November 20, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 14, 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, he states he filed a dispute on a duplicate charge. He is requesting a refund. Our record indicates on September 18, 2017, [redacted] filed a dispute, in his subsequent dispute form he claimed he paid $94.49 in cash to [redacted]; however, they also charged his RushCard $94.49. On October 02, 2017, [redacted] dispute was denied because there were no proof of a second payment. On November 20,2017, the Dispute team re-opened [redacted] dispute, a chargeback will be submitted. Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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. 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
August 4, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: 12306163...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number 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 states that she was charged for her card being expedited when RushCard closed her account without notification. [redacted] also states that the customer service she received was not acceptable. Our records indicate that on July 18, 2017, our Risk team determined that [redacted] card was possibly compromised. In an attempt to protect their funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in [redacted]. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. On July 18, 2017 [redacted] contacted our customer service department and requested a replacement card be expedited because she was expecting a direct deposit. We regret the inconvenience this caused. On August 4, 2017 a corporate resolution specialist attempted to contact [redacted] to advise her that a $30 credit was applied to her account for the expedited fee she was charged. A detailed message was left for a callback. . We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Documents have already been sent over to rush card multiple times by me and [redacted] and also documents showing [redacted] approved refund so this back and forth is redundant and I need my refund released immediately. 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]
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [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
July 16, 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 states that RushCard
blocked her account without receiving any notification. [redacted] also stated
that she needed access to her funds at the time of making transactions.
On July
7, 2015, [redacted] RushCard account ending in [redacted] was blocked as a precautionary
measure to prevent any unauthorized transactions being made on her account. A
Corporate Risk Analyst attempted to contact [redacted] and a SMS message was
sent to the mobile number on the account. RushCard required that [redacted]
would need to replace her RushCard. On
July 16, 2015, [redacted] contacted RushCard customer service. A replacement
card was issued via expedited delivery to the address on the account with
waiving the $30.00 fee. [redacted] has received her replacement card and has
unrestricted access to her funds.
We look
forward to serving [redacted]’s financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that
goal.
February 2, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] ...
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 states that she has yet to receive the RushCard’s promotional Refer a Friend credit of $30.00. [redacted] also states she was told that the Refer a Friend promotion was changed in the middle of the promotion and now she has to wait 30 days for her credit. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. Our records show [redacted] has qualifying events to receive the promotional credits prior to the change. On February 2, 2017 after review of [redacted] account, a credit of $30 was applied for the Refer a Friend promotion. A RushCard corporate specialist attempted to contact [redacted] to advise her of this information. A detailed message was left requesting a callback. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. RushCard Corporate Customer Service
Good morning, there is no additional or updated information for this case. Her account was permanently closed on 6/16/2015 and we have tried to speak with [redacted] multiple times regarding the outcome of her dispute but she would hang up the phone. Thank you, UniRush, LLC Tyree T., Customer Service Specialist
March 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: February 26, 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]’s complaint states she did not timely receive her replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On January 1, 2016, a renewal card ending in [redacted] was systemically issued to [redacted] old address. On January 9, 2016, [redacted] contacted RushCard customer service and requested for her address to be updated and to set up direct deposit. [redacted] contacted customer service again on February 6, 2016, to advise that she didn’t receive her renewal card. The address on the account was never updated so the card was issued to the old address on the account. A replacement card was processed on [redacted] second account with RushCard that expired on 2/2015. Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card ending in [redacted] encountered an error with processing the replacement card. [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On February 17, 2016, RushCard received and posted [redacted] tax refund direct deposit to her account ending in [redacted]. On February 26, 2016 and February 28, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner. On March 1, 2016, [redacted] funds were also transferred to her new account ending in [redacted]. [redacted] has received her card, express cash and has unrestricted access to her funds. 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 Corporate Customer Service
May 18, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [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 May 16, 2016. 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 states that she filed a dispute and the replacement card was not processed. [redacted] also states that she would like to have the RushCard replaced and to have her late fees reimbursed. On April 30, 2016, [redacted] contacted RushCard customer service to file a dispute. [redacted] was transferred to a dispute agent and advised that the card had to be replaced. On May 6, 2016 the replacement was processed. On May 16, 2016 [redacted] spoke with a corporate customer service representative and was advised that another replacement card was processed on May 14, 2016 and was provided with the expedited tracking number. We appreciate [redacted] feedback and sincerely for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
