November 2, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th Ste. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 28, 2017 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. This consumer is not a RushCard Account holder and we are unable to locate any account information. RushCard Corporate Customer Service
March 7, 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. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 2, 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 states that she made a charge at [redacted] Gas Station in the amount of $50.00 on 2/21/2016 and it settled on her RushCard account on 2/23/2016. [redacted] also stated that she would like the charge to be released and a $20.00 credit to her account. On February 23, 2016, a transaction in the amount of $50.00 was deducted and settled on [redacted] RushCard account. The description of the transaction shows as DR ADJUST EXCEPT in the transaction history. The original transaction may be from mid-October up to now that [redacted] made on her account. A $20.00 credit will not be provided to [redacted]’ RushCard account. [redacted] will need to contact RushCard customer service and speak with the disputes department to file a dispute regarding the settled transaction. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifies. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted]’ feedback and apologize for the inconvenience that this may have caused. 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.
Regards,
[redacted] I have been dealing with rushcard since oct 10 after a purchase of 133.00 was made to and online virgin hair site. I called them on the 11th to ask if the payment had posted because I never recieved a comformation an it struck a red flag I was told the money was still being held I ask that they freeze the transaction so that it would proccess on the 11th the repersentative tld me she had made a not on my account and that the matter would be taking care of . at that time I didnt need to file a dispute because the fuds hadnt been releasedd. after desperatley trying to stay on the phone with somebody to find out and update even after emailing the dispute wasnt file properly till nov 27 I had provided al the email dats and calll times to rushcard explaining the time discrepancy on thee behalf howerver nothing was done. today is dec,9 I called and spoke to a superviso bu the of dasey. she told me that I could be waiting and additional 40-120 days to even get an update on whats going on with my dispute I ask to be transferd to the dispute department and she told me that I could not be transfered because I already filed a dispute so I had to wait until I was contacted and she also stated that she didnt have as many resources to give me vaulbe imformation that only the dispute department would have had. She stated there was nothing they could do and that she didnt have a update for me as far as my money and my account I have a call that was record when I ask the repesentative to please not allow the transaction to proccess to the vendor and now I have been without a refund and a credit. i want them to refund me my money and put my 133.00 back in my account
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 called over nine times to get the matter resolved with customer service. Finally I get a supervisor Jason...whom was very helpful. I don't know how my account number could have been invalid. My check has been deposited into the same account number for over 2 years. I spoke with my payroll department. She showed me all the previous deposits. No account number was changed. The company has not contacted me directly. I even called the corporate number....the phone just rang. I called RUSH Communications spoke with a person there....she was no assistance either. I am shopping for another source to deposit my payroll check. This company has no care when it comes to customers whom have been with them several years. I should get paid just for my inconvenience. I have never had any problems with direct deposit from any bank. What really got me is I had to repeat my story over and over to every agent. I know calls are documented. When I asked for a manager I was denied, and told my check was there but in an invalid status and would be sent back to the bank. I would have to wait 3 to 5 business days before I get my check. Then I got Jason who was very helpful. He sent a message to his manager and I received my check the next morning. It was late but I got it.
Regards,
[redacted]
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for theinconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
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 she filed a dispute with RushCard totaling $145.00, she was told provisional credit will be issued to her in 10 days; however, RushCard has failed to issue credit. She requested a new card to be expedited to her for a fee of $34.95; however, she has yet to receive the card and the fee was debited out of her account. She states she has money on her card, but she’s unable to use it because she does not have her card. Our record indicates on February 26, & 28, 2017, [redacted] contacted RushCard to file an unauthorized dispute on four transactions, totaling $113.65. [redacted] claimed the card used to make the fraudulent transactions had been in her possession. [redacted] was advised to sign the dispute form and return it back to RushCard within ten business days to get provisional credit. The dispute forms were sent to her email address as well as her physical address. On March 14, 2017, [redacted] failed to return the dispute form signed to RushCard, therefore, no provisional credit was issued. Her claim is still being investigated and will be finalized on/or before May 29th, 2017. To address her claim that an expedited card was supposed to be sent to her and a fee of $34 was charged to her account, is simply false. We have no record of such. [redacted] can obtain a copy of her statement to review transactions and fees that have posted to her account.
