March 19, 2018VIA ONLINE SUBMISSION:Revdex.com 1 E 4th STE 600Cincinnati Ohio 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: March 14, 2018 To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above. ...
UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he contacted RushCard to file a dispute regarding an unauthorized transaction. [redacted] indicates his card was blocked and now he has no access to his funds. [redacted] also states that he has not received his replacement card as of today. On February 19, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] indicated when advised the card would need to be replaced, that he needed to update his address on file. [redacted] stated further that he needed his funds and didn’t want the card to be blocked. Per [redacted] request on March 1, 2018 a replacement card was processed to the address on file of [redacted]. On March 16, 2018 a corporate resolutions specialist contacted [redacted] to advise that his address will need to be updated to receive his replacement card. [redacted] was advised to update his address on file the following documents were needed, a copy of his Driver’s License, Social Security Card and Proof of Address. [redacted] has indicated that he does not have the prior documentation and to return his deposits on file back to his employer. The deposit amounts that were returned were $377.98, $534.97 and $478.21. [redacted] employer will receive the funds in 3-5 business days. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Regards,RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not receive anything yet from the company still waiting.
Regards,
[redacted]
January 6, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 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 Peter Banks on April 22, 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] account has been closed and funds have been moved to a holding account with [redacted]. As part of our transition from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and [redacted] customer service will have to assist further regarding [redacted] funds. On July 10, 2013, [redacted] spoke to a representative from RushCard and was educated to provide copies of identification documentation: valid driver’s license or state ID, a signed social security card and proof of address. [redacted] will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further review. If [redacted] has any questions or concerns regarding access to his funds please contact [redacted] customer service at ###-###-####. We appreciate [redacted] feedback and apologize for any inconvenience and frustration this may have caused. 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. The company did finally issue me a credit on 11/10/2015
Regards,
[redacted]
November 18, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 9, 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 [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working 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 7,
2015, [redacted] contact RushCard customer service to advise that she lost her
card in the month of October, found the card and requested it to be reactivated.
[redacted] was advised by the representative that we cannot reactivate her lost
card and that a replacement card needed to be issued to the address on the
account. On November 13, 2015, a replacement card was issued via expedited
delivery with waiving the $30.00 fee. [redacted] has received and activated her
card. 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
December 16, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 16, 2016 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 he has not gotten the $40.00 for applying for a RushCard and activating it. [redacted] also states that the promotional information he read does not state a cash load was required. [redacted] would like the $40 applied to his RushCard. On December 16, 2016, a RushCard corporate customer service specialist contacted [redacted] and attempted to explain the Refer a friend program. [redacted] stated that Customer Service had already advised him about the program and advised that it was a $30 payout and not $40. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
November 5, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 31, 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. 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. At this time, our system is up and running and [redacted] have access
to his funds and account information. After further research, we have not
received a direct deposit for [redacted]. We encourage [redacted] to contact the
remitter to trace the direct deposit.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 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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
January 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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. [redacted] complaint states that she has not had access to her funds. Further, her complaint states that $700 is missing from her RushCard Goal account. [redacted] attached a screenshot purporting to confirm the $700 account-to-account transfer. While [redacted] complaint is not specific as to when the $700 went missing, we assume that the above complaint centers around an attempted account-to-account transfer on October 13, 2015. This assumption is based on supplementing the CFPB complaint with information from [redacted] Revdex.com complaint. A thorough review of RushCard records indicates that [redacted] had regularly conducted transactions as recently as December 15, 2015. In the last 90 days, the only declined transactions were the result of insufficient funds in [redacted] accounts. According to [redacted] Revdex.com complaint, she attempted to transfer $700 from one of her cards to a virtual RushCard Goal account on October 13. The screenshot [redacted] attached, confirming the transfer, was displayed in error. At all points during October 13, [redacted] had an insufficient balance to transfer $700. On one account, her balance was $206.79 and another, her balance was $6.77. 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] The company Still has not provided a date to when $582.16 will be back into my account. this company system was down for 2 weeks, all I am reading is excuses I just want my HARD EARNED MONEY!!!
