October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Yes the card is working now however that does not take the place of me not having access to my funds It does not take the place that this issue was not fixed overnight and that I kept getting hung up on I kept getting the run aroundYes was credited to my account however I requesting $more dollars for my inconvenienceFor me not having access to my money in a timely manner I missed time from work for this mess
Regards,
*** ***
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
February 12, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: ***
*** Complaint number: *** Complaint date: February 7, 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 is disputed a charge; however, she stated her account was then closed Our records indicate on January 29, 2017, *** *** filed a claim of an unauthorized transaction *** *** claim was closed on February 2, as it was determined the funds were transferred to *** *** RushCard Goal account. *** *** claimed she did not make the transaction nor does anyone have access to her information. *** *** account was reviewed further and it was determined the account needed to be closed for fraudulent purposed. *** *** remaining account balance of $was sent via bill payment to the address on file Sincerely, RushCard Corporate Customer Service
October 21,
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 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
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. In *** *** complaint, he states he filed two disputes and both claims were denied for no reasonHe states his last claim someone withdrew $1,out of an ATM within an hour after his tax refund postedHe is requesting the funds would be put back in his account Our records indicate on December 3rd, 2016, *** *** contacted RushCard to file an unauthorized dispute on multiple transactions posted between October 2nd, and November 27, 2016, totaling $*** *** claimed the card was in his possession when the transactions postedOn December 14, 2016, *** *** claim was denied due to no error found.On February 13th, 2017, *** *** file an unauthorized dispute on multiple transactions posted on February 7th and February 8th, totaling $1,*** *** claimed his card was in his possession when the transactions occurredOn February 24, 2017, *** *** claim was denied due to no error found
April 17, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** * ***
Complaint number: *** Complaint date: April 15, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states she had a hotel make a transaction to her card in error and the hotel attempted to refund the transaction immediately afterwards. She also stated that she attempted to have the hotel send in the hold release request several times and that was not completed. *** *** also states that her balance was off as of April 6th after the merchant hold release On April and 6, we see that the *** Hotel in *** *** attempted to run the full amount of twice and they were declined on the 5th. Then on the 6th on the account the customer had the transition go through and the transaction was released on the 14th once we had an opportunity to review the Merchant hold release documentation on the account A rush card representative called out on April 17th, to inform *** *** about the account and that everything had been cleared and updated. 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
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.
You still aren't addressing the issueThe issue is that I didn't have access to my funds nor my household members fundss in the time I was suppose toWe can go back and forth all the time hereYou need to make this right with compensation and your not with the late fees I was assessed because of your lack of in competenceSo you either settle this here or we can continue to go back and forth and wind up in arbitrationYour choiceI already have *** ready to represent me
Regards,
*** ***
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *
*** Complaint number: *** Complaint date: October 20, 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
Up until now the late posting of direct deposit and late posting of ACH debit was not correctedThe money was not put back in my account and the charges was never reverseI am demanding that the business correct the balance on my account and remove the ACH posting in my account in the amount of $I've been patient enough regarding this matterThis issue had caused tremendous hardship on my part as I am late in paying all my bills to the point that I incurred several late chargesI need Rushcard Unirush LLC to resolve this matter and credit m,y account with the appropriate amount immediately
Regards,
*** ***
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 20, 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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: March 5, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint, he filed a dispute for an ATM transaction posted to his RushCardHe is requesting a refund Our records indicate on March 2, 2018, *** *** disputed an ATM transaction, totaling $RushCard dispute team is in the process of researching *** *** claim. If the claim is not finalized on or before March 27, a provisional credit will be issued to *** *** while the claim is being worked which can take up to days for full resolution. Should *** *** have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
[Rush card has not reimbursed me for the late charges assessed due to their error I have submitted to the attorney general at this point siting fraud.]
