January 9, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E 4th Ste. 600Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: January 4, 2017 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. [redacted] states in her complaint that she had a charge for 52.33 from [redacted] on her RushCard account. [redacted] indicates she does not have an account with [redacted] wants a refund for the transaction. RushCard has reviewed [redacted] account. The account does not reflect a [redacted] transaction. [redacted] will need to determine the correct transaction details to file a dispute for the transaction. On January 9, 2017 a corporate resolution specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. RushCard Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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. RushCard
experienced a significant service interruption on Monday, October 12, 2015 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, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: Thisletter is in response to the attached complaint, Case No. [redacted], which the Revdex.com®(“Revdex.com”) received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCard takes customercomplaints seriously and strives to provide quality customer service whiledutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to Ms. [redacted]’ account for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting...
customer identities and resources. In [redacted] complaint, he states, on 9/29/2017 fraud transactions posted to his RushCard account, which he then disputed, in result his claim got denied. He is requesting a refund. On September 30, 2017, [redacted] contacted RushCard to dispute PIN and Non-PIN transactions. In his subsequent dispute form, he claimed his card was in possession and his pin was memorized and written on the back of the card. Based on the above review of transaction-level information, [redacted] claim was denied as no errors were found and the transactions appeared authorized. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
September 12, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 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 [redacted], on September 9, 2016. 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 she received a direct deposit and RushCard is holding her direct deposit. [redacted] would like to have her money released and made available to her. On September 9, 2016 RushCard received a direct deposit to [redacted] account. Since the direct deposit was over our card load limit of $10,000.00 additional documentation was required from [redacted]. On September 9, 2016 we requested [redacted] submit for review identification documentation (copies of driver’s license or state identification card, social security card) and letter from the remitter validating the deposit amount as well as the address on the account. We show we received all required documentation requested on 9/9/2016 and processed [redacted] direct deposit. [redacted] direct deposit has been made available and we show [redacted] is using her RushCard account with no restrictions. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Sincerely, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 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, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
September 23, 2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
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 [redacted], on September 11, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
In response to [redacted] rebuttal a check was sent on September
18, 2015. The timeframe for receipt of that check is 7-10 business days. We unsuccessfully attempted to contact Mr.
Miller on September 22 for an update.
In regards to [redacted] loss, RushCard has determined
that appropriate verification process was followed.
We appreciate [redacted] situation
and understand the stress identity theft can cause. We are dedicated to
our customer** security and have taken the necessary steps to resolve the disputed
transactions in question.
At this point RushCard considers the
matter resolved.
Sincerely,
Kathy R.
Corporate Customer Service
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, [redacted] received two direct deposits in the amount of $100.00 on October 15, 2015 and the other on October 17, 2015. [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, 2015 was debited from the account. [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Dear Revdex.com,Please list this company as unresponsive and close the complaint. This company has not tried to contact me, nor resolved the complaint. I feel my only option is to escalate this to the next level such as the FDIC or other banking agencies.Thank you for your help.[redacted]
March 27, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 2017 To Whom It May Concern: This letter is in response to the rebuttal 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] complaints acknowledges that her husband spoke to a RushCard corporate specialist, however, she thinks that resolution provided was not acceptable. Our records indicate that On March 17, 2017 a Rushcard corporate specialist contacted [redacted] and advised him that a clearer copy of his ID was needed to resolve the issue. To date we have not received this information. RushCard has attempted to work with [redacted] to resolve the issue. We look forward to [redacted] providing the information required for a speedy satisfactorily resolution. We appreciate [redacted] feedback. RushCard,
April 4,2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
[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 April 1, 2017. 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 she was charged ATM withdrawal fees of $2.50 and 5 ATM fees of $.50 each. [redacted] would like a refund for the ATM fees due to the transactions were in network. On April 4, 2017, a corporate customer service representative attempted to contact [redacted] to obtain additional information regarding the ATM fees. A detailed message was left for [redacted] at the phone number of (336) 486-3581 for a call back regarding this matter. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
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 [redacted],
on June 25, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted]’ complaint
states that she has not received her funds from an error allegation dispute
filed on June 4, 2015 in the amount of $38.80. [redacted] also stated that
RushCard closed her account and requests for her account to be reopened.
Per response, On June 16, 2015, [redacted]’ RushCard account was permanently closed in
accordance to RushCard terms and conditions.
