Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I still do not have access to my moneyWhen I call they give me the same run around each timeOnce I finally get ahold of a real person they tell me they cannot help me and they send me on to their tech peopleAfter being on hold for an hour, they finally pick up to tell me that they are not able to help me eitherThey say they have to expedite my case to their case managers and that I will have access to my money in hoursI've heard this twice a week for the last weeks now Regards, [redacted]
November 5, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 31, 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 problemsWe 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 throughAt this time, our system is up and running and [redacted] have access to his funds and account informationAfter further research, we have not received a direct deposit for [redacted] ***We encourage [redacted] to contact the remitter to trace the direct deposit.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
January 11, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $from [redacted] Bank [redacted] states [redacted] bank advised they would not collect on the funds [redacted] would like the funds credited back to her RushCard account Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to (ten) days.” Per previous response RushCard records indicate that [redacted] contacted customer service on January 5, and spoke to an agent regarding the pending hold in the amount of $from [redacted] BankOur records further indicate that the customer service agent advised [redacted] to speak with the merchant regarding the funds or to send in a Merchant Hold Release Letter As of date the transaction has settled to the account on January 6, [redacted] has since filed a dispute for this transaction The dispute will be researched to determine a resolutionThe time frame for dispute research is 45-daysUpon completion of the dispute [redacted] will be provided with a resolution by mail We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
December 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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 Per the previous response, a $courtesy credit has been issued to [redacted] RushCard accountMs [redacted] agreed to the $expedited card fee and the fee will not be waivedThere will not be any other credits applied to [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
April 18, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio 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 April 13, 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] ***’s account has been closed and funds have been moved to a holding account with [redacted] As part of our transition from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and [redacted] customer service will have to assist further regarding [redacted] fundsOn April 15, 2016, [redacted] spoke to a representative from RushCard and was educated to provide copies of identification documentation: valid driver’s license or state ID, a signed social security card and proof of address [redacted] will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further reviewIf [redacted] has any questions or concerns regarding access to his funds please contact [redacted] customer service at 877-554- We appreciate [redacted] feedback and apologize for any inconvenience and frustration this may have caused RushCard Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
August 22, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 19, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard transfer option was broken [redacted] also states he got different reason why he was not able to transfer his funds from his goals account to his RushCard Our records indicate that [redacted] contacted RushCard customer service and stated he was not able to transfer funds from his goals account to his RushCard accountThe agent advised [redacted] that there is a system update occurringThe update was complete on 8/18/ On August 22, a RushCard corporate resolution specialist contacted [redacted] to advise him of the folder option to complete his transfer online [redacted] was able to complete his transaction and indicated the issue has been resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard,
January 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 [redacted] complaint states that she has not had access to her fundsFurther, her complaint states that $is missing from her RushCard Goal account [redacted] attached a screenshot purporting to confirm the $account-to-account transferWhile [redacted] complaint is not specific as to when the $went missing, we assume that the above complaint centers around an attempted account-to-account transfer on October 13, This assumption is based on supplementing the CFPB complaint with information from [redacted] Revdex.com complaintA thorough review of RushCard records indicates that [redacted] had regularly conducted transactions as recently as December 15, In the last days, the only declined transactions were the result of insufficient funds in [redacted] accountsAccording to [redacted] Revdex.com complaint, she attempted to transfer $from one of her cards to a virtual RushCard Goal account on October The screenshot [redacted] attached, confirming the transfer, was displayed in errorAt all points during October 13, [redacted] had an insufficient balance to transfer $On one account, her balance was $and another, her balance was $We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service 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 Today is Monday, 9/18/and there is no sign of the checkAccording to the response they stated 5-business days but when I called their Customer Service ###-###-#### on 9/13/I was advised that I should receive the check by Monday, 9/25/This is conflicting information that is being provided and it isn't the first time it has happenedThis type of conflicting information has been happening for the last monthsCan they provide a tracking number? How do I know that we will not get another email in a few days stating the bill payment check was returned due to discrepancy in the address, which is the type of email I got back on 8/23/ Meanwhile [redacted] is starting his Prostate Cancer radiation treatment in a few days and still nothing from this company Regards, [redacted]
Acct#: Dispute Type: Date Error Reported: Claim Amount: XXXX-XXXX-XXXX- [redacted] Cancellation August 10, $ Dear Cardholder, Thank you for contacting us regarding the claim referenced aboveThis letter is to inform you that we have provisionally credited your account as of August 30, in the amount listed aboveThis temporary credit is being provided while we investigate your claimIt may take up to days to investigate the complaint or questionFor errors involving new accounts point-of-sale, or foreign-initiated transactions, we may take up to days to investigate your complaint or questionYou will have full use of these funds while we complete our investigationThe results of the investigation will be communicated to you in writing within business days after completing our investigationIf your claim is denied, the provisional credit(s) will be reversed and your account will be debited for the amountYou will be notified if this occursIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
