SecureNet Payment Systems

*** Mr***
Thank you very much for reaching out to us regarding Ms***. ChargeBacks can be a difficult thing for Merchants to understand as they are often times found as being very abrasive and intrusive to business. We certainly empathize with the frustration involved
In this particular case we are very happy to report that the Merchant, Ms***, did a fantastic job in that she Refunded the CardHolder immediately and responded to the ChargeBack company with information regarding the initial Sale as well as the Refund processShe won the ChargeBack and got a Reversal! Super Great (her response is attached)
The unfortunate reality is that along with the process of receiving the ChargeBack, pulling the funds from the Merchant, Arbitration by a third party, documentation, a final judgement, and replacing the pulled funds all come with a priceIn this case, $for the ChargeBack processing itself and $for a RetrievalPlease note that a Retrieval happens when the Card Brand Associations receive word from a Card Issuing Bank that a CardHolder is disputing a chargeA Retrieval is answered by producing the requested documentation on the initial Sale
It is the responsibility of all Merchants to fund the ChargeBack process as well as answer all ChargeBack related questions to the third party ArbitratorsThis is common knowledge and is detailed in the Terms & Conditions of all Merchant Agreements as directed by the Card Brand Associations themselvesThese Terms & Conditions must be acknowledged and agreed to by every Merchant before they can begin to Process the very first Transaction
With that said, there are some Reseller Gateways and Independent Sales Offices that specialize in micro-merchant accounts or very high volume accounts and a few of those simply absorb the processing fee rather than deal with the cumbersome and extensive nature of ChargeBacksAt SecureNet, we are a Full Service Third Party Acquirer and the Service Fee for ChargeBacks is passed along to the Merchant as listed in the Schedule A of the Merchant AgreementIn this case, $for each ChargeBack Processed and $for Retrievals(original application siting ChargeBack Fees is attached)
Ms*** is of the mindset that the ChargeBack Fee should be paid by the CardHolderCandidly, I myself along with most of the market place agree with herUnfortunately, that is not realityAs a Processor, we are bound to uphold the guidelines set forth by the Card Brand AssociationsAt this time, the Associations do not allow for Processors to bill a CardHolder for ChargeBack related Fees regardless of fault or mistake on the part of the CardHolder(Terms & Conditions as noted in the Merchant Application along with separate ChargeBack details are attached)
The persons addressed in the letter are all senior employees and my office is in fact in ear shot of themI can tell you from overhearing all of them on the phone with Ms*** that they were not in any way rude or disrespectful while on the phoneWhen I realized that Ms*** was continuing to call in all around the company looking for an answer she felt was correct and fair, I directed all employees to send her to *** *** as he is the head of Risk and ComplianceHis decades of experience in the industry would have been of great benefit if he actually had the opportunity to educate her on the scenario.
I will gladly authorize a Refund of $for this particular incident as a good faith measureHowever, we will indeed bill for ChargeBacks going forward should Ms*** have any againThis Fee is clearly listed, common in the industry, and enforceable per the Merchant Agreement
Regards,
*** ***

Complaint: ***
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 pullsPer 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 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,
*** ***

Thank you for providing us with your feedbackYour merchant processing account has been active since 11/24/As stated in the previous response, in order to cancel your account you must submit a Cancellation FormThe Cancellation Form was emailed to you on 12/05/at the email address we have on file. Although you have not been processing, your account will remain active and you will continue to be assessed monthly fees until we receive the completed Cancellation Form. If you do not use your account we do not know if you decided not to utilize our services or if your business does not process credit cards on a regular basisUntil you contact us to close your account we are under the understanding that you would like to continue your services with usIn regards to the Service and Support fee that was added in July 2016, we notified you via email that there would be changes to the accountPer the Terms and Conditions that you received with your application for secureNet, we are required to provide days notice via email of any changes being made to your rates and feesTo avoid future billing fees, we wil need the completed Cancellation Form to be submitted via fax or email (preferably email for paper trail purposes)We are more than happy to send the Cancellation Form again if neededIf you have any questions or concerns, please feel free to reach out to us

