November 19, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At
this time, our system is up and running and cardholders have access to their
funds and account information. On
November 7, 2015, *** *** contacted RushCard customer service and was
advised that there are no record showing that $is missing from her
accountThe available balance on *** *** account is the correct amountOn
June 29, 2015, *** *** filed an authorized transaction dispute for the
amount of $that was made on her account*** *** received a credit
on August 17, and the case was closedWe 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 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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,
*** ***This is the same thing that they have repeatedly said and my response has not changed I request a supervisor reach me at *** to further discuss this matter as none of my statements have been further investigated a been the fact that the police have a suspect in this case and the fact that multiple hotels have told me someone other than me had stayed there (which is how the police have named a suspect) Regards,*** ***
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 belowthey still have not refunded my money even though I have sent proof from *** that *** cancelled my subscription the same day I was charged
Regards,
*** ***
I sent in the proof of address that they said I should send in *** *** and they still said it was illegible I want to know why it was illegibleI want them to send the information in writing as to what is needed and is eligible instead of telling me several different thingsEvery time I send in the correct information or proof of address that they have told me was eligible they hang up in my face and when I call back that's when they let you know it's illegible with no valid reason as to why it's illegible or can't be verifiedI have documentation of everything that I have faxed over to UniRush proof that the things they're saying are not true and that they are giving me the runaround and a hard time period
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The company took an entire month to "fix their issues"In that time frame, I was ebarrassed, charged late fees on my credit cards due to the inability to log in and use my account for bill pay, I was hung up on and told misleading and incorrect information by the agents,my car payment and other payments wete late, I took poor hit toy credit report for being late, my rmails were ignored and I finally had to shamefully requezt my job to stop the direct deposits and change my account to another safe bankThis has been a mess and it happened to thousands of peopleSome even not able to access their moneySo now a month later they say its fixed but offered no help or credit for the mess they caused peopleIam ferious that they feel thier offer consumers a break on atm fees is an appologySome of us do not even use atms and rely on paying their bills with bill payIve been completely emarrassed and late on payments and this is not making up for itI take pride in my credit and having payments on time and avoid late feesThis is unacceptable for any "bank"
Regards,
*** ***
June 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 23, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that the pending hold of $from *** did not go through and she cannot get a letter from the merchant stating that there is no pending transaction*** *** is requesting that RushCard release the pending transaction from her account On June 23, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding her pending hold for $*** *** was advised to allow calendar days for the merchant to collect on the pre authorization hold, and in the event those funds are not collected the hold is released*** *** was also advised she could request a letter from the merchant to expedite the release of the hold. On June 23, *** *** contacted RushCard again and spoke to a customer service agent informing them that the merchant will not send a letter stating the transaction was declined *** *** was advised that the hold would be released on the 10th calendar day since the merchant is unwilling to send a letterOn June 24, 2016, a Corporate RushCard customer service specialist attempted to contact *** *** to reiterate this information and refer her to the RushCard terms and agreement that refer to this scenario We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. ive spoken to a rep from rush card customer service on06/9/15 who delivered a message from the supervisor of the dispute team which stated that as of may15th they did not receive a response from the merchantand thats not true because on may 18th ive spoken to *** from *** who stated that not only did they speak to someone from the dispute team of rush card on 5/18/15 but my funds of was chargeback and release to the dispute team and she faxed over a comformation staten the same thingso as of may 18th my funds was released to rush card dispute team furthermore I called *** cooperate office and spoke to the supervisor there who name is *** ans she also stated from her manager that the funds was charged back on the 18th of may to rushcard dispute team after speaking to someone to give permission to release the funds back to my accountive also spoken to someone on may 29th, june1st and june 2nd who all stated that they released my funds back to rush card dispute teamnow rushcard is staten that they never spoken to anyone from *** and they have to wait days to hear back from the mechantnot only did they received a resp frm the merchant but it was on mayand it was within the 45daysno one from rushcard can explain that they spoke to anyone from ***i called *** today to explain what rush card is telling me and that they saying no one from they office ever spoken to someone from ***i asked was someone frm rush card will be contacting someone from *** again before the days and they keep telling me that they have to wait days fo the merchant to repond but they already have and released my funds back to them and no one can tell me where my money is now.
