Cayan, LLC

This customer had two different accounts with us dating back to The original account was shut down by the customer and closed successfullyThe customer opened a new account with us in He did have difficulty getting his equipment to work despite our best effortsAs a courtesy for
being unable to resolve his equipment issues we have refunded the customer months of processing fees, we've also force closed his account so he will not continue to be billed

Hi ***I apologize about your service experience you've had with usWe have record of an attempt to cancel on in October 2014; that said we are willing to refund you for the October to August 0f The check will be sent here: *** *** *** *** ** **
*** *** ** ***Best regards,

Hi ***,We can't mail you a check unless your account is closed Please keep in mind you agreed to allow us to ACH your account as long as it is active in our system.Best regards,

Cayan nor *** had nothing to do with the account getting shut down and in fact sent the customer the required paperwork to reinstate the account and the customer refusedOur Director of Operations again spoke with both the customer and his lawyer reiterating that as of March the funds were placed in reserve for days to cover future chargebacks, after the day time frame the risk department will review whether additional chargebacks came in and make the determination of releasing the reserve

Hello,My name is *** ***, Director of Customer Advocacy here at Cayan.*** does appear to have called in multiple times to cancel his account, however each time he called he was sent a link he needed to click on in order to deactivate his account, and each time that process was not completed
which is why his account wasn't shut downI can see that we recently force closed his account and a confirmation was sent to *** confirming this was the caseI've also just approved a refund for $(months of fees) to be mailed to him by check.Our cancellation process isn't meant to be difficult, it's actually quite the oppositeOur cancellation process was designed with providing security for our merchants to guard against unauthorized use of their accounts.Please don't hesitate to reach out to me with any additional questionsThank you,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #*** as I am still wanting a full refund. I am attaching copies of the emails that I sent trying to get to my statements and a copy of my retail merchant certificate with the correct TID. Please let me know if the document did not show up right.
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 was told that there was, in fact, documentation on file, but I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We can confirm this customer's account was not shut down on the back end in time to avoid an additional month's billingThe customer's account has been shut down and a member of our customer advocate team has reached out to the customer, confirmed the account closure and issued a refund to the
customer for the month of billing that should not have occurred

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 heard back from the processor and you can disregard the invoice as there seemed to be some confusion with Cayan and the ProcessorThe issue is now rectified; thus if you have incurred any debits on your bank account please send them in to us.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.
Regards,
*** ***

Cayan does not offer any merchant accounts for a flat $5/month feeThere are standard monthly charges plus transaction fees which is clearly detailed out in the application the customer signedThere are also no cancellation fees associated with the account so it's in Cayan's best interest to be as
clear and up front as possible when detailing out our fee structureThe customer was charged exactly as detailed iin the signed agreement and no moreAs of 5/2/the customer spoke to a member of our customer advocacy team who assisted the customer in cancelling his accounts

This customer did call us back in Sept of however she requested a rate review in order to help reduce *** and *** feesWe complied and completed a rate review and were able to reduce the customer's ratesThere was no contact with the customer until her request on Jan 7th to
close the accountAt no point did the customer ever request the account be closed before thatMonthly fees are charged regardless of account usage, much like a phone plan, as we incur costs for having an open accountAs a courtesy our customer service rep issued a refund to the customer in the amount of $for the last months of fees which included an annual fee for PCI complianceWe can confirm the customer's account has been successfully closed

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 company has apologized for the many, many times we never received a response, but they fail to give a solution preventing it from happening in the future
Regards,
*** ***

Hello,I am researching this and will pull a report showing any duplicates from April to April I will contact you once I receive the report.Thank you

Hi ***,I apologize about the experience that you had with usThis is to inform you that your account is closed and we will not charged you for monthly credit card fees and that we will also mail you a check for the requested refund amount.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 # ***.
On Thursday January 19th *** *** of Cayan left me a voicemail indicating that the $1,return of overcharges would be returned within to business daysToday is the 6th business day and the funds have not been returned. Cayan continues to communicate as if the resolution is a done dealUntil the funds have been received, Cayan continues to do nothing more than deliver missed deadlines. Thank you
Regards,
*** ***

We had a member of our Customer Advocacy team reach out this this customer and explain the cancellation process as well as let the customer know we have a signed copy of the agreementWe will also be issuing a two month courtesy refund as the customer was unaware that cancellation of the account needed to be done by her as opposed to the practice she was formerly a part ofWe can confirm the account has been closed

The $charge the customer is referring to was an IRS invalid fee due to the fact that the IRS number provided to us on the application did not match what the IRS had on fileMultiple attempts were made by Cayan to reach out to the customer to correct this in order to avoid the fee being charged
In Oct the customer provided the updated information which in turn lifted the $invalid feeIn December a member of our customer advocate team spoke with the merchant who at the time indicated she would cancel if not receiving a full refundOur policy is a month maximum refund after correcting the IRS invalid statusIn this instance the customer advocacy representative escalated the issue as was cleared to issue a refund for months of invalid fees totaling $The customer did not request to cancel the account until February at which point we agreed to force close the account, despite being past the cut off point to avoid having February month end fees debited in the first week of March

Hi,We have resent this to the new email that you have provided us; please also check your junk/spam folder.Best regards,