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.
Rushcard's infomation is incorrect. I was told initially that the hold could fall off in 24-48hrs but that in most cases it would fall off in 10 days from the transaction date. On the 21st when I called to inquire why the funds were not released I was told by a Supervisor that the hold would fall off at 9:45am. Only to call back and be told that it would be 7:45am the next morning by another Supervisor. Followed by another Supervisor who said it would fall off at 12am on the 22nd and per my cardholder agreement the hold could last up to 35 days and that there was no one in the company who had to power to honor the first Supervisor's promise to release the funds at 9:45am. It is true that after I filed my complaint with the Revdex.com that the funds were eventually released. However I want my complaint formally filed that the customer service I received was unacceptable with no one in the same company being on the same page. After enduring all the inconviences from their service glitch in October we were assured that services would be better and return to normal, however the poor customer service still stands.
Regards,
[redacted]
February 14, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, 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 her sister completed a card to card transfer in error to a wrong account of hers. [redacted] would like the card to card transfer to be revered and her account credited back for the funds. Per the previous response on February 8, 2016 [redacted] contacted RushCard customer service regarding the funds transfer of $40.00 and stated that her account and asked for the funds to be transferred to her active account. [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her funds. In addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds. The RushCard agent advised they would send a new card out so they could do they could do the transfer. [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate 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
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] The response is factually in accurate and seems to disavow the severity of the internal problems within RushCard: I emailed RushCard on April 29. I got an automated response. I called on April 30 and after much run-around was told the matter would be passed up the corporate chain of command but that there was no way for me to be looped into this conversation or to confirm such a conversation occurred. Clearly, no such conversation occurred because I continued to receive emails for this credit card that I did not purchase. I called again on May 5 and was given even more of a run-around. On the same day, I emailed multiple times and received multiple automated responses. I believe only the email to Revdex.com triggered an appropriate response.When I spoke to a representative on May 10, I advised her that there seems to be a communication problem with the call center and corporate that impedes appropriate service and customer security. She seemed to blow off this idea, and I felt it necessary to repeat my concerns. Thereafter, she said she would look into the issue.Unfortunately, on May 13, I began once again receiving emails notifying me that I once again had a RushCard activated with some of my personal information being used. It seems that whatever was done in response to the Revdex.com complaint was an ineffective as the call center and automated email responses. This issue is NOT resolved. In fact, the issue remains the same as prior, and I believe no internal changes have occurred to prevent identity theft via RushCard. By their unwillingness to make appropriate changes and effectively sweep the issue under the proverbial rug, RushCard is potentially encouraging and possibly endorsing identity theft. I appreciate your assistance in this matter for my sake and for the future security of all.[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regard
[redacted]
To whom it may concern I did file a dispute here is the number [redacted] for their not telling the truth if they say I didn't or don't file a dispute.
June 10, 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: June 9, 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 the merchant [redacted] over charged her and she called Rushcard customer service to have the funds credited back to her account. [redacted] also states that the agent she spoke to was rude and she is requesting a refund. On June 10, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise that the pending hold for [redacted] had been released, and per RushCard’s Card Holder Agreement, if the card is used at a restaurant, a hotel, car rental or for similar purchases, that the merchant or we may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per
response, 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/.On
October 25, 2015, [redacted] filed an unauthorized transaction dispute regarding
a $300.01 charge on her RushCard account.
On October 26, 2015, the RushCard dispute team received a signed unauthorized
transaction dispute form from [redacted].
