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.
They are still trying to send me a new card to resolve the issue when I do not want the new card. It will not arrive and they will say I have to pay $30 to get it expedited as part of their scam. If the money can't be transferred to my active account they need to credit my active account and deduct the funds from the inactive account. Your company allowing money to be put on a card that is inactive is a fraudulent way to keep people's money. Just credit my current account or the account it came from and be done with it. I am not a happy customer and will be speaking to a lawyer about your practises!
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. IT HAS NOT BEEN RESOLVED ACCORDING TO THEIR OWN POLICIES.
Regards,
[redacted]
March 31, 2017VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: Revdex.com [redacted] Complaint date: March 30, 2017 To Whom It May Concern:This letter is in response to the consumer complaint...
#[redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint that RushCard has not credited her direct deposit funds. [redacted] also states that she wants his deposit credited to his RushCard account. RushCard records indicate that no deposit has posted to date for $921.00 to [redacted] account. While we are often able to provide access to funds up to two days before the effective date, funds availability is largely based on the source of the direct deposit and the timing of the payer funding. On March 31, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback.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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have spoken with the company every day for the last few weeks. I still do not have access to my funds. I was last week they would send me money via [redacted] and would call me with a tracking number as soon as they had it. This phone call never came. What they did do was send me a new card which I was again unable to activate. I spoke with a supervisor on Wednesday as was told that she would resubmit my account for approval to have all my money wired to me and would personally call me when she received the tracking number. I was told this would take 48 hrs. Again I received no call. I just got off the phone with customer service again and was told there still is no tracking number and that someone would call me as soon as they receive the tracking number. I'm tired of being told I will be contacted or my money will be returned and it's not happening. I want my money and I want my account closed. The company has repeatedly dropped the ball. I'm tired of their excuses and lack of following through.
Regards,
[redacted]
December 21, 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 October 29, 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 RushCard blocked her account regarding multiple unauthorized transactions. [redacted] also stated that she would like full access to her funds. On October 27, 2015, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her account. A Corporate Risk Analyst attempted to contact [redacted] and a SMS message was sent to the mobile number on the account. RushCard required that [redacted] would need to replace her RushCard. On October 28, 2015, [redacted] contacted RushCard customer service and advised of the block and unauthorized transactions that were made on her account. [redacted] filed an unauthorized transaction dispute and a replacement card was issued via expedited delivery to the address on the account with waiving the $30.00 fee. On December 10, 2015, RushCard emailed the form, Written Statement of Unauthorized Debit, to the email address on file. On December 18, 2015, a customer service representative contacted [redacted] to advise her that we have not received the Written Statement of Unauthorized Debit form. RushCard dispute team sent another copy of the Written Statement of Unauthorized Debit to the email address we have on file, [redacted]. Upon receipt of the signed form from [redacted], the dispute team will be able to properly process her claim. We look forward to serving [redacted] financial needs in the future. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
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 3, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that she initiated a $200.00 card to card transfer to
[redacted] account. Additionally,
[redacted] stated the funds were misapplied to the wrong account, and as a
result, she filed an Error Allegation Card to Card Transfer Dispute in the
amount of $200.00 on May 14, 2015.
On May
4, 2015, [redacted] initiated a card to card transfer to a third party in the
amount of $200.00. Due to security
purposes, RushCard employees do not have access or authority to process card to
card transfers on a customer’s behalf. [redacted] IP Log reflects all corresponding card to card transfer activity
occurred from IP Address 73.191.28.3.
