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. In regard to the 100$ that has yet to post to my account I have verified the account number with [redacted]. The account number that the funds were posted to is [redacted] not [redacted] has also contacted rush card on two occasions requesting that the funds be made available to me. The incident that the company is referring to deals with a $200 [redacted] transaction that was posted to someone elses card on 9/26/2015. The reference number for that transaction is [redacted]. I accepted the $200 as a loss because I made a mistake and haphazardly wrote down the wrong account number but I will not accept this 100$ as a loss because I am 100% positive that the funds were posted to the right account. [redacted] has also verified this to be true. All your company has to do is check the reference number I provided and you will see that the transaction for $100 was made at [redacted] to the right account and that the funds were also received by rush card but never posted to my account. Again the reference number in regard to the 100$ is [redacted] the date is 10/13/2015. On the issue regarding the 75$ card to card transfer from [redacted] on November 17, 2015 you say that the funds were received and transferred out but that is not the case. If you check your records you will see that on November 14, 2015 my account was credited $250 less a debit of 175$ on November 15, 2015 leaving a positive balance of $75. You are correct in a 50$ transfer was made out on November 17, 2015 but that was from money that was already in my account. After that transaction I was left with a positive balance of $25 and then on Nov 21 my account was credited another $25 leaving me with a 50 surplus. So between Nov 14, 2015 and Nov 21, 2015 I did not receive a 75$ transfer from [redacted] and it is absurd to insinuate that I did or that your company transferred in 50$ from [redacted] on Nov 17, 2015 and then turned around and transferred in 25$ more from [redacted] on Nov 21, 2015 that is just ridiculous. If the transfer had been made as you claim it would have been one transaction of 75$. I also have sent several copies of the email sent to me showing that there indeed was a transfer made and completed. The funds just were never posted to my account. The facts are in black and white if you want to argue with that and choose to not rectify this situation I will begin arbitration proceedings immediately. I trust that your company will do the right thing. I have been under undue stress missed days from my job and not been able to pay my bills because of of your inability to rectify this situation.
Regards,
[redacted]
February 16, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] ...
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 has not received the promotional credit of $25 he was promised to his RushCard account. [redacted] also states that he would like the credit he was promised. On February 9, 2017 [redacted] contacted RushCard customer service and was advised that the qualifier of the onetime card fee had not be taken out and that he did not have enough funds to cover it. On 2/10/17 [redacted] loaded another $10 to cover the onetime card fee. On February 16, 2017 a review of [redacted] account confirmed that he met the qualifier for the promotion. A credit of $25 was credited to his Rushcard account. A RushCard corporate specialist contacted [redacted] to advise him of this. [redacted] said he was satisfied with the resolution. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service.
August 17, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 15, 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]’s complaint contends he received an email from RushCard stating that his card had been compromised and that his card was blocked. Mr. [redacted] stated he attempted to contact the number he was given to resolve the issue but he was not able to reach a live agent. Mr. [redacted] would like access to the funds on his RushCard account. On August 15, 2016, Mr. [redacted] sent an email to RushCard regarding his temporary block on his card. On August 16, 2016 a RushCard corporate customer service specialist attempted to contact Mr. [redacted] to verify the declined transactions. The cardholder returned the call and was able to verify the declined transaction. Mr. [redacted]’s card was unblocked and he now has access to his funds. RushCard considers this issue resolved. We appreciate Mr. [redacted]’s feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him. RushCard, Corporate Customer Service
January 18, 2018 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 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. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] Pitts, on January 13, 2018. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charged ATM withdrawal fees of $2.50 each. [redacted] would like a refund for the ATM fees because she states she has never been charged ATM fees before. RushCard records indicate that on January 12,2018 [redacted] visited two ATM locations to retrieve her funds. The ATM locations [redacted] visited were out of network and [redacted] was charged the $2.50 ATM fees. We are no longer using [redacted]s as our fee-free ATM vendor. To find the closest fee-free ATM to [redacted] will need to visit www.rushcard.com and click on ATM locator at the top of the page. [redacted] will need to enter the address, and the closest participating Fee-Free ATM locations will be shown. On January 18, 2018, a corporate resolutions specialist attempted to contact [redacted] to advise of this information. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
November 9, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her RushCard was blocked without her knowledge and RushCard would not expedite a card without a $30 fee. [redacted] is requesting a replacement card expedited and the fee waived. Our records indicate that on November 8, 2017, our Risk team determined that [redacted] card was confirmed compromised. To protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 6594. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. We regret that [redacted] was advised that she had to pay a $30 fee to expedite the replacement card. On November 9, 2017 after a review of the account, a replacement card was expedited waiving the fee. We attempted to contact [redacted] to advise her of this information. A detailed message was left for a callback. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
January 22, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer:...
