March 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: 3/10/ To Whom It May Concern: This letter is in response to the consumer complaint # Complaint number *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** card had expired and when she called in to change the address on her account she was advised to send in documentation *** *** was explained she needs to fax copies of documents showing proof of identity and proof of current residence (Driver’s license or State ID card and Utility bill). Upon review, what was sent in by *** *** the social security card and drivers license have been received. Althouth the proof of address such as a Utility bill has not been completely received to prove residency for shipping a secure card. We have advised *** *** in several communications that a proof of address is required and been refused to send back in. This is what has delayed the replacement card being sent out on the account. Once we receive a valid proof of address we will be able to complete the replacement card. The document can be loaded though the website or faxed into Rushcard at ###-###-####. In addition, if *** *** is looking to reduce the cost of faxing documents she should be able to take the documents to a local library and fax the documents in for free or a reduced cost. We appreciate *** *** feedback. Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
December 7, 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. Per Response, *** *** has access to his funds and account informationA refund credit in the
amount of $was issued to *** ***’ RushCard account by the merchant on
November 2, Additionally, RushCard issued a $courtesy credit to Mr
***’ RushCard accountIf *** *** have any additional questions or concerns
he may contact our corporate office at ###-###-#### to speak with our customer
service departmentAttached to the response complaint is a screenshot of the
refund that credited to *** ***’ RushCard 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
Regards,
*** *** Hello my name is *** *** I am emailing with an update in the complainti filed against rushcard about a dispute that they refuse to handleaccordingly im providing you with the paperwork and some emails just toshow you how co opperative I have been in resolving the matter since oct I have continusly asked for assistnts of updates and they havenothing ive reached out to the merchant as did the better bussiness beaure.I spoke to a supoervisor by the name of joy who was really helpful intrying to get the matter resolved but the phone was disconnected I calledback an spoke to a repersentative who was not very willing to get mereconnected to a suppervicor name matt then the supervisor I was connectedto was name May she wasnt really pleasent and wasnt interested in helpingat all she hung up on me without there being any resulotion to my matterafter being promised that after bussiness days if the merchant didntrespon my money would be refunded and that has not happened here is proofit has been 45-days with the doccuments I forwards showing communicationthey dont even have an update past dec 18th
October 20, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: October 19, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states she provided the merchant hold release letter RushCard requested for a pre authorization hold. *** *** states RushCard advised her that they were unable to contact the merchant to release the hold*** *** is asking RushCard to change their policy, it is affecting their customers. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that *** *** contacted customer service on October 14, and spoke to an agent that advised her that we would be able release the funds if she were able to provide a Merchant Hold Release LetterOn October 17, 2017, RushCard received the merchant hold release letterRushCard has made several attempts to contact the merchant to confirm the information provided in the letterWe have been unable to make contactOn October 20, a corporate resolution specialist attempted to contact the merchant again, a detailed message was left for a callbackWe attempted to contact *** *** to advise her of this information, a detailed message was left for a callback We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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
January 20, VIA
ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: January 18, 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 has placed a security code on her husband’s RushCard account*** *** is requesting that the security code be removed from her husband’s account Unfortunately, we’re unable to disclose specifics as it relates to our customer’s accounts to third parties without proper permission from the customer in reference to the inquiryHowever, in the event a security codes are needed to be removed/updated we request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysOur Risk team reviews the documents received and upon validation will remove/update the security codes applied to the accountRushCard corporate customer service has attempted to make an outreach to inform *** *** of our policies and procedures We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
December 21, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: October 22, 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 response, 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. *** *** has access to his funds and account informationThere is no records showing *** *** is missing funds from his account*** *** has received his direct deposits that posted to his RushCard 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
March 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: March 4, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she has not been able to delete her payees she has setup. *** *** also states when she tries to cancel her payees she gets an error message. *** *** would like all the payees to be deleted and the amounts to be refunded. On March 5, a RushCard corporate resolutions specialist contacted *** *** to assist with deleting her online bill payments. RushCard spoke with *** *** regarding her payees and directed her to the payee list for deletion. *** *** was advised that the payee *** *** was still active, ** *** has been updated by *** *** and *** *** has been deleted from the payee list. *** *** has been instructed to contact RushCard directly if she continues to have any further issues with her online payees We appreciate *** *** feedback 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
Rush Card took funds from my account and refuses to put them back This money was deposited into my account by my employer.
