Date Sent: 2/22/2017 12:04:24 PMFebruary 22, 2017 VIA ONLINE SUBMISSION:Revdex.com1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: February 20, 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 never provided her the details and information about the account promotions and accounts details. [redacted] is wishing for 7 referrals that she had made for [redacted] and her friends on a previous issue. The current request is for [redacted] issue is that she has not received her funds even though [redacted] has loaded her account with a Cash load as required by the promotion. On February 10, 2017 [redacted] contacted RushCard customer service specialist and advised the agent about not receiving the credit from a [redacted] (acct#:[redacted]) about the promotional requirements had been fulfilled for the Refer-A Friend promotion. We reviewed the account and the issue originally was due to no cash load but their referee had made a cash load on January 31st, 2017 and the credit was applied on February 2017. We contacted out again to [redacted] on Feb, 22nd 2017 to advise and her that when [redacted] and her friends meet the minimum cash load requirements and that they activate their cards, the system will credit both [redacted] and her friends accounts the $30 Refer-A-Friend credit. We also left a message for her that this current request for [redacted] the RAF credit has been applied and updated on the account for the request of [redacted] (acct#:[redacted]). We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. RushCard,Corporate Customer Service
March 21, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 16, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he contacted RushCard to file a dispute regarding an unauthorized transaction. [redacted] indicates his card was blocked and now he has no access to his funds. [redacted] also states that he has not received his replacement card as of today. On February 19, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] indicated when advised the card would need to be replaced, that he needed to update his address on file. [redacted] stated further that he needed his funds and didn’t want the card to be blocked. Per [redacted] request on March 1, 2018 a replacement card was processed to the address on file o[redacted]. Per previous response on March 16, 2018 a corporate resolutions specialist contacted [redacted] to advise that his address will need to be updated to receive his replacement card. [redacted] was advised to update his address on file the following documents were needed, a copy of his Driver's License, Social Security Card and Proof of Address. [redacted] has indicated that he does not have the prior documentation and to return his deposits on file back to his employer. The deposit amounts that were returned were $377.98, $534.97 and $478.21. [redacted] employer will receive the funds in 3-5 business days. On March 19, 2018 the remaining funds of $527.87 were returned to [redacted] employer as well. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Regards, RushCard Corporate Customer Service
Still waiting and just sent my response to Ms Tina via email.... No access to my OWN money yet..... 21 days laterWhat are they talking about in that response? They don't even know..... 1. I called them to inform my account.2. If the person would have looked at the date on the notice from my landlord. ... They would've notice it was dated 5/15/2017.... Which is well within the 30 days of June the 7th. Yall so full of it, yall can't even keep up with the BS your asking for? Nobody said it was the date of my notice.... Every rep stated that my lease was "created at home," it's not from the government so its not valid, and I also was told that's had to have something from the government proving it..... Sooooo..... Those responses does not match with your response... You better pull every phone call on my account and see. 3. Why would somebody finally "contact" me on the 21st? This happened on June 6th.... So yall think its appropriate for the email contact, of the general response template that was sent, is considered as corporate communication? I think not! If a person ask for the corporate number it should be given.... No not with yall reps.... Its a hassle.... Please love and all the reps need to be fired... Every one that answered the assisted me4. Still no call from nobody at corporate office yet? Its now 21 days later........ My lge was $160.00 due on the 10th? I clearly had the money to pay it.... Do u realize how much I have to pay TODAY(by 7pm)? No BC yall don't care.... Well my bill is now $353 odd dollars. I must pay 259. Today to keep it on..... Do I have access to my funds to pay? NOPE.... My rent is pass due.... Do I have access to pay my bills? Nope BC u refused to send me a check.... Do I have anything to pay my bills.... Oh the little check I received after cutting off direct deposits to my account... Wowwwwww 5. NO ONE HAS YET TO SEND THE DISPUTE FORM FOR THE MONEY THAT WAS STOLEN OUT MY ACCOUNT.... 21 DAYS LATER.... STILL NO ACCESS TO MY MONEY..... STILL NOTHING!!! 6. Is anyone one of you corporate wanks paying these extra added expenses I got to take care of?.......7.STILL WAITING!!! Like literally still waiting to get access to my OWN money!!!! Still waiting on a response... Matter of fact.... A call from corporate.... Smh Smh Smh
Revdex.com7 W Seventh St Suite 1600Cincinnati Ohio 45202 RE: Case [redacted] May 5, 2015 We received [redacted] complaintregarding the access of her funds and the level of customer servicereceived. RushCard logs all customercontact and activity...
