November 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. On October 28, 2015, [redacted] attempted to process a card to card transfer for $340.00 that failed. The
funds were never deducted from [redacted] RushCard account. Attached to the complaint response is the screenshot of the failed card to card transfer. 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
Hello, Please see attached, I did send clarification several times on why, Rush Card (Unirush) has not resolved the issue. The issue still stands, this company has not removed the security code that someone placed on [redacted] account.
Hi [redacted], I spoke to this customer yesterday and explained that the rebuttal process is the same time frame as the initial dispute she filed. I explained to her that the documents request needed to be faxed and she said it was in the documents I received 5/10/16. I advised her I would forward that information to the dispute manager to get the documents sent to her. Her email address is on her account and it was in the complaint, so there was no need to verify that. She wanted to know the specific time frame for the dispute rebuttal and I advised her that I was not able to provide that, that is why we give the time frame and referred her to the Card Holder Agreement that states that timeframe. There is no additional information to provide to [redacted] at this time. Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
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
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. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]
December 9, 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 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
January 3, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 28, 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 her balance was showing only 0.01 cent as of 12/21/17. However, online it was showing her correct balance of $64.42. [redacted] said she contacted customer service several times and was told her issue was escalated to corporate. [redacted] is requesting that someone from corporate contact her and explain why her balance was showing an incorrect amount. Our record indicate that [redacted] contacted customer service and spoke to an agent regarding a refund, stating her funds were missing. A transaction from [redacted] showed pending for !27.19, part of which ($64.42) [redacted] said was cancelled. When this occurs, it can take up to 10 days for the refund to post to the account. Our records indicate that [redacted] balance was corrected on 12/22/17. However, [redacted] states that her balance was not available until 1/2/18. A corporate resolution specialist contacted [redacted] on 1/3/18 and advised her of this information. [redacted] indicated she had screen shots showing her balance showed 1 cent. [redacted] emailed the screen shot to us. After reviewing this information, as a courtesy a $20 credit was applied to her account. [redacted] indicated that this was not satisfactory and that she would be taking her concern further. RushCard considers this issue resolved. We appreciate [redacted] feedback. We apologize for any inconvenience. Regards, RushCard Corporate Customer Service
April
18, 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 April 13, 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]
[redacted]’s account has been closed and funds have been moved to a holding account
with [redacted]. As part of our transition
from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and
[redacted] customer service will have to assist further regarding [redacted]
funds. On April 15, 2016, [redacted] spoke to a representative from RushCard and
was educated to provide copies of identification documentation: valid driver’s
license or state ID, a signed social security card and proof of address. [redacted]
will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further review. If [redacted] has any questions or concerns
regarding access to his funds please contact [redacted] customer service at
877-554-2339.
We
appreciate [redacted] feedback and apologize for any inconvenience and
frustration this may have caused.
RushCard
Customer Service
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 2, 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. 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
January 20, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted] ...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on January 12, 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 she is deprived access to the funds in her RushCard account. [redacted] also stated that she attempted to retrieve the funds from her RushCard account. On October 22, 2015, [redacted] filed an unauthorized transaction dispute regarding a charge in the amount of $403.00 that was made on her RushCard account. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. On December 18, 2015, the unauthorized transaction dispute was found in [redacted] favor and a final credit of $403.00 was issued to her account. A final letter has been sent to the address on the account notifying [redacted] of the resolution. The unauthorized transaction dispute has been closed, and as such we consider this matter resolved. [redacted] was having difficulties with using her card due to the card never being activated. On January 19, 2016, [redacted] card was manually activated for her and she will need to reset her pin number via the pin line at ###-###-####. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard 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. Their answer did not address the matter at hand. There was a credit held for 25 days unfairly to me and they are talking about a dispute. Two separate issues. Avoiding the issue and repeating the same pat answer does not make you right UniRush.
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.
Regards,
[redacted] I initiall filed dispute on 10/15/2015( dispute Acknowledgement #[redacted]), PER REP I NEVER SUBMITTED A DIPUTE,, HOWEVER 0N/1026/2015 I RECVD EMAIL FROM A RUSH CARD EMPLOYEE, THAT HE COULD NOT LOACTE MY ACCOUTN TO PROCESS THE DIPSUT, NOW EITHER THEY GOT IT OR THE DIDNT.(MISS COMMUNICATION ALL OVER THE PLACE MY ISSUE IS THAT MY DIPSUTE DATE SHOULD HAVE STARTED ON 10/15/2015, SINCE RUSH CARD DID NOT FORWARD ME REQUIRED DOCUMENTS after several attemps. they finall acceptedmy dipsute on 10/26/2015, but will not adjust the time in which the dipute starts,per supervisor,IF SHE FINDS IT WAS THERE ERROR SHE WOULD CALL ME BACK... THAT WAS 2 DAYS AGO AND STILL OTHING. I am angry because they act as though we should just except this. and it UNACCEPTABLE. I STILL HAVE NOT GOT MY ISSUE RESOLVED. I JUST WANT MY MONEY.