Regards,
*** ***
This is not at all how it was handled.First of all, I want an explanation of exactly why my card was blocked, just how exactly did I violate any policy? I pay every month to have this account so I expect a thorough explanation as to why MY money was kept from me!Second, this is not at all how things happenedI was miles from home when this company kept my money from me and I immediately started faxing documents minutes after the block the was placedOf course the docs I had were limited as I was on vacation! When I send a valid ID with my home address that should have been the end of it!!! That is MY hard earned money, I should not have to bend over backwards to prove who I am!!! And I absolutely was able to send proof of my ID once I returned home! I sent all sorts of mail, photo ID, rental agreement, and my damn divorce decree and nothing was good enough for these people!! Not only did they put a hold on every penny I had to my name, I also had to put an emergency stop on my direct deposit which left me stranded miles from home and has delayed my pay for the last weeksI also ended up in the hospital with severe anxiety attack, which I thought was a heart attack, caused from the fear of being stranded with no way home!! I had to borrow money from family to get back and also take out loans just to survive since returning home! So *** no, "we will send YOUR money in 7-business days" does not solve my issueI expect interest on MY money, money for my hospital visit, and money for my pain and suffering, which of course I know the Revdex.com can't recover, but this is far from over! I am a hard worker who gets days out of the year to relax and thanks to Rushcard my entire vacation was ruined! I am a freelance worker, so I may get paid or days out of the week, having to put a hold on my earnings while I open a new bank account and get my direct deposit set up has put a toll on this mother of This is not okay!
Revdex.com
W Seventh St Suite
Cincinnati Ohio
RE: Case *** *** ***
May 1,
We received *** *** complaint
regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
Per
response, we completely understand *** *** concern with her dispute that
was filed on 4/17/and her customer service experienceAll
RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are receivedAfter
investigating the dispute we have denied *** *** claim and RushCard is
unable to credit the account*** *** will receive a letter explaining the
denial and can file a dispute for the outcome of the claim by following the
instructions on the letter receivedIf *** *** has any additional
information that she would like to provide, she will need to do so in the
rebuttal letterWe reviewed the calls and the agents provided *** *** the
correct information and followed the proper proceduresWe sincerely apologize
for the frustration this has caused *** ***
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 28,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer:
***
*** Complaint number: *** Complaint date: October 21, 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 22,
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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: March 5, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that RushCard started using another ATM network, and now all the locations are located inside, which is inconvenient*** *** is requesting $be refunded to her account RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementIn addition, *** *** can find ATM locations by visiting rushcard.com. On 3/9/18, a RushCard corporate resolution specialist attempted to contact *** *** to advise her of this informationA detailed message was left for a callback We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer RushCard Corporate Customer Service
Customer called stating the business has not done anything and are saying the same thing over and overShe hasn't been contacted by the business regarding her issues and needs information about what it going on with her account
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
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
February 13, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: *** *** Complaint number: ***
Complaint date: February 9, 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 indicates that RushCard provided incorrect information when she applied for her other account. *** *** states that RushCard advised there was nothing more that needed to be done on the account to deposit her business funds on the account *** *** also states her direct deposit was rejected on February 8th and was not deposited onto her account. *** *** wants an apology from RushCard and compensation for this hardship. On January 19, *** *** contacted RushCard customer service and spoke with an agent to apply for another RushCard. Per the pull call request findings, *** *** did advise the RushCard customer service agent she was applying for the card for her small business. The agent then advised *** *** of the spending limits for the card. During the phone call the agent and *** *** did not discuss direct deposits being received in another nameRushCard does not accept 3rd party depositsAs a result, the 3rd party direct deposit was returned to the remitter. On February 13, a corporate resolutions specialist contacted *** *** to advise of the following information. We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
On September 8th, 2016, *** *** contacted UniRush to file a dispute for online transactions that occurred on September 9th,and September 11th,2016, totaling $*** *** claimed his card had been in his possession when the transactions were initiated*** *** was advised to
sign the dispute form and send it within ten business days from the date of initial dispute. On September 24th, 2016, UniRush successfully received *** *** dispute form On September 15th,2016, UniRush used its resources with *** to file chargebacks on behalf of *** ***The chargebacks are pending*** *** should hear from UniRush within the next days We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
On May, 30th, 2016, *** *** contacted UniRush to file a dispute on a transaction from ABC Workout Anytime, on May 27th, *** *** claimed the transaction was unauthorizedOn June 4th, Unirush issued a new card to *** *** and also explained to get the provisional credit she would need to
send back the affidavit UniRush sent her with her signature within the first ten business days of the dispute*** *** never sent an affidavit to UniRush; however, Unirush preceded with the investigation by using *** resources in the effort to recover the fundsOn July 30th, 2016, UniRush issued the credit to *** *** RushCard account of $and permanently closed the dispute caseWe appreciate *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
