May 16, 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, Complaint No. 11, which the Revdex.com® (“Revdex.com”) received from [redacted], on May, 2016. 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 her card was blocked without her request and she did not have access to her funds. [redacted] also states that RushCard needs to resolve her original request. On May 16, 2016, a RushCard corporate customer service specialist contacted [redacted] to explain that the RushCard Unlimited plan was for transactions and not for ATM withdrawals. [redacted] was advised that out of network ATM fees will be charged if a [redacted] location is not used. [redacted] also indicated that her card was blocked without her permission. We explained that when a report of unauthorized charges are made, per our RushCard policy the card has to be replaced. RushCard considers this matter closed. We appreciate [redacted] feedback. 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.
[As I have already advised. I had $460.00 in one rush goal account and $700.00 in another rush goal account. You have only been able to provide info that the $460.00 transferred over to my card. I have provided screenshots that your system showed the $700.00 transferred and my card balance does NOT reflect this. Nor able are you able to show that it transferred successfully. I will continue to push this issue until you have credited my $700.00 back to my rush goal account.
Regards,
[redacted]
I have advised the consumer multiple times of the same information and screenshots of the correct balance that is available on her Rush Goal’s account. At the time of the conversion it gave some of our cardholders the incorrect balance, which she spoke to a customer service specialist from our Corporate office that advised her of this information. The consumer spent all her funds that was in her goals account by processing card to card transfers and want another $700 to be applied to her account because she is referring to the incorrect amount at the time of the conversion. The available balance that is on her account is the correct amount. Thank you, UniRush, LLC Tyree T., Customer Service Specialist
August 2, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 26, 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 reversed a transaction that was unauthorized. [redacted] also states that he would like the funds credited back to his account. Per the previous response RushCard records indicate that the pending transaction from [redacted] in the amount of $20.57 was released on July 25, 2017. The merchant did settle for $14.61 which was posted on July 21, 2017. If this amount is incorrect or not authorized a dispute must be filed. A dispute must be filed if this is a transaction you do not agree with. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
March 3, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 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 March 2, 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 $65.00 cash load onto her RushCard account on February 22, 2017 via [redacted]. [redacted] also states that she has not received her funds. [redacted] would like for the cash load to be credited to her RushCard account. On March 2, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise that her cash load for $65.00 was credited to her account on February 22, 2017. [redacted] was also educated on the transactions on her account regarding her debits and credits. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 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
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 16, 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 his direct deposit
was late in posting to his RushCard account.
[redacted]’ direct deposit was received and posted
to his account on 7/30/2015 with the effective date of 7/31/2015. There was a slight delay with posting direct deposits on July 30, 2015, but that issue was resolved. [redacted]
received his direct deposit one day early then the actual deposit is due to
post. If [redacted] would like to receive his direct deposit sooner, he will
need to contact the remitter.
Revdex.com
Attn: Tina Geers
7 W Seventh St, Suite 1600
Cincinnati, Ohio 45202
RE: Case [redacted]
April 10, 2015
We received [redacted] complaint regarding the unauthorized
transaction and the level of...
customer service received. RushCard logs all customer contact and
activity associated with financial cards.
I have reviewed [redacted] account and I do see that
[redacted] contacted out customer service department on 3/31/2015 to alert us
of an unauthorized card to card transfer that was completed on 3/27/2015. The
agent did not follow the correct process of transferring [redacted] to the
dispute team to start the investigation of this transaction. Instead, the agent
informed [redacted] that she would send the information over to corporate to
reverse the card to card transfer and blocked [redacted] recently issued
card.
Since no dispute was filed for the card to card
transfer, a member of our corporate office team reached out to [redacted] and was
informed that he authorized the transfer, and the card was unblocked on
4/9/2015. I sincerely apologize for any inconvenience this has caused Mr.
Carter. We have requested all calls that occurred on [redacted] account be pulled
so proper coaching and disciplinary action can be completed.
We appreciate [redacted] feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: December 7, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are proactively
reaching out to our customers who were impacted by the outage and confirming
that their cards are working properly.