associated with financial cards. Wecompletely understand [redacted] concern with her dispute that was filed on4/21/2015 for multiple unauthorized transactions totaling $876.86. AllRushCard disputes are handled through our dedicated dispute team and are workedin the order that they are received. I am showing we received the written disputeform back from [redacted] on 4/29/2015. At the time of receiving the writtenconfirmation, [redacted] dispute was already denied on 4/24/2015. When a dispute claim is investigated and resolved,a letter is sent to the cardholder regarding the outcome of the dispute as wellas explains the outcome of the dispute. This letter was also sent to [redacted]Walker. In order for [redacted] dispute claim to be reopened, she will needto send us a rebuttal letter explaining why she does not agree with the outcomeof the dispute, and any additional information she can provide to also beinvestigated. She will also need to sign this letter and fax back to, ###-###-####. Additional,[redacted] account has been closed by RushCard due to the denied dispute claim.RushCard reserves the right to close any account that we are no longer able to keepsecure. [redacted] account will not be reopened due to the initial denieddispute claim. We sincerely apologize for any inconvenience and frustrationthis has caused [redacted] We appreciate [redacted] feedback.These types of issues go directly against our mission of access and inclusionfor everyone and we look to be clearer and avoid similar problems for all ofour customers. Regards, [redacted]Customer Service Specialist Tell us why here...
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The statement they provided was not suffice seeing they are offering no banking fees from them, but that has nothing to do with my financial fees, I have rec'vd due to this. i.e.eviction fee -$250, Car insurance renewal fee-$68, 2% late fee on car payment, $130 for the missed day at work to attend eviction hearing, $130 missed day due to not being able to get gas.
December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: December 21, 2015 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 permitted a third party to use her RushCard account and then cancelled the transaction. [redacted] also stated that she has not received the the funds back to her RushCard account. Rushcard can confirm the following information regarding [redacted] RushCard account. On December 17, 2015, a transaction in the amount of $641.97 occurred from [redacted]. [redacted] contacted a RushCard Customer Service to advise that [redacted] released the funds back to her account. [redacted] was advised to allow 10 business days for the funds to post back to her account. On December 19, 2015, [redacted] contacted RushCard and advised that a merchant hold release letter needed to be sent in to manually release the transaction sooner than the expiration date. We have not received a merchant hold release letter from [redacted] to release the transaction, therefore the transaction will remain on hold until the expiration date or until a merchant hold letter is received. 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
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
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]Constant website issues when customers are waiting for deposits .This time no one let the customers know about another system update . This site can’t be reached The connection was reset. Try: Checking the connection Checking the proxy and the firewall Running Windows Network Diagnostics ERR_CONNECTION_RESETDesired Outcome: What is wrong with this company?
February 15, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: February 13, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she contacted RushCard on February 8, 2018 to question a transaction and to change the address on file. [redacted] states she was told to send in documents and did so starting on February 9, 2018. [redacted] also states she was told the documents she sent in were invalid. [redacted] would like a replacement card so that she may access the funds in her account. On February 5, 2018 [redacted] contacted RushCard customer service to file a dispute for an unauthorized transaction. [redacted] advised the agent that she needed to update her address to have the replacement card sent. The agent notified [redacted] that documentation was needed to update the address on file. [redacted] needed to submit a copy of her Driver’s License, Social Security Card, and Proof of address dated within the last 30 days. As of February 15, 2018, all documentation has been received and the address on file has been updated. A replacement card has been processed for [redacted] to the address on file. On February 15, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
This is the same response that was provided before. This is unacceptable. The bottom line is I want my $810.00 refunded to me because their system was hacked and my account got compromised. I did not make nor authorize any withdrawals from my account. I have repeated asked that they provide me with information as to where this "withdrawals " were made and I still have not received this information. I refuse to accept this response because my money was stolen from my account and I want my hard earned money refunded to me immediately.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]
July 24, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: July 21, 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 provide any information. If [redacted] believes this information is incorrect, a valid account number will need to be provided for additional research. RushCard Corporate Customer Service
October 28,
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
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
December 28, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] Complaint date: December 28, 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 states that he applied RushCard’s promotional Refer a Friend referral code and has yet to receive his promotional credit of $30.00. [redacted] states he was also eligible for our social share promotional credit of $10.00. [redacted] is requesting a $30 credit for the Refer a Friend promotion and the Social Share promotion credit of $10 to be applied to his account. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on December 5, 2016, not using a Refer a Friend code. After review of [redacted] RushCard account, it was determined that he does not qualify for the Refer a Friend payout. On December 21 & 22 2016, a RushCard corporate customer service through Social media specialist attempted to explain there was no promotional code received to [redacted]. On Dec 22nd and Dec 28th a Corporate Customer Service agent attempted to contact [redacted] to advise him of this information. A message was left with a callback number. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service.
