November 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 23, 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 informationOn November 18, 2015, a replacement card was issued via regular delivery to the address on the accountOn November 23, 2015, an Express Cash for the remaining balance was issued to [redacted] for [redacted] to pick up her fundsA reference number was provided and [redacted] has access to her funds [redacted] received her card and has unrestricted access to her funds.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 11, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account information We 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
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 am still waiting for resolve on one final account with RushcardThey did resolve the matter with one account, my personal accountI was contacted by a corporate customer service representative who stated they would look into the outstanding matter at handThis matter is with regards to being power of attorney over an account that I have submitted all requested documentation to their customer serviceIt is my expectation to hear from a representative to clear up final pending matter Regards, [redacted] ***
November 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account information We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properlyOn October 28, 2015, [redacted] attempted to process a card to card transfer for $that failedThe funds were never deducted from [redacted] RushCard accountAttached to the complaint response is the screenshot of the failed card to card transferWe 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
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 contacting rushcard in reference to my dispite I'm recorded talking about a dispute befor I'm hung up onWhen I call back I'm left on hold for hours then the phone picks up and hung up I have over two email ticks to rushcard costumer service ticket code [redacted] # [redacted] Regards, [redacted] ***
May 27, 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 May 20, 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] ’s complaint contends that she filed an unauthorized transaction dispute on May 3, for $MsCaughman stated that she received conflicting information from RushCard Customer Service Representatives about the status of receiving her dispute form and the eligibility of a provisional credit On May 3, [redacted] filed an unauthorized transaction dispute regarding multiple charges on her accountAll RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelinesOn May 19, we received [redacted] signed form and the team was able to properly process the claimOn May 20, 2015, [redacted] unauthorized transaction dispute was decided in her favor and a final credit of $was issued to her accountA RushCard Corporate Customer Service Specialist attempted to contact [redacted] to apologize for her frustration that this matter has caused, and to advise her of the outcome of the investigationA letter has been sent to the address on the account notifying [redacted] of the resolution The unauthorized transaction dispute has been closed, and as such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
January 30, 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 she never received her initial card after applying ion 1/4/She requested a replacement card on 1/18/and has not received that one either [redacted] further states was charged $for a replacement card and does not think that is fair [redacted] is requesting access to her funds Our records indicate [redacted] ***’s initial card was issued on 1/4/to the address provided on her applicationOn 1/18/18, [redacted] contacted RushCard customer service stating she did not get her cardA replacement card was reissued to the address on file [redacted] indicated at that time that there was a suite number to her address [redacted] was advised that documents were require for updating the address [redacted] was asked to send a copy of her ID and proof of address On 1/30/a corporate resolution specialist contacted [redacted] to reiterate this informationShe was also advised that the $card replacement fee would be refunded [redacted] was also given a fax number to send the required documentsOne the documents are received a replacement card will be sent [redacted] indicated she was okay with this resolution We appreciate [redacted] ***’s feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
November 12, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly On November 9, 2015, RushCard received [redacted] direct deposit and posted to her 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
July 26, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 26, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard reversed a transaction that was unauthorized [redacted] also states that he would like the funds credited back to his account RushCard records indicate that the pending transaction from [redacted] in the amount of $was released on July 25, The merchant did settle for $which was posted on July 21, If this amount is incorrect or not authorized a dispute must be filed We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
February 3, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 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 RushCard Cardholder Agreement the disputes process can take up to to days to investigate and research the claim [redacted] must make a good faith attempt to resolve with the merchantIf [redacted] is unable to resolve with the merchant please provide documentation to support the claim for other recovery options or send back the signed error allegation dispute formWe have received the signed error allegation dispute form or documentation for [redacted] claimOn February 3, 2016, the error allegation disputes form was faxed to the disputes departmentWe appreciate [redacted] feedback and understand the inconvenience disputes can cause We are dedicated to our customer’s security and will provide notification when available 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 rep called me and said he didnt have the funds available but as you can see when they charged the $fee for transfer it clearly states he has more that the $he was trying to transferAlso as you can see it states the transfer is completeAs you can also see in the past he tried transferring $and that one failed as it saids on the transactionWhen we did the transfer It clearly stated his balance was more than what he was transferringI tried explaining it to the rep who called he kept saying a date of 10/when I clearly stated several times the transaction was done on 10- Regards, [redacted] ***
