January 30, 2018 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 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 never received her initial card after applying ion 1/4/18. She requested a replacement card on 1/18/18 and has not received that one either. [redacted] further states was charged $5 for a replacement card and does not think that is fair. [redacted] is requesting access to her funds. Our records indicate [redacted]’s initial card was issued on 1/4/18 to the address provided on her application. On 1/18/18, [redacted] contacted RushCard customer service stating she did not get her card. A replacement card was reissued to the address on file. [redacted] indicated at that time that there was a suite number to her address. [redacted] was advised that documents were require for updating the address. [redacted] was asked to send a copy of her ID and proof of address. On 1/30/18 a corporate resolution specialist contacted [redacted] to reiterate this information. She was also advised that the $5 card replacement fee would be refunded. [redacted] was also given a fax number to send the required documents. One the documents are received a replacement card will be sent. [redacted] indicated she was okay with this resolution. We appreciate [redacted]’s 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. Case being transferred to the Attorney General of Ohio. Thank you Revdex.com for your help in this matter.
Regards,[redacted]
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted] on June 27, 2015. UniRush, LLC
d/b/a RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted]
[redacted] complaint states that she has sent multiple copies of the documents
requested by RushCard and she has been told they are not legible. [redacted]
would like the remaining funds to be transferred to a friend’s RushCard account
and the account closed.
On
March 31, 2015, [redacted] RushCard account was blocked due to failed
verification when attempting to access the account. As per the RushCard Cardholder Agreement,
RushCard requested proof of identity from [redacted]. She was asked to submit
a copy of her Social Security Card, Government Issued Identification, and proof
of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify her identity on June
23, 2015. On July 14, 2015, a Risk Manager has reviewed the documents and have
been deemed as valid. The account will remain closed and the partial tax refund
direct deposit has been reversed back to the IRS via paper check. The timeframe
it will take to be received is 8 to 10 weeks and at that time [redacted] will
need to contact the IRS at ###-###-####. There is no other information that can
be provided to [redacted] regarding the RushCard account.
We appreciate [redacted] feedback and continuously review
our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to
resolving [redacted] issue.
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 5, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 2,
2015, two $500.00 [redacted] loads posted 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The response below makes no sense. On October 7, 2015, my paycheck in the amount of 1,288.93 was direct deposited into my account, bringing my available balance to 1,665.17. On October 8, 2015, my ORIGINAL purchase at [redacted] of 93.39 was DEDUCTED from my account because I MADE a PURCHASE! That brought my available balance down to 1571.78. I also withdrew 750.00 at a bank..bringing my available balance to 821.78. Another purchase of 35.00, balance brought down to 786.78. Purchase 106.54, balance after, 680.24. Purchase 107.72, balance after 572.52. Purchase 23.33, balance after, 549.19. Purchase 48.60, balance after 500.59. Purchase 64.79, balance after, 435.80. Purchase 9.38, balance after, 426.42. Purchase 14.86, balance after, 411.56. Purchase 21.70, balance after, 389.86. Purchase 36.39, balance after, 353.47. Purchase 279.40, balance after, 74.07. Service fee charged, 1.00, balance after, 73.07. Purchase 30.00, balance after, 43.07. Purchase 30.00, balance 13.07. Purchase 13.89, balance after, -.82. Service fee CREDITED 1.00, balance after .18. As you can CLEARLY see, my balance consistently went down with each purchase as it should have. HOWEVER, there was no CREDIT back to my account for the RETURNED items! The original purchase IN FULL was deducted from my account as it should have been however you are stealing the money that [redacted] has given back to me!!!!! I don't know how else to explain this other than to file a lawsuit against this company! You cannot legally keep my money and keep trying to tell me that I've already got it! The fact of the matter is you're not understanding! When I purchase something, funds are removed from my account! When I return items to the store, they take those funds and give me a partial refund totaling the amount of the items I returned! You are not honoring this and I am outraged that I even have to explain this as if you are in kindergarten! I can clearly see why this company is going down the tube and you are going to find yourself at the bottom end of a class action lawsuit of you haven already! Please just give me my money so I can be done with your awful company! Do the math as shown on my account! It's obvious and clear!!!!!
