February 3,
VIA ONLINE SUBMISSION:
"margin-bottom:0in;margin-bottom:.0001pt;tab-stops:
390.5pttext-autospace:none">Revdex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: January 31,
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.
[redacted]
complaint contends that she would like a refund for an authorized transaction
in the amount of $that was made on October 29, On October 29,
an authorized transaction was made from [redacted] in the amount of $on
[redacted] RushCard account.
On November 2, [redacted] contacted RushCard
customer service to file an error allegation dispute. On January 29, 2016, [redacted] error allegation
dispute was determined to be deniedBased on the disputes department
investigation in conclusion, no funds were debited from [redacted] account. A letter was sent to [redacted] indicating
the resolution of the disputeOn February 3, 2016, a corporate customer
service specialist contacted [redacted] to discuss the resolution
We
appreciate [redacted] 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
RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case [redacted]
April 28,
We
received [redacted] complaint regarding the outcome of her dispute and the
level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
On 4/20/[redacted] filed a dispute in regards to an unauthorized transaction for $
at Stop &
ShopAll RushCard disputes are handled
through our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute [redacted] claim has been denied due to no error was foundWe
completely understand [redacted] concern with the outcome of her dispute
and we are unable to credit the account[redacted] will receive a letter explaining
the denial and can file a dispute for the outcome of the claim by following the
instructions on the letter receivedIf [redacted]
has any additional information that she would like to provide, she will need to
do so in the rebuttal letterWe sincerely apologize for any inconvenience and
the frustration 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
"
line-height:150%,sans-serif">Cincinnati OH
RE: Case [redacted]
April 21,
We
received [redacted] complaint regarding the availability of funds and the
level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
The
direct deposit in question was received by RushCard with a pay date of 4/16/
Since the direct deposit was over our card load limit of $10,additional
documentation was required from [redacted] of his driver's license or state
identification card, social security card, and letter from the remitter
validating the deposit amount as well as the address on the accountI am
showing that we received non-sufficient documents from [redacted] on 4/15/
and 4/16/[redacted] was advised to send in proper documentation and once received
they would be forwarded to the corporate office for reviewThe process of
validating documents can take 24-business hours to be reviewed and because
of the very large dollar amount additional validation needs to be completed
prior to posting the fundsOn 4/17/one of our corporate office specialist
contacted [redacted] and advised him of the documents that are needed in order
to post the direct deposit to his accountWe provided the corporate fax number
and advised [redacted] to send the needed documents directly to our officeDocuments
were received and reviewed and the direct deposit was posted to [redacted]
account on 4/17/I do assure [redacted] that all calls will be reviewed
and the agents involved will receive the appropriate
feedback and coaching if necessaryWe sincerely apologize for any
inconvenience and frustration this has caused
We
appreciate [redacted] feedback. These
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
September 15,
VIA ONLINE SUBMISSION:
Revdex.com®
W Seventh St Suite
class="MsoNormal" "margin-bottom:0in;margin-bottom:.0001pt;line-height:
115%">Cincinnati Ohio Re:
Case #[redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in response to the
attached complaint, Case No[redacted], which the Revdex.com®
("Revdex.com") received from [redacted], on September 11, UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that a new Rushcard was
mailed to an incorrect address and activated by Rushcard causing a loss of
funds. [redacted] states that Customer
Service representatives were rude and unprofessional
On September 09, 2015, [redacted] filed an unauthorized
transaction dispute regarding multiple charges that were made on his account
As per the RushCard Cardholder Agreement, the dispute process may take up
to to days to investigate a claim. On September 15, 2015, a
Corporate Customer Service Specialist attempted to contact [redacted] to advise
that the investigation will take daysOnce the claim is final, [redacted]
will receive a letter in the mail regarding the outcome of his dispute. Our research found that all customer
verification practices were followed by Customer Service. If [redacted] believes he is a victim of
identity theft, we encourage him to take steps to secure his accounts and
change his passwords, etc
We appreciate [redacted] situation
and understand the stress disputes can cause. We are dedicated to our
customer** security and have taken the necessary steps to help dispute the
transactions in questionWe will provide notification on the resolution
Sincerely,
Kathy RCorporate Customer Service
February 23,
VIA
ONLINE SUBMISSION:
"line-height:115%,serif">RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint # [redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in
response to the attached complaint, Complaint No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted] on February 21, 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
[redacted] complaint states
that RushCard held her funds in the amount of $for a pending transaction
from the Sports Authority that was made on her RushCard account, February 10,
[redacted] also is requesting her
funds be release immediately
On February 10, 2016, a pending
transaction in the amount of $from the Sports Authority was made on [redacted] accountOn February 18, 2016, [redacted] contacted RushCard customer
