November
13, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7
W Seventh St Suite 1600Cincinnati
Ohio 45202Re: 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 November 5,
2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources. [redacted] account has been closed and funds have been moved to a holding account
with [redacted]. As part of our transition
from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and
[redacted] customer service will have to assist further regarding [redacted]
funds. On 3/16/2015 [redacted] spoke to a representative from [redacted] and was
educated to provide additional documentation: a valid driver’s license or state
ID, a signed social security card and proof of address. [redacted] will need to
send the documents to [redacted] fax number ###-###-#### for further review. If
[redacted] have any questions or concerns regarding access to her funds please contact
[redacted] customer service at ###-###-####.We
appreciate [redacted] feedback and apologize for any inconvenience and
frustration this may have caused.RushCard
Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 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 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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. No I don't agree with this. She told me something differnt on the phone she said that I was getting $142 dollars back. I shouldn't have to pay for a card that they never activated or a monthly fee when I couldnt even use the account because they activated a card that went to an address other then mine when I called and told them before this situation occurred. I do not accept this I want the remainder of my money that was deposited in my account $142 witch will equal the amount of my check $1848. I am tied of them lieing to me. Today on the phone she said she was sending me a check for $142 and it would take another 3 to 4 days to investigate. I don't understand how much more investigation they need to do. I am frustrated and fed up. They are not true to their word.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
This business sent the funds that were owed to my account and it SEEMED like everything was fine and in working order. Now they have issued a $25.00 credit to my account for the system outage but in doing so it has also placed yet ANOTHER hold on my account. I am getting very aggravated by this company. I have tried to call their number only to be disappointed by them yet again as they will NOT answer the phone and it continues to hang up when being connected to a representative. I would like a response IMMEDIATELY. I will be contacting my lawyer [redacted] and she will take things into her hands from this point on.
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] Dear Revdex.com: This response that I received is not true and the problem have not been fixed. There are thousands of people that is going through the same problem that I am and still is as of today. Unirush keep telling us lies after lies after lies and I am over it. It has been more than a week now and there are people that have lost everything due to this matter. I feel that giving us free fee for four months is not going to cut it. We need our money back now and compensated for this hardship. Thank you.
November 16, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted]To Whom It May Concern:This letter is...
in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on November 8, 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 held her
funds from a hotel transaction. [redacted] also stated that she would like for
the $217.99 transaction to be release back to her RushCard account.On October 11, 2015, a
hotel hold transaction for the amount of $217.99 was made on [redacted]
account. [redacted] contacted RushCard customer service to advise that the
transaction needed to be released. [redacted] was advised by the representative
that her request will be escalated to the corporate office for further review. Per
RushCard Cardholder Agreement, if the card is
used for a car rental purchase, or for similar purchases like at restaurants or
hotels, the merchant may preauthorize the transaction amount for the purchase
amount plus up to 20% or more to ensure there are sufficient funds available to
cover tips or incidental expenses incurred. Any preauthorization amount will
place a "hold" on your available funds until the merchant sends us
the final payment amount of your purchase. Once the final payment amount is
received, the preauthorization amount on hold will be removed. All transactions
relating to car rentals may result in a hold for that amount of funds for up to
thirty-five (35) days. During the hold period, you will not have access to the
preauthorized amount. The $217.99 hold was released back to the Ms.
