Cayan, LLC

we have attempted on several occasion to cancel merchant services since November We have communicated this by phone and emailBelow is the last conversation I had with them and was provided a confirmation number.Hey ***,I gave it one last shot and once I threaten to go to Revdex.comI was transfer to supervisorI was told an email was sent to you with a linkto cancel the account a few timesInstead of resending the email again thesupervisor is going to force close the account to stop future billing effective todayThey 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 Confirmation number is [redacted] Thank you, [redacted] , AVP Business Solutions ConsultantBank of America Merchant Services Direct [redacted] [redacted] Customer Service [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 $ The reason for a low fee was due to the fact that I rarely process charges (less than 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]

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 account was closed both verbally and by logging into our account per the customer service employees instructions in The account was closed and this is evidenced by the fact that no charges were debited from our account from the closure date of 12/to 06/when you began charging our account againFurthermore we have not received an invoice since 12/ This is blatant fraud We want a refund immediately and will no longer deal with you directly as you hang up the phone after being on hold for long pauses Regards, [redacted]

Hi ***, I apologize about any inconvenience this may have caused; however I do show that you have been funded for the settlement in the amount of $with transactionsBest regards,

Aside from the call the customer made to us on Sept 9th 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 accountMonthly statements are emailed to our customers each month with a full accounting of all fees deducted as well as notifications of any increase in feesAs previously stated we can confirm this customer's account is now shut downThe refund for the last 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

[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 resolvedAs long as I get the refund, I accept this responseIf I don't, I do notI'd like to know a time frame for the refund Regards, [redacted]

Unfortunately there isn't anything else Cayan can offer in this regardThe agreement the merchant signed clearly delineates all fees associated with the accountThe 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 leaveRegarding the $sign up bonus, we honored it per the terms that were presented to the customer

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

Hi [redacted] , We apologize about any inconvenience this may have caused. If possible, can you please attach a copy of your bank statement reflecting that the overdraft was caused by the $78.00 Cayan debit that occurred at the beginning of July (we’ll need to see the balance at the time of debit; along... with the overdraft charge on the bank statement) and we’ll be happy to refund you the disputed amount. Best regards,

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 feeØ Password reset to view your statementsØ 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,

Hello,We spoke to [redacted] on 9/30/and sent the cancellation link to: [redacted] ; I have resent this again to the same email addressThe 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 inboxYou'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,

Hi [redacted] , At your request we sent you instructions on how to cancel your account on 3/3/to the email address you confirmed; however you did not complete the cancellation request therefore your account was never closedWith all being said, we unfortunately will not be able to accommodate your request of $as we have followed the proper cancellation procedure; however we will mail you a courtesy refund of months totaling: $Please note that it is your responsibility to reconcile your bank statement and inform us of any charge(s) that you may feel is a discrepancy within daysBest regards,

We apologize for the delay in responsePer 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 However after multiple conversations with the customer and research on the various accounts it appears as though the customer did intend to can accounts as opposed to the oneIt 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 closedA customer service manager has worked with the customer over the past week, closed out the accounts and issued a full refund to the customerWe 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] Please add your rejection comments belowhello thank you for the quick response I've attached screenshots from my phone showing how many times I emailed different Cayan customer service reps to get the wform submitted on timeI also attached a screen shot from when the wcase was closed from me having called to make sure all my paperwork was receivedCayan has put me in a very bad position financiallyAlmost thousand dollars is gone from my account and I'm struggling to make ends meet and keep my business going because of thisI had everything submitted on time and took time out of my day to keep emailing and calling to make sure I wasn't going to be withheld fromSomeone on Cayans part failed to do their job and I am being punishedThis is the slowest time of a retail business and I depend on the money my business makes from December which is the Christmas rush which accounts for a big chunk of my business profit and it has been taken away wrongfullyI can send you privately the actual emails with the wattached it has my social on there so I do not feel comfortable attaching the actual screenshot of that attached to the emailPlease let me know how I can get my money backI cannot afford to wait till I file my taxes this year nor can wait till to get my money from Jan and fen of this yearI really need some assistance and I've been made to feel like I am nothing to CayanAll reps just say the sane thing over and over and aren't understanding that I submitted everything on time and have so much proof of this Regards, [redacted]

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,

Hi [redacted] , We received your bank change and have processed it immediatelyYou'll receive a deposit for anything held within 3-business days minus any monthly fees that your bank has rejectedPlease note that your funding timeframe is 1-business days and it's possible that you'll get your most recent settlements a day or two before your held funds.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 already submitted all paperwork back in November on top of mailing it in to the address you just gave meI have proof of the emails sent to Cayan on separate occasions to different customer service reps...I also called on dec the 8th and a customer service person told me they received my info and I would not be withheld fromBecause of cayans error I am now out 13,and countingof which I will not see till they year Your company has put me in an extremely bad situation Regards, [redacted]

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.

Hi [redacted] ,Your account is currently closed and you don't owe us the $236.00. Unfortunately we don't produce statements that reflect $0.00; however we can send you an email for your record keeping - that states that you don't owe us the $236.00.Best regards,