October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] have access to her funds and account information 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
January 6, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] Complaint date: August 18, 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 applied RushCard’s promotional Refer a Friend referral code and has yet to receive his promotional credit of $ [redacted] states he was also eligible for our social share promotional credit of $ [redacted] is requesting a $credit for the Refer a Friend promotion and the Social Share promotion credit of $to be applied to his account From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codesThose promotions (and corresponding codes) are active for a limited timeRushCard records indicate that [redacted] applied for a RushCard on December 5, 2016, not using a Refer a Friend code After review of [redacted] RushCard account, it was determined that he does not qualify for the Refer a Friend payoutOn December & 2016, a RushCard corporate customer service through Social media specialist attempted to explain there was no promotional code received to [redacted] On Dec 22nd a Customer Service agent attempted to contact [redacted] to advise him of this informationA message was left with a callback number We appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service
February 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $ The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched The sender of the funds did decide to cancel the claim and provided RushCard with a written statement requesting cancellationUpon the validation of the written cancellation claim the block was removed from [redacted] RushCard and full access to the account funds were available RushCard further reviewed the inbound call recordings of the calls [redacted] placed at the time of the claim of the unauthorized transfer of funds [redacted] was fully educated of the need to block the cards, in which there was objection to the block It was also confirmed the complainants were fully educated of the timeframes for the cancellation process with no objection Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
June 2, 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 May 27, 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 has not provided an update concerning her error allegation dispute filed on February 25, for multiple charges in the amount of $ [redacted] is requesting to receive the funds in a timely manner.On February 25, [redacted] filed an error allegation dispute regarding multiple charges on her account in the amount of $Due to the type of dispute that [redacted] filed, she was not entitled to a provisional creditOn June 2, 2015, [redacted] error allegation dispute was decided in her favor and a final credit of $was issued to her account A RushCard Corporate Customer Service Specialist contacted [redacted] 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 error allegation dispute has been closed, and as such we consider this matter resolvedWe appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Tyree T.Corporate Customer Service
July 12, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] ***Complaint number: Revdex.com [redacted] Complaint date: July 6, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her pre authorization holds totaling $are being held by RushCard even though the merchant has faxed over the letter RushCard requested to release the hold [redacted] is requesting her funds be released back to her RushCard account as soon as possibleOn July 6, [redacted] contacted RushCard regarding her merchant hold releaseShe spoke to a corporate customer service specialistThe specialist was able to confirm with the merchant that the hold could be releasedThe funds were released back to [redacted] account and she was satisfied with the resolutionRushCard considers this issue resolved We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
I RECEIVED A NEW CARD WHICH MY DISABLITLITY GOVERNMENT BENEFITS WILL BE ISSUED TO YET THE CARD HAS BEEN CANCELLED WITHOUT MY PERMISSIONI HAVE DEPOSITED MONEY ON THIS CARD THIS MORNING AND WHEN I GOT TO THE GAS STATION TO USE IT...THE CARD WOULDN'T WORKI CALLED RUSHCARD CSR NUMBER AND WAS INFORMED THAT ON 9/15/I REQUESTED THIS CARD BE CLOSEDI NEVER REQUESTED THIS CARD BE CLOSED, I REQUESTED THE PREVIOUS CARD ENDING IN [redacted] BE CLOSED AND THE FUNDS BE MAILED TO ME IN A CHECKINSTEAD BOTH CARDS THE ONE I CURRENTLY USE IS CARD ENDING IN [redacted] AND NOW THAT CARD IS CANCELLED AS WELLDesired Outcome: PUT CARD ENDING IN [redacted] BACK IN ACTIVE STATUSI NEVER REQUESTED TO CANCEL, I STATED I WOULD BE LOOKING FOR ANOTHER CARD COMPANY AND NOT CONTINUE TO USE RUSHCARD BECAUSE IT IS TOO MUCH HEADACHES AND FEESHOW KAREN TOOK THAT AS CANCEL ALL MY CARDS IS BEYOND ME BUT THIS NEEDS TO BE FIXED ASAP
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, there unauthorized transactions on her RushCard totaling $she disputed the charges, filed a police report, and return the dispute form; however, provisional credit has yet to be issued to their account Our record indicated on Febuary 28th, [redacted] contacted RushCard to file an unauthorized dispute totaling $2, [redacted] claimed her card had been in her possessionOn March 14, 2017, [redacted] claim was denied due to no error foundWe concluded this was not a counterfeit case
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 2, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 18, 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 30, 2015, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her RushCard accountOn November 10, 2015, RushCard received the signed error allegation dispute form back from [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeThere was no conflict with the conversion and the charge that was made on [redacted] RushCard account.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 RushCard Customer Service