Regards,
*** ***
September 19, 2016VIA ONLINE SUBMISSION:Revdex.com E4th STE600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: *** Complaint date: September 17, To Whom It May Concern:This letter is in response to the consumer complaint referenced
aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources *** *** complaint states that he cancelled an *** transaction and was advised by RushCard customer service that we allow calendar days for a merchant to claim funds. We have researched and show the transaction in question has been released and we show the amount of $charged on 9/7/was released and made available to *** *** on 9/17/2016.We appreciate this feedback and sincerely apologize for the inconvenience this matter has causedOur 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 Have submitted all.documenrs showing I was traveling for work and my employer also submitted my travel itenary and a letter. Rush card.has been unwilling to honor these documents and I been pushed around with a bunch of lies In requested copied of the documents they received from the merchant to determine their irresponsible decision and I haven't receive anything document as yetEvery time I call rush card customer service I am.being told they closed my case because they don't thing there was an error even though I provided my airplane flight s to *** *** showing I was traveling for work conference November 15_All my.charges were in *** and I live in *** *
Regards,
*** ***
December 11, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, as
per the RushCard Cardholder Agreement, the dispute process may take up to to
days to investigate a claim. Once the claim is final, *** *** will
receive a letter in the mail regarding the outcome of her disputeThere was no
conflict with the conversion and the charge that was made on *** ***
RushCard account.We
appreciate *** *** feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
questionWe will provide notification on the resolution
RushCard Customer
Service
December 10, 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. Per
previous response, On October 21, 2015, *** *** contacted RushCard customer service
and stated that a $credit was due to be refunded back onto her account
by the merchantThe credit never was refunded to *** *** account, therefore
a dispute was filed for further investigation on October 25, Per RushCard
Cardholder Agreement, the dispute process can take up to to days to
investigate. On November 4, the unauthorized
transaction dispute was found in *** *** favorWe appreciate ***
*** feedback and sincerely apologize for the substandard customer service
she received when contacting RushCard Customer ServiceOur 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 do not agree with their assessmentAll I was told was what they could not do and would not doIt doesn't solve me being detained and fined by the *** State Police Department because customer service couldn't figure out how to make my money accessible when someone finally figured out how to withdraw the monies I needed however I still received a ticket and summonsI also ask that my account be simplified but was told no.
Regards,
*** ***
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: November 5, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. 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 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that he was unable to access his direct deposit and he could not get in contact with RushCard Customer Service*** *** requested that his employer reverse his direct deposit from his RushCard account*** *** also stated that he made a *** load in the amount of $to his account and do to the fact he had a negative balance the *** load was depleted from his account. *** *** requested for his funds to be loaded back to his account Per previous response, On October 21, 2015, *** *** direct deposit was received and posted to his accountRushCard's history indicates that between October 21, and October 29, several transactions were processed successfullyDue to *** *** request by his employer the direct deposit was reversed from the account on November 2, 2015, which took the account into a negative statusOn December 10, 2015, a *** load in the amount of $was loaded onto *** ***’s account and the funds were depleted due to the negative balance on his account*** *** account has been reconciled and the account is in positive standings We 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
January 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: January 10, 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 not received the $for the Refer a Friend program*** *** also states that she would like the money that is owed from the refer a friend promotion On January 10, 2017, a RushCard corporate customer service specialist attempted to contact *** *** regarding the Refer a friend program. *** *** has been advised that the Refer a Friend Program can take up to days to payout if eligible We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
March 28, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: March 27, 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 on 3/7/she contact RushCard customer service and requested a replacement card*** *** also states she called back on 3/17/stating she still had not received her replacement cardOn 3/20/*** *** contact RushCard customer service again and requested her address be updated*** *** was asked to send in documents for verification*** *** is stating she has sent in all the required documents and is requesting access to her funds without any inconvenience Our records indicate that a replacement card was sent on 3/7/to *** *** address on file Our records further indicate that when *** *** contacted us on 3/20/17, 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 daysOn 3/23&24/*** *** contacted RushCard customer service requesting an express cashThe customer service agent advised her that the documents received were not clear and a valid proof of address was needed before we could process an express cash or replacement card On 3/27/17, a RushCard corporate customer service specialist attempted to contact *** *** to advise her that a clearer copy of her ID was needed, and the proof of address was not validThere was no voicemail available to leave a callback number We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service
February 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite ***, OH Re: Consumer: *** *** Complaint number: *** Complaint date: December 26, To Whom It May Concern: This letter is in response to the consumer complaint # ***. 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. In *** *** complaint, she states she has several unauthorized transactions totaling She is requesting a refund Our records indicate, *** *** disputed several transactions totaling $On December 4, our disputes department concluded that no error had occurred, and that the transactions were authorized. *** *** has provided a written rebuttal to her denied claim, the written rebuttal did provide any further information to support her claim, therefore *** *** will need to provided additional information to RushCard that supports her claim in order for her dispute claim to be reopened. Regards, RushCard Corporate Customer Service
