October 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 23, 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
I've filed multiple complaints I received a response that I don't agree with I'll be filing a complaint everyday til Rush card gives me my money back they stated in a response to my complaint today that in there findings I benefited from the unauthorized transaction that was on my acct [redacted] credited the money that was fraudulently charged so how did I benefit I have email confirmation that they reversed the transaction June 28th so how could I have benefited from anything Rush card allowed [redacted] to charge my acct without authorization [redacted] reversed the transaction so Rush card basically took my money & wont return it even after [redacted] reversed the transaction it's ridiculous unexceptable & unfair until I get a refund of the funds I'm gonna file a complaint everyday to ensure that others are made aware of Rush cards unfair service I'll never use Rush card again & will make it my business to let others know how Rush card treats their customers Desired Outcome: I just want what is due to me which is my money for a transaction I never authorized or benefited from I don't understand how Rush card can say I benefited from something when [redacted] reversed the transaction June 28,2016
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 20, 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.
On 2/10/2015 [redacted] filed a dispute for a transaction of $256.05
from [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 we received the
written dispute form back from [redacted] on 2/13/2015. [redacted] have spoken with multiple
representatives regarding the status of her dispute and was advised that she
does not qualify for a provisional credit and will need to allow 45 to 90 days
for the dispute team to investigate the claim. [redacted] explained to our call
center agents that a refund was sent by the merchant on 2/19/2015 and she had
not received the credit on her account. After further investigation by the
dispute team, on 4/21/2015 the credit has been applied to [redacted] account and
her claim has been closed. A final letter has been sent to [redacted] regarding
the outcome of the dispute. We apologize for the inconvenience and the frustration
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.
On June 16th, 2016, [redacted] contacted UniRush to file a dispute claim. [redacted] said he lost his card on the 9th of June, and fraudulent transactions were made using his Rushcard. [redacted] is disputing transactions made at [redacted] located in [redacted]; [redacted] located in [redacted]; [redacted] located in [redacted]; [redacted] located in [redacted]; and [redacted] located in [redacted]. On June 29th, 2016 UniRush denied [redacted]'s claim because of what the merchant provided. UniRush contacted [redacted] in [redacted], and They confirmed [redacted] was present at the time of the transaction with his UniRush and Identification card. [redacted] also confirmed anytime someone checks into their hotel they are required to check for identification. On July 27th, 2016 UniRush approved [redacted] claim and credited his UniRush account amounting $605.97. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
July 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard is stealing her money off her account and refusing to issue her a card. [redacted] also states she would a new card and to be able to access her funds. Per the previous response our records indicate that on July 18,2017 [redacted] failed RushCard’s verification process. 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. As of date RushCard is needing a valid copy of [redacted] Government Issued Identification and Social Security Card. No photo copies of these documents will be accepted. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
June 17, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she has not received her replacement card. [redacted] also states she does not have access to the funds in her account. [redacted] would like the card information of the replacement card that was sent, along with the tracking number. Per previous response our records indicate that on June 9, 2017 [redacted] contacted RushCard regarding her card replacement. [redacted] was advised that a replacement card was processed on June 7, 2017 and that per RushCard policy we were not able to provide the card information. [redacted] replacement card was delivered on June 9, 2017 at 2:59 pm. 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 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 27, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on April 7, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an unauthorized transaction dispute for multiple transactions that were denied. [redacted] also stated that she sent in a rebuttal letter and requesting to receive her funds. On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on his account. On March 24, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On April 14, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. [redacted] was advised of the rebuttal letter process to reopen the dispute. On April 13, 2016, [redacted] faxed her rebuttal letter to the disputes department. On April 14, 2016, [redacted] rebuttal letter was denied due to no additional info was provided to overturn the previous decision. We encourage [redacted] to work with the merchant directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. We appreciate [redacted] feedback. Our goal is to provide financial convenience and security supported by reliable customer service. 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 am very upset with this company. I spoke with [redacted] they haven't received anything from rush yet. So they probably haven't sent it yet
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 18, 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
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 14, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Case #: [redacted] ...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard posted her direct deposit to another RushCard account. [redacted] further states that RushCard customer agents provided her with incorrect information regarding a deposit not posting to an account based on the name on the direct deposit. [redacted] is requesting the funds be put back on her account. Our records indicate that the DDID (Direct Deposit ID) that the funds were posted to was provided by [redacted] to via her employer. RushCard provides the DDID for customer to provide to a remitter to deposit funds to their account. The cardholder is responsible for providing the correct deposit information to the remitter. On April 06, 2017 [redacted] contacted RushCard customer service and advised the agent that her direct deposit posted to her ex-boyfriends account. [redacted] was advised to contact her employer and provide them with the correct DDID information. On April 11, 2017 [redacted] contacted RushCard customer service again and was given misinformation about being able to file a dispute regarding her deposit posting to the incorrect account. On April 14, 2017 a RushCard corporate specialist contacted [redacted] to explain that deposit are posted based on the DDID the customer provides to their employer or remitter of the deposit. We also suggested she contact her ex-boyfriend for resolution of this. [redacted] decided to close her RushCard account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: 10940760 Complaint date: November 6, 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. 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. On October 30,
2015, Mr. [redacted]’s received his direct deposit.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
As far as RushCard is concerned the case is resolved and final credits have been placed on the account. If [redacted] would like to pursue the matter he should contact the merchant involved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. However I don't want to pursue this matter any further.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: Ebonique...
