December 28, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 23, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]' complaint states a transaction in the amount of $180.39 has been on hold since December 18, 2015 from [redacted] requested that the funds be released and refunded back to her RushCard account. On December 18, 2015, RushCard received an authorized hold in the amount of $180.39 from Kmart that was made on [redacted]’ RushCard account. On December 19, 2015, [redacted] contacted RushCard Customer Service and informed her that the hold would take up to ten day to expire. [redacted] was also informed the only way to release the hold before the ten days is to send in a merchant hold release letter from the merchant with the customer's name, last 4 of card, amount, date and time, statement instructing us to release the funds, name of contact, direct phone and signature of person faxing from merchant. RushCard received a merchant hold release letter on December 22, 2015, but unfortunately the merchant hold release letter that was received is not valid. On December 23, 2015, [redacted] was informed that the merchant did not sign the letter so it needed to be refaxed with the signature or she could wait until the original ten days from transaction date for the hold to be released. 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
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, however, 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, the dispute will be found in her favor. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
[redacted]’ complaint contends that she has not yet received credits for disputes transactions in the amounts of $1000 and $1200 from [redacted] RushCard records indicate that [redacted] filed two disputes on 3/21/2017 for $1000 and $1200 respectively. [redacted] states that that time that she returned the car back to the dealership and was filing a dispute because she had not received a refund from the dealership. [redacted] was advised at that time that the dispute may take up to 90 days to resolve. A returned merchandise dispute claim is not covered as a Reg E claim and therefore is not eligible for provisional credit. On 3/25/2017 [redacted] returned her written dispute claim, and 4/5/2017 we submitted this claim as a chargeback to the merchant on [redacted]’ behalf. Visa guidelines allow the merchant 45 days to respond to the chargeback. That deadline is 4/21/2017. We will review the status of this claim at that time and credit the account accordingly if the merchant accepts the chargeback. If the merchant represents with documentation, we will provide that response to [redacted]. We appreciate [redacted]’ feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859046, and have determined that this does not resolve my complaint.
Regards,
[redacted]
VIA ONLINE SUBMISSION:Revdex.comAttention: Tina Geers1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Case Number: [redacted] Consumer Name: [redacted] To Whom It May Concern: This letter is in response to the Revdex.com complaint referenced above. Unirush,...
LLC, which is the program manager for the [redacted] program, (“[redacted]”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint that she received a notice of change in terms and conditions regarding a [redacted] account that is not associated with her or anyone living at her residence address [redacted] She wanted to inquire how a [redacted] account was opened without proper identity checks and verification. [redacted] stated in her complaint that she wanted the closure of the [redacted] and explanation as to how this [redacted] was opened under her name. [redacted] records indicate that on January 22, 2015, we registered a [redacted] for [redacted]. I explained to [redacted] on the phone on February 27th and March 1st that our record indicates that the [redacted] was opened when she became employed at [redacted] confirmed that she was employed at [redacted] in 2015. I explained to [redacted] that this is the reason there is a [redacted] under her name and that the account was never activated but remained open. I provided [redacted] with instructions to close the account properly. [redacted] acknowledged that she will follow the instructions and she agreed that the matter has been resolved accordingly. UniRush Customer Service
I finally (after 10 days) got my money back because they reversed one duplicate $500.00 charge. The company still maintains it was a visibility issue. It most certainly was not because the ATM showed me $-335.00 and I couldnt use my card for 10 days. Being negative is not a possibility with a prepaid card. I have taken my money off the card and cut it up. I will not be using this company anymore but I want nothing from them. Thanks so much. Sincerely, [redacted]
March 10, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to
the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from Daryl Goodrich, on July 14, 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 he loaded funds to his RushCard and was charged a loading fee. The customer would like the loading fee of
$4.95 credited back to his RushCard.
On February 7, 2016, [redacted] loaded funds on to the
RushCard in the amount of $28.00. [redacted] called RushCard customer service on February 7, 2016 to advise he was
charged a fee to load funds. The
customer service representative advised the customer the fee was not charged by
RushCard, but by the vendor that he went to.
A corporate customer service specialist called [redacted] on March 1,
2016 to discuss his concerns.
We appreciate [redacted]’s feedback
and sincerely apologize for
the inconvenience this has caused our customer.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The Rushcard associate is stating that I did not change my plan to pay as you go. That is untrue and I emailed proof to the dispute department. I sent a copy of the email sent to me on 8.32.2015 acknowledging that my plan had been successful in being changed. Also the fact that for the months of September -February, I had not been charged the 5.95 monthly service fee. The no fee holiday promotion Rushcard had was for the months of November 2015 - February 2016. The agent that I spoke with on March 1st said the account was -5.95. The agent I spoke wih on March 4th said it was -.62. At this point I dont know who to believe and really dont care. I just want an apology and acknowledgement that I did in fact change my plan on 8.31.2015 due to the proof that is attached in this message.
