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]
They have fixed my issue.
I contacted unirush customer service several times since my complaint and request in February and I still haven't receive any letter or Information regarding my dispute. Every time I called I have been told that they will send me a letter and that my claim was denied because Unirush believe the transactions were mine even though I live in another state and the failed to notify me of the transactions when I have alerts set up. Also that it's just there opinions and they have no proof to provide to me of an investigation. I advised the representatives about the fdic rules and protection of a cumsumer. I am am still needing my 789.00 that unirush allowed someone to used my car in another state plus the took over 2 weeks to closed my card and send me a new one..this case needs to be expedited thank you[redacted]
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: ...
Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
on July 3, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted] complaint contends that RushCard blocked her account in June and she has
followed all instructions asked of RushCard in order for her card to be
unblocked.
On June
9, 2015, [redacted] RushCard account was blocked due to failed verification
when attempting to make changes to the account.
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.
[redacted]
began submitting the requested documents to verify her identity on June 25,
2015. On July 6, 2015, a Risk Associate reviewed the documents
submitted, however a valid proof of address is required before the account can
be reviewed for unblocking. On July 6, 2015, a RushCard Corporate Customer
Service Specialist attempted to contact the customer advising her of the proper
document that’s still needed. The phone number on the account, and complaint,
is not accepting incoming calls at this time. [redacted] can send proper
documentation to
the corporate fax number at ###-###-#### for efficient handling.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience having her card blocked has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The reason why this is not accepted is because this is a generic response that is sent to everyone in regards to their issue. My issue is very specific and shows that there is 200.00 missing from my initial balance. I STILL cannot receive a phone call or email in regards to my balance. also why is it that when we call the customer service phone number no one is answering the phone? why is it that I cannot receive a live person on the phone to address my banking issues? I have three pages of my statement scanned in to attach with this complaint. rush card needs to be accountable for the missing funds from my account. there are way too many people affected from this to receive a GENERIC response. a fee holiday? really im saving 6.00 a month that is NOTHING compared to the money that should be in my account. please fix it have a rep contact me and make the adjustments I just got out the hospital and this isn't what I need to be dealing with. thanks.
Regards,
[redacted]
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 21,
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 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 13,2015 VIA ONLINE SUBMISSION:BetterBusiness Bureau® 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: Case #[redacted] Consumer:[redacted] �...⇄ To WhomIt May Concern: Thisletter is in response to the attached complaint, Case No. [redacted], which theRevdex.com®(“Revdex.com”) receivedfrom [redacted], on June 18, 2015. UniRush, LLC d/b/a RushCard takes customercomplaints seriously and strives to provide quality customer service whiledutifully protecting customer identities and resources. [redacted]’ complaint contends that she has not received the $200.00 bill paymentcheck that was issued to her on 6/16/2015. [redacted] states that the billpayment check has been credited to her account since June 8, 2015. In [redacted] rebuttal she stated that the credit for the$200.00 bill payment was placed on her account 6/8/2015. The bill payment inquestion was not issued off of [redacted] account until 6/19/2015. Once wereceived the notification on 7/8/2015 that [redacted] had not received thecheck that was issued to her, a stop payment was placed on the check inquestion and funds credited back to the account. Due to this, a new check needsto be issued out to [redacted]. Unfortunately, there is no way to expedite thisprocess. We appreciate [redacted]’ feedbackand sincerely apologizefor the inconvenience this has caused. Morgan G.Corporate Customer ServiceTell us why here...
