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]
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
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I am still waiting for resolve on one final account with Rushcard. They did resolve the matter with one account, my personal account. I was contacted by a corporate customer service representative who stated they would look into the outstanding matter at hand. This matter is with regards to being power of attorney over an account that I have submitted all requested documentation to their customer service. It is my expectation to hear from a representative to clear up final pending matter.
Regards,
[redacted]
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per previous
response, On November 25, 2015, [redacted] was contacted by RushCard Corporate
Office regarding that late fees. [redacted] was issued a $160.00 credit to her
RushCard for the reimbursement of her late fees. Attached to the complaint
response is a screenshot of the credit that was applied 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 Customer
Service
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 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]’s complaint contends that RushCard received
and posted her payroll direct deposit of $755.82 to her expired RushCard
account. [redacted] also stated that she would like her funds to be applied to
her new RushCard.
On August 31, 2015, [redacted]
contacted RushCard customer service and requested a block to be placed on her
card ending in [redacted]. On September 4,
2015, RushCard received her direct deposit and was automatically posted to [redacted] account. On September 8, 2015, [redacted] requested to receive a
replacement card via expedited delivery due to the card expiring. [redacted]
provided her account and routing number to the remitter to set up direct
deposit. On September 10, 2015, [redacted] received her RushCard and has access
to her funds.
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
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.
I did not make this purchase and I need a copy of the document UniRush claims it viewed.
Regards,
[redacted]
My issue was not resolved they did not instantly put my money back into my account I was advised 10 days which would have been 10days per the rep which gave me the date of the 22nd. I lost my home due to this, even today when I called to change my plan to the pay as you go plan the rep charged me for the monthly plan & and told me would be July 1 now that's changed.
November 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com: I will let you know if I have been contacted in 5 business days.
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]
April 19, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati
Ohio 45202 �...⇄
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 23, 2016
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 the previous response, Rushcard will not
be crediting [redacted]
account. 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. As a result of
this interruption, Rushcard credited direct deposits in advance to our direct
deposit customers. Per previous response, On October 29, 2016, RushCard debited
$549.59 from [redacted] account to recoup the initial credit issued in
advance of the direct deposit posted on 10/17/2015. RushCard issued two
supplementary courtesy credits of $549.59 because of the inconvenience caused
by the service interruption. There are no funds to be reimbursed to [redacted]
RushCard account.
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states RushCard routinely charges off her account from seemingly pure air. She states the latest has been transactions from various cities and states and had been at work. [redacted] states fraudulent charge from [redacted] and she does not have a [redacted] account. She is requesting a refund. Our records indicate on February 07, 2017, [redacted] contacted RushCard to file an unauthorized dispute on transactions from [redacted] and [redacted] in the amount of $63.36 . [redacted] claimed she had been at work when the transactions occurred. [redacted] was advised if the investigation of the disputes takes more than 10 business days’ provisional credit will be provided to her. On March 23rd, [redacted] claim was denied due to conclusive evidence. [redacted] provided document showing merchandise was shipped to her physical address. We resent documents used to deny [redacted] to the mailing address we currently have on file. Also, [redacted] should contact RushCard regarding any unauthorized transactions in her account
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] have access
to her 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/.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
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
states that RushCard charged her for a $30.00 replacement card fee, a onetime
card fee and transaction fees to her RushCard account. [redacted] also stated
that she would like access to her funds.
On August 31, 2015 [redacted] direct deposit posted to
her RushCard account ending in [redacted]. On September 1, 2015, [redacted] contacted
RushCard Customer Service to request an expedited replacement card with a $30.00
fee. Per RushCard Cardholder Agreement
[redacted] was charged $2.50 ATM and $1.00 per transaction fee with card
ending in [redacted]. On August 4, 2015 the
$9.95 activation card fee was refunded back to [redacted] account. On September 3, 2015 a RushCard Corporate
Customer Service Specialist attempted to contact [redacted] to advise her of
this information.
We appreciate [redacted] feedback. Our goal is to
provide financial convenience supported by reliable customer service.
