October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** ***
Complaint number: *** Complaint date: October 24, 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 24, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 17, 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 response, On
November 1, 2015, *** *** filed an error allegation disputes regarding two
ATM transactions that did not dispense On November 2, 2015, RushCard
received the written signed error allegation dispute back from *** ***As
per the RushCard Cardholder Agreement, the dispute process may take up to to
days to investigate a claim. On November 12, 2015, a provisional
credit was issued to *** ***’ accountOnce the claim is final, *** *** will
receive a letter in the mail regarding the outcome of her disputeWe
appreciate *** ***’ feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
questionWe will provide notification on the resolution
RushCard Customer
Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 18, 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 information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properlyOctober 12, 2015, ***
*** was provided a $Ingo promotional credit to her RushCard accountWe 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 E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: August 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 contends that she put $on her RushCard account and is trying to pay a bill. *** *** also states that the transaction is being rejected. *** *** would like the $and $service fee returned to her immediately. On August 15, 2017, we contacted *** *** to advise her the RushCard was not activated. A corporate customer service specialist contacted *** *** and did assist with activating her RushCard. We do apologize for any inconvenience *** *** had with activating her RushCard. We appreciate *** *** feedback. Regards, RushCard Corporate Customer Service
June 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 22, 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 without any notificationShe also states she was promised that her funds would be wired in hours and it was more than hours*** *** is requesting her funds on the account, and the late fee that she incurred On June 21, 2016, *** *** contacted RushCard customer service and requested an express cash be sent for her funds on the accountOn June 22, the express cash was processed and a customer service specialist contacted *** *** to provide her with the information to retrieve her funds. On June 29, 2016, a RushCard corporate customer service specialist contacted *** *** to see if there were any additional concernsExplained to *** *** that her card was blocked in an effort to safeguard of it*** *** said she understood and appreciated the call explaining it We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
if the promo was for taxes, why would it had been expired if I seen the ad late January?they are lying , they baited customers in and now they do not want to honor what they promoted
Regards,
*** ***
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 11, 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 response, 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 properlyOn October 13, a
replacement card was issued via regular delivery to the address on the account
*** *** has made transactions from October 16th to November 1st,
on her RushCard account*** *** currently have no funds on her
RushCard accountWe 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 If you read UniRush answer it talks about a disputeI am not addressing that issue at allThe fact that they lied about having my refund which was clearly processed by the merchant on 10/10/and withheld by UniRush days caused me, their customer a hardship This amount they unjustly held was equivalent to half a months pay checkThe rep Robert in their office even conferenced in the merchant verifying the refund was processedStill, the end result was nothingHe transferred my call to another rep and after being on hold minutes a rep answered the call and hung up in my face blatantly. They never called back, answered my email or followed upThe only answer I received was an automated emailNo live personI had to result to social media to reach out via twitter and *** because after over hours on hold still could not reach anyone to help resolve my inquiry about my stolen fundsNo one answered or helped me there either. The bottom line is that it's very unacceptable to steal your customer's funds then lie about it, make a person wait on hold an aggregious amount of time, then do nothing to respond for daysLastly, when the funds were mysteriously put back on my account, no call or email was sent letting me knowThis caused me even futher hardships (as well as many others) on social media. Furthermore, your post saying all systems were up and running and in working order was another lie on 10/21, because when I called, I spoke to several reps who told me theyare unable to help me due to a system outage and were unable to provide a date or day to call backFurther disturbing was the fact that they took down my name and telephone number saying "we will call you when our system comes back up" Still, to this very day, I am awaiting there call No call No apologyNothing.
Please don't skirt the issue and bring up a dispute againUniRush made me dispute the charge when I knowingly told them it was a valid chargeI believe, in doing so, you muddy the waters That was the aftermath of your comedy of errors UniRush!!!Point blank, UniRush unjustly held my funds daysNo explanation, just simply put, you are trying to justify stealing. Your hand is caught in the cookie jarWhat took so long to give me the money *** sent back to me on October 10, 2015? Answer that!!!!
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.
