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. Although I was completely inconvenienced with access to my funds, as well as unable to monitor my funds my money was put back in place
Regards,
*** ***
December 14, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: December 12, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she has not gotten the $for the Refer a Friend program*** *** also states that she is owed as well the $she spent to make sure her referrals were qualified for the offer On December 12, 2016, a RushCard corporate customer service specialist contacted *** *** regarding the Refer a friend program. *** *** was advised that the Refer a Friend Program can take up to days to payoutWe do apologize for the inconvenience this may have caused although this is the time frame for the payout for the program We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***To this day on October 28th, I still do not have the money in my accountRush card will not respond to my emails, mail through *** or ***They will sometimes answer the phone and other times the system just rejects the phone callI have had several successful phone call attempts however every agent that I speak with tells me that I have to wait for a text saying that my account is up and running correctlyI have not received such text and my account online or on the automated system or their atms does not reflect my proper balanceThis company promises that my money is safe with them yet they can not tell me anything that is going on with my accountThey say that they are locked out of it
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
This customer is stating that she is unable to use her funds on her account but I have already advised her that she has $on her account that is why she is unable to use the cardThe customer used all the funds on the account. Thank you, UniRush, LLC Tyree Turner, Customer Service Specialist
This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint she states she filed an unauthorized dispute with RushCard, but she has yet to receive provisional credit when she was told she would receive it*** *** is requesting a refund Our records indicate on March & 17, 2017, *** *** contacted RushCard to file disputes on multiple transactions totaling $*** *** claimed the transactions were fraudulently made without her authorizationFor each dispute filed *** *** failed to return the dispute form within a time matter, she was advised to return the dispute form signed within the ten business daysHowever, on March 27, *** *** only returned one dispute form for the case opened March 11, past the ten business daysAlso, we have received documents from the disputed merchants confirming *** *** indeed made the transactions and benefited from themThe documents have *** *** mailing address as the shipping address, her phone number and email addressWe will be sending them to her address including the denial letter
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
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. Dear ** *** ***, Customer Service Representative:May I begin by stating that this company and its practices never seizes to amaze me as a consumerI cannot state for certain that you took the time to monitor all the calls that I placed into your call center in every efforts to protect basically what I earnedA rebuttal letter? I provided you with an incident report number which includes a police report*** guanratees your money back when there is fradulent activity against your account. I assure that the three transactions in dispute were unathorizedI remit to you each month a reoccuring fee and trust that you as my selected financial institution are securing my funds and you did notWhat happened to the customer is always right! Allow me ro enlighten youAs you sit back and continue to go back and forth with me you should know that I am a single parent of childrenAs a result of the fraudulent activity on my account I have since been evicted from my home and struggled to place food in my children mouthsTalk about frustration, you have no earthly idea! It was in intrusion, a break inI have stuck with this company for six long years and in return to my loyalty you spit in my face and say deal with itProtocol? Really? You lack compassion and understanding I have spent alot of time trying to get this whole issue resolved and yet I am still left in limboI just don't understand. Maybe you would understand if you placed yourself, or someone that you loved in my shoes, how would you handle it then as a dedicated resolution team member? Words cannot express the way that I feel and how I have been handled by the Ruscard company. To make matters worse you couldn't even call me directly once the complaint was submitted you repeatedly sent your correspondence in a writing how personal is that? Inspite of all the chaos Rushcard still managed to charge my account for service that were not available or rendered to me. I sincerely pray that ** *** *** gets plenty of rest tonight
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I called in again and I had one person help me and he had me contact the hotel on a conference call and he spoke with the lady from the hotel and she gave him the transaction number and everything because he said that because of the system was messed up around the time that they sent the refund it could've gotten messed up so it was rush cards fault and not the hotels but I have yet to recieve my money, but their system is up and runningI also sent rush card a copy of the receipt from the hotel refunding it to my card and I have yet to hear anything from them as wellEverytime I call in now I get different stories and I still get the run around about my moneyI am extremely exhausted with this whole situation and this company
Regards,
*** ***
Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio 45202 RE: ***Douse Complaint ID: *** May 4, 2015 We received*** *** complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and activity
associated with financial cards. After reviewof *** *** account the last deposit received was on 5/1/with a pay date of 5/1/Afterfurther review I am showing *** *** has a pay date of every other Tuesday andthat is when the funds are postedRushCard in the process of upgrading ourDirect Deposit feature and transitioning it to ***As part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: *** Financial Institution Name: *** Deposit ID/AccountNumber: ***We sincerelyapologize for the confusion and inconvenience this has causedIf *** *** wouldlike to speak with someone in the corporate office regarding more information,please have her call ###-###-#### and press option 1. Weappreciate *** *** feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards,
***
***CustomerService SpecialistTell us why here
April 7,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint date: April 4,
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.
