October 20,
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
October 26, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: October 24, 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 her card to card transfer for the amounts of $25.00 and $50.00 were not received. [redacted] would like her funds credited to the RushCard account immediately. After review of [redacted] card to card transfer transactions, it was determined that the transactions have failed. The transactions failed due to insufficient funds. On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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, 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
Thank you so much for your help
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]
February 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurred. If [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute. [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####. We encourage [redacted] to work with the merchant to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for theinconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
I attached document to support addition late fees on the account 160.00 is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as well. I have contact each and requested documentation of the decline in payment on the accounts. The documentation is on the previous request stating this is not sufficient.
July 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 8, 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 RushCard is taking money from his account. [redacted] states is missing $50 and would like it back. Our records indicate that on July 5. 2016 a RushCard corporate customer service specialist attempted to contact [redacted]egarding his pending pre authorization hold. On July 6, 2016 [redacted] contacted our corporate office and spoke to a customer service specialist that reviewed his transaction history. On July 26, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to discuss his concerns regarding missing funds. We appreciate [redacted] feedback. Our 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. Once AGAIN Rushcard is contradicting there statements!!! Just send me a check for the balance that you guys owe me! Forget about the provisional credit ONCE AGAIN we are way pass that part and point! Not to mention please see attachment for BOTH DISPUTES I received an acknowledgment email to confirm that your company did in fact receive my dispute forms and the ONLY reason why I had to call back is because during my original claim I was advised to wait until the other charges CLEARED BECAUSE THEY WERE PENDING in to call back upon those frad charges were made!!!! I received an email on May 18, 2017 and on May 20, 2017 so why are you guys still LYING AND SAYING THAT I DID NOT SUBMIT MY PAPERWORK IN THE TIME FRAME ALLOCATED WHEN IN FACT I DID!!! ONE was received May 18 and on May 20!!!!! Please see attachments and refund me my money!!!!!!! Somebody has to give it back because I don't have my money not a penny of it and it is so unfair that your corporation is even taking me thru this bull crap my account was compromised not you all!!!!!
Regards,
[redacted]
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to
the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted], on July 14, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
[redacted]’s complaint pertains to RushCard
not refunding his [redacted] ATM fees back to his RushCard account. [redacted]
also stated that he received poor customer service when contacting RushCard
customer service.
On July 2, 2015, [redacted] contacted RushCard customer
service informing that he was charged five [redacted] ATM fees. [redacted] was
advised by customer service representatives that this would be escalated to
Corporate for fee refunds. We understand that [redacted] has had
issues with being charged ATM fees at locations free to our customers. This is
an issue that we are working with [redacted]™ to get rectified. This is not a
common or a frequent issue and we apologize for the delay in processing [redacted] request.
On July 21, 2015, a RushCard Customer Service Specialist contacted [redacted] to
advise that the $20.75 [redacted] ATM fees have been reversed back to his
RushCard account.
We appreciate [redacted] feedback and sincerely
apologize for the substandard customer service he received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
Dispute Type: Date Error Reported Unauthorized POS June 18, 2017 $ 598.91 Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As noted in our letter dated June 30,...
2017, provisional credit in the amount of $ 598.91 was posted to your account. This provisional credit is now permanent and any applicable fee(s) have been reversed. 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, Dispute Resolution Fax: ###-###-####
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. In [redacted] complaint, she states she filed an unauthorized dispute after her card was stolen. She is requesting a refund. Our records indicate on May 31, 2017 to dispute Unauthorized ATM transactions totaling $807. Subsequently on [redacted] dispute form she stated her card was stolen and her pin was memorized and not shared with anyone. Based on the above, the Disputes Team concluded the that the transactions were, in fact, authorized.
I'm being told from the company that I have to send documents. I have been sending my documents but, they are not being "found" on my account. If that so, why am I receiving ticket numbers? After this conversation with an agent. Now I'm receiving emails saying that my documents are not being sent. I had never received these messages before. Honestly I want to cut all ties with the company because the company has not properly guided me into unblocking my card. Ive been with the company for many years and never had problems like this. The major problem for me is I'm speaking to multiple representatives that don't take proper notes and are telling me different information. Like today, July 16th, I've been sending my documents but receiving error messages. I was told today that I had to put a user number on the email. Why was I not told that from the very beginning? And while on the phone I was hung up on. Its unfair and disgusting how I've been treated though this ordeal.
