December 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: November 28, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceOn November 28, 2015, an expedited replacement card was issued to the address on the accountOn December 1, 2015, [redacted] contacted RushCard customer service and advised that she did not receive the card replacementOn December 2, 2015, another expedited card was issued to [redacted] address which was received the next business day [redacted] activated her card and has unlimited access to her 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
December 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 22, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she attempted to process a $card to card transfer to a third party [redacted] also stated that the card to card transfer failed and the funds never went back to the third party’s RushCard account On October 14, 2015, [redacted] attempted to process a card to card transfer to a third partyThe card to card transferred failed and no funds were never deducted from [redacted] accountOn December 21, 2015, a RushCard Customer Service Representative verified that the transfer amount of $did not deduct from [redacted] account since the transfer failedA $courtesy credit was issued to [redacted] account for the inconvenience of the conversion We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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 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
May 2, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on May 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 he did not receive his $credit to his RushCard account from the Refer a Friend program [redacted] would like a $credit for the Refer a Friend program to be credited to his RushCard account as well as activation and loading fees towards his friend’s account sent to himOn April 30, [redacted] contacted our customer service center to inquire about the refer a friend credit and provided information regarding his friend’s applicationWe were able to pull the application and we show no record of [redacted] referral code being used during the application processUnfortunately, we are unable to provide [redacted] with a refer a friend credit this time, however we can reopen [redacted] account and he can provide his referral code to potential members with RushCard and if they’re applications are approved he’ll be credited through the Refer A Friend program up to $per year We appreciate [redacted] feedbackWe sincerely apologize for any inconvenience this may have causedCorporate Customer Service
The Revdex.com W Seventh St, Suite Cincinnati Ohio 45202- RE: [redacted] May 7, We received [redacted] ***’ complaint regarding her funds and the level of customer service receivedRushCard logs all customer contact and activity associated with financial cards I completely understand the confusion [redacted] is experiencing with her accountI sincerely apologize that [redacted] was informed that the settled transaction was an error that occurred [redacted] had a hold placed on her account for the amount of the $ATM withdrawal transaction on 4/22/The hold was removed a few days later on 4/24/but the transaction did not settle to the account until 4/29/Transactions usually settles within business days from the merchant but there was a delay in processing the transaction We apologize for the inconvenience that this may have caused and 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
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 The company did finally issue me a credit on 11/10/ Regards, [redacted]
March 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Consumer: [redacted] Complaint number: [redacted] Complaint date: 2/23/ To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she set up part of her payroll check to go to her boyfriend’s (Michael Johnson’s) account, and now RushCard has blocked his account [redacted] further states she was told it was blocked because of 3rd party deposits she has been sending to his account [redacted] states she has been doing that for months and now RushCard wants to stop it [redacted] is requesting an explanation as to how this could be allowed for months and then stoppedShe is requesting the remaining funds be transferred to her other RushCard account or a check sentOur policy on sending Direct Deposits is outlined in the RushCard Cardholder agreement and states as followed: You may not attempt to load your Card with direct deposits designated to another person and only you may load funds to the CardOn 2/13/18, [redacted] contacted RushCard customer service inquiring about 3rd party deposits that have been posting to her boyfriend’ RushCard account in her name [redacted] was advised of the policy regarding 3rd party depositOn 3/2/a RushCard corporate resolution specialist contacted [redacted] to reiterate the policy and advise her that a check for the remaining funds were sent to the address on file [redacted] indicated that she was satisfied with the resolutionWe 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 That's still business days from Mayto june And who is [redacted] ? Refer to you guys terms and conditions and that is not what they stated, they said business daysThe company is a fraud and a fake and I wouldn't recommend anyone to rushcard! They set the terms and conditions: therefore they said 45-days for an outcome; that has nothing to do with an provisional credit Regards, [redacted] ***
October 21, 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
November 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, a $courtesy credit was issued to [redacted] ’ RushCard accountIn addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
