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 Rush card never called meThey falsely revised my credit and stole my $because I files a Revdex.com complaint Regards, [redacted]
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 In [redacted] complaint, she states RushCard did not flag her account when a sequence on unauthorized transactions posted to her accountShe said she filed an unauthorized dispute totaling $1502.00, she was told she will get a refund with ten business day; however, she has yet to receive any refund Our record indicates on March 6, 2017, [redacted] filed an unauthorized dispute on four ATM transactions, posted on February 24th, 2017, totaling $ 1,On March 17, 2017, [redacted] claim was denied, [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 attempts
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted]
Unirush has no additional information to provide regarding this complaintThe issue is also the issue, the disputed transaction found in the customers favor, although her RushCard account is still in the negativeThank you
June 26, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 19, 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 and that she was not notified of this information [redacted] would like to have access to her funds by having a check sent overnight to her On June 5, 2017, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account [redacted] contacted our customer service and was advised per policy and procedure she would need to answer specific identity questions based on public information [redacted] was unsuccessful in answering all questions and thus we require her to submit into us identification documentationWe request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysWe could validate [redacted] state ID and copy of her social security card however, the proof of address is not dated within the last daysA corporate customer service representative contacted [redacted] on June 21, to advise of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. I want my 800 dollars that is suppossed to be on my card. My card nor my Wifes account are working, so you are lying. I want compensation for the issues and I want my money I entrusted your company with. Regards, [redacted] ***
Paperwork and documentation has been sent over to rush card on numerous occasions regarding approved refund and status of equipmentThank you! 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 20, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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 insurance 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
January 14, 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 January 6, 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 received an email regarding that her direct deposit was received but her balance was showing zero on her online account [redacted] also stated that she was unable to get in contact with RushCard customer serviceOn January 6, at 8:51p.m., RushCard received and posted a direct deposit to [redacted] ’ account [redacted] attempted to process two transactions but declined due to insufficient funds [redacted] direct deposit posted to her RushCard account after she attempted to use the card which caused both transactions to be declined [redacted] received her funds and has since used her RushCardWe appreciate [redacted] ’ feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer ServiceOur goal is to provide financial convenience supported by reliable customer serviceSincerely, RushCard Corporate Customer Service
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 31, 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 properlyAfter further research, there is no record that [redacted] ***’ direct deposit was received [redacted] will need to contact the remitter regarding her direct depositWe 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
February 8, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Consumer: [redacted] Complaint number: Complaint date: 3/2/ To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] states in her complaint, that she contacted RushCard to have her address updated [redacted] also states that her name was changed on her RushCard account without her permission [redacted] would like to receive her replacement cardOn February 21, [redacted] contacted RushCard customer service to advise of an unauthorized transactionOn February 23, [redacted] indicated she needed to update her address for the card replacement [redacted] was then advised to send in the required documents which were copies of her Driver’s License, Social Security Card and Proof of Address [redacted] has sent in the required documents, along with a copy of her marriage certificate In the event that RushCard receives any documentation indicating of a name change, the name is changed on the account On February 28, [redacted] name was changed on her RushCard account In addition, [redacted] address was changed to [redacted] on February 8, A RushCard corporate resolutions specialist attempted to contact [redacted] on February 8, to advise of the following information Regards, RushCard Corporate Customer Service
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 29, 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 [redacted] complaint contends that she was unable to get in contact with RushCard customer service [redacted] also would like to be refunded for a $ transaction that was made on her RushCard accountRushCard experienced a significant service interruption on Monday, October 12, related to our processor conversionWe 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 throughOn October 10, 2015, a transaction for $from [redacted] was processed on [redacted] RushCard accountOn October 12, 2015, the transaction settled on the account [redacted] will need to contact the merchant to receive a refundIf [redacted] is unable to resolve the issue with the merchant, she can file a dispute regarding the transaction.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
December 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: 12/04/ To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he states that funds were deducted out of his accountHe is asking for a refund of unauthorized transaction On December 6, [redacted] contacted RushCard to file a disputeHe information RushCard he did not authorize the funds to be removed from his accountCurrently [redacted] case is under investigation, the investigation can take up to days to complete [redacted] is not eligible for a provisional credit as the RushCard did not receive the affidavit of Unauthorized Card Transactions within the business days Regards, RushCard Corporate Customer Service
December 10, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 2, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, On December 2, 2015, [redacted] filed an ACH debit dispute regarding a charge in the amount of $that was deducted from her accountRushCard have not received the signed dispute form back from [redacted] ***On December 3, 2015, the ACH debit dispute form was sent to the email address on the account [redacted] [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claimOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe 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 Customer Service