[redacted] account also shows previous history with that IP Address. On May 20, 2015, the Error Allegation Card to
Card Transfer Dispute was denied because it was determined that no error
occurred. A RushCard Corporate Customer
Service Specialist contacted [redacted] to advise her of the resolution of the
investigation and the next steps she can take if she disagrees with the outcome
of the dispute. A letter has been
sent to the address on the account notifying [redacted] of the resolution.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
October 20, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 that he was not contacted by RushCard as noted in the previous response. On October 20, 2016, a RushCard corporate customer service representative contacted [redacted] and apologized for the inconvenience and explained why his card was blocked. [redacted] was offered an express cash and to expedite his replacement card. [redacted] was satisfied with this resolution. There was a technical issue with replacing his card, but [redacted] was advised that we will forward this for further research. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
December 21, 2016 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 [redacted] December 19, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he has not received his renewal card. [redacted] called RushCard to inform his renewal card had not been received. [redacted] was advised a replacement card would be sent. [redacted] also states later he received the card in the mail and wanted the card to be reopened. On December 19, 2016, [redacted] contacted customer service regarding his renewal card not being received. [redacted] indicated that he has not received his renewal card that was processed. On December 19, 2016, a replacement card was processed for [redacted] via standard mail. On the same day, [redacted] contacted corporate customer service to advise he received his renewal card in the mail. [redacted] was advised a replacement card had been processed and that the previous card could not be reopened. On December 21,2016, a corporate customer service specialist contacted [redacted] to discuss, his account information. [redacted] declined to discuss his account information with RushCard. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
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] Once again Rushcard/[redacted] is lieing. Not ONE SINGLE one of my cards is working, and none can be loaded.Their system was down for less than one day ONLY, yet they continue to insist that was the cause. They have made no effort to contact me, and my phone records are online, and show no calls from any unknown company.Also every attempt to call from my home phone they immediately hang up as soon as two rings reveals my number. I call from an unknown number they answer, then say they'll put me threw to customer service, and leave me on hold for over 30 minutes until I hang up.Thank you for your help,[redacted]
January 17, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 12, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]omplaint states that she was not been able to transfer funds from one RushCard account to another RushCard account. [redacted] states she got an error message that said she exceeded her limit. Further, [redacted] states she has not exceeded her monthly limit. [redacted] said she was offered a replacement card for the card her deposit posted on. [redacted] stated she did not want a replacement card, she just wants to transfer her remaining balance. On 1/12/18 [redacted] contacted RushCard customer service stating she was getting a message that she exceeded her limit for card to card transfers. [redacted] further states she was told that she exceeded her monthly limit for transfers. On 1/17/18, a corporate resolution specialist contacted [redacted] to apologize for any misinformation and to inform her that the limit is within a 24hr period. [redacted] indicated that she understood. We appreciate [redacted]’s feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate 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 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
This no better than the last message even with the documentation I provided
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. Again, once Rushcard realizes their error I will take the rest of my money owed to me in the amount of $80.46, by check via postal mail!
Regards,
[redacted]
October 19,
2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
...
Consumer: [redacted]
Singleton
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.
[redacted] complaint states that due to the RushCard updating the system he is unable
to reach anyone from the RushCard Call Centers. [redacted] also stated that
he is in need of his direct deposit.
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. [redacted] 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 Corporate Customer Service Specialist contacted
[redacted] and provided an $80.00 customer service credit to his account for
the inconvenience. On October 14, 2015, [redacted] received his direct
deposit and it has posted to his card ending in [redacted].
Again,
we deeply apologize for the problems this outage caused and pledge our best
efforts toward preventing this from happening again.
Regards,
Tyree T.
Customer Service Specialist
May 9, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: May 9, 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 is holding her funds and will not release them. [redacted] is requesting her funds be put back on her card as soon as possible. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on May 3, 2017 and spoke to and agent that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release Letter. On May 4, 2017, we received such a Letter from [redacted]. On May 9, 2017 RushCard contacted the merchant to verify the Letter. Upon confirmation, the merchant’s hold for $88.15 was released and the funds were made available. A corporate customer service representative attempted to contact [redacted] to advise her of this information. A detailed message was left regarding this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. 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.
[redacted]As I stated before I was under the impression that it was a credit due to there error. If that was the case, then they should have not posted that amount in my account without any explanation. They never sent an email or anything stating that we made an posting error and that the money will be withdrawn from your account. I sent the documents showing the account activity. Now I am not accepting this matter because of an error that they made. So until I get my account straight and with my direct deposit back I will make this an legal battle. I have the right to know what is going on with my account and no one has the right to go into someone account without notifying them of it. I want my account fix and my money back and the bank account closed.[redacted]
Regards,
[redacted]
A review on the investigation was conducted. On April 25, 2017, the dispute was re-decisioned in [redacted] favor and the disputed $2,467.38 was credited to her account.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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] * Has company addressed issue? -If not, why? No the company as not addressed anything to me after I called in to start the dispute. Did not send any letters or anything telling me reasons it was not refunded or anything in the matter. I did call and spoke with a reps when I was not at work and got no where just stated a letter was sent never got it. So no the company as not addressed anything with me regarding the transactions disputed. * If an offer of resolution was made, has company fulfilled the offer? There was no offer made or brought up to me all I was seeking is for them to help me get funded the money regarding the 2 transactions I had called them regarding totaling $179.99 and refund of dispute it's self was not resolved or discussed further in that matter. Thank you, [redacted] If any other information from me maybe need regarding assigned ID listed above email: [redacted]Cell: ###-###-####.GmailGoogle+CalendarWebmoreSent MailClaim# [redacted]InboxGeri DavisAssigned ID: [redacted] Has company addressed issue? -If not, why? No the company as not addressed anything to me after I called in to start the di...Tina Geersto meSep 27DetailsThank you for your additional comments, we have added them to your complaint file and will forward the information to Unirush and request that they respond to your additional concerns. Revdex.com will notify you via email once the business responds. I hope this information is helpful to you and thank you again for using Revdex.com services.Tina Geers | Marketplace Resource ConsultantP: ###-###-####F: ###-###-####Email: [email protected]| Start With Trust®Revdex.com Serving Southern Ohio, Northern Kentucky, Southeast Indiana1 E. Fourth Street, Suite 600Cincinnati, OH 45202On Tue, Sep 26, 2017 at 7:05 PM, Geri Davis <[email protected]> wrote:Assigned ID: [redacted] Has company addressed issue? -If not, why? No the company as not addressed anything to me after I called in to start the dispute. Did not send any letters or anything telling me reasons it was not refunded or anything in the matter. I did call and spoke with a reps when I was not at work and got no where just stated a letter was sent never got it. So no the company as not addressed anything with me regarding the transactions disputed. * If an offer of resolution was made, has company fulfilled the offer? There was no offer made or brought up to me all I was seeking is for them to help me get funded the money regarding the 2 transactions I had called them regarding totaling $179.99 and refund of dispute it's self was not resolved or discussed further in that matter. Thank you, [redacted] A. [redacted] If any other information from me maybe need regarding assigned ID listed above email: [email protected]: ###-###-####.ReplyForwardView Gmail in: Mobile | Older version | Desktop© 2017 Google
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.
