January 27, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 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 dispute process can take up to to days to investigateA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe 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 Corporate Customer Service
December 7, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 22, 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, On October 25, 2015, [redacted] filed an unauthorized transaction dispute regarding a $charge on her RushCard account On October 26, 2015, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] *** Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate On November 4, the unauthorized transaction dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigationOn December 7, 2015, a $courtesy credit was applied to [redacted] RushCard accountWe appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer ServiceOur 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 Unirush has not given me any information about my claim, why it is not valid, or any other detailsI would like an explanation with details regarding this issue Regards, [redacted] ***
October 22, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard 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
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 sign up for a rushcard in November my card came DEC 6th it was supposed to have $because that's what your PROMOTION said but I only received $I did sign up with a promo code and therefore I'm supposed to reciceve the $not $I just want the $to be added on my card because if not it is FASLSE advertising!!! Regards, [redacted]
July 16, VIA ONLINE SUBMISSION:Revdex.com E4th STE600Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 6, 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 she has a pending transactions on her RushCard account that she would like released [redacted] was provided with incorrect information as to when the hold would be released [redacted] would like her funds back RushCard records indicate that the pending transaction for The Gates Hotel in the amount of $has been released as of date Please note that Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
July 29, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] Davis, on July 24, 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 denied her unauthorized transaction disputes [redacted] also experienced substandard customer service when contacting RushCard Customer Service On June and July 6, 2015, [redacted] filed unauthorized transaction disputes regarding multiple charges made on her account On June 23, 2015, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] ***On July 5, 2015, Provisional credit was issued to the accountOn July 7, 2015, [redacted] ***’ unauthorized transaction disputes were denied due to no error occurred and the provisional credit was then reversed from the accountOn July 15, [redacted] contacted RushCard customer service and was advised of the rebuttal letter process to reopen the denied unauthorized transaction disputes and to provide any additional documentation to the disputes department [redacted] sent in a rebuttal letter with no additional documentation to support reopening the claim A Corporate Customer Service Specialist contacted [redacted] to advise that the rebuttal letter was deniedWe encourage [redacted] to work with the merchant or law enforcement to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] ***’ feedbackOur goal is to provide financial convenience supported by reliable customer service Tyree T Corporate Customer Service
August 3, 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 July 26, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard blocked her active card [redacted] also stated that she received conflicting information when contacting RushCard customer service On July 25, 2015, [redacted] contacted RushCard customer service to request a replacement card for account ending in A customer service representative issued a replacement card on [redacted] ’s other account ending in [redacted] which caused her active card to be blockedOn July 26, 2015, [redacted] card was replaced via expedited delivery and was charged (3) $expedited card fees and (3) $replacement card fees A corporate customer service specialist attempted to contact [redacted] to advise that the expedited and replacement card fees have been credited back to her account and the $monthly fee has been waived for the inconvenience [redacted] has received her replacement card and has unrestricted access to her funds We appreciate [redacted] ’s feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer ServiceOur goal is to provide financial convenience supported by reliable customer service Regards, Tyree T Corporate Customer Service
July 31, VIA ONLINE SUBMISSION: Revdex.com® E 4th, STE Cincinnati Ohio Re: 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 Jacqueline Boozer, on July 6, 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 will not return her $and her card was blocked without her knowledge [redacted] is requesting her money back RushCard records indicate that on July 27, [redacted] contacted RushCard customer service and disputed a transactions totaling $The agent [redacted] spoke with explained the dispute process and informed her that a dispute form would be mailed to the address on file and a replacement card was sentThe agent further explained that the form needed to be returned within business days to be eligible for a provisional credit [redacted] called in again later that day and sated she need her funds immediatelyAn express cash was processed for $for [redacted] retrieve at any [redacted] location On July 31, a Rushcard corporate resolution specialist called to get clarification on [redacted] concernsWhile in the middle of asking [redacted] if she pickup her funds that were processed on 7/27/17, the call disconnected We attempted to call [redacted] back and the call went to voicemail We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution Sincerely, RushCard Customer Service
Consumer: [redacted] *** Complaint number: [redacted] Complaint date: September 20, To Whom It May Concern: This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, she states disputed a charge; however, she was not give credit Our records indicate on September 5, 2017, [redacted] filed an unauthorized transaction at [redacted] In her subsequent dispute form, she claimed her card was stolen minutes after she made her first transaction, a deposit at the same location where her stolen card was usedDue to these suspicious activities on [redacted] account, RushCard terminated business with [redacted] by closing her account [redacted] claim is still under investigation, if investigation takes longer than business days’ provision will be provided to her Regards, RushCard Corporate Customer Service
