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'm still not able to get through to customer service it hangs up this is 2 weeks later after the fact and also my direct deposit is not in today. It appears they are still having IVR and processing issues.
Regards,
[redacted]
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 June 29th, 2016, [redacted] contacted UniRush to file a dispute of $303.00. [redacted] said she noticed an ATM withdraw out her RushCard account in [redacted] while she was in [redacted], **, her card in her possession. [redacted] filed a police Report and sent in over to UniRush. On July 20th, 2016, we concluded an error occurred; RushCard issued a credit of $303.00 to [redacted] RushCard account. 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,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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
December 12, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] Complaint Date: December 4, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she contacted RushCard customer service to order a replacement card and the agent advised her she needed documents since they were changing their address and ordering a replacement card. [redacted] indicated we were holding her funds because an agent advised them that the proof of address was invalid. [redacted] would like a replacement card sent over night. On December 1, 2017 RushCard’s records indicate RushCard received the requested documents, and [redacted] was advised the proof of address was invalid. In reviewing the document’s, the proof of address was valid. On December 7, 2017 a RushCard representative issued a replacement card and waived the $30 expedite fee and the $4.95 replacement card fee. On December 12, 2017 a RushCard corporate resolution specialist attempted to call [redacted]. A detailed message was left advising [redacted] of this, and apologize for the misinformation she received, and if she has any other questions or concerns regarding this matter to please let us know. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
March 2, 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 states that he has not received his replacement card that was processed on February 8, 2017. [redacted] states he was given the option for [redacted] which he was told he would have to pay the $30.00 fee. [redacted] would like [redacted] sent to him and waive all fees. On February 8, 2017 [redacted] requested a replacement card due to his card being reported as stolen. The RushCard was processed and mailed to [redacted]. The RushCard was sent to the address on file of [redacted] and the timeframe to receive the card was explained to [redacted] as 5-7 business days. On February 15, 2017 [redacted] contacted RushCard customer service and stated he did not receive his card replacement. The funds on [redacted] account were issued via [redacted] on February 16, 2017. On March 2,2017, a corporate customer service specialist contacted [redacted] to discuss the information on his account. In addition, [redacted] was issued for the remaining funds on [redacted] account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. 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. back in nov I notice charges coming out of my account I called the bank rushcard the told me I needed to fill out a form to get my money back on jan4th 2016 I filled out a form and faxed it in they said 60 days to get my money back my social security check has been being stolen right frtom rushcard after 90 days no money back they said I have to fill out a form for all the transaction not just one form then they never cancalled my card either so from jan4th 2016 till march 28th 2016 another 1877.00 was removed from my account they are telling me I need to fill out 2009 forms and have them wittness and fax them each back in there no way I can do this it will cost me over 8000 to do this and now they are not willing to give me my money back on the fiorst claim because the time ran out and they also closed my account and said no claim can now be filed because the account is been closed on april 4th 2016 after calling in and talking with someone yesterday they closed my account after being with this bank for 0ver 6 years they just up and closed the account with no warning and then left me hanging with no money Desired Outcome: full refund plus 1000.00 extra for all the phone calls with the hang ups headace and not following there own rules of 60 days making me wait for more then 90 days if not ill file a law suit
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am contac[redacted]g the person who made the purchase for receipts etc. How can someone pay for $500 for a card and there's no monies available from the card that they purchased? Please explain. Why did the the [redacted] system accept the [redacted] # requests my identification and then tells me that someone will contact me in 48 hours. This makes absolutely no sense.
