October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Hi [redacted], We have responded to this customer several times, by direct phone contact and now Revdex.com. We don’t have any additional information to provide. We have attempted to address the customer concerns about his direct deposit but he keeps insisting that his funds were held when they were not. Can we please close this complaint. Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
March 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 18, 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. In [redacted] complaint, she is stating she has an unauthorized transaction on her card and would like a refund. Our records indicate on February 15, 2018, [redacted] disputed a transaction, totaling $120.00. She stated her card was in her possession and her PIN (personal identification number). On March 2, 2018 based a review of transaction-level information, [redacted] dispute was denied as it was determined there was no error. Should Ms. Lamb [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] . Regards, RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 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
February 22, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: February 15, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. 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, he is requesting a $200.00 refund as the ATM did not disperse the funds. On February 9, 2018 [redacted] contacted RushCard to dispute a transaction totaling $200.00. [redacted] is stating the ATM he visited failed to disperse the requested funds. [redacted] claim is being researched by our dispute research team. The dispute is in process and it can take up to 45 days for resolution. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
October 22, 2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:
Case #[redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in response to the
attached complaint, Case No. [redacted], which the Revdex.com®
(“Revdex.com”) received from [redacted], on September 11, 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.
Per the
rebuttal [redacted] sent on October 13, 2015 stating he still has not gotten
the difference in his balance owed of $142. On October 22, 2015 a Corporate Customer Service
Specialist contacted [redacted] to advise him his express cash in the amount of
$109.17 was sent and provided [redacted] with the details to pick up his funds.
We
apologize for the delay in resolving [redacted] concern.
We appreciate [redacted] situation
and understand the stress identity theft can cause.
Sincerely,
Kathy R.
Corporate Customer Service
January 11, 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 October 29, 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 states that RushCard blocked her account regarding multiple unauthorized transactions. [redacted] also stated that she would like full access to her funds. On January 6, 2016, [redacted] received an ACH debit reversal in the amount of $852.99 back onto her account. A final letter has been sent to the address on the account regarding the resolution. We look forward to serving [redacted] financial needs in the future. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
January 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, [redacted] received two direct deposits in the amount of $100.00 on October 15, 2015 and the other on October 17, 2015. [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, 2015 was debited from the account. [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
December 6, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: November 30, 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 requested a replacement card and did not receive it within the 1-2 business days. [redacted] also states that she provided misinformation regarding a prepaid RushCard. [redacted] is requesting $20 reimbursement fees and the $30 expedited card fee. RushCard records indicate that [redacted] contacted RushCard and requested a replacement card on 11/29/17. Our records indicate the card was delivered on 12/1/17 within the 2-day expedited card timeframe. After reviewing the calls, it was determined that misinformation was provided to [redacted]. In addition, feedback has been provided to the supervisor [redacted] spoke to. On 12/6/17 a $30 credit for the expedited card was applied to [redacted] account and a $20 customer service credit was applied for the unprofessionalism she experienced. On 12/6/17 a RushCard Corporate Resolution Specialist attempted to call [redacted], and left a detail message advising [redacted] of this. We appreciate [redacted] feedback. Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have spoke with both Rushcard as well as [redacted] on multiple occasions and Rushcard is not providing consistent information. First, they told me that the case is closed, Now they are saying that they do not know the outcome until May 2nd. This is the FIRST I have heard of this. Secondly, they are stating that when they reached out to [redacted] they were informed that I never cancelled my subscription with them and returned the equipment, which is not correct. Everytime I call [redacted], I get the same answer which is " they have no record of the call in to cancel and that when it was cancelled the last card used on file was charged the final balance. which if you looked I had not made a payment in months because the service was supposed to be cancelled. Also they have verified that there is no equipment charge because the equipment was free as a part of a promo which is why I have an early termination fee which I was aware of when I called to cancelled. Each time I called Rushcard, I have been told different stories and transferred to supervisors that tell me an even different story. It has gotten to the point to wear I call them on speakerphone with a witness around because the stories from Rushcard change. Last I was told was that this case was closed and that [redacted] has won the charge back and that if I wanted a refund I would have to call [redacted] and get it directly from them. I received a bill in the mail from [redacted] saying that the payment was reversed on 3/20/2017. And when I call Rushcard they say that is was a rebuttal and that payment reversal was sent back to [redacted] since Rushcard is siding with [redacted] is saying they do not see anything in there system where the payment was process back to the account and that I will need to contact Rushcard. I was told by Rushcard rep that I was eligible for a temp credit. I didnt even know of anything like this until their rep informed me about it. Lastly, my point to Rushcard is that even if I owed a bill, there was never any authorization from me giving permission to use my card. It is not Rushcards position to plan Judge and Jury on a matter that they know nothing about. I have also sent them a copy of the bill where the payment was reversed and they have yet to contact me as they said as well as send me the copy of the final determination as they put it.