They are still trying to send me a new card to resolve the issue when I do not want the new card. It will not arrive and they will say I have to pay $30 to get it expedited as part of their scam. If the money can't be transferred to my active account they need to credit my active account and deduct the funds from the inactive account. Your company allowing money to be put on a card that is inactive is a fraudulent way to keep people's money. Just credit my current account or the account it came from and be done with it. I am not a happy customer and will be speaking to a lawyer about your practises!
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. IT HAS NOT BEEN RESOLVED ACCORDING TO THEIR OWN POLICIES.
Regards,
[redacted]
March 31, 2017VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: Revdex.com [redacted] Complaint date: March 30, 2017 To Whom It May Concern:This letter is in response to the consumer complaint...
#[redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint that RushCard has not credited her direct deposit funds. [redacted] also states that she wants his deposit credited to his RushCard account. RushCard records indicate that no deposit has posted to date for $921.00 to [redacted] account. While we are often able to provide access to funds up to two days before the effective date, funds availability is largely based on the source of the direct deposit and the timing of the payer funding. On March 31, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback.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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have spoken with the company every day for the last few weeks. I still do not have access to my funds. I was last week they would send me money via [redacted] and would call me with a tracking number as soon as they had it. This phone call never came. What they did do was send me a new card which I was again unable to activate. I spoke with a supervisor on Wednesday as was told that she would resubmit my account for approval to have all my money wired to me and would personally call me when she received the tracking number. I was told this would take 48 hrs. Again I received no call. I just got off the phone with customer service again and was told there still is no tracking number and that someone would call me as soon as they receive the tracking number. I'm tired of being told I will be contacted or my money will be returned and it's not happening. I want my money and I want my account closed. The company has repeatedly dropped the ball. I'm tired of their excuses and lack of following through.
Regards,
[redacted]
December 21, 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 October 29, 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 RushCard blocked her account regarding multiple unauthorized transactions. [redacted] also stated that she would like full access to her funds. On October 27, 2015, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her account. A Corporate Risk Analyst attempted to contact [redacted] and a SMS message was sent to the mobile number on the account. RushCard required that [redacted] would need to replace her RushCard. On October 28, 2015, [redacted] contacted RushCard customer service and advised of the block and unauthorized transactions that were made on her account. [redacted] filed an unauthorized transaction dispute and a replacement card was issued via expedited delivery to the address on the account with waiving the $30.00 fee. On December 10, 2015, RushCard emailed the form, Written Statement of Unauthorized Debit, to the email address on file. On December 18, 2015, a customer service representative contacted [redacted] to advise her that we have not received the Written Statement of Unauthorized Debit form. RushCard dispute team sent another copy of the Written Statement of Unauthorized Debit to the email address we have on file, [redacted]. Upon receipt of the signed form from [redacted], the dispute team will be able to properly process her claim. We look forward to serving [redacted] financial needs in the future. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
June 10,
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 3, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that she initiated a $200.00 card to card transfer to
[redacted] account. Additionally,
[redacted] stated the funds were misapplied to the wrong account, and as a
result, she filed an Error Allegation Card to Card Transfer Dispute in the
amount of $200.00 on May 14, 2015.
On May
4, 2015, [redacted] initiated a card to card transfer to a third party in the
amount of $200.00. Due to security
purposes, RushCard employees do not have access or authority to process card to
card transfers on a customer’s behalf. [redacted] IP Log reflects all corresponding card to card transfer activity
occurred from IP Address 73.191.28.3.
