Kroger Personal Finance, LLC

Race St Cincinnati, OH March 1, [redacted] [redacted] [redacted] Dear Ms***, I regret the issues you had with the Visa Prepaid Card Please be assured that there is not an issue with the CVnumber on the back of the cardIn reviewing the call, I could not find where the agent said there was a problem with the security codes not matching the card numbers or that we had received many calls regarding thisI was informed that the reason the card was turned off was because it looked as it was being fraudulently used due to an address verification failure and not due to the CVcode not matching the card number However, I am happy that a new card was mailed to you on February and hopefully you have received it by now In reviewing the call, the agent could have provided clearer communication and I wanted you to know that they have been coached using appropriate feedback from the callTo apologize for that, I have enclosed a $Kroger Gift Card that is ready for you to use Thank you for your business Ms*** Kind regards, ‘ [redacted] The Kroger Co [redacted] [redacted] Enclosure: 1- $Kroger Gift Card

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11954906, and find that this resolution is satisfactory to me Regards, Tina Kemp

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint This is not true I did ask the representative if I could pay billsNow they are lying on meWith that Said I will take this a step furtherI would like this complaint to stay publicly on fileUntil I can hear the recording It is not over I know what I askedAlso I never spoke with anyone name Nancy that responded to this complaint This is the worst Pre-paid card everWarning do not I repeat do not get this [redacted] card it is worthless! Regards, [redacted] ***

Race StCincinnati, OH March 23, [redacted] Dear [redacted] , I am sorry we have not had an opportunity to discuss the complaint you made with the Revdex.com regarding your [redacted] Prepaid Debit card being closed Even though emails successfully get information to an individual, they sometimes lack in capturing tone and sentimentWith that said, I am sorry the bank closed your card but as explained in my email, they did so based on what they could see occurring on your card [redacted] has mailed you a check for $571.24, the remaining balance on your [redacted] Prepaid Debit CardHopefully; you have received it by now Since we have not had an opportunity to discuss what you feel we owe you in fuel points or rewards and to apologize for any frustration you may have experienced, I am enclosing a $Kroger Gift Card and have added 1,fuel points to your March rewardsThe gift card is ready to use Thank you [redacted] Kind regards, Nancy F [redacted] The Kroger Co Nancy.fkroger.com [redacted] Enclosure: 1-$Kroger Gift Card

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I received a phone call from [redacted] the following day after the complaint was fileNancy [redacted] , from [redacted] and I discussed the issue and she was very apologetic for their company not taking immediate action on my request back on March 1stShe said, she is had a check cut and I should be receiving the check by next Wednesday, June 15, If I don't receive the check as promised I will contact Revdex.com for further action Regards, [redacted]

[redacted] *** [redacted] November [redacted] [redacted] Thank you for speaking with me regarding the Prepaid MasterCard Debit Card and the complaint with the Revdex.com I am extremely sorry for the issues that you had with the card but I am happy that we could resolve for you in a timely manner I regret the less than stellar customer service you received at the store and when you phonedTo apologize for any frustration you may have experienced, I have enclosed a $ [redacted] Family of Stores Gift Card The gift card is ready to use at Food for Less, Ralphs or any [redacted] Family of Stores We appreciate your business Mr [redacted] Kind regards, [redacted] [redacted]

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] As they mentioned in their response, Kroger has contacted the credit reporting agencies to remove the inquiry from my bureau I am satisfied with their actionsSincerely, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Race St Cincinnati, OH June 9, [redacted] [redacted] Dear Mr***, In regards to the complaint with the Revdex.com concerning the points earned using the [redacted] Prepaid Debit Card, our [redacted] Loyalty Manager reached out to you on May but has not heard back to help with resolving this or any other questions you may have As noted in his letter to you, you should be receiving Rewards Point per dollar spent with your [redacted] outside of [redacted] stores and Rewards Points per dollar spent with your [redacted] inside of [redacted] stores You have earned Rewards Points on purchases made with the Rewards Prepaid [redacted] which does not qualify for a reward points are needed If you have any questions I may answer, please email or call me, Mr*** Thank you! Kind regards, [redacted] The Kroger Co [redacted] [redacted]

June 2, [redacted] [redacted] Dear Ms***, In regards to the complaint made with the Revdex.com concerning the [redacted] Variable Gift Card and 2X Fuel Points earned, I apologize that you were not told that the Variable Gift Cards do not earn any fuel points I am glad we could take care of this issue and satisfy the situation by adding fuel points to the May fuel balance Those points can be used until the end of June We appreciate your business, Ms ***! Kind regards, [redacted] The Kroger Co [redacted] [redacted]

[redacted] *** [redacted] [redacted] [redacted] In regards to the complaint made with the Revdex.com, I apologize regarding the issues with the Visa Prepaid Debit Card I was informed by the Visa Prepaid Debit Card Department that they did finally release your funds To apologize for any frustration you may have experienced, I have enclosed a $Kroger Family of Stores Gift Card The gift card is ready to use at King Soopers or any Kroger Family of Stores We appreciate your business Mr [redacted] Kind regards, [redacted] The Kroger Co [redacted] [redacted] Enclosure: 1- $Kroger Gift Card

