October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 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
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. In [redacted] complaint, she states RushCard routinely charges off her account from seemingly pure air. She states the latest has been transactions from various cities and states and had been at work. [redacted] states fraudulent charge from [redacted] and she does not have a [redacted] account. She is requesting a refund. Our records indicate on February 07, 2017, [redacted] contacted RushCard to file an unauthorized dispute on transactions from [redacted] and [redacted] claimed she had been at work when the transactions occurred. [redacted] was advised if the investigation of the disputes takes more than 10 business days’ provisional credit will be provided to her. [redacted] claims is still being investigated and can take up to May 6 to resolve. Also, [redacted] should contact RushCard regarding any unauthorized transactions in her account.
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.
I will be contacting my local attorney general and other government officials to press charges against this company. I am sick and tired of this back and forth. I will also be seeking legal counsel.
Regards,
[redacted]
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. I spoke to the corporate office(finally got through). The lady stated that my copies sent were not clear enough to make out the info. She told me that she can reverse the paychecks back to my employer is all she could do. I agreed, then she stated that she could only reverse one paycheck due to my credit card payment being taken out of the previous paycheck. So I would still have a remaining balance over 100 dollars. So she reverse the one paycheck and put me on hold. Then returned to the call to inform me that they are actually sending me a new card. AFTER she reverse one of my paychecks, I asked her did she reverse it already she stated yes. She said it takes 3-5 business days for my employer to received. I told her I need the remaining balance asap but I can't afford 30 dollars, she told me she's sending 2day shipping and charged my account. I told her that I couldn't afford the fee she stated you also stated you wanted the card asap. No previously I was told I would get this fee waivered but she said no. No my first call about this lost card was at the end of April NOT May 3rd that was a follow-up call to see what was going on and why I haven't received my card. To find out there wasn't a card sent yet, that's when I failed one of the questions and went from there. As of right now I still haven't received my other paycheck that was reverse , and I can't pay my bills. They don't care that this was their error! If the end result was to re send me a cared then why did one of my paychecks reversed and making me wait even longer to finish paying my bills! They haven't offered any credit or anything to show their at fault!
Regards,
[redacted]
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. I want my account cleared of negative balances and a refund of my $529.23. I will take legal action if this is not done by Monday, August 15, 2016, 8 am CST. UniRush Financial Services is at fault for approving a transaction which was deniedand having $529.23 taken from my account which I did not approve. There was not enough money in my account to cover the $1400.00 charge so why was it approved without my permission?
Regards,
[redacted]
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. Rush card is lying, no one ever called me and they purposely closed my account and reverse charges after I filed my complaint with Revdex.com. I will like my 38.80 back in my account that rush card stole, they purposely did this AFTER I FILE A COMPLAINT
Regards,
[redacted]
January 18, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 [redacted], OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 26, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she has several unauthorized transactions totaling 911.70. She is requesting a refund. Our records indicate, [redacted] disputed several transactions totaling $911.70. On December 4, 2017 our disputes department concluded that no error had occurred, and that the transactions were authorized. [redacted] had a spending pattern with the merchants prior to the disputed charges and additional charges after the dispute claim. RushCard received a rebuttal letter from [redacted] on December 28, 2017 in which [redacted] dispute claim was re-evaluated and it was determined the claim will remain denied. Regards, RushCard Corporate Customer Service
uly 27th, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: July 19th, 2016 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. On July 3rd, [redacted] contacted UniRush to dispute a transaction from [redacted] amounting to $1400.00. [redacted] stated she is not satisfied with the service she received from [redacted] said the training she paid for was not good and would like her funds back. On August 05th, 2016, [redacted] claim was denied. UniRush used resources through [redacted] in an attempt to recover the funds for [redacted]. The merchant, [redacted], provided documents to UniRush, it states [redacted], a student of theirs completed the course and because she did, she was able to obtain her certificate of completion. [redacted] is encouraged to contact RushCard customer service at [redacted] (###-###-####) in the future for any concerns regarding her RushCard account. Regards,RushCard Corporate Customer Service
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
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 June 8, 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 RushCard held his funds from a
pending authorization hold of $50.40. [redacted] stated that the merchant
received the correct payment amount and that the hold should have been credited
to his account.
