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] had a card that the company refuses to release her fundsWe previously had done all they requested and even sent the imfo they required to [redacted] of the Revdex.com, and was informed that she would additionally forward itThought at this point it was going to be resolved, to this point she has not received her fundsWe feel these people will not relent and will if necessary go to an associate of theirs in our area in person to claim our fundsThey should have no Questions or excuses to withhold what is rightfully hersWe reside in San Bruno California, the card is claiming to be associated with [redacted] bank, we went to them a year ago in our town to prove we are who we sayWas told that they were not directly? We have made every effort to resolve thisThey should have no disagreement with having an entity of their choice in our vicinity verifying her identityThank You.Desired Outcome: Funds returned as was explained in our summary to [redacted] of Revdex.comThank YouWe are willing to go to any entity they need in our area to put an end to this long drawn out nightmare
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 Now my card ending in [redacted] is blockedThis is the card on which I receive government benefitsI just used this card at [redacted] a few days ago, but this morning when I tried to use it at the gas station I was informed it was blockedPlease help! Regards, [redacted]
February 17, VIA ONLINE SUBMISSION: Revdex.com® 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 February 5, 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 her Tax Refund direct deposit posted to her account and she has not received her RushCard [redacted] also stated that she would like for her Tax Refund direct deposit to be reversed back to the ***On January 6, [redacted] applied for a RushCard and set up her Tax Refund to post to the accountOn January 24, 2016, [redacted] contacted RushCard customer service to advise that she has not received her card and failed verificationAs 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 daysOn February 2, 2016, RushCard received and posted a Tax Refund direct deposit to [redacted] accountOn February 9, 2016, A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise that the direct deposit has been reversed back to the [redacted] per requestThe [redacted] will receive the Tax Refund direct deposit within to business daysAttached to the complaint response is a screenshot of the direct deposit reversalWe appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goalRegards, RushCard Corporate Customer Service
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] Everything has been taking care of and I have exxcess to my account now, after it has been two weeks.Thank you [redacted] ***
On June 17th, [redacted] contacted UniRush to file a dispute for two unauthorized payments made to [redacted] ***, posted June 17th, [redacted] hung up the phone before the dispute agent was able to gather any additional informationUniRush blocked the compromised card and issued a replacement card and sent it to the address on file [redacted] called a few minutes later and spoke with a different agentAgent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account On June 27th, 2016, UniRush used its resources via [redacted] to file a chargebackOn July 10th, 2016, UniRush concluded no error occurredMerchant provided documents showing merchandise was delivered at [redacted] address, [redacted] ***Also, [redacted] made four payments to the merchant in the past We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
6/5/[redacted] complaint contends that she was not advised of the correct timeframe in which to submit her dispute form in writing to qualify for provisional credit RushCard records indicate that [redacted] filed a dispute on 3/11/for $On 3/17/ [redacted] contacted RushCard dispute department a second time to dispute additional transactions for $to be returned for this claim was 3/31/RushCard received [redacted] written dispute claim on 3/27/for the 1st claim in the amount of $Because this was received after the 10-business day timeframe, no provisional credit was applied to the accountThe form we received was dated by [redacted] 3/25/2017- also after the provisional credit deadlineAs of the date of this letter no written dispute form has been received for the $dispute claim On 3/14/RushCard submitted chargebacks through the [redacted] network for the disputed transactions [redacted] guidelines allow the merchant days to respond to the chargebackThe following merchants have responded to our chargeback inquiries and have stated that the transactions are valid and no credit will be applied:3/6/$ [redacted] ***, and 3/5/$ [redacted] The merchants have accepted the chargebacks for following transactions and credits will be applied to [redacted] account.3/10/$ [redacted] and 3/5/$ [redacted] The merchant directly applied a credit 3/22/for the following transaction: 3/11/$***We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution
October 28, 2015VIA ONLINE SUBMISSION:RevDex.com 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 The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholdersThese 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/.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 26, 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
October 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 she was not able to speak with a live representative [redacted] also states that she had questions regarding her account and needed to speak to a live agent RushCard records indicate that [redacted] was not following the IVR prompts correctly in order to speak with a live RushCard representative Our records show that on October 17, [redacted] contacted RushCard customer service and spoke to an agent regarding a refund she was expectingA RushCard corporate customer service representative attempted to call [redacted] on October 18, to see if she had any additional concernsThe number provide rang busy, said call was unsuccessfulAn attempt was made several times with no success If [redacted] has additional questions, she may contact RushCard customer service at [redacted] (###-###-####), which is staffed with customer service agent hours a day, days a week UniRush Customer Service
As I have said over and over; my account was hacked! Here is the second faxed copy of the dispute form sent on 12/18/ The one they said they did not get As you can see by the cover sheet, it was faxed in by [redacted] Office I have been fighting this case since November at AM when I made the phone call to RushcardI was hacked; Rushcard does not offer checks, or check service, and [redacted] clearly used my account to pay [redacted] as a check payment, and I want my money back! This is the last reply from meI will hire an attorney,
