November 18, 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] on November 9, 2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard held his funds from a hotel transaction. [redacted] also stated that he would like for the $149.00 transaction to be release back to his RushCard account.On October 26, 2015, a hotel hold transaction for the amount of $149.00 was made on [redacted] account. [redacted] contacted RushCard customer service to advise that the transaction needed to be released. [redacted] was advised by the representative that his request will be escalated to the corporate office for further review. Per RushCard Cardholder Agreement, if the card is used for a car rental purchase, or for similar purchases like at restaurants or hotels, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred. Any preauthorization amount will place a "hold" on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. All transactions relating to car rentals may result in a hold for that amount of funds for up to thirty-five (35) days. During the hold period, you will not have access to the preauthorized amount. The $149.00 hold was released back to the [redacted] RushCard. We appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused. RushCard Customer Service
I did not transfer any money from my account. Someone gained access to my rush account. I have documentation about two Rushcard card to card transfer dispute form. The home phone number is wrong, the email address is wrong. Rush card did not have the proper methods to verify my information. They are liable to replace my funds that they gave to a bogus card.On one card to card transfer the false information is Phone # ###-###-####, email [redacted]. The person who received the funds ($420) name was [redacted], who I never heard of. The person who received ($550) name was [redacted], who I never heard of. Can you please help me get my money back from Rushcard. This money was taken from my monthly social security check. I have been struggling ever since this has happened. I have tried several times to file a police report but they told me I had to go online to file a IC3 Internet Crime Complaint which I did.
September 6, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 29, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has not been able to transfer funds to her son’s RushCard account. [redacted] states she was not given an exact date when the function would be available. [redacted] also states that she would like $25.00 to send to her son for the inconvenience. Our records indicate that as of date all card to card functions have been restored. [redacted] can now complete all card to card transfers. Unfortunately, no compensation will be provided to [redacted] account. The funds in the account were available for use via point of sale transactions and the ATM. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
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. [redacted] complaint contends that she was not advised of the correct timeframe in which to submit her dispute form in writing to qualify for provisional credit. RushCard records indicate that [redacted] filed a dispute on 3/11/2017 for $502.81. On 3/17/2017 [redacted] contacted RushCard dispute department a second time to dispute 2 additional transactions for $234.15. to be returned for this claim was 3/31/2017. RushCard received [redacted] written dispute claim on 3/27/2017 for the 1st claim in the amount of $502.81. Because this was received after the 10-business day timeframe, no provisional credit was applied to the account. The form we received was dated by [redacted] 3/25/2017- also after the provisional credit deadline. As of the date of this letter no written dispute form has been received for the $234.15 dispute claim. On 3/14/2017 RushCard submitted chargebacks through the [redacted] network for the disputed transactions. [redacted] guidelines allow the merchant 45 days to respond to the chargeback. The following merchants have responded to our chargeback inquiries and have stated that the transactions are valid and no credit will be applied:3/6/2017 $62.15 [redacted], and 3/5/2017 $204.00 [redacted]The merchants have accepted the chargebacks for following transactions and credits will be applied to [redacted] account.3/10/2017 $84.15 [redacted] and 3/5/2017 $142.89 [redacted]The merchant directly applied a credit 3/22/2017 for the following transaction: 3/11/2017 $150.00 [redacted]. 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.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
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 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 25, 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 takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard closed her account without notice. [redacted] is requesting her account be reopened and an explanation given as to why her account was closed. Our records indicate that on October 24, 2017, [redacted] RushCard account was permanently closed in accordance to RushCard Card Holder Agreement. On October 24, 2017, [redacted] contacted RushCard customer service and spoke to an agent that advised her the account was close and a check would be sent for the remaining funds to the address on file. On October 25, 2017 after review of [redacted] account, it was reopened. On October 26, 2017 a RushCard corporate resolution specialist contacted [redacted] to apologize for the inconvenience and to advise her of this information. We offered to expedite [redacted] a replacement card waiving the fee. [redacted] indicated that this was satisfactory. We appreciate [redacted] feedback. RushCard Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 28, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: November 26, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $195.00 are pending on her RushCard account and she would need to have a letter faxed to have them released. [redacted] is requesting her funds be put back on her account. RushCard records indicate that on November 22, 2016, [redacted] contacted RushCard customer service to inquire about a duplicate pending transaction for $195.00. [redacted] indicated that the merchant accidentally charged her twice for the same transactions. Pending merchant holds are automatically released after 10 days. However, [redacted] was advised that if she were able to provide a Merchant Hold Release Letter, we would attempt to release it earlier. On November 26, 2016 [redacted] contacted RushCard customer service again regarding the release of her pending pre-authorization hold and was advised that there was still no letter from the merchant. Our records indicate that the hold was released automatically after the 10 days expired. On November 28, 2016 a RushCard corporate representative attempted to contact [redacted] to advise her of this information. A detailed message was left with a callback number for [redacted]. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
January 5, 2017VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com®...