March 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: 3/10/ To Whom It May Concern: This letter is in response to the consumer complaint # Complaint number *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** card had expired and when she called in to change the address on her account she was advised to send in documentation *** *** was explained she needs to fax copies of documents showing proof of identity and proof of current residence (Driver’s license or State ID card and Utility bill). Upon review, what was sent in by *** *** the social security card and drivers license have been received. Althouth the proof of address such as a Utility bill has not been completely received to prove residency for shipping a secure card. We have advised *** *** in several communications that a proof of address is required and been refused to send back in. This is what has delayed the replacement card being sent out on the account. Once we receive a valid proof of address we will be able to complete the replacement card. The document can be loaded though the website or faxed into Rushcard at ###-###-####. In addition, if *** *** is looking to reduce the cost of faxing documents she should be able to take the documents to a local library and fax the documents in for free or a reduced cost. We appreciate *** *** feedback. Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
December 7, 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. Per Response, *** *** has access to his funds and account informationA refund credit in the
amount of $was issued to *** ***’ RushCard account by the merchant on
November 2, Additionally, RushCard issued a $courtesy credit to Mr
***’ RushCard accountIf *** *** have any additional questions or concerns
he may contact our corporate office at ###-###-#### to speak with our customer
service departmentAttached to the response complaint is a screenshot of the
refund that credited to *** ***’ RushCard 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
Regards,
*** *** Hello my name is *** *** I am emailing with an update in the complainti filed against rushcard about a dispute that they refuse to handleaccordingly im providing you with the paperwork and some emails just toshow you how co opperative I have been in resolving the matter since oct I have continusly asked for assistnts of updates and they havenothing ive reached out to the merchant as did the better bussiness beaure.I spoke to a supoervisor by the name of joy who was really helpful intrying to get the matter resolved but the phone was disconnected I calledback an spoke to a repersentative who was not very willing to get mereconnected to a suppervicor name matt then the supervisor I was connectedto was name May she wasnt really pleasent and wasnt interested in helpingat all she hung up on me without there being any resulotion to my matterafter being promised that after bussiness days if the merchant didntrespon my money would be refunded and that has not happened here is proofit has been 45-days with the doccuments I forwards showing communicationthey dont even have an update past dec 18th
October 20, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: October 19, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states she provided the merchant hold release letter RushCard requested for a pre authorization hold. *** *** states RushCard advised her that they were unable to contact the merchant to release the hold*** *** is asking RushCard to change their policy, it is affecting their customers. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that *** *** contacted customer service on October 14, and spoke to an agent that advised her that we would be able release the funds if she were able to provide a Merchant Hold Release LetterOn October 17, 2017, RushCard received the merchant hold release letterRushCard has made several attempts to contact the merchant to confirm the information provided in the letterWe have been unable to make contactOn October 20, a corporate resolution specialist attempted to contact the merchant again, a detailed message was left for a callbackWe attempted to contact *** *** to advise her of this information, a detailed message was left for a callback We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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
January 20, VIA
ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: January 18, 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 has placed a security code on her husband’s RushCard account*** *** is requesting that the security code be removed from her husband’s account Unfortunately, we’re unable to disclose specifics as it relates to our customer’s accounts to third parties without proper permission from the customer in reference to the inquiryHowever, in the event a security codes are needed to be removed/updated we request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysOur Risk team reviews the documents received and upon validation will remove/update the security codes applied to the accountRushCard corporate customer service has attempted to make an outreach to inform *** *** of our policies and procedures We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
December 21, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: October 22, 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 response, 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. *** *** has access to his funds and account informationThere is no records showing *** *** is missing funds from his account*** *** has received his direct deposits that posted to his RushCard 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
March 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: March 4, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she has not been able to delete her payees she has setup. *** *** also states when she tries to cancel her payees she gets an error message. *** *** would like all the payees to be deleted and the amounts to be refunded. On March 5, a RushCard corporate resolutions specialist contacted *** *** to assist with deleting her online bill payments. RushCard spoke with *** *** regarding her payees and directed her to the payee list for deletion. *** *** was advised that the payee *** *** was still active, ** *** has been updated by *** *** and *** *** has been deleted from the payee list. *** *** has been instructed to contact RushCard directly if she continues to have any further issues with her online payees We appreciate *** *** feedback 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
Rush Card took funds from my account and refuses to put them back This money was deposited into my account by my employer.