May 19, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 05, 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] contends that he is trying to make RushCard aware of potential identity theft, but he has not gotten any assistance [redacted] is requesting that his personal information stop being used on a RushCard account that is someone else’s name On May 19, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that the email address was deleted from the RushCard account and that he should not be receiving any more emails from RushCard We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
December 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 8, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, [redacted] has access to her funds and account informationOn October 26, 2015, [redacted] direct deposit was received and posted to her RushCard accountAttached to the complaint response is a screenshot of the direct deposit that posted to [redacted] accountThe $courtesy credit was provided to [redacted] account for the inconvenience of the conversion [redacted] received her direct deposit on the effective dateNo other credits will be provided to [redacted] accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 25, 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 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 On 4/23/ [redacted] card was blocked due to failed additional security verification 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 daysI’ve listed acceptable forms to be validated VALID PROOF OF ADDRESS Utility bill (gas, electric, water, etc.) Phone bill Paycheck stub Benefits letter (child support, food stamps/assistance) Insurance bill (car, house/renters) Once we receive the proper documents that has been requested, they will be reviewed and a bill payment check will be issued for the remaining funds and the account will be closed as requested by [redacted] 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
September 11, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the RevDex.com® (“Revdex.com”) received from [redacted] on September 9, 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 received and posted her payroll direct deposit of $to her expired RushCard account [redacted] also stated that she would like her funds to be applied to her new RushCard On August 31, 2015, [redacted] contacted RushCard customer service and requested a block to be placed on her card ending in *** On September 4, 2015, RushCard received her direct deposit and was automatically posted to [redacted] accountOn September 8, 2015, [redacted] requested to receive a replacement card via expedited delivery due to the card expiring [redacted] provided her account and routing number to the remitter to set up direct depositOn September 10, 2015, [redacted] received her RushCard and has access to her funds We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Tyree T Corporate Customer Service
August 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 21, 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 she was not able to transfer funds from her RushCard accounts [redacted] also states she is out of town and does not have access to her funds [redacted] would like access to her funds Our records indicate that [redacted] contacted RushCard customer service and stated she was not able to transfer funds from her RushCard accountsWe are aware that this functionality is currently not availableWe are working diligently to resolve this issueYou can access your money through ATM transactions and all purchases are still able to be completedOn August 23, 2017, a RushCard corporate resolution specialist attempted to contact [redacted] to advise her of this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer 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 Thank you for your response but I received an email from a customer service representative stating it should only take business daysI have also attached the documents I submitted to you that states the bank did not collect any money from youIts seem like Rush you are scamming because the banks has made their statementBut you keep coming back with some policy that clearly states about two different things than what you are sayingIt should not take that long with you having evidence from the bank that they do not have Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The amount of $was deducted from my accountOnce I transferred the money over from my "Rush Goals" goals account it was then added to my balanceI have the print of the transfer and the amount that was to be in my account once I transferred the $I would be more then happy to send it to whomever might need it for proof so that I am able to get my money backWhen I called and spoke to a representative, who looked into my account, he stated the money would be released back into my account the next day by 6:30amI then called once it was not in there and tried to speak with other representatives who could not help me or log into my account because of the "system upgrade," and now the transaction is no longer in my account activity online, but again I do have a print out of it So again I do not accept this response until something is done Regards, [redacted] ***
Hello ***a, Please close the above referenced complaint numberWe have not other information to provide [redacted] ***We have provided her all the information that we haveThe product she is referring to [redacted] ***, is a [redacted] productIf you have any questions, please let me knowThank you,Angela C.RushCardP: ###-###-#### Ext***F: ###-###-####
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 Every additional request that customer service had made via telephone was answered, such as: last of my card number, SSI #, a list of deposits into my Rush Card since January 1, I have tried explaining to the Rush Card Customer Service Supervisor, that as per [redacted] State D.O.LCustomer Service agent since I hold a Class A drivers license it is against [redacted] State Regulations and the safety act to supply a copy of my drivers license via fax or mailWhen I requested the agents and supervisors name and employee number so I can supply [redacted] State D.O.Lthe name of the supervisor that was DEMANDING to break [redacted] State Law by issuing a copy of my class A licenseMy complete deposits since January would be proof enough of my identityIf my wallet was stolen then the person would have license and other documentsAll I am asking for is for this company to CLOSE my account and issue a check for the funds either my work or other deposits were made Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] had a card that the company refuses to release her fundsWe previously had done all they requested and even sent the imfo they required to [redacted] of the Revdex.com, and was informed that she would additionally forward itThought at this point it was going to be resolved, to this point she has not received her fundsWe feel these people will not relent and will if necessary go to an associate of theirs in our area in person to claim our fundsThey should have no Questions or excuses to withhold what is rightfully hersWe reside in San Bruno California, the card is claiming to be associated with [redacted] bank, we went to them a year ago in our town to prove we are who we sayWas told that they were not directly? We have made every effort to resolve thisThey should have no disagreement with having an entity of their choice in our vicinity verifying her identityThank You.Desired Outcome: Funds returned as was explained in our summary to [redacted] of Revdex.comThank YouWe are willing to go to any entity they need in our area to put an end to this long drawn out nightmare
