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2.2 7 Reviews

Securus Payments Complaints Summary

2 Resolved
5 Unresolved
Our verdict: When using services from Securus Payments with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Securus Payments reviews & complaints 7

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K
7:07 am EDT

Securus Payments Securus

Money has been taken off my cash app account for call I did not make or receive

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12:02 pm EST

Securus Payments Merchant Processing

Right around 2 years ago we were approached by a Securus salesperson. He was very nice and explained to us how he could lower our credit card processing rates if we switched to Securus. We agreed to switch and the salesperson informed us that we needed to lease 2 credit card machines in case our POS system should ever go down - so we could still process credit cards. After all this time - the credit card machines have never even been taken out of the box. I emailed our contact at Securus (Chris Adams) to return them and after much back and forth he explained to me that we have something called a "non-cancellable" lease and that we would have to pay the remainder of the lease if we broke it. He told me that the lease plus their normal monthly fees should always be lower than anyone else's fees - this however is a fraudulent claim. After checking with a couple other merchant processors I see that anyone can match Securus' rates without forcing me to rent something that I don't need. It was never explained to us that we were entering a "non-cancellable lease" and would have to rent equipment for 4 years that we neither want nor need. These guys are crooks and scam artists and prey on small business.

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K
7:21 pm EST

Securus Payments contract violation

I was not told about the 4 year$60.00+a month lease fees until monrhs later. the rates I was quoted and signed up for continued to increase every month until I tried to cancel, canceled and sent defective equipment back and still being charged. They lied plain and simple. I have much more to say, but for njow lets try to get this class action law suit rolling.

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Is Securus Payments legit?

Our verdict: Complaints Board rates Securus Payments highly, signaling it as a legitimate option for users seeking reliable services. Despite this endorsement, the 28% resolution rate for complaints about Securus Payments raises questions. Diligently reviewing Securus Payments's client feedback and resolution practices is recommended for those considering Securus Payments's services, ensuring a comprehensive understanding of its legitimacy and commitment to customer satisfaction.

Securus Payments earns 90% level of Trustworthiness

Excellent Trust Notice: Securus Payments near-perfect at 90% trust. Use with confidence, maintaining usual caution.

We found clear and detailed contact information for Securus Payments. The company provides a physical address, phone number, and 2 emails, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Securuspayments.com you are considering visiting, which is associated with Securus Payments, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Securus Payments's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 28% of 0 complaints were resolved.
  • There was some difficulty in evaluating or examining the information or data present on the securuspayments.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • Securuspayments.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The securuspayments.com may offer a niche product or service that is only of interest to a smaller audience.
  • Securus Payments protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
J
7:07 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Securus Payments Charged bogus fees

This company withdrew over $400 from my checking account without notice or justification. I spoke with customer service several times and they could not give me a straight answer for the charges and also would not reverse the charges. My business name is Melody Memories. I rarely do any credit card transactions and then get his with this charge. I was told in the beginning that I would not be charged any annual fees. I also have a letter stating just that. The customer service representative agreed that I was not suppose to be charged any annual fees.

Interesting that I found this about them on the BBB:

Securus Payments BBB Report | FSecurus Payments is not an accredited business with the Better Business Bureau (BBB). As of this review, the company has an “F” rating with the BBB and has had 96 complaints filed against it in the last 36 months (up from 82 at the time of our last update). Of the total complaints, 45 were filed in regards to advertising or sales issues, 46 stemmed from problems with the company’s products or services, three involved billing or collections disputes, and two were related to guarantees or warranties. Securus managed to successfully resolve 24 of the complaints; the remaining 72 were either not resolved to the customer’s satisfaction or not responded to at all. The BBB has posted a notice on the company’s profile stating that Securus Payments has informed the BBB that it will not respond to complaints filed through the BBB. This explains the high number of unaddressed complaints, but does not reflect positively on Securus in any way. In this case, we agree with the grade assigned.

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aril
, US
Jan 13, 2016 10:10 pm EST
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well I don't know who you are talking about. I have been working with secures for over a year now and they have done everything they promised my business. They have lowered my prossesing cost by about 35% got me out of a horrible program I was with bank of America and have incredible customer service. I would recommend them to any one wanting to save money on their prossesing.

ComplaintsBoard
C
11:16 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Securus Payments Lied To

OH Man did they lie to me! DO NOT do business with them. I am now in a 24 month contract for a terminal i told them I did not want or need and the contract is non cancelable. It cost me 2, 500.00. At no time did I know that I was signing a contract with first data as well. I declined the terminal over and over again before and after the contract yet I was not listened to.

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2:24 pm EST
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Securus Payments - HORRIBLE BUSINESS PRACTICES

These are the worst kind of crooks. Fast talking, promise the world. only because they will try and lease you equipment but they can GIVE EVERYONE FREE EQUIPMENT If you have any association with NICK FANDELL, CHAD WINCHESTER, BRANDON KIGHTLINGER, MIKE ROBIRDS, STEVEN LEMMA, these are all well known DRUG USERS!!! They do not do background checks on any of...

