In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. We would not know if [redacted] has won the chargeback until May 2nd.
It was impossible for me to make a transaction in [redacted] when I was in [redacted] on the date that withdrawal was made and when I called I explained that to them ...
May 9, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted]on May 5, 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 contends that she would like to have access to the funds on her account. [redacted] has requested her card be expedited via UPS. [redacted] contacted RushCard customer service to request a replacement card which she received but experienced issues in activating the card. We show we replaced [redacted] card 4 times over the last 3 months. After researching [redacted] account, we show her account experienced a systematic error in where she was unable to activate her card. This issue has been rectified and as a courtesy we have refunded the expedited card fees accessed to her account. A customer service representative issued a replacement card on Saturday May 7, 2016. [redacted] should receive her replacement card on Tuesday and she can contact our customer service to obtain her tracking number for the card. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service and the system issues she’s endured. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I reject the business response because it is a lie and inaccurate. My conversation/s with the reps did not go that way. I was told before I filed this complaint that there is nothing they can do to rectify my problem. All calls are recorded so it is on file.
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.
Not only was I inconvenienced in not being able to access my money for 12 days on Thursday, October 22nd I contacted RUSHCARD member services to advise that there is $420.00 missing from my account ending in [redacted] due the glitch in their system from Oct 12th to Oct 22nd. Representatives by the name of Jessica and Dan advised that a tracking/tracing request has been submitted and funds will be credited to my account within 1-2 business days. Today being the 3rd business day a credit does not appear to be posted to my account. I request the executive office of UniRush or someone in their line of business contact me as soon as possible.
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 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
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. I do hope that the indeed do what they said they did and closed the account with my email.
Regards,
[redacted]
May 16, 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 attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from Dystany Luckey on March 31, 2017. 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 she loaded a $150.00 cash load onto her RushCard account on May 12, 2017. [redacted] also states that she has not received her funds when she loaded them. [redacted] would like for the cash load to be credited to her RushCard account. On May 15, 2017, we contacted [redacted] to discuss her missing cash load funds of $150.00. We advised [redacted] that RushCard was researching her missing cash load funds. As of May 16, 2017, this issue has been resolved and [redacted] RushCard account ending in [redacted] has been credited for the cash load of $150.00. We have attempted to contact [redacted] on May 16, 2017 to advise of the following information. If [redacted] has questions or concerns regarding her RushCard account, we ask that she contact us. We apologize for any inconvenience this has caused [redacted]. Regards, RushCard Corporate Customer Service
January 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: December 30, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard blocked his account because of credit without debit. [redacted] also state’s we put a hold on his account and ask him to provide documents, so we can identify him and debit receipt showing for the credits they received. On December 18 & 26, 2017 [redacted] RushCard received 3 credits without an offsetting debit. This type of transaction is prohibited by Visa rules and is a sign of possible fraud or illegal activity. A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit. On December 28, 2017 we received the requested documents. The documents received are not valid. On January 5, 2018 a Corporate Resolutions Specialist attempted to call [redacted] to advise him of this, and left a detailed message. On January 5, 2018, [redacted] contacted RushCard customer service and asked that his account be closed. We closed his account and sent him the remaining balance on his account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
The Revdex.com7 W Seventh St, Suite 1600Cincinnati Ohio 45202-2468 RE: [redacted] May6, 2015 Wereceived [redacted] complaint regarding her funds and the level of customerservice received. RushCard logs all customer contact and activity...
associatedwith financial cards. Icompletely understand the frustration [redacted] experienced while trying toget in touch with RushCard customer service. RushCard was experiencingunusually high call volume and the wait time to get to an agent was extended. Arepresentative from the corporate office did reach out to [redacted] to get thedetails behind her concern and complaint. [redacted] experienced two latesettlements that were processed onto her RushCard. Transactions usually settlewithin 2 business days of the hold being released onto RushCard accounts. Onthese particular transactions, there was a delay and both ATM transactionssettled on 4/29/2015. We sincerely apologize for any confusion this has caused[redacted]. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]
[redacted]CustomerService Specialist
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. Thank you so much for your assistance, I appreciated it so much.
