The Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202-2468 May 6, 2015 RE: Complaint ID: [redacted] We received [redacted] complaint regarding her cardstatus and the availability of her funds. RushCard logs all customer contactand activity...
associated with financial cards. After review of [redacted] account I am showing her cardwas blocked on 4/26/2015 due to the account being compromised. We did send [redacted] an alert advising her to contact customer service. Once this was done,[redacted] confirmed there were unauthorized transactions on her account,causing us to have to reissue her a new RushCard. [redacted] did inform usthat she needed to change the address in order to receive the account. Due to recent activity, additional validation is requiredbefore we were able to issue a card out to [redacted]. Unfortunately, theadditional validation was not passed and documents were requested from [redacted] in order to issue her card to her. I completely understand theinconvenience of providing proof of address for a home she is currently stayingat. After reviewing the account, [redacted] did provide proof of address forher previous address. These documents were validated today, 5/6/2015, and arepresentative spoke with [redacted] to provide her an update. The card wasissued successfully to [redacted] today. We sincerely apologize for any inconvenience this has caused[redacted] and we appreciate her feedback. These types of issues go directly against our mission of access andinclusion for everyone and we look to be clearer and avoid similar problems forall of our customers. Regards, [redacted]Customer Service SpecialistTell us why here...
May 21, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: 5/16/2017 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he did not authorize a transaction 3/16/2017 for $441.72 from [redacted]. [redacted] also disagrees with our decision to deny her claim and is requesting his funds be refunded. RushCard records indicate that [redacted] filed a dispute on 3/16/2017 for $441.72 which was denied due to no error was found. The merchant provided documentation verifying that [redacted] account was charged on 3/15/2017 for $441.72 and that the account was in her name at the address that matches the account address RushCard has on file. When the dispute claim was first processed, RushCard submitted a chargeback to the merchant 3/18/2017. On 4/23/2017 [redacted] reversed the chargeback and provided documentation that the charge was indeed valid. At this time, there is no credit due to [redacted] account and our investigation process is complete. 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. RushCard Corporate Customer Service
Because of this disaster of a revamp in their system they have caused 2 of my bills to become delinquent. My payment to [redacted] was declined I was told that some kind of hold had been placed on my account. I've tried everyday for weeks to try and contact RUSHCARD by phone on several different numbers to find out what this hold is about and they refuse to answer the phone. To this very day they have yet to answer on any numbers that I call. I was told by [redacted] that if I could have gotten the payment thru on 10/16/2015 they would have waived the late charge. But I can't get in touch with RUSHCARD to get any questions answered. In the meantime even though there was a hold on my account the amount of $64.00 was deducted from my account and lost in space. Therefore the other bill that was due to [redacted] was not paid until I could be refunded for money that was lost in space. So there's a $35.00 late fee on that bill also. Eventually they put the $64.00 back into my account on the 20th. So now I have 2 late fees assessed for $70.00. I feel like should be reimbursed for their negligence and lack of customer service. I still don't have any answers to why any of this was done. I don't think my resolution is unreasonable. Please advise. Thanking you in advance for your assistance.
