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 issue cannot be resolved with the merchant because there was never a purchase that went throughThe "authorization" was in pending status from 11/through 11/When it dropped from pending status I called and was told by Rush Card to wait hours for the funds to be releasedThat doesn't even count the prior promises made by Rush Card agents that my funds would be refunded soonerThe funds held by RUSH CARD have still not been refunded after countless phone calls, and today is December 1stThe merchant does not have my funds and has never received fundsRush Card operators were notified of this by myself and the merchant in three way conversations initiated by Rush CardI called yesterday (11/30) to find out the status of my situation and was told they couldn't help me because there is no record of those transactions on the 12thSo now my funds are in limbo and Rush Card doesn't want to helpI've notified them immediately of the issue, waited countless hours and days on the phoneSomeone with authority at Rush Card should at least look up my account info personally to see whats going onI cannot dispute charges never made and that is one of the reasons Rush Card operators keep beating around the bush, making promises, and hanging up on meThey don't even know how to help meIf there was a "dispute" process I should have been made aware the first day I complainedNo matter what the protocol may be, I should not be asked to do anything else but await my funds as Rush Card operators were the ones who misled me with dates, lies, and less than acceptable customer serviceIt is evident by the general response given by Rush Card that whoever gave the response hadn't even taken a chance to look up my account before responding to my complaint This situation obviously needs to be examined by someone in the company with knowledge and authority to do the right thing Regards, [redacted]
May 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 24, 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 he has been requesting the remaining funds on his closed RushCard account be sent to him since the first week in April of [redacted] contacted RushCard customer service on several occasions requesting his $be sent to himOn May 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that a check was sent in the amount of $to the address on file, and that he should receive that in 5-business days We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
February 2, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, she states, a fraudulent transaction posted to her RushCard account, which she then disputed, in result her claim was closed On November 21, 2017, [redacted] contacted RushCard to dispute a transaction totaling $ [redacted] was educated on December 6, that her dispute form was not clear and that she must resend a clear copy of the form [redacted] failed to send in a clear copy of the form that is needed for research to be completed therefore her case was closed on January 3, [redacted] will need to speak with the merchant to resolve her concern as the merchant was provided account specific information that should only be known by [redacted] *** Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards, RushCard Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint she states every dispute she has filed with RushCard has been turned downIn the most recent dispute she filed, she states her card was stolen and $was debited fraudulently out of her account; however, her case was denied She is requesting for the funds to be put back into her account On September 20, 2016, [redacted] contacted RushCard to file an unauthorized dispute for six transactions that posted on September 20, totaling $which consist of pin and non-pin transactionsShe claimed her card was stolen and it was in her carOn September 30, 2016, [redacted] claim was denied due to no error found Regards, RushCard Corporate Customer Service
Hi ***, We have responded to this customer several times, by direct phone contact and now Revdex.comWe don’t have any additional information to provideWe have attempted to address the customer concerns about his direct deposit but he keeps insisting that his funds were held when they were notCan we please close this complaint Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
January 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, 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 Per previous response, On October 19, 2015, RushCard debited $from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruptionOn October 2, 2015, the referrer applied for a RushCard with using a referral code [redacted] at the time of the applicationOn October 29, 2015, [redacted] contacted RushCard customer service and advised that her account and the referee was never provided the $refer a friend credit to both of their accountsThe referred cardholder will be required to load a minimum of $to the new card before the $20/$will payoutAttached to the complaint response are screenshots of the two direct deposits that posted to [redacted] accountWe appreciate this feedback and sincerely apologize for the inconvenience this has causedRushCard Corporate Customer Service
March 18, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio 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 16, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard blocked her card, and she was told that the issue would be resolved within 24-hours [redacted] also wishes to be compensated for the delay in getting access to her funds, which she said has resulted in an eviction notice and her utilities disconnected On March 18, [redacted] was contacted by a RushCard corporate specialist [redacted] was educated on the process when a RushCard account is compromised [redacted] funds were expedited to her on March 18, In addition, a replacement Rushcard was expedited to [redacted] [redacted] was advised to send in documentation regarding late fees for a review of compensationRushCard considers this is resolved We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
