Sekure Merchant Solutions

Review: As I was reading other complaints, I noticed that Jaren was "suspended indefinitely." Well I guess that suspension is over. He called me this morning and was very pushy, telling me I had to send him my merchant information to make sure I was compliant with the new chip regulations. He insisted he was not trying to sell me anything and that this review was mandatory. I told him repeatedly that I was not interested, but he (and I am Paraphrasing) told me that I did not have a choice. I put him on hold, because I am quite busy, and ased my co-worker to take over the call. He also told Jaren we were not interested and hung up on him after requesting us being taken off his call list.

So Jaren calls RIGHT BACK! This time the boss is in the room and answers the phone, listens to Jarens pitch, grabs one of our cc statements and is told by Jaren to fax it to us right away and he will hold while he faxes it. Well, of course we are busy and my boss takes down the fax information and requests a phone number to call him back at when he sends the fax. Jaren does not want to let us off the line or give us a phone number and insists repeatedly that he will hold. Now my boss is angry, finally gets the phone number and hangs up with Jaren.

The boss guy calls the number and asks to speak to Jarens supervisor. The person who answers says they can not provide that information, but asks if they can help stating that they were a supervisor. My boss tells the person that he did not appreciate the way that Jaren spoke to us, and that he was very [redacted] and unprofessional. He requested that we be removed from this list and not to call us again. The person on the other line apologized for their co-worker and assured us that we would be taken off the list of people to call.

Not three minutes later a Dave or Dan in the fax department calls (while I am typing this complaint no less) because he has not received our fax yet. By this time I am quite upset. I told him that we are done with them we were done. I told him what I was doing, complaining to the Revdex.com, and to leave us alone. He said he was in a different department altogether, and also apologized for his co-worker and actually hung up without me having to hang up on him mid-sentence.

This company comes across as distrustful right from the beginning with pushy and deceiving tactics. They are NOT trustworthy.Desired Settlement: I would like to make sure

this business does not contact me again.

Business

Response:

Jennifer, thank you so much for bringing this to my attention. I would like to apologize on behalf of Jaren. Please know that your phone number has already been added to our Do Not Call List, which is very carefully maintained. Again I'd like to thank you for bringing this to my attention, it's a great training opportunity.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: [redacted] of Sekuremerchants offered without me asking to give us a quote for our merchant services. He may have been nice at first but then he turned into a nightmare. He sent me a proposal based on information I sent him and I have taken time to review and investigate this company because of previous bad experiences. Also I am a very busy person and have not been able to compare services that I have with what he is offering. Yesterday 10/**/2013, he called and was very rude and unprofessional. He mad unnecessary comments and I had no other choice but to hang up on this obnoxious human being. I never asked for them to quote me, he insisted and I agreed. I am so happy I never accepted his proposal because the last thing I would ever want is to work with a company that has employees without any professionalism.Desired Settlement: I never want to hear from these people again. Take all my phone numbers and put them on a Do Not Call List:

###-###-####

[redacted]###-###-####[redacted]

Business

Response:

To Whom it may concern:

I have reviewed this complaint and would like to apologize on behalf of our company for any rudeness or lack of professionalism that [redacted] feels that she has experienced. Looking through the notes and conversations attached to this file, I was not able to find a single instance where [redacted] made any unnecessary or derogatory comments. I do understand , however, that [redacted] does not wish to process with our company,therefore, I have requested that all of the provided telephone numbers be addded to the Do Not Call list that we maintain.

Hoping this to be to the satisfaction of all paeties, I remain,

Sincerely yours,

Was not pleased with the numerous calls received by Sekure Merchant Solutions. Furthermore, when I politely told one gentleman (Ryan) from the company that my business was not interested he continued to ask for a fax number or email address. Seriously, after a few minutes of politely rejecting his request for my company's information I told him once more than our company was not interest, I also told him to have a good day and then, hung up. When a person politely declines stop pushing your product or service on them! I also asked to be removed from the call list; his response was NOT, "Yes, ma'am." It was, and I paraphrase, once you give me the fax number or email one of our staff will get in touch with you to review your statement analysis; if you decide to move forward with our company or if you decide not to the calls will stop.