February 13, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, 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 her sister completed a card to card transfer in error to a wrong account of hers [redacted] would like the card to card transfer to be revered and her account credited back for the funds Per the previous response on February 8, [redacted] contacted RushCard customer service regarding the funds transfer of $and stated that her account and asked for the funds to be transferred to her active account [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her fundsIn addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds The RushCard agent advised they would send a new card out so they could do they could do the transfer [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard, Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I would like to have my complaint addressed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There has still not been a provisional credit appliedThe dispute form as well as the police report has already been receivedI contact Rushcard every day and confirmed that they have received itI contact them every day because I have no trust in the company and I don't want any documents to magically disappearThere still has been no update from the Dispute Dept despite their 24-hour turnaround time Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati OH RE: Case [redacted] April 28, We received [redacted] ’ complaint regarding her application and the level of customer service received RushCard logs all customer contact and activity associated with financial cards I understand the concern [redacted] has regarding her unprocessed applicationFederal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an accountAfter running routine exception reports we have found no error of why [redacted] application was decline, so we have manually processed the application [redacted] will receive her card within 7-business days via regular mailAs a onetime courtesy we will waive the $card fee once [redacted] activates her card We apologize for the inconvenience and frustration this has caused We appreciate [redacted] ’ feedback These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
February 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 16, 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 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 insurance [redacted] ’ complaint states she did not timely receive a replacement card [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account On February 10, 2016, [redacted] contacted RushCard customer service and requested for an expedited replacement card [redacted] contacted customer service again on February 12, 2016, to advise that she didn’t receive her cardDue to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement cardOn February 12, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mailOn February 17, and February 18, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner [redacted] ’ funds were also transfer to her new account ending in *** [redacted] has received her card, express cash and has unrestricted access to her fundsOn February 23, 2016, a customer service specialist attempted to contact [redacted] 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 Corporate Customer Service
Dispute Type: Date Error Reported Unauthorized POS June 18, $ 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 June 30, 2017, provisional credit in the amount of $ 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: ###-###-####
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 Rush card never called meThey falsely revised my credit and stole my $because I files a Revdex.com complaint Regards, [redacted]
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 In [redacted] complaint, she states RushCard did not flag her account when a sequence on unauthorized transactions posted to her accountShe said she filed an unauthorized dispute totaling $1502.00, she was told she will get a refund with ten business day; however, she has yet to receive any refund Our record indicates on March 6, 2017, [redacted] filed an unauthorized dispute on four ATM transactions, posted on February 24th, 2017, totaling $ 1,On March 17, 2017, [redacted] claim was denied, [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 attempts
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted]
Unirush has no additional information to provide regarding this complaintThe issue is also the issue, the disputed transaction found in the customers favor, although her RushCard account is still in the negativeThank you
June 26, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 19, 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 and that she was not notified of this information [redacted] would like to have access to her funds by having a check sent overnight to her On June 5, 2017, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account [redacted] contacted our customer service and was advised per policy and procedure she would need to answer specific identity questions based on public information [redacted] was unsuccessful in answering all questions and thus we require her to submit into us identification documentationWe request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysWe could validate [redacted] state ID and copy of her social security card however, the proof of address is not dated within the last daysA corporate customer service representative contacted [redacted] on June 21, to advise of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. I want my 800 dollars that is suppossed to be on my card. My card nor my Wifes account are working, so you are lying. I want compensation for the issues and I want my money I entrusted your company with. Regards, [redacted] ***
Paperwork and documentation has been sent over to rush card on numerous occasions regarding approved refund and status of equipmentThank you! 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 20, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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 insurance 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
January 14, 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 January 6, 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 received an email regarding that her direct deposit was received but her balance was showing zero on her online account [redacted] also stated that she was unable to get in contact with RushCard customer serviceOn January 6, at 8:51p.m., RushCard received and posted a direct deposit to [redacted] ’ account [redacted] attempted to process two transactions but declined due to insufficient funds [redacted] direct deposit posted to her RushCard account after she attempted to use the card which caused both transactions to be declined [redacted] received her funds and has since used her RushCardWe appreciate [redacted] ’ feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer ServiceOur goal is to provide financial convenience supported by reliable customer serviceSincerely, RushCard Corporate Customer Service
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 31, 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 properlyAfter further research, there is no record that [redacted] ***’ direct deposit was received [redacted] will need to contact the remitter regarding her direct depositWe 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