service to request the transaction be released back to her RushCard account
[redacted] was advised that a merchant hold release letter was needed in order to
validate and release the pending transactionOn February 19, 2016, RushCard
received a merchant hold release letter from [redacted]On February 22, 2016, a
corporate customer service specialist was able to validate the pending
transaction and release the hold back to [redacted] account[redacted] was
advised that her funds were released
We appreciate [redacted]
feedback, and
sincerely apologize for the inconvenience this may have caused
RushCard Corporate
Customer Service
Revdex.com
W Seventh St Suite
"
line-height:115%,sans-serif">Cincinnati OH
RE:
Case [redacted]
April 28,
We received [redacted] complaint regarding access to her blocked account and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
RushCard's
standard operating procedures require that we monitor our customer accounts for
compliance, suspicious activity, account take over, fraudulent activity and to
protect the integrity of RushCard as a business and our customer accounts
I understand the concern [redacted] has
regarding her RushCard being blockedAfter running routine exception reports
[redacted]'s account sent a red flag to our validation department for review
This account has been permanently closed by CorporateIn order to release the
remaining funds on the account we have asked [redacted] to supply us with
documents and proof of address that need to be verified[redacted] has sent in
her driver's license and social security card but we are still in need of her proof of
addressWe ask proof of address to be dated within the last daysI've
listed acceptable forms to be validated
VALID PROOF OF ADDRESS
Utility bill
(gas, electric, water, etc.)
Phone bill
Paycheck
stub
Benefits
letter (child support, food stamps/assistance)
Insurance
bill (car, house/renters)
We apologize
for the inconvenience and frustration this has caused [redacted]
We
appreciate [redacted] feedback. These
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
"
line-height:150%,sans-serif>W Seventh St Suite
Cincinnati OH
RE:
Case [redacted]
April 28,
We received [redacted]' complaint regarding her
application and the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards
I understand the concern [redacted] has
regarding her unprocessed applicationFederal law
requires all financial institutions to obtain, verify, and record information
that identifies each person who opens an accountAfter
running routine exception reports we have found no error of why [redacted]
application was decline, so we have manually processed the application[redacted] will receive her card within 7-business days via regular mailAs a onetime
courtesy we will waive the $card fee once [redacted] activates her card
We apologize for the inconvenience and frustration this has caused
We appreciate [redacted]' feedback. These 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
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] 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. 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 [redacted] 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 conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] 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, 2015 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, 2015 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 conversion. Our 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
March 17,
VIA
ONLINE SUBMISSION:
"line-height:115%,serif">RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint # [redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in
response to the attached complaint, Complaint No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted] on March 10,
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
[redacted]' complaint
states that RushCard held her funds in the amount of $for a pending
transaction that was made on her RushCard account, March 3,
RushCard allows a merchant calendar days to collect on
authorizations and in the event those funds are not collected the hold is
releasedRushCard also provides the merchant the option to fax into us a
letter advising us to release the hold in the event they have voided the
transaction or the RushCard member has paid by other meansRushCard requires
specific detail in the merchant hold release letter in order to release the
hold prior to the 10-day threshold[redacted] was advised that a merchant hold
release letter was needed in order to validate and release the pending
transactionOn March 11, 2016, RushCard received a merchant hold release
letter on behalf of [redacted]On March 11, 2016, a corporate customer service
specialist was able to validate the pending transaction and release the hold
back to [redacted]' account[redacted] was advised that her funds were released
We appreciate [redacted]'
feedback, and
sincerely apologize for the inconvenience this may have caused
RushCard Corporate
Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] They sent the exact same response the second time. I would like an explanation and more information, not just the same letter again. Thank you.
March 25, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 17, 2016
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.
[redacted]
[redacted] complaint contends that he was advised that his case was closed and will
not be reopened.
Per
our previous response, [redacted] filed a dispute on March 04, 2016, which was
denied due to no error was found. There
has been no rebuttal filed to reopen the dispute. If [redacted] does not agree with the outcome of the dispute he may
send a rebuttal letter to reopen the denied error allegation dispute. [redacted]
will need to fax the rebuttal letter with any additional documentation to the
disputes department at ###-###-####. On March 23, 2016 [redacted] RushCard account was closed because RushCard
is unable to keep his account secure. That
does not prevent [redacted] from filing a dispute rebuttal.
