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BBB Accredited Business since

Cayan

Phone: (800) 941-6557 Fax: (617) 595-4043 1 Federal St Fl 2, Boston, MA 02110 View Additional Email Addresses http://cayan.com View Additional Web Addresses



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Description

Cayan develops and offers secure, award-winning payment processing solutions and merchant account services to developers, ISVs, VARs and merchants nationwide. The business states they help thousands of merchants to securely process all forms of electronic payments including credit, debit, EBT, rewards and gift cards, and checks using any payment processing device. Cayan also enables merchants achieve and maintain PCI compliance.

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Cayan meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Cayan include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 129 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews are not used in the calculation of the BBB Rating

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

129 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 54
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 54
Total Closed Complaints 129

Customer Reviews Summary Read customer reviews

49 Customer Reviews on Cayan
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 48
Total Customer Reviews 49

Additional Information

BBB file opened: January 25, 2002 Business started: 01/01/1998 in MA Business incorporated 01/03/2000 in MA
Type of Entity

Corporation

Business Management
Mr. Michael Gavin, SVP, Sales Mr. Henry Helgeson, Co-CEO
Contact Information
Principal: Mr. Michael Gavin, SVP, Sales
Principal: Mr. Henry Helgeson, Co-CEO
Related Businesses
Capital Bankcard
Number of Employees

220

Business Category

CREDIT CARD – MERCHANT SERVICES CREDIT CARD & OTHER CREDIT PLANS-EQUIPMENT & SUPPLIES CREDIT CARD & OTHER CREDIT PLANS Financial Transactions Processing, Reserve, and Clearinghouse Activities (NAICS: 522320)

Hours of Operation
M: 9:00 AM - 9:00 PM
T: 9:00 AM - 9:00 PM
W: 9:00 AM - 9:00 PM
Th: 9:00 AM - 9:00 PM
F: 9:00 AM - 9:00 PM
S: 10:00 AM - 4:00 PM
Su: 10:00 AM - 4:00 PM
Service Area
Cayan provides their services in ALABAMA, ALASKA, ARIZONA, ARKANSAS, CALIFORNIA, COLORADO, CONNECTICUT, DELAWARE, DISTRICT OF COLUMBIA, FLORIDA, GEORGIA, HAWAII, IDAHO, ILLINOIS, INDIANA, IOWA, KANSAS, KENTUCKY, LOUISIANA, MAINE, MARYLAND, MASSACHUSETTS, MICHIGAN, MINNESOTA, MISSISSIPPI, MISSOURI, MONTANA, NEBRASKA, NEVADA, NEW HAMPSHIRE, NEW JERSEY, NEW MEXICO, NEW YORK, NORTH CAROLINA, NORTH DAKOTA, OHIO, OKLAHOMA, OREGON, PENNSYLVANIA, RHODE ISLAND, SOUTH CAROLINA, SOUTH DAKOTA, TENNESSEE, TEXAS, UTAH, VERMONT, VIRGINIA, WASHINGTON, WEST VIRGINIA, WISCONSIN, WYOMING.
Alternate Business Names
Merchant Warehouse
Industry Tips
Consumer Credit Unauthorized Credit Card Billing

Customer Review Rating plus BBB Rating Summary

Cayan has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/27/2016 Billing/Collection Issues
8/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are a business that uses CAYAN as a credit card processing company and we have been working for over three months on a couple of credit card settlement transactions that got charged back to our account with no explanation. The first was on 05/06 in the amount of 1002.44 and the second on 05/19 in the amount of $1074.87 for a total due to us of $2077.31 We have had numerous conversations where they agreed they owed us the money and they would electronically put it into our account. This never happens. Each time after speaking or emailing we are told they will fix and then we get an email saying our case is closed. We have tried to talk to supervisors, management but this company makes it impossible to talk to people and no one will call you back. The most recent case # is 230406

Desired Settlement: I want someone in management to call us who has the authority to get our $2077.31 back in our account, give us a date of when that will happen .

Business Response: Hi *****, We apologize about any delay and inconvenience this issue may have caused. The origin of the pin debit reject issue seemed to be that you were processing cards as a pin debit transaction versus a credit transaction although you didn’t originally request to have the pin debit networks added. The pin debit networks have been added and we show that you have been funded for the $2077.31.Best regards,

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is a complete fraud. They have held my business credit card deposits for over two weeks. I have asked them to simply cut me a check for the held funds but they continue to give me the run around. Every customer rep I talk to tells me the money has been released and its on the way but never gets released. Unethical practices they should be prosecuted for their acts of holding clients money without authorization and not releasing them.

Desired Settlement: I want my deposits!! Enough is enough with this terrible company.

Business Response: Hi ***,We are unable to locate an account for you under the name, email, and phone number you provided. In order to assist you we will need to pull up your account. With that said, please provide us with your business name and 15 digit merchant account number; If you don't have your business name and/or 15 merchant account number please provide us with the email address that we have on file. Best regards,

8/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account with Cayan a couple of weeks before they were to debit their annual fee of $78 from my account. I specifically told them not to debit my account. They did so anyway and I incurred a insufficient funds fee. I contacted them to give them an opportunity to correct their mistake. I was assured that they would. I sent them proof the the insufficient funds fee was incurred due to their mistake as well and they said that they would refund me that as well. Several weeks have passed and I have tried to contact the representative 2x since then. They are now ignoring me and I have made a claim with my bank. I am really upset that this company would be this negligent.

Desired Settlement: I want them to refund my money and the bank fees I incurred.

Business Response: Hi ******, We apologize about any inconvenience this may have caused. If possible, can you please attach a copy of your bank statement reflecting that the overdraft was caused by the $78.00 Cayan debit that occurred at the beginning of July (we’ll need to see the balance at the time of debit; along with the overdraft charge on the bank statement) and we’ll be happy to refund you the disputed amount. Best regards,

Consumer Response: Better Business Bureau: 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.  I have already done so. I am attaching the screen shot here that shows the debit from Cyan caused me to be -$32.91 in my account, which proves it was their charge that put me in overdraft and that the fee incurred was specifically due to such. Further, they never refunded me the $78.00 either. I was in tough with their sales person, Mr. ****** and had already sent him a screen shot of the transaction.  While the result would be satisfactory, I do not believe that they will follow though.  Regards, ****** ******    

Business Response: Hi ******, 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,

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.] Better Business Bureau:I am attaching a print out. I do no have a statement as the statement period is not over and I do not feel that I need to wait a whole month to get my money. The attached statement clearly shows the charge from Cyan and the bank charges, which state clearly that they are due to the Cayan charge. This should not be taking this long to refund me.   Regards, ****** ******

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started using Cayan with a small business I was starting in March of 2015. I was never able to get to my account to view my statements because the password that was given to me would not let me into it. I called and asked them to send me the email to reset my password so I could get to my account information. They sent it to me but it would not allow me to reset the password. I called several times trying to get someone to help me get a password that would work. I also sent emails on their site asking for the link to reset the password. They sent it once but it would not work. The other times I emailed them I got no response. Whenever I called to talk to someone I was always put on hold until I got tired of waiting and hung up. I closed the store at the end of June 2016. I called to close my account and was finally able to talk to a person when I called on Saturday, July 9th. I told her I wanted to close the account but I also wanted to finally be able to see my statements. The lady I talked to had to get into my account, send it to her email, and then send it to my email and then gave me a password to use to get to my information. It was the first time I had ever been able to view my statements and what they had been charging me and taking out of my bank account. The first two months were fine and then on the third month they started charging me $50 extra because they said my TIN was invalid. I called back and talked to the same lady. She told me that my statement would have told me that they were going to start charging me for it. I looked at every statement and not one time was there a notification on the statements or by email or any other way that they had the wrong number. There was just the extra $50 charge every month for the next 14 months for a total of $700. The lady I talked to had someone else call me on Monday. I told him what was going on and he said he would talk to his supervisor. Later he e-mailed me that they would be able to refund 3 months of the $50 charge after I send a copy of my TIN. I e-mailed back that I wanted to talk to the supervisor and gave my phone number. I have not heard from either of them.

Desired Settlement: I want my $700 refunded to my bank account and any other extra charges that they put on the bill for this month since I have not been able to close the account yet even though it will not be used. Then I want my account with them closed for good with no further charges.

Business Response: Hi *****,   I apologize for any inconvenience but please note passwords on the Portfolio Manager/ Access One expires in 90 days for security purposes. It shows in our system that you only called in once on August 8/10/2015 prior to your 7/9/2016 call to view your statements. That said, if you had any questions or concerns regarding fees charged on your statement we would have been able to explain them on 8/10/2015. Also The statements that were available for your view during that call did show a line item labeled “TIN/TFN Invalid “ and this “TIN/TFN fee  reflects as something you were charged for. That said once you are valid we are willing refund you 6 months of the “TIN/TFN Invalid” fee.   Best regards,

Consumer Response: To whom it may concern,You said that I only made a call on 8/10/15.  Actually I made 5 calls that evening.  6:00 PM call lasted 18 minutes-----6:17 PM call lasted 2 minutes----- 6:19 PM call lasted 18 minutes----- 8:53 PM call lasted 3 minutes----- 8:55 PM call lasted 6 minutes.   I finally got an email to reset password at 8:59.  The link did not work.   I also had sent emails to your company on 4/20/15 at 10:55 AM stating that I was unable to get into my account and on 6/10/15 at 7:26 PM asking for help to reset the password.  I got no response either time.  This does not include the multiple times I tried the link that I had.  The reason I went with Cayan for my service was because I was told that you had an A+ rating with the BBB.  I thought that meant that I could trust your company.  I understand that your company is only there to make money.  I also know that the $700 you took from me was a small fortune to me but just a drop in the bucket for your company. I have had to close the business because it was not able to pay the billsand make a profit at the same time.If I could have seen my statements I would have know something was wrong immediately since 1 month your company took way more money than I took in.  In October of 2015 the credit card sales were $46.52 and you deducted $64.44 from my account.  Please do not act like I did not try to get to my statements.  Also, I was never notified by email, phone or any other way that there was a number missing from my TIN I am again asking that you refund all $700.  If you will send a fax number and who to send it to I will send a copy of my retail certificate with my number on it. I was sent an email on the 13th telling me to fill out the attached form to give the correct information but the form was not attached.  ***** 

Business Response: Hi *****,   Once you are valid we are more than willing to refund you 6 months of the “TIN/TFN Invalid” fee. Please attach a copy of the 4/20/15 and 6/10/15 emails that you sent and we will further investigate this for you.   Best regards,

Consumer Response: Better Business Bureau: 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, ***** ********

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is one of the worst. I am now missing over $4,500 in funds and getting an answer that makes sense is next to impossible. The employee in the "client services" department are actually in the "technical support" department and they cannot provide you with any help whatsoever. Their only protocol is to "request for a supervisor to call you back." (Representatives spoken to on 07/06/16: *****, ******, ***** on 07/06/2016 between 6:00am and 7:30am) I am still currently missing $4,500.00+ in funds and I have yet to be provided an explanation that makes sense. Several thousands of dollars are constantly held without warranty and when you try to get a supervisor it is next to impossible, or they conveniently call you back once everything is resolve days and days later. An email was sent to several Cayan representatives and we STILL have not received any response from Cayan Merchant Services.

Desired Settlement: We would like our funds released given there is no warranted cause to hold them.

Business Response: Hi *****,   When attempting to debit your account for funds owed to us, we received rejects from your bank. The rejects occurred on numerous occasions and the bank code that we received was a “R01”, which means insufficient funds. Due to the numerous unsuccessful debit attempts –we have to take what is owed to us from your credit card sale settlements. If there are any funds left after we retrieve what is owed to us, it will be release to your bank account. Here are some dates where we attempted to debit your bank account but received a insufficient funds bank reject:   Attempted debit on/around 2/25/16 $749.99-    This is for a refund back to your customers card. Please note refunds are debited from your bank account to retrieve the sale that was already deposited to you. Attempted debit on/around 6/3/16   $1947.48-   This is a chargeback, which is when one of your customers disputes a transaction. Attempted debit on/around 6/23/16: $384.99 –   This is a chargeback, which is when one of your customers disputes a transaction. Attempted debit on/around 7/5/2016 473.96 – June month end fees.   Best regards,

7/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: $3550 was take out from my merchant bank account with out explanation. On 1/25/2016 customer paid with **** ** ******* Credit Card for repairs of a semi truck in the amount of $3550. On 4/29/2016 I was informed by my credit card processing company that there was a dispute in regards to the charge because customer was not satisfied with the service we provided and $3550 was removed from my account. They also informed me the money is in the escrow account an till the issues is resolved. We were instructed to provide our statement and any documents proving our case. We provided detailed statement with every single receipt for all of the parts used in this repair. Along with the work authorization form. Shortly after money have been deposited back to my account at which point I expected the issue to be resolved. But today on 6/22/2014 this same amount was again removed from my account and when I called my credit card processing company they told me the **** ** ******* ruled in favor of their customer and refunded the money. No one contacted me or provided me with any documentation regarding how and why this decision was made. We spent almost $2000 on the part for this repair work.

Desired Settlement: I expect Cayan to do a full investigation in this fraudulent activity and refund $3550 dollars

Business Response: Hi ********,   Cayan has no control over a cardholder/customer disputing a charge. Please note that a **** cardholder has up to 18 months to dispute a charge. For this particular $3550.00 **** chargeback it was temporarily found in your favor; however your customer and their issuing bank reopened the dispute and submitted a claim with **** and this caused the chargeback case to go into arbitration . The outcome of any arbitration case gets determined by the card brand and because this is a **** card; **** gets to make the final decision (any decision made by **** or any card brand cannot be overturned). **** found this dispute to be in your customer/ the cardholders favor. We apologize but unfortunately Cayan cannot override ****’s decision.   Best regards,

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a credit card processor for $78.00 on March 11, 2016 and over the next two months submitted $330.00 in credit card charges/transactions through Cayan. I have not received one penny from my charges and when i call them they repeatedly ask me to fill out new forms to clarify the name and checking account of my business. Every week it is a new form or the same form as before and they never receive it even though it gets sent to the same email address. They always 'lose' the forms or cannot find them. No other companies have these problems or they fix them within minutes with a simple email confirmation. I cannot run a business without receiving the proceeds from my sales. This issue is unworkable as Cayan cannot make simple changes or even read their own email.

Desired Settlement: I would like my $330.00 in charges plus my $78.00 back for a total of $408.00. i would be happy to mail the credit card processor back.

Business Response: Hi ****** I apologize about the delay in funds but it seems as if your bank, ****** ******** ****** ***** continues to reject our ACH payments to you. The reject code we initially received  was a R04 (this is a national bank code)  which means “Invalid Account Number”; this ACH reject was caused by you giving us the incorrect account number when you opened your credit card processing account with us. Since the original ****** ******** ****** ***** reject you authorized us to change the bank account number to the correct one by providing us with a signed bank change form and voided check. Once we updated your account with the new bank account – we attempted to again deposit funds owed to you and we received another reject; the new reject is a R03  which means “No Account/Unable to Locate Account”.  Due to these continuous rejects we suggest either sending a bank letter (bank letter instruction on the R03 form) if keeping the same account on file along with the Nacha R03 form we sent you or  a voided check if you are placing a new bank account and/or routing number on file, along with the form. Regarding the $78.00 fee – this is non-refundable as we have a signed agreement from you agreeing to pay this. Please let us know if you would like us to send you a copy of this agreement. Best regards,

Consumer Response: Better Business Bureau: 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.  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, ****** *******    

Business Response: Hi ******, We received your bank change and have processed it immediately. You'll receive a deposit for anything held within 3-5 business days minus any monthly fees that your bank has rejected. Please note that your normal funding timeframe is 1-2 business days and it's possible that you'll get your most recent settlements a day or two before your held funds.Best regards,

Consumer Response: Better Business Bureau: 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.  Respectfully, I have been told 3-5 days every week for the last month.  Delay tactic.  I am not falling for it anymore.  $408.00, in  a check, overnighted to my address. Regards, ****** *******    

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a merchant account *************** with Cayan. Cayan who was formerly ******** ********* handles a portion of our credit card processing for our health club memberships. We have been with Cayan for almost 8 years. We have processed over $1,000,000 in transactions with Cayan over the past 8 years. Recently we processed a batch for $1586 that settled on 1/5. Normally the funds would be deposited into our bank account the next business day. As of today the $1586 has not been deposited. I have called Cayan on 1/6 and 1/7 and even opened a case #******. I was told that the funds would be released and have not heard back from them and the funds are still being held. As a result yesterday and today I experienced 10 overdraft fees because the deposit was not made. Cayan needs to deposit my funds asap, legally they can't withhold my money - I never even received any type of notification that there was a hold on my account and have had a hard time getting answers from them when I call.

Desired Settlement: They need to deposit the $1586 minus any fees for December's processing and credit my account $340 or the NFS fees from *****. 10 NFSs@ $34 per NFS.

Business Response: Hi ****,I apologize about this. You’ll get your funds no later than Monday 01/11/2016 and this will be a deposit for 2,560. This deposit for $2560.00 includes the following settlements: $1586.00; $886.00; $39.00; $49.00 . 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: 01/6/2016 to 01/10/2016.Best regards,

Consumer Response: Better Business Bureau: 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 11 overdraft fees that I incurred because our deposits were not made on time. I need to get reimbursed $374 for 11 NFS fees at $34 per NFS. In addition there are still other funds being held. We settled transactions totalling $1276 two days ago and the funds have not been deposited into our bank. I also checked on the Cayan merchant portal and do not even see the batch. I have been with your company 8 years and normally deposits occur the next business day after they settle. The terms of my deposits should not have changed and should still be next business day. Regards, **** *****    

Business Response: Hi ****,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, 

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *****

Consumer Response:

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 #****** . 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!

 

Business Response:

Hi ****,

I don't see that we are currently holding or have delayed any of your credit card settlements. Please keep in mind our funding timeframe is 1-2 business days and Saturday and Sunday aren't considered business days.

Best regards,

Consumer Response:

Better Business Bureau:

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 account. I had close to $700 settle this past Sunday May 1st and funds have not been deposited into my bank account. However you had no problem debiting my April fees on May 2nd.  I also had close to $400 settle May 4th and again funds have not been deposited into my account. I have been using your company for over 8 years and up until 3 months ago I would get my settled funds within 1 business day, now I have to wait beyond 4-5 business days to receive my funds. This is greatly affecting my cash flow and as a result I have bank overdraft fees.

You need to deposit my funds asap and also reimburse me for over draft fees totaling $204.00 - In addition my account needs to be reset so I DO RECEIVE SETTLED FUNDS WITHIN 1-2 BUSINESS DAYS.

Regards,

**** *****

 

 

Business Response:

Hi ****,

It looks like when we attempted to retrieve the $89.00 chargeback on 4/21 /16 (chargebacks are when your customer has disputed a charged with their bank ) we received a reject back from your bank due to insufficient funds (reject notices from your bank take 5-7 days for us to receive) and because of this we needed to hold subsequent batch(s) to re-coup that loss amount. If you would like to avoid this in the future we suggest keeping a balance of available funds in the bank account that we have on file for month end fees and chargeback disputes. Please keep in mind if rejects continue it will put your account at risk for closure.

Best regards,


4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cayan has not deposited funds into my account for a few weeks. For three times now the deposits were put into the wrong account. After each try I was told this would be fixed and the money would be there in a few days.

Desired Settlement: Deposit the money

Business Response: Hi *****, I apologize about the delay in funds but it seems as if your bank, ***** ***** **** continues to reject our ACH payments to you. The reject code we get is a R13 (this is a national bank code) which means your bank is unwilling to accept this payment due to the account and routing number you provided us being “Non-ACH”; “Non-ACH” which means it’s not able to accept electronic credits and debits. I would suggest placing a new bank account and routing number on file due to continuous rejects or have your banker check the account and routing number to confirm what you have provided us is correct. Best regards,

Consumer Response: Better Business Bureau: 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.  [If you are rejecting the business's response please enter your rejection comments here.] MyRegards, ***** ********    

Business Response: Hi *****, I apologize about any frustration this funding issue may be causing. Your current bank account with ***** ***** ****, did not accept our submission(s) due to a Non-Ach reject code: R13. If you would like more information about your agreement to allow monetary transfers to and from your bank please refer to Part III section A1. of the program guide. Instructions on how to access the program guide can be found on the confirmation page of the Merchant Processing Agreement. Part III section A1. “Electronic Funding Authorization”: States that all payments to you shall be through the Automated Clearing House (“ACH”) and shall normally be electronically transmitted directly to your bank account on file. Best regards,

Consumer Response: Better Business Bureau: 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.  This is in reference to complaint #********. After three times Cayan card services was unable to deposit money into my account saying that it was put into a different account. Now after my BBB complaint they are saying the routing number was wrong. I meet with the bank manager on Friday and she said the routing number is good. All I want is my money, so they can mail me a check. Overnight would be best. I would be willing to pay for the fees for that or at a scheduled time I will be at my bank with the manager to wire the money to my account. Please let me know what works best.Thank you Regards, ***** ********    

Business Response: 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,

Consumer Response: Better Business Bureau: 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, ***** ********    

4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to cancel with Cayan, previously known as ******** *********, on January 13,2016. I have my personal call log as proof of the phone call and the length of the call. When I called to cancel on January 13th I spoke to a lady who was very nice and asked me why I was canceling, I gave her my reasoning and she said she understood and that my account would be cancelled. After I got off the phone with her I was then directed to call another number because they had double charged my account. I called the other number and spoke to another lady and worked out the double billing issue. I noticed that my account was charged $182.95 April 4, 2016. I called to let see why I was charged and the man I spoke to over the phone told me that he has no log of me calling in over a year. He asked me what the name of the person I spoke to when I canceled and I told him I could not recall and that I would have to look back at my notebook. He said that my account was not cancelled and that he has no record of me even calling on January 13th, contrary to my **** phone records. I asked if the conversations were recorded and if he could please pull it up because I was certain I cancelled. I told him that I would like to speak to a supervisor and that I needed to be refunded for all the charges I had been charged since I had cancelled my account. He asked if I would like to be on hold forever then that was fine he would get his supervisor. At this point in the call I realized I was dealing with a company that had a lack of any ethical code or good customer service. I have worked with several other merchants with my business and I have never had an issue like I have with Cayan. I would like to note that I have been with this company for more than 2 years they have charged my account every month and not once have I had an issue with them charging me. I do have an issue when I cancel and I continually get billed.

Desired Settlement: I would like to be refunded all charges since January 13th, 2016 when I had cancelled.

Business Response: Hi ******, I apologize about your experience you’ve had so far. We don’t show a record of you calling in January 2016 to close out your account; however as a onetime courtesy we are willing to refund you the amount you were charged on 4/4/2016. Please note this refund will come as a check and will be sent to the address that you filled out in this complaint. We have also sent you a separate no-reply email with instructions on how to close out your account. Please complete the cancellation in order to avoid additional charges Best regards,

4/19/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I process credit card transactions with Cayan formerly known as ******** *********. This month (April) they held the funds from my reoccurring transactions that process on the first of the month every month. The answer I was given for the hold was that "there were high ticket items over my normal limit". This is just false, I process around the same amount of small transactions each month on the first of each month and have done so for years. They did not bother to look at the batch they were holding back to see that it contains 188 transactions ranging from $21 to $70. The second problem is this: I called and spoke with 2 different customer service agents who promised me that the funds would be released the following day. Well it's the following day and the funds are still not in my account. It turns out that neither of them contacted their risk dept to find out what is going on and to remedy the situation. This problem is causing hardship for me and my family as we rely on these funds to pay our bills at the beginning of the month.

Business Response: Hi *****, I apologize about any inconvenience this may have caused; however I do show that you have been funded for the settlement in the amount of $7478.28 with 188 transactions. Best regards,

3/21/2016 Problems with Product/Service | Complaint Details Unavailable
2/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Been a headache since day one. Just started a new company and I had started with this company since March, Cayan has no problem billing you each month for the monthly fees, but when it's time for you to get paid it never happened. I been calling 3 times a month since june to see when they pay what they owe me. Every time they say " It should be there in the next 2-7 days". I got fed up so i continued calling and in September they had an issue with the funds going to the wrong account, so they were able to charge me a bunch of monthly charges but not able to give me what i made? One service rep said the bank account they had linked with my account was theirs...it made no sense. So my money was technically going into Cayan account. Over all the months we went over bank details with each and every single time, and me asking when its coming, same response "it should be there 2-7 days call us back if you don't receive." We are now in December never received a penny, so i cancelled account. So basically i got charged months of monthly fees with no money they owe me, and at tax time i will get business taxed on money i never got, I MADE NO MONEY AND PAID MONTHLY FEES . As a new owner we need payments as soon as possible! STAY AWAY FROM THESE SCAMMERS!

Desired Settlement: I want what they owe me

Business Response: Hi *******,Can you please provide specific dates regarding the claimed amount of $250.00 because I don't see that we owe you any funds on this account. Best regards, 

Consumer Response: Of course you don't see what you owe me. Look at all your track record of your business complaints, all the same problem. I am unable to login to merchant id, since my account is no longer active to retrieve the dates. I did save all my emails though for all records and case #'s. August 15-******** *********, Aug 27 Thank you for contacting Cayan Customer Support.Your request for assistance has been received. Case #****** - "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 message. Thank 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  2 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 normal. We are continuing to monitor closely and working to receive additional analysis from ***** ****.Today’s reported ***** **** outage was atypical from a payment processing standpoint. As 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 side. These 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 today. Because 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 persist. If you have any questions or concerns, please contact our Customer Support Team. 

Consumer Response: Better Business Bureau: 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, ******* *******    

Business Response: Hi *******, We have attempted to call you at the number we have on file and it rings and turns into a busy signal after a few rings with no prompt to leave a voicemail. As stated before:We have sent you a cancellation email with instructions on how to complete it when you called in on November 28, 2015 and you did not complete the cancellation. We sent you another cancellation email with Instructions on 2/3/2016 and it was still not completed. I will send you another email  today so you can get this completed. We show a lot of month end fees submitted to your bank account being rejected for insufficient funds; therefore if we are unable to collect the funds owed to us we’ll use what you have processed in sales to cover the fees owed to us. After we took what was owed to us for month end fees we release $41.02 of left over funds on/around September 16, 2015  that were owed to you. For the months where the month end fees have gone through successfully we have refunded you as a courtesy; the refunds that were given to you by us was for 4 months, and  happened on two occasions: on/ around June 17, 2015 for 2 months totaling 65.90 and on/around July 03-06, 2015 for 2 months totaling $65.90.  That said if possible please attach full monthly bank statements to this complaint showing proof of successful debits for the months you feel there is a discrepancy and also provide June 2015, July 2015, and September 2015 full bank statements showing proof that you didn’t receive a refunds and a left over funds payment from us.Best regards,  

2/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******** *********** *** used Cayan as our merchant processor. At the end of October 2015 we did a job for a customer that totaled $4013. We ran his credit card and the money was deposited into our ******* Bank account on 10/29/15 in a batch that contained more than one transaction. The deposit total was $4200.75. ******** *********** *** closed on November 2, 2015. I contacted Cayan mid November to close our credit card processing account. I waited til the beginning of Dec to go into ******* and close the bank account we had linked to Cayan. This gave them plenty of time to collect their final fees. After I closed the bank account I received a notice from Cayan that the man we did the $4013 job for had filed a charge back. I contacted Cayan so that I could get them the proper bank account info and to deal with the charge back. The bank info for an alternate account was given to Cayan on Dec 15th. After verifying that Cayan had a valid account number I called the chargeback dept and told them to give the man his money back. I did this before the date on the charge back letter. Cayan debited the $4013 from account my account on 1/6/16. At this point I figured it was all resolved. However on 1/26/16 they again debited my account for the $4013. I called Cayan and spoke with ******. I sent his a copy of the bank statement showing that my account had been debited twice. I received an email saying they had opened a case #****** on 1/26/16. I waited a week and got no response. So I called again. This time I was told by ***** that ****** had not attached the bank statement. So I emailed it to him on 2/2/16. I called again and was told that I would just have to wait for an email on the decision. On 2/9/16 I received an email stating Dear ****, We have looked into your case regarding being charged twice for a chargeback. When we originally tried to take the funds for the chargeback it had been rejected by your bank. You then had been funded this amount to your account as you had won the chargeback. The chargeback then came back as arbitration and was succesfully debited from your bank account at the beggining of january. Then in late january we succesfully took the payment from the original chargeback that had been rejected as you had already had this amount credited to your account in December when you had won the original Chargeback. Im very sorry this took so long to be clarified. Thank You The part in bold is false. The charge back was never won by me or sent to arbitration. I told Cayan to give the man his money back before the deadline. I did not fight it at all. If you review the bank statements for both accounts you will find no second deposit for $4013 from Cayan. They only funded me the money when the original sale was made. I would like the $4013 refunded as it is basically stolen funds. They got $8026 for a $4013 charge back. I called on 2/9/16 and talked to Ken. He told me that an account manager was looking into this and would call be on 2/9/16. I never got a call or an email saying that the case had been reopened or anything.

