VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted] on June 27, 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]
[redacted] complaint states that she has sent multiple copies of the documents
requested by RushCard and she has been told they are not legible. [redacted]
would like the remaining funds to be transferred to a friend’s RushCard account
and the account closed.
On
March 31, 2015, [redacted] RushCard account was blocked due to failed
verification when attempting to access the account. As per the RushCard Cardholder Agreement,
RushCard requested proof of identity from [redacted]. She was asked to submit
a copy of her Social Security Card, Government Issued Identification, and proof
of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify her identity on June
23, 2015. We have since reviewed the documents and deemed them invalid. The
account is going to remain closed and the remaining tax refund funds will be
issued back to the IRS via paper check. On July 8, 2015, an account
specialist from the corporate office made another attempt to reach out to [redacted]
[redacted] to explain further steps that need to be taken. The phone numbers on
the account are not valid and we are unable to leave a voicemail requesting a
call back from the member.
We appreciate [redacted] feedback and continuously review
our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to
resolving [redacted] issue.
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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, 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
May 13, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
[redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. 11, which the Revdex.com® (“Revdex.com”) received from [redacted], on May, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charge ATM fees and has never been charged before. [redacted] states that she wants to be reimbursed by the RushCard for all ATM fees charged. On May 12, 2016, [redacted] contact RushCard customer service, and spoke to an agent regarding the ATM fees she was charged. [redacted] was advised that the ATM fees are charged for a non [redacted] location. The customer service agent also explain that there was a fee holiday from November 1, 2015 to February 29, 2016 in which no fees were charged. On May 13, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. 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 Sender attempted to retrieve the monies from his end and was met with similar response. Please see the attached.Can [redacted] please give confirmation of where and when the money was taken from the [redacted] #[redacted] What and whose account were the funds deposited. After all [redacted] should be able to give the following info. If you are claiming that the funds have been retrieved please provide to me the account, person, date and time that this was done. It was most-certainly NOT deposited into my Rushcard account, as I was led to believe it would have and Rushcard was where I requested the funds to be deposited. I ANXIOUSLY AWAIT THE CONFIRMATION DETAILS!!
Regards,
[redacted]
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. God BLESS you all and thank you!!!!I received my funds.GREAT JOB!!!!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The $30.00 that was mentioned on the business response was to mail me a new card. Rush Card customer service refused to waive the charge when I asked them. I spend over a week without access to my money. I still have not received the provisional credit to the account for the fraudulent transactions which posted to my account.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
This offer is unacceptable because they have made my money un-accessable and have inconvenienced me at every turn since the submission of my complaint. My card was blocked against my request and I cannot purchase medication that is need for an important business trip. They need to resolve all of the issues that were stated in my original request. As usual they pick and choose what they want to resolve and what they don't want to take care of. They never take responsibility for anything that they have screwed up. And they don't listen to the customer.
Regards,
[redacted]
Hello I would like my money back I have contacted rushcard and they stated someone will call me within 24 hours and haven't heard anything. I would like my money back I feel like I'm getting the run around
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. On July, 08th 2016, [redacted] called UniRush to file a dispute claim on an ATM transaction for $304.00, located in [redacted], **. [redacted] claims she was never near [redacted], ** and her Rushcard had been in her possession the whole time. [redacted] is requesting credit for the amount debited out of her account. Based on the investigation completed by UniRush, final credit was issued on July 18th, 2016, and the case was found in [redacted] favor. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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.
* Has the company addressed the issues of this dispute? Yes * If not, why? * Has the company met the agreement they outlined in their response? No
Regards,
[redacted]
March 18, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
Complaint number: [redacted]
Complaint date: March 17, 2016
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
[redacted] complaint contends that her card is stating
that it is expired. [redacted] also states
that she needs the funds on her RushCard account. [redacted] would like to close her Rushcard
account.
