May 15, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: May 14, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard blocked his account because of a TV he returned to [redacted] and had the credit put on his RushCard. [redacted] is requesting his card be unblocked. On May 11, 2017, [redacted] RushCard received a credit without an offsetting debit. This type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity. A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit. On May 13, 2017 [redacted] contacted RushCard customer service and was educated on this type of activity being against [redacted] Regulations. [redacted] was also advised the hold would remain for 24-48 hours. On May 15, 2017 a Risk representative reviewed the documents and the card was unblocked. Due to the time zone that [redacted] is in, it was too early to contact him by phone. A RushCard corporate specialist emailed [redacted] to advise him that the card had been unblocked. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I agree that I received the transfer to a replacement card that was issued to me. It amazes me that the company is so callous that they can actually state that after I was forced to obtain a new card that I didn't want I should be responsible for any fees related to this debacle. I received contact from a corporate representative yesterday, after I made the same post to Consumer Affairs. I received a completely different response from the department that answered that complaint. The representative was nice and polite and did refund my fees but I felt that her goal was to make sure that she gave me enough to confirm that the problem was resolved. I felt like their was no real concern with how to make sure that the issue with customer service would not happen again. I did get my money, and I will not further pursue the issue, bu I was not completely satisfied with the result.
Regards,
[redacted]
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 1, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]
[redacted]’ complaint contends that she has not received her funds from an error
allegation dispute she filed on May 8, 2015 in the amount of $379.24.
Per
response, On May 8, 2015 [redacted]’ filed an error allegation dispute regarding
a $379.24 charge on her account. The
dispute process can take up to 45 days to investigate the claim and as of now
there are no updates regarding the outcome of the dispute. A Corporate Customer
Service Specialist contacted [redacted] and advised her of the status of the
investigation. Once the claim is final [redacted]’ will receive a letter in the mail
regarding the outcome of the dispute.
We appreciate [redacted]’ feedback and
sincerely apologize for
the inconvenience this has caused.
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 August 3, 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 she was
overcharged for fees on her RushCard account. [redacted] also stated that she
should be refunded back the fees.
On July 31, 2015, [redacted] activated her RushCard by
loading a $30 cash load to the account. Per RushCard’s Cardholder Agreement the
$9.95 onetime card fee is based on the plastic design requested by [redacted]
and is deducted when funds are first loaded to the account. [redacted] also
signed up via website for the $7.95 Rush Unlimited Plan which is accessed on
the first of every month. On August 1, 2015, [redacted] contacted RushCard
Customer Service and was advised the fees are working effectively. On August
10, 2015, a RushCard Customer Service Specialist attempted to contact [redacted] to advise that she was charged the correct plan fees. On August 12,
2015, as a onetime courtesy, RushCard waived the $9.95 Onetime Card Fee back to
[redacted] account.
We appreciate [redacted]’* feedback. Our goal is to provide
financial convenience supported by reliable customer service.
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
July 14, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted] ...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on July 13, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted]’ complaint states that she needs assistance in retrieving her July direct deposits. [redacted] would like this to be completed as soon as possible. On June 30, 2016 there was a express cash (money gram) processed and [redacted] was advised that a valid State ID/Driver’s License would need to present upon funds pick up. [redacted] informed us the name did not match and requested the express cash be cancelled. The express cash was cancelled on June 30, 2016, however there was a delay in the reversal of funds and we have offered our sincere apologies – we have processed the reversal of funds back to [redacted] account. We show [redacted] ordered a replacement card via [redacted] and as a courtesy we have waived the $30.00 fee and $4.95 replacement fee that was applied to [redacted] account. We appreciate [redacted]’ feedback. Our 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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 30,
2015
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
[redacted]
Complaint number: [redacted]
Complaint date: October 21, 2015
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.
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 5, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. Per previous response, [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at 917-383-0567. We encourage [redacted] to work with the merchant to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. On December 1, 2015, RushCard did issue $25.00 loyalty credit to [redacted] account due to the conversion. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
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 have done all of that already and still have not heard from rush card or recieved my money. I have tried to work with rush card over and over again and I cannot deal with this anymore I will be suing them because this is ridiculous and I'm tired of dealing with them.
Regards,
[redacted]
Acct#: Dispute Type: Date Error Reported: Claim Amount: XXXX-XXXX-XXXX-[redacted] Cancellation August 10, 2017 $ 103.00 Dear Cardholder, Thank you for contacting us regarding the claim referenced above. This letter is to inform you that we have provisionally credited your account as of August 30, 2017 in...
the amount listed above. This temporary credit is being provided while we investigate your claim. It may take up to 45 days to investigate the complaint or question. For errors involving new accounts point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. You will have full use of these funds while we complete our investigation. The results of the investigation will be communicated to you in writing within 3 business days after completing our investigation. If your claim is denied, the provisional credit(s) will be reversed and your account will be debited for the amount. You will be notified if this occurs. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted],
which the Revdex.com®
(“Revdex.com”) received
from [redacted], on August 14, 2015. UniRush, LLC d/b/a RushCard
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer identities and resources.
