October 22, 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 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
July 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: July 26, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard reversed a transaction that was unauthorized. [redacted] also states that he would like the funds credited back to his account. RushCard records indicate that the pending transaction from [redacted] in the amount of $20.57 was released on July 25, 2017. The merchant did settle for $14.61 which was posted on July 21, 2017. If this amount is incorrect or not authorized a dispute must be filed. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. This does not fix anything as far as the holiday fee schedule I feel we should be compensated because of the inconvience you all caused I lost my apartment and was unable to pay some bills.a
Regards,
[redacted]
November 13, 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. 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/. Additionally, a
$25.00 courtesy credit was issued 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 August 22, 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 6, 2015 in the amount of
$150.00.
On August 6, 2015 RushCard received
an authorization hold on [redacted] RushCard account ending in [redacted] for $150.00.
On August 21, 2015, [redacted] advised
RushCard customer service that the hold need to be placed back onto her
RushCard account. [redacted]
was instructed to send a Merchant Hold Release Letter to validate and release
the pending hold. On August 21, 2015, the merchant began submitting the
merchant hold release letters. RushCard customer service received invalid
merchant hold release letters and [redacted] was asked to send a valid letter
with the correct amount of the hold provided. On August 28, 2015 a RushCard Corporate Customer
Service Specialist contacted the merchant and was able to validate and release
the hold. An outreach was made to [redacted] to advise that the hold had been
released and funds were available.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
July 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 22, 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 RushCard blocked her account without any notification. [redacted] is requesting her funds on the account, and the late fee that she incurred On July 25, 2016, a RushCard corporate customer service specialist contacted [redacted] to process and express cash as [redacted] is wanting to close out her RushCard account. [redacted] contacted our corporate office and requested an express cash. Rushcard’s corporate specialist processed the express cash requested and provided her with the information to retrieve her funds. [redacted] states she does not want to close out her card at this time. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Nothing was done to resolve the issue, I was told since it was settled that it cannot be refunded but [redacted] advised Rush Card to release the funds which was notated in the account, I do plan on going higher then Revdex.com and seek maybe legal action regarding the charge since the business that double charged me gave Rush Card the ok to release my funds. I was also contacted by a representative who insisted on not allowing me to plead my case but instead she made the conversation very clear that no help would be given.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
January 10, 2016VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] Complaint date: January 5, 2017 To Whom It May Concern:This letter is in response to the consumer complaint # 11890388 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 he completed the social share promotion and as of date did not receive the credit he was promised. [redacted] also states he had the issue escalated and was provided with different dates he would receive the credit. [redacted] is requesting the Social Share promotion credit of $10 to be applied to his account. Per previous response from time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on November 30, 2016, and that RushCard does not see any records which shows this cardholder successfully shared in social media. A corporate customer service specialist contacted [redacted] on January 10, 2017 to advise of the above information. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
February 23, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: February 16, 2016 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. 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. 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 she did not timely receive a replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On February 10, 2016, [redacted] contacted RushCard customer service and requested for an expedited replacement card. [redacted] contacted customer service again on February 12, 2016, to advise that she didn’t receive her card. Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement card. On February 12, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On February 17, 2016 and February 18, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner. [redacted]’ funds were also transfer to her new account ending in [redacted] has received her card, express cash and has unrestricted access to her funds. On February 23, 2016, a customer service specialist attempted to contact [redacted]. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
September 12, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: September 11, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he entered a Referral promotional code when applying for a new RushCard and now RushCard is not honoring the promotion. [redacted] also states as a remedy to waive the activation fee, since the Referral code did not take. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Our records indicate that [redacted] started contacting RushCard customer service on September 11, 2017 after loading $400 and the One Time Card Fee was taken out. [redacted] indicate that he was missing credits for the Refer a Friend promotion. As disclosed in our marketing materials, to qualify for a Refer a Friend promotion, the referred friend must: (i) not be a current RushCard cardholder, (ii) provide the referral ID of the referring cardholder when applying for a card, (iii) set a PIN for his/her new card, and (iv) make a Qualifying Load of funds at least equal to the One-Time Card Fee. Qualifying Load must be made via ACH credit, cash load, or Ingo check deposit. [redacted] was advised that he did not qualify because he was a current cardholder. [redacted] then requested a credit of $9.95 for the one time card fee. The agent that [redacted] spoke to advised him that there was no promotional code on the application to credit that fee. On September 12, 2017 a RushCard corporate specialist contacted [redacted] to reiterate this information. As a courtesy, the One Time Card Fee was waived. [redacted] was satisfied with the resolution. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
January 2, 2018 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste 600Cincinnati 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 December 27, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charged out of network ATM withdrawal fees of $2.50 each. [redacted] would like a refund for the ATM fees because she states they were in the network. On January 2, 2018, a corporate customer service representative attempted to contact [redacted] we left a detailed message advising [redacted] we did reverse the two $2.50 Out of Network ATM Fees. Also advised [redacted] that the ATM in question is not in the money pass network. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much for all your help in rectifying this issue.