In addition, as a Thank You to our cardholders for sticking with us, we
have announced a Fee Holiday beginning November 1, 2015 and continuing through
February 29, 2016. For more details,
please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 24,
2015, [redacted] attempted to process a card to card transfer in the amount of
$101.29. [redacted] contacted RushCard customer service and was advised that a
request to transfer the funds will be escalated. On December 7, 2015, a card to
card transfer was process to [redacted] card ending in [redacted]. A $25.00
courtesy credit was applied to [redacted] RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 24, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 19, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her issue was not resolved. [redacted] is requesting compensation since she has been a loyal customer since 2006. The calls were reviewed and did not indicate that [redacted] was given the incorrect timeframe for expedited card delivery. Therefore, no compensation is due. On 1/25/18, a corporate resolution specialist attempted to contact [redacted] to advise her of this information. A detailed message was left regarding this. We appreciate [redacted] feedback. Corporate Customer Service
May 4, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: May 3, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has not received her $30.00 credit from referring her friend. [redacted] states that her friend made a deposit to the account, but still no credit. [redacted] is requesting the $30 be applied to her account she is owed. Per the RushCard records the friend that was referred did not meet the qualifications, the referral code that was entered was entered incorrectly. However, after review on May 4, 2017 a $30 credit was applied to [redacted] RushCard account and the friend that was referred as a courtesy. On May 4, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her of this information. We appreciate [redacted] feedback. 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. I still cannot use my account. I have called a few more times since I've filed the complaint and have gotten nothing. I cannot activate my card, cannot do my bill pay and was falling behind in bills.
Regards,
[redacted]
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 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
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 [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. 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/. There is no records
showing [redacted] is missing funds from is 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
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
May 4, 2015
We received [redacted] complaint regarding access to her
funds and her blocked card. RushCard logs all customer contact and activity
associated with financial...
cards.
On 4/23/2015 [redacted] card was blocked due to failed
additional security verification. In the
event verification cannot be completed we block the card per policy and
procedure and we then ask our member’s to send in additional documents that can
validate the identity and address of the member. We asked [redacted] to supply
us with a copy of her social security card, DL’s/ state ID and proof of address
dated within the last 30 days. I’ve listed acceptable forms to be validated.
VALID PROOF OF ADDRESS
Utility bill (gas, electric, water,
etc.)
Phone bill
Paycheck stub
Benefits letter (child support, food
stamps/assistance)
Insurance bill (car, house/renters)
Once we receive the proper
documents that has been requested, they will be reviewed and a bill payment check
will be issued for the remaining funds and the account will be closed as
requested by [redacted].
We
appreciate [redacted] feedback. These types of issues go directly against
our mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
Regards,
[redacted]
Customer Service Specialist
November 19, 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. Per Response, 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. A refund credit in the amount of $111.20 was
issued to [redacted] RushCard account by the merchant on November 2, 2015.
Additionally, RushCard issued a $25.00 courtesy credit to [redacted]’ RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
August 16th , 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: July 19th, 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. On July 3rd, [redacted] contacted UniRush to dispute a transaction from [redacted] amounting to $1400.00. [redacted] stated she is not satisfied with the service she received from [redacted] said the training she paid for was not good and would like her funds back. On August 05th, 2016, [redacted] claim was denied. UniRush used resources through [redacted] in an attempt to recover the funds for [redacted]. The merchant, [redacted], provided documents to UniRush, it states [redacted], a student of theirs completed the course and because she did, she was able to obtain her certificate of completion. [redacted] is encouraged to contact RushCard customer service at [redacted] (###-###-####) in the future for any concerns regarding her RushCard account. 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. I signed and sent back the form when I recieved it. So there is no way that's when they recieved it this company is full of crap and I am tired of them holding up my money. It is their faults as to why I didn't recieve my money to begin with and this issue should have been fixed along time ago but this company is unprofessional and just keeps giving their customers the run around and they think it's ok because it's not their money getting messed over. This is NOT right.
Regards,
[redacted]
Customer called checking status, said she just talked to the business a few minutes ago and they were having difficulties locating the information that she had sent to them. Wanted to make sure this was in our files and fowarded to the business.
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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
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.
LISTEN I AM ABOUT 5 STEPS FROM GETTING MY LAWYER REGARDING THIS MATTER. IT IS ALMOST 2 MONTHS SINCE THIS HAS HAPPEN AND AS OF 7/1/15 I HAVE YET TO RECEIVE MY MONEY. THERE IS NO EXCUSE AS TO WHY THIS MATTER IS UNDER INVESTIGESTION. I HAVE NO CHOICE BUT TO SEEK OTHER ACTIONS.
