July 28, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: July 28, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has been charged numerous frivolous ATM fees and she has notified RushCard several times to fix this. She also claims that RushCard fixed the error but she is still getting charged ATM fees. [redacted] called Rushcard customer service twice in May of 2016 and twice in July of 2016 regarding being charged for [redacted] ATM fees. [redacted] was advised that the issue was being forwarded for review. On July 28, 2016 after further review of [redacted] account, a credit of $47.50 was applied to her RushCard account for [redacted] ATM fees from March through May of 2016. A RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service us why here...
November 13, 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 worked
around the clock to resolve these problems.
At this time, our system is up and running and cardholders have access
to their funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. On October 19, 2015,
RushCard debited $874.25 from [redacted] account for the initial credit
issued of the direct deposit posted on 10/17/2015. On November 13, 2015, [redacted]
was issued a credit back for the debited amount.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 21, 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
February 24, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted]r on February 13, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she was told that her card was put on hold from a guy that claimed he was from RushCard corporate. [redacted] also stated that she received the same card number and the card does not work. [redacted] is requesting access to her funds. On January 30, 2017 [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her account. A Corporate Risk Analyst attempted to contact [redacted] and a text message was sent to the mobile number on the account that her RushCard was blocked. RushCard makes every effort to replace a customer** card in the event a card replacement is needed. We want to make this process as seamless as possible for our cardholders. We know and understand that funds availability and access to funds are essential. On February 10, 2017 [redacted] contact RushCard customer service and requested a new card be sent. On February 22, 2017 [redacted] called and spoke to a RushCard customer service agent, stating she is unable to activate her new card. [redacted] was advised that her issue has been escalated to get her card activated. On February 24, 2017 after review of [redacted] account show the replacement card sent was the same card number. A RushCard corporate specialist attempted to contact [redacted] to over to expedite her a replacement card and waive the fee or process and express cash for the available funds on her account. A detailed message was left for a callback. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 21,
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
February 13, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her sister completed a card to card transfer in error to a wrong account of hers. [redacted] would like the card to card transfer to be revered and her account credited back for the funds. Per the previous response on February 8, 2016 [redacted] contacted RushCard customer service regarding the funds transfer of $40.00 and stated that her account and asked for the funds to be transferred to her active account. [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her funds. In addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds. The RushCard agent advised they would send a new card out so they could do they could do the transfer. [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I still believe the company should face penalty for their actions, as this is not the first time the event has happened. No other bank would be allowed to make such drastic errors.
Regards,
[redacted]
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used to process an unauthorized payment to [redacted]. [redacted] stated she never authorized anyone to use her card. At this point the dispute is under investigations. Once dispute is finalized [redacted] will be notified by mail if the case has been approved or denied. A final credit will be issued by August 4th, 2016 if the case is approved. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter. Regards, RushCard Corporate Customer Service
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted]’ complaint states that she returned a $46.96 purchase to the merchant on October 7, 2015, but the funds were never applied back to her account. Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. Through further research the merchant did not process the credit for [redacted]’ return. There are two course of actions [redacted]’ would need to pursue. Speak with the merchant informing them they did not credit her account or file a dispute with RushCard that her credit was not received. We appreciate [redacted]’ feedback and sincerely apologize for the inconvenience this has caused. RushCard Corporate Customer Service
Because Kathy spoke with my Husband and the problem was not resolved, it wasnt nothing she could do, this is ridiculous for this to be such a prestigious company!!!
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE: [redacted]
May
7, 2015
We received [redacted]’ complaint
regarding her funds and the level of customer service received. RushCard logs
all customer contact and activity associated with financial cards.
I completely understand the
confusion [redacted] is experiencing with her account. I sincerely apologize that
[redacted] was informed that the settled transaction was an error that occurred.
[redacted] had a hold placed
on her account for the amount of the $202.00 ATM withdrawal transaction on
4/22/2015. The hold was removed a few days later on 4/24/2015 but
the transaction did not settle to the account until 4/29/2015. Transactions
usually settles within 2 business days from the merchant but there was a delay
in processing the transaction.
We apologize for the inconvenience that this may have caused and 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. To whom it may concern, The response that the agent gave is incorrect I was never informed that they needed a letter from the merchant saying that the funds were released if I had been informed that I would have got that letter from the merchant. I was told from several different people several different things however that was never one of them. it is correct the money has been funded back to my account however it was a long process that was dragged out and they are inconvenient to the point I had to hide out my car to keep from it being repoed. Since then I have tried to change my bank account information so my checks are no longer deposited there because this is very inconvenient to me and I do not want this to happen again. I have been a member with RushCard since 2007 and nothing like this has never happened and I really hate to leave them but with all the new changes the car just does not seem to be what I am looking for anymore. thank you
Regards,
[redacted]
Customer called 2/14/18 stating Unirush requested she send them a letter detailing the alleged fraudulent transactions, she did so and the business responded that their investigation concluded that the charges were valid and will not be removed. Customer has contacted her local police department and said they are looking into the matter. Customer would like more details regarding Unirush's investigation and their findings.
