November 10, 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 [redacted] has access to
his funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. A refund credit in the
amount of $111.20 was issued to [redacted] RushCard account by the merchant on November
2, 2015. Additionally, RushCard issued a $25.00 courtesy credit to [redacted]’
RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 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. Per response, at
this time, our system is up and running and [redacted] have access to his funds
and account information. After 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 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.
Rushcard : stop lying and played too many times! I have spoken to merchant and they mention u didn't contact them at all you were lying of [redacted] like always and stop post ads and convenient people and I warned them to not go to Rushcard company and and posted to show how you stolen the money from me and customers. Stop lying and if it's continue there will be court involves and I'll make sure to have other people who complain about Rushcard to be involved for the court and I'm no joking or games. Do the job as u are supposed to do
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. Reasons for objection:I am unable to transfer the $600 in my RushGoals to my debit card for withdrawal. I continue to get an error message when I attempt to use the online services to request a transferI called member services on Wednesday, October 21, 2015 to request assistance with the transfer and was told my issue would be forward to account specialist and they would contact me within 48 hours and I have not heard from them via phone or email.I called member services again on Friday, October 23, 2015 and was told again that my issue would be forward to account specialist and when I requested to speak with account specialist I was put on hold for over an hour only to speak with a supervisor who stated that I can only communicate with account specialist via email. At which time, I sent an email to [email protected] . The ticket code I received in an acknowledgement email is [redacted]I have attached a screenshot of my attempt this morning of my money in RushGoals as well as the error message received when attempting to transfer the funds
Regards,
[redacted]
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[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
August 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 29, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she is not satisfied with the respond that the transaction failed. [redacted] states she would like to know why the transfer failed. We appreciate [redacted] concern about why the transaction failed. It was a technical issue. [redacted] funds were credited back to her account. Our goal is to provide financial convenience supported by reliable customer service. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on May 29, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted]’ complaint contends that RushCard needs to
change the company policy regarding card replacements. On May 20, 2015, [redacted] contacted RushCard to process a card replacement for a damaged
card. [redacted] received his replacement
card via regular mail and this practice cause [redacted] pause. A RushCard Corporate Customer Service Specialist contacted [redacted] to advise that we appreciate his feedback. RushCard complies with [redacted] Security
Guidelines regarding issuance and mailing of all cards. RushCard takes security seriously and appreciates
[redacted] for his business.
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this matter has caused.
August 05th, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: Revdex.com # [redacted] Complaint date: July 26th, 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. On July 11th, 2016, [redacted] contacted UniRush to dispute two transactions that occurred on the same day, at [redacted] in [redacted], [redacted]. [redacted] claimed her card was lost on July 10th, 2016, and does not know where she lost her RushCard. She stated she did not make the transactions or authorized anyone to use her card.On July 18th, 2016, [redacted]’s claim was denied due to pattern and no failed pin attempts. On August 3rd, 2016, after UniRush Disputes Management reviewed [redacted] claim, it was approved in her Favor. Credit totaling $41.68 posted to her Rushcard account. We appreciate [redacted] feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him.Regards,RushCard Corporate Customer Service
In complaint, [redacted] stated on August 30 went to [redacted] savings bank and did an over the counter transaction for $825 and then, on August 31 2016 at 5:11 am there was a second charge of $825 from [redacted] Bank that she did not authorize. she continued, on December 1, 2016, she said she did an over the counter withdraw for $650; however, there was a second debit for $650 out of his account that she did not authorize; which then, cause her account to be negative. RushCard records indicate that on September 9, 2016, [redacted] contacted RushCard to file a dispute for an over the counter transaction that occurred on August 31st ,2016 for $825.00. She claimed the transaction is duplicate, and that she authorized the first one for $825.00 posted on August 30. On September 9, 2016, [redacted]’s claim was denied. After using the Merchant category code, we concluded no error occurred. The first transaction was done over the counter inside of a banking and the second transaction was done at an ATM. On the second dispute filed on December 2nd, 2016, [redacted] claim she did not get the services she paid for. She said the first withdraw for $650 posted on December 1st is authorized. At this time, the case is pending. [redacted] will be notified by mail by March 6, 2016. We appreciate [redacted] feedback regarding this matter, if [redacted] have any additional questions regarding this complaint, she may contact our customer service number. Regards, RushCard Corporate Customer Service
Unirush has no further information regarding this complaint. Please see our previous rebuttal response sent June 11th (below). Thank you. On May 23, 2017, [redacted] RushCard account was permanently closed in accordance with RushCard Risk procedure. RushCard is unable to keep this account safe, therefore the account has been closed. The last deposit for $408.66 was credited to the account on May 10, 2017 and the funds have been spent. A deposit prior of $335.84 was credited to the RushCard account on April 25, 2017, the funds from this deposit has been spent as well. A corporate customer service specialist attempted to contact [redacted] on May 24, 2017 to advise of the account information.
