Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have enclosed a picture from my home phone, where I called the customer service line today 10/28/15 2:45p and again cut off 1st time, 2nd time cut off, 3rd time the number said this number can not be reached at this time. Also I have enclosed pictures of my account that show the fees that rush card is still charging me, as well as they have not given me back the $5 declined transaction that went through. So they are not being honest when saying all customers have to do is call or they are reaching out to them. I have not spoken to anyone.
Regards,
[redacted]
September 14, 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 September 1,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]
[redacted] complaint
states that RushCard charged her for a $30.00 replacement card fee, a onetime
card fee and transaction fees to her RushCard account. [redacted] also stated
that she would like access to her funds.
On September 14, 2015, a RushCard Customer Service
Specialist contacted [redacted] regarding her complaint. [redacted] contacted
RushCard Corporate office and was advised of the credit process. [redacted] requested that her RushCard accounts
be closed. A Bill Payment for the
remaining funds was issued to the address on the account, and will be received within
7-10 business days.
We appreciate [redacted]
feedback. Our goal is to
provide financial convenience supported by reliable customer service.
Kathy R.
Corporate Customer Service
March 1, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: February 26, 2016 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she was provided with conflicting information by RushCard customer service and is requesting that a provisional credit be added back to her account. On February 18, 2016 [redacted] contacted RushCard and filed a written unauthorized transaction dispute regarding a charge in the amount of $61.76. On February 26, 2016, an unauthorized dispute form was sent to [redacted] email address and a replacement card was issued to the address provided on the account. RushCard dispute team has not received a signed unauthorized transaction dispute form back from [redacted] as of yet. 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. On February 26, 2016, [redacted] contacted RushCard Corporate office and was advised that a provisional credit will be provided to her RushCard account on March 3, 2016. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As a result, credit in the amount of $ 79.73 was posted to your account on March 17, 2017 and any applicable fee(s) have been...
reversed. This is considered permanent and we have closed this dispute case. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card.
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted], on July 9, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint contends that RushCard denied her unauthorized transaction
dispute in the amount of $244.99. [redacted] also experienced substandard
customer service when contacting RushCard Customer Service.
On July
2, 2015 [redacted] filed an unauthorized transaction dispute regarding a $244.99
charge on her account. On July 2,
2015, the RushCard dispute team received a signed unauthorized transaction dispute
form from [redacted]. On July 8, 2015, [redacted] unauthorized transaction
dispute was denied due to no error occurred. On July 15, 2015 [redacted] contacted
RushCard Corporate and was advised of the rebuttal letter process to reopen the
denied unauthorized transaction dispute. [redacted] has faxed the rebuttal letter
and any additional documentation to the disputes department and will take up to
45 days for the claim to be reopened. [redacted] contacted Corporate on July 16,
2015 and was advised that her documents were received and are currently under
review.
We appreciate [redacted] feedback. Our goal is to provide
financial convenience supported by reliable 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.
See, you taking an advtange of my money and I have already spoken to the merchant and they said it's has to be the Rushcard that can take care of and I'm not gonna play games with you! Enough and you have my [redacted] that I sent and there is no reason for you to take all my money that I didn't authorization at all and you just lost a customer.
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.
The response sent to my email just now is a duplicate from the previous message today along with the attachments that I sent. Since everyone thinks that this is a joking matter, I will be pursuing this matter to a higher authority.
Regards,
[redacted]
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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
March 1, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on February 22, 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 stated that his account has been hacked twice in the last few months. [redacted] also stated that he has been waiting for a provisional credit and he spoke to multiple customer service representatives that provided conflicting information. On January 29, 2016, a transaction in the amount of $825.68 was deducted from [redacted] RushCard account. The description of the transaction shows as [redacted] in the transaction history. The original transaction may be from mid-October up to now that [redacted] made on his account. On February 3, 2016, [redacted] filed an error allegation dispute regarding the unrecognized transaction. On February 4, 2016, 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 the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifies. On February 25, 2016, [redacted] contacted RushCard Corporate Office and was advised of this information. A final letter will be 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. We will provide notification on the resolution. RushCard Corporate Customer Service
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred; therefore, funds were credited to your account and this matter is considered closed. Sincerely, Dispute...
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 9, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that she had not received her $50.00 [redacted] cash
load deposit onto her RushCard account on June 8, 2015. [redacted] also stated
that she received conflicting information from RushCard Customer Service
regarding her [redacted] cash load.
