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 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,
Myesha Mcmullen
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 30, 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,
*** *** Unirush claims that they sent out my refund check to the address in the screenshot they are liars and now I'm having a problem with my money gram I've asked unirush several times to do a card to card transfer of the funds or send the refund check via express mail ups to the address of *** *** *** ** *** *** *** NOW UNIRUSH IS SAYING IT'S GOING TO TAKE MORE DAYS TO RECTIFY THE SITUATION SO UNIRUSH WILL BE HEARING FROM MY LAWYER
August 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: August 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 has not been able to transfer her goals funds to her RushCard account*** *** is requesting access to transfer her funds Our records indicate that *** *** contacted RushCard customer service 8/18/and stated she was not able to transfer funds from her goals account to her RushCard accountThe agent advised that there is a system update occurringWe are aware that feature was temporarily unavailable and was corrected on 8/19/On 8/23/a corporate resolution specialist attempted to contact *** *** to advise that the transfer option from her goals account was available and provided her with the location of folder to complete the transferA detailed message was left for a callback We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
*** *** made a dispute because the representative told him that money was transferred to *** Odoms card which is an old cardWhen *** found out that was incorrect the funds really did go to my card *** *** he called back to cancel which the first rep said the dispute was cancelled and *** *** card was unblocked*** called me and I let him know they aren’t unblocked I can’t use the card at the grocery store he then called rush card back and they said oh that rep gave wrong information you need to submit a cancellation letter and your id which he immediately did and then RushCard said oh the id needs to be resent which he did send again they then said at 10pm central time that *** *** card would be unblocked in 24-hoursThe next day *** called to see if it could be rushed because he would of never put in a dispute if he was not told the funds went to the *** Odoms card and they transferred him to a supervisor who said the card would be unblocked by end of business day because he put in an escalation to the back office to rush it! The next morning the card was still blocked this is now Friday 1/5/our sons birthday *** called RushCard again who said oh it will be unblocked by end of business day Friday which is 6pm eastern timeWe waited no card unblocked we called again and then got a different story of now nothing was sent to the back office and they would send it now and it would be 24-business hours so maybe TuesdayWe told them absolutely not it’s our sons birthday and we have to get back and forth to work and pay rentWe ended up having to pay for *** using my sons savings account money totaling $because we couldn’t go pick up our car from the shop, our landlord charged us $late fee because we couldn’t pay or rent till 1/10/when they finally removed the blocked after speaking with over different reps and supervisors, we could not get groceries and had to go to the local food selves and we couldn’t even celebrate our sons 2nd birthdayWe deserve to be paid back for all that we lost because we were told many different stories and this all started because of misinformation given by a eus card rep
Regards,
*** And *** ***
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 30, 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/On October 28,
2015, RushCard received and posted *** *** direct deposit to her accountIt is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 13, 2017 VIA ONLINE SUBMISSION:Revdex.com E4th Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** *** Complaint number: *** Complaint date: June 19, 2017 To Whom It May Concern: This letter is in response to the consumer complaint #*** referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that RushCard blocked her account and that she was not notified of this information. *** *** would like to have access to her funds by having a check sent overnight to her. As of July 13, 2017, RushCard has received a copy of *** *** social security cardThe remaining funds of $have been issued via MoneyGram*** *** has been provided with the MoneyGram reference number to pick up the funds. A corporate customer service representative contacted *** *** on July 319, to advise of this information We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Customer called Revdex.com stating she has not heard from the business and has not received a call from themShe would like the business to contact her so she can discuss her concerns and resolve this matter
Revdex.com:
* *** *** *** *** *** ** *** *** ** *** ** *** ** ***, and have determined that this does not resolve my complaint
On August 31,I did not make a ATM withdrawal for $That is not even possible,I can only take out $out of my Rushcard per transaction plus there feesI have statements From Rushcard that shows a transcation for $from *** Savings Bank not from a ATM transactionI have also contacted *** Savings Bank and they informed me that it is NOT possible to withdrawal that amount, due to there ATM transaction are only in multiples of $bills.On December I received a text alert from Rushcatd stating a check would be issued for $...I tried signing into my online account and it said it was CLOSEDI called Rushcard and spoke to a customer service rep and she informed me that yes they closed my account and would be sending me a check within 5-buisness days. That was days prior to xmasIm not understanding how a company can continously take customers money and not be held liable? I have gone to great lengths to show them there has been errors.Its a total of $I will be contacting the attorney Generals office in ***
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 am stating I want a full refund of all my resources that were withdrawn out of my accountSome accountability has to be taken on behalf of Rush CardThis was not a one time withdrawalIt was done for several months, several times in the monthAnd after receiving several new cards the problem continuesSo instead of addressing the issue and refunding me back my resources, Rush Card closed my accountI feel something is being covered upWhy would you close my Rush Card account without any warnings?
