This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer...
identities and resources. In [redacted] complaint, she states there’s an unauthoried ATM withdraw out of her RushCard account for $383 in Arizona. She disputed the charge, however, she did not get refunded. Our records indicate on Febuary 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute for an ATM withdraw. On March 2nd, [redacted] claim was denied due to no error found. On March 14, 2017, [redacted] claim was approved. We apologize for any inconvenience this may have caused. Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 26, 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. RushCard shows no record of missing funds
from [redacted] account. The available balance on [redacted] account is the
correct amount.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 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
September 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: 09/13/2017 To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions, which was denied. She is requesting a refund. Our record indicates on May 16, 2017, [redacted] disputed transactions with [redacted] totaling $256.97. On August 14, 2017, [redacted] claim was denied. On August 1, 2017, our denied was re-decisioned in [redacted] ‘s favor, and a credit for $256.97 has posted to [redacted] account. Regards, RushCard Corporate Customer Service
August 1, 2017 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 July 26, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she noticed an authorized transaction on her account. [redacted] states she told an agent not to move forward with the dispute and to not block her card. [redacted] states her card was blocked and a replacement card was processed with a $30.00 fee. [redacted] would like her RushCard sent to her so that she can access her funds. On July 26, 2017, [redacted] contacted RushCard customer service to dispute transactions totaling $365.82. [redacted] was advised of the dispute process and that the card must be replaced. A replacement card was processed for [redacted] on July 26, 2017 and the card will be received in 5-7 business days. In addition, [redacted] chose the option for expedited delivery which included a $30.00 fee. On August 1, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] to advise of this information. We appreciate [redacted] feedback. Sincerely, RushCard 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 27, 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
August 24, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 16, 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 she was initially told to send in documents for verification to get her RushCard unblocked. [redacted] states she was also told it would be resolved in 1-2 business days. [redacted] would like her funds released and a check or money order issued to her. On July 28 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditions. On August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this information. On August 12, 2016 per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this information. In addition, [redacted] was advised we did not have a date for when her funds would be unfrozen. [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblocked. On August 24,2016 a corporate customer service representative contacted [redacted] to advise that the funds on her account in the amount $738.76 were issued via bill payment check to the address on file. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard,
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. Unless someone from RushCard made a duplicate card and RushCard are the only ones that know my pin. Im just going to have my attorney work this out. If I work in [redacted] and live here there is no way my card could magically be used in another town. I just want my money back. Work Schedule for ThursdayThursday June 23, 2016 Clock In 7:40am Lunch 12:00-12:30 Clock Out 5:04pm
Regards,
[redacted]
March 20, 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 March 17, 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 RushCard blocked her card, and that she would have to wait for a replacement card. [redacted] also states that she did not ask RushCard to block her card and needs to have access to the funds on her account. On July 31, 2014 [redacted] spoke with RushCard customer service and was advised that the card account was blocked due to the card being compromised. [redacted] was advised that a card replacement needed to be processed. [redacted] rejected the card replacement to be sent to her. On May 20, 2016 a corporate customer service representative attempted to contact [redacted] to advise of the information regarding her RushCard account. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 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. RushCard shows that [redacted] was not affected by the
conversion that took place on 10/12/2015. [redacted] account showed an
available balance of $0.25 from 10/12/2015 to 11/3/2015. There were not enough
funds available for [redacted] to make transactions on her account. 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/.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 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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[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 find that this resolution is satisfactory to me.
Regards,
[redacted]
There was no investigation done to find out if they were false. I have contacted the police department and they informed that no one from rush card contacted them pertaining to the investigation. They closed my account after I contacted the Revdex.com about the matter. When I called to see why my account was closed I was informed that corporate closed it due to, to many unauthorized transactions. since I filed my dispute there are over 40 other case of people that had their money stolen by this company and the company refuses to return the money I have filed a appeal and is now requesting arbitration to resolve the matter.
August 19, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 18, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard processed a replacement card for her and told her she could still use her current card until the replacement card was received. However, her card was declined when she attempted to use it. [redacted] also states that she did not get the $30 RushCard advertised for referring her Son to Rushcard. On August 12, 2016 [redacted] contacted RushCard and spoke to a customer service agent to get a replacement card for a damaged card. [redacted] was advised she could still use her current card. [redacted] also inquired about not getting the correct amount for referring her son to RushCard’s Refer a Friend program. Due to a system related error, [redacted] card was deactivated in error. This has since be corrected and she should be able to use her current card until the replacement card is received. Regarding [redacted] complaint about not getting the $30 for referring her son to the RushCard Refer a Friend program; on August 16, 2016 [redacted] contacted RushCard and spoke to a customer service agent that advised her that the $30 promotion for the Refer a Friend program started August 3, 2016 and her son opened the account July 2016. Therefore, she does not qualify for the $30 credit. On August 19, 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. RushCard,
This customer has spoken with myself and Morgan G. regarding her issue. She has hung up on both of us and over talked me during the entire conversation. We have addressed all her concerns. Thank you, UniRush, LLC Tyree T., Customer Service SpecialistPO Box 42482 Direct: ###-###-####Cincinnati, Ohio 45242
UniRush has provided [redacted] with information regarding her dispute claim. [redacted] has a spending pattern with the merchant in question prior to the disputed transactions and after the card was replaced. [redacted] is claiming the card was lost at the [redacted] airport in [redacted] therefore it is not a normally pattern of an individual who found a lost card to fraudulently use the cardholders card in the location of residency along with the same merchants. UniRush is requesting for the Revdex.com claim to be closed as the cardholder has been provided the required information on a closed claim.
