October 21,
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 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The way Rush Card handles treat their customers and how they take control of there finance without any regards on the affect it may cause them is unfair. I have no other choose but to contact IRS for payment. Why it takes 8 to 10 weeks for IRS to receive check, what kind of mail system do you have. Mail does not take that long to deliver, unless Rush Card plan to hold on to it longer.Has the check been mailed out yet. NOT HAPPY would not refer anybody to Rushcard, I would discourage them.
Regards,
[redacted]
October 20, 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], on October 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 she did not have
access to her funds until October 15, 2015, which caused her to incurred late
fees. [redacted] requested a $165.00 in late
fees be refunded.
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. On October 20, 2015, a
Corporate Customer Service Specialist attempted to contact [redacted] to advise
her that $165. 00 was credited to her account.
We appreciate this feedback and sincerely apologize for the service
issues and inconvenience our cardholders experienced following the processor conversion.
Our goal is to provide financial convenience supported by reliable customer
service.
Kathy R.
Corporate Customer Service
May 18, 2016 VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 5/17/2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she would like a refund issued to her RushCard account. On May 11, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $29.95 from [redacted]. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. In [redacted] case a provisional will not be issued to her RushCard account. A final letter will be sent to the address on the account notifying [redacted] of the resolution as soon as the investigation is completed. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Servicetw
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
[redacted] complaint contends that she did
not receive the funds from a transfer to a different account that was not RushCard
in the amount of $400.00. [redacted]
also states that she would like her funds of $400.00 placed back into her
account.
On
February 25, 2016 [redacted] processed a bill payment from her RushCard account
in the amount of $400.00. March 1, 2016
[redacted] filed an error allegation dispute for the bill payment processed. Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate. On March 4, 2016,
the dispute was found in [redacted] favor and the bill payment was reversed
back to the account. A final letter has been sent to the address on the account
notifying [redacted] of the resolution.
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.
RushCard Corporate
Customer Service
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 June 22, 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
states that RushCard blocked his account in May due to fraudulent activity. [redacted] also stated that he was advised to
submit a driver** license, a social security card and valid proof of address.
On May
28, 2015, [redacted]
RushCard account ending in 4966 was blocked as a precautionary measure to
verify unauthorized transactions made on his account. [redacted] contacted
RushCard customer service and filed an unauthorized transaction dispute. A
replacement card was issued via regular mail to the address on the account. On
June 18, 2015, [redacted] was unable to verify additional information when
contacting RushCard customer service to request another replacement card.
Per
RushCard terms and conditions, RushCard requested proof of identity from [redacted]. He was asked to submit a copy of his Social
Security Card, Government Issued Identification, and proof of address dated
within the last 30 days. On June 18, 2015, [redacted] began submitting the
requested documents to verify his identity. On June 29, 2015, a Risk
Investigator reviewed the documents submitted by [redacted], and all requested
documents have been accepted as valid. A
RushCard Customer Service Specialist contacted [redacted] and issued a
replacement card via expedited delivery.
We look
forward to serving [redacted] financial needs in the future and sincerely apologize for the substandard
customer service he received. Our
customer** security is a top priority at RushCard and proper ID verification is
a necessary step to that goal. We
recognize proper verification can be a time consuming process and thank [redacted] for submitting the required documentation.