On June
8, 2015, [redacted] loaded a $50.00 [redacted] cash load deposit onto her RushCard
account.
[redacted] contacted RushCard Customer Service and was advised that her cash load
deposit was not received and can take up to 24 hours. A request was escalated
to RushCard Corporate Customer Service for additional research on [redacted] account.
It was determine on June 9, 2015 RushCard received and posted [redacted] cash
load to her account. A RushCard Corporate Customer Service Specialist contacted
[redacted] to apologize for the inconvenience, confirmed the deposit and waived the
$5.95 monthly fee back to her account.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] had a card that the company refuses to release her funds. We previously had done all they requested and even sent the imfo they required to [redacted] of the Revdex.com, and was informed that she would additionally forward it. Thought at this point it was going to be resolved, to this point she has not received her funds. We feel these people will not relent and will if necessary go to an associate of theirs in our area in person to claim our funds. They should have no Questions or excuses to withhold what is rightfully hers. We reside in San Bruno California, the card is claiming to be associated with [redacted] bank, we went to them a year ago in our town to prove we are who we say. Was told that they were not directly? We have made every effort to resolve this. They should have no disagreement with having an entity of their choice in our vicinity verifying her identity. Thank You.Desired Outcome: Funds returned as was explained in our summary to [redacted] of Revdex.com. Thank You. We are willing to go to any entity they need in our area to put an end to this long drawn out nightmare.
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 WOULD LIKE MY LATE FEES AS A RESULT OF THIS INCONVENIENCE REFUNDED O ME IN THE AMOUNT OF $72 FOR TWO CREDITORS.....
Regards,
[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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] has access to
his funds and account information. 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/.[redacted] had
received two $21.00 transactions that were made on his RushCard account. One of
the $21.00 transactions had settled on the account and the other transaction
was in pending status. RushCard employees does not have the access to release
pending transaction back onto a customer’s account. [redacted] will have to
allow the merchant to void or cancel the transaction to be released to the
account. The $21.00 transaction was released back to [redacted] RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I am still locked out of my accounts and still can not get threw to any of rush card numbers
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 July 28, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that RushCard would not
release an authorization hold that was made on July 6, 2015 in the amount of
$201.00.
On July 6, 2015 RushCard received an
authorization hold on [redacted] RushCard account ending in [redacted] for $201.00.
[redacted] advised RushCard customer
service that the merchant canceled the hold and credited the funds back to her
RushCard account. [redacted]
[redacted] was instructed to send a Merchant Hold Release Letter to validate and
release the pending hold. On July 17, 2015, the merchant began submitting the
merchant hold release letters. RushCard customer service received invalid
merchant hold release letters and [redacted] was asked to send a valid letter
with a direct contact number provided. On August 3, 2015 a RushCard Corporate Customer
Service Specialist attempted to contact the merchant and [redacted] to assist
with releasing the hold. The authorization hold was released to [redacted]
account.
We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this has caused.
February 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, 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. On January 26, 2016, [redacted] dispute was denied. [redacted] will receive a letter in the mail regarding the resolution. We encourage [redacted] to work with the merchants to resolve any issues regarding products or services rendered. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. My daughter [redacted] and myself spoke to UniRush about her account and they hung up us. They request her to fill out paperwork about her debit card being stolen. She filled out the requested paperwork and submitted it by deadline along with the police report. She had 2 other cards stolen at the same time and her money has since been return, but because the amount of money stolen from UniRush they refused to refund her money. They said they didn't find any wrong doing, but the person who stole her debit cards has since been arrested. They refuse to discuss anything else with her about it. They said we will receive a letter in the mail to explain and about a month later received the letter with no explanation.My problem with UniRush they have people working that don't speak or understand English well, nor understand there job. They get mad when you ask questions and hang up on you or tell you they will get the supervisor and then hang up.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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
November 13, 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 November 6, 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. On September 14, 2015,
[redacted], processed a bill payment for $300.00 to a third party. On September
21, 2015, RushCard shows that the bill payment was cashed. Please view a screenshot
of the check below. [redacted] will need to contact the third party regarding
the cashed bill payment.We appreciate [redacted]
feedback and sincerely apologize for the inconvenience this has caused.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 have enclosed a picture from my home phone, where I called the customer service line today 10/28/15 2:45p and again cut off 1st time, 2nd time cut off, 3rd time the number said this number can not be reached at this time. Also I have enclosed pictures of my account that show the fees that rush card is still charging me, as well as they have not given me back the $5 declined transaction that went through. So they are not being honest when saying all customers have to do is call or they are reaching out to them. I have not spoken to anyone.
