October 31, 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 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
April 19, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 13, 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 been submitting documentation to verify her address since April 6,and RushCard claims they haven’t received the documents [redacted] states she has submitted all documentation and has received confirmation that it has been received [redacted] also states that she would like RushCard to send her a replacement card Our records indicate that a replacement card was sent on 3/19/to [redacted] address on file Our records further indicate that when [redacted] contacted us on 4/6/17, she was advised that the card was returnedAt that point, [redacted] requested her address be updatedAs 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 As of date a valid form of proof of address is still needed on [redacted] RushCard account On April 14, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent The acceptable forms of proof of address are the following: a utility bill, phone bill, cable bill, insurance bill in addition to a government benefits letter, indicting the benefit you all receiving and the amount All forms of proof of address should be dated within the last days and must validate the full address we have on file for the customer We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
February 15, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 13, 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 states that she contacted RushCard on February 8, to question a transaction and to change the address on file [redacted] states she was told to send in documents and did so starting on February 9, [redacted] also states she was told the documents she sent in were invalid [redacted] would like a replacement card so that she may access the funds in her account On February 5, [redacted] contacted RushCard customer service to file a dispute for an unauthorized transaction [redacted] advised the agent that she needed to update her address to have the replacement card sent The agent notified [redacted] that documentation was needed to update the address on file [redacted] needed to submit a copy of her Driver’s License, Social Security Card, and Proof of address dated within the last days As of February 15, 2018, all documentation has been received and the address on file has been updated A replacement card has been processed for [redacted] to the address on file On February 15, a corporate resolutions specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
September 4, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on August 31, 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 is in regards to her daughter’s RushCard account We are unable to release any information to [redacted] due to third party privacy laws We appreciate [redacted] feedback Regards, Tyree T Corporate Customer Service
I have advised the consumer multiple times of the same information and screenshots of the correct balance that is available on her Rush Goal’s accountAt the time of the conversion it gave some of our cardholders the incorrect balance, which she spoke to a customer service specialist from our Corporate office that advised her of this informationThe consumer spent all her funds that was in her goals account by processing card to card transfers and want another $to be applied to her account because she is referring to the incorrect amount at the time of the conversionThe available balance that is on her account is the correct amount Thank you, UniRush, LLC Tyree T., Customer Service Specialist
March 16, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, To Whom It May Concern: This letter is in response to the rebuttal 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 As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last days on all accounts that have been blocked or require review by our Risk teamOur Risk team reviews the documents received and upon validation will remove/update the security codes applied to the accountRushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and procedures We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
April 14, VIA ONLINE SUBMISSION: RevDex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 12, 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 received her direct deposits two days early [redacted] states that she is not able to complete card to card transfers [redacted] also states that she would like a full explanation regarding the issues that she is having On April 14, a corporate customer service specialist contacted [redacted] to discuss the issue she was having with her direct deposits and not being able to initiate a card to card transfer to another card holder [redacted] was educated on the direct deposit process and posting time frames [redacted] was also advised that RushCard would be researching her issue of not being able to process a card to card transaction We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I AM NOT IN Agreement WITH THE Response BECAUSE I HAVE A Disability OF NOT Remembering THINGS AND Would LIKE A Refund OF THE Amount THAT WAS STOLEN FROM MEAND I HAVE BEEN A Customer OF RUSH SINCE AND NEVER HAD A ISSUE WITH THEM Regards, [redacted]
April 13, 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 # [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on April 12, 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 contends that a charge for $was debited from his account [redacted] also stated that he was provided with conflicting information regarding receiving his funds back to his RushCard accountOn April 1, 2016, an ACH debit transaction was made on [redacted] account in the amount of $ [redacted] contacted RushCard customer service and was advised that the transaction settled and a dispute will need to be filed but the call was disconnectedOn April 12, 2016, [redacted] contacted RushCard customer service again and a dispute was filed for the unauthorized transactionPer RushCard Cardholder Agreement, the dispute process can take up to to days to investigateA final letter will be sent to the address on the account notifying [redacted] of the resolutionOn April 13, 2016, a corporate customer service specialist attempted to contact [redacted] but the phone number provided is disconnectedWe appreciate this feedback sincerely apologize for the inconvenience this matter has causedOur goal is to provide financial convenience supported by reliable customer service Regards, Tyree TRushCard Corporate Customer Service
