October 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 17, 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 when she contacted RushCard regarding a pre-authorization hold, she was told that it would be 35 days before hold would be cleared. [redacted] states this is not something she sign up for and wants the legality of RushCard hold policy researched. 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 thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on October 17, 2017 and spoke to an agent that advised her that we would be able to release the funds if she were able to provide a Merchant Hold Release Letter. [redacted] refused this option. Our records show that the hold purged and the funds were put back on the account. On October 18, 2017 a corporate resolution specialist attempted to contact [redacted] to advise her of this information. The voicemail was full and we were unable to leave a message for a callback. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
August 29th,2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On July 22nd, 2016, [redacted] contacted UniRush to file an unauthorized dispute on four transactions posted on July 22nd, at two [redacted] ATM’s totaling $1411.95. [redacted] claimed she was at work when the fraudulent charges occurred and that her card was in her possession. [redacted] was advised she would need to sign the dispute form and send it back to UniRush within ten business to get provisional if the investigation takes longer than ten business days. On July 27th, 2016, [redacted] called UniRush customer service departing wanting to when the temporary credit will be dispersed. However, she hung up the phone while customer service agent was assisting her. On August 3rd, 2016, [redacted] called UniRush customer service line demanding to speak to a supervisor in regards to the provisional credit date; customer service agent informed her a supervisor would only quote her temporary credit will be dispersed on or before August 5th,2016.On August 5th, 2016, [redacted] claimed was denied due to pattern with ATM. On August 15th, 2016, UniRush Disputes Manager overturned denial and approved [redacted] case. Credit was issued for the amount disputed to her RushCard account, and a final approval letter was sent to [redacted].We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter. Regards,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, he states on October 9th, 2016 he contacted RushCard to report his card stolen and to get a new card issued to him. On November 12, 2016, his old replaced card was charge, he files the disputes and was told his money would be put back into his account. After months passed by and multiple calls in attempt to get the credit the funds, funds have yet to post to his account. Our records indicate, on October 9th , 2016, [redacted] contacted RushCard to file an unauthorized dispute for $89.00 with [redacted]. [redacted] was told once the transaction post to the account we would be able to disputed. On October 10, 2016, [redacted] issued credit for $89.00. [redacted] can request on copy of his statement or he can check his online account for the debit and credit that posted on October 9th and 10th for proof.
June 27, 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. The acceptable forms of proof of address are as follows: Utility bill, government benefits letter, paycheck stub or insurance bill. These documents will need to be in the cardholder’s name only and must verify the address RushCard has on file. A corporate customer service representative contacted [redacted] on June 27, 2017 to advise of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard,
January 11, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted]which the Revdex.com® (“Revdex.com”) received from [redacted] on January 11, 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 RushCard blocked her account. [redacted] would like for the block to be removed to have full access to her funds. On January 6, 2017, [redacted]’s RushCard account ending in [redacted] was blocked for credit without and offsetting debit and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On January 10, 2017, [redacted] began to submit documentation. On January 12, 2017, a risk representative reviewed the documents and were accepted as valid and unblocked the account. A RushCard corporate customer service specialist attempted to contact [redacted] on January 13, 2017 to advise of this information and left a voice mail on the number provided ###-###-####. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, Corporate Customer Service
May 18, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 2016 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 funds were withdrawn from the ATM for the amount of $305.50, and that $615.00 was drafted from her RushCard account. [redacted] also states that she needs her funds put back into her RushCard account. On May 13, 2016 [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $615.00. [redacted] was informed that the transaction was not able to be canceled and still in pending status. A dispute could be filed once or if the transactions settled. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of May 16, 2016 there are no longer pending charges of $615.00 on [redacted] RushCard account. In addition, the pending ATM transaction of $305.50 has been released on May 18, 2016. A corporate customer service specialist contacted [redacted] to advise her of this information. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate 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], on August 25, 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 error allegation ATM
dispute in the amount of $400.00. [redacted] also requested that her funds be
credited back to her account.
