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 Darlene Cunningham’s complaint contends that Rush Card is holding her funds and not presenting access to her funds without any communication while being asked to process proper identification for a new card On February *ST [redacted] called in the first time regarding the issue to activate her new card and the main issue appeared to be the new card was an older card that was resent out at the same time a new card that was being sent out We offered the opportunity to send a new card and the customer only wanted an Express Cash Request through [redacted] *** We can only for the State of [redacted] do an amount of through [redacted] *** We have made calls out on 2/and 2/in order to advise the customer about the amounts and not been able to get through the phone The voice mail keeps letting us know the voice mail is not able to take messages at this time We have placed through the Express cash for the customer for and have went in and waived and reversed the Express Cash Fee of for any inconvenience while [redacted] awaits her new card We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
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 In her compliant, [redacted] states her fiancé sent her $into her inactive RushCard accountShe said the funds were debited out of her account [redacted] is requesting for the funds to be put back into her account or send it back to her fiancé Around the same time the funds were transferred into [redacted] accountRushCard was notified that the funds transferred were unauthorized Due to privacy regulation, we cannot disclose the sender’s informationRegards,
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 18, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] 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 he is missing $and $from a transfer of $The complaint also states RushCard Customer Service has not been able to resolve the issuePer our previous response, [redacted] RushCard account ending [redacted] had a negative balance when he initiated card to card transfers between his two accounts The card to card transfers are as follows:Additionally, a $loyalty credit was issued to each card on 12/01/We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, Corporate Customer Service
The business has resolved my complaint.Thank you Revdex.com ! 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]
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 In [redacted] complaint, she states filed an unauthorized disputes for transactions posted to her RushCard, she was told provisional credit would be issued, however, she never received the funds She is requesting a refundOur records indicate on May 30, 2017, [redacted] disputed three ATM transactions posted May 30, 2017, totaling $She claimed her card was in her possession and her PIN(personal identification number ) was memorizedOn June 19, 2017, Based on the above information and a review of transaction-level information, [redacted] dispute was denied because the transactions appeared to be authorized 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 Regards, [redacted] The issue can not be the same issue as being that these are two different years and transactions in question.The issue at hand needs to be resolved immediately
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 reviewing the response it's unfortunate that this does not resolve my issueAs of today I have yet to receive my funds despite my many calls regarding the card to card matterI was sent funds from another customers card prior to the updates and after calling I was instructed to dispute it which could take up to daysAt that point my card will be inaccessibleSo in closing I reject their responseThis matter was processed on October at 11:pm Regards, [redacted]
November 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
February 14, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 10, 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 contends that he was informed by RushCard that a check would be sent to him for the remaining funds on 1/19/ [redacted] also states that the check was sent to his old address and he was advised that a stop payment would be placed on the check and a new one would be reissued On February 14, a RushCard corporate specialist contacted [redacted] to advise him that his check is showing cashed A copy of the check was sent to [redacted] email address on fileRushcard considers this issue resolved We appreciate [redacted] feedback RushCard, Corporate Customer Service Hello [redacted] , Attached is a copy of the cashed checkPlease let us know if you have any more questions or concerns
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 P.s I have attached documents that show the rules I was given when I received the offer and it did not state there was a min requirement for the person referred I also called Rushcard directly and spoke with a manager Matt who advised that rule was just updated after update so how should that apply to me ? I don't feel that is fair or right business practices Also that is Rushcard has never recompnse regarding this disastous updateMy car insurance was cancelled because of the miss because the following week Rushcard took funding from my next check stating I owed themI will provide any proof you need ask them what date they recompense me regarding this issue and I will provide my transaction history for that dayThank you and if anything else is needed let me know Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] May 4, We received [redacted] complaint regarding access to her funds and her blocked cardRushCard logs all customer contact and activity associated with financial cards RushCard’s standard operating procedures require that we monitor our customer accounts for compliance, suspicious activity, account take over, fraudulent activity and to protect the integrity of RushCard as a business and our customer accounts In the event verification cannot be completed we block the card per policy and procedure and we then ask our member’s to send in additional documents that can validate the identity and address of the memberWe asked [redacted] to supply us with a copy of her social security card, DL’s/ state ID and proof of address dated within the last daysOn 5/5/we have received invalid documents from [redacted] Ms [redacted] will need to provide a clearer copy of her DL’s or State I.D and social security cardAlso, we have not received proof of address dated within the last daysRushCard needs to validate the identity of the member before sending the remaining funds via bill paymentOnce we receive the proper documentation a bill payment will be issued to the address on the account We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