Complaint: ***
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,
*** ***

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

SecureNet Response to Complaint ID ***:
The business *** *** at *** *** 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

SecureNet Response to Complaint ID ***: 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

Complaint: ***
I am rejecting this response because:
You do not send monthly statements or invoices neither by email or physical mail, soI only figured out that I had continued to be charged the $per month when doing accounting work toward the end of the following year (2015), which is when I sent the original follow up
Again, there was a precedent for having successfully communicated with you by email, using the same email addresses, and I had every reason to believe, based on that prior experience, that the account had been closed as requested I should not be expected go to the expense of spending extra time to follow up to make sure you are doing your job correctly
Regards,
*** * *** ***

Hello
Thank you for your prompt advise with regard to this issueWe are always thankful for your willingness to arbitrate in these unfortunate situationsThe Merchant Account in question MID *** *** *** was opened and is currently Terminated
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Initial contact was made by the Merchant on with an inquiry as to why fees were being billed via email and trouble ticket *** was auto generatedA response was promptly sent explaining the fees in detail and the trouble ticket was closedUnfortunately, even after notice was sent that the ticket was closed, the Merchant continued to respond to the initial threadBecause the ticket was closed, no notifications were sent to the Support TeamsIt is recommended that all persons dealing with any financial dispute immediately call in to discuss if any
inquiry extends beyond hours
In reviewing the later inquiry details on the closed ticket I see questions regarding debited fees (email threads attached) and a demand for Refund in the amount of $The specific questions are with regard to the following:
*** ** *** * ***
This was debited for processing fees due per the Merchant Services agreementStatement detail is provided
*** ** *** * ***
This was debited for processing fees due per the Merchant Services agreementStatement detail is provided
*** ** *** * ***
This was debited for processing fees due per the Merchant Services agreementStatement detail is provided
*** ** *** * ***
This was debited for processing fees due per the Merchant Services agreementStatement detail is provided
*** ** *** * ***
This was debited for processing fees due per the Merchant Services agreementStatement detail is provided
*** ** *** * ***
This was debited for processing fees due per the Merchant Services agreementStatement detail is provided
*Merchant Processing Fees apply each time you create a Transaction is created be it a Charge or Refund*
Additionally, within the text of another email inquiry submitted to the closed ticket, we find the question: Why am I being charged for a monthly fee? To address this we direct you to the notification email sent which is attached to this responseA formally tracked email notification was sent to all Merchants affected by this change in fees in advance per guidelines established by the electronic Card Brand AssociationsThe notification explained that all customers on this particular sun-setting plan structure were going to be automatically migrated to the new pricing structureThe notification also provided SecureNet contact information for any questions, comments, or concernsAll such notifications are sent to the email address on file and are electronically trackedThe electronic read receipt and
notification that the email was opened by someone with access to the email account is attached
All Fees debited to this Merchant are valid as provisioned in the Merchant Service Agreement signed by the MerchantIn the sense of good will and understanding, it is acknowledged that it is possible the Merchant has other staffers with access to the email account on file, and while opened, it is possible that it was not properly conveyed within the companyWith that in mind we will Approve a Refund for the new $monthly fee from the time it was first billed in the March cycle to present dayThis Refund will be in the amount of $The Refund will be sent to the banking information on file and should memo post within business days
We appreciate your contacting SecureNet Payment Systems to resolve this issue and welcome any
feedback you may have available
Best regards,
*** ***

