March 9, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: February 7, 2018 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] ’s complaint states that she contacted RushCard regarding and unauthorized transaction. [redacted] states her replacement card was sent to her old address. [redacted] also states her remaining funds were sent to the old address as well. [redacted] would like her funds refunded to her. On February 12, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] was informed that a replacement card would need to be processed. [redacted] then requested her replacement card be sent to her new address of [redacted]. The card replacement was sent to the address on file of [redacted]. The remaining funds of $895.15 were sent to the same address. For RushCard to update the address on file documentation is required. [redacted] will need to submit a copy of her Driver’s License, Social Security Card and Proof of Address. Once the following information is received the address on file will be updated. In addition, the Bill Payment for $895.15 has been stopped and the account credited. On March 9, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service March 9, 2018 VIA ONLINE SUBMISSION:Revdex.com 1 E 4th STE 600Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 7, 2018 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] ’s complaint states that she contacted RushCard regarding and unauthorized transaction. [redacted] states her replacement card was sent to her old address. [redacted] also states her remaining funds were sent to the old address as well. [redacted] would like her funds refunded to her. On February 12, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] was informed that a replacement card would need to be processed. [redacted] then requested her replacement card be sent to her new address of [redacted]. The card replacement was sent to the address on file of [redacted]. The remaining funds of $895.15 were sent to the same address. For RushCard to update the address on file documentation is required. [redacted] will need to submit a copy of her Driver’s License, Social Security Card and Proof of Address. Once the following information is received the address on file will be updated. In addition, the Bill Payment for $895.15 has been stopped and the account credited. On March 9, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
August 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 21, 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 she was not able to transfer funds from her RushCard accounts. [redacted] also states she is out of town and does not have access to her funds. [redacted] would like access to her funds. Our records indicate that [redacted] contacted RushCard customer service and stated she was not able to transfer funds from her RushCard accounts. We are aware that this functionality is currently not available. We are working diligently to resolve this issue. You can access your money through ATM transactions and all purchases are still able to be completed. On August 23, 2017, a RushCard corporate resolution specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. 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. Now my card ending in [redacted] is blocked. This is the card on which I receive government benefits. I just used this card at [redacted] a few days ago, but this morning when I tried to use it at the gas station I was informed it was blocked. Please help!
Regards,
[redacted]
April 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 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] states in his complaint that RushCard blocked his account because of a refund he got from a merchant. [redacted] also states he sent in all the documentation requested to get his funds. [redacted] is requesting his funds be released as soon as possible. On April 22, 2017 [redacted] RushCard received a credit without an offsetting debit. This type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity. A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit by providing a copy of his Government Issued Identification and a copy of the original purchase/debit receipt. On April 26, 2017, a RushCard corporate representative contacted [redacted] to advise him of this information. [redacted] indicated he did not have all the required documentation, and asked RushCard to return the most recent deposit on the account back to the remitter. The deposit was returned on the account. If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####), which is staffed with customer service agent 24 hours a day, 7 days a week. UniRush Customer Service
September 18,2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer:...
[redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on September 15, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]’s complaint contends that she was charged $5.95 maintenance fee, and the $2.50 fee for ATM out of network. [redacted] states she doesn’t live where the fee ATM’s are located. [redacted] would like a refund for the fees she was assessed. Per the Cardholder Agreement all fees are stated and includes a detailed description of the fees. On September 18, 2017, a corporate RushCard customer service specialist contacted [redacted] to discuss the fees on the account. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
June 10, 2016 VIA ONLINE SUBMISSION:Revdex.com® 1 E Fourth Street 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 June 7, 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 contacted RushCard regarding a transaction that she did not make. [redacted] also states her RushCard was cancelled and that she didn’t have access to her funds. [redacted] would like the funds credited back to her RushCard account and compensation for the RushCard replacement. On June 7, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute regarding a charge in the amount of $70.88 that was made on her RushCard account. Ms. [redacted] called RushCard on the same date to cancel the unauthorized transaction dispute. [redacted] will need to contact the merchant directly regarding the funds from the above transaction. On June 10, 2016 a corporate customer service specialist attempted to contact to advise of 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
November 30, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our
system is up and running and [redacted] has access to her funds and account
information. On November 18, 2015, a replacement card was issued via regular
delivery to the address on the account. On November 23, 2015, an Express Cash
for the remaining balance was issued to [redacted] for [redacted] to pick up her
funds. A reference number was provided and [redacted] has access to her funds. [redacted] received her card and has unrestricted access to her funds.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 16, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7
W Seventh St Suite 1600Cincinnati
Ohio 45202Re:
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 November 9,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources. [redacted] complaint
contends that there are unauthorized charges that were made on her account and
request that her funds be reversed back to her account.On October 30,
2015, [redacted] filed an unauthorized transaction dispute regarding multiple charges
that were made on her account. As per the RushCard Cardholder Agreement,
the dispute process may take up to 45 to 90 days to investigate a claim. On
November 9, 2015, a provisional credit in the amount of $1,003.71 was issued to
[redacted] account. Once the claim is final, [redacted] will receive a letter
in the mail regarding the outcome of her dispute. 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.
