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 YOU LIED! I did sent on 10th of Dec and the customer service has been received! its in the system and How dare you kept lying! I have all evidence and it doesn't lies like you do! I'm getting tired of your game and I WANT ALL MY MONEY BACIK PERIOD OR THERE WILL BE A LAWSUIT against Rushcard and would ask for MORE that just what I am expecting HERE THE IT OF RUSHCARD RECIEVED AND EMAILED ME Acknowledge: Rebuttal letter (Ticket# [redacted] ) ITS THE EVIDENCES! NO GAMES AND STOP LYING Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 21, We received [redacted] ’ [redacted] complaint regarding access to her funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards Per response, the dispute form was signed and dated 3/11/by [redacted] and was received on 3/12/Since we did not receive the dispute form back from her within the business days of the dispute being filed, she does not qualify for the provisional credit [redacted] will have to wait for the dispute to be investigated prior to knowing the outcome of a creditDisputes can take 45- days to be resolvedWe apologize for the miscommunication and the frustration that this has caused [redacted] We appreciate [redacted] feedbackThese 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
March 9, 2018 VIA ONLINE SUBMISSION: RevDex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] ... Complaint date: March 8, 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. [redacted] complaint contends that she setup a bill payment to have her auto loan paid. [redacted] indicates that RushCard made a payment to the wrong payee for $379.00. [redacted] also states RushCard refuses to provide the address information of where the bill payment was sent to and will not file a dispute for the transaction. [redacted] would like the bill payment for $379.00 to be refunded to her account. On January 25, 2018 a Bill Payment in the amount of $379.00 was processed to BECU CAR. The bill payment was processed electronically. On February 2, 2018 the bill payment was returned to RushCard. A corporate resolutions specialist contacted [redacted] on March 9,2018 to advise that the bill payment has been credited back to her account. We appreciate [redacted] feedback. RushCard, Corporate Customer Service
February 17, 2016 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number:... [redacted] Complaint date: February 10, 2016 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 receives her direct deposit on Wednesdays, but is now posting to her RushCard account on Thursdays. [redacted] also stated that RushCard advertised that a Tax Refund check could post up to two weeks early. On the February 09, 2016 [redacted] contacted RushCard Customer Service to check on the status of her direct deposit. [redacted] was advised that her direct deposit was not yet received. On February 11, 2016 RushCard received and posted [redacted] direct deposit to her account, with the effective date of February 12, 2016. On February 16, 2016 a RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise her of the direct deposit timeframe. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
This complaint is related to a dispute claim filed on 5/11/– the dispute claim is still openWe have spoken to [redacted] through our call center and our email support team advising her the claim is still openWe have provided her the 45-day timeframe for research and investigation Upon completion, a final letter will be sent to MsConn Thank you, UniRush, LLC TTerrell W., Customer Service Specialist
March 11, 2016 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ... Complaint number: [redacted] Complaint date: March 3, 2016 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. [redacted] ’s complaint states she did not have access to remove funds from an ATM. [redacted] further indicates there was an error message stating her card was expired, but the expiration is for 12/2018. On December 29th, 2015, [redacted] contact RushCard customer service to process a renewal card for card ending in ***. [redacted] received the card replacement and was able to successfully activate and beginning making transactions. On March 3rd, 2016, [redacted] contacted customer service again due to declined transactions. After additional research, it was determined the renewal and expired card generated the same card number which prevented [redacted] from making transactions. A card replacement was issued with a new card number to [redacted] via regular delivery. On March 11, 2016, a corporate customer service specialist contacted [redacted] to process the remaining funds to her account via [redacted] express cash. [redacted] was advised of the new card replacement and advised to contact the corporate office directly to access with activation. We appreciate this feedback and sincerely apologize for the inconvenience this may have caused. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
This customer has spoken with myself and Morgan G. regarding her issue. She has hung up on both of us and over talked me during the entire conversation. We have addressed all her concerns. Thank you, UniRush, LLC Tyree T., Customer Service SpecialistPO Box 42482 Direct: ###-###-####Cincinnati, Ohio 45242
June 29, 2017 VIA ONLINE SUBMISSION: RevDex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] ... Complaint date: June 28, 2017 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. In [redacted] complaint, she states she filed an unauthorized dispute after her card was stolen. She is requesting a refund. Our records indicate on May 31, 2017 to dispute Unauthorized ATM transactions totaling $807. Subsequently on [redacted] dispute form she stated her card was stolen and her pin was memorized and not shared with anyone. Based on the above, the Disputes Team concluded the that the transactions were, in fact, authorized.