Per RushCard Cardholder Agreement, the dispute process can take up to 45
to 90 days to investigate. On November
4, 2015 the unauthorized transaction dispute was found in [redacted] favor and
a final letter was sent out regarding the outcome of the investigation.We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she
received when contacting RushCard Customer Service. Our goal is to provide financial
convenience supported by reliable customer service. RushCard Customer
Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 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
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/. Mr. [redacted] has been
compensated for the inconvenience and has access to his account. 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
I have advised the consumer that [redacted] requested that this customer’s account be closed due to fraud and for documents to be fax to their department to validate the identity of the cardholder. I have provided simple instructions of the steps that the consumer will need to take in order to retrieve the funds. Thank you, UniRush, LLC Tyree T., 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 provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. On November 3, 2015 [redacted] filed an error allegation dispute regarding a transaction in the amount of $172.32 from [redacted] [redacted]. Per previous response, On November 26, 2015, RushCard dispute team received a signed error allegation dispute form from [redacted]. A RushCard representative explained to [redacted] that a provisional credit could be applied to the account when the signed error allegation dispute form is returned within 10 business days. Since the dispute form was received after the 10 business days, [redacted] does not qualify for a provisional credit. 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. A final letter will be sent to the address on the account notifying [redacted] of the resolution. 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 Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I received a phone call AFTER I requested for my account to be closed. Being told by the represenative that the supervisor was unable to take my call because they were busy. On 6/8/15 I received a call from [redacted] in the Complaint Department, however I was working so I could not take the call and I told her I would call during my lunch break, which I did. I have yet to receive a response since. The ONLY way I would find this matter resolved is if I received my 3.95 load fee back since I was unable to use the card once funds were loaded.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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. At this time, our
system is up and running and cardholders have access to their funds and account
information. On October 19, 2015, RushCard debited $161.37 from [redacted]’
account to recoup the initial credit issued in advance of the direct deposit
posted on 10/16/2015. RushCard issued two supplementary courtesy credits of
$261.72 per credit, to recompense [redacted]’ for the unusual account
fluctuations and inconvenience caused by the service interruption. 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
August 05 , 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: July 12th, 2016 To Whom It May Concern:This letter is in response to the consumer complaint # [redacted]eferenced 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 July 2nd, 2016, [redacted] contacted UniRush to file a dispute for Non-Receipt of Goods or Services for her car payment. In [redacted] complaint, she stated she filed a Revdex.com complaint with the company financing her vehicle. [redacted] stated her vehicle is pending for repossession because they never received the payment she made in May. [redacted] is aware her dispute does not qualify for a provisional credit but she is requesting for UniRush to reverse the payment. She believes if UniRush can waive the processing fee they should be able to reverse the payment. Currently, the case is under investigation. Nothing has been determined yet. The dispute may not take 45 to 90 days; the merchant has up to 45 to 90 days to respond to the dispute. If nothing has been determined by day 90. Credit will be issued to [redacted] Rushcard.We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
December 18, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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 December 15, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she requested a replacement card on December 4, 2017 and has not received as of date. [redacted] states she has waited the allotted time for the card to be received. [redacted] would like all fees to be waived associated with the replacement card not being received. RushCard records indicate that a replacement card was processed for [redacted] on December 5, 2017 to the address on file. [redacted] was advised on December 5, 2017 that the time frame to receive the replacement card was 5-7 business days. Our records show that the replacement card has been received as of date. On December 18,2017, a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
January 4, 2018 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 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 reported her card lost on December 9, 2017. [redacted] states she has not received her new card. [redacted] has no access to her funds. Our records show that on December 9, 2017 [redacted] contacted RushCard customer service to report her card as lost. On that day [redacted] card was replaced and advised of the time frame of 5-7 business days. On December 20, 2017 [redacted] contacted RushCard to advise she had not received the card, and to state the card was sent to her old address. On December 26, 2017 [redacted] was advised to send in documentation to update her address on file. Per our policy, [redacted] was asked to send in a copy of her ID, SSC and Proof of Address. As of date all [redacted] documentation has been received and a replacement card has been processed. The expediated card fee of $30.00 has been waived on the account. In addition, a $25.00 credit has been applied to the account due to the delay in validating [redacted] documentation. On January 4, 2018 we contacted [redacted] to advise of the following 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.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 am still unable to get to customer service .This is the worst company ever . .]
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 did not see anything in regards to the HORRIBLE customer service that I received not only from an agent but from a Supervisor as well. Funny how that part was never addressed.
Regards,
[redacted]
February 25,
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 Carmen
Farias on February 21, 2016. 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]
[redacted] complaint contends that her Tax Refund direct deposit did not post to
her account because of misinformation given from RushCard customer service. Ms.
[redacted] also stated that she would like to be reimbursed for her check cashing
fees and for $374.00. In addition, [redacted] would like an apology from the
two RushCard supervisors she spoke to on February 16, 2016
On February
10, 2016 [redacted] contacted RushCard customer service to inquiry about her
tax refund direct deposit. [redacted] was advised that documents were required
for any amount over $10,000. [redacted] [redacted] was advised on February 10, 2016, that the
direct deposit was returned back to the IRS. RushCard’s internal process to review
documents, estimated timeframe is 24-48 hours. The Tax Refund direct deposit
was returned February 10 2016 per the effective date. On February 23, 2016 a
corporate customer service specialist attempted to contact [redacted].
We appreciate
[redacted]’ feedback. Our customer’s security is a top priority at RushCard and
proper verification is a necessary step to that goal.
Regards,
RushCard Corporate
Customer Service
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.