You have no right no hold my funds hostage due to your system/technical malfunctions.we all work for our family's how would u feel if u have to tell your kids "no I cant buy this right now" when u worked 75 hours away from them to have what u did have basically taken how would u feel huh?? Yea I thought so,do whats right.We just want what we have earned nothing more nothing less.
August 8, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 2017 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 RushCard is stealing her money off her account and refusing to issue her a card. [redacted] also states she needs a new card and to be able to access her funds. Per the previous response our records indicate that on July 18,2017 [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. On August 3, 2017 RushCard has received and accepted all [redacted] documentation. [redacted] will need to contact RushCard customer service to discuss options for her replacement card delivery. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
October 18, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: October 17, 2016 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 he noticed his RushCard account was blocked on October 12, 2016. [redacted] has also stated that he never received an email or a letter in the mail indicating his account was blocked. As a result, [redacted] indicates he had to cancel his flight and rooming situation due to the card being blocked. On October 12, 2016, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account. The customer was notified via SMS messaging regarding the card status. RushCard required that [redacted] replace his card. On October 12, 2016 the customer contacted RushCard customer service and was advised of this information. A corporate customer service representative attempted to contact [redacted] on October 18, 2016 to advise of this information, and to assist with the remaining funds on the RushCard account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service ..
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
May 4, 2015
We received [redacted] complaint regarding access to her
funds and her blocked card. RushCard logs all customer contact and activity
associated with financial cards.
RushCard’s standard operating procedures
require that we monitor our customer accounts for compliance, suspicious activity,
account take over, fraudulent activity and to protect the integrity of RushCard
as a business and our customer accounts.
In the event verification cannot be
completed we block the card per policy and procedure and we then ask our
member’s to send in additional documents that can validate the identity and
address of the member. We asked [redacted] to supply us with a copy of her
social security card, DL’s/ state ID and proof of address dated within the last
30 days. On 5/5/2015 we have received invalid documents from [redacted]. Ms.
[redacted] will need to provide a clearer copy of her DL’s or State I.D and
social security card. Also, we have not received proof of address dated within
the last 30 days. RushCard needs to validate the identity of the member before
sending the remaining funds via bill payment. Once we receive the proper documentation
a bill payment will be issued to the address on the account.
We
appreciate [redacted] feedback. These 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,
[redacted]
Customer Service Specialist
December 18, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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]. Unirush, LLC which is the program manager for
the Rushcard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources. [redacted] complaint states that she was not able to obtain
a timely resolution for a merchant credit that posted to her account as a debit
instead of a credit. In addition, the complaint indicates that she was not able
to access the funds in her account. Per our previous response, [redacted] filed an unauthorized transaction dispute regarding
a $300.01 charge on her RushCard account. On October 26, 2015, the
RushCard dispute team received a signed unauthorized transaction dispute form
from [redacted]. Per RushCard Cardholder Agreement, the dispute process can
take up to 45 to 90 days to investigate. On November 4, 2015 the
unauthorized transaction dispute was found in [redacted] favor and a final
letter was sent out regarding the outcome of the investigation. On
December 7, 2015, a $25.00 courtesy credit was applied to [redacted] RushCard
account. Records further indicate that [redacted] was able to withdraw the
credited amount from her account on 11/5/2015, and that she conducted
transactions on the account after the courtesy credit was applied.We appreciate [redacted] Marion’s feedback and sincerely apologize
for the inconvenience this has caused. Regards, Corporate Customer Service
February 14, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 10, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # 11610320 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 he was informed by RushCard that a check would be sent to him for the remaining funds on 1/19/17. [redacted] also states that the check was sent to his old address and he was advised that a stop payment would be placed on the check and a new one would be reissued. On February 14, 2017 a RushCard corporate specialist contacted [redacted] to advise him that his check is showing cashed. A copy of the check was sent to [redacted] email address on file. Rushcard considers this issue resolved. We appreciate [redacted] feedback. RushCard, Corporate Customer Service Hello [redacted], Attached is a copy of the cashed check. Please let us know if you have any more questions or concerns.