January 25, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 22, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states a dispute was filed and is requesting for a refund. Our records indicate on June 9, 2017, [redacted] disputed four transactions, totaling $984.61. She claimed his card was lost and his PIN was memorized. On June 19, 2017, based on a review of transaction-level information, [redacted] dispute was denied as it was determined there was no error found. [redacted] filed a rebuttal on September 15, 2017 and the dispute claim was reviewed a second time in which the outcome was the same in which no error was found with the disputed claim. Regards, RushCard Corporate Customer Service
December 26, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she has not received the $50 credit for the RushCard Uncle Rush promotion. [redacted] requesting that $25 be credited to his account without any action from him. Our records indicate that [redacted] has not yet met the qualifiers for the Uncle Rush promotion. On December 26, 2017 a RushCard a corporate resolution specialist attempted to contact [redacted] to educate him on how the promotion works and what the qualifiers are. A detailed message was left for a callback. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Reponse First of yes they did in April 2014 send me direct deposit slip for a new account, Yes this is true But in 2010 they sent me the wrong routing number when I got my ORIGINAL card from them for 6 weeks I fought to have the money put back into the correct account from the wrong account They corrected the routing number Mistake within 3-4 months of the 2010 issue, not the problem the problem is the account that they put my checks onto at that time that they had to transfer the checks From THAT account spent my $256.00 Was there anything wrong with my account once they changed the routing number NO, I did use it in 2014 for direct deposit for 3wks...But they NEVER recovered my money from the mishap in the original routing number issue in 2010They Know this They have RECORD of my consist complaint they know that the money was sent to the wrong card in 2010 And at that Time they were NOT using Chase bank they were using ZION Bank (that was on all my checks stub print outs back then when I was going back and forth with my job Annapolis and Rush CARD I am ONLY REference a issue that occurred 2010-11 NOTHING after they have RECORD of this because every time I call in relation to it they tell me they found the complaint the account the money was inThey said it was spent They acted like I was confused to want them to go e me my money back when THEY transferred the the money to the wrong account they told me Call my job have them sort it out OrCall the police department file that it was stole [The individual account that spent it probably didn't even knowI so on purpose why am I going to the police on that individual when THE COMPANY mishandled my money NO I do not accept that response
Regards,
[redacted]
January 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: January 24, 2016 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 she is missing $200.00 from her RushCard account. [redacted] also stated that she has tried to get in contact with customer service but they have not been able to resolve her issue. On January 24, 2016, [redacted] attempted to process a $200.00 card to card transfer from her Rush Goals account to her RushCard. The card to card transferred failed and the funds were deducted from [redacted] Rush Goals account. On January 26, 2016 a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush Goals 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have enclosed a list of all the fees, transaction date, location of transaction and balance on my account at the time of the transaction. This should provide proof of the fees in question.
Regards,
[redacted]
March 18,
2016
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
...
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on March 16, 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]
[redacted] complaint contends that RushCard blocked her card, and she was told
that the issue would be resolved within 24-48 hours. [redacted] also wishes to be compensated for
the delay in getting access to her funds, which she said has resulted in an
eviction notice and her utilities disconnected.
On March
18, 2016 [redacted] was contacted by a RushCard corporate specialist. [redacted]
[redacted] was educated on the process when a RushCard account is compromised. [redacted]
[redacted] funds were expedited to her on March 18, 2016. In addition, a
replacement Rushcard was expedited to [redacted]. [redacted] was advised to
send in documentation regarding late fees for a review of compensation. RushCard
considers this is resolved.
We
appreciate [redacted] feedback. Our customer’s access to their funds is a
top priority at RushCard and expedited resolution is our goal.
August 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 2, 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 she changed her card plan in June from Rush Unlimited to Pay As You Go. [redacted] is requesting a refund for July and August for the monthly fee plan. On August 2, 2016 [redacted] contacted RushCard customer service and spoke to an agent advising them she changed her plan on June 16, 2016. [redacted] was advised that it may take up to 30 days to change the plan. [redacted] indicated that she had the screen print showing the change. She was advised to send the screen print in indicating the change. On August 3, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to ask for a copy of the document showing the full transaction because the dates are cut off. We look forward to resolving this concern for [redacted] as soon as possible. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
May 10, 2016VIA ONLINE SUBMISSION:Revdex.com®7 W Seventh St Suite 1600Cincinnati 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. As previously stated, we have researched and have been unsuccessful in finding the application showing [redacted] referral code. Unfortunately, without the referral code we're unable to process a refer a friend credit. [redacted] contacted our customer service on April 30, 2016 to close his account. We have issued a check for the remaining funds on his account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer serviceRegards, Corporate Customer Service
July 6, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on July 5, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that he filed an error allegation dispute and has not received his funds as of yet. [redacted] also stated that he wants the $340.00 to be credited to his RushCard account immediately. On July 5, 2016, [redacted] filed an error allegation dispute regarding his cash that was not received at an ATM. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As a result, credit in the amount of $ 760.00 was posted to your account on July 14, 2017 and any applicable fee(s) have been...
reversed. This is considered permanent and we have closed this dispute case. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
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]
They have fixed my issue.
