Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.I have read the response the Rush card posted in regards to the complaint, but Rush card has not kept up to the card holder’s agreement. My funds have returned back to my card and was granted access to them on October 19, 2015, however the response posted by Rush card had nothing to do with my complaint at all. Rush card posted an email in regards to their updates. When I talked with the last representative from Rush card, She informed me that the updates Rush card was performing will not have anything to do with issue. Rush card emailed me on October 8, 2015 of the upcoming updates which will be between 3am-8am. On October 12, 2015, Rush card sent me an email stating the update was completed and I could resume as normal. The issue with the gas station holding my funds was prior to Rush card’s scheduled updates. Furthermore Rush card has yet to contact me in regards to the lack of insensitive, uncompassionate, unprofessional and disrespectful behavior of their representatives. Rush card did not perform in a way of a financial institution should or uphold to their card holder’s agreement. Rush card has not reached out to me nor has Rush card apologized for all the inconvience and grief they have caused. Rush card actions reflects the attitude of, “ I have your money and let you get to it when I feel like it.”
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.
Again yes rushcard did refund $111.20 after 4 weeks of trying to recieve my funds. Rushcard has not given me back the money that was on the account prior to 10/12/15 nor has rushcard provided any funds for the reactivation of my [redacted] which was disconnected due to my funds missing from my account. I was charged $120 more to reconnect my service and a $50 reconnect fee which is issued on this bill. Rushcard should be compensating me for the amount of time I went without and the reconnect fee I am facing. I will not be satisfied until ALL my money has be returned and some compensation is given.
Regards,
[redacted]
August 28, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she ordered a replacement card and has not received it. [redacted] would like this issue resolved and requests to hav[redacted] to access her funds. [redacted] also states she needs her funds on her RushCard account. Our records indicate that RushCard processed a replacement card for [redacted] on August 1, 2017. On August 14, 2017 [redacted] contacted RushCard customer service to indicate her card was not received. Another card was processed for [redacted] on August 14, 2017 as of date, the card has been received and in use. [redacted] has full access to the funds on her RushCard account. We processed an express cash for the remaining funds on the account on August 15, 2017 and advised [redacted] that she could pick up the funds. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, 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.
The second response was simply a copy and pasted version of the company's initial response. Status of the investigation has yet to be communicated to me. Funds have not been returned to my account as demanded and due.Late fees are continuing to accrue as a result.Timely and effective resolutions to this matter has not been extended by RushCard. The company is disrespectful in communication and operation. For a financial institution it lack integrity and compliance.
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 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 4, 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. 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
In [redacted] complaints, she states she disputed three unauthorized charges with three merchants. She said she received a refund from three merchants, but not the [redacted] Charge for $447.47. She is asking for the funds to be put back into her account. On November 4th, 2016, [redacted] contacted RushCard to file disputes on three transactions that posted in August and October. The first claim consists of two for $43.55 and $447.47. [redacted] claimed the transactions are fraud. On December 6th2016, her claim was denied because merchant provided documents linking the to the transactions. Lastly, for the transaction for $762.11, Merchant issued credit for the same amount on November 15, 2016. We appreciate [redacted] feedback, if she has any questions she can call our customer service number which is located on the back of her Rushcard. Regards,
I have sent in the forms they asked me for proof of address I sent in a piece of mail from [redacted] with my address I sent in my insurance card with my address on it still no resolution? These are items that they told me were eligible so how come when they're sent it suddenly the forms are not correct?