Desired Settlement: I would like the $4013 that they debited a second time refunded.

Business Response: Hi ****, I apologize about any inconvenience this may have caused. We tried contacting you today at the number we have on file and left a message to help get this resolved for you. Please give us a call so we can assist with sending the funds back to your bank account. Best regards,

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *****

2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On nov 25th I received a w9 form and backup withholding notice in the mail. On nov 25th I sent w9 form to ****************** who told me to fill out form and send it back to him. On nov 26 I mailed in the form via **** mail On nov 30th and dec 3rd I emailed ****************** to see if the paperwork had been received I never received a response On dec 3rd I also called and talked to ************ who told me to email him the form and he would make sure it got handled. On dec 3rd Case number ****** was created to make sure the paperwork got submitted Flash forward to me doing my books and noticing that my deposits weren't matching up with my sales... On feb 3rd i spoke to 2 customer service reps that said they could see I sent in the firms but that it didn't get handled properly so my account was being withheld from...they put in a case for me to speak with manager...I spoke to manager on Feb 4th who basically said it was out of her hands and they tried to contact me by email twice in August 2014 and I never responded...I get hundreds of emails a day and they get lost in the mix had they sent me a letter via mail like they did in November 2015 it would have been handled long ago. She said they don't have the ability to keep up with sending notices. This is crazy because someone who works for Cayan named ****** has sent me over 100 emails to get me to sign up for a pin debit...so it's ok to send lots of emails when Cayan wants my money but when it's a matter of my lively hood and getting 28% of my sales taken away from me for the months of dec 2015, Jan and feb of this year 2016....they don't have the ability to email me or send me an actual letter in the mail until nov 2015 to warn me. Bottom line I sent the info in to two different Cayan reps on top of mailing it in to the address listed on the form in a timely manner and for some reason it never got handled and now I'm out 13,000...3000 in which I won't see until the year 2017. How is this right? How is this fair? The manager did not seem to care when I said I was going to move my business elsewhere...she just said well your not under contract so you can certainly do so...no I'm sorry or anything to make this right. I still don't even know if this situation is handled I'll be on hold again for 30 min again I'm sure just to make sure 28.% won't be drafted anymore

Business Response: Hi ******,I apologize for any inconvenience the 28% is still being held. The withholding letter that you received should have a number or address that you can send it back. If this is your 1st notice you can upload the form to: ********************* .If the letter is your 2nd notice you’ll need to fax or mail the letter to:Mail***** **** *** *** ********* * ******* ******** ******* *********** ** *****Fax************Once the information is corrected the 28% withholding will stop. Once you file your taxes you’ll get the funds that were held back provided you have sent the W-9 back and your legal information is correct with us. When sending please include a coversheet with the 15 digit merchant number, tax filing name, and address on the accountBest regards,

Consumer Response: Better Business Bureau: 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.  i already submitted all paperwork back in November on top of mailing it in to the address you just gave me. I have proof of the emails sent to Cayan on 3 separate occasions to 2 different customer service reps...I also called on dec the 8th and a customer service person told me they received my info and I would not be withheld from. Because of cayans  error I am now out 13,000 and counting. 3000 of which I will not see till they year 2017. Your company has put me in an extremely bad situation.  Regards, ****** ******    

Business Response: Hi ******, Our reporting now shows that the documentation was sent and is pending this process normally takes 3-5 business days to update. If you would like you can also attach a copy of the emails sent regarding IRS documents being sent and we will investigate any lag time.Best regards,

Consumer Response: Better Business Bureau: 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 thank you for the quick response I've attached screenshots from my phone showing how many times I emailed 2 different Cayan customer service reps to get the w9 form submitted on time. I also attached a screen shot from when the w9 case was closed from me having called to make sure all my paperwork was received. Cayan has put me in a very bad position financially. Almost 13 thousand dollars is gone from my account and I'm struggling to make ends meet and keep my business going because of this. I had everything submitted on time and took time out of my day to keep emailing and calling to make sure I wasn't going to be withheld from. Someone on Cayans  part failed to do their job and I am being punished. This is the slowest time of a retail business and I depend on the money my business makes from December which is the Christmas rush which accounts for a big chunk of my business profit and it has been taken away wrongfully. I can send you privately the actual emails with the w9 attached it has my social on there so I do not feel comfortable attaching the actual screenshot of that attached to the email. Please let me know how I can get my money back. I cannot afford to wait till I file my taxes this year nor can wait till 2017 to get my money from Jan and fen of this year. I really need some assistance and I've been made to feel like I am nothing to Cayan. All reps just say the sane thing over and over and aren't understanding that I submitted everything on time and have so much proof of this.  Regards, ****** ******    

1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a merchant account with ******** ********* which is now Cayan. I processed a customer's credit card in the amount of $300 on 12/16/15 and subsequently received notification that the sale had batched, indicating it would be deposited into my bank account with 2-3 business days. I never received funds (verified by my bank) and called Cayan regarding the matter on 12/23/15. After a lengthy hold, I spoke with "*****" in Ireland and was told there was a hold on my bank account which I disputed due to the fact Cayan is routinely taking monthly funds from my account, including their percentage on the $300 they are currently holding. Ultimately, ***** did not have any answers to my satisfaction and said she would have a supervisor call me. As of 12/29/15 I hadn't heard from the aforementioned supervisor and I set out to contact my bank to confirm that there weren't any holds on my account, which they did and they were also willing to discuss it with Cayan if needed. I then attempted to contact Cayan two separate times and was on hold for over an hour and finally gave up. I am not able to process any more sales through Cayan at this time as I will not receive my funds. I want the $300 I am due and I have invested an inordinate amount of time trying to settle the matter with Cayan but it would appear they have the upper hand as I cannot speak to anyone with the power to resolve the matter.

Desired Settlement: I am seeking the $300 paid to me by my customer via a credit card purchase, which was processed and is currently held by Cayan. I also want any "holds" that Cayan may have on my merchant account, to be released so that future sales processed by Cayan will be rightfully credited to my bank account and not be held by them. (My bank has confirmed that there are NO HOLDS on my account as Cayan has stated as the problem)

Consumer Response: AFTER FILING A COMPLAINT EARLIER TODAY (shown below) I DISCOVERED ADDITIONAL MONIES THAT ARE BEING HELD BY CAYAN IN THE AMOUNT OF $315 WHICH I NEVER RECEIVED, RESULTING FROM A SALE WHICH DEBITED MY CUSTOMER'S CREDIT CARD FOR $315 ON 11/9/15 . I AM AMMENDING THE TOTAL AMOUNT REQUESTED FROM $300 (HELD ON 12/16/15 TO INCLUDE $315 (HELD ON 11/9/15 FOR A TOTAL DUE OF $615. THE FOLLOWING COMPLAINT WAS SUBMITTED EARLIER TODAY: I have a merchant account with ******** ********* which is now Cayan. I processed a customer's credit card in the amount of $300 on 12/16/15 and subsequently received notification that the sale had batched, indicating it would be deposited into my bank account with 2-3 business days. I never received funds (verified by my bank) and called Cayan regarding the matter on 12/23/15. After a lengthy hold, I spoke with "*****" in Ireland and was told there was a hold on my bank account which I disputed due to the fact Cayan is routinely taking monthly funds from my account, including their percentage on the $300 they are currently holding. Ultimately, ***** did not have any answers to my satisfaction and said she would have a supervisor call me. As of 12/29/15 I hadn't heard from the aforementioned supervisor and I set out to contact my bank to confirm that there weren't any holds on my account, which they did and they were also willing to discuss it with Cayan if needed. I then attempted to contact Cayan two separate times and was on hold for over an hour and finally gave up. I am not able to process any more sales through Cayan at this time as I will not receive my funds. I want the $300 I am due and I have invested an inordinate amount of time trying to settle the matter with Cayan but it would appear they have the upper hand as I cannot speak to anyone with the power to resolve the matter.
I am seeking the $615 paid to me by my customers via a credit card purchase, which was processed and is currently held by Cayan.

Business Response: Hi *********, I apologize about this issue. It seems the issue was that your bank rejected our initial deposit with a R05 (No Pre-notification on file) ACH reject code this cause delayed funding. The issue has now been rectified and you should have received funding as of 01/04/2016. Best regards,

Consumer Response: Better Business Bureau: 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. CAYAN’S RESPONSE AND EXPLANATION OF THE SITUATION IS NOT ACCURATE AND FOR THE BENEFIT OF ANYONE WISHING TO OPEN AN ACCOUNT WITH CAYAN, IT SHOULD BE NOTED THAT AS A RESULT OF CAYAN’S BUSINESS PRACTICES AND LACK OF RESPONSE, I HAVE SUBMITTED THE REQUEST TO CANCEL/CLOSE MY ACCOUNT WITH CAYAN, I AM STILL AWAITING CONFIRMATION THAT THE ACCOUNT IS CLOSED AND THEY CONTINUE TO SUBMIT DEBITS TO MY ACCOUNT SO I CAN ONLY ASSUME IT IS STILL OPEN UNTIL THEY RULE OTHERWISE.  I HAVE HAD AN ACCOUNT WITH ******** ********* (NOW CAYAN) FOR MANY YEARS AND MY PROBLEMS BEGAN AFTER THE NAME CHANGE.  I AM A SMALL BUSINESS OWNER AND I’VE RESISTED THE URGE TO SWITCH TO ANOTHER COMPANY FOR LOWER DISCOUNT RATES ETC. BECAUSE I VALUED THE CUSTOMER SUPPORT THAT I HAD ALWAYS RECEIVED.  HOWEVER THIS IS NO LONGER THE CASE, AND ON TOP OF THAT, I’M LOSING PRECIOUS TIME AND MONEY THANKS TO CAYAN.  I AM HOPEFUL THIS BBB COMPLAINT WILL CULMINATE IN THE CLOSING OF MY ACCOUNT WITH THEM.THE FOLLOWING IS THE SHORT VERSION OF MY MOST RECENT EXPERIENCE WITH CAYAN:AFTER CONTACTING CAYAN NUMEROUS TIMES REGARDING FUNDS DUE ME, AND AFTER BEING ON HOLD FOR MANY HOURS, I WAS TOLD MY BANK HAD PUT A HOLD ON MY ACCOUNT AND THEREFORE CAYAN COULD NOT DEPOSIT FUNDS INTO MY ACCOUNT, BUT YET I QUESTIONED WHY THEY WERE ABLE TO WITHDRAWAL FUNDS FROM MY ACCOUNT. MY BANK VERIFIED TWICE THAT THEY DEFINITELY HAD NOT PUT ANY HOLDS ON MY ACCOUNT AND THEY WERE WILLING TO DISCUSS IT WITH CAYAN, BUT IT WAS IMPOSSIBLE TO EVEN CONTACT CAYAN LET ALONE INVOLVE A THIRD PARTY.  WHEN I FINALLY WAS ABLE TO SPEAK WITH A CAYAN REPRESENTATIVE, THEY INSISTED MY BANK WAS THE CULPRIT AND THAT I WOULD HAVE TO PRODUCE SIGNED PAPERWORK FROM MY BANK ALONG WITH ROUTING NUMBERS ETC., PROVING THE HOLD ON THE ACCOUNT WAS RELEASED BY MY BANK.  AFTER I INSISTED THAT MY BANK CONFIRMED OTHERWISE, CAYAN PUT ME ON A LENGTHY HOLD (AGAIN) AND RETURNED TO TELL ME CAYAN HAD PUT A 99 DAY HOLD ON THE ACCOUNT AND IT COULD ALL BE RESOLVED WITHOUT THE BANK AS SUPPORTED BY THE FOLLOWING EMAIL FROM CAYAN-------- Original message -------- From: Cayan Support <noreply@cayan.com> Date: 12/23/2015 4:50 PM (GMT-05:00) To: Subject: Case # ****** Created: Account on 99 day hold Thank you for contacting Cayan Customer Support.Your request for assistance has been received. Case #******- "Account on 99 day hold" 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 ************** and reference the assigned case number in this message. Thank you. CayanSupport HOWEVER NOTHING EVER HAPPENED SO I ATTEMPTED TO CONTACT CAYAN A WEEK LATER, ONLY TO BE ON HOLD FOR TWO HOURS IN TWO SEPARATE CALLS AND GAVE UP.  ONCE THE BETTER BUSINESS BUREAU ISSUED MY COMPLAINT, WITHIN HOURS I RECEIVED THE FOLLOWING EMAIL FROM CAYAN INDICATING THE ISSUE HAD BEEN RESOLVED. -------- Original message -------- From: Cayan Support <noreply@cayan.com> Date: 12/29/2015 3:59 PM (GMT-05:00) To: Subject: Case # ****** Account on 99 day hold has been Closed All issues associated with Case #****** - "Account on 99 day hold" have been resolved and the case has been closed.  Please call us at ************** with any additional questions you may have. Thank you. CayanSupport  I IMMEDIATELY SUBMITTED PAPERWORK TO CANCEL MY ACCOUNT, AND WAS INFORMED VIA EMAIL THAT MY SUBMISSION WAS NOT ACCEPTABLE AND I WOULD HAVE TO SPEAK WITH A CUSTOMER SERVICE REP. THAT WOULD BE CONTACTING ME.  TWO DAYS LATER I RECEIVED A FORM VIA EMAIL (WHICH WAS IDENTICAL TO THE FORM I SUBMITTED EARLIER).  I IMMEDIATELY FILLED OUT AND SUBMITTED THEIR FORM HOWEVER I HAVE YET TO RECEIVE CONFIRMATION IN THE FORM OF AN EMAIL THAT MY ACCOUNT HAS BEEN OFFICIALLY CLOSED AND CAYAN HAS SINCE ATTEMPTED TO TAKE FUNDS FROM MY ACCOUNT AGAIN. I RESPECTFULLY REQUEST CONFIRMATION VIA EMAIL THAT MY ACCOUNT HAS BEEN CLOSED AND THAT NO ADDITIONAL FUNDS WILL BE SUBMITTED FOR WITHDRAWAL FROM MY BANK ACCOUNT.Regards, ********* *******    

Business Response: Hi *********,This is to confirm that we have received and acknowledge your December 31st cancellation and the attempt that you saw at the beginning of this month was for month ending December 31, 2015 as we don’t prorate fees. That said, you will not be charged for January fees which are debited in February and or any month end credit card processing fees going forward. Best regards,

Consumer Response: Better Business Bureau: 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 2015 fees you claim are due along with an address / contact person to whom I can mail a check.   Regards, ********* *******    

Business Response: Hi *********, This is confirmation that your account is currently closed for month ending December 31, 2015. Please contact our collections department at ************ if you would like to pay the balance by credit card or mail a check with your merchant id/number at the top and also state that its for your December month end fees.We have sent separate email with a copy of your statement to email address that we have on file. If sending a check it can be mailed to: ********** *********** ******* ****** *** ************ ** ***** Best Regards,

Consumer Response: Better Business Bureau: 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.  I HAVE RECEIVED CAYAN’S STATEMENT OF CHARGES FOR DECEMBER 2015 AND A CHECK FOR THE AMOUNT DUE HAS BEEN SENT TO THE ADDRESS/DEPT. SPECIFIED BY CAYAN.  I WOULD APPRECIATE CONFIRMATION OF CAYAN’S RECEIPT OF DECEMBER’S FEES INDICATING THE ACCOUNT HAS BEEN SETTLED, AT WHICH TIME I WOULD EXPECT MY RELATIONSHIP WITH CAYAN WILL BE ENDED IN ALL WAYS.  THANK YOU. Regards, ********* *******    

Business Response: Hi *********, Your bank will send you a receipt once the check is cashed; you can also call in at thatpoint and speak to our collections department for assurance at ************. As stated before your account is closed with us and the only payment due for month end fees is December 2015. Best regards,

1/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cayan owes assistance in collecting $17,000.00 in monies that appear to be held by ***** ****. This could easily be resolved with the help of Cayan and the Cayan relations manager to ***** ****. We have been working to resolve this issue for over 45 days with no assistance from Cayan. We have spent numerous hours on the phone trying to get in contact with a management member that can handle this unique situation and we continue to get road block, after road block. We are looking for a response from an upper management member who can help resolve this issue with open communication and follow up that has been lacking so far.

Desired Settlement: Looking for a call from upper management at Cayan and help resolving the issue of missing monies from ***** ****.

Business Response: Hi ******, I apologize that about this inconvenience. As stated during our phone conversation this afternoon I will further investigate this with our relationship manager at *** to see how we and/or you can go about retrieving funds that were processed between November 16-24, 2015 and also find out the root cause of this issue. Best regards,

1/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cayan has lost my transaction of $22,166.32. ************* sent them the transaction on December 23, 2015 and they will not send me the money. This is now two transactions that Cayan ( Merchant Warehouse) has lost my payment. The last transaction was over $ 40,000.00 that they lost.

Desired Settlement: Pay me the $ 22,166.32 today Credit me on any and all fees for the above mentioned transactions.

Business Response: Hi *******, I apologize about the delay. Our records indicate that you should have now received your funding for the $22,166.32 ******** ******* transaction. The reason for the delay was that we have a mandatory security system that is used to check for large transactions to make sure there isn’t anything fraudulent about it. This can add 2 additional days on top of the normal funding timeframe. Best regards,

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: WE CANCELLED OUR ACCOUNT WITH THIS COMPANY SEVERAL TIMES SINCE MAY OF 2014. THEY CONTINUE CHARGING US MONTHLY FEES OF $31.99. THEY HAVE SAID EACH TIME THEY WILL REFUND CHARGES, BUT THEY DO NOT. NOW THEY DO NOT ANSWER PHONES, WAIT ON HOLD FOR OVER 20 MINUTES. WE HAVE NOT USED THIS ACCOUNT SINCE FEBRUARY 05, 2014.

Desired Settlement: 1. ACCOUNT CLOSED AND NO MORE MONTHLY FEES CHARGED 2. REFUND CHARGES OF $671.79 ($31.99 PER MONTH MARCH OF 2014 TO NOV. 02, 2015).

Business Response: Hi ******,I apologize for any inconvenience we may have caused. I do see that you requested to cancel your account on May 28, 2014; that said I will closed out your account so you don’t incur any additional fees (please note the last debit you received on/around November 1-5, 2015 was for month ending October 31, 2015). We don’t prorated fees and you are responsible for the month that you cancel in; therefore the refund will be for 16 months (June, 2014 to October 2015) at rate of $31.99 each month= totaling: $511.84. This will come in the form of a check to the address that you have entered into this complaint; which is also the same one we have on file.Best regards,

Consumer Response: Better Business Bureau: 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.  WE CANCELLED OUR ACCOUNT WITH THIS COMPANY AND HAVE NOT USED IT SINCE FEBRUARY OF 2014. WE FILED A COMPLAINT LAST MONTH (ID ********) THAT THEY CONTINUED CHARGING US. THEY ISSUED A PARTIAL REFUND BUT NO CORRESPONDENCE CONFIRMING THEY CLOSED THE ACCOUNT. THEREFORE THAT COMPLAINT WAS NOT RESOLVED. THEY ARE STILL TRYING TO CHARGE US AND HAVE JUST SENT A BILL FOR $236.00 PAYABLE TO FIRST DATA MERCHANT SERVICES. SO THEY ISSUE A REFUND AND THEN ISSUE CONTINUED BILLING AS IF WE ARE STILL A CUSTOMER. UNBELIEVABLE!! SO HERE WE ARE HAVING TO CONTINUE DEALING WITH THIS AND SPENDING OUR TIME TO GET RID OF THIS COMPANY.  DESIRE THAT THE COMPANY ISSUES A STATEMENT SHOWING THAT THE ACCOUNT IS CLOSED AND THE BALANCE IS $0.00. THAT THEY DO NOT TRY TO CHARGE US AGAIN. THAT THEY CORRECT ANY INFORMATION GIVEN TO COLLECTION AGENCY THAT WOULD AFFECT OUR CREDIT REPORT. Regards, ****** ********    

Business Response: Hi ******, Can you please forward this invoice over to us; so that way we can get more detail as to what the charge may be for.Best regards,

Consumer Response: Hello,Attached are the documents requested.Regards,**** ********

Consumer Response: Better Business Bureau: 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 2014. WE FILED A COMPLAINT LAST MONTH (ID ********) THAT THEY CONTINUED CHARGING US. THEY ISSUED A PARTIAL REFUND BUT NO CORRESPONDENCE CONFIRMING THEY CLOSED THE ACCOUNT. THEREFORE THAT COMPLAINT WAS NOT RESOLVED. THEY ARE STILL TRYING TO CHARGE US AND HAVE JUST SENT A BILL FOR $236.00 PAYABLE TO FIRST DATA MERCHANT SERVICES. SO THEY ISSUE A REFUND AND THEN ISSUE CONTINUED BILLING AS IF WE ARE STILL A CUSTOMER. UNBELIEVABLE!! 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 $0.00. THAT THEY DO NOT TRY TO CHARGE US AGAIN. THAT THEY CORRECT ANY INFORMATION GIVEN TO COLLECTION AGENCY THAT WOULD AFFECT OUR CREDIT REPORT. Regards, ****** ********    

Business Response: 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 Processor. The issue is now rectified; thus if you have incurred any debits on your bank account please send them in to us.Best regards,

Business Response: Hi ******,Your account is currently closed and you don't owe us the $236.00. Unfortunately we don't produce statements that reflect $0.00; however we can send you an email for your record keeping - that states that you don't owe us the $236.00.Best regards,

1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I began using Cayan Merchant Services in Sept. 2015 in large part because of BBB rating of A+. When I got my first statement in October I saw that the rate was much higher than I had previously been paying and I contacted the company by phone. After 8 weeks and 4 or 5 attempts to get someone to tell me why (with 30 minute wait times) I finally spoke to someone who told me that the reason for the downgrade to "non-qualified" was that the "purchase ID was invalid or missing". It was explained that the purchase order is our invoice number. This reason was confirmed by another Cayan employee. A case was opened to research this on Dec. 2. I was told that after checking all 3 months of transactions, that someone would contact me and that I would be refunded the overcharge. I have contacted Cayan in attempt to get a report and today I was told that the reason for the downgrade to "non-qualified" was that we didn't always include all the AVS information. However, in looking at my statement, 99% of our transactions were downgraded and we were very careful to enter ALL of the data, even the data that was just "suggested". In summary, the customer service has been deplorable and now they are attempting to avoid a refund with the claim that "some" of our data was incomplete.

Desired Settlement: Refund

Business Response: Hi *********, I apologize about any inconvenience and if it wasn’t clear at the beginning of your service with us that you’ll need to enter in the AVS information for every sale to get the best possible rate available to you. That said, we will refund you a total of: $426.23; please allow 3-7 business days for this to deposit back into your account that we have on file. Best regards,

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ********* ********

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: ******** **** of Cayan told me our fee for their service would be $7.95 per month. I explained to her that we are a small Art Association and rarely do more than $50.00 in credit card business per month. ******** stated that was fine and it would be only $7.95 per month plus the fee for the credit cards. Here is what was quoted: Qualified Debit Rate: 0.28% and $0.25 Qualified Credit Rate: 1.98% and $0.19 Rewards Surcharge: 0.20% (2.18% and $0.19 total to accept rewards cards) Monthly Service Fee: $7.95 Virtual Terminal: $0.00 The first month they charged on 10/2/15 $32.95. Then on 11/2/15 they charged $33.29. I called to complain about the price and they said they would reduce it to $15.00 a month. Then on 12/2/15 they charged $129.44 which when I called about that ******** **** stated it was a $99 fee for a year and the rest was the monthly charge which still was over $30.00. I asked her for the fee to be put back into the bank account and to cancel our contract. She then stated I would have to go to customer service for that. After a week I had the time to call customer service. He said he would try to get the money refunded. That has not happened. This complaint is for the **** ***** ****** *** *********** a 501(c)(3) non profit.

Desired Settlement: I would Like a refund of $225.58 minus the times we used them. That would be $7.95 per month plus fees which I do not have a record of. This was falsely presented to me and I would like a refund to the account they took it out of.

Business Response: Hi ****,I apologize about any inconvenience. We will refund your requested amount and this will come in the form of a check. Please note it will take about 7-10 business days for you to receive this in the mail.Best regards,

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *********

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:  I understood from **** ***** (see email exchange below). I cancelI haven't used the services of Cayan once since signing up with themled with Cayan online around Dec. 1 and then was accessed an additional monthly charge of $22.95 and an additional $99 fee on Dec. 2. I've had $213.75 withdrawn from my credit union account from 8/3 through 12/2. I'd like those funds returned and my contract with Cayan cancelled. Good Morning *****, I will look into that and try to get those funds reimbursed. Sorry for the in convenience. **** **** Account Executive o. ***** ******** ***** d. ***** ******** f. ***** ******** *** ******* ******* *** ***** ******* ** ***** From: ***** ********* Sent: Thursday, August 06, 2015 8:04 PM To: **** **** Subject: Re: Cayan - **** Hi ****, I’m not thrilled that I was charged $22.95 and I haven’t even started to use your service. - ***** ***** ********* ************

Desired Settlement: I've had $213.75 withdrawn from my credit union account from 8/3 through 12/2 but haven't used the services of Cayan ever. I'd like those funds returned and my contract with Cayan cancelled.

Business Response: Hi ******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,

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *********

1/5/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: My business closed its doors on 4/30/15 and Cayan was notified of its closure. They continue to debit my account for a monthly charge of $14.90 and in December 2015 for an annual fee of $117.95. I have called them numerous times about this and have been promised a refund check that I am yet to receive. Today, they have again debited my account in the amount of $18.95 (I'm guessing their monthly service fee went up). This company has been ripping me off since day 1 when they sent me the wrong credit card machine (not the one I ordered for half the price), charged my account for the higher priced machine and made numerous excuses as to why they could not correct this mistake.

Desired Settlement: I would like to receive a refund for all charges debited from my account since 4/30/15.

Business Response: Hi ****, We have  already refunded you $117.95 (check); thus you'll receive the remainder in the form of two checks: $18.95 and $89.40. Best regards,

Consumer Response: The check (which I am yet to receive) in the amount of 117.95 was supposed to be mailed to me on 12/2/15.  Until I receive the total amounts owed to me, I would like to keep this case open.  Thank you.

12/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I came into contact with ****** ******** (Either Cayan is a subsidiary of ****** or vice versa) earlier this summer regarding establishing a merchant services account for my home heating oil delivery business. After I went through the paperwork to establish an account I discovered during a "training" session that this system did not work with ********** Online at all, which we were originally told that it did. At that time I cancelled the account as there was no way I could use this vendor for my merchant services after finding that out. They cancelled my account but still charged me $51.79 which was taken electronically directly from my bank account. I have been in touch several times since then requesting a refund of this charge that was taken out erroneously, to no avail. In my opinion, they falsely advertised the capabilities of this system initially or I would have never tried to move forward with them. Their customer service related to resolving my issue is non-existent.

Desired Settlement: I would like the charges incurred to be refunded immediately.

Business Response: Hi ******,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,

12/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I closed my business 12/14. I used Cayan's credit card terminal services for 3 years. After I closed, I cancelled with them via email and telephone. They continue to charge me monthly feels.....only now, they are going into my personal checking account to collect their fees. My business account is closed but somehow they had my personal checking account information (possibly I used it when I first applied for their services).

