Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these proble[redacted]
At this time, our system is up and running and [redacted] has access
to her funds and account information. [redacted] stated that a card to card
transfer was initiated by a third party to her RushCard account ending in 4088 on
October 11, 2015 in the amount of $326.00. The card to card transfer has been
reversed back to the third party’s account and the funds are available for use. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
February 13, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: February 8, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that never received notice regarding the changes made with the ATM’s. [redacted] states she visited an ATM and was charged out of network fees. [redacted] also states she was told that her fess would not be refunded. [redacted] would like the $8.00 fees refunded to her. RushCard’s Fee Schedules has undergone a recent change. All Cardholders were notified via mail and email of the changes effective 1/9/18. A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreement. In addition, [redacted] can find ATM locations by visiting rushcard.com. On 2/13/18, a RushCard corporate resolutions specialist attempted to contact [redacted] to advise her of this information. As a courtesy an ATM fee of $2.50 was waived on 2/13/18. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October
20, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID:...
[redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 13, 2015.
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]’s complaint contends that RushCard blocked her account due to failed
verification. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On September
10, 2015, [redacted] contacted RushCard customer service to order a
replacement card and failed verification.
As per the RushCard Cardholder Agreement, RushCard requested proof of identity
from [redacted], and 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] began submitting the requested documents to verify her identity on October
9, 2015. The documents submitted by [redacted] were deemed invalid due to
being illegible. On October 19, 2015 a Risk Manager reviewed the documents
submitted by [redacted], and all requested documents were accepted as valid.
On October 20, 2015, a replacement card was processed to the address on the
account via regular mail which [redacted] will receive within 7-10 business
days.
We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that goal.
Regards,
Tyree T.
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.
The merchant has already provided proof that this money should be returned to my account. So basically they are holding my money for no reason
Regards,
[redacted]
June 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: May 28, 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. We are unable to find a RushCard account for [redacted] using the address, phone number, email, and name provided for this complaint. We would be more than happy to investigate this situation for [redacted] and assist in any way possible, with additional information. Please validate that this complaint is indeed for a RushCard holder. After attempting to contact [redacted] to verify if her account is with RushCard Live which is handled through [redacted] customer service handles all inquiries and issues related to RushCard Live. If so, below I’ve supplied RushCard Lives’ customer service number as well as the website. We apologize for the confusion and frustration this may have caused. RushCard Live contact information: Customer Service line: ###-###-#### Website: [redacted] Upon receipt of additional identifying information from [redacted] we will be happy to further research this matter. Tyree T. RushCard Corporate Customer Service
My card from fraudulently used in [redacted] and [redacted] in February 2016. I called rush card and asked to have my card replaced and closed and I filed a dispute. I haven't heard anything from Rush card in 2 months and I haven't receive my money back. Every time I called all I heard call us back in 2 days. This company did not honor the FDIC regulations and protect me as a customer. This is my 2nd complaint. Rush card keep saying the will investigate but when you ask to present you with a copy of the investigation from each merchant they can't and this is simply because they never did an investigation and refused to refund my the charges they allowed out of state on my card. /12/2016 [redacted] Desired Outcome: I am needing my $789.00 credit to my account ASAP.
September 14, 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 September 1,
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.
On September 14,
2015, A Corporate Customer Service Specialist contacted [redacted] regarding the
$30.00 expedited fee and the $4.95 replacement card fee ending in [redacted]. [redacted] requested that all her accounts be closed. This request was completed
on September 15, 2015.
On September 28, 2015, [redacted] contacted RushCard Customer
Service stating she requested the card ending in [redacted] be closed and requested
the card ending in [redacted] be reopened. A
replacement card was sent to [redacted] on September 28, 2015.
We appreciate [redacted]
feedback. Our goal is to
provide financial convenience supported by reliable customer service.
Sincerely,
Kathy R.
Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 18, 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.