April 6, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste600Cincinnati 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 April 4, 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 he has not received his RushCard dispute form as requested [redacted] would like the dispute form requested and a refund for the transactionOn April 3, [redacted] contacted RushCard customer service to file an error allegation dispute for $that was made on his account The original dispute form was emailed to [redacted] on April 3, The dispute form was emailed again to [redacted] on April 5, to the email address on file RushCard sincerely apologizes that [redacted] did not receive the original dispute form The time frame for research regarding this dispute is days Once the research is completed the account will be notated of the resolution and a letter will be sent to [redacted] We appreciate [redacted] feedback in this matterOur goal is to provide financial convenience and security supported by efficient dispute process Sincerely,RushCard Corporate Customer Service
August 26, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on August 21, 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 blocked his account in and has no access to his funds [redacted] also stated that he was advised to submit a driver’s license, a social security card and release papers On August 1, 2012, [redacted] account was blocked due to RushCard being notified of his incarcerationAs per the RushCard Cardholder Agreement, due to the high amount of fraud that occurs with incarcerated customers, we block the account and request for documentationWe asked for the power of attorney (Lucille [redacted] Wilson) who is taking ownership of [redacted] account to provide a notarized power of attorney document, a copy of a Social Security Card, Government Issued Identification and proof of address dated within the last days On February 13, 2013, RushCard received the requested documentation from [redacted] Power of Attorney (Lucille [redacted] Wilson) and documentation was deemed validOn September 11, a Risk Analyst attempted to contact [redacted] ThomasonOn September 13, a bill payment for $was issued and [redacted] account and was determined to be closedRushCard is showing record that the bill payment was cashed on September 27, by [redacted] Power of Attorney (Lucille Thomason Wilson)Attached to the response is a copy of the cashed check We appreciate [redacted] feedback Tyree T 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 contacted my Job and [redacted] was told UniRush sent the deposit back on 10/So yes they did get itBut sent it back with no communication of why [redacted] did confirm they (Rushcard) received the transaction Regards, [redacted] ***
March 16, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] , on March 14, 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 processed a replacement card and charged her RushCard account a $expedited card fee to her account [redacted] also contends she was charged a onetime card fee of $because she had to apply for a new RushCard In addition, [redacted] states she was provided with conflicting information [redacted] is requesting a refund for the $expedited card fee and her onetime card fee On March 03, 2016, [redacted] contacted RushCard customer service stating she lost her RushCard and requested a replacement card be sent A replacement card was processed via expedited delivery with a $expedited feeHowever, due to a system error a replacement card was not generated On March 9, [redacted] contacted RushCard customer service regarding the status of her replacement card [redacted] was advised that due a system issue, we were not able to replace her cardA new application for a RushCard was processed for [redacted] and new card was sent to her address on file via standard mailOn March 16, a corporate customer specialist attempted to contact [redacted] to advise her that the $expedited card fee and the $onetime card fee was refunded 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 RushCard Corporate Customer Service
February 1, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 28, 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 was charged $in transaction fees for the month of January [redacted] also states she was never advised of the fee changes [redacted] would like a refund and an apology RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreement On February 1, 2018, a RushCard corporate resolution specialist contacted [redacted] to advise her of this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard Corporate Customer Service
January 5, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 26, 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 her account was blocked without her consent and she disagrees with how the complaint was handle with Customer Service [redacted] also stated that she is appreciative to be receiving her check for $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
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 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
August 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 16, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends she was initially told to send in documents for verification to get her RushCard unblocked [redacted] states she was also told it would be resolved in 1-business days [redacted] would like her funds released and a check or money order issued to her On July 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditionsOn August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this informationOn August 12, per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this informationIn addition, [redacted] was advised we did not have a date for when her funds would be unfrozen [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblockedWe sincerely apologize for the misinformation We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard,
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 27, 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
