November 30, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 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. Per response, at this time, our system is up
and running and *** *** has access to her funds and account informationIn
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/After further
research, we show records that *** *** was not affected by the conversion
and her RushCard is working properly*** *** transactions are declining
due to no funds being available on the 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
September 14, 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 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
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.
The money that was supposed to be on the card is not thereMy direct deposit has yet to be put on thereA five hour update has turned into three daysIt has put myself and others in financial binds that we are ultimately responsible for and not Unirust's getting to a point where patience has ran outI still can not get to a customer service repWe were told that everything was back working and it has yet to be proved true.
Regards,
*** ***
..September 2nd, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** *** Complaint number: *** Complaint date: 08/23/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 On August 19th, 2016, *** *** contacted UniRush to file an unauthorized claim on a transaction that occurred on February 08th, *** *** stated her card was in her possession, and she did not authorize merchant to debit her account*** *** was advised to sign the dispute form sent to her email address and sent back to UniRush by the 10th business day to qualify for provision credit.On August 22nd, *** *** claim was denied due to no error foundPer Regulation E discrepancies in the account are to be communicated to the issuing back within from transaction date*** *** failed to do so. We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.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 Rushcard was completely unprofessional and did NOT solve my issueMy job took my check back from them eight days AFTER they didnt post it and kept hanging up on meI have a new card now and will NEVER use Rushcard again.
Regards,
*** ***
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,
*** ***
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 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 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
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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
Ok, for one thing this is not over, I filed a complaint against you, which means you do not get to decide when this is doneYou were caught in multiple lies in your responses to my complaints now you are trying to sweep to all away, by saying that you consider the matter closed, it is not over, it is not closedI can have my call history printed up and put on this site to show everyone that Rushcard has not tried to call meI have not heard anything from RushcardIf what you say is true then in your next response I want you to put the records of when Rushcard called me in itProve itShow me the records of when you called.
Regards,
*** ***
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 MsHphoned me today to inform me that she still has no update to the pending account issueAll documentation submitted has been approvedMsHhas reached out to her management team to review why a check has not been issued and sent to meThere still appears to be some sort of computer problemI have relayed all information to my attorney as appropriateI cannot imagine why it takes almost months to close an account and forward the remaining fundsI have deadlines to meet with closing the account and accounting for the funds as wellI expect a resolution by the end of the weekThat should be plenty of time for their management team to send a check and draw this matter to a close.
Regards,
*** ***
Revdex.com:The business did send me a new card but after three weeks of trying and then legal action pursued I have lost money from work and late payments on my accounts as well as hardship for lack of funds for food, gas, and etcI was sent a new card before this because I had previously requested one Corporate headquarters was emailed for manual activation the supervisor said hours you will be able to use it And still couldn't and they refused yet again to fix them problem because it was out of their ability Customer service for rush has only one number I am pursuing damages with proof to these statements reguarding this businesses function ability to take care of the customers I would be willing to workout an arrangement if it was justice for what I just went through since Thursday of the previous week Spent a whole week without means because they couldn't function as they should of being a prepaid card company and when you call they should have more than options with a person option if need be The lack of communication or track of details I'm giving as well as I should not have to explain my sit uayion more then once or they are not listening to customer concerns they have had many legal actions and complaints against them but now I'm gonna make sure they will be informed.
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,
*** ***
April 17, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: April 16, 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 a dispute form for the unauthorized transaction that was charged to her RushCard account, and she has yet to receive it*** *** would like the dispute form so she can finish processing the dispute Our records indicate that *** *** contacted RushCard customer service and filed a dispute for an unauthorized transaction for $on April 14, On April 14, a dispute form was emailed to *** *** email address on fileOn April 15, *** *** contacted RushCard customer service stating she has not received the dispute form. On April 17, another dispute form was emailed to email address on fileA RushCard corporate representative attempted to contact *** *** to advise her of this information and to let her know that a $credit was posted to her account for the transaction she filed a dispute onA detailed message was left for a callback We 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 Corporate Customer Service
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
I spoke to them againThey allege that I will receivemy provisional credit by 11:pm this evening.They advised the transactions from will not be refunded because of the dateIn addition to my complaint with you all, I will contact the *** State Corporation Commission which oversees banks in the Commonwealth.I appreciate your customer service friendly approach to my complaintI am quite unhappy with the way Rush Card has handled me especially after being with them for years. Have a productive day and a Happy Holidays.
