November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 4, 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. We are proactively reaching out to our customers who were
impacted by the outage and confirming that their cards are working properly. In
addition, as a Thank You to our cardholders for sticking with us, we have
announced a Fee Holiday beginning November 1, 2015 and continuing through
February 29, 2016. For more details,
please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
June 11, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the 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 has not received her replacement card. [redacted] also states she does not have access to the funds in her account. [redacted] would like the card information of the replacement card that was sent, along with the tracking number. Our records indicate that on June 9, 2017 [redacted] contacted RushCard regarding her card replacement. [redacted] was advised that a replacement card was processed on June 7, 2017 and that per RushCard policy we were not able to provide the card information. [redacted] replacement card was delivered on June 9, 2017 at 2:59 pm. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
December 12, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] 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 has not received the second $25.00 credit that she was promised for the UNCLERUSH promotion. [redacted] also states that all the terms and conditions were met for the promotion. On December 12, 2016, a RushCard corporate specialist, contacted [redacted] and explained the qualifier for the second $25 credit was a direct deposit of $100 or more. [redacted] said she now understands the qualifications for the second part of the promotion. RushCard considers this matter resolved. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Corporate Customer Service
December 8, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 30,
2015, [redacted] filed an error allegation dispute for a $5.00 charge that
was made on her account. RushCard has not received the signed error allegation
dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. Once the claim is final, [redacted] will receive a letter in
the mail regarding the outcome of her dispute. 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.
As stated before most of those are inaccurate I request you review the call on 9/12/17 which states my replacement card was returned but the old card was not cancelled as it should've been which would have stopped those transactions 2. Alot of the transactions were made in Oregon and Washington which I reside in Colorado 3. Police have a suspect in regards to the stolen card
Regards,
[redacted]
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
[redacted] states in his complaint that he has not received provisional credit for
fraudulent transactions on his RushCard account. He further states that his dispute claim was
denied because of incomplete paperwork. [redacted] is requesting his funds be put back on his account.
RushCard
records indicate that [redacted] filed a dispute on March 04, 2016, which was
denied due to no error was found. In
addition, no provisional credit was provided because RushCard did not receive
the proper documentation within the specified timeframe. On
March 19, 2016 a RushCard corporate specialist advised [redacted] of the
dispute rebuttal process. [redacted] insisted that he had filed a rebuttal
dispute. There is no indication of a
rebuttal dispute on [redacted] account. [redacted] stated that he would be
taking additional action to get his funds back.
We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken
the necessary steps to help dispute the transactions in question.
RushCard Corporate
Customer Service
May 31, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: May 25, 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 RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account. [redacted] states that after providing the requested information, the funds have still not been released. [redacted] is requesting the funds be released to the cardholder’s account. On May 31, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 20,
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
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
December 14, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID:...
[redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she filed a dispute on October 30, 2017 and the replacement card was sent to an old address. [redacted] also states she was told to send in documents to have her address changed. [redacted] would like her replacement card and to have access to her funds. Our records indicate that on October 30, 2017 [redacted] filed a dispute for an unauthorized transaction. A replacement card was processed for [redacted] on October 30, 2017 to the address on file. On November 9, 2017 [redacted] contacted RushCard customer service to inquire on the replacement card that was processed. [redacted] was then advised that the replacement card was sent to the address on file. [redacted] advised RushCard that the address on file was incorrect. The agent advised her that documents were needed before the address could be updated. Due to the security of the account, [redacted] was asked to send in a copy of her Identification card, social security card and proof of address. On December 8, 2017 all documentation has been received and a replacement card has been issued. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
May 27, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] ...
Complaint date: May 19, 2016 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 May 19, 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 contends that she loaded funds to her RushCard and an unauthorized transactions amount was taken from her balance. [redacted] also stated she would like to be refunded for the transaction. Based on our investigation, we have concluded an error occurred. As a result, credit in the amount of $ 809.00 was posted to your account on May 27, 2016 and any applicable fee(s) have been reversed. This is considered permanent and we have closed this dispute case. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. [redacted] has been issued a letter as it relates to the our final determination. RushCard Corporate Customer Service
February 7, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 ...
Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 5, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard has her money locked on her account. [redacted] states she has done what RushCard has asked and she does not have access to her funds. [redacted] would like access to her funds. Our records indicate that on January 3, 2018 [redacted] RushCard ending in [redacted] was blocked due to failed verification. [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of February 6, 2018, RushCard has received all the required documentation from [redacted]. [redacted] has full access to the funds in her account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
July 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: July 26, 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] states in her complaint that RushCard processes her direct deposits and she is unable to access her funds. [redacted] also states she requested a replacement card but it was sent to her old address. RushCard processes electronic deposits as close to real-time as possible, providing access to funds up to two days before the effective date of deposit. On July 27, 2016 our corporate team contacted [redacted] to send out her a replacement card to her new address, the replacement card was processed via UPS and the expedited fee was waived. We have advised [redacted] to contact us at the corporate office on July 28, 2016 to obtain the tracking number to track her card real time. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: November 4, 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. 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
I was able to receive my card it arrived yesterday
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ...
[redacted]
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
June 11, 2017 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th Ste. 600 Cincinnati Ohio 45202 Re: Complaint ID: [redacted]...
