November 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: November 2, 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 he still has not received his replacement card, and was denied an express cash by RushCard customer service department*** *** states because of medical issues he needs his funds as soon as possible On November 2, *** *** contacted RushCard and spoke to a customer service agent and advised them he still has not received his replacement cardAn expedited card was processed and *** *** was advised that he would receive the card on Friday 11/4/*** *** requested and express cash and was provided with incorrect information that we were not able to process the request for himOn November 3, 2016, a RushCard corporate customer service specialist contacted *** *** and apologized for the misinformationAn express cash was processed for *** *** to pick upThis resolution was satisfactory to *** ***RushCard considers this issue resolved We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
April 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: April 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 previous response does not resolve her issueShe states that the issue with her being arrested because RushCard could not verify her funds was not resolved*** *** also said that the multiple cards showing on her online account was not resolved On April 25, when a RushCard corporate specialist contacted *** ***, she was advised that RushCard records don’t indicate a declined transaction for insufficient fundsTherefore, we are not able to assist her with her police situationFurthermore, *** *** was advised that we are not able to remove the multiple cards showing on her online accountShe was advised that she could select her current card and that card would show first We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
November 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: October 27, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she did not get a message from RushCard regarding her Refer a Friend*** *** also states that he4r referee did meet all the qualifications and wants her $for the promotion On November 10, a corporate resolution specialist attempted to contact *** *** again, to advise her why the qualifiers were not met for the Refer a FriendA detailed message was left for a callback. We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
February 11,
VIA
ONLINE SUBMISSION:
RevDex.com
W Seventh St Suite
Cincinnati Ohio
"margin-bottom:0in;margin-bottom:.0001pt;text-indent:
.5in">
Re: Consumer:
*** ***
Complaint number:
***
Complaint date: February 08,
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 stated that multiple unauthorized
transactions totaling $were made on his RushCard account*** *** also
stated that he received several replacement cards each time he contacted
Customer Service regarding the unauthorized transactionsIn addition, *** ***e stated he was charged a $expedited card fee and would like to receive a
refund for the unauthorized transactions and the $expedited card fee
On October 31, *** *** contacted RushCard to file a dispute
regarding multiple unauthorized transactions that were made on his account
ending Per RushCard’s Card Holder Agreement, due to multiple unauthorized
transactions on *** *** account, an expedited card was issued waiving the $
feeOn December 6, RushCard records show a credit of $was posted Mr
***e’s accountOn February 10, a Corporate Customer Service Specialist
contacted *** *** and advised of the outcome of the dispute and that a letter
was sent on January 24, to the address on file*** *** stated he did
not received a letter and requested a copy of the letter be sent to his email
address*** *** wanted to dispute additional charges from 2014, but was
advised of the timeframe requirement
We appreciate this feedback and
sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience
supported by reliable customer service
Regards,
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,
*** ***
April 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: April 13, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she has been submitting documentation to verify her address since April 6,and RushCard claims they haven’t received the documents. *** *** states she has submitted all documentation and has received confirmation that it has been received. *** *** also states that she would like RushCard to send her a replacement card. Our records indicate that a replacement card was sent on 3/19/to *** *** address on file. Our records further indicate that when *** *** contacted us on 4/6/17, she was advised that the card was returnedAt that point, *** *** requested her address be updatedAs per the RushCard Cardholder Agreement, RushCard requested proof of identity from *** ***She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days As of date a valid form of proof of address is still needed on *** *** RushCard account. On April 14, 2017, a RushCard corporate customer service specialist contacted *** *** to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard,
September 27, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: September 25, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she requested a replacement card on 8/29/and did not get her card until 9/because of agent error*** *** also states she spoke to RushCard customer service on occasions and was told that her request for her $expedited fee was forwarded for reviewed*** *** is requesting that her expedited fee be refunded Our records indicate that *** *** contacted RushCard and requested a replacement card on 8/29/ *** *** was advised that documents were needed before her address could be updated and a replacement card sentOur Risk Department reviewed the documents on 8/and approved the replacement cardOn 9/2/a replacement card was expedited to the address on fileAfter reviewing *** *** account, our notes indicate that she was given misinformation regarding the expedited feeOn 9/26/a $credit was applied to *** *** accountOn 9/a corporate resolution specialist attempted to contact *** *** to advise her of this informationA detailed message was left for a callback We appreciate *** *** feedback Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 4, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: March 10, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she is unable to get a hold of Rush Card and that she is attempting to make a payment with her card to her insurance with *** *** as her provider and is afraid of not being covered. On March 10th we received an email response from *** *** and Called out and explained how to use our IVR phone system. The IVR phone system allows for a customer to see balances and transactions as well as when a customer listens to the end of the prompt it provides access to a customer service professional. We also reviewed *** *** account in her statements and on March 11th *** *** pulled out two amounts, the first of and as the second amount. On March 21st upon receiving the complaint we went over these findings and *** *** also requested a statement showing proof and asked for it to be mailed. We did that but have also included it here to show proof of the payment based on the complaint We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
