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
The business has resolved my complaint.Thank you Revdex.com !
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]
I have sent everything over they took the block off of my account but the card I paid $30 to have had sent to me express will not let me activate it. I've called them several times to inform them my card will not let me activate it and that's it has been now a little over a month now since this issue occurred. And they charged me a fee for having the card when I have not even been able to use it due to it not allowing me to activate it's mow going on 4 business days. I just want this issue fixed so I can have access to my money that's all I want is to be able to get my money to pay my bills that is now way overdue to this issue with them.
March 16, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 2017 To Whom It May Concern: This letter is in response to the rebuttal 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. As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last 30 days on all accounts that have been blocked or require review by our Risk team. Our Risk team reviews the documents received and upon validation will remove/update the security codes applied to the account. RushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and procedures. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com:
I attached document to support addition late fees on the account 160.00 is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as well. I have contact each and requested documentation of the decline in payment on the accounts. The documentation is on the previous request stating this is not sufficient. I have sent these document now 4 times keep playing. Ihave already been made a offer from a attorney to join a class action law suit but I dont need all that I just want to be reimbursed my late fees but I willing to go all the way...
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 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 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
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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 proble[redacted] At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 8, 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 4/8/2015 [redacted] was transferred to our dispute team
to file multiple unauthorized transactions on her account. All Rush Card
disputes are handled through our dedicated dispute team and are worked
in the order that they are received. When we are informed of an
unauthorized transaction we must block and replace the card to prevent any
other transactions from going through to the account. [redacted] did inform the
representatives that she was not at the address on the account and would not be
able to receive the card, that renewal card is now blocked. [redacted] did call
us back to inform us that she was aware of who used the card and wanted the
previous card unblocked. Unfortunately, since the card was replaced, unblocking
the card is not an option, but the dispute will not be processed.
I have personally spoken with [redacted] and was able to send the
remaining balance on [redacted] account out via [redacted] to the location
she is at. She was charged the $30.00 fee, but as a one-time courtesy we did
credit the $30.00 fee back to a card that is in [redacted] possession. We
apologize for the inconvenience and the frustration this has caused [redacted].
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.
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. [redacted]’ complaint contends that he would like to be refunded for $116.85 for
multiple transactions that were made on his RushCard account. On November 12,
2015, multiple unauthorized transactions were made on [redacted] RushCard
account. On December 7, 2015, [redacted] contacted RushCard Corporate office
and was advised by a customer service specialist that the transactions that the
$116.85 transaction was release back onto the account. Attached to the
complaint response is a screenshot of the transaction that was released back to
[redacted]’ account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I reject the response because I still have not received my refund. I will henceforth reject each subsequent "response" until my money has been returned to my account. If they want to deny my claim, they need to prove that those charges were valid. I assert that these charges are made up. I was at work at the time.
Regards,
[redacted]
March 11, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: March 3, 2016 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted]’s complaint states she did not have access to remove funds from an ATM. [redacted] further indicates there was an error message stating her card was expired, but the expiration is for 12/2018. On December 29th, 2015, [redacted] contact RushCard customer service to process a renewal card for card ending in [redacted] received the card replacement and was able to successfully activate and beginning making transactions. On March 3rd, 2016, [redacted] contacted customer service again due to declined transactions. After additional research, it was determined the renewal and expired card generated the same card number which prevented [redacted] from making transactions. A card replacement was issued with a new card number to [redacted] via regular delivery. On March 11, 2016, a corporate customer service specialist contacted [redacted] to process the remaining funds to her account via [redacted] express cash. [redacted] was advised of the new card replacement and advised to contact the corporate office directly to access with activation. We appreciate this feedback and sincerely apologize for the inconvenience this may have caused. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 25, 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
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]
[redacted] on June 23, 2015. UniRush, LLC
d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted]
[redacted] complaint contends that RushCard is holding his direct deposit since
June 16, 2015. [redacted] also stated that he was advised to submit a driver’s
license, a social security card and valid proof of address.
On June
8, 2015, [redacted] RushCard account ending in [redacted] was blocked due to failed
verification when attempting to access the account. As per the RushCard Cardholder Agreement,
RushCard requested proof of identity from [redacted] He was asked to submit a
copy of his Social Security Card, Government Issued Identification, and proof
of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify his identity on June
15, 2015. The documents submitted by [redacted]
[redacted] were illegible and deemed invalid. On June 18, 2015, [redacted] contacted RushCard
Customer Service and was advised of the invalid documentation received, and to
send valid documentation. On June 24, 2015, a Risk Associate reviewed the documents
submitted by [redacted], and all requested documents were accepted as valid. A
replacement card was issued via expedited shipping to the address on file. [redacted]
[redacted] account is now activated with unrestricted access to his funds.
We look
forward to serving [redacted] financial needs in the future and sincerely apologize for the inconvenience
this may have caused. Our customer’s security
is a top priority at RushCard and proper ID verification is a necessary step to
that goal. We recognize proper
verification can be a time consuming process and thank [redacted] for submitting
the required documentation.
