Cayan, LLC

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. 
WE CANCELLED OUR ACCOUNT WITH THIS COMPANY AND HAVE NOT USED IT SINCE FEBRUARY OF 2014. WE FILED A COMPLAINT LAST MONTH (ID [redacted]) THAT THEY CONTINUED CHARGING US. THEY ISSUED A PARTIAL REFUND BUT NO CORRESPONDENCE CONFIRMING THEY CLOSED THE ACCOUNT. THEREFORE THAT COMPLAINT WAS NOT RESOLVED. THEY ARE STILL TRYING TO CHARGE US AND HAVE JUST SENT A BILL FOR $236.00 PAYABLE TO FIRST DATA MERCHANT SERVICES. SO THEY ISSUE A REFUND AND THEN ISSUE CONTINUED BILLING AS IF WE ARE STILL A CUSTOMER. UNBELIEVABLE!! SO HERE WE ARE HAVING TO CONTINUE DEALING WITH THIS AND SPENDING OUR TIME TO GET RID OF THIS COMPANY.  DESIRE THAT THE COMPANY ISSUES A STATEMENT SHOWING THAT THE ACCOUNT IS CLOSED AND THE BALANCE IS $0.00. THAT THEY DO NOT TRY TO CHARGE US AGAIN. THAT THEY CORRECT ANY INFORMATION GIVEN TO COLLECTION AGENCY THAT WOULD AFFECT OUR CREDIT REPORT.
Regards,
[redacted]

Hi [redacted], Our reporting now shows that the documentation was sent and is pending this process normally takes 3-5 business days to update. If you would like you can also attach a copy of the emails sent regarding IRS documents being sent and we will investigate any lag time.Best regards,

Unfortunately this appears to be a misunderstanding/miscommunication. The offer from our sales department is a $100 sign up bonus, however that $100 can be used towards the cost of the equipment. We've reviewed the phone call with the merchant as well as the email communication between the sales rep...

and the customer and the sales representative indicated clearly that it was one or the other, not a $100 sign up bonus on top of $100 off the equipment. The sales rep did clarify for the merchant and the merchant indicated they wanted the $100 off the equipment. Therefore unfortunately we will not be issuing a $100 check.

When the customer initially called to cancel his account a link to cancel was sent to the email address on file. The customer never completed the link. When he called in a second time roughly a week later a cancellation form was sent with instructions to sign and return, this was done as a safe...

guard against the customer potentially not receiving the cancellation link by email. The customer was informed the account would remain open through the remainder of the month so Cayan could access our final monthly service fee as per the merchant agreement. However, after our Customer Advocacy dept received feedback the customer was upset due to difficulty in cancelling coupled with the fact that the customer hasn't been actively using the account, a member of our Customer Advocacy team requested a force closure of the customer's account. The account has been officially closed and will not be billed a February month end fee.

Mr [redacted],I do apologized and have explain to you that when a supervisor is not available, we email me them with all your information for a call back within 24 hours. In this case, I am sorry that has not happened.I did email the SVP, [redacted], who I believed you spoke to concerning this issue. Again I apologized that a customer supervisor never reached out to you.Thank you!