November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 2, 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. 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
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms. [redacted] have access to
her funds and account information. A
small number of accounts are still in an inactive state which can be corrected
when the cardholder contacts us. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. 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/. The $30.00
expedited card fee has been refunded to Ms. [redacted]’s 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
December 29, 2015
VIA ONLINE SUBMISSION:
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: October 29, 2015
To Whom It May Concern:
This complaint was settled as an Arbitration Complaint on 12/22/2015.
October 28, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 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. [redacted] complaint contends that her card to card transfer for the amounts of $25.00 and $50.00 were not received. [redacted] would like her funds credited to the RushCard account immediately. Per the previous response after review of [redacted] card to card transfer transactions, it was determined that the transactions have failed and were not deducted from the RushCard account. The transactions failed due to insufficient funds. On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
February 13, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 2, 2018 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 been contacting RushCard to get her online account working. [redacted] also states she has tried several times to get her online account password changed. [redacted] would like better customer service and her online password changed. Our records indicate that on February 6, 2018 [redacted] successfully logged into her online account and made changes. If [redacted] is still having difficulty changing her online password she will need to contact RushCard customer service directly at ###-###-#### for assistance. A RushCard corporate resolutions specialist attempted to contact [redacted] on February 13, 2018 to discuss her online access. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
September 6, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: September 5, 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. [redacted] complaint states that the pending pre-authorization of $563.77 was refunded by the merchant and she is requesting the hold be released. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on August 31, 2017 and spoke to and agent that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release Letter. On September 1, 2017, we received such a Letter from [redacted]. On September 5, 2017 RushCard contacted the merchant to verify the Letter. A corporate resolution specialist contacted [redacted] to advise her that we are not able to release a manual cash hold, even with a letter from the merchant. [redacted] indicated she understood but did not agree with RushCard’s policy. Note: our records indicate that [redacted] hold was released and the funds put back on her RushCard account. We appreciate [redacted] s feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 10, 2015 VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
worked around the clock to resolve these problems. At this time, our system is up and running
and [redacted] have access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. Additionally, RushCard issued
a $25.00 courtesy credit 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
I feel like im being discriminated against because I have issues with forgetting things. Any money that I have going to this bank should be insured and covered for things like this and why am I being punished for someone stealing my information and using my card. This company should not be in business if they can discriminate against people. I want my money replaced thats all. If your money was stolen you would want your back
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. On October 13, 2015 a replacement card was issued via regular
delivery to the address on the account. [redacted] has made transactions from
October 16th to November 1st, 2015 on her 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
March 20, 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 [redacted] on March 15, 2017. 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 he has submitted documents several times and RushCard is claiming they never received them. blocked his account. [redacted] would like a check for the funds on his card. On February 27, 2017, [redacted] RushCard account ending in [redacted] was blocked for credit without and offsetting debit and documentation was requested to be submitted. [redacted] was asked to submit a copy of his Government Issued Identification and a copy of the original purchase/debit receipt. On March 9, 2017, [redacted] began to submit documentation. On March 10, 2017, a risk representative reviewed the documents and notated on [redacted] account that additional documentation was needed to assist with unblocking the cardholder’s account. A RushCard corporate customer service specialist attempted to contact [redacted] on March 16, 2017 to advise of this information and left a voice mail on the number provided ###-###-####. On March 17th a Rush card representative called out to [redacted] and advised we need documentation showing the debit transactions that represented the returns being made. [redacted] understood and advised these returns had no original sales. The Rush card representative advised that without those receipts the returns could not be released. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, 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 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
March
28, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7
W Seventh St Suite 1600
Cincinnati
Ohio 45202
Re: Complaint
#[redacted]
Consumer:
[redacted]...
[redacted]
To
Whom It May Concern:
This letter is in response to the attached complaint
#[redacted], which the Revdex.com® (“Revdex.com”) received from [redacted]
[redacted] on March 26, 2016. UniRush, LLC which provides the RushCard prepaid card
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer funds and information.
