Complaint was filed with Revdex.com on 3/27/17 UPDATE as of 3/28/17Still has not received dispute form. Each rep is telling and doing the same exact thing that the previous rep did. It is impossible to get a supervisor on the line. I spoke with a rep today at 2:34 PM cst and informed him of my issue....
I requested to speak with a supervisor and was transferred back into queue. Before the transfer, the rep refused to provide me with his name. I called back at 2:49 PM cst, spoke with another rep, same exact thing occurred. Still no dispute form and no help from Rushcard. I am now seeking legal action against the company. Thanks,[redacted]###-###-#### UPDATE as of 3/28/17I’m now no longer able to log in online to my account period. The message it gives me is that my account has been suspended. I contacted Rushcard again and was advised that the corporate office has decided to permanently close my account and that the balance I had left would be mailed to me in the form of a paper check. This is not helping me at the least. I advised the rep that I have a payroll deposit that will be coming Friday 3/31/17 and the agent informed that it will be returned to my employer and I won’t be paid. This is UNACCEPTABLE!
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 want my 800 dollars that is suppossed to be on my card. My card nor my Wifes account are working, so you are lying. I want compensation for the issues and I want my money I entrusted your company with.
Regards,
[redacted]
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 12, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted]ccount for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
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 still cannot access my account and I need to have this taken care of ASAP thank you
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 Rapid prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully...
protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions that posted to her Rapid Paycard. She is requesting provisional credit. Our records indicate on May 29, 2017, [redacted] disputed fraudulent transactions that posted to her account. She was told to sign her dispute form and returning back to RapidPaycard within 10 business days for provisional credit. [redacted] failed to that. Currently her claim is being investigated. A final decisional will be sent to her by August 27, 2017. Regards, RushCard Corporate Customer Service
December 22, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: December 19, 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 requested a replacement card and did not receive it within the 1-2 business days. [redacted] contacted RushCard regarding the fee waiver request. [redacted] is requesting the $30.00 expedited card fee be waived. RushCard records indicate that [redacted] contacted RushCard and requested a replacement card on December 2, 2017. Our records further indicate that the card was delivered on December 6, 2017 and that there was a delay in the shipment of [redacted] card. The expedited card fee of $30.00 has been waived on the account. On December 22, 2017 a RushCard Corporate Resolutions Specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. 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. No unirush haven't responded to my complaint and no they haven't replied on their terms outlined in there agreement.
Regards,
[redacted]
March 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Consumer: [redacted] Complaint number: [redacted] Complaint date: 2/23/2018 To Whom It May Concern: This letter is in response to the consumer...
complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she set up part of her payroll check to go to her boyfriend’s (Michael Johnson’s) account, and now RushCard has blocked his account. [redacted] further states she was told it was blocked because of 3rd party deposits she has been sending to his account. [redacted] states she has been doing that for 8 months and now RushCard wants to stop it. [redacted] is requesting an explanation as to how this could be allowed for 8 months and then stopped. She is requesting the remaining funds be transferred to her other RushCard account or a check sent. Our policy on sending Direct Deposits is outlined in the RushCard Cardholder agreement and states as followed: You may not attempt to load your Card with direct deposits designated to another person and only you may load funds to the Card. On 2/13/18, [redacted] contacted RushCard customer service inquiring about 3rd party deposits that have been posting to her boyfriend’ RushCard account in her name. [redacted] was advised of the policy regarding 3rd party deposit. On 3/2/18 a RushCard corporate resolution specialist contacted [redacted] to reiterate the policy and advise her that a check for the remaining funds were sent to the address on file. [redacted] indicated that she was satisfied with the resolution. We appreciate [redacted] feedback. 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.
