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 has stated without explanation, why this reversal of funds was done. It is a debit account therefore I cannot take funds out of an ATM unless my paycheck is deposited. Rush Card advertises depositing your funds up to two days early and I do not/cannot take anything out of the account until they are available. They stated there was a hold on the funds, how? By whom?They have caused others bills to bounce and become in arrears, including a business website for my fiance' where its monthly maintenance fee comes directly out of my account. The website is currently down until I can pay it (which will be double); and causing embarrassment as the website address is on his business cards and now when visited by potential customers; is not there! That looks unprofessional and can potentially cost sales!UniRush's explanation is unacceptable.
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.
These are lies from this company. I have called customer service at least 100 times. I called on 10/20/15 and I was told they had to escalate my situation to their corporate office and they can only contact them through e-mail and it would take 7-10 days for them to respond, this was also after I had been holding the line for 5 hours( I have pictures of the length of time I was on the phone). The agent also stated they could not CC me on the e-mail cause the system doesn't allow it. She then stated that they are STILL updating the system and they did not have a date it would be complete. Rushcard has been giving inaccurate information to the media and the public on this matter and the treatment we CUSTOMERS are receiving is appalling. I was recently interviewed by the [redacted] news and they aired my story for the last two days. I will not stop there I am submitting a letter TODAY to our city officials, I am determined to get this company banned from the state of [redacted] for the unethical treatment. I don't have to tell the Revdex.com you can check the [redacted] page of Rushcard where there you will see thousands of people including myself suffering and Rushcard in not responding to us. We just want what is ours OUR MONEY. It is terrible that this company can actually state these things are repaired and in actuality they know they are not. I am disgusted and offended by this response when in fact they know this is not true. I will share this information with the still 1000's of customers who are still affected by this outrageous issue and I will ask them to send their complaints to the Revdex.com as well. With so many people still affected how is the system up and working? Please explain that? I am tired of going back and forth with no stern answers so I will use my energy in making sure this company is stopped completely my determination is to #endrushcard. Companies like this should not be in business this has affected so many peoples lives and we feel like we have no help. I thank the Revdex.com for attempting to get a response even though they are clearly lying. I appreciate the effort but I will push this as far as possible they should be banned from doing business.
Regards,
[redacted]
August 16th, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint : July 28th, 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 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $256.90. In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his account. On July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] address. To investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted].We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter.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. My account balance is still zero and my card is inactive and my funds are still not there.
Regards,
[redacted]
August 17, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: August 17, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $145.07 are pending on her RushCard account. [redacted] also states that she would like access to her funds to pay her bills. The transaction for [redacted] in the amount of $145.07 is pending on [redacted] RushCard account ending in [redacted]. In order to assist with releasing the transaction amount of $145.07, we will need a Merchant Hold Release letter from the merchant. The merchant hold release letter will need to include the following: the amount of the transaction, authorization code, date and time of the transaction. This information will need to be on the company’s letterhead and can be faxed to RushCard directly at ###-###-####. On August 17,2016 a corporate customer service representative attempted to contact [redacted] to advise of the information. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Although, I suspect the problem will continue for others, I have stopped receiving emails.
Regards,
[redacted]
October 31, 2015VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com®...
(“Revdex.com”) received from [redacted] on October 30, 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 RushCard blocked her account. [redacted] would like for the card status to be reinstated and to have full access to her funds. On October 14, 2016, [redacted] RushCard account ending in 9401 was blocked for credit without and offsetting debit review and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On October 14, 2016, [redacted] begin to submit documentation. On October 31, 2016, a risk representative reviewed the documents and were accepted as valid. A RushCard Customer Service Specialist contacted [redacted] and advised of this information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal.Regards, 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 19, 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 find that this resolution is satisfactory to me.
Regards,
[redacted]
In [redacted] complaint he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted], on four different transactions, posted between October 2nd, 2016 to January 1st, 2017. He claimed he has [redacted] and did not make the charges. On January 16, [redacted] claim was denied due to no error found. The disputed transactions were made on three different cards. [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes Manager. He claimed he never received the cards in the mail. Regards, RushCard Corporate Customer Service
November 25, 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, at
this time, our system is up and running and [redacted] have access to her funds
and account information. On November 7, 2015, a Corporate Customer Service
Specialist contacted [redacted] to assist with her Rush Goals account issue. [redacted]
[redacted] stated that she now has access to her Rush Goals account. Attached to the
complaint response is a screenshot of the funds that were on [redacted] Goals
account that was transferred to her RushCard account. [redacted] available
balance for 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
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 he has not received
his payroll direct deposit of $874.65 to his RushCard account. [redacted] also
stated that he is in need of his funds.