Regards,
*** ***
6/3/ VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: 5/26/ 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 he reported his card lost on 5/15/and noticed transactions on his account after the date of the block. *** *** states he was provided an *** *** number to get his cash, but the number was used to redeem the moneyCorporate customer service attempted to contact customer multiple times regarding the complaint filed on lost card /dispute issueFollowing no answer, the issue was thoroughly investigated by RushCard Disputes agents and resolved by dispute departmentNumber on file is not being answered- if *** *** calls we’ll update his phone number and reach out again We appreciate *** ***’ feedback. We hope *** *** continued success with his Rushcard and we look forward to speaking with him if additional clarification is needed Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Customer called Revdex.com stating her complaint has not been resolved and she would like the business to contact her
Regards,
*** ***
February 19,
VIA
ONLINE SUBMISSION:
RevDex.com
W Seventh St Suite
Cincinnati Ohio 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.
Per previous response, On February 11, 2016, *** *** error allegation dispute was denied due to no error occurredIf *** ***
does not agree with the outcome of the dispute he may send a rebuttal letter to
reopen the denied error allegation dispute*** *** will need to fax the
rebuttal letter and any additional documentation to the disputes department at
###-###-####We encourage *** *** to work with the merchant to resolve any
issues regarding products or services renderedRushCard has determined that
the transaction was completed as requested
We appreciate *** *** feedback
Regards,
RushCard Corporate Customer Service
March 29,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati
Ohio
45202
Re: Consumer: *** ***
Complaint number: ***
Complaint date: March 23,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced aboveUniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
***
*** complaint contends that he is missing $from his deposit that
posted on October 16, *** *** is requesting his $be returned
to his RushCard account
On
October 16, 2015, RushCard issued a temporary credit of $due to a delay
in deposits caused by a service interruptionOn October 19, 2015, RushCard
reversed the temporary credit because the direct deposit posted on October 17,
The debiting back of the $has cause the discrepancy in ***
*** balanceOn March 25, a RushCard corporate specialist attempted
to contact *** *** to advise him of this information.
We appreciate this
feedback and sincerely apologize for the inconvenience our cardholders experienced
following the processor conversionOur goal is to provide financial
convenience supported by reliable customer service.
RushCard Customer
Service
June 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: May 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. *** *** requested for complaint #*** to be reopened on June 8, 2016. *** *** states that she received a letter from UniRush LLC (RushCard) on June 7, In her complaint, *** *** indicates that the letter does not clearly state why her rebuttal was denied, and she is unclear as to how the document she received with the letter pertains to her dispute rebuttal denial *** *** dispute was denied due to no error occurringThis was determined based on the fact that *** *** RushCard was never out of her possession and the PIN on the account was never resetThe document *** *** received with the letter dated May 24, shows that a new card was issued on April 14, and the PIN was changed on the account on April 25, No new cards were issued and no PIN changes were made prior to the disputed transactions Due to the confusion indicated by *** *** regarding the rebuttal denial letter, UniRush, LLC has taken it upon ourselves to restructure this letter in a more customer friendly manner We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
June 3, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** ***Complaint number: Revdex.com *** Complaint date: May 24, 2016 To Whom It May Concern: This letter is in response to the consumer REBUTTAL to 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 has been requesting the remaining funds on his closed RushCard account, be sent to him since the first week in April of And the rebuttal states that this explanation does not resolve his concern. *** *** contacted RushCard customer service on several occasions requesting his $be sent to himOn May 25, 2016, a RushCard corporate customer service specialist attempted to contact *** *** to advise him that a check was sent in the amount of $to the address on file, and that he should receive that in 5-business days We verified the check cleared 6/2/2016. We appreciate *** *** feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Thank you for the responseI never received a call from the corporate officeThe call center agents told me multiple times that the corporate office has not even responded to the escalations they have submittedThey did replace my money in my account. Thanks,***
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 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,
Myesha Mcmullen
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 30, 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,
