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,
*** ***
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 Per the response, I contacted Rush Card in order to resolve the issue with my cardI was informed that the issue was still not resolvedI still do not have access to my funds and I am still receiving the same response of "An email will be sent to an account specialist for further assistance." This is the same response that I have gotten for almost two weeks now and nothing has changedThe individuals on the phone are still unable to fix the problem on my account.
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 The matter wasn't resolved...I' m still out of $ and have heard from no one
Regards,
*** ***
Tell us why here...November 2,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.Per RushCard
Cardholder Agreement, when the card is used at
an automated fuel dispenser ("pay at the pump"), the merchant may
preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel,
for a car rental purchase, or for similar purchases, the merchant or we may
preauthorize the transaction amount for the purchase amountThese
merchants must settle first and then the transaction can be released*** ***
received her funds on the expiration date.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 21,
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 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,
*** ***They are saying that the money was still on my card however in the document I provided it clearly shows the money being debited from my card
In *** *** complaint, she states on March 7, 2017, she contacted RushCard to report her card stolen and to file a dispute on unauthorized transactions that posted to her accountShe states she was told a new card, her dispute form and provisional credit would be provided to herHowever, she has yet to received anything and her case was denied. *** *** is requesting a refund for the missing funds out of her account Our records indicate on March 7, 2017, *** *** sent an email to RushCard to file an unauthorized dispute on transactions in the amount of $834.85, with *** *** ***, ***, *** & *** ***She claimed her RushCard was stolen in the beginning of FebruaryOn March 20, 2017, *** *** claim was denied, first, *** *** claimed she lost her card, however, there are multiple authorized transactions in between the fraud transactionsSecond, we have pattern on three of out the four disputed merchantsThird, we reached out to *** *** *** and they confirmed the name on the reservation in *** ***
December 12, 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: 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 payout. We appreciate *** *** feedback.Regards,RushCard Corporate Customer Service
October 30,
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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms*** have access
to her 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.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
***, We have a Revdex.com complaint #*** that we need closedWe have provided *** *** with the dispute timeframe window of 45-days*** *** submitted a dispute on charges 5/16/At this time we have nothing else to provide her as a resolution as our dispute team is still conducting their investigation and research. Thank you, UniRush, LLC Terrell W., Customer Service Specialist
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
March 9, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: *** *** Complaint number: ***
Complaint date: March 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 states that she contacted RushCard on March 4, to close her account and have remaining funds of $sent to her. *** *** states her remaining funds were sent to her old address on file*** *** would like her funds refunded to her and her address updated on file. On March 4, *** *** contacted RushCard customer service to close her account. The RushCard agent advised *** *** the remaining funds would be sent to her via a Bill Payment check for $to the address on file*** *** contacted RushCard again later on the date of March 4, to advise she wanted her RushCard account to be reopened, although the Bill Payment had already been sent to the address on file*** *** will need to provide a copy of her Driver’s License, Social Security Card and Proof of AddressOnce the following information is received the address on file will be updatedIn addition, the Bill Payment for $has been stopped and the account creditedOn March 9, a corporate resolutions specialist contacted *** *** to advise of the following information. We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 have tried since October to work with the merchant and rush card and the merchant did their part and I got screwed over by rush card so I will go on with the next stepsI do not like doing this but this company wants to act like they don't care and that they are doing everything right and they are not so I will just sue rush cardI have sent them the proof of the merchant refunding my money to my card and me never receiving it through rush card because of the problems they had so it is what it is in tired of trying to work with rush card and the results always ends the same because they feel like it's not their fault but it is
Regards,
*** ***
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
August 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** * *** Complaint number:
*** Complaint date: August 27, 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 $in her RushCard account that she does not have access to. *** *** also states that she would like a check for the funds on her RushCard account to pay her bills On August 6, 2016, *** *** contacted RushCard by email stating that she lost her card ending in 4702. *** *** RushCard was blocked due to being stated as lost, the card was not replaced. A corporate customer service representative contacted *** *** on August 29, to advise of this information, and to assist with the remaining funds on the RushCard account. We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
Revdex.com
"
line-height:150%,sans-serif>W Seventh St Suite
Cincinnati Ohio
RE: Case
[redacted]
April 16,
We received [redacted] complaint
regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
We completely
understand [redacted] concern with the outcome of her dispute