Desired Settlement: I want Cayan to refund me the monthly charges from 2/1/15 ( I closed my business 12/14, so I feel I'm being fair). I was charged on : 6/2, 7/2, 8/4, 9/2, 10/2, 11/3, and 12/2. For a total of 114.40

Business Response: Hi ***,We only have record of you cancelling for month ending May 31, 2015 (we don't prorate fees) and thereafter we received rejects from your bank account stating that the account was closed. That said, can you please attach a bank statement showing proof that we actually debited your account from June to Present. Best regards,

12/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I inquired with Cayan, DBA "Merchant Warehouse", about credit card processing in July 2014. A smooth talking sales person contacted me and we began the process and discussed the specifics. He was quick to get me on board with them and emailed some info and a form to sign and return. Several days go by and after reviewing the info I had decided not to go forward with their services. Never signed any forms, never gave any specific direction to go ahead with the service. I received a few emails about "Welcome to Merchant Warehouse" and other things of that nature about a week after the initial contact which I figured was just their standard compliment, regardless of your status. After reviewing bank statements it appears they have been charging me a monthly "statement fee" of 39.90 via ACH debit, and a couple other charges in the 140.00 range. I contacted my bank about these charges and they gave me the info that it was from Cayan. I contacted Cayan about the situation, made sure to be verbally clear that the account is to be closed, and asked how they could charge me without my consent. A rep then emails me an agreement form that was supposed to be signed by me, and was clearly forged. I never once used any of their services at any time since the original contact was made. It also appears the sales person that handled my info originally is not employed by Cayan anymore.

Desired Settlement: For this company, who by looking at their records has a history of similar issues, to not have access to charge ex-customers after accounts are closed, and to not charge any customer a "statement fee" if no services are used in that billing period. I need a refund of the total $800.55 deposited right back to the account where it was wrongfully removed.

Business Response: Hi ****,We have a signed application by you and the IP address for the computer location where the application was completed and signed and it appears that the address is yours. Beyond us welcoming you with the welcome email you referenced and acknowledged receiving; we also have a call from you on 8/20/2014 with you acknowledging your account with us and asking us to go over the rates and fees.Regarding cancelling your account we also spoke to you on 12/11/2014 explained over the phone that we would email you instructions on how to cancel your account and the account was never closed by you. That said, we are willing to refund you for a partial amount of $250.00 please expect to see a check sent in the mail to address you have listed.Best regards,

Consumer Response: Better Business Bureau: 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.  Regardless of the IP address, which of course you had because of the exchanges, the signature on that form is not mine and can be proven.  It's not even close.  I am still not sure how you can charge someone for services that were not provided, there was not a single transaction processed through your company.  A cancellation call was placed in Dec 2014, it was not handled well by the people on your end.  The cancellation was submitted on my end, although it appears it didn't work on your end.   On top of that, if the account is not active after all that time or if someone calls to cancel, why wouldn't you follow up?250.00 is a slap in the face and we will just finish and file the police report and submit the case to the Attorney General.  It would be much simpler for both of us, and cost Cayan much less in the end to just refund the total charges.  Regards, **** ******    

Business Response: Hello, Please our response below for complaint # ********: 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,   ****** *******Client Services Team Lead

Consumer Response: Better Business Bureau: 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 2014 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 2014 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, 2015 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.  Again... this 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, **** ******    

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first signed up for services with Cayan on September 24,2015.I was informed i was receive my processor in a few days hook it up and be processing transactions, seeing that they preset your processor up before shipping everything is done via email or over phone.First I didn't receive it when I was told I would it came 2 weeks later, got it hooked up started using my new processor with Cayan .I have a 2-3 day waiting period for transactions to hit my bank account so my first transactions were made on October 27,2015 and every day after .Now I should have started seeing deposits by October 30,2015 no deposits were made by them so I called Cayan after being on hold 30 minutes I talked to someone about my account they informed me there was an invalid bank account number and my account was on hold so I had to resubmit another voided check and paper work and this would be cleared up in 2-3 days I received email conformation it was cleared up and hold was lifted.Three more days passed no deposits were still made so I called again asking to talk to a supervisor on this matter I was given every excuse that the person on the phone could clear this up and waiting to speak to a supervisor would only delay things further needing my funds available to me as a small business owner I just wanted it cleared up so again they had my banking information wrong this is after two voided checks sent to them and a hold on my account still,so I had to email another voided check and information ,I have had 10 phone calls to them and 10 different emails on this matter and as of today which is November12,2015 I still have not received any of my funds.After the sixth phone call I did get to speak with a supervisor but it was the same thing ,I was given an extension number for her that did not work and she waited days to return calls.I was promised 3 times this matter was cleared up and it still is not.I cant cancel service with this company till they release funds i processed all ready.

Desired Settlement: I want all transactions i processed deposited ,want to know were all my moneys been ?refund on any charges .

Business Response: Hi ***, I would like to apologize for any inconvenience this may have caused. We have rectified your banking information and have deposited today: $1,224.71. Also Per your request from our phone conversation today I have also emailed a copy of your settlement/ batch report from October 01/2015 to present so that you can confirm that you've been paid for everything that is owed to you.Best regards,

11/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Horrible, horrible, horrible. I sold my business and recommended Cayan to the new owner. The transition has been awful. Several items were incomplete and money hit the wrong account several times. Money has been taken out of the wrong account several times. It has been about 6 weeks now and it is still not resolved. How many phone calls and email messages should it take? I have had to file disputes and call my bank numerous times. The people at Cayan are brain dead.

Business Response: Hi *****,I apologize for any inconvenience and will be refunding you the disputed amount of $32.75. The refund will come in the form of a check to the address that we have on file; please expect to see this in the next 10 business days.Best regards,

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our medical office opened in the beginning of September 2015. We had our credit card machine all set up and everything set up with Cayan. Toward the end of September, we received a call from them that our credit card transactions were not going into our account. We were told that we needed to do some type of download to link everything. I spoke with ******* ****** who said the funds went into some else's account instead of ours. How this happens, I have no idea. He asked me to send him an email with all of the credit card transactions we had done for the month of September, which I did right away. The total amount that did not go into our account was $1861.00. He said he was going to work on it and would check back in with me. I kept checking back with our account and would see that the funds were being added back into our account slowly. It has now been a month and a half, and we are still missing $182 in ********** and $97.98 in ****. I called three different times and left messages for ******* ****** and sent him an email, but never heard back from him again. On November 3, 2015, I called again and spoke with *********** **** and explained the situation to him. He said that he would take over and take care of it. He had me send him an email with the remaining amount of money that is missing. I did so while I was on the phone with him to make sure he received it. He said that he would follow up with me and let me know what was going to happen and when. He called me later that day, and I missed the call. He left me a voicemail saying that he didn't want to leave any details on the message but that he would call me back as soon as he can. I called the number back that he called me from and it doesn't work. I emailed him asking him to please call me again. I didn't hear anything back from him. It is now Monday, November 9th. I called Cayan this morning and asked for *********** ****. Of course, he is unavailable, and so is ******* ******. No manager or supervisor is available. A manager or supervisor is supposed to call me back, but I'm sure that won't be happening. The only good customer service with this company is the sales team. The wait times are at least an hour to get anyone on the phone to help with anything, and this has been the most frustrating and time-consuming inconvenience I have ever had to deal with, with another company.

Desired Settlement: This situation needs to be fixed immediately. I do not have the time to constantly check and keep track of this account and calculating what is missing. This company owes us money, and it needs to be corrected ASAP.

Business Response: Hi ******, As a follow-up of our recent conversation that we had today I'd like to apologize again for any inconvenience that we caused. That said we will be refunding you the disputed amount of $280.00, in which you'll receive in the next 7-10 business days to the bank account that we have on file. Best regards, 

11/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have purchase the ******* Tab Pro credit card reader to integrate with your ********** POS and ordered 3 card readers. We only received 1 and there is no one at Cayan to help us integrate with our POS, after 5 attempts and was put on hold of total more than 3 ridiculous hours.

Desired Settlement: deliver the rest of the devices and fix the integration to Light Speed

Business Response: Hi ******,I only have record of one card reader being ordered, which is an *******. I can have someone from our technical support contact you to purchase more and also integrate your equipment. if you would like. Please also note we don’t see ******* tab pro readers. Best regards,

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Actually my complaint is regarding not receiving a refund and contact issues and customer service issues. I cannot contact this company today, as none of the numbers are ringing and I could not "chat" online either. I am wondering what kind of operation this truly is. I found the company online and they had the best BBB reviews for use of credit card purchases when we were a vendor at a local festival in September. I have had continuous issues with just getting to look at my charges/statement. I cannot currently log in and check to see if all of the items that were promised to me via email to be credited have been done because I cannot get anyone to provide me with a correct/new password. None of my passwords are working and I have emailed again to no avail. Now today I cannot get a hold of anyone by phone. The problem is, they have our bank acct information and I haven't seen any of these promised refunds. The card reader they sent to me never worked, which I explained in an email a week ago. The statements and billing info is so hard to get into I had to contact them multiple times to look at my August statement that was wrong. I currently can't open my September statement because of password issues and cannot get anyone to respond to me to resolve these issues. I do not just want credits on my Sept bill as I will never use this company again and have cancelled all accts with them, via email and phone.

Desired Settlement: I just want my money refunded to my bank that was promised to me, due to their errors and I want to be able to access my last statement to check accuracy on all charges.

Business Response: Hi ********,I contacted you at your daytime phone number and left a voicemail with my contact information. I am currently checking with our accounting department regarding your refund check. I 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 15 digit merchant id/number as your username.Best regards,

10/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We've tried to cancel our service since Sept.30 so as not to incur fees for Oct. or after since we are using another company now. We have record of more than 5 calls, on-line support tickets sent, and fax. Its very obvious they intentionally do not reply in a timely manner when it comes to cancelling their services. HELP!!

Desired Settlement: Cancel our service immediately and refund any charges incurred after 9/30 which was our first attempt to cancel.

Business Response: Hello,We spoke to ****** on 9/30/15 and sent the cancellation link to: ************************; I have resent this again to the same email address. The initial email may have gone to your junk/ spam fold so please check there in the event that you don't see this in your inbox. You'll need to click on the link and answer some questions and that will close out your account; I will also make sure that you aren't charged for October billing as long as you complete the link.Best regards,

Consumer Response: Better Business Bureau: 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.  *I HAVE NOT RECEIVED EITHER EMAIL YOU SAY HAS BEEN SENT. I DOUBLE CHECKED FRIDAY WITH OUR SERVICE PROVIDER, NOTHING TRAPPED IN SPAM, AND IM NOT HAVING ANY ISSUES WITH MY EMAIL AND GETTING ALL OTHER EMAILS FINE.OPTIONS- TRY EMAILING ************************* IN CASE EMAIL IS THE ISSUE. if not, please fax what ever is necessary to fill out to:************ Regards, ** ****    

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

Consumer Response: Better Business Bureau: 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.  **Apparently there is something missing from your companies emails that cause a complete block from our system, i.e. doesn't go to spam, wont come through at all. Please read note from our email/web host so you can show your tech team. Incredibly frustrating that after 15 days, I still cant get something from you guys! Not understanding why you cant pick-up a phone, send a fax, email doesn't work. How does someone actually cancel your service, or is that the point....you collect monthly fee's because companies cant close out with you, hmmmm. From our tech team----We found messages from NO-REPLY@Cayan.comto ONLY *************************, none what so ever to ****, so them saying they were sent is not right. the email sent to ***** were blocked due to cayan.com missing an SPF record on their server.We've made an exception only due to your complaint on this matter so that future messages from cayan won’t be blocked. Pleasehave the sender resend the email now, inform them of their own internal security issue (scary for a credit card co.!), and we would advise for your companies internal safety to allow us to re-block ASAP once you've resolved this issue. Regards, ** ****    

Business Response: 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,

10/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have unsuccessfully tried to log into the website to access online statements. The user ID and password are valid on the main portal but invalid when trying to access the online statements. I am trying to determine what I am being billed for as I am being charged for invalid TIN despite IRS confirmation of the TIN validity for my business and completion of the B Notice information. There is no information on the FAQs page on how to cancel the account and the "Chat" window closes upon hitting the submit button despite the claim that it is open until midnight EST. Initial calls to customer service number ************ were answered via automated system and provided instructions to hit 2 for client services. However after hitting 2 I was disconnected. Calls to the same number several times after this went to an automated system for a completely different company that appears to sell life insurance. At this point all I want to do is to cancel the service and stop the automated charges to my bank.

Desired Settlement: Cancellation of merchant account.

Business Response: Hi ******, We were having phone and chat connection issues during thetime that you called; so I apologize that our service did not meet yourexpectations and appreciate you taking the time to share your concerns.  I called you this morning at the number you left on the BBB website and would like to schedule some time at your convenience to help get the following issues resolved: Ø IRS validation and fee. Ø Password reset to view your statements. Ø Cancelling your service (however I am hoping that we can continue to do business with you). If speaking over the phone isn’t the most convenient for youwe can correspond via email ********@cayan.com.    Best regards,

Consumer Response: Better Business Bureau: 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, ****** ********    

Business Response: Hi ******,Our cancellation departmant has sent you an email to cancel out your account and I have sent you a separate email with a password reset to view your statements on our Portfolio Manager website; your username is your 15 digit merchant id for this website. We'll be able to refund the full amount requested and since your account is closing the refund will be sent in the form of a check to the address that we have on file.Best regards,

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse/Cayan has debited funds from my Bank Account that has been for erroneous amounts. They have done so without providing any accounting or statement to explain the debited charges. Demand is hereby made for the refund of those funds!

Desired Settlement: Refund

Business Response: Hi *****, We sent out email communication last spring explaining thatJuly 2014 would be your last paper statement and that you are able to view yourstatements online at: https://portfoliomanager.cayan.com. That said I’d be happy to assist you with gaining access. Also regarding erroneousamounts being charged, can you please provide the months and amounts of discrepancy that add upto the $2000.00 Best regards,

Consumer Response: Better Business Bureau: 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 $2000.00 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,***** *********    

Business Response: Hi *****,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 ************ 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,

Consumer Response: Better Business Bureau: 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 account # is **** **** *******4 digits are **** #1 It's a moot point regarding contacting Control Scan at this point. We are done doing any business with Merchant Warehouse. #2 Merchant Warehouse was advised along time ago, that our email had been changed.#3 We spoke to Control Scan many times and they ran their Scan and claimed it failed. #4 We are a Customer of ******* ***** ********, they are the ones that have a proprietary agreement with Merchant Warehouse to process Credit Cards     I spoke with managers at Merchant Warehouse and they were suppose to correct the issue of the Control Scan failure. Merchant Warehouse failed and     neglected to correct the issue. We have absolutely no control of what happens after we swipe a customers credit card. #5 In regard to incorrect debits to our bank account, the amounts of debited fees that have been charged compared to what the total charges debited for our      bank account, are way beyond what would be discount fees for the individual transactions.#6 As I explained, we have received no statements showing where these charges exist from.#7 You need to send us statements from the time you stop sending them by ****, which occurred approximately at the beginning of 2014.     I am not going to continue this message exchange any longer, until the necessary documents are in our possession so an accurate determination of what has     been improperly  debited can be determined. That cannot be done just based on our bank statements alone.            **** **** ******* 

Business Response: Hi *****,I have requested that your email address be updated. We also refunded PCI of99.00 from November of 2014 as a courtesy and you'll receive the check throughthe mail in the next 7-10 business days. Regarding compliance please keep inmind that with you being non-complaint with the card brands you can audited bythe card brands and if there is ever a breach you will be charged fines. I haveprovided you with a link to Portfolio Manager in past responses so you can get accessto your merchant statement online; therefore please take a look and provide mewith the months and amounts of discrepancy because we currently don’t seeanything that is out of the norm. Please also note if there are any ratechanges we message you at least a month in advance prior to any change. Best regards,

Consumer Response: Better Business Bureau: 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.  Your response on 10/3"We sent out email communication last spring explaining thatJuly 2014 would be your last paper statement and that you are able to view yourstatements online at: https://portfoliomanager.cayan.com. That said I’d be happy to assist you with gaining access. Also regarding erroneousamounts being charged, can you please provide the months and amounts of discrepancy that add upto the $2000.00"I have gone to the link you provided and it asks for a user name and password. We have never used this, so therefor we have neither one to enter!I have asked you to send us the statements Beginning with January 2014 moving forward to the present. I'm not quite sure why you are not willing to provide us with these documents?Send us the statements to our **** address or our email ********************. I'm really starting to get frustrated with your lack of cooperation!  We received no statements from January 2014 to date ! ? Regards, ***** *********    

Business Response: Hi *****,I have contacted your business via phone yesterday to assist you with getting access to your statements and was told to call back on Monday. I will reset your password (this will be a separate email) to Portfolio Manager: https://portfoliomanager.cayan.com/ where you can access 18 months worth of statements; if you would like January-March of 2014 we will need a IRS Letter showing that you are being audited.Your 15 digit merchant id will be your username and the new password you choose should have one letter of each case, one number and one special character and be between 8-20 characters.*In the event you don't see the Portfolio Manager email, please check your junk or spam folder.Best regards,

10/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We decided to give Cayan Processing a try in April 2015. They were suppose to have better rates than the processor we were with. We received our equipment April 6th and did not have time to install the equipment till April 10th. We made numerous phone calls to the Techs because there were no manuals or directions. Also we could not accept debit cards. To make it brief we were sent the wrong equipment three times because the first processor was not programmed to accept debit cards and then we were sent the wrong pin pad to use with the processor. We decided not to stay with Cayan Processing because we did not have time to continue to deal with it and make phone calls to Techs. Also, we noticed a credit card payment/deposit may not show on our statement for 3-4 days later which made matching up paper work a little harder. We made arrangements to return all the equipment and get a total refund. The customer service rep. confirmed our last transaction was on April 30th, 2015. The return and refund on the equipment went smoothly. We were only with Cayan literally from April 10th to April 30th. I only expected to receive charges for that time period on my May 2015 Bank Statement which is normal. We received a notice of Account Cancellation from Cayan on May the 4th. So I expected that our account would not be charged any more fees since our account was closed. Well I get our June 2015 Bank Statement and notice another charge of $1.41 from Cayan. I called July 3rd and spoke to a representative by the name of *** or *** and told him what the problem was and that our account was closed April 30th and we should not be receiving any charges from them. He told me it was a **** Pass Thru Charge that did not get charged in April. I told him I did not want to see any more charges from them on our account and he said there would not be any more. On October 1st I go to the bank to get the September 2015 Bank Statement on our account and I've got another charge from Cayan for .06. So I call Cayan again and spoke to ********. She said it is a fee they forgot to charge our account. I told her this happened in June also and I was told we would not have anymore charges on our account. She said she would "Open a Case" to force close the account so we would not be charged any more fees. I have never seen this type of practice before from a Credit Card Processing Company. I've decided to file a complaint because who knows how many businesses this is happening to that have left Cayan. I want to be guaranteed that Cayan does not have access to our account any more. I don't want any more fees charged to my business account. If they forget to charge fees in the proper month then that is their problem. Cayan should not have unlimited access to their former customer's checking account.

Desired Settlement: I want to be guaranteed in writing that they have closed our account and will no longer be charging our account. I am tired of dealing with charges that Cayan forgot about months ago.

Business Response: Hi ******,I apologize about the experience that you had with us. This 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,

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Submitted cancellation request in October 2014 but didn't get cancelled until July 2015

Desired Settlement: Refund from charges from November 2014 to July 2015

Consumer Response: we have attempted on several occasion to cancel merchant services since November 2014. We have communicated this by phone and email. Below is the last conversation I had with them and was provided a confirmation number.Hey *****,I gave it one last shot and once I threaten to go to BBBI was transfer to supervisor. I was told an email was sent to you with a linkto cancel the account a few times. Instead of resending the email again thesupervisor is going to force close the account to stop future billing effective today. They said they won’t reverse any past billing since they did their partto attempt to get the account cancelled.If you don’t agree or you have no emails from Merchant Warehouse I can still file a complaint andask for a refund back to Jan 1st 2015.  Confirmation number is ***** Thank you,******* ********, AVP Business Solutions ConsultantBank of America Merchant Services        Direct ************            ******************************************          Customer Service * ************

Business Response: Hi ******I apologize about your service experience you've had with us. We have record of an attempt to cancel on in October 2014; that said we are willing to refund you for the October 2014 to August 0f 2015. The check will be sent here: **** **** **** ***** ** ** **** ***** ** ***********Best regards, 

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ******

9/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I use Merchant Warehouse to process credit card charges for my catering and restaurant business. 8/10/15 I ran 5 transaction for catering job in the amount of 3379.00. On 8/25/15 I get a NSF notice in the mail from my bank. I immediately looked into this. Merchant Warehouse whom now calls themselves CAYAN had not made any deposit into my account. I spoke to several people that day to figure out what had happen. Cayan took the catering transaction and another credit card transaction of 241.50 on 8/14/15 and combinded it for a total of 3,620.50. Cayan held funds for 15days without releasing funds into my acct. Plus another 840.00 from 8/21/15 Cayan is holding without putting funds into my acct. I contact the customer whom I charged for the catering job thinking their credit card had an issue and to reissue me a different form of payment just to find out the customer"s credit card was fine and money had already been taken out 8/10/15 for 3300.00 Same issue with the customer on 8/21/15 money had been taken out already for 840.00. I try to resolve this with Cayan giving them statements for the catering jobs, customers telephone number and address. I faxed them all the checks paid to the caters and vendors that bounced and $300 fee for nsf for all those returned checks Cayan is responsible for. Cayan said they would look into this and verify before releasing the funds. I sit and wait while my reputation is ruin with a negative account and no way to pay these vendors and caters. Funds needs to be in my account, an apology letter needs to be in place, 300.00 nsf fees needs to be paid by Cayan for their incompetency of handling this matter and transaction on a timely matter. There has not been one mailing notice, email, or call. Had I not called them I wouldn't have realized this was happening. Disappointed and Unprofessional

Desired Settlement: release the funds into my account IMMEDIATELY, SEND AN APOLOGY LETTER, PAY 300.00 FOR ALL 6 NSF CHECKS AT $50.00 EACH ALL DUE TO CAYAN NOT RELEASING FUNDS TO THIS DAY WITH NO REASON OR FURTHER EXCUSES

Business Response: 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

Consumer Response: Better Business Bureau: 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, ***** ****  

Business Response: Hello,I have spoken to my manager and at this time I will not be able to refund the NSF fees. The reason is that it is against the Credit card industry policy to use your own credit card for your business. This is consider fraudulent. I can refund the fees which are associated with your card only. Please give me a call with the last 4 of your credit card number. the number to reach me at is 800-******** ext ****.Thank you

Consumer Response: Better Business Bureau: 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, ***** ****  

8/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We recently sold our business we used this company for credit card transactions and reoccurring monthly payments. We cancelled a number of accounts that we had to collet credit card payments. we closed our business account. this company withdrew money out of our previous customer credit cards as if it was active accounts and we are getting phone calls from the customers telling us we took money. We cannot even access our account because its cancelled but yet they keep taking peoples money in our name and we don't have the money to give it back. The people we talked with on the phone said they cant help us because our account is closed, so why are you collecting for a closed account???

Desired Settlement: We want them to stop taking money from these people and refund approximately 300 that they took at the beginning of the month.

Business Response: Our sincerest apologies for this inconvenience. I will further research this and reach out to you.

Consumer Response: Better Business Bureau: 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 will wait to hear from them again, I would think they may need more information from me to get this problem fixed.  The people we spoke with on the phone prior to the complaint being filed could not help us. Regards, ******* ******  

Business Response: Hello,I will give you a call on Monday at 1 pm Eastern Standard Time.

Consumer Response: Better Business Bureau: 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 wont be home then I am in ****** until Wednesday 17th I will be in cell service on that afternoon or home phone. Home *** ********  cell *** ******** thank you Regards, ******* ******  

Business Response: Hello,I do apologize for your account having ACH withdrawals. I will contact you later today to refund the amount.Regards,

8/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for merchant account and I was told it would be set up in 24 hours of approval. It was approved 7/15. I was not able to set up the virtual terminal and run my first charge until 7/22. The next day I checked my back account to see if the funds were deposited. They were not. I called Customer Service and they said because of the size of the charge it likely would take 2 days for the funds to be deposited in my account. I checked my account on 7/24. The funds were not there. I called customer service and asked where are the funds. I was asked did you have your account set up for 1-2 or 2-3 days funding? I did not know because there is not a checkbox on the application for a funding choice. The customer service agent then said the funds were on hold in the risk department and I needed to send in bank statements. I told him I sent them in with the application. Then, he asked me to send an invoice for the charge I ran so I sent it in for the risk department. He was to email them to ask to work on my account as high priority and he would call me Saturday with an update. He did call Saturday and said he would email the risk department asking for high priority review and release. I check my bank account Monday and nothing had been deposited. I called into talk to **** but his line went straight to voicemail. I called to try to talk to another customer service agent. I got the story they would contact the risk department to get an update and would call me back. Two hours went by with no return phone call. I called again and got a different agent. He at first said there was no hold on the funds then he checked a different way he said and found the funds are being held. He said he would email the risk department and ask for high priority attention. I asked to speak to the Vice President because I am tired of this story telling and no action has been completed to release and deposit the funds to my account. I did not get to speak to the Vice President yet. All of this delay is delaying the project for my customer. Also, since the charge was approved its been added to my customers account so interest can start accruing.

Desired Settlement: I want the processing issues resolved and the proceeds of the charge deposited in my account on 7/28.

Business Response: Hello,Our sincerest apologies for this inconvenience. Please let me further research this and I will give you a call at 1 pm Eastern Standard Time.Regards,

8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been trying to reach ***** for nearly a month. We have called in 7 times and have documented the names and dates of everyone we have spoken with and the many, many times we have left messages for *****. ***** does not call back and everyone we have spoken with says there is no one to talk to now, but a supervisor will call us back. No one has ever called us back and we still have not resolved our issue.

Business Response: 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,

Consumer Response: Better Business Bureau: 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.  This issue has not been resolved.  We are still waiting for the company to respond to us. Regards, ***** *******  

Business Response: 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.

Consumer Response: Better Business Bureau: 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.  ****** has stated that she would get back to me as to why we are receiving the poor customer service after leaving 5  messages over a month period and everytime the say they will call us back but never do. ****** was supposed to have a solution to this problem for us. Regards, ***** *******    

Business Response: Mr *******,I do apologized and have explain to you that when a supervisor is not available, we email me them with all your information for a call back within 24 hours. In this case, I am sorry that has not happened.I did email the SVP, ****** ********, who I believed you spoke to concerning this issue. Again I apologized that a customer supervisor never reached out to you.Thank you!

Consumer Response: Better Business Bureau: 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, ***** *******    

7/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sometime back I contacted Merchant Warehouse for a credit card processing quote. I spoke with a young man who was very friendly and seemed to know what he was talking about. I had to fax him our bank statements, statements from our then processor and signed a few forms which I don't recall what they were. I never heard back from them. I called, and called leaving messages but he nor anyone else got back to me, so I moved on. Our bookkeeper informed last week that we have been paying a 39.95 credit card processing fee to a company we don't do business with. I contacted our bank and they gave me a phone number to Cayan, which I've never heard of. I called customer service and got a smart talking girl who basically told me that we most certainly were customers and everything was legal. I asked to speak with her supervisor and she hung up on me. I then call the number again, this time pressing #1 for sales, thinking I would reach someone with better people skills, who would send me to someone who could straighten this out. I spoke to a nice male this time and told him I wanted to talk with someone in the corp. office. He transferred my call, but it got disconnected. I called again and got a young woman, who by then knew my name and the name of my business. I told her I wanted to talk to someone in the corporate office. She told me she was in the executive. office and when I asked her title she said she was and account EXECUTIVE!!! I said, doesn't that mean sales, and she too hung up. So here I am, hoping the BBB can get through to someone with the skills to help us. If not, I will file a complaint with the Mass. Attorney General and probably the Kentucky Attorney General.

Desired Settlement: We want nothing LESS than all our charges refunded, and whatever they have open on us CLOSED.

Business Response: Hello ******, Per our conversation this morning the following cases havebeen opened and closed. Case ***** for cancelling your account and case *****for the refund of $152.65 which will be mailed to the business address.Below is my contact information if you need any assistancegoing forward. Regards,

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cayan made it very difficult to cancel service. 3 unsuccessful with the 4th finally taking, so a fee perhaps can be taken. could not get a person. kept leaving messages and everybody kept sending me to cancellation dept where i only got voice mail. finally someone in sales did it herself. also charging me for a service that i never used.