[redacted] RushCard. We appreciate [redacted]
feedback and once again we sincerely apologize for the inconvenience this matter
has caused. RushCard Customer Service
January 6, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] Complaint date: August 18, 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 states that he applied RushCard’s promotional Refer a Friend referral code and has yet to receive his promotional credit of $30.00. [redacted] states he was also eligible for our social share promotional credit of $10.00. [redacted] is requesting a $30 credit for the Refer a Friend promotion and the Social Share promotion credit of $10 to be applied to his account. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on December 5, 2016, not using a Refer a Friend code. After review of [redacted] RushCard account, it was determined that he does not qualify for the Refer a Friend payout. On December 21 & 22 2016, a RushCard corporate customer service through Social media specialist attempted to explain there was no promotional code received to [redacted]. On Dec 22nd a Customer Service agent attempted to contact [redacted] to advise him of this information. A message was left with a callback number. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable 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
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]
Unirush stated to me there fax machine has been d9own for a week now and could not get the form needed this company seems to be telling all kinds of lies and dont take nothing serious at all also the company told me they dont follow none the federal banking comm laws and they are above the law this company di a third party call to the merchant and the merchant auth the holds to be releashed the bank of unirush loves to play games with people money and they dont give you a dime back as per [redacted] and the merchant the one of the 2 transaction was delclined by unirush and that hold could have dropped off in 3 days making it dec 2nd 2015 and they chose to hold the amounts after the 3rd or 5 th days as per the federal banking comm these holds should have been put back in my account instead rush card chose to keep the money for 11 days before releashing any money after spweaking with a manager who said after 10 days the money at the time the holds were placed would then the money be releashed however that never happened either it was not till after mid night did the funds releash on the 11th day there is no bank out here who holds people money this long rush card seems to love to break the law and no one seems to be able to touch them bad business if you ask me
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 asked about a provisional credit so I can pay my bills and I was told they don't do that! So now I want double the amount that was taken to pay for the late fees and bills that were not paid because of the lies I was told! I was also told by a supervisor that my money would be back in my account within 24 hrs and that was a lie and I had family in town for the weekend and plans that we ruined!!! So this response will NOT WORK!
Revdex.com:
My direct deposit is normally on Wednesday before 11:30 pm. I have talked someone at UNIRUSH on the main number. The young lady was very nice. Told me that UNIRUSH was late posting deposits.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
October 20,
2015
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
Complaint number: [redacted]
Complaint date: October 13, 2015
To 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
June 29, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: June 28, 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. In [redacted] complaint, she states she filed an unauthorized dispute after her card was stolen. She is requesting a refund. Our records indicate on May 31, 2017 to dispute Unauthorized ATM transactions totaling $807. Subsequently on [redacted] dispute form she stated her card was stolen and her pin was memorized and not shared with anyone. Based on the above, the Disputes Team concluded the that the transactions were, in fact, authorized.
February 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 2015 To 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. Per RushCard Cardholder Agreement the disputes process can take up to 45 to 90 days to investigate and research the claim. [redacted] must make a good faith attempt to resolve with the merchant. If [redacted] is unable to resolve with the merchant please provide documentation to support the claim for other recovery options or send back the signed error allegation dispute form. We have received the signed error allegation dispute form or documentation for [redacted] claim. On February 3, 2016, the error allegation disputes form was faxed to the disputes department. We appreciate [redacted] feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. 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,
WHEN I RECIEVED MY DEPOSIT ON THE 16TH OF LAST MONTH,MY BALANCE WAS SUPPOSED TO HAVE BEEN $950 BUT IT NEVER WAS. IT ONLY HAD $476.63
[redacted]
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. In [redacted] complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,467.00. she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed. Our records indicate on March 2nd, 2017, [redacted] contacted RushCard to file an Unauthorized dispute for ATM transactions totaling $2,467.38. [redacted] claimed her had been in her possession when the fraudulent transactions occurred and her pin number had been memorized and never been shared. On March 15, 2017, [redacted] case was denied due to no error found. [redacted] account is new with RushCard, she had just been a recent RushCard customer, and her card had just been recently activated before the fraud. [redacted] account was closed after her dispute was denied because she is considered high risk. Regards, RushCard Corporate Customer Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[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 [redacted]er 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 [redacted]er 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