On September 29, 2016, *** *** contacted Rushcard in regards to multiple unauthorized transactions that posted to her account from ***, *** ***, & *** ** of $*** *** requested for the funds to be credited back to her accountCustomer service agent explained funds
cannot be reversed; however, *** *** can dispute the charges once they settle*** *** then asked to speak to a managerCustomer Service Agent blocked the fraud card and issues *** *** a new card before transferring the callThe supervisor on duty explained to *** *** the authorization processOn September 30, a dispute was filed for the posted transactions totaling $347.96, and on October 03rd, a dispute was filed totaling $160.95. On October 12th, 2016, RushCard issued temporary credit for $while the investigation is ongoingOnce the days investigations are up, *** *** will be notified in writing by UniRush
November 10, 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
worked around the clock to resolve these problems. At this time, our system is up and running
and *** *** has access to his funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. 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
This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** ** *** complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed Our records indicate on March 2nd, 2017, *** *** contacted RushCard to file an Unauthorized dispute for ATM transactions totaling $2,*** *** claimed her had been in her possession when the fraudulent transactions occurred and her pin number had been memorized and never been sharedOn March 15, 2017, *** *** case was denied due to no error found. *** *** account is new with RushCard, she had just been a recent RushCard customer, and her card had just been recently activated before the fraud*** *** account was closed after her dispute was denied because she is considered high risk 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
Complaint #*** We have received a second rebuttal for the above complaint, in which we have provided the customer with the information regarding her Revdex.com We have found in our research that this customer has completed the card to card transfer and our IP logs do support this information We have tried to reach out to this customer, and as of today no reply We have no further information to provide the customer, and would like to see if you can close this out I do appreciate your assistance in this matter. Thank you UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comSatoyra H., Customer ServiceDirect: ###-###-#### option #1Fax: ###-###-####mailto:***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12105120, 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,
*** ***
Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio 45202 RE: *** *** Complaint ID: *** May 6, 2015 We received*** *** complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and
activity associated with financial cards. After reviewof *** *** account the last deposit received was posted on 4/14/witha pay date of 4/15/After further review I am showing *** *** has a paydate approximately every two weeksRushCard in the process of upgrading ourDirect Deposit feature and transitioning it to ***As part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: *** Financial Institution Name: *** Deposit ID/AccountNumber: ***Please have*** *** check with her payroll to validate the routing number and accountnumber her direct deposit was sent to, or see if a paper check was issued to her.We sincerely apologize for the confusion and inconvenience this has causedIf* *** would like to speak with someone in the corporate office regardingmore information, please have her call ###-###-#### and press option 1. Weappreciate *** *** feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, ***
***CustomerService Specialist
RevDex.com
"
line-height:150%,sans-serif>W Seventh St
Suite
Cincinnati OH
RE: Case *** *** ***
April 14,
We received Mr
Gray’s complaint regarding the availability of funds and the level of customer
service received. RushCard logs all
customer contact and activity associated with financial cards
We apologize for
the confusion that may have occurred between *** *** and our customer service
department. *** *** contacted our
customer service department on 4/10/and 4/11/regarding a direct
deposit from his school that had not posted to his account. *** *** was advised at that time that we had
not received any direct deposit under his name or account number, and to please
check with the remitter to make sure the deposit was sent with the correct
account information. On 4/13/we
received *** *** direct deposit and it has been posted to his account
Please see below the details of the direct deposit
Posted
Date
Effective
Date
Amount
Type
Deposit
Status
Description
4/13/
4/13/
$
Direct
Matched
*** *** *** * *** ***
We appreciate *** *** 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
Can we close this customer’s complaint? We have conclusive evidence she benefited from the transactions. Thanks,Anna UniRush, LLCCreek Rd, Suite 200Cincinnati, Ohio 45242Rushcard.comAnna D., Chargeback Disputes Manager
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,
*** *** online their process says days, their representative tild me the merchant has days or they will automatically issue credit back, now their saying they will wait until July to issue credit backThey are not doing what they can to protect their consumers and the customer service provided is unrulyI will be cancelling services woth this business and I expect my credit now!