[redacted] Complaint number: [redacted] Complaint date: January 18, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, he filed a dispute for two transactions posted to his RushCard. She is requesting a refund. Our records indicate on January 15, 2018, [redacted] disputed two transactions, totaling $169.90. She is stating she has contacted the merchants to cancel the services provided but the merchants did not provide the promised credits. RushCard dispute team is in the process of researching [redacted] claim. If the claim is not finalized on or before January 29, 2018 a provisional credit will be issued to [redacted] while the claim is being worked which can take up to 90days for full resolution. Regards, RushCard Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. I have uploaded a copy of a utility bill thru the link above an I also emailed it to the email address provided. An I'm still being told the same thing which is to send the same document that I am sending. Regards,[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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 find that this resolution is satisfactory to me. In addition, in the future UniRush needs to safe guard my account as this has been at least the third time this has happened to myself and countless other people encounter the same thing. I'm unsure whether these encounters are the result of hacking or bad business practices.
Regards,
[redacted]
May 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: May 17, 2017 To Whom It May Concern: This letter is in response to the 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]’s complaint contends she has been requesting the remaining funds on her closed RushCard account. Ms. [redacted] also states she has made attempts to have the funds of $310.83 sent to the correct address. Ms. [redacted] would like RushCard to release her funds. On May 17, 2017, the funds of $310.38 were reissued to Ms. [redacted] to the address on file of [redacted]. On May 17, 2017, a RushCard corporate customer service specialist attempted to contact Ms. [redacted] to advise her that a check was issued to the address on file, and that she should receive that in 5-7 business days. We appreciate Ms. [redacted]’s feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, RushCard Corporate Customer Se
November 17, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 9, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We worked around the
clock to resolve these problems. At this
time, our system is up and running and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You
to our cardholders for sticking with us, we have announced a Fee Holiday
beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On October 29,
2015, a $117.91 direct deposit was debited from [redacted] account and sent
back to the remitter. [redacted] will need to contact the remitter to
retrieve her funds. 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
February 17, 2016 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] on February 5, 2016. 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 Tax Refund direct deposit posted to her account and she has not received her RushCard. [redacted] also stated that she would like for her Tax Refund direct deposit to be reversed back to the [redacted]. On January 6, 2016 [redacted] applied for a RushCard and set up her Tax Refund to post to the account. On January 24, 2016, [redacted] contacted RushCard customer service to advise that she has not received her card and failed verification. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted], and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. On February 2, 2016, RushCard received and posted a Tax Refund direct deposit to [redacted] account. On February 9, 2016, A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise that the direct deposit has been reversed back to the [redacted] per request. The [redacted] will receive the Tax Refund direct deposit within 3 to 5 business days. Attached to the complaint response is a screenshot of the direct deposit reversal. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
February 23, 2018 VIA ONLINE SUBMISSION: Revdex.com® 1 E 4th, STE 600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted]...
[redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on February 20, 2018. 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 he has been trying to close his account for months and have balance sent to him. [redacted] would like the funds in his RushCard account. On December 15, 2017, [redacted] contacted RushCard customer service to advise of an unauthorized transaction. [redacted] was then advised that we would cancel his current card and send a replacement card to him. [redacted] indicated that he needed to update his address on file. [redacted] was advised to send the following documentation to update his address on file, Driver’s License, Social Security Card and Proof of Address dated within the last 30 days. As of date we need a valid form proof of address from [redacted]. On February 23, 2018, a RushCard corporate resolutions specialist contacted [redacted] to advise of the following information. In addition, [redacted] asked that RushCard return the last deposit on the account in the amount of $666.94 back to the remitter. The deposit has been returned and will be received in 3-5 business days. We appreciate [redacted] feedback. Sincerely, RushCard Customer Service
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 September 1,
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] rebuttal states
that never requested her card ending in [redacted] be closed. [redacted] is stating that the $6.00 in transactions
fees were not credited to her account.
On October 20, 2015, a $ $6.00 in transaction fees was
credited to [redacted] RushCard account.
Attached is the $6.00
credit posted to [redacted] account.
Transaction ID
[redacted]
Amount
$6.00 CR
Date
October 20th 2015, 9:09:47 AM EST
Transaction Type
Posted
Description
Courtesy Credit
Status
Completed
Available Balance
(At time of transaction)
$6.30
Ledger Balance
(At time of transaction)
$6.30
We appreciate [redacted]
feedback.
Sincerely,
Kathy R.
Corporate Customer Service
10/29/2015
Complaint
Rush Card send us out an email the first of Oct about an update that will affect our card usage from 3 am to 8 am on oct 12. Well after 8am we was not able to use our cards. Called customer service at 9am on Oct 12 2015 customer service advised that it will be 2 more hours well 12 pm came around...
still getting denied using my money that is on my card..... As of today at 8am on Oct 13 2015 I still cannot access my funds and no one will answer our calls... This is our money how can they take out money and not answer calls or give us updates to what is going on with out money. many people are affected by this. My light got cut off yesterday because of this. I was prepared for the outage from 3am to 8am but not prepared to be out of money for more than 24 hours. I think we all should be compensated for this trouble that they have caused. I have been on hold for 2 hours with customer service and still no response from these people!
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted], which the Revdex.com® (“Revdex.com”)
received from [redacted], on June 2, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that RushCard placed a block on his accounts and
requested to submit a driver’s license, a social security card and valid proof
of address.
On
April 22, 2015, [redacted] RushCard accounts were blocked due to failed
multiple failed verification attempts. In accordance with internal policies and
security procedures, RushCard requested proof of identity from [redacted]. He
was asked to submit a copy of his Social Security Card, Government Issued
Identification, and proof of address dated within the last 30 days.
Mr.
Emery did not submit the requested documents to verify his identity until June
2, 2015. The documents submitted by [redacted] were deemed invalid due to being
illegible. On June 5, 2015 [redacted] contacted the RushCard corporate office and
was advised of the invalid documentation received, and he was advised to send
documentation to the corporate fax number for efficient handling. On June 5,
2015 a Risk Associate reviewed the documents submitted by [redacted], and all
requested documents were accepted as valid. A card replacement has been issued
via regular mail to the address on the account and [redacted] requested to preferably
process express cash to receive his funds sooner.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
[redacted]
Corporate Customer Service
April 5, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. 11302513, which the Revdex.com® (“Revdex.com”) received from [redacted], on April 1, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she want the $200.00 to be credited to her RushCard account immediately. On March 25, 2016, [redacted] filed an error allegation dispute regarding her cash was received at an ATM. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. In [redacted] case a provisional will be issued on April 8, 2016. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. Tyree T. RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. In regard to the 100$ that has yet to post to my account I have verified the account number with [redacted]. The account number that the funds were posted to is [redacted] not [redacted] has also contacted rush card on two occasions requesting that the funds be made available to me. The incident that the company is referring to deals with a $200 [redacted] transaction that was posted to someone elses card on 9/26/2015. The reference number for that transaction is [redacted]. I accepted the $200 as a loss because I made a mistake and haphazardly wrote down the wrong account number but I will not accept this 100$ as a loss because I am 100% positive that the funds were posted to the right account. [redacted] has also verified this to be true. All your company has to do is check the reference number I provided