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] Constant website issues when customers are waiting for deposits .This time no one let the customers know about another system update This site can’t be reached The connection was resetTry: Checking the connection Checking the proxy and the firewall Running Windows Network Diagnostics ERR_CONNECTION_RESETDesired Outcome: What is wrong with this company?
April 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Complaint Number: [redacted] Consumer Name: [redacted] * [redacted] Complaint Received: April 8, 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states on March 4, 2017, [redacted] had done a Transaction with Walmart for and there were two charges on their account and they were supposed to have been credited back one of the charges [redacted] is upset about the double charge and not seeing the return of the second amount of back to the account Upon review of the Statement balance we found that the double charge was the account form Walmart and we also found the return request form Walmart as well Although we understand the difficulty [redacted] may of experienced When a merchant does a return transaction to a bank it may take 7-business days for the return to be received and credited back to the account We show on the monthly statement that we have included that Walmart sent the return and the date that it occurred so we could credit the account back on the date they processed the return We appreciate this feedback and sincerely regret any service issues and inconvenience [redacted] experiencedOur goal is to provide financial convenience supported by reliable customer service Sincerely, RushCard Corporate Customer Service
Revdex.com:I haven't heard from unirush financialI also faxed the Revdex.com copies of my travel plans and a letter from my employer 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] ***
December 8, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 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 On December 2, 2015, [redacted] filed an ACH debit dispute regarding a charge in the amount of $that was deducted from her accountRushCard have not received the signed dispute form back from [redacted] ***As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claimOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe 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 RushCard Customer Service
December 28, 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 he was unable to access his direct deposit and he could not get in contact with RushCard Customer Service [redacted] requested that his employer reverse his direct deposit from his RushCard account [redacted] also stated that he made a [redacted] load in the amount of $to his account and do to the fact he had a negative balance the [redacted] load was depleted from his account [redacted] requested for his funds to be loaded back to his account Per previous response, On October 21, 2015, [redacted] direct deposit was received and posted to his accountRushCard's history indicates that between October 21, and October 29, several transactions were processed successfullyDue to [redacted] request by his employer the direct deposit was reversed from the account on November 2, 2015, which took the account into a negative statusOn December 10, 2015, a [redacted] load in the amount of $was loaded onto [redacted] ’s account and the funds were depleted due to the negative balance on his account [redacted] will need to contact his employer to resolve this issue 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
January 19, 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 On December 2, 2015, an unauthorized transaction in the amount of $from Diet Health was made on [redacted] accountPrior to the allegedly unauthorized transaction, [redacted] account balance was $On December 19, 2015, a partial credit of $was issued to [redacted] RushCard accountOn December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transactionDispute process can take up to to to investigate and respond to a customerRushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures [redacted] claim is still ongoing and once the claim is finale she will receive a letter in the mail explaining the outcome We appreciate this feedback and sincerely apologize for the inconvenience this matter has causedOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
May 15, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 14, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard blocked his account because of a TV he returned to [redacted] and had the credit put on his RushCard [redacted] is requesting his card be unblocked On May 11, 2017, [redacted] RushCard received a credit without an offsetting debitThis type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit On May 13, [redacted] contacted RushCard customer service and was educated on this type of activity being against [redacted] Regulations [redacted] was also advised the hold would remain for 24-hours On May 15, a Risk representative reviewed the documents and the card was unblockedDue to the time zone that [redacted] is in, it was too early to contact him by phone A RushCard corporate specialist emailed [redacted] to advise him that the card had been unblocked We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 30, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information On November 9, 2015, [redacted] filed an ACH debit dispute in the amount of $ On November 9, 2015, the RushCard dispute team received a signed ACH debit dispute form from [redacted] Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesOn November 10, 2015, the ACH debit dispute was found in [redacted] ’ favor and a final credit of $was issued to her accountA final letter has been sent to the address on the account notifying [redacted] of the resolutionThe ACH debit dispute has been closed, and as such we consider this matter resolved 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
