January 10, 2018 VIA ONLINE SUBMISSION:Revdex.com E 4th STE 600Cincinnati Ohio 45202 Re: Consumer: *** ***Complaint number:
*** Complaint date: January 2, 2018 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 she sent a request to get answer to her questions to find out why funds for a duplicate deposit was taken out over payments instead of just taking out the total amount*** *** is requesting an answer to her questions/concern. Our records indicate that there were enough funds in *** *** RushCard account to with draw a onetime payment to cover the negative balance Further, our records show that a direct deposit in the amount of $4,was credited to the account on 12/6/On 12/14/RushCard received notification from *** *** to debit the account in the amount of $4,As a result, this caused the account to go negative in the amount of $2,On 12/18/a cash load of $and a direct deposit of $4,on 12/28/took care of the negative balance leaving the account balance of $2, We appreciate *** *** feedback. Regards, RushCard Corporate Customer Service
On June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same dayI had just come back from ***, paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance wasOnce I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediatelyAccording to Rushcard, my funds are protected from unauthorized transactions under the *** zero liability security policy and they are FDIC-insured through ***, Member FDICWith their reliable fraud prevention services, I am protected from unauthorized use of my card or account informationWith the *** Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safeMy money was stolen from me and it appears this doesn't apply to meThere are red flags that happened on the account that are out of my account activityThe perpetrator did a balance inquiry right before pulling the funds leaving my balance at $then did one more balance inquiryUsing the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amountsI've been with rush for many yearsI've had other accounts of mine been compromised and those business took care of them immediately, they apologized for the leak, reassured me my account was protected, and took care of all fraudulent chargesRush card did notRush card asks me to provide proof, but doesn't tell me what I could provide l, sent a copy of my time card verifying I was at work but that isn't enough for them
March 5, 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 RushCard has sent a final letter to *** *** address on file regarding her the final decision of her claim, outbound calls have also been placed with no return call as of this time therefore the matter is considered closed at this time. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
November 16, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: November 7, 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 *** *** has access to her funds and
account informationWe are proactively reaching out to our customers who were impacted
by the outage and confirming that their cards are working properlyIn
addition, as a Thank You to our cardholders for sticking with us, we have
announced a Fee Holiday beginning November 1, and continuing through
February 29, 2016. For more details,
please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 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
October 4, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: October 4, 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 she was told by RushCard customer service agents that if she got letters from the merchants, her pending pre-authorization transactions totaling $would be released*** *** states she had the letters sent, and is requesting that her holds be released Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that *** *** contacted customer service on September 29, and spoke to agents that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release LetterOn September 29, 2017, we received such a Letter from *** * *** ***. The letter from *** *** was not validOn October 4, RushCard contacted the *** merchant to verify the LetterThe funds for that transaction has been released On October 4, a corporate resolution specialist contacted *** *** to advise her of this information*** *** was also advised that the letter from *** *** was not valid*** *** was advised of what needed to be included in the letter*** *** indicated that she would contact the merchant and have another letter sent We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 29, 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
December 21, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: October 22, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, *** ***’s RushCard is not in negative balance and fees are not being charged to his accountPlease clarify if *** *** is referring to *** *** Corporate of RushCard CorporateWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 13, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio 45202 Re: Consumer: *** *** Complaint number: *** Complaint date: November 29, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, On October 19, 2015, RushCard debited $from *** *** account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense *** *** for the unusual account fluctuations and inconvenience caused by the service interruptionOn October 2, 2015, the referrer applied for a RushCard with using a referral code *** at the time of the applicationOn October 29, 2015, *** *** contacted RushCard customer service and advised that her account and the referee were never provided the $refer a friend credit to both of their accountsThe referred cardholder will be required to load a minimum of $to the new card before the $20/$will payoutAttached to the complaint response are screenshots of the two direct deposits that posted to *** *** accountWe appreciate this feedback and sincerely apologize for the inconvenience this has causedRushCard Corporate Customer Service
August 1, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: July 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 contends that RushCard is stealing her money off her account and refusing to issue her a card. *** *** also states she needs a new card and to be able to access her funds Per the previous response our records indicate that on July 18,*** *** failed RushCard’s verification process. As 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 daysAs of date RushCard is requesting a valid copy of *** *** Government Issued Identification and Social Security CardNo photo copies of these documents will be accepted We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com
W Seventh St Suite
Cincinnati OH
RE: Case *** *** *** ***
May 7,
We received *** *** complaint
regarding access to her blocked account and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
I understand the concern ***
*** has regarding her RushCard account being closedWe apologize for the inconvenience
this may have caused and there will be no compensation provided onto *** ***’*
closed account
We appreciate *** ***’s feedback. These 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 been with Rush Card for various years and there has never been a situation such as this. I understand holds are placed on account when debited however, they state the funds were not available, that is not true! I have a direct deposit to my account bi-weekly. I cannot withdraw funds without there being any in my account.The agent I spoke admitted it was their error and no funds should have ever been reversed! They are causing other automatically deducted billings to bounce! It is not proper business to make an error and cause the consumer to suffer! They made no attempt to notify me of any error; reversal nor deduction on their part. They have $dollars pending to come out of this weeks pay and that will interrupt my rent being paid! Rush Card is 100% completely at fault for their error and acting as if it is my fault
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
Rush Card and has addressed the issue and explained why the situation happened in the first placeI was aware of this last week! I want my $that I lost in cancellation feesRush Card sending my money in my account express and my new card express helps, but it doesn't fix the fact that I didn't go on my trip and I had to pay fees and the fact I went a week without money from my account!