We appreciate [redacted]
[redacted] feedback.
RushCard Corporate
Customer Service
February 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: ...
[redacted] Complaint date: February 22, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] 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. [redacted] complaint contends that on January 23, 2017 he contacted RushCard to ask for information on depositing his significant others tax deposit on to his RushCard account. [redacted] indicates he was advised that it was ok to have the funds credited to his RushCard account. [redacted] also states he called RushCard again the same day and received conflicting information. [redacted] would like the tax deposit funds credited to his account. On February 23, 2017, a 3rd party caller contacted RushCard corporate customer service regarding the tax refund deposit being crediting to the account ending in 0096. The direct deposit in question was received by RushCard with an effective date of 2/23/17. All deposits received must match on several identification criteria’s before they are posted to a customer’s account. RushCard does not accept 3rd party direct deposits unless the person who owns the RushCard is listed as the payee. Since the direct deposit does not have any of the 3rd party’s information on them they were automatically returned on 2/23/2017. We apologize for any inconvenience this may have caused. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
September 23, 2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:
Case #[redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in response to the
attached complaint, Case No. [redacted], which the Revdex.com®
(“Revdex.com”) received from [redacted], on September 11, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
Per
response, on September 24, 2015, [redacted] contacted RushCard Customer Service
and was advised that it will take 7 to 10 business days to receive the bill
payment via regular mail. Per the Cardholder Agreement, [redacted] was also
provided that the dispute process will take 45 to 90 days. Once the dispute
is finalized, [redacted] will receive a letter via mail regarding the outcome
of the claim.
We appreciate [redacted] situation
and understand the stress identity theft can cause.
Sincerely,
Kathy R.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]I filed a report on this company on 7-15-17 about about 2 closed accounts that I have with rush card . The account was closed because of bank closure. I was told to email in documents so that I could be returned my money. they told me they never recieved them. The dispute was thru the Revdex.com AN THE CASE NUMBER [redacted] THE COMPANY CONTACTED Me THru Revdex.com an told me that they needed a proof of address I uploaded straight they their link an they closed the dispute as if my funds would be returned. I contacted company to make sure that my check was on the way an they are still saying that they have not recieved the paperwork so I was giving a email address to send it to an u did that that I'm still told that they are waiting on documents. I am at wits wits with this issue I have done every thing I can with trying to deal with this company. Corporate office called an I missed the call I have called back several times an can not get a live persoin on the phone .I just need further assurances in this matter because the company is failing to hold up to their end of agreement.Desired Outcome: Refund my money to my power of attorney Message to Revdex.com[redacted] this is complaint number from last complaint
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on June 14, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that she has not received her funds from an unauthorized
transaction dispute she filed on June 15, 2015 at [redacted] in the amounts of
$75.00 and $73.07. [redacted] also
stated that she is requesting for her replacement card to be processed via
expedited shipping.
On June
15, 2015 [redacted] filed an unauthorized transaction dispute regarding charges
in the amounts of $75.00 and $73.07 that was made on her account. On June 17, 2015, the RushCard dispute team
received a signed unauthorized transaction dispute form from [redacted]. As per the RushCard Cardholder Agreement, the
dispute process may take up to 45 to 90 days to investigate a claim. A Corporate Customer Service Specialist
contacted [redacted] and advised her of the status of our investigation. As a
courtesy, an expedited card was issued to the address on the account, and the
$30.00 expedited card fee was waived. Once the
claim is final, [redacted] will receive a letter in the mail regarding the
outcome of her dispute.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] 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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms. [redacted] 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 conversion. Our 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
In [redacted] complaint, she states that funds were deducted out of her RushCard account for an unauthorized transactions in the amount of $416.06. [redacted] is requesting research and refund for the transactions. On December 22, 2017, [redacted] contacted RushCard to file a...
dispute for unauthorized transaction. The claim was researched and found in favor of [redacted] the final credit totaling $416.06 was issued to the account on January 19, 2018.
February 3,
VIA ONLINE SUBMISSION:
"margin-bottom:0in;margin-bottom:.0001pt;tab-stops:
390.5pttext-autospace:none">Revdex.com
W Seventh St
Suite
Cincinnati Ohio
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: January 31,
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.
