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.
Regards,
[redacted]
I receive a call on 03/01/17 at 7:35 pm Eastern Time from someone from rushcard about my claim name Viaa from a phone ###-###-#### she stated that they we credit my account back my funds in 24 to 48 hours I inform her that how is that when rushcard close my account and I card she then stated that they will mail a check to my address I ask for a confirmation number of the check they was going to send but she could not provide one to me but did gave me number to call and that was ###-###-#### I try calling that number on 03/02/17 and just got music like I was on hold and wait on the phone for hour & 45min and nothing I even try to call the back the ###-###-#### number and a machine record answer and say thinks for reaching cards services we or under going maintenance please call bacl later then hang up so I call the rushcard ###-###-#### number and talk to someone gave them my name birthday ssn and they told me they cant find me in they system or have any claim I file in they system
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 2, 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. At this time, our
system is up and running and cardholders have access to their funds and account
information. 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/.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
January 23, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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] December 19, 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 states that he has not received his renewal card. [redacted] called RushCard to inform his renewal card had not been received. [redacted] was advised a replacement card would be sent. [redacted] also states later he received the card in the mail and wanted the card to be reopened. Per previous response on December 19, 2016, [redacted] contacted customer service regarding his renewal card not being received. [redacted] indicated that he has not received his renewal card that was processed. On December 19, 2016, a replacement card was processed for [redacted] via standard mail. On the same day, [redacted] contacted corporate customer service to advise he received his renewal card in the mail. [redacted] was advised a replacement card had been processed and that the previous card could not be reopened. On December 21,2016, a corporate customer service specialist contacted [redacted] to discuss, his account information. [redacted] declined to discuss his account information with RushCard, stating he has already spoken with RushCard. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
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 July 13, 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 would not
release an authorization hold that was made on July 6, 2015 in the amount of
$319.92.
On July 6, 2015 RushCard received an
authorization hold on [redacted]’ RushCard account ending in 9556 for $319.92. [redacted] advised RushCard customer service
that the merchant voided the hold and credited the funds back to her RushCard
account. [redacted] was
instructed to send a Merchant Hold Release Letter to validate and release the
pending hold. On July 15, 2015 a RushCard
Corporate Customer Service Specialist contacted [redacted] to provide the
information that is required. [redacted] stated that she will wait for the hold
to expire on July 16, 2015.
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this has caused.
July 26, 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 number 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 deposited $63 to her RushCard and the attempts to use the card result in declines. [redacted] also states she has attempted to call RushCard customer service but has not been able to get through. [redacted] is requesting access to her funds. Our records indicate that on June 5, 2017, our Risk team determined that [redacted] card was possibly compromised. In an attempt to protect their funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 0580. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. On July 26, 2017 a corporate resolution specialist attempted to contact [redacted] twice to advise her of this information. No answer and no voicemail setup. . We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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
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]
October 4, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: September 28, 2017 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 contends that he requested for a replacement card and has not received it. [redacted] requested for the replacement card to be sent to a temporary address. [redacted] requests to have the replacement card sent to the correct address and to have access to his funds. On September 25, 2017, [redacted] requested a replacement card to be sent to the temporary address of [redacted]. The replacement card was processed and has not been received as of date. On October 4, 2017 [redacted] card was replaced expedited and will be received in 1-2 business days. The expediated fee of $30.00 has been waived. On October 4, 2017, a RushCard corporate resolutions specialist contacted [redacted] to advise of the replacement card status. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 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
Is there any update on my case. Unirush has been very unprofessional. They are denying my fraud claims because I had shopped at [redacted], there are a million [redacted] grocery stores through out the state so they see [redacted] and thinks it's the same as the one my card was used it. I do travel between [redacted] and Indiana weekly but this is not a reason to deny my claims. They have no documents as to proof that my signature is on those purchase. Right full a detailed investigate has to be done and obtain copies the receipt from the merchant. As mentioned previously my capital one card and my company business card were taken along with my unirush card and within a day of missing my card capital one and my company card Bank closed my card, issue a credit for the purchases this individual made. It's been 3 months plus of dealing with unirush I hope and pray you will be able to convince them to credit my account, I don't have the time to hire a lawyer to go after them. There are many complains same as mine on Google about this company.Thank you[redacted]
To Whom It May Concern: This letter is in response to the rebuttal 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. As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last 30 days on all accounts that have been blocked or require review by our Risk team. Our Risk team reviews the documents received and upon validation will remove/update the security codes applied to the account. RushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and procedures. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 16, 2015
We received Mr. [redacted]’ complaint regarding access to his
funds and the level of customer service received. Rush Card logs all customer contact...
and
activity associated with financial cards.
On 2/21/2015 Mr. [redacted] filed a dispute for an unauthorized transaction
of $407.54 from [redacted] that was made on his account.
All RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are received. I am showing we received the
written dispute form back from Mr. [redacted] on 3/3/2015. Mr. [redacted] have spoken with multiple
representatives regarding the status of his dispute and was advised that Mr.
[redacted] does not qualify for a provisional credit and will need to allow 45 days
for the dispute team to investigate the claim. Mr. [redacted] explained to our call
center agents that a credit was sent by the merchant on 3/12/2015 but due to
the dispute process the credit will not be posted to the account until the
dispute is final. Once the claim is final Mr. [redacted] will receive a letter in the mail
regarding the outcome of the dispute. We apologize for the inconvenience and
the frustration this has caused Mr. [redacted].
We appreciate Mr. [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.
November
4, 2015VIA ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 October 30, 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 a transaction for $85.00 was made on her RushCard
account from [redacted]. [redacted] also stated
that she would like a refund from the merchant to be placed back onto her
account for $41.84. On October
29, 2015, [redacted] filed an error allegation dispute regarding a transaction in
the amount of $85.00 from [redacted]. On
October 30, 2015, 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. A final letter will be sent to the address on the account notifying
[redacted] of the resolution. We appreciate [redacted] feedback.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. NOMy Funds are supposed to be protected and they aren't I've explained multiple times what happened
[redacted]
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 was advised that my account was closed, And that it was a valid charge, Upon their investigation. Now I will wither have to fax a appeal or Mail in my response. I had went to the venue previously. However for the timeframe of these charges, I was not at thee venue. Which I had purchase at a different location which further proves I did not authorized those transactions. I need my $700 plus back. And now I will have to find another bank for my direct deposit. Still waiting on response from them regarding appealing their decision.
Regards,
[redacted]
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 have been in contact with this company several times and they continue to tell me their systems are down and the last person I talk to stated my deposit is on a expired card which I no longer has access to . I checked with my employer to see if they sent it back and my employer said no. Its been 10days and still no access to my account for monies I earned. I called last night 10/22 same response their system is down. I have called and emailed their headquarters no response from them at all. I called this morning and was left on hold.I asked for a supervisor was transferred left on hold for 2hrs on day 2 then just for them to pick up and hang up the phone . I have bills to pay and children to feed I shouldn't feel forced to borrow money from people when I have my own that I worked. Please give me my money immediately.
Regards,
[redacted]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
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.
Regards,
[redacted]
I receive a call on 03/01/17 at 7:35 pm Eastern Time from someone from rushcard about my claim name Viaa from a phone ###-###-#### she stated that they we credit my account back my funds in 24 to 48 hours I inform her that how is that when rushcard close my account and I card she then stated that they will mail a check to my address I ask for a confirmation number of the check they was going to send but she could not provide one to me but did gave me number to call and that was ###-###-#### I try calling that number on 03/02/17 and just got music like I was on hold and wait on the phone for hour & 45min and nothing I even try to call the back the ###-###-#### number and a machine record answer and say thinks for reaching cards services we or under going maintenance please call bacl later then hang up so I call the rushcard ###-###-#### number and talk to someone gave them my name birthday ssn and they told me they cant find me in they system or have any claim I file in they system
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 2, 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. At this time, our
system is up and running and cardholders have access to their funds and account
information. 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/.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
January 23, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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] December 19, 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 states that he has not received his renewal card. [redacted] called RushCard to inform his renewal card had not been received. [redacted] was advised a replacement card would be sent. [redacted] also states later he received the card in the mail and wanted the card to be reopened. Per previous response on December 19, 2016, [redacted] contacted customer service regarding his renewal card not being received. [redacted] indicated that he has not received his renewal card that was processed. On December 19, 2016, a replacement card was processed for [redacted] via standard mail. On the same day, [redacted] contacted corporate customer service to advise he received his renewal card in the mail. [redacted] was advised a replacement card had been processed and that the previous card could not be reopened. On December 21,2016, a corporate customer service specialist contacted [redacted] to discuss, his account information. [redacted] declined to discuss his account information with RushCard, stating he has already spoken with RushCard. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
July 15, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
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 July 13, 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 would not
release an authorization hold that was made on July 6, 2015 in the amount of
$319.92.
On July 6, 2015 RushCard received an
authorization hold on [redacted]’ RushCard account ending in 9556 for $319.92. [redacted] advised RushCard customer service
that the merchant voided the hold and credited the funds back to her RushCard
account. [redacted] was
instructed to send a Merchant Hold Release Letter to validate and release the
pending hold. On July 15, 2015 a RushCard
Corporate Customer Service Specialist contacted [redacted] to provide the
information that is required. [redacted] stated that she will wait for the hold
to expire on July 16, 2015.
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this has caused.
Tyree T.