November 10, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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 insurance [redacted] ’ complaint states that a direct deposit to her RushCard account failed to timely post RushCard’s records indicate that on 10/13/2015, RushCard received a prenote authorization for [redacted] ’ account, but no subsequent direct depositGenerally, the purpose of a prenote authorization is to validate the routing number and/or account number of a depositary account prior to issuing a deposit to such accountA prenote transmits no fundsIn this instance, no deposit followed the 10/13/prenote authorizationRushCard has no record of an attempted direct deposit in the amount of $disbursed to [redacted] account on or about 10/11/2015, the date referenced in her complaintA RushCard Customer Service Representative contacted [redacted] on 10/28/to apologize for any inconvenience she experienced with her RushCard, to check the status of her account, and to advise [redacted] to consult her employer regarding the status of her outstanding depositAt that time, [redacted] indicated her RushCard account and associated card are in working orderAdditionally, on 10/28/2015, RushCard issued [redacted] a courtesy credit of $25.00.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 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service
October 31, 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 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
April 19, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 13, 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 been submitting documentation to verify her address since April 6,and RushCard claims they haven’t received the documents [redacted] states she has submitted all documentation and has received confirmation that it has been received [redacted] also states that she would like RushCard to send her a replacement card Our records indicate that a replacement card was sent on 3/19/to [redacted] address on file Our records further indicate that when [redacted] contacted us on 4/6/17, she was advised that the card was returnedAt that point, [redacted] requested her address be updatedAs 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 As of date a valid form of proof of address is still needed on [redacted] RushCard account On April 14, 2017, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid and provided information of what type of proof of address that needed to be sent The acceptable forms of proof of address are the following: a utility bill, phone bill, cable bill, insurance bill in addition to a government benefits letter, indicting the benefit you all receiving and the amount All forms of proof of address should be dated within the last days and must validate the full address we have on file for the customer We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
February 15, VIA ONLINE SUBMISSION: Revdex.com E 4th STE Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: February 13, 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 states that she contacted RushCard on February 8, to question a transaction and to change the address on file [redacted] states she was told to send in documents and did so starting on February 9, [redacted] also states she was told the documents she sent in were invalid [redacted] would like a replacement card so that she may access the funds in her account On February 5, [redacted] contacted RushCard customer service to file a dispute for an unauthorized transaction [redacted] advised the agent that she needed to update her address to have the replacement card sent The agent notified [redacted] that documentation was needed to update the address on file [redacted] needed to submit a copy of her Driver’s License, Social Security Card, and Proof of address dated within the last days As of February 15, 2018, all documentation has been received and the address on file has been updated A replacement card has been processed for [redacted] to the address on file On February 15, a corporate resolutions specialist attempted to contact [redacted] to advise of the following information We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
September 4, VIA ONLINE SUBMISSION: RevDex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint ID: [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] which the Revdex.com® (“Revdex.com”) received from [redacted] on August 31, 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 is in regards to her daughter’s RushCard account We are unable to release any information to [redacted] due to third party privacy laws We appreciate [redacted] feedback Regards, Tyree T Corporate Customer Service
I have advised the consumer multiple times of the same information and screenshots of the correct balance that is available on her Rush Goal’s accountAt the time of the conversion it gave some of our cardholders the incorrect balance, which she spoke to a customer service specialist from our Corporate office that advised her of this informationThe consumer spent all her funds that was in her goals account by processing card to card transfers and want another $to be applied to her account because she is referring to the incorrect amount at the time of the conversionThe available balance that is on her account is the correct amount Thank you, UniRush, LLC Tyree T., Customer Service Specialist
March 16, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 18, To Whom It May Concern: This letter is in response to the rebuttal 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 As stated in our initial response we cannot provide detailed information to third-parties regarding our customer’s accounts, however we require copies of identification documentation as follows: valid Driver’s License/State ID, social security card and proof of address dated within the last days on all accounts that have been blocked or require review by our Risk teamOur Risk team reviews the documents received and upon validation will remove/update the security codes applied to the accountRushCard corporate customer service has attempted to make an outreach to inform [redacted] of our policies and procedures We appreciate [redacted] feedback Our goal is to provide financial convenience supported by reliable customer service RushCard, Corporate Customer Service
