Cayan, LLC

This account was closed down by Cayan per our Director of Operations, customer has a history of being verbally abusive to our employeesThe customer has had multiple contacts with our Director of Operations and was notified in writing that we would be shutting the account down

This customer was quoted and provided with our standard merchant processing agreement (which is also an industry standard) with the rates and fees clearly stated and defined in their own highlighted section of the agreementShe was quoted and provided a range of tiered
rates ranging from 0.28% for debit cards up to 3.57% for non-qualified credit cardsThe customer has been charged accurately according to the fee structure she was presented withAlso worth noting is that there is no early termination fee on our agreementsA member of our customer advocacy team reached out to the customer and actually performed a rate review on both the retail and ecommerce accounts and offered to lower the rates on each account as after reviewing the processing history we were able to determine the rates could be lowered slightlyThe customer has not accepted or signed off on those rate changes howeverDue to the fact that we charged this customer accurately according to the agreement presented and signed off on we will not be issuing any sort of refund

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 # ***
I do not accept their respondThey have charged me a monthly fee of $plus $in addition to that they have charged each one of my accounts total of accounts a total of close to $dollars without my authorizationWhen I called them they hanged up on me after putting me on hold and transferring me to different departmentsI called them several times and finally after more than hours of holding, they send me my cancelations without giving me any refunds for the unauthorized chargesI will make sure that this will not happen to anyone else by going online and writing a full review about this cheaters companyThey do bait and switch tactics to bring clients inI will talk to my attorneys as well to go after themTheir contract does not say anything for the extra charges.
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 # ***Please add your rejection comments below. CAYAN’S RESPONSE AND EXPLANATION OF THE SITUATION IS NOT ACCURATE AND FOR THE BENEFIT OF ANYONE WISHING TO OPEN AN ACCOUNT WITH CAYAN, IT SHOULD BE NOTED THAT AS A RESULT OF CAYAN’S BUSINESS PRACTICES AND LACK OF RESPONSE, I HAVE SUBMITTED THE REQUEST TO CANCEL/CLOSE MY ACCOUNT WITH CAYAN, I AM STILL AWAITING CONFIRMATION THAT THE ACCOUNT IS CLOSED AND THEY CONTINUE TO SUBMIT DEBITS TO MY ACCOUNT SO I CAN ONLY ASSUME IT IS STILL OPEN UNTIL THEY RULE OTHERWISE. I HAVE HAD AN ACCOUNT WITH *** *** (NOW CAYAN) FOR MANY YEARS AND MY PROBLEMS BEGAN AFTER THE NAME CHANGE. I AM A SMALL BUSINESS OWNER AND I’VE RESISTED THE URGE TO SWITCH TO ANOTHER COMPANY FOR LOWER DISCOUNT RATES ETCBECAUSE I VALUED THE CUSTOMER SUPPORT THAT I HAD ALWAYS RECEIVED. HOWEVER THIS IS NO LONGER THE CASE, AND ON TOP OF THAT, I’M LOSING PRECIOUS TIME AND MONEY THANKS TO CAYAN I AM HOPEFUL THIS Revdex.com COMPLAINT WILL CULMINATE IN THE CLOSING OF MY ACCOUNT WITH THEM.THE FOLLOWING IS THE SHORT VERSION OF MY MOST RECENT EXPERIENCE WITH CAYAN:AFTER CONTACTING CAYAN NUMEROUS TIMES REGARDING FUNDS DUE ME, AND AFTER BEING ON HOLD FOR MANY HOURS, I WAS TOLD MY BANK HAD PUT A HOLD ON MY ACCOUNT AND THEREFORE CAYAN COULD NOT DEPOSIT FUNDS INTO MY ACCOUNT, BUT YET I QUESTIONED WHY THEY WERE ABLE TO WITHDRAWAL FUNDS FROM MY ACCOUNTMY BANK VERIFIED TWICE THAT THEY DEFINITELY HAD NOT PUT ANY HOLDS ON MY ACCOUNT AND THEY WERE WILLING TO DISCUSS IT WITH CAYAN, BUT IT WAS IMPOSSIBLE TO EVEN CONTACT CAYAN LET ALONE INVOLVE A THIRD PARTY. WHEN I FINALLY WAS ABLE TO SPEAK WITH A CAYAN REPRESENTATIVE, THEY INSISTED MY BANK WAS THE CULPRIT AND THAT I WOULD HAVE TO PRODUCE SIGNED PAPERWORK FROM MY BANK ALONG WITH ROUTING NUMBERS ETC., PROVING THE HOLD ON THE ACCOUNT WAS RELEASED BY MY BANK. AFTER I INSISTED THAT MY BANK CONFIRMED OTHERWISE, CAYAN PUT ME ON A LENGTHY HOLD (AGAIN) AND RETURNED TO TELL ME CAYAN HAD PUT A DAY HOLD ON THE ACCOUNT AND IT COULD ALL BE RESOLVED WITHOUT THE BANK AS SUPPORTED BY THE FOLLOWING EMAIL FROM CAYAN-------- Original message -------- From: Cayan Support Date: 12/23/4:PM (GMT-05:00) To: Subject: Case # *** Created: Account on day hold Thank you for contacting Cayan Customer Support.Your request for assistance has been receivedCase #***- "Account on day hold" has been created and assigned to a customer care team member.We will respond back to you as soon as possible.If you have an urgent matter you can call us at *** and reference the assigned case number in this messageThank youCayanSupport HOWEVER NOTHING EVER HAPPENED SO I ATTEMPTED TO CONTACT CAYAN A WEEK LATER, ONLY TO BE ON HOLD FOR TWO HOURS IN TWO SEPARATE CALLS AND GAVE UP. ONCE THE Revdex.com ISSUED MY COMPLAINT, WITHIN HOURS I RECEIVED THE FOLLOWING EMAIL FROM CAYAN INDICATING THE ISSUE HAD BEEN RESOLVED-------- Original message -------- From: Cayan Support Date: 12/29/3:PM (GMT-05:00) To: Subject: Case # *** Account on day hold has been Closed All issues associated with Case #*** - "Account on day hold" have been resolved and the case has been closed. Please call us at *** with any additional questions you may haveThank youCayanSupport I IMMEDIATELY SUBMITTED PAPERWORK TO CANCEL MY ACCOUNT, AND WAS INFORMED VIA EMAIL THAT MY SUBMISSION WAS NOT ACCEPTABLE AND I WOULD HAVE TO SPEAK WITH A CUSTOMER SERVICE REPTHAT WOULD BE CONTACTING ME. TWO DAYS LATER I RECEIVED A FORM VIA EMAIL (WHICH WAS IDENTICAL TO THE FORM I SUBMITTED EARLIER) I IMMEDIATELY FILLED OUT AND SUBMITTED THEIR FORM HOWEVER I HAVE YET TO RECEIVE CONFIRMATION IN THE FORM OF AN EMAIL THAT MY ACCOUNT HAS BEEN OFFICIALLY CLOSED AND CAYAN HAS SINCE ATTEMPTED TO TAKE FUNDS FROM MY ACCOUNT AGAINI RESPECTFULLY REQUEST CONFIRMATION VIA EMAIL THAT MY ACCOUNT HAS BEEN CLOSED AND THAT NO ADDITIONAL FUNDS WILL BE SUBMITTED FOR WITHDRAWAL FROM MY BANK ACCOUNT.Regards,
*** ***

