Cayan, LLC

Hi
[redacted],I
only have record of one card reader being ordered, which is an [redacted]. I can
have someone from our technical support contact you to purchase more and also integrate
your equipment. if you would like. Please also note we don’t see [redacted] tab
pro readers. 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 already submitted all paperwork back in November on top of mailing it in to the address you just gave me. I have proof of the emails sent to Cayan on 3 separate occasions to 2 different customer service reps...I also called on dec the 8th and a customer service person told me they received my info and I would not be withheld from. Because of cayans  error I am now out 13,000 and counting. 3000 of which I will not see till they year 2017. Your company has put me in an extremely bad situation. 
Regards,
[redacted]

Better Business...

Bureau:
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]. when you consistently waste my time and money, I tend to get upset. with all due respect maybe the issues is your director of operations? its one thing to be given incorrect information time and time again but when your supervisors and director of operations lie to me on a consistent basis, its really hard not to get upset. I could write pages on the issues ive had with you guys but its clear that it trickles down from your director of operations. I shouldn't have to waste my own time to find out why I had a chargeback because both cayan and the third party you use gave me incorrect information. what I find insulting is that one of your supervisors had the audacity to insinuate that I was making this up. I find it more insulting that the resolution was that you were going to pull the phone conversation when you had no intention of doing so and never did. just listen to the phone conversation I had with your director or operations on april 1st. I was told by one of your customer service reps that my service with you guys would end at the end of the day Saturday april, 1st. I specifically asked him if my service would stop effective april 1st at midnight. he said no. as it turns out my services stopped around noon that day. when I spoke to your director of operations, he actually blamed me and asked how I didn't understand what effective april 1st meant. again, I can write pages upon pages. what ive learned from dealing with your company is that theres no repercussions and sense of responsibility with your customer service reps all the way up to your director of operations. when I complain about your supervisors not only lying to me but accusing me of lying when they have no answers, your director of operations makes excuses for them and calls them 2 of his best people. if you don't want your customers getting upset, how about considering that my time is just as important as yours and I shouldn't have to waste hours and hours because you allow this to occur at your company. these are just the latest examples. ive had so many issues with you guys. I don't like wasting my time nor do I call in upset unless you guys go out of your way to lie to me and make me have to call again and again because the culture at cayan is to simply lie to your customers because theres no repercussions.
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. 
 
Regards,
[redacted]

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]

Hi [redacted],I apologize for any inconvenience the 28% is still being held. The withholding letter that you received should have a number or address that you can send it back. If this is your 1st notice you can upload the form to: [redacted] .If the letter is your 2nd notice you’ll need to...

fax or mail the letter to:Mail[redacted]Fax[redacted]Once the information is corrected the 28% withholding will stop. Once you file your taxes you’ll get the funds that were held back provided you have sent the W-9 back and your legal information is correct with us. When sending please include a coversheet with the 15 digit merchant number, tax filing name, and address on the accountBest regards,

Cayan has never communicated to our customer's that they are locked into a rate as that's just not possible. As the card brands increase their interchanges costs we occasionally have to pass those costs along to our customers. This is explained clearly in our service agreement. Our service...

agreements generally do not have cancellation fees on them so it's in Cayan's best interest to keep our customer's priced competitively because they are free to leave at any time. We do notify all of our customers on their monthly statements 3 months before any sort of rate change takes effect. One of our Customer Advocacy team members reached out to this customer today and we're happy to report that we were able to work with this customer and reduce their rates. Our customers are always free to contact us if they have concerns regarding their pricing and we will always do our best to ensure our pricing remains competitive.

The customer is correct that funds were held longer than intended. When a customer runs a transaction that is significantly higher than what was indicated on the application as the average sales volume we hold that transaction's funds until we can confirm it was a legitimate (ie. not...

fraudulent) transaction. This is done as a safeguard to help protect our customers from fraud. We did confirm the transaction as legitimate however upon trying to release the customer's funds there was a system error that impacted a small subset of our customers. We apologize for the inconvenience this has caused. We wired the customer their funds in light of this unusual delay.

Hi [redacted],I apologize for any inconvenience we may have caused. I 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, 2015 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 16 months (June, 2014 to October 2015) at rate of $31.99 each month= totaling: $511.84. 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 [redacted],   I apologize for any inconvenience but please note passwords on the Portfolio Manager/ Access One expires in 90 days for security purposes. It shows in our system that you only called in once on August 8/10/2015 prior to your 7/9/2016 call to view your statements. That said, if you...

had any questions or concerns regarding fees charged on your statement we would have been able to explain them on 8/10/2015. Also The statements that were available for your view during that call did show a line item labeled “TIN/TFN Invalid “ and this “TIN/TFN fee  reflects as something you were charged for. That said once you are valid we are willing refund you 6 months of the “TIN/TFN Invalid” fee.   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]. . 
I'm confused by your letter. what is there to disagree with? listen to the phone calls. I have emails back and forth with your director of operations. I 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 customer. based on my experience I'm not expecting anything do be done but lets be very clear. its not a matter of disagreeing, its a matter of cayan not wanting to look into it. what 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 false information? I lost a half a day of credit card sales and I had to turn customers away that Saturday. and instead of owing up to it, your director of operations actually suggested that it was my fault. and again, this is a very small sample size of what your client service dept. is like. when I originally spoke to the director of operations, I asked to speak to his supervisor when he started making excuse for his supervisors. I was then told you can cancel your services today. I was hung up on because he had to spend 30 minutes on the phone with me when he got caught in another lie. ive had to spend hours on the phone with you guys on multiple occasions because I was given false information. so yes, I was upset. if you don't want your customers upset, don't lie to them. and certainly do not have audacity to insinuate that their liars simply because your customer reps aren't doing their job properly.
Regards,
[redacted]

Hi [redacted],Our cancellation departmant has sent you an email to cancel out your account and I have sent you a separate email with a password reset to view your statements on our Portfolio Manager website; your username is your 15 digit merchant id for this website. We'll be able to refund the full amount requested and since your account is closing the refund will be sent in the form of a check to the address that we have on file.Best regards,

Hi [redacted], I apologize that about this inconvenience. As stated during our phone conversation this afternoon I will further investigate this with our relationship manager at [redacted] to see how we and/or you can go about retrieving funds that were processed between November 16-24, 2015...

and also find out the root cause of this issue. 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].
 
Regards,
[redacted]

Cayan is not responding to my question....instead company is sending a generic responses. I was told the service would be less then what is being charged!
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]

This customer requested their account be closed in March and we can confirm their account was closed on March 11th. All our customers get billed the beginning of each month so the billing the customer saw on their account at the beginning of April was the final billing for March month ends fees. The...

customer will not see any additional fees from Cayan.

Hi [redacted],I apologize for any inconvenience and will be refunding you the disputed amount of $32.75. The refund will come in the form of a check to the address that we have on file; please expect to see this in the next 10 business days.Best regards,

Hi [redacted], We apologize about any delay and inconvenience this issue may have caused. The origin of the pin debit reject issue seemed to be that you were processing cards as a pin debit transaction versus a credit transaction although you didn’t originally request to have the pin debit networks...

added. The pin debit networks have been added and we show that you have been funded for the $2077.31.Best regards,

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.

A member of our Customer Advocacy team reached out to the customer yesterday to let him know the refund is being ACH'd back into his account. We reached out again this morning and confirmed that the full refund hit the customer's account. We believe the issue to now be fully resolved.