On July 16, 2015, [redacted] contacted RushCard
to check the status of his expected payroll direct deposit and was advised by
Customer Service Representatives that we had not received it. RushCard
apologizes for the inconvenience that [redacted] experienced when trying to contact
our customer service centers. The direct deposit in question was received and
not automatically posted to [redacted]’ account due to invalid account
information. The direct deposit was made available to [redacted]’s account on
July 17, 2015. A RushCard Customer Service Specialist attempted to contact [redacted]
[redacted] to advise him to update his direct deposit ID number and his routing
number with the remitter.
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this has caused.
I greatly appreciate the rapid response from your Revdex.com in Cincinnati. I have by the way recieved my direct deposit rush card services has not satisfied me as a customer. They have been less than average and having me wait almost 7 hours on hold is unacceptable. You the Revdex.com can close this case because im transferring my deposit elswhere these companies have to much money and power close this case im sure I will not get anywhere by following through noone has called me with a reasonable explanation as to how and why this has happened to me.With regards [redacted]
uly 24, 2017 VIA ONLINE SUBMISSION:Revdex.com®1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on July 15, 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 RushCard froze his account. [redacted] states that he has submitted documents and RushCard still has not sent him his funds. [redacted] would like the funds on his RushCard account. Per previous on June 30, 2015 [redacted] account was closed due to a Bank closure. This being the case documentation is required on the account. [redacted] was asked to submit a copy of his Government Issued Identification, proof of address and a copy of his social security card. As of date we have received a copy of [redacted] identification card, social security card and a form of the proof of address. The proof of address submitted was deemed invalid. The acceptable forms of proof of address would be: utility bill, cable bill, phone bill, insurance statement, and a government benefits letter which would indicate the type of benefits you are receiving. All documents will need to be faxed to ###-###-#### or email it to [email protected]. A RushCard corporate customer service specialist attempted to contact [redacted] on July 19, 2017 to advise of this information. If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####). Regards,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. It was stated that someone tried to contact me on 1/9/2018 and that is not true. I have a number that has a voicemail and no one has contacted me about this matter. Again Rush is not telling the truth at all.This matter is still not resolved because I went to the bank on yesterday 1/8/18 and was advised that [redacted] do not have any money from Rush. And [redacted] contacted their corporate office while I was there and nothing was released to them from Rush. [redacted] supplied me with a letter on company letterhead and business card. So Rush can talk directly to them. I then called Rush back after leaving the bank to let them know what was going on and I was advised from Rush to file a dispute! Because they did not have the money [redacted] has the money. So me as a customer since 2004 Rush is no help of trying to figure out where this money went. Especially if the bank is telling you all they do not have it and have talked with Rush and we now have supplied letters.
Regards,
[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and 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/.Additionally, a
$25.00 courtesy credit was issued 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
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am not satisfied with their resolution. I have yet to hear back from them regarding my issues and $20 will not cover the fact that I couldn't pay my bills on time because they kept declining my card even though I have more than enough money to cover the bills I was trying to pay. This is poor customer service at it's best. I would also like my $30 refunded to me for the rush of a card and I would like for them top cover my late fees.
Regards,
[redacted]
October 26, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case
# [redacted] Consumer:
[redacted]To Whom It May Concern:This letter is in response to the
attached complaint, Case No. [redacted], which
the Revdex.com® (“Revdex.com”) received from [redacted], on October 13,
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. 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 Regards,Tyree T.Customer Service Specialist
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 has stated without explanation, why this reversal of funds was done. It is a debit account therefore I cannot take funds out of an ATM unless my paycheck is deposited. Rush Card advertises depositing your funds up to two days early and I do not/cannot take anything out of the account until they are available. They stated there was a hold on the funds, how? By whom?They have caused others bills to bounce and become in arrears, including a business website for my fiance' where its monthly maintenance fee comes directly out of my account. The website is currently down until I can pay it (which will be double); and causing embarrassment as the website address is on his business cards and now when visited by potential customers; is not there! That looks unprofessional and can potentially cost sales!UniRush's explanation is unacceptable.
