Electronic Funds Source LLC

In response to the complaint filed by [redacted] regarding his inactive account, we would like further explain the situationAfter a certain amount time of inactivity on an account, we are required by law to send any unclaimed property to the state treasury departmentPrior to sending any unclaimed property to the state, we issue a notice to the customer allowing them the opportunity to retrieve the funds directly from usThis year, we have outsourced this function to a third party, Ryan LLC, who sent out the customer noticesIf the funds are retrieved using the third party company, the customer is charged a 15% fee by the third partyEFS does not charge any fees or receive any part of the 15% fee charged by thethird-party company, Ryan LLC.Alternatively,the customer can contact the Accounts Payable department directly at [email protected] or (207) 523-and receive the full amount of the unclaimed property without incurring any feeswhatsoever.Even if the customer does not retrieve the funds within the time permitted, EFS does not keep any portion, but rather turns the funds over in their entirety to the state, and the customer can then retrieve the funds from the stateUnfortunately, our customer service staff wasn’t familiar with the new process during the time of Mr [redacted] ’s callSince then, we have issued an internal memo to all Sales, Account Management and Customer Service employees addressing the new process and how to properly explain to any customer inquiriesAfter receipt of this complaint, our Director of Client Relations, Nicole O***, has attempted to contact Mr [redacted] multiple times at the telephone number provided without successWe would like to work with him to better explain this new process and provide the full amount of the asset directly to himWe will be sending out this response to the customer via US Mail as wellShould he want to discuss further, please contact Nicole O [redacted] directly at We sincerely apologize for any inconvenience this may have caused

This commercial card account was funded with $1,on March 15, Of that amount, $was reported to EFS by the customer as potential fraudulent activity with respect to the customer’s account on March 16, 2017. EFS promptly opened an investigation of the claim. EFS informed
the customer that the investigation may take up to days to complete. Pursuant to the relevant commercial account agreement, any purported fraud is the responsibility of the account holder unless and until an investigation confirms that the transaction(s) were in fact both fraudulent and reimbursable. EFS completed its investigation on March 27, and promptly reimbursed the full claimed amount of $There were no additional claims of fraudThe remaining balance of $from the initial $1,was applied to apparently legitimate transactions made by the customer (and with respect to which the customer has not claimed any fraud)If the customer has any additional questions, our customer service department is available at 1-888-824-

In response to the complaint filed by [redacted] regarding his inactive account, we would like further explain the situation. After a certain amount time of inactivity on an account, we are required by law to send any unclaimed property to the state treasury department. Prior to sending any...

unclaimed property to the state, we issue a notice to the customer allowing them the opportunity to retrieve the funds directly from us. This year, we have outsourced this function to a third party, Ryan LLC, who sent out the customer notices. If the funds are retrieved using the third party company, the customer is charged a 15% fee by the third party. EFS does not charge any fees or receive any part of the 15% fee charged by thethird-party company, Ryan LLC.Alternatively,the customer can contact the Accounts Payable department directly at [email protected] or (207) 523-7057 and receive the full amount of the unclaimed property without incurring any feeswhatsoever.Even if the customer does not retrieve the funds within the time permitted, EFS does not keep any portion, but rather turns the funds over in their entirety to the state, and the customer can then retrieve the funds from the state. Unfortunately, our customer service staff wasn’t familiar with the new process during the time of Mr. [redacted]’s call. Since then, we have issued an internal memo to all Sales, Account Management and Customer Service employees addressing the new process and how to properly explain to any customer inquiries. After receipt of this complaint, our Director of Client Relations, Nicole O[redacted], has attempted to contact Mr. [redacted] multiple times at the telephone number provided without success. We would like to work with him to better explain this new process and provide the full amount of the asset directly to him. We will be sending out this response to the customer via US Mail as well. Should he want to discuss further, please contact Nicole O[redacted] directly at 801.624.4925. We sincerely apologize for any inconvenience this may have caused.