Overview

Cayan (cayan.com) is a merchant account provider headquartered in Boston, Massachusetts. Formerly known as “Merchant Warehouse,” the company rebranded at the beginning of 2015 to a name that “better communicated [its] bold vision.” The company was founded in 1998 and was an early leader in internet payments. It has since grown into a very large processor with over 30,000 merchants and $7 billion per year in payments processed. TSYS acquired Cayan in January 2018, but Cayan appears to operate as an independent brand for the time being.

Cayan’s flagship product is its cloud-based customer service platform called “Cayan Genius.” The company can provide payment processing for most business types and sizes. Cayan is a registered ISO/MSP of US Bank, Minneapolis, Minnesota, and Wells Fargo Bank, N.A., Walnut Creek, California. The company is headquartered at 1 Federal St, Boston, Massachusetts 02110. Henry Helgeson is Cayan’s CEO.

Key Points

  • Sales & Marketing: Cayan appears to hire independent sales representatives and has received a few dozen complaints about its sales practices.
  • Costs & Contract: Cayan offers a month-to-month contract through TSYS with no early termination fee.
  • Complaints & Service: Cayan has received more than 120 public complaints.
  • BBB Rating: Cayan has an “A+” rating with the Better Business Bureau and has received 95 complaints in the past three years.
  • Rates & Fees: How Merchants Got The Best Rates With Cayan

Cayan Products and Services

Industries

  • Nearly every business type, including retail, mobile, e-commerce, and international businesses

Response from Cayan

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b

Sales & Marketing

Key Points - Sales & Marketing

Employs Independent Resellers Yes
Advertises Deceptive Rates No
Discloses All Important Terms No

Cayan relies primarily on lead generation, referrals, partnerships, and an inside sales force to market its merchant services. The company does enable outside sales agents to resell its products under the “Capital Bankcard” brand name (which receives an “A” rating on CardPaymentOptions.com) but the majority of its business is acquired through direct sales.

Cayan has received a few dozen sales-related complaints both as Cayan and as Merchant Warehouse. These complaints most often cite nondisclosure or misrepresentation of certain rates and fees such as the company’s Mid-Qualified and Non-Qualified rates. We have seen Cayan advertisements in search results that promote a rate of “0.28%,” which supports these complaints. Merchants should be sure to inquire about all possible rates and fees to avoid a negative experience. To its credit, Cayan does not list any misleading rates quotes on its website. Considering Cayan’s size relative to its complaint total and its lenient cancellation policy, we have given it a “B” in this section for the time being.

Response from Cayan

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Cayan Marketing Example

a

Costs & Contract

Key Points - Costs & Contract

Swiped Rate Variable
Keyed-in Rate Variable
Early Termination Fee None
PCI Compliance Fee $99 Per Year
Equipment Lease Terms Variable

Cayan’s rates will vary depending on a merchant’s size, business type, and processing history, but the company’s standard contract does not include an early termination fee of any kind. This means that merchants will effectively enjoy a month-to-month agreement through Cayan. However, the company also charges an annual PCI compliance fee of $99 that is the subject of multiple complaints, and it appears to charge a few other monthly fees that may or may not be fully described to merchants before signup. Cayan offers equipment for upfront purchase or via a lease arrangement, and merchants are advised to almost always buy rather than lease. Cayan’s rating would normally take a hit in this section due to the complaints about undisclosed fees, but its cancellation policy mitigates most of the risk for merchants. Merchants are always encouraged to negotiate for the lowest fees and rates possible before signing up for service (see: “Fee Sweep“).

Response from Cayan

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b

Complaints & Service

Key Points - Complaints & Service

Total Online Complaints 120+
Live Customer Support Yes
Most Common Complaint Hidden Fees

Cayan (under the names Cayan and Merchant Warehouse) is showing over 120 total complaints across all consumer protection websites, some of which describe the company as a scam or a ripoff. Most complainants either cite undisclosed fees and higher-than-expected transaction rates or poor customer service experiences. One complaint from November 2014 mentions that after “calling several times and being put on hold for long wait periods over and over,” the merchant eventually received a PDF document that could be used to cancel service. Another complainant in the comment section of this review states the following: “I specifically asked the representative if the fees he described were the only fees and he swore up and down they were. NOT SO! All sorts of mystery fees started showing up.”

