On July 12th, 2015, [redacted] contacted UniRush to file a dispute for six transactions that posted on in the span of six months with [redacted] totaling $120.30. [redacted] claimed she set up the membership for her husband. However she canceled it after [redacted] told her husband cannot...
use her membership. But [redacted] continued to charge her account monthly. She said she contacted [redacted] and they told her she would need to speak to the office manager. On July 12th, 2016, [redacted] claim was denied. UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On the document provided to UniRush, [redacted] did not cancel her membership with [redacted] until July 15th, 2016.
Cinainnati Better Bureau,I received an email form Rush Card last evening 10/20/15 informing me that my direct deposit payment was not deposit because of a problem and they sent my payment back to the originator, [redacted] and that I should check with my my pay roll department. At 11:OOam call to inform me...
that the direct deposit payment has returned and they will send me a check. I would there fore like to thank you for hearing my complaint and would like to say that I am pleased that I have my payment and the investigation can be stopped.[redacted]
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted],
on September 21, 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 she did
not receive her $20.00 for four people that was referred to open a RushCard
account. [redacted] also stated that she would like to be compensated $80.00 for
the four people that she referred.
On July 25, 2015, [redacted] referred two people that
applied for the RushCard to receive a $20.00 Ref a Friend credit. One of the
applications was denied and the referral code was not applied to the other
application. On August 18, 2015 and
August 27, 2015, [redacted] referred two more people; one who had not activated
their card and the referral code was not applied properly to the other
application. Both situations will delay credit for the referral. On September 28, 2015, a RushCard Customer Service Specialist contacted [redacted] to
discuss this information.
We appreciate [redacted]’ feedback. Our goal is to create
promotions that are easy to complete and deliver financial convenience
supported by reliable customer service.
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 26, 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. Rushcard/UniRush states via social media (and in response to this inquiry) they had an upgrade or update of their systems beginning 10/12/15. Since then, I have not been able to access my funds (correct account balance). My balance should be $316.14. Every time I have called RUSH after I noticed that I was unable to access my account balance upon account login on on 10/16/15, I have been unable to get a cohesive answer other than after waiting long holds, being hung up on. Here is just SOME of the answers I have received:"We are unable to access your account please call back or give me your # for us to call you back"."Can I have your name and account #, placed on hold again, rep comes back after 10 minutes saying our systems are down"."We have not received your deposit of $300.01". We don't see it.Had the RushCard Agent call [redacted] to verify the transaction was credited, was placed on another long hold. Transferred to dispute department, rep. hung up on me and never called me back."You must dispute the original charge and fax or mail back the dispute form within 10 days". I did fax the form on 10/26/15 (enclosed as an attachment) with receipt and back up."I will escalate your CREDIT not posted to our 'technical support dept""I cannot escalate your request for your money because there is no technical support dept"."I will send you over to our disputes"... transfer and on hold ... person answers and then hangs up."I cant transfer you to disputes because we are still in process of our update and have a system outage"."I will email you a dispute form in 3 hours". Had to call back because I never recd the form 16 + hours later. Asked for a supervisor regarding my account. Rep refused to transfer me to someone to help me stating "nobody can help you here; no one here can do anything so I cannot transfer you".Called back another day. Gave my reference # which is in the attached email. I was put on hold and rep came back on the line stating "unfortunately, I cannot see anything on that ticket #; you have to call back another day or two because we are waiting for our system update to be complete".I have spent OVER 9 hours on the phone with RushCard/Unirush since 10/16/15. Please see attached call log from Charter and Sprint) detailing all the 55 calls in attempt for resolve.ALL of these calls were in an attempt to find out why my credit from [redacted] for $300.01 credited to my card back to RushCard/Unirush on 10/10/15 has not been posted to my balance AND why they REFUSE to send me my money or post it on my account as normal.I have been a loyal customer for almost 4 years. It has been 20 days; still my current account balance through [redacted] ATM, online inquiry and TEXT inquiry all state that my balance is $1. Totally inaccurate. I am tired of given untruths and inaccurate statements about why my money, which was clearly refunded by the merchant (see attached receipt where I paid cash for the rental car when I returned it). Still my balance is inaccurate; I have been on an empty gas tank because of RushCard taking their time with MY MONEY! The last correspondence was an email RUSH sent to me today asking me to call their customer service #. I called and waited over 50 minutes on the phone and couldn't wait any longer for a rep to answer.