[redacted] account also shows previous history with that IP Address. On May 20, 2015, the Error Allegation Card to
Card Transfer Dispute was denied because it was determined that no error
occurred. A RushCard Corporate Customer
Service Specialist contacted [redacted] to advise her of the resolution of the
investigation and the next steps she can take if she disagrees with the outcome
of the dispute. A letter has been
sent to the address on the account notifying [redacted] of the resolution.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
[redacted]
Corporate Customer Service
October 20, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 that he was not contacted by RushCard as noted in the previous response. On October 20, 2016, a RushCard corporate customer service representative contacted [redacted] and apologized for the inconvenience and explained why his card was blocked. [redacted] was offered an express cash and to expedite his replacement card. [redacted] was satisfied with this resolution. There was a technical issue with replacing his card, but [redacted] was advised that we will forward this for further research. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
December 21, 2016 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 [redacted] December 19, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he has not received his renewal card. [redacted] called RushCard to inform his renewal card had not been received. [redacted] was advised a replacement card would be sent. [redacted] also states later he received the card in the mail and wanted the card to be reopened. On December 19, 2016, [redacted] contacted customer service regarding his renewal card not being received. [redacted] indicated that he has not received his renewal card that was processed. On December 19, 2016, a replacement card was processed for [redacted] via standard mail. On the same day, [redacted] contacted corporate customer service to advise he received his renewal card in the mail. [redacted] was advised a replacement card had been processed and that the previous card could not be reopened. On December 21,2016, a corporate customer service specialist contacted [redacted] to discuss, his account information. [redacted] declined to discuss his account information with RushCard. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
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] Once again Rushcard/[redacted] is lieing. Not ONE SINGLE one of my cards is working, and none can be loaded.Their system was down for less than one day ONLY, yet they continue to insist that was the cause. They have made no effort to contact me, and my phone records are online, and show no calls from any unknown company.Also every attempt to call from my home phone they immediately hang up as soon as two rings reveals my number. I call from an unknown number they answer, then say they'll put me threw to customer service, and leave me on hold for over 30 minutes until I hang up.Thank you for your help,[redacted]
January 17, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 12, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]omplaint states that she was not been able to transfer funds from one RushCard account to another RushCard account. [redacted] states she got an error message that said she exceeded her limit. Further, [redacted] states she has not exceeded her monthly limit. [redacted] said she was offered a replacement card for the card her deposit posted on. [redacted] stated she did not want a replacement card, she just wants to transfer her remaining balance. On 1/12/18 [redacted] contacted RushCard customer service stating she was getting a message that she exceeded her limit for card to card transfers. [redacted] further states she was told that she exceeded her monthly limit for transfers. On 1/17/18, a corporate resolution specialist contacted [redacted] to apologize for any misinformation and to inform her that the limit is within a 24hr period. [redacted] indicated that she understood. We appreciate [redacted]’s feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate 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 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
This no better than the last message even with the documentation I provided
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. Again, once Rushcard realizes their error I will take the rest of my money owed to me in the amount of $80.46, by check via postal mail!
Regards,
[redacted]
October 19,
2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
...
Consumer: [redacted]
Singleton
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.
[redacted] complaint states that due to the RushCard updating the system he is unable
to reach anyone from the RushCard Call Centers. [redacted] also stated that
he is in need of his direct deposit.
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. [redacted] 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 Corporate Customer Service Specialist contacted
[redacted] and provided an $80.00 customer service credit to his account for
the inconvenience. On October 14, 2015, [redacted] received his direct
deposit and it has posted to his card ending in [redacted].
Again,
we deeply apologize for the problems this outage caused and pledge our best
efforts toward preventing this from happening again.
Regards,
Tyree T.
Customer Service Specialist
May 9, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: May 9, 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 is holding her funds and will not release them. [redacted] is requesting her funds be put back on her card as soon as possible. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on May 3, 2017 and spoke to and agent that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release Letter. On May 4, 2017, we received such a Letter from [redacted]. On May 9, 2017 RushCard contacted the merchant to verify the Letter. Upon confirmation, the merchant’s hold for $88.15 was released and the funds were made available. A corporate customer service representative attempted to contact [redacted] to advise her of this information. A detailed message was left regarding this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. 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.
[redacted]As I stated before I was under the impression that it was a credit due to there error. If that was the case, then they should have not posted that amount in my account without any explanation. They never sent an email or anything stating that we made an posting error and that the money will be withdrawn from your account. I sent the documents showing the account activity. Now I am not accepting this matter because of an error that they made. So until I get my account straight and with my direct deposit back I will make this an legal battle. I have the right to know what is going on with my account and no one has the right to go into someone account without notifying them of it. I want my account fix and my money back and the bank account closed.[redacted]
Regards,
[redacted]
A review on the investigation was conducted. On April 25, 2017, the dispute was re-decisioned in [redacted] favor and the disputed $2,467.38 was credited to her account.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service