Desired Settlement: give me back money for *** ****** that i never used and last months service charge due to them not canceling my account that I asked for 3 times which brought on monetary delays

Business Response: Our sincerest apologies for this inconvenience. Please message us your *** and the best number to contact you at and a member of our customer care team will reach out as soon as possible.

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ********** *******

7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed up with Merchant Warehouse six months ago. Started using it - customer service is nonexistent. No support system except a "contact" email form. No support ticket system to follow up. They erroneously refunded two people (totaling $130) a few months ago, and I still have not gotten credited. After that every effort to contact them has been ignored. Their fees are over the top and they cannot be explained. Tonight I saw an email from a company I did not recognize stating that my transactions would not show as processed temporarily (did not state how long). Learned that this company has taken over Merchant Warehouse (Cayan.com) - and yet, their web site is broken. The live chat doesn't work, I cannot log in through the Merchant portal - (doesn't recognize my password, which is correct, so when I submit for a new password, it asks for my Merchant ID and zip code. I enter that, then asks for new password, enter that - Then says that my Merchant ID does not exist (!!!), Plus there was NO notification whatsoever that Merchant Warehouse was "transitioning" to Cayan (I saw on Cayan's web site that the change happened January 5th) Merchant Warehouse has been charging exorbitant fees (I have to sift through everything to try to figure it out and have been looking for a new merchant in the meantime.) Tonight, since Cayan.com (nee, merchant warehouse) is completely broken - when asked for Merchant ID and zip

Desired Settlement: They should refund the fraudulent fees or explain exactly what they were for. They should refund the $130 that they refunded to the customer erroneously. They should be put OUT OF BUSINESS. (There are people wanting to file a class action suit against Merchant Warehouse they are that bad)

Business Response: 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 ****** 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.

Consumer Response: Better Business Bureau: 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.  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, *** *****  

Business Response: 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.

Consumer Response: Better Business Bureau: 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 was unable to do much at that time (and since) due to family needs.When I clicked on the link for the message, it is no longer there and it appears that the case is closed.I still am not satisfied - in fact, Feb 5th, the last email I received from Cayan said all my other questions would be answered - they have not.Now, I can no longer log into my account at Cayan (same issue as before - they do not show me as a merchant)... they are charging me another $100 for PCI compliance fee which, in the contract says is due once a year - it was paid last November. Regards, *** *****  

6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After looking around for a new card processing company and talking with the salesman from cayan i decided to go with them and open a merchant processing account at the end of April 2015. When talking with the salesman to set up the account and fill out the application, he asked what my estimated average transactions or ticket would be. I told him we do split billing for some of our larger items, meaning we charge a down payment, as materials come in and the job progresses we charge another time and then when the job is completed and ready to ship we make the final charge so the estimated average is around $1000. He then said ill put down $800 so underwriting doesn't ask for more information. He said its not a problem if you run tickets for $1000 just dont go way over without calling in first to have it approved. I said OK that's not a problem. The next question was what is your estimated monthly volume. I told him we try to stay with a manageable work load per month so our card processing estimated amount is between $10,000 and $15,000. He says not a problem. Well after processing for the month of May 2015, right at the last couple days of the month i ran 3 transactions. 2 of them for $1000 each and 1 for $850. After not seeing it in my account after a couple days, i started calling and waiting on hold for several minuets and not getting anyone, then sending emails. Finally after waiting the entire day i get a email stating that because my contract said my average tickets were for under $1000 and my monthly average was under $10,000 and the last two transactions i ran would put me at just over $11,000 my account was being frozen and funds withheld until further looking into my account. They asked for invoices and bank statements which i provided them in a timely manner. Then after a couple days of reviewing it i get a email from them stating that my account is being terminated for breaching contract. And the $2850 will be held for at least 6 months, i can call in December and see if they will then release the funds. My issue is the salesman asked for estimated averages, which i gave him. Then he stated that if im a little over once in awhile its not a problem. It was not made clear that the amounts listed are the limit and if you go over by any amount you will be shut down and have to go through further evaluation. We are a smaller business, we can not afford to have bigger portions of payments for orders held for 6 months. If they don't like out business and want to cancel us that's fine but to have them freeze our money with no warning and keep it without even trying to work with us or set clear processing limits is not right. How are we going to tell our 3 customers, sorry we are having a hard time completing your order because our processing company decided to keep the money you paid us to continue with your order. It also is interesting that there ad campaign is are you ready for your business to grow by over 100% by being able to accept credit cards. But it does not say if your business does grow we will shut you down because you went over the amount you estimated for a month.

Desired Settlement: I want the $2850 that is being held, and i was charged for them processing it, funded to my account immediately. NOT in maybe 6 months

Business Response: Our sincerest apologies for this inconvenience. A customer care specialist will reach out to you today.

Consumer Response: Better Business Bureau: 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.   Someone did call me the day i submitted the complaint, unfortunately i missed the call. The representative left a message and I have tried 4 times to contact her and left 2 messages with no response back from anyone at cayan. Regards, ***** ******  

Business Response: I am sorry I am in the office today from 8-5pm EST. I will give you a call at 12 noon EST

Consumer Response: Better Business Bureau: 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.  I was not available at the time i was called, I have called them back several times and left several messages, i also have left a message asking to please leave me a good time to call in case i do not get to the phone when they call. Seems as the only time i get a response is when i reply to the complaint i left with the BBB. Regards, ***** ******  

Business Response: Please give me a good time to call you back. Thank you!

6/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi I am using Merchant Warehouse for credit card processing since Sep 2012. Recently one of our good client Mr ****** ******** who works for **** Inc. brought this our attention that he got only charged once when I sent him a paymet receipt for two trips. Please see below example. STAR LIMOUSINE SERVICES Transaction/Payment History Report Date & Time Res# Description Pmt Type Trans Type CC# Trans ID# Ref# Amount 02/27/2015 09:38 AM 13216 PU Date & Time: 02/12/2015 08:50 AM ********* ** **** Authorization & Capture ********** ********* ********* $110.00 02/27/2015 09:40 AM 13217 PU Date & Time: 02/21/2015 10:15 AM ********* ** **** Authorization & Capture ********** ********* ********* $110.00 Transactions: 2 Grand Total: $220.00 AS you can see above they are two different trips and both were charged on 2/27/2015. We charged him same amount for both same trips. As he called he needed to do expense report for his company and he got only one charge and I told him I have a approval and I have charged you twice. He said looks like there is a glitch in your merchant side as I see you charge me twice but looks like second charge never showed up on my card so I called Merchant Wharehouse which goes by Cayan.com and I explained them this situation. Representative told me that they are treating 2nd charge same amount as a duplicate transactions which is not the case at our end. There was no communication from Cayan or Merchant Warehouse to us regarding these duplicate charge transactions. Also there were no indicators of duplicate transactions on there user interface so we thought everything is fine. Today we went all the way back to 2012 since we have signed up with Merchant Warehouse and we noticed there is a big issue into this. Our Analyis for 2012………..150.00 For 2013………..$4007.50 For 2014…………$5733.58 For 2015………….$1477.98 Total due from them…………….$11,369.06 I want Cayan to credit me these funds due to their software glitch. Right now as you can see they resolved this issue according to them. I have been loyal client of theirs since 2012 and I have called them numerous times regading some other issues but they have never told us hey there are so many charges are not going thru so please let us fix this. I am not going to be able to collect these funds from clients as its too late. Please see below another example as you can see they are two different reservation and passengers and I called him yesterday to find out and he got charge only once but on our side its all approved and we have Transaction Ids. 2nd April Mr ****** ****** travelled and his Father so we charged him for both trips on 03/27/2015 and guess what he got only one charge also. STAR LIMOUSINE SERVICES Transaction/Payment History Report Date & Time Res# Description Pmt Type Trans Type CC# Trans ID# Ref# Amount 03/27/2015 01:03 PM 13381 PU Date & Time: 03/23/2015 08:00 AM ******* ** **** Authorization & Capture ********** ********* ********* $120.00 03/27/2015 01:04 PM 13382 PU Date & Time: 03/23/2015 01:30 PM ******* ** **** Authorization & Capture ********** ********* ********* $120.00 04/02/2015 10:59 AM 13403 PU Date & Time: 03/28/2015 02:29 PM ******* ** **** Authorization & Capture ********** ********* ********* $120.00 04/06/2015 12:28 PM 13429 PU Date & Time: 04/03/2015 05:06 PM ******* ** **** Authorization & Capture ********** ********* ********* $100.00 Transactions: 4 Grand Total: $460.00 Please see attached statement from Merchant Warehouse and neither it says any transactions regarding duplicates.

Desired Settlement: Total due from them…………….$11,369.06

Business Response: Hello,I am researching this and will pull a report showing any duplicates from April 2014 to April 2015. I will contact you once I receive the report.Thank you

Consumer Response: Better Business Bureau: 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.  I have started with Merchant Warehouse in 2012 not 2014. Regards, ***** ****    

Business Response: Hello,Our legal department will contact your attorney as *** ****, legal for *****, received a letter from your attorney.Thank you

5/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a contract with Merchant Wherehouse that became Cayan. When I signed on with MW I had an account manager and all terms of our contract were carefully negotiated. The company changed to Cayan, and although they hold me to every term with strict compliance, they have violated the terms of the agreement over and over. Their response is "well things over time change and our company policies change" I have a contract. Cayan has this deceptive business practice. Last year I caught it and they had to pay me over $800 for their "billing" errors. You have to watch them like a hawk. So for the past 10 months they have switched over to using online account statements. they do not email nor mail statements. they make it impossible to access. I can explain in more detail in person. You have to use a manager profile but the profile will not let you select a password to access the account, the phone rep will not give a password so you can set up the account its a vicious cycle and their only remedy is for the consumer to order statements at $2.50 each. My contact clearly states that statements are to be mailed to my business address. But this is not the issue. The issue is deceptive billing practices and the playing hide the ball with the monthly statement. They send cryptic letters with multiple pages that consumers do not have time to read. In these letters they bury the information that they are adding some sort of "premium" service and if you do not opt out they will start billing you monthly. I did not want nor ask for their added on merchant services. It is unethical. If I want their services I would call and add them and ask the price and agree to be billed - just like we do with our phone and cable service. IF I WANT IT I WILL BUY IT. They instead add it to your bill and silence becomes the compliance. This is crazy. So if I do nothing, I get billed for all types of services I never asked for or wanted. They play hide the ball with their "offer" they play hide the ball with their billing. I have caught them several times and they back track and know I caught them and offer to return the money but only 90 days or 6 months. You then have to fight tooth and nail to get the rest. After spending hours on the phone if you call the executive office and threaten class action they pay. But first you have to get to someone because the execs are so guarded and never return calls.

Desired Settlement: Since January of 2014 Cayan has added a charge for "*****************" for $6.95. I never asked for this feature nor do I want it. I should not have to pay for something I never ordered personally and is not in my contract. When I negotiated the contract I was assured there would be no hidden charges or adds on without my written consent. they did this **** last year and I forced them to return $800 after I threatened to sue. I reminded them if I sue I would make sure the attorney I worked with be a class action attorney, I got my money back right away from one of the executive staff. The phone reps were worthless and refused to return the monies. This company is a scam. they are borderline legal in their actions. They have all sorts of hidden costs and even more hidden pricing warnings. I plan to fire them. I do not like to do business with companies I have to watch over carefully. I want to feel that the vendors I hire are part of my business team looking out for my best interest and helping me as a solo practitioner be successful. If I have to spend hours pouring over billing and even more time on the phone asking about bogus charges - with business partners like that - who needs enemies?!!!!

Business Response: Hello Ms. *****,

Our sincerest apologies for this inconvenience. On your statement for December 2013, we announce this new feature free for the month of January. Please see attached statement, as a courtesy I have opted you out of My Advantage Portal and removed the fee of $6.95 from your account. In addition to the refund of $41.70, I have refunded the remainder amount of $62.55. You will see the refunds in your account within 30 business days. This total refund of $104.25 will cover the months Feb 2014 to April 2015. Please give me a call at ###-###-#### . I have also left you a voice message on your phone.










4/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: HiI am using Merchant Warehouse since 2012.I am using them as they refer to me from Limo Anywhere software. One of our loyal client brought this to our attention that he is only getting for one trip. We called Merchant in last year November and they said no charges were delayed it will come in next batch.I called them today again and today I was told totally different story and I was told that there is a duplicate transaction flag which need to be removed from our account so we can process duplicates.Your request for assistance has been received. Case #***** - "Duplicate Flag" 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 ###-###-#### and reference the assigned case number in this message. Thank you.Cayan SupportIt is so easy for them to fix this and guess what I have lost over 6,000 dollars in duplicate transacation.My question for them is why they never notified client for any duplicate transactions as from our side all transaction went through as we trusted them as our merchant. Its their job to notify client hey you charged and it came as duplicate so your client is not getting charged so please call him. How can I call my clients now when its over a year. I will definitely hold this merchant responsible for this.

Desired Settlement: Please pay me my lost amount and I will show all proofs how much money I have lost due to their no communication.

Business Response: Hello, per our conversation earlier today, let me research this further and I will respond back to you by Wednesday.Thank you.

4/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Just because this scamster company keeps the merchant credit card info on file, they raise prices from $ 5.00 to $ 15.00 per month without advising merchants or getting any form of authorization from merchants. So that it doesn't get noticed they don't send paper statements either.

Desired Settlement: If they fail to reimburse us the amount, we are taking it to the court.

Business Response: Hello,Per our conversation, I am authorized to refund to you the difference of $140.00 back to your account, regarding the fees increase from Auth.net. This is a one time courtesy and going forward you will be charge the $15.00 per month. I am sorry that you did not receive the email communication from last Jan 2014. Thank you

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ******

4/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently changed to Cayan for processing credit cards for my business. I have a retail store that is a *** and specifically stated the account that the credit card payments were to be deposited into was in my personal name. Because of my ex business partner steeling all of the money in my company account several months ago, money is very tight and I do not wish to have a checking account from fear of accedental over drafts. The only account I can find that has the ability to use a debit card and direct deposits only have them available for individuals, therefor my only choice is to have the account in my personal name. Having processed cards at my store for almost a year now with another company I didn't expect this to be an issue as long as Cayan was aware of the name the deposits were to be made in. I received an email Wednesday stating there was an error with my deposit. I checked the information in the email to verify if my banking information was correct and saw that Cayan was trying to make the deposit into my account using my store name. I immediately responded to the email stating what needed to be corrected. When I still had not heard from them by Friday I called to see if this had been corrected and to ask when I should be expecting my deposits (being owed 2 deposits at this point.) I was told that Cayan could not make a deposit into an account with a name other than what would be printed on the receipts (the ones my customers see) and that my account had been put on hold. I had not been notified that my account was on hold and had been allowed to continue to charge my customers credit cards through them. This raised even more issues, why would a company not inform you immediately of this, unless they wanted to hold your money and use it as long as they could. She then continued to tell me I would either have to change everything with them into my personal name and I could get my money or I would have to open a business checking account and have the money deposited into it. I stated that I could not do either, explaining why I wouldn't get a business account and that putting it all in my personal name would be an issue for two separate reasons. One it wouldn't look professional at all and two it would cause new issues in and of itself. When my customers looked at their statements and saw a name that didn't match the name of the store they made the purchase from they would dispute the charge. She then told me that several of their customers have their deposits made out to a business name into their personal account. I told her that I really don't see how that can be seeing that the business name isn't associated with the account there could be several legal issues with that. I then asked if it was an issue to make the deposits in the mannor i needed why wasn't I told in the beginning. She rudely told me they cannot control what their sales people say. This made me wonder even more about the company (Cayan) not only were they not doing what they had stated they would and holding my money, they feel it is morally correct for a bank to accept deposits into an account that doesn't have the same name associated with it, and now they not only feel they aren't responsible for what their sales people state in order to get new accounts , they also do not stand behind their employees and are willing to throw them under the bus. I then explained to her that my sales person was not able to approve accounts and my previous merchant services company made a text deposit to make sure everything worked fine prior to anyone waiting on their money. I asked that she check with a supervisor to see if I could have my account taken care of in the way I was told it would. She came back telling me that they couldn't do anything other than what she had stated. I then told her I would have to cancel my account and asked how they were going to get me my money. She put me on hold and when she returned she said they would mail me a check. This ment I would have to wait longer for my money and I would also have a difficult time cashing the check since I don't have a regular checking account unless it was drawn on a local bank. I then told her she could change my account to my personal name and deposit the money into my account. Now that I had said I was closing my account with them she said in order to do that (change my account with them to my personal name) o would have to fill out a form and have my bank write a letter. I asked why my bank had to write a letter and she told me it was because my account was on hold. I stated my back account was not on hold and has noting to do with this matter. She still stated that my bank would have to write them a letter because of my account with them being on hold. I asked since I gave all the same correct information in the beginning when I was setting up my account and didn't feel I should have to go through all of this to get my money. That it would be hard if not impossible to get a letter from my bank and if I could it would take several weeks to do so, I do not bank with a local brick and mortar business. I then asked for a supervisor. She stated they all were in a meeting and woukd have someone call me back. I said I have been given the run around from companies that I had been scammed by before and that this had quickly started feeling like a scam, would I really get a call back. She assured me that I would. I asked that they call my cell to make sure I received the call and gave her my cell number. It is now late Monday and I still haven't received a return call, email, any type of communication or my money.

Desired Settlement: I want my money owed to me deposited into my account along with the interest (no matter how small, it adds up for them) Cayan has made off if it in the way I origanally set it up and was told it would be done. Also without having to do anything additional since has changed except for Cayan'e ability to do so. I also know the company can make deposits into a name other than the businesses name that is on the shingle, Square has been doing this for 8 months. Yet, if they refuse to do so they need to inform the people that plan on using their services prior to setting up the account and charges being ran. How all of this has gone it really appears that Cayan takes advantage of these situations in order to use other people's money and draw interest on it.

Business Response: Hello,I am very sorry for the inconvenience, please let me research this further and I will respond to you by Wednesday afternoon.Thank you

Consumer Response: Better Business Bureau: There is nothing to accept, it only says they will look into the matter. Yet, if I understand what BBB 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 # ********. Please add your rejection comments below. Regards, **** *********  

Business Response: Hello,Would it be possible to add on your DBA to the account that you want to have your deposits and debits to?

Consumer Response: Better Business Bureau: As I responded  to your email I received earlier today asking the same thing. I would have already added it if it were possible.  And again as I have stated before, I do not have a regular checking account. What I have only has a debit card and doesn't have the ability to add a dba, it is for personal use only.  Can you (Cayan) do what your customer service  rep offered at the beginning of the conversation conserning this matter on Friday, put everything I have with y'all into my personal name and make the deposit to my account that you already have on file in the way it was given to you.  Just take off my business name. This was offered then and I do not understand why it cant be done now just a few days later  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, **** *********  

Business Response: 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.

Consumer Response: Better Business Bureau: What does it matter whom I'm with? Like I had said I set up an account that I don't have to worry about... If that is the case then why have I gotten all my deposits from square and still getting now that I've went back? Why are y'all making it so hard to get my money? Do you just want to keep something that isn't yours?  All you have to do is deposit it with my name just like I stated when I set my account up with your company...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, **** *********  

4/5/2015 Problems with Product/Service | Complaint Details Unavailable
3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint about My Advantage Portal charges, and the requirement to opt out. I did not want this or sign up for it. Cayan used a highly unethical business practice of sending an email and requiring customers to opt out by going on line to avoid purchasing an extra service. I had thought that this practice was illegal, but my complaint is not a legal one. My complaint is that for the past year I have been charged for a service that I did not actively authorize. By actively authorize I mean "opt in". I am sure that you have many unhappy customers due to this underhanded approach to doing business, and I want to warn others about this unethical business practice. There is a lot of controversy about the legitimacy of "opt out" charges. If it is not illegal, then it is certainly unethical. As Cayan is well aware, most people don't read promotional email. I did not read the email that you sent, and generally don't read most email that I receive due to the huge volume of promotional email. I never imagined that Cayan would stoop to the practice of an opt out scheme. I'm sure that you have frustrated many customers with this practice, and I want to add my complaint to what I can only assume is a huge pile of customer complaints.

Desired Settlement: Refund for all past My Advantage Portal charges - I believe this is 1 year of charges

Business Response: I am very sorry that you were charged for this service.  I am refunding back to your account $97.30 and should see that deposited in your account within the next 7-10 business days. I have also opt you out of the program and will not see any additional charges. Thank you!

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards and Thank you!, ***** *******

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their machines will not operate at my store, It keeps going down on me, I have to stay at my store from open to close to use the square in order to Accept credit cards sometimes, it sucks, im paying for a product that I can't use, so I boxed it up and shipping it back. I already spoke to a lawyer and I'm ready to proceed

Desired Settlement: I want a refund for the machines I purchased and the rewards cards I purchased

Business Response: I have open a case to have the money refunded back to your account. The refund should take 7-10 business days. I will give you a call next Wednesday to see if you have received your refund.

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******

2/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was forced to use this company as my merchant provider, because of the Point of Sales system, I had purchased, well, I felt good, thinking, since they say they work well with them, it wont hurt and i should be up and running in no time, well I was definetly wrong about that, my credit card still doesn't work and they keep blaming it on the POS software, and POS is blaming the Credit card, now they both are trying to blame the internet service, so what I was spend extra money and got a new internet provider, I am still having problems, which means, its not the internet, its either the merchant people or the POS people. I am tired, I don't want to deal with either company anymore and I want my money back as well as the money I spent trying to get rewards cards in which after I paid for it, I have yet to hear from anyone to get the cards processed, which now is a good thing, so it won't be a problem refunding all my money I have spent!!

Desired Settlement: I want my money from set-up and my money from Gift cards (944.99) just from the gift cards, and i know i have to pay $24.99 for each credit card machine I have which is 3

Business Response: We have had our tier 2 technicians reach out to speak with this customer in regards to his devices that aren't working correctly. On Friday we were able to get two devices confirmed to be working, *********** and ***********, and could not get the *********** device to work. We are happy to swap that one out. I am also awaiting a response from our gift card vendor on the requested return/refund of the gift card order and will update this issue accordingly once I have further information on that. I do appreciate Mr. ******'s patience with us while we work these steps and I'm hopeful we'll soon be able to come to a full resolution on this.

Consumer Response: Better Business Bureau: 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.  [None of the machines work, they worked for 3 transactions and it didnt work the rest of the weekend] Regards, ****** ******  

Business Response: 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.

2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received my swiper late, and it didn't even fit my phone. I called to resolve it, had to leave a message and no one called me back. Called again, customer service awful, transfered to another person who opened a case. Was told someone would call, no one called. Called again, found out I had never received emails I was supposed to have received with account info and passwords. CS agent emailed them again, and the password didn't work. Iam unable to access my account. Called again, to cancel service. Faxed in my cancellation form and waited a week to hear back and didn't so I called again. The lady I talked to helped me and said I would receive a refund for the $35 charge, since I was never able to use their service. That was a week ago, and I have not been refunded my money. Tried to call AGAIN, but sat on hold for 15 minutes before I hung up. I want my account canceled and my money back.

Desired Settlement: Refund!

Business Response: I'm so sorry to hear about your experience. I have approved the refund of $32.95 that was pending in our system; you will receive that back into the bank account on file no later than Friday, February 13.I've also opened case number ***** to close your account; you will not need to send any forms back to us, this case will take care of everything for you and ensure you are not charged any further fees. This case will be completed by Friday.

2/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I first noticed a overcharge on my account 11/3/2014 of $138.00 when i contacted cayan of this problem they said it was due to lack of use so i requested to cancel my account at this time because i felt charges were unjust. I was told it would be canceled then i noticed on 12/05/14 im charged this same fee again so i call again this time im told i must fill out a form and send it back. They must email me the form after several more phone calls i finally get someone to email me the form i get it filled out and faxed back. January 3rd 2015 rolls around this time im charged 39.90 i once again begin the phone calls to be told the paper work hasn't been filled it has to go through a approval process. I get a email a week later saying my account has been closed but February 3rd 2015 im charged another 39.90 i call and get told since my paper work wasnt filed before the billing cycle i have to pay for this service which at this time i haven not used since October 2014

Desired Settlement: I would like a reimbursement of 79.80

Business Response: 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, **** *******, ******** MO **********. 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 **********@cayan.com

2/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service with Merchant warehouse in November of 2014 and returned all of my equipment issued to avoid any charges, and in December 2014 I was charged 99.00 of the equipment i returned. They did have noted that the equipment made it back to the warehouse, and that I would be issued a credit back to my account in 7-10 business days. I waited 14 days and nothing was ever issued on their end. I called back 2 more times and was told that it could take 30 days.... So i waited 30 days and still nothing... I have since contacted them 3 times because I did not see the reimbursed charges back on my account like they promised. I have tried calling another 4 times but nobody answers the customer service lines. I no longer know what to do , but they still owe me my 99.00.

Desired Settlement: i would like to receive the 99.00 that was charged to my account for the equipment i returned.

Business Response: Tell us why here...I reached out to Ms ********* in regards to her refund. I advised her that I would email our accounting department to see if her refund was mailed out. I received an email back from accounting stating her check will be expedited today.

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *********

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company formerly known as Merchant Warehouse, I chose on the internet to process possible ** / **** transactions. I was starting a new mobile notary business and had no idea if or when I might need this service. I was attracted to it due to their advertising that said I would only be charged $4.95 per month. I also spoke with a representative who helped me set up my functions. This representative stated that if I found I did not have any client using the service in a month, I could call them and ask for a waiver of their $19.95 fee. I signed up Oct. 23rd and was charged for the whole month of October with that extra fee for that month. When I declined payment due to the excess, they then charged me another $25 fee on top of that. I called in Dec. to complain and it was explained that I now owed them $73.95. I promptly cancelled my service, but then discovered on January 5th, I was once again charged $26.50. So all together, I have paid them $100.45 having never used their service even once. I believe they misled me concerning their fees and the idea that they might wave their extra fee if I didn't use their service in any given month.

Desired Settlement: I request a refund from this company due to their false advertising.

Business Response: I have spoken with ********* 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; *********'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.

2/9/2015 Billing/Collection Issues
1/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This business failed to have re-programmed my ************* account since it is locked by the current merchant provider. But this business started charging fees even when transactions are not being processed by them. They charged me already $232.90. I called customer service, terrible service, once I request to have the account cancel one representative asked to leave a vm with the cancellation department, I left a vm but no call back. The day after I called customer service again and requested the account closed, advised him not to transfer to the cancel department to leave a vm again because I did it already he just hung up the phone. I emailed the sales person to have this issue resolved but same process. Contact the cancellation department and get a cancellation link. No direct number provided. I told her that this is a bad practice and I will complaint about it.

Desired Settlement: I'm requesting a full refund of 232.90 since this business was unable to re-program my gateway, if the re-programming failed the service was not active yet. Finally please have the account closed if it is active.

Business Response: 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 *** ****** ** **********, NJ *****.

Thank you, 
Customer Care

Consumer Response:

Better Business Bureau:

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. 

[My mailing address is: *** ******** ****** ** ***** **, **********, NJ *****. Please confirm you had made the changes to the check being mailed to me]

Regards,

**** *******

 

 

Business Response: Hello, 

The mailing address has been updated to 2** ******** ****** ** ***** **, **********, NJ ***** - a check in the amount of $209.85 will be mailed out to you.

