October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. *** *** has
received his direct deposit and is actively using his RushCardIt 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
March 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com ***
Complaint date: March 04, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she is had placed a Check load through with *** check services through the Rushcard mobile app and that the Check load failed due to a new card replacing the old card. *** *** wants RushCard to supersede the check load protocols and to not charge the *** check load fee The agents that spoke with *** *** on March 3rd and 4th addressed that the Check load that goes through *** will only be able to be completed once the new card has been received and activated. Unfortunately, Rushcard can not supersede the load protocols through *** check services to verify and validate a check load to an account, there are other loading options that can still be processed through other check vendors that can cash a check in the meantime that allow access to the funds and can also load funds to a Rushcard. In addition, the fee that comes out for an *** Check load comes directly from *** check services and therefore does not give Ruschcard the authority or permission to reverse that said fee We appreciate *** *** feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
October 20,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer:
***
***
Complaint number: ***
Complaint date: October 13,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which
provides the RushCard prepaid card takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
funds and information.
RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through.
We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/
It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance.
We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service.
RushCard Customer
Service
November 6, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and *** *** has access to
her funds and account informationWe are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/Additionally, we
have issued a $courtesy credit 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
August 15, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: August 15, 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 his RushCard is blocked and he can’t use his card*** *** also states his not able to get in touch with anyone to get his moneyHe would like to get his funds of $ On August 12, 2016, *** *** RushCard account ending in *** was blocked as a precautionary measure to prevent any unauthorized transactions being made on his accountOn August 12, 2016, a Corporate Risk Analyst attempted to contact *** *** and a text message was sent to the mobile number on the account to verify the most resent transaction On August 15, 2016, a RushCard corporate customer service specialist contacted *** *** and explained why the card was blocked and verified the transaction*** *** card was unblocked and he now has access to his funds We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
April 4, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: March 10, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint extends that the amount that was paid out by Rush cards account of for *** *** did not go through for that exact amount. On April 11th we called out and found out the issue resolved around that the amount that was paid to *** *** did not match up. This is an issue that is supposed to be called into our disputes team to work out with the merchant. We helped to mail out the dispute form for the issue to be worked by our dispute team with *** ***. We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
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. Consumer: *** ***Ref: Complaint# *** Dear *** *** ***,I am reaching to out in regards to the complaint# ***, a gas hold transaction of $made on my account on October 8, Unirush has to date not truthfully addressed the issues and has yet to contact me in regards to the matterThe Unirush financial company has allowed the returned of my funds, which totaled $ The funds were not returned on the day Rush card provided to the Revdex.comUnirush is in breach of the card holders contractThe violations of the cardholder’s agreement are found listed below: ConfidentialityWe may disclose information to third parties about your Card or the transactions you make:Where it is necessary for completing transactions;In order to verify the existence and condition of your Card for a third party, such as a merchant;In order to comply with government agency, court order, or other legal or administrative reporting requirements;If you consent by giving us your written permission;To our employees, auditors, affiliates, service providers, or attorneys as needed; orOtherwise as necessary to fulfill our obligations under this Agreement Our Liability for Failure to Complete TransactionsIf we do not properly complete a transaction from your Card on time or in the correct amount according to our Agreement with you, we will be liable for your losses or damagesHowever, there are some exceptionsWe will not be liable, for instance:a If through no fault of ours, you do not have enough funds available on your Card to complete the transaction;b If a merchant refuses to accept your Card;c If an ATM where you are making a cash withdrawal does not have enough cash;d If an electronic terminal where you are making a transaction does not operate properly, and you knew about the problem when you initiated the transaction;e If access to your Card has been blocked after you reported your Card lost or stolen;f If