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 13, 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 states that she has not received her initial RushCard. [redacted] states she has gone an entire month without access to her pay. [redacted] would like a card delivered to her as soon as possible. On January 25, 2017 [redacted] applied for a RushCard account. The RushCard was processed and mailed to [redacted]. The RushCard was sent to the address provided of [redacted], and the timeframe to receive the card was explained to [redacted] as 5-7 business days. On February 6, 2017 [redacted] contacted RushCard customer service and stated she did not receive her card and a replacement card was processed. The replacement card was shipped on February 7, 2017 please allow time to receive the card. On February 14,2017, a corporate customer service specialist attempted to contact [redacted] to discuss this information. 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
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]
All of Unirush statements are fakes because I still have heard or receive anything form unirush. And they refused to supply me with any proof of the investigation.
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 sign up for a rushcard in November my card came DEC 6th 2016 it was supposed to have $40 because that's what your PROMOTION said but I only received $10. I did sign up with a promo code and therefore I'm supposed to reciceve the $40 not $10. I just want the $30 to be added on my card because if not it is FASLSE advertising!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] The business is not responding to the complaint dated in 2017 they are speaking in terms of a closed case in 2016 which is not helping the issue at hand please respond in regards to the complaint for 2017.Fix the issue for 2017.
December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint stated that an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she would like to be refunded $71.96 back to her account. On December 2, 2015, an unauthorized transaction in the amount of $71.96 from Diet Health was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
February 15, 2018 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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 reported her card lost a year ago and never received a replacement card. [redacted] would like a replacement card and access to the funds on the account. Our records indicate that [redacted] RushCard was reported stolen. There are no notes reflecting on the account that state that [redacted] has requested a replacement card. Due to this no replacement card has been processed. On February 15, 2018 a corporate resolutions specialist contacted [redacted] to advise of the following information. A replacement card was sent standard mail to the address on file. 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
Revdex.com:The company has not addressed my issues. Yes I have access to my card and funds now. No they have not called me and address my concerns. Yes they issued a $20 credit. No they have not covered my late fee due to me not being able to pay my online bills. No this matter is not resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not received any communication from the company in complaint. Last conversation with customer service reps Friday, was to inform me a rush shipment has been placed to send me a new card in two days without additional charges to myself. When I called to confirm with customer service number, rep told me I would have to pay additional fees to complete this transaction. I refused charges since this complication has been caused by the company and not myself. It is Monday and I have not received a new card or communication from RushCard representatives. I have had no communication or access to my money and have been put in a financial bind due to this situation. I still don't have legitimate answers why my account was even locked. This is the fourth card issued in a two month period for the same issues. Blocking my account and locking without any type of notice or verification prior to taking such hard actions and putting clients in these types of situations.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he will consider his case resolved when he receives his express cash and compensation for $274 in cancellation fees. On October 27, 2016, [redacted] contacted RushCard and spoke to a corporate customer service representative. [redacted] was given a credit of $237.00 for cancellation fees. [redacted] was also advised that a phone number was not required and to try another location advised to try another location. RushCard considers this matter resolved. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
October 22,
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
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 June 4, 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 her card was
confiscated at the ATM while experiencing difficulty with using her PIN. [redacted] stated that she should not been
charged $34.95 for a replacement card fee.
On June 3, 2015, there was a Global Network Money Pass ATM
outage, and RushCard is a member of the Money Pass Network. Unfortunately, the outage prevented RushCard
cardholders from using their cards at the ATM. On June 10, 2015, a RushCard Corporate
Customer Service Specialist attempted to contact [redacted] to apologize for
the inconvenience. As a courtesy,
without requirement to do so, the $30.00 expedited card fee and the $4.95
replacement card fee has been refunded to [redacted] Rushcard. [redacted] has received her replacement card
and has unrestricted access to her funds.
We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this has caused.
I'm very upset with rush because of they where to look at my banking pattern they know the only transfer money is when I get my refund from school and if they listen to the tapes they told me the put my money back by September11 all the have to do is listen to the tapesYou will here them assuring me the would give Mr money back
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.
Card ending in [redacted] was closed on August 1, 2015 before any replacement card was issued. I was charged $5.95 for unlimited rush transactions and a $30 replacement card fee. The account is closed and a request for refund was submitted but not answered. I'm asking for $35.95 the amount charged for the closed card account.