The last time I talked to a customer service representative on March 23, 2016 the female manager told me that her company does not give out temporary credit, the reason I asked was because my direct deposit was late on Wednesday again. Also, when they took the money out of my account I had only used about $150 of my pay check, but I had a balance of $0. If they had done a temporary credit, which Rushcard is a prepaid debit card, why would my balance be $0. Rushcard is a buisness that offers the service of prepaid debit cards, they are not a credit card, they are not a bank, nor do they have the authorization to put a temporary credit on a prepaid debit card. Below are Rushcards terms, copied from https://www.rushcard.com located at the very bottom of Rushcard's webpage. Rushcard has already admitted that they took the money out of my account, I want my money that they owe me. The Prepaid [redacted] RushCard is issued by [redacted]®, Member FDIC, pursuant to a license from [redacted] U.S.A. Inc.* When you Direct Deposit $3,000 or more in combined tax refunds from the US Department of the Treasury or from your local or state tax agencies, you will receive a $30 account credit. When you Direct Deposit between $2,000 and $2,999 in combined tax refunds from the US Department of the Treasury or from your local or state tax agencies, you will receive a $20 account credit. If you Direct Deposit $2,000 - $2,999 and then later Direct Deposit an additional amount from the US Department of Treasury or from your local or state tax agencies which brings your total combined deposited tax refund amount to more than $3,000, you will receive an additional $10 account credit. Limit one offer per customer. Account will be credited within 30 days after qualifying deposit. The card account must be in good standing at the time the credit is given, meaning your RushCard is not dormant, blocked, revoked or closed. Offer is void where prohibited. Offer expires 5/15/2016. This optional offer is not a [redacted] product or service and [redacted] does not endorse it.† Faster access to funds is based on comparison of a paper check versus electronic Direct Deposit.Important information for opening a card account: To help the federal government fight the funding of terrorism and money laundering activities, the USA PATRIOT Act requires all financial institutions and their third parties to obtain, verify, and record information that identifies each person who opens a card account. What this means for you: When you open a card account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver's license or other identifying documents.Getting your money up to two days sooner is based on comparison of traditional banking policies and deposit of paper checks from employers and government agencies versus electronic direct deposits. Many employers and government agencies notify us of direct deposits before your "official" day scheduled for payment. If we receive early notice, we may load your direct deposit earlier than your "official" day scheduled for payment. We may limit the amount or type of Direct Deposit eligible for early loading.There is no charge for Rush Text alerts; however, standard text message and data rates, fees, and charges may apply. Charges are dependent on your service plan, which may include fees from your carrier to send and receive text messages. Charges will appear on your wireless bill or be deducted from your prepaid phone balance. Message frequency will be determined by the alert options you select. For more information, refer to our RushTEXT terms under My Contact Preferences in the online account or text the word "HELP" to 697874 (MYRUSH). To unsubscribe, text the word "STOP" to 697874 (MYRUSH).The combined total of Transaction Fees and International Transaction Fees is limited to $10.00 in each calendar month and is based on the date the transaction is posted to your card account as reflected on your statement.Maintenance Fee assessed if no Card Transactions or loads onto a Card have occurred for a period of ninety (90) consecutive days. Maintenance Fee is assessed each month and will be deducted from your Card balance until you next use your Card.[redacted]The [redacted] Zero Liability policy covers U.S.–issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit [redacted]If you add money to your RushCard prior to setting up a PIN, you will not be able to access that money until you set up a PIN.This is not a credit card.Your Prepaid Card account and associated direct deposit account number cannot be used for preauthorized direct debits from merchants or from utility or Internet service providers. If presented for payment, these preauthorized direct debits will be declined and your payment to the merchant or provider will not be processed. The bank routing number and direct deposit account number are for the purpose of initiating direct deposits to your Prepaid Card account only. You are not authorized to provide this bank routing number and direct deposit account number to anyone other than your employer or payer. Direct deposit capability is subject to payer’s support of this feature. Check with your payer to find out when the direct deposit of funds will start. Funds availability is subject to timing of payer’s funding."Out-of-network" refers to all ATMs outside of the MoneyPass ATM network. Certain fees including those assessed by the ATM owner/operator may apply. See Cardholder Agreement for complete details.Subject to gas station’s terms, conditions, and limitations. The gas station may place a temporary hold on your available