June 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 5, 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 his funds for $is being held by RushCard, and cannot be released [redacted] also states he would like his funds credited back to his account and a credit applied due to the horrible customer service On June 3, [redacted] contacted RushCard customer service regarding his merchant hold release for the amount of $ On June 4, [redacted] spoke with a customer service representative and was advised that the merchant hold release letter needed to include direct contact information to be able to assist with releasing the pending hold We were unable to speak with the direct contact representative directly As of June 6, the pending hold for $has been released On June 9, 2016, a corporate customer service specialist contacted [redacted] and advise him on the merchant hold release policy We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
November 2, VIA ONLINE SUBMISSION: Revdex.com E 4th SteCincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, To Whom It May Concern: This letter is in response to the consumer complaint referenced aboveUniRush, 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 This consumer is not a RushCard Account holder and we are unable to locate any account information RushCard Corporate Customer Service
August 7, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 her RushCard expired and that her replacement card was sent to her old address [redacted] would like this issue resolved and requests to have [redacted] to access her funds [redacted] also states she needs her funds on her RushCard account Our records indicate that [redacted] card ending in [redacted] that was processed on August 3, was sent to the address of: [redacted] *** [redacted] has full access to the funds on her RushCard accountWe processed an express cash for the remaining funds on the account and advised [redacted] that she could pick up the funds today We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
August 8, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio 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 8/06/ 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 couldn’t wait for a replacement card and needed access to the funds on his account [redacted] also states that after failed attempts his online account was suspended On August 3, 2016, [redacted] contacted RushCard customer service to advise that his online account was locked [redacted] online account was unlocked on August 4, 2016, in addition a replacement card was expedited on August 3, once received [redacted] had full access to the funds on the RushCard account A corporate customer service specialist attempted to contact [redacted] on August 8, to advise of the account information 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 [redacted] I am still not able to get a hold of customer service they hang up
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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 experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 10, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per Response, 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 properlyOn November 7, 2015, a Corporate Customer Service Specialist contacted [redacted] to assist with her Rush Goals account issue [redacted] stated that she now has access to her Rush Goals accountThe screenshot that [redacted] has provided is the dollar amount that she has set for herself to reach as a GoalThe $is not the amount that is in her account or what RushCard owes herThe amount available that is in her goals account is $We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 4, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] ***, on October 30, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that a transaction for $was made on her RushCard account from *** [redacted] also stated that she would like a refund from the merchant to be placed back onto her account for $ On October 29, 2015, [redacted] filed an error allegation dispute regarding a transaction in the amount of $from *** On October 30, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] *** Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesA final letter will be sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] feedback.Tyree T.Corporate Customer Service
December 26, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 not received the $credit for the RushCard Uncle Rush promotion [redacted] requesting that $be credited to his account without any action from him Our records indicate that [redacted] has not yet met the qualifiers for the Uncle Rush promotionOn December 26, a RushCard a corporate resolution specialist attempted to contact [redacted] to educate him on how the promotion works and what the qualifiers areA detailed message was left for a callback We appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service Regards
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 have spoken with the company every day for the last few weeksI still do not have access to my fundsI was last week they would send me money via [redacted] and would call me with a tracking number as soon as they had itThis phone call never cameWhat they did do was send me a new card which I was again unable to activateI spoke with a supervisor on Wednesday as was told that she would resubmit my account for approval to have all my money wired to me and would personally call me when she received the tracking number I was told this would take hrsAgain I received no callI just got off the phone with customer service again and was told there still is no tracking number and that someone would call me as soon as they receive the tracking numberI'm tired of being told I will be contacted or my money will be returned and it's not happeningI want my money and I want my account closedThe company has repeatedly dropped the ballI'm tired of their excuses and lack of following through Regards, [redacted] ***
Why is RushCard telling me the same thing over and overAll I want is my $that I was supposed to recived for signing upThis IS Advertising! And I'm beyond furious