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1:14 am EDT

Securus Payments Do not purchase anything from them, and do not work for these crooks

This company, despite many lawsuits, continues to do business in Canada, and the USA. We got involved with them, they charged us $500. a month for aterminal that costs 2000. They told us our credit card rates would be the lowest, and they are not we are paying double what we had paid. The man that sold us when we called him, told us he no longer worked for them, cause they did not pay him. Since we have started invesitgating we were told that the company First Data, would not work with them, and yet, we cannot get our money back, they continue to take money from our account, and they are continuing to work from the USA. They are crooks, and fraud artists. Do not purchase anything from them, and do not work for these crooks.

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Starlla
, US
May 10, 2016 3:37 pm EDT

In February Jamal Brown came into my business to sale me on Securus and the Clover mini. I am a new business just getting started and discussed with him my financial situation and told him I had just signed a contract for service with another company and if I could get that contract taken care of then I would like to go with the Clover. On February 4 2016 he came in and I signed a contract and told him that I would call the other company the next day to see what I needed to do concerning there contract and then I would call him back and let him know what I would be doing. When I called them they told me what the payout would be and I just couldn't do it right now, I called Jamal back and told him that I was sorry that I wouldn't be able to go with the Clover at this time because I couldn't afford the pay out with the other company, he told me not to worry that they have a program that they can reimburse me for the payout of the other company, I told him that was great but I did not have the money to do the pay out so it wouldn't matter if they reimbursed me and he said again not to worry that he would see what he could do and get back with me. He called me back the next day and said that what they would do for me is once the Clover arrived I would give him a call and let him know and then they would deposit the funds needed for me to pay the other company and he would come and set every thing up for me. He was suppose to send me paper work about this and never did. I finally received the Clover in April. I have called him several times and left messages and E=mailed him, I got one response from him by Email on May 2 2016. On May 6 I called Securus to speak to a supervisor and spoke with David who told me that Jamal was no longer with the company and that he did not see any thing concerning the pay out but would check and see if any thing could be done. Yesterday I called back to ask a few more questions concerning the pay out and my contract and spoke with Monica supposedly a supervisor, I asked her why it took so long for the equipment to be sent and she said she didn't know why. I asked her if she could find out if the other gentleman had checked on the payout and she said that he had and they would not . I asked her if they would honor what their representative of the company had said they would do and she said No, that there was nothing in the contract saying that they would do that so they wouldn't do it. I told her that I had been waiting for Jamal to send the paperwork to me and that I had been trying to get a hold of him with no success and that on the 6th I was told he was no longer with the company and she said that was true that the company had done some down sizing. She said that according to their records the contract wasn't processed until April 12 2016. I had called First Data to find out what it would cost to pay out the contract and was told it would be $4123.43 if I keep the machine and $3744.14 if I return it. When I told her this and that it might be a good idea to have their people let potential new clients know the cost of the pay out if they decide at some point not to continue she said that they do. I told her that Jamal never gave me that information and she said that they have a signed lease agreement with it on there. I went through every piece of the contract trying to find what she was talking about and found nothing. I made the copies myself as I signed them and she said she didn't know why he didn't give me a copy but that I signed it and they were not going to be able to do any thing for me. She was very rude with the way she spoke to me and short. I understand that she personally did not lie to me as apparently Jamal did but you would think that if some one who is representing their company is telling people one thing and doing another they would want to take care of it. I told her that he was making the company look bad by doing this and she did not care. I just called back to have them send me a copy of the signed lease agreement and Monica was unavailable so the gentleman that I spoke with could not confirm what she told me about the contract not being processed until April 12, 2016 but did say that she would send that information along with a copy of the signed agreement that they said I signed. I would absolutely never have signed any agreement stating that I would pay $4 thousand plus dollars for any thing, that is not something that would be financially doable for me. I should receive it soon, hopefully . I would not recommend this company at all to any one. They do not seem to care about there clients or their clients businesses. It seems that they intentionally mislead you to get your business. They have very bad customer service. I don't think First Data is to be trusted either, if they are willing to do business with a company as dishonest as Securus then I don't trust them either. I would not recommend either of them.

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Kitchen cabinets inc.
, US
Apr 21, 2016 12:14 am EDT
Verified customer This comment was posted by a verified customer. Learn more

David,

like I have mentioned this is the fist time I have seen your letter.

In addition I have to say, you know that I have send my cancellation letter 01-18-16 via email and via fax,

you could have followed up either with a phone call or in other ways.

