November 30, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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] Singleton, on November 4, 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 did not receive her $40.00 to her RushCard account for the ref
a friend program. [redacted] also stated that she would like to be
compensated for the ref a friend program.Per response, The Ref a
Friend Program is $20.00 for every referral. $40.00 will not be applied to [redacted]
[redacted] RushCard account. We appreciate [redacted]
[redacted] feedback. Our goal is to create promotions that are easy to
complete and deliver financial convenience supported by reliable customer
service. Corporate Customer
Service
This letter is in response to the consumer complaint # 1[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. In [redacted] complaint state, he purchased a dining set with [redacted] furniture for $774.00 and they have yet to receive the furniture they purchased. She states she opened a dispute with RushCard so she can get refunded; however, she stated nothing has been done on her behalf to resolve her dispute. Our records indicate on January 15, 2017, [redacted] contacted RushCard to file dispute on a charge posted December 9, 2017, for $774 with [redacted] Furniture. [redacted] states she made the charge, but never received the merchandise she purchased. On January 17th, 2017, RushCard processed a chargeback on behalf of [redacted]. And under regulations and stipulations, the merchant has up to 45 days to respond to our request. [redacted]’s claim will be finalized before April 15, 2017.
January 13, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on January 6, 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 states that her [redacted] benefits direct deposit posted to her RushCard account and requested for the funds to be returned back to the originator. [redacted] also stated that she was provided with conflicting information when contacting RushCard customer service. On December 31, 2015, a direct deposit posted to [redacted]’ RushCard account ending in [redacted] contacted RushCard customer service and was advised by the representative that the direct deposit was not received at the time. After further research, due to the account being closed the direct deposit was reversed back to the originator on January 8, 2016. It takes 3 to 5 business days for the originator to receive the direct deposit We appreciate [redacted]’ feedback and continuously review our process to provide a convenient and secure financial option for our card holders. RushCard Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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
I been with rushcard since march of 2016 and they terms and conditions says 10 business days for provisional credit and twenty business days for new costumers that just opened accts and haven't been opened for at least thirty days.please refer to terms and conditions.Please see attached screen...
shots. Thank you. I just spoke wit customer care and I was advised that I would receive a provisional credit in 20 business days by june 3rd thats actually 22 business days I should have received a provisional credit on the 18th of may in ten business days they need to refer to there terms and conditions stop giving FALSE information to the customers I also would like to put these comments on the Revdex.com website.
June 1, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] (3rd Party) Complaint number: ...
Revdex.com [redacted] Complaint date: June 1, 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 contends that RushCard contacted RushCard regarding her deceased husband’s funds, and she submitted all the documents requested. [redacted] is requesting a replacement card be sent to her. On June 1, 2017 a RushCard corporate customer service specialist contacted [redacted] to explain that in addition to a non-expired DL/ID, we also needed an executor of estate document in order to release funds to her. We also advise that means the Will needs to go through probate. [redacted] indicated that she understood. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Today is Monday, 9/18/2017 and there is no sign of the check. According to the response they stated 5-7 business days but when I called their Customer Service ###-###-#### on 9/13/17 I was advised that I should receive the check by Monday, 9/25/2017. This is conflicting information that is being provided and it isn't the first time it has happened. This type of conflicting information has been happening for the last 3 months. Can they provide a tracking number? How do I know that we will not get another email in a few days stating the bill payment check was returned due to discrepancy in the address, which is the type of email I got back on 8/23/2017. Meanwhile [redacted] is starting his Prostate Cancer radiation treatment in a few days and still nothing from this company.
Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 27, 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.
Lies! I sent a clear copy of my divorce decree that was sealed by the State of [redacted] that plainly stated my name was to be reinstated from [redacted] back to [redacted], my maiden name!! Any it with half a brain could figure that out!! Surely you deal with married and divorced females on a daily basis. Besides that was my [redacted] money you should be sending me your ID while holding on to what is mine!! There was a whole chain reaction that happened from you fools blocking my card!! Yes, $186 was my balance but I had to put an emergency stop on my DDs over $600 which resulted in me being stuck out of town hungry and broke on my vacation!!This company is incompetent in every way and karma is catching up I am loving watching the downfall of this pathetic excuse of a bank!! As soon as my husband gets his DD and I get my last little bit of cashof off my second card we are done after 9 years!! But they have not heard the last of me this last little fiasco with "technical updates" but the nail in the coffin!!
