May 14, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 7, Unirush, LLC d/b/a Rushcard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that Rushcard blocked his account in December due to failed verification, and that he needed to submit a valid driver’s license, a social security card and proof of address On December 30, 2014, [redacted] Rushcard account ending in was blocked due to failed verification when attempting to access the account In accordance with internal policies and security procedures, Rushcard requested proof of identity from [redacted] *** He was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days On January 7, 2015, [redacted] began submitting the requested documents to verify his identityThe documents submitted by [redacted] were deemed invalid due to being illegible and having name discrepanciesOn May 11, 2015, Rushcard contacted [redacted] to advise him of the invalid documentation received, and he was advised to send documentation to the corporate fax number for efficient handling On May 12, 2015, a Risk Investigator reviewed the documents submitted by [redacted] ***, and all requested documents have been accepted as valid [redacted] account was unblocked on May 12, with unrestricted access to his funds As such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, [redacted] 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 Rushcard : stop lying and played too many times! I have spoken to merchant and they mention u didn't contact them at all you were lying of [redacted] like always and stop post ads and convenient people and I warned them to not go to Rushcard company and and posted to show how you stolen the money from me and customersStop lying and if it's continue there will be court involves and I'll make sure to have other people who complain about Rushcard to be involved for the court and I'm no joking or gamesDo the job as u are supposed to do Regards, [redacted]
My card was blocked without my permission on knowledgeWhen it was declined at the store I called to find out what was going onI was told I would be sent a replacement card but in the meantime my card would remain blocked and I would be without access to my fundsMy card was also blocked recently after a large purchase was made and RushCard sent me a text to notify me and to tell me to call themI did and the card was unblocked as the purchase was made by meIt apparently can't be done this timeI received cards and after I was guaranteed by a supervisor Cia that the card would get activated that day, it was notAs of today, March at 4:39pm I still do not have access to my fundsI was told Thursday that the issue was expedited to corporate and that the card would be activated within business hoursThe card is still not activatedI am right now on the line with a representative named Joan who says that it will be another days because they have to expedite the issue to corporate...againTwo days will put me at a full week without access to my fundsThis is UNACCEPTABLE and anything that happened in is irrelevant and has nothing to do with the current issue
The problems they had with the update they said they were doing caused money in my account not to be available.Also direct deposits posted days later they were supposed toThis caused auto payments connected to my account to not be paid in a timely manner,which in one case caused me to incur a late payment fee of dollars on my tuition and caused an interruption of my cell service in which I had to pay a late fee and a dollar reconnect feeThese problems were directly caused by them and I feel reimbursement is warranted
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I recieved the dispute form and I signed and faced it back the day after I recieved itEverytime I call in they say they recieved it Regards, [redacted]
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] have access to her 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, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
I been calling rushcard customer service all day..and they keep telling me ain't nothing they can do for me ..I have to wait for an account specialist to review my case snd call me back..they been telling me that same stroy for days..no one call me back yet..please help me get my money..ineed topay a biils and rent..they act like they dont care
November 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur 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 Customer called stating her latest direct deposit hasn't been posted (was supposed to be 7/28)Please help 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 It has not been resolved Regards, [redacted] ***
October 30, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] ... [redacted] Complaint number: [redacted] Complaint date: October 22, 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
January 22, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 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 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he filed a dispute for two transactions posted to his RushCardShe is requesting a refund Our records indicate on January 15, 2018, [redacted] disputed two transactions, totaling $She is stating she has contacted the merchants to cancel the services provided but the merchants did not provide the promised credits RushCard dispute team is in the process of researching [redacted] claim If the claim is not finalized on or before January 29, a provisional credit will be issued to [redacted] while the claim is being worked which can take up to 90days for full resolution 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 I am not happy with how I was treated in resolving this simple matter which have turned out to get out of handI do not feel like a valued customer and I need to be compensated for emotional distress figuring that not only was I charged frivolous charges, I was tossed to the side like some pan handler and all the time I spent on the phone practically begging for my money back and the fact that I had to actually file with the Revdex.com a claim on a company that I speak so highly of Regards, [redacted]
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, RushCard customer service are currently taking incoming phone calls and are not experiencing any long wait times [redacted] can contact our corporate office at ###-###-#### option for further assistance We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I fail to see how Rush Card can deny a dispute or claim the transaction was validAs my financial institute, if I dispute a charge, should they not assist? Why would they not see an error when an identical transaction is made Immediately following the first? As far as an attempt to make contact, I have no record of such an attempt.At this point, I feel like this is some type of fraud on their behalfAfter nearly years as a loyal customer, believing they had their customer's best interest at heart, I am completely disappointed & dissatisfied.Regards, [redacted]
