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. I do not feel that they compensated me for their inconvenienceI an really upset that they just stop my card and all the referrals that may or may not had of went throughI still feel I should be compensated for the inconvenience, due to there was no reason to cancel my card
Regards,
*** ***
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. customer called stating she rec'd response from business and has faxed them all the info they asked forNot sure
this will help since she previously e-mailed them the same info and nothing happened.
Regards,
*** ***
Revdex.com:
They made me pay for a replacement card and I have never heard from them again on a refund for that card
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 22, 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
January 11, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: January 7, 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. *** *** complaint contends that she requested her name change to her married name and sent in all the documents to have this doneHowever, her name has still not been updated*** *** also contends that one of her direct deposits was returned because of this Our Records indicate that *** *** contacted RushCard on January 6, 2017, and spoke to a customer service agent that advised her that her direct deposit was returned because the names did not match We received the required documents for the name change on January 9, On January 10, *** *** name was corrected on her RushCard account. On January 10, a corporate customer service specialist contacted *** *** to discuss her concerns*** *** indicated she was not able to talk right and would callback us later We appreciate *** *** feedback RushCard Corporate Customer Service
It not resolved because I still have not got back my funds that was taking out my account I have been in touch with someone from *** name *** ** Executive services analyst from *** corporate office that looking into this matter as well because the funds was not return back to who ever account it was that used my card and I also have a lawer looking into as well name *** *** so this complaint is not resolved or close
Revdex.com:
The matter is not resolved I very unsatisfied with their Customer serviceAll the representative did was apologize for the others representatives amf offered to cancel my card with no compensation for what they have sent my yThree for three weeks waiting on money that was promised to meI don't think none of the customer service representative should keep their job not even the on whom contacted me yesterday.I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
August 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: August 26, 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. *** ***’s complaint contends that her payroll deposit from *** via *** was sent to the incorrect account*** *** is stating that she has attempted to contact RushCard regarding this and has not been able to speak to a customer service agent*** *** would like to have her payroll issue resolved On August 29, 2016, a RushCard corporate customer service specialist attempted to contact *** ***, to obtain additional information to assist her with her payroll issueA detailed message was left with a callback number for *** *** to call us back We appreciate *** ***’s feedbackOur goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: ***
*** ***
April 7,
We received *** *** 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
On 2/25/*** *** filed a dispute for multiple
transactions on her accountAll RushCard disputes are handled through our
dedicated dispute team and are worked in the order that they are receivedI am
showing we receive the written dispute form back from *** *** on 3/12/
*** *** was advised of the provisional credit option, but 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***
*** 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 have
also pulled all the calls on the account to insure *** *** was advised of
the correct information
We appreciate *** ***’s 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,
*** ***
Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso no I do not think the team of Rush Card are doing the best they can to help meI didn't receive the dispute form until I made the complaint through the Revdex.com and of it took for me to do that then it is a problemThe representative did not assure me that I would receive a provisional credit on the 10th day it was actually stated to business daysIm very disappointed that I have to wait so long to receive my funds and I have bills and a child to take care of
Regards,
*** ***
October 20,
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
They lying please review the attached document from the previous email I sent the form in well before feband it's been over days I filed the dispute oct and nov and that form wasn't fazed in it was emailed to rush are customer service if need be I can send the email in the next response verifying the date it was sent
Regards,
*** ***
January 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite ***, OH Re: Consumer: *** *** Complaint number: *** Complaint date: December 26, To Whom It May Concern: This letter is in response to the consumer complaint # ***. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint, she states she has several unauthorized transactions totaling She is requesting a refund Our records indicate, *** *** disputed several transactions totaling $On December 4, our disputes department concluded that no error had occurred, and that the transactions were authorized. *** *** had a spending pattern with the merchants prior to the disputed charges and additional charges after the dispute claim. RushCard received a rebuttal letter from *** *** on December 28, which is currently being handled, a letter will be sent *** *** upon completion of the rebuttal process. Regards, RushCard Corporate Customer Service
August 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: August 2, 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. *** *** complaint contends that he still has not received his check that was processed on 8/15/He also states he would like for his check to be it sent to the correct address On August 25, after additional review, RushCard has determined that *** *** check was not received due to a system limitationTherefore, he will not be able to receive the check via mailOn August 25, a RushCard corporate customer service specialist attempted to contact *** *** to offer an express cash for the remaining funds on his accountThe phone number provided in the complaint is not invalidWe will be happy to process the express cash once *** *** contacts our office We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