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 26, 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
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on June 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]
[redacted]’ complaint contends that she has not received her funds from an error
allegation dispute she filed on May 8, 2015 in the amount of $379.24.
On May
8, 2015 [redacted]’ filed an error allegation dispute regarding a $379.24
charge on her account. On May 14,
2015, the RushCard dispute team received a signed error allegation dispute form
from [redacted]’. The dispute process can take up to 45 days to investigate
the claim and as of now there are no updates regarding the outcome of the
dispute. A Corporate Customer Service Specialist contacted [redacted] and
advised her of the status of the investigation. Once the claim is final [redacted]’
will receive a letter in the mail regarding the outcome of the dispute.
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.
Regards,
[redacted] I SENT IN MY DRIVER LIC WHICH IS VALID AND A DEATH CERTIFICATE AND A LETTER TO RUSH CARD AND GOING THROUGH MY HUSBAND PAPERS HE HAD A WILL HE GOT AT A PRINTING COMPANY AND IT WAS NOTARY BY A NOTARY. HE DID'NT HAVE THE MONEY TO GO TO COURT. THAT WILL SHOULD BE GOOD HE SIGN IT BEFORE A LIC NOTARY.
January 5, 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 November 3, 2015 [redacted] filed an error allegation dispute regarding a transaction in the amount of $172.32 from [redacted]. On November 26, 2015, RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard 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. While one of the $30.00 expediting fees were reversed there was the initial one charged on 11/02/2017 tht has not yet been reversed. When I spoke to the representative that called me on the morning of 11/07/2017 she had stated she had reversed it. Not sure what happened but I only see one of the $30 fees reversed.
Regards,
[redacted]
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 a result, credit in the amount of $ 161.61 was posted to your account on October 12, 2016 and any applicable fee(s) have been...
reversed. This is considered permanent and we have closed this dispute case. 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.
October 22, 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 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
July 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: July 26, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard reversed a transaction that was unauthorized. [redacted] also states that he would like the funds credited back to his account. RushCard records indicate that the pending transaction from [redacted] in the amount of $20.57 was released on July 25, 2017. The merchant did settle for $14.61 which was posted on July 21, 2017. If this amount is incorrect or not authorized a dispute must be filed. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. This does not fix anything as far as the holiday fee schedule I feel we should be compensated because of the inconvience you all caused I lost my apartment and was unable to pay some bills.a
Regards,
[redacted]
November 13, 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. 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/. Additionally, a
$25.00 courtesy credit was issued 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
August 28, 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 August 22, 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 6, 2015 in the amount of
$150.00.
On August 6, 2015 RushCard received
an authorization hold on [redacted] RushCard account ending in [redacted] for $150.00.
On August 21, 2015, [redacted] advised
RushCard customer service that the hold need to be placed back onto her
RushCard account. [redacted]
was instructed to send a Merchant Hold Release Letter to validate and release
the pending hold. On August 21, 2015, the merchant began submitting the
merchant hold release letters. RushCard customer service received invalid
merchant hold release letters and [redacted] was asked to send a valid letter
with the correct amount of the hold provided. On August 28, 2015 a RushCard Corporate Customer
Service Specialist contacted the merchant and was able to validate and release
the hold. An outreach was made to [redacted] to advise that the hold had been
released and funds were available.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
Tyree T.