April 14, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: 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 April 13, 2017. 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 funds were removed from her account over and above the fees associated with the ATM purchases and monthly card fee. [redacted] would like the additional charges explained or credited back to her RushCard account. Per the Cardholder Agreement all fees are stated and includes a detailed description of the fees. On April 14, 2017, a corporate RushCard customer service specialist attempted to contact [redacted] to discuss the fees on the account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
January 26, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 17, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states, fraudulent transactions posted to her RushCard account, which she disputed and is requesting a refund. On November 7, 2017 [redacted] contacted RushCard to dispute three transactions totaling $68.85. The merchant in question did refund one of transactions in the amount of $21.95 on November 10, 2017. [redacted] claim is being researched by our dispute research team, our dispute team has made outreach to [redacted] for additional information but only received voicemail a message was left for [redacted] to call back. The dispute is in process and it can take up to 90 days for resolution. Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] 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]
Date Sent: 2/22/2017 12:04:24 PMFebruary 22, 2017 VIA ONLINE SUBMISSION:Revdex.com1 E. Fourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: [redacted]Complaint number: [redacted] Complaint date: February 20, 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 never provided her the details and information about the account promotions and accounts details. [redacted] is wishing for 7 referrals that she had made for [redacted] and her friends on a previous issue. The current request is for [redacted] issue is that she has not received her funds even though [redacted] has loaded her account with a Cash load as required by the promotion. On February 10, 2017 [redacted] contacted RushCard customer service specialist and advised the agent about not receiving the credit from a [redacted] (acct#:[redacted]) about the promotional requirements had been fulfilled for the Refer-A Friend promotion. We reviewed the account and the issue originally was due to no cash load but their referee had made a cash load on January 31st, 2017 and the credit was applied on February 2017. We contacted out again to [redacted] on Feb, 22nd 2017 to advise and her that when [redacted] and her friends meet the minimum cash load requirements and that they activate their cards, the system will credit both [redacted] and her friends accounts the $30 Refer-A-Friend credit. We also left a message for her that this current request for [redacted] the RAF credit has been applied and updated on the account for the request of [redacted] (acct#:[redacted]). We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. RushCard,Corporate Customer Service
March 21, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 16, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that he contacted RushCard to file a dispute regarding an unauthorized transaction. [redacted] indicates his card was blocked and now he has no access to his funds. [redacted] also states that he has not received his replacement card as of today. On February 19, 2018 [redacted] contacted RushCard customer service to file a dispute regarding an unauthorized transaction. [redacted] indicated when advised the card would need to be replaced, that he needed to update his address on file. [redacted] stated further that he needed his funds and didn’t want the card to be blocked. Per [redacted] request on March 1, 2018 a replacement card was processed to the address on file o[redacted]. Per previous response on March 16, 2018 a corporate resolutions specialist contacted [redacted] to advise that his address will need to be updated to receive his replacement card. [redacted] was advised to update his address on file the following documents were needed, a copy of his Driver's License, Social Security Card and Proof of Address. [redacted] has indicated that he does not have the prior documentation and to return his deposits on file back to his employer. The deposit amounts that were returned were $377.98, $534.97 and $478.21. [redacted] employer will receive the funds in 3-5 business days. On March 19, 2018 the remaining funds of $527.87 were returned to [redacted] employer as well. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused. Regards, RushCard Corporate Customer Service