*** *** complaint contends that she was
told she would receive a provisional credit on April 1, 2016. *** *** indicates that she has not
received her provisional credit on her Rushcard account. *** *** also states that she would like
her funds back due to the ATM none dispense of her funds
On
March 19, *** *** contacted RushCard customer service regarding an
ATM transaction that did not dispense for the amounts of $and
265.45. An EA dispute was filed for the
ATM non- dispense transactions on March 19, Per RushCard Cardholder Agreement, the dispute
process can take up to to days to investigateA final letter will be sent to the address on
the account notifying *** *** of the resolutionOn April 7, a corporate customer service
specialist attempted to contact *** *** to discuss the dispute process
We appreciate *** ***
feedback. We are dedicated to our customer’s security and have taken the
necessary steps to help dispute the transactions in question
RushCard Corporate
Customer Service
January 2, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** ***
Complaint number: *** Complaint date: 12/20/ To Whom It May Concern: This letter is in response to the consumer complaint # *** to UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint, she states that funds were deducted out of her RushCard account for unauthorized transactions in the amount of $ *** *** is requesting research and refund for the transactions On September 14, 2017, *** *** contacted RushCard to file a dispute for unauthorized transactionThe case was closed on December 4th in favor of the merchant *** *** filed a rebuttal and additional documentation on the claimThe claim was reopened and found in favor of *** *** the final credits totaling $was issued to the account on 12/29/2017. Regards, RushCard Corporate Customer Service
November 11, 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 information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
In *** *** complaints, she states she disputed three unauthorized charges with three merchantsShe said she received a refund from three merchants, but not the *** *** Charge for $She is asking for the funds to be put back into her account On November 4th, 2016, *** *** contacted RushCard to file disputes on three transactions that posted in August and OctoberThe first claim consists of two for $and $*** *** claimed the transactions are fraud. On December 6th2016, her claim was denied because merchant provided documents linking the to the transactionsLastly, for the transaction for $762.11, Merchant issued credit for the same amount on November 15, We appreciate *** *** feedback, if she has any questions she can call our customer service number which is located on the back of her Rushcard Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.comW Seventh St Suite 1600Cincinnati Ohio 45202 Re: *** *** ***May 26, 2015We received *** *** complaintregarding access to her funds and her blocked cardRushCard logs all customercontact and activity associated with financial cardsBased on our additionalinvestigation, we have issued a bill payment for the remaining balance to theaddress on file and closed the account*** *** will receive the billpayment via regular mail within 7-business days Weappreciate *** *** feedbackThese types of issues go directly againstour mission of access and inclusion for everyone and we look to be clearer andavoid similar problems for all of our customers.Regards, *** ***Customer Service Specialist
February 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: February 20, 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 never provided her the details and information about the account promotions and accounts details. *** *** is wishing for referrals that she had made for *** *** and her friends on a previous issue. The current request is for *** *** issue is that she has not received her funds even though *** *** has loaded her account with a Cash load as required by the promotion On February 10, *** *** contacted RushCard customer service specialist and advised the agent about not receiving the credit from a*** *** (acct#:***) about the promotional requirements had been fulfilled for the Refer-A Friend promotion We reviewed the account and the issue originally was due to no cash load but their referee had made a cash load on January 31st, and the credit was applied on February 2017. We contacted out again to *** *** on Feb, 22nd to advise and her that when *** *** and her friends meet the minimum cash load requirements and that they activate their cards, the system will credit both *** *** and her friends accounts the $Refer-A-Friend credit. We also left a message for her that this current request for *** *** the RAF credit has been applied and updated on the account for the request of *** *** (acct#:***). In addition all the account promotions are on RushCard’s website at https://www.rushcard.com/faq/search?searchTerm=Refer+a+friend 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 find that this resolution is satisfactory to me. Although I was completely inconvenienced with access to my funds, as well as unable to monitor my funds my money was put back in place
Regards,
*** ***
December 14, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: December 12, To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that she has not gotten the $for the Refer a Friend program*** *** also states that she is owed as well the $she spent to make sure her referrals were qualified for the offer On December 12, 2016, a RushCard corporate customer service specialist contacted *** *** regarding the Refer a friend program. *** *** was advised that the Refer a Friend Program can take up to days to payoutWe do apologize for the inconvenience this may have caused although this is the time frame for the payout for the program We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***To this day on October 28th, I still do not have the money in my accountRush card will not respond to my emails, mail through *** or ***They will sometimes answer the phone and other times the system just rejects the phone callI have had several successful phone call attempts however every agent that I speak with tells me that I have to wait for a text saying that my account is up and running correctlyI have not received such text and my account online or on the automated system or their atms does not reflect my proper balanceThis company promises that my money is safe with them yet they can not tell me anything that is going on with my accountThey say that they are locked out of it