November 18, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re:Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on November 9, 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 held his funds from a hotel transaction [redacted] also stated that he would like for the $transaction to be release back to his RushCard account.On October 26, 2015, a hotel hold transaction for the amount of $was made on [redacted] account [redacted] contacted RushCard customer service to advise that the transaction needed to be released [redacted] was advised by the representative that his request will be escalated to the corporate office for further reviewPer RushCard Cardholder Agreement, if the card is used for a car rental purchase, or for similar purchases like at restaurants or hotels, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurredAny preauthorization amount will place a "hold" on your available funds until the merchant sends us the final payment amount of your purchaseOnce the final payment amount is received, the preauthorization amount on hold will be removedAll transactions relating to car rentals may result in a hold for that amount of funds for up to thirty-five (35) daysDuring the hold period, you will not have access to the preauthorized amountThe $hold was released back to the [redacted] RushCardWe appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused 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 complaintHello, to whom it may concernThank you for following up on this matter for meHowever I am not ok, nor satisfied with the reply they gave meRushcard is acting as if during their technical difficulties and errors that issues have not arosei am glad they they worked on a solution to every-ones problemMY ISSUE is that AFTER my money finally came through they ended up taking a processor credit FROM MEon their end they are showing their system has it recorded as they sent me the payment twiceok I understand that and I get what they are trying to tell meHOWEVER I DID NOT RECEIVE THAT PAYMENT TWICE ON MY CARDI RECEIVED IT ONLY ONE TIME WHICH WAS MY PAY FOR WEEKS OF WORKso I truly believe that on their part it is an errori have been a loyal customer to them for a few years and they TOOK MY PAY just because it shows they sent it twiceIm not arguing that it may show it, BUT I DID NOTREPEAT DID NOT RECEIVE IT ON MY DEBIT CARD ENDING IN [redacted] TWICEONLY ONCE WHICH WAS MY PAY AND I WOULD LIKE MY $BACK IMMEDIATELYThey were having errors so how can they say their system cant glich and say it was sent twicei could care less about thatbut I do want my money that they took because of an error Regards, [redacted]
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and Ms [redacted] have access to her funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/The $ expedited card fee has been refunded to Ms***’s account.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 19, 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 his 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/[redacted] had received two $transactions that were made on his RushCard accountOne of the $transactions had settled on the account and the other transaction was in pending statusRushCard employees does not have the access to release pending transaction back onto a customer’s account [redacted] will have to allow the merchant to void or cancel the transaction to be released to the accountThe $transaction was released back 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
October 26, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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 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
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 complaintRegards, [redacted] Kathy, Thank you for taking the time to return my callI realize your company is doing some upgrade or new trainingI really hope it is to close your call centers in the Philippine’sYou are an American based company and a customer never can speak with an English Speaking representativeI called this morning and you have NO to even speak with a customer service representativeI have a $1,deposit that is just pending and it will take hours for someone to respond to my inquiryThis is unacceptable businessWho is your CEO and your leadership teamI will begin my claims process againI am off from work for four Days, I would love to come to your office and give this incompetent company a piece of mind You need to provide me with your legal address as I am calling my attorney with [redacted] and demanding my moneyYour organization just paid a million dollar fine for holding people’s money Obviously your company did not learn their lesson Your hundred compensation will no longer be available for settlementYour organization caused harm with me last time on vacation and you are doing it againSee you and your Executives in CourtI am not dealing with the stress that your company causes I am going back to my credit Union since your company does not and never has understood what customer service [redacted] ###-###-#### Revdex.com/ [redacted] and the [redacted] City Hall, This organization is up to its tricks againMy account if frozen and no one in America can respond You would think they would learn their after a million I guess not
January 30, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 25, 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 regarding a fraudulent transaction [redacted] stated he needed to update his address for the replacement card to be sent [redacted] states that he has sent in all the documentation for an address change and has not been updated on his account On January 7, [redacted] contacted RushCard customer service to advise of an unauthorized transaction [redacted] advised RushCard that he needed to update his address for the replacement card to be sent [redacted] was advised to update his profile information on his account that he would need to submit a copy of his Driver’s License, Social Security Card and Proof of address As of date all documentation has been receivedThe account profile information for the address have been updated on January 25, and a replacement card has been processed On January 30, a corporate resolutions specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
November 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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 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/.On October 17, 2015, a gas hold transaction for the amount of $was made on [redacted] RushCard accountPer RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be released [redacted] received her funds on the expiration date, October 25, [redacted] was not charged an additional $The preauthorization hold was released and the $settled on the 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
January 27, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 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 dispute process can take up to to days to investigateA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe 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 Corporate Customer Service