[redacted]
April 14,
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]
[redacted] complaint contends that she filed an unauthorized transaction dispute
for multiple transactions that was 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] unauthorized
transaction dispute was denied due to no error occurred.
[redacted]
was advised of the rebuttal letter process to reopen the dispute. On April 7,
2016, [redacted] faxed her rebuttal letter to the disputes department. On April
14, 2016, [redacted] rebuttal letter was denied due to no additional info 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
February 9, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”)...
received from [redacted], on February 9, 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 was charged for a monthly fee and a one-time card fee on her RushCard account upon loading funds onto her card. [redacted] also stated that she would like her card cancelled and to be refunded for the monthly fee and one-time card fee. Per the Cardholder Agreement all fees are stated and includes a detailed description of the fees. On February 9, 2017, a corporate RushCard customer service specialist contacted [redacted] to discuss the fees on the account. We appreciate [redacted]’ feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
July 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: July 27, 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 $143.52 are being held by RushCard for over a week and she has spoken to several supervisor, and they have not followed through. [redacted] [redacted] also states she would like her funds back on her account. On July 22, 2016 [redacted] contacted RushCard customer service and spoke to a customer service agent regarding her a pre-authorization hold. The customer service agent advised [redacted] that she would need a letter from the merchant. We received the required letter from the merchant on July 27, 2016. On July 27, 2016 a RushCard corporate customer service specialist contacted the merchant and the funds were released. On July 27, 2016 [redacted] was contacted and advised that her funds were refunded back to her account [redacted] was also advised of the merchant hold release policy. RushCard considers this matter resolved. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
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.
I brought this issue to Rushcard’s attention on July 7th, 2014 (ticket# [redacted]). They advertise on their website: https://www.rushcard.com/fee-chart - No charge for ATM Withdrawal fee (in network) or ATM Balance Inquiry fee (in network). Even though I reported this in 2014, they continued to intermittently charge me fees for in network transactions. Since this was reported in 2014 and Rushcard did not properly address it, I feel I am due full refund for all the fees that were incorrectly billed to my account.
Regards,
[redacted]
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records...
indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. We would not know if [redacted] has won the chargeback until May 2nd.
March 7, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Case #: [redacted] ...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 6, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she received the wrong routing number and her deposit was put in someone else’s account. [redacted] states that the funds were placed on another account and the funds were used. [redacted] would like a refund to her account. On August 28, 2014 [redacted] contacted RushCard customer service and requested the direct deposit form to be mailed to her home address, and faxed to her. On August 28, 2014 [redacted] request was completed and the direct deposit form was mailed and faxed to her per her request. The Chase Bank routing number that was provided to [redacted] was [redacted]. We have attempted to contact [redacted] on March 7, 2017 to provide the following information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Sincerely, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 26, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
on July 3, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted]
[redacted] complaint contends that RushCard blocked her account in June and she has
followed all instructions asked of RushCard in order for her card to be
unblocked. [redacted] would like to have the funds transferred to her other
RushCard while she is waiting for her account to be unblocked.
[redacted]
[redacted] submitted the requested documents to verify her identity on July 17, 2015.
On July 22, 2015, a Risk Investigator reviewed
the documents submitted by [redacted], and all requested documents were accepted
as valid. A RushCard Corporate Customer
Service Specialist attempted to contact [redacted] to process a replacement card.
On July 22, 2015 [redacted] contacted the call center and a replacement card was
issued via regular delivery.
We appreciate [redacted] card membership and understand the inconvenience having
a card blocked has caused.
