SecureNet Payment Systems

SecureNet Response to Complaint ID [redacted] : Our records indicate that an account was opened for Fall for Design in August On June 29, an email was sent to merchants notifying them of the new Minimum Processing fee of $that would be charged to their account at the end of July According to our Terms and Conditions, which the merchant agreed to according to the signed application, SecureNet is allowed to make changes to the fees for service so long as a notice of change is sent to the merchant, via email, no less than twenty days before the fee takes placeSince we never heard back from the merchant requesting cancellation it is understood that the merchant agrees to pay the new feeIf the merchant disagrees with the new fee they have the option to cancel their account without any penalties

I was injured and got to the point where I was no longer running my fitness business and no longer using SecureNet to process transactionsI had hoped to be able to start up again after a few months but this was not the caseI have now not used the dongle or the app in well over a year and halfI noticed a transaction popping up on my bank account for $labeled "Bankcard settlement"Because I have not been running my business I have not used the email associated with itApparently securement sent one single email to my business account letting me know this change would be placed on my account monthlyApparently it has been debited for the last months without me catching it until recentlyMy bank had no idea where it was from and gave me Wells Fargo ACH number to call and inquire about the transactionsLong story short, eventually I found out it was secure netI made the mistake of checking the email associated with my former business and saw the single email stating Secure Net would now be charging meI called to discontinue my account right away and ask for a refund since I have not used their services in 1/yearsI was rudely informed that since I acknowledged receiving the email from them they would not be refunding any of the money they debited from my accountShe said it did not matter that I have not used their services and am not running my businessThe rep also stated that if I hadn't received the email they could have discussed other optionsSo, now, I am out money that I could have used because I checked the email for a business I have not run in over a year thanks to a company with poor communication and customer serviceOne damn email, that's counted as being "well notified of a policy change"? HardlyI will never do business with this company again and will advice other small businesses to avoid them as well

Thank you for providing us with your feedbackAccording to our Terms and Conditions merchants have days to dispute any chargesWe provided you a credit of $for months of charges as a courtesyAlso, if you go back to the Cancellation Form that we emailed to you on November 11, in ticket number ***it states, " Once your cancellation has been processed, you will receive an email providing confirmation of cancellation for your recordsIf you do not receive this email, please contact Customer Support to verify account closure." Therefore, if you never received confirmation and you continued to be charged the following months after submitting your cancellation you should have notified us within daysWe do apologize for any inconvenience this situation might have caused youPlease feel free to contact us if you have any additional questions or concerns

Complaint: [redacted] I am rejecting this response because:My contract states " Such additional and/or increases in fees may be established at any time, upon written notice to Merchant"I searched through all my history and had no email communication of a new charge nor did I receive a letter in the regular mail Without my knowledge or approval, they starting charging me a $25/mo fee in August I had no written notice per the contract termsPlease refund me the $unauthorized chargesThis is not right Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Whoever is responding to this compaint has no moral compassMy account is innactiveIt has never been used and never will be Regards, [redacted]

Thank you for your feedbackOn June 29, we sent an email advising that we will be charging a new Service and Support fee of $in August for your July billingOn November 28, we sent another email notifying you that we would be assessing an Annual Fee in January for your December billing to cover the year of We do understand that your spam has 20,emails currently, but unfortunately this is beyond our controlAccording to our Terms and Conditions that you received with your application for SecureNet, we are required to provide a minimum of days notice via email of any changes being made to your fees and rates (we provided over days notice)As a courtesy we are willing to reduce your Annual Fee to $84.99, but since your account was listed as active in we are unable to refund the entire amountA merchant representative spoke with you on 01/09/under ticket number: on how to properly close the accountWe emailed you a Cancellation Form that needs to be completed, signed by you, and then submitted either via fax or email to deactivate your merchant processing services (I would suggest an email for paper trail purposes)The Cancellation Form was sent to the email address that we have on fileIf your email address has changed, we were not advisedIn order to ensure proper delivery of any notifications SecureNet sends to you the email address on file would have to be updated via our Profile Update Form (please give us a call if we need to send to a different email address)We will be happy to send the Profile Update Form and a copy of our Terms and Conditions to you if neededIf you have any questions or concerns, please feel free to reach out to us