Thank you, 
Client Services

1/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My problem with this company started from the very first day. As a new business owner, I was excited to get an inexpensive merchant who had good reviews and Merchant Warehouse seemed to be it. Unfortunately, I was wrong from the beginning. ***** ****** was the sales person who had helped me start my account. Of course, he was more than eager to help from the beginning to get a sale in. He asked what type of phone I had to see if the reader was able to work with that phone and he stated my ******* ****** S4 would work fine. He would contact me promptly and I specifically asked him if I had ANY problems WHATSOEVER if he would be the representative helping me. He stated he would be and mentioned the sales people there did not work off of commission. This put me at ease; but, should not have trusted someone so easily. I got my card reader and after the first client I used it with it stopped working. After hours of being on the phone with tech support I was told my phone was not "compatible" with the reader even though I tried with 3 different newer phone models. They then sent me 2 readers thinking it was the reader, none of which worked. I then contacted tech support for the second time. By now, I was having to type in literally every single transaction which incurs a bigger fee than if you were to swipe a card. Tech support now told me there was a software update I needed to do and that it would be available by the end of April/May (I don't recall the exact month). Trying to be a loyal client, I continued typing the credit cards of my clients into my phone instead of swiping. Each month, I would have to call them to do a "downgrade" report which basically gives me back my money for me having to type in the transactions. Well, each time it was a hassle. Each time I felt as though I was bugging the customer service reps and each time, it was a different story with a different amount of money. I have yet to be paid back for July-November. ON top of ALL of that, I was told I would have to take them to court to get a measly $5-$20 for June and that I would have to talk to ANOTHER rep about July-Nov (even though I ALREADY spoke to someone who was supposed to get the downgrade report resolved). BUT THAT'S NOT IT- THEY ARE CHARGING ME EVERY MONTH TO HAVE THE SERVICE EVEN THOUGH I HAD STOPPED USING IT SINCE NOVEMBER. I WOULD SAY THIS HAS TO BE ABOUT $100+ DOWN THE DRAIN. I am BEYOND livid- I had tried to be a loyal customer to ONE company and I should've known this company was shady to begin with. I am absolutely STUNNED that they have good reviews. This company is HORRIBLE, the customer service has been HORRIBLE and they really need to get their stuff together.

Desired Settlement: I want a MANAGER, OR SOME FORM OF HIGHER UP TO LOOK AT MY UNRESOLVED ACCOUNT, CALL ME AND ISSUE ME A REFUND FOR WHAT THEY OWE ME!

Business Response: 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 

1/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I first cancelled my card card processing service on October 22 because for 4 straight months they overbilled me on both of my accounts. I had two accounts with them, one card present and one card not present. I had to call each month and they would process a credit but it took time and effort. I found a less expensive service so this is why I cancelled. I talked with their customer service, they emailed me cancellation forms which i emailed right back requesting the cancellation. I got another debit in November for the high amount again on both accounts. I called again on Nov 6th and talked to the same customer service rep, **** ******. He told me he only processed one of the two cancellation forms so would do the other one then and I would not get billed again. He issued the credit for the overcharge for each acount which took about 10 days. I though the matter was resolved. I then got billed again in December at the higher charges for both accounts again which put my bank account in an over draft position while I was out of town. I have emailed them and gone to my bank where we sat on hold for 15 minutes trying to get through but never did. I tried again but haven't gotten through. I will keep trying until I get through but wanted to file this complaint as I am feed up with 6 months of aggravation and wasted time. I believe this goes beyond incompetence and is willful actions on their part believing business owners don't have the time to catch them.

Desired Settlement: I want them to refund the two charges of $29.95 in November, so $59.90 in November, the $59.95 they charged my account in December plus the 3 $35 overdrafts my bank South State Bank has charged my account. The total I want credited to my bank account is $224.85. My banker is ***** ******** at South State Bank phone number ************ to confirm our discussions.

Business Response: Hello, Thank you for contacting Merchant Warehouse via the BBB.Account #1 BUILDING SANDCASTLES, LLC *************** - 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 *************** - 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 *********@merchantwarehouse.comThank you, *****

Consumer Response: Better Business Bureau: 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.Building Sandcastles submitted both cancellation forms on October 22  your customer service missed the second cancellation form on that date.  I was billed in December for both accounts in December for both accounts at the higher unauthorized amount of $39.95 each.  This put my account in overdraft costing $105 in overdraft fees. You then both credited $9.99 for each account.  I want the amount listed in my original compliant credited to my account.  Obviously the info from ***** below is not complete.  Please credit my account ASAP.   Regards, *** *******  

Business Response: Hello, I have issued a refund for account *************** (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 *************** (BUILDING SANDCASTLES, LLC). The total amount you will be receiving is $98.89 which will be mailed * ****** ***** ****** **** ****** SC *****.Thank you, *****

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IN MAY OF THIS YEAR I CANCELLED ONE OF MY ACCOUNTS WITH THIS COMPANY. THEY PROMISED ME A REFUND FOR $166.XX THAT WAS CHARGED ON MY ACCOUNT. I WAS TOLD THE REFUND CHECKS WILL BE MAILED OUT IN 2 WEEKS. ITS NOW 7 MONTHS , I HAVE CALLED THEM MORE THEN 5 TIMES ASKING FOR THE STATUS OF MY REFUND AND EACH TIME I AM PROMISED THAT THE CHECKS HAVE BEEN MAILED AND THAT I WOULD RECEIVE THEM SHORTLY. ON NOVEMBER 17TH I CALLED AND REQUESTED THAT THE REFUND BE SENT VIA ****** AND A TRACKING NUMBER BE PROVIDED TO ME. AFTER HOLDING ON THE LINE FOR SEVERAL MINS THE AGENT RETURNED AND ASKED ME IF I COULD PAY FOR ***** CHARGES THEY WOULD SEND IT VIA *****. THE SHIPPING CHARGES WILL BE DEDUCTED FORM MY REFUND BALANCE. I AGREED TO THAT AND ASKED THAT A TRACKING NUMBER BE SENT TO ME VIA EMAIL. ITS NOW 2 WEEKS LATER I CALLED TO ASK ABOUT MY REFUND AND TURNS OUT THERE WERE NO CHECKS EVER SENT TO ME VIA ***** OR ****. I ASKED TO SPEAK TO A SUPERVISOR AND THERE WERE NONE AVAILABLE TO TALK TO ME. THE AGENT INFORMED THAT A SUPERVISOR WILL CALL ME WHEN THERE IS ONE AVAILABLE. I ASKED FOR A TIME FRAME AND SHE SAID THERE WAS NONE, THEY WILL CALL ME WHEN THEY ARE AVAILABLE TO CALL. MEANWHILE MY ACCOUNT WAS AGAIN CHARGED ANOTHER $99 IN UNAUTHORIZED CHARGES.

Desired Settlement: REFUND FOR THE AMOUNT OF $166 FOR THE OLD ACCOUNT AND $99 FOR THE CURRENT ACCOUNT AND MY ACCOUNT WITH THEM BE CANCELLED ASAP

Business Response: Hello, I'm sorry about your experience with Merchant Warehouse. Please know that your account is closed and a refund was submitted and sent on 12/4/14.Thank you for reaching out and allowing us to assist you.Thank you, *****

12/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2014 I purchased a new business management software, this new software only allows Merchant Warehouse to process credit cards. I contacted Merchant Warehouse and their sales rep told me they beat any other merchant fees and offer the lowest prices. I Informed the sales rep that I was a customer of the the Business software and needed to set up whatever is needed to run credit cards through the software. I sent the sales rep the cost I was paying from my other merchant service provider for them to beat the price. The sales rep sent me what I was told I needed for my new software. Months later I found out from their tech support on what I thought was a related issue that there was an account that I had that was never used and didn't need what I had been paying for. Come to find out that I was told I needed the mobile account for the card reader I use with the software is not needed for the software or card reader. I asked to have this account closed (this was over a month ago). I was transferred to a rep who created a case number and emailed me a form to fill out and email back to them. I completed the form the same day and emailed it back, all i asked for was a refund of the last payment for that account. The rep agreed to refund me and then I received an email that the case was closed. I never received the refund and I was charged over $266 this month in charges. I contacted them again and was told by the rep that the account is not closed and I am being charged a yearly maintenance fee that in my contract cover sheet says, but I don't have. The rep refused to refund the money, then told me I had to resend the form to close the account. I requested that this rep stay on the line to confirm that the account got closed and I resent the form. After she confirmed she received the form she told me that the form is being rejected and that the account will not be closed? This does not make sense, I have now sent the request to close the account 3 times (twice to the last rep) in total and the rep says I cant close the account.

Desired Settlement: I want my Mobile Account Closed! I want the yearly fee's refunded as I was told there was none (my last Merchant account did not have one either) and my cover letter outline of charges say nothing about a yearly fee. Plus the $28 in overdraft charges I was charged because of this unexpected and unauthorized charge.

Business Response: Hello, I'm sorry about your experiences with Merchant Warehouse. Please know that I have cancelled your account and going forward you will not receive another bill. A refund has been submitted in the amount of $171.85. You can expect that check to arrive within 30 days.Thank you, *****

12/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried closing my account a few months ago. I started by submitting a contact form on merchantwarehouse.com to close the account and never heard a response. After getting charged another month, I tried calling and waited on hold for 2.5 hours- no one answered. I then initiated a live chat at 10:00 AM. At 3:00 PM I closed the browser after no agent came onto the chat. I finally emailed a harsh message to my rep and received an automated response a few days later that my account has been closed. I though I was finally done, when this month merchant warehouse debited my bank again for an account that has been officially closed!

Desired Settlement: Stop charging my bank for a closed account.

Business Response: Hello, I'm sorry about your experience with Merchant Warehouse, unfortunately I was unable to locate your account and provide assistance.Please email me at*********@merchantwarehouse.com providing your 15 digit merchant ID number. Once I receive your email, I will be able to better assist you. Thank you, *****

12/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse started charging a $99 annual *** compliance fee with minimal communication to existing customers. The only communication that was sent out was a note at the top of one monthly statement. The note was cryptic and only on the one month's statement. I use the online reports for billing details, not the monthly statements. So I was not aware of this new annual fee. For such a substantial new charge, a specific communication about that contract change is really in order.

Desired Settlement: Refund of 2013 and 2014 compliance fee. An updated contract clearly stating all fees to be charged. Better communication going forward about any fee changes.

Business Response: Hello, I'm sorry about the experiences you've had with Merchant Warehouse. Unfortunately, we are unable to refund for *** compliance fees. These fees are implemented by **** and **********.We do advise our merchants two months in advance for any updates on fees and upcoming charges.Thank you, Client Services

Consumer Response: Better Business Bureau: 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 method of communicating the substantial change in fees was not sufficient. Printing a cryptic message at the top of one month's bill is not enough. A distinct email about the change or a contract amendment was in order. Please see the attachments. This is the ONLY communication that I received. And, like most customers, I mainly rely on the real time reporting data -Not the monthly statement.A refund at the cost of Merchant Warehouse is still in order. Regards, **** *****    

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is with the service and ethics. I have been trying to cancel my 2 merchant accounts for 3 months. I was sent a cancellation web page link several times to fill out a cancellation form for each account. The web addresses always showed error pages. I was not able to cancel over the phone, which I find hilarious. A business that can't do business on the phone. I tried to call several times to cancel but just got a recorded message about leaving my information in order for them to cancel my account. Then they sent me the same error web page. Finally I was able to get the proper forms through the service "ticket" but was given the wrong fax number so they never received the forms. I never got any follow up after re-faxing the forms to let me know that they ever got them. I had to reach out again to be sure they did their part to cancel. Just a bad experience and cost me $130 more than it should have before they got around to giving my account the attention it should have gotten.

Desired Settlement: Fix the error web page that is suppose to have the cancellation PDF so no other CUSTOMER has the same trouble.

Business Response: Hello,  I'm sorry to hear about your Merchant Warehouse Experience. Both accounts have been forced closed, so you won't be billed for November 2014. I have also issued a refund in the amount of $65.90. Thank you,  *****

11/17/2014 Billing/Collection Issues
11/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: i have tried to cancel my account with this company for 6 months now, but they are still charging me a $36.95 fee every month, against my will. i have written and called to cancel my account because i switched to a different credit card processing company. their customer center is extremely unorganized and irresponsible. i do not wish to continute doing business with this company and The $36.95 charges are not authorized and i wish the charges to be credited back to me.

Desired Settlement: my account CLOSED and $36.95 X 6 refunded to my account.

Business Response: Hello, I'm sorry about your Merchant Warehouse Experience. Since the complaint was posted, the account has been closed and a credit of $147.80 was issued.Thank you, *****

Consumer Response: 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,  

10/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On9-19-14 Merchant Warehouse ran a $5022 charge on a customers of mine's ****** Card, then charged my bank account for their $86.00 processing fee. Now they have refused to fund my bank account with the proceeds of the charge and have not returned the money to my client. Reference Number *********. I have used Merchant Warehouse for over two years to process my credit card transactions. There was one charge back in July 14, by mistake of my client, my client's partner apologized and immediately paid the money on another card, and I took care of the matter with Merchant Warehouse within three days. Merchant Warehouse has no right to keep this money. If they did not want to provide service to my business then they should have terminated our relationship. Not run a clients ****** Card for over $5,000 and then decide that I am not "worthy" of being paid my clients money. It has been 7 full days now, Merchant Warehouse has asked for and received three months of my bank account information and my invoice to my client and the clients billing information again. Now they are "reviewing" if I get paid. ,

Desired Settlement: Pay my company the $5,022 that they charged my clients ******Card on 9/19/2014 plus interest.

Business Response: 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, 

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a merchant that travels doing large events. I am only opened, usually, on the weekends. On a Sat , 3 weeks ago, my wireless credit card machine died on a very busy day. This machine was 8 months old. I had previously bought another wireless machine for $300.00 a couple of years before. I was notified last December that the machine would not work as of Jan 1, 2014. Merchant Warehouse sent me a Nurit 8020 in its place, which I appreciated very much. Eight to nine months later it doesn't work and cannot be fixed according to them. I didn't want to spend $579 on a new one since I felt it was a waste and also a little nervous the same thing would happen to me. So they sent me a card reader (Genius EX) for phone and tablet. I tried to download the software and it wouldn't let me saying it wasn't compatible to my ******* *****. So, cI called customer service and the response was , "oh, that phone is not compatible but most android phones and tablets are compatible and Iphones and I pads" So, I switched phone carriers from ******* to ******* (if I was going to use my phone I needed better wireless coverage) Went to *******, told the sales clerk what I needed and why. I wanted to get an Ipad but was talked into a generic ******* tablet and decided upon a LG3 phone. Downloaded the Genius app and inserted card reader and it worked on my tablet exactly 3 and half days and stopped. Tried my phone and it didn't work either. After about 4 phone calls to Merchant Warehouse, a tech sup port person told me neither device was compatible. Hmmm, but it worked. So, now on my third weekend of trying to use the Genius Ex I borrowed an Ipad (the support person said it would definitely work on the Ipad) Well, it worked fine for a day and then the next day it started working intermittenly . So, today I called back was on hold for 27 minutes and 32 seconds and hung up. Dialed another number that was listed for Genius EX and waited about 10 minutes and got a tech support person named *****. My first issue was that the Genius Ex would not let me close my batch. I was told he would send me a link so I could do it online (Never got the link). I then stated I had problems also with the Ipad and he told me I would have to have the Ipad to troubleshoot. Since , it would work sometime and then halfway thru the day it wouldn't , I am not sure how he was going to trouble shoot. Plus, I borrowed the Ipad to see if Genius Ex would work and did not have it with me. I asked to speak to his supervisor as I just wanted someone to help me with taking credit cards wirelessly. ***** told me his supervisor would call me back ( I believe a ****** or something similar to that name) I was told in an hour he would call me back . I never received a call back. I am afraid to call back (even to cancel my account) as I will either be on hold forever or no one will help me when I do get thru. I even asked about getting another wireless machine and all I get is not that one , or no, that one can't be programmed. etc.

Desired Settlement: I just want to be able to take credit cards. I wasted a lot of money buying a phone and tablet that is useless with this app or the card reader just doesn't work. I don't know. If a credit card processing company cannot find a solution to help a customer why are they in business. I definitely want the BBB and others to know that this company may rate A plus but I certainly haven't seen it. There seems to be a lack of training or disclosure of information on their tech support people. I received poor information. Telling me there are thousands of tablets and phones that will work with it and then mine don't (3 of them) I find this false and misleading. and I want them to correct it and educate their employees on this . It has cost me a lot of money and a lot of time and I now just want to end my relationship with this company.

Business Response: Hello****,  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,  *****

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. In regards to helping the matter, I finally spoke to a supervisor , *****, I believe his name.  He , after at least 6 phone calls, has been the only one to really listen and is trying to help.  He also agreed, after purchasing 3 different items - 2 phones, a tablet, and the reader doesn't work, that it is unusual that it doesn't work on any of them and now adding an I pad to the list.  Still doesn't resolve the problem , but at least I have someone that is listening. Regards, ******* ******** 

9/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I established the services I was advised that there was no monthly service fee with the exception of the percentage of the credit card transactions. I was never advised of the change and I HAVE BILLED 39.00 FOR AT LEAST THE PAST YEAR OR TWO.

Desired Settlement: I would like to be refunded for the services, I have not utilized the services in 3 years.

Business Response: Hello*****,  I'm sorry about the experiences you have with Merchant Warehouse. I will be reaching out to you via email and follow up phone call to retrieve information about your account.  My email address is*********@merchantwarehouse.com I hope to resolve this issue with you as soon as possible. Thank you,  *****

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted the company several times to try and resolve issues. I am on the the phone for at least an hour every call. I am trying to cancel my service and was sent to a recording. I left my message with no response. It has been 7 days now. I did receive an email but the link does not work. I cannot get another merchant service that accepts credit cards until they cancel my service. I just get the run around. They will continue to charge me as well.

Desired Settlement: I just want them to cancel my service and stop charging me

Business Response: Hello *****,  I'm sorry to hear about your experience with Merchant Warehouse. Please know that since receiving this message, your account has been closed. I will reach out to you via email for further assistance. Thank you,  *****

9/5/2014 Billing/Collection Issues | Complaint Details Unavailable
8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My fees increased from Interchange +.1% to Interchange +.34% and it took me 4 months & over $200 later to realize it! They claim they sent an email in February indicating the rate increase - but we never received the email. By reading other complaints in BBB I see we're not alone with being notified appropriately about the rate increase. Another customer posted the email that was supposedly sent to us in February & it was unclear and didn't even state how much the increase would be. That customer experienced a 96% increase... WE EXPERIENCED A 240% INCREASE in our fees!!!! Customers should be notified of such drastic rate increases by both a NOTICE ON THE STATEMENT and a MAILED LETTER!!! I would have been good with either but received neither. An email notice is not sufficient as many emails never go through. I am scared to stay with a company that doesn't make sure their customers are aware of rate increases. I have had offers from other processors over the past few months to meet & even slightly beat the rate I THOUGHT I still had (interchange +.1% rate). If I would have known that my rate had increased so drastically I would have switched & avoided the extra $200+ in fees!!!

Desired Settlement: I am requesting a refund for the amount of the extra fees charged since I wasn’t made aware of the increase. Merchant Warehouse needs to change it's rate change disclosure policy - rate changes must be clearly communicated to customers both on the statement (in the important information about your account section) AND also a separate MAILED letter.

Business Response: Hello, 

I'm sorry to hear about your services with Merchant Warehouse. Please be advised that we do notify our merchants VIA statement header for any kind of increases or special memos.
As of today (8/18/14) we have decreased your rates to 0.10% interchange. I will reach out to you today to discuss if you have any further questions.


Thank you, 
*****

8/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never used these services. They began charging me $23.95 in September 2013. After my first bill came, I called and cancelled whatever service they thought they had given me. I asked for no money back; I just considered it some kind of mistake. I received a second bill in October. I thought perhaps it had been sent before I called so I ignored it. I received a third bill in November and again I called to cancel. They continued to bill me and in December when I called to cancel, the CSR told me I had to cancel online. I was annoyed, but cancelled online and still asked for no money back. They didn’t charge me in December, but started again in January. I called to cancel and went online AGAIN to cancel. I received another bill in February. Then they stopped charging the $23.95 so I thought the siege was over. I then began getting charged every month by a company called “Bankcard Services” for $30.90. I found out from my band that the ID for this new company was the Merchant Warehouse ID. So, now they were charging me $30.90 a month with no services used by me. This went on until June 2014 before I caught it, found out who they were, and stopped payment on that account because they apparently were not going to stop charging me. Now, I feel you they me $ 243.35 from both company charges. It is a significant amount since I live on Social Security. I reported them to the Federal Online Fraud Unit. I expect they will be notifying them soon. I now want them to return my money since they have never provided any services to me at all at any time.

Desired Settlement: I want my money back and I would like them to be investigated for fraud.

Business Response: Hello*****,  I'm so sorry to hear about your account and experience. This is being looked into and I will follow up with a phone call this afternoon. Please be advised we will do what we can to rectify this and find out how this account was open without your knowledge. Thank you,  *****

8/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a small business, and I have used Merchant Warehouse for my credit card processing. I have been very dissatisfied with the service they have provided (whenever I have to call them for customer support, it takes forever to speak to a human being, and when you actually do speak to someone, they are invariably unhelpful and incompetent), so I recently signed up for service with another credit card processor. When I called Merchant Warehouse to cancel my service, I was unable to speak with an actual human, so I left a message asking that my call be returned. It is now a week later, and I have still not been able to talk to anyone. I have heard from other past customers of Merchant Warehouse saying that they had the same experience when trying to cancel service, so I believe this is not an oversight but a deliberate policy on the part of the company to make it difficult to leave them. This is extremely unethical behavior, and I urge anyone looking for credit card processing to avoid Merchant Warehouse at all costs!

Desired Settlement: I simply want to cancel my service so that the company will no longer be charging my bank account for the monthly service charges.

Business Response: Hello,  Thank you,****, for taking time out of your day to provide some details on your experiences with Merchant Warehouse. I'm sorry to hear to was anything short of excellent. Please know that we are looking to revamp our Cancellation Department. I understand we have multiple complaints and are looking for ways to make it work more efficiently. As of today (8/13) your account "The Parlor LLC" has been closed out so that no more billing charges occur. Please let me know if there is anything else we can do to assist you. Thank you, ***** 

Consumer Response: Better Business Bureau: 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.  Based on my experiences with Merchant Warehouse, I believe the company has a policy of deliberately failing to process account cancellations in order to continue to charge fees that they are not entitled to. I have heard of many other business owners who have had the same experience. On the whole, I consider Merchant Warehouse to be an unethical, unprofessional company, and I will do everything I can to spread the word in order to make sure other people don't have to deal with the frustrations I have dealt with. Regards, **** ******  

Business Response: Hello,  For your account, The Parlor, I have went ahead and closed the account so that it will not be charged any further. I attempted and reach out and listen in hopes that we could rectify the issue. With your feedback regarding the cancellation department, I hope to raise this issue with upper management to find another route for our merchants to take when cancelling the account. Thank you,  *****

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We own a small bar & grill and use Merchant Warehouse as the credit card processor for our POS system. I needed to purchase a stand alone CC machine to use for special events outside of our POS system. I worked with a sales person and after multiple emails and phone calls was finally able to purchase one. I chalked it up to one bad sales person and went about our business. Shortly after the 4th of July (the beginning of our season) I noticed discrepancies on our batches. It became apparent that all the tips reported on this new machine were not being deposited into my bank account. I called tech support and was told that yes I was right. Sean, in tech support, said he could clearly see where "the tips had fallen off". He said he would investigate further and get back with us. Several emails, phone calls and personnel later they have yet to resolve any of this. They reprogrammed the machine so it works correctly now. They state that yes it was there fault and the machine had been programmed wrong. They feel that they have no obligation to pay us the tip money that was lost.

Desired Settlement: I am seeking all tip money that is clearly accounted for on receipts be given to us, as it should have been originally.

Business Response: Hello, I'm sorry to hear about your experience with Merchant Warehouse. We are currently researching for resolution and compensating you. Please be advise that I hope to have an answer for you by the end of the day today (8/13) or tomorrow.Thank you for bringing this matter to our attention so that we can work with you to resolve it.Kind Regards, *****

Consumer Response: Better Business Bureau: 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.  It is now the end of the business day 8/15/14. We have received absolutely no word from Merchant Warehouse. Regards, ***** *********  

Business Response: Hello, I'm sorry to hear that the issue hasn't been resolved to your satisfaction. As of today, we are issuing a refund of $1,544.70 for the last 45 days of not receiving tips. Hopefully this will help in rectifying the issue that has been ongoing.Thank you, 

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *********

8/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is a complaint against the Merchant Warehouse process. these people approved our business to provide services to, processing our credit card payment as soon had ahold of about 20K of our money in transactions they decided to hold our funds! Business owners beware beware beware. No there is not anything that we did not disclose and they held our money without warning after assuring us on the same day that everything was fine.

Desired Settlement: Pay us our money!

Business Response: ********Hello, I'm sorry to hear about this issue. Because of the history of chargebacks filed to your account, we are able to hold the funds in case chargebacks. Once we see that no chargebacks have been filed, we can release your funds. Please see the Merchant Warehouse Program Guide, in which it was signed off on upon account setup; we hold the rights to your funds until we are satisfied with the outcome of the chargebacks. Because the processing on this account is high, we can't take on the risk and cover the chargeback should one be filed against you.Please note that this is a standard procedure for high risk accounts.Thank you, Merchant Warehouse Representative

Consumer Response:  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 # ********.  Regards, ******* *******  

Business Response: Hello, I apologize for our Risk Department holding onto the funds. It was provided to you in our Program Guide that we hold the rights to the funds with a history of chargebacks. We have released half the funds to you and next month you will be able to check back with us about releasing more. Because of the history of chargebacks, Merchant Warehouse cannot be held responsible if a  dispute favors with the card holder. Please continue to check back and as we review the account to release more funds.Thank you for your patience.

7/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have used Merchant Warehouse to process credit charges. Yesterday, I tried to contact them. Their phone did not work, despite repeated attempts. Their Live Chat also did not work. This morning I called their Corporate Headquarters, I was put on hold endlessly. I called back. Same thing I called Sales. They just put me back to the customer service with the same result. I asked ******* for the name of the CEO. He refused to give it. I have been unable to issue my customer with a refund. I tried issuing a refund online, but their system does not work. I tried 7 times to issue that refund. It never worked

Desired Settlement: THEY MUST GET THEIR REFUND SYSTEM, THEIR CUSTOMER SUPPORT, AND EVERYTHING WORKING, OR SHUT DOWN.

Business Response: I apologize for the issue in running this refund. I have spoken to **** and we were able to successfully issue a refund to the customer.

Consumer Response: 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.  

However people should be aware that it took 5 days to do this, and for 5 days I was unable to reach their customer service.

6/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened my April statement to find that the rate MerchantWare charges to process our credit card payments went up from 10 basis points to 19.6 basis points (a 96% increase). First, let me be clear, I am not saying it is not unreasonable or unethical for a company to raise their fee after some time. However, when I called to inquire about the surprise increase, I was directed to a February email. Fortunately, I save all my email correspondence and have copied the text of the email below. Nothing in the language of the email leads me to expect a 96% rate increase. Furthermore, generally rate changes and new fees have been noted at the top of the monthly statements that are mailed out monthly -- this increase was not. During my phone call to MerchantWare I was told that all customers on the same pricing plan as us were given a rate increase this year. To further make matters worse, the April statement was completely reformatted so that the MerchantWare fees appear further back in a different spot -- I suspect that this is not a coincidence that the reforming coincides with their covert rate increase. Copied below is the February correspondence from MerchantWare: Dear Valued Customer: Thank you for your business. As a valued customer, we wanted to inform you of an important change to your merchant account. Card associations periodically review their interchange rate programs, modifying them as they deem appropriate. This is to advise you that the payment card brands have recently announced modifications of their interchange rates. Rates and qualification criteria for certain categories of Visa, MasterCard, and/or Discover interchange are being changed, including certain categories of downgraded transactions. Effective with your April 2014 Statement, please note the following change to your merchant account: In addition to sales volume calculated, return volume will now be calculated with interchange and/or your discount rate We remain committed to providing unparalleled service and support to you and your business. As always, should you have any additional questions, we ask that you please contact customer support. Sincerely, The Merchant Experience Team

Desired Settlement: Clearly explain the rate increase and notify MerchantWare customers. Return the difference between rates and restore the rate based on our agreed upon contract.

Business Response: I apologize for any confusion with our representatives explaining the pricing increase to you or the email that was sent being unclear.

We previously charged you .10% (this is called basis points) on any transactions you ran and the remaining fees that were and still are being assessed are passed through by the banks or Visa/Mastercard/Discover.

Beginning with your April 2014 statement, our basis points on your account increased to .196%; this has increased your fee assessed by Merchant Warehouse less than a tenth of a percent.