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. Unirush has not given me any information about my claim, why it is not valid, or any other details. I would like an explanation with details regarding this issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Someone should call me by now this back and forth is getting us no where. Rushcard still owes me $119.44
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 8, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per previous response, [redacted] has access
to her funds and account information. On October 26, 2015, [redacted] direct
deposit was received and posted to her RushCard account. Attached to the
complaint response is a screenshot of the direct deposit that posted to [redacted] account. The $20.00 courtesy credit was provided to [redacted]
account for the inconvenience of the conversion. [redacted] received her direct
deposit on the effective date. No other credits will be provided to [redacted]
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
November 18, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted]To Whom It May Concern:This letter is in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on October 12, 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]’s complaint states that RushCard held his
funds from a gas station transaction. [redacted] also stated that the
representatives were very disrespectful when contacting the RushCard call
center and advised that proper verification needs to be validated. Per response, On October
8, 2015, a gas hold transaction for the amount of $33.93 was made on [redacted] account. [redacted] contacted RushCard customer service to advise that
the transaction was canceled and needed to be released. [redacted] was advised
by the representative that the gas hold is unable to be released sooner than
the expiration date, October 18, 2015. Per RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser
("pay at the pump"), the merchant may preauthorize the transaction
amount (place a hold) on the account. If you
use your Card at a restaurant, a hotel, for a car rental purchase, or for
similar purchases, the merchant or we may preauthorize the transaction amount
for the purchase amount. These merchants must settle first and then the
transaction can be released. [redacted] received his funds on the expiration
date, October 18, 2015. We appreciate [redacted]
feedback and once again we sincerely apologize for the inconvenience this matter
has caused. Corporate Customer
Service
January 31, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint Date: January 24, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed. Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $101.94. [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and conditions of the services. All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, 2018 which at that time the provisional credit was remove* from the cardholders account. [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, 2018. [redacted] can contact the merchant in question for further assistance, the merchant can be reached at payments@[redacted].com visit the merchant website at [redacted].com . Sincerely, RushCard Corporate Customer Service
November 22, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: November 13, 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 there was an illegal transaction taking out of his account from [redacted]. [redacted] is requesting his funds be put back on his card. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on November 9, 2017 and spoke to an agent that advised him no refund has posted to their RushCard. On November 10, 2017 [redacted] contacted RushCard customer service and spoke to an agent and was advised it will take 3-5 business days to post to their account. After reviewing [redacted]s account there is no pending hold or transaction for [redacted] showing on their account. On November 20 & 21, 2017, A Corporate customer service representative attempted to contact [redacted] and a detailed message was left for a call back. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have contacted Rushcard on 11/05/2015 and the said their systems are still down, that they would text me when it was up and running again. That's not acceptable to me my children are suffering because they can't get the medications they need due to the fact Rushcard has yet to fix there glitches. I need for them to take care of this problem immediately. I have emailed and made numerous calls and the only answer they tell me is that there system is down.
Paperwork and documentation has been sent over to rush card on numerous occasions regarding approved refund and status of equipment. Thank you! Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Customer called stating her latest direct deposit hasn't been posted (was supposed to be 7/28). Please help.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 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 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. Additionally, a $20.00 courtesy credit was applied 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
October 28, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted] ...
Date: October 28, 2016 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 October 28, 2016. 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. [redacted] complaint states that RushCard was not able to release a pending unauthorized transaction on her account. [redacted] also states that she would like the funds of $1,200.00 credited back to the account. On October 28, 2016, a corporate customer service representative contacted [redacted] to discuss the pending transaction of $1,200.00 from [redacted]. We do show that [redacted] has filed a dispute through our dispute department. We have advised [redacted] that the research time frame is 45-90 days for completion. 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. RushCard Corporate Customer Service
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while...
dutifully protecting customer identities and resources. In [redacted] complaint, she states RushCard did not flag her account when a sequence on unauthorized transactions posted to her account. She said she filed an unauthorized dispute totaling $1502.00, she was told she will get a refund with ten business day; however, she has yet to receive any refund. Our record indicates on March 6, 2017, [redacted] filed an unauthorized dispute on four ATM transactions, posted on February 24th, 2017, totaling $ 1,491.80. On March 17, 2017, [redacted] claim was denied, [redacted] claimed her card was in her possession when the occurred and the pin was memorized and not shared. We found no pin changes or invalid pin attempts.
May 19, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth St Suite 600 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 May 18, 2016. 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. [redacted] complaint states that RushCard closed her account without notice. [redacted] is also requesting for her funds as soon as possible. On May 13, 2016, [redacted] RushCard account is permanently closed in accordance with RushCard Risk procedure. [redacted] was advised a bill payment for the remaining balance was issued to the address on the account. [redacted] will receive the bill payment within 7-10 business days. We appreciate [redacted] feedback. Tyree T. 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 7, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, at
this time, our system is up and running and cardholders have access to their funds
and account information. All fees are not being charged to [redacted]
RushCard account. On November 3, 2015 [redacted] contacted RushCard customer
service and requested closure to her 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
The Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202-2468 May 6, 2015 RE: Complaint ID: [redacted] We received [redacted] complaint regarding her cardstatus and the availability of her funds. RushCard logs all customer contactand activity...
