Cayan, LLC

Revdex.com:I am attaching a print out. I do no have a statement as the statement period is not over and I do not feel that I need to wait a whole month to get my money. The attached statement clearly shows the charge from Cyan and the bank charges, which state clearly that they are due to the Cayan charge. This should not be taking this long to refund me.  
Regards,
[redacted]

This customer attempted to run a transaction significantly higher than the average transaction amount specified on this service agreement. In order to prevent against fraudulent transactions Cayan requests an invoice and recent bank statements from customers when an unusually high transaction is...

being attempted. Cayan reached out multiple times to this customer requesting this information and got no reply. Eventually 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 call. The requested invoice was never received. The customer then called back in several weeks later inquiring about fees assessed to the account which were standard month end service and transaction fees. These fees are detailed out in the service agreement and will not be refunded. A member of our customer advocacy team will be assisting this customer in closing the account.

Hi [redacted], This is confirmation that your account is currently closed for month ending December 31, 2015. Please contact our collections department at [redacted] if you would like to pay the balance by credit card or mail a check with your merchant id/number at the top and also state that its for your December month end fees.We have sent separate email with a copy of your statement to email address that we have on file. If sending a check it can be mailed to: [redacted] 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  don't quite understand some of the accusations made by Mr [redacted]. Our website is up and running I have visited it 3 times today without issue. It is our website and the contact information there is ours. Yes it did take more than one try to get the cards run. The first attempt at each amount either our customer read a number wrong or I heard it wrong as he does have an accent. The fact that I am in California and he is on the East coast should have no more bearing on the matter than the fact I am in California and Cayan is in [redacted]. I have after speaking with my customer refunded his money. At no time were we informed that we had a per sale limit. If a customer had walked up to us and order bows and accessories at a show we could easily have had a similar total. As I have said we would not have signed up for this service if we had known we were going to be so severely limited. A nice custom bow for $1100 is a fairly average type price. A leather quiver starts at around $300 and goes up if a person needs it to be broad head compatible.  With the limit they say we had we could not have sold a husband and wife each a set-up. The majority of our bows are custom built because a proper fit is necessary. So wait time is normal. With better known bowyers the wait-time is 18 months to 2 years. We call bull and a lack of knowledge at best ]
Regards,
[redacted]

The reason this merchant was billed $50/month as because she had an invalid EIN number on her account. When signing the contract with us she listed their sales tax ID rather than the EIN. We clarified this for the merchant in July 2016 and issued a refund back to the account on file for...

$150. We request the merchant fill out a legal chance form in order to update the EIN on the account. The customer never provided us with the updated information and decided cancel the account there after. We are reaching out to the merchant in order to refund the one final month of the $50 IRS invalid fee.

Hi [redacted], 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 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. 
Respectfully, I have been told 3-5 days every week for the last month.  Delay tactic.  I am not falling for it anymore.  $408.00, in  a check, overnighted to my address.
Regards,
[redacted]

Hi [redacted],   Cayan has no control over a cardholder/customer disputing a charge. Please note that a [redacted] cardholder has up to 18 months to dispute a charge. For this particular $3550.00 [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 favor. We apologize but unfortunately Cayan cannot override [redacted]’s decision.   Best regards,

Revdex.com:I am not really sure what your purpose is. Are you here to be paid by this high-class thieves and do nothing (really nothing) except facilitate [redacted] responses? These people are fancy highway robbers and you're simply facilitating them. Nothing more. Waste of time even bringing this up with you.
I have reviewed the response submitted by the business and have determined that the response doesn't necessarily satisfy my issues and/or concerns in reference to complaint #[redacted], but there is nothing that I can do about this matter.  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. 
[redacted] has stated that she would get back to me as to why we are receiving the poor customer service after leaving 5  messages over a month period and everytime the say they will call us back but never do. [redacted] was supposed to have a solution to this problem for us.
Regards,
[redacted]

Hi [redacted], We were having phone and chat connection issues during thetime that you called; so I apologize that our service did not meet yourexpectations and appreciate you taking the time to share your concerns.  I called you this morning at the number you left on the Revdex.com website and...