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 August 31, 2015.
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]
[redacted] complaint is in regards to her daughter’s RushCard account.
We
are unable to release any information to [redacted] due to third party privacy
laws.
April 19, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Case #: [redacted] Consumer: [redacted] Complaint Date: April 13, 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 the response that RushCard provided previously, does not resolve her issue. [redacted] states she will cancel her RushCard if a better answer is not provided. [redacted] provided her employer with her ex boyfriends DDID and will therefore need resolve it with him. This is not a RushCard issue. As stated in the previous response to [redacted], she will need to contact her ex-boyfriend for resolution regarding her missing funds. Based on our last conversation with [redacted], her RushCard account was closed per her request. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
March 3, 2016
VIA ONLINE
SUBMISSION:
RevDex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Consumer: [redacted]
Complaint number:...
[redacted]
Complaint
date: February 24, 2016
To Whom It May Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. UniRush, LLC which is the program manager for
the Rushcard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted] complaint contends that her RushCard was declined
when attempting to process a transaction.
[redacted] also stated that her direct deposit funds were not available
on her account to process the transaction.
On February 24, 2016 at 3:57p.m., RushCard received and posted
her SSI deposit to [redacted]’s account with the effective date of March 1,
2016. [redacted] started to process a transaction at 3:26pm which lead to a declined
transaction due to insufficient funds. As
of March 3, 2016 RushCard can confirm [redacted] has access to her funds.
We appreciate [redacted] feedback. Our goal is to provide financial convenience
supported by reliable customer service.
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]
Davis, on July 24, 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 denied her unauthorized transaction
disputes. [redacted] also experienced substandard customer service when
contacting RushCard Customer Service.
On June
23 and July 6, 2015, [redacted] filed unauthorized transaction disputes
regarding multiple charges made on her account. On June 23, 2015, the RushCard dispute team received
a signed unauthorized transaction dispute form from [redacted]. On July 5, 2015,
Provisional credit was issued to the account. On July 7, 2015, [redacted]’ unauthorized
transaction disputes were denied due to no error occurred and the provisional
credit was then reversed from the account. On July 15, 2015 [redacted] contacted
RushCard customer service and was advised of the rebuttal letter process to
reopen the denied unauthorized transaction disputes and to provide any
additional documentation to the disputes department. [redacted] sent in a
rebuttal letter with no additional documentation to support reopening the
claim. A Corporate Customer Service
Specialist contacted [redacted] to advise that the rebuttal letter was denied. We
encourage [redacted] to work with the merchant or law enforcement to resolve any
issues regarding products or services rendered. RushCard has determined that
the transaction was completed as requested.
We appreciate [redacted]’ feedback. Our goal is to provide
financial convenience supported by reliable 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 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 have determined that this does not resolve my complaint.
Regards,
[redacted]
March 17, 2016 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 March 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 states that she was charged for a monthly fee on her RushCard account. [redacted] also stated that she should be refunded $5.95. March 17, 2016, a corporate customer service specialist contacted [redacted] and advised her of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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
January 11, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 5, 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. [redacted] complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $100.00 from [redacted] Bank. [redacted] states [redacted] bank advised they would not collect on the funds. [redacted] would like the funds credited back to her RushCard account. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to 10 (ten) days.” Per previous response RushCard records indicate that [redacted] contacted customer service on January 5, 2018 and spoke to an agent regarding the pending hold in the amount of $100.00 from [redacted] Bank. Our records further indicate that the customer service agent advised [redacted] to speak with the merchant regarding the funds or to send in a Merchant Hold Release Letter. As of date the transaction has settled to the account on January 6, 2018. [redacted] has since filed a dispute for this transaction. The dispute will be researched to determine a resolution. The time frame for dispute research is 45-90 days. Upon completion of the dispute [redacted] will be provided with a resolution by mail. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Missing money has been returned and previous errors corrected in a timely manner.
