October 20, 2015VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It...
May Concern:This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”)
received from [redacted] on October 13, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources. [redacted] complaint
contends that RushCard held her funds from a pending authorization hold of
$1,070.00. [redacted] stated that she needs her funds released and made
available to her. On October 2, 2015 [redacted] RushCard received a hold for
PCA [redacted] in the amount of $1,070.00. [redacted] contacted RushCard
customer service and was advised that the hold will be released on the
expiration date October 12, 2015. On October 17, 2015, the merchant came back
and settled on the transaction. We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this matter has caused.
Tyree T.Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 27, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On
July 29, 2015 Ms. [redacted] filed an error allegation dispute regarding a $332.62
charge. On August 13, 2015, the RushCard dispute team received a signed error
allegation dispute form from Ms. [redacted]. The dispute process can take up to
45 to 90 days to investigate the claim. On October 26, 2015, Ms. [redacted]’s
error allegation dispute was denied. If Ms. [redacted] does not agree with the
outcome of the dispute a rebuttal letter can be sent in to reopen the denied claim
and she will need to provide any additional documentation to the disputes
department fax # 917-383-0567. We encourage Ms. [redacted] to work with the
merchant to resolve any issues regarding products or services rendered.
RushCard has determined that the transaction was completed as requested.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
To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted] claim was denied due to pattern of use. Regards,
The extent I have had to do the last two months to finally receive a response from the company is absurd. I will not close this issue until the full amount has been sent to me as a promised. Every week the agents tell me 7-10 business days. This started march 23 and it's May 18th. Once my check is in my hand, the issue will be finally resolved
The RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202-2468
RE: Case [redacted]
April 23,
2015
We received
[redacted] complaint regarding access to her funds and the level of customer
service received due to her card being...
blocked.
RushCard logs all customer contact and activity associated with
financial cards.
RushCard’s
standard operating procedures require that we monitor our customer accounts for
compliance, suspicious activity, account take over, fraudulent activity and to
protect the integrity of RushCard as a business and our customer accounts.
On 4/17/2015 [redacted] card was blocked due to possible
account take over. Per process and procedure we have asked [redacted] to
provide us verification documentation (valid State issued ID/Driver’s License,
social security card, and proof of address – dated within the last 30 days). I
am showing that [redacted] sent in invalid documents and a copy of her driver’s
license on 4/20/2015. [redacted] was advised by a customer service agent that
documents cannot be submitted for review until proper forms are sent in. On
4/21/2015 [redacted] spoke with more than one specialist from our corporate office
and was advised of the requested documents that are needed in order to assist
with unblocking her account. We received the requested documents from [redacted]
and they were forwarded for review. Documents were determine to be valid and
card has been unblocked. We apologize for any inconvenience and frustration this
may have caused and please be assure that calls will be
reviewed and coaching/consequences will be given to all agents involved, if necessary.
We appreciate [redacted] feedback. Our goal is to make sure
we not only protect our members but also protect the integrity of RushCard.
Regards,
[redacted]
Customer
Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I reject this response. This answer offers nothing new whatsoever and it echoes the words of the previously rejected earlier response verbatim. Currently, the charges are not pending and therefore need to be addressed immediately. The ATM fees also need to be reimbursed. RushCard has done nothing to address the fact that the customer should not be tasked with chasing down a business at which their stolen information was used and the fact that they offered absolutely no solution or explanation as to how they would prevent another theft if the remaining funds had been left in the account. Additionally, I requested expedited delivery on the replacement card in order to ensure my paycheck would be deposited on time; that was both refused by the company and completely disregarded in their answers here as well. Copying and pasting parts of the same generic response which has already been debunked does not solve the issue. As previously stated, I reject this response and will continue to pursue full reimbursement for as long as necessary.
