November 4, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 31, 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. After further research, there is no record that [redacted]’
direct deposit was received. [redacted] will need to contact the remitter
regarding her direct deposit. 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 Rush claims there was a hold placed on funds withdrawn from an ATM by the ATM company. They claim those funds did not settle till some time later at which they took it upon themselves to "reverse" the $202.00 and place it back on my card. When the funds settled they claim, they then snatched the funds back off my account, putting me in arrears with several merchants I have automatic payments set up with. I called the ATM company who researched their record for quite some time to find there was absolutely no issue on their end. The funds were available and the transaction was made! My account is a debit account and I can only withdraw funds when my check deposits! Therefore I could not have received funds if they were not there! Rush made the error! Now I receive a letter from [redacted] Payment Systems, who I have no idea who they are; defending Rush's "credit" to my account of $11.90 and a $25.00 "credit" some days later. In their letter, it is stamped [redacted], with instruction to contact Amy Pugh your legal counsel and Chief Compliance Officer. The telephone number provided in the letter is a non working number!! So no I do not accept their response; the "credits" are still sitting in my account and they can have them back!As far as me disputing the funds with Rush directly, I tried that on the first day I found out the funds were taken, in an auto shop unable to get my car inspection done because I had no money in my account! I was told by the representative, I should have paid better attention to my account! Also after complaining to Rush and verbally disputing the issue getting no where; I reviewed my statements to find the dates in question and then some where NOT listed AND their debit was not showing anywhere! There is more to this and Rush needs to correct their error.
Regards,
[redacted]
February 12, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 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. Per previous response, On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurred. If [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute. [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####. We encourage [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. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. 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 Corporate Customer Service
December 8, 2015VIA ONLINE SUBMISSION:Revdex.com ...⇄ 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 10, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 6,
2015, [redacted] filed an unauthorized transaction dispute regarding multiple
charges that was made on her RushCard. RushCard received the signed unauthorized
transaction dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. On November 17, 2015, a provisional credit in the amount of
$727.04 was issued to [redacted] account. On November 26, 2015, the
provisional credit was reversed from [redacted] account and the dispute was
denied. If [redacted] does not agree with the outcome of the dispute she may
send a rebuttal letter to reopen the denied unauthorized transaction dispute. [redacted] will need to fax the rebuttal letter and any additional documentation to
the disputes department at ###-###-####. We encourage [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 [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
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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. [redacted]’ complaint
states that a direct deposit to her RushCard account failed to timely post. RushCard’s records indicate that on
10/13/2015, RushCard received a prenote authorization for [redacted]’ account,
but no subsequent direct deposit. Generally, the purpose of a prenote authorization is to validate the routing number
and/or account number of a depositary account prior to issuing a deposit to such
account. A prenote transmits no funds. In this instance,
no deposit followed the 10/13/2015 prenote authorization. RushCard has no
record of an attempted direct deposit in the amount of $526.84 disbursed to [redacted] account on or about 10/11/2015, the date referenced in her complaint. A
RushCard Customer Service Representative contacted [redacted] on 10/28/2015 to apologize
for any inconvenience she experienced with her RushCard, to check the status of
her account, and to advise [redacted] to consult her employer regarding the
status of her outstanding deposit. At that time, [redacted] indicated her RushCard
account and associated card are in working order. Additionally, on 10/28/2015,
RushCard issued [redacted] a courtesy credit of $25.00.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. The rep called me and said he didnt have the funds available but as you can see when they charged the $.99 fee for transfer it clearly states he has more that the $50.00 he was trying to transfer. Also as you can see it states the transfer is complete. As you can also see in the past he tried transferring $150.00 and that one failed as it saids on the transaction. When we did the transfer It clearly stated his balance was more than what he was transferring. I tried explaining it to the rep who called he kept saying a date of 10/21 when I clearly stated several times the transaction was done on 10-20.
Regards,
[redacted]
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 11, 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. On October 13, 2015 a replacement card was issued via regular
delivery to the address on the account. [redacted] has made transactions from
October 16th to November 1st, 2015 on her RushCard
account. [redacted] currently have no funds on her 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
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]
Thank You Very Much Revdex.com.
The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE: Complaint ID [redacted]
April
8, 2015
We
received [redacted] complaint regarding the time in which it took to post
her direct...
deposit and the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards.