Despite these concerning trends, the overall number of complaints filed against the company is low relative to its size. In addition, company representatives appear to do a better-than-average job of responding to public complaints in an effort to resolve merchants’ issues. Cayan offers live chat support, email support, and phone support to its users, although merchants have reported problems with the live chat feature and the phone line on occasion.

Response from Cayan

Are you with Cayan? Add your own voice here!

b

BBB

Key Points - BBB

Product & Service Complaints 42
Billing & Collection Complaints 49
Advertising & Sales Complaints 2
Guarantee & Warranty Complaints 0
Delivery Complaints 2

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Cayan currently has an “A+” rating with the Better Business Bureau and has been accredited since 2002. The company has received 95 complaints in the past three years, with 49 related to billing and collection, 45 due to product or service issues, two related to advertising disputes, and two having to do with delivery issues. Cayan has successfully resolved 23 of these complaints, while the remaining 72 either were resolved to the merchant’s dissatisfaction or did not receive a final response from the merchant. The BBB has also received 45 informal reviews about the company, with all of these being negative in tone. In light of these figures, we have adjusted the BBB’s rating to a “B.”

Response from Cayan

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Cayan Logo

Cayan Bottom Line

Cayan rates as a reliable merchant services provider according to all available information. The company’s acquisition by TSYS did not appear to involve any changes to its contract terms, so merchants can continue to expect a month-to-month agreement with industry-average pricing. Cayan is a solid option for most business types, but merchants are encouraged to inquire about all possible rates and fees. For more information, visit Cayan’s Website or call (888) 506-8019.

Phillip Parker is a former merchant services sales agent who believes the industry has been overrun by people who engage in fraud and deception in order to steal from hard working business owners. He created this website to help you avoid the bad players, save money on fees, and to get peace of mind with your merchant account. If you would like to help support his work, learn more about our cost reduction service. We can evaluate your statement, tell you exactly how much you're overpaying, and then help you dramatically reduce your fees with your current credit card processor. Looking to switch instead? See our list of the best merchant account providers.

Schedule a Consultation with Phillip

55 Reviews Leave Your Review for Cayan Below

    Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  1. Their service is awful. First time I called this morning to see how much I am being charged the guy could not answer my question at all and I could tell he did not know what to do. He kept referring me to my POS provider and refused to get me to someone who knew what they were talking about. So I called again and got another man, an English Accent, and he was just as awful with customer service. He refused to help me because I did not have my checking account number on hand and he could not find my Federal ID number which is very easy to find and I gave it to him. Again I asked for a Supervisor or their security department and he refused. He said he would hang up on me if I didn’t give him my checking number which I do not have on me. Awful! If I can leave this service I will. Would be helpful to those who are in higher places with the company to try to call as if a customer so they can see what we have to go through. I don’t have this much time to waste!

    From The Editor
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  2. A few months after I began using your swipe simple device my credit card chip would not go through with your device. Then I called over 7 times in the past couple of years to make sure I was getting a good price on my keyed transactions. One of these technical help staff Cayan had advised me to wait that Swipe Simple would be updating their app. But did not to my benefit. You did not help me nor resolved the issue. You are offering a device that does not work with an android 5.1.1. you say you do online but it does not work. I received 3 different devices thinking they were not charging or were malfunctioning. So disappointing!!!!!!!!!! by your swipe simple staff. Nor, your cayan staff knew how to fix the problem, the wait on the phone talking to each one of you were over 30 mins. each time. Swipe simple was not just a problem with my phone Samsung android Galaxy Grand Prime, but you state online that as long is over android 5.0 it would work. I went into this two year term thinking you could resolve the issue but you never did. Nor helped me with keying in the transaction fees. It is a scam. I am switching because your supervisors were not aware of this nor cared to help me.

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  3. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  4. Lisa Green says:

    I have had Merchant Services/Cayan for almost 6 years. They have charged me every month, but when I attempted to process a credit card payment they told me I have to re-apply due to lack of transactions. Is it legal to charge a business for a service you do not provide?
    I called to ask what the problem was and was given a “case” number, needless to say no one called me back to inform me, I called them only to be told I needed to re-apply . How about crediting me the fees for the last 4 years?

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  5. R Collier says:

    I share this purely to help others know of the challenges I experience with Cayan.