Regards,
[redacted]
January 30, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 20, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she completed a card to card transfer in error. [redacted] would like the card to card transfer to be revered and her account credited back for the funds. Per the previous response on January 19,2016 [redacted] contacted RushCard customer service regarding the funds transfer of $6.00 and stated that her account was debited for the monthly fee as well. [redacted] wanted a fee waiver of the monthly fee that was debited from her account. [redacted] was advised that the monthly fee could not be waived on the account. In addition, when [redacted] applied for the RushCard account ending in 5994 the selected account type was the Rush Unlimited plan. The RushCard fees are located on the cardholder agreement and the monthly fee will not be waived on the account. This is the information we have on the account as of date. On January 23, 2017, a RushCard corporate customer specialist attempted to contact [redacted] to advise of the information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Ser
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]
June 1, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #: [redacted] ...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on May 25, 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 received her SSI direct deposit on May 25, 2016, and that she was unable to access her funds. [redacted] also states that she would like her funds to be credited to her RushCard account. On May 25, 2016 Rushcard experienced a delay in the posting of the direct deposits. Due to the delay the direct deposit was not reflecting on the RushCard accounts. As of May 25, 2016 [redacted] government deposit in the amount of $231.34 has posted to the RushCard account and reflected in the balance. On May 27, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback. Sincerely, RushCard Corporate Customer Service
We
received [redacted] complaint regarding the bill payment and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards.
We
sincerely apologize for the inconvenience that [redacted] experienced with her
blocked account and access in receiving her funds. I am showing on 4/21/2015 that
[redacted] account has been permanently closed and a bill payment of $123.69 has
been issued for the remaining balance. [redacted] called into RushCard call
center the same day to inquire about the block and was advised that the funds
were issued to the address on the account. The address on the account was [redacted] old address and needed to be changed to her current address to receive
the bill payment. [redacted] information was updated and a request was sent to
Corporate to stop the bill payment and reverse the funds back to the account. The time frame for a bill payment to be stopped and credited
back to the account can take up to 7-10 bds. The bill payment was stopped on 5/6/2015 and the funds were reversed back
to [redacted] account. I have spoken with [redacted] personally and advised that
we can issue her funds sooner by processing express cash and waiving the $30.00
fee. [redacted] agreed to receive express cash and we have provided the reference
number [redacted]4. Once again we apologize for [redacted] frustration and the
inconvenience this may have caused.
We
appreciate [redacted] feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
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] This is my 4th complaint to the Revdex.com about Rush card I had a unauthorized transaction on my acct for [redacted] this issue begin June 6,2016 some how [redacted] was able to reverse the transaction but I have yet to b contacted by Rush card I written them letters and called multiple times about this issue with no resolution yet I haven't been contacted at all by Rush card via email letter text call nothing [redacted] reversed the transaction on June 28,2016 and I still haven't heard from Rush card in no way form or fashion which is unexceptable customer service I've since cancelled my acct with Rush card and still haven't received anything from them on this matter all I want is the funds that was fraudulently charged to my card it's ridiculous that [redacted] reversed this payment almost a month ago and I still haven't received my funds or and type or correspondence from Rush card Desired Outcome: Refund of funds expeditiously
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. On April 23, 2017, [redacted] provided documents that cable bill is indeed under [redacted] name and that she is responsible for the charges.
April
20, 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 April 18,
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]
[redacted] complaint contends that she attempted to load cash of $250.00 via [redacted]
onto her RushCard account on April 15, 2016. [redacted] states that the cash load was
not credited to her Rushcard account. [redacted] would like for the cash
loads to be credited to her RushCard account.
On
April 16, 2016, [redacted] contacted RushCard customer service and advised
that the $250.00 [redacted] cash loads did not post to her RushCard account. We researched customer account and have not
located any pending cash loads. On April 19, 2016 a corporate customer service
specialist attempted to contact [redacted] to advise her of this, and that
she will need to contact [redacted] to resolve her missing cash load concern.
We
appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
Regards,
RushCard
Corporate Customer Service
October 21,
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
October 20, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. 4th STE. 600Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 19, 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 she was double charged for a transaction by [redacted] for $99.00. [redacted] also states she was told by RushCard to send a fax with proof that the transaction settled. [redacted] would like the pending transaction for $99.00 released. 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 RushCard customer service on October 13, 2017 and spoke to an agent that advised her that we would be able release the funds if she were able to provide a Merchant Hold Release Letter. On October 15, 2017, RushCard received the merchant hold release letter. The Merchant Hold Release Letter was deemed invalid. On October 20, 2017 a corporate resolution specialist contacted [redacted] directly concerning the pending hold on her account. The pending hold for $99.00 was released and [redacted] was provided with the hold release information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 30, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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] Singleton, on November 4, 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 did not receive her $40.00 to her RushCard account for the ref
a friend program. [redacted] also stated that she would like to be
compensated for the ref a friend program.Per response, The Ref a
Friend Program is $20.00 for every referral. $40.00 will not be applied to [redacted]
[redacted] RushCard account. We appreciate [redacted]
[redacted] feedback. Our goal is to create promotions that are easy to
complete and deliver financial convenience supported by reliable customer
service. Corporate Customer
Service
This letter is in response to the consumer complaint # 1[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. In [redacted] complaint state, he purchased a dining set with [redacted] furniture for $774.00 and they have yet to receive the furniture they purchased. She states she opened a dispute with RushCard so she can get refunded; however, she stated nothing has been done on her behalf to resolve her dispute. Our records indicate on January 15, 2017, [redacted] contacted RushCard to file dispute on a charge posted December 9, 2017, for $774 with [redacted] Furniture. [redacted] states she made the charge, but never received the merchandise she purchased. On January 17th, 2017, RushCard processed a chargeback on behalf of [redacted]. And under regulations and stipulations, the merchant has up to 45 days to respond to our request. [redacted]’s claim will be finalized before April 15, 2017.