August 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: August 2, 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 he still has not received his check that was processed on 8/15/He also states he would like for his check to be it sent to the correct address Per previous response on August 25, after additional review, RushCard has determined that *** *** check was not received due to a system limitationTherefore, he will not be able to receive the check via mailOn August 25, a RushCard corporate customer service specialist attempted to contact *** *** to offer an express cash for the remaining funds on his accountThe phone number provided in the complaint is not invalidOn August 29, express cash in the amount of $was issued to *** *** for the funds on the account We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
November 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: November 2, 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 he still has not received his replacement card, and was denied an express cash by RushCard customer service department*** *** states because of medical issues he needs his funds as soon as possible On November 2, *** *** contacted RushCard and spoke to a customer service agent and advised them he still has not received his replacement cardAn expedited card was processed and *** *** was advised that he would receive the card on Friday 11/4/*** *** requested and express cash and was provided with incorrect information that we were not able to process the request for himOn November 3, 2016, a RushCard corporate customer service specialist contacted *** *** and apologized for the misinformationAn express cash was processed for *** *** to pick upThis resolution was satisfactory to *** ***RushCard considers this issue resolved We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
April 26, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: April 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 previous response does not resolve her issueShe states that the issue with her being arrested because RushCard could not verify her funds was not resolved*** *** also said that the multiple cards showing on her online account was not resolved On April 25, when a RushCard corporate specialist contacted *** ***, she was advised that RushCard records don’t indicate a declined transaction for insufficient fundsTherefore, we are not able to assist her with her police situationFurthermore, *** *** was advised that we are not able to remove the multiple cards showing on her online accountShe was advised that she could select her current card and that card would show first We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
November 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: October 27, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she did not get a message from RushCard regarding her Refer a Friend*** *** also states that he4r referee did meet all the qualifications and wants her $for the promotion On November 10, a corporate resolution specialist attempted to contact *** *** again, to advise her why the qualifiers were not met for the Refer a FriendA detailed message was left for a callback. We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
February 11,
VIA
ONLINE SUBMISSION:
RevDex.com
W Seventh St Suite
Cincinnati Ohio
"margin-bottom:0in;margin-bottom:.0001pt;text-indent:
.5in">
Re: Consumer:
*** ***
Complaint number:
***
Complaint date: February 08,
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 stated that multiple unauthorized
transactions totaling $were made on his RushCard account*** *** also
stated that he received several replacement cards each time he contacted
Customer Service regarding the unauthorized transactionsIn addition, *** ***e stated he was charged a $expedited card fee and would like to receive a
refund for the unauthorized transactions and the $expedited card fee
On October 31, *** *** contacted RushCard to file a dispute
regarding multiple unauthorized transactions that were made on his account
ending Per RushCard’s Card Holder Agreement, due to multiple unauthorized
transactions on *** *** account, an expedited card was issued waiving the $
feeOn December 6, RushCard records show a credit of $was posted Mr
***e’s accountOn February 10, a Corporate Customer Service Specialist
contacted *** *** and advised of the outcome of the dispute and that a letter
was sent on January 24, to the address on file*** *** stated he did
not received a letter and requested a copy of the letter be sent to his email
address*** *** wanted to dispute additional charges from 2014, but was
advised of the timeframe requirement
We appreciate this feedback and
sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience
supported by reliable customer service
Regards,
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,
*** ***
April 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: April 13, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she has been submitting documentation to verify her address since April 6,and RushCard claims they haven’t received the documents. *** *** states she has submitted all documentation and has received confirmation that it has been received. *** *** also states that she would like RushCard to send her a replacement card. Our records indicate that a replacement card was sent on 3/19/to *** *** address on file. Our records further indicate that when *** *** contacted us on 4/6/17, she was advised that the card was returnedAt that point, *** *** requested her address be updatedAs per the RushCard Cardholder Agreement, RushCard requested proof of identity from *** ***She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days As of date a valid form of proof of address is still needed on *** *** RushCard account. On April 14, 2017, a RushCard corporate customer service specialist contacted *** *** to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard,
September 27, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: September 25, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she requested a replacement card on 8/29/and did not get her card until 9/because of agent error*** *** also states she spoke to RushCard customer service on occasions and was told that her request for her $expedited fee was forwarded for reviewed*** *** is requesting that her expedited fee be refunded Our records indicate that *** *** contacted RushCard and requested a replacement card on 8/29/ *** *** was advised that documents were needed before her address could be updated and a replacement card sentOur Risk Department reviewed the documents on 8/and approved the replacement cardOn 9/2/a replacement card was expedited to the address on fileAfter reviewing *** *** account, our notes indicate that she was given misinformation regarding the expedited feeOn 9/26/a $credit was applied to *** *** accountOn 9/a corporate resolution specialist attempted to contact *** *** to advise her of this informationA detailed message was left for a callback We appreciate *** *** feedback Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 4, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: March 10, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she is unable to get a hold of Rush Card and that she is attempting to make a payment with her card to her insurance with *** *** as her provider and is afraid of not being covered. On March 10th we received an email response from *** *** and Called out and explained how to use our IVR phone system. The IVR phone system allows for a customer to see balances and transactions as well as when a customer listens to the end of the prompt it provides access to a customer service professional. We also reviewed *** *** account in her statements and on March 11th *** *** pulled out two amounts, the first of and as the second amount. On March 21st upon receiving the complaint we went over these findings and *** *** also requested a statement showing proof and asked for it to be mailed. We did that but have also included it here to show proof of the payment based on the complaint We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