On May 31, 2015 [redacted] RushCard received a partial
authorization hold for Country Inn & Suites in the amount of $50.40. On
June 7, 2015 RushCard Customer Service received a call from [redacted] stating
that the partial hold needed to be released sooner than the expiration date of
June 10, 2015. RushCard customer service attempted to contact the merchant to
verbally validate the hold with the member on the line, the action was left
unresolved. [redacted] called RushCard Customer Service on June 9, 2015 and
the representative manually released the pending hold to his RushCard account. On
June 15, 2015, A Corporate Customer Service Specialist attempted to contact [redacted] and we’re waiting for his returned call.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this matter has caused.
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
l[redacted] Complaint number: [redacted] 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, 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
I did not receive a call from Rushcard today, or if they did call, no one left me a message. I still need them to call me AND to give me written confirmation that the accounts are closed via email or mail. Them telling you the accounts are closed is NOT the same as them providing written confirmation of account closure. Thank you.
Response attached. Thank youNovember 9, 2017VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2017 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. In [redacted] complaint, she is unhappy that she was charged an expedited card fee for a replacement card. As a courtesy, the replacement card fee has been waived and a bill pay check has been issued out to [redacted] address on file. [redacted] account has been closed due to multiple dispute claims Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards,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. On July 16th 2015, I sent documents that were requested. I was told that it would take 1-2 days for my documents to be viewed by their cooperate office. I understand that weekends don't count. I called today July 22nd 2015, and was told that their still waiting for an approval. I would have to call back after 3:00pm. I'm going to wait and see what they say. I don't feel like that's professional but, I've waited this long.
Regards,
[redacted]
February 14, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint Date: January 24, 2018 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. In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed. Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $101.94. [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and condition of the services. All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, 2018 which at that time the provisional credit was removed from the cardholders account. [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, 2018. [redacted] can contact the merchant in question for further assistance, the merchant can be reached at payments@[redacted].com or visit the merchant website at [redacted].com to request a refund for the services as the merchant has confirmed [redacted] failed to cancel her trial membership an* therefore the charges are valid. Sincerely, 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.
After reading this reply I have then since contacted rushcard customer service and their representatives are still stating no resolve for this issue. I have also followed instructions from their co founder [redacted] via [redacted] by sending my name, address, and phone number on October 19th 2015. He stated someone would contact me and that has yet to happen. Its been a total of 21 days so far and none of my issues have been resolved. I have an eviction, loss of wages, no lights or food, . I'm in complete despair and displacement. All I ask is for my money to be refunded for the unauthorized charges and for the correct card to be active. I would also like a punitive damage settlement for all of the hardship Rushcard has caused for me.
Regards,
[redacted]
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
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 June 1, 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 she experienced activation
issues when she received her RushCard.
On June 16, 2015, RushCard has reversed the $3.95 onetime
card fee back to [redacted] account and a bill payment check has been issued
to the address on file. [redacted] will receive the bill payment check within
7-10 business days and her account will remain closed.
Customer called stating Unirush has sent her a refund check but no one will cash it. Reason given is an incorrect routing check. she has tried at [redacted], a bank and a check cashing business.
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On October 10,
2015, [redacted] made a $133.00 transaction for [redacted] on her RushCard
account. On October 12, 2015, the merchant settled on the transaction. On November
25, 2015, [redacted] filed an error allegation dispute and per RushCard
Cardholder Agreement the disputes process can take up to 45 to 90 days to
investigate and research the claim. Once the claim is finale [redacted] will
receive a letter in the mail explaining the outcome of the claim. 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
I feel that rushcard didn't resolve the matter because they felt that it was OK to charge my card within a couple of days apart and no they didn't explain to me about the charges and when I try to resolve the matter with the directly they seem as if they weren't concerned about keeping me as a customer they was concerned about taking money from me
December 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per previous
response, at this time, our system is up and running and cardholders have
access to their funds and account information.
[redacted] is making transactions on her RushCard account. Card number
ending in [redacted] is activated. On December 1, 2015, a $25.00 courtesy credit was
applied to [redacted] RushCard account. 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 16, 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
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. In [redacted] complaint, she states RushCard routinely charges off her account from seemingly pure air. She states the latest has been transactions from various cities and states and had been at work. [redacted] states fraudulent charge from [redacted] and she does not have a [redacted] account. She is requesting a refund. Our records indicate on February 07, 2017, [redacted] contacted RushCard to file an unauthorized dispute on transactions from [redacted] and [redacted] claimed she had been at work when the transactions occurred. [redacted] was advised if the investigation of the disputes takes more than 10 business days’ provisional credit will be provided to her. [redacted] claims is still being investigated and can take up to May 6 to resolve. Also, [redacted] should contact RushCard regarding any unauthorized transactions in her account.