    If you have a website, I strongly advise to not use Cayan. It is incredibly difficult for software developers to integrate into your site code. I strongly advise you look at Stripe as they are known for their ease of use. My developers suggested I use Stripe but I ignored their suggestion as Cayan was less expensive on a transaction basis. But pleae trust me, the cost to implement Cayan (and Authorize.net) will cost you more than the savings you think you will get from a less expensive transaction fee.

    Additionally, I am confused as there are 6 different options to log-in when go to cayan.com. I never know which one to use.

    I have been double charged a few times and if I did not look at my accounts as closely as I do and call, I would not have known.

    Their customer service options include Chat and Email. Neither of these work as chat never opens and the email requires the user to select a reason from a drop-down, a drop-down which does not exist. I then had to look around until I could find a phone number. I prefer chat or email but they do not work.

    When my bank accounts are charged, the charges are not descriptive and the statements’ language does not correspond to the charges.

    The charged amount says the charge is from . . .MY Company?! None of the charges are from Cayan which is incredibly confusing and frustrating.

    While Cayan may be good if you operate a retail store with a credit card machine, please consider other options when used on a website. Please speak with your developers to know what they prefer, what is easier to integrate and who has better customer service when they have questions.

    I wish I would have gone with Stripe (or another similar service) and when we have the revenue to pay for the needed software changes, we will switch.

    Hope this helps. . . .

    From The Editor
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  6. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  7. Run, stay as far as you can from this company.
    As of this review they owe us over $50k, yes that is correct $50k+.

    The problem is they keep tryng to send the money to the wrong bank account number.

    They have asked us to fill out , to date, 4 forms, which are all the same, and they even asked for a letter from the bank to which the bank manager signed that shows the Routing number and Account Number.

    4 Forms and 17 days + later they can still not get our money to us.

    More forms they say. They wanted a NACHA form filled out today.
    The NACHA form turned out to be a duplicate of the other forms!!! Except it had the word NACHA on the Top Right ( I had to hold my breath so as not to scream ) everything else on the NACHA form is 100% identical!!!

    We have been keeping very careful records as I can see this might end up in a court room.

    Adam Wheeler our Rep has gone 110% radio silient about the whole matter which also gives you a hint on how you will be treated once you sign on the dotted line.
    Once a used car sales man gets you to sign they are done with you and hope that you will just go away.

    If anyone wants to hit me up to understand all the details I have very well documented and will to share it all.

    This company is horrible in every single way!


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  8. sherry wakeford says:

    I was told by the representative that Cayan cc processing service worked with my present software so I signed up. He called the next day to tell me he made a mistake and it did not. He said he would cancel my application. My bookkeeper noticed a year later that Cayan continued to charge my account a total of $728.60. They have acknowledged the mistake and promised a refund. 9 months later still no refund. Every time I speak to a customer service representative, I’m left of hold for 30 minutes to one hour, then disconnected. This is a SCAM.


    From The Editor
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  9. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  10. Richard Stone says:

    They have overcharged me excessive fees for years and now they didn’t make a deposit for money they owe. What or that they owe isn’t a dispute, but instead of depositing the money in my account they are going through a never ending “several phase investigation” that never ends as to why I didn’t receive the funds. They blame a third party for the funds whereabouts, but that isn’t who my account is with and they just need to fix this issue and deposit the money to my account.


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  11. S. says:

    worst company ever..
    0 customer service….

    1. G. says:

      They Keep on charging, No customer service…15 people picking up the phone and nobody is resolving the issues..ANYNAY

  12. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  13. William S says:

    Signed up with Cayan waiting 10 days after approval for creditals for authorize.net and the Cayan portal. Im off and running. Then I inquired about adding some products to my site which they consider High Risk. I did not add the products to the site – just an inquiry. I was immediately canceled without notice and without explanation. All decisions are final – I couldn’t appeal this action.

    So after investing time, money and building my inventory it has been a complete waste.

    DO NOT USE CAYAN – THEY ARE A FRAUD AND WILL CANCEL YOU WITHOUT NOTICE FOR ASKING SIMPLE QUESTIONS.

  14. Tommy Loren says:

    ONE STAR *
    Stay Away! I have not had a deposit in 2 weeks. They are putting me out of business. Please look for a better processor.