and you will see that the transaction for $100 was made at [redacted] to the right account and that the funds were also received by rush card but never posted to my account. Again the reference number in regard to the 100$ is [redacted] the date is 10/13/2015. On the issue regarding the 75$ card to card transfer from [redacted] on November 17, 2015 you say that the funds were received and transferred out but that is not the case. If you check your records you will see that on November 14, 2015 my account was credited $250 less a debit of 175$ on November 15, 2015 leaving a positive balance of $75. You are correct in a 50$ transfer was made out on November 17, 2015 but that was from money that was already in my account. After that transaction I was left with a positive balance of $25 and then on Nov 21 my account was credited another $25 leaving me with a 50 surplus. So between Nov 14, 2015 and Nov 21, 2015 I did not receive a 75$ transfer from [redacted] and it is absurd to insinuate that I did or that your company transferred in 50$ from [redacted] on Nov 17, 2015 and then turned around and transferred in 25$ more from [redacted] on Nov 21, 2015 that is just ridiculous. If the transfer had been made as you claim it would have been one transaction of 75$. I also have sent several copies of the email sent to me showing that there indeed was a transfer made and completed. The funds just were never posted to my account. The facts are in black and white if you want to argue with that and choose to not rectify this situation I will begin arbitration proceedings immediately. I trust that your company will do the right thing. I have been under undue stress missed days from my job and not been able to pay my bills because of of your inability to rectify this situation.
Regards,
[redacted]
February 16, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] ...
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 has not received the promotional credit of $25 he was promised to his RushCard account. [redacted] also states that he would like the credit he was promised. On February 9, 2017 [redacted] contacted RushCard customer service and was advised that the qualifier of the onetime card fee had not be taken out and that he did not have enough funds to cover it. On 2/10/17 [redacted] loaded another $10 to cover the onetime card fee. On February 16, 2017 a review of [redacted] account confirmed that he met the qualifier for the promotion. A credit of $25 was credited to his Rushcard account. A RushCard corporate specialist contacted [redacted] to advise him of this. [redacted] said he was satisfied with the resolution. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service.
August 17, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 15, 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]’s complaint contends he received an email from RushCard stating that his card had been compromised and that his card was blocked. Mr. [redacted] stated he attempted to contact the number he was given to resolve the issue but he was not able to reach a live agent. Mr. [redacted] would like access to the funds on his RushCard account. On August 15, 2016, Mr. [redacted] sent an email to RushCard regarding his temporary block on his card. On August 16, 2016 a RushCard corporate customer service specialist attempted to contact Mr. [redacted] to verify the declined transactions. The cardholder returned the call and was able to verify the declined transaction. Mr. [redacted]’s card was unblocked and he now has access to his funds. RushCard considers this issue resolved. We appreciate Mr. [redacted]’s feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him. RushCard, Corporate Customer Service
January 18, 2018 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste 600 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. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] Pitts, on January 13, 2018. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she was charged ATM withdrawal fees of $2.50 each. [redacted] would like a refund for the ATM fees because she states she has never been charged ATM fees before. RushCard records indicate that on January 12,2018 [redacted] visited two ATM locations to retrieve her funds. The ATM locations [redacted] visited were out of network and [redacted] was charged the $2.50 ATM fees. We are no longer using [redacted]s as our fee-free ATM vendor. To find the closest fee-free ATM to [redacted] will need to visit www.rushcard.com and click on ATM locator at the top of the page. [redacted] will need to enter the address, and the closest participating Fee-Free ATM locations will be shown. On January 18, 2018, a corporate resolutions specialist attempted to contact [redacted] to advise of this information. We sincerely apologize for the inconvenience this has caused our customer. Corporate Customer Service
November 9, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that her RushCard was blocked without her knowledge and RushCard would not expedite a card without a $30 fee. [redacted] is requesting a replacement card expedited and the fee waived. Our records indicate that on November 8, 2017, our Risk team determined that [redacted] card was confirmed compromised. To protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in 6594. A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matter. We regret that [redacted] was advised that she had to pay a $30 fee to expedite the replacement card. On November 9, 2017 after a review of the account, a replacement card was expedited waiving the fee. We attempted to contact [redacted] to advise her of this information. A detailed message was left for a callback. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
January 22, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer:...