555 Race St. Cincinnati, OH 45202 April 22, 2016 [redacted] [redacted] Dear Mr. [redacted] , Regarding the complaint you... made with the RevDex.com concerning the purchasing of incorrect cards, we appreciate you sending the proof of identity and address. On Monday, U.S. Bank is mailing you by UPS overnight, two checks in the amount of $997 each, tracking # [redacted] . To apologize for any inconvenience, please find enclosed a $25 Kroger Family of Stores Gift Card that you may use at [redacted] or any Kroger Family of Stores and an additional $10 gift card to cover the cost of the card fees when you purchased them. The gift cards are ready to use. Thank you Mr. [redacted] , we appreciate your business! Kind regards, [redacted] The Kroger Co. [redacted] [redacted] Enclosure: 1-$25 & 1-$10 Kroger Family of Stores Gift Cards

[redacted] *** [redacted] December 8, [redacted] [redacted] I am sorry we have not been able to talk regarding the complaint with the RevDex.com but I have been unable to reach you by phone Per your complaint, you were not able to make online transactions with the MasterCard Gift Card In order to make an online transaction, Gift Cards must be registered with a name and address This is a requirement of most vendors Also, the card cannot be used at an ATMThe card can be used at any brick and mortar establishment where MasterCard is accepted I am hoping that you have used the MasterCard Gift Card with no issues but if you did have any problems, please let me know In your dispute, you have asked for a return of the $purchase price I am happy to enclose a $Kroger Gift Card - $refund and $to apologize for any inconvenience you may have experiencedThe gift card is ready to use We appreciate your business Ms [redacted] and thank you for being a loyal Kroger customer Kind regards, [redacted] The Kroger Co [redacted] [redacted] ***

Race St Cincinnati, OH May 24, [redacted] *** Dear [redacted] ***, I am sorry I have been unsuccessful in speaking with you regarding the complaint you made with the Revdex.com concerning the Prepaid Debit Card The rule regarding holds on the Prepaid Card when a return is made has been stopped and I sincerely apologize for the inconvenience that it caused youTo apologize for the frustration you may have experienced, I am enclosing a $Kroger Gift CardThe Gift Card is ready to use Thank you for your business, [redacted] ***Kind regards, Nancy F.The Kroger Co[redacted] ###-###-####Enclosure: 1-$Kroger Gift Card

Race St Cincinnati, OH May 24, [redacted] [redacted] Thank you for speaking with me regarding the complaint you made with the Revdex.com I am sorry you did not get the help you needed with the $ITunes Gift Card and as agreed in our conversation, I am enclosing a $Kroger Gift Card to replace it To apologize for the frustration you may have experienced, I am also enclosing a $Kroger Gift CardThe gift cards are ready to use Thank you for being a loyal Kroger customer, Ms [redacted] Kind regards, Nancy Fields The Kroger Co [redacted] [redacted] ***

Race St Cincinnati, OH August 11, [redacted] Dear Ms [redacted] Thank you for speaking with me in regards to the complaint made with the RevDex.com concerning the wire transfer being rerouted from its original destination I will contact you when the store tells me when you can pick up the owed $ however; per our conversation, I wanted to send you the gift cards to apologize for this unfortunate incident If indeed you would like to purchase Identity Theft coverage, I have enclosed a $Visa that you may use for that or anything that you wish I have also enclosed a $Kroger Gift Card Both cards are ready to use and both cards do not have to be used all at once We appreciate your business, Ms [redacted] ! Kind regards, [redacted] [redacted]

This letter and gift card is going out to the customer this evening June 8, [redacted] Dear [redacted] , I regret the issues you had with the Visa Prepaid Debit Card We have confirmed with the bank that your temporary card will be deactivated and a check with a refund of $will be sent to you in the mail We estimate that you will receive it within to business daysWe will be reviewing the call and making sure that appropriate coaching is provided to that agent using feedback from the call The card packaging indicates the temporary card needs to be converted to a personalized card in order for full feature availabilityDuring the conversion your identity was not able to be confirmed and that is why the agent requested additional documentation as part of regulatory laws of “know your customer” There is also a disclosure on the package stating the temporary card is for use in the U.Sonly We have enclosed a $Kroger gift card for any inconvenience and to reimburse you for the card purchase feeThis card is ready to use and does not expire If you have any further questions please contact meThank you for being a valued customer, we appreciate your business! Kind regards, Teresa S [redacted] The Kroger Co Teresa.S [redacted] @kroger.com [redacted]

August 27, [redacted] Dear [redacted] ***, Per your most recent response to the Revdex.com concerning the late fee you received due to the holding of the funds on the [redacted] Prepaid Debit Card, I have enclosed a $Kroger Family of Stores Gift Card to cover the $late feeThe gift card is ready to use Thank you for choosing the [redacted] Prepaid Debit Card and for being a valued [redacted] customer Kind regards, Nancy F [redacted] Customer Response Manager Kroger Personal Finance [redacted]

September 21,
*** *** *** *** *** *** *** * ** ***
Dear *** ***,
Per your complaint with the Revdex.com regarding the disputed amount of $on the Kroger *** rewards card, my understanding is that the amount was credited to your account along
with the payment of $There are three disputes with charges for *** *** and *** for $10.16, $19.23, and $which equal $*** *** gave provisional credits to your account so there is currently a zero balance on your account while the dispute is being researched
I apologize if you did not receive better customer service and have asked that the agents who handled your call be spoken with regarding this
I have included with this letter a $Kroger gift card to apologize for any frustration you may have experiencedThe gift card is ready to use
Thank you for choosing the Kroger *** rewards Card and for being a valued Kroger customer
Kind regards,
Nancy F*
Customer Response Manager
Kroger Personal Finance
*** ***
Enclosure: 1-$Kroger gift card