[redacted]
[redacted] complaint contends that RushCard would not release an authorization
hold that was made on March 18, 2016 in the amount of $75.00. [redacted] also states that he would like the
funds credited back to her account.
On
March 18, 2016 [redacted] contacted RushCard customer service to inquire about
a transaction hold for $75.00. A call
was placed to the merchant to have the pending hold released. On March 18, 2016, the transaction hold for
$75.00 was released. On the same date of
March 18, 2016 the transaction for $75.00 settled to the account. An unauthorized transaction dispute was filed
on March 22, 2016 for the transaction, the dispute was denied and indicated no
error found. On March 28, 2016 a
corporate customer service specialist contacted [redacted] to provide this
information.
We
appreciate [redacted] feedback and hope to provide a better understanding on
the authorization process.
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.
Regards,
[redacted] And [redacted]
The information given if where this money was transferred was incorrect if the correct information was given no dispute would have every been filed and we wouldn’t be out of so much money! Then [redacted] and I were both told that the block would be removed that night but it took 7 days for the block to be removed after speaking to 10 plus reps and supervisors. The last supervisor is the only one that got the block removed almost immediately which many other supervisors before her said only this mysterious back office could do but this supervisor was able to make a call and get the block removed after many days and hours of yelling and speaking to every department at RushCard! I had to pay late feels to keep our place to live with our children, we couldn’t do anything for our sons 2nd birthday, I was late for work almost every day because I had to scrap money for [redacted] and lyfts! I will not accept this from RushCard I been a customer almost 9 years I told my partner to use them for his direct deposits. I want compensation for all the money I am out because of their misinformation and then total lies about when my card would be unblocked.
[
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. I do not think that without THE Revdex.com's involvement I would have gotten this resolved as quickly. I was told up to 35 days for my refund and got the run around of multiple answers. After contacting the Revdex.com I got my money the next day, thank you Revdex.com.
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 submitted this complaint weeks ago. Unfortunately, RushCard responded extremely late to my initial inquiry, which is the reason that I contacted the Revdex.com. I have an email confirmation from RushCard that explains that I would be contacted in 12 HOURS regarding my dispute. I was not contacted within 12 hours. Additionally, my issue still has yet to be resolved. The problem is that I went to the gas station and charged $26.03 in gas. The very next day, I was being charged more than $140.00 over what I should have been on gas--which caused me to not have access to my money--I was unable to pay bills. I incurred late fees--and was unablel to get to work. I am NOT satisfied with not being charged fees for this service from November-February--as I will not be continuing to use RushCard once my new account cards, checks, etc arrive in the mail. I reject this offer. I want my money refunded--along with the $200 additional that I'm asking for in order to be restored back to where I was before this error on RushCard's behalf occurred. If not, I am fully prepared to secure an attorney and join in on the class action lawsuit that I'm certain RushCard is facing as a result of their negligence. Consumers should NOT be penalized for their error.
Regards,
[redacted]
March 16, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 2017 To Whom It May Concern: This letter is in response to the rebuttal 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], attached some of the required documents for [redacted] RushCard account to the rebuttal complaint, requesting clarification. After review of the documents received from [redacted], additional documents are need and a clearer copy of the ID. On March 17, 2017 a RushCard corporate specialist contacted [redacted] and advised her we needed to speak to [redacted] regarding this. A direct contact phone number was provide to [redacted] to have [redacted] contact us. We appreciate [redacted] feedback. 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.
My problems have NOT been addressed. That is a lame, unprofessional response. Your
user account has been suspended. If you believe you are seeing this
message in error, please contact RushCard Member Services at [redacted] (###-###-####).
Username:
This is proof that the so called $50 I tried to pay on insurance didn't go through for some reason they meaning Rush Card only let 33 dollars and some change go thru so my renters has been canceled and I am holding then liable . Thank you [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.
