I waa promised that I would receive a call yesterday, February 20th from Corporate customer service I never received a call from them I called corporate myself this morning & was tols that Rushcard would *** *** me my money I called back this afternoon to check on the status and they stated they will not *** *** my money Ive had enough with this company! I NEED MY MONEY!
August 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: August 19, 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 been unable to transfer funds from her savings account to her primary card. *** *** would like to be able to complete the transfer of funds Our records indicate that *** *** contacted RushCard customer service on August 18, and stated she was not able to transfer funds from her goals account to her RushCard accountThe agent advised *** *** that there is a system update occurringThe update was complete on 8/18/On August 23, 2017, a RushCard corporate resolution specialist attempted to contact *** *** to advise of the following information We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer 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. Customer called and stated that, once again, the business's latest response does not address the issues and her complaint is still not resolved
Regards,
*** ***
October 30,
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 worked
around the clock to resolve these problems.
At this time, our system is up and running and MsBrown have access to
her 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. 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
December 1, 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. 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 incorrectPer Response, at this time,
our system is up and running and *** *** have access to her funds and account
informationOn November 7, 2015, a Corporate Customer Service Specialist
contacted *** *** to assist with her Rush Goals account issue*** *** stated
that she now has access to her Rush Goals accountAttached to the complaint
response is another screenshot of the failed card to card transfers when
attempting to process to her RushCard account due to the funds not being
available*** *** available balance for her Goals account is $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
VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH 45202 Re: Consumer: *** *** Complaint number: *** Complaint date: January 18, To Whom It May Concern: This letter is in response to the rebuttal 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. As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last days on all accounts that have been blocked or require review by our Risk teamOur 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
Thank you for the additional comments from the customerThe member filed an Attorney General Complaint with RushCard regarding the same issue and I have previously responded multiple times of the steps the customer will need to take to get a resolution Thank you, UniRush, LLC *** ***, Customer Service Specialist
6/18/
Complaint
Debit Card over charging, and double and triple billing for *** charges and account balances are wrong for at least for monthsI receive text messages on usage, but, after complaining to another merchant, I checked my statement and noticed quite a few errors on my statement
Desired Resolution
would like all missing money refunded, including computation errors on my cards running balances
Consumer Business Dialog
April 14, 2017VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** ***Complaint number: *** Complaint date: April 13, To Whom It May Concern:This letter is in response to the consumer complaint # *** referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources *** *** complaint contends that she has been submitting documentation to verify her address since April 6,and RushCard claims they haven’t received the documents *** *** states she has submitted all documentation and has received confirmation that it has been received *** *** also states that she would like RushCard to send her a replacement card Our records indicate that a replacement card was sent on 3/19/to *** *** address on file Our records further indicate that when *** *** contacted us on 4/6/17, she was advised that the card was returnedAt that point, *** *** requested her address be updatedAs per the RushCard Cardholder Agreement, RushCard requested proof of identity from *** ***She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days As of date a valid form of proof of address is still needed on *** *** RushCard account On April 14, 2017, a RushCard corporate customer service specialist contacted *** *** to advise her that the proof of address was not valid. We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC 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
October 30,
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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms*** have access
to her 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/.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. 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,
*** ***
On June 06th, 2016, *** *** contacted UniRush to file a dispute for an Unauthorized ATM withdraw that occurred on the same day, amounting $402.00, located at *** *** *** *** *** *** *** said she was at work when the transaction occurred, and her card was in her possession the whole time Based on the investigation, UniRush found no invalid pin counts; in other words, the perpetrator knew *** *** pin numberAlso, approximately one hour after the withdraw, there were two balance inquiries at the same ATM with an available balance of $ If *** *** has any additional questions or concerns, she can reach us by calling the number on the back of her CardWe appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve this letter
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer:
***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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
January 11, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: December 16, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. Attached to the complaint response is a screenshot of the $loyalty credit issued to *** *** account on December 1, due to the conversion We do not show any record of receiving *** *** rebuttal letter*** *** will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####We encourage *** *** to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requestedWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
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 am not happy at all with the outcome It willl take another weeks or so until I reieve my money In Rushcard last response they said they had recieved all the required documents needed for verification.Why couldn't they make matters better for me by send me the check instead of the IRS? I will no longer refer people to Rush they really suck
Regards,
*** ***
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: June 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 contends that RushCard blocked her account and that she was not notified of this information. *** *** would like to have access to her funds by having a check sent overnight to her On June 5, 2017, *** *** RushCard account ending in *** was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account *** *** contacted our customer service and was advised per policy and procedure she would need to answer specific identity questions based on public information*** *** was unsuccessful in answering all questions and thus we require her to submit into us identification documentationWe request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysWe could validate *** *** state ID and copy of her social security card however, the proof of address is not dated within the last daysA corporate customer service representative contacted *** *** on June 21, to advise of this information We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. 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.