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 29, 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 number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that the [redacted] transaction for $403 did not dispense the cash. He states his receipt show that the transaction was decline. [redacted] also indicates that he is stranded and would like his funds credited back on his RushCard account ASAP. Our records indicate that on 11/24/17 [redacted] contacted RushCard customer service and was transferred to our Dispute Department and filed an error allegation dispute regarding a transaction for $403.00. [redacted] was advised of the 45 days for resolution. [redacted] was also advised of the 5-7 business days for provisional credit. On 11/29/17, a corporate resolution specialist contacted [redacted] to advise him of this information and that the 10th business day has not elapsed yet. [redacted] indicated that he was not satisfied with the process and wanted his funds immediately. We again reiterated the process. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/. Additionally, a $20.00
courtesy credit was issued to [redacted]’ RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have attached the statement from my bank account with Rushcard and you will see that they only credit my card for the $100.00 once and then you will see that my direct deposit was posted from my job. You will also see where they came into my account and did an reversal too. They recently did a $25.00 credit to my account and I am not happy with that, as I stated before, I want my account fix and my money back into my account or a mail check.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859046, and have determined that this does not resolve my complaint.
Regards,
[redacted] As of December 13th [redacted] released a statement on their website stating: "The website says, "In cooperation with the CPSC (United States Consumer Product Safety Commission), [redacted] will be ceasing all operations, and as recommended by the agency, we will no longer be shipping any of our hoverboards.IF YOU PLACED AN ORDER THAT WAS NOT RECEIVED YOU WILL NEED TO CONTACT YOUR CREDIT CARD COMPANY TO REQUEST A REFUND.Instructions To Obtain a Refund:1) Contact your credit card provider by calling the phone number on the back of the card.2) Inform them that you would like to dispute a charge from [redacted]3) Provide them with any relevant information regarding the transaction.If you need any further instructions, please call us at ###-###-####, Monday-Friday 10am-5pm.- See more at: https://[redacted]/[redacted]"I spoke with several representatives on 12-13 at RushCard and I was advised that I would not receive a provisional credit that I could not speak to anyone in the United States or at the corporate office. When I asked for the reason for not receiving the provisional credit after being informed that I would, I was told that they cannot give me a reason as to why I didn't qualify for the provisional credit. At this point, I would just like for my money to be credited to my account, so I can seize all business with RushCard and Unirush. I would really appreciate if my account would be credited today December 14th or if I can receive a call from someone in the United States today to resolve this matter.
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
The business has resolved my complaint.Thank you Revdex.com !
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]
I have sent everything over they took the block off of my account but the card I paid $30 to have had sent to me express will not let me activate it. I've called them several times to inform them my card will not let me activate it and that's it has been now a little over a month now since this issue occurred. And they charged me a fee for having the card when I have not even been able to use it due to it not allowing me to activate it's mow going on 4 business days. I just want this issue fixed so I can have access to my money that's all I want is to be able to get my money to pay my bills that is now way overdue to this issue with them.
March 16, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 2017 To Whom It May Concern: This letter is in response to the rebuttal 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. As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last 30 days on all accounts that have been blocked or require review by our Risk team. Our Risk team reviews the documents received and upon validation will remove/update the security codes applied to the account. RushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and procedures. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com:
I attached document to support addition late fees on the account 160.00 is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as well. I have contact each and requested documentation of the decline in payment on the accounts. The documentation is on the previous request stating this is not sufficient. I have sent these document now 4 times keep playing. Ihave already been made a offer from a attorney to join a class action law suit but I dont need all that I just want to be reimbursed my late fees but I willing to go all the way...
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 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 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
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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 proble[redacted] At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 8, 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 4/8/2015 [redacted] was transferred to our dispute team
to file multiple unauthorized transactions on her account. All Rush Card
disputes are handled through our dedicated dispute team and are worked
in the order that they are received. When we are informed of an
unauthorized transaction we must block and replace the card to prevent any
other transactions from going through to the account. [redacted] did inform the
representatives that she was not at the address on the account and would not be
able to receive the card, that renewal card is now blocked. [redacted] did call
us back to inform us that she was aware of who used the card and wanted the
previous card unblocked. Unfortunately, since the card was replaced, unblocking
the card is not an option, but the dispute will not be processed.
I have personally spoken with [redacted] and was able to send the
remaining balance on [redacted] account out via [redacted] to the location
she is at. She was charged the $30.00 fee, but as a one-time courtesy we did
credit the $30.00 fee back to a card that is in [redacted] possession. We
apologize for the inconvenience and the frustration this has caused [redacted].
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
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. [redacted]’ complaint contends that he would like to be refunded for $116.85 for
multiple transactions that were made on his RushCard account. On November 12,
2015, multiple unauthorized transactions were made on [redacted] RushCard
account. On December 7, 2015, [redacted] contacted RushCard Corporate office
and was advised by a customer service specialist that the transactions that the
$116.85 transaction was release back onto the account. Attached to the
complaint response is a screenshot of the transaction that was released back to
[redacted]’ account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I reject the response because I still have not received my refund. I will henceforth reject each subsequent "response" until my money has been returned to my account. If they want to deny my claim, they need to prove that those charges were valid. I assert that these charges are made up. I was at work at the time.