access to your Card has been blocked by us for suspected fraud.g If there is a hold or your funds are subject to legal or administrative process or other encumbrance restricting their use;h If we have reason to believe the requested transaction is unauthorized;i If circumstances beyond our control (such as fire, flood, or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; orj Any other exception stated in our Agreement with you Privacy and Data ProtectionInformation We Collect ("Cardholder Information")Information about purchases made with the Card, such as date of purchase, amount and place of purchase;Information provided to us when the Card is requested; andInformation you provide when you call about the Card.Information Security:Only those persons who need it to perform their job functions are authorized to have access to Cardholder InformationIn addition, we maintain physical, electronic and procedural security measures that comply with federal regulations to safeguard Cardholder Information.Disclosure:We may use Cardholder Information to provide customer service, to develop marketing programs, to help protect against fraud and to conduct research and analysisIn addition, it is often necessary for us to disclose Cardholder Information for the same purposes to companies that work with usFor example, we may provide certain Cardholder Information to companies that perform business operations or services on our behalfWe may also provide certain Cardholder Information to others as permitted by law, such as government entities or other third parties in response to subpoenas The full cardholder’s agreement is listed in attachment aboveUnirush has to date not truthfully addressed the issues and has yet to contact me in regards to the matter. Thank you, *** *** *** *** *** ***p###-###-####f#-###-####
February 21, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: February 16, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that she received ATM fees pertaining to a ATM that she frequents *** *** also states that she was charged with monthly fees as well that she does not agree with. *** *** would like to be refunded for the ATM fees and for the dispute that has been filed. RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementIn addition, *** *** can find ATM locations by visiting rushcard.com. Our records indicate *** *** has two accounts with RushCard. The first account is the Rush Unlimited Plan with card ending in *** and the other card ending *** which is the Unlimited Plan as well. Both accounts carry their own card fees. We do see that in February both accounts were accessed a monthly fee. The monthly fees that were assessed are valid and pertains to each account. In addition, the dispute that was filed on 2/15/is ongoing. The time frame for research is 45- *** *** will receive a letter of resolution once the investigation is completed. On 2/21/18, a RushCard corporate resolutions specialist attempted to contact *** *** to advise her of this informationWe 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.
Regards,
*** ***
October 11, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: *** *** *** Complaint number:
*** Complaint date: October 6, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced aboveUniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** *** states in her complaint that RushCard blocked her account because of a refund she got from a merchant*** *** also states she sent in all the documentation requested to get her funds *** *** is requesting to have access to her funds On September 26, *** *** RushCard received a credit without an offsetting debitThis type of transaction is prohibited by ***a rules and is a sign of possible fraud or illegal activity. A block was placed on *** *** card until she could demonstrate that it was a legitimate credit by providing a copy of his Government Issued Identification and a copy of the original purchase/debit receipt On October 10, 2017, a RushCard corporate representative attempted to contacted *** *** to advise her of this informationWas not able to reach her by phoneSent *** *** an email to the email address we have on fileOur records indicate that *** *** contacted RushcCard customer service on October 10, *** *** was informed that the account was closed and a Bill Payment was issued for $2, We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service 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 First of all no one from Rushcard has addressed the email that I received on October 30th in regards to another direct deposit! When I receive emails stating that money is posted it is there, what made this situation different? I do not agree with Rushcards actions, I am still owed $80.46, you all should be held accountable for giving me information, by giving me my money that Rushcard notified me about on October 30th, at this time I have no direct deposits coming to the card due to this inconvenience and denial by Rushcard!
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. For your reference, details of the offer I reviewed appear below
I received an unauthorized charge from a merchant name ***! When I reported it to rush card they gave me the phone number to the company I called and they even confirmed I never was a member of this company and to dispute with my bank! Til this day I haven’t receive* my denial letter from rush card and I never authorized this charge! I am requesting my money back as I never authorized this charge and this was taken without my permissionPlease complete your research and provide my refund as a son as possible.rush card provided me a temporary credit ordered a new card and now took that credit back! I need my refund back!