On March 8, 2016, [redacted] called RushCard customer service to indicate that she could not make
transactions using her RushCard. The
card ending in [redacted] that [redacted] is using is expired. A replacement card was processed on January
30, 2016. Due to related system errors,
a new RushCard could not be generated for [redacted]. On March 17, 2016, express cash was issued to
[redacted] for the funds on her RushCard account. A corporate customer service representative attempted
to reach out [redacted] to advise her of this information.
We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced. Our goal is to provide financial convenience supported
by reliable customer service.
On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used to process an unauthorized payment to [redacted]. [redacted] stated she never authorized anyone to use her card. At this point the dispute is under investigations. Once dispute is finalized [redacted] will be notified by mail if the case has been approved or denied. A final credit will be issued by August 4th, 2016 if the case is approved. If [redacted] has any additional questions or concerns, she can reach us by calling the number on the back of her card. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
January 30, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 25, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he contacted RushCard regarding a fraudulent transaction. [redacted] stated he needed to update his address for the replacement card to be sent. [redacted] states that he has sent in all the documentation for an address change and has not been updated on his account. On January 7, 2018 [redacted] contacted RushCard customer service to advise of an unauthorized transaction. [redacted] advised RushCard that he needed to update his address for the replacement card to be sent. [redacted] was advised to update his profile information on his account that he would need to submit a copy of his Driver’s License, Social Security Card and Proof of address. As of date all documentation has been received. The account profile information for the address have been updated on January 25, 2018 and a replacement card has been processed. On January 30, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. 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.
Rush card is still not handling their issues.I have two unauthorized charges on my account from a know internet scam company. I have been trying to contact rush card for 2 days now to dispute and correct the situation. On yesterday I called over 6 times During one call I was on hold for over 2 hours before finally hanging up. On today I have called numerous times an no one answers the phone. As I type I am on hold and have been for
30 minutes.
Regards,
[redacted] minutes.
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 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block. On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $4.04. The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched. The sender of the funds did decide to cancel the claim and provided RushCard with a written statement requesting cancellation. Upon the validation of the written cancellation claim the block was removed from [redacted] RushCard and full access to the account funds were available. RushCard further reviewed the inbound call recordings of the calls [redacted] placed at the time of the claim of the unauthorized transfer of funds. [redacted] was fully educated of the need to block the cards, in which there was objection to the block. It was also confirmed the complainants were fully educated of the timeframes for the cancellation process with no objection. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. On October 30, 2015, a refund posted to [redacted] RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
May 19, 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: May 05, 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] contends that he is trying to make RushCard aware of potential identity theft, but he has not gotten any assistance. [redacted] is requesting that his personal information stop being used on a RushCard account that is someone else’s name. On May 19, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that the email address was deleted from the RushCard account and that he should not be receiving any more emails from RushCard. We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, RushCard Corporate Customer Service
October 18, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: October 17, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was not able to speak with a live representative. [redacted] also states that she had questions regarding her account and needed to speak to a live agent. RushCard records indicate that [redacted] was not following the IVR prompts correctly in order to speak with a live RushCard representative. Our records show that on October 17, 2016 [redacted] contacted RushCard customer service and spoke to an agent regarding a refund she was expecting. A RushCard corporate customer service representative attempted to call [redacted] on October 18, 2016 to see if she had any additional concerns. The number provide rang busy, said call was unsuccessful. An attempt was made several times with no success. If [redacted] has additional questions, she may contact RushCard customer service at [redacted] (###-###-####), which is staffed with customer service agent 24 hours a day, 7 days a week. UniRush Customer Service
July 9,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted] on June 27, 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]
[redacted] complaint states that she has sent multiple copies of the documents
requested by RushCard and she has been told they are not legible. [redacted]
would like the remaining funds to be transferred to a friend’s RushCard account
and the account closed.
On
March 31, 2015, [redacted] RushCard account was blocked due to failed
verification when attempting to access the account. As per the RushCard Cardholder Agreement,
RushCard requested proof of identity from [redacted]. She was asked to submit
a copy of her Social Security Card, Government Issued Identification, and proof
of address dated within the last 30 days.