Regards,
[redacted]
October 27,
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
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. Recently I filed a dispute because the ATM didn't dispense my withdrawal request of $500 but the money was taken out my account (dispute in process) than I had an issue with [redacted] mobile who charge my rush card twice on May 29 for $33.40 and $38.80 the $38.80 was an over charged. I contacted [redacted] Mobile who insisted that they didn't charge my card an extra $38.80 and I was given th he run around so I than disputed it with rush card ( which if I was over charged I should file a dispute) well rush card has close my account ( never gave me a reason to why) and I been a loyal customer for years. I have money in my account that I need to use. This has been an inconvenience and I will take legal action for my account being falsely closed for no reason. I received a credit from [redacted] mobile for $38.80 and rush card stole that Money. Rush card has fraudulently closed my account and reversed my ATM dispute because I filed a Revdex.com complaint. (My account was closed and provisional credit reverse the day after I filed Revdex.com complaint)I want my account reopened and my 38.80 put back in my account And noone ever reached out yo me from rush card
Regards,
[redacted]
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 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. Per response, RushCard
customer service are currently taking incoming phone calls and are not
experiencing any long wait times. [redacted] can contact our corporate office
at ###-###-#### option 1 for further assistance. 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
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, 2016. The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $970.00. [redacted] claimed that his card had been in his...
possession the whole time. He said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge. [redacted] stated he never signed up for an online account. On July 14th, 2016, [redacted] claim was denied for conclusive evidence. For the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number. [redacted] can reach out to us with any details in regards to this issue. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter.
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. I will contact the message I received from the corp office shortlyRegards, [redacted]
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 21, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 �...⇄ Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 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, On October 19, 2015, RushCard debited $344.14 from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $344.14 per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruption. There are no other funds that will be issued to [redacted] RushCard account. We appreciate this feedback and sincerely 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. Although the business tried to justify their actions, the business referred to purchase plocies. The issue that I a having is with a refund, not a purchase. The letter also claimed the hold in the amount of $217.99 has been released as I requested. This is untrue. The $217.99 is still not in my account.
Regards,
[redacted]
December 9, 2015VIA ONLINE SUBMISSION:Revdex.com ...⇄ 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 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. Per response, 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. There was no
conflict with the conversion and the charge that was made on [redacted]
RushCard account.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
September 2nd,2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: 08/24/2016To Whom It May Concern:This letter is in response to the consumer complaint #...
[redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On August 14th,2016, [redacted] contacted UniRush to file a dispute for multiple transactions that occurred on August 13th,2016 totaling $1485.00. [redacted] told our dispute agent, she was in [redacted] when she found out about the fraud charges. She said her card was in her possession the entire time. UniRush blocked fraud card, and a new card was issued to [redacted]. She was advised to sign the dispute form and send it back to UniRush. On August 15th, [redacted] claim was denied due to no invalid pin attempts.On August 24th, the case was over turned, and credit totaling $1485.00 was issued. We appreciate [redacted] feedback regarding this matter, and the opportunity will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
January 11, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 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. On November 3, 2015 [redacted] filed an error allegation dispute regarding a transaction in the amount of $172.32 from [redacted]. On November 26, 2015, RushCard dispute team received a signed error allegation dispute form from [redacted]. A RushCard representative explained to [redacted] that a provisional credit could be applied to the account when the signed error allegation dispute form is returned within 10 business days. Since the dispute form was received after the 10 business days, [redacted] does not qualify for a provisional credit. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. A final letter will be sent to the address on the account notifying [redacted] of the resolution. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am still unable to access my online account, my emails and attempts to contact the company for help still have not bern answered. I have been completely been lied to and ignored and they have not made one single attempt to reach out to me. I have 3 credit card payments that were late due to not being able to log in and use my bill pay and I eas forced to open a new checking account and change my direct deposit. Ive lost well over 90.00 to late fees and credit was dinged against me for late payments and Rush wants to offer fee free transactions now?! Unacceptable! What does that do for my late fees, dents on my credit and the fact thst I am still, a month later not able to access my account and Ive had to go and reverse my direct deposit and change banks? In 7 years this banking company has not helped their consumers, why are they still making excuses? The customer service is oversees and teads a script repeating same I am sorry phrase. I want vompansation and a formal appology! I gave you 7
Years of fees and business. You dont take a month to fix what problems your having and expect consumers to accept this.
Regards,
00
[redacted]
October 20, 2015VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It...