The fact still remains that my money disappeared into thin air because I did not withdraw these funds from my account. How can a business be allowed to rob customers of their hard earned money and still be allowed to run a business and not refund monies that was fraudulently removed from customer's accounts. I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $811.00 was fraudulently withdrawn from my account without my permission or knowledge. I contacted Rushcard and notified the company of what happened, but they are stating that no error has occurred. This is defamation of my character to blatantly state that no error occurred. I have been given the run around since April 14th. I did what was asked of me as a cardholder, reported fraudulent activity and disputed transactions that I did not make or authorize. These "withdrawals" were made at an out of network ATM, I have never used an out of network ATM since I became a customer of UniRush in 2007.I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about it. They are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did not. I don't have $811.00 to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " [redacted] did not change her PIN on this account, therefore no error occurred". I notified Rushcard of this fraudulent activity and requested that my account be placed on a HOLD status, which would prevent any more fraudulent charges to go through on the account. So, since I did not change the PIN on a compromised account, no error occurred???? Why would I want to keep an account that has been hacked or compromised??? That was the reason that I requested that a HOLD be placed on my account and a new card was issued. Once the account was on HOLD, no changes could be made until I received the new card on April 25th. UniRush does not value their customers and / or their business. This company has not addressed all of my concerns, I faxed a 16 page document to them on 06/21/16 and asked that I receive a call to verify that the documents were received, no one has called me yet. I still have not been provided with any information as to where these "withdrawals" occurred. Rushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in 2007 with this company. This has been a tiresome process and my issue still has not been resolved. My $811.00 disappeared into thin air !!!! I understand this is a Prepaid card and not a credit card, but this is MY MONEY that I worked for that is being loaded to this card and I put my trust in this company that my money was safe, but apparently NOT !!!!! I looked this company up on the Revdex.com website and this has happened to other customers also, but guess what they were refunded their money. I just would like the same consideration and fair treatment also,please refund my $811.00 to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $811.00 to my account immediately. I look forward to this matter being resolved quickly and my money to be refunded to me.I have all the documents that were faxed to UniRush, if they are needed. I would greatly appreciate your assistance and cooperation in this matter of my $811.00 being refunded to me.Regards,[redacted]
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 2, 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. 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
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard worked
around the clock to resolve these problems.
At this time, our system is up and running and Ms. [redacted] have access to
her funds and account information. A
small number of accounts are still in an inactive state which can be corrected
when the cardholder contacts us. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. 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/. The $30.00
expedited card fee has been refunded to Ms. [redacted]’s 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
I was not awarded the full amount I requested,Nothing was done to these responsible representatives in this matter.
December 29, 2015
VIA ONLINE SUBMISSION:
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: October 29, 2015
To Whom It May Concern:
This complaint was settled as an Arbitration Complaint on 12/22/2015.
October 28, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 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. [redacted] complaint contends that her card to card transfer for the amounts of $25.00 and $50.00 were not received. [redacted] would like her funds credited to the RushCard account immediately. Per the previous response after review of [redacted] card to card transfer transactions, it was determined that the transactions have failed and were not deducted from the RushCard account. The transactions failed due to insufficient funds. On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
February 13, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 2, 2018 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 been contacting RushCard to get her online account working. [redacted] also states she has tried several times to get her online account password changed. [redacted] would like better customer service and her online password changed. Our records indicate that on February 6, 2018 [redacted] successfully logged into her online account and made changes. If [redacted] is still having difficulty changing her online password she will need to contact RushCard customer service directly at ###-###-#### for assistance. A RushCard corporate resolutions specialist attempted to contact [redacted] on February 13, 2018 to discuss her online access. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
