Unauthorized POS August 31, $ 16.71, $ 8.99, $ Total: $ Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveOn September 12, 2017, we sent you a letter informing you that we have made a final determination in your claim stating that there was no error found and no credit will be issued on the accountHowever, your claim was inadvertently resolved in errorWe have reviewed your account and are please to inform you that we have issued credit for the disputed transactions on September 19, This is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
October 26, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard 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
March 10, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] *** To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on March 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 returned an item to the merchant and the funds were supposed to be refunded back to her RushCard account [redacted] also stated that she filed a dispute regarding the transaction and was advised that a bill payment was due to be processed but she has not yet received it On November 4, 2015, [redacted] filed an error allegation dispute for a transaction that was madePer RushCard Cardholder Agreement, the dispute process can take up to to days to investigate On January 21, 2016, the error allegation dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigationA bill payment was requested to be issued but due to an error that occurred [redacted] was unable to receive the bill paymentOn March 10, 2016, a corporate customer service specialist attempted to contact [redacted] to issue express cashWe appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused RushCard Corporate Customer Service
July 22, VIA ONLINE SUBMISSION: RevDex.com® 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 July 9, 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 denied her unauthorized transaction dispute in the amount of $ [redacted] also experienced substandard customer service when contacting RushCard Customer Service On July 2, [redacted] filed an unauthorized transaction dispute regarding a $ charge on her account On July 2, 2015, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] ***On July 8, 2015, [redacted] unauthorized transaction dispute was denied due to no error occurredOn July 15, [redacted] contacted RushCard Corporate and was advised of the rebuttal letter process to reopen the denied unauthorized transaction dispute [redacted] has faxed the rebuttal letter and any additional documentation to the disputes department and will take up to days for the claim to be reopened [redacted] contacted Corporate on July 16, and was advised that her documents were received and are currently under review We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Tyree T Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintNo I haven't I got my money from my rush card account I'm still waiting and it's almost weeks Regards, [redacted]
On June 16th, 2016, [redacted] contacted UniRush to file a dispute claim [redacted] said he lost his card on the 9th of June, and fraudulent transactions were made using his Rushcard [redacted] is disputing transactions made at [redacted] located in [redacted] **; [redacted] located in [redacted] **; [redacted] located in [redacted] **; [redacted] located in [redacted] **; and [redacted] located in [redacted] **On June 29th, UniRush denied [redacted] 's claim because of what the merchant provided UniRush contacted [redacted] in [redacted] **, and They confirmed [redacted] was present at the time of the transaction with his UniRush and Identification card [redacted] also confirmed anytime someone checks into their hotel they are required to check for identificationOn July 27th, UniRush approved [redacted] claim and credited his UniRush account amounting $We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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 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
October 30, 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 RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly ***er 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 ***er 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
October 23, 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 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
April 26, VIA ONLINE SUBMISSION: Revdex.com® E 4th Ste 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 April 24, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she made a transaction for $ [redacted] states the transaction was cancelled and then credited back to her RushCard account [redacted] also states that the transaction was debited for a second time from her account [redacted] would like a refund for $ On March 16, 2017, [redacted] filed an unauthorized transaction dispute for $ The disputed transaction was researched and a determination was made on the claim Upon the investigation, the transaction was associated with [redacted] , which is a valid transaction No error was found and no credit will be issued on the accountPer the previous response if [redacted] does not agree with the final determination of the claim a rebuttal letter must be submitted On April 26, 2017, a corporate customer service specialist attempted to contact [redacted] regarding this information We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
July 22, 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 July 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 RushCard blocked her account in June and she has followed all instructions asked of RushCard in order for her card to be unblocked [redacted] would like to have the funds transferred to her other RushCard while she is waiting for her account to be unblocked [redacted] submitted the requested documents to verify her identity on July 17, On July 22, 2015, a Risk Investigator reviewed the documents submitted by [redacted] ***, and all requested documents were accepted as valid A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to process a replacement card We appreciate [redacted] card membership and understand the inconvenience having a card blocked has caused Regards, Tyree T Corporate Customer Service