February 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $ The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched RushCard has listened to the call records to review [redacted] complaint It was also confirmed the complainants were fully educated of the timeframes for the cancellation process correct with no objection from either party Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
VIA ONLINE SUBMISSION:Revdex.comAttention: Tina GeersEFourth Street, Suite 600Cincinnati, OH Re: Case Number: [redacted] Consumer Name: [redacted] *** To Whom It May Concern: This letter is in response to the Revdex.com complaint referenced aboveUnirush, LLC, which is the program manager for the [redacted] program, (“ [redacted] ”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] states in her complaint that she received a notice of change in terms and conditions regarding a [redacted] account that is not associated with her or anyone living at her residence address [redacted] She wanted to inquire how a [redacted] account was opened without proper identity checks and verification [redacted] stated in her complaint that she wanted the closure of the [redacted] and explanation as to how this [redacted] was opened under her name [redacted] records indicate that on January 22, 2015, we registered a [redacted] for [redacted] ***I explained to [redacted] on the phone on February 27th and March 1st that our record indicates that the [redacted] was opened when she became employed at [redacted] confirmed that she was employed at [redacted] in I explained to [redacted] that this is the reason there is a [redacted] under her name and that the account was never activated but remained openI provided [redacted] with instructions to close the account properly [redacted] acknowledged that she will follow the instructions and she agreed that the matter has been resolved accordingly UniRush Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information 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
January 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati [redacted] RE: Consumer: [redacted] Complaint number: [redacted] Complaint Date: 1/23/ We received [redacted] complaint regarding her the account was opened on accident and that he had difficulty connecting in to Rush cards customer service line After reviewing [redacted] account, I am showing the account was open and no contact or correspondence had come through to Rush card Upon receiving the complaint Rush card Contacted out that we apologize for the inconvenience of signing up accidentally through a Link that was on [redacted] ***s site Rush card closed the account as of 1/24/ We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, RushCard Customer Service
May 18, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 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 funds were withdrawn from the ATM for the amount of $305.50, and that $was drafted from her RushCard account [redacted] also states that she needs her funds put back into her RushCard account On May 13, [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $ [redacted] was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 16, there are no longer pending charges of $on [redacted] RushCard account In addition, the pending ATM transaction of $has been released on May 18, A corporate customer service specialist contacted [redacted] to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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
October 26, 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 experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly ***er 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 ***er 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 find that this resolution is satisfactory to me Yes I finally got my moneyIm still done with them BC I just did all that and went without for no reasonThen charged me dollars for me to get my own moneyTotal bull crapThank you Revdex.com for finally having corporate call meGood day! Regards, [redacted]
January 11, 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 October 29, 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 account regarding multiple unauthorized transactions [redacted] also stated that she would like full access to her fundsOn January 6, 2016, [redacted] received an ACH debit reversal in the amount of $back onto her accountA final letter has been sent to the address on the account regarding the resolution We look forward to serving [redacted] financial needs in the futureOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, RushCard Corporate Customer Service
We are using our resources through the [redacted] Network in an attempt to recover the funds totaling $However, the Cardholder must make a good faith attempt to resolve with the Merchant before initiating a disputePlease contact the number on the back of your cardor a reasonable resolution to satisfy your claimPlease be advised that the Merchant has up to days to issue a refund from the date of requestIf you are unable to resolve with the Merchant please provide documentation to support your claimDocumentation should include date of call, contact person; method of contact, merchant's response, what was purchased, expected delivery date etcIf we do not hear from you within days we will consider this case resolved and closedWe appreciate your business and value you as a customerIf you have any questions about this matter, please contact the number on the back of your
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to me I had no choice but to wait well they held my money hostage for daysI will never use them again and won't refer themThey have poor customer service agents who laugh at people during this "outage" period Regards, [redacted] ***