November 8, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: November 7, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he contacted RushCard several times regarding his check that was sent on September 12, 2016 that he has not received. [redacted] states he has not received his check and wants RushCard to reprocess his check. On August 1, 2016 a check was processed for [redacted] at the address RushCard had on file. On September 12, 2016 the check was stopped and reissued to the address RushCard has on file. On October 17, 2016. [redacted] called to state he had not received the check and needed to updated his address. The check was sent to the old address and therefore [redacted] did not get his check. On November 8, 2016, a RushCard corporate specialist contacted [redacted] to provide alternate means for [redacted] to receive is funds due to the error. [redacted] agreed to have a money gram of the remaining funds issued. We have processed a money gram to [redacted] We appreciate [redacted]’s feedback and sincerely apologize for the inconvenience this has caused. RushCard, Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 17, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 11, 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 received a refund $80.98 that was sent to a closed account. [redacted] indicates she contacted RushCard to update her address on file. [redacted] also states the refund was sent to her old address. [redacted] would like a refund for the $80.98 that was sent to the incorrect address. Our records indicate that on December 4,2017 a bill payment in the amount of $80.98 was sent to [redacted] to the address on file of [redacted]. The bill payment for this amount was stopped on December 5, 2017 and credited back to the account. The bill payment was again sent out to [redacted] on December 13th and later stopped on January 4th as well. The funds of $80.98 were then credited back to the account ending in [redacted] on January 4th the funds were returned to the remitter on January 16, 2018. On January 17, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted],
on June 25, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted]’ complaint
states that her card is closed and she does not have access to the funds that
were credited to her account by [redacted] Mobile.
Per response, on June 16, 2015, [redacted]’ RushCard account was permanently closed in
accordance to RushCard terms and conditions.
[redacted] was refunded by [redacted] Mobile for $38.80 on 6/25/2015. On
June 29, 2015 a $500.00 provisional credit was reversed from [redacted]
account for a dispute that was filed as an ATM non-dispense. The reversal of
this credit caused the account to go into a negative. The outcome of the error
allegation, ATM non-dispense, dispute has been final and [redacted]’ will
receive a letter in the mail regarding the outcome of the dispute. On July 6,
2015 a RushCard Customer Service Specialist attempted to contact [redacted]
with no answer. Voicemails were left at each phone number on the RushCard
account.
We appreciate [redacted]’
feedback and continue to
review our processes to assure customer protection and convenience.
Unirush has no additional information to provide regarding this complaint. The 2016 issue is also the 2017 issue, the disputed transaction found in the customers favor, although her RushCard account is still in the negative. Thank you.
November 5, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 1, 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. That's still 22 business days from May5 to june 3 . And who is [redacted]? Refer to you guys terms and conditions and that is not what they stated, they said 10 business days. The company is a fraud and a fake and I wouldn't recommend anyone to rushcard! They set the terms and conditions: therefore they said 45-90 days for an outcome; that has nothing to do with an provisional credit.
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. After reading all the complaints from other Rushcard members having the same problem I can see there system is not working.I will be faxing, emailing, and mailing copy of [redacted], copy of social security card , copy of IRS tax return, I am hoping this will be enough to avoid funds being sent back to IRS. It doesn't make sense why the funds would be mailed by check to IRS, your only creating more of an inconvienance to your customers causing them to endure financial hardship. Please accept proof as it is valid and let resolve this matter.Why do advertise your card to be such a great product and service when in reality it's has only been a nightmare for many of your customers. The IRS felt confident in sending you my refund check, Rushcard was confident in making the deposit why now do you chose to place such a big burden on me.RushCard-- a prepaid Visa card co-founded by Russell .in order to provide financial freedom and access long denied to an underserved population-- boy this statement is a lie.....Your decisions on how you handle you customers account is unfair, you place so much control over our funds not knowing how the outcome of your decision affects are life in a stressful negative way.
Regards,
[redacted]
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 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. 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
November 10, 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 [redacted] has access to
his funds and account information. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. A refund credit in the
amount of $111.20 was issued to [redacted] RushCard account by the merchant on November
2, 2015. Additionally, RushCard issued a $25.00 courtesy credit to [redacted]’
RushCard account. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 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. Per response, at
this time, our system is up and running and [redacted] have access to his funds
and account information. After 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 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.
