December 9, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: December 2, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are proactively
reaching out to our customers who were impacted by the outage and confirming
that their cards are working properly.
In addition, as a Thank You to our cardholders for sticking with us, we
have announced a Fee Holiday beginning November 1, and continuing through
February 29, 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 insuranceOn November 18,
2015, a card to card transfer was processed to *** *** RushCard account
from a third party*** *** contacted RushCard customer service and advise
that she was unable to use her cardAn expedited replacement card was issued to
the address on the accountOn November 23, 2015, *** *** contacted RushCard
customer service to advise that she didn’t received her replacement card, therefore
another expedited card was issued*** *** never received the second
replacement cardOn December 4, 2015, a bill payment for the amount of $
was issued to the address on the account and the account was closed*** ***
will received the bill payment within 7-business daysWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
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
In my last reply I asked that you ask Rushcard what dates did they compensate me because they never ever compensated meWhat are the dates they deposited two payments of as they stated in their reply ...it all lies they should be ashamed of themselves for out right lyingI can't provide you proof of my Rushcard transactions without the dates they are claiming to have ever compensated me ,but again Rushcard has never compensated me for steal my money for not showing me correct account balances & causing me to lose my car insuranceWhat proof do you need my cancel insurances my tears I want them to answer to their wrong doingsI have tried calling rush card to get the dates myself and they hang up in my face when I mentioned this was regarding a report to the Revdex.comPlease ask them again "when did you compensate *** *** " and I will provide you guys my transactions for that date so you can see yourself they are lairs
December 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: December 4, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are proactively
reaching out to our customers who were impacted by the outage and confirming
that their cards are working properly.
In addition, as a Thank You to our cardholders for sticking with us, we
have announced a Fee Holiday beginning November 1, and continuing through
February 29, 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 insuranceOn November 30,
2015, a transaction in the amount of $from Wal-Mart was made on *** ***’
RushCard accountThe transaction was credited back onto *** ***’ account
Attached to the complaint response is a screenshot of the transaction being
released back to *** ***’ accountWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Again at rhis point it is not about the hold, It is about how your customer service handled the situation! I want to know the representative who called me is coached on how to speak to human beings!
Regards,
*** ***
RevDex.com
"
line-height:200%,sans-serif>
W Seventh St, Suite
Cincinnati,
Ohio
RE: Complaint
ID *** *** ***
May 5,
We received *** *** complaint regarding the
fees that are associated to her RushCard and the level of customer service
receivedRushCard logs all customer contact and activity associated with
financial cards
*** *** opened her account on 2/3/2015. The Over the Counter Withdrawal Fees are disclosed
at the time of her application, on our website and in the terms and conditions
*** *** received with her card. ***
*** selected our “Pay as You Go” Fee plan.
Under this plan, customers are charged $for each transaction and
$for ATM and Over the Counter cash withdrawals. Under the Pay as You Go plan Transaction Fees
and Over the Counter Fees are capped at $per month. *** *** was not charged for the Over the
Counter transactions she performed in March because she had already exceeded
her transaction limit (The amount of transaction and Over the Counter Fees that
were charged to her account had already exceeded $at the point she made her
transaction.) When *** *** made Over
the Counter transactions in April she had not exceeded her $fee cap at that
point so the fees were correctly chargedWe agree that the customer did not
receive a clear explanation when she spoke with our Customer Service department. A specialist from our corporate office spoke with
*** *** and explained how the fees workThe calls are being reviewed, and proper
training and coaching will be given
We
appreciate *** *** 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
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: 10860407 Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
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
Regards,
