November 13, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 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 At this time, our system is up and running and cardholders have access to their funds and account informationOn October 19, 2015, RushCard debited $from [redacted] ***’ account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionWe 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
Hi, my name is [redacted] I just want to say thank you for expeditiously handling my case and having rush card call me to come to a resolution after a whole month of tryingI dont know exactly what it is you guys do to make these negligent companies come to realization, but I definetly appreciate it, and thank you for what you have done Truly thankful, God bless [redacted]
October 26, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 19, 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 8, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 7, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that he contacted RushCard several times regarding his check that was sent on September 12, that he has not received [redacted] states he has not received his check and wants RushCard to reprocess his check On August 1, a check was processed for [redacted] at the address RushCard had on fileOn September 12, the check was stopped and reissued to the address RushCard has on fileOn October 17, [redacted] called to state he had not received the check and needed to updated his addressThe check was sent to the old address and therefore [redacted] did not get his checkOn November 8, 2016, a RushCard corporate specialist contacted [redacted] to provide alternate means for [redacted] to receive is funds due to the error [redacted] agreed to have a money gram of the remaining funds issuedWe have processed a money gram to [redacted] We appreciate [redacted] ’s feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
RevDex.com 7 W Seventh St Suite 1600 Cincinnati OH 45202 RE: Case [redacted] April 7, 2015 We received [redacted] complaint regarding the availability of funds and the level of customer service... received. RushCard logs all customer contact and activity associated with financial cards. [redacted] account was under review by our risk department. Documents were received by for the account in question, but deemed invalid. The remaining funds on the account have been issued back to the IRS via check on 4/3/2015. IT will take 7-10 business days for the IRS to receive the check that was sent. The cardholder will need to contact the IRS in regards to receiving the funds that were issued out to them. 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Good Morning ***, Can we please close this complaint, we have no additional information to provideOur previous response stated the results of our investigation Thank youRush Card Customer Service
In complaint, [redacted] stated on August 30 went to [redacted] savings bank and did an over the counter transaction for $825 and then, on August 31 2016 at 5:11 am there was a second charge of $825 from [redacted] Bank that she did not authorize. she continued, on December 1, 2016, she said she did an over the counter withdraw for $650; however, there was a second debit for $650 out of his account that she did not authorize; which then, cause her account to be negative. RushCard records indicate that on September 9, 2016, [redacted] contacted RushCard to file a dispute for an over the counter transaction that occurred on August 31st ,2016 for $825.00. She claimed the transaction is duplicate, and that she authorized the first one for $825.00 posted on August 30. On September 9, 2016, [redacted] ’s claim was denied. After using the Merchant category code, we concluded no error occurred. The first transaction was done over the counter inside of a banking and the second transaction was done at an ATM. On the second dispute filed on December 2nd, 2016, [redacted] claim she did not get the services she paid for. She said the first withdraw for $650 posted on December 1st is authorized. At this time, the case is pending. [redacted] will be notified by mail by March 6, 2016. We appreciate [redacted] feedback regarding this matter, if [redacted] have any additional questions regarding this complaint, she may contact our customer service number. Regards, RushCard Corporate Customer Service
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 disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted] claim was denied due to pattern of use. Regards,
March 12, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 5, 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 seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he filed a dispute for an ATM transaction posted to his RushCardHe is requesting a refund Our records indicate on March 2, 2018, [redacted] called Rushcard to dispute an ATM transaction, totaling $RushCard does understand the inconvenience [redacted] has experienced in this situationRushCard dispute team is working the claim diligently and the claim will be resolved as quickly as possibleThe provisional credit will be issue on March 27, if the claim is not resolved by that time, the claim is being handled appropriately according to the Regulation E guidelines Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
October 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 1, 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 submitted a claim for the settlement and haven’t received her refund or an update On October 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that she will need to call ###-###-#### or email the settlement group at [redacted] regarding any questions or concerns We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service
February 28, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 21, 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 has not received her payroll direct depositShe further states that she usually gets her deposit on Monday, however, she did not get her deposit on 2/19/because of the holiday [redacted] says it is now her pay day 2/21/and she has still not received her deposit [redacted] is requesting her money immediately Per our Cardholder Agreement, Direct Deposit/ACH, usually same day as received; may be up to days early based upon source of the direct deposit and the timing of the payer funding On 2/20/ [redacted] contacted RushCard customer service to inquire about her payroll deposit [redacted] was advised that RushCard had not received her direct deposit yet [redacted] called our customer service department again on 2/&22/and was advised again that we have yet to receive a direct depositOn 2/28/a corporate resolution specialist contacted [redacted] to advise her she might want to contact her employer to have them trace her deposit, since we still don’t show a direct deposit for herWe also wanted to get clarification on her the deposit process from her employer [redacted] was at work and indicated she would need to call us backA callback number was provided We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs noted in our letter dated August 28, 2017, provisional credit in the amount of $ 500.00 was posted to your accountThis
