December 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: November 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our
system is up and running and *** *** has access to her funds and account
informationOn November 19, 2015, a replacement card was issued via regular
delivery to the address on the accountOn November 25, 2015, an Express Cash
for the remaining balance was issued to *** for *** *** to pick up her
fundsA reference number was provided and *** *** has access to her fundsWe 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. Why must I dispute again? When I dispute the first time the money was returnedMy money was returned 7/and taken again the other transaction was paid prior because it was from an different order and time the two are the same company but different transactions at different times the two are not the same orderVia screenshot you can see when the money was added and removed for no reason within hours with no record of me spending or using the card
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
[Maybe if their representatives listen more instead of just hearing what they want, $of the $was suppose to be credited almost months ago because I was unable to use my card due to the system issue that rush card had so I was unable to pay my phone bill on time and received a late feeI feel as though it was the company's fault so I should receive my $and that's what I was told I will relieve!!]
Regards,
*** ***
Please see the attached screen shot and email transmissions requested by UnirushThank you. Here is the last set of emailsPlease help meI can't no moreLiterally can't no moreIm tired, angry, upset, starving, helpless, can't borrow no more money, Im in so much debt right now it ridiculousI live in a mold infested apartment that I was suppose to move out of per code and can't/couldn't BC they have my moneyI lost the apartment due to my phone being cut offMy lights is next BC I don't have nothing to pay to extend me for as long as I needNo Im a grown woman who is single and lives aloneThank god I don't have kids BC they would starve just like I am now I already cut off all ties to that cardI don't even want the money that was stolen from my accountI have an acura that can not ride on low fuel or the evaporator goes outThat part cost dollarsI can't afford that ***Im to the point where I feel like driving up there and not leaving till somebody gives me my money in my hand I just want my money nowStill to this day I don't have a call from corporateWhy?????????? Just get me my money immediately pleaseWhile I try to figure out how to get to workPlease
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I received the dollar credit but however that's not enough to make up for the losses that I had doing your black out either you all compensate a LARGER credit or I will go ahead and send my paperwork to the law firm for this lawsuitIts ridiculous how you all try and cover it up with a twenty dollar creditThat won't do anything for me and the CEO doesn't care anything about these customers I will see to it that justice is served if you all can't do better than a twenty dollar creditI lost so much in a little amount of time and still suffering
Regards,
*** ***
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** just because a complaint was filed with another company does not give them the right to not answer truefully and to be beating around the bush I like to see the proof from there legal dept that they have tried to contact me because there is no record of this they are now trying to turn everything around and make it look like I am in the wrong and they are in the right they now know they closed the new case in under days and are playing games with me they are doing this because I filed a new complaint with a new company which in turn is not allowed and they need to do there investagtion the same as they did the first one so as I see it they are being me to hire a lawyer and take this to court
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I want my money that is it and that is all I have been waiting since October and I am still waiti to get my money and it's stupid
Regards,
*** ***
Revdex.com
"
line-height:150%,sans-serif">W Seventh St Suite
Cincinnati Ohio
RE: Case *** *** ***
April 23,
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
We
completely understand *** *** concern with her dispute that was filed on
4/17/for multiple unauthorized transactions in the amount of $All
RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are receivedI am showing we received the written dispute
form back from *** *** on 4/18/After
investigating the dispute we have denied *** *** claim and RushCard is
unable to credit the account*** *** should receive a letter explaining the
denial and can file a dispute for the outcome of the claim by following the
instructions on the letter received
We
have also pulled all the calls on the account and reviewed them to insure ***
*** was advised of the correct information and the agents were courteous throughout
the callsA security question has been
added onto *** *** account at the time when she called in to report the
unauthorized transactions A replacement
card has been issued via regular mail on 4/17/which will take up to 7-
business days to receiveIf *** *** would like to receive her card sooner
we would be more than happy to issue an expedited card to the address on file
with a $fee We sincerely
apologize for any inconvenience and 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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,
*** ***
November 12, 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 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, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.On
October 17, 2015, *** *** filed an unauthorized transaction dispute
regarding a multiple charges on his RushCard account. On October 26, 2015, the RushCard dispute
team received a signed unauthorized transaction dispute form from *** ***. Per RushCard Cardholder
Agreement, the dispute process can take up to to days to
investigate. On November 11, 2015, the unauthorized
transaction dispute was found in *** *** favor and a final letter was
sent out regarding the outcome of the investigation.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I received my new card and have attempted to activate it but have been unable to complete the activationI have contacted the company per their request, as stated in their response below, every day for the past days and have been told they are unable to activate my card at this time and they are not sure when they will have it fixedI was also informed there is no other way to access the funds in my accountThis is unacceptable as I have bills that need paid.