[redacted]
[redacted] began submitting the requested documents to verify her identity on June
23, 2015. We have since reviewed the documents and deemed them invalid. The
account is going to remain closed and the remaining tax refund funds will be
issued back to the IRS via paper check. On July 8, 2015, an account
specialist from the corporate office made another attempt to reach out to [redacted]
[redacted] to explain further steps that need to be taken. The phone numbers on
the account are not valid and we are unable to leave a voicemail requesting a
call back from the member.
We appreciate [redacted] feedback and continuously review
our processes for cardholder security and service. We regret the inconvenience this has caused and look forward to
resolving [redacted] issue.
Regards,
Morgan G.
Corporate Customer Service
October 31,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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, 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
May 13, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted]...
[redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. 11, which the Revdex.com® (“Revdex.com”) received from [redacted], on May, 2016. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charge ATM fees and has never been charged before. [redacted] states that she wants to be reimbursed by the RushCard for all ATM fees charged. On May 12, 2016, [redacted] contact RushCard customer service, and spoke to an agent regarding the ATM fees she was charged. [redacted] was advised that the ATM fees are charged for a non [redacted] location. The customer service agent also explain that there was a fee holiday from November 1, 2015 to February 29, 2016 in which no fees were charged. On May 13, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her of this information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. 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 Sender attempted to retrieve the monies from his end and was met with similar response. Please see the attached.Can [redacted] please give confirmation of where and when the money was taken from the [redacted] #[redacted] What and whose account were the funds deposited. After all [redacted] should be able to give the following info. If you are claiming that the funds have been retrieved please provide to me the account, person, date and time that this was done. It was most-certainly NOT deposited into my Rushcard account, as I was led to believe it would have and Rushcard was where I requested the funds to be deposited. I ANXIOUSLY AWAIT THE CONFIRMATION DETAILS!!
Regards,
[redacted]
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. God BLESS you all and thank you!!!!I received my funds.GREAT JOB!!!!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The $30.00 that was mentioned on the business response was to mail me a new card. Rush Card customer service refused to waive the charge when I asked them. I spend over a week without access to my money. I still have not received the provisional credit to the account for the fraudulent transactions which posted to my account.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
This offer is unacceptable because they have made my money un-accessable and have inconvenienced me at every turn since the submission of my complaint. My card was blocked against my request and I cannot purchase medication that is need for an important business trip. They need to resolve all of the issues that were stated in my original request. As usual they pick and choose what they want to resolve and what they don't want to take care of. They never take responsibility for anything that they have screwed up. And they don't listen to the customer.
Regards,
[redacted]
Hello I would like my money back I have contacted rushcard and they stated someone will call me within 24 hours and haven't heard anything. I would like my money back I feel like I'm getting the run around
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. On July, 08th 2016, [redacted] called UniRush to file a dispute claim on an ATM transaction for $304.00, located in [redacted], **. [redacted] claims she was never near [redacted], ** and her Rushcard had been in her possession the whole time. [redacted] is requesting credit for the amount debited out of her account. Based on the investigation completed by UniRush, final credit was issued on July 18th, 2016, and the case was found in [redacted] favor. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
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.
* Has the company addressed the issues of this dispute? Yes * If not, why? * Has the company met the agreement they outlined in their response? No
Regards,
[redacted]
March 18, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
Complaint number: [redacted]
Complaint date: March 17, 2016
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
[redacted] complaint contends that her card is stating
that it is expired. [redacted] also states
that she needs the funds on her RushCard account. [redacted] would like to close her Rushcard
account.
On March 8, 2016, [redacted] called RushCard customer service to indicate that she could not make
transactions using her RushCard. The
card ending in [redacted] that [redacted] is using is expired. A replacement card was processed on January
30, 2016. Due to related system errors,
a new RushCard could not be generated for [redacted]. On March 17, 2016, express cash was issued to
[redacted] for the funds on her RushCard account. A corporate customer service representative attempted
to reach out [redacted] to advise her of this information.