Regards,
*** ***
This is regarding complaint ID ***This is the 3rd complaint from *** *** that we have responded to *** *** complaint is involving a $fee from a vendor when the customer processed a cash load The customer has been informed that this fee was assessed by the vendor and not RushCard The customer has been advised of the resolution. Thank you! UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comSatoyra H., Customer Service
December 21, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: December 18, 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 he referred his friend and never received the $credit. *** *** states his friend loaded the card and was told that the credit would be on the account in hours. *** *** would like a refund for the funds that have been loaded to the card Our records show that the friend *** *** referred opened accounts in December of The first application did not meet the qualifications due to the referral ID was not submitted on the applicationHowever, on the second application the referral ID was included. Per terms and conditions of the referral program the first application approved is the one that would be eligible for the credit. Due to this the $refer a friend credit will not be applied to the accounts. On December 20, a RushCard corporate resolution specialist contacted *** *** to discuss the refer a friend program We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
August 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: August 2, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that he still has not received his check that was processed on 8/3/ On August 13, *** *** contacted RushCard and spoke to a customer service agent about not get his check for the remaining balance on the accountOn August 15, a check for the balance on the account was reissued to the address on file*** *** contacted RushCard again on August 15, and spoke to a customer service agent that advised him the check was reissued, and he would receive it on or before August 24, On August 16, a RushCard corporate customer service specialist attempted to contact *** *** at the number he provided, to advise him if he did not get the check by August 24, we would ensure that he would get his funds via other means We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused 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 First of all, my name is *** *** ***I have been a member of Rushcard for about yearsFor the company to refer to me as ***, let's me know how out of touch they are with me and my accountI received a text message from Rushcard on May 16, at pmEST informing me that $had been taken form my accountI thought the money taken from my account was done to cover the bill from *** ***I got confirmation from Carol T., from *** *** stating I was enrolled in class which was to start on June 20, in *** **Later, I found out the bill for $had not been paidI did not give *** *** the right to charge my acoount for $which was a discount form the $originally charged on May 16, at pmESTI disputed the charge on June 29, because I did not give *** *** the right to charge me for $I filed a claim on the dispute on July 3, Furthermore, I only had $in my account at that timeHow could a charge for $go through when there was not enough money in the account to cover that transaction and I disputed the transaction? Unirush Financial Services (***) is at fault for approving a charge on my account when there was not enough money in my account to cover the charge plus I disputed the charge to stop payment and have my money refundedThe claim that ***'s service was bad came from a service rep at Rushcard who I talked to on the phoneI don't argue with their service but I did dispute the charge of $done on June 29,I want a stop payment on this charge and a refund of my $I am not happy with Unirush Financial Services (***)I want my $refunded and any charges to my account from *** *** clearedI don't like what has happenedThe financial service from Unirush has been poorThey don't follow their own standards they have set. I am one in a long list of more than complaints against Unirush Financial Services (***) and their lack of appropriate customer financial servicesI would not recommend them to anyone
Regards,
*** ***
May 18, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: May 14, 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 was inconvenience and was without basic essential due to his RushCard being blocked*** *** is requesting compensation for his inconvenience On May 17, a RushCard corporate specialist contacted *** *** to discuss his compensation request*** *** was advised we would call him back regarding the amount he requestedWe attempted to contact *** *** and a callback message was left. We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 3, 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. Per previous
response, On October 10, 2015, *** *** made a $transaction for *** *** *** on her RushCard accountOn October 12, 2015, the merchant settled
on the transactionOn November 25, 2015, *** *** filed an error allegation
dispute and per RushCard Cardholder Agreement the disputes process can take up
to to days to investigate and research the claimOnce the claim is
finale *** *** will receive a letter in the mail explaining the outcome of
the claimWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 22, 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. On October 23,
2015, *** *** filed an unauthorized transaction dispute regarding multiple charges
on his RushCard account Per RushCard
Cardholder Agreement, the dispute process can take up to to days to investigate. On November 5, 2015, the unauthorized
transaction dispute was found in *** *** favor and a final letter was sent
out regarding the outcome of the investigationWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 27,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. *** *** has
received his direct deposit and is actively using his RushCardIt 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
March 6, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com ***
Complaint date: March 04, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she is had placed a Check load through with *** check services through the Rushcard mobile app and that the Check load failed due to a new card replacing the old card. *** *** wants RushCard to supersede the check load protocols and to not charge the *** check load fee The agents that spoke with *** *** on March 3rd and 4th addressed that the Check load that goes through *** will only be able to be completed once the new card has been received and activated. Unfortunately, Rushcard can not supersede the load protocols through *** check services to verify and validate a check load to an account, there are other loading options that can still be processed through other check vendors that can cash a check in the meantime that allow access to the funds and can also load funds to a Rushcard. In addition, the fee that comes out for an *** Check load comes directly from *** check services and therefore does not give Ruschcard the authority or permission to reverse that said fee We appreciate *** *** feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
October 20,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer:
***
***
Complaint number: ***
Complaint date: October 13,
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which
provides the RushCard prepaid card takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
funds and information.
RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through.
We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/
It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance.
We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service.
RushCard Customer
Service
November 6, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and *** *** has access to
her funds and account informationWe are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/Additionally, we
have issued a $courtesy credit 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
August 15, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: August 15, 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 his RushCard is blocked and he can’t use his card*** *** also states his not able to get in touch with anyone to get his moneyHe would like to get his funds of $ On August 12, 2016, *** *** RushCard account ending in *** was blocked as a precautionary measure to prevent any unauthorized transactions being made on his accountOn August 12, 2016, a Corporate Risk Analyst attempted to contact *** *** and a text message was sent to the mobile number on the account to verify the most resent transaction On August 15, 2016, a RushCard corporate customer service specialist contacted *** *** and explained why the card was blocked and verified the transaction*** *** card was unblocked and he now has access to his funds We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
April 4, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: March 10, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint extends that the amount that was paid out by Rush cards account of for *** *** did not go through for that exact amount. On April 11th we called out and found out the issue resolved around that the amount that was paid to *** *** did not match up. This is an issue that is supposed to be called into our disputes team to work out with the merchant. We helped to mail out the dispute form for the issue to be worked by our dispute team with *** ***. We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, RushCard Corporate Customer Service
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. Consumer: *** ***Ref: Complaint# *** Dear *** *** ***,I am reaching to out in regards to the complaint# ***, a gas hold transaction of $made on my account on October 8, Unirush has to date not truthfully addressed the issues and has yet to contact me in regards to the matterThe Unirush financial company has allowed the returned of my funds, which totaled $ The funds were not returned on the day Rush card provided to the Revdex.comUnirush is in breach of the card holders contractThe violations of the cardholder’s agreement are found listed below: ConfidentialityWe may disclose information to third parties about your Card or the transactions you make:Where it is necessary for completing transactions;In order to verify the existence and condition of your Card for a third party, such as a merchant;In order to comply with government agency, court order, or other legal or administrative reporting requirements;If you consent by giving us your written permission;To our employees, auditors, affiliates, service providers, or attorneys as needed; orOtherwise as necessary to fulfill our obligations under this Agreement Our Liability for Failure to Complete TransactionsIf we do not properly complete a transaction from your Card on time or in the correct amount according to our Agreement with you, we will be liable for your losses or damagesHowever, there are some exceptionsWe will not be liable, for instance:a If through no fault of ours, you do not have enough funds available on your Card to complete the transaction;b If a merchant refuses to accept your Card;c If an ATM where you are making a cash withdrawal does not have enough cash;d If an electronic terminal where you are making a transaction does not operate properly, and you knew about the problem when you initiated the transaction;e If access to your Card has been blocked after you reported your Card lost or stolen;f If access to your Card has been blocked by us for suspected fraud.g If there is a hold or your funds are subject to legal or administrative process or other encumbrance restricting their use;h If we have reason to believe the requested transaction is unauthorized;i If circumstances beyond our control (such as fire, flood, or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; orj Any other exception stated in our Agreement with you Privacy and Data ProtectionInformation We Collect ("Cardholder Information")Information about purchases made with the Card, such as date of purchase, amount and place of purchase;Information provided to us when the Card is requested; andInformation you provide when you call about the Card.Information Security:Only those persons who need it to perform their job functions are authorized to have