July 21, 2015 VIA ONLINE SUBMISSION: RevDex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio... 45202 Re: Complaint # 10713506 Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. 10713506, which the RevDex.com® (“BBB”) received from [redacted] , on July 14, 2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she was charged both plan fees to her RushCard account. [redacted] also stated that she received poor customer service when contacting RushCard customer service. On June 24, 2015 [redacted] contacted RushCard customer service to request a switch in plans from the Rush Unlimited Plan to the Pay As You Go Plan. [redacted] contacted RushCard customer service on July 13, 2015 to inquire being charged for both plans in a short amount of time. [redacted] was advised by customer service representatives that she was charged for the $7.95 Rush Unlimited Plan for the month of June and for the month of July was charged $1.00 per transaction for the Pay As You Go Plan. On July 15, 2015, a RushCard Customer Service Specialist contacted [redacted] to advise that she was charged the correct plan fees. In addition as a courtesy, $10.00 of transaction fees were reversed back to [redacted] RushCard account. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service. Our goal is to provide financial convenience supported by reliable customer service. Tyree T. Corporate Customer Service
November 19, 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 Per Response, RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to his 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 A refund credit in the amount of $was issued to [redacted] RushCard account by the merchant on November 2, Additionally, RushCard issued a $courtesy credit to [redacted] ***’ RushCard accountWe 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
September 13, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] ( [redacted] Complaint number: [redacted] Complaint date: September 11, 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 has followed all of RushCard instructions as to the documentation for the remaining funds on [redacted] RushCard account [redacted] also states that she has been contacting RushCard customer service to get updates on the status of the reissuing of the check Our records indicate that a check was sent on August 8, to the address on file On August 23, [redacted] contacted RushCard customer service advising that she had still not received the checkThe agent advised that the check was returned due to incorrect address [redacted] confirmed that the address was correctOn September 11, the check was reissued to the address on filePlease allow 5-business days to receive We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] This company refuses to answer the phone the minute caller ID clicks inIf I call from any other phone they answer, and put me on hold for minutes before I hung upThis is still occurring today despite this companies lies
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 complaintI am now able to access my account but still not a customer service repAn automated call was received but not a live person just to say we are working on the problemI have received two emails from Rushcard advising they can't locate my account and to provide the same information in two separate emails and still no response.I need to speak to someone because there are duplicate transactions against my account that's needs to be rectified and reversedMy email has been the same for five years as well as my accountSo not sure as to why I also never received any updates of any issuesAll information I found was through [redacted] or tweeting [redacted] directly Regards, [redacted]
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 number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that never received notice regarding the changes made with the ATM’s [redacted] states she visited an ATM and was charged out of network fees [redacted] also states she was told that her fess would not be refunded [redacted] would like the $fees refunded to her RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementIn addition, [redacted] can find ATM locations by visiting rushcard.com On 2/13/18, a RushCard corporate resolutions specialist attempted to contact [redacted] to advise her of this informationAs a courtesy an ATM fee of $was waived on 2/13/ We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard Corporate Customer Service
February 19, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurredIf [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####We encourage [redacted] to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requestedWe appreciate [redacted] feedback and sincerely apologize for the inconvenienceWe are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] May 1, We received Mr***’ complaint regarding access to his funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards The final determination of the claim has been found in Mr***’ favorA final credit in the amount of $has been issued to Mr***’ account on 4/24/A letter has been sent to the address on the account of the resolution and the case has been closedWe apologize for any inconvenience this may have caused We appreciate Mr***’ 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
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per Response, at this time, our system is up and running and [redacted] have access to her funds and account information. On November 7, 2015, a Corporate Customer Service Specialist contacted [redacted] to assist with her Rush Goals account issue. [redacted] stated that she now has access to her Rush Goals account. Attached to the complaint response is a screenshot of the funds that were on [redacted] Goals account that was transferred to her RushCard account. [redacted] available balance for her Goals account is $0.00. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
October 22, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