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.
These are lies from this company. I have called customer service at least 100 times. I called on 10/20/15 and I was told they had to escalate my situation to their corporate office and they can only contact them through e-mail and it would take 7-10 days for them to respond, this was also after I had been holding the line for 5 hours( I have pictures of the length of time I was on the phone). The agent also stated they could not CC me on the e-mail cause the system doesn't allow it. She then stated that they are STILL updating the system and they did not have a date it would be complete. Rushcard has been giving inaccurate information to the media and the public on this matter and the treatment we CUSTOMERS are receiving is appalling. I was recently interviewed by the [redacted] news and they aired my story for the last two days. I will not stop there I am submitting a letter TODAY to our city officials, I am determined to get this company banned from the state of [redacted] for the unethical treatment. I don't have to tell the Revdex.com you can check the [redacted] page of Rushcard where there you will see thousands of people including myself suffering and Rushcard in not responding to us. We just want what is ours OUR MONEY. It is terrible that this company can actually state these things are repaired and in actuality they know they are not. I am disgusted and offended by this response when in fact they know this is not true. I will share this information with the still 1000's of customers who are still affected by this outrageous issue and I will ask them to send their complaints to the Revdex.com as well. With so many people still affected how is the system up and working? Please explain that? I am tired of going back and forth with no stern answers so I will use my energy in making sure this company is stopped completely my determination is to #endrushcard. Companies like this should not be in business this has affected so many peoples lives and we feel like we have no help. I thank the Revdex.com for attempting to get a response even though they are clearly lying. I appreciate the effort but I will push this as far as possible they should be banned from doing business.
Regards,
[redacted]
August 16th, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint : July 28th, 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 13th, 2016, [redacted] reached out to RushCard to file a dispute on an [redacted] transaction, posted on July 08th, 2016, of $256.90. In his dispute [redacted] is requesting credit, he stated he returned the merchandise to [redacted] but never credited his account. On July 14th, UniRush used its resources with [redacted] in an attempt to recover the funds for [redacted]. On July 31st, 2016, [redacted] provided documentation to UniRush showing the merchandise was shipped to [redacted] address. To investigate this further, [redacted] would need to provide the receipt showing the merchandise was returned to [redacted].We appreciate [redacted] feedback regarding this matter and the opportunity this will provide for us to improve upon this letter.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. My account balance is still zero and my card is inactive and my funds are still not there.
Regards,
[redacted]
August 17, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: August 17, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that her funds for $145.07 are pending on her RushCard account. [redacted] also states that she would like access to her funds to pay her bills. The transaction for [redacted] in the amount of $145.07 is pending on [redacted] RushCard account ending in [redacted]. In order to assist with releasing the transaction amount of $145.07, we will need a Merchant Hold Release letter from the merchant. The merchant hold release letter will need to include the following: the amount of the transaction, authorization code, date and time of the transaction. This information will need to be on the company’s letterhead and can be faxed to RushCard directly at ###-###-####. On August 17,2016 a corporate customer service representative attempted to contact [redacted] to advise of the information. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Although, I suspect the problem will continue for others, I have stopped receiving emails.
Regards,
[redacted]
October 31, 2015VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com®...
(“Revdex.com”) received from [redacted] on October 30, 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 RushCard blocked her account. [redacted] would like for the card status to be reinstated and to have full access to her funds. On October 14, 2016, [redacted] RushCard account ending in 9401 was blocked for credit without and offsetting debit review and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On October 14, 2016, [redacted] begin to submit documentation. On October 31, 2016, a risk representative reviewed the documents and were accepted as valid. A RushCard Customer Service Specialist contacted [redacted] and advised of this information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal.Regards, 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 19, 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 find that this resolution is satisfactory to me.