October 28, 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 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 properlyWe 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 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 5, 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 insuranceOn November 2, 2015, two $ [redacted] loads posted 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
December 12, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] Complaint Date: December 4, 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 contacted RushCard customer service to order a replacement card and the agent advised her she needed documents since they were changing their address and ordering a replacement card [redacted] indicated we were holding her funds because an agent advised them that the proof of address was invalid [redacted] would like a replacement card sent over night On December 1, RushCard’s records indicate RushCard received the requested documents, and [redacted] was advised the proof of address was invalidIn reviewing the document’s, the proof of address was valid On December 7, a RushCard representative issued a replacement card and waived the $expedite fee and the $replacement card feeOn December 12, a RushCard corporate resolution specialist attempted to call [redacted] A detailed message was left advising [redacted] of this, and apologize for the misinformation she received, and if she has any other questions or concerns regarding this matter to please let us know We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
Revdex.com: I have reviewedi the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The money was refunded to my dead card ending in [redacted] rather than my active card ending in ***I've been with Rushcard over yrs and have never had any problemsNow I'm paying per transaction my money's on the wrong cardPlease move money to active account 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 ***As I stated before I was under the impression that it was a credit due to there errorIf that was the case, then they should have not posted that amount in my account without any explanationThey never sent an email or anything stating that we made an posting error and that the money will be withdrawn from your accountI sent the documents showing the account activityNow I am not accepting this matter because of an error that they madeSo until I get my account straight and with my direct deposit back I will make this an legal battleI have the right to know what is going on with my account and no one has the right to go into someone account without notifying them of itI want my account fix and my money back and the bank account closed.*** 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 Regards, [redacted] The company Still has not provided a date to when $will be back into my accountthis company system was down for weeks, all I am reading is excuses I just want my HARD EARNED MONEY!!! You have no right no hold my funds hostage due to your system/technical malfunctions.we all work for our family's how would u feel if u have to tell your kids "no I cant buy this right now" when u worked hours away from them to have what u did have basically taken how would u feel huh?? Yea I thought so,do whats right.We just want what we have earned nothing more nothing less
In [redacted] complaints, she states she disputed three unauthorized charges with three merchantsShe said she received a refund from three merchants, but not the [redacted] Charge for $She is asking for the funds to be put back into her account On November 4th, 2016, [redacted] contacted RushCard to file disputes on three transactions that posted in August and OctoberThe first claim consists of two for $and $ [redacted] claimed the transactions are fraudOn December 6th2016, her claim was denied because merchant provided documents linking the to the transactionsLastly, for the transaction for $762.11, Merchant issued credit for the same amount on November 15, We appreciate [redacted] feedback, if she has any questions she can call our customer service number which is located on the back of her Rushcard 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 did not authorize those transactions as my employer provided a letter showing I was traveling and no where near [redacted] when my card was usedAs I reported on noveNove16,that my card was stolen along with my capital one and company cardI also requested all documents used for this investigation and decision from.unirush and they failed to provide it to me as they didn't complete an investigation and obtian documents and receipt from the merchants.I am entitled to my refund asap and this has been an ongoing issues and in provided many documents including my plane ticket and I had my employer send a letter showing I was traveling and away from [redacted] Thanks Regards, [redacted] ***
May 5, VIA ONLINE SUBMISSION: Revdex.com® 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 May 4, 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 card is blocked and he has sent in the required documents that RushCard indicates are not legible [redacted] states that he needs his card unblocked to have access to his funds On February 28, [redacted] contacted RushCard customer service to have his card replaced and updated his address as policy we have our customers go through verification in the event they have a card replaced after updating their address [redacted] failed verification and per policy according to RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] , he was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days On March 2, documents were sent in, the proof of address was deemed not eligibleOn April 26, all documents were received and validated A corporate customer service representative contacted [redacted] to advise that the documentation was accepted and his account has been unblockedWe appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goalRegards, RushCard Corporate Customer Service