On two separate occasions I was told that the $unauthorized charge would be refunded to my account with in hours. I called again on Monday, February 19th and was told that it would be refunded to my account by March 1st, 2018, and the investigation would be completed in 45-days after the receipt of the Unauthorized formThe reason for my being upset is because I consistently am being misinformed regarding what will happen and the time line in which things occur with in the company. I get a different answer every time I call. I expect the refund will be in my account by tomorrow 2/28, since I was told that this would happen by 3/In addition to that, I never requested another card be sent to replace the card ending in 1734, but I received one in the mail on 2/26. Also, I repeatedly requested that the company DO NOT send me another card the past times that I calledI feel as though I am being taken advantage of and feel like no one with the company is knowledgeable regarding any information I have requested. I was told that the company was paperless and that it was impossible to be sent paper correspondence, when I requested that important information be sent to my mailing address. I never received ANYTHING in the mail regarding the ATM fee charges. It's not the ATM that is charging me, the charges are coming from Rushcard/Unirush. Because I did not receive notification of the ATM change, by mail as the company stated, AND was told that I do not have the option of paper correspondence, I will continue to pursue the refund of these ATM charges. I have NEVER USED an out of network ATM, so I still have a very valid reason for requesting the refundThey are unauthorized charges of $each totaling $25.00.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** - Once again more of the same bull! Now, this is a legal caseiam tried,I could not believe after years I gave these people my money and now this the way they treat meYou people been helping me with this case and I want to say thank you all you has doneBut you yourself can see that something wrong hereWhy doe's a citizen have to go thru this about his moneyThe only way is to sue,so I need feedback on how to do this or show me the way
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC 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
February 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: February 8, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that her sister completed a card to card transfer in error to a wrong account of hers. *** *** would like the card to card transfer to be revered and her account credited back for the funds Per the previous response on February 8, *** *** contacted RushCard customer service regarding the funds transfer of $and stated that her account and asked for the funds to be transferred to her active account. *** *** *** was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her fundsIn addition, *** *** could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds. The RushCard agent advised they would send a new card out so they could do they could do the transfer 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
MsHdid in fact call to say that a check will be mailed closing the *** accountI called yesterday at 1:p.mto get status on the accountNo return call just yet.
Regards,
*** ***
February 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: February 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. *** *** states in her complaint that someone used her email address when signing up for the RushCard. *** *** would like for her email address to be removed from the RushCard account. RushCard records indicate that the email used for the account ending in *** does not belong to this customer. The email address on file of *** has been removed from the cardholders account. On February 10, 2017, a corporate customer service representative contacted *** *** to advise her of this information We appreciate *** *** feedback Regards, RushCard Corporate 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Customer called Revdex.com 10/19/stating he hasn't received his replacement cardHe is currently staying with his mother and requests that the card be sent to the following address: *** ** *** *** *** *** *** ** ***
May 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: May 18, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that she attempted to withdraw funds from the ATM in the amount of $that was not dispensed but the funds were taken from the account. *** *** would like the funds to be credited back to the Rushcard account On May 13, *** *** contacted RushCard customer service and requested to cancel the pending ATM transaction for the amount of $403.50. *** *** was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 24, there are no longer pending charges of $on *** *** RushCard account In addition, the pending ATM transaction of $has settled to the account on May 13, 2016. A corporate customer service specialist attempted to contact *** *** on May 24, to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
On June 06th, 2016, *** *** contacted UniRush to file a dispute for an Unauthorized ATM withdraw that occurred on the same day, amounting $402.00, located at *** *** *** *** *** *** *** said she was at work when the transaction occurred, and her card was in her possession the whole time Based on the investigation, UniRush found no invalid pin counts; in other words, the perpetrator knew *** *** pin numberAlso, approximately one hour after the withdraw, there were two balance inquiries at the same ATM with an available balance of $ If *** *** has any additional questions or concerns, she can reach us by calling the number on the back of her CardWe appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve this letter
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 received the replacement card today but I'm unable to activate the cardI've called a number of times and I've called customer service, they said it was activated but when I call my account the card isn't activatedI just need the replacement card to be activated and to work