December 18, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she filed a dispute on October 30, 2017 and the replacement card was sent to an old address. [redacted] also states she was told to send in documents to have her address changed. [redacted] would like her replacement card and to have access to her funds. Per previous response our records indicate that on October 30, 2017 [redacted] filed a dispute for an unauthorized transaction. A replacement card was processed for [redacted] on October 30, 2017 to the address on file. On November 9, 2017 [redacted] contacted RushCard customer service to inquire on the replacement card that was processed. [redacted] was then advised that the replacement card was sent to the address on file. [redacted] advised RushCard that the address on file was incorrect. The agent advised her that documents were needed before the address could be updated. Due to the security of the account, [redacted] was asked to send in a copy of her Identification card, social security card and proof of address. On December 8, 2017 all documentation has been received and a replacement card has been issued. As of December 18, 2017, [redacted] RushCard has been received. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 20, 2017 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 she was double charged for a transaction by [redacted] for $102.00. [redacted] also states that the RushCard representative since the merchant will not send us a MHR letter they will have to wait the 10 business days for the transaction to fall off. [redacted] would like their funds to be released back into their account. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted RushCard customer service on October 13, 2017 and spoke to an agent about being charged twice for $102.00 from [redacted] and wants the funds to be released back to her account. [redacted] asked the agent to call the merchant, the agent advised that as a customer service representative they are not allowed to call. On October 18, 2017 RushCard records show [redacted] contacted RushCard customer service again and stated she wanted to speak with a supervisor. The supervisor advised [redacted] we needed a Merchant Hold Release letter and that if one could not be provided the transaction would automatically release in 10 days. [redacted] then asked the supervisor to contact the merchant. The customer then disconnected the call because the wait to speak to someone was too long. On October 20, 2017 RushCard contacted the merchant and hold was released. On October 25, 2017, a corporate resolution specialist attempted to contacted [redacted] to advise her of this and a detailed message was left for a call back. We appreciate [redacted] feedback. 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.
Regards,
[redacted] Even though there are plenty of compliants, I'm staying with rush card.
November 16, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 7, 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 [redacted] has access to her funds and
account information. 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]
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”)
received from [redacted] on May 18, 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]’s complaint contends that RushCard
has not been in contact with her regarding the status of her error allegation dispute
filed on March 9, 2015 for $197.92. [redacted]
is requesting to have her disputed funds refunded back onto her account.
On March 9, 2015 [redacted] filed an error allegation
dispute regarding a $197.92 charge on her account. All RushCard disputes
are handled through our dedicated dispute team and are worked in accordance
with Regulation E guidelines. On March 10, 2015 a credit of $130.78 was issued
to [redacted]’s account from the merchant. [redacted]’s error allegation
dispute was decided in her favor and a final credit of $67.41 was issued to her
account on May 26, 2015. A RushCard
Corporate Customer Service Specialist contacted [redacted] to advise her of the
resolution of the investigation. A 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
and sincerely apologize
for the inconvenience this has caused.
February 16, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on February 6, 2017. 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 made an online purchase from homedepot.com and later returned it to her local store a month later, and RushCard blocked her account. [redacted] would like for the block to be removed to have full access to her funds. On January 12, 2017, [redacted] RushCard account ending in 9339 was blocked for credit without and offsetting debit and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On January 19, 2017, [redacted] began to submit documentation. On February 16, 2017, a risk representative reviewed the documents and were accepted as valid and unblocked the account. A RushCard corporate customer service specialist contacted [redacted] on February 16, 2017 to advise of this information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, Corporate Customer Service
October 4, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: September 29, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard blocked her card because she was not able to understand the agent that processed the verification questions. [redacted] stated when she asked for a Supervisor to explain what happen, she was told no. On October 3, 2017 we listen to the call and determine that the language was a barrier. On October 3, 2017, a RushCard corporate resolution specialist attempted to contact [redacted] to offer her options to get her RushCard expedited or the remaining funds on the account sent provide access to her funds immediately because of the difficulty in understanding the agent. A detailed message was left for a callback. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
RE: Complaint ID [redacted]
April
28, 2015
We
received [redacted] complaint and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards.
