June 5, 2017 VIA ONLINE SUBMISSION: �...⇄ Revdex.com® 1 E. 4th St Suite 600 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 May 23, 2017. 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 states that RushCard closed her account without notification. [redacted] also states that RushCard should be held accountable for closing her account. On May 23, 2017, [redacted] RushCard account was permanently closed in accordance with RushCard Risk procedure. RushCard is unable to keep this account safe, therefore the account has been closed. The last deposit for $408.66 was credited to the account on May 10, 2017 and the funds have been spent. A corporate customer service specialist attempted to contact [redacted] on May 24, 2017 to advise of the account information. We appreciate [redacted] feedback. 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.
The issue cannot be resolved with the merchant because there was never a purchase that went through. The "authorization" was in pending status from 11/12 through 11/22. When it dropped from pending status I called and was told by Rush Card to wait 24 hours for the funds to be released. That doesn't even count the prior promises made by Rush Card agents that my funds would be refunded sooner. The funds held by RUSH CARD have still not been refunded after countless phone calls, and today is December 1st. The merchant does not have my funds and has never received funds. Rush Card operators were notified of this by myself and the merchant in three way conversations initiated by Rush Card. I called yesterday (11/30) to find out the status of my situation and was told they couldn't help me because there is no record of those transactions on the 12th. So now my funds are in limbo and Rush Card doesn't want to help. I've notified them immediately of the issue, waited countless hours and days on the phone. Someone with authority at Rush Card should at least look up my account info personally to see whats going on. I cannot dispute charges never made and that is one of the reasons Rush Card operators keep beating around the bush, making false promises, and hanging up on me. They don't even know how to help me. If there was a "dispute" process I should have been made aware the first day I complained. No matter what the protocol may be, I should not be asked to do anything else but await my funds as Rush Card operators were the ones who misled me with false dates, lies, and less than acceptable customer service. It is evident by the general response given by Rush Card that whoever gave the response hadn't even taken a chance to look up my account before responding to my complaint. This situation obviously needs to be examined by someone in the company with knowledge and authority to do the right thing.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 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 find that this resolution is satisfactory to me. Yes, it was resolved. They sent me a new card.
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.
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.
How many times I need to submit proof? Its be sent 3 times already, the proof will always be the same, are you going to continue to state it is not legible. The way in which my account is being handled is in an unfairly manner. When I opened he account no identification was needed at that time now that I ask for the account to be closed I'm having so much trouble. Whats really going on? If you refuse to close out my account, can you transfer the funds to [redacted] account who is also an account holder. This shouldn't be a problem I have made several transfer to this account already with no problem.Your actions are causing be to suffer financial hardship. Why would I take so much time and effort to get my funds if I weren't the cardholder, I need my funds, don;t you think you have had it long enough. I have done my part now its your turn to do yours.I suggest you figure a way to make your online replies and correspondence not to be so misleading. When I've requested account to be closed online. the response I receive from customer service rep. is that I needed to verify my address by email and a check would be sent to the address within 7 to 10 days. Why respond with false information your customer rely on what you tell them.
Regards,
[redacted]
On September 09th, 2016, [redacted] contacted UniRush to file a dispute for three [redacted] transactions that posted in June and September, totaling $209.47. [redacted] claimed her card had been in her possession when the fraudulent transactions occurred. [redacted] told the Customer Service agent her husband used her card without her consent. She said they had been separated for a while. She said she contacted [redacted], but they could not do anything for her. On September 22nd, 2016, [redacted] contacted UniRush to cancel her dispute. On September 23rd, 2016, [redacted] contacted UniRush Customer Service department asking for her refund from [redacted]; Customer service agent told her there is no refund posted to her account. Refund [redacted] is requesting is part of the chargeback process. UniRush filed Chargebacks on behalf of [redacted] before she decided to cancel the dispute; however, once chargeback has been processed, it cannot be retracted. And based on chargeback rules, the merchant is required to provide temporary credit up to 45 days. The refund [redacted] mentioned to [redacted] is the temporary credit the merchant has to provide during the investigation of a Regulation -E case. On November 7, 2016, UniRush won chargebacks on two out of three chargeback processed. Credit for $139,66 will post to [redacted] RushCard by November 8th, 2016. And for the 3rd transaction, merchant has until December 3rd,2016 to reject chargeback. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
RE: Case [redacted]
May 13, 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.
Per response, we completely understand [redacted] concern with her
dispute that was filed on 4/17/2015 and her customer service experience. The dispute was re-opened and RushCard has
determined the dispute in [redacted] favor. [redacted] has received a
final credit of $630.29 on 5/11/2015, 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.