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 Card is still not functioning properly and funds are still not posting properlyI'll just have to take legal action
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and havedetermined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
January 19, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: January 15, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** ***’s complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $from *** *** Ms*** states that the merchant charged her twice, and at the same credited back her account for the amount Ms Spence would like the $credited back to her RushCard account 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 (ten) days.” RushCard records indicate that Ms*** contacted customer service on January 12, and spoke to an agent regarding the pending hold in the amount of $from *** *** Our records further indicate that Ms*** advised the agent that the merchant already cancelled the transaction for $and that the pending amount needed to be released The agent then advised Ms*** that a refund from a merchant may take 3-business days Ms*** was told to have the merchant send in a Merchant Hold Release Letter The merchant sent in the Merchant Hold Release Letter on January 12,On the same day the pending hold for $was automatically released We appreciate Ms***’s feedbackOur goal is to provide financial convenience supported by reliable customer serviceWe sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Waiving fees which I already pay for a service that eliminates these said fees, does not justify your problems causing my money to not be available and also causing late payments to my bill accounts as well as my RushCard account going into negative status This has caused my family of four to live on an extremely tiny dollar budget because of your problems
Regards,
*** ***
December 2, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: November 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our
system is up and running and *** *** has access to her funds and account
informationOn November 19, 2015, a replacement card was issued via regular
delivery to the address on the accountOn November 25, 2015, an Express Cash
for the remaining balance was issued to *** for *** *** to pick up her
fundsA reference number was provided and *** *** has access to her fundsWe 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. Why must I dispute again? When I dispute the first time the money was returnedMy money was returned 7/and taken again the other transaction was paid prior because it was from an different order and time the two are the same company but different transactions at different times the two are not the same orderVia screenshot you can see when the money was added and removed for no reason within hours with no record of me spending or using the card
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
[Maybe if their representatives listen more instead of just hearing what they want, $of the $was suppose to be credited almost months ago because I was unable to use my card due to the system issue that rush card had so I was unable to pay my phone bill on time and received a late feeI feel as though it was the company's fault so I should receive my $and that's what I was told I will relieve!!]