On June 17th,2016. [redacted] contacted UniRush to file a dispute for two unauthorized payments made to [redacted], posted June 17th, 2016. [redacted] hung up the phone before the dispute agent was able to gather any additional information. UniRush blocked the compromised card and issued a replacement card and sent it to the address on file. [redacted] called a few minutes later and spoke with a different agent. Agent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account. On June 27th, 2016, UniRush used its resources via [redacted] to file a chargeback. On July 10th, 2016, UniRush concluded no error occurred. Merchant provided documents showing merchandise was delivered at [redacted] address, [redacted]. Also, [redacted] made four payments to the merchant in the past. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
November
13, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7
W Seventh St Suite 1600Cincinnati
Ohio 45202Re: 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 November 5,
2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources. [redacted] account has been closed and funds have been moved to a holding account
with [redacted]. As part of our transition
from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and
[redacted] customer service will have to assist further regarding [redacted]
funds. On 3/16/2015 [redacted] spoke to a representative from [redacted] and was
educated to provide additional documentation: a valid driver’s license or state
ID, a signed social security card and proof of address. [redacted] will need to
send the documents to [redacted] fax number ###-###-#### for further review. If
[redacted] have any questions or concerns regarding access to her funds please contact
[redacted] customer service at ###-###-####.We
appreciate [redacted] feedback and apologize for any inconvenience and
frustration this may have caused.RushCard
Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 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 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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. No I don't agree with this. She told me something differnt on the phone she said that I was getting $142 dollars back. I shouldn't have to pay for a card that they never activated or a monthly fee when I couldnt even use the account because they activated a card that went to an address other then mine when I called and told them before this situation occurred. I do not accept this I want the remainder of my money that was deposited in my account $142 witch will equal the amount of my check $1848. I am tied of them lieing to me. Today on the phone she said she was sending me a check for $142 and it would take another 3 to 4 days to investigate. I don't understand how much more investigation they need to do. I am frustrated and fed up. They are not true to their word.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
This business sent the funds that were owed to my account and it SEEMED like everything was fine and in working order. Now they have issued a $25.00 credit to my account for the system outage but in doing so it has also placed yet ANOTHER hold on my account. I am getting very aggravated by this company. I have tried to call their number only to be disappointed by them yet again as they will NOT answer the phone and it continues to hang up when being connected to a representative. I would like a response IMMEDIATELY. I will be contacting my lawyer [redacted] and she will take things into her hands from this point on.
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] Dear Revdex.com: This response that I received is not true and the problem have not been fixed. There are thousands of people that is going through the same problem that I am and still is as of today. Unirush keep telling us lies after lies after lies and I am over it. It has been more than a week now and there are people that have lost everything due to this matter. I feel that giving us free fee for four months is not going to cut it. We need our money back now and compensated for this hardship. Thank you.
November 16, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted]To Whom It May Concern:This letter is...
in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on November 8, 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 held her
funds from a hotel transaction. [redacted] also stated that she would like for
the $217.99 transaction to be release back to her RushCard account.On October 11, 2015, a
hotel hold transaction for the amount of $217.99 was made on [redacted]
account. [redacted] contacted RushCard customer service to advise that the
transaction needed to be released. [redacted] was advised by the representative
that her request will be escalated to the corporate office for further review. Per
RushCard Cardholder Agreement, if the card is
used for a car rental purchase, or for similar purchases like at restaurants or
hotels, the merchant may preauthorize the transaction amount for the purchase
amount plus up to 20% or more to ensure there are sufficient funds available to
cover tips or incidental expenses incurred. Any preauthorization amount will
place a "hold" on your available funds until the merchant sends us
the final payment amount of your purchase. Once the final payment amount is
received, the preauthorization amount on hold will be removed. All transactions
relating to car rentals may result in a hold for that amount of funds for up to
thirty-five (35) days. During the hold period, you will not have access to the
preauthorized amount. The $217.99 hold was released back to the Ms.