*** *** Hello, I want my case to stay open The matter has not been resolved The complaint number is ***Thank you*** ***###-###-####*** * *** ** ***
June 30, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 25, 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 RushCard posted his direct deposit on 5/25/2016, but was not allowed access to his funds until 5/26/ On May 25, 2016, *** *** direct deposit posted to his account at 10:PM EST RushCard post deposits throughout the day as they are received, deposit are not held*** *** funds were available once the deposit post to the account*** *** called on June 24, and spoke to a customer service agent and was advised that earliest we expect his deposit to post is June 29, *** *** deposit posted on June 27, and he had unlimited access to his funds. We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate 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 spoke with Angie(###-###-####) on Thursday, December as she tried to contact ***/*** OfficesWhomever she spoke with conveyed to her that I can make a request online to have the funds refunded back to meHowever, trying to retrieve the refund amounts with Angie proved to be fruitless as I'm get***g an error sta***g that "the refund request could not be processedWe are sorry we are not able to process a refund with the information provided." I have attached a copy for your peruse.As well, the info to be provided was the *** #, my address and the reason for the refundAll refund info entered is correct and just from my end
Regards,
*** ***
September 19, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** *** ***Complaint
number: *** Complaint date: September 15, 2016 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 has put money on the RushCard to pay her *** bill and the payment did not go through. *** *** would also like payment for her pain and suffering and apologies to be made to her utility company. Our records indicate for the dates of June 25, to September 16, 2016, there were numerous declined transactions on the RushCard account ending in *** due to insufficient funds. We are not showing a declined transaction for ***. A deposit will need to be made to the RushCard account for the processing of transactions. On September 16, a corporate customer service representative attempted to contact *** *** to provide this information Regards, RushCard Corporate 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. On May 20, I spoke with *** from corporate office, she was apologetic from what happenedI told her that I've been diligent in contacting their customer service since I filed the complaint on April 25, I just want to make a correction that I have not received "Written Statement of Unauthorized Debit" until this morning through e-mail approximately 7:am from [email protected] do received the "Card Error Allegation" form of April 25th thorough email from *** *** (Member Services Specialist) which I faxed over to Rush Card promptlyI had several follcall with Rush Card customer service which I sure is noted in my account and each time I was given no definite or clear answer*** informed me that they were only waiting for the Written Statement of Unauthorized Debit to further process my caseI told *** that during my several follthis was never brought up to me, I inquire several time what is holding up my account and every time I never got a clear or definite answer.This morning I was assured by *** that my complaint will be taken care of and to fax over the requested documents which I did today 05/20/at 9:am PSTI was informed that they will work it out and that they will have a result by the end of this weekI will wait for any further action from RushCard
Regards,
*** ***
December 29,
VIA ONLINE SUBMISSION:
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint date: October 21,
To Whom It May Concern:
This complaint was settled as an Arbitration Complaint on 12/22/
September 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: September 12, 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 noticed RushCard was charging her a fee $per transaction. *** *** states she called RushCard on 9/11/to get this resolved. *** *** would like for the $transaction fees waived on the account Per the previous response RushCard records indicate that per the application for *** *** that was processed on October 6, 2015, she has signed up for the Pay As You Go Plan. *** *** applied for the RushCard account via the website and chose the Pay As You Go plan. Per cardholder agreement the fees, plan types and descriptions are outlined. *** *** was advised that the transaction fees on her account would not be waived due to this was the plan she has chosen. On September 14, 2017, a RushCard corporate resolutions specialist contacted *** *** to advise of the following information. We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: November 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, and continuing through February 29, 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 Let me begin by saying thank you for rectifying the first part of this complaintHowever, there is still the issue of the 75$ in questionYour assessment of this issue, unfortunately, is incorrectLet's begin on Nov 14, On this date there was a $*** *** payment (reference # ***) credited to my account making my balance $On Nov 15, there was a $debit (card to card transfer out) making my ending balance $On Nov 17, (the date in question) I had a positive balance of $I then made a card to card transfer of $out making my ending balance $This is also the day the card to card transfer of 75$ from *** *** should have posted to my account but as you can see it did notMy ending balance this day should have been and not 26.45$On Nov 21, I received a card to card transfer in from J Rof 25$ making my balance 51.45$On this same day I transferred 25$ out