On September 29, 2016, *** *** contacted Rushcard in regards to multiple unauthorized transactions that posted to her account from ***, *** ***, & *** ** of $*** *** requested for the funds to be credited back to her accountCustomer service agent explained funds
cannot be reversed; however, *** *** can dispute the charges once they settle*** *** then asked to speak to a managerCustomer Service Agent blocked the fraud card and issues *** *** a new card before transferring the callThe supervisor on duty explained to *** *** the authorization processOn September 30, a dispute was filed for the posted transactions totaling $347.96, and on October 03rd, a dispute was filed totaling $160.95. On October 12th, 2016, RushCard issued temporary credit for $while the investigation is ongoingOnce the days investigations are up, *** *** will be notified in writing by UniRush
November 10, 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
worked around the clock to resolve these problems. At this time, our system is up and running
and *** *** has access to his funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. 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
This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** ** *** complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed Our records indicate on March 2nd, 2017, *** *** contacted RushCard to file an Unauthorized dispute for ATM transactions totaling $2,*** *** claimed her had been in her possession when the fraudulent transactions occurred and her pin number had been memorized and never been sharedOn March 15, 2017, *** *** case was denied due to no error found. *** *** account is new with RushCard, she had just been a recent RushCard customer, and her card had just been recently activated before the fraud*** *** account was closed after her dispute was denied because she is considered high risk 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
Complaint #*** We have received a second rebuttal for the above complaint, in which we have provided the customer with the information regarding her Revdex.com We have found in our research that this customer has completed the card to card transfer and our IP logs do support this information We have tried to reach out to this customer, and as of today no reply We have no further information to provide the customer, and would like to see if you can close this out I do appreciate your assistance in this matter. Thank you UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comSatoyra H., Customer ServiceDirect: ###-###-#### option #1Fax: ###-###-####mailto:***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12105120, 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,
*** ***
Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio 45202 RE: *** *** Complaint ID: *** May 6, 2015 We received*** *** complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and
* *** would like to speak with someone in the corporate office regardingmore information, please have her call ###-###-#### and press option 1. Weappreciate *** *** feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards, ***
activity associated with financial cards. After reviewof *** *** account the last deposit received was posted on 4/14/witha pay date of 4/15/After further review I am showing *** *** has a paydate approximately every two weeksRushCard in the process of upgrading ourDirect Deposit feature and transitioning it to ***As part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: *** Financial Institution Name: *** Deposit ID/AccountNumber: ***Please have*** *** check with her payroll to validate the routing number and accountnumber her direct deposit was sent to, or see if a paper check was issued to her.We sincerely apologize for the confusion and inconvenience this has causedIf
***CustomerService Specialist
RevDex.com
"
line-height:150%,sans-serif>W Seventh St
Suite
Cincinnati OH
RE: Case *** *** ***
April 14,
We received Mr
Gray’s complaint regarding the availability of funds and the level of customer
service received. RushCard logs all
customer contact and activity associated with financial cards
We apologize for
the confusion that may have occurred between *** *** and our customer service
department. *** *** contacted our
customer service department on 4/10/and 4/11/regarding a direct
deposit from his school that had not posted to his account. *** *** was advised at that time that we had
not received any direct deposit under his name or account number, and to please
check with the remitter to make sure the deposit was sent with the correct
account information. On 4/13/we
received *** *** direct deposit and it has been posted to his account
Please see below the details of the direct deposit
Posted
Date
Effective
Date
Amount
Type
Deposit
Status
Description
4/13/
4/13/
$
Direct
Matched
*** *** *** * *** ***
We appreciate *** *** 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
Can we close this customer’s complaint? We have conclusive evidence she benefited from the transactions. Thanks,Anna UniRush, LLCCreek Rd, Suite 200Cincinnati, Ohio 45242Rushcard.comAnna D., Chargeback Disputes Manager
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,
*** *** online their process says days, their representative tild me the merchant has days or they will automatically issue credit back, now their saying they will wait until July to issue credit backThey are not doing what they can to protect their consumers and the customer service provided is unrulyI will be cancelling services woth this business and I expect my credit now!
August 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: August 2, 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 he still has not received his check that was processed on 8/15/He also states he would like for his check to be it sent to the correct address Per previous response on August 25, after additional review, RushCard has determined that *** *** check was not received due to a system limitationTherefore, he will not be able to receive the check via mailOn August 25, a RushCard corporate customer service specialist attempted to contact *** *** to offer an express cash for the remaining funds on his accountThe phone number provided in the complaint is not invalidOn August 29, express cash in the amount of $was issued to *** *** for the funds on the account We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service