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 business is providing the same generic answer to my complaint, they won't explain how making a payment to this company in the past gives them the authorization to take future payments without my authorization or knowledgeI was told by one of the customer service representatives at rush card that I shouldn't make payments with my card if I don't want things like this to happenWhere is the customer security? I am outraged that I have been treated like this by a company that I have been loyal to for over years Regards, [redacted]
April 10, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on April 1, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she was charged ATM withdrawal fees of $and ATM fees of $each [redacted] would like a refund for the ATM fees due to the transactions were in network On April 5, 2017, a corporate customer service representative attempted to contact [redacted] to obtain additional information regarding the ATM fees Please note that RushCard cannot waive any additional ATM fees that were assessed in There were ATM fees waived on July 21, no other fees will be waived on the account from We sincerely apologize for the inconvenience this has caused our customer Corporate Customer Service
June 15, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on June 13, 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 filed a dispute for ATM non-dispense on May 28, [redacted] also states that she was informed she would receive a provisional credit On May 28, 2016, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her RushCard accountPer RushCard’s Cardholder Agreement, the dispute process can take up to to days to investigate the claimHowever, provisional credits could be applied if a customer is eligibleWe show our dispute team is still investigating the dispute filed but a provisional credit was applied on the account on 6/13/in the amount of $A final letter will be sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] ’ feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
October 22, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’ complaint contends that her funds for $are pending on her RushCard account MsDaniel also states that she would like the pending hold to be released The transaction for [redacted] / [redacted] in the amount of $was pending on [redacted] RushCard account ending in As of December 5, 2016, the pending hold for $has since been released On December 5, 2016, a corporate customer service representative attempted to contact [redacted] to advise of the information Regards, RushCard Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 7, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 6, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 contacted RushCard customer service to file a dispute and was advised that she needed a replacement card, but was not advised that the card would be deactivated/blocked [redacted] also states that she was charged a $fee but did not receive the card [redacted] is requesting a refund for the $expedited fee Our records indicate that [redacted] contacted RushCard on 11/1/and filed a disputeAs a precautionary measure to prevent any additional unauthorized transactions being made a block is placed on the card and a replacement card is issuedOn 11/2/ [redacted] requested the replacement card be expedited, for a $fee On 11/6/17, [redacted] contacted RushCard customer service stating she did not get the first cardAnother replacement card was expedited, waiving the feeOn 11/7/after reviewing [redacted] account, a refund for the expedited fee of $30, and the card replacement fee of $for the first card replacement, was placed on the accountA RushCard corporate resolution specialist contacted [redacted] to advise her of this informationShe indicated that this was satisfactory We appreciate [redacted] feedback 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] Even though there are plenty of compliants, I'm staying with rush card
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] I would be happy to have accepted theim returning the deposit to the ***In there response they stated that they recieved the deposit on 02/02/2016, then they say that on02/01/they returned the depositHow can that be that they returned a deposit on 02/01/when the deposit was not posted until 02/02/2016? That makes absolutely no sense at all Here we are and it is 02/09/and the deposit has not been returned to the ***First there would show a return fee of $when a deposit is returned to the issuerI want proof that they have returned the deposit to the***[redacted]
October 27, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have attached the statement from my bank account with Rushcard and you will see that they only credit my card for the $once and then you will see that my direct deposit was posted from my jobYou will also see where they came into my account and did an reversal tooThey recently did a $credit to my account and I am not happy with that, as I stated before, I want my account fix and my money back into my account or a mail check Regards, [redacted]
August 8, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 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, [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 daysOn August 3, 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] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
May 26, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on May 18, 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] ’s complaint contends that RushCard has not been in contact with her regarding the status of her error allegation dispute filed on March 9, for $ [redacted] is requesting to have her disputed funds refunded back onto her account On March 9, [redacted] filed an error allegation dispute regarding a $charge on her accountAll RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelinesOn March 10, a credit of $was issued to [redacted] ’s account from the merchant [redacted] ’s error allegation dispute was decided in her favor and a final credit of $was issued to her account on May 26, A RushCard Corporate Customer Service Specialist contacted [redacted] to advise her of the resolution of the investigationA letter has been sent to the address on the account notifying [redacted] of the resolution The error allegation dispute has been closed, and as such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 23, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] Again for the 3rd time now , Rush card is lying they are sending the Same letter and you guys are just forwarding it to meWhere are the dates I asked for I just want my money back please call me directly I'mStarting to think you guys are joining with be not even reading my replies