  15. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  16. Samuel Adnani says:

    I inquired about getting a terminal for my credit card customers and found my self being ask all kinds of personal questions and after answering they do not believe anything from all legal documents about my business. I tried to work out however the moment they speak to you they suspect about their customers. They are very unprofessional company.
    They are rude and they always suspicious about informations given to them. They run you around and never give you any reasons if any document is necessary to get approval prior taking applications. They told me they will run soft credit and lying and running hard inquiries to damage your credit score.
    Extremely waste of time to deal with this company naming Cayan. They have no respect to their customers. Unprofessional conversation and do not know who really is looking to your business application. It is a rip-off company and they are very rude and damaging to your credit inquires. Stay from these low class unprofessional people for your business needs.

  17. Raik says:

    Just got an e mail from Cayan they are closing the account, no notice, other than the e-mail. E-mail states that the account will be closed in two weeks. However cannot log in or anything. STAY AWAY FROM THIS COMPANY. I do not know how this company has received 4 stars since all the reviews are below 3 and most are 1. There customer service is pretty much useless.

  18. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  19. Ray says:

    Worst possible administrative service since day one! Mistakes with my business name, and my bank account. Slow to respond to inform me of such. Two months later they are missing paperwork that I emailed to them 10 days ago. Pulled the plug. For me this was horrible. I would think twice before using this company.

  20. Rita C. says:

    This company seems slimy. Their agreement/application contains contradictory information. In one section, it states they do not have early termination fees if you terminate before the 3-year contract ends. However, in another section, it states they do have fees for early termination. When questioning their employees about it, I got the runaround. They refused to have me speak with the CEO. Buyer Beware!

  21. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  22. Margaret Doner says:

    They continue to take unauthorized money out of my checking account each month, even after I called and was told the account was cancelled. I smell a rat.

  23. Donna says:

    All I can say, is that you had better beware of this company. I would never use this company again. Their service is terrible and they take your money and run.

  24. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  25. Tom says:

    Cayan (previously Merchandise Warehouse) was our processor until 2014. In June of 2016 we began to receive monthly charges from them. Our CPA did not figure out the charges until July 2017. They were debiting a monthly amount from our account and we were no longer using their service. We called to reconcile the situation and was put on hold for 40min. The representative said our account was not closed which is fraudulent as we did not receive any charges from dec. 2014 until June of 2016. They would not allow us to speak to a supervisor, continually put us on hold and would not resolve the problem. I would suggest to be very AWARE.

  26. Element One Studio says:

    Horrible, Horrible customer service. They never reply to specific questions I ask. They are a actively depositing my money into the wrong account even though I provided the new account information along with multiple documents they keep requesting. I have requested a phone call from a human being multiple times with no luck. I plan to take action as this is costing me thousands of dollars.

  27. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  28. Neil Z. says:

    This may run a little long so bare with me.

    The whole issue started last week when I got a notification from my bank about insufficient fund in my account and my checks are bouncing. Confused as I was since I run a restaurant business my money should be deposited nightly into the account. When I go check the balance I found since I recently switched to Cayan as my processor on May 25th, none of my transactions as been deposited into my account.
    This is where the nightmare begins
    So I called into Cayan on their customer service and explained my issue, it turns out when the sales rep was setting up my account they had mixed up my bank account number completely and has been depositing money into into someone else’s account. That’s almost 50k in transactions that’s wrongly deposited. Well ok simple, let’s just fix the bank account so I can get my money properly deposited in the future and get this wrongly deposited batches back into my account. Turns out is not that simple, at least not for Cayan.

    The customer service asked me to fill out a bank change request form and needs 2 to 3 days to get that changed. Meanwhile, my bank balance is at an absurd -30000 and I’m being charged all kinds of fees for the bounced checks and overdrafts. I asked to speak with a manager who can handle my case and get this done more urgently since it was beginning of the month and I have to pay rent, pay my suppliers, and pay salary to my employees. However, the way Cayan’s customer service is set up they do not allow their floor managers to even speak to customers, even though they are right there. Customers can’t be transferred to any manager’s direct line either since the CS center is located in Ireland and they don’t have direct contact with their American headquarters.

    The only way to get any sort of resolution is to wait and wait and wait until someone in the management level feels like talking to you. For me that took 4 DAYS of begging and yelling over the phone for hours on the end to get a response from their Boston headquarters. Yes it truly took 3 days for them to change a bank account no matter how much you emphasize this is an extremely urgent matter, no matter how much you repeat to them that Cayan is royally screwing over my business and that I can’t pay anyone because I have a negative balance. The give ZERO FUCK about your life and will constantly try to pin the issue on you the customer.

