November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: November 6, 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 informationWe 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
March 1, 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 # [redacted] 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 contends that RushCard claimed to deposit $or $into your RushCard account after you deposit your tax refund [redacted] states that the advertisement was removed when he called to inquire about it in January [redacted] would like for RushCard to live up to what they promote On February 28, 2017, a corporate customer service specialist contacted [redacted] to advise that the advertisement was expired and that RushCard no longer has this tax promotion We do apologize for the inconvenience this has caused We appreciate [redacted] feedback 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] Problem: I've contacted in Irish several times about my refund check they said they sent it out on August 3,and I still haven't gotten it.I contacted in Irish again on August ,and spoken to a supervisor and she senta message to the back office and still no updates.I've asked them several times to please send me my bill pay refund express so I can get it
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] Yes they gave me $25, but there was $in my account before al of this happened and it went missing and wasn't replacedAlso they still have my old expired card as active and it is not and the system doesn't even recognize my new card number
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 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
December 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 17, 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 he is being double billed on transactions when using his card and is expecting a refund for these transactionsNo specific details were given for when [redacted] was double billedRushCard’s account history indicates that no transaction has been duplicated on his accountWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard 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 This is the same response that was provided beforeThis is unacceptableThe bottom line is I want my $refunded to me because their system was hacked and my account got compromisedI did not make nor authorize any withdrawals from my accountI have repeated asked that they provide me with information as to where this "withdrawals " were made and I still have not received this informationI refuse to accept this response because my money was stolen from my account and I want my hard earned money refunded to me immediately.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 IT HAS NOT BEEN RESOLVED ACCORDING TO THEIR OWN POLICIES Regards, [redacted] ***
I have not been able to access my money since friday because the Rush Card that I paid for and pay monthly fees to is not fixing the problem with there systemI have not been able to transfer my money from my direct deposit account to my second rush card that I make purchases onI called about this problem on Friday, Saturday, Sunday, Monday, and today TuesdayMy kids and I are stuck stranded in another town because the have not fixed this problem yetI need to transfer my money from one account to the nextThe people at Rush Card still has not as of yet fixed the problem, and I have been calling at least twice a day since fridayAll they kept telling me is that it will be fixed by today, which was a lieFor five days they been having the same problem while their customers sufferI'm still as today stuck out of town me and my kids with no money because of them
March 21, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 16, 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 he contacted RushCard to file a dispute regarding an unauthorized transaction [redacted] indicates his card was blocked and now he has no access to his funds [redacted] also states that he has not received his replacement card as of today On February 19, [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction [redacted] indicated when advised the card would need to be replaced, that he needed to update his address on file [redacted] stated further that he needed his funds and didn’t want the card to be blockedPer [redacted] request on March 1, a replacement card was processed to the address on file o [redacted] Per previous response on March 16, a corporate resolutions specialist contacted [redacted] to advise that his address will need to be updated to receive his replacement card [redacted] was advised to update his address on file the following documents were needed, a copy of his Driver's License, Social Security Card and Proof of Address [redacted] has indicated that he does not have the prior documentation and to return his deposits on file back to his employer The deposit amounts that were returned were $377.98, $and $ [redacted] employer will receive the funds in 3-business days On March 19, the remaining funds of $were returned to [redacted] employer as well We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
September 8, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from, [redacted] on September 1, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard charged her for a $replacement card fee, a onetime card fee and transaction fees to her RushCard account [redacted] also stated that she would like access to her funds On August 31, [redacted] direct deposit posted to her RushCard account ending in ***On September 1, 2015, [redacted] contacted RushCard Customer Service to request an expedited replacement card with a $ fee Per RushCard Cardholder Agreement [redacted] was charged $ATM and $per transaction fee with card ending in *** On August 4, the $activation card fee was refunded back to [redacted] account On September 3, a RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise her of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Kathy R Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint * Has the company addressed the issues of this dispute? Yes * If not, why? * Has the company met the agreement they outlined in their response? No Regards, [redacted]