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 Now my card ending in [redacted] is blockedThis is the card on which I receive government benefitsI just used this card at [redacted] a few days ago, but this morning when I tried to use it at the gas station I was informed it was blockedPlease help! Regards, [redacted]
February 17, VIA ONLINE SUBMISSION: Revdex.com® 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 February 5, 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 her Tax Refund direct deposit posted to her account and she has not received her RushCard [redacted] also stated that she would like for her Tax Refund direct deposit to be reversed back to the ***On January 6, [redacted] applied for a RushCard and set up her Tax Refund to post to the accountOn January 24, 2016, [redacted] contacted RushCard customer service to advise that she has not received her card and failed verificationAs 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 daysOn February 2, 2016, RushCard received and posted a Tax Refund direct deposit to [redacted] accountOn February 9, 2016, A RushCard Corporate Customer Service Specialist attempted to contact [redacted] to advise that the direct deposit has been reversed back to the [redacted] per requestThe [redacted] will receive the Tax Refund direct deposit within to business daysAttached to the complaint response is a screenshot of the direct deposit reversalWe appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goalRegards, RushCard Corporate Customer Service
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] Everything has been taking care of and I have exxcess to my account now, after it has been two weeks.Thank you [redacted] ***
On June 17th, [redacted] contacted UniRush to file a dispute for two unauthorized payments made to [redacted] ***, posted June 17th, [redacted] hung up the phone before the dispute agent was able to gather any additional informationUniRush blocked the compromised card and issued a replacement card and sent it to the address on file [redacted] called a few minutes later and spoke with a different agentAgent advised her to signed the dispute form, and either sends it by mail, fax or uploaded it to her online account On June 27th, 2016, UniRush used its resources via [redacted] to file a chargebackOn July 10th, 2016, UniRush concluded no error occurredMerchant provided documents showing merchandise was delivered at [redacted] address, [redacted] ***Also, [redacted] made four payments to the merchant in the past We appreciate [redacted] feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter
6/5/[redacted] complaint contends that she was not advised of the correct timeframe in which to submit her dispute form in writing to qualify for provisional credit RushCard records indicate that [redacted] filed a dispute on 3/11/for $On 3/17/ [redacted] contacted RushCard dispute department a second time to dispute additional transactions for $to be returned for this claim was 3/31/RushCard received [redacted] written dispute claim on 3/27/for the 1st claim in the amount of $Because this was received after the 10-business day timeframe, no provisional credit was applied to the accountThe form we received was dated by [redacted] 3/25/2017- also after the provisional credit deadlineAs of the date of this letter no written dispute form has been received for the $dispute claim On 3/14/RushCard submitted chargebacks through the [redacted] network for the disputed transactions [redacted] guidelines allow the merchant days to respond to the chargebackThe following merchants have responded to our chargeback inquiries and have stated that the transactions are valid and no credit will be applied:3/6/$ [redacted] ***, and 3/5/$ [redacted] The merchants have accepted the chargebacks for following transactions and credits will be applied to [redacted] account.3/10/$ [redacted] and 3/5/$ [redacted] The merchant directly applied a credit 3/22/for the following transaction: 3/11/$***We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in questionWe will provide notification on the resolution
October 28, 2015VIA ONLINE SUBMISSION:RevDex.com 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 The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholdersThese 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/.We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 26, 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
October 18, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 17, 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 she was not able to speak with a live representative [redacted] also states that she had questions regarding her account and needed to speak to a live agent RushCard records indicate that [redacted] was not following the IVR prompts correctly in order to speak with a live RushCard representative Our records show that on October 17, [redacted] contacted RushCard customer service and spoke to an agent regarding a refund she was expectingA RushCard corporate customer service representative attempted to call [redacted] on October 18, to see if she had any additional concernsThe number provide rang busy, said call was unsuccessfulAn attempt was made several times with no success If [redacted] has additional questions, she may contact RushCard customer service at [redacted] (###-###-####), which is staffed with customer service agent hours a day, days a week UniRush Customer Service
As I have said over and over; my account was hacked! Here is the second faxed copy of the dispute form sent on 12/18/ The one they said they did not get As you can see by the cover sheet, it was faxed in by [redacted] Office I have been fighting this case since November at AM when I made the phone call to RushcardI was hacked; Rushcard does not offer checks, or check service, and [redacted] clearly used my account to pay [redacted] as a check payment, and I want my money back! This is the last reply from meI will hire an attorney,