December 5, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste600Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced aboveUniRush, 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 tried to use her card on November 29, and that her card was declined as expired [redacted] also states she was advised that there was nothing else that could be done, the card would need to be replaced [redacted] also stated that she was advised to update her address via her online account [redacted] would like access to her funds Our records indicate that on November 29, [redacted] contacted RushCard customer service to advise her card was expired and that she needed the funds on the account [redacted] then requested a replacement card to be sent to her new address [redacted] was advised to change her address online Due to the card status being returned, documentation was requested from [redacted] to update the address on file As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] to assist with her request for an address change and a replacement card [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysTo date, the only documentation that was submitted was [redacted] Identification card The additional documentation is still needed on the account On December 5, a RushCard corporate specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
November 8, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 her RushCard was blocked and that no one could assist with unblocking her card [redacted] also states she requested for an expedited card replacement and was charged a $fee [redacted] would like the expedited card fee to be waived Our records indicate that on November 6, 2017, our Risk team determined that [redacted] card was confirmed compromisedTo protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matterOn November 6, [redacted] contacted our customer service department and requested a replacement card be expedited On November 8, a corporate resolution specialist contacted [redacted] to advise of the following information and to indicate that the expedited card fee of $had been waived We appreciate [redacted] feedback and sincerely apologize for the inconvenienceOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
June 27, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 26, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced aboveUniRush, 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 was charged for the card replacement fee, and would like a refund [redacted] also states he has not receive his SSI direct deposit for July Our records indicate that [redacted] contacted RushCard and requested a replacement card on 5/4/A replacement card was also requested on January 29, 2017, this replacement card was completed with no fee assessed, any additional replacement cards there would be a fee of $ Please note the RushCard Cardholder Agreement lists all fees and includes a detailed description of the feesIn addition, the direct deposit for [redacted] in the amount of $was posted to the RushCard account on June 26, We appreciate [redacted] *eedback and sincerely apologize for the inconvenience this has caused our customer Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint There's has not been one member from the Rush card's corporate office team or call center reach out to meOn Saturday October 17, I went online to check the account balance and se if the funds were availableAt the time I logged in the funds were not availableI attempted to use the card on Sunday, October 18, for a transaction and it declinedOn October 19, 2015, I was unable to log in and check the account balance onlineEvery time I try to log in, an error message pops upThe error message says error on the user nameI thought maybe I entered the wrong password in so I clicked the forgot password tabWhen it prompted for me to enter the three digit code on the back of my card, the computer did recognize my cardWhich lead me to believe that there was some other issues with Rush cardI do not know if this was related with Rush card allegedly performing updates to their websiteSince this alleged update, I and apparently many any more Rush card customers have experience similar problemsRush card is not protecting the personal information of it's customers, not protecting their customer's funds and making sure that its available as outlined in their card agreement, and not providing proper maintenance and support as paid in each customer's fee to Rush cardRush card has so many complaints against them it's unbelievableIf you [redacted] the name of the company, a series of complaints come up from a numerous of site [redacted] , [redacted] , [redacted] , [redacted] news, and [redacted] news to name just a fewOn all the sites, people are complaining that can not access their from their Rush card accountsRush card is holding customer's money and causing thousands of people financial grief Rush card shouldn't charge their customers fees, because they're not properly securing their customer's information or protecting themIn April 2015, Rush card and it's representatives blamed me for my account becoming depleted of fundsActually Rush card was hacked and my account was depleted of all my fundsThe only way Rush card even knew was when I used my ATM in one city, a fraudulent transaction occur in another city, and another fraudulent occur another stateRush card sent out a text alert stating that they locked my accountI called to get more information about what has occurred and was on the phone for hoursWhile on the phone with Rush card, another fraudulent transaction occurred in another State while the account was suppose to be lockedNearly every Rush card representative and Rush card supervisor I spoke with was rude and disrespectful toAs a result of this breach, I unable to pay my billsI had $in total late fees from my bills and Rush card was so cold and insensitive about the matterThe manager I spoke said no we can't help youWhat made worse was I just got paidI could even buy diapers for my baby or put food on the table for my family.In Rush card was also not helpful during the Target breachThey cancelled my card and did not even tell meI found out when I was out having dinner at Denny'sI went to use my rush card to pay for our meal and it declinedI asked them to try again, because it was money on the cardThe transaction declined againI logged into my Rush card account and checked the balance, just be safeMy money was thereI couldn't understand why it was decliningThe restaurant manager assumed it was going to be a problem collecting payment for the meal and services, decide to call the police n meI was so embarrassed about what happenedLucky I had some money in my car to pay for the foodAfter leaving the restaurant, I called Rush card to find out what took placeThe Rush card representative was unprofessional, insensitive and did not care what just happenedI