[redacted] RushCard. We appreciate [redacted]
feedback and once again we sincerely apologize for the inconvenience this matter
has caused. RushCard Customer Service
January 6, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] Complaint date: August 18, 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 states that he applied RushCard’s promotional Refer a Friend referral code and has yet to receive his promotional credit of $30.00. [redacted] states he was also eligible for our social share promotional credit of $10.00. [redacted] is requesting a $30 credit for the Refer a Friend promotion and the Social Share promotion credit of $10 to be applied to his account. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on December 5, 2016, not using a Refer a Friend code. After review of [redacted] RushCard account, it was determined that he does not qualify for the Refer a Friend payout. On December 21 & 22 2016, a RushCard corporate customer service through Social media specialist attempted to explain there was no promotional code received to [redacted]. On Dec 22nd a Customer Service agent attempted to contact [redacted] to advise him of this information. A message was left with a callback number. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable 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
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]
Unirush stated to me there fax machine has been d9own for a week now and could not get the form needed this company seems to be telling all kinds of lies and dont take nothing serious at all also the company told me they dont follow none the federal banking comm laws and they are above the law this company di a third party call to the merchant and the merchant auth the holds to be releashed the bank of unirush loves to play games with people money and they dont give you a dime back as per [redacted] and the merchant the one of the 2 transaction was delclined by unirush and that hold could have dropped off in 3 days making it dec 2nd 2015 and they chose to hold the amounts after the 3rd or 5 th days as per the federal banking comm these holds should have been put back in my account instead rush card chose to keep the money for 11 days before releashing any money after spweaking with a manager who said after 10 days the money at the time the holds were placed would then the money be releashed however that never happened either it was not till after mid night did the funds releash on the 11th day there is no bank out here who holds people money this long rush card seems to love to break the law and no one seems to be able to touch them bad business if you ask me
Rush card still has not contacted me.
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 asked about a provisional credit so I can pay my bills and I was told they don't do that! So now I want double the amount that was taken to pay for the late fees and bills that were not paid because of the lies I was told! I was also told by a supervisor that my money would be back in my account within 24 hrs and that was a lie and I had family in town for the weekend and plans that we ruined!!! So this response will NOT WORK!
Regards,
[redacted]
Revdex.com:
My direct deposit is normally on Wednesday before 11:30 pm. I have talked someone at UNIRUSH on the main number. The young lady was very nice. Told me that UNIRUSH was late posting deposits.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
October 20,
2015
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
Complaint number: [redacted]
Complaint date: October 13, 2015
To 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
June 29, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: June 28, 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. In [redacted] complaint, she states she filed an unauthorized dispute after her card was stolen. She is requesting a refund. Our records indicate on May 31, 2017 to dispute Unauthorized ATM transactions totaling $807. Subsequently on [redacted] dispute form she stated her card was stolen and her pin was memorized and not shared with anyone. Based on the above, the Disputes Team concluded the that the transactions were, in fact, authorized.
February 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 2015 To 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. Per RushCard Cardholder Agreement the disputes process can take up to 45 to 90 days to investigate and research the claim. [redacted] must make a good faith attempt to resolve with the merchant. If [redacted] is unable to resolve with the merchant please provide documentation to support the claim for other recovery options or send back the signed error allegation dispute form. We have received the signed error allegation dispute form or documentation for [redacted] claim. On February 3, 2016, the error allegation disputes form was faxed to the disputes department. We appreciate [redacted] feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. 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,
WHEN I RECIEVED MY DEPOSIT ON THE 16TH OF LAST MONTH,MY BALANCE WAS SUPPOSED TO HAVE BEEN $950 BUT IT NEVER WAS. IT ONLY HAD $476.63
[redacted]
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. In [redacted] complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,467.00. she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed. Our records indicate on March 2nd, 2017, [redacted] contacted RushCard to file an Unauthorized dispute for ATM transactions totaling $2,467.38. [redacted] claimed her had been in her possession when the fraudulent transactions occurred and her pin number had been memorized and never been shared. On March 15, 2017, [redacted] case was denied due to no error found. [redacted] account is new with RushCard, she had just been a recent RushCard customer, and her card had just been recently activated before the fraud. [redacted] account was closed after her dispute was denied because she is considered high risk. Regards, RushCard Corporate Customer Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[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 [redacted]er 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 [redacted]er 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
On June 17th,2016. [redacted] contacted UniRush to file a dispute for two unauthorized payments made to [redacted], posted June 17th, 2016. [redacted] hung up the phone before the dispute agent was able to gather any additional information. UniRush blocked the compromised card and issued a replacement card and sent it to the address on file. [redacted] called a few minutes later and spoke with a different agent. Agent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account. On June 27th, 2016, UniRush used its resources via [redacted] to file a chargeback. On July 10th, 2016, UniRush concluded no error occurred. Merchant provided documents showing merchandise was delivered at [redacted] address, [redacted]. Also, [redacted] made four payments to the merchant in the past. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.