Regards,
*** ***
Please see the attached screen shot and email transmissions requested by UnirushThank you. Here is the last set of emailsPlease help meI can't no moreLiterally can't no moreIm tired, angry, upset, starving, helpless, can't borrow no more money, Im in so much debt right now it ridiculousI live in a mold infested apartment that I was suppose to move out of per code and can't/couldn't BC they have my moneyI lost the apartment due to my phone being cut offMy lights is next BC I don't have nothing to pay to extend me for as long as I needNo Im a grown woman who is single and lives aloneThank god I don't have kids BC they would starve just like I am now I already cut off all ties to that cardI don't even want the money that was stolen from my accountI have an acura that can not ride on low fuel or the evaporator goes outThat part cost dollarsI can't afford that ***Im to the point where I feel like driving up there and not leaving till somebody gives me my money in my hand I just want my money nowStill to this day I don't have a call from corporateWhy?????????? Just get me my money immediately pleaseWhile I try to figure out how to get to workPlease
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I received the dollar credit but however that's not enough to make up for the losses that I had doing your black out either you all compensate a LARGER credit or I will go ahead and send my paperwork to the law firm for this lawsuitIts ridiculous how you all try and cover it up with a twenty dollar creditThat won't do anything for me and the CEO doesn't care anything about these customers I will see to it that justice is served if you all can't do better than a twenty dollar creditI lost so much in a little amount of time and still suffering
Regards,
*** ***
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** just because a complaint was filed with another company does not give them the right to not answer truefully and to be beating around the bush I like to see the proof from there legal dept that they have tried to contact me because there is no record of this they are now trying to turn everything around and make it look like I am in the wrong and they are in the right they now know they closed the new case in under days and are playing games with me they are doing this because I filed a new complaint with a new company which in turn is not allowed and they need to do there investagtion the same as they did the first one so as I see it they are being me to hire a lawyer and take this to court
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I want my money that is it and that is all I have been waiting since October and I am still waiti to get my money and it's stupid
Regards,
*** ***
I faxed the requested information to Rush Card on 5/10/
Revdex.com
"
line-height:150%,sans-serif">W Seventh St Suite
Cincinnati Ohio
RE: Case *** *** ***
April 23,
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
We
completely understand *** *** concern with her dispute that was filed on
4/17/for multiple unauthorized transactions in the amount of $All
RushCard disputes are handled through our dedicated dispute team and are worked
in the order that they are receivedI am showing we received the written dispute
form back from *** *** on 4/18/After
investigating the dispute we have denied *** *** claim and RushCard is
unable to credit the account*** *** should receive a letter explaining the
denial and can file a dispute for the outcome of the claim by following the
instructions on the letter received
We
have also pulled all the calls on the account and reviewed them to insure ***
*** was advised of the correct information and the agents were courteous throughout
the callsA security question has been
added onto *** *** account at the time when she called in to report the
unauthorized transactions A replacement
card has been issued via regular mail on 4/17/which will take up to 7-
business days to receiveIf *** *** would like to receive her card sooner
we would be more than happy to issue an expedited card to the address on file
with a $fee We sincerely
apologize for any inconvenience and 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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,
*** ***
November 12, 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 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, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.On
October 17, 2015, *** *** filed an unauthorized transaction dispute
regarding a multiple charges on his RushCard account. On October 26, 2015, the RushCard dispute
team received a signed unauthorized transaction dispute form from *** ***. Per RushCard Cardholder
Agreement, the dispute process can take up to to days to
investigate. On November 11, 2015, the unauthorized
transaction dispute was found in *** *** favor and a final letter was
sent out regarding the outcome of the investigation.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I received my new card and have attempted to activate it but have been unable to complete the activationI have contacted the company per their request, as stated in their response below, every day for the past days and have been told they are unable to activate my card at this time and they are not sure when they will have it fixedI was also informed there is no other way to access the funds in my accountThis is unacceptable as I have bills that need paid.
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 Card is still not functioning properly and funds are still not posting properlyI'll just have to take legal action
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and havedetermined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
January 19, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: January 15, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** ***’s complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $from *** *** Ms*** states that the merchant charged her twice, and at the same credited back her account for the amount Ms Spence would like the $credited back to her RushCard account 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 (ten) days.” RushCard records indicate that Ms*** contacted customer service on January 12, and spoke to an agent regarding the pending hold in the amount of $from *** *** Our records further indicate that Ms*** advised the agent that the merchant already cancelled the transaction for $and that the pending amount needed to be released The agent then advised Ms*** that a refund from a merchant may take 3-business days Ms*** was told to have the merchant send in a Merchant Hold Release Letter The merchant sent in the Merchant Hold Release Letter on January 12,On the same day the pending hold for $was automatically released We appreciate Ms***’s feedbackOur goal is to provide financial convenience supported by reliable customer serviceWe sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Waiving fees which I already pay for a service that eliminates these said fees, does not justify your problems causing my money to not be available and also causing late payments to my bill accounts as well as my RushCard account going into negative status This has caused my family of four to live on an extremely tiny dollar budget because of your problems
Regards,
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