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 am writing in regards to the response email I received from you earlier today. The following message was Rushcard's response: November 3, 2015VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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. [redacted]’s complaint contends that she was unable to get in contact with RushCard customer service. [redacted] also would like to be refunded for a $245.80 transaction that was made on her RushCard account. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. 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. On October 10, 2015, a transaction for $245.80 from [redacted] was processed on [redacted] RushCard account. On October 12, 2015, the transaction settled on the account. [redacted] will need to contact the merchant to receive a refund. If [redacted] is unable to resolve the issue with the merchant, she can file a dispute regarding the transaction.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 I did as the email stated and I called [redacted] and spoke with the Manager, Stephanie. She advised me that SHE personally refunded my Rushcard on 10/10/15 in the amount of $245.80 and she double-checked and the refund was ACCEPTED by Rushcard. Rushcard NEVER added the money back into my account. The problem is with Rushcard, NOT [redacted]. I have continued to call Rushcard, and email Rushcard EVERY DAY, MULTIPLE TIMES A DAY, since October 11, 2015. I cannot reach a person....PERIOD. I think I have been MORE than patient with Rushcard and am hoping that You, Revdex.com, can get through to them to get this corrected! I appreciate all that you are doing and look forward to hearing from you soon! Thank You!! [redacted]Complaint# [redacted] Submitted on 10/29/2015
January 11, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 10, 2016 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 she has not received the $30.00 for the Refer a Friend program. [redacted] also states that she would like the money that is owed from the refer a friend promotion. On January 10, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] regarding the Refer a friend program. [redacted] has been advised that the Refer a Friend Program can take up to 30 days to payout if eligible. In addition, on January 11, 2016 we have sent this information via email to [redacted]. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted], on four different transactions, posted between October 2nd, 2016 to January 1st, 2017. He claimed he has [redacted] and did not make the charges. On January 16, [redacted] claim was denied due to no error found. The disputed transactions were made on three different cards. [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes Manager. He claimed he never received the cards in the mail. Regards,
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 your response. Yes a Representative did contact me yesterday November 19, 2015 and left a message I'm...
attempting to return her call today November 20 2015. I haven't yet to speak with her and or anyone its still early on the day however so hopefully I here from some one soon and this matter can be taking care of today Thank you
Regards,
[redacted]
Revdex.com:I'll just accept their "apologies." The fight with RushCard doesn't seem worth fighting for any longer. As soon as my funds have been deceased from my account, I will be closing the account. Thank you, Revdex.com.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted] Kathy, Thank you for taking the time to return my call. I realize your company is doing some upgrade or new training. I really hope it is to close your call centers in the Philippine’s. You are an American based company and a customer never can speak with an English Speaking representative. I called this morning and you have NO to even speak with a customer service representative. I have a $1,000 deposit that is just pending and it will take hours for someone to respond to my inquiry. This is unacceptable business. Who is your CEO and your leadership team. I will begin my claims process again. I am off from work for four Days, I would love to come to your office and give this incompetent company a piece of mind. You need to provide me with your legal address as I am calling my attorney with [redacted] and demanding my money. Your organization just paid a 13 million dollar fine for holding people’s money. Obviously your company did not learn their lesson. Your hundred compensation will no longer be available for settlement. Your organization caused harm with me last time on vacation and you are doing it again. See you and your Executives in Court. I am not dealing with the stress that your company causes. I am going back to my credit Union since your company does not and never has understood what customer service. [redacted] ###-###-#### Revdex.com/[redacted] and the [redacted] City Hall, This organization is up to its tricks again. My account if frozen and no one in America can respond. You would think they would learn their after a 13 million. I guess not.
March 31, 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 March 28,
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]’s
complaint contends that RushCard received her SSA direct deposit on March 28,
2016, and that when she contact RushCard customer service she was advised that
the earliest the deposit would post would be March 30, 2016. [redacted] is
requesting that her funds be post to her RushCard account now.
[redacted] had two direct deposits, one
posted on March 28, 2016, and the other one posted on March 29, 2016. Both of
the direct deposits effective date was April 1, 2016. Per RushCard Card Holder
Agreement the direct deposit maybe up to two days early based upon source of
the direct deposit and the timing of the payer funding.
We appreciate [redacted] feedback.
Sincerely,
RushCard
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] No this company has not done anything or got in contact with me about this matter at all. The last answer they send it the same as the October 26th letter. I haven't been contacted by the business regarding my issues and I need information about what it going on with my account.
