LendUp

July 31, [redacted] Re: Case Number - [redacted] Dear [redacted] ***, Flurish, Inc., dba LendUp (“we,” “us,” “our”) received your complaint dated July 18, In your complaint, you state that you submitted an application for a small loan with LendUp around June 19th 2017; after you provided your personal information, you were asked to verify your email address You also indicated that subsequent to verifying your email, when you logged back into the account, you were provided a message indicating that LendUp’s website was having technical issues and would be back online momentarilyYou state that your account has still not been fixed and you would like an explanationWe have completed our research into the concerns you raised in your complaint, the details of which are outlined below On June 13, 2017, you submitted an application for a single payment loan Typically, when loan applications are submitted to LendUp, data providers used by LendUp verify the information submitted in order to process a loanUnfortunately, it appears that there were technical difficulties during your loan processing, and our engineers were asked to identify the cause Since then, and unrelated to your application, LendUp had to make some difficult business decisions relating to its loans; and as of July 19, 2017, LendUp no longer offered loans in the State of Indiana As a result, we were required to decline your application We sincerely apologize for the technical problems that prevented your application from being processed, and our subsequent news relating to loans in the State of Indiana Please know that LendUp did not perform a credit pull with credit reporting agencies, and LendUp abides by laws and regulations requiring personal information to be kept private Again, we sincerely apologize for the circumstances relating to your application and hope that you are able to secure the loan you wanted Sincerely, /s/ Compliance Department Flurish Incdba LendUp [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We appreciate Ms [redacted] explaining her issueWhen a customer completes their loan application using the Instant Funding option, we send the funds immediately to the bank with the instructions for the bank to deposit the funds into the account tied to the debit cardOn Ms [redacted] 's account, we see that the credit transaction was sent successfully from our side the moment she completed the applicationIf the bank held the funds or there was a delay in releasing the funds, that is on the bank's sideOnce we send the funds with the explicit instructions to deposit immediately, we have no jurisdiction over the bank's processing timesWe would be more than happy to have a three-way call with the bank in order to gain more informationMs [redacted] may contact us at X-XXX-XLENDUP in order to initiate this Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will give them the number to contact the bank or they can contact me, I'm not going to do any more contactingI have contacted both parties and each one telling me to contact the otherSo Lendup needs to contact me Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2016/01/06) */ Again, our system has shown that the credit funds were sent successfully from our side the moment the application was completedAny delay in receiving the funds would have been a result of the bank's internal systemNote that we did not charge Ms [redacted] an additional fee for the Instant funding option and we have asked to hold a three-way call to the bank to discuss further Final Consumer Response / [redacted] (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say that they would hold a three way conference with the bankBUt I need a direct number from lendup, not a voicemail where I have t wait on someone to call me backIn my response, I left the number so they can contact the bankBecause I have a job and I just cant wait until they decide they are going to contact me back

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Thank you for describing your issuePlease send us a message to ***@lendup.com and a representative will follow with you as soon as possibleFor the quickest response, you can send your message from the 'Contact Us' form after signing in to your account

August 14, [redacted] Re: LendUp Case #: [redacted] Dear ** [redacted] , Flurish, Inc., dba LendUp (“we,” “us,” “our”) received your complaint dated August 9, In your complaint, you indicated that you have been approved for a single payment loan in the amount of $240.00; however, you have not received the funds You also mentioned that you were not able to reach customer service, and they would not call you back We have completed our research into the concerns you raised in your complaint, the details of which are outlined below First, we regret that you feel you were not able to reach customer service Our records do show that our customer service representative attempted to reach you in response to your calls on both August 7th and 8th, 2017, and left messages On August 8, we note that you were able to speak to our customer service representative who researched your account It was determined that you had entered incorrect bank account informationThe bank account information provided on the application must be accurate in order for us to fund the loan Unfortunately, since you provided incorrect account information, we cancelled your loan transaction in accordance with our policyYou are not responsible for the loan We apologize for the inconvenience and for not being able to complete your request at this timeYou will receive a notification from us via email once you're eligible to re-apply and request another loan Sincerely, /s/ Compliance Department Flurish Incdba LendUp [redacted] ***

