October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 10, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 6, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has not gotten credit for another $30 expedited fee. [redacted] is requesting the fee be credited to her account. On 11/7/17 as a courtesy the additional expedited was refunded to [redacted] account. On November 10, 2017 a RushCard corporate resolution specialist contacted [redacted] to advise her of this information. She indicated that this was satisfactory. We appreciate [redacted] feedback. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only because my funds were refunded. I will never suggest this company to anyone as the process to even get refunded was deplorable and certainly served as a reminder as to why I shut down my account.
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 June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same day. I had just come back from [redacted], paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance was. Once I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediately. According to Rushcard, my funds are protected from unauthorized transactions under the [redacted] zero liability security policy and they are FDIC-insured through [redacted], Member FDIC. With their reliable fraud prevention services, I am protected from unauthorized use of my card or account information. With the [redacted] Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safe. My money was stolen from me and it appears this doesn't apply to me. There are red flags that happened on the account that are out of my normal account activity. The perpetrator did a balance inquiry right before pulling the funds leaving my balance at $36.55 then did one more balance inquiry. Using the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amounts. I've been with rush for many yearsRegards,[redacted]
On June 06, 2016, [redacted] contacted UniRush to file a dispute for two unauthorized transactions, which posted to his RushCard account from [redacted] in [redacted] for $71.76 and [redacted] for $559.35. [redacted] claimed his RushCard had been in his possession. And based on the information gathered, the investigation is still in process. RushCard has reached out to [redacted] via chargeback and will have a resolution by September 17th, 2016. We appreciate [redacted] Feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
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 is once again telling a BOLD FACED LIE!!! These charges were NOT in fact made by me! Where is the proof? In fact Rush card these fraudsters had ALL of my personal information in order to process these transactions. My telephone number, email address, home address, credit card/ bank information, and I do not know what else possibly. Rushcard and it's affiliates has sent over the same EXACT response they sent over about 2 weeks to you guys at Revdex.com. I still have yet to receive a "denial letter" and why is my claim being denied when clearly through supported documentation I submitted dispute forms in a timely manner within 10 business days of me receiving the paperwork. RushCard has even taken the initiative to suspend my account without justification nor without my authorization! I have NEVER approved of this. Please see attached screen shot along with the date. I have ACH automatic debits going to that account and direct deposits so why would you guys suspend my account?? Now I have to have things sent elsewhere to another account. So ironic right and SUDDENLY! I did nothing wrong to your company! I need my money provided back into my account!!! 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]
January 12, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 29, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, [redacted] account records indicate that she engaged in transactions on 10/12/2015, until such expenditures left her account carrying a balance of $0.00. RushCard records show that there was no error that occurred on [redacted] account at the time of the conversion, therefore no compensation will be provided to the account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
December 5, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID:...
[redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she tried to use her card on November 29, 2017 and that her card was declined as expired. [redacted] also states she was advised that there was nothing else that could be done, the card would need to be replaced. [redacted] also stated that she was advised to update her address via her online account. [redacted] would like access to her funds Our records indicate that on November 29, 2017 [redacted] contacted RushCard customer service to advise her card was expired and that she needed the funds on the account. [redacted] then requested a replacement card to be sent to her new address. [redacted] was advised to change her address online. Due to the card status being returned, documentation was requested from [redacted] to update the address on file. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] to assist with her request for an address change and a replacement card. [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. To date, the only documentation that was submitted was [redacted] Identification card. The additional documentation is still needed on the account. On December 5, 2017 a RushCard corporate specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she contacted RushCard to file disputes on transactions she did not make. She said she called the next day and was told she will not get provisional credit until February 08, 2017. She says she has kids and bills to pay. She is asking for the funds to be return into her account. On January 10th, 2017, RushCard records shows [redacted] filed an unauthorized dispute on transactions posted from January 3rd through January 9th, totaling $200.12. She claimed her card has been in her possession throughout the entire time. Currently, [redacted] account is under review, and because her account is new provision credit will be issued on or before February 6th, 2017. Regards, RushCard Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:Revdex.com...
...⇄ 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] ([redacted]) Complaint number: [redacted] Complaint date: November 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 19,
2015, [redacted] filed an unauthorized transaction dispute regarding a $100.74
that was made on her RushCard account. RushCard received the signed unauthorized
transaction dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. Once the claim is final, [redacted] will receive a letter in the mail
regarding the outcome of her dispute. We
appreciate [redacted] feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
question. We will provide notification on the resolution.
RushCard 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. [redacted]I would like Rush Card to pay me back my $61.00 that I had to go out and borrow because I could purchase from my own money. I had to go and get a loan on my very own laptop just too make ends meet. I think this fair since no one could properly handle my issue over the weekend. The service I received was totally under acceptable.[redacted]
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've shown proof my $700 was transferred into my rush goals and I've asked to speak with the last agent's supervisor! This glitch caused a major strain on us and others and I would like my money refunded asap. This back and forth has carried on since October and it's now January 2016. I want a satisfactory resolution so that I may close the loop on this. I've been loyal since January 2004 and still have remained a customer! Is this how you treat loyal customers today?