Hayes Complaint number: 10858421 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
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted],
which the Revdex.com®
(“Revdex.com”) received
from [redacted], on June 3, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that she was unable to process a card to card
transfer from her RushGoals account to her RushCard account. [redacted] stated
that she contacted RushCard customer service to assist with resolving her
matter but did not receive a resolution.
On May
27, 2015, [redacted] contacted RushCard customer service to advise that she
was unable to process a card to card transfer from her expired RushGoals
account ending in [redacted] to her active RushCard account ending in [redacted]. RushCard Customer Service Representatives do
not have the authority to unblock or renew expired RushGoals accounts. The request to transfer the funds was
escalated to RushCard Corporate Office on June 4, 2015. A RushCard Corporate Customer Service
Representative was able to accommodate the request, and $203.50 was transferred
from [redacted] RushGoals account to her active RushCard account.
We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this has caused.
September 13, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: September 11, 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] states in her complaint that she has followed all of RushCard instructions as to the documentation for the remaining funds on [redacted] RushCard account. [redacted] also states that she has been contacting RushCard customer service to get updates on the status of the reissuing of the check. Our records indicate that a check was sent on August 8, 2017 to the address on file. On August 23, 2017 [redacted] contacted RushCard customer service advising that she had still not received the check. The agent advised that the check was returned due to incorrect address. [redacted] confirmed that the address was correct. On September 11, 2017 the check was reissued to the address on file. Please allow 5-7 business days to receive. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 23, 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
I've filed multiple complaints I received a response that I don't agree with I'll be filing a complaint everyday til Rush card gives me my money back they stated in a response to my complaint today that in there findings I benefited from the unauthorized transaction that was on my acct [redacted] credited the money that was fraudulently charged so how did I benefit I have email confirmation that they reversed the transaction June 28th so how could I have benefited from anything Rush card allowed [redacted] to charge my acct without authorization [redacted] reversed the transaction so Rush card basically took my money & wont return it even after [redacted] reversed the transaction it's ridiculous unexceptable & unfair until I get a refund of the funds I'm gonna file a complaint everyday to ensure that others are made aware of Rush cards unfair service I'll never use Rush card again & will make it my business to let others know how Rush card treats their customers Desired Outcome: I just want what is due to me which is my money for a transaction I never authorized or benefited from I don't understand how Rush card can say I benefited from something when [redacted] reversed the transaction June 28,2016
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 20, 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.
