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]. I have called you're company for 3months every time I am total my account is cancelled and I will receive a refund. However I still have no refund and you keep taking money out of my account. You have took $218.70 out of my bank account on a so called canceled account, I have been told I will receive a refund since December still NO refund and not for the full amount took and was told in November my account was canceled as well as twice in December and here we are in January and here again you took money for my so called canceled account. I have sent unbelievable amount of time calling your company (do you know your hold times are over 15 minutes long and sometimes longer and then you get transferred to a department where no one is at you have to leave a message and then no one ever calls you back, it is funny however when you call the sales department no wait time and someone always answers) all this to end up at the same spot the next month!
Regards,
[redacted]
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 belowyou took $138.90 out of my account in December not $90 and my records show I first called your company November 3 and that was the first message I left for the cancellation department, I have never spoke to anyone in that department have left 4 message but they have never returned my call.
Regards,
[redacted]
In looking over this merchant’s banking, it appears this is a net spending account which only allow certain deposits such as payroll deposits, tax refunds or government deposits. When her application went through, our system could not differentiate, as the routing number and account are real, but this is actually a Net Spend account that only allows certain deposits.This is why she received a reject as the bank could not locate the account.. If the merchant has a saving account, we could deposit and debit from there as long as the DBA of her business is attached to the savings account.
Hello, I am very sorry to hear about your experiences with Merchant Warehouse, now known as Cayan. We have closed out your account and and submitted a refund request for the month of December in the amount of $42.94. Moving forward we hope that your business will continue to grow and...
succeed and we will be able to offer different card processing options for multiple devices.Thank you, Customer Care
Hello, I'm sorry to hear about your experiences with Merchant Warehouse now known as Cayan. Please be advised that I have gone ahead and closed out your account (you will not be billed for January) and have issued a refund in the amount of $209.85, the check will be mailed to [redacted]...
[redacted], NJ [redacted].Thank you, Customer Care
We have confirmed that both of the Genius CEDs in question are now working. We have put the gift card order on hold (the customer's card has not yet been charged) until we are sure that everything is working to the customer's satisfaction. We're hopeful this should resolve this particular issue.
I have spoken with [redacted] and have agreed that we did not handle this process correctly for her, so we are going to be issuing a refund for $120.80 which will be sent via check on Monday to the address we have on file. We are going to make sure that we address the correct handling of this issue...
with the sales team; [redacted]'s sales representative was unfortunately under the impression that fees would automatically be waived when someone doesn't process, but it is a rebate after they've been charged.
I'm sorry to hear about your experience. You absolutely should not have been charged the fees for the month of January, as you took the correct steps to close the account in December by calling in and requesting that we assist with it.I'm happy to issue a refund check in the amount of $228.80: this...
includes the $99 Compliance Service Package fee charged on the November statement as well as the full fees charged on the December and January statements. The check will be sent to the address on file, [redacted], [redacted] MO [redacted]. You can expect to receive these check in 10 - 14 business days.If I can be of any further assistance, please feel free to reach out to me at [redacted]@cayan.com
I'm sorry that this issue has taken this long to be resolved. I've entered in the $200 refund as requested, and have sent [redacted] an email addressing most of the concerns listed here. I've asked for the opportunity to further discuss these concerns over the phone so that we can make sure we are...
addressing these areas internally and making for an overall better customer experience.
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.
This is not yet resolved - I am still poring over the figures in the account attempting to make sense of the fees and their accounting processes (ie including non-authorized transaction amounts with the authorized transaction amounts. Unauthorized transactions have not been processed, yet the account summary suggests otherwise.)Additionally, there appear to be a large number of uniquely different types of fees that I'm awaiting an explanation for.
Regards,
[redacted]
I have provided feedback to the customer in regards to the fees that were unclear and am awaiting further information to continue to help get this issue rectified. I'm hopeful once we receive that, we'll be able to reach a satisfactory resolution.
Revdex.com:
There is nothing to accept, it only says they will look into the matter. Yet, if I understand what Revdex.com states here is that I have to...
accept or rejet what has been offered, since there hasn't been any offer I have to reject it.they (Cayan) has contacted me and still are asking me to open a business account, as I have stated that is not an option. I truly do not understand why they now can't do what they had said they could in the beginning of the last phone call and changet everything to my personal name and make the deposit. As I said the customer service department had made the offer to do so when I first called about this last Friday and when I accept that all of a sudden they are ignoring me accepting it and only giving me the option of opening a business account.
