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. This information is false, I have not received any courtesy credit. The $25.00 that was credited to my account was MY money. I attempted to transfer $25.00 from my goals account and it never posted, it stayed pending for days. If you listen to the call when this transaction happened, and also view my accounts, you will see that I have only received what was already mine, nothing extra. Furthermore, we were advised that we would not be charged transaction fees after November 1st, and I was. They credited the fees back to be on 11/11/15, however, they took it right back.
Regards,
[redacted]
October 28,
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
November 17, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 9, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We worked around the
clock to resolve these problems. At this
time, our system is up and running and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You
to our cardholders for sticking with us, we have announced a Fee Holiday
beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
December 18, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint ID: [redacted]Consumer: [redacted]To Whom It May Concern:This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com® (“Revdex.com”) received from [redacted]. 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 he is missing $5.33 and
$6.00 from a transfer of $80.00. The complaint also states RushCard Customer
Service has not been able to resolve the issue. Per our previous response, [redacted] RushCard account
ending [redacted] had a negative balance when he initiated card to card transfers
between his two accounts. The card to
card transfers are as follows:Additionally, a $25.00 loyalty credit was issued to each
card on 12/01/2015. We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The attached email was the response that the company gave me, it is unacceptable and as of this point it is still unacceptable. Rush Card is a rip off they get people's money and the service to the customer is absolutely horrific. As of today they still have yet to handle the situation. They continue to give me no reason what so ever for why my case wasn't handled at its highest priority once there computers and system were up and running. They also didn't communicate with me like they said with a email when they were back up and running so no I do not accept there response
Revdex.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE: [redacted] Complaint ID: [redacted] May 6, 2015 We received[redacted] complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and activity...
associated with financial cards. After reviewof [redacted] account the last deposit received was posted on 4/22/2015 with apay date of 4/24/2015. After further review I am showing [redacted] has a paydate of Thursday every week and RushCard posts her deposit a day prior. RushCardin the process of upgrading our Direct Deposit feature and transitioning it to[redacted]. As part of this transition we have sent notices to your employer (orthe originator of your deposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted]Please have[redacted] check with her payroll to validate the routing number and accountnumber her direct deposit was sent to, or see if a paper check was issued toher. As of today, we have not received a direct deposit to [redacted] oldaccount information, or her new. We sincerely apologize for the confusion andinconvenience this has caused. If [redacted] would like to speak with someonein the corporate office regarding more information, please have her call###-###-#### and press option 1. Weappreciate [redacted] feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]CustomerService Specialist
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.
Yes I do have access to my funds now but have only received 1 call from Rush during this entire ordeal. An additional $20 credit did not pay my late charge to my finance company and me not being able to access my funds on the first day does not constitute for it either. If RushCard takes their customers as serious as they say they do I should have received multiple calls trying to rectify this matter. I'm not asking for a handout but for them to compensate me for late fee I was billed due to their system malfunction. Once I can be reimburse for their errors I can consider this case closed. As of right now this case is still open because I have not received compensation.
Regards,
[redacted]
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard 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/.On November 5,
2015, [redacted] filed unauthorized transactions dispute regarding charges
that were made on her account. RushCard has not received the written signed unauthorized
dispute form back. As per the RushCard Cardholder Agreement, the dispute
process may take up to 45 to 90 days to investigate a claim. Once the
claim is final, [redacted] will receive a letter in the mail regarding the
outcome of her dispute. Additionally, RushCard issued a $25.00 courtesy credit 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
Today is Wednesday August 24,2016 I still haven't received my refund check it doesn't take that long. I contacted unirush again today August 24,2016 and now they are saying that the post office is responsible for my refund check I spoke with max in customer service at unirush a supervisor. There's still nothing in my mail box.Unirush financial services is lying none of that was said to me I've asked them would they be able to send me my check by UPS they denied me for that.if a check was sent out I would of been gotten it.they also advised me that the check came back to them they are LIARS they need to figure out there lies because all calls are monitored and recorded unirush needs to tell the truth before they have a big lawsuit against them.I don't have to lie about anything and unirush advised me that my refund check went out on August 15 2016 and there's proof of the conversation. I knew that they was lying about they sent my check out on the 15 of August again I have proof of what they claim they sent my check out and come to find out that they still lying about the situation I'm giving it until August 23 before I take action against unirush for privacy acts for fabrication was never advised that my refund check went out on August 18,2016 I was advised that my refund check went out on August 15,2016.
