October 30, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No10818178, which the Revdex.com® (“Revdex.com”) received from [redacted] on October 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 RushCard would not release an authorization hold that was made on October 7, in the amount of $ On October 7, RushCard received an authorization hold on [redacted] ’ RushCard account ending in for $ [redacted] was instructed by RushCard customer service to send a Merchant Hold Release Letter to validate and release the pending holdThe Merchant Hold Release Letter was never received, therefore the authorization hold was released on October 17, On October 15, 2015, A RushCard Corporate Customer Service Specialist contacted [redacted] and explained the Merchant Hold Release process The customer service specialist that [redacted] spoke to has been coached regarding the account We appreciate [redacted] ’ feedback and hope to provide a better understanding or the authorization process Satoyra H 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 I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $was fraudulently withdrawn from my account without my permission or knowledgeI contacted Rushcard and notified the company of what happened, but they are stating that no error has occurredThis is defamation of my character to blatantly state that no error occurredI have been given the run around since April 14th I did what was asked of me as a cardholder, reported fraudulent activity and disputed transactions that I did not make or authorizeThese "withdrawals" were made at an out of network ATM, I have never used an out of network ATM since I became a customer of UniRush in 2007.I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about itThey are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did notI don't have $to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " [redacted] did not change her PIN on this account, therefore no error occurred"I notified Rushcard of this fraudulent activity and requested that my account be placed on a HOLD status, which would prevent any more fraudulent charges to go through on the accountSo, since I did not change the PIN on a compromised account, no error occurred???? Why would I want to keep an account that has been hacked or compromised??? That was the reason that I requested that a HOLD be placed on my account and a new card was issuedOnce the account was on HOLD, no changes could be made until I received the new card on April 25thUniRush does not value their customers and / or their businessThis company has not addressed all of my concerns, I faxed a page document to them on 06/21/and asked that I receive a call to verify that the documents were received, no one has called me yet I still have not been provided with any information as to where these "withdrawals" occurredRushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in with this companyThis has been a tiresome process and my issue still has not been resolvedMy $disappeared into thin air !!!! I understand this is a Prepaid card and not a credit card, but this is MY MONEY that I worked for that is being loaded to this card and I put my trust in this company that my money was safe, but apparently NOT !!!!! I looked this company up on the Revdex.com website and this has happened to other customers also, but guess what they were refunded their moneyI just would like the same consideration and fair treatment also,please refund my $to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $to my account immediatelyI look forward to this matter being resolved quickly and my money to be refunded to me.I have all the documents that were faxed to UniRush, if they are neededI would greatly appreciate your assistance and cooperation in this matter of my $being refunded to me Regards, [redacted] ***
November 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 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 worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationOn October and October 27, 2015, RushCard received [redacted] direct deposits and posted to her accountTransactions were made on [redacted] account after the direct deposits postedPlease view screenshot that is attached to the complaint response We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 2, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] ***Complaint number: [redacted] Complaint date: September 29, To Whom It May Concern:This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard blocked her card because it was returnedShe also states she updated her address via her mobile app but it was not updated [redacted] is requesting a replacement card and access to her funds.Our records indicate that on August 17, a card was reissued on card ending in and sent to the address on fileThe card was marked returnedOn August 25, [redacted] called to get a replacement card and update address [redacted] failed RushCard’s verification process As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] ***She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days On October 01, 2017, a RushCard corporate resolution specialist contacted [redacted] to advise her of this information [redacted] indicated that she was sending in required documents in today and requested her account closed after she got her funds We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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 At this time, our system is up and running and cardholders have access to their funds and account informationOn October 19, 2015, RushCard debited $from [redacted] ***’ account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionAttached to the complaint response is the two direct deposits that were posted [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
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 Thank you so much for all your help in rectifying this issue Regards, [redacted] ***
June 9, 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 June 2, 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 RushCard placed a block on his accounts and requested to submit a driver’s license, a social security card and valid proof of address On April 22, 2015, [redacted] RushCard accounts were blocked due to failed multiple failed verification attemptsIn accordance with internal policies and security procedures, RushCard requested proof of identity from [redacted] ***He was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days Mr Emery did not submit the requested documents to verify his identity until June 2, The documents submitted by [redacted] were deemed invalid due to being illegibleOn June 5, [redacted] contacted the RushCard corporate office and was advised of the invalid documentation received, and he was advised to send documentation to the corporate fax number for efficient handlingOn June 5, a Risk Associate reviewed the documents submitted by [redacted] ***, and all requested documents were accepted as validA card replacement has been issued via regular mail to the address on the account and [redacted] requested to preferably process express cash to receive his funds sooner We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