On
February 1, 2015 [redacted] filed an error allegation dispute regarding a
$400.00 ATM charge. On February 2, 2015, the RushCard dispute team
received a signed error allegation dispute form from [redacted]. The dispute
process can take up to 45 to 90 days to investigate the claim. On March 19,
2015, [redacted]’s error allegation dispute was denied due to no error
occurred. On August 20, 2015, [redacted] stated that the dispute was filed
under the incorrect transaction and was advise to send in a rebuttal letter to
reopen the claim. On August 31, 2015, A Corporate Customer Service Specialist
contacted [redacted] and advised her that the rebuttal letter was received on
August 17, 2015. We encourage [redacted] to work with the merchant to resolve
any issues regarding products or services rendered. RushCard has determined
that the transaction was completed as requested.
We appreciate [redacted]
feedback and sincerely
apologize for the substandard customer service he received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
They lied about the entire situation I made a complaint wit way more things that was my concern in the supervisor did not take my complaint correctly in the customer service guy was rude n did not give me his id number yes my check was posted on 1 30 2018 but I was given by both the customer servicer person the supervisor in there automatic system 6 different dates I even asked to be called back in was told they would not but as I said this happen more then once in rushcard need to know there doing was wrong the customer service rep who wouldn't give me his I'd number should be fired. They took up 2 hours of my time after I got off work stood n the cold on my phone because they have a jacked up system in nothing was done to compancate me for the time they wasted in for the 6 different dates I was given
March 15, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: March 14, 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] states in her complaint that someone used her email address when signing up for the RushCard. [redacted] would like for her email address to be removed from the RushCard account. RushCard records indicate that the email [redacted] provided was used for the RushCard account ending in 2493. The email address has been removed from the cardholders account. On March 15, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this information. A detailed message was left noting this information. We appreciate [redacted] feedback. Regards, RushCard 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. My direct deposit goes on to the card (weekly). Around October 15 I paid my bill with my card and the funds were rejected. I saw Russell Simmons on the news apologizing for the tech error. Well in the meantime funds were still being deposited. The last deposit was 10/21/15 and I still do not have my funds.I would like my funds and any fees that have or were incurred reimbursed plus some type of financial compensation for having to wait for my direct deposit funds to be available.
Regards,
[redacted]
April 17, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint...
date: April 14, 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 she was disputing several ATM transactions that failed to dispense funds. [redacted] then contacted on March 3rd 2017 placing in the Dispute with our team to review. On April 12, 2017, RushCard corporate Disputes team awarded [redacted] the ATM dispute after reviewing through our disputes process with the issuing bank. Regarding the findings we found there was one ATM charge that went through for 112.00 on our end and we Reversed that charge as of April 12th 2017 with the dispute that was placed in. We appreciate [redacted] feedback and apologize due to inconvenience this may of caused. We have also included the Dispute Resolution letter. 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 her compliant, [redacted] states her fiancé sent her $530 into her inactive RushCard account. She said the funds were debited out of her account. [redacted] is requesting for the funds to be put back into her account or send it back to her fiancé. Around the same time the funds were transferred into [redacted] account. RushCard was notified that the funds transferred were unauthorized. Due to privacy regulation, we cannot disclose the sender’s information. Regards,
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. For your reference, details of the offer I reviewed appear below. I am attaching a screen shot of my account. I have NO access to ANY funds, as my account has been set to 0.00. This is extremely incorrect, and as of last night when I called Rush Card Customer Service, I was TOLD there is no time frame that they are allowed to give to card holders about when the system will be up and running. So their contention that their card holders have access to their funds is false. Everything seen as pending on my screen shot is either a duplicate or a refund waiting to happen. They are all over 15 days old. My next payroll is set to go in next week, and I'm afraid I will have no access to it. I do not trust this company because they are not telling the truth in the Revdex.com replies.
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.
There is no attatchment that satisfies that the bill payment was received and cashed by [redacted]. If RUSHCARD would look through my account, they will see that the company needs a copy of the cashed check front and back to assure that it was not fraudulently cashed by someone else. RUSHCARD has not sent this requested information to myself nor to the third party, [redacted]. I have been requesting this information, a photo copy, since October 1. I have been in constant contact with [redacted] and we have had 4 conference calls from multiple representatives of RUSHCARD and the corporate office has failed to contact me personally to rectify this situation. My number is ###-###-####.