September 15, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio 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 28, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she filed a card to card transfer dispute in the amount of $ [redacted] also stated that her dispute was denied and requested the funds be reversed back to her RushCard account On August 28, 2015, [redacted] initiated a card to card transfer in the amount of $ [redacted] account also shows previous transaction history of this card to card transfer On September 3, 2015, the Card to Card Transfer Dispute was denied through our investigation it was determined that no error occurred A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise the next steps she can take if she disagrees with the outcome of the dispute A letter has been sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Satoyra H 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 It was stated that someone tried to contact me on 1/9/and that is not trueI have a number that has a voicemail and no one has contacted me about this matterAgain Rush is not telling the truth at all.This matter is still not resolved because I went to the bank on yesterday 1/8/and was advised that [redacted] do not have any money from RushAnd [redacted] contacted their corporate office while I was there and nothing was released to them from Rush [redacted] supplied me with a letter on company letterhead and business cardSo Rush can talk directly to themI then called Rush back after leaving the bank to let them know what was going on and I was advised from Rush to file a dispute! Because they did not have the money [redacted] has the moneySo me as a customer since Rush is no help of trying to figure out where this money wentEspecially if the bank is telling you all they do not have it and have talked with Rush and we now have supplied letters Regards, [redacted] ***
October 22, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 7, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 1, 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 submitted a claim for the settlement and haven’t received her refund or an update RushCard does not have any information regarding the settlement [redacted] will need to call ###-###-#### or email the settlement group at [redacted] regarding any questions or concerns We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service
December 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, 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 [redacted] ’ complaint states that she returned a $purchase to the merchant on October 7, 2015, but the funds were never applied back to her accountPer our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the accountThrough further research the merchant did not process the credit for [redacted] ’ returnThere are two course of actions [redacted] ’ would need to pursueSpeak with the merchant informing them they did not credit her account or file a dispute with RushCard that her credit was not receivedWe appreciate [redacted] ’ feedback and sincerely apologize for the inconvenience this has caused RushCard Corporate Customer Service
June 27, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 19, 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 documentationWe request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysWe could validate [redacted] state ID and copy of her social security card however, the proof of address is not dated within the last daysThe 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 fileA corporate customer service representative contacted [redacted] on June 27, to advise of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Fo Rushcard has still not given me nor my employer valid instructions on how to get them this moneySee my recent email from my employerI have emailed this also to rushcard also Regards, [redacted]
December 2, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati 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 Better Business Bureau® (“Revdex.com”) received from [redacted] on November 8, 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 states that RushCard holding her funds from a gas station transaction [redacted] also stated that she would like for the funds to be released back to her RushCard accountPer previous response, On October 23, 2015, a gas hold transaction for the amount of $was made on [redacted] accountGas holds are unable to be released sooner than the expiration datePer RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be releasedWe recommend that [redacted] contact the merchant to void the transaction to release the funds back to her accountWe appreciate [redacted] ’s feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
Better Business Bureau W Seventh St Suite Cincinnati Ohio RE: Case [redacted] April 28, We received [redacted] complaint regarding the outcome of her dispute and the level of customer service received RushCard logs all customer contact and activity associated with financial cards On 4/20/ [redacted] filed a dispute in regards to an unauthorized transaction for $ at Stop & ShopAll RushCard disputes are handled through our dedicated dispute team and are worked in the order that they are receivedAfter investigating the dispute [redacted] claim has been denied due to no error was foundWe completely understand [redacted] concern with the outcome of her dispute and we are unable to credit the account [redacted] will receive a letter explaining the denial and can file a dispute for the outcome of the claim by following the instructions on the letter receivedIf [redacted] has any additional information that she would like to provide, she will need to do so in the rebuttal letterWe sincerely apologize for any inconvenience and the frustration this has caused We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
October 21, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I still do not have access to my moneyWhen I call they give me the same run around each timeOnce I finally get ahold of a real person they tell me they cannot help me and they send me on to their tech peopleAfter being on hold for an hour, they finally pick up to tell me that they are not able to help me eitherThey say they have to expedite my case to their case managers and that I will have access to my money in hoursI've heard this twice a week for the last weeks now Regards, [redacted]