December 18, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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] *** 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 $was erroneously debited from her account when the funds were not available.On 12/16/2015, the Error Allegation Dispute concluded in [redacted] favor and she received a credit of $on her RushCard account A letter was sent to [redacted] on 12/17/informing her of the resolution, and as such, we consider this matter resolved Regards, Corporate Customer Service
July 22, 2015 VIA ONLINE SUBMISSION: RevDex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio... 45202 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® (“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] ’s complaint pertains to RushCard not refunding his [redacted] ATM fees back to his RushCard account. [redacted] also stated that he received poor customer service when contacting RushCard customer service. On July 2, 2015, [redacted] contacted RushCard customer service informing that he was charged five [redacted] ATM fees. [redacted] was advised by customer service representatives that this would be escalated to Corporate for fee refunds. We understand that [redacted] has had issues with being charged ATM fees at locations free to our customers. This is an issue that we are working with [redacted] ™ to get rectified. This is not a common or a frequent issue and we apologize for the delay in processing [redacted] request. On July 21, 2015, a RushCard Customer Service Specialist contacted [redacted] to advise that the $20.75 [redacted] ATM fees have been reversed back to his RushCard account. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service he received when contacting RushCard Customer Service. Our goal is to provide financial convenience supported by reliable customer service. Tyree T. Corporate Customer Service
On March 17th,2016, [redacted] contacted UniRush to file a dispute for three unauthorized ATM transactions that occurred on March 15th, and March 16th, at [redacted] ** [redacted] revealed to the dispute agent that her card had been in her possession when the fraudulent transactions occurred and that she changed her card pin number the day before the disputed transactions posted [redacted] was advised to sign the dispute form sent to her email address in order to the provisional credit for the disputed amount, and to either uploaded using her online banking account or fax to the number on the form On March 17th, 2016, after a diligent investigation, UniRush concluded no error found [redacted] frequently uses the ATM where the fraud occurred; she has used it eight times before the fraud transactionsHer home and the location of the fraud are in the same vicinityAlso, the first transaction that occurred after the pin change was the fraudulent transaction If [redacted] has any questions he can contact our customer service team at ###-###-####.We appreciate [redacted] ***’s feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
November 30, VIA 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 Per response, On November 6, 2015, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her accountOn November 9, 2015, RushCard received the signed error allegation dispute form back from [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claimOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe appreciate 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 6, 2016 VIA ONLINE SUBMISSION: RevDex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint... number: [redacted] Complaint date: October 3, 2016 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 has been provided participating ATM locations within the [redacted] network and was unable to locate them according to locations provided. [redacted] is requesting ATM fees accessed on her account refunded. RushCard is provided a [redacted] ATM network in where customers are able to withdraw funds are not accessed fees. The network is provided and locations are provided via [redacted] ’ website [redacted] , we have located the addresses [redacted] has provided in her complaint and based on the website there should be participating [redacted] ATMs available. We are researching her claims of there not being an ATM machine at the locations provided. As a courtesy, however, we have refunded the ATM fees accessed to her account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. 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 complaintThe way Rush Card handles treat their customers and how they take control of there finance without any regards on the affect it may cause them is unfair I have no other choose but to contact IRS for payment Why it takes to weeks for IRS to receive check, what kind of mail system do you have Mail does not take that long to deliver, unless Rush Card plan to hold on to it longer.Has the check been mailed out yet NOT HAPPY would not refer anybody to Rushcard, I would discourage them Regards, [redacted]
October 22, 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 experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 20, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 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, 2015 related to our processor conversion. The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders. In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect. In addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic to the call center. We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through. We worked around the clock to resolve these problems. At this time, our system is up and running and cardholders have access to their funds and account information. A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly. In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy. At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