Thank you for providing us with your feedbackPer the Terms and Conditions you agreed to, we are required to provide at least days notice via email of any changes being made to your accountNo correspondence in regards to account updates is sent via the postal serviceThe Monthly Minimum Fee notification was sent to the email address on file on 06/29/and we did not receive a return advising the notification was undeliverable Your merchant processing account was open between 12/18/2014-02/01/and was subject to billing fees from SecureNetWe apologize for any inconvenience this may have causedIf you have any questions or concerns, please feel free to reach out to us

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, So - You're saying that WorldPay/SecureNet program I signed up for, which was a "pay as you go" feature was falsely advertised? Because I signed up for a program in for a pay as you go service Meaning I only am charged when WorldPay/SecureNet is being used to process a transaction I signed up for a program with no monthly fee According to your website, which is now WorldPay; WorldPay is still advertising this "Pay as You Go Program." The domain has not received any notification since That is my whole arguement is that I was not properly notified by Worldpay/SecureNetI have never, ever used SecureNet to process any transactions because SecureNet would deny test credit cards when the test credit cards were correctTherefore I could not allow SecureNet to process my customers transactions when SecureNet gave credit card denials/ Therefore SecureNet's services were never ever used I shouldn't be charged $a month for an account/service that was never used and for an account that has been inactive since I have changed my bank account information to ensure this fraudulent billing on behalf of SecureNet does not continue I have notified our General Attorney of the advertising and fraudulent billing practices of SecureNet/WorldPayAccording to other Revdex.com complaints, I am not the only customer this is happening to which only strengthens my claim All I am asking that SecureNet waive the $fee, and cancel my account immediately SecureNet will never receive any payment from me of any kind [redacted]

We do apologize for any inconvenience this situation has posed to you and your businessOur records indicate that the email was sent to the email address on file and we did not receive any bounce backs stating the email was undeliverableWe would like to suggest that you possibly check with your email domain to see if there were any glitches during the time period the email was sent (June 29, 2016)According to our Terms and Conditions we will only notify merchants of changes via email, to the email address on fileAgain, we do apologize for any inconvenience this situation has caused youPlease let us know if you would like a copy of the Terms and Conditions

Hello,Thank you for your responseUnfortunately, we are not able to provide you a full refund for two years of chargesAccording to your signed agreement you agreed to the monthly fee of $per month (please contact us if you would like a copy of the agreement)SecureNet does bill in the arrears, therefore if your account was open and used in the month of November you should have received a bill in December for NovemberAs stated previously, if you never received a confirmation letter that your account was closed, as it stated in the body of the email that we sent to you in November 2014, and you continued to be charged in January you should have contacted us to follow up on the cancellation at that timeAgain, we do apologize for any inconvenience this has presented to you and your business

Hello, Thank you for your responseUnfortunately, we are not able to provide you a full refund for two years of chargesAccording to your signed agreement you agreed to the monthly fee of $per month (please contact us if you would like a copy of the agreement)SecureNet does bill in the arrears, therefore if your account was open and used in the month of November you should have received a bill in December for NovemberAs stated previously, if you never received a confirmation letter that your account was closed, as it stated in the body of the email that we sent to you in November 2014, and you continued to be charged in January you should have contacted us to follow up on the cancellation at that timeAgain, we do apologize for any inconvenience this has presented to you and your business

