This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On 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 card after thatHe is disputing transaction made at [redacted] located in [redacted] **, [redacted] located in [redacted] **, [redacted] located in [redacted] **, [redacted] located in [redacted] **, and [redacted] located in [redacted] ** [redacted] claim was denied because of what merchant providedOn June 29th, and July 08th, we contacted [redacted] and spoke with front deskThey confirmed [redacted] was present at the time of the transaction with his Rushcard and Identification cardFront desk confirmed anytime a transaction is made they have to check for identificationBased on that, and the documents provided we concluded no error occurred We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
November 28, VIA ONLINE SUBMISSION:Revdex.com E4th STE600Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 24, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that there are two pending transactions on his account in the amounts of $and $from [redacted] that he did not do [redacted] states that he contacted RushCard about the transactions and was advised there was nothing that could be done, since the transactions were pending [redacted] also states as a result that he visited out of network ATM’s and were charged fees and would like the fees reversed on his account RushCard records indicate that [redacted] contacted customer service on November 24, and spoke to an agent regarding the pending transactions for $and $ [redacted] was advised to contact the merchant for reimbursement for the transactions Due to the transactions not being authorized RushCard is not able to release the transactions on the account The transactions will be pending for days, when and if they settle to the account [redacted] may file a dispute for the unauthorized transactions The ATM fees will not be waived on the account On November 28, a RushCard resolutions specialist attempted to contact [redacted] regarding this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards,
There was no investigation done to find out if they were falseI have contacted the police department and they informed that no one from rush card contacted them pertaining to the investigationThey closed my account after I contacted the Revdex.com about the matterWhen I called to see why my account was closed I was informed that corporate closed it due to, to many unauthorized transactionssince I filed my dispute there are over other case of people that had their money stolen by this company and the company refuses to return the money I have filed a appeal and is now requesting arbitration to resolve the matter
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 continues to be very difficult to get in touch with (see attached screenshot from phone), hold times in excess of hours are unacceptableA fee holiday does not make up for the fact that not only have I not been able to access my moneyBut also I now have fraudulent charges on my card and every time I reach out to them (hours on hold) there is another step that needs to be takenI have called Rushcard daily for almost a week now trying to resolve thisI was told to order a replacement card (which I did)Then I was told to fill out a form to dispute the charges so I could receive a provisional credit for the amounts charged (which I did)After disputing the charges...Rushcard listed my new card as lost/stolen (I haven't even received it yet)So IF they put the money on the new card...it has now been cancelledAll of this is cumbersome, confusing and as of today 10/30/2015...I still am having difficulty with my account and reaching Rushcard customer serviceI DO NOT accept their standard email responseIt doesn't do anything to resolve my issue Regards, [redacted] ***
I been with rushcard since march of and they terms and conditions says business days for provisional credit and twenty business days for new costumers that just opened accts and haven't been opened for at least thirty days.please refer to terms and conditions.Please see attached screen shotsThank youI just spoke wit customer care and I was advised that I would receive a provisional credit in business days by june 3rd thats actually business days I should have received a provisional credit on the 18th of may in ten business days they need to refer to there terms and conditions stop giving information to the customers I also would like to put these comments on the Revdex.com website
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 SENT IN MY DRIVER LIC WHICH IS VALID AND A DEATH CERTIFICATE AND A LETTER TO RUSH CARD AND GOING THROUGH MY HUSBAND PAPERS HE HAD A WILL HE GOT AT A PRINTING COMPANY AND IT WAS NOTARY BY A NOTARYHE DID'NT HAVE THE MONEY TO GO TO COURTTHAT WILL SHOULD BE GOOD HE SIGN IT BEFORE A LIC NOTARY