[redacted] was refunded the error allegation dispute charge on June
25, 2015. On June 29, 2015 a $500.00 provisional credit was reversed from [redacted] account which caused the account to go into a negative status and
debited the dispute charge. The error allegation dispute has been final and
[redacted]’ will receive a letter in the mail regarding the outcome of the
dispute. On July 1, 2015 a RushCard Customer Service Specialist contacted [redacted] and advised her of this information.
We appreciate [redacted]’ feedback and continue to review our
processes to assure customer protection and convenience.
November 18, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 11, 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, 2015 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. 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, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 16,
2015, RushCard has posted [redacted] direct deposit to her account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 12, 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, 2015 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. 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, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 17,
2015, a $500.00 cash deposit was received and posted to [redacted] RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 27, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 27, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number 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 she nor her friend has received the $30.00 for the Refer a Friend program. [redacted] also states that she met all the qualifications and wants her $60 for the promotion. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. (i) not be a current RushCard cardholder, (ii) provide the referral ID of the referring cardholder when applying for a card, (iii) set a PIN for his/her new card, and (iv) make a Qualifying Load of funds at least equal to the One-Time Card Fee. Qualifying Load must be made via ACH credit, cash load, or Ingo check deposit. As disclosed in our marketing materials, to qualify for a Refer a Friend promotion, the referred friend must: Our records indicate that [redacted] friend that she referred did not meet all the qualifiers for the Refer a Friend promotion. On November 27, 2017 a corporate resolution specialist contacted [redacted] to advise her of this information. A detailed message was left on what the referee can do so the credit can be applied. Left contact information for a callback. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Thank you for the explanation. I truly appreciate it.
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.
Regards,
[redacted]
The Revdex.com7 W Seventh St, Suite 1600Cincinnati Ohio 45202-2468 RE: [redacted] May6, 2015 Wereceived [redacted] complaint regarding her funds and the level of customerservice received. RushCard logs all customer contact and activity associatedwith financial cards. Icompletely understand [redacted] wanting her account to be back to a $0.00balance prior to her next deposit posting to the account. Unfortunately, nocredit will be issued to the account since these are valid transactions. Thetext alerts that are sent to all cardholders are based on the current availablebalance at the time of the alert. Since the funds were released back to theaccount on 4/24/2015, the funds were technically available, but there was noload to the account. As previously stated, transactions usually settle withintwo business days of the hold being reversed, in this case, it was not settleduntil 4/29/2015. Since[redacted] removed the funds prior to allowing the transactions to settle, ithas forced the account negative. [redacted] will need to load the funds inorder to rectify the negative balance. Wesincerely apologize for the inconvenience and confusion this may have caused. Weappreciate [redacted] feedback. These types of issues go directly againstour mission of access and inclusion for everyone and we look to be clearer andavoid similar problems for all of our customers. Regards, [redacted]CustomerService Specialist Tell us why here...
March 1, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint # [redacted]
...
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to
the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
on February 24, 2016. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint contends
that he loaded funds to his RushCard and was charged a loading fee. [redacted] also stated he would like the
loading fee of $4.95 credited back to his RushCard.
On February 7, 2016, [redacted] loaded funds on to the
RushCard in the amount of $28.00. Mr.
Powell contacted RushCard customer service on February 7, 2016 to advise he was
charged a fee to load funds. The
customer service representative educated [redacted] that the $4.95 fee was charged
by the vendor. Per RushCard Cardholder Agreement,
RushCard is unable to credit back loading fees that were charged by the
vendor. On March 1, 2016, a corporate
customer service specialist attempted to contact [redacted] to discuss his account.
We appreciate [redacted]’s feedback
and sincerely apologize for
the inconvenience this has caused our customer.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. No because I need my money from this business and they didn't respond to my questions that I'm concerned about and I thought that you're company would've helped me out here at least. But I guess I gotta look further into another company like consumers . call me regarding this matter please ###-###-#### please
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have called [redacted] 7xs now! I keep getting hung up on; as I do NOT have an account with them!I had an agent from Rushcard make a 3 way call, and we got hung up on! I don't know why, after Being a loyal customer since 2011 I would have to go through this over 50 stinkin dollars! MY ACCOUNT WAS HACKED! They know it and they won't help! I paid a [redacted]s cable bill andI have no clue who it is! [redacted] will NOT speak to me as I've said 100+ times now! I had no ideathey allowed hacking and would do NOTHING to help a loyal customer! Revdex.com-- what do I need to do? Hire an attorney? This going back and forth is getting us nowhere! But, I will get my money back one way or another!