Corporate Customer Service
July 26, 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 number 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 deposited $63 to her RushCard and the attempts to use the card result in declines. [redacted] also states she has attempted to call RushCard customer service but has not been able to get through. [redacted] is requesting access to her funds. Our records indicate that on June 5, 2017, our Risk team determined that [redacted] card was possibly compromised. In an attempt to protect their funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 0580. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. On July 26, 2017 a corporate resolution specialist attempted to contact [redacted] twice to advise her of this information. No answer and no voicemail setup. . We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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
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]
Hello good evening my name is [redacted]s. I have received my Direct Deposit for 87.00 today. I consider the matter resolved.
October 4, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: September 28, 2017 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 contends that he requested for a replacement card and has not received it. [redacted] requested for the replacement card to be sent to a temporary address. [redacted] requests to have the replacement card sent to the correct address and to have access to his funds. On September 25, 2017, [redacted] requested a replacement card to be sent to the temporary address of [redacted]. The replacement card was processed and has not been received as of date. On October 4, 2017 [redacted] card was replaced expedited and will be received in 1-2 business days. The expediated fee of $30.00 has been waived. On October 4, 2017, a RushCard corporate resolutions specialist contacted [redacted] to advise of the replacement card status. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 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
Is there any update on my case. Unirush has been very unprofessional. They are denying my fraud claims because I had shopped at [redacted], there are a million [redacted] grocery stores through out the state so they see [redacted] and thinks it's the same as the one my card was used it. I do travel between [redacted] and Indiana weekly but this is not a reason to deny my claims. They have no documents as to proof that my signature is on those purchase. Right full a detailed investigate has to be done and obtain copies the receipt from the merchant. As mentioned previously my capital one card and my company business card were taken along with my unirush card and within a day of missing my card capital one and my company card Bank closed my card, issue a credit for the purchases this individual made. It's been 3 months plus of dealing with unirush I hope and pray you will be able to convince them to credit my account, I don't have the time to hire a lawyer to go after them. There are many complains same as mine on Google about this company.Thank you[redacted]
To Whom It May Concern: This letter is in response to the rebuttal 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. As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last 30 days on all accounts that have been blocked or require review by our Risk team. Our Risk team reviews the documents received and upon validation will remove/update the security codes applied to the account. RushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and procedures. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 16, 2015
We received Mr. [redacted]’ complaint regarding access to his
funds and the level of customer service received. Rush Card logs all customer contact...
and
activity associated with financial cards.
On 2/21/2015 Mr. [redacted] filed a dispute for an unauthorized transaction
of $407.54 from [redacted] that was made on his account.
All RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are received. I am showing we received the
written dispute form back from Mr. [redacted] on 3/3/2015. Mr. [redacted] have spoken with multiple
representatives regarding the status of his dispute and was advised that Mr.
[redacted] does not qualify for a provisional credit and will need to allow 45 days
for the dispute team to investigate the claim. Mr. [redacted] explained to our call
center agents that a credit was sent by the merchant on 3/12/2015 but due to
the dispute process the credit will not be posted to the account until the
dispute is final. Once the claim is final Mr. [redacted] will receive a letter in the mail
regarding the outcome of the dispute. We apologize for the inconvenience and
the frustration this has caused Mr. [redacted].
We appreciate Mr. [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
November
4, 2015VIA ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 October 30, 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 a transaction for $85.00 was made on her RushCard
account from [redacted]. [redacted] also stated
that she would like a refund from the merchant to be placed back onto her
account for $41.84. On October
29, 2015, [redacted] filed an error allegation dispute regarding a transaction in
the amount of $85.00 from [redacted]. On
October 30, 2015, 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. A final letter will be sent to the address on the account notifying
[redacted] of the resolution. We appreciate [redacted] feedback.Tyree T.Corporate Customer Service
I have dealt with Bill and we still have not resolved this issue. I've requested to speak to his Manager and awaiting a reply.
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. NOMy Funds are supposed to be protected and they aren't I've explained multiple times what happened
[redacted]
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 was advised that my account was closed, And that it was a valid charge, Upon their investigation. Now I will wither have to fax a appeal or Mail in my response. I had went to the venue previously. However for the timeframe of these charges, I was not at thee venue. Which I had purchase at a different location which further proves I did not authorized those transactions. I need my $700 plus back. And now I will have to find another bank for my direct deposit. Still waiting on response from them regarding appealing their decision.
Regards,
[redacted]
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 have been in contact with this company several times and they continue to tell me their systems are down and the last person I talk to stated my deposit is on a expired card which I no longer has access to . I checked with my employer to see if they sent it back and my employer said no. Its been 10days and still no access to my account for monies I earned. I called last night 10/22 same response their system is down. I have called and emailed their headquarters no response from them at all. I called this morning and was left on hold.I asked for a supervisor was transferred left on hold for 2hrs on day 2 then just for them to pick up and hang up the phone . I have bills to pay and children to feed I shouldn't feel forced to borrow money from people when I have my own that I worked. Please give me my money immediately.
Regards,
[redacted]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]