June 8, 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 June 1, 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 she experienced activation issues when she received her RushCard [redacted] also stated that she received conflicting information from RushCard Customer Service Representatives in regards to the reason why the card was not working On May 30, [redacted] contacted RushCard customer service to report that her card was not working [redacted] stated that she received an error message that the transactions were declined due to inactive card [redacted] received that error message because she had not yet activated or loaded funds to her accountRushCard is a prepaid debit card that requires funds to be loaded onto the card before transactions can be processedOn May 31, [redacted] loaded $to her account via [redacted] ***A Corporate Customer Service Specialist attempted to contact [redacted] to discuss the resolutionShe requested her account to be closed on June 1, We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [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 For your reference, details of the offer I reviewed appear belowRushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionAttached to the complaint response is the two direct deposits that were posted [redacted] RushCard accountThis was copied directly from the response and I will re-attach the same file they attachedIt still shows no deposits of $but the direct deposits from my employer that are high-lighted They state, yet again, that they issued two credits to recompense the unusual account fluctuations and I still haven't received oneI will also attach a copy of my statements from October as well as Novemeber so far to prove that nosuch credit has been made Regards, [redacted] ***
April 8, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Roman",serif">Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on April 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 we have not applied the credit of $that [redacted] refunded back to his RushCard account ending in *** [redacted] would like his refund posted on his account On April 7, 2016, [redacted] contacted RushCard customer service inquiring about his refund that was refunded back to his RushCard account on April 4, for $ [redacted] was advised that the refund would take three to five business days to post to his RushCard accountOn April 8, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to reiterate this information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 20, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 he was not contacted by RushCard as noted in the previous response On October 20, 2016, a RushCard corporate customer service representative contacted [redacted] and apologized for the inconvenience and explained why his card was blocked [redacted] was offered an express cash and to expedite his replacement card [redacted] was satisfied with this resolutionThere was a technical issue with replacing his card, but [redacted] was advised that we will forward this for further research We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
Their system is still not runningThe response they sent to me is verbatim the same one that is on their [redacted] page and [redacted] Thousands are still missing money with no access to their funds
I finally (after 10 days) got my money back because they reversed one duplicate $500.00 charge. The company still maintains it was a visibility issue. It most certainly was not because the ATM showed me $-335.00 and I couldnt use my card for 10 days. Being negative is not a possibility with a prepaid card. I have taken my money off the card and cut it up. I will not be using this company anymore but I want nothing from them. Thanks so much. Sincerely, [redacted] ***
This letter is in response to the consumer complaint referenced aboveUnirush, LLC, which is the program manager for the RushCard prepaid debit card program, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she was not advised of the correct timeframe in which to submit her dispute form in writing to qualify for provisional credit RushCard records indicate that [redacted] filed a dispute on 3/11/for $On 3/17/ [redacted] contacted RushCard dispute department a second time to dispute additional transactions for $to be returned for this claim was 3/31/RushCard received [redacted] written dispute claim on 3/27/for the 1st claim in the amount of $Because this was received after the 10-business day timeframe, no provisional credit was applied to the accountThe form we received was dated by [redacted] 3/25/2017- also after the provisional credit deadlineAs of the date of this letter no written dispute form has been received for the $dispute claim On 3/14/RushCard submitted chargebacks through the [redacted] network for the disputed transactions [redacted] guidelines allow the merchant days to respond to the chargebackThe following merchants have responded to our chargeback inquiries and have stated that the transactions are valid and no credit will be applied:3/6/$ [redacted] ***, and 3/5/$ [redacted] The merchants have accepted the chargebacks for following transactions and credits will be applied to [redacted] account.3/10/$ [redacted] and 3/5/$ [redacted] The merchant directly applied a credit 3/22/for the following transaction: 3/11/$***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