would like to schedule some time at your convenience to help get the following issues resolved: Ø IRS validation and fee. Ø Password reset to view your statements. Ø Cancelling your service (however I am hoping that we can continue to do business with you). If speaking over the phone isn’t the most convenient for youwe can correspond via email [redacted]@cayan.com.    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 called Cayan and spoke to a customer service rep on the phone in late september of 2015 and informed her that I wanted by merchant service cancelled.  She assured me that it would be cancelled.  I have not used this service in over 2 years, however they continue to take monthly and yearly fees directly from my bank account without informing me by mail or email.  Rates were increased this year as well without my knowledge.  It is unfair and shady for a company to bill like this with no statements or notice and to directly withdraw from my account.  Unfortunately I did not even recognize the name on my bank account as the name "cayan" does not even come up.  The charges come up as "bankcard"  I assumed it was my new merchant company until recently going over taxes with my accountant.  I was shocked to find out that after not using this service for over 2 years and cancelling it on the phone that I was still sneakily getting charged fees.   I recently spoke to a customer service rep who now said my service would be cancelled and offered to refund only the last 2 months of fees of which I still have not received.
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].  
The process started of switching back in 2016 and not 2017. They are not checking records for 2016. Also I spoke to reps few times before switching. If reps are not adding notes on their end is not really our fault.  lease have them check records. We are requesting the refund of full amount and not $2xx.xx.
Regards,
[redacted]

Hi [redacted], I apologize about the delay in funds but it seems as if your bank, [redacted] continues to reject our ACH payments to you. The reject code we get is a R13 (this is a national bank code) which means your bank is unwilling to accept this payment due to the account and routing number...

you provided us being “Non-ACH”; “Non-ACH” which means it’s not able to accept electronic credits and debits. I would suggest placing a new bank account and routing number on file due to continuous rejects or have your banker check the account and routing number to confirm what you have provided us is correct. Best regards,

Unfortunately there isn't anything else Cayan can offer in this regard. The agreement the merchant signed clearly delineates all fees associated with the account. The agreement also does not include an early termination fee which by design puts the burden on Cayan to be completely transparent in our fee structure; we're aware that if we misrepresent ourselves in the sales process our customers will likely leave. Regarding the $100 sign up bonus, we honored it per the terms that were presented to the customer.

Hi [redacted],   When attempting to debit your account for funds owed to us, we received rejects from your bank. The rejects occurred on numerous occasions and the bank code that we received was a “R01”, which means insufficient funds. Due to the numerous unsuccessful debit attempts –we have to take...

what is owed to us from your credit card sale settlements. If there are any funds left after we retrieve what is owed to us, it will be release to your bank account. Here are some dates where we attempted to debit your bank account but received a insufficient funds bank reject:   Attempted debit on/around 2/25/16 $749.99-    This is for a refund back to your customers card. Please note refunds are debited from your bank account to retrieve the sale that was already deposited to you. Attempted debit on/around 6/3/16   $1947.48-   This is a chargeback, which is when one of your customers disputes a transaction. Attempted debit on/around 6/23/16: $384.99 –   This is a chargeback, which is when one of your customers disputes a transaction. Attempted debit on/around 7/5/2016 473.96 – June month end fees.   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 will wait to hear from them again, I would think they may need more information from me to get this problem fixed.  The people we spoke with on the phone prior to the complaint being filed could not help us.
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].  
There is no confusion on my end.   They need to go back and look at my contract with them.   I have been paying a monthly min fee of APPROXIMATELY $10.   The reason for a low fee was due to the fact that I rarely process charges (less than 1 per year on average).   Most importantly, I have never received any notice before any rate increases.  It was only by chance that I noticed an unusual charge to my bank acct that I then discovered that they have been taking out more than the agreed upon amount.  
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. As long as I get the refund, I accept this response. If I don't, I do not. I'd like to know a time frame for the refund.
Regards,
[redacted]

We've circled back with the customer's sales representative and verified the sales rep did inform the customer they would not be billed until they started using the account. Thought that is outside the terms of our agreement we will honor what was communicated to the customer. A member of our...

Customer Advocacy team will be reaching out to the customer and we will be issuing a full refund for the customer's recent charges as well as waiving April fees as well should the customer decided they'd like to retain our services for their business opening in May. If not our Customer Advocacy representative can assist the customer with cancelling their account.