(“Revdex.com”) received from [redacted] on January 3, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she loaded a $615.00 cash load onto her RushCard account on January 1, 2017 via [redacted]. [redacted] also states that she has not received her funds and was advised to contact [redacted] for research. [redacted] would like for the cash load to be refunded to her RushCard account. On January 4, 2017, RushCard was able to research and locate the cashload – we show the load had been processed to [redacted] RushCard’s account – per records [redacted] was provided instructions on how to create an online account and processed a card to card transfer. We show the funds were transferred to [redacted] account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service.Regards, RushCard Corporate 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. Per Response, 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. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. On November 7, 2015, a Corporate Customer Service Specialist
contacted [redacted] to assist with her Rush Goals account issue. [redacted] stated
that she now has access to her Rush Goals account. The screenshot that [redacted]
has provided is the dollar amount that she has set for herself to reach as a
Goal. The $700.00 is not the amount that is in her account or what RushCard
owes her. The amount available that is in her goals account is $0.00. 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. The response Rush Card provided did not give a viable explanation to my problem. I feel I should not have been charged $30.00 for [redacted] fees to have my New Member Rush Card replacement delivered as I never received my card to begin with. I asked Customer Service for a tracking number for the original card sent, but was told they do not send out cards with tracking numbers. As far as I know they never sent me a card on Sept. 24 to begin with. I was also told if I was an existing member I would receive a replacement card via [redacted] for no fee. I believe that as a New Member, in order to satisfy and welcome me to their company a replacement card should be sent via [redacted] with no fee. Once I did receive my card on Oct. 12, it took almost 2 weeks for Rush Card to be able to activate my card. I was finally able to get it activated on Oct. 22. I will not be satisfied until I receive $30.00 for the [redacted] fee I had to pay for their failure to send an original card and then the hassle of waiting almost 2 weeks to get my card activated due to their excuse of system updates; it does not take any company 2 weeks to complete system updates. I was unable to access monies which were direct deposited by my employer for 2 pay periods due to Rush Card incompetence.
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. There has been NO offer.
As of today, 10/23/15, I am still not able to access the money I have on my Rushcard. I have contacted the company every single day since 10/12/15, by phone, email, and social media and there has been no resolution. I have money in my goals account, which is considered a savings account, that I can not access to withdraw. Every time I call I am advised that they are still working on this and they can not tell me when it will be fixed. The company has only contacted me one time since this has happened and that was on 10/19/15. I was advised at that time that it would be resolved possibly overnight and if not, I would receive a call back. I have not been contacted since then. Below is a list of the ticket numbers I have received stating that I would have a response within 12 hours, however, nothing has happened:10/12/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. There is no need to reply to this email. Your ticket code is [redacted]. Please use this code in any further communication.10/13/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication10/15/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication.10/21/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication.10/22/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication.On 10/19/15, Rushcard put a message on social media stating that if you were still having issues with your card, send a direct message to [redacted] on [redacted]. I have sent several messages and still no resolution. Please see below:
My name is [redacted]. My address is [redacted] My phone number is ###-###-#### cell ###-###-#### work. I have not been able to use my card since 10/12/15. It was initially locked but that has since be fixed. However, all of my money is in my goals account which I am unable to transfer to withdraw. I am begging that you PLEASE get this resolved, this has caused major problems for me.
