Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Problem: THIS IS MY SECOND TIME FILING A COMPLAINT ON THIS COMPANY THEY TOLD ME DAYS FOR A REFUND IT IS DAY 91, AND I HAVE WAIT PATIENTLY FOR MY MONEY AND TODAY THEY TELL ME THAT THEY AREN'T ANY UPDATES ON THE REFUND, THEY ASK ME WHEN I FILED IT LIKE IT ISN'T IN THE SYSTEMTHEY ASK ME QUESTIONS THAT THEY SHOULD SEE IN THE SYSTEM, WHICH ISN'T GOOD CUSTOMER SERVICEI JUST WANT MY MONEY THAT THEY OWE METHE SUPERVISOR ASK ME THE SAY QUESTIONS LIKE HE DIDN'T SEE THE DISPUT FOR THE CHARGES IN THE SYSTEMI JUST WANT MY MONEY.Desired Outcome: I WANT MY MONEY THIS WEEK, I AM NOT WAITING ANY LONGER
Revdex.com:
I am not pleased as to they are still withholding my money I have sent several documents even through fax as they stated they do accept but yet still refuses to allow access to my money They say the accept faxes in order to send my ID and social security cardI've done that and they will not take off the block I don't know how much more info I can prove who I am.I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
Revdex.com:
I have read the response from the business and the information is incorrectI never received any information from the business on the 23rd in relationship to this matter Also the $was charged to a card that the company had to send me for their error and they activated with a monthly charge instead of pay as you go Furthermore the representatives were rude and the language they used was unprofessionalThank you for the update but I will not accept their response
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer:
***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC 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
January 6, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: December 28, 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. *** *** complaint states she did not timely receive a replacement card*** *** further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On December 30, 2015, *** *** contacted RushCard customer service in regards to her inactive card and was informed that the card was activeAccording to *** *** account history as of December 30, she has made seven transactions successfullyAdditionally, a $courtesy credit was issued to *** *** account for the inconvenience. 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 Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Rush Card is sending the exact same response to me each and every timea $credit does not suffice the late payment I receive due to not being able to access my funds or use my card for online bill payment
June 30, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 25, 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 after repeated conversations with RushCard that no one can advise her why she can’t activate her cardShe also states that she does not have access to her funds *** *** would like this issue resolved and get her funds off the card On June 10, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding not being able to activate her replacement card*** *** was advised that this would forwarded to RushCard’s technical team for further researchOn June 27, a RushCard corporate service specialist contacted *** *** and advised that a replacement card was expedited and processed an express cash for her to access to her funds*** *** was satisfied with the resolution We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
June 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 23, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that the pending hold of $***from *** *** *** was voided and a letter was sent to RushCard to release the hold*** *** is requesting that RushCard release the funds back to her account On June 20, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding her pending transaction*** *** was advised that a letter from the merchant detailing that the transaction was voided was requiredOn June 23, a RushCard corporate service specialist contacted *** *** and we were able to contact the merchant to have the letter faxed directly to RushCard’s corporate office *** *** funds were released back to the account*** *** was satisfied with the resolution We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I literally just concluded a minute phone call with Rush Card representatives to follow up on the dispute of and claim of approximately $The representatives did not have adequate notes on my account to refer to, each claimed to have not received the documentation I faxed in earlier this month regarding both mattersAfter thorough review, they were able to find the faxesThis demonstrates how RushCard's processes and operations are questionableA representative in the Dispute Department advised that the merchant would be contacted by a member of the Risk Team, whom is expected to note the account accordinglyHowever, no one is able to confirm or verify the merchants contact information with meThe fact that this information was faxed in and the representative clearly had access to the document but did not realize that the contant information was provided is disturbingI was reassured that this would be resolved within 45-daysHowever, action towards this resolutions does not seem to be in motion seeing as how representatives of the company either have little idea of what is going on or are unable to document/relay this information effectively. The merchants are eagerly waiting to be contacted by Rushcard and are willing to cooperateThey are local, therefore I am certain of thisWhat I am not certain of is RushCards competency and ability to resolve this matter. Since this account has been opened, there has been a total exceeding $of transactions improperly handled by Rushcard on my account. This needs to be resolved asapAnother claim will be filed shortly to request payment of accruing late charges regarding the non-payment to merchantAgain, this is a housing/ mortgage issue.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This matter was resolved thank you for your help
Regards,
*** ***
7/12/2017This 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 filed an unauthorized dispute after her card was stolenShe is requesting a refund Our records indicate on May 31, to dispute Unauthorized ATM transactions totaling $807. Subsequently on *** *** dispute form she stated her card was stolen and her pin was memorized and not shared with anyoneBased on the above, the Disputes Team concluded the that the transactions were, in fact, authorized
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. Also gave them one more chance and still have yet to receive my funds for this week customer service still hangs up and still can not get ahold of anyone to talk to a week later now my car is up for repossession and have no other source of income
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
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 19, 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*** ***’ complaint
states that she was deprived access to her funds in her RushCard account and she
was unable to contact RushCard Customer Service. A RushCard Customer Service Representative
contacted *** *** on 10/29/to apologize for the inconvenience this
matter has caused, and to check the status of her account*** *** was not
available, and she did not have voicemail available RushCard can confirm that *** ***’ direct
deposit posted to her account on 10/16/and that she began using her
RushCard to make transactions on 10/21/15.