October 22, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** 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
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]
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: ***... [redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders. In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect. In addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic to the call center. We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through. We worked around the clock to resolve these problems. At this time, our system is up and running and cardholders have access to their funds and account information. A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly. In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy. At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
December 28, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 26, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states she was charged for ATM fees and her account was blocked without her consent [redacted] also stated that she would like for a check mailed or deposited to her current bank account as long as she receives her money backOn December 3rd & 8th, 2015, [redacted] contacted RushCard customer service and advised that ATM fees were being charged to her account after using [redacted] locationsOn December 9, 2015, [redacted] account indicates that the ATM fees were refunded back to her accountOn December 10, 2015, a new card was issued due to card being blockedOn December 24, 2015, [redacted] Dungan was advised that due to the status of the card, a new account would need to be opened or a bill payment for the balance on the account needed to be issuedPer [redacted] request, the account has been closed and a bill payment in the amount of $was issued to the address on the account on December 28, We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: Complaint date: November 6, 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 informationWe 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 insuranceOn October 30, 2015, Mr [redacted] ’s received his direct deposit.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 I am outraged by the response this company is giving a consumer! This is and anyone can steal someones card information easily by scanning or taking a picture of my debit cardTHERE ARE TOUCH PADS ON ATM'S THAT STEALS CONSUMERS INFORMATIONIn addition, my pin number can easily been stolen or seen by a person behind me or close to me as I used my cardThis incident occurred during tax season, everyone is shopping and spending moneyOTHER banks protect their customers from being robbed but clearly RUSH CARD does not protect theft!! I am applaud that no proof of an investigation has been given to meI have no documentation stating that Rush Card thoroughly investigated this dispute and communicated to the Merchant and the Customer on the details of these unauthorized transactionsI've sent a written letter to corporate and faxed the same letter to Rush Card times to reopen my investigationI've asked for Rush Card to provide the merchant information to me so I can have records of itALL ATM's have camera's, they all have a paper trailRush Card should retrieve a picture of the person that used my card to withdrawal that moneyFile a police report that my card information was stolen and I gave no permission for my money to be withdrawnIt is extremely that my own bank since is not helping me resolve this problemI've done nothing but been a supportive customer for so many years and to be treated like I did something wrong is a disgrace! IT IS UNACCEPTABLE THAT RUSH CARD WILL NOT COMPLETE A THOROUGH INVESTIGATION ON THIS MATTERTHIS COMPLAINT IS NOT CLOSED AND I WILL KEEP WRITING LETTERS AND KEEP FILING FOR MY MONEY TO BE RETURNED TO MEI WILL NOT STOP WRITING ON SOCIAL MEDIA ABOUT THIS OUTRAGE OF INCIDENTSI WILL TAKE THIS AS HIGH AS I POSSIBLY CAN, UP THE CHAIN AND STRAIGHT TO COURTIt is/was absolutely unauthorized , I can't express how being robbed from your own bank feelsWHY ISN'T ANYONE FROM THEIR COMPANY PICKING UP THEIR PHONE AND CONTACTING ME???????!!!!!! WHY IS THIS TAKING SO LONG FOR COMMUNICATION TO HAPPEN??? WHY ARE OTHER AGENCIES, BANKS, AND LAWYERS CONTACTING ME ABOUT MY OUTRAGE OTHER THAN THE BANK THAT ACTUALLY TOOK MY MONEY????!!! On February 24th, Rush Card states ''our position remains unchanged (see previous response below)Thank you[redacted] claimed her card was in her possession when the occurred and the pin was memorized and not sharedWe found no pin changes or invalid pin attempt." 