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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Hello [redacted]a, Please close the above referenced complaint number. We have not other information to provide [redacted]. We have provided her all the information that we have. The product she is referring to [redacted], is a [redacted] product. If you have any questions, please let me know. Thank you,Angela C.RushCardP: ###-###-#### Ext. [redacted]F: ###-###-####
May 27, 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 5/17/2016. 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] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she would like a refund issued to her RushCard account. On May 11, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $29.95 from [redacted]. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. As stated in the initial response, a provisional will not be issued to her RushCard account. A final letter will be sent to the address on the account notifying [redacted] of the resolution as soon as the investigation is completed. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate 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.
Regards,
[redacted]Arcade was resolved in a couple days after we got in touch with you and we want to thank you for all your assistance in this matter I'm glad that your organization was there for us cuz we weren't getting any help before you
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]
[redacted] on August 21, 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
contends that RushCard charged her a $30.00 expedited card fee for a
replacement card. [redacted] also stated that she was unable to cash a bill
payment that was issued.
On July 25, 2015, [redacted] filed an
unauthorized transaction dispute regarding a charge for $43.90 from [redacted].
A customer service representation issued a replacement card via expedited
delivery and a request was forwarded to waive the $30.00 fee. On August 5, 2015,
[redacted] requested to close her account and also waive the $5.95 monthly
fee. On August 6, 2015, a direct deposit
was received and posted to [redacted] account. The monthly fee was refunded as
a onetime courtesy and the remaining funds was issued via bill payment on August
7, 2015. [redacted] contacted RushCard customer service and advised that she
was unable to cash the bill payment. On August 26, 2015, the bill payment was
cashed and the $30.00 expedited card fee was refunded to [redacted] account. A Corporate Customer Service Specialist attempted to contact [redacted]
[redacted] to advise that another bill payment for the $30.00 expedited card fee
was issued to the address on the account. [redacted] will receive the bill
payment within 7-10 business days.
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
March 19, 2018VIA ONLINE SUBMISSION:Revdex.com 1 E 4th STE 600Cincinnati Ohio 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: March 14, 2018 To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above. ...
UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he contacted RushCard to file a dispute regarding an unauthorized transaction. [redacted] indicates his card was blocked and now he has no access to his funds. [redacted] also states that he has not received his replacement card as of today. On February 19, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] indicated when advised the card would need to be replaced, that he needed to update his address on file. [redacted] stated further that he needed his funds and didn’t want the card to be blocked. Per [redacted] request on March 1, 2018 a replacement card was processed to the address on file of [redacted]. On March 16, 2018 a corporate resolutions specialist contacted [redacted] to advise that his address will need to be updated to receive his replacement card. [redacted] was advised to update his address on file the following documents were needed, a copy of his Driver’s License, Social Security Card and Proof of Address. [redacted] has indicated that he does not have the prior documentation and to return his deposits on file back to his employer. The deposit amounts that were returned were $377.98, $534.97 and $478.21. [redacted] employer will receive the funds in 3-5 business days. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Regards,RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I have not receive anything yet from the company still waiting.
Regards,
[redacted]
January 6, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 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 Peter Banks on April 22, 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] account has been closed and funds have been moved to a holding account with [redacted]. As part of our transition from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and [redacted] customer service will have to assist further regarding [redacted] funds. On July 10, 2013, [redacted] spoke to a representative from RushCard and was educated to provide copies of identification documentation: valid driver’s license or state ID, a signed social security card and proof of address. [redacted] will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further review. If [redacted] has any questions or concerns regarding access to his funds please contact [redacted] customer service at ###-###-####. We appreciate [redacted] feedback and apologize for any inconvenience and frustration this may have caused. 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. The company did finally issue me a credit on 11/10/2015
Regards,
[redacted]
November 18, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 9, 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 [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working 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 7,
2015, [redacted] contact RushCard customer service to advise that she lost her
card in the month of October, found the card and requested it to be reactivated.
