Cayan, LLC

We can confirm this merchant did call to cancel their account back in We never received the cancellation paperwork back from the customer which is why the account was never actually shut down, however as the customer never used the account after that cancellation request was made we're having our research dept calculate what the total refund back to the customer would be, at which point we will reach out to the customer and confirm the best way to issue a refundWe can confirm the customer's account was official shut down in Aug

This customer successfully cancelled their account with us in Sept, the fees that were assessed in early Oct were the final month end fees from Sept as the merchant cancelled mid-monthHowever as the customer hadn't actively used the account for a number of months prior to cancelling we're having a member of our Customer Advocacy team reach out to confirm we'll be issuing a full refund of the fees in questionWe hope this answers any questions and satisfies the customer's concerns

This customer has been with us since and is priced extremely competitivelyWe've been in communication with the customer throughout the week regarding the pricing of his service agreement and as a gesture of good will for having been a longstanding customer we reviewed the pricing structure of his agreement and and offered to lower it though he has yet to confirm he'd like to accept our offerThe customer was billed a yearly industry fee on this last statement that he has paid each year since the industry mandated the change and it is detailed out in the service agreement with usThis is not a fee we can refundThe customer is not in a contract with us and will incur no penalties or fees if he chooses to terminate his service agreement with us should he find another company that better suits his business's needs

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [If you are rejecting the business's response please enter your rejection comments here.] MyRegards, [redacted]

Please give me a good time to call you backThank you!

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I'm confused by your letterwhat is there to disagree with? listen to the phone callsI have emails back and forth with your director of operationsI have emails I sent to a sales rep out of desperation and frustration when your director of operations instructed your client services department not to speak to me for about a month even though I was a paying customerbased on my experience I'm not expecting anything do be done but lets be very clearits not a matter of disagreeing, its a matter of cayan not wanting to look into itwhat have I stated that you perceive to be false? your supervisors lying to me? your director of operations lying to me? the fact that I'm getting blamed because your customer reps are giving me information? I lost a half a day of credit card sales and I had to turn customers away that Saturdayand instead of owing up to it, your director of operations actually suggested that it was my faultand again, this is a very small sample size of what your client service deptis likewhen I originally spoke to the director of operations, I asked to speak to his supervisor when he started making excuse for his supervisorsI was then told you can cancel your services todayI was hung up on because he had to spend minutes on the phone with me when he got caught in another lieive had to spend hours on the phone with you guys on multiple occasions because I was given informationso yes, I was upsetif you don't want your customers upset, don't lie to themand certainly do not have audacity to insinuate that their liars simply because your customer reps aren't doing their job properly Regards, [redacted] ***

This customer did sign a contract with us back in March of As such they should have a copy and be aware of the terms of serviceThe customer sent an email to us in Sept indicating her practice moved, we responded both by email and phone but received no responseIt is the customer's responsibility to terminate their accountYesterday the customer called into our contact center regarding overdraft fees she incurredCayan was actually unable to debit our monthly fees due to insufficient funds for the past monthsOur customer service rep offered a refund of months as a goodwill gesture however the customer refusedWe will not be issuing any additional refunds as it is the customer's responsibility to close their account, on top of the fact that we reached out to this customer and received no response and were also unable to debit the fees owed to us due to insufficient fundsWe will be force closing this customer's account

One of our representatives just spoke with the customer and it sounds like there was a simple misunderstanding regarding the status of his accountsBoth accounts are now closed

This issue has been resolved for the customerThere was an issue with the bank account on file which caused the account to rejectThe routing issue has been fixed and the amount in question has been funded to the merchantIn addition we've also issued a refund to the customer for the reject fee

Hi [redacted] , Please attach a document of your bank statement; we are unable to accept the screenshot that you providedWe understand your frustration and as soon as we receive the attached document we can move forward in sending you a check for the disputed amountBest regards,

This customer attempted to run a transaction significantly higher than the average transaction amount specified on this service agreementIn order to prevent against fraudulent transactions Cayan requests an invoice and recent bank statements from customers when an unusually high transaction is being attemptedCayan reached out multiple times to this customer requesting this information and got no replyEventually the customer reached out to us inquiring as to funding an upon being told we need additional documentation to support the transaction the customer became irate an abusive with out customer service center representatives and then terminated the callThe requested invoice was never receivedThe customer then called back in several weeks later inquiring about fees assessed to the account which were standard month end service and transaction feesThese fees are detailed out in the service agreement and will not be refundedA member of our customer advocacy team will be assisting this customer in closing the account