associated with financial cards. After review of [redacted] account I am showing her cardwas blocked on 4/26/2015 due to the account being compromised. We did send [redacted] an alert advising her to contact customer service. Once this was done,[redacted] confirmed there were unauthorized transactions on her account,causing us to have to reissue her a new RushCard. [redacted] did inform usthat she needed to change the address in order to receive the account. Due to recent activity, additional validation is requiredbefore we were able to issue a card out to [redacted]. Unfortunately, theadditional validation was not passed and documents were requested from [redacted] in order to issue her card to her. I completely understand theinconvenience of providing proof of address for a home she is currently stayingat. After reviewing the account, [redacted] did provide proof of address forher previous address. These documents were validated today, 5/6/2015, and arepresentative spoke with [redacted] to provide her an update. The card wasissued successfully to [redacted] today. We sincerely apologize for any inconvenience this has caused[redacted] and we appreciate her feedback. These types of issues go directly against our mission of access andinclusion for everyone and we look to be clearer and avoid similar problems forall of our customers. Regards, [redacted]Customer Service SpecialistTell us why here...
May 21, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: 5/16/2017 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he did not authorize a transaction 3/16/2017 for $441.72 from [redacted]. [redacted] also disagrees with our decision to deny her claim and is requesting his funds be refunded. RushCard records indicate that [redacted] filed a dispute on 3/16/2017 for $441.72 which was denied due to no error was found. The merchant provided documentation verifying that [redacted] account was charged on 3/15/2017 for $441.72 and that the account was in her name at the address that matches the account address RushCard has on file. When the dispute claim was first processed, RushCard submitted a chargeback to the merchant 3/18/2017. On 4/23/2017 [redacted] reversed the chargeback and provided documentation that the charge was indeed valid. At this time, there is no credit due to [redacted] account and our investigation process is complete. 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. RushCard Corporate Customer Service
Because of this disaster of a revamp in their system they have caused 2 of my bills to become delinquent. My payment to [redacted] was declined I was told that some kind of hold had been placed on my account. I've tried everyday for weeks to try and contact RUSHCARD by phone on several different numbers to find out what this hold is about and they refuse to answer the phone. To this very day they have yet to answer on any numbers that I call. I was told by [redacted] that if I could have gotten the payment thru on 10/16/2015 they would have waived the late charge. But I can't get in touch with RUSHCARD to get any questions answered. In the meantime even though there was a hold on my account the amount of $64.00 was deducted from my account and lost in space. Therefore the other bill that was due to [redacted] was not paid until I could be refunded for money that was lost in space. So there's a $35.00 late fee on that bill also. Eventually they put the $64.00 back into my account on the 20th. So now I have 2 late fees assessed for $70.00. I feel like should be reimbursed for their negligence and lack of customer service. I still don't have any answers to why any of this was done. I don't think my resolution is unreasonable. Please advise. Thanking you in advance for your assistance.