access to Cardholder InformationIn addition, we maintain physical, electronic and procedural security measures that comply with federal regulations to safeguard Cardholder Information.Disclosure:We may use Cardholder Information to provide customer service, to develop marketing programs, to help protect against fraud and to conduct research and analysisIn addition, it is often necessary for us to disclose Cardholder Information for the same purposes to companies that work with usFor example, we may provide certain Cardholder Information to companies that perform business operations or services on our behalfWe may also provide certain Cardholder Information to others as permitted by law, such as government entities or other third parties in response to subpoenas The full cardholder’s agreement is listed in attachment aboveUnirush has to date not truthfully addressed the issues and has yet to contact me in regards to the matter. Thank you, *** *** *** *** *** ***p###-###-####f
February 21, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: February 16, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that she received ATM fees pertaining to a ATM that she frequents *** *** also states that she was charged with monthly fees as well that she does not agree with. *** *** would like to be refunded for the ATM fees and for the dispute that has been filed. RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreementIn addition, *** *** can find ATM locations by visiting rushcard.com. Our records indicate *** *** has two accounts with RushCard. The first account is the Rush Unlimited Plan with card ending in *** and the other card ending *** which is the Unlimited Plan as well. Both accounts carry their own card fees. We do see that in February both accounts were accessed a monthly fee. The monthly fees that were assessed are valid and pertains to each account. In addition, the dispute that was filed on 2/15/is ongoing. The time frame for research is 45- *** *** will receive a letter of resolution once the investigation is completed. On 2/21/18, a RushCard corporate resolutions specialist attempted to contact *** *** to advise her of this informationWe 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.
Regards,
*** ***
October 11, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: *** *** *** Complaint number:
*** Complaint date: October 6, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced aboveUniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** *** states in her complaint that RushCard blocked her account because of a refund she got from a merchant*** *** also states she sent in all the documentation requested to get her funds *** *** is requesting to have access to her funds On September 26, *** *** RushCard received a credit without an offsetting debitThis type of transaction is prohibited by ***a rules and is a sign of possible fraud or illegal activity. A block was placed on *** *** card until she could demonstrate that it was a legitimate credit by providing a copy of his Government Issued Identification and a copy of the original purchase/debit receipt On October 10, 2017, a RushCard corporate representative attempted to contacted *** *** to advise her of this informationWas not able to reach her by phoneSent *** *** an email to the email address we have on fileOur records indicate that *** *** contacted RushcCard customer service on October 10, *** *** was informed that the account was closed and a Bill Payment was issued for $2, We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service 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 First of all no one from Rushcard has addressed the email that I received on October 30th in regards to another direct deposit! When I receive emails stating that money is posted it is there, what made this situation different? I do not agree with Rushcards actions, I am still owed $80.46, you all should be held accountable for giving me information, by giving me my money that Rushcard notified me about on October 30th, at this time I have no direct deposits coming to the card due to this inconvenience and denial by Rushcard!
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. For your reference, details of the offer I reviewed appear below
I received an unauthorized charge from a merchant name ***! When I reported it to rush card they gave me the phone number to the company I called and they even confirmed I never was a member of this company and to dispute with my bank! Til this day I haven’t receive* my denial letter from rush card and I never authorized this charge! I am requesting my money back as I never authorized this charge and this was taken without my permissionPlease complete your research and provide my refund as a son as possible.rush card provided me a temporary credit ordered a new card and now took that credit back! I need my refund back!
