October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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.
It is now the 25 th of September and I still have not received any thing in the mail. I do talk to Rush card on a regular basis and every time I receive different answers. I am lied to all the time. I have proof of all the calls I have made regarding this matter. Also this problem began on August 29th not September 9 th. I also have proof of that. This is unacceptable. I am upset rush card has not addresses any of my concerns and they are very rude.
Regards,
[redacted]n Miller
November 8, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her RushCard was blocked and that no one could assist with unblocking her card. [redacted] also states she requested for an expedited card replacement and was charged a $30.00 fee. [redacted] would like the expedited card fee to be waived. Our records indicate that on November 6, 2017, our Risk team determined that [redacted] card was confirmed compromised. To protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 0068. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. On November 6, 2017 [redacted] contacted our customer service department and requested a replacement card be expedited. On November 8, 2017 a corporate resolution specialist contacted [redacted] to advise of the following information and to indicate that the expedited card fee of $30.00 had been waived. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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 NOT IN Agreement WITH THE Response BECAUSE I HAVE A Disability OF NOT Remembering THINGS AND Would LIKE A Refund OF THE Amount THAT WAS STOLEN FROM ME. AND I HAVE BEEN A Customer OF RUSH SINCE 2008 AND NEVER HAD A ISSUE WITH THEM.
Regards,
[redacted]
The response from Unirush is not acceptable because they still have not informed me of when the issue will be resolved.what are they doing to resolve issue? When will this service be available? Who will notify me when the service is back available? Will they compensate me for the inconvenience? These questions need to be answered.
I RECEIVED A NEW CARD WHICH MY DISABLITLITY GOVERNMENT BENEFITS WILL BE ISSUED TO YET THE CARD HAS BEEN CANCELLED WITHOUT MY PERMISSION. I HAVE DEPOSITED MONEY ON THIS CARD THIS MORNING AND WHEN I GOT TO THE GAS STATION TO USE IT...THE CARD WOULDN'T WORK. I CALLED RUSHCARD CSR NUMBER AND WAS INFORMED THAT ON 9/15/2015 I REQUESTED THIS CARD BE CLOSED. I NEVER REQUESTED THIS CARD BE CLOSED, I REQUESTED THE PREVIOUS CARD ENDING IN [redacted] BE CLOSED AND THE FUNDS BE MAILED TO ME IN A CHECK. INSTEAD BOTH CARDS THE ONE I CURRENTLY USE IS CARD ENDING IN [redacted] AND NOW THAT CARD IS CANCELLED AS WELL. Desired Outcome: PUT CARD ENDING IN [redacted] BACK IN ACTIVE STATUS. I NEVER REQUESTED TO CANCEL, I STATED I WOULD BE LOOKING FOR ANOTHER CARD COMPANY AND NOT CONTINUE TO USE RUSHCARD BECAUSE IT IS TOO MUCH HEADACHES AND FEES. HOW KAREN TOOK THAT AS CANCEL ALL MY CARDS IS BEYOND ME BUT THIS NEEDS TO BE FIXED ASAP.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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. Rush card never called me. They falsely revised my credit and stole my $38.80 because I files a Revdex.com complaint
Regards,
[redacted]
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access
to her funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. 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/.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 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 was charge for a $30.00 expedited card fee and nine $0.99
card to card transfer fees to her RushCard account due to an error. In addition [redacted] requested that the all
card to card transfer fees and the expedited fee be refunded.
On August 29, 2015, [redacted] contacted RushCard customer
service regarding an unauthorized transaction being made on her account. [redacted] contacted RushCard Customer Service
again on September 9, 2015 and requested an expedited replacement card with a
$30.00 fee. On September 24, 2015 a request was escalated to corporate for the $30.00
expedited card fee to be refunded. Per [redacted] request we processed a
refund of the $30.00 fee to her RushCard account. On October 8, 2015 a blocked
was placed on [redacted] card by a Corporate Risk Analyst due to her card being
compromised. [redacted] RushCard
account ending in [redacted] was blocked as a precautionary measure to prevent any
unauthorized transactions being made on her account. [redacted] requested another card be expedited
with a $30.00 fee. On October 16, 2015, a Corporate Customer Service Specialist
attempted to contact [redacted] to advise her that the $30.00 expedited fee was
refunded and a courtesy fee of $10.00 was credited to her account.