Hi [redacted] ,I apologize for any inconvenience we may have causedI do see that you requested to cancel your account on May 28, 2014; that said I will closed out your account so you don’t incur any additional fees (please note the last debit you received on/around November 1-5, was for month ending October 31, 2015)We don’t prorated fees and you are responsible for the month that you cancel in; therefore the refund will be for months (June, to October 2015) at rate of $each month= totaling: $This will come in the form of a check to the address that you have entered into this complaint; which is also the same one we have on file.Best regards,

Hi ***,I apologize about any inconvenienceWe will refund your requested amount and this will come in the form of a checkPlease note it will take about 7-business days for you to receive this in the mail.Best regards,

AFTER FILING A COMPLAINT EARLIER TODAY (shown below) I DISCOVERED ADDITIONAL MONIES THAT ARE BEING HELD BY CAYAN IN THE AMOUNT OF $WHICH I NEVER RECEIVED, RESULTING FROM A SALE WHICH DEBITED MY CUSTOMER'S CREDIT CARD FOR $ON 11/9/I AM AMMENDING THE TOTAL AMOUNT REQUESTED FROM $(HELD ON 12/16/TO INCLUDE $(HELD ON 11/9/FOR A TOTAL DUE OF $THE FOLLOWING COMPLAINT WAS SUBMITTED EARLIER TODAY: I have a merchant account with [redacted] which is now CayanI processed a customer's credit card in the amount of $on 12/16/and subsequently received notification that the sale had batched, indicating it would be deposited into my bank account with 2-business daysI never received funds (verified by my bank) and called Cayan regarding the matter on 12/23/After a lengthy hold, I spoke with "***" in Ireland and was told there was a hold on my bank account which I disputed due to the fact Cayan is routinely taking monthly funds from my account, including their percentage on the $they are currently holdingUltimately, [redacted] did not have any answers to my satisfaction and said she would have a supervisor call meAs of 12/29/I hadn't heard from the aforementioned supervisor and I set out to contact my bank to confirm that there weren't any holds on my account, which they did and they were also willing to discuss it with Cayan if neededI then attempted to contact Cayan two separate times and was on hold for over an hour and finally gave upI am not able to process any more sales through Cayan at this time as I will not receive my fundsI want the $I am due and I have invested an inordinate amount of time trying to settle the matter with Cayan but it would appear they have the upper hand as I cannot speak to anyone with the power to resolve the matterI am seeking the $paid to me by my customers via a credit card purchase, which was processed and is currently held by Cayan

We've had a member of our Customer Advocacy team reach out to the customer, we'll be issuing a full refund to this merchant

Hi [redacted] , Cayan has no control over a cardholder/customer disputing a chargePlease note that a [redacted] cardholder has up to months to dispute a chargeFor this particular $ [redacted] chargeback it was temporarily found in your favor; however your customer and their issuing bank reopened the dispute and submitted a claim with [redacted] and this caused the chargeback case to go into arbitration The outcome of any arbitration case gets determined by the card brand and because this is a [redacted] card; [redacted] gets to make the final decision (any decision made by [redacted] or any card brand cannot be overturned) [redacted] found this dispute to be in your customer/ the cardholders favorWe apologize but unfortunately Cayan cannot override ***’s decision Best regards,

The full refund amount has been approved in our system and a request has been made to our accounts payable dept to get this refund pushed out as quickly as possible

Hi ***, I apologize about any inconvenience this may have causedWe tried contacting you today at the number we have on file and left a message to help get this resolved for youPlease give us a call so we can assist with sending the funds back to your bank accountBest regards,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Respectfully, it has been more than two weeks since I sent form Rand nothing has changed Every time I call they say they can't find the form that I emailed to them Then they say it takes another five business days after I send the form for the deposit to be made This may be some kind of delay tactic I reiterate that as of this moment I have not received one penny from the credit card transactions we have made and I would like a full refund of $along with the charge amount of $for a total of $ Send a check because Cayan seems incapable of making an electronic deposit that other credit card processors have no trouble doing and I know because I am working with two other companies and they don't have these problems Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I was not available at the time I was called, I have called them back several times and left several messages, I also have left a message asking to please leave me a good time to call in case I do not get to the phone when they callSeems as the only time I get a response is when I reply to the complaint I left with the Revdex.com Regards, [redacted]