to H Hmaking my ending balance 26.45$On Nov 25, there was a $card to card transfer in from J Rmaking my new balance $On Nov 26, a $card to card transfer in from J Rwas posted to my account making my ending balance $On this same day I transferred $out making my new balance $On Nov 27, there was a merchant fee of for my *** account making my ending balance $On Nov 28, you claim my account was credited 50$ from your company to make up for the $transfer from *** *** that should have been posted on Nov 17, but this is just not trueOn this day there was a 50$ card to card transfer in fromJ Reed posted to my account making my ending balance $This was not a credit from your companyYou are correct that a 50$ transfer out was made on this day to H Hamilton but that was made from a positive balance on my account not from a credit to my account from your company my ending balance after this transfer was 22.46$Nor is the 25$ credit on Nov 29, from your company it is also a card to card transfer in from J Rmaking my ending balance $Again you are correct, there was a 25$ card to card transfer out from my account on this day to H Hbut this transfer was from a positive balance on my account and not from a credit from your companyI also contend that had you made a correction to my account for the 75$ that you failed to post to my account on Nov 17, from *** *** it would have been one correction of 75$ and not two separate transfers of 50$ on the 28th and 25$ on the 29th because that is just not a sound business principalIf you were going to make a correction it would have been at once and it would have shown as a correction to my account just like it did when you corrected the 100$ to my account on Dec 10, Again all the information is here in black and whiteThe information that I have used here came from your web site so you have access to this same informationPlease correct this issue and let's lay this fiasco to restI am still being caused undue stress, missing days at work, and still unable to pay my bills due to not having this money posted to my account
Regards,
*** ***
Revdex.comW Seventh St Suite 1600Cincinnati Ohio 45202 RE: Case *** *** *** *** May 6, We received *** *** complaintregarding the access of her funds and the level of customer servicereceived. RushCard logs all customercontact and
activity associated with financial cards. Wecompletely understand *** *** concern with her dispute that was filed on4/29/for two card to card transfers that were deducted from her accounttotaling $All RushCard disputes are handled through ourdedicated dispute team and are worked in the order that they are received*** dispute was denied on 4/30/Whena dispute claim is investigated and resolved, a letter is sent to thecardholder regarding the outcome of the dispute as well as explains the outcomeof the disputeThis letter was also sent to *** *** to the address we haveon her accountIn order for *** *** dispute claim to be reopened, shewill need to send us a rebuttal letter explaining why she does not agree withthe outcome of the dispute, and any additional information she can provide toalso be investigatedShe will also need to sign this letter and fax back to,###-###-#### Additional,*** *** account has been closed by RushCard due to the denied disputeclaimRushCard reserves the right to close any account that we are no longerable to keep secure*** *** account will not be reopened due to theinitial denied dispute claimWe sincerely apologize for any inconvenience andfrustration this has caused *** *** We appreciate *** *** feedback.These types of issues go directly against our mission of access and inclusionfor everyone and we look to be clearer and avoid similar problems for all ofour customers. Regards, *** ***Customer Service Specialist Tell us why here
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 will continue to pursue this until resolved Your agents have confirmed that they cannot locate the transfer of $from my rush goals to my account They also suggested that because I have been able to prove I had the $in my rush goals and when all was resolved it disappeared, RushCard is to CREDIT my account in the amount of $to resolve this issue once and for all Please do so to close out this complaint!Regards,
*** ***
December 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: December 3, 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 12,
2015, a transaction in the amount of $from *** was made on *** ***’ RushCard accountThe transaction was never deducted from MsEdward’s
accountAttached to the complaint response is another screenshot of the
transaction never being debited and never changed the amount of the available
balanceWe 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.
This is the same thing that they have repeatedly said and my response has not changed I request a supervisor reach me at *** to further discuss this matter as none of my statements have been further investigated a been the fact that the police have a suspect in this case and the fact that multiple hotels have told me someone other than me had stayed there (which is how the police have named a suspect)
Regards,
*** ***
December 9, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: December 2, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are proactively
reaching out to our customers who were impacted by the outage and confirming
that their cards are working properly.