November 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 23, 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 informationOn November 18, 2015, a replacement card was issued via regular delivery to the address on the accountOn November 23, 2015, an Express Cash for the remaining balance was issued to [redacted] for [redacted] to pick up her fundsA reference number was provided and [redacted] has access to her funds [redacted] received her card and has unrestricted access to her funds.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 11, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account information We 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
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 am still waiting for resolve on one final account with RushcardThey did resolve the matter with one account, my personal accountI was contacted by a corporate customer service representative who stated they would look into the outstanding matter at handThis matter is with regards to being power of attorney over an account that I have submitted all requested documentation to their customer serviceIt is my expectation to hear from a representative to clear up final pending matter Regards, [redacted] ***
November 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account information We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properlyOn October 28, 2015, [redacted] attempted to process a card to card transfer for $that failedThe funds were never deducted from [redacted] RushCard accountAttached to the complaint response is the screenshot of the failed card to card transferWe 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
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 contacting rushcard in reference to my dispite I'm recorded talking about a dispute befor I'm hung up onWhen I call back I'm left on hold for hours then the phone picks up and hung up I have over two email ticks to rushcard costumer service ticket code [redacted] # [redacted] Regards, [redacted] ***
May 27, 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 May 20, 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] ’s complaint contends that she filed an unauthorized transaction dispute on May 3, for $MsCaughman stated that she received conflicting information from RushCard Customer Service Representatives about the status of receiving her dispute form and the eligibility of a provisional credit On May 3, [redacted] filed an unauthorized transaction dispute regarding multiple charges on her accountAll RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelinesOn May 19, we received [redacted] signed form and the team was able to properly process the claimOn May 20, 2015, [redacted] unauthorized transaction dispute was decided in her favor and a final credit of $was issued to her accountA RushCard Corporate Customer Service Specialist attempted to contact [redacted] to apologize for her frustration that this matter has caused, and to advise her of the outcome of the investigationA letter has been sent to the address on the account notifying [redacted] of the resolution The unauthorized transaction dispute has been closed, and as such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
January 30, 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 she never received her initial card after applying ion 1/4/She requested a replacement card on 1/18/and has not received that one either [redacted] further states was charged $for a replacement card and does not think that is fair [redacted] is requesting access to her funds Our records indicate [redacted] ***’s initial card was issued on 1/4/to the address provided on her applicationOn 1/18/18, [redacted] contacted RushCard customer service stating she did not get her cardA replacement card was reissued to the address on file [redacted] indicated at that time that there was a suite number to her address [redacted] was advised that documents were require for updating the address [redacted] was asked to send a copy of her ID and proof of address On 1/30/a corporate resolution specialist contacted [redacted] to reiterate this informationShe was also advised that the $card replacement fee would be refunded [redacted] was also given a fax number to send the required documentsOne the documents are received a replacement card will be sent [redacted] indicated she was okay with this resolution We appreciate [redacted] ***’s feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
November 12, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly On November 9, 2015, RushCard received [redacted] direct deposit and posted to her 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
July 26, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 26, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard reversed a transaction that was unauthorized [redacted] also states that he would like the funds credited back to his account RushCard records indicate that the pending transaction from [redacted] in the amount of $was released on July 25, The merchant did settle for $which was posted on July 21, If this amount is incorrect or not authorized a dispute must be filed We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
February 3, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 3, 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 RushCard Cardholder Agreement the disputes process can take up to to days to investigate and research the claim [redacted] must make a good faith attempt to resolve with the merchantIf [redacted] is unable to resolve with the merchant please provide documentation to support the claim for other recovery options or send back the signed error allegation dispute formWe have received the signed error allegation dispute form or documentation for [redacted] claimOn February 3, 2016, the error allegation disputes form was faxed to the disputes departmentWe appreciate [redacted] feedback and understand the inconvenience disputes can cause We are dedicated to our customer’s security and will provide notification when available 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 rep called me and said he didnt have the funds available but as you can see when they charged the $fee for transfer it clearly states he has more that the $he was trying to transferAlso as you can see it states the transfer is completeAs you can also see in the past he tried transferring $and that one failed as it saids on the transactionWhen we did the transfer It clearly stated his balance was more than what he was transferringI tried explaining it to the rep who called he kept saying a date of 10/when I clearly stated several times the transaction was done on 10- Regards, [redacted] ***