December 2, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [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 Peter Banks on April 22, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In 2009, [redacted] spoke to a representative regarding a cash dispute and at the time [redacted] was incarcerated, and couldn’t send proof of his identity. At that time a RushCard representative advised [redacted] when he is home to send documents and he would receive his funds. By time [redacted] was released, his funds had been escheated. [redacted] account has been closed and funds have been moved to a holding account with [redacted]. As part of our transition from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and [redacted] customer service will have to assist further regarding [redacted] funds. Customer is requesting information on how to find where his funds are. On October 8, 2017 RushCard records indicate they have sent everything they were asked to send. [redacted] sent documents to the government and they have no record of his funds. A RushCard Resolution Specialist contacted [redacted] was advised to contact Bankcorp and was provided the phone number. On December 2, 2017 RushCard records show an email was also sent educating them on what they needed to provide, copies of identification documentation: valid driver’s license or state ID, a signed social security card and proof of address. [redacted] will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further review. If [redacted] has any questions or concerns regarding access to his funds, please contact [redacted] customer service at ###-###-####. We appreciate [redacted] feedback and apologize for any inconvenience and frustration this may have caused. RushCard Customer Service
October 19, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 12, 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 states she disputed transactions, but her dispute ended up being denied. She would like to know why dispute was denied. Our records indicate on September 29, 2017, [redacted] disputed 5 transactions with [redacted], totaling $370.00. In her subsequent dispute form she claimed, her card was in her possession. On October 11, 2017, [redacted] claim was denied due to pattern of use. She had made payments to [redacted] on 06/01/17 and 07/01/2017. Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards, RushCard Corporate Customer Service
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
December 9, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 December 2, 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 states that RushCard holding
her funds in the amount of $45.00 from a $10.00 gas station transaction and was
charged $93.00 for a transaction that was made on her account from [redacted].
[redacted] would like for the funds to be released back to her RushCard
account. On November 10, 2015, a
transaction for $77.26 was made on [redacted] account from [redacted]. There
is no record of [redacted] account being over charged from this merchant.
Attached to the complaint response is a screenshot of the transaction. On December
2, 2015, a gas hold transaction for the amount of $45.00 was pending on [redacted]
[redacted]’ account. [redacted] contacted RushCard customer service to advise
that the transaction needed to be released. Gas holds are unable to be released
sooner than the expiration date. Per RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser
("pay at the pump"), the merchant may preauthorize the transaction
amount (place a hold) on the account. If you
use your Card at a restaurant, a hotel, for a car rental purchase, or for similar
purchases, the merchant or we may preauthorize the transaction amount for the
purchase amount. These merchants must settle first and then the
transaction can be released. We appreciate [redacted]’
feedback and once again we sincerely apologize for the inconvenience this
matter has caused. RushCard Customer Service
August 10 , 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 12th, 2016 To Whom It May Concern:This letter is in response to the consumer complaint # [redacted]eferenced 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 2nd, 2016, [redacted] contacted UniRush to file a dispute for Non-Receipt of Goods or Services for her car payment with [redacted] Auto Loan Payment. In [redacted] complaint, she stated she initially filed a Revdex.com complaint on the company financing her vehicle after they claimed she did not make her payment. [redacted] reported her vehicle is now pending for repossession because her car financer never received the payment she made in May. [redacted] is aware her dispute does not qualify for a provisional credit, but is requesting for UniRush to reverse the payment. She believes if UniRush can waive the processing fee they should be able to reverse the payment. Currently, the case is under investigation. Nothing has been determined yet. UniRush reached out to the merchant; they have 13 days to issue the credit to [redacted] or provide documentation showing service was provided.We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
November 6, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[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. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] have access to
his funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. 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/. Additionally,
RushCard issued a $25.00 courtesy credit to [redacted] account and can
confirm that [redacted] was able to conduct transactions with his RushCard as
of 10/12/2015, and each day thereafter.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
August 29, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: August 29, 2016 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. [redacted] complaint states that RushCard posted his deposit to his account, then the deposit disappeared. [redacted] also states that he had a debit from his RushCard account in the amount of $405.92 from [redacted] and that he does not have an account with them. Our records indicate that on August 26, 2016 [redacted] deposit in the amount of $659.70 was credited to the RushCard account ending in 9333. In addition, the transaction in the amount of $405.92 from [redacted] settled to the account on August 27,2016. [redacted] will need to file a dispute if he does not agree with the [redacted] transaction. On August 29,2016 a corporate customer service representative contacted [redacted] advising of the following information. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
January 18, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] and [redacted] Complaint number: ...