December 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: December 21, 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. *** *** complaint states that he was unable to access his direct deposit and he could not get in contact with RushCard Customer Service*** *** requested that his employer reverse his direct deposit from his RushCard account*** *** also stated that he made a *** load in the amount of $to his account and do to the fact he had a negative balance the *** load was depleted from his account. *** *** requested for his funds to be loaded back to his account On October 21, 2015, *** *** direct deposit was received and posted to his accountRushCard's history indicates that between October 21, and October 29, several transactions were processed successfullyDue to *** *** request by his employer the direct deposit was reversed from the account on November 2, 2015, which took the account into a negative statusOn December 10, 2015, a *** load in the amount of $was loaded onto *** ***’s account and the funds were depleted due to the negative balance on his accountAttached to the complaint response is a screenshot of the transaction history on *** *** RushCard account We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
All paperwork including approval from *** was sent over to RushCard regarding dispute and amount to be released, nothing else needs to be done on my end because all paperwork were sent to RushcardNot my issue if Rushcard could not properly handle paperworkI'll need someone to call me and to release funds back to meRevdex.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
Regards,
*** ***
October 20,
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 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
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 UniRush, LLC d/b/a Rushcard has their facts all twistedI have stated already to UniRush, LLC that I lost my picture I'D at the same time I lost my RushcardIn my dispute letter it states that I lost my card on "June 8, or June 9, 2016." Furthermore it has been well over a week since I requested the documents that Unirush, PLC used to deny my claim which they are required to provide me "promptly" pursuant to the Cardholder Agreement and the Electronic Funds Transafer ActWhich they STILL have not provided meFinally, I am filing an Arbitration claim against Unirush, PLC today and if they don't respond I will file a lawsuit against them in County CourtWhen In file legal action I am sure they will pay me my money backSee you soon Unirush, LLC
Regards,
*** ***
November 23, 2015VIA ONLINE SUBMISSION:Revdex.com
W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 4,
2015, *** *** filed an unauthorized transaction dispute regarding multiple
charges that were made on her accountOn November 9, 2015, RushCard received the
signed unauthorized transaction dispute form back from *** ***As per the
RushCard Cardholder Agreement, the dispute process may take up to to days
to investigate a claim. On November 20, 2015, a provisional credit in the
amount of $was issued to *** *** accountOnce the claim is
final, *** *** will receive a letter in the mail regarding the outcome of
her disputeWe
appreciate *** *** feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
questionWe will provide notification on the resolution
RushCard Customer
Service
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. I do not feel that they compensated me for their inconvenienceI an really upset that they just stop my card and all the referrals that may or may not had of went throughI still feel I should be compensated for the inconvenience, due to there was no reason to cancel my card
Regards,
*** ***
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. customer called stating she rec'd response from business and has faxed them all the info they asked forNot sure
this will help since she previously e-mailed them the same info and nothing happened.
Regards,
*** ***
Revdex.com:
They made me pay for a replacement card and I have never heard from them again on a refund for that card
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 22, 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
January 11, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: January 7, 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. *** *** complaint contends that she requested her name change to her married name and sent in all the documents to have this doneHowever, her name has still not been updated*** *** also contends that one of her direct deposits was returned because of this Our Records indicate that *** *** contacted RushCard on January 6, 2017, and spoke to a customer service agent that advised her that her direct deposit was returned because the names did not match We received the required documents for the name change on January 9, On January 10, *** *** name was corrected on her RushCard account. On January 10, a corporate customer service specialist contacted *** *** to discuss her concerns*** *** indicated she was not able to talk right and would callback us later We appreciate *** *** feedback RushCard Corporate Customer Service
It not resolved because I still have not got back my funds that was taking out my account I have been in touch with someone from *** name *** ** Executive services analyst from *** corporate office that looking into this matter as well because the funds was not return back to who ever account it was that used my card and I also have a lawer looking into as well name *** *** so this complaint is not resolved or close
Revdex.com:
The matter is not resolved I very unsatisfied with their Customer serviceAll the representative did was apologize for the others representatives amf offered to cancel my card with no compensation for what they have sent my yThree for three weeks waiting on money that was promised to meI don't think none of the customer service representative should keep their job not even the on whom contacted me yesterday.I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
August 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: August 26, 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. *** ***’s complaint contends that her payroll deposit from *** via *** was sent to the incorrect account*** *** is stating that she has attempted to contact RushCard regarding this and has not been able to speak to a customer service agent*** *** would like to have her payroll issue resolved On August 29, 2016, a RushCard corporate customer service specialist attempted to contact *** ***, to obtain additional information to assist her with her payroll issueA detailed message was left with a callback number for *** *** to call us back We appreciate *** ***’s feedbackOur goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: ***