Sincerely,RushCard
Customer Service
June 15, 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 June 13, 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 filed a dispute for ATM non-dispense on May 28, 2016. [redacted] also states that she was informed she would receive a provisional credit. On May 28, 2016, [redacted] filed an error allegation dispute regarding a charge in the amount of $242.95 that was made on her RushCard account. Per RushCard’s Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. However, provisional credits could be applied if a customer is eligible. We show our dispute team is still investigating the dispute filed but a provisional credit was applied on the account on 6/13/2016 in the amount of $242.95. A final letter will be sent to the address on the account notifying [redacted] of the resolution. 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] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. 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. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not received anything from the company telling me about a rebuttal letter. A lady from there called me after I contacted [redacted] and told me about a letter. So yes I will be sending a letter asking for all of there investigating documents.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 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
9/27/2017To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted]’s claim was denied due to pattern of use. .
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on September 1, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that RushCard would not
release an unauthorized transaction that was made on his account in the amount
of $93.97. [redacted] also stated that he would like to receive his refund.
On September 1, 2015, [redacted] received
an unauthorized transaction on his RushCard account ending in 3944 for the
amount of $93.97. [redacted] contacted
RushCard customer service and reported that the unauthorized transaction needs
to be refunded back to his account. [redacted] was informed that
RushCard is unable to release pending or disputed transactions. On September 3, 2015 the unauthorized
transaction settled to [redacted] account.
On September 8, 2015, a RushCard Customer Service Specialist
contacted [redacted] and
issued an expedited replacement card with waiving the $30.00 fee.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
November 14, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: November 11, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $52.00 are pending on her RushCard account. [redacted] also states that she would like the pending hold to be released. The transaction for [redacted] in the amount of $52.00 was pending on [redacted] RushCard account ending in 6298. As of November 14, 2016, the pending hold for $52.00 has since been released. On November 14, 2016, a corporate customer service representative attempted to contact [redacted] to advise of the information. Regards, RushCard Corporate Customer Service
April 19,
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 March 7, 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 contends that she filed an unauthorized transaction dispute
for multiple transactions that were denied. [redacted] also stated that she sent
in a rebuttal letter and requesting to receive his funds.
On March
23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple
transactions made on her account. On
March 31, 2016, the RushCard dispute team received a signed unauthorized
transaction dispute form from [redacted]. On April 5, 2016, [redacted]’s
unauthorized transaction dispute was denied due to no error occurred.
Per
previous response [redacted] was advised of the rebuttal letter process to
reopen the dispute. On March 7, 2016, [redacted] faxed her rebuttal letter to
the disputes department. On April 14, 2016, [redacted] rebuttal letter was
denied due to no additional information was provided to overturn the previous
decision. We encourage [redacted] to work with the merchants directly to
resolve any issues regarding products or services rendered. RushCard has
determined that the transaction was completed as requested.
We
appreciate [redacted] feedback. Our goal is to provide financial convenience
and security supported by reliable customer service.