[redacted] Complaint date: January 5, 2018 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 the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block. On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $4.04. The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched. The sender of the funds did decide to cancel the claim and provided RushCard with a written statement requesting cancellation. Upon the validation of the written cancellation claim the block was removed from [redacted] RushCard and full access to the account funds were available. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
December 13, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] ...
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 states that she applied RushCard’s promotional Refer a Friend referral code and has yet to receive her promotional credit of $20.00. [redacted] states she was also eligible for our social share promotional credit of $10.00. [redacted] requesting a $30 credit for the Refer a Friend promotion as well as the $10.00 Social Share promotion credit be applied to her account. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on December 7, 2016, using a Refer a Friend code. [redacted] also indicates she shared a link to get a $10 credit for the One Time Card Fee. Our records show [redacted] has qualifying events to receive the promotional credits. It may take up to 30 days for the promotional credits to post to [redacted] account. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[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. 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
November 20, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 14, 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, he states he filed a dispute on a duplicate charge. He is requesting a refund. Our record indicates on September 18, 2017, [redacted] filed a dispute, in his subsequent dispute form he claimed he paid $94.49 in cash to [redacted]; however, they also charged his RushCard $94.49. On October 02, 2017, [redacted] dispute was denied because there were no proof of a second payment. On November 20,2017, the Dispute team re-opened [redacted] dispute, a chargeback will be submitted. Regards, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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. 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
August 4, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: 12306163...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number 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 states that she was charged for her card being expedited when RushCard closed her account without notification. [redacted] also states that the customer service she received was not acceptable. Our records indicate that on July 18, 2017, our Risk team determined that [redacted] card was possibly compromised. In an attempt to protect their funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in [redacted]. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. On July 18, 2017 [redacted] contacted our customer service department and requested a replacement card be expedited because she was expecting a direct deposit. We regret the inconvenience this caused. On August 4, 2017 a corporate resolution specialist attempted to contact [redacted] to advise her that a $30 credit was applied to her account for the expedited fee she was charged. A detailed message was left for a callback. . We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Documents have already been sent over to rush card multiple times by me and [redacted] and also documents showing [redacted] approved refund so this back and forth is redundant and I need my refund released immediately. 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]
July 23,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [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
July 16, 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 states that RushCard
blocked her account without receiving any notification. [redacted] also stated
that she needed access to her funds at the time of making transactions.
On July
7, 2015, [redacted] RushCard account ending in [redacted] was blocked as a precautionary
measure to prevent any unauthorized transactions being made on her account. A
Corporate Risk Analyst attempted to contact [redacted] and a SMS message was
sent to the mobile number on the account. RushCard required that [redacted]
would need to replace her RushCard. On
July 16, 2015, [redacted] contacted RushCard customer service. A replacement
card was issued via expedited delivery to the address on the account with
waiving the $30.00 fee. [redacted] has received her replacement card and has
unrestricted access to her funds.
We look
forward to serving [redacted]’s financial needs in the future. Our customer’s security is a top
priority at RushCard and proper verification is a necessary step to that
goal.
Regards,
Tyree T.
Corporate Customer Service
February 2, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] ...