balance of up to $75 or more. The merchant will release the temporary hold when the transaction has been paid and replace it with the actual amount of your gasoline purchase. If applicable, the pump will automatically stop dispensing gasoline when the purchase reaches your card account balance (if you are on the Pay As You Go plan, the $1.00 Transaction Fee will be subtracted from your card account balance). To avoid this hold, pay inside and tell the cashier exactly how much you want to spend.All checks are subject to approval by Ingo in its sole discretion. Fees and other terms and conditions apply to check load services. Visit ingomoney.com/tc.html for complete details. The [redacted] service is provided by [redacted], Inc. and [redacted], N.A. Use of [redacted] is subject to [redacted] and [redacted] Terms & Conditions, and the information you send is subject to the terms of the [redacted] Privacy Policy. Approval review usually takes 3 to 5 minutes, but may take up to one hour. All checks are subject to approval for funding in [redacted]’s sole discretion. Approved printed payroll and government checks can be funded to your card in minutes for a fee of 1% of the check value. All other check types may be funded in minutes for 4% of check value. There is a minimum fee of $5 for all checks approved and funded in minutes. Funds from approved checks may be loaded in 10 days at no charge provided the check does not return unpaid in the 10-day period. Unapproved checks will not be loaded to your card. [redacted] reserves the right to recover funds from bad checks if you knew the check was bad when you submitted it, if you attempt to cash or deposit it elsewhere after funding or if you otherwise act illegally or fraudulently. Fees may apply for loading or use of your card. Contact your card issuer for details.Through the Refer-a-Friend program, cardholders and a referred friend will receive a $20 load to their card accounts if the referred friend applies for a RushCard, activates and loads the card. In order for both the cardholder and friend to receive a $20 load on the card account, the friend must apply for a RushCard using the referral code provided by the RushCard cardholder, activate the card, and make a load of $20 onto the card. The Refer-a-Friend program is available for all active RushCard members in good standing. RushCard's Refer-a-Friend program is limited to referring new card members only; current members cannot refer themselves or other current card members. Card members can earn a maximum of $500 per year with the Refer-a-Friend program.This optional offer is not a [redacted]® product or service nor does [redacted] endorse this offer.While this specific feature is available for free, certain other transaction fees and costs, terms, and conditions are associated with the use of this Card. See the Cardholder Agreement for more details.CONSENT FOR THE ELECTRONIC DISCLOSURE OF INFORMATIONPlease read this Consent for the Electronic Disclosure of Information carefully and keep a copy for your records. You should not open a card account from a public computer.The following disclosures are required by the federal Electronic Signatures in Global and National Commerce Act (“E-SIGN”). In order to open a Prepaid [redacted] RushCard® (the “Card Account”) electronically, you must acknowledge receipt of these disclosures, agree that you have read the disclosures and consent for the electronic delivery of all statements, disclosures and notices. We may amend or change the terms and conditions of this Consent for the Electronic Disclosure of Information at any time. For the latest version, please review online at www.rushcard.com.Consent for the Electronic Disclosure of InformationBy clicking the box corresponding to the Consent for Electronic Disclosure of Information on the application submission page, you acknowledge receipt of the E-Sign Disclosure and Consent, that you have read the Consent for Electronic Disclosure of Information and you affirmatively consent to the electronic receipt of any and all statements, disclosures, notices, terms and conditions, and other documents, and all subsequent changes thereto, related to the Card Account (collectively, “Statements”). We will provide subsequent disclosures to your email. Please be sure your email address and other contact information is correct by visiting our website at www.rushcard.com or calling us at ###-###-####.After you consent to the electronic receipt of statements and activate your RushCard, Statements and your available card balance are available at no additional cost online at www.rushcard.com or by calling ###-###-####. You agree that we do not need to provide you with a written (non-electronic) copy of any Statement, unless you specifically request us to send you a copy. There is a fee of $1.00 dollar to receive a paper statement in the mail.Paper Delivery of Disclosures and NoticesYou may choose to have a paper copy of any particular Statement mailed to you by contacting us by phone at ###-###-####, by facsimile at ###-###-####, electronically at [email protected] or you may write to the Program Provider via mail at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. Be sure to state that you are requesting a paper copy of a particular Statement. There is a $1.00 Paper Statement Fee for this service assessed each time a paper copy of any Statement is mailed to you.System Requirements to Access InformationIn order to access, receive and retain Statements electronically, you must provide at your own expense an Internet connected device that is compatible