Regards,
*** ***
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 19, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: July 7, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that RushCard blocked her account due to her not being able to remember her security code and documents were requested*** *** further states that she sent in all required documents and still does not have access to her funds*** *** is requesting her funds be transferred to her other card Our records indicate that on June 16, someone contacted RushCard customer service stating they were *** ***, and requested a replacement card be sent and added a security codeLater that same day *** *** called customer service and was unable to verify the security code*** *** was asked to submit identification documentationWe request copies of the following: valid Driver’s License/State ID, social security card and proof of address dated within the last days On July 18, 2017, after our Risk department reviewed the documents, and it was determine to be a case of possible account take over and the account was closeOn July 18, a corporate resolution specialist contacted *** *** to advise her of this informationA check was issued for the remaining balance and *** *** was provided with the 5-business days it takes to receive the check. *** *** indicated that this resolution was acceptable. We appreciate *** *** feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. RushCard, Corporate Customer Service
My name again is *** ***I am attaching my sister in law print out from *** that shows the *** chargeBack on 9-6-in the amount of,$which the business UniRush stated to me they never received this money in my accountI would like to have them either pay the total that is due now with a late charge of $as we have made the payment of on 9-26-threw my sister in law other debit card so services are not interruptedPlease find these attached documents helpful in a outcome to be positive. Thanks ***
Revdex.com:
I received an email from rush and they credited my account , I contacted them and they said they will be sending a check within 7-business dayWill be contacted if I do not received the check
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
I followed the instructions on the company's websiteThey are the ones who did not file my dispute on 2/or 2/In addition, they sent me a dispute form on 2/which they filled out and refused to send me a blank oneThe form has information about the date I filedIt also says clearly that I had possession of my card yet they went ahead on the 26th and shut off my card without informing meI had already explained I was in the process of moving and do not have a mailing addressI was also told that the provisional credit would be in my account within business days of the 18th which would be the 3rdIt is not thereI have sent their dispute form with the necessary corrections and do not understand why what they state on their website isn't being upheld
Regards,
*** ***
January 10, 2018 VIA ONLINE SUBMISSION:Revdex.com E 4th STE 600Cincinnati Ohio 45202 Re: Consumer: *** ***Complaint number:
*** Complaint date: January 2, 2018 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 she sent a request to get answer to her questions to find out why funds for a duplicate deposit was taken out over payments instead of just taking out the total amount*** *** is requesting an answer to her questions/concern. Our records indicate that there were enough funds in *** *** RushCard account to with draw a onetime payment to cover the negative balance Further, our records show that a direct deposit in the amount of $4,was credited to the account on 12/6/On 12/14/RushCard received notification from *** *** to debit the account in the amount of $4,As a result, this caused the account to go negative in the amount of $2,On 12/18/a cash load of $and a direct deposit of $4,on 12/28/took care of the negative balance leaving the account balance of $2, We appreciate *** *** feedback. Regards, RushCard Corporate Customer Service
On June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same dayI had just come back from ***, paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance wasOnce I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediatelyAccording to Rushcard, my funds are protected from unauthorized transactions under the *** zero liability security policy and they are FDIC-insured through ***, Member FDICWith their reliable fraud prevention services, I am protected from unauthorized use of my card or account informationWith the *** Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safeMy money was stolen from me and it appears this doesn't apply to meThere are red flags that happened on the account that are out of my account activityThe perpetrator did a balance inquiry right before pulling the funds leaving my balance at $then did one more balance inquiryUsing the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amountsI've been with rush for many yearsI've had other accounts of mine been compromised and those business took care of them immediately, they apologized for the leak, reassured me my account was protected, and took care of all fraudulent chargesRush card did notRush card asks me to provide proof, but doesn't tell me what I could provide l, sent a copy of my time card verifying I was at work but that isn't enough for them
March 5, 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 RushCard has sent a final letter to *** *** address on file regarding her the final decision of her claim, outbound calls have also been placed with no return call as of this time therefore the matter is considered closed at this time. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
November 16, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: November 7, 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 *** *** has access to her funds and
account informationWe are proactively reaching out to our customers who were impacted
by the outage and confirming that their cards are working properlyIn
addition, as a Thank You to our cardholders for sticking with us, we have
announced a Fee Holiday beginning November 1, and continuing through
February 29, 2016. For more details,
please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 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
October 4, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: October 4, 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 she was told by RushCard customer service agents that if she got letters from the merchants, her pending pre-authorization transactions totaling $would be released*** *** states she had the letters sent, and is requesting that her holds be released Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that *** *** contacted customer service on September 29, and spoke to agents that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release LetterOn September 29, 2017, we received such a Letter from *** * *** ***. The letter from *** *** was not validOn October 4, RushCard contacted the *** merchant to verify the LetterThe funds for that transaction has been released On October 4, a corporate resolution specialist contacted *** *** to advise her of this information*** *** was also advised that the letter from *** *** was not valid*** *** was advised of what needed to be included in the letter*** *** indicated that she would contact the merchant and have another letter sent We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 29, 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