Regards,
[redacted]
October 6, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”) received from, [redacted] on September 1,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
Per response, On
September 14, 2015, I personally spoke with [redacted] regarding the $30.00
expedited fee and the $4.95 replacement card fee ending in [redacted]. [redacted]
requested that all her accounts be closed. This request was completed on
September 15, 2015. On
September 28, 2015, [redacted] contacted RushCard Customer Service stating
she requested the card ending in [redacted] be closed and requested the card ending
in [redacted] be reopened. A replacement card
was sent to the address on the account. Per RushCard Cardholder Agreement, [redacted] will not be compensated for any fees.
We appreciate [redacted]
feedback.
Sincerely,
Kathy R.
Corporate Customer Service
On June 06, 2016, [redacted] contacted UniRush to file a dispute for two unauthorized transactions, which posted to his RushCard account from [redacted] in [redacted] for $71.76 and [redacted] for $559.35. [redacted] claimed his RushCard had been in his possession. And based on the...
information gathered, the investigation is still in process. RushCard has reached out to [redacted] via chargeback and will have a resolution by September 17th, 2016.
We appreciate [redacted] Feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** 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. The conversion
took significantly longer than expected and we were down for several hours more
than we had previously alerted our cardholders. 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/.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. The response does not address the request I made for reimbursement of my $358 in late fees or my request for a letter stating that it was Rushcard's fault. A fee free period of 4 months does not in any way come close to covering the $358 I am owed. I want FULL reimbursement for those late fees and I want a letter stating that it was Rushcard's fault. Sadly, I still feel as though Rushcard is not taking the pain that this has caused people seriously as evidenced by their scripted responses.
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]
October 18, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: October 17, 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 when she contacted RushCard regarding a pre-authorization hold, she was told that it would be 35 days before hold would be cleared. [redacted] states this is not something she sign up for and wants the legality of RushCard hold policy researched. 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 thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on October 17, 2017 and spoke to an agent that advised her that we would be able to release the funds if she were able to provide a Merchant Hold Release Letter. [redacted] refused this option. Our records show that the hold purged and the funds were put back on the account. On October 18, 2017 a corporate resolution specialist attempted to contact [redacted] to advise her of this information. The voicemail was full and we were unable to leave a message for a callback. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
August 29th,2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. On July 22nd, 2016, [redacted] contacted UniRush to file an unauthorized dispute on four transactions posted on July 22nd, at two [redacted] ATM’s totaling $1411.95. [redacted] claimed she was at work when the fraudulent charges occurred and that her card was in her possession. [redacted] was advised she would need to sign the dispute form and send it back to UniRush within ten business to get provisional if the investigation takes longer than ten business days. On July 27th, 2016, [redacted] called UniRush customer service departing wanting to when the temporary credit will be dispersed. However, she hung up the phone while customer service agent was assisting her. On August 3rd, 2016, [redacted] called UniRush customer service line demanding to speak to a supervisor in regards to the provisional credit date; customer service agent informed her a supervisor would only quote her temporary credit will be dispersed on or before August 5th,2016.On August 5th, 2016, [redacted] claimed was denied due to pattern with ATM. On August 15th, 2016, UniRush Disputes Manager overturned denial and approved [redacted] case. Credit was issued for the amount disputed to her RushCard account, and a final approval letter was sent to [redacted].We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter. Regards,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, he states on October 9th, 2016 he contacted RushCard to report his card stolen and to get a new card issued to him. On November 12, 2016, his old replaced card was charge, he files the disputes and was told his money would be put back into his account. After months passed by and multiple calls in attempt to get the credit the funds, funds have yet to post to his account. Our records indicate, on October 9th , 2016, [redacted] contacted RushCard to file an unauthorized dispute for $89.00 with [redacted]. [redacted] was told once the transaction post to the account we would be able to disputed. On October 10, 2016, [redacted] issued credit for $89.00. [redacted] can request on copy of his statement or he can check his online account for the debit and credit that posted on October 9th and 10th for proof.