at the time of such access with the minimum requirements outlined below.To receive Statements electronically, you must have the following equipment and software:A personal computer or other device which is capable of accessing the Internet. Your access to this page verifies that your system/device meets the requirements.An Internet web browser capable of supporting 128-bit SSL encrypted communications, which requires a minimum web browser version of either Microsoft® Internet Explorer version 6.0 (available for downloading at Microsoft) and your system or device must have 128-bit SSL encryption software. Your access to this page verifies that your browser and encryption software/device meet the requirements.You must have software which permits you to receive and access Portable Document Format or “PDF” files, such as Adobe Acrobat Reader® version 8.0 and above (available for downloading at Adobe). Your access to this page verifies that your system/device has the necessary software to permit you to receive and access PDF files.System Requirements to Retain InformationTo retain a copy of a Statement, your device must have the ability to download and store PDF files.Statements in WritingAll Statements in either electronic or paper format are in writing. Please print or download for your records a copy of this disclosure and other Statements.Federal LawYou acknowledge and agree that your consent for the electronic disclosure of Statements is provided in connection with a transaction in or affecting interstate commerce that is subject to and governed by the federal Electronic Signatures in Global and National Commerce Act.Withdrawal of Consent for Electronic Delivery of InformationYou may withdraw your consent to receive any future Statement electronically by contacting us by phone at ###-###-####, by withdrawing your consent online via the cardholder website, by facsimile at ###-###-####, electronically [email protected] or you may write to the Program at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. If you withdraw your consent we will mail paper versions of all Statements to you for no additional cost excluding monthly paper statements. Unless you request to receive monthly paper statements, the monthly paper statements will not be mailed to you. You may request to receive paper monthly statements be mailed to you at a cost of $1.00 per statement by visiting our website at www.rushcard.com, calling us at ###-###-####, emailing electronically at [email protected] or you may write to the Program at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. If you have withdrawn your consent and you desire to give consent, you may contact us by any of the means noted above to consent for electronic delivery of information.RushCard, UniRush, Pay Your Own Way, Rush Unlimited, RushCard Live, and RushGoals are registered trademarks of UniRush, LLC. Rise to Thrive, 24k RushCard, Carbon RushCard, Edge RushCard, Gloss RushCard, Midnight RushCard, Sequin KLS RushCard, and Suede KLS RushCard are trademarks of UniRush, LLC. All other trademarks, service marks and other registered marks are the property of their respective owners. Copyright 2015 UniRush, LLC. All Rights Reserved.
Regards,
[redacted]
September 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: September 11, 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] states in her complaint that she has still not received the check. Our records indicate that the check was sent on September 11, 2017 the check was reissued to the address on file. Please allow 5-7 business days to receive. Business days do not include weekends. The 7th business days is 9/20. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
March 16, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint #...
[redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted], on March 14, 2016. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that RushCard processed
a replacement card and charged her RushCard account a $30.00 expedited card fee
to her account. [redacted] also contends she was charged a onetime card fee of
$9.95 because she had to apply for a new RushCard. In addition, [redacted] states she was
provided with conflicting information. [redacted] is requesting a refund for
the $30.00 expedited card fee and her onetime card fee.
On March 03, 2016, [redacted] contacted RushCard customer
service stating she lost her RushCard and requested a replacement card be sent.
A replacement card was processed via
expedited delivery with a $30.00 expedited fee. However, due to a system error
a replacement card was not generated. On
March 9, 2016 [redacted] contacted RushCard customer service regarding the
status of her replacement card. [redacted]
was advised that due a system issue, we were not able to replace her card. A
new application for a RushCard was processed for [redacted] and new card was
sent to her address on file via standard mail. On March 16, 2016 a corporate
customer specialist attempted to contact [redacted] to advise her that the
$30.00 expedited card fee and the $9.95 onetime card fee was refunded.
We appreciate [redacted] feedback
and sincerely apologize for
the substandard customer service he received when contacting RushCard Customer
Service. Our goal is to provide financial convenience supported by reliable
customer service.
RushCard
Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Their system is still not running. The response they sent to me is verbatim the same one that is on their [redacted] page and [redacted]. Thousands are still missing money with no access to their funds.
