|Sales & Marketing|
|Costs & Contract|
|Complaints & Service|
SecurePay (SecurePay.com), aka: Secure Pay, is a wholly owned subsidiary of Calpian Commerce. The company was originally acquired by Pipeline Data in 2002, but when Pipeline went bankrupt, Calpian purchased Pipeline’s assets and took over the SecurePay brand. Possibly based in Alpharetta, Georgia, SecurePay is not a merchant account provider itself but, instead, a payment gateway provider for Calpian’s credit card processing services. SecurePay should not be confused with an Australia-based company called SecurePay (securepay.com.au), which appears to be a completely unrelated organization.
Although the SecurePay website lists Pipeline Data’s old Georgia headquarters as the location of SecurePay, the Better Business Bureau lists the company’s address as 1515 Hancock St, Quincy, Massachusetts 02169. The company is a registered ISO/MSP of BMO Harris Bank, N.A. of Chicago, Illinois, Meridian Bank of Devon, Pennsylvania, and Wells Fargo Bank of Walnut Creek, California. Norma Ramgopal is listed as the director of risk at Calpian/SecurePay.
|SecurePay Products and Services||Industries Served|
|Key Points – Sales & Marketing|
|Uses independent resellers?||Yes|
|Promotes deceptive rate quotes?||No|
|Discloses all important terms?||No|
SecurePay’s services appear to be marketed primarily through independent distributors and resellers. The company’s credit card processing can also be obtained directly from SecurePay, or as packaged with a merchant account from a third-party processing company. SecurePay does not appear to utilize any deceptive sales tactics, but a few of the companies with which it is associated have suffered complaints regarding misleading marketing and sales practices. Given the lack of SecurePay complaints that accuse the company’s sales team of deceptive tactics, we are assigning it a grade of “A” for the time being.
|Key Points – Costs & Contract Terms|
|Keyed-in rate:||.25%-1% plus $0.25|
|PCI compliance fee:||Variable|
Pricing and contract terms of SecurePay’s services may vary depending on how the account was obtained and by a merchant’s business type and processing volume; however, the company’s standard pricing when combined with a Calpian Commerce merchant account appears to be more expensive than average.
Since Calpian owns SecurePay, the company essentially “double dips” by first charging the transaction fees for the Calpian merchant account. Then SecurePay tacks on an additional 0.25% for “Qualified” transactions or 1% for “Mid-Qualified” and “Non-Qualified” transactions (the most common type of transactions), plus an additional $0.25 per transaction. This means that merchants processing with Calpian Commerce through the SecurePay payment gateways could be paying upwards of 4%-5% per transaction, which is extremely high. It’s unclear if the additional monthly fees are a combination of Calpian’s and SecurePay’s fees, or if merchants will experience different monthly fees from both companies.
Based on merchant reports, SecurePay may also charge an Early Termination Fee (ETF) in excess of $400 for cancelling service before the expiration of the service agreement. As of this review, the length of the standard service agreement is unclear, and it’s not apparent whether the ETF is charged by SecurePay or the merchant account provider. Merchants are advised to thoroughly read all agreements before signing.
|Key Points – Complaints & Service|
|Live customer support:||Yes|
|Most common complaint:||Hidden fees|
SecurePay has a moderate amount of complaints for its size and time in business, most of which were posted before 2013. Most of the complaints also name its parent and sister companies, such as Pipeline Data, Cynergy Data, and Charge.com. The common themes in many of the complaints are reports of surprise/undisclosed fees, holding of funds without notice, and poor customer service. When researching SecurePay complaints, merchants should be sure to search for both “SecurePay” and “Secure Pay.”
|Key Points – BBB Report|
As of this review, the Better Business Bureau is reporting no rating for SecurePay and stating that the company has not received BBB accreditation. It’s important to note that complaints about SecurePay may end up on the BBB profiles of Calpian Commerce, Pipeline Data, or Cynergy Data in error since these appear to be the parent companies of SecurePay.
The SecurePay BBB report currently shows a total of zero complaints filed within the last 36 months, which is down from seven complaints as of our last update. It seems unlikely that these complaints have all become outdated in the intervening months, so it’s possible that the complaints were moved to the profiles of SecurePay’s partner companies. Although seven complaints in three years is not an alarming figure, the very low scores for SecurePay’s parent companies and the relatively recent addition of a BBB grade for SecurePay compelled us at that time to adjust the BBB’s rating to a “C.” Given the current circumstances, we have elected to slightly adjust that rating to a “B” for the time being.
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This review was originally published on 6/28/12 and was last updated on 6/5/15.
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