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:
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. Rushcard claimed they called and left a voicemail. That is a lie. They texted me to call customer service and customer service knows nothing about the documents not being good. I have sent a snapshot of the order details from my [redacted] account. It has my name, the last four digits of my Rushcard number along with the original purchase price and the refund amount. The refund amount is much higher than the original purchase price. I purchased controllers for my computer. When I plugged one into my computer it shorted out the computer. The seller had agreed to replace the computer and therefor refunded $6440. I have sent four copies of the snapshot of the screen to your fax number. It is clearly from [redacted].com and clearly states the purchase price and the total refund amount. I have called the customer service number several times and get a different answer each time. Either that or I am disconnected or put on hold until I give up and call back again only to get another rep on the phone that is incapable of giving me a truthful answer. They refuse to give me a number or email address to the actual Rushcard company. In my eyes this is very shady business practice and I feel like I am being scammed. I have submitted a total of four full screen snapshots of the original purchase. If that is not good enough then I don't know what to tell you. One of your reps transferred me to [redacted] to have them mail me a copy of the original receipt. I did that, and [redacted] directed me to the same order detail page I sent you and told me to simply print it out.
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. Even though I eventually was able to get my funds out of my account, the time it took and the aggravation and problems it caused was not made any better with the free fee compensation they claim they will offer. I believe my well being and sanity is worth much more than that pitiful attempt at trying to passify anyone. I will never trust this company again and will do all I can to let othera know what a scam it is.
Regards,
[redacted]
Please stop saying it failed it didn't fail. I have provided proof that the transaction on both card did complete and that the available balance also reflected the 454.88 on the card that I transfered the money to. Please place my money on my card. I am attaching the [redacted] card transaction list show theb 454 completed , card [redacted] card transaction list with the 454 showing received and also the attaching the balance inquiry avail bal showing 454.88 available on the [redacted] card. 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]
December 17, 2015VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint #[redacted] Consumer:
[redacted]
[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 December 10, 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 RushCard would not
release duplicate authorizations held made on November 30, 2015 in the amount
of $386.19. On November 30, 2015 RushCard
received two authorization holds on [redacted] RushCard account ending in [redacted]
for $386.19 each. [redacted] was advised that a letter must
be faxed to us from the merchant w/customer's name, last 4 of card, amount,
date and time, statement instructing us to release the funds, name of contact,
direct phone and signature of person faxing from merchant. As of 12/9/2015 we had not received the MHR
letter from the merchant. Therefore the
authorization hold was released on the expiration date of December 11, 2015. On
December 11, 2015, A RushCard Corporate Customer Service Specialist contacted [redacted]
[redacted] and advised him of this information. We appreciate [redacted] feedback
and hope to provide a better understanding or the authorization process. Bill R.Corporate Customer Service
August 8, 2016 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 8/06/2016. 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 he couldn’t wait for a replacement card and needed access to the funds on his account. [redacted] also states that after failed attempts his online account was suspended. On August 3, 2016, [redacted] contacted RushCard customer service to advise that his online account was locked. [redacted] online account was unlocked on August 4, 2016, in addition a replacement card was expedited on August 3, 2016 once received [redacted] had full access to the funds on the RushCard account. A corporate customer service specialist attempted to contact [redacted] on August 8, 2016 to advise of the account information. Regards, RushCard Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
May 7, 2015
I have reviewed the document
attached to the Revdex.com rebuttal, this document is not signed. In my previous
responses as well as at the bottom of the dispute form, it states to fax the
completed form to ###-###-####. [redacted] will need to process the written
confirmation form properly in order to be reviewed for a provisional credit. Please
have [redacted] print the form, sign, and fax back as soon as possible.
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.
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 in subscribed multiple times correctly. The emails for the card go away for a day or two then resume as they once again have. Please remove my email address from this man's account. When I stop receiving emails for 6 days, I will accept a response to this Revdex.com complaint.
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
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. We will seek assistance from our attorney and reach out to our local Congress team here. You have yet to resolve this issue or offer any compensation for the "glitch" situation.