I
have reviewed [redacted] account and I am showing the direct deposit in
question was received with a pay date of 3/19/2015. We requested additional
documentation from [redacted] in order to validate her account and her deposit
due to the large amount of the deposit. RushCard has a load limit of $2,000.00
for government benefits, as explained in the cardholder agreement. We may
accept larger deposits once proper verification is received and validated.
I
am showing [redacted] did upload documents into us on 3/19/2015 as instructed
by the representative she spoke with. The same representative did send the
information to the corporate office in attempt to have us accept the documents
provided. Unfortunately, we do not accept screenshot of online accounts for
deposit verification. [redacted] was advised that an awards letter was
required to validate the address on the account as well as the amount of the
deposit. This was completed by [redacted] on 3/26/2015 at 5:43 pm EST, but
the deposit was already returned the same day at 4:00 pm EST due to only being
able to hold deposits for 7 days. I sincerely apologize for any inconvenience
this has caused [redacted]. We have pulled and are reviewing the calls associated
to [redacted] account to review for quality assurance. We will not be
compensating [redacted] for the return of her direct deposit due to the
information that was sent by her are not valid documents. She was also advised
of the information required, but the representative was hoping to resolve the
issue.
We
appreciate [redacted] feedback.
These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.
I have more information. I received a letter in the mail from rushcard stating the reason why they reversed the provisional credit that I was given in the amount of $447.47, was because [redacted] told them that my home address (Which is also my billing address! When someone hacks your...
credit card information, they are able to get all that information!) was used to make the transaction. There have been so many incidences where money is stolen from a person's card account, and the crook uses the victim's address for the items to be mailed to. So, this is not a valid reason to reverse the provisional credit which took the last little bit of money I had in my account in the amount of $144.94. Right now my card account balance is -$302.53 and $0.00 available balance. I just want my money back. Those charges were fraudulent as I do not use [redacted] service. Someone by the name of [redacted] (Most likely an alias that the person used) made the order, and used my billing address as the mailing address. I just want my money back. I want the negative balance to be removed, and for the $144.94 to be put back on my card so that I can pay for my medicine for my medical condition.
Because she last stated in your response previous to this one she wanted a paycheck stub. That stub was sent and then asked for all information to be resent again. Grrrrrrrrrr ok this is the last time im going to send the information. So im compelling everything that she asked for in this response and will send again to her. If still isn't released immediately, then what??? Imma still be without... Im also sending proof of eviction notice as well and brown bill. I would like my 212.00 late fee paid and the difference between my lge price of 353-160 paid to me as well.... Unnecessary fees added on for the long wait to even start the process of my money. Thank you have a good day
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # 10713506
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. 10713506, which the RevDex.com® (“Revdex.com”) received from [redacted], on July 14, 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 states
that she was charged both plan fees to her RushCard account. [redacted] also
stated that she received poor customer service when contacting RushCard
customer service.
On June 24, 2015 [redacted] contacted RushCard customer
service to request a switch in plans from the Rush Unlimited Plan to the Pay As
You Go Plan. [redacted] contacted RushCard customer service on July 13, 2015 to
inquire being charged for both plans in a short amount of time. [redacted] was
advised by customer service representatives that she was charged for the $7.95
Rush Unlimited Plan for the month of June and for the month of July was charged
$1.00 per transaction for the Pay As You Go Plan. On July 15, 2015, a RushCard Customer Service Specialist contacted [redacted] to
advise that she was charged the correct plan fees. In addition as a courtesy, $10.00
of transaction fees were reversed back to [redacted] RushCard account.
We appreciate [redacted] feedback
and sincerely apologize for
the substandard customer service she received when contacting RushCard Customer
Service. Our goal is to provide financial convenience supported by reliable
customer service.
August 2, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: July 29, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her card to card transfer for $180 did not go through and that she cannot wait for RushCard corporate office to resolve this. [redacted] would like her funds put back on her RushCard account immediately. After review of [redacted] card to card transfer transaction, it was determined it failed. A credit of $180 was put back on [redacted] RushCard account. On August 2, 2016 a RushCard corporate customer specialist attempted to contact [redacted] to advise her of this. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
March 20, 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 # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he is not able to use his RushCard online account because it is blocked. [redacted] also states he was told he would have to wait until Monday 3/20/2017 to get the account unblocked. [redacted] is requesting that his online account be unblocked. On 3/18/17, [redacted] contacted RushCard customer service stating that he was unable to access his online account. The customer service agent advised [redacted] it would take 24-48 hours for a resolution. Our records indicate that [redacted] online account was unblocked on 3/20/17. On 3/20/17, a RushCard corporate specialist attempted to contact [redacted] to advise him of this information. A detailed message was left for a callback. Regards, RushCard Corporate Customer Service
June 6, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number: Revdex.com...
