SecureNet Payment Systems

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 2016.  I had no written notice per the contract terms. Please refund me the $150 unauthorized charges. This is not right.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
My complaint was closed and there still hasn't been a resolution yet. I was away for the past couple of days and didn't have access to this email and come to find out my complaint was closed. Can you reopen my claim? It seems as if the business is dragging their feet now that the complaint is closed since it looks as if it's resolved publicly.  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 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 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 $25 fee, and cancel my account immediately.  SecureNet will never receive any payment from me of any kind.
[redacted]

I believe I have explained SecureNet's stand on this merchant. SecureNet will not re-activate the merchant's account. If the merchant wants to refund the cardholders, merchant should issue a refund check. The only way SecureNet will allow a refund to be processed, if the merchant allows SecureNet to ACH the refund amount from their bank account first. SecureNet will then issue a refund to the cardholder. The merchant's account will not be re-opened for the merchant to continue doing business with SecureNet.

Complaint: [redacted]
I am rejecting this response because: p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica} You claim the email stated I would begin receiving a monthly fee of $19.99 for service and support. I have never used your service or your support. How 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 fee. When I enrolled there was no fee. If fee = 0 than fee does not exist. There can be no change to 0. There can only be an addition of a fee that originally did not exist. Addition of a fee is not a change in 0. You cannot change 0.You confirmed that I wish to have my account canceled. If you believe an email sent authorizes you to make ACH pulls, then this notification should be plenty for you to cancel my account. I will not be sending you any more documents, as you company has been proven dishonest with the information already obtained. You do not have my permission to withdraw funds from any account. You have permission to deposit a refund of $79.96 back to the account is was stolen from. You do not have my permission to use my information any more in any other way.
Regards,
[redacted]

Hello:
Thank you for the information provided. I have researched and reviewed the history for this case and have since been in touch with the Merchant. Monthly 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 fee. When we are unable to collect these fees we attempt contact with the clients to resolve the issue immediately. The Merchant as well as the Processor will be billed NSF and Reject Fees by the banking networks if the issue is not resolved quickly. Unfortunately, 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 Transaction. After 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 successful. Funds were held securely in a Reserve account designed for special cases where funding cannot be completed. The Operations and Finance teams review these cases bi monthly to ensure all Merchants have been paid or debited correctly. Upon 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 complaint. I 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 applied. Every 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]

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]

SecureNet Response to Complaint ID [redacted]:   According to our records we emailed merchant on 06/29/16 to notify that we will be implementing a new Service and Support Fee of $19.99. Merchant did not react to the email until 08/12/16 after the fee had been charged (ticket [redacted]). According to...

our Terms and Conditions changes can be made to the fees so long as we notify the merchant no less than 20 days prior to the fee being charged. Merchant had over 30 days to cancel her account to prevent the funds from coming out of her bank account. There are no notes on file indicating that merchant spoke with anyone in Customer Support or our Integration Department. Prior to the call on 08/12/16 merchant has not called SecureNet since 12/10/15.   Merchant states that she received an email stating that the account was cancelled in June. If 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 08/12/16.

Thank you for your feedback. On June 29, 2016 we sent an email advising that we will be charging a new Service and Support fee of $19.99 in August 2016 for your July billing. On November 28, 2016 we sent another email notifying you that we would be assessing an Annual Fee in January 2017 for your...

December billing to cover the year of 2016. We do understand that your spam has 20,000 emails currently, but unfortunately this is beyond our control. According to our Terms and Conditions that you received with your application for SecureNet, we are required to provide a minimum of 20 days notice via email of any changes being made to your fees and rates (we provided over 30 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 2016 we are unable to refund the entire amount. A merchant representative spoke with you on 01/09/2016 under ticket number: 177704 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 email address that we have on file. 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 (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 needed. If you have any questions or concerns, please feel free to reach out to us.

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:
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 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 $25 fee, and cancel my account immediately.  SecureNet will never receive any payment from me of any kind.
[redacted]

Securenet was set up on my website, and transactions were not paid in a timely manner. I complained, and because of my complaint, my account was terminated, which violated their contract with me.

SecureNet Response to Complaint ID [redacted]:   Our records...

indicate that an account was opened for Fall for Design in August 2014. On June 29, 2016 an email was sent to merchants notifying them of the new Minimum Processing fee of $25.00 that would be charged to their account at the end of July 2016. 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 place. Since we never heard back from the merchant requesting cancellation it is understood that the merchant agrees to pay the new fee. If the merchant disagrees with the new fee they have the option to cancel their account without any penalties.

The last statement that the merchant had transaction was on 5-2017 and she was charged 745.74 for processing fees.  Since then we have billed her three times for 11.24 for monthly fees.  The merchant has ALWAYS been charged 9.95 a month on her account and starting in 2017 1.25 from MC as...

their location pass through charge started.  All of this is in collections per ACH history still so the merchant never paid. We will enter a credit to clear the balance.

We do apologize for any inconvenience this situation has posed to you and your business. Our 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 undeliverable. We 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 file. Again, we do apologize for any inconvenience this situation has caused you. Please let us know if you would like a copy of the Terms and Conditions.

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

Hello,Thank you for your response. Unfortunately, we are not able to provide you a full refund for two years of charges. According to your signed agreement you agreed to the monthly fee of $25.00 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 2014 you should have received a bill in December for November. As 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 2015 you should have contacted us to follow up on the cancellation at that time. Again, we do apologize for any inconvenience this has presented to you and your business.

Complaint: [redacted]
I am rejecting this response because: There lays the problem; no notification was received via e-mail.  I received no communication since 2014 from SecureNet and to find out they are charging my account without my permission?  That is the problem.  You say you sent it, but I am saying it was never received.  So how can I respond to something, or be notified of something if I never received it?  I never received it and therefore was illegally charged.
Regards,
[redacted]

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:Prior to the November 2014 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 follow-up by 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 services.FURTHER, 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 $25 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 $100 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 practices.Finally, 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 $25 a month.I 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] [redacted]