June 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 19, 2017 To Whom It May Concern: This letter is in response to the consumer complaint #[redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard blocked her account and that she was not notified of this information. [redacted] would like to have access to her funds by having a check sent overnight to her. On June 5, 2017, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account. [redacted] contacted our customer service and was advised per policy and procedure she would need to answer specific identity questions based on public information. [redacted] was unsuccessful in answering all questions and thus we require her to submit into us identification documentation. We request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last 30 days. We could validate [redacted] state ID and copy of her social security card however, the proof of address is not dated within the last 30 days. A corporate customer service representative contacted [redacted] on June 21, 2017 to advise of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
December 29, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: December 28, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders. In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect. In addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic to the call center. We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through. We worked around the clock to resolve these proble[redacted] At this time, our system is up and running and cardholders have access to their funds and account information. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly. In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/. It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy. At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. [redacted] complaint states she did not timely receive a replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On December 13, 2015, [redacted] contacted RushCard customer service and requested for an expedited replacement card. [redacted] contacted customer service again on December 19, 2015 and was advised that her previous card encountered an error with processing the expedited replacement card. Due to conversion related system errors, a new RushCard could not be generated for [redacted]. On December 23, 2015, [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On December 29, 2015, due to the conversion RushCard expedited [redacted] a replacement card and transferred the funds to her new account ending in [redacted] will receive her expedited card within 1 to 2 business days. Additionally, a $25.00 courtesy credit was issued to [redacted] 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 Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer...
identities and resources. In [redacted] complaint, she states there’s an unauthoried ATM withdraw out of her RushCard account for $383 in Arizona. She disputed the charge, however, she did not get refunded. Our records indicate on Febuary 16, 2017, [redacted] contacted RushCard to file an unauthorized dispute for an ATM withdraw. On March 2nd, [redacted] claim was denied due to no error found. On March 14, 2017, [redacted] claim was approved. We apologize for any inconvenience this may have caused. Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 26, 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. RushCard shows no record of missing funds
from [redacted] account. The available balance on [redacted] account is the
correct amount.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 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
September 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: 09/13/2017 To Whom It May Concern: This letter is in response to the consumer complaint # referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states she disputed unauthorized transactions, which was denied. She is requesting a refund. Our record indicates on May 16, 2017, [redacted] disputed transactions with [redacted] totaling $256.97. On August 14, 2017, [redacted] claim was denied. On August 1, 2017, our denied was re-decisioned in [redacted] ‘s favor, and a credit for $256.97 has posted to [redacted] account. Regards, RushCard Corporate Customer Service
August 1, 2017 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 July 26, 2017. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she noticed an authorized transaction on her account. [redacted] states she told an agent not to move forward with the dispute and to not block her card. [redacted] states her card was blocked and a replacement card was processed with a $30.00 fee. [redacted] would like her RushCard sent to her so that she can access her funds. On July 26, 2017, [redacted] contacted RushCard customer service to dispute transactions totaling $365.82. [redacted] was advised of the dispute process and that the card must be replaced. A replacement card was processed for [redacted] on July 26, 2017 and the card will be received in 5-7 business days. In addition, [redacted] chose the option for expedited delivery which included a $30.00 fee. On August 1, 2017, a RushCard corporate customer service specialist attempted to contact [redacted] to advise of this information. We appreciate [redacted] feedback. Sincerely, RushCard 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 27, 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
I have STILL yet to receive a card that I was approved for. I will not be satisfied until I have a card, in hand.
August 24, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 16, 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 she was initially told to send in documents for verification to get her RushCard unblocked. [redacted] states she was also told it would be resolved in 1-2 business days. [redacted] would like her funds released and a check or money order issued to her. On July 28 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditions. On August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this information. On August 12, 2016 per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this information. In addition, [redacted] was advised we did not have a date for when her funds would be unfrozen. [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblocked. On August 24,2016 a corporate customer service representative contacted [redacted] to advise that the funds on her account in the amount $738.76 were issued via bill payment check to the address on file. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard,
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. Unless someone from RushCard made a duplicate card and RushCard are the only ones that know my pin. Im just going to have my attorney work this out. If I work in [redacted] and live here there is no way my card could magically be used in another town. I just want my money back. Work Schedule for ThursdayThursday June 23, 2016 Clock In 7:40am Lunch 12:00-12:30 Clock Out 5:04pm
Regards,
[redacted]
March 20, 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 March 17, 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 RushCard blocked her card, and that she would have to wait for a replacement card. [redacted] also states that she did not ask RushCard to block her card and needs to have access to the funds on her account. On July 31, 2014 [redacted] spoke with RushCard customer service and was advised that the card account was blocked due to the card being compromised. [redacted] was advised that a card replacement needed to be processed. [redacted] rejected the card replacement to be sent to her. On May 20, 2016 a corporate customer service representative attempted to contact [redacted] to advise of the information regarding her RushCard account. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 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. RushCard shows that [redacted] was not affected by the
conversion that took place on 10/12/2015. [redacted] account showed an
available balance of $0.25 from 10/12/2015 to 11/3/2015. There were not enough
funds available for [redacted] to make transactions on her account. 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/.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 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
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]
[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 find that this resolution is satisfactory to me.
