Unirush Financial Services

March 25,
"">
VIA ONLINE SUBMISSION:
RevDex.com®
W
Seventh St Suite
Cincinnati
Ohio
Re: Complaint ID: [redacted]
Consumer: [redacted]
To Whom It
May Concern:
This letter is in response to the attached complaint,
Complaint No[redacted] which the Revdex.com® ("Revdex.com") received from [redacted] on March 24, 2016. UniRush, LLC
which is the program manager for the RushCard prepaid debit card program takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources
[redacted]
Parson's complaint contends that her Tax Refund direct deposit did not post to
her account. [redacted] indicates that
the IRS stated that the Tax Refund was sent to the Rushcard account. [redacted] also states that she would like her
Tax Refund mailed to her home address.
On March
24, [redacted] contacted RushCard customer service to inquire about her
tax refund direct deposit[redacted] was advised that her RushCard account was
closed and to contact the IRS website for deposit information. The Tax Refund direct deposit has not been
credited to the RushCard account as of dateOn March 25, a corporate
customer service specialist attempted to contact [redacted]
We
appreciate [redacted]'s feedback and sincerely apologize for the inconvenience
this may have caused.
Regards,
RushCard Corporate
Customer Service

March 16,
"">
VIA ONLINE SUBMISSION:
RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No[redacted] which
the Revdex.com®
("Revdex.com") received
from Melissa Pierceon
March 15, 2016. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources
[redacted] complaint contends that he never
received the replacement card[redacted]
also stated that he would like to have access to the funds on his account. [redacted] would like to have the remaining
funds transferred to his active account
On February
29, [redacted] contacted RushCard customer service to request a replacement
card for the account ending in [redacted] which was expiringA customer service representative issued a
replacement card on [redacted] account and the replacement card was not
processed[redacted] never received the
replacement card, which resulted in a call on March 2, 2016. Due to a related system error, a new RushCard
could not be generated for [redacted] and he was advised that his previous card
encountered an error with processing the expedited replacement cardOn March 16, 2016, a corporate customer
service specialist contacted [redacted] to advise that his funds were
transferred to his active card ending
We appreciate [redacted] feedback
and sincerely apologize
for the substandard customer service she received when contacting RushCard
Customer ServiceOur goal is to provide financial convenience supported by
reliable customer service
Regards,
Satoyra H
Corporate Customer Service

March 15,
"line-height:115%,serif">
VIA
ONLINE SUBMISSION:
RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint # [redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in
response to the attached complaint, Complaint No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted] on March 09, 2016. UniRush, LLC which is the program manager for
the RushCard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources
[redacted] complaint
states that RushCard held her funds for days in the amount of $for a
pending transaction from the [redacted] on February 29, [redacted] is requesting her funds be
released back to her RushCard account
On March 15, a
corporate customer service specialist contacted [redacted] and was educated
on the merchant hold release processAs of March 15, 2016, the authorization
hold in the amount of $has been released back to [redacted] RushCard
account[redacted] was provided RushCard's corporate phone number for future
concerns regarding her account
We appreciate [redacted]
feedback
RushCard Corporate
Customer Service

6/3/2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202  ...

Re:                   Consumer:  [redacted] Complaint number:  [redacted]             Complaint date:  5/25/2016                         To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint states that she was notified that her deposit had posted to her RushCard and within an hour it was no longer visible when she viewed her account.   After reviewing her account, her deposit posted on 5/25/2016 and [redacted] had access to her funds.  However, during the posting process it is possible that deposits reflect on some channels before others.  When posting is finalized, all channels of account management will reflect the correct balance and funds are available.   We appreciate [redacted] feedback.  We apologize for any misleading information presented when contacting Customer Service.  We will take [redacted] feedback to heart and work to improve the experience moving forward.        Regards,   RushCard Corporate Customer Service

The
Revdex.com
** [redacted]
"line-height: 200%;">[redacted]
Case- [redacted]
October
8,
We
received Ms[redacted]'s complaint regarding access to her funds and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
On
10/4/Ms[redacted] called in to request a card replacement and the agent issued
a replacement card for Ms[redacted]'s other accountThis caused the active card to
become permanently blockedWe apologize for the inconvenience and customer
service experience Ms[redacted] had with our call centerThis has been sent over
for feedback so we can coach and train the representative correctly to avoid
situations like thisA new card has been expedited on 10/4/and the $**
fee has been waived due to this error
We
appreciate Ms[redacted]'s feedback. These
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
[redacted]
Customer
Service Specialist

Revdex.com
[redacted]
"line-height:200%">Cincinnati, Ohio
RE:
Complaint ID # [redacted]
We
received Ms[redacted]'s complaint regarding the availability of her funds and
the level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
We
completely understand Ms[redacted]'s concern regarding her direct deposit not
being posted to her accountAfter reviewing the account the direct deposit in
question was received on 2/6/and was not automatically posted to the account
due to invalid account informationOur financial system is processed to have
deposits automatically returned with invalid account informationOn 2/6/
Ms[redacted]'s tax deposits were returned on 2/6/to the remittersIt
takes 3-business days to the remitters to receive them backWe advise Ms
[redacted] to make sure her direct deposit information with remittersMs
[redacted] states she was provided the information from one of our agents and we
apologize if that information was incorrectRushcard direct deposit
information can be located on our website at the top right cornerThis feature
allows our customers to provide both the routing number and the deposit ID used
to process all direct deposits to their Rushcard without issues
We
appreciate Ms[redacted]'s feedback.
These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers
Regards,
[redacted]
Customer
Service Specialist

Revdex.com
W Seventh St Suite
Cincinnati Ohio
"">
RE: Case [redacted]February 17,
We received Ms[redacted]'s complaint regarding access to her funds
and the level of customer service received. RushCard logs all customer
contact and activity associated with financial cards
We understand and apologize her frustration and the
inconvenience this may causeMs[redacted] contacted our center to inform us her
card was compromisedPer process and procedure in the event a card is
compromised due to unauthorized transactions we block the member's cardA
block is placed as a precautionary measure to ensure no other transactions are to
be authorize on that cardWe offer two forms of delivery in getting cards to
our members – one being standard of 7-business days and the other being expedited
delivery of 1-business daysThere is a $expedited delivery fee if
chosen which we show Ms[redacted] accepted the fee was applied to Ms[redacted]'s
accountAs a one-time courtesy we have waived the fee for the inconvenience
and frustrations Ms[redacted] had to endure
We acknowledge Ms[redacted]'s attempt to transfer her funds
to another account she holds with RushcardThere's a $2,daily limit a
member has to transfer funds between their own cards
As it relates to Ms[redacted]'s disputed chargesBancorp
needs to conduct an investigation and during this process she can always
contact BancorpBancorp handles all Rushcard disputes and they will be able to
supply updates and statuses on the claim Ms[redacted] submitted
We advise Ms[redacted] to continue to stay in contact with
BancorpBancorp's contact telephone number is ###-###-####
Again we apologize for the inconvenience and the frustration
this may cause
Regards,
[redacted]
CS – Audit/Compliance Analyst

RevDex.com
** [redacted]
"margin-bottom: 0.0001pt;">RE: Case [redacted]
January 5,
We
received Mr[redacted]'s complaint regarding the access of his funds and the level
of customer service received. RushCard
logs all customer contact and activity associated with financial cards
On
12/16/Mr[redacted] filed a dispute in regards to an unauthorized transaction
for $[redacted] at [redacted] #[redacted]All
Rush Card disputes are handled through our dedicated dispute team and are worked
in the order that they are receivedAfter investigating the dispute they have denied Mr
[redacted] claim due to valid transactions made prior and after the disputed
transactionWe completely understand Mr[redacted] concern with the outcome of
his dispute and is unable to credit the accountMr[redacted] should have
received a letter explaining the denial and can file a dispute for the outcome
of the claim by following the instructions on the letter receivedWe sincerely
apologize for any inconvenience this has caused
We
appreciate Mr[redacted]'s feedbackThese types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers
Regards,
[redacted]Customer
Service Specialist

September 8,
VIA ONLINE
SUBMISSION:
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
115%text-autospace:none">Revdex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No[redacted], which the Revdex.com® ("Revdex.com") received from [redacted] on September 1,
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted] complaint contends that RushCard would
not release an authorization hold that was made on August 28, in the
amount of $
On August 28, RushCard
received an authorization hold on [redacted]'s RushCard account ending in
for $ [redacted] was instructed by RushCard
customer service to send a Merchant Hold Release Letter to validate and release
the pending holdThe Merchant Hold Release Letter was never received,
therefore the authorization hold was released on the expiration date of
September 7,
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
Tyree T
Corporate Customer Service

July 7,
"">
VIA ONLINE SUBMISSION:
RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted]
on July 3, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources
[redacted] complaint contends that RushCard blocked her account in June and she has
followed all instructions asked of RushCard in order for her card to be
unblocked
On June
9, 2015, [redacted] RushCard account was blocked due to failed verification
when attempting to make changes to the account.
As per the RushCard Cardholder Agreement, RushCard requested proof of
identity from [redacted]She was asked to submit a copy of her Social Security
Card, Government Issued Identification, and proof of address dated within the
last days
[redacted]
began submitting the requested documents to verify her identity on June 25,
On July 6, 2015, a Risk Associate reviewed the documents
submitted, however a valid proof of address is required before the account can
be reviewed for unblockingOn July 6, 2015, a RushCard Corporate Customer
Service Specialist attempted to contact the customer advising her of the proper
document that's still neededThe phone number on the account, and complaint,
is not accepting incoming calls at this time[redacted] can send proper
documentation to
the corporate fax number at ###-###-#### for efficient handling
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience having her card blocked has caused.
Regards,
Morgan G
Corporate Customer Service

October
21, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
               
Re:         Complaint
ID: [redacted]
                Consumer:
[redacted]  
                               
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 7, 2015. 
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]
[redacted] complaint contends that RushCard blocked the account of [redacted], and needs
access to his funds. [redacted] also stated that she faxed in the required documentation.
RushCard received documentation from [redacted] and was forwarded
for review.  On August 31, 2015, the
documents were reviewed that were submitted by [redacted], and additional
documentation was requested.  A RushCard Corporate Customer
Service Specialist contacted [redacted] on October 21, 2015 to advise of this
information.  
We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that goal.
Regards,
Satoyra H.
Corporate Customer Service

June 24,
VIA ONLINE SUBMISSION:
"margin-bottom:0in;margin-bottom:.0001pttext-autospace:none">RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No[redacted], which the
Revdex.com®
("Revdex.com") received
from [redacted], on June 18, UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]' complaint contends that she filed two unauthorized transaction disputes
for charges made on her account. [redacted] also stated, that RushCard closed her account without her notification
On June
and June 15, [redacted] filed two unauthorized transaction disputes for
charges made on her accountRushCard Disputes Department instructed [redacted] to complete and return the Unauthorized Transaction Dispute form to be eligible
for a provisional credit during the investigationOn June 16, [redacted]'
RushCard account was permanently
closed in accordance with the RushCard Cardholder terms and conditions[redacted] was notified her account was blocked via an SMS message sent to the
mobile number on fileOn 6/23/2015, A Corporate Customer Service
Specialist contacted [redacted] and advised her that we have not received the
Unauthorized Transaction Dispute form and to fax the form to the corporate
office for provisional creditThe dispute team has received the Unauthorized
Transaction Dispute form and a provisional credit will be issued to [redacted]'
RushCard account on 6/26/
We appreciate [redacted]' feedback and sincerely apologize for the
inconvenience this has caused.
[redacted]
Corporate Customer Service

The
Revdex.com
"
line-height:200%,sans-serif>
W Seventh St Suite
Cincinnati
Ohio
RE: Complaint ID [redacted]
March 24,
We received [redacted] complaint regarding the bill
pay check sent from her RushCard and the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards
I am showing that [redacted] sent a bill payment on
3/1/of $2,RushCard bill payments can take up to 7-business days
to receive the payment via regular mailI do see that [redacted] contacted
RushCard on 3/14/and informed us that the bill payment was not received
and requested for the funds to be reversed back to the accountThe
representative educated the time frame of 1-business days for the Bill Payment
to be reversed back to the account[redacted] called back on 3/17/thru 3/20/
to advise that the Bill Payment has not been credited back to his accountAfter
further review the bill payment was stopped on 3/20/and credited back to
the [redacted] accountThe bill payment should have been stopped and
reversed back to [redacted] account prior to 3/20/We sincerely
apologize for the confusion and frustration this has caused and we have
provided a $credit to [redacted] account due to the delay in processing
her request
We appreciate [redacted] feedbackThese types of
issues go directly against our mission of access and inclusion for everyone and
we look to be clearer and avoid similar problems for all of our customers
Regards,
[redacted]
Customer Service Specialist

..September 2nd, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted]
class="Apple-tab-span" "white-space:pre"> Complaint date: 08/23/To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On August 19th, 2016, [redacted] contacted UniRush to file an unauthorized claim on a transaction that occurred on February 08th, [redacted] stated her card was in her possession, and she did not authorize merchant to debit her account[redacted] was advised to sign the dispute form sent to her email address and sent back to UniRush by the 10th business day to qualify for provision credit.On August 22nd, [redacted] claim was denied due to no error foundPer Regulation E discrepancies in the account are to be communicated to the issuing back within from transaction date[redacted] failed to do so. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service

December 22,
"margin-bottom: 0.0001pt;">VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]' complaint states he has unauthorized transaction of around $[redacted]on his accountThe complaint also states that he is not able to reach customer service and he is being taken advantage ofcount records indicate [redacted]' has filed dispute for the unauthorized transaction but it was not found in his favorRushCard did issue $loyalty credit to [redacted] account due to the conversion If [redacted] do not agree with the outcome of the dispute he may send a rebuttal letter to reopen the denied unauthorized transaction dispute[redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at 917-383-We encourage [redacted] to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requestedWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service

July 1,
VIA ONLINE SUBMISSION:
"margin-bottom:0in;margin-bottom:.0001pttext-autospace:none">RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted], on June 24, UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint states that she requests a refund in the amount of $to
be sent via [redacted] delivery[redacted] also stated that she was provided with
conflicting information by RushCard customer service of when she will be
credited her refund
On
March 12, 2015, [redacted] filed an unauthorized transaction dispute in the amount
of $that posted to her accountOn April 8, 2015, [redacted] RushCard
account was permanently closed in accordance to RushCard terms and conditionsOn
June 9, the dispute was determine in [redacted] favor and a credit was
applied to her RushCard accountOn June 25, 2015, a bill payment was issued
for the remaining balance of $to the address on file[redacted] will
receive the bill payment via [redacted] within to business daysA RushCard
Customer Service Specialist attempted to contact [redacted] to advise the
timeframe of the bill payment
We appreciate [redacted] feedback
and continuously review our process to provide a convenient and secure
financial option for our card holders
Tyree T
Corporate Customer Service

November 16, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re:      Complaint # [redacted]            Consumer: [redacted]To...

Whom It May Concern:This letter is in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on November 8, 2015. UniRush, LLC d/b/a RushCard
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer identities and resources.  [redacted] complaint states that RushCard held her
funds from a hotel transaction. [redacted] also stated that she would like for
the $217.99 transaction to be release back to her RushCard account.On October 11, 2015, a
hotel hold transaction for the amount of $217.99 was made on [redacted]
account. [redacted] contacted RushCard customer service to advise that the
transaction needed to be released. [redacted] was advised by the representative
that her request will be escalated to the corporate office for further review. Per
RushCard Cardholder Agreement, if the card is
used for a car rental purchase, or for similar purchases like at restaurants or
hotels, the merchant may preauthorize the transaction amount for the purchase
amount plus up to 20% or more to ensure there are sufficient funds available to
cover tips or incidental expenses incurred. Any preauthorization amount will
place a "hold" on your available funds until the merchant sends us
the final payment amount of your purchase. Once the final payment amount is
received, the preauthorization amount on hold will be removed. All transactions
relating to car rentals may result in a hold for that amount of funds for up to
thirty-five (35) days. During the hold period, you will not have access to the
preauthorized amount. The $217.99 hold was released back to the Ms.
[redacted] RushCard. We appreciate [redacted]
feedback and once again we sincerely apologize for the inconvenience this matter
has caused.    RushCard Customer Service

Revdex.com
** [redacted]
"line-height:200%">Cincinnati Ohio[redacted]
RE: Case[redacted]
January 26,
We
received Mr[redacted]' complaint regarding the access of his funds and the level
of customer service received. RushCard
logs all customer contact and activity associated with financial cards
We completely understand Mr[redacted]' concern with
his account being blockedAfter reviewing Mr[redacted] account I see that the account
was closed by RushCard corporate due to multiple dispute claimsDue to not
being able to keep the account secure, RushCard reserves the right to close the
accountUnfortunately, Mr[redacted]' account will not be reopened and the remaining
balance of $[redacted] has been issued via bill payment to the address on file on
1/23/Mr[redacted] will receive the bill payment within 7-business day
via regular mailWe sincerely apologize for any inconvenience and frustration this
has caused Mr[redacted]
We
appreciate Mr[redacted]' feedbackThese types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers
Regards,
[redacted]
Customer
Service Specialist

Revdex.com
"
line-height:150%,sans-serif">W Seventh St Suite
Cincinnati OH
RE: Case [redacted]
April 21,
We
received [redacted] complaint regarding the availability of funds and the
level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
The
direct deposit in question was received by RushCard with a pay date of 4/16/
Since the direct deposit was over our card load limit of $10,additional
documentation was required from [redacted] of his driver's license or state
identification card, social security card, and letter from the remitter
validating the deposit amount as well as the address on the accountI am
showing that we received non-sufficient documents from [redacted] on 4/15/
and 4/16/[redacted] was advised to send in proper documentation and once received
they would be forwarded to the corporate office for reviewThe process of
validating documents can take 24-business hours to be reviewed and because
of the very large dollar amount additional validation needs to be completed
prior to posting the fundsOn 4/17/one of our corporate office specialist
contacted [redacted] and advised him of the documents that are needed in order
to post the direct deposit to his accountWe provided the corporate fax number
and advised [redacted] to send the needed documents directly to our officeDocuments
were received and reviewed and the direct deposit was posted to [redacted]
account on 4/17/I do assure [redacted] that all calls will be reviewed
and the agents involved will receive the appropriate
feedback and coaching if necessaryWe sincerely apologize for any
inconvenience and frustration this has caused
We
appreciate [redacted] feedback. These
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
[redacted]
Customer
Service Specialist

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.  For your reference, details of the offer I reviewed appear below.
Why has it taken so long to get a responce?  Why did I have to file a complaint to get a responce why couldn't you just respond when I emailed you the first time??
Why does rush card allow my husbands direct deposit from his employer but not a tax refund? Where does the 3rd party policy draw the line?
Why could you only see his name on the check? I went to the irs an took a number to wait in line and they saw the check it had both of our names on it. They saw our joint tax return as we are married. How come you can't send me proof of what was sent to you as a check? Why can't you show me proof? It would be helpful!
I need these answers before I decide if this I want to maintain my account with them. I don't understand this policy.
Regards,[redacted]