On 2/10/2015 [redacted] filed a dispute for a transaction of $256.05
from [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 we received the
written dispute form back from [redacted] on 2/13/2015. [redacted] have spoken with multiple
representatives regarding the status of her dispute and was advised that she
does not qualify for a provisional credit and will need to allow 45 to 90 days
for the dispute team to investigate the claim. [redacted] explained to our call
center agents that a refund was sent by the merchant on 2/19/2015 and she had
not received the credit on her account. After further investigation by the
dispute team, on 4/21/2015 the credit has been applied to [redacted] account and
her claim has been closed. A final letter has been sent to [redacted] regarding
the outcome of the dispute. We apologize for the inconvenience and the frustration
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
On June 16th, 2016, [redacted] contacted UniRush to file a dispute claim. [redacted] said he lost his card on the 9th of June, and fraudulent transactions were made using his Rushcard. [redacted] is disputing transactions made at [redacted] located in [redacted]; [redacted] located in [redacted]; [redacted] located in [redacted]; [redacted] located in [redacted]; and [redacted] located in [redacted]. On June 29th, 2016 UniRush denied [redacted]'s claim because of what the merchant provided. UniRush contacted [redacted] in [redacted], and They confirmed [redacted] was present at the time of the transaction with his UniRush and Identification card. [redacted] also confirmed anytime someone checks into their hotel they are required to check for identification. On July 27th, 2016 UniRush approved [redacted] claim and credited his UniRush account amounting $605.97. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
July 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard is stealing her money off her account and refusing to issue her a card. [redacted] also states she would a new card and to be able to access her funds. Per the previous response our records indicate that on July 18,2017 [redacted] failed RushCard’s verification process. 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. As of date RushCard is needing a valid copy of [redacted] Government Issued Identification and Social Security Card. No photo copies of these documents will be accepted. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
June 17, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she has not received her replacement card. [redacted] also states she does not have access to the funds in her account. [redacted] would like the card information of the replacement card that was sent, along with the tracking number. Per previous response our records indicate that on June 9, 2017 [redacted] contacted RushCard regarding her card replacement. [redacted] was advised that a replacement card was processed on June 7, 2017 and that per RushCard policy we were not able to provide the card information. [redacted] replacement card was delivered on June 9, 2017 at 2:59 pm. 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 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 27, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on April 7, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an unauthorized transaction dispute for multiple transactions that were denied. [redacted] also stated that she sent in a rebuttal letter and requesting to receive her funds. On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on his account. On March 24, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On April 14, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. [redacted] was advised of the rebuttal letter process to reopen the dispute. On April 13, 2016, [redacted] faxed her rebuttal letter to the disputes department. On April 14, 2016, [redacted] rebuttal letter was denied due to no additional info was provided to overturn the previous decision. We encourage [redacted] to work with the merchant directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. We appreciate [redacted] feedback. Our goal is to provide financial convenience and security supported by reliable customer service. 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 am very upset with this company. I spoke with [redacted] they haven't received anything from rush yet. So they probably haven't sent it yet
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 18, 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
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 14, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Case #: [redacted] ...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard posted her direct deposit to another RushCard account. [redacted] further states that RushCard customer agents provided her with incorrect information regarding a deposit not posting to an account based on the name on the direct deposit. [redacted] is requesting the funds be put back on her account. Our records indicate that the DDID (Direct Deposit ID) that the funds were posted to was provided by [redacted] to via her employer. RushCard provides the DDID for customer to provide to a remitter to deposit funds to their account. The cardholder is responsible for providing the correct deposit information to the remitter. On April 06, 2017 [redacted] contacted RushCard customer service and advised the agent that her direct deposit posted to her ex-boyfriends account. [redacted] was advised to contact her employer and provide them with the correct DDID information. On April 11, 2017 [redacted] contacted RushCard customer service again and was given misinformation about being able to file a dispute regarding her deposit posting to the incorrect account. On April 14, 2017 a RushCard corporate specialist contacted [redacted] to explain that deposit are posted based on the DDID the customer provides to their employer or remitter of the deposit. We also suggested she contact her ex-boyfriend for resolution of this. [redacted] decided to close her RushCard account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: 10940760 Complaint date: November 6, 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. 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. On October 30,
2015, Mr. [redacted]’s received his direct deposit.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
As far as RushCard is concerned the case is resolved and final credits have been placed on the account. If [redacted] would like to pursue the matter he should contact the merchant involved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. However I don't want to pursue this matter any further.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: Ebonique...
Hayes Complaint number: 10858421 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
June 11,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted],
which the Revdex.com®
(“Revdex.com”) received
from [redacted], on June 3, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that she was unable to process a card to card
transfer from her RushGoals account to her RushCard account. [redacted] stated
that she contacted RushCard customer service to assist with resolving her
matter but did not receive a resolution.
On May
27, 2015, [redacted] contacted RushCard customer service to advise that she
was unable to process a card to card transfer from her expired RushGoals
account ending in [redacted] to her active RushCard account ending in [redacted]. RushCard Customer Service Representatives do
not have the authority to unblock or renew expired RushGoals accounts. The request to transfer the funds was
escalated to RushCard Corporate Office on June 4, 2015. A RushCard Corporate Customer Service
Representative was able to accommodate the request, and $203.50 was transferred
from [redacted] RushGoals account to her active RushCard account.
We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this has caused.
[redacted]
Corporate Customer Service
September 13, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: September 11, 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] states in her complaint that she has followed all of RushCard instructions as to the documentation for the remaining funds on [redacted] RushCard account. [redacted] also states that she has been contacting RushCard customer service to get updates on the status of the reissuing of the check. Our records indicate that a check was sent on August 8, 2017 to the address on file. On August 23, 2017 [redacted] contacted RushCard customer service advising that she had still not received the check. The agent advised that the check was returned due to incorrect address. [redacted] confirmed that the address was correct. On September 11, 2017 the check was reissued to the address on file. Please allow 5-7 business days to receive. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service