April 14, VIA ONLINE SUBMISSION: RevDex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: April 12, 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 received her direct deposits two days early [redacted] states that she is not able to complete card to card transfers [redacted] also states that she would like a full explanation regarding the issues that she is having On April 14, a corporate customer service specialist contacted [redacted] to discuss the issue she was having with her direct deposits and not being able to initiate a card to card transfer to another card holder [redacted] was educated on the direct deposit process and posting time frames [redacted] was also advised that RushCard would be researching her issue of not being able to process a card to card transaction We appreciate [redacted] feedback Regards, RushCard Corporate Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I AM NOT IN Agreement WITH THE Response BECAUSE I HAVE A Disability OF NOT Remembering THINGS AND Would LIKE A Refund OF THE Amount THAT WAS STOLEN FROM MEAND I HAVE BEEN A Customer OF RUSH SINCE AND NEVER HAD A ISSUE WITH THEM Regards, [redacted]
April 13, 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 # [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on April 12, 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 contends that a charge for $was debited from his account [redacted] also stated that he was provided with conflicting information regarding receiving his funds back to his RushCard accountOn April 1, 2016, an ACH debit transaction was made on [redacted] account in the amount of $ [redacted] contacted RushCard customer service and was advised that the transaction settled and a dispute will need to be filed but the call was disconnectedOn April 12, 2016, [redacted] contacted RushCard customer service again and a dispute was filed for the unauthorized transactionPer RushCard Cardholder Agreement, the dispute process can take up to to days to investigateA final letter will be sent to the address on the account notifying [redacted] of the resolutionOn April 13, 2016, a corporate customer service specialist attempted to contact [redacted] but the phone number provided is disconnectedWe appreciate this feedback sincerely apologize for the inconvenience this matter has causedOur goal is to provide financial convenience supported by reliable customer service Regards, Tyree TRushCard Corporate Customer Service
April 6, VIA ONLINE SUBMISSION:Revdex.com® E4th Ste600Cincinnati 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 April 4, 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 he has not received his RushCard dispute form as requested [redacted] would like the dispute form requested and a refund for the transactionOn April 3, [redacted] contacted RushCard customer service to file an error allegation dispute for $that was made on his account The original dispute form was emailed to [redacted] on April 3, The dispute form was emailed again to [redacted] on April 5, to the email address on file RushCard sincerely apologizes that [redacted] did not receive the original dispute form The time frame for research regarding this dispute is days Once the research is completed the account will be notated of the resolution and a letter will be sent to [redacted] We appreciate [redacted] feedback in this matterOur goal is to provide financial convenience and security supported by efficient dispute process Sincerely,RushCard Corporate Customer Service
August 26, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Revdex.com® (“Revdex.com”) received from [redacted] on August 21, 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 blocked his account in and has no access to his funds [redacted] also stated that he was advised to submit a driver’s license, a social security card and release papers On August 1, 2012, [redacted] account was blocked due to RushCard being notified of his incarcerationAs per the RushCard Cardholder Agreement, due to the high amount of fraud that occurs with incarcerated customers, we block the account and request for documentationWe asked for the power of attorney (Lucille [redacted] Wilson) who is taking ownership of [redacted] account to provide a notarized power of attorney document, a copy of a Social Security Card, Government Issued Identification and proof of address dated within the last days On February 13, 2013, RushCard received the requested documentation from [redacted] Power of Attorney (Lucille [redacted] Wilson) and documentation was deemed validOn September 11, a Risk Analyst attempted to contact [redacted] ThomasonOn September 13, a bill payment for $was issued and [redacted] account and was determined to be closedRushCard is showing record that the bill payment was cashed on September 27, by [redacted] Power of Attorney (Lucille Thomason Wilson)Attached to the response is a copy of the cashed check We appreciate [redacted] feedback Tyree T 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 contacted my Job and [redacted] was told UniRush sent the deposit back on 10/So yes they did get itBut sent it back with no communication of why [redacted] did confirm they (Rushcard) received the transaction Regards, [redacted] ***
March 16, VIA ONLINE SUBMISSION: Revdex.com® W Seventh St Suite Cincinnati Ohio Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No [redacted] , which the Better Business Bureau® (“Revdex.com”) received from [redacted] , on March 14, 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 processed a replacement card and charged her RushCard account a $expedited card fee to her account [redacted] also contends she was charged a onetime card fee of $because she had to apply for a new RushCard In addition, [redacted] states she was provided with conflicting information [redacted] is requesting a refund for the $expedited card fee and her onetime card fee On March 03, 2016, [redacted] contacted RushCard customer service stating she lost her RushCard and requested a replacement card be sent A replacement card was processed via expedited delivery with a $expedited feeHowever, due to a system error a replacement card was not generated On March 9, [redacted] contacted RushCard customer service regarding the status of her replacement card [redacted] was advised that due a system issue, we were not able to replace her cardA new application for a RushCard was processed for [redacted] and new card was sent to her address on file via standard mailOn March 16, a corporate customer specialist attempted to contact [redacted] to advise her that the $expedited card fee and the $onetime card fee was refunded 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 RushCard Corporate Customer Service