March 3, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Complaint ID: [redacted] Consumer [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on March 2, 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 loaded a $cash load onto her RushCard account on February 22, via [redacted] [redacted] also states that she has not received her funds [redacted] would like for the cash load to be credited to her RushCard account On March 2, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise that her cash load for $was credited to her account on February 22, [redacted] was also educated on the transactions on her account regarding her debits and credits We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com:Thank you for expediting the resolve in this situationI am confident that without your assistance, my money would still be in the hands of UniRush, as it has been for almost the past weeks I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, this experience has demonstrated the lack of professionalism on behalf of this companyI will not continue to use their servicesThey have cost me a tremendous amount of wasted time and money in trying to resolve this issueI do not recommend this company or support their practices Regards, [redacted] ***
June 11, 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 June 3, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she was unable to process a card to card transfer from her RushGoals account to her RushCard account [redacted] stated that she contacted RushCard customer service to assist with resolving her matter but did not receive a resolution On May 27, 2015, [redacted] contacted RushCard customer service to advise that she was unable to process a card to card transfer from her expired RushGoals account ending in [redacted] to her active RushCard account ending in *** RushCard Customer Service Representatives do not have the authority to unblock or renew expired RushGoals accounts The request to transfer the funds was escalated to RushCard Corporate Office on June 4, A RushCard Corporate Customer Service Representative was able to accommodate the request, and $was transferred from [redacted] RushGoals account to her active RushCard account We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly 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/Additionally, the $expedited card fee has been refunded to [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 14,VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio Re: Case # [redacted] Consumer: [redacted] To Whom ItMay Concern: This letter is in response to theattached complaint, Case No [redacted] , whichthe Revdex.com® (“Revdex.com”)received from [redacted] , on October 13, UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transitionWe are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received We have been workingdiligently to get our system back up and running smoothlyCurrently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperlyAt RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when neededWe understand the seriousconsequences when we fail in meeting that expectationA $customerservice credit has been provided to [redacted] account for theinconvenience Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening againRegards, Tyree T.Customer Service Specialist Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
[ Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
May 4, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint Nowhich the Revdex.com® (“Revdex.com”) received from [redacted] on May 4, UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she requested a replacement card and has not received the card as of today [redacted] also states that she needs the funds on her RushCard account as soon as possible On May 3, [redacted] contacted RushCard customer service to have her lost card replaced As policy we have our customers go through verification in the event they have a card replaced after updating their address [redacted] failed verification and per policy according to RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] ***, she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysOn May 4, documents were sent in, the documents were deemed not validOn May 9, a corporate customer service representative attempted to contact [redacted] to advise that additional documentation was needed on the RushCard account We appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, RushCard Corporate Customer Service
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 July 1st, 2016, [redacted] contacted UniRush to file a dispute for ATM cash not received [redacted] explained he went to [redacted] Credit Union to withdraw $from the ATM, however, due to the ATM malfunctions he did not get the funds, and his account showed a debit for $ [redacted] is requesting for a credit into his accountCurrently, the case is under investigationIf the investigation takes longer than business days [redacted] will be issued Provisional credit $by the 10th business dayIt is vital that [redacted] signs the affidavit UniRush sent to him and send it back to the disputes department in order to get provisional credit We appreciate [redacted] ‘s feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
August 18, 2016 VIA ONLINE SUBMISSION: RevDex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] ... Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the RevDex.com® (“BBB”) received from [redacted] August 17, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard disabled his card without telling him. [redacted] also states that he has not received his replacement card. [redacted] needs the funds on his RushCard account. On August 8, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute. [redacted] was transferred to a dispute agent and advised that the card had to be replaced. On August 8, 2016 the replacement card was processed. On August 18, 2016 another replacement card has been processed and express cash issued for the funds on the account. A corporate customer service representative attempted to contact [redacted] to advise of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
