November
3, 2015VIA ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint
ID: [redacted] Consumer:
[redacted] To...
Whom
It May Concern:This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 29, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources. [redacted] complaint states that RushCard
blocked her account regarding multiple unauthorized transactions. [redacted]
also stated that she would like full access to her funds. On
October 27, 2015, [redacted] RushCard account ending in [redacted] was blocked as a
precautionary measure to prevent any unauthorized transactions being made on
her account. A Corporate Risk Analyst attempted to contact [redacted] and a SMS
message was sent to the mobile number on the account. RushCard required that
[redacted] would need to replace her RushCard.
On October 28, 2015, [redacted] contacted RushCard customer service and
advised of the block and unauthorized transactions that were made on her
account. [redacted] filed an unauthorized transaction dispute and a replacement
card was issued via expedited delivery to the address on the account with
waiving the $30.00 fee. On November 3, 2015, RushCard received the unauthorized
dispute form and a Provisional Credit will be issued to the account on November
11, 2015.We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that
goal. Regards, Tyree T.Corporate Customer Service
I received an email from Rush Card yesterday dated 04/18/2017, 1:49 p.m, stating my replacement card was mailed 2 day mail. I checked my balance and the $30.00 charge they charge had already been deducted from my account. I called yesterday requesting a money gram of $470.00 because the lady said the also charge $30 & that I would get a text once it was sent, this morning I still had not received a text, I called & they are still telling me the document I faxed as verification of address was not acceptable, every phone call is something different. I will not receive the card probably til Friday & who knows til what time. I HAVE NO MONEY, I had to pay my storage on the 10th with a 10 day grace period with a late fee at that point. I have NOT paid my rent also, I requested a money gram from them, that they offer & I was told it could not be granted because I had NOT submitted verification of my address. I NEED this money gram done TODAY, or I will also seek legal advise & proceed with legal action.
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
Consumer Name: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint referenced above. Unirush, LLC, which is the program manager for the RushCard prepaid debit card program,...
(“RushCard”) 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 disputed a charge from [redacted] for $477.51; however, her disputed was denied. She is requesting a refund. Our records indicate on May 26, 2017, [redacted] file dispute regarding a $477.51 charge from [redacted]. During the intake of dispute as well as in subsequent documents submitted by [redacted] acknowledged that she had provided her account information to [redacted] in the past to pay for her mother’s telephone bill. In another document submitted by [redacted], she includes a response from the merchant indicating that when she initially made a payment, she had agreed to enroll in autopay. Based on the above information and a review of documentation provided by [redacted] claim was denied because the transaction appeared to be authorized.
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Case: [redacted]
May 4, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer contact...
and
activity associated with financial cards.
We sincerely
apologize for the inconvenience [redacted] is experiencing when trying to contact
our call centers and we are currently having extremely high call volumes. On 5/4/2015 [redacted]
filed a dispute for an unauthorized ATM transaction for $203.00 at [redacted] that was made on her account. All RushCard disputes are handled
through our dedicated dispute team and are worked in the order that they are
received. I am showing that the dispute form as been sent to the email on the
account. [redacted] was advised of the provisional credit option and will need
to receive the form back from her within 10 business days to qualify for a provisional
credit. [redacted] will need to allow 45-90 days for the dispute team to investigate the
claim. Once the claim is final [redacted] will receive a letter in the mail
regarding the outcome of the dispute. We apologize for the inconvenience this
has caused.
We appreciate [redacted]
feedback. These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. On February 06, 2016 we sent you a letter informing that we have made a final determination regarding your claim stating that there was no error found and provisional credit...
was reversed on February 13, 2017. However your claim was inadvertently resolved in error. We have reviewed your account and please to inform you that an ERROR OCCURRED. As a result, credit in the amount of $ 752.78 was posted to your account on February 14, 2017 and any applicable fee(s) have been reversed. This is considered permanent and we have closed this dispute case. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 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 am in no way happy with the conclusion. This is the 2nd claim that has been denied meaning I have lost $2,000 because of fraud and no help from my rush card account. And you still have my money in the account and the card is deactivated so how can I get my money or the card reactivated?
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
August 16th, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number: [redacted] Complaint : July 28th, 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. On July 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $256.90. In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his account. On July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] address. To investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted]. We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter. Regards, RushCard Corporate Customer Service
November 18, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 10, 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. On November 6,
2015, [redacted] filed an unauthorized transaction dispute regarding multiple
charges that was made on her RushCard. RushCard received the signed unauthorized
transaction dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. On November 17, 2015, a provisional credit in the amount of
$727.04 was issued to [redacted] account. Once the claim is final, [redacted]
will receive a letter in the mail regarding the outcome of her dispute. We
appreciate [redacted] feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
question. We will provide notification on the resolution.