All RushCard disputes are handled through our
dedicated dispute team and are worked in the order that they are receivedI am
showing we received the written dispute form back from [redacted] on 4/8/
and after investigating the dispute we have denied [redacted] claim
RushCard is unable to credit the account and a letter has been sent out explaining
the denial of the claim[redacted] was instructed by multiple agents at our
call centers and from the corporate office to send a rebuttal letter to the
dispute team regarding the outcome of the disputeIf [redacted] has any
additional information that she would like to provide, she will need to do so
in the rebuttal letter We have also
pulled all the calls on the account and reviewed them to insure [redacted]
was advised of the correct informationWe sincerely
apologize for any inconvenience and frustration this has caused [redacted]
We appreciate [redacted] feedbackThese
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
[redacted]
Customer Service Specialist
RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case # [redacted]
April 27,
We
received [redacted] complaint regarding access to his funds and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
On 4/14/[redacted]
[redacted] filed a dispute in regards to an unauthorized transaction for $at
[redacted] that was made on his accountAll Rush Card disputes are handled
through our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute [redacted] claim was denied due to no error has been foundWe completely
understand [redacted] concern with the outcome of his dispute and we are
unable to credit the account[redacted] has filed a rebuttal letter for the
outcome of the claim and the dispute team has received that letter on 4/23/
[redacted] will need to allow up to days for the dispute team to reopen the
claim for further investigation[redacted] has received his replacement card
and there are no funds available on his accountWe sincerely apologize for any
inconvenience this has caused
We
appreciate [redacted] feedbackThese types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers
Regards,
[redacted]
Customer
Service Specialist
RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case # [redacted]
April 27,
We
received [redacted] complaint regarding access to her funds and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
On 4/22/[redacted] filed a dispute for ATM non-dispense for $at [redacted]All RushCard disputes are handled through
our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute [redacted] claim was denied due to no error has been foundOn
4/6/at the time of the initial ATM transaction the funds were not dispense
The ATM does its own settlement process and realized funds were actually not
dispensed and voided the holdThe next day, the same bank credited the $
in error and then debited the credit that was done on [redacted] accountWe sincerely apologize for any confusion and frustration this has caused and attached
to the complaint is the history of the ATM transaction.
We
appreciate [redacted] feedbackThese types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers
Regards,
[redacted]
Customer
Service Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
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 Per the response, I contacted Rush Card in order to resolve the issue with my cardI was informed that the issue was still not resolvedI still do not have access to my funds and I am still receiving the same response of "An email will be sent to an account specialist for further assistance." This is the same response that I have gotten for almost two weeks now and nothing has changedThe individuals on the phone are still unable to fix the problem on my account.
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 The matter wasn't resolved...I' m still out of $ and have heard from no one
Regards,
*** ***
Tell us why here...November 2,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.Per RushCard
Cardholder Agreement, when the card is used at
an automated fuel dispenser ("pay at the pump"), the merchant may
preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel,
for a car rental purchase, or for similar purchases, the merchant or we may
preauthorize the transaction amount for the purchase amountThese
merchants must settle first and then the transaction can be released*** ***
received her funds on the expiration date.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 21,
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 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,
*** ***They are saying that the money was still on my card however in the document I provided it clearly shows the money being debited from my card
In *** *** complaint, she states on March 7, 2017, she contacted RushCard to report her card stolen and to file a dispute on unauthorized transactions that posted to her accountShe states she was told a new card, her dispute form and provisional credit would be provided to herHowever, she has yet to received anything and her case was denied. *** *** is requesting a refund for the missing funds out of her account Our records indicate on March 7, 2017, *** *** sent an email to RushCard to file an unauthorized dispute on transactions in the amount of $834.85, with *** *** ***, ***, *** & *** ***She claimed her RushCard was stolen in the beginning of FebruaryOn March 20, 2017, *** *** claim was denied, first, *** *** claimed she lost her card, however, there are multiple authorized transactions in between the fraud transactionsSecond, we have pattern on three of out the four disputed merchantsThird, we reached out to *** *** *** and they confirmed the name on the reservation in *** ***
December 12, 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: 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 payout. We appreciate *** *** feedback.Regards,RushCard Corporate Customer Service
October 30,
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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms*** have access
to her 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.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
***, We have a Revdex.com complaint #*** that we need closedWe have provided *** *** with the dispute timeframe window of 45-days*** *** submitted a dispute on charges 5/16/At this time we have nothing else to provide her as a resolution as our dispute team is still conducting their investigation and research. Thank you, UniRush, LLC Terrell W., Customer Service Specialist
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