VIA ONLINE SUBMISSION:RevDex.com1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Consumer: [redacted] ***Complaint number: # [redacted] Complaint date: 2/23/2018 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. In complaint, [redacted] ***’s complaint states her card has been blocked without contacting her. She has been working for 2 weeks with RushCard to get this issue resolved. [redacted] would like for her address to be updated and a replacement card expedited to the new address so she has access to her funds. On February 17, 2018 [redacted] contacted RushCard and inquired on her account being blocked. Records indicate that the card was closed due to inactivity and a new card was sent out. [redacted] said she no longer lives at that address [redacted] ***. [redacted] was advised to send in the following documentation to update her address on file: Social Security Card, Driver’s License and Proof of Address. As of February 23, 2018, [redacted] faxed all of the required documentation. On February 23, 2018 a card replacement was expedited and [redacted] was informed that the time frame to receive would be 1 to 2 business days. On February 27, 2018 [redacted] contacted RushCard indicating she did not receive the replacement card. On February 28,2018 another card replacement was issued. Per our records [redacted] received the card on March 2, 2018. On March 5, 2018 a RushCard corporate resolution specialist contacted [redacted] to advise of this information. Regards,RushCard Corporate Customer Service
July 19, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 17, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that his direct deposit that he confirm with his payroll department was sent to his RushCard accountHe further states he has not been able to speak to a customer service agent regarding this [redacted] is requesting his deposit be refunded back to him RushCard records indicate that no direct deposit was received for [redacted] Rushcard accountThe last deposit received on the account was on 6/17/RushCard processes electronic deposits in real-time providing access to funds up to two days before the effective date of depositOn July 19, a corporate resolution specialist contacted [redacted] to advise him of this information [redacted] stated that the issue had been resolved and he was working with his employer to obtain the funds We appreciate [redacted] feedback Regards,
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 Good Afternoon, In response to the most recent message you sent the answer is no the company didn't address the issue at hand and was told they are not willing toEvery time I call they say someone will get back to me within hours and no one ever does Thank you for all your help, [redacted]
May 31, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint 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] states in her complaint that her transaction fees totaling $have not been refunded even though the merchant has credited her RushCard account for the two transactions [redacted] is requesting her $be refunded back to her account On May25, [redacted] contacted RushCard customer service and spoke to a customer service agent regarding refunding the $in transactions feesThe agent advised [redacted] that this would escalate to the corporate officeOn May 31, a RushCard corporate specialist contacted [redacted] and explained the process of credit being done via the merchant verses a formal disputeA credit of $was applied to [redacted] account We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
February 8, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Name: [redacted] Complaint number: [redacted] Complaint date: February 6, 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 she was unable to set up her direct deposit with her card number and that the agents she spoke with [redacted] also advised that Rush cards Website advised that she could use the card # to do a direct deposit [redacted] also is upset that she was advised that there is nothing further Rush card could provide On February 5th and 6th, our agents spoke with [redacted] and apologized but a card number was not sufficient for making a direct deposit and that she would need to contact who was doing the deposit and provide the Direct Deposit ID to get the funds otherwise the deposit would not work Also we have provided the Rush card Website information off the main webpage that links and identifies how to place through a direct deposit The link is in yellow and is marked as a FAQs tab in the top right corner of the main page and then scrolling down the list to How do I Direct Deposit? https://www.rushcard.com/faq How do I set up Direct Deposit? Clickhereto learn how to complete and send a Direct Deposit form to your employerIf your employer or benefits provider already provides a direct deposit form, please provide the following information: Routing Number: [redacted] Account Number: Your Deposit ID Number which you can gethereor by texting [redacted] to [redacted] (if enrolled in text alerts) or selecting "Set up Direct Deposit" in the mobile appBank Name [redacted] , Member FDIC We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 28, 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 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/Mr [redacted] has been compensated for the inconvenience and has access to his 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
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've previously contated you about this same promotion offer they told me I needed to load $i did then they changed it to thr first direct depositI have proof from the ladt complaint Regards, [redacted] ***
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 12, 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] *ccount for the inconvenience 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
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: November 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 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 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
I did do business with the company between June and July but I didn’t have any business wit them during September or October and that’s when they took the money from me so It doesn’t explain to me anything Rushcard said they will investigate which they didn’tWith every customer they say the same thing how can that beI would like my money back on my card with a REAL investigation