October
15, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on October 8, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted]
[redacted] complaint contends that he filed a dispute for unauthorized charges
that were made on his RushCard account. [redacted]
[redacted] also stated that he would like to be provided a provisional credit
while the investigation is being conducted.
On July
20, 2015, [redacted] filed an error allegation dispute regarding multiple charges
that were made on his RushCard account. On August 10, 2015, the RushCard dispute team
received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate and a provisional
credit is only guaranteed to be issued if the cardholder qualifies. RushCard
does not send denial letters for provisional credits. On October 6, 2015, the
error allegation dispute was found in [redacted]’ favor and a final credit of
$995.75 was issued to his account. A final letter has been sent to the address on
the account notifying [redacted] of the resolution. The error allegation
dispute has been closed, and as such we consider this matter resolved.
We appreciate [redacted]’ feedback.
Tyree T.
Corporate Customer Service
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 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. Per previous
response, [redacted] received two direct deposits in the amount of $100.00 on
October 15, 2015 and the other on October 17, 2015. [redacted] was only due one
direct deposit, therefore once the second direct deposit posted, the credit that
was provided to [redacted] on October 15, 2015 was debited from the account.
[redacted] is not owed the second direct deposit. 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
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 August 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 she filed a card to card transfer dispute in the
amount of $400.00. [redacted] also stated that her dispute was
denied and requested the funds be reversed back to her RushCard account.
On August
28, 2015, [redacted] initiated a card to card transfer in the amount of $400.00. [redacted] account also shows previous
transaction history of this card to card transfer. On September 3, 2015, the Card to Card
Transfer Dispute was denied through our investigation it was determined that no
error occurred. A RushCard Corporate Customer
Service Specialist attempted to contact [redacted] to advise the next steps she
can take if she disagrees with the outcome of the dispute. A letter has been sent to the address
on the account notifying [redacted] of the resolution.
We appreciate [redacted] feedback and
sincerely apologize for
the inconvenience this has caused.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 21, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: Revdex.com [redacted] Complaint date: March 10, 2017 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 she is unable to get a hold of Rush Card and that she is attempting to make a payment with her card to her insurance with [redacted] as her provider and is afraid of not being covered. On March 10th we received an email response form [redacted] and responded on how to use our IVR phone system. The IVR phone system allows for a customer to see balances and transactions as well as when a customer listens to the end of the prompt it provides access to a customer service professional. Upon review in our statements on March 11th [redacted] pulled out two amounts, the first of 120.74 and 50.00 as the second amount. On March 21st upon receiving the complaint we contacted out to the customer and assisted on how to use the IVR as well as Erie had pulled out funds. They requested a statement showing proof and asked for it to be mailed. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
May 16, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: May 12, 2016 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that funds were withdrawn from the ATM for the amount of $305.50, and that $615.00 was drafted from her RushCard account. [redacted] also states that she needs her funds put back into her RushCard account. On May 13, 2016 [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $615.00. [redacted] was informed that the transaction was not able to be canceled and still in pending status. A dispute could be filed once or if the transactions settled. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of May 16, 2016 there are no longer pending charges of $615.00 on [redacted] RushCard account. A corporate customer service specialist contacted [redacted] to advise her of this information. 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 check I deposited in account October 2nd still not in my account and my previous balance from before October 21st not reflecting in my account now and I also suppose to get a credit of $10 for depositing a check in my account .no one from customer service reached out to me at all and I've made multiple attempts to reach of [redacted] , [redacted] , and [redacted] no response still . This is just poor service I've been a customer since 2007 and I will no longer use rushcard services any longer .
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.