October 28, 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 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 properlyWe 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 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 5, 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 insuranceOn November 2, 2015, two $ [redacted] loads posted 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
December 12, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] Complaint Date: December 4, 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 contacted RushCard customer service to order a replacement card and the agent advised her she needed documents since they were changing their address and ordering a replacement card [redacted] indicated we were holding her funds because an agent advised them that the proof of address was invalid [redacted] would like a replacement card sent over night On December 1, RushCard’s records indicate RushCard received the requested documents, and [redacted] was advised the proof of address was invalidIn reviewing the document’s, the proof of address was valid On December 7, a RushCard representative issued a replacement card and waived the $expedite fee and the $replacement card feeOn December 12, a RushCard corporate resolution specialist attempted to call [redacted] A detailed message was left advising [redacted] of this, and apologize for the misinformation she received, and if she has any other questions or concerns regarding this matter to please let us know We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
Revdex.com: I have reviewedi the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The money was refunded to my dead card ending in [redacted] rather than my active card ending in ***I've been with Rushcard over yrs and have never had any problemsNow I'm paying per transaction my money's on the wrong cardPlease move money to active account 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 ***As I stated before I was under the impression that it was a credit due to there errorIf that was the case, then they should have not posted that amount in my account without any explanationThey never sent an email or anything stating that we made an posting error and that the money will be withdrawn from your accountI sent the documents showing the account activityNow I am not accepting this matter because of an error that they madeSo until I get my account straight and with my direct deposit back I will make this an legal battleI have the right to know what is going on with my account and no one has the right to go into someone account without notifying them of itI want my account fix and my money back and the bank account closed.*** 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 Regards, [redacted] The company Still has not provided a date to when $will be back into my accountthis company system was down for weeks, all I am reading is excuses I just want my HARD EARNED MONEY!!! You have no right no hold my funds hostage due to your system/technical malfunctions.we all work for our family's how would u feel if u have to tell your kids "no I cant buy this right now" when u worked hours away from them to have what u did have basically taken how would u feel huh?? Yea I thought so,do whats right.We just want what we have earned nothing more nothing less
In [redacted] complaints, she states she disputed three unauthorized charges with three merchantsShe said she received a refund from three merchants, but not the [redacted] Charge for $She is asking for the funds to be put back into her account On November 4th, 2016, [redacted] contacted RushCard to file disputes on three transactions that posted in August and OctoberThe first claim consists of two for $and $ [redacted] claimed the transactions are fraudOn December 6th2016, her claim was denied because merchant provided documents linking the to the transactionsLastly, for the transaction for $762.11, Merchant issued credit for the same amount on November 15, We appreciate [redacted] feedback, if she has any questions she can call our customer service number which is located on the back of her Rushcard 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 did not authorize those transactions as my employer provided a letter showing I was traveling and no where near [redacted] when my card was usedAs I reported on noveNove16,that my card was stolen along with my capital one and company cardI also requested all documents used for this investigation and decision from.unirush and they failed to provide it to me as they didn't complete an investigation and obtian documents and receipt from the merchants.I am entitled to my refund asap and this has been an ongoing issues and in provided many documents including my plane ticket and I had my employer send a letter showing I was traveling and away from [redacted] Thanks Regards, [redacted] ***
May 5, VIA ONLINE SUBMISSION: Revdex.com® 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 May 4, 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 card is blocked and he has sent in the required documents that RushCard indicates are not legible [redacted] states that he needs his card unblocked to have access to his funds On February 28, [redacted] contacted RushCard customer service to have his card replaced and updated his address as policy we have our customers go through verification in the event they have a card replaced after updating their address [redacted] failed verification and per policy according to RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] , he was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days On March 2, documents were sent in, the proof of address was deemed not eligibleOn April 26, all documents were received and validated A corporate customer service representative contacted [redacted] to advise that the documentation was accepted and his account has been unblockedWe appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goalRegards, RushCard Corporate Customer Service