Regards,
Corporate
Customer Service
October 2, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: September 29, 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 RushCard blocked her card because it was returned. She also states she updated her address via her mobile app but it was not updated. [redacted] is requesting a replacement card and access to her funds.Our records indicate that on August 17, 2017 a card was reissued on card ending in 9557 and sent to the address on file. The card was marked returned. On August 25, 2017 [redacted] called to get a replacement card and update address. [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. On October 01, 2017, a RushCard corporate resolution specialist contacted [redacted] to advise her of this information. [redacted] indicated that she was sending in required documents in today and requested her account closed after she got her funds. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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]
June 2, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: May 29, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds transfer is not reflecting on her RushCard account. [redacted] also states that her direct deposit has not posted to her RushCard. [redacted] would like the funds credited to her RushCard account. On May 24, 2016 a funds transfer in the amount of $10.00 was credited to [redacted] RushCard account. A direct deposit in the amount of $1,048.00 was credited to the RushCard account on June 1, 2016. A corporate customer service specialist contacted [redacted] on June 2, 2016 to discuss the account information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
March 9, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: February 7, 2018 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] ’s complaint states that she contacted RushCard regarding and unauthorized transaction. [redacted] states her replacement card was sent to her old address. [redacted] also states her remaining funds were sent to the old address as well. [redacted] would like her funds refunded to her. On February 12, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] was informed that a replacement card would need to be processed. [redacted] then requested her replacement card be sent to her new address of [redacted]. The card replacement was sent to the address on file of [redacted]. The remaining funds of $895.15 were sent to the same address. For RushCard to update the address on file documentation is required. [redacted] will need to submit a copy of her Driver’s License, Social Security Card and Proof of Address. Once the following information is received the address on file will be updated. In addition, the Bill Payment for $895.15 has been stopped and the account credited. On March 9, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service March 9, 2018 VIA ONLINE SUBMISSION:Revdex.com 1 E 4th STE 600Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 7, 2018 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] ’s complaint states that she contacted RushCard regarding and unauthorized transaction. [redacted] states her replacement card was sent to her old address. [redacted] also states her remaining funds were sent to the old address as well. [redacted] would like her funds refunded to her. On February 12, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] was informed that a replacement card would need to be processed. [redacted] then requested her replacement card be sent to her new address of [redacted]. The card replacement was sent to the address on file of [redacted]. The remaining funds of $895.15 were sent to the same address. For RushCard to update the address on file documentation is required. [redacted] will need to submit a copy of her Driver’s License, Social Security Card and Proof of Address. Once the following information is received the address on file will be updated. In addition, the Bill Payment for $895.15 has been stopped and the account credited. On March 9, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
August 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 21, 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 she was not able to transfer funds from her RushCard accounts. [redacted] also states she is out of town and does not have access to her funds. [redacted] would like access to her funds. Our records indicate that [redacted] contacted RushCard customer service and stated she was not able to transfer funds from her RushCard accounts. We are aware that this functionality is currently not available. We are working diligently to resolve this issue. You can access your money through ATM transactions and all purchases are still able to be completed. On August 23, 2017, a RushCard corporate resolution specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. 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. Now my card ending in [redacted] is blocked. This is the card on which I receive government benefits. I just used this card at [redacted] a few days ago, but this morning when I tried to use it at the gas station I was informed it was blocked. Please help!
Regards,
[redacted]
April 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 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] states in his complaint that RushCard blocked his account because of a refund he got from a merchant. [redacted] also states he sent in all the documentation requested to get his funds. [redacted] is requesting his funds be released as soon as possible. On April 22, 2017 [redacted] RushCard received a credit without an offsetting debit. This type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity. A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit by providing a copy of his Government Issued Identification and a copy of the original purchase/debit receipt. On April 26, 2017, a RushCard corporate representative contacted [redacted] to advise him of this information. [redacted] indicated he did not have all the required documentation, and asked RushCard to return the most recent deposit on the account back to the remitter. The deposit was returned on the account. If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####), which is staffed with customer service agent 24 hours a day, 7 days a week. UniRush Customer Service
September 18,2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer:...
[redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on September 15, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted]’s complaint contends that she was charged $5.95 maintenance fee, and the $2.50 fee for ATM out of network. [redacted] states she doesn’t live where the fee ATM’s are located. [redacted] would like a refund for the fees she was assessed. Per the Cardholder Agreement all fees are stated and includes a detailed description of the fees. On September 18, 2017, a corporate RushCard customer service specialist contacted [redacted] to discuss the fees on the account. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
June 10, 2016 VIA ONLINE SUBMISSION:Revdex.com® 1 E Fourth Street 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 June 7, 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 contacted RushCard regarding a transaction that she did not make. [redacted] also states her RushCard was cancelled and that she didn’t have access to her funds. [redacted] would like the funds credited back to her RushCard account and compensation for the RushCard replacement. On June 7, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute regarding a charge in the amount of $70.88 that was made on her RushCard account. Ms. [redacted] called RushCard on the same date to cancel the unauthorized transaction dispute. [redacted] will need to contact the merchant directly regarding the funds from the above transaction. On June 10, 2016 a corporate customer service specialist attempted to contact to advise of 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
November 30, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our
system is up and running and [redacted] has access to her funds and account
information. On November 18, 2015, a replacement card was issued via regular
delivery to the address on the account. On November 23, 2015, an Express Cash
for the remaining balance was issued to [redacted] for [redacted] to pick up her
funds. A reference number was provided and [redacted] has access to her funds. [redacted] received her card and has unrestricted access to her funds.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 16, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7
W Seventh St Suite 1600Cincinnati
Ohio 45202Re:
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 November 9,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources. [redacted] complaint
contends that there are unauthorized charges that were made on her account and
request that her funds be reversed back to her account.On October 30,
2015, [redacted] filed an unauthorized transaction dispute regarding multiple charges
that were made on her account. As per the RushCard Cardholder Agreement,
the dispute process may take up to 45 to 90 days to investigate a claim. On
November 9, 2015, a provisional credit in the amount of $1,003.71 was issued to
[redacted] account. Once the claim is final, [redacted] will receive a letter
in the mail regarding the outcome of her dispute. 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.
Sincerely,RushCard
Customer Service
June 15, 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 June 13, 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 filed a dispute for ATM non-dispense on May 28, 2016. [redacted] also states that she was informed she would receive a provisional credit. On May 28, 2016, [redacted] filed an error allegation dispute regarding a charge in the amount of $242.95 that was made on her RushCard account. Per RushCard’s Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim. However, provisional credits could be applied if a customer is eligible. We show our dispute team is still investigating the dispute filed but a provisional credit was applied on the account on 6/13/2016 in the amount of $242.95. A final letter will be sent to the address on the account notifying [redacted] of the resolution. 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] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. 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. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not received anything from the company telling me about a rebuttal letter. A lady from there called me after I contacted [redacted] and told me about a letter. So yes I will be sending a letter asking for all of there investigating documents.
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 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
9/27/2017To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted]’s claim was denied due to pattern of use. .
September 8, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on September 1, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that RushCard would not
release an unauthorized transaction that was made on his account in the amount
of $93.97. [redacted] also stated that he would like to receive his refund.
On September 1, 2015, [redacted] received
an unauthorized transaction on his RushCard account ending in 3944 for the
amount of $93.97. [redacted] contacted
RushCard customer service and reported that the unauthorized transaction needs
to be refunded back to his account. [redacted] was informed that
RushCard is unable to release pending or disputed transactions. On September 3, 2015 the unauthorized
transaction settled to [redacted] account.
On September 8, 2015, a RushCard Customer Service Specialist
contacted [redacted] and
issued an expedited replacement card with waiving the $30.00 fee.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
Satoyra H.
Corporate Customer Service
November 14, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: November 11, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $52.00 are pending on her RushCard account. [redacted] also states that she would like the pending hold to be released. The transaction for [redacted] in the amount of $52.00 was pending on [redacted] RushCard account ending in 6298. As of November 14, 2016, the pending hold for $52.00 has since been released. On November 14, 2016, a corporate customer service representative attempted to contact [redacted] to advise of the information. Regards, RushCard Corporate Customer Service
April 19,
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 March 7, 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 contends that she filed an unauthorized transaction dispute
for multiple transactions that were denied. [redacted] also stated that she sent
in a rebuttal letter and requesting to receive his funds.
On March
23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple
transactions made on her account. On
March 31, 2016, the RushCard dispute team received a signed unauthorized
transaction dispute form from [redacted]. On April 5, 2016, [redacted]’s
unauthorized transaction dispute was denied due to no error occurred.
Per
previous response [redacted] was advised of the rebuttal letter process to
reopen the dispute. On March 7, 2016, [redacted] faxed her rebuttal letter to
the disputes department. On April 14, 2016, [redacted] rebuttal letter was
denied due to no additional information was provided to overturn the previous
decision. We encourage [redacted] to work with the merchants directly to
resolve any issues regarding products or services rendered. RushCard has
determined that the transaction was completed as requested.
We
appreciate [redacted] feedback. Our goal is to provide financial convenience
and security supported by reliable customer service.
Regards,
Corporate
Customer Service
October 2, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: September 29, 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 RushCard blocked her card because it was returned. She also states she updated her address via her mobile app but it was not updated. [redacted] is requesting a replacement card and access to her funds.Our records indicate that on August 17, 2017 a card was reissued on card ending in 9557 and sent to the address on file. The card was marked returned. On August 25, 2017 [redacted] called to get a replacement card and update address. [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. On October 01, 2017, a RushCard corporate resolution specialist contacted [redacted] to advise her of this information. [redacted] indicated that she was sending in required documents in today and requested her account closed after she got her funds. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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]
June 2, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: May 29, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds transfer is not reflecting on her RushCard account. [redacted] also states that her direct deposit has not posted to her RushCard. [redacted] would like the funds credited to her RushCard account. On May 24, 2016 a funds transfer in the amount of $10.00 was credited to [redacted] RushCard account. A direct deposit in the amount of $1,048.00 was credited to the RushCard account on June 1, 2016. A corporate customer service specialist contacted [redacted] on June 2, 2016 to discuss the account information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service