October 21,
2015
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
[redacted]
Complaint number: [redacted]
Complaint date: October 14, 2015
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
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. Ok.. So now that I have been disputing this way past the 45 day provisional credit period the time has expired for me to even receive it in the first place provisional credi! Today is May 23, 2017 and we are past that time frame now we are in the time frame for the provisional credit to have been applied along side for the "investigation to be completed" whatever that is suppose to mean! I have sent in as in attachment on more occasions then once to Revdex.com in the messages included in this claim! Perhaps please read for clarity. I faxed in these documents on March 24, 2017 according to my fax confirmation form that I submitted for this claim! I received confirmation via fax that you guys did in fact receive all documents that included both of my disputes! The ONLY reason why in the first place I had to open a second dispute on the dates noted is because I was advised by my first customer service representatives in the disputes dept to do so at that time because those charges were still "pending" in I had to wait until they "cleared" on my account! That is the ONLY reason why I opened a second dispute! Not to mention I also CALLED IN to confirm that RushCard did in fact receive the faxed documents I was told yes! PLEASE PULL THE CALL LOGS THAT YOUR COMPANY RECEIVED DURING ALL OF MY CALL IN SESSIONS! DURING THE SALUTATION CUSTOMERS ARE REMINDED THAT THE CALL MAY BE MONITORED FOR QUALITY PURPOSES SO THESE ARE QUALITY PURPOSES MAKE USE OF YOUR SYSTEM!!! PUT YOUR OWN COMPANY TO SHAME! GIVE ME MONEY BACK!!!! I DID NOT MAKE THESE FRAUDULENT CHARGES ON MY CARD!!!! I HAVE PROVIDED EVIDENCE OF THIS OVER AND OVER AGAIN!!!! What is there to investigate!!!! I never consented to an investigation all I did was report fraudulent charges on my account!!!
Regards,
[redacted]
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
June 8, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer contact and
activity associated with financial cards.
On 5/3/2015 [redacted] contacted
RushCard customer service to notify us of multiple unauthorized transactions
from [redacted]. We received the written dispute form back on 5/11/2015 and a
provisional credit in the total amount of $126.08 has been issued onto [redacted]’s account. The
dispute time frame can take up to 90 days. [redacted] will be sent a letter to
the address on file, informing her of the outcome of her dispute claim that she
has filed. [redacted] will need to allow the 90 days to investigate her
claim. If [redacted] has discovered any
additional unauthorized transactions on her account, we advise her to contact
RushCard Customer Service Dispute Department to file a claim.
January 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
My only question is, if I made the charge why wasn't it made with the active card? How can a reservation be made with a cancelled card? The hotel doesn't have my new card number, yes I had the hotel send me a copy of the bill that was charged to my card. The card that was charged and billed was the card ending in 1976.... How can that be if that card was cancelled and replaced. So you can just charge my account with any card that was ever on my account? Question is, how can a cancelled and replaced card be charged, if that was the card that the reservation was made on shouldn't it have been declined? My active account CAN NOT legally have money withdrawn with an inactive card. How?.... I have the active card number, why don't the merchant and how was money approved with an inactive card, UNIRUSH DIDN'T DO THEIR JOB. I pay you your fees to SECURE and INSURE my money. You failed now you're failing to stand by your policy and returning my mibey. 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]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 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, 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 20,
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
October 26, 2016VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: October 24, 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 her card to card transfer for the amounts of $25.00 and $50.00 were not received. [redacted] would like her funds credited to the RushCard account immediately. After review of [redacted] card to card transfer transactions, it was determined that the transactions have failed. The transactions failed due to insufficient funds. On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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 27,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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, 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
Thank you so much for your help
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]
February 4, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. On February 1, 2016, [redacted] error allegation dispute was denied due to no error occurred. If [redacted] do not agree with the outcome of the dispute she may send a rebuttal letter to reopen the denied error allegation dispute. [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at ###-###-####. We encourage [redacted] to work with the merchant to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. RushCard Corporate Customer Service
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for theinconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
I attached document to support addition late fees on the account 160.00 is just for my rent late fee I also sent car note and water bill late fees as well and I am awaiting my electric bill as well. I have contact each and requested documentation of the decline in payment on the accounts. The documentation is on the previous request stating this is not sufficient.