Regards,
[redacted]
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 19, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted]To Whom It May Concern:This letter is in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on October 12, 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]’s complaint states that RushCard held his
funds from a gas station transaction. [redacted] also stated that the
representatives were very disrespectful when contacting the RushCard call
center and advised that proper verification needs to be validated. 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. Tyree T.Corporate Customer
Service
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati
Ohio...
45202 �...⇄ Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 12, 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 November 2, 2015, the remitter processed an ACH debit for the
amount of $363.18 from [redacted] account. [redacted] will need to contact
the remitter regarding the ACH debit. 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:
[redacted], and have determined that this does not resolve my complaint. I don't understand why they keep responding with the same letter? I want details and codes for my transcation!! I am a hard working woman and Rushcard continues to do this over and over to people. All I want is my $1475 that rushcard owes me. I will be writing to the attorney general as this matter had talking to long to resolve and I'm not getting any responses. I can't even go into my account to get any transcations that I have done prior to December 19,2016.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 28,
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
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 have determined that this does not resolve my complaint. My account is still not corrected. I do not have access to my Rush Goals nor am I able to transfer funds. I need for Rush to fix my account so that I may access my $700.00 in my Rush Goals savings account asap.
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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:The company had 2 different email address on file and never even tried to email them. Now that a care specialists is involved I finally recieved the paperwork. Now the game begins to get my money. Which for some reason seems unlikely. 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]
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted], on July 8, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted] complaint pertains that RushCard sent her a
replacement card that does not work. [redacted] also stated that she would like
for the $30.00 expedited card fee and the $4.95 replacement card fee to be
refunded to her account.
On July 31, 2015, [redacted] contacted RushCard customer
service to request a replacement card via standard delivery. On August 6, 2015,
[redacted] contacted RushCard customer service and requested for another
replacement card to be expedited to receive the card sooner. On August 8, 2015,
[redacted] received the initial replacement card and was unable to activate the
card due to the replacement of the expedited card. A RushCard Customer Service Specialist contacted [redacted] on August 11, 2015, to advise her of this information. [redacted]’* has received her
expedited card and is now activated.
We appreciate [redacted] feedback
and sincerely apologize for
the substandard customer service he received when contacting RushCard Customer
Service. Our goal is to provide financial convenience supported by reliable
customer service.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 28, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 23, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]' complaint states a transaction in the amount of $180.39 has been on hold since December 18, 2015 from [redacted] requested that the funds be released and refunded back to her RushCard account. On December 18, 2015, RushCard received an authorized hold in the amount of $180.39 from Kmart that was made on [redacted]’ RushCard account. On December 19, 2015, [redacted] contacted RushCard Customer Service and informed her that the hold would take up to ten day to expire. [redacted] was also informed the only way to release the hold before the ten days is to send in a merchant hold release letter from the merchant with the customer's name, last 4 of card, amount, date and time, statement instructing us to release the funds, name of contact, direct phone and signature of person faxing from merchant. RushCard received a merchant hold release letter on December 22, 2015, but unfortunately the merchant hold release letter that was received is not valid. On December 23, 2015, [redacted] was informed that the merchant did not sign the letter so it needed to be refaxed with the signature or she could wait until the original ten days from transaction date for the hold to be released. 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
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, however, 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, the dispute will be found in her favor. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
[redacted]’ complaint contends that she has not yet received credits for disputes transactions in the amounts of $1000 and $1200 from [redacted] RushCard records indicate that [redacted] filed two disputes on 3/21/2017 for $1000 and $1200 respectively. [redacted] states that that time that she returned the car back to the dealership and was filing a dispute because she had not received a refund from the dealership. [redacted] was advised at that time that the dispute may take up to 90 days to resolve. A returned merchandise dispute claim is not covered as a Reg E claim and therefore is not eligible for provisional credit. On 3/25/2017 [redacted] returned her written dispute claim, and 4/5/2017 we submitted this claim as a chargeback to the merchant on [redacted]’ behalf. Visa guidelines allow the merchant 45 days to respond to the chargeback. That deadline is 4/21/2017. We will review the status of this claim at that time and credit the account accordingly if the merchant accepts the chargeback. If the merchant represents with documentation, we will provide that response to [redacted]. We appreciate [redacted]’ feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859046, and have determined that this does not resolve my complaint.
Regards,
[redacted]
VIA ONLINE SUBMISSION:Revdex.comAttention: Tina Geers1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Case Number: [redacted] Consumer Name: [redacted] To Whom It May Concern: This letter is in response to the Revdex.com complaint referenced above. Unirush,...