On June 06th,2016, [redacted] contacted UniRush to file a dispute claim for two ATM withdraws totaling $ [redacted] claimed her new card was stolen out of her mail box and used without her knowledgeBased on our investigations we concluded no error occurredIn order for perpetrator to active card, they would need [redacted] Social Security number and Card number We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 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 problemsThese problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through At this time, our system is up and running and [redacted] has access to her funds and account informationWe 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 Today November 2, I received a useless blocked card ending in ***After holding and calling rush card all day I was told they automatically block replacement cardsSo far I have called, emailed and faxed rush card continuouslyRush cards agents seem to be playing a game telling me a need to reapply which the faxed papers were forHow many times do I need to fax, email and hold the line all day to have a working rush cardHow crazy is it to send me a blocked card ending in ***Please do not send me blocked cards that you know I can't useThank you, [redacted] 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 Again yes rushcard did refund $after weeks of trying to recieve my funds Rushcard has not given me back the money that was on the account prior to 10/12/nor has rushcard provided any funds for the reactivation of my [redacted] which was disconnected due to my funds missing from my account I was charged $more to reconnect my service and a $reconnect fee which is issued on this bill Rushcard should be compensating me for the amount of time I went without and the reconnect fee I am facing I will not be satisfied until ALL my money has be returned and some compensation is given Regards, [redacted] ***
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs noted in our letter dated October 16, 2017, provisional credit in the amount of $1,was posted to your accountThis provisional credit is now permanent and any applicable fee(s) have been reversedWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
January 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 19, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 her issue was not resolved [redacted] is requesting compensation since she has been a loyal customer since The calls were reviewed and did not indicate that [redacted] was given the incorrect timeframe for expedited card deliveryTherefore, no compensation is dueOn 1/25/18, a corporate resolution specialist attempted to contact [redacted] to advise her of this informationA detailed message was left regarding this We appreciate [redacted] feedback Corporate Customer Service
November 16, 2015VIA ONLINE SUBMISSION:RevDex.com® 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] on November 8, 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 RushCard held her funds from a hotel transaction [redacted] also stated that she would like for the $transaction to be release back to her RushCard account.On October 11, 2015, a hotel hold transaction for the amount of $was made on [redacted] account [redacted] contacted RushCard customer service to advise that the transaction needed to be released [redacted] was advised by the representative that her request will be escalated to the corporate office for further reviewPer RushCard Cardholder Agreement, if the card is used for a car rental purchase, or for similar purchases like at restaurants or hotels, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurredAny preauthorization amount will place a "hold" on your available funds until the merchant sends us the final payment amount of your purchaseOnce the final payment amount is received, the preauthorization amount on hold will be removedAll transactions relating to car rentals may result in a hold for that amount of funds for up to thirty-five (35) daysDuring the hold period, you will not have access to the preauthorized amountThe $hold was released back to the Ms [redacted] RushCardWe appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
July 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 22, 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 RushCard blocked her account without any notification [redacted] is requesting her funds on the account, and the late fee that she incurred On July 25, 2016, a RushCard corporate customer service specialist contacted [redacted] to process and express cash as [redacted] is wanting to close out her RushCard account [redacted] contacted our corporate office and requested an express cashRushcard’s corporate specialist processed the express cash requested and provided her with the information to retrieve her funds [redacted] states she does not want to close out her card at this time We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service
December 21, 2015 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, 2015 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 19, 2015, RushCard debited $344.14 from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $344.14 per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruption. On October 2, 2015, the referrer applied for a RushCard with using a referral code [redacted] at the time of the application. On October 29, 2015, [redacted] contacted RushCard customer service and advised that her account and the referee was never provided the $20.00 refer a friend credit to both of their accounts. The referred cardholder will be required to load a minimum of $40.00 to the new card before the $20/$20 will payout. 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 Corporate Customer Service