Initial Business Response / [redacted] (1000, 16, 2015/08/20) */ We would be more than happy to discuss your issue in more detailPlease contact the support team by sending us a message from the 'Contact Us' page after signing into your LendUp accountAlternatively, you can send an email explaining your issue to ***@lendup.com Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did what they have asked already which is why I made the complaint in the first place, they ignored my complaint and said there was nothing they could do for meThey are scammers, and they have info about meTheir security questions are false, they asked which questions were true about my home loan, and I have NEVER had a home loan!!!!!!!!! This company refuses to work with me!!!!!! Final Business Response / [redacted] (4000, 29, 2015/10/19) */ Again, we advise the user to sign in to their dashboard to view the Adverse Action notice which will give the consumer information regarding the loan decisioningThe notice will provide contact information for any data providers used to decision on the loan and these providers will be able to provide additional information regarding verification Final Consumer Response / [redacted] (4200, 31, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no response here that is any different from when I first opened the case to the Revdex.comI will just leave it aloneThis has gone on far enoughThat company is stupid, and their security is [redacted] , and if a company can not give loans based on past history of paying back loans, or SS# and D.O.Band other private info, then screw them!

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ If [redacted] would like to discuss this matter in more detail, she may send us a message from the 'Contact Us' form or send an email to ***@lendup.comNote that we have been in contact with her on multiple occasions and have explained all of the next steps required on her end in detail

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ When choosing the 'Instant Funding' option to receive funds, we send the credit transaction to the debit card that is entered on the applicationThis allows us to send the transaction immediately without needing to wait the standard processing period associated with ACH bank account transactionsThe customer is given this option but it is not a mandatory step on the application In this case, Ms [redacted] provided her debit card information and went on to fully complete the applicationOnce the agreement is signed and completed, we send the funds to the card on fileUnfortunately we have no way of knowing if the account tied to the card is being investigated by the bank or if there is a hold placed on the accountOnce the transaction is sent, we cannot reverse it We have advised that Ms [redacted] follow up with her bank to have them release the fundsShe has stated that the bank did see the credit transaction come through but that they put a hold on itAs we cannot reverse the transaction on our side, it is on the bank's side to release the funds Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whether or not the correct bank card number was on my file or not, the correct bank account number was and if the card that LendUp sent it to does not go to that bank account then the advance should have been sent to the bank account on fileAs I stated, I called Custer service immediately after not being able to change my card number on the website and they do not answer and will call you back at their convenience which in this case was after p.mwhen the bank had closed and they had already completed the loan processI tried to give them the correct card number and because they don't respond til hours later, is the reason they were not aware of the card number changingThe bank account should have been usedThe account it was sent to will not give me the funds that LendUp put in there because the account has had fraudulent activity and has been frozen for over monthsThey will not allow any transactions from that accountCommon sense...if the bank account number was changed by me then the bank card number would be different too but because they will let you change one on their website but not the other one, I am having to pay for the mistakeWhy would you be able to change your account number on the website but not be able to change your card number? Then by the time customer service calls back hours later, it's too lateThat's not fair to me! Final Business Response / [redacted] (4000, 9, 2015/12/14) */ As stated previously, the credit transaction was sent immediately once Ms [redacted] had chosen the method of funding (by debit card) and signed the loan agreementWe sent the credit transaction to the debit card entered and we are not alerted to the status of the bank account tied to the cardIf the bank account was frozen, it is the jurisdiction of the bank to release the funds to the consumerWe are not able to reverse a transaction once it is sentIf Ms [redacted] would like to a hold a three-way call with the bank, we would be happy to do so

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ We apologize for any difficulties in speaking with a representativeWe see that we attempted to call numerous times (including today) but have only been able to leave a voicemailWe have also requested that [redacted] request a call-back, however we are not seeing any requests coming in recentlyThough we do service over email for most issues, this particular issue will need to be discussed over the phone as it pertains sensitive information In general, we are not able to delete any application that is started in our system for compliance purposes, however a customer can decide to discontinue it at any point should they chooseIt will remain inactive in our system under bank level security and no action will be taken on the accountWe hope that this information helps

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ The customer contacted LendUp directly and, while praising the quality of our product, brought this issue to our attentionWe have investigated the matter and discovered a technical glitchWe are working diligently to remedy the issueIn addition, we have contacted the customer and advised him of our effortsWe would like to thank the customer for his kind words and assure all of our customers that their satisfaction is our top priority

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for explaining your issuePlease send us a message from the 'Contact Us' form after signing into your account and a representative will get back to you shortly to discuss the matter in detailWe look forward to hearing from you
soon