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[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 worked
around the clock to resolve these problems. 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. At
this time, our system is up and running and [redacted] has access to her funds
and account information. 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
June 23rd, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: June 09, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On March 09, 2016, [redacted] contacted UniRush to file an Error Allegation Dispute claim. [redacted] claimed merchandise was not as described when received. On March 09, 2016, claim was denied due to no error found. [redacted] is requesting a refund for $279.00. She states she did not receive provisional credit and that claim was denied for reason that could not be disclosed. [redacted] dispute was denied due to no error occurring. This was determined on the fact that merchant provided Terms and Conditions documents stating customized order, no return, no refund. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these proble[redacted]
At this time, our system is up and running and [redacted] has access
to her funds and account information. [redacted] stated that a card to card
transfer was initiated by a third party to her RushCard account ending in 4088 on
October 11, 2015 in the amount of $326.00. The card to card transfer has been
reversed back to the third party’s account and the funds are available for use. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
February 13, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: February 8, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that never received notice regarding the changes made with the ATM’s. [redacted] states she visited an ATM and was charged out of network fees. [redacted] also states she was told that her fess would not be refunded. [redacted] would like the $8.00 fees refunded to her. RushCard’s Fee Schedules has undergone a recent change. All Cardholders were notified via mail and email of the changes effective 1/9/18. A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreement. In addition, [redacted] can find ATM locations by visiting rushcard.com. On 2/13/18, a RushCard corporate resolutions specialist attempted to contact [redacted] to advise her of this information. As a courtesy an ATM fee of $2.50 was waived on 2/13/18. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October
20, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID:...
[redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on October 13, 2015.
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]’s complaint contends that RushCard blocked her account due to failed
verification. [redacted] also stated that she was advised to submit a driver’s
license, a social security card and valid proof of address.
On September
10, 2015, [redacted] contacted RushCard customer service to order a
replacement card and failed verification.
As per the RushCard Cardholder Agreement, RushCard requested proof of identity
from [redacted], and 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] began submitting the requested documents to verify her identity on October
9, 2015. The documents submitted by [redacted] were deemed invalid due to
being illegible. On October 19, 2015 a Risk Manager reviewed the documents
submitted by [redacted], and all requested documents were accepted as valid.
On October 20, 2015, a replacement card was processed to the address on the
account via regular mail which [redacted] will receive within 7-10 business
days.
We look
forward to serving [redacted] financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that goal.
Regards,
Tyree T.
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.
The merchant has already provided proof that this money should be returned to my account. So basically they are holding my money for no reason
Regards,
[redacted]
June 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: May 28, 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. We are unable to find a RushCard account for [redacted] using the address, phone number, email, and name provided for this complaint. We would be more than happy to investigate this situation for [redacted] and assist in any way possible, with additional information. Please validate that this complaint is indeed for a RushCard holder. After attempting to contact [redacted] to verify if her account is with RushCard Live which is handled through [redacted] customer service handles all inquiries and issues related to RushCard Live. If so, below I’ve supplied RushCard Lives’ customer service number as well as the website. We apologize for the confusion and frustration this may have caused. RushCard Live contact information: Customer Service line: ###-###-#### Website: [redacted] Upon receipt of additional identifying information from [redacted] we will be happy to further research this matter. Tyree T. RushCard Corporate Customer Service
My card from fraudulently used in [redacted] and [redacted] in February 2016. I called rush card and asked to have my card replaced and closed and I filed a dispute. I haven't heard anything from Rush card in 2 months and I haven't receive my money back. Every time I called all I heard call us back in 2 days. This company did not honor the FDIC regulations and protect me as a customer. This is my 2nd complaint. Rush card keep saying the will investigate but when you ask to present you with a copy of the investigation from each merchant they can't and this is simply because they never did an investigation and refused to refund my the charges they allowed out of state on my card. /12/2016 [redacted] Desired Outcome: I am needing my $789.00 credit to my account ASAP.
September 14, 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 September 1,
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.
On September 14,
2015, A Corporate Customer Service Specialist contacted [redacted] regarding the
$30.00 expedited fee and the $4.95 replacement card fee ending in [redacted]. [redacted] requested that all her accounts be closed. This request was completed
on September 15, 2015.
On September 28, 2015, [redacted] contacted RushCard Customer
Service stating she requested the card ending in [redacted] be closed and requested
the card ending in [redacted] be reopened. A
replacement card was sent to [redacted] on September 28, 2015.
We appreciate [redacted]
feedback. Our goal is to
provide financial convenience supported by reliable customer service.
Sincerely,
Kathy R.
Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 18, 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.