Regards,
[redacted] Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. RushCard released this authorization hold on 10/7/15, and the funds were not deducted from [redacted]’ account.
April 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 13, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has been submitting documentation to verify her address since April 6,2017 and RushCard claims they haven’t received the documents. [redacted] states she has submitted all documentation and has received confirmation that it has been received. [redacted] also states that she would like RushCard to send her a replacement card. Our records indicate that a replacement card was sent on 3/19/17 to [redacted] address on file. Our records further indicate that when [redacted] contacted us on 4/6/17, she was advised that the card was returned. At that point, [redacted] requested her address be updated. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of date a valid form of proof of address is still needed on [redacted] RushCard account. On April 14, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent. A proof of address that is needed could be that of a bill or statement showing the custoemrs name and address connected to the address or a benefit letter showing proof of benefits recieved. The documentation that [redacted] has sent is a letter for an interview with a government entity. Unfortunately, this is not a valid Proof of Address, we do need another proof of address to continue the request. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
May 10, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 5, 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 he never applied for a RushCard. [redacted] also states he contacted RushCard to advise of the potential identify theft on his card and did not receive any assistance with his concerns. On May 5, 2016 [redacted] called RushCard customer service to advise he did not apply for the card account. In addition on May 6, 2016 the RushCard account ending in 4466, has been blocked due to [redacted] not applying for the card account. The Rushcard account is being reviewed and monitored by our internal Risk department. A corporate customer specialist contacted [redacted] on May 10, 2016 to provide the account information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard. Regards, Satoyra H. Corporate Customer Service
April 12, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati
Ohio 45202 �...⇄
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 23, 2016
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
RushCard experienced a significant service
interruption on Monday, October 12, 2015 related to our processor
conversion. The conversion took
significantly longer than expected and we were down for several hours more than
we had previously alerted our cardholders.
In addition, after we came back up, we experienced delays in posting direct
deposits. As a result of this interruption, Rushcard credited direct deposits
in advance our direct deposit customers. Per previous response, On October 29,
2016, RushCard debited $549.59 from [redacted] account to recoup the initial
credit issued in advance of the direct deposit posted on 10/17/2015. RushCard
issued two supplementary courtesy credits of $549.59 because of the inconvenience
caused by the service interruption. There are no funds to be reimbursed to [redacted]
RushCard account.
We
appreciate this feedback and sincerely apologize for the inconvenience this has
caused.
RushCard Customer
Service
This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities...
and resources. In [redacted] complaint, she states filed an unauthorized disputes for transactions posted to her RushCard, she was told provisional credit would be issued, however, she never received the funds. She is requesting a refund. Our records indicate on May 30, 2017, [redacted] disputed three ATM transactions posted May 30, 2017, totaling $914.97. She claimed her card was in her possession and her PIN(personal identification number ) was memorized. On June 19, 2017, Based on the above information and a review of transaction-level information, [redacted] dispute was denied because the transactions appeared to be authorized. Regards, RushCard Corporate Customer Service
Rushcard stated that the promo was expired, however, the promo was posted jan 2017 for 2016 taxes!so they are lying and trying not to honor what they advertise
Tell us why here...November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard 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. On October 19, 2015, RushCard
debited $502.58 from [redacted] account to recoup the initial credit issued
in advance of the direct deposit posted on 10/17/2015. 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 29, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 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 she was told her direct deposit would post 2 days early. [redacted] would like her direct deposit funds credited to her RushCard account. On July 21, 2016 a direct deposit in the amount of $343.89 was credited to [redacted] account. A corporate customer service specialist contacted [redacted] on July 29, 2016 to discuss the account information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Rushcard is processing an [redacted] credit to [redacted] for the balance on his account on 12/16/2015. We will contact [redacted] via phone number on file and provide referral code for resolution.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards, still not working still locked my card and also still missing $50 from my account
[redacted]
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 August 3, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint states that she was
overcharged for fees on her RushCard account. [redacted] also stated that she
should be refunded back the fees.