[redacted]
complaint contends that she would like a refund for an authorized transaction
in the amount of $that was made on October 29, On October 29,
an authorized transaction was made from [redacted] in the amount of $on
[redacted] RushCard account.
On November 2, [redacted] contacted RushCard
customer service to file an error allegation dispute. On January 29, 2016, [redacted] error allegation
dispute was determined to be deniedBased on the disputes department
investigation in conclusion, no funds were debited from [redacted] account. A letter was sent to [redacted] indicating
the resolution of the disputeOn February 3, 2016, a corporate customer
service specialist contacted [redacted] to discuss the resolution
We
appreciate [redacted] 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
RevDex.com
W
Seventh St Suite
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
150%">Cincinnati
Ohio
RE: Case [redacted]
April 28,
We
received [redacted] complaint regarding the outcome of her dispute and the
level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
On 4/20/[redacted] filed a dispute in regards to an unauthorized transaction for $
at Stop &
ShopAll RushCard disputes are handled
through our dedicated dispute team and are worked in the order that they are receivedAfter investigating
the dispute [redacted] claim has been denied due to no error was foundWe
completely understand [redacted] concern with the outcome of her dispute
and we are unable to credit the account[redacted] will receive a letter explaining
the denial and can file a dispute for the outcome of the claim by following the
instructions on the letter receivedIf [redacted]
has any additional information that she would like to provide, she will need to
do so in the rebuttal letterWe sincerely apologize for any inconvenience and
the frustration 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
"
line-height:150%,sans-serif">Cincinnati OH
RE: Case [redacted]
April 21,
We
received [redacted] complaint regarding the availability of funds and the
level of customer service received.
RushCard logs all customer contact and activity associated with
financial cards
The
direct deposit in question was received by RushCard with a pay date of 4/16/
Since the direct deposit was over our card load limit of $10,additional
documentation was required from [redacted] of his driver's license or state
identification card, social security card, and letter from the remitter
validating the deposit amount as well as the address on the accountI am
showing that we received non-sufficient documents from [redacted] on 4/15/
and 4/16/[redacted] was advised to send in proper documentation and once received
they would be forwarded to the corporate office for reviewThe process of
validating documents can take 24-business hours to be reviewed and because
of the very large dollar amount additional validation needs to be completed
prior to posting the fundsOn 4/17/one of our corporate office specialist
contacted [redacted] and advised him of the documents that are needed in order
to post the direct deposit to his accountWe provided the corporate fax number
and advised [redacted] to send the needed documents directly to our officeDocuments
were received and reviewed and the direct deposit was posted to [redacted]
account on 4/17/I do assure [redacted] that all calls will be reviewed
and the agents involved will receive the appropriate
feedback and coaching if necessaryWe sincerely apologize for any
inconvenience and frustration this has caused
We
appreciate [redacted] feedback. These
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
September 15,
VIA ONLINE SUBMISSION:
Revdex.com®
W Seventh St Suite
class="MsoNormal" "margin-bottom:0in;margin-bottom:.0001pt;line-height:
115%">Cincinnati Ohio Re:
Case #[redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in response to the
attached complaint, Case No[redacted], which the Revdex.com®
("Revdex.com") received from [redacted], on September 11, UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
[redacted] complaint contends that a new Rushcard was
mailed to an incorrect address and activated by Rushcard causing a loss of
funds. [redacted] states that Customer
Service representatives were rude and unprofessional
On September 09, 2015, [redacted] filed an unauthorized
transaction dispute regarding multiple charges that were made on his account
As per the RushCard Cardholder Agreement, the dispute process may take up
to to days to investigate a claim. On September 15, 2015, a
Corporate Customer Service Specialist attempted to contact [redacted] to advise
that the investigation will take daysOnce the claim is final, [redacted]
will receive a letter in the mail regarding the outcome of his dispute. Our research found that all customer
verification practices were followed by Customer Service. If [redacted] believes he is a victim of
identity theft, we encourage him to take steps to secure his accounts and
change his passwords, etc
We appreciate [redacted] situation
and understand the stress disputes can cause. We are dedicated to our
customer** security and have taken the necessary steps to help dispute the
transactions in questionWe will provide notification on the resolution
Sincerely,
Kathy RCorporate Customer Service
February 23,
VIA
ONLINE SUBMISSION:
"line-height:115%,serif">RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint # [redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in
response to the attached complaint, Complaint No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted] on February 21, 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
[redacted] complaint states
that RushCard held her funds in the amount of $for a pending transaction
from the Sports Authority that was made on her RushCard account, February 10,
