Cayan, LLC

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[Cayan closed the account and in order to reinstate asked us to complete the ACH form. We are unwilling to complete the aforementioned form as this would give Cayan the power to debit and credit from our account, we simply cannot allow this. The reserve was put in place originally to manage refunds and chargebacks. As per my previous correspondence all orders are now complete and as such the reserve is no longer required. on receipt of an email from Cayan (finally after weeks of trying) I have agreed that the account be "reviewed" by the sales Director in 90 days form the onset (so end of May 2017). At this time I would expect all reserve funds to be transferred back across to us. I suspect this is Cayan simply buying themselves time. The complaint still stands as Cayan are: 1. holding monies for orders that have been fulfilled, 2. have repeatedly proved themselves to be completely unprofessional, 3. have a very poor standard of customer service and have a flimsy application process with minimal due diligence to basically get the sale. 
Regards,
[redacted]

Hi [redacted], I apologize about any frustration this funding issue may be causing. Your current bank account with [redacted], did not accept our submission(s) due to a Non-Ach reject code: R13. If you would like more information about your agreement to allow monetary transfers to and from your bank please refer to Part III section A1. of the program guide. Instructions on how to access the program guide can be found on the confirmation page of the Merchant Processing Agreement. Part III section A1. “Electronic Funding Authorization”: States that all payments to you shall be through the Automated Clearing House (“ACH”) and shall normally be electronically transmitted directly to your bank account on file. Best regards,

Unfortunately we have to disagree with the customer's take on our series of interactions. Cayan did everything in our power to assist the customer. We chose to terminate the contact with this customer so there are no additional issues left to resolve on this account.

We've reached out to the merchant multiple times and have only been successful in connecting with another employee at the company. We've emailed the customer as well, as previously stated we force closed their account. We've issued a full refund for the year in question.

Hi [redacted],I apologize about any inconvenience. We will refund your requested amount and this will come in the form of a check. Please note it will take about 7-10 business days for you to receive this in the mail.Best regards,

Hello,Attached are the documents requested.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. 
Your response on 10/3"We sent out email communication last spring explaining thatJuly 2014 would be your last paper statement and that you are able to view yourstatements online at: https://portfoliomanager.cayan.com. That said I’d be happy to assist you with gaining access. Also regarding erroneousamounts being charged, can you please provide the months and amounts of discrepancy that add upto the $2000.00"I have gone to the link you provided and it asks for a user name and password. We have never used this, so therefor we have neither one to enter!I have asked you to send us the statements Beginning with January 2014 moving forward to the present. I'm not quite sure why you are not willing to provide us with these documents?Send us the statements to our [redacted] address or our email [redacted]. I'm really starting to get frustrated with your lack of cooperation!  We received no statements from January 2014 to date ! ?
Regards,
[redacted]

AFTER FILING A COMPLAINT EARLIER TODAY (shown below) I DISCOVERED ADDITIONAL MONIES THAT ARE BEING HELD BY CAYAN IN THE AMOUNT OF $315 WHICH I NEVER RECEIVED, RESULTING FROM A SALE WHICH DEBITED MY CUSTOMER'S CREDIT CARD FOR $315 ON 11/9/15 . I AM AMMENDING THE TOTAL AMOUNT REQUESTED FROM $300 (HELD...

ON 12/16/15 TO INCLUDE $315 (HELD ON 11/9/15 FOR A TOTAL DUE OF $615. THE FOLLOWING COMPLAINT WAS SUBMITTED EARLIER TODAY: I have a merchant account with [redacted] which is now Cayan. I processed a customer's credit card in the amount of $300 on 12/16/15 and subsequently received notification that the sale had batched, indicating it would be deposited into my bank account with 2-3 business days. I never received funds (verified by my bank) and called Cayan regarding the matter on 12/23/15. After a lengthy hold, I spoke with "[redacted]" 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 $300 they are currently holding. Ultimately, [redacted] did not have any answers to my satisfaction and said she would have a supervisor call me. As of 12/29/15 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 needed. I then attempted to contact Cayan two separate times and was on hold for over an hour and finally gave up. I am not able to process any more sales through Cayan at this time as I will not receive my funds. I want the $300 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 matter. I am seeking the $615 paid to me by my customers via a credit card purchase, which was processed and is currently held by Cayan.