Regards,
[redacted]
May 10, 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 May 10, 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 he has submitted documents and RushCard still has not sent him his funds. [redacted] would like the funds on his RushCard account. On April 19, 2017 [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 release papers. As of date we have received a copy of [redacted] identification 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. A RushCard corporate customer service specialist attempted to contact [redacted] on May 11, 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
October 27, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
Complaint date: October 20, 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 states that he provided his friends with his referral code for the promotional Refer a Friend and has yet to receive his promotional credit of $30.00. [redacted] is requesting his credits for the Refer a Friend promotion. After review of [redacted] RushCard account, it was determined that he did qualify for the Refer a Friend payout. Per the RushCard records [redacted] account indicates that the Refer a Friend promotion was paid in the amounts of $30.00 on the dates of: 10/1, 10/11 and 10/24 and further dates in September. If [redacted] believes additional credits are due to him, the customers he has referred will need to contact RushCard for further review of their accounts. On October 25, 2017 a corporate resolutions specialist attempted to contact [redacted] to advise him of this information. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 18, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 16, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account. [redacted] also states that the cash load was not credited to her account. [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load. Per previous response on November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. RushCard is not showing a declined transaction from [redacted]. Since we have not received the cash load [redacted] will need to revert back to the vendor ([redacted]) and file a claim regarding the missing load. On November 16, 2016 a RushCard corporate specialist contacted [redacted] to advise her of this information and provided her with the customer service number to contact the vendor. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
I spoke with an agent a rushcard today and they claim that they have sent me another card to [redacted] on the 10 th of march and it should arrive on the 20th of march....But I have been hearing this for almost 5 weeks now.
number: [redacted] Complaint date: October 29, 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. In [redacted] complaint he states, he disputed unauthorized transactions; however, his dispute was denied. He is requesting a refund. Our records indicate on October 6, 2017, [redacted] disputed unauthorized transactions with [redacted]. He claimed his card was in his possession and his pin written on the back of his card. On October 23, 2017, [redacted] dispute was denied due to pattern of use. Regards, RushCard Corporate Customer Service
They haven't provided any status on my rush settlement and no emails. I would like only written communication from them explaining my rush settlement disbursement.
Date Sent: 4/15/2016
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case
#[redacted]
Consumer: [redacted])
To Whom It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted]) on April 7, 2016. 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.
Per previous responses, on March 10, 2016 RushCard assisted
[redacted] by having her funds transferred as requested. [redacted]
requested an account closure, and her funds were sent to her by check.
Both accounts were closed and the funds were mailed via check. [redacted] has indicated
that she has yet to receive the check. We have placed a stop payment on the
check and have made an outreach to [redacted] to process a Money Gram transfer
for the remaining funds on her account. We are waiting for [redacted] call
back to provide instructions on how to claim her funds at any Money Gram
location in the state of Georgia.
We appreciate [redacted] feedback and look forward
to speaking with [redacted] to resolve this matter.
number: [redacted] Complaint date: September 14, 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. In [redacted] complaint, she states she disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted] claim was denied due to pattern of use. Regards, RushCard Corporate Customer Service
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted]
on October 12, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted]’s
complaint states that RushCard held his funds from a gas station transaction.
[redacted] also stated that the representatives were very disrespectful when contacting
the RushCard call center and advised that proper verification needs to be
validated.
On October 8, 2015, a gas hold transaction for the amount of
$33.93 was made on [redacted]’s account. [redacted] contacted RushCard customer
service to advise that the transaction was canceled and needed to be released.
[redacted] was advised by the representative that the gas hold is unable to be
released sooner than the expiration date, October 18, 2015. Per RushCard
Cardholder Agreement, when the card is used at an
automated fuel dispenser ("pay at the pump"), the merchant may
preauthorize the transaction amount (place a hold) on the account. If you use your Card at a restaurant, a hotel, for a car
rental purchase, or for similar purchases, the merchant or we may preauthorize
the transaction amount for the purchase amount. These merchants must settle
first and then the transaction can be released. [redacted] received his funds on
the expiration date, October 18, 2015. We sincerely apologize that [redacted]
received poor customer service, we will be sure to review all calls that are associated
to the account and provide any coaching, if necessary.
We appreciate [redacted] feedback
and once again we sincerely
apologize for the inconvenience this matter has caused.
Tyree T.
Corporate Customer Service
April 10, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Complaint Number: [redacted] Consumer Name: [redacted]...
