Initial Business Response / [redacted] (1000, 8, 2015/12/30) */ Dear Mr [redacted] , We first want to apologize for the length of time it took for you to reach our Support team during what was an unprecedented number of inquiries related to the Square IPOWe apologize we did not maintain our service levels during this time According to our records, a LOYALaccount was opened on Nov13, based upon Square's invitation to participate in their IPOAdditionally, $1,was transferred as required to be considered for a full allocationSquare was expected to price between $11-$p/share but instead the final price on the evening of Nov18, was $Because it priced below the range, we were required to reconfirm that customers wished to continue with their reservationIf we did not receive a reconfirmation, those reservations would be canceledEmail and text messages were sent out at approximately 6:45pm PT notifying customers that they had until the end of the 2-hour decision window to confirm said ordersAlso according to our records, this email was delivered to the email address on file at approximately 6:54pm PT While this not ideal for our East Coast customers, LOYALdoes not have control over the timing and we apologize for the negative impact it had in this caseWhile we understand your disappointment and sincerely apologize for any frustration this has caused, we strongly believe that LOYALmade all appropriate efforts to communicate the reconfirmation requirements and provide a window of time for responseBecause we did not receive your electronic confirmation, the reservation was withdrawn and an allocation at $p/share could not be made in your accountThe $1,deposit was withdrawn on Dec1, and the LOYALaccount has a zero balance Lastly, we vehemently disagree with the claim that this offer or LOYALis a "scam." Since LOYAL3's compensation is based upon the final allocation of shares, we absolutely strive to make the process as easy as possible so that the maximum number of people can participateWith that being said, the timing of this particular window obviously added complexities to what is normally a straightforward process Again, we apologize for your frustrations and experience with our firm Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Obviously Loyal did not understand the nature of my complaintThe fact is I was never offered the opportunity to reconfirm my purchase of the SQ stock I initially hoped to getIt is very apparent that I as well as hundreds of other people who also shared the same experience were completely misled and as a result deprived of an excellent opportunity to purchase an opening stock in a company I actually use to process my small business transactionsIt was a natural fitI only regret that the company they chose to market thier stock was not up to the task Nothing against them but the customer service is below stamdards when it takes several days to get a response and have to be on hold on the phone for over an hour just to hear excusesI just want others to be aware of the magnitude of their failures and the best I can I will warn others though whatever means it takesI withdrew my account and have nothing else to do with this company and en courage others to do the sameThe only power we have over big business is to finally say you are firedThat is what I chose to do
Initial Business Response / [redacted] (1000, 8, 2015/12/30) */ Dear Mr [redacted] , We first want to apologize for the length of time it took for you to reach our Support team during what was an unprecedented number of inquiries related to the Square IPOWe apologize we did not maintain our service levels during this time According to our records, a LOYALaccount was opened on Nov13, based upon Square's invitation to participate in their IPOAdditionally, $1,was transferred as required to be considered for a full allocationSquare was expected to price between $11-$p/share but instead the final price on the evening of Nov18, was $Because it priced below the range, we were required to reconfirm that customers wished to continue with their reservationIf we did not receive a reconfirmation, those reservations would be canceledEmail and text messages were sent out at approximately 6:45pm PT notifying customers that they had until the end of the 2-hour decision window to confirm said ordersAlso according to our records, this email was delivered to the email address on file at approximately 6:54pm PT While this not ideal for our East Coast customers, LOYALdoes not have control over the timing and we apologize for the negative impact it had in this caseWhile we understand your disappointment and sincerely apologize for any frustration this has caused, we strongly believe that LOYALmade all appropriate efforts to communicate the reconfirmation requirements and provide a window of time for responseBecause we did not receive your electronic confirmation, the reservation was withdrawn and an allocation at $p/share could not be made in your accountThe $1,deposit was withdrawn on Dec1, and the LOYALaccount has a zero balance Lastly, we vehemently disagree with the claim that this offer or LOYALis a "scam." Since LOYAL3's compensation is based upon the final allocation of shares, we absolutely strive to make the process as easy as possible so that the maximum number of people can participateWith that being said, the timing of this particular window obviously added complexities to what is normally a straightforward process Again, we apologize for your frustrations and experience with our firm Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Obviously Loyal did not understand the nature of my complaintThe fact is I was never offered the opportunity to reconfirm my purchase of the SQ stock I initially hoped to getIt is very apparent that I as well as hundreds of other people who also shared the same experience were completely misled and as a result deprived of an excellent opportunity to purchase an opening stock in a company I actually use to process my small business transactionsIt was a natural fitI only regret that the company they chose to market thier stock was not up to the task Nothing against them but the customer service is below stamdards when it takes several days to get a response and have to be on hold on the phone for over an hour just to hear excusesI just want others to be aware of the magnitude of their failures and the best I can I will warn others though whatever means it takesI withdrew my account and have nothing else to do with this company and en courage others to do the sameThe only power we have over big business is to finally say you are firedThat is what I chose to do