January 19, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On December 2, 2015, an unauthorized transaction in the amount of $71.96 from Diet Health was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. Dispute process can take up to 45 to 90 to investigate and respond to a customer. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures. [redacted] claim is still ongoing and once the claim is finale she will receive a letter in the mail explaining the outcome. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. The company has yet address the issues. I read Rush Card response that they called to resolved this matter. I received no phone on 10/18/2016. Until Rush Card makes contact with me, I find this complaint still activity.
Regards,
[redacted]
We are using our resources through the [redacted] Network in an attempt to recover the funds totaling $402.58. However, the Cardholder must make a good faith attempt to resolve with the Merchant before initiating a dispute. Please contact the number on the back of your card. or a reasonable resolution to...
satisfy your claim. Please be advised that the Merchant has up to 30 days to issue a refund from the date of request. If you are unable to resolve with the Merchant please provide documentation to support your claim. Documentation should include date of call, contact person; method of contact, merchant's response, what was purchased, expected delivery date etc. If we do not hear from you within 30 days we will consider this case resolved and closed. We appreciate your business and value you as a customer. If you have any questions about this matter, please contact the number on the back of your
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 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 24, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] ...
Complaint date: October 20, 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]’s complaint states that RushCard will not release the hold for $25 from [redacted] without a Hold Release Letter. [redacted] is requesting her funds be put back on her card. 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 October 20, 2017 and spoke to and agent that advised her that we would be able to force the release of the funds for $25.00 if she was able to provide a Merchant Hold Release Letter. On October 23, 2017, after reviewing [redacted]’s account a Corporate customer service representative called [redacted] and advised her that the hold for $25.00 had been released. Advised [redacted] that since we show it as a transaction it’s possible that the transaction may still go thru and take those funds back off the account. If this happens they will have to file a dispute for this. Customer was satisfied when we ended our call. We appreciate [redacted]’s 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 find that this resolution is satisfactory to me.
Regards,
[redacted]
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that a duplicate charge in the amount of $188.93 was made to her RushCard account[redacted] also stated that she would like for the funds to be released back to her account. Per previous response, On December 16, 2015, a duplicate transaction in the amount of $188.93 was made on [redacted]’s RushCard account. On December 17, 2015, [redacted] contacted RushCard customer service and was informed her the pending charge will fall off by December 21, 2015 or she will need to contact the merchant to fax a merchant hold release letter to release the transaction. Per RushCard Cardholder Agreement pending transactions over a certain amount requires a hold release letter from the merchant to validate the hold. Rushcard can verify that as of December 22, 2015 at 2:56 PM the charge was automatically released on [redacted] Rushcard account. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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
Regards,
[redacted]
April 19, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 13, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has been submitting documentation to verify her address since April 6,2017 and RushCard claims they haven’t received the documents. [redacted] states she has submitted all documentation and has received confirmation that it has been received. [redacted] also states that she would like RushCard to send her a replacement card. Our records indicate that a replacement card was sent on 3/19/17 to [redacted] address on file. Our records further indicate that when [redacted] contacted us on 4/6/17, she was advised that the card was returned. At that point, [redacted] requested her address be updated. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of date a valid form of proof of address is still needed on [redacted] RushCard account. On April 14, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent. The acceptable forms of proof of address are the following: a utility bill, phone bill, cable bill, insurance bill in addition to a government benefits letter, indicting the benefit you all receiving and the amount. All forms of proof of address should be dated within the last 30 days and must validate the full address we have on file for the customer. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
June 2, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 25, 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 RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account. [redacted] states that after providing the requested information, the funds have still not been released. [redacted] is requesting the funds be released to the cardholder’s account. On June 2, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Servic
May 2, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on May 2, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he did not receive his $20.00 credit to his RushCard account from the Refer a Friend program. [redacted] would like a $20.00 credit for the Refer a Friend program to be credited to his RushCard account as well as activation and loading fees towards his friend’s account sent to him. On April 30, 2016 [redacted] contacted our customer service center to inquire about the refer a friend credit and provided information regarding his friend’s application. We were able to pull the application and we show no record of [redacted] referral code being used during the application process. Unfortunately, we are unable to provide [redacted] with a refer a friend credit this time, however we can reopen [redacted] account and he can provide his referral code to potential members with RushCard and if they’re applications are approved he’ll be credited through the Refer A Friend program up to $500.00 per year. We appreciate [redacted] feedback. We sincerely apologize for any inconvenience this may have caused. Corporate 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 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
The problems they had with the update they said they were doing caused money in my account not to be available.Also direct deposits posted 2 days later they were supposed to. This caused auto payments connected to my account to not be paid in a timely manner,which in one case caused me to incur a late payment fee of 20 dollars on my tuition and caused an interruption of my cell service in which I had to pay a 6.50 late fee and a 25 dollar reconnect fee. These problems were directly caused by them and I feel reimbursement is warranted
Hello...I spoke with rushcard again today and now they are stating that they are sending me a bill pay for the $895.15 to my address at [redacted] and im supposed to receive it by March 23rd...They keep giving me different dates.[redacted]Cell..###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.So are you not going to reverse the payment? Or do I have to go a different route. Direct has already stated they dont do refund and to contact you. That means the ball is in your court. I am tired of going back and forth, its be 60 days now!