    The story doesn’t end when you FINALLY get into contact with a manager, apparently it’s going to take 6-7 business days for them to get my money back. Just like their customer service reps, the managers are not much better, zero care for my issue, going by the script answers basically just telling me my issue doesn’t matter and I just have to wait. No sense of urgency at all in handling my case and does not respond to e-mails.

    If you are in the market for a credit card processor, don’t bother with this pathetic company that advertises themselves as having excellent customer service. Pretty much any other company would have handled my case immediately and started the refunding process on day 1.

    TLDR: CAYAN screwed up my bank formation and deposited my money to wrong account. Called in to fix the issue, took 4 whole days and hours on the phone to get on a phone with a manager who can handle my case and 1 week after I called in my refund process is just starting, which takes 6-7 business days. My business is being ruined by this shitty credit card processor.

  29. Never with Cayan. Bait & Switch tactics and also they charge your account without your authorization. Be careful and do not pick this company. They will screw you and your company.

  30. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  31. It is a nightmare to deal with Cayan. If you want to get your company and yourself into trouble go ahead and deal with them. They use bait & switch tactics. They charge your account without your authorizations without any agreement. They have taken out over $800 dollars out of my account without any agreement. Beware. It is a nightmare to contact them and average hold is about 4 hours to talk to someone. Go ahead if you are looking for trouble deal with Cayan. I just do not want the same happen to some one else.

  32. M. Ashley says:

    Cayman has the worst customer service. Once you sign with them it is impossible to get a good customer service. I have many complaints but here are a couple: My device no longer worked because they their system changed, they wanted me to either downgrade my phone or buy a new device from them which they refused to give for free- or pay the additional fees for key in transactions. They never bothered letting me know that heir system has changed so when I was not able to run a charge and or get a hold of their customer service and keyed in the transaction they were not willing to credit my account with the additional fees. Then back in February most of my clients paid with checks and I had one transaction of $400 which they charged me over $50 fee. Yes. $50 fee for one $00 transaction. Is that even legal? three days later after leaving voicemails and sending emails to my Cayan rep who his voicemail had his first and last name and his emails did not bounce, I was finally able to speak to someone. They said I did not get a response because my rep is “no longer with the company” to my question why his voicemail is still with the company Cayan had no answer and they refused to credit me for thcrazy amount of 12% for one transaction. If I had known and or was able to get a hold of someone I could have asked my clients to use a different form of payment but 3 days later would not be professional. I just called them now to ask for them to give me a dollar amount fee for a transaction of $750 in case that would be my only transaction for this month bt their rep refused and just kept saying “it will be just what in your contract” when I insisted on getting a dollar amount he still refused. I highly recommend to not do business with this company. Their reps are hardly ever available during business hours so if you run into a problem while your clients are next to you, you are out of luck. No one seem to care about you.

  33. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  34. Joan Hayes says:

    I cancelled my account in December of 2016 and am still getting an automatic withdraw from my banking for billing. I have tried numerous times to get this resolved and get the same response that it is being corrected. It is not… this is unauthorized and illegal .
    I am now to the point of contacting my states banking and insurance commission to file a formal complaint for illegal banking.
    I would highly recommend any business to not work with this company.

    1. Margaret Doner says:

      Same thing is happening to me!

  35. Jenny says:

    I’m not sure if they are scammers, but for sure they are abusive and have a terrible outsourced customer service.

    – You ask for A and reply with copy paste answer for B, days later.
    – Rates are incredible high
    – Absolutely no details on reports of transactions
    – Chargeback paradise, they love to charge you the $25 dollars for any attempt for claims, even if you win and proof that you delivered signed for services, AVS matched, etc..
    – Incredible hard to talk to customer service that will not keep you on hold or transferring you from place to place.

    Plenty of other services to choose from, stay away from Cayan. Bad Review everywhere

  36. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  37. Jena says:

    Since day one we have not had money transferred into our account the person who set us up set us up all wrong everything was wrong so now were paying for it. We’ll be on hold for several hours and it takes days/weeks to fix one issue only to lead to a new issue. This is a pathetic company very un-professional. The workers don’t know anything about what they’re doing and you can barely understand them in the phone. It’s been 2 months on going with out problems with the company. The supervisors know about as much as their workers. So pathetic
    Do not go to this company you will be very unhappy

  38. Andrew G says:

    THIS COMPANY SUCKS! They debited my account without my permission for an INVALID charge! Waited on hold for 30+ minutes and they didn’t resolve anything.
    Do NOT use them.