1st- this statement was written so poorly a 8th grader could have said something betterIF MY PIN WAS SHARED WOULD THIS HAVE BEEN RESOLVED ALREADY! IF MY PIN WAS MEMORIZED AND I DIDN'T AUTHORIZE THESE TRANSACTIONS, THEN OBVIOUSLY THE PIN NUMBER WAS STOLEN! If you take a look at the account transactions of that day, there were two ''balance inquiries" prior to the money being withdrawalI was charged $per balance inquiryThis proves that THEY HAD MY PIN # already!!! They checked to see how much money was in my account, they even tried the second time to make sure it was actually thereIT IS UNBELIEVABLE THAT YOU CANT FIND ANY INVALID PIN ATTEMPTS BUT didn't take any interest in the balance inquiries that took place less than min later I WANT A FULL INVESTIGATION TO TAKE PLACEI WANT THE INFORMATION OF THE MERCHANT IN [redacted] THAT OWNS THE ATMI WANT THE ADDRESS OF THE ATM THAT WAS USED AND THE STORE THAT HOLDS THE ATM I WANT A PICTURE OF THE PERSON WHO WITHDRAWAL THIS MONEYI WANT A COPY OF THIS INVESTIGATION TO BE MAILED TO MY SELF AND THE Revdex.comI DEMAND A COPY OF THE HISTORY DATING BACK WHEN I FIRST CALLED IN AND TOLD THE RUSH CARD REPRESENTATIVE THAT MY MONEY WAS STOLEN I WILL NOT BACK DOWN! YOU WILL NOT TAKE MY MONEY AND GET AWAY WITH IT! THIS IS NOT OVER, THIS CASE IS NOT CLOSED!!!!!!!!!!!! [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 Yes I was told that I can still use the old card until the new one arrivedOn August 12, I DID NOT contact Rush Card about a damaged cardIf the card was damaged how can they still advise me to use it? That's contradicting within itself! I contacted Rush Card and sent the necessary documents to change my name due to my name changing due to marriage! Please do not put statements about the situation onlineAlso, my card was not deactivated in error because your Supervisor for Rush Card said that it's Rush Card's policy to deactivate the card when a new one has been orderedAgain an untrue statement on your behalfThe issue still hasn't been correctedI talked to another supervisor yesterday or the day beforeHe stated that the system is still recognizing my old card because the numbers are still the sameTherefore, he sent another card with different numbers so that I may activate it with no issuesI still haven't received itPlease, if information is going to be reported please make sure it's accurate.My card declined when your company sent a text saying that my funds were available and they weren'tI get to the store and get embarrassed because of an error with Rush CardEven if I didn't qualify for the $credit for the referral program, I still haven't received the $creditSo the amount is really irrelevant since I've received nothing!I will never recommend Rush Card to anyone againI have had nothing but issues with Rush Card since JuneThen I see this response with a lot of untruths definately did not help the situation.Regards, [redacted] ***
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On 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 card after thatHe is disputing transaction made at [redacted] located in [redacted] **, [redacted] located in [redacted] **, [redacted] located in [redacted] **, [redacted] located in [redacted] **, and [redacted] located in [redacted] ** [redacted] claim was denied because of what merchant providedOn June 29th, and July 08th, we contacted [redacted] and spoke with front deskThey confirmed [redacted] was present at the time of the transaction with his Rushcard and Identification cardFront desk confirmed anytime a transaction is made they have to check for identificationBased on that, and the documents provided we concluded no error occurred We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
November 28, VIA ONLINE SUBMISSION:Revdex.com E4th STE600Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 24, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that there are two pending transactions on his account in the amounts of $and $from [redacted] that he did not do [redacted] states that he contacted RushCard about the transactions and was advised there was nothing that could be done, since the transactions were pending [redacted] also states as a result that he visited out of network ATM’s and were charged fees and would like the fees reversed on his account RushCard records indicate that [redacted] contacted customer service on November 24, and spoke to an agent regarding the pending transactions for $and $ [redacted] was advised to contact the merchant for reimbursement for the transactions Due to the transactions not being authorized RushCard is not able to release the transactions on the account The transactions will be pending for days, when and if they settle to the account [redacted] may file a dispute for the unauthorized transactions The ATM fees will not be waived on the account On November 28, a RushCard resolutions specialist attempted to contact [redacted] regarding this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards,
There was no investigation done to find out if they were falseI have contacted the police department and they informed that no one from rush card contacted them pertaining to the investigationThey closed my account after I contacted the Revdex.com about the matterWhen I called to see why my account was closed I was informed that corporate closed it due to, to many unauthorized transactionssince I filed my dispute there are over other case of people that had their money stolen by this company and the company refuses to return the money I have filed a appeal and is now requesting arbitration to resolve the matter