Regards,
[redacted]
Attachments: Balance inquiry from RUSH textOct RUSH StatementDispute form and FAX to RUSH with receipt of cash transaction[redacted] Screen photo showing CREDITEmail correspondence Call log
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 31, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 17, 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 his card was closed because of the dispute he
filed on March 04, 2016.
Per
the previous response, RushCard closing [redacted] RushCard account does not
prevent him from filing a dispute rebuttal. [redacted]
will need to fax the rebuttal letter with any additional documentation to the
disputes department at ###-###-####.
We appreciate [redacted] feedback.
RushCard Corporate
Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is not a resolution but an explanation of the problems. I have however, already spoken with a customer service rep that was able to resolve my issue. With that said, I will give Rushcard Unirush, LLC another chance since I have been a customer since 2007 and had never experienced anything like this from this company in the past. Hopefully it was an isolated issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I did not receive the dispute form at my email address. Spoke to another today at 12:45pm today, May 6, was told that rushcard would email me ANOTHER dispute form in 24 hrs.
December 17, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: November 4, 2015 To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, at this time, our system is up
and running and [redacted] does have access to her online account
information. After further research, we show that [redacted]’s online
account has been suspended. As of today the online account, has been
unsuspended and [redacted] has access to her online account. An outreach was made to [redacted] on December
17, 2015 to provide this information, a message was left for a return phone
call. 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
February 8, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Consumer: [redacted] Complaint number: Complaint date: 3/2/2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced...
above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint, that she contacted RushCard to have her address updated. [redacted] also states that her name was changed on her RushCard account without her permission. [redacted] would like to receive her replacement card. On February 21, 2018 [redacted] contacted RushCard customer service to advise of an unauthorized transaction. On February 23, 2018 [redacted] indicated she needed to update her address for the card replacement. [redacted] was then advised to send in the required documents which were copies of her Driver’s License, Social Security Card and Proof of Address. [redacted] has sent in the required documents, along with a copy of her marriage certificate. In the event that RushCard receives any documentation indicating of a name change, the name is changed on the account. On February 28, 2018 [redacted] name was changed on her RushCard account. In addition, [redacted] address was changed to [redacted] on February 8, 2018. A RushCard corporate resolutions specialist attempted to contact [redacted] on February 8, 2018 to advise of the following information. Regards, RushCard Corporate Customer Service
May 20, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth Street Suite 600 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 May 18, 2016. 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 a pending hold that was made on May 11, 2016 in the amount of $25.95. [redacted] also states that a merchant hold release letter was sent and she has not yet to receive her funds. On May 16, 2016, [redacted] was advise by a customer service representative that a merchant hold release letter will need to be submitted to release a pending hold in the amount of $25.95. On May 17, 2016, RushCard received a merchant hold release letter to release the hold back to [redacted] account. A corporate customer service specialist was able to validate the hold and release the funds back to the account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Tyree T. 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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 �...⇄ Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, On October 19, 2015, RushCard debited $344.14 from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $344.14 per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruption. On October 2, 2015, the referrer applied for a RushCard with using a referral code [redacted] at the time of the application. On October 29, 2015, [redacted] contacted RushCard customer service and advised that her account and the referee was never provided the $20.00 refer a friend credit to both of their accounts. The referred cardholder will be required to load a minimum of $40.00 to the new card before the $20/$20 will payout. We appreciate this feedback and sincerely apologize for the inconvenience this has caused. RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I do not have access to my payroll funds nor online access to my account. I have made another call to Rushcard with no resolution. The call center agent always states that they have to email the home office to get assistance of which I never hear of the result. A fee holiday is not acceptable. I have paid late rent and credit card fees to no avail. This standardized response is a huge service failure to me and to many other consumers. I am in need of reimbursement of all of my late fees as well as access to all of my money.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I still do not have access to my money. When I call they give me the same run around each time. Once I finally get ahold of a real person they tell me they cannot help me and they send me on to their tech people. After being on hold for an hour, they finally pick up to tell me that they are not able to help me either. They say they have to expedite my case to their case managers and that I will have access to my money in 24 hours. I've heard this twice a week for the last 2 weeks now.
