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 22, 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 two transactions were made to her RushCard account from the merchant [redacted] and [redacted]/ [redacted]. [redacted] also stated that the transactions are no longer showing up on her transaction history and RushCard disputes department refuse to assist her. [redacted] would like a repair and a refund to her account. On December 24, 2015, two transactions in the amount of $67.02 were made on [redacted] RushCard account. On December 27, 2015, [redacted] contacted RushCard customer service and requested to cancel the two transactions. [redacted] was informed by the customer service representative that the two transactions were not able to be canceled and are still in pending status. A dispute could be filed once or if the transactions settle. The two transactions were automatically released by the system after the expiration date. RushCard can verify that as of January 26, 2016 there are no longer two pending charges of $67.02 on [redacted] RushCard account. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October
13, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 7, 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 on October 5, 2015
in error. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On October
5, 2015, a block was placed on [redacted] account. As per the RushCard
Cardholder Agreement, RushCard requested proof of identity from [redacted], and
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 October 5,
2015. The documents submitted by [redacted] were deemed invalid due to specific
documentation needed. On October 8,
2015, valid documentation was provided by [redacted] and the account was
unblocked. A RushCard
Corporate Customer Service Specialist contacted [redacted] on October 13, 2015 to
advise of this information.
We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that goal.
Regards,
Satoyra H.
Corporate Customer Service
This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In his complaint, he states on August 15, 2017, he reported his card missing; however, on September 05, 2017 he found out the card was never cancelled and unauthorized transaction were made, which he disputed. He is requesting a refund. RushCard keeps records of every call made to every account. Our records indicate [redacted] first called August 17, 2017 to dispute a [redacted] transaction. We listened to the recorded call into our Customer Service call center. During the call, he told Customer Service Agent he did not get the service he paid for; therefore, he wants to dispute charge. He vividly corrected Agent that the transaction was indeed authorized and that he doesn’t need a new card because the transaction is not fraud. In the process of transferring him to the Dispute Team he hung up and never called back until September 12, 2017, to dispute multiple PIN an NON-PIN transaction posted between August 14, 2017 and September 06, 2017, totaling $6,709.67. In his subsequent dispute form he claimed his card was stolen August 15, 2017 and his pin written on the back of his RushCard. He also claimed his last authorized transaction was done August 14, 2017 for $500. Based on the above information, the Disputes Team concluded the transactions were, in fact, authorized.
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.
[Still have no access to my account after a rep there attempted on her own with permission to reset my pin she had no luck so a new card was expedited to me I activate the card etc went to swipe my card it still say no account found I go online and it still display the expired card ending in [redacted] .]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I fail to see how Rush Card can deny a dispute or claim the transaction was valid. As my financial institute, if I dispute a charge, should they not assist? Why would they not see an error when an identical transaction is made Immediately following the first? As far as an attempt to make contact, I have no record of such an attempt.At this point, I feel like this is some type of fraud on their behalf. After nearly 7 years as a loyal customer, believing they had their customer's best interest at heart, I am completely disappointed & dissatisfied.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 originally did my complaint through RushCard and they sent an email to corporate on 11/10 and told me would be 24-48 business hours before they would have a response from corporate AND a resolution. By 5pm EST on 11/15/16 (second business day/48 hours) they still had NO response from corporate and only gave me a $10 COURTESY credit. It was not until after my Revdex.com complaint on 11/15/16 where I was contacted the very next day by Kathy at Unitush NOT because of my original complaint but because of my Revdex.com complaint. I waited 6 days to hear back from them just to be told to contact [redacted] and make a complaint with them. The number I was provided by Kathy at Unirush (###-###-####) was NOT even a VALID number. As soon as you call it hangs up. I called back spoke to Kathy again who left me on a silent hold for 3+ mins while she "tried" the number she gave me. I hung up called back again spoke with Kathy who then provided me a number she found on [redacted] that also does not work and I have already tired on Monday. (###-###-####) I can't file a complaint with [redacted] since I do not have a number I can actually reach a live person on and Unirush is not helping by giving invalid numbers. I feel I've done everything I was suppose to do and Unirush needs to get [redacted] on the line themselves to figure it out since I can't even get a valid number or when calling customer service at ###-###-#### can't get a live person since I don't have an actual [redacted] card. I just need my money which I want the full $60 not just the $56.26!
Regards,
[redacted]
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, there unauthorized transactions on her RushCard totaling $2420.65. she disputed the charges, filed a police report, and return the dispute form; however, provisional credit has yet to be issued to their account. Our record indicated on Febuary 28th, 2017 [redacted] contacted RushCard to file an unauthorized dispute totaling $2,420.65. [redacted] claimed her card had been in her possession. On March 14, 2017, [redacted] claim was denied due to no error found. We concluded this was not a counterfeit case.