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 issue cannot be resolved with the merchant because there was never a purchase that went throughThe "authorization" was in pending status from 11/through 11/When it dropped from pending status I called and was told by Rush Card to wait hours for the funds to be releasedThat doesn't even count the prior promises made by Rush Card agents that my funds would be refunded soonerThe funds held by RUSH CARD have still not been refunded after countless phone calls, and today is December 1stThe merchant does not have my funds and has never received fundsRush Card operators were notified of this by myself and the merchant in three way conversations initiated by Rush CardI called yesterday (11/30) to find out the status of my situation and was told they couldn't help me because there is no record of those transactions on the 12thSo now my funds are in limbo and Rush Card doesn't want to helpI've notified them immediately of the issue, waited countless hours and days on the phoneSomeone with authority at Rush Card should at least look up my account info personally to see whats going onI cannot dispute charges never made and that is one of the reasons Rush Card operators keep beating around the bush, making promises, and hanging up on meThey don't even know how to help meIf there was a "dispute" process I should have been made aware the first day I complainedNo matter what the protocol may be, I should not be asked to do anything else but await my funds as Rush Card operators were the ones who misled me with dates, lies, and less than acceptable customer serviceIt is evident by the general response given by Rush Card that whoever gave the response hadn't even taken a chance to look up my account before responding to my complaint This situation obviously needs to be examined by someone in the company with knowledge and authority to do the right thing Regards, [redacted]
May 25, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 24, 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 he has been requesting the remaining funds on his closed RushCard account be sent to him since the first week in April of [redacted] contacted RushCard customer service on several occasions requesting his $be sent to himOn May 25, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that a check was sent in the amount of $to the address on file, and that he should receive that in 5-business days We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
February 2, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, she states, a fraudulent transaction posted to her RushCard account, which she then disputed, in result her claim was closed On November 21, 2017, [redacted] contacted RushCard to dispute a transaction totaling $ [redacted] was educated on December 6, that her dispute form was not clear and that she must resend a clear copy of the form [redacted] failed to send in a clear copy of the form that is needed for research to be completed therefore her case was closed on January 3, [redacted] will need to speak with the merchant to resolve her concern as the merchant was provided account specific information that should only be known by [redacted] *** Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] Regards, RushCard Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint she states every dispute she has filed with RushCard has been turned downIn the most recent dispute she filed, she states her card was stolen and $was debited fraudulently out of her account; however, her case was denied She is requesting for the funds to be put back into her account On September 20, 2016, [redacted] contacted RushCard to file an unauthorized dispute for six transactions that posted on September 20, totaling $which consist of pin and non-pin transactionsShe claimed her card was stolen and it was in her carOn September 30, 2016, [redacted] claim was denied due to no error found Regards, RushCard Corporate Customer Service
Hi ***, We have responded to this customer several times, by direct phone contact and now Revdex.comWe don’t have any additional information to provideWe have attempted to address the customer concerns about his direct deposit but he keeps insisting that his funds were held when they were notCan we please close this complaint Kathy R., Customer Service SpecialistUniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
January 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 29, 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 Per previous response, On October 19, 2015, RushCard debited $from [redacted] account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] for the unusual account fluctuations and inconvenience caused by the service interruptionOn October 2, 2015, the referrer applied for a RushCard with using a referral code [redacted] at the time of the applicationOn October 29, 2015, [redacted] contacted RushCard customer service and advised that her account and the referee was never provided the $refer a friend credit to both of their accountsThe referred cardholder will be required to load a minimum of $to the new card before the $20/$will payoutAttached to the complaint response are screenshots of the two direct deposits that posted to [redacted] accountWe appreciate this feedback and sincerely apologize for the inconvenience this has causedRushCard Corporate Customer Service
March 18, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio 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 16, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard blocked her card, and she was told that the issue would be resolved within 24-hours [redacted] also wishes to be compensated for the delay in getting access to her funds, which she said has resulted in an eviction notice and her utilities disconnected On March 18, [redacted] was contacted by a RushCard corporate specialist [redacted] was educated on the process when a RushCard account is compromised [redacted] funds were expedited to her on March 18, In addition, a replacement Rushcard was expedited to [redacted] [redacted] was advised to send in documentation regarding late fees for a review of compensationRushCard considers this is resolved We appreciate [redacted] feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal Regards, Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