Regards,
[redacted]
They still have not issued me my full direct deposit payment. They keep giving run around say that it is in dispute. They still owe me $106 plus all my late fees I have inquired because of there neglegence. If it was still in dispute then why did I receive some of the money. I am tiers of dealing with these people who are rude and do not know what they are doing. Every time I call I get a different answer. Thank you [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]
Again for the 3rd time now , Rush card is lying they are sending the Same letter and you guys are just forwarding it to me. Where are the dates I asked for . I just want my money back please call me directly I'mStarting to think you guys are joining with be not even reading my replies
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. The company has not reached out to as I have requested, my account is still declining transactions and I am still unable to access my online account. Giving away a fee holiday means absolutely nothing to us customers. This ongoing problem with Rush card is causing some major delays for customers. In addition to them not responding and customers not able to contact them due to phone automatically hangs up on you. This is poor customer service at its best.
March 31, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on March 17, 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 contends that RushCard blocked her card, and that she would have to wait for a replacement card. [redacted] also states that she did not ask RushCard to block her card and needs to have access to the funds on her account. Per previous response on July 31, 2014 [redacted] spoke with RushCard customer service and was advised that the card account was blocked due to the card being compromised. [redacted] was advised that a card replacement needed to be processed. [redacted] rejected the card replacement to be sent to her. On May 31, 2016 a corporate customer service representative attempted to contact [redacted] to advise of the information regarding her RushCard account. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
October 26,
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 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. RushCard
completely understands the impact our mandatory updates have had on our
cardholders and we thank you for your patience during this transition. We are not able
to respond in a timely manner to the high level of cardholder volume and
e-mails that are being received. We have been working
diligently to get our system back up and running smoothly. Currently our
website is stable and will have accurate account information and full access.
Your RushCard is available to make purchases and should be functioning
properly. At RushCard, it is our responsibility to have our
cardholders’ funds available 24/7, when needed. We understand the serious
consequences when we fail in meeting that expectation. A $20.00 customer
service credit has been provided to [redacted]’s account for the inconvenience.
Again, we deeply apologize for the problems this outage
caused and pledge our best efforts toward preventing this from happening again. Regards,RushCard 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
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms. [redacted] have access to
her 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. A $20.00 credit has been
applied to Ms. [redacted]’s account due to the inconvenience. 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 22, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 17, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states he is being double billed on transactions when using his card and is expecting a refund for these transactions. No specific details were given for when [redacted] was double billed. RushCard’s account history indicates that no transaction has been duplicated on his account. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Customer Service
October 28, 2015VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 21, 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
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. We would not know if [redacted] has won the chargeback until May 2nd.
It was impossible for me to make a transaction in [redacted] when I was in [redacted] on the date that withdrawal was made and when I called I explained that to them ...
May 9, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted]on May 5, 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 contends that she would like to have access to the funds on her account. [redacted] has requested her card be expedited via UPS. [redacted] contacted RushCard customer service to request a replacement card which she received but experienced issues in activating the card. We show we replaced [redacted] card 4 times over the last 3 months. After researching [redacted] account, we show her account experienced a systematic error in where she was unable to activate her card. This issue has been rectified and as a courtesy we have refunded the expedited card fees accessed to her account. A customer service representative issued a replacement card on Saturday May 7, 2016. [redacted] should receive her replacement card on Tuesday and she can contact our customer service to obtain her tracking number for the card. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service and the system issues she’s endured. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I reject the business response because it is a lie and inaccurate. My conversation/s with the reps did not go that way. I was told before I filed this complaint that there is nothing they can do to rectify my problem. All calls are recorded so it is on file.
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.
Not only was I inconvenienced in not being able to access my money for 12 days on Thursday, October 22nd I contacted RUSHCARD member services to advise that there is $420.00 missing from my account ending in [redacted] due the glitch in their system from Oct 12th to Oct 22nd. Representatives by the name of Jessica and Dan advised that a tracking/tracing request has been submitted and funds will be credited to my account within 1-2 business days. Today being the 3rd business day a credit does not appear to be posted to my account. I request the executive office of UniRush or someone in their line of business contact me as soon as possible.
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 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
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. I do hope that the indeed do what they said they did and closed the account with my email.
Regards,
[redacted]
May 16, 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 attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from Dystany Luckey on March 31, 2017. 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 she loaded a $150.00 cash load onto her RushCard account on May 12, 2017. [redacted] also states that she has not received her funds when she loaded them. [redacted] would like for the cash load to be credited to her RushCard account. On May 15, 2017, we contacted [redacted] to discuss her missing cash load funds of $150.00. We advised [redacted] that RushCard was researching her missing cash load funds. As of May 16, 2017, this issue has been resolved and [redacted] RushCard account ending in [redacted] has been credited for the cash load of $150.00. We have attempted to contact [redacted] on May 16, 2017 to advise of the following information. If [redacted] has questions or concerns regarding her RushCard account, we ask that she contact us. We apologize for any inconvenience this has caused [redacted]. Regards, RushCard Corporate Customer Service
January 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: December 30, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard blocked his account because of credit without debit. [redacted] also state’s we put a hold on his account and ask him to provide documents, so we can identify him and debit receipt showing for the credits they received. On December 18 & 26, 2017 [redacted] RushCard received 3 credits without an offsetting debit. This type of transaction is prohibited by Visa rules and is a sign of possible fraud or illegal activity. A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit. On December 28, 2017 we received the requested documents. The documents received are not valid. On January 5, 2018 a Corporate Resolutions Specialist attempted to call [redacted] to advise him of this, and left a detailed message. On January 5, 2018, [redacted] contacted RushCard customer service and asked that his account be closed. We closed his account and sent him the remaining balance on his account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
The Revdex.com7 W Seventh St, Suite 1600Cincinnati Ohio 45202-2468 RE: [redacted] May6, 2015 Wereceived [redacted] complaint regarding her funds and the level of customerservice received. RushCard logs all customer contact and activity...
associatedwith financial cards. Icompletely understand the frustration [redacted] experienced while trying toget in touch with RushCard customer service. RushCard was experiencingunusually high call volume and the wait time to get to an agent was extended. Arepresentative from the corporate office did reach out to [redacted] to get thedetails behind her concern and complaint. [redacted] experienced two latesettlements that were processed onto her RushCard. Transactions usually settlewithin 2 business days of the hold being released onto RushCard accounts. Onthese particular transactions, there was a delay and both ATM transactionssettled on 4/29/2015. We sincerely apologize for any confusion this has caused[redacted]. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]
[redacted]CustomerService Specialist
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. Thank you so much for your assistance, I appreciated it so much.
Regards,
[redacted]
They still have not issued me my full direct deposit payment. They keep giving run around say that it is in dispute. They still owe me $106 plus all my late fees I have inquired because of there neglegence. If it was still in dispute then why did I receive some of the money. I am tiers of dealing with these people who are rude and do not know what they are doing. Every time I call I get a different answer. Thank you [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]
Again for the 3rd time now , Rush card is lying they are sending the Same letter and you guys are just forwarding it to me. Where are the dates I asked for . I just want my money back please call me directly I'mStarting to think you guys are joining with be not even reading my replies
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. The company has not reached out to as I have requested, my account is still declining transactions and I am still unable to access my online account. Giving away a fee holiday means absolutely nothing to us customers. This ongoing problem with Rush card is causing some major delays for customers. In addition to them not responding and customers not able to contact them due to phone automatically hangs up on you. This is poor customer service at its best.
Regards,
[redacted]
March 31, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on March 17, 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 contends that RushCard blocked her card, and that she would have to wait for a replacement card. [redacted] also states that she did not ask RushCard to block her card and needs to have access to the funds on her account. Per previous response on July 31, 2014 [redacted] spoke with RushCard customer service and was advised that the card account was blocked due to the card being compromised. [redacted] was advised that a card replacement needed to be processed. [redacted] rejected the card replacement to be sent to her. On May 31, 2016 a corporate customer service representative attempted to contact [redacted] to advise of the information regarding her RushCard account. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
October 26,
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 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. RushCard
completely understands the impact our mandatory updates have had on our
cardholders and we thank you for your patience during this transition. We are not able
to respond in a timely manner to the high level of cardholder volume and
e-mails that are being received. We have been working
diligently to get our system back up and running smoothly. Currently our
website is stable and will have accurate account information and full access.
Your RushCard is available to make purchases and should be functioning
properly. At RushCard, it is our responsibility to have our
cardholders’ funds available 24/7, when needed. We understand the serious
consequences when we fail in meeting that expectation. A $20.00 customer
service credit has been provided to [redacted]’s account for the inconvenience.
Again, we deeply apologize for the problems this outage
caused and pledge our best efforts toward preventing this from happening again. Regards,RushCard 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
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms. [redacted] have access to
her 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. A $20.00 credit has been
applied to Ms. [redacted]’s account due to the inconvenience. 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 22, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 17, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states he is being double billed on transactions when using his card and is expecting a refund for these transactions. No specific details were given for when [redacted] was double billed. RushCard’s account history indicates that no transaction has been duplicated on his account. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Customer Service
October 28, 2015VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 21, 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