Cayan, LLC

This issue stemmed from the customer's bank stopping paymentIn order to reinstate we had to receive documentation from the customer and the customer's bankAfter rejecting the documentation due to it being incomplete the customer requested we deposit the funds into a different bank accountWe've communicated with the customer throughout this process and we have confirmed with the customer that the funds were released

Hi ***, I apologize about the delay in funds but it seems as if your bank, [redacted] continues to reject our ACH payments to youThe reject code we get is a R(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 debitsI 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 correctBest regards,

Hi ***,It seems that you've been non-compliant for years; once you become compliantI’d be happy to refund the $you were charged during November Pleasekeep in mind the reason you were charged is because as the sales representativestated in an email that we have onfile from that if you are non-compliant you will be charged and this isexactly what happenedYou can contact control scan at [redacted] to becomecompliantIf you have changed your email address you must contact us, toadvise us of theupdated email addressThat said I can update your email address so that wehave the correct onegoing forward but I’ll need you to verify your account 1st; thus can you confirmyour merchant account number and the last digits of you social security orfederal tax id.Regarding the $discrepancy I’ll need dates and dollar amounts to assistyou.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 did not sign a contract with CayanAdditionally, Cayan DID withdraw from my checking account on November 20, I did not refuse a refund yesterdayI was told by the representative yesterday that I needed the full descriptor number before she could offer a refund and she asked me to call backShe was actually very kind and helpfulThe group owners sent the email in September letting you know I was no longer withthe group- I would like to see a copy of that emailYou did not receive a response from me because I NO LONGER WORKED THEREi would like a refund of $ Regards, [redacted]

We only have one record in our CRM as well as our phone system from Feb showing the customer reached out to us and it was for a password resetIt wasn't until Feb 8th that the customer called us requesting to have the account closedWe'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 processorAs a courtesy one of our customer service representatives refunded the last months billing to the customer totaling $which included an annual compliance service package fee mandated by the Payment Card Industry Data Security Standard (PCI DSS)

A member of our Customer Advocacy team reached out to the customer yesterday to let him know the refund is being ACH'd back into his accountWe reached out again this morning and confirmed that the full refund hit the customer's accountWe believe the issue to now be fully resolved

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] ***

Hi [redacted] ,This is to confirm that we have received and acknowledge your December 31st cancellation and the attempt that you saw at the beginning of this month was for month ending December 31, as we don’t prorate feesThat said, you will not be charged for January fees which are debited in February and or any month end credit card processing fees going forwardBest regards,

We have no documentation that this customer tried to cancel multiple times before Dec (which is when we actually closed her account)However as a member of our customer service team promised a refund based on receipt of proof of overdraft fees (which we confirmed receipt of) a refund as been issued to the customer

Hello, Oursincerest apologies for this inconveniencePlease message us your MID and thebest number to contact you at and a member of our customer care team will reachout as soon as possibleI am trying to reach you by phone, is there anothernumber I could contact you at Regards,

Hi ***, We sent out email communication last spring explaining thatJuly would be your last paper statement and that you are able to view yourstatements online at: https://portfoliomanager.cayan.comThat said I’d be happy to assist you with gaining accessAlso regarding erroneousamounts being charged, can you please provide the months and amounts of discrepancy that add upto the $Best regards,

Our sincerest apologies for this inconveniencePlease message us your [redacted] and the best number to contact you at and a member of our customer care team will reach out as soon as possible

Hi ***, When attempting to debit your account for funds owed to us, we received rejects from your bankThe rejects occurred on numerous occasions and the bank code that we received was a “R01”, which means insufficient fundsDue to the numerous unsuccessful debit attempts –we have to take what is owed to us from your credit card sale settlementsIf there are any funds left after we retrieve what is owed to us, it will be release to your bank accountHere are some dates where we attempted to debit your bank account but received a insufficient funds bank reject: Attempted debit on/around 2/25/$749.99- This is for a refund back to your customers cardPlease note refunds are debited from your bank account to retrieve the sale that was already deposited to youAttempted debit on/around 6/3/ $1947.48- This is a chargeback, which is when one of your customers disputes a transactionAttempted debit on/around 6/23/16: $– This is a chargeback, which is when one of your customers disputes a transactionAttempted debit on/around 7/5/– June month end fees Best regards,

This customer requested their account be closed in March and we can confirm their account was closed on March 11thAll our customers get billed the beginning of each month so the billing the customer saw on their account at the beginning of April was the final billing for March month ends feesThe customer will not see any additional fees from Cayan

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

Hi ***, I apologize for any inconvenience but please note passwords on the Portfolio Manager/ Access One expires in days for security purposesIt shows in our system that you only called in once on August 8/10/prior to your 7/9/call to view your statementsThat said, if you had any questions or concerns regarding fees charged on your statement we would have been able to explain them on 8/10/Also The statements that were available for your view during that call did show a line item labeled “TIN/TFN Invalid “ and this “TIN/TFN fee reflects as something you were charged forThat said once you are valid we are willing refund you months of the “TIN/TFN Invalid” fee 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-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]

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 Someone did call me the day I submitted the complaint, unfortunately I missed the callThe representative left a message and I have tried times to contact her and left messages with no response back from anyone at cayan Regards, [redacted]

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]

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 resolvedHowever, 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 $per month plus the percentage on the credit card charges, and they were tacking on over $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 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 etcto be sure others are warned Regards, [redacted] ***