SecureNet (WorldPay-SN) Review

SecureNet Overview

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Updated 1/15/2019: According to a company representative, SecureNet is now a fully owned subsidiary of Worldpay. The SecureNet brand appears to have been completely absorbed into the Worldpay brand, meaning that there is no functional difference between the two entities at this time. See our Worldpay review for up-to-date information about this company.

SecureNet (securenet.com) is a merchant account provider headquartered in Austin, Texas, after relocating from Rockville, Maryland. The company appears to have used Veracity Payment Solutions as its payment processor at one point, but it is now a subsidiary of WorldPay. Founded in 1996, SecureNet is a registered ISO/MSP of Wells Fargo Bank, N.A., Walnut Creek, California and Eagle Bank, N.A., Bethesda, Maryland, and is located at 12357 Riata Trace Pkwy, Austin, Texas 78727. Brent Warrington is listed as the CEO of SecureNet.

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Products & Services Offered

  • Debit and credit card processing
  • Tablet-based POS software
  • Mobile phone processing
  • Online payment gateway and hosted checkout
  • Inventory management
  • Recurring billing

Types of Businesses Served

  • Retail
  • Mobile
  • E-commerce
  • Non-profit
  • Restaurant
  • Salons

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SecureNet Rates, Fees, and Costs

Key Points

Swiped Rate Variable
Keyed-in Rate Variable
Early Termination Fee None
PCI Compliance Fee None
Equipment Lease Terms Variable

SecureNet advertises two different pricing structures on its website. The first, called “Pay As You Go” pricing, includes no annual contract, a swiped (card-present) rate of 2.55%, and a keyed (card-not-present) rate of 2.75% plus $0.25. The second option, “Pay Monthly,” offers a swiped rate of 1.65% plus $0.20 and a keyed rate of 2.55% plus $0.20 for a monthly fee of $15.95. According to the company’s website, there are no setup fees or monthly minimum fees, and it does not appear as though the company’s standard agreement charges an early termination fee. The SecureNet website advertises that PCI Compliance is included in its service, but it’s unclear whether this means that the company charges a PCI Compliance fee.

The SecureNet terms and conditions are available on its website (also below) and they describe a three-year agreement. As this appears to be at odds with the company’s claim of no annual contract, it may be that these terms and conditions are outdated. In any event, the company’s contract terms appear to be reasonably competitive and transparently communicated, and there are no merchant complaints about SecureNet’s contract terms at this time. We are therefore inclined to assume that most of the company’s clients are satisfied with their service. See the SecureNet Terms and Conditions.

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SecureNet Complaints & Customer Reviews

Key Points

Total Online Complaints 10 Plus
Live Customer Support Yes
Most Common Complaint N/A

We are currently able to locate over ten SecureNet negative reviews, but none of these complaints accuse the company of being a scam or a ripoff. Most have been posted by former employees of the company, who report a disorganized and unsupportive corporate environment. One was left in the comment section of this review, and it cites a billing issue and difficulty contacting customer support. It received a thorough and helpful response from a company representative. Given the fact that there are almost no SecureNet complaints posted by merchants online, we will assume that the company’s internal issues are not currently affecting the service it delivers. The SecureNet website lists a phone number for customer support and provides an email form, and the company appears to service these lines directly.

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SecureNet BBB Rating Summary

Key Points - BBB

Product & Service Complaints 1
Billing & Collection Complaints 7
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

SecureNet currently has an “A+” rating with the Better Business Bureau and has been accredited since March 2013. The company has received eight complaints in the past 36 months, with one related to problems with its products or services while the other seven had to do with billing and collection. Six complaints have been resolved by the company with BBB assistance, while two were resolved to the dissatisfaction of the merchant. In light of these figures, we have adjusted the company’s BBB rating to an “A-” for the purposes of this review.

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms Yes

SecureNet appears to partner with ISOs and independent sales agents to market its services. The use of independent sales entities is usually tied to high complaint rates, but it does not appear to be a major issue for SecureNet. We are currently unable to find any SecureNet reviews posted by merchants who had negative experiences with the company’s sales team, but there are approximately nine negative reviews online from former and current employees of the company. These complainants describe poor employee support, a high turnover rate, and a lack of organization within the company. While this is a concerning trend for any business, it does not appear to be related to the service that customers experience at this time. The SecureNet website lists several specific rates and terms on its website, but these rates do not appear to be deceptively quoted.