***
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. 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 12,
2015, a transaction in the amount of $from *** was made on *** ***’ RushCard accountThe transaction was credited back onto *** ***’
accountAttached 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
The
Revdex.com
W Seventh St, Suite
Cincinnati
Ohio 45202-
Complaint
ID *** *** ***
April
8,
We
received *** *** complaint regarding access to her funds and the level of
customer service received.
RushCard logs
all customer contact and activity associated with financial cards
On
2/21/*** *** contacted RushCard regarding and unauthorized transaction
on her RushCard accountDue to the account possibly being compromised, a new
card had to be issued out to *** *** while waiting for the dispute to be
filedThe card was sent the same day to the address on the account on
2/21/There is no tracking of card sent regular mail so, unfortunately we
are unable to tell what happened during the transit of that card
On
3/17/*** *** called regarding not receiving her RushCard after the allotted
timeframe of 7-business daysDue to recent account updates, *** *** was
ran through ***, a series of questions pulled from public record, in order
to issue a new card to *** *** via the expedited processA card was issued
to *** *** on 3/17/with fee waived and was activated by her on
3/19/
We
appreciate *** *** feedback. These
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
*** ***
Customer
Service Specialist
June 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: June 23, 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 her card was compromised without proper notification. *** *** also states she wanted her card replacement to be processed expedited and was told there was a $fee. *** *** would like to be compensation for her late fees due to this issueOur records indicate that on June 19, a Risk analyst blocked *** *** RushCard account as a precautionary measure to prevent any unauthorized transactions being made on her accountThe customer was notified via SMS messaging regarding the card status. As of June 23,2017, a replacement card has been processed for *** ***, and the replacement card fee of $has been waived. On June 26, 2017, a RushCard corporate customer service specialist attempted to contact *** *** to advise of the following information We appreciate *** *** feedbackWe do apologize for the inconvenience this has caused RushCard, Corporate 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
December 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: November 8, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, On October 26, 2015, *** *** direct deposit was received and posted to her RushCard accountThe $courtesy credit was provided to *** *** account for the inconvenience of the conversion*** *** received her direct deposit on the effective dateNo other credits will be provided to *** *** account*** *** account has a $balance therefore a bill payment will not be issued and her account has been closed per requestedWe 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 Corporate Customer Service
November 30, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 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. Per response, at this time, our system is up
and running and *** *** has access to her funds and account informationIn
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/After further
research, we show records that *** *** was not affected by the conversion
and her RushCard is working properly*** *** transactions are declining
due to no funds being available on the 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
September 14, 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 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
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:
t's getting to a point where patience has ran outI still can not get to a customer service repWe were told that everything was back working and it has yet to be proved true.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The money that was supposed to be on the card is not thereMy direct deposit has yet to be put on thereA five hour update has turned into three daysIt has put myself and others in financial binds that we are ultimately responsible for and not Unirus
Regards,
*** ***
..September 2nd, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** *** Complaint number: *** Complaint date: 08/23/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 On August 19th, 2016, *** *** contacted UniRush to file an unauthorized claim on a transaction that occurred on February 08th, *** *** stated her card was in her possession, and she did not authorize merchant to debit her account*** *** was advised to sign the dispute form sent to her email address and sent back to UniRush by the 10th business day to qualify for provision credit.On August 22nd, *** *** claim was denied due to no error foundPer Regulation E discrepancies in the account are to be communicated to the issuing back within from transaction date*** *** failed to do so. We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.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 Rushcard was completely unprofessional and did NOT solve my issueMy job took my check back from them eight days AFTER they didnt post it and kept hanging up on meI have a new card now and will NEVER use Rushcard again.
Regards,
*** ***
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,
*** ***
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 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 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
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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
Ok, for one thing this is not over, I filed a complaint against you, which means you do not get to decide when this is doneYou were caught in multiple lies in your responses to my complaints now you are trying to sweep to all away, by saying that you consider the matter closed, it is not over, it is not closedI can have my call history printed up and put on this site to show everyone that Rushcard has not tried to call meI have not heard anything from RushcardIf what you say is true then in your next response I want you to put the records of when Rushcard called me in itProve itShow me the records of when you called.
Regards,
*** ***
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 MsHphoned me today to inform me that she still has no update to the pending account issueAll documentation submitted has been approvedMsHhas reached out to her management team to review why a check has not been issued and sent to meThere still appears to be some sort of computer problemI have relayed all information to my attorney as appropriateI cannot imagine why it takes almost months to close an account and forward the remaining fundsI have deadlines to meet with closing the account and accounting for the funds as wellI expect a resolution by the end of the weekThat should be plenty of time for their management team to send a check and draw this matter to a close.
