| Type of Dispute | Complaint/Feedback | Example of Dispute/Scenario_not limited to |
| Poor Customer Service | Complaint | – Rude Agent – Client was hung up on or made to believe they were hung up on – Misled – Unwillingness to help |
| Compliments | Feedback | – Positive Feedback – Loves the new platform – Great Customer Service |
| Quontic Bank Operation | Feedback | – Hours of Operation – Foreign Language Assistance |
| Account & Identity Verification | Feedback | – CIP Verification – 2FA – OLB Enrollment Process – Pay Ring Ordering Process – Application Access Process |
| Website Feedback | Feedback | – Color of website/OLB/app – Images – Phrases – Navigating the website/OLB/app |
| ADA Accessibility | Complaint | – Platform Accessible to individuals with disability including those using assistive technologies |
| Feature not available | Feedback | – Card Controls – Inability to see the daily accrued interest in OLB/App |
| Application Process | Feedback | – External Funding information required prior to final application decision – Changing Funding Source – Joint Signer invite after approval |
| Close Account | Complaint | – Process it takes to close the account – Chase Funding issue- Statement Request – Timeframe it takes for the funds to be returned |
| Dormancy | Complaint | – Upset about being in a dormant status – States wasn’t notified |
| Declined Application | Complaint | – Demands to know exact reason for decline – Telecheck dispute – Inability to re-apply/cannot hand back application – Joint Owner Declined |
| Quontic Transfer Limits | Complaint | – External Transfer > 30 days – Set Limits – Zelle – Mobile Check Deposit – Bill Pay |
| Move Money Issues | Complaint | – Zelle Issues – Bill Pay Issues – External Transfer – Wire Issues – Mobile Check Deposit Issue (enrolled in Ensenta) |
| Debit/ATM Card Issues | Complaint | – Did not receive their Debit/ATM card – Upset that they must request their 1st card separately – Debit/ATM Withdrawal/POS limits |
| Debit/ATM Card dispute final decision | Feedback | – Transaction dispute- did not like the outcome, felt we took the merchant’s side – Provisional Credit reversed |
| Cancellations of Pending Transaction | Feedback | – Scheduled pending Bill Pay |
| Quontic Fees | Complaint | – CD Penalty – Dormant Fee – Wire Fee – Mortgage Late Fee – Excessive Transaction Fee |
| Foreign Fees | Feedback | – Foreign ATM withdrawal – Exchange Fee |
| Fraud | Complaint | – ID Theft |
| New Filing of debit/card dispute process | Neither | Reg E – Normal business practice |
| 3rd Party Money Management | Complaint | – Mint – Quicken Issue – QuickBooks (Intuit) -Acorn – Fidelity |
| 3rd Party Vendors | Complaint | – Plaid – Yodlee (Adding External Account Verification) |
| Technical Issues – Internal Error | Complaint | – OLB Profile Creation/Issue – Mobile Deposit Issue-Enrolled in Ensenta – Email Verification Issues |
| Technical – User Error | Neither | – Client needed direction or platform training |