Regards,
[redacted]
February 1, 2017VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: January 26, 2017 To Whom It May Concern:This letter is in response to the consumer complaint #[redacted]...
referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was not provided a viable source to file a settlement claim as she was one of the customers that experienced an interruption in service post conversion October 2015.All affected consumers received notification through one of two ways:1) The settlement administrator initially sent out notifications electronically (which is consistent with the most common way we communicate with our cardholders; or 2) For cardholders who did not have a valid email address, the settlement administrator sent them physical notifications to their most recent mailing address.For class member convenience, claims could be filed via email or sent to the class administrator’s physical address. Many cardholders elected to use either method to successfully submit a form. Even those class members that did not do so, still received automatic payments from the first tier of the class action settlement.The settlement was preliminary approved by the Southern District of New York on May 17, 2016, and claims were accepted until August 30, 2016.On February 1, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that she will need to call ###-###-#### or email the settlement group at www.Rushsettlement.com regarding any questions or concerns. We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her. Regards,RushCard Corporate Customer Service
July 21, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [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 July 21, 2016. 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 is not posting her direct deposit 2 days early. [redacted] would like her direct deposit posted on her account. On July 13, 2016, [redacted] contacted RushCard and spoke to a customer service agent regarding her direct deposit. [redacted] was advised that the deposit had not been received yet. [redacted] direct deposit posted to her RushCard account on July 13, 2016 which would have been 2 days prior to her effective date. We’re showing that we have also posted her direct deposit today July 21, 2016 which we show is a day early. Per RushCard’s Card Holder Agreement, direct deposit can post up to two days early. 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
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
Revdex.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE: [redacted] Complaint ID: [redacted] May 4, 2015 We received[redacted] complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and activity...
associated with financial cards. After reviewof [redacted] account, the last deposit received was on 4/30/2015 with a paydate of 5/1/2015. RushCard in the process of upgrading our Direct Depositfeature and transitioning it to [redacted]. As part of this transition we havesent notices to your employer (or the originator of your deposit) informingthem of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted]We sincerelyapologize for the confusion and inconvenience this has caused. If [redacted]would like to speak with someone in the corporate office regarding moreinformation, please have her call ###-###-#### and press option 1. Weappreciate [redacted] feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]
[redacted]CustomerService SpecialistTell us why here...
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am and have been trying to use my cards I CANNOT I have tried to contact them I CANNOT reach anyone now that they know I have these issues why haven't they tried to contact me or fix the problems?? They haven't solved anything. I want either my account to work and adjustments made to the balance or I simply want my money out now. They have my information to contact and if not they can get from you
Regards,
[redacted]
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. The company called me and resolved the matter. Thank you for your help.
Regards,
[redacted]
On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used fraudulently to process a payment to [redacted], totaling $139.55 on June 5th, 2016. [redacted] stated she never authorized anyone to use her card. UniRush used its resources through [redacted] to recover the funds for [redacted]. On July 15th, [redacted] provided documents with [redacted] address [redacted] as the servicing address. [redacted] claimed fraud; however, she benefited from the transition. UniRush concludes no error found; therefore, no credit will be issued. If [redacted] has any additional questions or concerns, she can reach us by calling customer service at ###-###-#### in the future for any concerns regarding her RushCard account.
January 2, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 22, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that account was showing $0.00 but she said the balance should be $280.48. [redacted] is requesting a callback as well as the missing funds of $280.48. Also states she would like RushCard to send a letter showing why she could not pay her child care and to give her $50 for having to pay a late fee. A Corporate Resolution Specialist attempted to contact [redacted] multiple times regarding their complaint issue. Following not answer, the issue was thoroughly reviewed and found that the balance was correct. The customer had pending transactions so there is no missing balance. Left a message multiple times asking customer to call us back. No response back from the customer. We appreciate [redacted] feedback. We hope [redacted] continued success with his Rushcard and we look forward to speaking with him if additional clarification is needed. Regards, RushCard Corporate Customer Service
June 6, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Complaint ID: [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 May 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. On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $667.96. On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take over. In accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided. [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of June 6, 2016, RushCard has not received any documentation. [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, Tyree T. RushCard Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Complaint was filed with Revdex.com on 3/27/17 UPDATE as of 3/28/17Still has not received dispute form. Each rep is telling and doing the same exact thing that the previous rep did. It is impossible to get a supervisor on the line. I spoke with a rep today at 2:34 PM cst and informed him of my issue....