Regards,
*** ***
I just want a balance before my next paycheckI have an email from rush card saying I have a low balance alert on April 23,centsApril there was in my account I pulled it out on April 25,My question is if they confirmed I have a low balance why would they let me pull that amount out..like I said before they are not a bank that allows you to pullout money that I do not have it was there error all I would like is a balance before my paycheck gets deposited into my account..I have been with this company for almost yrs and as a loyal customer they should pay for THEIR mistake not me..if you would like proof I do have the low balance alert saved for you to see
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
Unfortunately, your company has failed to get it right againThe funds in question were not returned to ** *** ***There is no proof of thatI have been in contact with ** *** and she has verified that the 75$ was not credited back to her account on the 25th of Nov Further more this is the 3rd time that your company has tried to resolve this issue and each time you return with a different theoryI have been a Rushcard Customer for years and I know for a fact that your company does not send an email notification to the recipient of a card to card transfer unless the transfer is successfulHow does your company explain the email that I received confirming the 75$ transfer from ** *** to me as successfulYou cannot avoid the fact that in my possession I have a letter of confirmation of the transfer being made to my account successfullyI have provided you with this information on numerous occasionsIt is of no concern to me what you credited to ** *** on Nov because I have an email stating that on Nov that I received a successful transfer in the amount of 75$I am requesting the 75$ that I received email confirmation of being posted to my account that never arrivedYou can't have it both waysYou can't say on the that I received 75$ but now that there is a dispute the transaction wasnt successfulFurther more if the transfer wasn't successful Iwould have never received email confirmationAs well if it wasn't successful it wouldn't have taken over week for those funds to be credited back to ** *** account it would have taken no more than 48hrsThis is not rocket science just common senseI will not let this issue go because your company is wrongAlso the funds are never removed from a card holders account unless a transfer is successfulWhen you make a card you card transfer before the funds are removed a transfer is createdThe only time funds are taken is when the transfer is successfulI have done this enough times to knowPlease provide me with the fundsAgain I am sending a copy of the email showing that the transfer was successfulThis email states that I have received a 75$ transfer from *** ***, meaning that, the transfer was successfulNot that there is a pending transfer from *** ***You have no argument ther email is solid concrete proofWhy do you continue to try and wiggle your way out of thisIt is no professional
Regards,
*** ***
I waa promised that I would receive a call yesterday, February 20th from Corporate customer service I never received a call from them I called corporate myself this morning & was tols that Rushcard would *** *** me my money I called back this afternoon to check on the status and they stated they will not *** *** my money Ive had enough with this company! I NEED MY MONEY!
August 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: August 19, 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 been unable to transfer funds from her savings account to her primary card. *** *** would like to be able to complete the transfer of funds Our records indicate that *** *** contacted RushCard customer service on August 18, and stated she was not able to transfer funds from her goals account to her RushCard accountThe agent advised *** *** that there is a system update occurringThe update was complete on 8/18/On August 23, 2017, a RushCard corporate resolution specialist attempted to contact *** *** to advise of the following information We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer 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. Customer called and stated that, once again, the business's latest response does not address the issues and her complaint is still not resolved
Regards,
*** ***
October 30,
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 worked
around the clock to resolve these problems.
At this time, our system is up and running and MsBrown have access to
her 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. 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
December 1, 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. 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 incorrectPer Response, at this time,
our system is up and running and *** *** have access to her funds and account
informationOn November 7, 2015, a Corporate Customer Service Specialist
contacted *** *** to assist with her Rush Goals account issue*** *** stated
that she now has access to her Rush Goals accountAttached to the complaint
response is another screenshot of the failed card to card transfers when
attempting to process to her RushCard account due to the funds not being
available*** *** available balance for her Goals account is $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
VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH 45202 Re: Consumer: *** *** Complaint number: *** Complaint date: January 18, To Whom It May Concern: This letter is in response to the rebuttal 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. As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last days on all accounts that have been blocked or require review by our Risk teamOur 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
Thank you for the additional comments from the customerThe member filed an Attorney General Complaint with RushCard regarding the same issue and I have previously responded multiple times of the steps the customer will need to take to get a resolution Thank you, UniRush, LLC *** ***, Customer Service Specialist
6/18/
Complaint
Debit Card over charging, and double and triple billing for *** charges and account balances are wrong for at least for monthsI receive text messages on usage, but, after complaining to another merchant, I checked my statement and noticed quite a few errors on my statement
Desired Resolution
would like all missing money refunded, including computation errors on my cards running balances
Consumer Business Dialog