[redacted] Complaint Received: April 8, 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states on March 4, 2017, [redacted] had done a Transaction with Walmart for 840.70 and there were two charges on their account and they were supposed to have been credited back one of the charges. [redacted] is upset about the double charge and not seeing the return of the second amount of 840.70 back to the account. Upon review of the Statement balance we found that the double charge was the account form Walmart and we also found the return request form Walmart as well. Although we understand the difficulty [redacted] may of experienced. When a merchant does a return transaction to a bank it may take 7-10 business days for the return to be received and credited back to the account. We show on the monthly statement that we have included that Walmart sent the return and the date that it occurred so we could credit the account back on the date they processed the return. We appreciate this feedback and sincerely regret any service issues and inconvenience [redacted] experienced. Our goal is to provide financial convenience supported by reliable customer service. Sincerely, 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. Yes I was told that I can still use the old card until the new one arrived. On August 12, I DID NOT contact Rush Card about a damaged card. If the card was damaged how can they still advise me to use it? That's contradicting within itself! I contacted Rush Card and sent the necessary documents to change my name due to my name changing due to marriage! Please do not put false statements about the situation online. Also, my card was not deactivated in error because your Supervisor for Rush Card said that it's Rush Card's policy to deactivate the card when a new one has been ordered. Again an untrue statement on your behalf. The issue still hasn't been corrected. I talked to another supervisor yesterday or the day before. He stated that the system is still recognizing my old card because the numbers are still the same. Therefore, he sent another card with different numbers so that I may activate it with no issues. I still haven't received it. Please, if information is going to be reported please make sure it's accurate.My card declined when your company sent a text saying that my funds were available and they weren't. I get to the store and get embarrassed because of an error with Rush Card. Even if I didn't qualify for the $30 credit for the referral program, I still haven't received the $20 credit. So the amount is really irrelevant since I've received nothing!I will never recommend Rush Card to anyone again. I have had nothing but issues with Rush Card since June. Then I see this response with a lot of untruths definately did not help the situation.Regards,
[redacted]
December 1, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 24, 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. [redacted]’ complaint contends that he would like to be refunded for $116.85 for
multiple transactions that were made on his RushCard account. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. At this time, our system is up and running and Mr.
[redacted] has access to his funds and account information. On November 12, 2015,
multiple unauthorized transactions were made [redacted] RushCard account. All
of the transactions settled to [redacted] account. [redacted] will need to
contact the merchant to receive a refund. If [redacted] is unable to resolve
the issue with the merchant, he can file a dispute regarding the transactions.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'm still not able to get through to customer service it hangs up this is 2 weeks later after the fact and also my direct deposit is not in today. It appears they are still having IVR and processing issues.
Regards,
[redacted]
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 June 29th, 2016, [redacted] contacted UniRush to file a dispute of $303.00. [redacted] said she noticed an ATM withdraw out her RushCard account in [redacted] while she was in [redacted], **, her card in her possession. [redacted] filed a police Report and sent in over to UniRush. On July 20th, 2016, we concluded an error occurred; RushCard issued a credit of $303.00 to [redacted] RushCard account. 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,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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
December 12, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] Complaint Date: December 4, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she contacted RushCard customer service to order a replacement card and the agent advised her she needed documents since they were changing their address and ordering a replacement card. [redacted] indicated we were holding her funds because an agent advised them that the proof of address was invalid. [redacted] would like a replacement card sent over night. On December 1, 2017 RushCard’s records indicate RushCard received the requested documents, and [redacted] was advised the proof of address was invalid. In reviewing the document’s, the proof of address was valid. On December 7, 2017 a RushCard representative issued a replacement card and waived the $30 expedite fee and the $4.95 replacement card fee. On December 12, 2017 a RushCard corporate resolution specialist attempted to call [redacted]. A detailed message was left advising [redacted] of this, and apologize for the misinformation she received, and if she has any other questions or concerns regarding this matter to please let us know. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
March 2, 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 states that he has not received his replacement card that was processed on February 8, 2017. [redacted] states he was given the option for [redacted] which he was told he would have to pay the $30.00 fee. [redacted] would like [redacted] sent to him and waive all fees. On February 8, 2017 [redacted] requested a replacement card due to his card being reported as stolen. The RushCard was processed and mailed to [redacted]. The RushCard was sent to the address on file of [redacted] and the timeframe to receive the card was explained to [redacted] as 5-7 business days. On February 15, 2017 [redacted] contacted RushCard customer service and stated he did not receive his card replacement. The funds on [redacted] account were issued via [redacted] on February 16, 2017. On March 2,2017, a corporate customer service specialist contacted [redacted] to discuss the information on his account. In addition, [redacted] was issued for the remaining funds on [redacted] account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. 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. back in nov I notice charges coming out of my account I called the bank rushcard the told me I needed to fill out a form to get my money back on jan4th 2016 I filled out a form and faxed it in they said 60 days to get my money back my social security check has been being stolen right frtom rushcard after 90 days no money back they said I have to fill out a form for all the transaction not just one form then they never cancalled my card either so from jan4th 2016 till march 28th 2016 another 1877.00 was removed from my account they are telling me I need to fill out 2009 forms and have them wittness and fax them each back in there no way I can do this it will cost me over 8000 to do this and now they are not willing to give me my money back on the fiorst claim because the time ran out and they also closed my account and said no claim can now be filed because the account is been closed on april 4th 2016 after calling in and talking with someone yesterday they closed my account after being with this bank for 0ver 6 years they just up and closed the account with no warning and then left me hanging with no money Desired Outcome: full refund plus 1000.00 extra for all the phone calls with the hang ups headace and not following there own rules of 60 days making me wait for more then 90 days if not ill file a law suit
Regards,
[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I am contac[redacted]g the person who made the purchase for receipts etc. How can someone pay for $500 for a card and there's no monies available from the card that they purchased? Please explain. Why did the the [redacted] system accept the [redacted] # requests my identification and then tells me that someone will contact me in 48 hours. This makes absolutely no sense.