November 5, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 31, 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 problemsWe 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 throughAt this time, our system is up and running and [redacted] have access to his funds and account informationAfter further research, we have not received a direct deposit for [redacted] ***We encourage [redacted] to contact the remitter to trace the direct deposit.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
January 11, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $from [redacted] Bank [redacted] states [redacted] bank advised they would not collect on the funds [redacted] would like the funds credited back to her RushCard account Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to (ten) days.” Per previous response RushCard records indicate that [redacted] contacted customer service on January 5, and spoke to an agent regarding the pending hold in the amount of $from [redacted] BankOur records further indicate that the customer service agent advised [redacted] to speak with the merchant regarding the funds or to send in a Merchant Hold Release Letter As of date the transaction has settled to the account on January 6, [redacted] has since filed a dispute for this transaction The dispute will be researched to determine a resolutionThe time frame for dispute research is 45-daysUpon completion of the dispute [redacted] will be provided with a resolution by mail We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
December 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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 Per the previous response, a $courtesy credit has been issued to [redacted] RushCard accountMs [redacted] agreed to the $expedited card fee and the fee will not be waivedThere will not be any other credits applied to [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
April 18, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio 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 April 13, 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] ***’s account has been closed and funds have been moved to a holding account with [redacted] As part of our transition from [redacted] to [redacted] on 11/13/2014, this account cannot be opened and [redacted] customer service will have to assist further regarding [redacted] fundsOn April 15, 2016, [redacted] spoke to a representative from RushCard and was educated to provide copies of identification documentation: valid driver’s license or state ID, a signed social security card and proof of address [redacted] will need to send the documents to [redacted] fax number ###-###-#### or ###-###-#### for further reviewIf [redacted] has any questions or concerns regarding access to his funds please contact [redacted] customer service at 877-554- We appreciate [redacted] feedback and apologize for any inconvenience and frustration this may have caused RushCard Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
August 22, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 19, To Whom It May Concern: This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard transfer option was broken [redacted] also states he got different reason why he was not able to transfer his funds from his goals account to his RushCard Our records indicate that [redacted] contacted RushCard customer service and stated he was not able to transfer funds from his goals account to his RushCard accountThe agent advised [redacted] that there is a system update occurringThe update was complete on 8/18/ On August 22, a RushCard corporate resolution specialist contacted [redacted] to advise him of the folder option to complete his transfer online [redacted] was able to complete his transaction and indicated the issue has been resolved We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard,
January 4, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 [redacted] complaint states that she has not had access to her fundsFurther, her complaint states that $is missing from her RushCard Goal account [redacted] attached a screenshot purporting to confirm the $account-to-account transferWhile [redacted] complaint is not specific as to when the $went missing, we assume that the above complaint centers around an attempted account-to-account transfer on October 13, This assumption is based on supplementing the CFPB complaint with information from [redacted] Revdex.com complaintA thorough review of RushCard records indicates that [redacted] had regularly conducted transactions as recently as December 15, In the last days, the only declined transactions were the result of insufficient funds in [redacted] accountsAccording to [redacted] Revdex.com complaint, she attempted to transfer $from one of her cards to a virtual RushCard Goal account on October The screenshot [redacted] attached, confirming the transfer, was displayed in errorAt all points during October 13, [redacted] had an insufficient balance to transfer $On one account, her balance was $and another, her balance was $We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service 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 Today is Monday, 9/18/and there is no sign of the checkAccording to the response they stated 5-business days but when I called their Customer Service ###-###-#### on 9/13/I was advised that I should receive the check by Monday, 9/25/This is conflicting information that is being provided and it isn't the first time it has happenedThis type of conflicting information has been happening for the last monthsCan they provide a tracking number? How do I know that we will not get another email in a few days stating the bill payment check was returned due to discrepancy in the address, which is the type of email I got back on 8/23/ Meanwhile [redacted] is starting his Prostate Cancer radiation treatment in a few days and still nothing from this company Regards, [redacted]
Acct#: Dispute Type: Date Error Reported: Claim Amount: XXXX-XXXX-XXXX- [redacted] Cancellation August 10, $ Dear Cardholder, Thank you for contacting us regarding the claim referenced aboveThis letter is to inform you that we have provisionally credited your account as of August 30, in the amount listed aboveThis temporary credit is being provided while we investigate your claimIt may take up to days to investigate the complaint or questionFor errors involving new accounts point-of-sale, or foreign-initiated transactions, we may take up to days to investigate your complaint or questionYou will have full use of these funds while we complete our investigationThe results of the investigation will be communicated to you in writing within business days after completing our investigationIf your claim is denied, the provisional credit(s) will be reversed and your account will be debited for the amountYou will be notified if this occursIf you have any questions, please contact the number on the back of your cardSincerely, Dispute Resolution Fax: ###-###-####