October 26, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 October 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources RushCard completely understands the impact our mandatory updates have had on our cardholders and we thank you for your patience during this transitionWe are not able to respond in a timely manner to the high level of cardholder volume and e-mails that are being received We have been working diligently to get our system back up and running smoothlyCurrently our website is stable and will have accurate account information and full access Your RushCard is available to make purchases and should be functioning properlyAt RushCard, it is our responsibility to have our cardholders’ funds available 24/7, when neededWe understand the serious consequences when we fail in meeting that expectationA $customer service credit has been provided to [redacted] ’s account for the inconvenience Again, we deeply apologize for the problems this outage caused and pledge our best efforts toward preventing this from happening againRegards,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 [To assist us in bringing this matter to a close, we would like to know your view on the matterI do not agree with thisWhen I sign up for the rush card I did in fact use a referral code, just because there was a glitch in your system it's not my faultI used a referral link with a referral code and therefore should receive the $bounusThis is advertising, your company is cheating people out of moneyDo not lie and tell people that when you sign up you will receive a referral money, but then when I sign I get nothing, and it gave me $instead of $Rush card purposely does this they lie they just want people to sign up so they can cheat them out of moneyIf I do not receive my $I will take further action.why did a manger call me saying this will be resolve when it hasn't.all of your reps are saying different thingsI just want my money in my accountBack and forth since dec 6th rush card should be ashamed of your self lieing to your customers Regards, [redacted]
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he states on October 9th, he contacted RushCard to report his card stolen and to get a new card issued to himOn November 12, 2016, his old replaced card was charge, he files the disputes and was told his money would be put back into his accountAfter months passed by and multiple calls in attempt to get the credit the funds, funds have yet to post to his account Our records indicate, on October 9th , 2016, [redacted] contacted RushCard to file an unauthorized dispute for $ with [redacted] [redacted] was told once the transaction post to the account we would be able to disputedOn October 10, 2016, [redacted] issued credit for $ [redacted] can request on copy of his statement or he can check his online account for the debit and credit that posted on October 9th and 10th for proof
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 28, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 26, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her funds for $are pending on her RushCard account and she would need to have a letter faxed to have them released [redacted] is requesting her funds be put back on her account RushCard records indicate that on November 22, 2016, [redacted] contacted RushCard customer service to inquire about a duplicate pending transaction for $ [redacted] indicated that the merchant accidentally charged her twice for the same transactions Pending merchant holds are automatically released after daysHowever, [redacted] was advised that if she were able to provide a Merchant Hold Release Letter, we would attempt to release it earlier On November 26, [redacted] contacted RushCard customer service again regarding the release of her pending pre-authorization hold and was advised that there was still no letter from the merchant Our records indicate that the hold was released automatically after the days expiredOn November 28, a RushCard corporate representative attempted to contact [redacted] to advise her of this informationA detailed message was left with a callback number for [redacted] We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service 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 The business is providing the same generic answer to my complaint, they won't explain how making a payment to this company in the past gives them the authorization to take future payments without my authorization or knowledgeI was told by one of the customer service representatives at rush card that I shouldn't make payments with my card if I don't want things like this to happenWhere is the customer security? I am outraged that I have been treated like this by a company that I have been loyal to for over years Regards, [redacted]
April 10, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on April 1, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she was charged ATM withdrawal fees of $and ATM fees of $each [redacted] would like a refund for the ATM fees due to the transactions were in network On April 5, 2017, a corporate customer service representative attempted to contact [redacted] to obtain additional information regarding the ATM fees Please note that RushCard cannot waive any additional ATM fees that were assessed in There were ATM fees waived on July 21, no other fees will be waived on the account from We sincerely apologize for the inconvenience this has caused our customer Corporate Customer Service
June 15, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on June 13, 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 filed a dispute for ATM non-dispense on May 28, [redacted] also states that she was informed she would receive a provisional credit On May 28, 2016, [redacted] filed an error allegation dispute regarding a charge in the amount of $that was made on her RushCard accountPer RushCard’s Cardholder Agreement, the dispute process can take up to to days to investigate the claimHowever, provisional credits could be applied if a customer is eligibleWe show our dispute team is still investigating the dispute filed but a provisional credit was applied on the account on 6/13/in the amount of $A final letter will be sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] ’ feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution RushCard Corporate Customer Service
October 22, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 5, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’ complaint contends that her funds for $are pending on her RushCard account MsDaniel also states that she would like the pending hold to be released The transaction for [redacted] / [redacted] in the amount of $was pending on [redacted] RushCard account ending in As of December 5, 2016, the pending hold for $has since been released On December 5, 2016, a corporate customer service representative attempted to contact [redacted] to advise of the information Regards, RushCard Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 7, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 6, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 contacted RushCard customer service to file a dispute and was advised that she needed a replacement card, but was not advised that the card would be deactivated/blocked [redacted] also states that she was charged a $fee but did not receive the card [redacted] is requesting a refund for the $expedited fee Our records indicate that [redacted] contacted RushCard on 11/1/and filed a disputeAs a precautionary measure to prevent any additional unauthorized transactions being made a block is placed on the card and a replacement card is issuedOn 11/2/ [redacted] requested the replacement card be expedited, for a $fee On 11/6/17, [redacted] contacted RushCard customer service stating she did not get the first cardAnother replacement card was expedited, waiving the feeOn 11/7/after reviewing [redacted] account, a refund for the expedited fee of $30, and the card replacement fee of $for the first card replacement, was placed on the accountA RushCard corporate resolution specialist contacted [redacted] to advise her of this informationShe indicated that this was satisfactory We appreciate [redacted] feedback 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] Even though there are plenty of compliants, I'm staying with rush card