Date Sent: 4/15/ VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] ( [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] ( [redacted] ) on April 7, 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 Per previous responses, on March 10, RushCard assisted [redacted] by having her funds transferred as requested [redacted] requested an account closure, and her funds were sent to her by check Both accounts were closed and the funds were mailed via check [redacted] has indicated that she has yet to receive the checkWe have placed a stop payment on the check and have made an outreach to [redacted] to process a Money Gram transfer for the remaining funds on her accountWe are waiting for [redacted] call back to provide instructions on how to claim her funds at any Money Gram location in the state of Georgia We appreciate [redacted] feedback and look forward to speaking with [redacted] to resolve this matter 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 The response Rush Card provided did not give a viable explanation to my problem I feel I should not have been charged $for [redacted] fees to have my New Member Rush Card replacement delivered as I never received my card to begin withI asked Customer Service for a tracking number for the original card sent, but was told they do not send out cards with tracking numbersAs far as I know they never sent me a card on Septto begin withI was also told if I was an existing member I would receive a replacement card via [redacted] for no feeI believe that as a New Member, in order to satisfy and welcome me to their company a replacement card should be sent via [redacted] with no feeOnce I did receive my card on Oct12, it took almost weeks for Rush Card to be able to activate my cardI was finally able to get it activated on OctI will not be satisfied until I receive $for the [redacted] fee I had to pay for their failure to send an original card and then the hassle of waiting almost weeks to get my card activated due to their excuse of system updates; it does not take any company weeks to complete system updatesI was unable to access monies which were direct deposited by my employer for pay periods due to Rush Card incompetence Regards, [redacted]
On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take overIn accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of June 8, 2016, RushCard has not received any documentation [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review We appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Anna DRushCard Corporate Customer Service
September 19, 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 Per previous response 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 this has caused Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
October 28, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] Date: October 28, 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 October 28, 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 RushCard was not able to release a pending unauthorized transaction on her account [redacted] also states that she would like the funds of $1,credited back to the account On October 28, 2016, a corporate customer service representative contacted [redacted] to discuss the pending transaction of $1,from [redacted] We do show that [redacted] has filed a dispute through our dispute department We have advised [redacted] that the research time frame is 45-days for completion We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service
January 14, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, 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 funds and information Per previous response, [redacted] received two direct deposits in the amount of $on October 15, and the other on October 17, [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, was debited from the account [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard accountAs requested [redacted] RushCard account has been closedWe 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 Corporate Customer Service
Revdex.com: is this a joke? The company still has my money, they deactivated my card and all they did was copy and paste their last response to this claimI'm still waiting for an explanation why my $1,claim was approved then denied for no reason 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]
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 On June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same dayI had just come back from [redacted] , paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance wasOnce I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediatelyAccording to Rushcard, my funds are protected from unauthorized transactions under the [redacted] zero liability security policy and they are FDIC-insured through [redacted] , Member FDICWith their reliable fraud prevention services, I am protected from unauthorized use of my card or account informationWith the [redacted] Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safeMy money was stolen from me and it appears this doesn't apply to meThere are red flags that happened on the account that are out of my account activityThe perpetrator did a balance inquiry right before pulling the funds leaving my balance at $then did one more balance inquiryUsing the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amountsI've been with rush for many yearsRegards, [redacted] ***
September 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 August 25, 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 RushCard denied her error allegation ATM dispute in the amount of $ [redacted] also requested that her funds be credited back to her account On February 1, [redacted] filed an error allegation dispute regarding a $ATM chargeOn February 2, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] The dispute process can take up to to days to investigate the claimOn March 19, 2015, [redacted] ’s error allegation dispute was denied due to no error occurredOn August 20, 2015, [redacted] stated that the dispute was filed under the incorrect transaction and was advise to send in a rebuttal letter to reopen the claimOn August 31, 2015, A Corporate Customer Service Specialist contacted [redacted] and advised her that the rebuttal letter was received on August 17, We encourage [redacted] to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedback and sincerely apologize for the substandard customer service he received when contacting RushCard Customer ServiceOur goal is to provide financial convenience supported by reliable customer service Tyree T Corporate Customer Service