December 21, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: October 22, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, *** ***’s RushCard is not in negative balance and fees are not being charged to his accountPlease clarify if *** *** is referring to *** *** Corporate of RushCard CorporateWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service. RushCard Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 13, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio 45202 Re: Consumer: *** *** Complaint number: *** Complaint date: November 29, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, On October 19, 2015, RushCard debited $from *** *** account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense *** *** for the unusual account fluctuations and inconvenience caused by the service interruptionOn October 2, 2015, the referrer applied for a RushCard with using a referral code *** at the time of the applicationOn October 29, 2015, *** *** contacted RushCard customer service and advised that her account and the referee were never provided the $refer a friend credit to both of their accountsThe referred cardholder will be required to load a minimum of $to the new card before the $20/$will payoutAttached to the complaint response are screenshots of the two direct deposits that posted to *** *** accountWe appreciate this feedback and sincerely apologize for the inconvenience this has causedRushCard Corporate Customer Service
August 1, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: July 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 contends that RushCard is stealing her money off her account and refusing to issue her a card. *** *** also states she needs a new card and to be able to access her funds Per the previous response our records indicate that on July 18,*** *** failed RushCard’s verification process. As 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 daysAs of date RushCard is requesting a valid copy of *** *** Government Issued Identification and Social Security CardNo photo copies of these documents will be accepted We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com
W Seventh St Suite
Cincinnati OH
RE: Case *** *** *** ***
May 7,
We received *** *** complaint
regarding access to her blocked account and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
I understand the concern ***
*** has regarding her RushCard account being closedWe apologize for the inconvenience
this may have caused and there will be no compensation provided onto *** ***’*
closed account
We appreciate *** ***’s feedback. These 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 been with Rush Card for various years and there has never been a situation such as this. I understand holds are placed on account when debited however, they state the funds were not available, that is not true! I have a direct deposit to my account bi-weekly. I cannot withdraw funds without there being any in my account.The agent I spoke admitted it was their error and no funds should have ever been reversed! They are causing other automatically deducted billings to bounce! It is not proper business to make an error and cause the consumer to suffer! They made no attempt to notify me of any error; reversal nor deduction on their part. They have $dollars pending to come out of this weeks pay and that will interrupt my rent being paid! Rush Card is 100% completely at fault for their error and acting as if it is my fault
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
Rush Card and has addressed the issue and explained why the situation happened in the first placeI was aware of this last week! I want my $that I lost in cancellation feesRush Card sending my money in my account express and my new card express helps, but it doesn't fix the fact that I didn't go on my trip and I had to pay fees and the fact I went a week without money from my account!
Regards,
*** ***
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 19, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: July 7, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that RushCard blocked her account due to her not being able to remember her security code and documents were requested*** *** further states that she sent in all required documents and still does not have access to her funds*** *** is requesting her funds be transferred to her other card Our records indicate that on June 16, someone contacted RushCard customer service stating they were *** ***, and requested a replacement card be sent and added a security codeLater that same day *** *** called customer service and was unable to verify the security code*** *** was asked to submit identification documentationWe request copies of the following: valid Driver’s License/State ID, social security card and proof of address dated within the last days On July 18, 2017, after our Risk department reviewed the documents, and it was determine to be a case of possible account take over and the account was closeOn July 18, a corporate resolution specialist contacted *** *** to advise her of this informationA check was issued for the remaining balance and *** *** was provided with the 5-business days it takes to receive the check. *** *** indicated that this resolution was acceptable. We appreciate *** *** feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. RushCard, Corporate Customer Service
My name again is *** ***I am attaching my sister in law print out from *** that shows the *** chargeBack on 9-6-in the amount of,$which the business UniRush stated to me they never received this money in my accountI would like to have them either pay the total that is due now with a late charge of $as we have made the payment of on 9-26-threw my sister in law other debit card so services are not interruptedPlease find these attached documents helpful in a outcome to be positive. Thanks ***
Revdex.com:
I received an email from rush and they credited my account , I contacted them and they said they will be sending a check within 7-business dayWill be contacted if I do not received the check
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
I followed the instructions on the company's websiteThey are the ones who did not file my dispute on 2/or 2/In addition, they sent me a dispute form on 2/which they filled out and refused to send me a blank oneThe form has information about the date I filedIt also says clearly that I had possession of my card yet they went ahead on the 26th and shut off my card without informing meI had already explained I was in the process of moving and do not have a mailing addressI was also told that the provisional credit would be in my account within business days of the 18th which would be the 3rdIt is not thereI have sent their dispute form with the necessary corrections and do not understand why what they state on their website isn't being upheld
Regards,
*** ***