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 states that she has yet to receive the RushCard’s promotional Refer a Friend credit of $30.00. [redacted] also states she was told that the Refer a Friend promotion was changed in the middle of the promotion and now she has to wait 30 days for her credit. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. Our records show [redacted] has qualifying events to receive the promotional credits prior to the change. On February 2, 2017 after review of [redacted] account, a credit of $30 was applied for the Refer a Friend promotion. A RushCard corporate specialist attempted to contact [redacted] to advise her of this information. A detailed message was left requesting a callback. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. RushCard Corporate Customer Service
Please re open my complaint and contact the business. I am having deposit problems again. Thank you.[redacted]Revdex.com ID [redacted]
Good morning, there is no additional or updated information for this case. Her account was permanently closed on 6/16/2015 and we have tried to speak with [redacted] multiple times regarding the outcome of her dispute but she would hang up the phone. Thank you, UniRush, LLC Tyree T., Customer Service Specialist
March 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: February 26, 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]’s complaint states she did not timely receive her replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On January 1, 2016, a renewal card ending in [redacted] was systemically issued to [redacted] old address. On January 9, 2016, [redacted] contacted RushCard customer service and requested for her address to be updated and to set up direct deposit. [redacted] contacted customer service again on February 6, 2016, to advise that she didn’t receive her renewal card. The address on the account was never updated so the card was issued to the old address on the account. A replacement card was processed on [redacted] second account with RushCard that expired on 2/2015. Due to conversion related system errors, a new RushCard could not be generated for [redacted] and she was advised that her previous card ending in [redacted] encountered an error with processing the replacement card. [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On February 17, 2016, RushCard received and posted [redacted] tax refund direct deposit to her account ending in [redacted]. On February 26, 2016 and February 28, 2016, due to the conversion RushCard processed two express cash requests for [redacted] to receive her funds sooner. On March 1, 2016, [redacted] funds were also transferred to her new account ending in [redacted]. [redacted] has received her card, express cash and has unrestricted access to her funds. 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 Corporate Customer Service
May 18, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint ID: [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 May 16, 2016. 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 states that she filed a dispute and the replacement card was not processed. [redacted] also states that she would like to have the RushCard replaced and to have her late fees reimbursed. On April 30, 2016, [redacted] contacted RushCard customer service to file a dispute. [redacted] was transferred to a dispute agent and advised that the card had to be replaced. On May 6, 2016 the replacement was processed. On May 16, 2016 [redacted] spoke with a corporate customer service representative and was advised that another replacement card was processed on May 14, 2016 and was provided with the expedited tracking number. We appreciate [redacted] feedback and sincerely for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
December 2, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [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 Peter Banks on April 22, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In 2009, [redacted] spoke to a representative regarding a cash dispute and at the time [redacted] was incarcerated, and couldn’t send proof of his identity. At that time a RushCard representative advised [redacted] when he is home to send documents and he would receive his funds. By time [redacted] was released, his funds had been escheated. [redacted] account has been closed and funds have been moved to a holding account with [redacted]. As part of our transition from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and [redacted] customer service will have to assist further regarding [redacted] funds. Customer is requesting information on how to find where his funds are. On October 8, 2017 RushCard records indicate they have sent everything they were asked to send. [redacted] sent documents to the government and they have no record of his funds. A RushCard Resolution Specialist contacted [redacted] was advised to contact Bankcorp and was provided the phone number. On December 2, 2017 RushCard records show an email was also sent educating them on what they needed to provide, copies of identification documentation: valid driver’s license or state ID, a signed social security card and proof of address. [redacted] will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further review. If [redacted] has any questions or concerns regarding access to his funds, please contact [redacted] customer service at ###-###-####. We appreciate [redacted] feedback and apologize for any inconvenience and frustration this may have caused. RushCard Customer Service
October 19, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 12, 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 states she disputed transactions, but her dispute ended up being denied. She would like to know why dispute was denied. Our records indicate on September 29, 2017, [redacted] disputed 5 transactions with [redacted], totaling $370.00. In her subsequent dispute form she claimed, her card was in her possession. On October 11, 2017, [redacted] claim was denied due to pattern of use. She had made payments to [redacted] on 06/01/17 and 07/01/2017. Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards, RushCard Corporate Customer Service
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
December 9, 2015VIA
ONLINE SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 December 2, 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 states that RushCard holding
her funds in the amount of $45.00 from a $10.00 gas station transaction and was
charged $93.00 for a transaction that was made on her account from [redacted].