I contacted unirush customer service several times since my complaint and request in February and I still haven't receive any letter or Information regarding my dispute. Every time I called I have been told that they will send me a letter and that my claim was denied because Unirush believe the transactions were mine even though I live in another state and the failed to notify me of the transactions when I have alerts set up. Also that it's just there opinions and they have no proof to provide to me of an investigation. I advised the representatives about the fdic rules and protection of a cumsumer. I am am still needing my 789.00 that unirush allowed someone to used my car in another state plus the took over 2 weeks to closed my card and send me a new one..this case needs to be expedited thank you[redacted]
July 7,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: ...
Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
on July 3, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted] complaint contends that RushCard blocked her account in June and she has
followed all instructions asked of RushCard in order for her card to be
unblocked.
On June
9, 2015, [redacted] RushCard account was blocked due to failed verification
when attempting to make changes to the account.
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.
[redacted]
began submitting the requested documents to verify her identity on June 25,
2015. On July 6, 2015, a Risk Associate reviewed the documents
submitted, however a valid proof of address is required before the account can
be reviewed for unblocking. On July 6, 2015, a RushCard Corporate Customer
Service Specialist attempted to contact the customer advising her of the proper
document that’s still needed. The phone number on the account, and complaint,
is not accepting incoming calls at this time. [redacted] can send proper
documentation to
the corporate fax number at ###-###-#### for efficient handling.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience having her card blocked has caused.
Regards,
Morgan G.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The reason why this is not accepted is because this is a generic response that is sent to everyone in regards to their issue. My issue is very specific and shows that there is 200.00 missing from my initial balance. I STILL cannot receive a phone call or email in regards to my balance. also why is it that when we call the customer service phone number no one is answering the phone? why is it that I cannot receive a live person on the phone to address my banking issues? I have three pages of my statement scanned in to attach with this complaint. rush card needs to be accountable for the missing funds from my account. there are way too many people affected from this to receive a GENERIC response. a fee holiday? really im saving 6.00 a month that is NOTHING compared to the money that should be in my account. please fix it have a rep contact me and make the adjustments I just got out the hospital and this isn't what I need to be dealing with. thanks.
Regards,
[redacted]
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 21,
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 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 13,2015 VIA ONLINE SUBMISSION:BetterBusiness Bureau® 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: Case #[redacted] Consumer:[redacted] �...⇄ To WhomIt May Concern: Thisletter is in response to the attached complaint, Case No. [redacted], which theRevdex.com®(“Revdex.com”) receivedfrom [redacted], on June 18, 2015. UniRush, LLC d/b/a RushCard takes customercomplaints seriously and strives to provide quality customer service whiledutifully protecting customer identities and resources. [redacted]’ complaint contends that she has not received the $200.00 bill paymentcheck that was issued to her on 6/16/2015. [redacted] states that the billpayment check has been credited to her account since June 8, 2015. In [redacted] rebuttal she stated that the credit for the$200.00 bill payment was placed on her account 6/8/2015. The bill payment inquestion was not issued off of [redacted] account until 6/19/2015. Once wereceived the notification on 7/8/2015 that [redacted] had not received thecheck that was issued to her, a stop payment was placed on the check inquestion and funds credited back to the account. Due to this, a new check needsto be issued out to [redacted]. Unfortunately, there is no way to expedite thisprocess. We appreciate [redacted]’ feedbackand sincerely apologizefor the inconvenience this has caused. Morgan G.Corporate Customer ServiceTell us why here...
