Cayan, LLC

Provide the Refund ASAP and I will happily close this complaint.
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.
Regards,
*** ***

Hello,Our return policy on equipment indicates all sales on wireless terminals are final and all other equipment requires a 35% restocking fee (which also covers the cost of us having to reprogram a terminal once we receive it back)However in this case, as it appears there was a miscommunication
between the merchant and sales rep as well as a delayed response from our customer service dept we've funded the full amount of $back to the customer credit card.Please accept our apologies for any confusion and delayed response.Thank you,*** ***Director of Customer Advocacy

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.
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.
You confirmed receipt of my notice of account cancellation on December 31, 2015, however you have not confirmed that the account is closed Please provide confirmation of such, as well as a statement detailing December fees you claim are due along with an address / contact person to whom I can mail a check
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 #***, if in fact they follow through with the closure and refundI have printed confirmations that I did in fact follow their links to cancel the account. I understand that by choosing to accept the business response that my complaint will be closed as resolved, but I will issue a new complaint should they not follow through.
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 # ***
Cayan has continued to charge my account after it was closed, and over the entire course of the time their fees were much higher than the $per month I was originally quoted.
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.
Regards,
*** *** The response by Cayan is an obvious attempt to avoid addressings the issues regarding our account!1) We have changed internet service providers, so any email that went to our old email address, would have failed delivery, and Merchant Warehouse should have been aware of that.2) The amount of $is an estimate based on initial review of our Bank Statements.3) The agreement made by the representative when we started doing business with Merchant Warehouse, was that we would never be charged any PCI fees! That has certainly not been the case!4) Any and all fees that have been charge in regard to PCI have been charge in error.Regards,*** ***

Hi ***,Can you please provide specific dates regarding the claimed amount of $because I don't see that we owe you any funds on this accountBest regards,

This customer is correct in that they closed their account shortly after they completed the application and approval process with usUnfortunately the equipment connected to their order was already sent outThe customer then contacted us months later after being billed a non-return fee for the
equipment that was being leased as part of their contract with usNormally the non-return fee is non-refundable however in this case, as it appears the customer was not sent call tags to return the equipment, we agreed to refund the customer in full upon receiving the equipment back from themWe confirmed the equipment arrived in our warehouse and the full refund is being issued today

Of course you don't see what you owe meLook at all your track record of your business complaints, all the same problemI am
unable to login to merchant id, since my account is no longer active to retrieve the datesI did save all my emails though for all records and case #'sAugust 15-*** ***, Aug 27 Thank you for contacting Cayan Customer Support.Your request for assistance has been receivedCase #*** - "Funds owed" 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 1-*** and reference the assigned case number in this messageThank you.Cayan Support then anpother one on september 14 All issues associated with Case #*** - "Funds owed" have been resolved and the case has been closed. Please call us at 1-*** with any additional questions you may have.Thank you.CayanSupportI dont know why case been closed if my bank statement doesnt show any deposit from you guys, bank statement for time from april to present shows no fund depositedSept 16 more on dec5- saying Update: *** *** Systems Stabilized and Notice: *** *** *** Service InterruptionThe absolute worst part is I never signed any piece of paper Dear Valued Customer,Cayan’s systems show response times for credit and debit transactions have returned to normalWe are continuing to monitor closely and working to receive additional analysis from *** ***.Today’s reported *** *** outage was atypical from a payment processing standpointAs reported by major news outlets today, a number of banks and card issuers also experienced disruptions in their service, and it’s believed that these two issues are connected Early indications are that there was a processing platform issue, and also an issue impacting the card issuing sideThese disruptions caused a number of intermittent messages and declines at the cardholder level and this was the cause for many of the service issues we all experienced todayBecause of the service disruptions impacting issuers, it appears that consumers with the impacted cards were unable to use those cards across all platforms for all providers. We’ll continue to monitor our system and advise you if any issues persistIf you have any questions or concerns, please contact our Customer Support Team

