SecurityMetrics, Inc.

SecurityMetrics does not believe that the complainant was lied to, but that this was just a misunderstandingSecurityMetrics has issued a refund to the customer

The complainant confused the information relayed by SecurityMetricsThe merchant's credit card processor paid for some of the services, but the merchant must pay for other parts because of the more complicated nature in which the merchant processes credit cardsIf the merchant does not wish to pay
for that, the merchant does not need to, but all merchants are required to comply with the Payment Card Industry Data Security Standard, and many credit card processors charge noncompliance fees to merchants that have not validated their PCI DSS compliance to the credit card processorThe merchant should consult with its credit card processor to determine whether or not the processor charges such noncompliance fees. PCI DSS compliance is not a law, but a requirement from Visa, MasterCard, American Express, Discover, and JCB, the card brandsIn order for a merchant to process credit card transactions from that particular brandThe PCI DSS was created by the PCI Council, which was created by the card brands mentioned aboveSecurityMetrics has no control over the standard or the enforcement thereof. SecurityMetrics will make steps to ensure that any change to the merchant is refunded

SecurityMetrics has started the refund process for $297, which the complainant should see in a few daysWe are sorry for the delay

There seems to have been some misunderstanding in this case. After reviewing the incident, SecurityMetrics has discovered that the employee did not state that SecurityMetrics' services were required. SecurityMetrics' employee stated that being compliant with the PCI DSS is required of all merchants...

that accept credit cards. This is a true and correct statement. There are many different companies that provide PCI DSS compliance help, SecurityMetrics being one of them. All merchants that accept credit cards are required to comply with the PCI DSS.The complainant purchased products and services from SecurityMetrics, some of them were non-refundable because SecurityMetrics sends a document to the customer and once the document is sent, SecurityMetrics cannot unsend it. The complainant spoke with a support employee who mistakenly stated that he could receive up to $369 back. SecurityMetrics refund department correctly refunded $169. SecurityMetrics apologizes for the miscommunication and will refund the complainant the full amount, $439 in this case. Thank you for your patience.

Complaint: [redacted]
I am rejecting this response because:  I was not confused, I was lied to, once you lie to me, nothing you say afterwards carries any weight. What happened to Jordan, the representative that lied to me? Was he disciplined or congratulated? I will not be satisfied until I receive a written apology and a full refund.
Sincerely,
[redacted]

SecurityMetrics provides data security services to companies. The complainant accepts credit cards and therefore is required to comply with the Payment Card Industry Data Security Standard. SecurityMetrics offers services to help merchants comply with that standard. The complainant had been a...

customer of SecurityMetrics since September, 2010. When SecurityMetrics' employee called the complainant, he mentioned the name of the complainant's bank one time when he asked if the complainant was still processing credit cards through that bank, as is required by the Payment Card Industry Data Security Standard. That is the only time that the bank was mentioned. SecurityMetrics did not make any fraudulent or incorrect statements regarding the complainant's bank. If complainant was told that SecurityMetrics does not have the right to provide services to merchants, then SecurityMetrics would request the contact information of the person or entity that made this tortious comment to the complainant. SecurityMetrics provided the complainant with a refund. The trainings purchased by the complainant were not refunded because SecurityMetrics cannot recoup costs of selling those trainings. SecurityMetrics has been cooperative with this merchant and views this complaint as closed.

SecurityMetrics is a security and Payment Card Industry Data Security Standard ("PCI DSS") compliance vendor that helps merchants with their data security and to comply with the PCI DSS. All merchants are required to comply with the PCI DSS and may choose any PCI compliance vendor to help them...

comply. SecurityMetrics is an Approved Scanning Vendor and Qualified Security Assessor, which may be verified at https://www.pcisecuritystandards.org. The complainant has been a customer of SecurityMetrics since March 17, 2009 and SecurityMetrics has been helping the complainant with PCI DSS compliance since then. The email referred to by complainant even refers to SecurityMetrics' help in the previous year. SecurityMetrics is not a scam. There are other PCI DSS compliance vendors, which may have agreements with credit card processors or merchant service providers to share revenue related to PCI DSS compliance, and would consider SecurityMetrics a competitor, but that does not mean that SecurityMetrics is a scam. The complainant received a refund on August 19 so the situation has been resolved.Sincerely, SecurityMetrics