June 10, VIA ONLINE SUBMISSION:Revdex.com® E Fourth Street Suite 600Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on June 7, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she contacted RushCard regarding a transaction that she did not make [redacted] also states her RushCard was cancelled and that she didn’t have access to her funds [redacted] would like the funds credited back to her RushCard account and compensation for the RushCard replacement On June 7, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute regarding a charge in the amount of $that was made on her RushCard account Ms [redacted] called RushCard on the same date to cancel the unauthorized transaction dispute [redacted] will need to contact the merchant directly regarding the funds from the above transaction On June 10, a corporate customer service specialist attempted to contact to advise of this information 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 RushCard Corporate Customer Service
August 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 16, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends she was initially told to send in documents for verification to get her RushCard unblocked [redacted] states she was also told it would be resolved in 1-business days [redacted] would like her funds released and a check or money order issued to her On July 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditionsOn August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this informationOn August 12, per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this informationIn addition, [redacted] was advised we did not have a date for when her funds would be unfrozen [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblockedOn August 24,a corporate customer service representative contacted [redacted] to advise that the funds on her account in the amount $were issued via bill payment check to the address on file We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard,
October 26, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 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
January 9, VIA ONLINE SUBMISSION:Revdex.com E 4th Ste600Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] states in her complaint that she had a charge for from [redacted] on her RushCard account [redacted] indicates she does not have an account with [redacted] [redacted] wants a refund for the transaction RushCard has reviewed [redacted] accountThe account does not reflect a [redacted] transaction [redacted] will need to determine the correct transaction details to file a dispute for the transaction On January 9, a corporate resolution specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedback 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 Regard [redacted] To whom it may concern I did file a dispute here is the number [redacted] for their not telling the truth if they say I didn't or don't file a dispute
My card from fraudulently used in [redacted] and [redacted] in February I called rush card and asked to have my card replaced and closed and I filed a disputeI haven't heard anything from Rush card in months and I haven't receive my money backEvery time I called all I heard call us back in daysThis company did not honor the FDIC regulations and protect me as a customerThis is my 2nd complaintRush card keep saying the will investigate but when you ask to present you with a copy of the investigation from each merchant they can't and this is simply because they never did an investigation and refused to refund my the charges they allowed out of state on my card/12/ [redacted] Desired Outcome: I am needing my $credit to my account ASAP
December 19, VIA ONLINE SUBMISSION: Revdex.com® E 4th, STE Cincinnati Ohio Re: Case #: [redacted] Consumer: [redacted] [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 RushCard would not transfer her credit that was applied to card ending in *** [redacted] states she no longer has that card and it is poor customer service not to have the funds transferred to her active card [redacted] is requesting access to her funds Our records indicate that on 12/15/17, [redacted] contacted customer service regarding a credit of $The customer service agent advised [redacted] that she could transfer the funds via her online account since she no longer had the card ending in *** [redacted] informed the agent that she did not have access to her online account [redacted] was advised to send in a letter noting what her old email address was and what the new one was along with a valid IDOn 12/19/a corporate resolution specialist contacted [redacted] to reiterate the information she received from our customer service agent [redacted] was provided a fax number to send her information [redacted] agreed to this resolution We appreciate [redacted] feedback RushCard Customer Service
October 30, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information 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
September 29, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] , on September 23, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard closed her account and will not issue out her Tax Refund On February 13, 2015, a Tax Refund in the amount of $4,posted to [redacted] RushCard accountOn February 18, 2015, [redacted] contacted RushCard customer service and advised that she did not apply for a RushCardThe account was immediately blocked due to possible fraud On September 24, 2015, the remaining funds were reversed from the account and issued to the IRS for an to week investigationAt that time [redacted] will need to contact the IRS at ###-###-#### in order to request the fundsUnfortunately, no further information can be provided to [redacted] [redacted] RushCard account is permanently closed in accordance with RushCard Risk procedure We appreciate [redacted] feedback and continuously review our process to provide a convenient and secure financial option for our card holders Tyree T Corporate Customer Service