Rushcard's infomation is incorrect. I was told initially that the hold could fall off in 24-48hrs but that in most cases it would fall off in 10 days from the transaction date. On the 21st when I called to inquire why the funds were not released I was told by a Supervisor that the hold would fall off at 9:45am. Only to call back and be told that it would be 7:45am the next morning by another Supervisor. Followed by another Supervisor who said it would fall off at 12am on the 22nd and per my cardholder agreement the hold could last up to 35 days and that there was no one in the company who had to power to honor the first Supervisor's promise to release the funds at 9:45am. It is true that after I filed my complaint with the Revdex.com that the funds were eventually released. However I want my complaint formally filed that the customer service I received was unacceptable with no one in the same company being on the same page. After enduring all the inconviences from their service glitch in October we were assured that services would be better and return to normal, however the poor customer service still stands.
Regards,
[redacted]
February 14, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, 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 her sister completed a card to card transfer in error to a wrong account of hers. [redacted] would like the card to card transfer to be revered and her account credited back for the funds. Per the previous response on February 8, 2016 [redacted] contacted RushCard customer service regarding the funds transfer of $40.00 and stated that her account and asked for the funds to be transferred to her active account. [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her funds. In addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds. The RushCard agent advised they would send a new card out so they could do they could do the transfer. [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate 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
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] The response is factually in accurate and seems to disavow the severity of the internal problems within RushCard: I emailed RushCard on April 29. I got an automated response. I called on April 30 and after much run-around was told the matter would be passed up the corporate chain of command but that there was no way for me to be looped into this conversation or to confirm such a conversation occurred. Clearly, no such conversation occurred because I continued to receive emails for this credit card that I did not purchase. I called again on May 5 and was given even more of a run-around. On the same day, I emailed multiple times and received multiple automated responses. I believe only the email to Revdex.com triggered an appropriate response.When I spoke to a representative on May 10, I advised her that there seems to be a communication problem with the call center and corporate that impedes appropriate service and customer security. She seemed to blow off this idea, and I felt it necessary to repeat my concerns. Thereafter, she said she would look into the issue.Unfortunately, on May 13, I began once again receiving emails notifying me that I once again had a RushCard activated with some of my personal information being used. It seems that whatever was done in response to the Revdex.com complaint was an ineffective as the call center and automated email responses. This issue is NOT resolved. In fact, the issue remains the same as prior, and I believe no internal changes have occurred to prevent identity theft via RushCard. By their unwillingness to make appropriate changes and effectively sweep the issue under the proverbial rug, RushCard is potentially encouraging and possibly endorsing identity theft. I appreciate your assistance in this matter for my sake and for the future security of all.[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regard
[redacted]
To whom it may concern I did file a dispute here is the number [redacted] for their not telling the truth if they say I didn't or don't file a dispute.
June 10, 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: June 9, 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 the merchant [redacted] over charged her and she called Rushcard customer service to have the funds credited back to her account. [redacted] also states that the agent she spoke to was rude and she is requesting a refund. On June 10, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise that the pending hold for [redacted] had been released, and per RushCard’s Card Holder Agreement, if the card is used at a restaurant, a hotel, car rental or for similar purchases, that the merchant or we may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per
response, 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/.On
October 25, 2015, [redacted] filed an unauthorized transaction dispute regarding
a $300.01 charge on her RushCard account.
On October 26, 2015, the RushCard dispute team received a signed unauthorized
transaction dispute form from [redacted].