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SecureNet Marketing Example

WorldPay-SN Logo

Our Opinion of SecureNet

SecureNet rates as a reliable merchant account provider according to all available information. Most of the company’s public complaints have been posted by former employees, and the issues described therein do not appear to have affected merchants. SecureNet’s rating may change as it becomes more closely integrated into WorldPay.

We rely on your feedback about SecureNet to keep this review accurate and up-to-date. Please take a minute to tell us about your experience. We and the small business owners of this world thank you!

Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing

I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so built this website to help small business owners research which service providers to use and how to save money on rates and fees. I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers here. I can help you save money with your current merchant account or help you find a new one. Message me here to get started.

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14 Reviews Leave Your Review for SecureNet Below

  1. JACK V VENABLE says:

    This company was once a great processor but not they have changed owners and so much has changed. Customer service is now no existent. The reps have now become stripped of any power to resolve your issue. and now they keep createing fees to add so my cost keeps going up. Beware and do not use this company. They will charge you way more than you agree too.

    From The Editor
    This Post Might Help: Find and Eliminate Hidden Fees in Your Monthly Statement

  2. Daniela says:

    I am absolutely DISGUSTED with secure net. They took 169.99 out of my account for an annual service they never notified me about. They say they sent an email (which I did not recieve). I am beyond livid that they feel it is ok to go from ZERO dollars in a annual fee all what way to $170! Apparently it is too hard for them to send a letter in the mail notifying people of this charge. Please steer clear of them!! They have terrible business practices!

  3. Michael says:

    SECURENET STEALS MONEY FROM NONPROFIT ORGANIZATION! I recently noticed that Securenet was taking $19.99 out of my nonprofit organization’s account for 6 months. I am incredibly financially astute yet it took a visit to my bank to complain that it was a fraudulent charge, and the conclusion was Securenet taking out the $19.99 a month 8 months after I actually requested a “free” card reader at which time we were shopping for a new company to process in person payments that amount to a few hundred dollars a month. I am one that always carefully reads the fine print and would never agree to such a charge given the very low volume of payments the organization processes. I had to call Securenet who refused to cancel it on the spot over the phone and refused to refund the charges, despite after some research that the company failed to provide any type of statements to our organization, either by mail or email provided to open the account in exchange for a “free” card reader.

    I recommend anyone who is looking for a new credit card processor keep on looking because I can name many other more reputable credit card processors.

  4. Ruthie Arellano Drake says:

    Took $30 from my account and now I cannot communicate with my son because they wanted me to send them $1.89 through western union before I could use my $30 that I prepaid for and when I asked them to take it off the $30 I already paid they red flagged my account. I don’t understand how I can owe money to a prepaid service. Makes no sense. I just want to speak with my son.

  5. Mary says:

    I was injured and got to the point where I was no longer running my fitness business and no longer using SecureNet to process transactions. I had hoped to be able to start up again after a few months but this was not the case. I have now not used the dongle or the app in well over a year and half. I noticed a transaction popping up on my bank account for $25 labeled “Bankcard settlement”. Because I have not been running my business I have not used the email associated with it. Apparently securement sent one single email to my business account letting me know this change would be placed on my account monthly. Apparently it has been debited for the last 3 months without me catching it until recently. My bank had no idea where it was from and gave me Wells Fargo ACH number to call and inquire about the transactions. Long story short, eventually I found out it was secure net. I made the mistake of checking the email associated with my former business and saw the single email stating Secure Net would now be charging me. I called to discontinue my account right away and ask for a refund since I have not used their services in 1 1/2 years. I was rudely informed that since I acknowledged receiving the email from them they would not be refunding any of the money they debited from my account. She said it did not matter that I have not used their services and am not running my business. The rep also stated that if I hadn’t received the email they could have discussed other options. So, now, I am out money that I could have used because I checked the email for a business I have not run in over a year thanks to a company with poor communication and customer service. One damn email, that’s counted as being “well notified of a policy change”? Hardly. I will never do business with this company again and will advice other small businesses to avoid them as well.