We appreciate [redacted] feedback and sincerely apologize
for the issues she had with her RushCard card. Our goal is to provide financial
convenience supported by reliable customer service.
Kathy R.
Corporate Customer Service
April 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: April 23, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that the previous response does not resolve her issue. She states she still has not received the credit back to her RushCard accounts. On April 25, 2017 a RushCard corporate specialist contacted [redacted] to get clarification on her concerns. [redacted] indicated she had 3 checks that were returned/not received, and the funds had not been put back on her account. We were able to determine that the checks sent to [redacted] were returned. The funds for card ending in [redacted] were put back on the account. Another check for $3.91 was sent to the address on file because the account was closed by [redacted]. RushCard considers this issue resolved. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. Additionally, RushCard issued a $25.00
courtesy credit to [redacted] RushCard 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 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 September 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 contends that RushCard would
not release an authorization hold that was made on August 28, 2015 in the
amount of $183.14.
On August 28, 2015 RushCard
received an authorization hold on [redacted]’s RushCard account ending in
0773 for $183.14. [redacted] was instructed by RushCard
customer service to send a Merchant Hold Release Letter to validate and release
the pending hold. The Merchant Hold Release Letter was never received,
therefore the authorization hold was released on the expiration date of
September 7, 2015.
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
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. Hello Again, I have read the response from UniRush Financial and I am not satisfied with the response or the offer as they did not include any offer details. I have still yet to recieve the fax and/or email I was told 2 days in a row that I would recieve with my Monthly statement from August 2016 to September 2016 so that I may use that as my document to upload but, because they have not sent it via Fax or Email to me I don't have this document for the sole purpose that it shows the errors that I am disputing on clearly on my Account. I have read my terms and conditions and in the terms in conditions it clearly states:" terms an conditions,an they clearly state that, if I have contacted you guys(RushCard) with in Two business days after losing my PIN,Card, and/or Account Access, I would lose no more than $50.00 and that if I didn't contact them to inform RushCard that my PIN,Card and/or Online Account access had be lost, stolen or compromised, I could lose all my funds in the account. Well I clearly notified them the day of the situation of which I had over $700.00 on my account on the date I contacted them and then once I contacted them My funds were gone. Yes, I did lose my purse but I also had my online account access blocked and NEVER submitted a claim for the [redacted] payment for 199.68 as it still isn't Paid and was Charged back on to the card in Question on 9/4/2016 and now I have received a late payment and my services threatened to be terminated. Also, I did not benefit from any of these transactions that I disputed on card ending -[redacted]. I have made several attempts to work with the merchant and because I can't get into my account since 8/26/16 I have been unable to give the information needed to the merchants and since my account was hacked and all my information was changed how in the world am I suppose to memorize a pin that was changed without my knowledge? An also how was I suppose to be able to update my information when I needed to log in to my online account and verify the information on the account and I was unsuccessful since all my information was changed and I did not recieve an update to say it was changed because my [redacted] account was also compromised. I just want what I rightfully mine and to keep a roof over my family heads. I have made several calls to the rush Card number and every Agent has told me they would be refunding the amount I was out and that is all I want is a provisional credit so I may pay my bills again and my Landlord. [redacted] was Paid on 8/26/16 and finalized on 08/27/16 and then was returned threw a [redacted] chargeback on 9/4/16 and 9/6/16, where that money is they still can't tell me at-least where the payment is for [redacted]. The card to card transfer was me that initiated that transaction but then once I called the money was off the account threw and ATM in [redacted] how am I in 2 cities at the same time with no way around but my mom? Thank you and look forward to again Solving this issue and getting my funds returned as the Term and Conditions clearly state under #20 and 21 on terms and condition page. Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
February 26, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 13, 2018 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 contacted RushCard on February 8, 2018 to question a transaction and to change the address on file. [redacted] states she was told to send in documents and did so starting on February 9, 2018. [redacted] also states she was told the documents she sent in were invalid. [redacted] would like a replacement card so that she may access the funds in her account. On February 5, 2018 [redacted] contacted RushCard customer service to file a dispute for an unauthorized transaction. [redacted] advised the agent that she needed to update her address to have the replacement card sent. The agent notified [redacted] that documentation was needed to update the address on file. [redacted] needed to submit a copy of her Driver’s License, Social Security Card, and Proof of address dated within the last 30 days. As of February 21, 2018, the address on file has been updated to [redacted]. A replacement card has been processed for [redacted] to the address on file. On February 15, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
No response from the company.