July 21, 2015 VIA ONLINE SUBMISSION: RevDex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio... 45202 Re: Complaint # 10713506 Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. 10713506, which the RevDex.com® (“BBB”) received from [redacted] , on July 14, 2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she was charged both plan fees to her RushCard account. [redacted] also stated that she received poor customer service when contacting RushCard customer service. On June 24, 2015 [redacted] contacted RushCard customer service to request a switch in plans from the Rush Unlimited Plan to the Pay As You Go Plan. [redacted] contacted RushCard customer service on July 13, 2015 to inquire being charged for both plans in a short amount of time. [redacted] was advised by customer service representatives that she was charged for the $7.95 Rush Unlimited Plan for the month of June and for the month of July was charged $1.00 per transaction for the Pay As You Go Plan. On July 15, 2015, a RushCard Customer Service Specialist contacted [redacted] to advise that she was charged the correct plan fees. In addition as a courtesy, $10.00 of transaction fees were reversed back to [redacted] RushCard account. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer Service. Our goal is to provide financial convenience supported by reliable customer service. Tyree T. Corporate Customer Service
November 19, 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 Per Response, RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to his 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 A refund credit in the amount of $was issued to [redacted] RushCard account by the merchant on November 2, Additionally, RushCard issued a $courtesy credit to [redacted] ***’ RushCard accountWe 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
September 13, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] ( [redacted] Complaint number: [redacted] Complaint date: September 11, 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 has followed all of RushCard instructions as to the documentation for the remaining funds on [redacted] RushCard account [redacted] also states that she has been contacting RushCard customer service to get updates on the status of the reissuing of the check Our records indicate that a check was sent on August 8, to the address on file On August 23, [redacted] contacted RushCard customer service advising that she had still not received the checkThe agent advised that the check was returned due to incorrect address [redacted] confirmed that the address was correctOn September 11, the check was reissued to the address on filePlease allow 5-business days to receive We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] This company refuses to answer the phone the minute caller ID clicks inIf I call from any other phone they answer, and put me on hold for minutes before I hung upThis is still occurring today despite this companies lies
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 complaintI am now able to access my account but still not a customer service repAn automated call was received but not a live person just to say we are working on the problemI have received two emails from Rushcard advising they can't locate my account and to provide the same information in two separate emails and still no response.I need to speak to someone because there are duplicate transactions against my account that's needs to be rectified and reversedMy email has been the same for five years as well as my accountSo not sure as to why I also never received any updates of any issuesAll information I found was through [redacted] or tweeting [redacted] directly Regards, [redacted]
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 number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that never received notice regarding the changes made with the ATM’s [redacted] states she visited an ATM and was charged out of network fees [redacted] also states she was told that her fess would not be refunded [redacted] would like the $fees refunded to her RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementIn addition, [redacted] can find ATM locations by visiting rushcard.com On 2/13/18, a RushCard corporate resolutions specialist attempted to contact [redacted] to advise her of this informationAs a courtesy an ATM fee of $was waived on 2/13/ We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard Corporate Customer Service
February 19, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per previous response, On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurredIf [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####We encourage [redacted] to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requestedWe appreciate [redacted] feedback and sincerely apologize for the inconvenienceWe are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] May 1, We received Mr***’ complaint regarding access to his funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards The final determination of the claim has been found in Mr***’ favorA final credit in the amount of $has been issued to Mr***’ account on 4/24/A letter has been sent to the address on the account of the resolution and the case has been closedWe apologize for any inconvenience this may have caused We appreciate Mr***’ 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
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per Response, at this time, our system is up and running and [redacted] have access to her funds and account information. On November 7, 2015, a Corporate Customer Service Specialist contacted [redacted] to assist with her Rush Goals account issue. [redacted] stated that she now has access to her Rush Goals account. Attached to the complaint response is a screenshot of the funds that were on [redacted] Goals account that was transferred to her RushCard account. [redacted] available balance for her Goals account is $0.00. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
October 22, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