[redacted] Complaint date: June 2, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $245.25 is being held because the merchant did not provide the exact amount to be released in the letter that was faxed to RushCard. [redacted] is requesting her funds be put back on her RushCard. On June 2, 2016 [redacted] contact RushCard regarding her merchant hold release. She spoke to a customer service agent that advised her that the letter needed to include the exact amount to be released. On June 6, 2016, a RushCard corporate customer service specialist attempted contacted [redacted] and advise her on the merchant hold release policy. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Tina, I spoke to this customer and he was advised that credit was given for the one transaction that was done after the replacement of his card. He was advised several times about the rebuttal process. There is no new information or request in his rejection letter. He is still stating he doesn’t agree with the decision. UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comKathy R., Customer Service SpecialistDirect: (513) 489-7874 Option 1Fax: (513) [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted]Now I was advised to wait 24 hrs I honestly don't think that unirush never sent out a bill pay because I've would of been received it also this is s company they don't keep sending out checks like that it's only obvious they never sent anything out unirush are liars and I still haven't received my express cash.Now unirush claims that they are going to send my refund via Express Cash I still haven't received no reference number they are liars and now I've contacted my lawyer to look in too this matter I can't receive anything that they didn't send out they are liars. I've contacted customer service at unirush now they are advertising me to wait to transfer the funds. I waited long enough.I don't believe that you guys never sent me out a refund check
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 shouldnt have to wait to March 27th because I am not a New Card Member. I shouldnt be subjected to being displaced as "New" .. I should be able to receive a provisional credit 3/17/2018.
Regards,
[redacted]
October 30,
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. 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 proble[redacted] 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 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 12, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 31, 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. After further research, there is no record that [redacted]’
direct deposit was received. [redacted] will need to contact the remitter
regarding her direct deposit. 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 claims there was a hold placed on funds withdrawn from an ATM by the ATM company. They claim those funds did not settle till some time later at which they took it upon themselves to "reverse" the $202.00 and place it back on my card. When the funds settled they claim, they then snatched the funds back off my account, putting me in arrears with several merchants I have automatic payments set up with. I called the ATM company who researched their record for quite some time to find there was absolutely no issue on their end. The funds were available and the transaction was made! My account is a debit account and I can only withdraw funds when my check deposits! Therefore I could not have received funds if they were not there! Rush made the error! Now I receive a letter from [redacted] Payment Systems, who I have no idea who they are; defending Rush's "credit" to my account of $11.90 and a $25.00 "credit" some days later. In their letter, it is stamped [redacted], with instruction to contact Amy Pugh your legal counsel and Chief Compliance Officer. The telephone number provided in the letter is a non working number!! So no I do not accept their response; the "credits" are still sitting in my account and they can have them back!As far as me disputing the funds with Rush directly, I tried that on the first day I found out the funds were taken, in an auto shop unable to get my car inspection done because I had no money in my account! I was told by the representative, I should have paid better attention to my account! Also after complaining to Rush and verbally disputing the issue getting no where; I reviewed my statements to find the dates in question and then some where NOT listed AND their debit was not showing anywhere! There is more to this and Rush needs to correct their error.