    1. Anne says:

      I had the same experience as Mary. I had signed up for pay as you go and hadn’t used the service in at least a year. My bank also could not tell me where the charges were coming from. As a last resort I called Securenet to find out if it was them. They said that I had been sent an email stating the new minimum fee. I told them that I didn’t recall seeing an email from them and that a single email – in this day and age of so much junk – didn’t seem like a good enough way to be able to change terms of an agreement. So, even with me NOT finding the email or acknowledging receiving it, they refused to send me a refund. When they did send me a copy of the email from June 29, 2016, it was one small paragraph that looked like a fake – not very legal, not saying when the charges would start, not saying they were changing the terms – just that they would start charging a minimum fee. I think that this should be not be legal, but don’t know where to go for recourse.

  6. Bryan Jenkins says:

    Stay Away – they will add fees to your account and not let you know! All of a sudden it is just debited out of your account and no recourse from them! Not worth the trouble – go with PayPal Pro instead!!

  7. Not Happy says:

    I picked this company based on their “A” rating. What a joke! The “dongle” never worked and neither did the replacement. The user interface was cumbersome, and I never got the thing to work despite multiple attempts and calls to customer service.I finally gave up and picked another company. Now, years later they’ve randomly started charging me fees for not using their crappy product. Secure net is a TOTAL RIPOFF!

  8. Todd Meldrum says:

    Complete crooks. STAY AWAY. Still deducting fees on a business that was sold 3 months ago. Many hidden fees too. John Rubbo sales rep is pathetic. Slow to respond, if he does at all. Way better companies out there. Would NEVER use again.

  9. Judy Burke says:

    I signed up for the Virtual Terminal and the “Pay as you go” account. My first sale was for $1500.00 and the first 3 tries the sale was ‘declined’ by SecureNet. Come to find out the credit card my customer had given me had a different name on it than his name ‘. So SecureNet called me and said I was NOT getting any money. So I did a ‘return’ for the whole amount of $1500.00 BACK to the MasterCard credit card company.
    I asked for $41.50 refund back to my bank account which SecureNet took from my bank account when the transaction was accepted. I thought surely they would give me my money back. So I lost a sale, had to return all the money to the credit card company and the DAMN SecureNet WOULD NOT REFUND the fee they charged me. What assholes !!! People…………go somewhere else. These people are CROOKS !!!

  10. Jack says:

    Today they are not answering their “24/7” customer support line all day and then not returning the message they force you to leave. Fortunately (for me) it was nothing time sensitive, but it is good to know that they won’t be there if you really needed help.

  11. Rob says:

    I’m currently trying to collect money from a sale that was made on my e-commerce store from SecureNet Payments Systems (securenet.com).

    According to SecureNet, my account was closed due to a low balance in my bank account when they tried to charge me for their monthly service fee. I was never notified of my account closure nor of the bounced charge.

    Two weeks later, I make a sale on my website and SecureNet processes it, business as usual. They even collected the transaction fee which is collected from your bank account and not deducted from the transaction income.

    This is 27 days after the initial sale day and I haven’t got paid yet. My (ex) contract states a 2-Day deposit timeframe.

    I’ve called repeatedly trying to resolve this. I’ve asked them why wasn’t I notified of my account closure, their response was and I quote “You’re not a customer of ours anymore so we don’t have to answer that”. That was the manager’s response. I also asked them “If my account was terminated, why did the transaction go through?” Their answer was, “It shouldn’t have gone through.” They admitted it was THEIR fault, and yet I’m the one that’s not getting their money.

    They keep avoiding my calls by saying that the customer rep. has to speak with their manager first regarding my account and that they will call me back. They NEVER called back. The manager also promised to call me himself, and never did either.

    I’m making one last attempt to resolve this directly with them before I let my lawyer handle this.

    If you’re looking to sign up with them, don’t. Learn from my mistakes, don’t fall for their low monthly fees and no contract locking, go with a bank. It might cost you $5-$15 more in monthly fees BUT none of this would have happened.

    1. SecureNet Ops Team says:

      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. SecureNet, 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 SecureNet 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 SecureNet. We are proud to provide the electronic payment processing for SkyRings.com once again and look forward to their continued success with their ecommerce business.

      Regards,

      SecureNet Ops Team

      1. Barry says:

        I have just opened the account and the problem with Securenet / via World pay is they DO NOT NOTIFY customers of their procedures and policies. That created expectations that go unfilled. When I started using the system, they never informed me that the auto settlement was not checked so the card sat in the cue for a week. And then I find out the account is new and needs a review before releasing funds. Bad business practices.

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