November 16, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case #: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on November 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] complaint contends that there are unauthorized charges that were made on her account and request that her funds be reversed back to her account.On October 30, 2015, [redacted] filed an unauthorized transaction dispute regarding multiple charges that were made on her account As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim On November 9, 2015, a provisional credit in the amount of $1,was issued to [redacted] accountOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe 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 Sincerely,RushCard Customer Service
January 9, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $from [redacted] Bank [redacted] states [redacted] bank advised they would not collect on the funds [redacted] would like the funds credited back to her RushCard account Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to (ten) days.” RushCard records indicate that [redacted] contacted customer service on January 5, and spoke to an agent regarding the pending hold in the amount of $from [redacted] BankOur records further indicate that the customer service agent advised [redacted] to speak with the merchant regarding the funds or to send in a Merchant Hold Release Letter As of date the transaction has settled to the account on January 6, [redacted] has since filed a dispute for this transactionOn January 9, a corporate resolutions specialist attempted to contact [redacted] to advise of the information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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 [redacted] ’s complaint contends that she was unable to get in contact with RushCard customer service [redacted] also would like to be refunded for a $transaction that was made on her RushCard accountOn November 9, 2015, [redacted] filed an error allegation dispute regarding a transaction in the amount of $from The [redacted] *** On November 10, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe 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 Regards, [redacted] Constant website issues when customers are waiting for deposits .This time no one let the customers know about another system update This site can’t be reached The connection was resetTry: Checking the connection Checking the proxy and the firewall Running Windows Network Diagnostics ERR_CONNECTION_RESETDesired Outcome: What is wrong with this company?
April 10, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Complaint Number: [redacted] Consumer Name: [redacted] * [redacted] Complaint Received: April 8, 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, (“RushCard”) takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states on March 4, 2017, [redacted] had done a Transaction with Walmart for and there were two charges on their account and they were supposed to have been credited back one of the charges [redacted] is upset about the double charge and not seeing the return of the second amount of back to the account Upon review of the Statement balance we found that the double charge was the account form Walmart and we also found the return request form Walmart as well Although we understand the difficulty [redacted] may of experienced When a merchant does a return transaction to a bank it may take 7-business days for the return to be received and credited back to the account We show on the monthly statement that we have included that Walmart sent the return and the date that it occurred so we could credit the account back on the date they processed the return We appreciate this feedback and sincerely regret any service issues and inconvenience [redacted] experiencedOur goal is to provide financial convenience supported by reliable customer service Sincerely, RushCard Corporate Customer Service
Revdex.com:I haven't heard from unirush financialI also faxed the Revdex.com copies of my travel plans and a letter from my employer 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] ***
December 8, 2015VIA ONLINE SUBMISSION:Revdex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: December 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 On December 2, 2015, [redacted] filed an ACH debit dispute regarding a charge in the amount of $that was deducted from her accountRushCard have not received the signed dispute form back from [redacted] ***As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claimOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe 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 RushCard Customer Service
December 28, 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 he was unable to access his direct deposit and he could not get in contact with RushCard Customer Service [redacted] requested that his employer reverse his direct deposit from his RushCard account [redacted] also stated that he made a [redacted] load in the amount of $to his account and do to the fact he had a negative balance the [redacted] load was depleted from his account [redacted] requested for his funds to be loaded back to his account Per previous response, On October 21, 2015, [redacted] direct deposit was received and posted to his accountRushCard's history indicates that between October 21, and October 29, several transactions were processed successfullyDue to [redacted] request by his employer the direct deposit was reversed from the account on November 2, 2015, which took the account into a negative statusOn December 10, 2015, a [redacted] load in the amount of $was loaded onto [redacted] ’s account and the funds were depleted due to the negative balance on his account [redacted] will need to contact his employer to resolve this issue 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