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 continues to be very difficult to get in touch with (see attached screenshot from phone), hold times in excess of hours are unacceptableA fee holiday does not make up for the fact that not only have I not been able to access my moneyBut also I now have fraudulent charges on my card and every time I reach out to them (hours on hold) there is another step that needs to be takenI have called Rushcard daily for almost a week now trying to resolve thisI was told to order a replacement card (which I did)Then I was told to fill out a form to dispute the charges so I could receive a provisional credit for the amounts charged (which I did)After disputing the charges...Rushcard listed my new card as lost/stolen (I haven't even received it yet)So IF they put the money on the new card...it has now been cancelledAll of this is cumbersome, confusing and as of today 10/30/2015...I still am having difficulty with my account and reaching Rushcard customer serviceI DO NOT accept their standard email responseIt doesn't do anything to resolve my issue Regards, [redacted] ***
I been with rushcard since march of and they terms and conditions says business days for provisional credit and twenty business days for new costumers that just opened accts and haven't been opened for at least thirty days.please refer to terms and conditions.Please see attached screen shotsThank youI just spoke wit customer care and I was advised that I would receive a provisional credit in business days by june 3rd thats actually business days I should have received a provisional credit on the 18th of may in ten business days they need to refer to there terms and conditions stop giving information to the customers I also would like to put these comments on the Revdex.com website
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 SENT IN MY DRIVER LIC WHICH IS VALID AND A DEATH CERTIFICATE AND A LETTER TO RUSH CARD AND GOING THROUGH MY HUSBAND PAPERS HE HAD A WILL HE GOT AT A PRINTING COMPANY AND IT WAS NOTARY BY A NOTARYHE DID'NT HAVE THE MONEY TO GO TO COURTTHAT WILL SHOULD BE GOOD HE SIGN IT BEFORE A LIC NOTARY
June 8, 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 June 1, 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 she experienced activation issues when she received her RushCard [redacted] also stated that she received conflicting information from RushCard Customer Service Representatives in regards to the reason why the card was not working On May 30, [redacted] contacted RushCard customer service to report that her card was not working [redacted] stated that she received an error message that the transactions were declined due to inactive card [redacted] received that error message because she had not yet activated or loaded funds to her accountRushCard is a prepaid debit card that requires funds to be loaded onto the card before transactions can be processedOn May 31, [redacted] loaded $to her account via [redacted] ***A Corporate Customer Service Specialist attempted to contact [redacted] to discuss the resolutionShe requested her account to be closed on June 1, We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [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 For your reference, details of the offer I reviewed appear belowRushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionAttached to the complaint response is the two direct deposits that were posted [redacted] RushCard accountThis was copied directly from the response and I will re-attach the same file they attachedIt still shows no deposits of $but the direct deposits from my employer that are high-lighted They state, yet again, that they issued two credits to recompense the unusual account fluctuations and I still haven't received oneI will also attach a copy of my statements from October as well as Novemeber so far to prove that nosuch credit has been made Regards, [redacted] ***
April 8, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Roman",serif">Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on April 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 we have not applied the credit of $that [redacted] refunded back to his RushCard account ending in *** [redacted] would like his refund posted on his account On April 7, 2016, [redacted] contacted RushCard customer service inquiring about his refund that was refunded back to his RushCard account on April 4, for $ [redacted] was advised that the refund would take three to five business days to post to his RushCard accountOn April 8, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to reiterate this information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 20, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 he was not contacted by RushCard as noted in the previous response On October 20, 2016, a RushCard corporate customer service representative contacted [redacted] and apologized for the inconvenience and explained why his card was blocked [redacted] was offered an express cash and to expedite his replacement card [redacted] was satisfied with this resolutionThere was a technical issue with replacing his card, but [redacted] was advised that we will forward this for further research We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