Regards,
[redacted]
September 14, 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 September 1,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]
[redacted] complaint
states that RushCard charged her for a $30.00 replacement card fee, a onetime
card fee and transaction fees to her RushCard account. [redacted] also stated
that she would like access to her funds.
On September 14, 2015, a RushCard Customer Service
Specialist contacted [redacted] regarding her complaint. [redacted] contacted
RushCard Corporate office and was advised of the credit process. [redacted] requested that her RushCard accounts
be closed. A Bill Payment for the
remaining funds was issued to the address on the account, and will be received within
7-10 business days.
We appreciate [redacted]
feedback. Our goal is to
provide financial convenience supported by reliable customer service.
Kathy R.
Corporate Customer Service
March 1, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: February 26, 2016 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she was provided with conflicting information by RushCard customer service and is requesting that a provisional credit be added back to her account. On February 18, 2016 [redacted] contacted RushCard and filed a written unauthorized transaction dispute regarding a charge in the amount of $61.76. On February 26, 2016, an unauthorized dispute form was sent to [redacted] email address and a replacement card was issued to the address provided on the account. RushCard dispute team has not received a signed unauthorized transaction dispute form back from [redacted] as of yet. 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. On February 26, 2016, [redacted] contacted RushCard Corporate office and was advised that a provisional credit will be provided to her RushCard account on March 3, 2016. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As a result, credit in the amount of $ 79.73 was posted to your account on March 17, 2017 and any applicable fee(s) have been...
reversed. This is considered permanent and we have closed this dispute case. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card.
July 22,
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 July 9, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint contends that RushCard denied her unauthorized transaction
dispute in the amount of $244.99. [redacted] also experienced substandard
customer service when contacting RushCard Customer Service.
On July
2, 2015 [redacted] filed an unauthorized transaction dispute regarding a $244.99
charge on her account. On July 2,
2015, the RushCard dispute team received a signed unauthorized transaction dispute
form from [redacted]. On July 8, 2015, [redacted] unauthorized transaction
dispute was denied due to no error occurred. On July 15, 2015 [redacted] contacted
RushCard Corporate and was advised of the rebuttal letter process to reopen the
denied unauthorized transaction dispute. [redacted] has faxed the rebuttal letter
and any additional documentation to the disputes department and will take up to
45 days for the claim to be reopened. [redacted] contacted Corporate on July 16,
2015 and was advised that her documents were received and are currently under
review.
We appreciate [redacted] feedback. Our goal is to provide
financial convenience supported by reliable customer service.
Tyree T.
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.
See, you taking an advtange of my money and I have already spoken to the merchant and they said it's has to be the Rushcard that can take care of and I'm not gonna play games with you! Enough and you have my [redacted] that I sent and there is no reason for you to take all my money that I didn't authorization at all and you just lost a customer.
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.
The response sent to my email just now is a duplicate from the previous message today along with the attachments that I sent. Since everyone thinks that this is a joking matter, I will be pursuing this matter to a higher authority.
Regards,
[redacted]
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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
March 1, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on February 22, 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 stated that his account has been hacked twice in the last few months. [redacted] also stated that he has been waiting for a provisional credit and he spoke to multiple customer service representatives that provided conflicting information. On January 29, 2016, a transaction in the amount of $825.68 was deducted from [redacted] RushCard account. The description of the transaction shows as [redacted] in the transaction history. The original transaction may be from mid-October up to now that [redacted] made on his account. On February 3, 2016, [redacted] filed an error allegation dispute regarding the unrecognized transaction. On February 4, 2016, 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 the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifies. On February 25, 2016, [redacted] contacted RushCard Corporate Office and was advised of this information. A final letter will be 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. We will provide notification on the resolution. RushCard Corporate Customer Service
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred; therefore, funds were credited to your account and this matter is considered closed. Sincerely, Dispute...
Resolution
June 16,
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 9, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that she had not received her $50.00 [redacted] cash
load deposit onto her RushCard account on June 8, 2015. [redacted] also stated
that she received conflicting information from RushCard Customer Service
regarding her [redacted] cash load.