I requested to speak with a supervisor and was transferred back into queue. Before the transfer, the rep refused to provide me with his name. I called back at 2:49 PM cst, spoke with another rep, same exact thing occurred. Still no dispute form and no help from Rushcard. I am now seeking legal action against the company. Thanks,[redacted]###-###-#### UPDATE as of 3/28/17I’m now no longer able to log in online to my account period. The message it gives me is that my account has been suspended. I contacted Rushcard again and was advised that the corporate office has decided to permanently close my account and that the balance I had left would be mailed to me in the form of a paper check. This is not helping me at the least. I advised the rep that I have a payroll deposit that will be coming Friday 3/31/17 and the agent informed that it will be returned to my employer and I won’t be paid. This is UNACCEPTABLE!
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 want my 800 dollars that is suppossed to be on my card. My card nor my Wifes account are working, so you are lying. I want compensation for the issues and I want my money I entrusted your company with.
Regards,
[redacted]
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 12, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted]ccount for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
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 still cannot access my account and I need to have this taken care of ASAP thank you
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 Rapid prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully...
protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions that posted to her Rapid Paycard. She is requesting provisional credit. Our records indicate on May 29, 2017, [redacted] disputed fraudulent transactions that posted to her account. She was told to sign her dispute form and returning back to RapidPaycard within 10 business days for provisional credit. [redacted] failed to that. Currently her claim is being investigated. A final decisional will be sent to her by August 27, 2017. Regards, RushCard Corporate Customer Service
December 22, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: December 19, 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 requested a replacement card and did not receive it within the 1-2 business days. [redacted] contacted RushCard regarding the fee waiver request. [redacted] is requesting the $30.00 expedited card fee be waived. RushCard records indicate that [redacted] contacted RushCard and requested a replacement card on December 2, 2017. Our records further indicate that the card was delivered on December 6, 2017 and that there was a delay in the shipment of [redacted] card. The expedited card fee of $30.00 has been waived on the account. On December 22, 2017 a RushCard Corporate Resolutions Specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. 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. No unirush haven't responded to my complaint and no they haven't replied on their terms outlined in there agreement.
Regards,
[redacted]
March 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Consumer: [redacted] Complaint number: [redacted] Complaint date: 2/23/2018 To Whom It May Concern: This letter is in response to the consumer...
complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she set up part of her payroll check to go to her boyfriend’s (Michael Johnson’s) account, and now RushCard has blocked his account. [redacted] further states she was told it was blocked because of 3rd party deposits she has been sending to his account. [redacted] states she has been doing that for 8 months and now RushCard wants to stop it. [redacted] is requesting an explanation as to how this could be allowed for 8 months and then stopped. She is requesting the remaining funds be transferred to her other RushCard account or a check sent. Our policy on sending Direct Deposits is outlined in the RushCard Cardholder agreement and states as followed: You may not attempt to load your Card with direct deposits designated to another person and only you may load funds to the Card. On 2/13/18, [redacted] contacted RushCard customer service inquiring about 3rd party deposits that have been posting to her boyfriend’ RushCard account in her name. [redacted] was advised of the policy regarding 3rd party deposit. On 3/2/18 a RushCard corporate resolution specialist contacted [redacted] to reiterate the policy and advise her that a check for the remaining funds were sent to the address on file. [redacted] indicated that she was satisfied with the resolution. We appreciate [redacted] feedback. 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.