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 response from the company does not resolve my issues at all in my complaint. No one from rushcard has contacted me nor bothered to fix my account balance. Since filing this complaint I've only been able to get through to customer service one time at which I was told my account was being handled by corporate and someone would call me back, which still hasn't happened. I'm missing close to $400 from my account and all I'm being told is to check my transaction history that doesn't explain what happened to my funds. Due to this screw up, I now have money missing and was unable to use my card for several days which caused me to have my water services shut off with a $50 reconnect fee added to my account, I've missed several days of work for not being able to put gas in my car on top of the many other issues and late fees that this hardship has severly caused me. I want resolution other than a few waived fees, I want to be compensated for all my losses my money to be put back into my account asap.
Regards,
[redacted]
March 10, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on March 3, 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 she returned an item to the merchant and the funds were supposed to be refunded back to her RushCard account. [redacted] also stated that she filed a dispute regarding the transaction and was advised that a bill payment was due to be processed but she has not yet received it. On November 4, 2015, [redacted] filed an error allegation dispute for a transaction that was made. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate. On January 21, 2016, the error allegation dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigation. A bill payment was requested to be issued but due to an error that occurred [redacted] was unable to receive the bill payment. On March 10, 2016, a corporate customer service specialist attempted to contact [redacted] to issue express cash. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. RushCard Corporate Customer Service
February 9, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block. On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $4.04. The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched. RushCard has listened to the call records to review [redacted] complaint. It was also confirmed the complainants were fully educated of the timeframes for the cancellation process correct with no objection from either party. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]NO! I absolutely reject this! Below is a number I was told to call, but when you call it it doesn't ring and it goes to a busy signal, so once again it's a fake! If they are saying they cannot find a transaction for [redacted], then why do I have proof that they sent me to sign & return for a dispute? They deleted it off of my transaction history and they think they're going to steal from me and get away with it! It is under [redacted] NOT [redacted] which I corrected with you. Card ending in 3081 under email [email protected]. Please look at the picture I sent of the transaction dispute form (attached) sent by them to me along with this screenshot of the vm I received from the dispute Dept. If the transaction never happened, how did I get a dispute form?
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. On April 23, 2017, [redacted] provided documents that cable bill is indeed under [redacted] name and that she is responsible for the charges. Tell us why here...
July 28, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: July 28, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has been charged numerous frivolous ATM fees and she has notified RushCard several times to fix this. She also claims that RushCard fixed the error but she is still getting charged ATM fees. [redacted] called Rushcard customer service twice in May of 2016 and twice in July of 2016 regarding being charged for [redacted] ATM fees. [redacted] was advised that the issue was being forwarded for review. On July 28, 2016 after further review of [redacted] account, a credit of $47.50 was applied to her RushCard account for [redacted] ATM fees from March through May of 2016. A RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service us why here...
November 13, 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 worked
around the clock to resolve these problems.
At this time, our system is up and running and cardholders have access
to their funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. On October 19, 2015,
RushCard debited $874.25 from [redacted] account for the initial credit
issued of the direct deposit posted on 10/17/2015. On November 13, 2015, [redacted]
was issued a credit back for the debited amount.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 21, 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
February 24, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted]r on February 13, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she was told that her card was put on hold from a guy that claimed he was from RushCard corporate. [redacted] also stated that she received the same card number and the card does not work. [redacted] is requesting access to her funds. On January 30, 2017 [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her account. A Corporate Risk Analyst attempted to contact [redacted] and a text message was sent to the mobile number on the account that her RushCard was blocked. RushCard makes every effort to replace a customer** card in the event a card replacement is needed. We want to make this process as seamless as possible for our cardholders. We know and understand that funds availability and access to funds are essential. On February 10, 2017 [redacted] contact RushCard customer service and requested a new card be sent. On February 22, 2017 [redacted] called and spoke to a RushCard customer service agent, stating she is unable to activate her new card. [redacted] was advised that her issue has been escalated to get her card activated. On February 24, 2017 after review of [redacted] account show the replacement card sent was the same card number. A RushCard corporate specialist attempted to contact [redacted] to over to expedite her a replacement card and waive the fee or process and express cash for the available funds on her account. A detailed message was left for a callback. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 21,
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
February 13, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her sister completed a card to card transfer in error to a wrong account of hers. [redacted] would like the card to card transfer to be revered and her account credited back for the funds. Per the previous response on February 8, 2016 [redacted] contacted RushCard customer service regarding the funds transfer of $40.00 and stated that her account and asked for the funds to be transferred to her active account. [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her funds. In addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds. The RushCard agent advised they would send a new card out so they could do they could do the transfer. [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I still believe the company should face penalty for their actions, as this is not the first time the event has happened. No other bank would be allowed to make such drastic errors.
