January 31, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: January 26, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that she returned an item from *** for $*** *** also states when she returned the item the same transaction for $was also debited from her account *** *** would like a refund for the $credited back to her account Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to (ten) days.” RushCard records indicate that *** *** contacted customer service on January 23, and spoke to an agent regarding the pending hold and credit in the amount of $from *** Our records further indicate that *** *** advised the agent that she returned the merchandise and received a credit from the merchant in the amount of $ *** *** stated that the transaction for $that was pending needed to be released. The agent then advised *** *** that a refund from a merchant may take 3-business days On January 23, the transaction for $was credited to the RushCard account The pending hold has been automatically released A corporate resolutions specialist attempted to contact *** *** on January 31, to advise of the following information We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer serviceWe sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
Their response does not resolve my complaint because Kathy from Rushcard states that I have to wait an additional 45-days because the process is in the Rebuttal stageOnce I received a letter from them stating that they found no error occurred on my account and no refund would be issued, I asked to receive a copy of the documents that were used in the investigationKathy did not give me a direct answer and stated she would look into if their Dispute Resolution department could email this information to meShe did not ask for my email address and I also explained that I mailed them pages of documents in regards to this investigation and she just stated that she had received them, but never took a look at what I mailed to themWhen I asked her what is the next step, she simply stated that I have to wait the - days for the process to be completedI asked when could I expect to have my $refunded to me, she simply stated that I have to wait for the Rebuttal process to be completedI feel that I am getting the run around and this company has no intention on giving me my money backI just would like for this matter to be resolved and my $to be refunded back to meThank you for your assistance in this matter
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,
*** ***
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 her RushCard account has multiple unauthorized charges in the amount of $She contacted RushCard to dispute the transactions, she was told her dispute form would be sent to herShe states she never deal with the disputed merhant, *** *** and never authorized them to debit her account*** *** state she filed a police report and that she is a single mother and every penny helps Our records indicate on March 26, 2017, *** *** contacted RushCard to report and to file an unauthorized disputes on ATM transactions with *** *** that posted to her accountIn her subsequent dispute form, she claimed the card used to make the fraudulent transactions was in in her possessionCurrently, *** *** claim is under investigationAlso, the dispute form has been sent email and physical address multiple times on March 26, 27,& to the email address *** *** provided*** *** can also requested to be faxed it that works better for her*** *** is welcome to fax her dispute form including her police report*** *** claim is still being investigated final resolution on or before May 10,
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: *** *** ***
April 27,
We received *** *** complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer contact
and
activity associated with financial cards
RushCard received a deposit with the
pay date of 4/22/that was posted to the account that was initially set up
with the remitter*** *** card ending in *** has currently been blocked
due to multiple unauthorized transactions that were made on her account As a onetime courtesy we have redirected the
deposit to *** *** active card number ending in *** on 4/23/We
apologize for the inconvenience and the frustration this has caused ***
We appreciate *** *** feedbackThese types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.s
Regards,
*** ***
Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***I do not accept being that before it was instant and now they claim two days ago it changed without notice to any customer
We are using our resources through the *** Network in an attempt to recover the funds totaling $However, the Cardholder must make a good faith attempt to resolve with the Merchant before initiating a disputePlease contact the number on the back of your cardor a reasonable resolution to
satisfy your claimPlease be advised that the Merchant has up to days to issue a refund from the date of requestIf you are unable to resolve with the Merchant please provide documentation to support your claimDocumentation should include date of call, contact person; method of contact, merchant's response, what was purchased, expected delivery date etcIf we do not hear from you within days we will consider this case resolved and closedWe appreciate your business and value you as a customerIf you have any questions about this matter, please contact the number on the back of your card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint [I do not feel as though I should have to wait another 40-days when rushcard has failed to do a job since October and it's now DecemberThey are my financial institution where my money goes so it should be secure lI called and voiced my concerns before this was ever a problemWhen I originally called I wasn't required to do a dispute they escalated the problem when they didn't address my concerns back then ]
Regards,
*** ***
June 20, 2017VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** * ***Complaint number: *** Complaint date: June 9, 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 her card to card transfer between her two RushCard accounts totaling $never posted to her account*** *** is requesting the funds be put back on her account. After review of *** *** card to card transfer transactions, it was determined that the transactions failed Because the transactions failed, the funds were not actually taken out of *** *** accountsOn June 2017, a RushCard corporate customer specialist contacted *** *** to advise her of this informationIt is our recommendation to *** *** to observe her transaction history via her online statement or she can request we provide her a paper statement for a fee of $1.00.We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 did receive a reimbursement for the $40, but I am not sure what card they are referencing toMy card ends in Also, the new card that was sent to me on 10/12/was never activated due to there scheduled updates that lasted longer than expectedThe updates was suppose to last from 3AM to 8AM on 10/12/and I was just able to get funds from my account on yesterday (10/15/2015) using the card that ends in If this card was blocked due to it being compromised how was I able to use the card to get moneyDuring the updates, I was unable to access my funds therefore I was unable to pay my bills which incurred late fees on my car note, child care, and credit card bills, and it also resulted to my gas being disconnectedI had to pay a reconnect fee and a depositI also had to borrow money to put gas in my car to get back and forth to work and buy food for my familyAlso, I am still unable to use my card at a regular atm, it can only be used at *** for a cash advanceThis has been stressful for me and my family and I work hard and should be able to have access to my funds when I need themI understand they ran into some problems while updating their systems, but only posting through Social Media is not acceptable for meI have tried calling them to address this issue and cannot get anyone on the phone