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 do not accept the business response, I provided documents that proves my card was charged and that I was still getting fees. My fees was returned but not the declined transaction that went through days later of $5. I want my money back and I will no longer bank with rush card
Regards,
[redacted]
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 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 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
May 31, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint 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] states in her complaint that her transaction fees totaling $2 have not been refunded even though the merchant has credited her RushCard account for the two transactions. [redacted] is requesting her $2 be refunded back to her account. On May25, 2017 [redacted] contacted RushCard customer service and spoke to a customer service agent regarding refunding the $2 in transactions fees. The agent advised [redacted] that this would escalate to the corporate office. On May 31, 2017 a RushCard corporate specialist contacted [redacted] and explained the process of credit being done via the merchant verses a formal dispute. A credit of $2 was applied to [redacted] account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
On Friday, December 23rd 2016 I called in to speak with a rep hoping to resolve my current issue with this company. I wanted to know if there was a way I could get money out of my account since the previous rep deactivated my current debit card, which expires on 12/31/16. I was told that they could wire me some money via Moneygram for a $30.00 fee. After hearing this, I asked the rep to find out if the fee could be waved because of the previous reps mishap of deactivating my debit card. After all it was their fault that my current debit card isn't working. The previous rep never told me that he was going to list my NEW card as being lost nor did he inform me that he was deactivating my current card. So, this rep places me on hold so they could speak to their supervisor. After being on hold for more than 20 minutes the rep comes back and tells me that they are going to WAVE the $30.00 moneygram fee and proceeded to take my info and ask me how much I wanted to withdraw. I gave him the amount and afterwards he told me to call back within 6 hrs to get my reference number, which I did, but upon doing so, I was given a different amount. I asked for $200 to be withdrawn, but was told by the new rep that it was for $183.14. I quickly told this rep that it was wrong and suppose to be $200.00. he asked to place me on hold to find out what was wrong. When he came back he told me that they charged my $30.00 for the transaction. The same fee that I was told was being WAVED. He said there is nothing he could do and refused to put a supervisor on the phone. So, I called Uni-Rush headquarters but they were gone for the holiday and this matter has not been resolved. Desired Outcome: I want my money back. All calls are recorded so the evidence is there. My next step is to file a complaint with the SEC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I was charged for replacing my card ending in *** $30 expedited fee and $4.95 card replacement fee. I was driving when I spoke w Karen and didn't indicate I wanted all my cards closed. I stated I was going to use another company and hung up. I receive ssa which already isn't enough to live off but to keep getting hit w fees is making it merely impossible for me to survive the month. I've been w rushcard over 6 yrs this makes absolutely no sense. I had no clue the card ending in *** was inactive until 9/28 when I attempted to use it. This is way too stressful.
Regards,
*** ***
Revdex.com:
I have not received any update or response regarding my complaint. The business is stating they need 45 days to complete the process and refund my funds. In the mean time the wait time to call is 3 hours and the only thing the agents are doing is apologizing and asking for our patience.
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.
UniRush press release ABSOLUTELY does not resolve my complaint. The 874.25 USD they took out of my account is STILL GONE. I have been in touch with my payroll department, they can do nothing (and shouldn't have to, they didn't do this), I called MetaBank, they told me to speak with a supervisor at UniRush, well I've held for hours trying..I HAVE TO HAVE MY MONEY BACK UNIRUSH!!!!!!!!!!!!!!!!!TODAY!
Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 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.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE[redacted] Complaint ID: [redacted] May 4, 2015 We received[redacted] complaint regarding the availability of her funds and the levelof customer service received. RushCardlogs all customer contact...
and activity associated with financial cards. After reviewof [redacted] account, the last deposit on the account was received from [redacted] was posted on 4/13/2015, with a pay date of 4/15/2015. RushCard in the process of upgrading ourDirect Deposit feature and transitioning it to MetaBank. As part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted]Since thefunds have not been received on [redacted] account she will want to speakwith the originator to see if they have sent the funds to the aboveinformation. The remitter may also be sending [redacted] a live check for themost recent deposit. If [redacted] would like to speak with someone in thecorporate office regarding more information, please have her call ###-###-####and press option 1. Weappreciate [redacted] feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]CustomerService Specialist
October 19,
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 October 13, 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 states that he was notified that RushCard was
updating the system on October 12, 2015, between 3:00 am to 8:00 am. [redacted]
also stated that the system is still not working and request that RushCard
needs to straighten out the issues with communication and accessing his
accounts.
RushCard
completely understands the impact our mandatory updates have had on our
cardholders and we thank you for your patience during this transition. We are not able to
respond in a timely manner to the high level of cardholder volume and e-mails
that are being received. We have been working diligently
to get our system back up and running smoothly. Currently our website is stable
and will have accurate account information and full access. Your RushCard is
available to make purchases and should be functioning properly. At RushCard, it is
our responsibility to have our cardholders’ funds available 24/7, when needed.
We understand the serious consequences when we fail in meeting that
expectation. A Corporate Customer Service Specialist contacted [redacted] and
provided a $20.00 customer service credit to his account for the inconvenience.
On October 15, 2015, [redacted] received his direct deposit and it has posted to
his card ending in [redacted].
Again,
we deeply apologize for the problems this outage caused and pledge our best
efforts toward preventing this from happening again.
Regards,
Tyree T.