Revdex.com Complaint ID #: *** On 9/15/2014, this merchant was flagged for
accepting international credit cardsThe settings on the Virtual Terminal were deactivated by the merchantThe settings are the fraud tools that are on the Virtual Terminal to prevent merchants from fraud being committed against themIf the settings are de-activated, international and fraudulent transactions can be processedMerchant’s average ticket was approved at $The chargebacks in question were for transaction to times that amountThe merchant’s account was placed on reserve status because the chargebacks were rejecting at his bankAs per the Terms & Conditions, the merchant is responsible for every transaction that the merchant allows to processMerchant was also told to process international transaction through PayPalMerchant did not respond to the Risk e-mails until 11/13/Risk was attempting to collect the rejected chargebacksWhen a chargeback or fees reject at the merchant’s bank, SecureNet has to pay for themSecureNet then attempts to collect from the merchant, either through contact or through a third party collectorSeveral attempts were made to collect the funds from this merchantThe merchant did not respond to my e-mails until the collection’s attorney called himWhen the collection’s attorney collects, there are added feesOn 12-5-2014, an ACH went out to the merchant’s bank account to debit the $Merchant did request for the account to be reopened because of ChristmasRisk made a decision not to reopen the account because of the risk of more chargebacksThis is also on the Terms & Conditions, where SecureNet has the right to terminate an accountSecureNet did not agree to reopen this accountSecureNet does not reopen accounts that collection’s attorneys have to collect debtThis would be very risky for SecureNetAs far as reopening the account to refund the cardholders, the merchant was told to issue a checkIf the merchant account is reopened and the merchant issues a refund with no money in the bank, the refund would reject back to SecureNet and the collection’s attorneys would be looking for him againSecureNet can issue the refunds only if the merchant allows SecureNet to ACH the merchant’s bank account for the amount that needs to be refundedFeel free to contact me if you have any questionsRegards, *** *** *** Director, Risk & U/W (512) ***

Thank you for providing us with your feedbackWe sent you an email on 06/29/to the email address on fileThe email stated we would begin to assess a $Service and Support fee on your statement you received at the end of 07/(which would be billed electronically between the 1st &
5th of August)Per the Terms and Conditions that you received with your application for SecureNet, we are required to provide days notice via email of any changes being made to your fees and rates Also, you stated that you no longer used the account after issues with a transaction but we were never advised that you were no longer going to be processingIn the Terms and Conditions it is listed that your agreement automatically renews unless it is terminated. A merchant support representative spoke with you on 12/05/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 same email address as the Service and Support fee noticeIf 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 FormWe 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

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

Thank you for providing us with your feedbackWe sent you an email on 06/29/to the email address on fileThe email stated we would begin to assess a $Monthly Minimum Fee on your statement you received at the end of 07/(which would be billed electronically between the 1st & 5th
of August)Per the Terms and Conditions that you received with your application for SecureNet, we are required to provide days notice via email of any changes being made to your fees and rates )The Cancellation Form you received was sent to the same email address as the Service and Support fee noticeThe email confirming your account was closed on 02/01/was also sent the email address on fileYour merchant processing account is closed so this will prevent any future billing charges from SecureNet

SECURENET STEALS MONEY FROM NONPROFIT ORGANIZATION! I recently noticed that Securenet was taking $out of my nonprofit organization's account for monthsI am incredibly financially astute yet it took a visit to my bank to complain that it was a fraudulent charge, and the conclusion was Securenet taking out the $a month months after I actually requested a "free" card reader at which time we were shopping for a new company to process in person payments that amount to a few hundred dollars a monthI am one that always carefully reads the fine print and would never agree to such a charge given the very low volume of payments the organization processesI had to call Securenet who refused to cancel it on the spot over the phone and refused to refund the charges, despite after some research that the company failed to provide any type of statements to our organization, either by mail or email provided to open the account in exchange for a "free" card reader
I recommend anyone who is looking for a new credit card processor keep on looking because I can name many other more reputable credit card processors

SecureNet Response to Complaint ID ***:
12pt;">According to our records we emailed merchant on 06/29/to notify that we will be implementing a new Service and Support Fee of $Merchant did not react to the email until 08/12/after the fee had been charged (ticket ***)According to our Terms and Conditions changes can be made to the fees so long as we notify the merchant no less than days prior to the fee being chargedMerchant had over days to cancel her account to prevent the funds from coming out of her bank accountThere are no notes on file indicating that merchant spoke with anyone in Customer Support or our Integration DepartmentPrior to the call on 08/12/merchant has not called SecureNet since 12/10/ Merchant states that she received an email stating that the account was cancelled in JuneIf this is the case we will be more than happy to review this email to determine if there is anything that can be done due to the information being invalid. The account for Charmbiance, LTD was closed on 08/12/