Unauthorized POS August 31, $ 16.71, $ 8.99, $ Total: $ Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveOn September 12, 2017, we sent you a letter informing you that we have made a final determination in your claim stating that there was no error found and no credit will be issued on the accountHowever, your claim was inadvertently resolved in errorWe have reviewed your account and are please to inform you that we have issued credit for the disputed transactions on September 19, This is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
October 26, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard 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
March 10, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] *** To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on March 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 returned an item to the merchant and the funds were supposed to be refunded back to her RushCard account [redacted] also stated that she filed a dispute regarding the transaction and was advised that a bill payment was due to be processed but she has not yet received it On November 4, 2015, [redacted] filed an error allegation dispute for a transaction that was madePer RushCard Cardholder Agreement, the dispute process can take up to to days to investigate On January 21, 2016, the error allegation dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigationA bill payment was requested to be issued but due to an error that occurred [redacted] was unable to receive the bill paymentOn March 10, 2016, a corporate customer service specialist attempted to contact [redacted] to issue express cashWe appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused RushCard Corporate Customer Service
July 22, VIA ONLINE SUBMISSION: RevDex.com® 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 July 9, 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 denied her unauthorized transaction dispute in the amount of $ [redacted] also experienced substandard customer service when contacting RushCard Customer Service On July 2, [redacted] filed an unauthorized transaction dispute regarding a $ charge on her account On July 2, 2015, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] ***On July 8, 2015, [redacted] unauthorized transaction dispute was denied due to no error occurredOn July 15, [redacted] contacted RushCard Corporate and was advised of the rebuttal letter process to reopen the denied unauthorized transaction dispute [redacted] has faxed the rebuttal letter and any additional documentation to the disputes department and will take up to days for the claim to be reopened [redacted] contacted Corporate on July 16, and was advised that her documents were received and are currently under review We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Tyree T Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintNo I haven't I got my money from my rush card account I'm still waiting and it's almost weeks Regards, [redacted]
On June 16th, 2016, [redacted] contacted UniRush to file a dispute claim [redacted] said he lost his card on the 9th of June, and fraudulent transactions were made using his Rushcard [redacted] is disputing transactions made at [redacted] located in [redacted] **; [redacted] located in [redacted] **; [redacted] located in [redacted] **; [redacted] located in [redacted] **; and [redacted] located in [redacted] **On June 29th, UniRush denied [redacted] 's claim because of what the merchant provided UniRush contacted [redacted] in [redacted] **, and They confirmed [redacted] was present at the time of the transaction with his UniRush and Identification card [redacted] also confirmed anytime someone checks into their hotel they are required to check for identificationOn July 27th, UniRush approved [redacted] claim and credited his UniRush account amounting $We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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 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
October 30, 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 RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly ***er 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 ***er 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
October 23, 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 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
April 26, VIA ONLINE SUBMISSION: Revdex.com® E 4th Ste 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 April 24, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she made a transaction for $ [redacted] states the transaction was cancelled and then credited back to her RushCard account [redacted] also states that the transaction was debited for a second time from her account [redacted] would like a refund for $ On March 16, 2017, [redacted] filed an unauthorized transaction dispute for $ The disputed transaction was researched and a determination was made on the claim Upon the investigation, the transaction was associated with [redacted] , which is a valid transaction No error was found and no credit will be issued on the accountPer the previous response if [redacted] does not agree with the final determination of the claim a rebuttal letter must be submitted On April 26, 2017, a corporate customer service specialist attempted to contact [redacted] regarding this information We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
July 22, 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 July 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 RushCard blocked her account in June and she has followed all instructions asked of RushCard in order for her card to be unblocked [redacted] would like to have the funds transferred to her other RushCard while she is waiting for her account to be unblocked [redacted] submitted the requested documents to verify her identity on July 17, On July 22, 2015, a Risk Investigator reviewed the documents submitted by [redacted] ***, and all requested documents were accepted as valid A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to process a replacement card We appreciate [redacted] card membership and understand the inconvenience having a card blocked has caused Regards, Tyree T Corporate Customer Service