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
This customer is stating that she is unable to use her funds on her account but I have already advised her that she has $on her account that is why she is unable to use the cardThe customer used all the funds on the account. Thank you, UniRush, LLC Tyree Turner, Customer Service Specialist
This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint she states she filed an unauthorized dispute with RushCard, but she has yet to receive provisional credit when she was told she would receive it*** *** is requesting a refund Our records indicate on March & 17, 2017, *** *** contacted RushCard to file disputes on multiple transactions totaling $*** *** claimed the transactions were fraudulently made without her authorizationFor each dispute filed *** *** failed to return the dispute form within a time matter, she was advised to return the dispute form signed within the ten business daysHowever, on March 27, *** *** only returned one dispute form for the case opened March 11, past the ten business daysAlso, we have received documents from the disputed merchants confirming *** *** indeed made the transactions and benefited from themThe documents have *** *** mailing address as the shipping address, her phone number and email addressWe will be sending them to her address including the denial letter
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
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. Dear ** *** ***, Customer Service Representative:May I begin by stating that this company and its practices never seizes to amaze me as a consumerI cannot state for certain that you took the time to monitor all the calls that I placed into your call center in every efforts to protect basically what I earnedA rebuttal letter? I provided you with an incident report number which includes a police report*** guanratees your money back when there is fradulent activity against your account. I assure that the three transactions in dispute were unathorizedI remit to you each month a reoccuring fee and trust that you as my selected financial institution are securing my funds and you did notWhat happened to the customer is always right! Allow me ro enlighten youAs you sit back and continue to go back and forth with me you should know that I am a single parent of childrenAs a result of the fraudulent activity on my account I have since been evicted from my home and struggled to place food in my children mouthsTalk about frustration, you have no earthly idea! It was in intrusion, a break inI have stuck with this company for six long years and in return to my loyalty you spit in my face and say deal with itProtocol? Really? You lack compassion and understanding I have spent alot of time trying to get this whole issue resolved and yet I am still left in limboI just don't understand. Maybe you would understand if you placed yourself, or someone that you loved in my shoes, how would you handle it then as a dedicated resolution team member? Words cannot express the way that I feel and how I have been handled by the Ruscard company. To make matters worse you couldn't even call me directly once the complaint was submitted you repeatedly sent your correspondence in a writing how personal is that? Inspite of all the chaos Rushcard still managed to charge my account for service that were not available or rendered to me. I sincerely pray that ** *** *** gets plenty of rest tonight
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I called in again and I had one person help me and he had me contact the hotel on a conference call and he spoke with the lady from the hotel and she gave him the transaction number and everything because he said that because of the system was messed up around the time that they sent the refund it could've gotten messed up so it was rush cards fault and not the hotels but I have yet to recieve my money, but their system is up and runningI also sent rush card a copy of the receipt from the hotel refunding it to my card and I have yet to hear anything from them as wellEverytime I call in now I get different stories and I still get the run around about my moneyI am extremely exhausted with this whole situation and this company
Regards,
*** ***
Revdex.comCincinnati OhioW SeventhSt Suite 1600CincinnatiOhio 45202 RE: ***Douse Complaint ID: *** May 4, 2015 We received*** *** complaint regarding the availability of her funds and the level ofcustomer service received. RushCard logsall customer contact and activity
associated with financial cards. After reviewof *** *** account the last deposit received was on 5/1/with a pay date of 5/1/Afterfurther review I am showing *** *** has a pay date of every other Tuesday andthat is when the funds are postedRushCard in the process of upgrading ourDirect Deposit feature and transitioning it to ***As part of thistransition we have sent notices to your employer (or the originator of yourdeposit) informing them of your account information.For mostcustomers, your employer will update this information automatically and notrequire you to do anythingYour deposit will continue to be deposited on yourRushCard.However,some employers have different proceduresPlease be advised your employer mayask you to verify your account informationYour employer may also ask you toupdate your direct deposit informationWe are aware that some employers usewebsites to manage employee information and others may require you to submit anew form with your direct deposit information. For your convenience, your direct deposit information is printed below: Bank Routing Number: *** Financial Institution Name: *** Deposit ID/AccountNumber: ***We sincerelyapologize for the confusion and inconvenience this has causedIf *** *** wouldlike to speak with someone in the corporate office regarding more information,please have her call ###-###-#### and press option 1. Weappreciate *** *** feedback. Thesetypes of issues go directly against our mission of access and inclusion foreveryone and we look to be clearer and avoid similar problems for all of ourcustomers. Regards,
***
***CustomerService SpecialistTell us why here
April 7,
VIA ONLINE SUBMISSION:
RevDex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer: *** ***
Complaint number: ***
Complaint date: April 4,
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.