On June
8, 2015, [redacted] loaded a $50.00 [redacted] cash load deposit onto her RushCard
account.
[redacted] contacted RushCard Customer Service and was advised that her cash load
deposit was not received and can take up to 24 hours. A request was escalated
to RushCard Corporate Customer Service for additional research on [redacted] account.
It was determine on June 9, 2015 RushCard received and posted [redacted] cash
load to her account. A RushCard Corporate Customer Service Specialist contacted
[redacted] to apologize for the inconvenience, confirmed the deposit and waived the
$5.95 monthly fee back to her account.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
Regards,
[redacted]
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] had a card that the company refuses to release her funds. We previously had done all they requested and even sent the imfo they required to [redacted] of the Revdex.com, and was informed that she would additionally forward it. Thought at this point it was going to be resolved, to this point she has not received her funds. We feel these people will not relent and will if necessary go to an associate of theirs in our area in person to claim our funds. They should have no Questions or excuses to withhold what is rightfully hers. We reside in San Bruno California, the card is claiming to be associated with [redacted] bank, we went to them a year ago in our town to prove we are who we say. Was told that they were not directly? We have made every effort to resolve this. They should have no disagreement with having an entity of their choice in our vicinity verifying her identity. Thank You.Desired Outcome: Funds returned as was explained in our summary to [redacted] of Revdex.com. Thank You. We are willing to go to any entity they need in our area to put an end to this long drawn out nightmare.
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 WOULD LIKE MY LATE FEES AS A RESULT OF THIS INCONVENIENCE REFUNDED O ME IN THE AMOUNT OF $72 FOR TWO CREDITORS.....
Regards,
[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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] has access to
his funds and account information. 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/.[redacted] had
received two $21.00 transactions that were made on his RushCard account. One of
the $21.00 transactions had settled on the account and the other transaction
was in pending status. RushCard employees does not have the access to release
pending transaction back onto a customer’s account. [redacted] will have to
allow the merchant to void or cancel the transaction to be released to the
account. The $21.00 transaction was released back to [redacted] RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I am still locked out of my accounts and still can not get threw to any of rush card numbers
Regards,
[redacted]
August 3, 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 July 28, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that RushCard would not
release an authorization hold that was made on July 6, 2015 in the amount of
$201.00.
On July 6, 2015 RushCard received an
authorization hold on [redacted] RushCard account ending in [redacted] for $201.00.
[redacted] advised RushCard customer
service that the merchant canceled the hold and credited the funds back to her
RushCard account. [redacted]
[redacted] was instructed to send a Merchant Hold Release Letter to validate and
release the pending hold. On July 17, 2015, the merchant began submitting the
merchant hold release letters. RushCard customer service received invalid
merchant hold release letters and [redacted] was asked to send a valid letter
with a direct contact number provided. On August 3, 2015 a RushCard Corporate Customer
Service Specialist attempted to contact the merchant and [redacted] to assist
with releasing the hold. The authorization hold was released to [redacted]
account.
We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this has caused.
Tyree T.
Corporate Customer Service
February 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, 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. On January 26, 2016, [redacted] dispute was denied. [redacted] will receive a letter in the mail regarding the resolution. We encourage [redacted] to work with the merchants to resolve any issues regarding products or services rendered. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. My daughter [redacted] and myself spoke to UniRush about her account and they hung up us. They request her to fill out paperwork about her debit card being stolen. She filled out the requested paperwork and submitted it by deadline along with the police report. She had 2 other cards stolen at the same time and her money has since been return, but because the amount of money stolen from UniRush they refused to refund her money. They said they didn't find any wrong doing, but the person who stole her debit cards has since been arrested. They refuse to discuss anything else with her about it. They said we will receive a letter in the mail to explain and about a month later received the letter with no explanation.My problem with UniRush they have people working that don't speak or understand English well, nor understand there job. They get mad when you ask questions and hang up on you or tell you they will get the supervisor and then hang up.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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
November 13, 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 November 6, 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. On September 14, 2015,
[redacted], processed a bill payment for $300.00 to a third party. On September
21, 2015, RushCard shows that the bill payment was cashed. Please view a screenshot
of the check below. [redacted] will need to contact the third party regarding
the cashed bill payment.We appreciate [redacted]
feedback and sincerely apologize for the inconvenience this has caused.RushCard Customer Service