Regards,
[redacted]
May 16, 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, Complaint No. 11, which the Revdex.com® (“Revdex.com”) received from [redacted], on May, 2016. 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 her card was blocked without her request and she did not have access to her funds. [redacted] also states that RushCard needs to resolve her original request. On May 16, 2016, a RushCard corporate customer service specialist contacted [redacted] to explain that the RushCard Unlimited plan was for transactions and not for ATM withdrawals. [redacted] was advised that out of network ATM fees will be charged if a [redacted] location is not used. [redacted] also indicated that her card was blocked without her permission. We explained that when a report of unauthorized charges are made, per our RushCard policy the card has to be replaced. RushCard considers this matter closed. We appreciate [redacted] feedback. 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.
[As I have already advised. I had $460.00 in one rush goal account and $700.00 in another rush goal account. You have only been able to provide info that the $460.00 transferred over to my card. I have provided screenshots that your system showed the $700.00 transferred and my card balance does NOT reflect this. Nor able are you able to show that it transferred successfully. I will continue to push this issue until you have credited my $700.00 back to my rush goal account.
Regards,
[redacted]
I have advised the consumer multiple times of the same information and screenshots of the correct balance that is available on her Rush Goal’s account. At the time of the conversion it gave some of our cardholders the incorrect balance, which she spoke to a customer service specialist from our Corporate office that advised her of this information. The consumer spent all her funds that was in her goals account by processing card to card transfers and want another $700 to be applied to her account because she is referring to the incorrect amount at the time of the conversion. The available balance that is on her account is the correct amount. Thank you, UniRush, LLC Tyree T., Customer Service Specialist
August 2, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 26, 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 reversed a transaction that was unauthorized. [redacted] also states that he would like the funds credited back to his account. Per the previous response RushCard records indicate that the pending transaction from [redacted] in the amount of $20.57 was released on July 25, 2017. The merchant did settle for $14.61 which was posted on July 21, 2017. If this amount is incorrect or not authorized a dispute must be filed. A dispute must be filed if this is a transaction you do not agree with. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
March 3, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 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 March 2, 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 $65.00 cash load onto her RushCard account on February 22, 2017 via [redacted]. [redacted] also states that she has not received her funds. [redacted] would like for the cash load to be credited to her RushCard account. On March 2, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise that her cash load for $65.00 was credited to her account on February 22, 2017. [redacted] was also educated on the transactions on her account regarding her debits and credits. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 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
August 13, 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 16, 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 his direct deposit
was late in posting to his RushCard account.
[redacted]’ direct deposit was received and posted
to his account on 7/30/2015 with the effective date of 7/31/2015. There was a slight delay with posting direct deposits on July 30, 2015, but that issue was resolved. [redacted]
received his direct deposit one day early then the actual deposit is due to
post. If [redacted] would like to receive his direct deposit sooner, he will
need to contact the remitter.
We appreciate [redacted]’
feedback.
Tyree T.
Corporate Customer Service
Revdex.com
Attn: Tina Geers
7 W Seventh St, Suite 1600
Cincinnati, Ohio 45202
RE: Case [redacted]
April 10, 2015
We received [redacted] complaint regarding the unauthorized
transaction and the level of...
customer service received. RushCard logs all customer contact and
activity associated with financial cards.
I have reviewed [redacted] account and I do see that
[redacted] contacted out customer service department on 3/31/2015 to alert us
of an unauthorized card to card transfer that was completed on 3/27/2015. The
agent did not follow the correct process of transferring [redacted] to the
dispute team to start the investigation of this transaction. Instead, the agent
informed [redacted] that she would send the information over to corporate to
reverse the card to card transfer and blocked [redacted] recently issued
card.
Since no dispute was filed for the card to card
transfer, a member of our corporate office team reached out to [redacted] and was
informed that he authorized the transfer, and the card was unblocked on
4/9/2015. I sincerely apologize for any inconvenience this has caused Mr.
Carter. We have requested all calls that occurred on [redacted] account be pulled
so proper coaching and disciplinary action can be completed.
We appreciate [redacted] feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
Regards,
[redacted]
Customer Service Specialist
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: December 7, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are proactively
reaching out to our customers who were impacted by the outage and confirming
that their cards are working properly.