LLC, which is the program manager for the [redacted] program, (“[redacted]”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint that she received a notice of change in terms and conditions regarding a [redacted] account that is not associated with her or anyone living at her residence address [redacted] She wanted to inquire how a [redacted] account was opened without proper identity checks and verification. [redacted] stated in her complaint that she wanted the closure of the [redacted] and explanation as to how this [redacted] was opened under her name. [redacted] records indicate that on January 22, 2015, we registered a [redacted] for [redacted]. I explained to [redacted] on the phone on February 27th and March 1st that our record indicates that the [redacted] was opened when she became employed at [redacted] confirmed that she was employed at [redacted] in 2015. I explained to [redacted] that this is the reason there is a [redacted] under her name and that the account was never activated but remained open. I provided [redacted] with instructions to close the account properly. [redacted] acknowledged that she will follow the instructions and she agreed that the matter has been resolved accordingly. UniRush Customer Service
I finally (after 10 days) got my money back because they reversed one duplicate $500.00 charge. The company still maintains it was a visibility issue. It most certainly was not because the ATM showed me $-335.00 and I couldnt use my card for 10 days. Being negative is not a possibility with a prepaid card. I have taken my money off the card and cut it up. I will not be using this company anymore but I want nothing from them. Thanks so much. Sincerely, [redacted]
March 10, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to
the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from Daryl Goodrich, on July 14, 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 he loaded funds to his RushCard and was charged a loading fee. The customer would like the loading fee of
$4.95 credited back to his RushCard.
On February 7, 2016, [redacted] loaded funds on to the
RushCard in the amount of $28.00. [redacted] called RushCard customer service on February 7, 2016 to advise he was
charged a fee to load funds. The
customer service representative advised the customer the fee was not charged by
RushCard, but by the vendor that he went to.
A corporate customer service specialist called [redacted] on March 1,
2016 to discuss his concerns.
We appreciate [redacted]’s feedback
and sincerely apologize for
the inconvenience this has caused our customer.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The Rushcard associate is stating that I did not change my plan to pay as you go. That is untrue and I emailed proof to the dispute department. I sent a copy of the email sent to me on 8.32.2015 acknowledging that my plan had been successful in being changed. Also the fact that for the months of September -February, I had not been charged the 5.95 monthly service fee. The no fee holiday promotion Rushcard had was for the months of November 2015 - February 2016. The agent that I spoke with on March 1st said the account was -5.95. The agent I spoke wih on March 4th said it was -.62. At this point I dont know who to believe and really dont care. I just want an apology and acknowledgement that I did in fact change my plan on 8.31.2015 due to the proof that is attached in this message.
Regards,
[redacted]
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 19, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted]To Whom It May Concern:This letter is in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on October 12, 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]’s complaint states that RushCard held his
funds from a gas station transaction. [redacted] also stated that the
representatives were very disrespectful when contacting the RushCard call
center and advised that proper verification needs to be validated. 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. Tyree T.Corporate Customer
Service
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati
Ohio...
45202 �...⇄ Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 12, 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 November 2, 2015, the remitter processed an ACH debit for the
amount of $363.18 from [redacted] account. [redacted] will need to contact
the remitter regarding the ACH debit. 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:
[redacted], and have determined that this does not resolve my complaint. I don't understand why they keep responding with the same letter? I want details and codes for my transcation!! I am a hard working woman and Rushcard continues to do this over and over to people. All I want is my $1475 that rushcard owes me. I will be writing to the attorney general as this matter had talking to long to resolve and I'm not getting any responses. I can't even go into my account to get any transcations that I have done prior to December 19,2016.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 28,
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
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 have determined that this does not resolve my complaint. My account is still not corrected. I do not have access to my Rush Goals nor am I able to transfer funds. I need for Rush to fix my account so that I may access my $700.00 in my Rush Goals savings account asap.
Regards,
[redacted]
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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:The company had 2 different email address on file and never even tried to email them. Now that a care specialists is involved I finally recieved the paperwork. Now the game begins to get my money. Which for some reason seems unlikely. 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]
August 12, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted], on July 8, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted] complaint pertains that RushCard sent her a
replacement card that does not work. [redacted] also stated that she would like
for the $30.00 expedited card fee and the $4.95 replacement card fee to be
refunded to her account.
On July 31, 2015, [redacted] contacted RushCard customer
service to request a replacement card via standard delivery. On August 6, 2015,
[redacted] contacted RushCard customer service and requested for another
replacement card to be expedited to receive the card sooner. On August 8, 2015,
[redacted] received the initial replacement card and was unable to activate the
card due to the replacement of the expedited card. A RushCard Customer Service Specialist contacted [redacted] on August 11, 2015, to advise her of this information. [redacted]’* has received her
expedited card and is now activated.
We appreciate [redacted] feedback
and sincerely apologize for
the substandard customer service he received when contacting RushCard Customer
Service. Our goal is to provide financial convenience supported by reliable
customer service.
Tyree T.
Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service