March 9, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: *** *** Complaint number: ***
Complaint date: March 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 states that she contacted RushCard on March 4, to close her account and have remaining funds of $sent to her. *** *** states her remaining funds were sent to her old address on file*** *** would like her funds refunded to her and her address updated on file. On March 4, *** *** contacted RushCard customer service to close her account. The RushCard agent advised *** *** the remaining funds would be sent to her via a Bill Payment check for $to the address on file*** *** contacted RushCard again later on the date of March 4, to advise she wanted her RushCard account to be reopened, although the Bill Payment had already been sent to the address on file*** *** will need to provide a copy of her Driver’s License, Social Security Card and Proof of AddressOnce the following information is received the address on file will be updatedIn addition, the Bill Payment for $has been stopped and the account creditedOn March 9, a corporate resolutions specialist contacted *** *** to advise of the following information. We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 have tried since October to work with the merchant and rush card and the merchant did their part and I got screwed over by rush card so I will go on with the next stepsI do not like doing this but this company wants to act like they don't care and that they are doing everything right and they are not so I will just sue rush cardI have sent them the proof of the merchant refunding my money to my card and me never receiving it through rush card because of the problems they had so it is what it is in tired of trying to work with rush card and the results always ends the same because they feel like it's not their fault but it is
Regards,
*** ***
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 25, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
August 29, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** * *** Complaint number:
*** Complaint date: August 27, 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 $in her RushCard account that she does not have access to. *** *** also states that she would like a check for the funds on her RushCard account to pay her bills On August 6, 2016, *** *** contacted RushCard by email stating that she lost her card ending in 4702. *** *** RushCard was blocked due to being stated as lost, the card was not replaced. A corporate customer service representative contacted *** *** on August 29, to advise of this information, and to assist with the remaining funds on the RushCard account. We appreciate *** *** feedback Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
Revdex.com
"
line-height:150%,sans-serif>W Seventh St Suite
Cincinnati Ohio
RE: Case
[redacted]
April 16,
We received [redacted] complaint
regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
We completely
understand [redacted] concern with the outcome of her dispute
All RushCard disputes are handled through our
dedicated dispute team and are worked in the order that they are receivedI am
showing we received the written dispute form back from [redacted] on 4/8/
and after investigating the dispute we have denied [redacted] claim
RushCard is unable to credit the account and a letter has been sent out explaining
the denial of the claim[redacted] was instructed by multiple agents at our
call centers and from the corporate office to send a rebuttal letter to the
dispute team regarding the outcome of the disputeIf [redacted] has any
additional information that she would like to provide, she will need to do so
in the rebuttal letter We have also
pulled all the calls on the account and reviewed them to insure [redacted]
was advised of the correct informationWe sincerely
apologize for any inconvenience and frustration this has caused [redacted]
We appreciate [redacted] feedbackThese
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
[redacted]
Customer Service Specialist
RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case # [redacted]
April 27,
We
received [redacted] complaint regarding access to his funds and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
On 4/14/[redacted]
[redacted] filed a dispute in regards to an unauthorized transaction for $at
[redacted] that was made on his accountAll Rush Card disputes are handled
through our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute [redacted] claim was denied due to no error has been foundWe completely
understand [redacted] concern with the outcome of his dispute and we are
unable to credit the account[redacted] has filed a rebuttal letter for the
outcome of the claim and the dispute team has received that letter on 4/23/
[redacted] will need to allow up to days for the dispute team to reopen the
claim for further investigation[redacted] has received his replacement card
and there are no funds available on his accountWe sincerely apologize for any
inconvenience this has caused
We
appreciate [redacted] feedbackThese types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers
Regards,
[redacted]
Customer
Service Specialist
RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case # [redacted]
April 27,
We
received [redacted] complaint regarding access to her funds and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
On 4/22/[redacted] filed a dispute for ATM non-dispense for $at [redacted]All RushCard disputes are handled through
our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute [redacted] claim was denied due to no error has been foundOn
4/6/at the time of the initial ATM transaction the funds were not dispense
The ATM does its own settlement process and realized funds were actually not
dispensed and voided the holdThe next day, the same bank credited the $
in error and then debited the credit that was done on [redacted] accountWe sincerely apologize for any confusion and frustration this has caused and attached
to the complaint is the history of the ATM transaction.
We
appreciate [redacted] feedbackThese types of issues go directly against our
mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers
Regards,
[redacted]
Customer
Service Specialist