In addition, as a Thank You to our cardholders for sticking with us, we
have announced a Fee Holiday beginning November 1, and continuing through
February 29, 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 insuranceOn November 18,
2015, a card to card transfer was processed to *** *** RushCard account
from a third party*** *** contacted RushCard customer service and advise
that she was unable to use her cardAn expedited replacement card was issued to
the address on the accountOn November 23, 2015, *** *** contacted RushCard
customer service to advise that she didn’t received her replacement card, therefore
another expedited card was issued*** *** never received the second
replacement cardOn December 4, 2015, a bill payment for the amount of $
was issued to the address on the account and the account was closed*** ***
will received the bill payment within 7-business daysWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
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
In my last reply I asked that you ask Rushcard what dates did they compensate me because they never ever compensated meWhat are the dates they deposited two payments of as they stated in their reply ...it all lies they should be ashamed of themselves for out right lyingI can't provide you proof of my Rushcard transactions without the dates they are claiming to have ever compensated me ,but again Rushcard has never compensated me for steal my money for not showing me correct account balances & causing me to lose my car insuranceWhat proof do you need my cancel insurances my tears I want them to answer to their wrong doingsI have tried calling rush card to get the dates myself and they hang up in my face when I mentioned this was regarding a report to the Revdex.comPlease ask them again "when did you compensate *** *** " and I will provide you guys my transactions for that date so you can see yourself they are lairs
December 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: December 4, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are proactively
reaching out to our customers who were impacted by the outage and confirming
that their cards are working properly.
In addition, as a Thank You to our cardholders for sticking with us, we
have announced a Fee Holiday beginning November 1, and continuing through
February 29, 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 insuranceOn November 30,
2015, a transaction in the amount of $from Wal-Mart was made on *** ***’
RushCard accountThe transaction was credited back onto *** ***’ account
Attached to the complaint response is a screenshot of the transaction being
released back to *** ***’ accountWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Again at rhis point it is not about the hold, It is about how your customer service handled the situation! I want to know the representative who called me is coached on how to speak to human beings!
Regards,
*** ***
RevDex.com
"
line-height:200%,sans-serif>
W Seventh St, Suite
Cincinnati,
Ohio
RE: Complaint
ID *** *** ***
May 5,
We received *** *** complaint regarding the
fees that are associated to her RushCard and the level of customer service
receivedRushCard logs all customer contact and activity associated with
financial cards
*** *** opened her account on 2/3/2015. The Over the Counter Withdrawal Fees are disclosed
at the time of her application, on our website and in the terms and conditions
*** *** received with her card. ***
*** selected our “Pay as You Go” Fee plan.
Under this plan, customers are charged $for each transaction and
$for ATM and Over the Counter cash withdrawals. Under the Pay as You Go plan Transaction Fees
and Over the Counter Fees are capped at $per month. *** *** was not charged for the Over the
Counter transactions she performed in March because she had already exceeded
her transaction limit (The amount of transaction and Over the Counter Fees that
were charged to her account had already exceeded $at the point she made her
transaction.) When *** *** made Over
the Counter transactions in April she had not exceeded her $fee cap at that
point so the fees were correctly chargedWe agree that the customer did not
receive a clear explanation when she spoke with our Customer Service department. A specialist from our corporate office spoke with
*** *** and explained how the fees workThe calls are being reviewed, and proper
training and coaching will be given
We
appreciate *** *** 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
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: 10860407 Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
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
Regards,