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
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 now able to access my account but still not a customer service rep. An automated call was received but not a live person just to say we are working on the problem. I have received two emails from Rushcard advising they can't locate my account and to provide the same information in two separate emails and still no response.I need to speak to someone because there are duplicate transactions against my account that's needs to be rectified and reversed. My email has been the same for five years as well as my account. So not sure as to why I also never received any updates of any issues. All information I found was through [redacted] or tweeting [redacted] directly.
Regards,
[redacted]
August 30, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: August 28, 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 cancelled a [redacted] transaction and was advised by [redacted] that if the merchandise did not ship, she would not be charged. [redacted] also states she contacted RushCard and was told by a customer service agent that her pre authorization hold would be released in 10 days. [redacted] contends it has been 10 days and her hold has still not been released. On August 26, 2016 [redacted] contacted RushCard corporate customer service and spoke to a customer service agent and was advised that the transaction from [redacted] in the amount of $11.84 would expire in 10 days. The 10th day was August 27, 2016. On August 30, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that her pre authorization hold has been released. A message was left for [redacted] to call RushCard back. 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]Don't lie I never contacted you guys on the 2nd or the 3rd I contacted you guys...
on the 4th of april I never told the dispute rep that I lost my card on the 31st of march she put that in the dispute foarm so now I'm going to contact my Lawyer to pull they recording from when I originally called they are frauds and unirush already has a $1000000 lawsuit pending through the courts for fraud and lying.
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on June 1, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]’ complaint contends that she has not received her funds from an error
allegation dispute she filed on May 8, 2015 in the amount of $379.24.
Per
response, [redacted] will need to allow the 45 days to investigate the claim.
Once
the claim is final [redacted]’ will receive a letter in the mail regarding the
outcome of the dispute. A Corporate Customer Service Specialist
contacted [redacted] and advised her of the status of the investigation.
We appreciate [redacted]’ feedback and
sincerely apologize for
the inconvenience this has caused.
March 31, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: March 30, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states she tried to purchase a swim suit in the amount of $37.20 and was charged twice on her RushCard account, even though the transactions were denied for incorrect zip code. [redacted] also stated that she contacted RushCard customer service to advise that merchant had canceled the transaction. [redacted] is stating that RushCard is refusing to release her funds back to the account. [redacted] is requesting refunded to her account. On March 22, 2017, [redacted] contacted RushCard customer service regarding her double charge. An agent advised her to contact the merchant to resolve this. [redacted] contact customer service again on March 28 and an agent on a 3 way with the merchant, advised we would need a faxed letter from the merchant to release the transaction. On March 31, 2017 a RushCard corporate representative attempted to contact [redacted] to advise that the funds have been released back to her account. However, the merchant can still force the charges to her account. A callback number was left for [redacted] to call us back, the voicemail was full. 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
November 1, 2017 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 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 indicates that RushCard blocked her account without receiving any notification. [redacted] also stated that she had no access to her funds and the customer service agent was extremely rude. [redacted] is requesting all her money back including the $30 for the card we expedited to them so they can close the account. RushCard records indicate that on October 28, 2017, [redacted] contacted customer service regarding unauthorized transactions. A dispute case was opened. [redacted] indicated the RushCard customer service specialist issued a replacement card expedited without her knowledge. On November 2, 2017, a RushCard Corporate Resolution Specialist contacted [redacted] to advise that the $30.00 expedite fee was refunded and funds put back on her account. [redacted] indicated this was a satisfactory resolution. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]-[redacted]
May 4, 2015
We received [redacted]’ complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer...
contact and
activity associated with financial cards.
On 4/10/2015 [redacted] filed a
dispute for an unauthorized transaction of $30.00 from [redacted] that was made on her account. All
RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are received. I am showing we received the
written dispute form back from [redacted] on 4/27/2015. A provisional credit
has been issued on [redacted] account on 5/4/2015. [redacted]' claim is still in
process and once the claim is final [redacted] will receive a letter in the mail
regarding the outcome of the dispute. We apologize for the inconvenience and
the frustration this has caused.
We appreciate [redacted]’ feedback.
These types of issues go directly against our mission of access and inclusion
for everyone and we look to be clearer and avoid similar problems for all of
our customers.
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. In [redacted] complaint he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted]. He claimed he has [redacted] and never made the charges. On January 16, [redacted] claim was denied due to no error found. On January 26th, 2017, we have reopened [redacted] case and it’s being re-investigated. Regards,
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
November 3,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] have access to
her 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. 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 find that this resolution is satisfactory to me.