June 27, 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. The acceptable forms of proof of address are as follows: Utility bill, government benefits letter, paycheck stub or insurance bill. These documents will need to be in the cardholder’s name only and must verify the address RushCard has on file. A corporate customer service representative contacted [redacted] on June 27, 2017 to advise of this information. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard,
January 11, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted]which the Revdex.com® (“Revdex.com”) received from [redacted] on January 11, 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 RushCard blocked her account. [redacted] would like for the block to be removed to have full access to her funds. On January 6, 2017, [redacted]’s RushCard account ending in [redacted] was blocked for credit without and offsetting debit and documentation was requested to be submitted. [redacted] was asked to submit a copy of her Government Issued Identification and a copy of the original purchase/debit receipt. On January 10, 2017, [redacted] began to submit documentation. On January 12, 2017, a risk representative reviewed the documents and were accepted as valid and unblocked the account. A RushCard corporate customer service specialist attempted to contact [redacted] on January 13, 2017 to advise of this information and left a voice mail on the number provided ###-###-####. We appreciate [redacted] feedback. Our customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal. Regards, Corporate Customer Service
May 18, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 2016 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 funds were withdrawn from the ATM for the amount of $305.50, and that $615.00 was drafted from her RushCard account. [redacted] also states that she needs her funds put back into her RushCard account. On May 13, 2016 [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $615.00. [redacted] was informed that the transaction was not able to be canceled and still in pending status. A dispute could be filed once or if the transactions settled. The transaction was automatically released by the system after the expiration date. RushCard can verify that as of May 16, 2016 there are no longer pending charges of $615.00 on [redacted] RushCard account. In addition, the pending ATM transaction of $305.50 has been released on May 18, 2016. A corporate customer service specialist contacted [redacted] to advise her of this information. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
September
1, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted], on August 25, 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 error allegation ATM
dispute in the amount of $400.00. [redacted] also requested that her funds be
credited back to her account.
On
February 1, 2015 [redacted] filed an error allegation dispute regarding a
$400.00 ATM charge. On February 2, 2015, the RushCard dispute team
received a signed error allegation dispute form from [redacted]. The dispute
process can take up to 45 to 90 days to investigate the claim. On March 19,
2015, [redacted]’s error allegation dispute was denied due to no error
occurred. On August 20, 2015, [redacted] stated that the dispute was filed
under the incorrect transaction and was advise to send in a rebuttal letter to
reopen the claim. On August 31, 2015, A Corporate Customer Service Specialist
contacted [redacted] and advised her that the rebuttal letter was received on
August 17, 2015. We encourage [redacted] to work with the merchant to resolve
any issues regarding products or services rendered. RushCard has determined
that the transaction was completed as requested.
We appreciate [redacted]
feedback and sincerely
apologize for the substandard customer service he received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
Tyree T.
Corporate Customer Service
They lied about the entire situation I made a complaint wit way more things that was my concern in the supervisor did not take my complaint correctly in the customer service guy was rude n did not give me his id number yes my check was posted on 1 30 2018 but I was given by both the customer servicer person the supervisor in there automatic system 6 different dates I even asked to be called back in was told they would not but as I said this happen more then once in rushcard need to know there doing was wrong the customer service rep who wouldn't give me his I'd number should be fired. They took up 2 hours of my time after I got off work stood n the cold on my phone because they have a jacked up system in nothing was done to compancate me for the time they wasted in for the 6 different dates I was given
March 15, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: March 14, 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] states in her complaint that someone used her email address when signing up for the RushCard. [redacted] would like for her email address to be removed from the RushCard account. RushCard records indicate that the email [redacted] provided was used for the RushCard account ending in 2493. The email address has been removed from the cardholders account. On March 15, 2017, a corporate customer service representative attempted to contact [redacted] to advise her of this information. A detailed message was left noting this information. We appreciate [redacted] feedback. Regards, RushCard 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. My direct deposit goes on to the card (weekly). Around October 15 I paid my bill with my card and the funds were rejected. I saw Russell Simmons on the news apologizing for the tech error. Well in the meantime funds were still being deposited. The last deposit was 10/21/15 and I still do not have my funds.I would like my funds and any fees that have or were incurred reimbursed plus some type of financial compensation for having to wait for my direct deposit funds to be available.