July 26, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: July 8, 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 RushCard is taking money from his account. [redacted] states is missing $50 and would like it back. Our records indicate that on July 5. 2016 a RushCard corporate customer service specialist attempted to contact [redacted]egarding his pending pre authorization hold. On July 6, 2016 [redacted] contacted our corporate office and spoke to a customer service specialist that reviewed his transaction history. On July 26, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to discuss his concerns regarding missing funds. We appreciate [redacted] feedback. Our 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. Once AGAIN Rushcard is contradicting there statements!!! Just send me a check for the balance that you guys owe me! Forget about the provisional credit ONCE AGAIN we are way pass that part and point! Not to mention please see attachment for BOTH DISPUTES I received an acknowledgment email to confirm that your company did in fact receive my dispute forms and the ONLY reason why I had to call back is because during my original claim I was advised to wait until the other charges CLEARED BECAUSE THEY WERE PENDING in to call back upon those frad charges were made!!!! I received an email on May 18, 2017 and on May 20, 2017 so why are you guys still LYING AND SAYING THAT I DID NOT SUBMIT MY PAPERWORK IN THE TIME FRAME ALLOCATED WHEN IN FACT I DID!!! ONE was received May 18 and on May 20!!!!! Please see attachments and refund me my money!!!!!!! Somebody has to give it back because I don't have my money not a penny of it and it is so unfair that your corporation is even taking me thru this bull crap my account was compromised not you all!!!!!
Regards,
[redacted]
July 22, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to
the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted], on July 14, 2015. UniRush, LLC d/b/a
RushCard takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer identities and
resources.
[redacted]’s complaint pertains to RushCard
not refunding his [redacted] ATM fees back to his RushCard account. [redacted]
also stated that he received poor customer service when contacting RushCard
customer service.
On July 2, 2015, [redacted] contacted RushCard customer
service informing that he was charged five [redacted] ATM fees. [redacted] was
advised by customer service representatives that this would be escalated to
Corporate for fee refunds. We understand that [redacted] has had
issues with being charged ATM fees at locations free to our customers. This is
an issue that we are working with [redacted]™ to get rectified. This is not a
common or a frequent issue and we apologize for the delay in processing [redacted] request.
On July 21, 2015, a RushCard Customer Service Specialist contacted [redacted] to
advise that the $20.75 [redacted] ATM fees have been reversed back to his
RushCard account.
We appreciate [redacted] feedback and sincerely
apologize for the substandard customer service he received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
Tyree T.
Corporate Customer Service
Dispute Type: Date Error Reported Unauthorized POS June 18, 2017 $ 598.91 Dear Cardholder, This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded an error occurred. As noted in our letter dated June 30,...
2017, provisional credit in the amount of $ 598.91 was posted to your account. This provisional credit is now permanent and any applicable fee(s) have been reversed. 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, Dispute Resolution Fax: ###-###-####
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. In [redacted] complaint, she states she filed an unauthorized dispute after her card was stolen. She is requesting a refund. Our records indicate on May 31, 2017 to dispute Unauthorized ATM transactions totaling $807. Subsequently on [redacted] dispute form she stated her card was stolen and her pin was memorized and not shared with anyone. Based on the above, the Disputes Team concluded the that the transactions were, in fact, authorized.
I'm being told from the company that I have to send documents. I have been sending my documents but, they are not being "found" on my account. If that so, why am I receiving ticket numbers? After this conversation with an agent. Now I'm receiving emails saying that my documents are not being sent. I had never received these messages before. Honestly I want to cut all ties with the company because the company has not properly guided me into unblocking my card. Ive been with the company for many years and never had problems like this. The major problem for me is I'm speaking to multiple representatives that don't take proper notes and are telling me different information. Like today, July 16th, I've been sending my documents but receiving error messages. I was told today that I had to put a user number on the email. Why was I not told that from the very beginning? And while on the phone I was hung up on. Its unfair and disgusting how I've been treated though this ordeal.