Regards,
[redacted]
March 11, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: March 3, 2016 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted]’s complaint states she did not have access to remove funds from an ATM. [redacted] further indicates there was an error message stating her card was expired, but the expiration is for 12/2018. On December 29th, 2015, [redacted] contact RushCard customer service to process a renewal card for card ending in [redacted] received the card replacement and was able to successfully activate and beginning making transactions. On March 3rd, 2016, [redacted] contacted customer service again due to declined transactions. After additional research, it was determined the renewal and expired card generated the same card number which prevented [redacted] from making transactions. A card replacement was issued with a new card number to [redacted] via regular delivery. On March 11, 2016, a corporate customer service specialist contacted [redacted] to process the remaining funds to her account via [redacted] express cash. [redacted] was advised of the new card replacement and advised to contact the corporate office directly to access with activation. We appreciate this feedback and sincerely apologize for the inconvenience this may have caused. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 25, 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 30,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
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]
[redacted] on June 23, 2015. UniRush, LLC
d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted]
[redacted] complaint contends that RushCard is holding his direct deposit since
June 16, 2015. [redacted] also stated that he was advised to submit a driver’s
license, a social security card and valid proof of address.
On June
8, 2015, [redacted] RushCard account ending in [redacted] was blocked due to failed
verification when attempting to access the account. As per the RushCard Cardholder Agreement,
RushCard requested proof of identity from [redacted] He was asked to submit a
copy of his Social Security Card, Government Issued Identification, and proof
of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify his identity on June
15, 2015. The documents submitted by [redacted]
[redacted] were illegible and deemed invalid. On June 18, 2015, [redacted] contacted RushCard
Customer Service and was advised of the invalid documentation received, and to
send valid documentation. On June 24, 2015, a Risk Associate reviewed the documents
submitted by [redacted], and all requested documents were accepted as valid. A
replacement card was issued via expedited shipping to the address on file. [redacted]
[redacted] account is now activated with unrestricted access to his funds.
We look
forward to serving [redacted] financial needs in the future and sincerely apologize for the inconvenience
this may have caused. Our customer’s security
is a top priority at RushCard and proper ID verification is a necessary step to
that goal. We recognize proper
verification can be a time consuming process and thank [redacted] for submitting
the required documentation.
Regards,
[redacted]
Corporate Customer Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 29, 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 number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that the [redacted] transaction for $403 did not dispense the cash. He states his receipt show that the transaction was decline. [redacted] also indicates that he is stranded and would like his funds credited back on his RushCard account ASAP. Our records indicate that on 11/24/17 [redacted] contacted RushCard customer service and was transferred to our Dispute Department and filed an error allegation dispute regarding a transaction for $403.00. [redacted] was advised of the 45 days for resolution. [redacted] was also advised of the 5-7 business days for provisional credit. On 11/29/17, a corporate resolution specialist contacted [redacted] to advise him of this information and that the 10th business day has not elapsed yet. [redacted] indicated that he was not satisfied with the process and wanted his funds immediately. We again reiterated the process. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/. Additionally, a $20.00
courtesy credit was issued to [redacted]’ RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have attached the statement from my bank account with Rushcard and you will see that they only credit my card for the $100.00 once and then you will see that my direct deposit was posted from my job. You will also see where they came into my account and did an reversal too. They recently did a $25.00 credit to my account and I am not happy with that, as I stated before, I want my account fix and my money back into my account or a mail check.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859046, and have determined that this does not resolve my complaint.
Regards,
[redacted] As of December 13th [redacted] released a statement on their website stating: "The website says, "In cooperation with the CPSC (United States Consumer Product Safety Commission), [redacted] will be ceasing all operations, and as recommended by the agency, we will no longer be shipping any of our hoverboards.IF YOU PLACED AN ORDER THAT WAS NOT RECEIVED YOU WILL NEED TO CONTACT YOUR CREDIT CARD COMPANY TO REQUEST A REFUND.Instructions To Obtain a Refund:1) Contact your credit card provider by calling the phone number on the back of the card.2) Inform them that you would like to dispute a charge from [redacted]3) Provide them with any relevant information regarding the transaction.If you need any further instructions, please call us at ###-###-####, Monday-Friday 10am-5pm.- See more at: https://[redacted]/[redacted]"I spoke with several representatives on 12-13 at RushCard and I was advised that I would not receive a provisional credit that I could not speak to anyone in the United States or at the corporate office. When I asked for the reason for not receiving the provisional credit after being informed that I would, I was told that they cannot give me a reason as to why I didn't qualify for the provisional credit. At this point, I would just like for my money to be credited to my account, so I can seize all business with RushCard and Unirush. I would really appreciate if my account would be credited today December 14th or if I can receive a call from someone in the United States today to resolve this matter.