Cayan, LLC

We apologize for the delay in response. Per the information that was initially given to the customer we have no record of the customer requesting to cancel other than the one account that was initially cancelled in 2016. However after multiple conversations with the customer and research on the...

various accounts it appears as though the customer did intend to can 4 accounts as opposed to the one. It should be noted that Cayan does not monitor account activity and accounts will remain open regardless of activity or not unless the customer specifically requests the accounts be closed. A customer service manager has worked with the customer over the past week, closed out the accounts and issued a full refund to the customer. We believe this issue has now been fully resolved to the customer's satisfaction.

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].  
 As per the email I have the the agent said to me her forgot to clarify .
[redacted]

Hello,We spoke to [redacted] on 9/30/15 and sent the cancellation link to: [redacted]; I have resent this again to the same email address. The initial email may have gone to your junk/ spam fold so please check there in the event that you don't see this in your inbox. You'll need to...

click on the link and answer some questions and that will close out your account; I will also make sure that you aren't charged for October billing as long as you complete the link.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]

This customer's account was shut down by the processor for rejects on the account. The account also had excessive chargebacks. Cayan has had multiple communications with the customer on how to handle the chargebacks and customer agreed with our Director of Operations to leave the amount in...

question in reserve so we can cover future chargebacks as they continue to post to the account. With the customer's account shut down by the processor we have no ability to debit the customer's account to cover the chargebacks hence the reserve was put in place.

There appears to be some confusion here regarding how this customer's complaints were resolved. All our customers are notified 2 months in advance on their monthly processing statements of any rate or fee increases. We've also never had an agreement that offers a $10 monthly flat fee. Per the...

notes on the customer record, the account was successfully closed yesterday, Oct 15th, and as a gesture of goodwill based on the customer's confusion on how the monthly billing works, we actually refunded the customer approx. 6 months of fees for a total of $115. We hope the customer finds this resolution satisfactory.

I am sorry I am in the office today from 8-5pm EST. I will give you a call at 12 noon EST

Hi [redacted], It looks like when we attempted to retrieve the $89.00 chargeback on 4/21 /16 (chargebacks are when your customer has disputed a charged with their bank ) we received a reject back from your bank due to insufficient funds (reject notices from your bank take 5-7 days for us to receive) and because of this we needed to hold subsequent batch(s) to re-coup that loss amount. If you would like to avoid this in the future we suggest keeping a balance of available funds in the bank account that we have on file for month end fees and chargeback disputes. Please keep in mind if rejects continue it will put your account at risk for closure. Best regards,

Aside from the call the customer made to us on Sept 9th 2015 requesting we review her rates we have no record in either our CRM or our phone system of a call from the customer to cancel the account. Monthly statements are emailed to our customers each month with a full accounting of all fees deducted as well as notifications of any increase in fees. As previously stated we can confirm this customer's account is now shut down. The refund for the last 2 months of fees including the annual PCI fee was approved and the check was issued on January 20th, the customer should receive the refund check shortly.

The check (which I am yet to receive) in the amount of 117.95 was supposed to be mailed to me on 12/2/15.  Until I receive the total amounts owed to me, I would like to keep this case open.  Thank you.

Hi [redacted],I have requested that your email address be updated. We also refunded PCI of99.00 from November of 2014 as a courtesy and you'll receive the check throughthe mail in the next 7-10 business days. Regarding compliance please keep inmind that with you being non-complaint with the card brands you can audited bythe card brands and if there is ever a breach you will be charged fines. I haveprovided you with a link to Portfolio Manager in past responses so you can get accessto your merchant statement online; therefore please take a look and provide mewith the months and amounts of discrepancy because we currently don’t seeanything that is out of the norm. Please also note if there are any ratechanges we message you at least a month in advance prior to any change. Best regards,

we have attempted on several occasion to cancel merchant services since November 2014. We have communicated this by phone and email. Below is the last conversation I had with them and was provided a confirmation number.Hey [redacted],I gave it one last shot and once I threaten to go to Revdex.comI was transfer...

to supervisor. I was told an email was sent to you with a linkto cancel the account a few times. Instead of resending the email again thesupervisor is going to force close the account to stop future billing effective today. They said they won’t reverse any past billing since they did their partto attempt to get the account cancelled.If you don’t agree or you have no emails from Merchant Warehouse I can still file a complaint andask for a refund back to Jan 1st 2015.  Confirmation number is [redacted] Thank you,[redacted], AVP Business Solutions ConsultantBank of America Merchant Services        Direct [redacted]           
[redacted]          Customer Service [redacted]

This complaint is the result of an Invalid EIN number associated with the customer's account. The merchant is correct in that there appears to have been an error on our end resulting in the incorrect information. We've contacted the merchant today and refunded $250 to cover the months the customer...

incurred billing as well as the upcoming final bill. We did attempt to correct the error on our end but needed the customer to provided documentation validating the correct EIN however she did not wish to complete the process. At the merchant's request we've also sent a link for the merchant to cancel her account with us.

We apologize for the communication errors and the overall level of difficulty in resolving this issue to the customer's satisfaction. Our preference would be the ACH the refund amount directly into the customer's bank account, however as the customer closed their account with us we no longer have the ability to direct deposit the funds into their bank account. We've received confirmation from our accounts payable department that a check for the full refund amount was overnighted to the customer by [redacted] Next Day Air and the delivery date is schedule for tomorrow, Tuesday Nov 29th.

Our sincerest apologies for this inconvenience. I will further research this and reach out to you.

There are no comments from the customer regarding the rejection of our response. We will help the merchant resolve whatever outstanding issue they have, including cancelling their account if that is their preferred course of action. We've reached out to the merchant a second time and have not received a response back either by phone or email.

We just investigated February billing and regrettably the customer is correct, the account was not force closed in time to avoid February billing. A member of our customer advocate team reached out and left a message with an employee as the customer wasn't available. We're issuing a full refund for the February billing and we apologize for the error in closing the account.

We only have one record in our CRM as well as our phone system from Feb 2017 showing the customer reached out to us and it was for a password reset. It wasn't until Feb 8th 2018 that the customer called us requesting to have the account closed. We've seen on multiple occasions customer's thinking...

they spoke with us about cancelling when it turns out they'd actually been speaking with their new processor. As a courtesy one of our customer service representatives refunded the last 4 months billing to the customer totaling $235.60 which included an annual compliance service package fee mandated by the Payment Card Industry Data Security Standard (PCI DSS).

Hi
[redacted],We
only have record of you cancelling for month ending May 31, 2015 (we don't
prorate fees) and thereafter we received rejects from your bank account stating
that the account was closed. That said, can you please attach a bank statement
showing proof that we actually debited your account...

from June to Present. Best
regards,

Hi [redacted], I apologize about the delay. Our records indicate that you should have now received your funding for the $22,166.32 [redacted] transaction. The reason for the delay was that we have a mandatory security system that is used to check for large transactions to make sure there isn’t...

anything fraudulent about it. This can add 2 additional days on top of the normal funding timeframe. Best regards,