Regards,
[redacted]
There was no investigation done to find out if they were false. I have contacted the police department and they informed that no one from rush card contacted them pertaining to the investigation. They closed my account after I contacted the Revdex.com about the matter. When I called to see why my account was closed I was informed that corporate closed it due to, to many unauthorized transactions. since I filed my dispute there are over 40 other case of people that had their money stolen by this company and the company refuses to return the money I have filed a appeal and is now requesting arbitration to resolve the matter.
August 19, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: August 18, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard processed a replacement card for her and told her she could still use her current card until the replacement card was received. However, her card was declined when she attempted to use it. [redacted] also states that she did not get the $30 RushCard advertised for referring her Son to Rushcard. On August 12, 2016 [redacted] contacted RushCard and spoke to a customer service agent to get a replacement card for a damaged card. [redacted] was advised she could still use her current card. [redacted] also inquired about not getting the correct amount for referring her son to RushCard’s Refer a Friend program. Due to a system related error, [redacted] card was deactivated in error. This has since be corrected and she should be able to use her current card until the replacement card is received. Regarding [redacted] complaint about not getting the $30 for referring her son to the RushCard Refer a Friend program; on August 16, 2016 [redacted] contacted RushCard and spoke to a customer service agent that advised her that the $30 promotion for the Refer a Friend program started August 3, 2016 and her son opened the account July 2016. Therefore, she does not qualify for the $30 credit. On August 19, 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. RushCard,
This customer has spoken with myself and Morgan G. regarding her issue. She has hung up on both of us and over talked me during the entire conversation. We have addressed all her concerns. Thank you, UniRush, LLC Tyree T., Customer Service SpecialistPO Box 42482 Direct: ###-###-####Cincinnati, Ohio 45242
UniRush has provided [redacted] with information regarding her dispute claim. [redacted] has a spending pattern with the merchant in question prior to the disputed transactions and after the card was replaced. [redacted] is claiming the card was lost at the [redacted] airport in [redacted] therefore it is not a normally pattern of an individual who found a lost card to fraudulently use the cardholders card in the location of residency along with the same merchants. UniRush is requesting for the Revdex.com claim to be closed as the cardholder has been provided the required information on a closed claim.
June 26, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 19, 2017 To Whom It May Concern: This letter is in response to the consumer complaint #[redacted] referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard blocked her account and that she was not notified of this information. [redacted] would like to have access to her funds by having a check sent overnight to her. On June 5, 2017, [redacted] RushCard account ending in [redacted] was blocked as a precautionary measure to prevent any unauthorized transactions being made on his account. [redacted] contacted our customer service and was advised per policy and procedure she would need to answer specific identity questions based on public information. [redacted] was unsuccessful in answering all questions and thus we require her to submit into us identification documentation. We request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last 30 days. We could validate [redacted] state ID and copy of her social security card however, the proof of address is not dated within the last 30 days. A corporate customer service representative contacted [redacted] on June 21, 2017 to advise of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
December 29, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: December 28, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. RushCard experienced a significant service interruption on Monday, October 12, 2015 related to our processor conversion. The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders. In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect. In addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic to the call center. We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through. We worked around the clock to resolve these proble[redacted] At this time, our system is up and running and cardholders have access to their funds and account information. We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly. In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/. It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy. At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insurance. [redacted] complaint states she did not timely receive a replacement card. [redacted] further indicates there was a delay in processing her replacement card and that she is having difficulty with receiving her funds that is located on her RushCard account. On December 13, 2015, [redacted] contacted RushCard customer service and requested for an expedited replacement card. [redacted] contacted customer service again on December 19, 2015 and was advised that her previous card encountered an error with processing the expedited replacement card. Due to conversion related system errors, a new RushCard could not be generated for [redacted]. On December 23, 2015, [redacted] reapplied for another RushCard account processing a replacement card via regular mail. On December 29, 2015, due to the conversion RushCard expedited [redacted] a replacement card and transferred the funds to her new account ending in [redacted] will receive her expedited card within 1 to 2 business days. Additionally, a $25.00 courtesy credit was issued to [redacted] 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 Corporate Customer Service