[redacted] would like for the funds to be released back to her RushCard
account. On November 10, 2015, a
transaction for $77.26 was made on [redacted] account from [redacted]. There
is no record of [redacted] account being over charged from this merchant.
Attached to the complaint response is a screenshot of the transaction. On December
2, 2015, a gas hold transaction for the amount of $45.00 was pending on [redacted]
[redacted]’ account. [redacted] contacted RushCard customer service to advise
that the transaction needed to be released. Gas holds are unable to be released
sooner than the expiration date. Per RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser
("pay at the pump"), the merchant may preauthorize the transaction
amount (place a hold) on the account. If you
use your Card at a restaurant, a hotel, for a car rental purchase, or for similar
purchases, the merchant or we may preauthorize the transaction amount for the
purchase amount. These merchants must settle first and then the
transaction can be released. We appreciate [redacted]’
feedback and once again we sincerely apologize for the inconvenience this
matter has caused. RushCard Customer Service
August 10 , 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 12th, 2016 To Whom It May Concern:This letter is in response to the consumer complaint # [redacted]eferenced 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 2nd, 2016, [redacted] contacted UniRush to file a dispute for Non-Receipt of Goods or Services for her car payment with [redacted] Auto Loan Payment. In [redacted] complaint, she stated she initially filed a Revdex.com complaint on the company financing her vehicle after they claimed she did not make her payment. [redacted] reported her vehicle is now pending for repossession because her car financer never received the payment she made in May. [redacted] is aware her dispute does not qualify for a provisional credit, but is requesting for UniRush to reverse the payment. She believes if UniRush can waive the processing fee they should be able to reverse the payment. Currently, the case is under investigation. Nothing has been determined yet. UniRush reached out to the merchant; they have 13 days to issue the credit to [redacted] or provide documentation showing service was provided.We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
November 6, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[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. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] have access to
his funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. 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/. Additionally,
RushCard issued a $25.00 courtesy credit to [redacted] account and can
confirm that [redacted] was able to conduct transactions with his RushCard as
of 10/12/2015, and each day thereafter.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
August 29, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: August 29, 2016 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. [redacted] complaint states that RushCard posted his deposit to his account, then the deposit disappeared. [redacted] also states that he had a debit from his RushCard account in the amount of $405.92 from [redacted] and that he does not have an account with them. Our records indicate that on August 26, 2016 [redacted] deposit in the amount of $659.70 was credited to the RushCard account ending in 9333. In addition, the transaction in the amount of $405.92 from [redacted] settled to the account on August 27,2016. [redacted] will need to file a dispute if he does not agree with the [redacted] transaction. On August 29,2016 a corporate customer service representative contacted [redacted] advising of the following information. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
January 18, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] and [redacted] Complaint number: ...
[redacted] Complaint date: January 5, 2018 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 the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block. On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $4.04. The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched. The sender of the funds did decide to cancel the claim and provided RushCard with a written statement requesting cancellation. Upon the validation of the written cancellation claim the block was removed from [redacted] RushCard and full access to the account funds were available. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
December 13, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] ...
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 states that she applied RushCard’s promotional Refer a Friend referral code and has yet to receive her promotional credit of $20.00. [redacted] states she was also eligible for our social share promotional credit of $10.00. [redacted] requesting a $30 credit for the Refer a Friend promotion as well as the $10.00 Social Share promotion credit be applied to her account. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on December 7, 2016, using a Refer a Friend code. [redacted] also indicates she shared a link to get a $10 credit for the One Time Card Fee. Our records show [redacted] has qualifying events to receive the promotional credits. It may take up to 30 days for the promotional credits to post to [redacted] account. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[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. 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