Revdex.com
7 W Seventh St Suite 1600
Cincinnati OH 45202
RE: Case [redacted]
May 13, 2015
We received [redacted]’s complaint
regarding access to her blocked account and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards.
We understand the concern
[redacted] have regarding receiving her refer a friend credits. The referral
credits will not be given since the account is not in good standings with
RushCard. [redacted]’s account is closed and will not be reopened.
We appreciate [redacted]’s feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
In [redacted] complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,467.00. she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed. RushCard records indicate on March 02 , 2017, [redacted] contacted RushCard to file an unauthorized dispute on three PIN-based transactions totaling $2,467.38. On March 15, 2017, [redacted] claim was denied based on information she provided when she submitted her dispute from. Specifically, the disputes team that conducted the investigation relied on the fact that her card was in her possession at the time of the transactions, her PIN was memorized and not shared with anybody, and there were no PIN changes or failed PIN attempts when the card was used. As of April 14, 2017, we have re-opened [redacted]'s dispute . Our disputes Manager will be reach out to [redacted] within the next five business days.
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 finally received a response back front [redacted] today 11/18/16 after being advised by UniRush to do so. Upon their investigation it was found [redacted] did try to send my cash load to RushCard (Unirush) and for whatever reason RushCard DECLINED it! Unirush would not tell [redacted] why and stated for it to be confidential. Not ONCE did Unirush state they did receive and DECLINED it, they said it was NEVER received and that was NOT true. As far as what I'm told [redacted] even tried to send it again today 11/18/16 and RushCard STILL would not accept it! [redacted] had to force the load on my card and appears as a [redacted] credit. I can NOT understand WHY not ONE person of the MANY I spoke to between RushCard and Unirush couldn't tell me what REALLY happened being my cash load declined by RushCard. That is NOT acceptable.
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.
I have attached screenshots of when the original purchase settled(10-23-15) & a picture of the hold still pending. Rushcard specifically stated the transaction was stuck in their system due to a system conversion. My funds have been held by Rushcard for over a month even after the original transaction had settled on my account. The response they're submitting does not apply in my situation.
Regards,
[redacted]
March 9, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 8, 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 contends that she setup a bill payment to have her auto loan paid. [redacted] indicates that RushCard made a payment to the wrong payee for $379.00. [redacted] also states RushCard refuses to provide the address information of where the bill payment was sent to and will not file a dispute for the transaction. [redacted] would like the bill payment for $379.00 to be refunded to her account. On January 25, 2018 a Bill Payment in the amount of $379.00 was processed to BECU CAR. The bill payment was processed electronically. On February 2, 2018 the bill payment was returned to RushCard. A corporate resolutions specialist contacted [redacted] on March 9,2018 to advise that the bill payment has been credited back to her account. We appreciate [redacted] feedback. RushCard, Corporate Customer Service
April 26, 2017 VIA ONLINE SUBMISSION:Revdex.com®1 E 4th Ste Suite 600Cincinnati 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 April 24, 2017. 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 she made a transaction for $840.70. [redacted] states the transaction was cancelled and then credited back to her RushCard account. [redacted] also states that the transaction was debited for a second time from her account. [redacted] would like a refund for $840.70. On March 16, 2017, [redacted] filed an unauthorized transaction dispute for $840.70. The disputed transaction was researched and a determination was made on the claim. Upon the investigation, the transaction was associated with [redacted], which is a valid transaction. No error was found and no credit will be issued on the account. If [redacted] does not agree with the final determination of the claim a rebuttal letter must be submitted. On April 26, 2017, a corporate customer service specialist attempted to contact [redacted] regarding this information. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 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. For your reference, details of the offer I reviewed appear below.
1. I still do not have access to my funds, my ATM card is denied which is extremely embarrassing, I have a child to feed, bills to pay, and two weeks without cash is unacceptable. 2. I had a $700 bill pay to [redacted] on October 9th deducted from my account which never got to them and this was before the October 12th debacle, there is no reason it should take close to 2 weeks to correct these issues. They are offering $24 as compensation when I have received $375 in late fees from my credit card companies? they don't care that Rush Card is having technical issues! There are people really suffering because of this an $24 is nothing and is a joke, attached is my account history showing the wrong card number, a transfer to rush goals which has over $400 in it which I can not access or see, as well as the $700 bill pay that never got to [redacted].