*** *** complaint contends that she was
told she would receive a provisional credit on April 1, 2016. *** *** indicates that she has not
received her provisional credit on her Rushcard account. *** *** also states that she would like
her funds back due to the ATM none dispense of her funds
On
March 19, *** *** contacted RushCard customer service regarding an
ATM transaction that did not dispense for the amounts of $and
265.45. An EA dispute was filed for the
ATM non- dispense transactions on March 19, Per RushCard Cardholder Agreement, the dispute
process can take up to to days to investigateA final letter will be sent to the address on
the account notifying *** *** of the resolutionOn April 7, a corporate customer service
specialist attempted to contact *** *** to discuss the dispute process
We appreciate *** ***
feedback. We are dedicated to our customer’s security and have taken the
necessary steps to help dispute the transactions in question
RushCard Corporate
Customer Service
January 2, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** ***
Complaint number: *** Complaint date: 12/20/ To Whom It May Concern: This letter is in response to the consumer complaint # *** to UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In *** *** complaint, she states that funds were deducted out of her RushCard account for unauthorized transactions in the amount of $ *** *** is requesting research and refund for the transactions On September 14, 2017, *** *** contacted RushCard to file a dispute for unauthorized transactionThe case was closed on December 4th in favor of the merchant *** *** filed a rebuttal and additional documentation on the claimThe claim was reopened and found in favor of *** *** the final credits totaling $was issued to the account on 12/29/2017. Regards, RushCard Corporate Customer Service
November 11, 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 information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Still waiting on my money to be returned
In *** *** complaints, she states she disputed three unauthorized charges with three merchantsShe said she received a refund from three merchants, but not the *** *** Charge for $She is asking for the funds to be put back into her account On November 4th, 2016, *** *** contacted RushCard to file disputes on three transactions that posted in August and OctoberThe first claim consists of two for $and $*** *** claimed the transactions are fraud. On December 6th2016, her claim was denied because merchant provided documents linking the to the transactionsLastly, for the transaction for $762.11, Merchant issued credit for the same amount on November 15, We appreciate *** *** feedback, if she has any questions she can call our customer service number which is located on the back of her Rushcard Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.comW Seventh St Suite 1600Cincinnati Ohio 45202 Re: *** *** ***May 26, 2015We received *** *** complaintregarding access to her funds and her blocked cardRushCard logs all customercontact and activity associated with financial cardsBased on our additionalinvestigation, we have issued a bill payment for the remaining balance to theaddress on file and closed the account*** *** will receive the billpayment via regular mail within 7-business days Weappreciate *** *** feedbackThese types of issues go directly againstour mission of access and inclusion for everyone and we look to be clearer andavoid similar problems for all of our customers.Regards, *** ***Customer Service Specialist
February 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: February 20, 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 never provided her the details and information about the account promotions and accounts details. *** *** is wishing for referrals that she had made for *** *** and her friends on a previous issue. The current request is for *** *** issue is that she has not received her funds even though *** *** has loaded her account with a Cash load as required by the promotion On February 10, *** *** contacted RushCard customer service specialist and advised the agent about not receiving the credit from a*** *** (acct#:***) about the promotional requirements had been fulfilled for the Refer-A Friend promotion We reviewed the account and the issue originally was due to no cash load but their referee had made a cash load on January 31st, and the credit was applied on February 2017. We contacted out again to *** *** on Feb, 22nd to advise and her that when *** *** and her friends meet the minimum cash load requirements and that they activate their cards, the system will credit both *** *** and her friends accounts the $Refer-A-Friend credit. We also left a message for her that this current request for *** *** the RAF credit has been applied and updated on the account for the request of *** *** (acct#:***). In addition all the account promotions are on RushCard’s website at https://www.rushcard.com/faq/search?searchTerm=Refer+a+friend We appreciate *** *** feedback and sincerely apologize for the inconvenience this has caused RushCard, Corporate Customer Service