Regards,
*** ***
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** ***
Complaint number: *** Complaint date: October 24, 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 24, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 17, 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 response, On
November 1, 2015, *** *** filed an error allegation disputes regarding two
ATM transactions that did not dispense On November 2, 2015, RushCard
received the written signed error allegation dispute back from *** ***As
per the RushCard Cardholder Agreement, the dispute process may take up to to
days to investigate a claim. On November 12, 2015, a provisional
credit was issued to *** ***’ accountOnce the claim is final, *** *** will
receive a letter in the mail regarding the outcome of her disputeWe
appreciate *** ***’ feedback. We are dedicated to our customer’s
security and have taken the necessary steps to help dispute the transactions in
questionWe will provide notification on the resolution
RushCard Customer
Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: October 18, 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 information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properlyOctober 12, 2015, ***
*** was provided a $Ingo promotional credit to her RushCard accountWe 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 E4th STECincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: August 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 contends that she put $on her RushCard account and is trying to pay a bill. *** *** also states that the transaction is being rejected. *** *** would like the $and $service fee returned to her immediately. On August 15, 2017, we contacted *** *** to advise her the RushCard was not activated. A corporate customer service specialist contacted *** *** and did assist with activating her RushCard. We do apologize for any inconvenience *** *** had with activating her RushCard. We appreciate *** *** feedback. Regards, RushCard Corporate Customer Service
June 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com
*** Complaint date: June 22, 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 without any notificationShe also states she was promised that her funds would be wired in hours and it was more than hours*** *** is requesting her funds on the account, and the late fee that she incurred On June 21, 2016, *** *** contacted RushCard customer service and requested an express cash be sent for her funds on the accountOn June 22, the express cash was processed and a customer service specialist contacted *** *** to provide her with the information to retrieve her funds. On June 29, 2016, a RushCard corporate customer service specialist contacted *** *** to see if there were any additional concernsExplained to *** *** that her card was blocked in an effort to safeguard of it*** *** said she understood and appreciated the call explaining it We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
if the promo was for taxes, why would it had been expired if I seen the ad late January?they are lying , they baited customers in and now they do not want to honor what they promoted
Regards,
*** ***
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** *** Complaint number: *** Complaint date: November 11, 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 response, 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 properlyOn October 13, a
replacement card was issued via regular delivery to the address on the account
*** *** has made transactions from October 16th to November 1st,
on her RushCard account*** *** currently have no funds on her
RushCard accountWe 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 If you read UniRush answer it talks about a disputeI am not addressing that issue at allThe fact that they lied about having my refund which was clearly processed by the merchant on 10/10/and withheld by UniRush days caused me, their customer a hardship This amount they unjustly held was equivalent to half a months pay checkThe rep Robert in their office even conferenced in the merchant verifying the refund was processedStill, the end result was nothingHe transferred my call to another rep and after being on hold minutes a rep answered the call and hung up in my face blatantly. They never called back, answered my email or followed upThe only answer I received was an automated emailNo live personI had to result to social media to reach out via twitter and *** because after over hours on hold still could not reach anyone to help resolve my inquiry about my stolen fundsNo one answered or helped me there either. The bottom line is that it's very unacceptable to steal your customer's funds then lie about it, make a person wait on hold an aggregious amount of time, then do nothing to respond for daysLastly, when the funds were mysteriously put back on my account, no call or email was sent letting me knowThis caused me even futher hardships (as well as many others) on social media. Furthermore, your post saying all systems were up and running and in working order was another lie on 10/21, because when I called, I spoke to several reps who told me theyare unable to help me due to a system outage and were unable to provide a date or day to call backFurther disturbing was the fact that they took down my name and telephone number saying "we will call you when our system comes back up" Still, to this very day, I am awaiting there call No call No apologyNothing.
Please don't skirt the issue and bring up a dispute againUniRush made me dispute the charge when I knowingly told them it was a valid chargeI believe, in doing so, you muddy the waters That was the aftermath of your comedy of errors UniRush!!!Point blank, UniRush unjustly held my funds daysNo explanation, just simply put, you are trying to justify stealing. Your hand is caught in the cookie jarWhat took so long to give me the money *** sent back to me on October 10, 2015? Answer that!!!!
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.
