May 10, 2016 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. 11428165 which the Revdex.com® (“Revdex.com”) received from [redacted] on May 4, 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 contends that she requested a replacement card and has not received the card as of today. [redacted] also states that she needs the funds on her RushCard account as soon as possible. Per previous response on May 3, 2016 [redacted] contacted RushCard customer service to have her lost card replaced. As policy we have our customers go through verification in the event they have a card replaced after updating their address. [redacted] failed verification and per policy according to 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 30 days. On May 4, 2016 documents were sent in, the documents were deemed not valid. On May 9, 2016 a corporate customer service representative spoke with [redacted], the documents were accepted on the account, and a replacement card was processed. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service Tell us why here...
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.
Regards,
[redacted] still waiting for my credit. also my dispute forms for the unauthorized purchases on my account that were NEVER sent to me.
May 9, 2016 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 May 8, 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 contends that his card is blocked and he has sent in the required documents that RushCard indicates are not acceptable. [redacted] states that he needs his card unblocked to have access to his funds. On May 3, 2016 [redacted] contacted RushCard customer service to have his card replaced and updated his address. Per RushCard’s policy we have our customers go through verification in the event they have a card replaced after updating their address. [redacted] failed verification and per RushCard’s Cardholder Agreement, we requested proof of identity from [redacted]. On May 5, 2016 documents were sent in, the proof of address document was deemed not eligible. On May 9, 2016 a corporate customer service representative contacted [redacted] to advise him of the acceptable proof of address documentation. [redacted] was given the corporate fax number to send the document required. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business of rush card services has given me the money owed. No further action is needed and my case can be cancelled. Thank you.
Regards,
[redacted]
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 16, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. 4th STE. 600Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: July 6, 2017 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 that she has a pending transactions on her RushCard account that she would like released. [redacted] was provided with incorrect information as to when the hold would be released. [redacted] would like her funds back. RushCard records indicate that the pending transaction for The Gates Hotel in the amount of $690.06 has been released as of date. Please note that Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
May 5, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] 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] states in her complaint that a RushCard agent assured him that the $30 fee for an expedited fee for a card replacement, would be waived. [redacted] is request the $30 refund he was advised would be given to him. Our records indicate that on May 1, 2017 our Risk team determined that [redacted] card was compromised. In an attempt to protect his funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in [redacted] was notified via SMS messaging regarding the card status and asked to call in to resolve the matter. On May 1, 2017 [redacted] contacted RushCard customer service and spoke to a customer service agent regarding his blocked card. The agent advised him that they would forward the request to have the $30 fee waived. Our records indicate that there was an oversight and the request was not received. RushCard regrets this oversight. On May 5, 2017 a $30 credit was posted to [redacted] account. A RushCard corporate specialist contacted [redacted] to advise him of this information. This resolved [redacted] concern. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Attached is the email sent to [redacted] today- I'm hoping to have contact with [redacted] at her earliest convenience. [redacted],My name is Bill R. with Rushcard Customer
Service. I understand you’ve had difficulty resolving an issue with your
card and I’d like to help.I called the number we have on file but was unable to get
through. If you like, please respond to this email with a number you’d
like me to call or call my direct line below.Regards,UniRush, LLC4701 Creek
Rd, Suite 200Cincinnati,
Ohio 45242Rushcard.com Bill R., Senior Customer Service ManagerDirect: ###-###-#### | Cell: ###-###-####Fax: ###-###-####[redacted]
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 19,
2015, the $30.00 expedited card fee has been refunded back to [redacted]
RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 27, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 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 Michelle Middleton, on April 26, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she want her funds back to her RushCard account immediately. On April 8, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $354.99 from [redacted]. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. In [redacted] case a provisional will not be issued to her RushCard account. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. Tyree T. RushCard Corporate Customer Service