December 7, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 22, 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, On October 25, 2015, [redacted] filed an unauthorized transaction dispute regarding a $charge on her RushCard account On October 26, 2015, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] *** Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate On November 4, the unauthorized transaction dispute was found in [redacted] favor and a final letter was sent out regarding the outcome of the investigationOn December 7, 2015, a $courtesy credit was applied to [redacted] RushCard accountWe appreciate [redacted] feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer ServiceOur 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 Unirush has not given me any information about my claim, why it is not valid, or any other detailsI would like an explanation with details regarding this issue Regards, [redacted] ***
October 22, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard 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
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 sign up for a rushcard in November my card came DEC 6th it was supposed to have $because that's what your PROMOTION said but I only received $I did sign up with a promo code and therefore I'm supposed to reciceve the $not $I just want the $to be added on my card because if not it is FASLSE advertising!!! Regards, [redacted]
July 16, VIA ONLINE SUBMISSION:Revdex.com E4th STE600Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 6, 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 she has a pending transactions on her RushCard account that she would like released [redacted] was provided with incorrect information as to when the hold would be released [redacted] would like her funds back RushCard records indicate that the pending transaction for The Gates Hotel in the amount of $has been released as of date Please note that Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to thirty (35) days.” We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
July 29, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] Davis, on July 24, 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 denied her unauthorized transaction disputes [redacted] also experienced substandard customer service when contacting RushCard Customer Service On June and July 6, 2015, [redacted] filed unauthorized transaction disputes regarding multiple charges made on her account On June 23, 2015, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted] ***On July 5, 2015, Provisional credit was issued to the accountOn July 7, 2015, [redacted] ***’ unauthorized transaction disputes were denied due to no error occurred and the provisional credit was then reversed from the accountOn July 15, [redacted] contacted RushCard customer service and was advised of the rebuttal letter process to reopen the denied unauthorized transaction disputes and to provide any additional documentation to the disputes department [redacted] sent in a rebuttal letter with no additional documentation to support reopening the claim A Corporate Customer Service Specialist contacted [redacted] to advise that the rebuttal letter was deniedWe encourage [redacted] to work with the merchant or law enforcement to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] ***’ feedbackOur goal is to provide financial convenience supported by reliable customer service Tyree T Corporate Customer Service
I have received my direct deposit today
August 3, 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 July 26, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard blocked her active card [redacted] also stated that she received conflicting information when contacting RushCard customer service On July 25, 2015, [redacted] contacted RushCard customer service to request a replacement card for account ending in A customer service representative issued a replacement card on [redacted] ’s other account ending in [redacted] which caused her active card to be blockedOn July 26, 2015, [redacted] card was replaced via expedited delivery and was charged (3) $expedited card fees and (3) $replacement card fees A corporate customer service specialist attempted to contact [redacted] to advise that the expedited and replacement card fees have been credited back to her account and the $monthly fee has been waived for the inconvenience [redacted] has received her replacement card and has unrestricted access to her funds We appreciate [redacted] ’s feedback and sincerely apologize for the substandard customer service she received when contacting RushCard Customer ServiceOur goal is to provide financial convenience supported by reliable customer service Regards, Tyree T Corporate Customer Service
July 31, VIA ONLINE SUBMISSION: Revdex.com® E 4th, STE Cincinnati Ohio Re: 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 Jacqueline Boozer, on July 6, 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 will not return her $and her card was blocked without her knowledge [redacted] is requesting her money back RushCard records indicate that on July 27, [redacted] contacted RushCard customer service and disputed a transactions totaling $The agent [redacted] spoke with explained the dispute process and informed her that a dispute form would be mailed to the address on file and a replacement card was sentThe agent further explained that the form needed to be returned within business days to be eligible for a provisional credit [redacted] called in again later that day and sated she need her funds immediatelyAn express cash was processed for $for [redacted] retrieve at any [redacted] location On July 31, a Rushcard corporate resolution specialist called to get clarification on [redacted] concernsWhile in the middle of asking [redacted] if she pickup her funds that were processed on 7/27/17, the call disconnected We attempted to call [redacted] back and the call went to voicemail We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution Sincerely, RushCard Customer Service
Consumer: [redacted] *** Complaint number: [redacted] Complaint date: September 20, To Whom It May Concern: This letter is in response to the consumer complaint # referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, she states disputed a charge; however, she was not give credit Our records indicate on September 5, 2017, [redacted] filed an unauthorized transaction at [redacted] In her subsequent dispute form, she claimed her card was stolen minutes after she made her first transaction, a deposit at the same location where her stolen card was usedDue to these suspicious activities on [redacted] account, RushCard terminated business with [redacted] by closing her account [redacted] claim is still under investigation, if investigation takes longer than business days’ provision will be provided to her Regards, RushCard Corporate Customer Service