Regards,
[redacted]
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer...
identities and resources. On complaint [redacted] states, he disputed a transaction with RushCard and did not receive provisional credit as promised on Terms and Conditions. On November 2nd,2016, [redacted] filed a disputes for ATM mis-dispense. [redacted] said he attempted to withdraw $300 from his account, but the ATM failed to dispense cash requested and his account showed the withdraw. [redacted] was advised if disputes take more than twenty business days provisional will be issued to his account. The twentieth business day will be on December 1st, 2016.
February 28, 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 # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard claimed to deposit $20 or $30 into your RushCard account after you deposit your tax refund. [redacted] states that the advertisement was removed when he called to inquire about it in January. [redacted] would like for RushCard to live up to what they promote. On February 28, 2017, a corporate customer service specialist contacted [redacted] to advise that the advertisement was expired and that RushCard no longer has this tax promotion. We do apologize for the inconvenience this has caused. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the prompt reply. If anyone needs to contact me personally, please reply to [redacted] as I am hearing impaired and cannot respond well to phone calls.
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. Yes they gave me the credit on the date stated but it was after the fact I had no lights and an eviction process was started. They didnt care that I was going through what I went through. It was there fault there system was down for over 3 weeks. They are very rude and sent generated messages that had nothing to do with my emails advising me to call customer service which there system was down so that didnt do anything. They didnt give me credit for the fees I incurred
Regards,
[redacted]
On July 12th, 2015, [redacted] contacted UniRush to file a dispute for six transactions that posted on in the span of six months with [redacted] totaling $120.30. [redacted] claimed she set up the membership for her husband. However she canceled it after [redacted] told her husband cannot...
use her membership. But [redacted] continued to charge her account monthly. She said she contacted [redacted] and they told her she would need to speak to the office manager. On July 12th, 2016, [redacted] claim was denied. UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On the document provided to UniRush, [redacted] did not cancel her membership with [redacted] until July 15th, 2016.
Cinainnati Better Bureau,I received an email form Rush Card last evening 10/20/15 informing me that my direct deposit payment was not deposit because of a problem and they sent my payment back to the originator, [redacted] and that I should check with my my pay roll department. At 11:OOam call to inform me...
that the direct deposit payment has returned and they will send me a check. I would there fore like to thank you for hearing my complaint and would like to say that I am pleased that I have my payment and the investigation can be stopped.[redacted]
September 28, 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 21, 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 she did
not receive her $20.00 for four people that was referred to open a RushCard
account. [redacted] also stated that she would like to be compensated $80.00 for
the four people that she referred.
On July 25, 2015, [redacted] referred two people that
applied for the RushCard to receive a $20.00 Ref a Friend credit. One of the
applications was denied and the referral code was not applied to the other
application. On August 18, 2015 and
August 27, 2015, [redacted] referred two more people; one who had not activated
their card and the referral code was not applied properly to the other
application. Both situations will delay credit for the referral. On September 28, 2015, a RushCard Customer Service Specialist contacted [redacted] to
discuss this information.
We appreciate [redacted]’ feedback. Our goal is to create
promotions that are easy to complete and deliver financial convenience
supported by reliable customer service.
Tyree T.
Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 26, 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. Rushcard/UniRush states via social media (and in response to this inquiry) they had an upgrade or update of their systems beginning 10/12/15. Since then, I have not been able to access my funds (correct account balance). My balance should be $316.14. Every time I have called RUSH after I noticed that I was unable to access my account balance upon account login on on 10/16/15, I have been unable to get a cohesive answer other than after waiting long holds, being hung up on. Here is just SOME of the answers I have received:"We are unable to access your account please call back or give me your # for us to call you back"."Can I have your name and account #, placed on hold again, rep comes back after 10 minutes saying our systems are down"."We have not received your deposit of $300.01". We don't see it.Had the RushCard Agent call [redacted] to verify the transaction was credited, was placed on another long hold. Transferred to dispute department, rep. hung up on me and never called me back."You must dispute the original charge and fax or mail back the dispute form within 10 days". I did fax the form on 10/26/15 (enclosed as an attachment) with receipt and back up."I will escalate your CREDIT not posted to our 'technical support dept""I cannot escalate your request for your money because there is no technical support dept"."I will send you over to our disputes"... transfer and on hold ... person answers and then hangs up."I cant transfer you to disputes because we are still in process of our update and have a system outage"."I will email you a dispute form in 3 hours". Had to call back because I never recd the form 16 + hours later. Asked for a supervisor regarding my account. Rep refused to transfer me to someone to help me stating "nobody can help you here; no one here can do anything so I cannot transfer you".Called back another day. Gave my reference # which is in the attached email. I was put on hold and rep came back on the line stating "unfortunately, I cannot see anything on that ticket #; you have to call back another day or two because we are waiting for our system update to be complete".I have spent OVER 9 hours on the phone with RushCard/Unirush since 10/16/15. Please see attached call log from Charter and Sprint) detailing all the 55 calls in attempt for resolve.ALL of these calls were in an attempt to find out why my credit from [redacted] for $300.01 credited to my card back to RushCard/Unirush on 10/10/15 has not been posted to my balance AND why they REFUSE to send me my money or post it on my account as normal.I have been a loyal customer for almost 4 years. It has been 20 days; still my current account balance through [redacted] ATM, online inquiry and TEXT inquiry all state that my balance is $1. Totally inaccurate. I am tired of given untruths and inaccurate statements about why my money, which was clearly refunded by the merchant (see attached receipt where I paid cash for the rental car when I returned it). Still my balance is inaccurate; I have been on an empty gas tank because of RushCard taking their time with MY MONEY! The last correspondence was an email RUSH sent to me today asking me to call their customer service #. I called and waited over 50 minutes on the phone and couldn't wait any longer for a rep to answer.
Regards,
[redacted]
Attachments: Balance inquiry from RUSH textOct RUSH StatementDispute form and FAX to RUSH with receipt of cash transaction[redacted] Screen photo showing CREDITEmail correspondence Call log
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 31, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 17, 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 his card was closed because of the dispute he
filed on March 04, 2016.
Per
the previous response, RushCard closing [redacted] RushCard account does not
prevent him from filing a dispute rebuttal. [redacted]
will need to fax the rebuttal letter with any additional documentation to the
disputes department at ###-###-####.
We appreciate [redacted] feedback.
RushCard Corporate
Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is not a resolution but an explanation of the problems. I have however, already spoken with a customer service rep that was able to resolve my issue. With that said, I will give Rushcard Unirush, LLC another chance since I have been a customer since 2007 and had never experienced anything like this from this company in the past. Hopefully it was an isolated issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I did not receive the dispute form at my email address. Spoke to another today at 12:45pm today, May 6, was told that rushcard would email me ANOTHER dispute form in 24 hrs.
