October 21, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 he his replacement card and access to his funds were resolved. However, he still has not received compensation for canceling his travel plans. On October 20, 2016, a RushCard corporate customer service representative contacted [redacted] and request documents showing his cancellation fees, and provided an email address to send the information so it could be reviewed. [redacted] was also advised that there was no guarantee for compensation. To date, no documents have been received. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
February 1, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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. 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. On October 19, 2015, RushCard debited $50.00 from [redacted]’ account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $50.00 per credit, to recompense [redacted]’ for the unusual account fluctuations and inconvenience caused by the service interruption. [redacted] spent the funds which drew her account into the negative status. On October 21, 2016, [redacted] received a direct deposit that was depleted due to the negative balance on the 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: 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]
[redacted], on June 27, 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 states that her funds from an unauthorized transaction dispute
she filed on June 20, 2015 in the amount of $224.44 have not been credited to
her account. [redacted]’ also stated she would like her direct deposit
redirected to an alternate RushCard account in her name.
On June 20, 2015, [redacted] filed an unauthorized
transaction dispute in the amount of $224.44 that was made on her account. On
June 22, 2015, the RushCard dispute team received a signed unauthorized
transaction dispute form from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. A Corporate Customer Service
Specialist contacted [redacted] and advised her provisional credit will be
provided on July 3, 2015. As a
courtesy, an expedited card was issued to the address on the account, and the
$30.00 expedited card fee was waived. Once the claim is final, [redacted] will
receive a letter in the mail regarding the outcome of her dispute.
We appreciate [redacted]’ feedback
and continue to review our
processes for both customer security and convenience in accordance with all
regulations governing electronic transactions.
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 July 30, 2015. UniRush, LLC d/b/a RushCard
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer identities and resources.
[redacted] complaint
contends that she processed a bill payment on July 1, 2015 in the amount of
$180.00. [redacted] also stated that the bill payment was never received by the
payee and the funds needed to be reversed back to her RushCard account.
On July 1, 2015 [redacted] processed a
bill payment in the amount of $180.00 that failed due to invalid payee address.
On July 27, 2015, [redacted] contacted RushCard customer service and informed
that the bill payment was never received and requested for the funds to be
reversed back to her account. On July 29, 2015, [redacted] request was
escalated to RushCard corporate office to manually stop and refund the bill
payment to the account. On July 31, 2015 the bill payment was refunded back to [redacted] account.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
August 22, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 19, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard transfer option was broken. [redacted] also states he got different reason why he was not able to transfer his funds from his goals account to his RushCard. Our records indicate that [redacted] contacted RushCard customer service and stated he was not able to transfer funds from his goals account to his RushCard account. The agent advised [redacted] that there is a system update occurring. The update was complete on 8/18/19. On August 22, 2017 a RushCard corporate resolution specialist contacted [redacted] to advise him of the folder option to complete his transfer online. [redacted] was able to complete his transaction and indicated the issue has been resolved. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard,
December 21, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, 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. [redacted]’ complaint states that she returned a $46.96 purchase to the merchant on 10/7/15, but the funds were never applied back to her account. Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. RushCard released this authorization hold on 10/7/15, and the funds were not deducted from [redacted]’ account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
his 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. 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 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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 he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted], on four different transactions, posted between October 2nd, 2016 to January 1st, 2017. He claimed he has [redacted] and did not make the charges. On January 16, [redacted] claim was denied due to no error found. The disputed transactions were made on three different cards. [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes Manager. He claimed he never received the cards in the mail.