December 17, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 28, 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 Per previous response, On October 12, 2015, [redacted] attempted to process a card to card transfer in the amount of $from card number ending in [redacted] to ***The card to card transfer failed and the funds were not deducted from [redacted] ’ RushCard accountAttached to the complaint response is a screenshot of the transactions from the card numbers ending in [redacted] and [redacted] on the date of October 12, 2015.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 2, 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 contends that RushCard blocked his card for months [redacted] states he has sent in the necessary documents into RushCard numerous times [redacted] also states that he wants access to his direct deposit funds Our records indicate that on September 6, [redacted] RushCard ending in was blocked due to being confirmed compromised On September 6, [redacted] was advised of this information On September 18, [redacted] called to get a replacement card and update his address [redacted] failed RushCard’s verification processAs per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] [redacted] was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of November 1, 2017, RushCard is requesting a clear copy of [redacted] Government Issued Identification and a valid form of proof of address On November 3, 2017, a RushCard corporate resolution specialist contacted [redacted] to advise of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
June 10, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio 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 June 3, 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 she initiated a $card to card transfer to [redacted] account Additionally, [redacted] stated the funds were misapplied to the wrong account, and as a result, she filed an Error Allegation Card to Card Transfer Dispute in the amount of $on May 14, On May 4, 2015, [redacted] initiated a card to card transfer to a third party in the amount of $ Due to security purposes, RushCard employees do not have access or authority to process card to card transfers on a customer’s behalf [redacted] IP Log reflects all corresponding card to card transfer activity occurred from IP Address [redacted] account also shows previous history with that IP Address On May 20, 2015, the Error Allegation Card to Card Transfer Dispute was denied because it was determined that no error occurred A RushCard Corporate Customer Service Specialist contacted [redacted] to advise her of the resolution of the investigation and the next steps she can take if she disagrees with the outcome of the dispute A letter has been sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
May 14, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on May 7, Unirush, LLC d/b/a Rushcard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that Rushcard blocked his account in December due to failed verification, and that he needed to submit a valid driver’s license, a social security card and proof of address On December 30, 2014, [redacted] Rushcard account ending in was blocked due to failed verification when attempting to access the account In accordance with internal policies and security procedures, Rushcard requested proof of identity from [redacted] *** He was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days On January 7, 2015, [redacted] began submitting the requested documents to verify his identityThe documents submitted by [redacted] were deemed invalid due to being illegible and having name discrepanciesOn May 11, 2015, Rushcard contacted [redacted] to advise him of the invalid documentation received, and he was advised to send documentation to the corporate fax number for efficient handling On May 12, 2015, a Risk Investigator reviewed the documents submitted by [redacted] ***, and all requested documents have been accepted as valid [redacted] account was unblocked on May 12, with unrestricted access to his funds As such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, [redacted] 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 Rushcard : stop lying and played too many times! I have spoken to merchant and they mention u didn't contact them at all you were lying of [redacted] like always and stop post ads and convenient people and I warned them to not go to Rushcard company and and posted to show how you stolen the money from me and customersStop lying and if it's continue there will be court involves and I'll make sure to have other people who complain about Rushcard to be involved for the court and I'm no joking or gamesDo the job as u are supposed to do Regards, [redacted]
My card was blocked without my permission on knowledgeWhen it was declined at the store I called to find out what was going onI was told I would be sent a replacement card but in the meantime my card would remain blocked and I would be without access to my fundsMy card was also blocked recently after a large purchase was made and RushCard sent me a text to notify me and to tell me to call themI did and the card was unblocked as the purchase was made by meIt apparently can't be done this timeI received cards and after I was guaranteed by a supervisor Cia that the card would get activated that day, it was notAs of today, March at 4:39pm I still do not have access to my fundsI was told Thursday that the issue was expedited to corporate and that the card would be activated within business hoursThe card is still not activatedI am right now on the line with a representative named Joan who says that it will be another days because they have to expedite the issue to corporate...againTwo days will put me at a full week without access to my fundsThis is UNACCEPTABLE and anything that happened in is irrelevant and has nothing to do with the current issue
