November 12, 2015 VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: November 4, 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. 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 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 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
December 6, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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 [redacted] on November 29, 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 attempted to make a purchase with the RushCard and her transaction would not go through. [redacted] states she contacted RushCard and was advised her account was closed and that the funds would be sent to her. [redacted] also states she cannot wait to have access to her funds. On November 29, 2017 [redacted] account was closed due to a Bank closure. Due to the terms and conditions RushCard may close and account at any time for any reason. The remaining funds of $1153.41 was sent to [redacted] in the form of a billpay check. On December 6, 2017 a RushCard corporate customer service specialist contacted [redacted] to advise of this information. If [redacted] has additional questions, she may contact RushCard customer service at 1-866-RUSHCARD (###-###-####). Regards, Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per Response, RushCard
worked around the clock to resolve these problems. At this time, our system is up and running
and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. 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
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. I would also like to say that [redacted] was very helpful in this process and I appreciate RushCard and her immediate attention to this matter. The reimbursement of $72 was immediately applied to my account.Thank you Revdex.com for your assistance on this matter.
Regards,
[redacted]
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, 2016. The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $970.00. [redacted] claimed that his card had been in his possession the whole time. He said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge. [redacted] stated he never signed up for an online account. On July 14th, 2016, [redacted] claim was denied for conclusive evidence. For the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number. [redacted] can reach out to us with any details in regards to this issue. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter. Regards, RushCard Corporate Customer Service
December 28, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 26, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states she was charged for ATM fees and her account was blocked without her consent. [redacted] also stated that she would like for a check mailed or deposited to her current bank account as long as she receives her money back. On December 3rd & 8th, 2015, [redacted] contacted RushCard customer service and advised that ATM fees were being charged to her account after using [redacted] locations. On December 9, 2015, [redacted] account indicates that the ATM fees were refunded back to her account. On December 10, 2015, a new card was issued due to card being blocked. On December 24, 2015, [redacted] Dungan was advised that due to the status of the card, a new account would need to be opened or a bill payment for the balance on the account needed to be issued. Per [redacted] request, the account has been closed and a bill payment in the amount of $18.57 was issued to the address on the account on December 28, 2015. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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. At
this time, our system is up and running and cardholders have access to their funds
and account information. On October 20, 2015, three
card to card transfers were made on [redacted] RushCard account to a third
party’s RushCard account. Due to security purposes, RushCard employees do
not have access or authority to process card to card transfers on a customer’s
behalf. On October 30, 2015, [redacted] contact RushCard customer service and
was advise that he can file a card to card transfer dispute for further investigation.
[redacted] refused to file a dispute regarding the unauthorized card to card
transfers. 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
August 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 19, 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]omplaint contends that RushCard transfer option is currently not working and she is not able to transfer her funds from her goals account to her RushCard account. [redacted] also states she would like a written explanation and compensation for late fees. Our records indicate that [redacted] contacted RushCard customer service 8/18/19 and stated she was not able to transfer funds from her goals account to her RushCard account. The agent advised that there is a system update occurring. We are aware that feature was temporarily unavailable and was corrected on 8/19/17. On 8/22/17 a RushCard corporate resolution specialist attempted to contact [redacted] to advise her that the transfer option was now available. A detailed message was left for a callback. On 8/23/17 a corporate resolution specialist contacted [redacted] and advised her that the transfer option from her goals account was available and provided the folder option to process the transfer online. We apologized for the inconvenience. [redacted] indicated this was not satisfactory and she would be pursuing other avenues. We appreciate [redacted]’s feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
December 14, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 12, 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 she has not gotten the $30.00 for the Refer a Friend program. [redacted] also states that she is owed as well the $23.00 she spent to make sure her referrals were qualified for the offer. Per previous response on December 12, 2016, a RushCard corporate customer service specialist contacted [redacted] regarding the Refer a friend program. [redacted] was advised that the Refer a Friend Program can take up to 30 days to payout. We do apologize for the inconvenience this may have caused although this is the time frame for the payout of the program. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Febuary 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
11968810 Complaint date: February 2, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # 11968810 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 had unauthorized funds come from the merchant [redacted] for two transactions of $104.84 and $0.93. Additionally, [redacted] had the card replaced due to the compromise. [redacted] though requested a [redacted] request for 500.00 to be done through [redacted]. [redacted] also comes to the point that she requested the [redacted] several times through February 2nd and 6th to get more ideas On February 4th and 6th, 2017 we attempted to contact out to [redacted] to determine more info about doing a [redacted] request and Ms [redacted] was not available at ###-###-####. February 6th upon checking on the customer’s account again to do a [redacted] request [redacted] had already moved her funds. The secondary complaint issue about the ability for someone to take funds from an account. The only way a merchant can take funds and do a purchase is for them to receive the card information that Rush Card has provided to [redacted]. So when transactions are made through the Payment Card Industry with [redacted] information we believe those transactions to be hers, unless [redacted] believed her account to be exposed and contacted Rush card prior we would have no indication that her Personal Card Information we have provided to her was exposed. Though [redacted] did contact Rush card and identify the transactions that when she noticed were not hers and is now during a dispute to reclaim those funds. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
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
Revdex.com:The issue has been resolved........ The funds were released on :10/21/2015
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]
Dear Cardholder,This letter is to inform you that we have made a final determination regarding the claimreferenced above.Based on our investigation, we have concluded an error occurred. As a result, credit in theamount of $ 385.90 was posted to your account on January 12, 2017 and any applicable...