Regards,
[redacted]
August 26, 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 texted her saying her funds were available. However, when she tried to use the card, she was embarrassed when it declined her transaction. She also states that even though she did not qualify for the $30 Refer a Friend program, she and her son still have not received the $20 credit due. On August 26, 2016 A RushCard corporate customer service specialist contact [redacted] and apologized for her inconvenience when trying to use her card. [redacted] was offered a courtesy credit for the inconvenience. In addition, we explained to [redacted] that the qualification for a minimum deposit for the Refer a Friend program was not met. I advised her that when her son makes the minimum deposit, will credit both accounts the $20 credit. [redacted] was satisfied with this resolution. RushCard considers this issue resolved. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused.
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]
November 2, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th Ste. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 28, 2017 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. This consumer is not a RushCard Account holder and we are unable to locate any account information. RushCard Corporate Customer Service
March 7, 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. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 2, 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 states that she made a charge at [redacted] Gas Station in the amount of $50.00 on 2/21/2016 and it settled on her RushCard account on 2/23/2016. [redacted] also stated that she would like the charge to be released and a $20.00 credit to her account. On February 23, 2016, a transaction in the amount of $50.00 was deducted and settled on [redacted] RushCard account. The description of the transaction shows as DR ADJUST EXCEPT in the transaction history. The original transaction may be from mid-October up to now that [redacted] made on her account. A $20.00 credit will not be provided to [redacted]’ RushCard account. [redacted] will need to contact RushCard customer service and speak with the disputes department to file a dispute regarding the settled transaction. Per RushCard Cardholder Agreement, the dispute process can take up to 45 to 90 days to investigate the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifies. A final letter will be sent to the address on the account notifying [redacted] of the resolution. We appreciate [redacted]’ feedback and apologize for the inconvenience that this may have caused. 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.
Regards,
[redacted] I have been dealing with rushcard since oct 10 after a purchase of 133.00 was made to and online virgin hair site. I called them on the 11th to ask if the payment had posted because I never recieved a comformation an it struck a red flag I was told the money was still being held I ask that they freeze the transaction so that it would proccess on the 11th the repersentative tld me she had made a not on my account and that the matter would be taking care of . at that time I didnt need to file a dispute because the fuds hadnt been releasedd. after desperatley trying to stay on the phone with somebody to find out and update even after emailing the dispute wasnt file properly till nov 27 I had provided al the email dats and calll times to rushcard explaining the time discrepancy on thee behalf howerver nothing was done. today is dec,9 I called and spoke to a superviso bu the of dasey. she told me that I could be waiting and additional 40-120 days to even get an update on whats going on with my dispute I ask to be transferd to the dispute department and she told me that I could not be transfered because I already filed a dispute so I had to wait until I was contacted and she also stated that she didnt have as many resources to give me vaulbe imformation that only the dispute department would have had. She stated there was nothing they could do and that she didnt have a update for me as far as my money and my account I have a call that was record when I ask the repesentative to please not allow the transaction to proccess to the vendor and now I have been without a refund and a credit. i want them to refund me my money and put my 133.00 back in my account
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 called over nine times to get the matter resolved with customer service. Finally I get a supervisor Jason...whom was very helpful. I don't know how my account number could have been invalid. My check has been deposited into the same account number for over 2 years. I spoke with my payroll department. She showed me all the previous deposits. No account number was changed. The company has not contacted me directly. I even called the corporate number....the phone just rang. I called RUSH Communications spoke with a person there....she was no assistance either. I am shopping for another source to deposit my payroll check. This company has no care when it comes to customers whom have been with them several years. I should get paid just for my inconvenience. I have never had any problems with direct deposit from any bank. What really got me is I had to repeat my story over and over to every agent. I know calls are documented. When I asked for a manager I was denied, and told my check was there but in an invalid status and would be sent back to the bank. I would have to wait 3 to 5 business days before I get my check. Then I got Jason who was very helpful. He sent a message to his manager and I received my check the next morning. It was late but I got it.