  39. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  40. G Gruen says:

    With guidance from a helpful sales rep, I signed up with Cayan at rates far more reasonable than I was offered from other credit card processors. But, to my surprise, additional monthly charges of $29.95 were made against my bank account. I was never informed by the sales rep that I’d be responsible for those additional charges. I feel like I got baited and switched. Watch out for these people!

  41. Mike Swope says:

    Worst technical service I’ve ever experienced with a card processing provider. More than 5 hours on the phone to resolve what should be a simple problem, IMHO. Techs have foreign accent, so I suspect they are not native English speakers and thus have difficulty understanding the problem as expressed in English. I am currently on hold. If the problem is not resolved with this phone call, we will immediately cancel our service with Cayan. Up to now, have been fine. Too bad falls short on technical support and communication.

  42. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  43. Dan McFalls says:

    Every interaction I’ve had with this company has been a huge disappointment. They say one thing and mean another or are just plain speechless. My recent beef is the new AMEX arrangement. I don’t want it. It clearly states that I can opt-out on the back of the letter. I called and was told there is no such option. Only to cancel accepting AMEX. That is my next step since AMEX has been such a pain in the butt. Then leave Cayan next.

  44. Too expensive and can not get rid of this company. Going on 9 months now. Each time you call they tell you its the last service charge I’ll get because I cancelled after the 3rd. They are very polite on the phone because they know they are stealing your money. They say you’ll get a confirmation e-mail but it never comes. I’m sure they all laugh out loud when they hang up.

  45. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  46. sam kar says:

    This company is a fraud, stay away!! They have held my credit card depots for over 3 weeks and claim its to cover a chargeback on the account, however my deposits have passed the charge back amount and they still will not release my funds. I have called over a dozen times and they have insured me that they will be mailing me a check which amounts to about 5k however I have not received a check. every time all call customer service, they have a weak phone connection, provide terrible customer service, have to wait on hold for hours, and they promise to resolve my issue and never do.
    Pretty certain their business model is a fraud and illegal STAY AWAY!!!

  47. We’ve been using Cayan (formerly Merchant Warehouse) for probably 13 years. We really like their online processing portal. It works much better than the expensive software that we used to have to keep on our computers. We process mostly card-not-present transactions.

    They have a few shortcomings. Wtih all their fees combined, I’m paying 4% to 5% on about $300K gross. That’s probably pretty hight, but I’m good with paying a little bit of a premium since they have the online portal, and I don’t have to install software on every computer. I haven’t noticed one of those surprise wierdo fees like Merchant Warehouse used to do all the time since the switch to Cayan.

    They are not efficient at relaying information in charge backs, leaving us flying blind on retorts, but chargebacks are rare with us.

    When they moved over from Merchant Warehouse to Cayan, their automatic billing contracts for weekly charges stopped running correctly. Customer service was very pleasant and pleasantly Scottish, but utterly inept and way too willing to make me waste my time. We overcame the the problem simply by deleting and re-entering the transferred contracts. But I will never get the money back I lost for the months that 25% of my weekly fees were randomly not running and not throwing any sort of alert.

    For recurring billing in their online system, if a card expires, the system simply turns off the contract with no email notification. You have to learn – with no manual – that there is a window tucked away in a a sub-menu of a sub-menu showing suspended contracts. Otherwise, you just go on providing service assuming that if there was a problem with a charge, the system would send you an email the way you checked the options. So over the course of several years, I lost a lot of money that I will never get back until we caught the systems oddity and learned to log in and check for expired cards monthly. It makes zero sense that their system would suspend a number of your billing contracts and not throw an email alert (like it does for successful or declined billing).

    Over the years, I’ve lost a very, very small percentage to weirdness in Cayan’s online portal, but they provide me a better rate than my last merchant, more convenience, and savings in software.

  48. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  49. Nicole says:

    Cayan has misdirected over $10,000 of my money. Neither my rep nor a supervisor nor anyone at Cayan with the authority to recover these funds has called me to correct the error or initiate recovery. Cayan has known about this error, that someone at Cayan made, for 15 days.

  50. Angela Sinnett says:

    STAY AWAY! This is a horrible company to do business with and their customer service is atrocious. I’ve called 4 times this week, each time I asked to speak with a manager. They said they would open a case for a manager to call me back. Not only did a manager not call me back, the request wasn’t documented. After the 4th phone call, 1 customer service representative gave me the option to refund a portion of the money owed OR open a case to speak with a manager. Again, horrible customer service!