September 15, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio 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 28, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she filed a card to card transfer dispute in the amount of $ [redacted] also stated that her dispute was denied and requested the funds be reversed back to her RushCard account On August 28, 2015, [redacted] initiated a card to card transfer in the amount of $ [redacted] account also shows previous transaction history of this card to card transfer On September 3, 2015, the Card to Card Transfer Dispute was denied through our investigation it was determined that no error occurred A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise the next steps she can take if she disagrees with the outcome of the dispute A letter has been sent to the address on the account notifying [redacted] of the resolution We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Satoyra H 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 It was stated that someone tried to contact me on 1/9/and that is not trueI have a number that has a voicemail and no one has contacted me about this matterAgain Rush is not telling the truth at all.This matter is still not resolved because I went to the bank on yesterday 1/8/and was advised that [redacted] do not have any money from RushAnd [redacted] contacted their corporate office while I was there and nothing was released to them from Rush [redacted] supplied me with a letter on company letterhead and business cardSo Rush can talk directly to themI then called Rush back after leaving the bank to let them know what was going on and I was advised from Rush to file a dispute! Because they did not have the money [redacted] has the moneySo me as a customer since Rush is no help of trying to figure out where this money wentEspecially if the bank is telling you all they do not have it and have talked with Rush and we now have supplied letters Regards, [redacted] ***
October 22, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 16, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
November 7, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 1, 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 submitted a claim for the settlement and haven’t received her refund or an update RushCard does not have any information regarding the settlement [redacted] will need to call ###-###-#### or email the settlement group at [redacted] regarding any questions or concerns We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service
December 24, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 3, 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 [redacted] ’ complaint states that she returned a $purchase to the merchant on October 7, 2015, but the funds were never applied back to her accountPer our previous response, an authorization hold allowing the funds to be deducted from the account and submitted for payment for the initial purchase was placed on the accountThrough further research the merchant did not process the credit for [redacted] ’ returnThere are two course of actions [redacted] ’ would need to pursueSpeak with the merchant informing them they did not credit her account or file a dispute with RushCard that her credit was not receivedWe appreciate [redacted] ’ feedback and sincerely apologize for the inconvenience this has caused RushCard Corporate Customer Service
June 27, VIA ONLINE SUBMISSION: Revdex.com E4th Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 19, 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 documentationWe request copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last daysWe could validate [redacted] state ID and copy of her social security card however, the proof of address is not dated within the last daysThe 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 fileA corporate customer service representative contacted [redacted] on June 27, to advise of this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Fo Rushcard has still not given me nor my employer valid instructions on how to get them this moneySee my recent email from my employerI have emailed this also to rushcard also Regards, [redacted]
December 2, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati 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 Better Business Bureau® (“Revdex.com”) received from [redacted] on November 8, 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 states that RushCard holding her funds from a gas station transaction [redacted] also stated that she would like for the funds to be released back to her RushCard accountPer previous response, On October 23, 2015, a gas hold transaction for the amount of $was made on [redacted] accountGas holds are unable to be released sooner than the expiration datePer RushCard Cardholder Agreement, when the card is used at an automated fuel dispenser ("pay at the pump"), the merchant may preauthorize the transaction amount (place a hold) on the accountIf you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant or we may preauthorize the transaction amount for the purchase amountThese merchants must settle first and then the transaction can be releasedWe recommend that [redacted] contact the merchant to void the transaction to release the funds back to her accountWe appreciate [redacted] ’s feedback and once again we sincerely apologize for the inconvenience this matter has caused RushCard Customer Service
Better Business Bureau W Seventh St Suite Cincinnati Ohio RE: Case [redacted] April 28, We received [redacted] complaint regarding the outcome of her dispute and the level of customer service received RushCard logs all customer contact and activity associated with financial cards On 4/20/ [redacted] filed a dispute in regards to an unauthorized transaction for $ at Stop & ShopAll RushCard disputes are handled through our dedicated dispute team and are worked in the order that they are receivedAfter investigating the dispute [redacted] claim has been denied due to no error was foundWe completely understand [redacted] concern with the outcome of her dispute and we are unable to credit the account [redacted] will receive a letter explaining the denial and can file a dispute for the outcome of the claim by following the instructions on the letter receivedIf [redacted] has any additional information that she would like to provide, she will need to do so in the rebuttal letterWe sincerely apologize for any inconvenience and the frustration this has caused We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
October 21, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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, and continuing through February 29, 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 insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service