December 17, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: November 4, 2015 To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, at this time, our system is up
and running and [redacted] does have access to her online account
information. After further research, we show that [redacted]’s online
account has been suspended. As of today the online account, has been
unsuspended and [redacted] has access to her online account. An outreach was made to [redacted] on December
17, 2015 to provide this information, a message was left for a return phone
call. 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
February 8, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Consumer: [redacted] Complaint number: Complaint date: 3/2/2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced...
above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint, that she contacted RushCard to have her address updated. [redacted] also states that her name was changed on her RushCard account without her permission. [redacted] would like to receive her replacement card. On February 21, 2018 [redacted] contacted RushCard customer service to advise of an unauthorized transaction. On February 23, 2018 [redacted] indicated she needed to update her address for the card replacement. [redacted] was then advised to send in the required documents which were copies of her Driver’s License, Social Security Card and Proof of Address. [redacted] has sent in the required documents, along with a copy of her marriage certificate. In the event that RushCard receives any documentation indicating of a name change, the name is changed on the account. On February 28, 2018 [redacted] name was changed on her RushCard account. In addition, [redacted] address was changed to [redacted] on February 8, 2018. A RushCard corporate resolutions specialist attempted to contact [redacted] on February 8, 2018 to advise of the following information. Regards, RushCard Corporate Customer Service
May 20, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth Street Suite 600 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 May 18, 2016. 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 a pending hold that was made on May 11, 2016 in the amount of $25.95. [redacted] also states that a merchant hold release letter was sent and she has not yet to receive her funds. On May 16, 2016, [redacted] was advise by a customer service representative that a merchant hold release letter will need to be submitted to release a pending hold in the amount of $25.95. On May 17, 2016, RushCard received a merchant hold release letter to release the hold back to [redacted] account. A corporate customer service specialist was able to validate the hold and release the funds back to the account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Tyree T. 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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 �...⇄ Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, On October 19, 2015, RushCard debited $344.14 from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $344.14 per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruption. On October 2, 2015, the referrer applied for a RushCard with using a referral code [redacted] at the time of the application. On October 29, 2015, [redacted] contacted RushCard customer service and advised that her account and the referee was never provided the $20.00 refer a friend credit to both of their accounts. The referred cardholder will be required to load a minimum of $40.00 to the new card before the $20/$20 will payout. We appreciate this feedback and sincerely apologize for the inconvenience this has caused. RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I do not have access to my payroll funds nor online access to my account. I have made another call to Rushcard with no resolution. The call center agent always states that they have to email the home office to get assistance of which I never hear of the result. A fee holiday is not acceptable. I have paid late rent and credit card fees to no avail. This standardized response is a huge service failure to me and to many other consumers. I am in need of reimbursement of all of my late fees as well as access to all of my money.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I still do not have access to my money. When I call they give me the same run around each time. Once I finally get ahold of a real person they tell me they cannot help me and they send me on to their tech people. After being on hold for an hour, they finally pick up to tell me that they are not able to help me either. They say they have to expedite my case to their case managers and that I will have access to my money in 24 hours. I've heard this twice a week for the last 2 weeks now.
Regards,
[redacted]
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer...
identities and resources. On complaint [redacted] states, he disputed a transaction with RushCard and did not receive provisional credit as promised on Terms and Conditions. On November 2nd,2016, [redacted] filed a disputes for ATM mis-dispense. [redacted] said he attempted to withdraw $300 from his account, but the ATM failed to dispense cash requested and his account showed the withdraw. [redacted] was advised if disputes take more than twenty business days provisional will be issued to his account. The twentieth business day will be on December 1st, 2016.
February 28, 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 # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard claimed to deposit $20 or $30 into your RushCard account after you deposit your tax refund. [redacted] states that the advertisement was removed when he called to inquire about it in January. [redacted] would like for RushCard to live up to what they promote. On February 28, 2017, a corporate customer service specialist contacted [redacted] to advise that the advertisement was expired and that RushCard no longer has this tax promotion. We do apologize for the inconvenience this has caused. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the prompt reply. If anyone needs to contact me personally, please reply to [redacted] as I am hearing impaired and cannot respond well to phone calls.
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. Yes they gave me the credit on the date stated but it was after the fact I had no lights and an eviction process was started. They didnt care that I was going through what I went through. It was there fault there system was down for over 3 weeks. They are very rude and sent generated messages that had nothing to do with my emails advising me to call customer service which there system was down so that didnt do anything. They didnt give me credit for the fees I incurred
Regards,
[redacted]