  51. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  52. Kalyan Mantri says:

    Worst service and never refer this to anyone. They charge your account with all unnecessary payments without your notice. This is so fraud. Never ever recommend to anyone. Please be safe and think twice before going to this provider. People working here are irresponsible and doesn’t know how it works either. They are dumb asses. They charged my account for almost $300 for just 3 months which should be actually $21. When I asked they said sorry and never refund it. Never ever go for this provider. Go for someone else other than CAYAN.

  53. Marius says:

    They constantly experience “technical issues” which result in THOUSANDS of dollars being unaccounted for. I have now experienced a delay in funding 6 times in the last 5 weeks. Every time i call in for support their phones are answered my Scottish customer service representatives that how now sense of customer service of understanding of what is going on with your account.

    I have been blatantly told incorrect information several times, and I am still missing over $6,500.00 from the weekend.

    I have called several times and still can’t get a reasonable explanation for the delay in funding.

    It seems like they hold onto people money for the typical “Rob Peter to pay Paul” scheme.

  54. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  55. Michael G says:

    I have never worked with a company with such horrible customer services. Getting started was fine, fee’s were explained, and the process when smoothly. Soon the charges kept coming in, and they were not at all what i had thought they might be. Customer service is pathetic. Tried to close my account, only to be told I they would review to see if they could provide a lower cost option. Never heard back, the fee kept coming in. Called to cancel again, and thought I was set up on a new program. But that never happened, but the charges kept coming. Signed the papers once again, nothing happened. Finally after several months, i called, someone actually answered, and he sent me a form to terminate and I gladly agreed. Hard to believe they are still in business.

  56. Brian says:

    I definitely would not recommend Cayan. Some of their reps are great and knowledgeable and some are not at all. My sales rep said he would contact me after the account was set up, but he never did. I also emailed their risk department about what I thought was and turned out to be credit card fraud and they never even responded.

    If you can get someone who actually knows what they are doing (there were 3 or so out of like 6) they are good and everything’s fine, but otherwise you might end up like me and spend way too much time trying to figure out what the hell you are actually supposed to do or who you’re actually supposed to talk to.

  57. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  58. Once you opened an account with them, they completely ignore you. I have been trying to change my account number, it’s been more than 2 month and I’m calling everyday to find out same answer ” 3-4 business days”.
    No one is communication with each other, information we need to send multiple times. Every rep. of this company is” trying” to help with the same answer. When I asked to speak with the supervisor, there is no supervisor, he will call you back. Never heard back from anybody.

  59. John kalabich says:

    We where unable to process credit cards for 2 days because Cayan did not pay their isp Renewel I know this effected my software supplier which made us switch to them for the new cards. Their telephone developed a problem almost at the same time. Or didn’t want to answer the mass amount of call. That my take of it. I have called them on previous occasions and they did not call back as the said. Not a company of their word if you use them put a backup system in place. Don’t wait on them. Also equipment purchased from the showed up 5 months late . After telling my software company I was going to leave they showed up from Cayan in two days. They make promises they don’t keep.


    Are you with Cayan? Learn how to resolve this complaint.

  60. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  61. Tom siatkowski says:

    I’ve had nothing but bad results with this company, I’ve been trying to receive my funds and it’s been 5 days and still not in my account. Every time I contact then I get a different excuse in a different run around I’m starting to believe this company is not on the up and up


    Are you with Cayan? Learn how to resolve this complaint.

  62. David King says:

    So I called Cayan to get a quote for processing my credit cards for our company. Now I have been processing credit cards for over 23 years. I HAVE NEVER BEEN SCREWED THIS BAD EVER! They quoted me a rate of 1.7% to a max of 1.9% – so I told them my first transaction would be $16,400 and the gave me the cost of about $350 for the fee. WELL 10 days later they took $614 out of my account. I called and then the run around started. I called customer service and they said – this is the rate due to the amount of the charge. Then I called my sales person and he did not call me back, then I sent emails and finally the sales person sent me a generic email for me to call customer service. I called customer service and they were very nice, but said they would have to send my rate issue to a supervisor. Well she called me back and left me a message and said “this is your rate”!

    So the message here is if you want to get SCREWED then sign up for CAYAN!