On July 31, 2015, [redacted] activated her RushCard by
loading a $30 cash load to the account. Per RushCard’s Cardholder Agreement the
$9.95 onetime card fee is based on the plastic design requested by [redacted]
and is deducted when funds are first loaded to the account. [redacted] also
signed up via website for the $7.95 Rush Unlimited Plan which is accessed on
the first of every month. On August 1, 2015, [redacted] contacted RushCard
Customer Service and was advised the fees are working effectively. On August
10, 2015, a RushCard Customer Service Specialist attempted to contact [redacted]
[redacted] to advise that she was charged the correct plan fees.
We appreciate [redacted] feedback. Our goal is to provide
financial convenience supported by reliable 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]
February 6, 2018 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 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 his RushCard was blocked without his knowledge. Customer is requesting the monthly fees for November – February since he has not had access to his funds. Our records indicate that on November 1, 2017, our Risk team determined that [redacted] card was possible compromise. Unable to reach the customer, to protect his funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 8905. A SMS messaging was sent regarding the card status. On February 6, 2018 a Corporate Resolution Specialist attempted to contact [redacted]. We left a detailed message letting [redacted] know why the account was blocked. [redacted] was asked to call in to resolve the matter. We reversed 4 monthly fees totaling $27.80. We need to verify the customer made an international transaction that was declined. Once this has been established, we can unblock [redacted] card. 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
December 8, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: December 6, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her card was charged $207.16 for a transaction that was cancelled. [redacted] states the merchant faxed information to RushCard to have released. [redacted] also states as of today the transaction for $207.16 is still not released back to the RushCard account. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on November 28, 2017 and spoke to an agent and advised the pending transaction was cancelled. The agent advised [redacted] to contact the merchant directly regarding the transaction or she would need to wait until the transaction is automatically released. On December 8, 2017 a corporate resolutions specialist contacted [redacted] to advise that the transaction for $207.16 is still in pending status. [redacted] was also advised that a merchant hold release letter was needed to assist with releasing the hold. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
My friend completed said program after me, upon speaking with corporate they received their credit instantly. I have yet to receive any credit.
January 30, 2018 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 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 never received her initial card after applying ion 1/4/18. She requested a replacement card on 1/18/18 and has not received that one either. [redacted] further states was charged $5 for a replacement card and does not think that is fair. [redacted] is requesting access to her funds. Our records indicate [redacted]’s initial card was issued on 1/4/18 to the address provided on her application. On 1/18/18, [redacted] contacted RushCard customer service stating she did not get her card. A replacement card was reissued to the address on file. [redacted] indicated at that time that there was a suite number to her address. [redacted] was advised that documents were require for updating the address. [redacted] was asked to send a copy of her ID and proof of address. On 1/30/18 a corporate resolution specialist contacted [redacted] to reiterate this information. She was also advised that the $5 card replacement fee would be refunded. [redacted] was also given a fax number to send the required documents. One the documents are received a replacement card will be sent. [redacted] indicated she was okay with this resolution. We appreciate [redacted]’s 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. Case being transferred to the Attorney General of Ohio. Thank you Revdex.com for your help in this matter.
Regards,[redacted]
July 15,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted] on June 27, 2015. UniRush, LLC
d/b/a RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and resources.
[redacted]
[redacted] complaint states that she has sent multiple copies of the documents
requested by RushCard and she has been told they are not legible. [redacted]
would like the remaining funds to be transferred to a friend’s RushCard account
and the account closed.
On
March 31, 2015, [redacted] RushCard account was blocked due to failed
verification when attempting to access the account. As per the RushCard Cardholder Agreement,
RushCard requested proof of identity from [redacted]. She was asked to submit
a copy of her Social Security Card, Government Issued Identification, and proof
of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify her identity on June
23, 2015. On July 14, 2015, a Risk Manager has reviewed the documents and have
been deemed as valid. The account will remain closed and the partial tax refund
direct deposit has been reversed back to the IRS via paper check. The timeframe
it will take to be received is 8 to 10 weeks and at that time [redacted] will
need to contact the IRS at ###-###-####. There is no other information that can
be provided to [redacted] regarding the RushCard account.
