SecureNet Payment Systems

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:In his entry [redacted] claims that I deactivated the settings on my Virtual Terminal that protects me against fraud. Why would anyone want to subject themselves to fraud? I don't benefit from getting chargebacks. If there was fraudulent activity on my behalf why would I pay SecureNet every dime that I owe them. In his response he explains that I wasn't in contact with him until he sent attorney's after me, which is also untrue. I 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 start. When I signed up there was no documentation on how to properly protect myself from fraud. Their website had no information on it at the time as well. The chargebacks would have continued, but a nice rep was able to help me set my account straight. Unfortunately, the damage was already done.There were no lawyers coming after me. I spoke to [redacted] on the phone and told him I will be paying my bill in full before any attorney's were involved. A week after I told [redacted] to charge me, I get a call from a attorney saying he's calling on the behalf of SecureNet. I then call [redacted] and ask him why are your attorney's calling me when I agreed to pay. He told me that was a mistake and he'll get right on it. I agreed to pay my balance in full before the date the rep mentions in his response. 12/5/14 is when SecureNet got to it, but I agreed to pay prior to that. The charge was actually for $467.54 and they also charged me for an additional $50 for something I don't know why. He also says I was told to process through Paypal and claims I stated I needed the account open for Christmas which is also untrue. I 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 Terminal. I've been using Paypal(much safer than SecureNet) primarily once the chargebacks began to happen and I told [redacted] that. He reviewed my website and agreed to open my SecureNet account. My account was reopened on December 15th, 2014 and if I needed it for Christmas I would have charged transactions on it. Which I didn't. I have documented proof it was reopened and that this rep is not telling the truth. I'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 company. Somebody needs to be held accountable for this. Ultimately, I would like my account reopened as agreed and [redacted] needs to stand behind his word. He told me if I pay, my account would be reopened. Also, my business shouldn't receive any negative marks against it as I paid everything that was owed to SecureNet. Regards,[redacted]

Thank you for providing us with your feedback. Your merchant processing account is still active and has been active since 03/12/2013. In order to cancel your account, you must submit a Cancellation Form. Please give our support team a call at: ###-###-#### to retrieve the Cancellation Form. We are...

more than happy to waive the amount of $10.00 that was debited out of your bank account, but must advise that you will continue to be billed until proper cancellation procedures are completed. We will submit the credit in the amount of $10.00 and you should see those funds available in your account within the next 3-5 business days. If you have any other questions or concerns, please feel free to reach out to us.

SecureNet Response to Complaint ID [redacted]:   The business [redacted] at [redacted] has been with SecureNet since 01/06/16. 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 20 days prior to the fee being charged. On 06/29/16 we emailed the merchant a notice of change pertaining to the new fee and she did not react to this email until 08/10/16 after the fee had been charged to her bank account. At this time we verified her email address with her and she informed us that the email address was correct. Also, she was not charged for the month of August 2016, she was only charged $19.99 for her July billing. If 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.

Thank you for providing us with your feedback. Per the Terms and Conditions you agreed to, we are required to provide at least 20 days notice via email of any changes being made to your account. No correspondence in regards to account updates is sent via the postal service. The Monthly Minimum Fee notification was sent to the email address on file on 06/29/2016 and we did not receive a return advising the notification was undeliverable.  Your merchant processing account was open between 12/18/2014-02/01/2017 and was subject to billing fees from SecureNet. We apologize for any inconvenience this may have caused. If you have any questions or concerns, please feel free to reach out to us.

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]