Regards,
[redacted]
November 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. On October 28, 2015, [redacted] attempted to process a card to card transfer for $340.00 that failed. The
funds were never deducted from [redacted] RushCard account. Attached to the complaint response is the screenshot of the failed card to card transfer. 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
Hello, Please see attached, I did send clarification several times on why, Rush Card (Unirush) has not resolved the issue. The issue still stands, this company has not removed the security code that someone placed on [redacted] account.
Hi [redacted], I spoke to this customer yesterday and explained that the rebuttal process is the same time frame as the initial dispute she filed. I explained to her that the documents request needed to be faxed and she said it was in the documents I received 5/10/16. I advised her I would forward that information to the dispute manager to get the documents sent to her. Her email address is on her account and it was in the complaint, so there was no need to verify that. She wanted to know the specific time frame for the dispute rebuttal and I advised her that I was not able to provide that, that is why we give the time frame and referred her to the Card Holder Agreement that states that timeframe. There is no additional information to provide to [redacted] at this time. Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
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
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. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]
December 9, 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 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
January 3, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 28, 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 her balance was showing only 0.01 cent as of 12/21/17. However, online it was showing her correct balance of $64.42. [redacted] said she contacted customer service several times and was told her issue was escalated to corporate. [redacted] is requesting that someone from corporate contact her and explain why her balance was showing an incorrect amount. Our record indicate that [redacted] contacted customer service and spoke to an agent regarding a refund, stating her funds were missing. A transaction from [redacted] showed pending for !27.19, part of which ($64.42) [redacted] said was cancelled. When this occurs, it can take up to 10 days for the refund to post to the account. Our records indicate that [redacted] balance was corrected on 12/22/17. However, [redacted] states that her balance was not available until 1/2/18. A corporate resolution specialist contacted [redacted] on 1/3/18 and advised her of this information. [redacted] indicated she had screen shots showing her balance showed 1 cent. [redacted] emailed the screen shot to us. After reviewing this information, as a courtesy a $20 credit was applied to her account. [redacted] indicated that this was not satisfactory and that she would be taking her concern further. RushCard considers this issue resolved. We appreciate [redacted] feedback. We apologize for any inconvenience. Regards, RushCard Corporate Customer Service
April
18, 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 April 13, 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]
[redacted]’s account has been closed and funds have been moved to a holding account
with [redacted]. As part of our transition
from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and
[redacted] customer service will have to assist further regarding [redacted]
funds. On April 15, 2016, [redacted] spoke to a representative from RushCard and
was educated to provide copies of identification documentation: valid driver’s
license or state ID, a signed social security card and proof of address. [redacted]
will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further review. If [redacted] has any questions or concerns
regarding access to his funds please contact [redacted] customer service at
877-554-2339.
We
appreciate [redacted] feedback and apologize for any inconvenience and
frustration this may have caused.
RushCard
Customer Service
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 2, 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. 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
January 20, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted] ...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on January 12, 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 she is deprived access to the funds in her RushCard account. [redacted] also stated that she attempted to retrieve the funds from her RushCard account. On October 22, 2015, [redacted] filed an unauthorized transaction dispute regarding a charge in the amount of $403.00 that was made on her RushCard account. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. On December 18, 2015, the unauthorized transaction dispute was found in [redacted] favor and a final credit of $403.00 was issued to her account. A final letter has been sent to the address on the account notifying [redacted] of the resolution. The unauthorized transaction dispute has been closed, and as such we consider this matter resolved. [redacted] was having difficulties with using her card due to the card never being activated. On January 19, 2016, [redacted] card was manually activated for her and she will need to reset her pin number via the pin line at ###-###-####. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard 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. Their answer did not address the matter at hand. There was a credit held for 25 days unfairly to me and they are talking about a dispute. Two separate issues. Avoiding the issue and repeating the same pat answer does not make you right UniRush.
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.
Regards,
[redacted] I initiall filed dispute on 10/15/2015( dispute Acknowledgement #[redacted]), PER REP I NEVER SUBMITTED A DIPUTE,, HOWEVER 0N/1026/2015 I RECVD EMAIL FROM A RUSH CARD EMPLOYEE, THAT HE COULD NOT LOACTE MY ACCOUTN TO PROCESS THE DIPSUT, NOW EITHER THEY GOT IT OR THE DIDNT.(MISS COMMUNICATION ALL OVER THE PLACE MY ISSUE IS THAT MY DIPSUTE DATE SHOULD HAVE STARTED ON 10/15/2015, SINCE RUSH CARD DID NOT FORWARD ME REQUIRED DOCUMENTS after several attemps. they finall acceptedmy dipsute on 10/26/2015, but will not adjust the time in which the dipute starts,per supervisor,IF SHE FINDS IT WAS THERE ERROR SHE WOULD CALL ME BACK... THAT WAS 2 DAYS AGO AND STILL OTHING. I am angry because they act as though we should just except this. and it UNACCEPTABLE. I STILL HAVE NOT GOT MY ISSUE RESOLVED. I JUST WANT MY MONEY.
Revdex.com
7 W Seventh St Suite 1600
Cincinnati OH 45202
RE: Case [redacted]
May 13, 2015
We received [redacted]’s complaint
regarding access to her blocked account and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards.
We understand the concern
[redacted] have regarding receiving her refer a friend credits. The referral
credits will not be given since the account is not in good standings with
RushCard. [redacted]’s account is closed and will not be reopened.
We appreciate [redacted]’s feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
Regards,
[redacted]
Customer
Service Specialist
In [redacted] complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,467.00. she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed. RushCard records indicate on March 02 , 2017, [redacted] contacted RushCard to file an unauthorized dispute on three PIN-based transactions totaling $2,467.38. On March 15, 2017, [redacted] claim was denied based on information she provided when she submitted her dispute from. Specifically, the disputes team that conducted the investigation relied on the fact that her card was in her possession at the time of the transactions, her PIN was memorized and not shared with anybody, and there were no PIN changes or failed PIN attempts when the card was used. As of April 14, 2017, we have re-opened [redacted]'s dispute . Our disputes Manager will be reach out to [redacted] within the next five business days.
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 finally received a response back front [redacted] today 11/18/16 after being advised by UniRush to do so. Upon their investigation it was found [redacted] did try to send my cash load to RushCard (Unirush) and for whatever reason RushCard DECLINED it! Unirush would not tell [redacted] why and stated for it to be confidential. Not ONCE did Unirush state they did receive and DECLINED it, they said it was NEVER received and that was NOT true. As far as what I'm told [redacted] even tried to send it again today 11/18/16 and RushCard STILL would not accept it! [redacted] had to force the load on my card and appears as a [redacted] credit. I can NOT understand WHY not ONE person of the MANY I spoke to between RushCard and Unirush couldn't tell me what REALLY happened being my cash load declined by RushCard. That is NOT acceptable.
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.
I have attached screenshots of when the original purchase settled(10-23-15) & a picture of the hold still pending. Rushcard specifically stated the transaction was stuck in their system due to a system conversion. My funds have been held by Rushcard for over a month even after the original transaction had settled on my account. The response they're submitting does not apply in my situation.
Regards,
[redacted]
March 9, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 8, 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 contends that she setup a bill payment to have her auto loan paid. [redacted] indicates that RushCard made a payment to the wrong payee for $379.00. [redacted] also states RushCard refuses to provide the address information of where the bill payment was sent to and will not file a dispute for the transaction. [redacted] would like the bill payment for $379.00 to be refunded to her account. On January 25, 2018 a Bill Payment in the amount of $379.00 was processed to BECU CAR. The bill payment was processed electronically. On February 2, 2018 the bill payment was returned to RushCard. A corporate resolutions specialist contacted [redacted] on March 9,2018 to advise that the bill payment has been credited back to her account. We appreciate [redacted] feedback. RushCard, Corporate Customer Service
April 26, 2017 VIA ONLINE SUBMISSION:Revdex.com®1 E 4th Ste Suite 600Cincinnati 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 April 24, 2017. 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 she made a transaction for $840.70. [redacted] states the transaction was cancelled and then credited back to her RushCard account. [redacted] also states that the transaction was debited for a second time from her account. [redacted] would like a refund for $840.70. On March 16, 2017, [redacted] filed an unauthorized transaction dispute for $840.70. The disputed transaction was researched and a determination was made on the claim. Upon the investigation, the transaction was associated with [redacted], which is a valid transaction. No error was found and no credit will be issued on the account. If [redacted] does not agree with the final determination of the claim a rebuttal letter must be submitted. On April 26, 2017, a corporate customer service specialist attempted to contact [redacted] regarding this information. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 20, 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. For your reference, details of the offer I reviewed appear below.
1. I still do not have access to my funds, my ATM card is denied which is extremely embarrassing, I have a child to feed, bills to pay, and two weeks without cash is unacceptable. 2. I had a $700 bill pay to [redacted] on October 9th deducted from my account which never got to them and this was before the October 12th debacle, there is no reason it should take close to 2 weeks to correct these issues. They are offering $24 as compensation when I have received $375 in late fees from my credit card companies? they don't care that Rush Card is having technical issues! There are people really suffering because of this an $24 is nothing and is a joke, attached is my account history showing the wrong card number, a transfer to rush goals which has over $400 in it which I can not access or see, as well as the $700 bill pay that never got to [redacted].
Regards,
[redacted]