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. I will not accept this response until I receive the $30 I am owed. I would have never signed up for this card if I knew I was not getting the referral money, it's false advertising
Regards,
[redacted]
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 9, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 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 March 2, 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 multiple unauthorized transactions totaling $1,614.59 were made on her RushCard account. [redacted] also states that she would like for her funds to be returned to her RushCard account. On March 1, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions that were made on her account. The RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On March 2, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. Received rebuttal letter from [redacted] and the unauthorized transaction dispute remains denied. We encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. On March 7, 2016, [redacted] account has been closed due to denied dispute review. [redacted] contacted our Corporate office and was advised this information. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. RushCard Corporate Customer Service
October
15, 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 August 25, 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 on September
22, 2015 in error. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On
September 22, 2015, [redacted] RushCard ending in 8298 was blocked
by RushCard’s Risk Department pending verification of account and pending
transactions. In accordance with
internal policies and security procedures, documents showing proof of identity
and address were requested by a RushCard’s Risk Investigator. On September 22nd, RushCard
received a copy of a [redacted] Identification Card with the name [redacted]; however
the RushCard application and account profile was registered to [redacted]
[redacted]. Documents submitted to RushCard
by [redacted] between September 23rd – October 2nd were
either unreadable or had multiple variations of the names: [redacted], [redacted],
and [redacted]. On October 2, 2015,
A RushCard Risk Manager requested a copy of a Social Security Card in an effort
to update account records with the correct name. [redacted] reported that she did not
have a Social Security Card because it was stolen years ago. Since RushCard was unable to verify a correct
name, the account was closed and a check in the amount of $186.91 was issued to
[redacted], which was the total remaining available balance on the
RushCard account ending in 8298. The
check was sent on October 2nd to: [redacted], [redacted], and as such we consider this matter resolved.
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,
Tyree T.
Corporate Customer Service
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.
Regards,
[redacted] THIS IS [redacted], THEY ARE STILL LYING TO ME ABOUT MY MONEY. I HAVE BEN WAITING ON YOU TO CONTACT ME,SO WE CAN GO TO THE NEXT STEP. THIS HAS DAMAGE MY CREDIT. SO IF YOU WOULD CONTINUE, I WOULD APPRECIATE IF YOU WOULD CONTINUE
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
I have spoken to supervisors Max, I. and Gene who first told me I would need to have a [redacted] send a lette stating my account was charged incorrectly, and they was in the process. Until they found out RushCard had a breach in their security and their company was compromised. I then speak to Setora H. who hung up on me after telling me it will take 45 to 90 days to then fill out a dispute.Desired Outcome: This is my pay check removed from my account and therefore all my bills will be late and or charged extra fees. I need a refund plus any charges I incur
May 19, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: 5/13/2017 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]’ complaint contends that she has not yet received credits for disputes transactions in the amounts of $1000 and $1200 from [redacted] RushCard records indicate that [redacted] filed two disputes on 3/21/2017 for $1000 and $1200 respectively. [redacted] states that that time that she returned the car back to the dealership and was filing a dispute because she had not received a refund from the dealership. [redacted] was advised at that time that the dispute may take up to 90 days to resolve. A returned merchandise dispute claim is not covered as a Reg E claim and therefore is not eligible for provisional credit. On 3/25/2017 [redacted] returned her written dispute claim, and 4/5/2017 we submitted this claim as a chargeback to the merchant on [redacted]’ behalf. [redacted] guidelines allow the merchant 45 days to respond to the chargeback. That deadline is 4/21/2017. We will review the status of this claim at that time and credit the account accordingly if the merchant accepts the chargeback. If the merchant represents with documentation, we will provide that response to [redacted]. We appreciate [redacted]’ feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
RE: Case [redacted]
May 21, 2015
We received [redacted] complaint regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards.
We completely understand [redacted] concern with her dispute that was
filed on 4/29/2015 and her customer service experience. The dispute was re-opened and RushCard has
determined the dispute is in [redacted] favor. [redacted] has received a
final credit of $508.98 on 5/15/2015. A bill payment has been issued to the
address on file and [redacted] will receive her check within 7-10 business
days, as such we consider the matter closed. We apologize for any inconvenience
this has caused [redacted].