Regards,
[redacted]
Everything has been taking care of and I have exxcess to my account now, after it has been two weeks.Thank you[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 22, 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 two transactions were made to her RushCard account from the merchant [redacted] and [redacted]/ [redacted]. [redacted] also stated that the transactions are no longer showing up on her transaction history and RushCard disputes department refuse to assist her. [redacted] would like a repair and a refund to her account. On December 24, 2015, two transactions in the amount of $67.02 were made on [redacted] RushCard account. On December 27, 2015, [redacted] contacted RushCard customer service and requested to cancel the two transactions. [redacted] was informed by the customer service representative that the two transactions were not able to be canceled and are still in pending status. A dispute could be filed once or if the transactions settle. The two transactions were automatically released by the system after the expiration date. RushCard can verify that as of January 26, 2016 there are no longer two pending charges of $67.02 on [redacted] RushCard account. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October
13, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 7, 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 on October 5, 2015
in error. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On October
5, 2015, a block was placed on [redacted] account. As per the RushCard
Cardholder Agreement, RushCard requested proof of identity from [redacted], and
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 October 5,
2015. The documents submitted by [redacted] were deemed invalid due to specific
documentation needed. On October 8,
2015, valid documentation was provided by [redacted] and the account was
unblocked. A RushCard
Corporate Customer Service Specialist contacted [redacted] on October 13, 2015 to
advise of this information.
We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that goal.
Regards,
Satoyra H.
Corporate Customer Service
This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In his complaint, he states on August 15, 2017, he reported his card missing; however, on September 05, 2017 he found out the card was never cancelled and unauthorized transaction were made, which he disputed. He is requesting a refund. RushCard keeps records of every call made to every account. Our records indicate [redacted] first called August 17, 2017 to dispute a [redacted] transaction. We listened to the recorded call into our Customer Service call center. During the call, he told Customer Service Agent he did not get the service he paid for; therefore, he wants to dispute charge. He vividly corrected Agent that the transaction was indeed authorized and that he doesn’t need a new card because the transaction is not fraud. In the process of transferring him to the Dispute Team he hung up and never called back until September 12, 2017, to dispute multiple PIN an NON-PIN transaction posted between August 14, 2017 and September 06, 2017, totaling $6,709.67. In his subsequent dispute form he claimed his card was stolen August 15, 2017 and his pin written on the back of his RushCard. He also claimed his last authorized transaction was done August 14, 2017 for $500. Based on the above information, the Disputes Team concluded the transactions were, in fact, authorized.
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.
[Still have no access to my account after a rep there attempted on her own with permission to reset my pin she had no luck so a new card was expedited to me I activate the card etc went to swipe my card it still say no account found I go online and it still display the expired card ending in [redacted] .]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I fail to see how Rush Card can deny a dispute or claim the transaction was valid. As my financial institute, if I dispute a charge, should they not assist? Why would they not see an error when an identical transaction is made Immediately following the first? As far as an attempt to make contact, I have no record of such an attempt.At this point, I feel like this is some type of fraud on their behalf. After nearly 7 years as a loyal customer, believing they had their customer's best interest at heart, I am completely disappointed & dissatisfied.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 originally did my complaint through RushCard and they sent an email to corporate on 11/10 and told me would be 24-48 business hours before they would have a response from corporate AND a resolution. By 5pm EST on 11/15/16 (second business day/48 hours) they still had NO response from corporate and only gave me a $10 COURTESY credit. It was not until after my Revdex.com complaint on 11/15/16 where I was contacted the very next day by Kathy at Unitush NOT because of my original complaint but because of my Revdex.com complaint. I waited 6 days to hear back from them just to be told to contact [redacted] and make a complaint with them. The number I was provided by Kathy at Unirush (###-###-####) was NOT even a VALID number. As soon as you call it hangs up. I called back spoke to Kathy again who left me on a silent hold for 3+ mins while she "tried" the number she gave me. I hung up called back again spoke with Kathy who then provided me a number she found on [redacted] that also does not work and I have already tired on Monday. (###-###-####) I can't file a complaint with [redacted] since I do not have a number I can actually reach a live person on and Unirush is not helping by giving invalid numbers. I feel I've done everything I was suppose to do and Unirush needs to get [redacted] on the line themselves to figure it out since I can't even get a valid number or when calling customer service at ###-###-#### can't get a live person since I don't have an actual [redacted] card. I just need my money which I want the full $60 not just the $56.26!
Regards,
[redacted]
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, there unauthorized transactions on her RushCard totaling $2420.65. she disputed the charges, filed a police report, and return the dispute form; however, provisional credit has yet to be issued to their account. Our record indicated on Febuary 28th, 2017 [redacted] contacted RushCard to file an unauthorized dispute totaling $2,420.65. [redacted] claimed her card had been in her possession. On March 14, 2017, [redacted] claim was denied due to no error found. We concluded this was not a counterfeit case.