*** ***
April 7,
We received *** *** 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
On 2/25/*** *** filed a dispute for multiple
transactions on her accountAll RushCard disputes are handled through our
dedicated dispute team and are worked in the order that they are receivedI am
showing we receive the written dispute form back from *** *** on 3/12/
*** *** was advised of the provisional credit option, but 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***
*** 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 have
also pulled all the calls on the account to insure *** *** was advised of
the correct information
We appreciate *** ***’s 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,
*** ***
Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso no I do not think the team of Rush Card are doing the best they can to help meI didn't receive the dispute form until I made the complaint through the Revdex.com and of it took for me to do that then it is a problemThe representative did not assure me that I would receive a provisional credit on the 10th day it was actually stated to business daysIm very disappointed that I have to wait so long to receive my funds and I have bills and a child to take care of
Regards,
*** ***
October 20,
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
They lying please review the attached document from the previous email I sent the form in well before feband it's been over days I filed the dispute oct and nov and that form wasn't fazed in it was emailed to rush are customer service if need be I can send the email in the next response verifying the date it was sent
Regards,
*** ***
January 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite ***, OH Re: Consumer: *** *** Complaint number: *** Complaint date: December 26, To Whom It May Concern: This letter is in response to the consumer complaint # ***. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint, she states she has several unauthorized transactions totaling She is requesting a refund Our records indicate, *** *** disputed several transactions totaling $On December 4, our disputes department concluded that no error had occurred, and that the transactions were authorized. *** *** had a spending pattern with the merchants prior to the disputed charges and additional charges after the dispute claim. RushCard received a rebuttal letter from *** *** on December 28, which is currently being handled, a letter will be sent *** *** upon completion of the rebuttal process. Regards, RushCard Corporate Customer Service
August 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: August 2, 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. *** *** complaint contends that he still has not received his check that was processed on 8/15/He also states he would like for his check to be it sent to the correct address On August 25, after additional review, RushCard has determined that *** *** check was not received due to a system limitationTherefore, he will not be able to receive the check via mailOn August 25, a RushCard corporate customer service specialist attempted to contact *** *** to offer an express cash for the remaining funds on his accountThe phone number provided in the complaint is not invalidWe will be happy to process the express cash once *** *** contacts our office We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
December 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: December 21, 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. *** *** complaint states that he was unable to access his direct deposit and he could not get in contact with RushCard Customer Service*** *** requested that his employer reverse his direct deposit from his RushCard account*** *** also stated that he made a *** load in the amount of $to his account and do to the fact he had a negative balance the *** load was depleted from his account. *** *** requested for his funds to be loaded back to his account On October 21, 2015, *** *** direct deposit was received and posted to his accountRushCard's history indicates that between October 21, and October 29, several transactions were processed successfullyDue to *** *** request by his employer the direct deposit was reversed from the account on November 2, 2015, which took the account into a negative statusOn December 10, 2015, a *** load in the amount of $was loaded onto *** ***’s account and the funds were depleted due to the negative balance on his accountAttached to the complaint response is a screenshot of the transaction history on *** *** RushCard account We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
All paperwork including approval from *** was sent over to RushCard regarding dispute and amount to be released, nothing else needs to be done on my end because all paperwork were sent to RushcardNot my issue if Rushcard could not properly handle paperworkI'll need someone to call me and to release funds back to meRevdex.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
Regards,
*** ***
October 20,
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 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
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 UniRush, LLC d/b/a Rushcard has their facts all twistedI have stated already to UniRush, LLC that I lost my picture I'D at the same time I lost my RushcardIn my dispute letter it states that I lost my card on "June 8, or June 9, 2016." Furthermore it has been well over a week since I requested the documents that Unirush, PLC used to deny my claim which they are required to provide me "promptly" pursuant to the Cardholder Agreement and the Electronic Funds Transafer ActWhich they STILL have not provided meFinally, I am filing an Arbitration claim against Unirush, PLC today and if they don't respond I will file a lawsuit against them in County CourtWhen In file legal action I am sure they will pay me my money backSee you soon Unirush, LLC
Regards,
*** ***
November 23, 2015VIA ONLINE SUBMISSION:Revdex.com
W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 4,
2015, *** *** filed an unauthorized transaction dispute regarding multiple
charges that were made on her accountOn November 9, 2015, RushCard received the
signed unauthorized transaction dispute form back from *** ***As per the
RushCard Cardholder Agreement, the dispute process may take up to to days
to investigate a claim. On November 20, 2015, a provisional credit in the
amount of $was issued to *** *** accountOnce the claim is
final, *** *** will receive a letter in the mail regarding the outcome of
her disputeWe
appreciate *** *** feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
questionWe will provide notification on the resolution
RushCard Customer
Service