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] I would be happy to have accepted theim returning the deposit to the ***In there response they stated that they recieved the deposit on 02/02/2016, then they say that on02/01/they returned the depositHow can that be that they returned a deposit on 02/01/when the deposit was not posted until 02/02/2016? That makes absolutely no sense at all Here we are and it is 02/09/and the deposit has not been returned to the ***First there would show a return fee of $when a deposit is returned to the issuerI want proof that they have returned the deposit to the***[redacted]
October 27, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I have attached the statement from my bank account with Rushcard and you will see that they only credit my card for the $once and then you will see that my direct deposit was posted from my jobYou will also see where they came into my account and did an reversal tooThey recently did a $credit to my account and I am not happy with that, as I stated before, I want my account fix and my money back into my account or a mail check Regards, [redacted]
August 8, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 21, 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, [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 daysOn August 3, 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] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
May 26, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on May 18, 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] ’s complaint contends that RushCard has not been in contact with her regarding the status of her error allegation dispute filed on March 9, for $ [redacted] is requesting to have her disputed funds refunded back onto her account On March 9, [redacted] filed an error allegation dispute regarding a $charge on her accountAll RushCard disputes are handled through our dedicated dispute team and are worked in accordance with Regulation E guidelinesOn March 10, a credit of $was issued to [redacted] ’s account from the merchant [redacted] ’s error allegation dispute was decided in her favor and a final credit of $was issued to her account on May 26, A RushCard Corporate Customer Service Specialist contacted [redacted] to advise her of the resolution of the investigationA letter has been sent to the address on the account notifying [redacted] of the resolution The error allegation dispute has been closed, and as such we consider this matter resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 23, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] Again for the 3rd time now , Rush card is lying they are sending the Same letter and you guys are just forwarding it to meWhere are the dates I asked for I just want my money back please call me directly I'mStarting to think you guys are joining with be not even reading my replies
October 26, 2015VIA ONLINE SUBMISSION:Revdex.com® W Seventh St Suite 1600Cincinnati Ohio 45202Re: 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 October 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources RushCard completely understands the impact our mandatory updates have had on our cardholders and we thank you for your patience during this transitionWe are not able to respond in a timely manner to the high level of cardholder volume and e-mails that are being received We have been working diligently to get our system back up and running smoothlyCurrently our website is stable and will have accurate account information and full access Your RushCard is available to make purchases and should be functioning properlyAt RushCard, it is our responsibility to have our cardholders’ funds available 24/7, when neededWe understand the serious consequences when we fail in meeting that expectationA $customer service credit has been provided to [redacted] ’s account for the inconvenience Again, we deeply apologize for the problems this outage caused and pledge our best efforts toward preventing this from happening againRegards,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 [To assist us in bringing this matter to a close, we would like to know your view on the matterI do not agree with thisWhen I sign up for the rush card I did in fact use a referral code, just because there was a glitch in your system it's not my faultI used a referral link with a referral code and therefore should receive the $bounusThis is advertising, your company is cheating people out of moneyDo not lie and tell people that when you sign up you will receive a referral money, but then when I sign I get nothing, and it gave me $instead of $Rush card purposely does this they lie they just want people to sign up so they can cheat them out of moneyIf I do not receive my $I will take further action.why did a manger call me saying this will be resolve when it hasn't.all of your reps are saying different thingsI just want my money in my accountBack and forth since dec 6th rush card should be ashamed of your self lieing to your customers Regards, [redacted]
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In [redacted] complaint, he states on October 9th, he contacted RushCard to report his card stolen and to get a new card issued to himOn November 12, 2016, his old replaced card was charge, he files the disputes and was told his money would be put back into his accountAfter months passed by and multiple calls in attempt to get the credit the funds, funds have yet to post to his account Our records indicate, on October 9th , 2016, [redacted] contacted RushCard to file an unauthorized dispute for $ with [redacted] [redacted] was told once the transaction post to the account we would be able to disputedOn October 10, 2016, [redacted] issued credit for $ [redacted] can request on copy of his statement or he can check his online account for the debit and credit that posted on October 9th and 10th for proof
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 18, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 28, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 26, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her funds for $are pending on her RushCard account and she would need to have a letter faxed to have them released [redacted] is requesting her funds be put back on her account RushCard records indicate that on November 22, 2016, [redacted] contacted RushCard customer service to inquire about a duplicate pending transaction for $ [redacted] indicated that the merchant accidentally charged her twice for the same transactions Pending merchant holds are automatically released after daysHowever, [redacted] was advised that if she were able to provide a Merchant Hold Release Letter, we would attempt to release it earlier On November 26, [redacted] contacted RushCard customer service again regarding the release of her pending pre-authorization hold and was advised that there was still no letter from the merchant Our records indicate that the hold was released automatically after the days expiredOn November 28, a RushCard corporate representative attempted to contact [redacted] to advise her of this informationA detailed message was left with a callback number for [redacted] We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service