After speaking with corporate about this matter, I still do not have access to my money. I called again on 2/20/18 and the representative stated that the card was delivered to the old address. How Is This Possible after I Verified the New Address With Corporate As Well? The Representative Again Stated That They Need To WaitOn Corporate To Update The Address. I Told Then That Corporate Supposedly Did Update The Added And They Were Very Nonchalant And Did Not Care That I've Been Going In Circles For A While And That I can't Take Care Of My Family Or Pay My Bills. Our Electricity Will Get Cut Off And They Do Not Care. I Believe That This Is A Scam. I Am Still Without 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. Regards,
[redacted] I am writing in regards to the response email I received from you earlier today. The following message was Rushcard's response: November 3, 2015VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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. [redacted]’s complaint contends that she was unable to get in contact with RushCard customer service. [redacted] also would like to be refunded for a $245.80 transaction that was made on her RushCard account. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. 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. On October 10, 2015, a transaction for $245.80 from [redacted] was processed on [redacted] RushCard account. On October 12, 2015, the transaction settled on the account. [redacted] will need to contact the merchant to receive a refund. If [redacted] is unable to resolve the issue with the merchant, she can file a dispute regarding the transaction.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 I did as the email stated and I called [redacted] and spoke with the Manager, Stephanie. She advised me that SHE personally refunded my Rushcard on 10/10/15 in the amount of $245.80 and she double-checked and the refund was ACCEPTED by Rushcard. Rushcard NEVER added the money back into my account. The problem is with Rushcard, NOT [redacted]. I have continued to call Rushcard, and email Rushcard EVERY DAY, MULTIPLE TIMES A DAY, since October 11, 2015. I cannot reach a person....PERIOD. I think I have been MORE than patient with Rushcard and am hoping that You, Revdex.com, can get through to them to get this corrected! I appreciate all that you are doing and look forward to hearing from you soon! Thank You!! [redacted]Complaint# [redacted] Submitted on 10/29/2015
January 11, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 10, 2016 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 she has not received the $30.00 for the Refer a Friend program. [redacted] also states that she would like the money that is owed from the refer a friend promotion. On January 10, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] regarding the Refer a friend program. [redacted] has been advised that the Refer a Friend Program can take up to 30 days to payout if eligible. In addition, on January 11, 2016 we have sent this information via email to [redacted]. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted], on four different transactions, posted between October 2nd, 2016 to January 1st, 2017. He claimed he has [redacted] and did not make the charges. On January 16, [redacted] claim was denied due to no error found. The disputed transactions were made on three different cards. [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes Manager. He claimed he never received the cards in the mail. Regards,
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 your response. Yes a Representative did contact me yesterday November 19, 2015 and left a message I'm...
attempting to return her call today November 20 2015. I haven't yet to speak with her and or anyone its still early on the day however so hopefully I here from some one soon and this matter can be taking care of today Thank you
Regards,
[redacted]
Revdex.com:I'll just accept their "apologies." The fight with RushCard doesn't seem worth fighting for any longer. As soon as my funds have been deceased from my account, I will be closing the account. Thank you, Revdex.com.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted] Kathy, Thank you for taking the time to return my call. I realize your company is doing some upgrade or new training. I really hope it is to close your call centers in the Philippine’s. You are an American based company and a customer never can speak with an English Speaking representative. I called this morning and you have NO to even speak with a customer service representative. I have a $1,000 deposit that is just pending and it will take hours for someone to respond to my inquiry. This is unacceptable business. Who is your CEO and your leadership team. I will begin my claims process again. I am off from work for four Days, I would love to come to your office and give this incompetent company a piece of mind. You need to provide me with your legal address as I am calling my attorney with [redacted] and demanding my money. Your organization just paid a 13 million dollar fine for holding people’s money. Obviously your company did not learn their lesson. Your hundred compensation will no longer be available for settlement. Your organization caused harm with me last time on vacation and you are doing it again. See you and your Executives in Court. I am not dealing with the stress that your company causes. I am going back to my credit Union since your company does not and never has understood what customer service. [redacted] ###-###-#### Revdex.com/[redacted] and the [redacted] City Hall, This organization is up to its tricks again. My account if frozen and no one in America can respond. You would think they would learn their after a 13 million. I guess not.
March 31, 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 March 28,
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]’s
complaint contends that RushCard received her SSA direct deposit on March 28,
2016, and that when she contact RushCard customer service she was advised that
the earliest the deposit would post would be March 30, 2016. [redacted] is
requesting that her funds be post to her RushCard account now.
[redacted] had two direct deposits, one
posted on March 28, 2016, and the other one posted on March 29, 2016. Both of
the direct deposits effective date was April 1, 2016. Per RushCard Card Holder
Agreement the direct deposit maybe up to two days early based upon source of
the direct deposit and the timing of the payer funding.
We appreciate [redacted] feedback.
Sincerely,
RushCard
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] No this company has not done anything or got in contact with me about this matter at all. The last answer they send it the same as the October 26th letter. I haven't been contacted by the business regarding my issues and I need information about what it going on with my account.