Regards,
[redacted]
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used to process an unauthorized payment to [redacted]. [redacted] stated she never authorized anyone to use her card. At this point the dispute is under investigations. Once dispute is finalized [redacted] will be notified by mail if the case has been approved or denied. A final credit will be issued by August 4th, 2016 if the case is approved. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter. Regards, RushCard Corporate Customer Service
Because I still didn't get my payroll check Dated may 22nd
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted]’ complaint states that she returned a $46.96 purchase to the merchant on October 7, 2015, but the funds were never applied back to her account. Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. Through further research the merchant did not process the credit for [redacted]’ return. There are two course of actions [redacted]’ would need to pursue. Speak with the merchant informing them they did not credit her account or file a dispute with RushCard that her credit was not received. We appreciate [redacted]’ feedback and sincerely apologize for the inconvenience this has caused. RushCard Corporate Customer Service
Because Kathy spoke with my Husband and the problem was not resolved, it wasnt nothing she could do, this is ridiculous for this to be such a prestigious company!!!
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE: [redacted]
May
7, 2015
We received [redacted]’ complaint
regarding her funds and the level of customer service received. RushCard logs
all customer contact and activity associated with financial cards.
I completely understand the
confusion [redacted] is experiencing with her account. I sincerely apologize that
[redacted] was informed that the settled transaction was an error that occurred.
[redacted] had a hold placed
on her account for the amount of the $202.00 ATM withdrawal transaction on
4/22/2015. The hold was removed a few days later on 4/24/2015 but
the transaction did not settle to the account until 4/29/2015. Transactions
usually settles within 2 business days from the merchant but there was a delay
in processing the transaction.
We apologize for the inconvenience that this may have caused and 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. To whom it may concern, The response that the agent gave is incorrect I was never informed that they needed a letter from the merchant saying that the funds were released if I had been informed that I would have got that letter from the merchant. I was told from several different people several different things however that was never one of them. it is correct the money has been funded back to my account however it was a long process that was dragged out and they are inconvenient to the point I had to hide out my car to keep from it being repoed. Since then I have tried to change my bank account information so my checks are no longer deposited there because this is very inconvenient to me and I do not want this to happen again. I have been a member with RushCard since 2007 and nothing like this has never happened and I really hate to leave them but with all the new changes the car just does not seem to be what I am looking for anymore. thank you
Regards,
[redacted]
Customer called 2/14/18 stating Unirush requested she send them a letter detailing the alleged fraudulent transactions, she did so and the business responded that their investigation concluded that the charges were valid and will not be removed. Customer has contacted her local police department and said they are looking into the matter. Customer would like more details regarding Unirush's investigation and their findings.
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 response from the company does not resolve my issues at all in my complaint. No one from rushcard has contacted me nor bothered to fix my account balance. Since filing this complaint I've only been able to get through to customer service one time at which I was told my account was being handled by corporate and someone would call me back, which still hasn't happened. I'm missing close to $400 from my account and all I'm being told is to check my transaction history that doesn't explain what happened to my funds. Due to this screw up, I now have money missing and was unable to use my card for several days which caused me to have my water services shut off with a $50 reconnect fee added to my account, I've missed several days of work for not being able to put gas in my car on top of the many other issues and late fees that this hardship has severly caused me. I want resolution other than a few waived fees, I want to be compensated for all my losses my money to be put back into my account asap.
Regards,
[redacted]
March 10, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on March 3, 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 she returned an item to the merchant and the funds were supposed to be refunded back to her RushCard account. [redacted] also stated that she filed a dispute regarding the transaction and was advised that a bill payment was due to be processed but she has not yet received it. On November 4, 2015, [redacted] filed an error allegation dispute for a transaction that was made. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate. On January 21, 2016, the error allegation dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigation. A bill payment was requested to be issued but due to an error that occurred [redacted] was unable to receive the bill payment. On March 10, 2016, a corporate customer service specialist attempted to contact [redacted] to issue express cash. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. RushCard Corporate Customer Service
February 9, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block. On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $4.04. The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched. RushCard has listened to the call records to review [redacted] complaint. It was also confirmed the complainants were fully educated of the timeframes for the cancellation process correct with no objection from either party. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]NO! I absolutely reject this! Below is a number I was told to call, but when you call it it doesn't ring and it goes to a busy signal, so once again it's a fake! If they are saying they cannot find a transaction for [redacted], then why do I have proof that they sent me to sign & return for a dispute? They deleted it off of my transaction history and they think they're going to steal from me and get away with it! It is under [redacted] NOT [redacted] which I corrected with you. Card ending in 3081 under email [email protected]. Please look at the picture I sent of the transaction dispute form (attached) sent by them to me along with this screenshot of the vm I received from the dispute Dept. If the transaction never happened, how did I get a dispute form?
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. On April 23, 2017, [redacted] provided documents that cable bill is indeed under [redacted] name and that she is responsible for the charges. Tell us why here...