Tell us whyFebruary 7, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 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 states that after filing the dispute she was advised that a replacement card was needed [redacted] states that after receiving the card he was unable to activate itWhen he contacted RushCard customer service, he was advised the card was blocked [redacted] would like his card to be expedited and all feeds returned to his account Our records indicate that on January 27, 2018, a replacement card was issuedOn February 5, 2018, [redacted] called and said that he could not activate the card and requested another replacement cardAnother card was expedited and all fees were waived Further, the additional $replacement card fee was also waivedOn February 7, a RushCard Corporate Resolution Specialist attempted to call [redacted] Left a detailed message and asked if he had any questions to let us know We appreciate [redacted] feedback RushCard, here
November 24, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 7, 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 At this time, our system is up and running and [redacted] has access to her funds and account informationIn 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/.All fees are not being charged to [redacted] RushCard accountWe 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
This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs a result, credit in the amount of $ was posted to your account on March 17, and any applicable fee(s) have been reversedThis is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your card
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On June 06, 2016, [redacted] contacted UniRush to file a dispute claimShe said her card was used to process an unauthorized payment to [redacted] ** [redacted] stated she never authorized anyone to use her cardAt this point the dispute is under investigationsOnce dispute is finalized [redacted] will be notified by mail if the case has been approved or deniedA final credit will be issued by August 4th, if the case is approved We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter Regards, RushCard Corporate Customer Service
February 24, 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 attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] ***r on February 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she was told that her card was put on hold from a guy that claimed he was from RushCard corporate [redacted] also stated that she received the same card number and the card does not work [redacted] is requesting access to her funds On January 30, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her accountA Corporate Risk Analyst attempted to contact [redacted] and a text message was sent to the mobile number on the account that her RushCard was blockedRushCard makes every effort to replace a customer [redacted] card in the event a card replacement is needed We want to make this process as seamless as possible for our cardholdersWe know and understand that funds availability and access to funds are essential On February 10, [redacted] contact RushCard customer service and requested a new card be sentOn February 22, [redacted] called and spoke to a RushCard customer service agent, stating she is unable to activate her new card [redacted] was advised that her issue has been escalated to get her card activatedOn February 24, after review of [redacted] account show the replacement card sent was the same card numberA RushCard corporate specialist attempted to contact [redacted] to over to expedite her a replacement card and waive the fee or process and express cash for the available funds on her accountA detailed message was left for a callback We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
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 been in contact with this company several times and they continue to tell me their systems are down and the last person I talk to stated my deposit is on a expired card which I no longer has access to I checked with my employer to see if they sent it back and my employer said noIts been 10days and still no access to my account for monies I earnedI called last night 10/ same response their system is downI have called and emailed their headquarters no response from them at allI called this morning and was left on hold.I asked for a supervisor was transferred left on hold for 2hrs on day then just for them to pick up and hang up the phone I have bills to pay and children to feed I shouldn't feel forced to borrow money from people when I have my own that I workedPlease give me my money immediately Regards, [redacted]
January 26, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 22, 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 two transactions were made to her RushCard account from the merchant [redacted] and [redacted] / [redacted] [redacted] also stated that the transactions are no longer showing up on her transaction history and RushCard disputes department refuse to assist her [redacted] would like a repair and a refund to her account On December 24, 2015, two transactions in the amount of $were made on [redacted] RushCard accountOn December 27, 2015, [redacted] contacted RushCard customer service and requested to cancel the two transactions [redacted] was informed by the customer service representative that the two transactions were not able to be canceled and are still in pending statusA dispute could be filed once or if the transactions settleThe two transactions were automatically released by the system after the expiration dateRushCard can verify that as of January 26, there are no longer two pending charges of $on [redacted] RushCard account We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
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 $that was mentioned on the business response was to mail me a new cardRush Card customer service refused to waive the charge when I asked themI spend over a week without access to my moneyI still have not received the provisional credit to the account for the fraudulent transactions which posted to my account Regards, [redacted]
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: November 6, 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 informationWe 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
