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Notice to Customers

Thank you for being an AvidXchange customer! CUSTOMER SERVICE CONTACT INFORMATION Should you have any issues with our customer experience, please contact support by navigating to the AvidXchange Community. We will be happy to assist you in getting your issue resolved as quickly as possible. FOR ALASKA RESIDENTS ONLY If your issue is unresolved by AvidXchange, Inc. at the AvidXchange Community, 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 [email protected] or call (907) 465-2521. ARKANSAS CUSTOMERS If you have a complaint, please contact AvidXchange, Inc. at 855-525-2843, or by email at [email protected]. If you still have an unresolved complaint regarding AvidXchange, Inc. money transmission activity, you may file the completed complaint form by e-mailing to [email protected] or by mailing at: Arkansas Securities Department 1 Commerce Way, Suite 402 Little Rock, Arkansas 72202 Telephone: (501) 324-9260 Facsimile: (501) 324-9268 For additional information please refer to the How To File A Complaint page for the Arkansas Security Department. CALIFORNIA CUSTOMERS — RIGHT TO REFUND You, the customer, are entitled to a refund of the money to be transmitted as the result of this agreement if AvidXchange, Inc. does not forward the money received from you within 10 days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within 10 days of the date of the receipt of the funds from you unless otherwise instructed by you. If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted, you have a right to a refund of your money. If you want a refund, you must mail or deliver your written request to AvidXchange, Inc. at 1210 AvidXchange Lane, Charlotte, NC 28206, Attention:  Legal Department.  If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney’s fees pursuant to Section 2102 of the California Financial Code. Complaints: If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Financial Protection and Innovation at its toll-free telephone number,1-866-275-2677, by email at [email protected] or by mail at the Department of Financial Protection and Innovation, Consumer Services, 2101 Arena Boulevard, Sacramento, CA 95834. COLORADO CUSTOMERS- RIGHT TO REFUND Entities other than FDIC—federally 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 All complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via:
  1. Mail the Division of Banking at: Colorado Division of Banking, 1560 Broadway, Suite 975, Denver, CO 80202
  2. Email: [email protected]
  3. Website: https://banking.colorado.gov/industry/money-transmitters
FLORIDA CUSTOMERS If you have a complaint, please contact AvidXchange, Inc. Customer Service at 855-525-2843.  If you still have an unresolved complaint regarding AvidXchange, Inc. money transmission activity, you may file it by contacting the Florida Office of Financial Regulation at:
  1. 200 E. Gaines Street, Tallahassee, FL 32399-0376
  2. Toll-Free Number: 1-850-487-9687
ILLINOIS CUSTOMERS If you have a complaint, please contact AvidXchange, Inc. Customer Service at 855-525-2843.  If you still have an unresolved complaint regarding AvidXchange, Inc. money transmission activity, you may file it by contacting the Illinois Division of Banking at:
  1. Website: http://idfpr.illinois.gov/admin/dfi/dficomplaint.html
  2. Toll-Free Number: 1-888-473-4858
MARYLAND CUSTOMERS The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding AvidXchange, Inc. (license #: 12-1494826) at:
  1. 1100 North Eutaw Street, Suite 611, Baltimore, MD 21201
  2. Toll-Free number: 1-888-784-0136
AvidXchange, Inc’s license status information can be viewed on the NMLS Consumer Access website at https://nmlsconsumeraccess.org/. NEW YORK CUSTOMERS If you have a complaint, please contact: AvidXchange, Inc. 1210 AvidXchange Lane Charlotte, NC 28206 Phone number: 855-525-2843 If you still have an unresolved complaint regarding AvidXchange, Inc. money transmission activity, you can direct your complaint to the New York State Department of Financial Services by:
  1. Mail: New York State Department of Financial Services, Attn: Consumer Assistance Unit, One Commerce Plaza Albany, NY 12257 or 1 State Street, New York, NY 10004 with the following form: pdf
  2. Tel: 1-800-342-3736
  3. Fax: 1-212-480-6282
  4. Website: https://www.dfs.ny.gov/complaint
  5. DFS Consumer Complaints Email: [email protected]
TEXAS CUSTOMERS AvidXchange, Inc. is licensed under the laws of the State of Texas and by the state law is subject to regulatory oversight by the Texas Department of Banking. Any customer wishing to file a complaint against AvidXchange, Inc. should contact AvidXchange, Inc. directly at 855-525-2843. After first contacting AvidXchange, Inc., if you still have an unresolved complaint regarding the company’s money transmission, please direct your complaint to:
    1. In Person or U.S. Mail: Texas Department of Banking
    2. Non-Depository Supervision Division 2601 North Lamar Blvd., Suite 300 Austin, TX 78705
    3. Toll Free: 1-877-276-5554
    4. Send Email to: [email protected]
    5. Fax #: 1-512-475-1288
    6. Web Page: dob.texas.gov
WASHINGTON CUSTOMERS If you have a complaint, please contact AvidXchange, Inc. Customer Service at 855-525-2843.  If you still have an unresolved complaint regarding AvidXchange, Inc. money transmission activity, you may file it by contacting the Washington Division of Consumer Services at:
  1. Online: https://dfi.wa.gov/file-complaint
  2. Mail or Fax: https://dfi.wa.gov/sites/default/files/money-services-complaint.pdf
  3. Call: (360) 902-8703 or 1-877-RING DFI (1-877-746-4334).
  4. Email: [email protected]

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