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.
May 10, 2016 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. 11428165 which the Revdex.com® (“Revdex.com”) received from [redacted] on May 4, 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 contends that she requested a replacement card and has not received the card as of today. [redacted] also states that she needs the funds on her RushCard account as soon as possible. Per previous response on May 3, 2016 [redacted] contacted RushCard customer service to have her lost card replaced. As policy we have our customers go through verification in the event they have a card replaced after updating their address. [redacted] failed verification and per policy according to 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 30 days. On May 4, 2016 documents were sent in, the documents were deemed not valid. On May 9, 2016 a corporate customer service representative spoke with [redacted], the documents were accepted on the account, and a replacement card was processed. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service Tell us why here...
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.
Regards,
[redacted] still waiting for my credit. also my dispute forms for the unauthorized purchases on my account that were NEVER sent to me.
May 9, 2016 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 May 8, 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 contends that his card is blocked and he has sent in the required documents that RushCard indicates are not acceptable. [redacted] states that he needs his card unblocked to have access to his funds. On May 3, 2016 [redacted] contacted RushCard customer service to have his card replaced and updated his address. Per RushCard’s policy we have our customers go through verification in the event they have a card replaced after updating their address. [redacted] failed verification and per RushCard’s Cardholder Agreement, we requested proof of identity from [redacted]. On May 5, 2016 documents were sent in, the proof of address document was deemed not eligible. On May 9, 2016 a corporate customer service representative contacted [redacted] to advise him of the acceptable proof of address documentation. [redacted] was given the corporate fax number to send the document required. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business of rush card services has given me the money owed. No further action is needed and my case can be cancelled. Thank you.
Regards,
[redacted]
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 16, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. 4th STE. 600Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: July 6, 2017 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 that she has a pending transactions on her RushCard account that she would like released. [redacted] was provided with incorrect information as to when the hold would be released. [redacted] would like her funds back. RushCard records indicate that the pending transaction for The Gates Hotel in the amount of $690.06 has been released as of date. Please note that Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
May 5, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] 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] states in her complaint that a RushCard agent assured him that the $30 fee for an expedited fee for a card replacement, would be waived. [redacted] is request the $30 refund he was advised would be given to him. Our records indicate that on May 1, 2017 our Risk team determined that [redacted] card was compromised. In an attempt to protect his funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in [redacted] was notified via SMS messaging regarding the card status and asked to call in to resolve the matter. On May 1, 2017 [redacted] contacted RushCard customer service and spoke to a customer service agent regarding his blocked card. The agent advised him that they would forward the request to have the $30 fee waived. Our records indicate that there was an oversight and the request was not received. RushCard regrets this oversight. On May 5, 2017 a $30 credit was posted to [redacted] account. A RushCard corporate specialist contacted [redacted] to advise him of this information. This resolved [redacted] concern. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Attached is the email sent to [redacted] today- I'm hoping to have contact with [redacted] at her earliest convenience. [redacted],My name is Bill R. with Rushcard Customer
Service. I understand you’ve had difficulty resolving an issue with your
card and I’d like to help.I called the number we have on file but was unable to get
through. If you like, please respond to this email with a number you’d
like me to call or call my direct line below.Regards,UniRush, LLC4701 Creek
Rd, Suite 200Cincinnati,
Ohio 45242Rushcard.com Bill R., Senior Customer Service ManagerDirect: ###-###-#### | Cell: ###-###-####Fax: ###-###-####[redacted]
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 19,
2015, the $30.00 expedited card fee has been refunded back to [redacted]
RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 27, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 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 Michelle Middleton, on April 26, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she want her funds back to her RushCard account immediately. On April 8, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $354.99 from [redacted]. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. In [redacted] case a provisional will not be issued to her RushCard account. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. Tyree T. RushCard Corporate Customer Service
