Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ To Whom it May Concern, LOYALrecently offered IPO shares in the Square IPODue to regulatory reasons, we were required to obtain confirmation of customer orders because it priced below the estimated rangeWe emailed customers about this window of opportunity and that action was required between 6:45pm and 8:45pm PT In this particular instance, we did not receive this customer's confirmation and we were unable to allocate shares Given the unprecedented volume of inquiries related to this IPO, we have not maintained our 1-business day response timesFor this we greatly apologize and we are working diligently to respond to all pending inquiriesA copy of our emailed response to this customer is attached Please feel free to contact me if you require additional information Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the email it was sent at 7:pm, not 6:I responded saying I still wanted to participate and nothing happened - I was just taken to your sitePerhaps it wouldn't have been a problem if the FIRST email a week prior to the IPO was answeredThis is the first response I'm getting We have a further problem in that when I chatted on the 20th, I asked that the account be closed and the money transfer stopped and was assured it would beWednesday I found out that the $was transferred from my account anyway, was not reversed and I was not contacted to let me know that it had beenIt seems to me, that SOMEONE should have been aware that the account couldn't be closed, that the transfer couldn't be stopped and should have contacted me to inform me I'm sorry, but the customer service response has been HORRIBLEStating that you will respond the next business day and then not answering for over a week is the DEFINITION of poor customer serviceI REALLY wanted to be a part of the IPO and I totally resent the ineptness that led to me NOT being able to participate and, thus, losing out on an apparent 40% increase in price sharesI don't expect Loyal to sincerely care or do anything about itAt this point, my only option is to file complaints with every government and consumer regulatory agency to make it well known to others what they can expect from Loyal PLEASE RETURN MY MONEY IMMEDIATELY AS ALREADY REQUESTED A WEEK AGO! [redacted] Final Consumer Response / [redacted] (3000, 17, 2016/01/04) */ That's pretty sadThey "answered" absolutely NOTHING of my complaintMaybe you can explain WHY when I answered that I wanted to participate, NOTHING happenedCan you explain WHY it took more than a week to respond to the NUMEROUS messages I was sending asking for information?? (The consumer indicated he/she DID NOT accept the response from the business.) They STILL fail to address WHY my request was not processedThe email was sent at 7:pm, NOT 6:I hit the confirm button within the hour period and NOTHING HAPPENEDWhen I was FINALLY able to chat with someone on November 19th, he said he was closing the account and about DAYS after my initial request, [redacted] TOLD ME he was closing the account and cancelling the depositThen the transfer went through anywayThey have yet to explain WHY their confirm button did not work or WHY it took days to get through to someone or have them contact me Final Business Response / [redacted] (4000, 19, 2016/01/05) */ Mr [redacted] , We believe we have answered all of your questions in these Revdex.com communications as well as emails and chats directly with LOYAL3, however we will provide an overall recap in this response As we stated, our usual service levels were not maintained during the Square IPO and we were unable to respond to emails within a day of receiptGenerally, contacting our service team will result in an almost instantaneous answer of your phone call or chat and emails are responded to within hoursAgain, we apologize for this delay during an unprecedented level of customer inquiries On the night of Nov18th, emails notifying customers that a confirmation was required were sent beginning at 6:45pm PT and were completed at approximately 6:54pm PTThe 2-hour decision window was open from 6:45pm PT until 8:45pm PTAccording to our electronic records, your particular email was opened at 9:13pm PT, almost a half hour past the 2-hour confirmation windowOur records also show the confirmation link imbedded in the email was clicked at 9:13pm PT and again at 6:36am PT on Nov19thWe show no account access or confirmation activity during the 2-hour decision window On Nov19th when you chatted with our associate, he clearly stated that transfers had been initiated and that he was cancelling the duplicateThe one initiated on Nov15th had already settled in your account on Nov17th, which was reflected in your online account activityOur team member did in fact cancel the duplicate account transfer and close the accountWe did not respond to the other two emails sent that day because we could see you had already received information to address your questions during your chat session On Nov24th I responded to your last email directly with information discussed above as well as instructions on how to withdraw fundsWe sent an additional follemail on Nov30th (copies of both emails were supplied through this site in our Dec1st response) We vehemently disagree that the lack of a timely response or "ineptness" on our part was in any way relevant to why IPO shares could not be allocatedYour account was funded, the email communication was sent and received, however it was not opened until after the 2-hour deadline had expiredGiven we did not receive a confirmation during that window of time, IPO shares could not be allocated Given the aforementioned information, we believe we have addressed why our service team could not respond within 24-hours, why your Confirm request was not processed, and why the initial transfer was not cancelled