asked for a supervisor, because I can't get over the experience I am havingThe supervisor informs me that Rush card sent me out a replacement card due to the Target BreachI asked the supervisor to let me know where did Rush card send the card to? The supervisor wants to now verify my informationHow interesting that you want to now verify my informationAfter verifying my information, the supervisor informs me that they mailed the replacement card to an incorrect addressWhat made the situation even worse was that the address was not the address listed with Rush cardSome random person had a card with my name on itThe supervisor then informs me that its that big of a deal and I probably deserve to have the police called on meI could not believe that this person just said to me.Rush card treats people poorly, because Rush card's directs their market toward people who have no other options in bankingRush card has some many complaints against themRush card stated they're having problems, but Rush card is not getting their customer's access to their accountsRush card needs to be ashamed of themselves for night fighting to protect their customers and their customer's moneyRush card corporate has yet to reach out to me Regards, [redacted] ***
October 20, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on October 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’s complaint contends that RushCard blocked her account due to failed verification [redacted] also stated that she was advised to submit a driver’s license, a social security card and valid proof of address On September 10, 2015, [redacted] contacted RushCard customer service to order a replacement card and failed verification As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] , and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days [redacted] began submitting the requested documents to verify her identity on October 9, The documents submitted by [redacted] were deemed invalid due to being illegibleOn October 19, a Risk Manager reviewed the documents submitted by [redacted] , and all requested documents were accepted as valid On October 20, 2015, a replacement card was processed to the address on the account via regular mail which [redacted] will receive within 7-business days We look forward to serving [redacted] financial needs in the futureOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Tyree T Corporate Customer Service
December 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 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 her direct deposit was scheduled to post to her account for December 11, and has not yet to receive her funds [redacted] also stated that her employer sent the funds on December 9, Rushcard can confirm the following information regarding [redacted] RushCard accountOn November 22, 2015, [redacted] direct deposit was received and posted to her account ending in 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
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 Darlene Cunningham’s complaint contends that Rush Card is holding her funds and not presenting access to her funds without any communication while being asked to process proper identification for a new card On February *ST [redacted] called in the first time regarding the issue to activate her new card and the main issue appeared to be the new card was an older card that was resent out at the same time a new card that was being sent out We offered the opportunity to send a new card and the customer only wanted an Express Cash Request through [redacted] *** We can only for the State of [redacted] do an amount of through [redacted] *** We have made calls out on 2/and 2/in order to advise the customer about the amounts and not been able to get through the phone The voice mail keeps letting us know the voice mail is not able to take messages at this time We have placed through the Express cash for the customer for and have went in and waived and reversed the Express Cash Fee of for any inconvenience while [redacted] awaits her new card We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
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 In her compliant, [redacted] states her fiancé sent her $into her inactive RushCard accountShe said the funds were debited out of her account [redacted] is requesting for the funds to be put back into her account or send it back to her fiancé Around the same time the funds were transferred into [redacted] accountRushCard was notified that the funds transferred were unauthorized Due to privacy regulation, we cannot disclose the sender’s informationRegards,
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
December 18, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] 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 he is missing $and $from a transfer of $The complaint also states RushCard Customer Service has not been able to resolve the issuePer our previous response, [redacted] RushCard account ending [redacted] had a negative balance when he initiated card to card transfers between his two accounts The card to card transfers are as follows:Additionally, a $loyalty credit was issued to each card on 12/01/We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Regards, Corporate Customer Service
The business has resolved my complaint.Thank you Revdex.com ! 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]
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 In [redacted] complaint, she states filed an unauthorized disputes for transactions posted to her RushCard, she was told provisional credit would be issued, however, she never received the funds She is requesting a refundOur records indicate on May 30, 2017, [redacted] disputed three ATM transactions posted May 30, 2017, totaling $She claimed her card was in her possession and her PIN(personal identification number ) was memorizedOn June 19, 2017, Based on the above information and a review of transaction-level information, [redacted] dispute was denied because the transactions appeared to be authorized 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 Regards, [redacted] The issue can not be the same issue as being that these are two different years and transactions in question.The issue at hand needs to be resolved immediately
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 reviewing the response it's unfortunate that this does not resolve my issueAs of today I have yet to receive my funds despite my many calls regarding the card to card matterI was sent funds from another customers card prior to the updates and after calling I was instructed to dispute it which could take up to daysAt that point my card will be inaccessibleSo in closing I reject their responseThis matter was processed on October at 11:pm Regards, [redacted]
