Cayan, LLC

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.

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]

This customer's account had rejects against their bank account so the customer was required to resubmit paperwork to clear the hold. We received updated paperwork, the hold on the account was removed and the funds were released, the customer should have the funds by the end of this week if they're...

not in the account already.

Our sincerest apologies for this inconvenience. A customer care specialist will reach out to you today.

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]

This issue has been resolved for the customer. There was an issue with the bank account on file which caused the account to reject. The routing issue has been fixed and the amount in question has been funded to the merchant. In addition we've also issued a refund to the customer for the...

reject fee.

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]The account # is [redacted]4 digits are [redacted] #1 It's a moot point regarding contacting Control Scan at this point. We are done doing any business with Merchant Warehouse. #2 Merchant Warehouse was advised along time ago, that our email had been changed.#3 We spoke to Control Scan many times and they ran their Scan and claimed it failed. #4 We are a Customer of [redacted], they are the ones that have a proprietary agreement with Merchant Warehouse to process Credit Cards     I spoke with managers at Merchant Warehouse and they were suppose to correct the issue of the Control Scan failure. Merchant Warehouse failed and     neglected to correct the issue. We have absolutely no control of what happens after we swipe a customers credit card. #5 In regard to incorrect debits to our bank account, the amounts of debited fees that have been charged compared to what the total charges debited for our      bank account, are way beyond what would be discount fees for the individual transactions.#6 As I explained, we have received no statements showing where these charges exist from.#7 You need to send us statements from the time you stop sending them by [redacted], which occurred approximately at the beginning of 2014.     I am not going to continue this message exchange any longer, until the necessary documents are in our possession so an accurate determination of what has     been improperly  debited can be determined. That cannot be done just based on our bank statements alone.            [redacted]

Hello,Our sincerest apologies for this inconvenience. Please let me further research this and I will give you a call at 1 pm Eastern Standard Time.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 HAVE RECEIVED CAYAN’S STATEMENT OF CHARGES FOR DECEMBER 2015 AND A CHECK FOR THE AMOUNT DUE HAS BEEN SENT TO THE ADDRESS/DEPT. SPECIFIED BY CAYAN.  I WOULD APPRECIATE CONFIRMATION OF CAYAN’S RECEIPT OF DECEMBER’S FEES INDICATING THE ACCOUNT HAS BEEN SETTLED, AT WHICH TIME I WOULD EXPECT MY RELATIONSHIP WITH CAYAN WILL BE ENDED IN ALL WAYS.  THANK YOU.
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. 
This issue has not been resolved.  We are still waiting for the company to respond to us.
Regards,
[redacted]

Various members of our customer service team as well as our customer advocacy team have spoken with his customer. During these conversations our representatives walked the customer through the fee structure of his service agreements as well as walking him through fees incurred on his monthly statements. The customer was not over charged nor issued "unauthorized" fees. Cayan will not be issuing any refunds for the service the customer incurred while using our services.

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 have already done so. I am attaching the screen shot here that shows the debit from Cyan caused me to be -$32.91 in my account, which proves it was their charge that put me in overdraft and that the fee incurred was specifically due to such. Further, they never refunded me the $78.00 either. I was in tough with their sales person, Mr. [redacted] and had already sent him a screen shot of the transaction.  While the result would be satisfactory, I do not believe that they will follow though. 
Regards,
[redacted]

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 [redacted], I apologize about any inconvenience this may have caused; however I do show that you have been funded for the settlement in the amount of $7478.28 with 188 transactions. 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]

Hi [redacted], I would like to apologize for any inconvenience this may have caused. We have rectified your banking information and have deposited today: $1,224.71. Also Per your request from our phone conversation today I have also emailed a copy of your settlement/ batch report from October...

01/2015 to present so that you can confirm that you've been paid for everything that is owed to you.Best regards,

Our sincerest apologies for this inconvenience. Please message us your [redacted] and the best number to contact you at and a member of our customer care team will reach out as soon as possible.

Revdex.com:
I have reviewed the response submitted by the business and have determined that this is the best I can hope for toward satisfying 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. However, I believe that the Revdex.com should retain a record of the fact that this company misrepresents their fees and in fact not only never contacted me before adding fees to my account, they were unwilling to recognize that the information I originally provided was correct.  They advertised that their fees were $14 per month plus the percentage on the credit card charges, and they were tacking on over $75 per month in additional fees without notifying me.  Furthermore, those charges were for something that actually costs them nothing, they said the IRS didn't recognize my business name.   That does not cost them anything.  In fact both my business name and my employer ID were correct, and I have had many IRS correspondences with that name and number, since I have been in business for over 20 years.  Then when I contacted Cayan it took several months for them to resolve it, every time I called I got some different help person, probably in India, and they would send me different forms or tell me they would call back but nothing would happen.  Then one time I was on vacation when they finally called back, and could not fill out the form required, so they closed the whole complaint and I had to start over.  When it was finally resolved they would only give me a few months of fees back even though they had taken over three months to resolve it and had never notified me they were charging the fees in the first place.  Then when I closed the account they continued to charge me after it was closed, which apparently they are now agreeing to refund.  Nothing about my business with this company was satisfactory, and I intend to also post reviews on yelp etc. to be sure others are warned. 
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], We called you on 2/9/2015 to assist you with closing out your account but at the time you had no voicemail set up for us to leave a message; so we followed-up via email and sent cancellation instructions to the email we had on file. We have also placed a  courtesy refund of $129.60...

on 8/12/2016 and you will receive this refund within the next 2-3 weeks to the mailing address you provided within this complaint. With all being said, we unfortunately will not be able to accommodate your request of $835.05 as we have followed the proper cancellation procedure. Please note that it is your responsibility to reconcile your bank statement and inform us of any charge that you may feel is a discrepancy within 45 days. Best regards,