Hi ***,I apologize about thisYou’ll get your funds no later than Monday 01/11/and this will be a deposit for 2,This deposit for $includes the following settlements: $1586.00; $886.00; $39.00; $Please also attach your bank statement for the bank account that we have on
file to this complaint so we can take a look at your overdraft fees (please note the overdraft fees you send should only be for these dates: 01/6/to 01/10/2016.Best regards,

This customer had two accounts with us and when he initially called to cancel his service we were under the impression he only wanted one, not both accounts closedWe can confirm both accounts have been shut down and a member of our Customer Advocacy team his reached out by phone twice and sent a
confirmation emailWe've also issue a full refund to the customer for the months the account remained open after his initial request was placed

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 # ***. Cayan was called in reference to the account in Dec of to cancel the account. All I have for proof is the email that was sent with a cancellation link from that date, as most of the sent emails on that account have been deleted since it has been so long. The cancellation was submitted and obviously didn't work for whatever reason, however the monthly charges kept coming. The monthly charges on the account appear very similar to others so the small amounts are easily overlooked. As mentioned earlier, a company of your stature- especially concerning the transfer of money, should have followed up on an account that had ZERO activity since "opened", and contacted then via phone to stop the account. I have no need to give "proof" of what has happened here, it is very clear. My signature on your application form was for sure FORGED, there was a cancellation link sent to me in Dec for obvious reasons, and there was ZERO activity from my company for your services on the account. Cayan has until 3:30PM EST Dec 11, to refund the entire amount of withdraws. From there my attorney, local police, and the IL Attorney General will be handling this case from here on. This case is very simple as the original forgery offense is a serious crime. Againthis will be much easier for Cayan and myself to resolve by the simple action of refunding the charges- not like it's tens of thousands. Just do what is right and we will all walk away.
Regards,
*** ***

Hello,Per our conversation, I will get back to you regarding the NSF fees either by end of business day or Friday morning.Thank you

This merchant has had numerous chargebacks and our risk department has determined we cannot support the risk on the accountThe account has been shut down and the funds are being held to cover the chargebacks

Hi [redacted]I apologize for any confusion we will refund you in full for the requested amount for the months that you had service with us. Please allow 7- 10 business days to receive a check in the mail to the address you listed in this complaint.Best regards,

This customer did sign a contract with us back in March of 2016. As such they should have a copy and be aware of the terms of service. The customer sent an email to us in Sept 2017 indicating her practice moved, we responded both by email and phone but received no response. It is the customer's...

responsibility to terminate their account. Yesterday the customer called into our contact center regarding overdraft fees she incurred. Cayan was actually unable to debit our monthly fees due to insufficient funds for the past 2 months. Our customer service rep offered a refund of 2 months as a goodwill gesture however the customer refused. We will not be issuing any additional refunds as it is the customer's responsibility to close their account, on top of the fact that we reached out to this customer and received no response and were also unable to debit the fees owed to us due to insufficient funds. We will be force closing this customer's account.

The customer was advised back on Aug 4th and Aug 16th that Cayan did not capture these funds. Cayan does not have these funds as we cancelled the transactions on our end due to them being high risk and outside the agreed upon transaction parameters set forth in the processing...

agreement. It has been explained to the customer that the issue is the authorizations being held on the client's card not being released by the issuing bank. Cayan has no authority to release this funding. it is strictly up to the card issuing bank to determine when the authorizations will drop off and the funding is released back on the client's card. We have since closed the customer's account due to high risk transactions. To reiterate, Cayan has never held this customer's, nor their customers' funds.

Hi [redacted],Thank you for letting us know about your recent experience with us. I apologize that our service didn't meet your expectations and will pass this information on to the appropriate department. We will be refunding you $30.00 which is for the months that we charged you: July-September. That...

said, if you are able to provide us with a copy of your bank statement showing proof that we charged you an additional 21.79 we would be happy to refund you that as well.Best regards,