Initial Business Response /* (1000, 16, 2015/09/09) */
Thank you for explaining your issueWe would be more than happy to discuss your concerns in further detailIn order to address your issue directly, please send an email to ***@lendup.com and a representative will follow up promptly
Initial Consumer Rebuttal /* (3000, 18, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't solve anythingAsked me to email them, at an email address I've emailed before and never got a response
Final Business Response /* (4000, 20, 2015/09/22) */
Again, we would be more that happy to discuss this matter directly as it involves sensitive personal information that is not suitable for this forumPlease send an email to ***@lendup.com describing your issue and providing your preferred contact information and we will follow up as soon as possible
Final Consumer Response /* (4200, 22, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not resolve the matter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this information gathering, on their part, is satisfactoryHowever I would like to establish the fact that a charge back by my institution should not have been
performed and if performed LendUp should have made this known to me directlyWhether via email or via a notification on my accountTo call and email the company repeatedly with no resolve is unacceptable. Sincerely, *** ***

See Attached

Complaint: ***I am rejecting this response because: The company never communicated the problems, I had to be the one to contact themIt shouldn't take engineers of a technical department more than weeks to resolve a problemProblem was never resolved and finally they come back with "we don't do business in your state anymore" I would highly recommend staying away from this company no matter what state you are in
*** ***

Initial Business Response /* (1000, 5, 2015/10/16) */
We apologize for any inconvenience caused to the userIn general, when a payment is returned by the bank, the user is not awarded any points (none are taken away)If there are any changes to the bank account or the funds may not be available,
we ask that all customers contact us before the due date in order to allow time for any changesUnfortunately the user did not contact us until the day that the loan was due, so the automatic ACH transaction had already been sent to the bank for processingFor the confusion, we have added points to the user's account, but unfortunately we will be unable to provide the full amount

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for explaining your issuePlease send us a message from the 'Contact Us' form after signing into your account and a representative will get back to you shortly to discuss your issue in detailWe look forward to hearing from you
soon

Attn: *** ***
** *** *** *** ** ***
***
Re: Case Number - ***
Dear *** ***,
Flurish, Inc., dba LendUp (“we,” “us,” “our”) received your reply complaint dated August 8, 2017, and you indicated that you have rejected our response to your original complaint dated July 18, 2017; you feel that LendUp never communicated the problems to you and that it should not take our technical department more than five (5) weeks to resolve a problem
Please know that we do regret that you experienced difficulties relating to your application process. LendUp takes complaints such as yours very seriously, and we will be using your feedback to create a better experience for our customers.
Again, we sincerely apologize for the circumstances relating to your application
Sincerely,
/s/
*** ***
Compliance Department
Flurish Incdba LendUp
*** *** *** *** *** *** *** ** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
Once the application is completed, LendUp provides an instant decision to the applicantIf you are having trouble completing the application by signing the loan agreement, we ask that you contact the support team at ***@lendup.com
You can
also sign in to your account at any time by visiting lendup.com and clicking on the "Sign in" button on the top right hand corner of the pageOnce signed in, you will be able to view your application and complete it if you have not already done soPlease note that older browsers may cause technical issues with certain steps, so make sure that you are using an up to date browser when signing in

Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize if the opt-out system over the phone is not working for youIn order for us to manually confirm your opt-out for mailings, we will need the address in which you are receiving the mailYou can send an email to ***@lendup.com with
that informationNote that we do not need you SSN in order to process this changeWe hope that this helps and look forward to receiving your request

Initial Business Response /* (1000, 5, 2015/12/22) */
We appreciate Ms. [redacted] explaining her issue. When a customer completes their loan application using the Instant Funding option, we send the funds immediately to the bank with the instructions for the bank to deposit the funds into the...

account tied to the debit card. On Ms. [redacted]'s account, we see that the credit transaction was sent successfully from our side the moment she completed the application. If the bank held the funds or there was a delay in releasing the funds, that is on the bank's side. Once we send the funds with the explicit instructions to deposit immediately, we have no jurisdiction over the bank's processing times. We would be more than happy to have a three-way call with the bank in order to gain more information. Ms. [redacted] may contact us at X-XXX-XLENDUP in order to initiate this.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will give them the number to contact the bank or they can contact me, I'm not going to do any more contacting. I have contacted both parties and each one telling me to contact the other. So Lendup needs to contact me.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/06) */
Again, our system has shown that the credit funds were sent successfully from our side the moment the application was completed. Any delay in receiving the funds would have been a result of the bank's internal system. Note that we did not charge Ms. [redacted] an additional fee for the Instant funding option and we have asked to hold a three-way call to the bank to discuss further.
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say that they would hold a three way conference with the bank. BUt I need a direct number from lendup, not a voicemail where I have t wait on someone to call me back. In my response, I left the number so they can contact the bank. Because I have a job and I just cant wait until they decide they are going to contact me back.