January 25, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 22, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states a dispute was filed and is requesting for a refund. Our records indicate on June 9, 2017, [redacted] disputed four transactions, totaling $984.61. She claimed his card was lost and his PIN was memorized. On June 19, 2017, based on a review of transaction-level information, [redacted] dispute was denied as it was determined there was no error found. [redacted] filed a rebuttal on September 15, 2017 and the dispute claim was reviewed a second time in which the outcome was the same in which no error was found with the disputed claim. Regards, RushCard Corporate Customer Service
December 26, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she has not received the $50 credit for the RushCard Uncle Rush promotion. [redacted] requesting that $25 be credited to his account without any action from him. Our records indicate that [redacted] has not yet met the qualifiers for the Uncle Rush promotion. On December 26, 2017 a RushCard a corporate resolution specialist attempted to contact [redacted] to educate him on how the promotion works and what the qualifiers are. A detailed message was left for a callback. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Reponse First of yes they did in April 2014 send me direct deposit slip for a new account, Yes this is true But in 2010 they sent me the wrong routing number when I got my ORIGINAL card from them for 6 weeks I fought to have the money put back into the correct account from the wrong account They corrected the routing number Mistake within 3-4 months of the 2010 issue, not the problem the problem is the account that they put my checks onto at that time that they had to transfer the checks From THAT account spent my $256.00 Was there anything wrong with my account once they changed the routing number NO, I did use it in 2014 for direct deposit for 3wks...But they NEVER recovered my money from the mishap in the original routing number issue in 2010They Know this They have RECORD of my consist complaint they know that the money was sent to the wrong card in 2010 And at that Time they were NOT using Chase bank they were using ZION Bank (that was on all my checks stub print outs back then when I was going back and forth with my job Annapolis and Rush CARD I am ONLY REference a issue that occurred 2010-11 NOTHING after they have RECORD of this because every time I call in relation to it they tell me they found the complaint the account the money was inThey said it was spent They acted like I was confused to want them to go e me my money back when THEY transferred the the money to the wrong account they told me Call my job have them sort it out OrCall the police department file that it was stole [The individual account that spent it probably didn't even knowI so on purpose why am I going to the police on that individual when THE COMPANY mishandled my money NO I do not accept that response
Regards,
[redacted]
January 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: January 24, 2016 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 she is missing $200.00 from her RushCard account. [redacted] also stated that she has tried to get in contact with customer service but they have not been able to resolve her issue. On January 24, 2016, [redacted] attempted to process a $200.00 card to card transfer from her Rush Goals account to her RushCard. The card to card transferred failed and the funds were deducted from [redacted] Rush Goals account. On January 26, 2016 a corporate customer service specialist contacted [redacted] to advise this information and reversed the funds back to her Rush Goals 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have enclosed a list of all the fees, transaction date, location of transaction and balance on my account at the time of the transaction. This should provide proof of the fees in question.
Regards,
[redacted]
March 18,
2016
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
...
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on March 16, 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]
[redacted] complaint contends that RushCard blocked her card, and she was told
that the issue would be resolved within 24-48 hours. [redacted] also wishes to be compensated for
the delay in getting access to her funds, which she said has resulted in an
eviction notice and her utilities disconnected.
On March
18, 2016 [redacted] was contacted by a RushCard corporate specialist. [redacted]
[redacted] was educated on the process when a RushCard account is compromised. [redacted]
[redacted] funds were expedited to her on March 18, 2016. In addition, a
replacement Rushcard was expedited to [redacted]. [redacted] was advised to
send in documentation regarding late fees for a review of compensation. RushCard
considers this is resolved.
We
appreciate [redacted] feedback. Our customer’s access to their funds is a
top priority at RushCard and expedited resolution is our goal.
Regards,
Corporate Customer Service
August 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 2, 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 she changed her card plan in June from Rush Unlimited to Pay As You Go. [redacted] is requesting a refund for July and August for the monthly fee plan. On August 2, 2016 [redacted] contacted RushCard customer service and spoke to an agent advising them she changed her plan on June 16, 2016. [redacted] was advised that it may take up to 30 days to change the plan. [redacted] indicated that she had the screen print showing the change. She was advised to send the screen print in indicating the change. On August 3, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to ask for a copy of the document showing the full transaction because the dates are cut off. We look forward to resolving this concern for [redacted] as soon as possible. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
May 10, 2016VIA ONLINE SUBMISSION:Revdex.com®7 W Seventh St Suite 1600Cincinnati 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. As previously stated, we have researched and have been unsuccessful in finding the application showing [redacted] referral code. Unfortunately, without the referral code we're unable to process a refer a friend credit. [redacted] contacted our customer service on April 30, 2016 to close his account. We have issued a check for the remaining funds on his account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer serviceRegards, Corporate Customer Service
July 6, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on July 5, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that he filed an error allegation dispute and has not received his funds as of yet. [redacted] also stated that he wants the $340.00 to be credited to his RushCard account immediately. On July 5, 2016, [redacted] filed an error allegation dispute regarding his cash that was not received at an ATM. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As a result, credit in the amount of $ 760.00 was posted to your account on July 14, 2017 and any applicable fee(s) have been...
reversed. This is considered permanent and we have closed this dispute case. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####