The last time I talked to a customer service representative on March 23, 2016 the female manager told me that her company does not give out temporary credit, the reason I asked was because my direct deposit was late on Wednesday again. Also, when they took the money out of my account I had only used about $150 of my pay check, but I had a balance of $0. If they had done a temporary credit, which Rushcard is a prepaid debit card, why would my balance be $0. Rushcard is a buisness that offers the service of prepaid debit cards, they are not a credit card, they are not a bank, nor do they have the authorization to put a temporary credit on a prepaid debit card. Below are Rushcards terms, copied from https://www.rushcard.com located at the very bottom of Rushcard's webpage. Rushcard has already admitted that they took the money out of my account, I want my money that they owe me. The Prepaid [redacted] RushCard is issued by [redacted]®, Member FDIC, pursuant to a license from [redacted] U.S.A. Inc.* When you Direct Deposit $3,000 or more in combined tax refunds from the US Department of the Treasury or from your local or state tax agencies, you will receive a $30 account credit. When you Direct Deposit between $2,000 and $2,999 in combined tax refunds from the US Department of the Treasury or from your local or state tax agencies, you will receive a $20 account credit. If you Direct Deposit $2,000 - $2,999 and then later Direct Deposit an additional amount from the US Department of Treasury or from your local or state tax agencies which brings your total combined deposited tax refund amount to more than $3,000, you will receive an additional $10 account credit. Limit one offer per customer. Account will be credited within 30 days after qualifying deposit. The card account must be in good standing at the time the credit is given, meaning your RushCard is not dormant, blocked, revoked or closed. Offer is void where prohibited. Offer expires 5/15/2016. This optional offer is not a [redacted] product or service and [redacted] does not endorse it.† Faster access to funds is based on comparison of a paper check versus electronic Direct Deposit.Important information for opening a card account: To help the federal government fight the funding of terrorism and money laundering activities, the USA PATRIOT Act requires all financial institutions and their third parties to obtain, verify, and record information that identifies each person who opens a card account. What this means for you: When you open a card account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver's license or other identifying documents.Getting your money up to two days sooner is based on comparison of traditional banking policies and deposit of paper checks from employers and government agencies versus electronic direct deposits. Many employers and government agencies notify us of direct deposits before your "official" day scheduled for payment. If we receive early notice, we may load your direct deposit earlier than your "official" day scheduled for payment. We may limit the amount or type of Direct Deposit eligible for early loading.There is no charge for Rush Text alerts; however, standard text message and data rates, fees, and charges may apply. Charges are dependent on your service plan, which may include fees from your carrier to send and receive text messages. Charges will appear on your wireless bill or be deducted from your prepaid phone balance. Message frequency will be determined by the alert options you select. For more information, refer to our RushTEXT terms under My Contact Preferences in the online account or text the word "HELP" to 697874 (MYRUSH). To unsubscribe, text the word "STOP" to 697874 (MYRUSH).The combined total of Transaction Fees and International Transaction Fees is limited to $10.00 in each calendar month and is based on the date the transaction is posted to your card account as reflected on your statement.Maintenance Fee assessed if no Card Transactions or loads onto a Card have occurred for a period of ninety (90) consecutive days. Maintenance Fee is assessed each month and will be deducted from your Card balance until you next use your Card.[redacted]The [redacted] Zero Liability policy covers U.S.–issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit [redacted]If you add money to your RushCard prior to setting up a PIN, you will not be able to access that money until you set up a PIN.This is not a credit card.Your Prepaid Card account and associated direct deposit account number cannot be used for preauthorized direct debits from merchants or from utility or Internet service providers. If presented for payment, these preauthorized direct debits will be declined and your payment to the merchant or provider will not be processed. The bank routing number and direct deposit account number are for the purpose of initiating direct deposits to your Prepaid Card account only. You are not authorized to provide this bank routing number and direct deposit account number to anyone other than your employer or payer. Direct deposit capability is subject to payer’s support of this feature. Check with your payer to find out when the direct deposit of funds will start. Funds availability is subject to timing of payer’s funding."Out-of-network" refers to all ATMs outside of the MoneyPass ATM network. Certain fees including those assessed by the ATM owner/operator may apply. See Cardholder Agreement for complete details.Subject to gas station’s terms, conditions, and limitations. The gas station may place a temporary hold on your available balance of up to $75 or more. The merchant will release the temporary hold when the transaction has been paid and replace it with the actual amount of your gasoline purchase. If applicable, the pump will automatically stop dispensing gasoline when the purchase reaches your card account balance (if you are on the Pay As You Go plan, the $1.00 Transaction Fee will be subtracted from your