March 12, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 5, 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 seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, he filed a dispute for an ATM transaction posted to his RushCard. He is requesting a refund. Our records indicate on March 2, 2018, [redacted] called Rushcard to dispute an ATM transaction, totaling $202.50. RushCard does understand the inconvenience [redacted] has experienced in this situation. RushCard dispute team is working the claim diligently and the claim will be resolved as quickly as possible. The provisional credit will be issue on March 27, 2018 if the claim is not resolved by that time, the claim is being handled appropriately according to the Regulation E guidelines. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] . Regards, RushCard Corporate Customer Service
November 20, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati 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] Singleton, on November 4, 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 she did not receive her $40.00 to her RushCard account for the ref
a friend program. [redacted] also stated that she would like to be
compensated for the ref a friend program.The Ref a Friend Program is
$20.00 for every referral. $40.00 will not be applied to [redacted]
RushCard account. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to
complete and deliver financial convenience supported by reliable customer
service. Tyree T.Corporate Customer
Service
When I signed up I did use s promo code and therefore I should have reciced the $30 not just $10. That is false advertising. And why did your supervisor told me on Friday that my money will be in my account on Monday and it still isn't there. I have provided the code I used It's RushCard mistake and should fix it.im not responsible for RushCard glitch problems. Why did they advertise something and not go through it.
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.com7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: [redacted] May 6, 2015 We received [redacted] complaintregarding access to her funds and the level of customer service received. Rush Card logs all customer contact andactivity associated with...
financial cards.On 5/4/2015 [redacted] contactedRushCard customer service to notify us of multiple unauthorized transactions onher RushCard account. [redacted] stated the representative she spoke with wasextremely rude and we are working on pulling the calls so proper coaching andconsequences can be given to the representative. [redacted] did not filed thedispute on this contact, she called the next day to complete the disputeprocess. All RushCard disputes are handled through our dedicated dispute teamand areworked in the order that they are received. A dispute form was emailedto [redacted] and she returned the written confirmation the same day, 5/5/2015.Since [redacted] does qualify fora provisional credit, this will be issued 5/19/2015. The dispute can take up to90 days to be resolved, but in the meantime a provisional credit will be issuedto [redacted]. Afterinvestigating the dispute, [redacted] will be sent a letter informing her ofthe outcome of her dispute claim that she has filed. Due to the inconvenienceexperiences by [redacted], I have personally spoken with her to discuss theexpedited card that was sent to her, as well as waive the $30.00 fee for thiscard. We apologize for any inconvenience this may have caused [redacted].We appreciate [redacted]’feedback. These types of issues go directly against our mission of access andinclusion for everyone and we look to be clearer and avoid similar problems forall of our customers. Regards, [redacted]Customer Service Specialist
March
30, 2016
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
#[redacted], which the Revdex.com® (“Revdex.com”) received from [redacted]
[redacted] on March 26, 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 RushCard would not release an authorization
hold that was made on March 18, 2016 in the amount of $75.00. [redacted] also states that he would like the
funds credited back to her account.
Per
previous response on March 18, 2016 [redacted] contacted RushCard customer
service to inquire about a transaction hold for $75.00. A call was placed to the merchant to have the
pending hold released. On March 18,
2016, the transaction hold for $75.00 was released. On the same date of March 18, 2016 the
transaction for $75.00 settled to the account.
An unauthorized transaction dispute was filed on March 22, 2016 for the
transaction, the dispute was denied and indicated no error found. On March 28, 2016 a corporate customer
service specialist contacted [redacted] to provide this information. In addition on March 29, 2016 a $75.00 credit
was applied to [redacted] account from [redacted].
We
appreciate [redacted] feedback and hope to provide a better understanding on
the authorization process.
Regards,
RushCard
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted] The 2016 issue can not be the same issue as 2017 being that these are two different years and transactions in question.The issue at hand needs to be resolved immediately
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The only information that I can provide to the customer is the time frame of 45 to 90 days for a disputes claim. That is how long the process can take. Hope this helps. Thank you, UniRush, LLC Tyree T., Customer Service SpecialistPO Box 42482 Direct: ###-###-####Cincinnati, Ohio 45242 Fax: ###-###-####www.rushcard.com [redacted]
I filed a dispute about a transaction on my acct that I did not authorize I was told I'd get a expedited provisional credit within 10dys of me faxing the a affidavit this all started 6/6/16 it is now 6/27/16 I've been on hold for a hour and a half I've filed complaints I've done everything they...