We appreciate [redacted] feedback and continuously review
our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to
resolving [redacted] issue.
Regards,
Tyree T.
Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 5, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 2,
2015, two $500.00 [redacted] loads posted 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The response below makes no sense. On October 7, 2015, my paycheck in the amount of 1,288.93 was direct deposited into my account, bringing my available balance to 1,665.17. On October 8, 2015, my ORIGINAL purchase at [redacted] of 93.39 was DEDUCTED from my account because I MADE a PURCHASE! That brought my available balance down to 1571.78. I also withdrew 750.00 at a bank..bringing my available balance to 821.78. Another purchase of 35.00, balance brought down to 786.78. Purchase 106.54, balance after, 680.24. Purchase 107.72, balance after 572.52. Purchase 23.33, balance after, 549.19. Purchase 48.60, balance after 500.59. Purchase 64.79, balance after, 435.80. Purchase 9.38, balance after, 426.42. Purchase 14.86, balance after, 411.56. Purchase 21.70, balance after, 389.86. Purchase 36.39, balance after, 353.47. Purchase 279.40, balance after, 74.07. Service fee charged, 1.00, balance after, 73.07. Purchase 30.00, balance after, 43.07. Purchase 30.00, balance 13.07. Purchase 13.89, balance after, -.82. Service fee CREDITED 1.00, balance after .18. As you can CLEARLY see, my balance consistently went down with each purchase as it should have. HOWEVER, there was no CREDIT back to my account for the RETURNED items! The original purchase IN FULL was deducted from my account as it should have been however you are stealing the money that [redacted] has given back to me!!!!! I don't know how else to explain this other than to file a lawsuit against this company! You cannot legally keep my money and keep trying to tell me that I've already got it! The fact of the matter is you're not understanding! When I purchase something, funds are removed from my account! When I return items to the store, they take those funds and give me a partial refund totaling the amount of the items I returned! You are not honoring this and I am outraged that I even have to explain this as if you are in kindergarten! I can clearly see why this company is going down the tube and you are going to find yourself at the bottom end of a class action lawsuit of you haven already! Please just give me my money so I can be done with your awful company! Do the math as shown on my account! It's obvious and clear!!!!!
Regards,
[redacted] Per our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the account. RushCard released this authorization hold on 10/7/15, and the funds were not deducted from [redacted]’ account.
April 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 13, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she has been submitting documentation to verify her address since April 6,2017 and RushCard claims they haven’t received the documents. [redacted] states she has submitted all documentation and has received confirmation that it has been received. [redacted] also states that she would like RushCard to send her a replacement card. Our records indicate that a replacement card was sent on 3/19/17 to [redacted] address on file. Our records further indicate that when [redacted] contacted us on 4/6/17, she was advised that the card was returned. At that point, [redacted] requested her address be updated. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of date a valid form of proof of address is still needed on [redacted] RushCard account. On April 14, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent. A proof of address that is needed could be that of a bill or statement showing the custoemrs name and address connected to the address or a benefit letter showing proof of benefits recieved. The documentation that [redacted] has sent is a letter for an interview with a government entity. Unfortunately, this is not a valid Proof of Address, we do need another proof of address to continue the request. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
May 10, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 5, 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 he never applied for a RushCard. [redacted] also states he contacted RushCard to advise of the potential identify theft on his card and did not receive any assistance with his concerns. On May 5, 2016 [redacted] called RushCard customer service to advise he did not apply for the card account. In addition on May 6, 2016 the RushCard account ending in 4466, has been blocked due to [redacted] not applying for the card account. The Rushcard account is being reviewed and monitored by our internal Risk department. A corporate customer specialist contacted [redacted] on May 10, 2016 to provide the account information. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard. Regards, Satoyra H. Corporate Customer Service
April 12, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati
Ohio 45202 �...⇄
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 23, 2016
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
RushCard experienced a significant service
interruption on Monday, October 12, 2015 related to our processor
conversion. The conversion took
significantly longer than expected and we were down for several hours more than
we had previously alerted our cardholders.