May 19, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 05, 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] contends that he is trying to make RushCard aware of potential identity theft, but he has not gotten any assistance [redacted] is requesting that his personal information stop being used on a RushCard account that is someone else’s name On May 19, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise him that the email address was deleted from the RushCard account and that he should not be receiving any more emails from RushCard We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
December 9, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 8, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information Per response, [redacted] has access to her funds and account informationOn October 26, 2015, [redacted] direct deposit was received and posted to her RushCard accountAttached to the complaint response is a screenshot of the direct deposit that posted to [redacted] accountThe $courtesy credit was provided to [redacted] account for the inconvenience of the conversion [redacted] received her direct deposit on the effective dateNo other credits will be provided to [redacted] accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 25, 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 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 On 4/23/ [redacted] card was blocked due to failed additional security verification 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 daysI’ve listed acceptable forms to be validated VALID PROOF OF ADDRESS Utility bill (gas, electric, water, etc.) Phone bill Paycheck stub Benefits letter (child support, food stamps/assistance) Insurance bill (car, house/renters) Once we receive the proper documents that has been requested, they will be reviewed and a bill payment check will be issued for the remaining funds and the account will be closed as requested by [redacted] 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
September 11, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the RevDex.com® (“Revdex.com”) received from [redacted] on September 9, 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 received and posted her payroll direct deposit of $to her expired RushCard account [redacted] also stated that she would like her funds to be applied to her new RushCard On August 31, 2015, [redacted] contacted RushCard customer service and requested a block to be placed on her card ending in *** On September 4, 2015, RushCard received her direct deposit and was automatically posted to [redacted] accountOn September 8, 2015, [redacted] requested to receive a replacement card via expedited delivery due to the card expiring [redacted] provided her account and routing number to the remitter to set up direct depositOn September 10, 2015, [redacted] received her RushCard and has access to her funds We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused Tyree T Corporate Customer Service
August 23, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 21, 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 she was not able to transfer funds from her RushCard accounts [redacted] also states she is out of town and does not have access to her funds [redacted] would like access to her funds Our records indicate that [redacted] contacted RushCard customer service and stated she was not able to transfer funds from her RushCard accountsWe are aware that this functionality is currently not availableWe are working diligently to resolve this issueYou can access your money through ATM transactions and all purchases are still able to be completedOn August 23, 2017, a RushCard corporate resolution specialist attempted to contact [redacted] to advise her of this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer 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 Thank you for your response but I received an email from a customer service representative stating it should only take business daysI have also attached the documents I submitted to you that states the bank did not collect any money from youIts seem like Rush you are scamming because the banks has made their statementBut you keep coming back with some policy that clearly states about two different things than what you are sayingIt should not take that long with you having evidence from the bank that they do not have Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The amount of $was deducted from my accountOnce I transferred the money over from my "Rush Goals" goals account it was then added to my balanceI have the print of the transfer and the amount that was to be in my account once I transferred the $I would be more then happy to send it to whomever might need it for proof so that I am able to get my money backWhen I called and spoke to a representative, who looked into my account, he stated the money would be released back into my account the next day by 6:30amI then called once it was not in there and tried to speak with other representatives who could not help me or log into my account because of the "system upgrade," and now the transaction is no longer in my account activity online, but again I do have a print out of it So again I do not accept this response until something is done Regards, [redacted] ***
Hello ***a, Please close the above referenced complaint numberWe have not other information to provide [redacted] ***We have provided her all the information that we haveThe product she is referring to [redacted] ***, is a [redacted] productIf you have any questions, please let me knowThank you,Angela C.RushCardP: ###-###-#### Ext***F: ###-###-####
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 Every additional request that customer service had made via telephone was answered, such as: last of my card number, SSI #, a list of deposits into my Rush Card since January 1, I have tried explaining to the Rush Card Customer Service Supervisor, that as per [redacted] State D.O.LCustomer Service agent since I hold a Class A drivers license it is against [redacted] State Regulations and the safety act to supply a copy of my drivers license via fax or mailWhen I requested the agents and supervisors name and employee number so I can supply [redacted] State D.O.Lthe name of the supervisor that was DEMANDING to break [redacted] State Law by issuing a copy of my class A licenseMy complete deposits since January would be proof enough of my identityIf my wallet was stolen then the person would have license and other documentsAll I am asking for is for this company to CLOSE my account and issue a check for the funds either my work or other deposits were made Regards, [redacted]