February 8, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Consumer: [redacted] Complaint number: Complaint date: 3/2/ To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] states in her complaint, that she contacted RushCard to have her address updated [redacted] also states that her name was changed on her RushCard account without her permission [redacted] would like to receive her replacement cardOn February 21, [redacted] contacted RushCard customer service to advise of an unauthorized transactionOn February 23, [redacted] indicated she needed to update her address for the card replacement [redacted] was then advised to send in the required documents which were copies of her Driver’s License, Social Security Card and Proof of Address [redacted] has sent in the required documents, along with a copy of her marriage certificate In the event that RushCard receives any documentation indicating of a name change, the name is changed on the account On February 28, [redacted] name was changed on her RushCard account In addition, [redacted] address was changed to [redacted] on February 8, A RushCard corporate resolutions specialist attempted to contact [redacted] on February 8, to advise of the following information Regards, RushCard Corporate Customer Service
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 29, 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 [redacted] complaint contends that she was unable to get in contact with RushCard customer service [redacted] also would like to be refunded for a $ transaction that was made on her RushCard accountRushCard experienced a significant service interruption on Monday, October 12, related to our processor conversionWe 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 throughOn October 10, 2015, a transaction for $from [redacted] was processed on [redacted] RushCard accountOn October 12, 2015, the transaction settled on the account [redacted] will need to contact the merchant to receive a refundIf [redacted] is unable to resolve the issue with the merchant, she can file a dispute regarding the transaction.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
December 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: 12/04/ To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he states that funds were deducted out of his accountHe is asking for a refund of unauthorized transaction On December 6, [redacted] contacted RushCard to file a disputeHe information RushCard he did not authorize the funds to be removed from his accountCurrently [redacted] case is under investigation, the investigation can take up to days to complete [redacted] is not eligible for a provisional credit as the RushCard did not receive the affidavit of Unauthorized Card Transactions within the business days Regards, RushCard Corporate Customer Service
December 10, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 2, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, On December 2, 2015, [redacted] filed an ACH debit dispute regarding a charge in the amount of $that was deducted from her accountRushCard have not received the signed dispute form back from [redacted] ***On December 3, 2015, the ACH debit dispute form was sent to the email address on the account [redacted] [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claimOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe 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 Customer Service
February 13, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 8, 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 her sister completed a card to card transfer in error to a wrong account of hers [redacted] would like the card to card transfer to be revered and her account credited back for the funds Per the previous response on February 8, [redacted] contacted RushCard customer service regarding the funds transfer of $and stated that her account and asked for the funds to be transferred to her active account [redacted] was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her fundsIn addition, [redacted] could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds The RushCard agent advised they would send a new card out so they could do they could do the transfer [redacted] will be able to correct the Card to Card transfer once she receives the new card for the account they transferred the funds to We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard, Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I would like to have my complaint addressed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There has still not been a provisional credit appliedThe dispute form as well as the police report has already been receivedI contact Rushcard every day and confirmed that they have received itI contact them every day because I have no trust in the company and I don't want any documents to magically disappearThere still has been no update from the Dispute Dept despite their 24-hour turnaround time Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati OH RE: Case [redacted] April 28, We received [redacted] ’ complaint regarding her application and the level of customer service received RushCard logs all customer contact and activity associated with financial cards I understand the concern [redacted] has regarding her unprocessed applicationFederal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an accountAfter running routine exception reports we have found no error of why [redacted] application was decline, so we have manually processed the application [redacted] will receive her card within 7-business days via regular mailAs a onetime courtesy we will waive the $card fee once [redacted] activates her card We apologize for the inconvenience and frustration this has caused We appreciate [redacted] ’ feedback These types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
February 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 16, 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 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 insurance [redacted] ’ complaint states she did not timely receive a replacement card [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account On February 10, 2016, [redacted] contacted RushCard customer service and requested for an expedited replacement card [redacted] contacted customer service again on February 12, 2016, to advise that she didn’t receive her cardDue to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card encountered an error with processing the expedited replacement cardOn February 12, 2016, [redacted] reapplied for another RushCard account processing a replacement card via regular mailOn February 17, and February 18, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner [redacted] ’ funds were also transfer to her new account ending in *** [redacted] has received her card, express cash and has unrestricted access to her fundsOn February 23, 2016, a customer service specialist attempted to contact [redacted] 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 Corporate Customer Service
Dispute Type: Date Error Reported Unauthorized POS June 18, $ 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 June 30, 2017, provisional credit in the amount of $ 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: ###-###-####