provisional credit is now permanent and any applicable fee(s) have been reversedWe apologize for any inconvenience this may have caused youIf you have any questions, please contact us at the number belowSincerely, Dispute Resolution Fax: ###-###-####
On June 17th,*** *** contacted UniRush to file a dispute for two unauthorized payments made to *** *** *** ***, posted June 17th, *** *** hung up the phone before the dispute agent was able to gather any additional informationUniRush blocked the compromised card and issued a replacement card and sent it to the address on file*** *** called a few minutes later and spoke with a different agentAgent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account On June 27th, 2016, UniRush used its resources via *** to file a chargebackOn July 10th, 2016, UniRush concluded no error occurredMerchant provided documents showing merchandise was delivered at *** *** address, *** ** *** ** *** *** ** ***Also, *** *** had made four payments to the merchant in the past We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter Regards,
October 25, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: October 24, 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. *** *** complaint states that RushCard closed her account without notice*** *** is requesting her account be reopened an explanation given as to why her account was closed On October 24, 2017, *** *** RushCard account was permanently closed in accordance to RushCard terms and conditionsOn October 24, 2017, *** *** contacted RushCard customer service and spoke to an agent that advised her that her account was close and that a check was sent for the remaining funds to the address on file On October 25, a RushCard corporate resolution specialist contacted *** *** to advise her of this information and to advise that the card would not be reopened*** *** disconnected the call. We appreciate *** *** feedback RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
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 insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Its still unacceptable when I was unable to access my funds bills couldn't get paid and I had to let things go so I need to be compensated for the three days I could not access my fundsI will be filing a civil suit
Regards,
*** ***
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** ***
Complaint number: *** Complaint date: October 19, 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,
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 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
April 5,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati
Ohio 45202
Re: Consumer: *** ***
Complaint number: ***
Complaint date: March 23,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced aboveUniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
Per
previous response, On October 29, 2016, RushCard debited $from *** ***
account to recoup the initial credit issued in advance of the direct deposit
posted on 10/17/RushCard issued two supplementary courtesy credits of $
for the unusual account because of the inconvenience caused by the service
interruptionThere are no funds to be reimbursed to *** ***
RushCard accountOn April 5, 2016, a RushCard customer service specialist
attempted to contact *** *** again to advise him of this information
We
appreciate this feedback and sincerely apologize for the inconvenience this has
caused
RushCard Customer
Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 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 At this time, our system is up and running and cardholders have access to their funds and account informationOn October 19, 2015, RushCard debited $from [redacted] ***’ account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionWe 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
Hi, my name is [redacted] I just want to say thank you for expeditiously handling my case and having rush card call me to come to a resolution after a whole month of tryingI dont know exactly what it is you guys do to make these negligent companies come to realization, but I definetly appreciate it, and thank you for what you have done Truly thankful, God bless [redacted]
October 26, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 19, 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 8, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 7, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that he contacted RushCard several times regarding his check that was sent on September 12, that he has not received [redacted] states he has not received his check and wants RushCard to reprocess his check On August 1, a check was processed for [redacted] at the address RushCard had on fileOn September 12, the check was stopped and reissued to the address RushCard has on fileOn October 17, [redacted] called to state he had not received the check and needed to updated his addressThe check was sent to the old address and therefore [redacted] did not get his checkOn November 8, 2016, a RushCard corporate specialist contacted [redacted] to provide alternate means for [redacted] to receive is funds due to the error [redacted] agreed to have a money gram of the remaining funds issuedWe have processed a money gram to [redacted] We appreciate [redacted] ’s feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
I have STILL yet to receive a card that I was approved for I will not be satisfied until I have a card, in hand
RevDex.com 7 W Seventh St Suite 1600 Cincinnati OH 45202 RE: Case [redacted] April 7, 2015 We received [redacted] complaint regarding the availability of funds and the level of customer service... received. RushCard logs all customer contact and activity associated with financial cards. [redacted] account was under review by our risk department. Documents were received by for the account in question, but deemed invalid. The remaining funds on the account have been issued back to the IRS via check on 4/3/2015. IT will take 7-10 business days for the IRS to receive the check that was sent. The cardholder will need to contact the IRS in regards to receiving the funds that were issued out to them. 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Good Morning ***, Can we please close this complaint, we have no additional information to provideOur previous response stated the results of our investigation Thank youRush Card Customer Service
In complaint, [redacted] stated on August 30 went to [redacted] savings bank and did an over the counter transaction for $825 and then, on August 31 2016 at 5:11 am there was a second charge of $825 from [redacted] Bank that she did not authorize. she continued, on December 1, 2016, she said she did an over the counter withdraw for $650; however, there was a second debit for $650 out of his account that she did not authorize; which then, cause her account to be negative. RushCard records indicate that on September 9, 2016, [redacted] contacted RushCard to file a dispute for an over the counter transaction that occurred on August 31st ,2016 for $825.00. She claimed the transaction is duplicate, and that she authorized the first one for $825.00 posted on August 30. On September 9, 2016, [redacted] ’s claim was denied. After using the Merchant category code, we concluded no error occurred. The first transaction was done over the counter inside of a banking and the second transaction was done at an ATM. On the second dispute filed on December 2nd, 2016, [redacted] claim she did not get the services she paid for. She said the first withdraw for $650 posted on December 1st is authorized. At this time, the case is pending. [redacted] will be notified by mail by March 6, 2016. We appreciate [redacted] feedback regarding this matter, if [redacted] have any additional questions regarding this complaint, she may contact our customer service number. Regards, RushCard Corporate Customer Service