Regards,
[redacted]
February 12, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 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. Per previous response, On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurred. If [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute. [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####. We encourage [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. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. 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 Corporate Customer Service
December 8, 2015VIA ONLINE SUBMISSION:Revdex.com ...⇄ 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 10, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 6,
2015, [redacted] filed an unauthorized transaction dispute regarding multiple
charges that was made on her RushCard. RushCard received the signed unauthorized
transaction dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. On November 17, 2015, a provisional credit in the amount of
$727.04 was issued to [redacted] account. On November 26, 2015, the
provisional credit was reversed from [redacted] account and the dispute was
denied. If [redacted] does not agree with the outcome of the dispute she may
send a rebuttal letter to reopen the denied unauthorized transaction dispute. [redacted] will need to fax the rebuttal letter and any additional documentation to
the disputes department at ###-###-####. We encourage [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 [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
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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. [redacted]’ complaint
states that a direct deposit to her RushCard account failed to timely post. RushCard’s records indicate that on
10/13/2015, RushCard received a prenote authorization for [redacted]’ account,
but no subsequent direct deposit. Generally, the purpose of a prenote authorization is to validate the routing number
and/or account number of a depositary account prior to issuing a deposit to such
account. A prenote transmits no funds. In this instance,
no deposit followed the 10/13/2015 prenote authorization. RushCard has no
record of an attempted direct deposit in the amount of $526.84 disbursed to [redacted] account on or about 10/11/2015, the date referenced in her complaint. A
RushCard Customer Service Representative contacted [redacted] on 10/28/2015 to apologize
for any inconvenience she experienced with her RushCard, to check the status of
her account, and to advise [redacted] to consult her employer regarding the
status of her outstanding deposit. At that time, [redacted] indicated her RushCard
account and associated card are in working order. Additionally, on 10/28/2015,
RushCard issued [redacted] a courtesy credit of $25.00.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. The rep called me and said he didnt have the funds available but as you can see when they charged the $.99 fee for transfer it clearly states he has more that the $50.00 he was trying to transfer. Also as you can see it states the transfer is complete. As you can also see in the past he tried transferring $150.00 and that one failed as it saids on the transaction. When we did the transfer It clearly stated his balance was more than what he was transferring. I tried explaining it to the rep who called he kept saying a date of 10/21 when I clearly stated several times the transaction was done on 10-20.
Regards,
[redacted]
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 11, 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. On October 13, 2015 a replacement card was issued via regular
delivery to the address on the account. [redacted] has made transactions from
October 16th to November 1st, 2015 on her RushCard
account. [redacted] currently have no funds on her 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
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]
Thank You Very Much Revdex.com.
The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE: Complaint ID [redacted]
April
8, 2015
We
received [redacted] complaint regarding the time in which it took to post
her direct...
deposit and the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards.
I
have reviewed [redacted] account and I am showing the direct deposit in
question was received with a pay date of 3/19/2015. We requested additional
documentation from [redacted] in order to validate her account and her deposit
due to the large amount of the deposit. RushCard has a load limit of $2,000.00
for government benefits, as explained in the cardholder agreement. We may
accept larger deposits once proper verification is received and validated.
I
am showing [redacted] did upload documents into us on 3/19/2015 as instructed
by the representative she spoke with. The same representative did send the
information to the corporate office in attempt to have us accept the documents
provided. Unfortunately, we do not accept screenshot of online accounts for
deposit verification. [redacted] was advised that an awards letter was
required to validate the address on the account as well as the amount of the
deposit. This was completed by [redacted] on 3/26/2015 at 5:43 pm EST, but
the deposit was already returned the same day at 4:00 pm EST due to only being
able to hold deposits for 7 days. I sincerely apologize for any inconvenience
this has caused [redacted]. We have pulled and are reviewing the calls associated
to [redacted] account to review for quality assurance. We will not be
compensating [redacted] for the return of her direct deposit due to the
information that was sent by her are not valid documents. She was also advised
of the information required, but the representative was hoping to resolve the
issue.
We
appreciate [redacted] feedback.
These types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.
Regards,
[redacted]
Escalation
Agent
I have more information. I received a letter in the mail from rushcard stating the reason why they reversed the provisional credit that I was given in the amount of $447.47, was because [redacted] told them that my home address (Which is also my billing address! When someone hacks your...
credit card information, they are able to get all that information!) was used to make the transaction. There have been so many incidences where money is stolen from a person's card account, and the crook uses the victim's address for the items to be mailed to. So, this is not a valid reason to reverse the provisional credit which took the last little bit of money I had in my account in the amount of $144.94. Right now my card account balance is -$302.53 and $0.00 available balance. I just want my money back. Those charges were fraudulent as I do not use [redacted] service. Someone by the name of [redacted] (Most likely an alias that the person used) made the order, and used my billing address as the mailing address. I just want my money back. I want the negative balance to be removed, and for the $144.94 to be put back on my card so that I can pay for my medicine for my medical condition.