Regards,
[redacted]
March 13, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: Case #: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 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 received the wrong routing number and her deposit was put in someone else’s account. [redacted] states that the funds were placed on another account and the funds were used. [redacted] would like a refund to her account. On August 28, 2014 [redacted] contacted RushCard customer service and requested the direct deposit form to be mailed to her home address, and faxed to her. On August 28, 2014 [redacted] request was completed and the direct deposit form was mailed and faxed to her per her request. The Chase Bank routing number that was provided to [redacted] was [redacted]. We have contacted [redacted] on March 13, 2017 to provide the following information. [redacted] indicates that the direct deposit funds she is referring to are from 2010. We have advised [redacted] that RushCard will not be crediting funds to her RushCard account regarding this matter from 2010. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Sincerely,RushCard Corporate Customer Service
February 21, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: February 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 she was informed by RushCard that a check would be sent to her for the remaining funds on 1/25/17. [redacted] also states that [redacted] was provided to her and that she has not been able to pick up the funds. [redacted] would like the money back as well as gas and time spent on this issue. On February 21, 2017, a RushCard corporate specialist contacted [redacted] to advise of the correct [redacted] reference number of [redacted]. An SMS message was sent to [redacted] to provide the [redacted] reference number and to contact RushCard at [redacted] earliest convenience. We appreciate [redacted] feedback. RushCard, Corporate Customer Service
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, 2016. The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $970.00. [redacted] claimed that his card had been in his possession the whole time. He said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge. [redacted] stated he never signed up for an online account. On July 14th, 2016, [redacted] claim was denied for conclusive evidence. For the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number. [redacted] can reach out to us with any details in regards to this issue. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter. Regards, RushCard Corporate Customer Service Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
February 2, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states, a fraudulent transaction posted to her RushCard account, which she then disputed, in result her claim was closed. On November 21, 2017, [redacted] contacted RushCard to dispute a transaction totaling $52.33. [redacted] was educated on December 6, 2017 that her dispute form was not clear and that she must resend a clear copy of the form. [redacted] failed to send in a clear copy of the form that is needed for research to be completed therefore her case was closed on January 3, 2018. [redacted] will need to speak with the merchant to resolve her concern as the merchant was provided account specific information that should only be known by [redacted]. Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards, RushCard 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 13, 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 states that she has not received her initial RushCard. [redacted] states she has gone an entire month without access to her pay. [redacted] would like a card delivered to her as soon as possible. On January 25, 2017 [redacted] applied for a RushCard account. The RushCard was processed and mailed to [redacted]. The RushCard was sent to the address provided of [redacted], and the timeframe to receive the card was explained to [redacted] as 5-7 business days. On February 6, 2017 [redacted] contacted RushCard customer service and stated she did not receive her card and a replacement card was processed. The replacement card was shipped on February 7, 2017 please allow time to receive the card. On February 14,2017, a corporate customer service specialist attempted to contact [redacted] to discuss this information. 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
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]
All of Unirush statements are fakes because I still have heard or receive anything form unirush. And they refused to supply me with any proof of the investigation.
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 sign up for a rushcard in November my card came DEC 6th 2016 it was supposed to have $40 because that's what your PROMOTION said but I only received $10. I did sign up with a promo code and therefore I'm supposed to reciceve the $40 not $10. I just want the $30 to be added on my card because if not it is FASLSE advertising!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] The business is not responding to the complaint dated in 2017 they are speaking in terms of a closed case in 2016 which is not helping the issue at hand please respond in regards to the complaint for 2017.Fix the issue for 2017.
December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint stated that an unauthorized transaction was charged to her RushCard account. [redacted] also stated that she would like to be refunded $71.96 back to her account. On December 2, 2015, an unauthorized transaction in the amount of $71.96 from Diet Health was made on [redacted] account. Prior to the allegedly unauthorized transaction, [redacted] account balance was $75.79. On December 19, 2015, a partial credit of $35.98 was issued to [redacted] RushCard account. On December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transaction. RushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
February 15, 2018 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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 reported her card lost a year ago and never received a replacement card. [redacted] would like a replacement card and access to the funds on the account. Our records indicate that [redacted] RushCard was reported stolen. There are no notes reflecting on the account that state that [redacted] has requested a replacement card. Due to this no replacement card has been processed. On February 15, 2018 a corporate resolutions specialist contacted [redacted] to advise of the following information. A replacement card was sent standard mail to the address on file. 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
Revdex.com:The company has not addressed my issues. Yes I have access to my card and funds now. No they have not called me and address my concerns. Yes they issued a $20 credit. No they have not covered my late fee due to me not being able to pay my online bills. No this matter is not resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not received any communication from the company in complaint. Last conversation with customer service reps Friday, was to inform me a rush shipment has been placed to send me a new card in two days without additional charges to myself. When I called to confirm with customer service number, rep told me I would have to pay additional fees to complete this transaction. I refused charges since this complication has been caused by the company and not myself. It is Monday and I have not received a new card or communication from RushCard representatives. I have had no communication or access to my money and have been put in a financial bind due to this situation. I still don't have legitimate answers why my account was even locked. This is the fourth card issued in a two month period for the same issues. Blocking my account and locking without any type of notice or verification prior to taking such hard actions and putting clients in these types of situations.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he will consider his case resolved when he receives his express cash and compensation for $274 in cancellation fees. On October 27, 2016, [redacted] contacted RushCard and spoke to a corporate customer service representative. [redacted] was given a credit of $237.00 for cancellation fees. [redacted] was also advised that a phone number was not required and to try another location advised to try another location. RushCard considers this matter resolved. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
October 22,
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
June 10, 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 June 4, 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 her card was
confiscated at the ATM while experiencing difficulty with using her PIN. [redacted] stated that she should not been
charged $34.95 for a replacement card fee.