We apologize for the frustration
[redacted] experienced regarding our RushCard customer service. After
further research, I have pulled call logs by using the phone number on the
complaint and the account and found that there were no records of [redacted]
attempting to contact our customer service call centers. We’re
in the process of updating our banking information to further improve our
Direct Deposit feature. We've sent notices to many of our cardholder employers
requesting they use the most up to date routing and account information. Some
employers and originators of deposits may reach out to verify the account
information.
This change will not affect
[redacted] from receiving his direct deposits. I have also,
pulled email logs of [redacted] contacting our agents regarding the direct
deposit change. Unfortunately, our agents are currently unable to respond in
reference to the routing number change and advised him to contact our customer
service for additional assistance.
I am showing that we have not received
[redacted] direct deposit as of yet. We sincerely apologize for the
miscommunication and the inconvenience this has caused.
We appreciate [redacted]
feedback. These types of issues go directly against our mission of access and
inclusion for everyone.
January 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per RushCard Cardholder Agreement the disputes process can take up to 45 to 90 days to investigate and research the claim. [redacted] must make a good faith attempt to resolve with the merchant. If [redacted] is unable to resolve with the merchant please provide documentation to support the claim for other recovery options or send back the signed error allegation dispute form. We have not received the signed error allegation dispute form or documentation to support [redacted] claim. On December 18, 2015, a letter was sent to [redacted] explaining this information. We appreciate [redacted] feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. RushCard Corporate Customer Service
December 18, 2017 VIA ONLINE SUBMISSION:1 E. 4th Ste. 600.00Cincinnati, Ohio 45202Revdex.com® Re: Complaint ID: [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she mistakenly made a rent payment via Bill payment. [redacted] states she contacted RushCard to cancel the payment. [redacted] would like her money back on her card to make her rent payment. Our records indicate that the Bill payment for $600.00 was processed on 12/8/2017. RushCard records further indicate that on 12/13/17 the bill payment was requested to be stopped. On December 18, 2017 the funds of $600.00 were credited back to [redacted] account. On December September 18, 2017 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.I have read the response the Rush card posted in regards to the complaint, but Rush card has not kept up to the card holder’s agreement. My funds have returned back to my card and was granted access to them on October 19, 2015, however the response posted by Rush card had nothing to do with my complaint at all. Rush card posted an email in regards to their updates. When I talked with the last representative from Rush card, She informed me that the updates Rush card was performing will not have anything to do with issue. Rush card emailed me on October 8, 2015 of the upcoming updates which will be between 3am-8am. On October 12, 2015, Rush card sent me an email stating the update was completed and I could resume as normal. The issue with the gas station holding my funds was prior to Rush card’s scheduled updates. Furthermore Rush card has yet to contact me in regards to the lack of insensitive, uncompassionate, unprofessional and disrespectful behavior of their representatives. Rush card did not perform in a way of a financial institution should or uphold to their card holder’s agreement. Rush card has not reached out to me nor has Rush card apologized for all the inconvience and grief they have caused. Rush card actions reflects the attitude of, “ I have your money and let you get to it when I feel like it.”
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.
Again yes rushcard did refund $111.20 after 4 weeks of trying to recieve my funds. Rushcard has not given me back the money that was on the account prior to 10/12/15 nor has rushcard provided any funds for the reactivation of my [redacted] which was disconnected due to my funds missing from my account. I was charged $120 more to reconnect my service and a $50 reconnect fee which is issued on this bill. Rushcard should be compensating me for the amount of time I went without and the reconnect fee I am facing. I will not be satisfied until ALL my money has be returned and some compensation is given.
Regards,
[redacted]
August 28, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she ordered a replacement card and has not received it. [redacted] would like this issue resolved and requests to hav[redacted] to access her funds. [redacted] also states she needs her funds on her RushCard account. Our records indicate that RushCard processed a replacement card for [redacted] on August 1, 2017. On August 14, 2017 [redacted] contacted RushCard customer service to indicate her card was not received. Another card was processed for [redacted] on August 14, 2017 as of date, the card has been received and in use. [redacted] has full access to the funds on her RushCard account. We processed an express cash for the remaining funds on the account on August 15, 2017 and advised [redacted] that she could pick up the funds. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, 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.