Jamie Lee C[redacted] has been my contact since inception. She has always been there when I have questions or need help. Very courteous and sympathetic towards the hurdles that small businesses experience.

I am a new customer to Sekure Merchants. The service I have received from my contact, Stephanie L[redacted], has been wonderful. She has followed through on all of my calls in a timely fashion and consistently followed up to make sure that all of my concerns and questions were answered.

Review: This company acted as a broker for a new credit card processor that started on Feb. **. Since then four batches of payments totaling $18,069.64 have been deposited. Two came on 3/**/14. The other ones on 3/**. No other deposits have been made by them. The current outstanding balance is getting close to $50,000. There have been about 40 emails and phone calls. [redacted] that setup the account says it should be corrected soon. Here is an email from my [redacted] on 2/**/14.

I called [redacted] in regards to the below because we did not hear anything back. In addition I have people in house whose cc are being closed down to fraudulent charges due to them being in Aurora with charges from Holiday Inn Alabama . I explained to [redacted] this needs to be of an urgent matter. I asked her for a callback today and she said she would call. (She did not)

Thank You,

They have been given proof that the funds are not going to the right place. The company gives the same response. After that [redacted]and [redacted]would look into it. On 3/**he sent this:

Thank you for forwarding the email from [redacted] over, however we were able to find out what the cause of the issue was. The account specialists at [redacted] are working with [redacted] now to correct everything and I have been advised that you should start receiving your deposits on Thursday (Today's settlement should be deposited Thursday morning).

The transactions that have already been submitted but not yet funded are in the process of being corrected and all of the funds will be deposited into your account. I am awaiting an estimated completion date of this and will advise once I have additional information.

Again, I would like to thank you for your patience with this matter and would also like to apologize for the headache and inconvenience caused to you. Thankfully this will be resolved shortly and your funds will begin being deposited as expected.

I will be in touch with you whenever I receive any updates to make sure that you are up to date with the resolutions being made to correct this issue. (It has not been corrected)

Regards,

They have been emailed that:

[redacted]. [redacted]

I spoke with [redacted] on Tuesday March **, 2014 and he explained they made a switch with Credit card processing company around Feb **, 2014 (same time we did) and they have been receiving additional funds to their bank accounts over the amount they expect to receive. [redacted] continued to say they had called Nation Banc Card to report the problem three weeks ago and nothing has been resolved. They are very distraught and have no answers either in resolving this. Holiday Inn Express phone number ###-###-#### located at [redacted].

They responded a similar response that it would cleared up soon. This company was notified of this problem by another business about 3 weeks ago. They did not look into the matter. Their lax attitude is frustrating. It takes days sometimes to receive a response with an actual person. They keep passing the task to someone else. My business is a hotel. It is unclear whether it can remain open for much longer. Additionally, many guest have had their credit cards cancelled because it is being to bill to Alabama. That is causing loss of business, overtime for employees to handle the guests' complaints, and stress for the staff not having a fully staffed hotel. As an owner the ability to pay the bank loan is tenuous.Desired Settlement: Figure out how to get credit card batches to settle in my LLC's bank account. They should find all the previous monies outstanding. A reimbursement for overtime, vendor penalties, bank loan penalty, loss of customers, bank interest, and damages.

Business

Response:

Dear [redacted],

I apologize for the delay in responding to this complaint. I was hoping to be able to respond by telling you that the situation has been rectified to the merchants' satisfaction, but, unfortunately, that isn't the case. I have been in contact with the processor [redacted] and have received a copy of the reply that they sent to your office. Unfortunately, there is not much more that I can offer at this point. I can tell you that we have numerous agents working on this merchants issue and slowly, but surely , we are chipping away at the issue and are working towards resolving it to the full satisfaction of [redacted]. The notes attached to this file are extensive and although I have not included them within this reply, they are available should your office need to view them. Our agents are working with [redacted] and they are keeping him informed of all new updates. Please be assured that the situation will be resolved shortly.

