Cayan, LLC

This customer reached out to us to cancel the account on May 19th. A member of our Customer Advocacy team spoke with the merchant and sent the customer a link by email in order to complete the cancellation of the account. It appears as though the customer never completed that link that was sent....

Yesterday, 7/13, another member of our Customer Advocacy team spoke with the customer and re-sent the cancellation link. This was completed so the account is now closed. The Customer Advocacy associate also put in refund for the merchant for the previous two months of fees totaling $133.70. Hopefully this alleviates the customer's concerns.

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. 
 Someone did call me the day I submitted the complaint, unfortunately I missed the call. The representative left a message and I have tried 4 times to contact her and left 2 messages with no response back from anyone at cayan.
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]. . 
I did not sign a contract with Cayan. Additionally, Cayan DID withdraw 29.90 from my checking account on November 20, 2017. I did not refuse a refund yesterday. I was told by the representative yesterday that I needed the full descriptor number before she could offer a refund and she asked me to call back. She was actually very kind and helpful. The group owners sent the email in September letting you know I was no longer withthe group- I would like to see a copy of that email. You did not receive a response from me because I NO LONGER WORKED THERE. i would like a refund of $209.30. 
Regards,
[redacted]

Hi [redacted],Your account is currently closed and you don't owe us the $236.00. Unfortunately we don't produce statements that reflect $0.00; however we can send you an email for your record keeping - that states that you don't owe us the $236.00.Best regards,

Hi [redacted],This is to confirm that we have received and acknowledge your December 31st cancellation and the attempt that you saw at the beginning of this month was for month ending December 31, 2015 as we don’t prorate fees. That said, you will not be charged for January fees which are debited in February and or any month end credit card processing fees going forward. Best 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. 
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 call. Seems as the only time I get a response is when I reply to the complaint I left with the Revdex.com.
Regards,
[redacted]

Hi [redacted], Can you please forward this invoice over to us; so that way we can get more detail as to what the charge may be for.Best regards,

Customer is correct in that he did receive incorrect information as to when his funds would be deposited. We can confirm that a senior member of our research team spoke with the customer, clarified exactly when the funds would hit the customer's account and that the funds have now been received by the customer. We have followed up with the employee and their manager that conveyed the incorrect information re: the funding time frame and our Operations management team is working to improve and streamline the process for our customers as we understand how crucial it is for our customers to receive their funds in a timely manner.

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. This company stop paying us as they know we are startup business need payout to ship customers product. They keep on holding our funds and they hold aprox $35000.00How a startup business can bare this huesexpanses. we tried to call so called risk department however all the time given number was on AM all the time and never received any call back. what ever amount they transfer to our cheeking account, we could use that money to ship the product however they started debiting our account and the debit in total $7000. Is any one can tell me how can we ship product to customer without money so we suggested customers to call there bank and get the money back from these scammers.  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]. I wont be home then I am in [redacted] until Wednesday 17th I will be in cell service on that afternoon or home phone. Home [redacted]  cell [redacted] thank you
Regards, [redacted]

Hello Ms. [redacted],Our sincerest apologies for this inconvenience. On your statement for December 2013, we announce this new feature free for the month of January. Please see attached statement, as a courtesy I have opted you out of My Advantage Portal and removed the fee of $6.95 from your account. In...

addition to the refund of $41.70, I have refunded the remainder amount of $62.55. You will see the refunds in your account within 30 business days. This total refund of $104.25 will cover the months Feb 2014 to April 2015. Please give me a call at ###-###-#### . I have also left you a voice message on your phone.

Hi
[redacted],We
have a signed application by you and the IP address for the computer location
where the application was completed and signed and it appears that the address
is yours. Beyond us welcoming you with the welcome email you referenced and
acknowledged receiving; we also have a call from...

you on 8/20/2014 with you
acknowledging your account with us and asking us to go over the rates and fees.Regarding
cancelling your account we also spoke to you on 12/11/2014 explained over the
phone that we would email you instructions on how to cancel your account and
the account was never closed by you. That said, we are willing to refund you
for a partial amount of $250.00 please expect to see a check sent in the mail
to address you have listed.Best
regards,

