Cayan, LLC

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. 
Respectfully, it has been more than two weeks since I sent form R03 and nothing has changed.  Every time I call they say they can't find the form that I emailed to them.  Then they say it takes another five business days after I send the form for the deposit to be made.  This may be some kind of delay tactic.  I reiterate that as of this moment I have not received one penny from the credit card transactions we have made and I would like a full refund of $78.00 along with the charge amount of $330.00 for a total of $408.00.  Send a check because Cayan seems incapable of making an electronic deposit that other credit card processors have no trouble doing and I know because I am working with two other companies and they don't have these problems.
Regards,
[redacted]

Hello,I do apologize for your account having ACH withdrawals. I will contact you later today to refund the amount.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].
[This company is a fraud. They use bait and switch tactics. I talked to them and they do not want to siriusany refunds. They have charged my account without notifying me in addition to the monthly fees that they regularly charged. I do not know what other way to tell you that they mislead their clients. Be careful and let others know so they do not get stock with them in their trap. It is fraud.    Regards,
 [redacted]

We can confirm this merchant did call to cancel their account back in 2014. We never received the cancellation paperwork back from the customer which is why the account was never actually shut down, however as the customer never used the account after that cancellation request was made we're...

having our research dept calculate what the total refund back to the customer would be, at which point we will reach out to the customer and confirm the best way to issue a refund. We can confirm the customer's account was official shut down in Aug 2017.

This customer successfully cancelled their account with us in Sept, the fees that were assessed in early Oct were the final month end fees from Sept as the merchant cancelled mid-month. However as the customer hadn't actively used the account for a number of months prior to cancelling we're...

having a member of our Customer Advocacy team reach out to confirm we'll be issuing a full refund of the fees in question. We hope this answers any questions and satisfies the customer's concerns.

Hello, Please our response below for complaint # [redacted]: Hello,We would be happy to refund you in full; to receive this refund all you'll need to do is submit proof of your December 2014 cancellation. Please also keep in mind that you were debited on a monthly basis to your business account; thus this acknowledges that you and/or your accountant were aware of the continued service.Best regards,  
[redacted]Client Services Team Lead

Better Business...

Bureau:
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 resolved. 
Regards, [redacted]

This customer has been with us since 2010 and is priced extremely competitively. We've been in communication with the customer throughout the week regarding the pricing of his service agreement and as a gesture of good will for having been a longstanding customer we reviewed the...

pricing structure of his agreement and and offered to lower it though he has yet to confirm he'd like to accept our offer. The customer was billed a yearly industry fee on this last statement that he has paid each year since the industry mandated the change and it is detailed out in the service agreement with us. This is not a fee we can refund. The customer is not in a contract with us and will incur no penalties or fees if he chooses to terminate his service agreement with us should he find another company that better suits his business's needs.

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].
Regards,
[redacted] * [redacted]

One of our representatives just spoke with the customer and it sounds like there was a simple misunderstanding regarding the status of his accounts. Both accounts are now closed.

We have no documentation that this customer tried to cancel multiple times before Dec 2016 (which is when we actually closed her account). However as a member of our customer service team promised a refund based on receipt of proof of overdraft fees (which we confirmed receipt...

of) a refund as been issued to the customer.

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].
It seems like we have agreed to disagree. As I mentioned before. I called and spoke to someone on September 2015 to cancel my service, but was money was drawn monthly and yearly from my bank account without any communication with me and without the direct name of the company.  I received no email or mail statements regarding continuous billing of this service and have had no activity on this account for over 2 years.   This is shady billing and I request a refund for all services billed since October 2015.  Thank you
Regards,
[redacted]

I have been using this company for over 8 years. Recently they have started to hold my deposits longer than the usual one or two business days. Last Wednesday we had deposits of over $500 settle and I am still waiting to have the money deposited into my account. At this time the amount is now almost $1000. It greatly affects my business when they withhold my deposits without any explanation or email. I opened a case last week and still the money has not been deposited into my bank account . The Case #[redacted] . I need to have them deposit my money ASAP into my bank account. There was a time that I used to process almost $24,000 monthly but given the issues I have had with Cayan I has started to use Square to process my credit card payments. This company is unethical.  They need to deposit my money into my bank account ASAP!

Hello, Oursincerest apologies for this inconvenience. Please message us your MID and thebest number to contact you at and a member of our customer care team will reachout as soon as possible. I am trying to reach you by phone, is there anothernumber I could contact you at.  Regards,

Hi [redacted], Please attach a document of your bank statement; we are unable to accept the screenshot that you provided. We understand your frustration and as soon as we receive the attached document we can move forward in sending you a check for the disputed 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 # [redacted].  The account was closed both verbally and by logging into our account per the customer service employees instructions in 2014.  The account was closed and this is evidenced by the fact that no charges were debited from our account from the closure date of 12/2014 to 06/2016 when you began charging our account again. Furthermore we have not received an invoice since 12/2014.   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]

We contacted this customer to rectify this error. We finalized the account closure, confirmed merchants addressed in order to send call tags so customer can send back equipment and issued a refund for all charges the customer incurred after his initial request to close his account.

Hi [redacted],We have processed a refund on your account for the 11 overdrafts at $34 (each); please allow 5-7 business days to see this deposit back into the account that we have on file. Regarding the settlement for $1276.00 it was settled on 01/11/2016 and deposits take place within 1-2 business days of the settlement date; therefore you should receive this tomorrow.Best regards,

This customer's bank account had a hold or block put on it from the bank's side and as such we were unable to debit our fees from the account. In instances where this occurs we hold the customer's funds until we're able to debit our fees per the merchant processing agreement. As soon as the bank...

account issue was resolved we released all the fees owed to the customer as well as collected the fees owed to us. This customer's account is open and active.

Hi [redacted],It seems that you've been non-compliant for 2 years; once you become compliantI’d be happy to refund the $99.00 you were charged during November 2014. Pleasekeep in mind the reason you were charged is because as the sales representativestated in an email that we have onfile from 2011 that if you are non-compliant you will be charged and this isexactly what happened. You can contact control scan at [redacted] to becomecompliant. If you have changed your email address you must contact us, toadvise us of theupdated email address. That said I can update your email address so that wehave the correct onegoing forward but I’ll need you to verify your account 1st; thus can you confirmyour merchant account number and the last 4 digits of you social security orfederal tax id.Regarding the $2000.00 discrepancy I’ll need dates and dollar amounts to assistyou.Best Regards,