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.
I will be contacting my local attorney general and other government officials to press charges against this company. I am sick and tired of this back and forth. I will also be seeking legal counsel.
Regards,
[redacted]
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. I spoke to the corporate office(finally got through). The lady stated that my copies sent were not clear enough to make out the info. She told me that she can reverse the paychecks back to my employer is all she could do. I agreed, then she stated that she could only reverse one paycheck due to my credit card payment being taken out of the previous paycheck. So I would still have a remaining balance over 100 dollars. So she reverse the one paycheck and put me on hold. Then returned to the call to inform me that they are actually sending me a new card. AFTER she reverse one of my paychecks, I asked her did she reverse it already she stated yes. She said it takes 3-5 business days for my employer to received. I told her I need the remaining balance asap but I can't afford 30 dollars, she told me she's sending 2day shipping and charged my account. I told her that I couldn't afford the fee she stated you also stated you wanted the card asap. No previously I was told I would get this fee waivered but she said no. No my first call about this lost card was at the end of April NOT May 3rd that was a follow-up call to see what was going on and why I haven't received my card. To find out there wasn't a card sent yet, that's when I failed one of the questions and went from there. As of right now I still haven't received my other paycheck that was reverse , and I can't pay my bills. They don't care that this was their error! If the end result was to re send me a cared then why did one of my paychecks reversed and making me wait even longer to finish paying my bills! They haven't offered any credit or anything to show their at fault!
Regards,
[redacted]
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. I want my account cleared of negative balances and a refund of my $529.23. I will take legal action if this is not done by Monday, August 15, 2016, 8 am CST. UniRush Financial Services is at fault for approving a transaction which was deniedand having $529.23 taken from my account which I did not approve. There was not enough money in my account to cover the $1400.00 charge so why was it approved without my permission?
Regards,
[redacted]
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. Rush card is lying, no one ever called me and they purposely closed my account and reverse charges after I filed my complaint with Revdex.com. I will like my 38.80 back in my account that rush card stole, they purposely did this AFTER I FILE A COMPLAINT
Regards,
[redacted]
January 18, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 [redacted], OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 26, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she has several unauthorized transactions totaling 911.70. She is requesting a refund. Our records indicate, [redacted] disputed several transactions totaling $911.70. On December 4, 2017 our disputes department concluded that no error had occurred, and that the transactions were authorized. [redacted] had a spending pattern with the merchants prior to the disputed charges and additional charges after the dispute claim. RushCard received a rebuttal letter from [redacted] on December 28, 2017 in which [redacted] dispute claim was re-evaluated and it was determined the claim will remain denied. Regards, RushCard Corporate Customer Service
uly 27th, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: July 19th, 2016 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. On July 3rd, [redacted] contacted UniRush to dispute a transaction from [redacted] amounting to $1400.00. [redacted] stated she is not satisfied with the service she received from [redacted] said the training she paid for was not good and would like her funds back. On August 05th, 2016, [redacted] claim was denied. UniRush used resources through [redacted] in an attempt to recover the funds for [redacted]. The merchant, [redacted], provided documents to UniRush, it states [redacted], a student of theirs completed the course and because she did, she was able to obtain her certificate of completion. [redacted] is encouraged to contact RushCard customer service at [redacted] (###-###-####) in the future for any concerns regarding her RushCard account. Regards,RushCard Corporate Customer Service
June 15, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
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 June 8, 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 RushCard held his funds from a
pending authorization hold of $50.40. [redacted] stated that the merchant
received the correct payment amount and that the hold should have been credited
to his account.
On May 31, 2015 [redacted] RushCard received a partial
authorization hold for Country Inn & Suites in the amount of $50.40. On
June 7, 2015 RushCard Customer Service received a call from [redacted] stating
that the partial hold needed to be released sooner than the expiration date of
June 10, 2015. RushCard customer service attempted to contact the merchant to
verbally validate the hold with the member on the line, the action was left
unresolved. [redacted] called RushCard Customer Service on June 9, 2015 and
the representative manually released the pending hold to his RushCard account. On
June 15, 2015, A Corporate Customer Service Specialist attempted to contact [redacted] and we’re waiting for his returned call.