Tell us why here...Corporate customer service attempted to contact *** *** multiple times regarding the complaint issue Following no answer, the issue was thoroughly reviewed and resolved by the Customer Service agent on 5/26/ Number on file is not being answered- if ***
*** calls we’ll update his phone number and reach out again
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At
this time, our system is up and running and cardholders have access to their
funds and account information. On
November 7, 2015, *** *** contacted RushCard customer service and was
advised that there are no record showing that $is missing from her
accountThe available balance on *** *** account is the correct amountOn
June 29, 2015, *** *** filed an authorized transaction dispute for the
amount of $that was made on her account*** *** received a credit
on August 17, and the case was closedWe 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 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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,
*** ***This is the same thing that they have repeatedly said and my response has not changed I request a supervisor reach me at *** to further discuss this matter as none of my statements have been further investigated a been the fact that the police have a suspect in this case and the fact that multiple hotels have told me someone other than me had stayed there (which is how the police have named a suspect) Regards,*** ***
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 belowthey still have not refunded my money even though I have sent proof from *** that *** cancelled my subscription the same day I was charged
Regards,
*** ***
I sent in the proof of address that they said I should send in *** *** and they still said it was illegible I want to know why it was illegibleI want them to send the information in writing as to what is needed and is eligible instead of telling me several different thingsEvery time I send in the correct information or proof of address that they have told me was eligible they hang up in my face and when I call back that's when they let you know it's illegible with no valid reason as to why it's illegible or can't be verifiedI have documentation of everything that I have faxed over to UniRush proof that the things they're saying are not true and that they are giving me the runaround and a hard time period
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The company took an entire month to "fix their issues"In that time frame, I was ebarrassed, charged late fees on my credit cards due to the inability to log in and use my account for bill pay, I was hung up on and told misleading and incorrect information by the agents,my car payment and other payments wete late, I took poor hit toy credit report for being late, my rmails were ignored and I finally had to shamefully requezt my job to stop the direct deposits and change my account to another safe bankThis has been a mess and it happened to thousands of peopleSome even not able to access their moneySo now a month later they say its fixed but offered no help or credit for the mess they caused peopleIam ferious that they feel thier offer consumers a break on atm fees is an appologySome of us do not even use atms and rely on paying their bills with bill payIve been completely emarrassed and late on payments and this is not making up for itI take pride in my credit and having payments on time and avoid late feesThis is unacceptable for any "bank"
Regards,
*** ***
June 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 23, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that the pending hold of $from *** did not go through and she cannot get a letter from the merchant stating that there is no pending transaction*** *** is requesting that RushCard release the pending transaction from her account On June 23, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding her pending hold for $*** *** was advised to allow calendar days for the merchant to collect on the pre authorization hold, and in the event those funds are not collected the hold is released*** *** was also advised she could request a letter from the merchant to expedite the release of the hold. On June 23, *** *** contacted RushCard again and spoke to a customer service agent informing them that the merchant will not send a letter stating the transaction was declined *** *** was advised that the hold would be released on the 10th calendar day since the merchant is unwilling to send a letterOn June 24, 2016, a Corporate RushCard customer service specialist attempted to contact *** *** to reiterate this information and refer her to the RushCard terms and agreement that refer to this scenario We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. ive spoken to a rep from rush card customer service on06/9/15 who delivered a message from the supervisor of the dispute team which stated that as of may15th they did not receive a response from the merchantand thats not true because on may 18th ive spoken to *** from *** who stated that not only did they speak to someone from the dispute team of rush card on 5/18/15 but my funds of was chargeback and release to the dispute team and she faxed over a comformation staten the same thingso as of may 18th my funds was released to rush card dispute team furthermore I called *** cooperate office and spoke to the supervisor there who name is *** ans she also stated from her manager that the funds was charged back on the 18th of may to rushcard dispute team after speaking to someone to give permission to release the funds back to my accountive also spoken to someone on may 29th, june1st and june 2nd who all stated that they released my funds back to rush card dispute teamnow rushcard is staten that they never spoken to anyone from *** and they have to wait days to hear back from the mechantnot only did they received a resp frm the merchant but it was on mayand it was within the 45daysno one from rushcard can explain that they spoke to anyone from ***i called *** today to explain what rush card is telling me and that they saying no one from they office ever spoken to someone from ***i asked was someone frm rush card will be contacting someone from *** again before the days and they keep telling me that they have to wait days fo the merchant to repond but they already have and released my funds back to them and no one can tell me where my money is now.