Additionally, a $courtesy credit was issued to *** ***’ RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 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
The same cactus thing happened again in October and I was charged $replacement card fee and $expidited fee for card ending in *** I never requested card closingThis is redundant
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** *** They have been telling me since April 11, that they sent my check and it will take 5-business days to get itThey even suggested in the middle of April that they sent my check already and I needed to contact the post office to get it, which was a lieI just think these people are lying and I don't trust what they say until I get my check in my handsIt's only $I don't get why I have to call these people times for them to send me a check over and over againThey keep telling me oh we apologize we are doing a follow up like they are all reading from a scriptMy account has been close since April 10, why does it take almost two months to get what is owe to me? This was actually the first time they called me telling me they sent my check it took a complaint to the Revdex.com for them to even contact meThis has been a waste of my timeI don't trust what they say anymore
January 11, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: November 3, 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 10, 2015, *** *** made a $transaction for *** *** *** on her RushCard accountOn October 12, 2015, the merchant settled on the transactionOn November 25, 2015, *** *** filed an error allegation dispute and per RushCard Cardholder Agreement the disputes process can take up to to days to investigate and research the claimOnce the claim is finale *** *** will receive a letter in the mail explaining the outcome of the claimWe 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 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. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 23, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Problem: THIS IS MY SECOND TIME FILING A COMPLAINT ON THIS COMPANY THEY TOLD ME DAYS FOR A REFUND IT IS DAY 91, AND I HAVE WAIT PATIENTLY FOR MY MONEY AND TODAY THEY TELL ME THAT THEY AREN'T ANY UPDATES ON THE REFUND, THEY ASK ME WHEN I FILED IT LIKE IT ISN'T IN THE SYSTEMTHEY ASK ME QUESTIONS THAT THEY SHOULD SEE IN THE SYSTEM, WHICH ISN'T GOOD CUSTOMER SERVICEI JUST WANT MY MONEY THAT THEY OWE METHE SUPERVISOR ASK ME THE SAY QUESTIONS LIKE HE DIDN'T SEE THE DISPUT FOR THE CHARGES IN THE SYSTEMI JUST WANT MY MONEY.Desired Outcome: I WANT MY MONEY THIS WEEK, I AM NOT WAITING ANY LONGER
Revdex.com:
I am not pleased as to they are still withholding my money I have sent several documents even through fax as they stated they do accept but yet still refuses to allow access to my money They say the accept faxes in order to send my ID and social security cardI've done that and they will not take off the block I don't know how much more info I can prove who I am.I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
Revdex.com:
I have read the response from the business and the information is incorrectI never received any information from the business on the 23rd in relationship to this matter Also the $was charged to a card that the company had to send me for their error and they activated with a monthly charge instead of pay as you go Furthermore the representatives were rude and the language they used was unprofessionalThank you for the update but I will not accept their response
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer:
***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC 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
January 6, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: December 28, 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. *** *** complaint states she did not timely receive a replacement card*** *** further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On December 30, 2015, *** *** contacted RushCard customer service in regards to her inactive card and was informed that the card was activeAccording to *** *** account history as of December 30, she has made seven transactions successfullyAdditionally, a $courtesy credit was issued to *** *** account for the inconvenience. 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 Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Rush Card is sending the exact same response to me each and every timea $credit does not suffice the late payment I receive due to not being able to access my funds or use my card for online bill payment
June 30, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 25, 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 after repeated conversations with RushCard that no one can advise her why she can’t activate her cardShe also states that she does not have access to her funds *** *** would like this issue resolved and get her funds off the card On June 10, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding not being able to activate her replacement card*** *** was advised that this would forwarded to RushCard’s technical team for further researchOn June 27, a RushCard corporate service specialist contacted *** *** and advised that a replacement card was expedited and processed an express cash for her to access to her funds*** *** was satisfied with the resolution We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