Thank you,
[redacted]Oct 19Hello [redacted], We’re so sorry, a customer service representative will reach out as soon as possible.Oct 19This is my second message on [redacted]. I have also had 5 requests that were suppose to be escalated, however, nothing has been resolved. I received a call yesterday from someone who was also unable to help. It's been 8 days! My electric was disconnected today as a result of this , and now I have to pay a 200.00 deposit that I don't have. This is not fair to me or my family. I am in tears writing this message because I don't know what to do. How can you put your customers through this! Please get my card fixed I am begging you!!!!!Oct 20This is my 3rd message. It's now been 9 days and I am still not able to transfer from my goals account. Out of all the messages that's been posted on social media, this issue has yet to be addressed. I still can't get through to customer service, and the rep I spoke with 2 days ago that advised me that I would be contacted back, has not contacted me. When will this issue be resolved??? Please give me some answers, this is causing serious issues in my life and it seems like no one cares. If you can see what is in our goals account, why can't you just transfer it? I know you have the capabilities of doing this for your loyal customers.Oct 21
This is my 4th message. It's now been 10 days and I am still unable to transfer from my goals account. I have yet to receive a call back or a response.23h
Regards,
[redacted]
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
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 takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint she filed a dispute after unauthorized transactions posted to her account. She is requesting a refund. Our records indicate on June 30, 2017, [redacted] contacted RushCard to file an unauthorized dispute. In her subsequent dispute form [redacted] claim her card was in her possession and her pin memorized. [redacted] was told if the investigation takes more ten business days, by July 17, 2017 provisional credit will be provided to her. Once a decision has been made [redacted] will be notified by mail. 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]
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on June 18, 2015.
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted] complaint contends that RushCard erroneously canceled her son [redacted] RushCard account and need access to his funds. [redacted] also stated
that she faxed in the required documentation for Power of Attorney on June 9,
2015.
We
are unable to release any information on [redacted] account due to third
party privacy laws. A Corporate
Customer Service Specialist contacted [redacted] and advised we have not
received the required legal papers, and to send documentation to the RushCard Corporate
fax number for efficient handling. Once received, documentation will be
reviewed.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
October 20,
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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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.
Rush Card Closed my account so they wouldn't have to pay the dispute, Common issue we as consumers face.
[redacted]
November 18, 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] on November 9, 2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard held his funds from a hotel transaction. [redacted] also stated that he would like for the $149.00 transaction to be release back to his RushCard account.On October 26, 2015, a hotel hold transaction for the amount of $149.00 was made on [redacted] account. [redacted] contacted RushCard customer service to advise that the transaction needed to be released. [redacted] was advised by the representative that his request will be escalated to the corporate office for further review. Per RushCard Cardholder Agreement, if the card is used for a car rental purchase, or for similar purchases like at restaurants or hotels, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred. Any preauthorization amount will place a "hold" on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. All transactions relating to car rentals may result in a hold for that amount of funds for up to thirty-five (35) days. During the hold period, you will not have access to the preauthorized amount. The $149.00 hold was released back to the [redacted] RushCard. We appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused. RushCard Customer Service
I did not transfer any money from my account. Someone gained access to my rush account. I have documentation about two Rushcard card to card transfer dispute form. The home phone number is wrong, the email address is wrong. Rush card did not have the proper methods to verify my information. They are liable to replace my funds that they gave to a bogus card.On one card to card transfer the false information is Phone # ###-###-####, email [redacted]. The person who received the funds ($420) name was [redacted], who I never heard of. The person who received ($550) name was [redacted], who I never heard of. Can you please help me get my money back from Rushcard. This money was taken from my monthly social security check. I have been struggling ever since this has happened. I have tried several times to file a police report but they told me I had to go online to file a IC3 Internet Crime Complaint which I did.