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]
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As noted in our letter dated July 12, 2017, provisional credit in the amount of $ 1,472.00 was posted to...
your account. This provisional credit is now permanent and any applicable fee(s) have been reversed. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution
On [redacted] complaint, she states she purchased a hoverboard for her daughter for Christmas but found out the company selling the hoveboards is a scam. She said she contacted RushCard to get a refund and was told temporary credit would post in 10 days and the investigation process could take up...
to 90 days. She said after being transferred to the Dispute Department, she was told she was misinformed and that the credit could take up to 90 days to be issued. On December 4th, 2016, RushCard received [redacted] dispute for a transaction with [redacted] for $199.00. We listened to the call and reviewed our records, and [redacted] has informed her by dispute agent the dispute could take up to 90 days to get credit. On December 06, 2016, RushCard processed a chargeback on behalf of [redacted]. Merchant has until January 21st, 2016 to respond to chargeback. [redacted] will hear from RushCard after January 21st, 2016, by April 3rd. We apologize for any confusion this may have caused [redacted]. Regards,
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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.
It is now the 25 th of September and I still have not received any thing in the mail. I do talk to Rush card on a regular basis and every time I receive different answers. I am lied to all the time. I have proof of all the calls I have made regarding this matter. Also this problem began on August 29th not September 9 th. I also have proof of that. This is unacceptable. I am upset rush card has not addresses any of my concerns and they are very rude.
Regards,
[redacted]n Miller
November 8, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her RushCard was blocked and that no one could assist with unblocking her card. [redacted] also states she requested for an expedited card replacement and was charged a $30.00 fee. [redacted] would like the expedited card fee to be waived. Our records indicate that on November 6, 2017, our Risk team determined that [redacted] card was confirmed compromised. To protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 0068. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. On November 6, 2017 [redacted] contacted our customer service department and requested a replacement card be expedited. On November 8, 2017 a corporate resolution specialist contacted [redacted] to advise of the following information and to indicate that the expedited card fee of $30.00 had been waived. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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 NOT IN Agreement WITH THE Response BECAUSE I HAVE A Disability OF NOT Remembering THINGS AND Would LIKE A Refund OF THE Amount THAT WAS STOLEN FROM ME. AND I HAVE BEEN A Customer OF RUSH SINCE 2008 AND NEVER HAD A ISSUE WITH THEM.
Regards,
[redacted]
The response from Unirush is not acceptable because they still have not informed me of when the issue will be resolved.what are they doing to resolve issue? When will this service be available? Who will notify me when the service is back available? Will they compensate me for the inconvenience? These questions need to be answered.