Regards,
[redacted]
October 14,2015 VIA ONLINE SUBMISSION:Revdex.com® 7W Seventh St Suite 1600CincinnatiOhio 45202 Re: Case # [redacted] Consumer: [redacted]...
To Whom ItMay Concern: This letter is in response to theattached complaint, Case No. [redacted], whichthe Revdex.com® (“Revdex.com”)received from [redacted], on October 13, 2015. UniRush, LLC d/b/a RushCardtakes customer complaints seriously and strives to provide quality customerservice while dutifully protecting customer identities and resources. RushCardcompletely understands the impact our mandatory updates have had on ourcardholders and we thank you for your patience during this transition. We are not ableto respond in a timely manner to the high level of cardholder volume ande-mails that are being received. We have been workingdiligently to get our system back up and running smoothly. Currently ourwebsite is stable and will have accurate account information and full access.Your RushCard is available to make purchases and should be functioningproperly. At RushCard, it is our responsibility to have ourcardholders’ funds available 24/7, when needed. We understand the seriousconsequences when we fail in meeting that expectation. A $20.00 customerservice credit has been provided to [redacted] account for theinconvenience. Again, we deeply apologize for the problems this outagecaused and pledge our best efforts toward preventing this from happening again. Regards, Tyree T.Customer Service Specialist
Read More Customer Complaints:
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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 she filed a dispute with RushCard totaling $145.00, she was told provisional credit will be issued to her in 10 days; however, RushCard has failed to issue credit. She requested a new card to be expedited to her for a fee of $34.95; however, she has yet to receive the card and the fee was debited out of her account. She states she has money on her card, but she’s unable to use it because she does not have her card. Our record indicates on February 26, & 28, 2017, [redacted] contacted RushCard to file an unauthorized dispute on four transactions, totaling $113.65. [redacted] claimed the card used to make the fraudulent transactions had been in her possession. [redacted] was advised to sign the dispute form and return it back to RushCard within ten business days to get provisional credit. The dispute forms were sent to her email address as well as her physical address. On March 14, 2017, [redacted] failed to return the dispute form signed to RushCard, therefore, no provisional credit was issued. Her claim is still being investigated and will be finalized on/or before May 29th, 2017. To address her claim that an expedited card was supposed to be sent to her and a fee of $34 was charged to her account, is simply false. We have no record of such. [redacted] can obtain a copy of her statement to review transactions and fees that have posted to her account.
September
4, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint
ID: [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Complaint No. [redacted] which
the Revdex.com®
(“Revdex.com”) received
from [redacted] on August 31, 2015.
UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted]
[redacted] complaint is in regards to her daughter’s RushCard account.
We
are unable to release any information to [redacted] due to third party privacy
laws.
We appreciate [redacted] feedback.
Regards,
Tyree T.
Corporate Customer Service
April 19, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Case #: [redacted] Consumer: [redacted] Complaint Date: April 13, 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 the response that RushCard provided previously, does not resolve her issue. [redacted] states she will cancel her RushCard if a better answer is not provided. [redacted] provided her employer with her ex boyfriends DDID and will therefore need resolve it with him. This is not a RushCard issue. As stated in the previous response to [redacted], she will need to contact her ex-boyfriend for resolution regarding her missing funds. Based on our last conversation with [redacted], her RushCard account was closed per her request. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
March 3, 2016
VIA ONLINE
SUBMISSION:
RevDex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Consumer: [redacted]
Complaint number:...