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Hi [redacted], We have responded to this customer several times, by direct phone contact and now Revdex.com. We don’t have any additional information to provide. We have attempted to address the customer concerns about his direct deposit but he keeps insisting that his funds were held when they were not. Can we please close this complaint. Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
March 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 18, 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. In [redacted] complaint, she is stating she has an unauthorized transaction on her card and would like a refund. Our records indicate on February 15, 2018, [redacted] disputed a transaction, totaling $120.00. She stated her card was in her possession and her PIN (personal identification number). On March 2, 2018 based a review of transaction-level information, [redacted] dispute was denied as it was determined there was no error. Should Ms. Lamb [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] . Regards, RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 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
February 22, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: February 15, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. 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, he is requesting a $200.00 refund as the ATM did not disperse the funds. On February 9, 2018 [redacted] contacted RushCard to dispute a transaction totaling $200.00. [redacted] is stating the ATM he visited failed to disperse the requested funds. [redacted] claim is being researched by our dispute research team. The dispute is in process and it can take up to 45 days for resolution. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
October 22, 2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:
Case #[redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in response to the
attached complaint, Case No. [redacted], which the Revdex.com®
(“Revdex.com”) received from [redacted], on September 11, 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.
Per the
rebuttal [redacted] sent on October 13, 2015 stating he still has not gotten
the difference in his balance owed of $142. On October 22, 2015 a Corporate Customer Service
Specialist contacted [redacted] to advise him his express cash in the amount of
$109.17 was sent and provided [redacted] with the details to pick up his funds.
We
apologize for the delay in resolving [redacted] concern.
We appreciate [redacted] situation
and understand the stress identity theft can cause.
Sincerely,
Kathy R.
Corporate Customer Service
January 11, 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 October 29, 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 states that RushCard blocked her account regarding multiple unauthorized transactions. [redacted] also stated that she would like full access to her funds. On January 6, 2016, [redacted] received an ACH debit reversal in the amount of $852.99 back onto her account. A final letter has been sent to the address on the account regarding the resolution. We look forward to serving [redacted] financial needs in the future. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
January 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, [redacted] received two direct deposits in the amount of $100.00 on October 15, 2015 and the other on October 17, 2015. [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, 2015 was debited from the account. [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
December 6, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: November 30, 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 requested a replacement card and did not receive it within the 1-2 business days. [redacted] also states that she provided misinformation regarding a prepaid RushCard. [redacted] is requesting $20 reimbursement fees and the $30 expedited card fee. RushCard records indicate that [redacted] contacted RushCard and requested a replacement card on 11/29/17. Our records indicate the card was delivered on 12/1/17 within the 2-day expedited card timeframe. After reviewing the calls, it was determined that misinformation was provided to [redacted]. In addition, feedback has been provided to the supervisor [redacted] spoke to. On 12/6/17 a $30 credit for the expedited card was applied to [redacted] account and a $20 customer service credit was applied for the unprofessionalism she experienced. On 12/6/17 a RushCard Corporate Resolution Specialist attempted to call [redacted], and left a detail message advising [redacted] of this. We appreciate [redacted] feedback. Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have spoke with both Rushcard as well as [redacted] on multiple occasions and Rushcard is not providing consistent information. First, they told me that the case is closed, Now they are saying that they do not know the outcome until May 2nd. This is the FIRST I have heard of this. Secondly, they are stating that when they reached out to [redacted] they were informed that I never cancelled my subscription with them and returned the equipment, which is not correct. Everytime I call [redacted], I get the same answer which is " they have no record of the call in to cancel and that when it was cancelled the last card used on file was charged the final balance. which if you looked I had not made a payment in months because the service was supposed to be cancelled. Also they have verified that there is no equipment charge because the equipment was free as a part of a promo which is why I have an early termination fee which I was aware of when I called to cancelled. Each time I called Rushcard, I have been told different stories and transferred to supervisors that tell me an even different story. It has gotten to the point to wear I call them on speakerphone with a witness around because the stories from Rushcard change. Last I was told was that this case was closed and that [redacted] has won the charge back and that if I wanted a refund I would have to call [redacted] and get it directly from them. I received a bill in the mail from [redacted] saying that the payment was reversed on 3/20/2017. And when I call Rushcard they say that is was a rebuttal and that payment reversal was sent back to [redacted] since Rushcard is siding with [redacted] is saying they do not see anything in there system where the payment was process back to the account and that I will need to contact Rushcard. I was told by Rushcard rep that I was eligible for a temp credit. I didnt even know of anything like this until their rep informed me about it. Lastly, my point to Rushcard is that even if I owed a bill, there was never any authorization from me giving permission to use my card. It is not Rushcards position to plan Judge and Jury on a matter that they know nothing about. I have also sent them a copy of the bill where the payment was reversed and they have yet to contact me as they said as well as send me the copy of the final determination as they put it.