September 6, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 29, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has not been able to transfer funds to her son’s RushCard account. [redacted] states she was not given an exact date when the function would be available. [redacted] also states that she would like $25.00 to send to her son for the inconvenience. Our records indicate that as of date all card to card functions have been restored. [redacted] can now complete all card to card transfers. Unfortunately, no compensation will be provided to [redacted] account. The funds in the account were available for use via point of sale transactions and the ATM. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
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. [redacted] complaint contends that she was not advised of the correct timeframe in which to submit her dispute form in writing to qualify for provisional credit. RushCard records indicate that [redacted] filed a dispute on 3/11/2017 for $502.81. On 3/17/2017 [redacted] contacted RushCard dispute department a second time to dispute 2 additional transactions for $234.15. to be returned for this claim was 3/31/2017. RushCard received [redacted] written dispute claim on 3/27/2017 for the 1st claim in the amount of $502.81. Because this was received after the 10-business day timeframe, no provisional credit was applied to the account. The form we received was dated by [redacted] 3/25/2017- also after the provisional credit deadline. As of the date of this letter no written dispute form has been received for the $234.15 dispute claim. On 3/14/2017 RushCard submitted chargebacks through the [redacted] network for the disputed transactions. [redacted] guidelines allow the merchant 45 days to respond to the chargeback. The following merchants have responded to our chargeback inquiries and have stated that the transactions are valid and no credit will be applied:3/6/2017 $62.15 [redacted], and 3/5/2017 $204.00 [redacted]The merchants have accepted the chargebacks for following transactions and credits will be applied to [redacted] account.3/10/2017 $84.15 [redacted] and 3/5/2017 $142.89 [redacted]The merchant directly applied a credit 3/22/2017 for the following transaction: 3/11/2017 $150.00 [redacted]. 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.
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
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 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 25, 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 takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard closed her account without notice. [redacted] is requesting her account be reopened and an explanation given as to why her account was closed. Our records indicate that on October 24, 2017, [redacted] RushCard account was permanently closed in accordance to RushCard Card Holder Agreement. On October 24, 2017, [redacted] contacted RushCard customer service and spoke to an agent that advised her the account was close and a check would be sent for the remaining funds to the address on file. On October 25, 2017 after review of [redacted] account, it was reopened. On October 26, 2017 a RushCard corporate resolution specialist contacted [redacted] to apologize for the inconvenience and to advise her of this information. We offered to expedite [redacted] a replacement card waiving the fee. [redacted] indicated that this was satisfactory. We appreciate [redacted] feedback. RushCard Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 28, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: November 26, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $195.00 are pending on her RushCard account and she would need to have a letter faxed to have them released. [redacted] is requesting her funds be put back on her account. RushCard records indicate that on November 22, 2016, [redacted] contacted RushCard customer service to inquire about a duplicate pending transaction for $195.00. [redacted] indicated that the merchant accidentally charged her twice for the same transactions. Pending merchant holds are automatically released after 10 days. However, [redacted] was advised that if she were able to provide a Merchant Hold Release Letter, we would attempt to release it earlier. On November 26, 2016 [redacted] contacted RushCard customer service again regarding the release of her pending pre-authorization hold and was advised that there was still no letter from the merchant. Our records indicate that the hold was released automatically after the 10 days expired. On November 28, 2016 a RushCard corporate representative attempted to contact [redacted] to advise her of this information. A detailed message was left with a callback number for [redacted]. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
January 5, 2017VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com®...
(“Revdex.com”) received from [redacted] on January 3, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she loaded a $615.00 cash load onto her RushCard account on January 1, 2017 via [redacted]. [redacted] also states that she has not received her funds and was advised to contact [redacted] for research. [redacted] would like for the cash load to be refunded to her RushCard account. On January 4, 2017, RushCard was able to research and locate the cashload – we show the load had been processed to [redacted] RushCard’s account – per records [redacted] was provided instructions on how to create an online account and processed a card to card transfer. We show the funds were transferred to [redacted] account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service.Regards, RushCard Corporate 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. Per Response, 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. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. On November 7, 2015, a Corporate Customer Service Specialist
contacted [redacted] to assist with her Rush Goals account issue. [redacted] stated
that she now has access to her Rush Goals account. The screenshot that [redacted]
has provided is the dollar amount that she has set for herself to reach as a
Goal. The $700.00 is not the amount that is in her account or what RushCard
owes her. The amount available that is in her goals account is $0.00. 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. The response Rush Card provided did not give a viable explanation to my problem. I feel I should not have been charged $30.00 for [redacted] fees to have my New Member Rush Card replacement delivered as I never received my card to begin with. I asked Customer Service for a tracking number for the original card sent, but was told they do not send out cards with tracking numbers. As far as I know they never sent me a card on Sept. 24 to begin with. I was also told if I was an existing member I would receive a replacement card via [redacted] for no fee. I believe that as a New Member, in order to satisfy and welcome me to their company a replacement card should be sent via [redacted] with no fee. Once I did receive my card on Oct. 12, it took almost 2 weeks for Rush Card to be able to activate my card. I was finally able to get it activated on Oct. 22. I will not be satisfied until I receive $30.00 for the [redacted] fee I had to pay for their failure to send an original card and then the hassle of waiting almost 2 weeks to get my card activated due to their excuse of system updates; it does not take any company 2 weeks to complete system updates. I was unable to access monies which were direct deposited by my employer for 2 pay periods due to Rush Card incompetence.