[redacted] complaint contends
that RushCard denied her error allegation dispute in the amount of $353.95 from
[redacted]. [redacted] also requested that her funds be credited back to her
account.
On June
10, 2015 [redacted] filed an error allegation dispute regarding a $353.95
charge on her account. On June 10,
2015, the RushCard dispute team received a signed error allegation dispute form
from [redacted]. The dispute process can take up to 45 to 90 days to investigate
the claim. On August 4, 2015, [redacted] error allegation dispute was
denied due to no error occurred. A Corporate Customer Service Specialist attempted
to contact [redacted] and advised her of the rebuttal letter process to
reopen the denied error allegation dispute and to provide any additional
documentation to the disputes department fax # ###-###-####. We encourage Ms.
Lewinson to work with the merchant to resolve any issues regarding products or
services rendered. RushCard has determined that the transaction was completed
as requested.
We appreciate [redacted] feedback and sincerely
apologize for the substandard customer service she received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
They keep saying I got a payment on the 10th of may in their statement but how I've gotten paid $403 on the 10th when the payment was for the 22nd of may which I still have not yet to received because of the closing of the account
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]
[redacted], on September 23, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]
[redacted] complaint states that RushCard closed her account and will not issue
out her Tax Refund.
On
February 13, 2015, a Tax Refund in the amount of $4,203.84 posted to [redacted]
[redacted] RushCard account. On February 18, 2015, [redacted] contacted RushCard
customer service and advised that she did not apply for a RushCard. The account
was immediately blocked due to possible fraud. On September 24, 2015, the remaining funds were
reversed from the account and issued to the IRS for an 8 to 10 week
investigation. At that time [redacted] will need to contact the IRS at
###-###-#### in order to request the funds. Unfortunately, no further
information can be provided to [redacted]. [redacted] RushCard account is permanently closed in
accordance with RushCard Risk procedure.
We appreciate [redacted] feedback
and continuously review our process to provide a convenient and secure
financial option for our card holders.
December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: December 22, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she attempted to process a $180.00 card to card transfer to a third party. [redacted] also stated that the card to card transfer failed and the funds never went back to the third party’s RushCard account. On October 14, 2015, [redacted] attempted to process a card to card transfer to a third party. The card to card transferred failed and no funds were never deducted from [redacted] account. On December 21, 2015, a RushCard Customer Service Representative verified that the transfer amount of $180.00 did not deduct from [redacted] account since the transfer failed. A $25.00 courtesy credit was issued to [redacted] account for the inconvenience of the conversion. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
March 3, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 2, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she recently contacted [redacted] about a transaction for $38.97 that was pending on her RushCard account, and they stated that the pre authorization hold was released and funds returned. [redacted] also states she has not been able to get in contact with anyone at RushCard to assist her with this issue. [redacted] is requesting her funds be credited back to her RushCard account. Our records indicate that the charge from [redacted] for $38.97 posted to [redacted] account on 3/2/17. On March 3, 2017 a RushCard corporate service specialist attempted to contact [redacted] to advise her of this and to let her know that she could file a dispute. A detailed message was left for a callback. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I am very upset that my complaint is not being taken under serious consideration. The co.pany keeps replying. With the same text as if they are not even taking it under consideration. The money that was transferred incorrectly was to a card that there company registered do to another error on their behalf earlier in the year. It doesn't seem like they are interested in resolving this matter and I would like to take further action
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.I've previously contated you about this same promotion offer they told me I needed to load $100 I did then they changed it to thr first direct deposit. I have proof from the ladt complaint
Regards,
[redacted]
I have waited 45 days as they stated and still no results my dispute was filed March 3 2015
May 15, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: May 14, 2017 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that RushCard blocked his account because of a TV he returned to [redacted] and had the credit put on his RushCard. [redacted] is requesting his card be unblocked. On May 11, 2017, [redacted] RushCard received a credit without an offsetting debit. This type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity. A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit. On May 13, 2017 [redacted] contacted RushCard customer service and was educated on this type of activity being against [redacted] Regulations. [redacted] was also advised the hold would remain for 24-48 hours. On May 15, 2017 a Risk representative reviewed the documents and the card was unblocked. Due to the time zone that [redacted] is in, it was too early to contact him by phone. A RushCard corporate specialist emailed [redacted] to advise him that the card had been unblocked. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I agree that I received the transfer to a replacement card that was issued to me. It amazes me that the company is so callous that they can actually state that after I was forced to obtain a new card that I didn't want I should be responsible for any fees related to this debacle. I received contact from a corporate representative yesterday, after I made the same post to Consumer Affairs. I received a completely different response from the department that answered that complaint. The representative was nice and polite and did refund my fees but I felt that her goal was to make sure that she gave me enough to confirm that the problem was resolved. I felt like their was no real concern with how to make sure that the issue with customer service would not happen again. I did get my money, and I will not further pursue the issue, bu I was not completely satisfied with the result.