I have advised the consumer that [redacted] requested that this customer’s account be closed due to fraud and for documents to be fax to their department to validate the identity of the cardholderI have provided simple instructions of the steps that the consumer will need to take in order to retrieve the funds Thank you, UniRush, LLC Tyree T., Customer Service Specialist
Rushcard is processing an [redacted] credit to [redacted] for the balance on his account on 12/16/ We will contact [redacted] via phone number on file and provide referral code for resolution
February 2, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 31, 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 submitted a claim for the settlement and haven’t received her refund or an update RushCard does not have any information regarding the settlement [redacted] will need to call ###-###-#### or email the settlement group at www.Rushsettlement.com regarding any questions or concerns We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service
May 9, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 9, 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 is holding her funds and will not release them [redacted] is requesting her funds be put back on her card as soon as possible 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 May 3, and spoke to and agent that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release LetterOn May 4, 2017, we received such a Letter from [redacted] On May 9, RushCard contacted the merchant to verify the LetterUpon confirmation, the merchant’s hold for $was released and the funds were made available A corporate customer service representative attempted to contact [redacted] to advise her of this informationA detailed message was left regarding this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
October 30, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No10818178, which the Revdex.com® (“Revdex.com”) received from [redacted] on October 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 RushCard would not release an authorization hold that was made on October 7, in the amount of $ On October 7, RushCard received an authorization hold on [redacted] ’ RushCard account ending in for $ [redacted] was instructed by RushCard customer service to send a Merchant Hold Release Letter to validate and release the pending holdThe Merchant Hold Release Letter was never received, therefore the authorization hold was released on October 17, On October 15, 2015, A RushCard Corporate Customer Service Specialist contacted [redacted] and explained the Merchant Hold Release process The customer service specialist that [redacted] spoke to has been coached regarding the account We appreciate [redacted] ’ feedback and hope to provide a better understanding or the authorization process Satoyra H 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 I don't accept the response that was provided by UniRush LLC because my account was compromised and or hacked and $was fraudulently withdrawn from my account without my permission or knowledgeI contacted Rushcard and notified the company of what happened, but they are stating that no error has occurredThis is defamation of my character to blatantly state that no error occurredI have been given the run around since April 14th I did what was asked of me as a cardholder, reported fraudulent activity and disputed transactions that I did not make or authorizeThese "withdrawals" were made at an out of network ATM, I have never used an out of network ATM since I became a customer of UniRush in 2007.I entrusted my hard earned money to this company and when I notify them of fraudulent activity on my account, nothing is done about itThey are basically saying that I am a liar and I did withdraw these funds from my account, but I know I did notI don't have $to give away for free, my money disappeared into thin air !!!! Rushcard just keeps saying, " [redacted] did not change her PIN on this account, therefore no error occurred"I notified Rushcard of this fraudulent activity and requested that my account be placed on a HOLD status, which would prevent any more fraudulent charges to go through on the accountSo, since I did not change the PIN on a compromised account, no error occurred???? Why would I want to keep an account that has been hacked or compromised??? That was the reason that I requested that a HOLD be placed on my account and a new card was issuedOnce the account was on HOLD, no changes could be made until I received the new card on April 25thUniRush does not value their customers and / or their businessThis company has not addressed all of my concerns, I faxed a page document to them on 06/21/and asked that I receive a call to verify that the documents were received, no one has called me yet I still have not been provided with any information as to where these "withdrawals" occurredRushcard is overlooking that these "withdrawals" happened at an out of network ATM ,which I have never used since becoming a customer in with this companyThis has been a tiresome process and my issue still has not been resolvedMy $disappeared into thin air !!!! I understand this is a Prepaid card and not a credit card, but this is MY MONEY that I worked for that is being loaded to this card and I put my trust in this company that my money was safe, but apparently NOT !!!!! I looked this company up on the Revdex.com website and this has happened to other customers also, but guess what they were refunded their moneyI just would like the same consideration and fair treatment also,please refund my $to me !!!!!! I just want to be treated fairly as a consumer and a customer and I would like for UniRush to refund my $to my account immediatelyI look forward to this matter being resolved quickly and my money to be refunded to me.I have all the documents that were faxed to UniRush, if they are neededI would greatly appreciate your assistance and cooperation in this matter of my $being refunded to me Regards, [redacted] ***