November 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: November 2, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account informationWe are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
February 14, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 10, 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 contends that he was informed by RushCard that a check would be sent to him for the remaining funds on 1/19/ [redacted] also states that the check was sent to his old address and he was advised that a stop payment would be placed on the check and a new one would be reissued On February 14, a RushCard corporate specialist contacted [redacted] to advise him that his check is showing cashed A copy of the check was sent to [redacted] email address on fileRushcard considers this issue resolved We appreciate [redacted] feedback RushCard, Corporate Customer Service Hello [redacted] , Attached is a copy of the cashed checkPlease let us know if you have any more questions or concerns
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 P.s I have attached documents that show the rules I was given when I received the offer and it did not state there was a min requirement for the person referred I also called Rushcard directly and spoke with a manager Matt who advised that rule was just updated after update so how should that apply to me ? I don't feel that is fair or right business practices Also that is Rushcard has never recompnse regarding this disastous updateMy car insurance was cancelled because of the miss because the following week Rushcard took funding from my next check stating I owed themI will provide any proof you need ask them what date they recompense me regarding this issue and I will provide my transaction history for that dayThank you and if anything else is needed let me know Regards, [redacted]
Revdex.com W Seventh St Suite Cincinnati Ohio Re: [redacted] May 4, We received [redacted] complaint regarding access to her funds and her blocked cardRushCard logs all customer contact and activity associated with financial cards RushCard’s standard operating procedures require that we monitor our customer accounts for compliance, suspicious activity, account take over, fraudulent activity and to protect the integrity of RushCard as a business and our customer accounts In the event verification cannot be completed we block the card per policy and procedure and we then ask our member’s to send in additional documents that can validate the identity and address of the memberWe asked [redacted] to supply us with a copy of her social security card, DL’s/ state ID and proof of address dated within the last daysOn 5/5/we have received invalid documents from [redacted] Ms [redacted] will need to provide a clearer copy of her DL’s or State I.D and social security cardAlso, we have not received proof of address dated within the last daysRushCard needs to validate the identity of the member before sending the remaining funds via bill paymentOnce we receive the proper documentation a bill payment will be issued to the address on the account We appreciate [redacted] feedbackThese types of issues go directly against our mission of access and inclusion for everyone and we look to be clearer and avoid similar problems for all of our customers Regards, [redacted] Customer Service Specialist
December 5, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste600Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced aboveUniRush, 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 tried to use her card on November 29, and that her card was declined as expired [redacted] also states she was advised that there was nothing else that could be done, the card would need to be replaced [redacted] also stated that she was advised to update her address via her online account [redacted] would like access to her funds Our records indicate that on November 29, [redacted] contacted RushCard customer service to advise her card was expired and that she needed the funds on the account [redacted] then requested a replacement card to be sent to her new address [redacted] was advised to change her address online Due to the card status being returned, documentation was requested from [redacted] to update the address on file As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] to assist with her request for an address change and a replacement card [redacted] was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysTo date, the only documentation that was submitted was [redacted] Identification card The additional documentation is still needed on the account On December 5, a RushCard corporate specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
November 8, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, 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 her RushCard was blocked and that no one could assist with unblocking her card [redacted] also states she requested for an expedited card replacement and was charged a $fee [redacted] would like the expedited card fee to be waived Our records indicate that on November 6, 2017, our Risk team determined that [redacted] card was confirmed compromisedTo protect her funds and prevent any unauthorized activity, a Risk analyst blocked the RushCard account ending in A SMS messaging was sent regarding the card status and [redacted] was asked to call in to resolve the matterOn November 6, [redacted] contacted our customer service department and requested a replacement card be expedited On November 8, a corporate resolution specialist contacted [redacted] to advise of the following information and to indicate that the expedited card fee of $had been waived We appreciate [redacted] feedback and sincerely apologize for the inconvenienceOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
October 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [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, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
June 27, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: June 26, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced aboveUniRush, 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 was charged for the card replacement fee, and would like a refund [redacted] also states he has not receive his SSI direct deposit for July Our records indicate that [redacted] contacted RushCard and requested a replacement card on 5/4/A replacement card was also requested on January 29, 2017, this replacement card was completed with no fee assessed, any additional replacement cards there would be a fee of $ Please note the RushCard Cardholder Agreement lists all fees and includes a detailed description of the feesIn addition, the direct deposit for [redacted] in the amount of $was posted to the RushCard account on June 26, We appreciate [redacted] *eedback and sincerely apologize for the inconvenience this has caused our customer Corporate Customer Service