asked of me & still haven't got a credit back to my card I was told my paperwork was incomplete I refaced it that same day & still haven't got a credit back to my card not have I been able to get in contact with someone today (6-27-16) about the credit to my acct this has been a extreme inconvenience for me it's unfair & unexceptable service from Rush card I've filed a complaint with the Revdex.com before now & still haven't got help a response no nothing I just want my credit like I was told multiple times by people who said they were supervisorsDesired Outcome: I want my money placed back on my card This is my 3rd complaint I've been trying to dispute a transaction on my acct with Rush card I was told by multiple people I'd get a expedited refund this issue started June 6th 2016 I've done everything I was told to do after being on hold for 2hrs 18mims 28sec I was told I wouldn't get a provisional credit because my papers were not submitted in a timely fashion I've been calling every couple days trying to get help with my expedited refund only to be told today that I was given miss information and it was too late I had til the 20th of June to submit papers I was told I had til the 23rd I sent them my papers by the 9th no one called to say my papers were incomplete I was told to call the 23rd I did I was told my papers needed to b redone I did it & sent them right back only to be told today I couldn't get the provisional after it was already approved on the 6th which is the day I filed the dispute this is unfair business & unexceptable they refuse to help me even tho I did wht I was suppose to do on time I'm tired of getting the run around I just want my money that was taken off my card I just want the expedited refund I was told I was approved forProblem: ive been going back and forth with rush card about a unauthorized transaction on my acct I was told I was approved for a expedited refund of the money that was charged to my card without my consent ive been writing letters to the po box that is listed as the mailing address this is my 4th complaint to the Revdex.com iv called rush card multiple times one time I was placed on hold for over 2hrs which is ridiculous this transaction was june 6,2016 ive been calling rush card almost everyday asking for a supervisor who then in turn says they cant help me I did everything I was told to do the supervisor acknowledges I did everything I was told and still refuses to give me the expedited credit I was told I would get I was continue to write letters and file a complaint everyday til I get back the money that was fraudulently charged to my acct no one other than me has access to my card or was authorized to make charges on my card today is now june 28,2016 and im still fighting for my credit Desired Outcome: refund of the money that was charged to my card without my permission
October 21, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 he his replacement card and access to his funds were resolved. However, he still has not received compensation for canceling his travel plans. On October 20, 2016, a RushCard corporate customer service representative contacted [redacted] and request documents showing his cancellation fees, and provided an email address to send the information so it could be reviewed. [redacted] was also advised that there was no guarantee for compensation. To date, no documents have been received. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
February 1, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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. 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. On October 19, 2015, RushCard debited $50.00 from [redacted]’ account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $50.00 per credit, to recompense [redacted]’ for the unusual account fluctuations and inconvenience caused by the service interruption. [redacted] spent the funds which drew her account into the negative status. On October 21, 2016, [redacted] received a direct deposit that was depleted due to the negative balance on the 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
July 2,
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]
[redacted], on June 27, 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 states that her funds from an unauthorized transaction dispute
she filed on June 20, 2015 in the amount of $224.44 have not been credited to
her account. [redacted]’ also stated she would like her direct deposit
redirected to an alternate RushCard account in her name.
On June 20, 2015, [redacted] filed an unauthorized
transaction dispute in the amount of $224.44 that was made on her account. On
June 22, 2015, the RushCard dispute team received a signed unauthorized
transaction dispute form from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. A Corporate Customer Service
Specialist contacted [redacted] and advised her provisional credit will be
provided on July 3, 2015. As a
courtesy, an expedited card was issued to the address on the account, and the
$30.00 expedited card fee was waived. Once the claim is final, [redacted] will
receive a letter in the mail regarding the outcome of her dispute.
We appreciate [redacted]’ feedback
and continue to review our
processes for both customer security and convenience in accordance with all
regulations governing electronic transactions.
Regards,
[redacted]
Corporate Customer Service
August 6, 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 July 30, 2015. UniRush, LLC d/b/a RushCard
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer identities and resources.
[redacted] complaint
contends that she processed a bill payment on July 1, 2015 in the amount of
$180.00. [redacted] also stated that the bill payment was never received by the
payee and the funds needed to be reversed back to her RushCard account.
On July 1, 2015 [redacted] processed a
bill payment in the amount of $180.00 that failed due to invalid payee address.