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. Unirush has not given me any information about my claim, why it is not valid, or any other details. I would like an explanation with details regarding this issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Someone should call me by now this back and forth is getting us no where. Rushcard still owes me $119.44
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 8, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per previous response, [redacted] has access
to her funds and account information. On October 26, 2015, [redacted] direct
deposit was received and posted to her RushCard account. Attached to the
complaint response is a screenshot of the direct deposit that posted to [redacted] account. The $20.00 courtesy credit was provided to [redacted]
account for the inconvenience of the conversion. [redacted] received her direct
deposit on the effective date. No other credits will be provided to [redacted]
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
November 18, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted]To Whom It May Concern:This letter is in
response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted] on October 12, 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]’s complaint states that RushCard held his
funds from a gas station transaction. [redacted] also stated that the
representatives were very disrespectful when contacting the RushCard call
center and advised that proper verification needs to be validated. Per response, On October
8, 2015, a gas hold transaction for the amount of $33.93 was made on [redacted] account. [redacted] contacted RushCard customer service to advise that
the transaction was canceled and needed to be released. [redacted] was advised
by the representative that the gas hold is unable to be released sooner than
the expiration date, October 18, 2015. Per RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser
("pay at the pump"), the merchant may preauthorize the transaction
amount (place a hold) on the account. If you
use your Card at a restaurant, a hotel, for a car rental purchase, or for
similar purchases, the merchant or we may preauthorize the transaction amount
for the purchase amount. These merchants must settle first and then the
transaction can be released. [redacted] received his funds on the expiration
date, October 18, 2015. We appreciate [redacted]
feedback and once again we sincerely apologize for the inconvenience this matter
has caused. Corporate Customer
Service
January 31, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint Date: January 24, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed. Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $101.94. [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and conditions of the services. All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, 2018 which at that time the provisional credit was remove* from the cardholders account. [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, 2018. [redacted] can contact the merchant in question for further assistance, the merchant can be reached at payments@[redacted].com visit the merchant website at [redacted].com . Sincerely, RushCard Corporate Customer Service
November 22, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: November 13, 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 there was an illegal transaction taking out of his account from [redacted]. [redacted] is requesting his funds be put back on his card. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on November 9, 2017 and spoke to an agent that advised him no refund has posted to their RushCard. On November 10, 2017 [redacted] contacted RushCard customer service and spoke to an agent and was advised it will take 3-5 business days to post to their account. After reviewing [redacted]s account there is no pending hold or transaction for [redacted] showing on their account. On November 20 & 21, 2017, A Corporate customer service representative attempted to contact [redacted] and a detailed message was left for a call back. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have contacted Rushcard on 11/05/2015 and the said their systems are still down, that they would text me when it was up and running again. That's not acceptable to me my children are suffering because they can't get the medications they need due to the fact Rushcard has yet to fix there glitches. I need for them to take care of this problem immediately. I have emailed and made numerous calls and the only answer they tell me is that there system is down.
Regards,
[redacted]
Paperwork and documentation has been sent over to rush card on numerous occasions regarding approved refund and status of equipment. Thank you! Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Customer called stating her latest direct deposit hasn't been posted (was supposed to be 7/28). Please help.
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 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 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. Additionally, a $20.00 courtesy credit was applied 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
October 28, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted] ...
Date: October 28, 2016 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 October 28, 2016. 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. [redacted] complaint states that RushCard was not able to release a pending unauthorized transaction on her account. [redacted] also states that she would like the funds of $1,200.00 credited back to the account. On October 28, 2016, a corporate customer service representative contacted [redacted] to discuss the pending transaction of $1,200.00 from [redacted]. We do show that [redacted] has filed a dispute through our dispute department. We have advised [redacted] that the research time frame is 45-90 days for completion. 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. RushCard Corporate Customer Service
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while...
dutifully protecting customer identities and resources. In [redacted] complaint, she states RushCard did not flag her account when a sequence on unauthorized transactions posted to her account. She said she filed an unauthorized dispute totaling $1502.00, she was told she will get a refund with ten business day; however, she has yet to receive any refund. Our record indicates on March 6, 2017, [redacted] filed an unauthorized dispute on four ATM transactions, posted on February 24th, 2017, totaling $ 1,491.80. On March 17, 2017, [redacted] claim was denied, [redacted] claimed her card was in her possession when the occurred and the pin was memorized and not shared. We found no pin changes or invalid pin attempts.
May 19, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth St Suite 600 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 May 18, 2016. 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. [redacted] complaint states that RushCard closed her account without notice. [redacted] is also requesting for her funds as soon as possible. On May 13, 2016, [redacted] RushCard account is permanently closed in accordance with RushCard Risk procedure. [redacted] was advised a bill payment for the remaining balance was issued to the address on the account. [redacted] will receive the bill payment within 7-10 business days. We appreciate [redacted] feedback. Tyree T. 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 7, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, at
this time, our system is up and running and cardholders have access to their funds
and account information. All fees are not being charged to [redacted]
RushCard account. On November 3, 2015 [redacted] contacted RushCard customer
service and requested closure to her 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