Regards,
[redacted]
April 17, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint...
date: April 14, 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 she was disputing several ATM transactions that failed to dispense funds. [redacted] then contacted on March 3rd 2017 placing in the Dispute with our team to review. On April 12, 2017, RushCard corporate Disputes team awarded [redacted] the ATM dispute after reviewing through our disputes process with the issuing bank. Regarding the findings we found there was one ATM charge that went through for 112.00 on our end and we Reversed that charge as of April 12th 2017 with the dispute that was placed in. We appreciate [redacted] feedback and apologize due to inconvenience this may of caused. We have also included the Dispute Resolution letter. 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 her compliant, [redacted] states her fiancé sent her $530 into her inactive RushCard account. She said the funds were debited out of her account. [redacted] is requesting for the funds to be put back into her account or send it back to her fiancé. Around the same time the funds were transferred into [redacted] account. RushCard was notified that the funds transferred were unauthorized. Due to privacy regulation, we cannot disclose the sender’s information. Regards,
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. For your reference, details of the offer I reviewed appear below. I am attaching a screen shot of my account. I have NO access to ANY funds, as my account has been set to 0.00. This is extremely incorrect, and as of last night when I called Rush Card Customer Service, I was TOLD there is no time frame that they are allowed to give to card holders about when the system will be up and running. So their contention that their card holders have access to their funds is false. Everything seen as pending on my screen shot is either a duplicate or a refund waiting to happen. They are all over 15 days old. My next payroll is set to go in next week, and I'm afraid I will have no access to it. I do not trust this company because they are not telling the truth in the Revdex.com replies.
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.
There is no attatchment that satisfies that the bill payment was received and cashed by [redacted]. If RUSHCARD would look through my account, they will see that the company needs a copy of the cashed check front and back to assure that it was not fraudulently cashed by someone else. RUSHCARD has not sent this requested information to myself nor to the third party, [redacted]. I have been requesting this information, a photo copy, since October 1. I have been in constant contact with [redacted] and we have had 4 conference calls from multiple representatives of RUSHCARD and the corporate office has failed to contact me personally to rectify this situation. My number is ###-###-####.
Regards,
[redacted]
October 6, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint, Complaint
No. [redacted], which the Revdex.com® (“Revdex.com”) received from, [redacted] on September 1,
2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
Per response, On
September 14, 2015, I personally spoke with [redacted] regarding the $30.00
expedited fee and the $4.95 replacement card fee ending in [redacted]. [redacted]
requested that all her accounts be closed. This request was completed on
September 15, 2015. On
September 28, 2015, [redacted] contacted RushCard Customer Service stating
she requested the card ending in [redacted] be closed and requested the card ending
in [redacted] be reopened. A replacement card
was sent to the address on the account. Per RushCard Cardholder Agreement, [redacted] will not be compensated for any fees.
We appreciate [redacted]
feedback.
Sincerely,
Kathy R.
Corporate Customer Service
On June 06, 2016, [redacted] contacted UniRush to file a dispute for two unauthorized transactions, which posted to his RushCard account from [redacted] in [redacted] for $71.76 and [redacted] for $559.35. [redacted] claimed his RushCard had been in his possession. And based on the...
information gathered, the investigation is still in process. RushCard has reached out to [redacted] via chargeback and will have a resolution by September 17th, 2016.
We appreciate [redacted] Feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** 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. The conversion
took significantly longer than expected and we were down for several hours more
than we had previously alerted our cardholders. 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/.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. The response does not address the request I made for reimbursement of my $358 in late fees or my request for a letter stating that it was Rushcard's fault. A fee free period of 4 months does not in any way come close to covering the $358 I am owed. I want FULL reimbursement for those late fees and I want a letter stating that it was Rushcard's fault. Sadly, I still feel as though Rushcard is not taking the pain that this has caused people seriously as evidenced by their scripted responses.
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]