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
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 now able to access my account but still not a customer service rep. An automated call was received but not a live person just to say we are working on the problem. I have received two emails from Rushcard advising they can't locate my account and to provide the same information in two separate emails and still no response.I need to speak to someone because there are duplicate transactions against my account that's needs to be rectified and reversed. My email has been the same for five years as well as my account. So not sure as to why I also never received any updates of any issues. All information I found was through [redacted] or tweeting [redacted] directly.
Regards,
[redacted]
August 30, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: August 28, 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 cancelled a [redacted] transaction and was advised by [redacted] that if the merchandise did not ship, she would not be charged. [redacted] also states she contacted RushCard and was told by a customer service agent that her pre authorization hold would be released in 10 days. [redacted] contends it has been 10 days and her hold has still not been released. On August 26, 2016 [redacted] contacted RushCard corporate customer service and spoke to a customer service agent and was advised that the transaction from [redacted] in the amount of $11.84 would expire in 10 days. The 10th day was August 27, 2016. On August 30, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that her pre authorization hold has been released. A message was left for [redacted] to call RushCard back. 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]Don't lie I never contacted you guys on the 2nd or the 3rd I contacted you guys...
on the 4th of april I never told the dispute rep that I lost my card on the 31st of march she put that in the dispute foarm so now I'm going to contact my Lawyer to pull they recording from when I originally called they are frauds and unirush already has a $1000000 lawsuit pending through the courts for fraud and lying.
July 1,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on June 1, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]’ complaint contends that she has not received her funds from an error
allegation dispute she filed on May 8, 2015 in the amount of $379.24.
Per
response, [redacted] will need to allow the 45 days to investigate the claim.
Once
the claim is final [redacted]’ will receive a letter in the mail regarding the
outcome of the dispute. A Corporate Customer Service Specialist
contacted [redacted] and advised her of the status of the investigation.
We appreciate [redacted]’ feedback and
sincerely apologize for
the inconvenience this has caused.
[redacted]
Corporate Customer Service
March 31, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: March 30, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states she tried to purchase a swim suit in the amount of $37.20 and was charged twice on her RushCard account, even though the transactions were denied for incorrect zip code. [redacted] also stated that she contacted RushCard customer service to advise that merchant had canceled the transaction. [redacted] is stating that RushCard is refusing to release her funds back to the account. [redacted] is requesting refunded to her account. On March 22, 2017, [redacted] contacted RushCard customer service regarding her double charge. An agent advised her to contact the merchant to resolve this. [redacted] contact customer service again on March 28 and an agent on a 3 way with the merchant, advised we would need a faxed letter from the merchant to release the transaction. On March 31, 2017 a RushCard corporate representative attempted to contact [redacted] to advise that the funds have been released back to her account. However, the merchant can still force the charges to her account. A callback number was left for [redacted] to call us back, the voicemail was full. 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
November 1, 2017 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 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 indicates that RushCard blocked her account without receiving any notification. [redacted] also stated that she had no access to her funds and the customer service agent was extremely rude. [redacted] is requesting all her money back including the $30 for the card we expedited to them so they can close the account. RushCard records indicate that on October 28, 2017, [redacted] contacted customer service regarding unauthorized transactions. A dispute case was opened. [redacted] indicated the RushCard customer service specialist issued a replacement card expedited without her knowledge. On November 2, 2017, a RushCard Corporate Resolution Specialist contacted [redacted] to advise that the $30.00 expedite fee was refunded and funds put back on her account. [redacted] indicated this was a satisfactory resolution. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]-[redacted]
May 4, 2015
We received [redacted]’ complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer...
contact and
activity associated with financial cards.
On 4/10/2015 [redacted] filed a
dispute for an unauthorized transaction of $30.00 from [redacted] that was made on her account. All
RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are received. I am showing we received the
written dispute form back from [redacted] on 4/27/2015. A provisional credit
has been issued on [redacted] account on 5/4/2015. [redacted]' claim is still in
process and once the claim is final [redacted] will receive a letter in the mail
regarding the outcome of the dispute. We apologize for the inconvenience and
the frustration this has caused.
We appreciate [redacted]’ feedback.
These types of issues go directly against our mission of access and inclusion
for everyone and we look to be clearer and avoid similar problems for all of
our customers.
Regards,
[redacted]
Customer Service Specialist
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. In [redacted] complaint he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted]. He claimed he has [redacted] and never made the charges. On January 16, [redacted] claim was denied due to no error found. On January 26th, 2017, we have reopened [redacted] case and it’s being re-investigated. Regards,
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
November 3,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] have access to
her 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. 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 find that this resolution is satisfactory to me.
Regards,
[redacted]
Everything has been taking care of and I have exxcess to my account now, after it has been two weeks.Thank you[redacted]