Cayan, LLC

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], 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,

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.

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.

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!