Their system is still not runningThe response they sent to me is verbatim the same one that is on their [redacted] page and [redacted] Thousands are still missing money with no access to their funds
I finally (after 10 days) got my money back because they reversed one duplicate $500.00 charge. The company still maintains it was a visibility issue. It most certainly was not because the ATM showed me $-335.00 and I couldnt use my card for 10 days. Being negative is not a possibility with a prepaid card. I have taken my money off the card and cut it up. I will not be using this company anymore but I want nothing from them. Thanks so much. Sincerely, [redacted] ***
This letter is in response to the consumer complaint referenced aboveUnirush, LLC, which is the program manager for the RushCard prepaid debit card program, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she was not advised of the correct timeframe in which to submit her dispute form in writing to qualify for provisional credit RushCard records indicate that [redacted] filed a dispute on 3/11/for $On 3/17/ [redacted] contacted RushCard dispute department a second time to dispute additional transactions for $to be returned for this claim was 3/31/RushCard received [redacted] written dispute claim on 3/27/for the 1st claim in the amount of $Because this was received after the 10-business day timeframe, no provisional credit was applied to the accountThe form we received was dated by [redacted] 3/25/2017- also after the provisional credit deadlineAs of the date of this letter no written dispute form has been received for the $dispute claim On 3/14/RushCard submitted chargebacks through the [redacted] network for the disputed transactions [redacted] guidelines allow the merchant days to respond to the chargebackThe following merchants have responded to our chargeback inquiries and have stated that the transactions are valid and no credit will be applied:3/6/$ [redacted] ***, and 3/5/$ [redacted] The merchants have accepted the chargebacks for following transactions and credits will be applied to [redacted] account.3/10/$ [redacted] and 3/5/$ [redacted] The merchant directly applied a credit 3/22/for the following transaction: 3/11/$***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
October 22, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** 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
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]
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: ***... [redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders. In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect. In addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic to the call center. We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through. We worked around the clock to resolve these problems. At this time, our system is up and running and cardholders have access to their funds and account information. A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly. In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy. At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
December 28, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 26, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states she was charged for ATM fees and her account was blocked without her consent [redacted] also stated that she would like for a check mailed or deposited to her current bank account as long as she receives her money backOn December 3rd & 8th, 2015, [redacted] contacted RushCard customer service and advised that ATM fees were being charged to her account after using [redacted] locationsOn December 9, 2015, [redacted] account indicates that the ATM fees were refunded back to her accountOn December 10, 2015, a new card was issued due to card being blockedOn December 24, 2015, [redacted] Dungan was advised that due to the status of the card, a new account would need to be opened or a bill payment for the balance on the account needed to be issuedPer [redacted] request, the account has been closed and a bill payment in the amount of $was issued to the address on the account on December 28, We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: Complaint date: November 6, 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 informationWe 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 insuranceOn October 30, 2015, Mr [redacted] ’s received his direct deposit.