June 6, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: June 2, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her funds for $is being held because the merchant did not provide the exact amount to be released in the letter that was faxed to RushCard [redacted] is requesting her funds be put back on her RushCardOn June 2, [redacted] contact RushCard regarding her merchant hold releaseShe spoke to a customer service agent that advised her that the letter needed to include the exact amount to be releasedOn June 6, 2016, a RushCard corporate customer service specialist attempted contacted [redacted] and advise her on the merchant hold release policy We appreciate [redacted] feedbackRegards, RushCard Corporate Customer Service
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com 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 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
July 9, 2015 VIA ONLINE SUBMISSION: RevDex.com® 7 W Seventh St Suite 1600 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] on June 27, 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 has sent multiple copies of the documents requested by RushCard and she has been told they are not legible. [redacted] would like the remaining funds to be transferred to a friend’s RushCard account and the account closed. On March 31, 2015, [redacted] RushCard account was blocked due to failed verification when attempting to access the account. As per the 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 30 days. [redacted] began submitting the requested documents to verify her identity on June 23, 2015. We have since reviewed the documents and deemed them invalid. The account is going to remain closed and the remaining tax refund funds will be issued back to the IRS via paper check. On July 8, 2015, an account specialist from the corporate office made another attempt to reach out to [redacted] to explain further steps that need to be taken. The phone numbers on the account are not valid and we are unable to leave a voicemail requesting a call back from the member. We appreciate [redacted] feedback and continuously review our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to resolving [redacted] issue. Regards, Morgan G. 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 YOU LIED! I did sent on 10th of Dec and the customer service has been received! its in the system and How dare you kept lying! I have all evidence and it doesn't lies like you do! I'm getting tired of your game and I WANT ALL MY MONEY BACIK PERIOD OR THERE WILL BE A LAWSUIT against Rushcard and would ask for MORE that just what I am expecting HERE THE I
T OF RUSHCARD RECIEVED AND EMAILED ME Acknowledge: Rebuttal letter (Ticket# [redacted] ) ITS THE EVIDENCES! NO GAMES AND STOP LYING Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] April 21, We received [redacted] ’ [redacted] complaint regarding access to her funds and the level of customer service received Rush Card logs all customer contact and activity associated with financial cards Per response, the dispute form was signed and dated 3/11/by [redacted] and was received on 3/12/Since we did not receive the dispute form back from her within the business days of the dispute being filed, she does not qualify for the provisional credit [redacted] will have to wait for the dispute to be investigated prior to knowing the outcome of a creditDisputes can take 45- days to be resolvedWe apologize for the miscommunication and the frustration that this has caused [redacted] We appreciate [redacted] feedbackThese 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
March 9, 2018 VIA ONLINE SUBMISSION: RevDex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] ... Complaint date: March 8, 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. [redacted] complaint contends that she setup a bill payment to have her auto loan paid. [redacted] indicates that RushCard made a payment to the wrong payee for $379.00. [redacted] also states RushCard refuses to provide the address information of where the bill payment was sent to and will not file a dispute for the transaction. [redacted] would like the bill payment for $379.00 to be refunded to her account. On January 25, 2018 a Bill Payment in the amount of $379.00 was processed to BECU CAR. The bill payment was processed electronically. On February 2, 2018 the bill payment was returned to RushCard. A corporate resolutions specialist contacted [redacted] on March 9,2018 to advise that the bill payment has been credited back to her account. We appreciate [redacted] feedback. RushCard, Corporate Customer Service
February 17, 2016 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number:... [redacted] Complaint date: February 10, 2016 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 receives her direct deposit on Wednesdays, but is now posting to her RushCard account on Thursdays. [redacted] also stated that RushCard advertised that a Tax Refund check could post up to two weeks early. On the February 09, 2016 [redacted] contacted RushCard Customer Service to check on the status of her direct deposit. [redacted] was advised that her direct deposit was not yet received. On February 11, 2016 RushCard received and posted [redacted] direct deposit to her account, with the effective date of February 12, 2016. On February 16, 2016 a RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise her of the direct deposit timeframe. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