[redacted] also is requesting her
funds be release immediately
On February 10, 2016, a pending
transaction in the amount of $from the Sports Authority was made on [redacted] accountOn February 18, 2016, [redacted] contacted RushCard customer
service to request the transaction be released back to her RushCard account
[redacted] was advised that a merchant hold release letter was needed in order to
validate and release the pending transactionOn February 19, 2016, RushCard
received a merchant hold release letter from [redacted]On February 22, 2016, a
corporate customer service specialist was able to validate the pending
transaction and release the hold back to [redacted] account[redacted] was
advised that her funds were released
We appreciate [redacted]
feedback, and
sincerely apologize for the inconvenience this may have caused
RushCard Corporate
Customer Service
Revdex.com
W Seventh St Suite
"
line-height:115%,sans-serif">Cincinnati OH
RE:
Case [redacted]
April 28,
We received [redacted] complaint regarding access to her blocked account and the level of
customer service received. RushCard logs
all customer contact and activity associated with financial cards
RushCard's
standard operating procedures require that we monitor our customer accounts for
compliance, suspicious activity, account take over, fraudulent activity and to
protect the integrity of RushCard as a business and our customer accounts
I understand the concern [redacted] has
regarding her RushCard being blockedAfter running routine exception reports
[redacted]'s account sent a red flag to our validation department for review
This account has been permanently closed by CorporateIn order to release the
remaining funds on the account we have asked [redacted] to supply us with
documents and proof of address that need to be verified[redacted] has sent in
her driver's license and social security card but we are still in need of her proof of
addressWe ask proof of address to be dated within the last daysI've
listed acceptable forms to be validated
VALID PROOF OF ADDRESS
Utility bill
(gas, electric, water, etc.)
Phone bill
Paycheck
stub
Benefits
letter (child support, food stamps/assistance)
Insurance
bill (car, house/renters)
We apologize
for the inconvenience and frustration this has caused [redacted]
We
appreciate [redacted] feedback. These
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
"
line-height:150%,sans-serif>W Seventh St Suite
Cincinnati OH
RE:
Case [redacted]
April 28,
We received [redacted]' complaint regarding her
application and the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards
I understand the concern [redacted] has
regarding her unprocessed applicationFederal law
requires all financial institutions to obtain, verify, and record information
that identifies each person who opens an accountAfter
running routine exception reports we have found no error of why [redacted]
application was decline, so we have manually processed the application[redacted] will receive her card within 7-business days via regular mailAs a onetime
courtesy we will waive the $card fee once [redacted] activates her card
We apologize for the inconvenience and frustration this has caused
We appreciate [redacted]' feedback. These 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
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] 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. 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 [redacted] 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 conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] 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, 2015 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, 2015 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 conversion. Our 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
March 17,
VIA
ONLINE SUBMISSION:
"line-height:115%,serif">RevDex.com®
W Seventh St Suite
Cincinnati Ohio
Re: Complaint # [redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in
response to the attached complaint, Complaint No[redacted], which the RevDex.com® ("Revdex.com") received from [redacted] on March 10,
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
[redacted]' complaint
states that RushCard held her funds in the amount of $for a pending
transaction that was made on her RushCard account, March 3,
RushCard allows a merchant calendar days to collect on
authorizations and in the event those funds are not collected the hold is
releasedRushCard also provides the merchant the option to fax into us a
letter advising us to release the hold in the event they have voided the
transaction or the RushCard member has paid by other meansRushCard requires
specific detail in the merchant hold release letter in order to release the
hold prior to the 10-day threshold[redacted] was advised that a merchant hold
release letter was needed in order to validate and release the pending
transactionOn March 11, 2016, RushCard received a merchant hold release
letter on behalf of [redacted]On March 11, 2016, a corporate customer service
specialist was able to validate the pending transaction and release the hold
back to [redacted]' account[redacted] was advised that her funds were released
We appreciate [redacted]'
feedback, and
sincerely apologize for the inconvenience this may have caused
RushCard Corporate
Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] They sent the exact same response the second time. I would like an explanation and more information, not just the same letter again. Thank you.
March 25, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 17, 2016
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.
[redacted]
[redacted] complaint contends that he was advised that his case was closed and will
not be reopened.