May Concern:This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”)
received from [redacted] on October 13, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources. [redacted] complaint
contends that RushCard held her funds from a pending authorization hold of
$1,070.00. [redacted] stated that she needs her funds released and made
available to her. On October 2, 2015 [redacted] RushCard received a hold for
PCA [redacted] in the amount of $1,070.00. [redacted] contacted RushCard
customer service and was advised that the hold will be released on the
expiration date October 12, 2015. On October 17, 2015, the merchant came back
and settled on the transaction. We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this matter has caused.
Tyree T.Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 27, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On
July 29, 2015 Ms. [redacted] filed an error allegation dispute regarding a $332.62
charge. On August 13, 2015, the RushCard dispute team received a signed error
allegation dispute form from Ms. [redacted]. The dispute process can take up to
45 to 90 days to investigate the claim. On October 26, 2015, Ms. [redacted]’s
error allegation dispute was denied. If Ms. [redacted] does not agree with the
outcome of the dispute a rebuttal letter can be sent in to reopen the denied claim
and she will need to provide any additional documentation to the disputes
department fax # 917-383-0567. We encourage Ms. [redacted] to work with the
merchant to resolve any issues regarding products or services rendered.
RushCard has determined that the transaction was completed as requested.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
To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted] claim was denied due to pattern of use. Regards,
The extent I have had to do the last two months to finally receive a response from the company is absurd. I will not close this issue until the full amount has been sent to me as a promised. Every week the agents tell me 7-10 business days. This started march 23 and it's May 18th. Once my check is in my hand, the issue will be finally resolved
The RevDex.com
7 W Seventh
St Suite 1600
Cincinnati
Ohio 45202-2468
RE: Case [redacted]
April 23,
2015
We received
[redacted] complaint regarding access to her funds and the level of customer
service received due to her card being...
blocked.
RushCard logs all customer contact and activity associated with
financial cards.
RushCard’s
standard operating procedures require that we monitor our customer accounts for
compliance, suspicious activity, account take over, fraudulent activity and to
protect the integrity of RushCard as a business and our customer accounts.
On 4/17/2015 [redacted] card was blocked due to possible
account take over. Per process and procedure we have asked [redacted] to
provide us verification documentation (valid State issued ID/Driver’s License,
social security card, and proof of address – dated within the last 30 days). I
am showing that [redacted] sent in invalid documents and a copy of her driver’s
license on 4/20/2015. [redacted] was advised by a customer service agent that
documents cannot be submitted for review until proper forms are sent in. On
4/21/2015 [redacted] spoke with more than one specialist from our corporate office
and was advised of the requested documents that are needed in order to assist
with unblocking her account. We received the requested documents from [redacted]
and they were forwarded for review. Documents were determine to be valid and
card has been unblocked. We apologize for any inconvenience and frustration this
may have caused and please be assure that calls will be
reviewed and coaching/consequences will be given to all agents involved, if necessary.
We appreciate [redacted] feedback. Our goal is to make sure
we not only protect our members but also protect the integrity of RushCard.
Regards,
[redacted]
Customer
Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I reject this response. This answer offers nothing new whatsoever and it echoes the words of the previously rejected earlier response verbatim. Currently, the charges are not pending and therefore need to be addressed immediately. The ATM fees also need to be reimbursed. RushCard has done nothing to address the fact that the customer should not be tasked with chasing down a business at which their stolen information was used and the fact that they offered absolutely no solution or explanation as to how they would prevent another theft if the remaining funds had been left in the account. Additionally, I requested expedited delivery on the replacement card in order to ensure my paycheck would be deposited on time; that was both refused by the company and completely disregarded in their answers here as well. Copying and pasting parts of the same generic response which has already been debunked does not solve the issue. As previously stated, I reject this response and will continue to pursue full reimbursement for as long as necessary.