On July 27, 2015, [redacted] contacted RushCard customer service and informed
that the bill payment was never received and requested for the funds to be
reversed back to her account. On July 29, 2015, [redacted] request was
escalated to RushCard corporate office to manually stop and refund the bill
payment to the account. On July 31, 2015 the bill payment was refunded back to [redacted] account.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
Tyree T.
Corporate Customer Service
August 22, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 19, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard transfer option was broken. [redacted] also states he got different reason why he was not able to transfer his funds from his goals account to his RushCard. Our records indicate that [redacted] contacted RushCard customer service and stated he was not able to transfer funds from his goals account to his RushCard account. The agent advised [redacted] that there is a system update occurring. The update was complete on 8/18/19. On August 22, 2017 a RushCard corporate resolution specialist contacted [redacted] to advise him of the folder option to complete his transfer online. [redacted] was able to complete his transaction and indicated the issue has been resolved. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard,
December 21, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, 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. [redacted]’ complaint states that she returned a $46.96 purchase to the merchant on 10/7/15, but the funds were never applied back to her account. Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. RushCard released this authorization hold on 10/7/15, and the funds were not deducted from [redacted]’ account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
his 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. 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 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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 he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted], on four different transactions, posted between October 2nd, 2016 to January 1st, 2017. He claimed he has [redacted] and did not make the charges. On January 16, [redacted] claim was denied due to no error found. The disputed transactions were made on three different cards. [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes Manager. He claimed he never received the cards in the mail.
March 12, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 5, 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 seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, he filed a dispute for an ATM transaction posted to his RushCard. He is requesting a refund. Our records indicate on March 2, 2018, [redacted] called Rushcard to dispute an ATM transaction, totaling $202.50. RushCard does understand the inconvenience [redacted] has experienced in this situation. RushCard dispute team is working the claim diligently and the claim will be resolved as quickly as possible. The provisional credit will be issue on March 27, 2018 if the claim is not resolved by that time, the claim is being handled appropriately according to the Regulation E guidelines. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] . Regards, RushCard Corporate Customer Service
November 20, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati 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] Singleton, on November 4, 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 she did not receive her $40.00 to her RushCard account for the ref
a friend program. [redacted] also stated that she would like to be
compensated for the ref a friend program.The Ref a Friend Program is
$20.00 for every referral. $40.00 will not be applied to [redacted]
RushCard account. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to
complete and deliver financial convenience supported by reliable customer
service. Tyree T.Corporate Customer
Service
When I signed up I did use s promo code and therefore I should have reciced the $30 not just $10. That is false advertising. And why did your supervisor told me on Friday that my money will be in my account on Monday and it still isn't there. I have provided the code I used It's RushCard mistake and should fix it.im not responsible for RushCard glitch problems. Why did they advertise something and not go through it.
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.com7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: [redacted] May 6, 2015 We received [redacted] complaintregarding access to her funds and the level of customer service received. Rush Card logs all customer contact andactivity associated with...
financial cards.On 5/4/2015 [redacted] contactedRushCard customer service to notify us of multiple unauthorized transactions onher RushCard account. [redacted] stated the representative she spoke with wasextremely rude and we are working on pulling the calls so proper coaching andconsequences can be given to the representative. [redacted] did not filed thedispute on this contact, she called the next day to complete the disputeprocess. All RushCard disputes are handled through our dedicated dispute teamand areworked in the order that they are received. A dispute form was emailedto [redacted] and she returned the written confirmation the same day, 5/5/2015.Since [redacted] does qualify fora provisional credit, this will be issued 5/19/2015. The dispute can take up to90 days to be resolved, but in the meantime a provisional credit will be issuedto [redacted]. Afterinvestigating the dispute, [redacted] will be sent a letter informing her ofthe outcome of her dispute claim that she has filed. Due to the inconvenienceexperiences by [redacted], I have personally spoken with her to discuss theexpedited card that was sent to her, as well as waive the $30.00 fee for thiscard. We apologize for any inconvenience this may have caused [redacted].We appreciate [redacted]’feedback. These types of issues go directly against our mission of access andinclusion for everyone and we look to be clearer and avoid similar problems forall of our customers. Regards, [redacted]Customer Service Specialist
March
30, 2016
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
#[redacted], which the Revdex.com® (“Revdex.com”) received from [redacted]
[redacted] on March 26, 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 RushCard would not release an authorization
hold that was made on March 18, 2016 in the amount of $75.00. [redacted] also states that he would like the
funds credited back to her account.