Complaint: [redacted]
I am rejecting this response because:I signed up as a Pay As You Go (PAYG) customer which required NO monthly fee.  There are still evidence online that they charge zero for PAYG and I have provided below.  My contract states that a change in fees must be in writing, not electronic means. I called the Securenet phone number today and they said I could sign up with NO monthly fees.  Thus even today the fees are not assessed. I am still disputing the $150 in fraudulent fees.[redacted]“Such additional and/or increases in fees may be established at any time, upon written notice to Merchant”I do not accept the response because:When I signed up for Securenet service, I chose the Pay As You Go (PAYG) option.  No monthly fee is required and evidence is online today where it is still not charged for PAYG.  My contract states that any change in fees must be in writing, not electronic, and I received nothing in writing not electronically.  I called Securenet today and they said I could get the service today with NO monthly fee, thus they are still not assessing monthly fees for my service.  See below the various sites, even from Dec 2016 that report NO monthly fee for PAYG.  I dispute the $150 in fees.  [redacted]Lists Pay as you go monthly rate =$0[redacted]Pay as you go monthly fee =$0[redacted]  (2016)Pay as you go monthly fee =$0[redacted]    (updated 7/26/16)l
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You do not send monthly statements or invoices neither by email or physical mail,  soI only figured out that I had continued to be charged the $25 per month when doing accounting work toward the end of the following year (2015), which is when I sent the original follow up.  Again, there was a precedent for having successfully communicated with you by email, using the same email addresses, and I had every reason to believe, based on that prior experience, that the account had been closed as requested.  I should not be expected go to the expense of spending extra time to follow up to make sure you are doing your job correctly.
Regards,
[redacted]

Thank you for providing us with your feedback. We sent you an email on 06/29/2016 to the email address on file. The email stated we would begin to assess a $19.99 Service and Support fee on your statement you received at the end of 07/2016 (which would be billed electronically between the 1st...

& 5th of August). Per the Terms and Conditions that you received with your application for SecureNet, we are required to provide 20 days notice via email of any changes being made to your fees and rates.  Also, you stated that you no longer used the account after issues with a transaction but we were never advised that you were no longer going to be processing. In the Terms and Conditions it is listed that your agreement automatically renews unless it is terminated.  A merchant support representative spoke with you on 12/05/2016 under ticket number [redacted] on how to properly close the account. We 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 same email address as the Service and Support fee notice. If your email address has changed, we were not advised. In 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. We will be happy to send the Profile Update Form and a copy of our Terms and Conditions to you if needed. If you have any questions or concerns, please feel free to reach out to us.

Thank you for providing us with your feedback. According to our Terms and Conditions merchants have 60 days to dispute any charges. We provided you a credit of $100.00 for 4 months of charges as a courtesy. Also, if you go back to the Cancellation Form that we emailed to you on November 11, 2014 in...

ticket number [redacted]5 it states, " Once your cancellation has been processed, you will receive an email providing confirmation of cancellation for your records. If 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 60 days. We do apologize for any inconvenience this situation might have caused you. Please feel free to contact us if you have any additional questions or concerns.

I was injured and got to the point where I was no longer running my fitness business and no longer using SecureNet to process transactions. I had hoped to be able to start up again after a few months but this was not the case. I have now not used the dongle or the app in well over a year and half. I noticed a transaction popping up on my bank account for $25 labeled "Bankcard settlement". Because I have not been running my business I have not used the email associated with it. Apparently securement sent one single email to my business account letting me know this change would be placed on my account monthly. Apparently it has been debited for the last 3 months without me catching it until recently. My bank had no idea where it was from and gave me Wells Fargo ACH number to call and inquire about the transactions. Long story short, eventually I found out it was secure net. I made the mistake of checking the email associated with my former business and saw the single email stating Secure Net would now be charging me. I called to discontinue my account right away and ask for a refund since I have not used their services in 1 1/2 years. I 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 account. She said it did not matter that I have not used their services and am not running my business. The rep also stated that if I hadn't received the email they could have discussed other options. So, 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 service. One damn email, that's counted as being "well notified of a policy change"? Hardly. I will never do business with this company again and will advice other small businesses to avoid them as well.