Regards,
[redacted]
May 10, 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 May 10, 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 he has submitted documents and RushCard still has not sent him his funds. [redacted] would like the funds on his RushCard account. On April 19, 2017 [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 release papers. As of date we have received a copy of [redacted] identification 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. A RushCard corporate customer service specialist attempted to contact [redacted] on May 11, 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
October 27, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
Complaint date: October 20, 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 states that he provided his friends with his referral code for the promotional Refer a Friend and has yet to receive his promotional credit of $30.00. [redacted] is requesting his credits for the Refer a Friend promotion. After review of [redacted] RushCard account, it was determined that he did qualify for the Refer a Friend payout. Per the RushCard records [redacted] account indicates that the Refer a Friend promotion was paid in the amounts of $30.00 on the dates of: 10/1, 10/11 and 10/24 and further dates in September. If [redacted] believes additional credits are due to him, the customers he has referred will need to contact RushCard for further review of their accounts. On October 25, 2017 a corporate resolutions specialist attempted to contact [redacted] to advise him of this information. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 18, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 16, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that on November 10, 2016 she attempted to load cash of $56.26 via [redacted] onto her RushCard account. [redacted] also states that the cash load was not credited to her account. [redacted] would like her funds to be credited for the cash load totaling $60, which includes the $3.74 that the vendor charged to process the cash load. Per previous response on November 10, 2016 [redacted] contacted RushCard customer service regarding a missing cash load of $56.26. Upon researching this, it was determined that the cash load was never received on RushCard’s end. RushCard is not showing a declined transaction from [redacted]. Since we have not received the cash load [redacted] will need to revert back to the vendor ([redacted]) and file a claim regarding the missing load. On November 16, 2016 a RushCard corporate specialist contacted [redacted] to advise her of this information and provided her with the customer service number to contact the vendor. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
I spoke with an agent a rushcard today and they claim that they have sent me another card to [redacted] on the 10 th of march and it should arrive on the 20th of march....But I have been hearing this for almost 5 weeks now.
Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: October 29, 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. In [redacted] complaint he states, he disputed unauthorized transactions; however, his dispute was denied. He is requesting a refund. Our records indicate on October 6, 2017, [redacted] disputed unauthorized transactions with [redacted]. He claimed his card was in his possession and his pin written on the back of his card. On October 23, 2017, [redacted] dispute was denied due to pattern of use. Regards, RushCard Corporate Customer Service
They haven't provided any status on my rush settlement and no emails. I would like only written communication from them explaining my rush settlement disbursement.
Date Sent: 4/15/2016
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case
#[redacted]
Consumer: [redacted])
To Whom It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted]) on April 7, 2016. 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.
Per previous responses, on March 10, 2016 RushCard assisted
[redacted] by having her funds transferred as requested. [redacted]
requested an account closure, and her funds were sent to her by check.
Both accounts were closed and the funds were mailed via check. [redacted] has indicated
that she has yet to receive the check. We have placed a stop payment on the
check and have made an outreach to [redacted] to process a Money Gram transfer
for the remaining funds on her account. We are waiting for [redacted] call
back to provide instructions on how to claim her funds at any Money Gram
location in the state of Georgia.