Regards,
*** ***
This is regarding complaint ID ***This is the 3rd complaint from *** *** that we have responded to *** *** complaint is involving a $fee from a vendor when the customer processed a cash load The customer has been informed that this fee was assessed by the vendor and not RushCard The customer has been advised of the resolution. Thank you! UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.comSatoyra H., Customer Service
December 21, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: December 18, 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 he referred his friend and never received the $credit. *** *** states his friend loaded the card and was told that the credit would be on the account in hours. *** *** would like a refund for the funds that have been loaded to the card Our records show that the friend *** *** referred opened accounts in December of The first application did not meet the qualifications due to the referral ID was not submitted on the applicationHowever, on the second application the referral ID was included. Per terms and conditions of the referral program the first application approved is the one that would be eligible for the credit. Due to this the $refer a friend credit will not be applied to the accounts. On December 20, a RushCard corporate resolution specialist contacted *** *** to discuss the refer a friend program We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service
August 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: August 2, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that he still has not received his check that was processed on 8/3/ On August 13, *** *** contacted RushCard and spoke to a customer service agent about not get his check for the remaining balance on the accountOn August 15, a check for the balance on the account was reissued to the address on file*** *** contacted RushCard again on August 15, and spoke to a customer service agent that advised him the check was reissued, and he would receive it on or before August 24, On August 16, a RushCard corporate customer service specialist attempted to contact *** *** at the number he provided, to advise him if he did not get the check by August 24, we would ensure that he would get his funds via other means We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused 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 First of all, my name is *** *** ***I have been a member of Rushcard for about yearsFor the company to refer to me as ***, let's me know how out of touch they are with me and my accountI received a text message from Rushcard on May 16, at pmEST informing me that $had been taken form my accountI thought the money taken from my account was done to cover the bill from *** ***I got confirmation from Carol T., from *** *** stating I was enrolled in class which was to start on June 20, in *** **Later, I found out the bill for $had not been paidI did not give *** *** the right to charge my acoount for $which was a discount form the $originally charged on May 16, at pmESTI disputed the charge on June 29, because I did not give *** *** the right to charge me for $I filed a claim on the dispute on July 3, Furthermore, I only had $in my account at that timeHow could a charge for $go through when there was not enough money in the account to cover that transaction and I disputed the transaction? Unirush Financial Services (***) is at fault for approving a charge on my account when there was not enough money in my account to cover the charge plus I disputed the charge to stop payment and have my money refundedThe claim that ***'s service was bad came from a service rep at Rushcard who I talked to on the phoneI don't argue with their service but I did dispute the charge of $done on June 29,I want a stop payment on this charge and a refund of my $I am not happy with Unirush Financial Services (***)I want my $refunded and any charges to my account from *** *** clearedI don't like what has happenedThe financial service from Unirush has been poorThey don't follow their own standards they have set. I am one in a long list of more than complaints against Unirush Financial Services (***) and their lack of appropriate customer financial servicesI would not recommend them to anyone
Regards,
*** ***
May 18, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: May 14, 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 was inconvenience and was without basic essential due to his RushCard being blocked*** *** is requesting compensation for his inconvenience On May 17, a RushCard corporate specialist contacted *** *** to discuss his compensation request*** *** was advised we would call him back regarding the amount he requestedWe attempted to contact *** *** and a callback message was left. We appreciate *** *** feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
December 11, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 3, 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. Per previous
response, On October 10, 2015, *** *** made a $transaction for *** *** *** on her RushCard accountOn October 12, 2015, the merchant settled
on the transactionOn November 25, 2015, *** *** filed an error allegation
dispute and per RushCard Cardholder Agreement the disputes process can take up
to to days to investigate and research the claimOnce the claim is
finale *** *** will receive a letter in the mail explaining the outcome of
the claimWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 22, 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. On October 23,
2015, *** *** filed an unauthorized transaction dispute regarding multiple charges
on his RushCard account Per RushCard
Cardholder Agreement, the dispute process can take up to to days to investigate. On November 5, 2015, the unauthorized
transaction dispute was found in *** *** favor and a final letter was sent
out regarding the outcome of the investigationWe 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