I have done everything they have asked of me and I still waiting for a response from them
Still waiting and just sent my response to Ms Tina via email.... No access to my OWN money yet..... 21 days laterWhat are they talking about in that response? They don't even know..... 1. I called them to inform my account.2. If the person would have looked at the date on the notice from my landlord. ... They would've notice it was dated 5/15/2017.... Which is well within the 30 days of June the 7th. Yall so full of it, yall can't even keep up with the BS your asking for? Nobody said it was the date of my notice.... Every rep stated that my lease was "created at home," it's not from the government so its not valid, and I also was told that's had to have something from the government proving it..... Sooooo..... Those responses does not match with your response... You better pull every phone call on my account and see. 3. Why would somebody finally "contact" me on the 21st? This happened on June 6th.... So yall think its appropriate for the email contact, of the general response template that was sent, is considered as corporate communication? I think not! If a person ask for the corporate number it should be given.... No not with yall reps.... Its a hassle.... Please love and all the reps need to be fired... Every one that answered the assisted me4. Still no call from nobody at corporate office yet? Its now 21 days later........ My lge was $160.00 due on the 10th? I clearly had the money to pay it.... Do u realize how much I have to pay TODAY(by 7pm)? No BC yall don't care.... Well my bill is now $353 odd dollars. I must pay 259. Today to keep it on..... Do I have access to my funds to pay? NOPE.... My rent is pass due.... Do I have access to pay my bills? Nope BC u refused to send me a check.... Do I have anything to pay my bills.... Oh the little check I received after cutting off direct deposits to my account... Wowwwwww 5. NO ONE HAS YET TO SEND THE DISPUTE FORM FOR THE MONEY THAT WAS STOLEN OUT MY ACCOUNT.... 21 DAYS LATER.... STILL NO ACCESS TO MY MONEY..... STILL NOTHING!!! 6. Is anyone one of you corporate wanks paying these extra added expenses I got to take care of?.......7.STILL WAITING!!! Like literally still waiting to get access to my OWN money!!!! Still waiting on a response... Matter of fact.... A call from corporate.... Smh Smh Smh
Revdex.com7 W Seventh St Suite 1600Cincinnati Ohio 45202 RE: Case [redacted] May 5, 2015 We received [redacted] complaintregarding the access of her funds and the level of customer servicereceived. RushCard logs all customercontact and activity...
associated with financial cards. Wecompletely understand [redacted] concern with her dispute that was filed on4/21/2015 for multiple unauthorized transactions totaling $876.86. AllRushCard disputes are handled through our dedicated dispute team and are workedin the order that they are received. I am showing we received the written disputeform back from [redacted] on 4/29/2015. At the time of receiving the writtenconfirmation, [redacted] dispute was already denied on 4/24/2015. When a dispute claim is investigated and resolved,a letter is sent to the cardholder regarding the outcome of the dispute as wellas explains the outcome of the dispute. This letter was also sent to [redacted]Walker. In order for [redacted] dispute claim to be reopened, she will needto send us a rebuttal letter explaining why she does not agree with the outcomeof the dispute, and any additional information she can provide to also beinvestigated. She will also need to sign this letter and fax back to, ###-###-####. Additional,[redacted] account has been closed by RushCard due to the denied dispute claim.RushCard reserves the right to close any account that we are no longer able to keepsecure. [redacted] account will not be reopened due to the initial denieddispute claim. We sincerely apologize for any inconvenience and frustrationthis has caused [redacted] We appreciate [redacted] feedback.These types of issues go directly against our mission of access and inclusionfor everyone and we look to be clearer and avoid similar problems for all ofour customers. Regards, [redacted]Customer Service Specialist Tell us why here...
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 15, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
The statement they provided was not suffice seeing they are offering no banking fees from them, but that has nothing to do with my financial fees, I have rec'vd due to this. i.e.eviction fee -$250, Car insurance renewal fee-$68, 2% late fee on car payment, $130 for the missed day at work to attend eviction hearing, $130 missed day due to not being able to get gas.