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. P.s I have attached documents that show the rules I was given when I received the offer and it did not state there was a 40 min requirement for the person referred . I also called Rushcard directly and spoke with a manager Matt who advised that rule was just updated after update so how should that apply to me ? I don't feel that is fair or right business practices . Also that is false Rushcard has never recompnse regarding this disastous update. My car insurance was cancelled because of the miss because the following week Rushcard took funding from my next check stating I owed them. I will provide any proof you need ask them what date they recompense me regarding this issue and I will provide my transaction history for that day. Thank you and if anything else is needed let me know.
Regards,
[redacted]
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 June 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
states that she has not received her funds from an error allegation dispute
filed on June 4, 2015 in the amount of $38.80. [redacted] also stated that
RushCard closed her account and requests for her account to be reopened.
On June
4, 2015 [redacted]’ filed an error allegation dispute regarding a $38.80
charge on her account. On June
16, 2015, [redacted]’
RushCard account was permanently closed in accordance to RushCard terms and
conditions. [redacted] was refunded
the error allegation dispute charge on June 25, 2015. On June 29, 2015 a
$500.00 provisional credit was reversed from [redacted] account which caused
the account to go into a negative status and debited the dispute charge. The error
allegation dispute has been final and [redacted]’ will receive a letter in
the mail regarding the outcome of the dispute.
We appreciate [redacted]’ feedback and continue to review our
processes to assure customer protection and convenience.
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
December 12, 2016 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202 Re: Complaint # [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] complaint states that she has not received the second $25.00 credit that she was promised for the UNCLERUSH promotion. [redacted] also states that all the terms and conditions were met for the promotion. On December 12, 2016, a RushCard corporate specialist, contacted [redacted] and explained the qualifier for the second $25 credit was a direct deposit of $100 or more. [redacted] said she now understands the qualifications for the second part of the promotion. RushCard considers this matter resolved. [redacted] continued with the same dispute but a single Direct Deposit as of 12/19/16 met the requirements of the promotion. Rushcard has credited the final $25 to [redacted] account to fulfill the promotion requirements. An Agent called out and left a voicemail on [redacted] phone and advised that credit had been placed on the account. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Corporate Customer Service
Why is RushCard telling me the same thing over and over. All I want is my $30 that I was supposed to recived for signing up. This IS FALSE Advertising! And I'm beyond furious
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 June 5, 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 RushCard blocked his account in May due to card
to card review and failed verification. [redacted] also stated that he was
advised to submit a driver’s license, a social security card and valid proof of
address.
On May
28, 2015, [redacted] RushCard account ending in [redacted] was blocked as a
precautionary measure to verify that he authorized (3) $200.00 card to card transfers
on May 27, 2015. On May 29, 2015, [redacted]
[redacted] contacted RushCard customer service and failed verification. In accordance with internal policies and
security procedures, RushCard requested proof of identity from [redacted],
and he was asked to submit a copy of his Social Security Card, Government
Issued Identification, and proof of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify his identity on
June 7, 2015. On June 10, 2015, a Risk Associate
reviewed the documents submitted by [redacted], and all requested documents
were accepted as valid. A RushCard
Corporate Customer Service Specialist contacted [redacted] to advise him of
the update. [redacted] account is unblocked
with unrestricted access to his funds.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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. [redacted]’s complaint contends that she was unable to get in contact with
RushCard customer service. [redacted] also would like to be refunded for a
$245.80 transaction that was made on her RushCard account. On
November 9, 2015, [redacted] filed an error allegation dispute regarding a
transaction in the amount of $245.80 from The [redacted]. On November 10, 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 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]
Yes they gave me $25, but there was $25 in my account before al of this happened and it went missing and wasn't replaced. Also they still have my old expired card as active and it is not and the system doesn't even recognize my new card number.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 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 25, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: May 24, 2016 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 he has been requesting the remaining funds on his closed RushCard account be sent to him since the first week in April of 2016. [redacted] contacted RushCard customer service on several occasions requesting his $33.19 be sent to him. On May 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that a check was sent in the amount of $33.19 to the address on file, and that he should receive that in 5-7 business days. We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, 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.
The Rush card company is still not accepting responsibility. I did have my card in my possession. However on June 29 I called the Rush card company to check the balance in my account. I was informed that my Social Security Check was deposited into my account. The next thing I knew was my money was gone. Someone that I do not know, maybe someone at the Rush card company who has access to my personal information set-up a fraudulent account. I am not the only person to go through this with this company.
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 don't understand why you guys keep teaending the SAME email and not answering my concern/question. I AGAIN Will asks WHY did RushCard decline MY cash load from [redacted] to begin with!!? AGAIN after investigation with [redacted] it was found it was sent on 11/10 and for WHATEVER reason RushCard DECLINED it and still wouldn't accept it on 11/18 either. So STOP sending me the SAME email and please address my question. It like you don't want to accept fault when I already know it was RushCard fault.