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. This information is false, I have not received any courtesy credit. The $25.00 that was credited to my account was MY money. I attempted to transfer $25.00 from my goals account and it never posted, it stayed pending for days. If you listen to the call when this transaction happened, and also view my accounts, you will see that I have only received what was already mine, nothing extra. Furthermore, we were advised that we would not be charged transaction fees after November 1st, and I was. They credited the fees back to be on 11/11/15, however, they took it right back.
Regards,
[redacted]
October 28,
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
November 17, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 9, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We worked around the
clock to resolve these problems. At this
time, our system is up and running and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You
to our cardholders for sticking with us, we have announced a Fee Holiday
beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
December 18, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint ID: [redacted]Consumer: [redacted]To Whom It May Concern:This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com® (“Revdex.com”) received from [redacted]. 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 he is missing $5.33 and
$6.00 from a transfer of $80.00. The complaint also states RushCard Customer
Service has not been able to resolve the issue. Per our previous response, [redacted] RushCard account
ending [redacted] had a negative balance when he initiated card to card transfers
between his two accounts. The card to
card transfers are as follows:Additionally, a $25.00 loyalty credit was issued to each
card on 12/01/2015. We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The attached email was the response that the company gave me, it is unacceptable and as of this point it is still unacceptable. Rush Card is a rip off they get people's money and the service to the customer is absolutely horrific. As of today they still have yet to handle the situation. They continue to give me no reason what so ever for why my case wasn't handled at its highest priority once there computers and system were up and running. They also didn't communicate with me like they said with a email when they were back up and running so no I do not accept there response
Regards,
[redacted]
Revdex.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE: [redacted] Complaint ID: [redacted] May 6, 2015 We received[redacted] complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and activity...
associated with financial cards. After reviewof [redacted] account the last deposit received was posted on 4/22/2015 with apay date of 4/24/2015. After further review I am showing [redacted] has a paydate of Thursday every week and RushCard posts her deposit a day prior. RushCardin the process of upgrading our Direct Deposit feature and transitioning it to[redacted]. As part of this transition we have sent notices to your employer (orthe originator of your deposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted]Please have[redacted] check with her payroll to validate the routing number and accountnumber her direct deposit was sent to, or see if a paper check was issued toher. As of today, we have not received a direct deposit to [redacted] oldaccount information, or her new. We sincerely apologize for the confusion andinconvenience this has caused. If [redacted] would like to speak with someonein the corporate office regarding more information, please have her call###-###-#### and press option 1. Weappreciate [redacted] feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]CustomerService Specialist
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.
Yes I do have access to my funds now but have only received 1 call from Rush during this entire ordeal. An additional $20 credit did not pay my late charge to my finance company and me not being able to access my funds on the first day does not constitute for it either. If RushCard takes their customers as serious as they say they do I should have received multiple calls trying to rectify this matter. I'm not asking for a handout but for them to compensate me for late fee I was billed due to their system malfunction. Once I can be reimburse for their errors I can consider this case closed. As of right now this case is still open because I have not received compensation.
Regards,
[redacted]
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard 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/.On November 5,
2015, [redacted] filed unauthorized transactions dispute regarding charges
that were made on her account. RushCard has not received the written signed unauthorized
dispute form back. As per the RushCard Cardholder Agreement, the dispute
process may take up to 45 to 90 days to investigate a claim. Once the
claim is final, [redacted] will receive a letter in the mail regarding the
outcome of her dispute. Additionally, RushCard issued a $25.00 courtesy credit 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
Today is Wednesday August 24,2016 I still haven't received my refund check it doesn't take that long. I contacted unirush again today August 24,2016 and now they are saying that the post office is responsible for my refund check I spoke with max in customer service at unirush a supervisor. There's still nothing in my mail box.Unirush financial services is lying none of that was said to me I've asked them would they be able to send me my check by UPS they denied me for that.if a check was sent out I would of been gotten it.they also advised me that the check came back to them they are LIARS they need to figure out there lies because all calls are monitored and recorded unirush needs to tell the truth before they have a big lawsuit against them.I don't have to lie about anything and unirush advised me that my refund check went out on August 15 2016 and there's proof of the conversation. I knew that they was lying about they sent my check out on the 15 of August again I have proof of what they claim they sent my check out and come to find out that they still lying about the situation I'm giving it until August 23 before I take action against unirush for privacy acts for fabrication was never advised that my refund check went out on August 18,2016 I was advised that my refund check went out on August 15,2016.