Kathy R.
Corporate Customer Service
October 21,
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
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 22, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 16, 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 on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account. [redacted] also states that the cash load was not credited to her account. [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load. Per previous response on November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. RushCard is not showing a declined transaction from [redacted]. Since we have not received the cash load [redacted] will need to revert back to the vendor ([redacted]) and file a claim regarding the missing load. RushCard will complete an internal investigation regarding any transaction declines from [redacted]. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 25, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: October 24, 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 employer deposited her funds to her Rushcard and that they are not showing on her account. [redacted] also states she was not able to speak with a live representative to get this issue resolved. RushCard records indicate that [redacted] was not following the IVR prompts correctly in order to speak with a live RushCard representative. Our records show that on October 24, 2016 [redacted] contacted RushCard customer service and spoke to an agent regarding her direct deposit. On October 25, 2016, a RushCard corporate customer service representative contacted [redacted] to see if there were any additional concerns. [redacted] reiterated the difficulty she experienced with RushCard’s automated system. We explained how the automated system works and at what point in the prompts she would be given an option to speak to an agent. [redacted] was advised that we would take note of her concern with our system and about getting through to an agent sooner. If [redacted] has additional questions, she 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
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 reject there stance because on 10/26/15 (14 days after their "system outage" they posted on Social Media saying the problems were fixed. Not true. Lies.I called many times after that where the rep said we cant help you "our systems are down". See attached call log. When I finally reached someone, they demanded I dispute a charge that I told them was really legitimate made on 10/9/15 to [redacted] for $300.01 as to FURTHER delay the real issue. They said this could take up to 120 days.The real issue is they had my money all along since 10/10/15. It took a great deal to reason with them as their reps were often rude, and gave me various and sundry contradictory information about why they have NOT posted my credit sooner. See recording attached where I was on hold for over an hour. Supervisor came on the line at 46 minutes she was so rude and nasty. She yelled, got off the phone at one point because she wanted to over talk me. To hear that part of the recording, start on 51 minutes. Click here [redacted]Now, this is the supervisor talking. What training she has!!!!Fact is, Unirush took 25 days to give me that money and I faced hardships like no gas in my car or nor could I even purchase food due to this issue. Of course, I cant prove an empty stomach. This is just fact. This $300 was almost half of my monthly income that they just held for no good reason. They have not made AMENDS about keeping my funds hostage.I read on [redacted], they are issuing loyalty credits to customers, but they didn't do that for me. I have been with them going on 4 years, and I didn't even get a phone call saying that my money was finally posted. Instead , they sent a letter (SNAIL) mail, further putting me through an unnecessary hardship and showing me they are not caring about wronging their customer.
Regards,
[redacted]
May 19, 2017 VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: 5/15/2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. Unirush, LLC, which is the program manager for the RushCard prepaid debit card program, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. This letter is in response to the letter dated May 15, 2017 from your office regarding a complaint originating from [redacted]. In that complaint, [redacted] contends that there have been unauthorized transactions from [redacted] on his RushCard totaling $860.33. On 4/20/2017 [redacted] contacted the RushCard dispute department to dispute unauthorized transactions that were occurring in [redacted]. The dispute agent completed the dispute form while on the phone, a replacement card was issued, and [redacted] was advised to submit a written dispute form within 10 business days to be qualified for a provisional credit. A form was also mailed and emailed to him. 4/24/2017 [redacted] returned the written dispute form. On 5/3/2017 a RushCard dispute investigator reviewed the claim and determined that no error was found. A claim denial letter was mailed out to [redacted]. On 5/10/2017 [redacted] contacted RushCard customer service regarding the claim denial letter. He was advised at that time to send in a rebuttal letter if he disagreed with our decision. 5/15/2017 RushCard corporate office was notified of the Revdex.com complaint and the case was referred over to our Dispute Manager. After further review we have determined that the dispute was valid and credits have been issued to [redacted] account. 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 e...
