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 tried calling and am still on hold for 30 minutes before getting hung up on. When I finally spoke with someone they said they would call me back once they posted. Haven't recvd a call. And as for waiving the fee. I didn't ask for a new card. So why would I be charged for y'all replacing a card for an account y'all allowed fraud on.
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. what about the money I am missing from referrals?? I believe this is the purpose of closing my account in which in my opinion is not far. I follow yall instruction for referring someone and I had a list of people and now your telling me that I am not intitle to that money, I feel that that is fraud and you all need to compensate me for my referrals because their is n olegitimate reason for the termination of my account.
Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 27, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 5, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 16, 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 on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account. [redacted] also states that the cash load was not credited to her account. [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load. Per previous response on November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. RushCard is not showing a declined transaction from [redacted]. Since we have not received the cash load [redacted] will need to revert back to the vendor ([redacted]) and file a claim regarding the missing load. RushCard will complete an internal investigation regarding any transaction declines from [redacted]. RushCard will provide the findings from our internal investigation when completed. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. 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] Attn: [redacted], Revdex.comWe are miffed that this entity will for the fifth or sixth time request the information from us and once sent to them by you, and not only refuse to release funds , but again give us the runaround. We proposed that this entity pick a Bank [[redacted] Bank whom they advertise as affiliated] our credit union or a Law Firm in [redacted] [at their cost}. To mediate this situation, which has gone on for over a year. Thank You
[redacted] reversed the payment June 28th which means rush card took my money & wont return it I've sent copies of the email from [redacted] sayin they reversed the payment
August 16, 2016VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com®...
(“Revdex.com”) received from [redacted], on August 11,2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint states that RushCard refuse to post her direct deposit to her RushCard account. On December 30, 2015, RushCard received a direct deposit in the amount of $608.00. The direct deposit in question was received by RushCard on 08/10/2016. All direct deposits received must match on several identification criteria before they are posted to a customer** account due to the increase in online banking fraud and to meet OFAC requirements. The direct deposit did not meet our requirements and in turn was returned back to the remitter. The direct deposit was returned back to the remitter due to a third party deposit as it relates to name the direct deposit came thru as Simmons as the name (Simmons does not match our records) our system recognized it as a third party deposit. Per RushCard Cardholder Agreement, RushCard do not accept third party direct deposits. [redacted] contacted RushCard customer service and was advised that the direct deposit was returned and will take 3-5 business days for the remitter to receive it. At this time [redacted] will need to contact the remitter in order to retrieve the funds and to update her account information to prevent a delay in her future deposits. We appreciate [redacted] feedback and continuously review our process to provide a convenient and secure financial option for our card holders.RushCard Corporate Customer Service
[redacted] dispute was denied due to no error occurring. This was determined based on the fact that [redacted] RushCard was never out of her possession and the PIN on the account was never reset. The document [redacted] received with the letter dated May 24, 2016 shows that a new card was issued on April 14, 2016 and the PIN was changed on the account on April 25, 2016. No new cards were issued and no PIN changes were made prior to the disputed transactions.
June 2, 2015VIA ONLINE SUBMISSION:Revdex.com®7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 May 27, 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 has not provided an update concerning her error allegation dispute filed on February 25, 2015 for multiple charges in the amount of $191.98. [redacted] is requesting to receive the funds in a timely manner.On February 25, 2015 [redacted] filed an error allegation dispute regarding multiple charges on her account in the amount of $191.98. Due to the type of dispute that [redacted] filed, she was not entitled to a provisional credit. On June 2, 2015, [redacted] error allegation dispute was decided in her favor and a final credit of $191.98 was issued to her account. A RushCard Corporate Customer Service Specialist contacted [redacted] to advise her of the outcome of the investigation. A letter has been sent to the address on the account notifying [redacted] of the resolution. The error allegation dispute has been closed, and as such we consider this matter resolved. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Tyree T.Corporate Customer Service
January 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 31, 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 called on December 23,2016 to let RushCard know her balance was incorrect. [redacted] states she was told her situation would be handled in 24-48 hours and her balance is still not correct. [redacted] would like the balance corrected on her RushCard account. [redacted] also due to the Pre-autorization for funds from [redacted] and the release time frame is requesting a $ 30.00 late fee and reinstatement fee of $100 for their electric utilities. On December 23, 2016 [redacted] contacted RushCard customer service regarding the pending hold on her account of $435.47 from [redacted]. [redacted] spoke to a customer service agent that advised her that the pending hold amount was a pre-authorization and that when the transaction settled it would then reflect the actual amount of the transaction. As of January 3,2017, the pending hold for $435.47 has been automatically released. On January 3,2017, we attempted to contact [redacted] to advise of the following information. A Pre-authorization is a transaction that a customer and merchant agree upon but requires a settlement or release from the merchant. The Payment Card Industry (PCI) regulations states a hold for an authorization return to be up to 10 business days if a merchant has not sent a request electronically to release the agreed upon funds. We at RushCard do attempt to work with the merchant and customer to resolve holds sooner if possible but that is not guaranteed prior to the 10 business day release. RushCard did receive an email from [redacted] on December 28th that showed [redacted] had agreed upon a release email dated as of 12/28/16. Rushcard received that email later that day. We released on the 8th business day which was 1/3/16 once we reviewed the documentation sent by [redacted]. Unfortunately, we are not responsible for the hold on the account as it was an agreed upon transaction between [redacted] and the merchant [redacted], that was released before the standard time frame of the PCI. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