Consumer: [redacted] To Whom It May Concern: This letter is in response to the 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 has not received her replacement card. [redacted] also states she does not have access to the funds in her account. [redacted] would like the card information of the replacement card that was sent, along with the tracking number. Our records indicate that on June 9, 2017 [redacted] contacted RushCard regarding her card replacement. [redacted] was advised that a replacement card was processed on June 7, 2017 and that per RushCard policy we were not able to provide the card information. [redacted] replacement card was delivered on June 9, 2017 at 2:59 pm. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
December 12, 2016 VIA ONLINE SUBMISSION: Revdex.com® 1 E. 4th STE 600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] 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 has not received the second $25.00 credit that she was promised for the UNCLERUSH promotion. [redacted] also states that all the terms and conditions were met for the promotion. On December 12, 2016, a RushCard corporate specialist, contacted [redacted] and explained the qualifier for the second $25 credit was a direct deposit of $100 or more. [redacted] said she now understands the qualifications for the second part of the promotion. RushCard considers this matter resolved. We appreciate [redacted] feedback. Our goal is to create promotions that are easy to complete and deliver financial convenience supported by reliable customer service. Corporate Customer Service
December 8, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. On November 30,
2015, [redacted] filed an error allegation dispute for a $5.00 charge that
was made on her account. RushCard has not received the signed error allegation
dispute form back from [redacted]. As per the RushCard Cardholder
Agreement, the dispute process may take up to 45 to 90 days to investigate a
claim. Once the claim is final, [redacted] will receive a letter in
the mail regarding the outcome of her dispute. 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.
As stated before most of those are inaccurate I request you review the call on 9/12/17 which states my replacement card was returned but the old card was not cancelled as it should've been which would have stopped those transactions 2. Alot of the transactions were made in Oregon and Washington which I reside in Colorado 3. Police have a suspect in regards to the stolen card
Regards,
[redacted]
March 21, 2016
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati...
Ohio
45202
Re: Consumer: [redacted]
Complaint number: [redacted]
Complaint date: March 17, 2016
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information.
[redacted] states in his complaint that he has not received provisional credit for
fraudulent transactions on his RushCard account. He further states that his dispute claim was
denied because of incomplete paperwork. [redacted] is requesting his funds be put back on his account.
RushCard
records indicate that [redacted] filed a dispute on March 04, 2016, which was
denied due to no error was found. In
addition, no provisional credit was provided because RushCard did not receive
the proper documentation within the specified timeframe. On
March 19, 2016 a RushCard corporate specialist advised [redacted] of the
dispute rebuttal process. [redacted] insisted that he had filed a rebuttal
dispute. There is no indication of a
rebuttal dispute on [redacted] account. [redacted] stated that he would be
taking additional action to get his funds back.
We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken
the necessary steps to help dispute the transactions in question.
RushCard Corporate
Customer Service
May 31, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: May 25, 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 RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account. [redacted] states that after providing the requested information, the funds have still not been released. [redacted] is requesting the funds be released to the cardholder’s account. On May 31, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
October 20,
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
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
December 14, 2017 VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID:...
[redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint states that she filed a dispute on October 30, 2017 and the replacement card was sent to an old address. [redacted] also states she was told to send in documents to have her address changed. [redacted] would like her replacement card and to have access to her funds. Our records indicate that on October 30, 2017 [redacted] filed a dispute for an unauthorized transaction. A replacement card was processed for [redacted] on October 30, 2017 to the address on file. On November 9, 2017 [redacted] contacted RushCard customer service to inquire on the replacement card that was processed. [redacted] was then advised that the replacement card was sent to the address on file. [redacted] advised RushCard that the address on file was incorrect. The agent advised her that documents were needed before the address could be updated. Due to the security of the account, [redacted] was asked to send in a copy of her Identification card, social security card and proof of address. On December 8, 2017 all documentation has been received and a replacement card has been issued. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
May 27, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Consumer: [redacted] Complaint number: [redacted] ...
Complaint date: May 19, 2016 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 May 19, 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 contends that she loaded funds to her RushCard and an unauthorized transactions amount was taken from her balance. [redacted] also stated she would like to be refunded for the transaction. Based on our investigation, we have concluded an error occurred. As a result, credit in the amount of $ 809.00 was posted to your account on May 27, 2016 and any applicable fee(s) have been reversed. This is considered permanent and we have closed this dispute case. We appreciate [redacted] feedback. We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question. [redacted] has been issued a letter as it relates to the our final determination. RushCard Corporate Customer Service
February 7, 2018 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 ...
Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 5, 2018 To Whom It May Concern: This letter is in response to the consumer complaint number referenced above. UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard has her money locked on her account. [redacted] states she has done what RushCard has asked and she does not have access to her funds. [redacted] would like access to her funds. Our records indicate that on January 3, 2018 [redacted] RushCard ending in [redacted] was blocked due to failed verification. [redacted] failed RushCard’s verification process. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. As of February 6, 2018, RushCard has received all the required documentation from [redacted]. [redacted] has full access to the funds in her account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard, Corporate Customer Service
July 27, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint number: Revdex.com...
[redacted] Complaint date: July 26, 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] states in her complaint that RushCard processes her direct deposits and she is unable to access her funds. [redacted] also states she requested a replacement card but it was sent to her old address. RushCard processes electronic deposits as close to real-time as possible, providing access to funds up to two days before the effective date of deposit. On July 27, 2016 our corporate team contacted [redacted] to send out her a replacement card to her new address, the replacement card was processed via UPS and the expedited fee was waived. We have advised [redacted] to contact us at the corporate office on July 28, 2016 to obtain the tracking number to track her card real time. We appreciate [redacted] feedback. Our customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service