Regards,
*** ***
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. In *** *** complaint, she states she disputed unauthorized transactionsShe is requesting a refund Our records indicate on May 01, 2017, *** *** disputed two unauthorized transactionsIn her subsequent dispute form, *** *** states her card had been in her possession and memorizes her pin numberOn June 14, 2017, *** ***’s claim was denied due to pattern of use
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: *** *** ***
April 17,
We received *** ***
complaint regarding access to her funds and the level of customer service
received. Rush Card logs all customer
contact and activity associated with financial cards
After reviewing the calls, ***
*** called in on 2/28/and spoke with an agent that informed her that
the dispute is still in process and will take up to days to investigate the
claimThe agent never stated anything regarding *** ***’s written dispute
form being receivedThe dispute form was signed and dated 3/11/by ***
*** and was not received until 3/12/Since we did not receive the
dispute form back from her within the business days of the dispute being
filed, she does not qualify for the provisional credit*** *** will have
to wait for the dispute to be investigated prior to knowing the outcome of a
creditDisputes can take 45-days to be resolvedWe apologize for the
mis-communication and the frustration that this has caused *** ***
We appreciate *** *** feedbackThese types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers
Regards,
*** ***
Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I have not idea what the person who is corresponding from Rushcard is talking aboutI received a second letter even after with dispute was started with the Revdex.com from Rushcard saying my claim is denied but yet and still they are saying they are waiting on (which is today)They are provided different information to both Revdex.com and myselfI never said the info they had replied and saidThis is the same issue I was dealing with and a reason why I contacted the Revdex.com because, they are not being honest about what I was told and what they are actually doing.
Regards,
*** ***
The issue is not resolved because they keep sending a duplicate letter stating the received the issue and it will take up to daysIt's should not take days when it's their errorI would like to close my account with them once money is receives and so not want to wait days
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 faxed over documents again I called over to rushcard supervisor refused to talk to me they said they will email department .no results stimy issues are still not resolved I never received papers from unirush they wont even answer the phone I have sent in papers to you to prove my claims they said they paid my insurance with progressive in November which gave me a negative in November my insurance never received a payment from them my insurance was cancelled and I had to repay it December to reinstate I faxed over documents to you in faxes
Regards,
*** ***
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Yes the card is working now however that does not take the place of me not having access to my funds It does not take the place that this issue was not fixed overnight and that I kept getting hung up on I kept getting the run aroundYes was credited to my account however I requesting $more dollars for my inconvenienceFor me not having access to my money in a timely manner I missed time from work for this mess
Regards,
*** ***
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 18, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
February 12, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: ***
*** Complaint number: *** Complaint date: February 7, 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 is disputed a charge; however, she stated her account was then closed Our records indicate on January 29, 2017, *** *** filed a claim of an unauthorized transaction *** *** claim was closed on February 2, as it was determined the funds were transferred to *** *** RushCard Goal account. *** *** claimed she did not make the transaction nor does anyone have access to her information. *** *** account was reviewed further and it was determined the account needed to be closed for fraudulent purposed. *** *** remaining account balance of $was sent via bill payment to the address on file Sincerely, RushCard Corporate Customer Service
October 21,
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 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
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. In *** *** complaint, he states he filed two disputes and both claims were denied for no reasonHe states his last claim someone withdrew $1,out of an ATM within an hour after his tax refund postedHe is requesting the funds would be put back in his account Our records indicate on December 3rd, 2016, *** *** contacted RushCard to file an unauthorized dispute on multiple transactions posted between October 2nd, and November 27, 2016, totaling $*** *** claimed the card was in his possession when the transactions postedOn December 14, 2016, *** *** claim was denied due to no error found.On February 13th, 2017, *** *** file an unauthorized dispute on multiple transactions posted on February 7th and February 8th, totaling $1,*** *** claimed his card was in his possession when the transactions occurredOn February 24, 2017, *** *** claim was denied due to no error found
April 17, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** * ***
Complaint number: *** Complaint date: April 15, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states she had a hotel make a transaction to her card in error and the hotel attempted to refund the transaction immediately afterwards. She also stated that she attempted to have the hotel send in the hold release request several times and that was not completed. *** *** also states that her balance was off as of April 6th after the merchant hold release On April and 6, we see that the *** Hotel in *** *** attempted to run the full amount of twice and they were declined on the 5th. Then on the 6th on the account the customer had the transition go through and the transaction was released on the 14th once we had an opportunity to review the Merchant hold release documentation on the account A rush card representative called out on April 17th, to inform *** *** about the account and that everything had been cleared and updated. 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
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.