Customer Service Specialist
October 21,
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 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The way Rush Card handles treat their customers and how they take control of there finance without any regards on the affect it may cause them is unfair. I have no other choose but to contact IRS for payment. Why it takes 8 to 10 weeks for IRS to receive check, what kind of mail system do you have. Mail does not take that long to deliver, unless Rush Card plan to hold on to it longer.Has the check been mailed out yet. NOT HAPPY would not refer anybody to Rushcard, I would discourage them.
Regards,
[redacted]
October 20, 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], on October 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 she did not have
access to her funds until October 15, 2015, which caused her to incurred late
fees. [redacted] requested a $165.00 in late
fees be refunded.
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. On October 20, 2015, a
Corporate Customer Service Specialist attempted to contact [redacted] to advise
her that $165. 00 was credited to her account.
We appreciate this feedback and sincerely apologize for the service
issues and inconvenience our cardholders experienced following the processor conversion.
Our goal is to provide financial convenience supported by reliable customer
service.
Kathy R.
Corporate Customer Service
May 18, 2016 VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 5/17/2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she would like a refund issued to her RushCard account. On May 11, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $29.95 from [redacted]. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. In [redacted] case a provisional will not be issued to her RushCard account. A final letter will be sent to the address on the account notifying [redacted] of the resolution as soon as the investigation is completed. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Servicetw
March 9, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
Complaint number: [redacted]
Complaint date: [redacted]
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
[redacted] complaint contends that she did
not receive the funds from a transfer to a different account that was not RushCard
in the amount of $400.00. [redacted]
also states that she would like her funds of $400.00 placed back into her
account.
On
February 25, 2016 [redacted] processed a bill payment from her RushCard account
in the amount of $400.00. March 1, 2016
[redacted] filed an error allegation dispute for the bill payment processed. Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate. On March 4, 2016,
the dispute was found in [redacted] favor and the bill payment was reversed
back to the account. A final letter has been sent to the address on the account
notifying [redacted] of the resolution.
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.
RushCard Corporate
Customer Service
June 30,
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 June 22, 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
states that RushCard blocked his account in May due to fraudulent activity. [redacted] also stated that he was advised to
submit a driver** license, a social security card and valid proof of address.
On May
28, 2015, [redacted]
RushCard account ending in 4966 was blocked as a precautionary measure to
verify unauthorized transactions made on his account. [redacted] contacted
RushCard customer service and filed an unauthorized transaction dispute. A
replacement card was issued via regular mail to the address on the account. On
June 18, 2015, [redacted] was unable to verify additional information when
contacting RushCard customer service to request another replacement card.
Per
RushCard terms and conditions, RushCard requested proof of identity from [redacted]. He was asked to submit a copy of his Social
Security Card, Government Issued Identification, and proof of address dated
within the last 30 days. On June 18, 2015, [redacted] began submitting the
requested documents to verify his identity. On June 29, 2015, a Risk
Investigator reviewed the documents submitted by [redacted], and all requested
documents have been accepted as valid. A
RushCard Customer Service Specialist contacted [redacted] and issued a
replacement card via expedited delivery.
We look
forward to serving [redacted] financial needs in the future and sincerely apologize for the substandard
customer service he received. Our
customer** security is a top priority at RushCard and proper ID verification is
a necessary step to that goal. We
recognize proper verification can be a time consuming process and thank [redacted] for submitting the required documentation.
Regards,
[redacted]
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 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 do not accept the business response, I provided documents that proves my card was charged and that I was still getting fees. My fees was returned but not the declined transaction that went through days later of $5. I want my money back and I will no longer bank with rush card
Regards,
[redacted]
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 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 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
Hello, They’ve put the money back into my account now. Please close the complaint.