For example, if you ran $100, previously MW would charge you $0.10. With this new pricing structure in place, for that same $100, we will charge $0.197 (our system will round up the 0.196).

I do understand that this increase may be higher than what some merchants were hoping to see, but a number of factors were taken into consider when making these increases and we are not able to negotiate the rates.

6/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A. I NEVER received my equipment from this company, so I went with a different company for my Credit Card needs. After contacting the company, and telling them to cancel my service, they sent me a broken link, not one, but 3 times. FINALLY they sent me the form to fill out via email, which I had to send back. I was told then that I would NOT be charged, and they would stop trying to debit my account. Well, THEY LIED. My bank will NOT authorize any transaction through Merchant Warehouse, because they KNOW I am NOT doing business through them. STOP CHARGING ME! I have NEVER used your service, and Im NOT going to pay for it!

Desired Settlement: You can STOP trying to charge my account. I will NOT recommend this company to ANYONE. It's a rip off, and a joke.

Business Response: This account is now closed and will not be assessed any further fees. It does not appear that any of our month end fees were successfully debited though. If the merchant has had any fees successfully debited, a bank statement can be attached to this complaint and I will certainly issue a refund.

6/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had an unrelated account with Merchant Warehouse for some time. In December 2013, I asked that my account be set up to accept credit cards on a mobile phone. I was not made aware in advance that I would be required to purchase hardware for this, so when I was advised of this, I advised the salesperson that I did not want to proceed. However, an additional account was created (***************) and I have been billed each month in the amount of $4.95. I have requested several times that this account be closed, but no action was taken by the company. This month, my account was billed $103.95 for this account which overdrafted my account. I again reached out to the company about this, and they finally closed the account.

Desired Settlement: I would like a refund of all costs associated with this account, as well as the overdraft fees charged by my bank ($72.00).

Business Response: I'm happy to refund the $103.95 that was assessed on the March 2013 statement as the account is closed, but will need to see documentation surrounding the overdraft fees before those can be refunded. Please upload the bank statement or online banking information that shows these fees to this complaint. 

Consumer Response: 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 respondent has not refunded the money as they said they would, and in fact, they have assessed an additional charge on the account.    

Business Response: In our response dated 5/7/14, we said we would be happy to refund the amount but would need documentation surrounding the fees being successfully debited. To date that has not been provided to us. "I'm happy to refund the $103.95 that was assessed on the March 2013 statement as the account is closed, but will need to see documentation surrounding the overdraft fees before those can be refunded. Please upload the bank statement or online banking information that shows these fees to this complaint."

5/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, Merchant Warehouse debited $99 from our bank account for an unauthorized "Compliance Fee". We immediately contacted them to have the fee reversed. They informed us they they were "unable" to refund the unauthorized charge, so we informed them that we were going to close our account with them. Then they backpedaled, and told us that if we took an online "quiz" and passed it, that we would be "certified", and that they would refund the fee. We passed their test, and ultimately they did refund that $99 fee, and we kept our account open. This is important: At that time, we also CONFIRMED that the $99 fee would NOT be charged again, since we had been certified as "compliant". I cannot overstate how clear that discussion was, between us and the customer service rep. No more unauthorized debits from our bank account. This year, we were again hit with the unauthorized $99 Compliance Fee. We had expressly forbidden them from taking our $99, but they again slipped it into our monthly statement, and when we found the charge, we went through the entire farce all over again. We informed them that we wanted it refunded, or we would close our account. This time, they held firm, and told us that the fee was 100% non-refundable. Yet, after three weeks of back and forth, we were finally able to have the fee refunded. This time, however, their malfeasance was such that we felt it would be best to close the account anyway. Our trust in them was broken. This is also important: The ONLY way to close an account with Merchant Warehouse involves calling a specific cancellation number. They do not answer that number. EVER. They require you to leave a message and wait for a return call. And wait. And wait. And wait. We called them on four separate occasions to close our account, and did not receive a return phone call until we started using Twitter to broadcast our issues. After three weeks of back-and-forth, Merchant Warehouse finally sent us the web link to officially close the account. We closed it on April 9th, 2014, and thought we were finally free of their shady business practices. Two days ago we received two emails from their "collections department", informing us that we owed them $39.50, for a "monthly service charge" for April 2014. We informed them that we had been trying to close the account for weeks, and that the only reason our account was still open at the beginning of April was because of their delaying tactics. And now the whole game has started again. We've spoken with two different customer service reps, both of whom are holding fast to their claim that since THEY didn't close our account until April 9th, WE owe them $39.50 for the entire month. We do not think that this is fair, and would prefer to have the fee reversed.

Desired Settlement: Please waive the monthly fee for April 2014, since the responsibility for the failure to close the account falls completely upon Merchant Warehouse.

Business Response: On 5/16, this merchant spoke to one of our supervisors in client services and she agreed to waive the fees in question and no further fees will be assessed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response barely satisfies 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.

While Merchant Warehouse did waive the fees, the amount of extra work and stress and headache involved in getting them to correct their error leaves me angry and dissatisfied with their customer "service".This is a bad company which treats its clients poorly. Anyone who uses Merchant Warehouse will ultimately have the same issues that literally hundreds of other BBB users have detailed. This company consistently angers and mistreats its customers. They deserve their low approval rating.

5/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an additional $99.00 charge in my 03/2014 statement. My monthly plan does not include this charge and when I called to inquire, Merchant Warehouse explained that it was in my statement received in March 2013. I don't believe it's fair not to send a reminder in advance before debiting my bank account an additional $99.00. If I was advised about this charge, I would have cancelled my agreement with MW. I run a VERY small business and was in the process of closing it down. This caused an overdraft charge on my bank account due to the failure to notify me of the charge within a reasonable time frame. I have since closed my MW account since I do not utilize the service frequent enough to justify the monthly charges

Desired Settlement: I would like a refund of the $99.00 since I have closed the account and would have closed it had I known of the upcoming fee plus addition 35.00 for my overdraft fee incurred.

Business Response: I can certainly refund both the $99 fee and the $35 overdraft fee; it is noted in our system that you did not receive the email notification that was sent out about this fee last year, so I understand that you would not have known that the fee would be charged annually on the March statement moving forward. This refund will be issued via check to the address we have on file.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Used these merchant services to take a payment from our customer. Merchant warehouse cancelled the transaction after showing me and my customer an approval. We bought $4500 in equipment and installed for customer. Now we are out $1345 in deposit money plus the remaining $3200 for installation and other services because customer is afraid that we did bad business and doesn't want to pay us. I specifically signed up with these merchant services to be able to take payments of $500 to $5000. Suddenly they have changed my account and are only allowing me $150 transactions. My business is out $4500 in product and installation services because of this merchant warehouse nightmare. I've called and talked with multiple people that were very unhelpful. The underwriting did all the work with me to get me approved and then decided to change everything when I needed their services the most!

Desired Settlement: Reimbursement of the deposit funds used to purchase equipment that was based on their approval methods that led to the loss of $1345 in personal and business money and loss of future business with a new client.

Business Response: Unfortunately the transaction that was run was well outside the volume for which this account was approved and we were unable to allow the sale to go through. You will need to work directly with your customer to recoup any funds that are due to you. 

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to make this a matter of written record. Last month, one your employees, ****** ****** successfully sold me a Merchant Services account of the course of a two-month communication with him. He was extremely prompt is his responses to my inquiries. Since he secured my purchase, it has become clear to me that Mr. ****** was dishonest. My communication with him has since disappeared entirely. On a number of occasions, I have left him messages and tried to contact him with my questions and concerns. He has yet to return a single message. During our initial verbal exchange, Mr ****** assured me that there were no hidden fees when I specifically explained to him about fees from competitors. I was surprised to find a $14.99 per month fee added to my account. Again, he assured me that such a fee would not occur. Today, when I attempted to cancel the account, I was surprised to find I would be charged $75 (another thing Mr. ****** specifically assured me was not applicable to my account). He explained to me that because I was with ***********, that the contract would be month-to-month and that there were would be no cancellation fee. I was quite surprised to discover that I would in fact be charged a $75 cancellation fee and I would also be locked into a 3-year contract. I was also not made aware ahead of time of the $118 charge made to my credit card on 4/2/14. Merchant Warehouse uses very shady business practices, is dishonest and provided very poor customer service.

Desired Settlement: I feel this business has been dishonest just to close the deal. I would like to have a refund check issued to me.

Business Response: I see that a refund request is already pending for $118.95; the $75 fee will not be assessed if we receive the equipment back in stock. 

Consumer Response: 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.

When I have the refund check in hand, I will certainly accept this case as closed.  I am afraid to close the case yet, until I have been refunded the full amount.  The equipment was sent via the USPS, and according to the post office tracking, this package was signed for on April 21st at 1:33pm. Therefor I should not be charged the $75 fee.

Business Response: Check #**** was mailed on 4/30/14, so I would expect that you'll receive it within the next few days.

Consumer Response: 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.

Thank you very much.  When I receive the check in hand, I will certainly close this complaint.   As of May 3rd, I had not received it. 

5/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke with **** ******** between the dates of 3/3 and 3/12 this year. I had several questions, and some concerns, and Mr. ******** wasn't pushy. I asked him to explan the fee schedule for Merchant Warehouse, and he gave me the prices for swiping a transacion, which was something like 1.7% + 19cents for credit, and slightly higher for debit, something to that nature. So I asked if there were any other fees, any hidden fees, and he reassured me there weren't, and that he would send over the application for signature, which I promptly returned. I made one transaction during march It was for $90. I expected the 1.7% plus some cents taken out before funds were transferred to my account. When the full amount came to my bank account, I figured that they would bill me and I'd simply have to transfer a nominal amount for the purchases acquired per month. To my surprise, I received notification from my bank that my account was negatvie $30. When I investigated this, I discovered that Merchant Warehouse had debited my account for $120. Since I had made only one charge for $90, my bank overdrew for the $30 mentioned in my notice from the bank. I contacted **** ********, and very sternly, but professionally expressed my distain for his deceit, and I want some resolution. I was referred to customer service via an email. I called and customer service doesn't handle account closure, so I was transferred to a phone line which stated this department was closed and please leave a message. I did so, and have received nothing in return. I called again today, with the same outcome, transferred, not available, left message, no reply.

Desired Settlement: At this point, I feel I was knowingly mislead into signing something I was led to believe as harmless and turned out to be a con. I would like a refund for $120, less the fees I agreed upon, and I want this account closed permenantly. Further, I believe that something needs to be done to ensure this misrepresentation doesn't occur again.

Business Response: I apologize for any miscommunication that occurred during the setup process. The $99 compliance service package fee that was assessed on your March 2014 statement is listed on your schedule of fees, located on page 2 of your merchant application (the page that bears your signature). It is clearly listed along with the monthly service fee, chargeback fees, and other set account fees.  In light of your account being closed, I am happy to issue a refund of the $99 fee, as that fee covers the cost of using our compliance vendor for the next 12 months.  I have sent you a cancellation email to the address on file with us; you must click on the link contained within this email, complete the cancellation survey, and hit submit in order to close your account. If these steps are not followed, the account will remain open. You must complete these steps no later than 5/2/14 in order to avoid being charged May 2014 fees.

Consumer Response: 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..

Please be aware that my email was not being processed and therefore I have just been presented with this option. As long as the $99 is refunded, as agreed, I will accept the charges for May as this was after the cancelation date of May 2nd.

5/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company adding miscellaneous fees that were supposed to be canceled. After speaking with customer service and they agreed to stop billing us for myadvantageportal service charge and they are still chagrging us. We are unable to get through to their customer service. This is an offered service that required us to sign up for in which we never did and have not use of. Merchant warehouse just started charging us for this service and refuses to stop. There is also an unexplained charge called "Compliance svc fee" which they have failed to explain that is $99 a month.

Desired Settlement: We would like Merchant Warehouse to release us from our contract without penalty because of this poor service and unexplained extra charges. We are not seeking a refund.

Business Response: I apologize for the My Advantage Portal fee not being correctly removed. I have removed and am issuing a credit to your account for the two months it was charged to you. In regards to the annual Compliance Service Package fee of $99, this is the same fee that was assessed last year on the March 2013 statement, which we explained to ******** on 4/8/13. Attached is the notification of this fee that was sent to all of our merchants between 2/25 - 2/28/13. This fee is non-refundable.

Consumer Response: 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.

Thank you for the refund and explanation of the charge. Please tell us how we can end the contract immediately without additional fees. 

Business Response: I have sent a cancellation email to the email we have on file - ***********************@gmail.com. You will need to open this email, click on the link contained within the email, and complete the short cancellation survey. If you do not complete the cancellation survey that is sent to you, the account will not be closed.  Please complete this survey no later than May 2, 2014; if you complete it any time after this date you will be responsible for the fees for the month of May 2014. As you have used the merchant account in April, you will see one last charge from us on or around May 2 with the charges for April. 

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We called Merchant Warehouse in February to cancel our account. They never called us back or attempted to contact us my email regarding the cancellation policy. The is no link on their website where one may cancel an account. The only possibility for cancelling account is to call a phone number which involves a ten-fifteen minute hold time minimum in my experience. We have switched credit card processors and have not processed a payment with them in two months. Merchant Warehouse had a record of the cancellation phone call and the record of not using their services for two months, nevertheless they refused to refund their minimum account payments for March & April.

Desired Settlement: I would like to have the minimum payment fees refunded.

Business Response: The account was used in February so I am unable to refund those charges, but I am happy to refund the fees for March of $39.90 and to get the account closed down so that no further fees are assessed. The refund of $39.90 will go back into the bank account on file within 5 business days.

Consumer Response:

 

I will be glad to resolve the complaint at the BBB as soon as I see the funds in my account. I tried to talk your representative into exactly the same solution, and after consulting with (someone?) he stated there was nothing he could do to resolve this in exactly the same manner that you have now offered.  In any case, thank you very much for resolving this in a timely manner and I await confirmation of payment and also confirmation that the account is indeed closed and will not generate further charges.

Regards,

 

 

 

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 2, 2014, Merchant Warehouse emailed the below. Note especially this part, "There is no risk with the merchant portal – take advantage of the entire site with full access for a FREE 30 DAY TRIAL. After that, you will be automatically billed $6.95 per month on your merchant account statement, listed as “MyAdvantagePortal.” You can opt out at any time within the trial period and it will cost you nothing. You will still have access to the non-premium features." I ignored this notice, for this was a service I didn't need nor want and did not believe from the message that I was required to take this service. I also didn't believe Merchant Warehouse could force it upon me without my permission. But, I found in my March statement a charge for $6.95. I checked back and found this same $6.95 charge in my February statement. I emailed customer service 4 times, objecting that I never wanted this service, never used this service and the "opt out" feature was not clearly stated. Further, I complained that "opt out" is a trick requiring consumers to refuse something they haven't agreed to and thus was made illegal by the Dodd Frank Act for banks. Certainly, Merchant Warehouse knew this and had should not have tried this same trick. I finally began calling this past Wednesday, and Customer Service said the "opt out" requirement was clear, was fair, was within the bounds of my contract with Merchant Warehouse, but they would give me a credit within 2 weeks. I disagreed with all these responses, asking for an immediate credit. On Friday, I tried to get through to the corporate officer but was only allowed to speak with a supervisor, ******* ******, who recited the same lies. However, ****** let slip one crucial fact -- that these unauthorized fees of $6.95 for two months could not be immediately credited -- because they had been given to ***** ****! That is the company which does the actual bankcard processing for Merchant Warehouse. Beyond all the issues with the fraudulent "opt out" scheme, that Merchant Warehouse then gave my money to another business, which business would make any refund, is absolutely unethical, and likely criminal! There's a huge irony here, but I had previously used ***** **** for bankcard processing and dumped them because they lied to me and tried to rip me off. Only by intercession of my then bank, ***** *****, was I able to get away from ***** **** without being robbed. I believed myself safe from ***** **** in dealing with Merchant Warehouse, but obviously, ***** ****'s tentacles now control Merchant Warehouse as well. Note, since this email went to all Merchant Warehouse customers, of which there must be hundreds of thousands, and since many customers would not see or object to this fee, Merchant Warehouse stands to make millions and millions for doing nothing! Actually, it is ***** **** which makes the money, which is even worse. I want my money back immediately. ----- Welcome to Your New Merchant Portal! The Advantages of Membership Merchant Warehouse has one of the leading merchant clubs in the industry. Dear ******* ******, Merchant Warehouse is proud to announce the launch of your merchant portal. This portal is your new “homepage” for all your merchant account needs. Check out the comprehensive and growing list of features selected to help you manage and grow your business: Communication Platform Receive important information regarding your merchant account, real-time status updates regarding our service, and other communications that help your business operate smoothly and reduce the amount of emails you receive from Merchant Warehouse. Simplified Administration Access to your statements and reports electronically to support a “going paperless” initiative. Plus, self-service tools give you 24/7 access to the tools you need to manage your merchant account. Rewards Program (premium service) Merchant Warehouse has one of the most robust discount supplier programs in the marketplace today, combining the power of brand name suppliers, high value discounts and benefits, and ease of use. The program focuses on delivering discounts on suppliers that will help you reduce operating expenses. Take advantage of pre-negotiated discounts with leading service providers in more than twenty business categories to give you and your staff access to "Big Box Store" buying power! Value-added Services Visa/MasterCard Interchange Settlement services – if your business accepted Visa or MasterCard transactions between January 1, 2004 and November 28, 2012, you are part of a $5.7 billion dollar settlement. Authorized business partner, ********** Recovery Group, is here to help you get the largest reimbursement possible. Plus, simplified and consolidated access to additional products and services (cash advance, check acceptance, hardware, software, etc.) to make it easier to upgrade and improve your business. Coming Soon! ******** *********: easy-to-use tools to help you visualize and better understand your customers, the market, and the competition to increase revenue and profits, drive loyalty, and attract new customers. Getting Started There is no risk with the merchant portal – take advantage of the entire site with full access for a FREE 30 DAY TRIAL. After that, you will be automatically billed $6.95 per month on your merchant account statement, listed as “MyAdvantagePortal.” You can opt out at any time within the trial period and it will cost you nothing. You will still have access to the non-premium features. Here are your temporary login credentials to access the merchant portal: User: Pass: ****** Click here to set up your permanent User ID and Password! More Info Membership Click Below to Access our Exclusive Supplier Discounts and Benefits LEGAL SERVICES 20% off products provided by the nations leading provider of online legal document services. Show My Savings COMPUTERS & ELECTRONICS Savings up to 35% from the second largest PC vendor in the world including laptops. Start Saving Now SHIPPING Save up to 24% on shipping with the worlds largest package delivery company. Save Today TELECOMMUNICATIONS Save between 12% to 15% on business lines, and 10% on personal lines. Get This Offer Sprint RENTAL CARS Save up to 20% on already low prices at more than 3,000 locations. Access Savings Budget Click here to see more benefits - Relevant benefits for businesses and their employees - Exclusive supplier discounts - Significant reduction in operating expenses - Discounts (and benefits) not available to the general public See All Benefits Opt out of Email View email in browser Opt out of Program Privacy Policy Copyright 2014 by Merchant Warehouse, All Rights Reserved. You are receiving this email because you are enrolled in the benfits program offered by Merchant Warehouse. Click here for terms and conditions. Our mailing address is: *** ******* Street, *nd Floor ******, MA ***** ************ Add us to your address book

Desired Settlement: Immediate refund (credit) to may bank account for $13.90

Business Response: I apologize for the inability to put the fees back into your bank account real time. All refund requests that go out via ACH take 10 - 14 business days to reach the bank account on file. I have expedited this request and you will have it by Friday. In regards to the fee being added to your account, I will share your concerns with the verbiage being unclear on opting out with our Marketing department so that they can keep this in mind for any future communications out to merchants. 

Consumer Response: 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 maintain my request for immediate credit to my bank account.  I don't believe the reason that ACH payments take 10 days.  And credit by Friday is not expediting, since you approved the credit this past Thursday. If you can credit my account for a debit or credit card charge within 24 hours, you can do the same with a credit from your own account.  Further, forwarding my complaint to marketing for your Opt Out pitch being unclear does not satisfy the issue that Opt Out is a trick that is so malicious to the public, the banks are forbidden to use it -- and Merchant Warehouse should never have implemented it.  In summary, you lied with this Opt Out scheme, and your responses continue to be untruthful.  You're acting like the greedy banks that ruined the economy and continue to do so.   

Business Response: I apologize for any confusion in our original response. ACH payments do not take 10 business days to go into a bank account, but our internal process of sending ACH payments to ***** ****, our back-end processor, and to have them key the requests into a queue that is then sent to the banks typically takes 10 - 14 business days due to additional steps that are required on our part and ***** ****'s part.  Additionally, our refunds take 10 - 14 business days; by guaranteeing the funds into the bank account on file by Friday, that is expediting the request by a considerable amount of time. I do apologize that this does not meet your expectations.

Consumer Response: 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.

There is no confusion on my end at all!  You reply merely confirmed what ******* ****** revealed -- that these unauthorized fees of $6.95 for two months could not be immediately credited -- because they had been given to ***** ****!  That is, this portal is not a Merchant Warehouse service at all but rather one from ***** **** that Merchant Warehouse is using the Opt Out trick to get money from it's merchants -- to pay ***** ****. If the fees went to Merchant Warehouse, you could immediately refund them.   After all, when you pay other obligations, there's no delay of 2 weeks or so because ***** **** processes your accounts payable.   But, since they went to ***** ****, you have to request the refund from them. Let's see if you can tell the truth in this matter, just once -- that the $13.90 refund will be in my back account Friday AM.  

4/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse let me run a credit card through the account and did not mention that they had a problem with our account, when I didnt receive the money into my account I called them 6 days after I ran the card. They told me that they closed my account on the day I called because my bank account didnt have the money in it to pay the monthly fee because Merchant Warehouse had the wrong account number. We changed bank account numbers back in Jan 2014 and this is April 2014 and they were contacted with all the new information they dropped the ball not us. Now they have $1979.00 of my businesses money and they will not put it into my account they tell me I have to wait 3 weeks until they get around to cutting me a check. This is a crime, they took my clients money from her credit card and are taking their sweet time mailing it to me. I am trying to run a business and they dont seem to care.

Desired Settlement: I would like them to send me a check not in 3 weeks but within 3 days.

Consumer Response: 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.

Thank you for responding so quickly expedition of the check would be great.      

Business Response: I apologize for the issues you've experienced. We are still awaiting the check to be released, but I have requested that it be expedited for you.

Business Response: Thank you for your patience. Check #**** has been sent out to you via *** overnight shipping. The tracking number is ******************.

Consumer Response: 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. 

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June 2013, I submitted a 2nd corrected application to Merchant Warehouse. They stated this would correct the error which would cause a mismatch in the EIN & name as well as prevent me f rom being charged a $50 penalty fee at the end of the year. I was charged a $78 application fee in May & charged again in June. It took a month to get that fee refunded. In Dec. I was charged the $50 fee any way. This is Mar 25th 2014 and the $50 fee has not been refunded to me. I have sent every document requested so this could be corrected but Merchant Warehouse has NOT refunded the fee. The 2nd application was supposed to correct this problem as I was told. I have spoken to ***** ****, ***** **** & ***** ******* but not one of these reps have followed up with me or refunded my money. I am a small business & $50 is a lot to me. ***** ******* was my last contact on Feb 24th 2014 in which he states via email that he is working on getting this corrected. He will not respond via email now & it has been another month. I have been paying quarterly taxes for almost 4 yrs under the same EIN#. I believe this is a scam to get $50 from clients & take their monies. I was very skeptical in going with Merchant Warehouse from the beginning. This is the 2nd Credit Card vendor I have been with in 4 yrs. These are the same type issues I was trying to avoid as a small business. We need to offer credit card services to our clients yet this what we get? I would not advise any company to sign with Merchant Warehouse. They have poor customer service! They do NOT follow up timely & as a business you have to wait months for issues to be resolved or get refunds.

Desired Settlement: I want the $50 they deducted from by checking account refunded immediately.

Business Response: I can appreciate how frustrating this process can be. We did receive an updated application, but even after we submitted the updated information it did come back to us with a response that it did not match what the IRS has on file. With that said, this fee is not meant to be revenue generating for our company and once this issue is rectified, I'm happy to issue a full refund.

Consumer Response: 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.

Yes, I submitted a second application and I was told this would correct the error. Attached to the email was the EIN Letter that I received from the NC Dept. of Revenue. I was told by submitting the 2nd application that this would prevent me from paying the $50 fee. I have supporting emails regarding this dated May 2013. I was assured this had been taken care of. I never received another notice stating otherwise & did not know that I had been charged the $50 fee until I received my monthly bank statement for Dec 2013 in Jan 2014. I was certain this was yet another error. Eight months later, I am told my application is still incorrect. This is the companies fault & not ours. We were told it had been corrected. Should we still have to wait for the corrections to be made before receiving the refund? How many people does it take to correct an error? Why can't the company request a reason for this rejection? Should it take a company 11 mos to correct an error? When a customer has emailed every single piece of paperwork they have ever received from the NC Dept of Revenue, do you still decline the refund of $50. Quality customer service involves getting to the bottom of this issue & not laying it aside continuously.  I am not satisfied with this company making me wait for the $50 refund, when they have taken almost one year now to correct this issue. When it didn't match the 2nd time, why were we NOT notified there was still a problem? Does this justify charging us any way? The continued 20+ emails are proof on our part we were mislead by employees who stated the error had been corrected. Knowing this as a business owner, I would refund the money immediately, apologize & then work to correct the error. Holding the refund says to us, until we correct it we are keeping your money. They will loose my business.  

Business Response: I apologize for the delay in this response. The information that was provided to us is still not accurate; I'm happy to review it personally if you'd like to forward the information to me through the complaint system. The representative that was assisting you is no longer with the company so I am unable to locate the information that may have been emailed to her.

Consumer Response: 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.

2013 Tax forms were emailed to **** **********/Supervisor on April 15th, 2014. Spoke to her via email today. I called the company to cancel my service & request a $78 annual fee be refunded to me which was taken from my bank account one month prior to last year. Ms ********** has agreed to refund 4 monthly fees at $50 each. I am expecting $278 to be refunded to me via US postal service. I hope they do as they have promised.

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was in regular communication with *****, a sales associate at MW (Merchant Warehouse), about using MW to process credit cards. I was preparing to release a 10 hour video series. ***** was very nice and he called me frequently. Finally, I told him I would be willing to commit to MW as my merchant account but ONLY if you did not start charging me until my product was ready. He said, that would be terrible business for us to do that. For the record, I had the same conversation with my Call Center and they said the same thing as ***** but they honored their word, but MW did not. MW started charging me $19.95 a month in September. I called in to complain and they reversed two months worth of charges. I told them I would let them know when my product was ready. I continued to be charged. I was working 18 hour days getting my product ready for market. Well, my product is now ready, I was willing to forgive MW for not keeping their word and continue to use them so long as they KEPT their word and credited me back for charging me every month before my product was ready. They upped their fee from 19.95 to 26.95 for the last four or five statements. I called and spoke to a representative and she was rude and told me that they will not credit me and I should have read the fine print. I asked for a supervisor but none was available. This was on April 10th. I supervisor called me back on Friday, April 11th at 9:15 am and she was very pleasant to work with, much like ***** was, but she told me that they will not credit me for their charges. They said ***** is no longer with the company. I told them out of Principal I would have to leave. How can they not stand behind what one of their employees told me. Once again, I was told that I the fine print of the paperwork trumped whatever the sales rep told me. Clearly they do not value me as a customer. They would rather see a disgruntled customer leave over what is proabably about a $120. For the record, I have never filed a complaint with the BBB in my life. I just feel it was so wrong for them to say, oh my goodness, we would never charge you until you started using our services and then not stand by their word. I file with complaint out of principal to protect them from misleading other clients. For the record, I believe ***** 100%. He was such a great guy and such a pleasure to work with. Even if he promised me something his supervisor would not have approved of, MW should have stood behind their word, acknoledging that ***** is MW and he speaks on their behalf. Feel free to reach out to me if you have additional questions. Thanks for listening **** *******

Desired Settlement: I desire an apology and a refund. I would also like for others to be protected. I would like for MW to stand behind what their sales reps promise their customers, but I know I can't control that but I filed this complaint for others even more than I did for myself.