To whom it may concern,You said that I only made a call on 8/10/15.  Actually I made 5 calls that evening.  6:00 PM call lasted 18 minutes-----6:17 PM call lasted 2 minutes----- 6:19 PM call lasted 18 minutes----- 8:53 PM call lasted 3 minutes----- 8:55 PM call lasted 6 minutes.   I finally got an email to reset password at 8:59.  The link did not work.   I also had sent emails to your company on 4/20/15 at 10:55 AM stating that I was unable to get into my account and on 6/10/15 at 7:26 PM asking for help to reset the password.  I got no response either time.  This does not include the multiple times I tried the link that I had.  The reason I went with Cayan for my service was because I was told that you had an A+ rating with the Revdex.com.  I thought that meant that I could trust your company.  I understand that your company is only there to make money.  I also know that the $700 you took from me was a small fortune to me but just a drop in the bucket for your company. I have had to close the business because it was not able to pay the billsand make a profit at the same time.If I could have seen my statements I would have know something was wrong immediately since 1 month your company took way more money than I took in.  In October of 2015 the credit card sales were $46.52 and you deducted $64.44 from my account.  Please do not act like I did not try to get to my statements.  Also, I was never notified by email, phone or any other way that there was a number missing from my TIN I am again asking that you refund all $700.  If you will send a fax number and who to send it to I will send a copy of my retail certificate with my number on it. I was sent an email on the 13th telling me to fill out the attached form to give the correct information but the form was not attached.  [redacted]

Hi [redacted], We received your bank change and have processed it immediately. You'll receive a deposit for anything held within 3-5 business days minus any monthly fees that your bank has rejected. Please note that your normal funding timeframe is 1-2 business days and it's possible that you'll get your most recent settlements a day or two before your held funds.Best regards,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the...

response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
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. 
**Apparently there is something missing from your companies emails that cause a complete block from our system, i.e. doesn't go to spam, wont come through at all. Please read note from our email/web host so you can show your tech team. Incredibly frustrating that after 15 days, I still cant get something from you guys! Not understanding why you cant pick-up a phone, send a fax, email doesn't work. How does someone actually cancel your service, or is that the point....you collect monthly fee's because companies cant close out with you, hmmmm. From our tech team----We found messages from [email protected] ONLY [redacted], none what so ever to [redacted], so them saying they were sent is not right. the email sent to [redacted] were blocked due to cayan.com missing an SPF record on their server.We've made an exception only due to your complaint on this matter so that future messages from cayan won’t be blocked. Pleasehave the sender resend the email now, inform them of their own internal security issue (scary for a credit card co.!), and we would advise for your companies internal safety to allow us to re-block ASAP once you've resolved this issue.
Regards,
[redacted]

Hi [redacted], I apologize about your experience you’ve had so far. We don’t show a record of you calling in January 2016 to close out your account; however as a onetime courtesy we are willing to refund you the amount you were charged on 4/4/2016. Please note this refund will come as a check and will...

be sent to the address that you filled out in this complaint. We have also sent you a separate no-reply email with instructions on how to close out your account. Please complete the cancellation in order to avoid additional charges Best regards,

We saw and responded to the customer's review earlier today. Our manager of Customer Advocacy reached out to assist the customer, we left a voicemail as well as sent an email. The customer responded to the email saying "you're too late." If customer would like further assistance he can respond to...

the email or call managers direct line which was included in the email that was sent.

This customer did not receive the equipment they ordered in the timeframe they were expecting. We attempted to resolve the issue through rush delivery and sent the order out. The customer was not satisfied and chose to close their account with us. We let the customer know we would be sending out...

call tags to return the equipment to us at no cost and when the equipment was received back we would issue a full refund. Last week we confirmed receipt of the returned equipment and issued a refund for the full amount, $568.90, back to the customer's card. This occurred on Nov 10th. Refunds typically take 3-5 business days to be credited back to credit cards. Friday Nov 11th was also a bank holiday The refund should be appearing on the customer's credit card before the end of the week.

This issue stemmed from the customer's bank stopping payment. In order to reinstate we had to receive documentation from the customer and the customer's bank. After rejecting the documentation due to it being incomplete the customer requested we deposit the funds into a different bank account. We've...

communicated with the customer throughout this process and we have confirmed with the customer that the funds were released.