June 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 5, 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 his funds for $is being held by RushCard, and cannot be released [redacted] also states he would like his funds credited back to his account and a credit applied due to the horrible customer service On June 3, [redacted] contacted RushCard customer service regarding his merchant hold release for the amount of $ On June 4, [redacted] spoke with a customer service representative and was advised that the merchant hold release letter needed to include direct contact information to be able to assist with releasing the pending hold We were unable to speak with the direct contact representative directly As of June 6, the pending hold for $has been released On June 9, 2016, a corporate customer service specialist contacted [redacted] and advise him on the merchant hold release policy We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
November 2, VIA ONLINE SUBMISSION: Revdex.com E 4th SteCincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, To Whom It May Concern: This letter is in response to the consumer complaint referenced aboveUniRush, 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 This consumer is not a RushCard Account holder and we are unable to locate any account information RushCard Corporate Customer Service
August 7, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 her RushCard expired and that her replacement card was sent to her old address [redacted] would like this issue resolved and requests to have [redacted] to access her funds [redacted] also states she needs her funds on her RushCard account Our records indicate that [redacted] card ending in [redacted] that was processed on August 3, was sent to the address of: [redacted] *** [redacted] has full access to the funds on her RushCard accountWe processed an express cash for the remaining funds on the account and advised [redacted] that she could pick up the funds today We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
August 8, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio 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 8/06/ 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 couldn’t wait for a replacement card and needed access to the funds on his account [redacted] also states that after failed attempts his online account was suspended On August 3, 2016, [redacted] contacted RushCard customer service to advise that his online account was locked [redacted] online account was unlocked on August 4, 2016, in addition a replacement card was expedited on August 3, once received [redacted] had full access to the funds on the RushCard account A corporate customer service specialist attempted to contact [redacted] on August 8, to advise of the account information 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 [redacted] I am still not able to get a hold of customer service they hang up
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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 experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 10, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per Response, 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 properlyOn November 7, 2015, a Corporate Customer Service Specialist contacted [redacted] to assist with her Rush Goals account issue [redacted] stated that she now has access to her Rush Goals accountThe screenshot that [redacted] has provided is the dollar amount that she has set for herself to reach as a GoalThe $is not the amount that is in her account or what RushCard owes herThe amount available that is in her goals account is $We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 4, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] ***, on October 30, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that a transaction for $was made on her RushCard account from *** [redacted] also stated that she would like a refund from the merchant to be placed back onto her account for $ On October 29, 2015, [redacted] filed an error allegation dispute regarding a transaction in the amount of $from *** On October 30, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] *** Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesA final letter will be sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] feedback.Tyree T.Corporate Customer Service
December 26, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 not received the $credit for the RushCard Uncle Rush promotion [redacted] requesting that $be credited to his account without any action from him Our records indicate that [redacted] has not yet met the qualifiers for the Uncle Rush promotionOn December 26, a RushCard a corporate resolution specialist attempted to contact [redacted] to educate him on how the promotion works and what the qualifiers areA detailed message was left for a callback We appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service Regards
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 have spoken with the company every day for the last few weeksI still do not have access to my fundsI was last week they would send me money via [redacted] and would call me with a tracking number as soon as they had itThis phone call never cameWhat they did do was send me a new card which I was again unable to activateI spoke with a supervisor on Wednesday as was told that she would resubmit my account for approval to have all my money wired to me and would personally call me when she received the tracking number I was told this would take hrsAgain I received no callI just got off the phone with customer service again and was told there still is no tracking number and that someone would call me as soon as they receive the tracking numberI'm tired of being told I will be contacted or my money will be returned and it's not happeningI want my money and I want my account closedThe company has repeatedly dropped the ballI'm tired of their excuses and lack of following through Regards, [redacted] ***
Why is RushCard telling me the same thing over and overAll I want is my $that I was supposed to recived for signing upThis IS Advertising! And I'm beyond furious