Rushcard : stop lying and played too many times! I have spoken to merchant and they mention u didn't contact them at all you were lying of [redacted] like always and stop post ads and convenient people and I warned them to not go to Rushcard company and and posted to show how you stolen the money from me and customers. Stop lying and if it's continue there will be court involves and I'll make sure to have other people who complain about Rushcard to be involved for the court and I'm no joking or games. Do the job as u are supposed to do
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. Reasons for objection:I am unable to transfer the $600 in my RushGoals to my debit card for withdrawal. I continue to get an error message when I attempt to use the online services to request a transferI called member services on Wednesday, October 21, 2015 to request assistance with the transfer and was told my issue would be forward to account specialist and they would contact me within 48 hours and I have not heard from them via phone or email.I called member services again on Friday, October 23, 2015 and was told again that my issue would be forward to account specialist and when I requested to speak with account specialist I was put on hold for over an hour only to speak with a supervisor who stated that I can only communicate with account specialist via email. At which time, I sent an email to [email protected] . The ticket code I received in an acknowledgement email is [redacted]I have attached a screenshot of my attempt this morning of my money in RushGoals as well as the error message received when attempting to transfer the funds
Regards,
[redacted]
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[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
August 3, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: July 29, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she is not satisfied with the respond that the transaction failed. [redacted] states she would like to know why the transfer failed. We appreciate [redacted] concern about why the transaction failed. It was a technical issue. [redacted] funds were credited back to her account. Our goal is to provide financial convenience supported by reliable customer service. We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer. RushCard, Corporate Customer Service
June 5, 2015
VIA ONLINE
SUBMISSION:
Revdex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Complaint # [redacted]
Consumer:
[redacted]
To Whom It May Concern:
This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on May 29, 2015. UniRush,
LLC d/b/a RushCard takes customer complaints seriously and strives to provide
quality customer service while dutifully protecting customer identities and
resources.
[redacted]’ complaint contends that RushCard needs to
change the company policy regarding card replacements. On May 20, 2015, [redacted] contacted RushCard to process a card replacement for a damaged
card. [redacted] received his replacement
card via regular mail and this practice cause [redacted] pause. A RushCard Corporate Customer Service Specialist contacted [redacted] to advise that we appreciate his feedback. RushCard complies with [redacted] Security
Guidelines regarding issuance and mailing of all cards. RushCard takes security seriously and appreciates
[redacted] for his business.
We appreciate [redacted]’ feedback
and sincerely apologize
for the inconvenience this matter has caused.
[redacted]
Corporate Customer Service
August 05th, 2016 VIA ONLINE SUBMISSION:Revdex.com 1 E. Fourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted]Complaint number: Revdex.com # [redacted] Complaint date: July 26th, 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. On July 11th, 2016, [redacted] contacted UniRush to dispute two transactions that occurred on the same day, at [redacted] in [redacted], [redacted]. [redacted] claimed her card was lost on July 10th, 2016, and does not know where she lost her RushCard. She stated she did not make the transactions or authorized anyone to use her card.On July 18th, 2016, [redacted]’s claim was denied due to pattern and no failed pin attempts. On August 3rd, 2016, after UniRush Disputes Management reviewed [redacted] claim, it was approved in her Favor. Credit totaling $41.68 posted to her Rushcard account. We appreciate [redacted] feedback regarding this matter and sincerely apologize for any inconvenience this issue has caused him.Regards,RushCard Corporate Customer Service
In complaint, [redacted] stated on August 30 went to [redacted] savings bank and did an over the counter transaction for $825 and then, on August 31 2016 at 5:11 am there was a second charge of $825 from [redacted] Bank that she did not authorize. she continued, on December 1, 2016, she said she did an over the counter withdraw for $650; however, there was a second debit for $650 out of his account that she did not authorize; which then, cause her account to be negative. RushCard records indicate that on September 9, 2016, [redacted] contacted RushCard to file a dispute for an over the counter transaction that occurred on August 31st ,2016 for $825.00. She claimed the transaction is duplicate, and that she authorized the first one for $825.00 posted on August 30. On September 9, 2016, [redacted]’s claim was denied. After using the Merchant category code, we concluded no error occurred. The first transaction was done over the counter inside of a banking and the second transaction was done at an ATM. On the second dispute filed on December 2nd, 2016, [redacted] claim she did not get the services she paid for. She said the first withdraw for $650 posted on December 1st is authorized. At this time, the case is pending. [redacted] will be notified by mail by March 6, 2016. We appreciate [redacted] feedback regarding this matter, if [redacted] have any additional questions regarding this complaint, she may contact our customer service number. Regards, RushCard Corporate Customer Service
Unirush has no further information regarding this complaint. Please see our previous rebuttal response sent June 11th (below). Thank you. On May 23, 2017, [redacted] RushCard account was permanently closed in accordance with RushCard Risk procedure. RushCard is unable to keep this account safe, therefore the account has been closed. The last deposit for $408.66 was credited to the account on May 10, 2017 and the funds have been spent. A deposit prior of $335.84 was credited to the RushCard account on April 25, 2017, the funds from this deposit has been spent as well. A corporate customer service specialist attempted to contact [redacted] on May 24, 2017 to advise of the account information.