January 13, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on January 6, 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 states that her [redacted] benefits direct deposit posted to her RushCard account and requested for the funds to be returned back to the originator. [redacted] also stated that she was provided with conflicting information when contacting RushCard customer service. On December 31, 2015, a direct deposit posted to [redacted]’ RushCard account ending in [redacted] contacted RushCard customer service and was advised by the representative that the direct deposit was not received at the time. After further research, due to the account being closed the direct deposit was reversed back to the originator on January 8, 2016. It takes 3 to 5 business days for the originator to receive the direct deposit We appreciate [redacted]’ feedback and continuously review our process to provide a convenient and secure financial option for our card holders. RushCard Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 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
I been with rushcard since march of 2016 and they terms and conditions says 10 business days for provisional credit and twenty business days for new costumers that just opened accts and haven't been opened for at least thirty days.please refer to terms and conditions.Please see attached screen...
shots. Thank you. I just spoke wit customer care and I was advised that I would receive a provisional credit in 20 business days by june 3rd thats actually 22 business days I should have received a provisional credit on the 18th of may in ten business days they need to refer to there terms and conditions stop giving FALSE information to the customers I also would like to put these comments on the Revdex.com website.
June 1, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] (3rd Party) Complaint number: ...
Revdex.com [redacted] Complaint date: June 1, 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 contends that RushCard contacted RushCard regarding her deceased husband’s funds, and she submitted all the documents requested. [redacted] is requesting a replacement card be sent to her. On June 1, 2017 a RushCard corporate customer service specialist contacted [redacted] to explain that in addition to a non-expired DL/ID, we also needed an executor of estate document in order to release funds to her. We also advise that means the Will needs to go through probate. [redacted] indicated that she understood. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Today is Monday, 9/18/2017 and there is no sign of the check. According to the response they stated 5-7 business days but when I called their Customer Service ###-###-#### on 9/13/17 I was advised that I should receive the check by Monday, 9/25/2017. This is conflicting information that is being provided and it isn't the first time it has happened. This type of conflicting information has been happening for the last 3 months. Can they provide a tracking number? How do I know that we will not get another email in a few days stating the bill payment check was returned due to discrepancy in the address, which is the type of email I got back on 8/23/2017. Meanwhile [redacted] is starting his Prostate Cancer radiation treatment in a few days and still nothing from this company.
Regards,
[redacted]
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 27, 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:
t with half a brain could figure that out!! Surely you deal with married and divorced females on a daily basis. Besides that was my [redacted] money you should be sending me your ID while holding on to what is mine!! There was a whole chain reaction that happened from you fools blocking my card!! Yes, $186 was my balance but I had to put an emergency stop on my DDs over $600 which resulted in me being stuck out of town hungry and broke on my vacation!!This company is incompetent in every way and karma is catching up I am loving watching the downfall of this pathetic excuse of a bank!! As soon as my husband gets his DD and I get my last little bit of cashof off my second card we are done after 9 years!! But they have not heard the last of me this last little fiasco with "technical updates" but the nail in the coffin!!
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.
Lies! I sent a clear copy of my divorce decree that was sealed by the State of [redacted] that plainly stated my name was to be reinstated from [redacted] back to [redacted], my maiden name!! Any i
Regards,
[redacted]
January 30, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 20, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she completed a card to card transfer in error. [redacted] would like the card to card transfer to be revered and her account credited back for the funds. Per the previous response on January 19,2016 [redacted] contacted RushCard customer service regarding the funds transfer of $6.00 and stated that her account was debited for the monthly fee as well. [redacted] wanted a fee waiver of the monthly fee that was debited from her account. [redacted] was advised that the monthly fee could not be waived on the account. In addition, when [redacted] applied for the RushCard account ending in 5994 the selected account type was the Rush Unlimited plan. The RushCard fees are located on the cardholder agreement and the monthly fee will not be waived on the account. This is the information we have on the account as of date. On January 23, 2017, a RushCard corporate customer specialist attempted to contact [redacted] to advise of the information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Ser
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]
June 1, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #: [redacted] ...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on May 25, 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 received her SSI direct deposit on May 25, 2016, and that she was unable to access her funds. [redacted] also states that she would like her funds to be credited to her RushCard account. On May 25, 2016 Rushcard experienced a delay in the posting of the direct deposits. Due to the delay the direct deposit was not reflecting on the RushCard accounts. As of May 25, 2016 [redacted] government deposit in the amount of $231.34 has posted to the RushCard account and reflected in the balance. On May 27, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback. Sincerely, RushCard Corporate Customer Service
The
Revdex.com
7
W Seventh St Suite...