On June 3, 2015, there was a Global Network Money Pass ATM
outage, and RushCard is a member of the Money Pass Network. Unfortunately, the outage prevented RushCard
cardholders from using their cards at the ATM. On June 10, 2015, a RushCard Corporate
Customer Service Specialist attempted to contact [redacted] to apologize for
the inconvenience. As a courtesy,
without requirement to do so, the $30.00 expedited card fee and the $4.95
replacement card fee has been refunded to [redacted] Rushcard. [redacted] has received her replacement card
and has unrestricted access to her funds.
We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this has caused.
[redacted]
Corporate Customer Service
I'm very upset with rush because of they where to look at my banking pattern they know the only transfer money is when I get my refund from school and if they listen to the tapes they told me the put my money back by September11 all the have to do is listen to the tapesYou will here them assuring me the would give Mr money back
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.
Card ending in [redacted] was closed on August 1, 2015 before any replacement card was issued. I was charged $5.95 for unlimited rush transactions and a $30 replacement card fee. The account is closed and a request for refund was submitted but not answered. I'm asking for $35.95 the amount charged for the closed card account.
Regards,
[redacted]
March 13, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: Case #: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 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 received the wrong routing number and her deposit was put in someone else’s account. [redacted] states that the funds were placed on another account and the funds were used. [redacted] would like a refund to her account. On August 28, 2014 [redacted] contacted RushCard customer service and requested the direct deposit form to be mailed to her home address, and faxed to her. On August 28, 2014 [redacted] request was completed and the direct deposit form was mailed and faxed to her per her request. The Chase Bank routing number that was provided to [redacted] was [redacted]. We have contacted [redacted] on March 13, 2017 to provide the following information. [redacted] indicates that the direct deposit funds she is referring to are from 2010. We have advised [redacted] that RushCard will not be crediting funds to her RushCard account regarding this matter from 2010. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Sincerely,RushCard Corporate Customer Service
February 21, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: February 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 she was informed by RushCard that a check would be sent to her for the remaining funds on 1/25/17. [redacted] also states that [redacted] was provided to her and that she has not been able to pick up the funds. [redacted] would like the money back as well as gas and time spent on this issue. On February 21, 2017, a RushCard corporate specialist contacted [redacted] to advise of the correct [redacted] reference number of [redacted]. An SMS message was sent to [redacted] to provide the [redacted] reference number and to contact RushCard at [redacted] earliest convenience. We appreciate [redacted] feedback. RushCard, Corporate Customer Service
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, 2016. The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $970.00. [redacted] claimed that his card had been in his possession the whole time. He said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge. [redacted] stated he never signed up for an online account. On July 14th, 2016, [redacted] claim was denied for conclusive evidence. For the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number. [redacted] can reach out to us with any details in regards to this issue. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter. Regards, RushCard Corporate Customer Service Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
February 2, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states, a fraudulent transaction posted to her RushCard account, which she then disputed, in result her claim was closed. On November 21, 2017, [redacted] contacted RushCard to dispute a transaction totaling $52.33. [redacted] was educated on December 6, 2017 that her dispute form was not clear and that she must resend a clear copy of the form. [redacted] failed to send in a clear copy of the form that is needed for research to be completed therefore her case was closed on January 3, 2018. [redacted] will need to speak with the merchant to resolve her concern as the merchant was provided account specific information that should only be known by [redacted]. Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards, RushCard Corporate Customer Service
Hello I received the check yesterday...Thank you so much for all your help!