Regards,
[redacted]
January 9, 2017 VIA ONLINE SUBMISSION:Revdex.com 1 E 4th Ste. 600Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: January 4, 2017 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. [redacted] states in her complaint that she had a charge for 52.33 from [redacted] on her RushCard account. [redacted] indicates she does not have an account with [redacted] wants a refund for the transaction. RushCard has reviewed [redacted] account. The account does not reflect a [redacted] transaction. [redacted] will need to determine the correct transaction details to file a dispute for the transaction. On January 9, 2017 a corporate resolution specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. RushCard Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 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. RushCard
experienced a significant service interruption on Monday, October 12, 2015 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, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: Thisletter is in response to the attached complaint, Case No. [redacted], which the Revdex.com®(“Revdex.com”) received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCard takes customercomplaints seriously and strives to provide quality customer service whiledutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to Ms. [redacted]’ account for the inconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting...
customer identities and resources. In [redacted] complaint, he states, on 9/29/2017 fraud transactions posted to his RushCard account, which he then disputed, in result his claim got denied. He is requesting a refund. On September 30, 2017, [redacted] contacted RushCard to dispute PIN and Non-PIN transactions. In his subsequent dispute form, he claimed his card was in possession and his pin was memorized and written on the back of the card. Based on the above review of transaction-level information, [redacted] claim was denied as no errors were found and the transactions appeared authorized. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
September 12, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 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 [redacted], on September 9, 2016. 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 she received a direct deposit and RushCard is holding her direct deposit. [redacted] would like to have her money released and made available to her. On September 9, 2016 RushCard received a direct deposit to [redacted] account. Since the direct deposit was over our card load limit of $10,000.00 additional documentation was required from [redacted]. On September 9, 2016 we requested [redacted] submit for review identification documentation (copies of driver’s license or state identification card, social security card) and letter from the remitter validating the deposit amount as well as the address on the account. We show we received all required documentation requested on 9/9/2016 and processed [redacted] direct deposit. [redacted] direct deposit has been made available and we show [redacted] is using her RushCard account with no restrictions. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Sincerely, RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 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, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
September 23, 2015
VIA ONLINE SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
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 [redacted], on September 11, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
In response to [redacted] rebuttal a check was sent on September
18, 2015. The timeframe for receipt of that check is 7-10 business days. We unsuccessfully attempted to contact Mr.
Miller on September 22 for an update.
In regards to [redacted] loss, RushCard has determined
that appropriate verification process was followed.
We appreciate [redacted] situation
and understand the stress identity theft can cause. We are dedicated to
our customer** security and have taken the necessary steps to resolve the disputed
transactions in question.
At this point RushCard considers the
matter resolved.
Sincerely,
Kathy R.
Corporate Customer Service
December 24, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per previous response, [redacted] received two direct deposits in the amount of $100.00 on October 15, 2015 and the other on October 17, 2015. [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, 2015 was debited from the account. [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard account. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Dear Revdex.com,Please list this company as unresponsive and close the complaint. This company has not tried to contact me, nor resolved the complaint. I feel my only option is to escalate this to the next level such as the FDIC or other banking agencies.Thank you for your help.[redacted]
March 27, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, 2017 To Whom It May Concern: This letter is in response to the rebuttal 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] complaints acknowledges that her husband spoke to a RushCard corporate specialist, however, she thinks that resolution provided was not acceptable. Our records indicate that On March 17, 2017 a Rushcard corporate specialist contacted [redacted] and advised him that a clearer copy of his ID was needed to resolve the issue. To date we have not received this information. RushCard has attempted to work with [redacted] to resolve the issue. We look forward to [redacted] providing the information required for a speedy satisfactorily resolution. We appreciate [redacted] feedback. RushCard,
April 4,2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
[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 April 1, 2017. 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 she was charged ATM withdrawal fees of $2.50 and 5 ATM fees of $.50 each. [redacted] would like a refund for the ATM fees due to the transactions were in network. On April 4, 2017, a corporate customer service representative attempted to contact [redacted] to obtain additional information regarding the ATM fees. A detailed message was left for [redacted] at the phone number of (336) 486-3581 for a call back regarding this matter. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
July 1,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
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 [redacted],
on June 25, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted]’ complaint
states that she has not received her funds from an error allegation dispute
filed on June 4, 2015 in the amount of $38.80. [redacted] also stated that
RushCard closed her account and requests for her account to be reopened.
Per response, On June 16, 2015, [redacted]’ RushCard account was permanently closed in
accordance to RushCard terms and conditions.