RushCard 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.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. The $30.00
expedited card fee has been waived and the card was delivered on October 16,
2015. Tracking number 1Z55X7802545249254 is available to view
on UPS website.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 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. [redacted] has an
available balance of $2.97 on her RushCard account. It is important to note
that while we had processing issues and at times customers were unable to use
their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 20, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 4, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our system is up and running and
[redacted] has access to her funds and account information. In addition, as
a Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.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:
They still will not let me have access to my money. And it's been a whole month now and charging me for a card I can't even use
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]
Revdex.com:
No I am referring to my rush settlement. I sent it by mail and did it online.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
August 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: August 15, 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 states that RushCard is holding $1470.00 of his social security funds. [redacted] also states he would like a replacement card and access to his funds. Our records indicate that on June 20, 2017 [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of date all documentation was not received. On August 16, 2017 [redacted] RushCard was permanently closed and the remaining funds on the account were returned to the Social Security Administration. On August 25, 20/17, a RushCard corporate specialist contacted [redacted] to advise him of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
January 5, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint stated that an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she would like to be refunded $71.96 back to her account. Pre previous response, On December 2, 2015, an unauthorized transaction in the amount of $71.96 from [redacted] was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. Dispute process takes forty-five to ninety days to investigate and respond to customer. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures. 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 find that this resolution is satisfactory to me. And my money has finally been found and returned to me. Thank you for your time and help.
Regards,
[redacted]
August 11, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: August 11, 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 RushCard is holding her funds. [redacted] also states that the documents requested this time around were not the same documents request last time her card was blocked. [redacted] would like her card unblocked. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. In addition, she was asked for a copy of her birth certificate because the one on file did not match the documents sent in. On July 22, 2016, [redacted] contacted RushCard asking why she had not received her card. The customer service agent advised [redacted] that her identification was not valid, and a clearer copy of the birth certificate was needed. On August 11, 2016, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid. Educated [redacted] on what was acceptable. She stated she would send a valid document in. One the required documents are received, we can resolve this issue for [redacted]. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
November
3, 2015VIA ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint
ID: [redacted] Consumer:
[redacted] To...
Whom
It May Concern:This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 29, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources. [redacted] complaint states that RushCard
blocked her account regarding multiple unauthorized transactions. [redacted]
also stated that she would like full access to her funds. On
October 27, 2015, [redacted] RushCard account ending in [redacted] was blocked as a
precautionary measure to prevent any unauthorized transactions being made on
her account. A Corporate Risk Analyst attempted to contact [redacted] and a SMS
message was sent to the mobile number on the account. RushCard required that
[redacted] would need to replace her RushCard.
On October 28, 2015, [redacted] contacted RushCard customer service and
advised of the block and unauthorized transactions that were made on her
account. [redacted] filed an unauthorized transaction dispute and a replacement
card was issued via expedited delivery to the address on the account with
waiving the $30.00 fee. On November 3, 2015, RushCard received the unauthorized
dispute form and a Provisional Credit will be issued to the account on November
11, 2015.We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that
goal. Regards, Tyree T.Corporate Customer Service
I received an email from Rush Card yesterday dated 04/18/2017, 1:49 p.m, stating my replacement card was mailed 2 day mail. I checked my balance and the $30.00 charge they charge had already been deducted from my account. I called yesterday requesting a money gram of $470.00 because the lady said the also charge $30 & that I would get a text once it was sent, this morning I still had not received a text, I called & they are still telling me the document I faxed as verification of address was not acceptable, every phone call is something different. I will not receive the card probably til Friday & who knows til what time. I HAVE NO MONEY, I had to pay my storage on the 10th with a 10 day grace period with a late fee at that point. I have NOT paid my rent also, I requested a money gram from them, that they offer & I was told it could not be granted because I had NOT submitted verification of my address. I NEED this money gram done TODAY, or I will also seek legal advise & proceed with legal action.
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
Consumer Name: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint referenced above. Unirush, LLC, which is the program manager for the RushCard prepaid debit card program,...
(“RushCard”) 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 disputed a charge from [redacted] for $477.51; however, her disputed was denied. She is requesting a refund. Our records indicate on May 26, 2017, [redacted] file dispute regarding a $477.51 charge from [redacted]. During the intake of dispute as well as in subsequent documents submitted by [redacted] acknowledged that she had provided her account information to [redacted] in the past to pay for her mother’s telephone bill. In another document submitted by [redacted], she includes a response from the merchant indicating that when she initially made a payment, she had agreed to enroll in autopay. Based on the above information and a review of documentation provided by [redacted] claim was denied because the transaction appeared to be authorized.