On two separate occasions I was told that the $unauthorized charge would be refunded to my account with in hours. I called again on Monday, February 19th and was told that it would be refunded to my account by March 1st, 2018, and the investigation would be completed in 45-days after the receipt of the Unauthorized formThe reason for my being upset is because I consistently am being misinformed regarding what will happen and the time line in which things occur with in the company. I get a different answer every time I call. I expect the refund will be in my account by tomorrow 2/28, since I was told that this would happen by 3/In addition to that, I never requested another card be sent to replace the card ending in 1734, but I received one in the mail on 2/26. Also, I repeatedly requested that the company DO NOT send me another card the past times that I calledI feel as though I am being taken advantage of and feel like no one with the company is knowledgeable regarding any information I have requested. I was told that the company was paperless and that it was impossible to be sent paper correspondence, when I requested that important information be sent to my mailing address. I never received ANYTHING in the mail regarding the ATM fee charges. It's not the ATM that is charging me, the charges are coming from Rushcard/Unirush. Because I did not receive notification of the ATM change, by mail as the company stated, AND was told that I do not have the option of paper correspondence, I will continue to pursue the refund of these ATM charges. I have NEVER USED an out of network ATM, so I still have a very valid reason for requesting the refundThey are unauthorized charges of $each totaling $25.00.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** - Once again more of the same bull! Now, this is a legal caseiam tried,I could not believe after years I gave these people my money and now this the way they treat meYou people been helping me with this case and I want to say thank you all you has doneBut you yourself can see that something wrong hereWhy doe's a citizen have to go thru this about his moneyThe only way is to sue,so I need feedback on how to do this or show me the way
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC 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
February 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number:
*** Complaint date: February 8, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that her sister completed a card to card transfer in error to a wrong account of hers. *** *** would like the card to card transfer to be revered and her account credited back for the funds Per the previous response on February 8, *** *** contacted RushCard customer service regarding the funds transfer of $and stated that her account and asked for the funds to be transferred to her active account. *** *** *** was advised that the funds were transferred to this account and we could not move them that she would have to be responsible for moving her fundsIn addition, *** *** could not transfer the funds because the account they sent to her does not have a card for that account which is the connection for the online account access to transfer funds. The RushCard agent advised they would send a new card out so they could do they could do the transfer 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
MsHdid in fact call to say that a check will be mailed closing the *** accountI called yesterday at 1:p.mto get status on the accountNo return call just yet.
Regards,
*** ***
February 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: February 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. *** *** states in her complaint that someone used her email address when signing up for the RushCard. *** *** would like for her email address to be removed from the RushCard account. RushCard records indicate that the email used for the account ending in *** does not belong to this customer. The email address on file of *** has been removed from the cardholders account. On February 10, 2017, a corporate customer service representative contacted *** *** to advise her of this information We appreciate *** *** feedback Regards, RushCard Corporate 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Customer called Revdex.com 10/19/stating he hasn't received his replacement cardHe is currently staying with his mother and requests that the card be sent to the following address: *** ** *** *** *** *** *** ** ***
May 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** ***
Complaint number: *** Complaint date: May 18, To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that she attempted to withdraw funds from the ATM in the amount of $that was not dispensed but the funds were taken from the account. *** *** would like the funds to be credited back to the Rushcard account On May 13, *** *** contacted RushCard customer service and requested to cancel the pending ATM transaction for the amount of $403.50. *** *** was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 24, there are no longer pending charges of $on *** *** RushCard account In addition, the pending ATM transaction of $has settled to the account on May 13, 2016. A corporate customer service specialist attempted to contact *** *** on May 24, to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
On June 06th, 2016, *** *** contacted UniRush to file a dispute for an Unauthorized ATM withdraw that occurred on the same day, amounting $402.00, located at *** *** *** *** *** *** *** said she was at work when the transaction occurred, and her card was in her possession the whole time Based on the investigation, UniRush found no invalid pin counts; in other words, the perpetrator knew *** *** pin numberAlso, approximately one hour after the withdraw, there were two balance inquiries at the same ATM with an available balance of $ If *** *** has any additional questions or concerns, she can reach us by calling the number on the back of her CardWe appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve this letter
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 received the replacement card today but I'm unable to activate the cardI've called a number of times and I've called customer service, they said it was activated but when I call my account the card isn't activatedI just need the replacement card to be activated and to work
Regards,
*** ***