Because she last stated in your response previous to this one she wanted a paycheck stub. That stub was sent and then asked for all information to be resent again. Grrrrrrrrrr ok this is the last time im going to send the information. So im compelling everything that she asked for in this response and will send again to her. If still isn't released immediately, then what??? Imma still be without... Im also sending proof of eviction notice as well and brown bill. I would like my 212.00 late fee paid and the difference between my lge price of 353-160 paid to me as well.... Unnecessary fees added on for the long wait to even start the process of my money. Thank you have a good day
July 21, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # 10713506
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. 10713506, which the RevDex.com® (“Revdex.com”) received from [redacted], on July 14, 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 states
that she was charged both plan fees to her RushCard account. [redacted] also
stated that she received poor customer service when contacting RushCard
customer service.
On June 24, 2015 [redacted] contacted RushCard customer
service to request a switch in plans from the Rush Unlimited Plan to the Pay As
You Go Plan. [redacted] contacted RushCard customer service on July 13, 2015 to
inquire being charged for both plans in a short amount of time. [redacted] was
advised by customer service representatives that she was charged for the $7.95
Rush Unlimited Plan for the month of June and for the month of July was charged
$1.00 per transaction for the Pay As You Go Plan. On July 15, 2015, a RushCard Customer Service Specialist contacted [redacted] to
advise that she was charged the correct plan fees. In addition as a courtesy, $10.00
of transaction fees were reversed back to [redacted] RushCard account.
We appreciate [redacted] feedback
and sincerely apologize for
the substandard customer service she received when contacting RushCard Customer
Service. Our goal is to provide financial convenience supported by reliable
customer service.
Tyree T.
Corporate Customer Service
August 2, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: July 29, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her card to card transfer for $180 did not go through and that she cannot wait for RushCard corporate office to resolve this. [redacted] would like her funds put back on her RushCard account immediately. After review of [redacted] card to card transfer transaction, it was determined it failed. A credit of $180 was put back on [redacted] RushCard account. On August 2, 2016 a RushCard corporate customer specialist attempted to contact [redacted] to advise her of this. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
March 20, 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 # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he is not able to use his RushCard online account because it is blocked. [redacted] also states he was told he would have to wait until Monday 3/20/2017 to get the account unblocked. [redacted] is requesting that his online account be unblocked. On 3/18/17, [redacted] contacted RushCard customer service stating that he was unable to access his online account. The customer service agent advised [redacted] it would take 24-48 hours for a resolution. Our records indicate that [redacted] online account was unblocked on 3/20/17. On 3/20/17, a RushCard corporate specialist attempted to contact [redacted] to advise him of this information. A detailed message was left for a callback. Regards, RushCard Corporate Customer Service
June 6, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number: Revdex.com...
[redacted] Complaint date: June 2, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $245.25 is being held because the merchant did not provide the exact amount to be released in the letter that was faxed to RushCard. [redacted] is requesting her funds be put back on her RushCard. On June 2, 2016 [redacted] contact RushCard regarding her merchant hold release. She spoke to a customer service agent that advised her that the letter needed to include the exact amount to be released. On June 6, 2016, a RushCard corporate customer service specialist attempted contacted [redacted] and advise her on the merchant hold release policy. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Tina, I spoke to this customer and he was advised that credit was given for the one transaction that was done after the replacement of his card. He was advised several times about the rebuttal process. There is no new information or request in his rejection letter. He is still stating he doesn’t agree with the decision. UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comKathy R., Customer Service SpecialistDirect: (513) 489-7874 Option 1Fax: (513) [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted]Now I was advised to wait 24 hrs I honestly don't think that unirush never sent out a bill pay because I've would of been received it also this is s company they don't keep sending out checks like that it's only obvious they never sent anything out unirush are liars and I still haven't received my express cash.Now unirush claims that they are going to send my refund via Express Cash I still haven't received no reference number they are liars and now I've contacted my lawyer to look in too this matter I can't receive anything that they didn't send out they are liars. I've contacted customer service at unirush now they are advertising me to wait to transfer the funds. I waited long enough.I don't believe that you guys never sent me out a refund check
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 shouldnt have to wait to March 27th because I am not a New Card Member. I shouldnt be subjected to being displaced as "New" .. I should be able to receive a provisional credit 3/17/2018.
Regards,
[redacted]
October 30,
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. 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 proble[redacted] 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 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 12, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist