Complaints

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid jpay $40 to Jpay/Securus and I do not know how to go about getting a refund. Please help

  Business response

  02/28/2024

  The inquiring party has filed a complaint against the wrong organization.We have no affiliation with JPAY/ Securus. Upon a quick ****** search, I found that JPAY/ Securus is a service provider that allows consumers to send funds to inmates in prison. Our company Securus Payments is a merchant services provider for business which allows them to accept credit card payments for goods or services rendered at this business.  Please direct your inquiry or complaint to the business which you transacted with. Their website is **************************;

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I own a small business in *********, ******. I was approached by ***** *** an accountant executive for Securus Payments to see if I would be interested in changing credit card processing companies in March of 2015. I agreed to the transition to their company. In March of 2019 I decided to go with a different credit card processing company, so I returned their equipment and requested the forms to cancel my account with Securus. I would have faxes the forms to the number on the business card that was given to me by the account executive I was doing business with. I no longer have a copy of the form or the transmit receipt from canceling my account, and Securus Payments does not have it on file as their fax records do not go back that far, and they are stating that the fax number on the business card was not affiliated with them yet phone numbers are direct lines to what is now Evance Processing. They have been charging my business $81.80 a month since the cancelation in 2019 which just came to my attention on 12/5/22. I spoke with someone at the company on Monday trying to see why the account was never canceled and to see if I could be reimbursed the funds that have been taken since cancelation. They were not willing to help other than to send an email to myself with a new cancelation request form, and a bunch of excuses as to why they are not responsible for not canceling the account in 2019.

  Business response

  12/12/2022

  Securus Payments was purchased in 2016, one year after ************** opened her merchant processing account. The sales rep that she refers to, ***** ***, in the compliant has not been employed with our organization since the acquisition in 2016. The customer service phone number for our ********************** Merchants remains the same and is located on the merchant processing statement.
  ************** called into our help desk on 03/07/19 and spoke with our customer service rep by the name of ***********************. She advised ******* that she wished to close her processing account. ************** was advised that a cancellation form would need to be completed and returned to close the account per the merchant agreement. A cancellation form was emailed to ********************. This form was sent via PDF to the merchants email address. The form was never completed or returned therefore the account remained open. The merchant did not contact our office again until Dec 2022 regarding the billing charges for her account. We asked for a copy of the cancellation form she submitted or a fax confirmation that its was return to our office. She was unable to provide this to us. Another cancellation form was provided to *************. She was informed that she needed to complete and return to close the account. The form was completed, returned and the account closed upon receipt.
  As per section **** of the terms and conditions of the merchant processing account located on page 27:
  The initial term of this Agreement shall commence and shall continue in force for
  three years after it becomes effective. Thereafter, it shall continue until we or you terminate
  this Agreement upon written notice to the other, or as otherwise authorized by this
  Agreement. Should you fail to notify us in writing of your request to terminate you
  acknowledge and agree you will continue to be charged fees pursuant to this Agreement
  notwithstanding non- use of your account. If you have an equipment lease, termination of
  this Agreement does not terminate that equipment lease.
  
  Additionally,page 25- Section ***** of the terms and condition state:
  You agree to promptly and carefully review your merchants statements or other
  documents provided or made available to you (physically,electronically or otherwise
  provided by Us or others) reflecting Card transaction activity,including, activity in your
  Settlement Account. If you believe any adjustments should be made with respect to your
  Settlement Account, you must notify us in writing within sixty (60) days after any debit or
  credit is or should have been effected or such shorter period as provided in the terms and
  conditions that govern such account. If you notify us after sixty (60) days, we shall have
  no obligation to investigate or effect any adjustments. Any voluntary efforts by us to assist
  you in investigating such matters shall not create any obligation to continue such
  investigation or any future investigation.
  As a courtesy to the ************** in an effort to resolve this compliant, we have agreed to refund the merchant billing charges the last 2 months of merchant statement dues.  

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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