fee(s) have been reversed. This is considered permanent and we have closed this dispute case.We apologize for any inconvenience this may have caused you.If you have any questions, please contact the number on the back of your card.Sincerely,
We have attempted to contact this customer several times to explain that there is no credit due. There is no additional information to provide. [redacted] is welcome to contact us if he has any questions. Thank you. Kathy R., Customer Service SpecialistDirect: ###-###-#### Option 1Fax: ###-###-####[redacted]UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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
Dear [redacted], Thank you for contacting us regarding the claim referenced above. This letter is to inform you that we have provisionally credited your account as of September 13, 2016 in the amount listed above. This temporary credit is being provided while we investigate your claim. It may take up to 45 days to investigate the complaint or question. For errors involving new accounts point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. You will have full use of these funds while we complete our investigation. The results of the investigation will be communicated to you in writing within 3 business days after completing our investigation. If your claim is denied, the provisional credit(s) will be reversed and your account will be debited for the amount. You will be notified if this occurs. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The system is not operational. I am still unable to transfer money from my rush goals and direct deposits are going in late. I also missed work due to the system upgrade which is still underway.
Regards,
[redacted]
November 12, 2015 VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: November 4, 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. 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 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 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
December 6, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati 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 [redacted] on November 29, 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 attempted to make a purchase with the RushCard and her transaction would not go through. [redacted] states she contacted RushCard and was advised her account was closed and that the funds would be sent to her. [redacted] also states she cannot wait to have access to her funds. On November 29, 2017 [redacted] account was closed due to a Bank closure. Due to the terms and conditions RushCard may close and account at any time for any reason. The remaining funds of $1153.41 was sent to [redacted] in the form of a billpay check. On December 6, 2017 a RushCard corporate customer service specialist contacted [redacted] to advise of this information. If [redacted] has additional questions, she may contact RushCard customer service at 1-866-RUSHCARD (###-###-####). Regards, Corporate Customer Service
November 10, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per Response, RushCard
worked around the clock to resolve these problems. At this time, our system is up and running
and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. 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
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. I would also like to say that [redacted] was very helpful in this process and I appreciate RushCard and her immediate attention to this matter. The reimbursement of $72 was immediately applied to my account.Thank you Revdex.com for your assistance on this matter.
Regards,
[redacted]
On June 29th, 2016, [redacted] contacted RushCard to file a dispute on two card-to-card transfers that occurred on June 29th, 2016. The first card to card transfer was for $550.00, and the second card to card transfer was for $420.00; totaling $970.00. [redacted] claimed that his card had been in his possession the whole time. He said he does not know the receiver of the fund, and how they were able to process the transfer without his knowledge. [redacted] stated he never signed up for an online account. On July 14th, 2016, [redacted] claim was denied for conclusive evidence. For the online account to be set up to initiate a card to card transfer, perpetrators would need [redacted] card numbers, card expiration date, CVV code, and his social security number. [redacted] can reach out to us with any details in regards to this issue. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide upon this letter. Regards, RushCard Corporate Customer Service
December 28, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: December 26, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states she was charged for ATM fees and her account was blocked without her consent. [redacted] also stated that she would like for a check mailed or deposited to her current bank account as long as she receives her money back. On December 3rd & 8th, 2015, [redacted] contacted RushCard customer service and advised that ATM fees were being charged to her account after using [redacted] locations. On December 9, 2015, [redacted] account indicates that the ATM fees were refunded back to her account. On December 10, 2015, a new card was issued due to card being blocked. On December 24, 2015, [redacted] Dungan was advised that due to the status of the card, a new account would need to be opened or a bill payment for the balance on the account needed to be issued. Per [redacted] request, the account has been closed and a bill payment in the amount of $18.57 was issued to the address on the account on December 28, 2015. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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. At
this time, our system is up and running and cardholders have access to their funds
and account information. On October 20, 2015, three
card to card transfers were made on [redacted] RushCard account to a third
party’s RushCard account. Due to security purposes, RushCard employees do
not have access or authority to process card to card transfers on a customer’s
behalf. On October 30, 2015, [redacted] contact RushCard customer service and
was advise that he can file a card to card transfer dispute for further investigation.
