June 9, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: June 6, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he & his wife have not gotten their $20 for the Refer a Friend program. [redacted] is requesting that the $20 be applied to both of their RushCard accounts. On June 6 2016 a RushCard corporate customer service specialist attempted contacted [redacted] to get clarification and to advise that the required information was not entered on the applications [redacted] submitted via the website. On June 7, 2016 [redacted] spoke to a RushCard corporate service specialist and was advised as courtesy, the $20 credit for the Refer a Friend program was applied to his RushCard account and his wife’s. RushCard considers this issue resolved. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on June 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.
The
account will remain closed and the partial tax refund direct deposit has been
reversed back to the IRS via paper check. The timeframe it will take to be
received is 8 to 10 weeks and at that time [redacted] will need to contact the
IRS at ###-###-####. There is no other information that can be provided to [redacted] regarding the RushCard account.
We appreciate [redacted] feedback and continuously review
our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to
resolving [redacted] issue.
August 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: August 21, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her card was closed without proper notification. [redacted] also states she was told a new card replacement needed to be processed. [redacted] would like her funds and compensation for the negative marks on her credit. Our records indicate that on August 18, 2017 a Risk analyst blocked [redacted] RushCard account as a precautionary measure to prevent any unauthorized transactions being made on her account. In addition, [redacted] also indicated to RushCard that she needed to update her address on file. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and Proof of Address dated within the last 30 days. As of date [redacted] has submitted a copy of her Driver’s License, Social Security Card and Proof of Address. RushCard is requesting a valid form of proof of address dated within the last 30 days. On August 22, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. We do apologize for the inconvenience this has caused. 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. I included additional info on previous emails and have not received a response. What os the status?
In [redacted] she states she file a dispute and has not heard back from RushCard. She is requesting a refund. Our records indicate on March 13, 2017, RushCard Disputes Department received email from [redacted] wanting to file a dispute. On March 21, [redacted] return the dispute form with more...
details. She confirmed she purchased merchandise from [redacted]; however, she never received the merchandise. At this time, [redacted]’s dispute is still under investigation. Chargebacks are sent to merchants requesting reversal of charge and must comply with 45 days or credit will be issued. [redacted] will contacted as soon as we get new information from merchant. Regard RushCard Corporate
March 29, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: March 28, 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 funds were taken out of her RushCard account twice for the same transaction. [redacted] also states she has already contact the merchant and they advised her the funds were released. [redacted] is requesting her money refunded to her account. On March 28, 2017 [redacted] contacted RushCard regarding the pending hold in the amount of $142.63 from [redacted]. [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. Our records indicate that the Merchant Hold Release letter has not been received from the merchant. On March 29, 2017 a RushCard corporate representative attempted to contact [redacted] to advise her that a letter was needed to release the pending hold prior to the expiration date that can take up to 35 days per the Cardholder Agreement [redacted] agreed to when she applied for the card. A detailed message was left for a callback. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 24, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer...
contact and
activity associated with financial cards.
We sincerely apologize and
understand [redacted] concern regarding her dispute. On 3/3/2015 [redacted]
filed a dispute for multiple transactions of a total of $120.84 that was made
on his account. All RushCard disputes are handled through our dedicated dispute
team and are worked in the order that they are received. I am showing we
received the written dispute form back from [redacted] on 3/9/2015.
[redacted] received a letter
stating that a credit will be posted to the account on 3/18/2015 but was never
applied. As of 4/22/2015 a credit for $120.84 has been applied to [redacted]
account. Once again we sincerely apologize for the inconvenience and the
frustration this has caused.
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.
June 9, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] [redacted] Complaint number: [redacted]...
Complaint date: June 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] complaint contends that his funds for $211.39 is being held by RushCard, and cannot be released. [redacted] also states he would like his funds credited back to his account and a credit applied due to the horrible customer service. On June 3, 2016 [redacted] contacted RushCard customer service regarding his merchant hold release for the amount of $211.39. On June 4, 2016 [redacted] spoke with a customer service representative and was advised that the merchant hold release letter needed to include direct contact information to be able to assist with releasing the pending hold. We were unable to speak with the direct contact representative directly. As of June 6, 2016 the pending hold for $211.39 has been released. On June 9, 2016, a corporate customer service specialist contacted [redacted] and advise him on the merchant hold release policy. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE: [redacted]
May
20, 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.
Per response, we completely
understand the confusion [redacted] is experiencing with her account. The $202.00
ATM transaction was a valid charge at the time when it was processed on
4/22/2015. The merchant has up to 120 days to settle on any transaction. The funds
on [redacted] account were available prior to the settlement of the transaction. As
a courtesy for the inconvenience, RushCard has waived two of the $5.95 monthly
fees for the months of April and May back to [redacted]’ account.
We appreciate [redacted]’ feedback
and once again we apologize for the inconvenience.
Regards,
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
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
This is also a screen shot from unirush as you see they never told me I had a negative they took money straight from balance on deposit 12/2/2015as a result of non payment of my insurance in November I was cancelled this is proof I had to repay them December 3rd to reinstate insurance documents can be provided they never sent progressive any money I can fax over documents
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not gotten my funds, yet others have who completed requirements after me. Some people are doing them today and receiving them. I am not happy about it.
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. On December 18, 2015, I advised the customer service representative from the Restitution Department that I had yet to receive any forms claimed to have been emailed to me. At which time, she resubmitted the email and it was received and promptly returned. Today on December 21, 2015 a representative did reach out to me regarding the documents sent in to resolve my Claim for Reimbursement on Late fees charged to me by the merchant. She advised that this matter could take up to 6 weeks to review and that I will receive an email with the results of the review. On December 18, 2015 during the same conversation, the representative confirmed that the Dispute department did receive my Error Dispute Form regarding the 852.99 that was never received by the merchant. She said that the Error Dispute team will take anywhere between 45-90 days to resolve.As identified above, there are two matters that need immediate resolution: 1. Error Dispute - 852.99 never received by the merchant since October 17th2. Claim for Reimbursement of Fees - $237 as of today has been charged to me by the merchant for non-payment as a result of #1(above)As I have expressed several times, this is a HOUSING PAYMENT. The merchant, by [redacted] State Law, is not obligated to wait for your resolution before deciding to evict me from the property for non-payment. This issue is damaging my credit and rental history. This issue is not at the fault of my own in any way what so ever but rather the fault of RushCard, [redacted] and whatever issues resulted in the system migration. A turn around of 6 weeks, 45 days, or 90 days is EXTREMELY UNACCEPTABLE and OUTRAGEOUS. This is a time sensitive matter which could result in legal ramifications if the merchant decides to take advantage of their right. This company has stripped me of my money, and potentially my home. There is a deadline of 12/31/2015 to have funds paid to the merchant. I need the amounts in question to be available in my account on or before 12/31/2015 in order for this complaint to be properly resolved. Any other outcome would be highly questionable, probably rejected, and escalated as deemed appropriate. The resolution to this matter has already been prolonged since October 17th. I have also provided all the necessary contact information to the merchant, their bank, and their payment processor. I have been able to contact all parties of the merchant ([redacted] Services) within a day without issues, delayed holds or any problem. Therefore, RushCard representatives should not need an excess of 5 days to correct their stupidity and errors. Resolve ASAP (not next month or next year, but ASAP)
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I did respond to this complaint previously on 11 - 20 - 2015 but by the email I received today I'm assuming that the Revdex.com did not receive it.The response to my complaint doesn't answer my questions, I need something personalized for my situation. My account was short by $100 when they went to reload the money back but I never received it. I was told when I called customer service that they will have to send it to corporate and receive it back in a week or two to get the credit put back on the account. It is now been almost a month and a half to two months and I still haven't received my hundred dollars. I need real answers.
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]
SUBMISSION: �...⇄ Revdex.com® 1 E. Fourth St Suite 600 Cincinnati Ohio 45202 Re: Complaint ID # [redacted] Consumer: [redacted] [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint ID. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] [redacted], on September 7, 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 she had 20 transactions of $50.00 each charged to her Rushcard Live account. [redacted] also states she was told that the pending transactions would be stopped. [redacted] would like to be refunded for the $1000 as promised on a recorded statement. On September 8, 2016, We made an outreach to [redacted] and informed that we have no record of her having an account with RushCard. RushCard Live is associated with [redacted] and all issues and inquiries are handled through [redacted]. We have provided [redacted] with the contact information for RushCard LIVE and [redacted] to inquire about her funds. We appreciate [redacted] feedback. RushCard Corporate Customer Service
October 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: October 3, 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 provided participating ATM locations within the [redacted] network and was unable to locate them according to locations provided. [redacted] is requesting ATM fees accessed on her account refunded. RushCard is provided a [redacted] ATM network in where customers are able to withdraw funds are not accessed fees. The network is provided and locations are provided via [redacted]’ website [redacted], we have located the addresses [redacted] has provided in her complaint and based on the website there should be participating [redacted] ATMs available. We are researching her claims of there not being an ATM machine at the locations provided. As a courtesy, however, we have refunded the ATM fees accessed to her account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
June 9, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: June 6, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he & his wife have not gotten their $20 for the Refer a Friend program. [redacted] is requesting that the $20 be applied to both of their RushCard accounts. On June 6 2016 a RushCard corporate customer service specialist attempted contacted [redacted] to get clarification and to advise that the required information was not entered on the applications [redacted] submitted via the website. On June 7, 2016 [redacted] spoke to a RushCard corporate service specialist and was advised as courtesy, the $20 credit for the Refer a Friend program was applied to his RushCard account and his wife’s. RushCard considers this issue resolved. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
July 22,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on June 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.
The
account will remain closed and the partial tax refund direct deposit has been
reversed back to the IRS via paper check. The timeframe it will take to be
received is 8 to 10 weeks and at that time [redacted] will need to contact the
IRS at ###-###-####. There is no other information that can be provided to [redacted] regarding the RushCard account.
We appreciate [redacted] feedback and continuously review
our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to
resolving [redacted] issue.
Regards,
Tyree T.
Corporate Customer Service
August 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: August 21, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her card was closed without proper notification. [redacted] also states she was told a new card replacement needed to be processed. [redacted] would like her funds and compensation for the negative marks on her credit. Our records indicate that on August 18, 2017 a Risk analyst blocked [redacted] RushCard account as a precautionary measure to prevent any unauthorized transactions being made on her account. In addition, [redacted] also indicated to RushCard that she needed to update her address on file. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and Proof of Address dated within the last 30 days. As of date [redacted] has submitted a copy of her Driver’s License, Social Security Card and Proof of Address. RushCard is requesting a valid form of proof of address dated within the last 30 days. On August 22, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. We do apologize for the inconvenience this has caused. 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. I included additional info on previous emails and have not received a response. What os the status?
Regards,
[redacted]
In [redacted] she states she file a dispute and has not heard back from RushCard. She is requesting a refund. Our records indicate on March 13, 2017, RushCard Disputes Department received email from [redacted] wanting to file a dispute. On March 21, [redacted] return the dispute form with more...
details. She confirmed she purchased merchandise from [redacted]; however, she never received the merchandise. At this time, [redacted]’s dispute is still under investigation. Chargebacks are sent to merchants requesting reversal of charge and must comply with 45 days or credit will be issued. [redacted] will contacted as soon as we get new information from merchant. Regard RushCard Corporate
March 29, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: March 28, 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 funds were taken out of her RushCard account twice for the same transaction. [redacted] also states she has already contact the merchant and they advised her the funds were released. [redacted] is requesting her money refunded to her account. On March 28, 2017 [redacted] contacted RushCard regarding the pending hold in the amount of $142.63 from [redacted]. [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. Our records indicate that the Merchant Hold Release letter has not been received from the merchant. On March 29, 2017 a RushCard corporate representative attempted to contact [redacted] to advise her that a letter was needed to release the pending hold prior to the expiration date that can take up to 35 days per the Cardholder Agreement [redacted] agreed to when she applied for the card. A detailed message was left for a callback. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
April 24, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer...
contact and
activity associated with financial cards.
We sincerely apologize and
understand [redacted] concern regarding her dispute. On 3/3/2015 [redacted]
filed a dispute for multiple transactions of a total of $120.84 that was made
on his account. All RushCard disputes are handled through our dedicated dispute
team and are worked in the order that they are received. I am showing we
received the written dispute form back from [redacted] on 3/9/2015.
[redacted] received a letter
stating that a credit will be posted to the account on 3/18/2015 but was never
applied. As of 4/22/2015 a credit for $120.84 has been applied to [redacted]
account. Once again we sincerely apologize for the inconvenience and the
frustration this has caused.
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
June 9, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] [redacted] Complaint number: [redacted]...
Complaint date: June 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] complaint contends that his funds for $211.39 is being held by RushCard, and cannot be released. [redacted] also states he would like his funds credited back to his account and a credit applied due to the horrible customer service. On June 3, 2016 [redacted] contacted RushCard customer service regarding his merchant hold release for the amount of $211.39. On June 4, 2016 [redacted] spoke with a customer service representative and was advised that the merchant hold release letter needed to include direct contact information to be able to assist with releasing the pending hold. We were unable to speak with the direct contact representative directly. As of June 6, 2016 the pending hold for $211.39 has been released. On June 9, 2016, a corporate customer service specialist contacted [redacted] and advise him on the merchant hold release policy. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE: [redacted]
May
20, 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.
Per response, we completely
understand the confusion [redacted] is experiencing with her account. The $202.00
ATM transaction was a valid charge at the time when it was processed on
4/22/2015. The merchant has up to 120 days to settle on any transaction. The funds
on [redacted] account were available prior to the settlement of the transaction. As
a courtesy for the inconvenience, RushCard has waived two of the $5.95 monthly
fees for the months of April and May back to [redacted]’ account.
We appreciate [redacted]’ feedback
and once again we apologize for the inconvenience.
Regards,
[redacted]
Customer
Service Specialist
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
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
This is also a screen shot from unirush as you see they never told me I had a negative they took money straight from balance on deposit 12/2/2015as a result of non payment of my insurance in November I was cancelled this is proof I had to repay them December 3rd to reinstate insurance documents can be provided they never sent progressive any money I can fax over documents
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not gotten my funds, yet others have who completed requirements after me. Some people are doing them today and receiving them. I am not happy about it.
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. On December 18, 2015, I advised the customer service representative from the Restitution Department that I had yet to receive any forms claimed to have been emailed to me. At which time, she resubmitted the email and it was received and promptly returned. Today on December 21, 2015 a representative did reach out to me regarding the documents sent in to resolve my Claim for Reimbursement on Late fees charged to me by the merchant. She advised that this matter could take up to 6 weeks to review and that I will receive an email with the results of the review. On December 18, 2015 during the same conversation, the representative confirmed that the Dispute department did receive my Error Dispute Form regarding the 852.99 that was never received by the merchant. She said that the Error Dispute team will take anywhere between 45-90 days to resolve.As identified above, there are two matters that need immediate resolution: 1. Error Dispute - 852.99 never received by the merchant since October 17th2. Claim for Reimbursement of Fees - $237 as of today has been charged to me by the merchant for non-payment as a result of #1(above)As I have expressed several times, this is a HOUSING PAYMENT. The merchant, by [redacted] State Law, is not obligated to wait for your resolution before deciding to evict me from the property for non-payment. This issue is damaging my credit and rental history. This issue is not at the fault of my own in any way what so ever but rather the fault of RushCard, [redacted] and whatever issues resulted in the system migration. A turn around of 6 weeks, 45 days, or 90 days is EXTREMELY UNACCEPTABLE and OUTRAGEOUS. This is a time sensitive matter which could result in legal ramifications if the merchant decides to take advantage of their right. This company has stripped me of my money, and potentially my home. There is a deadline of 12/31/2015 to have funds paid to the merchant. I need the amounts in question to be available in my account on or before 12/31/2015 in order for this complaint to be properly resolved. Any other outcome would be highly questionable, probably rejected, and escalated as deemed appropriate. The resolution to this matter has already been prolonged since October 17th. I have also provided all the necessary contact information to the merchant, their bank, and their payment processor. I have been able to contact all parties of the merchant ([redacted] Services) within a day without issues, delayed holds or any problem. Therefore, RushCard representatives should not need an excess of 5 days to correct their stupidity and errors. Resolve ASAP (not next month or next year, but ASAP)
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I did respond to this complaint previously on 11 - 20 - 2015 but by the email I received today I'm assuming that the Revdex.com did not receive it.The response to my complaint doesn't answer my questions, I need something personalized for my situation. My account was short by $100 when they went to reload the money back but I never received it. I was told when I called customer service that they will have to send it to corporate and receive it back in a week or two to get the credit put back on the account. It is now been almost a month and a half to two months and I still haven't received my hundred dollars. I need real answers.
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]
September 8, 2016 VIA ONLINE...
SUBMISSION: �...⇄ Revdex.com® 1 E. Fourth St Suite 600 Cincinnati Ohio 45202 Re: Complaint ID # [redacted] Consumer: [redacted] [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint ID. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] [redacted], on September 7, 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 she had 20 transactions of $50.00 each charged to her Rushcard Live account. [redacted] also states she was told that the pending transactions would be stopped. [redacted] would like to be refunded for the $1000 as promised on a recorded statement. On September 8, 2016, We made an outreach to [redacted] and informed that we have no record of her having an account with RushCard. RushCard Live is associated with [redacted] and all issues and inquiries are handled through [redacted]. We have provided [redacted] with the contact information for RushCard LIVE and [redacted] to inquire about her funds. We appreciate [redacted] feedback. RushCard Corporate Customer Service
October 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: October 3, 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 provided participating ATM locations within the [redacted] network and was unable to locate them according to locations provided. [redacted] is requesting ATM fees accessed on her account refunded. RushCard is provided a [redacted] ATM network in where customers are able to withdraw funds are not accessed fees. The network is provided and locations are provided via [redacted]’ website [redacted], we have located the addresses [redacted] has provided in her complaint and based on the website there should be participating [redacted] ATMs available. We are researching her claims of there not being an ATM machine at the locations provided. As a courtesy, however, we have refunded the ATM fees accessed to her account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service