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. There has been NO offer.
As of today, 10/23/15, I am still not able to access the money I have on my Rushcard. I have contacted the company every single day since 10/12/15, by phone, email, and social media and there has been no resolution. I have money in my goals account, which is considered a savings account, that I can not access to withdraw. Every time I call I am advised that they are still working on this and they can not tell me when it will be fixed. The company has only contacted me one time since this has happened and that was on 10/19/15. I was advised at that time that it would be resolved possibly overnight and if not, I would receive a call back. I have not been contacted since then. Below is a list of the ticket numbers I have received stating that I would have a response within 12 hours, however, nothing has happened:10/12/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. There is no need to reply to this email. Your ticket code is [redacted]. Please use this code in any further communication.10/13/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication10/15/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication.10/21/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication.10/22/15 = Thank you for contacting RushCard.This is an automatic acknowledgement to let you know that we have received your inquiry. Your ticket code is [redacted]. Please use this code in any further communication.On 10/19/15, Rushcard put a message on social media stating that if you were still having issues with your card, send a direct message to [redacted] on [redacted]. I have sent several messages and still no resolution. Please see below:
My name is [redacted]. My address is [redacted] My phone number is ###-###-#### cell ###-###-#### work. I have not been able to use my card since 10/12/15. It was initially locked but that has since be fixed. However, all of my money is in my goals account which I am unable to transfer to withdraw. I am begging that you PLEASE get this resolved, this has caused major problems for me.
Thank you,
[redacted]Oct 19Hello [redacted], We’re so sorry, a customer service representative will reach out as soon as possible.Oct 19This is my second message on [redacted]. I have also had 5 requests that were suppose to be escalated, however, nothing has been resolved. I received a call yesterday from someone who was also unable to help. It's been 8 days! My electric was disconnected today as a result of this , and now I have to pay a 200.00 deposit that I don't have. This is not fair to me or my family. I am in tears writing this message because I don't know what to do. How can you put your customers through this! Please get my card fixed I am begging you!!!!!Oct 20This is my 3rd message. It's now been 9 days and I am still not able to transfer from my goals account. Out of all the messages that's been posted on social media, this issue has yet to be addressed. I still can't get through to customer service, and the rep I spoke with 2 days ago that advised me that I would be contacted back, has not contacted me. When will this issue be resolved??? Please give me some answers, this is causing serious issues in my life and it seems like no one cares. If you can see what is in our goals account, why can't you just transfer it? I know you have the capabilities of doing this for your loyal customers.Oct 21
This is my 4th message. It's now been 10 days and I am still unable to transfer from my goals account. I have yet to receive a call back or a response.23h
Regards,
[redacted]
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 30, 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 takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] states in her complaint she filed a dispute after unauthorized transactions posted to her account. She is requesting a refund. Our records indicate on June 30, 2017, [redacted] contacted RushCard to file an unauthorized dispute. In her subsequent dispute form [redacted] claim her card was in her possession and her pin memorized. [redacted] was told if the investigation takes more ten business days, by July 17, 2017 provisional credit will be provided to her. Once a decision has been made [redacted] will be notified by mail. Regards, RushCard Corporate Customer Service
final credit was issued October 27, 2017.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
June 24,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on June 18, 2015.
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted] complaint contends that RushCard erroneously canceled her son [redacted] RushCard account and need access to his funds. [redacted] also stated
that she faxed in the required documentation for Power of Attorney on June 9,
2015.
We
are unable to release any information on [redacted] account due to third
party privacy laws. A Corporate
Customer Service Specialist contacted [redacted] and advised we have not
received the required legal papers, and to send documentation to the RushCard Corporate
fax number for efficient handling. Once received, documentation will be
reviewed.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
Regards,
[redacted]
October 20,
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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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.
Rush Card Closed my account so they wouldn't have to pay the dispute, Common issue we as consumers face.
[redacted]