We appreciate [redacted] feedback and look forward
to speaking with [redacted] to resolve this matter.
RushCard Corporate Customer Service
Re: Consumer: [redacted] Complaint...
number: [redacted] Complaint date: September 14, 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. In [redacted] complaint, she states she disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted] claim was denied due to pattern of use. Regards, RushCard Corporate Customer Service
October 19, 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 October 12, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted]’s
complaint states that RushCard held his funds from a gas station transaction.
[redacted] also stated that the representatives were very disrespectful when contacting
the RushCard call center and advised that proper verification needs to be
validated.
On October 8, 2015, a gas hold transaction for the amount of
$33.93 was made on [redacted]’s account. [redacted] contacted RushCard customer
service to advise that the transaction was canceled and needed to be released.
[redacted] was advised by the representative that the gas hold is unable to be
released sooner than the expiration date, October 18, 2015. Per RushCard
Cardholder Agreement, when the card is used at an
automated fuel dispenser ("pay at the pump"), the merchant may
preauthorize the transaction amount (place a hold) on the account. If you use your Card at a restaurant, a hotel, for a car
rental purchase, or for similar purchases, the merchant or we may preauthorize
the transaction amount for the purchase amount. These merchants must settle
first and then the transaction can be released. [redacted] received his funds on
the expiration date, October 18, 2015. We sincerely apologize that [redacted]
received poor customer service, we will be sure to review all calls that are associated
to the account and provide any coaching, if necessary.
We appreciate [redacted] feedback
and once again we sincerely
apologize for the inconvenience this matter has caused.
Tyree T.
Corporate Customer Service
April 10, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Complaint Number: [redacted] Consumer Name: [redacted]...
[redacted] Complaint Received: April 8, 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states on March 4, 2017, [redacted] had done a Transaction with Walmart for 840.70 and there were two charges on their account and they were supposed to have been credited back one of the charges. [redacted] is upset about the double charge and not seeing the return of the second amount of 840.70 back to the account. Upon review of the Statement balance we found that the double charge was the account form Walmart and we also found the return request form Walmart as well. Although we understand the difficulty [redacted] may of experienced. When a merchant does a return transaction to a bank it may take 7-10 business days for the return to be received and credited back to the account. We show on the monthly statement that we have included that Walmart sent the return and the date that it occurred so we could credit the account back on the date they processed the return. We appreciate this feedback and sincerely regret any service issues and inconvenience [redacted] experienced. Our goal is to provide financial convenience supported by reliable customer service. Sincerely, 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. Yes I was told that I can still use the old card until the new one arrived. On August 12, I DID NOT contact Rush Card about a damaged card. If the card was damaged how can they still advise me to use it? That's contradicting within itself! I contacted Rush Card and sent the necessary documents to change my name due to my name changing due to marriage! Please do not put false statements about the situation online. Also, my card was not deactivated in error because your Supervisor for Rush Card said that it's Rush Card's policy to deactivate the card when a new one has been ordered. Again an untrue statement on your behalf. The issue still hasn't been corrected. I talked to another supervisor yesterday or the day before. He stated that the system is still recognizing my old card because the numbers are still the same. Therefore, he sent another card with different numbers so that I may activate it with no issues. I still haven't received it. Please, if information is going to be reported please make sure it's accurate.My card declined when your company sent a text saying that my funds were available and they weren't. I get to the store and get embarrassed because of an error with Rush Card. Even if I didn't qualify for the $30 credit for the referral program, I still haven't received the $20 credit. So the amount is really irrelevant since I've received nothing!I will never recommend Rush Card to anyone again. I have had nothing but issues with Rush Card since June. Then I see this response with a lot of untruths definately did not help the situation.Regards,
[redacted]
December 1, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 24, 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. [redacted]’ complaint contends that he would like to be refunded for $116.85 for
multiple transactions that were made on his RushCard account. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. At this time, our system is up and running and Mr.
[redacted] has access to his funds and account information. On November 12, 2015,
multiple unauthorized transactions were made [redacted] RushCard account. All
of the transactions settled to [redacted] account. [redacted] will need to
contact the merchant to receive a refund. If [redacted] is unable to resolve
the issue with the merchant, he can file a dispute regarding the transactions.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