Hi [redacted], At your request we sent you instructions on how to cancel your account on 3/3/15 to the email address you confirmed; however you did not complete the cancellation request therefore your account was never closed. With all being said, we unfortunately will not be able to  accommodate...

your request of $276.00 as we have followed the proper cancellation procedure; however we will mail you a courtesy refund of 3 months totaling: $36.00. Please note that it is your responsibility to reconcile your bank statement and inform us of any charge(s) that you may feel is a discrepancy within 45 days. 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 see the email screen shot I was asked to prove by [redacted] to receive the check please see emails  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 is in reference to complaint #[redacted]. After three times Cayan card services was unable to deposit money into my account saying that it was put into a different account. Now after my Revdex.com complaint they are saying the routing number was wrong. I meet with the bank manager on Friday and she said the routing number is good. All I want is my money, so they can mail me a check. Overnight would be best. I would be willing to pay for the fees for that or at a scheduled time I will be at my bank with the manager to wire the money to my account. Please let me know what works best.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. hello thank you for the quick response I've attached screenshots from my phone showing how many times I emailed 2 different Cayan customer service reps to get the w9 form submitted on time. I also attached a screen shot from when the w9 case was closed from me having called to make sure all my paperwork was received. Cayan has put me in a very bad position financially. Almost 13 thousand dollars is gone from my account and I'm struggling to make ends meet and keep my business going because of this. I had everything submitted on time and took time out of my day to keep emailing and calling to make sure I wasn't going to be withheld from. Someone on Cayans  part failed to do their job and I am being punished. This is the slowest time of a retail business and I depend on the money my business makes from December which is the Christmas rush which accounts for a big chunk of my business profit and it has been taken away wrongfully. I can send you privately the actual emails with the w9 attached it has my social on there so I do not feel comfortable attaching the actual screenshot of that attached to the email. Please let me know how I can get my money back. I cannot afford to wait till I file my taxes this year nor can wait till 2017 to get my money from Jan and fen of this year. I really need some assistance and I've been made to feel like I am nothing to Cayan. All reps just say the sane thing over and over and aren't understanding that I submitted everything on time and have so much proof of this. 
Regards,
[redacted]

Hi [redacted], We apologize about any inconvenience this may have caused. If possible, can you please attach a copy of your bank statement reflecting that the overdraft was caused by the $78.00 Cayan debit that occurred at the beginning of July (we’ll need to see the balance at the time of debit; along...

with the overdraft charge on the bank statement) and we’ll be happy to refund you the disputed amount. Best regards,

Hi [redacted],We are unable to locate an account for you under the name, email, and phone number you provided. In order to assist you we will need to pull up your account. With that said, please provide us with your business name and 15 digit merchant account number; If you don't have your business name...

and/or 15 merchant account number please provide us with the email address that we have on file. Best regards,

Hi [redacted], I apologize about any inconvenience this may have caused. We tried contacting you today at the number we have on file and left a message to help get this resolved for you. Please give us a call so we can assist with sending the funds back to your bank account. 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 find it interesting that the Cayan rep says they were never able to access our website. Before reading his comment I visited our website and it worked with no problem. After reading his email I went back and checked again and had no problem, then I visited it a couple more times during the day with no issue. I suspect he must not have tried very hard. As to both our business and the customer being in the U.S. and a request for overseas shipping we did not find that at all unusual. The customer is purchasing gifts for friends in his home country. The shipping charge was a direct quote from the company this individual uses on a regular basis. In our world today we deal with overseas transactions all the time. Anyone who has done much shopping on [redacted] or [redacted] has bought from overseas. We have receive inquiries from all over the world about bows and didn't think this was at all unusual. As far as there 3 month limit this is the first I have heard of it. If you order a custom item and are told how long it will take to make and still want the product that seems to be the customers decision. To build the bow the customer requested takes 5 to 6 months of drying time. Our customer is aware of this. I mentioned in my email with the Cayan rep that more well known bowyers can take up to 2 years. I did not say this was the case with us. We gave the customer an ETA of March 2017. He was good with that time frame. The story for refusing the transaction has changed or been bent several times. They need to find one story and stick to it. They obviously have no knowledge of the custom archery business and have been taking money from us on a regular basis without any real desire to provide the service we need.]
Regards,
[redacted]

Hello,On Dec 29th this customer processed a transaction way over the amount his account was approved for based on information the customer provided on the processing agreement. One of our risk analysts reviewed this transaction on Jan 2nd and escalated to our risk manager. On Jan 3rd our risk...

manager reached out to the customer for more information regarding the high ticket. On Jan 5th our risk manager received an email chain from one of our customer service reps between the customer service rep and our customer. At that point our risk manager was able to confirm the legitimacy of the transaction and released the funds to the customer.Our Risk dept has an obligation to both the card brands and our customers to validate processing history out of the norm for the business. In this case Risk wanted to confirm the customer wasn’t a victim of fraud, and that the transaction was legitimate before allowing it to process. Due to the holiday there was an extra day of funding added to the process, but the risk team did follow proper procedure in this instance and the customer was funded.

Please give me a good time to call you back. Thank you!

This is no longer a customer of ours as since filing their complaint have canceled their account with us. They were unable to provide the necessary documentation to our Risk Dept to confirm that this wasn't a fraudulent transaction. We were never able to access their website to verify what they were selling and the one invoice they provided contained inconsistent information regarding the cardholder, it indicated an overseas shipping charge while the card holder and merchant were both located in the US. They're also working in a future delivery environment of up to 2 years while our policy only allows for 3 months future delivery.