The problems they had with the update they said they were doing caused money in my account not to be available.Also direct deposits posted days later they were supposed toThis caused auto payments connected to my account to not be paid in a timely manner,which in one case caused me to incur a late payment fee of dollars on my tuition and caused an interruption of my cell service in which I had to pay a late fee and a dollar reconnect feeThese problems were directly caused by them and I feel reimbursement is warranted
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I recieved the dispute form and I signed and faced it back the day after I recieved itEverytime I call in they say they recieved it Regards, [redacted]
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] have access to her 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, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
I been calling rushcard customer service all day..and they keep telling me ain't nothing they can do for me ..I have to wait for an account specialist to review my case snd call me back..they been telling me that same stroy for days..no one call me back yet..please help me get my money..ineed topay a biils and rent..they act like they dont care
November 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
I have waited days as they stated and still no results my dispute was filed March
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 Customer called stating her latest direct deposit hasn't been posted (was supposed to be 7/28)Please help 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 It has not been resolved Regards, [redacted] ***
October 30, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] ... [redacted] Complaint number: [redacted] Complaint date: October 22, 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
January 22, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 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 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he filed a dispute for two transactions posted to his RushCardShe is requesting a refund Our records indicate on January 15, 2018, [redacted] disputed two transactions, totaling $She is stating she has contacted the merchants to cancel the services provided but the merchants did not provide the promised credits RushCard dispute team is in the process of researching [redacted] claim If the claim is not finalized on or before January 29, a provisional credit will be issued to [redacted] while the claim is being worked which can take up to 90days for full resolution 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 I am not happy with how I was treated in resolving this simple matter which have turned out to get out of handI do not feel like a valued customer and I need to be compensated for emotional distress figuring that not only was I charged frivolous charges, I was tossed to the side like some pan handler and all the time I spent on the phone practically begging for my money back and the fact that I had to actually file with the Revdex.com a claim on a company that I speak so highly of Regards, [redacted]
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, RushCard customer service are currently taking incoming phone calls and are not experiencing any long wait times [redacted] can contact our corporate office at ###-###-#### option for further assistance We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I fail to see how Rush Card can deny a dispute or claim the transaction was validAs my financial institute, if I dispute a charge, should they not assist? Why would they not see an error when an identical transaction is made Immediately following the first? As far as an attempt to make contact, I have no record of such an attempt.At this point, I feel like this is some type of fraud on their behalfAfter nearly years as a loyal customer, believing they had their customer's best interest at heart, I am completely disappointed & dissatisfied.Regards, [redacted]
December 17, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 28, 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 Per previous response, On October 12, 2015, [redacted] attempted to process a card to card transfer in the amount of $from card number ending in [redacted] to ***The card to card transfer failed and the funds were not deducted from [redacted] ’ RushCard accountAttached to the complaint response is a screenshot of the transactions from the card numbers ending in [redacted] and [redacted] on the date of October 12, 2015.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 2, 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 contends that RushCard blocked his card for months [redacted] states he has sent in the necessary documents into RushCard numerous times [redacted] also states that he wants access to his direct deposit funds Our records indicate that on September 6, [redacted] RushCard ending in was blocked due to being confirmed compromised On September 6, [redacted] was advised of this information On September 18, [redacted] called to get a replacement card and update his address [redacted] failed RushCard’s verification processAs per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] [redacted] was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of November 1, 2017, RushCard is requesting a clear copy of [redacted] Government Issued Identification and a valid form of proof of address On November 3, 2017, a RushCard corporate resolution specialist contacted [redacted] to advise of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
June 10, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio 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 June 3, 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 she initiated a $card to card transfer to [redacted] account Additionally, [redacted] stated the funds were misapplied to the wrong account, and as a result, she filed an Error Allegation Card to Card Transfer Dispute in the amount of $on May 14, On May 4, 2015, [redacted] initiated a card to card transfer to a third party in the amount of $ Due to security purposes, RushCard employees do not have access or authority to process card to card transfers on a customer’s behalf [redacted] IP Log reflects all corresponding card to card transfer activity occurred from IP Address [redacted] account also shows previous history with that IP Address On May 20, 2015, the Error Allegation Card to Card Transfer Dispute was denied because it was determined that no error occurred A RushCard Corporate Customer Service Specialist contacted [redacted] to advise her of the resolution of the investigation and the next steps she can take if she disagrees with the outcome of the dispute A letter has been sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service