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. Regards,
[redacted]
Hello, I'm sorry to hear about your experience with [redacted]. Since receiving your message via Revdex.com, the account rep you spoke with is going to assist you in close the account. A refund of $99 has already been place. We only have a record that you tried to cancel on the 10th of...
November. Once we receive the cancellation form, we can force close the account so that no withdrawals are taken for the month of December.Thank you, [redacted]
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]
Hello, I have issued a refund for account [redacted] (WWW.BUILDINGSANDCASTLESLLC.COM) in the amount of $29.95 for the month of October 2014. You already received the $9.99 and the rest of October is being refunded in amount of $29.95.Another refund has been issued in the amount of $68.94 for account [redacted] (BUILDING SANDCASTLES, LLC). The total amount you will be receiving is $98.89 which will be mailed [redacted] SC [redacted].Thank you, [redacted]
Hello, Thank you for contacting Merchant Warehouse via the Revdex.com.Account #1 BUILDING SANDCASTLES, LLC [redacted] - called in to cancel on 10/22/14 - received form 11/6/14 to cancel Last bill was for the month of October 2014 in the amount of $39.94 (because account was closed after the...
2nd business day of the month) fees for October were debited in early NovemberAccount # 2 WWW.BUILDINGSANDCASTLESLLC.COM [redacted] - called in to cancel on 10/22/14 - received form 10/24/14 to cancelLast bill was for the month of October 2014 in the amount of $39.94 (because account was closed after the 2nd business day of the month) fees for October were debited in early NovemberIf you have further questions about debits, please email me at [redacted]@merchantwarehouse.comThank you, [redacted]
Hello[redacted],
I'm sorry for your experiences with Merchant Warehouse and our tech support team. This is being looked into and I will follow up with you once I have a solution.
Thank you in advance for your patience.
Cordially,
[redacted]
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.
[My mailing address is: [redacted], NJ [redacted]. Please confirm you had made the changes to the check being mailed to me]
Regards,
[redacted]
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]. I have called you're company for 3months every time I am total my account is cancelled and I will receive a refund. However I still have no refund and you keep taking money out of my account. You have took $218.70 out of my bank account on a so called canceled account, I have been told I will receive a refund since December still NO refund and not for the full amount took and was told in November my account was canceled as well as twice in December and here we are in January and here again you took money for my so called canceled account. I have sent unbelievable amount of time calling your company (do you know your hold times are over 15 minutes long and sometimes longer and then you get transferred to a department where no one is at you have to leave a message and then no one ever calls you back, it is funny however when you call the sales department no wait time and someone always answers) all this to end up at the same spot the next month!
Regards,
[redacted]
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 belowyou took $138.90 out of my account in December not $90 and my records show I first called your company November 3 and that was the first message I left for the cancellation department, I have never spoke to anyone in that department have left 4 message but they have never returned my call.
Regards,
[redacted]
In looking over this merchant’s banking, it appears this is a net spending account which only allow certain deposits such as payroll deposits, tax refunds or government deposits. When her application went through, our system could not differentiate, as the routing number and account are real, but this is actually a Net Spend account that only allows certain deposits.This is why she received a reject as the bank could not locate the account.. If the merchant has a saving account, we could deposit and debit from there as long as the DBA of her business is attached to the savings account.
Hello, I am very sorry to hear about your experiences with Merchant Warehouse, now known as Cayan. We have closed out your account and and submitted a refund request for the month of December in the amount of $42.94. Moving forward we hope that your business will continue to grow and...
succeed and we will be able to offer different card processing options for multiple devices.Thank you, Customer Care
Hello, I'm sorry to hear about your experiences with Merchant Warehouse now known as Cayan. Please be advised that I have gone ahead and closed out your account (you will not be billed for January) and have issued a refund in the amount of $209.85, the check will be mailed to [redacted]...
[redacted], NJ [redacted].Thank you, Customer Care
We have confirmed that both of the Genius CEDs in question are now working. We have put the gift card order on hold (the customer's card has not yet been charged) until we are sure that everything is working to the customer's satisfaction. We're hopeful this should resolve this particular issue.