Regards,
[redacted]
October 27,
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
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. Recently I filed a dispute because the ATM didn't dispense my withdrawal request of $500 but the money was taken out my account (dispute in process) than I had an issue with [redacted] mobile who charge my rush card twice on May 29 for $33.40 and $38.80 the $38.80 was an over charged. I contacted [redacted] Mobile who insisted that they didn't charge my card an extra $38.80 and I was given th he run around so I than disputed it with rush card ( which if I was over charged I should file a dispute) well rush card has close my account ( never gave me a reason to why) and I been a loyal customer for years. I have money in my account that I need to use. This has been an inconvenience and I will take legal action for my account being falsely closed for no reason. I received a credit from [redacted] mobile for $38.80 and rush card stole that Money. Rush card has fraudulently closed my account and reversed my ATM dispute because I filed a Revdex.com complaint. (My account was closed and provisional credit reverse the day after I filed Revdex.com complaint)I want my account reopened and my 38.80 put back in my account And noone ever reached out yo me from rush card
Regards,
[redacted]
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 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. Per response, RushCard
customer service are currently taking incoming phone calls and are not
experiencing any long wait times. [redacted] can contact our corporate office
at ###-###-#### option 1 for further assistance. 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
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, 2016. The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $970.00. [redacted] claimed that his card had been in his...
possession the whole time. He said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge. [redacted] stated he never signed up for an online account. On July 14th, 2016, [redacted] claim was denied for conclusive evidence. For the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number. [redacted] can reach out to us with any details in regards to this issue. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter.
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. I will contact the message I received from the corp office shortlyRegards, [redacted]
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 21, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 �...⇄ Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 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, On October 19, 2015, RushCard debited $344.14 from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $344.14 per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruption. There are no other funds that will be issued to [redacted] RushCard account. We appreciate this feedback and sincerely 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. Although the business tried to justify their actions, the business referred to purchase plocies. The issue that I a having is with a refund, not a purchase. The letter also claimed the hold in the amount of $217.99 has been released as I requested. This is untrue. The $217.99 is still not in my account.
Regards,
[redacted]
December 9, 2015VIA ONLINE SUBMISSION:Revdex.com ...⇄ 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 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. Per response, 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. There was no
conflict with the conversion and the charge that was made on [redacted]
RushCard account.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
September 2nd,2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: 08/24/2016To Whom It May Concern:This letter is in response to the consumer complaint #...
[redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On August 14th,2016, [redacted] contacted UniRush to file a dispute for multiple transactions that occurred on August 13th,2016 totaling $1485.00. [redacted] told our dispute agent, she was in [redacted] when she found out about the fraud charges. She said her card was in her possession the entire time. UniRush blocked fraud card, and a new card was issued to [redacted]. She was advised to sign the dispute form and send it back to UniRush. On August 15th, [redacted] claim was denied due to no invalid pin attempts.On August 24th, the case was over turned, and credit totaling $1485.00 was issued. We appreciate [redacted] feedback regarding this matter, and the opportunity will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
January 11, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 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. On November 3, 2015 [redacted] filed an error allegation dispute regarding a transaction in the amount of $172.32 from [redacted]. On November 26, 2015, RushCard dispute team received a signed error allegation dispute form from [redacted]. A RushCard representative explained to [redacted] that a provisional credit could be applied to the account when the signed error allegation dispute form is returned within 10 business days. Since the dispute form was received after the 10 business days, [redacted] does not qualify for a provisional credit. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. A final letter will be sent to the address on the account notifying [redacted] of the resolution. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am still unable to access my online account, my emails and attempts to contact the company for help still have not bern answered. I have been completely been lied to and ignored and they have not made one single attempt to reach out to me. I have 3 credit card payments that were late due to not being able to log in and use my bill pay and I eas forced to open a new checking account and change my direct deposit. Ive lost well over 90.00 to late fees and credit was dinged against me for late payments and Rush wants to offer fee free transactions now?! Unacceptable! What does that do for my late fees, dents on my credit and the fact thst I am still, a month later not able to access my account and Ive had to go and reverse my direct deposit and change banks? In 7 years this banking company has not helped their consumers, why are they still making excuses? The customer service is oversees and teads a script repeating same I am sorry phrase. I want vompansation and a formal appology! I gave you 7
Years of fees and business. You dont take a month to fix what problems your having and expect consumers to accept this.
Regards,
00
[redacted]