[redacted] was refunded the error allegation dispute charge on June
25, 2015. On June 29, 2015 a $500.00 provisional credit was reversed from [redacted] account which caused the account to go into a negative status and
debited the dispute charge. The error allegation dispute has been final and
[redacted]’ will receive a letter in the mail regarding the outcome of the
dispute. On July 1, 2015 a RushCard Customer Service Specialist contacted [redacted] and advised her of this information.
We appreciate [redacted]’ feedback and continue to review our
processes to assure customer protection and convenience.
Tyree T.
Corporate Customer Service
November 18, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 11, 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, 2015 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. 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, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 16,
2015, RushCard has posted [redacted] direct deposit to her account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 19, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 12, 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, 2015 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. 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, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On November 17,
2015, a $500.00 cash deposit was received and posted to [redacted] RushCard
account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 27, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 27, 2017 To Whom It May Concern: This letter is in response to the consumer complaint number 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 she nor her friend has received the $30.00 for the Refer a Friend program. [redacted] also states that she met all the qualifications and wants her $60 for the promotion. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. (i) not be a current RushCard cardholder, (ii) provide the referral ID of the referring cardholder when applying for a card, (iii) set a PIN for his/her new card, and (iv) make a Qualifying Load of funds at least equal to the One-Time Card Fee. Qualifying Load must be made via ACH credit, cash load, or Ingo check deposit. As disclosed in our marketing materials, to qualify for a Refer a Friend promotion, the referred friend must: Our records indicate that [redacted] friend that she referred did not meet all the qualifiers for the Refer a Friend promotion. On November 27, 2017 a corporate resolution specialist contacted [redacted] to advise her of this information. A detailed message was left on what the referee can do so the credit can be applied. Left contact information for a callback. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Thank you for the explanation. I truly appreciate it.
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.
Regards,
[redacted]
The Revdex.com7 W Seventh St, Suite 1600Cincinnati Ohio 45202-2468 RE: [redacted] May6, 2015 Wereceived [redacted] complaint regarding her funds and the level of customerservice received. RushCard logs all customer contact and activity associatedwith financial cards. Icompletely understand [redacted] wanting her account to be back to a $0.00balance prior to her next deposit posting to the account. Unfortunately, nocredit will be issued to the account since these are valid transactions. Thetext alerts that are sent to all cardholders are based on the current availablebalance at the time of the alert. Since the funds were released back to theaccount on 4/24/2015, the funds were technically available, but there was noload to the account. As previously stated, transactions usually settle withintwo business days of the hold being reversed, in this case, it was not settleduntil 4/29/2015. Since[redacted] removed the funds prior to allowing the transactions to settle, ithas forced the account negative. [redacted] will need to load the funds inorder to rectify the negative balance. Wesincerely apologize for the inconvenience and confusion this may have caused. Weappreciate [redacted] feedback. These types of issues go directly againstour mission of access and inclusion for everyone and we look to be clearer andavoid similar problems for all of our customers. Regards, [redacted]CustomerService Specialist Tell us why here...
March 1, 2016
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint # [redacted]
...
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to
the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
on February 24, 2016. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted] complaint contends
that he loaded funds to his RushCard and was charged a loading fee. [redacted] also stated he would like the
loading fee of $4.95 credited back to his RushCard.
On February 7, 2016, [redacted] loaded funds on to the
RushCard in the amount of $28.00. Mr.
Powell contacted RushCard customer service on February 7, 2016 to advise he was
charged a fee to load funds. The
customer service representative educated [redacted] that the $4.95 fee was charged
by the vendor. Per RushCard Cardholder Agreement,
RushCard is unable to credit back loading fees that were charged by the
vendor. On March 1, 2016, a corporate
customer service specialist attempted to contact [redacted] to discuss his account.
We appreciate [redacted]’s feedback
and sincerely apologize for
the inconvenience this has caused our customer.
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. No because I need my money from this business and they didn't respond to my questions that I'm concerned about and I thought that you're company would've helped me out here at least. But I guess I gotta look further into another company like consumers . call me regarding this matter please ###-###-#### please
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I have called [redacted] 7xs now! I keep getting hung up on; as I do NOT have an account with them!I had an agent from Rushcard make a 3 way call, and we got hung up on! I don't know why, after Being a loyal customer since 2011 I would have to go through this over 50 stinkin dollars! MY ACCOUNT WAS HACKED! They know it and they won't help! I paid a [redacted]s cable bill andI have no clue who it is! [redacted] will NOT speak to me as I've said 100+ times now! I had no ideathey allowed hacking and would do NOTHING to help a loyal customer! Revdex.com-- what do I need to do? Hire an attorney? This going back and forth is getting us nowhere! But, I will get my money back one way or another!
Regards,
[redacted]