*** *** Hello, I want my case to stay open The matter has not been resolved The complaint number is ***Thank you*** ***###-###-####*** * *** ** ***
June 30, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 25, 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 RushCard posted his direct deposit on 5/25/2016, but was not allowed access to his funds until 5/26/ On May 25, 2016, *** *** direct deposit posted to his account at 10:PM EST RushCard post deposits throughout the day as they are received, deposit are not held*** *** funds were available once the deposit post to the account*** *** called on June 24, and spoke to a customer service agent and was advised that earliest we expect his deposit to post is June 29, *** *** deposit posted on June 27, and he had unlimited access to his funds. We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate 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 spoke with Angie(###-###-####) on Thursday, December as she tried to contact ***/*** OfficesWhomever she spoke with conveyed to her that I can make a request online to have the funds refunded back to meHowever, trying to retrieve the refund amounts with Angie proved to be fruitless as I'm get***g an error sta***g that "the refund request could not be processedWe are sorry we are not able to process a refund with the information provided." I have attached a copy for your peruse.As well, the info to be provided was the *** #, my address and the reason for the refundAll refund info entered is correct and just from my end
Regards,
*** ***
September 19, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** *** ***Complaint
number: *** Complaint date: September 15, 2016 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 has put money on the RushCard to pay her *** bill and the payment did not go through. *** *** would also like payment for her pain and suffering and apologies to be made to her utility company. Our records indicate for the dates of June 25, to September 16, 2016, there were numerous declined transactions on the RushCard account ending in *** due to insufficient funds. We are not showing a declined transaction for ***. A deposit will need to be made to the RushCard account for the processing of transactions. On September 16, a corporate customer service representative attempted to contact *** *** to provide this information Regards, RushCard Corporate 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. On May 20, I spoke with *** from corporate office, she was apologetic from what happenedI told her that I've been diligent in contacting their customer service since I filed the complaint on April 25, I just want to make a correction that I have not received "Written Statement of Unauthorized Debit" until this morning through e-mail approximately 7:am from [email protected] do received the "Card Error Allegation" form of April 25th thorough email from *** *** (Member Services Specialist) which I faxed over to Rush Card promptlyI had several follcall with Rush Card customer service which I sure is noted in my account and each time I was given no definite or clear answer*** informed me that they were only waiting for the Written Statement of Unauthorized Debit to further process my caseI told *** that during my several follthis was never brought up to me, I inquire several time what is holding up my account and every time I never got a clear or definite answer.This morning I was assured by *** that my complaint will be taken care of and to fax over the requested documents which I did today 05/20/at 9:am PSTI was informed that they will work it out and that they will have a result by the end of this weekI will wait for any further action from RushCard
Regards,
*** ***
December 29,
VIA ONLINE SUBMISSION:
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint date: October 21,
To Whom It May Concern:
This complaint was settled as an Arbitration Complaint on 12/22/
September 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: September 12, 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 noticed RushCard was charging her a fee $per transaction. *** *** states she called RushCard on 9/11/to get this resolved. *** *** would like for the $transaction fees waived on the account Per the previous response RushCard records indicate that per the application for *** *** that was processed on October 6, 2015, she has signed up for the Pay As You Go Plan. *** *** applied for the RushCard account via the website and chose the Pay As You Go plan. Per cardholder agreement the fees, plan types and descriptions are outlined. *** *** was advised that the transaction fees on her account would not be waived due to this was the plan she has chosen. On September 14, 2017, a RushCard corporate resolutions specialist contacted *** *** to advise of the following information. We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: November 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, and continuing through February 29, 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 Let me begin by saying thank you for rectifying the first part of this complaintHowever, there is still the issue of the 75$ in questionYour assessment of this issue, unfortunately, is incorrectLet's begin on Nov 14, On this date there was a $*** *** payment (reference # ***) credited to my account making my balance $On Nov 15, there was a $debit (card to card transfer out) making my ending balance $On Nov 17, (the date in question) I had a positive balance of $I then made a card to card transfer of $out making my ending balance $This is also the day the card to card transfer of 75$ from *** *** should have posted to my account but as you can see it did notMy ending balance this day should have been and not 26.45$On Nov 21, I received a card to card