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Case: [redacted]
May 4, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer contact...
and
activity associated with financial cards.
We sincerely
apologize for the inconvenience [redacted] is experiencing when trying to contact
our call centers and we are currently having extremely high call volumes. On 5/4/2015 [redacted]
filed a dispute for an unauthorized ATM transaction for $203.00 at [redacted] that was made on her account. All RushCard disputes are handled
through our dedicated dispute team and are worked in the order that they are
received. I am showing that the dispute form as been sent to the email on the
account. [redacted] was advised of the provisional credit option and will need
to receive the form back from her within 10 business days to qualify for a provisional
credit. [redacted] will need to allow 45-90 days for the dispute team to investigate the
claim. Once the claim is final [redacted] will receive a letter in the mail
regarding the outcome of the dispute. We apologize for the inconvenience this
has caused.
We appreciate [redacted]
feedback. These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.
Regards,
[redacted]
Customer Service Specialist
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. On February 06, 2016 we sent you a letter informing that we have made a final determination regarding your claim stating that there was no error found and provisional credit...
was reversed on February 13, 2017. However your claim was inadvertently resolved in error. We have reviewed your account and please to inform you that an ERROR OCCURRED. As a result, credit in the amount of $ 752.78 was posted to your account on February 14, 2017 and any applicable fee(s) have been reversed. This is considered permanent and we have closed this dispute case. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 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 am in no way happy with the conclusion. This is the 2nd claim that has been denied meaning I have lost $2,000 because of fraud and no help from my rush card account. And you still have my money in the account and the card is deactivated so how can I get my money or the card reactivated?
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
August 16th, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number: [redacted] Complaint : July 28th, 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. On July 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $256.90. In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his account. On July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] address. To investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted]. We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter. Regards, RushCard Corporate Customer Service
November 18, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 10, 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. On November 6,
2015, [redacted] filed an unauthorized transaction dispute regarding multiple
charges that was made on her RushCard. RushCard received the signed unauthorized
transaction dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. On November 17, 2015, a provisional credit in the amount of
$727.04 was issued to [redacted] account. Once the claim is final, [redacted]
will receive a letter in the mail regarding the outcome of her dispute. We
appreciate [redacted] feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
question. We will provide notification on the resolution.
RushCard 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.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. The $30.00
expedited card fee has been waived and the card was delivered on October 16,
2015. Tracking number 1Z55X7802545249254 is available to view
on UPS website.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 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. [redacted] has an
available balance of $2.97 on her RushCard account. It is important to note
that while we had processing issues and at times customers were unable to use
their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 20, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 4, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our system is up and running and
[redacted] has access to her funds and account information. In addition, as
a Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.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:
They still will not let me have access to my money. And it's been a whole month now and charging me for a card I can't even use
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]
Revdex.com:
No I am referring to my rush settlement. I sent it by mail and did it online.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
August 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: August 15, 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 states that RushCard is holding $1470.00 of his social security funds. [redacted] also states he would like a replacement card and access to his funds. Our records indicate that on June 20, 2017 [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of date all documentation was not received. On August 16, 2017 [redacted] RushCard was permanently closed and the remaining funds on the account were returned to the Social Security Administration. On August 25, 20/17, a RushCard corporate specialist contacted [redacted] to advise him of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
January 5, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint stated that an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she would like to be refunded $71.96 back to her account. Pre previous response, On December 2, 2015, an unauthorized transaction in the amount of $71.96 from [redacted] was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. Dispute process takes forty-five to ninety days to investigate and respond to customer. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures. 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 find that this resolution is satisfactory to me. And my money has finally been found and returned to me. Thank you for your time and help.
Regards,
[redacted]
August 11, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: August 11, 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 RushCard is holding her funds. [redacted] also states that the documents requested this time around were not the same documents request last time her card was blocked. [redacted] would like her card unblocked. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. In addition, she was asked for a copy of her birth certificate because the one on file did not match the documents sent in. On July 22, 2016, [redacted] contacted RushCard asking why she had not received her card. The customer service agent advised [redacted] that her identification was not valid, and a clearer copy of the birth certificate was needed. On August 11, 2016, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid. Educated [redacted] on what was acceptable. She stated she would send a valid document in. One the required documents are received, we can resolve this issue for [redacted]. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service