I have spoken with [redacted] and have agreed that we did not handle this process correctly for her, so we are going to be issuing a refund for $120.80 which will be sent via check on Monday to the address we have on file. We are going to make sure that we address the correct handling of this issue...
with the sales team; [redacted]'s sales representative was unfortunately under the impression that fees would automatically be waived when someone doesn't process, but it is a rebate after they've been charged.
I'm sorry to hear about your experience. You absolutely should not have been charged the fees for the month of January, as you took the correct steps to close the account in December by calling in and requesting that we assist with it.I'm happy to issue a refund check in the amount of $228.80: this...
includes the $99 Compliance Service Package fee charged on the November statement as well as the full fees charged on the December and January statements. The check will be sent to the address on file, [redacted], [redacted] MO [redacted]. You can expect to receive these check in 10 - 14 business days.If I can be of any further assistance, please feel free to reach out to me at [redacted]@cayan.com
I'm sorry that this issue has taken this long to be resolved. I've entered in the $200 refund as requested, and have sent [redacted] an email addressing most of the concerns listed here. I've asked for the opportunity to further discuss these concerns over the phone so that we can make sure we are...
addressing these areas internally and making for an overall better customer experience.
Hello,
The $5022.00 was paid on 9/29. This transaction exceeded the average ticket amount which is why it was held under review.
Thank you,
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.
This is not yet resolved - I am still poring over the figures in the account attempting to make sense of the fees and their accounting processes (ie including non-authorized transaction amounts with the authorized transaction amounts. Unauthorized transactions have not been processed, yet the account summary suggests otherwise.)Additionally, there appear to be a large number of uniquely different types of fees that I'm awaiting an explanation for.
Regards,
[redacted]
I have provided feedback to the customer in regards to the fees that were unclear and am awaiting further information to continue to help get this issue rectified. I'm hopeful once we receive that, we'll be able to reach a satisfactory resolution.
Revdex.com:
There is nothing to accept, it only says they will look into the matter. Yet, if I understand what Revdex.com states here is that I have to...
accept or rejet what has been offered, since there hasn't been any offer I have to reject it.they (Cayan) has contacted me and still are asking me to open a business account, as I have stated that is not an option. I truly do not understand why they now can't do what they had said they could in the beginning of the last phone call and changet everything to my personal name and make the deposit. As I said the customer service department had made the offer to do so when I first called about this last Friday and when I accept that all of a sudden they are ignoring me accepting it and only giving me the option of opening a business account.
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. Regards,
[redacted]
Hello, I'm sorry to hear about your experience with [redacted]. Since receiving your message via Revdex.com, the account rep you spoke with is going to assist you in close the account. A refund of $99 has already been place. We only have a record that you tried to cancel on the 10th of...
November. Once we receive the cancellation form, we can force close the account so that no withdrawals are taken for the month of December.Thank you, [redacted]
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I will be satisfied once I get an official letter stating that my account has been closed, and I have NOT received my credit yet. Regards,
Hello, I have issued a refund for account [redacted] (WWW.BUILDINGSANDCASTLESLLC.COM) in the amount of $29.95 for the month of October 2014. You already received the $9.99 and the rest of October is being refunded in amount of $29.95.Another refund has been issued in the amount of $68.94 for account [redacted] (BUILDING SANDCASTLES, LLC). The total amount you will be receiving is $98.89 which will be mailed [redacted] SC [redacted].Thank you, [redacted]
Hello, Thank you for contacting Merchant Warehouse via the Revdex.com.Account #1 BUILDING SANDCASTLES, LLC [redacted] - called in to cancel on 10/22/14 - received form 11/6/14 to cancel Last bill was for the month of October 2014 in the amount of $39.94 (because account was closed after the...
2nd business day of the month) fees for October were debited in early NovemberAccount # 2 WWW.BUILDINGSANDCASTLESLLC.COM [redacted] - called in to cancel on 10/22/14 - received form 10/24/14 to cancelLast bill was for the month of October 2014 in the amount of $39.94 (because account was closed after the 2nd business day of the month) fees for October were debited in early NovemberIf you have further questions about debits, please email me at [redacted]@merchantwarehouse.comThank you, [redacted]
Hello[redacted],
I'm sorry for your experiences with Merchant Warehouse and our tech support team. This is being looked into and I will follow up with you once I have a solution.
Thank you in advance for your patience.
Cordially,
[redacted]
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.
[My mailing address is: [redacted], NJ [redacted]. Please confirm you had made the changes to the check being mailed to me]
Regards,
[redacted]