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]
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
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I am still waiting for resolve on one final account with Rushcard. They did resolve the matter with one account, my personal account. I was contacted by a corporate customer service representative who stated they would look into the outstanding matter at hand. This matter is with regards to being power of attorney over an account that I have submitted all requested documentation to their customer service. It is my expectation to hear from a representative to clear up final pending matter.
Regards,
[redacted]
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per previous
response, On November 25, 2015, [redacted] was contacted by RushCard Corporate
Office regarding that late fees. [redacted] was issued a $160.00 credit to her
RushCard for the reimbursement of her late fees. Attached to the complaint
response is a screenshot of the credit that was applied 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 Customer
Service
September 11, 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 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]’s complaint contends that RushCard received
and posted her payroll direct deposit of $755.82 to her expired RushCard
account. [redacted] also stated that she would like her funds to be applied to
her new RushCard.
On August 31, 2015, [redacted]
contacted RushCard customer service and requested a block to be placed on her
card ending in [redacted]. On September 4,
2015, RushCard received her direct deposit and was automatically posted to [redacted] account. On September 8, 2015, [redacted] requested to receive a
replacement card via expedited delivery due to the card expiring. [redacted]
provided her account and routing number to the remitter to set up direct
deposit. On September 10, 2015, [redacted] received her RushCard and has access
to her funds.
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
Tyree T.
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.
I did not make this purchase and I need a copy of the document UniRush claims it viewed.
Regards,
[redacted]
My issue was not resolved they did not instantly put my money back into my account I was advised 10 days which would have been 10days per the rep which gave me the date of the 22nd. I lost my home due to this, even today when I called to change my plan to the pay as you go plan the rep charged me for the monthly plan & and told me would be July 1 now that's changed.
November 9, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com: I will let you know if I have been contacted in 5 business days.
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]
April 19, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati
Ohio 45202 �...⇄
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 23, 2016
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 the previous response, Rushcard will not
be crediting [redacted]
account. 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. As a result of
this interruption, Rushcard credited direct deposits in advance to our direct
deposit customers. Per previous response, On October 29, 2016, RushCard debited
$549.59 from [redacted] account to recoup the initial credit issued in
advance of the direct deposit posted on 10/17/2015. RushCard issued two
supplementary courtesy credits of $549.59 because of the inconvenience caused
by the service interruption. There are no funds to be reimbursed to [redacted]
RushCard account.
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states RushCard routinely charges off her account from seemingly pure air. She states the latest has been transactions from various cities and states and had been at work. [redacted] states fraudulent charge from [redacted] and she does not have a [redacted] account. She is requesting a refund. Our records indicate on February 07, 2017, [redacted] contacted RushCard to file an unauthorized dispute on transactions from [redacted] and [redacted] in the amount of $63.36 . [redacted] claimed she had been at work when the transactions occurred. [redacted] was advised if the investigation of the disputes takes more than 10 business days’ provisional credit will be provided to her. On March 23rd, [redacted] claim was denied due to conclusive evidence. [redacted] provided document showing merchandise was shipped to her physical address. We resent documents used to deny [redacted] to the mailing address we currently have on file. Also, [redacted] should contact RushCard regarding any unauthorized transactions in her account
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] have access
to her 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/.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
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
states that RushCard charged her for a $30.00 replacement card fee, a onetime
card fee and transaction fees to her RushCard account. [redacted] also stated
that she would like access to her funds.
On August 31, 2015 [redacted] direct deposit posted to
her RushCard account ending in [redacted]. On September 1, 2015, [redacted] contacted
RushCard Customer Service to request an expedited replacement card with a $30.00
fee. Per RushCard Cardholder Agreement
[redacted] was charged $2.50 ATM and $1.00 per transaction fee with card
ending in [redacted]. On August 4, 2015 the
$9.95 activation card fee was refunded back to [redacted] account. On September 3, 2015 a RushCard Corporate
Customer Service Specialist attempted to contact [redacted] to advise her of
this information.
We appreciate [redacted] feedback. Our goal is to
provide financial convenience supported by reliable customer service.