In addition, as a Thank You to our cardholders for sticking with us, we
have announced a Fee Holiday beginning November 1, 2015 and continuing through
February 29, 2016. For more details,
please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 24,
2015, [redacted] attempted to process a card to card transfer in the amount of
$101.29. [redacted] contacted RushCard customer service and was advised that a
request to transfer the funds will be escalated. On December 7, 2015, a card to
card transfer was process to [redacted] card ending in [redacted]. A $25.00
courtesy credit was applied to [redacted] RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 24, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 19, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her issue was not resolved. [redacted] is requesting compensation since she has been a loyal customer since 2006. The calls were reviewed and did not indicate that [redacted] was given the incorrect timeframe for expedited card delivery. Therefore, no compensation is due. On 1/25/18, a corporate resolution specialist attempted to contact [redacted] to advise her of this information. A detailed message was left regarding this. We appreciate [redacted] feedback. Corporate Customer Service
May 4, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: May 3, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has not received her $30.00 credit from referring her friend. [redacted] states that her friend made a deposit to the account, but still no credit. [redacted] is requesting the $30 be applied to her account she is owed. Per the RushCard records the friend that was referred did not meet the qualifications, the referral code that was entered was entered incorrectly. However, after review on May 4, 2017 a $30 credit was applied to [redacted] RushCard account and the friend that was referred as a courtesy. On May 4, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her of this information. We appreciate [redacted] feedback. 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. I still cannot use my account. I have called a few more times since I've filed the complaint and have gotten nothing. I cannot activate my card, cannot do my bill pay and was falling behind in bills.
Regards,
[redacted]
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 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
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 [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. 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/. There is no records
showing [redacted] is missing funds from is 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
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
May 4, 2015
We received [redacted] complaint regarding access to her
funds and her blocked card. RushCard logs all customer contact and activity
associated with financial...
cards.
On 4/23/2015 [redacted] card was blocked due to failed
additional security verification. In the
event verification cannot be completed we block the card per policy and
procedure and we then ask our member’s to send in additional documents that can
validate the identity and address of the member. We asked [redacted] to supply
us with a copy of her social security card, DL’s/ state ID and proof of address
dated within the last 30 days. I’ve listed acceptable forms to be validated.
VALID PROOF OF ADDRESS
Utility bill (gas, electric, water,
etc.)
Phone bill
Paycheck stub
Benefits letter (child support, food
stamps/assistance)
Insurance bill (car, house/renters)
Once we receive the proper
documents that has been requested, they will be reviewed and a bill payment check
will be issued for the remaining funds and the account will be closed as
requested by [redacted].
We
appreciate [redacted] feedback. These types of issues go directly against
our mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
Regards,
[redacted]
Customer Service Specialist
November 19, 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. Per Response, 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. A refund credit in the amount of $111.20 was
issued to [redacted] RushCard account by the merchant on November 2, 2015.
Additionally, RushCard issued a $25.00 courtesy credit to [redacted]’ RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
August 16th , 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: July 19th, 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. On July 3rd, [redacted] contacted UniRush to dispute a transaction from [redacted] amounting to $1400.00. [redacted] stated she is not satisfied with the service she received from [redacted] said the training she paid for was not good and would like her funds back. On August 05th, 2016, [redacted] claim was denied. UniRush used resources through [redacted] in an attempt to recover the funds for [redacted]. The merchant, [redacted], provided documents to UniRush, it states [redacted], a student of theirs completed the course and because she did, she was able to obtain her certificate of completion. [redacted] is encouraged to contact RushCard customer service at [redacted] (###-###-####) in the future for any concerns regarding her RushCard account. 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. I signed and sent back the form when I recieved it. So there is no way that's when they recieved it this company is full of crap and I am tired of them holding up my money. It is their faults as to why I didn't recieve my money to begin with and this issue should have been fixed along time ago but this company is unprofessional and just keeps giving their customers the run around and they think it's ok because it's not their money getting messed over. This is NOT right.
Regards,
[redacted]
Customer called checking status, said she just talked to the business a few minutes ago and they were having difficulties locating the information that she had sent to them. Wanted to make sure this was in our files and fowarded to the business.
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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
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.
LISTEN I AM ABOUT 5 STEPS FROM GETTING MY LAWYER REGARDING THIS MATTER. IT IS ALMOST 2 MONTHS SINCE THIS HAS HAPPEN AND AS OF 7/1/15 I HAVE YET TO RECEIVE MY MONEY. THERE IS NO EXCUSE AS TO WHY THIS MATTER IS UNDER INVESTIGESTION. I HAVE NO CHOICE BUT TO SEEK OTHER ACTIONS.
Regards,
[redacted]