We appreciate [redacted] feedback
and sincerely apologize
for the inconvenience this matter has caused.
Tyree Turner
Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
l[redacted] Complaint number: [redacted] 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, 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
I did not receive a call from Rushcard today, or if they did call, no one left me a message. I still need them to call me AND to give me written confirmation that the accounts are closed via email or mail. Them telling you the accounts are closed is NOT the same as them providing written confirmation of account closure. Thank you.
Response attached. Thank youNovember 9, 2017VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2017 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. In [redacted] complaint, she is unhappy that she was charged an expedited card fee for a replacement card. As a courtesy, the replacement card fee has been waived and a bill pay check has been issued out to [redacted] address on file. [redacted] account has been closed due to multiple dispute claims Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards,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. On July 16th 2015, I sent documents that were requested. I was told that it would take 1-2 days for my documents to be viewed by their cooperate office. I understand that weekends don't count. I called today July 22nd 2015, and was told that their still waiting for an approval. I would have to call back after 3:00pm. I'm going to wait and see what they say. I don't feel like that's professional but, I've waited this long.
Regards,
[redacted]
February 14, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint Date: January 24, 2018 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. In [redacted] complaint, she states she is disputed a charge; however, she was given credit then removed. Our records indicate on October 17, 2017, [redacted] filed a claim of an unauthorized transaction totaling $101.94. [redacted] was provided with a provisional credit in the amount of the claim during the chargeback research, the merchant in question did provide information showing [redacted] agreed to the terms and condition of the services. All [redacted] personal information matched the merchant file therefore the claim was on closed as so error was found in researching the disputed transaction, on January 22, 2018 which at that time the provisional credit was removed from the cardholders account. [redacted] was provided a letter advising of the outcome of the research with the merchant on January 23, 2018. [redacted] can contact the merchant in question for further assistance, the merchant can be reached at payments@[redacted].com or visit the merchant website at [redacted].com to request a refund for the services as the merchant has confirmed [redacted] failed to cancel her trial membership an* therefore the charges are valid. Sincerely, 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.
After reading this reply I have then since contacted rushcard customer service and their representatives are still stating no resolve for this issue. I have also followed instructions from their co founder [redacted] via [redacted] by sending my name, address, and phone number on October 19th 2015. He stated someone would contact me and that has yet to happen. Its been a total of 21 days so far and none of my issues have been resolved. I have an eviction, loss of wages, no lights or food, . I'm in complete despair and displacement. All I ask is for my money to be refunded for the unauthorized charges and for the correct card to be active. I would also like a punitive damage settlement for all of the hardship Rushcard has caused for me.
Regards,
[redacted]
June 16, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
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 June 1, 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 she experienced activation
issues when she received her RushCard.
On June 16, 2015, RushCard has reversed the $3.95 onetime
card fee back to [redacted] account and a bill payment check has been issued
to the address on file. [redacted] will receive the bill payment check within
7-10 business days and her account will remain closed.
We appreciate [redacted] feedback.
[redacted]
Corporate Customer Service
Customer called stating Unirush has sent her a refund check but no one will cash it. Reason given is an incorrect routing check. she has tried at [redacted], a bank and a check cashing business.
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On October 10,
2015, [redacted] made a $133.00 transaction for [redacted] on her RushCard
account. On October 12, 2015, the merchant settled on the transaction. On November
25, 2015, [redacted] filed an error allegation dispute and per RushCard
Cardholder Agreement the disputes process can take up to 45 to 90 days to
investigate and research the claim. Once the claim is finale [redacted] will
receive a letter in the mail explaining the outcome of the claim. 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
I feel that rushcard didn't resolve the matter because they felt that it was OK to charge my card within a couple of days apart and no they didn't explain to me about the charges and when I try to resolve the matter with the directly they seem as if they weren't concerned about keeping me as a customer they was concerned about taking money from me
December 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per previous
response, at this time, our system is up and running and cardholders have
access to their funds and account information.
[redacted] is making transactions on her RushCard account. Card number
ending in [redacted] is activated. On December 1, 2015, a $25.00 courtesy credit was
applied to [redacted] RushCard account. 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