Per
our previous response, [redacted] filed a dispute on March 04, 2016, which was
denied due to no error was found. There
has been no rebuttal filed to reopen the dispute. If [redacted] does not agree with the outcome of the dispute he may
send a rebuttal letter to reopen the denied error allegation dispute. [redacted]
will need to fax the rebuttal letter with any additional documentation to the
disputes department at ###-###-####. On March 23, 2016 [redacted] RushCard account was closed because RushCard
is unable to keep his account secure. That
does not prevent [redacted] from filing a dispute rebuttal.
We appreciate [redacted]
[redacted] feedback.
RushCard Corporate
Customer Service
February 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: ...
[redacted] Complaint date: February 22, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] 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. [redacted] complaint contends that on January 23, 2017 he contacted RushCard to ask for information on depositing his significant others tax deposit on to his RushCard account. [redacted] indicates he was advised that it was ok to have the funds credited to his RushCard account. [redacted] also states he called RushCard again the same day and received conflicting information. [redacted] would like the tax deposit funds credited to his account. On February 23, 2017, a 3rd party caller contacted RushCard corporate customer service regarding the tax refund deposit being crediting to the account ending in 0096. The direct deposit in question was received by RushCard with an effective date of 2/23/17. All deposits received must match on several identification criteria’s before they are posted to a customer’s account. RushCard does not accept 3rd party direct deposits unless the person who owns the RushCard is listed as the payee. Since the direct deposit does not have any of the 3rd party’s information on them they were automatically returned on 2/23/2017. We apologize for any inconvenience this may have caused. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
September 23, 2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re:
Case #[redacted]
Consumer: [redacted]
To Whom It May Concern:
This letter is in response to the
attached complaint, Case No. [redacted], which the Revdex.com®
(“Revdex.com”) received from [redacted], on September 11, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
Per
response, on September 24, 2015, [redacted] contacted RushCard Customer Service
and was advised that it will take 7 to 10 business days to receive the bill
payment via regular mail. Per the Cardholder Agreement, [redacted] was also
provided that the dispute process will take 45 to 90 days. Once the dispute
is finalized, [redacted] will receive a letter via mail regarding the outcome
of the claim.
We appreciate [redacted] situation
and understand the stress identity theft can cause.
Sincerely,
Kathy R.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]I filed a report on this company on 7-15-17 about about 2 closed accounts that I have with rush card . The account was closed because of bank closure. I was told to email in documents so that I could be returned my money. they told me they never recieved them. The dispute was thru the Revdex.com AN THE CASE NUMBER [redacted] THE COMPANY CONTACTED Me THru Revdex.com an told me that they needed a proof of address I uploaded straight they their link an they closed the dispute as if my funds would be returned. I contacted company to make sure that my check was on the way an they are still saying that they have not recieved the paperwork so I was giving a email address to send it to an u did that that I'm still told that they are waiting on documents. I am at wits wits with this issue I have done every thing I can with trying to deal with this company. Corporate office called an I missed the call I have called back several times an can not get a live persoin on the phone .I just need further assurances in this matter because the company is failing to hold up to their end of agreement.Desired Outcome: Refund my money to my power of attorney Message to Revdex.com[redacted] this is complaint number from last complaint
June 18,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted], on June 14, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that she has not received her funds from an unauthorized
transaction dispute she filed on June 15, 2015 at [redacted] in the amounts of
$75.00 and $73.07. [redacted] also
stated that she is requesting for her replacement card to be processed via
expedited shipping.
On June
15, 2015 [redacted] filed an unauthorized transaction dispute regarding charges
in the amounts of $75.00 and $73.07 that was made on her account. On June 17, 2015, the RushCard dispute team
received a signed unauthorized transaction dispute form from [redacted]. As per the RushCard Cardholder Agreement, the
dispute process may take up to 45 to 90 days to investigate a claim. A Corporate Customer Service Specialist
contacted [redacted] and advised her of the status of our investigation. As a
courtesy, an expedited card was issued to the address on the account, and the
$30.00 expedited card fee was waived. Once the
claim is final, [redacted] will receive a letter in the mail regarding the
outcome of her dispute.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this has caused.
[redacted]
Corporate Customer Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] 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 worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms. [redacted] 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 conversion. Our 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
In [redacted] complaint, she states that funds were deducted out of her RushCard account for an unauthorized transactions in the amount of $416.06. [redacted] is requesting research and refund for the transactions. On December 22, 2017, [redacted] contacted RushCard to file a...
dispute for unauthorized transaction. The claim was researched and found in favor of [redacted] the final credit totaling $416.06 was issued to the account on January 19, 2018.