Regulatory Info

Alaska

For Alaska Residents Only:

If your issue is unresolved by AUS Merchant Services, Inc. (Tel: 1-800-981-3590), please submit formal complaints with the State of Alaska, Division of Banking & Securities.

Please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf

Submit formal complaint form with supporting documents:

Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you are an Alaska resident with questions regarding formal complaints, please email us at dbs.licensing@alaska.gov or call Nine Zero Seven Four Six Five Two Five Two One

Arizona

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com).

Arizona consumers with complaints or concerns can contact the department at:

Arizona Department of Insurance and Financial Institutions

100 North 15th Avenue, Suite 261

Phoenix, AZ 85007

Arkansas

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Arkansas consumers with complaints or concerns can contact the department at:

Arkansas Securities Department

1 Commerce Way, Suite 402

Little Rock, Arkansas 72202

Phone: (501) 324- 9260

Email ASDInfo@arkansas.gov

California

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

California consumers with complaints or concerns can contact the department at:

Department of Financial Protection and Innovation

Attn: Consumer Services 2101 Arena Boulevard

Sacramento, CA 95834

Phone: (866) 275-2677

If you have complaints with respect to any aspect of the money transmission activities you may file a complaint online at https://portal.dfpi.ca.gov/csp?id=register_login

To submit a complaint by mail, download, print, and fill out any the appropriate forms at https://dfpi.ca.gov/submit-a-complaint/ and mail to:

Department of Financial Protection and Innovation

Attn: Consumer Services

2101 Arena Boulevard

Sacramento, CA 95834

Colorado

Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 11, Article 110, Colorado Revised Statutes.

If you have a Question about or Problem with YOUR TRANSACTION – THE MONEY, YOU SENT:

• You must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information.
• If you are a Colorado Resident and have a Complaint about THE MONEY TRANSMITTER THE COMPANY THAT SENT YOUR MONEY:

The Complaint Process

All consumer complaints filed with the Colorado Division of Banking must be submitted in writing. All consumer complaints filed with the Division must be submitted in writing. You will not fill out the form online. Instead, you must download the file to your own device and edit that version. When completing the form, please provide detailed information and fill it out completely.

Complaint Form (Word)

Complaint Form (PDF)

Send the complaint and supporting documentation by regular mail, facsimile, or electronic mail (e-mail) to the Colorado Division of Banking. NOTE: If filing electronically, scan and/or save the completed complaint form with related attachments to a PDF file, a Word doc, or Zip file, and attach to your E-mail.

Colorado Division of Banking

1560 Broadway, Suite 975, Denver, CO 80202

Phone: )303) 894-7575

Fax: (303) 894-7570

E-mail: DORA_BankingWebsite@state.co.us

https://banking.colorado.gov/industry/money-transmitters

Connecticut

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Connecticut consumers with complaints or concerns can contact the department at:

Connecticut Department of Banking

260 Constitution Plaza # 1,

Hartford, CT 06103

Phone: (860) 240-8170

Email: Banking@ct.gov

To File a Connecticut Consumer Complaint:

https://portal.ct.gov/DOB/Consumer/Consumer-Complaints/Online-eLicensing-Instructions

District of Columbia

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

District of Columbia Department of Insurance, Securities and Banking

1050 First St., NE, Suite 801

Washington, DC 20002

Phone: (202) 727-8000

Fax: (202) 354-1085

E-mail: disbcomplaints@dc.gov

Florida

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Florida Office of Financial Regulation - Consumer Finance

200 E. Gaines Street,

Tallahassee, FL 32399-0376

Online: https://flofr.gov/enforcement/submit-a-complaint-or-tip

To file your complaint, you will need to register electronically through Online Services. A valid email address is required.

Georgia

(AUS Merchant Services, Inc. / License #: 45853)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Georgia Department of Banking and Finance

2990 Brandywine Road Suite 200

Atlanta, GA 30341-5565 US

Phone: (770) 986-1633

Toll-Free: (888) 986-1633

Email: reportissue@dbf.state.ga.us

Hawaii

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Hawaii Division of Financial Institutions:

Email: dfi@dcca.hawaii.gov

Phone: (808) 586-2820

Fax: (808) 586-2818

To file a Hawaii Consumer Complaint: https://cca.hawaii.gov/dfi/files/2020/02/DFI-Form-CC-Rev.-12-14-FillableForm.pdf

If by mail:

Division of Financial Institutions

Department of Commerce and Consumer Affairs

P.O. Box 2054,

Honolulu, HI 96805

If by courier:

Division of Financial Institutions

Department of Commerce and Consumer Affairs

335 Merchant Street, Room 221

Illinois:

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Illinois Department of Financial and Professional Regulation

Division of Financial Institutions

320 West Washington Street, 3rd Floor

Springfield, Illinois 62786

Toll-Free Number: 1-888-473-4858

Indiana:

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Indiana consumers with complaints or concerns can contact the department at:

Department of Financial Institutions

30 South Meridian Street, Suite 300, Indianapolis, IN 46204

Phone (317) 232-3955

Email: dficomplaints@dfi.IN.gov

Iowa

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Iowa Division of Banking

200 E Grand Ave., #300,

Des Moines, IA 50309

Phone: (515) 281-4014

To file an Iowa Consumer Complaint:

https://www.idob.state.ia.us/public/contactInfo/contactForm.aspx?type=complaint

Louisiana

Please note the money transmission license issued to AUS Merchant Services, Inc. by the Louisiana Office of Financial Institutions does not cover the exchange or transmission of virtual currency. If you have a complaint, please contact AUS Merchant Services, Inc. at +1(800)981-3590.

If you are unable to resolve the issue regarding the money transmission activity, you may file a complaint by contacting the Office of Financial Institutions. All complaints must be submitted in writing. To file a complaint, please complete the complaint form and send it to OFI (https://ofi.la.gov/)

by mail, email, or fax.

Louisiana Office of Financial Institutions

8660 United Plaza Boulevard, 2nd Floor

Baton Rouge, LA 70809-7024

Phone: (225) 925-4660

Maryland

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding AUS Merchant Services, Inc. (NMLS ID: 1277102) at 100 S. Charles Street Tower 1, Suite 5300, Baltimore, Maryland 21202, phone 1-888 784-0136.

Massachusetts:

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Massachusetts Department of Banking

1000 Washington Street, 10th Floor

Boston, MA 02118-6400

Phone: (617) 956-1500

File a Massachusetts Consumer Complaint:

https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks

Minnesota

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Minnesota Department of Commerce

85 7th Place East, Suite 280

Saint Paul, MN 55101

Phone: (651) 539-1500

Complaints: (651) 539-1600

Mississippi

The Mississippi Department of Banking & Consumer Finance recommends that you attempt to resolve your complaint with the financial institution first by contacting AUS Merchant Services, Inc (“AUS”)., via mail at 525 Almaor Ave, Sunnyvale, CA 94085 or contact AUS directly +1(800)981-3590. to allow the opportunity to resolve the issue(s). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file a complaint online at

https://dbcf.ms.gov/complaint-form/.

Mississippi Department of Banking & Consumer Finance

P.O. Box 12129

Jackson, MS 39236-2129

Phone: (601) 321-6901

New Hampshire

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

New Hampshire Banking Department

53 Regional Drive, Suite 200,

Concord NH, 03301

Phone: (603) 271-3561

New York

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Online: https://www.dfs.ny.gov/complaint

DFS consumer complaints email: consumers@dfs.ny.gov

Toll Free: (800) 342-3736

Fax: (212) 480-6282

Paper complaint forms can be mailed to:

Department of Financial Services, Consumer Assistance Unit

1 State Street, New York, NY 10004

Department of Financial Services, Consumer Assistance Unit

1 Commerce Plaza, Albany, NY 122567

North Dakota

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

North Dakota Department of Financial Institutions

1200 Memorial Highway, Bismarck, ND 58504

Phone: (701) 328-9933

Oklahoma

“If you have a complaint, please contact (Licensee) at complaints@licenseename.com or (888) 555-5555. If your concerns have not been addressed, please contact the state regulator listed below:

Oklahoma Banking Department

Attn: Money Transmission

2900 North Lincoln Blvd

Oklahoma City, OK 73105

Phone: (405) 521-2782

South Carolina

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

South Carolina, Office of the Attorney General

Money Services Division

P.O. Box 11549

Columbia, South Carolina 29211-1549

Phone: (803) 734-1221

South Dakota:

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

South Dakota Department of Labor & Regulation – Division of Banking

1714 Lincoln Ave., Suite 2,

Pierre, SD 57501

Phone: (605) 773-3421

Tennessee:

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Tennessee Department of Financial Institutions

312 Rosa L. Parks Avenue, 13th Floor,

Nashville, TN 37243

Phone: (615) 741-2236

Texas

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Texas Department of Banking

2601 N. Lamar Blvd., Austin, Texas 78705

Phone: (512) 475-1300

Utah

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If your concerns have not been addressed, please contact the state regulator listed below:

Utah Department of Financial Institutions

324 South State Street, Suite 201

Salt Lake City, Utah 84111

Phone: (801) 538-8830

Washington

(AUS Merchant Services, Inc. / License #: 550-MT-95439)

Washington Division of Consumer Services

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it online with the Washington DFI at the below link:

https://dfi.wa.gov/consumers/file-complaint

Washington Department of Financial Institutions

PO Box 41200

Olympia WA 98504-1200

Phone: (877) 746-4334