[redacted]
April 14,
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]
[redacted] complaint contends that she filed an unauthorized transaction dispute
for multiple transactions that was 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] unauthorized
transaction dispute was denied due to no error occurred.
[redacted]
was advised of the rebuttal letter process to reopen the dispute. On April 7,
2016, [redacted] faxed her rebuttal letter to the disputes department. On April
14, 2016, [redacted] rebuttal letter was denied due to no additional info 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
February 9, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”)...
received from [redacted], on February 9, 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 was charged for a monthly fee and a one-time card fee on her RushCard account upon loading funds onto her card. [redacted] also stated that she would like her card cancelled and to be refunded for the monthly fee and one-time card fee. Per the Cardholder Agreement all fees are stated and includes a detailed description of the fees. On February 9, 2017, a corporate RushCard customer service specialist contacted [redacted] to discuss the fees on the account. We appreciate [redacted]’ feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
July 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: July 27, 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 $143.52 are being held by RushCard for over a week and she has spoken to several supervisor, and they have not followed through. [redacted] [redacted] also states she would like her funds back on her account. On July 22, 2016 [redacted] contacted RushCard customer service and spoke to a customer service agent regarding her a pre-authorization hold. The customer service agent advised [redacted] that she would need a letter from the merchant. We received the required letter from the merchant on July 27, 2016. On July 27, 2016 a RushCard corporate customer service specialist contacted the merchant and the funds were released. On July 27, 2016 [redacted] was contacted and advised that her funds were refunded back to her account [redacted] was also advised of the merchant hold release policy. RushCard considers this matter resolved. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
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.
I brought this issue to Rushcard’s attention on July 7th, 2014 (ticket# [redacted]). They advertise on their website: https://www.rushcard.com/fee-chart - No charge for ATM Withdrawal fee (in network) or ATM Balance Inquiry fee (in network). Even though I reported this in 2014, they continued to intermittently charge me fees for in network transactions. Since this was reported in 2014 and Rushcard did not properly address it, I feel I am due full refund for all the fees that were incorrectly billed to my account.
Regards,
[redacted]
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records...
indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. We would not know if [redacted] has won the chargeback until May 2nd.
March 7, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Case #: [redacted] ...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 6, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she received the wrong routing number and her deposit was put in someone else’s account. [redacted] states that the funds were placed on another account and the funds were used. [redacted] would like a refund to her account. On August 28, 2014 [redacted] contacted RushCard customer service and requested the direct deposit form to be mailed to her home address, and faxed to her. On August 28, 2014 [redacted] request was completed and the direct deposit form was mailed and faxed to her per her request. The Chase Bank routing number that was provided to [redacted] was [redacted]. We have attempted to contact [redacted] on March 7, 2017 to provide the following information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Sincerely, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 26, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 22,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
on July 3, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted]
[redacted] complaint contends that RushCard blocked her account in June and she has
followed all instructions asked of RushCard in order for her card to be
unblocked. [redacted] would like to have the funds transferred to her other
RushCard while she is waiting for her account to be unblocked.
[redacted]
[redacted] submitted the requested documents to verify her identity on July 17, 2015.
On July 22, 2015, a Risk Investigator reviewed
the documents submitted by [redacted], and all requested documents were accepted
as valid. A RushCard Corporate Customer
Service Specialist attempted to contact [redacted] to process a replacement card.
On July 22, 2015 [redacted] contacted the call center and a replacement card was
issued via regular delivery.
We appreciate [redacted] card membership and understand the inconvenience having
a card blocked has caused.
Regards,
Tyree T.
Corporate Customer Service