Regards,
[redacted]
In [redacted] complaint he stated his RushCard was used without his authorization. He said he received a letter stating no error occurred. He is requesting for the funds to be returned back into his account. Our records indicate on January 4th, [redacted] contacted RushCard to file an unauthorized dispute totaling $1,527.02 with [redacted], on four different transactions, posted between October 2nd, 2016 to January 1st, 2017. He claimed he has [redacted] and did not make the charges. On January 16, [redacted] claim was denied due to no error found. The disputed transactions were made on three different cards. [redacted] initially told us his cards were in his possession then changed his story when he spoke with our Disputes Manager. He claimed he never received the cards in the mail. Regards, RushCard Corporate Customer Service
November 25, 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, at
this time, our system is up and running and [redacted] have access to her funds
and account information. On November 7, 2015, a Corporate Customer Service
Specialist contacted [redacted] to assist with her Rush Goals account issue. [redacted]
[redacted] stated that she now has access to her Rush Goals account. Attached to the
complaint response is a screenshot of the funds that were on [redacted] Goals
account that was transferred to her RushCard account. [redacted] available
balance for 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
July 22, 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 he has not received
his payroll direct deposit of $874.65 to his RushCard account. [redacted] also
stated that he is in need of his funds.
On July 16, 2015, [redacted] contacted RushCard
to check the status of his expected payroll direct deposit and was advised by
Customer Service Representatives that we had not received it. RushCard
apologizes for the inconvenience that [redacted] experienced when trying to contact
our customer service centers. The direct deposit in question was received and
not automatically posted to [redacted]’ account due to invalid account
information. The direct deposit was made available to [redacted]’s account on
July 17, 2015. A RushCard Customer Service Specialist attempted to contact [redacted]
[redacted] to advise him to update his direct deposit ID number and his routing
number with the remitter.
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this has caused.
Tyree T.
Corporate Customer Service
I greatly appreciate the rapid response from your Revdex.com in Cincinnati. I have by the way recieved my direct deposit rush card services has not satisfied me as a customer. They have been less than average and having me wait almost 7 hours on hold is unacceptable. You the Revdex.com can close this case because im transferring my deposit elswhere these companies have to much money and power close this case im sure I will not get anywhere by following through noone has called me with a reasonable explanation as to how and why this has happened to me.With regards [redacted]
uly 24, 2017 VIA ONLINE SUBMISSION:Revdex.com®1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on July 15, 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 RushCard froze his account. [redacted] states that he has submitted documents and RushCard still has not sent him his funds. [redacted] would like the funds on his RushCard account. Per previous on June 30, 2015 [redacted] account was closed due to a Bank closure. This being the case documentation is required on the account. [redacted] was asked to submit a copy of his Government Issued Identification, proof of address and a copy of his social security card. As of date we have received a copy of [redacted] identification card, social security card and a form of the proof of address. The proof of address submitted was deemed invalid. The acceptable forms of proof of address would be: utility bill, cable bill, phone bill, insurance statement, and a government benefits letter which would indicate the type of benefits you are receiving. All documents will need to be faxed to ###-###-#### or email it to [email protected]. A RushCard corporate customer service specialist attempted to contact [redacted] on July 19, 2017 to advise of this information. If [redacted] has additional questions, he may contact RushCard customer service at 1-866-RUSHCARD (###-###-####). Regards,Corporate Customer Service
We have no new information to provide. Customer can FAX her documents to our corporate office at ###-###-####. Thank you.
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. It was stated that someone tried to contact me on 1/9/2018 and that is not true. I have a number that has a voicemail and no one has contacted me about this matter. Again Rush is not telling the truth at all.This matter is still not resolved because I went to the bank on yesterday 1/8/18 and was advised that [redacted] do not have any money from Rush. And [redacted] contacted their corporate office while I was there and nothing was released to them from Rush. [redacted] supplied me with a letter on company letterhead and business card. So Rush can talk directly to them. I then called Rush back after leaving the bank to let them know what was going on and I was advised from Rush to file a dispute! Because they did not have the money [redacted] has the money. So me as a customer since 2004 Rush is no help of trying to figure out where this money went. Especially if the bank is telling you all they do not have it and have talked with Rush and we now have supplied letters.
Regards,
[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and 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/.Additionally, a
$25.00 courtesy credit was issued 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
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am not satisfied with their resolution. I have yet to hear back from them regarding my issues and $20 will not cover the fact that I couldn't pay my bills on time because they kept declining my card even though I have more than enough money to cover the bills I was trying to pay. This is poor customer service at it's best. I would also like my $30 refunded to me for the rush of a card and I would like for them top cover my late fees.
Regards,
[redacted]
October 26, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case
# [redacted] Consumer:
[redacted]To Whom It May Concern:This letter is in response to the
attached complaint, Case No. [redacted], which
the Revdex.com® (“Revdex.com”) received from [redacted], on October 13,
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. 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 Regards,Tyree T.Customer Service Specialist