May 31, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint 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] states in her complaint that her transaction fees totaling $2 have not been refunded even though the merchant has credited her RushCard account for the two transactions. [redacted] is requesting her $2 be refunded back to her account. On May25, 2017 [redacted] contacted RushCard customer service and spoke to a customer service agent regarding refunding the $2 in transactions fees. The agent advised [redacted] that this would escalate to the corporate office. On May 31, 2017 a RushCard corporate specialist contacted [redacted] and explained the process of credit being done via the merchant verses a formal dispute. A credit of $2 was applied to [redacted] account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
On Friday, December 23rd 2016 I called in to speak with a rep hoping to resolve my current issue with this company. I wanted to know if there was a way I could get money out of my account since the previous rep deactivated my current debit card, which expires on 12/31/16. I was told that they could wire me some money via Moneygram for a $30.00 fee. After hearing this, I asked the rep to find out if the fee could be waved because of the previous reps mishap of deactivating my debit card. After all it was their fault that my current debit card isn't working. The previous rep never told me that he was going to list my NEW card as being lost nor did he inform me that he was deactivating my current card. So, this rep places me on hold so they could speak to their supervisor. After being on hold for more than 20 minutes the rep comes back and tells me that they are going to WAVE the $30.00 moneygram fee and proceeded to take my info and ask me how much I wanted to withdraw. I gave him the amount and afterwards he told me to call back within 6 hrs to get my reference number, which I did, but upon doing so, I was given a different amount. I asked for $200 to be withdrawn, but was told by the new rep that it was for $183.14. I quickly told this rep that it was wrong and suppose to be $200.00. he asked to place me on hold to find out what was wrong. When he came back he told me that they charged my $30.00 for the transaction. The same fee that I was told was being WAVED. He said there is nothing he could do and refused to put a supervisor on the phone. So, I called Uni-Rush headquarters but they were gone for the holiday and this matter has not been resolved. Desired Outcome: I want my money back. All calls are recorded so the evidence is there. My next step is to file a complaint with the SEC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I was charged for replacing my card ending in *** $30 expedited fee and $4.95 card replacement fee. I was driving when I spoke w Karen and didn't indicate I wanted all my cards closed. I stated I was going to use another company and hung up. I receive ssa which already isn't enough to live off but to keep getting hit w fees is making it merely impossible for me to survive the month. I've been w rushcard over 6 yrs this makes absolutely no sense. I had no clue the card ending in *** was inactive until 9/28 when I attempted to use it. This is way too stressful.
Regards,
*** ***
Revdex.com:
I have not received any update or response regarding my complaint. The business is stating they need 45 days to complete the process and refund my funds. In the mean time the wait time to call is 3 hours and the only thing the agents are doing is apologizing and asking for our patience.
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.
UniRush press release ABSOLUTELY does not resolve my complaint. The 874.25 USD they took out of my account is STILL GONE. I have been in touch with my payroll department, they can do nothing (and shouldn't have to, they didn't do this), I called MetaBank, they told me to speak with a supervisor at UniRush, well I've held for hours trying..I HAVE TO HAVE MY MONEY BACK UNIRUSH!!!!!!!!!!!!!!!!!TODAY!
Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 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.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE[redacted] Complaint ID: [redacted] May 4, 2015 We received[redacted] complaint regarding the availability of her funds and the levelof customer service received. RushCardlogs all customer contact...
and activity associated with financial cards. After reviewof [redacted] account, the last deposit on the account was received from [redacted] was posted on 4/13/2015, with a pay date of 4/15/2015. RushCard in the process of upgrading ourDirect Deposit feature and transitioning it to MetaBank. As part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted]Since thefunds have not been received on [redacted] account she will want to speakwith the originator to see if they have sent the funds to the aboveinformation. The remitter may also be sending [redacted] a live check for themost recent deposit. If [redacted] would like to speak with someone in thecorporate office regarding more information, please have her call ###-###-####and press option 1. Weappreciate [redacted] feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]CustomerService Specialist
October 19,
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 October 13, 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 states that he was notified that RushCard was
updating the system on October 12, 2015, between 3:00 am to 8:00 am. [redacted]
also stated that the system is still not working and request that RushCard
needs to straighten out the issues with communication and accessing his
accounts.
RushCard
completely understands the impact our mandatory updates have had on our
cardholders and we thank you for your patience during this transition. We are not able to
respond in a timely manner to the high level of cardholder volume and e-mails
that are being received. We have been working diligently
to get our system back up and running smoothly. Currently our website is stable
and will have accurate account information and full access. Your RushCard is
available to make purchases and should be functioning properly. At RushCard, it is
our responsibility to have our cardholders’ funds available 24/7, when needed.
We understand the serious consequences when we fail in meeting that
expectation. A Corporate Customer Service Specialist contacted [redacted] and
provided a $20.00 customer service credit to his account for the inconvenience.
On October 15, 2015, [redacted] received his direct deposit and it has posted to
his card ending in [redacted].
Again,
we deeply apologize for the problems this outage caused and pledge our best
efforts toward preventing this from happening again.
Regards,
Tyree T.
Customer Service Specialist