[redacted] Complaint number: [redacted] Complaint date: January 18, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer 2complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, he filed a dispute for two transactions posted to his RushCard. She is requesting a refund. Our records indicate on January 15, 2018, [redacted] disputed two transactions, totaling $169.90. She is stating she has contacted the merchants to cancel the services provided but the merchants did not provide the promised credits. RushCard dispute team is in the process of researching [redacted] claim. If the claim is not finalized on or before January 29, 2018 a provisional credit will be issued to [redacted] while the claim is being worked which can take up to 90days for full resolution. Regards, RushCard Corporate Customer Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. I have uploaded a copy of a utility bill thru the link above an I also emailed it to the email address provided. An I'm still being told the same thing which is to send the same document that I am sending. Regards,[redacted]
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 20, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 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 find that this resolution is satisfactory to me. In addition, in the future UniRush needs to safe guard my account as this has been at least the third time this has happened to myself and countless other people encounter the same thing. I'm unsure whether these encounters are the result of hacking or bad business practices.
Regards,
[redacted]
May 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: May 17, 2017 To Whom It May Concern: This letter is in response to the 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]’s complaint contends she has been requesting the remaining funds on her closed RushCard account. Ms. [redacted] also states she has made attempts to have the funds of $310.83 sent to the correct address. Ms. [redacted] would like RushCard to release her funds. On May 17, 2017, the funds of $310.38 were reissued to Ms. [redacted] to the address on file of [redacted]. On May 17, 2017, a RushCard corporate customer service specialist attempted to contact Ms. [redacted] to advise her that a check was issued to the address on file, and that she should receive that in 5-7 business days. We appreciate Ms. [redacted]’s feedback, and sincerely apologize for any inconvenience this matter has caused him. Regards, RushCard Corporate Customer Se
November 17, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 9, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We worked around the
clock to resolve these problems. At this
time, our system is up and running and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You
to our cardholders for sticking with us, we have announced a Fee Holiday
beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. On October 29,
2015, a $117.91 direct deposit was debited from [redacted] account and sent
back to the remitter. [redacted] will need to contact the remitter to
retrieve her funds. 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
February 17, 2016 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] on February 5, 2016. 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 Tax Refund direct deposit posted to her account and she has not received her RushCard. [redacted] also stated that she would like for her Tax Refund direct deposit to be reversed back to the [redacted]. On January 6, 2016 [redacted] applied for a RushCard and set up her Tax Refund to post to the account. On January 24, 2016, [redacted] contacted RushCard customer service to advise that she has not received her card and failed verification. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted], and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. On February 2, 2016, RushCard received and posted a Tax Refund direct deposit to [redacted] account. On February 9, 2016, A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise that the direct deposit has been reversed back to the [redacted] per request. The [redacted] will receive the Tax Refund direct deposit within 3 to 5 business days. Attached to the complaint response is a screenshot of the direct deposit reversal. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, RushCard Corporate Customer Service
February 23, 2018 VIA ONLINE SUBMISSION: Revdex.com® 1 E 4th, STE 600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted]...
[redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on February 20, 2018. 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 he has been trying to close his account for months and have balance sent to him. [redacted] would like the funds in his RushCard account. On December 15, 2017, [redacted] contacted RushCard customer service to advise of an unauthorized transaction. [redacted] was then advised that we would cancel his current card and send a replacement card to him. [redacted] indicated that he needed to update his address on file. [redacted] was advised to send the following documentation to update his address on file, Driver’s License, Social Security Card and Proof of Address dated within the last 30 days. As of date we need a valid form proof of address from [redacted]. On February 23, 2018, a RushCard corporate resolutions specialist contacted [redacted] to advise of the following information. In addition, [redacted] asked that RushCard return the last deposit on the account in the amount of $666.94 back to the remitter. The deposit has been returned and will be received in 3-5 business days. We appreciate [redacted] feedback. Sincerely, RushCard Customer Service
October 20, 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 September 1,
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] rebuttal states
that never requested her card ending in [redacted] be closed. [redacted] is stating that the $6.00 in transactions
fees were not credited to her account.
On October 20, 2015, a $ $6.00 in transaction fees was
credited to [redacted] RushCard account.
Attached is the $6.00
credit posted to [redacted] account.
Transaction ID
[redacted]
Amount
$6.00 CR
Date
October 20th 2015, 9:09:47 AM EST
Transaction Type
Posted
Description
Courtesy Credit
Status
Completed
Available Balance
(At time of transaction)
$6.30
Ledger Balance
(At time of transaction)
$6.30
We appreciate [redacted]
feedback.
Sincerely,
Kathy R.
Corporate Customer Service
10/29/2015
Complaint
Rush Card send us out an email the first of Oct about an update that will affect our card usage from 3 am to 8 am on oct 12. Well after 8am we was not able to use our cards. Called customer service at 9am on Oct 12 2015 customer service advised that it will be 2 more hours well 12 pm came around...
still getting denied using my money that is on my card..... As of today at 8am on Oct 13 2015 I still cannot access my funds and no one will answer our calls... This is our money how can they take out money and not answer calls or give us updates to what is going on with out money. many people are affected by this. My light got cut off yesterday because of this. I was prepared for the outage from 3am to 8am but not prepared to be out of money for more than 24 hours. I think we all should be compensated for this trouble that they have caused. I have been on hold for 2 hours with customer service and still no response from these people!
Desired Resolution
I want access to my money on the card.
Consumer Business Dialog
June 9,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted], which the Revdex.com® (“Revdex.com”)
received from [redacted], on June 2, 2015. UniRush, LLC d/b/a RushCard takes
customer complaints seriously and strives to provide quality customer service
while dutifully protecting customer identities and resources.
[redacted] complaint contends that RushCard placed a block on his accounts and
requested to submit a driver’s license, a social security card and valid proof
of address.
On
April 22, 2015, [redacted] RushCard accounts were blocked due to failed
multiple failed verification attempts. In accordance with internal policies and
security procedures, RushCard requested proof of identity from [redacted]. He
was asked to submit a copy of his Social Security Card, Government Issued
Identification, and proof of address dated within the last 30 days.
Mr.
Emery did not submit the requested documents to verify his identity until June
2, 2015. The documents submitted by [redacted] were deemed invalid due to being
illegible. On June 5, 2015 [redacted] contacted the RushCard corporate office and
was advised of the invalid documentation received, and he was advised to send
documentation to the corporate fax number for efficient handling. On June 5,
2015 a Risk Associate reviewed the documents submitted by [redacted], and all
requested documents were accepted as valid. A card replacement has been issued
via regular mail to the address on the account and [redacted] requested to preferably
process express cash to receive his funds sooner.
We appreciate [redacted] feedback and sincerely apologize for the
inconvenience this has caused.
[redacted]
Corporate Customer Service
April 5, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. 11302513, which the Revdex.com® (“Revdex.com”) received from [redacted], on April 1, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an error allegation dispute and has not received her funds as of yet. [redacted] also stated that she want the $200.00 to be credited to her RushCard account immediately. On March 25, 2016, [redacted] filed an error allegation dispute regarding her cash was received at an ATM. The RushCard dispute team received a signed error allegation dispute form from [redacted]. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifies. In [redacted] case a provisional will be issued on April 8, 2016. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. We will provide notification on the resolution. Tyree T. RushCard Corporate Customer Service