I RECEIVED A NEW CARD WHICH MY DISABLITLITY GOVERNMENT BENEFITS WILL BE ISSUED TO YET THE CARD HAS BEEN CANCELLED WITHOUT MY PERMISSION. I HAVE DEPOSITED MONEY ON THIS CARD THIS MORNING AND WHEN I GOT TO THE GAS STATION TO USE IT...THE CARD WOULDN'T WORK. I CALLED RUSHCARD CSR NUMBER AND WAS INFORMED THAT ON 9/15/2015 I REQUESTED THIS CARD BE CLOSED. I NEVER REQUESTED THIS CARD BE CLOSED, I REQUESTED THE PREVIOUS CARD ENDING IN [redacted] BE CLOSED AND THE FUNDS BE MAILED TO ME IN A CHECK. INSTEAD BOTH CARDS THE ONE I CURRENTLY USE IS CARD ENDING IN [redacted] AND NOW THAT CARD IS CANCELLED AS WELL. Desired Outcome: PUT CARD ENDING IN [redacted] BACK IN ACTIVE STATUS. I NEVER REQUESTED TO CANCEL, I STATED I WOULD BE LOOKING FOR ANOTHER CARD COMPANY AND NOT CONTINUE TO USE RUSHCARD BECAUSE IT IS TOO MUCH HEADACHES AND FEES. HOW KAREN TOOK THAT AS CANCEL ALL MY CARDS IS BEYOND ME BUT THIS NEEDS TO BE FIXED ASAP.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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. Rush card never called me. They falsely revised my credit and stole my $38.80 because I files a Revdex.com complaint
Regards,
[redacted]
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access
to her funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. 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/.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 16, 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 was charge for a $30.00 expedited card fee and nine $0.99
card to card transfer fees to her RushCard account due to an error. In addition [redacted] requested that the all
card to card transfer fees and the expedited fee be refunded.
On August 29, 2015, [redacted] contacted RushCard customer
service regarding an unauthorized transaction being made on her account. [redacted] contacted RushCard Customer Service
again on September 9, 2015 and requested an expedited replacement card with a
$30.00 fee. On September 24, 2015 a request was escalated to corporate for the $30.00
expedited card fee to be refunded. Per [redacted] request we processed a
refund of the $30.00 fee to her RushCard account. On October 8, 2015 a blocked
was placed on [redacted] card by a Corporate Risk Analyst due to her card being
compromised. [redacted] RushCard
account ending in [redacted] was blocked as a precautionary measure to prevent any
unauthorized transactions being made on her account. [redacted] requested another card be expedited
with a $30.00 fee. On October 16, 2015, a Corporate Customer Service Specialist
attempted to contact [redacted] to advise her that the $30.00 expedited fee was
refunded and a courtesy fee of $10.00 was credited to her account.
We appreciate [redacted] feedback and sincerely apologize
for the issues she had with her RushCard card. Our goal is to provide financial
convenience supported by reliable customer service.
Kathy R.
Corporate Customer Service
April 25, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: April 23, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that the previous response does not resolve her issue. She states she still has not received the credit back to her RushCard accounts. On April 25, 2017 a RushCard corporate specialist contacted [redacted] to get clarification on her concerns. [redacted] indicated she had 3 checks that were returned/not received, and the funds had not been put back on her account. We were able to determine that the checks sent to [redacted] were returned. The funds for card ending in [redacted] were put back on the account. Another check for $3.91 was sent to the address on file because the account was closed by [redacted]. RushCard considers this issue resolved. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. Additionally, RushCard issued a $25.00
courtesy credit to [redacted] RushCard 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 Customer
Service
September 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 September 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 contends that RushCard would
not release an authorization hold that was made on August 28, 2015 in the
amount of $183.14.
On August 28, 2015 RushCard
received an authorization hold on [redacted]’s RushCard account ending in
0773 for $183.14. [redacted] was instructed by RushCard
customer service to send a Merchant Hold Release Letter to validate and release
the pending hold. The Merchant Hold Release Letter was never received,
therefore the authorization hold was released on the expiration date of
September 7, 2015.