September 6, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: September 5, 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. [redacted] complaint states that the pending pre-authorization of $563.77 was refunded by the merchant and she is requesting the hold be released. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on August 31, 2017 and spoke to and agent that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release Letter. On September 1, 2017, we received such a Letter from [redacted]. On September 5, 2017 RushCard contacted the merchant to verify the Letter. A corporate resolution specialist contacted [redacted] to advise her that we are not able to release a manual cash hold, even with a letter from the merchant. [redacted] indicated she understood but did not agree with RushCard’s policy. Note: our records indicate that [redacted] hold was released and the funds put back on her RushCard account. We appreciate [redacted] s feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 10, 2015 VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
worked around the clock to resolve these problems. At this time, our system is up and running
and [redacted] have access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. Additionally, RushCard issued
a $25.00 courtesy credit 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
I feel like im being discriminated against because I have issues with forgetting things. Any money that I have going to this bank should be insured and covered for things like this and why am I being punished for someone stealing my information and using my card. This company should not be in business if they can discriminate against people. I want my money replaced thats all. If your money was stolen you would want your back
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. On October 13, 2015 a replacement card was issued via regular
delivery to the address on the account. [redacted] has made transactions from
October 16th to November 1st, 2015 on her 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
March 20, 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 [redacted] on March 15, 2017. 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 he has submitted documents several times and RushCard is claiming they never received them. blocked his account. [redacted] would like a check for the funds on his card. On February 27, 2017, [redacted] RushCard account ending in [redacted] was blocked for credit without and offsetting debit and documentation was requested to be submitted. [redacted] was asked to submit a copy of his Government Issued Identification and a copy of the original purchase/debit receipt. On March 9, 2017, [redacted] began to submit documentation. On March 10, 2017, a risk representative reviewed the documents and notated on [redacted] account that additional documentation was needed to assist with unblocking the cardholder’s account. A RushCard corporate customer service specialist attempted to contact [redacted] on March 16, 2017 to advise of this information and left a voice mail on the number provided ###-###-####. On March 17th a Rush card representative called out to [redacted] and advised we need documentation showing the debit transactions that represented the returns being made. [redacted] understood and advised these returns had no original sales. The Rush card representative advised that without those receipts the returns could not be released. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, 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 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
March
28, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7
W Seventh St Suite 1600
Cincinnati
Ohio 45202
Re: Complaint
#[redacted]
Consumer:
[redacted]...
[redacted]
To
Whom It May Concern:
This letter is in response to the attached complaint
#[redacted], which the Revdex.com® (“Revdex.com”) received from [redacted]
[redacted] on March 26, 2016. UniRush, LLC which provides the RushCard prepaid card
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer funds and information.
[redacted]
[redacted] complaint contends that RushCard would not release an authorization
hold that was made on March 18, 2016 in the amount of $75.00. [redacted] also states that he would like the
funds credited back to her account.
On
March 18, 2016 [redacted] contacted RushCard customer service to inquire about
a transaction hold for $75.00. A call
was placed to the merchant to have the pending hold released. On March 18, 2016, the transaction hold for
$75.00 was released. On the same date of
March 18, 2016 the transaction for $75.00 settled to the account. An unauthorized transaction dispute was filed
on March 22, 2016 for the transaction, the dispute was denied and indicated no
error found. On March 28, 2016 a
corporate customer service specialist contacted [redacted] to provide this
information.
We
appreciate [redacted] feedback and hope to provide a better understanding on
the authorization process.
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.
Regards,
[redacted] And [redacted]
The information given if where this money was transferred was incorrect if the correct information was given no dispute would have every been filed and we wouldn’t be out of so much money! Then [redacted] and I were both told that the block would be removed that night but it took 7 days for the block to be removed after speaking to 10 plus reps and supervisors. The last supervisor is the only one that got the block removed almost immediately which many other supervisors before her said only this mysterious back office could do but this supervisor was able to make a call and get the block removed after many days and hours of yelling and speaking to every department at RushCard! I had to pay late feels to keep our place to live with our children, we couldn’t do anything for our sons 2nd birthday, I was late for work almost every day because I had to scrap money for [redacted] and lyfts! I will not accept this from RushCard I been a customer almost 9 years I told my partner to use them for his direct deposits. I want compensation for all the money I am out because of their misinformation and then total lies about when my card would be unblocked.
[
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. I do not think that without THE Revdex.com's involvement I would have gotten this resolved as quickly. I was told up to 35 days for my refund and got the run around of multiple answers. After contacting the Revdex.com I got my money the next day, thank you Revdex.com.