June 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 23, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that the pending hold of $***from *** *** *** was voided and a letter was sent to RushCard to release the hold*** *** is requesting that RushCard release the funds back to her account On June 20, 2016, *** *** contacted RushCard and spoke to a customer service agent regarding her pending transaction*** *** was advised that a letter from the merchant detailing that the transaction was voided was requiredOn June 23, a RushCard corporate service specialist contacted *** *** and we were able to contact the merchant to have the letter faxed directly to RushCard’s corporate office *** *** funds were released back to the account*** *** was satisfied with the resolution We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I literally just concluded a minute phone call with Rush Card representatives to follow up on the dispute of and claim of approximately $The representatives did not have adequate notes on my account to refer to, each claimed to have not received the documentation I faxed in earlier this month regarding both mattersAfter thorough review, they were able to find the faxesThis demonstrates how RushCard's processes and operations are questionableA representative in the Dispute Department advised that the merchant would be contacted by a member of the Risk Team, whom is expected to note the account accordinglyHowever, no one is able to confirm or verify the merchants contact information with meThe fact that this information was faxed in and the representative clearly had access to the document but did not realize that the contant information was provided is disturbingI was reassured that this would be resolved within 45-daysHowever, action towards this resolutions does not seem to be in motion seeing as how representatives of the company either have little idea of what is going on or are unable to document/relay this information effectively. The merchants are eagerly waiting to be contacted by Rushcard and are willing to cooperateThey are local, therefore I am certain of thisWhat I am not certain of is RushCards competency and ability to resolve this matter. Since this account has been opened, there has been a total exceeding $of transactions improperly handled by Rushcard on my account. This needs to be resolved asapAnother claim will be filed shortly to request payment of accruing late charges regarding the non-payment to merchantAgain, this is a housing/ mortgage issue.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This matter was resolved thank you for your help
Regards,
*** ***
7/12/2017This 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 filed an unauthorized dispute after her card was stolenShe is requesting a refund Our records indicate on May 31, to dispute Unauthorized ATM transactions totaling $807. Subsequently on *** *** dispute form she stated her card was stolen and her pin was memorized and not shared with anyoneBased on the above, the Disputes Team concluded the that the transactions were, in fact, authorized
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. Also gave them one more chance and still have yet to receive my funds for this week customer service still hangs up and still can not get ahold of anyone to talk to a week later now my car is up for repossession and have no other source of income
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
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 19, 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*** ***’ complaint
states that she was deprived access to her funds in her RushCard account and she
was unable to contact RushCard Customer Service. A RushCard Customer Service Representative
contacted *** *** on 10/29/to apologize for the inconvenience this
matter has caused, and to check the status of her account*** *** was not
available, and she did not have voicemail available RushCard can confirm that *** ***’ direct
deposit posted to her account on 10/16/and that she began using her
RushCard to make transactions on 10/21/15.
Additionally, a $courtesy credit was issued to *** ***’ RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 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
The same cactus thing happened again in October and I was charged $replacement card fee and $expidited fee for card ending in *** I never requested card closingThis is redundant
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** *** They have been telling me since April 11, that they sent my check and it will take 5-business days to get itThey even suggested in the middle of April that they sent my check already and I needed to contact the post office to get it, which was a lieI just think these people are lying and I don't trust what they say until I get my check in my handsIt's only $I don't get why I have to call these people times for them to send me a check over and over againThey keep telling me oh we apologize we are doing a follow up like they are all reading from a scriptMy account has been close since April 10, why does it take almost two months to get what is owe to me? This was actually the first time they called me telling me they sent my check it took a complaint to the Revdex.com for them to even contact meThis has been a waste of my timeI don't trust what they say anymore
January 11, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: November 3, 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 10, 2015, *** *** made a $transaction for *** *** *** on her RushCard accountOn October 12, 2015, the merchant settled on the transactionOn November 25, 2015, *** *** filed an error allegation dispute and per RushCard Cardholder Agreement the disputes process can take up to to days to investigate and research the claimOnce the claim is finale *** *** will receive a letter in the mail explaining the outcome of the claimWe 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 Corporate Customer Service