Regards,
[redacted]
August 18, 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] August 17, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard disabled his card without telling him. [redacted] also states that he has not received his replacement card. [redacted] needs the funds on his RushCard account. On August 8, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute. [redacted] was transferred to a dispute agent and advised that the card had to be replaced. On August 8, 2016 the replacement card was processed. On August 18, 2016 another replacement card has been processed and express cash issued for the funds on the account. A corporate customer service representative attempted to contact [redacted] to advise of this information. 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.com7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: [redacted] May 6, 2015 We received [redacted] complaintregarding access to her funds and the level of customer service received. Rush Card logs all customer contact andactivity associated with...
financial cards.On 5/3/2015 [redacted] contactedRushCard customer service to notify us of multiple unauthorized transcationsfrom [redacted] was transferred to our dispute team where she filed aclaim the same day. All RushCard disputes are handled through our dedicateddispute team and are worked in the order that they are received. I am showing wehave not received the written dispute form back from [redacted] as of today. Inorder for [redacted] to qualify for a provisional credit, she will need to getthe written confirmation back to the fax number, at the bottom of the form,within 10 business days from 5/3/2015. After investigating the dispute, which can take upto 90 days, [redacted] will be sent a letter, to the address on file, informingher of the outcome of her dispute claim that she has filed. Weapologize for any inconvenience this may have caused [redacted].We appreciate [redacted]feedback. These types of issues go directly against our mission of access andinclusion for everyone and we look to be clearer and avoid similar problems forall of our customers. Regards, [redacted]Customer Service Specialist
January 19, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On December 2, 2015, an unauthorized transaction in the amount of $71.96 from Diet Health was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. Dispute process can take up to 45 to 90 to investigate and respond to a customer. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures. [redacted] claim is still ongoing and once the claim is finale she will receive a letter in the mail explaining the outcome. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. The company has yet address the issues. I read Rush Card response that they called to resolved this matter. I received no phone on 10/18/2016. Until Rush Card makes contact with me, I find this complaint still activity.
Regards,
[redacted]
We are using our resources through the [redacted] Network in an attempt to recover the funds totaling $402.58. However, the Cardholder must make a good faith attempt to resolve with the Merchant before initiating a dispute. Please contact the number on the back of your card. or a reasonable resolution to...
satisfy your claim. Please be advised that the Merchant has up to 30 days to issue a refund from the date of request. If you are unable to resolve with the Merchant please provide documentation to support your claim. Documentation should include date of call, contact person; method of contact, merchant's response, what was purchased, expected delivery date etc. If we do not hear from you within 30 days we will consider this case resolved and closed. We appreciate your business and value you as a customer. If you have any questions about this matter, please contact the number on the back of your
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 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 24, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] ...
Complaint date: October 20, 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]’s complaint states that RushCard will not release the hold for $25 from [redacted] without a Hold Release Letter. [redacted] is requesting her funds be put back on her card. 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 October 20, 2017 and spoke to and agent that advised her that we would be able to force the release of the funds for $25.00 if she was able to provide a Merchant Hold Release Letter. On October 23, 2017, after reviewing [redacted]’s account a Corporate customer service representative called [redacted] and advised her that the hold for $25.00 had been released. Advised [redacted] that since we show it as a transaction it’s possible that the transaction may still go thru and take those funds back off the account. If this happens they will have to file a dispute for this. Customer was satisfied when we ended our call. We appreciate [redacted]’s 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 find that this resolution is satisfactory to me.