April 10,2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 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 April 1, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charged ATM withdrawal fees of $2.50 and 5 ATM fees of $.50 each. [redacted] would like a refund for the ATM fees due to the transactions were in network. On April 5, 2017, a corporate customer service representative attempted to contact [redacted] to obtain additional information regarding the ATM fees. Please note that RushCard cannot waive any additional ATM fees that were assessed in 2014. There were ATM fees waived on July 21, 2014 no other fees will be waived on the account from 2014. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 25, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint *ate: January 24, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed. Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $101.94. [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and conditions of the services. All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, 2018 which at that time the provisional credit was remove* from the cardholders account. [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, 2018. Sincerely, RushCard Corporate Customer Service
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. In [redacted] complaint, she states RushCard did not flag her account when a sequence on unauthorized transactions posted to her account. She said she filed an unauthorized dispute totaling $1502.00, she was told she will get a refund with ten business day; however, she has yet to receive any refund. Our record indicates on March 6, 2017, [redacted] filed an unauthorized dispute on four ATM transactions, posted on February 24th, 2017, totaling $ 1,491.80. On March 17, 2017, [redacted] claim was denied, [redacted] claimed her card was in her possession when the occurred and the pin was memorized and not shared. We found no pin changes or invalid pin attempts.
August 7, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her RushCard expired and that her replacement card was sent to her old address. [redacted] would like this issue resolved and requests to have [redacted] to access her funds. [redacted] also states she needs her funds on her RushCard account. Our records indicate that [redacted] card ending in [redacted] that was processed on August 3, 2017 was sent to the address of: [redacted]. [redacted] has full access to the funds on her RushCard account. We processed an express cash for the remaining funds on the account and advised [redacted] that she could pick up the funds today. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
January 17, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th Ste. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, 2017 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] states in her complaint that she had a charge for 52.33 from [redacted] on her RushCard account. [redacted] indicates she does not have an account with [redacted] wants a refund for the transaction. RushCard has reviewed [redacted] account. The account does not reflect a [redacted] transaction. [redacted] will need to determine the correct transaction details to file a dispute for the transaction. Once the account transactions are reviewed and if the balance does not coincide with [redacted] records, then a dispute may be filed on that specific transaction. Please note the name on the RushCard account ending in [redacted] is [redacted]. The response to this complaint is listed with the name RushCard has on file. On January 9, 2017 a corporate resolution specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. RushCard Corporate Customer Service
December 15, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: December 5, 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] McDaniel’s complaint contends that her funds for $239.56 is being held on her RushCard account from [redacted] is requesting her funds be put back on her RushCard. On December 5, 2016 [redacted] contacted RushCard regarding her merchant hold release. [redacted] spoke to a customer service agent that advised her that a Merchant Hold Release letter is needed to assist with releasing the pending hold. The Merchant Hold Release letter has not been received from the merchant. As of December 15, 2016, the pending hold for $239.56 has been automatically released. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Ser
October 20,
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.
Rushcard continues to be very difficult to get in touch with (see attached screenshot from phone), hold times in excess of 3.5 hours are unacceptable. A fee holiday does not make up for the fact that not only have I not been able to access my money. But also I now have fraudulent charges on my card and every time I reach out to them (hours on hold) there is another step that needs to be taken. I have called Rushcard daily for almost a week now trying to resolve this. I was told to order a replacement card (which I did). Then I was told to fill out a form to dispute the charges so I could receive a provisional credit for the amounts charged (which I did). After disputing the charges...Rushcard listed my new card as lost/stolen (I haven't even received it yet). So IF they put the money on the new card...it has now been cancelled. All of this is cumbersome, confusing and as of today 10/30/2015...I still am having difficulty with my account and reaching Rushcard customer service. I DO NOT accept their standard email response. It doesn't do anything to resolve my issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have tried calling and am still on hold for 30 minutes before getting hung up on. When I finally spoke with someone they said they would call me back once they posted. Haven't recvd a call. And as for waiving the fee. I didn't ask for a new card. So why would I be charged for y'all replacing a card for an account y'all allowed fraud on.