January 19, 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 On December 2, 2015, an unauthorized transaction in the amount of $from Diet Health was made on [redacted] accountPrior to the allegedly unauthorized transaction, [redacted] account balance was $On December 19, 2015, a partial credit of $was issued to [redacted] RushCard accountOn December 21, 2015, [redacted] contacted RushCard customer service and was inform to file a dispute for the unauthorized transactionDispute process can take up to to to investigate and respond to a customerRushCard takes customer complaints very seriously and investigates disputed transactions on a case-by-case basis, in accordance with UniRush, LLC’s internal security and fraud detection policies and procedures [redacted] claim is still ongoing and once the claim is finale she will receive a letter in the mail explaining the outcome We appreciate this feedback and sincerely apologize for the inconvenience this matter has causedOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
May 15, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 14, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard blocked his account because of a TV he returned to [redacted] and had the credit put on his RushCard [redacted] is requesting his card be unblocked On May 11, 2017, [redacted] RushCard received a credit without an offsetting debitThis type of transaction is prohibited by [redacted] rules and is a sign of possible fraud or illegal activity A block was placed on [redacted] card until he could demonstrate that it was a legitimate credit On May 13, [redacted] contacted RushCard customer service and was educated on this type of activity being against [redacted] Regulations [redacted] was also advised the hold would remain for 24-hours On May 15, a Risk representative reviewed the documents and the card was unblockedDue to the time zone that [redacted] is in, it was too early to contact him by phone A RushCard corporate specialist emailed [redacted] to advise him that the card had been unblocked We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 30, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information On November 9, 2015, [redacted] filed an ACH debit dispute in the amount of $ On November 9, 2015, the RushCard dispute team received a signed ACH debit dispute form from [redacted] Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesOn November 10, 2015, the ACH debit dispute was found in [redacted] ’ favor and a final credit of $was issued to her accountA final letter has been sent to the address on the account notifying [redacted] of the resolutionThe ACH debit dispute has been closed, and as such we consider this matter resolved 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
June 10, VIA ONLINE SUBMISSION:Revdex.com® E Fourth Street Suite 600Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on June 7, UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] complaint states that she contacted RushCard regarding a transaction that she did not make [redacted] also states her RushCard was cancelled and that she didn’t have access to her funds [redacted] would like the funds credited back to her RushCard account and compensation for the RushCard replacement On June 7, 2016, [redacted] contacted RushCard customer service to file an unauthorized transaction dispute regarding a charge in the amount of $that was made on her RushCard account Ms [redacted] called RushCard on the same date to cancel the unauthorized transaction dispute [redacted] will need to contact the merchant directly regarding the funds from the above transaction On June 10, a corporate customer service specialist attempted to contact to advise of this information 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 RushCard Corporate Customer Service
August 24, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 16, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends she was initially told to send in documents for verification to get her RushCard unblocked [redacted] states she was also told it would be resolved in 1-business days [redacted] would like her funds released and a check or money order issued to her On July 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditionsOn August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this informationOn August 12, per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this informationIn addition, [redacted] was advised we did not have a date for when her funds would be unfrozen [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblockedOn August 24,a corporate customer service representative contacted [redacted] to advise that the funds on her account in the amount $were issued via bill payment check to the address on file We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard,
October 26, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 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
January 9, VIA ONLINE SUBMISSION:Revdex.com E 4th Ste600Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 4, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information [redacted] states in her complaint that she had a charge for from [redacted] on her RushCard account [redacted] indicates she does not have an account with [redacted] [redacted] wants a refund for the transaction RushCard has reviewed [redacted] accountThe account does not reflect a [redacted] transaction [redacted] will need to determine the correct transaction details to file a dispute for the transaction On January 9, a corporate resolution specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedback 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 Regard [redacted] To whom it may concern I did file a dispute here is the number [redacted] for their not telling the truth if they say I didn't or don't file a dispute