In addition, after we came back up, we experienced delays in posting direct
deposits. As a result of this interruption, Rushcard credited direct deposits
in advance our direct deposit customers. Per previous response, On October 29,
2016, RushCard debited $549.59 from [redacted] account to recoup the initial
credit issued in advance of the direct deposit posted on 10/17/2015. RushCard
issued two supplementary courtesy credits of $549.59 because of the inconvenience
caused by the service interruption. There are no funds to be reimbursed to [redacted]
RushCard account.
We
appreciate this feedback and sincerely apologize for the inconvenience this has
caused.
RushCard Customer
Service
This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities...
and resources. In [redacted] complaint, she states filed an unauthorized disputes for transactions posted to her RushCard, she was told provisional credit would be issued, however, she never received the funds. She is requesting a refund. Our records indicate on May 30, 2017, [redacted] disputed three ATM transactions posted May 30, 2017, totaling $914.97. She claimed her card was in her possession and her PIN(personal identification number ) was memorized. On June 19, 2017, Based on the above information and a review of transaction-level information, [redacted] dispute was denied because the transactions appeared to be authorized. Regards, RushCard Corporate Customer Service
Rushcard stated that the promo was expired, however, the promo was posted jan 2017 for 2016 taxes!so they are lying and trying not to honor what they advertise
Tell us why here...November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard 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. On October 19, 2015, RushCard
debited $502.58 from [redacted] account to recoup the initial credit issued
in advance of the direct deposit posted on 10/17/2015. 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 29, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 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 she was told her direct deposit would post 2 days early. [redacted] would like her direct deposit funds credited to her RushCard account. On July 21, 2016 a direct deposit in the amount of $343.89 was credited to [redacted] account. A corporate customer service specialist contacted [redacted] on July 29, 2016 to discuss the account information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Rushcard is processing an [redacted] credit to [redacted] for the balance on his account on 12/16/2015. We will contact [redacted] via phone number on file and provide referral code for resolution.
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards, still not working still locked my card and also still missing $50 from my account
[redacted]
August 10, 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 August 3, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint states that she was
overcharged for fees on her RushCard account. [redacted] also stated that she
should be refunded back the fees.
On July 31, 2015, [redacted] activated her RushCard by
loading a $30 cash load to the account. Per RushCard’s Cardholder Agreement the
$9.95 onetime card fee is based on the plastic design requested by [redacted]
and is deducted when funds are first loaded to the account. [redacted] also
signed up via website for the $7.95 Rush Unlimited Plan which is accessed on
the first of every month. On August 1, 2015, [redacted] contacted RushCard
Customer Service and was advised the fees are working effectively. On August
10, 2015, a RushCard Customer Service Specialist attempted to contact [redacted]
[redacted] to advise that she was charged the correct plan fees.
We appreciate [redacted] feedback. Our goal is to provide
financial convenience supported by reliable customer service.
Tyree T.
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.
Regards,
[redacted]
February 6, 2018 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 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 his RushCard was blocked without his knowledge. Customer is requesting the monthly fees for November – February since he has not had access to his funds. Our records indicate that on November 1, 2017, our Risk team determined that [redacted] card was possible compromise. Unable to reach the customer, to protect his funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 8905. A SMS messaging was sent regarding the card status. On February 6, 2018 a Corporate Resolution Specialist attempted to contact [redacted]. We left a detailed message letting [redacted] know why the account was blocked. [redacted] was asked to call in to resolve the matter. We reversed 4 monthly fees totaling $27.80. We need to verify the customer made an international transaction that was declined. Once this has been established, we can unblock [redacted] card. 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
December 8, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: December 6, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her card was charged $207.16 for a transaction that was cancelled. [redacted] states the merchant faxed information to RushCard to have released. [redacted] also states as of today the transaction for $207.16 is still not released back to the RushCard account. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on November 28, 2017 and spoke to an agent and advised the pending transaction was cancelled. The agent advised [redacted] to contact the merchant directly regarding the transaction or she would need to wait until the transaction is automatically released. On December 8, 2017 a corporate resolutions specialist contacted [redacted] to advise that the transaction for $207.16 is still in pending status. [redacted] was also advised that a merchant hold release letter was needed to assist with releasing the hold. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service