Regards,
[redacted]
June 16,
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 1, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]
[redacted]’ complaint contends that she has not received her funds from an error
allegation dispute she filed on May 8, 2015 in the amount of $379.24.
Per
response, On May 8, 2015 [redacted]’ filed an error allegation dispute regarding
a $379.24 charge on her account. The
dispute process can take up to 45 days to investigate the claim and as of now
there are no updates regarding the outcome of the dispute. A Corporate Customer
Service Specialist contacted [redacted] and advised her of the status of the
investigation. Once the claim is final [redacted]’ will receive a letter in the mail
regarding the outcome of the dispute.
We appreciate [redacted]’ feedback and
sincerely apologize for
the inconvenience this has caused.
[redacted]
Corporate Customer Service
August 13, 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 August 3, 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 she was
overcharged for fees on her RushCard account. [redacted] also stated that she
should be refunded back the fees.
On July 31, 2015, [redacted] activated her RushCard by
loading a $30 cash load to the account. Per RushCard’s Cardholder Agreement the
$9.95 onetime card fee is based on the plastic design requested by [redacted]
and is deducted when funds are first loaded to the account. [redacted] also
signed up via website for the $7.95 Rush Unlimited Plan which is accessed on
the first of every month. On August 1, 2015, [redacted] contacted RushCard
Customer Service and was advised the fees are working effectively. On August
10, 2015, a RushCard Customer Service Specialist attempted to contact [redacted] to advise that she was charged the correct plan fees. On August 12,
2015, as a onetime courtesy, RushCard waived the $9.95 Onetime Card Fee back to
[redacted] account.
We appreciate [redacted]’* feedback. Our goal is to provide
financial convenience supported by reliable customer service.
Tyree T.
Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[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
July 14, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Case #[redacted] Consumer: [redacted] ...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on July 13, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted]’ complaint states that she needs assistance in retrieving her July direct deposits. [redacted] would like this to be completed as soon as possible. On June 30, 2016 there was a express cash (money gram) processed and [redacted] was advised that a valid State ID/Driver’s License would need to present upon funds pick up. [redacted] informed us the name did not match and requested the express cash be cancelled. The express cash was cancelled on June 30, 2016, however there was a delay in the reversal of funds and we have offered our sincere apologies – we have processed the reversal of funds back to [redacted] account. We show [redacted] ordered a replacement card via [redacted] and as a courtesy we have waived the $30.00 fee and $4.95 replacement fee that was applied to [redacted] account. We appreciate [redacted]’ feedback. Our 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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 30,
2015
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re: Consumer: [redacted]...
[redacted]
Complaint number: [redacted]
Complaint date: October 21, 2015
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.
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 5, 2016 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 16, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. Per previous response, [redacted] will need to fax the rebuttal letter and any additional documentation to the disputes department at 917-383-0567. We encourage [redacted] to work with the merchant to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested. On December 1, 2015, RushCard did issue $25.00 loyalty credit to [redacted] account due to the conversion. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
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 have done all of that already and still have not heard from rush card or recieved my money. I have tried to work with rush card over and over again and I cannot deal with this anymore I will be suing them because this is ridiculous and I'm tired of dealing with them.
Regards,
[redacted]
Acct#: Dispute Type: Date Error Reported: Claim Amount: XXXX-XXXX-XXXX-[redacted] Cancellation August 10, 2017 $ 103.00 Dear Cardholder, Thank you for contacting us regarding the claim referenced above. This letter is to inform you that we have provisionally credited your account as of August 30, 2017 in...
the amount listed above. This temporary credit is being provided while we investigate your claim. It may take up to 45 days to investigate the complaint or question. For errors involving new accounts point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. You will have full use of these funds while we complete our investigation. The results of the investigation will be communicated to you in writing within 3 business days after completing our investigation. If your claim is denied, the provisional credit(s) will be reversed and your account will be debited for the amount. You will be notified if this occurs. If you have any questions, please contact the number on the back of your card. Sincerely, Dispute Resolution Fax: ###-###-####
August
18, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This letter is in response to the attached complaint, Case
No. [redacted],
which the Revdex.com®
(“Revdex.com”) received
from [redacted], on August 14, 2015. UniRush, LLC d/b/a RushCard
takes customer complaints seriously and strives to provide quality customer
service while dutifully protecting customer identities and resources.