November 23, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 24, 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 worked around the clock to resolve these problems At this time, our system is up and running and [redacted] has access to her funds and account informationOn October and October 27, 2015, RushCard received [redacted] direct deposits and posted to her accountTransactions were made on [redacted] account after the direct deposits postedPlease view screenshot that is attached to the complaint response We appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 2, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: [redacted] ***Complaint number: [redacted] Complaint date: September 29, To Whom It May Concern:This letter is in response to the consumer complaint number referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends that RushCard blocked her card because it was returnedShe also states she updated her address via her mobile app but it was not updated [redacted] is requesting a replacement card and access to her funds.Our records indicate that on August 17, a card was reissued on card ending in and sent to the address on fileThe card was marked returnedOn August 25, [redacted] called to get a replacement card and update address [redacted] failed RushCard’s verification process As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted] ***She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last days On October 01, 2017, a RushCard corporate resolution specialist contacted [redacted] to advise her of this information [redacted] indicated that she was sending in required documents in today and requested her account closed after she got her funds We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 28, 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 At this time, our system is up and running and cardholders have access to their funds and account informationOn October 19, 2015, RushCard debited $from [redacted] ***’ account to recoup the initial credit issued in advance of the direct deposit posted on 10/16/RushCard issued two supplementary courtesy credits of $per credit, to recompense [redacted] ***’ for the unusual account fluctuations and inconvenience caused by the service interruptionAttached to the complaint response is the two direct deposits that were posted [redacted] RushCard accountWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
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 Thank you so much for all your help in rectifying this issue Regards, [redacted] ***
June 9, 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 June 2, 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 RushCard placed a block on his accounts and requested to submit a driver’s license, a social security card and valid proof of address On April 22, 2015, [redacted] RushCard accounts were blocked due to failed multiple failed verification attemptsIn accordance with internal policies and security procedures, RushCard requested proof of identity from [redacted] ***He was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days Mr Emery did not submit the requested documents to verify his identity until June 2, The documents submitted by [redacted] were deemed invalid due to being illegibleOn June 5, [redacted] contacted the RushCard corporate office and was advised of the invalid documentation received, and he was advised to send documentation to the corporate fax number for efficient handlingOn June 5, a Risk Associate reviewed the documents submitted by [redacted] ***, and all requested documents were accepted as validA card replacement has been issued via regular mail to the address on the account and [redacted] requested to preferably process express cash to receive his funds sooner We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused [redacted] Corporate Customer Service
Date Sent: 4/15/ VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] ( [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] ( [redacted] ) on April 7, 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 Per previous responses, on March 10, RushCard assisted [redacted] by having her funds transferred as requested [redacted] requested an account closure, and her funds were sent to her by check Both accounts were closed and the funds were mailed via check [redacted] has indicated that she has yet to receive the checkWe have placed a stop payment on the check and have made an outreach to [redacted] to process a Money Gram transfer for the remaining funds on her accountWe are waiting for [redacted] call back to provide instructions on how to claim her funds at any Money Gram location in the state of Georgia We appreciate [redacted] feedback and look forward to speaking with [redacted] to resolve this matter 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 The response Rush Card provided did not give a viable explanation to my problem I feel I should not have been charged $for [redacted] fees to have my New Member Rush Card replacement delivered as I never received my card to begin withI asked Customer Service for a tracking number for the original card sent, but was told they do not send out cards with tracking numbersAs far as I know they never sent me a card on Septto begin withI was also told if I was an existing member I would receive a replacement card via [redacted] for no feeI believe that as a New Member, in order to satisfy and welcome me to their company a replacement card should be sent via [redacted] with no feeOnce I did receive my card on Oct12, it took almost weeks for Rush Card to be able to activate my cardI was finally able to get it activated on OctI will not be satisfied until I receive $for the [redacted] fee I had to pay for their failure to send an original card and then the hassle of waiting almost weeks to get my card activated due to their excuse of system updates; it does not take any company weeks to complete system updatesI was unable to access monies which were direct deposited by my employer for pay periods due to Rush Card incompetence Regards, [redacted]
On May 25, 2016, [redacted] filed a card to card transfer dispute in the amount of $On May 27, 2016, [redacted] RushCard account ending in [redacted] was blocked due to possible account take overIn accordance with RushCard Cardholder Agreement, RushCard requested proof of identity to be provided [redacted] contacted RushCard customer service and was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last daysAs of June 8, 2016, RushCard has not received any documentation [redacted] can fax the documentation to the Corporate Office at ###-###-#### and once received, the documentation will be forwarded to the appropriate department for review We appreciate [redacted] feedbackOur customer’s security is a top priority at RushCard and proper verification is a necessary step to that goal Regards, Anna DRushCard Corporate Customer Service
September 19, 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 Per previous response 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 this has caused Our goal is to provide financial convenience supported by reliable customer service Regards, Corporate Customer Service
October 28, VIA ONLINE SUBMISSION: Revdex.com® E4th Ste Cincinnati Ohio Re: Case # [redacted] Consumer: [redacted] Date: October 28, 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 October 28, 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 RushCard was not able to release a pending unauthorized transaction on her account [redacted] also states that she would like the funds of $1,credited back to the account On October 28, 2016, a corporate customer service representative contacted [redacted] to discuss the pending transaction of $1,from [redacted] We do show that [redacted] has filed a dispute through our dispute department We have advised [redacted] that the research time frame is 45-days for completion We appreciate [redacted] feedback We are dedicated to our customer’s security and have taken the necessary steps to help dispute the transactions in question RushCard Corporate Customer Service
January 14, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: November 19, 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 funds and information Per previous response, [redacted] received two direct deposits in the amount of $on October 15, and the other on October 17, [redacted] was only due one direct deposit, therefore once the second direct deposit posted, the credit that was provided to [redacted] on October 15, was debited from the account [redacted] is not owed the second direct deposit and the funds will not be credited back to her RushCard accountAs requested [redacted] RushCard account has been closedWe 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 Corporate Customer Service
Revdex.com: is this a joke? The company still has my money, they deactivated my card and all they did was copy and paste their last response to this claimI'm still waiting for an explanation why my $1,claim was approved then denied for no reason 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]
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 On June 6th, 2016, I contacted UniRush to file a dispute for an unauthorized ATM withdraw that same dayI had just come back from [redacted] , paid bills due and I had recently done a return, so I was checking (through the rushcard application) my funds to see what my balance wasOnce I logged into my rushcard application (which I use VERY frequently) I discovered the ATM withdraw, and contacted Rushcard immediatelyAccording to Rushcard, my funds are protected from unauthorized transactions under the [redacted] zero liability security policy and they are FDIC-insured through [redacted] , Member FDICWith their reliable fraud prevention services, I am protected from unauthorized use of my card or account informationWith the [redacted] Zero Liability policy, I am not liable for unauthorized transactions, so I can feel safeMy money was stolen from me and it appears this doesn't apply to meThere are red flags that happened on the account that are out of my account activityThe perpetrator did a balance inquiry right before pulling the funds leaving my balance at $then did one more balance inquiryUsing the application as frequent as I do, I never use the balance inquiry option at the ATM which can be seen through my transaction history, in addition to making large withdrawal amountsI've been with rush for many yearsRegards, [redacted] ***
September 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 August 25, 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 RushCard denied her error allegation ATM dispute in the amount of $ [redacted] also requested that her funds be credited back to her account On February 1, [redacted] filed an error allegation dispute regarding a $ATM chargeOn February 2, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] The dispute process can take up to to days to investigate the claimOn March 19, 2015, [redacted] ’s error allegation dispute was denied due to no error occurredOn August 20, 2015, [redacted] stated that the dispute was filed under the incorrect transaction and was advise to send in a rebuttal letter to reopen the claimOn August 31, 2015, A Corporate Customer Service Specialist contacted [redacted] and advised her that the rebuttal letter was received on August 17, We encourage [redacted] to work with the merchant to resolve any issues regarding products or services renderedRushCard has determined that the transaction was completed as requested We appreciate [redacted] feedback and sincerely apologize for the substandard customer service he received when contacting RushCard Customer ServiceOur goal is to provide financial convenience supported by reliable customer service Tyree T Corporate Customer Service
I have advised the consumer that [redacted] requested that this customer’s account be closed due to fraud and for documents to be fax to their department to validate the identity of the cardholderI have provided simple instructions of the steps that the consumer will need to take in order to retrieve the funds Thank you, UniRush, LLC Tyree T., Customer Service Specialist
Rushcard is processing an [redacted] credit to [redacted] for the balance on his account on 12/16/ We will contact [redacted] via phone number on file and provide referral code for resolution
February 2, VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 31, 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 submitted a claim for the settlement and haven’t received her refund or an update RushCard does not have any information regarding the settlement [redacted] will need to call ###-###-#### or email the settlement group at www.Rushsettlement.com regarding any questions or concerns We appreciate [redacted] feedback, and sincerely apologize for any inconvenience this matter has caused her Regards, RushCard Corporate Customer Service
May 9, VIA ONLINE SUBMISSION: Revdex.com E4th STECincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: May 9, 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 is holding her funds and will not release them [redacted] is requesting her funds be put back on her card as soon as possible 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 May 3, and spoke to and agent that advised her that we would be able to force the release of the funds if she was able to provide a Merchant Hold Release LetterOn May 4, 2017, we received such a Letter from [redacted] On May 9, RushCard contacted the merchant to verify the LetterUpon confirmation, the merchant’s hold for $was released and the funds were made available A corporate customer service representative attempted to contact [redacted] to advise her of this informationA detailed message was left regarding this information We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service