Regards,
[redacted]
February 1, 2017VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: January 26, 2017 To Whom It May Concern:This letter is in response to the consumer complaint #[redacted]...
referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was not provided a viable source to file a settlement claim as she was one of the customers that experienced an interruption in service post conversion October 2015.All affected consumers received notification through one of two ways:1) The settlement administrator initially sent out notifications electronically (which is consistent with the most common way we communicate with our cardholders; or 2) For cardholders who did not have a valid email address, the settlement administrator sent them physical notifications to their most recent mailing address.For class member convenience, claims could be filed via email or sent to the class administrator’s physical address. Many cardholders elected to use either method to successfully submit a form. Even those class members that did not do so, still received automatic payments from the first tier of the class action settlement.The settlement was preliminary approved by the Southern District of New York on May 17, 2016, and claims were accepted until August 30, 2016.On February 1, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that she will need to call ###-###-#### or email the settlement group at www.Rushsettlement.com regarding any questions or concerns. We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her. Regards,RushCard Corporate Customer Service
July 21, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [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 July 21, 2016. 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 is not posting her direct deposit 2 days early. [redacted] would like her direct deposit posted on her account. On July 13, 2016, [redacted] contacted RushCard and spoke to a customer service agent regarding her direct deposit. [redacted] was advised that the deposit had not been received yet. [redacted] direct deposit posted to her RushCard account on July 13, 2016 which would have been 2 days prior to her effective date. We’re showing that we have also posted her direct deposit today July 21, 2016 which we show is a day early. Per RushCard’s Card Holder Agreement, direct deposit can post up to two days early. 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
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
Revdex.comCincinnati Ohio7 W SeventhSt Suite 1600CincinnatiOhio 45202 RE: [redacted] Complaint ID: [redacted] May 4, 2015 We received[redacted] complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and activity...
associated with financial cards. After reviewof [redacted] account, the last deposit received was on 4/30/2015 with a paydate of 5/1/2015. RushCard in the process of upgrading our Direct Depositfeature and transitioning it to [redacted]. As part of this transition we havesent notices to your employer (or the originator of your deposit) informingthem of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anything. Your deposit will continue to be deposited on yourRushCard.However,some employers have different procedures. Please be advised your employer mayask you to verify your account information. Your employer may also ask you toupdate your direct deposit information. We are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: [redacted] Financial Institution Name: [redacted] Deposit ID/AccountNumber: [redacted]We sincerelyapologize for the confusion and inconvenience this has caused. If [redacted]would like to speak with someone in the corporate office regarding moreinformation, please have her call ###-###-#### and press option 1. Weappreciate [redacted] feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, [redacted]
[redacted]CustomerService SpecialistTell us why here...
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am and have been trying to use my cards I CANNOT I have tried to contact them I CANNOT reach anyone now that they know I have these issues why haven't they tried to contact me or fix the problems?? They haven't solved anything. I want either my account to work and adjustments made to the balance or I simply want my money out now. They have my information to contact and if not they can get from you
Regards,
[redacted]
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. The company called me and resolved the matter. Thank you for your help.
Regards,
[redacted]
On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used fraudulently to process a payment to [redacted], totaling $139.55 on June 5th, 2016. [redacted] stated she never authorized anyone to use her card. UniRush used its resources through [redacted] to recover the funds for [redacted]. On July 15th, [redacted] provided documents with [redacted] address [redacted] as the servicing address. [redacted] claimed fraud; however, she benefited from the transition. UniRush concludes no error found; therefore, no credit will be issued. If [redacted] has any additional questions or concerns, she can reach us by calling customer service at ###-###-#### in the future for any concerns regarding her RushCard account.
January 2, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 22, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that account was showing $0.00 but she said the balance should be $280.48. [redacted] is requesting a callback as well as the missing funds of $280.48. Also states she would like RushCard to send a letter showing why she could not pay her child care and to give her $50 for having to pay a late fee. A Corporate Resolution Specialist attempted to contact [redacted] multiple times regarding their complaint issue. Following not answer, the issue was thoroughly reviewed and found that the balance was correct. The customer had pending transactions so there is no missing balance. Left a message multiple times asking customer to call us back. No response back from the customer. We appreciate [redacted] feedback. We hope [redacted] continued success with his Rushcard and we look forward to speaking with him if additional clarification is needed. Regards, RushCard Corporate Customer Service
June 6, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Complaint ID: [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 May 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. On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $667.96. On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take over. In accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided. [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of June 6, 2016, RushCard has not received any documentation. [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, Tyree T. RushCard Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service