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
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. Hello Again, I have read the response from UniRush Financial and I am not satisfied with the response or the offer as they did not include any offer details. I have still yet to recieve the fax and/or email I was told 2 days in a row that I would recieve with my Monthly statement from August 2016 to September 2016 so that I may use that as my document to upload but, because they have not sent it via Fax or Email to me I don't have this document for the sole purpose that it shows the errors that I am disputing on clearly on my Account. I have read my terms and conditions and in the terms in conditions it clearly states:" terms an conditions,an they clearly state that, if I have contacted you guys(RushCard) with in Two business days after losing my PIN,Card, and/or Account Access, I would lose no more than $50.00 and that if I didn't contact them to inform RushCard that my PIN,Card and/or Online Account access had be lost, stolen or compromised, I could lose all my funds in the account. Well I clearly notified them the day of the situation of which I had over $700.00 on my account on the date I contacted them and then once I contacted them My funds were gone. Yes, I did lose my purse but I also had my online account access blocked and NEVER submitted a claim for the [redacted] payment for 199.68 as it still isn't Paid and was Charged back on to the card in Question on 9/4/2016 and now I have received a late payment and my services threatened to be terminated. Also, I did not benefit from any of these transactions that I disputed on card ending -[redacted]. I have made several attempts to work with the merchant and because I can't get into my account since 8/26/16 I have been unable to give the information needed to the merchants and since my account was hacked and all my information was changed how in the world am I suppose to memorize a pin that was changed without my knowledge? An also how was I suppose to be able to update my information when I needed to log in to my online account and verify the information on the account and I was unsuccessful since all my information was changed and I did not recieve an update to say it was changed because my [redacted] account was also compromised. I just want what I rightfully mine and to keep a roof over my family heads. I have made several calls to the rush Card number and every Agent has told me they would be refunding the amount I was out and that is all I want is a provisional credit so I may pay my bills again and my Landlord. [redacted] was Paid on 8/26/16 and finalized on 08/27/16 and then was returned threw a [redacted] chargeback on 9/4/16 and 9/6/16, where that money is they still can't tell me at-least where the payment is for [redacted]. The card to card transfer was me that initiated that transaction but then once I called the money was off the account threw and ATM in [redacted] how am I in 2 cities at the same time with no way around but my mom? Thank you and look forward to again Solving this issue and getting my funds returned as the Term and Conditions clearly state under #20 and 21 on terms and condition page. Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
February 26, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 13, 2018 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 contacted RushCard on February 8, 2018 to question a transaction and to change the address on file. [redacted] states she was told to send in documents and did so starting on February 9, 2018. [redacted] also states she was told the documents she sent in were invalid. [redacted] would like a replacement card so that she may access the funds in her account. On February 5, 2018 [redacted] contacted RushCard customer service to file a dispute for an unauthorized transaction. [redacted] advised the agent that she needed to update her address to have the replacement card sent. The agent notified [redacted] that documentation was needed to update the address on file. [redacted] needed to submit a copy of her Driver’s License, Social Security Card, and Proof of address dated within the last 30 days. As of February 21, 2018, the address on file has been updated to [redacted]. A replacement card has been processed for [redacted] to the address on file. On February 15, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
No response from the company.
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]
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As noted in our letter dated July 12, 2017, provisional credit in the amount of $ 1,472.00 was posted to...
your account. This provisional credit is now permanent and any applicable fee(s) have been reversed. We apologize for any inconvenience this may have caused you. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution
On [redacted] complaint, she states she purchased a hoverboard for her daughter for Christmas but found out the company selling the hoveboards is a scam. She said she contacted RushCard to get a refund and was told temporary credit would post in 10 days and the investigation process could take up...
to 90 days. She said after being transferred to the Dispute Department, she was told she was misinformed and that the credit could take up to 90 days to be issued. On December 4th, 2016, RushCard received [redacted] dispute for a transaction with [redacted] for $199.00. We listened to the call and reviewed our records, and [redacted] has informed her by dispute agent the dispute could take up to 90 days to get credit. On December 06, 2016, RushCard processed a chargeback on behalf of [redacted]. Merchant has until January 21st, 2016 to respond to chargeback. [redacted] will hear from RushCard after January 21st, 2016, by April 3rd. We apologize for any confusion this may have caused [redacted]. Regards,