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ To Whom it May Concern, LOYALrecently offered IPO shares in the Square IPODue to regulatory reasons, we were required to obtain confirmation of customer orders because it priced below the estimated rangeWe emailed customers about this window of opportunity and that action was required between 6:45pm and 8:45pm PT In this particular instance, we did not receive this customer's confirmation and we were unable to allocate shares Given the unprecedented volume of inquiries related to this IPO, we have not maintained our 1-business day response timesFor this we greatly apologize and we are working diligently to respond to all pending inquiriesA copy of our emailed response to this customer is attached Please feel free to contact me if you require additional information Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the email it was sent at 7:pm, not 6:I responded saying I still wanted to participate and nothing happened - I was just taken to your sitePerhaps it wouldn't have been a problem if the FIRST email a week prior to the IPO was answeredThis is the first response I'm getting We have a further problem in that when I chatted on the 20th, I asked that the account be closed and the money transfer stopped and was assured it would beWednesday I found out that the $was transferred from my account anyway, was not reversed and I was not contacted to let me know that it had beenIt seems to me, that SOMEONE should have been aware that the account couldn't be closed, that the transfer couldn't be stopped and should have contacted me to inform me I'm sorry, but the customer service response has been HORRIBLEStating that you will respond the next business day and then not answering for over a week is the DEFINITION of poor customer serviceI REALLY wanted to be a part of the IPO and I totally resent the ineptness that led to me NOT being able to participate and, thus, losing out on an apparent 40% increase in price sharesI don't expect Loyal to sincerely care or do anything about itAt this point, my only option is to file complaints with every government and consumer regulatory agency to make it well known to others what they can expect from Loyal PLEASE RETURN MY MONEY IMMEDIATELY AS ALREADY REQUESTED A WEEK AGO! [redacted] Final Consumer Response / [redacted] (3000, 17, 2016/01/04) */ That's pretty sadThey "answered" absolutely NOTHING of my complaintMaybe you can explain WHY when I answered that I wanted to participate, NOTHING happenedCan you explain WHY it took more than a week to respond to the NUMEROUS messages I was sending asking for information?? (The consumer indicated he/she DID NOT accept the response from the business.) They STILL fail to address WHY my request was not processedThe email was sent at 7:pm, NOT 6:I hit the confirm button within the hour period and NOTHING HAPPENEDWhen I was FINALLY able to chat with someone on November 19th, he said he was closing the account and about DAYS after my initial request, [redacted] TOLD ME he was closing the account and cancelling the depositThen the transfer went through anywayThey have yet to explain WHY their confirm button did not work or WHY it took days to get through to someone or have them contact me Final Business Response / [redacted] (4000, 19, 2016/01/05) */ Mr [redacted] , We believe we have answered all of your questions in these Revdex.com communications as well as emails and chats directly with LOYAL3, however we will provide an overall recap in this response As we stated, our usual service levels were not maintained during the Square IPO and we were unable to respond to emails within a day of receiptGenerally, contacting our service team will result in an almost instantaneous answer of your phone call or chat and emails are responded to within hoursAgain, we apologize for this delay during an unprecedented level of customer inquiries On the night of Nov18th, emails notifying customers that a confirmation was required were sent beginning at 6:45pm PT and were completed at approximately 6:54pm PTThe 2-hour decision window was open from 6:45pm PT until 8:45pm PTAccording to our electronic records, your particular email was opened at 9:13pm PT, almost a half hour past the 2-hour confirmation windowOur records also show the confirmation link imbedded in the email was clicked at 9:13pm PT and again at 6:36am PT on Nov19thWe show no account access or confirmation activity during the 2-hour decision window On Nov19th when you chatted with our associate, he clearly stated that transfers had been initiated and that he was cancelling the duplicateThe one initiated on Nov15th had already settled in your account on Nov17th, which was reflected in your online account activityOur team member did in fact cancel the duplicate account transfer and close the accountWe did not respond to the other two emails sent that day because we could see you had already received information to address your questions during your chat session On Nov24th I responded to your last email directly with information discussed above as well as instructions on how to withdraw fundsWe sent an additional follemail on Nov30th (copies of both emails were supplied through this site in our Dec1st response) We vehemently disagree that the lack of a timely response or "ineptness" on our part was in any way relevant to why IPO shares could not be allocatedYour account was funded, the email communication was sent and received, however it was not opened until after the 2-hour deadline had expiredGiven we did not receive a confirmation during that window of time, IPO shares could not be allocated Given the aforementioned information, we believe we have addressed why our service team could not respond within 24-hours, why your Confirm request was not processed, and why the initial transfer was not cancelled