*** *** Unirush claims that they sent out my refund check to the address in the screenshot they are liars and now I'm having a problem with my money gram I've asked unirush several times to do a card to card transfer of the funds or send the refund check via express mail ups to the address of *** *** *** ** *** *** *** NOW UNIRUSH IS SAYING IT'S GOING TO TAKE MORE DAYS TO RECTIFY THE SITUATION SO UNIRUSH WILL BE HEARING FROM MY LAWYER
August 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: August 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 has not been able to transfer her goals funds to her RushCard account*** *** is requesting access to transfer her funds Our records indicate that *** *** contacted RushCard customer service 8/18/and stated she was not able to transfer funds from her goals account to her RushCard accountThe agent advised that there is a system update occurringWe are aware that feature was temporarily unavailable and was corrected on 8/19/On 8/23/a corporate resolution specialist attempted to contact *** *** to advise that the transfer option from her goals account was available and provided her with the location of folder to complete the transferA detailed message was left for a callback We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused our customer RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
*** *** made a dispute because the representative told him that money was transferred to *** Odoms card which is an old cardWhen *** found out that was incorrect the funds really did go to my card *** *** he called back to cancel which the first rep said the dispute was cancelled and *** *** card was unblocked*** called me and I let him know they aren’t unblocked I can’t use the card at the grocery store he then called rush card back and they said oh that rep gave wrong information you need to submit a cancellation letter and your id which he immediately did and then RushCard said oh the id needs to be resent which he did send again they then said at 10pm central time that *** *** card would be unblocked in 24-hoursThe next day *** called to see if it could be rushed because he would of never put in a dispute if he was not told the funds went to the *** Odoms card and they transferred him to a supervisor who said the card would be unblocked by end of business day because he put in an escalation to the back office to rush it! The next morning the card was still blocked this is now Friday 1/5/our sons birthday *** called RushCard again who said oh it will be unblocked by end of business day Friday which is 6pm eastern timeWe waited no card unblocked we called again and then got a different story of now nothing was sent to the back office and they would send it now and it would be 24-business hours so maybe TuesdayWe told them absolutely not it’s our sons birthday and we have to get back and forth to work and pay rentWe ended up having to pay for *** using my sons savings account money totaling $because we couldn’t go pick up our car from the shop, our landlord charged us $late fee because we couldn’t pay or rent till 1/10/when they finally removed the blocked after speaking with over different reps and supervisors, we could not get groceries and had to go to the local food selves and we couldn’t even celebrate our sons 2nd birthdayWe deserve to be paid back for all that we lost because we were told many different stories and this all started because of misinformation given by a eus card rep
Regards,
*** And *** ***
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 4, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 30, 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/On October 28,
2015, RushCard received and posted *** *** direct deposit to her accountIt is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 13, 2017 VIA ONLINE SUBMISSION:Revdex.com E4th Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** *** Complaint number: *** Complaint date: June 19, 2017 To Whom It May Concern: This letter is in response to the consumer complaint #*** referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that RushCard blocked her account and that she was not notified of this information. *** *** would like to have access to her funds by having a check sent overnight to her. As of July 13, 2017, RushCard has received a copy of *** *** social security cardThe remaining funds of $have been issued via MoneyGram*** *** has been provided with the MoneyGram reference number to pick up the funds. A corporate customer service representative contacted *** *** on July 319, to advise of this information We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Customer called Revdex.com stating she has not heard from the business and has not received a call from themShe would like the business to contact her so she can discuss her concerns and resolve this matter
Revdex.com:
* *** *** *** *** *** ** *** *** ** *** ** *** ** ***, and have determined that this does not resolve my complaint
On August 31,I did not make a ATM withdrawal for $That is not even possible,I can only take out $out of my Rushcard per transaction plus there feesI have statements From Rushcard that shows a transcation for $from *** Savings Bank not from a ATM transactionI have also contacted *** Savings Bank and they informed me that it is NOT possible to withdrawal that amount, due to there ATM transaction are only in multiples of $bills.On December I received a text alert from Rushcatd stating a check would be issued for $...I tried signing into my online account and it said it was CLOSEDI called Rushcard and spoke to a customer service rep and she informed me that yes they closed my account and would be sending me a check within 5-buisness days. That was days prior to xmasIm not understanding how a company can continously take customers money and not be held liable? I have gone to great lengths to show them there has been errors.Its a total of $I will be contacting the attorney Generals office in ***
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 am stating I want a full refund of all my resources that were withdrawn out of my accountSome accountability has to be taken on behalf of Rush CardThis was not a one time withdrawalIt was done for several months, several times in the monthAnd after receiving several new cards the problem continuesSo instead of addressing the issue and refunding me back my resources, Rush Card closed my accountI feel something is being covered upWhy would you close my Rush Card account without any warnings?