Regards,
*** ***
This is not at all how it was handled.First of all, I want an explanation of exactly why my card was blocked, just how exactly did I violate any policy? I pay every month to have this account so I expect a thorough explanation as to why MY money was kept from me!Second, this is not at all how things happenedI was miles from home when this company kept my money from me and I immediately started faxing documents minutes after the block the was placedOf course the docs I had were limited as I was on vacation! When I send a valid ID with my home address that should have been the end of it!!! That is MY hard earned money, I should not have to bend over backwards to prove who I am!!! And I absolutely was able to send proof of my ID once I returned home! I sent all sorts of mail, photo ID, rental agreement, and my damn divorce decree and nothing was good enough for these people!! Not only did they put a hold on every penny I had to my name, I also had to put an emergency stop on my direct deposit which left me stranded miles from home and has delayed my pay for the last weeksI also ended up in the hospital with severe anxiety attack, which I thought was a heart attack, caused from the fear of being stranded with no way home!! I had to borrow money from family to get back and also take out loans just to survive since returning home! So *** no, "we will send YOUR money in 7-business days" does not solve my issueI expect interest on MY money, money for my hospital visit, and money for my pain and suffering, which of course I know the Revdex.com can't recover, but this is far from over! I am a hard worker who gets days out of the year to relax and thanks to Rushcard my entire vacation was ruined! I am a freelance worker, so I may get paid or days out of the week, having to put a hold on my earnings while I open a new bank account and get my direct deposit set up has put a toll on this mother of This is not okay!
Revdex.com
W Seventh St Suite
Cincinnati Ohio
RE: Case *** *** ***
May 1,
We received *** *** complaint
regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
Per
response, we completely understand *** *** concern with her dispute that
was filed on 4/17/and her customer service experienceAll
RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are receivedAfter
investigating the dispute we have denied *** *** claim and RushCard is
unable to credit the account*** *** will receive a letter explaining the
denial and can file a dispute for the outcome of the claim by following the
instructions on the letter receivedIf *** *** has any additional
information that she would like to provide, she will need to do so in the
rebuttal letterWe reviewed the calls and the agents provided *** *** the
correct information and followed the proper proceduresWe sincerely apologize
for the frustration this has caused *** ***
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 28,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer:
***
*** Complaint number: *** Complaint date: October 21, 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 22,
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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: March 5, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that RushCard started using another ATM network, and now all the locations are located inside, which is inconvenient*** *** is requesting $be refunded to her account RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementIn addition, *** *** can find ATM locations by visiting rushcard.com. On 3/9/18, a RushCard corporate resolution specialist attempted to contact *** *** to advise her of this informationA detailed message was left for a callback We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer RushCard Corporate Customer Service
Customer called stating the business has not done anything and are saying the same thing over and overShe hasn't been contacted by the business regarding her issues and needs information about what it going on with her account
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
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
February 13, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: *** *** Complaint number: ***
Complaint date: February 9, 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 indicates that RushCard provided incorrect information when she applied for her other account. *** *** states that RushCard advised there was nothing more that needed to be done on the account to deposit her business funds on the account *** *** also states her direct deposit was rejected on February 8th and was not deposited onto her account. *** *** wants an apology from RushCard and compensation for this hardship. On January 19, *** *** contacted RushCard customer service and spoke with an agent to apply for another RushCard. Per the pull call request findings, *** *** did advise the RushCard customer service agent she was applying for the card for her small business. The agent then advised *** *** of the spending limits for the card. During the phone call the agent and *** *** did not discuss direct deposits being received in another nameRushCard does not accept 3rd party depositsAs a result, the 3rd party direct deposit was returned to the remitter. On February 13, a corporate resolutions specialist contacted *** *** to advise of the following information. We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
On September 8th, 2016, *** *** contacted UniRush to file a dispute for online transactions that occurred on September 9th,and September 11th,2016, totaling $*** *** claimed his card had been in his possession when the transactions were initiated*** *** was advised to
sign the dispute form and send it within ten business days from the date of initial dispute. On September 24th, 2016, UniRush successfully received *** *** dispute form On September 15th,2016, UniRush used its resources with *** to file chargebacks on behalf of *** ***The chargebacks are pending*** *** should hear from UniRush within the next days We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
On May, 30th, 2016, *** *** contacted UniRush to file a dispute on a transaction from ABC Workout Anytime, on May 27th, *** *** claimed the transaction was unauthorizedOn June 4th, Unirush issued a new card to *** *** and also explained to get the provisional credit she would need to
send back the affidavit UniRush sent her with her signature within the first ten business days of the dispute*** *** never sent an affidavit to UniRush; however, Unirush preceded with the investigation by using *** resources in the effort to recover the fundsOn July 30th, 2016, UniRush issued the credit to *** *** RushCard account of $and permanently closed the dispute caseWe appreciate *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter