October 26, 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] ***Complaint number: [redacted] Complaint date: October 24, To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her card to card transfer for the amounts of $and $were not received [redacted] would like her funds credited to the RushCard account immediatelyAfter review of [redacted] card to card transfer transactions, it was determined that the transactions have failed The transactions failed due to insufficient funds On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service
January 2, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste 600Cincinnati 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 December 27, 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 she was charged out of network ATM withdrawal fees of $each [redacted] would like a refund for the ATM fees because she states they were in the network On January 2, 2018, a corporate customer service representative attempted to contact [redacted] we left a detailed message advising [redacted] we did reverse the two $Out of Network ATM FeesAlso advised [redacted] that the ATM in question is not in the money pass networkWe sincerely apologize for the inconvenience this has caused our customer Corporate Customer Service
June 2, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 25, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account [redacted] states that after providing the requested information, the funds have still not been released [redacted] is requesting the funds be released to the cardholder’s account On June 2, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account We appreciate [redacted] feedback Regards, RushCard Corporate Customer Servic
May 16, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 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 funds were withdrawn from the ATM for the amount of $305.50, and that $was drafted from her RushCard account [redacted] also states that she needs her funds put back into her RushCard account On May 13, [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $ [redacted] was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 16, there are no longer pending charges of $on [redacted] RushCard account A corporate customer service specialist contacted [redacted] to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
March 31, 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 Revdex.com® (“Revdex.com”) received from [redacted] , on March 28, 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 her SSA direct deposit on March 28, 2016, and that when she contact RushCard customer service she was advised that the earliest the deposit would post would be March 30, [redacted] is requesting that her funds be post to her RushCard account now [redacted] had two direct deposits, one posted on March 28, 2016, and the other one posted on March 29, Both of the direct deposits effective date was April 1, Per RushCard Card Holder Agreement the direct deposit maybe up to two days early based upon source of the direct deposit and the timing of the payer funding We appreciate [redacted] feedback Sincerely, RushCard Corporate Customer Service
December 22, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she has not gotten the $for the Refer a Friend program [redacted] also states there is no information stating it will take longer for the promotion to post, it only says to activate you card with a deposit [redacted] would like to receive her $ After review of [redacted] RushCard account, it was determine that she does not qualify for the Refer a Friend payoutOn December & 2016, a RushCard corporate customer service specialist attempted contact [redacted] to advise her of this informationA message was left with a callback number We appreciate [redacted] feedback 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 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 Per response, at this time, our system is up and running and cardholders have access to their funds and account information We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 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
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 According to the datesThey have weeks left to have this issue resolvedI am giving them until 1/11/If not resolved by then I will reopen my case Regards, [redacted]
October 27, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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
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]
October 24, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 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] ***’s complaint states that RushCard will not release the hold for $from [redacted] without a Hold Release Letter [redacted] is requesting her funds be put back on her card 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 thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on October 20, and spoke to and agent that advised her that we would be able to force the release of the funds for $if she was able to provide a Merchant Hold Release Letter On October 23, 2017, after reviewing [redacted] ***’s account a Corporate customer service representative called [redacted] and advised her that the hold for $had been releasedAdvised [redacted] that since we show it as a transaction it’s possible that the transaction may still go thru and take those funds back off the accountIf this happens they will have to file a dispute for thisCustomer was satisfied when we ended our call We appreciate [redacted] ***’s feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
September 18, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on September 15, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she is unable to get her money off her RushCard [redacted] also states that she received a replacement card with the same numbers [redacted] was told her card replacement would be listed as lost and another card would be processed [redacted] would like an expedited card sent to her free of charge so that she has access to the funds on her card On August 17, 2017, a replacement card was processed for [redacted] *** The replacement card was sent to encourage [redacted] *** to use her RushCard again The replacement card was processed using the same card numbers, which enabled [redacted] to use the current card on her account Or in the event [redacted] didn’t have the old card she could use the new card On September 15,2017, a new card replacement was processed per [redacted] request On September 18, 2017, a corporate resolutions specialist contacted [redacted] to advise of the following information We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
March 1, VIA ONLINE SUBMISSION: Revdex.com® 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 Revdex.com® (“Revdex.com”) received from [redacted] , on February 22, 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 stated that his account has been hacked twice in the last few months [redacted] also stated that he has been waiting for a provisional credit and he spoke to multiple customer service representatives that provided conflicting informationOn January 29, 2016, a transaction in the amount of $was deducted from [redacted] RushCard accountThe description of the transaction shows as [redacted] in the transaction historyThe original transaction may be from mid-October up to now that [redacted] made on his accountOn February 3, 2016, [redacted] filed an error allegation dispute regarding the unrecognized transactionOn February 4, 2016, 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 the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifiesOn February 25, 2016, [redacted] contacted RushCard Corporate Office and was advised of this informationA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe 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
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 Rushcard's infomation is incorrectI was told initially that the hold could fall off in 24-48hrs but that in most cases it would fall off in days from the transaction dateOn the 21st when I called to inquire why the funds were not released I was told by a Supervisor that the hold would fall off at 9:45am Only to call back and be told that it would be 7:45am the next morning by another SupervisorFollowed by another Supervisor who said it would fall off at 12am on the 22nd and per my cardholder agreement the hold could last up to days and that there was no one in the company who had to power to honor the first Supervisor's promise to release the funds at 9:45amIt is true that after I filed my complaint with the Revdex.com that the funds were eventually releasedHowever I want my complaint formally filed that the customer service I received was unacceptable with no one in the same company being on the same pageAfter enduring all the inconviences from their service glitch in October we were assured that services would be better and return to normal, however the poor customer service still stands Regards, [redacted]
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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 OH RE: Case [redacted] April 28, We received [redacted] complaint regarding access to her blocked account and the level of customer service received RushCard logs all customer contact and activity associated with financial cards RushCard’s standard operating procedures require that we monitor our customer accounts for compliance, suspicious activity, account take over, fraudulent activity and to protect the integrity of RushCard as a business and our customer accounts I understand the concern [redacted] has regarding her RushCard being blockedAfter running routine exception reports [redacted] ***’s account sent a red flag to our validation department for review This account has been permanently closed by CorporateIn order to release the remaining funds on the account we have asked [redacted] to supply us with documents and proof of address that need to be verified [redacted] has sent in her driver’s license and social security card but we are still in need of her proof of addressWe ask proof of address to be 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) We apologize for the inconvenience and frustration this has caused [redacted] *** We appreciate [redacted] feedback These 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
Revdex.com:The company had different email address on file and never even tried to email themNow that a care specialists is involved I finally recieved the paperworkNow the game begins to get my moneyWhich for some reason seems unlikelyI have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I originally did my complaint through RushCard and they sent an email to corporate on 11/and told me would be 24-business hours before they would have a response from corporate AND a resolutionBy 5pm EST on 11/15/(second business day/hours) they still had NO response from corporate and only gave me a $COURTESY creditIt was not until after my Revdex.com complaint on 11/15/where I was contacted the very next day by Kathy at Unitush NOT because of my original complaint but because of my Revdex.com complaintI waited days to hear back from them just to be told to contact [redacted] and make a complaint with themThe number I was provided by Kathy at Unirush (###-###-####) was NOT even a VALID numberAs soon as you call it hangs upI called back spoke to Kathy again who left me on a silent hold for 3+ mins while she "tried" the number she gave meI hung up called back again spoke with Kathy who then provided me a number she found on [redacted] that also does not work and I have already tired on Monday(###-###-####) I can't file a complaint with [redacted] since I do not have a number I can actually reach a live person on and Unirush is not helping by giving invalid numbersI feel I've done everything I was suppose to do and Unirush needs to get [redacted] on the line themselves to figure it out since I can't even get a valid number or when calling customer service at ###-###-#### can't get a live person since I don't have an actual [redacted] cardI just need my money which I want the full $not just the $56.26! Regards, [redacted] ***
January 8, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she received her direct deposit on 12/8/and called to get a replacement card on that day [redacted] also states that contacted RushCard customer service again on 12/25/and requested another card replacement and has yet to receive it [redacted] is requesting her replacement card now Our records indicate that on 12/8/17, [redacted] contacted RushCard customer and requested a replacement cardA replacement card was sent tot the address on file [redacted] contacted RushCard customer service again on 12/27/17, stating that she has not received her cardAnother replacement card was issued to the address on file [redacted] was advised of the 5-business day for deliveryOn 1/8/a corporate resolution specialist contacted [redacted] to advise today was the 7th business day [redacted] was advised that if she did not get her card today, to call us back and we would expedite her card, waiving the fee [redacted] indicated that this was satisfactory to her We appreciate [redacted] feedback and sincerely apologize for the inconvenienceOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In her compliant, [redacted] states her fiancé sent her $into her inactive RushCard accountShe said the funds were debited out of her account [redacted] is requesting for the funds to be put back into her account or send it back to her fiancé Around the same time the funds were transferred into [redacted] accountRushCard was notified that the funds transferred were unauthorized Due to privacy regulation, we cannot disclose the sender’s information Regards,
October 26, 2016VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] ***Complaint number: [redacted] Complaint date: October 24, To Whom It May Concern:This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that her card to card transfer for the amounts of $and $were not received [redacted] would like her funds credited to the RushCard account immediatelyAfter review of [redacted] card to card transfer transactions, it was determined that the transactions have failed The transactions failed due to insufficient funds On October 26, 2016, a RushCard corporate customer specialist contacted [redacted] to advise of the information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.RushCard, Corporate Customer Service
January 2, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste 600Cincinnati 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 December 27, 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 she was charged out of network ATM withdrawal fees of $each [redacted] would like a refund for the ATM fees because she states they were in the network On January 2, 2018, a corporate customer service representative attempted to contact [redacted] we left a detailed message advising [redacted] we did reverse the two $Out of Network ATM FeesAlso advised [redacted] that the ATM in question is not in the money pass networkWe sincerely apologize for the inconvenience this has caused our customer Corporate Customer Service
June 2, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: Revdex.com [redacted] Complaint date: May 25, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard held a large check, asking for proper identification before releasing the funds to our customers RushCard account [redacted] states that after providing the requested information, the funds have still not been released [redacted] is requesting the funds be released to the cardholder’s account On June 2, 2016, a RushCard corporate customer service specialist attempted to contact [redacted] to advise her RushCard is not able to speak to a third party regarding a customer’s RushCard account We appreciate [redacted] feedback Regards, RushCard Corporate Customer Servic
May 16, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 12, 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 funds were withdrawn from the ATM for the amount of $305.50, and that $was drafted from her RushCard account [redacted] also states that she needs her funds put back into her RushCard account On May 13, [redacted] contacted RushCard corporate customer service and requested to cancel the pending ATM transaction for the amount of $ [redacted] was informed that the transaction was not able to be canceled and still in pending status A dispute could be filed once or if the transactions settledThe transaction was automatically released by the system after the expiration dateRushCard can verify that as of May 16, there are no longer pending charges of $on [redacted] RushCard account A corporate customer service specialist contacted [redacted] to advise her of this information We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
March 31, 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 Revdex.com® (“Revdex.com”) received from [redacted] , on March 28, 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 her SSA direct deposit on March 28, 2016, and that when she contact RushCard customer service she was advised that the earliest the deposit would post would be March 30, [redacted] is requesting that her funds be post to her RushCard account now [redacted] had two direct deposits, one posted on March 28, 2016, and the other one posted on March 29, Both of the direct deposits effective date was April 1, Per RushCard Card Holder Agreement the direct deposit maybe up to two days early based upon source of the direct deposit and the timing of the payer funding We appreciate [redacted] feedback Sincerely, RushCard Corporate Customer Service
December 22, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 21, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that she has not gotten the $for the Refer a Friend program [redacted] also states there is no information stating it will take longer for the promotion to post, it only says to activate you card with a deposit [redacted] would like to receive her $ After review of [redacted] RushCard account, it was determine that she does not qualify for the Refer a Friend payoutOn December & 2016, a RushCard corporate customer service specialist attempted contact [redacted] to advise her of this informationA message was left with a callback number We appreciate [redacted] feedback 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 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 Per response, at this time, our system is up and running and cardholders have access to their funds and account information We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, 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
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 According to the datesThey have weeks left to have this issue resolvedI am giving them until 1/11/If not resolved by then I will reopen my case Regards, [redacted]
October 27, 2015VIA ONLINE SUBMISSION:Better Business Bureau 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
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]
October 24, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 20, 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] ***’s complaint states that RushCard will not release the hold for $from [redacted] without a Hold Release Letter [redacted] is requesting her funds be put back on her card 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 thirty (35) days.” RushCard records indicate that [redacted] contacted customer service on October 20, and spoke to and agent that advised her that we would be able to force the release of the funds for $if she was able to provide a Merchant Hold Release Letter On October 23, 2017, after reviewing [redacted] ***’s account a Corporate customer service representative called [redacted] and advised her that the hold for $had been releasedAdvised [redacted] that since we show it as a transaction it’s possible that the transaction may still go thru and take those funds back off the accountIf this happens they will have to file a dispute for thisCustomer was satisfied when we ended our call We appreciate [redacted] ***’s feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
September 18, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on September 15, UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she is unable to get her money off her RushCard [redacted] also states that she received a replacement card with the same numbers [redacted] was told her card replacement would be listed as lost and another card would be processed [redacted] would like an expedited card sent to her free of charge so that she has access to the funds on her card On August 17, 2017, a replacement card was processed for [redacted] *** The replacement card was sent to encourage [redacted] *** to use her RushCard again The replacement card was processed using the same card numbers, which enabled [redacted] to use the current card on her account Or in the event [redacted] didn’t have the old card she could use the new card On September 15,2017, a new card replacement was processed per [redacted] request On September 18, 2017, a corporate resolutions specialist contacted [redacted] to advise of the following information We appreciate [redacted] feedback and sincerely apologize for the inconvenience Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
March 1, VIA ONLINE SUBMISSION: Revdex.com® 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 Revdex.com® (“Revdex.com”) received from [redacted] , on February 22, 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 stated that his account has been hacked twice in the last few months [redacted] also stated that he has been waiting for a provisional credit and he spoke to multiple customer service representatives that provided conflicting informationOn January 29, 2016, a transaction in the amount of $was deducted from [redacted] RushCard accountThe description of the transaction shows as [redacted] in the transaction historyThe original transaction may be from mid-October up to now that [redacted] made on his accountOn February 3, 2016, [redacted] filed an error allegation dispute regarding the unrecognized transactionOn February 4, 2016, 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 the claim and a provisional credit is only guaranteed to be issued if the cardholder qualifiesOn February 25, 2016, [redacted] contacted RushCard Corporate Office and was advised of this informationA final letter will be sent to the address on the account notifying [redacted] of the resolutionWe 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
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 Rushcard's infomation is incorrectI was told initially that the hold could fall off in 24-48hrs but that in most cases it would fall off in days from the transaction dateOn the 21st when I called to inquire why the funds were not released I was told by a Supervisor that the hold would fall off at 9:45am Only to call back and be told that it would be 7:45am the next morning by another SupervisorFollowed by another Supervisor who said it would fall off at 12am on the 22nd and per my cardholder agreement the hold could last up to days and that there was no one in the company who had to power to honor the first Supervisor's promise to release the funds at 9:45amIt is true that after I filed my complaint with the Revdex.com that the funds were eventually releasedHowever I want my complaint formally filed that the customer service I received was unacceptable with no one in the same company being on the same pageAfter enduring all the inconviences from their service glitch in October we were assured that services would be better and return to normal, however the poor customer service still stands Regards, [redacted]
October 21, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] [redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, 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 OH RE: Case [redacted] April 28, We received [redacted] complaint regarding access to her blocked account and the level of customer service received RushCard logs all customer contact and activity associated with financial cards RushCard’s standard operating procedures require that we monitor our customer accounts for compliance, suspicious activity, account take over, fraudulent activity and to protect the integrity of RushCard as a business and our customer accounts I understand the concern [redacted] has regarding her RushCard being blockedAfter running routine exception reports [redacted] ***’s account sent a red flag to our validation department for review This account has been permanently closed by CorporateIn order to release the remaining funds on the account we have asked [redacted] to supply us with documents and proof of address that need to be verified [redacted] has sent in her driver’s license and social security card but we are still in need of her proof of addressWe ask proof of address to be 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) We apologize for the inconvenience and frustration this has caused [redacted] *** We appreciate [redacted] feedback These 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
Revdex.com:The company had different email address on file and never even tried to email themNow that a care specialists is involved I finally recieved the paperworkNow the game begins to get my moneyWhich for some reason seems unlikelyI have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I originally did my complaint through RushCard and they sent an email to corporate on 11/and told me would be 24-business hours before they would have a response from corporate AND a resolutionBy 5pm EST on 11/15/(second business day/hours) they still had NO response from corporate and only gave me a $COURTESY creditIt was not until after my Revdex.com complaint on 11/15/where I was contacted the very next day by Kathy at Unitush NOT because of my original complaint but because of my Revdex.com complaintI waited days to hear back from them just to be told to contact [redacted] and make a complaint with themThe number I was provided by Kathy at Unirush (###-###-####) was NOT even a VALID numberAs soon as you call it hangs upI called back spoke to Kathy again who left me on a silent hold for 3+ mins while she "tried" the number she gave meI hung up called back again spoke with Kathy who then provided me a number she found on [redacted] that also does not work and I have already tired on Monday(###-###-####) I can't file a complaint with [redacted] since I do not have a number I can actually reach a live person on and Unirush is not helping by giving invalid numbersI feel I've done everything I was suppose to do and Unirush needs to get [redacted] on the line themselves to figure it out since I can't even get a valid number or when calling customer service at ###-###-#### can't get a live person since I don't have an actual [redacted] cardI just need my money which I want the full $not just the $56.26! Regards, [redacted] ***
January 8, VIA ONLINE SUBMISSION: Revdex.com® E4th SteCincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint states that she received her direct deposit on 12/8/and called to get a replacement card on that day [redacted] also states that contacted RushCard customer service again on 12/25/and requested another card replacement and has yet to receive it [redacted] is requesting her replacement card now Our records indicate that on 12/8/17, [redacted] contacted RushCard customer and requested a replacement cardA replacement card was sent tot the address on file [redacted] contacted RushCard customer service again on 12/27/17, stating that she has not received her cardAnother replacement card was issued to the address on file [redacted] was advised of the 5-business day for deliveryOn 1/8/a corporate resolution specialist contacted [redacted] to advise today was the 7th business day [redacted] was advised that if she did not get her card today, to call us back and we would expedite her card, waiving the fee [redacted] indicated that this was satisfactory to her We appreciate [redacted] feedback and sincerely apologize for the inconvenienceOur goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources In her compliant, [redacted] states her fiancé sent her $into her inactive RushCard accountShe said the funds were debited out of her account [redacted] is requesting for the funds to be put back into her account or send it back to her fiancé Around the same time the funds were transferred into [redacted] accountRushCard was notified that the funds transferred were unauthorized Due to privacy regulation, we cannot disclose the sender’s information Regards,