November 8, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number:...
[redacted] Complaint date: November 7, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that he contacted RushCard several times regarding his check that was sent on September 12, 2016 that he has not received. [redacted] states he has not received his check and wants RushCard to reprocess his check. On August 1, 2016 a check was processed for [redacted] at the address RushCard had on file. On September 12, 2016 the check was stopped and reissued to the address RushCard has on file. On October 17, 2016. [redacted] called to state he had not received the check and needed to updated his address. The check was sent to the old address and therefore [redacted] did not get his check. On November 8, 2016, a RushCard corporate specialist contacted [redacted] to provide alternate means for [redacted] to receive is funds due to the error. [redacted] agreed to have a money gram of the remaining funds issued. We have processed a money gram to [redacted] We appreciate [redacted]’s feedback and sincerely apologize for the inconvenience this has caused. RushCard, Corporate Customer Service
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
January 17, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E 4th STE 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: January 11, 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 received a refund $80.98 that was sent to a closed account. [redacted] indicates she contacted RushCard to update her address on file. [redacted] also states the refund was sent to her old address. [redacted] would like a refund for the $80.98 that was sent to the incorrect address. Our records indicate that on December 4,2017 a bill payment in the amount of $80.98 was sent to [redacted] to the address on file of [redacted]. The bill payment for this amount was stopped on December 5, 2017 and credited back to the account. The bill payment was again sent out to [redacted] on December 13th and later stopped on January 4th as well. The funds of $80.98 were then credited back to the account ending in [redacted] on January 4th the funds were returned to the remitter on January 16, 2018. On January 17, 2018 a corporate resolutions specialist attempted to contact [redacted] to advise of the following information. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
July 27,
2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the
Revdex.com®
(“Revdex.com”) received
from [redacted],
on June 25, 2015. UniRush, LLC d/b/a RushCard takes customer complaints
seriously and strives to provide quality customer service while dutifully
protecting customer identities and resources.
[redacted]’ complaint
states that her card is closed and she does not have access to the funds that
were credited to her account by [redacted] Mobile.
Per response, on June 16, 2015, [redacted]’ RushCard account was permanently closed in
accordance to RushCard terms and conditions.
[redacted] was refunded by [redacted] Mobile for $38.80 on 6/25/2015. On
June 29, 2015 a $500.00 provisional credit was reversed from [redacted]
account for a dispute that was filed as an ATM non-dispense. The reversal of
this credit caused the account to go into a negative. The outcome of the error
allegation, ATM non-dispense, dispute has been final and [redacted]’ will
receive a letter in the mail regarding the outcome of the dispute. On July 6,
2015 a RushCard Customer Service Specialist attempted to contact [redacted]
with no answer. Voicemails were left at each phone number on the RushCard
account.
We appreciate [redacted]’
feedback and continue to
review our processes to assure customer protection and convenience.
Tyree T.
Corporate Customer Service
Unirush has no additional information to provide regarding this complaint. The 2016 issue is also the 2017 issue, the disputed transaction found in the customers favor, although her RushCard account is still in the negative. Thank you.
November 5, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: November 1, 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. That's still 22 business days from May5 to june 3 . And who is [redacted]? Refer to you guys terms and conditions and that is not what they stated, they said 10 business days. The company is a fraud and a fake and I wouldn't recommend anyone to rushcard! They set the terms and conditions: therefore they said 45-90 days for an outcome; that has nothing to do with an provisional credit.
Regards,
[redacted]
Our corporate fax number is ###-###-####. [redacted] is welcome to fax the required documents to that number.
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. After reading all the complaints from other Rushcard members having the same problem I can see there system is not working.I will be faxing, emailing, and mailing copy of [redacted], copy of social security card , copy of IRS tax return, I am hoping this will be enough to avoid funds being sent back to IRS. It doesn't make sense why the funds would be mailed by check to IRS, your only creating more of an inconvienance to your customers causing them to endure financial hardship. Please accept proof as it is valid and let resolve this matter.Why do advertise your card to be such a great product and service when in reality it's has only been a nightmare for many of your customers. The IRS felt confident in sending you my refund check, Rushcard was confident in making the deposit why now do you chose to place such a big burden on me.RushCard-- a prepaid Visa card co-founded by Russell .in order to provide financial freedom and access long denied to an underserved population-- boy this statement is a lie.....Your decisions on how you handle you customers account is unfair, you place so much control over our funds not knowing how the outcome of your decision affects are life in a stressful negative way.
Regards,
[redacted]
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 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. 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