Hi ***, I don't see that we are currently holding or have delayed any of your credit card settlementsPlease keep in mind our funding timeframe is 1-business days and Saturday and Sunday aren't considered business days.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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I guess will see if this works. Fingers crossed
Regards,
*** ***

Hi ***, Your bank will send you a receipt once the check is cashed; you can also call in at thatpoint and speak to our collections department for assurance at ***As stated before your account is closed with us and the only payment due for month end fees is December Best regards,

Hello,I have spoken to my manager and at this time I will not be able to refund the NSF feesThe reason is that it is against the Credit card industry policy to use your own credit card for your businessThis is consider fraudulentI can refund the fees which are associated with your card onlyPlease give me a call with the last of your credit card numberthe number to reach me at is 800-*** ext ***.Thank you

Hi ***, As a follof our recent conversation that we had today I'd like to apologize again for any inconvenience that we caused. That said we will be refunding you the disputed amount of $280.00, in which you'll receive in the next 7-business days to the bank account that
we have on fileBest regards,

Revdex.com:
I am awaiting the for a full refundI have received a partial refund Originally the manager from Cayan only offered me year of fee withdraws from my accounts Those checks were sent out without Cayan confirmed a recent mailing addressAnd the refund was sent of in three checks to three different addressesI have not received one of those checks to date I have been contacted by a very helped employee from Cayan [new to my case ] stating that the other refunds have been issuedI am still waiting for them along with one of the first checks that were sent outI was told to cash the first checks be I have stated to Cayan that I will not cash or close my case until all checks [6 checks ] have been received with payment in made in full to meI do full hopeful that we are moving in the right direction, that is why I clicked agreed because action has begun
*** ***

Hi ***, We have attempted to call you at the number we have on file and it rings and turns into a busy signal after a few rings with no prompt to leave a voicemailAs stated before:We have sent you a cancellation email with instructions on how to complete it when you called in on November 28, and you did not complete the cancellationWe sent you another cancellation email with Instructions on 2/3/and it was still not completedI will send you another email today so you can get this completedWe show a lot of month end fees submitted to your bank account being rejected for insufficient funds; therefore if we are unable to collect the funds owed to us we’ll use what you have processed in sales to cover the fees owed to usAfter we took what was owed to us for month end fees we release $of left over funds on/around September 16, that were owed to youFor the months where the month end fees have gone through successfully we have refunded you as a courtesy; the refunds that were given to you by us was for months, and happened on two occasions: on/ around June 17, for months totaling and on/around July 03-06, for months totaling $ That said if possible please attach full monthly bank statements to this complaint showing proof of successful debits for the months you feel there is a discrepancy and also provide June 2015, July 2015, and September full bank statements showing proof that you didn’t receive a refunds and a left over funds payment from us.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 # ***Please add your rejection comments below.
Regardless of the IP address, which of course you had because of the exchanges, the signature on that form is not mine and can be proven. It's not even close. I am still not sure how you can charge someone for services that were not provided, there was not a single transaction processed through your company. A cancellation call was placed in Dec 2014, it was not handled well by the people on your end. The cancellation was submitted on my end, although it appears it didn't work on your end. On top of that, if the account is not active after all that time or if someone calls to cancel, why wouldn't you follow up?is a slap in the face and we will just finish and file the police report and submit the case to the Attorney General. It would be much simpler for both of us, and cost Cayan much less in the end to just refund the total charges.
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 # ***Please add your rejection comments below.
I have started with Merchant Warehouse in not
Regards,
*** ***

Hello,I will give you a call on Monday at pm Eastern Standard Time

We've been in communication with the customer to both gather feedback in regards to our contact center follow up but also to clarify for the merchant the funding and bank change process Cayan funded the customer to the bank account on file until the customer fully and properly
completed a bank change formThis has been completed and we are now funding the new accountAt no point was Cayan ever funding the "wrong" bank account howeverIf the customer is/was unable to access their original account it's unfortunately beyond Cayan's control, we cannot "pull funds back" from the original account on file in order to fund the new account. We take the customer's feedback very seriously in regards to what she perceived to be poor follow up throughout the bank change process and we've escalated this feedback to senior contact center management

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Hi ***,I have contacted your business via phone yesterday to assist you with getting access to your statements and was told to call back on MondayI will reset your password (this will be a separate email) to Portfolio Manager: https://portfoliomanager.cayan.com/ where you can access months worth of statements; if you would like January-March of we will need a IRS Letter showing that you are being audited.Your digit merchant id will be your username and the new password you choose should have one letter of each case, one number and one special character and be between 8-characters.*In the event you don't see the Portfolio Manager email, please check your junk or spam folder.Best regards,

This customer initially requested their account be cancelled on June 12th and they completed a link to cancel their accountThe merchant is correct in that unfortunately though the account was marked closed in our internal database it wasn't closed properly on the back endOur records
indicate the next time the customer contacted us was on Sept 11th as they had discovered they continued to be charged in error. Our representative issued a refund check for the exact amount in question and also escalated a case to have the customer's account force closed on the back end so as to ensure they would not be billed againWe certainly apologize for the account not having been closed correctly upon the initial requestThe refund check should be received by the customer any day if it has not already been receivedWe can confirm the check has not be cashed yet

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 # ***Please add your rejection comments below.
*I HAVE NOT RECEIVED EITHER EMAIL YOU SAY HAS BEEN SENTI DOUBLE CHECKED FRIDAY WITH OUR SERVICE PROVIDER, NOTHING TRAPPED IN SPAM, AND IM NOT HAVING ANY ISSUES WITH MY EMAIL AND GETTING ALL OTHER EMAILS FINE.OPTIONS- TRY EMAILING *** IN CASE EMAIL IS THE ISSUEif not, please fax what ever is necessary to fill out to:***
Regards,
** ***

Hello,Our legal department will contact your attorney as *** ***, legal for ***, received a letter from your attorney.Thank you