We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced. Our goal is to provide financial convenience supported
by reliable customer service.
On June 06, 2016, [redacted] contacted UniRush to file a dispute claim. She said her card was used to process an unauthorized payment to [redacted]. [redacted] stated she never authorized anyone to use her card. At this point the dispute is under investigations. Once dispute is finalized [redacted] will be notified by mail if the case has been approved or denied. A final credit will be issued by August 4th, 2016 if the case is approved. If [redacted] has any additional questions or concerns, she can reach us by calling the number on the back of her card. We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
January 30, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 25, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he contacted RushCard regarding a fraudulent transaction. [redacted] stated he needed to update his address for the replacement card to be sent. [redacted] states that he has sent in all the documentation for an address change and has not been updated on his account. On January 7, 2018 [redacted] contacted RushCard customer service to advise of an unauthorized transaction. [redacted] advised RushCard that he needed to update his address for the replacement card to be sent. [redacted] was advised to update his profile information on his account that he would need to submit a copy of his Driver’s License, Social Security Card and Proof of address. As of date all documentation has been received. The account profile information for the address have been updated on January 25, 2018 and a replacement card has been processed. On January 30, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. 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.
Rush card is still not handling their issues.I have two unauthorized charges on my account from a know internet scam company. I have been trying to contact rush card for 2 days now to dispute and correct the situation. On yesterday I called over 6 times During one call I was on hold for over 2 hours before finally hanging up. On today I have called numerous times an no one answers the phone. As I type I am on hold and have been for
30 minutes.
Regards,
[redacted] minutes.
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 5, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] and [redacted] Complaint number: [redacted] Complaint date: January 5, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In the complaint [redacted] she requests her card to be unblocked and compensation for the inconvenience of the card block. On January 3, 2018, [redacted] was the recipient of a card to card transfer in the amount of $4.04. The sender of the transfer filed an unauthorized claim on the transfer of the funds therefore the standard procedure is to block the receiving card while the unauthorized claim is researched. The sender of the funds did decide to cancel the claim and provided RushCard with a written statement requesting cancellation. Upon the validation of the written cancellation claim the block was removed from [redacted] RushCard and full access to the account funds were available. RushCard further reviewed the inbound call recordings of the calls [redacted] placed at the time of the claim of the unauthorized transfer of funds. [redacted] was fully educated of the need to block the cards, in which there was objection to the block. It was also confirmed the complainants were fully educated of the timeframes for the cancellation process with no objection. Should [redacted] have any additional questions or concerns regarding this complaint, he can contact us at [email protected] Regards, RushCard Corporate Customer Service
November 11, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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 worked
around the clock to resolve these problems.
At this time, our system is up and running and [redacted] has access to
her funds and account information. We
are proactively reaching out to our customers who were impacted by the outage
and confirming that their cards are working properly. On October 30, 2015, a refund posted to [redacted] RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
May 19, 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: May 05, 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] contends that he is trying to make RushCard aware of potential identity theft, but he has not gotten any assistance. [redacted] is requesting that his personal information stop being used on a RushCard account that is someone else’s name. On May 19, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that the email address was deleted from the RushCard account and that he should not be receiving any more emails from RushCard. We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, RushCard Corporate Customer Service
October 18, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: October 17, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was not able to speak with a live representative. [redacted] also states that she had questions regarding her account and needed to speak to a live agent. RushCard records indicate that [redacted] was not following the IVR prompts correctly in order to speak with a live RushCard representative. Our records show that on October 17, 2016 [redacted] contacted RushCard customer service and spoke to an agent regarding a refund she was expecting. A RushCard corporate customer service representative attempted to call [redacted] on October 18, 2016 to see if she had any additional concerns. The number provide rang busy, said call was unsuccessful. An attempt was made several times with no success. If [redacted] has additional questions, she may contact RushCard customer service at [redacted] (###-###-####), which is staffed with customer service agent 24 hours a day, 7 days a week. UniRush Customer Service