November 18, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re:Complaint # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on November 9, 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 held his funds from a hotel transaction [redacted] also stated that he would like for the $transaction to be release back to his RushCard account.On October 26, 2015, a hotel hold transaction for the amount of $was made on [redacted] account [redacted] contacted RushCard customer service to advise that the transaction needed to be released [redacted] was advised by the representative that his request will be escalated to the corporate office for further reviewPer RushCard Cardholder Agreement, if the card is used for a car rental purchase, or for similar purchases like at restaurants or hotels, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurredAny preauthorization amount will place a "hold" on your available funds until the merchant sends us the final payment amount of your purchaseOnce the final payment amount is received, the preauthorization amount on hold will be removedAll transactions relating to car rentals may result in a hold for that amount of funds for up to thirty-five (35) daysDuring the hold period, you will not have access to the preauthorized amountThe $hold was released back to the [redacted] RushCardWe appreciate [redacted] feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
I was not awarded the full amount I requested,Nothing was done to these responsible representatives in this matter
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 complaintHello, to whom it may concernThank you for following up on this matter for meHowever I am not ok, nor satisfied with the reply they gave meRushcard is acting as if during their technical difficulties and errors that issues have not arosei am glad they they worked on a solution to every-ones problemMY ISSUE is that AFTER my money finally came through they ended up taking a processor credit FROM MEon their end they are showing their system has it recorded as they sent me the payment twiceok I understand that and I get what they are trying to tell meHOWEVER I DID NOT RECEIVE THAT PAYMENT TWICE ON MY CARDI RECEIVED IT ONLY ONE TIME WHICH WAS MY PAY FOR WEEKS OF WORKso I truly believe that on their part it is an errori have been a loyal customer to them for a few years and they TOOK MY PAY just because it shows they sent it twiceIm not arguing that it may show it, BUT I DID NOTREPEAT DID NOT RECEIVE IT ON MY DEBIT CARD ENDING IN [redacted] TWICEONLY ONCE WHICH WAS MY PAY AND I WOULD LIKE MY $BACK IMMEDIATELYThey were having errors so how can they say their system cant glich and say it was sent twicei could care less about thatbut I do want my money that they took because of an error Regards, [redacted]
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and Ms [redacted] have access to her funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/The $ expedited card fee has been refunded to Ms***’s account.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 19, 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 his 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/[redacted] had received two $transactions that were made on his RushCard accountOne of the $transactions had settled on the account and the other transaction was in pending statusRushCard employees does not have the access to release pending transaction back onto a customer’s account [redacted] will have to allow the merchant to void or cancel the transaction to be released to the accountThe $transaction was released back 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
October 26, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [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 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
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 complaintRegards, [redacted] Kathy, Thank you for taking the time to return my callI realize your company is doing some upgrade or new trainingI really hope it is to close your call centers in the Philippine’sYou are an American based company and a customer never can speak with an English Speaking representativeI called this morning and you have NO to even speak with a customer service representativeI have a $1,deposit that is just pending and it will take hours for someone to respond to my inquiryThis is unacceptable businessWho is your CEO and your leadership teamI will begin my claims process againI am off from work for four Days, I would love to come to your office and give this incompetent company a piece of mind You need to provide me with your legal address as I am calling my attorney with [redacted] and demanding my moneyYour organization just paid a million dollar fine for holding people’s money Obviously your company did not learn their lesson Your hundred compensation will no longer be available for settlementYour organization caused harm with me last time on vacation and you are doing it againSee you and your Executives in CourtI am not dealing with the stress that your company causes I am going back to my credit Union since your company does not and never has understood what customer service [redacted] ###-###-#### Revdex.com/ [redacted] and the [redacted] City Hall, This organization is up to its tricks againMy account if frozen and no one in America can respond You would think they would learn their after a million I guess not
January 30, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 25, 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 regarding a fraudulent transaction [redacted] stated he needed to update his address for the replacement card to be sent [redacted] states that he has sent in all the documentation for an address change and has not been updated on his account On January 7, [redacted] contacted RushCard customer service to advise of an unauthorized transaction [redacted] advised RushCard that he needed to update his address for the replacement card to be sent [redacted] was advised to update his profile information on his account that he would need to submit a copy of his Driver’s License, Social Security Card and Proof of address As of date all documentation has been receivedThe account profile information for the address have been updated on January 25, and a replacement card has been processed On January 30, a corporate resolutions specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
November 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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 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/.On October 17, 2015, a gas hold transaction for the amount of $was made on [redacted] RushCard accountPer RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be released [redacted] received her funds on the expiration date, October 25, [redacted] was not charged an additional $The preauthorization hold was released and the $settled on the 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