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. what about the money I am missing from referrals?? I believe this is the purpose of closing my account in which in my opinion is not far. I follow yall instruction for referring someone and I had a list of people and now your telling me that I am not intitle to that money, I feel that that is fraud and you all need to compensate me for my referrals because their is n olegitimate reason for the termination of my account.
Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 27, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 5, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 16, 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 on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account. [redacted] also states that the cash load was not credited to her account. [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load. Per previous response on November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. RushCard is not showing a declined transaction from [redacted]. Since we have not received the cash load [redacted] will need to revert back to the vendor ([redacted]) and file a claim regarding the missing load. RushCard will complete an internal investigation regarding any transaction declines from [redacted]. RushCard will provide the findings from our internal investigation when completed. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. 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] Attn: [redacted], Revdex.comWe are miffed that this entity will for the fifth or sixth time request the information from us and once sent to them by you, and not only refuse to release funds , but again give us the runaround. We proposed that this entity pick a Bank [[redacted] Bank whom they advertise as affiliated] our credit union or a Law Firm in [redacted] [at their cost}. To mediate this situation, which has gone on for over a year. Thank You
[redacted] reversed the payment June 28th which means rush card took my money & wont return it I've sent copies of the email from [redacted] sayin they reversed the payment
August 16, 2016VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com®...
(“Revdex.com”) received from [redacted], on August 11,2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint states that RushCard refuse to post her direct deposit to her RushCard account. On December 30, 2015, RushCard received a direct deposit in the amount of $608.00. The direct deposit in question was received by RushCard on 08/10/2016. All direct deposits received must match on several identification criteria before they are posted to a customer** account due to the increase in online banking fraud and to meet OFAC requirements. The direct deposit did not meet our requirements and in turn was returned back to the remitter. The direct deposit was returned back to the remitter due to a third party deposit as it relates to name the direct deposit came thru as Simmons as the name (Simmons does not match our records) our system recognized it as a third party deposit. Per RushCard Cardholder Agreement, RushCard do not accept third party direct deposits. [redacted] contacted RushCard customer service and was advised that the direct deposit was returned and will take 3-5 business days for the remitter to receive it. At this time [redacted] will need to contact the remitter in order to retrieve the funds and to update her account information to prevent a delay in her future deposits. We appreciate [redacted] feedback and continuously review our process to provide a convenient and secure financial option for our card holders.RushCard Corporate Customer Service
[redacted] dispute was denied due to no error occurring. This was determined based on the fact that [redacted] RushCard was never out of her possession and the PIN on the account was never reset. The document [redacted] received with the letter dated May 24, 2016 shows that a new card was issued on April 14, 2016 and the PIN was changed on the account on April 25, 2016. No new cards were issued and no PIN changes were made prior to the disputed transactions.
June 2, 2015VIA ONLINE SUBMISSION:Revdex.com®7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 May 27, 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 has not provided an update concerning her error allegation dispute filed on February 25, 2015 for multiple charges in the amount of $191.98. [redacted] is requesting to receive the funds in a timely manner.On February 25, 2015 [redacted] filed an error allegation dispute regarding multiple charges on her account in the amount of $191.98. Due to the type of dispute that [redacted] filed, she was not entitled to a provisional credit. On June 2, 2015, [redacted] error allegation dispute was decided in her favor and a final credit of $191.98 was issued to her account. A RushCard Corporate Customer Service Specialist contacted [redacted] to advise her of the outcome of the investigation. A letter has been sent to the address on the account notifying [redacted] of the resolution. The error allegation dispute has been closed, and as such we consider this matter resolved. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Tyree T.Corporate Customer Service
January 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 31, 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 called on December 23,2016 to let RushCard know her balance was incorrect. [redacted] states she was told her situation would be handled in 24-48 hours and her balance is still not correct. [redacted] would like the balance corrected on her RushCard account. [redacted] also due to the Pre-autorization for funds from [redacted] and the release time frame is requesting a $ 30.00 late fee and reinstatement fee of $100 for their electric utilities. On December 23, 2016 [redacted] contacted RushCard customer service regarding the pending hold on her account of $435.47 from [redacted]. [redacted] spoke to a customer service agent that advised her that the pending hold amount was a pre-authorization and that when the transaction settled it would then reflect the actual amount of the transaction. As of January 3,2017, the pending hold for $435.47 has been automatically released. On January 3,2017, we attempted to contact [redacted] to advise of the following information. A Pre-authorization is a transaction that a customer and merchant agree upon but requires a settlement or release from the merchant. The Payment Card Industry (PCI) regulations states a hold for an authorization return to be up to 10 business days if a merchant has not sent a request electronically to release the agreed upon funds. We at RushCard do attempt to work with the merchant and customer to resolve holds sooner if possible but that is not guaranteed prior to the 10 business day release. RushCard did receive an email from [redacted] on December 28th that showed [redacted] had agreed upon a release email dated as of 12/28/16. Rushcard received that email later that day. We released on the 8th business day which was 1/3/16 once we reviewed the documentation sent by [redacted]. Unfortunately, we are not responsible for the hold on the account as it was an agreed upon transaction between [redacted] and the merchant [redacted], that was released before the standard time frame of the PCI. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