    DO NOT USE THIS COMPANY. If you do not think my story is typical, go online and review the HUNDREDS of people that have been SCREWED by CAYAN!

  63. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  64. Jeff D. says:

    Our card processing machine failed. After 6 weeks of excuses why they could not get one to replace it we went with another company. How many businesses can go 6 weeks without taking a charge card. Fortunately our customers were understanding. Terrible customer service, minimum 20 minute hold time, phone transfers to an answering machine with no return calls.
    Save the head ache. Go with a company that actually gives some customer service.

  65. Trung Le says:

    Bad service
    We have merchant service with Capital Bankcard/Merchant Warehouse. Now it’s become Cayan. No issue with billing but service . Anytime we need help from customer service or tech support , we are waiting from 45 minute to 1 hours and half. Time so important for every business but Cayan does not care . Our customer waiting long time for check out. If you call tech support customer service will pick up phone after15 minute then ask you some information then you will continue wait for tech up to 1 hours. If you want trouble with your business go with Cayan. They alway liar for them bad service by ” demand call ” , right now demand call because EMV chip card . It’s mean Cayan not ready for EMV that’s why demand call. My friend go with total merchant or heartland just call them they will pick up your call within 15 minute . When you need Cayan sleep at Boston and you will waiting until they wake up. Call agent, he is coming right away. But he have agent support line , he call them still same . Bad service

  66. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  67. Chris says:

    Do not fall for anything a rep tells you unless you get it in writing from the start. We were told we would get certain rates only to find out later that we have been paying DOUBLE the amount we thought we were. There are so many hidden fees and overall no pricing transparency what so ever. Avoid this company to save your hard earned money.

  68. Annette says:

    This company does not answer voice mails or emails in a timely manner. I ordered a new credit card processor over a month ago and still have not received it. I was told that it is programmed but has not shipped out, and they were unable to tell me when it would ship. I would strongly suggest to seek out a different provider.

  69. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  70. Megan says:

    NEVER NEVER NEVER go with this company!!!! Worst customer service EVER never mind that they overcharged us for our monthly fee!!! By about $70! Will NEVER be using them again!

  71. Linda says:

    DO NOT GO WITH THIS COMPANY! I have been with them for 2 weeks now and I have spent at least 6 hours on the phone with them. They are telling me I sent them the wrong bank account number (I sent them a voided check twice!) It has been now 2 weeks and I have none of the money my company has charged in my bank account! I have been in business for 15 years and I have never dealt with such incompetent people in my life.

  72. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  73. Joe says:

    Do not use this company, after u close ur account they will keep stealing your money from your account. Do not make business with them. And for you to claim the money will be a big fight.

    DO NOT USE CAYAN > If you hear from a sales representative called ( THOMAS )

  74. The technical service staff is very polite but have absolutely no idea about helping you with problems. They are also located in Ireland and it is somewhat difficult to understand their accents. They do however know how to put you on hold for extremely long periods if time listening to the same horrible song on a one song loop. We are changing processors tomorrow due to their incompetence.

  75. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  76. Robert June says:

    WORST! – Cayan just wants your money. Don’t turn your back on them, because if you have a dispute with a client, this company will not stand behind you. They go to great lengths to get business, but then throw up a phalanx of detailed hurdles you must jump just to talk to them. They always send you to the same “complaint” department, where there is a continual stream of folks who well tell you why they don’t help . . . just take. I swear, you gotta look out for those fast-talking salesman at Cayan (formerly Merchant’s Warehouse).

  77. After working with them for three month, they suddenly e-mail me a letter that we have determined that your account should have never been open. They are one of the worst Credit Card Companies around. RUN – JUST RUN Away….

  78. Eliminate hidden fees and mistakes without switching merchant accounts. Get a free statement audit today to see how much you are overpaying.

  79. Catherine says:

    All of a sudden, they took a large amount of money out of our business bank account. We called, and they tell us yea we agreed to all of these random fees in our contract. NO we didn’t. Bad customer service. The certain customer service rep they only want us to talk to never works. He is apparently always told to call us back and never does. Fees up the ying yang. Not convenient to get credit card swiper. Huge fee for that, hope it works for your specific device. They c an’t answer questions about things posted on their own company website. Not worth the headache at all. They will tell you they only charge certain fees, and then slap you with a huge bill and tell you that you agreed to it. Cancelled and switching to a totally different provider. Would NEVER recommend to anyone else.

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