My card from fraudulently used in [redacted] and [redacted] in February I called rush card and asked to have my card replaced and closed and I filed a disputeI haven't heard anything from Rush card in months and I haven't receive my money backEvery time I called all I heard call us back in daysThis company did not honor the FDIC regulations and protect me as a customerThis is my 2nd complaintRush card keep saying the will investigate but when you ask to present you with a copy of the investigation from each merchant they can't and this is simply because they never did an investigation and refused to refund my the charges they allowed out of state on my card/12/ [redacted] Desired Outcome: I am needing my $credit to my account ASAP
December 19, VIA ONLINE SUBMISSION: Revdex.com® E 4th, STE Cincinnati Ohio Re: Case #: [redacted] Consumer: [redacted] [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 RushCard would not transfer her credit that was applied to card ending in *** [redacted] states she no longer has that card and it is poor customer service not to have the funds transferred to her active card [redacted] is requesting access to her funds Our records indicate that on 12/15/17, [redacted] contacted customer service regarding a credit of $The customer service agent advised [redacted] that she could transfer the funds via her online account since she no longer had the card ending in *** [redacted] informed the agent that she did not have access to her online account [redacted] was advised to send in a letter noting what her old email address was and what the new one was along with a valid IDOn 12/19/a corporate resolution specialist contacted [redacted] to reiterate the information she received from our customer service agent [redacted] was provided a fax number to send her information [redacted] agreed to this resolution We appreciate [redacted] feedback RushCard Customer Service
October 30, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] *** Complaint number: [redacted] Complaint date: October 21, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information 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
September 29, VIA ONLINE SUBMISSION: Better Business Bureau® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Case No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] , on September 23, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that RushCard closed her account and will not issue out her Tax Refund On February 13, 2015, a Tax Refund in the amount of $4,posted to [redacted] RushCard accountOn February 18, 2015, [redacted] contacted RushCard customer service and advised that she did not apply for a RushCardThe account was immediately blocked due to possible fraud On September 24, 2015, the remaining funds were reversed from the account and issued to the IRS for an to week investigationAt that time [redacted] will need to contact the IRS at ###-###-#### in order to request the fundsUnfortunately, no further information can be provided to [redacted] [redacted] RushCard account is permanently closed in accordance with RushCard Risk procedure We appreciate [redacted] feedback and continuously review our process to provide a convenient and secure financial option for our card holders Tyree T Corporate Customer Service
November 16, 2015VIA ONLINE SUBMISSION:Better Business Bureau® W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case #: [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] , on November 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] complaint contends that there are unauthorized charges that were made on her account and request that her funds be reversed back to her account.On October 30, 2015, [redacted] filed an unauthorized transaction dispute regarding multiple charges that were made on her account As per the RushCard Cardholder Agreement, the dispute process may take up to to days to investigate a claim On November 9, 2015, a provisional credit in the amount of $1,was issued to [redacted] accountOnce the claim is final, [redacted] will receive a letter in the mail regarding the outcome of her disputeWe 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 Sincerely,RushCard Customer Service
January 9, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 5, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she contacted RushCard customer service regarding a pending transaction in the amount of $from [redacted] Bank [redacted] states [redacted] bank advised they would not collect on the funds [redacted] would like the funds credited back to her RushCard account Per the RushCard Cardholder Agreement, “If you authorize a transaction, the preauthorization hold, the approval may result in a hold for that amount of funds for up to (ten) days.” RushCard records indicate that [redacted] contacted customer service on January 5, and spoke to an agent regarding the pending hold in the amount of $from [redacted] BankOur records further indicate that the customer service agent advised [redacted] to speak with the merchant regarding the funds or to send in a Merchant Hold Release Letter As of date the transaction has settled to the account on January 6, [redacted] has since filed a dispute for this transactionOn January 9, a corporate resolutions specialist attempted to contact [redacted] to advise of the information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
November 13, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 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 [redacted] ’s complaint contends that she was unable to get in contact with RushCard customer service [redacted] also would like to be refunded for a $transaction that was made on her RushCard accountOn November 9, 2015, [redacted] filed an error allegation dispute regarding a transaction in the amount of $from The [redacted] *** On November 10, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] Per RushCard Cardholder Agreement, the dispute process can take up to to days to investigate and a provisional credit is only guaranteed to be issued if the cardholder qualifiesA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe 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