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 disputed unauthorized transactions. She is requesting a refund. Our records indicate on May 01, 2017, [redacted] disputed two unauthorized transactions. In her subsequent dispute form, [redacted] states her card had been in her possession and memorizes her pin number. On June 14, 2017, [redacted] claim was denied due to pattern of use. Regards,
March 12, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 5, 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 seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he filed a dispute for an ATM transaction posted to his RushCardHe is requesting a refund Our records indicate on March 2, 2018, [redacted] called Rushcard to dispute an ATM transaction, totaling $RushCard does understand the inconvenience [redacted] has experienced in this situationRushCard dispute team is working the claim diligently and the claim will be resolved as quickly as possibleThe provisional credit will be issue on March 27, if the claim is not resolved by that time, the claim is being handled appropriately according to the Regulation E guidelines Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
October 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 1, 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 submitted a claim for the settlement and haven’t received her refund or an update On October 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that she will need to call ###-###-#### or email the settlement group at [redacted] regarding any questions or concerns We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service
February 28, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 21, 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 has not received her payroll direct depositShe further states that she usually gets her deposit on Monday, however, she did not get her deposit on 2/19/because of the holiday [redacted] says it is now her pay day 2/21/and she has still not received her deposit [redacted] is requesting her money immediately Per our Cardholder Agreement, Direct Deposit/ACH, usually same day as received; may be up to days early based upon source of the direct deposit and the timing of the payer funding On 2/20/ [redacted] contacted RushCard customer service to inquire about her payroll deposit [redacted] was advised that RushCard had not received her direct deposit yet [redacted] called our customer service department again on 2/&22/and was advised again that we have yet to receive a direct depositOn 2/28/a corporate resolution specialist contacted [redacted] to advise her she might want to contact her employer to have them trace her deposit, since we still don’t show a direct deposit for herWe also wanted to get clarification on her the deposit process from her employer [redacted] was at work and indicated she would need to call us backA callback number was provided We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs noted in our letter dated August 28, 2017, provisional credit in the amount of $ 500.00 was posted to your accountThis
provisional credit is now permanent and any applicable fee(s) have been reversedWe apologize for any inconvenience this may have caused youIf you have any questions, please contact us at the number belowSincerely, Dispute Resolution Fax: ###-###-####
On June 17th,*** *** contacted UniRush to file a dispute for two unauthorized payments made to *** *** *** ***, posted June 17th, *** *** hung up the phone before the dispute agent was able to gather any additional informationUniRush blocked the compromised card and issued a replacement card and sent it to the address on file*** *** called a few minutes later and spoke with a different agentAgent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account On June 27th, 2016, UniRush used its resources via *** to file a chargebackOn July 10th, 2016, UniRush concluded no error occurredMerchant provided documents showing merchandise was delivered at *** *** address, *** ** *** ** *** *** ** ***Also, *** *** had made four payments to the merchant in the past We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter Regards,
October 25, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: October 24, 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. *** *** complaint states that RushCard closed her account without notice*** *** is requesting her account be reopened an explanation given as to why her account was closed On October 24, 2017, *** *** RushCard account was permanently closed in accordance to RushCard terms and conditionsOn October 24, 2017, *** *** contacted RushCard customer service and spoke to an agent that advised her that her account was close and that a check was sent for the remaining funds to the address on file On October 25, a RushCard corporate resolution specialist contacted *** *** to advise her of this information and to advise that the card would not be reopened*** *** disconnected the call. We appreciate *** *** feedback RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
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 insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Its still unacceptable when I was unable to access my funds bills couldn't get paid and I had to let things go so I need to be compensated for the three days I could not access my fundsI will be filing a civil suit
Regards,
*** ***
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** ***
Complaint number: *** Complaint date: October 19, 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,
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 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
April 5,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati
Ohio 45202
Re: Consumer: *** ***
Complaint number: ***
Complaint date: March 23,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced aboveUniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
Per
previous response, On October 29, 2016, RushCard debited $from *** ***
account to recoup the initial credit issued in advance of the direct deposit
posted on 10/17/RushCard issued two supplementary courtesy credits of $
for the unusual account because of the inconvenience caused by the service
interruptionThere are no funds to be reimbursed to *** ***
RushCard accountOn April 5, 2016, a RushCard customer service specialist
attempted to contact *** *** again to advise him of this information
We
appreciate this feedback and sincerely apologize for the inconvenience this has
caused
RushCard Customer
Service