February 1, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: January 28, 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 was charged $in transaction fees for the month of January [redacted] also states she was never advised of the fee changes [redacted] would like a refund and an apology RushCard’s Fee Schedules has undergone a recent changeAll Cardholders were notified via mail and email of the changes effective 1/9/A copy of the RushCard Cardholder Agreement is also available online at: https://www.rushcard.com/legal/cardholder-agreement On February 1, 2018, a RushCard corporate resolution specialist contacted [redacted] to advise her of this information We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer RushCard Corporate Customer Service
January 5, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: December 26, 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 her account was blocked without her consent and she disagrees with how the complaint was handle with Customer Service [redacted] also stated that she is appreciative to be receiving her check for $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
October 30, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 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
August 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: August 16, To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources [redacted] complaint contends she was initially told to send in documents for verification to get her RushCard unblocked [redacted] states she was also told it would be resolved in 1-business days [redacted] would like her funds released and a check or money order issued to her On July 2016, [redacted] RushCard account was frozen by our issuing bank [redacted] in accordance to RushCard terms and conditionsOn August 8, 2016, [redacted] contacted RushCard customer service and spoke to an agent that advised her of this informationOn August 12, per an escalation request, a RushCard corporate customer service specialist contacted [redacted] to also advise her of this informationIn addition, [redacted] was advised we did not have a date for when her funds would be unfrozen [redacted] was given conflicting information about the status of her card from some of our customer service agents, and what was required to get her card unblockedWe sincerely apologize for the misinformation We appreciate [redacted] feedbackOur goal is to provide financial convenience supported by reliable customer service RushCard,
October 31, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 27, 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
November 10, 2015VIA ONLINE SUBMISSION:Better Business Bureau W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 19, 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 insurance [redacted] ’ complaint states that a direct deposit to her RushCard account failed to timely post RushCard’s records indicate that on 10/13/2015, RushCard received a prenote authorization for [redacted] ’ account, but no subsequent direct depositGenerally, the purpose of a prenote authorization is to validate the routing number and/or account number of a depositary account prior to issuing a deposit to such accountA prenote transmits no fundsIn this instance, no deposit followed the 10/13/prenote authorizationRushCard has no record of an attempted direct deposit in the amount of $disbursed to [redacted] account on or about 10/11/2015, the date referenced in her complaintA RushCard Customer Service Representative contacted [redacted] on 10/28/to apologize for any inconvenience she experienced with her RushCard, to check the status of her account, and to advise [redacted] to consult her employer regarding the status of her outstanding depositAt that time, [redacted] indicated her RushCard account and associated card are in working orderAdditionally, on 10/28/2015, RushCard issued [redacted] a courtesy credit of $25.00.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 23, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St Suite 1600Cincinnati Ohio 45202Re: Consumer: *** *** Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May Concern:This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information RushCard experienced a significant service interruption on Monday, October 12, related to our processor conversion The conversion took significantly longer than expected and we were down for several hours more than we had previously alerted our cardholders In addition, after we came back up, we experienced delays in posting direct deposits, the cardholder website was intermittently unavailable and some information on the website, including balance information, was incorrect In addition, a small subset of cardholders were locked out of their accounts These problems dramatically increased traffic to the call center We increased the number of incoming trunk lines to the maximum supported by the telecom equipment, but still experienced longer than usual wait times and some callers were unable to get through We worked around the clock to resolve these problems At this time, our system is up and running and cardholders have access to their funds and account information A small number of accounts are still in an inactive state which can be corrected when the cardholder contacts us We are proactively reaching out to our customers who were impacted by the outage and confirming that their cards are working properly In addition, as a Thank You to our cardholders for sticking with us, we have announced a Fee Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to note that while we had processing issues and at times customers were unable to use their cards, at no times were cardholder funds or personal information at jeopardy At all times, cardholder funds were accounted for and on deposit at the issuing bank and protected by FDIC insuranceWe appreciate this feedback and sincerely apologize for the service issues and inconvenience our cardholders experienced following the processor conversionOur goal is to provide financial convenience supported by reliable customer service RushCard Customer Service