March 1, 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 # [redacted] 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 contends that RushCard claimed to deposit $or $into your RushCard account after you deposit your tax refund [redacted] states that the advertisement was removed when he called to inquire about it in January [redacted] would like for RushCard to live up to what they promote On February 28, 2017, a corporate customer service specialist contacted [redacted] to advise that the advertisement was expired and that RushCard no longer has this tax promotion We do apologize for the inconvenience this has caused We appreciate [redacted] feedback 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] Problem: I've contacted in Irish several times about my refund check they said they sent it out on August 3,and I still haven't gotten it.I contacted in Irish again on August ,and spoken to a supervisor and she senta message to the back office and still no updates.I've asked them several times to please send me my bill pay refund express so I can get it
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] Yes they gave me $25, but there was $in my account before al of this happened and it went missing and wasn't replacedAlso they still have my old expired card as active and it is not and the system doesn't even recognize my new card number
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 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
December 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 17, 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 he is being double billed on transactions when using his card and is expecting a refund for these transactionsNo specific details were given for when [redacted] was double billedRushCard’s account history indicates that no transaction has been duplicated on his accountWe appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard 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 This is the same response that was provided beforeThis is unacceptableThe bottom line is I want my $refunded to me because their system was hacked and my account got compromisedI did not make nor authorize any withdrawals from my accountI have repeated asked that they provide me with information as to where this "withdrawals " were made and I still have not received this informationI refuse to accept this response because my money was stolen from my account and I want my hard earned money refunded to me immediately.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 IT HAS NOT BEEN RESOLVED ACCORDING TO THEIR OWN POLICIES Regards, [redacted] ***
I have not been able to access my money since friday because the Rush Card that I paid for and pay monthly fees to is not fixing the problem with there systemI have not been able to transfer my money from my direct deposit account to my second rush card that I make purchases onI called about this problem on Friday, Saturday, Sunday, Monday, and today TuesdayMy kids and I are stuck stranded in another town because the have not fixed this problem yetI need to transfer my money from one account to the nextThe people at Rush Card still has not as of yet fixed the problem, and I have been calling at least twice a day since fridayAll they kept telling me is that it will be fixed by today, which was a lieFor five days they been having the same problem while their customers sufferI'm still as today stuck out of town me and my kids with no money because of them
March 21, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: March 16, 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 he contacted RushCard to file a dispute regarding an unauthorized transaction [redacted] indicates his card was blocked and now he has no access to his funds [redacted] also states that he has not received his replacement card as of today On February 19, [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction [redacted] indicated when advised the card would need to be replaced, that he needed to update his address on file [redacted] stated further that he needed his funds and didn’t want the card to be blockedPer [redacted] request on March 1, a replacement card was processed to the address on file o [redacted] Per previous response on March 16, a corporate resolutions specialist contacted [redacted] to advise that his address will need to be updated to receive his replacement card [redacted] was advised to update his address on file the following documents were needed, a copy of his Driver's License, Social Security Card and Proof of Address [redacted] has indicated that he does not have the prior documentation and to return his deposits on file back to his employer The deposit amounts that were returned were $377.98, $and $ [redacted] employer will receive the funds in 3-business days On March 19, the remaining funds of $were returned to [redacted] employer as well We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, RushCard Corporate Customer Service
September 8, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from, [redacted] on September 1, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard charged her for a $replacement card fee, a onetime card fee and transaction fees to her RushCard account [redacted] also stated that she would like access to her funds On August 31, [redacted] direct deposit posted to her RushCard account ending in ***On September 1, 2015, [redacted] contacted RushCard Customer Service to request an expedited replacement card with a $ fee Per RushCard Cardholder Agreement [redacted] was charged $ATM and $per transaction fee with card ending in *** On August 4, the $activation card fee was refunded back to [redacted] account On September 3, a RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise her of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Kathy R Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint * Has the company addressed the issues of this dispute? Yes * If not, why? * Has the company met the agreement they outlined in their response? No Regards, [redacted]