card account balance). To avoid this hold, pay inside and tell the cashier exactly how much you want to spend.All checks are subject to approval by Ingo in its sole discretion. Fees and other terms and conditions apply to check load services. Visit ingomoney.com/tc.html for complete details. The [redacted] service is provided by [redacted], Inc. and [redacted], N.A. Use of [redacted] is subject to [redacted] and [redacted] Terms & Conditions, and the information you send is subject to the terms of the [redacted] Privacy Policy. Approval review usually takes 3 to 5 minutes, but may take up to one hour. All checks are subject to approval for funding in [redacted]’s sole discretion. Approved printed payroll and government checks can be funded to your card in minutes for a fee of 1% of the check value. All other check types may be funded in minutes for 4% of check value. There is a minimum fee of $5 for all checks approved and funded in minutes. Funds from approved checks may be loaded in 10 days at no charge provided the check does not return unpaid in the 10-day period. Unapproved checks will not be loaded to your card. [redacted] reserves the right to recover funds from bad checks if you knew the check was bad when you submitted it, if you attempt to cash or deposit it elsewhere after funding or if you otherwise act illegally or fraudulently. Fees may apply for loading or use of your card. Contact your card issuer for details.Through the Refer-a-Friend program, cardholders and a referred friend will receive a $20 load to their card accounts if the referred friend applies for a RushCard, activates and loads the card. In order for both the cardholder and friend to receive a $20 load on the card account, the friend must apply for a RushCard using the referral code provided by the RushCard cardholder, activate the card, and make a load of $20 onto the card. The Refer-a-Friend program is available for all active RushCard members in good standing. RushCard's Refer-a-Friend program is limited to referring new card members only; current members cannot refer themselves or other current card members. Card members can earn a maximum of $500 per year with the Refer-a-Friend program.This optional offer is not a [redacted]® product or service nor does [redacted] endorse this offer.While this specific feature is available for free, certain other transaction fees and costs, terms, and conditions are associated with the use of this Card. See the Cardholder Agreement for more details.CONSENT FOR THE ELECTRONIC DISCLOSURE OF INFORMATIONPlease read this Consent for the Electronic Disclosure of Information carefully and keep a copy for your records. You should not open a card account from a public computer.The following disclosures are required by the federal Electronic Signatures in Global and National Commerce Act (“E-SIGN”). In order to open a Prepaid [redacted] RushCard® (the “Card Account”) electronically, you must acknowledge receipt of these disclosures, agree that you have read the disclosures and consent for the electronic delivery of all statements, disclosures and notices. We may amend or change the terms and conditions of this Consent for the Electronic Disclosure of Information at any time. For the latest version, please review online at www.rushcard.com.Consent for the Electronic Disclosure of InformationBy clicking the box corresponding to the Consent for Electronic Disclosure of Information on the application submission page, you acknowledge receipt of the E-Sign Disclosure and Consent, that you have read the Consent for Electronic Disclosure of Information and you affirmatively consent to the electronic receipt of any and all statements, disclosures, notices, terms and conditions, and other documents, and all subsequent changes thereto, related to the Card Account (collectively, “Statements”). We will provide subsequent disclosures to your email. Please be sure your email address and other contact information is correct by visiting our website at www.rushcard.com or calling us at ###-###-####.After you consent to the electronic receipt of statements and activate your RushCard, Statements and your available card balance are available at no additional cost online at www.rushcard.com or by calling ###-###-####. You agree that we do not need to provide you with a written (non-electronic) copy of any Statement, unless you specifically request us to send you a copy. There is a fee of $1.00 dollar to receive a paper statement in the mail.Paper Delivery of Disclosures and NoticesYou may choose to have a paper copy of any particular Statement mailed to you by contacting us by phone at ###-###-####, by facsimile at ###-###-####, electronically at [email protected] or you may write to the Program Provider via mail at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. Be sure to state that you are requesting a paper copy of a particular Statement. There is a $1.00 Paper Statement Fee for this service assessed each time a paper copy of any Statement is mailed to you.System Requirements to Access InformationIn order to access, receive and retain Statements electronically, you must provide at your own expense an Internet connected device that is compatible at the time of such access with the minimum requirements outlined below.To receive Statements electronically, you must have the following equipment and software:A personal computer or other device which is capable of accessing the Internet. Your access to this page verifies that your system/device meets the requirements.An Internet web browser capable of supporting 128-bit SSL encrypted communications, which requires a minimum web browser version of either Microsoft® Internet Explorer version 6.0 (available for downloading at Microsoft) and your system or device must have 128-bit SSL encryption software. Your access to this page verifies that your browser and encryption software/device meet the requirements.You must have software which permits you to receive and access