Corporate Customer Service
July 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 22, 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 RushCard blocked her account without any notification. [redacted] is requesting her funds on the account, and the late fee that she incurred On July 25, 2016, a RushCard corporate customer service specialist contacted [redacted] to process and express cash as [redacted] is wanting to close out her RushCard account. [redacted] contacted our corporate office and requested an express cash. Rushcard’s corporate specialist processed the express cash requested and provided her with the information to retrieve her funds. [redacted] states she does not want to close out her card at this time. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Nothing was done to resolve the issue, I was told since it was settled that it cannot be refunded but [redacted] advised Rush Card to release the funds which was notated in the account, I do plan on going higher then Revdex.com and seek maybe legal action regarding the charge since the business that double charged me gave Rush Card the ok to release my funds. I was also contacted by a representative who insisted on not allowing me to plead my case but instead she made the conversation very clear that no help would be given.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
January 10, 2016VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] Complaint date: January 5, 2017 To Whom It May Concern:This letter is in response to the consumer complaint # 11890388 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 he completed the social share promotion and as of date did not receive the credit he was promised. [redacted] also states he had the issue escalated and was provided with different dates he would receive the credit. [redacted] is requesting the Social Share promotion credit of $10 to be applied to his account. Per previous response from time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on November 30, 2016, and that RushCard does not see any records which shows this cardholder successfully shared in social media. A corporate customer service specialist contacted [redacted] on January 10, 2017 to advise of the above information. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
February 23, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: February 16, 2016 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. 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. 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 she did not timely receive a replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On February 10, 2016, [redacted] contacted RushCard customer service and requested for an expedited replacement card. [redacted] contacted customer service again on February 12, 2016, to advise that she didn’t receive her card. Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement card. On February 12, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On February 17, 2016 and February 18, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner. [redacted]’ funds were also transfer to her new account ending in [redacted] has received her card, express cash and has unrestricted access to her funds. On February 23, 2016, a customer service specialist attempted to contact [redacted]. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
September 12, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: September 11, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he entered a Referral promotional code when applying for a new RushCard and now RushCard is not honoring the promotion. [redacted] also states as a remedy to waive the activation fee, since the Referral code did not take. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Our records indicate that [redacted] started contacting RushCard customer service on September 11, 2017 after loading $400 and the One Time Card Fee was taken out. [redacted] indicate that he was missing credits for the Refer a Friend promotion. As disclosed in our marketing materials, to qualify for a Refer a Friend promotion, the referred friend must: (i) not be a current RushCard cardholder, (ii) provide the referral ID of the referring cardholder when applying for a card, (iii) set a PIN for his/her new card, and (iv) make a Qualifying Load of funds at least equal to the One-Time Card Fee. Qualifying Load must be made via ACH credit, cash load, or Ingo check deposit. [redacted] was advised that he did not qualify because he was a current cardholder. [redacted] then requested a credit of $9.95 for the one time card fee. The agent that [redacted] spoke to advised him that there was no promotional code on the application to credit that fee. On September 12, 2017 a RushCard corporate specialist contacted [redacted] to reiterate this information. As a courtesy, the One Time Card Fee was waived. [redacted] was satisfied with the resolution. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
January 2, 2018 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste 600Cincinnati 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 December 27, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charged out of network ATM withdrawal fees of $2.50 each. [redacted] would like a refund for the ATM fees because she states they were in the network. On January 2, 2018, a corporate customer service representative attempted to contact [redacted] we left a detailed message advising [redacted] we did reverse the two $2.50 Out of Network ATM Fees. Also advised [redacted] that the ATM in question is not in the money pass network. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much for all your help in rectifying this issue.
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 26, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
June 9,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on June 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]
[redacted]’ complaint contends that she has not received her funds from an error
allegation dispute she filed on May 8, 2015 in the amount of $379.24.
On May
8, 2015 [redacted]’ filed an error allegation dispute regarding a $379.24
charge on her account. On May 14,
2015, the RushCard dispute team received a signed error allegation dispute form
from [redacted]’. The dispute process can take up to 45 days to investigate
the claim and as of now there are no updates regarding the outcome of the
dispute. A Corporate Customer Service Specialist contacted [redacted] and
advised her of the status of the investigation. Once the claim is final [redacted]’
will receive a letter in the mail regarding the outcome of the dispute.
We appreciate [redacted]’ feedback and
sincerely apologize for
the inconvenience this has caused.
[redacted]
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I SENT IN MY DRIVER LIC WHICH IS VALID AND A DEATH CERTIFICATE AND A LETTER TO RUSH CARD AND GOING THROUGH MY HUSBAND PAPERS HE HAD A WILL HE GOT AT A PRINTING COMPANY AND IT WAS NOTARY BY A NOTARY. HE DID'NT HAVE THE MONEY TO GO TO COURT. THAT WILL SHOULD BE GOOD HE SIGN IT BEFORE A LIC NOTARY.
January 5, 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 November 3, 2015 [redacted] filed an error allegation dispute regarding a transaction in the amount of $172.32 from [redacted]. On November 26, 2015, RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard 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. While one of the $30.00 expediting fees were reversed there was the initial one charged on 11/02/2017 tht has not yet been reversed. When I spoke to the representative that called me on the morning of 11/07/2017 she had stated she had reversed it. Not sure what happened but I only see one of the $30 fees reversed.
Regards,
[redacted]
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 a result, credit in the amount of $ 161.61 was posted to your account on October 12, 2016 and any applicable fee(s) have been...
reversed. This is considered permanent and we have closed this dispute case. 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.