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. I will not accept this response until I receive the $30 I am owed. I would have never signed up for this card if I knew I was not getting the referral money, it's false advertising
Regards,
[redacted]
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 9, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 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 March 2, 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 multiple unauthorized transactions totaling $1,614.59 were made on her RushCard account. [redacted] also states that she would like for her funds to be returned to her RushCard account. On March 1, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions that were made on her account. The RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On March 2, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. Received rebuttal letter from [redacted] and the unauthorized transaction dispute remains denied. We encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. On March 7, 2016, [redacted] account has been closed due to denied dispute review. [redacted] contacted our Corporate office and was advised this information. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. RushCard Corporate Customer Service
October
15, 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 August 25, 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 on September
22, 2015 in error. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On
September 22, 2015, [redacted] RushCard ending in 8298 was blocked
by RushCard’s Risk Department pending verification of account and pending
transactions. In accordance with
internal policies and security procedures, documents showing proof of identity
and address were requested by a RushCard’s Risk Investigator. On September 22nd, RushCard
received a copy of a [redacted] Identification Card with the name [redacted]; however
the RushCard application and account profile was registered to [redacted]
[redacted]. Documents submitted to RushCard
by [redacted] between September 23rd – October 2nd were
either unreadable or had multiple variations of the names: [redacted], [redacted],
and [redacted]. On October 2, 2015,
A RushCard Risk Manager requested a copy of a Social Security Card in an effort
to update account records with the correct name. [redacted] reported that she did not
have a Social Security Card because it was stolen years ago. Since RushCard was unable to verify a correct
name, the account was closed and a check in the amount of $186.91 was issued to
[redacted], which was the total remaining available balance on the
RushCard account ending in 8298. The
check was sent on October 2nd to: [redacted], [redacted], and as such we consider this matter resolved.
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,
Tyree T.
Corporate Customer Service
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.
Regards,
[redacted] THIS IS [redacted], THEY ARE STILL LYING TO ME ABOUT MY MONEY. I HAVE BEN WAITING ON YOU TO CONTACT ME,SO WE CAN GO TO THE NEXT STEP. THIS HAS DAMAGE MY CREDIT. SO IF YOU WOULD CONTINUE, I WOULD APPRECIATE IF YOU WOULD CONTINUE
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
I have spoken to supervisors Max, I. and Gene who first told me I would need to have a [redacted] send a lette stating my account was charged incorrectly, and they was in the process. Until they found out RushCard had a breach in their security and their company was compromised. I then speak to Setora H. who hung up on me after telling me it will take 45 to 90 days to then fill out a dispute.Desired Outcome: This is my pay check removed from my account and therefore all my bills will be late and or charged extra fees. I need a refund plus any charges I incur
May 19, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: 5/13/2017 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]’ complaint contends that she has not yet received credits for disputes transactions in the amounts of $1000 and $1200 from [redacted] RushCard records indicate that [redacted] filed two disputes on 3/21/2017 for $1000 and $1200 respectively. [redacted] states that that time that she returned the car back to the dealership and was filing a dispute because she had not received a refund from the dealership. [redacted] was advised at that time that the dispute may take up to 90 days to resolve. A returned merchandise dispute claim is not covered as a Reg E claim and therefore is not eligible for provisional credit. On 3/25/2017 [redacted] returned her written dispute claim, and 4/5/2017 we submitted this claim as a chargeback to the merchant on [redacted]’ behalf. [redacted] guidelines allow the merchant 45 days to respond to the chargeback. That deadline is 4/21/2017. We will review the status of this claim at that time and credit the account accordingly if the merchant accepts the chargeback. If the merchant represents with documentation, we will provide that response to [redacted]. We appreciate [redacted]’ feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
RE: Case [redacted]
May 21, 2015
We received [redacted] complaint regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards.
We completely understand [redacted] concern with her dispute that was
filed on 4/29/2015 and her customer service experience. The dispute was re-opened and RushCard has
determined the dispute is in [redacted] favor. [redacted] has received a
final credit of $508.98 on 5/15/2015. A bill payment has been issued to the
address on file and [redacted] will receive her check within 7-10 business
days, as such we consider the matter closed. We apologize for any inconvenience
this has caused [redacted].
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