October 21,
2015
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
[redacted]
Complaint number: [redacted]
Complaint date: October 14, 2015
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
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. Ok.. So now that I have been disputing this way past the 45 day provisional credit period the time has expired for me to even receive it in the first place provisional credi! Today is May 23, 2017 and we are past that time frame now we are in the time frame for the provisional credit to have been applied along side for the "investigation to be completed" whatever that is suppose to mean! I have sent in as in attachment on more occasions then once to Revdex.com in the messages included in this claim! Perhaps please read for clarity. I faxed in these documents on March 24, 2017 according to my fax confirmation form that I submitted for this claim! I received confirmation via fax that you guys did in fact receive all documents that included both of my disputes! The ONLY reason why in the first place I had to open a second dispute on the dates noted is because I was advised by my first customer service representatives in the disputes dept to do so at that time because those charges were still "pending" in I had to wait until they "cleared" on my account! That is the ONLY reason why I opened a second dispute! Not to mention I also CALLED IN to confirm that RushCard did in fact receive the faxed documents I was told yes! PLEASE PULL THE CALL LOGS THAT YOUR COMPANY RECEIVED DURING ALL OF MY CALL IN SESSIONS! DURING THE SALUTATION CUSTOMERS ARE REMINDED THAT THE CALL MAY BE MONITORED FOR QUALITY PURPOSES SO THESE ARE QUALITY PURPOSES MAKE USE OF YOUR SYSTEM!!! PUT YOUR OWN COMPANY TO SHAME! GIVE ME MONEY BACK!!!! I DID NOT MAKE THESE FRAUDULENT CHARGES ON MY CARD!!!! I HAVE PROVIDED EVIDENCE OF THIS OVER AND OVER AGAIN!!!! What is there to investigate!!!! I never consented to an investigation all I did was report fraudulent charges on my account!!!
Regards,
[redacted]
Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: [redacted]
June 8, 2015
We received [redacted] complaint
regarding access to her funds and the level of customer service received. Rush Card logs all customer contact and
activity associated with financial cards.
On 5/3/2015 [redacted] contacted
RushCard customer service to notify us of multiple unauthorized transactions
from [redacted]. We received the written dispute form back on 5/11/2015 and a
provisional credit in the total amount of $126.08 has been issued onto [redacted]’s account. The
dispute time frame can take up to 90 days. [redacted] will be sent a letter to
the address on file, informing her of the outcome of her dispute claim that she
has filed. [redacted] will need to allow the 90 days to investigate her
claim. If [redacted] has discovered any
additional unauthorized transactions on her account, we advise her to contact
RushCard Customer Service Dispute Department to file a claim.
We appreciate [redacted]
feedback.
Regards,
[redacted]
Customer Service Specialist
Read More Customer Complaints:
436
437
438
>
>>
$(function () {
$('.complaint-block a[data-toggle=collapse]').click(function () {
$(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text'));
});
$('.complaint-block .collapse').collapse({
toggle: false
});
$.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) {
$(value).text($(value).attr('data-close-text'));
})
});
January 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversion. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
My only question is, if I made the charge why wasn't it made with the active card? How can a reservation be made with a cancelled card? The hotel doesn't have my new card number, yes I had the hotel send me a copy of the bill that was charged to my card. The card that was charged and billed was the card ending in 1976.... How can that be if that card was cancelled and replaced. So you can just charge my account with any card that was ever on my account? Question is, how can a cancelled and replaced card be charged, if that was the card that the reservation was made on shouldn't it have been declined? My active account CAN NOT legally have money withdrawn with an inactive card. How?.... I have the active card number, why don't the merchant and how was money approved with an inactive card, UNIRUSH DIDN'T DO THEIR JOB. I pay you your fees to SECURE and INSURE my money. You failed now you're failing to stand by your policy and returning my mibey. 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]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 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, 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