October 20, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard worked around the clock to resolve these problems At this time, our system is up and running and [redacted] have access to her funds and account information 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
January 6, VIA ONLINE SUBMISSION: Revdex.com® E4th STE Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] Complaint date: August 18, 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 applied RushCard’s promotional Refer a Friend referral code and has yet to receive his promotional credit of $ [redacted] states he was also eligible for our social share promotional credit of $ [redacted] is requesting a $credit for the Refer a Friend promotion and the Social Share promotion credit of $to be applied to his account From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codesThose promotions (and corresponding codes) are active for a limited timeRushCard records indicate that [redacted] applied for a RushCard on December 5, 2016, not using a Refer a Friend code After review of [redacted] RushCard account, it was determined that he does not qualify for the Refer a Friend payoutOn December & 2016, a RushCard corporate customer service through Social media specialist attempted to explain there was no promotional code received to [redacted] On Dec 22nd a Customer Service agent attempted to contact [redacted] to advise him of this informationA message was left with a callback number We appreciate [redacted] feedbackOur goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service
February 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $ The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched The sender of the funds did decide to cancel the claim and provided RushCard with a written statement requesting cancellationUpon the validation of the written cancellation claim the block was removed from [redacted] RushCard and full access to the account funds were available RushCard further reviewed the inbound call recordings of the calls [redacted] placed at the time of the claim of the unauthorized transfer of funds [redacted] was fully educated of the need to block the cards, in which there was objection to the block It was also confirmed the complainants were fully educated of the timeframes for the cancellation process with no objection Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
June 2, 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 May 27, 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 has not provided an update concerning her error allegation dispute filed on February 25, for multiple charges in the amount of $ [redacted] is requesting to receive the funds in a timely manner.On February 25, [redacted] filed an error allegation dispute regarding multiple charges on her account in the amount of $Due to the type of dispute that [redacted] filed, she was not entitled to a provisional creditOn June 2, 2015, [redacted] error allegation dispute was decided in her favor and a final credit of $was issued to her account A RushCard Corporate Customer Service Specialist contacted [redacted] 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 error allegation dispute has been closed, and as such we consider this matter resolvedWe appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Tyree T.Corporate Customer Service
July 12, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] ***Complaint number: Revdex.com [redacted] Complaint date: July 6, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her pre authorization holds totaling $are being held by RushCard even though the merchant has faxed over the letter RushCard requested to release the hold [redacted] is requesting her funds be released back to her RushCard account as soon as possibleOn July 6, [redacted] contacted RushCard regarding her merchant hold releaseShe spoke to a corporate customer service specialistThe specialist was able to confirm with the merchant that the hold could be releasedThe funds were released back to [redacted] account and she was satisfied with the resolutionRushCard considers this issue resolved We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
I RECEIVED A NEW CARD WHICH MY DISABLITLITY GOVERNMENT BENEFITS WILL BE ISSUED TO YET THE CARD HAS BEEN CANCELLED WITHOUT MY PERMISSIONI HAVE DEPOSITED MONEY ON THIS CARD THIS MORNING AND WHEN I GOT TO THE GAS STATION TO USE IT...THE CARD WOULDN'T WORKI CALLED RUSHCARD CSR NUMBER AND WAS INFORMED THAT ON 9/15/I REQUESTED THIS CARD BE CLOSEDI NEVER REQUESTED THIS CARD BE CLOSED, I REQUESTED THE PREVIOUS CARD ENDING IN [redacted] BE CLOSED AND THE FUNDS BE MAILED TO ME IN A CHECKINSTEAD BOTH CARDS THE ONE I CURRENTLY USE IS CARD ENDING IN [redacted] AND NOW THAT CARD IS CANCELLED AS WELLDesired Outcome: PUT CARD ENDING IN [redacted] BACK IN ACTIVE STATUSI NEVER REQUESTED TO CANCEL, I STATED I WOULD BE LOOKING FOR ANOTHER CARD COMPANY AND NOT CONTINUE TO USE RUSHCARD BECAUSE IT IS TOO MUCH HEADACHES AND FEESHOW KAREN TOOK THAT AS CANCEL ALL MY CARDS IS BEYOND ME BUT THIS NEEDS TO BE FIXED ASAP
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, there unauthorized transactions on her RushCard totaling $she disputed the charges, filed a police report, and return the dispute form; however, provisional credit has yet to be issued to their account Our record indicated on Febuary 28th, [redacted] contacted RushCard to file an unauthorized dispute totaling $2, [redacted] claimed her card had been in her possessionOn March 14, 2017, [redacted] claim was denied due to no error foundWe concluded this was not a counterfeit case
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 2, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 18, 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 30, 2015, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her RushCard accountOn November 10, 2015, RushCard received the signed error allegation dispute form back from [redacted] As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeThere was no conflict with the conversion and the charge that was made on [redacted] RushCard account.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 RushCard Customer Service