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** [redacted] Complaint number: [redacted] Complaint date: October 13, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint There's has not been one member from the Rush card's corporate office team or call center reach out to meOn Saturday October 17, I went online to check the account balance and se if the funds were availableAt the time I logged in the funds were not availableI attempted to use the card on Sunday, October 18, for a transaction and it declinedOn October 19, 2015, I was unable to log in and check the account balance onlineEvery time I try to log in, an error message pops upThe error message says error on the user nameI thought maybe I entered the wrong password in so I clicked the forgot password tabWhen it prompted for me to enter the three digit code on the back of my card, the computer did recognize my cardWhich lead me to believe that there was some other issues with Rush cardI do not know if this was related with Rush card allegedly performing updates to their websiteSince this alleged update, I and apparently many any more Rush card customers have experience similar problemsRush card is not protecting the personal information of it's customers, not protecting their customer's funds and making sure that its available as outlined in their card agreement, and not providing proper maintenance and support as paid in each customer's fee to Rush cardRush card has so many complaints against them it's unbelievableIf you [redacted] the name of the company, a series of complaints come up from a numerous of site [redacted] , [redacted] , [redacted] , [redacted] news, and [redacted] news to name just a fewOn all the sites, people are complaining that can not access their from their Rush card accountsRush card is holding customer's money and causing thousands of people financial grief Rush card shouldn't charge their customers fees, because they're not properly securing their customer's information or protecting themIn April 2015, Rush card and it's representatives blamed me for my account becoming depleted of fundsActually Rush card was hacked and my account was depleted of all my fundsThe only way Rush card even knew was when I used my ATM in one city, a fraudulent transaction occur in another city, and another fraudulent occur another stateRush card sent out a text alert stating that they locked my accountI called to get more information about what has occurred and was on the phone for hoursWhile on the phone with Rush card, another fraudulent transaction occurred in another State while the account was suppose to be lockedNearly every Rush card representative and Rush card supervisor I spoke with was rude and disrespectful toAs a result of this breach, I unable to pay my billsI had $in total late fees from my bills and Rush card was so cold and insensitive about the matterThe manager I spoke said no we can't help youWhat made worse was I just got paidI could even buy diapers for my baby or put food on the table for my family.In Rush card was also not helpful during the Target breachThey cancelled my card and did not even tell meI found out when I was out having dinner at Denny'sI went to use my rush card to pay for our meal and it declinedI asked them to try again, because it was money on the cardThe transaction declined againI logged into my Rush card account and checked the balance, just be safeMy money was thereI couldn't understand why it was decliningThe restaurant manager assumed it was going to be a problem collecting payment for the meal and services, decide to call the police n meI was so embarrassed about what happenedLucky I had some money in my car to pay for the foodAfter leaving the restaurant, I called Rush card to find out what took placeThe Rush card representative was unprofessional, insensitive and did not care what just happenedI asked for a supervisor, because I can't get over the experience I am havingThe supervisor informs me that Rush card sent me out a replacement card due to the Target BreachI asked the supervisor to let me know where did Rush card send the card to? The supervisor wants to now verify my informationHow interesting that you want to now verify my informationAfter verifying my information, the supervisor informs me that they mailed the replacement card to an incorrect addressWhat made the situation even worse was that the address was not the address listed with Rush cardSome random person had a card with my name on itThe supervisor then informs me that its that big of a deal and I probably deserve to have the police called on meI could not believe that this person just said to me.Rush card treats people poorly, because Rush card's directs their market toward people who have no other options in bankingRush card has some many complaints against themRush card stated they're having problems, but Rush card is not getting their customer's access to their accountsRush card needs to be ashamed of themselves for night fighting to protect their customers and their customer's moneyRush card corporate has yet to reach out to me Regards, [redacted] ***
October 20, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on October 13, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] ’s complaint contends that RushCard blocked her account due to failed verification [redacted] also stated that she was advised to submit a driver’s license, a social security card and valid proof of address On September 10, 2015, [redacted] contacted RushCard customer service to order a replacement card and failed verification As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] , and she was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days [redacted] began submitting the requested documents to verify her identity on October 9, The documents submitted by [redacted] were deemed invalid due to being illegibleOn October 19, a Risk Manager reviewed the documents submitted by [redacted] , and all requested documents were accepted as valid On October 20, 2015, a replacement card was processed to the address on the account via regular mail which [redacted] will receive within 7-business days We look forward to serving [redacted] financial needs in the futureOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Tyree T Corporate Customer Service
December 23, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, 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 her direct deposit was scheduled to post to her account for December 11, and has not yet to receive her funds [redacted] also stated that her employer sent the funds on December 9, Rushcard can confirm the following information regarding [redacted] RushCard accountOn November 22, 2015, [redacted] direct deposit was received and posted to her account ending in 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