Regards,
*** ***
September 19, 2016VIA ONLINE SUBMISSION:Revdex.com E4th STE600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: *** Complaint date: September 17, To Whom It May Concern:This letter is in response to the consumer complaint referenced
aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources *** *** complaint states that he cancelled an *** transaction and was advised by RushCard customer service that we allow calendar days for a merchant to claim funds. We have researched and show the transaction in question has been released and we show the amount of $charged on 9/7/was released and made available to *** *** on 9/17/2016.We appreciate this feedback and sincerely apologize for the inconvenience this matter has causedOur 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 Have submitted all.documenrs showing I was traveling for work and my employer also submitted my travel itenary and a letter. Rush card.has been unwilling to honor these documents and I been pushed around with a bunch of lies In requested copied of the documents they received from the merchant to determine their irresponsible decision and I haven't receive anything document as yetEvery time I call rush card customer service I am.being told they closed my case because they don't thing there was an error even though I provided my airplane flight s to *** *** showing I was traveling for work conference November 15_All my.charges were in *** and I live in *** *
Regards,
*** ***
December 11, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, as
per the RushCard Cardholder Agreement, the dispute process may take up to to
days to investigate a claim. Once the claim is final, *** *** will
receive a letter in the mail regarding the outcome of her disputeThere was no
conflict with the conversion and the charge that was made on *** ***
RushCard account.We
appreciate *** *** feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
questionWe will provide notification on the resolution
RushCard Customer
Service
December 10, 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. Per
previous response, On October 21, 2015, *** *** contacted RushCard customer service
and stated that a $credit was due to be refunded back onto her account
by the merchantThe credit never was refunded to *** *** account, therefore
a dispute was filed for further investigation on October 25, Per RushCard
Cardholder Agreement, the dispute process can take up to to days to
investigate. On November 4, the unauthorized
transaction dispute was found in *** *** favorWe appreciate ***
*** feedback and sincerely apologize for the substandard customer service
she received when contacting RushCard Customer ServiceOur 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 do not agree with their assessmentAll I was told was what they could not do and would not doIt doesn't solve me being detained and fined by the *** State Police Department because customer service couldn't figure out how to make my money accessible when someone finally figured out how to withdraw the monies I needed however I still received a ticket and summonsI also ask that my account be simplified but was told no.
Regards,
*** ***
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: November 5, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. 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 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that he was unable to access his direct deposit and he could not get in contact with RushCard Customer Service*** *** requested that his employer reverse his direct deposit from his RushCard account*** *** also stated that he made a *** load in the amount of $to his account and do to the fact he had a negative balance the *** load was depleted from his account. *** *** requested for his funds to be loaded back to his account Per previous response, On October 21, 2015, *** *** direct deposit was received and posted to his accountRushCard's history indicates that between October 21, and October 29, several transactions were processed successfullyDue to *** *** request by his employer the direct deposit was reversed from the account on November 2, 2015, which took the account into a negative statusOn December 10, 2015, a *** load in the amount of $was loaded onto *** ***’s account and the funds were depleted due to the negative balance on his account*** *** account has been reconciled and the account is in positive standings We 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
January 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: January 10, 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 not received the $for the Refer a Friend program*** *** also states that she would like the money that is owed from the refer a friend promotion On January 10, 2017, a RushCard corporate customer service specialist attempted to contact *** *** regarding the Refer a friend program. *** *** has been advised that the Refer a Friend Program can take up to days to payout if eligible We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
March 28, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: March 27, 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 on 3/7/she contact RushCard customer service and requested a replacement card*** *** also states she called back on 3/17/stating she still had not received her replacement cardOn 3/20/*** *** contact RushCard customer service again and requested her address be updated*** *** was asked to send in documents for verification*** *** is stating she has sent in all the required documents and is requesting access to her funds without any inconvenience Our records indicate that a replacement card was sent on 3/7/to *** *** address on file Our records further indicate that when *** *** contacted us on 3/20/17, 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 daysOn 3/23&24/*** *** contacted RushCard customer service requesting an express cashThe customer service agent advised her that the documents received were not clear and a valid proof of address was needed before we could process an express cash or replacement card On 3/27/17, a RushCard corporate customer service specialist attempted to contact *** *** to advise her that a clearer copy of her ID was needed, and the proof of address was not validThere was no voicemail available to leave a callback number We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service
February 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite ***, OH Re: Consumer: *** *** Complaint number: *** Complaint date: December 26, To Whom It May Concern: This letter is in response to the consumer complaint # ***. 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. In *** *** complaint, she states she has several unauthorized transactions totaling She is requesting a refund Our records indicate, *** *** disputed several transactions totaling $On December 4, our disputes department concluded that no error had occurred, and that the transactions were authorized. *** *** has provided a written rebuttal to her denied claim, the written rebuttal did provide any further information to support her claim, therefore *** *** will need to provided additional information to RushCard that supports her claim in order for her dispute claim to be reopened. Regards, RushCard Corporate Customer Service
Tell us why here...Corporate customer service attempted to contact *** *** multiple times regarding the complaint issue Following no answer, the issue was thoroughly reviewed and resolved by the Customer Service agent on 5/26/ Number on file is not being answered- if ***
*** calls we’ll update his phone number and reach out again