Kathy R.
Corporate Customer Service
October 21,
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
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 22, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 16, 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 on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account. [redacted] also states that the cash load was not credited to her account. [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load. Per previous response on November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. RushCard is not showing a declined transaction from [redacted]. Since we have not received the cash load [redacted] will need to revert back to the vendor ([redacted]) and file a claim regarding the missing load. RushCard will complete an internal investigation regarding any transaction declines from [redacted]. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 25, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: October 24, 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 employer deposited her funds to her Rushcard and that they are not showing on her account. [redacted] also states she was not able to speak with a live representative to get this issue resolved. RushCard records indicate that [redacted] was not following the IVR prompts correctly in order to speak with a live RushCard representative. Our records show that on October 24, 2016 [redacted] contacted RushCard customer service and spoke to an agent regarding her direct deposit. On October 25, 2016, a RushCard corporate customer service representative contacted [redacted] to see if there were any additional concerns. [redacted] reiterated the difficulty she experienced with RushCard’s automated system. We explained how the automated system works and at what point in the prompts she would be given an option to speak to an agent. [redacted] was advised that we would take note of her concern with our system and about getting through to an agent sooner. If [redacted] has additional questions, she 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
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 reject there stance because on 10/26/15 (14 days after their "system outage" they posted on Social Media saying the problems were fixed. Not true. Lies.I called many times after that where the rep said we cant help you "our systems are down". See attached call log. When I finally reached someone, they demanded I dispute a charge that I told them was really legitimate made on 10/9/15 to [redacted] for $300.01 as to FURTHER delay the real issue. They said this could take up to 120 days.The real issue is they had my money all along since 10/10/15. It took a great deal to reason with them as their reps were often rude, and gave me various and sundry contradictory information about why they have NOT posted my credit sooner. See recording attached where I was on hold for over an hour. Supervisor came on the line at 46 minutes she was so rude and nasty. She yelled, got off the phone at one point because she wanted to over talk me. To hear that part of the recording, start on 51 minutes. Click here [redacted]Now, this is the supervisor talking. What training she has!!!!Fact is, Unirush took 25 days to give me that money and I faced hardships like no gas in my car or nor could I even purchase food due to this issue. Of course, I cant prove an empty stomach. This is just fact. This $300 was almost half of my monthly income that they just held for no good reason. They have not made AMENDS about keeping my funds hostage.I read on [redacted], they are issuing loyalty credits to customers, but they didn't do that for me. I have been with them going on 4 years, and I didn't even get a phone call saying that my money was finally posted. Instead , they sent a letter (SNAIL) mail, further putting me through an unnecessary hardship and showing me they are not caring about wronging their customer.
Regards,
[redacted]
May 19, 2017 VIA ONLINE SUBMISSION:Revdex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: 5/15/2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. Unirush, LLC, which is the program manager for the RushCard prepaid debit card program, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. This letter is in response to the letter dated May 15, 2017 from your office regarding a complaint originating from [redacted]. In that complaint, [redacted] contends that there have been unauthorized transactions from [redacted] on his RushCard totaling $860.33. On 4/20/2017 [redacted] contacted the RushCard dispute department to dispute unauthorized transactions that were occurring in [redacted]. The dispute agent completed the dispute form while on the phone, a replacement card was issued, and [redacted] was advised to submit a written dispute form within 10 business days to be qualified for a provisional credit. A form was also mailed and emailed to him. 4/24/2017 [redacted] returned the written dispute form. On 5/3/2017 a RushCard dispute investigator reviewed the claim and determined that no error was found. A claim denial letter was mailed out to [redacted]. On 5/10/2017 [redacted] contacted RushCard customer service regarding the claim denial letter. He was advised at that time to send in a rebuttal letter if he disagreed with our decision. 5/15/2017 RushCard corporate office was notified of the Revdex.com complaint and the case was referred over to our Dispute Manager. After further review we have determined that the dispute was valid and credits have been issued to [redacted] account. 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 e...