Regards,
[redacted]
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that a duplicate charge in the amount of $188.93 was made to her RushCard account[redacted] also stated that she would like for the funds to be released back to her account. Per previous response, On December 16, 2015, a duplicate transaction in the amount of $188.93 was made on [redacted]’s RushCard account. On December 17, 2015, [redacted] contacted RushCard customer service and was informed her the pending charge will fall off by December 21, 2015 or she will need to contact the merchant to fax a merchant hold release letter to release the transaction. Per RushCard Cardholder Agreement pending transactions over a certain amount requires a hold release letter from the merchant to validate the hold. Rushcard can verify that as of December 22, 2015 at 2:56 PM the charge was automatically released on [redacted] Rushcard account. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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
Regards,
[redacted]
April 19, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 13, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has been submitting documentation to verify her address since April 6,2017 and RushCard claims they haven’t received the documents. [redacted] states she has submitted all documentation and has received confirmation that it has been received. [redacted] also states that she would like RushCard to send her a replacement card. Our records indicate that a replacement card was sent on 3/19/17 to [redacted] address on file. Our records further indicate that when [redacted] contacted us on 4/6/17, she was advised that the card was returned. At that point, [redacted] requested her address be updated. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of date a valid form of proof of address is still needed on [redacted] RushCard account. On April 14, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent. The acceptable forms of proof of address are the following: a utility bill, phone bill, cable bill, insurance bill in addition to a government benefits letter, indicting the benefit you all receiving and the amount. All forms of proof of address should be dated within the last 30 days and must validate the full address we have on file for the customer. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
June 2, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 25, 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 RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account. [redacted] states that after providing the requested information, the funds have still not been released. [redacted] is requesting the funds be released to the cardholder’s account. On June 2, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Servic
May 2, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on May 2, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he did not receive his $20.00 credit to his RushCard account from the Refer a Friend program. [redacted] would like a $20.00 credit for the Refer a Friend program to be credited to his RushCard account as well as activation and loading fees towards his friend’s account sent to him. On April 30, 2016 [redacted] contacted our customer service center to inquire about the refer a friend credit and provided information regarding his friend’s application. We were able to pull the application and we show no record of [redacted] referral code being used during the application process. Unfortunately, we are unable to provide [redacted] with a refer a friend credit this time, however we can reopen [redacted] account and he can provide his referral code to potential members with RushCard and if they’re applications are approved he’ll be credited through the Refer A Friend program up to $500.00 per year. We appreciate [redacted] feedback. We sincerely apologize for any inconvenience this may have caused. Corporate 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 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
The problems they had with the update they said they were doing caused money in my account not to be available.Also direct deposits posted 2 days later they were supposed to. This caused auto payments connected to my account to not be paid in a timely manner,which in one case caused me to incur a late payment fee of 20 dollars on my tuition and caused an interruption of my cell service in which I had to pay a 6.50 late fee and a 25 dollar reconnect fee. These problems were directly caused by them and I feel reimbursement is warranted
Hello...I spoke with rushcard again today and now they are stating that they are sending me a bill pay for the $895.15 to my address at [redacted] and im supposed to receive it by March 23rd...They keep giving me different dates.[redacted]Cell..###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.So are you not going to reverse the payment? Or do I have to go a different route. Direct has already stated they dont do refund and to contact you. That means the ball is in your court. I am tired of going back and forth, its be 60 days now!
Regards,
[redacted]
August 18, 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] August 17, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard disabled his card without telling him. [redacted] also states that he has not received his replacement card. [redacted] needs the funds on his RushCard account. On August 8, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute. [redacted] was transferred to a dispute agent and advised that the card had to be replaced. On August 8, 2016 the replacement card was processed. On August 18, 2016 another replacement card has been processed and express cash issued for the funds on the account. A corporate customer service representative attempted to contact [redacted] to advise of this information. 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.com7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: [redacted] May 6, 2015 We received [redacted] complaintregarding access to her funds and the level of customer service received. Rush Card logs all customer contact andactivity associated with...
financial cards.On 5/3/2015 [redacted] contactedRushCard customer service to notify us of multiple unauthorized transcationsfrom [redacted] was transferred to our dispute team where she filed aclaim the same day. All RushCard disputes are handled through our dedicateddispute team and are worked in the order that they are received. I am showing wehave not received the written dispute form back from [redacted] as of today. Inorder for [redacted] to qualify for a provisional credit, she will need to getthe written confirmation back to the fax number, at the bottom of the form,within 10 business days from 5/3/2015. After investigating the dispute, which can take upto 90 days, [redacted] will be sent a letter, to the address on file, informingher of the outcome of her dispute claim that she has filed. Weapologize for any inconvenience this may have caused [redacted].We appreciate [redacted]feedback. These types of issues go directly against our mission of access andinclusion for everyone and we look to be clearer and avoid similar problems forall of our customers. Regards, [redacted]Customer Service Specialist