April 10,2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 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 April 1, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charged ATM withdrawal fees of $2.50 and 5 ATM fees of $.50 each. [redacted] would like a refund for the ATM fees due to the transactions were in network. On April 5, 2017, a corporate customer service representative attempted to contact [redacted] to obtain additional information regarding the ATM fees. Please note that RushCard cannot waive any additional ATM fees that were assessed in 2014. There were ATM fees waived on July 21, 2014 no other fees will be waived on the account from 2014. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 25, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint *ate: January 24, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed. Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $101.94. [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and conditions of the services. All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, 2018 which at that time the provisional credit was remove* from the cardholders account. [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, 2018. Sincerely, RushCard Corporate Customer Service
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. In [redacted] complaint, she states RushCard did not flag her account when a sequence on unauthorized transactions posted to her account. She said she filed an unauthorized dispute totaling $1502.00, she was told she will get a refund with ten business day; however, she has yet to receive any refund. Our record indicates on March 6, 2017, [redacted] filed an unauthorized dispute on four ATM transactions, posted on February 24th, 2017, totaling $ 1,491.80. On March 17, 2017, [redacted] claim was denied, [redacted] claimed her card was in her possession when the occurred and the pin was memorized and not shared. We found no pin changes or invalid pin attempts.
August 7, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her RushCard expired and that her replacement card was sent to her old address. [redacted] would like this issue resolved and requests to have [redacted] to access her funds. [redacted] also states she needs her funds on her RushCard account. Our records indicate that [redacted] card ending in [redacted] that was processed on August 3, 2017 was sent to the address of: [redacted]. [redacted] has full access to the funds on her RushCard account. We processed an express cash for the remaining funds on the account and advised [redacted] that she could pick up the funds today. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
January 17, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th Ste. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, 2017 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] states in her complaint that she had a charge for 52.33 from [redacted] on her RushCard account. [redacted] indicates she does not have an account with [redacted] wants a refund for the transaction. RushCard has reviewed [redacted] account. The account does not reflect a [redacted] transaction. [redacted] will need to determine the correct transaction details to file a dispute for the transaction. Once the account transactions are reviewed and if the balance does not coincide with [redacted] records, then a dispute may be filed on that specific transaction. Please note the name on the RushCard account ending in [redacted] is [redacted]. The response to this complaint is listed with the name RushCard has on file. On January 9, 2017 a corporate resolution specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. RushCard Corporate Customer Service
December 15, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: December 5, 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] McDaniel’s complaint contends that her funds for $239.56 is being held on her RushCard account from [redacted] is requesting her funds be put back on her RushCard. On December 5, 2016 [redacted] contacted RushCard regarding her merchant hold release. [redacted] spoke to a customer service agent that advised her that a Merchant Hold Release letter is needed to assist with releasing the pending hold. The Merchant Hold Release letter has not been received from the merchant. As of December 15, 2016, the pending hold for $239.56 has been automatically released. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Ser
October 20,
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.
Rushcard continues to be very difficult to get in touch with (see attached screenshot from phone), hold times in excess of 3.5 hours are unacceptable. A fee holiday does not make up for the fact that not only have I not been able to access my money. But also I now have fraudulent charges on my card and every time I reach out to them (hours on hold) there is another step that needs to be taken. I have called Rushcard daily for almost a week now trying to resolve this. I was told to order a replacement card (which I did). Then I was told to fill out a form to dispute the charges so I could receive a provisional credit for the amounts charged (which I did). After disputing the charges...Rushcard listed my new card as lost/stolen (I haven't even received it yet). So IF they put the money on the new card...it has now been cancelled. All of this is cumbersome, confusing and as of today 10/30/2015...I still am having difficulty with my account and reaching Rushcard customer service. I DO NOT accept their standard email response. It doesn't do anything to resolve my issue.
Regards,
[redacted]