Regards,
*** ***
6/3/ VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: 5/26/ 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 he reported his card lost on 5/15/and noticed transactions on his account after the date of the block. *** *** states he was provided an *** *** number to get his cash, but the number was used to redeem the moneyCorporate customer service attempted to contact customer multiple times regarding the complaint filed on lost card /dispute issueFollowing no answer, the issue was thoroughly investigated by RushCard Disputes agents and resolved by dispute departmentNumber on file is not being answered- if *** *** calls we’ll update his phone number and reach out again We appreciate *** ***’ feedback. We hope *** *** continued success with his Rushcard and we look forward to speaking with him if additional clarification is needed Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Customer called Revdex.com stating her complaint has not been resolved and she would like the business to contact her
Regards,
*** ***
February 19,
VIA
ONLINE SUBMISSION:
RevDex.com
W Seventh St Suite
Cincinnati Ohio 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.
Per previous response, On February 11, 2016, *** *** error allegation dispute was denied due to no error occurredIf *** ***
does not agree with the outcome of the dispute he may send a rebuttal letter to
reopen the denied error allegation dispute*** *** will need to fax the
rebuttal letter and any additional documentation to the disputes department at
###-###-####We encourage *** *** to work with the merchant to resolve any
issues regarding products or services renderedRushCard has determined that
the transaction was completed as requested
We appreciate *** *** feedback
Regards,
RushCard Corporate Customer Service
March 29,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati
Ohio
45202
Re: Consumer: *** ***
Complaint number: ***
Complaint date: March 23,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced aboveUniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
***
*** complaint contends that he is missing $from his deposit that
posted on October 16, *** *** is requesting his $be returned
to his RushCard account
On
October 16, 2015, RushCard issued a temporary credit of $due to a delay
in deposits caused by a service interruptionOn October 19, 2015, RushCard
reversed the temporary credit because the direct deposit posted on October 17,
The debiting back of the $has cause the discrepancy in ***
*** balanceOn March 25, a RushCard corporate specialist attempted
to contact *** *** to advise him of this information.
We appreciate this
feedback and sincerely apologize for the inconvenience our cardholders experienced
following the processor conversionOur goal is to provide financial
convenience supported by reliable customer service.
RushCard Customer
Service
June 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: May 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. *** *** requested for complaint #*** to be reopened on June 8, 2016. *** *** states that she received a letter from UniRush LLC (RushCard) on June 7, In her complaint, *** *** indicates that the letter does not clearly state why her rebuttal was denied, and she is unclear as to how the document she received with the letter pertains to her dispute rebuttal denial *** *** dispute was denied due to no error occurringThis was determined based on the fact that *** *** RushCard was never out of her possession and the PIN on the account was never resetThe document *** *** received with the letter dated May 24, shows that a new card was issued on April 14, and the PIN was changed on the account on April 25, No new cards were issued and no PIN changes were made prior to the disputed transactions Due to the confusion indicated by *** *** regarding the rebuttal denial letter, UniRush, LLC has taken it upon ourselves to restructure this letter in a more customer friendly manner We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
June 3, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** ***Complaint number: Revdex.com *** Complaint date: May 24, 2016 To Whom It May Concern: This letter is in response to the consumer REBUTTAL to 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 has been requesting the remaining funds on his closed RushCard account, be sent to him since the first week in April of And the rebuttal states that this explanation does not resolve his concern. *** *** contacted RushCard customer service on several occasions requesting his $be sent to himOn May 25, 2016, a RushCard corporate customer service specialist attempted to contact *** *** to advise him that a check was sent in the amount of $to the address on file, and that he should receive that in 5-business days We verified the check cleared 6/2/2016. We appreciate *** *** feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Thank you for the responseI never received a call from the corporate officeThe call center agents told me multiple times that the corporate office has not even responded to the escalations they have submittedThey did replace my money in my account. Thanks,***