Regards,
*** ***
Revdex.com:The business did send me a new card but after three weeks of trying and then legal action pursued I have lost money from work and late payments on my accounts as well as hardship for lack of funds for food, gas, and etcI was sent a new card before this because I had previously requested one Corporate headquarters was emailed for manual activation the supervisor said hours you will be able to use it And still couldn't and they refused yet again to fix them problem because it was out of their ability Customer service for rush has only one number I am pursuing damages with proof to these statements reguarding this businesses function ability to take care of the customers I would be willing to workout an arrangement if it was justice for what I just went through since Thursday of the previous week Spent a whole week without means because they couldn't function as they should of being a prepaid card company and when you call they should have more than options with a person option if need be The lack of communication or track of details I'm giving as well as I should not have to explain my sit uayion more then once or they are not listening to customer concerns they have had many legal actions and complaints against them but now I'm gonna make sure they will be informed.
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,
*** ***
April 17, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: April 16, 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 a dispute form for the unauthorized transaction that was charged to her RushCard account, and she has yet to receive it*** *** would like the dispute form so she can finish processing the dispute Our records indicate that *** *** contacted RushCard customer service and filed a dispute for an unauthorized transaction for $on April 14, On April 14, a dispute form was emailed to *** *** email address on fileOn April 15, *** *** contacted RushCard customer service stating she has not received the dispute form. On April 17, another dispute form was emailed to email address on fileA RushCard corporate representative attempted to contact *** *** to advise her of this information and to let her know that a $credit was posted to her account for the transaction she filed a dispute onA detailed message was left for a callback We 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 Corporate Customer Service
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
I spoke to them againThey allege that I will receivemy provisional credit by 11:pm this evening.They advised the transactions from will not be refunded because of the dateIn addition to my complaint with you all, I will contact the *** State Corporation Commission which oversees banks in the Commonwealth.I appreciate your customer service friendly approach to my complaintI am quite unhappy with the way Rush Card has handled me especially after being with them for years. Have a productive day and a Happy Holidays.
***
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. 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 12,
2015, a transaction in the amount of $from *** was made on *** ***’ RushCard accountThe transaction was credited back onto *** ***’
accountAttached 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
The
Revdex.com
W Seventh St, Suite
Cincinnati
Ohio 45202-
Complaint
ID *** *** ***
April
8,
We
received *** *** complaint regarding access to her funds and the level of
customer service received.
RushCard logs
all customer contact and activity associated with financial cards
On
2/21/*** *** contacted RushCard regarding and unauthorized transaction
on her RushCard accountDue to the account possibly being compromised, a new
card had to be issued out to *** *** while waiting for the dispute to be
filedThe card was sent the same day to the address on the account on
2/21/There is no tracking of card sent regular mail so, unfortunately we
are unable to tell what happened during the transit of that card
On
3/17/*** *** called regarding not receiving her RushCard after the allotted
timeframe of 7-business daysDue to recent account updates, *** *** was
ran through ***, a series of questions pulled from public record, in order
to issue a new card to *** *** via the expedited processA card was issued
to *** *** on 3/17/with fee waived and was activated by her on
3/19/
We
appreciate *** *** feedback. These
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
*** ***
Customer
Service Specialist
June 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: June 23, 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 her card was compromised without proper notification. *** *** also states she wanted her card replacement to be processed expedited and was told there was a $fee. *** *** would like to be compensation for her late fees due to this issueOur records indicate that on June 19, a Risk analyst blocked *** *** RushCard account as a precautionary measure to prevent any unauthorized transactions being made on her accountThe customer was notified via SMS messaging regarding the card status. As of June 23,2017, a replacement card has been processed for *** ***, and the replacement card fee of $has been waived. On June 26, 2017, a RushCard corporate customer service specialist attempted to contact *** *** to advise of the following information We appreciate *** *** feedbackWe do apologize for the inconvenience this has caused RushCard, Corporate 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
December 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: November 8, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, On October 26, 2015, *** *** direct deposit was received and posted to her RushCard accountThe $courtesy credit was provided to *** *** account for the inconvenience of the conversion*** *** received her direct deposit on the effective dateNo other credits will be provided to *** *** account*** *** account has a $balance therefore a bill payment will not be issued and her account has been closed per requestedWe 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 Corporate Customer Service