I would like a reimbursement for my late fees with my car note/child care/credit cards and also my reconnect fee and deposit with my gas
November 9, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and cardholders have access
to their funds and account informationWe are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.*** ***
complaint states that she did not receive her direct deposit, she cannot access
her funds, and she cannot contact a Customer Service Representative. A RushCard Customer Service Representative
contacted *** *** on 10/17/to apologize for the inconvenience this
matter has caused, and to check the status of her account. *** *** received her direct deposit and
was able to conduct transactions as of 10/14/2015. 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 22,
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
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,
*** ***
February 12, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: February 8, 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 referred friends and never got the referral friend credit. *** *** states every time she calls she gets the runaround. *** *** would like the credit for the friends she has referred. Our records indicate that *** *** friend that she referred did not me all the qualifiers for the Refer a Friend promotion *** *** will need to advise both friends that were referred to contact RushCard directly concerning this promotion We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs a result, credit in the amount of $ was posted to your account on February 14, and any
applicable fee(s) have been reversedThis is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
To resolve this issue, I would like for one representative or supervisor to handle my caseOne of my issues with the company is that the representatives don't take proper notes to guide the next representative in the right directionEvery time I spoke to a representative, they were not clear on the events that happened previouslyI always had to explain and even after words, the representatives, don't know exactly how to handle the situation correctlyFor example, I first time I uploaded documents on the computer and was told they didn't receive the documents but, I was on the phone with a representative when I was uploading the documents and was told I should call back in one or two days to check Or the time when I uploaded documents on my another card, not the card that's blocked because I have two cards with this company, I spent an whole hours on the phone with the rep because she was looking under the wrong card and couldn't find my documents.I honestly would want to transfer my money into my other card while still trying to unblock my cardI have bills to payIts unfair that I have to deal with this situationI understand about identify theft and all but, this us the worse.Thank You,*** ***
January 31, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: January 26, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that she returned an item from *** for $*** *** also states when she returned the item the same transaction for $was also debited from her account *** *** would like a refund for the $credited back to her account Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to (ten) days.” RushCard records indicate that *** *** contacted customer service on January 23, and spoke to an agent regarding the pending hold and credit in the amount of $from *** Our records further indicate that *** *** advised the agent that she returned the merchandise and received a credit from the merchant in the amount of $ *** *** stated that the transaction for $that was pending needed to be released. The agent then advised *** *** that a refund from a merchant may take 3-business days On January 23, the transaction for $was credited to the RushCard account The pending hold has been automatically released A corporate resolutions specialist attempted to contact *** *** on January 31, to advise of the following information We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer serviceWe sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
Their response does not resolve my complaint because Kathy from Rushcard states that I have to wait an additional 45-days because the process is in the Rebuttal stageOnce I received a letter from them stating that they found no error occurred on my account and no refund would be issued, I asked to receive a copy of the documents that were used in the investigationKathy did not give me a direct answer and stated she would look into if their Dispute Resolution department could email this information to meShe did not ask for my email address and I also explained that I mailed them pages of documents in regards to this investigation and she just stated that she had received them, but never took a look at what I mailed to themWhen I asked her what is the next step, she simply stated that I have to wait the - days for the process to be completedI asked when could I expect to have my $refunded to me, she simply stated that I have to wait for the Rebuttal process to be completedI feel that I am getting the run around and this company has no intention on giving me my money backI just would like for this matter to be resolved and my $to be refunded back to meThank you for your assistance in this matter
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,
*** ***
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 her RushCard account has multiple unauthorized charges in the amount of $She contacted RushCard to dispute the transactions, she was told her dispute form would be sent to herShe states she never deal with the disputed merhant, *** *** and never authorized them to debit her account*** *** state she filed a police report and that she is a single mother and every penny helps Our records indicate on March 26, 2017, *** *** contacted RushCard to report and to file an unauthorized disputes on ATM transactions with *** *** that posted to her accountIn her subsequent dispute form, she claimed the card used to make the fraudulent transactions was in in her possessionCurrently, *** *** claim is under investigationAlso, the dispute form has been sent email and physical address multiple times on March 26, 27,& to the email address *** *** provided*** *** can also requested to be faxed it that works better for her*** *** is welcome to fax her dispute form including her police report*** *** claim is still being investigated final resolution on or before May 10,
Revdex.com
W Seventh St Suite
Cincinnati Ohio
Re: *** *** ***
April 27,
We received *** *** complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer contact