Should you require any further information , please do not hesitate to contact me further. I have provided my contact information below.

Regards,

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved

You have not fixed the issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Afternon [redacted]

As per our conversation today, [redacted] has received most of his funds now. We have one more batch to fund and that should be done shortly. One of our agents spoke to [redacted] and updated him and he stated that he wll wait another 1-1/2 weeks to confirm that the last batch has been funded.

Regards,

Dear Sir or Madam,

I am writing to let you know how THOUROUGHLY Pleased I am with Sekure-Merchants Customer Service, and in Particular a [redacted]!!! [redacted] has helped us on Several occasions making our Transition from our Old Provider to Sekure Merchants a Smooth and Enjoyable,…Yes….I said “Enjoyable” Process!!! And I have NEVER had an “Enjoyable” Process of Changing Providers before! [redacted]s Sense of Humor and dedication to a GREAT Customer Service Relationship is Second to NONE!!! We Never have to wait on her, she is always there when we needed her, and has ALWAYS solved our issues Quickly and Painlessly and Always with a Happy and Energetic Attitude!!!

You certainly have a Winner with [redacted], better not let anything happen to her, or I might have to Change Credit Card Companies AGAIN!!!!!!!! LOL……….

Many Thanks to [redacted]!

Review: Sekure Merchant Solutions has been calling our office on and off for a long time now, despite multiple requests that they not call us again. They mislead the front desk staff and lie to get the business owner on the phone. They state that they are calling from our credit card company, that they are calling about our credit card reader, that they are returning my call, that they are calling about our account with them. We do not have an account with them. Despite being told that the owner is busy they call back multiple times in the same day and get unpleasant, pushy and ignorant with my staff. They ignore requests to stop calling. I placed a comment on their Revdex.com profile that they won't stop calling and they will not take no for an answer and they reply that they will remove my number from their carefully maintained list. I did not even list my business name, nor my phone number so that again is a lie.

Every dealing with them and every call is underhanded and dishonest.Desired Settlement: I want this business to cease any and all contact with our medical practice. I would also like Revdex.com to look them up and review whether or not they would like to allow this Business to continue to list the Revdex.com logo on their website and act like they are a business in good standing.

Business

Response:

April, the original feedback in the form of a Revdex.com review on 01/** was addressed and your were placed on the Do Not Call list, we were able to locate the business phone number in our system from the email address you provided in your review. I can confirm that you were placed on the Do Not Call list, as I show no outbound calls were made to your practice as of 01/**. If you feel the issue was not resolved in the original review, please call us at ###-###-####.

Business

Response:

April, the original feedback in the form of a Revdex.com review on 01/** was addressed and your were placed on the Do Not Call list, we were able to locate the business phone number in our system from the email address you provided in your review. I can confirm that you were placed on the Do Not Call list, as I show no outbound calls were made to your practice as of 01/**. If you feel the issue was not resolved in the original review, please call us at ###-###-####.

Review: I worked with [redacted] in August of 2012. She set up a contract for us for credit card processing. The first application had a $25 charge-back fee and a $0.05 batch header fee. We signed it and we were going to move forward, but we later emailed the [redacted] and told her that we will have to cancel due to the high charge-back fee. She then agreed to change it and sent us a new contract with just a $10 charge-back fee, $0.00 batch header fee. We signed the new contract and agreed to continue moving forward with the new account. Unfortunately, more than a year later, we noticed that we were actually being charged $25 per charge-back. In other words, [redacted] submitted and used the original contract with the higher prices, and not the second modified contract she sent us in which we agreed to better pricing. In my opinion, this is fraud. I have all email correspondence confirming everything above 100% in writing.Desired Settlement: We are asking for this company to provide us with a refund of $15 for every charge-back we incur over the 3-year period that we are required to keep this account. We were promised a $10 charge-back fee and we are paying $25 per charge-back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,