Per
previous response on March 18, 2016 [redacted] contacted RushCard customer
service to inquire about a transaction hold for $75.00. A call was placed to the merchant to have the
pending hold released. On March 18,
2016, the transaction hold for $75.00 was released. On the same date of March 18, 2016 the
transaction for $75.00 settled to the account.
An unauthorized transaction dispute was filed on March 22, 2016 for the
transaction, the dispute was denied and indicated no error found. On March 28, 2016 a corporate customer
service specialist contacted [redacted] to provide this information. In addition on March 29, 2016 a $75.00 credit
was applied to [redacted] account from [redacted].
We
appreciate [redacted] feedback and hope to provide a better understanding on
the authorization process.
Regards,
RushCard
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted] The 2016 issue can not be the same issue as 2017 being that these are two different years and transactions in question.The issue at hand needs to be resolved immediately
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
I still haven't gotten my refund check yet.
The only information that I can provide to the customer is the time frame of 45 to 90 days for a disputes claim. That is how long the process can take. Hope this helps. Thank you, UniRush, LLC Tyree T., Customer Service SpecialistPO Box 42482 Direct: ###-###-####Cincinnati, Ohio 45242 Fax: ###-###-####www.rushcard.com [redacted]
I filed a dispute about a transaction on my acct that I did not authorize I was told I'd get a expedited provisional credit within 10dys of me faxing the a affidavit this all started 6/6/16 it is now 6/27/16 I've been on hold for a hour and a half I've filed complaints I've done everything they...
asked of me & still haven't got a credit back to my card I was told my paperwork was incomplete I refaced it that same day & still haven't got a credit back to my card not have I been able to get in contact with someone today (6-27-16) about the credit to my acct this has been a extreme inconvenience for me it's unfair & unexceptable service from Rush card I've filed a complaint with the Revdex.com before now & still haven't got help a response no nothing I just want my credit like I was told multiple times by people who said they were supervisorsDesired Outcome: I want my money placed back on my card This is my 3rd complaint I've been trying to dispute a transaction on my acct with Rush card I was told by multiple people I'd get a expedited refund this issue started June 6th 2016 I've done everything I was told to do after being on hold for 2hrs 18mims 28sec I was told I wouldn't get a provisional credit because my papers were not submitted in a timely fashion I've been calling every couple days trying to get help with my expedited refund only to be told today that I was given miss information and it was too late I had til the 20th of June to submit papers I was told I had til the 23rd I sent them my papers by the 9th no one called to say my papers were incomplete I was told to call the 23rd I did I was told my papers needed to b redone I did it & sent them right back only to be told today I couldn't get the provisional after it was already approved on the 6th which is the day I filed the dispute this is unfair business & unexceptable they refuse to help me even tho I did wht I was suppose to do on time I'm tired of getting the run around I just want my money that was taken off my card I just want the expedited refund I was told I was approved forProblem: ive been going back and forth with rush card about a unauthorized transaction on my acct I was told I was approved for a expedited refund of the money that was charged to my card without my consent ive been writing letters to the po box that is listed as the mailing address this is my 4th complaint to the Revdex.com iv called rush card multiple times one time I was placed on hold for over 2hrs which is ridiculous this transaction was june 6,2016 ive been calling rush card almost everyday asking for a supervisor who then in turn says they cant help me I did everything I was told to do the supervisor acknowledges I did everything I was told and still refuses to give me the expedited credit I was told I would get I was continue to write letters and file a complaint everyday til I get back the money that was fraudulently charged to my acct no one other than me has access to my card or was authorized to make charges on my card today is now june 28,2016 and im still fighting for my credit Desired Outcome: refund of the money that was charged to my card without my permission