[redacted] complaint contends
that RushCard denied her error allegation dispute in the amount of $353.95 from
[redacted]. [redacted] also requested that her funds be credited back to her
account.
On June
10, 2015 [redacted] filed an error allegation dispute regarding a $353.95
charge on her account. On June 10,
2015, the RushCard dispute team received a signed error allegation dispute form
from [redacted]. The dispute process can take up to 45 to 90 days to investigate
the claim. On August 4, 2015, [redacted] error allegation dispute was
denied due to no error occurred. A Corporate Customer Service Specialist attempted
to contact [redacted] and advised her of the rebuttal letter process to
reopen the denied error allegation dispute and to provide any additional
documentation to the disputes department fax # ###-###-####. We encourage Ms.
Lewinson to work with the merchant to resolve any issues regarding products or
services rendered. RushCard has determined that the transaction was completed
as requested.
We appreciate [redacted] feedback and sincerely
apologize for the substandard customer service she received when contacting
RushCard Customer Service. Our goal is to provide financial convenience
supported by reliable customer service.
Tyree T.
Corporate Customer Service
They keep saying I got a payment on the 10th of may in their statement but how I've gotten paid $403 on the 10th when the payment was for the 22nd of may which I still have not yet to received because of the closing of the account
September
29, 2015
VIA ONLINE SUBMISSION:
RevDex.com®
7 W Seventh St Suite 1600
Cincinnati Ohio...
45202
Re: Case # [redacted]
Consumer:
[redacted]
To Whom
It May Concern:
This
letter is in response to the attached complaint, Case No. [redacted], which the RevDex.com® (“Revdex.com”) received from [redacted]
[redacted], on September 23, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources.
[redacted]
[redacted] complaint states that RushCard closed her account and will not issue
out her Tax Refund.
On
February 13, 2015, a Tax Refund in the amount of $4,203.84 posted to [redacted]
[redacted] RushCard account. On February 18, 2015, [redacted] contacted RushCard
customer service and advised that she did not apply for a RushCard. The account
was immediately blocked due to possible fraud. On September 24, 2015, the remaining funds were
reversed from the account and issued to the IRS for an 8 to 10 week
investigation. At that time [redacted] will need to contact the IRS at
###-###-#### in order to request the funds. Unfortunately, no further
information can be provided to [redacted]. [redacted] RushCard account is permanently closed in
accordance with RushCard Risk procedure.
We appreciate [redacted] feedback
and continuously review our process to provide a convenient and secure
financial option for our card holders.
Tyree T.
Corporate Customer Service
December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] ...
Complaint number: [redacted] Complaint date: December 22, 2015 To Whom It May Concern: This letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she attempted to process a $180.00 card to card transfer to a third party. [redacted] also stated that the card to card transfer failed and the funds never went back to the third party’s RushCard account. On October 14, 2015, [redacted] attempted to process a card to card transfer to a third party. The card to card transferred failed and no funds were never deducted from [redacted] account. On December 21, 2015, a RushCard Customer Service Representative verified that the transfer amount of $180.00 did not deduct from [redacted] account since the transfer failed. A $25.00 courtesy credit was issued to [redacted] account for the inconvenience of the conversion. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
March 3, 2017 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: [redacted]...
Complaint date: March 2, 2017 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that she recently contacted [redacted] about a transaction for $38.97 that was pending on her RushCard account, and they stated that the pre authorization hold was released and funds returned. [redacted] also states she has not been able to get in contact with anyone at RushCard to assist her with this issue. [redacted] is requesting her funds be credited back to her RushCard account. Our records indicate that the charge from [redacted] for $38.97 posted to [redacted] account on 3/2/17. On March 3, 2017 a RushCard corporate service specialist attempted to contact [redacted] to advise her of this and to let her know that she could file a dispute. A detailed message was left for a callback. We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused. Our goal is to provide financial convenience supported by reliable customer service. Regards, RushCard Corporate Customer Service
Revdex.com:
I am very upset that my complaint is not being taken under serious consideration. The co.pany keeps replying. With the same text as if they are not even taking it under consideration. The money that was transferred incorrectly was to a card that there company registered do to another error on their behalf earlier in the year. It doesn't seem like they are interested in resolving this matter and I would like to take further action
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.I've previously contated you about this same promotion offer they told me I needed to load $100 I did then they changed it to thr first direct deposit. I have proof from the ladt complaint
Regards,
[redacted]