and
activity associated with financial cards
RushCard received a deposit with the
pay date of 4/22/that was posted to the account that was initially set up
with the remitter*** *** card ending in *** has currently been blocked
due to multiple unauthorized transactions that were made on her account As a onetime courtesy we have redirected the
deposit to *** *** active card number ending in *** on 4/23/We
apologize for the inconvenience and the frustration this has caused ***
We appreciate *** *** feedbackThese types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers.s
Regards,
*** ***
Customer Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***I do not accept being that before it was instant and now they claim two days ago it changed without notice to any customer
We are using our resources through the *** Network in an attempt to recover the funds totaling $However, the Cardholder must make a good faith attempt to resolve with the Merchant before initiating a disputePlease contact the number on the back of your cardor a reasonable resolution to
satisfy your claimPlease be advised that the Merchant has up to days to issue a refund from the date of requestIf you are unable to resolve with the Merchant please provide documentation to support your claimDocumentation should include date of call, contact person; method of contact, merchant's response, what was purchased, expected delivery date etcIf we do not hear from you within days we will consider this case resolved and closedWe appreciate your business and value you as a customerIf you have any questions about this matter, please contact the number on the back of your card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint [I do not feel as though I should have to wait another 40-days when rushcard has failed to do a job since October and it's now DecemberThey are my financial institution where my money goes so it should be secure lI called and voiced my concerns before this was ever a problemWhen I originally called I wasn't required to do a dispute they escalated the problem when they didn't address my concerns back then ]
Regards,
*** ***
June 20, 2017VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** * ***Complaint number: *** Complaint date: June 9, 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 her card to card transfer between her two RushCard accounts totaling $never posted to her account*** *** is requesting the funds be put back on her account. After review of *** *** card to card transfer transactions, it was determined that the transactions failed Because the transactions failed, the funds were not actually taken out of *** *** accountsOn June 2017, a RushCard corporate customer specialist contacted *** *** to advise her of this informationIt is our recommendation to *** *** to observe her transaction history via her online statement or she can request we provide her a paper statement for a fee of $1.00.We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 did receive a reimbursement for the $40, but I am not sure what card they are referencing toMy card ends in Also, the new card that was sent to me on 10/12/was never activated due to there scheduled updates that lasted longer than expectedThe updates was suppose to last from 3AM to 8AM on 10/12/and I was just able to get funds from my account on yesterday (10/15/2015) using the card that ends in If this card was blocked due to it being compromised how was I able to use the card to get moneyDuring the updates, I was unable to access my funds therefore I was unable to pay my bills which incurred late fees on my car note, child care, and credit card bills, and it also resulted to my gas being disconnectedI had to pay a reconnect fee and a depositI also had to borrow money to put gas in my car to get back and forth to work and buy food for my familyAlso, I am still unable to use my card at a regular atm, it can only be used at *** for a cash advanceThis has been stressful for me and my family and I work hard and should be able to have access to my funds when I need themI understand they ran into some problems while updating their systems, but only posting through Social Media is not acceptable for meI have tried calling them to address this issue and cannot get anyone on the phone
I would like a reimbursement for my late fees with my car note/child care/credit cards and also my reconnect fee and deposit with my gas
November 9, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and cardholders have access
to their funds and account informationWe are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.*** ***
complaint states that she did not receive her direct deposit, she cannot access
her funds, and she cannot contact a Customer Service Representative. A RushCard Customer Service Representative
contacted *** *** on 10/17/to apologize for the inconvenience this
matter has caused, and to check the status of her account. *** *** received her direct deposit and
was able to conduct transactions as of 10/14/2015. 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 22,
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
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,
*** ***
February 12, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: February 8, 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 referred friends and never got the referral friend credit. *** *** states every time she calls she gets the runaround. *** *** would like the credit for the friends she has referred. Our records indicate that *** *** friend that she referred did not me all the qualifiers for the Refer a Friend promotion *** *** will need to advise both friends that were referred to contact RushCard directly concerning this promotion We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
Thank you for any help you may have given We have heard from *** paycard and the have sent a wire in the full amount owed sincerely*** *** *** ***
Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs a result, credit in the amount of $ was posted to your account on February 14, and any
applicable fee(s) have been reversedThis is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
To resolve this issue, I would like for one representative or supervisor to handle my caseOne of my issues with the company is that the representatives don't take proper notes to guide the next representative in the right directionEvery time I spoke to a representative, they were not clear on the events that happened previouslyI always had to explain and even after words, the representatives, don't know exactly how to handle the situation correctlyFor example, I first time I uploaded documents on the computer and was told they didn't receive the documents but, I was on the phone with a representative when I was uploading the documents and was told I should call back in one or two days to check Or the time when I uploaded documents on my another card, not the card that's blocked because I have two cards with this company, I spent an whole hours on the phone with the rep because she was looking under the wrong card and couldn't find my documents.I honestly would want to transfer my money into my other card while still trying to unblock my cardI have bills to payIts unfair that I have to deal with this situationI understand about identify theft and all but, this us the worse.Thank You,*** ***