Complaint: [redacted] I am rejecting this response because:In his entry [redacted] claims that I deactivated the settings on my Virtual Terminal that protects me against fraudWhy would anyone want to subject themselves to fraud? I don't benefit from getting chargebacksIf there was fraudulent activity on my behalf why would I pay SecureNet every dime that I owe themIn his response he explains that I wasn't in contact with him until he sent attorney's after me, which is also untrueI was on the phone with him trying to come up with an solution because I felt I was mislead by SecureNet and my account was not setup properly from the startWhen I signed up there was no documentation on how to properly protect myself from fraudTheir website had no information on it at the time as wellThe chargebacks would have continued, but a nice rep was able to help me set my account straightUnfortunately, the damage was already done.There were no lawyers coming after meI spoke to [redacted] on the phone and told him I will be paying my bill in full before any attorney's were involvedA week after I told [redacted] to charge me, I get a call from a attorney saying he's calling on the behalf of SecureNetI then call [redacted] and ask him why are your attorney's calling me when I agreed to payHe told me that was a mistake and he'll get right on itI agreed to pay my balance in full before the date the rep mentions in his response12/5/is when SecureNet got to it, but I agreed to pay prior to thatThe charge was actually for $and they also charged me for an additional $for something I don't know whyHe also says I was told to process through Paypal and claims I stated I needed the account open for Christmas which is also untrueI told [redacted] I don't need SecureNet to process transactions, but I would like the account to remain open just to process refunds if need be for customers who paid using my Secure Net Virtual TerminalI've been using Paypal(much safer than SecureNet) primarily once the chargebacks began to happen and I told [redacted] thatHe reviewed my website and agreed to open my SecureNet accountMy account was reopened on December 15th, and if I needed it for Christmas I would have charged transactions on itWhich I didn'tI have documented proof it was reopened and that this rep is not telling the truthI've been talked down to, harassed, lied to and hung up on by this rep and I'm shocked he's still working for this companySomebody needs to be held accountable for thisUltimately, I would like my account reopened as agreed and [redacted] needs to stand behind his wordHe told me if I pay, my account would be reopenedAlso, my business shouldn't receive any negative marks against it as I paid everything that was owed to SecureNetRegards, [redacted]

Securenet sent an "email" (so they told me) that stated unless I responded, I would be charged $25/month fees I was billed under another name and have been disputing with my bank for months for unknown withdrawals! I have just found out that the bank will not refund the charges and Securenet (Bankcard Settlement) will not refund the money either

Complaint: [redacted] I am rejecting this response because: Prior to the November cancellation attempt I had previously successfully corresponded, including sending and receiving attachments, using the same email addresses, including a cancellation of a previous account when our business entity changed, all without delay or cause for follby phone, so because there was a PRECEDENT for this procedure, I had every reason to believe that the same actions would be carried out in the same way It should not fall on me, the customer, to make sure that you, the service provider, are correctly providing servicesFURTHER, even after SPEAKING to one of your customer service reps in September, sending the cancellation form to her email directly, and getting verbal confirmation from her that the account had been closed, I was STILL charged the $monthly service fee this month!!! The fact that our account has gone unused for nearly two years without notice by SecureNet only further illustrates poor business practices Granting a $credit demonstrates to me admission that this account has been handled poorly, yet the fact that you are not granting a full refund of charges incurred since the cancellation as rightfully requested only further affirms poor business practicesFinally, it took a Revdex.com complaint to even get a response from you after several phone calls, so I do not believe that you are doing your best by your customers-- and I'm not even confident at this point that you will not still continue to charge me $a monthI will consider this complaint resolved when I have received a full refund for monthly charges incurred since I originally submitted the cancellation request Regards, [redacted]

SecureNet Response to Complaint ID [redacted] : The business [redacted] at [redacted] has been with SecureNet since 01/06/At this time SecureNet was not charging a Service and Support Fee, but according to the agreed upon Terms and Conditions we can make changes to our fees at any time provided we notify the merchant no less than days prior to the fee being chargedOn 06/29/we emailed the merchant a notice of change pertaining to the new fee and she did not react to this email until 08/10/after the fee had been charged to her bank accountAt this time we verified her email address with her and she informed us that the email address was correctAlso, she was not charged for the month of August 2016, she was only charged $for her July billingIf the merchant would like to have a copy of the Terms and Conditions we will be more than happy to provide this information to her

The last statement that the merchant had transaction was on 5-and she was charged for processing fees Since then we have billed her three times for for monthly fees The merchant has ALWAYS been charged a month on her account and starting in from MC as their location pass through charge started All of this is in collections per ACH history still so the merchant never paidWe will enter a credit to clear the balance