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: 10859589 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
March 16,
2016
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 Melissa Pierceon
March 15, 2016. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted] complaint contends that he never
received the replacement card. [redacted]
also stated that he would like to have access to the funds on his account. [redacted] would like to have the remaining
funds transferred to his active account.
On February
29, 2016 [redacted] contacted RushCard customer service to request a replacement
card for the account ending in [redacted] which was expiring. A customer service representative issued a
replacement card on [redacted] account and the replacement card was not
processed. [redacted] never received the
replacement card, which resulted in a call on March 2, 2016. Due to a related system error, a new RushCard
could not be generated for [redacted] and he was advised that his previous card
encountered an error with processing the expedited replacement card. On March 16, 2016, a corporate customer
service specialist contacted [redacted] to advise that his funds were
transferred to his active card ending 7184.
We appreciate [redacted] feedback
and sincerely apologize
for the substandard customer service she received when contacting RushCard
Customer Service. Our goal is to provide financial convenience supported by
reliable customer service.
Regards,
Satoyra H.
Corporate Customer Service
August 1, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on July 15, 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 RushCard froze his account. [redacted] states that he has submitted documents and RushCard still has not sent him his funds. [redacted] would like the funds on his RushCard account. Per previous on June 30, 2015 [redacted] account was closed due to a Bank closure. This being the case documentation is required on the account. [redacted] was asked to submit a copy of his Government Issued Identification, proof of address and a copy of his social security card. As of date RushCard is requesting a copy of [redacted] inmate card. A RushCard corporate customer service specialist spoke with [redacted] on July 26, 2017 to advise of this information. If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####). Regards, Corporate Customer Service
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted], on October 1, 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 pertains that RushCard
processed a replacement card and charged her a $30.00 expedited card fee to her
account. [redacted] also stated that she was provided with conflicting
information and would like for the $30.00 expedited card fee to be refunded.
On September 16, 2015, [redacted] contacted RushCard
customer service regarding an unauthorized transaction being made on her
account. A replacement card was processed
via expedited delivery with a $30.00 fee. On October 2, 2015, a RushCard Customer Service Specialist contacted [redacted] to
advise that the $30.00 expedited card fee had been refunded to her account.
We appreciate [redacted]
feedback and sincerely
apologize for the substandard customer service he received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable 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]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 10, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 6, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has not gotten credit for another $30 expedited fee. [redacted] is requesting the fee be credited to her account. On 11/7/17 as a courtesy the additional expedited was refunded to [redacted] account. On November 10, 2017 a RushCard corporate resolution specialist contacted [redacted] to advise her of this information. She indicated that this was satisfactory. We appreciate [redacted] feedback. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only because my funds were refunded. I will never suggest this company to anyone as the process to even get refunded was deplorable and certainly served as a reminder as to why I shut down my account.
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 June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same day. I had just come back from [redacted], paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance was. Once I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediately. According to Rushcard, my funds are protected from unauthorized transactions under the [redacted] zero liability security policy and they are FDIC-insured through [redacted], Member FDIC. With their reliable fraud prevention services, I am protected from unauthorized use of my card or account information. With the [redacted] Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safe. My money was stolen from me and it appears this doesn't apply to me. There are red flags that happened on the account that are out of my normal account activity. The perpetrator did a balance inquiry right before pulling the funds leaving my balance at $36.55 then did one more balance inquiry. Using the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amounts. I've been with rush for many yearsRegards,[redacted]
On June 06, 2016, [redacted] contacted UniRush to file a dispute for two unauthorized transactions, which posted to his RushCard account from [redacted] in [redacted] for $71.76 and [redacted] for $559.35. [redacted] claimed his RushCard had been in his possession. And based on the information gathered, the investigation is still in process. RushCard has reached out to [redacted] via chargeback and will have a resolution by September 17th, 2016. We appreciate [redacted] Feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
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 is once again telling a BOLD FACED LIE!!! These charges were NOT in fact made by me! Where is the proof? In fact Rush card these fraudsters had ALL of my personal information in order to process these transactions. My telephone number, email address, home address, credit card/ bank information, and I do not know what else possibly. Rushcard and it's affiliates has sent over the same EXACT response they sent over about 2 weeks to you guys at Revdex.com. I still have yet to receive a "denial letter" and why is my claim being denied when clearly through supported documentation I submitted dispute forms in a timely manner within 10 business days of me receiving the paperwork. RushCard has even taken the initiative to suspend my account without justification nor without my authorization! I have NEVER approved of this. Please see attached screen shot along with the date. I have ACH automatic debits going to that account and direct deposits so why would you guys suspend my account?? Now I have to have things sent elsewhere to another account. So ironic right and SUDDENLY! I did nothing wrong to your company! I need my money provided back into my account!!! 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]
January 12, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 29, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, [redacted] account records indicate that she engaged in transactions on 10/12/2015, until such expenditures left her account carrying a balance of $0.00. RushCard records show that there was no error that occurred on [redacted] account at the time of the conversion, therefore no compensation will be provided to the account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
December 5, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID:...
[redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she tried to use her card on November 29, 2017 and that her card was declined as expired. [redacted] also states she was advised that there was nothing else that could be done, the card would need to be replaced. [redacted] also stated that she was advised to update her address via her online account. [redacted] would like access to her funds Our records indicate that on November 29, 2017 [redacted] contacted RushCard customer service to advise her card was expired and that she needed the funds on the account. [redacted] then requested a replacement card to be sent to her new address. [redacted] was advised to change her address online. Due to the card status being returned, documentation was requested from [redacted] to update the address on file. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] to assist with her request for an address change and a replacement card. [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. To date, the only documentation that was submitted was [redacted] Identification card. The additional documentation is still needed on the account. On December 5, 2017 a RushCard corporate specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she contacted RushCard to file disputes on transactions she did not make. She said she called the next day and was told she will not get provisional credit until February 08, 2017. She says she has kids and bills to pay. She is asking for the funds to be return into her account. On January 10th, 2017, RushCard records shows [redacted] filed an unauthorized dispute on transactions posted from January 3rd through January 9th, totaling $200.12. She claimed her card has been in her possession throughout the entire time. Currently, [redacted] account is under review, and because her account is new provision credit will be issued on or before February 6th, 2017. Regards, RushCard Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:Revdex.com...
...⇄ 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] ([redacted]) Complaint number: [redacted] Complaint date: November 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 19,
2015, [redacted] filed an unauthorized transaction dispute regarding a $100.74
that was made on her RushCard account. RushCard received the signed unauthorized
transaction dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. Once the claim is final, [redacted] will receive a letter in the mail
regarding the outcome of her dispute. We
appreciate [redacted] feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
question. We will provide notification on the resolution.
RushCard 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. [redacted]I would like Rush Card to pay me back my $61.00 that I had to go out and borrow because I could purchase from my own money. I had to go and get a loan on my very own laptop just too make ends meet. I think this fair since no one could properly handle my issue over the weekend. The service I received was totally under acceptable.[redacted]
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've shown proof my $700 was transferred into my rush goals and I've asked to speak with the last agent's supervisor! This glitch caused a major strain on us and others and I would like my money refunded asap. This back and forth has carried on since October and it's now January 2016. I want a satisfactory resolution so that I may close the loop on this. I've been loyal since January 2004 and still have remained a customer! Is this how you treat loyal customers today?
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: 10859589 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
March 16,
2016
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 Melissa Pierceon
March 15, 2016. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted] complaint contends that he never
received the replacement card. [redacted]
also stated that he would like to have access to the funds on his account. [redacted] would like to have the remaining
funds transferred to his active account.
On February
29, 2016 [redacted] contacted RushCard customer service to request a replacement
card for the account ending in [redacted] which was expiring. A customer service representative issued a
replacement card on [redacted] account and the replacement card was not
processed. [redacted] never received the
replacement card, which resulted in a call on March 2, 2016. Due to a related system error, a new RushCard
could not be generated for [redacted] and he was advised that his previous card
encountered an error with processing the expedited replacement card. On March 16, 2016, a corporate customer
service specialist contacted [redacted] to advise that his funds were
transferred to his active card ending 7184.
We appreciate [redacted] feedback
and sincerely apologize
for the substandard customer service she received when contacting RushCard
Customer Service. Our goal is to provide financial convenience supported by
reliable customer service.
Regards,
Satoyra H.
Corporate Customer Service
August 1, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on July 15, 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 RushCard froze his account. [redacted] states that he has submitted documents and RushCard still has not sent him his funds. [redacted] would like the funds on his RushCard account. Per previous on June 30, 2015 [redacted] account was closed due to a Bank closure. This being the case documentation is required on the account. [redacted] was asked to submit a copy of his Government Issued Identification, proof of address and a copy of his social security card. As of date RushCard is requesting a copy of [redacted] inmate card. A RushCard corporate customer service specialist spoke with [redacted] on July 26, 2017 to advise of this information. If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####). Regards, Corporate Customer Service
October 8, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted], on October 1, 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 pertains that RushCard
processed a replacement card and charged her a $30.00 expedited card fee to her
account. [redacted] also stated that she was provided with conflicting
information and would like for the $30.00 expedited card fee to be refunded.
On September 16, 2015, [redacted] contacted RushCard
customer service regarding an unauthorized transaction being made on her
account. A replacement card was processed
via expedited delivery with a $30.00 fee. On October 2, 2015, a RushCard Customer Service Specialist contacted [redacted] to
advise that the $30.00 expedited card fee had been refunded to her account.
We appreciate [redacted]
feedback and sincerely
apologize for the substandard customer service he received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
Tyree T.
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]