The second response was simply a copy and pasted version of the company's initial response. Status of the investigation has yet to be communicated to me. Funds have not been returned to my account as demanded and due.Late fees are continuing to accrue as a result.Timely and effective resolutions to this matter has not been extended by RushCard. The company is disrespectful in communication and operation. For a financial institution it lack integrity and compliance.
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 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 4, 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. 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
In [redacted] complaints, she states she disputed three unauthorized charges with three merchants. She said she received a refund from three merchants, but not the [redacted] Charge for $447.47. She is asking for the funds to be put back into her account. On November 4th, 2016, [redacted] contacted RushCard to file disputes on three transactions that posted in August and October. The first claim consists of two for $43.55 and $447.47. [redacted] claimed the transactions are fraud. On December 6th2016, her claim was denied because merchant provided documents linking the to the transactions. Lastly, for the transaction for $762.11, Merchant issued credit for the same amount on November 15, 2016. We appreciate [redacted] feedback, if she has any questions she can call our customer service number which is located on the back of her Rushcard. Regards,
I have sent in the forms they asked me for proof of address I sent in a piece of mail from [redacted] with my address I sent in my insurance card with my address on it still no resolution? These are items that they told me were eligible so how come when they're sent it suddenly the forms are not correct?
December 18, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she filed a dispute on October 30, 2017 and the replacement card was sent to an old address. [redacted] also states she was told to send in documents to have her address changed. [redacted] would like her replacement card and to have access to her funds. Per previous response our records indicate that on October 30, 2017 [redacted] filed a dispute for an unauthorized transaction. A replacement card was processed for [redacted] on October 30, 2017 to the address on file. On November 9, 2017 [redacted] contacted RushCard customer service to inquire on the replacement card that was processed. [redacted] was then advised that the replacement card was sent to the address on file. [redacted] advised RushCard that the address on file was incorrect. The agent advised her that documents were needed before the address could be updated. Due to the security of the account, [redacted] was asked to send in a copy of her Identification card, social security card and proof of address. On December 8, 2017 all documentation has been received and a replacement card has been issued. As of December 18, 2017, [redacted] RushCard has been received. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 20, 2017 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 she was double charged for a transaction by [redacted] for $102.00. [redacted] also states that the RushCard representative since the merchant will not send us a MHR letter they will have to wait the 10 business days for the transaction to fall off. [redacted] would like their funds to be released back into their account. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted RushCard customer service on October 13, 2017 and spoke to an agent about being charged twice for $102.00 from [redacted] and wants the funds to be released back to her account. [redacted] asked the agent to call the merchant, the agent advised that as a customer service representative they are not allowed to call. On October 18, 2017 RushCard records show [redacted] contacted RushCard customer service again and stated she wanted to speak with a supervisor. The supervisor advised [redacted] we needed a Merchant Hold Release letter and that if one could not be provided the transaction would automatically release in 10 days. [redacted] then asked the supervisor to contact the merchant. The customer then disconnected the call because the wait to speak to someone was too long. On October 20, 2017 RushCard contacted the merchant and hold was released. On October 25, 2017, a corporate resolution specialist attempted to contacted [redacted] to advise her of this and a detailed message was left for a call back. We appreciate [redacted] feedback. 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.
Regards,
[redacted] Even though there are plenty of compliants, I'm staying with rush card.
November 16, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 7, 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 [redacted] has access to her funds and
account information. 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]
May 26, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”)
received from [redacted] on May 18, 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]’s complaint contends that RushCard
has not been in contact with her regarding the status of her error allegation dispute
filed on March 9, 2015 for $197.92. [redacted]
is requesting to have her disputed funds refunded back onto her account.