Portable Document Format or “PDF” files, such as Adobe Acrobat Reader® version 8.0 and above (available for downloading at Adobe). Your access to this page verifies that your system/device has the necessary software to permit you to receive and access PDF files.System Requirements to Retain InformationTo retain a copy of a Statement, your device must have the ability to download and store PDF files.Statements in WritingAll Statements in either electronic or paper format are in writing. Please print or download for your records a copy of this disclosure and other Statements.Federal LawYou acknowledge and agree that your consent for the electronic disclosure of Statements is provided in connection with a transaction in or affecting interstate commerce that is subject to and governed by the federal Electronic Signatures in Global and National Commerce Act.Withdrawal of Consent for Electronic Delivery of InformationYou may withdraw your consent to receive any future Statement electronically by contacting us by phone at ###-###-####, by withdrawing your consent online via the cardholder website, by facsimile at ###-###-####, electronically [email protected] or you may write to the Program at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. If you withdraw your consent we will mail paper versions of all Statements to you for no additional cost excluding monthly paper statements. Unless you request to receive monthly paper statements, the monthly paper statements will not be mailed to you. You may request to receive paper monthly statements be mailed to you at a cost of $1.00 per statement by visiting our website at www.rushcard.com, calling us at ###-###-####, emailing electronically at [email protected] or you may write to the Program at UniRush LLC, P.O. Box 42482, Cincinnati, OH 45242. If you have withdrawn your consent and you desire to give consent, you may contact us by any of the means noted above to consent for electronic delivery of information.RushCard, UniRush, Pay Your Own Way, Rush Unlimited, RushCard Live, and RushGoals are registered trademarks of UniRush, LLC. Rise to Thrive, 24k RushCard, Carbon RushCard, Edge RushCard, Gloss RushCard, Midnight RushCard, Sequin KLS RushCard, and Suede KLS RushCard are trademarks of UniRush, LLC. All other trademarks, service marks and other registered marks are the property of their respective owners. Copyright 2015 UniRush, LLC. All Rights Reserved.
Regards,
[redacted]
September 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: September 11, 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] states in her complaint that she has still not received the check. Our records indicate that the check was sent on September 11, 2017 the check was reissued to the address on file. Please allow 5-7 business days to receive. Business days do not include weekends. The 7th business days is 9/20. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
March 16, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint #...
[redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted], on March 14, 2016. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that RushCard processed
a replacement card and charged her RushCard account a $30.00 expedited card fee
to her account. [redacted] also contends she was charged a onetime card fee of
$9.95 because she had to apply for a new RushCard. In addition, [redacted] states she was
provided with conflicting information. [redacted] is requesting a refund for
the $30.00 expedited card fee and her onetime card fee.
On March 03, 2016, [redacted] contacted RushCard customer
service stating she lost her RushCard and requested a replacement card be sent.
A replacement card was processed via
expedited delivery with a $30.00 expedited fee. However, due to a system error
a replacement card was not generated. On
March 9, 2016 [redacted] contacted RushCard customer service regarding the
status of her replacement card. [redacted]
was advised that due a system issue, we were not able to replace her card. A
new application for a RushCard was processed for [redacted] and new card was
sent to her address on file via standard mail. On March 16, 2016 a corporate
customer specialist attempted to contact [redacted] to advise her that the
$30.00 expedited card fee and the $9.95 onetime card fee was refunded.
We appreciate [redacted] feedback
and sincerely apologize for
the substandard customer service he received when contacting RushCard Customer
Service. Our goal is to provide financial convenience supported by reliable
customer service.
RushCard
Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Their system is still not running. The response they sent to me is verbatim the same one that is on their [redacted] page and [redacted]. Thousands are still missing money with no access to their funds.
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[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 worked
around the clock to resolve these problems. 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. At
this time, our system is up and running and [redacted] has access to her funds
and account information. 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
June 23rd, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: June 09, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On March 09, 2016, [redacted] contacted UniRush to file an Error Allegation Dispute claim. [redacted] claimed merchandise was not as described when received. On March 09, 2016, claim was denied due to no error found. [redacted] is requesting a refund for $279.00. She states she did not receive provisional credit and that claim was denied for reason that could not be disclosed. [redacted] dispute was denied due to no error occurring. This was determined on the fact that merchant provided Terms and Conditions documents stating customized order, no return, no refund. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter. Regards, RushCard Corporate Customer Service