1600
Cincinnati
Ohio 45202
Case
number: [redacted]
May
8, 2015
We
received [redacted] complaint regarding the bill payment and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards.
We
sincerely apologize for the inconvenience that [redacted] experienced with her
blocked account and access in receiving her funds. I am showing on 4/21/2015 that
[redacted] account has been permanently closed and a bill payment of $123.69 has
been issued for the remaining balance. [redacted] called into RushCard call
center the same day to inquire about the block and was advised that the funds
were issued to the address on the account. The address on the account was [redacted] old address and needed to be changed to her current address to receive
the bill payment. [redacted] information was updated and a request was sent to
Corporate to stop the bill payment and reverse the funds back to the account. The time frame for a bill payment to be stopped and credited
back to the account can take up to 7-10 bds. The bill payment was stopped on 5/6/2015 and the funds were reversed back
to [redacted] account. I have spoken with [redacted] personally and advised that
we can issue her funds sooner by processing express cash and waiving the $30.00
fee. [redacted] agreed to receive express cash and we have provided the reference
number [redacted]4. Once again we apologize for [redacted] frustration and the
inconvenience this may have caused.
We
appreciate [redacted] feedback. These types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
Regards,
[redacted]
Customer
Service Specialist
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] This is my 4th complaint to the Revdex.com about Rush card I had a unauthorized transaction on my acct for [redacted] this issue begin June 6,2016 some how [redacted] was able to reverse the transaction but I have yet to b contacted by Rush card I written them letters and called multiple times about this issue with no resolution yet I haven't been contacted at all by Rush card via email letter text call nothing [redacted] reversed the transaction on June 28,2016 and I still haven't heard from Rush card in no way form or fashion which is unexceptable customer service I've since cancelled my acct with Rush card and still haven't received anything from them on this matter all I want is the funds that was fraudulently charged to my card it's ridiculous that [redacted] reversed this payment almost a month ago and I still haven't received my funds or and type or correspondence from Rush card Desired Outcome: Refund of funds expeditiously
In [redacted] complaint, she states [redacted] charged her RushCard and she filed an unauthorized dispute with RushCard. She further state her dispute was denied when [redacted] confirmed they issue a refund on March 20,2017. [redacted] is asking for a refund. Our records indicate on March 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute with [redacted] for $441.72. On April 3rd, 2017, [redacted] claim was denied, RushCard reached out to [redacted] via phone and they confirmed [redacted] was charged because they were no attempts to cancel her subscription and she did not return the equipment’s. RushCard processed a chargeback on behalf of [redacted], the credit [redacted] mentioned is the temporary credit merchants are supposed to provide when a chargeback is initiated, this credit is not permanent until the chargeback has been won. On April 23, 2017, [redacted] provided documents that cable bill is indeed under [redacted] name and that she is responsible for the charges.
April
20, 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 April 18,
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]
[redacted] complaint contends that she attempted to load cash of $250.00 via [redacted]
onto her RushCard account on April 15, 2016. [redacted] states that the cash load was
not credited to her Rushcard account. [redacted] would like for the cash
loads to be credited to her RushCard account.
On
April 16, 2016, [redacted] contacted RushCard customer service and advised
that the $250.00 [redacted] cash loads did not post to her RushCard account. We researched customer account and have not
located any pending cash loads. On April 19, 2016 a corporate customer service
specialist attempted to contact [redacted] to advise her of this, and that
she will need to contact [redacted] to resolve her missing cash load concern.
We
appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
Regards,
RushCard
Corporate Customer Service
October 21,
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
October 20, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E. 4th STE. 600Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 19, 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 she was double charged for a transaction by [redacted] for $99.00. [redacted] also states she was told by RushCard to send a fax with proof that the transaction settled. [redacted] would like the pending transaction for $99.00 released. 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 RushCard customer service on October 13, 2017 and spoke to an agent that advised her that we would be able release the funds if she were able to provide a Merchant Hold Release Letter. On October 15, 2017, RushCard received the merchant hold release letter. The Merchant Hold Release Letter was deemed invalid. On October 20, 2017 a corporate resolution specialist contacted [redacted] directly concerning the pending hold on her account. The pending hold for $99.00 was released and [redacted] was provided with the hold release information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service