April 14, 2017VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** ***Complaint number: *** Complaint date: April 13, To Whom It May Concern:This letter is in response to the consumer complaint # *** referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources *** *** complaint contends that she has been submitting documentation to verify her address since April 6,and RushCard claims they haven’t received the documents *** *** states she has submitted all documentation and has received confirmation that it has been received *** *** also states that she would like RushCard to send her a replacement card Our records indicate that a replacement card was sent on 3/19/to *** *** address on file Our records further indicate that when *** *** contacted us on 4/6/17, she was advised that the card was returnedAt that point, *** *** requested her address be updatedAs per the RushCard Cardholder Agreement, RushCard requested proof of identity from *** ***She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days As of date a valid form of proof of address is still needed on *** *** RushCard account On April 14, 2017, a RushCard corporate customer service specialist contacted *** *** to advise her that the proof of address was not valid. We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC 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
October 30,
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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms*** have access
to her 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/.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. 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,
*** ***
On June 06th, 2016, *** *** contacted UniRush to file a dispute for an Unauthorized ATM withdraw that occurred on the same day, amounting $402.00, located at *** *** *** *** *** *** *** said she was at work when the transaction occurred, and her card was in her possession the whole time Based on the investigation, UniRush found no invalid pin counts; in other words, the perpetrator knew *** *** pin numberAlso, approximately one hour after the withdraw, there were two balance inquiries at the same ATM with an available balance of $ If *** *** has any additional questions or concerns, she can reach us by calling the number on the back of her CardWe appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve this letter
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer:
***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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
January 11, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: December 16, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. Attached to the complaint response is a screenshot of the $loyalty credit issued to *** *** account on December 1, due to the conversion We do not show any record of receiving *** *** rebuttal letter*** *** will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####We encourage *** *** to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requestedWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
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 am not happy at all with the outcome It willl take another weeks or so until I reieve my money In Rushcard last response they said they had recieved all the required documents needed for verification.Why couldn't they make matters better for me by send me the check instead of the IRS? I will no longer refer people to Rush they really suck
Regards,
*** ***
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: June 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 contends that RushCard blocked her account and that she was not notified of this information. *** *** would like to have access to her funds by having a check sent overnight to her On June 5, 2017, *** *** RushCard account ending in *** was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account *** *** contacted our customer service and was advised per policy and procedure she would need to answer specific identity questions based on public information*** *** was unsuccessful in answering all questions and thus we require her to submit into us identification documentationWe request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysWe could validate *** *** state ID and copy of her social security card however, the proof of address is not dated within the last daysA corporate customer service representative contacted *** *** on June 21, to advise of this information We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. 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.
Regards,
*** ***
I just want a balance before my next paycheckI have an email from rush card saying I have a low balance alert on April 23,centsApril there was in my account I pulled it out on April 25,My question is if they confirmed I have a low balance why would they let me pull that amount out..like I said before they are not a bank that allows you to pullout money that I do not have it was there error all I would like is a balance before my paycheck gets deposited into my account..I have been with this company for almost yrs and as a loyal customer they should pay for THEIR mistake not me..if you would like proof I do have the low balance alert saved for you to see
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
Unfortunately, your company has failed to get it right againThe funds in question were not returned to ** *** ***There is no proof of thatI have been in contact with ** *** and she has verified that the 75$ was not credited back to her account on the 25th of Nov Further more this is the 3rd time that your company has tried to resolve this issue and each time you return with a different theoryI have been a Rushcard Customer for years and I know for a fact that your company does not send an email notification to the recipient of a card to card transfer unless the transfer is successfulHow does your company explain the email that I received confirming the 75$ transfer from ** *** to me as successfulYou cannot avoid the fact that in my possession I have a letter of confirmation of the transfer being made to my account successfullyI have provided you with this information on numerous occasionsIt is of no concern to me what you credited to ** *** on Nov because I have an email stating that on Nov that I received a successful transfer in the amount of 75$I am requesting the 75$ that I received email confirmation of being posted to my account that never arrivedYou can't have it both waysYou can't say on the that I received 75$ but now that there is a dispute the transaction wasnt successfulFurther more if the transfer wasn't successful Iwould have never received email confirmationAs well if it wasn't successful it wouldn't have taken over week for those funds to be credited back to ** *** account it would have taken no more than 48hrsThis is not rocket science just common senseI will not let this issue go because your company is wrongAlso the funds are never removed from a card holders account unless a transfer is successfulWhen you make a card you card transfer before the funds are removed a transfer is createdThe only time funds are taken is when the transfer is successfulI have done this enough times to knowPlease provide me with the fundsAgain I am sending a copy of the email showing that the transfer was successfulThis email states that I have received a 75$ transfer from *** ***, meaning that, the transfer was successfulNot that there is a pending transfer from *** ***You have no argument ther email is solid concrete proofWhy do you continue to try and wiggle your way out of thisIt is no professional
Regards,
*** ***