Cayan, LLC

This customer is correct regarding being offered a new rate structure but the changes were never actually made to his accountOur research department is in the process of pulling all of the customer's statements in order to review the transactions and verify the rebate amount that he is dueA team
member will then reach out to the customer to review and implement his refundThe customer should hear from us before the end of the week

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 love that you have SKIPPED the part where I not only emailed your representative *** ***, "SENIOR ACCOUNT EXECUTIVE - PARTNER CHANNEL", taking the initiative to return the equipment IN AUGUST, and which no response was givenYou also skipped the part where I called your Service team to verify a label would be shipped IN AUGUST and your company failed to do soMy point again is that you should refund the money and ASK FOR YOUR EQUIPMENT BACK BEFORE SIMPLY TAKING MONEY YOU HAVE NO RIGHT TO out of my bank accountAs a small business owner I cannot afford for you to simply take money that is not yours because your company failed multiple times to respond to my request to return equipmentFurthermore, the call tags that were recently shipped were shipped out to the WRONG ADDRESS even though I verified with not only with *** ***, but with OTHER REPRESENTATIVES over the phone that the correct mailing address should have been different from the business' physical address; thankfully they were still received and forwarded on to me so I could send the equipment back to youFURTHERMORE your company failed when recently sending the call tag AGAIN by only sending ONE LABEL; I have boxes and you sent one label; which then I had to purchase a box to put your boxes in to get you back your equipment that I never asked forYou have failed multiple times and still have not even given me a fair chance to return your equipmentI have gone above and beyond in trying to rectify, and you still refuse to refund me MY MONEY while giving me time to get you back your equipmentI have attached a copy of the email showing I REQUESTED TO RETURN YOUR EQUIPMENT IN AUGUSTFinally, I spoke with your customer service and they are trying to mail me a check now...which is unacceptableYou just told me that it would be in my account TODAYYou AGAIN FAILEDWHAT ARE YOU GOING TO DO TO FIX THIS?
Regards,
*** ***

This response has been provided by Cayan's Manager of Risk Operations: We're sorry for the difficulty this has caused the customer, however the customer processed a transaction approximately equal to all of the transactions they have processed with us in the years they have processed with us
Each merchant account is approved with limitations and even those transactions exceeded the approved parametersWe worked to the best of our ability to accommodate the customerThe customer was funded half of the sale in spite of it being outside their account limits, and the remainder was held until the completion of the tripThe merchant did not have the resources to accommodate the trip and had to outsource services to a third party that we could not validateIf the customer was solely able to accommodate the trip below with internal resources and not dependent on another company following through we may have been able to accommodate the customer but unfortunately this was not the case. The customer was not in a position to do so and we worked out a compromise to try and meet him half way based on his limited processing history with Cayan

Hello, I have resent the cancellation email again to all email address provided in case you have trouble receiving this from one of your email addresses. 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.
The business never called or emailed or never attempted to resolve problem
Regards,
*** ***

Hi ***, I apologize about this issueIt seems the issue was that your bank rejected our initial deposit with a R(No Pre-notification on file) ACH reject code this cause delayed fundingThe issue has now been rectified and you should have received funding as of 01/04/Best regards,

Hello ***, Per our conversation this morning the following cases havebeen opened and closedCase *** for cancelling your account and case ***for the refund of $which will be mailed to the business address.Below is my contact information if you need any assistancegoing
forward. 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 # ***
Something is going on with my accountI had close to $settle this past Sunday May 1st and funds have not been deposited into my bank accountHowever you had no problem debiting my April fees on May 2nd. I also had close to $settle May 4th and again funds have not been deposited into my accountI have been using your company for over years and up until months ago I would get my settled funds within business day, now I have to wait beyond 4-business days to receive my fundsThis is greatly affecting my cash flow and as a result I have bank overdraft feesYou need to deposit my funds asap and also reimburse me for over draft fees totaling $- In addition my account needs to be reset so I DO RECEIVE SETTLED FUNDS WITHIN 1-BUSINESS DAYS
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.
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.
Attached is my bank statement for the dates Jan 6th - Jan 8th. There are overdraft fees that I incurred because our deposits were not made on timeI need to get reimbursed $for NFS fees at $per NFSIn addition there are still other funds being heldWe settled transactions totalling $two days ago and the funds have not been deposited into our bankI also checked on the Cayan merchant portal and do not even see the batchI have been with your company years and normally deposits occur the next business day after they settleThe terms of my deposits should not have changed and should still be next business day
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 # ***.
If Cayan had made good on their word in their response, I would be satisfiedThey promised to follow up on refunding my overcharges by the end of LAST WEEKLast Friday was 1/It is now the following Thursday and I haven't heard a word from them. It seems that Cayan's business strategy is to sound nice on the phone and tell clients that everything is fine and money will be refunded, but they will actually never refund anything unless the customer begins pursuing third party recourseI am still hopeful that the Revdex.com's involvement will yield the appropriate result and there will be no need for attorneys. 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 # ***
The response from the business will only be acceptable once the refund has actually been granted and the funds arrive in my account. At that point, I will accept the response from the business. According to them it will take up to days for the refund to be deposited in my account. In days time I would be happy to provide an update and hopefully close this case in a satisfactory manner
Regards,
*** ***

We've forced closed this customer's accountCayan can find no record of the customer previously requesting the account be closed but a senior member of our customer experience team has reached out to the customer to discuss the specifics and what can be done in terms of a potential courtesy refund
as the account has not been in use(Cayan does not monitor account activity and per the service agreement open accounts are subject to monthly service charges regardless as to whether transactions have been run)

Hi ***, Once you are valid we are more than willing to refund you months of the “TIN/TFN Invalid” feePlease attach a copy of the 4/20/and 6/10/emails that you sent and we will further investigate this for you Best regards,

Hi ***,I contacted you at your daytime phone number and left a voicemail with my contact informationI am currently checking with our accounting department regarding your refund checkI will also send you a password reset to the email address that we have on file for Portfolio Manager to view
your statements; please use your digit merchant id/number as your username.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 # ***
The information provided is completely falseCayan has orchestrated the closure of the account with the processor which is *** Cayan use this company as the processor and engaged them from the onsetThe reason the account is closed is because Cayan have closed itWe agreed to leave a small reserve on file with Cayan to cover the less than 1% of chargebacks that we have however the no communication stance adopted by Cayan has made the situation untenable! We are simply trying to recover monies that are legally oursAll orders have now been fulfilled and as such the chance of any future chargebacks is very slimHolding $14,is therefore excessiveAll emails and phone calls to Cayan continue to go unansweredPlease help! Despite numerous communication
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.
Hello,We need a statement from them showing our account is closed and the balance is $0.00.Thank you,*** ***Problem:WE CANCELLED OUR ACCOUNT WITH THIS COMPANY AND HAVE NOT USED IT SINCE FEBRUARY OF WE FILED A COMPLAINT LAST MONTH (ID ***) THAT THEY CONTINUED CHARGING USTHEY ISSUED A PARTIAL REFUND BUT NO CORRESPONDENCE CONFIRMING THEY CLOSED THE ACCOUNTTHEREFORE THAT COMPLAINT WAS NOT RESOLVEDTHEY ARE STILL TRYING TO CHARGE US AND HAVE JUST SENT A BILL FOR $PAYABLE TO FIRST DATA MERCHANT SERVICESSO THEY ISSUE A REFUND AND THEN ISSUE CONTINUED BILLING AS IF WE ARE STILL A CUSTOMERUNBELIEVABLE!! SO HERE WE ARE HAVING TO CONTINUE DEALING WITH THIS AND SPENDING OUR TIME TO GET RID OF THIS COMPANY.Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentDesired Outcome:DESIRE THAT THE COMPANY ISSUES A STATEMENT SHOWING THAT THE ACCOUNT IS CLOSED AND THE BALANCE IS $THAT THEY DO NOT TRY TO CHARGE US AGAINTHAT THEY CORRECT ANY INFORMATION GIVEN TO COLLECTION AGENCY THAT WOULD AFFECT OUR CREDIT REPORT
Regards,
*** ***

I have left a message on Mr*** phone stating that the money was deposited into his bank account with the trace id to verify with his bank

This issue stems from the customer's account information being compromised; however to be clear, that compromise was not in any way related to Cayan mishandling customer dataSince this issue first came to light, we have worked to the best of our ability to assist our customer in recouping these
fundsThus far we have been able to assist in recouping $111,of the misrouted funds and have had multiple conversations with the banks involved as well as with the FBI agent assisting the customer in this matter in an attempt to help resolve this issue Cayan will continue to assist in whatever way possible in dealing with the banks involved or with the FBI agents or *** *** NJ police department in their continued investigation

Customer is correct, the timeline was not metThe refund we calculated did not align with what the customer felt was due so Cayan's Director Of Customer Advocacy requested the refund be recalculated to ensure we arrived at the correct numberWe will be reaching out to the customer asap