March 3, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Complaint ID: [redacted] Consumer [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on March 2, 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 loaded a $cash load onto her RushCard account on February 22, via [redacted] [redacted] also states that she has not received her funds [redacted] would like for the cash load to be credited to her RushCard account On March 2, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise that her cash load for $was credited to her account on February 22, [redacted] was also educated on the transactions on her account regarding her debits and credits We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com:Thank you for expediting the resolve in this situationI am confident that without your assistance, my money would still be in the hands of UniRush, as it has been for almost the past weeks I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, this experience has demonstrated the lack of professionalism on behalf of this companyI will not continue to use their servicesThey have cost me a tremendous amount of wasted time and money in trying to resolve this issueI do not recommend this company or support their practices Regards, [redacted] ***
June 11, 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 June 3, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she was unable to process a card to card transfer from her RushGoals account to her RushCard account [redacted] stated that she contacted RushCard customer service to assist with resolving her matter but did not receive a resolution On May 27, 2015, [redacted] contacted RushCard customer service to advise that she was unable to process a card to card transfer from her expired RushGoals account ending in [redacted] to her active RushCard account ending in *** RushCard Customer Service Representatives do not have the authority to unblock or renew expired RushGoals accounts The request to transfer the funds was escalated to RushCard Corporate Office on June 4, A RushCard Corporate Customer Service Representative was able to accommodate the request, and $was transferred from [redacted] RushGoals account to her active RushCard account We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly 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/Additionally, the $expedited card fee has been refunded to [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 14,VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio Re: Case # [redacted] Consumer: [redacted] To Whom ItMay Concern: This letter is in response to theattached complaint, Case No [redacted] , whichthe Revdex.com® (“Revdex.com”)received from [redacted] , on October 13, UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transitionWe are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received We have been workingdiligently to get our system back up and running smoothlyCurrently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperlyAt RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when neededWe understand the seriousconsequences when we fail in meeting that expectationA $customerservice credit has been provided to [redacted] account for theinconvenience Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening againRegards, Tyree T.Customer Service Specialist Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
[ Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
May 4, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint Nowhich the Revdex.com® (“Revdex.com”) received from [redacted] on May 4, UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she requested a replacement card and has not received the card as of today [redacted] also states that she needs the funds on her RushCard account as soon as possible On May 3, [redacted] contacted RushCard customer service to have her lost card replaced As policy we have our customers go through verification in the event they have a card replaced after updating their address [redacted] failed verification and per policy according to RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] ***, she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysOn May 4, documents were sent in, the documents were deemed not validOn May 9, a corporate customer service representative attempted to contact [redacted] to advise that additional documentation was needed on the RushCard account We appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, RushCard Corporate Customer Service
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 July 1st, 2016, [redacted] contacted UniRush to file a dispute for ATM cash not received [redacted] explained he went to [redacted] Credit Union to withdraw $from the ATM, however, due to the ATM malfunctions he did not get the funds, and his account showed a debit for $ [redacted] is requesting for a credit into his accountCurrently, the case is under investigationIf the investigation takes longer than business days [redacted] will be issued Provisional credit $by the 10th business dayIt is vital that [redacted] signs the affidavit UniRush sent to him and send it back to the disputes department in order to get provisional credit We appreciate [redacted] ‘s feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
August 18, 2016 VIA ONLINE SUBMISSION: RevDex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted] ... Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted] which the RevDex.com® (“BBB”) received from [redacted] August 17, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard disabled his card without telling him. [redacted] also states that he has not received his replacement card. [redacted] needs the funds on his RushCard account. On August 8, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute. [redacted] was transferred to a dispute agent and advised that the card had to be replaced. On August 8, 2016 the replacement card was processed. On August 18, 2016 another replacement card has been processed and express cash issued for the funds on the account. A corporate customer service representative attempted to contact [redacted] to advise of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service