This complaint is related to a dispute claim filed on 5/11/– the dispute claim is still openWe have spoken to [redacted] through our call center and our email support team advising her the claim is still openWe have provided her the 45-day timeframe for research and investigation Upon completion, a final letter will be sent to MsConn Thank you, UniRush, LLC TTerrell W., Customer Service Specialist
March 11, 2016 VIA ONLINE SUBMISSION: RevDex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ... Complaint number: [redacted] Complaint date: March 3, 2016 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. [redacted] ’s complaint states she did not have access to remove funds from an ATM. [redacted] further indicates there was an error message stating her card was expired, but the expiration is for 12/2018. On December 29th, 2015, [redacted] contact RushCard customer service to process a renewal card for card ending in ***. [redacted] received the card replacement and was able to successfully activate and beginning making transactions. On March 3rd, 2016, [redacted] contacted customer service again due to declined transactions. After additional research, it was determined the renewal and expired card generated the same card number which prevented [redacted] from making transactions. A card replacement was issued with a new card number to [redacted] via regular delivery. On March 11, 2016, a corporate customer service specialist contacted [redacted] to process the remaining funds to her account via [redacted] express cash. [redacted] was advised of the new card replacement and advised to contact the corporate office directly to access with activation. We appreciate this feedback and sincerely apologize for the inconvenience this may have caused. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
This customer has spoken with myself and Morgan G. regarding her issue. She has hung up on both of us and over talked me during the entire conversation. We have addressed all her concerns. Thank you, UniRush, LLC Tyree T., Customer Service SpecialistPO Box 42482 Direct: ###-###-####Cincinnati, Ohio 45242
June 29, 2017 VIA ONLINE SUBMISSION: RevDex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] ... Complaint date: June 28, 2017 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. In [redacted] complaint, she states she filed an unauthorized dispute after her card was stolen. She is requesting a refund. Our records indicate on May 31, 2017 to dispute Unauthorized ATM transactions totaling $807. Subsequently on [redacted] dispute form she stated her card was stolen and her pin was memorized and not shared with anyone. Based on the above, the Disputes Team concluded the that the transactions were, in fact, authorized.
December 18, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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] *** 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 $was erroneously debited from her account when the funds were not available.On 12/16/2015, the Error Allegation Dispute concluded in [redacted] favor and she received a credit of $on her RushCard account A letter was sent to [redacted] on 12/17/informing her of the resolution, and as such, we consider this matter resolved Regards, Corporate Customer Service
July 22, 2015 VIA ONLINE SUBMISSION: RevDex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio... 45202 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® (“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] ’s complaint pertains to RushCard not refunding his [redacted] ATM fees back to his RushCard account. [redacted] also stated that he received poor customer service when contacting RushCard customer service. On July 2, 2015, [redacted] contacted RushCard customer service informing that he was charged five [redacted] ATM fees. [redacted] was advised by customer service representatives that this would be escalated to Corporate for fee refunds. We understand that [redacted] has had issues with being charged ATM fees at locations free to our customers. This is an issue that we are working with [redacted] ™ to get rectified. This is not a common or a frequent issue and we apologize for the delay in processing [redacted] request. On July 21, 2015, a RushCard Customer Service Specialist contacted [redacted] to advise that the $20.75 [redacted] ATM fees have been reversed back to his RushCard account. We appreciate [redacted] feedback and sincerely apologize for the substandard customer service he received when contacting RushCard Customer Service. Our goal is to provide financial convenience supported by reliable customer service. Tyree T. Corporate Customer Service
On March 17th,2016, [redacted] contacted UniRush to file a dispute for three unauthorized ATM transactions that occurred on March 15th, and March 16th, at [redacted] ** [redacted] revealed to the dispute agent that her card had been in her possession when the fraudulent transactions occurred and that she changed her card pin number the day before the disputed transactions posted [redacted] was advised to sign the dispute form sent to her email address in order to the provisional credit for the disputed amount, and to either uploaded using her online banking account or fax to the number on the form On March 17th, 2016, after a diligent investigation, UniRush concluded no error found [redacted] frequently uses the ATM where the fraud occurred; she has used it eight times before the fraud transactionsHer home and the location of the fraud are in the same vicinityAlso, the first transaction that occurred after the pin change was the fraudulent transaction If [redacted] has any questions he can contact our customer service team at ###-###-####.We appreciate [redacted] ***’s feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
November 30, VIA 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 Per response, On November 6, 2015, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her accountOn November 9, 2015, RushCard received the signed error allegation dispute form back from [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claimOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe appreciate 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 6, 2016 VIA ONLINE SUBMISSION: RevDex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint... number: [redacted] Complaint date: October 3, 2016 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 has been provided participating ATM locations within the [redacted] network and was unable to locate them according to locations provided. [redacted] is requesting ATM fees accessed on her account refunded. RushCard is provided a [redacted] ATM network in where customers are able to withdraw funds are not accessed fees. The network is provided and locations are provided via [redacted] ’ website [redacted] , we have located the addresses [redacted] has provided in her complaint and based on the website there should be participating [redacted] ATMs available. We are researching her claims of there not being an ATM machine at the locations provided. As a courtesy, however, we have refunded the ATM fees accessed to her account. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. 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 complaintThe way Rush Card handles treat their customers and how they take control of there finance without any regards on the affect it may cause them is unfair I have no other choose but to contact IRS for payment Why it takes to weeks for IRS to receive check, what kind of mail system do you have Mail does not take that long to deliver, unless Rush Card plan to hold on to it longer.Has the check been mailed out yet NOT HAPPY would not refer anybody to Rushcard, I would discourage them Regards, [redacted]
October 22, 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 experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 20, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com 7 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, 2015 related to our processor conversion. The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders. In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect. In addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic to the call center. We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through. We worked around the clock to resolve these problems. At this time, our system is up and running and cardholders have access to their funds and account information. A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly. In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy. At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
June 6, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: June 2, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her funds for $is being held because the merchant did not provide the exact amount to be released in the letter that was faxed to RushCard [redacted] is requesting her funds be put back on her RushCardOn June 2, [redacted] contact RushCard regarding her merchant hold releaseShe spoke to a customer service agent that advised her that the letter needed to include the exact amount to be releasedOn June 6, 2016, a RushCard corporate customer service specialist attempted contacted [redacted] and advise her on the merchant hold release policy We appreciate [redacted] feedbackRegards, RushCard Corporate Customer Service
October 23, 2015VIA ONLINE SUBMISSION:RevDex.com 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 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
July 9, 2015 VIA ONLINE SUBMISSION: RevDex.com® 7 W Seventh St Suite 1600 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] on June 27, 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 has sent multiple copies of the documents requested by RushCard and she has been told they are not legible. [redacted] would like the remaining funds to be transferred to a friend’s RushCard account and the account closed. On March 31, 2015, [redacted] RushCard account was blocked due to failed verification when attempting to access the account. As per the 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 30 days. [redacted] began submitting the requested documents to verify her identity on June 23, 2015. We have since reviewed the documents and deemed them invalid. The account is going to remain closed and the remaining tax refund funds will be issued back to the IRS via paper check. On July 8, 2015, an account specialist from the corporate office made another attempt to reach out to [redacted] to explain further steps that need to be taken. The phone numbers on the account are not valid and we are unable to leave a voicemail requesting a call back from the member. We appreciate [redacted] feedback and continuously review our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to resolving [redacted] issue. Regards, Morgan G. Corporate Customer Service