Tell us whyFebruary 7, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 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 states that after filing the dispute she was advised that a replacement card was needed [redacted] states that after receiving the card he was unable to activate itWhen he contacted RushCard customer service, he was advised the card was blocked [redacted] would like his card to be expedited and all feeds returned to his account Our records indicate that on January 27, 2018, a replacement card was issuedOn February 5, 2018, [redacted] called and said that he could not activate the card and requested another replacement cardAnother card was expedited and all fees were waived Further, the additional $replacement card fee was also waivedOn February 7, a RushCard Corporate Resolution Specialist attempted to call [redacted] Left a detailed message and asked if he had any questions to let us know We appreciate [redacted] feedback RushCard, here
November 24, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 7, 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 At this time, our system is up and running and [redacted] has access to her funds and account informationIn 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/.All fees are not being charged to [redacted] RushCard accountWe 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
This letter is to inform you that we have made a final determination regarding the claim referenced aboveBased on our investigation, we have concluded an error occurredAs a result, credit in the amount of $ was posted to your account on March 17, and any applicable fee(s) have been reversedThis is considered permanent and we have closed this dispute caseWe apologize for any inconvenience this may have caused youIf you have any questions, please contact the number on the back of your card
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On June 06, 2016, [redacted] contacted UniRush to file a dispute claimShe said her card was used to process an unauthorized payment to [redacted] ** [redacted] stated she never authorized anyone to use her cardAt this point the dispute is under investigationsOnce dispute is finalized [redacted] will be notified by mail if the case has been approved or deniedA final credit will be issued by August 4th, if the case is approved We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter Regards, RushCard Corporate Customer Service
February 24, 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 attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] ***r on February 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she was told that her card was put on hold from a guy that claimed he was from RushCard corporate [redacted] also stated that she received the same card number and the card does not work [redacted] is requesting access to her funds On January 30, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on her accountA Corporate Risk Analyst attempted to contact [redacted] and a text message was sent to the mobile number on the account that her RushCard was blockedRushCard makes every effort to replace a customer [redacted] card in the event a card replacement is needed We want to make this process as seamless as possible for our cardholdersWe know and understand that funds availability and access to funds are essential On February 10, [redacted] contact RushCard customer service and requested a new card be sentOn February 22, [redacted] called and spoke to a RushCard customer service agent, stating she is unable to activate her new card [redacted] was advised that her issue has been escalated to get her card activatedOn February 24, after review of [redacted] account show the replacement card sent was the same card numberA RushCard corporate specialist attempted to contact [redacted] to over to expedite her a replacement card and waive the fee or process and express cash for the available funds on her accountA detailed message was left for a callback We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
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 been in contact with this company several times and they continue to tell me their systems are down and the last person I talk to stated my deposit is on a expired card which I no longer has access to I checked with my employer to see if they sent it back and my employer said noIts been 10days and still no access to my account for monies I earnedI called last night 10/ same response their system is downI have called and emailed their headquarters no response from them at allI called this morning and was left on hold.I asked for a supervisor was transferred left on hold for 2hrs on day then just for them to pick up and hang up the phone I have bills to pay and children to feed I shouldn't feel forced to borrow money from people when I have my own that I workedPlease give me my money immediately Regards, [redacted]
January 26, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 22, 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 two transactions were made to her RushCard account from the merchant [redacted] and [redacted] / [redacted] [redacted] also stated that the transactions are no longer showing up on her transaction history and RushCard disputes department refuse to assist her [redacted] would like a repair and a refund to her account On December 24, 2015, two transactions in the amount of $were made on [redacted] RushCard accountOn December 27, 2015, [redacted] contacted RushCard customer service and requested to cancel the two transactions [redacted] was informed by the customer service representative that the two transactions were not able to be canceled and are still in pending statusA dispute could be filed once or if the transactions settleThe two transactions were automatically released by the system after the expiration dateRushCard can verify that as of January 26, there are no longer two pending charges of $on [redacted] RushCard account We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
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 $that was mentioned on the business response was to mail me a new cardRush Card customer service refused to waive the charge when I asked themI spend over a week without access to my moneyI still have not received the provisional credit to the account for the fraudulent transactions which posted to my account Regards, [redacted]