You seamed to me that you are a very observant person, we could have saved all this back and forth.
This company is very difficult to deal with, I have send them a cancellation letter on 01-18-16 and they have done nothing.
Securus Payments appears to utilize in-house telemarketing and independent sales agents to market its services. Though common in the credit card processing industry, the use of independent sales agents is often a cause for complaint among merchants, as it can be difficult for any company to regulate the conduct of its independent sales entities. Securus appears to be no exception, as we have located numerous negative Securus Payments reviews that describe misrepresentation of rates, nondisclosure of terms, and aggressive or manipulative tactics by Securus sales agents. Additionally, some of these complaints have been filed by former employees of the company, who allege a lack of support for agents, non-payment of owed residuals, and an unprofessional workplace.
I can not recommend this company at all.

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aril
, US
Jan 13, 2016 9:51 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I am happy to say that I truly love this company. They took me out of a horrible relationship I was with . They lowered my current prossesing cost by almost 35% and on top of it they provided me with a guarantee letter that my rates will never go up and guess what they have never gone up. I have a local rep here in fort myers that is as good as they can get . he calls me and checks up on my business all the time the customer service is the best I have ever delt with and to top it off they paid off my previous lease before they sign me up on mine. if any one is reading these comments I will urge you to take the bad comments here with a grain of salt. I personally have had an immaculate relationship with this outfit and would recommend them to any one looking to save some money on their prossesing cost.

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aril
, US
Jan 13, 2016 9:42 pm EST
Verified customer This comment was posted by a verified customer. Learn more

i have been working with secures for 1 year now everything they told me has worked I and extremely happy with how they take care of any issues I have. My money goes into the bank in 24 hours and never late. I have no idea who you all are talking about but its not the secures payments I work with. I have a local rep here in florida and he takes care of anything I need. Hell I have called them at 12 midnight one time by mistake and he took my call and I was the one appologising for calling so late.

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disgustedwsecurus
St. Clair Shores, US
Dec 02, 2014 10:48 am EST

I signed a contract with securus on 10-15-2014. Just about everything they promised or listed on the contract was false. They sent a terminal that would not communicate with the bank. I needed to get an Ethernet line installed before it would work. This took almost a week. During this time of no charges put through on their equipment, I received a charge for lease payment and a monthly service charge. They promised to send a check to cover these costs, still waiting. They promised to update their terminal to accept my loyalty program, still waiting. They promised their terminal would accept debit cards, it doesn't. They promised to send two cases of credit card paper(144 count) still waiting. I am currently fighting with Fist Data(leasing company) to get out of this lease

anonymousGuyx
anonymousGuyx
Carney, US
Jul 31, 2014 11:41 pm EDT

I agree, I worked for securus 2 years ago. I'll tell my experience. TO ALL BUSINESS OWNERS ATTENTION: The free debit processing program is BS. Us telemarketers are trained to pitch you a script written by their manager. The managers and Ryan brown are LIARS you DO NOT get funds the next day it takes 36 hours. Your interest rate will most likely be higher than 2.75% which is more than square and mercury. However your trained to pitch a 0% interest rate with no fees (WHICH IS AN ABSOLUTE LIE) you'll be paying more in fees than you did with the company you used to have. Listen to me... do NOT consider a meeting with a rep. Its a pyramid scheme, and unfortunately the poor suckers working the phones are tricked into being apart of it.

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Premier Auto & Accessories
Culpeper, US
Jun 20, 2014 12:27 pm EDT

I signed a contract with SECURUS on April 2, 2014. They promised to pay off the remainder of the contract I had within 30 days of signing their contract. I have been calling them every day for the past 2 months and have gotten no where. The manager, Chris Adams, promised the check would go out today, then tomorrow, then the following day and I have yet to receive anything. I'm a small business owner, and my business is suffering from the double dipping from both financial companies. SECURUS don't care, they will tell you whatever you want to hear. They are a fraudulent company and NO ONE should fall into their trap. We need to expose them.

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jpsvaporshop
washington, US
Jun 16, 2014 1:05 pm EDT

Also the salesman name was Tim brinker of Washington mMissouri and the CEO of securus payment is nick fandellfandell [protected]. Nothing but crooks.come get me like you said nick.bring the suits.I'd love to expose you in court and on fox news and CNN buddy.please make my day nick.

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jpsvaporshop
washington, US
Jun 16, 2014 1:00 pm EDT

I recently signed a contract with these people.when they sent the terminal it did not come with a merchant I'd.I called customer service and waited for over a half hour and finally they answered and I asked about my contract and how they promised me a certain amount to close my merchant account.they said that if I didn't have it in writing that it never happened.so I cancelled my account.they I called the sales man who came into my place to tell him to bring back my check and my personal info.he called me back and said he was going to come to my place of business and beat me up or come to my house and do harm to my family.and then the CEO of secursecurus payments called me and threatened to sue me if I did not honor their bogus contract and told me that he hopes i have a real ### life.buff said...

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JSteven
Mobile, US
Jun 03, 2014 7:00 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

They recently withdrew $400 from my checking account and would not do anything to fix it. Nor could they explain the charges. This is a bogus company.

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Contact Securus Payments customer service

Phone number

+1 (866) 649-1324

Website

securuspayments.com

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