On June 06th,2016, [redacted] contacted UniRush to file a dispute claim for two ATM withdraws totaling $ [redacted] claimed her new card was stolen out of her mail box and used without her knowledgeBased on our investigations we concluded no error occurredIn order for perpetrator to active card, they would need [redacted] Social Security number and Card number We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 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 problemsThese problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through At this time, our system is up and running and [redacted] has access to her funds and account informationWe 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 Today November 2, I received a useless blocked card ending in ***After holding and calling rush card all day I was told they automatically block replacement cardsSo far I have called, emailed and faxed rush card continuouslyRush cards agents seem to be playing a game telling me a need to reapply which the faxed papers were forHow many times do I need to fax, email and hold the line all day to have a working rush cardHow crazy is it to send me a blocked card ending in ***Please do not send me blocked cards that you know I can't useThank you, [redacted] 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 Again yes rushcard did refund $after weeks of trying to recieve my funds Rushcard has not given me back the money that was on the account prior to 10/12/nor has rushcard provided any funds for the reactivation of my [redacted] which was disconnected due to my funds missing from my account I was charged $more to reconnect my service and a $reconnect fee which is issued on this bill Rushcard should be compensating me for the amount of time I went without and the reconnect fee I am facing I will not be satisfied until ALL my money has be returned and some compensation is given Regards, [redacted] ***
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs noted in our letter dated October 16, 2017, provisional credit in the amount of $1,was posted to your accountThis provisional credit is now permanent and any applicable fee(s) have been reversedWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
January 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 19, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 her issue was not resolved [redacted] is requesting compensation since she has been a loyal customer since The calls were reviewed and did not indicate that [redacted] was given the incorrect timeframe for expedited card deliveryTherefore, no compensation is dueOn 1/25/18, a corporate resolution specialist attempted to contact [redacted] to advise her of this informationA detailed message was left regarding this We appreciate [redacted] feedback Corporate Customer Service
November 16, 2015VIA ONLINE SUBMISSION:RevDex.com® 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] on November 8, 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 RushCard held her funds from a hotel transaction [redacted] also stated that she would like for the $transaction to be release back to her RushCard account.On October 11, 2015, a hotel hold transaction for the amount of $was made on [redacted] account [redacted] contacted RushCard customer service to advise that the transaction needed to be released [redacted] was advised by the representative that her request will be escalated to the corporate office for further reviewPer RushCard Cardholder Agreement, if the card is used for a car rental purchase, or for similar purchases like at restaurants or hotels, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurredAny preauthorization amount will place a "hold" on your available funds until the merchant sends us the final payment amount of your purchaseOnce the final payment amount is received, the preauthorization amount on hold will be removedAll transactions relating to car rentals may result in a hold for that amount of funds for up to thirty-five (35) daysDuring the hold period, you will not have access to the preauthorized amountThe $hold was released back to the Ms [redacted] RushCardWe appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
July 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 22, 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 RushCard blocked her account without any notification [redacted] is requesting her funds on the account, and the late fee that she incurred On July 25, 2016, a RushCard corporate customer service specialist contacted [redacted] to process and express cash as [redacted] is wanting to close out her RushCard account [redacted] contacted our corporate office and requested an express cashRushcard’s corporate specialist processed the express cash requested and provided her with the information to retrieve her funds [redacted] states she does not want to close out her card at this time We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service
December 21, 2015 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, 2015 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 19, 2015, RushCard debited $344.14 from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy credits of $344.14 per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruption. On October 2, 2015, the referrer applied for a RushCard with using a referral code [redacted] at the time of the application. On October 29, 2015, [redacted] contacted RushCard customer service and advised that her account and the referee was never provided the $20.00 refer a friend credit to both of their accounts. The referred cardholder will be required to load a minimum of $40.00 to the new card before the $20/$20 will payout. 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 Corporate Customer Service