You still aren't addressing the issueThe issue is that I didn't have access to my funds nor my household members fundss in the time I was suppose toWe can go back and forth all the time hereYou need to make this right with compensation and your not with the late fees I was assessed because of your lack of in competenceSo you either settle this here or we can continue to go back and forth and wind up in arbitrationYour choiceI already have *** ready to represent me
Regards,
*** ***
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *
*** Complaint number: *** Complaint date: October 20, 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
Up until now the late posting of direct deposit and late posting of ACH debit was not correctedThe money was not put back in my account and the charges was never reverseI am demanding that the business correct the balance on my account and remove the ACH posting in my account in the amount of $I've been patient enough regarding this matterThis issue had caused tremendous hardship on my part as I am late in paying all my bills to the point that I incurred several late chargesI need Rushcard Unirush LLC to resolve this matter and credit m,y account with the appropriate amount immediately
Regards,
*** ***
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 20, 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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: March 5, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint, he filed a dispute for an ATM transaction posted to his RushCardHe is requesting a refund Our records indicate on March 2, 2018, *** *** disputed an ATM transaction, totaling $RushCard dispute team is in the process of researching *** *** claim. If the claim is not finalized on or before March 27, a provisional credit will be issued to *** *** while the claim is being worked which can take up to days for full resolution. Should *** *** have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
[Rush card has not reimbursed me for the late charges assessed due to their error I have submitted to the attorney general at this point siting fraud.]
Regards,
*** ***
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. In *** *** complaint, she states she disputed unauthorized transactionsShe is requesting a refund Our records indicate on May 01, 2017, *** *** disputed two unauthorized transactionsIn her subsequent dispute form, *** *** states her card had been in her possession and memorizes her pin numberOn June 14, 2017, *** ***’s claim was denied due to pattern of use
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: *** *** ***
April 17,
We received *** ***
complaint regarding access to her funds and the level of customer service
received. Rush Card logs all customer
contact and activity associated with financial cards
After reviewing the calls, ***
*** called in on 2/28/and spoke with an agent that informed her that
the dispute is still in process and will take up to days to investigate the
claimThe agent never stated anything regarding *** ***’s written dispute
form being receivedThe dispute form was signed and dated 3/11/by ***
*** and was not received until 3/12/Since we did not receive the
dispute form back from her within the business days of the dispute being
filed, she does not qualify for the provisional credit*** *** will have
to wait for the dispute to be investigated prior to knowing the outcome of a
creditDisputes can take 45-days to be resolvedWe apologize for the
mis-communication and the frustration that this has caused *** ***
We appreciate *** *** feedbackThese types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers
Regards,
*** ***
Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I have not idea what the person who is corresponding from Rushcard is talking aboutI received a second letter even after with dispute was started with the Revdex.com from Rushcard saying my claim is denied but yet and still they are saying they are waiting on (which is today)They are provided different information to both Revdex.com and myselfI never said the info they had replied and saidThis is the same issue I was dealing with and a reason why I contacted the Revdex.com because, they are not being honest about what I was told and what they are actually doing.
Regards,
*** ***
The issue is not resolved because they keep sending a duplicate letter stating the received the issue and it will take up to daysIt's should not take days when it's their errorI would like to close my account with them once money is receives and so not want to wait days
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 faxed over documents again I called over to rushcard supervisor refused to talk to me they said they will email department .no results stimy issues are still not resolved I never received papers from unirush they wont even answer the phone I have sent in papers to you to prove my claims they said they paid my insurance with progressive in November which gave me a negative in November my insurance never received a payment from them my insurance was cancelled and I had to repay it December to reinstate I faxed over documents to you in faxes
Regards,
*** ***