transfer in from J Rof 25$ making my balance 51.45$On this same day I transferred 25$ out to H Hmaking my ending balance 26.45$On Nov 25, there was a $card to card transfer in from J Rmaking my new balance $On Nov 26, a $card to card transfer in from J Rwas posted to my account making my ending balance $On this same day I transferred $out making my new balance $On Nov 27, there was a merchant fee of for my *** account making my ending balance $On Nov 28, you claim my account was credited 50$ from your company to make up for the $transfer from *** *** that should have been posted on Nov 17, but this is just not trueOn this day there was a 50$ card to card transfer in fromJ Reed posted to my account making my ending balance $This was not a credit from your companyYou are correct that a 50$ transfer out was made on this day to H Hamilton but that was made from a positive balance on my account not from a credit to my account from your company my ending balance after this transfer was 22.46$Nor is the 25$ credit on Nov 29, from your company it is also a card to card transfer in from J Rmaking my ending balance $Again you are correct, there was a 25$ card to card transfer out from my account on this day to H Hbut this transfer was from a positive balance on my account and not from a credit from your companyI also contend that had you made a correction to my account for the 75$ that you failed to post to my account on Nov 17, from *** *** it would have been one correction of 75$ and not two separate transfers of 50$ on the 28th and 25$ on the 29th because that is just not a sound business principalIf you were going to make a correction it would have been at once and it would have shown as a correction to my account just like it did when you corrected the 100$ to my account on Dec 10, Again all the information is here in black and whiteThe information that I have used here came from your web site so you have access to this same informationPlease correct this issue and let's lay this fiasco to restI am still being caused undue stress, missing days at work, and still unable to pay my bills due to not having this money posted to my account
Regards,
*** ***
Revdex.comW Seventh St Suite 1600Cincinnati Ohio 45202 RE: Case *** *** *** *** May 6, We received *** *** complaintregarding the access of her funds and the level of customer servicereceived. RushCard logs all customercontact and
activity associated with financial cards. Wecompletely understand *** *** concern with her dispute that was filed on4/29/for two card to card transfers that were deducted from her accounttotaling $All RushCard disputes are handled through ourdedicated dispute team and are worked in the order that they are received*** dispute was denied on 4/30/Whena dispute claim is investigated and resolved, a letter is sent to thecardholder regarding the outcome of the dispute as well as explains the outcomeof the disputeThis letter was also sent to *** *** to the address we haveon her accountIn order for *** *** dispute claim to be reopened, shewill need to send us a rebuttal letter explaining why she does not agree withthe outcome of the dispute, and any additional information she can provide toalso be investigatedShe will also need to sign this letter and fax back to,###-###-#### Additional,*** *** account has been closed by RushCard due to the denied disputeclaimRushCard reserves the right to close any account that we are no longerable to keep secure*** *** account will not be reopened due to theinitial denied dispute claimWe sincerely apologize for any inconvenience andfrustration this has caused *** *** We appreciate *** *** feedback.These types of issues go directly against our mission of access and inclusionfor everyone and we look to be clearer and avoid similar problems for all ofour customers. Regards, *** ***Customer Service Specialist Tell us why here
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 will continue to pursue this until resolved Your agents have confirmed that they cannot locate the transfer of $from my rush goals to my account They also suggested that because I have been able to prove I had the $in my rush goals and when all was resolved it disappeared, RushCard is to CREDIT my account in the amount of $to resolve this issue once and for all Please do so to close out this complaint!Regards,
*** ***
December 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: December 3, 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 12,
2015, a transaction in the amount of $from *** was made on *** ***’ RushCard accountThe transaction was never deducted from MsEdward’s
accountAttached to the complaint response is another screenshot of the
transaction never being debited and never changed the amount of the available
balanceWe 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.
This is the same thing that they have repeatedly said and my response has not changed I request a supervisor reach me at *** to further discuss this matter as none of my statements have been further investigated a been the fact that the police have a suspect in this case and the fact that multiple hotels have told me someone other than me had stayed there (which is how the police have named a suspect)
Regards,
*** ***