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 I am outraged by the response this company is giving a consumer! This is and anyone can steal someones card information easily by scanning or taking a picture of my debit cardTHERE ARE TOUCH PADS ON ATM'S THAT STEALS CONSUMERS INFORMATIONIn addition, my pin number can easily been stolen or seen by a person behind me or close to me as I used my cardThis incident occurred during tax season, everyone is shopping and spending moneyOTHER banks protect their customers from being robbed but clearly RUSH CARD does not protect theft!! I am applaud that no proof of an investigation has been given to meI have no documentation stating that Rush Card thoroughly investigated this dispute and communicated to the Merchant and the Customer on the details of these unauthorized transactionsI've sent a written letter to corporate and faxed the same letter to Rush Card times to reopen my investigationI've asked for Rush Card to provide the merchant information to me so I can have records of itALL ATM's have camera's, they all have a paper trailRush Card should retrieve a picture of the person that used my card to withdrawal that moneyFile a police report that my card information was stolen and I gave no permission for my money to be withdrawnIt is extremely that my own bank since is not helping me resolve this problemI've done nothing but been a supportive customer for so many years and to be treated like I did something wrong is a disgrace! IT IS UNACCEPTABLE THAT RUSH CARD WILL NOT COMPLETE A THOROUGH INVESTIGATION ON THIS MATTERTHIS COMPLAINT IS NOT CLOSED AND I WILL KEEP WRITING LETTERS AND KEEP FILING FOR MY MONEY TO BE RETURNED TO MEI WILL NOT STOP WRITING ON SOCIAL MEDIA ABOUT THIS OUTRAGE OF INCIDENTSI WILL TAKE THIS AS HIGH AS I POSSIBLY CAN, UP THE CHAIN AND STRAIGHT TO COURTIt is/was absolutely unauthorized , I can't express how being robbed from your own bank feelsWHY ISN'T ANYONE FROM THEIR COMPANY PICKING UP THEIR PHONE AND CONTACTING ME???????!!!!!! WHY IS THIS TAKING SO LONG FOR COMMUNICATION TO HAPPEN??? WHY ARE OTHER AGENCIES, BANKS, AND LAWYERS CONTACTING ME ABOUT MY OUTRAGE OTHER THAN THE BANK THAT ACTUALLY TOOK MY MONEY????!!! On February 24th, Rush Card states ''our position remains unchanged (see previous response below)Thank you[redacted] claimed her card was in her possession when the occurred and the pin was memorized and not sharedWe found no pin changes or invalid pin attempt." 1st- this statement was written so poorly a 8th grader could have said something betterIF MY PIN WAS SHARED WOULD THIS HAVE BEEN RESOLVED ALREADY! IF MY PIN WAS MEMORIZED AND I DIDN'T AUTHORIZE THESE TRANSACTIONS, THEN OBVIOUSLY THE PIN NUMBER WAS STOLEN! If you take a look at the account transactions of that day, there were two ''balance inquiries" prior to the money being withdrawalI was charged $per balance inquiryThis proves that THEY HAD MY PIN # already!!! They checked to see how much money was in my account, they even tried the second time to make sure it was actually thereIT IS UNBELIEVABLE THAT YOU CANT FIND ANY INVALID PIN ATTEMPTS BUT didn't take any interest in the balance inquiries that took place less than min later I WANT A FULL INVESTIGATION TO TAKE PLACEI WANT THE INFORMATION OF THE MERCHANT IN [redacted] THAT OWNS THE ATMI WANT THE ADDRESS OF THE ATM THAT WAS USED AND THE STORE THAT HOLDS THE ATM I WANT A PICTURE OF THE PERSON WHO WITHDRAWAL THIS MONEYI WANT A COPY OF THIS INVESTIGATION TO BE MAILED TO MY SELF AND THE Revdex.comI DEMAND A COPY OF THE HISTORY DATING BACK WHEN I FIRST CALLED IN AND TOLD THE RUSH CARD REPRESENTATIVE THAT MY MONEY WAS STOLEN I WILL NOT BACK DOWN! YOU WILL NOT TAKE MY MONEY AND GET AWAY WITH IT! THIS IS NOT OVER, THIS CASE IS NOT CLOSED!!!!!!!!!!!! [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 Yes I was told that I can still use the old card until the new one arrivedOn August 12, I DID NOT contact Rush Card about a damaged cardIf the card was damaged how can they still advise me to use it? That's contradicting within itself! I contacted Rush Card and sent the necessary documents to change my name due to my name changing due to marriage! Please do not put statements about the situation onlineAlso, my card was not deactivated in error because your Supervisor for Rush Card said that it's Rush Card's policy to deactivate the card when a new one has been orderedAgain an untrue statement on your behalfThe issue still hasn't been correctedI talked to another supervisor yesterday or the day beforeHe stated that the system is still recognizing my old card because the numbers are still the sameTherefore, he sent another card with different numbers so that I may activate it with no issuesI still haven't received itPlease, if information is going to be reported please make sure it's accurate.My card declined when your company sent a text saying that my funds were available and they weren'tI get to the store and get embarrassed because of an error with Rush CardEven if I didn't qualify for the $credit for the referral program, I still haven't received the $creditSo the amount is really irrelevant since I've received nothing!I will never recommend Rush Card to anyone againI have had nothing but issues with Rush Card since JuneThen I see this response with a lot of untruths definately did not help the situation.Regards, [redacted] ***