Regards,
[redacted]
June 5, 2017 VIA ONLINE SUBMISSION: �...⇄ Revdex.com® 1 E. 4th St Suite 600 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 May 23, 2017. 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 states that RushCard closed her account without notification. [redacted] also states that RushCard should be held accountable for closing her account. On May 23, 2017, [redacted] RushCard account was permanently closed in accordance with RushCard Risk procedure. RushCard is unable to keep this account safe, therefore the account has been closed. The last deposit for $408.66 was credited to the account on May 10, 2017 and the funds have been spent. A corporate customer service specialist attempted to contact [redacted] on May 24, 2017 to advise of the account information. We appreciate [redacted] feedback. 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.
The issue cannot be resolved with the merchant because there was never a purchase that went through. The "authorization" was in pending status from 11/12 through 11/22. When it dropped from pending status I called and was told by Rush Card to wait 24 hours for the funds to be released. That doesn't even count the prior promises made by Rush Card agents that my funds would be refunded sooner. The funds held by RUSH CARD have still not been refunded after countless phone calls, and today is December 1st. The merchant does not have my funds and has never received funds. Rush Card operators were notified of this by myself and the merchant in three way conversations initiated by Rush Card. I called yesterday (11/30) to find out the status of my situation and was told they couldn't help me because there is no record of those transactions on the 12th. So now my funds are in limbo and Rush Card doesn't want to help. I've notified them immediately of the issue, waited countless hours and days on the phone. Someone with authority at Rush Card should at least look up my account info personally to see whats going on. I cannot dispute charges never made and that is one of the reasons Rush Card operators keep beating around the bush, making false promises, and hanging up on me. They don't even know how to help me. If there was a "dispute" process I should have been made aware the first day I complained. No matter what the protocol may be, I should not be asked to do anything else but await my funds as Rush Card operators were the ones who misled me with false dates, lies, and less than acceptable customer service. It is evident by the general response given by Rush Card that whoever gave the response hadn't even taken a chance to look up my account before responding to my complaint. This situation obviously needs to be examined by someone in the company with knowledge and authority to do the right thing.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 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 find that this resolution is satisfactory to me. Yes, it was resolved. They sent me a new card.
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.
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.
How many times I need to submit proof? Its be sent 3 times already, the proof will always be the same, are you going to continue to state it is not legible. The way in which my account is being handled is in an unfairly manner. When I opened he account no identification was needed at that time now that I ask for the account to be closed I'm having so much trouble. Whats really going on? If you refuse to close out my account, can you transfer the funds to [redacted] account who is also an account holder. This shouldn't be a problem I have made several transfer to this account already with no problem.Your actions are causing be to suffer financial hardship. Why would I take so much time and effort to get my funds if I weren't the cardholder, I need my funds, don;t you think you have had it long enough. I have done my part now its your turn to do yours.I suggest you figure a way to make your online replies and correspondence not to be so misleading. When I've requested account to be closed online. the response I receive from customer service rep. is that I needed to verify my address by email and a check would be sent to the address within 7 to 10 days. Why respond with false information your customer rely on what you tell them.
Regards,
[redacted]
On September 09th, 2016, [redacted] contacted UniRush to file a dispute for three [redacted] transactions that posted in June and September, totaling $209.47. [redacted] claimed her card had been in her possession when the fraudulent transactions occurred. [redacted] told the Customer Service agent her husband used her card without her consent. She said they had been separated for a while. She said she contacted [redacted], but they could not do anything for her. On September 22nd, 2016, [redacted] contacted UniRush to cancel her dispute. On September 23rd, 2016, [redacted] contacted UniRush Customer Service department asking for her refund from [redacted]; Customer service agent told her there is no refund posted to her account. Refund [redacted] is requesting is part of the chargeback process. UniRush filed Chargebacks on behalf of [redacted] before she decided to cancel the dispute; however, once chargeback has been processed, it cannot be retracted. And based on chargeback rules, the merchant is required to provide temporary credit up to 45 days. The refund [redacted] mentioned to [redacted] is the temporary credit the merchant has to provide during the investigation of a Regulation -E case. On November 7, 2016, UniRush won chargebacks on two out of three chargeback processed. Credit for $139,66 will post to [redacted] RushCard by November 8th, 2016. And for the 3rd transaction, merchant has until December 3rd,2016 to reject chargeback. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202
RE: Case [redacted]
May 13, 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.
Per response, we completely understand [redacted] concern with her
dispute that was filed on 4/17/2015 and her customer service experience. The dispute was re-opened and RushCard has
determined the dispute in [redacted] favor. [redacted] has received a
final credit of $630.29 on 5/11/2015, 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
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. P.s I have attached documents that show the rules I was given when I received the offer and it did not state there was a 40 min requirement for the person referred . I also called Rushcard directly and spoke with a manager Matt who advised that rule was just updated after update so how should that apply to me ? I don't feel that is fair or right business practices . Also that is false Rushcard has never recompnse regarding this disastous update. My car insurance was cancelled because of the miss because the following week Rushcard took funding from my next check stating I owed them. I will provide any proof you need ask them what date they recompense me regarding this issue and I will provide my transaction history for that day. Thank you and if anything else is needed let me know.