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 submitted this complaint weeks ago. Unfortunately, RushCard responded extremely late to my initial inquiry, which is the reason that I contacted the Revdex.com. I have an email confirmation from RushCard that explains that I would be contacted in 12 HOURS regarding my dispute. I was not contacted within 12 hours. Additionally, my issue still has yet to be resolved. The problem is that I went to the gas station and charged $26.03 in gas. The very next day, I was being charged more than $140.00 over what I should have been on gas--which caused me to not have access to my money--I was unable to pay bills. I incurred late fees--and was unablel to get to work. I am NOT satisfied with not being charged fees for this service from November-February--as I will not be continuing to use RushCard once my new account cards, checks, etc arrive in the mail. I reject this offer. I want my money refunded--along with the $200 additional that I'm asking for in order to be restored back to where I was before this error on RushCard's behalf occurred. If not, I am fully prepared to secure an attorney and join in on the class action lawsuit that I'm certain RushCard is facing as a result of their negligence. Consumers should NOT be penalized for their error.
Regards,
[redacted]
March 16, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 2017 To Whom It May Concern: This letter is in response to the rebuttal 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], attached some of the required documents for [redacted] RushCard account to the rebuttal complaint, requesting clarification. After review of the documents received from [redacted], additional documents are need and a clearer copy of the ID. On March 17, 2017 a RushCard corporate specialist contacted [redacted] and advised her we needed to speak to [redacted] regarding this. A direct contact phone number was provide to [redacted] to have [redacted] contact us. We appreciate [redacted] feedback. 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.
My problems have NOT been addressed. That is a lame, unprofessional response. Your
user account has been suspended. If you believe you are seeing this
message in error, please contact RushCard Member Services at [redacted] (###-###-####).
Username:
Password:
Regards,
[redacted]
This is proof that the so called $50 I tried to pay on insurance didn't go through for some reason they meaning Rush Card only let 33 dollars and some change go thru so my renters has been canceled and I am holding then liable . Thank you [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.
The fact still remains that my money disappeared into thin air because I did not withdraw these funds from my account. How can a business be allowed to rob customers of their hard earned money and still be allowed to run a business and not refund monies that was fraudulently removed from customer's accounts. I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $811.00 was fraudulently withdrawn from my account without my permission or knowledge. I contacted Rushcard and notified the company of what happened, but they are stating that no error has occurred. This is defamation of my character to blatantly state that no error occurred. I have been given the run around since April 14th. I did what was asked of me as a cardholder, reported fraudulent activity and disputed transactions that I did not make or authorize. These "withdrawals" were made at an out of network ATM, I have never used an out of network ATM since I became a customer of UniRush in 2007.I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about it. They are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did not. I don't have $811.00 to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " [redacted] did not change her PIN on this account, therefore no error occurred". I notified Rushcard of this fraudulent activity and requested that my account be placed on a HOLD status, which would prevent any more fraudulent charges to go through on the account. So, since I did not change the PIN on a compromised account, no error occurred???? Why would I want to keep an account that has been hacked or compromised??? That was the reason that I requested that a HOLD be placed on my account and a new card was issued. Once the account was on HOLD, no changes could be made until I received the new card on April 25th. UniRush does not value their customers and / or their business. This company has not addressed all of my concerns, I faxed a 16 page document to them on 06/21/16 and asked that I receive a call to verify that the documents were received, no one has called me yet. I still have not been provided with any information as to where these "withdrawals" occurred. Rushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in 2007 with this company. This has been a tiresome process and my issue still has not been resolved. My $811.00 disappeared into thin air !!!! I understand this is a Prepaid card and not a credit card, but this is MY MONEY that I worked for that is being loaded to this card and I put my trust in this company that my money was safe, but apparently NOT !!!!! I looked this company up on the Revdex.com website and this has happened to other customers also, but guess what they were refunded their money. I just would like the same consideration and fair treatment also,please refund my $811.00 to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $811.00 to my account immediately. I look forward to this matter being resolved quickly and my money to be refunded to me.I have all the documents that were faxed to UniRush, if they are needed. I would greatly appreciate your assistance and cooperation in this matter of my $811.00 being refunded to me.Regards,[redacted]