On March 9, 2015 [redacted] filed an error allegation
dispute regarding a $197.92 charge on her account. All RushCard disputes
are handled through our dedicated dispute team and are worked in accordance
with Regulation E guidelines. On March 10, 2015 a credit of $130.78 was issued
to [redacted]’s account from the merchant. [redacted]’s error allegation
dispute was decided in her favor and a final credit of $67.41 was issued to her
account on May 26, 2015. A RushCard
Corporate Customer Service Specialist contacted [redacted] to advise her of the
resolution of the investigation. A 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
and sincerely apologize
for the inconvenience this has caused.
[redacted]
Corporate Customer Service
February 16, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on February 6, 2017. 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 made an online purchase from homedepot.com and later returned it to her local store a month later, and RushCard blocked her account. [redacted] would like for the block to be removed to have full access to her funds. On January 12, 2017, [redacted] RushCard account ending in 9339 was blocked for credit without and offsetting debit and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On January 19, 2017, [redacted] began to submit documentation. On February 16, 2017, a risk representative reviewed the documents and were accepted as valid and unblocked the account. A RushCard corporate customer service specialist contacted [redacted] on February 16, 2017 to advise of this information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, Corporate Customer Service
October 4, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: September 29, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard blocked her card because she was not able to understand the agent that processed the verification questions. [redacted] stated when she asked for a Supervisor to explain what happen, she was told no. On October 3, 2017 we listen to the call and determine that the language was a barrier. On October 3, 2017, a RushCard corporate resolution specialist attempted to contact [redacted] to offer her options to get her RushCard expedited or the remaining funds on the account sent provide access to her funds immediately because of the difficulty in understanding the agent. A detailed message was left for a callback. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
RevDex.com
7
W Seventh St, Suite...
1600
Cincinnati,
Ohio 45202
RE: Complaint ID [redacted]
April
28, 2015
We
received [redacted] complaint and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards.
We apologize for the frustration
[redacted] experienced regarding our RushCard customer service. After
further research, I have pulled call logs by using the phone number on the
complaint and the account and found that there were no records of [redacted]
attempting to contact our customer service call centers. We’re
in the process of updating our banking information to further improve our
Direct Deposit feature. We've sent notices to many of our cardholder employers
requesting they use the most up to date routing and account information. Some
employers and originators of deposits may reach out to verify the account
information.
This change will not affect
[redacted] from receiving his direct deposits. I have also,
pulled email logs of [redacted] contacting our agents regarding the direct
deposit change. Unfortunately, our agents are currently unable to respond in
reference to the routing number change and advised him to contact our customer
service for additional assistance.
I am showing that we have not received
[redacted] direct deposit as of yet. We sincerely apologize for the
miscommunication and the inconvenience this has caused.
We appreciate [redacted]
feedback. These types of issues go directly against our mission of access and
inclusion for everyone.
Regards,
[redacted]
Customer
Service Specialist
January 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per RushCard Cardholder Agreement the disputes process can take up to 45 to 90 days to investigate and research the claim. [redacted] must make a good faith attempt to resolve with the merchant. If [redacted] is unable to resolve with the merchant please provide documentation to support the claim for other recovery options or send back the signed error allegation dispute form. We have not received the signed error allegation dispute form or documentation to support [redacted] claim. On December 18, 2015, a letter was sent to [redacted] explaining this information. We appreciate [redacted] feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. RushCard Corporate Customer Service
December 18, 2017 VIA ONLINE SUBMISSION:1 E. 4th Ste. 600.00Cincinnati, Ohio 45202Revdex.com® Re: Complaint ID: [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she mistakenly made a rent payment via Bill payment. [redacted] states she contacted RushCard to cancel the payment. [redacted] would like her money back on her card to make her rent payment. Our records indicate that the Bill payment for $600.00 was processed on 12/8/2017. RushCard records further indicate that on 12/13/17 the bill payment was requested to be stopped. On December 18, 2017 the funds of $600.00 were credited back to [redacted] account. On December September 18, 2017 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service