Business Response: I'm sorry to hear about your experience. Our contract does state that upon approval you will see charges from us. While I am unable to issue a full refund, I can issue a refund of $118.90 which is comprised of the $15 monthly minimum charged the last seven months and the $6.95 My Advantage Portal fee that was charged the last two months. The $4.95 monthly service fee is something we are assessed and we are unable to refund. This refund will be placed back into the bank account on file. 

Consumer Response: 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. 

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bait and Raise Rates/Fees Tactics, Rates and Fees Increased Dramatically from Agreement Signed with Merchant Warehouse. 1st 6 months rates were reasonable and per agreement over time rates and fees increased to the point of suffocation to business. Merchant Warehouse response to absurd amount of fees in addition to the rate hikes is that the credit cards companies made them do it!! I am confident every merchant is being charged different fees and rates. If the fees are standard pass down to merchants every merchant should be having the same fees charged. NO, Merchant Warehouse picks and chooses what fees are passed down to what merchant, rates may vary of course. Merchant Warehouse is the Worst Credit Card Processing Company due to their Bait and Raise Rates/Fees Scam

Desired Settlement: I Request rates and fees adjusted to/from Agreement signed.

Business Response: We are not going to be able to issue any form of a refund for rate increases that our merchants were notified of and consequently accepted through continued use of their merchant account. I do apologize that rising costs within the industry have created a hardship for the merchant but there's simply nothing that can be done about these increases. We do our best to absorb costs whenever possible but that cannot always be done.

Consumer Response: 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.

Response by merchant warehouse to rate increases and fees is unacceptable, this company uses bait and switch tactics and never takes responsibility of anything its always passing blame to others for how the company does unethical business practices.I encourage better business bureau to read the company's MANY complaints on Yelp, I am not alone. www.yelp.com/biz/merchant-warehouse-boston   

Business Response: It's an unfortunate fact of being in an industry with constantly rising costs that rates will increase, however we certainly do not use bait and switch tactics. Our fees are outlined quite clearly on our merchant processing agreement and any increases are delivered in writing to our merchants prior to the increases going into effect and our merchants have the ability to close out their account prior to the increases if they do not agree with them.

Consumer Response: 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.

Its appalling how merchant warehouse claims all the rising fees are listed in the merchant agreement, mine and many other merchants who feel scammed certainly did not have a disclosed detail list of all fees or we would not be so upset!! I would be happy to accept what I had clearly agreed to in writing minus the cherry picking fees charged to merchants. From the yelp reviews, many  merchants have been charged a cancellation fee for canceling services which is not disclosed in my agreement.Where their is so many complaints from merchants there is truth to your questionable business practices.     

4/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I started Account, Sales Rep. ****** *******, told me monthly minimum charges would be $ 9.95. when I got my first statement, they were charging $ 9.95 + $ 25.00. Sales rep send me this copy , I left 2-3 messages for sales rep but no reply. Visa/MC & Discover Discount Rate 0.500% Per Authorization $0.15 Gateway Fee $0.00 Monthly Service/Statement Fee $9.95 Setup Fee $0.00 Application/Programming Fee $0.00 Cancellation/Early Termination Fee $295.00 Equipment/Software Z-Ware Integration

Business Response: I apologize for any confusion, but the $25 monthly minimum is listed on this merchant's application and he did sign off on all of the fees contained therein. We are unable to remove that fee.

Consumer Response: 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 asked sales rep. When I do not have any single customer during month, how much it will cost me, She told me $ 9.95 per month. Asked them to check recorded conversation, Now sales rep. not answering my phone call or email.

Business Response: I apologize if there was any perceived miscommunication during the phone call with our sales representative. All of our merchants have to sign off on a contract agreeing to our fees, which Mr. ******* did. I've attached the section of his contract wherein the $25 monthly minimum fee is listed. 

Consumer Response: 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.

When ever customer call they record all voice conversation, Like to listen sales reps. statement wahtever she told me, she told me only $9.95 charge per month if I do not have   any transaction. Same complain I have complain I have at attorany General's Office.   

4/7/2014 Billing/Collection Issues
4/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: this account was closed on Nov 22, 2013 with ****** by phone, I continue to get bills and the hold time at customer service of over 20 minutes to solve this problem in one of the main reasons I closed this account.

Desired Settlement: full refund of ANY AND ALL fees back to the Nov 22 date cancellation.

Business Response: We're unfortunately unable to refund any fees in regards to this matter. Mr **** was sent a cancellation link to close out this account when he spoke to **** in our Cancellation department in November. While we would typically understand confusion surrounding this process if a merchant claims to have not received our cancellation email, in this case Mr **** followed the very same procedure several months earlier when he cancelled merchant account *************** and did click on the link sent to him in our cancellation email and complete our cancellation survey, so he knew what was required of him to close this other account.

Consumer Response: 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.

Yet another example of poor customer service. I spoke with ***** today at Merchant warehouse at 10:15 am and she approved a full refund of the fees back to October 2013, I guess the left hand has no idea what the right is doing at Merchant Warehouse.  

Business Response: I understand how the disconnect can be frustrating. The refund that ***** has promised is one that typically would not be approved in light of the other account having already gone through this cancellation procedure, but the supervisor that approved it was unaware of the other account. We will do some internal coaching to ensure that everyone is enforcing our policies in the proper manner in the future. 

Consumer Response: 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 cancellation link you mentioned for this account DID NOT WORK, I called in and spoke with ****** on 11-22-13 and was told he would take card of the cancellation.  He did not and I was charged continue monthly fees.  I do have another account with MW ending in ****** and I will close this account if this refund of fee is not approved.

4/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Merchant Warehouse for about 5 years. I own a health club ********** ******* and use the software ********* to manage and process gym memberships. Merchant Warehouse's credit card processing service is integrated with the ********* software. Over the past 5 years Merchant Warehouse has been paid about $70,000 in processing fees from my company. On a monthly basis Merchant Warehouse processes approximately $30,000 in credit card transactions on behalf of ********** *******. ********** generates approximately $500,000 in sales annually. In exchange for Merchant Warehouse's services they charge a fee based on the transactions and run an ACH debit at the beginning of the month to cover the previous month's transactions. This month of March they debited a certain amount March 2nd to cover February fees. I put a stop payment on the debit because the fees and rates included monthly recurring charges that I had instructed Merchant Warehouse a year ago to remove and were not necessary. In response to the stop payment Merchant Warehouse has frozen my account and refused to deposit my company's credit card transactions into our bank account. I have not had any deposits into my bank account for 10 days. At the time of this complaint they are holding over $10,000 and have the $980 to cover the debit that I put a stop payment on. What they are doing is unethical and fraudulent. 10 days ago they asked me to submit a ***** *** form and letter from my bank stating the hold was lifted. I did that and they are refusing to accept the letter, even though the letter states exactly what they require and has my banker's contact information on it. In the meantime my business continues to run daily credit card transactions through Merchant Warehouse and everyday my money is not being deposited into my account. Basically they are holding my money hostage and it is hurting my business. As a result my cash flow has suffered and I have had NFS issues with my bank. I have called and emailed Merchant Warehouse many times to get this resolved and my money deposited. I have continued to ask to speak to a person in authority and no one of authority has called or emailed me.

Desired Settlement: I want to speak to ***** ******** the CEO of Merchant Warehouse and they need to deposit my money in my bank account asap and pay for 15 NFS fees at $34 per fee generated by my bank.

Business Response: I apologize for the disconnect in getting your account updated. This should not have taken so long nor should the process been so difficult. I'm happy to issue a refund of the overdraft fees assessed. I do see that the issue is rectified and the funds that are due are en route to the bank account.

Consumer Response:
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. 

3/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started service with this company a year ago, the service was never used by me and I was told that if I do not use it or like it by the sales rep that it would be cancelled. At the end of my year, the company did not cancel the service and they billed my bank account not once but 3 times so far. The bank has changed me a 25.00 fee for everytime they try my account and I have made several calls to this Company to keep cancelling this service, they tell me it is cancelled and then try to bill my bank account again. I never authorized this and they won't stop. I need them to never try to debit my account again and to pay for all the bank fees the bank is charging me. Thank you.

Desired Settlement: Pay for all the bank fees this has cost me and never contact me or my bank again.

Business Response: The charge in question was something that all of our merchants were notified about via email (the same email used to file this complaint) and merchants had the ability to opt out of the service that was being added to their account with the $6.95 charge.I will have the fee waived by our collections team, but we are unable to cover overdraft fees for a charge our merchants were made aware of well before it being charged.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I worked with Merchant Warehouse to set up a credit card merchant account for our soccer club's wesbsite. I told them what I was trying to do, giving them the website provider we use (*********) and saying they could ask them what is needed and telling them I need to collect multiple payments from members. We walked through all of the fees several times. I told him that I needed to make sure that there were no more additional fees that would come up, because I was presenting this to a board that needed to approve it. So, we walked through everything I needed. When signing the contract, I confirmed that there will be no more fees for me to provide the services I want on my website. He (******* ******) confirmed that with me. I then signed the contract and was given access to set up the merchant account. When I went to set up the account, I was asked by our website provider what the CIM number or access was (I am unclear of the technical term). I found a link to add CIM (which I later found stands for Customer Information Management) to my agreement for $20/mo. An additional fee, which I specifically asked about before signing the contract. When I found this out I called ******* on 3/5 in the morning (about 9:30am) and sent an email as well, no reply. I waited until about 2:00pm and left another message and email, again no reply. I called at 5:30pm that day and was able to reach another person and I asked her if ******* was in that day, she said yes, let me go get him. He then picked up the phone and I explained to him my issue. He said he "did not even know what CIM was?" and that if I wanted any add-ons that would be between me and Authorize.net and that he had nothing to do with that. I had never known or heard about "add-ons" before that moment and was angry and confused. He apologized and said he would first research what a CIM was and get back to me. He called me right back to explain what it is and said that it is an "Add-on" and something I would have to pay an additional fee for. I said that "I asked before I signed the contract would there be any additional fees (aside from late fees, return checks, etc.) and he said no", so how can there now be an additional fee. He said that that was between me and authorize.net and that they were not responisible. I was not happy and asked to spwak with a manager, he emailed me on 3/6 at 5:10pm telling me that *** ******* will be in contact with me to discuss my account tomorrow. As of 3/14 I had not recieved any phone calls or emails from *** or *******, so I called to see what was going on. On this call I spoke with a ******** ******** who said that Merchant Warehouse is not responsible for this issue and I would have to pay the $20. She did not know why *** or ******* never followed up, but nonetheless, she said that Merchant Warehouse is not responible to notify a customer about add-ons and that was beween me and authorize.net. My issue is that these "add-on" fees were never discussed or disclosed and I gave all of the information to ******* to allow him to make sure I had the right options, including giving him my website providers information if he needed to check on what services we needed. I asked if there were any more fees and was told "no". Now, that "no" has become - "there may be fees, but these are add-ons, not anything that we are involved with". I am not an expert in credit card merchants, which is why I contacted merchant warehouse.

Desired Settlement: I want Merchant Warehouse to stay true to what they told me and give me the CIM needed to set up the website, without adding the $20 charge, on top of the other charges that were disclosed and agreed to be paid.

Business Response: I apologize for any perceived misrepresentation on the part of our sales team on fees that are assessed by our third party partner, authorize.net. Our sales team is not trained on authorize.net's additional services or the fees for those additional services. Merchant Warehouse facilitates the relationship between our merchants and authorize.net to have the ability to process through authorize.net's payment gateway; if a merchant chooses to purchase additional features from authorize.net after activating their authorize.net account, that is part of their contract with authorize.net and Merchant Warehouse is unable to change pricing on any aspect of that or offer another vendor's services for free.


Consumer Response: 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 did not acknowledge or respond to my question in regards to the statement made regarding no additional fees and did nothing to to try to resolve this complaint.  

Business Response: I apologize for the original response being unclear. Our sales representative can and should only speak to our fees that we are setting up for merchants. In this case, it would be the agreed upon rates and fees in the signed merchant application as well as the quoted monthly authorize.net gateway fee. Should the merchant choose services outside that scope, our sales representatives cannot speak to those fees and should not be quoting any additional services offered by third party vendors. I do understand that this was not the understanding at the time of the contract being signed and I've passed this information along to our sales management team so that they can provide the proper coaching to the representative, but we will still be unable to change any fees that are charged by authorize.net.

Consumer Response: 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.  

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January this year I called this company to order mobile reader for my business, two days after I have cancelled order and from that day I start to have problems with this company. In February they charge my bank account on $32,95 with excuse that is fee for January, I called them on 02/05 to cancel account and to ask for my refund and they promised that I will get my money back in 10-14 days, I never get that obey. March 03 my bank account was charged again on $61,95, they said fee for first 5 days of February, I called again on 03/03 and representative told me that I will get refund on $32,95 in 2-5 days and $61,95 in 10-14 days, again nothing. I called today (03/12) to see what's wrong, and they told me that refund check on $32,95 will arrive in 10-14 days ( last week the sane check should arrived in 2-5 days) and that they need to approve other check and then send to me. I'm desperate, I don't know what to do, I really need your help to get my money back, every time I call they promise and I don't get nothing. Please, help me! Thank you

Desired Settlement: To send me my money, I want to see this money they took on my bank account soon as possible, I will not stop calling them and writing complaint.

Business Response: We have reissued both checks and have sent them out in the mail today to the confirmed address.

Consumer Response: 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. 

I still didn't get the checks,  but I'm not surprised, this is maybe 5th time you say you send me and nothing,  will see, I'll write response if I get. I want confirmation that you will destroy my documents and that you will not take any money from my account anymore.thank you

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first contacted this company on September 26, 2013 (and spoke with **** ******) to cancel our services with them. I faxed them the cancellation form that they requested and followed up several times to see if the service was cancelled. Each time that I spoke with someone I got the run around. I spoke with ***** in December who had me refax the cancellation form. Then in February I was told that the wrong Doctors name was on the cancellation form and that is why it had not been cancelled. I then faxed the form again on February 6, 2014. I followed up on February 27, 2014 and spoke with a ***** who asked if I had been sent a "link" through an email that would immediately cancel the service as soon as I clicked it. I told him no and he said that he would research our account and send me the link and that he would call me that day. I called today (March 5th) and left ***** a message that I did not receive the "link" or a call back. In the meantime - Merchant Warehouse has continued to charge fees. What do you really need to do to cancel a service with this company?

Desired Settlement: I would like the service cancelled and the fees reversed and refunded.

Business Response: I apologize for the disconnect in getting this account closed out. I have submitted a request to get it closed immediately. The requested refund will be sent via check to the address on file. This can be expected within 10 - 14 business days.

Consumer Response: 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. 

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Merchant Warehouse. com around Oct 25,2013 and spoke with ******. I ended up signing up with the service. They started it on Oct, 28,2013 3 days later. I got a debit to my bank account 3 days later for the entire month of October on Nov 2,2013. I assumed it was for November. I had not even setup my website yet and was still going through the process of getting all the information I needed to add the service to my web page. There is no online statement information. It comes in the mail after the money has been debited from my account. December I get a bill that has the minimum montly fee and the $4.95 statement fee as well and $99 for a PCI compliance fee. At this point. I still had not actually processed any payments yet paid in the neighborhood of $130 to Merchant Warehouse. I started processing payments the first of December. I get a debit from my account Jan 2,2014 fora little under $200. There is no way to go online and view statements. No one was available for chat or on the phone. I understand there was some very bad weather that affected their area. When I did get a statement in the mail a week later, I see the charges are more than what I had been paying. Almost all of the $4000.00 was charged at the maximum rate as unqualified. At this point I am totally disgusted with not being able to access my account online or being able to contact anyone for an explanation. Every other service I have, I am able to access my account online. I did get an email around 1/10/2014 telling me I can set up online access but none of that worked either. Now at this point, I have only had the service for November and December and already paid 3 months of charges. I got another merchant account from my bank and closed out this bank account so Merchant Warehouse can no longer gain access to my business account. I finally got in touch with someone to advise them I no longer want their service. I had already canceled the Authorize.net gateway associated with them. I was told I have to speak to someone to close out the account and cannot do it any other way. I get transferred and end up with someone's voice mail. I left a detailed message advising I was totally disgusted with their service and my phone number as well. I never got a call. So at the end of the week I was able to use the online chat. I was told I still had to speak to someone and they would call me Monday 1/20/2014. I finally got an email to cancel my account with them. However, it says I will still be responsible for the fees for the month of January. Now, that would be 4 months or service they are trying to bill me for when I called them Oct 25/2013 and did not even have an account till 10/28/2013 and never used it till 11/2013. The length of time between 10/28/2013 and 1/2/2014is just a little over 60 days. And they want to charge me for 4 months of service. I am being charged or they are attempting to charge me almost double what I used. If they plan to charge for an entire month at the end of the month for the past month, then they need to wait till the first day of billing and activate that account at that time and not deliberately open it up a few days prior to bill the client for services not rendered. If they do not want to do that, then the fees need to be prorated at the most. I have paid for 3 months of service already when I actually only had it active for 2 months and a few days. So as far as I am concerned, I am due the entire month of October that I was billed in the form of a refund check and there is not bill for Jan 2014 as I no longer have or used their service and in fact made multiple attempts to cancel it. Their failure to be available is not my fault and I will not allow this company to charge me for it. My account is now closed.

Desired Settlement: I want a refund check mailed to me at the provided address for the month of Oct 2013 that I was debited and no attempt to charge me for the month of Jan 2014 since their services were no longer wanted or used. Their unavailability is on them, not me.

Business Response: I apologize for any inconvenience in getting the account closed. We will issue a refund check in the amount of $39.94 to the address on file.

Consumer Response: I filed a complaint Jan 21/2014 regarding the following issue. " Complaint Details I contacted Merchant Warehouse. com around Oct 25,2013 and spoke with ******. I ended up signing up with the service. They started it on Oct, 28,2013 3 days later. I got a debit to my bank account 3 days later for the entire month of October on Nov 2,2013. I assumed it was for November. I had not even setup my website yet and was still going through the process of getting all the information I needed to add the service to my web page. There is no online statement information. It comes in the mail after the money has been debited from my account. December I get a bill that has the minimum montly fee and the $4.95 statement fee as well and $99 for a PCI compliance fee. At this point. I still had not actually processed any payments yet paid in the neighborhood of $130 to Merchant Warehouse. I started processing payments the first of December. I get a debit from my account Jan 2,2014 fora little under $200. There is no way to go online and view statements. No one was available for chat or on the phone. I understand there was some very bad weather that affected their area. When I did get a statement in the mail a week later, I see the charges are more than what I had been paying. Almost all of the $4000.00 was charged at the maximum rate as unqualified. At this point I am totally disgusted with not being able to access my account online or being able to contact anyone for an explanation. Every other service I have, I am able to access my account online. I did get an email around 1/10/2014 telling me I can set up online access but none of that worked either. Now at this point, I have only had the service for November and December and already paid 3 months of charges. I got another merchant account from my bank and closed out this bank account so Merchant Warehouse can no longer gain access to my business account. I finally got in touch with someone to advise them I no longer want their service. I had already canceled the Authorize.net gateway associated with them. I was told I have to speak to someone to close out the account and cannot do it any other way. I get transferred and end up with someone's voice mail. I left a detailed message advising I was totally disgusted with their service and my phone number as well. I never got a call. So at the end of the week I was able to use the online chat. I was told I still had to speak to someone and they would call me Monday 1/20/2014. I finally got an email to cancel my account with them. However, it says I will still be responsible for the fees for the month of January. Now, that would be 4 months or service they are trying to bill me for when I called them Oct 25/2013 and did not even have an account till 10/28/2013 and never used it till 11/2013. The length of time between 10/28/2013 and 1/2/2014is just a little over 60 days. And they want to charge me for 4 months of service. I am being charged or they are attempting to charge me almost double what I used. If they plan to charge for an entire month at the end of the month for the past month, then they need to wait till the first day of billing and activate that account at that time and not deliberately open it up a few days prior to bill the client for services not rendered. If they do not want to do that, then the fees need to be prorated at the most. I have paid for 3 months of service already when I actually only had it active for 2 months and a few days. So as far as I am concerned, I am due the entire month of October that I was billed in the form of a refund check and there is not bill for Jan 2014 as I no longer have or used their service and in fact made multiple attempts to cancel it. Their failure to be available is not my fault and I will not allow this company to charge me for it. My account is now closed." Desired Settlement: Refund-Check I want a refund check mailed to me at the provided address for the month of Oct 2013 that I was debited and no attempt to charge me for the month of Jan 2014 since their services were no longer wanted or used. Their unavailability is on them, not me. On 2/7/2014 the business responded as follows: ***** ********* **** **** ** ***** ** ***** Dear ***** ********* * This notification is in regards to your complaint submitted on 1/20/2014 12:37:47 PM against Merchant Warehouse.com. Inc.. Complaint # *******. The business has sent BBB a message regarding your complaint. The contents of this message are below or attached. Message from Business: I apologize for any inconvenience in getting the account closed. We will issue a refund check in the amount of $39.94 to the address on file. Please respond to this message within 10 days. Thank you. Better Business Bureau Here is it 3/6/2014 and there has been no check received as promised. I have contacted the business on two occasions. The first was 2/24/14 inquiring about the check. I was told it was sent to the wrong address and a new one was sent out 2/17/14. I find that interesting since every correspondence with them and from them has the correct address. In fact I have 2 statements from them that had no problem making it to my mailbox. After not receiving the check by 3/4/14 on the second alleged attempt, I contacted them again and they insist a check was mailed. I ship items via USPS and have been over the last 5 years and in general it is a 2 day delivery. 3 at the most. I find it extremely hard to believe a check has been sent out twice and never made it. As result, I am creating a new complaint against the business and this one will not be closed as accepted until such time as the check is received. At this point, it appears to just be a continuation of the serious service issues I encountered that led to me terminating the service and filing the original complaint. I expect the check promised in the first settlement. Upon receiving it, I will close out the case. Regards, ***** *********

Business Response: We have confirmed through our accounting department that the second check that was issued to this merchant was deposited.

Consumer Response: I did finally get a check from them.

Regards,

***** *********

3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse charges $50 per month for every month a Tax ID does not match with Federal Records. Our company's tax number was off by one digit due to a typo from our side. It took us longer than expected to fix the issue with the state and in doing so, the merchant charged our account a total of $350 in fees due to a simple mismatch. After speaking with a manager, we were credited only $250, leaving $100 in fees remaining. We were informed that the credit can only go back a maximum of 3 months or $150 but as a courtesy, they will give an extra $100. However, such a limitation was never bought to our attention by their representative ********* ******** who informed us a credit would take place as soon as all documentation is received (we have email evidence to prove this). We were never led to believe that the refund would not be in full. We take issue to the fact that Merchant Warehouse utilizes these predatory type practices where the sales person tells you one thing but then they point to their sales contract in the event any issue arises. We are a family owned business which just opened up last year and as a budding company, any loss of income, no matter how small, takes a great toll. The merchant has no direct reason for charging what they charge other than simply the fact that they can.

Desired Settlement: We would like the merchant to issue the remaining $100 credit in fees. Merchant Warehouse does not suffer any direct loss of income from a mismatch, much less one worthy of $50/month.

Business Response: We have reviewed the calls that Mr. ******** had with ********* and we do agree that the restrictions on the refund of this fee was not made clear. Due to that error, we will issue the remaining $100 as an ACH credit to his bank account. He can expect to see that within 10 business days. We apologize for the confusion and will work with our team to ensure that this is properly communicated in the future.

Consumer Response: 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. 

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 19th 2013 I signed up for Merchant Warehouse's services. I was ecstatic to learn that it was only $8 a month for credit card processing. He promptly sent over a contract for me to sign which listed about 10 fees. I asked what each of these fees were. Complaint #1: In particular there was a $99 compliance fee that I had asked about- I was told by the salesman that I would be contacted to take a questionnaire and told me that if I completed this questionnaire and passed it that I would not have to pay the $99 fee, and that if I failed to take the test, or did not pass the test, I would have to pay the $99 fee. It was later disclosed AFTER I had signed up that I would be charged this fee no matter what. Complaint #2: I was told that I would be able to pay my bill online. I was not able to pay my bill online, the company *** transferred the amount from my bank account without my permission or knowledge. This caused a *** *** fee on my account. I called and complained and they quickly apologized and credited this to my bank account. This was in October. Complaint #3: The next month, November, a random $25 fee was showing on my account. I called to ask about it. I was informed since that when they tried to draft the money from my bank account, it declined, and therefore I was being charged a $25 fee because I didn't have the funds in my account. They had previously credited $30 to my account due to the fact that they caused my account to overdraft, but tried to charge me $25 the next month. After I called and asked, they said that this fee shouldn't be on my account. At this time, I asked about the $99 compliance fee, because it had been brought up in the call. The salesman that I talked to at this time informed the that I would be be charged this $99 fee no matter what. I expressed to the salesman that I shouldn't be held liable to pay for a fee that I didn't know about and was lied to about. He agreed, and decided to have me contact his supervisor. Complaint #4: I contacted his supervisor, and left a message. About 2 weeks goes by, no response. I call again about 2 weeks later, and I get an email stating that I should give her a call at her direct line because she was not able to make outbound calls past a certain time. I called and spoke with her. She said this issue would be resolved, in regards to the $99 fee. I was happy that she was going to take care of this for me. I told her exactly what the salesman told me, and she said she would have the call pulled. Complaint #5: She has the call pulled, and informs me that the salesman never said that about the $99 fee. I disagreed. I asked for a copy of the sales call. She said it would take time to pull the call. I waited patiently. Complaint #6: She sent my sales call via email. This email contained the sales call. In this sales call, I told the salesman my SSN, my bank account and routing #, my EIN, and 3 separate addresses while I signed up for the service. He sent me a contract to sign. I pulled it up and asked about fees, and he went over them with me when I asked about them, but not until I asked about them. This call contained VERY sensitive information that was sent via an unsecured network. I am very upset with this fact. In the wrong hands, someone could have my ENTIRE identity if they hacked my email or intercepted that message. Emails get hacked ALL THE TIME. Complaint #7: I contacted the supervisor again, and let her know verbatim what the sales man told me and created a transcript of what was said. She said that I could cancel my account since the salesman was deceptive. I went ahead and cancelled my account. I also explained to her that they had tried to draft this amount from my bank account 3 times, causing me $90 in overdraft fees. I asked for this to be reimbursed. She said she would send me a check. On the 20th of December I was told a check would be sent out the following day. It is not the 29th of January and I have no check. Complaint #8: I have contacted the company about not receiving the check- I was told that she would check to see if the check had been cashed, I didn't hear anything from her after this point. I have contacted her several times in reguards to the issue. I have forwarded the same email to the supervisor for the past 2 weeks, and I have had no response from them. It's the 29th of January. I sent an email 7 days ago to them stating if I didn't have a response I would seek legal counsel. Complaint #9: I closed my account, and they have tried to draft from my bank numerous times since then. They can't get anything out because its frozen right now. They are seeking $25 from me for everytime that they have tried to charge my account and can't get a $75 cancellation fee out of it. Due to this companies untimeliness and negligence, my banks says that if my funds are not paid for, that they are going to report my accoung negligent to chexsystems. If the company would have sent this check out like they said they had, I would not be having this issue. If they do not resolve this issue I will have no option but to seek legal counsel.

Desired Settlement: I want a $90 check sent to me to cover the *** fees caused by them. I want a refund on ALL money that I paid to this company based on all troubles they have caused me. I want my account balance with this company cleared. I owe them no money, I have cancelled my service and they are trying to assess fees to my non-existent cancelled account.

Business Response: The $90 check for the overdraft fees was sent to the address on file on 1/27/14. The merchant should likely have received it via USPS by now.

Consumer Response:

Better Business Bureau:

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. 


I was told that this check was sent out on December the 20th.
I called on around the 7th of January to verify it was sent. I was told by ******** **** that she was putting an expedited flag that would take 1-2 days to confirm if it cashed or if it had been sent.
I never heard back from your company AT ALL about this manner. I emailed ******** **** SEVERAL TIMES with no response.