December 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: November 28, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceOn November 28, 2015, an expedited replacement card was issued to the address on the accountOn December 1, 2015, [redacted] contacted RushCard customer service and advised that she did not receive the card replacementOn December 2, 2015, another expedited card was issued to [redacted] address which was received the next business day [redacted] activated her card and has unlimited access to her 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
December 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 22, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she attempted to process a $card to card transfer to a third party [redacted] also stated that the card to card transfer failed and the funds never went back to the third party’s RushCard account On October 14, 2015, [redacted] attempted to process a card to card transfer to a third partyThe card to card transferred failed and no funds were never deducted from [redacted] accountOn December 21, 2015, a RushCard Customer Service Representative verified that the transfer amount of $did not deduct from [redacted] account since the transfer failedA $courtesy credit was issued to [redacted] account for the inconvenience of the conversion We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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 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
May 2, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on May 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 he did not receive his $credit to his RushCard account from the Refer a Friend program [redacted] would like a $credit for the Refer a Friend program to be credited to his RushCard account as well as activation and loading fees towards his friend’s account sent to himOn April 30, [redacted] contacted our customer service center to inquire about the refer a friend credit and provided information regarding his friend’s applicationWe were able to pull the application and we show no record of [redacted] referral code being used during the application processUnfortunately, we are unable to provide [redacted] with a refer a friend credit this time, however we can reopen [redacted] account and he can provide his referral code to potential members with RushCard and if they’re applications are approved he’ll be credited through the Refer A Friend program up to $per year We appreciate [redacted] feedbackWe sincerely apologize for any inconvenience this may have causedCorporate Customer Service
The Revdex.com W Seventh St, Suite Cincinnati Ohio 45202- RE: [redacted] May 7, We received [redacted] ***’ complaint regarding her funds and the level of customer service receivedRushCard logs all customer contact and activity associated with financial cards I completely understand the confusion [redacted] is experiencing with her accountI sincerely apologize that [redacted] was informed that the settled transaction was an error that occurred [redacted] had a hold placed on her account for the amount of the $ATM withdrawal transaction on 4/22/The hold was removed a few days later on 4/24/but the transaction did not settle to the account until 4/29/Transactions usually settles within business days from the merchant but there was a delay in processing the transaction We apologize for the inconvenience that this may have caused and 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
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 The company did finally issue me a credit on 11/10/ Regards, [redacted]
March 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Consumer: [redacted] Complaint number: [redacted] Complaint date: 2/23/ To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she set up part of her payroll check to go to her boyfriend’s (Michael Johnson’s) account, and now RushCard has blocked his account [redacted] further states she was told it was blocked because of 3rd party deposits she has been sending to his account [redacted] states she has been doing that for months and now RushCard wants to stop it [redacted] is requesting an explanation as to how this could be allowed for months and then stoppedShe is requesting the remaining funds be transferred to her other RushCard account or a check sentOur policy on sending Direct Deposits is outlined in the RushCard Cardholder agreement and states as followed: You may not attempt to load your Card with direct deposits designated to another person and only you may load funds to the CardOn 2/13/18, [redacted] contacted RushCard customer service inquiring about 3rd party deposits that have been posting to her boyfriend’ RushCard account in her name [redacted] was advised of the policy regarding 3rd party depositOn 3/2/a RushCard corporate resolution specialist contacted [redacted] to reiterate the policy and advise her that a check for the remaining funds were sent to the address on file [redacted] indicated that she was satisfied with the resolutionWe 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 That's still business days from Mayto june And who is [redacted] ? Refer to you guys terms and conditions and that is not what they stated, they said business daysThe company is a fraud and a fake and I wouldn't recommend anyone to rushcard! They set the terms and conditions: therefore they said 45-days for an outcome; that has nothing to do with an provisional credit Regards, [redacted] ***
October 21, 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
November 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, a $courtesy credit was issued to [redacted] ’ RushCard accountIn addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
VIA ONLINE SUBMISSION:RevDex.com1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Consumer: [redacted] ***Complaint number: # [redacted] Complaint date: 2/23/2018 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. In complaint, [redacted] ***’s complaint states her card has been blocked without contacting her. She has been working for 2 weeks with RushCard to get this issue resolved. [redacted] would like for her address to be updated and a replacement card expedited to the new address so she has access to her funds. On February 17, 2018 [redacted] contacted RushCard and inquired on her account being blocked. Records indicate that the card was closed due to inactivity and a new card was sent out. [redacted] said she no longer lives at that address [redacted] ***. [redacted] was advised to send in the following documentation to update her address on file: Social Security Card, Driver’s License and Proof of Address. As of February 23, 2018, [redacted] faxed all of the required documentation. On February 23, 2018 a card replacement was expedited and [redacted] was informed that the time frame to receive would be 1 to 2 business days. On February 27, 2018 [redacted] contacted RushCard indicating she did not receive the replacement card. On February 28,2018 another card replacement was issued. Per our records [redacted] received the card on March 2, 2018. On March 5, 2018 a RushCard corporate resolution specialist contacted [redacted] to advise of this information. Regards,RushCard Corporate Customer Service
July 19, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 17, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that his direct deposit that he confirm with his payroll department was sent to his RushCard accountHe further states he has not been able to speak to a customer service agent regarding this [redacted] is requesting his deposit be refunded back to him RushCard records indicate that no direct deposit was received for [redacted] Rushcard accountThe last deposit received on the account was on 6/17/RushCard processes electronic deposits in real-time providing access to funds up to two days before the effective date of depositOn July 19, a corporate resolution specialist contacted [redacted] to advise him of this information [redacted] stated that the issue had been resolved and he was working with his employer to obtain the funds We appreciate [redacted] feedback Regards,
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 Good Afternoon, In response to the most recent message you sent the answer is no the company didn't address the issue at hand and was told they are not willing toEvery time I call they say someone will get back to me within hours and no one ever does Thank you for all your help, [redacted]
May 31, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint 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] states in her complaint that her transaction fees totaling $have not been refunded even though the merchant has credited her RushCard account for the two transactions [redacted] is requesting her $be refunded back to her account On May25, [redacted] contacted RushCard customer service and spoke to a customer service agent regarding refunding the $in transactions feesThe agent advised [redacted] that this would escalate to the corporate officeOn May 31, a RushCard corporate specialist contacted [redacted] and explained the process of credit being done via the merchant verses a formal disputeA credit of $was applied to [redacted] account We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
February 8, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Name: [redacted] Complaint number: [redacted] Complaint date: February 6, 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 she was unable to set up her direct deposit with her card number and that the agents she spoke with [redacted] also advised that Rush cards Website advised that she could use the card # to do a direct deposit [redacted] also is upset that she was advised that there is nothing further Rush card could provide On February 5th and 6th, our agents spoke with [redacted] and apologized but a card number was not sufficient for making a direct deposit and that she would need to contact who was doing the deposit and provide the Direct Deposit ID to get the funds otherwise the deposit would not work Also we have provided the Rush card Website information off the main webpage that links and identifies how to place through a direct deposit The link is in yellow and is marked as a FAQs tab in the top right corner of the main page and then scrolling down the list to How do I Direct Deposit? https://www.rushcard.com/faq How do I set up Direct Deposit? Clickhereto learn how to complete and send a Direct Deposit form to your employerIf your employer or benefits provider already provides a direct deposit form, please provide the following information: Routing Number: [redacted] Account Number: Your Deposit ID Number which you can gethereor by texting [redacted] to [redacted] (if enrolled in text alerts) or selecting "Set up Direct Deposit" in the mobile appBank Name [redacted] , Member FDIC We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
October 28, 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 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/Mr [redacted] has been compensated for the inconvenience and has access to his 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
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've previously contated you about this same promotion offer they told me I needed to load $i did then they changed it to thr first direct depositI have proof from the ladt complaint Regards, [redacted] ***
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 12, 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] *ccount for the inconvenience 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
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: November 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 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 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
I did do business with the company between June and July but I didn’t have any business wit them during September or October and that’s when they took the money from me so It doesn’t explain to me anything Rushcard said they will investigate which they didn’tWith every customer they say the same thing how can that beI would like my money back on my card with a REAL investigation