[redacted]
Complaint
date: February 24, 2016
To Whom It May Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. UniRush, LLC which is the program manager for
the Rushcard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
[redacted] complaint contends that her RushCard was declined
when attempting to process a transaction.
[redacted] also stated that her direct deposit funds were not available
on her account to process the transaction.
On February 24, 2016 at 3:57p.m., RushCard received and posted
her SSI deposit to [redacted]’s account with the effective date of March 1,
2016. [redacted] started to process a transaction at 3:26pm which lead to a declined
transaction due to insufficient funds. As
of March 3, 2016 RushCard can confirm [redacted] has access to her funds.
We appreciate [redacted] feedback. Our goal is to provide financial convenience
supported by reliable customer service.
Satoyra H.
RushCard Corporate Customer Service
July 29,
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]
Davis, on July 24, 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 denied her unauthorized transaction
disputes. [redacted] also experienced substandard customer service when
contacting RushCard Customer Service.
On June
23 and July 6, 2015, [redacted] filed unauthorized transaction disputes
regarding multiple charges made on her account. On June 23, 2015, the RushCard dispute team received
a signed unauthorized transaction dispute form from [redacted]. On July 5, 2015,
Provisional credit was issued to the account. On July 7, 2015, [redacted]’ unauthorized
transaction disputes were denied due to no error occurred and the provisional
credit was then reversed from the account. On July 15, 2015 [redacted] contacted
RushCard customer service and was advised of the rebuttal letter process to
reopen the denied unauthorized transaction disputes and to provide any
additional documentation to the disputes department. [redacted] sent in a
rebuttal letter with no additional documentation to support reopening the
claim. A Corporate Customer Service
Specialist contacted [redacted] to advise that the rebuttal letter was denied. We
encourage [redacted] to work with the merchant or law enforcement to resolve any
issues regarding products or services rendered. RushCard has determined that
the transaction was completed as requested.
We appreciate [redacted]’ feedback. Our goal is to provide
financial convenience supported by reliable customer service.
Tyree T.
Corporate 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 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 have determined that this does not resolve my complaint.
Regards,
[redacted]
March 17, 2016 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 March 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 states that she was charged for a monthly fee on her RushCard account. [redacted] also stated that she should be refunded $5.95. March 17, 2016, a corporate customer service specialist contacted [redacted] and advised her of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [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
January 11, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 5, 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. [redacted] complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $100.00 from [redacted] Bank. [redacted] states [redacted] bank advised they would not collect on the funds. [redacted] would like the funds credited back to her RushCard account. Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to 10 (ten) days.” Per previous response RushCard records indicate that [redacted] contacted customer service on January 5, 2018 and spoke to an agent regarding the pending hold in the amount of $100.00 from [redacted] Bank. Our records further indicate that the customer service agent advised [redacted] to speak with the merchant regarding the funds or to send in a Merchant Hold Release Letter. As of date the transaction has settled to the account on January 6, 2018. [redacted] has since filed a dispute for this transaction. The dispute will be researched to determine a resolution. The time frame for dispute research is 45-90 days. Upon completion of the dispute [redacted] will be provided with a resolution by mail. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Missing money has been returned and previous errors corrected in a timely manner.
Regards,
[redacted]
August 26, 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 texted her saying her funds were available. However, when she tried to use the card, she was embarrassed when it declined her transaction. She also states that even though she did not qualify for the $30 Refer a Friend program, she and her son still have not received the $20 credit due. On August 26, 2016 A RushCard corporate customer service specialist contact [redacted] and apologized for her inconvenience when trying to use her card. [redacted] was offered a courtesy credit for the inconvenience. In addition, we explained to [redacted] that the qualification for a minimum deposit for the Refer a Friend program was not met. I advised her that when her son makes the minimum deposit, will credit both accounts the $20 credit. [redacted] was satisfied with this resolution. RushCard considers this issue resolved. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused.
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]