Regards,
[redacted]
June 30,
2015
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 June 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
states that she has not received her funds from an error allegation dispute
filed on June 4, 2015 in the amount of $38.80. [redacted] also stated that
RushCard closed her account and requests for her account to be reopened.
On June
4, 2015 [redacted]’ filed an error allegation dispute regarding a $38.80
charge on her account. On June
16, 2015, [redacted]’
RushCard account was permanently closed in accordance to RushCard terms and
conditions. [redacted] was refunded
the error allegation dispute charge on June 25, 2015. On June 29, 2015 a
$500.00 provisional credit was reversed from [redacted] account which caused
the account to go into a negative status and debited the dispute charge. The error
allegation dispute has been final and [redacted]’ will receive a letter in
the mail regarding the outcome of the dispute.
We appreciate [redacted]’ feedback and continue to review our
processes to assure customer protection and convenience.
Tyree T.
Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
December 12, 2016 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202 Re: Complaint # [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] complaint states that she has not received the second $25.00 credit that she was promised for the UNCLERUSH promotion. [redacted] also states that all the terms and conditions were met for the promotion. On December 12, 2016, a RushCard corporate specialist, contacted [redacted] and explained the qualifier for the second $25 credit was a direct deposit of $100 or more. [redacted] said she now understands the qualifications for the second part of the promotion. RushCard considers this matter resolved. [redacted] continued with the same dispute but a single Direct Deposit as of 12/19/16 met the requirements of the promotion. Rushcard has credited the final $25 to [redacted] account to fulfill the promotion requirements. An Agent called out and left a voicemail on [redacted] phone and advised that credit had been placed on the account. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Corporate Customer Service
Why is RushCard telling me the same thing over and over. All I want is my $30 that I was supposed to recived for signing up. This IS FALSE Advertising! And I'm beyond furious
June 11,
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 June 5, 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 RushCard blocked his account in May due to card
to card review and failed verification. [redacted] also stated that he was
advised to submit a driver’s license, a social security card and valid proof of
address.
On May
28, 2015, [redacted] RushCard account ending in [redacted] was blocked as a
precautionary measure to verify that he authorized (3) $200.00 card to card transfers
on May 27, 2015. On May 29, 2015, [redacted]
[redacted] contacted RushCard customer service and failed verification. In accordance with internal policies and
security procedures, RushCard requested proof of identity from [redacted],
and he was asked to submit a copy of his Social Security Card, Government
Issued Identification, and proof of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify his identity on
June 7, 2015. On June 10, 2015, a Risk Associate
reviewed the documents submitted by [redacted], and all requested documents
were accepted as valid. A RushCard
Corporate Customer Service Specialist contacted [redacted] to advise him of
the update. [redacted] account is unblocked
with unrestricted access to his funds.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
Regards,
[redacted]
Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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. [redacted]’s complaint contends that she was unable to get in contact with
RushCard customer service. [redacted] also would like to be refunded for a
$245.80 transaction that was made on her RushCard account. On
November 9, 2015, [redacted] filed an error allegation dispute regarding a
transaction in the amount of $245.80 from The [redacted]. On November 10, 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 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]
Yes they gave me $25, but there was $25 in my account before al of this happened and it went missing and wasn't replaced. Also they still have my old expired card as active and it is not and the system doesn't even recognize my new card number.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 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 25, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: May 24, 2016 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 he has been requesting the remaining funds on his closed RushCard account be sent to him since the first week in April of 2016. [redacted] contacted RushCard customer service on several occasions requesting his $33.19 be sent to him. On May 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that a check was sent in the amount of $33.19 to the address on file, and that he should receive that in 5-7 business days. We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, 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.
The Rush card company is still not accepting responsibility. I did have my card in my possession. However on June 29 I called the Rush card company to check the balance in my account. I was informed that my Social Security Check was deposited into my account. The next thing I knew was my money was gone. Someone that I do not know, maybe someone at the Rush card company who has access to my personal information set-up a fraudulent account. I am not the only person to go through this with this company.
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 don't understand why you guys keep teaending the SAME email and not answering my concern/question. I AGAIN Will asks WHY did RushCard decline MY cash load from [redacted] to begin with!!? AGAIN after investigation with [redacted] it was found it was sent on 11/10 and for WHATEVER reason RushCard DECLINED it and still wouldn't accept it on 11/18 either. So STOP sending me the SAME email and please address my question. It like you don't want to accept fault when I already know it was RushCard fault.
Regards,
[redacted]