I want my account unblocked and access to my funds. Thank you.
October
15, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on October 8, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted]
[redacted] complaint contends that he filed a dispute for unauthorized charges
that were made on his RushCard account. [redacted]
[redacted] also stated that he would like to be provided a provisional credit
while the investigation is being conducted.
On July
20, 2015, [redacted] filed an error allegation dispute regarding multiple charges
that were made on his RushCard account. On August 10, 2015, the RushCard dispute team
received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate and a provisional
credit is only guaranteed to be issued if the cardholder qualifies. RushCard
does not send denial letters for provisional credits. On October 6, 2015, the
error allegation dispute was found in [redacted]’ favor and a final credit of
$995.75 was issued to his account. A final letter has been sent to the address on
the account notifying [redacted] of the resolution. The error allegation
dispute has been closed, and as such we consider this matter resolved.
We appreciate [redacted]’ feedback.
Tyree T.
Corporate Customer Service
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 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. Per previous
response, [redacted] received two direct deposits in the amount of $100.00 on
October 15, 2015 and the other on October 17, 2015. [redacted] was only due one
direct deposit, therefore once the second direct deposit posted, the credit that
was provided to [redacted] on October 15, 2015 was debited from the account.
[redacted] is not owed the second direct deposit. 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
September
15, 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 August 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 she filed a card to card transfer dispute in the
amount of $400.00. [redacted] also stated that her dispute was
denied and requested the funds be reversed back to her RushCard account.
On August
28, 2015, [redacted] initiated a card to card transfer in the amount of $400.00. [redacted] account also shows previous
transaction history of this card to card transfer. On September 3, 2015, the Card to Card
Transfer Dispute was denied through our investigation it was determined that no
error occurred. A RushCard Corporate Customer
Service Specialist attempted to contact [redacted] to advise the next steps she
can take if she disagrees with the outcome of the dispute. A letter has been sent to the address
on the account notifying [redacted] of the resolution.
We appreciate [redacted] feedback and
sincerely apologize for
the inconvenience this has caused.
Satoyra H.
Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 21, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: Revdex.com [redacted] Complaint date: March 10, 2017 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 she is unable to get a hold of Rush Card and that she is attempting to make a payment with her card to her insurance with [redacted] as her provider and is afraid of not being covered. On March 10th we received an email response form [redacted] and responded on how to use our IVR phone system. The IVR phone system allows for a customer to see balances and transactions as well as when a customer listens to the end of the prompt it provides access to a customer service professional. Upon review in our statements on March 11th [redacted] pulled out two amounts, the first of 120.74 and 50.00 as the second amount. On March 21st upon receiving the complaint we contacted out to the customer and assisted on how to use the IVR as well as Erie had pulled out funds. They requested a statement showing proof and asked for it to be mailed. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
May 16, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: May 12, 2016 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that funds were withdrawn from the ATM for the amount of $305.50, and that $615.00 was drafted from her RushCard account. [redacted] also states that she needs her funds put back into her RushCard account. On May 13, 2016 [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $615.00. [redacted] was informed that the transaction was not able to be canceled and still in pending status. A dispute could be filed once or if the transactions settled. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of May 16, 2016 there are no longer pending charges of $615.00 on [redacted] RushCard account. A corporate customer service specialist contacted [redacted] to advise her of this information. 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 check I deposited in account October 2nd still not in my account and my previous balance from before October 21st not reflecting in my account now and I also suppose to get a credit of $10 for depositing a check in my account .no one from customer service reached out to me at all and I've made multiple attempts to reach of [redacted] , [redacted] , and [redacted] no response still . This is just poor service I've been a customer since 2007 and I will no longer use rushcard services any longer .
Regards,
[redacted]
[redacted] has been provided document to her address on file regarding her disputed claim.
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.
After speaking with corporate about this matter, I still do not have access to my money. I called again on 2/20/18 and the representative stated that the card was delivered to the old address. How Is This Possible after I Verified the New Address With Corporate As Well? The Representative Again Stated That They Need To WaitOn Corporate To Update The Address. I Told Then That Corporate Supposedly Did Update The Added And They Were Very Nonchalant And Did Not Care That I've Been Going In Circles For A While And That I can't Take Care Of My Family Or Pay My Bills. Our Electricity Will Get Cut Off And They Do Not Care. I Believe That This Is A Scam. I Am Still Without My Money.
Regards,
[redacted]