Complaint: [redacted] I am rejecting this response because: Regards,So - You're saying that WorldPay/SecureNet program I signed up for, which was a "pay as you go" feature was falsely advertised? Because I signed up for a program in 2014 for a pay as you go service. Meaning I only am charged when WorldPay/SecureNet is being used to process a transaction. I signed up for a program with no monthly fee. According to your website, which is now WorldPay; WorldPay is still advertising this false "Pay as You Go Program." The domain has not received any notification since 2014. That is my whole arguement is that I was not properly notified by Worldpay/SecureNet.I have never, ever used SecureNet to process any transactions because SecureNet would deny test credit cards when the test credit cards were correct. Therefore I could not allow SecureNet to process my customers transactions when SecureNet gave false credit card denials/ Therefore SecureNet's services were never ever used. I shouldn't be charged $25 a month for an account/service that was never used and for an account that has been inactive since 2014. I have changed my bank account information to ensure this fraudulent billing on behalf of SecureNet does not continue. I have notified our General Attorney of the false advertising and fraudulent billing practices of SecureNet/WorldPay.According to other BBB complaints, I am not the only customer this is happening to which only strengthens my claim. All I am asking that SecureNet waive the $25 fee, and cancel my account immediately. SecureNet will never receive any payment from me of any kind. [redacted]

Hello: Thank you for the information providedI have researched and reviewed the history for this case and have since been in touch with the MerchantMonthly recurring billing for account maintenance and ongoing services provided are common place in the Merchant Services industry [redacted] , like other third party processing platforms, bills Merchants a monthly service feeWhen we are unable to collect these fees we attempt contact with the clients to resolve the issue immediatelyThe Merchant as well as the Processor will be billed NSF and Reject Fees by the banking networks if the issue is not resolved quicklyUnfortunately, we were unable to make contact with this Merchant in a timely manner; the account had been dormant for eight (8) months with no Transactions or other activity; and finally we are unable to debit or deposit funds; The processing account was deemed inactive The specific Transaction referenced was attempted after the status change meaning it was against an inactive account which resulted in a Reject; this nullifies the funding of the TransactionAfter contact was made by the client, Engineering moved to recycle the Transaction for reprocessing in an attempt to collect funds for the Merchant and the attempt was successfulFunds were held securely in a Reserve account designed for special cases where funding cannot be completedThe Operations and Finance teams review these cases bi monthly to ensure all Merchants have been paid or debited correctlyUpon speaking with the CardHolder to verify receipt of the product sold and their satisfaction with the purchase, funds were released There is no excuse or cause for the behavior described in this consumer complaintI have personally visited with the Executive in charge of the Risk Department where this individual is employed and have been assured that corrective action will be appliedEvery Merchant in contact with [redacted] regardless of current or prospective status is important to us and our internal culture does not tolerate less than outstanding Merchant Support from all resources Per my conversation with the client, funding for the Transaction has been transmitted and his Merchant account has been reactivated with [redacted] We are proud to provide the electronic payment processing for [redacted] once again and look forward to their continued success with their ecommerce business Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: You claim the email stated I would begin receiving a monthly fee of $for service and supportI have never used your service or your supportHow can you justify charging me for something that was never used? Do you have any record of me using your service outside of the setup charge? All that you had from me was my information, that you later used to initiate unauthorized ACH pulls.Per your terms, you are required to notify me of any changes to the feeWhen I enrolled there was no feeIf fee = than fee does not existThere can be no change to There can only be an addition of a fee that originally did not existAddition of a fee is not a change in You cannot change 0.You confirmed that I wish to have my account canceledIf you believe an email sent authorizes you to make ACH pulls, then this notification should be plenty for you to cancel my accountI will not be sending you any more documents, as you company has been proven dishonest with the information already obtainedYou do not have my permission to withdraw funds from any accountYou have permission to deposit a refund of $back to the account is was stolen fromYou do not have my permission to use my information any more in any other way Regards, [redacted]