Per RushCard Cardholder Agreement, the dispute process can take up to 45
to 90 days to investigate. On November
4, 2015 the unauthorized transaction dispute was found in [redacted] favor and
a final letter was sent out regarding the outcome of the investigation.We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she
received when contacting RushCard Customer Service. Our goal is to provide financial
convenience supported by reliable customer service. RushCard Customer
Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 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
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/. Mr. [redacted] has been
compensated for the inconvenience and has access to his account. 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
I have advised the consumer that [redacted] requested that this customer’s account be closed due to fraud and for documents to be fax to their department to validate the identity of the cardholder. I have provided simple instructions of the steps that the consumer will need to take in order to retrieve the funds. Thank you, UniRush, LLC Tyree T., 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 provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. On November 3, 2015 [redacted] filed an error allegation dispute regarding a transaction in the amount of $172.32 from [redacted] [redacted]. Per previous response, On November 26, 2015, RushCard dispute team received a signed error allegation dispute form from [redacted]. A RushCard representative explained to [redacted] that a provisional credit could be applied to the account when the signed error allegation dispute form is returned within 10 business days. Since the dispute form was received after the 10 business days, [redacted] does not qualify for a provisional credit. 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. A final letter will be sent to the address on the account notifying [redacted] of the resolution. 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 Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I received a phone call AFTER I requested for my account to be closed. Being told by the represenative that the supervisor was unable to take my call because they were busy. On 6/8/15 I received a call from [redacted] in the Complaint Department, however I was working so I could not take the call and I told her I would call during my lunch break, which I did. I have yet to receive a response since. The ONLY way I would find this matter resolved is if I received my 3.95 load fee back since I was unable to use the card once funds were loaded.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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. At this time, our
system is up and running and cardholders have access to their funds and account
information. On October 19, 2015, RushCard debited $161.37 from [redacted]’
account to recoup the initial credit issued in advance of the direct deposit
posted on 10/16/2015. RushCard issued two supplementary courtesy credits of
$261.72 per credit, to recompense [redacted]’ for the unusual account
fluctuations and inconvenience caused by the service interruption. 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
August 05 , 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: July 12th, 2016 To Whom It May Concern:This letter is in response to the consumer complaint # [redacted]eferenced 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 July 2nd, 2016, [redacted] contacted UniRush to file a dispute for Non-Receipt of Goods or Services for her car payment. In [redacted] complaint, she stated she filed a Revdex.com complaint with the company financing her vehicle. [redacted] stated her vehicle is pending for repossession because they never received the payment she made in May. [redacted] is aware her dispute does not qualify for a provisional credit but she is requesting for UniRush to reverse the payment. She believes if UniRush can waive the processing fee they should be able to reverse the payment. Currently, the case is under investigation. Nothing has been determined yet. The dispute may not take 45 to 90 days; the merchant has up to 45 to 90 days to respond to the dispute. If nothing has been determined by day 90. Credit will be issued to [redacted] Rushcard.We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
December 18, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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 December 15, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she requested a replacement card on December 4, 2017 and has not received as of date. [redacted] states she has waited the allotted time for the card to be received. [redacted] would like all fees to be waived associated with the replacement card not being received. RushCard records indicate that a replacement card was processed for [redacted] on December 5, 2017 to the address on file. [redacted] was advised on December 5, 2017 that the time frame to receive the replacement card was 5-7 business days. Our records show that the replacement card has been received as of date. On December 18,2017, a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
January 4, 2018 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 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 reported her card lost on December 9, 2017. [redacted] states she has not received her new card. [redacted] has no access to her funds. Our records show that on December 9, 2017 [redacted] contacted RushCard customer service to report her card as lost. On that day [redacted] card was replaced and advised of the time frame of 5-7 business days. On December 20, 2017 [redacted] contacted RushCard to advise she had not received the card, and to state the card was sent to her old address. On December 26, 2017 [redacted] was advised to send in documentation to update her address on file. Per our policy, [redacted] was asked to send in a copy of her ID, SSC and Proof of Address. As of date all [redacted] documentation has been received and a replacement card has been processed. The expediated card fee of $30.00 has been waived on the account. In addition, a $25.00 credit has been applied to the account due to the delay in validating [redacted] documentation. On January 4, 2018 we contacted [redacted] to advise of the following 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.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 am still unable to get to customer service .This is the worst company ever . .]
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 did not see anything in regards to the HORRIBLE customer service that I received not only from an agent but from a Supervisor as well. Funny how that part was never addressed.
Regards,
[redacted]
February 25,
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 Carmen
Farias on February 21, 2016. 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]
[redacted] complaint contends that her Tax Refund direct deposit did not post to
her account because of misinformation given from RushCard customer service. Ms.
[redacted] also stated that she would like to be reimbursed for her check cashing
fees and for $374.00. In addition, [redacted] would like an apology from the
two RushCard supervisors she spoke to on February 16, 2016
On February
10, 2016 [redacted] contacted RushCard customer service to inquiry about her
tax refund direct deposit. [redacted] was advised that documents were required
for any amount over $10,000. [redacted] [redacted] was advised on February 10, 2016, that the
direct deposit was returned back to the IRS. RushCard’s internal process to review
documents, estimated timeframe is 24-48 hours. The Tax Refund direct deposit
was returned February 10 2016 per the effective date. On February 23, 2016 a
corporate customer service specialist attempted to contact [redacted].
We appreciate
[redacted]’ feedback. Our customer’s security is a top priority at RushCard and
proper verification is a necessary step to that goal.
Regards,
RushCard Corporate
Customer Service