for any inconvenience to you. We are reviewing what occurred on this file and have also placed you on our Do Not Call list. Please reach out to us at ***************************************************************************** if there are any additional questions or concerns.

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to change the back my merchant deposits go. I could not get the required documents for the bank so the merchant company would not deposit my money. I've been trying for months to get payed what they owe me. They have cost me thousands. Every time I can I get told another lie. I just want what's mine.

  

  Business Response

  Date: 07/05/2023

  Hello *******, thank you for bringing this to our attention. We apologize for any inconvenience you have experienced. Since we became aware of this issue,our team has been in regular contact with you in order to help get this resolved. To clarify, Sekure Payment Experts in no way has access to your funds or the ability to have them released. Rather, the funds are being held by your card processor because they have not received the information for a suitable replacement bank account where they can deposit your funds. We have been working with the processor on your behalf to get this situation resolved. As discussed, the unavailability of a suitable bank account accessible to the processor has unfortunately left them with no authorized option but to issue the balance owed by check. You will be receiving all funds owed to you, minus the agreed-upon processing fees which have accrued since your account went on hold.If there is anything further, please email us at ***************************************************************************** for our prompt attention.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This "business" continues to call our business to try to get us to sign up for services. We have repeatedly told them to stop calling us and that we are not interested. Submitting this so they will finally stop contacting us.

  

  Business Response

  Date: 08/31/2023

  Hello *******, thank you for reaching out. We apologize for any trouble to you. This is not how we wish to do business and we would like to remedy this. Would you kindly send an email to ***************************************************************************** with your business name and telephone number? As soon as we can identify your business we will add you to our Do Not Call list.

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They also responded to my recent email stating our number wasn't in their system but requested a follow-up if we get further calls to find out what number they are calling.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people are calling me hourly for the past two weeks. I've requested that they stop but they keep harassing me and filling up my voicemail box. If it doesn't stop immediately, I will take legal action.

  

  Business Response

  Date: 04/12/2023

  Hello ***, thank you for advising of us this. We apologize for any inconvenience you have experienced and will take steps to address this immediately. We will also be adding the telephone number you have provided here to our Do Not Call list. If you would like to add any additional contacts to the Do Not Call list or if you have any further questions or concerns, please email us at ***************************************************************************** and we would be happy to assist you right away.