[redacted] was advised by the representative that we cannot reactivate her lost
card and that a replacement card needed to be issued to the address on the
account. On November 13, 2015, a replacement card was issued via expedited
delivery with waiving the $30.00 fee. [redacted] has received and activated her
card. 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
December 16, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 16, 2016 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 he has not gotten the $40.00 for applying for a RushCard and activating it. [redacted] also states that the promotional information he read does not state a cash load was required. [redacted] would like the $40 applied to his RushCard. On December 16, 2016, a RushCard corporate customer service specialist contacted [redacted] and attempted to explain the Refer a friend program. [redacted] stated that Customer Service had already advised him about the program and advised that it was a $30 payout and not $40. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
November 5, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 31, 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. 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. At this time, our system is up and running and [redacted] have access
to his funds and account information. After further research, we have not
received a direct deposit for [redacted]. We encourage [redacted] to contact the
remitter to trace the direct deposit.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 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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
January 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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. [redacted] complaint states that she has not had access to her funds. Further, her complaint states that $700 is missing from her RushCard Goal account. [redacted] attached a screenshot purporting to confirm the $700 account-to-account transfer. While [redacted] complaint is not specific as to when the $700 went missing, we assume that the above complaint centers around an attempted account-to-account transfer on October 13, 2015. This assumption is based on supplementing the CFPB complaint with information from [redacted] Revdex.com complaint. A thorough review of RushCard records indicates that [redacted] had regularly conducted transactions as recently as December 15, 2015. In the last 90 days, the only declined transactions were the result of insufficient funds in [redacted] accounts. According to [redacted] Revdex.com complaint, she attempted to transfer $700 from one of her cards to a virtual RushCard Goal account on October 13. The screenshot [redacted] attached, confirming the transfer, was displayed in error. At all points during October 13, [redacted] had an insufficient balance to transfer $700. On one account, her balance was $206.79 and another, her balance was $6.77. 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] The company Still has not provided a date to when $582.16 will be back into my account. this company system was down for 2 weeks, all I am reading is excuses I just want my HARD EARNED MONEY!!!
You have no right no hold my funds hostage due to your system/technical malfunctions.we all work for our family's how would u feel if u have to tell your kids "no I cant buy this right now" when u worked 75 hours away from them to have what u did have basically taken how would u feel huh?? Yea I thought so,do whats right.We just want what we have earned nothing more nothing less.
August 8, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 2017 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 RushCard is stealing her money off her account and refusing to issue her a card. [redacted] also states she needs a new card and to be able to access her funds. Per the previous response our records indicate that on July 18,2017 [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. On August 3, 2017 RushCard has received and accepted all [redacted] documentation. [redacted] will need to contact RushCard customer service to discuss options for her replacement card delivery. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
October 18, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number:...
[redacted] Complaint date: October 17, 2016 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 he noticed his RushCard account was blocked on October 12, 2016. [redacted] has also stated that he never received an email or a letter in the mail indicating his account was blocked. As a result, [redacted] indicates he had to cancel his flight and rooming situation due to the card being blocked. On October 12, 2016, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account. The customer was notified via SMS messaging regarding the card status. RushCard required that [redacted] replace his card. On October 12, 2016 the customer contacted RushCard customer service and was advised of this information. A corporate customer service representative attempted to contact [redacted] on October 18, 2016 to advise of this information, and to assist with the remaining funds on the RushCard account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service ..
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
May 4, 2015
We received [redacted] complaint regarding access to her
funds and her blocked card. RushCard logs all customer contact and activity
associated with financial cards.
RushCard’s standard operating procedures
require that we monitor our customer accounts for compliance, suspicious activity,
account take over, fraudulent activity and to protect the integrity of RushCard
as a business and our customer accounts.
In the event verification cannot be
completed we block the card per policy and procedure and we then ask our
member’s to send in additional documents that can validate the identity and
address of the member. We asked [redacted] to supply us with a copy of her
social security card, DL’s/ state ID and proof of address dated within the last
30 days. On 5/5/2015 we have received invalid documents from [redacted]. Ms.
[redacted] will need to provide a clearer copy of her DL’s or State I.D and
social security card. Also, we have not received proof of address dated within
the last 30 days. RushCard needs to validate the identity of the member before
sending the remaining funds via bill payment. Once we receive the proper documentation
a bill payment will be issued to the address on the account.