[redacted] refused to file a dispute regarding the unauthorized card to card
transfers. 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
August 23, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 19, 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]omplaint contends that RushCard transfer option is currently not working and she is not able to transfer her funds from her goals account to her RushCard account. [redacted] also states she would like a written explanation and compensation for late fees. Our records indicate that [redacted] contacted RushCard customer service 8/18/19 and stated she was not able to transfer funds from her goals account to her RushCard account. The agent advised that there is a system update occurring. We are aware that feature was temporarily unavailable and was corrected on 8/19/17. On 8/22/17 a RushCard corporate resolution specialist attempted to contact [redacted] to advise her that the transfer option was now available. A detailed message was left for a callback. On 8/23/17 a corporate resolution specialist contacted [redacted] and advised her that the transfer option from her goals account was available and provided the folder option to process the transfer online. We apologized for the inconvenience. [redacted] indicated this was not satisfactory and she would be pursuing other avenues. We appreciate [redacted]’s feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
December 14, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 12, 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 she has not gotten the $30.00 for the Refer a Friend program. [redacted] also states that she is owed as well the $23.00 she spent to make sure her referrals were qualified for the offer. Per previous response on December 12, 2016, a RushCard corporate customer service specialist contacted [redacted] regarding the Refer a friend program. [redacted] was advised that the Refer a Friend Program can take up to 30 days to payout. We do apologize for the inconvenience this may have caused although this is the time frame for the payout of the program. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Febuary 6, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
11968810 Complaint date: February 2, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # 11968810 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 had unauthorized funds come from the merchant [redacted] for two transactions of $104.84 and $0.93. Additionally, [redacted] had the card replaced due to the compromise. [redacted] though requested a [redacted] request for 500.00 to be done through [redacted]. [redacted] also comes to the point that she requested the [redacted] several times through February 2nd and 6th to get more ideas On February 4th and 6th, 2017 we attempted to contact out to [redacted] to determine more info about doing a [redacted] request and Ms [redacted] was not available at ###-###-####. February 6th upon checking on the customer’s account again to do a [redacted] request [redacted] had already moved her funds. The secondary complaint issue about the ability for someone to take funds from an account. The only way a merchant can take funds and do a purchase is for them to receive the card information that Rush Card has provided to [redacted]. So when transactions are made through the Payment Card Industry with [redacted] information we believe those transactions to be hers, unless [redacted] believed her account to be exposed and contacted Rush card prior we would have no indication that her Personal Card Information we have provided to her was exposed. Though [redacted] did contact Rush card and identify the transactions that when she noticed were not hers and is now during a dispute to reclaim those funds. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 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 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 24, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
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
Revdex.com:The issue has been resolved........ The funds were released on :10/21/2015
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]
Dear Cardholder,This letter is to inform you that we have made a final determination regarding the claimreferenced above.Based on our investigation, we have concluded an error occurred. As a result, credit in theamount of $ 385.90 was posted to your account on January 12, 2017 and any applicable...
fee(s) have been reversed. This is considered permanent and we have closed this dispute case.We apologize for any inconvenience this may have caused you.If you have any questions, please contact the number on the back of your card.Sincerely,
We have attempted to contact this customer several times to explain that there is no credit due. There is no additional information to provide. [redacted] is welcome to contact us if he has any questions. Thank you. Kathy R., Customer Service SpecialistDirect: ###-###-#### Option 1Fax: ###-###-####[redacted]UniRush, LLCPO Box 42482Cincinnati, Ohio 45242www.rushcard.com
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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
Dear [redacted], Thank you for contacting us regarding the claim referenced above. This letter is to inform you that we have provisionally credited your account as of September 13, 2016 in the amount listed above. This temporary credit is being provided while we investigate your claim. It may take up to 45 days to investigate the complaint or question. For errors involving new accounts point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. You will have full use of these funds while we complete our investigation. The results of the investigation will be communicated to you in writing within 3 business days after completing our investigation. If your claim is denied, the provisional credit(s) will be reversed and your account will be debited for the amount. You will be notified if this occurs. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The system is not operational. I am still unable to transfer money from my rush goals and direct deposits are going in late. I also missed work due to the system upgrade which is still underway.
Regards,
[redacted]