My bank is in jeopardy because of your company's negligence. My checking account has been reported negligent to *********** because of your companies untimeliness with this manner. I have attached the email that I sent to ******** **** several times with no response, stating that this needed to be taken care of ASAP.

I have been advised to obtain legal counsel for this matter.

Regards,

******* *****

 

 

Business Response: I apologize for the disconnect, our accounting department has confirmed that the check has not been deposited, so we can now reissue. I will need for the merchant to confirm the address where the check can be sent.

Consumer Response:

Better Business Bureau:

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. 

[I received the check this week. I do not need a re-issue. THIS IS THE SECOND TIME THAT YOU HAVE TRIED TO RE-ISSUE CHECKS TO ME. THE FIRST TIME I contacted your company was around the 7th of January... and that check  was not received for A MONTH even though I was ASSURED that it would be taken care of in 1-2 business days.]

Regards,

******* *****

 

 

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: merchandwarehouse charge me without giving me a credit card machine to process and they ended up charge me over ******* for that I don't even do business with them. So folks please don't do business with merchandwarehouse located in Boston,MA they just there to take your money by charging you with lots and lots of fees. So think twice before doing business with them.

Business Response: *** ****** has actually not paid any fees to Merchant Warehouse, as his bank rejected all of our charges back to us. While we did not provide him with a physical terminal, we did get him set up with our online payment gateway on 10/14/13 which would allow him to process transactions on any computer and most mobile devices. The credentials for this system were emailed to him at 9:56 AM EST on 10/14/13. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

***** ******

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My business was recently charged a $99 fee as part of a new compliance package (CSP). I received notification of the charge on my September statement but the statement did not explain my options as a processor (i.e. cancelling, etc.) nor did it clearly define the coverage period of the CSP. The verbiage on the statement uses the phrases "Beginning in November 2013" and "going forward" and does not explain that the CSP coverage period was for the year prior. I have requested a refund for the $99 charge and was told by a Merchant Warehouse customer service supervisor that the fee is non-refundable (this also was not mentioned on my September statement). In 2012, this fee was waived for customers willing to complete a questionnaire through ControlScan. I completed the questionnaire in December of 2012 and was issued a refund. This year, I completed the questionnaire again (I was prompted by ControlScan to do so) but was assessed a $99 fee and never made aware that this particular policy had changed. As a result of the $99 fee, I have cancelled my service with Merchant Warehouse effective 12/4/13. I have been told that all credit card transactions processed through today (12/3/13) will be deposited accordingly.

Desired Settlement: I would like a refund of the CSP fee in the amount of $99.

Business Response: We apologize for the delay in the response to this, but this merchant has been credited the $99 fee. That was sent out via check on 12/24/13.

Consumer Response:  As of 2/7/14, I have not received a check from Merchant Warehouse for $99 nor has the bank account on file been credited this amount. Surely, a check mailed on Christmas Eve would have been received at this point. I can be reached at ************ if the BBB or Merchant Warehouse has any questions. If not, I would expect that a check would be reissued.  Regards, ***** ********  

Business Response: I apologize for the disconnect. We have placed a stop payment on the original check and our Accounting is now reissuing.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.] 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 #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for the quick response and for doing the right thing. Regards, ***** ********

2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the month of November I called Merchant Warehouse to cancel my account because they misrepresented there claims and had excess fees associated with their services that were not made apparent before signing up with them as a credit card processor.

Desired Settlement: All associated monthly/service fees refunded minus those that are legitimate to the credit cards being processed.

Business Response: I apologize for any miscommunication in setting up the merchant account. I see that on merchant account ***************, you have already been refunded for the monthly minimum fees that were assessed. I'm happy to send a check for the additional $15.48 that you were charged in monthly minimum fees on the *************** merchant account.

Consumer Response: 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 $15.48 only covers the monthly fee that occurred while not using your services for one month. The annual fee that I incurred unjustly, after only using your services a couple months, shows how misrepresented your claims are. Had you closed my account in November, as I had wished, I would have never incurred the charges in December that included the annual fee. I will continuing disputing both the monthly and annual fee until it is agreed upon that a refund will occur. At that point, I will drop my case. 

Business Response: I apologize for my mistake, I will gladly refund the $99 fee on both accounts. That will be sent out via check within 14 business days.

Consumer Response: 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. 

2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ******** **** Water District was contacted by ******* ******** with Merchant Warehouse (MW), a credit card processing company. He ran an analysis and presented reports to the District demonstrating MW would save us money with our card processing (I have the reports which he provided).The truth is Mr. ******** deceived us by not disclosing the true cost of using Merchant Warehouses processing service. He intentionally left out what they call applicable Interchange rates in order to make MWs rates lower than what the District was currently paying with our existing processor.Due to Mr. ********s and Merchant Warehouses deceit, the Districts cost to process credit cards has more than tripled. When I attempted to contact someone regarding the closure of the District's account - the employees at MW would transfer me to a phone number that only took messages. At no time did anyone return my calls. The only correspondence was a generic e-mail allowing me to close our account (but we still have to pay until the end-of-month). Now that's appalling customer service at it's finest.

Desired Settlement: ******** **** Water District is requesting a refund of the following FEES:$ 99.00 Annual Compliance Service Package (as we are no longer using MW)$ 67.02 Total interchange fee for December billingWe hope your business practices are more honest for any future clients you may get that that are looking to save their rate payers and/or customers money.

Business Response: I'm happy to refund the $99 CSP fee as the merchant account is now closed, but I am unable to refund the interchange fees as those are disclosed on the merchant processing application (attached).

Consumer Response: 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. 

However, I am requesting that a record of this issue remain on file to warn any future customers of this business of their undisclosed practices.  This matter to remain open until the $99.00 has been placed back into the District's bank account. 

2/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales Person never said there would be any restrictions or holds from getting funds deposited. I have suppled invoices, company has talked with customer and customer is vertifed, merchant service has customer business license. We estimate our sales will be 35,000.00 year and sales person put 3500.00 and avg ticket could be 1000.00 and the rep put it at 250.00 Rep lied to me so I would sign contract and now im thinking the rep could of changed the contract all together. They sell me a machine that I now can't use So they lied to me to get me signed up and sell a machine. They requested 3 months of bank statements and I told them my account has only been open since 10/26/2013. There is no way to supply that. I am willing to supply anything else.

Desired Settlement: First Batch released to me and to have no other problems with future batches. Full refund on machine

Business Response: I'm sorry to hear about your frustrations with the setup process for your account. To clarify, merchants have the ability to view their contracts prior to signing, and if there is any discrepancy in the information, they have the ability to clear that up prior to signing the legal document. In regards to the held funds, those can typically be released after a reasonable amount time when there is no dispute from customers. This can take 180 days or more in some cases.Once a terminal has been used, we cannot accept it back in stock.

2/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have tried calling Merchant Warehouse for 4 business days to always receive a busy signal. We also tried using the phone number listed on the BBB review. Today 1/27/14 I went to their website, to be informed that the page can not be displayed. We have an account with this company. We are contacting them for explanation of fees as they are much higher than was stated. The statement does not give enough information. We are very concerned as they handle all our credit card monies, and we can't reach them.

Desired Settlement: We want to be contacted by them, with explanation of fees, and if necessary terminate the contract with no penalties.

Business Response: We have spoken to this merchant and clarified some questions in regards to her fee structure as well as clarifying information in regards to the support that is provided by her point of sale provider, *******.

2/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We originally opened a Merchant Warehouse account to preform testing of live credit card processing on our website, in May 2012. After not using the service for several months, and be locked out of their online system due to inactivity, we decided to cancel their service in late 2012 or early 2013 ( I cannot remember exactly, but it was around a year ago). Despite being told that the account was closed at that time, we recently noticed that withdraws were still coming out of our banking account. Since they were under the businesses name, the regular charges of roughly $35 dollars a month went reasonably unnoticed, but this past month, a charge over $100 drew some attention. We called to determine the reason why they are continuing to charge us for a cancelled service, and they claimed to have no record of the prior call. Unfortunately it was far too long ago now for us to remember any of the details about this call, but they confirmed for us that service has not been used since last year. When we asked if they could issue a refund for the charges that we were not expecting, they kept forwarding us around until finally one representative said they could not.

Desired Settlement: A full refund of the amount charged during the 2013 calendar year.

Business Response: We're unfortunately unable to locate any record of a request being made to close this account prior to the merchant contacting us in December 2013 to do so. Our contract also clearly states that merchants have 45 days to dispute any charges to their account. It's unfortunate that they were unable to reconcile their bank account in a timely manner, but that is not something that is the responsibility of Merchant Warehouse. We will issue a courtesy refund of the $99 Compliance Service Package fee via check, as that fee covers the account for the next 12 months and the merchant has since closed their account. That can be expected within 14 business days.

Consumer Response: 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. 

2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Merchant Warehouse on June 20, 2013. At that time, I was presented with a simple, bold graph indicated the percentage of card fees and monthly charge of $7.95 that I would be paying for the account. In November, an extra $99 fee was attached to my monthly statement. They indicated this was posted on my monthly statement in September. I had neither seen the notification nor was I told about the charge when the account first opened. The MW customer service representative indicated that the charge was noted in a 33 page agreement that was submitted online. In other words, the charges were hidden in a 33 page document rather than posted up front at the time of the account. When I requested a reimbursement, or offered to pay $50 instead of $100 because I had only had the account for five months, my offer was rejected. In five months and one week of service, I have submitted $1227 in transactions. During this time, I have been charged $319.53. This equates to 26% of my transactions.

Desired Settlement: My desired outcome is that they reimburse my $99 fee, and make this fee known more clearly at the time of the signing of the contract.

Business Response: We have issued a refund check of $99 to this merchant. He will receive it at the address on file within 10 business days.

Consumer Response: 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. 

Thank you for your diligence in resolving issue. 

1/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Monthly minimum charges were not disclosed by the salesman

Business Response: The monthly minimum charge is disclosed on page 2 of our merchant processing agreement, in the same section where the monthly service fee is listed. Additionally, this merchant has only been charged for one month thus far, which totals $29.95, so I am unclear on why he would be seeking compensation from us in the amount of $120.

Consumer Response: 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 $120 comes from the fact that there were two different accounts started at the same time. Access Storage and Southern Accent. We were charged a monthly rate for both at 29.50, that is $59 plus the $60 that was paid for the swiper. 

Business Response: Both accounts referenced were approved in December 2013. Both accounts have received a refund for the December 2013 fees and those refunds will be sent to the bank account on file within 3 - 5 business days. Both accounts had processing in January 2014; I have removed the $25 monthly minimum for the accounts, so the only fees the merchant will see is the agreed upon monthly service fee of $7.95 and the fees associated with any processed transactions.

Consumer Response: 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. 

1/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sales person never created my account for the merchant service and I called multiple times to have it resolved and finally just ended up cancelling my account.... The company continues to bill me for a service I never received.

Desired Settlement: I need my accounts to be refunded the total of $89 for the months of service that I have been charged with no service.

Business Response: We apologize for the service issues this merchant experienced. We will send a check of $89 to the address on file.

Consumer Response: I would also like to make sure that the account is closed and I will not see a future charge. 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. 

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We starting using this company based on their rating with the BBB. When we arranged credit card processing services with Merchant Warehouse, we told them that we are a high end consignment store and that we had items for sale ranging from $5 to $5,000. We were approved and starting taking credit card payments. We sold a ** bag to a customer for a total of $1,419.60. She paid for the bag with her credit card. We swiped her card, checked her ID, the sale was approved and she went home with the bag. Then we got an email from Merchant Warehouse stating they needed additional information for the sale. We asked them if the customer was disputing the charge and they said no. The risk department needed more information. We sent them a copy of the signed receipt. Then they wanted two months worth of our bank statements. I have been running businesses for twelve years and have used other credit card processing companies for all of those years and have never heard of anything like this. Again, THE CUSTOMER HAS NOT DISPUTED THE CHARGE. We sent them the bank statements. They then sent us an email notifying us that they were closing our account and that the $1,419.60 was being refunded to the customer. They gave us the credit card number and expiration date of the card, but that hardly solves the issue. The customer is not here, and we cannot take credit cards at our business until we open another account with a reputable merchant services company.

Desired Settlement: They took it upon themselves to refund our money without any complaint by the customer. They need to give it back.

Business Response: Merchant Warehouse is unfortunately not going to be able to issue compensation for this transaction to the merchant. We have provided to him the credit card information so that he may re-charge the transaction through whomever he chooses to use for his merchant processing in the future. As the transaction was well above the dollar amount agreed upon as the merchant's average ticket on his contract, our Risk department was unable to allow this sale to go through. We would encourage the merchant to work with his customer and charge the card again through his new processor. 

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: -Signed up for account in mid Sept after seeing referral by studio cloud biz mngt software. Guy who set up account said that there were no fees. MW supposedly made money by taking a percentage of each transaction. Of course I can't remember his name and his emails came from a don't-reply account from MW (hindsight) -Cancelled account 11/11/13 when I received a monthly bill. Sent back card reader terminal -Received another bill. This time with added fees. I called on Sat 12/21 and was told to call back on Mon during biz hours. Guy who answered the phone seemed to think I should not have been charged as he showed my cancellation on 11/11 and the reader received -Called to dispute the charge to my account Mon 12/23 approx 2:50pm. Spoke with ****. He said the additional charge was an annual charge from the credit card companies for having the "ability" to process credit cards. (their info on the site says there are no annual fees- see screenshot). **** just talked over me and when I became irate he ended the call. -I called back in attempt to speak with a supervisor a few minutes later. I spoke this time with *****. ***** was rude right out of the gate. It was evident that he had seen whatever notes **** had placed on my account. He asked what he could do and I told him I wanted to speak with a supervisor. He asked what the problem was and I told him I had already spoken to someone so I wanted to speak with a supervisor. He came back a few minutes later and said that there was no supervisor available. He said to give my number and one would contact me. I asked if it was normal for there not to ever have a supervisor on duty. He snidely replied that it was not that there was "never" a supervisor available it was that they were fielding other calls. I offered to wait for the next one but was told that this was impossible as I was in a live call cue. I asked how long until I would be contacted and was told 1-2 biz days. I was rudely dismissed -I then sent a message to my bank asking them to no longer process transactions from merchant warehouse - I then took screenshots of MW claims of no fees These people are charging fees when their advertising says there are no fees. Then when you cancel, they charge an annual fee for credit card companies' "ability" to process cards- what?? I would just like to have my money back: 2 months of: min montly fee $25.00 monthly svs fee $7.95 1 annual fee: compliance svc pkg $99.00 total: $164.90

Desired Settlement: just want my money back: 2 months of: min montly fee $25.00 monthly svs fee $7.95 1 annual fee: compliance svc pkg $99.00 total: $164.90

Business Response: I apologize for the poor service that was received. Our representatives should be taking the time to respond to every question and concern to our merchant's satisfaction and I'm sorry to hear that didn't happen this time. I will be happy to issue the full refund that has been requested. A check in the full amount will be sent to the mailing address on file within 10 - 14 business days. 

Consumer Response: 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. 

12/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently started an online business. In the process of setting up the site, I was referred to MerchantWarehouse.com. I was given a quote of 2.75% per transaction and a $23.75 per month processing fee if total processed transactions were below $25 per month. I explained that we were just putting together the business and would start out slowly to establish business. After the first month, we were billed the $23.75 plus $11 for gateway handling (Another fee we were not told about). Then we got a $99 annual compliance fee on the next invoice and were told this was an annual fee (But again, no notice and we had the same fee on the next two consecutive months) When I called I was sent to a voicemail and we played telephone tag for a couple of days. Finally, they called me and just abruptly told me to confirm cancellation via email. The man would not tell me his name and just told me that he couldn't discuss charges and again told me to just confirm cancellation.

Desired Settlement: I want my charges reversed and my money returned. I have confirmed cancellation of my account

Business Response: I apologize for the issues you've encountered with your account. There does seem to be some disconnect in regards to the fees that were assessed by Merchant Warehouse. I have attached the two statements that you've received thus far from us - for October 2013 and November 2013. I am happy to refund the $99 compliance service package fee as you are closing out your merchant account. Beyond that, we would not be able to issue any further refunds as the account has been used. If you would like to seek out a refund from ************* for their gateway fees, you may contact them directly at *************

Consumer Response: 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. Please return the $99 asap as you suggested. I will watch for it in my account.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an analog credit card processor and contract to process cards 11/07 with Merchant Warehouse. I have a small pet grooming business and needed 2 merchants on the terminal. I received the terminal 11/25,called tech support 11/27 because there was no reference guide and I told them when I ordered I had never had experience with card processing. On 11/27 I told the tech person I needed him to walk me through each procedure. He did 3 functions with me and said we we set to go. On 12/02 was launch day for my business to accept cards. The card was set up for 1 merchant. Called tech support, they said they would change things and we wait hours for it to initialize, then the phone number on the receipt was our personal phone numbers. Called again. After waiting hours again it listed my home phone number on the receipt and funds went to the opposite account. In 6 days we have spent 12 hours on the phone or waiting for the terminal to initialize, talked to 11 technical support people . The sales person who wrote up my contract wants me to talk to Customer Service. I told CS I wanted a supervisor to look over all that has transpired in this past week. They need to know the run-around a brand new to the system customer is experiencing and make some changes. The nightmare this has put us through with not being able to use it, no receipt for the customer or an improperly printed receipt is unbelievable to me. It is such a small business and simple terminal, how can they operate this way?

Desired Settlement: I would like this terminal, which I bought, to be programmed with my business information which Merchant Warehouse has and has had since day one. I want them to insure it is correct and runs properly for us and for our customers. I want all charges up to now erased and we start fresh when the terminal is programmed correctly and all technical support should have access to notes and contacts the customer has made. I was informed the weekend tech support knows nothing except the customers name, and business name. They don't even know what type of equipment we have. How can they assist us with no information? They advertise 365 days 24/7 tech support, but we were left out to dry over this past weekend. Let's get this job finished like it should be, up and running.

Business Response: I'm sorry to hear to about the trouble you had with the programming issues with your terminal. I'm happy to issue a $100 courtesy credit to you for the trouble's you've experienced. That will go into the bank account on file within 14 business days. It does appear as if the issue has been rectified as I see transactions correctly coming through on the account now.

Consumer Response: 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. 

12/14/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time we have had to file a complaint against this company for a service we never used. We never used the service due to hidden charges that we were not told about. After canceling the servive they charged us additional charges against our checking account. We had those fees sent back and were told they would leave us alone. Now they have charged out checking account again after we again called and complained to ****** about this. She told us these again fees would be sent back and a email confirmation of the call and actions would be forthcoming. This did not happen and they are keeping more money that was take unauthorized from our account.

Desired Settlement: We want the second charge of 32.95 sent in a check back to us with a fee of 100.00 for taking money out of our account twice to be returned to us by check. A total of 132.95. We are actually being nice by not filing a complaint for fraudulent actions with the federal trade commision.

Business Response: The fees for September 2013 have been refunded via check #****. This was mailed on 10/23/13 so you should receive that this week. In regards to any overdraft fees, we would not be able to refund anything without seeing a bank statement showing the charges and then we can look into it. While I do understand that the first month's fees that were debited may have come as a surprise, our cancellation website (on which you completed your cancellation request) is very clear in explaining that our merchants will be responsible for that month's charge when they cancel, so I would like to have some more information as to why the fee was not anticipated.

Consumer Response: 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. We never mentioned an overdraft. We stated a fee of 100.00 for having to file with the BBB a second time.

Business Response: I apologize for any confusion - there is no fee for consumers to file a complaint with the BBB, so I am unclear on why an additional $100 would be required to rectify this issue.

Consumer Response: 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. This 100.00 fee is for my service to recover the funds taken out of Ms.  checking account wrongfully for the second time. I do not wish any further communication except for the total amount of 132.95 to be sent to Ms. ***** at this time. Any further action on our part will be to a Federal agency.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several months ago I tried to cancel our service w/ MW since we had switched to another provider. Each time I called to cancel, I was directed to the "cancellations department", which claimed to be open 8-5 M-F, but no one ever answered. I got their voicemail, and told them to call my cell (not the listed phone number) ASAP so I could cancel. They never did. Meanwhile, I just found out that they have been charging us minimum monthly service fees (around $25 or so) for remaining "customers" with them, despite the fact that we no longer wish to remain customers, and they have made it nearly impossible to cancel. Disastrously bad business. When I spoke to a customer service representative on the phone today regarding the matter, it was appalling to be treated with dismissiveness rather than a genuine desire to help.

Desired Settlement: I'd like to be credited for all charges made on our account since my initial request to cancel.

Business Response: I apologize for the trouble you've had cancelling. This should be an easy process and I'm sorry to see that it wasn't. I'm happy to refund the August, September, and October charges. You've been charged $22.95 per month, so the total amount refunded back to your bank account on file will be $68.85. You can expect to see this within 7 business days.

Consumer Response: 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.

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to end services with this company, and I was told that I had to fill out a form from the cancellation department and they will not call me back or email me the form. They gave me until November 2, 2013 to fill out the form; otherwise, we will be bill for another month including a pci comliance fee. They won't call me back and I have been unsuccessful at getting a person in their cancellation department. Fees are also much higher than what was quoted and extra fees have been charged, taken directly out of our bank account. When I went to change, companies, they wouldn't give me the correct password to change the credit card machine to the new company. I am very dissatisfied. I am still trying to stop services with them.

Desired Settlement: I would like to cancel their services and not get charged for November, which, if I cannot contact them, I don't feel that we are liable for those fees.

Business Response: I apologize for the disconnect. I do see that **** in our cancellation department left a voicemail on 11/1 for you. I have sent the cancellation link to the email address on file. Please complete this link as soon as possible and I will honor this as an October month end cancellation - meaning you will not have a further charge from us, including the CSP fee that will come out on the November statement.

Consumer Response: 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. As long as we don't have any more charges from Merchant Warehouse, I agree that the complaint is resolved.

10/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Upon setting up a account with Merchant Warehouse the sales person indicated we would need to purchase a credit card processing machine. Upon receiving and attempting to setup machine it would not work. Upon attempting to contact are salesperson or anyone regarding the issue(20 phone calls) found out that it would not work with the credit card service authorize.net(that they setup us with). We then cancelled the service because of the poor and misleading customer service. We then returned the credit card machine. They advised us that they did not receive it and they would not refund us(note this was over a month ago) for something that never worked. No charges where ever used on the accountant. Know I am out on what i paid for the machine and the machine itself. This needs to be investigated. After reading further into reviews this seems to be a very common issue with them.(yelp.com)(Word for word same issues we had)

Desired Settlement: A refund for the credit card machine that never worked and was returned

Business Response: We're more than happy to work with the merchant to provide resolution to this matter, but two of our representatives (***** and ****) have requested the tracking information for the shipment of the card reader back to us and that has not yet been provided. We do not have a record of the reader being delivered back to us, so without the tracking information we are unable to move forward. If the merchant can provide that, we will certainly issue a credit.

Consumer Response: 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.

Hello,  I was contacted 10/16/2013 @4:19pm (central) by **** ***** (number 800-941-6657 ext ****) from merchant warehouse stating they where going to take care of the problem as they did not want to have a issue over 135 dollars. So I don't know if this is more poor customer service or just delay between people at the business. But he said he would credit my account. So please talk to him. I have not received the credit yet and will keep open until resolved.  

Business Response: I apologize for the disconnect - that had not been communicated to our team until after we had received and responded to this complaint. I can confirm that the refund has been placed back on the card on file as of 10/18/13. Please allow up to one billing cycle for it to appear back onto the card.

Consumer Response: 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. 

10/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have never used this service, we were in the process of signing up to use it. The service requires a credit card reader which we were going to buy from them in the next week. They charged a payment of 32.95 plus a charge of 29.00 before we were using the service. The 32.95 was refunded but the 29.00 they kept. When the company rep told us the cost of the service we were only told on the phone about the 7.95 fee. Never did the rep tell us about a monthly 25.00 fee or a 29.00 some other kind of fee. We trusted the company since they were on vistaprints website but that was our mistake.

Desired Settlement: 29.00

Business Response: I completely understand this merchant's frustration and I'm sorry that our representative did not refund all of the fees on the account. I have entered in a $29 refund check request for you; you can expect to receive this within 10 - 14 business days.

10/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had done business with Merchant Warehouse for years when they said our Federal ID number no longer matched our business name. We spoke with them and they agreed it was fine and the IRS told them it was correct. They accepted that but in a few weeks this started all over and over many times. I just decided this was to the point of harassment. I then discovered they were charging me $ 50 per month because the ID number did not match. It wasnt until the third month of this charge did I discover it. I made contact with them and again told them the number was correct. They will not refund this error they made for the three months @ $ 50 or a total of $ 150 We discontinued business because of this harassment and are now using our own local bank as our credit card service effective June 30th. Our local bank is using our Fed. ID number and is having NO problem with this. We are continually being billed by Merchant Warehouse for $ 7.95 per month and had to have our bank put a stop payment on this. Now they have billed us $ 32.95 which is the $ 7.95 charge with an additional charge of $ 25.00 for reject fee.

Desired Settlement: At this point I do not care about the $ 150 charged me fraudulently. I just want this Merchant Warehouse to leave us alone. We have done NO business with them since June 30th. They will not accept our cease association via telephone, written notice or email. My next step will be the Attorney General if this nonsense does not stop.

Business Response: I apologize for any confusion - you are correct in that once your account information status went to "valid", you should have received a refund. I have issued a $150 refund check to you and you can expect to see that in 10 - 14 business days.

Consumer Response: Merchant Warehouse must stop billing me monthly for $ 7.95 as we have not done business with them since June 30, 2013.

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.

10/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over 1 year of using Merchant Warehouse: 1. Double Bill our Monthly fees Aug 2013. Took 4 days to get credited back. Took straight our of acct. 2. Service down several times. Server is to small Month Sept 2013. 3. Over charged Credit card fees just last August 2013. 4 .Website unable to access. Told several times will have tech support take care of it. With no response. Still unable to use. So you can't check on your acct. 5. Batch or deposit delays weekly. Sometimes will take 3 days to receive funds. Quite often. 6. If you have a fraud credit card. They delay notifications and can cost you more fraud usage. If you don't know and they can still use card. You loose all funds In this day and age. Stolen credit cards are a big business. And you have to rely on you merchant account to notify you. The show approve sale. But really they only verify the funds available. Just happen Sept 2013.

Business Response: I'm sorry to hear about the trouble you've experienced with your merchant account. It is correct that our processing company, First Data, double-charged all merchants for their July 2013 fees (debited on August 5, 2013); they also deposited a credit back into all merchant's accounts the following day (August 6, 2013).

In regards to cards being used fraudulently or customers filing chargebacks, there's unfortunately not many things we can do on our side. If you believe a card is being used fraudulently, you have the option of calling in to our client services group for assistance or contacting our voice authorization line which has an option called "Code 10" to help you determine if the card has been stolen or has been reported as lost or missing. We are not liable for transactions that have customer disputes on them. 

9/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or around 8/23/2013 i contacted Merchant Warehouse about Visa card processing for my business, i spoke with ******** *******. I agreed to provide my information but told him multiple times i would be away until Oct 1 2013 and i did not want this to go into effect until i returned so i would not incur charges for something i would not be using. He said no problem this would be on hold and this is just to get the ball rolling so i could use it once i get back. He assured me there would be no charges taken from my bank until i actually start using this service, I agreed. On 9/5/2013 i checked my bank account online and see they took $61.95 in fees putting my account in the minus, $25 in additional bank fees have been charged to my account. ******** ******* assured me this could be canceled without any cost to me if i chose not to use the service when i returned when i told him i was unsure if i wanted to go ahead with using Merchant Warehouse.

Desired Settlement: Cancel this account and return my $61.95 plus $25 in fees and charges i incurred from my bank for a total of $82.35.

Business Response: I am sorry to hear about your experience. You are right in that you should not have had the application processed until you were ready to use this account. I will get it closed so that you are assessed no further fees and will issue the full refund that you have requested. Please bear in mind that while this is an unfortunate hiccup during the set up process, we would love to have the opportunity for you to use our services and would encourage you to consider coming back to us when you are ready to process. Provided you are ready to process within the next 120 days, reactivating your account will be as simple as filling out a one page form. 


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Customer Reviews Summary

49 Customer Reviews on Cayan
Neutral Experience (0 reviews)
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