We
appreciate [redacted] feedback. These 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,
[redacted]
Customer Service Specialist
December 18, 2015VIA ONLINE
SUBMISSION:RevDex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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]. Unirush, LLC which is the program manager for
the Rushcard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources. [redacted] complaint states that she was not able to obtain
a timely resolution for a merchant credit that posted to her account as a debit
instead of a credit. In addition, the complaint indicates that she was not able
to access the funds in her account. Per our previous response, [redacted] filed an unauthorized transaction dispute regarding
a $300.01 charge on her RushCard account. On October 26, 2015, the
RushCard dispute team received a signed unauthorized transaction dispute form
from [redacted]. Per RushCard Cardholder Agreement, the dispute process can
take up to 45 to 90 days to investigate. On November 4, 2015 the
unauthorized transaction dispute was found in [redacted] favor and a final
letter was sent out regarding the outcome of the investigation. On
December 7, 2015, a $25.00 courtesy credit was applied to [redacted] RushCard
account. Records further indicate that [redacted] was able to withdraw the
credited amount from her account on 11/5/2015, and that she conducted
transactions on the account after the courtesy credit was applied.We appreciate [redacted] Marion’s feedback and sincerely apologize
for the inconvenience this has caused. Regards, Corporate Customer Service
February 14, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 10, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # 11610320 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 he was informed by RushCard that a check would be sent to him for the remaining funds on 1/19/17. [redacted] also states that the check was sent to his old address and he was advised that a stop payment would be placed on the check and a new one would be reissued. On February 14, 2017 a RushCard corporate specialist contacted [redacted] to advise him that his check is showing cashed. A copy of the check was sent to [redacted] email address on file. Rushcard considers this issue resolved. We appreciate [redacted] feedback. RushCard, Corporate Customer Service Hello [redacted], Attached is a copy of the cashed check. Please let us know if you have any more questions or concerns.
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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Hello [redacted]a, Please close the above referenced complaint number. We have not other information to provide [redacted]. We have provided her all the information that we have. The product she is referring to [redacted], is a [redacted] product. If you have any questions, please let me know. Thank you,Angela C.RushCardP: ###-###-#### Ext. [redacted]F: ###-###-####
May 27, 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 5/17/2016. 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] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she would like a refund issued to her RushCard account. On May 11, 2016, [redacted] filed an error allegation dispute regarding a transaction in the amount of $29.95 from [redacted]. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. As stated in the initial response, a provisional will not be issued to her RushCard account. A final letter will be sent to the address on the account notifying [redacted] of the resolution as soon as the investigation is completed. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate 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.
Regards,
[redacted]Arcade was resolved in a couple days after we got in touch with you and we want to thank you for all your assistance in this matter I'm glad that your organization was there for us cuz we weren't getting any help before you
August 28, 2015
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]
[redacted] on August 21, 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
contends that RushCard charged her a $30.00 expedited card fee for a
replacement card. [redacted] also stated that she was unable to cash a bill
payment that was issued.
On July 25, 2015, [redacted] filed an
unauthorized transaction dispute regarding a charge for $43.90 from [redacted].
A customer service representation issued a replacement card via expedited
delivery and a request was forwarded to waive the $30.00 fee. On August 5, 2015,
[redacted] requested to close her account and also waive the $5.95 monthly
fee. On August 6, 2015, a direct deposit
was received and posted to [redacted] account. The monthly fee was refunded as
a onetime courtesy and the remaining funds was issued via bill payment on August
7, 2015. [redacted] contacted RushCard customer service and advised that she
was unable to cash the bill payment. On August 26, 2015, the bill payment was
cashed and the $30.00 expedited card fee was refunded to [redacted] account. A Corporate Customer Service Specialist attempted to contact [redacted]
[redacted] to advise that another bill payment for the $30.00 expedited card fee
was issued to the address on the account. [redacted] will receive the bill
payment within 7-10 business days.
We appreciate [redacted] feedback and sincerely
apologize for the inconvenience this has caused.
Tyree T.
Corporate Customer Service