December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: December 21, 2015 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 permitted a third party to use her RushCard account and then cancelled the transaction. [redacted] also stated that she has not received the the funds back to her RushCard account. Rushcard can confirm the following information regarding [redacted] RushCard account. On December 17, 2015, a transaction in the amount of $641.97 occurred from [redacted]. [redacted] contacted a RushCard Customer Service to advise that [redacted] released the funds back to her account. [redacted] was advised to allow 10 business days for the funds to post back to her account. On December 19, 2015, [redacted] contacted RushCard and advised that a merchant hold release letter needed to be sent in to manually release the transaction sooner than the expiration date. We have not received a merchant hold release letter from [redacted] to release the transaction, therefore the transaction will remain on hold until the expiration date or until a merchant hold letter is received. 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
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
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]Constant website issues when customers are waiting for deposits .This time no one let the customers know about another system update . This site can’t be reached The connection was reset. Try: Checking the connection Checking the proxy and the firewall Running Windows Network Diagnostics ERR_CONNECTION_RESETDesired Outcome: What is wrong with this company?
February 15, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: February 13, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she contacted RushCard on February 8, 2018 to question a transaction and to change the address on file. [redacted] states she was told to send in documents and did so starting on February 9, 2018. [redacted] also states she was told the documents she sent in were invalid. [redacted] would like a replacement card so that she may access the funds in her account. On February 5, 2018 [redacted] contacted RushCard customer service to file a dispute for an unauthorized transaction. [redacted] advised the agent that she needed to update her address to have the replacement card sent. The agent notified [redacted] that documentation was needed to update the address on file. [redacted] needed to submit a copy of her Driver’s License, Social Security Card, and Proof of address dated within the last 30 days. As of February 15, 2018, all documentation has been received and the address on file has been updated. A replacement card has been processed for [redacted] to the address on file. On February 15, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
This is the same response that was provided before. This is unacceptable. The bottom line is I want my $810.00 refunded to me because their system was hacked and my account got compromised. I did not make nor authorize any withdrawals from my account. I have repeated asked that they provide me with information as to where this "withdrawals " were made and I still have not received this information. I refuse to accept this response because my money was stolen from my account and I want my hard earned money refunded to me immediately.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]
July 24, 2017 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: July 21, 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 provide any information. If [redacted] believes this information is incorrect, a valid account number will need to be provided for additional research. RushCard Corporate Customer Service
October 28,
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
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
December 28, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] Complaint date: December 28, 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 states that he applied RushCard’s promotional Refer a Friend referral code and has yet to receive his promotional credit of $30.00. [redacted] states he was also eligible for our social share promotional credit of $10.00. [redacted] is requesting a $30 credit for the Refer a Friend promotion and the Social Share promotion credit of $10 to be applied to his account. From time to time, RushCard administers various marketing promotions that are aligned with corresponding promotional codes. Those promotions (and corresponding codes) are active for a limited time. RushCard records indicate that [redacted] applied for a RushCard on December 5, 2016, not using a Refer a Friend code. After review of [redacted] RushCard account, it was determined that he does not qualify for the Refer a Friend payout. On December 21 & 22 2016, a RushCard corporate customer service through Social media specialist attempted to explain there was no promotional code received to [redacted]. On Dec 22nd and Dec 28th a Corporate Customer Service agent attempted to contact [redacted] to advise him of this information. A message was left with a callback number. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service.
April 14, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th STE 600Cincinnati Ohio 45202Re: 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 April 13, 2017. 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 funds were removed from her account over and above the fees associated with the ATM purchases and monthly card fee. [redacted] would like the additional charges explained or credited back to her RushCard account. Per the Cardholder Agreement all fees are stated and includes a detailed description of the fees. On April 14, 2017, a corporate RushCard customer service specialist attempted to contact [redacted] to discuss the fees on the account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
January 26, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 17, 2018 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted]. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. In [redacted] complaint, she states, fraudulent transactions posted to her RushCard account, which she disputed and is requesting a refund. On November 7, 2017 [redacted] contacted RushCard to dispute three transactions totaling $68.85. The merchant in question did refund one of transactions in the amount of $21.95 on November 10, 2017. [redacted] claim is being researched by our dispute research team, our dispute team has made outreach to [redacted] for additional information but only received voicemail a message was left for [redacted] to call back. The dispute is in process and it can take up to 90 days for resolution. Should [redacted] have any additional questions or concerns regarding this complaint, she can contact us at [email protected] 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]