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:
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. Rushcard claimed they called and left a voicemail. That is a lie. They texted me to call customer service and customer service knows nothing about the documents not being good. I have sent a snapshot of the order details from my [redacted] account. It has my name, the last four digits of my Rushcard number along with the original purchase price and the refund amount. The refund amount is much higher than the original purchase price. I purchased controllers for my computer. When I plugged one into my computer it shorted out the computer. The seller had agreed to replace the computer and therefor refunded $6440. I have sent four copies of the snapshot of the screen to your fax number. It is clearly from [redacted].com and clearly states the purchase price and the total refund amount. I have called the customer service number several times and get a different answer each time. Either that or I am disconnected or put on hold until I give up and call back again only to get another rep on the phone that is incapable of giving me a truthful answer. They refuse to give me a number or email address to the actual Rushcard company. In my eyes this is very shady business practice and I feel like I am being scammed. I have submitted a total of four full screen snapshots of the original purchase. If that is not good enough then I don't know what to tell you. One of your reps transferred me to [redacted] to have them mail me a copy of the original receipt. I did that, and [redacted] directed me to the same order detail page I sent you and told me to simply print it out.
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. Even though I eventually was able to get my funds out of my account, the time it took and the aggravation and problems it caused was not made any better with the free fee compensation they claim they will offer. I believe my well being and sanity is worth much more than that pitiful attempt at trying to passify anyone. I will never trust this company again and will do all I can to let othera know what a scam it is.
Regards,
[redacted]
Please stop saying it failed it didn't fail. I have provided proof that the transaction on both card did complete and that the available balance also reflected the 454.88 on the card that I transfered the money to. Please place my money on my card. I am attaching the [redacted] card transaction list show theb 454 completed , card [redacted] card transaction list with the 454 showing received and also the attaching the balance inquiry avail bal showing 454.88 available on the [redacted] card. 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]
December 17, 2015VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint #[redacted] Consumer:
[redacted]
[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 December 10, 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 RushCard would not
release duplicate authorizations held made on November 30, 2015 in the amount
of $386.19. On November 30, 2015 RushCard
received two authorization holds on [redacted] RushCard account ending in [redacted]
for $386.19 each. [redacted] was advised that a letter must
be faxed to us from the merchant w/customer's name, last 4 of card, amount,
date and time, statement instructing us to release the funds, name of contact,
direct phone and signature of person faxing from merchant. As of 12/9/2015 we had not received the MHR
letter from the merchant. Therefore the
authorization hold was released on the expiration date of December 11, 2015. On
December 11, 2015, A RushCard Corporate Customer Service Specialist contacted [redacted]
[redacted] and advised him of this information. We appreciate [redacted] feedback
and hope to provide a better understanding or the authorization process. Bill R.Corporate Customer Service
August 8, 2016 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 8/06/2016. 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 he couldn’t wait for a replacement card and needed access to the funds on his account. [redacted] also states that after failed attempts his online account was suspended. On August 3, 2016, [redacted] contacted RushCard customer service to advise that his online account was locked. [redacted] online account was unlocked on August 4, 2016, in addition a replacement card was expedited on August 3, 2016 once received [redacted] had full access to the funds on the RushCard account. A corporate customer service specialist attempted to contact [redacted] on August 8, 2016 to advise of the account information. Regards, RushCard Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
May 7, 2015
I have reviewed the document
attached to the Revdex.com rebuttal, this document is not signed. In my previous
responses as well as at the bottom of the dispute form, it states to fax the
completed form to ###-###-####. [redacted] will need to process the written
confirmation form properly in order to be reviewed for a provisional credit. Please
have [redacted] print the form, sign, and fax back as soon as possible.
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
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 in subscribed multiple times correctly. The emails for the card go away for a day or two then resume as they once again have. Please remove my email address from this man's account. When I stop receiving emails for 6 days, I will accept a response to this Revdex.com complaint.
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 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
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. We will seek assistance from our attorney and reach out to our local Congress team here. You have yet to resolve this issue or offer any compensation for the "glitch" situation.
Regards,
[redacted]