February 9, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $ The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched RushCard has listened to the call records to review [redacted] complaint It was also confirmed the complainants were fully educated of the timeframes for the cancellation process correct with no objection from either party Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
VIA ONLINE SUBMISSION:Revdex.comAttention: Tina GeersEFourth Street, Suite 600Cincinnati, OH Re: Case Number: [redacted] Consumer Name: [redacted] *** To Whom It May Concern: This letter is in response to the Revdex.com complaint referenced aboveUnirush, LLC, which is the program manager for the [redacted] program, (“ [redacted] ”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] states in her complaint that she received a notice of change in terms and conditions regarding a [redacted] account that is not associated with her or anyone living at her residence address [redacted] She wanted to inquire how a [redacted] account was opened without proper identity checks and verification [redacted] stated in her complaint that she wanted the closure of the [redacted] and explanation as to how this [redacted] was opened under her name [redacted] records indicate that on January 22, 2015, we registered a [redacted] for [redacted] ***I explained to [redacted] on the phone on February 27th and March 1st that our record indicates that the [redacted] was opened when she became employed at [redacted] confirmed that she was employed at [redacted] in I explained to [redacted] that this is the reason there is a [redacted] under her name and that the account was never activated but remained openI provided [redacted] with instructions to close the account properly [redacted] acknowledged that she will follow the instructions and she agreed that the matter has been resolved accordingly UniRush Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information 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
January 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati [redacted] RE: Consumer: [redacted] Complaint number: [redacted] Complaint Date: 1/23/ We received [redacted] complaint regarding her the account was opened on accident and that he had difficulty connecting in to Rush cards customer service line After reviewing [redacted] account, I am showing the account was open and no contact or correspondence had come through to Rush card Upon receiving the complaint Rush card Contacted out that we apologize for the inconvenience of signing up accidentally through a Link that was on [redacted] ***s site Rush card closed the account as of 1/24/ We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, RushCard Customer Service
May 18, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 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 funds were withdrawn from the ATM for the amount of $305.50, and that $was drafted from her RushCard account [redacted] also states that she needs her funds put back into her RushCard account On May 13, [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $ [redacted] was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 16, there are no longer pending charges of $on [redacted] RushCard account In addition, the pending ATM transaction of $has been released on May 18, A corporate customer service specialist contacted [redacted] to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 2, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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
October 26, 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 experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly ***er 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 ***er 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 find that this resolution is satisfactory to me Yes I finally got my moneyIm still done with them BC I just did all that and went without for no reasonThen charged me dollars for me to get my own moneyTotal bull crapThank you Revdex.com for finally having corporate call meGood day! Regards, [redacted]
January 11, 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 October 29, 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 account regarding multiple unauthorized transactions [redacted] also stated that she would like full access to her fundsOn January 6, 2016, [redacted] received an ACH debit reversal in the amount of $back onto her accountA final letter has been sent to the address on the account regarding the resolution We look forward to serving [redacted] financial needs in the futureOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, RushCard Corporate Customer Service
We are using our resources through the [redacted] Network in an attempt to recover the funds totaling $However, the Cardholder must make a good faith attempt to resolve with the Merchant before initiating a disputePlease contact the number on the back of your cardor a reasonable resolution to satisfy your claimPlease be advised that the Merchant has up to days to issue a refund from the date of requestIf you are unable to resolve with the Merchant please provide documentation to support your claimDocumentation should include date of call, contact person; method of contact, merchant's response, what was purchased, expected delivery date etcIf we do not hear from you within days we will consider this case resolved and closedWe appreciate your business and value you as a customerIf you have any questions about this matter, please contact the number on the back of your
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to me I had no choice but to wait well they held my money hostage for daysI will never use them again and won't refer themThey have poor customer service agents who laugh at people during this "outage" period Regards, [redacted] ***